I’ve rarely been so upset with a company. But the current treatment of their customers by United warrants a sharp response. If not just for myself, then for the others that are affected by their inane policies. In short, after dealing with them over a flight cancellation while watch them beg the federal government for bailout money, I’ve decided that I’ll never give them another nickel, if I can help it.
It may seem like small beans for me to argue with United over $125. I could pay them the award redeposit fee that they are requesting and simply be done with it. I’m not missing the $86 in fees I’ve already paid, and what’s $40 more? It comes down to the principle: United should refund a disrupted itinerary such as mine, no questions asked. Yet they won’t. And I don’t have a choice except to take no for an answer.
United Is Showing They Don’t Care A Bit About Their Customers
I detailed my United flight cancellation experience in a post over at Miles to Memories, so I won’t recount the specifics here. The gist of it is: the flights on the itinerary are all messed up, with multiple cancellations, an extra segment added, and an arrival time changed to hours later than scheduled. Any one of these should qualify the itinerary for a refund.
The answer I received from each of four United phone agents was “no, we will not redeposit miles unless you pay the $125 redeposit fee.” Unequivocally. There was the typical “I’m sorry” and “I wish I could help you,” but the answer remained the same. The agents are simply not offering refunds, likely based on direction from the top.
So I took to Twitter before and after penning my first post. Today the stories started rolling in as comments on my other post, and I found many more on Twitter. People are irate, demanding (rightfully) their money back. United doesn’t care. Flight canceled? Here’s a credit. Go pound sand.
Asking For Money While Holding Ours
The audacity doesn’t end there. While simultaneously holding back the miles and money of numerous customers, United is asking the government for a bailout. They plan to lay off workers, reduce its schedule, and park planes. I’ll freely admit that this is an unprecedented crisis for the aviation industry.
However, United is partially to blame for not having a rainy day fund. Hoarding lots of capital in the current business world is frowned upon, as it could be used for growth or other ventures (among a number of things). But moments like this illustrate that keeping a good supply of working capital is not only healthy, it is necessary. United spent billions on stock buybacks over the past years as a means of propping up their share prices. This cash would come in handy right about now.
Instead, United is hosing its customers, from the occasional leisure traveler to the most loyal. No refund for you. You’ve now given the airline a temporary, involuntary loan. They offer you nothing except future credit for your trip.
I hope United gets sued. That is a class-action suit I will jump on, and I don’t care if it puts them under. Although they are facing a crisis, they still need to do the right thing by people.
But, no, United will get their billions while refusing to refund their customers. If they’re hoping to get some cash in the bank to be able to offer refunds, then at least they could be candid about this. They could instruct agents to be honest with folks that this is what management has decided is necessary. Yet even this is unacceptable. Me? I’ll survive. The parent who bought tickets to visit London with his family over spring break for $4,000? He should sue.
If United goes bankrupt, I won’t care. Even with 130,000 miles currently sitting with them (including those “stuck” with this ticket). Our tiny airport has shown itself to have a reasonable demand for travel, even growing in the past couple years, and someone will pick up the pieces when this is all over. Hopefully the next airline SkyWest contracts for will be better.
Yes, I’m Swearing Off Paying United. Ever.
I’ve seen for years how well Delta and Alaska take care of folks when things go wrong. Once I asked Delta if I could cancel my flight on the day of travel due to family circumstances. The agent was entirely understanding and told me I would receive the full ticket value for future travel. This was for a 100% voluntary change.
United stands in stark contrast. Multiple delays and flight cancellations later, and I’ve learned that to get more than a note saying “we’re sorry your travel was impacted today,” you have to fight with them. For anything. Three-hour mechanical delay? Here’s a $75 voucher to go away. Flight canceled? I guess we’ll give you $125 for future travel, even though it cost you $250 in additional expenses. The low-dollar vouchers are just a gateway for you to spend more anyway. I can’t exactly book a round-trip to Europe for $125.
This current situation takes the cake, though. The previous experiences have been bad, but to kick people when they are down? It’s too much. I will not willingly give my money to United any longer. I’ve booked many trips with them, both personal and for work, but that will end.
What About Award Flights?
You may be thinking I’d be crazy to completely swear off flying United, as this means driving an extra 3-5 hours to the next closest airport. Yeah, that hurts. But I do it anyway routinely already.
Flying in and out of Arcata-Eureka already costs an arm and a leg. I won’t fork over another dollar to United, but I will have no issues using miles to fly them. Preferably, I’ll use partner miles, such as Turkish Miles & Smiles or Avianca LifeMiles, which are an excellent value for flying out of our airport.
But the actual dollars? Nope. Not anymore. Not unless they change their tune on this. I’m just one person, but many more will undoubtedly feel the same.
Final Thoughts
I hope United changes their current refund policy. The only way to make things right with people is to reverse course and offer full refunds for affected itineraries. Doing so would show me that the company has indeed listened to their customers and actually does want to put them first. Their staff have been put in the terrible position of fielding phone calls from irate passengers demanding their money back.
It wasn’t quite the wording, but I could essentially hear, “I’m sorry, I’d help you if I could, but I can’t.” The resignation and frustration in the agent’s voice during my second refund request go-round with United was apparent. Undoubtedly, United has instructed their staff to avoid issuing refunds at all cost. I’d even guess that this is under threat of suspension or termination.
Under any other circumstances I would be able to refund this flight, no questions asked. Instead, United is holding the money and miles from numerous people hostage, sometimes in the thousands of dollars. If I was someone who had booked a dream trip with them for $1,000s and was now out of work due to the coronavirus and needed the money back, I would be enraged. Luckily, I’m simply sitting on a ticket that I’ll have to use down the road.
EDIT: To everyone who thinks I deserve a verbal thrashing in the comments, says I must murder puppies, and that I’d be upset if a multi-car crash delayed my commute to work, here is someone else’s take on United’s terrible policy. Yes, United is hurting. Yes, their employees have uncertain futures. But a company doesn’t get to take an interest-free loan (at best) from their customers.
“Don’t care if they go bankrupt”. Nice show of empathy for their 96,000+ employees. But, it’s all about you. And, no, I don’t work for United or any other airline. Just tired of reading self center aviation bloggers.
And what of the thousands of people who haven’t been refunded by United? I think they deserve some empathy, too.
It’s always sad when a company goes out of business. But that would not change my mind one bit regarding a bailout. They’ve spent billions on stock buybacks. I really don’t have empathy for the airline.
Ok so United has 8 billion in liquid Capital. United could burn through that in a few months. United does not handle so many issues correctly, A big problem is that because it’s says United on the side of the Aircraft doesn’t mean it is United Mainline Aircraft another words the smaller jets operated by Skywest renamed United Express ! and other operators that you have never heard of are contracted by United Mainline, This is not and excuse United mainline should not contract this small regional carriers but the are trying to go cheap, Pilots, Aircraft Techs, Stews, rampers… Read more »
You do know that it’s every airline’s policy right now. Not just united. And of guess what United was actually in a better position then most of the other airlines. American Airlines is a mess. I hope you don’t use UPS, FedEx and the USPS because they are also getting bailed out. In fact the USPS said if they didn’t get any additional funding they would have to cease to exist in June. They are already 25 billion in debt. I also have a friend getting married in a few weeks and all the vendors cancelled on them and they… Read more »
You should probably write off buying a ticket on any airline -ever. Same policy/policies on United as all the other majors, and better than most of the smaller airlines.
Airline and business experts have all gone on TV to say that the airline’s cries of “we’ll go bankrupt” are all baloney. They all have billions of dollars in assets…their planes! They can sell them just as any business or person sells their assets when they need money. It’s all greed and short-sightedness for 10 years and now they’ve gotten caught.
Wow—I can’t believe you’re the first person that’s ever thought of that, Donald. Now riddle me this, how many airlines are looking to buy millions of dollars worth of airplanes at this state of the economy…also, greed?! Delta, specifically, boats of sharing their profits with the employees…
It takes both a willing seller AND a willing BUYER. And, frequently the planes are collateral for the loans used to buy them. Other than that your analysis is accurate.
I think they lease the planes.
Well maybe they should be more considerate and actually care about customers who gave their hard working money to help them keep their jobs!!!
As a former multi-year 1K I also hope and pray United goes bankrupt. They threw their loyal flyers Silver,Gold, Platinum,1K to the street and only cared about the GS because a couple large institutional shareholders said so. We were all considered OVER ENTITLED, now United is OVER-ENTITLED to our business AND to our tax dollars to bail them out. WE NEED TO GET BACK TO MORE COMPETITION!The government allowed a dozen major airlines combine into 3, now ALL they think about is what their institutional stock holders think!… CRAM more and more people, CHARGE for every little thing. THIS IS… Read more »
Wowwwwwwwww. You are a cry baby. Grow up. That’s not their fault. They offer free rescheduling. You made such a HUGE article over a stupid situation lmfaooooo
Tell that to the people out $1,000s and unable to travel on vacation planned months in advance.
Airlines changing schedules or cancelling flights, due to natural causes (weather, pandemic, natural disaster) are not eligible for refunds. Only if the airline is at fault (no aircraft, mechanical issues) are you offered a refund. Maybe learn what situations allow for a refund before going off half cocked.
So if the airline cancels a flight completely due to weather and I literally cannot take it, I just say “oh well” and move on?
So funny you don’t even know the rules but consider yourself expert enough to “write” (yes, clueless, that is sarcasm) about it-just shows the value of the typical blog! I guess your PhD in Economics leads to the idea of the other bankrupt airlines buying planes…or throwing 100,000+ faultless humans out of work during a deadly plague – or was that your doctoral dissertation in Ethics? Luckily, I will never know how this turns out for you!
United’s 90,000+ workforce is definitely not at fault. But they may be casualties of their company’s management prior, during, and after this situation. They shouldn’t be leaning on their customers by not providing DOT-mandated refunds, even if it is a crisis, while simultaneously asking for billions from the government.
Perhaps you should read the “Contract of Carriage”. You’ll find many answers to your questions that make your hit piece total BS.
Perhaps read the DOT regulations regarding canceled flights:
https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
Did you even intelligently read that link? Nothing in there entitles you to a refund. “MAY” be, intentionally undefined lengths of time, case-by-case, etc. Additionally, airline miles (any carrier) are not subject to any refund terms in the link you provided. You’re an uneducated, emotional hot-head who probably hasn’t ever read fine print. Is your wife’s name “Karen” ? I wouldn’t doubt whining or loudly b*tching at poor phone reps is how a portion of your family’s free flight miles are accrued. *facepalm*
Yeah, ‘gearhead’ smartass condescending POS, I have read it and you read the part about lost luggage, and see what happens when you quote that to United when they lose your suits on a flight from Paris. Smug moron.
Just delete and block these moronic armchair critics. These are ones I was talking about that are the biggest whiners at the customer service desk, the “don’t you know who I am” types. Get rid of them off your site, enjoy your supporters, and have a peaceful existence.
Really so if someone disagrees with you, you just delete them or block them. Why not just take you blog an go home you child
I don’t block anyone on the site unless they repeatedly spam numerous horrible comments on the same post. People can vent, and I can take it. I only edit or delete vile content.
Do you delete your post when you are wrong? Would you EVER admit that you are wrong?
If I wrote something that someone showed me was patently false, then yes. Even better, I’d probably leave it up and strikethrough the original text.
But this is not the case. Sure, accuse me of being a whiner. Pull out your pedestal and hop up on it. I will still direct you to: https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
“Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to be rebooked on a new flight on that airline.”
I think it is FRAUD. They sold me something that no longer exists…. (A first class ticket to Europe on a flight that no longer exists.) They said I could go in a few months…. but I can’t go in a few months, this was my only opportunity. If there is a class action suit, sign me up. If I were to sell something to a client – that disappeared before my client was able to get it… do you think I could still charge my client for it?
It is fraud. I’m flexible and can certainly use the voucher within the time allotted, although it is still not what I want. For many, that is not the case. It is theft on United’s part, now that they cannot hold up their end of the deal.
Sh#t Happens
I’m very sorry for your situation. But the “I’ll NEVER take a paid flight on United” claim is a hissy post that shows your age. Wise people avoid the term “never”. Take a breath. Best wishes to you.
I added my caveat. 😉
But, as in all relationships, you’re entirely right that standing on “never” is not a wise thing.
When this is over all the crying and complaining will go out the door. People grow up!!!
The wording may different, but if you compare the policy for refunds during this disaster, Delia and United actually have the exact same policy. The Delta lawyers just worded it friendlier. But with both airlines any travel scheduled until 5/31 has no change fee to change to another flight in the future. Also both airlines have no change fees on any tickets purchased 3/3 – 3/31. In both instances of the cost of the new ticket is more, you would be responsible for that amount. However, neither airlines are waiving cancellation fees, just change fees. There is a difference, and… Read more »
You had me until we reached “single mom”.
Quite simple here. You booked before the waiver period, those flights even during the waiver period are for free changes, not refunds. Why would you expect a refund of an award booking when all they are offering is free changes? Change your award ticket to a new date or pay the price to refund.
Because in any other situation they would offer a refund. Schedule change that has you arriving three hours later and missing your meeting? Definitely eligible. Award flight getting in the next day? Refund. They’ve cracked down in the past weeks in a terrible way. I’m simply glad I’m out miles and not cash.
What kind of idiot schedules their flight time to land 3 hours before their meeting? Don’t throw a fit because you have poor time management skills!
That was just an example?
I don’t. Because I’m used to being hosed by United. But many people do. Why would you arrive hours early flying something like SFO-LAX?
Exactly!
And therein lies the flaw of your argument. You say normally you’d receive a refund. A global pandemic that apparently is affecting the entire world’s airline industry is not ” normal”. Refunding relatively few tickets for weather is vastly different than the literally millions of requests for refunds airlines are getting now.
I understand your anger but the alternative is refunding every single ticket and surely you understand the reluctance to do that?
What an epic whiner. Unprecedented times for any airline employee, and he makes it all about himself. Take your travel blogging experience to the bus industry
So I (and thousands of others) should be out money so the airline can pay their staff?
I get the logic. I just don’t know how you justify one and not the other.
You are Spoiled brat person who hasn’t accomplished anything and only gripes to soothe your dumbfounded mind….. grow up.
If a flight is cancelled due to weather, an epidemic, or something ANYTHING that concerns your safety be thankful they kept you on the ground. DON’T BE A CRYBABY AND BE GRATEFUL THEY HAVE YOUR SAFETY IN MIND. I know it is hard to believe but they don’t do this because they have a vendetta against you they are literally trying to take all the precautions and keep us safe. If it’s something they can’t control and they are still offering you to reschedule that’s great.That’s part of life things don’t go your way all the time and in the… Read more »
This is either a brilliant piece of satire, or the most out of touch, obtuse thing ever written.
No company has a rainy day fund for a global pandemic halting travel and wiping out 80% of their revenue. Hundreds of wonderful American firms are going bankrupt, millions will lose your jobs, many with DIE, and you wrote 20k words about United Customer Service? Seriously, get some perspective.
So customer service should come last when such times are upon us?
Asking for a friend.
Actually, they could have several billion in the coffers. There was this whole stock buyback thing…the Big 4 spent $38 billion on it.
People need to understand the details of their waiver policy. It’s 12 months from the original issue date. In my instance I bought an award ticket in may 2019 for April 2020. So they are trying to force me to fly by May. I wouldn’t have as much of an issue if they extended. For instance the cruise line is giving me until December 2021 to use my credit. United needs to be more flexible if they want us back. In the meantime they don’t deserve a bailout if they can’t do the right thing for their customers.
I’ve now heard this a few times. Absolute garbage. I have months to figure something out. It’s not right they can put you in this position of needing to use it during this time.
I’d say drive next time you want to go somewhere. See how much fun that is. . . . .
Gladly. I’ve actually driven 4 extra hours multiple times already to avoid flying United.
This guy is an idiot
You sir sound like a spoiled brat, just your name “family flies free”…..seriously? As the wife of a United long haul pilot I am terrified for my families future. My husband is still putting his health and the health of my entire family flying international flights right now to get stranded people home. So please do us all a favor and stop flying United. And shut the hell up about your free miles and small change fees. There are bigger issues here.
Kudos to your husband. I mean that sincerely. I can certainly feel for the cabin crew, pilots, and other staff with an uncertain future ahead.
Please see the other side of the situation, though. Yes, my miles and cash investment in this is personally low, very low. But that is not everyone’s situation, and United *as a company* is not doing right by people.
This is a Global Pandemic…..why don’t you find something more relevant to write about. How about that United is going to use some of 777 and 787 as cargo planes to transport much needed supplies around the world. Please try to use your platform for good. This is scary for everyone and you hoping to put 90,000+ people of out work literally makes me sick to my stomach.
So United should be able to abuse its customers to pay their employees? It’s a robbing Peter to pay Paul situation.
Anyway, they still have $6 billion in liquidity. Yes, that wont’ last long, probably through May. But it’s better than raking everyone over the coals.
You are a literal child…..grow up. And please, please stop flying United. I don’t need my husband risking his life to fly the likes of you….
What is the difference between paying cash and using miles? Both currencies have value. To me miles are money and saying you won’t pay with money but will pay with miles is like saying I will never buy a ticket using dollars but will buy one using pesos.
They both have value. But cash is fungible. My miles are not. I prefer to fork over miles whenever possible, as long as the value is reasonable. I also do not keep them in the budget or accounted for, like cash.
You should grow up
Also, saying he wouldn’t fly again on United for cash made me assume he would use up his miles before writing them off forever, instead of pouring salt into the wounds and throwing away the accumulated miles.
I’ll certainly use my miles. I’ll also have no qualms using 6,500 LifeMiles to position to SFO for a flight on another carrier. Whatever United gets from Avianca will be far less than the $200 they try to charge for this short hop.
You sound like the kind of person who witnesses a horrific, fatal, multi-car accident, then sues the victim’s family because you were late for work. Your world-view is so screwed up, I think you should probably just take a Greyhound Bus to your destinations from now on.
Thanks for the comment!
This is a terrible situation for all. I’ve lost hundreds of thousands in the market in the last month. Who do I target in the blog post about where to get that money back from? Life can be unfortunate and sometimes is a kick in the shorts. If you’re only out a few hundred bucks, consider yourself lucky and put all that extra energy into helping your fellow neighbor instead of writing a rage filled blog post about nothing.
How about a few thousand? And we purchased these tickets last June. What do I get back. You can reschedule but you must fly before June 6th, 2020 and we are going to charge you another 125.00 per person to reschedule your flight. Add that up for a family of 5. What happens when that flight gets cancelled?
So I too have $2k worth of airline tickets… to be rescheduled. The airlines are right about keeping money as this is global crisis… and so are you about wanting your money back. Verdict? It is what it is.
I can respect that point of view. I’m frustrated, but not sweating being out the money & miles. I feel for those out $1,000s.
I’ve had the same policy for 25 years.
You might as well not fly any airline. I would suggest renting a car. But first you can go cry to your shelf of participation trophies hanging on the wall, grow a pair and get over yourself.
Amen! We are having the same issue with United. They refuse to refund our money after changing our schedule. They claim a 2 hour change only counts if you land two hours late not take off two hours late. Our family reunion to Hawaii had to be cancelled for so many reasons. The governor of Hawaii even stated he does not want people traveling to Hawaii. We booked two one way tickets in First class. Delta refunded us no questions asked. I have status with both airlines but United could care less. I would gladly join in a class action… Read more »
I get that United employees are scared and want their company to remain solvent. However, for those who might be out of work and need the money United has tied up in a credit/voucher but entitled to a refund, they are really in a tough spot.
We’re also one of the victim!! We bought our family flight tickets (4 tickets – 3 of them are 60+ yrs old) to meet together in Japan this April since last year. Me and my husband bought from another travel agent, same itinerary and already get refunded! However when we try to cancel our family tickets that we bought from United they didn’t want to give us refund! While the airlines itself that we’re flying with, ANA, has publicly written a notice in their website that the ticket could get refunded regarding the fare restriction! So it doesn’t make sense… Read more »
I will have no issues using miles to fly them. Preferably, I’ll use partner miles, such as Turkish Miles & Smiles or Avianca LifeMiles, which are an excellent value for flying out of our airport. Well you will still be giving them some $$, if you really mean what you wrote you wouldnt be flying them PERIOD, that is once you used up the miles you already have. I could have saved $1000s over the past few years but I refuse to fly on TK be it a rev or miles tkt, and I havent and it cost me and… Read more »
Truth is, it’ll be easy since flying out of our airport nearly always isn’t a cost-saving endeavor. Award flight that is convenient? Hard to pass up.
What I won’t do is buy any more $900, week-of tickets for work travel.
Sadly, you are no alone. I travel for my business as a consultant. I had 7 upcoming flights for March and April with United that had to be cancelled as all my work got cancelled. Not one refund. They kept thousands of dollars and charged fee in some cases. OUT-FREAKIN-RAGEOUS!!! I am a Platinum member and have stuck with United for 10 years (which they don’t make easy). This was the last straw by keeping thousands of dollars of my money which hurts for a solo-preneur who is now out of work. I had one flight on Delta and it… Read more »
Even though flying them is more inconvenient and their loyalty program isn’t as strong, Delta has won the greatest share of my business by their great service.
How does your family fly for free? Scam the airlines for freebies? Do you put dead puppies up in the overhead bin and claim the Flight Crew instructed you to do so??? Hope you never step foot on my airline also. Buhhhh-Bye!!
Hope you find a better airline to take ownership of!
I had tickets to italy scheduled to leave March 12 – 23. Italy was level 3 and northern italy was level 4. We decided to change and go elsewhere. I used orbitz to make my resrv. So on March 1 I called orbitz to make changes. UNITED refused, and charged me $600 change fee. And got a voucher for price difference. Once I use the voucher I will NEVER FLY UNITED AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! And I will go on a one man campaign to tell everyone planning to fly about my experiences with them…. TOTAL B.S.
Their policies during this hectic and stressful time is showing that they put customer service last. Dead last.
Fly Southwest’ best change and cancellation policy, no hidden fees, 2 suitcases for free, the most pleasant customer service, etc. United? About 3 years ago I had continuous bad service, aside from the innumerable hidden fees delayed flights, missed connections, missed conferences because of this and no refunds… just a voucher when it was their fault. Have not had to use them since and hope I never wil!
I will never ever fly united again. Southwest truly is the best.
Southwest’s fee-free policies are excellent. I don’t fly them often, but it’s always been a good experience.
I’m a little confused. I spent about $1500 on united tickets last June for a trip this April 30. I’m not a lawyer and haven’t lived through many pandemics, but it seems like if that flight gets canceled I should get a refund, since I’m not getting the thing I paid for. Especially if airlines are asking for a federal bailout (taxpayer money from the same people they’re not providing refunds to). Being offered a reschedule as late as June of this year doesn’t help much, since nobody knows what the situation will be then. Seems that I’m at a… Read more »
Absolutely agree worst airline as it pertains to customers. I don’t fly them anymore either
I used United last year and had a 9 hour layover in Chicago because they couldn’t find another plane to NY or some stupid reason!!!!! Plus, on the flight returning there was something wrong with the plane and we had to return to Chicago where they were supposed to have another plane ready for us but that was a joke,!! We had a two hour wait there! Once on board I was never offered any type of drink or refreshment. When I got home I e-mailed the Customer Service Dept. and told them of my dissatisfaction to which they kindly… Read more »
The issue here is likely needing to use the voucher on a flight before September, not sure make the reservation before September.
I’ve gotten several low-dollar vouchers over the years. Typically end up being a hassle trying to figure out how to use them.
We are out $5000 for first class tickets we bought on United through Expedia. Now Expedia says it is Uniteds problem to issue a refund and United indicates it is Expedia’s. Further our United Airlines Credit Card company said we had to file a dispute within 60 days but we are 80 days out. Yes I am angry. I wrote Sam Graves my Congrssman before the final vote but the airlines are getting their bailout with nothing for the people who have been cheated by the travel industry.
I’m so sorry for your situation. These are exactly the stories I’ve read on Twitter. My $125 is small beans. But United can’t just take a $5,000 “loan” from someone as they see fit.
The real kicker is it doesn’t cost United ANYTHING to redeposit miles…it is a click of a button. Why is Delta refunding miles without fees if United is so right in what they are doing. Why is American doing it? If your flight is cancelled and you can not fly it you should get your miles back. Doesn’t matter what caused it – no service is provided. If any of these things happened 2 months ago they would have cancelled without a fee but now things are different? It is a bad look for a company that will need the… Read more »
Iam in the same boat. My flight from the US
To UK was canceled by THEM. I reached out for a refund of almost $800 I was told that they would try to deal with it at a later date!
Disgraceful!!!! I did take out travel insurance, however Im unable to start a claim until United releases/expires the flight which wont be until Oct 2021. Never again!
I had a similar problem last year in September. Our flight was delayed 4 hours missed our connecting flight and had to scramble to reschedule flights home. I had bought insurance but they didn’t care. We had saved up to be on first class for our wedding anniversary vacation and they wouldn’t pay the difference between first class and the economy tickets we ended up getting. I swore off United too.
We have been victim of the same thing. Never thought United would do anything cheap like this. They charged us$280 for rescheduling the flight. That too after they stopped flying the flights too that country.
Ouch. I believe that certainly violates the contract of carriage and you should have been able to get a refund.
Well, I guess I’ll be sucking wind. My husband and I have an April 1 flight on United (Phoenix to Heathrow) that I keep hoping they’ll cancel. I used 269,000 miles plus $674.00 for this flight. They have changed the itinerary three times. I believe we cannot go to England without going into quarantine for 14 days. So, in effect, we can’t fly there. I need that refund. When I call in the 72 window to cancel I will ask for refund and return of my miles. If they don’t do it, I will immediately discontinue flying with them. I… Read more »
If they do ultimately cancel, the DOT mandates that United refund you. Significant changes should qualify as well, but they aren’t bending on that. Hope you get everything back!!
Delta is my favorite. There have been some bad stories, but many more that I’ve heard where agents process immediate refunds.
I’m sorry you are getting so much negativity in the comments. I completely understand you frustration. I booked a flight with a $500 voucher plus money to visit my 75 year old father who has medical conditions before March 6 for travel on April 23. Right in their window. First I recieved an email stating I could change for no fee or cancel and reschedule within a year. I was happy to cancel and see when restrictions are lifted and reschedule. The website on my reservation had two conflicting banners. 1. My ticket qualified for waiver. 2.My ticket did not.… Read more »
You’re a fellow ACV-er?? That’s my local airport, too!
It is a crappy situation all around, but United is not making things right by their customers. I hope you do get to see your dad soon.
I knew I was in for the negativity when I penned the piece. No worries here. 😉
This article was the biggest waste of time. I felt compelled to at least leave a comment. Generalizing that a company doesn’t care about its customers for upholding a written policy is irresponsible at best.
No, I’m demonstrating that they don’t care, because they are not following DOT policy which requires that they refund customers in the event of a canceled flight.
What DOT policy have they broken?
https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
“Cancelled Flight – A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to be rebooked on a new flight on that airline.”
1) The DOT policy is for refunding “paid ticket” travel. “Passengers are often entitled to a refund of the ticket price and associated fees when the airline is at fault.” You were using award travel that falls under company policy.
united.com/ual/en/us/fly/mileageplus/awards/travel/ticketing.html
2) Since it was such an egregious infraction, are you going to sue the company? Have you put in a complaint to the DOT for breaking their policy? What was the result?
I don’t see anywhere in the DOT information stating this only applies to paid ticket travel. This wouldn’t make sense, anyway. The airline could keep the miles whenever they feel like it, even if no travel has been provided. I’m not going to sue, although this would probably win as a small dollar small claims suit. Since I have 9 months to use the ticket, I’ll figure out something that works. Or call them back in 5-6 months when things have stabilized and see if there is a change of heart by then. It would just be nice to have… Read more »
What an utter waste of time discussing this with you. Good luck with your pathetic life! I am so disheartened that you might get paid for this swill somehow…
Our experience with United is similarly frustrating.
After cancelling our flight to Australia in November, losing our luggage for days, incompetent management of rebooking…every step of the way was a nitemare. But they were sure to charge us for upgrades..it took 3 months to receive some of the monies owed.
Ok so what u r sayin is my may 6-13 tickets to cancun will not be refunded? Wtf? Somebody help me out here…im soooo confused
Unlikely. United is generally allowing changes, but their policy right now is to not offer refunds.
I too will not give united another penny. The already wont give me my money back for 3 international tickets I have to fight with them to get $1400 back for upgraded cabin, even though there had been a plane change and the “upgraded cabin” didnt exist on the new plane. They are a bunch of thieves and crooks.
For a situation like that where you obviously didn’t receive what was purchased, file a charge back with your credit card for the amount of the upgraded cabin as “services not received”.
I’m out $10,500 – NEVER AGAIN
Ouch. I’m so sorry you’re in this situation. 🙁
Thank you Family Flys Free
Go with Delta. Booked a ticket for my son to travel PDX to CLT using miles. Tournament was cancelled.
Called Delta – 80,000 miles redeposited, $11.20 in fees refunded. One call, one agent, no questions asked. Done in five minutes.
Good on ya Delta.
I was booked on American Airlines April 1 to April 22 LAX to EDI used my miles 164,500 Business Class had miles returned to me within three days.
Just waiting on fees to be returned.
Glad to hear the other carriers are treating people right! I’ve heard other, mostly positive, reports as well.
I am in total agreement. I have been a Dedicated United customer for a very long time. When I had to change or cancel my flights due to this corona virus, I was required to pay a change fee. Also since my trip was to sail from Japan to Canada I was denied refund for my flight from Vancouver back home. When making my original arrangements I was not able to make a multiple destination flight and was required to make separate flights so when I tried to get a refund I was told that I could not use the… Read more »
Canceling ahead of time without a waiver in place was sure to invoke a fee. However, once there are flight cancellations affecting your travel plans, the airline must offer you a refund by DOT policy. Sorry your plans got so messed up!
Ian, You complain about everything! I find the title to your latest rant interesting and telling of the kind of person you are. So you ARE going to fly United again? Even after having “one of the most stressful travel days of my life” years ago with United you STILL flew with them again? Unfortunately I read through more of your articles. I’ll save everyone from wasting their time. Guess what? ALL HE DOES IS COMPLAIN! You “may” have a valid complaint this time, but 1) I am guessing there’s another side to the story, and 2) when all you… Read more »
I said never again to United 12 years ago and I’ve stuck with that pledge, sometimes at significant cost. They do not deserve anyone’s patronage, but I expect they’ll survive as long as they keep providing cheap flights for people that don’t have the means to choose another carrier, and keep catering to the 1%. They’ve found their niche and have no incentive to improve their customer service or experience until a meaningful competitor arises.
They have a monopoly for all intents and purposes and they have the best lobbyists. You can’t fight that combo. I had tickets to take my mother and her friend to Europe in April. My mom is elderly and has asthma, her friend has cancer. They denied a refund and said we had to use our tickets by July Of 2020 (I bought them in July 2019) or lose them entirely. Finally they agreed to extend that Through the end of the year. I can’t rebook that trip until it’s 100% safe for them. They have me over a barrel.… Read more »
Oh… This is what that mysterious $125.00 charge was for. I was going to look into it since it appeared right after I cancelled my flight, but makes sense now. Not happy, I’ll be calling Chase Sapphire about this.
I luckily haven’t had to fly in a while but share in your lack of ‘love’ for United. I made Premier Platinum year before last. I got a few complimentary upgrades but that was primarily it. When there were problems with flights I still had issues. I flew Alaska for a personal trip and was amazed at how nicely I was treated – I have no status with them. If that airline flew to more places I’d fly them more. It pays to be nice to your customers. United, over the years, seems to have lost site of that. When… Read more »
Alaska is such a tough sell for anyone not on the West Coast. I enjoy them a lot, but the network just isn’t there. Great service and friendly staff almost every time.
I was in the same situation with tickets to fly back to Taiwan during spring break. I too used award miles and was dreading paying the redeposite fee. I called and called, each time the rep told me no…then I hit jackpot on my 4th try. The rep. was understanding and with a bit of courtesy between us both, he was able to waive the redeposite fee for me. I guess it really depends on the rep you talk to. I would try and try again. How you treat the rep is important too. I know they are not in… Read more »
I’m SO with you and support you FFF! To Airplneguy: I’m so tired of people like you that just bust on people that are tired of being mistreated and speak up about it. I certainly don’t care if they go bankrupt, the employees will get unemployment as I have had in the past, they will get other jobs with a better employer, be QUIET. I had to sue United in small claims court to get my baggage allowance as promised by FAA regs and international law. They ignored me for a year, until I sued them, and then they paid.… Read more »
I do want to speak up for everyone who has their money being held hostage. I can survive without miles and $86 in taxes/fees for the ticket. Some people are out $1,000s. United isn’t the only airline, though. People are struggling with Frontier, Lufthansa, and even Amex/Air France. Airlines are currently breaking all kinds of laws in both the U.S. and EU.
Go with Delta. Booked an award ticket for my son to travel to South Carolina for a tournament which was cancelled. 80,000 miles plus $11.50 in fees.
One call to Delta – miles redeposited, $11.20 refunded. Took 5 minutes, one agent. No questions asked.
Good on you Delta!