My typical advice in this situation is to use reasonable and respectful communication through one customer service channel (phone, online form, etc.), then another (email), and then another (social media). File a complaint briefly and hopefully someone will eventually have time to respond. And training to intervene gets your point across. U.S. spokeswoman Jankowski made a more specific proposal. “In this case, I think our social care team (which you can find on Twitter and Facebook 24/7) would have been really helpful in this situation,” she said. “They have the expertise and the means to escalate this issue to refund experts.”
Hobart added that customers don’t have to go through all of this. “Customers have taken appropriate steps to address this issue,” he said. “Our goal is to address it early, address it on the first try, and address it right.”
When I asked United Airlines what specifically they could do to ensure that a similar situation, or a different but equally Byzantine one, could be avoided, executives from the “Customer Guidance Group” responded with information. “I have a strong interest,” he said. In this particular scenario. “
“We will look at this incident, learn from it, and use it as a tool to avoid similar incidents in the future,” he said.
perhaps. But finally, Ellen, let’s see what you’ve done here and then compare it to what I did wrong during my recent trip. Realizing that potential and unpredictable health issues could disrupt your plans, you chose to book a refundable flight ticket. Many cheap and inconsiderate travelers (that is me) often stubbornly refuse to pay the extra. Second, you read the confirmation email you received carefully (I’m guilty of failing to do this too) and immediately noticed the problem and told the airline 24 hours if they wanted a refund or rebooking. I called within and asked for a fix. In this case, the airline still made a mistake in handling the refund, but in the end you won.
Earlier this week, I found and booked a very cheap one-way ticket ($407!) from New York to São Paulo, Brazil via Mexico City on Aeromexico, but the airline said they would allow me to change my booking with a penalty. I ignored repeated offers from the company. , can be changed without penalty, or refunded for a little more money. I declined, but the next day, I realized it would be better to travel on another day. Less than 24 hours after receiving the confirmation email, I called Aeromexico to change my reservation.
The restraint time was so long that it exceeded the limit of 24 hours, so I made up my mind and fought. However, when the customer finally got down to his service, the agent politely shut me out before I even got there. I was totally apprehensive because from the confirmation email he called within 24 hours but the actual reservation she had made 30 minutes earlier. unlucky.
