Last year, in a trip from Shanghai, China to US, we were stranded at the airport for three days due to both mechanical errors and management issue from UA. As a compensation, we received two vouchers worth of $2000, which can be used towards future flight. And the expiration date was July 30th, 2013.
However, I was pregnant with second son and couldn’t really fly at that time. So I decided to book a flight on June 7 in advance before the expiration date. I booked a flight from HK to Honolulu via Japan on Feb 20, 2014, and return from Honolulu via Guam on Feb 28, 2014. I used two vouchers for two tickets for my husband and myself, and also bought one for my son.
In order to use vouchers, I couldn’t buy ticket online. So I called local customer service center. The employee at the end of that line didn’t know how to operate those vouchers, but after few calls, I got a reservation. I also used my credit card to pay the extra $700 and $25 each for booking fees.
The rep explained this is a rare case for using vouches and with such early booking when I asked for the tickets, but I was told firmly that everything was ok and the tickets were in process. I got the confirmation and got to see that the itinerary was showing up on our reservation page. So I picked up the seats and thought everything was done for our vacation.
When we finally to start to plan our vacation, we found that all reservation disappeared from the page. So I called the customer service and was told that the reason they cancelled our flight because the UA no longer operate from HK to Guam segment, and we had to pay for that trip. So I sent a complaint letter to UA and got a email back, and was shocked to get know that the reason for cancellation this time was due to the decline of my credit card.
There were no emails or anything notifying us the problem of my credit card. And it was never mentioned before even when I had made phone call to them. It never occurred to me this was because my credit card was not working.
Now, with only few days before our planned vacation, we got no reservation. And we don’t know what really happened. The rep denied any responsibility and informed us that we can not use that vouchers again since it already passed the date. I am so frustrated and angry about the way the UA did for their customers. We will try to avoid the UA in future, but it did ruin our vacation we had planned for such a long time.
what can we do now? write letter to UA again--quiet sure doesn't work at all. or just leave it all..?