Bait & Switch? Online upgrade offers billed at higher price / not correctly booked!
Apr 13, 2015, 8:50 am
#241
Join Date: Jul 2010
Location: WAS
Programs: UA Silver, Marriott Titanium, Nexus, GE
Posts: 2,123
Clearly, it's absolutely unacceptable for any company (not just UA) to charge you any other amount that what you agree to on the checkout page.
Apr 13, 2015, 8:53 am
#242
FlyerTalk Evangelist
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Location: Northern Calif./Eastern Ida.
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Apr 13, 2015, 4:17 pm
#243
Join Date: Jan 2013
Location: LA
Posts: 1,281
Heard back from DOT / Chase, and things were positive on that end.
Heard from 1K today....have to love their response....customers' responsibility to notify us prior to making purchase if they notice a technology related error.
I guess my lesson today is check with UA to make sure any purchase going forward is not an "error" even when the price looks legit and that 1K actually got back to me in a reasonable amount of time!
Heard from 1K today....have to love their response....customers' responsibility to notify us prior to making purchase if they notice a technology related error.
I guess my lesson today is check with UA to make sure any purchase going forward is not an "error" even when the price looks legit and that 1K actually got back to me in a reasonable amount of time!
Apr 13, 2015, 4:23 pm
#244
Suspended
Join Date: Apr 2015
Posts: 6
Apr 13, 2015, 4:30 pm
#245
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,854
Apr 24, 2015, 3:19 pm
#247
Join Date: May 2008
Location: Up in the Air
Programs: DL MM; UA MM/1K
Posts: 613
International Buy-Up Bait and Switch
I purchased tickets for me and my wife EWR->TLV->EWR in June.
United ticket stock.
EWR->TLV on Swiss via ZRH in business.
Return on UA TLV->EWR in coach.
Last week I checked the reservation and was offered to upgrade the retun to Business for $674 a person.
I accepted the offer but later noticed that I was charged $1,600 per person for the upgrade.
Two separate United Web reservations agents admitted that I was quoted $694 but refuse to honor the quote "since it did not account for the ticket involving another airline"
How can I force UA to honor the quote?
Thanks for the advice
DLP
United ticket stock.
EWR->TLV on Swiss via ZRH in business.
Return on UA TLV->EWR in coach.
Last week I checked the reservation and was offered to upgrade the retun to Business for $674 a person.
I accepted the offer but later noticed that I was charged $1,600 per person for the upgrade.
Two separate United Web reservations agents admitted that I was quoted $694 but refuse to honor the quote "since it did not account for the ticket involving another airline"
How can I force UA to honor the quote?
Thanks for the advice
DLP
Apr 24, 2015, 3:26 pm
#248
Join Date: Jun 2011
Location: Colorado
Programs: United MM (formerly 1K), Marriott Lifetime Gold
Posts: 551
I purchased tickets for me and my wife EWR->TLV->EWR in June.
United ticket stock.
EWR->TLV on Swiss via ZRH in business.
Return on UA TLV->EWR in coach.
Last week I checked the reservation and was offered to upgrade the retun to Business for $674 a person.
I accepted the offer but later noticed that I was charged $1,600 per person for the upgrade.
Two separate United Web reservations agents admitted that I was quoted $694 but refuse to honor the quote "since it did not account for the ticket involving another airline"
How can I force UA to honor the quote?
Thanks for the advice
DLP
United ticket stock.
EWR->TLV on Swiss via ZRH in business.
Return on UA TLV->EWR in coach.
Last week I checked the reservation and was offered to upgrade the retun to Business for $674 a person.
I accepted the offer but later noticed that I was charged $1,600 per person for the upgrade.
Two separate United Web reservations agents admitted that I was quoted $694 but refuse to honor the quote "since it did not account for the ticket involving another airline"
How can I force UA to honor the quote?
Thanks for the advice
DLP
http://www.dot.gov/airconsumer/air-t...t-comment-form
Apr 24, 2015, 8:24 pm
#250
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
Apr 24, 2015, 10:19 pm
#251
Join Date: May 2008
Location: Up in the Air
Programs: DL MM; UA MM/1K
Posts: 613
While typing the DOT complaint I tried again, was redirected to a customer service number (877)624-2660. The person that answered the phone said she could not help. I asked her to confirm the details in the DOT form and she escalated the call to a service director. He reviewed the resevation history and:
1) Revealed that the amount that was billed (and approved for credit card charge) was $674 per person. In other words I was a victim of credit card fraud and not Bait and Switch.
2) Honored the original quote and credited my credit card for the difference.
Conclusion:
1) I managed to get UA to honor the quote.
2) All the agents I spoke with knew their job, and all but one were very professional in their attitude even if they couldn't help.
3) The mention of a DOT record was enough to change the response - Kudos to the government for having my back.
DLP
Apr 24, 2015, 10:45 pm
#253
Join Date: May 2008
Location: Up in the Air
Programs: DL MM; UA MM/1K
Posts: 613
Apr 25, 2015, 4:11 am
#254
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I truly do not understand how they can consistently and blatantly get away with this without the customer having to resort to filing DOT complaints. Glad you got it all sorted.
Apr 25, 2015, 5:15 am
#255
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