[jimworcs]

This thread appears to be developing a theme which suggests that because an airline has outsourced it's customer services to India, it is ok to mis-inform customers about policies and procedures. If this misinformation causes the customer losses of $3,500 well then we can just shrug and say "lesson learned". In future, just accept that the word of airline employee is worth nothing and if you have any special needs then you should charter a private jet or something.

Why should we accept this? If United mis-informed the customer after he asked TWICE, then I think they should have some liability for the losses. I am not sure what the laws are in the US on Data Protection, but in Europe he could write to the airline and demand any records held in relation to him for a small fee (in the UK maximum £10). I would guess there would be a similar protection in US law. This would show that he had called the airline, and may even have a recording of the calls. Once he has got this evidence, I think he would have a high chance of winning a damages claim in small claims court.

Airlines cannot "outsource" legal responsiblity for their actions, nor can their defenders or employees imply or suggest that it is "caveat emptor" just because the employee was in India.