Why Isn't United Airlines Helping Me?
by Rosemary B. - Posted Wed November 19, 2008 @ 12:00 PM
Flyers of the American skys BEWARE. United Airlines is wholly unconcerned with making you happy. I have spent this entire year bouncing all over the country and have not had a single problem. My luggage took the same routes that I took, and arrived with me at the final destination with no issues. As I stated, NO PROBLEMS at all.
Until my grandfather died two days before I was supposed to fly from Atlanta to Hawaii. Then, I began to reap the whirlwind. Included below is a copy of an email I sent to Chief of Customer Relations. I am angry and very disappointed in the lack of assistance I have (not) received from this company.
My name is Rosemary and I live in Atlanta, Georgia. I have spent most of this year traveling from Hawaii to DC to Chicago to NYC. In short, I fly alot. I spend alot on tickets. On or around July 2nd, 2008, I made a reservation with United Airlines to fly to Hawaii on September 18th, 2008 to see my fiance who is stationed there. Sadly, on September 16th my grandfather died. The next few days were a blur and instead of flying to Hawaii for a relaxing vacation I had to drive to Charleston to bury one of the best men I have ever known. Obviously, the last thing I was thinking about was my ticket. By the time I had time to actually take care of it, on September 18th, customer service had closed for the day. As I have never had problems with United, I was confident they would would assist me in this issue.
Oh was I wrong. I spent the better part of my afternoon being bounced from one representative to the next with no resolution in sight. All I asked was that the funds I used to pay for my ticket would be held in an account waiting for a time I would be able to complete my vacation. I was told by several different agents that I would be allowed to do this but I would be charged a $150 penalty for changing my ticket. I was given the same cookie cutter response, "Ma'am, we are certainly sorry to hear of your loss but you will have to pay the fee." That was unacceptable. I wasn't caught in traffic and missed my flight: my grandfather DIED. Finally, in frustration, I asked to speak to a supervisor. He finally told me that I would not be charged the fee and to call them the next time I needed to fly.
When I recently called to use my ticket I was told AGAIN there would be a $150 charge and round and round we went. I again spoke to a supervisor who told me to fax in a copy of the obituary, my ticket number, email, phone number and the reason for the refund (as if the obituary wasn't enough). So I did. Twice. With no resolution. They said they did not receive the fax, either time, and that I would in no uncertain terms get my money back, and that I would pay the $150 fee.
Today, when I called, I became angry. They said they did not receive the fax, either time, and that I would in no uncertain terms get my money back, and that I would pay the $150 fee. I am tired of playing games at this point. I don't want to do it anymore. I don't even want a ticket held for me. I want the money put back on my credit card. United Airlines did nothing to earn my loyalty and did even less to maintain my business. I understand that having just emerged from bankruptcy, the company is keeping the dimes close to the pocket, but you are losing my frequent flyer business. As I mentioned earlier, I fly. Alot. And so do the other corporate workers in my family.
I am willing to fax you a copy of the obituary stating when my grandfather died. My name is mentioned in the obit. I am emailing you as a last resort before I escalate the issue. I am also posting this letter on planetfeedback.com so that other consumers are able to see the treatment I have received at the hands of United "customer service" employees. My hope is that you will have one of your employees refund the funds to my credit card, so I might post a postive resolution on planetfeedback.com. Thank you, in advance, for your time, patience and assistance.
Refund my money. I attempted to maintain a working relationship with you (and by the way, isn't that YOUR job?) but it hasn't panned out for either of us. I want to break this relationship off before it gets worse. Thank you.