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United Airlines Complaint - bad customer service with UNited
United Airlines Complaint

United Airlines Complaint


bad customer service with UNited

I called United Airlines and asked if I had enough miles to get "A Round-trip Ticket" and the agent said "yes". I then asked if he can book my flight since I have enough mile points for a round-trip ticket. After finding the times I wanted for the ticket the United Airlines Agent said you will have to pay $86.20 for taxes and other miscellaneous taxes. I was okay with that and I even confirmed with the agent MULTIPLE TIMES before he charged my credit card if that was ONLY PAYING $86.20 FOR TOTAL COST. Agent said YES and even said I will waive the $25 dollar charge for booking with an agent.
Few hours later I looked at my account and noticed a charge for $75 and $112.88. I was in total SHOCK. I called United Airlines which waited for 45 minutes for someone to pick up even though the automated system says 15 minute wait. I spoke with an agent which didn't comprehend what i was saying to him. I asked to speak to a supervisor and he didn't understand either. There is a lack of knowledge/understanding the question the customer is asking and I know why. The company United Airlines routes their calls to another country and comprehensiveness is lacking. After being on the phone with the supervisor he was not able to refund me the cost of the ticket and was not helpful at all nor apologize for the mistake United Airlines Agent cause. After 1 hour and 44 minutes on the phone with the United Airlines Supervisor and asking him to refund my money back the supervisor said he will refund the $75 dollars and the $11.20 back but the $112.88 he couldn't because it was a different dept. I ask if he can transfer me or give me the number so I can call them and he said you need to look it up online and file a complaint. Again after another 30 minutes on the phone with the United Airlines Supervisor he said I will transfer you to the department then. Before the supervisor transfer me I confirmed that he cancelled my flight and refunded what he can. The supervisor said YES. Then transfer me without an apology. I then spoke to Mileage Care Plus from United and they said they couldn't refund me the $112.88 because the ticket has not been cancelled. I explained to the Mileage Care Plus Agent that I just got transfer from the supervisor and he said he cancelled my ticket and refunded some of my money and that he was going to transfer me with Mileage Care to get the $112.88 refunded. The Mileage Care Plus Agent said it was not done. She then transfer me back to Customer Care for United Airlines Reservation to cancel my flight. I was on hold for 44 minutes and at that point I was exhausted and decided to call the next day to see if I can get a US Agent in the morning. (FYI-talking to agent from other countries don't comprehend the questions.They can speak English but understanding and comprehending is different).
I called United Airlines in the morning again to just cancel my flight since I don't want to do anything with them anymore. I spoke with a female agent and she said she will cancel my flight and fully refund my flight. I reconfirmed with her and she said YES its Cancelled and you will be getting a fully refund within 7-10 business days.After getting off the phone 5 minutes later I decided to call to reconfirm that the information given to me about getting the full refund is correct. The agent said the ticket was cancelled and only $75 dollars and $11.20 was refunded but NOT the $112.88. I was furious because he was told that the whole amount will be refunded. The agent said she will reach out to the department via email and try to get $112.88 back into my account. I asked if I will get an email regarding my refunds and she said yes you will get two emails regarding your refund one in 3-5 business days and the other will be in 7-10 business days I will be getting another confirmation email regarding my refund. At this point I will NEVER NEVER do business with UNITED AIRLINES and WILL NOT BE RECOMMENDING IT. Bad customer service.

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