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United - Changing Itinerary

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Christina of Ft. Collins CO (5/10/04):
I'm a passenger who has traveled around the world. I want to complain the worst services I've ever had in my life. Phone lines are always busy in United reservation dept, they hold my line for at least 20 minutes. When I want to change my flight itinerary, I always find the problems with the customer services and all the United regulation sound ridiculous to me. Other airlines do not treat the customers as United.

When I wanted to change my departure date of my domestic flight from Minneopolis to Denver, they charged me US$100. When I wanted to change my departure date of my International flight to Hongkong, they charged me US$75.00. Every passenger should have their flexible change of the dates. All other airline I have flown with, they can easily change the reservation on the phone without charge.

We are recently relocated to Washington State (Seattle Area). I had my original flight confirmed from Denver - Hong Kong leaving on the 8th of June. I wanted to depart from Seattle to get my transfer flight to San Franciso to Hong Kong. I knew they might charge me some cost for the itinerary and I'm ready to pay. However, they said it is impossible to change anything. I can either cancel my original flight, buy a new one way ticket US$970.70 from Seattle to Hong Kong or get a one-way ticket fly down from Seattle to Denver for catching my international flight. It will cost me US$150 + hotel stay over night in Denver + taxi cost. If I have to return to Denver to catch my flight, I need to take more than 48 hours to go Hong Kong.

Martha of Lansing MI (2/12/04):
I called United to see if I could reschedule my flight for an interview that came up during my trip. When I talked to a CSR she told me that I could and that there would be a $100 change fee. I said great and asked if I could pay the fee at the airport checkin counter. She said no and instead directed me to call back with a credit card number because I did not have it on me at the time. When I did call back the CSR would not change the ticket for me. She stated that it was non-refundable. I told her I understood that but that a CSR had already told me that I could change it and that she even gave me specific directions on how to go about it.

I spoke with the CSR supervisor for about an hour and that did not help. She told me that there was nothing she could do, and that If she did give me the change with the fee, she could be fired. I told her that a United airlines representative had already guaranteed the ticket for me and that I just needed to call back. The supervisor explained that there was no proof of that! I told her that I had asked the earlier CSR if the change could be reserved and she had stated that there was no need and that I would only need to call back the next day with a credit card number in hand.

I told the supervisor that this was a complete lack of integrity on their part because I had accepted an interview to a major hospital in Michigan because of their WORD. She just told me, "I would be upset too, but there's nothing I can do". I won't know the damages incurred because of thier complete lack of integrity. Whether I would have been hired on as a physician-resident at that hospital, I don't know. I do know that without the interview it's impossible.

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