United Airlines

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns.  Our records reflect that United Refunds has corresponded with you via email and explained that an audit of...

their refund system revealed a duplicate payment was made to you in error.   As such, a reversal of the duplicate refund was completed.  I hope this information helps to explain the matter. Thank you for your support as a MileagePlus member, Ms. [redacted].   We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case 13720769

Dear Mrs. [redacted]:   I’m sorry for any confusion about our previous responses.  I regret you were advised in error that you would receive a check, as our normal procedures are to provide refunds in the manner in which they were paid to United Airlines.   Our records indicate we processed the refund for the change fee on Jinshi [redacted]’s ticket back to your original form of payment which was the [redacted] card ending in 2764 on March 13, 2018.   If you have not gotten this credit, please contact your bank or credit card company to inquire when you may see the refund posted to your account.   We appreciate another opportunity to respond to this matter and thank you for your loyalty to United Airlines.   Regards,   Candance [redacted] Corporate Customer Care Case:  [redacted].

Dear Mr. [redacted]:I am sorry that you are not satisfied with the compensation that has been offered to you.  A $25 Electronic Travel Certificate was offered to you on December 6, 2017 and an additional $100 Electronic Travel Certificate was offered to you on December 11, 2017.  This is above the maximum compensation that we offer, and as a matter of fact, we general do not offer any compensation to passengers that have to gate check their bag.You were advised at the airport by the supervisor on duty, Nick, on November 22, 2017 that during peak holiday travel season, often times the overhead bins fill up and customers are asked to gate check their bags when there is no longer any space available on the aircraft.  The overhead bins are filled up on a first come, first serve basis, as does not have anything to do with the type of ticket that you purchased.Once again, I'm sorry that you are not satisfied with the compensation that has been offered, but regretfully we must decline your request for additional compensation.We appreciate your business and loyalty and hope that you will be able to use the travel certificates that have been issued to enjoy a future United Airlines flight. Kind regards,Tonya [redacted]Corporate Customer CareCase ID:  [redacted]

Initial Business Response /* (1000, 5, 2015/10/02) */
Dear Ms.[redacted]

I am responding to your communication sent through the Revdex.com.

On August 4, 2015, our Refunds Department refunded the three $34.00 and $45.00 charges, totaling $237.00 back to its original form of...

payment. You will need to give PayPal your account number, receipt numbers and the amount of each charge, and they PayPal should be able to find your refund.

We appreciate this opportunity to respond and look forward to serving you.

Regards,

[redacted]
Corporate Customer Care
[redacted]
$34.00 charges:
[redacted]
$45.00 charges:
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information stated is incorrect. I called paypal once again and they confirmed that there was no credit on my account. It's so unfortunate that this company is making it so difficult to get this refund back to my account. At this point paypal will handle this dispute and confirm with this company that the transaction was never credited. This would be the last time I would do any service with this company!!
Final Consumer Response /* (4200, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I confirmed with paypal that amount was not credited and they are moving forward with the dispute.
Final Business Response /* (4000, 9, 2015/10/09) */
Dear Ms.[redacted]
I am responding to your latest communication sent through the Revdex.com.
I am sorry you were unable to locate your refund when you contacted them, but we recommend you contact PayPal Credit once more as it was refunded. You will need to give PayPal your account number, receipt numbers and the amount of each charge, and they PayPal should be able to find your refund.
We appreciate this opportunity to respond and look forward to serving you.
Regards,
[redacted]
Corporate Customer Care
[redacted]& [redacted]
$34.00 charges:
[redacted]
$45.00 charges:
[redacted]

Dear Mr. [redacted]:I am responding to your complaint filed with the Revdex.com.I am sorry to learn your flights were not confirmed by Aer [redacted] and I apologize for any inconvenience. When you make a reservation with a partner carrier, that carrier has 24 hours to confirm the space. Our...

records indicate we sent you an email confirmation that in this case, we were unable to confirm your flight on Aer [redacted]. Per our website:Saver Awards can be used for travel almost anywhere United, United Express® and our MileagePlus airline partners fly. Saver Awards are capacity-controlled and may not be available on certain flights where demand is high. Select partner airlines may have flight date restrictions along with capacity controls.In addition, I contacted MileagePlus and was advised once you convert your points to miles with Chase, per the Terms and Conditions of your agreement with Chase, this is a non-refundable transaction. MileagePlus is unable to convert the miles back to points and therefore, we are unable to honor your request.Our united.com support desk sent a follow-up email to you advising there is more than one route and carrier that offers award travel to Dublin. Our reservations agents are ready to assist you. Please call us at 1-800-UNITED-1 (864-8331) for assistance. We appreciate your feedback and look forward to serving you again soon Sincerely,Dayna [redacted]Corporate Customer CareCase ID: [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to provide assistance.   The “Save 20% on roundtrip MileagePlus Saver Awards to Hawaii” offer provides a discounted roundtrip Saver...

Award at a cost of 36,000 miles as opposed to the regular cost of 45,000 miles.  This special offer is available to all MileagePlus members, and note that the award ticket must be booked by 11:59 p.m. CST on December 8, 2017.  I have provided the URL for your convenience; the URL is as follows: https://www.united.com/web/en-US/apps/mileageplus/promotions/registrationDetails...⇄ If you need further assistance with navigating united.com, please do not hesitate to contact Web Support via email at [email protected]. We appreciate your support as a Premier Gold MileagePlus member, and we look forward to continue serving your travel needs in 2018. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here...

Complaint: 11600011
I am rejecting this response because:United has completely failed to be responsive to loosing my luggage while only traveling ~300 miles, trying to deliver it to my personal residence repeatedly, failure to deliver my luggage for 3 days and outsourcing 99.9% of calls offshore making all communication challenging.  United continues to put profit before customers!  My brand new luggage is damaged, UA required me to go to the local airport (Oakland), UA customer service is closed!  Now, UA is refusing to pay damages, clothing for ~3 days and although a copy of my bill (ticket + luggage) was submitted 1 week ago, nothing has been sent!  I do NOT want or need a voucher for UA, as this is the last flight from HELL I will ever take on United, an airline that has not changed its customer service in 10+ years.   I request a $500 luggage content compensation in addition to payment for new luggage (I can email the receipt if necessary), ~$75 for a total of $575.  Again,  do not send any UA travel vouchers - I would rather drive or swim than fly UA again in this lifetime or the next!!!I look forward to your response STAT. Sue [redacted]
Sincerely,
Susan [redacted]

Initial Business Response /* (1000, 5, 2015/07/10) */
Dear Mr. [redacted]
I'm responding to your email that has been forwarded to my attention from the Revdex.com.
First and foremost, please accept my sincere apologies for the inconvenience you and Ms. Wong experienced when your...

luggage was not promptly returned to you during your travels on May 25, 2015 and May 31, 2015 respectively.
Mr. Lucks, it is never our intention for a customer to arrive without their luggage. You have every right to expect your baggage to travel with you and arrive on time. If your baggage is delayed, then we expect our staff to work closely with you to minimize your inconvenience.
To expedite your interim expense claim, I have reached out to Baggage Resolution Service Center for their assistance. You will hear from a baggage representative shortly. They are in the best position to assist you with your baggage concerns. Should you need to contact them directly, please call [redacted]
Please accept my heartfelt apology on behalf of the entire United Airlines team for the level of service you and Ms. Wong experienced. I hope you will not rely solely on this incident when forming your opinion of our overall service. The events you described are not reflective of the level of service we usually offer.
Despite the negative experience your business is important to United. We look forward to welcoming you onboard again soon and will do our best to ensure you have an excellent travel experience from start to finish.
Best Regards,
Florencio [redacted]
Corporate Customer Care
Case ID: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They has been no attempt to reach me nor any resolution suggested in United airlines response on their Revdex.com reply .
This is consistent with the treatment and inconsistent information/ direction we have received from united!
Where is the resolution? I can't see it . Looks more like a cut and paste reply
Final Consumer Response /* (4200, 11, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We spent over 250 in necessities that they promised us and they promised to cover out cab fair home .
This is not acceptable
Final Business Response /* (4000, 9, 2015/07/14) */
Dear Mr. [redacted]
Once again, The Revdex.com has forwarded your email to United Airlines regarding your unresolved baggage issues.
Our records indicate that on July 14, 2014, a Baggage Service Representative reached out to you regarding your baggage concerns. And they have offered you a $150 electronic travel certificate. I hope you will use the certificate on your next trip with us.
Should you need any further information regarding this matter, please contact our 24-hour Baggage Resolution Service Center at 1 [redacted]).

I realize my apology cannot erase the negative experience, but please be assured we will work to exceed your expectations the next time you fly with us.

We appreciate your business and look forward to providing you with a better travel experience on a future United Airlines flight.
Best Regards,
Florencio [redacted]
Corporate Customer Care
Case ID: [redacted]

Dear Ms. [redacted]: Your concern regarding the change fee for reissuing a ticket was recently forward to me. Please know for accounting purposes, ticketing fees are collected separately from travel costs. As the original money paid was for travel, we can not deduct a change fee from this. If any additional fare is due at that time, it is collected then. If there is any residual fare remaining, it is issued as a travel voucher, as the fare is non refundable.  As this ticket was not purchased through United, it also incurs a Reservation agency fee of $50 per ticket ( in addition to the $200 per ticket change fee) for requesting United to service a ticket not purchased through United. You may however request the ticketing agency ([redacted]) to service the ticket as it is not yet traveled on. At this time unfortunately I am unable to waive or change the fee collection process. My apology for any confusion. Regards;Ruth [redacted]Corporate Customer CareCase 10052153

Complaint: 10987899
I am rejecting this response because:I have already requested a refund 2 and provided everything that was asked and nothing has changed.
Sincerely,
Odalis [redacted]

Der Mr. [redacted]:According to our records, you received an email from Refund Accounting on 10/13/2016, stating a check will be mailed to your Ohio address.Please allow please allow sufficient time for the check delivery.Regards [redacted]Corporate Customer Care[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.
United credited my miles over the weekend while complaint was being routed. Thanks to United for the quick turnaround and response 
Sincerely,
Ryan [redacted]

Dear Mr.  [redacted]:Please accept our apology for your son's seat being changed and please understand that the issue is being investigated as to what took place which caused the seat to be changed. I’m sorry you weren’t satisfied with the resolution of the $25 travel certificate since you don't feel that you will travel on United. While I won’t be able to meet your compensation expectations. I am able to provide each traveler a $25 [redacted] Gift Card that can be used any where.  Since the other travelers names were not provide, and the ticket number was not provided I will send 3 $25 [redacted] Cards to you Mr. [redacted]. Again please accept my apology for the inconvenience you and your family encountered, and the entire issue is under investigation. We appreciate your business. Regards, Lisa [redacted]Corporate Customer CareCase# 10693691

Initial Business Response /* (1000, 5, 2015/07/23) */
Dear Mr. [redacted]
Your correspondence with the Revdex.com has been forwarded to my attention.
Please accept my apologies for the disappointing travel experience you had with us. As you know, we never intend to disrupt our...

passengers' travel plans. Of course the safety and well-being of our passengers [redacted] crew must always be our first priority so some delays are unavoidable. We don't question the inconvenience this caused you and the feelings of frustration that resulted. From what you describe of your delayed flight, delayed bag, and inflight experience, we didn't live up to your expectations or ours, and I'm very sorry.
While I can't undo the frustrating circumstances you experienced, I am sending an electronic travel certificate in a separate email which will arrive in 2-3 days as a gesture of our concern. I hope you are able to use the certificate and give us an opportunity to provide the service you expect and deserve from United Airlines. Additionally I have deposited 5000 goodwill miles into your MileagePlus account.
Mr. [redacted] your business and satisfaction are especially important to us. We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again.


Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, we wish to the extent possible to bring about ending using your common carrier service with us. Obviously, on some cases we will not be able to find another airline to fit our needs. But to the extent possible we do not want to be with your rude and unfriendly flight attendants. Not all but a substantially greater percentage than any other airplane service. Simply stated rudeness of your employees is not acceptable, even if you are a union and even if you work in a monopoly industry.
We do not want the 5,000 miles, rather we want the value in cash of the 3,500 miles you shorted me on the last trip. I purposefully cashed in my miles so that one of your employees could not sabotage my mileage account like the last time I complained about your company. I had to buy some miles for $231 a few days ago, so I could purchase my last international flight with United - to the extent possible.
A $300 travel certificate for $1,600 of damage is not acceptable. First, I don't want to use your airline as it is horrible as previously discussed.
Second your settlement is completely ridiculous for the damage involved. Basically, insulting but so is your airline.
Finally, your e-mail mentioned that you did not meet my expectations. I have come to expect a "D" of customer satisfaction. It is only when you dropped to a "FFF" that I complained.
Final Business Response /* (4000, 10, 2015/07/31) */
Dear Mr. [redacted]
I regret you're dissatisfied with our response. You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision. The certificate was not intended as compensation to off set the miles you purchased or your out of pocket expenses. It was offered strictly as a goodwill gesture.
Mr. [redacted] I have been in communication with our Baggage Resolution department and we kindly ask you to please submit a claim form via email for your expenses to [redacted]@united.com. The form is available at http://united.com/claimform.
Please know, your business and satisfaction are especially important to us. We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again.
Regards,
[redacted]
Corporate Customer Care
Case: XXXXXXX

Dear Mr. [redacted]:I have retrieved your reservation which includes your parents and your wife.  Each ticket that was purchased online was a [redacted] ticket which does not allow any changes once purchased, no advance seat assignments and no carry on baggage.  [redacted] Fares were...

first introduced back in April 2017.  When our passengers are booking online, you will get a pop up when selecting a [redacted] Fare that will specifically list the restrictions of the ticket.  You will also get a screen that shows the difference of the [redacted] Fare and the regular Economy fare so that you can make a decision based on restrictions of each fare.  In order to select the [redacted] fare you have to go through the restrictions and then select the fare.United Airlines will not refund any baggage fees on a [redacted] Fare ticket.  In order for your MileagePlus member to waive the baggage fee Mr. [redacted], you would have to be a Premier member.I regret that your reading light was flashing and not able to be turned off and caused you a headache.  I have pulled our operations reports for [redacted] and do see that the aircraft left 6 minutes early from San Diego and arrived in Denver 22 minutes early.  I am unuaware of any mechanical issues with this aircraft other than the overhead light situation that you have described.  You have stated "the plane was experiencing mechanical problems that led to severe discomfort and substandard experience".  I again have no knowledge of this when requesting flight operations recording of [redacted].Normally we do not issue compensation for an overhead light unless the flight is overnight/red eye and passenger can not sleep due to the light staying on during the flight.I have made an exception and have authorized a $50.00 electronic travel certificate for you.  The certificate will be sent to this email address within 24-48 hours.United Airlines does appreciate your business.  Please thank your father for his service for our country.Regards, Sheila [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,
[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,
Teondra [redacted]

Dear Ms. [redacted]: I am responding to your communication submitted to the Revdex.com: I'm sorry for the circumstances you have described about your bag. It's certainly never our intention for damage to occur. As you are already aware, airport personnel determines all...

resolution locally after the bag has been assessed. Additionally, per our policy,  United is not liable for conditions that result from normal wear and tear, which include the following: • Minor cuts, scratches, scuffs, dents, and soil• Damage to wheels, feet, and extending handles• Damage as a result of over-packed bags• Loss of external locks, pull straps or security straps For your convenience, a link to our website is provided below: http://www.united.com/web/en-US/content/travel/baggage/damaged.aspx  Based on the description of your bag (approximately a 2 inch tear on front zipper pocket), this is considered normal wear and tear.  All things considered, we do support the Baggage Resolution Centers' assessment and their goodwill offering in the form of a $75 travel certificate. However, in effort to bring this matter to amiable conclusion, we will increase the offering to a $125 travel certificate. The electronic voucher will be delivered separately via email ([redacted][email protected]) 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, Julie [redacted]Corporate Customer Care Case ID:[redacted]

Dear Dr. **:I am responding to your complaint filed with the Revdex.com.Please accept our sincere apology for the issues you have encountered in trying to book a Mileage Plus ticket for your daughter.  I understand how frustrating and confusing the mileage plus routing specification can be.  I see you’ve been in contact with several of my colleagues that have explained the routing you are requesting, connecting via Beijing several times, is not permissible. While I cannot change the rules applying to the routing, I do see additional miles were credited to your Mileage Plus account which will hopefully assist with getting a reservation booked.Our reservations agents are ready to assist you with future reservations: • U.S./Canada: 1-800-UNITED-1 ([redacted])• All others: https://www.united.com/web/en-US/content/contact/reservationsMr. **, I appreciate that you’re choosing United for your business and loyalty.Best Regards, [redacted]

Initial Business Response /* (1000, 5, 2015/09/02) */
Dear Mr. [redacted]
The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the negative impression you received from our Reservations representative.
United is focused on...

delivering great customer service, and we appreciate your letting us know how the Reservations representative addressed your inquiry involving your nonrefundable tickets. Customer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offer. Our Reservations management will benefit from your comments. We are taking action to improve the quality of our service, and we do hope you will notice the difference in the future.
Mr. [redacted] we know you purchased two separate one-way tickets for travel on September 7 and September 8, 2015, and you stated you will not be traveling as a result of your friend's grandfather passed [redacted] Please understand that our ticket refund policy does stipulate that the death certificate must be submitted to the Customer Refund Services Department in the event of the death of the traveler, traveling companion, or immediate family member. This information is detailed on our website at https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx#tabs-4...⇄ If you should have further concerns or questions, please do not hesitate to contact Customer Refund Services at the following mailing address:
United Airlines
Customer Refund Services
[redacted]
You do have the option to cancel your reservations and apply the value of the two tickets toward new ticket purchases. When you exchange your tickets, you will be charged the fare in effect at the time the new tickets are purchased and a change fee per ticket. And it is important to note that in order to retain the value of your tickets for future use, your reservations need to be cancelled before the flight's scheduled departure time otherwise you will lose the value of the tickets and your tickets will be considered void. As such, it is imperative that you call United Reservations to cancel both of your reservations if you decide not to travel. Once the cancellation is completed, your tickets are valid one year from the date the tickets were issued. With regard to the upgrade you purchased, note that voluntary changes to a customer's itinerary will forfeit the upgrade and any associated fees.
Thank you for your patronage, Mr. [redacted] We hope this information helps to clarify the matter.
Sincerely,
[redacted]
Corporate Customer Care
United Airlines Case ID [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So what you are saying is that if I get the death certificate you are going to refund me both one-way fares, as well as refunding my 1st class upgrade.
I want this in writing as I've read in multiple places that even when providing a death certificate your organization has not refunded the ticket fare.
Great practice by the way, solid way to take advantage of the consumer.
Final Business Response /* (4000, 9, 2015/09/14) */
Dear Mr. [redacted]
If you and your friend are traveling together, then both you and your friend will receive a ticket refund less the $50 processing fee provided supporting documentation is submitted to United's Customer Refund Services Department.
Pleae note that our ticket records reflect that you received a ticket refund for the entire ticket amount on September 6, 2015, in the amount of $269.60.
We hope this information clarifies the matter.
Sincerely,
[redacted]
Corporate Customer Care
United Airlines Case ID XXXXXXX