I wrote the following story on US-Air Facebook-Site:
My son opened in mid two frequent flyer accounts, not knowing that this was against your terms and conditions to have and use two accounts or more at the same time (however, you offer a button or a tool to merge
accounts at any time, thats a bit strange for us). Then he started to buy and share miles. He wanted to have two seperate accounts, one for business purposes and one for all family travel bookings. He was an absolute newbie. Suddenly after a short while his accounts were all frozen by your fraud department and they were not accessible anymore for a certain
period of time.
My son wrote, mailed, faxed to you a dozen of times and apologized for his fault several times. He kindly asked you to offer
him a fair solution and to forgive his fault and to reopen his acconts.
After a short while his both accounts were reopened, mergered and 100.000 miles were deducted-giving him the reason that he had participated in certain buy-and share promotions twice and that was not allowed. My son argued, that, if he had known that before, he would not have bought this number of miles - finally he had to pay for a certain number
of miles the double price involuntarily and retroactively. Once the credit card is charged, no changes of the purchase can be made. No chance, even if you try it.
He also argued and stressed several times that he did not want to do any unlawful thing or cause any trouble at any time. Finally, my son suffered a financial loss of over -US-Dollar with his miles purchases.
Starting with the loss of the miles (my son offered you for example to open a frequent flyer account for another family member or friends and transfer some of the miles, instead of deducting them), then secondly, during the time,
when his account was not accessible, he urgently needed air travel and so he had to book some flights somewhere else, and finally, he had to change and rebook some of his reward flights which had already been booked, as a
result of all the inconvenience, and at that time, you charged him 250, -US-dollar for every rebooking transaction of award flights.
In all your mails you adressed to him with no salutation, treating him always and all the time like an imposter or fraudster. He had never experienced that before. Actually, we all have never experienced such a treatment before.
He was just a newbie with no experience at all.
He is a good guy. He helps his old parents and he he also helps very poor people and families in the Philippines e.G. With food and toys. If you have a sence of decency or integrity, we would appreciate a lot, to receive an apology for all the inconvenience we experienced in 2010 and our 100.000 miles back. It has all been a misunderstanding, and nobody
wanted to cause any trouble at any time.
My son suffered lots of trouble and inconvenience at that time. He would appreciate a lot, if you adressed to him. You are one of the biggest airlines in the US and your customers-especially those from overseas-with no experience in frequent flyer or loyalty programs-should get help, assistance and goodwill in such a situation. Our son wants to invite his old and retired parents to a journey to the US after his graduation and therefore he wants to buy three Envoy Class tickets for scheduled flights. I think, if he got his miles back, he would fly in his vacation to Philippines to help some very
poor families with up to nine children, who do not have enough food, water or toys. He knows some of those families there and wants to help them a little bit as good as he can.
I am already 70 years old and I wont travel that much anymore.
However, I just wanted to say that I have never experienced that before-with no other Airline..
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