United Airlines

Dear Ms. **: I want to apologize for the delay in responding to your refund request.  Due to your ticket having another carrier involved with ticketing it was delayed.  A total of 25,000 miles will be deposited into your account.  Please allow 3-5 business days for processing. Once again, I want to apologize for the delay. We appreciate your business and loyalty and look forward to welcoming you on board a future United Airlines flight. Regards,Tonya [redacted]Corporate Customer CareCase ID:  [redacted]

Dear Mr. [redacted]: The Revdex.com has notified United Airlines that you have filed a complaint against us. Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines. We strive to operate each flight as planned and regret...

when necessary delays or cancellations create an inconvenience to our customers.  Although 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. Your United ticket was a contract between us to transport you safely and as comfortable as possible between your point of origin and destination.  Unfortunately, we are not able to honor your request to refund the ticket since transportation was provided.   We are not able to refund you for a ticket that you purchased on [redacted] Airline.You will have to contact [redacted] Airline to request that the change fees is waived due to the no-show.Please be assured that United Airlines values your business and we look forward to serving you again in the future.We appreciate your business.Regards, Lisa [redacted]Corporate Customer CareCase# 10772346

Dear Ms. [redacted]:I'm responding to your communication filed with the Revdex.com. I'm sorry your First Class experience on your flight to San Juan didn't meet your expectations. I can imagine your disappointment when you didn't receive all the amenities expected. I'll share your feedback...

about your experience with our On-Board Services division for future improvements.  Although I'm unable to grant your request for a refund of your upgrade fees, I will send both you and Mr. [redacted] a $300 travel certificate. The electronic vouchers will be delivered separately via email within the next 3 business days. We hope you'll use the certificates to give us an opportunity to provide the service you deserve. 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 Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns.    As you know, United has implemented a travel waiver as a result of the Centers for Disease Control's...

recommendation that pregnant women avoid travel to the affected areas; however, please note that this travel waiver applies for travel to and from Cape Verde, Barbados, Curaçao, Dominican Republic, Guadeloupe, Hait; Martinique, the Commonwealth of Puerto Rico, a U.S. territory, Saint Martin; U.S. Virgin Islands, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Mexico, American Samoa, Samoa, Bolivia, Brazil, Colombia, Ecuador, French Guiana, Guyana, Paraguay, Suriname, Venezuela.   Your and your wife’s tickets maintain an itinerary of Minneapolis/Chicago/Miami for travel in April.  Your ticketed destination is Miami.  If you choose to cancel your cruise to Mexico and are interested in receiving a refund for your and your wife’s United tickets, then it is imperative that you call United Reservations at 1-800-UNITED-1 and cancel your reservations.  If you do not cancel your reservations prior to your ticketed departure date, you will lose the value of your tickets and a refund will not be provided.   We apologize for the difficulties you experienced when you contacted United Reservations.  Once you cancel your reservations, please send an email to my attention at [email protected] referencing this Case number 9988951, and I will submit your ticket information to the Customer Refund Services Department for a full ticket refund for your and your wife’s tickets due to the Zikas Virus. Thank you for your cooperation, Mr. [redacted].  We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Dear Mrs. [redacted]:The Revdex.com has forwarded your correspondence to my attention for response.  We appreciate this additional opportunity to address your concerns. I want to express our sincerest apologies for the many inconveniences that you endured with your recent interim...

expense claim.  We truly appreciate you taking the time to point out the issues that you encountered as we work hard to correct problems brought to our attention.  We understand how disappointing this was for you and we apologize for the factors that contributed to your overall dissatisfaction.  Although we can't undo what you experienced, we can work to correct it.  Your feedback and experience has been recorded and will be reviewed and addressed internally.  I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously.I understand that our Baggage Resolution Center has sent you a check for $84.42 of your expenses which was less that when you were claiming and that was due to the lack of supporting receipts needed for reimbursement.  As an exception to help remedy this situation I will be sending you a $116 check to help offset the remaining amount.  We kindly as for your patience as it can take time to have your check process and mailed out.  We apologize for the inconvenience and thank you for bringing this to our attention.  Your business and satisfaction does matter to us. Regards,   Juan [redacted]Corporate Customer CareCase:  [redacted]

Dear Mr. [redacted]:I recognize that you still have unresolved concerns and I am sorry that this is the case.       I have reexamined your request, and all things considered, we do support our earlier decision.  I empathize with the disappointment you have expressed, however I am sorry that I cannot meet your specific refund expectations this time.  There was a $75.00 same day change fee, however, your original booking class was not available, therefore, an add collect was required.  I hope you do not feel that our position demonstrates a lack of understanding of your situation, because that certainly is not the case. I empathize that you are disappointed with the response provided and understand if you must move forward how you see fit for a satisfactory resolution. We respect your position and ask that you understand ours.       We value our customers and work diligently to maintain that relationship. We would like to move forward in our business relationship with you, and realize you have a choice of carriers. You have my sincere apologies for those occasions when we did not fully meet your expectations and we invite you to contact Customer Care again if we may address any future travel-related issue on your behalf.   ezCare ID: [redacted]

Dear [redacted]:

In reviewing the record, and the response from the refund department, the record was still live, and the space had not been cancelled.

I was able to contact the reservations department on your behalf, and requested the space to be voided on the record. I then resubmitted the request to the refund department.

My apology for any confusion.

Regards;

[redacted]
Corporate Customer Care
Case 9613412

Dear Ms. [redacted]: We received your letter through the Revdex.com, with reference to case [redacted]. Your email clearly expresses your disappointment with your recent travel and customer service experiences. I would like to extend my personal apology for the negative...

impression left with you; your frustration is certainly understandable.   We understand accurate communication is essential, and how we convey information can help minimize inconvenience. Based on your comments, we could have done a better job on a number of fronts.   I have located the charges associated with your tickets and outlined below:   Extra leg-room seating [redacted] REFUNDED ON 10JUL17 K4-EHD  49.00 Extra leg-room seating [redacted] REFUNDED ON 10JUL17 K4-EHD  47.00 Extra leg-room seating [redacted] REFUNDED ON 10JUL17 K4-EHD  53.00 I did see the following charges have not refunded and I will be happy to ensure those get refunded as well. Please allow up to one billing cycle and be cognizant the refund amounts may stagger or even be combined. Extra leg-room seating 19.00 [redacted] Extra leg-room seating 19.00 [redacted] Extra leg-room seating 19.00 [redacted] Two checked bags 50.00 [redacted] (refunding in case you had to pay again on American)     Additionally, as a goodwill gesture, you will each receive a $500 electronic travel certificate for the overall experience and to help offset your unexpected taxi and hotel costs.  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. 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. We look forward to having the chance to regain your confidence and providing the quality service you deserve with United Airlines.   Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Dear Ms. [redacted]:   I'd really like to help, but I'm missing some information.   If you could fill out the below areas and include a brief summary of your request, I'll look into it. This information is on your receipt:   • Passenger name(s): • Frequent flyer number (if...

available): • Flight number: • Flight date: • Ticket numbers: • Confirmation number: • Approximate departure time: • Flight from: • Flight to:   I appreciate that you chose United and look forward to helping you soon.   Regards,   Ms[redacted] Corporate Customer Care [redacted] Tell us why here...

August 5, 2017   Dear Ms. [redacted]:   The Revdex.com has sent your response to my attention. I regret your disappointment in our response.   I understand your frustration with the Air Traffic Control (ATC) flight interruption. As explained, as this is not something that is under our control, we do not offer reimbursement of expenses. We also do not offer a refund on a ticket for which travel has been completed, as is the case with your ticket. I assure you that we are continually working to improve upon those factors that impact our customers’ travel experiences.  As such, the travel certificate was offered as a gesture of goodwill. I do hope you can accept our apology and see we are doing our best to make things right. Ms. [redacted], 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 again. Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:   I regret your flight was cancelled due to weather; direct customer feedback about our products and services is so important in helping us to improve.   Please know our goal is to operate every flight on schedule, every day. Unfortunately, there may be times when...

weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed or canceled. When this occurs, we want to minimize the impact to you as much as possible and keep you informed.   We are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning process. I encourage you to use our cutting edge self-service kiosks, online tools and smartphone apps as often as possible. As you may know, United is one of the only airlines to provide the actual flight delay reason through our customer-facing tools. I regret we are unable to reimburse any extra out of pocket expense since the flight was cancelled due to weather which is beyond our control. However as a gesture of goodwill, please enjoy the electronic travel certificate that will be emailed to you under separate cover within 3-5 business days.      We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Cindy [redacted]                                   ...⇄ Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:I have review your tickets and do see that you and Ms. [redacted] were using miles to upgrade your outbound flights which were [redacted] San Francisco to Denver and [redacted] Denver to LaGuardia.  The mileage requirement was 40,000 miles for you and Ms. [redacted].  You both were only upgraded...

on [redacted].  I regret that there is any confusion as the two flights are your outbound flights.  There would be no mileage returned.  The 20,000 miles would be for your outbound flights and as in your case at least one of the flight segments were upgraded, the total upgrade is taken. When United Airlines states "Miles may be redeposited for partially upgraded itineraries", this is for example you use 40,000 miles to upgrade your outbound flights as well as your return.  If you outbound flights are upgraded, but your return flight are not, then we would return the return flights mileage.  Your reservation had two flight segments which is called connecting flights.  The mileage requirement is not per flight segment, it is per outbound flights.  If you had a double connecting flights and only one of the flight segments were upgraded, we would not return mileage back as we do not use mileage as per flight segment.I regret that you were given inconsistent information each time you called United Airlines.  Our representatives should have advised you the first time of your call that there would be no mileage credit given and explain why.I will as a goodwill gesture authorize 10,000 miles into your MileagePlus account due to the inaccurate information that you have received.  Please allow up to 7 business days for the mileage to be reflected in your account balance.United Airlines does appreciate your business and we look forward to serving you on your next United flight. Regards,Sheila [redacted]Corporate Customer CareCase 10155021

Complaint: [redacted]
I am rejecting this response because: This is the same auto message I received once before. I paid for my sons assigned seat to be next to us. I even called United and they told me it was policy so when I was mid travel I find out United does not care. 
Sincerely,
[redacted]

Dear Mr. [redacted]:Your correspondence with the Revdex.com has been forwarded to my attention for review.I'm sorry you were disappointed with the schedule change on your return flight from Cancun to Chicago on April 12, 2017. We do our best to minimize any changes because we are aware of...

the impact changes can have on our passengers. Schedule change are implanted for a number of reasons, including the need to adjust to market and seasonal demands. Although 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. Mr. [redacted], in reviewing the reservation number you provided, I was able to confirm that the only change to the schedule is the arrival time into Chicago, the flight is now arriving 5 minutes earlier than originally scheduled. Again, we regret your disappointment but as our Reservations Supervisor advised and per our policy, this does not qualify for a refund. Additionally, I see that our Reservations Supervisor offered to waive the change fee if you decide to change your ticket. We would just collect any fare difference if applicable. If you have any further questions, please contact Reservations at 1-800-UNITED-1 and we'll do all we can to help. We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards, [redacted]Corporate Customer Care ezCare Case: [redacted]

Tell us why here...Dear Ms. [redacted]:I know how frustrating your travel experience was, and I sincerely wish that I could undo the circumstances you experienced.  While I understand the goodwill gesture you already received was not what you had anticipated, I do hope you will utilize the travel certificate to help offset the cost of a future ticket purchase with United.We look forward to welcoming you onboard United again soon, Ms. [redacted].Sincerely,Suzanne [redacted]Corporate Customer CareUnited Airlines Case [redacted]

Complaint: [redacted]
I am rejecting this response because:$25+$35 =$60. United gift certificate is no use to me because I do not want to fly united ever again! Your staff are not friendly at the airport and on the plane. They are very rude and depressed working for united. The only reason why I booked you because the time worked for me. Trust me I will never want to step on a united flight again. You guys are bullies, you think you can jerk people around with no consequences. No one else charges carry on bags that's why they are called carry on bags. You think you can just bully people around and surprise them with new charges and get away with this? I don't think so. I am going all the way to get my refund back to my credit card. These are invalid charges.Cough back up my $60 that you stole, I do not want anything to do with united ever again!
Sincerely,
Trang [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12313389, and find that this resolution is satisfactory to me.
Hi there,   Please close this complaint. United has finally come to an agreeable resolution.   Regards,   Kisha [redacted]

Dear Mr. [redacted], I’m sorry that we didn’t get you to Newark as originally scheduled on August 28th.    I share your concern that you were unable to contact us by phone.  Due to Tropical Storm Harvey, our phone lines have been inundated.  You should be able to count on...

us for reliable transportation, and we let you down this time. Since you used your ticket for travel we will be unable to refund your ticket.  Even so, I would like the opportunity to make things right with you and regain your trust. To help make amends, I will be sending you as well as your companion an electronic travel certificate that can be used to discount a future United ticket purchase.  You can expect delivery via email within 1-2 business days. Your honest feedback is appreciated as it helps us improve and provide better service. Thank you for choosing United. We look forward to providing you with a better experience when you travel with us again. Kind Regards, Dana [redacted]Corporate Customer CareCase [redacted]

November 30, 2015Dear [redacted]I am responding to a correspondence received from the
Revdex.com. We appreciate the time you have taken to contact us
again, and on behalf of United Airlines I sincerely regret of your continued disappointment
and for any possible miscommunication.We appreciate
the time you have taken to contact us again. On behalf of United, I am sorry to
learn of your continued disappointment.We ask for your
understanding that our responsibility in Customer Care is to apologize for any
disservice that took place, report to the appropriate management for future
improvements in those areas and provide relevant information about our policies
and procedures. Your concerns have not gone unheard.You asked us to reexamine your
request, and we have done so. All things considered, we do support our earlier
decision. While I am
sorry to learn of your disappointment and understand that you did not find my
previous correspondence satisfactory, it is important for you to know that our
ticket policy cannot be compromised in equitable fairness to others whom have
requested similar exceptions.Our Customer Service
Representative at the New York/Newark, NJ airport authorized the refund for the
unused ticket for the child that did not travel and the refund was applied to
the original form of payment. As mentioned in my previous correspondence, we are unable to honor
your request to refund any additional tickets that you purchased or the used
tickets because transportation was provided. Unfortunately, we are unable to
reimburse you for inconvenience, loss of time or out of pocket expenses. Transportation of passengers and
baggage on flights operated by United Airlines are subject to terms and
conditions. By purchasing a ticket or accepting transportation, the passenger
agrees to be bound to the terms and conditions contained in our Contract of
Carriage. The Contract of Carriage is
available on the united.com home page.I hope you will accept the two
$100.00 electronic travel certificates in the spirit we intended. Thank you for
your patience and understanding. I realize this is not the response you were
anticipating and I'm sorry for your disappointment.   We appreciate your business and look
forward to welcoming you on board a future United Airlines flight. Regards,[redacted]Corporate Customer CareUnited AirlinesUAL: [redacted]Revdex.com: [redacted]

Dear Mr. [redacted]:I am responding to your correspondence addressed to the Revdex.com.I'm sorry to learn of the difficulties you experienced when you spoke with our Reservation Team to change your reservation ([redacted]) for travel to September 17.You should always have a positive experience...

with United. What you described in your email isn't reflective of our commitment to providing exceptional customer service.  Thanks for bringing this matter to my attention, as your comments help identify training and focus areas so that we can provide exceptional customer service.  I sent on your feedback to help us improve our service.I have submitted a refund request. The reference number is [redacted]. Please allow 5-7 business days for processing of the $200.00 refund. United Refunds will contact you via e-mail once the refund is complete.We appreciate your business and look forward to serving you on your next United flight.Kindest Regards,Laura [redacted]Corporate Customer CareCase [redacted]