United Airlines

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.
However, this means that I understand their perspective that they were not notified by [redacted] regarding the involuntary downgrade of my seat from business to economy. The United did not clearly explain their lack of information from [redacted] when I inquired them and now it is explained.  Therefore I accept their apology and the gesture with 10, 000 miles but this does not mean that I will consider the 10, 000 miles as the refund for the involuntary downgrade from business to economy seat.  This refund should be generated from [redacted] but United will need to deliver the refund according to the rules and for consumer protection.   Thanks
Sincerely,
Jisun [redacted]

Dear Ms. [redacted]:  To facilitate our research, kindly reply to this e-mail with a brief summary of your request.  Regards,Valerie [redacted]Corporate Customer CareCase 10011341

Dear Mr. [redacted]: We appreciate you contacting us through the Revdex.com. I'm sorry to hear about the problems you experienced on our website, I can understand your disappointment.Regrettably, we cannot honor a flight unless it is ticketed and confirmed. Your feedback is important to us...

and is a tremendous help in identifying and resolving this issue. We'll take it from here. Our Technology team is hopeful this will be fixed soon. We'll work to provide you a more user-friendly website and seamless experience. Should you require further assistance, our Reservations staff will be happy to assist you. They may be reached at 1-800-UNITED-1. We do appreciate your feedback as a MileagePlus member and welcome the opportunity to provide better service for you the next time you fly with United.Kind Regards, [redacted]Corporate Customer Care, United Airlines Case:[redacted]

Dear Mr. [redacted]: I apologize for the difficulty you encountered booking online with your gift certificate.   Please keep in mind the certificate is valid for United/United Express flights only.  The terms and conditions is that you book the travel online,...

therefore the reservation agents are not able to book the travel for you.  They can contact the Online Help Desk for assistance to help you book  the travel online.   The gift certificate is non-refundable.   Enclosed is the link and terms and conditions of the Gift Certificate for your review Gift Certificates are nonrefundable. Gift Certificates are issued in U.S. dollars only. Gift Certificates are valid for five years after the date of purchase. Gift Certificates can be used for air travel purchases, including tickets, taxes and surcharges, made on united.com only. Gift Certificates cannot be used toward checked baggage service charges or non-ticket purchases, including but not limited to Economy Plus®, Premier Access®, Award Accelerator®, Premier AcceleratorSM and Personal Miles®. Valid for use on flights operated by United and United Express® only. The Gift Certificate will be applied to the total price of the airline ticket(s) in any one transaction. Only one Gift Certificate may be used per transaction for the purchase of airline tickets. If the full amount of the certificate is not used for a transaction, you can use the balance toward the purchase of another ticket within the original validity period. The certificate will be null and void if its remaining value is less than USD 1.00. If a purchase made using a Gift Certificate qualifies for a refund, the requested refund will be credited back in the form of an electronic travel certificate. The electronic travel certificate is valid for one year from the date when the electronic travel certificate is issued. Not valid in conjunction with any other programs, such as MileagePlus award travel and United Groups. Valid with any fare types (including united.com Specials and eCertificate redemptions). Cannot be used in conjunction with an electronic travel certificate. Mileage accrual is allowed in conjunction with applicable fare rules for the ticket being purchased. Purchases made with a Gift Certificate do not count toward Premier® qualifying dollars for Premier status qualification. Gift Certificates are fully transferrable until redeemed. However, Gift Certificates may not be sold by anyone other than United. Any Gift Certificate sold by a party other than United is void, and United reserves the right to take any or all of the following actions in connection with a third-party sale of a Gift Certificate: 1) invalidate the Gift Certificate and associated ticket; 2) cancel any remaining portion of the traveler’s itinerary; 3) refuse to board the traveler or carry the traveler’s baggage; 4) assess the traveler for the actual value of the ticket; 5) delete miles in the traveler’s MileagePlus account or take any other action permitted by the Rules for MileagePlus Program; and 6) take legal action against the traveler or third-party seller of the Gift Certificate.  https://www.united.com/CMS/en-US/products/travelproducts/Pages/GiftCertificate...⇄ hope this information if helpful. We appreciate e your business  and hope to see you on a future United Airlines flight soon. Regards, Rosie [redacted] Corporate Customer Care

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. I just hope if we do continue to use United for further excursions, that we will encounter exceptional customer service and be treated with the highest level of respect possible.
Sincerely,
[redacted]

Dear Mr. [redacted], I understand that you were unaware that a breakfast would not be provided in first class when you traveled on June 9th United flight [redacted] from Tampa to Houston.  It disappoints us to learn that you feel we missed the mark this time.  My apologies for the inconvenience...

and negative impression that may have been created.  Information regarding the food offered on our flights is available on our web site.  You may also ask an airport representative if you need meal service information.   As our records show that you traveled in first class on flight 1870, a refund of the fee you paid to upgrade does not apply.  To show our concern, I have authorized a deposit of miles into your MileagePlus account.  You should receive a separate email confirmation within a few days. Your patronage as a MileagePlus member is appreciated. We are looking forward to welcoming you onboard for your next United flight. Kind regards, [redacted]Corporate Customer CareCase [redacted]

July 20, 2017
Dear Ms. [redacted]:
I am responding to a correspondence received from the Revdex.com (Revdex.com).
It's always our goal to provide you with dependable and reliable service, and I regret the situations described in your letter. We appreciate you took time to share your...

thoughts about our services and your recent experience, on July 2, 2017 from New York/Newark, NJ to Miami, FL airport.
I received correspondence from one of our United Airlines Representative stating that you were contacted this morning, July 20, 2017, and your case was resolved with a $500.00 Visa Credit Card and $3,000.00 Electronic Travel Certificate. We hope this gives you a future opportunity to receive the service you deserve.
Ms. [redacted], we look forward to welcoming you and your family aboard a future United Airlines flight.
Regards,
Mrs. Elizabeth [redacted]
Corporate Customer Care
United Airlines
UAL ID: [redacted]
Revdex.com ID: [redacted]

Dear Ms. [redacted]:   United Airlines has been notified by the Revdex.com that you have filed a complaint against us regarding the infant ticket you purchased on February 5, 2017.   I understand from your comments that you had also purchased infant tickets on the other airlines you...

traveled on during your trip.  However, when the United infant ticket was not cancelled prior to departure, this resulted in the ticket having "no value" status. Also, it has since been purged out of our reservations system and is no longer valid. Although I am unable to refund the ticket or the booking fee, I'm sending you an Electronic Travel Certificate, which you'll receive via email in the next few days to off-set the ticket fare and fee costs. I hope this helps "restore" your confidence in our airline. We appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight. Regards,   Candance [redacted] Corporate Customer Care Case:  [redacted].

Dear Ms. [redacted]:   I am sorry; you were unable to convert your certificate to an electronic certificate.   If the expiration date on the certificate is 12/21/2018, then you can make your reservation and send in the certificate as a form of payment by that date and you will be able to...

use it.   If you need assistance booking travel with your paper certificate then please call our reservation department.   Thank you for flying the friendly skies.   Regards,   Cindy [redacted] Corporate Customer Care [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because: they were defensive and gave wrong info(our rebooked flight. Was also delayed-we arrived in DC 2 1/2 hrs later than we were originally supposed to). I also was told at the airport that they intentionally left our bags off the tiny plane they put us on because our bags were too heavy. So they knowingly left them off then never told us. At DCA we were told our bags would be delivered to our home the next day by noon. After many many calls to the UA lost luggage line, each time being given a different story, my husband finally went to DCA yesterday (TUES) morning, causing him to lose 3 hrs of work, to get the bags himself. They never left the airport. And the final straw is that my expensive Fendi watch was missing, so now I have to file a police report. A miserable experience full of lies and rudeness. 
Sincerely,
Alorin [redacted]

Dear Ms. [redacted]:I am responding to the additional information you forwarded to the Revdex.com.  I understand your disappointment that you were unable to change your ticket, and you have not received a response from [redacted].  As a goodwill gesture I have issued you a $325.00 electronic travel certificate.  The certificate will be emailed to you in a few days which will offset the cost of the original ticket.I am glad I am able to assist you and thank you for all that you do.  Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Mrs. [redacted]: I am responding to your comunication sent through the Revdex.com. I regret you were disappointed when your refund request was denied. If your ticket allows changes, you have one full year from the date the original ticket was issued to reschedule your...

travel plans without losing that ticket's value. Change fees and any applicable difference in fare will apply to the new itinerary. Tickets must be reissued within one year of the date the original ticket was issued. We appreciate your business and look forward to welcoming you on board a future United Airlines flight.  Regards, Lilia [redacted]Corporate Customer Care9783091Tell us why here...

Dear Mr. [redacted]:   I regret you were not able to check-in for your recent flight.   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.   I regret we are unable to refund your ticket as it is non-refundable; however I will remove the no-value status and you may rebook the ticket when you are ready to travel again. Please note the ticket is valid one year from the date of purchase and all change fees will apply when rebooking your ticket.   We greatly value your trust and loyalty; it’s always a pleasure to serve your travel needs on United.     Regards,   Ms. [redacted] Corporate Customer Care [redacted]   Tell us why here...

Dear Mr. [redacted]:I am responding to your complaint filed with the Revdex.com.I'm so sorry you were not allowed to check-in for your flight. I can imagine your disappointment since you were looking forward to this trip. When you arrive for check in, we check your travel documents to be...

certain that you meet each country's legal requirements for entry. I sincerely apologize there were no other options that we could offer, and for any miscommunication regarding the required travel documentation needed for your flights. Neither of us wants something like this to happen to you again. It's best to verify current document requirements with the nearest consulates of the countries to be visited. If you have a U.S. passport, a good source of visa information is on the U.S. Department of State's Web site at travel.state.gov under Country Information. We'll also work internally to provide better options and recovery process for affected customers.In addition, I'm sorry you were disappointed with our employee's service. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas. We want to be a reliable airline that's earned your respect. The honest feedback helps us meet that goal. These non-refundable tickets were purchased online. We are unable to honor your request for a refund. However, as a one-time exception, I've authorized a change fee waiver you would normally pay on this type of ticket. You'll just need to call one of our reservation agents within one year of your ticket's original date of issue (5/4/17) and they'll be happy to assist you with your changes. The documentation is in your reservation number: [redacted] Any airfare difference will apply.It’s always a pleasure to serve your travel needs. We look forward to serving you again soon.Regards,Dayna [redacted]Corporate Customer CareCase ID: [redacted]

April 19, 2016Dear Mrs. [redacted]:We are sorry to hear of your complaint filed with the Revdex.com regarding the disappointing experience you and your husband encountered during your March, 2016, travel. Our records reflect that our Customer Care department also responded to multiple...

correspondences we received directly from you regarding your same concerns.  Additionally, you and your husband were each provided with a $500 electronic travel certificate for your inconveniences.    We hope you will find an opportunity to use these electronic travel certificates so we may provide you with the service you expect to receive when you travel with us. Mrs. [redacted], we truly value you and your husband’s business.  We will do our best to provide you both a more positive experience in your future travels.Sincerely,[redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Ms. [redacted]:   Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created.  Your frustration is certainly understandable. We take this opportunity to learn from what happened to...

fix our broken processes.   Please send me by reply email a copy of your receipt from [redacted] for consideration of refund   Thank you   [redacted] Corporate Customer Care case  [redacted] 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.
  Passenger name: Sylvia [redacted] Flight Number: 995Flight Date: 3/3/2018Ticket Numbers (13 digits beginning with 016): [redacted]
Sincerely,
Marci [redacted]

Dear Mr. [redacted]We have been notified by the RevDex.com regarding your complaint.Thank you for your continued interest in the
ticket you purchased under confirmation code [redacted].  I regret our
response was not as you expected with regards to your request for a $1,000.90 refund
of your ticket .  I understand you were
hoping that the fare you were originally quoted online could be confirmed.  Unfortunately, [redacted] Airlines could not
confirm one of your ticket segments and the same fare was no longer available at
the time you purchased your ticket.  Our
records indicate you were appropriately charged the current fare level for your
itinerary, which included flights on other airlines.I am sorry for any misinformation you received
from our telephone agent about honoring fares quoted prior to the purchase of
your ticket.[redacted], our decision remains unchanged, in
that we are unable to provide further compensation above the $200 electronic
travel certificate you have already received as a customer service gesture. 
It is my hope that you can understand that we do not guarantee fares until they
are purchased.   Thank you for allowing me the opportunity to again
respond to your request in this matter.We appreciate your business and hope you choose
United Airlines whenever your travel plans permit.Regards,[redacted]Corporate Customer CareCase [redacted]

Complaint: [redacted]
I am rejecting this response because:
United Airlines is the company that took the money from my account. I have two posted transactions from United Airlines. I don't know what their relationship is with this company and why they both keep passing the buck on this situation and why their trying to not take responsibility for their part in this mess. My life is upside down because of this and it's getting worse. 
Sincerely,
Nora [redacted]

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I'm sorry the Wi-Fi wasn't working properly on October 22, 2017; I can imagine how frustrating that must have been. Your satisfaction is important to us and to apologize for the...

inconvenience, I'm sending you a $150.00 Electronic Travel Certificate which will arrive via email within a few days. our goals match yours. Unfortunately, there may be times when unexpected technology issues arise, preventing us from obtaining that goal. I apologize this happened on your flight. Your feedback will also be sent on to our teams to ensure we continue focusing on our Wi-Fi product. I've taken care of your refund request. Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is [redacted]. 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...⇄ you for choosing United. We look forward to seeing you again soon.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]