United Airlines

Complaint: [redacted]
I am rejecting this response because: Hello [redacted],As much as I really do appreciate that offer and appreciate the fact that you are trying to make this right, I was out of pocket and highly inconvenienced for this experience. $100 United credit will not even get me a flight. It is useless to me. Please listen to the call recording and see that I was told TWICE that I would be REFUNDED in full. Why would your company not honor your word? Thank you for understanding this.Sincerely,[redacted]    
Sincerely,
[redacted]

Dear Ms. **: Thank you for the concerns that you've [redacted]ed via the Revdex.com.    I sincerely apologize for the confusion and miscommunication on the reissue of your ticket, reservation [redacted]. It certainly wasn't our intent to mislead you and I'm very sorry.   ...

I've verified our record, and it shows that your ticket was exchanged and a refund of $173.60, for the difference in fares, was issued back to your credit card, [redacted], ending in 1015. Please allow up to 10 business days for processing. You should receive a copy of your new ticket which was sent to your email on file.    I'll also make sure to pass along this feedback so we can address the issue. We realize the information we provide helps you make important decisions related to your plans. Our united.com website has a wealth of information and answers to many of your travel questions. If there's ever anything you can't find or may just need a little extra help with, please don't hesitate to reach out to us - we're here for you.   Ms. Li, we appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.   Kind regards,   Leyly [redacted] Corporate Customer Care United Airlines Case: [redacted]

Dear Ms. [redacted]:'m very sorry to hear your checked bag was damaged.  Your luggage is important to you. It's important to us, too. I can understand why you're frustrated. A damage report must be filed at the airport within 24 hours of arrival, so one of our airport agents can visually...

assess the bag. It's important to leave your bag tags attached to your luggage, too. Once our agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction.Regrettably, since you did not provide any travel dates, flight numbers or any other travel information, you will need to contact our Baggage Resolution Center at 1-800-335-2247 for further assistance. If, for any reason, you left the airport without reporting the damage, one of their representatives can assist with further direction. Once again, I apologize for any inconvenience. On behalf of United, we look forward to welcoming you aboard your next flight. Regards,   James [redacted] Corporate Customer CareCase:  11594327

Dear Mr. [redacted]:We appreciate you contacting us through the Revdex.com. We are sorry to hear your disappointment with the handling of your refund request. I have verified our records and see that the refund's were processed on October 12th. You may view and/or confirm the status online...

via: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxYour reference number's are [redacted], and [redacted].  I appreciate you chose us for your travel, and on behalf of United, we look forward to welcoming you aboard your next flight.Regards, Marleina [redacted]Corporate Customer CareCase: [redacted]

March 9, 2016   Dear Ms. [redacted]:   I am responding to your correspondence addressed to the Revdex.com.   We apologize for any confusion surrounding your travel plans that were cancelled after the 24 hour grace period had elapsed. I have contacted my MileagePlus colleagues...

and the 50,000 miles used for the second cancelled travel record, have been placed back in your account. The $200 re-deposit fee has been waived as an exception to our policy.   While we understand your frustration, we are unable to honor your request of compensation for the time it has taken to handle this exception, which has been made as a gesture of goodwill. Thank you for your patience and understanding.   We appreciate your business as a valued member of our MileagePlus program and look forward to seeing you aboard soon.   Regards,   Judith [redacted] Corporate Customer Care Case 10102698

Complaint: [redacted]
I am rejecting this response because:
I mentioned that the booking I have with United (BC3NLF)
doesn’t get me to my final destination of Heraklion, Greece but only gets me to
Athens. While I was still looking at multiple flights that appear to be available
for award travel to my destination, I now know better that this availability is
not real. I decided to follow customer service advice and call United in hopes
that the agent would see true availability and maybe there is a chance that the
flight to my destination is in reality available. I called on 04/26 and asked
the agent about the flight. In return I got the usual – “sorry but this flight seems
to be available for purchase only, not for award miles”. So I asked why this
flight along with others comes up as available in my award search. Usually I
would get an answer that the agent “has no idea” or “seems to be system error
or outdated availability”. But this agent put me on long hold and went
investigating. He came back after a while telling me that he was able to secure
a ticket for me. I asked multiple times if he was sure he has a ticket for me.
I told him that if I lose the booking that I have it would be real unfortunate.
He reassured me he had a ticket. I was on the phone for a long time and had to
go. I told the agent do not proceed if you don’t have a ticket for me. Agent
took down my phone number in case something goes wrong and disconnected. I
logged into my account later that night to see that the original flight was
gone and the new reservation only got me to Paris, connection to Heraklion
failed again. Story for me only gets worse. Calling United again and of course
nothing can be reverted back –my original bookings are no longer available. Got
rebooked from un-preferred airport, earlier flight, bad connection, etc. No one
to blame again and no offer of help.
Sincerely,
Veronica [redacted]

Dear Ms. [redacted]:Please accept my apology for the delay in your bags. The system shows that you were compensated with a $300 travel certificate. For any further assistance, please contact the Baggage Resolution Center at 1[redacted]. Once again, I apologize for any inconvenience.   On behalf...

of United, we appreciate your business and look forward to welcoming you aboard your next flight. We appreciate your business. Regards, [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.
I am going to use the $400 ETC for multiple tickets in the future. Thanks.
Sincerely,
Hamid [redacted]

Dear Mr. [redacted]:  We wanted to let you know that we cancelled the three electronic travel certificates and issued a new travel certificate for the combined value of all three electronic travel certificates as a one-time exception.  You will receive the new electronic travel certificate under separate cover via email within at least five business days. Thank you for allowing us to assist you, Mr. [redacted]. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10837283

Thank you for the concerns that you’ve expressed via the Revdex.com. I regret you were disappointed when your refund request, for confirmation number [redacted], was denied.   I'm sorry to read that you missed your flight [redacted], from San Francisco to Vancouver, on October 3,...

2016 (operated by [redacted] Jet Airlines).     In order to ensure that our customers and their checked baggage make it through the security process and onto the plane on time, airlines have established lobby cut-off times for checked baggage. The cut off times vary by airport. For San Francisco, the cut off time for International flights is minimum of 2 hours and at least 3 hours for passengers with special needs. Unfortunately if you arrived 50 minutes before flight departure, there is not enough time and you will not be allowed to travel. I am sorry for your disappointment   I have contacted [redacted] Jet Airlines have also advised that in cases like yours, they do have a late show fee, of 78.80 CAD to accommodate you on the next available flight; however, I understand that you purchased a ticket on another carrier.   In verifying our records, it shows that you used your return flight segment on United. We appreciate your request for a refund of the unused ticket; however, we do regret being unable to fully meet your specific request to refund your partially used ticket, as this is a non-refundable ticket.   Nonetheless, as a customer service gesture and in appreciation of your business, I will be sending you an electronic travel certificate, good towards a future purchase on a United flight. The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to use. The certificate can be redeemed on united.com. Included will be the PIN to be provided when the certificate is redeemed for use towards future travel. The ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinations.   For more information on our current ticket usage guidelines and check-in times, please visit our Web site: http://www.united.com     We appreciate your business and look forward to welcoming you on board a future United Airlines flight.   Kind regards,   [redacted] [redacted] Corporate Customer Care [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns.  According to our records, your reservations confirmation number is still valid, and the value of the ticket was...

exchanged for a new flight segment  for travel on June 16, 2018.  On the other hand, a ticket exchange occurred for your wife’s reservations confirmation number and Mrs. [redacted]’s round-trip ticket was changed to a one-way ticket for travel from Asheville, North Carolina/Chicago, Illinois on June 21, 2017, and a $200 change fee was assessed for this transaction.   If you have further questions or concerns, please do not hesitate to contact United Reservations at 1-800-UNITED-1.  I hope this information is helpful. Thank you for your patronage as a MileagePlus member, Mr. [redacted].   We look forward to continue serving your and your wife’s travel needs. Sincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care United reference [redacted] Tell us why here...

Dear Ms. [redacted]:  Your correspondence with the Revdex.com has been forwarded to my attention for review.  Please accept my apologies, along with those previously offered by my colleagues, for the flight delay that caused you to miss your connection to San Diego.  Unfortunately in our line of work we do encounter necessary delays in order to ensure the safety of our passengers and crew. We certainly recognize how disruptive this can be to your already busy schedule and do our best to minimize the impact this can have on your travel plans.  I understand that you are also unhappy with the $175.00 travel certificates issued to you. The gesture of goodwill provided was meant to be a more tangible expression of our resolve to do better the next time you travel and we hope you accept it in the spirit in which it was given.   Ms. [redacted], despite the negative experience, your business is important to United. We're committed to meeting your expectations, and we'll do our utmost to make your future contacts with United satisfactory in every respect.   Best regards,    Mary Beth [redacted] Corporate Customer Care  Revdex.com1014760 Case ID: [redacted]

Dear Ms. [redacted]: I am responding to your latest communication sent through the Revdex.com. I have contacted our Refunds Department to review your concern, and they have confirmed they processed your refund earlier today.  If you have any additional questions regarding this refund, you will need to contact them directly. We appreciate this opportunity to respond and look forward to serving you. Regards, Lilia [redacted]Corporate Customer Care 10012267

Te Dear Amelia:      I am responding to your correspondence addressed to the Revdex.com.  Thank you for taking time out of your day to speak with me about your June 21 flight.   Once again, I sincerely apologize for all of the inconveniences you experienced. Please know your feedback has been sent on so we can review our policies and focus on improving your overall experience in the future.   As mentioned during our conversation, I am offering you either an Electronic Travel Certificate or bonus miles into a MileagePlus account. Please take some time to consider these options and reply to this email when you have reached your decision.   We hope to get the chance to regain your confidence and provide the quality service you deserve with United Airlines    Kind regards,   Sarah [redacted] Corporate Customer Care Case [redacted]

Dear Ms. [redacted]:I am responding to your communication submitted to the Revdex.com. I regret the circumstances you have described about your recent travels. We certainly realize how we treat each customer is a critical element of our success. At the foundation of their experience with us is...

our service - it's what leaves a lasting impression of United. What you experienced and how it made you feel, is no more acceptable to us than it is to you. I apologize. I am sensitive to your concerns about your behavior of  our Customer Service representatives and will share them with the management team responsible for our operations in San Francisco for internal review and appropriate action. I also regret that your seat would not recline - I can only imagine your frustration. Your comfort is very important to us and apologize for the inconvenience you were caused. In light of what you experienced, and in the hopes of regaining your confidence and support as an airline, we will be sending you and Mr. [redacted] each a $200 travel certificate. The electronic voucher will be delivered separately to your respective email addresses within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. Also, please forward a copy of your receipt for your new SIM cards; we will reimbursed the cost. As a MileagePlus customer, we consider it a privilege to serve you as your preferred airline and look forward to the opportunity to see you on board again soon. IRegards,Julie [redacted]Corporate Customer CareCase ID: [redacted]

Dear Mr. [redacted]:We are committed to providing excellent customer service and will make every effort to address your issues.However, no specific travel information was provided. Therefore, in order to appropriately respond we will require the following:• Ticket Number • Flight Number(s) • Travel...

Dates• City Pairs Upon receipt of the information we will research this matter and respond to your concerns.Thank you for choosing United.Regards, [redacted] [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Initial Business Response /* (1000, 5, 2015/07/28) */
July 28, 2015
Dear Mr. [redacted]
I am responding to a correspondence received from the Revdex.com.
I regret your luggage was delayed upon arrival in Tel Aviv, Israel on our Star Alliance partner [redacted]. I realize how...

difficult it must have been when you were informed you would not have access to your luggage.
On your behalf, I contacted our Baggage Resolution Center in Houston, TX and requested assistance from our baggage representative. Our representative contacted our baggage representative at Chicago O'Hare airport and was advised your bag was transferred to [redacted] with forwarding information to Tel Aviv. [redacted] advised us your bag was forward to Tel Aviv and delivered to you.

When other airlines are included in your travel arrangements, the final carrier is responsible to respond to issues involving luggage. As this is the industry-wide standard, please contact the final carrier on your itinerary to file your baggage claim. It is recommended to provide the bag tag number, detailed information, along with original receipts, so that they may process your claim.
However, as a gesture of concern, I will send you a $100.00 travel certificate that will arrive to your email address within 72 business hours. It is my hope that you will accept our apology and enjoy using the certificate at some point in the near future.

Mr. [redacted], as a MilegePlus member, we appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards,
Mrs. [redacted]
Corporate Customer Care
United Airlines
Revdex.com Case:[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the $100 voucher is sufficient to cover the expenses I incurred while waiting for the bags

Dear Mr. [redacted]:   Thank you for contacting United Customer Care through the Revdex.com. We apologize for the poor experience and check in issues with your bags.   We are sorry you felt that the situation was not handled properly and contradictory information...

provided. While as a general rule, our airport agents have final say with acceptability and check in cutoff time of baggage, we will forward this issue along with your comments to management for review with our airport staff and also so they are able to see how your travel plans were affected. We apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression created. We certainly are capable of doing a better job than described. Your comments will help us in future policies, procedures and protocols to create an airline receptive to your needs.   While no refund is possible for change fees and club passes, as a gesture of goodwill for your inconvenience and thank you for your continued loyalty and patience, we will provide a travel certificate to offset your unplanned expense, emailed separately within 7 business days, good towards a future United flight.   We thank you for your patience, business and loyalty.     Regards,   Joe [redacted] Corporate Customer Care [redacted]

Dear Mr. [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com. We welcome the opportunity to address the concerns you shared with us. The behavior and attitude you described are not reflective of our commitment to providing our customers the highest level of...

service, and I apologize for the negative impression this situation has created. All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstances. We strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers. Based on your comments, we did not meet our goal nor your expectations. I regret you were not satisfied with the service provided. We work hard to correct problems brought to our attention. Although we cannot provide specific details about the internal investigation, please know we take your concerns very seriously. As a gesture of concern, I will send Ms. [redacted] a travel certificate that will arrive to your email address within 72 business hours. It 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. It is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not met. We appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenience. Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted] Tell us why here...

Dear Mr. [redacted]: I'd really like to help you but I’m missing some details I need to review your request.   Try to provide as much of the following information as you can, along with a brief summary of your request.   Passenger name(s): Frequent flyer number (if available): ...

Flight Number: Flight Date: Ticket Numbers (13 digits beginning with 016): Confirmation number: Approximate Departure Time: Flight from: Flight to:    You can find this information on your receipt. I'll be happy to respond once I review the information you provide. Regards, Lisa [redacted]Corporate Customer CareCase# 1158996    I appreciate you chose United for your travel and welcome the opportunity to assist you.