United Airlines Complaint - United Airlines Is Horrible
DENVER, COLORADO -- I booked my flight online. The website booked us for the wrong return flight as we would still be on the cruise ship when the flight it booked us for was leaving. We didn't even look at this flight. I called United and was told by representative after representative there was nothing that could be done unless I paid $150/ticket change fee. Finally after numerous calls they waived the change fee (Tech support couldn't prove the web hadn't changed it and confirmed they have had this problem before, but insisted it was fixed now). They said the only flight available was a 5 pm flight, which was fine but there was a $122 fee because this flight was more expensive. I asked if there were other flights that wouldn't have this and was told no. I had them changed it and asked if there would be any additional fees and they said this included everything. I then called numerous people to waive this $122 fee since we had originally booked this flight and it wasn't $122 more. Nobody could do anything so I emailed the CEO. He had a gentleman call me but when I talked to him he said there was nothing he could do. I emailed the CEO again who had [snip] contact me. She was able to change our flight to another flight that worked for us and didn't have the $122 charge. She also confirmed that there would be no other charges or fees. We showed up to the airport and they wanted to charge us $15/bag for "excessive baggage fees." I asked the the representative said this was disclosed on our confirmation, but when I showed him that it wasn't on there he just walked away. I called [snip] who did not return my call.
We were charged this on the return flight so we ended up paying $30/person more. I again emailed the CEO when we got back and left numerous messages for [snip]. Finally a lady named Ruth called and said she couldn't do anything about it. I continued writing and calling and a resolution manager called. She told me there was nothing they could/would do and that the fee was disclosed to me. I asked her when this happened and she said it had been disclosed in the media last Spring and it was hidden on their website. She confirmed that she did not review the two calls in which I was told there was no such fee and also confirmed that it doesn't tell you about this fee during the booking process.
She then said this issue was closed and they would not call me back. I have heard nothing more. So we have a resolution manager who acknowledged she wouldn't look into the actual issue by reviewing the calls -- how ironic and representative of United's service.