Fredd

Thanks for what I hope for your sake (and UA's) is the end of the story. ^

CApreppie

It seems the only time that a serious complaint with UA gets rectified properly is that if the "victim" has the contact information of an executive or someone with clout. It is too bad that most customer service today relies on keep feeding them cut and past and hopefully they'll give up and go away.

RichardInSF

I've since gotten two further emails from UA confirming that the refund is on its way. Amex says it hasn't hit the account yet, but I am pretty confident now it will soon. KathyWdrf, you bet I challenged the charge with Amex -- I did that even BEFORE I contacted UA!

CApreppie, I don't fully agree with your comment. When I got serious about following through with UA, I didn't have any executive names other than Glenn Tilton's -- which I assume we all can get. I wrote him and the action all was initiated from that message. While obviously having an executive as a friend would help, in the absence of that I believe there were four critical factors which ultimately led to a satisfactory resolution:

(a) I had a legitimate, documented, serious, problem that was within the power of the airline to resolve.
(b) While I made it clear that I reacted emotionally, my communications were still unemotional and concise.
(c) What I asked for as compensation was reasonably proportionate to the seriousness of the problem. (thanks for the suggestion, Ozstamps!)
(d) I persisted.

Note that the resolution in my case -- a free upgrade on an international flight from business to first -- required final approval at the level of a company officer. That tells me that this is (deservedly) a significant judgment to UA, and if you are asking for this level of compensation, you need to have a serious justification to ask for it.

KathyWdrf

This list is worth filing away for future reference! ^

my2cents

A big thank you to RichardinSF for sharing his horrendous story from beginning to end. Not only is it an education in dealing with mindless bureaucracies but it was good reading as well! I hope I never have to use any of the suggestions in here but like a good insurance policy they're good to have on hand for a rainy day.

By the way, what did RichardinSF mean about ozstamps being on a "time out" from FT -- is that FT's version of making you sit in the corner for talking back to the teacher or is he just sick of us and taking a vacation for a little while?

P.S. DH and I are flying SFO to LHR next week on XF tickets -- we'll be sure to extend our love and best wishes to the dragon matrons from everyone here

SPN Lifer

The former.

my2cents

Lol!

Bluehen1

Not only is the list worthwhile for filing away, but Ozstamps letter is perfectly well written and can be adjusted based on the situation. It contains not only the complaint information but also a commendation of the company (a version of the old adage that it's better to attract flies with honey than vinegar).

WindFlyer

Something along those lines.
Oh, please do

KathyWdrf

But who in their right mind wants to ATTRACT flies?

Me, I want to repel, or even kill, them!

ozstamps

But in effect your return flight was the legendary DOUBLE upgrade was it not? From paid coach to F in a 3 classer? And not only that, one not supported by any Certs.

That might have been why it needed the rubber-stamp from someone senior I'd suspect?

I feel sure the credit will come thru, and glad I could help with the email style.

daslax

OK, I didn't focus on this thread until it reached almost 150 posts and then I just had to see what all the fuss was about. Fascinating read and impressive that everyone came together and forced UA to make good.

My only comment to add to all of this is the constant refernces to no double upgrades, as if it's some sort of unbreakable commandment of UA rules and regulations. Yes, in general it's not allowed. But I, and many others here, have received op-ups from NC to F on international flights for FREE. It happens maybe not routinely, but often enough that we've all come to obsess and speculate over which flights just might get you the lucky, elusive double upgrade. So double upgrading is not impossible and in fact a part of UA's irregular operations policy.

Those of us who have received these double ups or read the threads here on FT would not be in the least bit surprised to be given a UFC offer. As many have noted, at least they're trying to get revenue first before giving it away. And if the flight was not oversold, how would we know that? I would have assumed that they were merely trying to get some cash of me before resorting to op-ups and that I was doing BOTH of us a favor. So I don't appreciate the lectures about no double upgrades, they can and do happen.

In any case, glad this worked out in the end and hope that everyone who behaved appallingly is given a good talking-to and official reprimand.

ozstamps

Just curious if the upgrade charge ever did end up being credited by UA, and how long it took?

cbourl

So guys if i have upgraded a Z fare from SFO-SYD to NF with 30K miles and the $500 copay, am I stil lentitled to access the SFO United First Lounge?

WillR

Well thanks for bumping this 5 year old thread... I missed it the first time around