United Airlines

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] I also want to add that the customer service rep. Stephanie that helped me with the refund of the improperly booked flight today was amazing. She was helpful and patient, and she actually listened and understood what I was asking for. I do not like that it took going to the Revdex.com to get this resolved, but I am glad that I did and that United partially redeemed themselves in my eyes today.Thanks for all the help with this matter.

Dear Ms. [redacted]:   I'm sorry you feel my resolution didn't meet your expectations.   Please accept my apology. You should always have a positive experience with United. From what I read in your email, we have room to improve. I'm going to send on your feedback to help us improve the way we provide exceptional customer service, with dignity, respect and professionalism on your next flight. Once again, I'm sorry for any inconvenience.    Our internal actions and handling of this situation are proprietary; therefore, we cannot provide follow-up information, nor can we offer written responses from our management team.  Please know that your concerns were taken very seriously. I am confident appropriate actions were taken.   Thank you for flying United Airlines.   Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]: I am responding to your follow-up communication submitted to the Revdex.com. I'm sorry you are dissatisfied with our response. Unfortunately, we are unable to provide you with the resolution you are seeking. As previously communicated, our 24 hour refund policy only applies to tickets issued via united.com, our reservations department, or airport. If you have additional questions about your purchase, you will need to contact your on-line agency. Please be advised the offer still stands to waive the $200 reissue fee; however, we will need your confirmation and ticket number in order to do so. We appreciate your business and hope you will give us a future opportunity to serve your travel needs. Regards,Julie [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 unsatisfactory to me, and i'm looking forward to at least get a compensation from the business, due to poor customer service quality and the uncomfortable experience I had with the airline.Sincerely,
[redacted]

Dear Dr. [redacted]:   We received your inquiry from the Revdex.com, reference [redacted].   Your email clearly expresses your disappointment with your recent travel. I would like to extend my personal apology for the negative impact to your schedule and the inconveniences. Based on...

your comments, we could have done a better job on a number of fronts; your frustration is certainly understandable.   Regrettably, we are unable to respond with the generosity requested. However, we have maximized the goodwill beyond our normal guidelines based on your description of events. You will receive a deposit of 10,000 MileagePlus miles for your account. Please allow up to three business days for the miles to reflect.   Understandably, no amount of goodwill can compare to the disappointment. However, we do hope the sincerity of our apology and the tangible gesture of the deposit is recognized.     Thank you for your loyalty as a MileagePlus member. We look forward to having the chance to regain your confidence and providing the quality service you deserve with United Airlines.   Sincerely,   Suzanne [redacted] United Airlines Corporate Customer Care Case ID [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 me.
Sincerely,
[redacted]

Dear Ms. [redacted]: I am responding to your communication submitted to the Revdex.com. I regret to hear you were unaware of the additional add-collect to change your international ticket. Please be advised our Reservations agents and Web site advise fees prior to confirming any...

changes to a ticket, whether it's an exchange or price difference between the original ticket and the new one.As previously communicated by our Refunds department, the appropriate fee and add-collect were processed correctly. Additionally, our records indicate that transportation has already been provided, therefore we are unable to fulfill request. I'm sorry our response could not be more favorable.  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]

Complaint: [redacted]
I am rejecting this response because: I did NOT miss a flight to Newark, I did not ride the bus to the airport. I arrived over an hour early for the actual flight that would take me back to Atlanta airport. After reading the policy and procedures for United Airlines the policy is very vague on issue at hand, therefore, I should have been accommodated. I cannot even talk about my trip without telling people how United Airlines treated me.
Sincerely,
[redacted]

Dear Mr. [redacted]: I realize how disappointing it must've been to miss your connecting flight, an I'm very sorry your travel plans were interrupted. I'll pass along your comments so we can review our policies.  We do our best to accommodate late-arriving customers when we can, but...

we'd like to leave on time for all our passengers. As per our phone conversation, I am sending you and Ms. [redacted] each a travel certificate for future travel, as we want to serve your future travel needs.  These will arrive in a few days on separate email. I am sorry this happened, we'll try harder to meet your expectations. We do appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with United. [redacted]Corporate Customer Carecase [redacted]

Dear Dr. [redacted]   I’m very sorry you didn’t get your preferred seat choice on your recent flight to San Jose.   Let me assure you that United is strongly committed to providing our customers with disabilities the level of attention, respect and care that they deserve. We take our...

obligation to comply with the U.S. Department of Transportation 14 CFR Part 382 of the Air Carrier Access Act (ACAA) very seriously.  Unfortunately, advance seat assignments are subject to change and we cannot always guarantee a specific seat as a condition of travel. We will make every effort to meet our customers’ preferred seat requests. Based on the description of your needs, United was not in violation of the federal regulations concerning passengers with disabilities as you did not meet the criteria specific to an aisle seat assignment.  Since transportation was taken, I'm unable to honor your refund request. However, as a gesture of goodwill I'm sending you an Electronic Travel Certificate. It will arrive via email within a few days.   In the future, if you ever incur difficulties related to disability assistance, when traveling with United Airlines you can request to speak with a Complaint Resolution Official (CRO). Every airport has Complaint Resolution Officials (CRO) who are trained to resolve service issues for customers with special needs. Please ask for a CRO if you have a disability-related concern or need assistance.    You can also contact a CRO at any time by calling our 24/7 Accessibility Desk at (800) 228-2744.More information is available on united.com > Travel information > Special travel needs.    We appreciate this opportunity to address your concerns. Thank you for being a member of our MileagePlus program.    Regards,   [redacted] Marchant Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case: [redacted]    United Airlines is committed to making air travel safe, accessible, and comfortable for our passengers with disabilities. Customers may also contact the U.S. Department of Transportation (DOT). It’s important to note that DOT involvement does not determine nor influence the issuance of personal compensation by an airline.

Dear Ms. [redacted]:Thanks for contacting us through the Revdex.com.  We regret the difficulties with your infant ticket.We have reviewed our records and you previously contacted Customer Care regarding this issue.  Our colleague addressed this issue, requested a refund and...

issued a goodwill gesture under case ID 10654677.We thank you for your business and loyalty.  We’re always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies.Regards,   Joe [redacted] Corporate Customer CareCase 10731322

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,
Peng-wei Chu

Complaint: [redacted]
I am rejecting this response because:"While I can't refund the baggage fees..." is not an acceptable response. Your business accepts credit cards for payment, and so you also have the ability to issue refunds. I paid with credit card and a refund on the credit card is my expected resolution.My experience with United Airlines has been largely negative such that I don't anticipate making use of the voucher. For example on this same trip my party (of 2 people) was split up by the customer service representative, and when I asked for help at the baggage desk the employee said "helping you would be a waste of my time, and I don't like to waste my time". Not a single United employee was willing or even made an attempt to assist me even though they were all standing in front of United computers. This is not the type of treatment I would expect nor I have experienced with your competitors. The resistance to issue a refund for hidden/un-advertised fees does not inspire confidence that United will make a sincere attempt to remedy this situation for future customers, and this is not something I want to experience again.
Sincerely,
Scott [redacted]

Dear Mr. [redacted]: Please accept my apologies for your frustrating and unpleasant travel experience when your flight [redacted] diverted to Scottsbluff, NE due to weather, which caused your misconnection.   Please know the Federal Aviation requires all aircraft to have a specified minimum...

amount of fuel. This amount of fuel allows aircraft to reach the destination airport, continue to an alternative airport, and still a fuel reserve. We carry a safety margin over and above the FAR requirement on each aircraft.  But at times midair weather and possible additional time on the runway can put an added strain to the aircraft fuel, forcing us to refuel.  I hope this information helps you understand our flight operation needs. I have forwarded your refund request to Customer Refund Services for review and consideration. Your request will be viewed and handled to conclusion within 7 days. You can check the status of your refund request on www.united.com/refunds. Your refund request Id number is [redacted] for ticket [redacted]. We appreciate your business as a Premier Platinum member and look forward to welcoming you on board a future United Airlines flight. 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.
Sincerely,
Michael [redacted]

Dear Mr. [redacted]:The Revdex.com has notified United Airlines that you have filed a complaint against us. Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines. I would like to offer you a travel certificate in the amount...

of $300 as a goodwill gesture.Our corporate offices are unable to handle baggage claims. Since, Air India is a Star Alliance Partner; you can submit interim expenses to us at:  http://United.com/claimform, our Baggage Resolution Center will handle the claim. Please include Air India Property Irregularity Report number: [redacted] and an itemized list and cost of each item and receipts. Resolution of claims are taking anywhere between 10-12 weeks to be settled. Our Baggage Resolution Center claims representative will correspond with you via U.S. Postal Service.We appreciate your business.Regards, Lisa [redacted]Corporate Customer CareCase#10679882

Dear Mr. [redacted]:I sincerely apologize for your flight delay March 21, 2016.  It is never our intent to disrupt our passengers travel plans.  Per United flight operations, [redacted] was recorded as 173 minutes delayed.With safety at the core of our business, we do our best to minimize delays as...

we recognize how important it is to you to arrive at your destination on time.  We certainly don't question the great inconvenience flight irregularities cause our customers and the feelings of frustration or anxiety that can arise as a result. United Airlines does not refund used tickets.  Under United Airlines contract of carriage, United Airlines does not offer compensation for any flight delay under 4 hours including missed connecting flights.  Also in the same contract of carriage you will see that United Airlines flight schedules are never guarantee.   In having stated our contract of carriage, I have made an exception and will issue you a $125.00 electronic travel certificate.  The certificate will be sent to your email address within 3-5 business days.  The certificate is valid one year from the date of issue.  The terms and conditions are clearly printed on the certificate and I am certain that you will find the certificate convenient and easy to use. Mr. [redacted], United Airlines does appreciate your business and we look forward to serving you on your next United flight. Regards, Sheila [redacted]Corporate Customer CareCase [redacted]

March 8, 2018 Dear Ms. [redacted]: The Revdex.com has forwarded your correspondence to my attention. I am very sorry for the travel experience you describe and I appreciate you taking the time to let us know things weren’t right.   This is certainly not the service we strive...

to provide to and I can understand how the delay to your begin your vacation would affect your overall travel experience. I realize your time and comfort while traveling is so important; I am so sorry we missed the mark this time. I do see my colleague has replied to you previously regarding your request for reimbursement. Regrettably, we aren’t able to reimburse pre-paid expenses or events at your destination.  I do see you have received an electronic travel certificate as part of our apology. After a thorough review of the events of this travel, I have sent you an additional certificate as a gesture of goodwill. I do hope you will be able to use the certificates soon and enjoy a more positive experience. We thank you for your business and look forward to the continued privilege of serving your travel needs.  Sincerely, Judy [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: Thank you for speaking with me. Once again, please accept my apologies for the difficulties you and your family experienced with your flights to and from San Juan. I can only imagine the frustration with the missed connection, damaged baggage and delay and sincerely apologize for...

the inconvenience and stress this causedAs discussed, please contact the Baggage Resolution Center for assistance with your damaged bag. You may reach them at 1-800-335-2247. Also, to help offset the unexpected costs for your overnight stay on the return, please let me reimburse up to $200 per person for your overnight expenses, including: hotel, meals, and ground transportation. Reply to this email and include copies of the original receipts. After I receive them, I'll have the check processed and sent by mail. Please allow up to 21 business days for delivery. I'll also send the travel certificate for Kiersten and Philip as offered to you and Lisa.  I appreciate you choosing United for your travel. We hope your next trip with us will deliver the experience you deserve.Kind Regards, Marleina [redacted]Corporate Customer Care, United Airlines Case:11548392

Dear Mr. [redacted]:Thank you for contacting United Customer Care again. I'm responding to a complaint forwarded to United Airlines from the Revdex.com.  After further review, we again found that United Airlines complied with all of the applicable regulations per our contract of Carriage at the time of your flight.  We are sorry you were dissatisfied with our response and goodwill gesture.  We have reviewed your request and support our colleague's original correspondence.  While no further consideration for a refund 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.  We believe that the compensation we offer is fair and reasonable and in line with the service you experienced. Our intentions are to offer you a balance of valuable options that are easy to redeem.  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.I apologize for the inconvenience you experienced as a result of irregular operations.  Our schedules can be affected by inclement weather, industry regulations and air traffic.  We generally do not compensate for situations beyond our control; however, we can certainly improve the way we respond in such an event.  I'm very sorry if you misunderstood the information given to you in reference to this incident.  There were no promise or instructions given to you that any out of pocket reimbursements would be approved or authorized.   Regardless, we’re always glad to hear from our MileagePlus members and thank you for your time and patience regarding this matter. Regards, LeMarkus [redacted]Corporate Customer Care ManagerCase: [redacted]