Old Aug 16, 2012, 5:25 PM
jophes jophes is offline
Join Date: Aug 2012
Posts: 1
Default UA changed our reservation with no cause

We are heading to Cape Town, SA by way of Istanbul. We booked our flights via United Airways as part of the Star Alliance network. As such, we have UA between US and Istanbul and Turkish Air between Istanbul and Johannesburg.

March 7 2012 we had everything set. We were to leave Istanbul at 1:55AM 02 October and arrive in Johannesburg at 9:40AM October 02. This was very tricky as UA listed the flight leaving Istanbul as "O1 Oct" because they use the day up to an hour past midnight. Our itinerary was set and demonstrating exactly what we had hoped for.

However, when we went to get our seats assigned on Turkish Air mid July (They insist on waiting about a month prior) we found that our flight to Johannesburg was changed such that we were arriving 9:40AM October 01. This means that we must land in Istanbul Saturday Sept 29 and leave the next day, Sunday Sept 30 instead of Monday, Oct 1. The time and day of departure from Istanbul still reads as "12:55AM 01 Oct" but now the destination time and day is also "01 Oct"...

We immediately contacted UA reservations and so began a long progression of many conversations trying to get someone to understand the issue. Finally UA admitted it was their mistake - but nothing is to be done to correct it because the Turkish Air flight we were originally booked to be on had no more "awards seats" - Basically, UA admits to making a mistake that will cost us time and money but will not do what it takes to make it right unless it is easy and cheap for them to do so.

We have contacted: Scott O'Leary, Anne Seeley, and Jeff Smisek - none have replied. We have had conversations with a dozen others among whom a couple have admitted this is a UA mistake that needs to be corrected.

I am not sure what else to do. We have to cut short our stay in Istanbul, reschedule our connecting flight from Johannesburg to Cape Town, as well as re-book our Cape Town hotel to add in the 01 Oct night (if available). All because of a mistake that UA could very simply correct.
Old Aug 17, 2012, 11:20 AM
jimworcs jimworcs is offline
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

Mileage awards are not gifts, they are earned and are technically taxable. United are oblgiated to correct their mistake.. you need to escalate this complaint and threaten court action.
irresponsible management, poor customer service, united airlines

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