United Airlines

Complaint: [redacted] I am rejecting this response because:"While I can't refund the baggage fees..." is not an acceptable responseYour business accepts credit cards for payment, and so you also have the ability to issue refundsI paid with credit card and a refund on the credit card is my expected resolution.My experience with United Airlines has been largely negative such that I don't anticipate making use of the voucherFor example on this same trip my party (of people) was split up by the customer service representative, and when I asked for help at the baggage desk the employee said "helping you would be a waste of my time, and I don't like to waste my time"Not a single United employee was willing or even made an attempt to assist me even though they were all standing in front of United computersThis is not the type of treatment I would expect nor I have experienced with your competitorsThe resistance to issue a refund for hidden/un-advertised fees does not inspire confidence that United will make a sincere attempt to remedy this situation for future customers, and this is not something I want to experience again Sincerely, Scott [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Dear [redacted] Please accept my apologies for the flight cancellation you experienced. To facilitate our research, kindly supply the information below. Passenger [redacted] (s): Frequent flyer number (if available): Flight... Number: Ticket Numbers: Origin: Destination: I look forward to hearing from you so that I may resolve your concerns. Best regards, [redacted] Corporate Customer Care BBB XXXXXXXX Case ID: XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Complaint: XXXXXXXX I am rejecting this response because the matter is still unresolved currently. Below is the information requested in your email: Passenger [redacted] Frequent flyer number (if available): N/A Flight Numbers: American Airlines 4728, American Airlines 1747, United Airlines 5756, United Airlines 3603 Ticket Numbers:XXXXXXXXXXXXX Origin: Charlottesville on 2/16/15 and Pittsburgh on 2/17/15 Destination: Pittsburgh on 2/16/15 and Charlottesville on 2/17/15 Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/10/19) */ Dear Mr. [redacted] : Thank you for providing the additional information through the RevDex.com website so that I may address your concerns. According to our records, we have processed your refund request for ticket XXXXXXXXXXXXX on October 18, 2015. The refund was issued for the base fare of $375.70 and an additional $66.87 in taxes. I'm sorry for the delay in processing your request. Mr. [redacted] , your business is greatly appreciated and I hope that despite this incident you will give us the opportunity to better serve you in the future. Best regards, [redacted] Corporate Customer Care BBB XXXXXXXX Case ID: XXXXXXX Final Consumer Response / [redacted] (2000, 11, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 However, I would like the business to know that the fact that this issue had to be escalated this far is unacceptable I have retained records of all of our conversations with the business and I have saved their response as a promise that they will follow through and not charge a change fee when we do rebook If they fail to follow through with this promise, I will escalate this issue again.In addition, I can absolutely guarantee that we will not use their services again if we can help it Sincerely, [redacted]

Dear Mr**:I have retrieved your daughter's confirmation number and do see that you are referring to Air [redacted] flight [redacted] that you daughter was traveling on Her reservation sir indicates that your daughter is years old and traveling with her mother on her outbound flights and traveling with you on her return flights.United Airlines does not offer compensation for any other airline as we do not have access to any other airline's flight operations We can not see what another airline's flight issues are such as cancellations, delays or flight diverts.I clearly understand that you booked through United as you had to due to the fact that this was a mileage reward ticket My suggestion would be reaching out to Air [redacted] directly to see if they were issuing compensation or hotel accommodations for passengers that were delayed You were according to your daughter's reservation traveling on the same flight so your seeking compensation for you and your daughter from Air ***.Mr**, United Airlines does appreciate your business and we look forward to serving you and your family onboard your future United flight.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

Dear Ms [redacted] : I regret we did not get you to your destination as originally scheduled and for your unpleasant experienceI am also sorry we were unable to provide you with the requested information about your refund inquiryWe realize communication is essential and based on your comments; clearly we could have done a better job Unfortunately, all refunds are directed to our Refunds department for review and handlingOur Refunds department must review the breakdown of the fare and taxes charged to determine how much should be refundedWe recommend that our airport representatives refer you to Refunds as we do not want to provide you with an incorrect dollar amount if due Although, I am unable to fulfill your ticket refund request, I have refunded the Economy Plus feeYour reference number is 21766341/If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxI hope this takes care of your concern with the ticket I know your time is valuable and understand your disappointmentWe want to continue serving your travel needs, so I’m sending each of you an Electronic Travel Certificate that will arrive separately within five business days I appreciate that you chose United for your travel and hope your next trip with us will deliver the experience you deserve Regards, [redacted] Corporate Customer Care Case: [redacted]

Dear Kolte [redacted] :I'm responding to a complaint forwarded to us from the Revdex.comI regret that you did not get the seat you reserved on your recent flight, and sincerely apologize for any inconvenience this may have caused you We do our best to accommodate individual seat requests, but unfortunately, due to potential operational changes, we are not able to guarantee seat assignments This information is clearly outlined in our Contract of Carriage and on united.comAdvance seat assignments are offered as a courtesy to our customers, and we hope to be able to do so for you in the future We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, LeMarkus ***Corporate Customer CareCase:

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, Jerome [redacted]

Dear Mr***:I am responding to the additional information you forwarded to the Revdex.comI'm sorry you didn't receive your Electronic Travel CertificateAttached is a copy of your certificateI hope you can use it for the next flight you book with usI'll make sure to pass along a "heads-up" to our Technology department for review, too, in case this happened to othersThank you for your loyaltyIt means a lot to usWe can't wait to serve you again on a United Airlines flightIn case you did not receive that certificate here are the details you need to redeem the certificate:Promo Code: [redacted] Certificate PIN: [redacted] Regards, Susan ***Corporate Customer Care [redacted]

Complaint: [redacted] I am rejecting this response because: They (United Airlines) is taking the 60% of the price only because I can not travel on timeI continue thinking they are managing the company as a punishing people agencyThe money I expended in the thicket purchase is money from working hard saved for a dreamThey are overestimating administrative managing Sincerely, Pedro [redacted]

Dear Mr [redacted] I am sorry to hear about the cancellation of your flight and the out of pocket expenses that you paid in for your family to return to PortlandI can also see that you also contacted the USDepartment of Transportation regarding your experience and our representative, Donita Mincey, has been corresponding with you in order to resolve In her most recent email to you on August 11th, she asked you to send in receipts for your expenses As this is the case, please contact Ms [redacted] if you have further concerns We appreciate your patronage and we are looking forward to welcoming you onboard when you travel on your next United flight Kind regards, Dana [redacted] Corporate Customer CareCase [redacted]

Dear Mr. [redacted] : The RevDex.com has forwarded your correspondence to my attention.Your email clearly expresses your disappointment that you were not provided the correct flight destination by our reservation, and was charged a change fee of $100 per person. I have authorized... that you be refunded the $200 change fee back to the original form of payment. This is your reference number [redacted] and [redacted] , please allow 5-7 business days for the refund to post to your credit card.We appreciate your business and we look forward to welcoming you onboard a future United Airlines flight. Regards, Lisa [redacted] Corporate Customer CareCase# [redacted] Cas

Dear Mr***:I appreciate you took time to share your thoughts about our services and your recent experience on flight Your constructive comments help us to improve our products and to gear them towards your needsWe'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with usIt's important that we listen to our passengers now more than ever as we are working hard to be your airline of choiceI'm disappointed to read about your recent experience with our Inflight crewWhat you described isn't our commitment to providing exceptional customer serviceI'm sorry we didn't deliver that to you during your travelThere's never an excuse for what you describedI assure you that your comments are taken seriously and will help us address the issue as we review this with the employee That said-crews member are not expected or required to move baggage already store in the overhead bins for safety reasons If you encounter a bin with open space, you may move bags to make room for your bags to be stored or ask passenger if they have items stored in the bin to assist in moving their bag to make room for yoursAs a gesture of goodwill, I'm sending you a $Electronic Travel Certificate, which will arrive via email in a few days On behalf of our United family, we look forward to welcoming you aboard your next flight Thank you for your Premier platinum status and loyalty.Regards, LeMarkus ***Corporate Customer CareCase: [redacted]

Dear Mr***: Once again, I apologize for any inconvenienceThe [redacted] Gift card was to reimburse you for the damage or repair of your luggage Regards, [redacted] Corporate Customer Care

Complaint: [redacted] I am rejecting this response because: All information regarding my ticket was given by the customer representativeIf trusting the customer representative is wrong, I don't know whom I should trustAs a customer, I have to bear the loss due to the representative's faultI'm so disappointed with the decision Sincerely, Di ***

Dear Ms***: Thank you calling me backI was just told that you have to go thru [redacted] to make any changes on these reservations So what I will suggest is to cancel both existing reservations and go to United.com and book a new reservation with the flights that are most convenient to your needs I am very sorry for this inconvenience and the poor communication We want to keep you as a loyal and satisfied United customer As a gesture of goodwill I am sending you a $travel certificate to a future travel This will come to you on separate email I appreciate you chose United for your travel; we hope to have the privilege of welcoming you back in the future Ana [redacted] Corporate Customer Care reference case [redacted] reference PNR BFCYJK and BFCWYR flights for September Tell us why here

Complaint [redacted] I am rejecting this generic and canned responseUnited Airlines has the capacity to remedy this issue and they've decided to forego the opportunity to influence my negative experienceI had a bad customer service experience that I will not forgotYou just lost a loyal customer Sincerely, Neema ***

Dear Mr [redacted] : I'm disappointed to read about your delayed luggage and experiences with our representatives 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 your communication with our Baggage Resolution CenterThere's never an excuse for what you describedI assure you that your comments are taken seriously and will help us address the issue as we review this with the employees I have contacted our Baggage Resolution Center team on your behalf and they confirmed that your draft check should arrive within the next 5-business days and an electronic travel certificate has been issued to you and should arrive within the next few days by emailWe appreciate your business as a MileagePlus member and you chose United for your travel I 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 Regards,Candance ***Corporate Customer Care Case: [redacted]

Dear Mr***:I am responding to your communication filed with the Revdex.comI realize you are requesting a refund of your non-refundable ticket from Denver to Chicago on June 29, 2017.Because the Basic Economy product is new, united.com has several prompts in place that alerts customers of the restrictions that are associated with the fare, including no advance seat assignments or full size carry-on's permitted on boardCustomers also have to acknowledge that they understand the rules and restrictions of the Basic Economy fare before submitting the passenger informationWith that said, while we are unable to fulfill your request specific request, as a one-time exception, we will allow the full value of your ticket to be applied towards a future purchase (please be sure to cancel your reservation before the scheduled departure date)When you're ready to book your new itinerary, call our Reservations department at 1-800-UNITED-(###-###-####) and refer to confirmation number: [redacted] Our authorization has been appended to the reservationWe appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards,Julie ***Corporate Customer Care Case ID: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12380377, and find that this resolution is satisfactory to me Sincerely, Danielle ***

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ I am responding to your concerns forwarded to us form the Revdex.com website, in regards to your recent travel with us I regret to learn that your luggage was delayed on your flight UA3738, on July 12, I do understand how frustrating this must have been for you and I apologize When luggage is not returned within hours of flight arrival, our Airport Baggage Service office or Baggage Resolution Service Center may authorize limited reimbursement of interim expenses I have forwarded your concerns to one of our Baggage Resolution staff members and they will be contacting via telephone to advise you on how to file to your interim bag expense claim You may also contact our Baggage Resolution Service Center so they can assist you with your baggage claim, you can contact them at the following telephone number: X-XXX-XXX-XXXX On the other hand, I was very sorry to learn of the upsetting experience you encountered on your flight UA3447, on July 17, I was concerned to read that our Inflight representative did not demonstrate a high level of professional courtesy when she responded to the the passenger [redacted] next to you All United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate [redacted] for customer convenience, regardless of circumstancesWe strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengersI apologize for the negative impression this situation created United is strongly committed to the equal and appropriate treatment of its customers Our company philosophy does not condone acts of, and strictly prohibits, discrimination or discriminatory practices of any sortAll staff members with customer contact responsibilities receive training on equal treatment of all customersWe maintain a strong corporate commitment to a simple value to recognize, respect and support our customers and our employeesWhen we receive reports that a passenger [redacted] they have been discriminated against in any manner, we take the issue very seriouslyWe work hard to correct problems brought to our attentionAlthough we cannot provide specific details about the internal investigation, please know we take your concerns very seriously As a tangible gesture of our apology for your overall experience, and in appreciation of your business, I will be sending you an electronic travel certificate, good towards a future purchasePlease allow 3- business days to receive it on a separate e-mail The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useThe certificate can be redeemed on united.comIncluded will be the PIN to be provided when the certificate is redeemed for use towards future travelThe ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinationsWe appreciate taking the time to share this kind of open, honest, and direct feedbackWe consider it a valuable resource and a great help in identifying areas where we may need to improve the level of service we provide Despite the negative experience, we hope to have your continued business and supportUnited is committed to providing a pleasant and safe environment for our customers We appreciate your business and look forward to welcoming you on board a future United Airlines flight Kindest regard to you [redacted] Corporate Customer Care XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very sorry however I feel that a dollar travel voucher just doesnt satisfy the discriminatory practices I observed by the staff on this United flightThis is a major issue and a potentially damaging PR issueI expect that United does take this issue serious and by only offering which doesnt even buy a ticket to most destinations is a poor attempt at trying to remedy the situationThis looks to be more of a standard compensation for any and all claims against the airlinesI would expect that maybe I should receive a call if there was any type of internal investigation was being done to obtain as many details as possibleXXX-XXX-XXXX Final Business Response / [redacted] (4000, 9, 2015/07/28) */ Dear Mr***: We empathize with the disappointment you have expressed and the compensation we offered you for your recent travel experience Please rest assured that I have filed a formal complaint with the appropriate management teams for their internal review and necessary corrective actions Your position on this matter is understoodUnited Airlines does take your allegations seriouslyWe are conducting an ongoing internal investigationOur internal actions and handling of this situation are proprietaryTherefore, you will not receive a conclusive report with this information from United Airlines We believe that the compensation we offered is fair and reasonable, and in line the service you experiencedOur intentions are to offer her a balance of valuable options that are easy to redeem I understand our goodwill offering cannot compensate for the concerns you experiencedNonetheless, the electronic travel certificate was offered and provided as a tangible expression for our regret for your disappointment during your travel with United You asked us to reexamine your request and we have done soAll things considered, we do support our earlier decisionWe do regret being unable to fully meet your expectations in this matter and hope for your understanding Your feedback will be helpful as we strive to provide you and other customers with positive travel experiences Mr***, I have responded with care and concern, and certainly encourage you to accept our goodwill offer in the spirit in which it was intended We understand you have a choice of carriers; however, I remain hopeful our commitment to addressing your concerns will retain your business I appreciate your time and business and look forward to an early opportunity to regain your confidence Kindest regards to you Sincerely, [redacted] Corporate Customer Care XXXXXXX