United Airlines

Dear Mr. [redacted]: I am sorry for the damage to your bag on your recent travel with us.  I completely understand your position in not wanting to drive back to the airport. I will be happy to send you an electronic travel certificate for $250 to offset the value of the luggage and for the...

inconvenience. The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines.  Please allow 3-5 business days for delivery on a separate cover to your email. I hope you find this a amicable resolution and recognize our genuine regret. We look forward to an opportunity to leave you with a positive experience. Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID 10915631

Dear [redacted]: We received your letter through the Revdex.com, with reference to case [redacted]. I would like to extend my personal apology for any negative impact to your schedule due to the delay of your luggage; your frustration is certainly understandable.   While we...

are unable to provide for your personal ground transportation or refund used travel, we empathize with the circumstances. As a goodwill gesture, please accept a $250 electronic travel certificate to help offset your cab cost and for the inconvenience.    The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines.  Please allow two business days for delivery on a separate cover to your email.   As a MileagePlus member, we hold your loyalty in high regard. Thank you for making us aware of the situation and for the opportunity to assist you. I hope that our next opportunity to serve you will earn a more favorable review.   Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Ms. [redacted]: I am responding to your communication submitted to the Revdex.com. Please know that your confirmation number ([redacted]) was thoroughly documented by Customer Care on June 1, 2017 authorizing an exception to waive the $200 reissue fee. Our Reservations department should not have collected the fee and I truly apologize for the oversight. Given the error and the 30 day grace period on the travel certificate, we will submit a refund request to our Accounting department for $75. Please allow approximately 10 business days for processing. To check on the status of your refund, go to united.com/refunds; the tracking number is [redacted]. Additionally, as token of our concern for the service failure you experienced, we will also be sending you a $100USD travel certificate. The electronic voucher will be delivered separately via email ([redacted][email protected]) within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. As always, 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: 114[redacted]
I am rejecting this response because:The Business has requested more informationFile Reference # LHR[redacted]Case # 691[redacted]Mileage # JKT[redacted]Please let me know if you need any further information
Sincerely,
Philip De [redacted]

Dear Mr. [redacted]:   The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the damage to your baggage.   It's never our intention for this to happen to any customer, especially you. We value you and your...

property and I know this wasn't how you planned to spend your time away from home and I'm sorry this happened.   Unfortunately, our Baggage Resolution Center (BRC) handles all baggage related concerns and they'll be happy to assist. You can resubmit your concerns via the link, http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx, or contact them via phone 1-800-335-2247.   Although, I am unable to fulfil your refund request or override Baggage Resolutions claim status, I will be happy to issue you a $50.00 Visa gift card to assist with the purchase of new baggage.   We appreciate you traveling with us and hope to see you on a future United Airlines.     Regards,   Shandai [redacted] Corporate Customer Care Case:[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,
Olubukola [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]

Dear Mr. [redacted]I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear there was no WI-FI offered onboard your flight on March 15, 2017 and I understand your frustration.  I also understand your disappointment that your flight was delayed, and...

you missed your connecting flight to Hawaii.  I realize you did not receive the help you expected or deserved at the [redacted] Airport, or onboard your flight during this stressful time. I am truly sorry you were delayed overnight, and you missed the first day of your Hawaii festivities.As a goodwill gesture I have issued you a $500.00 electronic travel certificate that will be emailed to you in a few days.  Thank you for being a Premier Silver member with us and have a nice day.Regards, [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:   I regret we did not get you to your destination as originally scheduled and for your unpleasant experience. I am also sorry we were unable to provide you with the requested information about your refund inquiry. We realize communication is essential and...

based on your comments; clearly we could have done a better job.   Unfortunately, all refunds are directed to our Refunds department for review and handling. Our Refunds department must review the breakdown of the fare and taxes charged to determine how much should be refunded. We recommend that our airport representatives refer you to Refunds as we do not want to provide you with an incorrect dollar amount if due.   Although, I am unable to fulfill your ticket refund request, I have refunded the Economy Plus fee. Your reference number is 21766341/21766342. If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx. I hope this takes care of your concern with the ticket.   I know your time is valuable and understand your disappointment. We want to continue serving your travel needs, so I’m sending each of you an Electronic Travel Certificate that will arrive separately within five business days.   I appreciate that you chose United for your travel and hope your next trip with us will deliver the experience you deserve.   Regards,   [redacted] Corporate Customer Care Case:[redacted]

Dear Mr. [redacted]: I emailed reservation and documented the reservation to let them know to waive the change fee and see if the member can use the fare difference if there is a add collect...the member will have to contact reservation.....to see what the issue will be with the registry money and if it can be used if there is a difference in the fee, but I did authorize it be allowed if the policy permits.Regards,Lisa [redacted]Corporate Customer CareCase# [redacted]

Dear Mr. **:I am responding to your communication submitted to the Revdex.com.To clarify, claim forms for delayed or damaged bags are reviewed by our Baggage Resolution Center. As previously communicated, claims forms are worked in the order in which they are received which usually takes 6-8 weeks. Once a claim has been reviewed and processed, customers are notified via email and/or U.S. Mail.  Mr. **, I do understand your frustration, however, please be advised that Customer Care does not have the ability to override or circumvent the baggage claim process. If you have additional questions or concerns about your claim, we kindly ask that you contact the Baggage Resolution Center at 1-800-[redacted]-[redacted] or local (Houston)1-281-[redacted]-[redacted] and refer to your file number: [redacted].Again, please accept my apology for your dissatisfaction on this occasion, as well as our appreciation for the time you have taken to bring it to our attention. 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 CareCase ID:[redacted]Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11240354, and find that this resolution is satisfactory to me.
Sincerely,
Amalia [redacted]

Complaint: [redacted]
I am rejecting this response because:We woulds like to finish this.  We think United's negligence is worth more than 35,000 miles.  We would accept the offer if United adds another 10000 miles to each account.  Then it would at least be the same miles if we had booked an economy fare, since our seats were worse than an economy seat.
Sincerely,
Carol [redacted]-[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]

Dear Ms. [redacted]: Your correspondence addressed to the Revdex.com has been forwarded to my attention.   Again, I apologize for the poor travel experience you had with us on January 16, 2017.  I was sorry that you were not allowed to board UA5829 from Aspen to Chicago...

as scheduled.  Our records indicate that you were not "Involuntarily Denied Boarding" because of oversales. This flight was in an "overweight" situation and in fact departed with eight open seats.  Regrettably, you are not entitled to the Denied Boarding compensation of $1350.00. I do realize the inconvenience we caused you by getting you into Boston hours later than originally scheduled, that is why we sent you the $150.00 electronic travel certificate.  I do hope that you are able to use it and give us an opportunity to provide the service you expect fro United Airlines. 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 [redacted] Corporate Customer Care Case ID: [redacted]KANA [redacted]Revdex.com [redacted] Tell us why here...

Dear Mr. [redacted]:The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your experience in booking an itinerary on April 24, 2016.  Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United...

Airlines. First, I would like to apologize for the negative experience you had.  Please know that we are always working to create an avenue for easy bookings on our website, even when dealing with other airlines involved in codeshare offerings.  Second, our records show that the original itinerary you booked involved a codeshare flight, which cannot be ticketed right away due to a confirmation needing 24 hours.  Our records do show that you were advised of such and advised to contact us about the reservation if you did not receive an eTicket confirmation regarding your ticket.  No activity is shown in the record until the day before the flight in which you contacted us by phone and a reservation agent assisted in booking an itinerary without any codeshare flights.Mr. [redacted], while I must decline your request for compensation due to your having been advised of the required follow-up when booking such an itinerary, I will be sending you an Electronic Travel Certificate for $100.00 as a gesture of sympathy for your experience.  The certificate will be sent via email to your GOBLUE[redacted]@GMAIL.COM address within 48 hours.             We appreciate your business as a MileagePlus member, and look forward to welcoming you aboard your next flight.Sincerely,L.J. [redacted]Corporate Customer CareCase [redacted]

February 23, 2016 Dear Mr. [redacted]: We are sorry to hear of your complaint filed with the Revdex.com regarding your future reservation for travel between Newark and Milan.  We regret your continued disappointment with us considering our Customer Care colleagues, Ms. Krasney...

and Mrs. Brown-Morris responded to you multiple times and tried to resolve your same concerns.   Most airlines, like United, offer our customers a competitive mix of Round-Trip and One-Way 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.   Additionally, please understand that our fare structures may differ if you are originating from a different country.   As previously informed, as a Premier Silver member you may cancel your MileagePlus award ticket and have the miles re-deposited for discounted fee of $125.  You may do so by contacting one of our Premier Priority specialists at 1-800-225-8900.   Regrettably, we are unable to waive the terms and conditions of our MileagePlus program.  However, as a gesture of goodwill we have authorized an exception and will be issuing you a $125 electronic travel certificate to offset this expense.  The electronic travel certificate number along with the terms and conditions will be emailed to you under a separate cover.  Please allow up to five business days for receipt.  An electronic travel certificate may be used towards the purchase of a future ticket for flights operated by United and United Express worldwide and is valid for one year from the date of issue.  A ticket must be booked by the expiration date on the certificate but, travel can commence after that.  As a rule, our schedule is open to book 331 days out.  Mr. [redacted], as a Premier Silver member we sincerely appreciate your business and look forward to welcoming you on board your upcoming trip. Sincerely,  Judy [redacted] United Airlines Corporate Customer CareRef # 10055554

July 13, 2016 Dear Mr. [redacted]: The Revdex.com has forwarded your correspondence to our attention. I am very sorry to hear of the damage to your hockey stick bag and I can understand your disappointment in the handling of the claim. I have located your claim number; [redacted]. Our...

Minneapolis airport representative has documented the file that they are waiting for you to share the amount of replacement. I sincerely apologize for the difficulty you are having in supplying the information to them. I have documented the file with the $100 replacement cost you have advised. Regrettably, as this is a damage situation, it is handled exclusively by the airport, and I am not able to resolve it from this office. Please contact the airport or our baggage Resolution Center for further assistance if necessary. The documentation I have added to the file should help resolve this concern. Thank you very much for your patience. We understand you have a choice of airlines and will work to provide a better travel experience the next time you fly with us. Regards, Judith [redacted] Corporate Customer Care Case 10610076

Dear Ms. [redacted]:   I’m very sorry for the disruption to your travel plans. You needed to be at your destination as we promised and I sincerely regret your expectations weren’t met. We really work hard to maintain flight schedules; however, sometimes unforeseen circumstances present...

operational challenges. I know your time is valuable and understand your disappointment.   I took care of this for you and submitted a refund request. Your reference number is [redacted]. United Refunds will contact you via email once the refund is completed. Please allow up to 10 business days for processing. If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.asp...⇄ Thank you for letting me resolve the issue.    From reading your email, we let you down. I’ll make sure to pass your feedback on so we can improve. That’s our first step. I’m also sending you an Electronic Travel Certificate, which will arrive via email in a few days. We want to deliver a comfortable and on-time flight. I hope your next one brings you that experience. Once again, I'm sorry.   Thank you for your business and loyalty. We look forward to serving you on your next United flight.   Regards,   Markeia [redacted] Corporate Customer Care Case ID [redacted]

Complaint: [redacted]
I am rejecting this response because:
The issue has not been resolved. They did not refund me the value of the ticket. They sent me two paltry refunds and then reversed one without my consent.    Their customer service refuses to answer my issues. 
Sincerely,
Elissa Jane [redacted]