United Airlines

Dear MrEl ***: I am sorry you are not happy with our previous responseI'll pass along your feedback, your candid observations help improve the way we do business and provide you the service you deserve Our records indicate that you have received the 12,miles that you are inquiring about on November 7, I regret no additional miles will be awarded We do appreciate your loyalty as a MileagePlus member and look forward to fulfilling upgrade requests for you in the future on UnitedRegards, Ms*** Corporate Customer Care *** Tell us why here

Dear *** ***: Thank you for reaching out to us in regards to your mother, ***I am so sorry Ms*** is unavailable to respond; however, I am happy to assist. I have contacted our MileagePlus Service Center to ensure *** did receive the most credit possible for her flightsPlease allow several days for the center to review and if everything is fine, nothing will change; however, if corrections are needed, it will post in a day or twoIn regards to your question, when being moved to another carrier we are unable to reimburse for baggage charged by the carrier and there is no waiver the other carriers will accept. What we are happy to do is provide a United travel voucher for future travel as we have offered hereSpeaking of the voucher, you should receive it to the email, ***@l***.com.br, later today or sometime tomorrow. I have increased the amount from $to $250, in light of goodwill and to help offset the feesUnderstandably, no amount of goodwill can compare to the poor customer service experienceHowever, we do hope the sincerity of our apology and the tangible gesture of sending you an electronic travel voucher is recognizedPlease extend our apology for the inconvenience and a thank you for your mother’s loyalty to United as a MileagePlus memberSincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Complaint: ***
I am rejecting this response because: The United Customer Service is asking me information about my flightWe are still in mediation and in the process of working through thisHer response has not immediately resolved my complaintInformation that was requested from United Airlines customer service: Flight # from RNO to DEN on 7/24/is UA Confirmation code: ***Flight information from DEN to ATL is UA Confirmation code is ***Baggage Document # is *** and ticket # is ***.
Sincerely,
Laura ***

Dear Ms***,We are responding to your correspondence submitted to the Revdex.com.We apologize for any confusion surrounding your purchase of upgraded travelI have reviewed your record with our Reservations specialist and confirmed that the purchase you made was handled
correctlyWhen purchasing an upgrade, only certain fare classes are eligibleOur *** *** partners also require certain fare classes to be purchased in order for travel on their flights to be eligible for an upgradeThese fare classes are a Y or BUnfortunately, the fare class you purchased, does not qualifyRegrettably, we are unable to honor your request of a change to your purchased travel.We appreciate your business as a valued member of our MileagePlus program and hope to be able to serve your future travel needs.Regards,Judith ***Corporate Customer CareCase

Dear Ms***:Thank you for contacting United Airlines Customer Care; I am responding to your email forwarded to us from the Revdex.comWe welcome the opportunity to address the concerns you shared with us.We are sorry to learn you were unable to obtain seat assignments or request a
bassinet on your Lufthansa flightsThe Star Alliance's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time serviceWe are truly sorry we did not live up to that expectation.Our Reservations department has advised United is unable to assign seats or determine availabilty of bassinets on non-United/United Express flightsFurther, Lufthansa does not provide seat assignments on codeshare flights, even it the flight is operated by themWe sincerely apologize for any misunderstanding or any miscommunication.It is never our intent to inconvenience our passengers, and I regret your expectations were not metWhile we cannot undo your frustrating experience, an Electronic Travel Certificate will be sent to you in a separate email as a gesture of our concernPlease allow up business days for processing.Your request for a refund of your ticket is appreciatedHowever, we must respectfully deny your request as United does not refund tickets that are used.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support. Thank you being a MileagePlus member and we look forward to serving you again soon.Regards, James *** Corporate Customer CareezCareCase: 10068954Revdex.com case#: Tell us why here

Dear Ms*** I regret your luggage was damaged during your recent flight with us. Incidents of damaged luggage should be reported to the airport Baggage Service Office immediately after the arrival of your flight, as this will allow our staff to see the damage and
decide if the bag needs to be replaced or repaired. Customers may also contact our United Airlines Baggage Resolution Service Center for more information: 1-800-335-BAGS (1-800-335-2247). Luggage may show evidence of wear in the course of handling. For domestic travel, United is not liable for conditions that result from wear and tear such as: Minor cuts, scratches, scuffs, dents and soil Damage to wheels, feet, and extending handles Damage as a result of over-packed bags Loss of external locks, pull straps or security straps Specific guidelines outlining the limits of liability for checked luggage can be found on united.com I regret you're dissatisfied with our goodwill options I sincerely regret that you feel the compensation you received was inadequate and not commensurate for your described experiencePlease understand that we do not intend to quantify your experience; the compensation we offered is not meant to reimburse expenses, rather it is a goodwill gesture intended to reflect that we are truly sorry for the event and the negative impression with which you were left. You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decision. Your circumstances nonetheless warrant special consideration to issue an additional travel certificate to bring this matter to an amiable conclusionYou will receive the certificate via e-mail in 3-days Your feedback will be helpful as we strive to provide you and other customers with positive travel experiences Our goal is to remain your preferred carrier, and we understand the importance of providing consistently safe, reliable and professional service to achieve this objectiveGiven the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide. With kindest regards, Cindy *** Corporate Customer Care ***

Dear Ms***:We appreciate you reaffirming your position regarding your son's flight experienceYour feedback is important to us and your comments will always be carefully consideredWe thoroughly understand your point of view and again wish to express our true regret in failing to meet your valid expectationsWe have re-visited your concerns, and regret that you are disappointed with our prior responseHowever, all things considered, we do support our earlier decision.While your request is appreciated, we must respectfully deny your request for a refundAs previously advised, we do not refund other airlines tickets, as stated in our Contract of Carriage to which all passengers are bound when a United ticket is purchased or accept transportation on United:CONTRACT of CARRIAGE Under Rule #REFUNDS: B: Ticket Refunds - Voluntary 4): "UA assumes no obligation to issue a voluntary refund unless such Ticket was issued by UA on UA Ticket Stock."Our Contract of Carriage is available for recommended reading on united.comWe regret your dissatisfaction with our goodwill offeringPlease understand United carefully reviews our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors and to the satisfaction of all our valued customersWhile the goodwill we offered exceeded our guidelines, we understand that it cannot compensate you and your son's unpleasant travel experienceIt was provided as a tangible expression of our regret over the series of events that transpired and was not intended to compensate for your dissatisfaction, it was offered strictly as a goodwill gestureWhile I understand you are disappointed with our offer, we hope you will accept it in the spirit in which we have intended.Also as previously advised, your son's ticket has been fully refundedAlthough we realize this is not the response you were hoping for, we're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support. We look forward to serving you again soon.Regards,James ***Corporate Customer CareCase:

Dear Mr. T*** I'm responding to complaint submitted by the Revdex.com. I'd really like to help you but I’m missing some details I need to review your request Try to provide as much of the following information as you can. Passenger
name(s):Frequent flyer number (if available):Flight Number:Flight Date:Ticket Numbers (digits beginning with 016):Confirmation number:Approximate Departure Time:Flight from:Flight to: You can find this information on your receiptI'll be happy to respond once I review the information you provide. I appreciate you chose United for your travel and welcome the opportunity to assist you.Regards, LeMarkus J***Corporate Customer CareCase; ***

Dear Ms*** Thank you for contacting United Customer Care again through the Revdex.com. We are sorry you were dissatisfied with our response and goodwill gesture. We have reviewed your request and support our colleague's original correspondence. Your flight was
cancelled due to weather. We refunded your non refundable ticket and provided a travel voucher as goodwill. As explained, we do not provide compensation for missed events or parking as you have requested.While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated. Our gesture was meant to address this issue uniformly and fairly for all our passengers. While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel. We hope you accept it in the spirit in which it was given and that we can move on in our business relationship.We thank you for your patience, business and loyalty. We’re always glad to hear from our valued customers and MileagePlus members and thank you for choosing United.Regards,Mae ***Corporate Customer CareCase ID ***Regards, ell 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 me
Sincerely,
Steven ***

Dear Mr***:Your refund has been requested so please allow 7-business days for the refund to post back to the original form of payment.We appreciate your business. Regards, Lisa ***Corporate Customer CareCase#

Dear Mr. *** ***: Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created. Your frustration is certainly understandableWe take this opportunity to learn from what
happened to fix our broken processes It is my understanding that this loss baggage issue was closed last month, January 9, with a check for $1,sent to you Please let me know if I can be of any additional assistance to you Ana *** Corporate Customer Care United Airlines | *** Grand Plaza Drive | NHCCR | Houston, TX [email protected]

An apology for wasting 3-hours of my time does not satisfy me Complaint: ***
I am rejecting this response because:
Sincerely,
Christopher ***

Dear Mr***:Please accept my apology that you did not possibly understand that you were purchasing a First Class fare to return to Austin early on October 14, The change was made by the member online not a reservation agent and the ticket was used so there is no refund that is
due.Since the member was not aware that he made a change from coach to first class, but he still traveled in first class I can offer him a $travel certificate as a goodwill gesture.Please let me know if that is acceptable.We appreciate your business.Regards,*** ***Corporate Customer CareCase# ***

Dear MrDe ***:Thank you for your information. I will contact Baggage Resolution on your behalf to research your claim. You will be contacted directly by Baggage Resolution within business days.Regards,Sheila ***Corporate Customer CareCase 104***

Complaint: ***
I am rejecting this response because: you explain that the terms were included when I bought ticketI am not disputing thatI am disputing that your rep provided incorrect informationI asked them if I could use the amount of the ticket cancelled in another purchase and they said "yes." They, however, never said it was also $for change feeYou can go ahead and listen to the recording if necesary
Sincerely,
*** ***

Dear Mr***, I am sorry to hear that you didn’t have an enjoyable flight due to onboard equipment, seat issues, special meal that was not received, and the handling of a spill when you traveled from Tel Aviv on May 26th. Please keep in mind that special meals should be requested at
least hours prior to scheduled departure of your flight You also mentioned that you were not advised of the change fee by our Reservations representative. The same-day change option will be available within hours before your originally scheduled flightAs you mentioned that you were not made aware of the change fee, I have requested a refund of the fee. The reference for this request is *** To show our concern for the onboard experience I will be authorizing a mileage deposit into your account. An email confirmation will be sent to you within a few days. We appreciate your patronage and loyalty as a Premier Platinum member and we are looking forward to welcoming you onboard when you travel on your next United flight Kind regards, *** ***Corporate Customer CareCase ***

Dear Mr***:I apologize for the inconvenience your mother-in-law experienced when her luggage did not arrive as expectedThere may be occasions when we are not able to accommodate your luggage on the same flight. We recommend to include items such as medications,
prescription eyewear, required travel documents or personal items like house keys, in your carbag. Our Baggage Resolution Department handles all compensation and reimbursement concerning baggage issues you may contact them at 1-800-335-BAGS (1-800-335-2247)United AirlinesBaggage Resolution CenterLockhaven Dr.Houston, Texas 77073 We appreciate your business and look forward to welcoming you on your next United Airlines flight.Regards,Jacqueline ***Corporate Customer CareCase -- ***Regards,Jacqueline ***Corporate Customer CareCase -- ***

Initial Business Response /* (1000, 5, 2015/09/04) */
September 4,
Dear Mr.***
The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United
Airlines
In order to properly address your concerns, if I may respectfully request for you to please provide me with your travel details; ticket number, flight numbers, travel dates and origin and destination cities so I may fully investigate this matter
Mr.*** your cooperation and understanding are very much appreciatedWe truly appreciate your business as a Premier Gold member of our MileagePlus programI look forward to hearing from you at your earliest convenience with the requested information so I may address your concerns appropriately
***
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is my ticket number:
XXXXXXXXXXXXX
Aug - UA- From SFO to PEK
Aug - UA- From PEK to SFO
Thank you
Final Consumer Response /* (4200, 11, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you have the history of my complaint, your customer agents told me that I would be getting premier qualifying miles for that trip before I purchased the upgrade, and this is the reason why I purchased the upgradeI already provided these details before, and this is the reason why I am complainingI was provided wrong information by your service agents, and I feel you should correct the mistakes of your agents
Final Business Response /* (4000, 9, 2015/09/08) */
September 8,
Dear Mr.***
I am responding to your communication addressed to the Revdex.comThank you for providing the requested information
I have contacted our MileagePlus Department on your behalfOur Service Director has reviewed your MileagePlus account with regard to your trip on ticket XXXXXXXXXXXXX
Our records indicate, for your outbound segment from San Francisco to Beijing on August 13, you purchased the segment in "T" Class, which is an Economy fareYou paid $to upgrade and received the upgrade, so we are unable to honor your request for a refund of this chargeAlso, please understand, the miles earned for this segment are credited according to the class of service originally purchased (Economy) which is 100% of the Premier Qualifying Miles to be earned
For your return on August 22, you had purchased the segment in "P" Class, which is a Business Class fare, and you were credited 150% of the Premier Qualifying Miles to be earnedI have included the link below, from our website, which provides additional information with regard to earning miles
https://www.united.com/CMS/en-US/Marketing/CustComm/Promotions/Pages/united.aspx...⇄ /> That being said, our records indicate your account has been credited correctly and no other mileage would be due for this tripHowever; should you have additional questions with regard to your account, please call our Premier Desk at X-XXX-XXX-XXXXOur MileagePlus specialists will be happy to go over your account balance with you and respond to your concerns
Mr.*** we appreciate your continued loyalty and look forward to welcoming you onboard again soon
Regards,
***
Corporate Customer Care
Case: XXXXXXX / XXXXXXX

Dear Mrs***: I regret you feel we are not allowing you to use your ticket We carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seat As you may be aware, a service charge applies for changing the time or date of
travel for restricted non-refundable ticketsService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsAlso when tickets are purchased via a travel agency there is a $dollar processing fee when changing the ticket Tickets are often reissued for a $service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference in fare if the original fare purchased is no longer available Our published terms and conditions are designed to balance the needs of customers with the business needs of our companyWe sell several types of tickets with varying levels of restrictions I'm sorry about what happened when you tried to change your ticketI realize there are times when situations come up and you have no choice but to rearrange your travel dates To remove some of your worries, I've authorized a change fee waiver, of the $fee; you would normally pay on this type of ticketYou'll just need to call one of our reservation agents within one year of your ticket's original date of issue and they'll be happy to assist you with your changesKeep in mind: if the original fare you paid is no longer available, you may have to pay the difference when you book your new travel plans, plus the $fee since you booked the ticket via *** We appreciate your business and look forward to welcoming you on board a future United Airlines flight With kindest regards, Cindy *** Corporate Customer Care