Lack of follow-through on CS response


Old Aug 6, 12, 7:38 pm
Thread Starter
Join Date: Sep 2005
Programs: UA Premier Exec
Posts: 1,115
Lack of follow-through on CS response

I complained about a denied boarding and consequent lost upgrade (by miles) using the Customer Care site. Took about 4 weeks to respond, but reply that I would get 20,000 miles refunded for upgrade not received and additional $200 e-cert. Well that was over two weeks ago, but no e-cert and no miles. So I submitted another complaint over the lack of follow through on the resolution to the original problem. That makes 3 complaints since March 3rd of this year. I think I only sent in 4 complaints during the previous 15 years!
AlanInDC is offline  
Reply With Quote
Old Aug 6, 12, 9:51 pm
Join Date: Aug 2008
Location: Planet Earth(most days)
Programs: Hilton Honors, SPG, Marriott
Posts: 1,494
I would be making a phone call as opposed to sending an email, since IME email systems aren't even close to making anything happen.

The reason why I say that is that I had two very different things happen both of which email did not fix. The first was a refund on a ticket, which I followed the direction of the 24 hour guarantee. Two emails and zero success later, I called and it was fixed and refunded within 72 hours.

The second was when I was trying to do a status match this past March. I quite honestly did not realize that the two res systems were being merged and quite the debacle happened over here. Out of sight, out of mind eh? Anyways after a month and a half, I received an email from Customer Care asking if everything went alright with the status match. The problem was UAL never matched me over and I forgot about it as my job changed focus and with it, travel went down for the summer.

But since travel resurfaced, I looked to status match again and I called this time and they had everything taken care of within the hour of me calling them.
aviatorzz is offline  
Reply With Quote

Thread Tools
Search this Thread
Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off

Forum Jump

All times are GMT -6. The time now is 1:34 am.

Home - News - Forum - Hotel Reviews - Glossary - Contact Us - Airport Code Lookup - Terms of Use - Privacy Policy - Cookie Policy - Advertise on FlyerTalk - Archive - Top

This site is owned, operated, and maintained by Copyright 2017 All rights reserved. Designated trademarks are the property of their respective owners.