Questions and Answers

Lucky

I changed an existing United award ticket and instead of costing me 15000 miles it cost me 200,000 miles due to a system “adjustment”! United Mileageplus, via email acknowledged the error and said it would be corrected in 7-10 days. After numerous other email request and calls I am still told correcting the error is pending and I will receive an email. Its now approaching 30 days. What’s my recourse at this time when there has been an obvious and acknowledged United error and its still not been corrected?

Lucky

I changed a United award ticket both timing and destination and United took not one but two 100,000 “Air Award Purchase Related Adjustments” out of my account instead of the 15,000 miles online said they would. After contacting MileagePlus they said it was a “system error” and would be corrected in 7-10 days. Its now been 30 and I am still getting the same response from United :”I do apologize for the delay of the issue. Information has been forwarded to the appropriate department. Once we receive a response from them, we will be contacting you via email.”. Since 185,000 United miles is worth about ~$6000-$7000 do I have any recourse as this is a serious error and United seems in no hurry to correct it to the point I wonder if they ever will…
Do you have any advice?
Thanks!

I’d keep calling.

When you changed the ticket, wasnt there anything that tells you what the new cost would be after the change? I tried to make a change online only to stop because the price was incorrect. I called UA and had them change it and there were no issues.

[USER=7]@Tiffany[/USER] please merge with [URL]http://asklucky.onemileatatime.com/threads/united-air-award-purchase-related-adjustments.9605/[/URL]

First look at the ticket numbers and confirmation numbers on the original reservation and new reservation and make sure they are the same, if they are not they could have messed up and accidental booked a new ticket vs making a change.

So while we value miles and can figure out what constitutes a good redemption, the MP terms and condition state that they are not your property so don’t try to make the $6k-$7k argument with UA as it will be a road to nowhere.

I recommend you try [URL=’http://as00.estara.com/UI/gui.php?donotcache=1201839075925&accountid=20010417&referrer=http%3A%2F%2Fwww.continental.com%2Fweb%2Fen-US%2Fcontent%2FContact%2Ftechnical%2Fdefault.aspx&pagetitle=Continental+Airlines+-+continental.com+Support+Contact+Information&template=1178&log1=www.continental.com%2Fweb%2Fen-US%2Fcontent%2Fcontact%2Ftechnical%2Fdefault.aspx&log2=&log3=&calltype=webvoicepop&guiid=43834a54eac25&timestamp=1201839058′]having UA call you[/URL] as it is usually actual UA employees and not contractors.

When you do call and they say that they will send you an email ask for a supervisor and explain what is happening and that UA was only supposed to deduct 15,000 miles and not 200,000, explain that it has been 6-8 weeks and that you were planning on redeeming the miles pretty soon and ask if they can force anything in the system. Make sure to have the exact transaction dates in your mind when calling. You may also need to HUCA. Once you do get this transaction completed and the miles in your account, explain that this was a large headache for you and was wondering if they have any gestures of goodwill that they could extend due to this mistake, but don’t try to value miles.

When calling remain calm and don’t accuse them of anything, the nicer you are the more helpful they will be. I am sure it will take a while and they will apologize for the time it is taking, when they say it don’t let the amount of time get to you and just say that you have plenty of time and they can take their time.

I hope this helps and let us know if it works out.

[QUOTE=”Brad B, post: 26369, member: 701″]First look at the ticket numbers and confirmation numbers on the original reservation and new reservation and make sure they are the same, if they are not they could have messed up and accidental booked a new ticket vs making a change.

So while we value miles and can figure out what constitutes a good redemption, the MP terms and condition state that they are not your property so don’t try to make the $6k-$7k argument with UA as it will be a road to nowhere.

I recommend you try [URL=’http://as00.estara.com/UI/gui.php?donotcache=1201839075925&accountid=20010417&referrer=http%3A%2F%2Fwww.continental.com%2Fweb%2Fen-US%2Fcontent%2FContact%2Ftechnical%2Fdefault.aspx&pagetitle=Continental+Airlines+-+continental.com+Support+Contact+Information&template=1178&log1=www.continental.com%2Fweb%2Fen-US%2Fcontent%2Fcontact%2Ftechnical%2Fdefault.aspx&log2=&log3=&calltype=webvoicepop&guiid=43834a54eac25&timestamp=1201839058′]having UA call you[/URL] as it is usually actual UA employees and not contractors.

When you do call and they say that they will send you an email ask for a supervisor and explain what is happening and that UA was only supposed to deduct 15,000 miles and not 200,000, explain that it has been 6-8 weeks and that you were planning on redeeming the miles pretty soon and ask if they can force anything in the system. Make sure to have the exact transaction dates in your mind when calling. You may also need to HUCA. Once you do get this transaction completed and the miles in your account, explain that this was a large headache for you and was wondering if they have any gestures of goodwill that they could extend due to this mistake, but don’t try to value miles.

When calling remain calm and don’t accuse them of anything, the nicer you are the more helpful they will be. I am sure it will take a while and they will apologize for the time it is taking, when they say it don’t let the amount of time get to you and just say that you have plenty of time and they can take their time.

I hope this helps and let us know if it works out.[/QUOTE]
[QUOTE=”Brad B, post: 26369, member: 701″]First look at the ticket numbers and confirmation numbers on the original reservation and new reservation and make sure they are the same, if they are not they could have messed up and accidental booked a new ticket vs making a change.

So while we value miles and can figure out what constitutes a good redemption, the MP terms and condition state that they are not your property so don’t try to make the $6k-$7k argument with UA as it will be a road to nowhere.

I recommend you try [URL=’http://as00.estara.com/UI/gui.php?donotcache=1201839075925&accountid=20010417&referrer=http%3A%2F%2Fwww.continental.com%2Fweb%2Fen-US%2Fcontent%2FContact%2Ftechnical%2Fdefault.aspx&pagetitle=Continental+Airlines+-+continental.com+Support+Contact+Information&template=1178&log1=www.continental.com%2Fweb%2Fen-US%2Fcontent%2Fcontact%2Ftechnical%2Fdefault.aspx&log2=&log3=&calltype=webvoicepop&guiid=43834a54eac25&timestamp=1201839058′]having UA call you[/URL] as it is usually actual UA employees and not contractors.

When you do call and they say that they will send you an email ask for a supervisor and explain what is happening and that UA was only supposed to deduct 15,000 miles and not 200,000, explain that it has been 6-8 weeks and that you were planning on redeeming the miles pretty soon and ask if they can force anything in the system. Make sure to have the exact transaction dates in your mind when calling. You may also need to HUCA. Once you do get this transaction completed and the miles in your account, explain that this was a large headache for you and was wondering if they have any gestures of goodwill that they could extend due to this mistake, but don’t try to value miles.

When calling remain calm and don’t accuse them of anything, the nicer you are the more helpful they will be. I am sure it will take a while and they will apologize for the time it is taking, when they say it don’t let the amount of time get to you and just say that you have plenty of time and they can take their time.

I hope this helps and let us know if it works out.[/QUOTE]

Hi Brad the conf # is the same but the eticket numbers are different. Is that why this happened?
Robin

So I was mistaken, your ticket number does change however your reservation number doesn’t. I would call UA to see if they can help figure this out.

Eventually United came through without calling. It took 30 days to correct but they did eventually correct their error per the MileagePlus reps. It does seem United.com error rate of award flights changing is becoming more problematic. BTW the error came about because I changed a mileage flight on the new 777-300 Spirit of United. Hopefully not an omen….