Old Dec 1, 2008, 9:00 PM
katia katia is offline
Join Date: Dec 2008
Posts: 3
Angry Wrong information and missing item

Ms. Pamela Coslet
General Manager, Customer Relations

I usually don't fly UA because I have not had good experiences but for Thanksgiving UA had great fares to NY, so I booked this adventure with UA early October.

On Nov 25 I received an email fro UA inviting me to confirm my flight for 26th from ORD to EWR

Following the instructions, I confirmed by flight and I was suprised to see that I got upgraded to First class. (See a copy of my printed ticket PDF at the bottom of the email)

Surprised, on the 26th I call customer service to confirm the upgrade and I asked the lady several times if I needed to pay. She said my miles covered my way in portion and that is why I got the award. Should I need the upgrade on the way back, I needed to pay the difference. I reconfirmed my printed ticket option, indicating the girl that I will not need the first class ride on the way back. So she confirmed my seats too.

To be honest I was happy to take the free ride in first class as that day was a long one already and I was thinking I was too hard on UA.

My nightmare started when I reached the first class counter with two pieces of luggage and the guy, who was very nice (SAM), told me I was not in the list. He offered me the first class service if I pay.. I said there is a mistadke, lets call customer service because I confirm this today.
When I called the person on the phone told me that she was surprised somebody told me that because I have "0" miles. My miles expired in March she said.

I was already upset and thinking I was going to ruin my Thanksgiving time for nothing... so I ask the guy to help me book me in coach as I had limited time to go and make the line in the coach section.

As I was unprepared for that situation, I was in front of the first class counter moving items from one lugagge to the other, so I can take one item with me as carry on and pay only 15 instead of 40.

If you have cameras, you will see I took my brand new bottle of perfum, Sensous by Estee Lauder ($79.00) from one luggage to another.

This experience with UA did not surprise me.. but when I arrived to my hotel I noticed my bottle of perfum was missing.. then I said.. this is too much.. The controls in place in UA are not effective and they need some feedback to improve their service.

That is why I am writting to you, so you can do something because like me there are too many unhappy customers with your airline and I will notify also the BBB and any other organization, because as a customer I did my part, I research, I accepted your misinformation and the only reason I took this flight was because of the 50 dollars I was saving.. LOL

It is not worth it at all, I know. All I hope my items will arrive safe this time and that somehow this information will help you and any organization track the bad employees that are not helping you excel!

Thanks, Katia
even did not bother and start calling customer service again,

Flight information
Wed, Nov 26, 2008 - Chicago, IL (
ORD) to Newark, NJ (EWR)
United 0658 Depart: ORD

6:23 PM

9:50 PM
2h 27m
Boeing 757-200
719 miles traveled
Fare basis code:
Booking class: NF
719 Award miles

Tue, Dec 02, 2008 - Newark, NJ (
EWR) to Chicago, IL (ORD)
United 0819 Depart: EWR

7:21 AM

9:04 AM
2h 43m
Airbus A320
719 miles traveled
Fare basis

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