United Airlines

June 27, 2017Dear Mr. [redacted]:The Revdex.com has forwarded your correspondence to our attention.I have located your ticket number and reviewed your Refund request. Our records show the refund was approved in full, and processed on June 26, 2017. The reference number for that is...

22615212. You will see the refund placed back on the original form of payment. Mr. [redacted], on behalf of United Airlines, I thank you for your service to our country, it is greatly appreciated. We hope to have the privilege of serving your future travel needs.Kind Regards,Judy [redacted]Corporate Customer CareCase [redacted]

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Mr.[redacted]
I am responding to your complaint filed with the Revdex.com.
Please accept our sincere apologies for any confusion regarding the refunding of your groups First Class upgrades.
Our records indicate...

due to a late arrival at the Las Vegas airport, we rebooked your group for the next available flight. I am sorry we were not able to offer you the First Class upgrades on the new flight. Therefore, I have initiated a refund in the amount of $139 for each person. The charges are being refunded to the original form of payment which each person used.
Mr[redacted] thank you for choosing United. We hope that you will allow us the privilege of serving you again.

Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms. [redacted]:   I apologize for the inconvenience you experienced when our published schedule changed. I realize how frustrating this must have been. We implement schedule modifications 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.   I can imagine your frustration and we are very sorry for affecting your honeymoon trip. I'll send on your feedback so we can review our process. While schedules change for many reasons, please accept our sincerest apologies for not meeting your expectations.   We thank you for your business and we look forward to another opportunity to deliver the experience that you deserve.   Regards,  
[redacted] Bond Corporate Customer Care [redacted] Tell us why here...

Dear Ms. [redacted]:   I'm sorry you weren't satisfied with my response. 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 assignments. Advance 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 4 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.  As a gesture of goodwill we will be adding bonus MileagePlus account, which you'll receive in the next few days to bring this matter to an amicable close.  I appreciate your business and loyalty. We look forward to a future opportunity to provide the service you deserve on United.   Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because:A United employee removed my bag from the designated area without checking to see if it belonged to anyone. This bag was reportedly handed off to another united employee. The bag should have been recovered if these employees followed the proper procedure for lost items. It has been almost two months and my bag has yet to be recovered. This has been a troubling and expensive mistake on United Airlines part, and I want to be compensated. Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11720671, and find that this resolution is satisfactory to me.
Please let them know that my airline ticket number is [redacted] where they should see the details of what was charged to me. It should also say that I am supposed to have 1 free checked bag. That is the reason why the fee was not valid.Also, can you please have them send me a check instead of reversing it to my credit card?
Sincerely,
Edgar Vincent [redacted]

January 26, 2016Dear Ms. [redacted]:We are sorry to hear of your complaint filed with the Revdex.com regarding your grandmother's medical situation which prevented her from being able to travel.  We hope that her health has since improved. Additionally, we apologize for the problems you...

have encountered when trying to submit a refund request on our website.  It appears the problem may be occurring due to the hospital paperwork file you are trying to attach.  As noted on our website, you may attach the following file types: pdf, .jpg, .gif, .tif and .tiff.   However, the file size may not exceed 1.1 MB.  If your file is too big, you may consider saving it under a compressed application.  Otherwise, if you are still encountering problems, if we may respectfully request for you to resubmit your request to our Customer Refund Services either via fax at 713-324-1431 or mail it to: United Airlines, Customer Refund Services, P.O. Box 4607, Dept. NHCRF, Houston, TX 77253-3046 Ms. [redacted], we sincerely appreciate you and your grandmother's business.  We hope to have a future opportunity to welcome your grandmother on board.Sincerely,  Judy [redacted] United Airlines Corporate Customer Care Ref # [redacted]

Dear Mr. [redacted]: I was very sorry to read that your experience traveling with United on June 16, 2016, did not meet your expectations, and offer my sincere apologies.  I can only imagine how frustrating it was to encounter a weather delay which caused you to miss your connection...

flight.  Again, I am very sorry. As a gesture of goodwill, I am sending you an email with an electronic travel certificate for use on a future flight with United or United Express.  You should receive the email within 48 to 72 hours. In regards to the delay of your luggage, please visit our website at www.United.com/baggage to download a claim form to fill out and submit with your delayed bag file number and any receipts for out of pocket expenses related to the delay. Thank you for choosing United Airlines and MileagePlus.  You are a valued customer and your business is appreciated. Sincerely,[redacted]Corporate Customer CareCase 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] & [redacted]

Dear Toni [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com.Thank you for contacting United Customer Care again.We are sorry you were dissatisfied with our response and current policy as outlined in our Contract of Carriage.  We have reviewed your request and support our original correspondence.  While no further consideration or refund will be forthcoming, please know your feedback and comments are appreciated.  While we cannot undo your experience,   we hope you accept it in the spirit in which it was given and that we can move on in our business relationship.Refund exceptions are granted based on the inability to travel in the future. The illness you described in your correspondence does not qualify for an exception. Your ticket is valid for one year from the date of issue, and may be used toward the purchase of another United Airlines ticket. If the fare of the new ticket is higher than that of the original, you will be charged the additional amount, plus the applicable reissue fee when the new ticket is issued. Once charged, you may submit a request to have the change fee refunded. If this reservation has not been canceled or if you wish to make a new reservation, please call 1-800-525-0280 . You can review our policies on United.com>Refund Policy: http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx.Thank you for your business. Regards,   LeMarkus [redacted] Corporate Customer CareCase:  [redacted] Tell us why here...

Dear Mr. [redacted]:   I recently received your communication sent via the Revdex.com. ( Revdex.com) .   I apologize for any confusion. I show the reservation was originally ticketed to connect through FRA, and due to the change now connects through ATL.   If the miles are...

refunded, you will no longer be ticketed to travel on July 6, 2016.   I also show the change fee was waived.   Please advise me if you have any additional concerns.     Regards,   Ruth [redacted] Corporate Customer Care Case:[redacted]

Dear Ms. [redacted]:
 
I’m sorry to hear about your experience. I am sorry to learn you had trouble when trying to understanding hw the miles are calculated on our website. Our intention is to make information easily accessible. Your comments are important to United and will be useful in our...

ongoing efforts to make your experience online as streamlined and as simple as possible. We value your feedback regarding you being given two different incorrect answers. 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. We understand air travel isn’t always easy, which is why we continually focus on improving our products and services.
 
Your email clearly expresses your disappointment and I would like to extend a sincere apology for any negative impression that may have been created. While my reply is brief and not as detailed as I would like, please be assured that we do understand your concerns. Ms. [redacted], you are a valued MileagePlus member and have made a significant contribution to our airline. In appreciation for your business and loyalty, I will add bonus miles to both of your parents MileagePlus accounts. Bonus award miles and other miles earned through non-flight activity do not qualify for Premier status. Please visit united.com to verify your mileage balance within 14 business days.
 
We certainly look forward to serving you again soon. I am confident we will work hard to provide a level of service you have come to expect from United Airlines.
 
Regards,
 
Markeia [redacted]
Corporate Customer Care
Case ID [redacted]

Complaint: 
I am rejecting this response because:[redacted] Confirmation number: [redacted]Scheduled dept time: 12:29pmActual departure time: 1:00pmTcking #: [redacted] Flight number: [redacted]Connecting flight: [redacted]   
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11238760, and find that this resolution is satisfactory to me.
Sincerely,
Michael [redacted]

March 15, 2016   Dear Mrs. Heckman [redacted]:   The Revdex.com has forwarded your correspondence to our attention.   We are very sorry to hear of your daughter’s illness. We understand travel plans change when serious illness befalls the traveler, traveling companion, or...

immediate family member.  Most tickets require a change fee for reissue; however, in cases of serious illness, United may be able to refund the change fee or ticket, upon receipt of proper documentation. Our records indicate a refund was requested, with the case numbers of [redacted] and [redacted]. An e-mail was sent to you from our Refunds department requesting documentation. This information is necessary before our Refunds department can proceed. I have included the e-mail that was sent to you below. It contains information and options available to you. Please respond to our Refunds department, as requested in their original correspondence sent to you. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Judith [redacted] Corporate Customer Care Case 10125382 PASSENGER: [redacted]/GORDON TICKET(S): 016 7722 036 688 REQUEST ID: [redacted] Dear GORDON [redacted]: Thank you for contacting United Refunds. Unfortunately the comments or notes sent through united.com have not appended to the record. If you do require further assistance, please submit your information to us using one of the following options. Please submit your request to us as a .pdf, .jpg, .gif, .tif, and/or .tiff through www.United.com/Refunds Please note the file size should not exceed 1.1 MB. If you are unable to submit this using our website, you can also send the information to us via postal service or fax, with your ticket number(s) attached. Mailing Address: United Airlines Customer Refund Services [redacted] - Department NHCRF Houston, TX 77253 Fax: [redacted] Thank you for the opportunity to assist you. Sincerely, Customer Refund Services www.united.com/web/en-us/content/reservations/refunds Tell us why here...

Dear Ms. [redacted]:   I am sorry you are disappointed with my response.   However as I previously explained, your Mileage Plus account is password and PIN protected, and as such only Mileage Plus personal may access it   As for the credit card,I have no access to [redacted] banks data and can not assist with credit card issues, as this is proprietary information, and only available to [redacted] employees.   As such you may either contact United Mileage Plus, at:800-[redacted], or [redacted] Bank at the number on back of the credit card.   Again my apology for the confusion.    Regards,   [redacted] [redacted] Corporate Customer Care Case:[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Russell [redacted]

Dear Mr. [redacted]I am responding to your communication field with the Revdex.com.I'm sorry for the circumstances you have described. I did take the liberty of contacting united.com about your reservation (confirmation number ON04Y7). I was advised that during the exchange process a...

system error occurred. This has been reported to United Airlines Technical Support team for internal review and future improvements. Because seats in the premium cabin are no longer available on UA Flight #548 (LAS-EWR) on 9/9, a partial refund for the applicable fare adjustment has been submitted to our Accounting department for processing. Please allow approximately 10-15 business days for the credit ($507USD) to post to your account. As a tangible expression of our apology, we will also be sending you a $250 travel certificate. The electronic voucher will be delivered separately via email within the next 3 business days. As always, as a Premier Platinum 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]

Complaint: [redacted]
I am rejecting this response because I am enrolled in school and will not be taking any more vacations for a few years to come. Therefore, the offer they have made me for a travel voucher is worthless. When I bought the tickets, it was a contract between me and United to get me from Houston to Birmingham, they took me from Houston to London, and I had to secure a ride from London to Birmingham. Then they did not get my bags to the destination at the right time, so I feel as though I should get my baggage fees back. I do not feel like they fulfilled their part of their contract with me and I deserve a cash refund.
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.  The only thing that has not happened yet is the refund of the originally purchased tickets.  Once that is done, I'm am more that appreciative of the assistance provided by Tracy and Wendy of United Airlines.  The entire experience worked out much better once my wife spoke with these ladies.
Sincerely,
Steven [redacted]