Does the Frequent Flyer Passenger have to pay for an "Agent Error"?
May 6, 2007, 11:55 am
#1
Original Poster
Join Date: May 2007
Programs: UAL, AA, others
Posts: 3
Does the Frequent Flyer Passenger have to pay for an "Agent Error"?
I was flying from Washington, DC to Nairobi, Kenya on an electronic ticket with Frequent Flyer miles from United. On my return ticket, in Nairobi, I was told that in order to fly I needed to produce a paper ticket. I had only an electronic ticket.
I attempted to resolve this issue right up until departure of this leg of my flight (Nairobi to Zurich) at which point, in order to be allowed to board the plane, I was required to purchase a one way segment... $654!
United Customer Relations now admits that it was an ""Agent Error"" that lead to this confusion. They offered to refund the miles of the Nairobi to Zurich segment as compensation.
I want my money back!
What do you think? Do I have any recourse to getting my money refunded?
I attempted to resolve this issue right up until departure of this leg of my flight (Nairobi to Zurich) at which point, in order to be allowed to board the plane, I was required to purchase a one way segment... $654!
United Customer Relations now admits that it was an ""Agent Error"" that lead to this confusion. They offered to refund the miles of the Nairobi to Zurich segment as compensation.
I want my money back! What do you think? Do I have any recourse to getting my money refunded?
May 6, 2007, 11:59 am
#2
Moderator: Delta SkyMiles, Luxury Hotels, TravelBuzz! and Italy
Join Date: Oct 2001
Location: Los Angeles
Posts: 26,581
Welcome to Flyertalk, Sue Bea. As this incident occurred with United, I am moving this over to the UA Forum.
Obscure2k
TravelBuzz Moderator
Obscure2k
TravelBuzz Moderator
May 6, 2007, 12:33 pm
#3
FlyerTalk Evangelist
Join Date: Jul 2003
Posts: 11,377
On the surface, it seems unfair that you should have to pay. I think you should both get a refund of the miles and the cash you paid.
What airline were you flying from NBO-ZRH?
What airline were you flying from NBO-ZRH?
May 6, 2007, 12:45 pm
#4
Join Date: Feb 2005
Location: SF Bay Area
Programs: UA MM / Plat
Posts: 222
Sorry to hear about your experience - what a pain!
One route which may work is disputing the charges ($654 for NBO-ZRH) with your credit card company, if that's possible.
One route which may work is disputing the charges ($654 for NBO-ZRH) with your credit card company, if that's possible.
May 6, 2007, 12:47 pm
#5
Join Date: May 2006
Location: New York, London, Sydney
Programs: United GS/2MM, DL*P, VS*G, AA*EXP, Avis CHM, Hertz Platinum, Sixt*D, HH*D, HGP*P, Starwood*P
Posts: 9,849
How so? The charge was for the airline, the mistake was made by United?
Unfortunately for the OP, s/he made a voluntary decision to buy the ticket. The correct course of action would have been to have United rebook him/her and pay the costs associated.
Unfortunately for the OP, s/he made a voluntary decision to buy the ticket. The correct course of action would have been to have United rebook him/her and pay the costs associated.
May 6, 2007, 1:00 pm
#7
Join Date: Dec 2005
Location: SJC
Posts: 327
Welcome to FT!
My question is which agent made the "agent error" - the one who failed to generate a paper ticket or the one who refused to accept the e-ticket? That would be the airline that should accept responsibility.
My question is which agent made the "agent error" - the one who failed to generate a paper ticket or the one who refused to accept the e-ticket? That would be the airline that should accept responsibility.
May 6, 2007, 1:03 pm
#8
Join Date: Feb 2000
Location: Chicago
Programs: UA 1K, AA Gold
Posts: 3,640
IMHO, UA should just sort this out with LX so the OP gets a refund. Likely it's easier for UA just to refund the miles, so I'd just call back and be persistent. Do a credit card dispute as a last resort - it will be messy because it's UA's error and LX's charge - but it will force LX to resolve the issue with UA.
Stevenshev, if you were the OP what would you have done? Spent an extra day in JNB at your own expense, and possibly not even have a seat available on the next flight?
May 6, 2007, 1:13 pm
#9
Join Date: Sep 2005
Programs: United 1P, AA Plat, US Gold, SPG Gold, Hilton Silver
Posts: 830
May 6, 2007, 1:21 pm
#10
Join Date: May 2006
Location: New York, London, Sydney
Programs: United GS/2MM, DL*P, VS*G, AA*EXP, Avis CHM, Hertz Platinum, Sixt*D, HH*D, HGP*P, Starwood*P
Posts: 9,849
I would have done what the OP did and I would have been pissed. But I'm saying that if the OP wanted UA to pay, s/he may have very well taken the wrong action.
May 6, 2007, 1:24 pm
#11
Join Date: Sep 2005
Programs: United 1P, AA Plat, US Gold, SPG Gold, Hilton Silver
Posts: 830
I don't think the OP took the wrong action at all. By selling the ticket, UA is legally obliged to transport you as agreed. Because LX refused to accept said ticket, it's either because the ticket was set up incorrectly by UA, or because of an arbitrary decision by LX. I'd say the former is much more likely, and therefore, UA should compensate.
May 6, 2007, 1:25 pm
#12
Join Date: Apr 2005
Location: South Pacific
Programs: UA
Posts: 1,809
I am not sure where is that JNB coming from? The OP was in NBO, not JNB.
May 6, 2007, 1:37 pm
#13
Join Date: May 2005
Programs: UA MM, AS MVP Gold, Marriott Titanium
Posts: 2,111
IMHO, UA should just sort this out with LX so the OP gets a refund. Likely it's easier for UA just to refund the miles, so I'd just call back and be persistent. Do a credit card dispute as a last resort - it will be messy because it's UA's error and LX's charge - but it will force LX to resolve the issue with UA.