United Airlines

Dear Ms***: The Revdex.com has forwarded your comments to me for a responseI appreciate the additional opportunity to respond I'm sorry that you continue to be disappointed with United despite our efforts to make amendsPlease note that United Flight from Dallas Fort Worth to Newark on April 11, 2017, was delayed due to air traffic controlAlthough weather and air traffic control are beyond United's control, you were issued a $travel certificate as goodwillWhile I understand you don't feel it's meaningful given the circumstances your experienced, I hope that you will use it and fly with us again 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 againPlease accept my apology and allow us that opportunity Best Regards, [redacted] Corporate Customer Care Case: [redacted] Tell us why here

Dear Ms [redacted] : I am sorry if there was confusion about the refund of your ticket When you purchase your ticket you are eligible for a refund within hours of the original purchase; however since you purchase the ticket on April then made a change on April 23rd then you would not be eligible for a refundI am sorry for any misunderstanding of the 24hour refund policyI have included a link to the policy below: https://www.united.com/web/en-us/content/reservations/refunds/24-hour-booking-po...⇄ I am sorry we respectfully decline your request for a refund as your ticket is non-refundableWith that said, as a gesture of goodwill I will refund the $change fee as a gesture of goodwill We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Bond Corporate Customer Care [redacted] Tell us why here

December 30, 2015Dear Mr**:We are sorry to hear of your complaint filed with the Revdex.com regarding your reservation which was scheduled for travel from Indianapolis to Charlotte on United and United Express.United offers a competitive mix of fares designed to meet the various needs of our business and leisure customers These fares range from deeply discounted fares favored by leisure travelers to unrestricted fares bearing few, if any, restrictions Less expensive fares typically have more restrictions and less flexibility While we encourage our customers to make any needed itinerary or ticket changes, there may be additional costs entailed in changing a ticket such as service charges and any difference in fare Per our fare rule policy, when changing an outbound flight(s) on a round-trip ticket your entire ticket would have to be re-priced using current day fares Most airlines, like United, as a general rule do not waive applicable change fees However, as you noted we did make an exception to waive the change fee But regrettably, we are unable to honor your request to waive the difference in fare Mr**, we sincerely appreciate your business and look forward to welcoming you on board your return flight.We wish you and your family a Happy Holiday Season.Sincerely, Judy [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Ms [redacted] :I am responding to your communication filed with the Revdex.com.I'm sorry for the circumstance you have described about your travel experienced on April 13, We certainly recognize how disruptive flight irregularities can be to your schedule and regret the inconvenience you and your family were causedI also understand how frustrating it must have been to arrive at your connecting gate and be informed that the flight had been closedIt may be helpful to know that effort to try to maintain an on-time schedule and accommodate standby customers, our airport staff will release any unclaimed seats minutes before the flights scheduled departure time (minutes for international)Depending on the flight departure status, our gate agents may be able to get customers on board (including connecting passengers) at the last minuteIf not, they will help make alternate arrangements on another flightOur goal is to provide excellent service to all of our customers, and we hope that you understand our policies and procedures are intended to help fulfill this objectiveStill, there is never an excuse for rudeness and apologize for negative impression that created on the part of our Customer Service representatives.Ms [redacted] , we certainly recognize the importance of customer satisfaction in this highly competitive industry and are aware of the impact a negative experience can haveAs a tangible expression of our concern and in the hopes of regaining your confidence and support as an airline, we will be sending you and Mr [redacted] each a $travel certificateThe electronic vouchers will be delivered separately via email ( [redacted] @yahoo.com) within the next business days We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie [redacted] Corporate Customer CareCase ID [redacted]

Complaint: [redacted] I am rejecting this response because: I no longer have the original form of payment or live at that address Sincerely, Stasha ***

Dear Ms***:I understand that you were booked on United Express Flight [redacted] on November 21, Our records indicate the flight was delayed due to crew/weatherWe certainly recognize how disruptive irregular operations can be to your already busy schedule and regret the inconvenience you and Mr [redacted] were causedTo clarify our policies and procedures during irregular operationsWhen a flight has been cancelled or experiences a lengthy delay, we will rebook our customers onto the next available flight, sometimes the wait can be longer than expectedIf the protection offered is unacceptable, our customers can go standby on an alternate flight to see if space becomes available due to last minute passenger cancellations, travel from/to an alternate airport at no additional charge or a request a refundWe do not however absorb the cost of the out-of-pocket expenses that can be incurredMs***, I''m very sorry that the flight options available at the time were not more conducive to your needsAlthough we are unable to provide you with the generosity you have requested, we will send each of you a $travel certificate as a gesture of goodwillThe electronic vouchers will be delivered separately via email within the next business days and can be redeemed by the persons of your choosing on any United/United Express operated flightI truly hope your next trip with us provides the seamless customer experience you deserve.We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] ***Corporate Customer CareCASE ID: [redacted]

Dear Mr [redacted] : The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on November 10, I'm sorry your seat assignments were different from what you originally bookedI can understand how getting your choice is very importantIt wasn't our intention to upset you with the changeI'll make sure to pass your feedback alongWhile we do our best to work with everyone's preferences, we're unable to guarantee seat assignments as our operation continually changesWe're listening to our passengers more than ever and will continue to work hard to be your airline of choiceI hope your next trip goes smootherOnce again, I'm sorry for any confusion with your seats Also, I want to apologize for the poor service you described by our airport staffWhat you experienced, and how it made you feel, is no more acceptable to us than it is to youRest assured, we take your comments seriously and we'll be following up internallyAn apology won't change what happened, but I want you to know we'll address itWe are unable to honor your request for free tickets or partial refunds However, in addition to my apology, I'll send you and [redacted] Electronic Travel Certificate to encourage you to fly with us againWe want to build a trusting relationship with you so we can be proud of genuinely earning your business, and I know we're capable of doing thatYou'll receive the certificates via email in a few days On behalf of United, we look forward to welcoming you aboard soon Regards, Candance [redacted] Corporate Customer Care United Airlines Case [redacted]

Dear Mrs***: I'm so disappointed to learn about our employee's actions Please accept my apologyYou should always have a positive experience with UnitedFrom what I read in your email, we have room to improveI'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 flightOnce again, I'm sorry for any inconvenience I regret that you did not get the seat you reserved on your recent flight, and sincerely apologize for any inconvenience this may have caused you We do our best to accommodate individual seat requests, but unfortunately, due to potential operational changes, we are not able to guarantee seat assignmentsAdvance seat assignments are offered as a courtesy to our customers, and we hope to be able to do so for you in the future You may find this information on our website at www.united.com in the contract of carriage Rule subsection D Your email clearly expresses your disappointment in your recent travel experience, and I would like to extend a sincere apology for any negative impression that may have been created I appreciate your business and loyaltyWe look forward to a future opportunity to provide the service you deserve on United Regards, [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Miss ***:I am responding to your correspondence filed with the Revdex.com regarding your November travel.I apologize for the inconvenience you experienced when our published schedule changed and you received no notificationI realize how frustrating this must have beenAlthough we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences When youbook through a travel agent ( [redacted] ) they are responsible for notification of a schedule change.Let me assure you that our focus is to provide our customers with the best service experience possibleI'm sorry for the added challengesyou encountered when your connecting flight cancelled In addition to the $electronic travel certificate, we’ll send you a $ [redacted] gift card You should receive the gift card via mail in business days We appreciate your loyalty and know, as MileagePlus member, it’s the experience of flying United that matters most.Miss ***, we look forward to offering you a better experience the next time you fly with us.Kind Regards,Laura [redacted] Corporate Customer CareCase 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, Teondra ***

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, Timothy [redacted]

Dear [redacted] : Thank you for your replyIt appears a refund request in the amount of $has been submittedPlease allow 7-business days for processingRegards Gail ***Corporate Customer Care [redacted]

Dear Mr***:Please aceept our apology that your reservation for [redacted] was not cancelled per your requestI contacted reservations and I authorized that you be refunded but the reservation was cancelled so there is no refund due.You may want to contact your credit card company to see if the hold went back to your credit card.We appreciate your business.Regards,Lisa [redacted] Corporate Customer CareCase#

Complaint: [redacted] I am rejecting this response because at this time I'm unsure if United will reimburse my son's expenses in clothing and toiletries due to the luggage not appropriately delivered to himThis isn't clear in United's response, and we (my daughter) already had the experience of calling United about sending the luggage to Jordan and being held on the phone for hours, sending her to talk to Air France for no reason, and then telling her the second time that United couldn't do it after all as mentioned before, I need a written statement from United statement saying that United will cover Daniel [redacted] 's expenses in clothing and toiletries during his stay at Jordan over the weeks he is been there for a adept of State programHe will be back on August 5, and we'll be sending the receipts immediatelyOnce I get that assurance that United will cover this, Inwill accept the resolution Sincerely, Adriana [redacted] - [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Dear Ms [redacted] : Thank you for contacting United Customer Care through the Revdex.com We appreciate your valuable feedback regarding your recent flight experience and concerns regarding the changes in scheduleWe understand how frustrating it may be when carefully made plans are changed or interrupted and we are sorry you felt the revised schedule did not meet your travel needsWe implement schedule modifications for a number of reasons, including the need to adjust to market and seasonal demandsAlthough we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences While we empathize with your request no refund of your miles is possible because transportation was provided and travel completed in the forward cabinAlso, United policy does not reimburse for inconvenience, loss of time or absorb the cost of independently booked or unused prepaid hotel accommodations, special events or ground transportationHowever, as a gesture of goodwill for your delays and thank you for your continued loyalty and patience, we will provide an additional travel certificate, emailed separately within business days, good towards a future United flight Regardless, we will forward this issue along with your comments to management so they are able to see how your travel plans were affectedWe apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression createdWe certainly are capable of doing a better job than describedYour comments will help us in future policies, procedures and protocols to create an airline receptive to your needs We thank you for your time and patience as a loyal MileagePlus memberWe hope to see you on a future United flight Regards, Joe [redacted] Corporate Customer Care Case ID

Dear Ms [redacted] :I am responding to the correspondence you forwarded to the Revdex.com I just heard back from our Baggage Desk manager about your inquiryThe $ [redacted] delayed bag policy was implemented on flights on or after June 01, 2017, and your bag was delayed on May 29, You can find all of the changes we have made on hub.united.com, and the new and improved baggage policy is below: United will eliminate the red tape on lost bags.United will adopt a new no-questions-asked policy on permanently lost bagsIn these instances, United will pay a customer $ [redacted] for the value of the bag and its contentsFor claims or reimbursement over [redacted] , additional documentation may be requiredThis process is expected to be in place in JuneHowever, as a goodwill gesture I have issued you a $ [redacted] electronic travel certificate that will be emailed to you in a few days Our Baggage Desk did receive your claim form on June 06, for the out of pocket expenses you incurred, and you should receive a response from them shortlyI am truly sorry your bag was delayed for so many days and your disappointment is understandable.Thank you for your patience on this matter and have a nice day.Regards, [redacted] ***Corporate Customer CareCase:

Dear Mr [redacted] :The Revdex.com has forwarded your correspondence to my attention.Your email clearly expresses your disappointment and I would like to extend my sincere apology for any negative impression that may have been createdOccasionally, unforeseen circumstances will cause an interruption of our published scheduleWe strive to operate each flight as planned and regret when necessary delays or cancellations create an inconvenience to our customersOur ground staff works diligently to ensure each flight departs as close to schedule as possible while keeping your safety a top priorityWhile some of the delays that you experienced were weather related, one of the delays was due to mechanical reasons It was never our intent to inconvenience you in anyway.I certainly understand the frustration of needing to get your baggage since you are no longer taking the flight, only to be told that your name is not on the list of bags to pull causing a further delay I went through the same experience a couple of weeks ago The behavior you described is not reflective of our commitment to providing our customers the highest level of service When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional serviceThere is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our Airport Representative with the Baggage Department.As a gesture of goodwill, I am sendng you an electronic travel certificate that can be applied towards a future flight with United Airlines which you will receive in a separate email within the next 3-business days.We appreciate when customers take the time to share comments and suggestionsFeedback like yours presents opportunities to improve or enhance our products and servicesRest assured that we want to do everything we can to ensure that your travel needs are metWe understand air travel isn’t always easy, which is why we continually focus on improving our products and services.As a MileagePlus member, you have made a significant contribution to our airline, and I want to thank you for your business and continued loyaltyWe look forward to serving you in the near future and I am confident we will continue to work hard and earn a better report on your next flightRegards,Melinda [redacted] Corporate Customer CareCase [redacted]

Dear Ms***: We have received correspondence from the Revdex.com and we welcome the opportunity to address your concerns.I’m sorry for the inconvenience you and your father experienced on October 17, Star Alliance provides customers seamless travel options to countries across the worldThe member airlines are linked with special software that permits through check-in, luggage transfers and boarding passes You should be able to count on us for reliable transportation, and we let you down this timeAlthough I can’t c***ge the event that caused the flight interruption, and your father's Chinese passport requirements, I would like the opportunity to make things right with you and regain your trustTo help make amends, I am sending both of you a $electronic travel certificate that can be used toward another United or United Express ticketYou can expect delivery via email within 3-business daysMs***, we appreciate your business and we look forward to another opportunity to deliver the experience that you deserveT***k you for flying the friendly skiesRegards,Valerie [redacted] Corporate Customer CareCase

Dear Mr [redacted] : I'm sorry your flight was affected by an Air Traffic Control (ATC) delayYour time is valuable, and we wish we could've gotten you to your destination soonerTo control traffic flow during irregular operations, ATC will regulate more space between aircraft or even instruct airlines to cancel a percentage of flightsThis is a difficult situation for all involved, and we will work to provide a better recovery process to serve you better When a flight interruption is beyond our control we usually don't offer any reimbursement for out of pocket expenses; however, I want to help make things rightI'm sending a [redacted] gift card to cover half of your expenses, which will arrive via US Postal Mail within a business days Regards, Markeia [redacted] Corporate Customer Care 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 mostly satisfactory to meI accept the voucher, but I would like it on record that compensation was never mentioned at all at the airport Specifically, no United staff at the airport said that if we wait for our baggage, we waive our rights to compensationThe lack of communication is appalling and is simply another reason why I will actively avoid United in the future (I actually booked this particular flight on [redacted] and was very upset to learn after the fact that the flight would actually be operated by UnitedThis is not the first time I have had major issues with United.)I am additionally upset by the fact that I had to report this incident to both the Revdex.com and the Department of Transportation before receiving any compensation for my wasted timeThis matter should have been resolved with customer service the *first [redacted] time I brought it up Sincerely, Joanne [redacted]