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.
Complaint #[redacted] has been resolved. United has finally issued my award miles travel ticket.   THANK YOU!   [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I could take your terms and conditions. It's fine if I'm not allowed to enroll MileagePlus again. But still, I want my apology from Larry based on his misleading accusation regarding I achieved Americans Platinum status by using your "non-existence" United Platinum status. If United team do this in a professional manner I'm sure the apology is required.Thanks for taking time regarding this issue even not replied in a timely manner,
Sincerely,
Xiaokun [redacted]

Dear Mr. [redacted]: Thank you for responding. I regret our agents in St. Lucia did not charge you for overweight bags as they are required to.  I have forwarded your concerns to our airport management for internal review and handling.  I can assure you our scales are calibrated and checked often for accuracy. As this is a situation best handled at the airport; you may request a supervisor in the future. Also, we are unable to reimburse you for your headphones.  Incidents of damage should be reported immediately upon arrival so that we can access the damage to see where it occurred. I am sorry you are unhappy with our handling of this situation and the goodwill offering. As a one time exception; I have voided the $100 certificate and issued a new certificate for $200. I hope you will use the $200.00 certificate in the spirit in which it was intended. Thank you once again; your business is appreciated.  Kind regards, [redacted]Corporate Customer Care Case [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11100860, and find that this resolution is satisfactory to me.
Sincerely,
Jill [redacted]

Ms. Stein [redacted] also contacted the US Department of Transportation regarding this matter. I've included a copy of my response to Ms. Stein [redacted] below. Sincerely, Charles [redacted]   Corporate Customer Care Case ID [redacted]..........................From: [email protected]...

[mailto:[email protected]] Sent: Tuesday, March 14, 2017 3:20 PM To: Heather [redacted] Subject: United Airlines [redacted] - (HEATHER STEIN AGUIRRE) [redacted]) Dear Ms. Stein [redacted]:   Your email addressed to The US Department of Transportation was forwarded to my attention. I regret you were not aware of the additional miles required to change your MileagePlus award tickets, and I can empathize with your disappointment.   As my colleagues noted in their earlier responses, when you change your award travel ticket, the same type award may not be available and the changes may result in a difference in miles. When you made the change on February 7, I see that only a Standard award for more miles was available for the return. In this instance, 10,000 miles (Saver Award) was the charge for your outbound and 25,000 (Standard Award) was the charge for the return. Your E-Ticket receipt issued on February 7, 2017 does reflect the $125 change fee per ticket and the 70,000 miles cost for your award tickets.   Although the charges are correct, I’m concerned about any misunderstanding and will be depositing 30,000 miles to your MileagePlus account as a gesture of goodwill. Please allow 5-7 business days.   Thank you for your business and MileagePlus loyalty. We look forward to seeing you on your next United flight.     Sincerely, Charles [redacted]   DOT Specialist Corporate Customer Care Case ID [redacted]

Initial Business Response /* (1000, 5, 2015/10/26) */
Dear [redacted]:

I'm responding to a complaint forwarded to us from the Revdex.com.

We value your feedback regarding the redeposit of 35,000 miles back to your account. From what you describe, we failed to meet your...

expectations for providing good service. Please accept my sincere apologies. That saidplease know the the agent your daughter spoke with made an error in taking your credit/debit card for the $200.00 fee which has been refund back to the original form of payment submitted on October 25, 2015. Per our MileagePlus policy, you're not entitled to any unused miles deducted once you travel any portion of that ticket. Our records indicates you used the outbound portion of the ticket # XXXXXXXXXXXXX and traveled:
CA XXX XXJUN15 X [redacted] CA USED
UA XXX XXJUN15 X [redacted] UA USED
I apologize for the miscommunication. As a one time exception, I have authorized MileagePlus to redeposit the 35,000 miles back to your account and I have void the return portion of this ticket. Please understand the Terms and conditions of any future tickets you purchase before submitting payment.
Most recent account activityDate Description Activity
10/26/2015 Goodwill Mileage Adjustment 35,000
Thank you for your business.
Regards,

[redacted]
Corporate Customer Care
XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted]
Thank you for your response. My mother and I accept the apology and thank you for refund the 35,000 miles. For the record, I still think it is unfair that we cannot refund the second part of the roundtrip ticket, because my mother spent 70,000 miles on the roundtrip ticket, 35,000 miles on each way. My mother could have purchased each way separately, it would still cost 70,000 miles for her, but the second ticket would be refundable. In my opinion, this is an unfair rule to senior customers like my mother, who's not good at identifying these details of the pricing game. I hope United Airlines can change this unreasonable rule. 35,000 miles might be nothing for big companies like United Airlines, but it is considerable for people like my mother, who was blaming herself for several days because of this incident.
I sincerely hope you could consider our suggestion.
Yours Truly,
[redacted]

Dear Mr. [redacted]: This is the United Airlines response to your letter to the Revdex.com. I certainly apologize for the delay and any incomplete communication as this was certainly not the trip any of us wanted for you and your family. Since we were able to protect you on [redacted]...

Airlines, [redacted] became responsible for the bags by standard industry agreement.  Therefore [redacted] handles any follow up and/or expenses per their policy. The United Bag Desk shows that all 4 bags were delivered on July 10th but If you have not done so, please contact [redacted] regarding possible compensation of an explanation of why bags were not delivered to you, if that was the case.   As a tangible form of our apology and since I cannot undo the circumstances you experienced with the delay of flight 1439, please accept a travel voucher in the amount of $200. Each to you and Mrs. Amanda [redacted]. They will be emailed to you within 2-3 days showing terms, conditions and a one-year validity period. Vouchers may be used on United or United Express worldwide and may be applied to the travel of a friend or family member, if you so choose. Regards, Eve [redacted] Corporate Customer Care Case:  [redacted]

Dear Ms. [redacted]:I'm sorry to read about your parents recent travel experience and that they were not given the correct information regarding their baggage allowance.From reading your letter, we let your parents down.  I'll make sure to pass your feedback on so we can improve.  That's our...

first step.  I'm also sending each of your parents an Electronic Travel Certificate, which will arrive via email in a few days.  I hope their next flight with United will be a more pleasant experience.  Once again, I'm sorry.Thank you for your business and loyalty.  We look forward to welcoming your family on board your next United Airlines flight.Kind regards,Tonya [redacted]Corporate Customer CareCase ID:  [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn about the baggage damage you and your family experienced on August 18, 2017, as well as for the difficulties with receiving the electronic travel...

certificates. I know you have been corresponding with our Baggage Resolution Center, and their records reflect you were promised three $100 electronic travel certificates as a goodwill gesture and several attempts were made to email the travel certificates to you.  I wanted to let you know that I am sending you the three electronic travel certificates for your records via your personal email address.  You will receive the email with the three attachments of the travel certificates within 24 hours.  We look forward to welcoming you onboard United again soon. Sincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care Case [redacted] Tell us why here...

Dear Mrs. [redacted],   I am sorry to hear that you are disappointed with my reply.    When your complaint was initially received from the Revdex.com, your request for additional consideration due to the error that occurred was carefully reviewed.  Based on your comments, the complimentary Economy Plus seats were provided at your request, and you feel this is insufficient in light of what occurred.  While I decline your request for further complimentary seating or Premier access, to show our concern for your disappointment I have authorized a mileage deposit into your MileagePlus account.  You should receive a confirmation of the deposit within a few days.   We count it a privilege to serve you and are looking forward to welcoming you and your daughter onboard.   Kind regards,   Dana [redacted] Corporate Customer Care Case 10108788

Complaint: [redacted]
I am rejecting this response because: This is not a rejection,please hold and let me explain. You sent this refund to the credit card Joel must have used when he scheduled the flight. It may be clear on your end but please KEEP THIS FILE OPEN because [redacted] is the one account I was not completely listed on at [redacted] untimely death. I have sent probate packets to [redacted] but they have not resolved these accounts. No one can even give me the proper division to contact. I am not able to verify this credit. I spent yet another hour or more today just asking if they would verify this for me but alas,  I get switched from department to department with no resolve. [redacted] is SO big and unmanageable that I may never be able to verify and get access to the funds involved and I need them. I have a lawyer now and await his actions and assistance with this matter. How sad for all involved especially me. United, I fear another huge impersonal company, made no effort to contact me and let me know about this transaction despite my contact info included on the correspondence.Ms. [redacted] I know you are a busy individual within a huge system but if you have any heart at all you will bear with me through this correspondence until I can settle this situation and verify the credit. I am so grateful that there is a service company like Revdex.com to intervene on behalf of individuals. Our world is so impersonal and scarey these days it makes me want to crawl into a hole. It just isn't fair to be at the mercy of corporate American without any means of resolve.incerely,
[redacted]

Dear Mr. [redacted]: I’m sorry we didn’t get your parents to their destination as scheduled. Direct customer feedback about our products and services is so important in helping us to improve.  You should be able to count on us for reliable transportation, and we let you down this time. Although...

I can’t change the event that caused the delay, I would like the opportunity to make things right with you and regain your trust.We value your business and would like the opportunity to express our appreciation.  We invite your parents to visit united.com/appreciation to select a goodwill gesture.  To review your options, please have the following information available before accessing the website: flight number (rescheduled flight number, if applicable), travel dates and last name as well as either a 1) confirmation number 2) ticket number or 3) MileagePlus number.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Cindy [redacted]Corporate Customer Care[redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
Dear Ms. [redacted]:
The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the difficulties you experienced with your reservations upon checking in for your flight on June 21,...

2015. We are focused on delivering great customer service, and your feedback will help us as we strive to meet this goal. As a gesture of our concern, we would like to present you with an electronic travel certificate which you will receive under separate cover. Please allow at least 48-72 hours for receipt of the travel certificate via email. In the meantime, your patience is appreciated.
Thank you for your patronage, Ms. [redacted]. We look forward to providing you with a more positive travel experience.
Sincerely,
[redacted]
Corporate Customer Care
United Airlines Case ID XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response. Its fair and I really appreciate your customer service. I look forward to hearing from you again. Thank You..

Complaint: [redacted]
I am rejecting this response because:Once again you are giving a canned response and taking no responsibility for your employees actions. You are telling me that this is something beyond your control, which means United airlines has no control over its passengers baggage. Is that what you would like me to tell all of my friends via social media? Read this slowly. The weather was NOT the issue that caused me to incur expenses that your staff told me would be reimbursed. Let me say it again in case you were daydreaming or too busy rejecting another customers request for service with a canned answer about the weather being out of your control. The weather did not cause the issue.
Sincerely,
Mark [redacted]

Dear Ms. [redacted]: I'm sorry your travel plans were initially interrupted by the weather.   I can certainly understand your frustration missing so much time on a short trip. We're working hard to improve our recovery in these situations, while keeping safety our top priority and working...

closely with Air Traffic Control. Normally, we are not able to offer compression for events out of our control; however, we cannot ignore the impact to you and wish to offer a goodwill gesture to offset your expenses. You will receive a $150 electronic travel certificate.  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. We look forward to a future opportunity to provide the reliable service you deserve on United.   Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Dear Mr. [redacted]:   I would like to apologize for the inconvenience you experienced when your special meal was not provided.   We understand the diverse dietary needs of our customers, and we offer a variety of special meals in select markets. We do our best to honor each request.   ...

To help us meet your expectations, please submit your special meal requests 24 hours in advance by contacting Reservations. If you have specific dietary requirements, you may consider carrying your personal food choices onboard with you.   I’m sorry your flight didn’t reflect the service you deserved.   From reading your email, we let you down. I’ll make sure to pass your feedback on so we can improve. That’s our first step. I’m also sending you an Electronic Travel Certificate, which will arrive via email in a few days. We want to deliver a comfortable and on-time flight. I hope your next one brings you that experience. Once again, I'm sorry.   We appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight.    With kindest regards,   Cindy [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Ms. [redacted]:   The Revdex.com has shared your information with United Airlines Customer Care Department, and I am very sorry for the flight delay you and Ms. Mandy [redacted] experienced which led to your missing your connecting flight.  And I appreciate your letting us know...

about the manner in which everything was handled.  I have shared your feedback with our Airport Operations and Customer Service teams so that our recovery efforts go more smoothly.  I am also sending you and Ms. [redacted] an electronic travel certificate which will arrive separately via email within the next 24 hours.   Lastly, I sent your and Ms. [redacted]’s ticket information to United Refunds so that they may issue a refund of the unused portion of your and your Ms. [redacted]'s United tickets to the original form of payment.  The Refund Request Numbers are [redacted] and [redacted].  Please allow at least two billing cycles for the credits to appear on the credit card statement. If you have further questions or you need to check on the status of these refund inquiries, please follow up with United Refunds via www.united.com/refunds.   Thank you for your business, Ms. [redacted].   We look forward to providing you and Ms. [redacted] with a more positive travel experience.   Sincerely,   Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Dear Mr. [redacted]:I am responding to the additional feedback you forwarded to the Revdex.com. I'm sorry you're disappointed with my response. My intention was to show you I understood your concern and let you know I'm sorry about everything that happened during your flight. I didn't mean to create more frustration. I've taken another look at your situation and I have requested a check in the amount of $213.11 to cover the hotel and Uber expenses you incurred.  You will receive the check in the mail to the address below in approximately two weeks.  [redacted] NW 2ND AVEBoca Raton, FL 33487 We're listening more than ever and working hard to be your airline of choice. I appreciate you helping us get there! Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear that your MileagePlus account was closed and I understand your disappointment.  I just spoke to our MileagePlus manager about this concern. She did confirm the account was...

closed, however; you will need to contact our Corporate Security Department to discuss the details.  Please email them at [redacted]@ua.com.  Include all of the details about the tickets and they will email you back, or set up a time to call you to discuss.Thank you for your patience on this matter and have a nice day.Regards, 
[redacted] KayCorporate Customer CareCase: [redacted]

March 28, 2018 Dear Mr. [redacted]: The Revdex.com has forwarded your response to my attention and I am sorry for your disappointment in our response. United publishes flight schedules up to 11 months in advance to give you as much time as possible to plan your trips. After we publish our flight schedules, we may make some adjustments to accommodate changes to aircraft and routes. These adjustments can include one or more of the following: Changes to flight departure or arrival times Changes in frequency of flights Addition or discontinuation of routes Changes to type of aircraft Mr. [redacted], when a schedule change happens, we try our best to provide you with options that minimize the disruption to your travel plans. In cases where the new flight options don't work for you and one of the following scenarios applies, we may be able to offer you a refund, as we did in this case. We do understand your disappointment. However, as this information is included in our policies and procedures, and a refund has been requested for the purchased ticket, we are unable to offer reimbursement of any travel alternate travel you have booked. As a gesture of goodwill, we have also sent an electronic travel certificate. The information for that certificate is as follows; Certificate ID - [redacted] PIN Code - [redacted] Issue Date - 23MAR2018 Expiration - 23MAR2019 Thank you for your understanding. We hope to see you on a future United Airlines flight. Best Regards, Judy [redacted] Corporate Customer Care Case [redacted] / [redacted] Revdex.com# 1 [redacted]