Award miles charged twice
Nov 27, 2006, 2:34 pm
#1
Original Poster
Join Date: Apr 2000
Location: Chicago Illinois
Programs: 1MM UA
Posts: 1,753
Award miles charged twice
Last week I got an award ticket on the web. When I finished, it said that the reservation had been made, but there was a problem ticketing the reservation and I would need to call. I called customer service, who switched me to reservations who switched me to web support. I was told there was a problem with the address on my credit card for the $5.00 charge.
We never figured out the problem; I finally just switched to another card.
Then he told me to wait while he adjusted the miles.
Today I checked, and the miles had been subtracted from my account twice.
There was just one confirmation number. I called customer service, who switched me to reservations, who switched me to web support. (Some things I am slow to learn.) They kept me on the phone for over 1/2 hour while they were working on it. First I was told that I had to stay on the line or they couldn't work on my problem anymore. After 30 minutes, they told me they would continue to work on it, and I didn't need to stay on the line anymore. My fingers are crossed.
We never figured out the problem; I finally just switched to another card.
Then he told me to wait while he adjusted the miles.
Today I checked, and the miles had been subtracted from my account twice.
There was just one confirmation number. I called customer service, who switched me to reservations, who switched me to web support. (Some things I am slow to learn.) They kept me on the phone for over 1/2 hour while they were working on it. First I was told that I had to stay on the line or they couldn't work on my problem anymore. After 30 minutes, they told me they would continue to work on it, and I didn't need to stay on the line anymore. My fingers are crossed.
Nov 27, 2006, 2:47 pm
#2
FlyerTalk Evangelist
Join Date: Oct 2004
Programs: Nah.
Posts: 13,967
If you don't seem them back in your account tonight, calling MP is probably the best thing to do. They should be able to put them back in your account while you're on the phone.
Nov 27, 2006, 7:16 pm
#3
Join Date: Sep 2004
Location: NYC
Posts: 1,082
Originally Posted by qasr
If you don't seem them back in your account tonight, calling MP is probably the best thing to do. They should be able to put them back in your account while you're on the phone.
Nov 28, 2006, 7:20 am
#4
Original Poster
Join Date: Apr 2000
Location: Chicago Illinois
Programs: 1MM UA
Posts: 1,753
It was Mileage Plus Customer Service that I originally called both times
(800-XXX-XXXX). I agree that they are usually very helpful.
This morning my miles were still missing. I went onto the web to check
my itineraries again. I clicked on "e-receipt" and saw that while there
is one confirmation number, there are two ticket numbers. I just
checked both credit card accounts, and it appears I haven't been charged
the $5.00 fee at all. (??)
It is over a month until my trip. I have sent an email with all the details
to MP customer support, and my fingers are still crossed.
NB: Our policy is not to publish elite numbers in public posts. Posting general numbers, freely available to the public, is fine, however Thanks.
(800-XXX-XXXX). I agree that they are usually very helpful.
This morning my miles were still missing. I went onto the web to check
my itineraries again. I clicked on "e-receipt" and saw that while there
is one confirmation number, there are two ticket numbers. I just
checked both credit card accounts, and it appears I haven't been charged
the $5.00 fee at all. (??)
It is over a month until my trip. I have sent an email with all the details
to MP customer support, and my fingers are still crossed.
NB: Our policy is not to publish elite numbers in public posts. Posting general numbers, freely available to the public, is fine, however Thanks.
Last edited by iluv2fly; Nov 28, 2006 at 9:19 am Reason: elite number edited
Nov 28, 2006, 7:32 am
#5
Join Date: Oct 2006
Location: Chicago - Logan Square
Programs: UAL 1P,HH D, SPG GP, FT Newbie!
Posts: 223
Originally Posted by sosafan
Last week I got an award ticket on the web. When I finished, it said that the reservation had been made, but there was a problem ticketing the reservation and I would need to call. I called customer service, who switched me to reservations who switched me to web support. I was told there was a problem with the address on my credit card for the $5.00 charge.
We never figured out the problem; I finally just switched to another card.
Then he told me to wait while he adjusted the miles.
We never figured out the problem; I finally just switched to another card.
Then he told me to wait while he adjusted the miles.
Nov 28, 2006, 9:05 am
#6
Join Date: Feb 2006
Location: Bay Area, CA
Programs: UA 1K; Marriott Platinum, Hilton Diamond, Hyatt Gold
Posts: 828
For my husband's upgrade in Sept., they pulled the miles out twice and he did eventually get the miles back but it took about 2 1/2 weeks. I was told my MP that they were "running behind". They should at least be able to confirm that they see that the request as been processed.
Nov 28, 2006, 2:54 pm
#7
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,308
Originally Posted by sosafan
I clicked on "e-receipt" and saw that while there
is one confirmation number, there are two ticket numbers.
is one confirmation number, there are two ticket numbers.
-David
Dec 5, 2006, 4:20 pm
#8
Original Poster
Join Date: Apr 2000
Location: Chicago Illinois
Programs: 1MM UA
Posts: 1,753
The had to "call Detroit"
So I wrote customer service, and they told me:
----------------------------------------
Hello Mr. Goodman,
Thank you for being a loyal Premier Executive member.
Our Award Reservations teams will be able to assist you with this. For domestic travel call xxx-xxx-xxxx; ...
Feel free to contact us for any issues directly related to your Mileage Plus account.
-----------------------------------------
I guess being charged twice isn't directly related to my account.
So I called again, and pointed out the two ticket numbers. This time they were able to fix the problem in just under 15 minutes. But was kept on hold for a while, because I was told "We have to call Detroit". The problem, as I
understood it, was they couldn't refund the previous ticket(s) and give me a
new one because there was no more availability. But the problem seems to
be all resolved now. I have no explanation why my first phone call led to
no resolution, and there is evidence that MP cannot deal with ticket issues.
----------------------------------------
Hello Mr. Goodman,
Thank you for being a loyal Premier Executive member.
Our Award Reservations teams will be able to assist you with this. For domestic travel call xxx-xxx-xxxx; ...
Feel free to contact us for any issues directly related to your Mileage Plus account.
-----------------------------------------
I guess being charged twice isn't directly related to my account.
So I called again, and pointed out the two ticket numbers. This time they were able to fix the problem in just under 15 minutes. But was kept on hold for a while, because I was told "We have to call Detroit". The problem, as I
understood it, was they couldn't refund the previous ticket(s) and give me a
new one because there was no more availability. But the problem seems to
be all resolved now. I have no explanation why my first phone call led to
no resolution, and there is evidence that MP cannot deal with ticket issues.
Dec 5, 2006, 5:05 pm
#9
Moderator, Hertz; FlyerTalk Evangelist
Join Date: Nov 2005
Location: KRK
Programs: UA 1MM, BA GGL, Hyatt Glob, Hilton Diamond and others
Posts: 12,690
I also been having problems upgrading. Kept pulling 30K miles 1 way for international, though I was on B fare. A quick call up to MP and a minute later I got 15K refunded. It just doesn't help reading my statement with all those deductions and additions.