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Holding airlines accountable.
Here’s the situation: A couple weeks ago we decided last minute to change our LH flight from IAD-FRA-DXB in Business to LH IAD-MUC-DXB First. Long story short, per misinformation given to me by an agent I ended up in the hole by 40K UR points (now have 40K United Miles), but I did not have to pay any fees such as change fees or close-in booking, just $50 in taxes (saving me about $400-$450). Realistically this is a pretty favorable outcome, but I definitely would like those miles back in my UR account. There’s virtually no chance of recovering those because communication between Chase and United is likely as good as UA’s customer service communication is with their customers.
So my question is: how do we hold UA accountable for their employees? Writing letters is worthless, I’ve only ever gotten generic responses not related to my issue. Obviously I don’t have any proof that the agent gave me false info, then disconnected me when she couldn’t hold up her end. (Maybe it was just a lost call, but I highly doubt it). So can we (and should we) start recording calls? Is there anything the consumer can do to make the airline hear our voice? Or am I just expecting too much?
Expecting too much, sadly.
You 100% cannot rely on anything you’re told by a single airline phone agent. They are poorly trained, poorly paid, and have no incentive to learn all the details of their program. Educate yourself first (here, and through other sites), so that you can steer the conversation toward the correct outcome — there’s not really a chance for recourse, so you do have to be unfortunately proactive in these cases.
On balance it looks like you came out ahead though, so I wouldn’t be too upset, personally. Hope you enjoyed Lufthansa First!