united not refunding GPU charges when changed
 

I have flown to and from LHR 5 times this year and on 3 occasions used GPUs on the return trip which incurs a $100 charge. On each trip I did a same day change on each at least once (once twice) and reapplied the GPU. Each time they charged another $100 but never refunded the cancelled GPUs.
Anyway, I called and because it has been more than a week the 1K line couldn't do anything and said I needed to request a refund. So I took screen shots and copied the ticket numbers and emailed it all to 1Kvoice. It has been nearly a week and I have not heard anything...not even an autoresponce. Is there another email address to which I can send my refund request?

Submit a DOT complaint. Especially since it sounds like you have all the necessary screenshots. UA is committing fraud by doing this and informing the DOT is the best way to get your refund processed and to push the DOT to fine UA for these practices.

It's very important that you report this to the DOT. Refund delays are a chronic issue for UA, and they have been fined for it. Report it. Pretty please, with a cherry on top.

Call 1K, I had an issue and can't remember who on here recommended it to me. When I called, they processed it right there on the phone with me.

Though, note that when I emailed 1K, they told me they were processing refunds up to 30 business days (which is beyond the 7 business day requirements for credit card).

I had to push them on the phone that if I couldn't resolve that day, that I was going to submit a DOT complaint as it was well beyond 7 business days. They immediately acknowledged and handled.

You should submit it to the DOT even if they do acknowledge it. This behavior is unacceptable but unless it's reported to the DOT, there's no record on which the DOT can fine UA and force them to clean up their act.

Like many things only in the aviation industry do we think this is acceptable behavior. Heck I just returned something to Amazon and they provided me an instant refund (or refunded by CC) while giving me up to 30 days to return the item.

You can also dispute the charge with the credit card company especially since you have the documentation as well as a complaint to the DOT.

Go through their online refund request process. They WILL give you a refund on your c card. It takes about 10 days. From experience on LHR upgraded flights where changes automatically incurred a second (incorrect) UK departure tax. No need to make a big deal of this.

Only in airline land -- or perhaps just United land -- could someone think that.

Other companies are expected to give a refund, immediately and without a request, for services not rendered. It is completely remarkable to me that this could be viewed as not a "big deal." How many people let the extra charges go because they don't notice them, or think they must be accurate, or can't be bothered?

The DOT needs to fine United again, and again, and again, and again until they fix this. It is completely, utterly unacceptable.

Yes, there is.

First of all, the refund should be automatic.

Second, the law is that they must make the refund within seven days if payment is by credit card.

UA is knowingly and repeatedly violating the law by delaying refunds.

Use the refund form and you will see your refund. Generally takes 3-5 days although I know people who have waited as long as 10. If you sent it to someone at UA who doesn't handle the refunds, it's stuck in some database being forwarded.

DOT doesn't really care that UA chooses to use refunds to do refunds.

Sometimes the anti-customer stuff is somewhat accurate, even though I don't agree with it.

This, on the other hand, is so incredibly far from the truth that I don't even know how to respond to it.

This is a great example of a knowing violation of DOT regs.

See above.

Are you asking about the return of the GPU or the APD? I'm unclear from your post.

From Aug 2013:

Come on UA. What other business do you need to take screen shots, hard copies, etc. to receive decent and prompt customer service? Contact the DOT. Perhaps another fine might get UA's attention.

OK, to each his own. I agree that in a perfect world is should be automatic but the world is far from perfect and UA is one example among many imperfections. I am of the opinion that my time is better spent focusing on taking care of the things I can effect, and I don't worry about the things I cannot. Saves me a lot of stress and headache... and I am already waaay to good at stressing, lol.

As far as knowingly and repeatedly breaking the law... did anyone reading or posting drive over the speed limit today? Yesterday? Will do so tomorrow? Human nature causes many to obey the laws that serve them and disregard those that don't (not addressing the right or wrong of that). And I think speeding is more dangerous than not being on top of a refund until requested by the customer.

Yes, I know that some *may* effect large scale change with grass roots efforts, such as getting every DOT violation to be reported, but FT is such a small part of the bigger picture that I don't see us having the ability to truly effect larger scale change in that regard. If you do, great. I respect that but I am content to take 5 minutes to request a refund and move on with my life. :)

I can already hear the responses - we are letting them take advantage of us and they will continue until they are forced to change. Got it. Best of luck to anyone who wishes to attempt to achieve that result. Really, nothing negative here. Just don't talk to me about driving the speed limit, lol.