I booked a flight through united this year, from GEG to JRO, in concert with a paid gui...
GetHuman-handcarv's customer service issue with United Airlines from September 2018
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The issue in GetHuman-handcarv's own words
I booked a flight through united this year, from GEG to JRO, in concert with a paid guided tour to the top of Mt Kilimanjaro I purchased, pretty early in the year last year.** Around march I received an email that a segment from a partner, ethiopian air, had been cancelled and I called, talked to a united rep, they said they fixed the problem and emailed me an updated itinerary. I continued to receive this itinerary up to the date of departure, when I was told it was invalid.** I talked to my tour operator and they weren't excited, but they said it's still doable, come one day late and we'll catch you up with the rest of the group. So I talk with a united rep again and they reissue my ticket again for the following day. I come into the airport and talk to the desk reps there and make them aware, pleasantly, that I'm already ** hours late and I'm losing acclimitization time for a high altitude hike (my fellow trip members are landing in africa at this point, and are already above ****m getting used to slightly thinner air). The flight on this second night was first announced delayed to me verbally by a local united rep there. I heard other passengers trying to get out of spokane on different carriers, none successfully. After the last carrier had left for the night out of our minor hub, the flight was announced cancelled. We were told by united reps at that point that the plane had never left chicago. By the time I reached the desk, the agent there told me that now the soonest he could get me to my destination would be t** days. I called my tour operator and the first tour operator recommended cancelling the trip, with the logic that I just wasn't going to have enough time to get used to the altitude. He referred me to the international tour manager who said, if you can definitely make it two days late, no later, then go for it. I asked a united rep at this point about a refund of both the ticket and the paid tour in africa (my operator down there would not do refunds at this point). The united rep said they could refund the ticket price but by no means anything more. I talked to a united agent again and they rerouted my flight out of chicago, and instead sent me to seattle*seoul and then to ethiopia and tanzania. I arrived exactly two days late. I paid my tour operator and extra *** bucks to send someone to come catch me up with the rest of the group.** I eventually summitted the mountain, but succumbed to high altitude cerebral edema (altitude sickness) on the way back down the mountain and had to be rapidly assisted back down, as I was apparently only interested in singing and napping at that point. **Upon my return to the US, I started calling united to ask what the heck happened* why did my itinerary, that I'd asked united to email me any problems or changes with, become so borked? Why had my trip, which I'd used retirement money to pay for, nearly cost me my life instead of being a once-in-a-lifetime trip? **I was told by a united agent over the phone that my reservation had never been fixed back in march* that united had been emailing me an itinerary that they could not honor for MONTHS. He would, however, only offer me travel credits - contingent upon me travelling again with united - in compensation.**Here's what I'd like you to send to legal: you're liable under the montreal convention, which the United States was a party to, under article **, to provide compensation for delays. In order to not be liable you have to prove that united " proves that it and its servants and agents took all measures that could reasonably be required to avoid the damage or that it was impossible for it or them to take such measures." Good luck with that.**What I'd like:***. You got me to my destination so late (two days) and clearly at personal risk to myself that I'm asking for the entire airfare back: $****.***. Two days worth of paid days with the tour company were lost at $****day: $*******. $*** for paying a local to catch me up to the rest of the group down there, because I was late.**A total of $*,***. Not in travel credits. If any amount is offered in travel credits I'll just file.**I'd ask for more for the altitude sickness but I can't prove that being late caused it, no matter what the locals said. I CAN prove that united had multiple, multiple opportunities to get me the service I originally paid them for, and they failed, intentionally or unintentionally.**You guys didn't give me a fair shake. If you could've told me earlier about the problems with your segment rather than telling me everything was fixed and sending me a bogus itinerary for months, I could've cancelled everything. Instead, you mislead me until it was too late to cancel my guided tour. You'd better make it right. A complaint has been issued to the Washington State Attorney General's Office in addition to this mail (re your customer service policy page).
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