United Airlines

Dear Ms. [redacted]:I am responding to your complaint filed with the Revdex.com.I apologize for any inconvenience you are experiencing when trying to redeem your miles for a hotel reservation.As you are aware, United Airlines and Mileage Plus collaborates with a number of reputable...

companies to provide enhanced travel opportunities to our customers. While we are very selective in the companies that we select to provide other travel services, please be advised those companies are independent and fully responsible to the customer in accordance with their terms and conditions of service.  Although they're our partners in travel, all inquiries specific to their services need to be directed to them for accurate and complete attention. Please contact them at 866-797-0578. I'm sorry we are unable to assist you with your request. We look forward to having you aboard your next United flight soon.Regards,Dayna [redacted]Corporate Customer CareCase ID: [redacted]

February 5, 2016 Dear Ms. [redacted]: I am responding to your correspondence addressed to the Revdex.com. The behavior you described is not reflective of our commitment to providing our customers the highest level of service.  When you fly with United, you expect us to take good care...

of you and to provide timely, efficient and professional service.  There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our flight attendant. On behalf of our representative and United Airlines, I apologize for your disappointing experience.   We work hard to correct problems brought to our attention, and this will be thoroughly investigated. Although we cannot provide specific details about the internal investigation, please know we take your concerns very seriously.   It is never our intent to disappoint passengers, and I am very sorry your valid expectations were not met.   Regards,   Judith [redacted] Corporate Customer Care Case 9996720

Dear Mr. [redacted]   Thank you for taking the time to write on behalf of your father and mother.  Your feedback regarding their upcoming flights with United Airlines is very important to us, and I appreciate and the opportunity to address your concerns.  United Airlines offers...

passengers the option of paying an extra fee to obtain advance seat assignments for preferred seats that provide greater leg room or front cabin space.  These policies are permitted, provided the airline provides the adequate number of seats to comply with DOT rules to accommodate those qualified individuals (traveling with a service animal, fused or immobilized leg) with disabilities at no extra cost.  Customers with disabilities who do not fit into either of these categories may contact our Disability/Medical desk at 1-800-228-2744 for assistance, and those agents are authorized to assess each situation on an individual basis to determine if a specific seat is the only seat in the aircraft that will accommodate the customer’s disability. In review of your parent’s reservation, and based on the information provided in your complaint, your parents were charged correctly, and your request for a refund is respectfully denied.  However, as a gesture of goodwill, I have authorized a refund of the premium seat fees collected for your father, Mr. Krishna Murthy [redacted].    Because you indicated the disputed amount is $1,800.00, it is unclear if you are requesting a refund of the unused tickets because your parents no longer wish to travel with United. If this is the case, please let me know and I will authorize a refund their tickets in full to the original form of payment.     Mr. [redacted], we are always glad to hear from our MileagePlus members.  Your family’s business is greatly appreciated.  Thank you for choosing United Airlines.   Regards,   Tera Lott Complaint Resolution Official (CRO) Disability Specialist – Corporate Customer Care 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 DOT involvement does not determine nor influence the issuance of personal compensation by an airline.

Dear Ms. [redacted]:   Your Revdex.com Case # [redacted] was received in the Corporate Customer Care Executive Services department and forwarded to my attention as the senior case manager.   I'm sorry your trip didn't go as planned for flight 824 on December 19, 2016.   I also apologize for...

the negative impression this situation has created on December 16, 2016. All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstances. We strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers. Based on your comments, we did not meet our goal nor your expectations. I regret you were not satisfied with the service provided. From reading your email, I see we let you down. That's never our intention therefore issuing you a $200.00 electronic travel certificate which you'll receive via email in the next few days. We want to get all of our customers, especially you, on time to your destination. Unfortunately, there are instances when unforeseen issues must be resolved before we can depart. We'll do what we can to improve.   I appreciate your loyalty and your business as a MileagePlus member and that you chose United Airlines for your travel. I hope your next trip with United Airlines will deliver the experience you deserve.   Regards,   [redacted] Corporate Customer Care Case# [redacted]       Tell us why here...

Dear Mr. [redacted]:Our records show we responded to your inquiry regarding any taxes to be refunded due to your diplomatic status in Revdex.com case: [redacted] on September 2, 2016.At that time our Rates Desk had determined that according the website you provided:...

http://www.state.gov/ofm/tax/airline/index.htm your tickets were not charged any taxes or fees you or your family were exempt from, and the taxes and/or fees that were charged were applicable and not exempt, therefore no refund due.As we have previously responded to your inquiry, in order to proceed further we will require documentation on the specific taxes you were charged but should be exempt. Otherwise, we consider this matter closed. We appreciate this opportunity to respond to your concerns and thank you for choosing United.Regards,   [redacted] Corporate Customer CareCase: [redacted]

December 10, 2015Dear Mr. [redacted]j:I am responding to your additional
communication sent to the Revdex.com.  On behalf of United Airlines, I regret to
learn of your continued disappointment.I assure you that we are an integrity-driven
airline.  We ask for your understanding
that our responsibility in Customer Care is to investigate your claim, report
your concerns, and provide relevant information about our policies and
procedures, which I have done.  I am sympathetic to your perspective that the
baggage fees your parents were charged should not apply. I must again
reiterate, United Airlines did not charge your parents for their luggage.  Adria Airways must have assessed the charges
per their policy.  I have reviewed our
files and we have no record of baggage fees being charged by United Airlines
for your parents travel on tickets [redacted] and [redacted], therefore,
no refund is due.As stated on our website, "Your
originating marketing carrier is the airline whose flight number is assigned to
the first segment of your itinerary. If this carrier is not United or United
Express, different charges may apply."  In addition, I have included the link below which will provide this and
other detailed information regarding baggage charges when traveling on United,
and other carriers.  https://www.united.com/CMS/en-US/travel/Pages/ChangedBagRulesOptionalServices.as...⇄ also note, baggage fees may only be
disputed during actual airport check-in.  Agents must be able to physically assess the
bags before appropriate bag fees can be determined; therefore, it is simply not
possible to negotiate excess bag fees over the phone or through mail. Mr. [redacted], I again apologize for the
disappointment this situation has caused.  We truly hope to move forward with our business relationship with you
and your parents, and that they will travel with us on a future United
Airlines flight.Regards,[redacted]Corporate Customer CareCase: [redacted]/ [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,
Leann [redacted]

Dear Ms. [redacted]:The Revdex.com has forwarded your comments to me for a response. I appreciate the opportunity to respond. I'm sorry to learn of the trouble you encountered while booking reservations with other airlines our Web site.Please note that while our website allows booking of...

reservations on other airlines including our [redacted] partners, the reservations system other airlines used is different from United's The availability that you see on the United website can be different from what the other carrier actually has open. When you book reservations that involve space on other airlines, the other airline has 24 hours to either confirm the reservation or advise United that the fare booked isn't available. That being said, I must respectfully decline your request to refund the difference in fares. Again, I apologize for your disappointment.Best Regards, [redacted]Corporate Customer CareezCare Case: [redacted]

Dear Mr. [redacted]:The Revdex.com has forwarded your correspondence to out attention. I have reviewed your information and sincerely apologize for the delay in the refund of the change fees for the Award ticket. I have sent the associated ticket numbers, [redacted] and [redacted] to...

our Refunds department for processing. The reference numbers for the requests are [redacted] and [redacted] respectively. Please allow up to 14 days for processing to be complete.We appreciate your patience and understanding. Kind Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Mr. David A [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com.I'm so sorry to hear about recent illness and hope for a full recovery. I want to help as much as possible. You may be eligible for a refund; however, I'll need some additional documentation so...

I can review and let you know what I can do for you. When you get a moment, please reply to this email with a doctor's note that contains the physician's official letterhead.  We'll also need your ticket number (beginning with 016).  I'll respond once I receive the email. On behalf of our United family, please accept our well wishes.Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. **:   Your correspondence with the Revdex.com has been forwarded to my attention for review.    I'm sorry you're disappointed about your denied refund request. I hope I can explain how the decision was made.   I'm sorry if there was any confusion...

when purchasing your ticket through your travel agency. Our risk free policy is valid for customers who book and ticket a reservation, through united.com, airport ticket counters, or city ticket offices, or use miles to book an award ticket on United.  Customers will be allowed to cancel the ticketed reservation without penalty and receive a 100 percent refund provided the reservation Is cancelled within 24 hrs of purchase and if the reservation is made one week or more prior to scheduled flight departure.   In your case, since your ticket was purchased through a travel agency, our 24 hr. Risk free policy doesn't apply. I'm sorry for any misunderstanding with this policy.   Nonetheles, as a customer service gesture and one-time exception, I've authorize a refund of your ticket. Please allow up to 10 business days for processing. The refund will go back to the original form of payment.  Our records show that a credit card ending in 2057 was used. If that is not your credit card, please contact your travel agency, [redacted], to ensure that your refund has been processed.   Mr. **, we appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve.   Regards,   Leyly [redacted] Corporate Customer Care [redacted]

Dear Ms. Evans:I am responding to the correspondence you forwarded to the Revdex.com.  I will be more then happy to assist you. There was a weather waiver in place to due to the storm from May 27-May 29, but Florida was not included  However; I understand your concern.  I...

can authorize a refund as a one-time exception if that is what you prefer.  I will also refund the bags fees. Or, I can issue each of you a $300.00 travel certificate for a future trip. Please let me know through the Revdex.com Website.Thank you very much and have a nice day.  Regards, Susan KayCorporate Customer CareCase: 14284255

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, though it is not satisfactory that I had to spend this much time and effort on something that could have been addressed in a single phone call.  I hope going forward that United will take more seriously that their customers' time is valuable too, and not require upwards of 20 communications to address something so straightforward.
Sincerely,
Amie [redacted]

Dear Mr. [redacted]   I'm sorry you were disappointed with our employee's service during your recent flight.   I can only imagine how you felt. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas. We want to be a reliable airline...

that's earned your respect. The honest feedback helps us meet that goal. Once again, I apologize we let you down.   I'll make sure to pass along your comments. I regret as the ticket has been used and transportation has been provided no refund is due. However with that said, as a gesture of goodwill, I'm sending you 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. Once again, I apologize for any inconvenience.   Your business and loyalty is appreciated. I hope you will give us another chance to give you a more positive experience.     With kindest regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:
 
I was so sorry to read about what happened. We value your feedback regarding the error in the booking between you and your wife's reservations. From what you describe, we failed to meet your expectations for providing good service. Please accept my sincere apologies....

Rest assured that we want to do everything we can to ensure that your travel needs are met. We understand air travel isn’t always easy, which is why we continually focus on improving our products and services.
 
I spoke with our MileagePlus department and unfortunately they are unable to switch it because the flights have already been flown. Your email clearly expresses your disappointment and I would like to extend a sincere apology for any negative impression that may have been created. While my reply is brief and not as detailed as I would like, please be assured that we do understand your concerns.
 
Mr. [redacted], you are a valued Premier Silver MileagePlus member and have made a significant contribution to our airline. In appreciation for your business and loyalty, I will add bonus miles to your MileagePlus account. Bonus award miles and other miles earned through non-flight activity do not qualify for Premier status. Please visit united.com to verify your mileage balance within 14 business days.
 
We certainly look forward to serving you again soon. I am confident we will work hard to provide a level of service you have come to expect from United Airlines.
 
Regards,
 
Markeia [redacted]
Corporate Customer Care
Case ID [redacted]
 Tell us why here...

Dear Mr. De [redacted]:Please send me your case number so that I may review that information from United Airlines Baggage Resolution. Regards,Sheila [redacted]Corporate Customer CareCase 104[redacted]

Dear Mr. [redacted]:Your correspondence with the Revdex.com has been
forwarded to my attention for review.  Please
accept my apologies for the delay in crediting your Mileage Plus account with
the mileage credit for ticket #[redacted].  Your account has been updated to reflect this travel.  You may view your account at www.united.com.  If you have any other questions or concerns
you may contact us at 1-800-UNITED1. Agents are available to assist you 24
hours a day, 7 days a week.I am also depositing 1,250 goodwill miles into your Mileage
Plus account as a gesture of our concern.  Please allow 7-10 days for the miles to post.  I hope you are able to use them and give us
an opportunity to provide the service you expect and deserve from United
Airlines.Mr. [redacted], we truly appreciate your loyalty and look forward
to continuing our important business relationship.Best regards, Mary Beth [redacted]Corporate Customer CareRevdex.com 10930935Case ID: 9667208Tell us why here...

Dear Mr. [redacted]:Thank you for contacting us on behalf of Mr. Wen [redacted] and Mr. Su [redacted] about their upcoming return travel from Newark to Shanghai. I am sorry they were not aware that their ticket had a maximim stay of 3 months. As they arrived in the United States on July 31, 2015, and want to...

return on July 15, 2016, they did stay beyond the maximum stay of 3 months, and therefore they will be charged a change fee as well as a fare difference to allow return travel beyond the 3 months. Allow me to explain that a service charge applies for changing the time or date of travel for restricted non-refundable tickets. Service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats.Tickets are often reissued for a service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also apply. Customers must pay the difference in fare if the original fare purchased is no longer available. Our published terms and conditions are designed to balance the needs of customers with the business needs of our company. We sell several types of tickets with varying levels of restrictions.Our records show that the passengers have already contacted our Reservation Center, and our agent did advise them of the additional fare collection. Furthermore, they had been advised that it is more economical for them to purchase a new one way ticket from Newark to Shanghai. I hope this information is helpful to you. Thank you for giving us an opportunity to address your concerns.Regards,Gisela [redacted]Corporate Customer CareUnited case ID 10558345

Dear Mr. [redacted]: We are committed to providing excellent customer service and will make every effort to address your concerns about your refund. To facilitate our research, kindly reply to this e-mail with the information below since your request for a refund has nothing to do with a ticket...

being resold, but it depends on if the member purchased a refundable or non-refundable ticket.   Passenger name (s): Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers: Approximate Departure Time: Origin: Destination: We look forward to hearing from you at your earliest convenience. Regards, Lisa [redacted]Corporate Customer CareCase# 10982453

Dear Ms. [redacted]:Thank you for contacting United Customer Care through the Revdex.com.  We are sorry to hear of your concerns and appreciate your request for a refund.  While we empathize with your request, no exceptions to the fare rules or restrictions is possible. ...

Fees are also not waived.  If you are not able to travel or do not wish to travel, you may cancel your reservation and if the fare is nonrefundable, reuse the credit minus the fare rule's specified change fee up to a year from the original ticketing date.No exceptions are possible.  We thank you for your time and patience and hope to see you on a future United flight.Regards,   Joe Libunao Corporate Customer CareCase ID 11604783