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,
Shawn [redacted]

Dear Ms. [redacted]: I am responding to your communication sent through the Revdex.com. I understand misplacing personal items can be frustrating and can understand your request. Please know the file number you provided was for lost item report, and they only contact you if the...

item was found. Since unchecked personal property is outside of United's control, we are unable to assume responsibility for items left on airplanes or at the airport, or for items removed at the direction of airport security.  I regret we are unable to honor your request for reimbursement. Regards, [redacted]Corporate Customer Care[redacted]

Dear Ms. [redacted]Your correspondence with the Revdex.com has been forwarded to my attention for review.  I appreciate you taking my call today.  Again, I apologize for the frustration you experienced in your attempts to get your Mileage Plus accounts credited with the correct...

amount of miles.  AS we discussed, I have credited both of your accounts with an additional 2500 goodwill miles.  Please allow 7-10 days for the miles to post.  I appreciate your patience and understanding.Ms. [redacted] we look forward to seeing you onboard again soon and we'll do our best to ensure you have a pleasant flight from start to finish.Best regards, Mary Beth [redacted] Corporate Customer CareRevdex.com [redacted]Case [redacted]

Dear Mr. [redacted]l:I am very sorry  to hear about your ticketing failure along with poor service from our Reservation Department.I have taken care of the refund for you. You may check the status of your refund at www.united.com Your refund referral number is 21237316. Please be advised...

that your refund will be lower than expected due to the price at purchase as seen below.XXXXXXXXX35581SGFORDUA016174.08174.080.000.007Sales2ORDBNAUA016166.38166.3...⇄ we cannot make up for the inconvenience that you experienced, in an effort to express our sincere apologies, I will send you an Electronic Travel Certificate for $250 that you will receive in a separate e-mail. Please allow 5 business days for delivery. Thank you for your loyalty as a Premier Gold MileagePlus member.Kind regards, Patricia [redacted]Corporate Customer Care Case 10883084

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]

Dear Mrs. [redacted]:I am responding to your communication sent through the Revdex.com.I have requested for a copy of your original receipt to be sent to you, which includes the $200 refund of miles fee.  Your receipt should arrive to your email account within the next 24hours.We...

appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards, [redacted]Corporate Customer Care[redacted]

Dear  Mr.  [redacted]:   We received your letter from the Revdex.com regarding your flight experience. I am sorry for your flight disruption and unpleasant flight experience when you traveled with us on November 23, 2015. Based on the events and behaviors you described, I regret you did not...

receive the level of service you have come to expect when traveling with United Airlines.  Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment.   As you stated and based on my findings, UA88 PEK to EWR on November 22, 2015 was cancelled due to Extreme Weather conditions.  Generally compensation and/or upgrades are not offered when flights have been cancelled or delayed due to Extreme Weather conditions, Air Traffic Control, or Uncontrollable Events.   I also apologize for the behavior from which you described.  All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstances. We strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers.  As you gave a detailed description of events, we are able to follow up on the situation. By reviewing the situation with the management and employees involved, we are taking action to improve service quality.   Respectfully, I regret your request to receive an upgrade has been declined; however I realize your flight experience was disappointing.  As a gesture of goodwill, I will add 10,000 (non-qualifying Premier) goodwill miles to your MileagePlus account.  Please allow 3 to 5 business days for your MileagePlus account to reflect accordingly.   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 Premier 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 Care Case ID - 10586621

Complaint: [redacted]
I am rejecting this response because it was not cancelled due to weather.  it's like none of you even read what I say.  Just like I told your customer service reps, this was an air traffic control issue.  No other airline had cancelled flights at the airport.  The weather was nice in both locations.  This was not an event that was out of your control.  Somebody in your organization screwed up and I'm the one paying for it.  Additionally, your customer service representative promised me I would be reimbursed for my hotel stay and rental car.  So did they lie to me?  Nobody wants to answer that question either. 
Sincerely,
Kevin [redacted]

Dear Ms. [redacted]: We have received correspondence from the Revdex.com and we welcome the opportunity to address your concerns.I’m sorry for the inconvenience you and your father experienced on October 17, 2015. Star Alliance provides customers seamless travel options to...

countries across the world. The member airlines are linked with special software that permits through check-in, luggage transfers and boarding passes.  You should be able to count on us for reliable transportation, and we let you down this time. Although I can’t c[redacted]ge the event that caused the flight interruption, and your father's Chinese passport requirements, I would like the opportunity to make things right with you and regain your trust. To help make amends, I am sending both of you a $250 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. Ms. [redacted], we appreciate your business and we look forward to another opportunity to deliver the experience that you deserve. T[redacted]k you for flying the friendly skies. Regards,Valerie [redacted]Corporate Customer CareCase 9667626

Dear Mr. [redacted]:I am responding to your communication filed with the Revdex.com.I'm sorry for the disruption in your travel plans. We recognize communication is essential, and sharing up-to-date information about a flight irregularity can help our customers plan accordingly. Based on your...

comments about the delay of United Flight #[redacted], we could have done a much better job. Mr. [redacted], please know our goal is to consistently provide a safe, on time, and seamless experience for each of our customers and I regret this did not happen for you on this occasion. As a tangible expression of our apology and in the hopes of regaining your confidence and support as an airline, we will be sending you a $300 travel certificate. The electronic voucher will be delivered separately via email 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 Care Case ID:[redacted]

Dear Ms. [redacted]: We received your letter through the Revdex.com, with reference to case [redacted].   Your email clearly expresses your disappointment with your recent travel. I would like to extend my personal apology for the negative impact to your schedule when traveling with us...

last in July.   Upon review, I confirmed your assessment Air Traffic Control (ATC) did mandate the cancellation. In cases of weather or ramp congestion, the ATC will require each airline to cancel a percentage of their flights to relieve any anticipated ramp congestion or if they feel weather may be an issue.   Regretfully, we are unable to offer meal, hotel, ground transportation vouchers, or compensation when cancellations are not within our control. We will do our best to protect customers on the next available flight.  Please be cognizant this can cause some flights to fill up very quickly, then as passengers make changes some flights may open back up again. It is always a good idea to keep checking in these situations.   Ms. [redacted], I am so sorry this was one of many disappointments in travel this summer for you.  While I am unable to offer compensation, I do not want to leave you with only an apology as well.     As a goodwill gesture of customer appreciation, you will receive a $225 electronic travel certificate.  The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines.  Please allow 3-5 business days for delivery on a separate cover to your email. As a MileagePlus member, we hold your loyalty in high regard. Thank you for making us aware of the situation and for the opportunity to assist you. 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] Tell us why here...

Dear Mr. [redacted]:I regret you were disappointed when your refund request was denied. Ticket coupons must be used in the order they were issued. Also, customers must cancel their reservation prior to the departure of the flight. Failure to adhere to either of these ticketing rules will result in the...

ticket having no value. If your ticket allows changes, you have one full year from the date the ticket was issued to reschedule your travel plans. Change fees and any applicable difference in fare will apply to the new itinerary.   Service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats. Tickets are often reissued for a $200.00 service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also apply. Customers must pay the difference in fare if the original fare purchased is no longer available. I'm sorry to hear that you feel our ticket policies, supplied at the time of purchase and with your receipt, are vague and do not address your circumstances.  Our published terms and conditions are designed to balance the needs of customers with the business needs of our company. We sell several types of tickets with varying levels of restrictions.   I can appreciate your request for a refund, however I'm unable to honor your request. We appreciate your business as a MileagePlus member and we look forward to welcoming you on board a future United Airlines flight. Kind regards,[redacted]Corporate Customer CareCase:  [redacted]

Complaint: [redacted]
I am rejecting this response because: I just talked with both credit card companies again on November 28th and they still do not show any type of refund even being attempted to be processed on the card.  They are sending me a letter stating that fact.  It has been over 4 weeks.  The credit card company also told me, and they are putting it in the letter, that because the account has been closed over 1 year that any refund would have been immediately denied and sent back to United Airlines.  I hope you can grasp how absolutely frustrating this is.  I knew this was going to be a huge headache.  I understand you have policies but there should be someone that can listen to the customer and make a rational decision for a different option of issuing a refund.  I will wait the 8 weeks and when we are in the EXACT same place we are now what am I supposed to do?  United Airlines says they processed a refund, Credit Card company says the refund is not there, I am the only one screwed.  What is the next step after 8 weeks?  Everyone is saying the same thing and no action is being taken.  I would like to get a direct contact phone number and email address for Susan [redacted].  Will United Airlines finally issue a check refund after 8 weeks of the refund not going through to the credit card companies?  Can we conference call the credit card company?  I have also be told twice by United Airlines refund department that they would email me a credit card refund transaction number that I could give to the credit card company so that they might be able to hunt down this mystery refund.  To date I still have not received that transaction number. I can not tell you the amount of time and energy I have had to put in to get a simple refund.  My cell is 209-[redacted]-[redacted]My email is [redacted][email protected] feel free to contact me directly, I would love to talk with you. 
Sincerely,
Chris [redacted]

Dear Ms. [redacted]: Thank you for your patience.  Yes, I spoke with Asiana Airlines and they reassured me your ticket has been reinstated.  The Asiana confirmation number is [redacted] with ticket number [redacted].  I was able to go online to [redacted] and pull up the reservation and get seat assignments for you.  I was also able to pull up the same reservation on united.com using United confirmation [redacted].  I also spoke with someone in our ticketing department and everything looks good.  I will continue to keep an eye on the ticket to ensure you have a smooth check-in.  You will need to check-in through Asiana Airlines, as they are in control of the ticket now and any changes need to be made through them.   I hope this is helpful to you and apologize for the technical error that set this in motion.Suzanne [redacted]United AirlinesCorporate Customer CareCase ID 10944930

I called the customer to get more information like PNR# to be able to apply resolution.  waiting on customer call back.

Dear Mrs. [redacted] [redacted] :I'm responding to a complaint filed with the Revdex.com and forwarded to United Airlines. I appreciate you took time to share your thoughts about our services, fee and recent experience. Your constructive comments help us to improve our products...

and to gear them towards your needs. We'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with us. It's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice.  That said--I'm sorry you're disappointed in our fees. As part of the ticket's rules, there's a processing charge for any changes. Apart from that fee, you may also have to pay for any price difference if the same discount isn't available.  I apologize for any misunderstanding and I'll make sure to report your feedback. When booking your next flight, let us know and we can research tickets with fewer restrictions. On behalf of our United family, we look forward to welcoming you aboard your next flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn that your 55,333 MileagePlus miles expired on September 1, 2017.  The rules of the MileagePlus program do stipulate that “any member who fails at any...

time to engage in account activity for a period of eighteen (18) consecutive months is subject to termination of such member's membership and/or forfeiture of all accrued mileage as of the last day of the 18th month.   Activity includes (without limitation) earning flight miles on United or earning or redeeming miles with a MileagePlus partner (as defined in Rule 12), redeeming miles for award travel, buying miles or transferring miles.”  We want our members to actively enjoy the MileagePlus program so we have made it easy for our MileagePlus members to keep their miles active.  As long as you earn or use MileagePlus award miles at least once every 18 months, your miles will not expire.   I kindly ask that you review your records to see if you have any type of qualifying activity such as a car rental or a flight which did not post to your MileagePlus account within the last twelve months.   If so, then please call MileagePlus at 1-800-[redacted]-[redacted].  Our MileagePlus specialist will review your information to determine if your expired miles will be eligible for automatic reinstatement. Or you have the option to reinstate your expired MileagePlus miles for a fee of $250 USD.  We have provided the URL for your convenience which contains the terms and conditions of this online offer:  https://buymiles.mileageplus.com/united/reinstate/.  Please be sure to select “Reinstate expired miles.”  If you are interested in buying back your miles, please be sure to call MileagePlus or go online and follow the required steps.  Another option is to complete a challenge for $100. I do hope this information is helpful and that you will be able to benefit from the Reinstatement Miles offer if you do not have any flights which were not automatically credited to your MileagPlus account. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted]

Dear Ms. [redacted]:I have retrieved your edd doc number that you have supplied ([redacted]) for the seat purchase.  The amount was in fact refunded back to your credit card ending in [redacted] on October 18, 2017 for the full amount of $175.00.  Please contact your credit card company as the...

refund was processed and payment sent. Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: The Revdex.com has forwarded your communication to us for response. I'm very sorry for any confusion about your bag fees. While one free checked bag is allowed for international travel, bag fees do apply for all domestic travel including Puerto Rico.   I'll make...

sure to report your feedback so we can review our fee changes. We update those amounts based on a number of reasons, including competitive markets and processing. When we do so, tickets issued before our announcements are honored, to meet the expectations you had when buying your ticket. For tickets purchased after the announcement, current fee prices would apply. Once again, I'm sorry for any inconvenience as 1st bag fee to San Juan does apply. We keep our current fees listed on united.com should you need any other assistance. We appreciate your loyalty and look forward for welcoming you on board a future United flight.Regards, [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I continue to disagree with the response that the airline continues to provide and so I'll continue to reject that response. Additionally, the most recent response indicates a 'future' effort to provide a better impression during our next business transaction, which is a but presumptuous to think that I'd even consider giving the airline the privilege of more of my hard-earned money considering this most recent business transaction. Perhaps if the airline changes it's stance on this, then I might change mine as well.
Sincerely,
[redacted]