United Airlines

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 meI do feel as though this is part of a larger problem and united airlines is scamming people and taking advantage of their customersI am an attorney and decided early on that I would fight this nail and tooth but others (particularly rhenelderlt or less educated) would have given up long agoWhile I'm satisfied somewhat with the result for me personally I think the bigger issue should be addressed and I will continue to publicize my experience Sincerely, Candice [redacted]

February 15, 2016Dear Ms***:We are sorry to hear of your complaint filed with the Revdex.com regarding your recent travel experienceWe regret to learn that you accidentally left a white [redacted] shopping bag containing an 11x [redacted] canvas painting, a white wool scarf and a multi pack of Christmas boxes on board your flight After filing a lost article report, our staff will do all possible to assist in locating your missing item All items found in our terminals or onboard our aircraft are kept at the airport locations for five days After that they are sent to our Baggage Resolution Service Center in Houston We regret there is no public access to our warehouse Please know that due to the heavy volumes of lost items reported to us each day, you will only be contacted if your missing items are found Any further questions pertaining to your lost items would need to be referred back to our Baggage Resolution Service Center at 1-800-335-2247.Ms***, we truly value your business We hope you will not judge us based solely on this experience but will re-consider and allow us a future opportunity to regain your confidence in our ability to serve you Sincerely, Judy [redacted] United Airlines Corporate Customer CareRef #

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we regret any inconveniences experienced concerning your Mileage Plus account I have contacted our Mileage Plus department on your behalf and have been advised that a letter has been issued to you by our Corporate Security Department in reference to your account and confirmation numbers B1479W and K5HFQPlease contact them directly via email [email protected] as advised per the letter provided to you Thank you for your patronage as a MileagePlus memberWe look forward to addressing your concerns and working with you to reinstate your account Regards, Shandai [redacted] Corporate Customer Care Case [redacted]

Complaint: I am rejecting this response because: The thing is that nobody ever told us that it is three month round tripOtherwise we would definitely not purchase the ticketsEven worse, nobody mentioned this to us when we changed the flight back to China! Why bother wasting the first class tickets if we knew that it would expire soon?! It is a huge amount of money, and it totally does not make any senseWe need higher level management to address the issue ASAPNobody is stealing money from customers, especially for such so called well known corp!If this case is not solved efficiently, we will use public resources such as facebook twitter to let more people hear our voices Sincerely, Hai Ping ***

Complaint: [redacted] I am rejecting this response because: this seems to be an arbitrary policy that United has that prevents them from offering a reasonable refund for ineffective servicesHad there been fewer delays, I would not be so angryI experienced delays on every single leg of my trip and meal vouchers do not begin to cover the amount of time I spent waiting in each airport and missing connectionsI didn't even end up using all the meal vouchers, and I don't have a receipt for hotel costs because I instead had to request that family travel over an hour each way again to get me from the airport, and I stayed with them during my delayLook at the records of how many times I was delayed and imagine being trapped alone at an airport yourself Sincerely, Emily [redacted]

Dear Ms [redacted] , The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines I apologize that the MileagePlus Program was not explained to you before you tried to apply all the tickets that you purchased to your account oppose to having each traveler open up a account for their miles to post to their own accountOpening up the Chase Explorer card allows you to receive the points for any ticket that you purchase and each traveler would get credit for travelingPlease accept our apology for the unpleasant experienceRegards, Lisa [redacted] Corporate Customer CareCase#

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn that your 55,MileagePlus miles expired on September 1, The rules of the MileagePlus program do stipulate that “any member who fails at any time to engage in account activity for a period of eighteen (18) consecutive months is subject to termination of such member's membership and/or forfeiture of all accrued mileage as of the last day of the 18th month Activity includes (without limitation) earning flight miles on United or earning or redeeming miles with a MileagePlus partner (as defined in Rule 12), redeeming miles for award travel, buying miles or transferring miles.” We want our members to actively enjoy the MileagePlus program so we have made it easy for our MileagePlus members to keep their miles active As long as you earn or use MileagePlus award miles at least once every months, your miles will not expire I kindly ask that you review your records to see if you have any type of qualifying activity such as a car rental or a flight which did not post to your MileagePlus account within the last twelve months If so, then please call MileagePlus at 1-800-***-*** Our MileagePlus specialist will review your information to determine if your expired miles will be eligible for automatic reinstatementOr you have the option to reinstate your expired MileagePlus miles for a fee of $USD We have provided the URL for your convenience which contains the terms and conditions of this online offer: https://buymiles.mileageplus.com/united/reinstate/ Please be sure to select “Reinstate expired miles.” If you are interested in buying back your miles, please be sure to call MileagePlus or go online and follow the required steps Another option is to complete a challenge for $I do hope this information is helpful and that you will be able to benefit from the Reinstatement Miles offer if you do not have any flights which were not automatically credited to your MileagPlus accountSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted]

Dear Mr [redacted] :Direct customer feedback about our products and services is so important in helping us to improve.I would like to extend a sincere apology for not delivering better service.We understand your disappointment and take your concerns very seriouslyIn 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.Recorded phone calls are proprietary, for training purposes only, and are not released to the public.Your request for an adjustment in fare due to a processing error is appreciated, however we must respectfully deny your request as fares are not guaranteed until ticketedHowever, it is never our intent to inconvenience our passengers, and I regret your expectations were not metWe are sending an electronic travel certificate in a separate email as a gesture of our concernPlease allow up to business days for processing.According to the information on the website you provided, the exempt charges include: [redacted] U.SCustoms Fee [redacted] U.SImmigration and Naturalization Fee [redacted] U.SAnimal and Plant Health Inspection Service Fee (on International tickets only)Our Rates Desk has confirmed none of these fees were charged to your tickets and the fees that were charged are not exemptTherefore no refund is due as you were appropriately charged.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support Thank you for being a MileagePlus member and we look forward to serving you again soon.Regards, *** [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] l:I am very sorry to hear about your ticketing failure along with poor service from our Reservation Department.I have taken care of the refund for youYou may check the status of your refund at www.united.com Your refund referral number is Please be advised that your refund will be lower than expected due to the price at purchase as seen below.XXXXXXXXX35581SGFORDUA016174.08174.080.000.007Sales2ORDBNAUA016166.38166.3...⇄ we cannot make up for the inconvenience that you experienced, in an effort to express our sincere apologies, I will send you an Electronic Travel Certificate for $that you will receive in a separate e-mailPlease allow business days for deliveryThank you for your loyalty as a Premier Gold MileagePlus member.Kind regards, Patricia [redacted] Corporate Customer Care Case

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, Danielle [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Dear Mr [redacted] I am responding to your complaint filed with the Revdex.com I sincerely apologize for the inconvenience that you experienced as a result of cancelled flight on June 9, Operational reliability is one of our foremost priorities Unforeseen weather delays can put a strain on airport operationsTo regulate traffic and resume schedules, ATC sometimes holds planes back or asks airlines to cancel a percentage of flightsWe work hard to re-accommodate our customers on the earliest flights possible in order to minimize inconvenience UA was cancelled due to approaching severe weatherWhen inclement weather is expected, United pre-cancels some flights that affect the fewest number of passengersIt is never our intention to inconvenience our passengers, and in today's economic climate, it is certainly not to our advantage to cancel flights unless it is absolutely necessaryBut by precanceling the flights we believe will not be able to operate as scheduled, we have more time to protect any affected passengers [redacted] other flights and reduce the delays on the flights we are able to operate Our records show that each of you received a $electronic travel certificate as compensation Please contact our Baggage Resolution Center regarding possible reimbursement for items purchased due to the delay of your baggage at X-XXX-XXX-XXXX We appreciate your business and look forward to seeing you on a future flight with United Airlines Regards [redacted] Corporate Customer Care Case XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/28) */ United only gave us a $in flight creditThis was after both the inconvenience on both my flights to and from my vacation which they are claiming was due to weather, and the amount of time I spent on the phone with them, at the airport, and writing letters to themThis does not cover the expenses I paid when my baggage was lost twice, the extra expenses for my rental car, the extra expense to stay at the hotel when we couldn't get home, the extra expense for my taxi when I arrive home because I had to wait on a baggage claim line (AGAIN) and my Oakley sunglasses I lost while I had to run to the gate through security because I almost missed the exchange flight because when I asked to meet a supervisor I had to go to her which was outside of security because she was to busy to come to meI have never had this problem when I flew with ContinentalThrough my experience, reviews from other customers, and responses from even the employees I spoke with at the airport during this time United is overly concerned about the wrong things and not putting their customers experience at the highest priority!!!!! Final Business Response / [redacted] (4000, 14, 2015/07/28) */ Dear Mr [redacted] I am responding to your complaint filed with the Revdex.com We believe that the compensation we offer is fair and reasonable and in line with the service you experiencedPlease understand that each of the flight cancellations were a result of Air Traffic Control and weather, which is out of our control and do no typical allow compensationOur intentions are to offer you a balance of valuable options that are easy to redeemI hope you will accept the travel certificate in the spirit we intended We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Corporate Customer Care Case XXXXXXX

Dear Mr***: I'm sorry we couldn't get you to Newark on-timeI can imagine your frustration with our cancellationI'm sending you each a Electronic Travel Certificate, which should arrive via regular mail in the next few business daysWe're constantly looking at how we can improve when handling these situationsOnce again, I apologize for any inconvenienceI am also sending you a $ [redacted] Gift Card against your hotel purchase Thank you, Mr***, for your business and loyaltyWe look forward to offering you a better experience on your next United flight Regards, [redacted] ***Corporate Customer CareCase: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11144091, and find that this resolution is satisfactory to me Sincerely, Meghan [redacted]

Mrs [redacted] , I am sorry to hear that you had an unauthorized charge to your credit card I understand that along with the taxes, airport fees, and $clobooking fee you paid when you purchased the award tickets for you and your daughter, there was an additional fee of $ charged to your credit card by United Based on notes in your reservation, a refund was requested on March 7th for the duplicate charge of $and some of the fees for economy plus seats were waived as goodwill due to the error While I can understand your disappointment, I must respectfully decline your request for additional goodwill We are looking forward to welcoming you both onboard on March 13th Kind regards, Dana [redacted] Corporate Customer Care Case

Dear Ms***: We appreciate you contacting us through the Revdex.comI sincerely apologize for the confusion and miscommunication regarding the ***es to your ticketIt certainly wasn't our intent to mislead you and I'm very sorryI'll make sure to pass along this feedback so we can address the issueWe realize the information we provide helps you make important decisions related to your plansAs part of the ticket's rules, there's a processing charge for any ***esApart from that fee, you may also have to pay for any price difference if the same discount isn't availableIn looking at your ticket, I see that we waived the $***e fee you paid the difference in fareAlthough the charges are accurate and not refundable, I understand your concernsAs a gesture of goodwill as we discussed, I will send you a $Electronic Travel Certificate for use towards the purchase of a future United flight to help off-set the feeYou will receive a separate email within a few daysI realize this is not the response you had hoped for and again would like to apologize for the frustration this caused you We do appreciate your feedback as a MileagePlus member and welcome the opportunity to provide better service for you the next time you fly with United.Kind Regards, [redacted] Corporate Customer Care - United AirlinesCase: [redacted] Corporate Customer Care - United AirlinesCase: [redacted]

Dear Mr [redacted] : Thank you for your replyI regret you're dissatisfied with our response I am very sorry you were not provided with timely updates when your flight was delayed We realize communication is essential and based on your comments; clearly we could have done a better job I regret we are unable to refund your ticket as transportation has been provided and your ticket has been usedHowever as a gesture of goodwill, I have requested the bag fee be refunded to you I sincerely regret that you feel the compensation you received was inadequate and not commensurate for your described experiencePlease understand that we do not intend to quantify your experience; the compensation we offered is not meant to reimburse expenses, rather it is a goodwill gesture intended to reflect that we are truly sorry for the event and the negative impression with which you were left You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decision Your circumstances nonetheless warrant special consideration to issue as a gesture of goodwill, I am authorizing an additional electronic travel certificate for future use I hope this will express our desire to provide you with the service you deserve and to bring this matter to an amicable close The electronic travel certificate will be emailed to you separately and you should receive it, at this email address, in the next 3-business days Your feedback will be helpful as we strive to provide you and other customers with positive travel experiencesOur goal is to remain your preferred carrier, and we understand the importance of providing consistently safe, reliable and professional service to achieve this objectiveGiven 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, Cindy [redacted] Corporate Customer Care Manager

Dear Mr [redacted] :Thank you for taking my call today It was a pleasure speaking with you.Again, I apologize for the poor travel experience that you had with United Airlines on January 11, As promised, I have issued the $Electronic Travel Certificate which will arrive in a separate email within the next few daysWe hope that you will use the certificate to give us the opportunity to provide the service you deserve I appreciate you choosing United for your travel and look forward to a more positive travel experience for you Best regards, Mary Beth [redacted] Corporate Customer careCase ID: [redacted] Revdex.com [redacted]

Dear Mrs***: I'm sorry we didn't get your daughter to her destination when we promised on May 12, We didn't deliver the comfortable travel experience we're committed to providingPlease accept my sincerest apologies for not meeting your expectations or our goalsTo apologize for your inconvenience and to regain your trust, I will e-mail you a $Electronic Travel Certificate that will arrive separately within the next five business daysI hope you will give us a chance to give you a more positive travel experience I appreciate you chose United for your travel and on behalf of our United family, we hope your next trip with us will deliver the experience you deserveRegards, Christina [redacted] Corporate Customer Care [redacted]

Dear Ms [redacted] :We regret to hear of the inconveniences you have expressed.The ticket you included with your complaint: [redacted] is not a United ticket and we do not refund other airlines ticketsIf this is not the correct ticket number and have a United digit ticket that starts with we can investigate the matter furtherIt you do not have a ticket that starts with 016, please refer your inquiries back to [redacted] for further assistance.We appreciate this opportunity to respond to your concerns and we look forward to serving you again.Regards, James [redacted] Corporate Customer CareCase:

Dear MsOliveira:I'm very sorry for the all the issues that took place once you disputed the charge that would make your ticket unavailableYou mentioned that the charge that you showed was different from what the reservation agent said that you were chargedThe charge that the reservation agent said was not charged by United was the charge that you were told you should dispute not the charge for your actual reservation.Since your disputed chargeback was approved by your bank and you are also requesting a refund for the ticket that you purchased on the day of travel when you realized that your ticket was no longer available.Since you did travel I am not able to refund you for both tickets since one has been, but I can provide you with a $travel certificate as a goodwill gesture that will be emailed to you in a few days.I am very sorry for the misunderstanding that took place with your reservationPlease remember that if you dispute a charge then your ticket is no longer valid and in this case that was not what you wanted to do.Again I am very sorry for the misunderstanding.We appreciate your business.Regards, Lisa VentersCorporate Customer CareCase# [redacted]