United Airlines - Request for Refund of Dead Husbands Ticket goes IGNORED and UNANSWERED
Refund of Ticket - Complaint
HOUSTON, TEXAS -- My husband and I had tickets to Hawaii on Continental for Feb. 21st for the birth of our grandaughter. He died unexpectedly Feb. 13th, and his funeral had to be scheduled the day we were to travel. I cancelled his ticket, and had to reschedule my flight at an additional cost of 400 plus 150 change fee. As soon as I returned on Feb. 28th, I called Continental and was told I could email all documentation and get a refund of his ticket and my change fees. Sent everything required. Then, Continental became United shortly after my request. So, I resubmitted everything to the United email address. Received a canned reply. Waited 2 weeks, then went to check status on website. Now, there is an "online" form to fill out, which United representative did not tell me. So, I fill out online form, I also fax all required documentation (after tryin to get thru for days. No reply. I check the status for 2 weeks, still says "pending review" and to call the number although website says 6 days for credit card refunds. I call the number listed..go thru the options...say I want refunds..finally get to "refunds" option, it says to go to the website!!!!
I resubmit via email and ask for status..again canned reply. No reply. Still "pending review". I send a couple more emails with all documentation..and I fax with a cover letter showing the history...that I originally submitted on Feb 28th!!! I ask NICELY for a phone call or email with status...nada. I then send everything...hardcopy along with death certificate to the mailing address..with proof of delivery. April..I check status AGAIN..now is says "Error" could not process request!..WHAT?!!! so, I call United..ask for a reservations agent...tell her the whole story..how frustrated I am..i need the refund as I have had to move, my husband had no life insurance, and this is putting a great deal of added stress that I don't need while dealing with my husbands death. she says no way to call refunds department..no number...she will not transfer me and will not let me speak to a supervisor. She suggest maybe they never received it..WHAT??? after I emailed at least 6 times..faxed it 3 times..and sent hardcopy ...that WAS delivered. UNBELIEVABLE. they only thing she will do for me is to resubmit the request..BUT she tells me, it will take 7-10 business days to process...in other words..BACK OF THE LINE FOR YOU (2 months later!!!!). HORRIBLE HORRIBLE HORRIBLE. Seems to me,,,,this may be an intentional circle jerk to keep from refuding tickets due to merger and finances? I will think twice about flying United in the future..because if things are this screwed up there..what in the world is happening with pilots, and plane maintenance..etc., etc., (oh yeah..my flight to Hawaii after my husband died was 6 hours late!!!!) they did give me a voucher..but I'm afraid to use it. What I really need is my refunds United.