United Airlines

Complaint: [redacted]
I am rejecting this response because:You are constantly changing the program and the disclosures and changes are not sent to me in Portugueese. This is difficult language to understand and I do not always have a translator.  It is very easy for you to waive to fee as a courtesy and you do not  why must you have every penny from a person that has little understanding.  You are an unforgiving company  
Sincerely,
[redacted] De [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and that will be fine if the $300 is refunded to my credit card. I appreciate your addressing the issue, but have to note United's system is infuriating; there is no way to contact you regarding an overcharge. If you call, you're told use the website; I tried more than a dozen times, and was told Unite couldn't find my reservation, the website couldn't accept the information, the website couldn't take email, endlesslly going in circles; [redacted], the person who promised to issue the refund, was beyond negligent (I left him more than a dozen messages, which he ignored, except only to disregard my instruction not to call when I was abroad (it was like dealing with crazy people). I did confirm the overcharge on my Amex bills, and spent two months trying to get someone to discuss it with me. The person who made the reservation swore she left notes on the account, etc. If you can access my website requests, the full history is there, with at least a dozen submissions. If you have issued the refund, that will resolve the matter for me, but you desperately need to stop abusing customers and install a customer service system that works.
Sincerely,
[redacted]

Dear Mr. El [redacted]: I'm sorry you were disappointed with our previous response.   We made an exception to grant Gold status even though you had not met the requirements. Any additional status would have to be truly earned and therefore we must decline your request.   We appreciate your loyalty as a Premier Gold MileagePlus member and look forward to welcoming you on board a future United Airlines flight.   Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because: Untied Airlines employees (2) did not know the policies of the company and I was given incorrect information. If I was informed the correct information, I could have called other airlines to see if I could get a better deal. I was charged a ridiculous fee of $559.20 and $25.00 to purchase the ticket. If the ticket was purchased a week or two later the cost would have been sufficiently lower ( appx. $250-$300). If United Airlines wants to do the right thing, they should at least reduce the fare and refund me the $25.00 purchase fee. As far as Untied Airlines employees, the 2 representatives I spoke to were not informed of the companies policy. It is the responsibility of United Airlines to inform their employees. This way, the public would not have to pay for their misinformation. 
Sincerely,
[redacted]

Complaint: 11939179
Try to provide as much of the following information as you can, along with a brief summary of your request.   Passenger name(s): Michael [redacted] Frequent flyer number (if available):n/a Flight Number:UA838 Thurs Sept 29, 2016 Flight Date:Sept 29, 2016 Ticket Numbers (13 digits beginning with 016):0162315348846 Confirmation number:NEW4JT Approximate Departure Time: Flight from: originated sept 28, 2016 padang 6:40 pm, ID GA169 to Jakarta arrive 8:35pmnext let sept 29, 2016 6:15 am flight NH838 Jarkarta to tokyo last flight UA838 Tokyo 5:10pm to San Francisco 10:35am Flight to:SFO I request a carrier settlement statement, my travel insurance will not process my lost baggage claim without that form. I have not received any compensation for my surfboard bag. 
Sincerely,
Michael [redacted]

Dear Mr. [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com. I am sorry to learn you had trouble when trying to navigate our website. Our intention is to make information easily accessible.   Your comments are important to United and will be useful...

in our ongoing efforts to make your experience online as streamlined and as simple as possible. If your credit card was charged for a ticket in error, please go to united.com/refunds and provide the required information to process a refund.  The refund process take 14 business days to complete.Thank you for providing the feedback of your experience with united.com.   Regards, LeMarkus [redacted]Corporate Customer CareCase:  [redacted] Tell us why here...

Dear Professor [redacted],I understand that you are unhappy that we didn't credit the accounts with Premier Qualifying Miles and Dollars for your [redacted] flights.   I know earnings for flights operated by a partner airline can be confusing at times. When traveling on [redacted] (or any of our partner or Star Alliance member airlines), not all fare classes and routings are eligible for earnings.  Fare classes that are not listed on the earnings chart are not eligible for mileage credit, as well as any fare classes listed under No Mileage Credit, regardless of where the ticket is purchased.  The fare class may be found as a letter following your flight number.  It may also be referred to as booking code or class of service or may be the first letter of your fare basis. United must abide by all contractual agreements with partner airlines including honoring [redacted]'s decision to exclude certain fares ("K" class) from earning MileagePlus miles.  Even so, goodwill miles were provided. Please visit www.united.com/air and click on [redacted] for specific information on mileage and Premier earnings.  Whenever possible, we try to accommodate our customers' requests and I'm sorry we can't do so in this instance.  We value your patronage and look forward to serving your travel needs in the future. Regards, Dana [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Dear Ms. [redacted]:   We received your correspondence from the Revdex.com.   I'm so very sorry for what happened in regards to the United flight not showing as used.  Anytime, a segment is not shown as used the automated system will cancel the next segments in line, as it...

assumes you are not continuing your travel. This is standard with most carriers.   We have marked the United segment used and have reinstated the cancelled flights. However, I was not able to double check what Asiana Air shows on their systems at this late hour, as I require an English speaking agent.   I will contact them again on Monday morning to ensure all is well with your return for September 30, Cebu to Seoul, to Chicago and then on to Roanoke.  With the absolute confirmation, I will contact you directly by email. For your records, the OZ confirmation is [redacted], with another reference to 6023-8531.   Thank you for your patience as we work to resolve this for you.  Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID 10944930

Dear Mr. [redacted]: I am responding to your complaint filed with the Revdex.com. I'm sorry you were disappointed with our employee's service during your mother-in-law's travel on August 30. I can only imagine how you felt. Thanks for bringing this matter to my attention, as your comments...

help identify training and focus areas. We want to be a reliable airline that's earned your respect. The honest feedback helps us meet that goal. Once again, I apologize we let you down. Please accept our condolences for your loss. I'm sorry to learn Ms. [redacted] missed the funeral. We rebooked Ms. [redacted] on the first available flight, [redacted], which arrived in London at 6:29 a.m. on August 31 when she should have arrived in London on flight [redacted] at 8:55 p.m. the night before. As a token of apology, I will send her a $200 electronic travel certificate. You will receive it in a separate email within a few days. While I understand your request, we are unable to offer a partial refund when transportation has been provided.   Your business is appreciated. I hope you will give us another chance to give you a more positive experience. Regards,  Dayna [redacted] Corporate Customer Care Case ID: [redacted]

Dear Mrs. [redacted]: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on July 25, 2017.  I appreciate the opportunity to respond to your concerns. I understand how challenging it can be traveling with young...

children. We want to give all families a great travel experience, and I'm sorry this didn't happen since your seats weren't together. I can imagine how stressful this must have been for the family. While there are operational changes, which can lead to seat assignments being changed, we'll try our best next time to exceed your expectations. I'm sorry it didn't turn out this way for your family's flight. Also, I want to apologize for the poor service you described from our staff. What you experienced, and how it made you feel, is no more acceptable to us than it is to you. Rest assured, we take your comments seriously and we'll be following up internally. An apology won't change what happened, but I want you to know we'll address it. We want to build a trusting relationship with you so we can be proud of genuinely earning your business, and I know we're capable of doing that.   I'm sending each of you an Electronic Travel Certificate that will arrive via email in the next few days. Using those certificates, we hope to see you all on board soon, allowing us the opportunity to provide your family the service you all deserve. I can't take back the memory, but I hope the next flight is much smoother for everyone. I appreciate you chose us for your travel. On behalf of our United family, please give us a chance to give you a more positive experience.   Regards, Candance [redacted] Corporate Customer Care Case:  [redacted]

December 2, 2015Dear 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 am sorry to learn of the disappointment...

you
experienced when checking in for flight 962 for your flight on October 10,
2015.  I have contacted our Service Director to report
your concerns with regard to choosing a seat assignment.  I was advised that if you have not selected a
seat prior to checking-in, only available seats will show on our seat map.  That said, for your future reference, when
the seat map displays, you have the option to continue without selecting the Economy
Plus seat.  As you were advised by our
staff, our gate agents will assign your seat once you arrive at the gate under
these circumstances.That said, unfortunately we are unable to
honor your request for a refund as you were seated in our Economy Plus section,
seat 26C.  Our records also indicate you
were charged $186 for this seat on ticket [redacted] however, as an
exception on this occasion, as you were not aware of the procedure, I have
authorized a $200 Electronic Travel Certificate for you to offset your cost.  The certificate will be sent in a separate
email within 3-5 business days.Ms. Diminich, we thank for your business and
look forward to welcoming you onboard for a future United Airlines flight.Regards,[redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]: I have received your reply in regard to the Revdex.com Complaint # [redacted].   Thank you for providing the additional information about what you believe happened at the airport.   I'm very sorry we're unable to reach a mutual agreement and you still feel that the issue wasn't resolved after you were issued 7,500 bonus MileagePlus miles in response to your original complaint to our department and $150.00 Electronic Travel Certificate after we replied to your concerns reported to the Department of Transportation.   While we won't be able to honor your request for further compensation on this particular issue, please know the feedback was shared with appropriate stakeholders. We'll use your comments to review our procedures with your point-of-view in mind. We'll also make every effort to leave a better impression the next time you give us the privilege of serving you and delivering the experience you deserve.   I understand and appreciate your loyalty. We will always be grateful for your business and look forward to welcoming you on board a future United Airlines flight.   Regards,   Candance [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [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. Occasionally, unforeseen circumstances will cause an...

interruption of our published schedule. We strive to operate each flight as planned and regret when necessary delays or cancellations create an inconvenience to our customers. Our ground staff works diligently to ensure each flight departs as close to schedule as possible while keeping your safety a top priority. While some of the delays that you experienced were weather related, one of the delays was due to mechanical reasons.  It was never our intent to inconvenience you in anyway.I certainly understand the frustration of needing to get your baggage since you are no longer taking the flight, only to be told that your name is not on the list of bags to pull causing a further delay.  I went through the same experience a couple of weeks ago.   The behavior you described is not reflective of our commitment to providing our customers the highest level of service.  When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional service. There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our Airport Representative with the Baggage Department.As a gesture of goodwill, I am sendng you an electronic travel certificate that can be applied towards a future flight with United Airlines which you will receive in a separate email within the next 3-5 business days.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.As a MileagePlus member, you have made a significant contribution to our airline, and I want to thank you for your business and continued loyalty. We look forward to serving you in the near future and I am confident we will continue to work hard and earn a better report on your next flight. Regards,Melinda [redacted]Corporate Customer CareCase [redacted]

July 13, 2017
Dear Ms. [redacted]:
I'm sorry you weren't aware your purchase was a Basic Economy ticket when you purchase your reservations on May 5, 2017.

While I can't refund or make any additional changes, we understand your concerns and will pass along your comments. We are trying our best...

to make sure you know when you're buying a Basic Economy ticket and what conditions come with the ticket. Other places that sell our tickets are expected to advise you, as well. From what I read, we have some more work to do.

Our current advisements for Basic Economy include a special column while you're looking at prices and notifications in the booking process and receipt. I'm sorry if those were not visible when you made your purchase. Some conditions are different when purchasing Basic Economy fares; however, service options such as dining, Wi-Fi, and inflight entertainment are the same as standard Economy fares.
I sincerely apologize for the confusion and miscommunication. It certainly wasn't our intent to mislead you and I'm very sorry. While I'm unable to refund your bag fee, I'd like to help offset the cost. I'm sending you a $55.00 Electronic Travel Certificate that will arrive separately within the next few days. Using that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you deserve. Once again, I apologize for any frustration.

Ms. [redacted], thank you again for your feedback, and we look forward to providing you excellent service on your next united flight.
Regard,
Mrs. Elizabeth [redacted]
Corporate Customer Care
United Airlines
UAL: [redacted]
Revdex.com: [redacted]

Dear Mr. [redacted]:Thank you for the information and I apologize that I did not see the account numbers in your initial complaint.I have authorized the return of the mileage to both your account as well as your wife's account.  This is a one time exception and it will be filed within each account.  Just to reiterate, mileage does expire when there is no activity within 18 months on the account.  Each time you log into your account, you will see the date that the mileage will expire.You may always contact United Airlines MileagePlus service center for any questions or concerns regarding your account.Regards,Sheila [redacted]Corporate Customer CareCase 10168541

Dear Mr. [redacted]: I am responding to your latest communication sent through the Revdex.com. I understand your point of view, but we do not refund used tickets or take responsibility for other airlines delays or cancellations.We understand the value of your decision to book with us and will make every effort to leave a better impression when we have the privilege of serving you again. Please accept my apology and allow us that opportunity. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Lilia [redacted]Corporate Customer Care10108672

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,
Amy [redacted]

Dear Mr. [redacted]:I'm sorry you had a disappointing experience; it was certainly not our intent.   I recognize specific seat assignments are important to you and we'll always try to accommodate your preferences. Unfortunately, we can't always guarantee seat assignments on other carriers. Please...

use the search box on united.com, and type in: Aircraft Seating Policies. Under Aircraft Seating, you'll find information for your next trip.I am very sorry to hear the agent disconnected the phone call.  As a way to say we're sorry, I'm depositing bonus miles into your MileagePlus account, which will reflect in your balance within a few days. We hope this gives you a It is future opportunity to receive the service you deserve.   We appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with United. Kind regards,Patricia [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted] I'm pleased to let you know that I've taken care of your refund request.   Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is 21304921. 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...⇄   Thank you again for letting me handle this issue.   I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon. RegardsGail [redacted]Corporate Customer Care[redacted]

Dear Mr. [redacted]:I sincerely apologize that you had the issue you did while traveling with United Airlines.In order to assist you, please send me your ticket number or if you have the [redacted] number that is associated with the $35.00 baggage fee that you paid that will be fine as well.I will also need...

the ticket number for your travel companion.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]