We don’t just help travelers here — our company contacts help travel agents, too.
Consider the recent case of Peggy Brumley, a travel advisor who used our United Airlines company contacts to fix a seemingly unfixable problem.
If you’re just joining us, our company contacts include mailing addresses, phone numbers, and email addresses for executives. And, as Brumley found out, they can be used to address consumer issues small and large.
How to use our company contacts
For the benefit of those just tuning in, the company contacts come with directions. We tell you how to solve your consumer problem and list frequently asked questions about resolving a consumer dispute.
I’ll sum it up for you: Normally, we recommend that you choose a lower-level contact on the webpage and send that person a simple, polite email explaining your situation. If you don’t hear back from that person within a couple of weeks, we suggest that you work your way up the corporate ladder by sending a similar email reiterating the difficulty you are having.
Our United Airlines company contacts help travel agents, too
Brumley’s situation, however, was different from most of the ones we encounter because she was helping several clients who encountered the same problem with the airline, and she was able to use our United Airlines company contacts in order to achieve multiple successes.
“I had 11 clients traveling to Punta Cana on United Airlines and they had a horrible schedule change,” recalls Bromley. “They were either forced to overnight in Newark, pick different dates or get a refund, which would have meant picking another airline at a higher price. These were the only solutions offered by United Vacations.”
Bromley’s situation might have been a difficult one to resolve.
According to United Airlines’ contract of carriage, United will refund the tickets (and then the clients would have had to find alternative transportation or to travel on the new itinerary the airline offered). But there aren’t any provisions for hotel accommodations or additional vouchers. A goodwill gesture might be in order, but not required.
First, I contacted United via the contact form on the United website. I received an email back saying that nothing could be done.
Then I then found a contact name on your website for United (Laura Mandile). I emailed her a recap of the issue, and explained that I received a letter back from their website contact form — without any offer of help.
Then I gave her possible solutions that my clients and I thought would work for them. I also told her that I, as a long-time (40 years) travel advisor, I understand that schedule changes happen. Unfortunately, this one was a doozy.
How our company contacts help travel agents
Later that afternoon, Bromley received a phone call from a United employee, who responded on Mandile’s behalf.
“He offered two solutions for my clients,” she says. “Either change them to American Airlines at no additional cost or pay for their rooms in Newark for the forced overnight, and give them each a $150 United voucher.”
“Because their work and childcare schedules had been modified to accommodate the Newark overnight, my clients decided to take the latter of the offers and were absolutely thrilled that United really did care. United paid for six rooms at $185 each and provided the vouchers,” she says.
“Had I not had your contact information for United, I would never have been able to recover what I did for these clients.”
What a great resolution.
“I wanted you to know that your emails and contacts make a difference,” Bromley said. “Thank you!”
You’re welcome. I’m so glad the airline made a goodwill gesture that helped your group. Our United Airlines company contacts (and those of other travel and other companies) are available for everyone to use, both individually, and in groups.