What should you do when 150,000 miles disappear from your United Airlines account? How about when an agent promises to return 65,000, only to have another 20,000 disappear? My solution was to spend 9 hours on the phone. None of it worked. Find out what did. Buckle in, this is a long one.
We’re past the point of shock when we see bad customer service by an airline employee, right? This is a unique story of a high-stress situation where the employee fails to perform. Who’s at fault?