- Joined
- Jun 4, 2009
- Posts
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Hey all,
Was just curious if anyone else has been in a similar situation in the past, and if you had any trouble in obtaining a refund when requested.
I've recently returned from a trip to the USA and Canada, and while we were there, I booked a few flights on United, due to their status match promotion (which is still running). With QF PS and VA Gold status, the minimum I should have been matched to is Premier Silver, which entitles members to priority security, free checked baggage etc etc. I had emailed United last year during their last status match promotion, just to confirm is VA is eligible (which they confirmed), and I followed their advice and waited until closer to the trip date before requesting the match. Their current schedule shows that matches are expected to take 7-14 business days. After acknowledging my email (and having me send my cards/statements of both airlines), they never matched my status across (after promising to do so earlier), which meant that we had to pay for checked baggage (which was supposed to be free). This was $USD25 x4.
Then, our direct 4pm ORD-YVR flight was changed to ORD-DEN-YVR (which I rejected, and had them change back to a direct flight at 5pm). There was another schedule change - this time a 10am flight, which was ok, so I said nothing. Then, after we were already in America, I found out that there had been yet another schedule change - this time to an 8am flight - on the day that daylight savings kicked in, and which would be after a night out (essentially having to wake up at 3:30-4am). I made several attempts to phone reservations, and despite calling their USA/Canada number, I was told that because this was an international reservation, they would have to transfer me to someone else. After waiting on the phone for 3 hours, I gave up, and tried again later. After again waiting for hours, I tried yet once more (wasting a great deal of time from our holiday), and never was able to get through. I had been trying to have us moved to the newly-scheduled Sunday-only 3pm flight (which departed within one hour of the flight we had originally booked). I never accepted the latest schedule change, and as they would not take my call, the only way to move to this flight was via their website <24hrs before departure, which cost $USD75 each.
All together, we were forced to pay $USD250 (changes and baggage) or not travel.
So, due to the various issues (unagreed schedule changes and the promised status match not arriving), is this something that a standard United telephone agent can refund, or would I need to contact someone higher? I only ask as I don't want to wait for yet another 3 hours, only to discover I have to call somebody else. The thought of doing a credit card chargeback has also crossed my mind, but I would only do that as a last-resort (don't want them to cancel my MileagePlus acct as 'payback').
Many thanks in advance!
Was just curious if anyone else has been in a similar situation in the past, and if you had any trouble in obtaining a refund when requested.
I've recently returned from a trip to the USA and Canada, and while we were there, I booked a few flights on United, due to their status match promotion (which is still running). With QF PS and VA Gold status, the minimum I should have been matched to is Premier Silver, which entitles members to priority security, free checked baggage etc etc. I had emailed United last year during their last status match promotion, just to confirm is VA is eligible (which they confirmed), and I followed their advice and waited until closer to the trip date before requesting the match. Their current schedule shows that matches are expected to take 7-14 business days. After acknowledging my email (and having me send my cards/statements of both airlines), they never matched my status across (after promising to do so earlier), which meant that we had to pay for checked baggage (which was supposed to be free). This was $USD25 x4.
Then, our direct 4pm ORD-YVR flight was changed to ORD-DEN-YVR (which I rejected, and had them change back to a direct flight at 5pm). There was another schedule change - this time a 10am flight, which was ok, so I said nothing. Then, after we were already in America, I found out that there had been yet another schedule change - this time to an 8am flight - on the day that daylight savings kicked in, and which would be after a night out (essentially having to wake up at 3:30-4am). I made several attempts to phone reservations, and despite calling their USA/Canada number, I was told that because this was an international reservation, they would have to transfer me to someone else. After waiting on the phone for 3 hours, I gave up, and tried again later. After again waiting for hours, I tried yet once more (wasting a great deal of time from our holiday), and never was able to get through. I had been trying to have us moved to the newly-scheduled Sunday-only 3pm flight (which departed within one hour of the flight we had originally booked). I never accepted the latest schedule change, and as they would not take my call, the only way to move to this flight was via their website <24hrs before departure, which cost $USD75 each.
All together, we were forced to pay $USD250 (changes and baggage) or not travel.
So, due to the various issues (unagreed schedule changes and the promised status match not arriving), is this something that a standard United telephone agent can refund, or would I need to contact someone higher? I only ask as I don't want to wait for yet another 3 hours, only to discover I have to call somebody else. The thought of doing a credit card chargeback has also crossed my mind, but I would only do that as a last-resort (don't want them to cancel my MileagePlus acct as 'payback').
Many thanks in advance!
