United Airlines

Dear Ms. [redacted]:I am responding to your communication filed with the Revdex.com.I'm sorry for the circumstance you have described about your travel experienced on April 13, 2017. We certainly recognize how disruptive flight irregularities can be to your schedule and regret the...

inconvenience you and your family were caused. I also understand how frustrating it must have been to arrive at your connecting gate and be informed that the flight had been closed. It may be helpful to know that effort to try to maintain an on-time schedule and accommodate standby customers, our airport staff will release any unclaimed seats 15 minutes before the flights scheduled departure time (30 minutes for international). Depending on the flight departure status, our gate agents may be able to get customers on board (including connecting passengers) at the last minute. If not, they will help make alternate arrangements on another flight. Our goal is to provide excellent service to all of our customers, and we hope that you understand our policies and procedures are intended to help fulfill this objective. Still, there is never an excuse for rudeness and apologize for negative impression that created on the part of our Customer Service representatives.Ms[redacted], we certainly recognize the importance of customer satisfaction in this highly competitive industry and are aware of the impact a negative experience can have. As a tangible expression of our concern and in the hopes of regaining your confidence and support as an airline, we will be sending you and Mr. [redacted] each a $125 travel certificate. The electronic vouchers will be delivered separately via email ([redacted]@yahoo.com) within the next 3 business days  We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie [redacted] Corporate Customer CareCase ID[redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you, L[redacted]  I knew what the policy was, and thought I would ask for a refund anyway.  Your customer service reps, who were very nice, are the ones who suggested that I request a refund and, in the same conversation, suggested that I cancel the existing reservation.  Neither of the reps I talked to told me a refund was not possible or that it was unlikely based on the circumstances I described, despite having all relevant information about my reservation.  I would never have agreed to cancel my reservation (giving United a chance to resell tickets already sold), if they had informed me that United's policy was without exception or even that a refund was unlikely.  I believe United has these conversations recorded and you could listen to them yourself to verify the accuracy of what I am relaying here.  If United's policy is that the tickets are nonrefundable, without exception, it should never suggest to anyone (in it's own interest only) to cancel a reservation in advance of flight date.  That is patently inequitable, unfair, and, in legal terms, the equivalent of a "double recovery," or "windfall" which is never permitted.
Sincerely,
Kevin T[redacted]

Dear Mr. [redacted]:Please accept our sincerest apologies for the inconveniences that you have expressed. United's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time service. We are truly sorry we did not live up to that expectation.To...

clarify: when the return on your award tickets was changed from Coach to Business, the additional 27,500 miles was the difference between a One Way Saver Coach award and a One Way Business Saver award. This was not an upgrade award as you cannot upgrade award tickets.However, from what you described, we failed to meet your expectations for providing good service, please accept my sincere apologies. Although MileagePlus could not locate the promotion you described, we are crediting each of your MileagePlus accounts the miles you are requesting. Your request for additional miles is appreciated, however, we must respectfully deny your request as this exceeds our compensation guidelines. In appreciation for your feedback and patience for your overall experience, additional miles will be credited to your account within 7 business days as gestures of our concern.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: 10678247

Initial Business Response /* (1000, 5, 2015/06/10) */
June 10, 2015
Dear Ms.[redacted]:
The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your travel experience. Your correspondence was forwarded to our corporate office, and I was...

asked to respond on behalf of United Airlines.
Please accept my apologies for the disappointing travel experience you and your family had on May 11, 2015. I was sorry to learn of the extended delay of flight [redacted] that you report. I understand this caused you to arrive later much later than scheduled into Newark and disrupted your carefully made plans.
Please know we never intend to disrupt our passengers' travel plans. Of course the safety and well-being of our passengers and crew must always be our first priority so some delays are unavoidable. Nonetheless, we certainly do not question the feelings of frustration that resulted, especially when traveling with a young child, and I'm truly sorry you were inconvenienced.
Our records show you were given meal vouchers at the airport. Our records also indicate you have previously written to United regarding this delay, and I see our Customer Service Representative, Ms. [redacted] has authorized a $50 Electronic Travel Certificate for both you and Ms. [redacted] as a gesture of our goodwill and apologies for the inconveniences we've caused.
While we recognize goodwill tokens cannot replace the time that has been lost, or compensate for the inconvenience or added expenses our customers may incur due to a flight delay or cancellation, the meal vouchers and the travel certificates that were previously offered to you was intended as an expression of our regrets for the events that transpired when you traveled with us.
Unfortunately, we are unable to honor your request for a refund of your tickets, as we did provide transportation, albeit not without difficulties, and I regret we have nothing more to offer you for you dissatisfaction.
Ms. [redacted] we again apologize for the disruption to your schedule. We appreciate your business and look forward to the opportunity to serve you and your family again under more pleasant circumstances.
Kind regards,
[redacted]
Corporate Customer Care
Case XXXXXXX

December 19, 2017Dear Mrs. [redacted]:The Revdex.com has sent your correspondence to the attention of United Airlines.I am very sorry for the damage to your belongings. A review with our Baggage Resolution Center (BRC) does show a claim was filed and given reference number,...

HAV10010D. The file does contain the following information; a response was sent your email on August 16 requesting a receipt for the damaged item, as our BRC does need this to resolve the claim. To date, they have not received a response with the requested receipt. Please contact them directly, using the reference number provided as they are waiting to receive this information. As this is a damage situation, it is necessary to work directly with our BRC. For any further assistance, please contact the Baggage Resolution Center at 1-800-[redacted]-[redacted]. Once again, I apologize this happened.   We thank you or your business as a MileagePlus member and look forward to seeing you aboard soon. Kind Regards, Judy [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:I regret the issues you had with checking in your animal with our cargo department. Our colleagues at the cargo department will be reaching out to you directly to assist you further with your pet concerns. Thank you for flying the friendly skies. Regards, [redacted]...

[redacted]Corporate Customer Care[redacted]

Complaint: 11117279
I am rejecting this response because: I will never be able to use the ticket again, due to the fact that the re-isssue fee exceeds the ticket purchase along possible overage fees. It would be cheaper to just to buy a whole new ticket on Expedia. The reason I was trying to get a refund was because my partner was having a nervous breakdown and was not capable of traveling, nor would you want someone in his state at the time on an airplane. We were traveling for the holidays to visit two of my aunt that were ill, one with Alzheimer's and the other dying from Stage 4 Ovarian cancer. I honestly am not trying to just get my money back for no reason. It was truly sad for us to cancel as I may never see either one of my Aunts again, due to being unable to get off of work very often.I included two doctor's notes saying that my partner could not travel at the time. To just say that I can reuse the tickets when the total amount of tickets was $523.00, but that to re-issue them would be $200 each, which was what the sales lady told, along with extra fee for difference in ticket, how does that help me? I cannot afford that. It seems very callous to not understand the circumstances of illness here. What happened to businesses working with customers? Basically I could and will not be able to use those tickets, because I cannot afford the fees and changes. It is absolutely cheaper for me to just go to Frontier and buy two new tickets. So basically, United earns $523 of my hard earned money and provides absolutely nothing to me in return. This is predatory and obviously not keeping costumer satisfaction in mind. I am really sad at how unwilling a business could be in the way they treat paying cosomers. Basically, what you are saying, is that poor people who can only afford to but cheaper tickets, have no way out of losing their money or ore money if illness or other unforeseen circumstances happen. Once again, profits over people!
Sincerely,
Toni [redacted]

Complaint: 11551775
I am rejecting this response because:Although I decide to lower my expectation, 15,000 miles is not nearly close. United Airline offered me a first class ticket for my round trip to China (worth 70,000 miles or more), and took it with no reason. I think United Airline should compensate me more than 15,000 miles. And there was another case that United kept me on the airplane for more than three hours (I got off airplane at 10PM), which cost me quite a fortune to find a place to stay. I would be OK if United Airline can compensate me with 50,000 miles. 
Sincerely,
Jingqiu [redacted]

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear you were charged twice in error when you booked your reservation online and I understand your disappointment.  Unfortunately; I couldn't find the correct ticket number or the...

second charge related to your request. The 13 digit ticket numbers can be found on credit card statements, ticket receipts or copies, itineraries and boarding passes. I do not show that you were charged $994.30 twice.  If you see two separate ticket numbers on your credit card statement please email us back through the Revdex.com Website and we will review the details again.Thank you for being a MileagePlus member with us and have a nice day. Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

March 07, 2016
Dear Mr. [redacted]:
I am responding to a correspondence received from the Revdex.com.
I regret the circumstances described in your letter. I am sorry you and Ms. [redacted] were inconvenienced when our schedule was interrupted by the weather conditions at Columbus, OH...

airport and your flight UA6150 was canceled preventing you from reaching your final destination airport Honolulu, HI on March 16, 2016.
We work closely with Air Traffic Control, and carriers are often asked to delay or cancel flights to ease congestion. We use a state-of-the-art computer system to assist us in efforts to inconvenience the fewest number of passengers.

Although our goal is to provide you with an on-time departure whenever possible, your safety is always our foremost priority. Our airport co-workers are expected to do all possible to minimize the inconvenience. We do not cover added expenses in situations that are beyond our control. As this flight interruption was due to weather conditions, unfortunately, we are unable to reimburse you for inconvenience, loss of time or absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at your destination.

It is never our intent to inconvenience our passengers, and I am very sorry if your expectations were not met. And, while I can appreciate your request to provide upgrades for your tickets to Honolulu, HI. Customer Care does not have the ability to provide upgrades as a form of compensation; regrettably, we are unable to honor your request.
As a gesture of concern, I will send each of you a $150.00 electronic travel certificate that will arrive to your email address within 72 business hours. It is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust.
Please accept my heartfelt and sincere apology for any inconvenience and disappointment this may have caused you and Ms. [redacted]. Thank you for allowing me the opportunity to apologize and register your complaint.
Mr. [redacted], we appreciate the time you took to share your thoughts with us, and giving us the opportunity to apologize for any inconvenience. We hope you will not judge us based solely on this experience.

We appreciate your business and look forward to welcoming you and Ms. [redacted] onboard a future United Airlines flight.
Regards,
Mrs. [redacted] Corporate Customer Care
United Airlines
UAL Case: [redacted] Revdex.com Case: [redacted]

Dear Mr. [redacted]:   Thank you for your reply. I regret you're dissatisfied with our response.   I am very sorry you were not provided with timely updates when your flight was delayed.  We realize communication is essential and based on your comments; clearly we could have done a better job.   I regret we are unable to refund your ticket as transportation has been provided and your ticket has been used. However as a gesture of goodwill, I have requested the bag fee be refunded to you.   I sincerely regret that you feel the compensation you received was inadequate and not commensurate for your described experience. Please understand that we do not intend to quantify your experience; the compensation we offered is not meant to reimburse expenses, rather it is a goodwill gesture intended to reflect that we are truly sorry for the event and the negative impression with which you were left.    You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision.  Your circumstances nonetheless warrant special consideration to issue as a gesture of goodwill, I am authorizing an additional electronic travel certificate for future use.  I hope this will express our desire to provide you with the service you deserve and to bring this matter to an amicable close.  The electronic travel certificate will be emailed to you separately and you should receive it, at this email address, in the next 3-5 business days.       Your feedback will be helpful as we strive to provide you and other customers with positive travel experiences. Our goal is to remain your preferred carrier, and we understand the importance of providing consistently safe, reliable and professional service to achieve this objective. Given the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide.  With kindest regards, Cindy [redacted] Corporate Customer Care Manager 10012845

Revdex.com:
They are requesting the following information. Please forward. Thanks.·     Passenger name(s): [redacted]/[redacted]·     Frequent flyer number (if available): ·     Flight Number: [redacted]·     Flight Date: 08/13/2016·     Ticket Numbers (13 digits beginning with 016): [redacted]/[redacted]·     Confirmation number: [redacted]·     Approximate Departure Time: 7:55AM·     Flight from: EWR·     Flight to: MCO
Sincerely,
[redacted]

Dear Ms. [redacted]: I would like to extend a sincere apology for the experience you had while flying with us.  I regret you were unable to travel as expected. Please be advised a refund request has been submitted to refund your tickets back to the original form of payment. While this reply is...

brief and not as detailed as we would like, please be assured that we do understand your concerns, and they have been documented for review and appropriate internal action. We thank you for choosing to fly with us and for taking the time to let us know how we can improve the level of service we are providing.  We look forward to serving you again in the near future, and I am hopeful that we will be able to win back your trust.   Regards, Jacqueline [redacted] Corporate Customer Care Case -- 10530037

Dear Mr. and Mrs. [redacted]: The Revdex.com has notified United Airlines that you have filed a complaint against us. Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines.We are committed to providing excellent customer...

service and will make every effort to address your concerns. To facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your request.  Passenger name (s): Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers: Approximate Departure Time: Origin: Destination: We look forward to hearing from you at your earliest convenience. We appreciate your business.Regards,Lisa VentersCorporate Customer CareCase # 10803946

ear Ms.[redacted]: I am responding to your communication submitted to the Revdex.com. I'm sorry for what you've described; you should always be treated with dignity and respect. We would like you to know that all United Airlines employees are expected to provide exceptional...

customer service and remain professional at all times. There is never an excuse for rude or abusive behavior and I regret the negative impression that was created. . Ms. [redacted], please know we take the matter of employee behavior very seriously. As such, would be so kind as to provide the details as to what occurred. Once we have the information we will forward it the appropriate management team; the situation will then be reviewed and discussed with a manager and the employee involved. By taking these actions we are improving service quality. As a Premier Gold customer, we appreciate your business and we will make every effort to provide a better experience the next time you travel. Best Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partly satisfactory to me.
I should not have had to contact United five times about this matter: I was given misleading information every step of the way, and United did not take responsibility for its negligence. It continued to refuse to address the mile sit legally owes me, the damages it caused, or a single specific aspect of the complaint. It tries to exhaust people who complain and don't know their rights. Revdex.com should have a neutral option here--it's response is better tan it was, but still not satisfactory, and came only after I had to waste many hours dealing with them. It continued to issue "compensation" I did not agree to and in a piecemeal fashion that made it worth even less than what it's worth, which is very little. There should be some way to note only, at best, partial satisfaction with United's response.
Sincerely,
[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]

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,
Richard [redacted]

Dear Ms. [redacted]:We appreciate you contacting United Customer Care through the Better Business Bereau. Thank you for speaking with me. As discussed, 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. 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 again for letting me handle this issue.  I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.Regards, [redacted]Corporate Customer CareCase: [redacted]

Complaint: [redacted]
I am rejecting this response because:
there were 2 of us traveling, myself and my husband, paul [redacted]if we both get this consideration, than we acceptthank you
Sincerely,
Robin [redacted]