Man says airline promised to reimburse $760 Uber ride but didn’t

CHARLOTTE — Lewis Houston came back from World War II and started a taxi business in Statesville.

The office eventually moved across the street to a building which has a plaque in his honor.

“We wouldn’t be here today if it wasn’t for him and the vision that he had,” said his grandson, Marvin Stanley.

The business is still alive and Stanley is still in it, so he decided to go on vacation.

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Stanley told Action 9 investigator Jason Stoogenke he flew United Airlines to Saint Kitts and was supposed to fly back to Orlando, but that the airline changed plans.

He flew to South Florida instead.

Stanley says the company told him if he wanted to catch an Uber the rest of the way, about a three-hour trip, that United would reimburse him.

He was OK with a long car ride. After all, remember, ground transportation is in his blood, Stoogenke said.

Stanley says the ride cost $760.

He says he got back and gave United the receipt, but that the airline gave him the runaround.

“I was crushed because they told me that they were going to reimburse me,” he said.

Stoogenke emailed United and the company emailed him back about a week later.

It didn’t explain what the issue was but said it apologized to Stanley and a check was on its way, which it was.

“I’m very grateful from the bottom of my heart,” Stanley told Stoogenke. “I am serious. I appreciate you. I’m glad that you were able to come and assist me.”

If your flight plans change and you end up having to take ground transportation:

Do what Stanley did: Keep good records, including emails and receipts.
If the airline won’t budge, you can always file a complaint with the FAA.
If you’re considering travel insurance for this kind of problem, read the fine print. Ensure it covers cases such as this.

Here are your rights in other airline situations:

If your flight is canceled or significantly changed, you’re entitled to a cash refund. It’s automatic, so you shouldn’t have to request it.
Airlines must issue refunds within seven business days if you paid with a credit card and 20 calendar days for other forms of payment. That includes all the fees that went with it, such as baggage.

Significantly changed means:

A three-hour delay for domestic flights or a six-hour delay for international ones
A different arrival or departure airport
Added connecting flights
A class of service downgraded

You’re not entitled to a refund for any expenses you may have incurred because of the flight issues, including rental cars, hotels, extra meals, etc.

For the most part, you’re not entitled to a refund because of bad service.

Obviously, airlines can still reimburse you for those -- or at least give you a credit or voucher -- if they want. However, they don’t have to, Stoogenke said.

Stoogenke said that this may be obvious but remember: If the flight isn’t canceled or significantly changed, you can still get a refund if you have a “refundable” ticket and not if you have a “nonrefundable” one.

And travel insurance doesn’t usually cover cold feet or a change of heart.

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