Date: Nov 23, 2002 Comments:
Sincerely,
Melissa and Nicholas Wingert
From: Melissa Wingert, Corvallis
Complaint categories: refund problem, mileage plus problem, employee rudeness, employee incompetence, misinformation
Resolution attempted by: spoke to employee at airport/flight, complained by telephone
Outcome: They refuse to do ANYTHING!!!!!
Legal/threats: take business elsewhere
Can be resolved by: refund
I am writing this to vent my anger toward United and their Mileage Plus
affiliate.
My husband and I have been using United over four years now and have
finally come close enough to a "free" ticket for each of us. I contacted
Mileage Plus and purchased 1,000 miles for my account. A short time later,
I again contacted Mileage Plus and purchased 6,000 miles to my husbands
account over the phone. We were under the understanding that it would take
2 to 3 weeks for his 6,000 miles to show up on his account, so we waited,
and waited. After 3 weeks, I started calling United and Mileage Plus to
find out WHY the miles were still not on his account. What we found out
was that somehow, all 7,000 miles were placed on MY account.
When we tried to resolve this, we first called United and they did not want
to deal with it, stating that they had nothing to do with Mileage Plus, so
they could not/would not help us. After my husband and I talked with
numerous people from United and Mileage Plus, that DID NOT SEEM TO HAVE A
CLUE, all we got was the ultimate run-around. I finally spoke with someone
at Mileage Plus that told me that the only way they could fix this problem
was to refund the 6,000 miles from my account and then I would have to
repurchase them onto my husbands account, thus adding MORE days to wait.
From what she said, all I needed to do was send an email and let them know,
and it would be taken care of.. When I did so, I got a very 'to the point'
email back saying that THAT was not their policy. I rewrote them and again
explained the situation and as of today, have still not heard anything from
them. Since they put us in such a time constraint, we have had to purchase
tickets from another airline (which, by the way, was able to give us 4
tickets for approx. the same amount that it would have cost us for 2 'free'
tickets and 2 paid tickets through United).
My husband brought up a very valid point in the fact that when you are in
this type of business, you are either competing for the best service, or
the best price. Unfortunatly, we have found that United does not compete
for either. Why then would we even be interested in continuing our
business with them ? ..
At this point, all we want is the money that was spent for the miles that
we purchased that are not being used. (7,000 miles)
Does anyone know where we can turn at this point?