Comments on: Are airlines redefining “year” so they can pocket your money?

By: Jim

Jim — Wed, 25 Feb 2009 19:53:23 +0000

I have a similar situation on United.
I looked on the California Small Claims Court web site and found that I have to serve the “Agent of Service” for United in California.
It links to the California Business Search on the California Government website, but searchs for UAL and United comes up empty.
Does anyone know how I can find this information?

By: Pete A. P.

Pete A. P. — Sun, 07 Dec 2008 23:35:10 +0000

I just got hoodwinked by Delta….Canceled a flight last January 13th 2008.
Unfortuately for me planning ahead buying that ticket the year before in July 07 was the wrong thing to do. My ticket credit expired in July 08 eventho the itinery changed (reissued) in November 07. It’s not like I don’t understand the total loss of $475.00 for 2 tickets. Charge me the penalty, but either give me credit to use towards something tangible (an internet mall store associated with the airlines) or give me a refund check minus penalty. This type of airline policy to keep 100% of the money irritates the general public. I like many other airline customers, have no sympathy for the airlines. It’s not right and would not be tolerated from other motar & brick companies.

Our political leaders scream foul play with regards to unused payed gift certificates that expire….I’m sure unused payed expired airline tickets is a much larger problem with a much larger price tag…..but that would require more work from
our already overstressed local elected representatives. Maybe I should request
a ticket bailout.

By: Syed

Syed — Wed, 03 Dec 2008 21:56:35 +0000

I was duped by United today….I had $877.58 in travel credit and they are saying it has expired. This is BS…..I had to go from one department to other and in the end talked to the supervisor who could only repeat ‘I’m Sorry’, ‘I Apologize’, ‘We are going in circles’ like a well trained parrot. Also the call quality sucked…there was this constant clicking noise and I could barely hear him. I am not giving up…I want my money or at least United Credit back. Whats the best way to deal with them?? Small claims court seems to be the way but do you know anyone who won this way?? Let me know please.

By: Tales of Woe - Thanksgiving Edition | Flight Wisdom

Tales of Woe - Thanksgiving Edition | Flight Wisdom — Sun, 30 Nov 2008 20:59:38 +0000

[...] man, after losing his ticket, received a response to his appeal by United that acknowledge a mistake had been made, but offered no [...]

By: Jenna

Jenna — Wed, 12 Nov 2008 16:48:22 +0000

I’m rolling in laughter here..never ever do airlines give you one year from the date of travel. It’s always been one year from the date of issue. For all airlines.

By: Jaspreet Singh

Jaspreet Singh — Sat, 18 Oct 2008 06:35:05 +0000

I am not sure what made the OP mention about Indian sub-continent. United may have out-sourced the backoffice operation to Mexico, India, China, Malaysia et al. Also, the grievance addresal would be what United has mandated to the contractor so you may contact them on why and how you were almost about to talk to then entire Indian sub-contient.

However, I do sympathise with your issue and would have done the same (take United to small claim court. I hope you get a favorable hearing.

By: Mary H

Mary H — Wed, 15 Oct 2008 00:25:38 +0000

And note that many people read these comments and United might have lost more then one customer from this incident……if memories are long enough……

By: David

David — Tue, 14 Oct 2008 20:34:47 +0000

I agree with much of what is being said. My point was less of an arguement against the rules of defining a year, and more about the absolute lack of customer service and care that we as consumers should expect upon sending cash to (poorly run) companies such as United. Assuming the above story is true as written, I think the issue is that customer service is inferior to what should be expected, not that they are “changing the rules.” Way to lose another customer United. Was it worth it?

By: Preston McKinney

Preston McKinney — Tue, 14 Oct 2008 19:24:01 +0000

Not one of the comments listed above stated that the client should have used a professional travel agent to book their travel. A professional travel agent would had advised the client that they have one year (364 days to be sure) from the date of ticketing to reuse the ticket or lose the money.

By: frostysnowman

frostysnowman — Tue, 14 Oct 2008 18:10:54 +0000

I agree with Jonathan. I would assume you have a year from the date of purchase to use the tickets, not from the day you were supposed to fly. But if you receive bad information from an airline employee, and you are not a traveler with the amount of experience to know that you’re getting bad information, then I think small claims court is a great way to get some payback.

By: Kevin Morgan

Kevin Morgan — Tue, 14 Oct 2008 17:40:24 +0000

I will say this: even the great Southwest, which allows you to apply ALL of an unused ticket’s value towards another ticket, makes you use the credit within a year of the original ticket’s purchase date. They are actually a lot clearer about this in the original purchase, telling you that any travel paid for with the funds you’re about to part with must be completed by X date (one year from the date of purchase).

And in fairness to the airlines, this is reasonable (though I think the change fees levied by most airlines are a huge ripoff). It costs the airline money to keep track of a credit like this, and incurring that cost for years to come seems something of a burden.

However, there’s no excuse for employees giving out faulty information, and given how often one gets bad information from airlines, I always recommend requesting a copy confirming what was said in writing or at least by email.

By: BOB FORD

BOB FORD — Tue, 14 Oct 2008 17:35:10 +0000

Take United to samll claims court. 99 times out of 100, you will win a judgment.

Then have the sheriff go to the airport and attach one of theIr planes to collect the judgement. Yes you can do that.

That will get you some attention FAST.

By: David

David — Mon, 13 Oct 2008 17:14:14 +0000

The same thing happened to me with United this year. Fortunately for me I was able to re-book my flight (but sooner than oringinally planned) to get in before the “year” was up.

Problem is United’s “reservations” department, “customer relations” department, and “customer service” department are all completley seperate departments. Not one of the three would take responsibility for thier mishap (which originally began after they cancelled my first two itineraries due to downsizing).

After the THIRD time calling, I was given the run around for 80 minutes, transferred to each of the aforementioned departments 3 times before I went off on a rep, spoke with a department manager, and recieved a $50 credit off my next flight (A flight I assure you I will never take).

Since then I have transferred most of my frequent flier miles to resturant certificates and gifted the rest at deeply discounted rates to friends. I have canceled my United Milage Plus account and will not fly United (and thus deal with their “service departments”) ever again, even if it costs me more to do so (Think of it as a hybrid form of insurance).

As I do not live in Denver or Chicago I can spare myself the pleasure of dealing with the incompetent and uncaring fraud that United has become. Cheers to thier failure. This world is a better place without them.

By: Jasper

Jasper — Mon, 13 Oct 2008 15:53:29 +0000

@ jonathan: The fact that one checks the box saying you agree to the terms and conditions, does not imply that one has actually read them. Most people don’t have the time to read those long documents, and neither do most people speak legalese. Furthermore, companies do not actually want you to read them, because I am noticing that it’s getting harder and harder to get a decent copy or print from the terms and conditions. It is a legal fallacy that judges ten to uphold these conditions, because usually they trump the idea of a fair contract. Last, *any* customer should be allowed to trust that representatives of a company know the rules of a company. If a representative makes a mistaken, the company must eat the inconvenience, not the customer. As companies record all their incoming phone calls, this should be easy to trace down.

By: jonathan

jonathan — Mon, 13 Oct 2008 15:00:26 +0000

In all the years I’ve been traveling, the rule has always been “One Year From The Date of Purchase.” Not once, has a representative of the airlines ever said otherwise, and I have always asked.

Also, now that so many of us are making purchases online, the disclaimer is usually clearly stated in the “Terms” section, which purchasers MUST acknowledge, before the ticket is issued.

As for taking the airline to Small Claims: do it! The cost of defending a case is usually greater than that of making a refund, and the airlines will settle with you right away.