Misleading Information by United Airlines
Complaint
Sean
Country: Canada
Both myself and my friend's Mileage Plus reward points were due for expiry. We took the advice to book a hotel night each through United Airlines' website so that the activity will extent the expiry date. Serious serial of problems occur and the Airlines claims it has nothing to do with not getting any reward points.
First clicking the non-airline partner leads only to a third party website (no method how many times I tried and cancelled it thinking that there was a glitch in the system). The third party Hotels.ca insisted to become a member before it allowed you to make any reservation. Once enrolled with Hotels.ca and bought a room with 2 persons, the system prompt for the second person to stay in the hotel. When the confirmation arrived, it shows the second person as the registered person for the booking.
At the front desk, the owner/receptionist in both the hotels said they could not key in the Mileage Plus membership ID and and there wasn't anywhere they could check if the Mileage Plus info was in the system. Both of the hotel staff affirm that since we bought the room from the United Website, the information was already captured.
3 weeks gone by but no credit was given. We separately called United Airlines and were told that it would take 4 to 6 weeks for points to be credited. My friend called the hotel as well only to be told that if we didn't lodge any report within 30 days, our stay would automatically be disqualified. Also we have to be enrolled member under the hotel's own program to be eligible to qualify for Mileage Plus. Before they investigate on our case, we must enrol on the specific hotel's program. Then the hotel staff was trying to sell their promotion to us as if the problem about not getting the reward points did not exist. Anyway, a day later, we were told both of our stay in two diffferent hotels were disqaulified.
We both call United Airlines separately to complain about this kind of complication and were told that the problem was with the hotel partner and the airlines couldn't do anything with it. I spoken to 3 agents at different times, either they advise me to wait for 4 to 6 weeks or go for more vacations. They refused to escalate to the supervisor. My friend had the same experience. Finally I got the superviosr on my fourth call. Same response. The only useful advice from the supervisor is to buy reward points or donate them away to charity. These are the only 2 ways that the memeber can assure that their expiry date be extended. My advice: stay away from United Airlines and Wydham group of hotels.
First clicking the non-airline partner leads only to a third party website (no method how many times I tried and cancelled it thinking that there was a glitch in the system). The third party Hotels.ca insisted to become a member before it allowed you to make any reservation. Once enrolled with Hotels.ca and bought a room with 2 persons, the system prompt for the second person to stay in the hotel. When the confirmation arrived, it shows the second person as the registered person for the booking.
At the front desk, the owner/receptionist in both the hotels said they could not key in the Mileage Plus membership ID and and there wasn't anywhere they could check if the Mileage Plus info was in the system. Both of the hotel staff affirm that since we bought the room from the United Website, the information was already captured.
3 weeks gone by but no credit was given. We separately called United Airlines and were told that it would take 4 to 6 weeks for points to be credited. My friend called the hotel as well only to be told that if we didn't lodge any report within 30 days, our stay would automatically be disqualified. Also we have to be enrolled member under the hotel's own program to be eligible to qualify for Mileage Plus. Before they investigate on our case, we must enrol on the specific hotel's program. Then the hotel staff was trying to sell their promotion to us as if the problem about not getting the reward points did not exist. Anyway, a day later, we were told both of our stay in two diffferent hotels were disqaulified.
We both call United Airlines separately to complain about this kind of complication and were told that the problem was with the hotel partner and the airlines couldn't do anything with it. I spoken to 3 agents at different times, either they advise me to wait for 4 to 6 weeks or go for more vacations. They refused to escalate to the supervisor. My friend had the same experience. Finally I got the superviosr on my fourth call. Same response. The only useful advice from the supervisor is to buy reward points or donate them away to charity. These are the only 2 ways that the memeber can assure that their expiry date be extended. My advice: stay away from United Airlines and Wydham group of hotels.
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