<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by KGruendel:
I did not say anything about UAL.com. I described a situation in which the ticket was sold by a United reservations agent (i.e. telephone reservation); thus your ITN analogy doesn't apply.
Allow me to clarify my position. If I have been screwed by United Express and write a letter to United customer service, then I at least expect United to contact the United Express carrier to alert them to the issue. If the Express carrier does nothing, and I alert United to this, I expect United to contact the Express carrier again and get them to respond to my complaint. Just "forwarding" my letter to the Express carrier and then forgetting about the issue is not enough. </font>
Please clarify your position further. Is that what did indeed happen?
And when did whatever in your case happen? Recently? Or several years ago?
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United should also require Express carriers to abide by United's "customer service commitment" (or whatever it's called).</font>
United calls it their "Our United Commitment" (gack). United does claim they require United Express carriers to abide by its "major" points.
Some background: many parts of their "Commitment" came about the last time Congress was provoked into holding hearings into passenger complaints over airline practices. The "United Commitment" and related "commitments" from other airlines were what the airline CEOs offered Congress to back off from taking regulatory action. It worked -- at least as far as the airlines are concerned.
It's in United's business interest to at least look like they're making good on their commitment, cause if they don't, the airlines won't likely escape Congress so easily next time.
It will be interesting to hear the response the original poster of this thread gets from UA about his recent UA Express experience and compare it to what response you received (which I take it happened several years ago from your reference to the 1995 Contract of Carriage).
[This message has been edited by Quokka (edited 01-23-2002).]