United Airlines

Complaint:
I am rejecting this response because: The *** who book flights for united airlines charged $to make the change on my ticket???? The United airline must contact these criminal who are overcharging customers to make changesI am not sure what the $refund send to new York is all aboutI am being harassed by *** people for no reason. They threaten to report me to collection agencies and damage my creditThanks to United airlines for trying to resolve this problemThey should settle with *** as soon as possible and refund them their total $
Sincerely,
Anthonia ***

Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on November 27, 2015. I appreciate the opportunity to respond to your concerns I regret you disappointment in the previous reply
you received from Customer Care regarding your disappointment in the overweight baggage fee you were charged by *** *** upon chefor Scandinavian Airlines flight from London, GB to Copenhagen, DK on November 27, Upon research of this matter, you were charged appropriately. As indicated on the confirmation receipt you provided in your original letter, in compliance with U.SDepartment of Transportation regulations, checked baggage policies for your entire itinerary were determined by *** *** because they were the marketing carrier for the first segment of your trip You may also view our published policy about checked baggage by visiting our Web site united.com or clicking on the link below https://www.united.com/CMS/en-US/travel/Pages/ChangedBagRulesOptionalServices.as...⇄ We must respectfully decline your request for more compensation above the electronic travel certificate you were previously offered. You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe certificate was not intended as compensation to offset the fee for your overweight baggageIt was offered strictly as a goodwill gesture We appreciate your business as a MileagePlus member and hope to see you on a future United Airlines flight Regards, Candance *** Corporate Customer Care Case:

Dear Mr*** :Thank you for contacting United Customer Care through the Revdex.com. We are sorry you were dissatisfied with our response. While we empathize with your request, we regret that not all sales calls are recorded for reviewOnly a small random sample or percentage of calls are monitored for training purposes. However, if reservations are erroneously booked, our passengers are given hours, a grace period, to review their reservations and refund with no penalties for any reason. After the hour period, all rules and restrictions apply.Regardless, we have reviewed your request and support our colleague's original decision and correspondences. While no further consideration or exceptions will be forthcoming, please know your feedback and comments are appreciated. Our grace period and subsequent enforcement of policies are meant to address these issues uniformly and fairly for all our passengers. While we cannot undo your experience, we hope we can move on in our business relationship.Regardless, we’re always glad to hear from our MileagePlus members and thank you for your time and patience regarding this matter.Regards,Joe ***Corporate Customer Care

Dear Mr***:Thank you for contacting United Customer Care again through the Revdex.com. We are sorry you were dissatisfied with our response and our effort to provide information has only served to frustrate you further. We have reviewed your issue and support our colleague's original correspondence. As part of United's commitment to provide superior customer service, we make every effort to return articles left on board our aircraftThe most reliable way to report lost items is to complete the lost items form found on the following webpagehttps://www.chargerback.com/ReportLostItemCBEmbedbu.asp?customerid=2474&l...⇄ provide a detailed description, such number of keys, keychain, etcAfter completing and submitting a report, you will receive a confirmation email with a tracking numberPlease do not send separate email request. We send a confirmation email when a customer files a report and follow up with email updates 2, 5, and days after a lost item is reportedWe realize your keys are really important and extremely valuable to youWe also know that our customer want special attention for their issue. Everyone who reports a lost item wants to find what they’ve lost, and we want to be able to return all of those items however due to the large volume of lost articles reported, we’re unable to personally speak to every customers about their particular case. If we find your item, we will send you an email to let you know that we found your item and to provide instructions on how you can retrieve itIf we think we may have your item but need a few more details, we will send an email or call you. While we empathize with your concerns that we have not done enough to locate and return your keys, United, as you were previously informed, is not repressible for items left onboard. It is solely the responsibility of the passenger to ensure all their items are retrieved and in their possession when deplaning. Although no further review or considerations from Customer Care will be forthcoming, please know your feedback and comments are appreciatedWe thank you again for your time and hope to see you onboard soon.Regards, Joe *** Corporate Customer CareCase ID

December 29, 2015Dear Ms***I am responding to a correspondence received from the Revdex.com.I apologize for the inconvenience you and your family experienced when our published schedule changed for your return flight on December 04, from Providenciales, Turks-Caicos to New
York/Newark, NJ airportWe understand how frustrating it can be when travel plans are interruptedI apologize for the dissatisfaction you have expressedWe implement schedule modifications for a number of reasons, including the need to adjust to market and seasonal demandsAlthough we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniencesI thoroughly understand your point of view and wish to express our regret in failing to meet your expectations.Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditionsBy purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage The Contract of Carriage is available on the united.com home page Your request to reimburse you for your hotel charges is understandable; regrettably, we do not compensate for additional expenses resulting from a schedule changeWe are unable to compensate you for inconvenience, loss of time or absorb the cost of hotel accommodations, special events or ground transportation at your destination. Also, in regards to your request to review your call, if calls are recorded it’s for quality assurance and training purposes only.Ms*** I recognize this may not be the answer you had been hoping for but we sincerely appreciate your businessWe understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you again.Regards,Mrs*** ***Corporate Customer CareUnited Airlines*** ***
*** ***

Dear Mr***:I have retrieved your ticket as well as Ms*** ticket. The original ticket was purchased as $821.10. You paid change fees and reissues fees and change your flights. When you made the flight changes, the difference of the airfare was refunded to you both in
electronic travel certificates as the value of the tickets that were reissued were now $401.60. The certificates that were issued to both of you were the following: 15TCVAX 4PU29C7K88 $419.50 15TCVAX 5KN2M4M8C2 $419.50You and Ms*** redeemed the certificates for confirmation *** flight Tampa to Boston on January 3, 2016. When you purchase a non-refundable ticket and you make changes to the original flights, you would pay the change fees and if there is a difference of airfare, then we would only issue the difference in electronic travel certificates. The certificates were issued September 20, when you changed your flights. The value again of the reissued tickets were $401.60. The refund that you were given is the total value of the ticket.United Airlines does appreciate your business and we look forward to serving you and Ms*** on your next United flight.Regards,Sheila ***Corporate Customer CareCase

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,
Albert ***

Dear Mr* *** We appreciate your feedback given through the Revdex.com and are sorry to hear of the difficulties faced during your family's recent trip A review of our records shows our colleague contacted you and addressed these concerns with a
gesture of goodwill The goodwill offered was meant to be a token of our resolve to do better the next time you travelWe hope you accept it in the spirit in which it was given and that we can move on in our business relationshipRegardless, we’re always glad to hear from our customers and MileagePlus members and thank you for your time and patience regarding this matterRegards, *** *** Corporate Customer Care ***

I was not notified before I came to the airport, As a matter of fact they told me there would be an hour delayLook up your records Thanks Dan
Complaint:
I am rejecting this response because: I was not notified before I came to the airport, As a matter of fact they check in computer said my flight would be an hour lateLook up your records? You don't know what you are talking aboutI figured as much, half assed service from a half assed companyI will avoid your company and tell everyone I know to do the sameThanks Dan
Sincerely,
Daniel ***

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns. Our Reservations representatives do their best to assist our customers as quickly as
possible. Unfortunately, there are times when weather or other operational factors result in higher than call volumes that impact our response time. We understand your time is valuable, and we appreciate your feedbackYour feedback allows our Reservations team to identify service issues and target further improvements We understand that the weather was challenging on December 30, 2015, as well, and we are sorry to learn you arrived late to the airport. Please understand that there are lobby cut-off times for checked baggage in order to ensure that our customers and their checked baggage make it through the Transportation Security Administration's (TSA) security process and onto the plane on time At the same time, carbaggage allowances for our United Express flights do differ due to smaller overhead bin space. We realize you arrived late, and we regret that a special exception could not be made to allow you and your baggage to board United Express Flight 4200. While we appreciate your request for a refund of the out-of-pocket expenses you incurred to transport your baggage, reimbursement is not applicable Ms***, we are grateful for your taking the time to let us know about the manner in which the Customer Service representative handled this situationCustomer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offer Our Amarillo Customer Service will truly benefit from your feedback Ms***, our records reflect that a refund of the $Economy Plus seat purchase was already processed. As you arrived late for United Express Flight and did not secure an Economy Plus seat, your Economy Plus seat receipt information has been shared with our Refund Services Department so that they may process a refund of the $and $Economy Plus seat purchasesYour Refund Request Number is ***. Please allow at least one billing cycle for the credits to appear on the credit card statement. If you need to follow up on the status of these refunds, we encourage you to visit our website at united.com/refunds. Thank you for patronage, Ms*** We look forward to continue serving your travel needs in Sincerely, *** *** Corporate Customer Care United Airlines Case ID ***

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
Feel free to cancel complaint -- I cancelled my booking with United and went with other carriersBest, ***
Sincerely,
***topher ***

July 19, 2016Dear Ms**:The Revdex.com has forwarded your correspondence to my attention.I apologize for any confusion surrounding our award travel policies, please allow me to explainThere are fees associated with booking award travel as you get closer to the travel departure date
These fees are non refundableI am sorry for any misunderstanding and would like to make this rightI have sent the information to our refunds department, requesting a refund of the $feePlease allow up to business days for the processing to be complete.We appreciate your business as a valued member of our MileagePlus program and look forward to seeing you aboard soon.Regards,Judith ***Corporate Customer CareCase

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution isnot satisfactory until The airlines understands that I was not a no-showI showed up at the gate for my flight and my seat was assigned to someone elseTherefore I am asking for a charge back due to the fact I did not get the services that I paid for I wish the airlines would stop calling this a no-show or a cancellation ticket number***
Sincerely,
Patty ***

Dear Mr***
I'm responding to your correspondence addressed to the Revdex.com
I sincerely apologize for the inconvenience that you and your wife experienced as a result of delayed flight on October 23, Operational reliability is one of our foremost priorities
Occasionally, unforeseen circumstances will cause an interruption of our published scheduleWe strive to operate each flight as planned and regret when necessary delays or cancellations create an inconvenience to our customersOur flight was delayed leaving Houston due to Air traffic ControlTo regulate traffic and resume schedules, Air Traffic Control sometimes holds planes back or asks airlines to cancel a percentage of flightsOur ground staff works diligently to ensure each flight departs as close to schedule as possible while keeping your safety a top priorityWhen these situations take place, our ground crews work hard to re-accommodate our customers on the earliest flights possible in order to minimize the inconvenience
I'm truly sorry that this situation took placeIn situations outside of our control, we do not offer hotel accommodationsHowever as a token of goodwill, I have requested a $electronic travel certificate to be issued to both you and your wifePlease allow 3-business days for the certificates to be processedA follow up email will be sent with the pin numbers and terms and conditions
In reviewing your past reservation, our staff has requested a refund for the unused portion of your ticketsOnce the refunds have been processed, our refund department will send you a follemail
Thank you for bringing your concerns to our attentionWe look forward to welcoming you on a future United flight
Regards,
*** ***
Corporate Customer Care
Case ID ***
Revdex.com Case #***

April 4, 2016Dear Mrs***:We are sorry to hear of your complaint filed with the Revdex.com regarding you and your family's round-trip travel between Chicago and Puerto Vallarta. You mentioned you were not pre-assigned seats on your travel agency booking, you encountered Wi-Fi
connectivity issues and headsets were not available on your flights.Additionally, the behavior and attitude you described is not reflective of our commitment to providing our customers the highest level of service. All United employees are expected to provide our customers with friendly, professional service at all times with safety as our primary concern. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of the circumstances. We appreciate you bringing these issues to our attention since our customer's feedback allows us to evaluate the service we provide our valuable customers.Because we recognize your round-trip travel experience was negatively impacted, as a tangible gesture of our regret we will be issuing you and your three family members each a $USD electronic travel certificate for your use on a future United flight worldwide. The electronic travel certificate numbers along with the terms and conditions will be emailed to you under a separate cover. Please allow up to five business days for receipt.Mrs***, as MileagePlus members we truly value you and your family's business. We hope you will not judge us based solely on this experience but will continue to allow us future opportunities to regain your confidence in our ability to serve you. Sincerely, Judy *** United Airlines Corporate Customer CareRef # ***

Dear Mrs***: I am responding to the complaint you forwarded to the Revdex.com. I did confirm that the $bag fee was refunded to the credit card ending in on August 12, 2017.As a goodwill gesture I have issued you a $electronic travel certificate that will be
emailed to you in a few days. Thank you for being a MileagePlus member with us and have a nice day.Regards, Susan ***Corporate Customer CareCase:

May 4, 2016Dear Ms***:We are sorry to hear of your complaint filed with the Revdex.com pertaining to your July, 2015, travelWe regret to learn that your checked baggage was damaged. We have reached out to our Baggage Resolution Service Center on your behalf. Considering
the check that was issued to you was cashed, they were unable to issue you a replacement check. You claimed that it was not your signature however, we were unable to substantiate your claim. Therefore, we suggested for you to work with your bank in order to determine who may have cashed the check. Regrettably, our Baggage Resolution Service Center did not hear back from you after thatSince a verification of signatures must be completed, a Baggage Services Claim Representative will be in touch with you as soon as possible. In the meantime, your patience and understanding are very much appreciated.Ms***, we truly value your business. We hope you will not judge us based solely on this experience but will allow us a future opportunity to welcome you on board.Sincerely,*** ***United Airlines Corporate Customer CareRef # ***

Dear Ms***: I regret I was unable to speak with on my last phone call attempt I have been reviewing your case and would like to see what else we can do for you. We ask that you do send a copy of the receipt that you have for the additional air
ticket that was purchased for possible reimbursement. Once that receipt is received we will be able to make a final decision on what we are able to offer. You may attach the copy of the receipt to this e-mail Thank you in advance for your cooperation and look forward to serving you again Regards, *** *** Executive Services, United Airlines Corporate Customer Care

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
Please advise for how much the voucher will be? I had requested worth way from NY to FLA, roughlyUnderstand costs change
Sincerely,
*** ***

Dear Mr***: We appreciate you contacting us through the Revdex.comPlease accept our apology for the inconvenience caused to you and your wife when your flights from *** and then *** were delayed which resulted in missing your connecting flight from Los Angeles to TokyoI
can only imagine how upsetting it was to miss the first two days of your honeymoon cruise. United recognizes how important it is to you to get to your destination on time, and we never want to disrupt your travel plansOur goal is to achieve the highest level of on-time performance whenever possible with safety always being our number one concernUnfortunately, our industry faces a number of daily challenges that affect our operation like equipment repairs, poor weather or air traffic control issuesRest assured, consistently delivering a safe, reliable and competitive product will remain our number one goal. Our flight and schedules are subject to change since so many factors can affect our operationFor this reason, customers are not compensated for their inconvenience or loss of time resulting from a flight delay, cancellation or missed connectionIn the same manner, United does not absorb the cost of unused prepaid special events at your destination or reimburse you for costs you incur once you reach your ticketed destinationWhile your request to refund your ticket cost is appreciated, as transportation was provided, a refund is not applicable. Please note that our records show that each of you received travel certificates which were intended as a gesture of goodwillAlthough I recognize you do not feel they are meaningful given your circumstances, I hope you will accept them in the spirit in which we have intended. We appreciate that you chose UnitedWe look forward to seeing you on your next flight.Kind Regards, *** ***Corporate Customer Care - United AirlinesCase: ***