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Old Mar 17, 2007, 4:42 AM
WalnutCreek WalnutCreek is offline
Join Date: Mar 2007
Posts: 1
Default UA gave wrong information, ended up having to pay for flight

On March 2, 2007, at 11:00 a.m. I booked a United Mileage Plus Award reservation for my husband and I as follows:

Flight: Aloha Airlines #473 Depart: Oakland, CA June 9, 2007 10:30 a.m. Terminal 1 Arrives: Kahului, Maui June 9, 2007 12:53 p.m. Class: Economy

Flight: Aloha Airlines #474 Departs: Kahului, Maui June 16, 2007 1:35 p.m. Arrives: Oakland, CA June 16, 2007 9:37 p.m. Terminal 1

I was advised by the United Mileage Plus Awards reservation agent that our reservation was fully refundable, that there would be a $10.00 fare charged to our credit card. The agent advised me to call back with 12 hours later (11:00 p.m. on 3/2/07) to obtain the Aloha Confirmation number.

I also called Aloha Airlines directly to place on a courtesy hold, 2 tickets for our sons, Chris and Bryan (Aloha Confirmation Number EEQ188, Ticket Numbers: 0162154846087 & 0162154846088. These reservations would he held until 3/3/07 at 10:30 a.m. Aloha Airlines reservation agent told me that before I purchase the tickets for our sons that I needed to obtain the Aloha confirmation number from United to ensure that our tickets had been reserved and that all four of us would be on the same flight.

On March 2, 2007 at 12:17 p.m. I received a United E-mail Confirmation outlining the Travel Itinerary (copy attached).

On March 3, 2007, at 9:30 a.m. I called Aloha Airlines to verify that they had received United’s request for two Mileage Plus tickets for Ann & Kevin Eikenberry. I was advised by Della that Aloha Airlines had not received any request from United Mileage Plus for a reservation for Ann & Kevin Eikenberry. Aloha Airlines only showed the courtesy hold tickets for our sons Chris and Bryan.

On March 3, 2007 at 8:54 a.m. I received via email from United an E-Ticket Receipt & Travel Itinerary from United Airlines (copy attached).

On March 3, 2007 at 9:30 a.m, 10:30 a.m. and 11:00 a.m. I contacted United Mileage Plus Awards reservations (800) 864-3331 to obtain the Aloha Airlines confirmation number for Ann & Kevin Eikenberry. Each time I called the United agent would inform me that United had not received any confirmation number from Aloha, but to be assured that the tickets had been reserved and within 12 more hours the Aloha Confirmation number should be provided to United. The United Agent provided me with Aloha Ticket numbers 0162154846087 & 0162154846088 and indicated that this would guarantee my reservation.

On March 3, 2007 at 1:40 p.m. and again at 3:30 p.m. Aloha Airlines still had not received any communication from United Mileage Plus Awards reservations regarding tickets for Ann & Kevin Eikenberry. Stephanie of Aloha Airlines indicated that they still had on a courtesy hold reservations for our sons Chris and Bryan. That I needed to get in touch with United. Stephanie also advised that there would be the possibility that Aloha would only allow so many frequent flyer reservations that Kevin and I might not get booked on the same flight as our sons.

On March 3, 2007, at 3:40 p.m. United Mileage Plus Awards reservations cancelled the reservation request and re-issued another request to Aloha Airlines and indicated to call back in 12 hours.

On March 4, 2007 at 6:45 a.m. Michael Jones of United Mileage Plus Awards reservations agent advised that they still did not have an Aloha Airlines confirmation number but that the ticket would be guaranteed. Because we were concerned that if we paid the full fare for our sons reservations there might still be a possibility that we might not get on the same flight or any flight at all. I requested Michael Jones to cancel the reservation. Michael Jones stated that the mileage plus miles would be credited to our accounts.

On March 4, 2007, at 7:00 a.m. I spoke with Della of Aloha Airlines and told her our problem. Della had her supervisor research the reservations. The supervisor advised Della that United had been advised on 3/2/07 by Aloha Airlines that: 1). our reservations had been denied; 2) When United re-issued a request for reservations on 3/3/07 for Ann & Kevin United obtained Chris & Bryan’s ticket numbers from Aloha Airlines and United issued that to me as the reservation confirmation for Ann & Kevin; when in fact the request had been denied by Aloha Airlines on 3/3/07.

Even though United had been informed by Aloha Airlines that our reservation request had been denied, United continued to advise me that the reservation was confirmed. We had to pay full fare for 4 reservations where we should have only paid for 2 full fare reservations. United Mileage Plus Awards also did not credit our mileage plus accounts. Attached is an email dated March 9, 2007 from United Mileage Plus Awards showing that the miles have not been credited back to our mileage plus accounts.

We request that United compensate Ann & Kevin for the cost of purchasing the Aloha Airlines tickets (which we were required to purchase so that we could travel on the same plane as our two sons) by issuing a credit for the cost of the two Aloha Airline tickets to Ann’s credit card (Visa Card # XXXX XXXX XXXX 0591 Exp. 09/09 ); or alternatively credit to Ann & Kevin’s frequent flyer account twice the amount of miles deducted from said accounts by United and extend the deadline for using said miles from 12-31-2007 to 12-31-2008.


Ann C. & Kevin S. Eikenberry

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