I'm 1P and wife is 1K (in 2 weeks).
Parents are general members.

Parents have a major problem.

1) Booked flight to SIN for a cruise last Dec.
2) Car accident, cancelled.
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3) Rebooked with $100 penalty for Hawaii
4) Mom broke ankle (1 plate and 10 pins) on the way out the front door to catch the airporter in July. Cancelled.
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So far so good right? No problems with UA.

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5) Called to rebook with a second $100 penalty for Dec because the e-ticket was only rebookable for a year.
Rookie rep (Guess Where) on the general number did not use the e-ticket number supplied to her to book the Dec Hawaii tickets. Instead she charged the entire amount of the new tickets.
6) Once noticed on the CC website another call was placed.
7) After a long wait, was told to call Refunds (Mexico).
8) Refunds said they could not issue a refund for the improperly issed tickets.
9) They said they would refund the $100 change fees however.
10) Instead of refunding them, they CHARGED an additional $100 each.
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I told my parents I'd take ofver from here because I am sure that there general status is adversely affecting their service level.
I've spoken to reservations but they have told me to call Premier Customer Relations.
After a FT "search", I'm a bit dis-heartened with what I've read.

Any quick advice would be much appreciated.


Regards,

Scho