At what point do you cut your losses when trying to get UA to honor a fare?
May 15, 2019, 6:00 pm
#1
FlyerTalk Evangelist
Original Poster
Join Date: Feb 2000
Location: Los Angeles
Programs: UA Plat 2MM. DL Plat, AS MVP
Posts: 12,752
At what point do you cut your losses when trying to get UA to honor a fare?
Dear UA Sages,
UAL.com had a fare I like. But the page errorred out when I finalized. Happened three times.
I called ual.com, and I got a great agent who honored the fare (as opposed the the fare that was $400 higher). But she booked the wrong departure. I realized it right away and told her. She asked me to hold while she fixed it. But after a while she asked to put me on hold. I explained that I needed to start a meeting. She said she would fix it and that she would send me an email within 10 minutes.
An hour later, no email.
So I called back and the agent pulled up the record with the wrong flight. There were no notes, so I explained the situation. She put me on hold for 10 minutes, then the call dropped.
I called back. Next agent saw a new note that my fare could not be honored. But he tried hard to find another similar fare. But there was nothing. The fare bucket just wasn't there to pull from.
I went back on line and saw the fare still being offered. So I called again. Agent had me on hold for 15 minutes. She then said, "I got it for you!" Then the line cut out again.
I can persist, and I will probably get the fare. But to what end? I value my time, and it could take a couple of hours to push this through.
Is it worth it?
UAL.com had a fare I like. But the page errorred out when I finalized. Happened three times.
I called ual.com, and I got a great agent who honored the fare (as opposed the the fare that was $400 higher). But she booked the wrong departure. I realized it right away and told her. She asked me to hold while she fixed it. But after a while she asked to put me on hold. I explained that I needed to start a meeting. She said she would fix it and that she would send me an email within 10 minutes.
An hour later, no email.
So I called back and the agent pulled up the record with the wrong flight. There were no notes, so I explained the situation. She put me on hold for 10 minutes, then the call dropped.
I called back. Next agent saw a new note that my fare could not be honored. But he tried hard to find another similar fare. But there was nothing. The fare bucket just wasn't there to pull from.
I went back on line and saw the fare still being offered. So I called again. Agent had me on hold for 15 minutes. She then said, "I got it for you!" Then the line cut out again.
I can persist, and I will probably get the fare. But to what end? I value my time, and it could take a couple of hours to push this through.
Is it worth it?
May 15, 2019, 6:08 pm
#3
FlyerTalk Evangelist
Original Poster
Join Date: Feb 2000
Location: Los Angeles
Programs: UA Plat 2MM. DL Plat, AS MVP
Posts: 12,752
May 15, 2019, 6:51 pm
#5
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 5,652
Sounds like my old boss, always on my end in his opinion for dropped calls. Never mind the 4 conference calls per day that are perfect, until I call him. Aren’t many agents working from home now with UA? I would imagine they have an IP phone, and I’m betting they don’t have fiber into their home as I do.
May 16, 2019, 3:31 pm
#7
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,026
May 16, 2019, 4:51 pm
#8
Join Date: Feb 2017
Programs: United GS; AA EXP; Marriott Ambassador
Posts: 174