United Airlines

Complaint: [redacted]
I am rejecting this response because: I was on the plane for more then a hour on the runway and the conditions of plane was hot no air screaming kids no snack was offered and staff not friendly. [redacted] is not saying how much of an electronic voucher is being given I want to be rebursed for flights.
Sincerely,
Marc [redacted]

Dear Mr. [redacted]:The Revdex.com has forwarded your correspondence to my attention for response.  We appreciate this additional opportunity to address your concerns. Please accept our sincerest apologies for the many inconveniences that you endured with your tickets and change...

fees.  We truly appreciate you taking the time to point out the issues that you faced as we work hard to correct problems brought to our attention.  As an exception I have submitted your $200 change fee to our Refunds Department for processing.  We kindly ask for your patience as this process can take up to 14 business days to complete.  Also, I have documented your current confirmation number [redacted] with my authorization to waive the change fee.  Please note any difference in fare will apply.  I am sorry I wasn't able to locate your First Class ticket but as a gesture of goodwill to help offset your expenses I will be sending you a $250 Electronic Travel Certificate.  You will receive this within 5 business days via email.  Please let us know if you don't receive it within that time period.We understand how disappointing this was for you and we apologize for the factors that contributed to your overall dissatisfaction.  Although we can't undo what you experienced, we can work to correct it.  Your feedback has been recorded and will be reviewed and addressed internally.  I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously.We at United apologize for the inconvenience and thank you for bringing this to our attention.  Your business and satisfaction does matter to us.Regards,   [redacted] Corporate Customer CareCase:  [redacted]

Complaint: [redacted]
I am rejecting this response because I already contacted Adria Airways and they told me that the charge was not because of Adria but because of United. In addition, Adria policy allows one checked baggage per customer not exceeding 23kg so there is no reason for them to charge baggage fees.......again...the chargewas because of United, that is why I am filing a complaint against United. I already called Adria and the check in desk at the airport in Tirana and bothsaid that it was because of United, therefore, this matter is not resolved.  United is just trying to take advantage of two old people which is disgraceful and I will take themto court if I have to just to so that they don't get away with it because its not right.
Sincerely,
[redacted]

Dear Mr. [redacted]: Thank you for the concerns that you’ve expressed via the Revdex.com. I regret  you were disappointed when you requested a name change for your wife's ticket, on confirmation number [redacted],  and it was denied. Our records indicate that my...

colleague, Ms. Betzy [redacted], sent the following response directly to you on February 29, 2016.   Dear Mr. [redacted]:   Thanks for speaking with me this evening. I was able to look into all three reservations and do see yours on [redacted] your wife Mrs. Kristen [redacted]'s on IP05BW and Ms. Janessa [redacted] on [redacted]. I do see that Ms. [redacted]'s ticket is cancelled, but as this is a non-refundable ticket only she can use it. She must use the credit of this ticket # [redacted] for $280.70 by 2/13/2017 or it will have no value.   I do regret that our Reservations agent John gave you the wrong information that you could change the names on the tickets. As the tickets are non-refundable, only the person named on the ticket can use it. There is a 24 hours cancellation rule to cancel and refund ticket within that time and then redo the reservations. But as you called on 2/23/2016 to process this change, the 24 hours rule does not apply. Therefore, when you spoke to Rachel, she was only able to assist you to purchase a new ticket issued on 2/23/2016 for $337.70.   What I was able to do, is to waive the change fee on Ms. Janessa [redacted] on [redacted], when she is ready to rebook her ticket to travel in the future. But she will still have to pay the fare difference. I do hope all this make sense to you.   In our Customer Relations department, we handle mostly past date travel issues. For immediate attention to any future date travel concerns or information, our Reservations specialists have the expertise to assist you with current or future date domestic and international travel plans. Please contact United Reservations at 1-800-UNITED-1 (1-800-864-8331)from the U.S. and Canada where specialists are available 24 hours a day, 7 days a week. Our Reservations Department is not allowed to make any changes without you being on the phone with them, just in case there are any questions or problems. We appreciate your understanding.   We appreciate the time you took to share your thoughts with us, and giving us the opportunity to apologize for any inconvenience. We hope you will not judge us based solely on this experience. Your comments have been shared with management responsible for our airport operations so they can understand your travel experience from your point of view.   Mr. [redacted], as a loyal member of our MileagePlus program, we appreciate your business and look forward to welcoming you on board a future United Airlines flight.   Best Regards,   Betsy [redacted] Customer Care Case: 10075752   You asked us to reexamine your request and we have done so. We do regret being unable to fully meet your specific request to refund your wife's tickets, as her ticket is non-refundable and non-transferable. Nonetheless, our colleague offered a waiver of the $200 change fee that was documented in her reservation, and when ready to use her ticket within its validity time, she will be able to reissue her ticket and use a credit of $280.70 towards the new itinerary. Tickets must be reissued within one year of the date the original ticket was issued. They must reissue their tickets by February 13, 2017.  However, travel does not have to be completed by the expiration date of the ticket, it can be booked for a future date.  For more information on our current ticket usage guidelines, please visit our Web site: http://www.united.com We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Kindest regards to you. Regards,   Leyly [redacted] Corporate Customer Care10122389

Dear Mr. [redacted]: Your complaint has been received from the Revdex.com on your behalf. I appreciate this opportunity to respond.  Please accept our sincere apologies for the damages done to your checked bag when you traveled with us on Feb. 14, 2018. I'm sorry for the incident...

and the inconvenience that you endured.  It is our practice to reimburse our customer for the cleaning/repair expenses when incidents of this nature occur. In order to reimburse you, we will need the receipt of purchase for the damaged clothing, along with the item for review and evaluation. Once the report from the Inflight staff is received, we evaluate our options for reimbursement.   In the interest of time and expediency, and in lieu of reimbursement, I would like to offer you a $300 Electronic Travel Certificate that can be used towards the purchase of a future ticket on any flights operated by United Airlines and United Express. The details will be sent to you via a separate email within 3 business days. The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to use. This includes the $150 travel certificate you were promised by our Baggage Services agent. Using that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you expect.   We appreciate your business, and look forward to welcoming you on board a future United Airlines flight.   Regards,   Ms. Avi [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]    Your complaint has been forwarded to us by the Revdex.com.   I am truly sorry your trip to Reno did not go as planned. Weather sometimes interrupts our operation and I can certainly understand your frustration with the added travel time and expense....

  I won't be able to reimburse your costs or the fare difference to extend your stay because the flight delay wasn't within our control. However, I have authorized a refund for the $200 change fee. I'll also make sure to pass along your feedback, so we can continue working on how to improve when these situations occur.   Once again, I'm sorry it affected your overall experience while traveling with us. I hope you will use the certificate provided by my colleague and give us the opportunity to regain your confidence and support. It is a pleasure to serve you.   With kindest regards,   Laurie [redacted] Corporate Customer Care Case:  [redacted]     Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Yingying [redacted]dear sir or madam,thanks for your reply. But it seems that results and excuses sini [redacted] provided cannot meet my expectation.and I can not agree with the reason sini [redacted] provided.please review the email log between sini [redacted] and me,please give me a reasonable excuse for my experience.

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I just heard back from our Baggage Desk manager about your inquiry. The $[redacted] delayed bag policy was implemented on flights on or after June 01, 2017, and your bag was delayed on May 29,...

2017.  You can find all of the changes we have made on hub.united.com, and the new and improved baggage policy is below: 10. United will eliminate the red tape on lost bags.United will adopt a new no-questions-asked policy on permanently lost bags. In these instances, United will pay a customer $[redacted] for the value of the bag and its contents. For claims or reimbursement over [redacted], additional documentation may be required. This process is expected to be in place in June. However, as a goodwill gesture I have issued you a $[redacted] electronic travel certificate that will be emailed to you in a few days.  Our Baggage Desk did receive your claim form on June 06, 2017 for the out of pocket expenses you incurred, and you should receive a response from them shortly. I am truly sorry your bag was delayed for so many days and your disappointment is understandable.Thank you for your patience on this matter and have a nice day.Regards, [redacted]Corporate Customer CareCase: 12273157

Complaint: [redacted]
I am rejecting this response because:I do not have an adequate reason for why the case remains open. I require either a reason why there is a delay or a date when I or [redacted] will be compensated for the bag lost in United Airlines care.
Sincerely,
[redacted]

Complaint: 11106458
I am rejecting this response because:It does not address the fact that I was promised a refund by a United Airlines representative.  I was told that the details of my case and the promise of a refund was recorded in the United Airlines computer system.  I would not have purchased an alternative flight, hotel, and ground transportation if I was not told that I would reimbursed.  It is unacceptable for United Airlines to simply ignore this fact.  In addition, I understand that flights can be canceled for weather related issues.  However, this was a case of an airline not having the proper equipment to serve the area it was serving.  Airplanes were flying in an out of the airport all day but United canceled my flight because the airplane was too big to handle the fog that had been present every day that week and is typical of Newfoundland.  I was told that the next United flight they could get me on was roughly 36 hours from my original flight and that that plane would also be large and would likely be canceled as well due to fog.  This fact was discussed with a United Airlines representative over the phone before he recommended that I purchase another flight, FOR WHICH I WOULD BE REIMBURSED.
Sincerely,
Max [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. Don’t recall using for a previous reservation. Where was this travel to?
Sincerely,
Paul [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11120230, and find that this resolution is satisfactory to me.
Sincerely,
Tercita [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight delay you and Mr. [redacted] experienced on June 23, 2016, with Flight [redacted], as well as for the difficulties you endured with securing your...

preferred seat assignments for the alternate flight which was Flight 396.  We recognize how important it is to you to get to your destination on time, and we never want to disrupt your travel plans.  As with any airline, United's flight schedules are subject to change due to equipment changes, weather challenges or any number of operational issues.  Mr. [redacted], please understand that seat assignments are not guaranteed as unforeseen operational changes can transpire at any time.  However, we will try our best to accommodate individual seat requests, and we do appreciate your taking the time to let us know about the manner in which the gate agents and flight attendants addressed your request for assistance with your seat assignment for Flight [redacted].  We are focused on delivering solid operational reliability, as well as great customer service, and your feedback will help us as we strive to meet our goals.  A ticket refund is not issued in any situation where transportation was provided, as was the case.  However, we would like to present you and Mr. [redacted] with an electronic travel certificate as a gesture of our concern.  The electronic travel certificates can be used to help offset the cost of future ticket purchases with United, and you will receive the certificates under separate cover via email within 48-72 hours.  In the meantime, your patience is appreciated. Thank you for your patronage and Mr. [redacted]’s support as a MileagePlus member.  We look forward to providing you and Mr. [redacted] with a more positive travel experience. Sincerely, [redacted] Corporate Customer CareUnited Airlines Case ID [redacted]

Dear Mrs. [redacted]:   I am very sorry for any confusion about your bag fees.   I'll make sure to report your feedback so we can review our fee changes. We update those amounts based on a number of reasons, including competitive markets and processing. When we do so, tickets issued before...

our announcements are honored, to meet the expectations you had when buying your ticket. For tickets purchased after the announcement, current fee prices would apply. Once again, I'm sorry for any inconvenience when you had to pay more than you intended. We keep our current fees listed on united.com should you need any other assistance.   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     We appreciate your loyalty and look forward for welcoming you on board a future United flight. Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:   I'm sorry your flight was affected by an Air Traffic Control (ATC) delay. Your time is valuable, and we wish we could've gotten you to your destination sooner. To control traffic flow during irregular operations, ATC will regulate more space between aircraft or even...

instruct airlines to cancel a percentage of flights. This is a difficult situation for all involved, and we will work to provide a better recovery process to serve you better.    When a flight interruption is beyond our control we usually don't offer any reimbursement for out of pocket expenses; however, I want to help make things right. I'm sending a [redacted] gift card to cover half of your expenses, which will arrive via US Postal Mail within a 14 business days.   Regards,   Markeia [redacted] Corporate Customer Care Case ID [redacted]

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28, 2015
Dear Mrs.[redacted]
We are sorry to hear of your complaint filed with the Revdex.com regarding your family's unpleasant experience when traveling from [redacted] to Bangkok on our United Express partner,[redacted]...

Airlines and our Star Alliance partner, All[redacted] Airways.
As our goal is to create the world's most Flyer Friendly airline, we regret to hear that we did not provide this level of service when your family was checking in for their flights. 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 the circumstances.
We realize at times we may not be doing as well as we should when there are circumstances that affect your travel. We also understand that how the situation is handled may severely impact a customer's travel experience. 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.
Our records reflect that the $200 checked baggage fee was charged on July 26, 2015, but was then voided on July 26, 2015. Therefore, if your credit card statement shows a charge we would need to respectfully request for you to contact the bank that administers your credit card.
Regrettably, United does not provide an upgrade as a form of compensation. We also normally do not provide compensation based on the circumstances you and your family encountered. However, we recognize your family's travel experience was negatively impacted. Therefore, as a tangible gesture of our regret, we will be issuing your husband and two children each a $100 electronic travel certificate for their use on a future United and/or United Express flight worldwide. Their electronic travel certificate numbers along with the terms and conditions will be emailed to your email address under a separate cover. Please allow up to five business days for receipt.
Mrs. [redacted], we sincerely appreciate you and your family's business. We will do our best to provide your family a more positive experience on their return trip.
Sincerely,

[redacted]
United Airlines Corporate Customer Care
Ref # XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A $100 electronic ticket for each travelling person (3 total) is an insult to my family. First of all, EVERYONE in my family was impacted. WE didn't get to say goodbye to each other and to make it worse my husband had to run across the concourses with my young children AND a baby in his arm. Secondly, I had to waste my 2.5 hours for your representative to void the transaction that didn't even have to occur in the first place. Now you are asking ME to contact the bank to clean up the mess your agent made and waste more of my time???
I've strongly expressed that we will not be travelling via United even though I personally have over 200k in mileage. I was going to use my mileage to visit my parents in Asia on February 2016 if this incident was handled to my satisfactory. However, if this is the best compensation you can offer, I will politely decline and ask that you provide us something that can enhance our return flights as it's connected to this incident. Giving us a $100 electronic travel certificate is insulting considering you haven't done anything to our satisfaction for this trip. Why should we take United for our next trip to give you more of our business and risk encountering another unsatisfactory experience????? What can $100 afford? You plainly expect us to purchase tickets by paying the difference of what a normal ticket price would be. So you would still earn our business! I must say this is a SMART business move. However, very flawed and need to be desperately improved!
Final Business Response /* (4000, 9, 2015/08/03) */
August 3, 2015
Dear Mrs.[redacted]
We are sorry for your continued disappointment considering you have submitted an additional correspondence to the Revdex.com.
We regret your dissatisfaction with the compensation which was offered to your family. As previously noted, we normally would not have provided compensation based on our compensation guidelines however, based on your family's situation we made a policy exception.
Please understand that if compensation is provided it is issued in the name of the customer(s) traveling. But, after reviewing your concerns we will make an additional policy exception and issue you a $100 electronic travel certificate for your use on a future United and/or United Express flight worldwide. Your electronic travel certificate number along with the terms and conditions will be emailed to your email address under a separate cover. Please allow up to five business days for receipt.
We believe that the compensation we offer is fair and reasonable and in line with the service you experienced. Our intentions are to offer our customers a balance of valuable options that are easy to redeem. We hope you will accept the electronic travel certificates in the spirit we intended.

Mrs.[redacted] your business is always appreciated and is never taken for granted. We understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you and your family again.
Sincerely,

[redacted]
United Airlines Corporate Customer Care
Ref # XXXXXXX

Dear Mr. [redacted]:   The Revdex.com has forwarded your correspondence to my attention for response.  We appreciate this additional opportunity to address your concerns.   I want to express our sincerest apologies for the many inconveniences that you endured with trying to...

change Ms. Rebecca [redacted] ticket with our Reservations agent.  We truly appreciate you taking the time to point out the issues that you encountered as we work hard to correct problems brought to our attention.    Please know that the ticket was purchase through an agency (Expedia) with very strict rules.  The ticket purchased is bind by strict rules that didn't allow any changes and our agents were trying to make exceptions to allow you to change the ticket due to the emergency that you were in.  Since travel hasn't started [redacted] would be the one to make the exception to change the ticket as they have full control of the ticket prior to travel.    We understand how disappointing this situation was for you and we apologize for the factors that contributed to your overall dissatisfaction.  Although we can't undo what you experienced, we can work to correct it.  Your feedback and experience has been recorded and will be reviewed and addressed internally.  I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously.   I am sorry that we are not allowed to refund the ticket due to Expedia's strict rules on the ticket.  If the ticket was processed for a refund the amount paid would go back to the agency.  As a gesture of goodwill and to help offset the difference I will be sending you a $400 Electronic Travel Certificate.  You will receive this within 3 business days via email.   We apologize for the inconvenience and thank you for bringing this to our attention.  Your business and satisfaction does matter to us. Regards,   Juan [redacted]Corporate Customer CareCase:  [redacted]

Dear Mr. [redacted]:
The RevDex.com has forwarded your correspondence to my attention.
Your email clearly expresses your disappointment and I would like to extend my sincere apology for the impact this had for your wedding.
Please provide the following information so that I...

can have our Baggage Resolutoin Department research this matter further and assist with interim expenses: Flight Number:Flight Date:Ticket Numbers:Approximate Departure Time:Origin:Destination:
I would also like to provide you with compensation.  Once I recieve that information, we can proceed.
We appreciate  your business and hope to be able to serve
your travel needs in the future.  Regards, Melinda [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:I'm responding to your communication submitted to the  Revdex.com. I regret the circumstances you've described about your recent trip. Our goal is to provide a seamless travel experience, which includes running a safe, clean, reliable operation and delivering...

exceptional service to all of our customers. Based on your comments about the long lines at Newark and the flight delay you encountered, it seems we failed to meet our mutually high expectations and for that I am truly sorry. In addition to completing your file and forwarding your feedback to the appropriate management teams for future improvements, we will be sending you a $150 travel certificate. The elctronic voucher will be delivered separately via email within the next 3-5 business days. As transportation was provided, we are unable to fulfill your request for a refund. Also, for future reference and as a friendly reminder, Premier Gold members are entitled 2 regular checked bags (62 linear inches) at 70lbs each.  For more information about our baggage policy, please visit united.com; the link is provided below: https://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx? As a Premier Gold customer, we consider it a privilege to serve you as your preferred airline and look forward to the opportunity to see you on board again soon. As always, thank you for choosing United Airlines. Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

Dear Mr[redacted],Your email addressed to the Department of Transportation regarding your experience with United on 11/17/2016 has been forwarded to my attention for review and resolution.First and foremost I would like to apologize on behalf of United for the inconvenience and disservice you received....

We strive very hard to provide all of our customers and their belongings with safe and reliable travel, and commit to resolving an issue as quickly as possible when a service interruption does occur.In reviewing your luggage incident with United Airlines I find that you have been in contact with our claim department regarding your interim claim. Please Keep in contact with our claim department with any further questions about your interim claim.In addition as a small token of our apology I have authorized a travel certificate in the amount of $100.00 which you should receive via email within the next few business days.Again I do apologize for this matter and am confident we will provide the service you expect and deserve on your next United flight.Regards,Vince [redacted]United AirlinesBaggage Resolution Center900 Grand Plaza Dr. Houston, TX. 77067