Recently I flew with United using reward miles booked online. For one of the segments, the only seats available were in the First / Business First Saver Award column for 25,000 miles. The flight was on a United partner airline, US Airways. When I received my statement, 50,000 miles had been deducted for that segment. The segment was LAX to Sarasota via Charlotte. (red-eye)
I stopped contacting customer service by phone because they were clueless and I started corresponding with the website feedback feature as I had been told that is more effective (by the United call center). I have been corresponding with one person who seems even more clueless. I had screen grabs that showed my confirmation and that the miles were 25,000. The representative said more miles were deducted because I changed my ticket to first class. I never changed my ticket. I selected the First / Business First Saver Award because that was all that was available. When I explained this I was told that more miles were deducted because I switched from Business to First. The only selection I made was based on the availability and miles needed, not based on the class. The rep than told me I would need to submit a confirmation that listed the seats I was assigned. The airline assigned the seats and the screen grabs I sent were generated by the United website so I am not sure where I was supposed to find this additional proof. I was also told that the segment I flew was not offered for only 25,000 miles. In my next correspondence I sent a recent screen grab of the same flight with the same connection presently offered for 25,000 miles. The next e-mail from the representative said that their records show that the correct mileage was deducted and the matter is closed.
I have asked what these records are but I guess part of the matter being closed means answers from United regarding case are no longer required.
Has anyone else ever experienced this? Is there another department that I should be using to address my issue? This is so strange to me. I had receipts (screen grabs) showing what I expected deducted and they keep telling me I changed from Business to First...even though the rewards website does not make the distinction. :mad:
I stopped contacting customer service by phone because they were clueless and I started corresponding with the website feedback feature as I had been told that is more effective (by the United call center). I have been corresponding with one person who seems even more clueless. I had screen grabs that showed my confirmation and that the miles were 25,000. The representative said more miles were deducted because I changed my ticket to first class. I never changed my ticket. I selected the First / Business First Saver Award because that was all that was available. When I explained this I was told that more miles were deducted because I switched from Business to First. The only selection I made was based on the availability and miles needed, not based on the class. The rep than told me I would need to submit a confirmation that listed the seats I was assigned. The airline assigned the seats and the screen grabs I sent were generated by the United website so I am not sure where I was supposed to find this additional proof. I was also told that the segment I flew was not offered for only 25,000 miles. In my next correspondence I sent a recent screen grab of the same flight with the same connection presently offered for 25,000 miles. The next e-mail from the representative said that their records show that the correct mileage was deducted and the matter is closed.
I have asked what these records are but I guess part of the matter being closed means answers from United regarding case are no longer required.
Has anyone else ever experienced this? Is there another department that I should be using to address my issue? This is so strange to me. I had receipts (screen grabs) showing what I expected deducted and they keep telling me I changed from Business to First...even though the rewards website does not make the distinction. :mad: