This post was originally written on October 31, 2012. This is an update that I’m typing as I’m holding on the telephone while waiting for United Airlines to figure out why a reservation has been confirmed, but not ticketed. They have my money through PayPal, but they just can’t figure out how to issue the ticket. It’s all supposed to be done by computer. I’m still trying to use up my free miles from United after they refused to change my name on my Mileage Plus account from C. William Robertson to Charles William Robertson as required by the TSA. They required a birth certificate to do that. I refused, as you can read below, based on the priciple that a president can be elected without a birth certificate and I’m not going to provide one for a program that is supposed to create customer loyalty. They lost my business and Chase Bank lost my credit card business over this. I went right to the top of United Airlines and was told it’s a company policy and they can’t budge.
By the way, I’m still on hold, wait, Jerry just got back on the line. He will call me back since this is just such a big problem it can’t be solved in 22 minutes.
I hope you will read the original blog(below) that described what I went through with United to get this little problem solved. But, here’s the humorous part. When I logged in to make the reservation they can’t ticket, here’s the message I saw.
The name on your MileagePlus account has been changed to Mr. Charles William Robertson in an effort to resolve some inconsistencies with your saved identification information. Please view your profile to ensure your updated information is correct.
The update we’ve made to your account was necessary in order to comply with the TSA Secure Flight program, which requires the information on your flight reservations to exactly match the government-issued photo ID that will be shown at the airport. In addition, to ensure that you receive mileage credit and other MileagePlus benefits, the name on your MileagePlus account must exactly match your travel documentation.
We tend to blame everything on government. Job losses, a stagnant economy, etc. Business in America needs to take on their own issues and fix their own problems that are within their control.
Here’s an example. You need to read this from the bottom up. It will tell you how much United Airlines cares about heavy user customers. It will show you how the actions of one big business impact another big business. United’s policy will cost Chase Bank a few thousand in profits next year and for several more.
No one ever explained why United has this policy. Since all responses came from an outsourced customer service center most likely in India, it’s not in the script. They are like Obama, if it’s not on the teleprompter, we are clueless. But, this one in not on Obama. It’s on the top executives at United who are probably clueless about the policy. It was put in by some obscure low-level attorney.
A friend had the same problem at American and one phone call fixed it there. They can’t nail the seats down, but they can change a name in their frequent flier program.
As I told Mr. Smisek, CEO of United in the last e-mail, one he will never read, I crashed with 300 others on UA 232 when they failed to fix a maintenance issue on DC-10’s and we lost all hydraulics. I was pissed at United but stayed a customer because of the cockpit crew who got that thing on the ground and saved 200 of the 300 passengers.
You can see from this how a policy at United might cause a crash.
MileagePlus Service Center
Please indicate how your name should appear on your account:
First name: (limited to 16 characters including spaces) Middle initial: (limited to 1 character)* Last Name: (limited to 30 characters including spaces)
Please do not email personal data, such as a scanned copy of a passport, driver’s license or Social Security card since email is not a secure method of transmission.
*If you wish for your account to reflect your full middle name, the middle name may be included in the first name field, as long as both names fit within the 16-character limit.
Original Message Follows: ————————
- Your MileagePlus account must have a title. If your ticket has a title, it will most likely append to the end of your first name. This will not stop you from receiving credit in your frequent flyer account or affect check-in.
- The first and last name on your account must match the first and last name on your ticket in order to receive credit for flight miles.
- You will still earn miles for qualifying flights with or without a middle name or middle initial on your ticket or account.
- The first and last name on your ticket should match the name on your government-issued photo ID.
Original Message Follows: ————————
Sent from my iPad
FR946853Dear Mr. Robertson:Thank you for contacting the MileagePlus Service Center.Your request to modify the name on your MileagePlus account must be accompanied by legal documentation. Please mail a copy of your government-issued identification such as a passport, driver’s license or birth certificate to the address below:
MileagePlus Service CenterP. O. Box 6120Rapid City, SD 57709-6120
Please indicate how your name should appear on your account:
First name: (limited to 16 characters including spaces) Middle initial: (limited to 1 character)* Last Name: (limited to 30 characters including spaces)
Please do not email personal data, such as a scanned copy of a passport, driver’s license or Social Security card since email is not a secure method of transmission.
*If you wish for your account to reflect your full middle name, the middle name may be included in the first name field, as long as both names fit within the 16-character limit.We appreciate you taking the time to contact us.Regards,Sunil SharmaMileagePlusThis message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL.Original Message Follows:————————Submitted: 10/20/2012 3:33:59 PMRemote Host: 67.174.88.69User Agent: IESigned In: YesName: Charles W. RobertsonE-mail Address:MileagePlus Number:Premier Status: 0Category: NoneSubject: OtherReply: YesMessage:I became a member 30 years ago. At that time it was OK to be C. William Robertson. Now with the TSA I must be Charles W Robertson. You issue tickets in my mileage plus name, not my traveler’s name.
