United Airlines

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the RevDex.com.  I'm sorry the Wi-Fi wasn't working properly on November 05, 2017 and we are unable to locate the Wi-Fi charge to process the refund. I can imagine how frustrating that must have...

been. Your satisfaction is important to us and to apologize for the inconvenience, I'm sending you a $150.00 Electronic Travel Certificate which will arrive via email within a few days. We hope you will use the certificate to allow us an opportunity to provide the service you deserve. I understand your need and expectation for reliable Internet service. Our goals match yours. Unfortunately, there may be times when unexpected technology issues arise, preventing us from obtaining that goal. I apologize this happened on your flight. Your feedback will also be sent on to our teams to ensure we continue focusing on our Wi-Fi product. We'll do our best to make your next flight more enjoyable and reliable. Thank you for choosing United. We look forward to seeing you again soon.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Complaint: [redacted]
Sure, I am happy to wait for Mrs. [redacted] to become availalble.  Thank you for sending the update.  
Sincerely,
Yuriy [redacted]

Complaint: [redacted]
I am rejecting this response because: 1. Several [redacted] lounges stated United Airline is not a participant.2. In this message the representative states it was another type of pass which should have been bought it would not have made a difference because [redacted] lounges don't take any type of United entrance purchased.3. United should stop selling goods that customers can not use.
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.
Thank you very much, and although it doesn't change the honeymoon flight mishap, we are hoping our future experiences will be better.
Sincerely,
Eboni [redacted]

November
25, 2015Dear [redacted] We
are responding to your complaint filed with the RevDex.com pertaining to your reservation for round-trip travel between
Norfolk and Newark on our United Express partner, [redacted] Airlines.  Our records reflect that one of our Customer Care...

colleagues responded to your
concerns and sent their response directly to your email address.  Additionally, we have reached out to our Customer Refund Services department
regarding your refund request.  They have
also responded to your refund inquiry. We are including a copy of their correspondences to you below so
the Revdex.com may update their records with our attempt to resolve
your concerns.  [redacted] we sincerely appreciate your business and look
forward to welcoming you on board.Sincerely,[redacted]United Airlines Corporate Customer CareRef # [redacted]---
From Customer Care ---November
20, 2015Dear [redacted] I would like to address your RevDex.com complaint ID#: [redacted] I am sorry to hear that you will have to have
dental surgery as of November 30, 2015. We understand travel plans change when
serious illness befalls the traveler, traveling companion, or immediate family
member. Most tickets require a change fee for
reissue; however, in cases of serious illness, United Airlines may be able to
refund the change fee or ticket, upon receipt of proper documentation. You will
be required to pay the applicable change fee when you schedule the new dates.
Once the change has been completed, you may submit your request to our refund
department via united.com. Please include the following: letter from the
physician (on official letterhead) stating travel was not recommended,
passenger name, name and relationship of person who was ill, correct ticket
number, flight information, and a brief letter of explanation. We appreciate your business and look forward
to welcoming you on board a future United Airlines flight. Regards, [redacted] Corporate Customer Care Case# [redacted] ECR#[redacted] ---
From Customer Refund Services ---November
14, 2015PASSENGER:
[redacted] TICKET(S): [redacted] REQUEST ID: [redacted] Dear [redacted]Customer Refund Services has received your
request for refund of the above referenced ticket.We are pleased to inform you that your request
for a refund has been approved and was processed today. You may verify the
details of your refund by entering your 13-digit United ticket number,
beginning with 016, and your last name or your 8-digit refund request number
(see above), using the following link;
https://[redacted]/web/en-us/content/reservations/refunds/[redacted]Thank you for choosing United Airlines. We
look forward to serving you again.Sincerely,Customer Refund Services[redacted]FAX: [redacted]

Dear Ms. [redacted]:I am responding to your follow-up complaint filed with the Revdex.com.I have reviewed your tickets. Our Refunds Department processed refunds on February 7, 2018. You should have received an email from them advising you that both tickets have been processed. Please allow 7-10 business days for the credit to post to your account. You may also view the refund details using the link below and enter the 13-digit ticket numbers ([redacted] and [redacted]):https://www.united.com/web/en-US/content/reservations/refunds/refund...⇄ I'm sorry this has taken so long to resolve. As a goodwill gesture, I will send you a $100 electronic travel certificate. You will receive it in a separate email within a few days.We look forward to serving you again soon.Regards,Dayna [redacted]Corporate Customer CareCase ID: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11715544, and find that this resolution is satisfactory to me.
Sincerely,
Tammy [redacted]

Complaint: 11979560
I am rejecting this response because:
Sincerely,
Jean Francois [redacted] i do not want any United mileage point because I shall never fly united again.

Dear Ms. [redacted] Thank you for speaking with me the...

other day and for the additional insight you provided. I believe this Revdex.com letter crossed in the mail amidst our phone discussions. Just in case, I did double check your account and both refunds to the miles and the goodwill miles have deposited into your account. The MileagePlus escalation team responded to the email I sent.  Regretfully, their hands are tied with the third-party vendor, as we do not have access to their financial systems.  Per my previous email, I believe disputing the charge is going to result in positive outcome for you since the company has stated they approved the refund. You should have received the travel certificate by email sent to you to help offset the cost of the charge as well.  As a MileagePlus member, we hold your loyalty in high regard and regret the length of time it took to provide resolution for you.  I appreciate your patience, understanding, and graciousness throughout this process.  Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

March 28, 2016 Dear 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. I apologize for any miscommunication you received...

when trying to change your husbands’ return on Confirmation [redacted].  Our records indicate that you agreed to have the record split when you were requesting changes and your husbands’ Confirmation is now [redacted]; however, our agent provided you with the incorrect information. Please note, partially used Award tickets do not allow for a partial redeposit when any part of a roundtrip Award ticket is used.  Any unused portion for roundtrip award tickets will be forfeited per our policy. Only unused one way awards may be re-deposited for the applicable fees.  That said, these rules are listed in our Terms and Conditions of our MileagePlus program, and it is the responsibility of our members to know the rules of the program.  I have included the link below, from our website, which will provide additional information in this regard. https://www.united.com/web/en-US/content/mileageplus/awards/travel/types.aspx Nonetheless, your frustration is understood when receiving conflicting information, so and as a one-time exception, I have contacted our MileagePlus Department and requested the partial re-deposit of the miles used for your husbands’ ticket and have waived the $[redacted] re-deposit fee.  Please allow 72 hours for the miles to post. Our records also indicate your husband is scheduled to return on March 30, 2016 on ticket [redacted] and the taxes on the prior reservation have been refunded. Mrs. [redacted], we again apologize for the disappointment this situation has created.  We thank you for your business and appreciate Mr. [redacted] being a valued member of our MileagePlus program.  We’ll look forward to serving you both for your upcoming travel needs. Nancy [redacted] Corporate Customer Care [redacted]

June 14, 2016
Dear Ms. [redacted]:
Your e-mail in which you express your dissatisfaction with our previous response has been forwarded to my attention. Your follow-up is greatly appreciated and once again, on behalf of United, we regret your continued disappointment with your experience with our Customer Service Contact Center.
We ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures.
I understand your concern regarding our Customer Service Representatives having the ability to communicate professionally with our customers which is a key component of our brand, being Flyer Friendly. We must make sure that we communicate effectively. We realize there is opportunity for improvement in this area, and we are putting in place a number of tools and procedures that will substantively address these goals. We are doing a number of things to improve customer service and make procedures more efficient, including investing in comprehensive training initiatives for frontline employees, and building better reservations systems.
I assure you that your concerns have not gone unheard and your feedback was forward to the appropriate department for internal review.
As your concern has been escalated to the highest point within Customer Care, you asked us to reexamine your request, and we have done so. Your circumstances nonetheless warrant special consideration. Therefore, I have cancelled the $50.00 electronic travel certificate and I am authorizing a $100.00 travel certificate to bring this matter to an amiable conclusion. You will receive the certificate in a separate e-mail in 3-5 days.
Ms. [redacted], contrary to the impression that we have left with you, we value your business, and we look forward to the opportunity to regain your confidence in our service.
Regards,
Mrs. [redacted]
Corporate Customer Care
United Airlines
UAL: 104[redacted]
Revdex.com: 114[redacted]

Dear Mr. [redacted]:Your correspondence with the Revdex.com has been forwarded to my attention for review.I was terribly sorry to learn of the baggage mishandling that you report.  I'm sorry it has taken so long to get your baggage returned to you and sorry to learn of the time involved...

in submitting a claim form for reimbursement of interim expenses.  Our Central Baggage Resolution folks have advised me that they have received your claim forms and have assigned it to agent Rodriguez, who will be in touch with you shortly.  As a way of saying I'm sorry I am sending you a $200.00 electronic travel certificate which will arrive in a separate email within the next few days.  Mr. [redacted], your business and satisfaction are especially important to us. We recognize you have a choice of airlines we hope you will continue to allow us future opportunities to welcome you onboard and provide you with the service you expect from United Airlines and our United Express partners.   Best regards,   Mary [redacted] Corporate Customer CareCase ID[redacted]

Dear Mr. [redacted]: I'm sorry to hear your continued disappointment. I have escalated this with a Manager at MileagePlus and they have made a one time exception to reinstate the expired miles. Your available balance is 110,483. We appreciate your business and hope this keeps you satisfied with us. You can keep track of your mileage account online at www.mileageplus.com. Simply sign into your account and you can view your mileage balance on the “My Account” page. Should you have any further inquiries regarding your account, please call MileagePlus at 1-800-[redacted]. We appreciate the opportunity to assist you and thank you for being a member of MileagePlus. Regards, [redacted]Corporate Customer Care, United AirlinesCase: [redacted]

Dear [redacted]:
Please know as of June 9, 2015, United no longer offers the Low Fare Guarentee program.

As you shop for the best fares on [redacted], our flexible booking policy allows you to make changes to reservations within 24 hours of purchasing a ticket without incurring change fees or...

refund the ticket.
If you wish, I am happy to refund record [redacted], minus the $50 processing fee. You would then be responsible for booking record: [redacted].
Please advise soon, as your Farelock is due to expire.
Regards;
[redacted]
Corporate Customer Care
Case 9505442

Dear Miss [redacted], I’m very sorry for the lengthy delay when you traveled to Charlottesville.  This must have been a frustrating experience for you I was also concerned to hear about the overall handling of the delay by our Dulles airport representatives, and the level of service...

offered when you spoke called us for assistance. Our representatives are expected to provide exceptional customer service and remain professional at all times. There's never an excuse for the behavior you described. Unfortunately, since you used your tickets for outbound travel we’ll be unable refund your tickets.  I have placed notes in your reservation that should you wish to change your return to give you more time, the change fees and ticket service fees will be waived.  There may be a fare difference if the same fare you purchased is unavailable.  I know your time is valuable and understand your disappointment. We want to continue serving your travel needs, so I’ll be send you, Austin, and Devyn an Electronic Travel Certificate with a greater value than what we are offering online.  Since we were unable to provide a hotel room, I will also send each of the three of you Visa Gift Cards.  The certificates and gift cards will be sent to your physical mailing address.   While we no longer offer a direct number for Customer Care, we do have a number available so that our customers can leave a message.  This number can be found under our contact information.    Your feedback is important to us and will be passed along for improvement.   We appreciate your patronage as a MileagePlus member and we are looking forward to welcoming you onboard when return from Charlottesville. Kind regards,Dana [redacted]Corporate Customer CareCase [redacted]Tell us why here...

Dear Mr[redacted]:I was very sorry to read that your experience with United Airlines on December 30, 2015, did not meet your expectations, and offer my sincere apologies.I certainly understand the frustration and inconvenience of encountering a weight restricted flight, and am very sorry you were so...

inconvenienced.  I do hope you will use the electronic travel certificate you were given, to fly with us again and allow us the opportunity to regain your trust.I have authorized a refund of the unused segment of your ticket from Newark Liberty to Philadelphia, to the original form of payment.  The refund process takes seven to ten days to complete.  Please note however, that it can take up to two billing cycles to be reflected on your credit card statement.Thank you for choosing United Airlines and MileagePlus.  You are a valued customer and your business is appreciated.Sincerely,[redacted]Corporate Customer CareCase ID [redacted]

Dear Ms. [redacted], I was sorry to hear there were several schedule changes to your fights. We implement schedule modifications for a number of reasons, including the need to adjust to market and seasonal demands. Although we are unable to guarantee departure times will not change, we understand how...

such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences. I share your concern that the return portion of your itinerary was cancelled. While this error was unintentional, you frustration is understandable.  United is dedicated to customer satisfaction, and I can agree that this must have left you with a poor impression of our service. As a way of showing our concern for the issues with your itinerary, I have authorized a travel voucher that can be used towards the purchase of a ticket for travel on United or United Express.  I believe you will l find the voucher easy and convenient to use.  You also mentioned that there was a delay of your baggage.  Our Baggage Resolution Center has advised that your claim for interim expenses was received on February 8th.  However, there is no record of your contact after the claim was received. Typically the claims process can take up to ten weeks. I requested that your claim be expedited.  Our records indicate that your claim has been processed by our Baggage Resolution Center, and a draft in payment of the claim you submitted due to the delay of your bags should be placed in the mail within a couple of days.  My apologies if this took longer than you expected.  We consider it a privilege to serve as and look forward to the opportunity to see you on board again soon.  I truly hope your next flight delivers the seamless customer experience you deserve.  Thank you for choosing United Airlines. Kind regards, Dana [redacted] Corporate Customer Care Case [redacted]

Complaint: [redacted]
I am rejecting this response because: We bought 2 full first class fares. We were only able to choose lower fare seats as that is all they offered on this this particular segment. We did not purchase a partial first class fare.
Sincerely,
Jeanne And Raymond [redacted]

Complaint: [redacted]
I am rejecting this response because: I spoke with United airlines customer service at length both on the phone and in person at the United counter, and at no point did anyone from United explain to me that I needed to contact [redacted] to resolve the issue. The United customer service rep told me that the issue was with [redacted]. I was at the airport for four solid hours trying to have the issue fixed and not once did anyone from United tell me that I needed to contact [redacted].
Sincerely,
Lee [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.
Assuming I receive the promised 75  a $75 electronic travel certificate.
Sincerely,
[redacted]