Success! I finally received resolution on my previously blogged about issue redeeming a $200 United Airlines customer appreciation e-certificate. Here are the links to round one and round two and a short recap:
- The e-certificate wasn’t recognized when I tried making a booking online.
- On my first call to reservations, the agent had me build a PNR online, she supposedly documented it, extended the ticketing time limit and asked me to use the united.com/feedback web page to ask customer relations to research the cert.
- After not hearing anything for several days, I called back. The PNR vanished.
- The new agent (web support) built a new reservation and after an hour trying to get the cert to work with her supervisor, came back and said they’d ticket the full fare, then refund my credit card $200.
- The fare was charged, but no refund ever showed up.
- The next 45-minute call revealed there was no documentation in my reservation about the cert or promised refund.
- I forwarded the original e-cert email I received from United to this agent’s supervisor who spent time researching, but eventually came back to say, “give us a few days to research further with customer relations.”
- The agent mentioned she’d monitor my PNR and would follow up with me the following Monday or Tuesday.
Tuesday passed without hearing anything, so instead of starting from scratch with a new agent by calling – and likely getting another run around – I shot off an email to the supervisor who I previously forwarded the e-cert to in round two. I basically said that I still hadn’t heard back with appropriate resolution and that I expect to get a reply given the multiple failed attempts. I was not going to give up.
A full week went by before I received a response back, which was, “I have talked to two different people in Customer Care and they promise me they will give me an answer in the next couple of days. I appreciate your patience.” (Sigh)
Well… they finally came through. On Thursday, I received an email from Customer Care with not only a new $200 e-cert valid for the next year, but also a note saying they are crediting 20,000 bonus miles to my MileagePlus account. Nope, that’s not a typo… 20,000. And they posted to my account on Friday.
While I lost a few hours of my time and got a ridiculous run around, I’m happy with the resolution and glad I didn’t give up.