United Airlines

Dear Mr. [redacted]:   The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your request for a refund of the two Economy Plus seat purchases.  For your records, your refund request numbers are...

22656485 and 22656486, and United Refunds will process the two refunds to the original form of payment.  Please allow at least two billing cycles for the credits to appear on the credit card statement.  If you need to check on the status of these two refund inquiries, please follow up with United Refunds via www.united.com/refunds.   Thank you for your allowing me to provide assistance, Mr. [redacted].  We look forward to continue serving your travel needs.   Sincerely,   Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Dear Ms. [redacted],
 
I’m sorry you were disappointed with our previous response.  It
wasn’t our intention to add frustration, especially after everything that
happened during your flight.
 
As a follow-up to our conversation, I'll make sure to add
your additional comments in my airport station report. We'll take that feedback
to help us work harder and provide better recovery.
 
I'll also deposit bonus miles into your MileagePlus account,
which will reflect in your balance within a few days.
 
Thank you, again, for allowing me an opportunity to resolve
this for you.  I hope you will give us another chance to give you a more positive experience in the future.
 
Best Regards,
 [redacted]

Dear Mr. [redacted]: We received your letter through the Revdex.com (Revdex.com), with reference to case [redacted]. Your email clearly expresses your disappointment with your June 20 travel. I would like to extend my personal apology for any negative impression left with you and for the...

inconvenience experienced.   While we are unable to refund used or flown travel, I have to assume the $25 dollar goodwill you received previously was a clerical error.  I am sure it was meant to be a gesture of $225 in the form of an electronic travel certificate.   I will be pleased to send you the $200 electronic travel certificate to bring the amount to the correct figure (certificates are combinable via our booking service).  Please allow two business days for delivery on a separate cover to your email.   We recognize the loyalty you have demonstrated as a MileagePlus member and look forward to having the chance to regain your confidence.   Sincerely,  Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Mr. [redacted]:Please forward me your confirmation number and or ticket number so that I may research this matter for you. Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]: I am responding to your correspondence addressed to the Revdex.com regarding your mother's reservation (Confirmation [redacted]).I'm so sorry to learn of the circumstances with your parent in Puerto Rico.  I understand this is a difficult time for your family and I...

apologize for the added frustration trying to resolve your concern.  A refund of your mother's ticket ([redacted]) was processed today.  I spoke with a Refund representative who explained that once the bank receives the funds they should post to your new debit card if your old card had to be cancelled due to it being stolen.  Kindly follow-up with your bank to advise the urgency to have the funds posted to your account.We thank you for choosing United and we look forward to welcoming your family aboard your next flight.Kindest Regards, Laura [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: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. Per our Contract of Carriage Rule 24, Flight Delays/Cancellations/Aircraft Changes:Section A) 3:"Schedules are Subject To Change Without Notice - Times shown on tickets, timetables, published schedules or elsewhere, and aircraft type and similar details reflected on tickets or UA’s schedule are not guaranteed and form no part of this contract."Section C): Schedule Change- "When a Passenger’s Ticketed flight is affected because of a Schedule Change, UA will, at its election, arrange one of the following: 1.Transport the Passenger on its own flights, subject to availability, to the Destination, next Stopover point, or transfer point shown on its portion of the Ticket, without Stopover in the same class of service, at no additional cost to the Passenger;2.When a Schedule Change results in the cancellation of all UA service between two cities, at UA’s sole discretion, UA may reroute Passengers over the lines of one or more carriers in an equivalent class of service;3.Advise the Passenger that the value of his or her Ticket may be applied toward future travel on United within one year from the date of issue without a change or reissue fee; or4.If the Passenger is not transported as provided in C) 1) or 2) above and does not choose to apply the value of his or her Ticket toward future travel as provided in C) 3) above, the Passenger will be eligible for a refund upon request."The Contract of Carriage is available on the united.com home page.If the flight alternatives offered by our Reservations department will not work for you, please request a refund as is documented in your reservation.In an ongoing effort to make service improvements, your concerns have been noted and documented; we are committed to providing you a positive travel experience.Thank you for choosing United.Regards,   [redacted] Corporate Customer CareCase:  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12122062, and find that this resolution is satisfactory to me. I will keep this in mind in the future when booking flights. 
Sincerely,
Kristie [redacted]

Dear Miaomiao [redacted]:   I regret you're dissatisfied with our response.   I understand how frustrating the experience was, and I truly wish that we could undo the circumstances experienced. When things go wrong, we must of course take responsibility and make it right. We must also make good, balanced financial decisions, optimizing our goodwill outreach to ensure that it’s commensurate with the disservice experienced.   You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision. The infant fare is based on the economy full unrestricted fare based on your route and was charged accordingly.    We realize you were disappointed when you did not receive the response that you felt was appropriate. Please know that United remains committed to providing each passenger with a service that is tailored to fit his or her individual needs. I assure you that your concerns have not gone unnoticed.  Although the incident you described is something United would not compensate for, the travel certificate was issued as a tangible gesture of our concern.   Contrary to the impression that we have left with you, we value your business and we will be glad to address any future concerns. Given the opportunity, I am confident that your next travel experience will warrant a more favorable report.   We appreciate your business and look forward to welcoming on on board a future United Airlines flight.     Regards,   Shandai [redacted] Corporate Customer Care Case:10959842

Complaint: 11022395I am rejecting this response because:Hello Mary, Thanks for your response, greatly appreciate it. I would kindly request you spend some time reading through the complaint. One of the reasons, I was asking for an exchange is the agents have no clue on how to use the Continental Gift certificates and you are suggesting exactly to do the same. I tried calling more than few times so far and spent multiple hours explaining and to get ticketed using the continental certificates.Also the Continental certificates I have are gift cards and have 5 years validitity. All I am requesting is issue me United certificates instead so that I dont have to explain, educate and spend few hours each time I need to a ticket instead I can buy the ticket myself online. I can send you the certificate numbers so that you can look at them, if you can send me your contact United email.I am hoping you can help me out here.
Sincerely,
Kanthi [redacted]

Dear Ms. [redacted]:     I received your complaint from the Revdex.com.  Again, I am sorry you are not happy with the outcome of your complaint.     As previously advised, the cancellation of United Express flight 4941 on December 23, 2015, was due to air traffic control (ATC) congestion.  Normally, when a flight is delayed or cancelled due to ATC or weather, both of which are beyond the control of United Airlines, we do not provide amenities such as hotel or meal vouchers, reimburse out of pocket expenses or compensate.  In this instance, as a gesture of goodwill, both you and Ms. [redacted] were sent electronic travel certificates for $75 each, and as further goodwill, in an effort to resolve the issue for you, you were sent an additional electronic travel certificate for $200 to offset the cost of your hotel expense, even though the choice to stay in a hotel and not return home for the evening, was your choice to make.  I certainly understand that the situation was frustrating and inconvenient; however I must decline your request for any further goodwill.     Thank you again for choosing United Airlines.     Sincerely, Wendy [redacted] Corporate Customer Care Case ID 10007357

Complaint: [redacted]
I am rejecting this response because:At no point during the purchase process was I advised that failure to use the first half of the ticket would void the second half of the ticket. It sounds like a violation of consumer protection laws for a business to perpetrate such a policy without first informing its customers that it is doing so. If United is unwilling to refund the $1,707 that I was forced to spend on alternative transportation, then I will contact the attorney's generals in Illinois and Pennsylvania, as well as federal authorities and state and federal legislators to advise them of this potential breach of consumer protection regulations. I strongly suspect I'm not the first person who has been victimized by United's "assumptions" about the intents of its customers.Jim [redacted]

January 28, 2016   Dear Mr. [redacted]:   I am responding to your communication addressed to the Revdex.com.  On behalf of United Airlines, I regret 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 which I have done.   I have contacted our Baggage Resolution Department (BRC) on your behalf, and was advised they do have the claim that you filed.  You listed the items you left onboard as a toy and a book. The BRC was unable to locate the items you have claimed, but if they do, they will contact you directly.    And, while I understand the aircraft cabin may have had limited lighting upon exiting and we regret the circumstances you’ve described; unfortunately we are unable to reimburse for items you left onboard. I also regret your disappointment with the certificates we provided as gesture of our goodwill, but unfortunately, we have nothing more to offer you for your dissatisfaction.       Mr. [redacted], I again apologize for the frustration this situation has caused.  Your business and satisfaction is very important to United.  We hope you will accept our apologies and the certificates we have offered in the spirit in which we intended, and allow us the opportunity of serving you again for your upcoming travels.   Regards,   Nancy [redacted] Corporate Customer Care Case: [redacted]

Dear Mr. [redacted]:   Your complaint to the Revdex.com has been forwarded to United Airlines Corporate Customer Care. I appreciate this opportunity to respond.   I'm very sorry to learn that there were insufficient meals loaded in the Premium cabin on UA 761 on Feb. 28, 2018, and...

your flight experience was diminished as a result. We know that the food you enjoy on board is part of what makes your flight a pleasant one. We have been working hard to make sure the choices offered are varied and healthy, and that enough meals are stocked for the flight so no one is disappointed.   Any inconveniences caused as a result of the unavailable Wi-Fi is also regretted. I can imagine how frustrating that must have been. We understand your need and expectation for reliable Internet service. Our goals match yours. Unfortunately, there may be times when unexpected technology issues arise, preventing us from obtaining that goal. Your feedback will also be sent on to our teams to ensure we continue focusing on our Wi-Fi product.   Your satisfaction is important to us and to apologize for both inconveniences, I'm sending a $150 Electronic Travel Certificate which will arrive via email within a few days. If you purchased the Wi-Fi, you may request the refund on www.united.com. A link to the page is provided below:   https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx   Select Wi-Fi from the drop-down menu for refund type and fill in the requited fields.   We appreciate business as a Premier Platinum MileagePlus member Mr. [redacted], and look forward to welcoming you onboard a future United Airlines flight whenever your personal or business travel plans permit.   Kind regards,   Ms. Avi [redacted] Corporate Customer Care Case [redacted]

Dear Mrs. [redacted]: I am very sorry for any confusion about your bag fees.     I have included a link below to our website and it shows that your first bag will be free but the second bag is $100 to check in, I am sorry for any confusion this may have caused. https://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx   If you are still having problems figuring out the bag fee, please contact our reservation department at: • U.S./Canada: 1-800-UNITED-1 (864-8331) • All others: https://www.united.com/web/en-US/content/contact/reservations I appreciate that you’re choosing United for your business and loyalty.   Regards, [redacted] Corporate Customer Care [redacted]

Dear Mr. [redacted]: In order to resolve this matter, it is imperative that you contact United's Fraud Prevention Department.  You have the option of calling or emailing the Fraud Prevention Department.  I am providing their contact information again for your convenience; the email address is [redacted]@united.com or the phone number is (800) [redacted]-[redacted].   Thank you for your cooperation. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11677715, and find that this resolution is satisfactory to me.
Sincerely,
Andre [redacted]

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the RevDex.com.  I am sorry to hear the refund you requested was credited back to the original credit card used which has been closed. We are required to process the refund to the original form of payment...

which our Refunds Department confirmed.  Once the bank receives the refund request and the credit card has been closed, they are required to issue you a check for the refund.  This process could take up to eight weeks to complete and I apologize for the amount of time needed.Thank you for your patience on this matter and have a nice day.Regards,   Susan [redacted] Corporate Customer CareCase:  [redacted]

Dear Dr. [redacted]:Thank you for contacting United Customer Care again through the Revdex.com.  We are sorry to hear of your ongoing concerns regarding your tickets purchased in 2014.  We are also sorry you were dissatisfied with our response when you contacted us...

previously.  We have reviewed your request and support our colleague's original correspondence.  Our colleague outlined the issues with your tickets when she contacted you and offered you limited options.  Please review these options.  While no further consideration will be forthcoming, please know your feedback and comments are appreciated.  Our policies are meant to address these issues uniformly and fairly for all our passengers.  While we cannot undo your experience, we hope we can move on in our business relationship.We thank you for your patience, business and loyalty.  We’re always glad to hear from our valued customers and MileagePlus members and thank you for choosing United.Regards,   Joe [redacted] Corporate Customer CareCase 10059467

After extensive review it has been determined that the passenger needs to dispute the charge with her bank. Our Accounting department verified the debit card was denied twice by the bank. I corresponded with Ms. [redacted] and asked if we could call the bank together. She rejected my assistance and advised that she would reject the charge with her bank. I am willing to assist Ms. [redacted] if we can all the bank together and discuss the reason the Debit Card has not gone through. She advised me that she does not want to go down that road and is busy traveling. My offer is still available to assist her with the help of her bank. Sincerely, Patricia [redacted] Corporate Customer Care Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 114[redacted], and find that this resolution is satisfactory to me pending receipt of the refund. Thank you kindly for your assistance. I will await the refund check in 7-14 business days.
Sincerely,
[redacted]