Monday, April 20, 2009

Officially Annoyed!

Dear United Airlines:

I was one of those people for years who had your Visa card that accrued miles. I always paid off the balance (which I know doesn't make you any money) and knew someday I would cash in the miles for a fabulous trip to a warm tropical climate.

When we decided to get rid of credit cards all together, moving toward fiscal responsibility, I canceled the United Visa and the man on the phone said I had 3 years to use my miles. Perfect! I was pregnant at the time with my second daughter and knew this would give me enough time to get out of nursing and back into the traveling game.

Over the weekend, a friend and I had a great idea to surprise our husbands with a trip somewhere before we had our next babies. I had enough miles to buy the tickets for all four of us. Or so I thought.

When I checked on my balance, ZERO! That's right ZERO!

Imagine my surprise and shock when I counted back the months and realized I was still in the 3 year time period. Where had my miles gone?

They had gone the way of a policy change. They changed the rules to 18 months. Did I know? NO. They said they had sent it to my e-mail and it was posted on their website.

First, I don't check my junk mail. Who does? It's just p*rn and fishing scams for wire transfers.
Second, I'm not in the habit of making airline websites my home page.
Third, I never received anything in the mail.
Fourth, where is the grandfather clause? All those people like me who were informed over the phone that they had 3 years should have been given those 3 years until they ran out.

So where are my miles now? GONE. 129,000 miles gone! All those years of using my card and showing loyalty to United Airlines by flying on their airline whenever I had to buy a ticket, poof, gone the way of a policy change.

I've never been one to do away with a company or product but I understand that my money, if I should choose to fly, is extremely valuable to whichever airline I choose. And I have a feeling United will not be at the top of my list.

Thank you to all those nice customer service people who simply gave me an 'I'm sorry'. I'm sorry too.


Kate said...

wow! Did you try calling and talking to someone higher up? Seems like it would be worth it....

anne said...

Seriously, I would send this letter to them and continue to call! Kate's right...someone will care (or should). I'm thinking that you might want to tell them that you have now posted a warning to all travelers on your blog. And we all know that your blog is our homepage - must like yours is the airline's. :)

TcH said...

Im furious FOR you right now

129,000 miles gone???


rebecca said...

Oooooh, that is maddening!!! I'm sorry Kate, I will avoid United Airlines like the plague just for you!

The Horne's said...

That's soooooooooooooooooooooooooo lame!

Allison said...

Wow. That is so not fair! On Sesame Street this morning Katie Couric was trying to explain the word "frustrated". You could have told this story and totally outdone her!