We first informed United Airlines via email on September 13th, several weeks before we were to embark on our journey with regards to changing one leg of our itinerary.
The nightmare began with a conversation I had with United Airlines customer services with regards to changing our Las Vegas to San Francisco leg of our first trip to the USA.
I asked to cancel the Las Vegas to San Francisco leg of our journey as I had mentioned earlier in an email, to be told I would have to PAY 85 Euros (US100) to do so. Apparently, these are terms and conditions that I had not been given, but I agreed to do so.
As the flight times differ from the flight I booked, we felt the transfer time was too tight for the international leg of our journey, so to be safe we decided to go to San Francisco a day earlier. We then did the following:
First, I emailed customer services with our intentions of cancelling the Las Vegas to San Francisco leg of our itinerary. I did receive a response, but no mention of a fee! However, the last email I received did suggest I speak to customer services before our flight date.
I called customer services and the person I spoke to started off quite politely until just after she mentioned the cancelation fee! When I asked why she just kept stating company policy in a very condescending manner. At this point I was quite outraged and she did not seem to care at all! However, she did confirm there would be an €85 fee.(US$100)
I spoke to UA customer services via Twitter! He confirmed that there is a charge of US100.
Arrived at San Francisco airport, lined up for an hour. They changed the flight. I offered to pay and their representative stated that there is no charge and no fee to pay.
On our arrival at the check in desk we were told that we must pay a US$640 penalty. Failure to pay meant we cannot board our ongoing flight! The US$100 was a lie! They waited for us to get to the airport and basically gave us no choice but to pay or be stranded in the US without our flight. To add insult to injury they offered a $10 refund for not flying from Vegas to San Francisco!
Then to add even further insult to injury our 1.45pm flight was delayed first of all because we were waiting for passengers from another flight. Secondly because the plane had errors, so we had to change aircraft. We eventually took off at 5,57pm!
We were basically lied to and what really amounts to being robbed in broad daylight in an international airport.
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