United Airlines

January 19, 2016 Dear Mrs. [redacted] We are sorry to hear of your complaint filed with the Revdex.com regarding your reservation for round-trip travel between El Paso and Nashville on United and United Express.   If we may respectfully note that as a member of our...

Armed Forces we truly appreciate all your husband does to help keep our country safe.   We regret to learn that a family emergency created the need for you to change your reservation.  Our records reflect that our Customer Care colleague responded to your inquiry prior to your outbound travel date.  It was mentioned that you would need to make the appropriate changes to your reservation and pay any necessary fees.  However, once your voluntary change was made you could submit a request to our Customer Service Refund department to refund the change fee provided appropriate documentation was provided. We have included a copy of our previous Customer Care correspondence below so the Revdex.com may update their records with our first attempt to address your concerns.   Regrettably, our records do not reflect that an itinerary change was requested which would have required additional charges to be paid at that time.  Therefore, your round-trip reservation was cancelled.  Mrs. Roubik, we sincerely appreciate you and your family's business.  We hope you will not judge us based solely on this experience but will re-consider and allow us a future opportunity to regain your confidence in our ability to serve you and your family. Sincerely, [redacted]United Airlines Corporate Customer CareRef # [redacted]  --- Previous Customer Care Response --- December 9, 2015 Dear Mrs. [redacted] I am sorry to hear about your grandmother. We understand travel plans change when serious 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 documentation. You will be required to pay the applicable change fee when you schedule the new dates. Once 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. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, [redacted]Customer CareCase[redacted]

Dear [redacted]Your latest correspondence with the Revdex.com
has been forwarded to my attention for review.  I’m sorry that you continue to be disappointed
with United’s checked baggage liability policy.  I understand that you arrived into Chicago and
had to make your connecting flight to Seattle without much time, so your
daughter ran ahead of you to gate ** and gate checked her tennis racquets.  I’m sorry that by the time you arrived it was
too late to retrieve the checked items.  Since the tennis racquets were not packed properly to prevent them from damage,
we are unable to assume liability for the fragile items.  I do hope you are able to use the electronic
travel certificates issued previously and give us an opportunity to regain your
trust and confidence.[redacted] as a loyal member of our Mileage Plus program,
your business and satisfaction are especially important to us.  We understand the value of your decision to
fly with us and we'll make every effort to leave a better impression when we
have the privilege of serving you again.Best regards, [redacted]Corporate Customer Care [redacted]

Dear Mr. [redacted]:Thank you for your response.  I certainly understand that you were complaining about not being able to use two certificates for one reservation.  What most of our passengers do if they have been given two travel certificates is make two reservations, one of the husband and one for the wife.Under "CERTIFICATE TERMS AND CONDITIONS" you will see item 5 as follows:5. If 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 reached. This certificate cannot be combined with other travel certificates with promotion code [redacted] or other travel certificates that represent a form of payment.This is printed on every certificate that we issue.United Airlines will not refund your wife's credit card for the amount of the certificate.  Our terms and conditions are clearly printed on each travel certificate.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:The Revdex.com has forwarded your communication to me for a response.I'm sorry to learn that our system declined your refund request due to the fare type and because the schedule only changed by 10 minutes. I have re submitted the refund request asking for it to be worked manually. Meanwhile, your patience is appreciated.We appreciate the time you took to share your thoughts with us and giving us the opportunity to apologize for any inconvenience. Regards,   Maria [redacted] Corporate Customer CareCase:  [redacted]Tell us why here...

Dear Ms. [redacted]:There is only a slight possibility that the aircraft could change again, however, I wanted to advise you this could occur. Our system will automatically process seat changes at that time. If an upgradeable seat is available, you could be confirmed and it would not be necessary to pay an additional upgrade fee. If you are notified of another schedule change, I would recommend contacting United Reservations at 1-800-[redacted]) to confirm the change and seat assignments.In addition, Customer Care handles past date travel issues. As mentioned, if there are no further changes, you may contact us via our website once travel is complete in March and we can submit a request to our Refunds Department to process any applicable airfare refund, please refer to Case ID: 11054300 We look forward to serving you again soon. Sincerely, [redacted]Corporate Customer CareCase ID:  [redacted]

Dear Ms. [redacted]:The rules an regulations of your ticket are found on your itinerary and is advised to you if purchased with a reservation agent. On behalf of United Airlines, I want to apologize for the inconvenience you experienced as a result of the 45 minute delay of flight [redacted] on September 16, 2016..   Please understand that we do work hard to minimize flight problems. Our goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priority. 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 result. Unfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis.   While we regret the inconvenience you experienced due to your flight delay, we are often unable to provide compensation for flight delays less than four hours. It is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not met.  I have requested a travel certificate as a goodwill gesture in the amount of $50.00 that will be sent to you in a separate email in 3-5 business days.    We appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenience.  Regards, [redacted]Corporate Customer CareCase#[redacted]

Dear Mrs. [redacted]:I sincerely apologize that your checked in luggage is delayed.  I have found your flight information and will reach out to our Baggage Resolution for their assistance.  As soon as I hear back from the Baggage Resolution office, I will contact you.United Airlines always...

advises our passengers to never check in any medication in a checked in bag departing or arriving.  It is important to us that our passengers have their medication in a carry on bag while traveling with United Airlines.Per United flight operations, UA1173 was recorded as 113 minutes delayed arriving into Newark and I regret with the delay you missed your original connecting flight UA4056.  You were rebooked on UA4006 which was an hour and 20 minutes later.  Under United Airlines contract of carriage, United does not offer compensation for any flight delay under 4 hours including missed connecting flights.  I will of course as stated response back to you when I hear from Baggage Resolution concerning the delayed bags. Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention. We apologize for any confusion surrounding the MileagePlus Chase credit card. With the information you provided, I have submitted a refund request for the two $25 baggage fees. The reference...

numbers are [redacted] and [redacted] . Please allow 3 -5 business days for processing. United Refunds will contact you via e-mail once the refund is complete. As a MileagePlus member, you have made a significant contribution to our airline, and I want to thank you for your business and continued loyalty. We look forward to serving you in the near future and I am confident we will continue to work hard and earn a better report on your next flight. Regards,Melinda [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted] The Revdex.com has shared your information with United Airlines Customer Care Department, and in order to address your concerns, we ask that you provide us with additional information such as your reservation record number and your 13-digit ticket number beginning with...

the numbers [redacted] Thank you for your cooperation.  We look forward to your reply.   Sincerely,   [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Complaint: 11547791
I am rejecting this response because: Though you have acknowledged that you followed all required laws you have failed to acknowledge the lack of employee understanding about your companies own policies which started the whole issue. You have also failed to address my concern over the lack of documentation on your receipts which further exacerbated the issue and cost me additional money. The receipts lack of information is also now allowing me to collect a refund on the first class tickets that were purchased, even though the boarding passes and seat numbers clearly mark her seats as being in first class. In fact, in no response from the company have you mentioned any of this, even though this feels like a class action suit waiting to happen. I do acknowledge that I received a certificate of $150 for a future flight. However, I have seen this company fail to honor those certificates in the past, and do not trust the company enough to use the certificate or book a flight through their system or customer service ever again. I would not recommend them as an airline in the future.
Sincerely,
Daniel [redacted]

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. 
I would like to know how much the refund will be and where the credit will go? Please let me know.  Thank You
Sincerely,
[redacted]

Dear [redacted]

I am sorry you were unable to board your connecting flight. 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 day. Unfortunately, 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. When this occurs, we want to minimize the impact to our customers as much as possible, but we are usually unable to delay scheduled departures. We try to make decisions that are in the best interest of the majority of our customers. Holding a plane for late-arriving connecting customers could have a cascading effect, jeopardizing departures for hundreds of customers down the line. Your letter conveys the inconvenience you endured as a result of our flight delay and not being able to board your connecting flight.
Flights cannot always be held past scheduled departure times for connecting passengers. Airport and Air Traffic Control personnel make these decisions on a case-by-case basis. Pilots and airport staff work hard to keep our flights landing and departing on schedule to prevent a "cascading" effect that results in delays and cancellations throughout the day. Flights are sometimes held for connecting passengers, but this is the exception and not the rule. Once the door is closed, it is usually not opened for late-arriving customers.
We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind.
We are working on a number of initiatives to improve reliability and decrease missed connections, which includes adjusting our schedule and refining our maintenance practices -- this is all a continuous fine-tuning process. 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.

As a gesture of concern, I will send you a travel certificate that will arrive to your email address within 72 business hours. It is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust.

Please know United does not absorb costs that are not part of your ticketed United itinerary. You may wish to file a claim with your travel insurance provider, if applicable.

Our goal is to create the world's most Flyer Friendly airline. We still have room for improvement, but that's the direction we're headed.

We appreciate your business and thank you for flying the friendly skies.


Regards,

[redacted]
Corporate Customer Care
Case [redacted]

Dear  Mr.  [redacted]   Thank you for taking the time out of your busy schedule to speak to me regarding your flight experience on March 6, 2017.  I want to apologize again for your flight disruption and unpleasant experience.  Based on the events and behaviors you described, I...

regret you 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 day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is ns ever our intention to deliberately cause you distress of any kind.   As agreed in our phone conversation, I will send you an Electronic Travel Certificate ($400.00) for you to utilize towards your next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.   We do want you to know that our airport station managers, operations, MileagePlus teams and senior leadership spend a good deal of time reviewing comments from you and other customers.  We realize that you have a choice of carriers; however we would like to continue our business relationship with you.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.   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 approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight.     Regards ,   James [redacted] Corporate Customer Care Case ID – [redacted]

Dear Mr. [redacted]:We appreciate you contacting us through the Revdex.com. I'm sorry to hear of the difficulties you experienced with your upcoming reservation to Maui on Hawaiian Airlines. To remove some of your worries, I've authorized a change back to HA508. The changes have been made to...

your reservation and seats for you and your family have been assigned as well. We're listening more than ever and working hard to be your airline of choice. This feedback helps us get there. On behalf of our United family, we value your loyalty as a MileagePlus member and look forward to welcoming you aboard your next flight.Best Regards, Marleina [redacted]Corporate Customer Care, United AirlinesCase: [redacted]

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,
Yair [redacted]

April 8, 2016Dear Ms. [redacted]:We are sorry for your continued disappointment considering you have submitted an additional correspondence to the Revdex.com.  We can empathize with your frustration regarding not being able to combine electronic travel certificates however, our current automation does not permit us to do so.  Regrettably, we are unable to provide a partial ticket refund or apply a travel certificate to a ticket that has already been issued.  But, based on your original correspondence we have authorized to void your two $[redacted] electronic travel certificates and will be issuing you a single $[redacted] electronic travel certificate instead.  The new electronic travel certificate number along with the terms and conditions will be emailed to you under a separate cover.  Please allow up to five business days for receipt.  This new electronic travel certificate will be valid one year from this new date of issue.  Ms. [redacted], as we recognize you have a choice of airlines, we hope you may re- consider and allow us another opportunity to welcome you on board.Sincerely, Judy [redacted] United Airlines Corporate Customer CareRef # [redacted]

Complaint: [redacted]
What phone number would that be? I couldn't figure out what phone number you are referring to.
Sincerely,
Daniel [redacted]

Dear Ms. [redacted]   We received your letter via the Revdex.com. However, I see you were able to speak with my colleague [redacted] to come to an amicable agreement prior to my receipt of this letter.   Reference case [redacted]; in which you were able to discuss by phone with...

[redacted], the events as how they actually took place and she was able to extend additional goodwill to all parties in your travel group.   Please accept my apology as well for the inconveniences and frustration of the initial cancellation and the subsequent impact.   I hope that our next opportunity to serve you will earn a more favorable review in both air travel and customer service.   Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Dear Mr. [redacted]:   I’m sorry we didn’t get you to your destination as scheduled.   You should be able to count on us for reliable transportation, and we let you down this time. Although I can’t change the event that caused the delay, I would like the opportunity to make things right with...

you and regain your trust. To help make amends, I am sending you an electronic travel certificate that can be used toward another United or United Express ticket. You can expect delivery via email within 1-2 business days.   We thank you for your business and we look forward to another opportunity to deliver the experience that you deserve.     Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Tell us why here... Dear Ms. [redacted]:The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight delay you experienced on January 9, 2018, which caused you to miss your connecting flight to Memphis.  Our records reflect...

that the delay of Flight 764 was the result of a late inbound arrival which was delayed due to air traffic congestion. We realize that flight delays and missed connecting flights do cause major inconveniences for our customers, and we certainly do not question the feelings of frustration that can develop as a result.  While the air traffic conditions posed a challenge for our operations on that day, we are truly sorry for any disruption this caused you.  And we appreciate your letting us know about the service you received when you arrived in Denver.  Your helpful feedback has been shared with our Airport Operations and Customer Service teams. While we cannot undo the circumstances you experienced, we would like to present you with an electronic travel certificate as a gesture of our concern which you will receive under separate cover.  Please allow at least 24 hours for receipt of the travel certificate via email.  In the meantime, your patience is appreciated.  Thank you for your business, Ms. [redacted].  We look forward to continue serving your travel needs in 2018.  Best wishes for a joyous and prosperous New Year.Sincerely,Suzanne [redacted]Corporate Customer CareUnited Airlines Case [redacted]