United Airlines

Complaint: I am rejecting this response because: Because travel vouches won't work for me I will no longer be travelingI am requesting a $refund on my credit card Sincerely, Tina [redacted]

Dear Mr***, I am sorry to hear that the car seat you checked was damaged when it was returned to you at Houston Although we will be unable to reimburse you for the cost of the item, to help make amends I will be sending you an electronic travel certificate that can be used to discount a future United ticket A separate email confirmation will be sent within a few days We appreciate your patronage as a MileagePlus member and we are looking forward to welcoming you onboard when you travel on your next United flight Kind regards, Dana [redacted] Corporate Customer Care Case [redacted] Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Dear Mr [redacted] : I regret you're dissatisfied with our responseI'm responding to an email forwarded to us by the Revdex.com You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe certificate was not intended as compensation to offset your out of pocket expenses or to pay for your hotel bill or to reimburse you for the ticket you purchasedIt was offered strictly as a goodwill gestureI've taken into consideration all of the information you outlined in your complaint with the Revdex.comIf you had purchased travel insurance united would issue you a delay verification letter as required to get you resolution to the additional expenses outlined in your emailUnited does not reimburse customers for hotelc, rental cars or food not authorized by a United Representative Your circumstances nonetheless warrant special consideration to issue an additional travel certificate for $to bring this matter to an amiable conclusionYou will receive the certificate via e-mail in 3-days Contrary to the impression that we have left with you, we value your business and we look forward to the opportunity to regain your confidence in our service Thank you for being a member our MileagePlus program Regards, [redacted] Corporate Customer Care Case ID# XXXXXXX

Dear Mr [redacted] : Thank you for your reply, I trust you have received your certificate by this time Please be assured that we take responsibility when there are controllable situations and provide goodwill compensation according to our guidelines We must also make good, balanced financial decisions, optimizing our goodwill outreach to ensure that it’s commensurate with the disservice you experiencedWhile I won’t be able to meet your compensation expectations , I thank you for giving me the chance to pass along your feedbackAs an additional “thank you,” I’ve placed MileagePlus bonus miles into your MileagePlus account We look forward to welcoming you on board again soonRegards [redacted] ***Corporate Customer Care [redacted]

Complaint: [redacted] In past travel on United, upgrade confirmation was provided immediately - why is this trip different? We also, at the time of booking, indicated that we could travel any day in the month of April - is United saying that there is not a single flight from Denver to Rome in the entire month of April that can be confirmed upgraded? Sincerely, James ***

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, Ronald [redacted]

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 I agreed all along to be responsible for the fare difference, I just wanted my fees waived like I was promised.I have made my requested changes and consider this matter closed Thanks to all for their assistance Sincerely, Jamie ***

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, Richard [redacted]

Dear Mrs**:I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear you were unable to travel on February 02, due to your husband's illness I hope he is feeling better by this timeI want to help as much as possibleYou may be eligible for a refund; however, I'll need some additional **cumentation so I can review and let you know what I can [redacted] for youWhen you get a moment, please reply to the Revdex.com and attach a [redacted] 's note that contains the physician's official letterhead with the reason your husband was unable to travelI'll respond once I receive the informationThank you for flying with United and have a nice day.Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear Ms [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and I'm disappointed to read about your recent experience with our representative when attempting to pick up your step daughter What you described isn't our commitment to providing exceptional customer serviceYou should expect our employees to treat you with dignity and respect, maintaining friendly, professional service at all timesWe expect the same from our representatives, as its part of our cultureI'm sorry we didn't deliver that to you during with our Tampa representativesThere's never an excuse for what you describedWe realize professional service and communication is essential and based on your comments; clearly we could have done a better jobI assure you that your comments are taken seriously and will help us address the issue I am unable to fulfill your refund request, as [redacted] was provided flight services as an unaccompanied minor for the fee of $I know your time is valuable and understand your disappointmentWe want to continue serving your travel needs, so I’m sending [redacted] a $Electronic Travel Certificate for the value of her purchased ticket ($49.10), that will arrive separately within five business days I appreciate you chose United for your step daughters travel and hope you will be able to give us the chance to serve you again in the futureOn behalf of United, we look forward to regaining your trust and welcoming you aboard your next flight

Dear Mr**: We apologize for the flight cancellation you and Ms [redacted] experienced on April 23, 2016, which re**lted in your traveling the following day on Flight ** We recognize how important it is to you to get to your destination on time, and we never want to disrupt your travel plans As with any airline, United's flight schedules are **bject to change due to equipment changes, weather challenges or any number of operational is**es Although we regret any inconvenience the cancellation of Flight caused you, your feedback will help us as we strive to meet this goal And we are truly sorry for the negative impression you received from the flight attendants who served Flight [redacted] on April We realize that the friendliness and quality of the service provided by our flight attendants greatly influences our customers' perception of UnitedCustomer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offer Your feedback is very helpful, and our Inflight Services management will truly benefit from your commentsMr**, our records do reflect that you already selected a goodwill gesture from United's appreciation website for Flight **You chose a $electronic travel certificate However, Ms [redacted] has not selected her goodwill gesture Although United does not is**e ticket refunds in any situation in which transportation has been provided, as was the case, we do hope you will give us another chance to regain your confidence in United by redeeming the certificate toward a future ticket purchase with us and that Ms [redacted] will visit the appreciation website soon so that she will receive her goodwill gesture, as wellThank you for your patronage as MileagePlus members We look forward to providing you and Ms [redacted] with a more positive travel experienceSincerely, **zanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Dear Mr [redacted] :The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your experience on our web site on January 2, 2017.I'm sorry to hear about the problems you experienced on our website, I can understand your disappointment when you noticed inaccurate information regarding premier qualifying miles, segments and dollars for the trip to Athens on Air Canada Thank you for providing the screenshots of the errorIt's a tremendous help in identifying and resolving this issueWe'll take it from hereOur Technology team is hopeful this will be fixed soonWe'll work to provide you a more user-friendly website and seamless experience We do appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with United Regards, [redacted] Cook Corporate Customer Care

Dear Ms [redacted] :I attempted to contact you via phone today at 11:am central standard time and left a voicemail.It certainly wasn't our intent to inconvenience you and I regret you are disappointed with our ticket policyWe always want your experience with United to be as seamless as possibleWhile I'm unable to fulfill the name change you are requesting, I'd like to help offset the costI'm sending you an Electronic Travel Certificate for the ticket value minus a $change fee and $processing fee that will arrive separately within the next few daysUsing that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you deserveOnce again, I apologize for any frustration We thank you for choosing UnitedWe’ll do a better job next time you travel

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meThey offered a travel certificate but did not specific the amount which will probably compensate for the loss I acquired during my travel with themThis won't be certain until I receive more information from them Sincerely, [redacted]

Dear Mr [redacted] : Thank you for your replyI have been asked to respond on behalf of my colleague, Ms [redacted] I’m sorry your flight was delayed causing you to miss your connectionI realize how frustrating and stressful that this was for you I regret your luggage was delayed.When other airlines are included in your travel arrangements, the final carrier is responsible to respond to issues involving luggageAs this is the industry-wide standard, please contact the final carrier on your itinerary to file your baggage claimIt is recommended to provide the bag tag number, detailed information, along with original receipts, so that they may process your claim, ID [redacted] ***I have confirmed your baggage claim, ID [redacted] regarding your return flight, and our records indicate your bag has been delivered.Although I can’t change the event that caused the flight interruption, or the delayed bags, I would like the opportunity to make things right with you and regain your trustTo help make amends, in addition to the $issued by Ms [redacted] , I am sending you a $electronic travel certificate that can be used toward another United or United Express ticketYou can expect delivery via email within 3-business days Mr [redacted] , we thank you for your business and we look forward to another opportunity to deliver the experience that you deserveThank you for flying the friendly skiesRegards, [redacted] Corporate Customer CareCase [redacted]

Revdex.com: I h [redacted] reviewed the response made by the business in reference to complaint ID 11144178, and find that this resolution is satisfactory to me Thank you to the business for a genuine response and fixing the situation Sincerely, Stephanie [redacted]

Dear Ms [redacted] :I am responding to the correspondence you forwarded to the Revdex.comI just spoke to Elaine [redacted] about this caseShe said she was waiting to hear back from you and she said she has not received any medical documents as of today She will be more then happy to discuss this with you in more detail as she has been handling this case and she has all of the pertinent information Please call her at 5666, email her at elaine.***@united.com, or fax her any documents to [redacted] I advised her that I emailed you back and she is waiting to hear back from you to resolve this concernThank you for your patience on this matter and have a nice day.Regards, Susan [redacted] Corporate Customer CareCase: [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 AirlinesI'm sorry to see you were charged some unexpected bag fees I can imagine your frustration since you weren't planning the additional costWhile I won't be able to refund the fees, please let me explain whyThe first checked bag fee is automatically waived for the primary cardholder and one companion on the same reservation when a MileagePlus Explorer, Club or Presidential Plus card is used to pur [redacted] the ticketFrom my research, I don't see any of those cards used for the reservationI'll make sure to pass along your feedback, though, so we can review this procedureI apologize for any confusion at the airport.If you did use the [redacted] Explorer Card or Presidential Plus Card then please provide me with your ticket number and I can refund of the bag fees per the credit card offerI have requested a $travel certificate as a goodwill gesture that will be sent via a separate email in 3-business days Thank you for choosing United for your travel; we look forward to welcoming you on board a future flightRegards, Lisa [redacted] Corporate Customer CareCase#

Dear MrEl [redacted] : I'm sorry you were disappointed with our gate employee's service I can only imagine how you feltThanks 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 down I regret you didn't receive a Complimentary Premier Upgrade on your recent flight I can understand how this experience caused you to question our systems and ability to serve youI have shared your case with our Technology team to have them check on the automated software that clears these upgradesWe continue to work on improving our procedures to deliver you with the service you deserve and we welcome your candid observations We appreciate your loyalty as a Premier Gold MileagePlus member and look forward to welcoming you on board a future United Airlines flight Regards, Ms [redacted] Corporate Customer Care [redacted] Tell us why here

Dear MrDe ***:Please send me your case number so that I may review that information from United Airlines Baggage ResolutionRegards,Sheila [redacted] Corporate Customer CareCase 104***