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 me IMPORTANT: Please use my mailing address recorded in my MileagePlus account to ensure a smooth delivery of your good willThank you Sincerely, Hansong ***

Complaint: I am rejecting this response because: Sincerely, Jean Francois [redacted] I do not want any United mileage point because I shall never fly united again

Dear Mr***: Thank you for sharing your concerns with us Like you, everyone at United was upset about the awful event that occurred on United Express Flight No one should ever be mistreated this wayThat does not reflect who we are or the values we aspire to, and we are actively making changes to ensure it will never happen againWe are dedicated to making this right We are going to do a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcementWe’ll publicly communicate the results of our review by April 30th As for your upcoming reservations, we respectfully cannot offer a refundI'm sorry we're unable to meet your expectationsIf you need to make any changes to your ticket, they are subject to the ticket’s rulesYour ticket remains valid for one year from date of issue We're making changes to ensure this type of event does not happen againOn behalf of everyone at United, please know we will do better and we hopefully get to demonstrate that to you on a future flight Regards, Ms [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Mr [redacted] : We received your letter from the Revdex.com regarding your recent experience with us I am sorry to learn you were not successful in selecting your preferred flights using your Travel Award Miles Respectfully, I regret you request to receive two business class Mileage Award tickets have been declined Please understand that our Travel Awards are capacity-controlled, which means there are limits on the number of award seats released for each flight and some dates are restrictedEach airlines ( [redacted] ) have a special department responsible for accurately forecasting and managing the release of various fare buckets for each scheduled flightAll fare types, including MileagePlus award and award upgrades, are released based on several factors: the available seats in the market, the size of the scheduled aircraft, the peak travel periods for that city, and the historical data from the "no show" recordsA limited number of award seats are released several months in advance, but our personnel are constantly re-evaluating the data for the opportunity to release additional award seats Our MileagePlus program offers several different Travel Awards to assist you with your preferred travel plans So we assist you in findings alternative flights on United Airlines and our [redacted] , please contact our Travel Awards specialist at our Reservations Department at 1-800- [redacted] Our Reservations Department is open hours / days a week You may also visit our website for more details on our Mileage Award Program www.United.com > MileagePlus Mr [redacted] , as a MileagePlus member your business is very important to us Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Corporate Customer Care Case ID - [redacted] Tell us why here

Dear Mr***: We appreciate you contacting us through the Revdex.comI understand your point of view and I'm sorry you're dissatisfied with the delay in processing your ticket along with the dropped calls you received when contacting us for assistanceAlthough I'm unable to determine the cause of the dropped calls, we take your concerns very seriouslyI have looked at your reservation and saw that your address was not added to the reservation which delayed the ticketing processIt has now been ticketed and you are ready for travel We'll continue to review our policies and procedures to ensure we're always offering you the best options.Thanks for bringing this matter to my attention, as your comments help identify training and focus areasWe want to be a reliable airline that's earned your respectThe honest feedback helps us meet that goalOnce again, I apologize we let you downAs a gesture of our sincere regret, you will receive a $electronic travel certificate The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines Please allow 3-business days for delivery on a separate cover to your email.Your business and loyalty is appreciated as a MileagePlus member, Mr***I hope you will give us another chance to give you a more positive experience.Best Regards, Marleina [redacted] Corporate Customer Care - United AirlinesCase: 10935949Tell 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 meI greatly appreciate your response and willingness to work with our family address thus issueWe will monitor our accounts for refundsWe will look forward to continuing to being dedicated United Airlines customersThank you Sincerely, [redacted]

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.comI can imagine the discomfort you experienced on your recent flight with us on November 07, I understand your disappointment that the aircraft was dirty, and the temperature onboard was very hot I also apologize your return flight was delayed on November 30, and your feedback will be heard and addressedOur goal is to make your flight as enjoyable as possible and I'm sorry we let you downYour overall satisfaction is important to us, and I'd like to regain your trustI'm sending you a $Electronic Travel Certificate which will arrive via email within a few daysI hope you'll use the certificate to give us an opportunity to provide the service you deserveWe greatly value your loyalty Mr [redacted] and thank you for being a Premier Gold member with us I hope you have a nice day.Regards, [redacted] Corporate Customer CareCase: [redacted] Tell us why here

Dear Mrs Hoard: I apologize for my delay in acknowledging your request and concerns I have sent communication to our management team in Rapid City airport, however I have not received any verification in regards to your son’s (Tyler ***) used e-ticket I further discussed your request with our senior management team as well As an exception to our e-ticket policy, United Airlines has decided to make an exception and refund your son’s out-bound e-ticket for December 31, A refund request has been sent to our Refunds Department for processing Please be aware that the refund process may take up to days for your account to reflect accordingly As a reminder, your son’s return e-ticket for January 6, was previously refunded as well Should you have any questions and/or additional concerns regarding you refund request, please contact our Refund Department with the information provided below: United Airlines Customer Refund Services Attn Processing Dept P.OBox - Dept HQJRF Houston, TX E-mail: [email protected] Fax: Your refund request ID is: [redacted] Regards, James [redacted] Corporate Customer Care Case ID - [redacted]

Dear Mrs***: Thank you for your additional comments I understand your point of view and regret any possible misunderstanding or confusion with the reissue of your ticket I've reviewed your request and in order to bring this matter into an amicable conclusionI've authorized a refund of the additional difference in fares, $380.40, which will be credited back to the original form of payment Please allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour reference number is [redacted] If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx I hope this lets you know we value your business Mrs [redacted] , I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon Kind regards, Leyly [redacted] Corporate Customer Care Case: [redacted]

November 13, 2015Dear [redacted] ***We are sorry for the inconvenience you experienced on August 17, onboard our flight from Lester B Pearson International, CA (YYZ) to Chicago, IL (O’Hare-ORD) airportDirect customer feedback about our products and services is so important in helping us to improveOur ability to communicate professionally with our customers is a key component of our brand, being Flyer FriendlyA number of tools and processes are being applied this year that will substantively address these goalsWe are working to improve customer service, including investing in a comprehensive training course for frontline employees We are consistently aligning service standards of professional women and men around our companyPlease understand, once the Pilot makes the announcement that all electronics be turned off or cell phones be switched to airplane mode, per Federal Aviation Administration (FAA) regulationsOur flight attendants must ensure all passengers are adhering to the FAA policy.As you may know, devices could cause minor interference with aircraft navigational instrumentsTherefore, the crew may ask travelers to completely turn off all devices in certain situationsAll devices must be turned off and stowed during emergency preparations.We regret you feel our flight attendant acted inappropriately and unprofessionally when carrying out his responsibilitiesBe assured your comments have been documented for internal review and handling with the employee involved We understand how important it is to capture special moments of your journey, and we are delighted you chose us to be a part of your experience The use of small cameras or mobile devices for photography and video is permitted on board, provided the purpose is capturing personal events Please keep in mind that photographing or recording other customers or airline personnel without their express consent is prohibited While your request for a free ticket is appreciated; regrettably, we are unable to honor your requestThank you for your patience and understanding [redacted] ***, despite the negative experience, we hope to have your continued business and supportWe realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again.Regards, [redacted] Corporate Customer CareUnited AirlinesUAL: [redacted] Revdex.com: [redacted]

Dear Mr***:Please accept our sincerest apologies for the inconveniences you have expressedOur goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destinationWe are truly sorry we did not live up to that expectationRest assured that we want to do everything we can to ensure that your travel needs are metIn 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.Your request for a refund of your tickets is appreciated.With the purchase of airline tickets you agree to the Terms and Conditions and its fare rulesThe tickets you purchased are non-refundable, but the value of each ticket can be used toward the exchange of a new ticket with a $change fee per ticketTherefore, per the Rules of the Fare we must respectfully deny your request for refund of these tickets.However, I have put in an authorization in the reservation record to waive the change fees, any additional fare difference will still applyPlease exchange your tickets before they expire on August 4, 2017.We do not see you were charged any pre-paid bag fees or EconomyPlus seatingIf this is not correct, we will require a copy of the receipt or the digit receipt number that starts with Travel Insurance products offered on united.com are provided by [redacted] , a third-party providerIf you have any questions on what Travel Insurance covers please contact them online at: www.etravelprotection.com or call: 1-800-284-8300.Further, while we cannot undo your frustrating experience, we are sending a travel certificate in a separate email as a gesture of our concernPlease allow up to business days for processing.Although we realize this is not the response you were hoping for, we're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support We look forward to serving you again soon.Regards, [redacted] Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because:The fact that you consider United Airlines baggage handlers leaving my luggage in a puddle out in the pouring rain an acceptable practice that merits no restitution is disappointingI have pursued resolution through the channels you listed and was told nothing could be doneThat is why I filed this complaint with the Revdex.comI will ensure that my friends and family know about my terrible experience with United and how little United cares about customers and their luggage, and I will not ever be flying on United in the future Sincerely, [redacted]

Dear Ms [redacted] :I regret that you are having the difficulty you are trying to resolve an issue with our MileagePlus department I h [redacted] read your complaint and I h [redacted] reached out to our MileagePlus department I sincerely apologize that you were not awarded the mileage for your *** purchase You did contact MileagePlus asking why the mileage had not credited your account and as you h [redacted] stated were advised it does take 6-weeks and there was never a mention of any issues at that time As a goodwill gesture, I h [redacted] authorized 13,miles to be added to your MileagePlus account Please allow up to business days for the mileage to be reflected in your account balance.Ms [redacted] , United Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards,Sheila [redacted] Corporate Customer CareCase

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Dear Mr***: I'm sorry for your experience I regret you are disappointed with our new boarding process that was introduced last spring We board all aircraft by boarding groups, which are numbered from to Families with infants or with children who are under the age of may board the aircraft when their group number is calledWe found this process to be the most-efficient way to improve your travel experience and our on-time performance Pre-boarding is offered as a courtesy to customers who require physical assistance in boarding, unaccompanied minors, uniformed Military personnel as well as our First Class passengers, Premier members, Star Gold and Silver members We are a family-friendly airline, and are committed to treating all customers with dignity and respect I'm sorry to learn about your disappointment that blankets and pillows are not offered in the main cabin for most of our domestic flights Our goal is to provide a safe and pleasant travel experience, and your satisfaction is important to us We appreciate your business and look foward to seeing you on a future flight with United Airlines Regards, [redacted] Corporate Customer Care Case XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a further explanation on the blankets and pillows not being provided to economy passengers and what steps, if any, will the company utilize for pillows and blankets, going forwardI would like to see a new policy that allows blankets and/or pillows to children under a certain age, for all classesI think that is a fair request to respect the children flying with United Airlines Final Business Response / [redacted] (4000, 9, 2015/07/07) */ Dear Mr***: I am responding to your response filed with the Revdex.com Please understand that blankets and pillows are not offered in the main cabin for most of our domestic flights I realize that this is a serious issue for youWe appreciate customers taking the time to share comments and suggestionsFeedback like yours presents opportunities for improvement 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 Ms [redacted] Contrary to the impression we have left with you, we truly appreciate and value your businessPlease know your business and goodwill are never taken for granted by our airline, and we will strive always to meet your expectations of clean, safe and reliable air transportation coupled with exemplary customer serviceRegrettably, the facts of your experience do not warrant additional compensationMs***, I hope we have not exacerbated your disappointment and frustration, as this is not our intentionAs always, we thank you for including United Airlines in your travel plans, and on behalf of my co-workers, we hope to welcome you aboard a future flight.Regards,Mae [redacted] Corporate Customer Care Case ID [redacted]

Dear Ms [redacted] : I regret your disappointment with my response I understand you feel that your mother was forced to chean extra bagI have reported this to our airport management team to be reviewed internally with the cheagentAgain, any bag charges need to be disputed at the airportPlease know the certificate I issued your mother can be redeemed by any family member or friend if she is unable to take advantage of the credit We appreciate your understanding Regards, Enedina [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case: [redacted]

January 18, 2017Dear Mr [redacted] The Revdex.com had forwarded your correspondence to us for attention.I sincerely apologize for the confusion surrounding the refunds and re-deposit of your milesThis is certainly not the service we strive to offerI have reviewed the information from this record and see that the $airport departure taxes were refunded on January I have initiated the refund request for the $upgrade fee todayIn addition, I have this information to have the 20,miles placed back in your MileagePlus account, with no service feeAgain, I am very sorry this has taken some time to be resolve for you.Mr [redacted] , in apology, I have deposited 10,bonus miles to your MileagePlus accountYou should see these miles post within business hoursI kindly thank you for your patience and understanding.Your business as a MileagePlus Premier Gold is greatly appreciated and we hope to have the continued privilege of serving your travel needs.Kind Regards,Judith ***Corporate Customer CareCase [redacted]

July 29, Dear Ms [redacted] : The Revdex.com has forwarded your correspondence to our attentionI'm sorry your travel was interrupted by severe weather conditions I can certainly understand how upsetting this was as it disrupted your travel plansKeeping safety our top priority, we work closely with Air Traffic Control (ATC) to determine the best possible flight path and departure timesAs this was something that was not within our control, we aren’t able to honor your request for reimbursementHowever, I would like to send a gesture of goodwill in apology for the inconvenienceI have sent you an Electronic Travel Certificate that will arrive via email within a few daysWe'll report your comments and work hard to provide a better recovery when these types of uncontrollable situations occur We do appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with UnitedYour business as a MileagePlus member is greatly appreciated Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Dear Mr [redacted] , I am responding to your communication sent through the Revdex.comWe 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 [redacted] (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 Regards, [redacted] Corporate Customer Care XXXXXXX

Dear Mr [redacted] :I am responding to the correspondence you forwarded to the Revdex.comI am sorry to hear you were charged twice in error when you booked your reservation online and I understand your disappointment Unfortunately; I couldn't find the correct ticket number or the second charge related to your requestThe digit ticket numbers can be found on credit card statements, ticket receipts or copies, itineraries and boarding passesI do not show that you were charged $twice If you see two separate ticket numbers on your credit card statement please email us back through the Revdex.com Website and we will review the details again.Thank you for being a MileagePlus member with us and have a nice dayRegards, Susan ***Corporate Customer CareCase: [redacted]