Conflicting Information on UA Baggage Allowance for my Trip
Apr 3, 2015, 9:10 pm
#1
Original Poster
Join Date: Apr 2015
Posts: 4
Conflicting Information on UA Baggage Allowance for my Trip
Hi,
I've booked an economy flight on UA from US to Middle east for May, part of the trip is operated by LH. in my initial confirmation email it is stated that I can check 2 bags (50 lbs) free of charge and the eticket receipt also confirms that.
A few days after booking, I called UA to add my mileageplus number to the reservation and the next day, when I went on their website to double check everything I noticed that now they are saying your baggage allowance is ONE piece and second piece will cost you $100. I kept calling them several times about this and nobody appears to understand what I'm saying, very poor customer service... (I wish I never added that number to the reservation)
I called LH, they still say you can have 2 pieces but UA keeps saying we don't care about your initial confirmation or other carriers, now your reservation says one so you can take one.
I am totally confused! Any thoughts? Ideas? Suggestions?
I've booked an economy flight on UA from US to Middle east for May, part of the trip is operated by LH. in my initial confirmation email it is stated that I can check 2 bags (50 lbs) free of charge and the eticket receipt also confirms that.
A few days after booking, I called UA to add my mileageplus number to the reservation and the next day, when I went on their website to double check everything I noticed that now they are saying your baggage allowance is ONE piece and second piece will cost you $100. I kept calling them several times about this and nobody appears to understand what I'm saying, very poor customer service... (I wish I never added that number to the reservation)
I called LH, they still say you can have 2 pieces but UA keeps saying we don't care about your initial confirmation or other carriers, now your reservation says one so you can take one.
I am totally confused! Any thoughts? Ideas? Suggestions?
Last edited by FlyinHawaiian; Apr 4, 2015 at 4:18 am Reason: masked profanity removed
Apr 3, 2015, 9:17 pm
#2
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,161
Welcome to FT!, mhdsbh
The addition of your MP account should not have made any difference (if you are not an UA elite).
Without knowing the specific destination city hard to determine the correct answer. The LH should make any difference if UA is handling the TATL portion.
Try checking http://www.united.com/CMS/en-US/trav...edBaggage.aspx and see what it reports.
Q: was this an award ticket purchase from an elite's account?
The addition of your MP account should not have made any difference (if you are not an UA elite).
Without knowing the specific destination city hard to determine the correct answer. The LH should make any difference if UA is handling the TATL portion.
Try checking http://www.united.com/CMS/en-US/trav...edBaggage.aspx and see what it reports.
Q: was this an award ticket purchase from an elite's account?
Apr 3, 2015, 9:43 pm
#3
Original Poster
Join Date: Apr 2015
Posts: 4
Indeed I believe this addition made things to mess.
Btw I guess my main question is Why is the confirmation email different from what is on website and which one is valid?
Apr 3, 2015, 9:47 pm
#4
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,161
Apr 3, 2015, 9:53 pm
#5
Original Poster
Join Date: Apr 2015
Posts: 4
Apr 3, 2015, 10:19 pm
#6
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
Posts: 67,161
I should have been more specific -- check the "Any flights" tab to test various scenarios -- I think you will find there is no difference between no FF or General member UA FF.
Apr 4, 2015, 1:26 am
#7
Join Date: Nov 2003
Location: CGK/KOA
Programs: AA ExPlat HH Diamond
Posts: 1,692
How I would handle it?
1. Save email that states two bags free.
2. Check in at airport. If agent tries to charge for 2nd bag, show email.
3. If agent is not able to rectify and charges for 2nd bag ask him or her to clarify why you aren't getting what was stated you are getting.
4. If agent is still not able to rectify, don't push it with the agent. They are just doing as told by the comupter.
5. Pay 2nd bag fee.
6. Dispute with UA and then credit card company if needed.
1. Save email that states two bags free.
2. Check in at airport. If agent tries to charge for 2nd bag, show email.
3. If agent is not able to rectify and charges for 2nd bag ask him or her to clarify why you aren't getting what was stated you are getting.
4. If agent is still not able to rectify, don't push it with the agent. They are just doing as told by the comupter.
5. Pay 2nd bag fee.
6. Dispute with UA and then credit card company if needed.
Apr 4, 2015, 3:30 am
#8
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,220
How I would handle it?
1. Save email that states two bags free.
2. Check in at airport. If agent tries to charge for 2nd bag, show email.
3. If agent is not able to rectify and charges for 2nd bag ask him or her to clarify why you aren't getting what was stated you are getting.
4. If agent is still not able to rectify, don't push it with the agent. They are just doing as told by the comupter.
5. Pay 2nd bag fee.
6. Dispute with UA and then credit card company if needed.
1. Save email that states two bags free.
2. Check in at airport. If agent tries to charge for 2nd bag, show email.
3. If agent is not able to rectify and charges for 2nd bag ask him or her to clarify why you aren't getting what was stated you are getting.
4. If agent is still not able to rectify, don't push it with the agent. They are just doing as told by the comupter.
5. Pay 2nd bag fee.
6. Dispute with UA and then credit card company if needed.
Apr 4, 2015, 8:33 am
#9
Original Poster
Join Date: Apr 2015
Posts: 4
I send them a message on FB and attached my confirmation stating 2 and recent one saying 1. They replied to take my initial confirmation and airport staff should waive the second bag's fee.
Seems to be OK. Thank you all