United Airlines

Dear Krystal L [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com.I'd really like to help you but I’m missing some details I need to review your request.  Try to provide as much of the following information as you can, along with a brief summary of your...

request. Passenger name(s):Frequent flyer number (if available):Flight Number:Flight Date:Ticket Numbers (13 digits beginning with 016):Confirmation number:Approximate Departure Time:Flight from:Flight to: You can find this information on your receipt. I'll be happy to respond once I review the information you provide. I appreciate you chose United for your travel and welcome the opportunity to assist you.Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

Complaint: 11551975
I am rejecting this response because:  First of all you booked me on a flight that Air Newzeland said was an illegal flight to begin with you got me to my destination 101/2 hours after I was supposed to get there, and an airport I did not want to be going to,  I wanted to wait until the next day, and was told that flight was full.   You tried to cover your as, with booking me on an illegal flight that Air Newzeland said was an impossible and illegal flight, that is why I have now filed my complaint with the DOT, your response is totally unacceptable to me, and I am forwarding a copy of your response to them as well..  Not only that even on the flight you booked me on it was arriving 51/2 hours late never mind the further delay that ended up to be 10/1/2.  Please see the rules for such flights and compensation to passenger below.If the airline arranges substitute transportation that is scheduled to arrive at your destination between one and two hours after your original arrival time (between one and four hours on international flights), the airline must pay you an amount equal to 200% of your one-way fare to your final destination that day, with a $650 maximum.* If the substitute transportation is scheduled to get you to your destination more than two hours later (four hours internationally), or if the airline does not make any substitute travel arrangements for you, the compensation doubles (400% of your one-way fare, $1300 maximum).
Sincerely,
Josephine [redacted]

Dear Ms. Ma: I'm sorry to learn that you were charged the same day standby fee, however Mr. [redacted] and you did not travel on the earlier flight. United Airlines is the world’s leading airline, but we won’t rest on our laurels. We know in order to succeed, we must be willing to adjust...

some policies as we go. Our procedures may sometimes change in order to remain competitive, but our commitment to you--our valued customer--never wavers.Please provide the ticket receipt numbers of the $75.00 per passenger charge in reply to this message for our refund consideration.  While I see the changes listed in the reservation, notation exists regarding the fee being cancelled as you were not accommodated on the standby flight.  The ticket number provided, 01626064504444, is the $25.00 first checked bag fee.  Thank you for your patience in this process.    Kind regards,   Sara [redacted] Corporate Customer CareCase ID:  9749773Case:  9749773Tell us why here...

March 11, 2016 Dear Ms. [redacted]: The Revdex.com has forwarded your correspondence to our attention. We apologize for any confusion surrounding the non-refundable ticket you purchased. When purchasing this type of ticket, you have 24 hours from the time of purchase to request a...

full refund. Once that time has elapsed, the ticket will not be refunded. This information is published on our website, and was also provided to you in your e-mailed ticket receipt, at [redacted]@[redacted].net. Home > Reservations > Refunds > Refunds If your ticket allows changes, you have one full year from the date the original ticket was issued to reschedule your travel plans without losing that ticket's value. Change fees and any applicable difference in fare will apply to the new itinerary. Tickets must be reissued within one year of the date the original ticket was issued. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Judith [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:When you check in and advise that you will be checking a bag, the bag fees are displayed in your reservation.  There are a few exceptions and they require a Chase credit card or Premier status in our MileagePlus program.As a goodwill gesture,, I have issued an Electronic...

Travel Certificate for your future use.  Please allow 3 – 5 working days for receipt at the e-mail address listed above. United's goal is to be the preferred airline of choice for all travelers. To achieve this objective we strive to provide all customers with the respect, courtesy, fairness and honesty they expect and deserve. We demonstrate this value by maintaining a safe and equitable workplace, and by respecting and recognizing the diversity of our tens of millions of customers and tens of thousands of employees from all around the globe.   Your comments make it clear that we did not fulfill our goals, and I apologize.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards,Mae [redacted] Corporate Customer Care Case ID [redacted]

Dear Ms. [redacted],   I understand that you are disappointed in my reply and not in agreement with the information that was provided by our flight attendant.   From your comments, you felt that you were singled out.   I would like for you to be aware of our policy for overhead storage.   In our Contract of Carriage, under Rule 23 Baggage:  UA reserves the right in its sole and absolute discretion to determine the suitability and place of storage of any items to be carried in the cabin of the aircraft.   In the information we received from the flight attendant as well as two passengers who were seated near your assigned seat on flight 589, you were talking loudly to our flight attendant.  One of the passengers mentioned that you were yelling at our flight attendant.    We have a policy wherein in passengers may be subject to be removed from a flight which is found in our Contract of Carriage under Rule 21 Refusal of Transport:   UA shall have the right to refuse to transport or shall have the right to remove from the aircraft at any point, any Passenger for the following reasons: Safety – Whenever refusal or removal of a Passenger may be necessary for the safety of such Passenger or other Passengers or members of the crew including, but not limited to: Passengers whose conduct is disorderly, offensive, abusive, or violent; Passengers who fail to comply with or interfere with the duties of the members of the flight crew, federal regulations, or security directives Although you were removed from flight 589, we booked you on a flight into Reagan on the same day.  Our records indicate that you were accommodated in first class on your flight to Reagan airport whereas your ticket into Dulles was purchased in economy class.  Your patronage as a MileagePlus member is important to us .     Kind regards,   Dana [redacted]Corporate Customer CareCase 10694017  Tell us why here...

Dear Mr. [redacted]:I'm sorry we couldn't get you to your destination, you had to be rebooked on [redacted] Airlines and there was an error with processing your rebooked segment from Dallas, TX.   I can imagine your frustration with our irregular operations. I'm sending you and [redacted]...

Electronic Travel Certificates, which should arrive via email in the next few business days. We're constantly looking at how we can improve when handling these situations. Once again, I apologize for any inconvenience.   Thank you, Mr. [redacted] for your business and loyalty. We look forward to offering you a better experience on your next United flight. Regards, [redacted]Corporate Customer Care Case:  [redacted]

Dear Mr. [redacted]:   The Revdex.com has notified United Airlines you have filed a complaint against us regarding your disappointment in the compensation you received after contacting our Customer Care department earlier this month.   Thank you for reaching out about...

transferring your $100.00 certificate issued on October 18, 2017 to cash.   I understand your concern and request; however, we don't provide cash as an alternative to Electronic Travel Certificates. I'll make sure to pass along your suggestion, though, so we can review it for the future. Your certificate is still valid for one year from the date of issue and can be redeemed on united.com for United and United Express flights. While it's non-transferrable, you can arrange travel for anyone else as long as you have the certificate and PIN number. Once again, I'm sorry for everything that happened and hope your next trip goes better.   We appreciate your business and loyalty. It will be a pleasure to serve you on a future United flight.   Regards,   Ms. Candance [redacted] Corporate Customer Care Case:  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that further pursuit of this claim is not worth my time and energy.
Sincerely,
[redacted]

Revdex.com: United Airlines contacted me via telephone.  Ms. [redacted] was very understanding and is certainly an expert in her field of customer satisfaction, care and resolution.  Her proposed settlement and compensation for the error committed by the airline was kind and considerate, and it is appreciated by my wife and I.  Thank you Ms. [redacted] for your time and concern in our matter.
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,
Peter [redacted]

Complaint: [redacted]
I am rejecting this response because: The 12,500 miles should have been offered by Ms [redacted] from the get-go. From here on out, I expect someone else to respond to future United complaints. The lack of attention to detail in her responses and the lack of judgement are not suitable for a customer service role. 
Sincerely,
Paul El-[redacted]

Dear Mr. [redacted]:I have retrieved your reservation and do see that your original one way flight was booked for May 15, 2017 Charleston to Washington Dulles connecting from Washington Dulles to Norfolk.  You made the change to reflect a round trip ticket traveling from Omaha to Chicago June 29,...

2017 connecting Chicago to Norfolk, returning Charlotte to Chicago July 2, 2017 connecting Chicago to Omaha (which we know is incorrect and should have been Charleston).   Normally when a passenger contacts United Airlines reservations and states that there is a problem with the ticket, there is documentation in the reservation.  There is no documentation at all that you had been booked from the wrong city and the agent advised you that in order to make the change, you would pay an add coll and change fee.  If we delete the return flight and leave your outbound flight as it, I certainly will waive the change fee for you and the refund would be as of today $231.70.  If we change the city from Charlotte to Charleston, then you would be paying an add coll.  I would waive the change fee as well.You can contact United Airlines reservations with your confirmation number to make the change that you prefer.  I have documented your reservation advising of the options that I have given you.United Airlines does appreciate your business.Regards,[redacted]Corporate Customer CareCase [redacted]

November 10, 2015Dear [redacted]The Revdex.com has notified United
Airlines that you have filed a complaint against us.   Your correspondence
was forwarded to our corporate office and I was asked to respond on behalf of
United Airlines.I am sorry for the difficulties...

you
experienced while onboard United Express flight [redacted] on September 5, 2015. It
certainly was never our intention for you to share your seat with another
passenger, and I apologize for your discomfort.Please know we strive to provide safe and
comfortable accommodations for all our valued customers. Our Inflight staff is
often successful in arranging alternative seating for customers in these
situations, so I regret they could not accommodate your request.We certainly regret the feelings of
frustration that you experienced.  I
appreciate your request for a refund of your ticket; however, I must
respectfully decline your request as we provided transportation.  However, while I can't undo the circumstances
you experienced, as a tangible gesture of our concern I have authorized a $50
Electronic Travel Certificate for you.  The certificate will be sent in a separate email within 3-5 business
days.[redacted] we again apologize for the
negative experience you had on your flight. We truly appreciate your business and
look forward to welcoming you onboard again soon.Regards,[redacted]Corporate Customer Care[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 do feel as though this is part of a larger problem and united airlines is scamming people and taking advantage of their customers. I am an attorney and decided early on that I would fight this nail and tooth but others (particularly rhenelderlt or less educated) would have given up long ago. While I'm satisfied somewhat with the result for me personally I think the bigger issue should be addressed and I will continue to publicize my experience 
Sincerely,
Candice [redacted]

Dear Ms. [redacted], Thank you for taking the time to speak with me today.  Please accept my apologies once again for the unfortunate experience you had while traveling with United.  I'm also sorry we were unable to bring your concerns to an acceptable resolution in a timely manner. As we discussed, I am re-issuing a compensation check to the address you provided me today. I appreciate your business and look forward to providing the travel experience you not only expect, but deserve, as a valued customer. Best Regards, [redacted]

Dear Dr. [redacted]: This is the United Airlines response to your Revdex.com letter. In checking on the Mileage Plus promotion, it appears that your ticket for reservation [redacted] was booked in M class, which did not qualify for the credit in question. Since the promotion closes on March...

11, 2018 there may still be time for you to qualify by purchasing two separate tickets for a minimum of $500. each, in one of the following classes of service: A, C, D, F, J, P or Z. In the meantime, please know I have approved a goodwill mileage deposit of 15,000 miles to your account [redacted], which may take 7-10 days to reflect in your balance. Thank you for this opportunity to respond. Regards,   Eve [redacted] Corporate Customer Care Case:  [redacted]

Dear Mr. [redacted]:I am responding to the additional information you forwarded to the Revdex.com.  I did review your concern again and I've taken care of the $70.00 2nd bag fee that was collected.  Now the total refund is $220.00, which is more than you requested.Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is [redacted]. If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.asp...⇄ you again for letting me handle this issue. I hope you have a nice day.Regards, Susan [redacted]Corporate Customer CareCase:  [redacted]

Complaint: 11017540
I am rejecting this response because:   Dec 28th evening air flight delay had caused significant delay and I had to stay in airport overnight. It made me arrive home more than 9 hours late.  A $100 airline credit is not close to a fair compensation. 
Sincerely,
Jin [redacted]

Complaint: 11594521
I am rejecting this response because: they failed to provide a good that I paid for and frankly I don't care if that reimbursement  amount aligns with the goodwill compensation guidelines  which they review annually.  I am owed a refund for the amount paid for a non-provided good, and  I deserve some goodwill compensation. I do believe that a refund of only the Seattle to Chicago portion of the trip is fair as reimbursement. (United Ticket Number : [redacted])  I will accept this as resolution to my complaint  only in conjunction with goodwill compensation of either 1)a refund of the return flight as well; or  2) the $100 prepaid [redacted] card previously offered.
Sincerely,
Tami [redacted]

Dear Ms. [redacted] Thank you for responding.  I am sorry we did not provide you with a good travel experience.  Our records indicate our representative provided you with a $200.00 travel certificate for the change in aircraft and inconvenience on January 19, 2017.  I understand you wrote back and provided your receipt for uber once you arrived in San Francisco at a cost of $368.30. Unfortunately, according to our Contract of Carriage which can be found at United.com; we do not reimburse for expenses at your destination.  Our agent made an exception and issued you another travel credit for $375.00, in addition to the $200.00 you were issued.  I am sorry again for the inconvenience.  I regret we are unable to issue the additional goodwill you are seeking. Thank you for your patience, your business is appreciated.  We hope to see you again soon. Kind regards,LaRece [redacted]Corporate Customer Care Case#[redacted]