United Airlines

Dear Ms***: Thank you for contacting United Customer Care again. I'm responding to a complaint forwarded to us from 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. 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 and is in accordance with our Contract of Carriage. We hope you accept it in the spirit in which it was given and that we can move on in our business relationship. Our records indicates this issued was addressed in an email to you dated June 23, 2016:Dear Ms***: I am so sorry for the problems you experienced when your flight was delayed, and I completely understand your frustration Unfortunately we are not able to process your request for a refund or reimbursementYour ticket cannot be refunded because it was used, and we do not provide reimbursement for the loss of prepaid accommodations or ground transportation at your final destination As a gesture of goodwill, I've issued a $electronic travel certificateThe details will be emailed to you within the next 2-days We appreciate your business and look forward to serving you under more pleasant circumstances in the future Regards, *** *** Customer Care Case *** Regardless, we’re always glad to hear from our customers and thank you for your time and patience regarding this matter. Regards, *** ***Corporate Customer Care ManagerCase: ***

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear about what took place when you traveled with us on August 28, 2017. I also understand your frustration that you did not receive a reply in a timely manner. I see my
colleague did email you back on September 14, and issued you a $electronic travel certificate. I have issued you an additional $electronic travel certificate that will be emailed to you in a few days. I realize you incurred out of pocket expense during this stressful time and I apologize.Thank you for your patience on his matter and have a nice day.Regards, Susan ***Corporate Customer CareCase: ***

Dear Mr***:I am responding to your communication submitted to the Revdex.comI regret the circumstances you've described about your recent travelsPlease know that we strive to accommodate carbags for the greatest number of customers possibleWhen flights are full, airport
personnel are supposed to keep a close eye on the number and size of carbags during the boarding process and passengers may be asked to check their bagBased on your comments, it seems our gate agent could have done a better job in assessing the situationI apologizePlease be advised that customers who purchase basic economy fares are subject a $checked baggage fee (regular allowance) and another $fee for processing the bag at the gateFor customers who have their carry-on gate checked and did not purchase basic economy fare, there is no fee. As previously communicated by one of our Customer Care representatives, we are unable to fulfill your request for a refund as transportation was providedAs a customer service gesture, you were sent a $travel certificateAll things considered, we do support this offering, however, in an effort to bring this matter to amiable conclusion, we will send you an additional $travel certificateThe electronic voucher will be delivered separately via email within the next three business days and can be redeemed by the person of your choosing on any United/United Express operated flightAgain, please accept my apology for your dissatisfaction on this occasion, as well as our appreciation for the time you have taken to bring it to our attention. As always, as a MileagePlus customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Julie ***Corporate Customer Care Case ID:***

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns. We are sorry to learn your baggage was damaged and that this matter was not rectified to your
satisfaction. Incidents of damaged baggage are addressed by our airport Baggage Service office, as our Baggage Service staff can view the damage and decide if the bag needs to be replaced or repaired. A damaged baggage claim must be filed within hours after your flight’s arrival for travel involving a domestic itinerary. This information is detailed on our website; we have provided the URL for your convenience: https://www.united.com/web/en-US/content/travel/baggage/damaged.aspx. Mr***, our records reflect that baggage damage was not reported within hours of your arrival into Tampa. You did, however, report baggage damage via phone with the Baggage Resolution Service Center after you returned from your cruise, and you were advised at the airport that United would not cover the damage you reported. Although you did not meet the requirements for the filing of a damaged baggage claim, we are providing you with an electronic travel certificate in the interest of good customer relations. The electronic travel certificate can be used to help offset the cost of a future ticket purchase with us, and you will receive the electronic travel certificate under separate cover via email within 48-hours. In the meantime, your patience is appreciated. Thank you for allowing us to provide assistance. We look forward to welcoming you onboard United again soonSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID Tell us why here

Complaint: ***
I am rejecting this response because:While I did receive the refund, I reject the response in part due to my complaint also concerned the customer call center taking actions without consulting me as to my optionsAlso their total lack of caring as to the nature of my emergency
Sincerely,
Michael ***

Complaint: ***
I am rejecting this response because: I am traveling with small children and the ticket selections wheremade for me by United sales representativeAs a patent and a United Airlines customer for last years, this is unacceptableI'm confident that plenty of other United customers agrees. "Fly the Friendly Skies" will no longer be our slogans if the absence of family-friendly doesn't change.
Sincerely,
*** ***

May 2, 2017Dear Mrs***:The Revdex.com has sent your correspondence to our attention at United Airlines.I have reviewed your concerns and apologize for any confusion regarding the use of the Electronic Travel Certificates (ETC) you receivedAlthough you received the
certificates for the same flight disruption, they were issued separatelyOur certificates are issued and arrive with Terms and Conditions attachedOnly one certificate of the same type is allowed to be used on the purchase of a ticket; they may not be combined towards one purchaseI have included the specific rule belowI do hope this helps you to understand why our representative was unable to assist in using both certificates on one recordOur system does not allow it.Terms and ConditionsIf the face amount of this certificate exceeds the cost of the ticket for which it is surrendered, any residual amount will be applied to the same PIN for use toward another ticket until either the original issued amount is depleted or the expiration date has been reachedThis certificate cannot be combined with other travel certificates with promotion code TCVA or other travel certificates that represent a form of payment.We appreciate your business as a MileagePlus member and look forward to the privilege of serving your future travel needs.Kind Regards,*** ***Corporate Customer CareCase ***

Dear *** **: I'm sorry you feel my resolution didn't meet your expectations It's not my intention to add frustration, especially after everything that happened during your flightIf you could let me know an acceptable time to call, I'd appreciate a few moments so I can make it rightWhile I can't guarantee the offer will change, I want to make sure I do all I can to help youYour satisfaction is important to United, as we continue to improve our service so we may offer a better experience Also, please send us a scan of your club pass for futher verification I look forward to hearing back from you *** *** Corporate Customer Care case ***

September 18, Dear Ms***: The Revdex.com has forwarded your correspondence to our attentionPlease allow me to begin with a sincere apology for the original flight disruption you experienced, as well as the confusion surrounding the reimbursement of the hotel and meal
costs incurredWhen a situation like this occurs, our airport representatives will offer arrange a hotel stay and offer vouchers in the amount of $per meal, to help offset the costI am not sure why we weren’t able to assist you directly at the airport with this and regret the follow up confusion with my colleagueI have thoroughly reviewed your file and the circumstances surrounding itFor the receipts sent for July 11, I have requested a check in the amount of $this will be sent to your address via postal mail, and may take up to business days to receive itAgain, I am very sorry for the confusion and delay in resolving this for you Ms***, you mention you are a military familyI would like to thank you and/or your husband for the service offered to our countryI know it is not always easy and I want you to know I appreciate all of our military families and the sacrifices you makeThank you for allowing me to assistWe do hope to see you and your family on a future United Airlines flightSincerely, Judy *** Corporate Customer care Case ***

Dear Mr***:We regret that you are disappointed with our prior responseThank you for reaffirming your position and again wish to express our true regret in failing to meet your valid expectationsWe have re-visited your concerns however, we do support our earlier decision.I am sorry for your difficulty on our websiteHowever, regardless whether you accepted the Schedule Change or not, a refund was never an optionPer our Contract of Carriage you may be eligible for a refund if the schedule change modifies the original departure and/or arrival time by a minimum of minutes or moreAgain, this did not apply since the schedule changes were less than minutes Please know that while these tickets are non-refundable, you still have up to one year from date of issue (4/2/2017) to use the value of the tickets for new travel, less the change fee and any fare difference.It is important to clarify that you have reached the corporate offices of United AirlinesWe work directly with our senior leadership team as well as our executive officers and we are tasked with responding on their behalfAll customer correspondence is routed to our attention for review and responseYour case has been given the utmost of consideration as it has been reviewed at the highest level of escalationI regret that we were unable to resolve your issues as you had hoped.United's senior leadership reviews passenger feedback on a regular basis, and your comments help us identify ways to improve our products and servicesWe continually evaluate decisions that influence your choice of airlines Please know that your business is important to usWe hope you will give us another opportunity to meet your needs in the futureThank you for choosing United.Regards, James ***Corporate Customer CareCase: ***

Dear Mr***: I'd really like to help, but I'm missing some information If you could fill out the below areas and include a brief summary of your request, I'll look into itThis information is on your receipt: • Passenger name(s): • Frequent flyer number (if
available): • Flight number: • Flight date: • Ticket numbers: • Confirmation number: • Approximate departure time: • Flight from: • Flight to: I appreciate that you chose United and look forward to helping you soon Regards, Cindy *** Corporate Customer Care *** Tell us why here

Dear *** ***: I'm very sorry to hear your checked bag was delayed damagedYou needed to file the claim at the airport Your luggage is important to youIt's important to us, tooI can understand why you're frustratedA damage report must be filed at the airport within
hours of arrival, so one of our airport agents can visually assess the bagIt's important to leave your bag tags attached to your luggage, tooOnce our agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction If, for any reason, you left the airport without reporting the damage, please contact our Baggage Resolution Center at 1-***A baggage representative can assist with further direction. Once again, I apologize for any inconvenience On behalf of United, we look forward to welcoming you aboard your next flight. Regards, *** ***Corporate Customer CareCase#***

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear you were charged $extra to cheyour bags on April 28, 2017. I did verify that charge was for sporting equipment that you checked in, and an additional bag
fee should be collected. However; since you state an error was made I've taken care of your refund request. Please allow up to business days for processingOur United Refunds team will send you an update when your request has been finalized. Your reference number is ***If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.Regards, Susan ***Corporate Custo*** ***
*** ***

Dear Ms***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear you have not yet received the miles in your MileagePlus account as promisedAlthough we work very closely with ***, they are the ones who administer this program
However; as a goodwill gesture I have deposited 10,goodwill miles that should be posted in a few days. That will help offset the miles you have not received as of today.Thank you for your patience on this matter and have a nice day.Regards, Susan ***Corporate Customer CareCase: ***

Dear Mrs*** Thank you for your response I regret you're dissatisfied with our response.You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decision.Nonetheless, in the interest of customer relations and to bring this matter to an amiable solution, I have authorized a one-exception to waive the $fee, and reinstated your miles, a total of 72,milesHowever, your miles have a new validity date, they are valid until January 31, In order to avoid the miles from expiring on January 31, 2016, you must activate your account by redeeming your miles or accruing miles through non-travel activities by January 31, 2016.To keep miles active, qualifying activity includes any of the following: Earn miles for a flight on United or a United partnerEarn miles from a non-air partner, i.eChase-issued MileagePlus credit card, retail, car, hotel partnerUse miles for an air award on United or one of our partner carriersUse miles for a partner or program, i.eDining Certificates, Hotel & Car Award Miles posted due to goodwill or from Customer CareDonate miles to a MileagePlus CharityPurchase miles for a member's accountMileagePlus X (MPX) app - earn or redeem milesTransfer miles via the Transfer Miles program (qualifying activity for account that donated miles and received miles)Non-qualifying Activity: Redeposit of an award.Changes to account informationi.echange to name, address, phone, e-mail, etc.Add a flight bonus to a flight that is already posted.A deduction of miles to reverse a flight, credit card posting, hotel stay or car rental.Refund of miles for a non-flight partner redemptioni.emiles for magazines, newspaper subscription. We look forward to your active participation in our program.Thank you for the opportunity to address your concerns We appreciate your business and look forward to welcoming you onboard a future United Airlines flight whenever your personal or business travel plans permitKindest regards to you.Sincerely.*** ***Corporate Customer Care***

Complaint: ***I am rejecting this response because: it is an expectedly generic response from United that ignores the horrible customer service experiences and headaches that they createdIn the end United doesnt care because I am not part of their business class and I do not wish to waste my time working to receive the reimbursement that is dueI am not doing business with United anymore and this complaint should be recorded in connection with all other horrible experiences that people haveSincerely,Brian ***

January 28, Dear Mr*** I am responding to a correspondence received from the Revdex.comI sincerely regret the circumstances describe in your letterI understand that you arrived on our Star Alliance Partner, Air *** in Delhi and you filed a Property Irregularity
Report and your bags were not delivered until January 03, I am truly sorry this happened, and I understand your frustrationThis occurred despite our quality control standards to assure baggage reaches its intended destination on timeI’ve shared your travel experience with our airport operations team in Chicago, IL (O’Hare) and our Star Alliance partner Air *** in Delhi, as we work to improve baggage procedures Thank you for letting us know about the expenses you incurred due to the temporary loss of your propertyWe sincerely apologize for the inconvenience this caused youWe are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our guests, and I can assure you that your experience is not typical of the standards we maintain Our corporate offices are unable to handle baggage claimsSince, Air *** is a Star Alliance Partner; you can submit interim expenses to us at: http://United.com/claimform, our Baggage Resolution Center will handle the claimPlease include Air *** Property Irregularity Report number: DELAIand an itemized list and cost of each item and receiptsResolution of claims are taking anywhere between 10-weeks to be settledOur Baggage Resolution Center claims representative will correspond with you via U.SPostal ServiceAlso, we do not have access to the damaged property and neither does our Baggage Resolution CenterFor this reason, the responsibility of damage baggage is delegated to airport baggage claim representative and the airline that took the original delayed baggage reportIn your case the bag that was delivered damage on January 03, by Air India, should have been reported directly to themExperiences have proven that they are in the best position to review the damage and arrive at a solutionRegrettably, we are unable to assist you with the damage baggage issuesThank you for allowing me the opportunity to apologize and register your complaint for future improvement Mr*** we appreciate your business and supportWe look forward to welcoming you and your wife aboard a future United Airlines flightSincerely, Mrs*** *** United Airlines Corporate Customer Care UAL: ***
*** ***

Dear Mr***:Thank you for contacting United Customer Care through the Revdex.com. We appreciate your valuable feedback regarding your baggage issues. While our records show our colleague has provided you a travel certificate, we are sorry you felt that the situation was
not handled properlyWe will forward this issue along with your comments to management so they are able to see how your travel plans were affected. We apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression created. We certainly are capable of doing a better job than described. Your comments will help us in future policies, procedures and protocols to create an airline receptive to your needs.We thank you for your patience, business and loyalty. We’re always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies.Regards, *** *** Corporate Customer Care***

January 13, 2016Dear Mr**:We are sorry for your continued disappointment considering you have submitted an additional correspondence to the Revdex.com. Your dissatisfaction pertaining to our ticket and fare rules policies is understood and has been documented. Ticketed flight coupons must be used in the order they are issued. Therefore, in a voluntary situation a customer cannot use flight coupon two if they have not used flight coupon one. Additionally, if a customer voluntarily changes their itinerary, they would be subject to any applicable fees, charges, and fare differentials. Considering an exception was already made to waive the change fee, no other exceptions or compensation would be warranted.Unfortunately, we are unable to change any aspect of our policies. However, we always welcome our customer's feedback, whether positive or negative, as it allows us to review and evaluate our service to you and helps us consider future changes and improvements. Mr**, your business is always appreciated and is never taken for granted. We 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. Sincerely, Judy ***United Airlines Corporate Customer CareRef # ***

Dear *** *** Please know United does not reimburse for costs incurred outside the ticketed United itinerary
You may wish to file a claim with your travel insurance provider if applicable
I do note you have previously visited United.com and have received a $electronic
travel voucher for each family member for the inconvenience
As a Mileage Plus member, please know that your business is important to usWe hope you will give us another opportunity to meet your travel needs in the future
Regards,
*** *** Corporate Customer Care
Case ***
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