United Airlines

January 22, 2016 Dear Ms. [redacted]: We are sorry for your continued disappointment considering you have submitted an additional correspondence to the Revdex.com.   Please understand that when goodwill compensation is offered to a customer for a possible disservice it is issued in the form of an electronic travel certificate or Mileage Plus goodwill miles.  Since our records do not reflect you having a MileagePlus number, we provided with an electronic travel certificate instead of goodwill miles. Ms. [redacted], we hope you will not judge us based solely on this experience but will re-consider and allow us a future opportunity to regain your confidence in our ability to serve you.   Sincerely,  Judy [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Mr. [redacted]: I'm sorry we couldn't get you to Newark on-time. I can imagine your frustration with our cancellation. I'm sending you each a 200.00 Electronic Travel Certificate, which should arrive via regular mail 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. I am also sending you a $150.00 [redacted] Gift Card against your hotel purchase.  Thank you, Mr. [redacted], for your business and loyalty. We look forward to offering you a better experience on your next United flight.  Regards, [redacted]Corporate Customer CareCase:[redacted]

Initial Business Response /* (1000, 5, 2015/07/01) */
Dear Ms.[redacted]:
I was so sorry to read about what happened.
Your email clearly expresses your disappointment in your flight experience on June 21, and I would like to extend a sincere apology for any negative impression that may have...

been created.
I understand the significance of providing quality service and how important it is to our customers and to the success of our company. Although we have worked diligently to improve the service we provide, it is clear from your comments that we still have some work to do. The service you described is certainly below our standards.
My apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously. We are grateful for your business. In recognition of our appreciation, I am sending you an electronic travel certificate that may be used toward your next purchase. You will receive the certificate in a separate email, please allow 72 hours for processing. The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to use. The certificate can be redeemed on united.com. Included will be the PIN to be provided when the certificate is redeemed for use towards future travel. The ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinations.
We look forward to serving you in the near future, and I am confident we will continue to work hard and earn a better report on your next flight with us.
Regards,

Ms. [redacted]
Corporate Customer Care
Case XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
United Airlines provided an Electronic Travel Certificate has been issued to [redacted] valid towards the purchase of one electronic airline ticket, where eligible, on United up to $100.00.
Redemption information - Total Value: $100.00
Original Ticket Number: XXXXXXXXXXXXXX

Dear Ms. [redacted]:   On behalf of United Airlines, I want to apologize for the inconvenience you experienced as a result of the delay of [redacted] flight, [redacted]. Please understand that we do work hard to minimize flight problems. Our goal is to provide timely flight departures...

whenever possible; however, the safety of our customers and crew will always be our first priority. Flight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a result. Unfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis.   I realize how disappointing it must have been to miss your connecting flight, and I regret your travel plans were interrupted. We cannot always delay scheduled departures, but we do our best to accommodate late-arriving customers when the operation permits. Our ground staff is available to help with rescheduling and amenities during these unexpected situations.   Ms. [redacted], you are a valued MileagePlus member and we appreciate your business. It is never our intent to inconvenience our passengers. As a goodwill gesture, I will send you and your mother a electronic travel certificate each to be used toward a future ticket on United. The terms and conditions of the certificate will be sent from a different email address within 3-5 business days.   We look forward to welcoming you on board a future United Airlines flight.   Regards,   [redacted] Corporate Customer Care Case ID [redacted]

Complaint: [redacted]
I am rejecting this response because:Regardless of your published procedure, or the reasons that you charge the change fees, the fact is that had I simply kept my original ticket and purchased an additional ticket, I would have saved myself money.  There is no reason for a person to ever change a flight, if the original flight costs less than the change fee.  I wish I had realized that before I made the change.If my original ticket had cost more than the change fee, then yes, you could potentially incur costs when I cancelled the flight.  Since my ticket was not more than the change fee, you actually had an additional profit of $21.  Additionally, since I used your change process, you were given the opportunity to rebook that flight, which could potentially allow you to receive double compensation for the seat (my original, plus the $21 difference from ticket to change fee cost, plus whatever the next person purchased my seat for, if it was purchased).  If you are at all concerned with customer satisfaction, why do you allow changes on tickets that cost less than the change fee?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They didn't resolve my problem.
Sincerely,
Xueping [redacted]

Dear [redacted]
We are responding to your additional communication that was submitted to the Revdex.com on October 24, 2015.
Thank you for the clarification regarding the total number of passengers.
As previously communicated, in order to process any type of refund, reimbursements, or goodwill offering, we will need the following information for each passenger:
1. MileagePlus Account Numbers
2. Mailing Address
3. Email Address
We certainly realize that this may be an arduous undertaking, but this information is necessary. Your understanding and assistance are greatly appreciated.
Regards,
[redacted]
Corporate Customer Care
[redacted] [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10939073, and find that this resolution is satisfactory to me.
 
Sincerely,
Samantha [redacted]

Dear Ms. [redacted]:   Thank you for contacting United Airlines.   As a onetime gesture of goodwill, I have requested the refund of your ticket due to possible agent error advising you that the ticket will be refunded.   Thank you for your business and your loyalty.   ...

    Regards, [redacted] Corporate Customer Care Manager 12241436 Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
I am sure you are sincere but I would like to be compensated for my bad experience.
Sincerely,
[redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns with the processing of your refund request (Refund Request Number 20534598). If a flight cancellation prevents you...

from traveling as scheduled, our airport agents will help to arrange alternate transportation for you on the next available United or United Express flight.  Our records reflect that the cancellation of United Express Flight 4954 on February 15, 2016, was due to poor weather conditions.  We understand if you decide to make alternate arrangements on your own, as was the case, and in these situations, our customers can submit their United ticket information via United's website to request a refund, and United Refunds will issue a refund for the unused flight segment. Mr. [redacted], United Refunds did review your ticket information again, and they advised us that the refund in the amount of $15.50 for the unused flight segment of Albany/Newark for travel on United Express Flight 4954 was correct.  Thank you for allowing us to provide assistance, Mr. [redacted].  We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

After reviewing the reservation, a reservations representative called Dr. ** last night (September 25, 2016).  After apologizing for the rude behavior of Ms. [redacted], she explained to Dr. ** that the routing he would like is not valid for an award ticket.  It is not permitted to connect...

through the same city twice, unless it is once for the outbound trip and once for the return.  Dr. ** wants to make an extra stop and connect in Beijing three times.  This is why the web site would not let him book his reservation.  A nonstop flight was offered but he stated that will not work for his plans.  The other option is to put his extra stop on a separate ticket, but Dr. ** does not want to spend any extra miles.  Dr. ** opted to wait for a phone call from another representative to see if he can get an exception to the award ticket rules.

Dear Mr. [redacted]:   We received your letter through the Revdex.com, with reference to case [redacted].   I am so sorry this happened to you and regret any disappointment in how this was handled.  I spoke to our MileagePlus department on your behalf and was informed a...

formal complaint was filed with our Corporate Security fraud department and you were contacted at that time.   Upon reaching out to the security agent today, I was advised you were contacted again today and the miles were restored as requested.  While I am not privy to the details to offer further discussion on the event, I assure you we do take these matters very seriously.   As a MileagePlus Premier Gold member, we hold your loyalty in high regard. I hope that our next opportunity to serve you will earn a more favorable review.   Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Dear Mr. [redacted]:   We appreciate the opportunity to reply to your complaint filed with the Revdex.com.   I'm sorry we didn't get you to your destination as you had planned.   We always want to deliver dependable service and although this delay wasn't under our control,...

I apologize for your disappointing experience. It's important that we listen to our passengers now more than ever as we're working hard to be your airline of choice.   I regret we are unable to refund your ticket as transportation has been provided and your ticket has been used.  To apologize for your inconvenience, I'm sending you an Electronic Travel Certificate that will arrive separately within the next five business days. Using that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you deserve.   I appreciate you chose United for your travel. On behalf of United, we hope to have the privilege of welcoming you back in the future.   Regards,   Cindy [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:I am responding to your communication sent through the Revdex.com.I have forwarded your refund request to Customer Refund Services for review and consideration. Your request will be viewed and handled to conclusion within 7 days. You can check the status of your refund...

request on www.united.com/refunds. Your refund request Id number is [redacted] & [redacted] for ticket [redacted] & [redacted]Meanwhile, your continued patience is appreciated. Regards, Lilia [redacted]Corporate Customer Care[redacted]

Dear Mr. [redacted]:   I am responding to your communication sent through the Revdex.com.  I’m sorry your niece was unable to find her cellphone. When we find anything left onboard, or in the terminal, we keep it at the airport for five days. Then, we transfer it to our Baggage...

Resolution Center. If you have not had the opportunity to, please complete a Lost Items form. You can find this form on united.com > Travel information > Baggage Information > Report lost items. There, you will find the form, instructions and frequently asked questions, including details on what happens if we are able, or unable, to find it. Once again, I apologize you don’t have your item. We will make every effort to return your item.   Regards,   Lilia [redacted] Corporate Customer Care [redacted]

Dear Ms.[redacted];   in order to best assist you I do require additional information.   Please provide me with the original 13 digit ticket number for the Basic Economy tickets.( the ones you requested a refund of)  Please also provide the 13 digit ticket number for the...

Economy tickets you purchased for the same flights, so I may verify this was done correctly.   Please also provide the passengers names as they appear on the tickets.   Once I have the requested information, I will then be able to respond.     Regards,   Ruth [redacted] Corporate Customer Care Case [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because I think my complaint was misinterpreted. I was not complaining I lost my Economy Plus seat, I was complaining about how UA handled the reassignment of my seat. If the seat is not guaranteed, UA can handle the seat changes in a more open and frank way. Instead, UA manipulates the system and changes customer's private information to achieve it. I feel I have been cheated. This is a very serious crime, UA is abusing the trust from their loyal customers! On the other hand, I have serious concerns about how I was picked. Is it because of my Asian name? As UA already had issues on racial discriminations in the past, I have huge concerns that race is a big factor here.I think I deserve an explanation here how my birthday was changed to 2016? I also think the public needs to know if this is a common practice at UA when a "seat reassignment" is needed by UA. Until I have satisfactory answers from UA, I reserve the right to seek answers through other channels and take actions for further investigations.
Sincerely,
Sheng [redacted]

Dear Mrs. [redacted]:I am responding to the additional information you forwarded to the Revdex.com. I am able to increase the mileage offer to 20,000 goodwill miles.  Those miles should be posted in a few days to your new MileagePlus account.  I will also void out the $150.00 travel certificate.Thank you for your continued patience and I hope your next trip is enjoyable.Regards, Susan [redacted]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]