After a canceled flight, a merged airline and crossed wires with Expedia, Anoop Ramaswamy is the proud owner of a worthless airline ticket. Now what?
Question: I booked a roundtrip ticket from Buffalo, NY, to Chennai, India, on Continental Airlines, just before it merged with United Airlines. I used Expedia to make the reservation. I completed the one-way trip but due to a family medical issue, I had to cancel the return. I called Expedia and requested a cancellation.
Expedia issued a cancellation, saying it would be in the form of an airline credit that would last a year. I called Expedia a few months later to use my voucher, but was told they couldn’t book the flight because of the merger with United. They asked me to call United directly.
For the better part of the last year, I’ve thought United Airlines was a lost cause. The Continental Airlines merger couldn’t have gone worse, from a customer service perspective, and as much as I liked many of the people now working at the new United, it was difficult to say anything nice about the airline — let alone write anything positive. Read more “Looks like United may not be a lost cause after all”
At United Airlines, they called it the “cutover.” It was the final and most difficult piece of the puzzle in the merger with Continental Airlines, and it involved combining two complex passenger reservations systems.