United Airlines

July 14, 2017 Dear Ms. [redacted]: The Revdex.com has sent your correspondence to our attention. I'm very sorry you were disappointed with the schedule change.   As you didn’t include any ticket information, we aren’t able to offer a specific response. Our Customer Care department...

does handle post travel related concerns. If you need any assistance with the changes, it is necessary to contact Reservations at 1-800-UNITED-1 and our representative will do their best to assist. We want to deliver the schedule you need, but sometimes there are operational limitations. I apologize for the inconvenience. I have included the path below on our website, united.com. I’m sure this will explain the policies surrounding schedule changes.   Home>FAQs and helpful information>Schedule changes   Ms. [redacted], we appreciate your business as a MileagePlus member and look forward to welcoming you aboard your next flight.   Kind Regards,   Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:I appreciate you took time to share your thoughts about our services and your recent experience.  I'm responding to a complaint forwarded to us from the Revdex.com. Your constructive comments help us to improve our products and to gear them towards your needs....

We'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with us. It's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice.  That said-The DOT policy you're referencing does not apply to your situation.  The rule you referenced only applies if you purchased the tickets directly from United Airlines by using our call center representatives or our website united.com.  You purchased your ticket from a travel agency. Our record in indicates you were given a waiver of the required change fees $200.00 to rebook the tickets if you did so by February 19, 2018 as a goodwill gesture. When you purchase a non refundable ticket for another person, you're not entitled to any compensation or goodwill.  The person named on the tickets are the owners of the ticket (not the person purchasing the ticket).Since the ticekts you purchased are Non-Refundable, your request for a refund id denied.  Please have you Travel agency explain to you the Terms and Conditions of the ticekts you purchased. I apologize for any misunderstanding of our policy as it should have been explained to you by the agency you used to purchase your family's tickets. On behalf of our United family, we look forward to welcoming you aboard your next flight.Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:   Reservations confirmation number [redacted] does reflect the 24-hour risk free refund was applied in this case, and United Refunds verified that there was no charge to the credit card for the issuance of a ticket as the reservation was cancelled within the 24-hour time frame.  Please be sure to provide us with the credit card statement detailing the $563.90 charge and the $250 charge for reservations confirmation number [redacted], and we will be more than happy to forward this information to United Refunds for their handling.   Sincerely,   Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10693557 Tell us why here...

Dear Mr. [redacted]I am responding to a correspondence received from the Revdex.com.
I'm very sorry for your flight delay, [redacted] on February 8, 2017 from Houston, TX to Cancun, Mexico.

We know your time is valuable and never intended for this to happen. I can only imagine your...

disappointment. I'm sending you a $200.00 Electronic Travel Certificate, as we want to serve your future travel needs. It will arrive in a few business days. I'll also send on your feedback. United works hard to run an on-time airline; however, unforeseen events sometimes challenge us. I'm sorry this happened with your flight. In the future, we'll try harder to meet your expectations. We strive to operate each flight as planned and regret when necessary delays or cancellations create an inconvenience to our customers. Although we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences.
Your United ticket was a contract between us to transport you safely and as comfortable as possible to your ticketed destination, between your point of origin, Houston, TX to Cancun, Mexico. Unfortunately, we are not able to honor your request to refund a ticket on another airline since transportation was provided on United Airlines to your ticketed destination. Also, our airport agents work diligently in accommodating customers on the next available flight when the connecting flight is part of the ticketed itinerary.
Please be assured that United Airlines values your business and we look forward to serving you again in the future.
Mr. [redacted] as a MileagePlus member, we thank you for your business, loyalty and look forward to seeing you on a future United flight.
Regards,
[redacted]
Corporate Customer Care
Case ID: [redacted]

Complaint: 11135660
I am rejecting this response because:It did not address the resolution nor the crux of my complaint. Please advise United to rescind their offer they sent as it's not a proper resolution anywhere close to what I was requesting. Please advise United that I'd rather receive nothing from them if this is how they respond to customers based on their mechanical faults with their equipment and would request to keep a negative rating for this complaint with the Revdex.com for United airlines.
Sincerely,
Jeremy [redacted]

Complaint: [redacted]
I am rejecting this response because:Your employee told us there would be NO FEE when we called on the 18th of February. This person represents your company and just because the note on the account has "conveniently disappeared" does not give you the right to over charge for flights. It was the same amount of segments as our original flights and therefore would cost the same amount of money to operate. I will not pay for your employees mistake. A voucher would be useless to me as I will never use United Airlines again. This whole situation has left a sour taste in my mouth that I don't think you are willing to help fix. Our original flight from Fiji was scheduled for Feb 21 with [redacted]. They then rescheduled us for Feb 27 on [redacted]. This was a huge natural disaster and your actions thus far have shown just truly how little you care for your customers. 
Sincerely,
Joseph [redacted]

Dear Ms. [redacted]:I understand that you were booked on United Express Flight [redacted] on November 21, 2016  Our records indicate the flight was delayed due to crew/weather. We certainly recognize how disruptive irregular operations can be to your already busy schedule and  regret the...

inconvenience you and Mr. [redacted] were caused. To clarify our policies and procedures during irregular operations. When a flight has been cancelled or experiences a lengthy delay, we will rebook our customers onto the next available flight, sometimes the wait can be longer than expected. If the protection offered is unacceptable, our customers can go standby on an alternate flight to see if space becomes available due to last minute passenger cancellations, travel from/to an alternate airport at no additional charge or a request a refund. We do not however absorb the cost of the out-of-pocket expenses that can be incurred. Ms. [redacted], I''m very sorry that the flight options available at the time were not more conducive to your needs. Although we are unable to provide you with the generosity you have requested, we will send each of you a $150 travel certificate as a gesture of goodwill. The electronic vouchers will be delivered separately via email within the next 3 business days and can be redeemed by the persons of your choosing on any United/United Express operated flight. I truly hope your next trip with us provides the seamless customer experience you deserve.We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,[redacted]Corporate Customer CareCASE ID:[redacted]

November
30, 2015Dear
Mr. [redacted]:We
are sorry to hear of your complaint filed with the Revdex.com
regarding your experience when traveling from Baltimore to Wichita on United
and our United Express partner, ExpressJet Airlines.  We
regret to hear that you felt forced to...

purchase an Economy Plus seat on board
your flight.  Please understand that seat
assignments are available on a first come first serve basis and United, like
other airlines, does not make all seats on a flight available for advanced
assignment.  If your preferred seating is
unavailable in the standard economy section, we do offer the option of
purchasing an Economy Plus seat which provides up to five additional inches of
personal space.  Please
know we do have a procedure in place to ensure our customers receive a seat
assignment.  Approximately 15 minutes
before a flight is scheduled to depart, the gate staff will begin canceling any
unclaimed seats and seats that may have been withheld from advance seat
assignment.  These seats will be
reassigned to customers who do not have a seat assignment. Additionally,
we are sorry you were unable to enjoy our beverage or snack service considering
you mentioned your seat did not have a tray table. We
appreciate you bringing your concerns to our attention since our customer's
feedback about our products and services is very important in helping us
improve our customer's overall travel experience.  Regrettably,
we are unable to refund your Economy Plus purchase.  However, because we recognize your travel
experience was negatively impacted, as a tangible gesture of our regret we will
be issuing you a $75 electronic travel certificate for your use on a future
United and/or United Express flight.  The
electronic travel certificate number along with the terms and conditions will
be emailed to you under a separate cover.  Please allow up to five business days for receipt.Mr. [redacted], we sincerely appreciate your business.  We recognize you have a choice of airlines and hope you will allow us a
future opportunity to welcome you on board.Sincerely,[redacted]United
Airlines Corporate Customer CareRef
# [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me. Thank you for your attention and your quick response! I have received the refund, and the electronic ticket. I really do appreciate you taking the time to review this. I don't want this to happen again, or to any other customer and  I knew if I turned to Revdex.com, they WILL make the difference! No, they (United) cannot undo what my mother in law went through but you sure have made this better and we know now that our voices are heard! Thank you Juan! Thank you Revdex.com! 
Sincerely,
Lezlie [redacted]

Mrs. [redacted] case was submitted to claims department for a second review. The claims analyst spoke with passenger. She advised Mrs. [redacted] that we will re-issue check for $756.00 plus send compensation in the form of a Travel Certificate for $250 x2 for a total of $500.00. Mrs. [redacted] agreed to...

amount of check and compensation.

Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention for response.  We appreciate this additional opportunity to address your concerns. I am sorry to hear about the situation your family is in and I hope that everything is okay.  It is fully...

understandable to why you want to cancel your ticket and I am sorry that our customer service agents haven't showed you the empathy that you should have received.  What I am going to do is honor your request for a certificate in the value of your ticket to allow you to travel at a different time.  Our certificates are electronic and you will receive it within 3 business days via email.  Please let me know if you don't receive it.We apologize for the inconvenience and thank you for bringing this to our attention.  Your business and satisfaction does matter to us.Juan [redacted]Corporate Customer CareCase:  [redacted]

Dear Mr. [redacted]:I can understand your disappointment with the loss of your niece’s cell phone, and I am sorry for this unfortunate experience. Regarding your reimbursement request, United does not assume responsibility for unchecked personal property left at the airport.  If found we will try to return them, but I am sorry we are unable to make up for your loss. We would be happy to cooperate with your personal insurance agent to provide information about your travel with us.Please understand that United's liability for a customer's missing articles covers items included only in checked luggage on all domestic routes and unchecked luggage on international flights.Regards, Lilia [redacted]Customer Care Manager[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. Although, United Airlines was under no requirement to reimburse us they did and we greatly appreciate it.
Sincerely,
Craig [redacted]

Dear Mr. [redacted]:   Thank you for your response to the Revdex.com.   As this reservation has been exchanged numerous times, and the award level also changed, the computer can no longer do the exchange for you.   You may go on line to United.com and if you find a different Award travel you wish to change to, please contact a United Reservations specialist and they will be happy to assist you with the change.   You may log into your Mileage Plus account to view which awards are available ( Standard versus Saver). Award seats may not be available on all flights.   If you continue to receive an error message, please take a screen shot and append it either to your response, or you may contact us at [email protected].   Again, as a Mileage Plus member, my apology for the confusion.    Regards,   Ruth [redacted] Corporate Customer Care Case:[redacted]

Dear Mr. [redacted]:  We have taken care of your refund request .   Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. 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...⇄    As a way to say we're sorry, you were provided an Electronic Travel Certificate for both travelers, which should have arrived via email in a few days. We hope this gives you a future opportunity to receive the service you deserve.   Thank you again for letting me handle this issue.   I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.  Regards, Lisa [redacted]Corporate Customer CareCase# [redacted]

Hello, We received this response from Mr. [redacted] (below), and agreed to send two $100 coupons.  The coupons were sent by email to [redacted]'s email address, with reference to case [redacted].  We apologize for any misunderstanding in the terms of the credit card agreement for the benefit of the free checked bag and hope this tangible gesture reassures you of our commitment to our customers.Kind regards,Suzanne [redacted]Additional Comments from Consumer:United offered $25 coupon instead of refund. The coupon can not be used other than an airline ticket. I am willing to accept $100 coupon instead. Sincerely, [redacted] Tell us why here...

Dear Mr. [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. Your email clearly expresses your disappointment in the...

upgrade process that you felt was complimentary and your miles should not have been used. I would like to extend my sincere apology for any negative impression that may have been created.  Your frustration is certainly understandable, and I have contacted the MileagePlus Service Center and authorized that your 20,000 miles are deposited back into your account. Mr. [redacted], as a Premier Silver MileagePlus member you have made a significant contribution to our airline, and your business and loyalty are always greatly appreciated.   We appreciate your business. Regards, Lisa [redacted]Corporate Customer CareCase# 10711626

Dear [redacted],I'm responding to a complaint forwarded to us from the Revdex.com.  As I stated in my previous email.  A check was processed on March 21, 2018.  If you do not receive the check by April 18, 2018 please contact the United Baggage Service on United.com.  Please us reference number [redacted].Thank you for your business.R. Barrington [redacted]United Airlines Corporate Customer CareCase: [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] In reviewing [redacted] for November 19, 2015, I show the gate F26 was assigned at 3:13 am that morning and  not changed. This flight departed from gate F26 as scheduled. This flight departed on time, and arrived 15 minutes early.
As your prior flight UA983,...

DFW-ORD arrived to gate C31 at 2:49 (six minutes early), this allowed adequate time for you to connect to your flight in the F terminal, and to check the departure board that is stationed at every few gates.
This information is also available via the United.com app.
At this time I must deny your request of an electronic travel certificate.
My apology for any confusion.
Regards,
[redacted] Corporate Customer Care
Case [redacted]