United Airlines

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,
Michael [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,
Mark [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.
I have communicated with the company's representative and am satisfied with the resolution agreed upon. Thank you.
Sincerely,
[redacted]

Dear Prof. [redacted]:I am responding to the additional information you forwarded to the Revdex.com. If you do not use the full $400.00 certificate you can use the residual value for another ticket.  However; I will be more then happy to issue you two $200.00 electronic travel certificates instead of one $400.00 certificate if that is preferable.Just let me know!Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]: Could you please forward the claim form you filed out and any pictures of the damage bag so we may assist you with your damage bag claim.I look forward to your reply. Regards, Cindy [redacted]Corporate Customer Care[redacted]

March 8, 2016 Dear Mr. [redacted]:   The Revdex.com has forwarded your correspondence to my attention.   We apologize for any confusion surrounding your upgrade request and ticket purchase. MileagePlus upgrade awards are capacity controlled and may not be available at the time of request. Miles and co-pay amounts will be deducted at the time of request or when you are place on the waitlist. This information is available on our published website, united.com. Home > MileagePlus program > Use award miles > Upgrades overview > MileagePlus Upgrade Awards Mr. [redacted], we realize you would prefer to have an upgrade confirmed immediately, regrettably, we are unable to confirm your upgrade at this time. Our waitlist system is designed to protect the interests of our most valued customers, like yourself. We will continue to monitor the flight and will clear the upgrade waitlist, if possible.   Due to your disappointment in this process you have requested a refund, and were advised this is not possible. The ticket you purchased is non-refundable, and is sold with certain restrictions. Unrestricted tickets are also available upon request. Although more costly, an unrestricted ticket may offer a greater degree of flexibility.   We appreciate your business as a valued member of our MileagePlus program and look forward to welcoming you on board a future United Airlines flight.   Regards,   Judith [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]: Thank you for taking the time to respond. We recognize the loyalty you have demonstrated by making United Airlines your airline of choice. We wish to preserve that relationship and your satisfaction is very important.   I will void the certificates already sent to you and send new ones in the amount of $100 each. Please allow up to four business days for the certificates to arrive. Thank you for your business and loyalty as a MileagePlus member and the opportunity to redress your concern.   Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Initial Business Response /* (1000, 5, 2015/09/30) */
Dear Mr. [redacted]
The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight cancellation you and your family experienced on August 1, 2015, which was due to mechanical...

issues.
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. Although we regret any inconvenience the cancellation of Flight 968 caused you and your family, the safety of our passengers and crew members is always our utmost priority. We are focused on delivering solid operational reliability, and your feedback will help us as we strive to meet this goal.

As you know, customers who were ticketed to travel on Flight 968 were invited to our appreciation website, and our Proactive Recovery Operations team offered either MileagePlus miles or an electronic travel certificate which is based on several factors such as the customer's MileagePlus status and the customer's cabin class. Mr. [redacted] please understand that the MileagePlus miles you and your family selected and already received from our Proactive Recovery Operations team were offered as a gesture of goodwill. As United's flight schedules are subject to change, United does not compensate customers for their loss of time, inconvenience, or absorb the cost of unused prepaid hotel accommodations, special events, or ground transportation at their destination. While we regret your disappointment with the goodwill gesture provided for Flight 968, we do hope you will reconsider and accept the miles in the spirit in which we have intended.
Thank you for your support as a Premier Platinum MileagePlus member and [redacted] and [redacted] support as MileagePlus members. We look forward to providing you and your family with a more positive travel experience, Mr.[redacted]
Sincerely,
[redacted]
Corporate Customer Care
Case [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11176225, and find that this resolution is satisfactory to me.
Sincerely,
George [redacted]

August 26, 2017 Dear Ms. [redacted]-[redacted]:   The Revdex.com has forwarded your correspondence to our attention.   I apologize for any confusion surrounding the fares purchased for your daughters travel. The fares do have restrictions, which are clearly stated during purchase,...

as we understand this information is an important part of the decision making process.   I am very sorry you were not expecting this fee and understand your frustration. I am sure this was compounded when your daughters arrived to Dallas Fort Worth (DFW) and the checked bag did not arrive. I am happy to see that you accepted a travel certificate from our Baggage Resolution Center for this bag delay. As a parent, I can certainly understand your worry while your daughter was without her medication. I have requested the baggage fee paid for the travel to DFW, this will be place back on the original form of payment. The reference number for that is [redacted]. Regrettably, I am not able to honor your request of refunds of the other charges, as service was provided. In apology, I have sent you an Electronic Travel Certificate that will arrive via separate email shortly. I do hope it can be used soon so that you or your family may have a more positive travel experience.   We appreciate your business and hope to have the continued privilege of serving your future travel needs.   Kind Regards,   Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]: The MileagePlus service center has advised you will see the miles in your account in 48 hours. Thank you for flying the friendly skies. Regards, [redacted]Corporate Customer Care[redacted]

Dear Ms. [redacted]: I am sorry to learn of your experience when booking online.  Since the confirmation number was not provided, I am unable to review the reservation.  If you were booking a reservation that included travel on another carrier, it is necessary to wait for confirmation of space...

from that airline prior to issuing the tickets. In addition, the availability of our fares changes continuously as reservations are made and cancelled. Unfortunately, we are unable to honor your request. Nevertheless, your disappointment is understood. I am providing an electronic travel certificate as a goodwill gesture. The certificate is valid for travel on United or United Express. You will receive the certificate in a separate email within 3 days. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Dayna [redacted]Corporate Customer Care Case ID: 10534324

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I have replied to United's email directly to me and have not heard back from them on the matter, however the charge has been dropped.
Sincerely,
Tim [redacted]

Dear Ms. [redacted]  Once more I am responding to your communication sent through the Revdex.com.  I am also sorry you continue to be disappointed with my colleague’s response Mrs. [redacted], and policy. As you were only ticketed to fly to Cancun, on us; and transportation was provided, you do not qualify for a refund.  I understand you were delayed 203 minutes into Cancun, which is why you were given a $50.00 electronic travel certificate, but as a goodwill gesture the amount was increased to $150.00.  Once more I apologize for the delay but we are unable to cover hotel accommodations at your destination, special events, and ground or air transportation.  Thank you for taking the time to let us know your thoughts.   We value your business and look forward to welcoming you aboard another flight on United.    Regards,   Lilia [redacted] Corporate Customer Care [redacted] & [redacted]https://www.united.com/web/en-US/content/contract-of-carriage.aspxRule 24 Flight Delays/Cancellations/Aircraft ChangesA.General 3. Schedules are Subject To Change Without Notice - Times shown on tickets, timetables, published schedules or elsewhere, and aircraft type and similar details reflected on tickets or UA’s schedule are not guaranteed and form no part of this contract. UA may substitute alternate carriers or aircraft, delay or cancel flights, and alter or omit stopping places or connections shown on the ticket at any time. UA will promptly provide Passengers the best available information regarding known delays, cancellations, misconnections and diversions, but UA is not liable for any misstatements or other errors or omissions in connection with providing such information. No employee, agent or representative of UA can bind UA legally by reason of any statements relating to flight status or other information. Except to the extent provided in this Rule, UA shall not be liable for failing to operate any flight according to schedule, or for any change in flight schedule, with or without notice to the passenger.

Dear Mr. [redacted]: I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear about your sister, and that you did not receive the service you expected or deserved over the phone from us.  As a one-time exception I have refunded the ticket and...

the credit should be posted to the credit card used within ten business days.Our United Refunds team will send you an update when your request has been finalized. Your reference number is [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 your patience on this matter and my thoughts go out to you and your family during this difficult time. 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,
Tiffany [redacted]

Dear Mr. [redacted]:Thank you for contacting United Customer Care through the Revdex.com.  We appreciate your valuable feedback regarding your recent flight experiences and delays.  We are sorry you felt that the delays were not handled properly. We will forward this issue along...

with your comments to management so they are able to see how your travel plans were affected.  We apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression created.  While we empathize with your request, no refunds are given, since transportation was provided and travel completed.  Also, no refunds are given for voluntary changes, even if the flight was delayed.  However, as a gesture of goodwill for your inconvenience and thank you for your continued loyalty and patience, we will provide a travel certificate to help offset your expense, emailed separately within 3-5 business days, good towards a future United/ United Express flight. We value all our customers and MileagePlus members.  We thank you for your time and patience and hope to see you on a future United flight.Regards,   [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,
Barbara [redacted]

Dear Ms. **:The Revdex.com has forwarded your communication to us. I appreciate the opportunity to respond. I'm sorry to learn that you were disappointed when a $200 fee was collected to refund a non refundable ticket.  Your itinerary is confirmed once the reservation is ticketed....

That's when you get a confirmation number and we send your receipt, which includes important details about your trip. An email confirmation will also go out when you cancel a reservation. Please note, you booked multiple reservations. One was booked on May 5, cancelled within 24 hours of booking and the transaction was voided. That was ticket number [redacted]. A second ticket, [redacted], was also purchased on May 5th but was not cancelled. The third ticket was booked on May 6th using award miles.An exception was made to refund the second ticket because the travel itinerary was the same as the award ticket. The ticket was refunded minus the $200 service fee. Thank you for your business and MileagePlus loyalty. We look forward to serving you on your next United flight.  Best Regards, Maria [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Dear Mr. **:We again are sorry for the difficulties with your flights and our agents.  Please know your comments in your previous email were noted and will be followed up by our management team.  Direct customer feedback about our products and services is so important in helping us to...

improve. Please know our goal is to operate every flight on schedule, every day. Unfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed. When this occurs, we want to minimize the impact to you as much as possible and keep you informed.I'm sorry we didn't get you to your destination when we promised. We didn't deliver the comfortable travel experience we're committed to providing. Please accept my sincerest apologies for not meeting your expectations or our goals.   While unable to undo this experience, we previously provided goodwill and hope to win back your trust.We thank you for your business as a loyal customer and 1K MileagePlus member.Regards,   Joe [redacted] Corporate Customer CareCase [redacted]