United Airlines

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear your flight was delayed on October 30, 2017.  I did confirm that your tickets are not eligible for a full refund and I apologize.  I will be more than happy to...

offer each passenger an additional $150.00 electronic travel certificate for the overall negative experience.  Please email me back through the Revdex.com and I will reply back right away.Thank you for your continued patience on this matter and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:I am responding to correspondence sent to United Airlines via the Revdex.com.I sincerely apologize for any possible miscommunication you may have received regarding the proper luggage procedures. All representatives are trained in our policies and procedures and I regret...

the information you received was incorrect. Our records do indicate you have been in contact with my colleague and an apology was offered, along with a goodwill gesture of a $200 travel certificate for both you and your husband. If a flight irregularity prevents our passengers from reaching their destination, our agents will help to arrange alternate transportation for you. Sometimes this involves a longer wait than expected, and we will protect a passenger to an alternate city, however, United does not reimburse you for any ground transportation expense. While I understand your disappointment, the travel certificates issued, were within our compensation guidelines. Regrettably, we are unable to honor your request of a refund of rental car charges. If you are not able to utilize the certificates yourselves, as an option they may be used to book travel for another person.We hope that this experience will not discourage you from traveling with us again.  We will do our utmost to make your future contacts with United satisfactory in every respect.   It is a pleasure to serve you.Regards,[redacted]Corporate Customer CareCase [redacted]Tell us why here...

November 30, 2015Dear [redacted]I am responding to a correspondence received from the
Revdex.com. We appreciate the time you have taken to contact us
again, and on behalf of United Airlines I sincerely regret of your continued
disappointment.Our Customer Care department is
committed to providing excellent customer service and will make every effort to
assist our customers whenever possible with post travel issues. I regret I am
unable to assist you with your reservation request. I checked record locator [redacted] and comments
were added to your reservation, that your daughter contacted our Reservations
Department on November 10, 2015. Our United Airlines Representative attempted
to contact our support team, however; since the record is under [redacted]
control we are unable to email or change the itinerary. In addition, our
representative attempted to contact [redacted] directly and their reservations
lines were still closed on November 10, 2015 due to the strike, however; we did
receive notification stating that [redacted] is no longer on strike.Per my
previous correspondence, since our [redacted] Partner, [redacted] Airlines is
in control of your itinerary, regrettably, United Airlines is unable to modify
or email you a copy the [redacted] itinerary. Therefore, we request you contact
[redacted] reservations directly, please call: [redacted] and please give
the representative the [redacted] record locator and they should be able to assist
you with your request. Once again, please accept our apology for not
providing the service you anticipated. I realize this is not the
response you were anticipating and I'm sorry for disappointing you. Thank you for your patience and understanding. I
realize this is not the response you were anticipating and I'm sorry for
disappointing you. Your business and support is appreciated. We look forward to welcoming you
aboard a future United Airlines flight.Regards,[redacted]Corporate Customer CareUnited AirlinesUAL: [redacted]

Complaint: [redacted]
I am rejecting this response because:the original flight I booked was $290 round trip, because of your negligence and the fact that you cancelled the ENTIRE trip without even confirming with me that that was my desire, I’m now paying more than $500 for the round trip. This is not okay. You certainly CAN reimburse me, you’re choosing not to. You put me in this position, because you cancelled an entire round trip flight without telling me without confirming with me and without my permission.As far as I’m concerned, I should be reimbursed for the full $500 I now have to pay, I should be upgraded AND I should be given the so-called voucher you say you’re going to give me.if you do not do the right thing and rectify this, I will go to the press. I am a PR professional, and I have no problem adding to the plethora of bad press you have if you don’t take this chance to fix YOUR mistake.
Sincerely,
Samuel [redacted]

Dear Mrs. [redacted]:Your connecting flight that you both were rebooked on which was UA4006 was recorded as 46 minutes delayed upon arrival into Washington.  I regret that you were advised that your checked in bags were left off the aircraft and would be delivered to your home the following day by noon.  It is disappointing to hear that each time you contacted Baggage Resolution that you were advised of a different story and it took your husband to go to the airport to pick the bags up on Tuesday.Your detailed information will be added to your case file and forward to our Baggage Resolution office for review.Yes, please do file a police report if your stating that your Fendi watch is missing from your baggage.As a goodwill gesture, I have authorized a travel certificate for you and your daughter Lindsey [redacted] due to your dlayed baggage.  The certifiates will be sent to your email address within 24-48 hours.United does appreciate your business.Regards,Sheila [redacted]Corporate Customer Care Case [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 requests (Refund Request Numbers [redacted] and [redacted]).  Our records...

reflect that United Refunds did reach out to you via email on November 19, 2016, and advised you that refunds were approved and processed in the total amount of $2,400 and the form of payment was the original credit card.  And you were not assessed $600 in change fees.  We do hope this information helps to provide clarification.   Thank you for your support as a Premier 1K MileagePlus member, Mr. [redacted].  We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted]Corporate Customer CareUnited Airlines Case ID [redacted]

Dear Mr. [redacted]:I am responding to your latest communication sent through the Revdex.com.I am sorry for any possible misunderstanding or communication from our airport staff; however, passengers do not receive compensation from United for costs resulting from weather, air traffic conditions or other circumstances beyond our control. We appreciate this opportunity to respond and look forward to serving you.Regards,   Lilia [redacted] Corporate Customer Care016244322684710013357

Dear Mr. [redacted]:I am responding to your communication filed with the Revdex.com:I'm sorry for the miscommunication that you received on the part of our Customer Service representative regarding the baggage fees you incurred on [redacted]an Airlines. For future reference, baggage...

policies and fees are based on your itinerary and determined by the operating carrier that checks you in. Customers, can determine their first and second baggage fees by using our baggage calculator via united.com or by contacting the operating carrier directly. Given the misinformation, we will honor your request and issue a check for $85. Please allow approximately 15 business days for processing and delivery. As a Premier Gold customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flight. Julie [redacted]Corporate Customer CareCase ID:[redacted]

Complaint: [redacted]
I am rejecting this response because: Hello Judy, Funny you said you couldn't help me because I never gave my flight information. Well, you never asked. Weird that you don't have the authority to look up someone's name instead of going back a d forth over and over. My flight confirmation number is [redacted]. 
Sincerely,
Martina [redacted]

Dear Ms. [redacted]:   Thank you for taking time to speak with me this afternoon.  Again, my apologies for the schedule change and the negative impact to your husband’s work schedule.   I am pleased we were able to come to an amicable agreement in regards to the change of your...

outbound flight and the subsequent goodwill issued to you.  Please allow up to two business days for the travel certificates to arrive by email.   Thank you again for your continued loyalty to United Airlines as a MileagePlus member.   Sincerely,   [redacted]  United Airlines Corporate Customer Care Case ID [redacted]

Dear Mr. [redacted]:   I am sorry you are not happy with the baggage policies and would like a refund of your ticket.   I regret we are unable to refund your ticket. I hope I can explain how the decision was made.   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. Once again, I apologize and, if you need more information, just let me know.   I am sorry you did not see the embargo information on our website while making your reservation, here is a link to the information.  https://www.united.com/web/en-US/content/travel/baggage/embargo.aspx I regret we are unable to refund your ticket as the ticket you have purchased is a non-refundable ticket.     I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve.   Regards,   Cindy [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:I have reviewed your complaint and do see that Ms. ** with our Executive Services is hand**ng this complaint as well as Mr. David [redacted].In their documents I see that Mr. [redacted] did offer each of the passengers that you have named a $350.00 electronic travel...

certificate.  Ms. ** has contacted you by telephone as well as through email.  I have noted the case file with the complaint to the Revdex.com.Regards,Sheila [redacted]Corporate Customer CareCase 10059499

Dear Ms. [redacted]:   I am sorry you were not aware that if you do not use your ticket in the order to which it is purchased it will have no value. I understand extenuating circumstances prevented you from canceling your reservation prior to departure, resulting in your ticket having "no value"...

status. Our reservation agent was following United Airlines policy when he/she advised your ticket was no longer valid. When you purchased your ticket you agreed to all the terms and conditions of your ticket. By not traveling on your originally scheduled flight the ticket was then cancelled per the rules of your ticket. Although I am unable to refund the additional fare paid on your ticket ($186.40), we have made an exception to restore your ticket. Please know when you rebook travel there is a change fee of $200 will be collected when you rebook the travel. When you are ready to rebook your travel please use confirmation, [redacted] and remember the ticket is valid one year from date of issue so you would need to rebook your travel by April 6, 2018. Thank you for flying the friendly skies. Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:   Thank you for your additional comments.  I'm very sorry we were unable to reach a mutual agreement and you feel the issue wasn't resolved.  In verifying our records, your ticket was issued through a travel agency, [redacted].  I'm sorry to read that you did not find an available agent to assist you at the airport; however, our Reservations agents or our website are available to answer any questions you may have related to your travel, or making any changes to your existing reservation.   As mentioned in my previous email, for most international flights, ticket purchase, check-in and boarding pass must be completed at least 60 minutes prior to scheduled departure. For international travel, we recommend to arrive at the airport three hours prior to departure for required documentation verification, positive bag match, and security screenings. Seats are released for any customer who isn't at the gate at least 30 minutes before you're scheduled to leave.   You asked us to review your request and we have done so. As a customer service gesture, I have authorized a refund of the unused flight segment, [redacted], from San Francisco to Vancouver, on October 3, and will be voiding the travel certificate that was sent to you in my initial response. Our Refunds department will process a refund back to the original form of payment.  Please contact your travel agency for this refund.   The refund reference number is [redacted]. Please allow 7 business days for processing.  I have responded with care and concern, and I remain hopeful our commitment to addressing your concerns will retain your business and loyalty.   We are grateful for your business and look forward to welcoming you on board a future United Airlines flight.   Kind regards,   [redacted] [redacted] Corporate Customer Care [redacted]

Dear Ms. [redacted],   Thank you for providing the name of your colleague.   I found that while Mr. [redacted] was traveling in economy, the fare he purchased wasn’t a Basic Economy fare.  With this in mind, we’ll be unable to refund the baggage fees your paid.  I am sorry for any confusion.   We appreciate your patronage as a MileagePlus member and we are looking forward to welcoming you onboard when you travel on your next United flight.   Kind regards,   Dana [redacted] Corporate Customer Care Case [redacted] Tell us why here...

Dear Mrs. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns.  Our records reflect that you have already contacted the Customer Care Department, and on May 26, 2017, you...

were advised that you and your husband received refunds of your airline tickets, and if you had further questions or concerns regarding your cruise tickets, you would need to follow up directly with the cruise line which you indicated was [redacted] Thank you for your support as a MileagePlus member, Mr. [redacted].  We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Dear Mr. [redacted]:   Thank you for contacting us again through the Revdex.com.   We are sorry you were dissatisfied with our colleague's responses and goodwill gestures.  We regret the difficulties faced and we have tried to answer your query to the best of our ability.  We support our agent's handling and correspondence, and while you have voiced your disagreement, has correctly stated policies regarding rebooking on other carriers,refunds and boarding passes. If a rebooking is required, United must reissue your electronic ticket for that carrier.  United does not reimburse independently booked reservations.    While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated.  Our gesture was meant to address this issue uniformly and fairly for all our passengers.  While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel.  We hope you accept it in the spirit in which it was given and that we can move on in our business relationship. 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,   Joe [redacted] Corporate Customer Care Case 11028767 Tell us why here...

Dear Ms.  Moskvitina: I'm sorry you were disappointed with our employee's service.   I can only imagine how you felt. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas. We want to be a reliable airline that's earned your respect....

The honest feedback helps us meet that goal. Once again, I apologize we let you down.   Our records indicate that an exception was made for you to be able to board the aircraft with two large carryon bags when the basic economy ticket you bought does not allow for any carryon baggage. Also we show you were late checking in for the flight and we put you in the economy plus section of the aircraft which is not allowed with your type of ticket.   In review of your ticket you had purchased a basic economy ticket which does not allow for a carryon. Our gate agent was following the fare rules of the ticket that you purchased; I regret the application of the policy was not done with dignity and respect.   Here is a link to the type of ticket you purchased and the rules regarding baggage: https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx     Your business and loyalty is appreciated. I hope you will give us another chance to give you a more positive experience.   Regards,   Mrs. [redacted] Corporate [redacted]
[redacted] Tell us why here...

Dear Mr. [redacted]:   I'm sorry you're disappointed with my response.   My intention was to show you I understood your concern and let you know I'm sorry about everything that happened when you were advised that you would not receive the premier qualifying miles, dollars and segment credits displayed online due to the MileagePlus program rules. I didn't mean to create more frustration. I've taken another look at your situation and I'm sending you an 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. Thank you, again, for letting me take care of this for you.   We're listening more than ever and working hard to be your airline of choice. I appreciate you helping us get there.   On behalf of United, we look forward to welcoming you aboard your next flight.   Regards,   Candance [redacted] Corporate Customer Care Case: [redacted]

Dear Mr. [redacted]:I am responding to your email forwarded to us from the  Revdex.com. We welcome the opportunity to address the concerns you shared with us. I'm sorry you're disappointed about your denied refund request.We thoroughly understand your point of view and again wish...

to express our true regret in failing to meet your valid expectations. We have re-visited your concerns, and regret that you are disappointed with our prior response. However, all things considered, we do support our earlier decision; I hope I can explain how the decision was made. 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.  Further, this is stated on your confirmation receipt under IMPORTANT CONSUMER NOTICES:"Notice of Certain Terms - If you have purchased a restricted ticket, depending on the rules applicable to the fare paid, one or more restrictions including, but not limited to, the following may apply to your travel: (1) the ticket may not be refundable but can be exchanged for a fee for another restricted fare ticket meeting all the rules/restrictions of the original ticket (including the payment of any difference in fares); (2) a fee may apply for changing/canceling reservations; or (3) select tickets may not be eligible for refunds or changes even for a fee; (4) select tickets have no residual value and cannot be applied towards the purchase of future travel; or (5) travel may be restricted to specific flights and/ or times and a minimum and/or maximum stay may be required. United reserves the right to refuse carriage to any person who has acquired a ticket in violation of any United tariffs, rules, or regulations, or in violation of any applicable national, federal, state, or local law, order, regulation, or ordinance. "In addition, when purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage, which states schedules are subject to change without notice. You may also eligible for a refund if the schedule change modifies the original departure and/or arrival time by 30 minutes or more. This did not apply since the schedule changes were between 5 and 10 minutes. Further, our records show you had accepted the schedule changes.United is committed to providing our customers with transparency regarding our policies and procedures. I invite you to visit the link below for information regarding our Contract of Carriage:  https://www.united.com/web/en-US/content/contract-of-carriage.aspx While I realize this is not the outcome you were hoping for, please know that your business and goodwill are never taken for granted. We aim to provide excellent service to all of our guests and hope you understand our policies are intended to help fulfill this objective. We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support.  We look forward to serving you again soon. Regards, James [redacted]Corporate Customer CareCase: [redacted]