United Airlines

Complaint: 11152361 Dear Ms. [redacted],
Thank you for your Revdex.com business response of March 8, 2015.As you suggest, my wife, Claire [redacted], and I will work through other United offices to find a suitable resolution. Yours sincerely,David [redacted] Case: 10080518

Dear Jianxiong [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com. We are sorry for the inconvenience you experienced on your recent 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 or canceled. When this occurs, we want to minimize the impact to you as much as possible and keep you informed. We are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is 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. The following information is outlined on united.com: Damaged baggage:Though United carefully handles and transports our customers' luggage, your checked baggage may show evidence of wear based on normal handling. If you believe United damaged your checked baggage, please review this page to see how to report your claim. Damaged baggage cannot be reported via email or through the website.United is not liable for the destruction, loss or damage of any baggage caused by its inherent defect or poor quality as well as the following conditions that result from normal wear and tear:Minor cuts, scratches, scuffs, dents, dirt and stainsDamage to wheels, feet or extending handlesDamage to fragile or perishable itemsDamage because of over-packed baggageLoss of external locks, pull straps, security straps or zipper tabs*Reporting damaged baggage*When reporting damaged baggage, please make sure to leave your bag tags attached to your luggage.If you’re still at the airport…Report damaged baggage to the airport Baggage Service Office, located near the baggage claim area, immediately after your flight. A United representative will examine your damaged baggage and you will receive a file number. You may be asked to complete a damaged baggage claim form.*If you’ve left the airport*…For United-operated flights within or between the U.S., Guam, Puerto Rico and the U.S. Virgin Islands, damaged baggage must be viewed by and reported in person at the airport Baggage Service Office within 24 hours after flight arrival to be eligible for repair or replacement.For all international flights operated by United, damaged baggage must be reported in writing or in person at the airport Baggage Service Office no later than seven days after flight arrival to be eligible for repair or replacement.If your flight was not operated by United, please contact the airline that operated your flight.If you have additional questions about damaged baggage, please contact the Baggage Resolution Service Center at 1-800-335-BAGS (1-800-335-2247) from the U.S. and Canada or 1-281-821-3526 from outside the U.S. and Canada.As a gesture of concern, I will send you (2) travel certificates 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. 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, LeMarkus [redacted]Corporate Customer CareCase: 10664909

Dear Mr. [redacted]:The Revdex.com has forwarded your correspondence to my attention for response.  We appreciate this additional opportunity to address your concerns. I want to express our sincerest apologies for the many inconveniences that you endured with the refund of your...

ticket.  I have escalated this situation to our Refunds Department for processing.  They have advised that your refund was processed on July 24, 2017 and apologize that a confirmation letter was not sent to you.  When tickets are refunded the refunded amount goes back to the original credit card or form of payment used.  Please know that even though the refund was processed on July 24, 2017 your bank or Credit Card Company could have a processing time period to clear the amount similar to clearing a check.      Also, I want to let you know that the $60 you paid for your baggage has been submitted for a refund and our Refunds Department is working to have that completed as soon as possible. We apologize for the inconvenience and thank you for bringing this to our attention.  Your business and satisfaction does matter to us.Regards,   Juan [redacted]Corporate Customer CareCase:  [redacted]

Dear Mr. [redacted]:   I'm so sorry you were downgraded on your recent flight.   You intended to comfortably travel in First Class and we weren't able to take care of this for you or offer you anything similar on the same flight. It's not the way you wanted to travel and I regret we...

couldn't meet your expectations. I'll make sure to pass along your feedback. It helps us serve you better in the future. At times, unforeseen events cause this issue to occur. I apologize for any confusion.   As you are still traveling I am unable to request your refund so when you return home, please use the following link to request your refund of the difference in fare. https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx     We value your loyalty and look forward to welcoming you aboard another United flight.   Regards,   Cindy [redacted] Corporate Customer Care 11427218 Tell us why here...

Dear Ms. [redacted]: I first want to apologize for the flight interruptions experienced on May 27, 2016. We never mean to cause any of our customers an inconvenience and we are regret you were left with a negative impression. After reading your feedback it is clear we have failed you in this...

situation. I would like to offer a better understanding on our policy/procedures. When a flight is canceled we work hard to try and get you an alternate flight, if the flight we offer is unacceptable you have the option to decline and get a full refund, if you choose to use the ticket then a refund will not be granted. I realized you made changes to your ticket and paid the applicable fees and you arrived your destination later than planned. As a customer service gesture I am sending you a United Airlines Electronic Travel Certificate (ETC) via email within  3-5 business days.   We appreciate you allowing us to respond and for being a member of our MileagePlus program. Kind Regards, [redacted]Corporate Customer CareCase ID [redacted]

Dear Mr. [redacted]:Direct customer feedback about our products and services is so important in helping us to improve.I'm so sorry we had to place your carry-on bag under the plane. We realize our overhead bins are fuller than they have ever been. Our new aircraft offer overhead storage compartments...

that are generally larger than our competitors. Additionally, we are currently updating our existing fleet to maximize carry-on storage; however, during peak travel times, overhead space may become limited. Our airport staff and flight attendants will do all they can to maximize all of the space before asking customers to allow us to check their luggage at the gate. If asked to check your carry-on bag, please remove medication, fragile items, and personal valuables. For your convenience, our gate agents will immediately store your bag in the cargo section of the plane. The bag will be available at the baggage claim or gate area in your destination city.Your request for a partial refund of your ticket is appreciated however, we must respectfully deny your request as we do not refund used tickets.It is never our intent to inconvenience our passengers, and I regret your expectations were not met. An Electronic Travel Certificate will be sent to you in a separate email as a gesture of our concern. Please allow up to 7 business days for  processing.I'll also pass along your feedback so we can continue streamlining our process when it comes to bags. We apologize for any inconvenience.Our goal is to allow every customer the space they need. We still have room for improvement, but that’s the direction we’re headed. We hope to welcome you aboard another flight in the near future, and thereby have the opportunity to win back your trust. Thank you for flying the friendly skies.Regards, James [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention.Your email clearly expresses your disappointment and I would like to extend my sincere apology for any negative impression that may have been created. Please understand that the $25 baggage fee is only...

waived for the Primary Card Holder.  Since you are not the Primary Card Holder, the fee cannot be waived.The behavior you described is not reflective of our commitment to providing our customers the highest level of service.  When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional service. There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our reservations agent.I hope you will not rely solely on this incident when forming your opinion of our overall service. Your business is important to United and I'm confident your next travel experience with us will prove to be much better.As a gesture of goodwill, I am sending you a $25 travel certificate that can be applied towards a future flight with United Airlines which you will receive in a separate email within the next 3-5 business day.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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11629619, and find that this resolution is satisfactory to me.
Sincerely,
Jo [redacted]

Dear Mr. [redacted]   I regret you were not upgraded on your recent flight.   Our records indicate that your miles have been refunded as well as the additional $125 paid to upgrade the ticket.   Thank you for flying the friendly skies.   Regards,   [redacted] Corporate...

Customer Care [redacted]

Dear Ms. [redacted]:Thank you for taking the time to write.  In addition to the complaint you filed with the Revdex.com (Revdex.com), we also received three emails from you.  I regret we have taken longer than usual to answer your correspondence, and I apologize for the inconveniences...

you experienced as a result of irregular operations.  Flight 510 from Los Angeles to Newark was delayed on June 14th.  The delay would have caused you to miss your planned connection to Belfast International Airport.  Please understand that we do work hard to minimize flight irregularities. Of course the safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidable. Our airports agents work diligently in accommodating customers on the next available flight. We have verified our records and I’m happy to learn you flew to Belfast City Airport as an alternate city, via London/Heathrow on Air New Zealand. When you agree to alternate flight options, United is not required to provide a refund of the ticket or reimbursement of out-of-pocket costs. You indicated once you were rescheduled, wheelchair assistance was not provided. For future travel, please know that all customers who require mobility assistance must self-identify at every point during their travel.  This allows our staff to put a face with the name on the request in their reservation.  Also, we staff Complaint Resolution Officials (CROs) at all the airports that we serve.  A CRO is a disability specialist and customer advocate and is available upon request either in person or by telephone in the event of a disability service issue. The CRO will work to resolve the matter on the spot and in accordance with our policy.  A CRO can also be reached on our 24/7 Disability desk at 1-800-228-2744.   He or she can answer questions, address concerns and ensure our customers’ special service requests are properly documented in your reservation records. You indicated you did not receive wheelchair assistance once you were rescheduled on Air New Zealand.  As part of our Star Alliance partnership with Air New Zealand, certain requests must be handled by the operating carrier. For this reason, we have shared your correspondence with our colleagues there, and asked them to contact you as soon as possible. I was very sorry to learn there was a seating problem on your return flight from Newark to Los Angeles.  We always try our best to make sure you get the seat that you prefer. Sometimes, we relocate passengers due to an aircraft change or other unforeseen reasons. Respectfully, denied boarding compensation is not required because your flight from Belfast to Newark was not oversold; however, as gesture of goodwill and in hopes that your next travel plan with us will deliver the seamless customer experience you deserve, I have authorized an electronic travel certificate (ETC) for you to use toward a future United Airlines ticket purchase. Additional information regarding the ETC will be sent via a separate email in the next 1-2 business days. Ms. [redacted], I sincerely apologize we did not meet your expectations and hope your next flight goes better. I appreciate that you, a valued MileagePlus member, chose United for your travel. We look forward to welcoming you aboard your next United flight.Regards,Tera [redacted]Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care

Dear [redacted]:I'm responding to an email forwarded to us from the Revdex.com.We are committed to providing excellent customer service and will make every effort to meet your expectations. Please understand that we do work hard to minimize flight problems. Of course the...

safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidable.   If the purpose of your trip is to close a potentially lucrative business deal, to give a speech or lecture, to attend a family function, or to be present at any time-sensitive event, you may want to allow extra time and take an earlier flight.   Airline delays and cancellations are not unusual, and defensive planning is a good idea when time is your most important consideration. Our records indicates you've received a total of 7000+ 5500 Goodwill miles for this incident. 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.  We hope you accept it in the spirit in which it was given and that we can move on in our business relationship. We appreciate your business and look forward to welcoming you on board a future United Airlines flight.  Regards, [redacted]Corporate Customer CareCase: [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,
Jasmine [redacted]

Dear Mr. [redacted]:   The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the baggage delay.   Our Baggage Resolution agents have the most updated information on your delayed baggage claim. To speak...

with one of our baggage professionals, please call: 1-800-335-2247, 24 hours a day.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight as a valued Mileage Plus member.     Regards,   Shandai [redacted] Corporate Customer Care Case[redacted]

Dear Mr. [redacted]:Thank you for taking my call today.  It was a pleasure speaking with you.Again, I apologize for the poor travel experience that you had with United Airlines on January 11, 2018.  As promised, I have issued the $250.00 Electronic Travel Certificate which will arrive in a...

separate email within the next few days. We hope that you will use the certificate to give us the opportunity to provide the service you deserve.  I appreciate you choosing United for your travel and look forward to a more positive travel experience for you.   Best regards, Mary Beth [redacted]Corporate Customer careCase ID: [redacted]Revdex.com [redacted]

Dear Mr. Ocampo [redacted]:   The Revdex.com (Revdex.com) has notified United Airlines regarding your concerns about the ticket you purchased on May 5, 2016, under Revdex.com Complaint # [redacted].   Our records indicate you sent an email to United Airlines on September 13, 2017 regarding this...

same matter and we sent a response on September 21, 2017 apologizing for any confusion about our policy and advising you that our tickets are valid one year from the date of issue and your ticket expired on May 5, 2017.  I apologize if you did not receive this email message.   Also, I'm sorry you were unable to use your ticket before it expired. As you were previously told, we can't reinstate an expired document however; I'd still like to help. I'm sending you an Electronic Travel Certificate for the original ticket fare, which will arrive via separate email within a few days.  The certificate value reflects the amount United Airlines collected for the ticket price and does not include any fees you may have paid to your travel agency for processing the ticket.  Please let us know if you have any questions about United's ticket policy. We're always glad to assist.   We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs.   Regards,   Candance [redacted] Corporate Customer Care United Airlines Case:  [redacted]

Dear Ms. [redacted]: I can only imagine your frustration when you found out your luggage traveled on a different flight.   I’ll make sure to pass along your feedback so we can use it to improve. We never want to separate customers from their luggage, but there are times this may occur due...

to operational and unforeseeable situations. While I hope this doesn't happen again, we recommend packing items such as medications, prescription eyewear, required travel documents or personal items (e.g. house keys) in your carry-on bag, just in case. For additional concerns or questions, please contact our Baggage Resolution Center at 1-[redacted]. I'm so sorry for the inconvenience.   I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve. Regards, [redacted]Corporate Customer CareCase# [redacted]

Complaint: 11090993
I am rejecting this response because: Okay I am waiting. Please and thank you. 
Sincerely,
Sana [redacted]

Dear Mr. [redacted]:   The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry we were unable to get you to your destination as originally scheduled due to the cancellation of United Express 3503 as a result of Air Traffic Control.  ...

I regret that our representatives had no sympathy and made no efforts to rectify this situation. I can empathize with your frustration that our agent did not inform you that you could be added to the standby list via our app. We realize communication is essential and based on your comments; clearly we could have done a better job.   When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional service. At United Airlines, we believe all customers and co-workers are to be treated with dignity and respect. When we receive reports that a passenger feels they have been discriminated against in any manner, we take the issue very seriously. Please be assured that United Airlines neither approves of nor tolerates discrimination of any kind. There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our airport agent, Orlando. As a Premier Silver member, your expectations for a higher level of service and professionalism are not unwarranted and I recognize that your valid expectations were not met.   I understand the disappointment of not being offered a hotel or transportation options after the cancellation of your flight. However, we usually do not provide accommodations or for additional expenses resulting from weather, air traffic conditions or other circumstances beyond our control. To regulate traffic and resume normal schedules, ATC sometimes holds planes back or asks airlines to cancel a percentage of flights.   I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously. Although I can’t change the event that caused the cancellation, I would like the opportunity to make things right with you and regain your trust. To help make amends, I am sending you a $100 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.   I appreciate you choosing United for your travel. I ask that you allow us another opportunity to deliver the experience you deserve on a future United flight.   Regards,   Shandai [redacted]  Corporate Customer Care Case:10841942

Initial Business Response /* (1000, 5, 2015/07/09) */
Dear Mr. [redacted]:

I am in receipt of your email sent via the Revdex.com. ( Revdex.com) .

However your email does not include any ticket numbers so I may review your travel concerns. Please provide me with the ticket numbers in...

question, and file and or case numbers of requested refunds so I may follow up on these issues. Once I receive this information, I will be able to respond.

As a Premier Silver member, my apology for the confusion.




Regards,

Ruth [redacted]
Corporate Customer Care
Case XXXXXXX

Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MileagePlus Account - CVXXXXXX - Disputed Fee (KMMXXXXXXXXVXXXXXL0KM)
Dear Mr. [redacted]:
Our records indicate the disputed fee of $600.00 is still unresolved. The upgrade was received on United flight 32 on December 7, 2014 from Los Angeles to Tokyo in seat 3B; therefore, the fee is valid. In your previous correspondence you responded that the upgrade was not received; however, when you contacted the MileagePlus Service Center on December 9, 2014, you acknowledged that the upgrade was only not received on the flight between Tokyo and Singapore and asked for the award to be prorated.
Please note we are temporarily closing your MileagePlus account pending receipt of the fee.
Please contact the MileagePlus Service Center at XXX-XXX-XXXX to provide your credit card information.
Regards,
Tracey [redacted]
MileagePlus(r) Service Center

We appreciate your participation in the MileagePlus program and your support of United and our partners. We look forward to serving your travel needs again in the near future. For MileagePlus program information, please visit www.mileageplus.com.
PASSENGER: [redacted]
TICKET(S): XXX XXXX XXX XXX
REQUEST ID:XXXXXXXX
Final Business Response /* (4000, 9, 2015/07/10) */
Dear Mr. [redacted]:

Thank you for the response.

However the information provided does not match your request.

As this issue pertains to your Mileage Plus account, please contact Mileage Plus directly, as I am unable to provide the needed information. You may reach Mileage Plus either via: United.com > Contact Us > Mileage Plus Service Center or at: X-XXX-XXX-XXXX.

Agents with Mileage Plus are ion the best position in which to assist you.

Again my apology for the inconvenience.


Regards;

Ruth [redacted]
Corporate Customer Care
Case XXXXXXX

Dear Ms. [redacted]:Your correspondence with the Revdex.com has been
forwarded to my attention for review.Please accept my apologies for the delay in processing your
claim for reimbursement of out of pocket expenses while you were without your
baggage.  I was advised that we...

just
received your interim expense receipts on November 6, 2015 and our claims
analyst is processing it today.  You should
expect reimbursement of $242.98 in 7 to 10 business days.  I appreciate your patience and understanding. Ms. [redacted], your business is important to United and we
look forward to providing you with the service you expect and deserve.Best regards, Mary Beth [redacted]Corporate Customer CareRevdex.com 10939073Case ID: 9685388