United Airlines

Dear Mr***:
I am responding to your communication sent through the Revdex.com
Luggage may show evidence of wear in the course of handlingUnited 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
Mr***, it is clear we did not meet your expectations for quality service during this tripRealizing we left a negative impression, we will work hard to demonstrate the clean, safe, and reliable service for which United Airlines is traditionally known
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards, Lilia ***Corporate Customer Care***

Initial Business Response /* (1000, 5, 2015/08/11) */
Dear Mr.***
I am responding to your communication sent through the Revdex.com
I apologize for the inconvenience you experienced when our published schedule changedI realize how frustrating this must have beenWe
implement schedule modifications for a number of reasons, including the need to adjust to market and seasonal demandsAlthough we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences
Our Reservations agents have the most updated information on policies and procedures related to tickets and faresTo speak with one of our reservations professionals, please call: *** (X-XXX-XXX-XXXX) from the U.Sand CanadaFor a list of touch-tone menu options, see the U.Sand Canada reservations contact information page on united.comOur website is also the place to go for the latest news, travel tips, a cutting-edge new smartphone app, and much more
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
*** ***
Corporate Customer Care
XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fortunately I have at least a few other choices of airlines other than UnitedAs you have chosen to not only NOT help me out here but on top of that for a reason that obviously in the best interests of United but not some of your customers I'll start looking at your competitors flights more closely

Dear Mr*** The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concernsWe apologize for the baggage delay you and your family experienced on February 20, 2016. Sometimes airline
operations and airport conditions can affect baggage delivery times, but waiting more than minutes let alone an hour at the baggage carousel is certainly not acceptable to you or to us. We understand your frustration, and we are working hard to improve baggage delivery to the claim area. We have seen improvements, but we know we can do better. We are working to develop a customer facing baggage-tracking application that is scheduled to be finished next yearCustomers will be able to see if their bags were scanned upon arrival and scanned onto the claim belt. We are focused on delivering great customer service, and our Atlanta baggage service team will truly benefit from your feedback. As a gesture of our concern, we would like to credit your MileagePlus account with 5,MileagePlus miles which are valid for future award travel. Please allow at least business days for these miles to appear in your MileagePlus account. Thank you for your patronage as a MileagePlus member, Mr***. We look forward to providing you and your family with a more positive travel experienceSincerely, Suzanne *** Corporate Customer Care United Airlines 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 regarding the check Mrs*** *** received from the Baggage Resolution Service Center as settlement for her baggage
claimOur Baggage Resolution Service Center kindly asks that you mail your mother’s check to them and indicate in your correspondence that you are requesting a new check. Upon receipt of the original check, the Baggage Resolution Service Center will issue a new check to be delivered to your mother via ***. Please be sure to mail the original check to the following mailing address: United AirlinesBaggage System Tracing Lockhaven Drive Houston, TX 77073 Attn: Janet *** Thank you for your cooperation, Mr***. We look forward to continue serving your and your family’s travel needsSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID *** Tell us why here

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Ms***
I am responding to your communication sent through the Revdex.comI am sorry to hear you were unable to travel while you were pregnant
We understand travel plans change when serious illness befalls the
traveler, traveling companion, or immediate family member
You purchased a non-refundable ticket, which cannot be refunded; however, in cases of serious illness, United may be able to refund the change fee (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 via united.com
Please include the following: letter from the physician (on official letterhead) stating travel was not recommended, passenger *** 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
XXXXXXX

Complaint:
I am rejecting this response because:I did not see any apology from the previous responds. I see responds that refuse to admit any faultsI see buck-passing by keep repeating "the changes made to your travel plans were due to phone call from you requesting the changes" and "You were given all of the options available", both of which are not true, as I explicitly explained in the previous emails.
Sincerely,
Jing **

Revdex.com:
Thank you for your help with this case I asked you for help two times before in dealing with large companies that were extremely ch***ging and daunting to deal with Just like in those cases, this case was far more manageable because Revdex.com was my ally in finding a resolution Thank you so much for your help
*** ***

Dear Shawn ***I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear you were advised that the $change fee would be waived and our Refunds Department was unable to assist you. 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 Customer CareCase: ***

Complaint:
I am rejecting this response because: the he fare of the new ticket I'm requesting is less than the old fare and I'm not saying I will not pay the fee, I just want everything deducted from the credit amount I have of $ The new tickets cost $plus reissue fee =$I will still have a credit amount left The way the company works make it impossible for customers to use their amount paid
Sincerely,
Elizabeth ***

April 4, 2016Dear Mr**:We are sorry to hear of your complaint filed with the Revdex.com regarding your round-trip reservation for travel in May, 2016, between Washington Dulles and Orlando.We regret your disappointment with the terms and conditions of our fare rule policies considering
you are requesting that an exception be made to refund your non-refundable tickets based on the unfortunate Zika virus situationUnited did implement a travel notice to customers who are concerned about their ticketed travel to a country affected by the Zika virus (as listed on the CDC website). However regrettably, it only applies to customer tickets that were issued on or before February 29, 2016, and whose ticketed travel was to a country as listed on the CDC website.As previously informed by our Customer Refund Services department, we allow our customers to apply the value of their unused ticket towards future United travel less a service fee and any applicable difference in fare.A ticket must be reissued within one year from the date of issue but, travel may commence after that. As a rule, our schedule is open to book days out. When you are ready to make new travel arrangements you may contact one of our Reservation Specialists at 1-800-UNITED-(1-800-864-8331).and provide your unused ticket numbers. Mr**, as a MileagePlus member we sincerely appreciate you and your family's business. We look forward to a future opportunity to welcome you on board.Sincerely, Judy *** United Airlines Corporate Customer CareRef # ***

Dear Ms***:I regret you were disappointed in our answer and ticketing fee policy. This Close In Service Fee applies to all bookings made when done within a certain time period loser to the flight. While you have voiced your disagreement this fee is non-refundableThe fee is charged for award bookings and applies per ticketTo avoid paying this additional expense, book and ticket your reservation with united further in advance.We carefully manage our seat inventory to maximize the number of seats available for awards. This charge helps us manage the cost of open seats. While not the answer hoped for, is never our intent to inconvenience our passengersI am very sorry if your expectations were not met We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards, *** *** Corporate Customer Care*** Tell us why here

Complaint:
I am rejecting this response because: I did all of this on 1/9/and have yet to receive any type of responseSince this bag was purchased on Amazon I emailed the receipt to [email protected] as she requestedI requested she confirm next steps and she did not respondI have not yet received a check to compensate for the damaged bag
Sincerely,
Kristen ***

Dear Yasameen ***:I'm responding to a complaint forwarded to us from the Revdex.com.We understand travel plans change when illness befalls the traveler, traveling companion, or immediate family member Most tickets require a change fee for reissue; however, in cases of serious
illness, United may be able to refund the change fee or ticket, 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 via united.com 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 *** Travel should have advised you before you purchase your ticket the Terms and Conditions of the ticket you were about to purchase. Tickets are non refundbale and non transferable and a name change is also not permitted after the ticket has been purchased. We recommend that pregnant women consult with their physicians before travelingWe require a letter of authorization from the physician when travel occurs within seven days of the anticipated delivery dateSafety regulations regarding the use of seat belts must be observedWe appreciate your business and look forward to welcoming on board a future United Airlines flight. Regards, LeMarkus ***Corporate Customer CareCase:

Initial Business Response /* (1000, 5, 2015/09/16) */
Dear Mr***:
I'm responding to your complaint forwarded to us by the Revdex.com
I am very sorry to learn that*** baggage sustained damage during her September travel with United AirlinesOur goal is to always
provide our passengers and their belongings with safe and reliable service, and we apologize for this incident
There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from two of our San Francisco Baggage Service agentsWe work hard to correct problems brought to our attentionAlthough we cannot provide specific details about the internal investigation, please know we take your concerns very seriously
Our airport personnel are responsible for inspecting damaged baggage, determining liability and resolving the issue locallyI regret any miscommunication regarding the resolution of the damaged bagAlthough we are unable to honor your request for reimbursement because the damage is outside our policy, your family's circumstances warrant additional consideration
I have submitted refund requests, Request ID *** to our Refund Services for the two checked baggage chargesPlease allow -business days for processingRefund Services will contact you via e-mail once the refunds are completeYou may also check the status of your refund on united.com
As an expression of our apologies, a $electronic travel certificate will be sent to you within to business days
Mr***, we appreciate your support and are working hard to provide the optimal service you deserve
Kind Regards,
***
Corporate Customer Care
Case***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I prefer NOT to have a travel certificate but reimbursed via check for the baggage and forced baggage costs
Final Consumer Response /* (4200, 11, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not flying United anymore so the electronic travel certificate is uselessI paid for the luggage to be brought back, I guess I will contest that with the credit card company, I do not want a travel voucherPlease reimburse via checkCFR - DOMESTIC BAGGAGE LIABILITY states that you will reimburse me with $, not a travel voucherNext step for me is to contact the FAA and put in a complaint, then we will meet each other in small claims court
Final Business Response /* (4000, 16, 2015/10/06) */
Dear Mr***:
I am responding to your additional correspondence forwarded to us from the Revdex.com in regards to your daughter's damaged bag claim
Specific guidelines outlining the limits of liability for checked luggage can be found on united.com under "Travel Information" then select "Baggage Information"I regret that*** luggage was damagedOur airport personnel will determine liability and resolve any damage bag claim locallyOur baggage claim representatives assessed the bag and explained that the damage is not covered and provided a printed copy of our liability limitsOur liability limits are also noted under Rule (Additional Liability Limitations) of our Contract of Carriage
An exception was made to refund the two $baggage fees and issue the $travel certificate as a gesture of our apologiesNoting that the baggage is new it may be covered under the manufacturers warranty
Mr***, we 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 your family again
Kind Regards,
***
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,
*** ***

Dear Prem ***: I am responding to your correspondence addressed to the Revdex.com I'm so sorry to read that your travel didn't go as planned. I can only imagine how frustrating the flight irregularities must have been. We're constantly looking at how we can
improve when handling these situationsI apologize for the upsetting events. You should always have a positive experience with UnitedWhat you described isn't reflective of our commitment to providing exceptional customer service. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas so that we can provide exceptional customer service. I sent on your feedback about the difficulties you experienced resolving your concern which help us improve our service.I took care of this for you and submitted a $refund request of your two baggage feess. Please allow up to business days for processingIf you'd like a general update during that time, you canvisit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxThank you for letting me resolve the issue I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon. Kindest Regards, Laura ***Corporate Customer CareCase ***

Complaint:
I am rejecting this response because:The response did NOT answer any of my questions in my previous complaint, which is the following:* Why would we need to pay for the mistake made by United? We made three calls before travel to confirm the ticket was ready to goPhone records are in the systemWe need to confirm this is not our responsibility.* The infant lap ticket with no seat was charged > $In the first response from United (case: ***), it's obviously said that it was treated as a ticket with seatNow you still said it's correctIt's obviously contradictoryThe difference between a ticket with seat and a ticket with no seat is hugeThe infant lap ticket should only be 10% of a economy class ticket with seatThis is contradictory from "The infant fare is based on the economy full unrestricted fare based on your route and was charged accordingly." (we should not pay 100%, but 10%) We need a proof that a economy class ticket with seat is > $on that dayEven if we needed to pay the infant lap ticket with no seat, it should be close to what we were charged last timeI never heard that an infant lap ticket with no seat were charged > $400.* Travel certificate does not even compensate for what we have paid, and why would I need a certificate with one-year expiration period instead of getting a refund for a charge that we are not responsible for?Let's escalate this issue to your manager and see what is response from your manager
Sincerely,
Miaomiao ***

Dear Miss ***:I am responding to your correspondence filed with the Revdex.com regarding your November travel.I apologize for the inconvenience you experienced when our published schedule changed and you received no notificationI realize how frustrating this must have been
Although we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences. When youbook through a travel agent (***) they are responsible for notification of a schedule change.Let me assure you that our focus is to provide our customers with the best service experience possibleI'm sorry for the added challengesyou encountered when your connecting flight cancelled. In addition to the $electronic travel certificate, we’ll send you a $*** gift card. You should receive the gift card via mail in business days. We appreciate your loyalty and know, as MileagePlus member, it’s the experience of flying United that matters most.Miss ***, we look forward to offering you a better experience the next time you fly with us.Kind Regards,Laura ***Corporate Customer CareCase 9844731 Tell us why here

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department regarding your report of missing items from your checked baggage. In order to address your concerns, you need to submit a claim form and include your receipts. The
claim form is located on our website, and I have provided the URL for your convenience: https://www.united.com/web/en-US/content/travel/baggage/missing-items.aspx. You may email this information to [email protected]. If you have further questions or concerns regarding this matter, please do not hesitate to contact the Baggage Resolution Service Center at 1-800-***. Thank you for your cooperation, Ms***Sincerely, *** *** Corporate Customer Care United Airlines Case ID *** Tell us why here

I did not fly your airlines I flew a different airlineI asked your employee for help it was 12/at 3amThe employee had on a blue shirt and was an older man with white hair in the Atlanta airport
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,
*** ***