UA cancelling paid for reservations without notice
Mar 21, 2012, 7:06 pm
#16
Join Date: Jul 2010
Programs: UA 1K, Star Gold,Marriott Gold, Hertz Presidents Circle
Posts: 414
For the record, I think that they should refund the E+ upsell if they can't provide it now.
Last edited by iluv2fly; Mar 21, 2012 at 8:28 pm Reason: merge
Mar 29, 2012, 2:40 pm
#17
Original Poster
Join Date: Nov 2009
Location: San Francisco
Programs: United, BA, FlyingBLue, AA
Posts: 99
No resolution, but an end to the story:
It is true that Flight 1136 from SFO-EWR is a 737-800, a PMCO plane with very few E+ seats; however it was a bulkhead seat that was paid for and subsequently taken away without notification. Thank you to those who recommended finding a sympathetic ticket agent, rather than following the reservation agent’s claim that only the gate agent can make a seat change on a 100% full flight T-24. With the standard chaos of SFO check-in, exacerbated by abandoned curb-side check-in stations, I found a ticket agent who was on break that was willing to take some action. She was able to change the seat assignment to a better E-seat (but not E+) and call for the reserved wheel chair assistance. She was able to get me a gate pass, that allowed me to accompany her to the gate. It should be noted that every ground personnel I have had interactions with recently have apologized for screw ups like these and have complained about the new restrictions imposed on them by managers, preventing them from providing the service that we have been accustomed to pre-merger. Obtaining a refund for the premium seat charge, at least, is in the works - well' see how long that takes.
It is true that Flight 1136 from SFO-EWR is a 737-800, a PMCO plane with very few E+ seats; however it was a bulkhead seat that was paid for and subsequently taken away without notification. Thank you to those who recommended finding a sympathetic ticket agent, rather than following the reservation agent’s claim that only the gate agent can make a seat change on a 100% full flight T-24. With the standard chaos of SFO check-in, exacerbated by abandoned curb-side check-in stations, I found a ticket agent who was on break that was willing to take some action. She was able to change the seat assignment to a better E-seat (but not E+) and call for the reserved wheel chair assistance. She was able to get me a gate pass, that allowed me to accompany her to the gate. It should be noted that every ground personnel I have had interactions with recently have apologized for screw ups like these and have complained about the new restrictions imposed on them by managers, preventing them from providing the service that we have been accustomed to pre-merger. Obtaining a refund for the premium seat charge, at least, is in the works - well' see how long that takes.
Mar 29, 2012, 2:46 pm
#18
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,820
Glad to hear it sort of worked out, but too bad you had to hassle with this so much along the way.
I've been impressed by how well UA personnel have handled the additional stress and challenges in the wake of March 3rd.
I've been impressed by how well UA personnel have handled the additional stress and challenges in the wake of March 3rd.
Mar 29, 2012, 3:36 pm
#20
Join Date: Jan 2010
Location: OAK
Programs: UA-Plat AS-MVPG
Posts: 198
I hate talking with call centers in India, I have had them flat out lie to me to get me off the phone quicker.
"We are refunding your credit card sir." Get the bill a few weeks later, charge still on there.
(this was FTD for what it is worth though)
"We are refunding your credit card sir." Get the bill a few weeks later, charge still on there.
(this was FTD for what it is worth though)
Mar 29, 2012, 4:01 pm
#21
Join Date: Feb 2008
Location: SFO
Programs: UA 1K/MM
Posts: 234
