Sunday, January 11, 2015

United Airlines Customer Service: Your Kiteboard Excess Baggage Refund Request

Hi there,
I do not agree with your assessment below.

I did dispute the charge at the time, and the ticketing agent agreed with me. 

Your website clearly stated that the fee would be $150, but the computer system would not let the agent enter that amount.

If the kiteboard or kiteboard container is over 50 pounds (23 kg) or is greater than 62 (158 cm) total linear inches (L + W + H), a $150 service charge applies each way. The service charge is in addition to any excess baggage charges that may apply, but first or second bag charges do not apply.

Each time he entered $150 the system would change it to $200.

The agent apologized for the inconvenience and told me I should just pay so I could make my flight. He confirmed several times that I could get the $50 refund through customer service. I know of United's 'customer service' reputation so I asked him to write down his contact information on my ticket so I could refer to it in this communication, but I realized later he only wrote 'Luis'.

So, I was either deceived by the information on your web site, or by your ticketing agent. 

Either way I know you wouldn't want to penalize a valued customer for your systemic failings.

Please process my refund request for $50.

Thanks,
Andrew

On Mon, Dec 29, 2014 at 3:28 PM, Customer Refund Services <refunds@united.com> wrote:


PASSENGER: CODRINGTON/ANDREW JOHN
TICKET(S): 016 5830 605 393, 016 5830 605 394
REQUEST ID:18267532
Dear Andrew Codrington:
Customer Refund Services has received your request for refund of the above referenced ticket.
  • United realizes that at times it may be necessary to travel with an item that exceeds weight limitations where additional charges may apply. In this event, all charges must be disputed at the time of payment for refund consideration. No refund will be considered after that time; therefore we are unable to honor your request.
Please be assured that United Airlines values your business and we look forward to serving you again in the future.
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