I previously posted about my issues trying to redeem a United Airlines customer appreciation certificate and I spent another 45 minutes on the phone with United last night for round two (really three). Here’s a recap of what happened prior to my call:
- The certificate wasn’t recognized when I tried making a booking online.
- During my first call to reservations, the agent had me generate a “phone order” PNR on the website.
- She documented the reservation, extended the ticketing time limit and advised me to use the united.com/feedback forum to contact customer relations so they could research the cert.
- After not hearing anything for several days, I called back. The PNR vanished.
- The new agent transferred me to web support with whom I spent an hour on the phone.
- I was told the new PNR would be sent to ticketing and that after being charged the full fare, a $200 refund would be processed to my credit card and show up in 7 to 10 days.
- The fare was charged, but no refund ever showed up.
On last night’s call, I was fortunate to get a stellar legacy United agent in the Honolulu call center. She went through the record and saw no mention of the $200 e-cert (sigh), so we basically started from scratch – except I already had a ticketed reservation.
She contacted a supervisor who also tried to research my certificate number, to no avail. It again showed up as “invalid.” I explained where, when and why I got it and the agent asked me to forward the email from United with the cert details to her supervisor while we were on the phone. I did just that, the supervisor received it and I’m now playing the waiting game again.
The supervisor is promising to get back to me by Tuesday of next week with resolution and my very friendly HNL reservations agent noted that she’d put my PNR on her “personal follow-up list” that she’ll monitor in the coming days. I actually believe her, as those HNL agents have never let me down.
While the supervisor was doing some research, the agent and I had a nice chat and she confirmed that another certificate I have in my possession with a later expiration date is showing as valid. Phew. Then again… we’ll see what happens when I try to use that one.
I feel better about this round, but my gloves are on, mouth guard in and I’ll be ready for round three if they don’t come back to the ring with resolution.