United Charged Me $25 for a Carry-On on Basic Economy. I Got It Back Plus $100.

I booked a basic economy ticket on United. When I checked in, they told me my seat had been changed and I would be checking my carry-on at the gate. My ticket clearly said carry-on included. The gate agent said basic economy does not include overhead bin space.

United's website was confusing. One page said basic economy includes a carry-on. Another said it depends on the route. I spent two hours on the phone before my flight arguing with customer service. They insisted I had to check my bag.

I paid the $25 checked bag fee at the gate. But I was furious. After my trip, I filed a complaint with United and asked for the $25 back plus compensation for the wasted time. United offered 5,000 miles. I said no.

I filed a DOT complaint. The DOT contacted United. United eventually refunded the $25 and gave me a $100 travel credit. The DOT's involvement made the difference. Without them, I would have been stuck with the 5,000 miles.

United's basic economy policy is intentionally confusing. They count on you giving up. Do not give up. The $25 is not the point. The principle is the point.