FlyerTalk Forums - View Single Post - So, there are nice people in the reservations department...
Old Jun 20, 13, 8:04 am
  #2  
villox
 
Join Date: Mar 2008
Location: New York
Programs: UA GS, Hilton Diamond, Marriott Gold
Posts: 2,191
Originally Posted by av8tr22 View Post
I'm not Premier or anything...recently switched from Delta to United. Had a mileage run booked out of Orlando that I got for next to nothing, and upgraded all segments with the "miles+copay" option. Unfortunately, due to circumstances out of my control, I have to cancel. Fortunately, all upgrades had cleared...which was now an unfortunate, or so I thought. I was expecting to have to pay a re-deposit fee. Now, I had done some research on getting refunds on co-pay upgrades that had already cleared. The experiences were mixed, but most said you have to pay the re-deposit fee for the miles and you lose the co-pay amount.

First call, was routed to call center in India. Agent went over rules of cancelling a ticket, blah blah blah. Then I asked about getting my upgrades refunded or applied to another flight. She said she would check with a supervisor. Came back on and said I would have to pay re-deposit. I then asked about "transferring to another trip", and she said that was a no. I said thank you for your time and hung up.

Second call, was routed to a call center in the US and spoke with perhaps the most professional and pleasant agent ever! After greeting her and asking how her day has been, I explained I wanted to cancel, and also that I had upgraded all segments with miles/co-pay. She explained that she could just refund the miles and copay with NO PENALTIES or RE-DEPOSIT FEES! I'm so happy right now! I have another trip in a few weeks with R space available, so I plan to utilize my returned upgrades for that.

Moral of the story and like everyone says, call back if you're not happy with the answer you've been given. Go out of your way to be nice to the person you're dealing with and always be polite and courteous. Sometimes that is all someone needs to make their day.

P.S I don't post often on here, but enjoy all the insight and information everyone provides! Thanks!
I must admit I can't find a definitive answer on this. Online it says:

"If you cancel your MileagePlus Upgrade Award miles and co-pay may be refunded for the applicable redeposit fee."

It's that if you cancel a Mileage Plus Upgrade award that there is a redeposit fee associated with it (you DEFINITELY don't forfeit the co-pay), but there is no clear answer to what happens if you cancel the actual flight and not just the award.

For Star Alliance upgrade awards, you get them back if the flight is canceled.

Seems like it would be pretty damn expensive if you had to pay BOTH a cancellation/change fee for a ticket AND pay to redeposit the miles, both of which are now $200!
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