Charge for this charge for that on a full fare ticket! United Airlines
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On 7/12/08 I received a phone call that required that I travel to Phoenix, AZ as soon as I could. I found a non-stop flight on United Airlines Flight 0953 from my home airport of Dulles International Airport in Washington D.C. The transaction was easy on the web page and I had a confirmation in hand. Due to the last moment travel I was not able to print my boarding pass and the email said I could print it at the airport. Okay I am good with that!
Arrived at the airport 1.5 hours prior to departure, being a Saturday evening I knew it would be slow so I should have no problem….well….
Fare:979.60
Last moment travel, walk up fare, going to pay through the nose and knew it…GULP!
Curb side check in $2.00 per bag - oh wait I don’t have a boarding pass, so I have to go inside….
Arrived at the kiosk and punched in my confirmation number and was told to swip the credit card I used online. I did and was told to see a ticket agent. (?)
Moved to a line that had about 50 or so ahead of me. Credit is due that the agent at the counter moved the group rather quickly. When I arrived at the counter a very nice man took the slip that the kiosk printed, did some computer work and then told me that the credit card did not match what I entered on the web page some 3 hours earlier. No, this is the credit card and gave him the confirmation that I printed that showed my name and the last 4 digits of the credit card - it matched. He then called someone who said to just re-swip the card. Okay whatever.
He then printed my boarding pass and my luggage tag. At this point he advised that my bag would be an additional 25.00 to check. I heard about this and have to admit it flew so to speak all over me when paying full fare.
Okay, gave him my credit card and he charged me 25.00 on the same card as the ticket…(keep track of all this)
I arrived at my gate and the flight was delayed due to bad weather. No one can help that, so I went and got a coffee and fired up my lap top. I checked my emails and had a email from American Express.
Okay, maybe some good news or free stuff….I clicked waiting to see what A/E wanted. It was a security notice that my card was charged $1,959.20 by United Airlines in the last 8 hours…well it really was 3 hours but who is counting.
As I did not have a way to print it, I took my lap top to the check in counter at the gate and the agent was RUDE. She would not look at the email and told me I would have to go back to the ticket counter???
I called the 800 number and spoke to a very nice women who spoke broken english at best and simply was not understanding what I was telling her. Frustrated!!
Okay, I will forward the email to UAL customer service… Yeah that will work. NOT!! You can not send attachments via the UAL webpage….Good God!
Okay, regroup…. I called American Express and told my story to the agent who then suspended the 2nd charge. That works…let United talk to American Express.
The flight was okay at best. The flight had come in from L.A.and as it was late they turned it quickly so the aircraft looked a mess. Food crumbs on the seat and floor. Trash in the seat-back pockets and are you ready for this????…..a used airsick bag was on the floor!!
After cleaning up my space as best as I could I made my space comfy for my 3.5 hour flight. Service on the aircraft was a charge for everything!!
Sandwich - 6.00
Snack other than peanuts 2.00
Arrived in Phoenix only 10 min late, so we must have made up good time going west.
Was due to return on United Airlines 0952 the following Tue. Arrived at the airport and was denied boarding because the charge was in dispute….WHAT!
Now I am over the edge! I called American Express and they said that UAL said the charge was correct. Oh, my God!
I attempted to talk to the Ticket Agent and they could not help. He told me if I wanted to return on flight 0952 I would have to purchase a ticket. WHAT…I did!!!
He then said the one way fare was 1,690.00! In short I said Hell No!
Walked away went to the Southwest Counter and purchased a walk up fare one way to Dulles via Midway for 339.00 and no additional fees!
As of today, the issue with UAL is still not solved. They have not refunded my return ticket; but American Express is on the case, so I wait….let the big dogs deal this.
Stats:
Customer Service in Dulles and Phoenix was good, but have VERY limited source to deal with customer issues.
Customer Service is located in India and english is a second language for sure!
Flight Attendants on the flight appeared like they wanted you to have a good flight and service was above average!
Aircraft - Dirty! I know they want to try to stay on time, but come on folks lets pick up a little!!
Fare - For walk up fare I did not this it was that bad but….the extra charge for this and that is insane!
Bottom line - Never ever again will I step foot on UAL unless that is the only option, I will avoid it at all cost!
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