Now to a contact 17 News investigation. A northwest Bakersfield couple purchased airline tickets for a European trip. But, last minute surgery forced the couple to cancel their flight. They expected a refund and that hasn't happened.
Connie and Luis Aguero have faxed, phoned and e-mailed United Airlines for the past seven months. But, they still can't get anyone to address their concerns.
"You feel like yelling at anybody," said Luis Aguero.
Patience is running thin at the Aguero house. Last summer, the couple booked a trip on orbitz.com to go on a European cruise. But ,a last minute medical problem with Connie Aguero's neck resulted in surgery.
"Disappointing because we really really wanted to go." Aguero had the surgery, but recovery would take 12 weeks or more. So the couple canceled their trip, expecting a refund. The United Airlines site says a ticket may be eligible for a refund if a serious injury or illness prevents a customer from traveling.
Connie Aguero says, "We faxed, leave message, but we never get a response."
Luis Aguero says, "If they don't refund it for whatever reason at least talk to me, but they don't even do that."
The couple paid $200 for travel insurance through Access America. The company would not reimburse them stating Aguero's condition with her neck was pre-existing.
Aguero says he mailed a letter to the United Airlines refund department requesting a reimbursement. In the letter, he states 'he sent the medical proof from her doctor, but have not heard from you.' United sent a refund request confirmation saying, 'processing the request may take seven to ten business days at which point a follow-up e-mail will be sent. That was three months ago, and Luis Aguero says he's heard nothing since. The only way he can get a person on the phone is by calling the Reservations Department.
"They say 'we understand you should have heard by now.', They apologize, but they cannot give me a number for the refund department, "says Aguero.
So at this point, they just want their money back.
"They are a large company. To them $2,400 is not much, but to us it means a lot especially because of my wife's surgery."
17 News contacted United Airlines and we are still waiting to hear back from the airline.
A local attorney says the Agueros should contact the Department of Transportation and file a consumer protection complaint against the airline. The attorney also says the couple should file a complaint with orbitz.com's consumer complaint department. Finally, they should take their case to small claims court.
