United Airlines

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 weeks The credit card company also told me, and they are putting it in the letter, that because the account has been closed over 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 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 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 *** Will United Airlines finally issue a check refund after 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 numberI 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-***-***My email is [redacted] [email protected] feel free to contact me directly, I would love to talk with you Sincerely, Chris [redacted]

Dear Dr [redacted] : This is the United Airlines response to your Revdex.com letterIn checking on the Mileage Plus promotion, it appears that your ticket for reservation [redacted] was booked in M class, which did not qualify for the credit in questionSince the promotion closes on March 11, there may still be time for you to qualify by purchasing two separate tickets for a minimum of $each, in one of the following classes of service: A, C, D, F, J, P or ZIn the meantime, please know I have approved a goodwill mileage deposit of 15,miles to your account [redacted] , which may take 7-days to reflect in your balanceThank you for this opportunity to respondRegards, Eve [redacted] Corporate Customer Care Case: [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 $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]

March 22, Dear Mr [redacted] : I am responding to a correspondence received from the Revdex.comI regret the circumstances described in your communicationIt may be helpful to know that our system is designed to automatically quote the lowest fare available that you qualify for at the time of your requestThe fare is guaranteed once the tickets have been purchased and are issued In researching your information, our records indicate the reservations you were holding had a time limit, and our time limit policy refers to the latest time and date the tickets can be purchased to obtain the fare that was originally on the itineraryThe itineraries you have referenced were not ticketed by the designated time limit; as a result, the flights were cancelledIn accordance with our ticket policy, we regrettably, are unable to honor your request to refund the difference in faresI realize this is not the response you were hoping for and I’m sorry for disappointing youMr [redacted] , as a MileagePlus member, we appreciate your business and look forward to welcoming you and Mr [redacted] on board United Airlines on May 27-31, Regards, MrsElizabeth [redacted] Corporate Customer CareUnited AirlinesCase: 10146700Revdex.com Case # [redacted]

Dear Ms [redacted] : Your latest correspondence with the Revdex.com has been forwarded to my attention for review I’m sorry that you remain unhappy with UnitedAgain, I apologize for the ticketing error with AeroMarYou request for additional compensation is appreciatedHowever, records indicate we issued you each a $travel certificate priorWe would not be able to refund a ticket that was purchased on another airline when alternate city was accepted, as our agents advised youMy colleague did send you United Club passes to make up for the ones you used and she also add 10,bonus miles back to your account, as you used the miles from your account for the tripYou should have received a separate email with the United Club passes and an acknowledgment that the miles have been added to your accountRegrettably, I am unable to offer any further reimbursementI appreciate your understanding Ms [redacted] , your comments indicate that we must remain focused on customer service so we may continue as your global carrier of choiceIt is always a privilege to serve you and we look forward to our next opportunity to welcome you aboard Best regards, Mary [redacted] Corporate Customer Care Revdex.com

Dear Mr [redacted] :I am responding to the additional information you forwarded to the Revdex.com I did review your concern again and I've taken care of the $2nd bag fee that was collected Now the total refund is $220.00, which is more than you requested.Please allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour reference number is [redacted] If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx Thank you again for letting me handle this issueI hope you have a nice day.Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : Your email to the Revdex.com clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created Your frustration is certainly understandableWe take this opportunity to learn from what happened to fix our broken processesAs a gesture of goodwill I am canceling your December flights without penalties and refunding the $$ to the original credit card usedThis is also the right thing to do Mr [redacted] , as MileagePlus member you have made a significant contribution to United Airlines, and we greatly appreciate your business and loyalty [redacted] [redacted] Ana [redacted] Corporate Customer Care United Airlines | Grand Plaza Drive | NHCCR | Houston, TX [email protected]

Dear Mr [redacted] : Your correspondence with the Revdex.com has been forwarded to my attention for review Please accept my apologies for the disappointment you have expressed regarding a travel certificate that was promised to you, that you never received I will need to have the thirteen digit ticket number in order to look into the matter Regrettably, the record locator number that you provided is no longer valid I look forward to your response so that I may address your concernsMr [redacted] , we appreciate your understanding and look forward to the opportunity to provide you with the service you expect and deserveBest regards, [redacted] Corporate Customer Care Revdex.com [redacted] Case ID: [redacted]

January 17, Dear Mr [redacted] : The Revdex.com has forwarded your correspondence to our attentionI'm truly sorry your trip didn't go as plannedWeather sometimes interrupts our operation and I can certainly understand your frustration with the added travel timeWhen this happens, our representatives will protect you on the first available flight, and I apologize this wasn’t as soon as you had hopedSince the delay wasn't under our control, we won't be able to honor your compensation requestQuality customer service is always our goal and we realize any delay affects your travel experienceWe’ll take your feedback to see what we can do to improve how we handle these situationsOnce again, I apologize for any inconvenience Mr [redacted] , I have submitted your ticket information to our Refunds department, requesting a refund of the unused segment of travelThe refund will be placed back on the original form of paymentIn addition, as a gesture of goodwill, I have sent you an Electronic travel Certificate which will arrive via email within a few business daysI appreciate that you chose United for your travelWe hope to have the privilege of welcoming you back in the future Kind Regards, Judith [redacted] Corporate Customer Care Case [redacted] Tell us why here

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 meThank you for reaching out! I forgot to respond! United has fully refunded my moneyI received the refund last week.I apologize for the delay! Best, [redacted] *** Sincerely, [redacted] ***

Dear Mr [redacted] :The Revdex.com has forwarded your correspondence to my attention for response We appreciate the opportunity to provide you with information Please note that the outbound portion of your ticket was purchased as Basic Economy fareThis is a deeply discounted and highly restricted type fareIt does not allow for any free checked luggage or advanced seat assignmentsThis is why our Customer Service at the La Guardia Airport collected the $for the first checked bag and $for the second bagAs these were applicable fees, I must respectfully decline your refund requestWe appreciate your business and look forward to welcoming you on board a future United Airlines flightBest Regards, Maria [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : The Revdex.com has forwarded your correspondence to my attention for response We appreciate this additional opportunity to address your concerns I want to express our sincerest apologies for the many inconveniences that you endured with trying to change MsRebecca [redacted] ticket with our Reservations agent We truly appreciate you taking the time to point out the issues that you encountered as we work hard to correct problems brought to our attention Please know that the ticket was purchase through an agency (Expedia) with very strict rules The ticket purchased is bind by strict rules that didn't allow any changes and our agents were trying to make exceptions to allow you to change the ticket due to the emergency that you were in Since travel hasn't started [redacted] would be the one to make the exception to change the ticket as they have full control of the ticket prior to travel We understand how disappointing this situation was for you and we apologize for the factors that contributed to your overall dissatisfaction Although we can't undo what you experienced, we can work to correct it Your feedback and experience has been recorded and will be reviewed and addressed internally I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously I am sorry that we are not allowed to refund the ticket due to Expedia's strict rules on the ticket If the ticket was processed for a refund the amount paid would go back to the agency As a gesture of goodwill and to help offset the difference I will be sending you a $Electronic Travel Certificate You will receive this within business days via email We apologize for the inconvenience and thank you for bringing this to our attention Your business and satisfaction does matter to usRegards, Juan [redacted] Corporate Customer CareCase: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Dear Mr [redacted] The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight cancellation you and your family experienced on August 1, 2015, which was due to mechanical issues We recognize how important it is to you to get to your destination on time, and we never want to disrupt your travel plansAs with any airline, United's flight schedules are subject to change due to equipment changes, weather challenges or any number of operational issuesAlthough we regret any inconvenience the cancellation of Flight caused you and your family, the safety of our passengers and crew members is always our utmost priorityWe are focused on delivering solid operational reliability, and your feedback will help us as we strive to meet this goal As you know, customers who were ticketed to travel on Flight were invited to our appreciation website, and our Proactive Recovery Operations team offered either MileagePlus miles or an electronic travel certificate which is based on several factors such as the customer's MileagePlus status and the customer's cabin classMr [redacted] please understand that the MileagePlus miles you and your family selected and already received from our Proactive Recovery Operations team were offered as a gesture of goodwillAs United's flight schedules are subject to change, United does not compensate customers for their loss of time, inconvenience, or absorb the cost of unused prepaid hotel accommodations, special events, or ground transportation at their destinationWhile we regret your disappointment with the goodwill gesture provided for Flight 968, we do hope you will reconsider and accept the miles in the spirit in which we have intended Thank you for your support as a Premier Platinum MileagePlus member and [redacted] and [redacted] support as MileagePlus membersWe look forward to providing you and your family with a more positive travel experience, Mr[redacted] Sincerely, [redacted] Corporate Customer Care Case [redacted]

Dear Mr***: I am glad to receive your reply and appreciate having an opportunity to address your additional concerns and request I am sorry to learn your continued disappointment in regards to our BASIC ECONOMY faresI was able to retrieve your ticket information from the confirmation number(s) you provided Based on my findings, both tickets you purchased are indeed “Basic Economy” Fares Your tickets were purchased on December 20, through a third party travel website As my colleague (Ruth [redacted] ) previously advise you, whether you are utilizing our United Website or a Third Party Travel website; guidelines of these fares are published at the time of selecting your flight(s) To finalize your flight selection, customers must click on “I AGREE” to the terms and conditions of the fare, no less than three times on the United websiteMy continued findings on your ticket show you have “USED” your tickets to travel on January 28, Respectfully I regret your refund request has been declined as our Basic Economy Fares are non-refundable For additional information regarding our “Basic Economy” Fares, please visit https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx I do realize your experience with us has been disappointing, and as a gesture of goodwill, I will send each of you an Electronic Travel Certificate for you utilize towards your next ticket purchase on United Airlines Please allow to business days for processing Your ETCs will arrive in a separate email containing details on how to redeem your certificatePlease know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your business, and we look forward to welcoming you on board a future United Airlines flight Regards, James [redacted] Corporate Customer United Airlines Case ID: [redacted] Tell us why here

Dear Mr [redacted] : It's my pleasure to offer information about our MileagePlus program and I am sorry you were not provided the correct information We’re proud of our MileagePlus program as we are consistently voted the world's Best Frequent Flyer Program by Global Traveler magazine Our program offers innovative ways to earn and use award miles, from flights in United's global network to once-in-a-lifetime experiences and the latest in entertainmentI welcome you to visit our website at www.united.com/mileageplus for more ways to earn and use miles and to add past travel miles You will have to contact the MileagePlus Service Center to request that your miles are posted to your accountYou are allow months to add your miles to your account We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs on UnitedRegards, [redacted] Corporate Customer CareCase# [redacted]

Dear Mr [redacted] : United Airlines is pleased to respond to your further reply to the Revdex.comWe apologize again for any misunderstanding with the call center representatives related to your family’s planned trip from Newark, N.Jto San Jose Los Cabos, Mexico and apologize for your understandable frustrationUltimately, it is each traveler’s responsibility to obtain any necessary travel documents for complying with the laws of each country flown from (the departure country), through (any transit country) and into (the destination country) as stated in Rule of the Contract of Carriage I am sorry this is not the answer for which you had hoped but each country sets its own laws and regulations which must be obeyedThank you for this opportunity to respond Regards, Eve [redacted] Corporate Customer CareCase:

Complaint: [redacted] I am rejecting this response because: Hello Judy, Funny you said you couldn't help me because I never gave my flight informationWell, you never askedWeird that you don't have the authority to look up someone's name instead of going back a d forth over and overMy flight confirmation number is [redacted] Sincerely, Martina [redacted]

Dear [redacted] I am sorry you were unable to board your connecting flightDirect customer feedback about our products and services is so important in helping us to improve Please know our goal is to operate every flight on schedule, every dayUnfortunately, 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 delayedWhen this occurs, we want to minimize the impact to our customers as much as possible, but we are usually unable to delay scheduled departuresWe try to make decisions that are in the best interest of the majority of our customersHolding a plane for late-arriving connecting customers could have a cascading effect, jeopardizing departures for hundreds of customers down the lineYour letter conveys the inconvenience you endured as a result of our flight delay and not being able to board your connecting flight Flights cannot always be held past scheduled departure times for connecting passengersAirport and Air Traffic Control personnel make these decisions on a case-by-case basisPilots and airport staff work hard to keep our flights landing and departing on schedule to prevent a "cascading" effect that results in delays and cancellations throughout the dayFlights are sometimes held for connecting passengers, but this is the exception and not the ruleOnce the door is closed, it is usually not opened for late-arriving customers We understand that communication is essential, and sharing up-to-date information can help ease disappointmentPlease be assured, it is never our intention to deliberately cause you distress of any kind We are working on a number of initiatives to improve reliability and decrease missed connections, which includes adjusting our schedule and refining our maintenance practices -- this is all a continuous fine-tuning processI encourage you to use our cutting edge self-service kiosks, online tools and smartphone apps as often as possibleAs you may know, United is one of the only airlines to provide the actual flight delay reason through our customer-facing tools As a gesture of concern, I will send you a travel certificate that will arrive to your email address within business hoursIt 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 know United does not absorb costs that are not part of your ticketed United itineraryYou may wish to file a claim with your travel insurance provider, if applicable Our goal is to create the world's most Flyer Friendly airlineWe still have room for improvement, but that's the direction we're headed We appreciate your business and thank you for flying the friendly skies Regards, [redacted] Corporate Customer Care Case [redacted]

Dear MrWill:The Revdex.com has forwarded your correspondence to my attention for response I want to express our sincerest apologies for the many inconveniences that you endured with the damages to your baggage We truly appreciate you taking the time to point out the issues that you encountered as we work hard to correct problems brought to our attention We understand how disappointing this was for you and we apologize for the factors that contributed to your overall dissatisfaction Although we can't undo what you experienced, we can work to correct it What you experienced has been recorded and will be reviewed and addressed internally I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously.Since all baggage related issues are handled by our Baggage Resolution Center it is best for you to work with them directly On your behalf, I have forward your concerns to their attention They advised they have communicated with you via email and would like to work with you to find a solution You may work with them via email or if you wish to contact them via phone you may reach them by contact dialing 1-800-335-BAGS (1-800-335-2247) from the U.Sand Canada or 1-281-821-from outside the U.Sand Canada.We at United apologize for the inconvenience and thank you for bringing this to our attention Your business and satisfaction does matter to us.Regards, Juan [redacted] Corporate Customer CareCase: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Dear Mrs [redacted] I am responding to your complaint filed with the Revdex.com We are very sorry for the inconvenience you experienced and for your disappointment with the amount of goodwill which was offered for your inconvenience I appreciate having the opportunity review your caseLet me start by saying your business is very important to usGiven the circumstances surrounding your experience, I have added 3,additional bonus miles to your accountPlease allow up to business days for them to appear in your account balance Mrs[redacted] as a MileagePlus member your satisfaction is important to usWe look forward to welcoming you onboard your next United Airlines flight Regards, [redacted] Corporate Customer Care Case: [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your consideration and for providing additional compensation in the form of United Mileageplus pointsI am now satisfied with my experience with United and will continue to be a loyal customer Sincerely, [redacted]