A couple of weeks ago, I was on a early morning flight from Chicago to New York. I fell promptly asleep, only to wake up 30 minutes later with the pilot’s calm voice saying that there was no need to panic! Say what?! Our landing gearing was not functioning properly, and we were heading back to Chicago to switch planes before things became a real problem. In the end, everything was fine, but the ordeal did delay us an hour and a half. Just enough time to screw up the afternoon appointment that I had scheduled….
When I did finally make it home, there was a proactive – and very unexpected – email waiting in my inbox. A $150 travel voucher for all my troubles! I was blown away by United’s customer service, and I told all of my friends that I was now a loyal United/Continental customer. Well, that was until I went to apply the voucher to my next ticket….
When I went to book an extremely well priced ticket to Los Angeles on the United website, I was unable to apply the voucher to the purchase (the ticket would be almost free if I could apply the discount). I called a representative who went ahead and booked my flight, but in the end confirmed that I couldn’t use the voucher because the flight I was taking was actually going to be operated by Continental – not United. “Aren’t you the same company now” I said, completely annoyed! ” And furthermore, didn’t I book this flight directly through United anyway”!
After trying to hold it together, I became so confused (and irrationally enraged) that I canceled the reservation all together and booked a slightly more expensive ticket on another airline – just to prove my point!
Was I petty to let my principals get in the way of a good deal, or was I right to demand the service that I felt I had been promised? What would you have done? Tell us what you think!| Print