This is the letter i sent them
After numerous unsucessful attempts to get some help from your staff i am at a loss as what to do.
I booked 3 flights from your company and i tried to book it online, that was impossible to do so i called after an extremely long i finally got an agent and booked my 3 flights. These flights were for my children as i had booked my flight with united under award travel.
I received the confirmation via email on Tuesday 26th June and to my suprise i found my children were booked on another flight.
I have called, left messages and emailed. I have had one response on Wednesday morning very early 6.00am my time from Jennifer in NY she was helpful and put me on hold and went to investigate she returned to tell me she had listened to the original booking and the agent was at fault. She told me somone would contact me in 24 hours. (no one has).
She then told me that a penalty of 350.00 per ticket would apply because it was non refundable and i would have to pay for your agents error. I have spoken to numerous people regarding this matter and every one is stunned as to why i would have to pay an additional
$1050.00 for your company mistake.
I have wasted 3 days on this problem with no help or response from your company frankly i am disgusted and will continue to tell everyone about this.
I have contacted the BBB and several other companies.
I hope to hear from someone soon.
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