United Airlines

I simply want United Air to assure me that I will have a seat on my return flight from Philippines to Virginia They were the ones to cancel my ticket , I am not sure how much of it they were able to cancel

Complaint: [redacted] I am rejecting this response because: I want to be compensated for my time lost within my business timeTherefore I am asking for a 50% refund of my money process immediately period as stressed repeatedly I would not be flying with United Airlines so your hundred dollar voucher does not help me in any wayI would like 50% of my money back ASAP Sincerely, [redacted]

We apologize for any mis communication the passengers received The passengers received seat assignments on their boarding passes based on the class of service purchased, which was Economy However, the seats they chose on board the aircraft were reserved for EconomyPlus passengers, which is at a higher fare Unfortunately Flight Attendants are not involved in the seat assignment process prior to boarding however, we task our Inflight Crew to make any seating decisions during the flight At times, this may result in passengers being moved We did not intend any confusionPer FAA regulations, passengers are required to comply with Flight Attendant directives, including requests for passengers to sit in their assigned seatsOn February 3, 2018, we responded to Ms [redacted] complaint, and offered an apology for the inconvenience As a token of goodwill, we issued both Ms [redacted] and Ms [redacted] an Electronic Travel Certificate in the amount of $($total)

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention Please accept my apologies for the disappointing travel experience you had with us recentlyI was terribly sorry to learn of the "Weather/Air Traffic Control" diversion of your flight UAon May 28, that caused so much stress and frustrationUnfortunately in our line of work we do encounter necessary cancellations, delays, and diversions in order to ensure the safety of our passengers and crewWe recognize how disruptive this can be to your already busy schedule and do our best to minimize the impact this can have on your travel plansWhile flight irregularities do sometimes occur, sub-standard customer service should notThe poor handling that you report certainly does not meet our United standard for serviceIn any event, we don't question the inconvenience this caused you and the feelings of frustration that resultedFrom what you describe, we didn't live up to your expectations or ours, and I'm sorry Regrettably, we do not provide hotel accommodations for our passengers [redacted] the reason for the flight irregularity is not within our controlHowever, we do make exceptions for our Global Service members and our 1K Mileage Plus members in appreciation of their loyalty to United AirlinesYour request for reimbursement of expenses is appreciatedHowever, we do not offer reimbursement of accommodations our customers secure on their ownI do hope you are able to use the travel certificate issued previously and give us an opportunity to regain your trust and confidenceWe look forward to seeing you onboard again soon Mr***, as a member of our Mileage Plus program, your business and satisfaction are especially important to usWe understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again Best regards, [redacted] Corporate Customer Care Case ID XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] ***: Thanks for taking the time to respond and I appreciate your apologyHowever, please understand that I do NOT accept your response as to how United has handled thisI understand there is limited recourseMy biggest thing is just utter disappointment with a company of your size and visibilityI get that weather is unpredictable and everyone is "doing their best"What is NOT acceptable to me is "cherry-picking" who is accommodated and who isn't for hotels I spoke to different passengers during our experience, (2) of whom were NOT even United Mileage Plus members, and THEY received Vouchers for Transportation and Hotel Accommodations to the DoubleTree hotel in downtown Tulsa, OKThis reaffirms to me that my expectation to have been covered is NOT unreasonable based on this, and reading your response, frankly is further frustrating and disappointing The answer you have provided above is inconsistent with what I heard from other passengers, and further proof to me of how United chooses to handles its customers and "values" them(exceptionally low) United's response to this shows me to the lack of core values as a companyOut of principal, I do not intend to travel with nor use the travel voucher provided Thoroughly disappointed, D [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/18) */ Dear Mr***: Your latest correspondence with the Revdex.com has been forwarded to my attention I'm sorry that you continue to be disappointed with United Airlines and my previous responseI'm sorry that you are unhappy with our policyUnited Airlines does not offer hotel accommodations when the reason for the flight delay or cancellation is not within our control, such as weatherWe do make exceptions for some customers in appreciation of their loyalty as Global Service members or our 100,Mile FlyersRegrettably, we are unable to reimburse you for your hotel expensesI appreciate your understanding Mr***, I hope you will reconsider your decision to avoid United in the futurePlease give us another opportunity to regain your confidence and support Best regards, [redacted] Corporate Customer Care Case ID XXXXXXX

Dear Ms***: I am responding to your correspondence addressed to the Revdex.com regarding your mother's reservation (Confirmation [redacted] ).I'm so sorry to learn of the circumstances with your parent in Puerto Rico I understand this is a difficult time for your family and I apologize for the added frustration trying to resolve your concern A refund of your mother's ticket ( [redacted] ) was processed today I spoke with a Refund representative who explained that once the bank receives the funds they should post to your new debit card if your old card had to be cancelled due to it being stolen Kindly follwith your bank to advise the urgency to have the funds posted to your account.We thank you for choosing United and we look forward to welcoming your family aboard your next flight.Kindest Regards, Laura [redacted] Corporate Customer CareCase [redacted]

Dear Ms***:I regret the issues you had with checking in your animal with our cargo departmentOur colleagues at the cargo department will be reaching out to you directly to assist you further with your pet concernsThank you for flying the friendly skiesRegards, [redacted] ***Corporate Customer Care [redacted]

Revdex.com:Here is the information that was requestedPassenger name: Hong [redacted] ***Frequent flyer number (if available): N/AFlight Number: April LAX to ORD United 1897; ORD to TYS United 4589May TYS to DEN United 4476; DEN to LAX United 701Flight Date: April out of LA and May out of KnoxvilleTicket Numbers (digits beginning with 016): 0167954788887United Confirmation number: [redacted] Sincerely, Bradley [redacted]

Dear Mr***: Thank you for taking the time to write on behalf of your father, Govindbhai *** Your feedback regarding his recent travel experience with United Airlines is very important to us, and I appreciate your patience and the opportunity to address your concerns While our records indicate your concerns were addressed by my colleague Mr***, and documented for appropriate corrective action, we want to specifically acknowledge the disability service aspect of your communication to the Revdex.com At United Airlines we are committed to providing our customers with disabilities the assistance they require during travel We do not take complaints of this nature lightly; upon receipt of your letter I immediately contacted our Mumbai airport staff to ask for feedback from their staff in response to your concerns We have no record of your father’s request for wheelchair assistance, and our check in staff does not recall having a conversation with you and your father However, we don't tolerate any type of discriminationIt wasn't our intent to leave you with a negative impression and I can imagine your disappointment While I respect your perception that the service that your father received was unsatisfactory, I did not find any evidence that there were any disability laws broken in this instance; however, this comment is not intended to trivialize your disappointment in our services, but merely to foster a better understanding between us For future travel, please let your father know that we staff Complaint Resolution Officials (CROs) at all the airports that we serve A CRO is a disability specialist and customer advocate and is available upon request either in person or by telephone in the event of a disability service issueThe CRO will work to resolve the matter on the spot and in accordance with our policy A CRO can also be reached on our 24/Disability desk at 1-800-228- He or she can answer questions, address concerns and ensure our customers’ special service requests are properly documented in their reservation records Airline customers may also address disability service issues with the Aviation Consumer Protection Division at the U.SDepartment of Transportation (DOT) DOT involvement does not influence or require airlines to issue compensation under these circumstances I hope your father will use the travel certificate authorized by my colleague and give us an opportunity to regain your confidence in our service Mr***, your family’s business is greatly appreciated Thank you for choosing United Airlines Regards, Tera [redacted] Complaint Resolution Official (CRO) Disability Specialist – Corporate Customer Care

Dear Mr***: I'm very sorry to hear your checked bag was damagedYour luggage is important to youIt's important to us, tooI can understand why you're frustratedA damage report must be filed at the airport within hours of arrival, so one of our airport agents can visually assess the bagIt's important to leave your bag tags attached to your luggage, tooOnce our agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction If, for any reason, you left the airport without reporting the damage, please contact our Baggage Resolution Center at 1- [redacted] A baggage representative can assist with further directionOnce again, I apologize for any inconvenienceWhile I can't change what happened, I'd like to make things better by offsetting your out-of-pocket expensesI will send you a [redacted] Gift card, which covers reimbursement or the repair of your suitcaseYou should receive it within business daysOnce again, I apologize for any inconvenience We are grateful for your business and I hope your next United trip goes smootherIt will be a pleasure to see you aboard soon Regards, [redacted] Corporate Customer Care Case ID [redacted]

Dear Mr***: We received your letter through the Revdex.com (Revdex.com), with reference to case [redacted] Your email clearly expresses your disappointment with your June travelI would like to extend my personal apology for any negative impression left with you and for the inconvenience experienced While we are unable to refund used or flown travel, I have to assume the $dollar goodwill you received previously was a clerical error I am sure it was meant to be a gesture of $in the form of an electronic travel certificate I will be pleased to send you the $electronic travel certificate to bring the amount to the correct figure (certificates are combinable via our booking service) Please allow two business days for delivery on a separate cover to your email We recognize the loyalty you have demonstrated as a MileagePlus member and look forward to having the chance to regain your confidence Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

Dear Mrs [redacted] The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns I've taken care of your refund request Please allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedMrs [redacted] , thank you again for letting me handle this issueI appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon With kind regards, Liliana ***Corporate Customer Care [redacted] Tell us why here

Dear Ms[redacted] ; in order to best assist you I do require additional information Please provide me with the original digit ticket number for the Basic Economy tickets.( the ones you requested a refund of) Please also provide the digit ticket number for the Economy tickets you purchased for the same flights, so I may verify this was done correctly Please also provide the passengers names as they appear on the tickets Once I have the requested information, I will then be able to respond Regards, Ruth [redacted] Corporate Customer Care Case [redacted] Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10930739, and find that this resolution is satisfactory to me Sincerely, Melinda ***

SUMART - 2/28/1:44:AM - CUSTOMER, EMAIL 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, Jannese Torres [redacted]

Dear Miss ***: I am responding to your latest communication sent through the Revdex.comPlease know Mrs [redacted] , is still researching your concern and will reply once she receives the required information for youMeanwhile, your continued patience is appreciated Regards, Lilia [redacted] Corporate Customer Care

Dear Ms***:We thank you for contacting us through the Revdex.com againWe again apologize for any delays you have experienced Please provide your [redacted] ticket number and any Refund Request ID given previously and we will follow up this issue.Thanks for your patienceJ [redacted] Customer Care [redacted]

June 16, Dear Dr [redacted] : I am responding to a correspondence received by the Revdex.com Thank you for your feedback about our Basic Economy checked baggage policiesWe understand your concern 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 ticketOther places that sell our tickets are expected to advise you, as well Our current advisements for Basic Economy include a special column while you're looking at prices and notifications in the booking process and receiptI'm sorry if those were not visible when you made your purchaseSome 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 faresIf you have any additional questions regarding your ticket, please contact Reservations at 1-800-UNITED-( [redacted] ) for assistanceBasic Economy fares have the same checked baggage policies as standard Economy ticketsYou can still check your bags and pay the applicable service charge in the airport lobby when you're picking up your boarding passIf you check your bag at the gate, you'll be required to pay the applicable checked bag fee plus a $gate handling chargeUnfortunately, under the term and condition of our Basic Economy tickets, you are unable to cheat home For additional information regarding Basic Economy tickets, please visit: https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx Basic Economy tickets can't be changed once you complete your bookingHowever, our 24-hour flexible booking policy allows you to cancel a reservation for hours after purchase as long as you completed your purchase one week or more prior to the original scheduled departure flightHowever, if your ticket was used; regrettably, no refund is due We appreciate you took time to share your thoughts about our products and services Thank you for your patience and understanding Dr [redacted] , as a MileagePlus member, we appreciate your business and loyaltyWe look forward to providing you excellent service on your next United flight Regards, MrsElizabeth [redacted] Corporate Customer Care United Airlines Revdex.com: [redacted] UAL ID: [redacted]

Dear Mr**: Your complaint to the Revdex.com has been forwarded to Corporate Customer Care for reviewI appreciate this opportunity to respondPlease know that when IHG Rewards Club points are converted into United MileagePlus award miles, the [redacted] Inn Priority Club advises United as to how many miles to deposit to your accountAny promotional miles are deposited at least 4-weeks after the promotion ends, which is October 10, Please contact our MileagePlus Service Center by using the form provided in the link below if you do not see the additional 50% bonus credit by mid-Novemberhttps://www.united.com/web/en-US/content/Contact/mileageplus/Account...⇄ Kind Regards, MsAvi [redacted] Corporate Customer Care Tell us why here

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, [redacted]

Dear Ms [redacted] : I am so glad we were able to speak and resolve the impasse we had As per our conversation, I am replacing the vouchers and I'm sending you one for $Electronic Travel Certificate, which will arrive via email in a few daysWe hope this gives you a future opportunity to receive the service you deserve It was a pleasure to speak with youIt's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice Ana [redacted] Corporate Customer Care Case [redacted]