Does anyone LIKE United?-UPDATE refund

[brockash]

Flying United this trip because I had an awards flight..but honestly, they're not my favorite airline. Anyone here like United?

My reasons:

Their website hasn't worked for me in over three years (it never acknowledges my miles)

Which leaves me to book over the phone and their Reps are hard to understand as English is not their first language.

I was owed a refund and it took several calls and letters to straighten out. A hassle to be sure.

So why do I have miles? From my groceries store mileage program!!

Well I like them a lot better than Continental. Continental has changed our flight times (by a few hrs.) the last 2 times we've gone to disney (thought the first time was a fluke, but happened again, so we will avoid them at all costs.) We're going to be flying United this time. I've never had any really bad experiencess that I can remember, and the reps that don't have english as their first language isn't just at United.

 

[Sandi]

Sandi did you call because you suspected the flight times had changed? Were you informed by email? I checked my flights the other day and it had changed but only by a few minutes and it said "schedule change" in bright red- I didn't think any action was needed on my part...or is there?


PS-Glad to hear of positive experiences.

About 6 weeks ago, I got an e-mail from United saying that there had been a schedule change for our 4/10/10 return flights and the change was significant -- had us leaving Orlando early in the morning instead of late in the morning. The e-message said to call to confirm. Before I called, I checked United's website to see what other flights would be available. Then, I called and got the very nice CSR. I asked whether we could be moved to a later flight in the day, he said we could and then he asked whether a 3:40 flight that had a long layover in Chicago would be okay. I asked whether we could have that 3:40 flight, but get the earlier connection in Chicago and he booked it for us. Then he helped with our seat assignments.

Since then, I've checked the website occasionally to make sure there are no surprises. When I checked last week, there was a schedule change on my 4/1/10 trip down, but the variance was like 2 minutes on both legs. It said to call to confirm, so I did. I didn't end up talking to anyone because the recorded information was satisfactory. I then went to the website and had the confirmations e-mailed to me.

I'm always on the "better safe than sorry" side with air. So, I probably called the second time when it wasn't absolutely necessary.

 

[brenda1966]

I have flown united in the past for work and not had any problems. Also, whenever my coworkers fly for work, it's 90% of the time on United. So, if they were running into problems I think I'd hear more about it.

I have a "miles" flight with them in June and purchased a ticket for DD to fly with me. I had some trouble doing that on the website and used their online chat to help me. I found it quite useful! They supposedly have attached our two reservations together. I need to call and verify that. Wouldn't want them to try to bump one of us off the flight.

You must buy a lot of groceries to earn a ticket on United!

 

[rosiep]

You must buy a lot of groceries to earn a ticket on United!

It's been years and years worth of groceries. I had two teenage daughters with hungry boyfriends!

 

[Sandi]

Well, I thought I better check our United flights again today and I'm so glad I did. Not only was there a schedule change, but they had my DD15's flight coming back on March 10 instead of April 10. I had to call and was on hold for 15 minutes before I finally got to an agent. She was very helpful and got DD back on the correct flight, but we lost our seat assignments. GRRRRR. What if I hadn't looked before March 10!!!!

I had my confirmations printed off and on my e-mail with the correct dates. Her return flight just mysteriously changed by a month. I'm sure it was a keystroke error or something, but geeze. The agent's response was, "yes, ma'am, that does sometimes happen." She was very nice and resolved my issue, but this was a stupid error that wasted a lot of my time.

 

[WIDisneyFan]

I fly United on a somewhat regular basis and overall I am pleased with them. Like every other airline they can't control the weather and do have their issues but you could do far worse.

 

[rosiep]

I just had to send this letter to United. I think it's self explanatory. I was livid yesterday (and somewhat amused). The phone operator kept saying "yes, you are correct"...but would not/could not help me in any way.

Any legal minds out there? I wonder how many other people get charged for things they did not agree to. I repeat, my email confirmation says 10.

Please bear in mind folks: This is not the example I was refering to in my first post! This is a all together new problem. ...........................................................................

Dear Sirs,


On February 19 I attempted to book an award flight online; an error message directed me to call reservations and so I did. I explained to the agent that I had tried to make a reservation online but was unable to due to the error message. He apologized for the inconvenience and proceeded to help me book my ticket. I was quoted a $10 fee, and my e-mail receipt confirms this amount. However, today when I checked my credit card statement I also saw a charge for an additional $25! I was not informed of this charge and as you can plainly see it is NOT listed on my receipt.
I telephoned this evening and after over 20 minutes on hold was told that the wait to speak with a supervisor was over 30 minutes, so I was advised to write to ask for a refund. Due to the fact that my original quote was for only $10.00 (as displayed in my receipt) this is the sole amount to which I have agreed to pay. Any charge above and beyond the $10.00 is unauthorized and therefore fraudulent.

I hope this matter is quickly rectified and that my $25 is refunded immediately.


Thank You,

 

[Sandi]

Make sure you let your cc company know, too. You have to notify them in writing as well.

Also, and this is just a pet peeve of mine, I would have said "Dear Sir or Madam." I hate when stuff crosses my desk for action and it's to a "Mr." or "Sir."

Good luck.

 

[jlewisinsyr]

Also, and this is just a pet peeve of mine, I would have said "Dear Sir or Madam." I hate when stuff crosses my desk for action and it's to a "Mr." or "Sir."

Good luck.

Dear Sirs, is actually a very formal way to address a company, although it may not be PC in terms of inclusively offering both gender identifications, it is still considered appropriate when using written correspondence.

 

[rosiep]

Thanks.

Do you think United will mess with my ticket in anyway? I'd hate to lose my flight over $25.

 

[prncess674]

Please see here.

Book your United award travel online. For travel on our Star Alliance Carriers, call United at 1-888-674-4680. United assesses a non-refundable $25 (USD 25) fee per ticket handling fee* for award tickets issued by calling United Reservations or $30 (USD 30) for tickets issued at a United ticket counter.

http://www.united.com/page/article/...em+Miles&linkTitle=Saver+Star+Alliance+Awards

The $10 fee you are referring to is the tax or security charge which is completely different. There is nothing fraudulent.


Travel within Domestic 50 United States

Fare includes 7.5% U.S. excise tax. Fare does not include the following taxes, fees and surcharges.


Airport passenger facility charges (PFCs) of up to 18 USD roundtrip
U.S. U.S. Federal Segment Tax of 3.70 USD on each flight segment†
September 11th Security Fee of 2.50 USD per enplanement at a U.S. airport
For travel to or from Hawaii and Alaska: U.S. government excise tax of 8.10 USD per direction

The $25 agent fee will appear as a separate charge on your statement. You will be charged the security fee as one line item ($10) and the agent surcharge ($25) as a separate charge. When an agent picks up the phone on the award line they very clearly state at the beginning that you will be charged this fee. More than likely you will already frustrated and not paying attention during that first minute of the call. The next time you are havng website issue don't call the awards line cal the internet support number.

Phone support
united.com customer support 1-800-589-5582
Available 24 hours a day, 7 days a week
http://faq.ua2go.com/display/4/kb/optional/index.aspx?tab=opt1&opt=1&r=0.2599957

More than likely you called:
Award reservations
Domestic award reservations: 1-888-467-0507
International award reservations: 1-888-674-4680
Available 24 hours a day, 7 days a week
http://faq.ua2go.com/display/4/kb/optional/index.aspx?tab=opt1&opt=1&r=0.2599957

 

[rosiep]

Please see here.

Book your United award travel online. For travel on our Star Alliance Carriers, call United at 1-888-674-4680. United assesses a non-refundable $25 (USD 25) fee per ticket handling fee* for award tickets issued by calling United Reservations or $30 (USD 30) for tickets issued at a United ticket counter.

http://www.united.com/page/article/...em+Miles&linkTitle=Saver+Star+Alliance+Awards

The $10 fee you are referring to is the tax or security charge which is completely different. There is nothing fraudulent.


Travel within Domestic 50 United States

Fare includes 7.5% U.S. excise tax. Fare does not include the following taxes, fees and surcharges.


Airport passenger facility charges (PFCs) of up to 18 USD roundtrip
U.S. U.S. Federal Segment Tax of 3.70 USD on each flight segment†
September 11th Security Fee of 2.50 USD per enplanement at a U.S. airport
For travel to or from Hawaii and Alaska: U.S. government excise tax of 8.10 USD per direction

The $25 agent fee will appear as a separate charge on your statement. You will be charged the security fee as one line item ($10) and the agent surcharge ($25) as a separate charge. When an agent picks up the phone on the award line they very clearly state at the beginning that you will be charged this fee. More than likely you will already frustrated and not paying attention during that first minute of the call. The next time you are havng website issue don't call the awards line cal the internet support number.

Phone support
united.com customer support 1-800-589-5582
Available 24 hours a day, 7 days a week
http://faq.ua2go.com/display/4/kb/optional/index.aspx?tab=opt1&opt=1&r=0.2599957

More than likely you called:
Award reservations
Domestic award reservations: 1-888-467-0507
International award reservations: 1-888-674-4680
Available 24 hours a day, 7 days a week
http://faq.ua2go.com/display/4/kb/optional/index.aspx?tab=opt1&opt=1&r=0.2599957

I know that the $25 was for booking online (I travel quite often)...I told the original ticketing agent that I did not want to pay a booking fee precisely because I had tried (twice) to book the ticket online then called the number listed in the error message.

When we were done speaking he repeated the charge that would be made to my credit card -$10. The booking fee was not mentioned, therefore I assumed it had been waived as it should have been.

PS-The agent mentioned NOTHING of the $25 booking fee at the start of the call or at any other time. If the call was recorded there will be evidence to this.

 

[prncess674]

PS-The agent mentioned NOTHING of the $25 booking fee at the start of the call or at any other time. If the call was recorded there will be evidence to this.

Your post is screaming fraud. The charges are clearly spelled out. They did not fraudently charge you credit card. Did you confirm with the agent that you would NOT be charged? Since you travel you are well aware of the fee, why did you not confirm and get an agent's name so you would have recourse the XYZ agent at 5pm stated that your fee would be waived?

 

[rosiep]

Your post is screaming fraud. The charges are clearly spelled out. They did not fraudently charge you credit card. Did you confirm with the agent that you would NOT be charged? Since you travel you are well aware of the fee, why did you not confirm and get an agent's name so you would have recourse the XYZ agent at 5pm stated that your fee would be waived?

Sorry to disagree..but when you say to an agent "The total amount charged to my card is $10 (twice) and he repeats that charge back to you (twice) then a charge for another $25 dollars shows up...that's fraud. Plain and simple. As for getting the agent name, I am sure that United can easily look up who made this transaction.

 

[uva185]

I know that the $25 was for booking online (I travel quite often)...I told the original ticketing agent that I did not want to pay a booking fee precisely because I had tried (twice) to book the ticket online then called the number listed in the error message.

When we were done speaking he repeated the charge that would be made to my credit card -$10. The booking fee was not mentioned, therefore I assumed it had been waived as it should have been.

PS-The agent mentioned NOTHING of the $25 booking fee at the start of the call or at any other time. If the call was recorded there will be evidence to this.

When you call United there is a pre-recorded message that there is a $25 fee for booking a ticket with an agent. Go ahead and give them a call again, you will see.

 

[rosiep]

When you call United there is a pre-recorded message that there is a $25 fee for booking a ticket with an agent. Go ahead and give them a call again, you will see.

I did hear the message. That is why I explicitly told the agent I did not want to pay it. Please reread my original post. I went into the transaction knowing they would attempt to charge me the fee. However, since I was unable to book online when I spoke to the agent the first thing I said was I did not want to pay the fee. He apologized for my inconvience and then said please let me help. At the end of the transaction I twice asked about the amount being charged to my card. I was told $10 was the full amount.

As NONE of you were there to hear my exchange with the agent you only have my word that I am not just now disputing paying the telephone booking fee.

I heve written United and will post their reply when I receive it.

 

[prncess674]

I did hear the message. That is why I explicitly told the agent I did not want to pay it.

When you order a service expect to pay for it. UAL is in the right because you were given adequate disclosure at the beginning of the call. Of course the agents wants to help, but by your own admission he did not agree to waive the fee. I don't want to pay for a lot of things, but just because I don't want to, doesn't mean I don't have to.


You might get a few sympathy miles or a small $ credit for future bookings for the fee, but UAL disclosed the fee, you agreed to it by continuing to book the ticket with the agent.

Oh and to answer you your first questions: Does anyone LIKE United?: I personally do. As a frequent traveler with elite status they treat me with a lot of perks and while I have encountered a few matronly battle ax FA's who need to hang up their wings, I would put them in my top two US domestic airline choices.

 

[Lewisc]

Thanks.

Do you think United will mess with my ticket in anyway? I'd hate to lose my flight over $25.

Good question.

I don't know under what circumstances the agent is allowed to waive the fee. You said you knew there is a $25 charge for booking on the telephone. You said you didn't want to pay the charge. That doesn't necessarily get the fee waived.

My guess is United will waive the fee. The could just as easily say something like the recording told you there was a $25 fee. The agent told you what the additional charge would be. Sorry for the misunderstanding. We refunded your money and cancelled your ticket. Feel free to book online.

 

[Glencora]

Sorry, but I have to agree with OP. If I get a bill from a restaurant for $45.00, and sign that bill, they can't later decide to add the $10.00 cover charge after the fact. If they wanted to charge it, it should have been on the bill. If UA was going to charge for the ticket, it should have been on the receipt. If you ask for a total, you get charged that amount.

 

[prncess674]

Sorry for the misunderstanding. We refunded your money and cancelled your ticket. Feel free to book online.

I bet this is the more likely situation. If it were to get around that a person could call a UA MP representative and claim "website error" then get phone assistance the lines would be flooded with this claim. UA MP has very clear rules and regs which are spelled out in all the literature when you sign up. If you don't like the rules, then go play in someone else's sandbox.