United Airlines Support Ticket

Customer Service - compensation for poor treatment

Created By: ncs626's Picture ncs626 Last Reply: ncs626's Picture ncs626
Priority Level: [High] Status: [Open]
Created: 4 weeks ago Last Updated: 3 weeks ago
Department: N/A Replies: 0
Product: compensation for poor treatment

I'd like to bring to your attention the terrible customer service I received or actually did NOT receive from customer service. Firstly I am a Mileage Plus customer. On 11/4/16 I tried to book a flight to from Albany NY to Las Vegas, Nevada. I had almost 36,000 miles which I would have expected to be sufficient for a round trip domestic flight. Well surprise I was wrong ! So I contacted mileage plus & they informed me I needed 37,000 miles for this trip. So they told me i had to purchase additional miles. So I gave the credit card information to do so & was even told that I would get complimentary seating at no cost to me as compensation for having to buy additional miles.I thought i was set & appreciated the seat upgrade.
Then the fun really started ! I received an email from United saying that I needed to contact customer service to finalize my reservation because I didn't have enough air miles in my account. What ? I thought I already did this !!! What r they talking about ? So I contact customer service. The rep tells me that I need to buy more miles. I tell her I did this already with the original representative on 11/4/16. She says there is no record of this & I tell her I can see the reservation in my Mileage Plus account. She says it is not ticketed. I am flabbergasted ! Why did I spend 90 minutes doing this with other rep? Long story short, after another 83 minutes on the phone she tells me she has rebooked my reservation & I am now all set with my reservation. I ask her if she wants my Credit card info to pay for additional miles, she says no, it is not necessary because the original info was in the system. She says I will get confirmation in 24-48 hours. THEN i get ANOTHER email stating once again that I don't have enough mileage to process my trip & must BUY MORE MILES !! ARE U KIDDING I think. I just did this for the SECOND Time. So I call again & again I am told there is no evidence of me purchasing miles. I explain the previous contact with your reps & the rep tells me he will get a supervisor. After 54 minutes I get a supervisor Jasmine who tells me I never purchased air miles because you can only purchase airmiles ON LINE. So this transaction was never finalized. I am blown away. Are u serious how could 2 previous reps not know this or tell me this is the procedure ???? She has no explanation for this she says. She says what I probably paid for was a transaction fee for using my miles prior to 21 days. What I say ? And she explains this & I am horrified that all the $ spent & miles earned now will cost me additional to use ! No one has ever told me this. I am disgruntled & frustrated to say the very least. United is charging me to use the miles I EARNED ! What a racket United has ! I'm disgusted. Finally Jasmine is able to get the reservation & ticket me. I ask her if I am still get the complimentary upgrade seating & she says no that was never even done by the first rep as she had promised me. Another lie.I ask her to wave the charge to use MY EARNED MILES & after much discussion she agrees.So she stays on the phone until I get the email.
So after almost 4 hrs of conversation with 4 different reps, 2 of which NEVER did what they said they would do. Resulting is disgust, aggravation, frustration & in general the WORST customer service I have ever experienced. I expect you to research this issue,deal appropriately with the reps that caused all of this disservice AND compensate me for my all of the time, my distress & in general frustration. You should be appalled as I am on behalf of the rep you have handling or mishandling customer relations. This transaction was a disaster & a shameful way to handle customers that patronize your company. I await your response. I am reachable at 518-852-6072 & at ninajune26@gmail.com. Sincerely & Irritably, Marianina Schillinger


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