United Air;ines overcharge

On May 12, 2008, I purchased air travel of three legs through United for: 1) a trip from Chicago (ORD) to Washington (DCA), Aug. 4, 2008, United 616; a trip from Washington, DC (DCA) to Montreal (YUL), Aug 6, 2008, United 8381; and 3) a trip back from Montreal (YUL) to Chicago (ORD), Aug 8, 2008, United 7597. All service was economy. The record indicator for this is MVD3DZ, and the charge for this ticket was $890.56.

On the day of the initial leg, Flight #616 was cancelled due to weather, and United was unable to put me on a flight to Washington before the next day. This effectively eliminated the purpose of my Washington visit. Accordingly, I reached United reservations by telephone and asked to convert this ticket to a round trip between Chicago and Montreal, economy, and I thought this was done. Indeed, I traveled the next day (August 5) from Chicago to Montreal and returned on the originally booked flight on August 8.

Since a round trip between Chicago and Montreal was $486 at the time of my booking, I believe I am owed a refund (from $890.56, equaling $404.56). I realize that United was not responsible for the weather, which created the initial cancellation, but this seems a simple case of fairness and logic.

My attempts at achieving this goal by telephone to various United agents was nightmarish. After two long waits to speak to a human being, I was told each time that I somehow was diverted to the wrong person (although each was recommended by the previous agent). I was finally connected (after more than an hour on the phone) to an agent who spoke such poor English and with such a heavy Indian accent that he was practically incomprehensible. (Shame on United for employing such people as telephone agent. Or was this simply a cynical attempt to discourage further efforts on my part?) All I got from him (I think) was the sense that he could do nothing for me.

I then complained to United customer service via their website on Aug 12, and the next day received an e-mail reply telling me that United instead booked this as two one way tickets (why?) which magically came to the total of my original booking of the three-legged flight ($890.56). I immediately responded that this was unacceptable, because I asked for and should have received a round-trip booking. I received an e-mail reply on Aug. 15 telling me that the matter has now been referred and so the ��Refunds Department will review your request and process your applicable refunds accordingly.� I waited 10 days, having received nothing from the Refunds Department, and wrote again asking for a resolution. The e-mail response came the next day with the explanation: �Currently, our Refunds Department are experiencing a high volume of emails and as a result, your continued patience is much appreciated.�

It has now been 4 weeks since I initiated this complaint, and there is still no resolution. I find this unacceptable and wish both to register a severe criticism of United Airlines and their handling of this matter as well as any help you can provide to resolve this.

Thank you.

S.M. Sherman

Department of Neurobiology

The University of Chicago

947 E. 58th Street, MC 0926, 316 Abbott

Chicago, IL 60637

E-mail: msherman AT bsd.uchicago.edu

Phone: 773-834-2900; FAX: 773-702-3774