United Airlines

Dear Ms***: I'm sorry you're disappointed about your denied refund requestI hope I can explain how the decision was made Your ticket carried restrictions, which included being non-refundableI'm sorry if there was any confusion when purchasing your ticket or reviewing the
receiptGeneral rules that apply to all ticket include: using flights in order, canceling before departure and having a year from the issue date to use remaining portionsOnce again, I apologize and, if you need more information, just let me know Please accept our apology that the flight attendant was not able to carry your care seat and assist with your your child but they are not always able to assist with all passengers personal needs I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve. Regards, *** ***Corporate Customer CareCase# ***

Complaint:
I am rejecting this response because: I request united airlines refund $to my original payment method (credit card) or send me a check instead of issuing a Travel Certificate
Sincerely,
Na ***

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,
Renee ***

Dear Ms***: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your experience on July 18, 2016. I appreciate the opportunity to respond to your concerns. I was sad to find out about your health issues and I hope
you are feeling better.We are sorry for the inconvenience you experienced for the possible error made by our agent when you called our reservations desk to inquire about changing your ticket online. I understand how frustrating it must have been to arrive at the airport and find out your ticket itinerary had been cancelled. Direct customer feedback about our products and services is so important in helping us to improve We are doing a number of things to improve customer service and make our processes more efficient, including investing in comprehensive training initiatives for frontline employees. To ensure our customers have a first-rate experience when flying United, we must make sure that we communicate effectively. We realize there is opportunity for enhancement in this area. We have a number of tools and procedures that will substantively address these goals -- this is all a continuous fine-tuning process. We are consistently aligning service standards around our company. I encourage you to use our cutting edge self-service kiosks, online tools and smartphone apps as often as possible. As you may know, United is one of the only airlines to provide the actual flight delay reason through our customer-facing tools. Our goal is to create the world’s most Flyer Friendly airline. We have room for improvement, but that’s the direction we’re headed.We must respectfully decline your request for a partial refund of your ticket under confirmation code *** for the difference in fare between the two tickets you purchased, as your original ticket under confirmation code *** has been fully refunded and you were charged appropriately for your new itinerary. Also, we are unable to cover your expenses for ground transportation to and from the airport in your departure city. However, as a customer goodwill gesture, I will issue an electronic travel certificate to use for future travel on United The terms and conditions of the certificate will be sent from a separate e-mail within to business daysIn closing, I extend to you our most sincere apology and hope to welcome you aboard another flight in the near future. We appreciate your business and thank you for flying the friendly skies.Regards, Candance ***Corporate Customer CareCase 1***

Dear Mr ***: We received your letter from the Revdex.com regarding parent’s flight experience and your concerns about our ticket policy for changes. I contacted you on October 7, to speak to you directly and to obtain further information; however did not
speak to you directly but left a message advising you that I would send you a follow up e-mail I am sorry to learn of your parent’s flight disruption when they recently traveled with us; and I regret your parents did not receive the level of service you have come to expect when traveling with United Airlines. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every dayWe understand that communication is essential, and sharing up-to-date information can help ease disappointment To help make amends for their flight disruption, and as advised by my previous colleague, your parents are eligible to receive their choice of compensation by visiting our Appreciation Website (www.United.com/appreciation) I also regret to learn your disappointment in our ticket policies for changes. Please understand that United Airlines’ excursion tickets are non-refundableA service charge usually applies for changing the time or date of travelThese service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference between the original fare and the new fare when there is reduced inventory or published fare increasesWe understand travel plans change when serious illness befalls the traveler, traveling companion, or immediate family member So I may review your refund request regarding the changes fees on your parent’s e-tickets, I will need the following information: Confirmation number(s) Name on tickets Ticket number(s) Date traveled Origin/Destination I look forward to your reply and the information needed to review your request Mr. ***, as a MileagePlus member your business is very important to us. Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards *** *** Corporate Customer Care Case ID - ***Tell us why here

Complaint: ***
I am rejecting this response because:Please re-read the complaint and listen to the transcript of the two-hour long dialogue of the phone callAs I stated already, I was told at time of payment I would be guaranteed the immediate upgradeNot that I would have to wait another day and then call at 4:30a.mNYK time to get it pushed through because of a material misrepresentation on behalf of United
Sincerely,
Christopher ***

Dear Ms***, I was sorry to hear that your niece missed her connecting flight to Port of Spain. Based on your comments, her flight from Washington, DCwas delayed due to a directive issued by Air Traffic Control, causing her to miss her connecting flight When
this occurs we will accommodate displaced passengers on our next available flight. While I can appreciate your disappointment, our guidelines stipulate that a hotel will not be provided when flight irregularities are beyond our control. If she used her ticket for travel, we’ll be unable to refund her ticket. However, with the specific flight information including the travel date as well as your niece’s name and address information, I would be happy to provide an electronic travel certificate that she can use towards a future United ticket purchase so she can have a better experience. I’ll be sure to pass your feedback along for improvement. We consider it a privilege to serve you Kind regards, Dana *** Corporate Customer Care Case *** Tell us why here

Initial Business Response /* (1000, 5, 2015/07/15) */
Dear Ms***:
I'm sorry for the inconvenience you experienced on July 8, 2015, as a result of our system-wide network connectivity issues
Our co-workers worked as quickly as possible to fix the problem and restore regular flight
operations to get you back on your way
I apologize for your frustrating experience as during your return travel, your flight to Detroit returned to Chicago for maintenanceI understand how disappointing it can be when a flight is delayed and your carefully made travel plans are interruptedWe are diligent in maintaining a proactive maintenance schedule and apologize for the inconvenience this delay created for you
The safety of our customers and crew is our foremost priority and at the center of everything we doWe have purchased new airplanes, installed winglets and improved engine design to enhance our operational efforts
We are investing in more modern, comfortable and fuel-efficient aircraft to provide a safe and enhanced flying experience​
We value your business and would like the opportunity to express our appreciationWe invite you to visit united.com/appreciation to select goodwill gestureTo review your options, please have the following information available before accessing the website: flight number (rescheduled flight number, if applicable), travel dates and last name as well as either a 1) confirmation number 2) ticket number or 3) MileagePlus number
Please be assured United Airlines is an integrity-driven company committed to the safety, security, and comfort of our customers and crew
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Kind regards,
Sara ***
Corporate Customer Care
Case: ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response, however it seems very genericI understand that you may get many complaints however, there was clearly a lack of communication that took place the night between the passengers and the crew on boardmany of the passengers that were on board were debating renting a car and driving back to Detroit and this was because we did not know what was going to happenI feel that it is important to reimburse the passengers requesting it because this was a huge let down on your part
Final Business Response /* (4000, 9, 2015/07/21) */
Dear Ms***:
I regret you're dissatisfied with our response
We value your feedback regarding the flight status notifications from the inflight crew and the delays your group experiencedFrom what you describe, we failed to meet your expectations for providing good servicePlease accept my sincere apologies
I can appreciate your request for a refund of your ticket, however I'm unable to honor your request as its value was completely used
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
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Kind regards,
Sara ***
Corporate Customer Care
Case:***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11577457, and find that this resolution is satisfactory to me.
Sincerely,
Joshua ***

Dear Mr***:Thank you for contacting us through the Revdex.com.We are sorry for the delays and issues faced when rebooking with another carrier. Our records show our colleague addressed this issue and instructed you regarding policies and procedures to obtain a refund of unflown
segments, etc. Please continue to work with the agent once you have obtained the information and receipts requested.We thank you for your business and loyalty. We’re always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies.Regards, Joe *** Corporate Customer CareCase

Dear Mr***:
I am responding to your complaint filed with the Revdex.com
We are truly sorry for the upsetting experience you and Ms*** had on your recent trip
Please know that the treatment you described by our Flight Attendant is no more acceptable to us than
it is to you
Every year United serves millions of people representing cultures all around the worldUnited is strongly committed to the equal and appropriate treatment of its customersPlease be assured that United Airlines neither approves of nor tolerates discrimination of any kindThis is, and remains, a matter of policy and culture
Our company philosophy does not condone acts of, and strictly prohibits, discrimination or discriminatory practices of any sortAll staff members with customer contact responsibilities receive training on equal treatment of all customersWe maintain a strong corporate commitment to a simple value to recognize, respect and support our customers and our employees
When we receive reports that a passenger feels they have been discriminated against in any manner, we take the issue very seriouslyYour account of the situation will be reviewed and investigated by MsPhillip's supervisorHowever, please be advised that due to the confidentiality of the process, we would be unable to advise you of any result of our internal review
In addition, our records indicate shortly after United flight pushed back from the gate and proceeded to the active taxiway, a maintenance issue developedFlight delays can be unpredictable resulting in longer delays than anticipated and in today's economic climate, it is certainly not to our advantage to delay or cancel flights unless it is absolutely necessary
In the unfortunate event of a delayed or canceled flight we want our guests to feel taken care ofIn situations which are within United's control, we may offer hotel accommodations and ground transportation to and from the hotelWhen you seek the assistance from our Customer Service Center at the airport, you may be provided with one of the vouchersOur records indicate vouchers were issued for both you and Ms***, however, they were not redeemed
Please send me your receipts and I will review them for a refund consideration based on our corporate guidelinesYou can send the receipts to:
Customer Care
United Airlines, Inc
*** *** *** *** NHCCR
Houston, TX 77067-
Attn: Laurie ***
In addition, I will need to have the postal address and email address for Ms***
Mr***, we appreciate your patience as we work to resolve this matterI look forward to your reply
Kind Regards,
Laurie ***
Corporate Customer Care
Case:

Dear Mr***:I'm responding to a complaint forwarded from the Revdex.com. I'm sorry to read about what happened to your property. It's never our intention for this to happen to any customer, especially youWe value you and your property, so let me reimburse your cleaning
and repair expenseAll I need is for you to send the service receipt for reviewYou can attach it to this email, as a reply, or you can mail it to: United Airlines Customer CareSpills*** *** Plaza Drive NHCCRHouston, TX 77067Case: *** After I receive everything, I'll send a follemail and let you know the next steps. I our records indicates you were issed a Travel Voucher for $for this incident. Thank you for flying United Airlines and we look forward to assisting you. Regards, *** ***Corporate Customer CareCase: ***

Dear Mrs***: I apologize for the inconvenience you experienced when your luggage did not arrive with youPlease be assured that United adheres to all Federal Aviation Administration (FAA) regulationsWe never want to separate customers from their luggageThere may be
times when we need to send luggage on a different flight than the passenger due to operational or other unforeseeable circumstances. We recommend to include items such as medications, prescription eyewear, required travel documents or personal items like house keys, in your carbag It is never our intent to inconvenience our passengersAs a goodwill gesture, I will send you and your husband a electronic travel certificate each to be used toward a future ticket on UnitedThe terms and conditions of the certificate will be sent from a different email address within 3-business days We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, Markeia *** Corporate Customer Care Case ID ***

Dear Mr***: The Revdex.com has forwarded your communication to us for a responseI appreciate the opportunity to respondI also regret the circumstances you have described about your luggageIncident-free baggage handling is one of our corporate goalsThis is a situation
faced by all airlines and one in which we are constantly pursuing new avenues of improvementYour communication helps identify some of the problems we have to solve in order to achieve that goalPlease accept my apology and assurances that will make every effort to prevent a recurrence the next time you travel. Mr***, it is clear from your feedback that we've disappointed you for which I profusely apologizeWhile I am not able to respond with the generosity you've anticipated, I do see that our Baggage Services has issued a $draft for interim expenses as well as a $travel certificateWhile I realize you may not feel the gesture is meaningful given your circumstances, we hope you will accept it in the spirit in which was intended. Again, please accept our apology for your dissatisfaction on this occasion, as well as our appreciation for the time you have taken to bring it to our attentionYour continued support is very important to us, and we look forward to better serving you in the future. Best Regards, *** ***Corporate Customer CareezCare: ***Tell us why here

Dear Mrs***, I am sorry to hear that your miles expired We realize this can be very disappointing On January 19th, 2007, United instituted the policy of mileage expiration if there was no qualifying account activity within months. Then, on September 21,
2011, as a part of the merger of United and Continental we announced our policy for mileage expiration if no qualifying activity within months. This was communicated on united.com, continental.com, and via press release. We also sent communication directly to our MileagePlus members In addition to earning miles while traveling on United there are a variety of ways to earn miles which will prevent miles from expiring. Additionally, if miles have expired within months, we offer options to have the miles reinstating. Unfortunately, your miles expired on July 1st, 2014. With this in mind we will be unable to reinstate your mile While I can understand your disappointment, we must decline your request for a refund of the amount paid to purchase your miles We count it a privilege to serve you Kind regards, Dana *** Corporate Customer Care Case *** Tell us why here...as a part of the merger of United and Continental

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
My only issue is that I do not have the E-ticket number I only have the confirmation numbers of the tickets purchasedI never had the opportunity to print the ticket.
Sincerely,
Selma ***

I did get the information that I neededI do have my ticket informationI found out the person that schedule the flight for me spelled my name wrongThey spelled it *** instead of ***I'm glad I finally got it straightI'm flying home Tuesday and that's all that mattersI just wanted to report a unfair situationMy father end up calling the bank n united n got the informationThank you for messaging me back bout this issue.
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,
Asia ***

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,
Mohammed ***

Revdex.com: I can assure you that the certificates were not sent the first time, hiwever:
I have reviewed the response made by the business in reference to complaint ID 11091744, and find that this resolution is satisfactory to me
Sincerely,
Andrea ***