United Airlines

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] was told that I would receive a $** refund by a Paul [redacted] and I want my refund

Dear Ms. [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.  Our records show that you received an electronic...

travel certificate as compensation for the service event you experienced with the over-sized seat mate.   While I won’t be able to meet your compensation expectations of $500 travel certificate, I thank you for giving me the chance to pass along your feedback.  Please allow 3-5 business days to receive your compensation. We appreciate your business. Regards, Lisa [redacted]Corporate Customer CareCase# 10679877

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11691858, and find that this resolution is satisfactory to me.
Sincerely,
Jeffrey [redacted]l

I am well aware that we booked the flight on [redacted] and am well aware of what your refunds department was able to do for us. I tried to play fair  and re-book a flight with you with in the one year time period. I spent well over 25 hours of my time on the telephone with United airlines trying to book a new flight. United always said it had to be taken care of through [redacted] and then the United person would supposedly call [redacted] and supposedly explain the situation to them, then they would transfer my call to that [redacted] person who usually had no idea what I was talking about which makes me think the United rep didn't explain things to them but rather pawned my call off onto them. Then the [redacted] rep would call United to get a code to be able to reissue the ticket and they would be told by United that there was no such code to give out and the United rep would instruct them to tell me to call United directly to reissue the ticket. I have spoken with [redacted] about the refund and have been made aware that the decision to refund on a medical issue is United airlines decision and not [redacted]. Since I tried for many hours over many weeks to play by United rules and was unsuccessful at being able to do what you told me would be done with rebooking another flight.  In addition to the Revdex.com I have already contacted the department of transportation and I will be contacting the consumer affairs person on WEWS News channel 5 out of Cleveland Ohio if this issue doesn't get correctly resolved.  I am trying to give you the chance to make things right before I take things that far.  I do not believe the local news media will find it unbelievable that I tried for so many hours and so many phone calls to follow United airlines refund department rules and rebook a flight the correct way as you said and was completely unsuccessful.  It is my sincere hope you consider finding s better resolution so I do not have to take such actions. 
Complaint: 11118682
I am rejecting this response because:
Sincerely,
Melissa [redacted]

June 17, 2016
Your correspondence in which you express your dissatisfaction with my previous response has been forwarded to my attention from the Revdex.com. Once again, on behalf of United, I am sorry to learn of your continued disappointment.
We ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures.
Our corporate offices are unable to handle baggage damage related issues. For this reason the responsibility of damage baggage is delegated to airport baggage claim representative.
On your behalf, I contacted our Baggage Resolution Center and I have been advised, as a courtesy to you, on May 17, 2016 you contacted our Baggage Resolution Call Center and a supervisor took the information from you regarding the damage stroller. The representative filled out a damage advisory report for the stroller and the reference file number is: [redacted]. The baggage representative directed you to united.com to fill out and submit the online claim form to United Airlines along with the stroller receipt for internal review. The approximate timeline for the possible claim resolution is 8-10 weeks.
Again, I regret your disappointment with our baggage policy. Per my previous correspondence, United Airlines is not liable for damage to strollers when carried as checked baggage. Excess valuation may not be purchased for strollers.
Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditions. By purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage.
The Contract of Carriage is available on the united.com home page.
RULE 23 BAGGAGE, G) Other Checked Baggage Items, 3) Strollers
I am sorry you continue to be disappointed with United. I thoroughly understand your point of view and again wish to express our regret in failing to meet your expectations. The certificate I authorized was offered strictly as a goodwill gesture. While I understand you do not feel it is meaningful given your circumstances, I hope you will accept it in the spirit in which we have intended.
I realize my apology cannot erase the negative experience, but please be assured we will work to exceed your expectations the next time you fly with us.
We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards, Mrs. [redacted]Corporate Customer CareUnited AirlinesUAL: [redacted]Revdex.com: [redacted]

Dear Mr. [redacted]:   We’re always glad to hear from our MileagePlus members. Thank you for flying the friendly skies.   I am responding to your communication sent through the Revdex.com.   I am sorry you are disappointed with our upgrades with co-pay...

policy, but they were disclosed at the time of requesting the upgrades. I have provided the link to this policy below for your review.   Upgrade availability can change as conditions change, so we encourage you to request an upgrade even if one is not currently available. Mileage payment and any applicable co-pay will be due at the time of your request, and if an upgrade is not immediately available, you will be placed on a waitlist. If upgrade seats open up, we will make them available to customers on the upgrade waitlist. If none of your flights are upgraded, then we will automatically refund the miles, co-pay and any taxes you paid.   We appreciate this opportunity to respond and look forward to serving you.   Regards,   Lilia [redacted] Corporate Customer Care 9833509     Link to MileagePlus Upgrades: https://www.united.com/web/en-US/content/mileageplus/awards/upgrade/mua.aspx

Complaint: [redacted]
I am rejecting this response because:   Ireject because I cancelled this flt withing the 24 hour period and was told to send a refund request  2 days later they rejected it as this thru me out of the 24 hr cancellantion period
Sincerely,
Richard [redacted]

May 2, 2017 Dear Mr. [redacted]: The Revdex.com has sent your correspondence to our attention at United Airlines. I apologize for any confusion surrounding your travel. If you were using the Chase Explorer Card to make your reservations, the following rules should apply; The primary Card...

member and one companion traveling on the same reservation are each eligible to receive their applicable standard checked bag(s) free. To receive the applicable standard checked bag(s) free, the primary Card member must include their MileagePlus account number in their reservation and use their qualifying United MileagePlus Credit Card from Chase to purchase their ticket(s). If the information above is applicable to your travel, please let me know and I will review the charges. Please include the specific ticket numbers associated with the baggage charges so that I may determine if they were applied correctly. (13 digits beginning with 016) Mr. [redacted], we appreciate your business as a MileagePlus member and look forward to seeing you aboard soon. Kind Regards, Judith [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 this resolution is satisfactory to me.
Sincerely,
Wade [redacted]

Dear Mr. [redacted]:I am responding to your Revdex.com complaint, reference number, [redacted]. I want to apologize for the poor service you described.   What you experienced, and how it made you feel, is no more acceptable to us than it is to you. Rest assured, we take your comments seriously and we'll be...

following up internally not only with the employee, but with what went wrong when trying to book your ticket. An apology won't change what happened, but I want you to know we'll address it. In addition to my apology, I'm depositing 12,500 bonus miles into your MileagePlus account to encourage you to fly with us again. We want to build a trusting relationship with you so we can be proud of genuinely earning your business, and I know we're capable of doing that.  Unfortunately, I will be unable to assist you with booking your future travel. Our Reservations Team will be more than happy to help you book your wife's ticket. U.S./Canada: 1-800-UNITED-1 (864-8331)  We appreciate your business and Premier Gold loyalty, Mr. [redacted]. On behalf of United, I hope you'll give us a chance to give you a more positive travel experience. Kind regards, [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: I'm sorry you're disappointed about your denied refund request. I hope I can explain how the decision was made.   Your ticket carried restrictions, which included being non-refundable. I'm sorry if there was any confusion when purchasing your ticket or reviewing the receipt. General rules that apply to all ticket include: using flights in order, canceling before departure and having a year from the issue date to use remaining portions. Once again, I apologize and, if you need more information, just let me know.   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 Care [redacted] Tell us why here...

Susan,I appreciate your kind and thoughtful response.  And while I was made to feel really unappreciated on the call, your response has helped tremendously.  Just please be aware, however, that my intent was never to take advantage of a bad situation.  I went to the Revdex.com because, quite frankly, the CSR (Linda) was unrepresentative of what United is trying to accomplish with its recent campaigns to run a more customer friendly business.   While I accept the resolution because I believe you will take this matter seriously I do want to stress that ideally Linda will be reviewed and trained more thoroughly.  While I know United typically performs better there are many first time flyers who may not want to encounter unhelpful service from Linda.  She made the entire ordeal unpleasant.  While my initial questions included the upgrades, I actually was more offended when I attempted to book a new flight.  I simply asked about how my status would impact those future bookings.  I was not provided an answer but instead told to "follow the rules".  My questions were regarding how to complete the reservation so that my wife and daughter were also given E+ seating at the time in which I could upgrade.  Since asking those questions I have found more information online.  However, regarding the upgrades.  I do want to make you aware that as someone who flies often it seems a shame I can't be upgraded when my non-refundable tickets have been paid for.  While I know that the idea is that the plane must be ridden before the PQM is earned, it seems to me that I (as a consumer) have already trusted you with my valuable consideration (money).  Your policy charges and collects my money months in advance... but doesn't provide to me the benefits of paying for the tickets months in advance.  It shouldn't be both ways.  Either you provide the benefit when I pay, or I don't pay until I receive the benefit (the plane ride and the PQM/PQD).  I hope that makes sense in a normal business transaction.In any case; I thank you for your time and energy spent reviewing my complain. Sincerely, Tyler [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,
Tyler [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we regret your disappointment with our united.com Club program.  The united.com Club is an online membership program in which credits earned through the united.com Club...

are added to a [redacted] account once travel is completed.  The funds in a member’s [redacted] can then be redeemed for air travel purchases on United and United Express operated flights, and there are no restrictions as to which type of fare can be purchased.  If you purchase an Economy class fare and for example are interested in purchasing Economy Plus seating, [redacted] funds cannot be used toward the purchase of Economy Plus seating as this is another program.  In accordance with [redacted]’s terms and conditions, [redacted] funds cannot be used in conjunction with other programs.  While the Customer Care Department does not have the ability to modify the rules of [redacted], we do appreciate your taking the time to share your concerns with us.  Your feedback is helpful and we will truly benefit from your comments. Thank you for your support as a MileagePlus and united.com Club member, Mr. [redacted].  We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10673438

July 13, 2017 Dear Mr. [redacted] I am responding to a correspondence received by the Revdex.com. First, please allow me to apologize for your dissatisfaction with the initial responses from my colleagues. I'm sorry we didn't deliver better service on June 19, 2017 when UA56 from Paris...

Charles de Gaulle, (CDG) to New York/Newark, NJ (EWR) when the flight was to Boston, MA and then it continued on to Newark, NJ. I am truly sorry for the inconvenience.   You should always be able to count on us to provide you with the comfortable flight you anticipated. I see you selected a $150.00 Electronic Travel Certificate from our Appreciation Web site. I'm sorry you were dissatisfied with our goodwill offering. Our offering was a way of apologizing for what happened. It's certainly not intended to add frustration to your experience. I hope you'll be able to use the compensation to give us another chance to show we appreciate you.   On another note I understand you had to find a different way to your destination. I can only imagine the frustration and apologize for the unexpected changes. While we aren't able to reimburse the alternate transportation on American Airlines, I’ll also pass along your feedback so we can continue looking at how to improve our operation and minimize any impact to plans during delays. While I hope this doesn't occur again, in the future, if you need assistance during a delay please see our airport staff.   Also, as a gesture of concern I'll deposit 5,000 bonus miles into your MileagePlus account. The miles will post to your account shortly. You'll receive a separate confirmation email within a few days. I hope this lets you know we appreciate you and your business.   I contacted our Refund Services Department on your behalf, and I have authorized a refund for the amount of $38.00. 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 22720555, ticket number: 0162347618114. 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...⇄   Thank you again for letting me handle this for you.   You noted in your email that you spend the night in Boston, MA. While I can't change what happened, I'd like to make things better by offsetting your out-of-pocket expenses. If you can send me your receipts, I'll review them and let you know what will be reimbursed. Please reply via united.com/contact us, and address it to my attention, with case ID: 12488949   Thank you for the opportunity to apologize and address your concerns.    Mr. Mao, as a MileagePlus member, I hope your next flight delivers the service you deserve.   Regards,   Mrs. Elizabeth Vargas Corporate Customer Care United Airlines UAL ID: 12488949 Revdex.com: Complaint ID:  12259248

Complaint: [redacted]
I am rejecting this response because: the problem is with the mileage plus part of your organization as stated multiple times before. This is not a response and is frankly insulting and arrogant. 
Sincerely, Ms [redacted] 
[redacted]

Initial Business Response /* (1000, 5, 2015/06/23) */
Dear Mr. [redacted],
I am responding to your communication sent through the Revdex.com. We are committed to providing excellent customer service and will make every effort to address your concerns.
To facilitate our research,...

kindly reply to this e-mail with the information below and a brief summary of your request.
Passenger [redacted] (s):
Frequent flyer number (if available):
Flight Number:
Flight Date:
Ticket Numbers:
Approximate Departure Time:
Origin:
Destination:
We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards,

[redacted]
Corporate Customer Care
XXXXXXX

Dear Mr. [redacted] I am responding to your correspondence addressed to United Airlines via the Revdex.com.
I apologize for any confusion surrounding our published checked baggage policies.
Additional charges are applied for luggage exceeding our size or weight limitations....

We are unable to refund a charge for an overweight bag, as this was applied following our guidelines and policy. It seems that our airport representative waived the fee as a courtesy on your outbound travel, and I understand your disappointment in not having the fee waived as a courtesy for a second time.
You may view our published policies on united.com. Select "Travel Information", "Baggage information" and "Checked baggage service charges" to determine checked baggage charges. Thank you for your understanding.
Mr. [redacted] as a gesture of goodwill, I have sent you a $75 electronic travel certificate, which will arrive in a separate e-mail within 5 business days.
We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards,
[redacted]
Corporate Customer Care
Case [redacted]
    Tell us why here...

Dear Ms. [redacted]: The Revdex.com has forwarded your response to my attention. I am sorry that you have not received payment for your damaged bag. I have contacted our San Francisco damage agent and have been advised they are in contact with you. They have, once more, requested that you speak with them directly for updates and resolution. You may contact them at 650-634-1403. Hours of business are from 10:30AM to 4:30 PM. As before, if there is no answer, please leave a message with your best contact number and you will receive a call back as soon as our agent is available. We appreciate your patience and understanding. Regards, Judith [redacted] Corporate Customer Care Case 10008540 / 9935851

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.
However, I am still unhappy with the level of time in my intervention to take care of this situation. It was necessary to upgrade my spouse with more miles on my part even though you have compensated me. As a good faith measure by the United Airlines, is there anything to be done, so that I can still sit with my wife for the flight in discussion (possibly upgrading me to sit with my spouse)?  I appreciate UA working with me in this situation, but I hope the company can strive for better customer service experiences in the future.
Sincerely,
[redacted]

May 9, 2017Dear Mr. [redacted]:The Revdex.com has sent your response to my attention. Thank you very much for including the documentation showing the travel was made with your MileagePlus Explorer card.I have located the requests you had submitted to our Refunds department, reference numbers 22382911 and 22382912. I have added the authorization in those records, requesting the refunds be processed. The refunds will be place back on the original form of payment. Please allow up to 10 business days from when you originally submitted them.Mr. [redacted], thank you for your patience. We hope to be able to serve your travel needs in the future.Kind Regards,Judith [redacted]Corporate Customer CareCase [redacted]