The best way to do this since I've typed it a million times is to show you my BBB report thus far. ENJOY!!! Hope you don't plan on flying United. BEND OVER! By the way. I have maps and emails proving I can't fly to my original location, which I emailed to United, and they still didn't care! WOW!
Consumer's
Original Complaint:
Hello!
My name is Joshua Kepler and I'm a Sergeant serving at Fort Leonard Wood, Missouri. I purchased plane tickets from Expedia (United) and flight insurance from Berkely Care in the beginning of November to travel to Guadalajara, Mexico with my wife and two boys for Christmas leave. We have been going there for the past four years at Christmas time and never had any issues of the area being restricted. I was recently informed that in October the government made the decision to black out more states in Mexico for military travel per ARNORTH FP Dir 12-021. This happened all while I was in the process from moving from Fort Polk, Louisiana to my current assignment. Now with this restriction in place I have been told from Expedia, United, and Berkely Care that regardless that the government made this decision and it is not my fault there is nothing they can do to refund the money. I can however get a credit for the flight to my account but that it must be used through United, with the same flyer's, and only for a flight, not a package deal with hotel and car, which ruined a back up plan to Disney World, FL. I realize my case is very rare but you would think special circumstances would apply. I talked to several customer service representatives and their supervisors. I currently have an appointment with a military lawyer on Tuesday, Dec 4th concerning the matter. I have provided them details of the flight information (company names, confirmation numbers, flight itinerary, phone numbers). I'm at a loss big time here. Every year it has been something bad happening to us for holiday leave (lost luggage, tickets screwed up, wrong information) which has caused us nothing but problems. This year it's even
worse now, with nothing to do with anything from my end. I understand the government had a reason why they made their decision on where service members can/can't go but now no one seems to be able to help. If there is anything you
can do to assist us please let me know.
United response:
Dear Mr. Kepler,
I am responding to your complaint filed with the Better Business Bureau. I am sorry to hear you had to cancel you reservations due to new government travel restrictions to Guadalajara, Mexico for military travel and I understand your frustration. I also understand your disappointment that the travel insurance you purchased through Berkely Care was unable to refund the non-refundable tickets for you and your family. Unfortunately, you didn't attach the flight details to this email so I am unable to view your reservations to verify the restrictions of the tickets.in this case we do have to follow the rules and restrictions of the purchased tickets. As you know you each have a credit to travel on future flights with United, or any of our Star Alliance partners that is valid for one year. I realize this isn't what you hoped for as you wanted to use your credit toward a package deal and I am truly sorry. If you need me to provide you the specific details on the tickets you do have to email me back all three ticket numbers for further review. Thank you for your patience on this matter and have a nice holiday season.
My Response:
Confirmation number is XXXXX. Tickets are XXXXX. Although the tickets are non-refundable, no one has taken any action against rectifying the situation other than offering the credit at which any rate we had to pay $700 in change fees in which I've submitted a refund request three times now. The first time I submitted one I got an email back with the standard "post master" jargon that the email was not received. The second time I submitted one I got nothing back at all. I just submitted a third one today. Like I said I understand my situation is a rare one indeed. We scheduled another flight now and have credit left over. Credit that we don't need and will be wasted ultimately. I would like to see this situation resolved without creating further complaints or dragging bad publicity via sources like consumerist.com into this. Have a Merry Christmas!
My next response after I got emails from United today saying they will not refund the $700 change fee:
I finally got a response concerning my refund for the change fee, the answer was simply no. I have contacted my states Attorney General and have submitted the story to consumerist.com and will be submitting it to usacomplaints.com shortly after this update. I will also continue to involve media outlets, state representatives and whoever else needs to be involved with this issue until the money is refunded. I don't quite understand what United fails to realize. I didn't change the tickets at my own free will. The United States Government, someone higher than you, changed military travel restrictions and I cannot go to my original destination. I can assure you I will not fly United again nor my others in my family. This issue will not pass and I will drive it into the ground until it is properly resolved. Boy I would hate for this to make it on CNN, Fox, or MSNBC on the national news. I wonder what the citizens will think about they know United doesn't care as much about the military as they pretend.
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