United Airlines

Dear Mr. Wang: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 trying to change your wife's...

MileagePlus account address.  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.  Could you please send me her MileagePlus Silver account number and new address?  Also, does she have a student ID and any student mail with her address that you can supply a copy of?  I'll consult with our MileagePlus Department to see what we can do to make this happen.  Please know that MileagePlus may require specific information to protect the integrity of the account.We apologize for the inconvenience and thank you for bringing this to our attention.  As a loyal Premier Silver member your business and satisfaction does matter to us. Regards,   Juan [redacted] Corporate Customer CareCase:  [redacted]

Dear Ms. [redacted]:   I am sorry for the delay resulting in you needing to locate alternative transportation to continue to your home on December 18. We receive your inquiry via the Revdex.com, case [redacted].   Please accept my personal apology you seem to be caught up in red...

tape between the two airlines. Please allow me to outline the challenge here; upon review of your ticket, it was purchased through [redacted], and still is listed on [redacted] ticket stock. This means that [redacted] collected all the funds and has control over the ticket.  Normally once travel is completed United would have invoiced [redacted] to get our portion of the funds; however, since travel was never completed, logistically we have not collected any funds from [redacted].   [redacted] on the other hand must be looking at your ticket, stating their part of the travel ( the outbound) was completed and referring you back to United.  I have contacted our Refunds department on your behalf for any guidance in this matter, as our hands are tied, to actually process any funds back to you.  I do estimate the amount of the refund will be just over $100, as the major portion of the fare was on the outbound and third segment.   It may be early next week before I have more information to help you.  In the meantime, I believe the best course of action is to have the travel agency reach out to their contacts at [redacted] to get the refund processed.  I will put a note in the reservation, United is approving a refund process if [redacted] can manage it, I am not sure this will help, but it will be there.   What I can do for you today is offer you a goodwill gesture in the form of a $250 electronic travel certificate for your inconvenience. The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, [redacted] and [redacted]t Airlines.  Please allow 3-5 business days for delivery on a separate cover to your email.   Again, my apology for this inconvenience, I am sorry I am unable to help you more at this time.  If I can get more information, I will contact you directly via email. We appreciate you flying United and hope to do better by you on your next travel with us.     Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the RevDex.com.  My thoughts go out to you and your family during this difficult time.  I am sorry to hear you were required to gate check your carry-on bag on February 24,2017 due to limited...

overhead bin space and I understand your frustration.  I also understand your disappointment that your bag was sent to your final destination on the ticket which you did not continue on.  I realize your bag was not sent back to you for several days and I am truly sorry you did not receive the help you expected or deserved during this stressful time.Unfortunately; I am unable to reimburse you for all of the out of pocket expenses you incurred while waiting for your bag.  However; as a goodwill gesture I have issued you a $200.00 electronic travel certificate that will be emailed to you in a few days.  We hope you will use the certificate and give us another opportunity to serve you better on a future flight with us.  I hope you have a nice day. Regards, Susan [redacted]Corporate Customer Care
[redacted] 11776871

Dear Apurva [redacted]:I'd really like to help you but I’m missing some details I need to review your request.  Try to provide as much of the following information as you can, along with a brief summary of your request. Passenger name(s):Frequent flyer number (if available):Flight...

Number:Flight Date:Ticket Numbers (13 digits beginning with 016):Confirmation number:Approximate Departure Time:Flight from:Flight to: You can find this information on your receipt. I'll be happy to respond once I review the information you provide. I appreciate you chose United for your travel and welcome the opportunity to assist you.Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

Complaint: 11180203
I am rejecting this response because: We have already communicated with Ms. ** and Mr. [redacted] that's the previously offered travel certificates do not justifiably compensate these individuals for the damages incurred by United Air**nes. Furthermore, travel certificates have been dec**ned as they strictly **mit these individuals to travel with United Air**nes, which from this experience and United's overall lack of concern for their passenger's well being while stranded in another country has led them to no longer choose United for their travel needs.
Sincerely,
Richard [redacted]

Dear Mrs. **:I am responding to your communication submitted to the Revdex.com. Please allow me to add my apologies to those already extended by my colleague for your frustrating experience. While we are unable to fulfill your specific request, in lieu of a $15 refund, we'll authorize a $25 *** Gift card which will be sent to the following address:*** *** **
*** ** *** Please allow approximately 15-20 business days for processing and delivery.   The travel certificate is yours to keep as we do not offer complimentary upgrades. We appreciate your business and hope you will consider United whenever your personal or business plans include air travel. Regards,Julie ***Corporate Customer CareCase ID ***.

Complaint: 11126518
I am rejecting this response because:Dear Sir, This would have been an acceptable response had, the issue been resolved with one or 2 email correspondence. However, my correspondence with your Customer Service has been going on for a month! Even after wasting so much of time, finding the e-ticket number with your partner airlines (Even after providing boarding passes and ticket itinerary), the reply that has come from your side is another disappointment. P.S: I am attaching ONE OF THE MANY email correspondences, I have had with your Customer Support This issue would have been simplified, if the e-ticket number was mentioned by your partner airlines on the boarding pass, which caused a LOT OF heartburn ! I would request that I be compensated fairly for this gross inconvenience and wastage of time without any positive resultFurther, I request you to take this issue with the Star Alliance Members to print e-ticket numbers on the Boarding passes and to take this issue within your company in order to do so.I would appreciate, if I could receive any type of acknowledgement for the same from your higher management to lookup into this issue.Thank you for your time. EMAIL CORRESPONDENCE:HR052428 Dear Mr. [redacted], Thanks for providing the information we needed. We apologize for the inconvenience this has caused you. We will include your feedback in our process of evaluating improvements to our product as well with our partners. Meanwhile, your missing mileage request is not eligible for credit.  The fare class "V" purchased for your partner airline travel is not a valid fare class for MileagePlus earnings.The fare basis determines the cost of a ticket and each flight segment has its own fare basis. The first letter of the fare basis is the class of service or fare class.   Our partners set the fare classes that are eligible for earning frequent flyer mileage and these fare classes are subject to change by each partner. Please note that the fare class that appears on your passenger receipt or E-Ticket receipt may differ from the fare class the operating airline uses to determine MileagePlus flight credit.  United Airlines abides by all contractual agreements with partner airlines, including honoring our partner's decision to exclude certain fares from earning MileagePlus miles.MileagePlus mileage credit is based on the fare class purchased, which may be found on the eTicket receipt.  For crediting mileage, we are unable to use the class “economy” or “coach” on an itinerary or ticket receipt.  In addition, the "class" displayed on a boarding pass may only indicate the cabin assignment and not necessarily the fare class purchased.  For the most current fare classes and complete details regarding earnings with our current partners, please visit www.united.com/air and then click on the specific partner name from the list.Whenever possible, we try to accommodate our customers' requests and I'm sorry that we cannot do so in this instance. We value your business and look forward to serving you in the future.  Regards, Jhessa Marie [redacted]MileagePlus  This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL. Original Message Follows: ------------------------ This is the e-ticket number for Jet Airways.[redacted] Boarding Pass and ticket itinerary already sent.This is NOT for EVA, but Jet.Please take up the issue of printing e-ticket number on the Boarding passes with your STAR ALLIANCE MEMBERSIt is SO INCONVENIENT to your customers ! Thanks, Amod On Wednesday, February 10, 2016 2:27 PM, "[email protected]" <[email protected]> wrote: HR052428 Dear Mr. [redacted], Thanks for your reply. I am sorry that your miles from Eva Air did not automatically post but we would need the missing flight information from the customer.  If you do not have the ticket number on your itinerary, then you will need to contact Eva Air to get that information to provide to us to request the missing credit.   We appreciate you taking the time to contact us. Regards, Kim [redacted]MileagePlus® LeadRepresentative “This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL.”   Original Message Follows: ------------------------ The travel agent did not give any ticket number. I have given you the copies of the Boarding passes and the copy of the ticket. Now, the onus is on you to take the necessary action.If you are unable to do so, I request you to please contact the airline. They should be the ones to have the ticket number, in first place, on either the Boarding Pass or the ticket.Otherwise, please escalate the issue. Thanks, Amod On Tuesday, February 2, 2016 4:14 AM, "[email protected]" <[email protected]> wrote: HR052428 Dear Mr. [redacted], Thanks for writing. We are unable to process your missing flight on January 5, 2016 Mumbai to Doha since the documents you have submitted doesn't contain the ticket number. The ticket number is required in order to process your request. The ticket number can be found on the ticket or passenger receipt. If you no longer have the ticket number, you may contact your travel agent or the partner from which you flew to obtain the ticket number. Ticket numbers are 13 or 14 digits. On the other hand, we are unable to process your flight with Qatar Airways.  The airline you flew is not a partner in the MileagePlus program.Please visit the Airline Partners and Global Alliances page to see a list of our airline partners.We look forward to your reply. Regards, Jenina [redacted]MileagePlus  This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL. Original Message Follows: ------------------------ Please find with this email, the Boarding Pass and the ticket.Please let me know, when the missing miles will be credited? Thanks, Amod On Friday, January 29, 2016 5:40 AM, "[email protected]" <[email protected]> wrote: HR052428 Dear Mr. [redacted], Thanks for writing back to us. We understand where you are coming from; however, in order for us to process your request for mileage credit, we really need a copy of your ticket receipt and boarding pass. Some partner flight requests require a copy of both the boarding pass and the ticket, passenger receipt or travel itinerary (that includes the ticket number, price, flight numbers, class of service, dates and cities of travel).  The ticket receipt shows if the fare is eligible for credit and the boarding pass confirms that you flew on the flight.  If you no longer have your passenger receipt, you may be able to obtain it from your travel agent or the airline on which you flew.  If you no longer have your boarding passes, you may request a boarding certificate from the airline on which you flew. You may submit a copy of your receipt and boarding passes, along with your MileagePlus account number at: www.united.com/ContactMP All requests for missing mileage credit must be received within 12 months of the flight date. We appreciate you taking the time to contact us. Regards, Paul [redacted]MileagePlus  This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL. Original Message Follows: ------------------------ I am not sure whether it will show the ticket number, as the itinerary as well as Boarding Pass doesn't seem to have it. How much more inconvenience would you be willing to put your members through?Should it not be airlines responsibility to take care of this??????I can send you the copy of boarding pass, itinerary and mileage plus number.Please reply, If you are unable to help.I would ask that you raise this issue with your Supervisors!I had been told,  United was improving, but it seems it is the same story still ! Thanks, Amod On Monday, January 25, 2016 4:52 PM, "[email protected]" <[email protected]> wrote: HR052428 Dear Mr. [redacted]: Thanks for writing. We are unable to validate the flight information you provided.  In order to credit your account, we require a copy of your ticket, passenger receipt, or travel itinerary (that includes the ticket number, price, flight numbers, class of service, dates and cities of travel) and a copy of your boarding pass(es). Please send these documents, along with your MileagePlus account number atwww.united.com/ContactMP .  Please note, only the following file types will be accepted: .pdf, .jpg, .gif, .tif and .tiff. File size should not exceed 1.1 MB. All requests for missing mileage credit must be received within 12 months of flight date.   We appreciate you taking the time to contact us. Regards, Elena [redacted]MileagePlus This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL.  Original Message Follows:------------------------ Submitted: 1/24/2016 3:15:25 AMRemote Host: 76.88.46.207User Agent: AppleMAC-SafariSigned In: Yes Name: Mr. Amod [redacted]E-mail Address: amod_[redacted]@yahoo.comMileagePlus Number: HR052428Premier Status: 0Category: NoneSubject: Mileage CreditReply: Yes Message:Hello, The mileage on the Jet Airways flight from Mumbai (BOM) to Doha (DOH) is missing for 05th Jan 2016. My United Frequent Flyer number:HR052428  Flight Number 9W0560 Seat 34A Cannot locate Eticket number on the Boarding Pass? Please provide me with the missing miles.Please let me know, if you need any other informationSincerely,Amod [redacted] *This is one of many email correspondences with your Customer Service

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. Below is the information requested to provide a refund. Since these were purchased through [redacted] travel agency will the refund be issued to them or directly to me? If it goes to [redacted] I would request to be notified when the payment is issued and the check#/confirmation number.Please advise if any other details are neededMy original ticket #s were:0[redacted]My new tickets which incurred the change fees were:[redacted]
 
Sincerely,
[redacted]

Complaint: 11125325
I am rejecting this response because:The booking process did not clearly identify that it was a bus service.  Regardless of how you describe it, it is not visible to the customer when booking online.  United is not a bus line.  You are an Airline.  It is unreasonable for a customer to expect anything other than a flight when booking with United Airlines.  It's unfortunate that you feel you have no responsibility here.  I will choose other carriers in the future for my air travel.  I believe your practices are dishonest and deceitful and will share my experience with as many of my family and friends as possible and encourage them to choose other carriers as well.  It's shameful and a clear reminder that your customers are not your priority. 
Sincerely,
Donald [redacted]

Complaint: 11745867
I am rejecting this response because:My mp account is EG788318, for my question, I have contacted the China customer department directly already, but they told me to ask the help from the IHG rewards. And when I contact the IHG, they told me I should seek the UA! Your advice is still letting me contact your USA customer service center, sorry, I can not speak a good English, there will be a barrier in communication! I hope you could deal with my claim via email, or that would be a cheating to the customer!
Sincerely,
Haoyang **

Dear Mr. [redacted]: The Revdex.com has forwarded your correspondence to my attention.Your email clearly expresses your disappointment that you were not provided the correct flight destination by our reservation, and was charged a change fee of $100 per person. I have authorized...

that you be refunded the $200 change fee back to the original form of payment. This is your reference number [redacted] and [redacted], please allow 5-7 business days for the refund to post to your credit card.We appreciate your business and we look forward to welcoming you onboard a future United Airlines flight. Regards, Lisa [redacted]Corporate Customer CareCase# [redacted]Cas

Dear Ms. [redacted]:I am responding to the additional information you forwarded to the Revdex.com.  I understand your disappointment that your MileagePlus account was closed.  I spoke to Sue Weiler about this case.  She stated if you need any additional details to email Corporate Security at [redacted]@united.com.  Unfortunately; she is unable to open up your MileagePlus account and I am truly sorry. Thank you very much.Regards,   Susan [redacted] Corporate Customer CareCase:  [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]   I accept the offer of $25 and $100 certificate.

Dear Ms. [redacted]: Thank you for providing additional information.  In order to assist you with the funds you state that United has on hold and need to be released, you will need to call United Reservations at 1-800-UNITED-1 and our Reservations representative will rectify this matter.  Please make sure you have the following information on hand:  the name of your bank, the name of your bank’s Authorization Holds Department, the fax number for your bank’s Authorization Holds Department, and the name of your bank’s employee who will handle the request.  Thank you for your cooperation, Ms. [redacted]. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10059414

Dear Ms. [redacted]-[redacted]:I regret that you are disappointed with United Airlines ticketing policy.When you purchase a non-refundable ticket and have to make any changes to the ticket, you would be responsible for a change fee as well as any fare difference that you might have when reissuing the...

ticket.  United Airlines does not refund non-refundable tickets.  If your plans change and you no longer going to travel on the flights that you have purchased, you would contact United Airlines reservations, they will cancel the flights and advise you that the ticket is valid one year from the date of issue.  You have one year to reissue the ticket.  At the time that you reissue the ticket, you again would pay the change fee and fare difference there might be.United Airlines also has an illness policy if that is a reason why the tickets had to be cancelled.  The illness policy states that the passengers would cancel the flights, the ticket is valid one year from the date of issue.  The passengers would reissue the tickets paying any fare difference and change fees.  The passengers would then send in medical documentation to United Airlines refunds.  United Airlines refund department would then refund the change fee minus a $[redacted] processing fee.  Again, the tickets are valid only one year from the date of issue.If you would like to me retrieve the ticket, please send me the ticket number or confirmation number.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr.  [redacted]:   We received your letter from the Revdex.com regarding your recent experience with us.  I am sorry to learn you were not successful in selecting your preferred flights using your Travel Award Miles.  Respectfully, I regret you request to...

receive two business class Mileage Award tickets have been declined.  Please understand that our Travel Awards are capacity-controlled, which means there are limits on the number of award seats released for each flight and some dates are restricted. Each airlines ([redacted]) have a special department responsible for accurately forecasting and managing the release of various fare buckets for each scheduled flight. All fare types, including MileagePlus award and award upgrades, are released based on several factors: the available seats in the market, the size of the scheduled aircraft, the peak travel periods for that city, and the historical data from the "no show" records. A limited number of award seats are released several months in advance, but our personnel are constantly re-evaluating the data for the opportunity to release additional award seats.   Our MileagePlus program offers several different Travel Awards to assist you with your preferred travel plans.  So we assist you in findings alternative flights on United Airlines and our [redacted], please contact our Travel Awards specialist at our Reservations Department at 1-800-[redacted].  Our Reservations Department is open 24 hours / 7 days a week.    You may also visit our website for more details on our Mileage Award Program.  www.United.com > MileagePlus   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...

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.
United Airlines staff were helpful in resolving my complaint before Revdex.com got involved. I appreciate their help in this matter.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12380377, and find that this resolution is satisfactory to me.
Sincerely,
Danielle [redacted]

Dear Ms. [redacted]:Your correspondence with the Revdex.com has been
forwarded to my attention for review.Please accept my apologies for the flight irregularity that
caused you to be rerouted on Air Canada.  I was sorry to learn that the agents were unable to get your baggage
rerouted...

to the same destination causing you additional time and expense.  Please provide me with your boyfriend’s name
and your ticket information so that I may look into your concerns.  I look forward to hearing from you so that we
may resolve this matter.Ms. Ayana,  your
business and satisfaction are especially important to us.  We understand the value of your decision to
fly with us and we'll make every effort to leave a better impression when we have
the privilege of serving you again.Best regards, Mary Beth [redacted] Corporate Customer CareCase ID:  9695184Revdex.com10944400

Complaint: 11114129
I am rejecting this response because: No receipt has been supplied and direct communication with united is limited to ~1 email per week making it impossible to actually resolve this issue in any timely fashion, the complaint and issue are still unresolved  
Sincerely,
David [redacted]