United Airlines

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

January 13, 2016Dear Mr. [redacted]We are sorry to hear of your complaint filed with the Revdex.com regarding your December travel experience.  Our goal is to operate every flight on schedule every day however, the safety of our customers and crew are our top priority. ...

Unfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis.  When this occurs, we will do our best to minimize the impact to you as much as possible but, based on your comments it appears we did not live up to your expectations or ours.  Additionally, we regret your dissatisfaction with our customer appreciation offer.  We carefully review our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors.  Our customer appreciation offer was not meant to place a value on your experience but was offered as a tangible expression of our regret over what transpired when you traveled with us.We appreciate you bringing your concerns to our attention since our customer's feedback allows us to evaluate the service we provide our valuable customers.Mr. [redacted], as a MileagePlus member we truly value your business.  We hope you will not judge us based solely on this experience but will continue to allow us future opportunities to regain your confidence in our ability to serve you.  Sincerely,[redacted]United Airlines Corporate Customer CareRef # [redacted]

May 13, 2016Dear Mr. [redacted]:We are sorry for your continued disappointment considering you have submitted an additional correspondence to the Revdex.com and to our Customer Care department. We regret your dissatisfaction pertaining to the fees associated with changing your ticket.  We have reached out to one of our Reservation Supervisors for review and evaluation.  United currently has a rule that if a customer is going to miss their flight and contacts United within 30 minutes prior or up to 2 hours after their original departure, they may be rebooked at no charge on the next available flight in the same cabin.  Our records reflect that you contacted United outside of the 30 minutes prior to your original flight's scheduled departure time.  Therefore, this rule would have not applied to your situation.  However, after further review we have decided to make an exception.  In turn, we have submitted a request to our Customer Refund Services department and have authorized them to refund the fee and the difference in fare associated with your February, 2016, date change.  Please know that a refund is issued back to the original form of payment however, it may take up to two billing cycles for it to appear on your credit card statementThe case id for your refund requests are:  [redacted] and [redacted].  To track the status of your refunds, please visit the following link for more information: http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx  As we do not have access to Customer Refunds Service’s records, please contact them directly for more information.  Additionally, since we have authorized the above refunds we have voided the $500 electronic travel certificate that was previously issued to you.Mr. [redacted], your business is always appreciated and is never taken for granted.  We understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you again. Sincerely,Judy [redacted]United Airlines Corporate Customer CareRef # [redacted]

June 10, 2017Dear Mr. [redacted]:The Revdex.com had forwarded your concerns to our attention.I apologize for any confusion surrounding our Unaccompanied Minor Service. Our changes to this policy were driven by the need to offer our young travelers (and their parents) a safe and...

comfortable travel experience. While some parents or guardians may know their child would be capable of solo travel, this is not always the case. When booking travel online, it is necessary to indicate "child", or the system will allow you to book the passenger as an adult. The TSA Secure Flight Information data that must be entered is solely for security, and does not "trigger" the need for child information. I am truly sorry for the confusion and changes are being addressed by our IT team.   The service charge may be paid at the time of reservation, or prior to departure at a United check-in counter. That being said, our representatives are expected to always be courteous and respectful; I sincerely apologize if this was not the case. We take your comments seriously and we will follow up internally. I have sent you an Electronic travel Certificate as a gesture of goodwill for your overall travel experience. You will receive it via email within a few days. Mr. [redacted], w e appreciate your business as a MileagePlus member and look forward to serving your future travel needs.  Kind Regards, Judy [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:
 
Please know I have contacted United reservations on your behalf, and the tickets have been marked as no value and may not be exchanged at any future date for travel. There is no credit or value to these tickets.
 
You may respond to your insurance company...

and advise them as such.
 
As a Mileage Plus member, my apology for any inconvenience.
 
 
 
Regards,
 
Ruth [redacted]
Corporate Customer Care
Case 9828525

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Mr. [redacted]:
I am responding to your complaint filed with the Revdex.com.
I am sorry to learn of the difficulties you experienced on June 11, 2015 due to the delay of United Express Flight [redacted] Please accept our...

sincere apologies for the frustration and inconvenience you and your travel companions were caused.
Our goal is to operate every flight on schedule, every day. Unfortunately, there may be times when weather, a mechanical issue, or the delayed arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be 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 our planes can fly their routes, including adjusting our schedule and refining our maintenance practices this is a continuous fine-tuning process. Our ability to provide responsive service and communicate professionally with our customers are key components of our brand, being Flyer Friendly. A number of tools and processes are being applied this year that will substantively address these goals. We are working to improve customer service, including investing in a comprehensive training course for frontline employees.
Although we are unable to refund used tickets, as a tangible expression of our apologies. a $300.00 electronic travel certificate will be sent to you each of you within 2 to 3 business days.
Mr. [redacted], we appreciate your support as a MileagePlus member and are working hard to provide the optimal service you deserve.
Kind Regards,

[redacted]
Corporate Customer Care
Case XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Compensation amount is fair.

Complaint: 11716804
I am rejecting this response because: The telephone message indicated that the matter has been reported to another department in conjunction with the damage to my luggage and handbag missing from my suitcase.  I have yet to hear from anyone from that department.
Sincerely,
Robin [redacted]

Dear Mr. [redacted]:   I received your  Revdex.com complaint and I was verifying your return flights and noticed that out of Rome you were not on Austria Airlines.  They contracted [redacted] to take you to Rome because they do not fly out of Rome.  The symbol EU means...

[redacted].     Euro Wings is a small regional airline and partner with Austria Air, but not a partner with United.  This is why United did not make your reservation with [redacted], but [redacted] Air did.   In Rome you had to go to [redacted] gate to board your flight.   Having said all that, you are our customer and we are very sorry you had this problem in Rome.  Your request of a refund of the 40,000 miles is not reasonable.. You flew and used portion of these 40,000 miles. Another agent already credited Mr. Mathew ** with 20,000 as goodwill and sent you (2) $150.00 travel certificates.   As far as I can see, the agent in Dulles did not touch your flight from Rome to Vienna. She only changed your return from LHR to a more convenience airport for you.   I am sure these explanations do not make things any better, you still had problems at the Rome Airport and I cannot change what happen, only explain what I see.   Sincerely,   Ana [redacted] Corporate Customer Care United Airlines case [redacted]     Tell us why here...

Dear Ms.  [redacted]:   We received your letter to the Revdex.com concerning your request to refund your e-tickets.  I am sorry for your unpleasant experience when you contacted our Customer Service for assistance.  I also regret to learn your disappointment with our ticketing...

policy.  Based on my findings, the ticket you purchase for yourself and Mr. [redacted] are restricted non-refundable e-tickets.  Respectfully, I regret you refund request have been declined.  However you are allowed to make changes to your ticket for a fee.  Please understand that United’s excursion tickets are non-refundable. A service charge usually applies for changing the time or date of travel. Service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats. Your ticket may be exchange for a service charge of $200; however, depending on the available inventory when the ticket is reissued, an additional collection may also apply. Customers must pay the difference between the original fare and the new fare when there is reduced inventory or published fare increases. As a gesture of goodwill, I will waive your change fees ($200.00 per person); however you will still need to pay any fare difference if applicable.  You may also change your e-ticket to a different destination.  When you are ready to exchange your e-ticket, please contact our Customer Service Desk at 1-800-864-8331.  Please make sure that you immediately provide the agent with your confirmation number ([redacted]).  The agent will retrieve your record and make the necessary changes to your itinerary.  As a reminder, United Airline tickets are valid one-year from the date of purchase; therefore your tickets must be exchanged on/before March 24, 2016.   We appreciate your business, and we look forward to welcoming you on board a future United Airlines flight.     Regards,   James [redacted] Corporate Customer Care Case ID – 10809976       Confirmation Number:  [redacted]   Stacey [redacted]:  Ticket Number:  [redacted] Ticket Issue Date:  March 24, 2016 Fare Type:  LAA07AHN / KAA14AHN Amount:  $265.90 USD   Joseph [redacted]: Ticket Number:  [redacted] Ticket Issue Date:  March 24, 2016 Fare Type:  LAA07AHN / KAA14AHN  (restricted / non-refundable) Amount:  $265.90 USD   Itinerary:  UA 3516 [redacted] L EWRCLT UA 3406 [redacted] K CLTEWR ADJUSTED

Dear Mr. [redacted]:   Thank you for the concerns that you’ve expressed via the Revdex.com.  Please accept my deepest sympathy and condolences for the loss of your Mother. We are very sorry to read that your flight did not operate as scheduled.We are committed to providing...

excellent customer service and will make every effort to address your concerns. In order to facilitate our research and respond to your claim, kindly reply to this e-mail with the following ticket information:    Confirmation or Ticket number: Flight Number: Flight Date: Origin: Destination: Thank you for your patience. We appreciate your business and look forward to welcoming you on board a future United Airlines flight.  Kindest regards,   Leyly [redacted] Corporate Customer Care 10026756

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns.  We are sorry to learn about the difficulties you experienced with booking reservations through [redacted]. ...

Air fares are not guaranteed until a ticket is actually issued.  If the reservations were booked and a ticket was issued, then [redacted] should have provided you with a ticket confirmation to include the 13-digit ticket number and a 6-character reservations confirmation.  We understand you already contacted [redacted] and were not satisfied with the handling of this situation.  Any changes or refunds need to be made through the original booking source.  As such, this matter needs to be addressed by the booking source which is [redacted] in this case.  If you wish to pursue this matter, you will need to follow up directly with [redacted].  Thank you for your understanding. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10038430

Complaint: [redacted] I am rejecting this response because: I am seriously questioning whether you even read my responses. You are telling me that "the reservations system automatically divided the reservations record on April 1, 2016. Our records reflect that you were notified via email on April 13, 2016, about the upgrade confirmation."I am aware of this information. My question is different. Why did the system put me separately instead of one of the other passangers in my reservation? What should I do in the future to avoid this so one of my companions is still upgrade eligible as well? I am just looking for what needed to be done differently so this won't happen in the future. Sincerely, Selim [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,
Tuterangi [redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
Dear Ms. [redacted]
I'm responding to your correspondence addressed to the Revdex.com.

I'm sorry to hear that on December 15, 2013 our flight was delayed due to severe weather in the Chicago area. Due to...

this weather situation, your flight 4485 from Montreal to Chicago was delayed and you would have missed your connecting flight to Sacramento. Please understand that we do work hard to minimize flight irregularities. Of course the safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidable.
If a flight irregularity prevents you from reaching your destination, our agents will work with our customers to secure the next available flight. In some cases we will offer an alternate airport, however we will not confirm the alternate airport without the consent of the passenger. In this case you spoke with our airport representative and it was agreeable to you to fly into San Francisco as an alternate airport. When you agree to alternate flight options, United is not required to provide reimbursement of out-of-pocket costs, your understanding is appreciated.
Regrettably, I'm not able to honor your request for a $500.00 electronic travel certificate; however as an exception to our policy and as a token of goodwill, I have requested a $100.00 electronic travel certificate to be issued. Please allow 3-5 business days for the certificate to be processed. A follow up email will be sent with the pin number and terms and conditions.
Ms.[redacted] thank you for being a loyal member of our MileagePlus program.
We appreciate this opportunity to respond and look forward to seeing you on a future United Airlines flight.
Regards,
[redacted]
Corporate Customer Care
Case ID [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When United representative switched my flight to San Francisco instead of Sacramento, I was NOT even offered an option of having a connecting flight to Sacramento on the following day. I suppose this was because United did not want to pay for my stay in a hotel in San Francisco before their next available connecting flight to Sacramento. I was not even informed of a possibility (and actually their responsibility) to put me in a hotel before the next available connecting flight from San Francisco to Sacramento. This caused me immense discomfort when I trying to geta taxi from San Francisco to Sacramento in the middle of the night on December 15, 2013. This taxi fare cost me over $500, and the reimbursement of $500 that I am requesting is negligible compared to the inconveniences that I had to incur due to United Airlines conduct.
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To reiterate once again, it was the responsibility of United to inform me regarding the possibility of staying overnight in a hotel and being rerouted to my original destination the next day. However, when United representative switched my flight to San Francisco instead of Sacramento, I was NOT even offered an option of having a connecting flight to Sacramento on the following day. I suppose this was because United did not want to pay for my stay in a hotel in San Francisco before their next available connecting flight to Sacramento. I was NOT EVEN INFORMED of a possibility (and actually their responsibility) to put me in a hotel before the next available connecting flight from San Francisco to Sacramento. This caused me immense discomfort when I trying to get a taxi from San Francisco to Sacramento in the middle of the night on December 15, 2013, which cost me over $500. Since this incident occurred in 2013, I do not have the receipt for it anymore. You can easily check the taxi fares from San Francisco to Sacramento and see how much they cost. Do you really expect people to keep taxi receipts that are over a year and half old? The reimbursement of $500 that I am requesting is negligible compared to the inconveniences that I had to incur due to United Airlines conduct.
Final Business Response /* (4000, 9, 2015/08/20) */
August 20, 2015
Dear Ms. [redacted]
I'm responding to your correspondence addressed to the Revdex.com.
I'm sorry to hear that you continue to be disappointed with United and our policies during weather cancellations.
As explained in my earlier correspondence, your flight was cancelled due to extreme weather. Our airport staff worked to confirm you on a flight, and you accepted transportation into San Francisco as an alternate. When you agree to alternate flight options, United is not required to provide reimbursement of out-of-pocket costs including hotel and ground transportation. We will not reroute our customers without their knowledge and consent.
With that, I regret that I'm not able to honor your request for reimbursement of your out of pocket expenses. However, as an additional exception to our guidelines, please send in your original ground transportation receipt for review and consideration. Once received, I will ask for a reimbursement consideration of $50.00 to help offset your costs. This is the maximum amount we offer for ground transportation when a flight is cancelled and it is within our control. Please know that this is in addition to the $100.00 travel certificate already issued. Please attach your receipt to your reply.

Ms.[redacted] thank you for bringing your concerns to our attention and giving me the opportunity to revisit and explain our policies when flights are cancelled due to uncontrollable weather situations.
Despite the negative experience, we hope to have your continued business and support. United is committed to providing a pleasant and safe environment for our customers. I hope that you will accept our previously issued travel certificate and fly with us on a future United flight.
Regards,
[redacted]
Corporate Customer Care
Case ID # [redacted]

Dear Mr. [redacted]:Please accept our sincerest apologies for the inconvenience you have expressed. MileagePlus was contacted on your behalf and the second mileage deduction for the [redacted] purchase has been reversed.We're committed to meeting your expectations, and we hope you will give us a future...

opportunity to restore your confidence and support.  Thank you for choosing United.Regards, [redacted] [redacted]Corporate Customer CareCase: [redacted]

Dear Mrs. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn you erred when booking tickets for your son and aunt.  United does maintain a 24-hour flexible booking policy which allows the flexibility to make...

changes to select reservations within 24 hours of purchasing a ticket without incurring change fees if the purchase was made one week or more prior to the original scheduled departure flight.   As such, it is important that customers double check all ticket information when they receive their printed confirmation or email acknowledgment.  In this case, please understand that the cost to change the itinerary is not refundable.  I hope this information is helpful when booking future travel. And the customer’s interactions with our Reservations representatives should be professional and pleasant, and I appreciate your letting us know about the manner in which the Reservations representative assisted you.  Our goal is to create a positive experience with every customer interaction, and your feedback will help us evaluate and improve our service. Thank you for your business.  We look forward to continue serving your and your family’s travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here...

Dear Mr. [redacted]: My apologies you did not receive your refund as requested for travel on April 19, 2016. I have submitted this request again and you can check the status of this refund 7-10 business days at www.united.comwith request ID [redacted]. I have also sent a request to our MileagePlus...

Department to make sure you are credited for your April 26 travel. Again, we regret the delay in getting this processed. Please feel free to contact us at [email protected] for any future travel related issues. Kind Regards, [redacted]Corporate Customer CareCase ID [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. . I'm now waiting for the $25 [redacted] gift card. I appreciate Revdex.com's great help. Thank you very much.
Sincerely,
Yulan **

Dea[redacted]The Revdex.com has forwarded your correspondence to our attention.I am sorry you were inconvenienced when our schedule was interrupted by the inclement weather conditions on December 28, 2015. Seven out of eight flights out of the St Louis airport cancelled as a...

result of extreme weather that day. During inclement weather. We work closely with Air Traffic Control, and carriers are often asked to delay or cancel flights to ease congestion. We use a state-of-the-art computer system to assist us in efforts to inconvenience the fewest number of passengers. As soon as it is safe to resume operations, onward transportation is confirmed for our valued customers. In these situations, our agents will help to arrange alternate transportation for you. Sometimes this involves a longer wait than expected, and we can appreciate when customers decide to make alternate arrangements to reach their intended destination. However, as this cancellation was not within our control, we are unable to reimburse you for any additional expenses. We appreciate your business and hope to serve your future travel needs.Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:   I have again requested the receipt be sent to you.   Please check you junk or spam file as these emails come from a generalize email address.   Thank you for flying the friendly skies.   Regards,   [redacted] Corporate Customer Care