thedrifter
07-28-09, 08:50 AM
Marine mom fights a battle
Barry Davis
08:02 AM CDT on Tuesday, July 28, 2009
You will do it! That's what Melissa Gonzales says she told a United Airlines customer service representative, when she was told no refunds. Gonzales was trying to get her son's money back for tickets to Hawaii he bought for his two younger brothers. Under the Navy's "Tiger Cruise" program, family of sailors and marines have the opportunity to sail from Hawaii to San Diego with their service family member. So Lance Corporal Ruben Deanda wanted his 10 & 18 year old brothers to sail with him.
Everything was ready, the boys were packed, Rueben paid the $800 to get the boys to Hawaii, then the flu hit the U.S.S. Comstock. The Navy, hoping to prevent the influenza from spreading, quarantined the ship which meant the boys would not be able to make the trip. Melissa called to cancel the tickets and was told they were non-refundable. She says she tried to explain, for more than two weeks, but the customer service reps kept telling her that is the policy despite the fact Deanda had bought trip insurance. The best they could do was offer travel vouchers in the boys names, regardless of who paid for the tickets.
Melissa called us and we in turn called United Airlines. A spokesperson called us back and said that is not the way United Airlines does business. The travel vouchers would be good for anyone to travel, not just the boys. And they went one step further, they said they wanted to insure our service personnel they would go above and beyond what's just right to take care of them. United would refund every penny Corporal Deanda paid for the tickets.
Ellie
Barry Davis
08:02 AM CDT on Tuesday, July 28, 2009
You will do it! That's what Melissa Gonzales says she told a United Airlines customer service representative, when she was told no refunds. Gonzales was trying to get her son's money back for tickets to Hawaii he bought for his two younger brothers. Under the Navy's "Tiger Cruise" program, family of sailors and marines have the opportunity to sail from Hawaii to San Diego with their service family member. So Lance Corporal Ruben Deanda wanted his 10 & 18 year old brothers to sail with him.
Everything was ready, the boys were packed, Rueben paid the $800 to get the boys to Hawaii, then the flu hit the U.S.S. Comstock. The Navy, hoping to prevent the influenza from spreading, quarantined the ship which meant the boys would not be able to make the trip. Melissa called to cancel the tickets and was told they were non-refundable. She says she tried to explain, for more than two weeks, but the customer service reps kept telling her that is the policy despite the fact Deanda had bought trip insurance. The best they could do was offer travel vouchers in the boys names, regardless of who paid for the tickets.
Melissa called us and we in turn called United Airlines. A spokesperson called us back and said that is not the way United Airlines does business. The travel vouchers would be good for anyone to travel, not just the boys. And they went one step further, they said they wanted to insure our service personnel they would go above and beyond what's just right to take care of them. United would refund every penny Corporal Deanda paid for the tickets.
Ellie