United Airlines

Dear Ms***:After reviewing your case we have submitted a refund request for the bag fee charge to the Refunds department for their review and considerationThey will contact you directlyIf you wish to check on the progress of this request they can be contacted at: (800) 932-2732, option for Refunds, please refer to request number: ***. We also have voided the original Electronic Travel Certificate and issued a new one, please allow up to business days for processing.We appreciate this opportunity to respond and thank you for choosing United Airlines.Regards, James ***Corporate Customer CareCase: 10097908Revdex.com Case #:

Dear Ms***:I am responding to your communication filed with the Revdex.com.The behavior and attitude you described about one of our flight attendant's on your recent flight to Chicago are clearly not reflective of our commitment to providing our customers the highest level of service,
and I apologize for the negative impression this situation has createdAll United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for our customersPlease know that we are sensitive to your concerns and will share them with the management team responsible for our In-Flight Services department for internal review and appropriate actionAlthough we are unable to provide you with the generosity you have requested in the form of a refund, we will deposit 5,bonus miles into your MileagePlus accounts as a gesture of goodwill. Please visit united.com/MileagePlus to verify your mileage balance after five to seven business days Again, 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 a MileagePlus customer, your continued support is very important to us, and we look forward to serving you again in the very near future.Regards,Julie ***Corporate Customer CareCase ID:

Dear Mr***: Thank you for your reply. I regret you were not notified your flight UA4780, on February was canceled before you arrived to the airportThe decision to delay or cancel a flight is often made at the last possible minute, and in the event a flight is canceled in time for us to notify our passengers before their arrival to the airport, every effort is made to do soI do apologize for the inconvenience this caused. Flight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a resultUnfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis. United Airlines offers a unique and free flight information update service called Flight Status NotificationWhen you use Flight Status Notification, United will send an e-mail to your pager, mobile phone, or e-mail inbox at a specified time prior to your scheduled departure or arrivalThe message will include the current departure or arrival time and gate information (when available)To sign up to receive Flight Status Notification, please visit the Travel Information section on united.com You should be able to count on us for reliable transportation, and we let you down this timeAlthough I can’t change the event that caused the cancellation, I would like the opportunity to make things right with you and regain your trustTo help make amends, I am sending you an electronic travel certificate that can be used toward another United or United Express ticketYou can expect delivery via email within 1-business daysThe terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useThe certificate can be redeemed on united.comIncluded will be the PIN to be provided when the certificate is redeemed for use towards future travelThe ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinationsMr***, we thank you for your business and we look forward to another opportunity to deliver the experience that you deserve Kindest regards to you. Leyly *** Corporate Customer Care

Dear Mrs***-***:Please send me your flight information along with your delayed baggage claim number. Regards,*** ***Corporate Customer Care

Dear Ms***: I regret you were not happy with my previous response I apologize you feel our reservation agent did not advise you of all the fare rules of your ticket when you inquired about changing the ticketHowever when you purchased your ticket you agreed to the terms and conditions of the ticket once purchased and per the terms and conditions you must use the ticket in the order to which it was purchasedWhen you are ready to rebook your travel please use confirmation, *** and remember the ticket is valid one year from date of issue so you would need to rebook your travel by April 6, Thank you for flying the friendly skiesRegards, Ms*** Corporate Customer Care *** Tell us why here

Dear Mr***I am responding to your communication submitted to the Revdex.com.I'm sorry for the circumstances you have described about your family members' travel experienceSo that we can research then information and address your concerns, please provide the following
information. Passenger name:Frequent flyer number (if available):Flight Number:Flight Date:Ticket Numbers (digits beginning with 016):United Confirmation number:Thank youRegards,Julie ***Corporate Customer CareCase 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
The names of all travelers:*** *** *** * *** ** ***@gmail.com*** *** *** * *** ** ***@gmail.com*** *** *** * *** *** *** * *** Our confirmation number was ***
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 me
Thanks for the refund of the fee, and I will let United know should it not be credited to my credit card in the next cycleI have one question: I checked my mileage statement from United, and noticed that the credit was made using the dates when the miles were used (Nov and Mar 2016), not as a "current" dateIs this the way it should read? Just confirming
Sincerely,
*** ***

Dear Mrs***:The Revdex.com has contacted United Airlines Customer Care Department on your behalf, and in order to address your concerns, I kindly ask that you provide me with additional information such as a written account as to what occurred during your travel with United, your
reservation confirmation number, 13-digit ticket number, and your ticketed travel date and flight number. Thank you for your cooperation. I look forward to your reply.Sincerely,Suzanne ***Corporate Customer CareUnited Airlines Case ID ***

Dear Ms***: I'm pleased to let you know that 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 numbers are ***, ***, ***, 21172103 If you'd like a general update during that time, you can visit: https://www.united.com/web/enUS/content/reservations/refunds/refund.aspx Thank you again for letting me handle this issue I appreciate that you chose United for your travel; we look forward to welcoming you on board a future flight soon. Regards, Lisa ***Corporate Customer CareCase#

Dear ***:I am responding to your communication sent through the Revdex.com.You purchased non-refundable tickets, which ticket coupons must be used in the order they were issuedAlso, customers must cancel their reservation prior to the departure of the flightFailure to adhere to
either of these ticketing rules will result in the ticket having no valueIf your ticket allows changes, you have one full year from the date the ticket was issued to reschedule your travel plansChange fees and any applicable difference in fare will apply to the new itinerary. We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Lilia ***Corporate Customer Care

Dear Mr***:I am responding to your communications sent through the Revdex.com.I see my colleague Mrs***, has already addressed your concern and gave you each a $*** goodwill travel certificate.As your receipt and Mrs***, noted, bags must be checked and boarding passes
obtained at least minutes prior to scheduled departure, therefore, you need to be at the airport with plenty of time to cheand obtain your boarding pass.Also as travel was provided, you do not qualify for a refund.We appreciate this opportunity to respond and look forward to serving you.Regards, Lilia ***Corporate Customer Care***CheRequirement - Bags must be checked and boarding passes obtained at least minutes prior to scheduled departureBaggage will not be accepted and advance seat assignments may be canceled if this condition is not metDear Ms***: I am sorry you and your brother experienced long lines when traveling from Mexico back to the US on March 5, 2016. Although Minimum CheRequirement for checked baggage and boarding passes is minutes prior to scheduled departure, during peak traffic hours most international airports recommend to allow three hours processing timeThis information is on our website united.com Home > Travel information > Airport information > Cheand airport processing times I am happy to see our Customer Refund Services has refunded the $same day change fee I regret we are unable to honor your request to refund the fare difference, baggage fees, or phone charges. Therefore as a gesture of goodwill I have requested an electronic travel certificate for you and your brother Joseph ***You will receive the certificates in a separate email within to business days. We consider it a privilege to serve as your preferred travel partner and look forward to the opportunity to see you aboard again soon. Regards, Georganne ***Customer CareCase:***

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.I received notification yesterday from my credit card company, on 2/2/17, that the additional $was indeed refunded to my cardThank you for resolving
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 meI would like to note that I did reach out to United Airline Customer care twice with no resolve before filing this compliant.
Sincerely,
Keshia ***

Dear Mr***:We are responding to your communication filed with the Revdex.comOur records indicate you also filed a complaint with the United States Department of Transportation regarding your reservation to Los AngelesOur DOT Specialist, Mr***, responded to your concerns
on October 7, A copy of his communication is provided below.--------------------------------------------------------------------------...⇄ Mr***: Your email addressed to The US Department of Transportation was forwarded to my attentionI’m sorry for any misunderstanding regarding the ticketing and fare rules of your ticket and can empathize with your disappointment when your reservation was cancelled. I understand you did not show up for your outbound flight on September 30, and were upset that the remaining flights in your itinerary were cancelledPlease note, as part of the ticket's rules, you must use the ticket in the order the itinerary was bookedAlso, you must cancel your reservation prior to the departure of the flightFailure to adhere to either of these ticketing rules will result in your reservation being cancelled and the ticket having no value. We must respectfully decline your request to reimburse you for the cost you incurred to purchase a new ticketAlthough I am unable to refund the original ticket, I have authorized an exception to restore itWhen you are ready to confirm a new reservation, please contact United Reservations 1-800-UNITED-(***-***) and include your original confirmation code, *** and ticket number ***Please know that a change fee will be collected and a difference in fare may applyAs a reminder, you have one year from the issue date to exchange this ticketYour ticket was originally issued on September 27, so it must be reissued by September 27, 2017. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Sincerely,*** *** DOT SpecialistCorporate Customer CareCase ID ***-----------------------------------------------------------------------------...⇄ All things considered, we do support Mr***'s decision to reinstate your original reservation (***)As previously communicated, when you are ready to confirm a new reservation, please contact United Reservations 1-800-UNITED-(***-***) .As always, thank you for choosing United AirlinesRegards,*** ***Corporate Customer CareCase ID: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Han [redacted]

Dear Ms. [redacted]  Your letter to the Revdex.com was forwarded to us and I am glad to respond on United's behalf. We appreciate your concern and feedback on purchasing the travel agency ticket to fly on United. Please be aware that travel agencies may set their own rules regarding refund policies, but...

please also know that United cannot refund a ticket purchased elsewhere. Check with the travel agency on using the same ticket within one year from the date of purchase, even for a totally different itinerary either international or domestic, as usually  agency tickets may be reapplied that way. If the new fare is higher and/or there are change fees, those would apply as well. Thank you for this opportunity to respond. We hope to welcome you on board United very soon.  Regards,   [redacted] Corporate Customer CareCase:10[redacted]

Dear Mr. [redacted]:I have reviewed your case once again as I was the original manager that was sent your initial email to United Airlines.  I regret that I was out of the office and was not aware that you had sent in an additional email to my response.Per United flight operation, [redacted] was...

recorded as ATC cancellation.  Our flight schedules are never guaranteed.  I understand that you are stating that according to www.[redacted] had no issues with airport at the time.  I can only advise you what United Airlines is stating and what is recorded as why the flight was cancelled.I certainly understand that when you arrived for your rebooked flight and was advised that you would not make your connecting flight, you made the decision not to travel as United Airlines would not pay for your lodging and meals.  United Airlines refunded your ticket.  If you would have taken the flight, then the agent would issue you a $300.00 electronic travel certificate as a goodwill gesture.  Your ticket again was refund in the amount of $346.87.  United Airlines will not issue you compensation on a flight issue that you made the choice not to travel. Under United Airlines contract of carriage, which you may view at www.united.com, states when the situation is beyond the control of United Airlines, United Airlines will not offer compensation for passengers of the said flight, nor will United Airlines reimburse consequential expenses of any passenger.  Your rebooked flight was overbooked and again United Airlines would have issue compensation and rebooked you on another flight.  I certainly understand the reasoning why you made the decision not to travel and be refunded your ticket.Mr. [redacted], I will make an exception I realize that you were upset and frustrated by your flight issues with United Airlines.  As an exception to our contract of carriage and our policies, I will authorize an electronic travel certificate for you in the amount of $150.00.  The certificate will be sent to your email address within 3-5 business days.  The certificate is valid one year from the date of issue.  United Airlines does appreciate your business.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:   Thank you for your reply.   I regret to read that you are still not satisfied with our response.   You have asked us to review your case; however, your refund of the unused upgrade fee, $225 per ticket (a total of $450.00), was refunded back to the original form of payment, credit card ending in 6105.  The refund was processed as of January 4, 2016.  Please verify with your credit card bank for this credit.   We understand how disappointing this was for you and we apologize for the factors that contributed to your overall dissatisfaction. Please rest assured that we take your concerns very seriously and I have filed a formal complaint with the appropriate management teams for their internal review.   It is never our intent to inconvenience our most loyal customers, and I wish to express our true regret in failing to meet your valid expectations. Your feedback will help us evaluate what has happened and allow us to take action to improve our services. We appreciate the time you took to share your experience with us and the opportunity to apologize for any inconvenience.   As a gesture of concern for your experience and in the interest of customer relations, I will be sending you and your wife a $100 electronic travel certificate, and it is my hope you will enjoy using it at some point in the future. Please allow 3-5 business days to receive it on a separate e-mail.   The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to use. The certificate can be redeemed on united.com. Included will be the PIN to be provided when the certificate is redeemed for use towards future travel. The ETC is valid for one year from the date of issue and is valid toward the pur[redacted] of air transportation to any of United Airlines worldwide destinations. We have responded with care and concern, and certainly encourage you to accept our goodwill offer in the spirit in which it was intended. We appreciate your time and business and look forward to an early opportunity to regain your confidence.    Kindest regards,   Leyly [redacted] Corporate Customer Care 10007351

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