United Airlines

February 17, 2016 Dear Ms***: We are sorry to hear of your complaint filed with the Revdex.com regarding your experience when scheduled to travel from Santo Domingo to Washington Dulles via Newark on United and United Express We regret you were inconvenienced when
your flights did not operate as scheduled. Our records reflect that your Santo Domingo to Newark flight was delayed due to mechanical related issues and the cancellation of your Newark to Washington Dulles flight was due to weather related issues. With safety at the core of our business, we do our best to minimize delays and cancellations as we recognize how important it is to you to arrive at your destination on time. During flight irregularities, we understand that our customers may decide to make alternate arrangements. We are unable to reimburse you for your alternate transportation however, we will offer a refund of the value of your unused flight coupon. A refund has already been processed for your unused Newark to Washington Dulles flight coupon back to your original form of payment. We appreciate your feedback as it allows us to evaluate the service we provide our valuable customers. We have noticed that one of our Customer Care colleagues previously addressed your same concerns and provided you with a $electronic travel certificate as a gesture of our concern. Ms***, we truly value your business. We hope you will be able to use your certificate and allow us a future opportunity to provide you with the service you expect when you travel with us. Sincerely, Judy *** United Airlines Corporate Customer CareRef # ***

Complaint: ***
I am rejecting this response because:Dear Ms. ***,Thank you very much for your answerI just want to know whether United Airlines will compensate the difference between the increased amount of money I have paid for my new ticket, my canceled prepaid hotel, and increased price of the new hotel.
Sincerely,
Mohammad ***

Dear Mr***. I was sorry to hear that your bag was not delivered and that you were unable to pick up the bag from Charlotte. I contacted our Baggage Service Office (BSO) in Charlotte regarding the status of your bag, and learned that delivery by our contract service was requested as a
courtesy. I understand there were three attempts to deliver the bag and the delivery service was unable to do so. While you mentioned that you provided a local telephone number and code for the gate, unfortunately, the delivery service did not have this informationMy sincere apologies for this. You also mentioned that when you went to the Charlotte airport, no one was at the BSO. Please keep in mind for smaller stations, our BSO representatives may have to leave the office for a short time for other duties they have to perform as well as for break or lunch. Even so, I was advised that the Charlotte ticket counter has the key and can assist with held baggage if no one is at the BSO. Due to limited storage space, if the bag has not been picked up from Charlotte, the bag will be shipped to our warehouse in Houston after July 14th. If this is the case, one of the warehouse representatives will contact you and make arrangements with you so that the bag can be sent to you. We consider it a privilege to serve you and are looking forward to welcoming you onboard for your next United flight. Kind regards, Dana ***Corporate Customer CareCase ***

Dear Mr***: We received your letter through the Revdex.comI'm very sorry for your unpleasant encounter with one of our staff recentlyThe behavior that you have described is not typical of the service we strive to provide. At United Airlines, we believe all customers
are to be treated with dignity and respectThis philosophy is deeply woven into everything we doWe expect our staff to provide a friendly, efficient service. I regret that is not what you experienced. There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services receivedAlthough we cannot explain the inappropriate behavior, we can work to correct itYour concerns are very serious to usUpon review of the information presented in your letter and in the record, the baggage fees are valid; however, I have authorized a refund of the $in bag fees you have disputedIn order to understand more what happened, please provide the reason you felt the bag fees were not valid, and I will do my best to confirm in order to prevent errors in the future We thank you for your business, loyalty and look forward to seeing you on a future United flight Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID

Initial Business Response /* (1000, 5, 2015/08/11) */
Dear Mr***
Your correspondence addressed to the Revdex.com has been forwarded to my attention for review
Please accept my apologies for the disappointment you have expressed regarding the checked third bagTo
facilitate our research, kindly supply the information below
Passenger *** (s):
Frequent flyer number (if available):
Flight Number:
Flight Date:
Ticket Numbers:
Approximate Departure Time:
I look forward to your reply so that I may address your concerns
Best regards,
***
Corporate Customer Care
Case ID XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because from this perspective it is made to look like I am going to get true service from UnitedThis is not trueI supplied the information that was required of me, and I was still blown off by the companyI do not accept nor understand how it is okay to simply steal a person's hard earned moneyThe responsibility has been placed on me by United when, the responsibility should be on them due to the fact that I followed the direction of their representativeWas the employee even questioned? It is crazy that I still have not received a refund for a service that was not provided for me
Final Business Response /* (4000, 9, 2015/08/18) */
Dear Mr***
Your latest correspondence with the Revdex.com has been forwarded to my attention
Please understand that I am unable to simply issue a refund of $without any information on the flight, the date, the ticket number or the receipts for the baggageI appreciate your understandingI will be happy to look into your concerns if you would like to supply the information requested
Mr***, your business is important to United and we look forward to providing you with the service you expect and deserve
Best regards,
***
Corporate Customer Care
Case ID: XXXXXXX-XXXXXXX

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,
*** *** thank you so very much, without your help I got nowhere with this complaint for months, once your office contacted United air they responded reasonably quickly, however they backdated the certificates to may 18th, 2016, but I am happy to have this resolvedAgain, my thanks Regards *** ***

Complaint: ***
I am rejecting this response because:Date Sent: 3/11/3:00:PMComplaint: ***I am rejecting this response because:I did this already and didnt got any refund or respond at all from united Sincerely,Yesucher ***
Sincerely,
Yesucher ***

Dear Mr***:
I am sorry for the confusionHowever in reviewing your Mileage Plus account I note an incorrect email address with this accountAs such, you would not have received the certificates
I will forward a copy of these certificates to you via a separate email that should arrive within hours
You may wish to contact Mileage Plus and correct your email address
Regards;
R*** *** Corporate Customer Care
Case ***

December 11, 2015Dear Ms***I am
responding to a correspondence received from the Revdex.comOn behalf of United, I am sorry to learn of your continued
disappointment.We ask for your understanding that our responsibility in
Customer Care is to apologize for any disservice that took place, report to the
appropriate management for future improvements in those areas and provide
relevant information about our policies and procedures.Our investigation included a detail history of your
reservation and it indicated that our Customer Service Representative at Denver,
CO airport followed the DOT compliance for denied boardingAs stated in my
previous correspondence prior to flight departure our gate agent determined
they had enough volunteers and you boarded the original flight that you were
confirmed on at the end of the boarding processUnfortunately, we are unable
to honor your requestYour disappointment is nonetheless understood and I am sorry
we are unable to assist you with a resolution you felt was acceptable.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
CarriageThe Contract of Carriage is
available on the united.com home page >Rule 25, Denied Boarding CompensationI hope you will see we have
responded to your email with genuine concernPlease accept my apology for the
disappointment you experienced and allow us a future opportunity to serve youMs***, we appreciate your
business and look forward to welcoming you on board a future United Airlines
flightRegards,Mrs*** ***United AirlinesCorporate Customer CareUAL: ***
*** ***

Dear Ms***: I'm sorry you had to find a different way to your destination due to United's irregular flights I can only imagine the frustration and apologize for the unexpected changesWhile we aren't able to reimburse the alternate transportation, I'll send a refund request for
the unused ticket portionI’ll also pass along your feedback so we can continue looking at how to improve our operation and minimize any impact to plans during delaysWhile I hope this doesn't occur again, if you need assistance during a delay, please see our airport staff Thank you for choosing United for your travelWe look forward to a future opportunity to give you a more positive experience. Regards, *** ***Corporate Customer CareCase# ***

Complaint:
I am rejecting this response because there has been no action and it is still being forwarded to the appropriate United representatives
Sincerely,
Holly ***

Dear Mr***:We appreciate you contacting us through the Revdex.comWe are sorry to hear of the flight disruptions you and your wife experienced with your flights to and from MinneapolisWe didn't deliver the comfortable travel experience we're committed to providingPlease accept
my sincerest apologies for not meeting your expectations or our goalsIf a flight irregularity prevents you from reaching your destination, our agents will help to arrange alternate transportation for youSometimes this involves a longer wait than expected, and we can appreciate when customers decide to make their own arrangementsHowever, we usually do not reimburse for the additional expense in addition to refunding you ticket To off-set the expense you incurred, I have processed a refund for the unused portion of each of your ticketsIn addition to that, I will send each of you a $Electronic Travel Certificate that 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 deserve. I appreciate you chose United for your travelOn behalf of United, we hope to have the privilege of welcoming you back in the future.Regards, Marleina ***Corporate Customer CareCase: ***

Complaint: ***
I am rejecting this response because:Regardless of who it was booked through, I was never advised of restrictions and at this point you are still the airlines I am flying which you have the ability to make accommodationsAgain, I indicated I was willing to pay and there are seats available so what is United willing to do?
Sincerely,
Jacquelyn ***

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

Complaint:
I am rejecting this response because:March 4, Your company changed the initial departure time without properly informing usAt Indianapolis International Airport, the representative from your airline told us “the plane is boarding as we speak.” This suggests that your representative could have gotten us on that flight despite your departure change to an earlier timeAlso, she did not inform us concerning our options regarding the return flight from LAX.Your customer service representative continue to call us “no shows” for the initial flightI believe that your company bumped us from a flight to overbook the flight and increase your revenuesWe were victimized by your “in line reservation cancellation policy” because you didn’t properly inform us of the initial departure change, nor did you inform us of your company policy.Concerning the trip home, United Airlines was only able to get us to Chicago, ILThis required us to obtain another one way car rental to complete our trip.Your offer was extra money that we paid to reinstate our return flight home and even that wasn’t accomplished by your company
Sincerely,
George ***

Initial Business Response /* (1000, 10, 2015/10/20) */
October 20,
Dear Mrs***:
The Revdex.com has notified United Airlines that you have filed another complaint against us as a result of your baggage claim from May 17, Your correspondence was forwarded to our
corporate office and I was asked to respond on behalf of United Airlines
I have contacted our Baggage Resolution Department on your behalf to report your concernsIt is my understanding that a new replacement bag has been sent, as well as the $Electronic Travel Certificate that was sent previously on August 13, 2015, and this case has now been closed
We thank you for your business and hope to serve you for your upcoming travels
Nancy ***
Corporate Customer Care
Case:

Complaint:
I am rejecting this response because: I never got charged a the $beacause I changed my card numberI would just like my money back from the whole ticketI tried changing my dates and Utited wouldn't let meI even tried to have the $put up in reserves good for up to a year and they wouldn't let me do that either.my flight number was -UA5964L my flight date was -Sep3rd2016 my ticket number was -*** my confirmation was -*** approximated departure time-6:30am Flight from Palm Springs,CA (psp) flight to Memphis,TN (mem)
Sincerely,
Jessyca ***

Complaint: ***
I am rejecting this response because United is hiding flights that are available, and are even United marketed flights (with UA prefix)My flight reservation has been changed at United's discretion, and I'm being forced to fly on their choice of schedule to save them money because they stopped flying the schedule they sold me a few days ago due to market reasons*THERE ARE* other options available that work for me as sent previously (*** and TAP), but United does not want to offer them as it incurs cost, and now, as a last resource, they have to copy the Terms and Conditions, which everybody knows no customer has any choice other than agree, to try to close this complainHow that can be considered an effort to make things right?United, represented by this person who had to copy the Terms because he/she is unable to explain why United is not offering flights that are available, made ZERO effort to provide a good serviceAll replies were negative, none offered any solutionI had to come up with possible solutionsI guess customer service in reversed these daysWhy? Because air carriers doesn't have enough competition, and the customer is now allowed to easily switch services. That is the reality of air carriersThey are still allowed to do a lot, with no consequencesNow, when the customer needs to change for a flight departing minutes earlier, they go all the way to charge hundreds of dollars in fees, most of times the fees are even higher than the cost of the service previously paid.Shady businessSorry for you, employee replying to this Revdex.com complain, that you have to go that low in your reply because the company you work for is unable to provide a good serviceHowever, not sure how you are able to write that United tries to make it a positive travel experience, I truly believe you are obligated to write that, and it does not come as a sincere opinionEnjoy your almost free flights with free changes as an employee
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meUnited has refused to help and it seems the traveling public has no way to stop them
Sincerely,
*** ***

Dear Mr***:I am responding to your communication submitted to the Revdex.comI understand how frustrating your situation is and would like to clarify United Airlines position. Our non refundable policies are very specificNon-refundable tickets can be applied
toward the purchase of another ticket for the same passenger named on the original ticketThere is a minimum reissue fee of $and any fare difference will applyPassengers can make changes up to one year after the original ticketing date, provided they cancel prior to their scheduled departure timeOur refund policy is also very specificCustomers who purchase their tickets via United Reservations, united.com, or at our ticket counters can request a full refund without penalty within hours of purchase or make changes to their reservations without a $reissue feeBecause your tickets were purchased through an on-line agency, we are unable to fulfill your requestHowever as a customer service gesture, we will waive the $reissue feeAt your convenience, please provide the ticket numbers and confirmation number so your reservation can be documented accordinglyAs always, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie ***Corporate Customer CareCase ID:***