Today my family had the worst customer experience ever. My wife and I had tickets to New Orleans for weekend. A week or two ago, I realized that I couldn't go on the trip, so we wanted to switch my ticket to my son. The tickets were booked via the frequent flyer program. Despite the fact that I had a ticket already reserved and paid for in my name, I was told repeatedly that I could not transfer that to my son. I was told this was a TSA requirement. I spoke with numerous agents and supervisors who all simply said, "We're sorry. We can't help you." Eventually, I spoke with a supervisor who said that they could help. I had to pay a fee to get the miles for my ticket refunded back to my account and then he would book my son in the same place. I accepted that. I asked him REPEATEDLY to verify that this meant that my son was going to be flying on the same flights as his mother in both directions and that I did not have to purchase a new ticket for him. He repeatedly assured me that this was true. He booked my son on the flight, charged me a $10 processing fee, waived another fee, and provided me with a confirmation number. Again, he repeatedly verified that my son had a ticket on these flights with his mother.
When we got to the airport this morning, we were told that my son did not have a ticket, that despite the fact that I was assured all of this and issued a confirmation number, that he had not been ticketed. The flight was full, overbooked, and no seats available. At that point, my only option would be to purchase a brand new ticket, but there was no room anyway.
My wife is now in New Orleans by herself and my son is here with me. It's too late to get him there with his mother.
This is the worst customer service EVER!!!!!!
I will not be flying on United again. I will be cancelling my United credit card. I will be telling anyone who will listen to do the same.