After being dissatisfied with his United ticket being changed without notice, and the fact that he called three times and each time there was some sort of birthday party in the background rendering the conversation incomprehensible, Bob got his story posted here. We advised him to send an executive email carpet bomb (EECB), and CC his complaints to the Department of Transportation. Now, the godly hand of United customer service has reached out of the ether and given him a scratch behind the ears, and Bob has gone from peeved consumer to pleased…
I don’t know if it was the story being posted or the email carpet bomb, but I received a call this evening from someone at United (based in the US) who was very sympathetic and who was able to fine me another flight that got me into Seattle at the same time as my original booking. I was also offered a $100 voucher for each of the two tickets I posted. She also explained how the fares work and that I wasn’t paying more for a non-stop flight but I was too late to get one of the discounted fares on a non-stop flight. She swears there is no extra charge for a non-stop flight.
I’m very happy with the outcome. I just wish someone could have done this in the first several calls.
And to clarify what many of the posters brought up, it was a non-stop flight that I had booked. I didn’t know a direct flight is different than a non-stop flight in some circles.
In the end, United came through!
The power of the public complaint. We would like to thank all of the major companies for whom Consumerist is on the required reading list. You better be reading or we’ll be wrecking you up from behind and you won’t even know it.