Expert: Roberto Gomes - 2/22/2010

Question
Hi,

I had a frustrating experience with United Airlines and my travel agency (makemytrip.com) during December 2009.

I originally booked my United Airlines flight for Dec 17 from Philadelphia to Mumbai (India) and return on Jan 5 through a travel agency (makemytrip.com). The journey consisted of 3 major legs: PHL -> IAD -> KWI -> BOM. The legs were operated by UA or its partner airlines.  UA cancelled the flight from PHL to IAD because of a technical problem on Dec 17.  As it was airlines problem, I asked them to reschedule my flight for another date in next few days as I had a visa interview to attend in India on Dec 22. They said they can reschedule the flight only for Dec 27 as they do not have any availability for other dates. Despite requesting them for 3-4 hours to reschedule for an earlier date, they did not budge. They asked me to keep on checking with the airline reservations for any change in availability. The whole process was very tiresome for me.

I kept on checking with United Airline reservation for changes in availability. There was no consistency in information provided by customer service centers on ticket availability. Most of the day (Dec 18) was spent on the phone talking to customer service representatives in trying to reschedule my flight for earlier dates (earlier than Dec 22). Finally, I gave up on United Airlines and I checked up Kayak.com to check if I have any available flights. I found availability on Air India flight from JFK to BOM on Dec 21. I called up UA customer service department and asked them if they can book me on this Air India flight from JFK and provide a connecting flight from PHL to JFK. They agreed to my request and asked me to call the next day for confirmation of this itinerary (I have a proof of email sent to me). I called next day and they said I am confirmed for travel on Dec 21 for the following legs: PHL to JFK on Delta and JFK to BOM on Air India. I felt relieved and got ready for my journey on Dec 21.  It may be relevant to note that Dec 18- Dec 20 coincided with waivers offered by airlines because of snow storm.

On Dec 21, I travelled from PHL to JFK and booked my baggage till BOM (Mumbai). After reaching JFK and going to Air India check in , I was shocked to come to know that my ticket on Air India was not confirmed. Further, they did not have any availability on that flight (because of snow storms, there is lot of backlog of customers). Basically, United Airlines misinformed me that I am confirmed for Air India flight when I was actually not. In the meantime, I lost my checked baggage too. I totally got frustrated and decided to cancel my entire journey. I called up United Airlines and informed them about the incorrect information they provided me on my flight confirmation. I said I would be cancelling my flight and asked for a total refund. They said they would provide total refund to my travel agency who can then return the money to me. The whole night was spent on JFK terminals.

I called my travel agency for refund and they said they have not yet heard back from United Airlines. I kept on checking with them and had to explain my case each and every time I called them as it would be a different person answering the call. Finally I demanded that a single person oversee my case and requested them to follow up with United Airlines for refund. I sent the necessary proof to agency (I have the copy of emails with attachments). After following up frenetically for 10 days, I received a reply (on Jan 8) from travel agency saying that I would not be receiving full refund as Airlines is not offering it.

The whole experience was intensely frustrating for me. I completely believe I deserve a complete refund at the very least. This excludes additional expenses incurred by me in having lost the baggage and spent the entire night in JFK and for my travel back to PHL. This is apart from the mental trauma I underwent during this time. I have necessary proof that I can share with you (if you require) about the complete situation. I would greatly appreciate if you can advise me on how to resolve this situation and get at least a complete refund.

Thanks,
LK

Answer
Dear Lakshmikanth,

First of all, I believe that you must address a letter to United Airlines Customer Service Department telling every aspect of your journey. Mail it to:

United Airlines
Customer Relations
PO Box 66100
Chicago, IL 60666

or use the appropriated website form at the following link:

http://faq.ua2go.com/display/4/kb/atr/index.aspx?tab=atr%26c=12%26form=customerr...

Then fill up a report with the US DOT and provide the whole information of unnecessary distress and misguiding from the airline. Please check the link below:

http://airconsumer.dot.gov/CP_AirlineService.htm

Mention on the United letter that you already sent a claim to the US DOT.

One of the two must solve your situation.

Hope this helps,

Best Regards,
R. Gomes