Help, Advice, Commiserate!
 

I'm 1P and wife is 1K (in 2 weeks).
Parents are general members.

Parents have a major problem.

1) Booked flight to SIN for a cruise last Dec.
2) Car accident, cancelled.
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3) Rebooked with $100 penalty for Hawaii
4) Mom broke ankle (1 plate and 10 pins) on the way out the front door to catch the airporter in July. Cancelled.
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So far so good right? No problems with UA.

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5) Called to rebook with a second $100 penalty for Dec because the e-ticket was only rebookable for a year.
Rookie rep (Guess Where) on the general number did not use the e-ticket number supplied to her to book the Dec Hawaii tickets. Instead she charged the entire amount of the new tickets.
6) Once noticed on the CC website another call was placed.
7) After a long wait, was told to call Refunds (Mexico).
8) Refunds said they could not issue a refund for the improperly issed tickets.
9) They said they would refund the $100 change fees however.
10) Instead of refunding them, they CHARGED an additional $100 each.
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I told my parents I'd take ofver from here because I am sure that there general status is adversely affecting their service level.
I've spoken to reservations but they have told me to call Premier Customer Relations.
After a FT "search", I'm a bit dis-heartened with what I've read.

Any quick advice would be much appreciated.


Regards,

Scho

Wow - sounds like a ton of problems piling up here. Good luck straightening it out.

I would file a complaint with the credit card company for those charges. Send the letter to UA and the credit card company explaining what action was requested, what should have happened and how much the charge should've been. At the same time, contact customer relations/refunds and see what they can do for you.

Yes! This is definately an option. Charge posted to the CC Oct 5 (errant bookings) and Oct 7 ("credits" charged).

I suppose they could dispute and rebook using the original e-ticket credits, but UA should step up to the plate to solve the problem before it gets to this point.

And here I sit contemplating booking 2 C RT's to Asia on UA.

Scho

Just don't wait so long that the credit card won't honor the dispute .. UA refunds is notorious for taking a long time to resolve problems like this and they'll likely offer you voucher credit before refunding the ticket. Expect a lot of back and forth.

If the tickets are still in the same price range, make new reservations and put them on hold (if you're 1K, it's available on ual.com) and then call them tomorrow when they're open and see if you can negotiate the roll back of the entire transaction.

This issue has supposedly been resolved!

Called customer relations and all they could do was to document a complaint.
Then because travel had not commenced they were going to transfer me to reservations. I asked for a 1P Reservations Supervisor and CR said I had to go through the agent level. So I got put on hold with the music for a while.

The music stopped and there was silence for a few seconds, and then before hanging up, I said, "hello."

Ms. Minton from the 1K desk in Detroit was on the other end :D
She was as surprised to be talking with me as I was with her :eek:
I guess the CR rep botched the transfer or something. She was waiting for him to come back to her with an answer to a question that she had so I could be sent to the right place.

Ms. Minton stood up and did not pass the buck! She was awesome! She solved the problem! I explained, she researched with the ticket numbers, I was put on hold, she came back with the solution!!!!!!

Thanks Ms. Minton ^

Great ending! :-: ^ :-:

Send an email to [email protected] with a summary of the issue and resolution. Ms. Minton deserves some kudos for working that mess out.

Done ^