United Airlines

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 will wait the 8-weeks regarding the claim form I mailed to United regarding the stroller.
Sincerely,
*** ***

Dear Mr***: I am sorry that your miles were not credited for your flight in July I will forward your request to the MileagePlus service center for review As a gesture of goodwill, due to the delay in getting your miles, I will add some bonus goodwill miles to your
account Thank you for flying the friendly skies Regards, *** *** Corporate Customer Care *** 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 me
Sincerely,
Elisa *** ***-***

January 29, 2016 Dear Mr***: We are sorry to hear of your complaint filed with the Revdex.com pertaining to the cancellation of your flight from Houston to La Guardia. Operational reliability is one of our foremost priorities but, unfortunately, Winter
Storm Jonas created quite a bit of disruption as this caused us to cancel many of our flights Our records reflect that United did implement a weather waiver which allows United to waive the change fee associated with your ticket. Please know that most special fares are made available on a limited basis. Also the availability of our fares change continuously as reservations are made, changed and cancelled. Our system will automatically quote the lowest qualifying fare available, based on the number of customers and cabin selected, that our customers qualify for at the time of their request. We regret your postponed travel dates are not available at the same lower fare. Possibly, you may be flexible with your travel dates, origin or destination cities, or taking a connecting flight instead of a non-stop flight in order to obtain a lower fare. Mr***, we sincerely appreciate your business and will do our best to provide you a more positive experience in your future travels Sincerely, Judy ***United Airlines Corporate Customer CareRef # ***

Dear Mr***:I’m very sorry for the disruption to your travel plans. You needed to be at your destination as we promised and I sincerely regret your expectations weren’t metWe really work hard to maintain flight schedules; however, sometimes unforeseen circumstances present operational challengesWhile I know your time is valuable and understand your disappointment ,we do not provide the cash compensation or refund you are hoping for. Our offer of travel certificates or miles is still available and we hope we can provide you with either option.Regards, Joe *** Corporate Customer CareCase ***

Dear Mr***: I am responding to the additional information you forwarded to the Revdex.com. I have combined the six certificates that you requested, including the $certificate that expiredI have issued you and your wife each a $electronic certificate.Thank you very much.Regards, Susan ***Corporate Customer CareCase: ***

Dear Ms***: We appreciate your response and continued interest in this matterI regret you're disappointed with the compensation we offered you Our intention was to apologize for what happened during your flight and try to make it betterPlease 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 customers I'm sorry for your disappointment and I'll pass along your feedback so we can review it and evaluate our guidelines for the futureI hope your next flight goes smootherI am including a copy of my colleague, Ms***, in regards to your correspondence to MrOscar *** and Laura ***'s office: Dear Ms***: Once again we sincerely apologize for the delays you have incurred on your two most recent business tripsWhile we understand that the delays are uncontrollable as indicated in our previous correspondence, we want to be empathetic to the inconvenience and travel disruptions that took place In addition to the $certificate, a total of 20,miles will be added to your Mileage Plus account as an additional apology to let you know we recognize the impact to your business scheduleWhile our industry is vulnerable to controllable and uncontrollable delays and cancellations, our first and primary focus is safety for all of our customers and employees Ms***, I have also requested a refund for the additional fees you paid on your most recent travel to and from Houston which will be credited to the credit card used for the purchaseThis is for the upgraded seats that you purchased on each flight. Thank you for your business to United as a Mileage Plus member and we hope to see you on board again very soon Best Wishes, Ginger ***, United Airlines, Executive Services Corporate Customer Care Your feedback will be helpful as we strive to provide you and other customers with positive travel experiencesI hope you will reconsider and allow us to serve your future travel needsWe have responded with care and concern, and certainly encourage you to accept our goodwill offer in the spirit in which it was intendedWe understand you have a choice of carriers; however, I remain hopeful our commitment to addressing your concerns will retain your business and loyaltyMs***, I appreciate your time and business and look forward to an early opportunity to regain your confidence. Kind regards, Leyly *** Corporate Customer Care

Dear Mr***:I am so sorry for the difficulty and unpleasantness you and Mr*** experienced during your cheprocess at the Baltimore airportPlease be assured I will alert the station manager to the details as you described for an internal follow up. Although, it is true the
waiver is part of our contract with *** *** and only eligible if the ticket is purchased with the Explorer card, I regret the situation was not handled in a more professional and in a timely manner. Regretfully, we are not able to refund a valid fee, as the ticket was purchased with a *** credit cardHowever, as a customer appreciate gesture I will a $electronic travel certificate to each of you. The electronic travel certificate is valid toward the pur*** of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines. Please allow 3-business days for delivery on a separate cover to your email.Thank you for your business and loyalty as a MileagePlus memberWe look forward to a future opportunity to provide the customer service you deserve Sincerely,Suzanne *** United Airlines Corporate Customer Care 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
Sincerely,
Hui **

Revdex.com:
Passenger name (s):Peter * & Kim E ***Frequent flyer number (if available):Flight Number: UAFlight Date:SunAug14, 2016Ticket Numbers:***, ***Approximate Departure Time:7:19Origin: RDUDestination:
Sincerely,
Peter & Kim ***

Dear Ms***: The Revdex.com has forwarded your correspondence to our attentionI'm truly sorry your trip didn't go as plannedUnited 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 concernOur industry faces a number of daily challenges including weather and air traffic control which affect our operationUnfortunately, we are unable to reimburse you for inconvenience, loss of time or absorb the cost of unused prepaid hotel accommodations or special events.Ms***, while we do not offer compensation when a flight irregularity is beyond United's control, I do see that one of my colleagues offered you a $travel certificateWe hope that you use is and give us the opportunity to welcome you on board on a future United flight. Thank you for your understanding.Best Regards, *** ***Corporate Customer CareCase: ***

Dear Mr***:I was just forwarded additional feedback from the Revdex.com. I realize we ended up speaking right after you sent thatI apologize there was confusion with the time I was going to call you. I am glad we were able to talk and your feedback has been forwarded.Thank you very much and Happy New Year!Regards, *** ***Corporate Customer CareCase: ***

Complaint:
I am rejecting this response because: It cost me to be delayed and the only reason I was booked on a *** Flight was because my husband had to call United Airlines and ask for a supervisorAt first he was told there was no flight and she had a stand by flight that may or MAY NOT have got her to Chicago or from Chicago to Rapid CityMy husband had to pull up a travel sight and prove to the supervisor that there were available flightsThis is the worse company I have ever flown on and I will not stop my complaint till the company makes it rightI paid for the flight in full and was delayed and had to pay for the ride to the air port the next morning even though UNITED AIRLINES offered it as a curtesy I had to pay the toll that cost me for the toll fee and then for the ride to the air port PLUS the delay of days and a truly bad experience..
Sincerely,
Jennyfer ***

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17,
Dear Mrs.***
I am responding to a correspondence received from the Revdex.com
We are sorry for the inconvenience you and your family experienced on your May 26, and September 04,
flights
Direct customer feedback about our products and services is so important in helping us to improve
Please know our goal is to operate every flight on schedule, every dayUnfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed or canceledWhen this occurs, we want to minimize the impact to you as much as possible and keep you informedWe are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning process
To ensure our customers have a first-rate experience when flying United, we must make sure that we communicate effectivelyWe realize there is opportunity for enhancement in this areaThis year we are putting in place a number of tools and procedures that will substantively address these goalsPlease know that the treatment you described is no more acceptable to us than it is to youOur ability to communicate professionally with our customers is a key component of our brand, being Flyer FriendlyA number of tools and processes are being applied this year that will substantively address these goalsWe are working to improve customer service, including investing in a comprehensive training course for frontline employeesWe are consistently aligning service standards of professional women and men around our company
I regret the baggage difficulties you experienced during your travel
Fees for checked baggage are only refundable when you do not fly due to a flight cancellation or schedule change
On your behalf, I contacted our Baggage Resolution CenterI was advised that their baggage claim representative will be in contact with you regarding the interim expense claim you submitted on September 15, The processing time is presently about to weeks
Additionally, according to their records you were offered three (3) $electronic travel certificates which you declinedWe are sorry you were dissatisfied with our goodwill offering
While your request for three (3) free round trip tickets is appreciated, it is not within the scope of our compensation guidelinesPlease understand United carefully aligned to several determining factorsOur intentions are to offer you a balance of valuable options that are easy to redeemIf you reconsider, I will be more than happy to honor that offer
Mrs.*** 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 Airline
Revdex.com #: ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the three vouchers of each but I want all my expense for my clothes and I want my baggage money back it don't make a difference that you don't have a refund on luggage but my luggage was suppose to be on that flight with me not left somewhere else I want my money back as well for the luggage no exceptions because your airline is responsibe for getting my luggage on that flight when I'm on it not the next day late ! This was the worst airline every !

Dear Mr***: I am sorry you were not satisfied with your seat purchase for your December 20, travel with usWe receive your inquiry via the Revdex.com, case *** The seats are sold as Economy Plus seating, with the incentive being the extra leg-room. I
regret we are not able to always guarantee a window will place at the seat. Understandably, this was disappointing for this lengthy flight, and we will be happy to process a refund for you in this case Please allow up to one complete billing cycle for the credit to reflect back on the original form of paymentThe refund ID is ***. As a MileagePlus member, we hold your loyalties in high regard and again apologize for the disappointment Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Mr***:I did contact you through your email address advising you how to redeem your gift certificates on July 1, Here is the email that was sent directly to you when I did obtain the information:Dear Mr***:This email is in regards to your Revdex.com complaint I did contact the division of United Airlines that handles the gift certificates United Airlines no longer has the program, however the certificates are valid for years There are times that the certificates will purge from the system and show invalid.This is not a problem, as all you need to do is contact United Airlines Web Suppport desk better know as dot.com desk When you are ready to make a reservation, you call explained that the certificates apparently has been purged from the system They will manually issue a egift certificate that will be attached to the reservation Once the verification is complete showing that the certificate is clear, the certificate will be applied to the reservation The phone number to contact is ***.Regards,*** *** Corporate Customer CareCase ***If you have any additional questions concerning your gift certificates Mr***e, please feel free to contact the number given above as that is the proper department.Regards,*** ***Corporate Customer Care

Dear Ms***, I am sorry to hear of the delay in your travels from Traverse City to Jacksonville and your continued disappointment. I understand that the delay caused you to miss a day of work and you feel that your ticket should be refundedUnfortunately, since you used
your ticket for travel, there is no value to refund While this is true, I’ll be replacing your electronic travel certificate with a travel certificate of greater value. As with your other certificate, a confirmation will be sent to you within a few days. It is our hope that you will accept the certificate in the spirit intended. We appreciate your patronage and we are looking forward to earning a measurably improved report when you travel with us again. Kind regards, Dana ***Corporate Customer CareCase ***

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

Complaint: ***
I am rejecting this response because: They state they already provided me with transportation so they will not reimburse my ticketThe train ticket was in ITALY - where I was supposed to go, but could not due to THEIR delays and THEIR negligence I drove and parked in their parking lot That parking cost me $ I had to cancel a hotel, and then re-shuffle them around, resulting in a lost of an additional $ Now they are offering me a total of $off of my next flight Being that there are no flights for $- yet again they are only willing to compensate me in the form of something that gains them MORE money in the futureThis is completely not acceptable I want at least $reimbursed to me in actual FUNDS And they should stop saying they are UNABLE to do more - they are ABLE they are just refusing to do so which is frustrating The cancellation of the flight was due to an issue with their plane They have custody and control over said plane Damages are foreseeable when THEY cancel a flight There is no contributory negligence on my part, so why should I have to suffer financial losses when their damages they have caused ME is foreseeable and COMPLETELY due to their own negligence? I do not want a CREDIT, I want cash, a check, or a refund on my credit card I am willing to negotiate the SUM they are willing to provide me, but stop offering me money towards another flight - and giving me a time limit of when I can use it! I am not interested in this, it is a means to which they gain more money off of their own negligence
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/21) */*Dear Ms.*** *I am sorry to hear about the illness of your husband.* *We understand travel plans change when serious illness befalls the traveler, traveling companion, or immediate family member.* *Please note that the ticket can only be
used by the individual whose name is on the ticket.* *If the ticket allows changes, you have one full year from the date the original ticket was issued to reschedule your travel plans without losing that ticket's valueChange fees and any applicable difference in fare will apply to the new itineraryTickets must be reissued within one year of the date the original ticket was issued.* *In cases of serious illness, United may be able to refund the change fee or ticket (less $processing fee), upon receipt of proper documentationYou will be required to pay the applicable change fee when you schedule the new datesOnce the change has been completed, you may submit your request to our refund department.* *United Airlines*Customer Refund Services*AttnProcessing Dept.*** *Please include the following: letter from the physician (on official letterhead) stating travel was not recommended, passenger name, name and relationship of person who was ill, ticket number, flight information, and a brief letter of explanation.* *We appreciate your business and look forward to welcoming you on board a future United Airlines flight.* *Regards,* ***Corporate Customer Care*Case: *** **