United Airlines

Dear Ms. [redacted]:
I have received your communication via the Revdex.com. ( Revdex.com) .
Please know in reviewing this request, I do note this ticket was refunded on August 12, 2015, to the credit card ending # [redacted]. This is refund file: [redacted]
At this time no...

additional refund is due. You may wish to check with the issuing credit card company if this was received.
My apology for any confusion.
Regards,
[redacted] Corporate Customer Care
Case 9806006

Dear Mrs. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear you were not advised of the Visa requirement for your mother-in-law when she traveled on October 13, 2017.  I also understand your disappointment that you are being...

charged $75.00 per person to redeposit the miles.  This is not the service you or your family expect or deserve from United and I apologize.I have requested that the miles are re-deposited into your MileagePlus account and the fee's will be waived. I have also requested a refund for the ticketing fee's that were collected for the original tickets. The credit card used should be updated within ten days.  Also, your MileagePlus account should be updated by that time as well.Thank you for your patience on this matter and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Initial Business Response /* (1000, 5, 2015/09/30) */
Dear Mr. [redacted]

I am responding to your complaint filed with the Revdex.com.

We are sorry for the inconvenience you have experienced.

I have located the email which you sent to us which provided a little more...

information about your experience. Our records indicate you booked travel on united.com for 2 passengers ** go to Nepal. After booking the itinerary you received a confirmation code. However, no ticket numbers were generated.

When an itinerary includes certain carriers, such as Dragon Air, the itinerary is sent to the other carrier requesting authorization to issue a ticket at the quoted rate for their portion of the itinerary. This process can take anywhere from 12 to 72 hours depending on the carrier. Once the other airline confirms the space is available, the ticket is then issued and you receive a new email with the ticket numbers. In the meantime, the confirmation code that you receive is strictly to hold the itinerary. At the time of booking, a message is disclosed which advises you there is a delay in the ticketing because the itinerary includes another carrier. I regret you missed the notification.

In addition, I see you have already spoken with one of our Reservation Experts who reached out to our Rate Desk to research pricing options. I am disappointed to see we were not able to offer you the fare you have requested. If we don't receive authorization from the other carrier we cannot sell a ticket for their flight.

Therefore, I am sorry we cannot offer you the resolution you are seeking. However, as a goodwill gesture, I have issued (2) $100.00 Electronic Travel certificates. These certificates are valid for all United/United Express flights and are valid for 1 year. You will receive the certificates in a separate email within 72 hours.

Mr. [redacted] we hope to have your continued business and support. It is a pleasure to serve you.


Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received your offer of 200.00 dollars but I cannot accepts something that low. The cost is much higher to fly there. I want to fly with united. It her the voucher price must be raised or at least give me the Hong Kong leg of the flight for the paid flight.
Final Business Response /* (4000, 9, 2015/10/09) */
Dear Mr. [redacted]
I am responding to your complaint filed with the Revdex.com.
We regret you're dissatisfied with our previous response.

You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision. The certificates we offered were not intended to cover the cost of a flight. It was offered strictly as a goodwill gesture. Despite our best efforts we are not able to provide you with the resolution you are seeking. I am sorry.
Mr. [redacted] despite the negative experience, we hope to have your continued business and support. We realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again.

Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX

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]

September 28, 2016Dear Mr. [redacted]:The Revdex.com has forwarded your correspondence to the attention of United Airlines.I apologize for any possible conflicting information you may have received regarding our nonrefundable ticket policies. I have reviewed your travel plan and note that...

the schedule change, although it did change your itinerary, allowed for a slight change in arrival time. Due to the nature of your explanation explaining your circumstances, I have submitted your tickets, once more, to our Refunds department requesting a refund of the full price of the tickets. I ask for your patience and please allow up to 14 business days for processing.We appreciate your business as a MileagePlus member and hope to have the privilege of serving your future travel needs.Sincerely,Judith [redacted]Corporate Customer CareCase 10999264

March 16, 2016 Dear Mr. Michael [redacted]: I am responding to a correspondence received from the Revdex.com. I regret the circumstances described in your letter. I’m sorry to hear that your parents, Mr. & Mrs. John [redacted] were downgraded from our First class cabin and are schedule to...

travel in economy class on July 09, 2016.   Please be assured that it is never our intention to inconvenience our valued customers. Operational issues can require an aircraft substitution that may result in a different first class configuration. Regrettably, these circumstances can require that we change the original seat assignments and we sincerely apologize for any inconvenience this change is causing your parents. Additionally, I regret your disappointment with the various options that were offered by our Reservations Representative and the inability to accept the suggestion that were offered; since, they are unsuitable for your parents. I truly am sorry for the negative outcome this experience has made on your carefully-arranged travel plans. While I can appreciate your request to refund the fare difference between first and economy purchased tickets; unfortunately, we do not provide a refund when transportation has not been provided. However, once your parents complete their travel the most effective way to request a refund is via united.com/refunds. It’s simple! Use the online form and provide the ticket number and last name on the ticket. The online form will ensure the most prompt reply.   Additionally, you can submit your request via fax or mail. These requests need to include: United Airlines ticket number Name of the customer on the ticket Flight information (flight number, date of travel and departure city) In addition, please state the nature of your request and contact information   Fax: 1-872-825-9364   Mail: United Airlines Customer Refund Services P.O. Box 4607, Dept. HQJRF Houston, TX 77253-3046 Mr. [redacted], while I realize that the application of our policies and guidelines has not provided you with your preferred outcome, your disappointment is nonetheless understood. Please be assured that we appreciate your business and support. We look forward to welcoming your parents onboard United Airlines on July 7-9, 2016. Regards, Mrs. Elizabeth [redacted] Corporate Customer Care United Airlines UAL: 10127996 Revdex.com: 11237145

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 that was submitted to the Revdex.com.Please allow me to add my apologies to those already extended by my colleague, Ms. [redacted] for the disruption in your travel plans on February 21, 2017.We certainly understand the added travel time...

and expenses that can be incurred during irregular operations and regret any inconvenience it may create for our passengers. Our Customer Service representatives are expected to do all possible to minimize the impact. For flight delays or cancellations that are within our control, meal vouchers may  be offered but they are intended to help offset some the cost, not cover the entire expense.It may be also helpful to know that goodwill offerings are not intended to replace your inconveniences dollar-for-dollar; it is a simple gesture to show our concern. All things considered, we do support Ms. [redacted] offering, however, in an effort to try and bring this matter to amiable conclusion, we will increase the value of the certificate to $250. The original voucher ($150) will be voided and the new one will be sent via email ([email protected])within the next 3 business days. We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

We sincerely apologize for the flight disruptions Ms.  [redacted] and Mr. [redacted] experienced while travelling to Manchester, NH.  Once their flight cancelled, our agents re-booked them on the next available flight, the following day and provided lodging accommodations.  In order to...

get them to their destination on August 22, 2017, a portion of their itinerary had to be operated by American Airlines.  We realize they were disappointed with the flight and hotel accommodations.  As an apology, we offered each passenger a $100.00 Electronic Travel Certificate. We reviewed the circumstances surrounding their flight delay and reached out to offer additional compensation as an apology for the inconvenience.  Mechanical issues caused the flight to be cancelled.  We're diligent in maintaining a proactive maintenance schedule and sincerely regret this flight interruption. Keeping our passenger's safety as our main priority, we'll always do what we can to get you to your destination as quickly as possible. It's our desire to get passengers to their destination as scheduled, on every flight. Unfortunately, there are instances when maintenance, crew or other unforeseen issues occur and must be resolved before the flight can depart. While we are unable to offer a refund, since the tickets have been used.  We have offered a $100.00 [redacted] gift card per passenger and an additional $150.00 Electronic Travel Certificate.  In total, we have offered each passenger $250.00 in Electronic Travel Certificates and $100.00 cash in the form of a [redacted] gift card.Kind Regards

Initial Business Response /* (1000, 5, 2015/08/18) */
August 18, 2015
Dear Ms.[redacted]:
We are sorry to hear of your complaint filed with the Revdex.com regarding your reservation for travel from Chicago to Norfolk on our United Express partner, [redacted] Airlines.
We regret to...

learn that the reservation, which was made via an online booking service Orbitz, was accidentally made in your name instead of your mother's name.
We have taken the liberty to contact our Customer Refund Service department. They have informed us that your refund request remains open as it is currently awaiting review by a Customer Refund Service Representative. Once your email correspondence is reviewed and concluded, they will notify you via email. Meanwhile, your patience in waiting for their response is very much appreciated.
Ms.[redacted], as a MileagePlus member we sincerely appreciate you and your mother's business. We look forward to welcoming your mother on board her upcoming trip.
Sincerely,

[redacted]
United Airlines Corporate Customer Care
Ref # XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today the refund department advised they can't refund the ticket. Again, it was identified at 36h after purchase the name on the ticket was incorrect. Had it been identified within 24h it would've been refunded. As someone who books travel for 5 people, not seeing the area to upset traveler on a mobile phone was a simple mistake & should be refunded. At this point they expect a long time customer to use the $252 towards a future travel, pay the difference puls the change fee approximately $200. That is rediculous! I can get another one way flight for $1XX-XXX where as what they're asking would cost me a minimum of $452 for a rescheduled flight that was never to be under my name. That is not acceptable as a customer for over 16years.
Final Business Response /* (4000, 9, 2015/08/26) */
August 26, 2015
Dear Ms.[redacted]:
We are sorry for your continued disappointment considering you have submitted an additional correspondence to the Revdex.com.
Your dissatisfaction with the terms and conditions of your non-refundable ticket is understood considering you noted your refund request was denied.
After reviewing your situation, we have decided to make an exception to our policy. Therefore, we have authorized to waive the change fee on your ticket number XXXXXXXXXXXXXX and allow you to use the full value of your ticket towards a new same name ticket purchase. However, if the new fare is higher you would be subject to pay the difference. As a United ticket is valid one year from the date of issue, it must be exchanged within this one year validity period. When you are ready to make new travel arrangements we would need to respectfully refer you to contact one of our Reservation Specialists at 800-UNITED-X (X-XXX-XXX-XXXX) and provide your ticket number XXXXXXXXXXXXXX and confirmation number [redacted].
Ms.[redacted], we appreciate you bringing your concerns to our attention and for choosing United for your travels.
Sincerely,

[redacted]
United Airlines Corporate Customer Care
Ref # XXXXXXX

Dear Mr. [redacted]:I will send a copy of the certificate to your email.The refund was processed on July 30, 2017 to credit card ending in xxx3174.Regards,Christina [redacted]

Dear Mr. [redacted]:I regret that you are disappointed with United Airlines ticketing policy.When you purchase a non-refundable ticket and have to make any changes to the ticket, you would be responsible for a change fee as well as any fare difference that you might have when reissuing the ticket. ...

United Airlines does not refund non-refundable tickets.  If your plans change and you no longer going to travel on the flights that you have purchased, you would contact United Airlines reservations, they will cancel the flights and advise you that the ticket is valid one year from the date of issue.  You have one year to reissue the ticket.  At the time that you reissue the ticket, you again would pay the change fee and fare difference there might be.If you would like to me retrieve the ticket, please send me the ticket number or confirmation number.Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Mr.  [redacted]:   We received your letter from the Revdex.com regarding your recent trip with us. I am very sorry to learn of your unpleasant flight experience when you traveled with us on June 21, 2017; and apologize for your disappointment in our First Class seat. ...

The comfort of our passengers is our priority.  Based on the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines.    Respectfully, I regret your refund request has been declined as your ticket was used and upgrade on-board UA910.  However I do realize your flight experience was disappointing, and as a gesture of goodwill, I will send you an Electronic Travel Certificate ($300) for you to utilize towards your next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.   We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. Often customers have a large part in affecting decisions to revise policy changes.  We realize that you have a choice of carriers; however we would like to continue our business relationship with you.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.   As a Star Alliance 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 – [redacted]

Complaint: 11602672
I am rejecting this response because once again this is a typical reiteration and standard response this representative is authorized to give and clearly she does not hold any actual authority beyond this standard response. I do not believe in a "large international corporation" whose headquarters is in Illinois that a physical person from corporate is not able to pick up the phone and make a call or that a supervisor who speaks English as a first language is unable to pick up the phone and make a call addressing these concerns except United filters these complaints to lower level reps so they can get washed to the wayside. Again repeatedly telling us to file a claim with the very people who could not locate our bag even after we made it clear where in Houston it was based on the voicemail United left was not going to happen. And again if your large international corporation explain why ALL the calls to baggage resolution go to India and no where else? So repeat yourself all you want, we will continue to reject your responses until someone with authority decides to pick up the phone and address this matter personally which the Revdex.com supports and only you or your supervisor does not. Your company needs to be held accountable and make it right, instead your making the matter worse and more infuriating by repeating yourself and not accomplishing anything. I guarantee if you put a call into corporate they will be happy to follow through on your behalf. 
Sincerely,[redacted] & [redacted]

Dear Ms. [redacted]:Your correspondence with the Revdex.com has been forwarded to my attention for review.  Please accept my apologies for the disappointment you have expresed regarding the refund request for $200.00.  I have copied our response from our Refunds & Accounting...

department below.   Best regards, [redacted]Corporate Customer CareCase ID: [redacted]Revdex.com[redacted] October 12, 2016PASSENGER: [redacted]/[redacted]TICKET(S): [redacted]REQUEST ID: [redacted]Dear [redacted]:United Refunds has received your request for refund of the above referenced ticket. The fare which you purchased allows a passenger to transfer the value of the original ticket to a new ticket for the applicable service fee. The service fee is charged for each ticket changed. A customer may have many reasons for needing to change their ticket: a new travel date, a different flight, a new destination, or a lower fare category on his or her ticketed flight. The service fee is charged whenever a customer exercises their privilege to make any change. Since a change did occur, we are unable to process a refund. Please be assured that United Airlines values your business and we look forward to serving you again in the future.Sincerely,United RefundsCheck Refund Status[redacted]

Dear Ms. [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.   I appreciate you chose United for your travel and welcome the opportunity to assist you. Regards, [redacted]Corporate Customer CareCase# [redacted]

March 22, 2018 Dear Ms. [redacted]: The Revdex.com has forwarded your correspondence to the attention of United Airlines. I understand you feel the service received during your travel scheduled to depart on February 28 was disappointing, at best.   I can see how this flight...

cancellation resulting from extreme weather conditions has affected your travel. We do understand there was added time time and expense, however, as my colleage has previously stated, we don’t’ cover additional expenses in weather situations. These are uncontrollable situations.   That being said, you have told us that our representative advised costs would be reimbursed. Regrettably, as this is not our policy and we have no documentation to support that information, we aren’t able to honor your request. After thoroughly reviewing your comments, I would like to make this right as best we can. I have sent each of you an additional travel certificate to help offset the costs, The certificates may be used separately or combined and do retain residual value.   It is never our intent to disappoint our customers and I’m sorry for what you experienced. We appreciate you taking the time to share your feedback and allowing us the opportunity to apologize.   Ms. [redacted], we thank you for your loyalty as a MileagePlus member and hope we see you aboard soon.   Sincerely,   Judy [redacted] Corporate Customer Care Case [redacted]

Tell us why here... 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 with the processing of the refund for the change fees for your and Mr. [redacted]...

tickets (Refund Request Numbers [redacted] and [redacted]). Our records reflect that United Refunds reached out to you via email today, April 7, 2017, and advised you that the refunds were approved and processed in the amount of $200 per ticket.  We do hope this information helps to provide clarification.  If you need to check on the status of these refund inquiries, please follow up with United Refunds via www.united.com/refunds.     Thank you for your business, Ms. [redacted].  We look forward to continue serving your travel needs.Sincerely,[redacted]Corporate Customer CareUnited Airlines Case 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10930739, and find that this resolution is satisfactory to me.
Sincerely,
Melinda [redacted]