Does anyone LIKE United?-UPDATE refund

[Tara]

Sure, I like United. I don't think that's going to change your opinion of them, though.

 

[prncess674]

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.

United Airlines MP has a very clear set of rules and regs that are sent out via email and snail mail to all members. The OP here agreed to the TOS of UAL MP when deciding to use her miles for the award.

I find it funny that the OP states "I would hate to lose my flight over a $25 fee" but yet she goes on to send a letter claiming FRAUD. I for one hope she gets her refund AND her ticket cancelled just to prove her right that she is owed a refund. A FULL REFUND OF MILES AND $$$ THEREBY ALLOWING HER TO REBOOK ONLINE.

 

[rosiep]

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.

Last time folks...the agent did not include the fee when quoting me my final cost. PERIOD

 

[prncess674]

Last time folks...the agent did not include the fee when quoting me my final cost. PERIOD

You are confusing apples and oranges. You were quoted the correct price for the ticket and you were quoted the correct fee (as per the recording) for the booking fee. They are two different charges. By listening to the announcement (whether you took it seriously or not) and continuing to BOOK with an agent you agreed to the fee.

 

[Flight]

Each airline probably has it's faults.

I fly only on Continental Airlines.

 

[Lewisc]

Last time folks...the agent did not include the fee when quoting me my final cost. PERIOD

No but you said the website told you about the fee and the recording told you about the fee. I understand you thought the agent was agreeing to waive the fee, even though by your own admission the agent made no such specific promise. The recording told you about the $25 charge. The agent told you what additional charges you'd incur. I understand you thought the charge was being waived but you never said the agent specifically said the fee was being waived.

My point is United can address your complaint by refunding (waiving) your fee. They can also address your complaint by cancelling your reservation and refunding your money. Sorry for the misunderstanding. You claim fraud. Cancelling your reservation and giving you a complete refund may be the easiest way for United to solve your problem. We gave our customer a complete refund. What more can we do.

 

[bumbershoot]

I once had to book by phone with Virgin America, and they had a phone booking fee, and they waived it because I was absolutely unable to book online that night. They could tell that the site was having problems, and they absolutely waived it. Didn't matter what the phone tree voice said; the person on the phone with me said they weren't going to charge me, and they didn't charge me.

I would have thought the same thing the OP did. She stated why she was calling, that she didn't want to pay the fee since this was not her *choice*, and the rep didn't include the fee when telling her what she would be charged.

If the VA rep had said there would be no charge, and then there was, there's absolutely no way I would accept "the automated voice said so" as an answer, because the HUMAN and I had had a discussion, and obviously the human had goofed.

 

[goofy4tink]

It's too bad that the airline gives out that particular phone number if you can't use online for booking. That kind of is an issue. When trying to book online, and find that you can't, due to an error on the part of the airline, one would think that they would direct you to a fee-free number. It's not as if the OP was trying to get one over on the CS rep. She tried to book online, the airline had internet issues so she had to call and do it that way...so now she is charged??? That just doesn't sit well with me...I don't much care what their stated policies (TOS) are. They made it impossible for the consumer to use the internet to book..they should absorb the cost of 'talking' to a real person.
The OP is probably going to have to shell out that $25 but I have to tell you...it sure isn't good PR to see how United handles situations such as this. I know I won't fly with them. Anyone can offer decent fares, but it's always interesting to see how a company handles an 'issue'...that's what I want to know.

 

[seashoreCM]

I haven't booked too many United flights lately but I could never make the on line booking work for mileage award flights.

It would show certain calendar days as having available seats but when I clicked on those days, the next screen said those dates were not available.

How long did you wait on hold before you got the agent who allegedly did not tell you about the booking fee? If an agent picks up quickly, the system might not have gone through enough repeats of "Rhapsody in Blue" to get to the prerecorded message about the $25. booking fee.

Disney hints: http://www.cockam.com/disney.htm

 

[jenn&nelsonrego]

Rosie,

I dislike United very much. I had a bad experience with them and have decided that if I can help it, I would never fly with them again.

As for the people who are wishing that your ticket be canceled simply because you do not agree with THEIR explanation of how you SHOULD feel. Ignore them. Karma, my dear, karma.

Here is to hoping that you get your rightful refund of $25.00 and that you get to spend it on a bottle of water at Disney!

 

[Lewisc]

Thanks.

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

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 recisely 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.

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.

Rosie,

As for the people who are wishing that your ticket be canceled simply because you do not agree with THEIR explanation of how you SHOULD feel. Ignore them. Karma, my dear, karma.

The OP asked if United could "mess" with her ticket. Cancelling her reservation and issuing a refund is a possible way United could respond to her complaint. I'm not wishing anything.

She knew there is a $25 fee. She was under the impression the fee was being waived. It wasn't.

I don't think the OP was wrong when she asked to have the fee waived. I don't think she's wrong in complaining to United. Maybe the agent should list the total charge, including the booking fee.

Rosie should understand cancelling her reservation and letting her book online is a reasonable response to her complaint.

 

[rosiep]

As promised here's my update:

United refunded the $25 and my flight remains as scheduled. I faxed them a copy of the error message I received as well as the page that showed 0 miles instead of my actual balance.

Thank you to all those who supported me.