United Airlines

Complaint: [redacted] I am rejecting this response because: After having investigated my complaint, reviewed United's policy, and considered feedback from a United customer care representatives, including in response to sharing my concern with the Revdex.com and DOT, I have found that United's gate agents did make a mistakeUnited's representatives continue to deny that a mistake was made, the mistake derived from an unclear United policy, which should be revised for both United's and their customer's sake, and United refuses to provide what I think would be fair compensationRegarding the compensation, apparently for some reason, United Club passes are not offeredWhile I do appreciate the miles and $certificate provided, the compensation should be commensurate with being denied boarding such as for an oversold flightConsidering the time I have put in to helping United identify remediable problems and my own incovenience, I would think that additional miles to pay for a round trip flight (e.g., 50,000) would be acceptable Sincerely, David ***

Complaint: [redacted] I am rejecting this response because: Hello [redacted] ,As much as I really do appreciate that offer and appreciate the fact that you are trying to make this right, I was out of pocket and highly inconvenienced for this experience$United credit will not even get me a flightIt is useless to mePlease listen to the call recording and see that I was told TWICE that I would be REFUNDED in fullWhy would your company not honor your word? Thank you for understanding this.Sincerely, [redacted] Sincerely, [redacted]

Dear Mr [redacted] :I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear you had to purchase a new return ticket for your flight on March 11, since you did not use the departure flight on March 06, and I understand your frustration As part of the ticket's rules, you must use the ticket in the order the itinerary was booked; otherwise, you risk losing the ticket's value and your remaining flights will be canceledI see the Reservations agent did waive the change fee as a one-time exceptionHowever; I realize the one-way current fare was much higher and I am truly sorry As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysI appreciate you chose United for your travelWe hope to have the privilege of welcoming you back in the future.Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear Ms [redacted] :The Revdex.com has shared your information with United Airlines Customer Care Department, and I regret you are disappointed in our baggage policy and the handling of the situation.I can assure you our scales are calibrated and checked often for accuracy In the gate area, agents are required to monitor carluggage for oversize or excess items not appropriate for carry-onCarbaggage that does not meet the size or limitation requirements will be transported as checked baggage and fees will be assessed accordingly Although, I am unable to fulfill your refund expectations, as a one time exception, I will be sending you an $electronic travel certificate for the purchase of a future ticket on United AirlinesThe certificate is valid one year from the date issued The terms and conditions will arrive from a different e-mail address within 3-business daysYou are a valued Mileage Plus member and given the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide Shandai *** Corporate Customer Care Case ID

January 19, 2016Dear Ms***We are sorry to hear of your complaint filed with the Revdex.com regarding your reservation for round-trip travel between Norfolk and Hong Kong on United and United Express You mentioned you enrolled in our MileagePlus program however, you did not receive credit for this trip.Upon researching this with our MileagePlus Service Center, our records reflect that you already have an existing MileagePlus account Your mailing address is the same but, your email address is under a yahoo.com account In turn, your applicable MileagePlus credit for this trip was added without a charge to this existing MileagePlus account ending with *** MsLau, as a MileagePlus member we sincerely appreciate your business and look forward to the next opportunity to welcome you on board Sincerely, [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Mr [redacted] In reviewing [redacted] for November 19, 2015, I show the gate Fwas assigned at 3:am that morning and not changedThis flight departed from gate Fas scheduledThis flight departed on time, and arrived minutes early As your prior flight UA983, DFW-ORD arrived to gate Cat 2:(six minutes early), this allowed adequate time for you to connect to your flight in the F terminal, and to check the departure board that is stationed at every few gates This information is also available via the United.com app At this time I must deny your request of an electronic travel certificate My apology for any confusion Regards, [redacted] Corporate Customer Care Case [redacted]

Complaint: I am rejecting this response because:I have already requested a refund and provided everything that was asked and nothing has changed Sincerely, Odalis [redacted]

March 9, Dear Ms***: I am responding to your correspondence addressed to the Revdex.com We apologize for any confusion surrounding your travel plans that were cancelled after the hour grace period had elapsedI have contacted my MileagePlus colleagues and the 50,miles used for the second cancelled travel record, have been placed back in your accountThe $re-deposit fee has been waived as an exception to our policy While we understand your frustration, we are unable to honor your request of compensation for the time it has taken to handle this exception, which has been made as a gesture of goodwillThank you for your patience and understanding We appreciate your business as a valued member of our MileagePlus program and look forward to seeing you aboard soon Regards, Judith [redacted] Corporate Customer Care Case

Complaint: [redacted] I am rejecting this response because:$25+$=$United gift certificate is no use to me because I do not want to fly united ever again! Your staff are not friendly at the airport and on the planeThey are very rude and depressed working for unitedThe only reason why I booked you because the time worked for meTrust me I will never want to step on a united flight againYou guys are bullies, you think you can jerk people around with no consequencesNo one else charges carry on bags that's why they are called carry on bagsYou think you can just bully people around and surprise them with new charges and get away with this? I don't think soI am going all the way to get my refund back to my credit cardThese are invalid charges.Cough back up my $that you stole, I do not want anything to do with united ever again! Sincerely, Trang ***

Dear Ms. ***:I'm responding to your communication filed with the RevDex.com. I'm sorry your First Class experience on your flight to San Juan didn't meet your expectations. I can imagine your disappointment when you didn't receive all the amenities expected. I'll share your feedback... about your experience with our On-Board Services division for future improvements. Although I'm unable to grant your request for a refund of your upgrade fees, I will send both you and Mr. [redacted] a $300 travel certificate. The electronic vouchers will be delivered separately via email within the next 3 business days. We hope you'll use the certificates to give us an opportunity to provide the service you deserve. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie ***Corporate Customer CareCase ID [redacted]

Tell us why here...Dear Mr***:The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the baggage delay you and your family experienced on November 21, We are focused on delivering solid operational reliability, and your feedback will help us as we strive to meet this goal Our records reflect that you have been corresponding with our Baggage Resolution Service Center and that you were notified by Ms [redacted] , Baggage Specialist, that your baggage was recovered and returned to you, and Ms [redacted] offered you a goodwill gesture for your disappointing baggage experience If you have further questions or concerns regarding this matter, please do not hesitate to contact the Baggage Resolution Service Center at 1- [redacted] for assistance.Thank you for your support as a MileagePlus member, Mr*** We look forward to providing you with a more positive travel experience.Sincerely, [redacted] ***Corporate Customer CareUnited Airlines Case ID [redacted]

Dear Mr [redacted] : The Revdex.com has notified United Airlines that you have filed a complaint against us concerning your and Brittany [redacted] ’ travel experience on July 9, I'm sorry you weren't aware our policy on carallowance for passengers with a Basic Economy ticket While I can't refund the baggage fees, we understand your concerns and will pass along your commentsWe 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 wellFrom what I read, we have some more work to do 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, and inflight entertainment are the same as standard Economy fares As a way to say we're sorry, I'm sending you and Ms [redacted] Electronic Travel Certificates, which will arrive via email in a few daysWe hope this gives you a future opportunity to receive the service you deserve Thank you again for your feedback, and we look forward to providing you excellent service on your next United flight Regards, Candance [redacted] Corporate Customer Care Case: [redacted]

Dear Mr. ***:I am responding to your communication submitted to the RevDex.com.I'm sorry for the circumstances you have described about your recent travel experience and appreciate the opportunity to address your concerns. It may be helpful to know United Airlines does not make all... seats on a flight available for advanced assignment. We do have a procedure in place at the airport that will assist those of our customers who either do not have a pre-assigned seat or would like to have their seat assignment changed. Also, to help ensure our customers make it through the security process and board the aircraft in enough time, we have established lobby cut-off times. When traveling domestically and checking in bags, usually the cut-off time is 45 minutes prior to departure time. We aim to provide excellent service to all of our customers, and we hope that you understand our policy is intended to help fulfill this objective. For more information about our check-in times, please visit united.com; the link is provided below: https://www.united.com/web/en-US/content/travel/airport/process/default.aspxWhen a passenger checks in late, airport personnel will do their best to accommodate him or her on the next available flight. Sometimes this involves a longer wait than expected, and we can appreciate when customers decide to make their own arrangements; however we do not reimburse for the additional expense. I regret we were unable to accommodate you on the next flight and for the issues you encountered with your bag when you made the decision to book an [redacted] Airlines flight. Mr. ***, I do realize how frustrating experience must have been. Although we are unable to fulfill your specific request, we will issue a $200 travel certificate to help off-set the value of the unused portion of your ticket. The electronic voucher will be delivered separately via email within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. We have also submitted a refund request for the $25 bag fee you incurred on May 10th. Please allow approximately 5 business days for processing. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. I'm hopeful you next trip with us will be the seamless experience you deserve. Regards,Julie ***Corporate Customer Care Case ID: [redacted]

Dear Mr [redacted] : We received your letter from the Revdex.com regarding your recent trip with us I apologize for the difficulties you experienced during your flight with usIt certainly was never our intention for you to share your seat with another passenger Customers should always be treated with dignity and respect, as we strive to provide safe and comfortable accommodations for all our valued customersCustomers are required to purchase an additional seat or upgrade when unable to meet the following criteria: (1) properly attach, buckle, and wear the seatbelt, with one extension if necessary, whenever the seatbelt sign is illuminated or as instructed by a crew member; (2) remain seated with the armrests down the entire flight; and 3) not significantly encroach upon the adjacent space We are not required to provide additional seats or upgrades free of chargeOur Inflight staff is often successful in arranging alternative seating for customers in these situations So I may further review your flight experience, please reply with the following information: Confirmation number Ticket number Travel date Flight number Origin / Destination (travel cities affected) I look forward to your reply and the information needed to review your flight experience Regards, [redacted] Corporate Customer Care Case ID - [redacted]

December 2, 2015Dear Ms [redacted] The Revdex.com has notified United Airlines that you have filed a complaint against us Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines.I am sorry to learn of the disappointment you experienced when checking in for flight for your flight on October 10, I have contacted our Service Director to report your concerns with regard to choosing a seat assignment I was advised that if you have not selected a seat prior to checking-in, only available seats will show on our seat map That said, for your future reference, when the seat map displays, you have the option to continue without selecting the Economy Plus seat As you were advised by our staff, our gate agents will assign your seat once you arrive at the gate under these circumstances.That said, unfortunately we are unable to honor your request for a refund as you were seated in our Economy Plus section, seat 26C Our records also indicate you were charged $for this seat on ticket [redacted] however, as an exception on this occasion, as you were not aware of the procedure, I have authorized a $Electronic Travel Certificate for you to offset your cost The certificate will be sent in a separate email within 3-business days.MsDiminich, we thank for your business and look forward to welcoming you onboard for a future United Airlines flight.Regards, [redacted] Corporate Customer CareCase: [redacted]

Dear Ms***: All children over the age of must have a ticket to travelWe do not provide refunds on flown tickets and regret that was your expectationI hope it helps to know that I've already passed your feedback along so we can review our policies and proceduresI consider it important to recognize areas where our airline may need to improve to maintain your loyaltyWe can't undo what happened, but know we'll make every effort to leave you with a better impression next time [redacted] Corporate Customer Carereference [redacted]

Dear Mr [redacted] : We’re always glad to hear from our MileagePlus members I am responding to your communication sent through the Revdex.com Thank you for flying the friendly skiesOur decision to implement fees did not come easilyFaced with extraordinary challenges, we, like so many others, have had to make difficult decisions to ensure that we are able to continue offering competitive fares and a superior productQualifying MileagePlus Premier Members, United Airlines primary credit card holders, Star Alliance Gold members and active U.Smilitary personnel with dependents are exempt from the baggage charges for flights operated by United AirlinesThe exemption is automatically included in the reservation when benefit requirements are metPlease visit united.com and select "Travel Information", "Baggage information" and "Checked baggage service charges" to determine the checked baggage allowance As you are not a MileagePlus Premier member, you do not qualify for baggage fee waiverBaggage policies may vary depending on your itinerary based on the first marketing carrierFor flights operated by carriers other than United, please refer to the other airlines policiesWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Lilia [redacted] Corporate Customer Care

Dear Professor ***,I understand that you are unhappy that we didn't credit the accounts with Premier Qualifying Miles and Dollars for your [redacted] flights I know earnings for flights operated by a partner airline can be confusing at timesWhen traveling on [redacted] (or any of our partner or Star Alliance member airlines), not all fare classes and routings are eligible for earnings Fare classes that are not listed on the earnings chart are not eligible for mileage credit, as well as any fare classes listed under No Mileage Credit, regardless of where the ticket is purchased The fare class may be found as a letter following your flight number It may also be referred to as booking code or class of service or may be the first letter of your fare basisUnited must abide by all contractual agreements with partner airlines including honoring [redacted] 's decision to exclude certain fares ("K" class) from earning MileagePlus miles Even so, goodwill miles were providedPlease visit www.united.com/air and click on [redacted] for specific information on mileage and Premier earnings Whenever possible, we try to accommodate our customers' requests and I'm sorry we can't do so in this instance We value your patronage and look forward to serving your travel needs in the futureRegards, Dana [redacted] Corporate Customer CareCase: [redacted] Tell us why here

Dear Mr [redacted] ***i:Thank you for contacting United Customer Care again through the Revdex.com.As previously communicated, please provide the thirteen digit transaction number from your credit card statement which begins with I will verify the information and send you the requested receiptPlease know we continually seek ways and input from our customers to improve our service and will forward this concern to our management team.Please be assured that providing our customers with a great product, an up-to-date fleet, superior customer service and an unrivaled customer experience is our vision for the expanded network and global presence of the new UnitedThese growing pains from such a massive undertaking, however difficult, will ultimately benefit all our passengers in terms of more efficient services, processes, and expanded choices.We thank you for your patience, business and loyalty We’re always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies.Regards, [redacted] Customer Care [redacted]

Dear Mr [redacted] :I'm in receipt of additional comments provided via the Revdex.com I'm sorry that you continue to be disappointed despite our efforts to provide you with information.As previously advised, checked luggage with the fare type you purchased is subject to additional chargesAny fee dispute would have to take place at the airport during check inAgain, agents must be able to physically assess the bag before appropriate bag fees can be determined; therefore, it is simply not possible to negotiate bag fees over the phone or via emailOnce again, I must respectfully decline your baggage fee request.Thank you for writing to us.Regards, Maria ***Corporate Customer CareCase: [redacted] Tell us why here