United Airlines

Dear Mr**:Your email clearly expresses your disappointment with the refund request on Air China flight, and I would like to extend my sincere apology for any negative impression that may have been created. I apologize upon arriving for your flight on Air China they did not have
any first class seats available, and apologize for the long hold with our reservation department. I have re-deposited 85,miles into your account. You can view it online in your Award Activity with the redeposit date 7/28/Thank you for your loyalty to United. We truly appreciate and value your business and look forward to serving you on future flights. Regards, Rosie *** Corporate Customer Care Case id -

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns with the cancelling of the ticket purchased for MrEric ***. Information detailed on United’s website is as
follows: “United's 24-hour flexible booking policy allows the flexibility to make changes to your reservations within hours of purchasing your ticket, without incurring change feesThis includes canceling your reservation and requesting a 100% refund of the ticket priceTerms and conditions Applies to tickets booked at united.com or with the United Customer Contact CenterThe 24-hour timeframe begins at the time your ticket is purchasedRequests for refunds will be credited back in the original form of payment, with the exception of purchases made with a United Gift Certificate, which will be credited back in the form of electronic travel certificates.” Reservations confirmation number *** does reflect that the ticket was cancelled within the 24-hour time frame. Note that United does not assess a $change fee to cancel a ticket which was purchased within hours. While we regret any misunderstanding, we do hope this information helps to clarify the matter Thank you for patronage, Ms***. We look forward to continue serving your travel needs. Sincerely, Suzanne *** Corporate Customer Care United Airlines Case ID

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize for any inconvenience you and your family experienced as a result of the schedule change which impacted your itinerariesI know that when you book a flight, you
anticipate it being on schedule and make arrangements accordingly so I do understand your frustrationPlease understand that United’s flight schedules are subject to change due to several factors such as equipment changes, weather challenges or any number of operational issues. Because of this, we do not compensate customers for inconveniences resulting from these changes While we appreciate your request for United to cover the increased fees for the accommodations and rental car, we must respectfully decline your request. If you need further assistance with your upcoming trip, please do not hesitate to contact United Reservations at 1-800-UNITED-Thank you for your support as a MileagePlus member, Mr***. We look forward to continue serving your and your family’s travel needsSincerely, Suzanne *** Corporate Customer Care United Airlines Case ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

April 4, Dear Mr***: The Revdex.com has forwarded your response to my attentionI regret you continue to be disappointed in our responseI have thoroughly reviewed your travel plan, along with this caseThere is a standard $*** change fee charged for any change in a travel recordDue to the circumstances you presented, our representative waived the change fee cost of $*** per personSo there was no fee charged to change your travelHowever, as previously stated, a difference in fare would apply for any change in the original booking classAs this was the case, there was a difference in fare applied, resulting in the additional fare differenceMr***, we understand your disappointmentRegrettably, we are unable to honor your request of a refund as the ticketing was handled correctlyDue to the circumstances affecting your travel and causing this change, we would like to extend a gesture of goodwillWe have sent both you and Mrs*** a $*** electronic travel certificateThe certificates will arrive in a separate e-mail within business daysDespite the negative experience, we hope to have your continued supportRegards, Judith *** Corporate Customer Care Case *** Tell us why here

Dear Ms***: We apprecite you contacting us through the Revdex.comI understand your point of view and I'm sorry you're dissatisfied with our ticket policies. We'll continue to review our policies and procedures to ensure we're always offering you the best optionsWe want
to be able to offer what you're looking for while remaining competitiveWith very careful consideration, we sometimes make changes to our policy in response to feedback and industry trendsThese changes assist us to offer a competitive product with superior value. As an exception, we have processed a refund for Confirmation# J82YXX in the amount of $Please allow 7-days for processingIt's important we listen to our passengers, especially you, now more than ever as we’re working hard to be your airline of choiceOn behalf of United, we look forward to welcoming you aboard your next flight.We appreciate the opportunity to assist you and thank you for being a member of MileagePlus.Regards, Marleina ***Corporate Customer Care - United AirlinesCase:

Dear Mr***: I'm sorry you continue to experienced difficulty booking your gift certificate online. When you make a reservation online and you get the error message it will direct you to call our online helpdesk for assistance. The online helpdesk is open hours -days a week for your convenience. They can be reached at 800-864-8331, they will gladly assist you with the error message and/or advise what you need to do to book a reservationPlease note Gift Certificates are redeemable from US point of sale and only valid on flights operated by United and United Express. Enclosed is the links for your review for the Gift Certificates purchasedhttps://www.united.com/CMS/en-US/products/travelproducts/pages/giftcert...⇄ https://www.united.com/web/en-US/apps/products/subscriptions/gift/activate/giftA...⇄ We appreciate your business and hope to see you on a future United Airlines flight soon Kind regards, Rosie *** Corporate Customer Care case id -

I would be happy to accept a $flight credit with United for the damaged itemsPlease let me know how we would need to proceed to resolve this matter. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Mr***: I'm sorry you're disappointed with my response. My intention was to show you I understood your concern and let you know I'm sorry about everything that happened during your flightI didn't mean to create more frustrationWhen there is a flight irregularity, we will book you on the first available flight to your destinationIt is unfortunate that due to the holiday season, we were unable to rebook you as soon as you had hopedAlthough we're unable to reimburse you for the lost days or provide a complimentary ticket, I've taken another look at your situation and am sending you an Electronic Travel Certificate, which will arrive via email within the next few daysI hope you'll be able to use that certificate to give us another chance to provide you the service you deserveThank you, again, for letting me take care of this for you. We're listening more than ever and working hard to be your airline of choiceI appreciate you helping us get there On behalf of United, we look forward to welcoming you aboard your next flight.Regards,Marleina ***Corporate Customer Care, United AirlinesCase: ***

Complaint: ***
I am rejecting this response only because it takes a bit longer to hear back going threw the Revdex.com and I therefore called United again the morning of the flight and spoke to a supervisor by the name of Tish who told me they would work with me but I was forced to pay $and I feel like I should be reimbursed thatI am so surprised at the customer service people at United I was forced to pay to change out a ticket when I was flying to a place and had nowhere to stay do to a HURRICANE!
Sincerely,
Tiffany ***

Dear Mr***:Your correspondence with the Revdex.com has been
forwarded to my attention for review. Please
accept my apologies for the disappointing travel experience you and your family
had with us recently. I was terribly
sorry to learn of the “Extreme Weather”
cancellation of UAon November 28,
2015. As you know, we never intend to
disrupt our passengers' travel plans. Of
course the safety and well-being of our passengers and crew must always be our
first priority so some delays and cancellations are unavoidableWhile
cancellations do sometimes occur, sub-standard customer service should
not. The poor handling that you report certainly
does not meet our United standard for service. The customer service agents at the airport and reservations specialists
on the phone are given extensive training to offer you efficient and relevant
information to your specific needs. The
lack of communication and service you received during this stressful time is
truly unacceptable In any event, we don't
question the great inconvenience this caused you and the feelings of
frustration that resulted. From what you
describe, we didn't live up to your expectations or ours, and I'm sorry. Your email has been shared with management
for internal review so they are aware of how our flight irregularity was
handled.Your request for a refund of your tickets is
appreciated. However, transportation was
provided so we are unable to honor your request. While I can't undo the circumstances you
experienced, I am sending electronic travel certificates in a separate email
which will arrive in 2-days as a gesture of our concern. I hope you are able to use them and give us
an opportunity to provide the service you expect and deserve from United
Airlines. Mr***, your family’s business and satisfaction are
especially important to us. We
understand the value of your decision to fly with us and we'll make every
effort to leave a better impression when we have the privilege of serving you
again.Best regards,*** *** ***Corporate Customer Care Case ID : ***

Complaint: ***
I am rejecting this response because: As I know, the problem was with the main cargo gate of the aircraft which caused the significant delay One of the 1st class passenger left the flight with $so I hope United Airline could honor the fairness for passengers $is appreciated, but it is significantly lower than $ What about $300? Thanks again!
Sincerely,
Boya ***

Dear Ms***:We are sorry to hear your bag and contents were damaged on a recent flight.The Baggage Resolution Center has advised that your claim was processed on July and you will be receiving a check in to business days.If you require further assistance on this case, please call the
Baggage Resolution Center at: (800) 335-and request to be transferred to Claims.We appreciate this opportunity to respond to your concerns and look forward to serving you againRegards, James ***Corporate Customer CareCase:

January 28, 2016Dear Ms***:We are sorry to hear of your complaint filed with the Revdex.com.We regret to learn of any possible miscommunication/misinterpretation pertaining to charges and or miles needed to change your December, 2015, travel arrangements. As our goal is to
create the world’s most Flyer Friendly airline, we are sorry we did not provide this level of service. When you choose United for your travels, we know you expect us to take good care of you and provide friendly, professional service. We know that you should receive courteous and helpful assistance whenever you contact us with a reservation, ticketing or MileagePlus concern. We also understand that how a situation is handled may severely impact our customer's travel experience. In this very competitive industry, we appreciate you for bringing your concerns to our attention since our customer's feedback about our products and services is very important in helping us improve our customer's overall travel experience.While it is never our intent to inconvenience our customers, we normally do not provide compensation based on the circumstances you encountered. However, after reviewing your situation we have authorized an exception to our compensation policy. In turn, as a tangible gesture of our regret we will be depositing 4,goodwill miles in to your MileagePlus account. Please allow up to days for these miles to post.Ms***, as a MileagePlus member we truly value your business. We will do our best to provide you a more positive experience with your future travels. Sincerely, Judy *** United Airlines Corporate Customer CareRef # ***

Dear Mr* **: Thank you for taking my call today. Again, I apologize for the damage to your carry on that prompted you to contact the Revdex.com. As promised, I am sending a $electronic travel certificate to you in a separate email which will arrive in 2-
days. I hope this will offset the cost of having the bag repaired. We look forward to seeing you onboard again soon! Happy holidays, *** *** ***Corporate Customer Care***Case ID: ***

Complaint:
I am rejecting this response because:I feel like my point is being avoided, so let me state it again:- the phone rep I spoke to with United did NOT make it clear that there would be $reschedule fees for each ticket.- I was in a court-ordered scramble to quickly cancel the seven flights and did not have time or opportunity to read all of the fine print about $reschedule fees.This is why I am appealing this decisionI will continue to appeal this, and will take this beyond the Revdex.com and complain with the Florida Attorney general consumer protection division and whoever else I can find to complain to I do not believe it is asking much of United to waive the $of reschedule fees for these flights Seriously, United CEO Jeffery *** makes $million dollars a year I have kids, one small income, and I eat ramen noodles for lunchThere is no reason why you can't be more helpful and accommodating in this situation in a situation that is largely United's fault in not making the terms of flight cancellation more clear to me
Sincerely,
Rob ***

Dear Ms***: Your correspondence with the Revdex.com has been forwarded to my attention for review. I'm sorry you were inconvenienced when your flight UA711, on August 2, was affected by inclement weather In reviewing the flight history, it shows
that it was delayed minsdue to inclement weatherKeeping safety our top priority, we work closely with Air Traffic Control (ATC) to determine the best possible flight path and departure timesWe'll report your comments and work hard to provide a better recovery when these types of uncontrollable situations occur We appreciate your specific request for compensation; however, this wasn't a situation that was under our control, and I regret I'm not able to honor your requestConsequential damages such as loss of time and wages or prepaid arrangements at the destination are wholly excluded from carrier liabilityWe recommend that you inquire with your travel insurance or credit card provider about available coverage for these expenses Nonetheless, to apologize for the inconvenience, and to show our appreciation for your business, I'll be sending you an Electronic Travel Certificate, which will arrive separately within the next five business daysUsing that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you deserveWe'll continue working harder to provide you, our loyal and valued customer with the experience you deserve when unplanned events happen Ms***, we do appreciate your feedback and welcome the opportunity to provide better service the next time you fly with United Kind regards, Leyly *** Corporate Customer Care

Dear Ms***: We received your letter through the Revdex.com, with reference to case ***I am so sorry your mother was required to check her carbag. There could be numerous reasons for this, and I will be happy to investigate for you. Please provide her name,
date of travel, and ticket details, such as flight number, city pairs and any other information you have While I do not know the facts of yet, one possibility comes to mind first, if she had purchased our Basic Economy fare, there are additional restrictions (pasted in below) Thank you for making us aware of the situation and for the opportunity to assist you further I hope we will have a future opportunity to serve you will earn a more favorable review Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI verified with my bank that the transaction that was authorized via phone when the tickets were changed for the $has not been processed or was canceledThey said, however, that it could still be pending and not yet filed since the original transaction was not done immediately eitherI do know my card number was given to them and I had to verbally agree to allow them to charge my card the additional amount to change the returning flight dateThe charge was $per ticket for the change fee plus the ticket difference and taxes and fees, which totaled $At this point, as long as the charge doesn't go through or was already canceled, this is resolvedIn the event the charges have not been filed yet and end up coming out of my account, I will reopen the case as the previous email stated the tickets showed it was an even exchange and no additional charges should have been incurred.
Sincerely,
Erica ***

Initial Business Response /* (1000, 5, 2015/06/15) */
Dear Mr***:
The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your ticket exchange
While we encourage you to
make any needed itinerary or ticket changes, there are additional costs entailed in changing your ticketWhen you exchange your ticket, you will be charged the fare in effect at the time the new ticket is purchased and a change feeYour reservations record reflects that you called United Reservations on May 23, 2015, to change the travel date for your return tripYour ticket ending with the numbers reflects a total of $2,which is the original fare + the new fare (including taxes)When you subtract the value of the original ticket value ($1,(including taxes) from $2,047.09, it is equivalent to $which is the additional money collected for the ticket exchangeAs such, you paid $for the fare in effect at the time your ticket was exchanged and the new ticket was issuedOn the other hand, your ticket ending with the numbers reflects the change fee assessed for this ticket exchange transaction ($150.00)As such a refund of the voluntary changes you made to your ticket in the amount of $is not applicableWe do regret any misunderstanding, and we hope this information helps to clarify the matter
Thank you for your support as a Premier Silver MileagePlus member, Mr***We look forward to welcoming you onboard United again soon
Sincerely,
*** ***
Corporate Customer Care
United Airlines Case ID XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am totally dissatisfied with this decision; I understand they are following policy but in this case it is just wrong, and a this issue should have gone to a manager with common sense who could override this policyNo one can tell me they would be satisfied with paying a $change fee for a $ticket for the same flight on a different dayI could almost stomach the $charge to make the change even though it was the same flightAirlines like Southwest do not even charge a change feeI had no other choice but to pay the fee as I had to return to Guam for work and it would cost me more to purchase another ticketIt is unfair, unethical, and I don't know why anyone would accept such customer serviceI asked many times to talk to a manager at United but I was refused any contact informationAny manager with any business sense would understand that this is a flawed policy and needs to be fixedUnited Airlines is going to lose a valued customerI travel from Guam to the US four or five times a year, which is $10,a year, and up to now I traveled exclusively with UnitedAs they say on each and every flight, "I know you have a choice of airlines and we thank you for choosing Untied." Not anymore
Final Business Response /* (4000, 9, 2015/06/29) */
Dear Mr***:
As you know, airlines tickets are contracts between the traveler and the airline from which it was purchasedThe published terms and conditions of the tickets we sell are designed to balance the needs of our customers with the business needs of our companyFare rules do determine whether or not voluntary changes can be made to a ticket purchaseYour ticket confirmation does reflect that additional charges may apply for changes in addition to a change feeAnd note that United's Contract of Carriage addresses the issue of a change fee, as follows: "When the Passenger cancels the ticketed flight reservations prior to the ticketed departure time, the ticket will be valid for transportation for one year from the date of issuance of the original ticket and will be subject to any and all applicable change fees." Our Contract of Carriage is located on our website at www.united.comWhile we regret your continued dissatisfaction with the $you paid to change your ticket and the $change fee, we do appreciate your taking the time to share your concerns with us
Mr***, we sell several types of tickets with varying levels of restrictionsPlease do not hesitate to contact United Reservations at X-XXX-XXX-XXXX if you need assistance with determining which type of air fare best meets your travel needs
We do understand the value of your decision to fly with us, and we look forward to continue serving your travel needs
Sincerely,
*** ***
Corporate Customer Care
United Airlines Case ID XXXXXXX