[Butch Cassidy Slept Here]

That’s my question. There’s still room for improvement in United’s letter below. But the part that really shocked me was where they actually solicited feedback on their letter! I’m not responding. However, as the saying goes, it’s the thought that counts. Could United’s letter reflect Continental’s influence??

As to my reference about considering United again. It’s not really all that much of a compliment. The choices out of Billings are limited.

Parts of my letter, and United’s reply, were edited for brevity.

(my letter to United)

I am requesting a refund of a “baggage payment,” in the amount of $25.00. This request is based upon my having paid what appears to be a “premium” fare.

The “baggage payment” receipt number is: 016-4517738861.

My entire itinerary consisted of a single flight: BIL – DEN, United Express/Sky West flight number 6304. The basic fare paid was $439.20. This amount does NOT include baggage and “options.” I checked "fully refundable" ticket prior to starting the available flight search. My reservation and ticket purchase was done (on-line) approximately 7 hours prior to departure time. Thus the fare paid represents a “walk-up,” or “premium,” fare.

As you know most US-based airlines, including United/Continental, offer limited free baggage service when a “premium” fare is paid.

The refund I am requesting is for a credit to the original form of payment. I am NOT interested in a “refund” in the form of a voucher for a free or reduced cost flight. Likewise, I am not interested in “frequent flier” miles. Please refrain from offering vouchers or miles.

Regardless of the outcome of this matter I will consider United/Continental in any future plans involving domestic air travel.


(United’s reply)

Dear Mr. (redacted),

Thank you for contacting United Airlines Customer Department. On behalf of United, I'm sorry you incurred an extra fee to check your bag and understand how frustrating this was especially since you were not anticipating an added charge. We want all of our guests to be familiar with our baggage requirements prior to arriving at the airport and attempt to ensure our bag policies and other travel information is readily available to you.

While your request for reimbursement is appreciated, I must advise you that fees for checked baggage are only refundable when you do not fly due to a flight cancellation or schedule change. Although a refund of the fee is not applicable, please visit us the following link which will fully explain what type of tickets are exempt from our baggage fees:

http://www.united.com/page/article/0,6722,52649,00.html

I recognize this may not be the answer you had been hoping for, but your feedback on this policy is very important and valued. Our leadership team routinely reviews business policies that negatively impact our customer's perception, and on many occasions this has resulted in us making changes to benefit you, our customer.

At the conclusion of this email, please fill out the survey where we ask you to rate my individual performance. While, you may still be dissatisfied with the policy, the survey is intended to improve my abilities as a representative of United. I value your feedback and hope you walked away very satisfied with my service. If you feel I could have been better in handling your request, please reply to this email, which will be escalated for further review to ensure we have done everything possible.

Regards,

Miguel (redacted)
United Airlines Customer Relations