United TravelBank Double Billing

There is a quick PSA I wanted to get out there about United TravelBank double billing some people. We saw this as a report in the ToP Facebook Group, and we also found some posts about it on Reddit. It seems to be more than just a one off issue, although we do have counter data points as well. This is an annoying glitch, especially with the current double IHG Premier United TravelBank balance right now. Plus, everyone's balances are high after cashing out their Amex airline incidental credits for 2025. Let's take a look at the issue, and a potential work around for you.

Update: United Has Sent Out A Response To Customers

Some good news reported by people that were caught up in this issue. They received the following email from United:

Due to a technical error, you may have noticed that the full cost of your ticket on United Airlines was charged to your credit card, in addition to a deduction from your TravelBank account for this booking you made using these funds.

We apologize for this inconvenience and are processing a refund of any excess charges to your credit card. You should see the refund to your card within seven business days.

Your booking remains valid for travel and can be reviewed on United.com or the United app using the confirmation number provided in your booking confirmation email. Thank you for choosing United Airlines and we look forward to welcoming you on board.

United TravelBank Billing Error

What is happening is that people are selecting to use their United TravelBank balance towards a portion of their flight booking, but being double billed on their credit cards. For example, let's say you have a $250 flight you need to book, but only have $200 in United TravelBank funds. You would select to use the TravelBank funds towards the total purchase, and pay the remaining $50 with your credit card. Pretty standard stuff, right?

The receipt will show that you were billed properly, and the pending charge on your credit card may even show the correct $50 amount at first. The problem is that when the charge settles it could potentially be for the full $250 amount. You may wonder if there was an error using your TravelBank account, so you go back to check your balance, but that is showing a $0 balance. You have just been double billed for whatever your United TravelBank balance was. Once from your TravelBank funds, and again on your credit card.

When people have reached out to United they are unable to see the same issue. They claim that the charge went through as expected, $200 from the United TravelBank and $50 on the card. They will even offer to send you the receipt proving that. Airlines not being able to notice, or correct, a blatant IT issue is nothing new here, but it is still frustrating. Their fix? File a charge back with the credit card company for the TravelBank amount you were double billed. Thanks for putting the extra work on our plate for your issue United!

The Best Workaround

If you want to avoid this issue, at least for the time being, then I would suggest being proactive. Take the chance of error out of United's incompetent hands. If you have some TravelBank funds, and are looking to book a flight for more than the total, add funds to ensure you have enough to cover the entire flight. This way nothing should be billed to your credit card for the flight, and that eliminates the chance of the double billing. The downside is that you now may lose travel protections your credit card could offer thanks to a portion of the booking being billed to it. I guess you need to decide if giving up insurance coverage is worth the potential time savings fighting for a refund.

United TravelBank Double Billing: ToP Thoughts

Hopefully United fixes their TravelBank double billing issue in a timely manner. I wouldn't hold my breath there, but I wanted you to be aware of this potential pitfall. It may change how you feel about your Amex airline incidental selection, and there is still time to pivot for 2025. If you are an avoid hassles at all costs person, like me, then prefilling your TravelBank to cover the entire cost could be the work around. This is especially true if you already have a separate travel insurance policy, and don't need the credit card coverage.

Let me know if you have had a similar issue with your United TravelBank booking over in the ToP Facebook Group.