United Airlines

Dear Mr. [redacted]:The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn you erred when booking your ticket on May 28, 2017, and did not discover the wrong return travel date until June 20, 2017.  United does maintain a...

24-hour flexible booking policy which allows the flexibility to make changes to select reservations within 24 hours of purchasing a ticket without incurring change fees if the purchase was made one week or more prior to the original scheduled departure flight.   As such, it is important that customers double check all ticket information when they receive their printed confirmation or email acknowledgment.  In this case, please understand that the cost to exchange your ticket is not refundable.  I hope this information is helpful when booking future travel.I am sorry for the delay of Flight 352 on June 25, 2017.  We are focused on delivering solid operational reliability, and your feedback will help us as we strive to meet this goal.  I am sending you an electronic travel certificate which will arrive separately via email within the next few days. Thank you for your business, Mr. [redacted]. We look forward to providing you with a more positive travel experience.  Sincerely,Suzanne [redacted]Corporate Customer CareUnited Airlines Case ID [redacted]

Dear Mr. [redacted]:I regret your disappointment with our published ticketing policies and any confusing information you may have received. I hope I can offer some assistance regarding your ticket.  You chose a ticket type that had associated restrictions. Some rules apply to all tickets such...

as; tickets must be used in order, and reservations must be cancelled prior to departure, etc. Depending if changes are permitted, you have one year from the issue date to change or reschedule and still keep the ticket value, however, the ticket is non-refundable.  We want you to be aware of any fare rules so that you don’t lose the cost of your ticket. The restrictions were listed when you chose your travel. Please feel free to speak with our Reservations specialists for future options. Mr. [redacted], while I am not able to honor your request, I have sent you a $150 Electronic Travel Certificate which will arrive via email within a few days. I hope you will apply the certificate to future travel and experience a relaxing flight.  We appreciate your business as a MileagePlus member and look forward to serving your future travel needs. Regards, [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry for the baggage delay you experienced. I know you have been corresponding with our Baggage Resolution Center and you were provided with an electronic travel...

certificate as a goodwill gesture, and I do hope you will utilize the travel certificate toward a future ticket purchase with United.  If you should have further questions or concerns regarding your baggage claim, please do not hesitate to contact the Baggage Resolution Center at 1-800-[redacted] for assistance. Thank you for your patronage as a MileagePlus member, Ms. [redacted].  We look forward to providing you with a more seamless travel experience. Sincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care Case [redacted] Tell us why here...

Dear [redacted]:Thank you for contacting United Customer Care through the Revdex.com.  We are sorry for the delay experienced by your parents on their flight with [redacted].  We will forward this issue along with your comments to management so they are able to see how your parent's...

travel plans were affected.  We apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression created by our partner's delay.As a gesture of goodwill for the inconvenience and thank you for your continued loyalty and patience, we will provide each traveler a travel certificate, emailed separately within 7 business days, good towards a future United flight.We thank you for your business and loyalty.  We’re always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies.Regards,   [redacted] Corporate Customer CareCase  [redacted]Tell us why here...

I regret that we are unable to assist you with this request. Regards, Mae [redacted]

Dear Miss. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear about what took place at the airport on July 23, 2017, and for the bag fees that were collected.  Although they were valid charges, as a one-time exception I have...

requested a refund for those three bag fees.  Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number are [redacted], [redacted] and [redacted]. 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...⇄ you for being a MileagePlus member with us and have a nice day.Regards,   Susan [redacted] Corporate Customer CareCase:  [redacted]

Dear Mr. [redacted]:   I am sorry for any confusion in regards to baggage fees. We receive your inquiry via the Revdex.com, case [redacted].   Although, the fees accessed were found to be correct, we are pleased to offer a one-time exception to refund the fee. Refund ID is...

[redacted], allow one complete billing cycle. Please note our e-ticket advisories do refer to checking each travel direction individually as other factors may apply.  Agree that it is not always stated very clearly.   Thank you again for your loyalty as a MileagePlus member, and please accept my apology for any long hold times, as the recent weather events have kept us very busy.   Sincerely,  [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com. I'm very sorry for your flight delays on December 27, 2017 and on January 03, 2018.  I understand your disappointment that you arrived in Hawaii much later than scheduled, and you missed your...

scheduled excursion.  I also understand your frustration that you incurred additional expenses during this stressful time.   We know your time is valuable and never intended for this to happen. I can only imagine your disappointment. I'm sending you and your daughter each an additional $500.00 Electronic Travel Certificate (ETC), as we want to serve your future travel needs. It will arrive in a few business days to this e-mail address.  As long as the ETC is redeemed before expiring (one year from original date of issue), you can travel beyond the expiration date. 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 thank you for your business and loyalty.  We look forward to seeing you on a future United flight. Regards,   Susan [redacted] Corporate Customer CareCase:  [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 10, 2017.   I'm sorry your seat assignments were different from what you originally booked. I can understand how getting...

your choice is very important. It wasn't our intention to upset you with the change. I'll make sure to pass your feedback along. While we do our best to work with everyone's preferences, we're unable to guarantee seat assignments as our operation continually changes. We're listening to our passengers more than ever and will continue to work hard to be your airline of choice. I hope your next trip goes smoother. Once again, I'm sorry for any confusion with your seats.   Also, I want to apologize for the poor service you described by our airport staff. 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 are unable to honor your request for free tickets or partial refunds.  However, in addition to my apology, I'll send you and [redacted] Electronic Travel Certificate to encourage you to fly with us again. 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. You'll receive the certificates via email in a few days.   On behalf of United, we look forward to welcoming you aboard soon.   Regards,   Candance [redacted] Corporate Customer Care United Airlines Case [redacted]

Dear Ms. [redacted]: We are sorry to hear your disappointment. United offers a refund of the change fee as a courtesy to our customers. Regrettably, we are unable to waive the servce fee as we must follow the proper procedures. Please know your comments have not gone unheard; they have been shared with our leadership for review and consideration of future policies. We do regret being unable to fully meet your expectations in this matter and hope for your understanding in the matter too.    Regards, Marleina [redacted]Corporate Customer CareCase: [redacted]

Complaint: [redacted]
I am rejecting this response because:This is ludicrous. The 24hr period is a clearly predatory rule to prevent people claiming for stolen items from their bag. Is there not even a gesture of goodwill you guys can make for the $1000's of dollars of lost items?
Sincerely,
[redacted]

Dear Mr. [redacted]:I am responding to the complaint filed with the Revdex.com, reference number [redacted]. I’m sorry you're disappointed in our fees.   As part of the ticket’s rules, there is a processing charge for changes.   I regret if that created any frustration. That’s...

not our intention. When booking your next flight, let us know and we can research tickets with less restrictions.  I've 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. Your reference number is 23870337. 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...⇄   Thank you again for letting me handle this issue.    Kind regards, Sarah [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:I am responding to your communication submitted to the Revdex.com.  I regret the circumstances you have described about your luggage. Our goal is always to provide our customers and their belongings with safe and reliable service. Please accept my apology and...

assurances that will make every effort to prevent a recurrence the next time you travel.  I would also like to apologize for the negative impression that was created on the part of our staff. We would like you to know United Airline employees are expected to provide our customers with friendly and professional service at all times. Our customer philosophy also does not condone acts of, and strictly prohibits, discrimination or discriminatory practices of any sort. I am sensitive to your concerns and will share them with the appropriate management teams for internal review and future improvements. I also understand you wanted to apply the $250 travel certificate that was previously issued by our Baggage Service Center to Mr. [redacted] ticket. The confirmation number ([redacted]) you provided shows an All Nippon flight is part of his itinerary. Our travel certificates are only redeemable on any United/United Express operated flight, therefore we are unable to apply the travel certificate. Mr. [redacted], I am very we've let you down. While we do not offer complimentary upgrades as compensation, I would be more than happy to assign a seat for Mr. [redacted] in our economy plus section which provides an additional 5 inches of legroom. Of course, if you prefer to cancel the reservation entirely, we will authorize a refund. Please advise which option you prefer. As always, thank you for choosing United Airlines.  Kindest Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] advises that they show no record of the monies being reimbursed to them[redacted] contacted United on Jan. 30th and United denied promise a refund. I sent United emails to [redacted] left voicemail to me with status need to speak to United. I am on phone now with [redacted] Now [redacted] has sent me the monies. Thank you for your help.
Sincerely,
Peter [redacted]

Dear Ms. [redacted]:
 
Thank you for providing me with the ticket number.
 
Please know however, the receipt did not append to your reply via the Revdex.com.
 
You may wish to resend the receipt via: [redacted]@united.com. Please address the email to my attention.
 
In your initial contact with United you stated you had receipts for everything, please also append these, as I do need verification of cost and date of purchase.
 
If you do not wish to pursue this any further, I may offer you in lieu of the receipts a $300 electronic travel certificate at this time.
 
Please respond at your earliest convenience.
 
 
 
Regards,
 
[redacted]
Corporate Customer Care
Case [redacted]

Complaint: 10961124I am rejecting this response because: I signed on to view their "good will gesture" this was for 200.00 for future use of their airline. I refuse to use their airline again and do not feel 200.00 is an adequate amount for both my husband and myself. I have previously flown with Southwest airlines and had a flight delayed by a few hours. Southwest automatically gave us 300.00 each in vouchers without having to put in a complaint. This airline not only delayed our flight but cancelled them completely. Their food vouchers were for 7.00 a meal. Everyone knows you cannot buy a meal at the airport for 7.00. As stated in my initial claim, we bought a sandwich with chips and drink which came out to 13.00 each. I understand the delay was due to mechanical issues and safety is a priority but as a buisness it is their job to make sure their customers get what they paid for. I most certainily did not get what I paid for as I lost time on my vacation, had additional expenses due to their delays and cancellations, and lost the money for my pre-paid hotel.
Sincerely,Dalia [redacted]

Dear Ms. [redacted]:   Thank you for providing the requested information.   In reviewing Ms. [redacted] ticket, I show this ticket was refunded on February 12, 2016, to the original form of payment.   You may wish to check the credit card ending [redacted]4809.   Please know for future travel, that United may not refund tickets purchased through a travel agency that have not been traveled on. When purchasing a non refundable ticket, it may only be refunded within twenty four hours of purchase.   Again my apology for any confusion.       Regards,   Ruth [redacted] Corporate Customer Care Case:10062752 Tell us why here...

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I did confirm that a $75.00 electronic travel certificate was issued to you on December 01, 2017.  I have attached a copy of the certificate to this email for your review.Please email me back...

through the Revdex.com Website if you have any additional questions or concerns and I will respond back right away.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Tell us why here... Dear Mr. [redacted]:The Revdex.com has shared your information with United Airlines Customer Care Department, and while I appreciate your request for assistance with the reservations record for travel in December, please understand that you must call United...

Reservations for further assistance.We appreciate your support as a MileagePlus member, and we look forward to welcoming you onboard United again soon.Sincerely,Suzanne [redacted]Corporate Customer CareUnited Airlines Case ID 13268237

Complaint: [redacted]
I am rejecting this response because:The fact that you consider United Airlines baggage handlers leaving my luggage in a puddle out in the pouring rain an acceptable practice that merits no restitution is disappointing. I have pursued resolution through the channels you listed and was told nothing could be done. That is why I filed this complaint with the Revdex.com. I will ensure that my friends and family know about my terrible experience with United and how little United cares about customers and their luggage, and I will not ever be flying on United in the future.
Sincerely,
[redacted]