United Airlines

Dear Mr. [redacted]:This is in response to your Revdex.com complaint #[redacted]. I have looked into the [redacted] MileagePlus Explorer Card terms and conditions and you are correct. It read as follows:Priority BoardingThe primary Cardmember and companions on the same reservation will be invited to board...

United-operated flights prior to general boarding. To receive priority boarding, just add your MileagePlus number to your reservation and refer to your United boarding pass for your boarding group number.I apologize for the confusion and inconvenience and will be issuing you an Electronic Travel Certificate, which will arrive in a separate email. I also am very sorry for the shortcomings and inconsistency with our service. We appreciate your business and loyalty as a MileagePlus member. Kind regards,Sarah [redacted]Corporate Customer Care

Dear Ms. [redacted]:   I am so glad we were able to speak and resolve the impasse we had.   As per our conversation, I am replacing the 3 vouchers and I'm sending you one for $300.00 Electronic Travel Certificate, which will arrive via email in a few days. We hope this gives you a future opportunity to receive the service you deserve.   It was a pleasure to speak with you. It's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice.   Ana [redacted] 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 arrived at the gate late due to a delay at the TSA check-in and I understand your disappointment. I also understand your disappointment that you missed your scheduled...

flight.  Please email me back the ticket number that starts with 016 and is 13 numbers in length.  I will then review what took place and process the refund if warranted.Thank you for your patience on this matter an Happy Holidays! Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]:Our new process allows customers to go online themselves and obtain their receipts for their inflight food and beverage purchases.  Again, we are truly sorry that you are unable to obtain a receipt online.  In order to help you, we have asked you to provide us with the thirteen digit transaction number from your credit card statement which begins with the numbers 01629.  Without this information, we cannot research your concerns.  Please be sure to look over your credit card statement and provide us with the transaction number detailed on your credit card statement.We truly appreciate your cooperation with resolving this matter, Mr. [redacted]. Sincerely,Suzanne [redacted]Corporate Customer CareUnited Airlines Case ID 10055256

Dear Mr. [redacted]:I am responding to your complaint filed with the Revdex.com.I'm sorry we didn't get you to your destination when we promised and I understand your disappointment.While we typically do not provide reimbursement in this situation, I have reviewed our records and the...

airport authorized reimbursement of your car rental. Thank you for providing the receipt and I apologize for any misinformation. I'll send off for the $242.72 reimbursement check to be processed. You should receive it in the mail within 21 business days.We thank you for your business and loyalty as a MileagePlus member. I hope you give us another chance to give you a more positive experience on a future United flight.Regards,Dayna [redacted]Corporate Customer CareCase ID: [redacted]

Complaint: [redacted]
I am rejecting this response because: As I have told Elaine, my doctor and I are uncomfortable sending my entire medical history for this one incident, especially so with United not having a HIPAA protection policy. Elaine was free to request the pertinent records from NYFD who provided treatment on site and took me from JFK airport to a hospital in Jamaica - Queens NY.Elaine also agreed that my medical records were irrelevant if I'm agreeing not to file a lawsuit, and when we had our last conversation weeks ago she advised that she would be sending over an NDA to sign for my refunds for the flight. The failure to follow up, again, is why I have filed this Revdex.com complaint and I am asking for assistance.
Sincerely,
Robin [redacted]

Dear Mr. [redacted]: We received your letter from the Revdex.com regarding your refund discrepancy.  I am sorry to learn of your difficulties when requesting a refund of your ticket.  Based on my findings, the ticket purchased is an excursion restricted through-fare with a...

combination of United Airlines and Lufthansa Airlines.  Your ticket reflects that it has been partially used; therefore our Refunds Department established the appropriate refund amount.  For further details regarding your refund request, please visit our Refunds Department at: United Airlines Customer Refund Services Attn Processing Dept P.O. Box 4607 - Dept HQJRF Houston, TX 77253 E-mail: [email protected] Fax: 713.324.1431 I realize your experience was disappointing, and as a gesture of goodwill I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate. We do want you to know that our airport station managers, operations, MileagePlus teams and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.  Mr.  [redacted], as a MileagePlus member, your business is very important to us.  Please know that are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight.   Regards,  James [redacted]Corporate Customer CareCase ID – 9980673

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] is indigent and has no way of communicating to you.  I have to communicate with him via [redacted] Instant Messenger.  Do you have a way he can communicate with you from the Philippines?  He needs to get home and you have his ticket to get home.  He needs the ticket updated so he can make a reservation from the phillipines and come home. I understand privacy law. I dont need to access his privacy records I just need his ticket updated so he can come home.  PLEASE take care  of this! This is not an acceptable response with this situation.

Complaint: [redacted]
I am rejecting this response because:
 Re: Complaint #[redacted]   Thank you for your prompt response regarding this matter. I appreciate United’s refund of our seat upgrade charges, but cannot consider this matter closed until the $52 baggage check fees are resolved.  In additional to my original request of expected outcome from this contact, I would like like to add that United provide additional training and authority to handle these matters to lower level “customer care” representatives, along with an 800 “customer care” number on their website and contact information (telephone numbers and email addresses) for management, in case matters like this are not resolved, or if a customer  would like to pass along a compliment (why wouldn’t the CEO post his/her telephone number, if they consider their service above average?).  In respect and consideration to the American taxpayer’s bail out of the company, their call centers should all be relocated stateside.  Finally, terms should be CLEARLY stated  on their offers and available to consumers after the fact. Regarding United’s response to my Revdex.com complaint, Either United does not know how their fees are applied or or they underestimate the intelligence of their average client. My receipt (see attached receipt below, in my husband’s name) for the checked bags clearly states “2 FIRST CHECKED BAG $25.00”. The tax was only $2, not $52 Mexico departure tax, as Ms [redacted] stated in her reply.  Presumably this $2 tax would’ve been included In any bundled package. Although I have requested in every contact made with United,  a copy of the offer for the bundle that I purchased showing that the offer was only one way, I have yet to see anything but a receipt for the purchase.  Every single representative that I spoke with insisted that this was a one way offer and evidently just expect me to just take their word for it. If this bundle was indeed offered for one way passage, United seems to have questionable business practices,  offering the classic “bait and switch “. I am embarrassed for United, they can’t seem to show any empathy or concern for their average economy passenger. Profits seem to be the priority  nowadays.  Sadly, the airline industry took a hard blow after 9/11, we continued to support them, even gave them a taxpayer bail out to save the business.  Our thanks seems to come in the form of over booking, barely enough leg room to allow for a safe evacuation, extra charges for baggage check, saving money by expecting customers to use their personal devices for in flight entertainment (but only providing power sources in upgraded seating).  It’s time to stop nickel and diming customers to death, cut back their profit margin a bit and offer some decent service.  We bailed them out, their stock holders didn’t, I think United owes a bit more loyalty to the taxpayers than their shareholders.  Pre 9/11, United operated profitably while offering more flights, acceptable leg and reclining room, less overbooking, free first checked bags and meal service — all with affordable ticket prices.  United  has turned their misfortune around (again, with the help of loyal customers, like myself, and the taxpayers), now that they are making handsome profits once more, what happened to the pre-9/11 service?  It’s shameful that United has begun to profit on the heels of a national tragedy. I found it remarkable that it took a week after filing my claim on line to get a response from United, my telephone contacts with their representatives yielded the same scripted responses from each person, leading to a dead end.  When I was finally contacted by “customer care” (an obvious misnomer), I was ultimately told that I had reached the end of the line, they would not resolve this issue and suggested I contact my credit card company.  Each “Customer Care” representative that I encountered seemed uninterested and certainly uncaring.  Their responses contain no contact information (extension, email address, employee ID number), the United website offers only a form to file a complaint, no mention of a telephone number for human contact.  Obviously, it’s United’s policy to avoid such petty inconveniences. Remarkably, within 24 hours of filing a complaint with the Revdex.com, I’m suddenly inundated with calls, emails and messages from United expressing their concern.  I have also been offered compensation in the form of a $100 voucher, which I respectfully decline. Until United provides its customers with respect and empathy and puts customer service over higher profit margin, United will be far from my first choice as a carrier going forward.  I consider it an insult that after their disinterest in handling this matter, their final action was “throwing me a bone” in the form of a voucher to appease me, after other agencies became involved. Please understand that the pursuit of this complaint is not an act of petulance, but a cumulative result of years of declining service, comfort and respect for customers over the years, culminating in general disregard and apathy from their “Customer Care” department. I will continue on with my complaint to notification of media consumer reporting sources.   Regards,   Steven K. [redacted]

Dear Ms. [redacted]:I am responding to your communication submitted with the Revdex.com.I'm sorry for the circumstances you have described about your recent travel experience. So that we research your information and properly address your concerns, would you be so kind as to provide the...

following information:Ticket Numbers (13 digits beginning with 016):Frequent flyer number (if available):Flight Number:Flight Date: Confirmation number:  Thank you.  Regards, Julie [redacted]Corporate Customer Care Case ID:[redacted]

Dear Mr. [redacted]:  I'm sorry you feel my resolution didn't meet your expectations.   It's not my intention to add frustration.  If you could let me know an acceptable time to call, I'd appreciate a few moments so I can make it right. While I can't guarantee the offer will change, I want to make sure I do all I can to help you. Your satisfaction is important to United, as we continue to improve our service so we may offer a better experience.   I look forward to hearing back from you.  Ana [redacted]UA Corporate Customer Care

Dear Ms.  [redacted]:   Thank you for taking the time speak to me regarding your refund request on change fees and fare difference on your brother’s ticket.  As explained in our conversation, his original e-ticket was to travel from LAS-SFO-PEK on February 26, 2018. When he “no-showed” his...

trip from LAS-SFO on February 26, 2018; he had broken the contract of the e-ticket that he had purchased, as to why he was charged a change fee and fare difference.  I regret for any possible misunderstanding you may have perceived regarding our ticket policies and changes.    Respectfully I regret we are unable to refund your fare difference of $437.10 USD as it remains consistent with our ticket policy.  However as agreed in our conversation, I will make an exception to refund your change fee of $237.00 USD.  Your refund will be sent in a check and will also be sent to your address.  Please allow 3 to 5 business days for processing.    We do want you to know that our senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.   As a MileagePlus member your business is very important to us.  Please know that are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight.     Regards,   James [redacted] Corporate Customer Care Case ID - [redacted]

Complaint: [redacted]
I am rejecting this response because: it was not my intention to be squeezed into the wall during my flight either but it happened. Your company has no rules against this and I was not helped by your employees when they were able to help. Very disappointed. Requesting refund. 
Sincerely,
[redacted]

Dear Mr. [redacted]: Thank you for your reply. I have been asked to respond on behalf of my colleague, Ms. [redacted]. I’m sorry your flight was delayed causing you to miss your connection. I realize how frustrating and stressful that this was for you.  I regret your luggage was delayed.When other airlines are included in your travel arrangements, the final carrier is responsible to respond to issues involving luggage. As this is the industry-wide standard, please contact the final carrier on your itinerary to file your baggage claim. It is recommended to provide the bag tag number, detailed information, along with original receipts, so that they may process your claim, ID [redacted]. I have confirmed your baggage claim, ID [redacted] regarding your return flight, and our records indicate your bag has been delivered.Although I can’t change the event that caused the flight interruption, or the delayed bags, I would like the opportunity to make things right with you and regain your trust. To help make amends, in addition to the $150 issued by Ms. [redacted], I am sending you a $150 electronic travel certificate that can be used toward another United or United Express ticket. You can expect delivery via email within 3-5 business days.  Mr. [redacted], we thank you for your business and we look forward to another opportunity to deliver the experience that you deserve. Thank you for flying the friendly skies. Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:I am responding your communication filed with the Revdex.com on February 8, 2017.I'm very sorry for the disruption to your travel schedule from Washington Dulles to Brussels on January 1st and regret that we did not provide the quality level of service you deserve. We...

certainly recognize how we respond to events like this is vital in keeping your trust. Your comments about your experience, including your dissatisfaction with your overnight accommodations that were provided are important to us and will be shared with the appropriate management teams responsible for future improvements and consideration. As previously communicated by one of my colleagues, as a tangible expression of our apology, passengers confirmed on United Flight #950 were invited to select a goodwill token via our Customer-Appreciation website. At your convenience, please visit united.com/appreciation.   While we do not issue refunds when transportation has been provided, we will reimburse the expense of your ground transportation between the airport and hotel. Due to auditing purposes, receipts are required. The documents can be forwarded in an attachment via email or sent to the following address:United AirlinesCustomer Care11555 W. Touhy AveChicago, IL 60666Attention Julie [redacted]Case ID[redacted] We appreciate your business and we will make every effort to leave a better impression when we have the privilege of serving you again. Please accept our apology and allow us that opportunity. Regards,Julie [redacted]Corporate Customer Case ID[redacted]

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear Mr.[redacted]
I am responding to your complaint filed with the Revdex.com.
We are sorry for the dissatisfaction which you express regarding the service provided on August 8, 2015.
United's goal is to meet our...

customers' expectations to depart and arrive in a safe and timely manner.

For most international flights, customers need to complete the purchase of the ticket, check-in and obtain a boarding pass ** least 60 minutes prior to scheduled departure. We suggest international customers to begin the check-in process three hours prior to departure to allow adequate time for lobby congestion, required documentation verification, positive bag match, and security screenings.

United will cancel the reservation and release seats for any customer who is not in the boarding gate at least 30 minutes before scheduled departure time. This allows our gate agents to take care of customers' seating and upgrade needs as well as to complete the final preparations for departure. Given you family members were not in the boarding area within the allotted timeframe, their seats were released and proper procedures were taken by our agent when rebooking them on the next available flight.
Mr.[redacted] despite the negative experience, we hope to have your continued business and support. We realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again.
Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely understand and agree that at least 60 minutes are required prior the departure of the flight for international travel, as my original complaint says, we where there at least about 1.30 prior the scheduled departure time, I was able to obtain 1 boarding pass [redacted] since your asociates took to long to do the check in and talk to other associates living us on the counter waiting for about 15 minutes, we where unable to do the check in ourselfs for the other 2 passengers, your flight was overbooked and this is the real reason why your crew took to long and refused to help us with the check in since the beginning , we where there in time, I was offered by your system the option to give my seat with a compensation and other passengers where offered 1000 in credit, even your crew confirmed that the flight was overbooked, being this the real reason why you didn't let us board.
Final Business Response /* (4000, 9, 2015/09/29) */
Dear Mr.[redacted]
I am responding to your reply forwarded to the Revdex.com.
I am sorry my previous response was misunderstanding. When traveling internationally, the suggested time to arrive at the airport is 3 hours before your flight departs. This will allow for peak travel times, lobby congestion, check-in, checking bags, and security screening. Additionally, it helps to provide ample time in the event any unforeseeable issues may arise. Also, consideration should be given to the size of an airport. An International airport, like Los Angeles, can be more difficult to get through, requiring more time, due the amount of people traveling through it.
In addition, sometimes when a flight looks like it might have more customers who will show up, than the amount of seats that are available on the flight, we may ask if any volunteers would be willing to take a different flight in exchange for compensation. This is done as a pre-emptive measure and volunteers are not always needed. During the final boarding process our agents will determine if any volunteers are needed. In this case, no volunteers were needed, and there is no record of anyone giving up their seat in exchange for a $1000 certificate.
While I cannot honor your request for a $1000 certificate, as a gesture of goodwill, I have issued (3) $100.00 Electronic Travel Certificates. These certificates will come under separate cover. Please allow up to 72 hours for the certificates to arrive in your email account.
Mr.[redacted] we appreciate your business. It is a pleasure to serve you.
Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX

Final Consumer Response /* (2000, 11, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms. [redacted]:   The Revdex.com has notified United Airlines that you have files a complaint against us regarding your travel experience on June 9, 2017. I'm sorry our 180 minute delay of flight 590 from Chicago, IL to Madison, WI disrupted your important plans on your birthday;...

this was definitely not the experience we wanted for you.   Since transportation was taken, I'm unable to honor your partial refund request, but I'm sending you, Joshua [redacted], Austin [redacted] and Jozef Dehaan Electronic Travel Certificates, which will arrive via email within a few days. I hope you'll use the certificates to give us another opportunity to provide the service you deserve. We recognize you needed to get your destination on time. I apologize we let you down. United works hard to run an on-time airline; however, unforeseen events challenged us during your flight. We'll work harder to keep your business and loyalty.   I appreciate you chose United for your travel and on behalf of United, we're hopeful your next experience will be more positive.   Regards,   Candance [redacted] Corporate Customer Care Case:  [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. So long as they AP hold what they have promised in reference to $400 travel credit and delayed bag refund. Thank you!!!
Sincerely,
Taiquitha [redacted]

Dear Mr. [redacted],   I'm sorry to hear that you were unable to travel as planned.   This must have been a disappointment for you.  I understand that you are disappointed that your refund request was denied.   When I reviewed your refund request I found that United Refunds...

received a note from your doctor along with your refund request.  However,  it was determined that the note did not have the information required to process the refund, and United Refunds sent you an email letting you know the reason for the denial.  With this in mind, I'll be unable to authorize a refund of your ticket.   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 ticket include: using flights in order, canceling before departure and having a year from the issue date to use remaining portions.   While the refund was denied, please keep in mind that your ticket will remain in our system for one year from the purchase date so that you can use the ticket.  At the time of reissue, there will be a change fee and a possible difference in fare.  You may then request a refund of the change fee.   I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve.   Kind regards,   Dana [redacted] Corporate Customer Care Case [redacted] Tell us why here...

Initial Business Response /* (1000, 5, 2015/09/17) */
Dear Mr. [redacted]
I am responding to your complaint filed with the Revdex.com.
We are very sorry for the problems you experienced when trying to obtain a receipt for your overweight baggage fee.
I have asked our...

Ticketing Department to send you a copy via email and waive the service charge. Please allow 48 hours for processing.
Mr. [redacted] despite the negative experience, we hope to have your continued business and support. We realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again.
Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX