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“Terrible customer service”

Written on: 21/06/2013 by jbque (1 review written)

I booked two flight segments, one from Nashville to Dulles, the other from Dulles to Raleigh. Both on seperate days. UA cancelled the Nashville to Dulles segment so had to put me on Delta through Atlanta to get me in that night, 3.5 hrs late. The next day I went to counter to check in for flight to Raleigh and was told the ticket was fulfilled as a one-way and they could not get me on the flight without me paying full same day fare. I told them that I never agreed to have my flight cancelled back to Raleigh but was told that happens whenever you book a one-way flight and then change one segment. It would be one thing if I had voluntarily changed my ticket, they had to accomodate me because of faulty equipment that is their responsibillity. I never asked for a hotel voucher or credit, decided to call it even it they got me to Dulles that night. Even on a one way ticket I would think it is standard protocol to ask if you need to reach the final destination on your ticket before cancelling and reissuing a new ticket; that was never mentioned. Then talking to CS in Manilla was worse yet, everyone had a standard script they read from "we are not able to change a ticket where travel has been completed". Nor were they able to refund anything. So in my book everyone at United deserves F for terrible customer care. I guess a result of large mergers that monopolize the airline industry is you get to screw over whoever you choose. Good luck with that model. For me I will choose Southwest every time I fly from here out, even if the airport is not that convenient, they know how to take care of customers.

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