After posting a link to the above entries on my blog on United Airlines’ Facebook page, I received TWO calls within 12 hours from Rhonda, an apparently high-ranking United Airlines Refund officer. (Ah, the power of social media!)
In a discussion with her, she explained that, because the credit card used to make the reservation (Elisabeth’s) and the credit card used to pay the change fee (mine) were different, they had no record of the 13-digit number, as it is normally “attached” to the reservation. I was also told that CheapTickets, not United, was responsible for the itinerary through Canada (CheapTickets had insisted the exact opposite), and that they should have indicated the need for a passport… which they didn’t – at least not on any communication I saw in forwarded communication from Elisabeth.
Rhonda very patiently explained United Airlines’ position, and then, as a “gesture of good faith,” she offered to e-mail me a voucher for $150 to be used on UA travel. Although I told her I’d prefer a credit to my Visa card, I accepted her offer and waited to see that voucher in my in-box. It’s been three days and I just realized that, although Rhonda didn’t state so explicitly, she’s probably waiting to see this post before e-mailing me said voucher.
Because you know what she’s probably thinking? ‘Ah – and damn – the power of social media!’