As a professional management trainer, one thing I stress with my students is that you have to give at least as much feedback about things done well as you do about things that need to be improved. As such, I want to give some positive feedback about yesterday’s entry (below).
You’ll recall that I felt a bit hood-winked by United Airlines, after I had to wait 48 hours to book an award ticket because it took that long to process the purchase of the final 1,000 miles I needed for two tickets to Japan. The wait seemed unnecessarily long and, by the time the miles credited to my account, all the award seats for April were gone.
Prompted by several comments in response to the original entry, I contacted a United Airlines representative and explained the situation. Sure enough, it turns out that I should have been able to put the seats on hold while the purchase of the miles was being processed. This representative worked the necessary channels and was able to get two seats released from inventory, making things right by me.
My love afair with United, which began when I was just a month old but in recent years had soured a bit, is worth giving another chance. Credit where credit is due, the employees of United made things right. It looks like the Friendly Skies are still friendly, after all.
Tawn and I will fly to Tokyo from Bangkok on Thursday, April 9th, returning the following Thursday. If you have any suggestions of what to do or see, or where to stay inexpensively, please let me know.
Original entry, dated Thursday February 5, 2009:
April is very hot in Thailand. It is also our Songkhran holiday – the three-day traditional Thai new year. I’ve been here for three Songkhrans so far and each time, I’ve promised myself that the next year I would get out of town for the long weekend.
Browsing our options, I noticed that United Airlines actually offers very generous mileage redemption levels (about half the normal requirement for other Star Alliance flights) on the Bangkok to Tokyo route, which is an add-on leg to their San Francisco to Tokyo flight. 20,000 miles for an economy ticket and 30,000 for business class for a 6-hour flight – a good deal!
Checking online, they had a pair of seats available in the time frame we wanted to travel. Not in economy class, though, but in business. 60,000 miles total. I had 59,540 in my account. But not to worry, I could buy an additional 1,000 miles for $67. Pretty steep for miles, but it would get me where I needed to be.
Processing the purchase, I was informed that it would take up to 48 hours to complete the transaction and credit the miles to my account. This confuses me – I can buy an airplane ticket and in a matter of a minute or two, confirm the entire transaction. But to buy $67 worth of miles takes two days to process?
During the 48 hours I checked the award travel seats – still available. Then, yesterday afternoon when I received the email confirming that the purchased miles had been added to my account, I went to book the award seats and – guess what? – they were no longer available.
Now, I’m sure this is simply a coincidence, but I can’t help but think that this is part of United’s machiavellian plan. They now have $67 from me but have taken away the thing I was going to use the miles for.
What to do, what to do?
Ken, a friend who is retired from UA and is familiar with their reservation and inventory systems, suggested I could check again and see if any more seats are released for award travel. Of course, I could just as easily see other affordable options slip away as I wait for that to happen.
There are free business class seats available departing three days earlier, but this would mean that Tawn has to take an additional three vacation days and results in ten days in Japan instead of seven – a bit longer of a short getaway than I expected.
Another option is to apply the miles towards my purchase of the seats. Chase Mileage Plus Visa allows me to do this when buying United flights from the united.com website, so my 60,000 miles would equal a $600 credit towards a purchase of seats. Two economy class seats during our travel time frame would be $900 total (plus the $67 I spent on miles). A pretty good price but not nearly as nice as two business class seats for $67!
Have you ever felt like you were being manipulated by a company?














































