United Airlines

Dear Ms. [redacted]:I regret that you are having the difficulty you are trying to resolve an issue with our MileagePlus department.  I h[redacted] read your complaint and I h[redacted] reached out to our MileagePlus department.  I sincerely apologize that you were not awarded the mileage for your [redacted]...

purchase.  You did contact MileagePlus asking why the mileage had not credited your account and as you h[redacted] stated were advised it does take 6-8 weeks and there was never a mention of any issues at that time.  As a goodwill gesture, I h[redacted] authorized 13,000 miles to be added to your MileagePlus account.  Please allow up to 7 business days for the mileage to be reflected in your account balance.Ms. [redacted], United Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards,Sheila [redacted]Corporate Customer CareCase 10042591

Dear Ms. [redacted]:I have retrieved your ticket number and do show that you purchased the ticket from [redacted].com or someone purchased the ticket for you from [redacted].com.  The ticket was issued by [redacted] in the name of [redacted], which is shown as follows:[redacted]/[redacted]TICKET(S):...

[redacted] Travel AgencySEA([redacted].COMThe ticket was for the following flights:[redacted] Airlines flight 2318 DEN-DFW  September 30, 2015United Airlines flight 3659  DFW-ORD     September 30, 2015United Airlines flight 3692  ORD-CLT      September 30, 2015.United Airlines did not issue this ticket.  You contacted United Airlines on January 19, 2016 by submitting a refund request.  A email was sent to you stating that your refund request was being forwarded to United Airlines Customer Care for review.  On January 21, 2016, Ms. [redacted] sent you an email advising that she did receive the email from United Airlines refunds.  She stated at the time for you to please send in a copy of your marriage certificate as this would be a special reviewed case.  You were given case number [redacted]. United Airlines would not have boarded you on the flight as the name of the passenger must exactly match on the passengers ID.  I am confused however as your first flight was on [redacted] Airlines.  What should have happened was to refer you back to your original booking agent which was [redacted].  In having stated that, Ms. [redacted] again is waiting on you to respond to her email as she was going to try to assist you. After reviewing your refund request, your ticket and reservation, United Airlines respectfully declines your compensation request.Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:  I'm responding to a complaint forwarded to us from the Revdex.com.  We value your feedback regarding your United Airlines Gift cards. From what you describe, we failed to meet your expectations for providing good service. Please accept my sincere apologies. I made another call to the GiftCard Center and spoke with Supervisor Jody.  See advised me that she called your contact number this morning 3/8/2016 and left you a voicemail with her contact information to resolve this issue.  Please return Jody's phone call as soon as possible. Again, I'm very sorry for any inconveniences this has caused you. R. LeMarkus [redacted]United Airlines Corporate Customer Care Manager

Complaint: [redacted]
I am rejecting this response because: I would like to remain in contact with regards to the internal investigation. Also, I would like to request a letter of apology for both myself and my Grandmother, Lydia [redacted].
Sincerely,
Matthew [redacted]

Dear Ms. [redacted]:Thank you for responding. I can assure you that there is no willful misconduct on my part.  With your recent correspondence it is now clear that you were dealing with United Vacations, which is a separate department and you will need to contact them directly at ###-###-#### for assistance.We do not handle any package vacations or have any information regarding the packages that are offered.  As I have explained to you in my previous email your confirmation number [redacted] was for 3 passengers, Arina, Iakov and Mordehai [redacted] to travel on July 20, 2017 from San Francisco to Cancun with a return date of July 26, 2017.Each of the three tickets cost $974 and have been used and therefore are unable to be refunded or any changes made to them as they are flown tickets.If you have questions or concerns regarding your package of travel you should call United Vacations and speak to a customer service representative to resolve the issue.  We do not see any information in your reservation regarding hotel or any package deal as we are only able to view the airline (flight) portion of the reservation.  United Vacations contact phone number is ###-###-####.If there were any way for me to view the information and assist you to resolve your concerns, I would be more than happy to take care of this for you.  However, as I stated I am unable to see anything other than your flight details and have no information regarding vacation packages.Best regards,Tonya [redacted]Corporate Customer CareCase ID:  12688134

Complaint: [redacted]
I am rejecting this response because: as I indicated earlier, I ordered my kosher meal months prior to departure and phoned in to confirm days prior to departure, so the 24-hour thing Cindy mentioned is not relevant.  Secondly, Cindy did not address all the delays/calls/conflicting information from United CSR (for RDU to EWR to HKG).  Thirdly, Cindy did not address the issue we experienced upon return at EWR.Lastly, United did not fulfill my existing contract with them, so I think compensation should be made on existing contract (whether in monetary form or in mileage form).  I don't think it is appropriate for United to give me reimbursement for future purchase (future contract is a separate contract), plus I don't think United should solicit future business from me.
Sincerely,
Andrew [redacted]

Dear Ms. [redacted]:  I'm sorry you weren't satisfied with our previous response.   Unfortunately we are unable to refund or reimburse for money that United Airlines does not directly collect.  We have offered you the maximum compensation that we are allowed to offer under our compensation guidelines.   I hope you'll be able to use the compensation to give us another chance to show we appreciate you. I'll include the additional comments to your file. We're listening more than ever and working hard to be your airline of choice. This feedback helps us get there.   We hope your next trip with United will deliver the experience you deserve. Best regards,Tonya [redacted]Corporate Customer Care[redacted]

Dear Dr. [redacted]:I am responding to your correspondence addressed to the Revdex.com regarding your December 28, 2015 travel.I apologize for the inconvenience you experienced as a result of the delay of United Express flight 6282.  Please understand that we do work hard to minimize...

flight problems. Our goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priority. Flight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a result. Unfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis. While we are unable to honor your specific request, as an expression of apologies, we’ll send you a $100.00 Electronic Travel Certificate (ETC) that can be used on a future United or United Express flight. You should receive another email with the ETC within 3-5 business days.  We appreciate your loyalty and know, as MileagePlus Premier member, it’s the experience of flying United that matters most.We look forward to offering you a better experience the next time you fly with us.Kind Regards,   [redacted] Corporate Customer Care Case [redacted]Tell us why here...

Dear Ms. [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. I'm sorry to see you were charged some unexpected bag fees. ...

  I can imagine your frustration since you weren't planning the additional cost. While I won't be able to refund the fees, please let me explain why. The first checked bag fee is automatically waived for the primary cardholder and one companion on the same reservation when a MileagePlus Explorer, Club or Presidential Plus card is used to pur[redacted] the ticket. From my research, I don't see any of those cards used for the reservation. I'll make sure to pass along your feedback, though, so we can review this procedure. I apologize for any confusion at the airport.If you did use the [redacted] Explorer Card or Presidential Plus Card then please provide me with your ticket number and I can refund 2 of the bag fees per the credit card offer. I have requested a $100 travel certificate as a goodwill gesture that will be sent via a separate email in 3-5 business days.   Thank you for choosing United for your travel; we look forward to welcoming you on board a future flight. Regards, Lisa [redacted]Corporate Customer CareCase# 10901872

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]

Complaint: [redacted]
I am rejecting this response because:The Bereavement refund is advertised on United Airlines website. They MUST honor my request for the 20%  refund per thefair trade practices act  United has made NO EFFORT to discount a $900 fare to Cleveland that normally costs about $400 or less. I am requesting a 20% refund  United has a reputation for taking advantage of their customers & this is a screaming example of their lack of sympathy and their concern for making a Profit at the expense of my Grief for the Loss of my Father  United Airlines is contributing to my Grief   Please penalize them for this blatant misrepresentation on their website  
Sincerely,
[redacted]

Dear Mr. [redacted]:Your Revdex.com Case # [redacted] was received in the Corporate Customer Care Executive Services department and forwarded to my attention as the senior case manager. I understand your point of view and recognize you didn't receive the service you expected from our Star Alliance partner...

[redacted] ” when you learned flight 435 was delayed on December 17, 2016. I am very sorry.  Whether you're traveling with one of our partners such as [redacted] or United Airlines, you should be able to count on a safe, on-time, and comfortable travel experience. I regret this didn't happen. Your feedback is important and I've shared it with the proper management team to help make your future travel seamless and enjoyable.  From reading your email, I see we let you down. That's never our intention therefore I am issuing you a $200.00 electronic travel certificate that will be sent in a separate email. Please allow 3 to 5 business days for processing. We want to get all of our customers, especially you, on time to your destination. Unfortunately, there are instances when unforeseen issues must be resolved before we can depart. We'll do what we can to improve.   We appreciate your business to United Airlines and our Star Alliance partners and we look forward to providing the travel experience you not only expect, but deserve, as a valued customer.  Regards,Faye [redacted]Corporate Customer CareCase# 11384087

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

Complaint: [redacted]
I am rejecting this response because: My complaint is not because there are no assigned seats. My complaint is because there are assigned seats. My complaint was in relationship to being assigned a seat from the beginning which did not allow me to change my seat before the day of the flights so that I could sit with my friends. The fact that we are not allowed to set that up several days before hand when I assumed no one had assigned seats as well as on the day off when I had spoken to an attendant and was informed by them that they were " To busy to take care off that kind of task" Is what has made this one of the most frustrating flights that I have ever had with your company. 
Sincerely,
Omar Ortiz-roche

Dear Ms.  [redacted]:   We received your letter from the Revdex.com regarding your concerns and refund request.  I am glad to receive your letter and appreciate having an opportunity to address your concerns.    I am very sorry to learn your disappointment in...

regards to our ticket refund policy and change fees.  Customers booking travel System-Wide (Revenue or Award Travel), will be required to ticket at the time of booking.  However, with United’s 24 Ticket Policy, customers may do the following:   Make changes to their itinerary within the first 24hrs of ticket to avoid penalty fees.Request refunds to the original form of payment.All fees associated with Award Booking, including Mileage Purchase fees can be refunded to the original form of payment when Award is cancelled and set  up for redeposit with the first 24hours of ticketing.FareLock allows you to hold your itinerary and price for either 72 hours or seven days for a fee. This allows time to finalize your travel plans without worrying about flights selling out or the price of your ticket increasing.Information about our ticket policy and change fees are advised during the ticket process.   Based on my findings, I show that you purchased your ticket on November 15, 2017; and changes to your e-ticket was done on November 20, 2017.    Respectfully I regret your refund request for your change fee ($200.00 USD) has been declined as changes to your e-ticket was made past our 24 hour ticketing policy.  However as a gesture of goodwill, I will send you an Electronic Travel Certificate ($200.00) for you to utilize towards your next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Your ETC will arrive in a separate email containing details on how to redeem your certificate.    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.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.   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,   James [redacted] Corporate Customer Care Case ID - [redacted]     Original message: Dear Ms. [redacted]:    I am sorry to hear that you booked the wrong return flight that resulted in your having to pay the $200 change fee and difference in fare.   I know it wasn't your intention and I understand your request. Regrettably, as change fees cannot be refunded, we are unable to grant your request. I'll pass along your feedback, though, so we can review the policy. We appreciate your understanding.   Thank you for choosing United and our MileagePlus program.   Regards,   Katherine [redacted] Customer Care Case [redacted]     Original Message Follows: ------------------------ From: "regina[redacted]@yahoo.com" <regina[redacted]@yahoo.com> To: [email protected] Subject: Fares/Pricing Date: November 29, 2017 6:59:19 PM CST   Submitted: 11/29/2017 6:59:19 PM Remote Host: 173.12.36.185 User Agent: AppleMAC-Safari Signed In: Yes   Name: Regina [redacted] E-mail Address: regina[redacted]@yahoo.com Home Phone Number: (847) 401-8847 - United States Business/Other Phone Number: (847) 401-8847 Address Type: Home Address: 647 Bernard Dr Buffalo Grove, Illinois 60089 United States   MileagePlus Number: KV322761 - Member   United Ticket Number : 0162374492664   Subject: Fares/Pricing Reply: Not applicable   Message: Dear Sir or Madam, I’m contacting you today to kindly request that you reconsider your decision to decline my refund request (details below).   PASSENGER: [redacted]/REGINA TICKET(S): 0162924603961 REQUEST ID:23513673   In my request, I had explained that I accepted a new job and needed a ticket to get to the new office on Monday, November 27 by 1pm. I had provided a screenshot of an email that demonstrated my employer’s request for me to be at the office at the specified time. I’ve never worked remotely before and in the excitement and haste, I inadvertently purchased a 9 PM ticket instead of a 9 AM ticket. I was devastated when this was brought to my attention and immediately called United. Your customer service agent was great and helped me rebook my ticket to the AM flight. I paid the difference in the cost of the ticket ($55) and was shocked when he notified me that there is an additional $200 re-booking fee as well. As such, I paid the $255 even though there were other flights I could have purchased for less money. Your representative said that United is very understanding and considering that this is my first time ever that I made such an error, there was a high probability that the re-booking fee would be refunded. Unfortunately, my request for the refund was denied. The error is genuine and unfortunate but I just can’t afford the $200 fee. My husband earns very little money so I’m the main source of income for us and our 3 kids and we struggle just to make the end meet. I’m so sorry it happened, and I kindly request that you PLEASE reconsider your decision to deny my refund. I can provide any additional information you may need and would be beyond grateful if you would empathize with my situation and refund the fee. Thank you so much for your review and consideration.   Flight Number: 1705   Flight Date: 11/27/2017 Origin: Chicago, IL, US (ORD - O'Hare) Destination: New York/Newark, NJ, US (EWR - Liberty)   Airport: None Date: None

Dear Ms. [redacted]: Your correspondence addressed to the Revdex.com has been forwarded to my attention for review.  Please accept my apologies, along with those already extended by my colleagues, for the interruption to your travel schedule on November 26, 2015.  Our records...

indicate that our agents clearly advised you that if you wanted to travel out of Mexico City that it would be your responsibility to secure tickets on your own.  As my colleagues have already issued two $100.00 electronic travel certificates and 10,000 goodwill miles to your Mileage Plus frequent flyer account, I am unable to offer any further compensation.  I appreciate your understanding. Ms. [redacted], I know that when United fails to deliver the service you anticipate you doubt our desire to be an airline you can count on.  You expect a dependable and easy travel experience.  Your frustration is understood and I apologize. We strive to provide all of our passengers with the quality service that they have come to expect from United and our code share and Star Alliance airline partners. Best regards, Mary [redacted] Corporate Customer Care Case ID: 9835283 Tell us why here...

Dear Mr. [redacted]:I spoke to you on the phone and I made the authorization to issue you and your travel companion electronic travel certificates without any additional charges.United Airlines does appreciate your business and you should have received the certificates that I made the authorization for without any charges.  If there is anything else that you would like to speak with me concerning, please feel free to reach out to me.Regards,Sheila [redacted]Corporate Customer Care

Dear Mrs. Moltazama [redacted]I sincerely apologize that your bag was lost and the communication between yourself and United Airlines Baggage Resolution.  I do see that there was a case that was opened and then closed in Janaury 2017.  There was another case open and is still showing as...

open and was forward to claims.I have reached out to our Baggage Resolution office and requested that you be contacted by telephone within 7 business days.  I certainly understand your frustration and disappointment and I regret that you had to contact BRC several times concerning this case.I have filed your complaint and please know it is never our intent to disservice any passenger that travels with United Airlines.  As a goodwill gesture, I have authorized a travel certificate for you.  The certificate will be sent to your email address within 24-48 hours.  The certificate is valid one year from the date of issue.  This certificate is again a goodwill gesture due to your lost bag.United Airlines does appreciate your business and we look forward to serving you and your family on your next United flight. Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:Thank you for contacting United Airlines Customer Care; I am responding to your letter forwarded to us by the Revdex.com. We welcome the opportunity to address the concerns you shared with us.I understand you are inquiring about a $350 E-Certificate you used toward...

Reservation Record Locator: [redacted], which you cancelled and were advised a new E-Certificate would arrive in 24 hours.However, while the purchase price is refunded to the original form of payment in 2-3 business days, our Reservations department has advised an E-Certificate used in a reservation that is cancelled will be usually re-issued in 7 to 14 business days, we apologize for any misinformation. Further, due to a backlog please be advised the wait time could take up to 21 business days. We regret we are unable to expedite the process.It is never our intent to inconvenience our passengers, and I regret your expectations were not met. As a goodwill gesture, please accept the travel certificate we are sending in a separate email. Please allow up to 7 business days for  processing.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support.  Thank you for being a MileagePlus member and we look forward to serving you again soon.Regards,   James [redacted] Corporate Customer CareCase:  [redacted]Revdex.com Case#: [redacted]

Dear Mr. [redacted]:  We have received the Revdex.com and Department of Transportation complaint with regard to your request for a refund of the economy plus fees and baggage fee.  I have authorized the refund of your $79 and $83 economy plus seat fee. In review of the correspondence with our Executive Services Corporate Customer Care Manager Ms. [redacted], she has issued you an electronic travel certificate and refunded the $52 baggage fee that you are disputing.  We sincerely hope that you are able to accept the electronic travel certificate in the spirit in which it was proffered as we do consider it an honor and a privilege to welcome you back.   Although we will consider this matter closed, our goal is to remain your preferred carrier, and we understand the importance of providing consistently safe, reliable and professional service to achieve this objective. Given the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide.     With kindest regards,  Cindy [redacted]Corporate Customer Care [redacted]