United Airlines

Dear Dr. [redacted]:  Your correspondence with the Revdex.com has been forwarded to my attention for review, and I was asked to respond on behalf of United Airlines.  I am sorry you sustained damage to your luggage (stroller) on your recent flight with us. It is never our...

intention for damage to occur or to inconvenience our passengers.    Again, I apologize in advance for any confusion regarding the handling of damaged luggage. Please be advised that all damage property claims are handled by our airport personnel as they are in a position to view the damage, determine liability and if liable provide a solution from their assessment.    For all international flights operated by United, damaged baggage must be reported in writing or in person at the airport Baggage Service Office no later than seven days after flight arrival to be eligible for repair or replacement. Nonetheless, I understand your disappointment. Therefore, I've contacted our Baggage Resolution desk who handles this type of claims. They have advised that a representative from that department will be contacting you directly to follow through with your baggage claim. Thank you for your patience and understanding.   You can review our damage policies online at: http://www.united.com/web/en-US/content/travel/baggage/damaged.aspx   Thank you for your candid observations as they help us identify the areas that need more work. We'll continue to work on streamlining our services and products to provide you with the service you deserve. We sincerely apologize for any negative impression this situation may have created. Dr. [redacted], we appreciate your business and we welcome the opportunity to provide better service for you the next time you fly with United. Kind regards,   Leyly [redacted] Corporate Customer Care Case: [redacted]

Dear Mr. [redacted]:I appreciate you took time to share your thoughts about our services and your recent experience on flight . Your constructive comments help us to improve our products and to gear them towards your needs. We'll review them, as we want to meet and exceed your travel expectations and...

provide you with a positive travel experience each time you fly with us. It's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice. I'm disappointed to read about your recent experience with our Inflight crew. What you described isn't our commitment to providing exceptional customer service. I'm sorry we didn't deliver that to you during your travel. There's never an excuse for what you described. I assure you that your comments are taken seriously and will help us address the issue as we review this with the employee.  That said-crews member are not expected or required to move baggage already store in the overhead bins for safety reasons.  If you encounter a bin with open space, you may move bags to make room for your bags to be stored or ask passenger if they have items stored in the bin to assist in moving their bag to make room for yours. As a gesture of goodwill, I'm sending you a $100.00 Electronic Travel Certificate, which will arrive via email in a few days.    On behalf of our United family, we look forward to welcoming you aboard your next flight.  Thank you for your Premier platinum status and loyalty.Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]:I am responding to your communication submitted to the Revdex.com. I regret the circumstances you have described surrounding the cancellation of your return flight and wish you the very best for a fully recovery.  I'm also sorry for the unhelpful response you received...

from our Customer Care Department. Given the situation, I will authorize a travel certificate for the 1/2 the value of the tickets ($447.30 per person). The electronic vouchers will be delivered separately via email ([redacted]@gmail.com) within the next 3 business days and can be redeemed by the person(s) of your choosing on any United/United Express operated flight.We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Kindest Regards,Julie [redacted]United AirlinesCorporate 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.
Sincerely,
[redacted]

Complaint[redacted]
I am rejecting this generic and canned response. United Airlines has the capacity to remedy this issue and they've decided to forego the opportunity to influence my negative experience. I had a bad customer service experience that I will not forgot. You just lost a loyal customer.  
Sincerely,
Neema [redacted]

Document ID number 11139492.We apologize for the cancelation. Passenger(s) are asking for a refund, because the tickets were used we regret we are unable to refund the passenger(s) tickets. I will offer the passenger(s) compensation in the form of electronic travel certificates.Thank...

you Gail [redacted]

Complaint: [redacted]
I am rejecting this response because:DOT guidelines provides for compensation in the amount of $400 due to this delay. Will proceed with a small claims court action unless this matter can be resolved at this time. 
Sincerely,
Raj [redacted]

Complaint: [redacted]
I am rejecting this response because: I'm regretting I am not able to take the flight schedule I'm originally booked for and have no control when it get changed.
Sincerely,
[redacted]

Dear Ms. [redacted]:  We received your letter from the Revdex.com regarding your recent experience with us.  I am sorry to learn the difficulties you experience with your Customer Service Desk when attempting to utilize your Electronic Travel Certificate.  We are committed to providing...

excellent customer service, however we are unable to make reservations or check flight schedules via e-mail. Our fares and availability are subject to change at any time and require direct input from the customer.   As Mr. David [redacted] previously advised you, our Corporate Customer Care office is not trained to book future travel plans.  However we are still willing to refund your $25.00 Booking Fee (per person) after you have completed booking your future flights made through our Reservations Department.  When you have completed your booking, please rely with the following information:  - Confirmation Number(s)- Flight Number(s)- Travel Date(s)- Origin / Destination  Should you need immediate assistance with booking flights, please contact our Reservations Department at 1-800-864-8331.  Mr.  [redacted], as a MileagePlus member, your business is very important to us.  Please know that are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight.   Regards,  James [redacted] Corporate Customer Care Case ID - 10820818

Dear Mr. [redacted]:  United Airlines is pleased to respond to your letter to the Revdex.com. We apologize for any inadvertent miscommunication from call center representatives related to your family’s planned trip from Newark, N.J. to San Jose Los Cabos, Mexico and apologize for...

your understandable frustration. Please know our main intention is to always provide safe and successful travel experiences for you and your family. As far as international travel document requirements, please note that each customer traveling across any international boundary is solely responsible for obtaining all necessary travel documents, including any required visas, and 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 19 of the Contract of Carriage. Each country sets its requirements and we must abide by those laws and regulations. The reason it is best to check with the consulate or embassy of the country of your destination, is that sometimes the requirements change, and we all want your trip to go smoothly.Please reply here with either your 016 ticket number or your date of travel from Newark and the flight number, and we will be glad to investigate the status of your unused tickets.  Thank you for this opportunity to respond. We look forward to hearing from you at your earliest convenience.  Regards, Eve [redacted]Corporate Customer CareCase: 9974729

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11595238, and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]

I responded to Mr. [redacted] today that my Customer Refund Services (CRS) advised that they processed a refund of $241.80 back to his [redacted] ending in [redacted].

Complaint: 11665316
I am rejecting this response because: Well James I am very sorry to hear that someone was actually able to resolve my issue and was able to meet my expectations. I can guarantee it was not you. So I would greatly appreciate you do not continue to reply with all the scripted nonsense you reply to the Revdex.com with and should consider into investing your time in being retrained on how to deal with customers. It is sad to know that United hired someone like you and knowing your actually a Manager and not a supervisor makes it even worse. Good luck United if you continue with this person and I’m sorry once again for all those customers who have to deal with James.  Thank you for nothing James [redacted]
Sincerely,
Glenda [redacted]

Complaint: [redacted]
I am rejecting this response because: All information regarding my ticket was given by the customer representative. If trusting the customer representative is wrong, I don't know whom I should trust. As a customer, I have to bear the loss due to the representative's fault. I'm so disappointed with the decision.
Sincerely,
Di [redacted]

Complaint: [redacted]
Dear Madam/Sir, The amount that I am claiming is $112.94, corresponding to the cost of the hotel and meal. As mentioned in your respond to my complain, I attach the corresponding receipts. Please, let me know if you need something else. I am looking forward for your response.
Sincerely,
Juan Mendez [redacted]

SUMART - 2/28/2017 1:44:36 AM - CUSTOMER, EMAIL 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,  Jannese Torres[redacted]

Dear Mr. **:I am responding to your communication submitted to the Revdex.com.On behalf of United Airlines, please accept our apology for the inconvenience you were caused when your bag had to be checked gate. When damage occurs, customers are to report it immediately our Baggage Resolution Center within 24 hours (domestic), 7 days (international) to set up a report. I have attached the link for our damage reporting procedures:http://www.united.com/web/en-US/content/travel/baggage/damaged.aspx  As previously communicated by our Baggage Resolution Center, you will need to fill out a claim form for the damage that occurred told the [redacted]. Please be advised that all claims are worked in the order in which they are received; this process usually takes 6-8 weeks. If you have additional questions or concerns about your claim, please contact our Baggage Resolution Center directly at 1-800-[redacted]-[redacted] or local (Houston)1-281-[redacted]-[redacted] and refer to your file number: [redacted].Mr. **, we certainly recognize the importance of customer satisfaction in this highly competitive industry and are aware of the impact a negative experience can have. As a tangible expression of our concern, we will be depositing 7500 bonus miles into your MileagePlus account. Please visit united.com/MileagePlus to verify your mileage balance after three  business days. 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 Ms. [redacted]: Congratulations on your upcoming nuptials!  I am responding on behalf of Mrs. [redacted] as she is out of the office. I'm sorry you were disappointed with the schedule adjustments and your seats being changed.  Upon review of your travel plans it looks like you and Mr. [redacted] now have seats assigned together onboard flight 15 on June 3, 2017 and flight 14 on June 10, 2017.   I understand this isn't how you wanted your trip to begin. I'll pass along your feedback so we can continue working hard to be the airline of your choice. If you need any assistance with further changes, please contact Reservations at 1-800-UNITED-1 and we'll do all we can to help. We want to deliver the schedule and requests you need, but sometimes there are operational limitations. I apologize for the inconvenience. Also, as a way to say we’re sorry; I'm sending you and Bo Ren Electronic Travel Certificates, which will arrive via email in a few days. We hope this gives you a future opportunity to receive the service you deserve.   On behalf of United, we look forward to welcoming you aboard your next flight.  Regards,   Candance Cook Corporate Customer Care Cases: 1[redacted] & [redacted]

Dear Mrs. [redacted]:I am responding to your latest communication sent through the Revdex.com.As you and my colleague mentioned the travel certificate was issued for your baggage experience.  We believe that the compensation we offer is fair and reasonable and in line with the service you experienced.  Therefore, once more we hope you will accept the certificate it in the spirit in which we have intended.  We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards,   [redacted] Corporate Customer Care[redacted]

May 14, 2018Dear Ms. [redacted]:The Revdex.com has sent your correspondence to the attention of United Airlines. I am very sorry for your disappointing travel experience you describe having in December 2016.Your flight itinerary was affected by severe weather which is an uncontrollable event....

When this happens our representatives will protect you on the first available flights to your destination. I sincerely apologize that your luggage was delayed in this process. While I understand your disappointment and regret this happened, the ticket was fully traveled and since there is no value left on the ticket, we won't be able to offer a refund. As a gesture of goodwill, I have sent you an electronic travel certificate that will arrive via separate email within a few days.Ms. [redacted], we appreciate your business and your understanding. We hope to see you aboard soon.Sincerely,Judy [redacted]Corporate Customer CareCase [redacted]