United Airlines

Dear Mr. [redacted],  I'm sorry to hear that you had to rebook your ticket under a new credit card. You also mentioned that you were advised that there would be a $200 change fee.  I was able to locate the change fee that was assessed when your reservation was changed.  While the...

change fee applies, as an exception due to the circumstances I have requested a refund of the change fee.  Thank you for letting me take care of this for you. We're listening to our passengers more than ever and will continue to work hard to be your airline of choice. Once again, I'm sorry that this happened to you. Thank you for your patronage as a MileagePlus member and for choosing United.  We are looking forward to welcoming you onboard again. Kind regards, Dana [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]: I regret your disappointment with my response.   I understand you feel that your mother was forced to check-in an extra bag. I have reported this to our airport management team to be reviewed internally with the check-in agent. Again, any bag charges need to be disputed at the airport. Please know the certificate I issued your mother can be redeemed by any family member or friend if she is unable to take advantage of the credit.     We appreciate your understanding.   Regards, Enedina [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case: [redacted]

Dear Ms. [redacted]   I regret you're dissatisfied with our response.   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.    I regret we are unable to issue the compensation you are seeking.  Please accept my sincere apology that you had to find a hotel in the middle of the night with a small child. You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision.  The compensation given was above what was being offered others on the plane due to your experience.   To bring this matter to an amiable conclusion, I will issue a draft in the amount of the hotel. You will receive the draft in the postal mail in 7 to 14 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 10148733

Dear Mr. [redacted]:   Thank you for sharing your concerns with us.   Like you, everyone at United was upset about the awful event that occurred on United Express Flight 3411. No one should ever be mistreated this way. That does not reflect who we are or the values we aspire to, and we are...

actively making changes to ensure it will never happen again. We are dedicated to making this right.   We are going to do a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We’ll publicly communicate the results of our review by April 30th.   As for your upcoming reservations, we respectfully cannot offer a refund. I'm sorry we're unable to meet your expectations. If you need to make any changes to your ticket, they are subject to the ticket’s rules. Your ticket remains valid for one year from date of issue.   We're making changes to ensure this type of event does not happen again. On behalf of everyone at United, please know we will do better and we hopefully get to demonstrate that to you on a future flight.   Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Roxana [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com. 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 required...

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. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10886002

Dear Ms. [redacted]:I am responding to your complaint filed with the Revdex.com regarding your December 22 travel.I regret that you did not get the seats you and your husband on your recent flights, and sincerely apologize for any inconvenience this may have caused you.  We do our best to...

accommodate individual seat requests, but unfortunately, due to potential operational changes, we are not able to guarantee seat assignments.  Advance seat assignments are offered as a courtesy to our customers, and we hope to be able to do so for you in the future.  In appreciation for your feedback and as a gesture of our apologies, a $100.00 electronic travel certificate will be sent for each of you within 2 to 3 business days.Ms. [redacted], we appreciate your support as MileagePlus members and look forward to welcoming you on board a future United Airlines flight.Kind Regards,   [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:I’m sorry we couldn’t get you to your destination on time.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 or canceled. When this occurs, we want to minimize the impact to you as much as possible and keep you informed. We are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning process. I can imagine how inconvenient and frustrating this whole experience was since you were counting on us to start your vacation right.  Unfortunately, we're unable to provide cash reimbursement for prepaid expenses - please let me know if you have travel insurance or if your credit card company provides some type of protection for these type of situations and I can provide a verification letter.In your email complaint to the Revdex.com, you failed to reference the total amount of compensation issued to you in this case. Our records indicates you received a total of $450.00 total compensation in (2) separate cases [redacted] and [redacted]. 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.  Thank you for your business.  Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

On June 27th one of our Department of Transportation Specialists advised Mr. [redacted] that the goodwill compensation that was agreed upon after he spoke to our Global Services representative has been authorized.  Based on the response from  Mr. [redacted], he has accepted the resolution that was offered. Regards, Dana [redacted]Corporate Customer CareCase [redacted]

Dear Mrs. **:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear you were unable to travel on February 02, 2018 due to your husband's illness.  I hope he is feeling better by this time. I want to help as much as possible. You may be...

eligible for a refund; however, I'll need some additional **cumentation so I can review and let you know what I can ** for you. When you get a moment, please reply to the Revdex.com and attach a [redacted]'s note that contains the physician's official letterhead with the reason your husband was unable to travel. I'll respond once I receive the information. Thank you for flying with United and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

July 6, 2017 Dear Ms. [redacted]:  The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your recent travel on June 23, 2017 and return on July 2, 2017. Your correspondence was forwarded to our corporate office and I was asked to respond...

on behalf of United Airlines.  I understand you requested a phone call. I tried to phone the number you provided, and regret I was unable to reach you.   I'm sorry you were disappointed with the schedule changes to your itinerary.  Unfortunately, there are operational limitations at times, and I apologize for any inconvenience and confusion with your refund request for the unused segments that you’ve described, and also for leaving you with an unfavorable impression of our service.   I have contacted our Refund Department to report your experience, and have requested the refund for the unused segments of your ticket.  Please allow 14 business days for processing.    With that said, I can certainly regret our alternative flights didn't work for you. And, while I'm sorry that you incurred ground transportation expense, and I appreciate your request for reimbursement for your [redacted] ticket, we must respectfully decline your request.  However; while we don't provide reimbursement when passengers make their own arrangements, I want to try to help make things right. I will send you a $[redacted] Electronic Travel Certificate for use towards the purchase of a future United flight. You'll receive an email within a few days.   Ms. [redacted], please know we never intended to cause any frustration or disappointment for our customers.  We truly appreciate your business and thank you for being a valued member of our MileagePlus program.  We again apologize for any inconvenience and disruption to your travel schedule, and we’ll look forward to the opportunity of better serving you for your future United Airlines flights.   [redacted] Corporate Customer Care Case: [redacted]

Dear Mrs. [redacted]:I sincerely apologize for your recent travel experience with United Airlines.  I do see that Ms. Brown was able to assist you with explanations of our contract of carriage as well as offer you and your husband electronic travel certificates as a gesture of goodwill.It is...

important to know that United Airlines is not required to offer any compensation for any flight issues or customer service issues other than a denied boarding situation which is due to an oversold flight. I am happy to see that Ms. Brown read your complaint and responded in the manner in which she did.  Mrs. [redacted], United Airlines does appreciate your business and we look forward to serving you and your family on your next United flight.Regards,Sheila [redacted]Corporate Customer CareCase 10050525

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 Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I see my colleague mailed you out a $200.00 check on December 07, 2016 for the out of pocket expenses you incurred which you should receive very soon. I also see you were issued a $300.00...

electronic travel certificate that was emailed to you on December 07, 2016.Thank you for your patience on this matter and have a nice day. Regards, [redacted]Corporate Customer CareCase:  [redacted]

Dear Mr. [redacted]:  I'm very sorry we're unable to reach a mutual agreement and you feel the compensation that we have offered is not enough.   We do not offer compensation for flight delays that are less than four hours.  Your total flight delay was 279 minutes, which is 4 hours and 39 minutes.  The compensation that was offered to you in the amount of $150 Electronic Travel Certificate is the maximum amount that we are able to offer under our compensation guidelines.  We have two forms of compensation, Electronic Travel Certificate, and goodwill bonus miles deposited into a United MileagePlus account.  We do not offer cash compensation as you have requested.  While we won't be able to honor your request on this particular issue, and will consider this matter concluded, please know the feedback was placed in your case file. Once again, we'll use our comments to review our procedures with your point-of-view in mind. We'll also make every effort to leave a better impression the next time you give us the privilege of serving you and delivering the experience you deserve.   I understand and appreciate the loyalty you’ve given to us. We will always be grateful for your business and look forward to welcoming you on board a future United Airlines flight. Kind regards,Tonya [redacted]Corporate Customer CareCase ID:  [redacted]

Dear Mr.  Thank you for contacting United Customer Care again.   We are sorry you were dissatisfied with our response.  We have reviewed your request and support our original correspondence.  While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated.  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.  Again, the following information is clearly outlined in our Contract of Carriage.  You can view this information on united.com.  We do our best to accommodate individual seat requests, but unfortunately, "due to potential operational changes, we are not able to guarantee seat assignments".   Advance seat assignments are offered as a courtesy to our customers, and we hope to be able to do so for you in the future.  Our records indicates you traveled in the class of service you purchased and took part in that class of service amenities. 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 appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10034190

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry for the circumstances which led to your cancelling your trip.  You may apply the value of the unused tickets toward new ticket purchases, and when you are ready...

to do so, please be sure to call United Reservations and have the reservation confirmation numbers on hand.  It is important to note that you have one year from the date the tickets were issued to apply the value of the unused portion of the tickets toward new tickets.  And you will pay for the fare in effect at the time the tickets are exchanged and the new tickets are issued, as well as change fee will be assessed.  If you should have further questions or concerns regarding this matter, please do not hesitate to call United Reservations at 1-800-UNITED-1.  In order to obtain a refund of the change fees per ticket as your trip was cancelled due to a medical emergency, you will need to submit your ticket information and a doctor’s note online to United Refunds through United's website; the URL is as follows:   www.united.com/refunds.  Under the section "Select a refund type," please be sure to "E-Ticket refund."  The appropriate documentation needs to be attached to the refund request so please be sure to click on "Browse" to attach the document.  Information concerning "Documentation requirements and processing" is detailed on United’s website under “Refund request for nonrefundable tickets – unplanned event.”  I hope this information is helpful. Thank you for your business, Ms. [redacted].  Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID  [redacted] Tell us why here...

Dear Ms. [redacted]:I am responding to your communication filed with the Revdex.com on December 29, 2016.I'm sorry for any confusion regarding the MileagePlus Explorer credit card offer which included a $50 credit after your first purchase. As with any offer, the terms and conditions of the...

application process and the $50 credit offer is available on our website. Your dissatisfaction with how the offer was presented on our website is understood and your comments will be shared with our E-Commerce Division for future consideration. While we are unable to provide you with the generosity you have requested, we will send you a $100 travel certificate as a customer service gesture. The electronic voucher will delivered separately via email within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. As a MileagePlus customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,[redacted]Corporate Customer CareCase ID:[redacted]

Complaint: [redacted]
I am rejecting this response because:I feel that this is still completely absurd. You have the money already. I am just simply asking for the ability for my wife/daughter to use it. I am unable to, and think it is complete bs that I can not simply use the ticket for someone else. What on earth do you lose by allowing me to do that? Nothing. You still get a body on your plane, and the money. Instead you want to completely screw me out of $2,000. By allowing me to change the name, you still keep the money, and then you will gain my patronage for possible later dates of travel.  
Sincerely,
[redacted]

Dear Ms. [redacted]:    Your reply to the Revdex.com was forwarded to my attention for review and response.   I appreciate you taking my call. It was an absolute pleasure to speak to you.   I am truly sorry for all the confusion regarding your refund. I am glad we were able to sort things out. I have authorized a refund for ticket number:  01678195391784 in the amount of $443.10 back to [redacted] ending in 5202. It can take up to 30 days for the charge to appear on your credit card statement.   In addition, I am sending you a $100 Electronic Travel Certificate for a discount off of your next flight with us. It will come in a separate email within 24 hours.   Ms. [redacted], we are truly grateful for your business and look forward to the privilege of serving you on your next flight.   Warmest regards,   [redacted] Corporate Customer Care Case:  [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I've already been told that. United could at least provide my family with the funds to send these packages with a shipping service. 
Sincerely,
[redacted]