United Airlines

March 23, 2016   Dear Mr. [redacted]:   I am responding to your added communication addressed to the Revdex.com.    I again regret if you were not advised of the restrictions of the tickets you purchased and that there would be a fee associated when changing the tickets.    I must reiterate; however, the Terms and Conditions of each ticket we issue are listed on the ticket and it is the customers’ responsibility to know the policy of the tickets they purchase.   And, unfortunately, without submitting the required documents, we are unable to waive the change fees associated with the tickets. We appreciate your understanding the importance of enforcing our policies and procedures to ensure consistency and fairness to all our customers.   Mr. [redacted], I'm sorry we were not able to assist you with a resolution you felt was acceptable, and we again apologize for any possible misunderstanding.  We appreciate your business and look forward to welcoming you onboard a future United Airlines flight.   Regards,   Nancy [redacted] Corporate Customer Care 10121099 / 10151617

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. Thank you for reaching out! I forgot to respond! United has fully refunded my money. I received the refund last week.I apologize for the delay! Best,  [redacted] 
Sincerely,
[redacted]

December 1, 2015Dear Ms. [redacted]I am sorry to learn you are still unable to locate
the refunds on your credit card statement ending 3527 for tickets [redacted],
[redacted] and [redacted]That said, I have contacted our Refund
Department on your behalf and they have confirmed the refunds for the above
mentioned tickets was processed on September 8, 2015 (less the $50 processing
fee per ticket).  I have also verified
this information on our website.  I have
included the link below for your reference.  Please enter the 13 digit number, and the last name of the passenger, to
see the refunds were issued.https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx...⇄ I must direct you to your credit card
company for their assistance regarding this matter.  Also, if you should you require additional
information regarding your refunds, please contact a United Airlines Refund Representative
at 1-800-UNITED-1 (1-800-864-8331).Kind regards,[redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your refund request submitted on September 28, 2017. 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 tickets 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,   Candance [redacted] Corporate Customer Care Case:  [redacted]

Dear Mr. [redacted]: We are providing the follow-up response from United’s Complaint Resolution Official/DOT/Disability Specialist, Ms. [redacted].  Ms. [redacted]'s reply follows my message. Sincerely, [redacted] Corporate Customer CareUnited Airlines Case ID [redacted]   June 16, 2016 Dear Mr. [redacted]: I realize that it is quite frustrating and upsetting when we receive different accounts of the same situation. Please understand that I was merely sharing the information that was received in hopes to foster a better understanding between us. It was not my intention to upset you further and I apologize. When we review our customers' concerns with the stations involved, we sometimes receive conflicting information. However, it is important to know that this does not minimize or negate our customer's dissatisfaction with the situation and/or service provided. Your correspondence, verbatim, has been shared with the appropriate management and they, in turn, have reviewed this directly with the employee(s) involved. Therefore, the involved station has been alerted to the complaint and they will continue to monitor their overall operation, as well as individuals, if necessary. I regret your dissatisfaction with the electronic travel certificates that were provided you and your parents.  Allow me clarify that the travel certificates were offered in the interest of goodwill only and were intended to provide you and your parents with a chance to experience the service you deserve.   United does not provided goodwill to customers in equal proportion to their dissatisfaction with our service nor do we offer cash/check as goodwill gesture.  While I understand you do not feel the certificates are meaningful given your circumstances, I hope you will accept them in the spirit in which we have intended.  What you have requested exceeds what is available under our policy. We recognize you have a choice of airlines, and we thank you for choosing to fly with United on this occasion. We wish you the best with all of your future travel. Regards,     [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case [redacted]

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear you were unable to use your ticket to Dayton that commenced on March 29, 2017 and I understand your frustration.  I also understand your disappointment that you did not...

receive a pre-check in email, and your return flight was canceled when you did not take your departure flight.  Since you were expecting to travel, I can only imagine how frustrating this was. I'll pass along your comments so we can review our policy. As part of the ticket's rules, you must use the ticket in the order the itinerary was booked; otherwise, you risk losing the ticket's value and your remaining flights will be canceled. I have requested a refund for the unused ticket and the credit card used should be updated within 10 days.  I have also issued you a $200.00 electronic travel certificate that will be emailed to you in a few days.   I hope you will use the certificate and travel with us again!  I hope you have a nice day.Regards, 
[redacted] KayCorporate Customer CareCase: [redacted]

December
15, 2015Dear
Mr. [redacted]
We
are sorry for your continued disappointment considering you have submitted an
additional correspondence to the Revdex.com.  You
mentioned you submitted the appropriate documents to our Customer Refund
Services department regarding your refund request.  We have contacted them on your behalf and are
pleased to inform you that they have since refunded your ticket back to your
original form of payment.  Regrettably,
it may take up to two billing cycles for it to appear on your credit card
statement.  The
case id for your refund request is: [redacted]  You may review your refund status by visiting the following link:  http://www.united.com/web/en-us/content/reservations/refunds/refund.aspxMr[redac...⇄ we appreciate you bringing your concerns to our attention and look
forward to welcoming you on board in your future travels.Sincerely,[redacted]United
Airlines Corporate Customer CareRef
# [redacted]

Complaint: [redacted]
I am rejecting this response because:  please provide a copy or screenshot from your system proving the time the luggage was found in Mumbai On 6/20/17.  If it was found within 3 days, you should have the proof.  Please do not continue to repeat yourself while ignoring my request for proof.  I can already deduce that you couldn’t care less about the poor customer service in Newark since you are ignoring that as well.  In my opinion, I reported it lost around 6am on the morning of 6/17/17 and wasn’t assisted until 5 hours later.  Nevertheless, provide proof the luggage was found by 11am EST on 6/20/17 and I will let this go.
Sincerely,
Lawrence [redacted]

We apologize for any mis communication the passengers received.  The passengers received seat assignments on their boarding passes based on the class of service purchased, which was Economy.  However, the seats they chose on board the aircraft were reserved for EconomyPlus passengers,...

which is at a higher fare.  Unfortunately Flight Attendants are not involved in the seat assignment process prior to boarding however, we task our Inflight Crew to make any seating decisions during the flight.  At times, this may result in passengers being moved.  We did not intend any confusion. Per FAA regulations, passengers are required to comply with Flight Attendant directives, including requests for passengers to sit in their assigned seats. On February 3, 2018, we responded to Ms. [redacted] complaint, and offered an apology for the inconvenience.  As a token of goodwill, we issued both Ms.  [redacted] and Ms.  [redacted] an Electronic Travel Certificate in the amount of $100 ($200 total).

Dear Mr. [redacted]:Thank you for taking my call today.  Again, I apologize for the poor travel experience that prompted you to contact the Revdex.com.  As promised, I have issued a $200.00 electronic travel certificate that will arrive in a separate email within 72 hours.  I...

hope that you are able to use it and give us an opportunity to regain your trust and confidence.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.  Happy holidays.Best regards, [redacted]Corporate Customer Care[redacted]Case ID:[redacted]

Complaint: [redacted]
I am rejecting this response because:I reject this response because united airlines scammed me out of $75.  I misunderstood the new policy and that's why I asked if my baggage was acceptable. I was misinformed at the check-in...if I was properly informed I would have gladly consolidated my luggage and went on my way with solely a personal item. The check in clerk reassured that my luggage was appropriate for my ticket. Once I got to the gate to board my plane I'm at the airlines mercy being forced to pay the fee. It's a scam and I felt taken advantage of. The woman scanning my boarding pass was very rude and belittling and never properly explained why I had to pay the $50 fee.
Sincerely,
Brianna [redacted]

Complaint: 10958482
I am rejecting this response because:  Thank you for the response.  As I am fully aware you have no responsibility for items left on board it is highly disheartening to know you also have no procedure's in place to field the lost and found reports.  Your customer service efforts are poor at best and further confirms the lack of procedures when an item is filed as missing.   Again it would be helpful to know which United Airline employee made any effort in the recovery of the item you were provided given the exact jet, exact seat number, and exact item description.   They are probably still sitting on that jet with the lack of thorough cleaning of the jet.  Otherwise an United employee or contracted service partner would of found them in the seat pocket bottom.  This policy is the most reactive not proactive policy in helping any of your customers which further supports my dissatisfaction in the Big Business Empathy and service of customers.
Sincerely,
Patrick [redacted]

Dear Ms. [redacted]: Below is the information regarding the Electronic Travel Certificate that was issued on the customer appreciation site.Name:  Elizabeth Marie [redacted]Promo Code: [redacted]PIN: [redacted]Issue Date:  07/31/2017 Expiration Date:  07/31/2018Value:  $50.00 It only looks like you are the only one in your party that has visited the customer appreciation site to redeem the compensation that was offered. Please ask Ms. Rosalba [redacted] and Ms. Katelyn [redacted] to visit the customer appreciation site to claim their compensation. If you have any questions please do not hesitate to let me know. Have a great day! Best regards,Tonya [redacted]Corporate Customer CareCase ID:  [redacted]

Dear Ms. [redacted] I'm sorry to hear that you were not able to travel on the ticket that you purchased due to being advised by the reservation agent with United to dispute the charge. The charge that you were advised to dispute was 2265,51 in Brazilian currency (your card is from Brazil),...

so that is about $700 in US dollars. The charge in the amount of 2265,51 was not the charge that the United Reservation agent showed and that was the reason she advised you to dispute the charge.You mentioned that the disputed charge was approved by your bank, so you did travel at a higher rate and there is a pending refund request.The reference number for the pending refund is [redacted].Our United Refunds team will send you an update when your request has been finalized. Thank you for allowing me to handle this issue.Regards, Lisa [redacted]Corporate Customer CareCase# [redacted]

Dear Mr. [redacted]: I am responding to your additional communication submitted to the Revdex.com. I contacted a MileagePlus Service Director who explained that MileagePlus offers 2 ways to redeem miles for gift cards. 1. MPX APP2. E-Gift cards via united.com Anyone is eligible to use the MPX APP. which is what you were attempting to use. Our understanding initially was that you were inquiring about E-Gift cards, I apologize for the confusion. Please be advised that when using the MPX APP, there are security measures in place to help prevent fraud. Because of the number of miles that were being requested and the several attempts that were made on the MPX APP for an [redacted] gift card, the system automatically locked you out. Unless there is a manual override, it can take up to two weeks to re-set itself.   We were also informed that on February 19, 2017, you were successful in redeeming 68,490 miles for an [redacted] Gift card; this was after your initial communication to the Revdex.com. Our records indicate that at present time your MileagePlus account balance is 2079 miles. If you have additional questions or concerns about your MileagePlus account or the MPX APP, please contact our MileagePlus Service Center directly at 1-800-[redacted]. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, [redacted]

Dear Mr. [redacted]:   The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on November 7, 2017.  I appreciate the opportunity to respond to your concerns.   I'm sorry you weren't satisfied with our responses...

when you contacted Customer Care last month regarding this same issue.   Also, I apologize for your disappointment in the customer service you received from our airport staff.  I understand you were initially told a same-day change could be made for you after boarding had begun, then, advised it could not be done due to the routing on your ticket.  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. An apology won't change what happened, but I want you to know we'll address it. 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.   For future reference, same-day flight changes may be confirmed when checking in online, at any airport kiosk, by calling your local United Customer Contact Center or with a United representative.  For more information about our policy you may visit our website united.com or click on the link below.   https://www.united.com/web/en-US/content/reservations/samedaychange.aspx   Our offering of 7,500 bonus MileagePlus miles was a way of apologizing for what happened. It's certainly not intended to add frustration to your experience. We are unable to honor your request for two United Club yearly passes or $1,100.00 in cash.  However, I hope you'll be able to use the compensation to give us another chance to show we appreciate you. I'll include the additional comments to your file. We're listening more than ever and working hard to be your airline of choice. This feedback helps us get there.   We appreciate your business as a Premier Platinum MileagePlus member and hope your next trip with United will deliver the experience you deserve.   Regards,   Candance [redacted] Corporate Customer Care United Airlines Case:  [redacted]

Dear Mr. [redacted]:  United Airlines is pleased to respond to your further reply to the Revdex.com. We apologize again for any misunderstanding with the call center representatives related to your family’s planned trip from Newark, N.J. to San Jose Los Cabos, Mexico and apologize for your understandable frustration. Ultimately, it is each traveler’s responsibility to obtain any necessary travel documents for complying with the laws of each country flown from (the departure country), through (any transit country) and into (the destination country) as stated in Rule 19 of the Contract of Carriage.   I am sorry this is not the answer for which you had hoped but each country sets its own laws and regulations which must be obeyed. Thank you for this opportunity to respond.  Regards, Eve [redacted]Corporate Customer CareCase: 10011498

February 8, 2016 Dear Mr. [redacted]: We are sorry to hear of your complaint filed with the Revdex.com regarding your January travel.    Your dissatisfaction with having to travel on a United Express bus service is understood and has been documented. ...

 We have taken the liberty of researching this on our website.  During the website booking process, when viewing the flight options it does disclose the following information:  Includes Travel Operated by Expressjet Airlines dba United Express, United Express Bus Service.  This information is also noted when reviewing the Details of a particular departure and arrival time.  We regret if this was accidentally missed when making your reservation on our website. Unfortunately, we are unable to honor your request for a ticket refund since transportation was provided.    Constructive feedback, whether positive or negative, is always appreciated as it allows us to review and evaluate our service to you and helps us to consider future changes and improvements. Mr. [redacted], we truly value your business.  We hope you will not judge us based solely on this experience but will allow us a future opportunity to regain your confidence in our ability to serve you.   Sincerely,  Judy [redacted] United Airlines Corporate Customer CareRef # 10002912

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 appreciate United's prompt resolution of this matter. 
Sincerely,
[redacted]

Dear Mr. [redacted]:I am sorry you did not receive a reply to your earlier message; I have researched our systems but unfortunately was unable to locate a record of your previous inquiry and I apologize.With the assistance of our Reservations Department, Record Locators: [redacted] and [redacted] have been...

cancelled and refunds to the original form of payment have been requested. Please allow 7 to 10 business days for processing and 2 to 3 billing cycles to appear on your monthly statement. We appreciate this opportunity to respond to your concerns and thank you for choosing United.Regards,   [redacted] Corporate Customer CareCase: [redacted]