United Airlines

Dear Mrs***: I understand your point of view and I'm sorry you're dissatisfied 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 I am sorry for any confusion regarding the $change fee per person you paid to change you ticket, the fee you paid was valid when changing your ticket; however due to possible miss understanding about the fee, I have requested it be refundedPlease allow time for processing It'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 Regards, Cindy *** Corporate Customer Care ***

Dear Mr* ***:The Revdex.com has forwarded your correspondence to my attentionThe behavior you described is not reflective of our commitment to providing our customers the highest level of service. When you fly with United, you expect us to take good care of you and to provide
timely, efficient and professional service. There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our flight attendantI hope you will not rely solely on this incident when forming your opinion of our overall serviceYour business is important to United and I'm confident your next travel experience with us will prove to be much better Regards,Melinda ***Corporate Customer CareCase ***

Complaint: ***
I am rejecting this response because: My bag was stuck in Newark and never even arrived to Bombay or Hyderabad as it was supposed to be when checked in*** airways have clearly responded that when the bag didn't arrive in India (Bombay/Hyderabad) it's not their responsibilityI have forwarded their response to Tawni (copied and pasted their response, sent it to your representative). I also wondered why didn't it move from Newark?
Sincerely,
*** ***

Complaint:
I am rejecting this response because:
Sincerely,
Pleshette ***

Dear Mr***: We apologize again to you and Ms***, for your disappointing experience on February 18, I show several colleagues have responded to your complaint and explained that although we usually do not offer compensation for events beyond our control, one colleague made an
exception and approved a pair of $travel vouchers, emailed to you on February 24, Perhaps they went to a spam folderIf you do not see them, please let us know and we will email copies to your email address on file: ***.***@GMAIL.COM Thank you for this opportunity to respond Regards, Eve *** Corporate Customer Care Case:

Complaint: ***
I am rejecting this response because: United fails to understand my concernMy concern is that, I called for an upgrade to business (I wanted to pay for the upgrade)They told me a price and I said go ahead and upgradeAfter I said that, the representative said they mistakenly gave me the wrong price and gave me an updated price of 4x the initial amountThis is a clear bait and switch.
Sincerely,
Haren ***

Dear Mr***:I have retrieved your case with United Airlines Baggage Resolution. I do see that the Baggage Resolution open the case on January 12, and the case remains open. The case file is EWRUAI have contacted Baggage Resolution and have asked them to contact you
directly.Mr***, United Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards,Sheila ***Corporate Customer CareCase ***

Dear Ms***: I am responding to your complaint filed with the Revdex.com. I regret I was not able to reach you by phone, as our calls come through a central unit and your phone blocks calls without a caller IDPlease accept my apology for the challenges you met in
regards to our Fare Reduction Policy. If you can bear with me to clarify the policy, I believe I can provide a mutual and satisfactory resolutionThe policy states customers contacting us within 30-days of ticketing will be eligible for a lower fare, for fares published on a United ticket for United flights for the same flights ticketedFor non-refundable tickets such as yours, the fare difference is refunded in the form of an electronic travel certificate, less a $processing fee per personFor example, if your original ticket was $156, and the new fare published is $89, the fare difference is $67, with the processing fee deducted; each certificate should have been issued to you for $eachFor this to happen, the ticket must be reissued, by cancelling the current ticket and rebooking the new seats at the new priceEssentially, you are letting go of the seats purchased for the $and re-purchasing the new seats at the new price and this is why three seats needed to be available each time you spoke to an agentI am so sorry the whole matter was not handled correctly and the information you received was not accurate. It may be the first agent had intended to waive the processing fee for you, to allow for a bigger savingsI cannot explain the discrepancy in the amount you were quotedUpon review, I see your tickets are still intact and active for the original agreed purchaseWhile the tickets are non-refundable as agreement at purchase, I would be pleased to send each of you a $electronic travel certificate for the overall disappointment in the service your receivedThe electronic travel certificates are valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and *** AirlinesPlease allow 3-business days for delivery on a separate cover to your email, ***@gmail.comWe hope you will be able to accept our apology and allow us the opportunity to provide you with a future better customer experience in hopes of replacing the negative impressionSincerely, *** *** United Airlines Corporate Customer Care Case ID ***

Dear Ms***: Your latest correspondence through the Revdex.com website has been forwarded to my attention for review. I’m sorry that you continue to be disappointed with United Airlines and our reservations change policy. Please understand that immediately after booking on our website you are sent an email confirmation describing the specifics of your travel. If for any reason you are unhappy with the booking and need to make any changes, you have hours to cancel the reservation without any penalty. After the hour period all terms and conditions of the tickets applyMs*** , I recognize we have many complicated rules and processes. We agree some are difficult to understand, and we often review our policies. So, your comments are important and helpful. While I can't undo the circumstances you are disappointed with, I commit to you that United is dedicated to providing you the service you expect Best regards, Mary Beth *** Corporate Customer Care Revdex.comCase ID:

Dear Miss ***:I am responding to your follcorrespondence addressed to the Revdex.com.The travel certificate and *** card were not intended to offset your out of pocket expenses or compensate for your dissatisfactionThey were offered strictly as goodwill gestures. Your circumstances nonetheless warrant special consideration to issue to elevate the value of the *** card to $to bring this matter to an amiable conclusionYou will receive the $*** card via postal mail in business days.We appreciate your support as a MileagePlus member and are working hard to provide the optimal service you deserve.Kind Regards, Laura *** 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,
Raj ***

Dear Ms***: I am sorry for the delay you and your husband experienced when traveling with us from Buffalo on September We received your letter through the Revdex.com, with reference to case Please accept my apology for the negative impact the delay had on your
continuing travel though another carrierRegretfully, we are unable to offer a refund for used or flown travel or offer reimbursement for consequential damages such as other flights not within the United ticketCustomarily we do not offer goodwill for flight delays less than four hours; however, we do want to acknowledge the impact to you and send you two $electronic travel certificates. Please note while both certificates will be in your name, they are transferable and anyone can use them on United Airlines, United Express and ExpressJet Airlines. Please allow 3-business days for delivery on a separate cover to your emailI'll also send on your feedback, so we can review our processesWe're working hard to improve our recovery in these situations and provide the customer experience you deserveWe look forward to a future opportunity to provide the reliable service you deserve on United Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Initial Business Response /* (1000, 5, 2015/08/18) */
Dear Mr***
Your correspondence with the Revdex.com has been forwarded to my attention
Please accept my apologies for the poor experience you received in BuffaloWe know that leaving on time is important to our customers
So, in order to ensure that our customers and their checked baggage make it through the security process and onto the plane on time, we have established lobby cut-off times for checked baggageIf you cheafter this cut-off time, we will most likely be unable to get your baggage to your flight in timeThis means that we will need to assist you with making alternate flight arrangementsI'm sorry if our agents did not advise you that you may take your baggage as caritemsThey may not have met the carrequirementsPlease know that customer satisfaction is an integral part of our commitment to you and we sincerely apologize we were unable to meet your standards on this occasion
Mr***, I know my apology cannot erase what you've experienced, but I hope it helps to know we take your concerns very seriously
Best regards,
***
Corporate Customer Care
Revdex.com XXXXXXXX
Case ID: XXXXXXX

Complaint:
I am rejecting this response because:I do not believe that the agent on the phone made clear to me the $each fee for rescheduling flightsFor that big of a number of tickets and that large of an amount, the agent should have been very forward with informing me about a $fee total to rescheduleInstead this detail wasn't given to me and I instead had to rely on the United airlines fine printThis was a rushed weekend trip for a court summons, and I did NOT have the luxury of being able to sit and read through the detailed terms and conditions.The mercy of United in this matter would be greatly appreciatedI would willingly be able to provide the court documentation showing the summons and the purpose of the trip if United would consider showing leniency in this situation But with seven children $1,is a very large sum of money to have to lose In plain English, that's mortgage and grocery money that I hate to have to lose
Sincerely,
Rob ***

Complaint: ***
I am rejecting this response because: I used another miles to purchase the current reservation.if you look at my milesgeplus account you can see that I have two mileage redemptions for the same date.The first redemption is the one where *** airlines cancelled and I asked for a refund.The second miles redemption is to replace the first one.I am asking my original miles back.let me know if there is anything that is not clear.thanks
Sincerely,
*** ***

Dear Ms***I am responding to your communication submitted to the Revdex.com: I'm sorry for the flight delays you've experienced while traveling between Newark and BuffaloUnited understands the importance of operating as scheduled, and we never want to disrupt our customers'
travel plansWith safety as our primary concern, please know that we do strive to operate as planned and regret when a flight irregularity causes an inconvenience to our customers To clarify our policy and procedures during irregular operationsWhen a flight has been cancelled or experiences a lengthy delay, we will rebook our customers onto the next available flight, sometimes the wait can be longer than expectedIf the protection offered is unacceptable, our customers can go standby on an alternate flight to see if space becomes available due to last minute passenger cancellations or they can request travel to an alternate airport at no additional chargeIf these options are unacceptable, customers can cancel their reservation and request a refund.In order to check to see if your ticket is eligible for a refund, we will need the following information:Ticket NumberConfirmation NumberFlight NumberTravel DateAs always, thank you for choosing United Airlines Regards, Julie ***Corporate Customer Care Case ID:

Initial Business Response /* (1000, 5, 2015/10/06) */
October 6,
Dear Mr.***
I am responding to a correspondence received from the Revdex.com
We appreciate when customers take the time to share comments and suggestionsFeedback like yours presents opportunities to
improve or enhance our products and services
We regret the circumstances described in your letterPlease accept my apology on behalf of United Airlines for the inconvenience you and your wife, Ms*** experienced on October 03, when her original reservation, record locator BFHL1V was cancelled without your knowledgeI understand your concern regarding the itinerary cancellation and the $charge for the new reservation
Further investigation indicates that on Monday, October 05, a refund request of $for ticket number XXXXXXXXXXXXXX was submitted to our Refund Services Department for processingCredit card refunds will be processed within seven business days of the requestAll other refunds will be processed within business days of the request
Rest assured that we want to do everything we can to ensure that your travel needs are metWe understand air travel isn't always easy, which is why we continually focus on improving our products and services
As a gesture of concern, I will send each of you a $travel certificate that will arrive to your email address within business hoursIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust
Mr***, as you and Mrs*** are MileagePlus members, despite the negative experience, we hope to have your continued business and supportWe realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again
Regards,
Mrs*** ***
Corporate Customer Care
United Airlines
Revdex.com #: XXXXXXXX
UAL #: XXXXXXX

Dear Ms***:I am responding to your additional communication submitted to Revdex.comThank you for the correction, yes, your ticket was for domestic travel vs international - my apology for the oversight IT may be helpful to know that ticket exchanges are one of the most complex functions united.com can performIf a system error does occur during the exchange process, the transaction will not be completed and customers will be referred our to our reservations department for assistanceAs previously communicated, our agents and united.com will advise all fees prior to confirming any changes to a ticket; this includes add-collects for any fare differenceAt this time United.com has not received any other reports of fees or add-collects not being disclosed prior to an exchange. Additionally, when an exchange has been processed, and an email address is provided, a confirmation of the new itinerary and receipt are sent to our customersBecause the appropriate reissue fee and fare difference was collected, and travel has already commenced, we are unable to fulfill your requestAny discrepancy about the ticket or the charges needed to be brought to the attention of our Reservations department prior to departure so that the reservation could be reviewed and appropriate adjustments/corrections madeAgain, I realize this is not the response you were hoping for and I'm sorry for your disappointmentContrary to the impression you may have, we appreciate your business an hope you will consider choosing United Airlines whenever your personal or business plans include air travelRegards,Julie ***Corporate Customer CareCase 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
I have been compensated with miles
Sincerely,
*** ***

Dear Ms***: Thank you for another opportunity to address your concerns Your continued interest regarding the three electronic travel certificates issued to your traveling party is understandable and your request for a reevaluation of the response offered is respected. However, as it is against our privacy policy, we are unable to provide you with names of the passengers, who traveled on your flight, nor contact them concerning your complaint. Again, I hope you can understand that in order for you to request compensation on another passenger’s behalf you must provide the names and contact information for the customers for our department’s auditing purposes I assure you we take all reasonable measures to protect our customers’ information, using it to provide personalized services to them and improve their overall experience We're committed to the privacy of our customers and remain compliant with data protection lawsThe privacy rules and notices of United Airlines include our legal compliance requirementsPlease visit united.com or click on the link below, where you'll find additional details about our privacy policy https://www.united.com/web/en-US/content/privacy.aspx We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs on United Regards, Candance *** Corporate Customer Care Cases: ***, *** & ***