At the risk of groans of "oh no, not this again," I just wanted to post an update in the my ongoing saga with United over their "Fly Three, Fly Free" promotion. The other threads have already been archived, or I would have posted updates there.
To recap, both Mileage Plus and United Customer Relations told me that my 9/10, 9/11 trip, LAX
, was not a "Round" trip, it was considered a "Circle" trip. This means that it did not qualify under their "Fly Three, Fly Free" promotion.
Two + weeks ago, I sent a letter to John Tague at WHQ (along with a copy of my report that is posted on the "Trip Reports" board), telling of my disappointment at the response I received from Customer Relations. Today, Friday, 10/17, I received a phone call from someone in his office to discuss my letter.
She told me that this trip is still considered a "Circle" trip, not a "Round" trip, but because they were all First Class segments, they got the approval to award me the free, highly restricted, economy class ticket under the promotion. She was very nice and professional; however, it took her a few minutes to understand that my argument really not was about not getting the ticket, my disappointment came from the fact the promotion as advertised did not make all of this clear in the first place. If I had known the difference, and the promotion advertising posted all of this fine print, then I would not have been so put off. She finally caught on and promised to pass this information on to the marketing department.
I am grateful to receive the free ticket. I'm not sure I will use it for myself, as it is in economy and cannot be upgraded. I'll probably give it to my mother. However, I still cannot help but feel a little "dirty" by all of this. United did not acknowledge they made a mistake, they just said they were making an exception for me. Can the cost be measured for not only the loss of my future business, but the loss of other loyal UA
customers who were put off by this same mistake, or some other customer service misstep?
She complimented my "Trip Report" and did say that it has been passed on to the "On-Board service" Manager. She asked if I was a consultant as it contained information, or knowledge, they normally do not hear from customers. I just replied that I was a hobbyist, and shared this with others with the same interest. OK
, so this is being passed on to the "On-Board Service" manager - what happens then? Will changes be made?
I am still in a quandry over my possible trip to London the last week of November. I will know no later than Tuesday if I am going for sure, and I need to make arrangements. Checking schedules, my choices are UA
, or BA
. The round-trip first class fare is the same for all 3. It's not a cheap trip. Will UA
disappoint again, or should I just go with BA
? I've never flown them, but many of my associates prefer them over AA
, and especially over UA