United Airlines

Complaint: 10982791
I am rejecting this response because: United Mileage Plus is the party responsible to provide the certificate codes. In their response they intend to contact Restaurant.com but this 3rd party does not provide the codes. ONLY UNITED MILEAGE PLUS can provide the codes as part of the purchase of these certificates.
Sincerely,
Marietta [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution, while not remotely satisfactory, is something I am willing to let go of, as it is clear that they continue to be unwilling to help resolve the issue.The customer service department of United Airlines is atrocious and I will no longer fly with them. It is ridiculous, and should be ILLEGAL, for a customer to be required to chase down a refund! The process needs to be changed, however this issue is no longer worth the time it has cost. I do appreciate the Revdex.coms help in this matter. 
Sincerely,
[redacted]

Tell us why here...  Dear Dr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize for the flight delay you and your family experienced on April 2, 2018, with United Flight [redacted].   United does not...

provide reimbursement for the cost of alternate transportation arrangements a customer makes on his/her own.  And I am sorry to learn about the conflicting information you received concerning this matter.  To bring this to an amicable conclusion, you will receive a check in the mail for $992.80 within at least 6 weeks.  In the meantime, your patience is truly appreciated. We know you have a choice of airlines, and we are grateful for your support as a MileagePlus member, Dr. [redacted]. Sincerely, Suzanne [redacted]UNITED AIRLINESCorporate Customer Care Case [redacted]

Initial Business Response /* (1000, 5, 2015/07/09) */
Dear Mrs. [redacted]
I am responding to your complaint filed with the Revdex.com. I understand you feel you were overcharged for checked luggage on your recent flight from Tel Aviv to Newark.

Checked luggage that exceeds...

pre-established size and weight limits will be subject to additional charges. Fees may only be collected or disputed during actual airport check-in.

Agents must be able to physically assess the bag before appropriate bag fees can be determined; therefore, it is simply not possible to negotiate excess bag fees over the phone or through mail. I assure you that we are an integrity-driven airline, and we would never purposely inconvenience you.
Although I am unable to refund the fee, I would like to offer you one $200 electronic travel certificate as a token of our goodwill. Please allow at least 3 days for processing. The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to use. It can be redeemed on united.com. Included will be the PIN to be provided when it is redeemed for use towards future travel. It is valid for one year from the date of issue towards the purchase of air transportation on any flights operated by United Airlines/United Express.

We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Kind regards,

Ms. Avi [redacted]
Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept as long the electronic certificate is valid for anyone in my immediate family.
Final Business Response /* (4000, 9, 2015/07/14) */
Dear Mrs. [redacted]
You have requested clarification on the usage of the electronic travel certificate before accepting it as a resolution to your original complaint.
Please refer to the Terms and Conditions included with the certificate, specifically item 6, which states that it may be used to arrange travel for yourself or any family member or friend as long as it is not sold or bartered. In other words, the certificate is fully transferable to any person of your choice at time of ticketing. It does not have to be used by the person who is named on the certificate.
If you have any additional questions or concerns, please contact United Reservations at 1-800-UNITED-1 and a representative can assist you.
Kind regards,
Ms. Avi [redacted]
Corporate Customer Care
Final Consumer Response /* (2000, 11, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: Does not address United's fault and wasting my time despite my status and all the money I spend with United
Sincerely,
Arnold [redacted]

Dear Mr. [redacted] I appreciate the time you took to respond; I recognize that you still have unresolved concerns and I regret that this is the case. I was very sorry to learn that you were dissatisfied with my response.   While our policy does not permit us to respond with the generosity you had anticipated, your feedback will be very helpful to us as we evaluate our guidelines going forward.  I recognize that my response was not the answer that you hoped to receive and I regret that this is the case.  The application of our policy is in no way a reflection of how much we value your patronage.   Mr. [redacted], please accept my apology and allow us 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,  L.J. [redacted]Corporate Customer CareCase 10153388

Complaint: [redacted]
I am rejecting this response because:Although I greatly appreciate the prompt response and apology from United, I am unsatisfied with the result. First I am looking for more compensation, the $200 credit doesn’t cover even the cost of my flight. Second I understand that this situation is up for review with the crew, I understand that I cannot and probably will never know if any diseplenary action will be taken however I would like to press that the individual applauding my exit of the restroom, is directly addressed for creating this situation and harassing me while using the restroom. Again, I was publicly humiliated, escorted off the plane, rudely interrogated by 5 police officers, put through extreme stress, video recorded by passengers in the back of the plane of me exiting the stall and walking back to my seat, and all of this happened while on a work trip in front of my colleagues and fiancé.
Sincerely,
Christopher [redacted]

Dear Ms. [redacted]:   Thank you calling me back. I was just told that you have to go thru [redacted] to make any changes on these reservations.  So what I will suggest is to cancel both existing reservations and go to United.com and book a new reservation with the flights that are most...

convenient to your needs.   I am very sorry for this inconvenience and the poor communication.  We want to keep you as a loyal and satisfied United customer.  As a gesture of goodwill I am sending you a $200.00 travel certificate to a future travel.  This will come to you on separate email.   I appreciate you chose United for your travel; we hope to have the privilege of welcoming you back in the future.   Ana [redacted] Corporate Customer Care reference case [redacted]   reference PNR BFCYJK  and  BFCWYR   flights for September 2017 Tell us why here...

Dear Mr. [redacted]:I am responding to your communication filed with the Better Business.I understand you have been in contact with our Customer Care department since submitting your communication to the Revdex.com on April 27, 2017. You were inquiring if United Airlines offers refunds...

to customers who travel due to a death in the family. On May 1, 2017, you were advised by one of my colleagues that we do not offer that type of service. The information provided to you is correct. I'm sorry for your disappointment.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

Dear Mr. [redacted]:I have contacted our MileagePlus department and had the reservation that your daughter was shown as having with United for previous flights and was advised that the flights were not eligible for mileage due to the fare basis of the flights.Not all flights are eligible for mileage...

accrual.  Each fare has a fare basis and depending on the fare basis and class of service that the passenger is booked in will determine if the flight is or not eligible for mileage.  I sincerely apologize that you were advise that the mileage would apply and then advised no the mileage would not apply.  It sounds like the first agent was not looking at the ticket or reservation at the time otherwise the information that the agent would have and should have given was no mileage will not apply.  Due to the miscommunication I have authorized 5000 miles to be added to your daughter's  mileagePlus account.  Please allow up to 7 business days for the mileage to be reflected in her account balance.My [redacted], United Airlines does appreciate your business and that of your daughter.  We look forward to serving you and your family on another United flight.Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:    Thank you for reaffirming your position. We thoroughly understand your point of view and very much regret that you continue to be unhappy with us.If you wish to file a claim, please follow the procedures as previously advised.In an ongoing effort to make service improvements your comments have been documented for internal review; we are committed to providing you a positive travel experience. Ms. [redacted], your feedback - both positive and negative - makes a difference. Our goal is to create the world’s most Flyer Friendly airline. We have room for improvement, but that’s the direction we’re headed.We look forward to serving you again.Regards, James [redacted]Corporate Customer CareCase: 10649575

April 4, 2017Dear Mr. [redacted]:I am sorry to hear of your complaint filed with the Revdex.com regarding your travel experiences with United.  I am sorry to learn that your travel companion was downgraded on your recent flight from San Jose del Cabo to Newark due to a broken business...

class seat.  You both intended to comfortably travel together in business class and we were not able to take care of this for your companion or offer them anything similar on the same flight.  It was not the way your companion wanted to travel and I apologize that we could not meet their expectations or yours.  Your feedback is very much appreciated and will be passed along as this allows us to review and evaluate our products and the service we provide our valuable customers.Regrettably, we are unable to provide a ticket refund/re-deposit of miles when transportation was provided.  Considering your travel companion flew in economy class, they are entitled to the difference between a one-way business class Standard award and a one-way economy class Standard award.   Therefore, I have submitted a request to re-deposit 32,500 award miles back in to your MileagePlus account.  Please allow approximately five business for these miles to post.  When a customer is downgraded our airport personnel would provide compensation based on our company's downgrade policy.  However, our records reflect that our airport personnel could not issue the electronic travel certificate due to a printer error.  In turn, I will be fulfilling our policy by issuing the electronic travel certificate for your travel companion.  You will receive a separate email within a few days.I am also sorry to learn of the horrible experience you encountered during your January 2016 travel.  Our records reflect that my Customer Care colleagues have already addressed the circumstances you encountered during that trip.Mr. [redacted], as MileagePlus members we truly value you and your travel companion's business.  As I recognize you have a choice of airlines, I hope you will re-consider and allow us a future opportunity to provide a better travel experience.  Sincerely,  Judy [redacted]United Airlines Corporate Customer CareRef # [redacted]

November 9, 2016   Dear Mr. [redacted]:   The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your travel experience on August 8, 2015. Your correspondence was forwarded to our corporate office, and I was asked to respond on...

behalf of United Airlines.   I am very sorry to learn you had a disappointing experience when traveling with us last year. I regret to learn you were disappointed with the food served and that there was a smell at your seat and that we were unable to relocate you to an alternate seat.  I have reviewed our records and find the flight was nearly full.    In addition, I'm very sorry to hear your checked bag was damaged.   Your luggage is important to you. It's important to us, too. I can understand why you would be frustrated. Please understand; however, a damage report must be filed at the airport within 24 hours of arrival, so one of our airport agents can visually assess the bag. It's important to leave your bag tags attached to your luggage, too. Once our agent has reviewed the damage, they'll work with you to resolve the situation.    Nonetheless, we certainly regret any inconvenience that resulted on your trip. From what you describe, we didn't live up to your expectations, and I'm truly sorry if we left you with an unfavorable impression.  Therefore, as a gesture of our goodwill, I have authorized a $150 Electronic Travel Certificate for you.  The certificate will be sent to your email address within 3-5 business days.   Mr. [redacted], we appreciate your business and thank you for being a member of our MileagePlus program.  We’ll look forward to offering you a better travel experience the next time you choose United.   Sincerely,   [redacted] Corporate Customer Care Case:  [redacted]

Hello,   I spoke to Mrs. [redacted] on November 21, 2017 regarding her experience.  I apologized for the many times she contacted us and let her know that Reservations didn’t forward her complaint to us as it should have been.  I also apologized for the rudeness of our representative at...

O’Hare airport.  Additionally, I let her know that her comments would be forwarded to our supervisory team for review.   She accepted my offer of travel certificates for her and Mr. [redacted] and she would be receiving a confirmation of the certificates via email within a few days.  I also let her know that I would be happy to review her receipts for there out of pocket expenses for possible reimbursement.  I sent an email directly to her so she could have my information and send her receipts directly to me.  I also advised that I would reply as soon as possible when her receipts came in.   Thank you,   Dana [redacted] United Airlines Corporate Customer Care Case [redacted] Tell us why here...

Dear Mr. [redacted]:   This is the United Airlines response to your letter to the Revdex.com.   I certainly apologize for any disappointment or misunderstanding with your travel on July 16th from ORD. Flight 560 was not oversold, so we do not understand why you were unable...

to board unless there was a delay in your arriving at the gate. Checking in online is a great convenience but the other part is being in the gate area in time to board is also important. I am sorry if I misunderstood the situation.     I also apologize for the less than helpful airport staff.   We have requested a refund of the $60. In bag fees ( $25. and $35.) and with tracking number [redacted] status may be checked via www.united.com/refund . Generally refunds take 7-10 days and will return to the original form of payment. The other bag fee of $200. would have needed to be disputed and resolved at the airport as we do not have access to weights and dimensions.   As a tangible form of our apology and since I cannot undo the circumstances you experienced, please accept a travel voucher in the amount of $300., which 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. Thank you for your business and please know we look forward to providing you with a more positive experience when we have the privilege of welcoming you on board a future United Airlines flight again soon.     Regards,  Eve [redacted] Corporate Customer Care Case:  [redacted]

Complaint: [redacted]
I am rejecting this response because:I wont be accepting this certificate.  It is grossly inadequate for the loss of 7 hours of daytime vacation time at a beach resort for my whole family of 4 and the aggrevation you caused.  We didnt even get to sit together from houston to cancun causing much angst for our 2 five year olds. I will file an DOT/FAA complaint and then consider legal action.  The [redacted] who traveled on saturday before us checked in the same ways we tried also from Newark to Cancun and it took them minutes.  Your inability to simply check us in cost us time causing your arbitrary 60 min window to expire and you took no steps to rectify. The sky caps and kiosks are presented as agents of united and they failed.   Your agent who forced us to move to new flights refused to call the gate or call a supervisor as suggested by the agent who couldnt get the kiosk to check us in.  Even after all that we made it past the original gate barely a few minutes after it started boarding.  You seem to be purposely missing the point that we reached the point of our turn to check in 80 minutes before flight time, you had TWENTY MINUTES to simply check us in but YOUR PROCESS FAILED causing the delay.  This has NOTHING to do with our arrival time!!  Sincerely,Ernie [redacted] 
Sincerely,
Ernie [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, Deborah [redacted]

Dear Mr. [redacted]:   I'm sorry your trip didn't go as planned.   From reading your email, I see we let you down. That's never our intention.   I regret we are unable to reimburse for your additional out of pocket expense. Please allow me to clarify our position, when there is a...

service interruption, we will offer you confirmed reservations on the next available flight.  If you choose to find other means to either return home or to get to your destination. We are unable to reimburse the cost of any related expenses like prepaid hotels or missed events or car rentals.   We appreciate your understanding.   With that said, as a gesture of goodwill, I will send you a $400 electronic travel certificate to bring this matter to an amicable close. The terms and conditions of the certificate will be sent via e-mail under separate cover within 3-5 business days.   Thank you for choosing United Airlines.   Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr.[redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to assist you.  Our ticket records reflect that a refund for ticket number [redacted] for Murtuza M. [redacted] was issued on...

February 21, 2018, to the credit card which was the original form of payment.  I hope this information is helpful. Thank you for allowing me to provide assistance.   We look forward to continue serving your and your family’s travel needs. Sincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care United reference [redacted] Tell us why here...

Dear Ms. [redacted]: I am sorry to learn about your experience.  I see you are working with one of my colleagues Sini [redacted] and they are reviewing your uber receipts and will be responding to you soon.  Thank you for your patience. LaRece [redacted]Corporate Customer Care [redacted]
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