United Airlines

Dear Mrs. [redacted]:   I'm sorry you were disappointed with our employee's service.   I can only imagine how you felt. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas.   Please know that the treatment you described is no more...

acceptable to us than it is to you.  Direct customer feedback about our products and services is so important in helping us to improve.   Our ability to communicate professionally with our customers is a key component of our brand, being Flyer Friendly. A number of tools and processes are being applied this year that will substantively address these goals. We are working to improve customer service, including investing in a comprehensive training course for frontline employees. We are consistently aligning service standards of professional women and men around our company.   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.   I appreciate your business and loyalty. We look forward to a future opportunity to provide the service you deserve on United.   Regards,   Ms. [redacted] Corporate Customer Care 12030241 Tell us why here...

Dear Ms. [redacted]:I provided you with a travel certificate because you said that you were told that your first bags were free, but that is only if you pur[redacted]d your tickets with the [redacted] Explorer Card.  If that was how the tickets were pur[redacted]d with the [redacted] Explorer Card only 2 people would get the bags free and you would still owe $50 for two of the bag fees. Please provide me with your ticket number that starts with 016 so that I can research how your tickets were pur[redacted]d.The bag fees are not free unless you have the [redacted] Credit card and pur[redacted]d your ticket with that card and it covers only 2 travelers.Regards, Lisa [redacted]Corporate Customer CareCase# 10912189

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding the ticket you purchased via Expedia.  The type of fares you purchased reflect that you bought a ticket...

which cannot be refunded.  Because you purchased a nonrefundable ticket, a ticket refund does not apply.  Your ticket confirmation receipt does include the terms and conditions of the ticket and reflects that it is nonrefundable and a change fee will apply if the itinerary is modified.   The information detailed on a ticket receipt confirmation is as follows:  Notice of Certain Terms - If you have purchased a restricted ticket, depending on the rules applicable to the fare paid, one or more restrictions including, but not limited to, the following may apply to your travel: (1) the ticket may not be refundable but can be exchanged for a fee for another restricted fare ticket meeting all the rules/restrictions of the original ticket (including the payment of any difference in fares); (2) a fee may apply for changing/canceling reservations; or (3) travel may be restricted to specific flights and/ or times and a minimum and/or maximum stay may be required. United reserves the right to refuse carriage to any person who has acquired a ticket in violation of any United tariffs, rules, or regulations, or in violation of any applicable national, federal, state, or local law, order, regulation, or ordinance. Notwithstanding the foregoing, you are entitled to a full refund if you cancel a ticket purchased at least a week prior to departure within 24 hours of purchase.  You may apply the value of the unused portion of your ticket toward a new ticket purchase.  While we encourage you to make any needed itinerary or ticket changes, there are additional costs entailed in changing your ticket.  When you exchange your ticket, you will be charged the fare in effect at the time the new ticket is purchased and a change fee.  Note you have one year from the date the ticket was issued to apply the value of the unused portion of your ticket toward a new ticket.  If you should have further questions or concerns regarding this matter, please do not hesitate to call United Reservations at 1-800-UNITED-1. We hope this information helps to clarify the matter. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]   Tell us why here...

Dear Mr. [redacted]: We have received correspondence via the Revdex.com and welcome the opportunity to address your concerns. I'm sorry for the inconvenience you and your wife, [redacted] experienced when your flight was cancelled.Our records indicate your refund request has been...

forwarded to United Refunds, Case # [redacted]The reference numbers are [redacted] and [redacted]. Please allow us 3-5 business days to process your request. United Refunds will send you an update after that time. Mr. [redacted], we appreciate your business and loyalty as a MileagePlus member and we look forward to welcoming you on board a future United Airlines flight. Regards,Valerie [redacted]Corporate Customer CareCase [redacted]Revdex.com [redacted]

Dear  Mr.  [redacted]:   We received your letter from the Revdex.com regarding your recent flight experience with us.  I am sorry to learn of your flight disruption and unpleasant experience regarding your bags when you traveled with us on January 11, 2017.  Based...

on the events and behaviors you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines.  Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind.   Respectfully, I regret you request to receive 40,000 (goodwill miles) to your MleagePlus account has been declined.  Based on my findings, I show that you have been corresponding with my colleague (Ms.  [redacted]) and that she has also provided you with two separate compensation regarding your flight experience on January 11, 2017.  United Airlines offers one compensation per passenger per flight experience.   However I would like to extend my apology by adding 8750 (non-qualifying) goodwill miles to your MileagePlus account.  Please allow 3 to 5 business days for your account to reflect accordingly.    We do want you to know that our airport station managers, operations, MileagePlus teams and senior leadership spend a good deal of time reviewing comments from you and other customers. 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.      Mr.  [redacted], as a MileagePlus 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 ,   [redacted] Corporate Customer Care Case ID - [redacted]   Tell us why here...

Complaint: [redacted]
My ticket number was [redacted] and my companion’s [redacted]
Sincerely,
Steven [redacted]

Dear Ms. [redacted]:I am responding to the information you forwarded to the Revdex.com.  I am sorry for the delayed flights which caused you to miss your scheduled meetings on two occasions.  I also understand your disappointment that you did not receive the miles since you...

were rebooked on Delta.  I have requested that the miles for your original United flights are deposited and your MileagePlus account should be updated in a few days. Unfortunately; I am unable to refund you for the used tickets.  However; as a goodwill gesture I have issued you a $400.00 electronic travel certificate that will be emailed to you in a few days.  Thank you for your patience on this matter and have a nice day.Regards, [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:I am responding to your communication filed with the Revdex.com.I'm sorry for the circumstances you have described about your recent travels. So that we can research your information and address your concerns, would you be so kind as to provide the following...

information: • Passenger name(s):• Frequent flyer number (if available):• Flight number(s):• Flight date:• Ticket numbers:• Confirmation number:• Flight from:• Flight to: Thank you.Best Regards,Julie [redacted]Corporate Customer Care Case ID:10873128

Dear Ms. [redacted]:
Your latest correspondence with the Revdex.com has been forwarded to my attention for review.
I’m sorry that you remain unhappy with United. Again, I apologize for the ticketing error with AeroMar. You request for additional compensation is appreciated. However, records indicate we issued you each a $100 travel certificate prior. We would not be able to refund a ticket that was purchased on another airline when alternate city was accepted, as our agents advised you. My colleague did send you 2 United Club passes to make up for the ones you used and she also add 10,000 bonus miles back to your account, as you used the miles from your account for the trip. You should have received a separate email with the United Club passes and an acknowledgment that the miles have been added to your account. Regrettably, I am unable to offer any further reimbursement. I appreciate your understanding.
Ms. [redacted], your comments indicate that we must remain focused on customer service so we may continue as your global carrier of choice. It is always a privilege to serve you and we look forward to our next opportunity to welcome you aboard.
Best regards,
Mary [redacted]
Corporate Customer Care
Revdex.com10996361

Dear Mr. [redacted]:We are responding to your communication filed with the Revdex.com.Thank you for sharing the details of your recent travel experience on June 9th. We're sorry for any misunderstanding or miscommunication regarding the status of your checked bag. We never want to...

separate customers from their luggage. However, there may be times when we need to send luggage on a different flight than the passenger due to operational or other unforeseeable circumstances. Please be assured that United adheres to all Federal Aviation Administration (FAA) regulations. It may be helpful to know that security measures are in place to protect customers and their property; and in most every case customers do travel on the same flight with their luggage. There are approved exception parameters for those rare occasions when operational difficulties disrupt the delivery process. As long as we make certain you are traveling under the terms of your reservations and security check-in, we will transport your luggage on another flight if necessary.I also realize that your bag was left at the carousel in Cancun. I do understand your concerns and will be sure to forward them to the appropriate management teams for future consideration and improvements. As a friendly reminder, we do recommend to include items such as medications, prescription eyewear, required travel documents or personal items like house keys, in your carry-on bag.  Although we are unable to provide you with the generosity you have requested, as a customer service gesture, we will send you a $100 travel certificate. The voucher will be sent under separate cover via email in approximately one to three business days and can be redeemed by the person of your choosing on any United/United Express operated flight.  Again, please accept our apology for your dissatisfaction on this occasion, as well as our appreciation for the time you have taken to bring it to our attention.  Regards,[redacted]Corporate Customer CareCASE ID:[redacted]

Dear Ms. [redacted]: United Refunds has reviewed this matter, and the refund you received was calculated based on the unused flight segment of your United ticket. While we regret your disappointment with the value of that unused flight segment, the refund amount is correct. Thank you for your understanding. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here...

Complaint: 11674699
I am rejecting this response because:There was no solution. Below is the requested information.Passenger name (s): Jahae [redacted], Jamie [redacted], Joshua [redacted]Frequent flyer number (if available): [redacted]Flight Number:OZ271, OZ272Flight Date: 07/09/16 - 08/27/16Ticket Numbers:[redacted]Approximate Departure Time: 6:40 pmOrigin:SEADestination:ICN  Sincerely,
[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,
Amie [redacted]

Dear Mr. [redacted]: I have researched your concerns and found that a refund was issued for the ticket issued to [redacted]/[redacted]  with ticket number [redacted].  This refund was credited back on January 9, 2017 to the original form of payment, credit card [redacted] in the...

amount of $272.60.Please verify this information with your receords.We appreciate your patronage and look forward to serving your future travel needs.   Regards, [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Dear Dr. **,  I am sorry to hear of your overall experience and for your continued disappointment.  In our initial reply to you, I see that an apology was offered and goodwill miles were provided for you as well as Ms. [redacted].  Additionally, information was given on how to contact our...

Baggage Resolution Center regarding your bag damage.  [redacted] was also contacted on your behalf due to the delay when you checked in at their counter, and [redacted] has let us know that they will be contacting you directly regarding their service.   As my colleague previously advised, we will be unable to refund your tickets as the tickets were used for travel.   We appreciate your patronage and loyalty as MileagePlus members and we are looking forward to welcoming you onboard when you travel on your next United f**ght Kind regards, Dana [redacted]Corporate Customer CareCase [redacted] Tell us why here...

Dear Ms. [redacted]:I am responding to your communication submitted to the Revdex.com.Your comments clearly convey your disappointment and I wish to extend our true regrets in not meeting your expectations. To clarify United Airlines policy, customers who purchase their tickets via...

united.com, our Reservations department or at the airport, can cancel their reservation within 24 hours of purchase and request a refund. Your reservation ([redacted]) was cancelled and your ticket was refunded by United Airlines on 8/29  for the full amount. Depending on your financial institution it can take a few days or up to a couple of weeks for the credit to appear on you account. Unfortunately, we do not have a way to expedite the process as this involves two different systems, ours and your banks. Ms. [redacted], I do understand your frustration and apologize for the inconvenience. As a customer service gesture, we will be sending you a $50 travel certificate. The electronic voucher will be delivered separately via email ([redacted]@gmail.com) within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. 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]

Dear Ms. [redacted]:   I apologize we did not get you to your destination as originally scheduled and for your unpleasant experience.   I can understand your frustration when you were not provided with reliable information during the situation with your flight. We...

realize communication is essential and based on your comments; clearly we could have done a better job.   I also regret that our representatives had no sympathy and made no efforts to rectify this situation. As a valued customer, your expectations for a higher level of service and professionalism is not unwarranted and I recognize that your valid expectations were not met.   We value your feedback regarding the handling of the overall situation received and your customer service expectations. From what you describe, we failed to meet your expectations for providing good service. Please accept my sincere apologies. Rest assured that we want to do everything we can to ensure that your travel needs are met.   In appreciation of your feedback and patience, please enjoy the electronic travel certificate that will be emailed to each of you under separate cover within 3-5 business days.   We hope to welcome you and your family aboard another flight in the near future, so we can have the opportunity to win back your trust.     Regards,   Shandai [redacted] Corporate Customer Care Case:[redacted]

Complaint: [redacted]
I am rejecting this response because: - The long term carrier is talking about challenges in the air carrier business. I would like to remind them that OTHER carrier were able to deliver on time during exact same time and weather. So those challenges are fixable with the proper management and skill-set. I am not saying United does not have that. I am just saying the results United consistently delivers puts their management and skill-set in question.- 16 hours wasted of my time, 4 of them standing in a line (midnight to 4 AM), including around 1 hour of negotiation to get a hotel room. I do need reimbursement for this ($200 * 16 = $3200). - This flight was on Dec 18th and it was delayed until late afternoon Dec 19th. I had an international flight on Dec 21st, this day put unnecessary tension for me and my family whether we will make it.
Sincerely,
[redacted]

Dear Mr. Shibuya:   Your latest correspondence with the Revdex.com has been forwarded to my attention for review.  I’m sorry to learn of your continued disappointment.  I apologize for the additional stopover in Dalian.  However, entry requirements for each individual country are varied and ever-changing. Because airlines and travel agencies cannot guarantee the information provided by Timatic, passengers are responsible for contacting the appropriate consulate, embassy and immigration department for the destination country for specific entry requirements. Each passenger desiring transportation across any international boundary is responsible for obtaining all necessary travel documents and for complying with the laws of each country flown from, through or into which he/she desires transportation. The passenger will pay or reimburse each carrier for any loss, damage, or expense suffered or incurred by such carrier by reason of such passenger’s failure to do so. United Airlines is not liable for any assistance or information provided by any agent/employee of United Airlines to any passenger resulting from his/her failure to obtain such documents or to comply with such laws.  Our Contract of Carriage is located on our website: www.united.com.   Mr. Shibuya, your business is greatly appreciated and I hope that despite this incident you will give us the opportunity to better serve you in the future. Best regards,   Mary Beth Whiting Corporate Customer Care Revdex.com10994197 KANA 11058552 Case ID: 9874780

Dear Ms. [redacted]: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on September 3, 2017.  I appreciate the opportunity to respond to your concerns.  It's always our goal to provide you with dependable...

and reliable service. Here's some information about check-in to help get your ready for your next flight:   For most domestic flights, ticket purchase, check-in and boarding pass must be completed at least 30 minutes prior to scheduled departure. Please allow an hour for any baggage check-in. Seats are released for any customer who isn't at the gate at least 15 minutes before you're scheduled to leave. For most international flights, ticket purchase, check-in and boarding pass must be completed at least 60 minutes prior to scheduled departure. For international travel, we recommend to arrive at the airport three hours prior to departure for required documentation verification, positive bag match, and security screenings. Seats are released for any customer who isn't at the gate at least 30 minutes before you're scheduled to leave.   There are exceptions to this general information, though, so I welcome you to visit united.com and search for Check-in and Airport Processing Times for more detailed information so you'll be ready for your next flight or click here. Codeshare flights will apply the check-in requirement of the operational carrier. While the Transportation Security Administration (TSA) has specified mandatory security measures, some local airport authorities have instituted additional measures above and beyond those requirements. I hope you'll be able to appreciate that we follow check-in processing and cut-off times so we get all of our passengers to their destination on time. Also, I want to apologize for the poor service you described.   We are unable to reimburse for your pre-paid hotel and transportation costs at your destination.  However, what you experienced, and how it made you feel, is no more acceptable to us than it is to you. Rest assured, we take your comments seriously and we'll be following up internally. An apology won't change what happened, but I want you to know we'll address it. In addition to my apology, I'll send you and Peter [redacted] Electronic Travel Certificates to encourage you to fly with us again. We 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 that. You'll receive the certificate via email in a few days.    We greatly value your trust and loyalty; it’s always a pleasure to serve your travel needs on United.  Regards, Candance [redacted]Corporate Customer CareCase [redacted]