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United Airlines review: Agent cancelled my air reservation without authorization resulting in new airfare increase

Mindy Mongeon of US

Nov 05, 2025 7:13 pm EST

Verified customer

Featured review

November 5, 2025 6:40AM
I called United Airlines 800 864-4655 this morning to find out if the government shut down was going to affect my flight to Australia and was somehow routed to 833 627-7236 which belongs to a flight reservation company. When they answered I asked about my concerns with the government shut down. The woman (didn't write down her name) asked for the confirmation number which I gave her. She looked up my reservation and said my flight was cancelled because my seats had already been booked by someone else and they needed to re-book my flight because of the seat changes. I was in my MileagePlus account at the time and I told them I didn't see any problem with my flight. The woman kept stating they needed to cancel my flight and re-issue the ticket with the new seat numbers and I should have received an email regarding this issue (I did not receive an email). I looked at my email, address and phone number and they were all old and not valid any longer (I moved 5 years ago). Which was strange as I had already had my passport and flight verified for my flight to/from Australia. I asked for a supervisor (Vitag wouldn't give me his complete name) and he said he could help me get it updated. He changed my email address and sent me a confirmation of the flight I had already booked (LR13C2). He obviously had access to my United Airlines account. I completed the remainder of the changes on my end (phone number, mailing address). He told me the flight had to be re-booked because it had already been cancelled and the refund was going to my credit card ending in 716 (I think). I told him that card had been cancelled so he asked for my new one which I gave him. After a moment he came back on the line and said he needed another credit card because they were having problems with Capitol One. He asked for another credit card and I told him I do not have another credit card. He hung up on me. Then I get an email from Untied Airlines stating that my flight had been cancelled and a refund was on the way. I opened my Capitol One account and found where a company called Earnflight had tried to charge my account the same amount as the original flight $8,716.81 but Capitol One declined it (see attached charge).

I spent several hours on the phone with United Airline agents trying to get my original flights back that I did NOT approve and no one would help me so here I am contacting you. I had to rebook my original flight, original seats at an increased cost of $1,924.12 ($10,640.93-$8,716.81), confirmation number NZ1KSJ. Not a single person in your company would help me, unless it was to book a new reservation so they could get the booking fee!

So here is what happened:
Your phone number was somehow transferred to an actual agent who had access to United Airlines (this is true because he cancelled my reservation).
This agent's agenda was to re-book the reservation and get the booking fee (or just to charge my account and get the $ that way).
Either way, this was an agent that is representing United Airlines and able to cancel and make reservations on your system. He had access to my flight and was able to cancel it without my permission. No, I did not give him any log in information other than the confirmation number.

Since this is an agent YOU hired, I would like to respectfully request a refund for the difference in the flight - $1,924.12. If I didn't get my original flight, it would have cost me several thousands of dollars in cancellations and lots of time spent in fixing this problem that was caused by YOUR agent.

Can you please help me with this problem? I look for ward to hearing back from you. I will forward in a separate email all of the emails sent to me from United Airlines.
My cell number is [protected].

Claimed loss: $1,924.12 the difference between my original cancelled flight and the new fee after rebooking the exact same flight and seats.

Desired outcome: Refund me $1,924.12 to my credit card

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