For a recent trip, my spouse used Frequent Flyer miles to buy tickets
for our two kids, and myself -- all coming from different locations
into PHL. My spouse is in DXB, so this transaction was with the
Mileage Plus executive over the phone. No problem, he said, all the
bookings are made. I'll confirm with an email and send paper tickets.
The e-mail said they were e-tickets, and would be sent later with the
itinerary.
About a week before I flew out, I called United. No itin, no tickets,
what's up?
- No problem, they are e-tickets, they are in the system, I will
e-mail the itineraries right now. (And she did. The three itins arrived
in 2 minutes.)
- So I just take them to the airport and show ID, I asked?
-Yes, she said. You're all set.
I wasn't. Turned out there were supposed to be paper tickets,
presumably un-mailed or lost in transit. They wouldn't check me in.
But your agent said it was fine, I said.
-They're in Delhi, they don't know anything. The person with the Miles
has to go to the airport and sign.
-The person with the miles is overseas, soon to be airborne. This is
not going to happen.
-Too bad. That's the airline's policy. The agent who made the booking
must have explained.
Well, no.
Eventually, I paid $100 as a lost ticket fine, and got my flight.
Will my son have the same problem?, I asked.
Yes. They probably will not let him fly at all. Huh?
I called United after I got into PHL. No problem, said the agent. Tell
him to print out the ticket number and the reservation number and we'll
issue a ticket, no charge. Before I could get any sort of further
confirmation, I lost the call.
So I called again. Different agent, repeated the story. Different
response. No, he said. We will not honor the ticket unless the Frequent
Flyer goes in and signs.
Meanwhile, my spouse called United and explained the problem.
No problem. Just ask him to go to the ticket counter and show his
ticket number and reservation number, we'll board him, no extra charge.
They did board him. On payment of Full Fare, not even the $100 lost
ticket charge.
We will talk to United in person tomorrow. Meanwhile, I have to wonder
about the value of Loyalty Programs that make one wish never to fly the
airline again, and customer service agents who vary the story each time
you call them.
I've flown a number of airlines, and I think this story is in
competition with an Air Canada experience from ten years ago that I
treasure as a farce that no one would believe if it had not happened.
Rupa Bose
www.rupabose.org
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