Open letter to United, sent to their refund department via website, fax and mail. We have not heard back. This happened in June, 2015. We were given the choice between continuing to Paris for a 24 hr stay before we had to return home, or a full refund. We choose the refund and they still have not sent it.
Our choice was between Paris & flying to see Blur, our favorite band, live. We choose Paris & are now forever screwed out of both.
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| Maya in the hospital |
"My husband and I planned a trip to Paris on United Airlines
Flight 5111 ATL to IAD transferring to flight 140 IAP to CDG on June 25th,
2015. However, United flight 140 departed late due to a
sick employee of United and even though we were assured we would make our
connecting flight, we did not and got stuck in DC.
There were also storms in DC delaying 2 other flights along
with our already delayed flight. Most of these passengers were transferring to
Paris with us or London. We were told when we landed to run to our gates and we
would make our flights. When we arrived at the gate, we were told we missed the
flight by 5 minutes and were directed to customer service.
We waited over 45 min at customer service. After 3 flights
of passengers got stranded, your employees all left customer service leaving
only 2 employees to deal with your customers. We explained to our customer
service agent that we have 2 severely disabled and terminally ill children we
were paying childcare for, and we were only going to Paris for the weekend. At
that point, he understood our problem and gave us the option of a flight to
Paris that would only give us 24 hrs in Paris or send us back to Atlanta and
United would refund our money. We took the refund option. We are still waiting
for it.
I feel that United could have held international flights by
5 minutes in order to accommodate 3 flights of passengers. This time is often
made up in the air.
You’ve no idea what it cost us in time & money to plan a
weekend away. It’s been 6 years since we could arrange a vacation. We had to
coordinate 6 people’s schedules to cover care for our children, including
paying to have 2 family members fly in from Pennsylvania. We are extremely and
deeply disappointed we didn’t get to Paris after all that. We have no idea when
or if we will ever have the opportunity for a vacation again.
Please make this right and honor your offer to refund our
tickets.
Gina Gareau-Clark and Joseph Clark"
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| Julia and Maya at the zoo with Gina & their nurse |
Thanks to all who have supported us & tried to give us some respite,
Gina Gareau-Clark
