This is my letter to United Airlines that had them promised me $100 voucher for my next trip with them - REALLY?! Like we would ever use them again.
Juan was first held on his original flight in LAX on the plane on the tarmac for over 2.5 hours. He missed his connecting flight at SFO.
At SFO, Juan watched ground crew give vouchers out for meals and hotels, yet when he was next in line - he was told that "we do not give vouchers". Juan was repeatedly lied to from one ground crew member to the next - no assistance for getting him on any other flight - as he watched others be booked. He was booked on a couple flights and then he watched as the two flights he was supposedly booked on got canceled. He was told "act of God" - not air traffic control or anything mechanical. He was told to take a shuttle to any hotel - but then found out all hotels were booked due to conventions. This ordeal (a 4 hour trip) turned into over 24 hours of hell at SFO. And would have been over 3 days had Radish not found a flight for Juan out of Oakland (see below).
When I contacted Customer Relations (#1)- I spoke to Brian first who told me vouchers will be given at the UA counter at the airport. As just mentioned - a lie - to get me off the phone?
When I contacted Customer Relations (#2) - I spoke with Hugo who gave me the same information - again a lie.
EVERY time I called Customer relations - I was put on hold for 45 minutes or longer.
I spoke with Radish (United Airlines Customer Relations) (#3) - who then arranged a flight on Alaskan out of Oakland. I was on the other line with Radish as he was making the reservations. He came back on the line to tell me that the reservations were complete for Thurs July 14 at 810p on #349 - PER RADISH - YOUR AGENT - but it was up to me to get Juan transportation to Oakland from SFO.
(I found a limo service because there were no taxis available due to conventions in town.) That cost me $105. When Radish told me he was transferring me to the Alaskan ticket agent - we got cut off. I called Alaska Airlines - amazingly didn't get put on hold - and finished the transaction which cost me $535 (Alaska confirmed). Radish had told me I would be reimbursed - yet another lie?! At least Radish was helpful enough to find another flight at an airport 20 minutes away - Oakland amazingly was not having the "air traffic control" issues you claim to have been the problem.
Ron at UA Customer Relations (#4) - confirmed the Alaska flight.
I then spoke with Eve Coronado - Customer Relations (#5) - who at first confirmed the complete refund for the Alaska flight - then back pedaled after talking to her "supervisor" and told me I would get $238.57 sent to my e-mail. I never did receive that either.
I should not have to research your own rules - but I guess I need to remind you of your Rule 240 -
United Airlines SCHEDULE IRREGULARITY Schedule Irregularity means any of the following irregularities occurring on the date of departure: Delay in scheduled departure or arrival of a United Airlines flight resulting in a misconnection, or Flight cancellation, omission of a schedule stop, or any other delay or interruption in the scheduled operation of a United Airlines flight, or Substitution of equipment of a different class of service, or Schedule changes which require rerouting of the passenger at departure time because prior notice of such schedule change had not been given such passenger prior to the passenger’s arriving at the airport for check-in on the original flight. When a passenger will be delayed because of a schedule irregularity involving a United Airlines flight, which for the purposes of this rule … flights exceeding 2 hours … United Airlines will transport the passenger without stopover on its next flight on which space is available in the same class of service as the passenger’s original outbound flight at no additional cost to the passenger. If United Airlines is unable to provide onward transportation acceptable to the passenger, United Airlines, with the concurrence of the passenger, will arrange for the transportation on another carrier or combination of carriers with whom United Airlines has agreements for such transportation. The passenger will be transported without stopover on its (their) next flight(s), in the same class of service as the passenger’s original outbound flight at no additional cost to the passenger.
A $100 "voucher" was then promised (I thought you didn't do any vouchers?!) and is an insult! After such an experience - I will never use United Airlines again. I want a refund (as promised and as stated in Rule 240) for the cost to me that it took to complete YOUR contract.
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