United Airlines

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.   In appreciation for your feedback and patience, please...

enjoy the electronic travel certificate that will be emailed to you under separate cover within 3-5 business days.  I hope your next experience will earn a positive review.   As a MileagePlus member your continued support is very important.  We are working hard to earn your trust.We appreciate your business.Regards,Lisa [redacted]Corporate Customer CareCase#10835779

Dear Mr. [redacted]:Your correspondence with the Revdex.com has been forwarded to my attention for review.  Please accept my apologies for the disappointment you have expressed regarding our policy on non-refundable tickets. Please understand that if you do not cancel the outbound...

portion of your ticket, the return travel is automatically cancelled assuming you did not travel. United, like most airlines, offers discount fares to accommodate customers who don't need the flexibility of our fully refundable, non-restricted fares.  The purchase of a ticket is a contract that our customers have with us and that we have with our customers.  The type of discount tickets you purchased do require ticket change fees and payment of any cost in the fare difference from your original ticket price. Your request for a refund is appreciated.  However, we are unable to honor your request.  I appreciate your understanding.  Mr. [redacted], 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,Mary Beth [redacted]Corporate Customer CareRevdex.com11026008Case ID: [redacted]

Dear Mr. [redacted],:I am responding to the additional information you forwarded to the Revdex.com. I will document the reservation so the change fee will be waived when the reservation is changed.  The record should be updated by Tuesday and I will request an email is sent to you.Thank you very much and have a nice day. Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Complaint: 10997792
I am rejecting this response because: United is refusing to accept any responsibility for key elements and passing the buck to Costco for, which United holds sole responsibility: 1. Customer Service failure: The extremely rude behavior of their gate agents in dealing with the issue and were most interested in throwing us off the flight than working with us.2. Reservation Failure: I find United response insulting - United 'did not provide me travel' - I had to buy it at premium prices, pating $3,300 for a one way ticket! This after never flagging the obvious issue - they did not receive payment for 1 out of 3 tickets booked through Costco and hence the reservation should have been cancelled.Costco has already addressed our concerns for this issue and we accepted their resolution. We see that United has steadfastly refused to do so and is stonewalling. So instead of passing the buck, United needs to address our traumatic experience that their customer service failure and reservation system failure created and not pass the buck.
Sincerely,
Kumar [redacted]

Complaint: 11537634
I am rejecting this response because: The thing is that nobody ever told us that it is three month round trip. Otherwise we would definitely not purchase the tickets. Even worse, nobody mentioned this to us when we changed the flight back to China! Why bother wasting the first class tickets if we knew that it would expire soon?! It is a huge amount of money, and it totally does not make any sense. We need higher level management to address the issue ASAP. Nobody is stealing money from customers, especially for such so called well known corp!If this case is not solved efficiently, we will use public resources such as facebook twitter to let more people hear our voices.
Sincerely,
Hai Ping [redacted]

Dear Ms. [redacted]:   I'm so very sorry for what happened in regards to your luggage delay, damage, and missing item. I hope you received my phone message to convey my personal apology your email only now, reached our Corporate Customer Care department.  I cannot explain why your concerns...

were not addressed by the many people you reached out to. As I mentioned in my message the delay to contact you will be addressed internally.   Understandably, any goodwill cannot compare to the disappointment, inconvenience, and frustration you have experienced. You will receive above our normal goodwill due to the egregious nature of the circumstance, in the form of 25,000 goodwill miles. Please allow three business days for the miles to reflect in your account.   Please feel free to contact me with any additional concerns by phone or email. It is my hope we can earn your trust again, and will work hard to do so.  We appreciate your past loyalty as a United MileagePlus member and look forward to continuing that relationship.  Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID 10944928 Tell us why here...

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we directed your and your parents’ travel information to United’s Complaint Resolution Official/DOT/Disability Specialist, Ms. [redacted].  Ms. [redacted]’s response to...

your concerns follows my reply. Thank you for your patronage as a MileagePlus member, Mr. [redacted].  We look forward to continue serving your and your family’s travel needs. Sincerely, [redacted] Corporate Customer Care United Airlines Case ID [redacted] June 13, 2016 Dear Mr. [redacted]: Thank you for your patience while we completed our investigation. I’m sorry to hear your travel do not go as planned. We understand the frustration flight irregularities cause our customers.  Flight [redacted] was canceled on May 27 as a result of inclement weather. I understand weather may have been clear in Houston, but please keep in mind that our pilots and operations team must consider weather conditions not only at a flight's departure and arrival points, but along the flight path as well. Although our goal is to provide you with an on-time departure whenever possible, your safety is always our foremost priority.   Since so many factors can affect our operation, schedules are subject to change.  We are unable to absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at our customers’ destinations resulting from a delay or cancellation, and do not reimburse customers in these instances. I know that this policy does not make your situation easier.  As a gesture of goodwill I am sending your parents and you $100.00 Electronic Travel Certificate to use toward a future United ticket purchase. Please allow three business days for delivery of the certificate in a separate e-mail. I’m certain you will find the certificate easy to redeem. Upon receipt of your correspondence from the Revdex.com, I contacted our airport management in Houston asking them to review this matter and provide me with our ground agent’s recollection of the described events.  Our staff’s recollection of the events differs from your report in some respects.  It’s clear we did not meet your expectations for providing good customer service on this occasion.  While I certainly understand your point of view, I didn’t find that United violated federal disability regulations, since our records show that wheelchairs where provided from the ticket counter to the gate and no further assistance was requested. United is committed to ensuring passengers with disabilities have equal access to the same facilities and services as all other passengers.  Specially trained agents called Complaint Resolution Officials (CROs) are at all of our airport locations.  A CRO is available upon request and has the responsibility and authority to resolve service issues for anyone with a disability.  Please ask to speak with a CRO should you have a concern about a disability-related service while traveling with us.  Pre-travel, a disability CRO can be reached 24/7 at 800[redacted]  It is never our intent to inconvenience our passengers, and I am very sorry if your expectations were not met. We hope you will not judge us based solely on this experience. Mr. [redacted], as you are a MileagePlus® member, your business is important to us. We hope you will continue to choose United whenever your plans call for air travel. Regards,   [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case ID [redacted]   United Airlines is committed to making air travel safe, accessible, and comfortable for our passengers with disabilities. Customers may also contact the U.S. Department of Transportation (DOT). It’s important to note that the DOT does not determine nor influence the issuance of personal compensation by an airline.

Dear Ms. [redacted]: We've received correspondence from the Revdex.com and we welcome the opportunity to address your concerns.  I'm sorry the First Class seat wasn't working properly on your recent flight, and the tray was missing. I understand the disappointment since you...

wanted to enjoy the flight and relax. I'll send a report to our maintenance team to ensure we repair it.    I was very concerned to read about your experience with our flight attendant. It's contrary to our commitment to providing exceptional customer service. I'll make sure to send your feedback so we can review it with the employee. When you fly with United, you expect us to treat you with dignity and respect. We value your feedback as it helps us to improve our services.   I researched your ticket and it shows used. Since there is no value left on the ticket, I won't be able to offer a refund. I'm sending you and your mother, Carmen an Electronic Travel Certificate, which should arrive via email in the next few business days. We're constantly looking at how we can improve when handling these situations and your feedback helps. Once again, I apologize for any inconvenience. Thank you, Ms. [redacted], for your business and loyalty. We look forward seeing you in the friendly skies with United.  Regards,Valerie [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:We thank you for contacting us through the Revdex.com again. We again apologize for any delays you have experienced.  Please provide your [redacted] ticket number and any Refund Request ID given previously and we will follow up this issue.Thanks for your patience. J. [redacted] Customer Care [redacted]

Dear Mr. [redacted]: I am glad to receive your reply and appreciate having an opportunity to address your additional concerns and request.   I am sorry to learn your continued disappointment in regards to our BASIC ECONOMY fares. I was able to retrieve your ticket information from the confirmation number(s) you provided.  Based on my findings, both tickets you purchased are indeed “Basic Economy” Fares.  Your tickets were purchased on December 20, 2017 through a third party travel website.  As my colleague (Ruth [redacted]) previously advise you, whether you are utilizing our United Website or a Third Party Travel website; guidelines of these fares are published at the time of selecting your flight(s).  To finalize your flight selection, customers must click on “I AGREE” to the terms and conditions of the fare, no less than three times on the United website. My continued findings on your ticket show you have “USED” your tickets to travel on January 28, 2018.   Respectfully I regret your refund request has been declined as our Basic Economy Fares are non-refundable.  For additional information regarding our “Basic Economy” Fares, please visit https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx I do realize your experience with us has been disappointing, and as a gesture of goodwill, I will send each of you an Electronic Travel Certificate for you utilize towards your next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Your ETCs will arrive in a separate email containing details on how to redeem your certificate. Please know that are working hard to build an airline that will earn your confidence and approval. We appreciate your business, and we look forward to welcoming you on board a future United Airlines flight.   Regards,   James [redacted] Corporate Customer United Airlines Case ID:  [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I can do the same as you did and just do copy paste from previous emails. READ IT, UNDERSTAND IT AND THE COME TO ME WITH A PROPER ANSWER, DON'T YOU DARE TO TAKE ME AS FOOL AGAIN.   From: [redacted], [redacted] [mailto:Jose.[redacted][email protected]] Sent: Monday, August 21, 2017 1:24 PM To: [redacted], Laurie Subject: RE: RE: DOT Complaint [redacted] - (JOSE [redacted]) [redacted] ([redacted]) Importance: High   If so, how can you explain my bag arrived with me, and by the time I got to customs my bag was not there, and no one was able to give me any information about it after being 6 hours at the airport waiting for a response?   As I stated in early emails, I was left at the Airport for 6 hours trying to get a hold of my bag, which no one was able to provide me with any answer at all. As you mentioned below, the fellow [redacted] Agent did the search of my bag alongside with me and we were not able to find it anywhere that’s where he suggested me to fill out the A-23 form and that he will help me pass it on to United people BECAUSE THERE WAS NO ONE AT THEIR WORK STATION! And I was not able to talk to any United agent until having the Airport Authorities involved and having them paged for like 7 or 8 times (I can’t recall how many times they were paged with no answer), but it wasn’t until the next United flight arrived that they appeared when being called as “Urgently to show at the information kiosk” (refer to my attached email). Ask this question to yourself, who in this world would leave customs without their bag, their only bag? I have witnesses, and they’re more than willing to provide information of how desperate I was for not having any single answer since my arrival.   I did called the 1-800 number you have in your webpage, and this man on the other side of the phone told me that your system was saying that my bag was at customs, and whenever I tried to talk to someone from customs, they told me they’ll meet me at the 3rd floor at the United baggage area, after 20 minutes no one showed and that’s when I reached out to the airport security personnel, and they were so kind to call the Airport Authorities to have them involved as well. And magically, after having the Airport Authorities involved United personnel appeared along with my bag until 1:00 am!   I don’t know what you’re going to do with this information, but for sure you will have to do something to compensate for my 6 hours looking for my bag and not being able to talk to someone from United. You were not there to experience all these in person but I did, and let me tell you this, I sincerely don’t wish you to go through it. So please be so kind to have this properly addressed.   AND THIS WAS YOUR RESPONSE:   From: [redacted], Laurie [mailto:laurie.[redacted]@united.com] Sent: Monday, August 21, 2017 2:52 PM To: [redacted], [redacted] Subject: RE: RE: DOT Complaint [redacted] - (JOSE [redacted]) [redacted] ([redacted]) Sir, I am not sure what happened the day you traveled but there is an On Hand File in the system for you. That file reference number is [redacted]. This file is created when the passenger does not pick up his bag, either in error or the passenger just forgot to pick up his bag, etc. This way if the passenger should call looking for his bag we will be able to direct the passenger to his bag. Since you were with the [redacted] agents the United agents probably thought you left  the airport without claiming your luggage and created the file. The file is heavy documented advising what happened the night you traveled.     I am very sorry for all the inconveniences you have encountered because of this but we are unable to compensate you for a bag that arrived on the same flight as you. Regards, Laurie

Dear Mrs. [redacted]:Thank you for contacting United Customer Care again through the Revdex.com.  We are sorry you were dissatisfied with our MileagePlus Close In ticketing fees.  While no refund or compensation will be forthcoming, please know your feedback and comments are...

appreciated.  While not the answers hoped for, our fees and policies are designed to address issues uniformly and fairly for all our passengers.  Please be assured your concerns have been reported.  I hope you will see we have responded to your e-mails with genuine concern, and although no additional consideration on this regards will be forthcoming, we invite you contact us again if we may address other travel issues.We thank you for your time and patience and hope to see you on a future United flight.Regards,   [redacted] Corporate Customer CareCase ID [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,
Heather Stein [redacted]

Dear Mr. [redacted]:   Your email to the Revdex.com clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created.  Your frustration is certainly understandable. We...

take this opportunity to learn from what happened to fix our broken processes. As a gesture of goodwill I am canceling your December flights without penalties and refunding the $$ to the original credit card used. This is also the right thing to do.   Mr. [redacted], as MileagePlus member you have made a significant contribution to United Airlines, and we greatly appreciate your business and loyalty   [redacted]6052 [redacted]6054   Ana [redacted] Corporate Customer Care United Airlines | 900 Grand Plaza Drive | NHCCR | Houston, TX 77067 [email protected]

Complaint: 11101595
I am rejecting this response because:Airline claimed ticket was not refundable while in fact it was. proof is: they already issued a refund in a first attempt! I was expecting $702.30 but they refunded a ridiculous $68. I declined the refund. Either I get what I am at right to get or I can really spare $68 in my life.In an email, the Airline argued that there are IFs to the refund to take place. I say: I have chosen to pay $573 plus taxes instead of $335 for the ticket so I can get repaired in case I change or cancel my plans. that's $250 option to get the flexible rate on the ticket. Where my 250$ went?
Sincerely,
Anis [redacted]

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com. I was very concerned to read about your experience with our Premier Reservations agent. It's contrary to our commitment to providing exceptional customer service. I'll make sure to send your...

feedback so we can review it with the employee. You expect us to treat you with dignity and respect. There's never an excuse for unprofessional behavior and I'm sorry you didn't have a more positive experience. We value your honest feedback as it helps us to improve our services.I am glad to see an exception was made on record [redacted]. Unfortunately; I am unable to offer you Economy Plus seats on your other reservations due to your upcoming status adjustment to Platinum and I apologize.  However; as a goodwill gesture I have issued you a $350.00 electronic travel certificate that will be emailed to you in a few days.Thank you for being a Premier Silver member with us and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]: Your correspondence with the Revdex.com has been forwarded to my attention for review.  Please accept my apologies for the disappointment you have expressed regarding a travel certificate that was promised to you, that you never received.  I will need to have...

the thirteen digit ticket number in order to look into the matter.  Regrettably, the record locator number that you provided is no longer valid.  I look forward to your response so that I may address your concerns. Mr. [redacted], we appreciate your understanding and look forward to the opportunity to provide you with the service you expect and deserve. Best regards, [redacted] Corporate Customer Care Revdex.com[redacted] Case ID: [redacted]

Complaint: 11120738
I am rejecting this response because: There is no way for me to know that you are evaluating this situation. I'd like confirmation after the evaluation is complete. If you aren't able to do that then I will take other measures and will make sure to never waste my money with you all again.
Sincerely,
Tafena [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,
[redacted]

Dear Mr. [redacted]: The terms and conditions of united.com gift registry reflect that the “usage of a united.com gift registry is valid only for air travel purchases, including ticket price, taxes and surcharges.  Although the terms and conditions of [redacted] do state that credit is “valid with any fare,” we do appreciate your additional comments.    Thank you for your time. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10693098