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Beware of United Airlines outrageous requirement regarding on-line credit card purchase

Beware of United Airlines outrageous requirement regarding on-line credit card purchase

Old May 27th, 2006, 04:10 PM
  #41  
wow
 
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Get your credit card company to issue a duplicate card w/ the family member for whom you purchased the ticket listed as an authorized user on your card. Tell Visa to send the card to that person's address. That person can then return the car to you. Or, have them keep it for future ticket purchases. You will have to go yo your bank or fax them an authorization w/ your signature.
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Old May 27th, 2006, 04:57 PM
  #42  
 
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While wow's idea would work, seems like an awful lot of effort to do - and it does not address the issue of usiness travelers or tickets purchased as a gift.
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Old May 27th, 2006, 05:16 PM
  #43  
 
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When you e-mail the UAL execs tell them how totally unsatisfied you are with the "so-called" customer service reps in India. More companies need to know how unacceptable it is to talk to a "robot" sitting at a computer in Delhi (or where ever) reading a script to you and saying over and over "I'm sorry you are having this problem".
(I guess you can tell I've encountered this)

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Old May 27th, 2006, 06:21 PM
  #44  
 
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and you really don't need a CC card for the kiosks. Any card that has a readable stripe on the back with your name programmed in it, as in a airline status card will work.

As far as the CC issue. Sometimes, when the airline employee "thinks there is" a possibility of CC fraud and/or stolen tickets, the employee may ask for the card, but if not available, they may follow up with requiring more information. At the end, unless something is really wrong, the passenger will be able to fly.
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Old May 27th, 2006, 06:56 PM
  #45  
 
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the kiosks also allow you to type in the mileageplus number or ticket number or record locator

I stopped at tbe United counter at SNA this afternoon and asked about this. The lady said that it would pop up on their display to ask for the cc. She said the same thing about going to your local airport to verify the charges and the "flag" on those ticket records would be removed. If you didn't do that then she said the charge could be transferred to the passenger's cc at checkin. Not a good solution. I asked her a couple of whatif cases and whether they would actually deny boarding. She said, more less, that they would cross that bridge when they came to it. I asked if they would deny boarding and she didn't say yes or no, she just stated the policy. You might try contacting your cc company to see if they can help. Maybe they could guarantee the airline that they wont suffer a chargeback. But since the pax is providing proof of identity they have some hope of tracking down a fraudster.
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Old May 27th, 2006, 08:26 PM
  #46  
 
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I wonder what they would do if the card used to purchase the ticket was stolen or otherwise compromised in between the time that you purchased your ticket and your travel date? Our VISA card number was stolen the day before we left for Hawaii in 2004. My credit union called me at home on a Friday night because of the fradulent activity, and immediately cancelled the card. Luckily we didn't need the card to check in with HA the next morning. This is a crazy policy guaranteed to tick off their customers.
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Old May 28th, 2006, 07:09 AM
  #47  
 
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I think email to Senior United execs will bring about solution.

2 cents about cc proof at the airport with etickets. Last year someone got ahold of my Amex card # and charged off 10 round trip airline tickets under someone else's name from Miami to N Carolina.

To Amex credit they caught the unauth chgs, notified me by phone to verify and stoped my credit card and issued a new one overnight. I s/w Amex Fraud investigators and they assured me this is big business for the crooks..

The crooks are the ones to blame here not United...yes I agree Customer servcie could be better but it is the crooks that make it difficult for the Business and the Customer...
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Old May 28th, 2006, 07:26 AM
  #48  
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You're right that we all pay the price for increased security, in all aspects of our lives now. And it's a good thing in most cases. I'm more than happy to submit to interrogations and pat-downs at airports. I'm happy that my Visa provider has also caught suspicious activity on my charge card and stopped it in its tracks.
However, it would be nice to still be able to get good customer service when one is a repeat and loyal customer of a company, like United.
I'll post the outcome when I speak with Customer Relations. I may e-mail the upper echelon at United, too, but I don't have time in this case for an e-mail to go through the ranks and get a response. I'll hope for help via phone. Cross your fingers...
 
Old May 28th, 2006, 09:47 AM
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Maureen: I wish you well on Tuesday. I hope you get someone who is reasonable and wants to help you avoid a trip to the airport. What do they do with the customers who aren't in the habit of reading the fine print? They must have a lot of unhappy customers. Let us know what happens.

In the meantime, for a humorous look at out-sourcing, check out this 12 minute film:

http://callcentermovie.com/

click on "Watch the movie"
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Old May 28th, 2006, 10:36 AM
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I recently ran into a similar situation, twice.

For various reasons, I usually make reservations with a different card than the one I bring with me on my trips. I've been doing this for years, and never had a problem, until these 2 recent situations:

1. While on a recent trip I decided to return my AVIS rental car a day early. The credit card I had used at the rental counter was different from the card I had used for making the reservation. This was no problem at the rental counter. AVIS was getting paid, which was all AVIS cared about. But it was a big problem when I telephoned to arrange an early car return. The customer rep refused to speak with me unless I gave her the credit card number I had used for making the phone reservation about 7 months earlier. I didn't have that card # on me. She refused to let me identify myself by my AVIS confirmation #. She also refused to accept the credit card # I had used in-person at the AVIS counter just a few days earlier!

We went round and round arguing about this. The phone Rep kept refusing to speak with me about anything unless I gave her the credit card # I had used several months ago for making the initial reservation.

I finally hung up, and decided to return the car early without prior notification. Fortunately this worked out ok when I did the return.

2. I recently reserved a hotel room at the Orleans hotel in Las Vegas. Their Web site says the credit card used for the reservation must be the exact same card used when customers arrive at the hotel. I called for an explanation, but all the Rep could say was the hotel requires this for "identification" purposes. I told her I will NOT be bringing the same card with me, and she insisted I have to. The final resolution of this (I think): When I arrive at the hotel, the hotel will undo the initial reservation, and then redo it using the card I bring with me.

I understand all the concerns about security. But I really think that in many instances common sense had disappeared along the way.
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Old May 28th, 2006, 01:15 PM
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If anyone is still interested in original premise - read responses to post of about 24 hours ago I put under airlines.

No one has responded that they were actually denied boarding, except some reference to same day ticket purchase - while that is not proof and statement on e-ticket might still make me nervous, I am still wondering if this would be actually enforced.
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Old May 28th, 2006, 01:17 PM
  #52  
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Gail, thanks for your help. I was just reading your other thread. And, chances are, the agent at BWI could let it slide, but I don't want to risk it and have my daughter left at the airport with nowhere to go. Call me a worry-wart...
 
Old May 28th, 2006, 05:19 PM
  #53  
 
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ok, you are a worry wort (is it wort or wart?). At checkin if your DD has a govt ID and a credit card then they can take that info. If the owner of the card that purchased the ticket were to tell the cc company that the charge was not authorized by them, then the airline would be out the money but they would have a way to track down (and charge) the pax for the ticket.

I don't know what I would do if I were in your shoes. When I spoke to the CSR yesterday I told her that it was not a good thing for UA to give that warning because people are freaking out over it. She wondered why people were worried about it and said that people who worried about this were the people that don't remove the "don't remove this tag" tags from their pillows. Please don't be offended by this as this person was being candid, which the other employees could not or would not be because of their policy.

Again, I will suggest contacting your cc issuer to see if they can help. You can tell them that the charges are authorized (after you tell them your name, SSN, street address, MMN, amt of last pmt, DOB, etc. etc. IF they can contact UA then they would be able to confirm to UA that they will get paid.

Doesn't a person's ability to claim that a charge on the cc was not authorized expire within 60 days of the charge? If the ticket purchase was more than 60 days (or whatever the time period is) before the first travel on the ticket, the the airline should be assured that they will be paid.

I think it is highly unlikely that sending an e-mail is going to have any effect.

Anyway, good luck. I hope it works out without more aggravation to you.
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Old May 28th, 2006, 06:09 PM
  #54  
 
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I have not read all the responses, so my input might be a duplication. At any rate, I just flew ATA (Southwest) from Oakland to NY. I had the confirmation number, and at no time had to show my credit card, which I did not have because I do not use that credit card in Eudop-e and am in transit to that continent. I suspect that with the conrfiration number for a ticket in the name of the person at the cnter and proper ID there should be no problem, and I would raise hell with United and the FAA if I were denied access for not having the original credit card but have confirmation of a paid-for reservation.
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Old May 28th, 2006, 09:32 PM
  #55  
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My concern is that the e-receipt/itinerary says in BOLD type that BOTH ID and Credit Card are required for check-in. I've not seen that before, and the reps I talked with said it was unusual, but that the credit card will be a requirement in this case. For whatever reason. Having a previous experience when she was denied boarding by Frontier, I take these things seriously. It's not fun when it happens to you, and you're frantically trying to get someone who will allow boarding, while the plane is closing its doors.
 
Old May 30th, 2006, 03:11 PM
  #56  
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After literally one dozen phone calls to United, I finally found someone in the Refunds department this morning who helped me solve the problem. I had already spoken with three people at United, two of whom were in the Customer Service department (a misnomer at United, for sure!). Each of those reps repeated the same ridiculous suggestion: that the only way for me to resolve the problem would be to drive to the airport and show them my card in person at the United counter. That would have taken a half-day of my time, plus gas, parking, and the big headache of it.
I think part of my battle was in finding a United employee who cared enough to agree that the company's treatment of its customer (i.e. Me) was ludicrous. She went out of her way to call Reservations (I had already spoken with five employees, including two supervisors at Reservations). Reservations is the only arm of United that has access to the records, she said, and could make the change needed. So FINALLY someone at United helped, by simply removing the note on my daughter's e-ticket. Now, it says what it normally says: "Photo ID required at check-in".
United's Refund rep. said the requirement was posted on our reservation as a result of a new policy from Visa. I know our Mileage Plus Visa account was recently transferred from Bank One to Chase Card, so maybe Chase has this ridiculous requirement. I might call them and ask, when I feel like wasting more time on this...
But, I will be very careful next time, if I ever again try to use my Mileage Plus Visa on an on-line purchase of United tickets. (I will try to use other airlines whenever possible.) I'll make sure there are no weird requirements on the ticket, before the 24 hour time expires. If it's there, I'll call for a refund, because I do not ever want to go through this again.
Buyer beware!
 
Old May 30th, 2006, 03:19 PM
  #57  
 
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Are you still going to contact the execs? I think you should.....if there are cracks in the system, they'd want to know about it.
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Old May 30th, 2006, 03:59 PM
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If the requirement was caused by your Visa company MaureenB it would seem to me that you would have the problem no matter what other airline you used. Or did I misunderstand?

I would contact your Visa CC company..to verify it was in fact that it was their requirement that caused all this confusion and sress for you. And if it was I would either get written verification that you will not have this problem in the future or I would get a different credit card. Best wishes to you..and I am sure glad that you got this problem resolved regarding this flight. On your 5-27-06 post you typed that United gave you several reasons why you had this problem. #4 was "It's a new Visa requirement". From your last post it does appears the problem was due to your Visa Co.

Again, I sure hope you get this worked out for regarding future flights.
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Old May 30th, 2006, 04:06 PM
  #59  
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LoveItaly, I don't believe a word from United at this point. It would certainly behoove them to blame Visa. So, who knows why it happened.
And, Melissa, you're right. I owe it to other travelers to raise this issue with United execs. I'll use the names Paul posted above. I had already sent an e-mail protest to Customer Voice at United. If I get any responses, I'll post.
Thanks again for all your support. This forum rocks.
 
Old May 30th, 2006, 04:18 PM
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Doesn't address the OP's problem but as far as credit cards and kiosks are concerned... my teenage son who does not own a credit card was able to stick his drivers license in the machine which identified him and he was able to get his boarding pass.
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