So much for thinking United had done what they said they were going to do.

Here is the situation:
I purchased a round-trip ticket from JFK to SIN. I needed to change my return (to exactly what, I do not know) and because of the fare rules (to change, you must upfare AND pay the $100 charge - and it would be using the JFK-SIN fares which are more expensive than the SIN-JFK fares), it was infact cheaper to cancel my return and then rebook a one way home from SIN. I called United Australia (where I am currently) to take care of this and first they told me it was not refundable. Then I read them the fare rules and the still argued, but finally, they said I would be receiving a refund for X amount. The person I spoke to said they would be sending an email confirming the cancellation and the amount I would be refunded.

Well, I never received an email so I tried to call UA Australia again, but they are closed. So I bit the bullet and paid a fortune to call UA in the states. The woman I talked to said "this is a non-refundable fare, but I see it is cancelled." I then explained that the fare rules indicated it was refundable, to which she replied "well, then call back tomorrow when the refund department is open. I do not see that this was processed for a refund."

First of all, I am rather upset that everyone keeps telling me this is non-refundable. It clearly says in the fare rules that it is cancelable and refundable both BEFORE and AFTER departure, minus a fee. They should be able to read the text of the rules as easily as I can. Second, why did the UA Australia rep say it was processed for a refund if it wasn't?

Where should I contact to make sure this is handled? Is the refunds department in the states in fact the best? Do I have any recourse at this point since my ticket is already cancelled if they tell me I am due no refund? Should I call back United Australia first tomorrow morning?

On a side note, a issue very similar to this is why I now refuse to fly continental (the airline which I previously flew exclusively). I really hope that it doesn't come to that with United.

Yes I'd call the refund department and explain what has happened.

I would never have called UA Aus if I purchased a ticket in the US... I personally think that you'd be looking for trouble.. The International Call centres don't seem to understand policies in the US and only really want to deal with customers booking in their own country (so to speak).

Doesn't the Aussie UA number direct you the Phillipines anyway or hasn't that been instituted yet? I wouldn't know, I always call the 1P line in the US. And I mean ALWAYS.

goodo

Yah, I just called the number here because I didnt want to pay the $1+ to call the US from my cell. I guess that was a major mistake. I still cannot get over why the guy would tell me it was processed for a refund, that the amount was the amount it should be, and then it not be the case... If he was just trying to get me off the phone that is totally unacceptable

Is it possible that the refund department simply hasn't received/processed the refund request yet, given the fact that it was closed?

Good point. At this point, that is what I am hoping. However, the US Agent said that when it was cancelled, she didnt see a refund request with it, so maybe it is just because it was closed.