Check-in / Boarding flight 1205

Nosyaj99 · Apr 28, 2014, 12:46 AM

I have been a long time member of your airline rewards program, and hold a silver status. On my recent flight back from Kona, Hawaii to Los Angeles, CA myself and the other passenger with me, Albert, had our first class seats taken away from us while boarding the plane and were separated and moved to the back of the plane, for reasons of the flight being oversold. I purchased our upgrades with miles, the day we were given those upgrades was Monday January 20th 2014, clearly a substantial amount of time to be able to know that there were passengers that were given those seats, and for United Airlines to know they were not available for purchase. As a longtime member of your rewards program and using your airline regularly for business and pleasure I feel extremely disrespected by your organization that this has happened. I am horrified that United Airlines would treat a customer like this, and equally as shocked that after doing this United would make no effort to move other customers around so as I would be able to, at the very least, sit with my partner. Your customer service representatives were unhelpful in rectifying the situation, and unwilling to honor the upgrade that I purchased for this flight at the airport. Upon having my daughter call into United Airlines premiere desk, she found the representatives equally as unhelpful. She was disconnected upon transfers by Mr. Beck, was told that she should speak to a global services agent and the transfer sent her back to the original United Airlines telephone prompt by Stephen. She was told that it is in the contract that my seats may be taken away in a horribly rude fashion, was told there is no reason she should discuss with global services and told to complain online by Erica. She then called back and got Luis on the phone that told her he didn't know what I wanted him to and that he’s sorry that it happened to “that lady” but there was nothing he could do. When questioning why he would refer to her as “that lady” instead of using adequate customer service skills and using my name, he questioned “well, is she a lady?” He then transferred her to a supervisor, Jeanene, who explained that as a silver status holder I should not have experienced this, the only record she shows in the system at the time is that it was oversold and that I will be able to get further information when calling customer care during business hours. As a longtime customer and a premier silver member I do not believe that this is the way I should have been treated. United had ample notice to acknowledge that the seats they oversold were not available, and had plenty of opportunities prior to when boarding the plane to be able to give myself and Albert notice that the flight was oversold.