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分享到QQ空间March 27, People’s Daily Online, New York, - People’s Daily Online published an article earlier, which United Airlines expressed great concern and provided feedback. But the customer found UA’s response lacks honesty.
On March 14, People’s Daily Online USA published an article titled “United Airlines, where is my refund?”, which tells how UA delayed its refund to a customer for 70 days.
On March 19, People’s Daily Online USA received an email from Hill+Knowlton Strategies, a PR agency to United Airlines. Ms. Cindy Sun, the Consultant from that agency, wrote in the email saying “United Airlines has placed great importance on this report and asked relevant people to investigate into the case”.
On March 23, Ms. Sun forwarded the reply from UA to People’s Daily Online USA. In the email, UA stated that the day after the customer Liu Liping changed his ticket on December 30, 2012, the Airline has emailed a Ticket Certificate and a pin for redeeming it. And since the customer’s ticket was a non-refundable fare ticket, a cash refund is not eligible on non-refundable fare tickets, nor can it be debited back to the credit card. UA can only issue a Ticket Certificate for Mr. Liu in this case.
However, Mr. Liu said UA’s story is a sham. He checked his inbox for the refund message every day after he changed his flight ticket. If UA did email him, he would have received it. If it is true that UA did issue him the Ticket Certificate, why then UA did not just resend that email to Mr. Liu when he submitted the refund request on February 15? Instead, it took another month before Mr. Liu finally received the refund approval. And there was no mentioning of any Ticket Certificate had been sent previously whatsoever in the approval email.
Besides, he said a refund of US$370 equals to around Rmb2,300. It is definitely not a small amount. UA should have sent the refund via a more reliable way, such as registered email, so to ensure the refund get to the recipients. The means of emails provides no proof for customers whether UA did send it or not. Even if it really did send out the email, whether or not the customer did receive is no business to UA, for the company takes no further step to check. This, apparently, is extremely irresponsible.
When it comes to the saying of non-refundable fare ticket, why then must UA first charged US$250 from the customer’s credit card, but it can’t simply deduct the amount from this Ticket Certificate? Mr. Liu said the UA email gave him an impression of “heavy bureaucratic tone with no honesty”. (Joanna Law)
Related：United Airlines, where is my refund?
