United Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11713424, and find that this resolution is satisfactory to me Sincerely, Cheryl [redacted]

Dear Ms***: I regret you were unable to come to an amicable resolution concerning your accountUnfortunately, the matter can only be resolved with Corporate Security, as they are the only department that can re-instate the mileage plus account I hope you do not feel that our position demonstrates a lack of understanding of your situation, because that certainly is not the caseI empathize that you are disappointed with the response provided and understand if you must move forward how you see fit for a satisfactory resolutionWe respect your position and ask that you understand ours Regards, [redacted] Sams Corporate Customer Care Case: [redacted]

Dear Mr [redacted] :Our new process allows customers to go online themselves and obtain their receipts for their inflight food and beverage purchases Again, we are truly sorry that you are unable to obtain a receipt online In order to help you, we have asked you to provide us with the thirteen digit transaction number from your credit card statement which begins with the numbers Without this information, we cannot research your concerns Please be sure to look over your credit card statement and provide us with the transaction number detailed on your credit card statement.We truly appreciate your cooperation with resolving this matter, Mr [redacted] Sincerely,Suzanne ***Corporate Customer CareUnited Airlines Case ID

Dear Mr [redacted] : Thank you for taking the time to respondWe recognize the loyalty you have demonstrated by making United Airlines your airline of choiceWe wish to preserve that relationship and your satisfaction is very important I will void the certificates already sent to you and send new ones in the amount of $eachPlease allow up to four business days for the certificates to arriveThank you for your business and loyalty as a MileagePlus member and the opportunity to redress your concern Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Dear Ms***:I am responding to your additional communication filed with the Revdex.comI'm sorry the application of our policy in which we do not permit name changes on non-refundable tickets has not provided you with your preferred outcomeWhile I understand your frustration, this policy is non-negotiable As previously indicated, we will waive the $reissue fee for each\; the reservation ( [redacted] ) has been documented accordinglyIf there is any residual credit after the exchange has been processed, a travel certificate will be issued and can be redeemed by the person(s) of the customers choosing on any United/United Express operated flightWe do appreciate your business and hope to see you on a future United Airlines flightRegards, [redacted] ***Corporate Customer CareCase ID [redacted]

Dear Mr [redacted] : I am sorry that you feel our reservation agents have given you poor service I hope I can clarify United's ticketing procedures Your itinerary is confirmed once the reservation is ticketedThat's when you get a confirmation number and we send your receipt, which includes important details about your trip During the first hours, you have the opportunity to review the information and contact us for any necessary changesAs long as you have purchased your tickets through united.com or United Reservations, you may be eligible for a waiver of changes/fees, or a refund, under our 24-hour flexible policy Our records show that your reservation is in the process of being refunded, please allow time for processing We're listening more than ever and working hard to be your airline of choiceThis feedback helps us get thereWe hope your next trip with United will deliver the experience you deserve Regards, Ms [redacted] Corporate Customer Care [redacted]

Dear Dr [redacted] :I am responding to your communication filed with the Revdex.comI'm sorry for frustrating experience I did take the liberty of researching your informationOur records indicate the following:Ticket Number: (confirmation number [redacted] ) was refunded on 3/in the amount of $back to the original form of paymentTicket Number: [redacted] (confirmation number [redacted] ) in the amount of $ was exchanged for ticket number [redacted] in the amount of $930.56; a $reissue fee was also applied (reference number [redacted] )Because the $travel certificate could not be applied on an itinerary involving another airline, the ticket was again exchanged to ticket number [redacted] , a one way fare, in the amount of $The fare difference ($468.86) was refunded back to the original form of payment on 3/30.Ticket Number: [redacted] (confirmation number [redacted] ) was purchased in the amount of $for a one-way ticketThe $travel certificate was applied and the credit card was charged $on 3/30.Dr [redacted] , based on the above information, we are unable to see where there is an overchargeIf your credit card reflects an additional charge, please provide the reference numberStill, I do realize how upsetting this situation was for you and apologize for the negative impression that was created in trying to resolve your concernAs a customer service gesture, we have authorized the $reissue fee associated with the change of your ticket (confirmation number [redacted] ) be refundedPlease allow approximately business days for processingWe appreciate this opportunity to respond and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] ***Corporate Customer CareCase ID: [redacted]

Dear Ms***: Thank you for providing the requested information In reviewing Ms [redacted] ticket, I show this ticket was refunded on February 12, 2016, to the original form of payment You may wish to check the credit card ending *** Please know for future travel, that United may not refund tickets purchased through a travel agency that have not been traveled onWhen purchasing a non refundable ticket, it may only be refunded within twenty four hours of purchase Again my apology for any confusion Regards, Ruth [redacted] Corporate Customer Care Case:Tell us why here

December 2, 2015Dear Mr [redacted] We are sorry to learn of your complaint filed with the Revdex.com regarding your reservation for travel from Jackson Hole to Los Angeles on our United Express partner, [redacted] Airlines.We apologize for your disappointment with your changed reservation We implement schedule modifications for a number of reasons, including the need for market adjustments and seasonal demands Although we are unable to guarantee flight times will not change, we understand how such modifications can impact our customer's travel plans and we remain committed to minimizing those inconveniences Additionally, we regret to hear your report that your non-refundable ticket would be refunded Unfortunately, we are unable to provide a ticket refund for what is considered a minor schedule change Please know that when contacting United, our calls may be recorded for quality control purposes however, due to our heavy call volumes not all calls are recorded.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 MrSteers, we truly value your business and look forward to welcoming you on board a future flight Sincerely, [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding the ticket you purchased via Expedia The type of fares you purchased reflect that you bought a ticket which cannot be refunded Because you purchased a nonrefundable ticket, a ticket refund does not apply Your ticket confirmation receipt does include the terms and conditions of the ticket and reflects that it is nonrefundable and a change fee will apply if the itinerary is modified The information detailed on a ticket receipt confirmation is as follows: Notice of Certain Terms - If you have purchased a restricted ticket, depending on the rules applicable to the fare paid, one or more restrictions including, but not limited to, the following may apply to your travel: (1) the ticket may not be refundable but can be exchanged for a fee for another restricted fare ticket meeting all the rules/restrictions of the original ticket (including the payment of any difference in fares); (2) a fee may apply for changing/canceling reservations; or (3) travel may be restricted to specific flights and/ or times and a minimum and/or maximum stay may be requiredUnited reserves the right to refuse carriage to any person who has acquired a ticket in violation of any United tariffs, rules, or regulations, or in violation of any applicable national, federal, state, or local law, order, regulation, or ordinanceNotwithstanding the foregoing, you are entitled to a full refund if you cancel a ticket purchased at least a week prior to departure within hours of purchase You may apply the value of the unused portion of your ticket toward a new ticket purchase While we encourage you to make any needed itinerary or ticket changes, there are additional costs entailed in changing your ticket When you exchange your ticket, you will be charged the fare in effect at the time the new ticket is purchased and a change fee Note you have one year from the date the ticket was issued to apply the value of the unused portion of your ticket toward a new ticket If you should have further questions or concerns regarding this matter, please do not hesitate to call United Reservations at 1-800-UNITED-We hope this information helps to clarify the matterSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] 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, Jin ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11715544, and find that this resolution is satisfactory to me Sincerely, Tammy [redacted]

Dear Ms [redacted] :I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear your flight was delayed on October 30, I did confirm that your tickets are not eligible for a full refund and I apologize I will be more than happy to offer each passenger an additional $electronic travel certificate for the overall negative experience Please email me back through the Revdex.com and I will reply back right away.Thank you for your continued patience on this matter and have a nice day.Regards, Susan ***Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because:A United employee removed my bag from the designated area without checking to see if it belonged to anyoneThis bag was reportedly handed off to another united employeeThe bag should have been recovered if these employees followed the proper procedure for lost itemsIt has been almost two months and my bag has yet to be recoveredThis has been a troubling and expensive mistake on United Airlines part, and I want to be compensatedSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: There is no reason why you can't credit the voucher back in cash for $I do not want to take United in the future and I don't believe I should be locked in to having to fly with your airlineFurthermore, I don't appreciate the email stating that I should build more time into travelsYour company should build in time to ensure that aircraft is in operating and safe conditions, especially given the fact that the plane arrived the night before and should have been prepared for a first fight out Sincerely, [redacted] ***

Dear Mr [redacted] We have been notified by the RevDex.com regarding your complaint.Thank you for your continued interest in the ticket you purchased under confirmation code [redacted] I regret our response was not as you expected with regards to your request for a $1, refund of your ticket I understand you were hoping that the fare you were originally quoted online could be confirmed Unfortunately, [redacted] Airlines could not confirm one of your ticket segments and the same fare was no longer available at the time you purchased your ticket Our records indicate you were appropriately charged the current fare level for your itinerary, which included flights on other airlines.I am sorry for any misinformation you received from our telephone agent about honoring fares quoted prior to the purchase of your ticket[redacted] , our decision remains unchanged, in that we are unable to provide further compensation above the $electronic travel certificate you have already received as a customer service gesture It is my hope that you can understand that we do not guarantee fares until they are purchased Thank you for allowing me the opportunity to again respond to your request in this matter.We appreciate your business and hope you choose United Airlines whenever your travel plans permit.Regards, [redacted] ***Corporate Customer CareCase [redacted]

Dear Mr [redacted] :I am responding to the additional feedback you forwarded to the Revdex.comI'm sorry you're disappointed with my responseMy intention was to show you I understood your concern and let you know I'm sorry about everything that happened during your flightI didn't mean to create more frustrationI've taken another look at your situation and I have requested a check in the amount of $to cover the hotel and Uber expenses you incurred You will receive the check in the mail to the address below in approximately two weeks [redacted] NW 2ND AVEBoca Raton, FL We're listening more than ever and working hard to be your airline of choiceI appreciate you helping us get there! Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear [redacted] I received your complaint through the Revdex.com, regarding the cancellation of your flight from Newark Liberty to Providence on November 8, 2015, and extend my sincere apologies to you and your travel companions While we prefer to operate all flights as scheduled, problems do occur that will cause flights to be delayed or cancelled, and I am sorry that you were so inconvenienced When a flight is cancelled due to a situation within our control, we will protect passengers on the next available flight I certainly understand your decision to rent a car; however that was your decision to make, and I must decline your request for reimbursement, as we have already refunded the unused portion of each ticket However, as a gesture of goodwill, I am sending you an email with electronic travel certificates for each of you, for use on a future flight with United or United Express You should receive the email within to hours Thank you for choosing United Airlines You and your travel companions are valued customers and your business is appreciated Sincerely, [redacted] Corporate Customer Care Case ID [redacted]

Complaint: [redacted] I am rejecting this response because:While I appreciate the quickly reply, this does not address the problemI understand that changes happen, and I understand that guarantees can't be madeBut I expect that if changes need to be made against my agreement, then you as a business would do your best to accomodate your client's needsUnited Airlines has done nothing to accomodate my needsIn fact, your company has decided against ensuring that what I purchased is anywhere near what I purchasedI bought round trip flights that would have taken me to my destination in an acceptable time frame with only stop in between our destinationI purchased United Airlines tickets specifically because of the route, which would ensure that going through customs would occur at my final destinationTraveling with a year old internationally, with customs and jet lag to contend with, is a test of patience, and I buy my flights early to ensure that, not only time matches, but also that the destinations work with my familyI also meet family quite often en route or at the airport of our final destinationSo, let me lay out in bullet points what has changed without any regard from your company:- I now have connections, which adds over more hours of travel for my family- My second connection is in Europe, which means I have to go through customs before I reach my final destination, with a child who will be very jet lagged and tired- My family who is coming from another country to meet me there will have to wait an additional 5+ hours at the final destination airport until we arrive, that way we can continue the trip by car togetherThere was one perfectly good replacement flight listed on United.com that would have worked for us, but that request was denied for some technical reasonWe gave up and accepted a layover option, but even that was denied to us, because the flight times were "too good" (akawe didn't spend enough money during your summer sale)So we were forced to take a lesser option due to whatever technicality your company placed on our flight purchases.As a consumer I expect to be treated fairlyWhen I walk into a store and purchase something on sale, should something happen to that item, it doesn't get replaced with an inferior versionI get it replaced with a version of equal, working qualityI expect the same from an airline companyYou are attempting to give me an exchange of inferior quality, and I don't accept that this is valid.Perhaps you see me as simply someone who purchases one or two flights per year, and sometimes they're United, and sometimes they're notWhat you may not see is that I've been flying around once per month on average for business as well, along with several other employees at my companyWe've been using United for a good portion of our flights, but with the recent baggage changes, and this poor attempt at customer service, I may decide to against that decision in the future when flight options are given to meWhile I don't doubt that American, Delta, Alaska and other international airlines will treat me with any less corporate, they also haven't manipulated me twice into summer sales, only to bait and switch my flight plans before my trip takes place Sincerely, [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 meI just hope if we do continue to use United for further excursions, that we will encounter exceptional customer service and be treated with the highest level of respect possible Sincerely, [redacted]