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A Not So Brief Rant About UA...  
User currently offlineAWACSooner From United States of America, joined Jan 2008, 1900 posts, RR: 1
Posted (3 years 11 months 6 days 10 hours ago) and read 2886 times:

Ok guys, bear with me through this because I'm coming to the end of my rope.

I booked a MileagePlus award ticket for both myself and my wife in July, leaving next Friday. Mid-August comes around, and I get notified that I'm being deployed in late-September. I call UA to cancel the reservation due to military activation. CSA says "no problem, but we will have to charge you $300 to redeposit the miles in your account (no, this isn't about the stupidity and sheer robbery that is that fee, I'll save that for another thread, but I find that fee to be the slimiest most unethical fee of them all...I'm a frequent flier for crying out loud), and then we'll refund it once you complete the request online." Refund request accomplished on 19 August...auto-email response from UA stating they will get back to me within 7-10 business days. THREE WEEKS LATER...nothing. I called UA again...talking to someone in India (another rant that will be spared for a later thread) who tells me I should resubmit my refund request. Ok, I resubmitted it...got the exact same auto-email. ONE WEEK LATER...nothing. Now I call them again and say I'm not hanging up until I get a different outlet to find out what's going on with my refund. I talk to a guy in the Philippines who gives me a fax number and says that I will hear back from them within 24-48 hours. Fax sent out last Monday. ONE WEEK LATER...nothing. At this point, I am beyond annoyed. I just got off the phone with yet another UA agent in India, who gave me and my wife each $250 in UA vouchers for our troubles and said that she pretty much couldn't do a thing about our refund request or the status of it.

Ladies and gentlemen, I am leaving shortly (can't say when for OPSEC reasons...but really soon) for deployment and I want this thing resolved. One month is more than enough time to get this thing rolling...and at least send me a response letting me know the status. I will pursue this for as long as it takes, even from the sandbox...I am going to get back what was promised me. My question is this: Does anyone here have any other suggestions, phone numbers that don't connect me to someone outside my own country that could help me expedite this?

Now, to my friends who work for UA who might have some influence in how the company is run (or know someone who does): What on earth is going on with your customer service? Why is it that I have to talk to someone in India or the Philippines, and they can't even give me a straight answer, even after talking to their supervisors? You guys know you're routinely ranked near last in your customer service rankings? It is truly atrocious that I have to keep burning up phone lines just to recoup a lousy $300 that shouldn't have been charged in the first place. Come to think of it, why does it take forever to issue a refund to my credit card/bank account when you can swipe it out in mere seconds? You guys need to throw out tour customer service playbook and adopt CO's. And, for the love of God, please give me someone to talk to in my own country. Thanks.

love,
me

xoxoxo

5 replies: All unread, jump to last
 
User currently offlineisitsafenow From United States of America, joined Feb 2004, 4984 posts, RR: 23
Reply 1, posted (3 years 11 months 6 days 9 hours ago) and read 2780 times:

Here's what I would do if you are deployed to a trouble spot thats in the news on a regular basis....

Contact my congressman by writing or email and give the story about the reservation and the re-deposit fee because you are military and being deployed.
Betcha ya get your miles re-deposited AND keep the dough.
Its a little different approach to the problem but I would give it whirl.
For military folks with a problem, the elected gang in Washington usually pull a string or two.
safe



If two people agree on EVERYTHING, then one isn't necessary.
User currently offlineAWACSooner From United States of America, joined Jan 2008, 1900 posts, RR: 1
Reply 2, posted (3 years 11 months 6 days 8 hours ago) and read 2765 times:

That seems a bit over the top for now...I just want to know who at UA I can contact next...

The BBB, state AG and whomever else will come after that...


User currently offlineFlyDeltaJets87 From , joined Dec 1969, posts, RR:
Reply 3, posted (3 years 11 months 6 days 2 hours ago) and read 2717 times:

This airline is the same airline that last year stole the most important piece of equipment to an Air Force officer - my golf clubs.   

What a load of **** though. CO doesn't treat their military customers this way, or at least they didn't treat my roommate this way. My roommate was scheduled to get married in mid-June and then had a cruise to the Caribbean through Carnival right after the wedding for his honeymoon. His airline tickets to SJU were on CO. Then in April, we all found out our report dates and his EAD (Enter Active Duty) date was before his wedding, and the Air Force wouldn't give him a delayed date due to his pipeline training schedule for Nav/CSO. They thought they were going to have to postpone their honeymoon till after he was on active duty and through all of his training (ASBC, then IFS, or Initial Flight Screening, than Undergrad Nav Training and platform training, since they were all back-to-back-back). Fortunately all of the companies associated with their wedding, reception, and honeymoon were able to work with them and they were able to move their wedding to mid-May and then go on a honeymoon just before he reported for active duty (they did have to settle on a 5 day honeymoon cruise that left out of Charleston to just the Bahamas due to availability, but Carnival gave them a credit voucher for the price of their honeymoon cruise to use). CO worked with them and refunded their EWR-SJU tickets and allowed them to book EWR-CHS flights instead with no fees. I think it's disgraceful to hear that UA is not doing the same for someone who is deploying overseas. I hope every aspect about the "new" UA is everything from CO and nothing from UA (except for the name, and Channel 9).

Quoting AWACSooner (Thread starter):
My question is this: Does anyone here have any other suggestions, phone numbers that don't connect me to someone outside my own country that could help me expedite this?

Would a complaint letter via the website help? Perhaps those are reviewed by people in the US who might take a quicker action. I don't know how UA's works but I've sent compliment and complaint letters a couple times to DL and gotten a response pretty quickly (within a few days) via email (although I've never requested anything such as a refund or mileage redeposit via a web complaint).

Quoting isitsafenow (Reply 1):
Contact my congressman by writing or email and give the story about the reservation and the re-deposit fee because you are military and being deployed.
Betcha ya get your miles re-deposited AND keep the dough.

Or the next time you're on the phone get a high level supervisor on the line, and if they don't work with you, threatenin to send the story to the media. I bet UA would just love the press from screwing over a military member about to deploy overseas and making it as difficult as possible in the process.

[Edited 2010-09-21 22:12:03]

User currently offlinefxramper From United States of America, joined Dec 2005, 7247 posts, RR: 85
Reply 4, posted (3 years 11 months 5 days 16 hours ago) and read 2652 times:
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I got screwed over on reservations with AA a month a go when I changed dates on revenue tickets. They had to be reissued *(international travel) and they didn't apply some e-vouchers and had to reissue a 3rd time. By the time it was all said and done it took over a month and AA had about $6,000 of my cash *(interest free) for 3 weeks. I ended up getting all my cash back into my account (I'm an idiot for using my personal bank card vs. a company credit card) they issued an e-voucher for $900 and I got credited a balance of miles since they attempted to route me AUS-LAX-JFK-LHR-DXB instead of a more direct trip. I never spoke with anyone outside of the United States and I'm AAdvantage platinum right now.

Quoting AWACSooner (Thread starter):
Come to think of it, why does it take forever to issue a refund to my credit card/bank account when you can swipe it out in mere seconds?

It's a total racket so the airlines can earn interest off your cash for free. At one point, I had almost $9,000 in pending charges in my Chase Premier Checking. Ourpay needs to leave AMR.


User currently offlineB6JFKH81 From United States of America, joined Mar 2006, 2881 posts, RR: 7
Reply 5, posted (3 years 10 months 4 weeks 1 day 16 hours ago) and read 2412 times:

If UA is giving you this big of a problem, it's time to take it outside UA so that they can get notified on the right levels that something isn't working correctly in their company. I have seen DOT complaints for A LOT LESS.

http://airconsumer.dot.gov/problems.htm



"If you do not learn from history, you are doomed to repeat it"
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