Right Hand Stranger To Left Hand
 

Here is the content I just sent UA Rewards Plus Customer Service;

To Whom It May Concern:

In an attempt to re-book\re-use reward miles for a trip that was originally scheduled for January, but cancelled due to weather , I was told by the Rewards Desk that I would not be able to rebook that on-line because the points for the new itinerary were different from the original amount. I was told to book another reservation and call Reservations and give them the new booking and they would transfer\credit the miles. So I did as instructed. I called Reservations and was told that I could not use the points from the cancelled reservation because I already booked the reservation. What!!!?
I followed EXACTLY what the Awards representative instructed me to do. I even had her repeat it so there would be no misunderstanding. So how is it that the Reservation Agent (Charles?)said that because I booked the flight, he could not transfer\credit the points? Very messed up system. Any agent I call at UAL should be able to expedite a customers request and not have to hand me off to another agent that has no clue as to what the policies are within their related departments. I'm sure that if I cancelled my new reservation I would end up in another circle of hell trying to make these two departments understand what happened and how to fix it.
Very disappointed and frustrated with the whole system. What can be done at this point that won't require going through another hour or two of phone calls to agents that don't seem to know what they are talking about?

Regards,

Mike Attebury


I'll post their reply, if I get one.