United Airlines Complaint

United Airlines Complaint

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Agent told me one thing regarding miles and UA took something els


On Nov 14th I called UA to see how much to upgrade my granddaughter to business from Houston to San Jose to assist me since I am legally blind and have other health issues. They told me 125.00 and 22,500 miles round trip. I repeated to make sure I understood and they said yes 22500 round trip and that they would have to take the miles on that day and if it did not clear miles would be returned.Trip was planned for the 23rd so on the 22nd I called and was told her upgrade did not clear due to no space and that miles would be retunred into my account. Apologized and said willing to do whatever they could since I had needed assistasnce. I was 6 hours at the Houston airport due to her flight being delayed to get to me. Didn't get to San Jose till after 1am. They upgraded her on the return to assist me through customs etc etc. In checking I saw tht they deducted the 22500 from my account as I said on the 14th of Nov. Since she was only upgraded one direction I wanted half my miles retunred and the money. In calling I was told that is each way. I am upset because that is NOT what I was told after questioning several times to make sure I understood correctly since I have never had the need for assistance.
I feel that I should not be penalized for an error that an agent made. Perhaps you could check the voice recording to verify if need be. My other complaint is that in Houston I needed a wheelchair and was told that I have to go on the cart. I mentioned the short time I had to get to my other flight. They said sorry....Luggage was very late had to get it through to other carrier due to customs. LInes very very long had trouble seeing as well as spine and back issues. LST CHECK IN WAS AT 7.00 FOR NEXT FLIGHT AND MADE IT AT 7.01PM. If I would have had assistance this would not have happened and I suffered with tremendous pain for flight home with spine. I am very disappointed in the treatment and at 69 this is my first time I have ever complained about anything to any company so it was really a difficult time and upset with being told one thing and something else was done.
Thanking you for your consideration in correcting these problems


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