United Airlines Corporate Office & Headquarters

Oct. 8, 2010 Customer Relations WHQPW United Airlines PO Box 66100 Chicago, IL 60666 Att: Glenn F. Tilton Dear Mr. Tilton, I just got off the phone with customer service agent manager, where I was asked to rate the customer service. While the agents were kind enough the experience I had today will likely not make UA my first choice in flying. I received an e-certificate in August valued at $150, this was compensation for having lost our luggage. I was making reservations to fly my daughter home 12/16-1/19 from RIC to LAX round trip. When I searched thru Orbitz I located several flights for $300 including United for $304.00 (see attached). So I decided to go online with United and see if I could redeem my e-cert on such a flight which would mean I would be paying approx. $150.00 which sounded like a good deal. So I booked a flight for $314.00 for which I would assume my discount would be calculated at the final stage of my reservation. But when I finalized the purchase there was no credit. So I called an agent who explained that the amount I paid was originally $454.00 and that the price I paid included a discount. So basically the e certificate is a worthless token and one I won’t use. I asked to have refund for the purchase which the agent agreed to do, however I also forfeit the e-certificate. I have subsequently booked a flight on Delta and likely won’t book a flight thru UA if I don’t need to. I was once a Platinum member and enjoyed traveling with United but much has changed. While the customer service is satisfactory your policies are not. Sincerely, Suzanne Osler 00755457051