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United Group Sales

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Gerald of Brooklyn NY (4/12/04):
On May 5/21/01 I went into contract with United Airlines to provide travel arrangements for a group of 15 people to Colorado. The Group Sales department requested $600 ($40 per person) as a deposit to secure a seat on the airline. After a check was sent to them I received a record locator to refer to during the transaction.

All 15 people purchased their tickets and travelled from New York to Colorado on August 11, 2001 and returned on August 18, 2001. Now the agreement was the $600 deposit would be returned six to eight weeks after the trip was taken.

In mid-October I called Group Sales Customer Service only to be greeted by incompetence. I was told that the check had been sent out on September 11, 2001 to my home address. I informed them that I had not received a check and asked to speak to a manager. Ms Hadden, the manager said that an investigation would have to be put on the check to see if it had been presented for payment -- this would take an additional six to eight weeks.

After several months had passed I called on January 31, 2002 to find out what was the progress, because I had not received my $600 refund check. At this point, I spoke to another manager, Ms Coats, who informed me that Ms Hadden had never put in an investigation on the check and unfortunately this would take another six to eight weeks to determine if the check had been presented for payment.

After not hearing from United for two and a half months I called on April 10, 2002 to find out if any progress had occured. After being questioned repeatedly by the customer service person I asked to speak to Ms Coats and after putting me on indefinite hold the lady returns and says that "Ms Coats does not know who you are". I gave her the record locator hoping that this would spark some interest, finally Ms Coats comes on the phone being very apologetic but with no resolution. So I informed her that no check had been received. And she said that they were still investigating the matter with the refund desk. Now eight months have passed and I still have not received my refund check of $600.

I am very annoyed at the level of incompetence of Untied Airlines. I feel that the customer service people need training, as well as the managers. This is not a major issue and has not been handled professionally.

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