Originally Posted by
PTahCha
She was advised not to go to ORD by UA, yet she went anyways. This falls in the same category of buying your own ticket in an IRROP - you are doing this at your own risk of not getting reimbursed. UA was not obligated to provide a refund, but did so, probably at the behest of media attention.
Right - UA in ORD won't go and look for the customer's bag even though the customer tells UA where the bag is located. Their response is "submit a claim and we will reimburse you." Customer decides to go find her bag, finds it, brings it back home, and UA's response is "you should have stayed home and submitted a claim?" In what PR universe is that a good look for United? Had UA been proactive, we would have never heard about this incident, unless the customer chose to make it a good news story. But because UA hid behind its stovepiped business model, they once again look bad.
I guess when your motto is "going for good," that's acceptable. Why do anything above and beyond the bare minimum?