Rather than head over to the airport, I called United through Skype and got us rebooked for the following day. We didn’t mind the extra day in Oslo (we really enjoyed the city), but an extra day meant extra costs.
While rebooking my flight, I had asked the United phone rep who was responsible for our accommodations and she was somewhat rude and matter of fact in telling me that we were.
The following day I found out that 2 other passengers had their hotel stay and meals covered by United! Find out all about it in my post Hey United, I Want My $158+ Back.
I spoke to the airline’s only supervisor in Oslo and he told me to file a claim when I got home and I would be compensated.
It turned out that had we headed on over to the airport, our hotel stay and meals would’ve been covered with little hassle.
When we got back home, I filled out a form on united.com/feedback, expecting to receive a response in a couple of days. Instead the automated message said that the customer care team is currently responding to inquiries within 14-21 business days. Find out more in my post Update: Hey United, I Want My $158+ Back.
After finding out that I would have to wait 14-21 days, I debated whether or not I should call United or wait it out for a response. Check out my post Update 2: Hey United, I Want My $158+ Back.
Since writing my second update, I decided to sit back and wait for a response.
On February 27, I finally received a response from United.
My first inquiry into this situation was on January 23 so this means that United had me waiting for over one month! (United must be either really busy dealing with complaints or just not care much about customer satisfaction.)
In the e-mail response, the rep asked me to send in original vendor receipts to consider any expense reimbursement. Hmm, this might be a little problem.
Our hotel was booked online so I hoped that printing out the online booking would suffice. This is all I could send in since the hotel did not give us any receipt upon re-checking in or during check out.
As for our meal expenses, I couldn’t figure out what I did with the receipts from over a month back (I don’t even think we got receipts from most of the places) but could send in copies of our credit card statements showing the charges.
Before sending out the info that United asked for, I sent another e-mail explaining the situation. Had there been a phone # included, I would’ve just made a quick call to find out. Instead I was put in the position of waiting once again, this time for around 2 more weeks!
I got a response again on March 10. According to the rep, due to auditing, original receipts were necessary for a cash reimbursement. However, I was offered an electronic travel certificate to help offset some of the expenses.
This offer sounded pretty fair but I wanted to be reimbursed for our hotel stay in cash, not an airline credit. I again sent in an e-mail explaining how the hotel was booked online etc. but I have not received a response back at this point.
I’m tired of waiting so I decided to put together all of the information requested by United.
I also typed up a letter explaining how we booked our hotel online and listed all of our food expenses. I also included a copy of the online booking confirmation and statements from the two credit cards used for meals. I highlighted the charges on the statements to make it easy to see.
So now, my info is on its way to United in Houston. I’m looking forward to seeing what the final outcome is.