United Airlines

Complaint: [redacted]
I am rejecting this response because: It is a lie! and a shame! Their seats do not recline 4" inches as stated.  THIS WAS A TORTUROUS FLIGHT NO MATTER HOW YOU LOOK AT IT AND THEY SHOULD BE ASHAMED OF THEMSELVES FOR TREATING THEIR CUSTOMERS IN THIS WAY.  IT IS NON OTHER THAN A CORPORATE GREED!  IT IS CRUELTY, TORTURE, A CRIME TO FORCE PEOPLE TO FLY IN THIS WAY WITH HORRIBLE SEATS THAT WON'T RECLINE, NO WIFI SERVICE AS PROMISED, NO INFLIGHT FREE FOOD SERVICE FOR A 8.5 HOUR FLIGHT, 314 PASSENGERS SQUEEZED INTO THE MAIN CABIN LIKE A SLAVE SHIP TO MAXIMIZE PROFITS WHERE EVEN THE FLIGHT ATTENDANTS ARE COMPLAINING ABOUT SERVICING PLUS THE FIRST CLASS PLUS THE CREW!  IT IS A HORRIBLE WAY TO SIT, RELAX MUCH LESS GET ANY SLEEP! , WHERE YOU HAVE TO NEGOTIATE WITH THE PASSENGERS NEXT TO YOU AS TO WHO SHOULD HAVE THE RIGHT TO USE ARM REST SINCE IT IS SHARED, SHOULDER TO SHOULDER TOUCHING BODY PARTS AND INVADING EACH OTHERS SPACE...  IT IS HORRIBLE! AND SHAMEFUL!
Sincerely,
[redacted]

Dear Ms. [redacted]:Our records show that you were contacted by Richard [redacted] with our Executive Desk and you were provide a check in the amount of $232.78 to cover the hotel and the [redacted] as a onetime exception.We are sorry for the issue that took place due to Air Traffic Control.We appreciate your...

business and look forward to welcoming you onboard a future United Airlines flight.Regards,Lisa [redacted]Corporate Customer CareCase# [redacted]

Dear Mr. **;   In order to best assist you, please provide the 13 digit ticket number for each of your parents and their names as they appear on the ticket.   Please know the record locator you provided is incomplete.   Once I receive this information I will...

be able to review their travel.   My apology for any inconvenience.    Regards,   Ruth [redacted] Corporate Customer Care Case:[redacted]

January 14, 2016 Dear Mr. [redacted]: We are sorry to hear of your complaint filed with the Revdex.com regarding your cancelled flight from Newark to Raleigh/Durham.  With safety at the core of our business we will do our best to minimize cancellations as we recognize how...

important it is to you to arrive at your destination on time.  Our records show the cancellation was due to Air Traffic Control related issues. During flight irregularities, our agents will help to arrange alternate transportation for our customers.  Sometimes this involves a longer wait than expected.  Therefore, we can understand if customers choose to make other arrangements.  United does not reimburse for the cost of the alternate transportation however, we will refund the value of the unused portion of your unused ticket.   A refund request was already submitted to our Customer Refund Services department.  The case id for your refund request is: [redacted].  To track the status of your refund, please visit the following link for more information: http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx As we do not have access to Customer Refunds Service’s records, please contact them directly for more information.   Unfortunately, it is not our policy to refund the change fee for a voluntary change.  Additionally, while it is never our intent to inconvenience our customers, we normally do not provide compensation for flight irregularities that are caused by circumstances outside of our control.  However, after reviewing your situation we have decided to make an exception to our goodwill policy.  In turn, we have authorized to issue you a $200 electronic travel certificate to offset your change fee.  The electronic travel certificate number along with the terms and conditions will be emailed to you under a separate cover.  Please allow up to five business days for receipt. We appreciate you bringing your concerns to our attention since our customer's feedback about our products and services is very important in helping us improve our customer's overall travel experience. Mr. [redacted], as a MileagePlus member we truly value your business.  We hope you will not judge us based solely on this experience but will continue to allow us future opportunities to regain your confidence in our ability to serve you.   Sincerely, [redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Mr. [redacted]:  I'm sorry for the trouble you had with your bags.   It certainly wasn't our intent to inconvenience you during your flight. We wanted it to be as seamless as possible. Your feedback ensures we continue to streamline our process so we can deliver that experience. While...

I'm unable to refund your bag fee, I'd like to help offset the cost. I'm sending you an 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.   We thank you for choosing United. We’ll do a better job next time you travel. Regards, Ms. [redacted]Corporate Customer Care[redacted]

Dear Dr. [redacted]: I'm so sorry you and your wife didn't receive a Complimentary Premier Upgrade on your recent flight from Guatemala City.   I can understand how this experience caused you to question our systems and ability to serve you. I have shared your case with our Technology team to...

have them check on the automated software that clears these upgrades. We continue to work on improving our procedures to deliver you with the service you deserve and we welcome your candid observations.    As discussed in our conversation, I will be depositing 20,000 Flex Elite Miles in your account due to the inconvenience. We appreciate your loyalty as a Premier member and look forward to welcoming you on board a future United Airlines flight.   Kind regards,   Patricia [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:   The Revdex.com has notified United Airlines that you have filed a complaint against us regarding not receiving the travel credit for the difference in fare on the ticket you rebooked in November.  I'm sorry you didn't receive your Electronic Travel...

Certificate.   I have sent you a separate email with an attached copy of your certificate. Unfortunately, we are unable to apply this credit to your current reservation, as certificates must be redeemed at the time of booking.  However, I hope you can use it for the next flight you book with us. I'll make sure to pass along a "heads-up" to our Technology department for review, too, in case this happened to others.   Thank you for your loyalty. It means a lot to us. We can't wait to serve you again on a United Airlines flight.   Regards,   Candance [redacted] Corporate Customer Care Case:  [redacted]

Complaint: [redacted]I got the following response from the refunds department:---Dear [redacted]:Thank you for contacting United Refunds. The ticketed reservation has been voided and the credit card was not charged.Thank you for the opportunity to assist you.Sincerely, ---- This is unacceptable. As stated in all correspondence with United, I want a refund of my [redacted], not the credit card. Fix it.

Revdex.com complaint [redacted] United case ID [redacted]Customer had already contacted us directly and I have responded to him. I am including my response to him below.Regards,[redacted]Corporate Customer CareCase: [redacted]Response sent to Mr. [redacted]:Dear Mr. [redacted]: I see that you paid $1,777.50 for your ticket from Aspen to Newark via Denver and Boston. Our records show that you exchanged a nonrefundable round trip ticket from Newark to Boston for this new one way ticket and paid the fare difference. It is documented in your record that the call did drop, and I am sorry. Usually a $200 change fee is charged when exchanging a nonrefundable ticket, but our agent made an exception and waived the $200 change fee in this instance. Allow me to explain that since you did make the change at such short notice, you were not eligible to purchase a discounted fare and the full one way fare was charged. I sincerely regret no lower fares were available for your travel dates and destination. We offer a variety of fares to meet our customers' travel needs. This not only helps those who want the lowest fare possible, but also others who require more flexibility than the lower fares may allow. If you book your reservation in advance, it may increase your chances to get a lower fare. Your request to have your issues reviewed by a Supervisor is appreciated. Allow me to clarify that you have reached the corporate offices of United Airlines. We work directly with our senior leadership team as well as our executive officers and we are tasked with responding on their behalf. All customer correspondence is routed to our attention for review and  a response. I recognize that you want this matter escalated however, your concerns are considered escalated by our office.We have waive the $200 change fee for you and refunded your wife's checked bag fee. Additionally, we have offered two $100 travel certificates for you and her. The compensation which was offered was not meant to place a value on your experience or to cover the cost of you ticket but rather to make amends for your disappointment with our service.  We are unable to offer further compensation. While we won't be able to honor your request on this particular issue, and will consider this matter concluded, please know the feedback was sent on. Once again, 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 the loyalty you’ve given to us. We will always be grateful for your business and look forward to welcoming you on board a future United Airlines flight. Regards, 
[redacted] [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear you did to receive the miles you were expecting when you enrolled in the Emiles promotion and I understand your disappointment.  I have forwarded your feedback for further...

review of this specific concern in order to resolve this problem as soon as possible.As a goodwill gesture I have deposited 5,000 goodwill miles into your account which should be posted in a few days. Thank you for being a MileagePlus member with us and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: Christine [redacted] CC
Contact Phone: [redacted]
Contact Email: [redacted]
We are committed to providing excellent customer service and will make every effort to address your concerns.
To facilitate our...

research, kindly reply to this e-mail with the information below and a brief summary of your request.
Passenger name (s):
Frequent flyer number (if available):
Flight Number:
Flight Date:
Ticket Numbers:
Approximate Departure Time:
Origin:
Destination:
We appreciate your business and look forward to welcoming you on board a future United Airlines flight.

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we are sorry to learn about the circumstances which prompted you to cancel your award ticket.  If a MileagePlus member chooses to cancel a MileagePlus award ticket...

and redeposit the miles into his or her MileagePlus account, a redeposit fee is assessed and based on the status of the MileagePlus member.  In this case, a $200 redeposit fee is applicable as you are a MileagePlus member with a general status and you cancelled your award reservations and redeposited the MileagePlus miles into your MileagePlus account.  It is important to note that United will make an exception and refund the $200 redeposit fee upon receipt of the required documentation. United’s refund policy is detailed on our website; we have provided the URL for your convenience as well as other URLs which provide information concerning MileagePlus awards:  https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx, https://www.united.com/web/en-US/content/help/rewardflightsearch.aspx, and https://www.united.com/web/en-US/content/mileageplus/awards/travel/ticketing.asp...⇄ In order to obtain a refund of the redeposit fee, the MileagePlus member does need to submit his or her ticket information and a doctor’s note online to United Refunds through United's website; the URL is as follows:   www.united.com/refunds.  Under the section "Select a refund type," please be sure to "E-Ticket refund."  The appropriate documentation needs to be attached to the refund request so please be sure to click on "Browse" to attach the document.  Information concerning "Documentation requirements and processing" is detailed on United’s website under “Refund request for nonrefundable tickets – unplanned event.”   While we regret any misunderstanding concerning United’s refund policy, we do hope you will contact United Refunds to request a refund of the redeposit fee. Thank you for your patronage as a MileagePlus member, Ms. [redacted].  We look forward to continue serving your travel needs.   Sincerely, [redacted] Corporate Customer Care United Airlines Case ID 104[redacted]

January 14, 2017   Dear Ms. Polanco [redacted]:   I am responding to a correspondence received from the Revdex.com.   Please accept my apology on behalf of United Airlines for the inconvenience you experienced on December 23, 2015 when flight, UA1473 from Santo...

Domingo to New York/Newark, NJ airport was delayed. Direct customer feedback about our products and services is so important in helping us to improve.   First and foremost, please know our goal is to operate every flight on schedule, every day. Unfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed. When this occurs, we want to minimize the impact to you as much as possible and keep you informed. We are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning process.  We value your business and would like the opportunity to express our appreciation for the flight delayed of UA1473 on December 23, 2015. We invite you 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, MJ0KBS, 2) ticket number or 3) MileagePlus number.  Also, we sincerely apologize for falling short of our high service standards and the mishandling your baggage; as well as, for any possible miscommunication you may have received from our baggage service representative. We realize how disappointing it is to arrive at your destination to have your baggage delayed. Regrettably, we are still tracing for the bag. We are continually working to improve all aspects of our service and your feedback helps us determine where we should take corrective action.   We are sorry our tracing efforts have been unsuccessful, and apologize for the inconvenience this incident has caused you. I want to reassure you that United Airlines is doing everything possible to locate your baggage. The most intensive phase of tracing is based on the information you provided on the claim form submitted to our Baggage Resolution Center. The accuracy of the information you provided enhances our ability to locate your property through our tracing efforts. Our main priority is to reunite you with your baggage.   I contacted the Baggage Resolution Center on your behalf and I have been advised the claims are taking approximately 10-12 week to be settled. Once the claim is resolve, our Baggage Resolution Center claims representative will be corresponding with you via U.S. Postal Service. On behalf of the Baggage Resolution Center they wanted to extend a sincere apology for the inconvenience our baggage mishandling caused you. Thank you for allowing me the opportunity to apologize and register your complaint for future improvement.  Ms. Polanco [redacted], we appreciate your business and look forward to welcoming you on board a future United Airlines flight.  Regards,  Mrs.. Elizabeth [redacted] Corporate Customer Care United Airlines UAL: 9910549 Revdex.com: 11018632

Dear Mr. [redacted]: I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear that 10,000 miles were deducted from your account for the TSA pre check application fee, however; the code you received was invalid.  I have re-deposited 10,000 goodwill...

miles into your account which should be posted in a few days.Thank you for being a Premier Silver member with us and have a nice day. Regards, Susan [redacted]Corporate Customer Car*
[redacted]

January 13, 2016 Dear Mr. [redacted]: We are sorry to hear of your complaint filed with the Revdex.com regarding your December travel experience. We apologize for your checked baggage delay and for your frustrating experience when trying to obtain information regarding the...

status of your checked baggage.  Our records reflect that you have since been re-united with your checked baggage. Just to let you know, our Baggage Resolution Service Center handles all delayed checked baggage claims.  Therefore, if you incurred any interim expenses while your checked baggage was delayed and if you have not already done so, please fill out the Baggage Claim Form which is available on our website for reimbursement consideration.  You may click on the following link to download this form:  https://united.com/web/en-US/content/travel/baggage/delayed.aspx Because we recognize your travel experience was negatively impacted, as a tangible gesture of our regret we will be issuing you a $200 electronic travel certificate for your use on a future United flight worldwide.  The electronic travel certificate number along with the terms and conditions will be emailed to you under a separate cover.  Please allow up to five business days for receipt. Mr. [redacted], as a MileagePlus member we truly value your business.  We hope you will not judge us based solely on this experience but will continue to allow us future opportunities to regain your confidence in our ability to serve you.   Sincerely, [redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Mr/s. [redacted]I am responding to your complaint filed with the Revdex.com, reference number [redacted]. I'm very sorry you were disappointed with the schedule change.   I understand this isn't how you envisioned your travel going. I'll pass along your feedback so we can continue...

working hard to be the airline of your choice. If you need any assistance with the changes, please contact Reservations at 1-800-UNITED-1 and we'll do all we can to help. We want to deliver the schedule you need, but sometimes there are operational limitations. I sincerely apologize for the inconvenience.   While I can't change what happened, I would like to make things better. I am sending you an electronic travel certificate as a way to apologize for the disruption in your travel schedule. The travel certificate will arrive in separate email within a few days.   On behalf of United, we look forward to welcoming you aboard your next flight. Kind regards, Sarah [redacted]Corporate Customer CareCase [redacted]

I am rejecting this response because:You have failed to address any of my concerns, so allow me to once again state what they are:1.      What was the cost of the ECM blower motor? Obviously the cost of the part has to be the starting point for charging the percentages you have listed, otherwise you are just pulling figures from the air.2.      What percentage was I charged? Allow me to quote you, “Because we have been in business over 70 years now, we have found to end with a 10% profit at the end of the year, we need the following to happen in our repair costs:  30-35% equipment/part price, 15-20% labor, 25-30% overhead (I listed some of the overhead above).” Base on your stated rates, how much of a percentage was I charged in each category. A five percent variance in each category is a significant amount, so was I charged the lower or higher percentages, or something in between?3.      Why was my wife not provided with notice that she was entitled to a written estimate? The Ohio Administrative Code, Chapter 109:4-3 Deceptive Acts or Trade Practices in Connection with Consumer Transactions speaks to the requirement for your representative to provide notice to my wife that she could request a written estimate. Your repair technician did not provide that information. As well, a specific form was to be provided to my wife that she would have initialed acknowledging the type of estimate provided or if she had declined the estimate. Your technician, in violation of the law, failed to provide one.4.      Why was I not provided information regarding the amount of sales tax I was charged? Since you sold a part to repair my furnace, Ohio law requires that I pay sales tax on the purchase. Since I, as a consumer and tax payer, am entitled to know the amount of sales tax paid, because it is a deductible item on federal income tax returns.5.      If you claim to operate a legitimate business, why will you not provide me with an itemized statement of invoice that outlines the cost of the part, the amount of labor charged and the amount of sales tax paid?6.      After spending the $1655.00, why have you not provided me in writing with the provisions of the 6 month warranty that was suppose to be included?  For your convenience, I have included the applicable Ohio Administrative Code: Chapter 109:4-3 Deceptive Acts or Trade Practices in Connection with Consumer Transactions109:4-3-05 Repairs or services.(A) It shall be a deceptive act or practice in connection with a consumer transaction involving the performance of either repairs or any service where the anticipated cost exceeds twenty-five dollars and there has been face to face contact between the consumer or the consumer's representative and the supplier or the supplier's representative, prior to the commencement of the repair or service for a supplier to:(1) Fail, at the time of the initial face to face contact and prior to the commencement of any repair or service, to provide the consumer with a form which indicates the date, the identity of the supplier, the consumer's name and telephone number, the reasonably anticipated completion date and, if requested by the consumer, the anticipated cost of the repair or service. The form shall also clearly and conspicuously contain the following disclosures in substantially the following language:"EstimateYou have the right to an estimate if the expected cost of repairs or services will be more than twenty-five dollars. Initial your choice:_____ written estimate_____ oral estimate_____ no estimate"(B) It shall be a deceptive act or practice in connection with a consumer transaction involving the performance of either a repair or a service where the anticipated cost exceeds twenty-five dollars and where any portion of the repair or service is to be performed at the consumer's residence, for a supplier to fail to orally inform the consumer at the time of the initial face to face contact and prior to the commencement of any repair or service, of the consumer's right to receive a written or oral estimate and to provide the consumer with a form which conforms to the requirements of paragraph (A)(1) of this rule. For purposes of this paragraph, where a supplier performs any part of a repair or service at a consumer's residence, the repair or service shall not be deemed to have been commenced until the supplier arrives at the consumer's residence.
Regards,
[redacted]

I spoke to Michelle.  She opened your email on Friday, November 4th.   We really needed more than one business day to respond.   Since you have decided to use this platform, we will go this route.  I have taken the information from Michelle and asked her not to respond...

to your email.    I spoke to the technician and he did say he ball parked the repair at $1200.  He did go on to say that before he did any of the work, he did go over the repair price of $1655 with your wife.  She approved this work for $1655.  After she approved the work at $1655, he left your home and drove to our distributor.  He then returned and fixed the problem.   If there were any issues at all, you and your wife had plenty of time to change your mind.      As far as wanting a specific cost of a part, that’s a hard question to answer.   The reason is that there are many other costs involved with running a business other than one cost of a part.  Those costs include:  electricity, natural gas, labor to answer phones, labor to provide the service, health care premiums, 401k, workers comp premiums, gas for the trucks, health and auto insurance, all taxes, uniform costs, truck and building maintenance, etc.   Im sure you understand I could go on - the list is endless of the costs needed to run and keep a business in business so we will be here for our customers.      Because we have been in business over 70 years now, we have found to end with a 10% profit at the end of the year, we need the following to happen in our repair costs:  30-35% equipment/part price, 15-20% labor, 25-30% overhead (I listed some of the overhead above).  Then, with the profit, we can buy more trucks, market ourselves and pay out a profit sharing bonus to our employees.   Using the percentages listed above, you can figure how your repair costs were divided up.  I will say your repair price reflected those percentages.   Looking at our technicians GPS from the time he was dispatched to your home, diagnosed the problem, drove to the distributor, returned and replaced what was needed, the total time exceeded 3 hours. I believe I have addressed all of your concerns.  If I can be of further help, please get back in touch.

I'm sorry we let you down.  Our service department is one of the best in the city and usually finds the root of the problem on the initial visit.   Your settlement request sounds reasonable to me for your inconvenience.  A check made out to you will go out in the mail...

tomorrow.

Im sorry, I see your property is located in New York.   We are located and work in central Ohio only.   We are not part of Sears Roebuck.    You will need to contact them to remedy this situation.    Good luck!!