When Barbara Baksa changed her United Airlines tickets, she assumed the upgrade to Economy Plus would transfer to the next flight. Wrong.
“I went round and round with the reservation agent, his supervisor, another customer service representative I was transferred to, and finally that representative’s supervisor,” she says. “I know, I know — I’ve read your column enough to know better than to bother with a phone call but I was really hoping to resolve the matter quickly.”
The representatives she spoke with were sympathetic, but unable to help. They said her only option was to request a refund of the original upgrade fee through United’s site. Her request was denied.
So now what?