Hello everyone,

I wanted to share an experience I had this summer. I have the Mileage Plus Explorer card. I took my wife and my parents on a Mediterranean cruise this summer that departed from Rome. I had called the concierge several weeks prior to departure to arrange car service from my house to IAD. I scheduled a 1:30 pickup, which would have gotten us to the airport by 2:00 for 5:00 flight. Plenty of time for us to get through security and relax in the United Club before the flight. At 1:30, I called the concierge to make sure that they were on the way and I was told that they were stuck in traffic. At 2:00, I called back and I was told they were still in traffic but they should be there in 10 minutes. The concierge also gave me the drivers phone number. At 2:15, I called the driver and he told me he was 5 minutes away. Finally at 2:30, the driver showed up and we were on our way to the airport. The funny thing about the traffic is that we basically back tracked the route the driver came to pick us up (route 66 if you are familiar with the area). We arrived at IAD at 3:00. We were able to get checked in, pass through security, walk into the United Club to grab a can of soda and walk to the gate. THREE MINUTES later boarding started. It was not a very relaxing way to start our vacation.

We I got back home, I called the concierge back and filed a complaint. I spoke to one of the supervisors who stated she would do an investigation to figure out what happened. A couple of days later, I got a call back from the supervisor. She found out that the car service company did not dispatch the driver until 1:30 to come get me. He was also in downtown D.C. and would have to come out west past Manassas to my house. The supervisor apologized numerous times and she refunded me the entire amount. I must admit that I was hoping for a partial refund but was amazed that I got a full refund. I know that a lot of these forums are used to tell about bad experiences and losing a level of service, but I wanted to share an experience where someone went above and beyond.