United Airlines

Dear Mr. [redacted]: 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.   Thank you for your business and loyalty as a Premier Silver MileagePlus member. We look forward to serving you on your next United flight. Regards, [redacted] Corporate Customer Care [redacted]

Dear Mr. [redacted],   I understand that when you made a request to have the redeposit fees waived, you were referred multiple departments.  Additionally, you were dissatisfied with the level of service offered by our Reservations supervisor.  The level of service you described is no more...

acceptable to us than to you.    Our records indicate that on February 11th an email was sent to you by one of our Customer Care representatives mentioning there would be a $200 fee to redeposit your miles.  I also see that a MileagePlus representatives let you know via email sent on March 3rd that since you are a Premier Silver MileagePlus member, the redeposit fee is reduced to $125.  Another MileagePlus representative advised via email on March 3rd that you would need to call Reservations to cancel.  Notes in your reservation show that you were advised on March 3rd the redeposit fee is $200 and a waiver would not be granted.   Please keep in mind, a $200 redeposit fee only applies to general MileagePlus members.  When customer feedback is passed along to our management team, a follow-up is not sent to the customer.  I apologize for the conflicting information regarding the amount of the fee and that our Reservations supervisor appeared to be discourteous.   Unfortunately, we currently do not offer a waiver of the redeposit fees for Premier Silver members when an award is redeposited due to work related issues.  Therefore, I must respectfully decline your request for a waiver of the redeposit fee.   However, as a part of our apology, I have authorized a goodwill mileage deposit into your MileagePlus account.  You should receive an email confirmation of the deposit within a few days.   We count it a privilege to serve you and hope to welcome onboard soon.   Kind regards,   Dana [redacted] Corporate Customer Care Case 10102760

Dear Mr. [redacted]:I am responding to the additional information you forwarded to the Revdex.com.  I am glad I was able to speak to you today and I am glad to hear the refund was processed.Thank you very much.Regards, Susan [redacted]Corporate Customer CareCase:[redacted]

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight delay and that you did not secure priority boarding when you traveled with us on May 15, 2016.  And we do appreciate your letting us know about...

the manner in which the gate agent addressed you. Customer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offer.  Your feedback has been very helpful, and our Orlando Customer Service team will truly benefit from your comments.  As a gesture of our concern, we would like to present you with an electronic travel certificate which can be used to help offset the cost of a future ticket purchase with us.  You will receive the electronic travel certificate under separate cover via email within 48-72 hours. Thank you for your patronage as a MileagePlus member and United MileagePlus Explorer cardmember, Ms. [redacted].  We look forward to providing you with a more positive travel experience. Sincerely, [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Dear Mr. [redacted]:I am responding to your latest communication sent through the Revdex.com.I am more than happy to assist you with your refund request, but I will need you to provide me your confirmation number.I look forward to hearing back from you.Regards, Lilia [redacted]Corporate Customer Care[redacted] & [redacted]

Complaint: 12683259
I am rejecting this response because:1. I booked the ticket on May 4 2017 and on that day her passport was valid for six months and 11 days.2. When I booked online United Airlines did not ask for our passports expiration date and number which happens with all other Airlines except United Airlines. Other reputable Airlines ask for expiration dates during booking to avoid such troubles.3. United Airlines did not notify me about the 6 month policy while I was booking.4. United Airlines knew that my destination was Egypt and yet did not notify me about any Egyptian laws for visitors while I was booking.5. United Airlines agents made a mistake that they did not allow my daughter to board the airplane because I told them that my daughter is Egyptian so the laws of 6 months and over do not apply to her but they still did not listen and to prove it I showed them the proper documents confirming her Egyptian nationality, which we used to enter to Egypt without Visa.6. I contacted the Egypt Airlines and they confirmed that as long as my daughter has her birth certificate that shows she is Egyptian the law of 6 months and over does not apply to her, they also confirmed that I could travel the same day on their airlines using such a document but I could not do that because I could not afford that and I did not want to lose any money to United Airlines for nothing.7. The agents at the front desk at the check in of United Airlines were not cooperative at all and they were completely ignoring us and they mislead us and wasted our time. If you do not believe my case you can confirm it by camera.
Sincerely,
George [redacted]

Dear Mr. [redacted]:I am responding to your correspondence addressed to the Revdex.com.  I'm so sorry to read that your October 20 travel didn't go as planned.I can imagine your disappointment with the limited legroom. We didn't mean to let you down.  You should always have a...

positive experience with United. What you described in your email isn't reflective of our commitment to providing exceptional customer service.  Thanks for bringing this matter to my attention, as your comments help identify training and focus areas so that we can provide exceptional customer service.  I sent on your feedback to help us improve our service.  I apologize for the upsetting events you and your wife experienced. We want to be an airline that's earned your respect and your honest feedback about our service helps us meet that goal.  As a way to say we're sorry, I'm crediting your MileagePlus account with 7,500 bonus miles per person.  You'll receive the 15,00 bonus miles in the next few days.  We appreciate your business and loyalty as a Premier Gold member and look forward to a future opportunity to provide the service you deserve on United. Kindest Regards, Laura [redacted]Corporate Customer CareCase [redacted]

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.   We usually only handle post...

travel issues.  Please allow me to research this matter further.  I will contact you directly when I receive more information.  We appreciate  your business and hope to be able to serve your travel needs in the future.   Regards, [redacted]Coporate Customer CareCase [redacted]

Dear Dr. [redacted]:I have retrieved the reservation for you and Mr. [redacted] and see that this was a roundtrip traveling December 28, 2017 and returning January 3, 2018.United Airlines does not refund used tickets.  Any flight that was cancelled and you did not travel on would be refunded back to your...

original form of payment.  The flight that was cancelled and a refund was processed was done correctly.United Airlines does appreciate your business.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: We appreciate you contacting us through the Revdex.com. I’m sorry you weren't aware your miles were expiring.    We ask that all of our members stay knowledgeable of the MileagePlus rules at www.mileageplus.com/rules .  In addition, we provide members with...

the ability to manage their MileagePlus account online at www.united.com where they can monitor their mileage balance and expiration date, both of which are displayed on the My Account page when signed into their account.   While we do make an attempt to advise members in advance of their expiration date, here are some reasons why notifications may not be received:   •    Members are not subscribed to receive e-mails from us •    We don’t have a valid e-mail address on file •    Our e-mails may be routed to "junk mail" or "spam" folders by various Internet service providers    If you'd like to have your expired miles reinstated, please contact the MileagePlus Service Center for your options. Kind Regards, [redacted]Corporate Customer Care, United Airlines Case: [redacted]

Dear Mrs. [redacted]:  On behalf of United Airlines, I am glad to respond to your letter to the Revdex.com.  I am very sorry to read where you and your party had such a disappointing experience with the bag delay on your recent trip beginning July 12, 2016 and apologize for your...

understandable frustration. Please know our main intention is to always provide safe and successful travel experiences for all customers. This was not the experience any of us wanted for you.       It seems we failed to meet our mutually high expectations for a successful trip, and for that I am truly sorry. Baggage specialists have advised us that the claim number [redacted]/ Bag Tag [redacted] under surnames [redacted] and [redacted], shows no report of damage, pilferage or claim for interim expenses. If you wish to file a claim or have additional questions about baggage concerns, it is necessary for you to contact the Baggage Resolution Service Center at 1-800-335-BAGS (1-800-335-2247) from the U.S. and Canada.  This is a category that requires a customer to collaborate directly with the specialists in Baggage. Guidelines stipulate bag concerns must be reported at the airport on the travel date or in person at the airport Baggage Service Office within 24 hours after a domestic flight arrival, to be eligible for repair or replacement. There is no way to reach a specific geographical location.  We are unable to grant your request for a telephone call as the Revdex.com must be copied in on all communication regarding your concerns.  I have approved two goodwill travel vouchers in the amount of $150. each, for you and Ms. [redacted] as the two names on the baggage claim. You should receive them in 2-3 days with terms and conditions, and they will go to the email address you have provided on this Revdex.com letter above.    Ms. [redacted], we appreciate your business. Please know we look forward to providing you with a much more positive experience when we have the privilege of welcoming you on board a future United Airlines flight again, hopefully soon.   Regards,   Eve [redacted] Corporate Customer CareCase:  10698930

Complaint: 11572150Mr. [redacted], I really appreciated your initial willingness to negotiate. Unfortunately, I couldn't accept your previous offer as I am at my destination already. So ifthere is no more willingness to negotiate further, we can close out this complaint.  Revdex.com, thank you so much for all your help. Unfortunately, we were not able to come to a reasonable compromise.  Sincerely,
Wilson [redacted]

Complaint: [redacted]
I am rejecting this response because: Know one knew at that time Mr[redacted] didn't fly, there is know reason to keep   my funds outside of greed.            Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I contacted United Airlines multiple times to apply the voucher, but they have not done so. Now you are requesting that I contact the same individuals again? This only prolongs the problem.I have an upcoming trip in February and have asked you multiple times to apply the voucher to that trip, but no one is doing so. You are not letting me apply the voucher, and are playing the game of bait and switch. United keeps telling me to contact different departments to apply the voucher and the next department asks me to contact another. You are doing the same thing here. 
Sincerely,
Ankit [redacted]

Dear Ms. [redacted]:I am responding to the additional information you forwarded to the Revdex.com. I have issued Mr. [redacted] a $350.00 electronic travel certificate as well which will be emailed to you in a few days.I am glad I was able to assist you and have a happy and healthy holiday season.Regards,   Susan [redacted] Corporate Customer CareCase:  [redacted]

Dear Mr[redacted]   Please accept my apology for your frustrating and unpleasant experience.   If a flight cancellation within United's control requires an overnight stay, our staff will provide vouchers for a hotel room, ground transportation and in some cases meal...

vouchers. Unfortunately, we are unable to reimburse you for inconvenience, loss of time or absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at your destination.   You may wish to file a claim with your travel insurance company if applicable.   I do note you have previously been provided $350 in electronic travel certificates. Please review the terms and conditions that accompany the certificates.   Again as a Premier Gold member, my apology for the inconvenience.   Regards;   [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:   I’m sorry we didn’t get you to your 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. To help make amends, I am sending you a $100 electronic travel certificate that can be used toward another United or United Express ticket. You can expect delivery via email within 1-2 business days.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,   Cindy [redacted] Corporate Customer Care 9964673

Dear Mr. [redacted]:     The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the disappointment you have expressed.   I'm sorry you have concerns regarding your MileagePlus accounts. We do have...

terms and conditions associated with membership and promotions and I have contacted Mileage Plus leadership for additional guidelines and policies in reference to your concern. As Mr. [redacted] explained failure to complete any terms and conditions or violation to them may result in permanent closure of account.   I’ve provided our online link below as well as MileagePlus Service Center contact info should you need further assistance.   Please contact the MileagePlus Service Center at 800-421-4655 for assistance   https://www.united.com/web/en-US/content/contact/mileageplus/default.aspx   If an error message is received while opening any account, corporate security is alerted. We do treat all accounts equally and don’t make any exceptions so as to create a level playing field for all the members. The rules also do clearly state that once you’e had your account(s) permanently closed, you aren’t allowed to open any additional accounts. We do enforce that one for anyone, no exceptions. I do understand your disappointment and will communicate your concerns.   We highly appreciate your business and look forward to welcoming you onboard a future United Airlines flight whenever your personal or business travel plans permit.     Regards,   Shandai [redacted] Corporate Customer Care Case:[redacted]

Dear Mr. [redacted]:I am responding to your communication submitted to the Revdex.com. I understand your point of view and and wish to express our true regrets in not meeting your expectations, on all fronts.At the airport, customer service representatives are responsible for verifying that our passengers international travel documents are in order prior to boarding the aircraft. The notations appended to Ms. [redacted]' reservation indicate that she was holding a Canadian passport expiring November 2017 which wouldn't be valid 6 months of the arrival date of June 1, 2017. Ms. [redacted] also held a USA permanent resident card. Our customer service representative verified the information with our international travel desk and was advised that Ms. [redacted] could not travel on our flight. It was also documented that we would assist with changes once Ms. [redacted] had the proper documents.  Mr. [redacted], while I empathize with your daughter's situation, ultimately our customers are responsible for obtaining all necessary travel documents and complying with all government travel regulations. For more information, please refer to United Airlines Contract of Carriage Rule 19. Our Contract of Carriage is located on our website: www.united.com. As previously communicated, we will waive the reissue fee associated with Ms. [redacted]' non-refundable ticket. When the ticket is ready to be exchanged, please call our Reservations department at 1-800-538-2929 and refer to confirmation number [redacted]. Please be advised the ticket must be exchanged no later than May 4, 2018 (travel does not need to be completed by this date).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.  El [redacted]:   I'm so sorry you were left with the impression that we don't value your loyalty. I appreciate you worked hard to earn your Premier status.   I regret the Customer Care department cannot upgrade your status on your MileagePlus account due to this would...

compromise the integrity of the MileagePlus program. For missing mileage or status inquiries, please contact the MileagePlus department directly at ###-###-####.   We continue to work on streamlining our amenities and products to provide you with the service you deserve. Your candid observations help improve the way we do business.   We recognize the importance of your continuing business and thank you for being a loyal MileagePlus Premier Gold member. We look forward to welcoming you aboard soon on United.   Regards,   Ms. [redacted] Corporate Customer Care [redacted]