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United Airlines review: Vacation package

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9:12 pm EDT
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We booked an all inclusive vacation to the RIU in Guanacaste Costa Rica from 8/6/23 til 8/13/23(EWR-LIBERIA CR @ 735am). Including private Round-trip transfers from Liberia to the resort.

We arrived @ Newark airport (EWR) and headed to the quick bag drop off. We already paid for our luggage and had our documents pre verified. The "quick bag drop off" line was over an hours wait. There were only 2 attendants and the self serve kiosks were down. When we finally got to an attendant we had to wait an additional 20 minutes for a supervisor because our bar code wasn't working. Finally when we got assistance and we were told we needed to go to special luggage handling line and assured we would make our flight. The new line we had to wait on was over 2 hours and we missed our flight. Eventually when we got to the counter we were told that they apologize and that they are currently overwhelmed and understaffed. Looking at my 3 kids crying I accepted their offer to fly into San Jose Airport at 520pm. Now that is a 4 hour drive to the resort opposed to 45 minutes.

There was no charge for the new flight and we were also issued $250 in future flight credits for our inconvenience. We were also advised that once in San Jose we would be responsible for our own transportation to the resort. We also were told that this would not interfere with our prepaid return flight from liberia to Newark.

I was immediately on the phone around 730am with Vacations to go to notify them of the situation. They notified the resort that we would be late. But it took until 5pm to be notified that we had to get our own transfer.

Luckily we did and the resort was amazing eventhough we missed 1 full day. On 8/12/23 I went to confirm and pre verify our passes. United website said unable to process this request and proceed to the airport. After calling Vacations to go I ultimately found out that our paid return flight was canceled due to a now show at our departing flight from EWR. So I had to repurchase 5 more tickets to return home. I have yet had any response about reimbursement. So I basically paid for 10 return flights for my family of 5.

I have all the receipts and anything else you may need.

Thank you

Barry Bavosa

Desired outcome: Reimbursement

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