Bought "Duty Free" jewelry on a flight from London to Los Angeles. Merchandise was in a sealed package and when we opened it at home we saw that it was defective.
We called UA had to talk to 5 different customer reps until the last one told us "we don't have anything to do with it, call the following number..."
We called the number we were given and had the opportunity to leave a message on an answering machine. After a week the phone call was still not returned but the credit card statement came in showing the charges for "United Airlines Duty Free".
We called UA again, asked them if a "Duty Free" purchase for several hundred dollars from one of their employees on one of their planes has to be considered "as is". Employee confirmed "we have absolute nothing to do with these sales but I can pass this on to a manager".
She took our phone number. Until today nobody ever called us.
Our advise: DO NOT MAKE ANY DUTY FREE PURCHASE ON A UNITED AIRLINES PLANE. You could as well buy from an unknown individual on the street who carries his merchandise under his coat...
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