United airlines customer service
United flight from New York City to Jackson Hole, Wyoming with my wife. Jackson is a popular ski destination, and it is United's policy that on flights to Jackson, ski and snowboard bags are considered regular luggage rather than oversized luggage. At the airport we were in the process of checking our bags. There was a big crowd of people trying to get through. The gate agent had us put our credit card information into the system so the bags could be processed, then took over for us "to speed things up." While doing this, he checked both of our ski bags as oversized luggage, which incurred a $200 surcharge. I objected but it had already been completed and billed. The agent said that I should call customer service and they would refund the charges. When I arrived I immediately called United customer service. They agreed that the agent had made a mistake and offered to reverse the charges, but said we'd need to call back as it took some time to process. I waited a few days and called back. This customer service agent now claimed that they couldn't reverse the charges over the phone, and I needed to proceed by email.
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