Elliott Confidential

Elliott Confidential

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Elliott Confidential
Consumer Alert: Airlines don't know their own fare rules. You should.
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Consumer Alert: Airlines don't know their own fare rules. You should.

A recent United Airlines problem is a reminder to read your confirmation

Christopher Elliott's avatar
Christopher Elliott
Nov 13, 2023
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Elliott Confidential
Elliott Confidential
Consumer Alert: Airlines don't know their own fare rules. You should.
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David Shih thought he knew the terms of his United Airlines ticket from New York to Tokyo. But he didn't.

When he booked his tickets by phone, a United representative assured him he could cancel and get a credit.

"I even called back to double-check with a second phone agent shortly after purchasing the ticket, and they told me the same thing," he says.

But when Shih had to cancel, he learned he had booked a "basic," use-it-or-lose-it economy fare. The United phone reps apparently didn't read the fine print on their tickets.

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