I called United directly to get a quote on changing an outgoing flight for two people to a later time. I specified twice (2x) that I did not want the return flight tampered with in any way. I received my quote which was so reasonable that I decided to go ahead and change the outgoing flights again clarifying that the return flight would remain the same. The representative who did not speak perfect English assured me that the flight home was still the same.
I went ahead and gave him my credit card information for the first ticket which was for a one way. He charged me $114.86 which was fine because I was operating under the theory that the return flight home on the round trip ticket wouldn't be tampered with.
When he started changing the outgoing flight for the second ticket something made me ask him about my return flight home. He than proceeded to tell me that he had canceled my entire flight, had used that ticket and applied it to the new outgoing flight. Which wasn't at all what I had asked for.
Two other huge problems concerning this. The one way flight was for an 11 yr. Old child who was now booked on a flight w/o his father and the second problem being that the whole reason for the trip was for a wedding. Father and son were flying to Florida for the father's oldest daughter's wedding.
I immediately asked to speak to a supervisor. I was put on hold for so long that I had to use my cell phone to re-call United. I was also at work dealing with this on company time.
To make a long story short - it took over 2 1/2 hours just to get the original flights back. They hung up on me five (5x) and I have the cell phone logs to prove it. They absolutely refuse to to reimburse me the $114.86 for what should've been a five - minute error.
So in a nutshell, I was charged $114.86 for nothing to be changed on two tickets. One one-way ticket and one round trip ticket. I also incurred over 2 hours of cell phone time plus loss of half a day of work just trying to get someone to talk to me.
I also reported them to their third party governance whistle blowing line and while those people could not have been nicer, I have received no phone call from any United personnel. I will be taking them to small claims court.
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