From United “customer support”

I see that my colleague, Marion Wood, has already responded to your concern. However, I wanted to let you know that your correspondence addressed to The U.S. Department of Transportation regarding your experience with us on April 26, 2017 was also received.


Please know it’s not my intent to upset you further by repeating the same information and I apologize in advance for any redundancy. Clearly, this is not the travel experience United wishes any customer to have. Although the flight delay with United Express/ Skywest Airlines was beyond our control and the information given previously is correct, we do empathize with you that your vacation to Egypt was not taken. Again, we are truly sorry.


In addition to the goodwill gesture offered to you I am making the exception to refund the unused portion of the tickets purchased for you and Ms. Dawn Pfiel. I have asked our Refunds Department to process the appropriate refund for the unused San Francisco to Reno portion of both United tickets. This process will take approximately 7-10 business days to refund to the original form of payment. I want to reassure you that your comments have been duly noted and shared accordingly to help prevent this from happening again.


Mr. Berry, we do value your business and it would be our privilege to serve you in the future.




Michelle Johnson

DOT Specialist

Corporate Customer Care

UA Case ID 12125375


Dear Michelle, I just wanted to say thank you for even responding to the email that was sent to DOT. Also the refund for the flight back is nice, one of the things that concern me is the level of empathy ( or lack of ) while we were at the counter in SFO.  I understand United has taken a look at the way it is treating passengers but as of that date the memo had not gotten to your personal at the counter.  With the disappointment and sorrow we were feeling the representatives of United made us feel like we’re going to be arrested any moment.


Like I said I had the option to film my crying almost hysterical wife as we had just lost a vacation we had been planning for a long time. And your personal were not in a “helping mood” we can say for sure. But I didn’t think more film would be good for either my wife or United.


Not sure if the whole story was given to you about the counter in Reno, not giving us any information about why and how long the flight was going to be delayed. Or if you are just looking at time and departure spread sheets. Also, the 10min delay moving the ramp away from the aircraft was the 10 mins we needed to make our connection.


I would ask if United has considered working with the other airlines to update the passenger bill of rights as we understand that air control and weather conditions are outside their control it is also outside the passenger control. Some airline should have been able to get us to our destination even if it meant working together in these situations.


Thank you for your time


Eric Berry


P.S. It should be noted that most companies provide FULL refunds if you don’t like the service…except the airline industry it seems.

Email to Emirates


I’m writing because last week me and my husband were supposed to be on flight EK226

Due to a delay in our flight from Reno to SFO on United 5332 (Rec Locator JV3531) we reached the Emirates counter at 3:52 pm.

The person at the counter said she could not check our bags onto the flight or issue us boarding passes (we were already checked in with seat assignments online and only needed our travel docs checked and boarding passes issued to get through security and to the flight) that we needed to call the reservation center to be booked on today’s flight. We called and were told to use our tickets we would need to pay a $600 no-show fee and an additional charge of $423 for each ticket to travel. 

We weren’t a no show and we asked to speak to a supervisor in order to get some of the fees waived, and we were told no. We asked if there was someone at the airport to talk to and we were directed to the now empty Emirate counter at the airport. We called back and told them there was no one for us to speak to at the airport and again requested a supervisor, we were again told no and that no one could get me to my destination unless I had an extra 2046.00 dollars I could pay. I did not. 

I understand the United delay was not Emirates fault. 

I’m currently out the money for the United flight for the return trip to Reno ($231.00), the money I had prepaid for hotels and tours in Dubai and Cairo ($1298.00) and the cost of the rental car I had to pick up to get from SFO back to my home in RNO ($173.00).

so I’m hoping that somewhere within your heart you can possibly consider refunding our nonrefundable tickets so someday once again after I have saved I can attempt to finally visit Egypt and see all the amazing things.


Please let me know and thank you. 


Eric Berry

Dawn Marie Pfiel