January *, ******United Airlines*Customer Care Dept.**Ref. Hue Roettele*Confirmation...

GetHuman-hueashby's customer service issue with United Airlines from January 2019

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The issue in GetHuman-hueashby's own words
January *, ******United Airlines*Customer Care Dept.**Ref. Hue Roettele*Confirmation: F*MW*V – Flight * UA****JN Oct. ******* from IAH – BUSH to SAN JOSE CA*Electronic Travel Certificate with the amount of $*,***.** PIN*** J***KH** issued Oct. ******* *Ref * GG ETC*Dear Sir*Please see below details of my formal complaint re the cancellation of my Travel Certificate in the sum of $*,*** without notification to me. **On Oct. *** ** my flight from Houston to San Jose, was delayed before take-off because there was a broken seat at row number *, and the maintenance crew was called to fix it but could not fix the problem. The flight attendant made an announcement, “we need someone to give up a business class seat for $*,***.**”.*No one volunteered to give up their seat and then the flight attendant announced, “then we will have to ask the person whose seat is *B to move to Economy”.*On hearing this I was shocked, I don’t know why they pick me? But I do what they want me to do. The officer at the gate handed me a Travel Certificate and I go to seat ** or ** I don’t remember exactly.*The man who seat was in row number * then moved to take my seat *B.*And in no more than * minutes, he came to me in Economy Class and insisted that I come back to sit in *B (my original seat) and he will sit in my Economy Class. I told him no, I can’t do that, I have received money from the airline, and this would not be right. He said “don’t worry about it, go back up these, I will deal with the airline later”.*I was uncomfortable about this all during the flight, thinking about someone giving up their Business Class seat, and I sit in Business Class with a thousand dollars* somehow didn’t seem right to me.*During the flight I told a flight attendant to give my meal to the man who swapped seats with me but she told me “don’t worry everything has been taken care of”.*I asked the flight attendant for an envelope so I can put some money in it to give to the kind man, with the intention of sharing some of the $*,*** I received from airline. The flight attendant said “we don’t carry any envelopes” but she took a piece paper, folded it up like an envelope and handing it to me said “you don’t have to give him anything”.*About ** minutes before landing the head flight attendant come to me with a serious conversations.*She said “You don’t have to give this man any money, let him be a gentlemen, he’s been taken care of”.*I said that I felt bad* sit in Business Class and receive money too.*She said “ don’t worry, keep your money, he is a frequent flyer, he gets compensation, visits clubs, free drinks, upgrade, and how about to make you feel better, if I tell you he receives twice as much as you receive”.*At this time I realize that what is going on here is not as simple as it looks.*Your people offer $*,*** to buy a seat for this man, because he is your VIP, you know this because you pre-check your business class travelers to see who are your priority customers and who are not, and assuming I’m not your important customer that is why you decide to move me from Business Class to Economy Class.*In the normal course of events if one of the seats was found to be broken, one would expect that you would ask that particular customer to move and offer compensation to that person.*When we all left the aircraft, I waited at the gate and properly thanked him for his kindness.**In summary my thoughts about what happened to me on flight UA****JN from Houston to San Jose on Oct.******* are listed below. I really think you could do a lot better.*-*You chose me for move out of Business Class, to make room for a regular customer. I did not volunteer to sell my seat. I feel as though I have been treated discriminatively. I do not like your actions.*-*I did not have a moment of peace during the flight in my Business Class seat, which I paid the same price for as anybody else. I felt embarrassed and uncomfortable when I heard people talk about me getting $*,*** from the airline and still sit in Business Class. I did not ask for this treatment.*-*They didn’t know the embarrassment, dislocation and upset I felt and all the time I was concerned about the man who gave up his seat for me too.*-*If you had offered the man in question to accept an Economy Class seat, with compensation, to begin with, then we all would have no trouble. *-*But you wanted to please him, so you treated me as a second class citizen and chose me to compulsively move from business class instead him.*-*I am well aware that it is good business sense to value your regular customers but this does not mean doing so at the expense of other paying customers. *-*And for all of the angst and trouble you caused me you cancelled my Travel Certificate without notifying me. I only discovered what you had done when I recently booked to fly to San Jose again and intended using the Travel Certificate. This is very poor business practice.*Finally you should understand that $*,***. is not worth all of the headache and aggravation I have gone through because of your actions.* And to surreptitiously cancel your Travel Certificate is petty in the extreme. *As a reasonably regular local and international customer of United Airlines my family and I expect better.*I look forward to your response.*Yours Faithfully,*Hue Roettele.**** Pass Christian, MS *****.******@***.com****-***-****

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United Airlines

Customer service issue
Reported by GetHuman-hueashby
Jan 8th, 2019 - 3 years ago
Not resolved
Seen by 23 customers so far
Similar issue to 5653 others
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GetHuman-hueashby started working on this issue
Jan 8th, 2019 5:50pm