United Airlines

Dear Mr. [redacted]: I am sorry you have been on the receiving end of less than optimal service. Please accept my personal apology for the inconvenience and disappointment in regards to your damaged baggage and clothing.   I have contacted our Baggage Resolution Service Center (BRC) on your behalf...

and was informed an agent spoke with you as recent as January 2 and 3.   I confirmed you reached a settlement in regards to your claim, and a check has processed for you, reference case [redacted].   As a goodwill gesture from Customer Care, please accept a $250 electronic travel certificate for your overall inconvenience. This gesture is in addition to the settlement check you will receive from our baggage department, and is meant as a gesture of our regret, not as part of your claim.   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.   I hope that our next opportunity to serve you will earn a more favorable review.   Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

August 29, 2017 Dear Mr. [redacted]: I am responding to a correspondence received from the Revdex.com (Revdex.com). I'm sorry to learn that because of Hurricane Harvey you and your wife, Mrs. Danielle [redacted] are unable to complete your travel plans in September, 2017. This is a very difficult situation...

for anybody with intended travel plans during this devastating weather. Please accept my sincere apology on behalf of United, for any discourteous service you may have received during this time. Our representatives are expected to do their best to help assist and I regret hearing you feel we weren’t empathetic to your needs. On your behalf, I contacted our refund services department and I am pleased to inform you that our reservations department submitted a full refund for the three tickets associated with record locators, [redacted], and [redacted]. It takes approximately 7-10 working days for it to appear in the account and up to two billing cycles to appear on the credit card statement. Our United Refunds team wil send you an update when your request has been finalized. Our thoughts are with you and the Houston, TX communities during this difficult time please be safe. Mr. [redacted], as you and your wife are MileagePlus member, I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.   Regards,   Mrs. Elizabeth [redacted] Corporate Customer Care United Airlines UAL case #: [redacted] Revdex.com case #: [redacted]

Dear Mr. [redacted]-[redacted]:I am responding to the correspondence addressed to the Revdex.com regarding your August 7 travel.I'm sorry we weren't able to check you in for your flight on time, even though you arrived early to the airport. I understand your frustration when you missed your...

flight and were rerouted. I'll pass along your feedback so we can review our staffing to make sure we have sufficient personnel ready to check in our passengers.  I'm sorry for the inconvenience and the impact it had on your business dinner.I can imagine the discomfort you experienced with the disruptions, inoperable Wi-Fi, and cold cabin conditions on your flight with us.  Our goal is to make your flight as enjoyable as possible and I'm sorry we let you down.I understand you contacted our Baggage Resolution Center (###-###-####) regarding the damage to your [redacted]. The representative advised you to visit the airport within 14 days to have our Baggage Team make a determination. The report was taken on August 13, so you must go to the airport by August 27. Computer hardware/software and electronic components/equipment are excluded from liability in checked baggage. I  submitted a refund request for your $60 baggage fee. Your reference number is [redacted]. United Refunds will contact you via email once the refund is completed. Please allow up to 10 business days for processing. 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...⇄  As a way to apologize for your inconvenience, I am sending you an Electronic Travel Certificate, which will arrive in a separate email within a few days. We hope it will give us a future oppotunity to provide you with a more positive customer experience.I appreciate you chose United for your travel; we hope to have the privilege of welcoming you back in the future. Kind regards,Sarah [redacted] Corporate Customer CareCase [redacted]

Dear Mrs.  Hoard:   I apologize for my delay in acknowledging your request and concerns.   I have sent communication to our management team in Rapid City airport, however I have not received any verification in regards to your son’s (Tyler [redacted]) used e-ticket.  I further...

discussed your request with our senior management team as well.   As an exception to our e-ticket policy, United Airlines has decided to make an exception and refund your son’s out-bound e-ticket for December 31, 2016. A refund request has been sent to our Refunds Department for processing.  Please be aware that the refund process may take up  to 30 days for your account to reflect accordingly.   As a reminder, your son’s return e-ticket for January 6, 2017 was previously refunded as well.    Should you have any questions and/or additional concerns regarding you refund request, please contact our Refund Department with the information provided below:  United Airlines Customer Refund Services Attn Processing Dept P.O. Box 4607 - Dept HQJRF Houston, TX 77253 E-mail: [email protected] Fax: 713.324.1431   Your refund request ID is:  [redacted] . Regards,   James [redacted] Corporate Customer Care Case ID - [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. Per the Term and Conditions emailed to you with the confirmation of the gift card purchase.  All inquiries or issues with the gift card should be directed to [email protected] or by calling 1-855 398 1282. We appreciate when customers take the time to share comments and suggestions. Feedback like yours presents opportunities to improve or enhance our products and services. 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. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase:  10003132 Tell us why here...

June 29, 2017   Dear Ms. [redacted]:   The Revdex.com has forwarded your correspondence to our Corporate Customer Care office.   I sincerely apologize for the flight cancellation you experienced. To regulate traffic during various types of weather situations, Air Traffic...

Control (ATC) will regulate more space between aircraft or even request airlines to cancel a percentage of flights. This was the case with your scheduled flight and we realize it is a difficult situation for all involved. Our representatives do their best to place you on the first flight with available seats and we regret we couldn’t offer an earlier flight.     Although I understand your frustration, we aren’t able to reimburse you for lost time, wages, or for an alternate transportation choice. I do see a refund request has been submitted for the unused portion of your travel. (Omaha to Newark) In addition to the refund, my colleague has sent you an Electronic travel Certificate as a gesture of goodwill. I apologize for any confusion regarding reimbursement and hope your next trip goes smoother.   Ms. [redacted], we value your business and hope to have the privilege of serving your travel needs in the future.   Kind Regards,   Judy Richards Corporate Customer Care Case 12406358

March 21, 2018 Dear Ms. [redacted]: The Revdex.com has forwarded your correspondence to the attention of United Airlines. 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.   ...

Passenger name: Flight Number: Flight Date: Ticket Numbers (13 digits beginning with 016):   You can find this information on your receipt. I'll be happy to respond once I review the information you provide and I am quite sure I’ll be able to quickly resolve this for you.   I appreciate you chose United for your travel and welcome the opportunity to assist you.   Sincerely,   Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:I'm very sorry you are not happy with my response; however privacy laws prevent me from discussing this issue with you, as your name is not included in the reservation.  Mr. [redacted] will need to contact us directly.  He can contact us via our website at United.com/feedbackSincerely,[redacted]Corporate customer CareCase ID [redacted]

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

Dear Mr. [redacted]:   As this issue is a breach of your credit card, you will need to request [redacted] to reverse the charges.   [redacted] will then decide if this warrants reversing the charges back to the credit card.   Please know that fraudulent use of the credit card, will be...

handled directly through the credit card company.   Please look on back of the credit card for a phone number to report the card as stolen.   My apology for any confusion.    Regards,   Ruth [redacted] Corporate Customer Care Case [redacted]

Dear Ms. [redacted]   I understand that you encountered difficulties with getting your tickets issued and you also mentioned that we did not contact you again as promised.  Please accept my apologies for the inconvenience and negative impression this situation may have created.  ...

In your reservation it shows that your flights were booked through United for travel on Air Canada. Unfortunately, we are unable to guarantee that a flight booked through us on another carrier will come back as confirmed from another carrier.   I am sorry if you were unaware of this.   In the event that the other carrier is unable to confirm any of their flights, the passenger will need to choose other flights or cancel their reservation, and a full refund of the unused portion of the ticket may be requested.  Currently our records indicate that you and a travel companion have an outbound scheduled on December 24th Air Canada flight 758 from San Francisco to Toronto with a return on December 31st Air Canada flight [redacted] from Toronto to San Francisco under reservation [redacted].   Due to your disappointment in the overall handling of your tickets, I have authorized a mileage deposit into your MileagePlus account.  You should receive a confirmation within a few days.   We thank you for your patronage as a Premier member and are looking forward to welcoming you onboard for your next United flight.   Kind regards,   [redacted] Corporate Customer Care Case [redacted]

Complaint: 11593744
I am rejecting this response because: It has been 5 days. I have not received anything yet. What email is this being sent to? Also, while I recognize the effort of courtesy, you are only addressing my unscheduled and involuntary flight bumping-- per federal standards. All of my other issues are not being addressed. If I would have filed complaints along the way as I had them, I would have at least 5 different cases as of now. In addition, my repeated requests to reach someone in the executive office have not proven successful. As a goodwill gesture-- in addition to the voucher can you also include a 25,000 mileage addition for both my husband and I?  I appreciate your help.
Sincerely,
Markita [redacted]

Dear Mr. [redacted]:I am responding to your communication submitted to the Revdex.com. I am sorry for the circumstances your travel experience and appreciate the opportunity to explain on several points the challenges you faced with your ticket.Our records indicate the name on your ticket...

([redacted]) was issued under [redacted]. Airlines do not have the ability to override the policies or screening processes of the [redacted] (Transportation Security Administration).Because your ticket ( [redacted]) was issued on [redacted] Airlines ticket stock and your itinerary involved multiple airlines, our Customer Service representatives were not able to exchange your ticket. Only the on-line agency ([redacted]) or [redacted] Airlines would have been able to process such an exchange.    Mr. [redacted], while I empathize with your situation, we are unable to provide you with the resolution you have requested. United Airlines is not able to process refunds for tickets issued by another carrier. Consideration for a ticket refund must be submitted to [redacted] Airlines directly. For your convenience their link is provided below:                                             https://www.[redacted].com/online/portal/lh/de/help_contact/feedback?If you have personal insurance or purchased travel insurance, your additional expenses may be covered. Please consult with your insurance provider. I truly hope your next trip provides the seamless customer experience you deserve.                    Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

November 24, 2015Dear [redacted]:The Revdex.com has notified United
Airlines that you have filed a complaint against us as a result of your disappointment
with our MileagePlus policies.  Your
correspondence was forwarded to our corporate office, and I was asked to
respond on...

behalf of United Airlines.The MileagePlus expiration policy asks that
all members keep their accounts active by having qualifying activity post to
their accounts at least once every eighteen months.  This information is available on our website
(see below).While I understand you may not have been aware
miles expire, we rely heavily on our members to ensure their accounts are
active and up to date, as well as to be aware of the policies with the
MileagePlus account program.  This helps
us keep the MileagePlus program a free loyalty program for all members.  We do still offer options for miles to be
reinstated: •         Request credit (within 12 months only).  If you completed qualifying activity within the past 12 months and
before your miles expired (October 1, 2013), you can request mileage credit at
united.com/retrocredit. Once that activity posts, your miles will be
automatically re-instated. You must request credit within 12 months of your
mileage expiration date.  The cost to
reinstate your miles starts at $50.Also, I regret you were disappointed with the
amount of miles required to purchase magazines.  Please understand, we collaborate with a number of reputable companies
to provide our customers with the opportunity to book travel services on our
website, aside from the air travel that United Airlines provides and is
responsible for.  Those other travel services are provided by companies
that are unrelated to United Airlines.  While we are very selective in the companies
that we select to provide those other travel services, those companies are
fully responsible to the customer in accordance with their terms and conditions
of service.  United Airlines is not involved in any aspect of your
transaction with this company, except in making available to you a convenient
means on our website for you to purchase those services.  As such, we
respectfully suggest that you contact that company’s directly to register your
complaint.Also, we do have a policy in place allowing
customers to purchase miles, and I'm sorry to hear that you are upset about
this MileagePlus program policy.  Please
understand; however, we do not force our customers to purchase any product or
service.There are many ways to keep your MileagePlus
account active and continue to earn miles.  I have included the links below, from our
website, which will provide additional information regarding our MileagePlus
program.https://www.united.com/web/en-US/content/mileageplus/default.aspxhttps:/...⇄ we regret if any aspect of our
services leave you unsatisfied, as that is never our intent, and your perception
of us is troubling. Please know your feedback will be documented to ensure your
concerns are heard when reporting to senior management what matters most to our
customers.I appreciate your request for something for
your disappointment and time spent online, and while we generally do not
provide compensation for disappointments with our policy, as a gesture of
goodwill I have authorized 2,500 award miles to be credited to your MileagePlus
account.  Please allow 3-5 business days
for the miles to post.M[redacted] we thank you for your business and
for being a member of our MileagePlus program.  We look forward to serving you again soon.  Regards,[redacted]Corporate Customer CareCase: 9734862

Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention.Your email clearly expresses your disappointment and I would like to extend my sincere apology for any negative impression that may have been created. Please download the baggage claim form from united.com,...

fill it out, and send that along with receipts to the Baggage Resolution Center at the address referenced on the form.  They will review your request and authoriztation from Corporate Customer Care based on the normal guidelines.  Please refer to the Case number [redacted].We appreciate your business and hope to be able to serve your travel needs in the future Regards, Melinda [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:   Our records indicate that your refund went back to your credit card.   You can also find this information located on your receipt that was sent to you via email.   Thank you for your loyalty as a MileagePlus member.   Regards,   Cindy [redacted] Corporate Customer...

Care [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I want to get the refund on the credit card. I am also traveling to India in next month though the ticket is already issued. Not sure if the voucher can be used towards the ticket and I can get a refund back on my card. I travel using united airlines for business purpose but can not redeem the same as I will not be reimbursed for the same.
Sincerely,
Jitendra [redacted]

Dear Ms. [redacted]:   I am sorry your ticket took so long to ticket.   Our records indicate that your ticket is issued and I have sent you another email confirmation of your ticket. In review of your ticket, the reason it was not ticketed was your credit card had been declined when you...

originally tried to purchase the ticket.   Thank you for your business as a MileagePlus member.   Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mrs. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns regarding your and your three children’s, and infant’s travel experience on June 8, 2017. For travel to Tehran, a...

customer can check up to two bags at no charge.  The standard checked baggage allowance applies to children with purchased tickets, including infants traveling internationally on 10 percent of an adult fare.   It is important to note that all standard checked baggage restrictions and service charges apply.  In this case, the size and weight restrictions are as follows:  up to 62.0 linear inches (157cm) L + W + H and 50.0 lbs (23 kg) per bag.  This information is detailed on United’s website at united.com.  If a customer’s checked baggage exceeds the size requirement, then an oversized checked baggage charge will be assessed.  In this case, you were traveling with 2 checked baggage which were oversized:  a kitchen sink which measured 72 linear inches and a bag which measured 65 linear inches.  And in this case, oversized checked baggage charges per item were applicable.  I appreciate your letting us know about the manner in which this situation was handled, and I am sorry to learn you opted to cancel your and your family’s trip as opposed to paying the oversized checked baggage charges.  With regard to your nonrefundable tickets, you may apply the value of the tickets toward new ticket purchases.  When you are ready to purchase new tickets, please be sure to call United Reservations and have the reservation confirmation number on hand.  Note you have one year from the date the tickets were issued to apply the value of the unused tickets toward new tickets and you will be charged the fare in effect at the time the new tickets are purchased and a change fee per ticket.  If you should have further questions or concerns regarding this matter, please do not hesitate to contact United Reservations at 1-800-UNITED-1. Thank you for allowing me to provide clarification.  I hope this information is helpful when planning future travel.  Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
United Airlines promised to send me a second $150 certificate. I did not receive it.