United Airlines

Revdex.com: I was contacted by United Airlines to discuss the issues with my daughter's flight, United Airlines have accepted that unaccompanied minor's should never be left alone in the airport and that she should have been escorted to a safe area intended for unaccompanied minorsI hope that this will serve as an opportunity for ensuring that adequate training and procedures are followed to keep kids safe in the future Sincerely, Grant [redacted]

Complaint: [redacted] I am rejecting this response because:United does not meet their schedule of service and imposed excessive outside costs on me from their failuresThe goodwill offer is negligible to the costs recognized by their service failuresThe organization reaps benefits from under staffing, inadequate employee qualifications and a record low fuel cost environmentCustomers in many areas have little or no alternative for the travel times and cost proposed by United, only to be stranded by additional costs when United fails to meet the service schedule Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: You NEVER indicated the compensation that you were initially offering....you only vaugely indicated that it was more than others were given in these circumstances. The initial response was that I would be offered a "travel certificate". The only reason I rejected that response is because you never indicated the amount of the travel certificate. Is it for $100 or $1000??? I asked for more clarification on that & your offer is to reimburse the cheap $50 something dollar motel room????? Seriously????? This is how you treat a loyal customer with a United Plus credit card???? Sincerely, Janine [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Dear Mrs [redacted] I am responding to your complaint filed with the Revdex.comI understand you feel you were overcharged for checked luggage on your recent flight from Tel Aviv to Newark Checked luggage that exceeds pre-established size and weight limits will be subject to additional chargesFees may only be collected or disputed during actual airport check-in Agents must be able to physically assess the bag before appropriate bag fees can be determined; therefore, it is simply not possible to negotiate excess bag fees over the phone or through mailI assure you that we are an integrity-driven airline, and we would never purposely inconvenience you Although I am unable to refund the fee, I would like to offer you one $electronic travel certificate as a token of our goodwillPlease allow at least days for processingThe terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useIt can be redeemed on united.comIncluded will be the PIN to be provided when it is redeemed for use towards future travelIt is valid for one year from the date of issue towards the purchase of air transportation on any flights operated by United Airlines/United Express We appreciate your business and look forward to welcoming you on board a future United Airlines flight Kind regards, MsAvi [redacted] Corporate Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept as long the electronic certificate is valid for anyone in my immediate family Final Business Response / [redacted] (4000, 9, 2015/07/14) */ Dear Mrs [redacted] You have requested clarification on the usage of the electronic travel certificate before accepting it as a resolution to your original complaint Please refer to the Terms and Conditions included with the certificate, specifically item 6, which states that it may be used to arrange travel for yourself or any family member or friend as long as it is not sold or barteredIn other words, the certificate is fully transferable to any person of your choice at time of ticketingIt does not have to be used by the person who is named on the certificate If you have any additional questions or concerns, please contact United Reservations at 1-800-UNITED-and a representative can assist you Kind regards, MsAvi [redacted] Corporate Customer Care Final Consumer Response / [redacted] (2000, 11, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr [redacted] :I'm sorry you were disappointed with our employee's serviceI 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 am sorry your wheel was damaged on your bagThough United carefully handles and transports our customers'luggage, your checked baggage may show evidence of wear based on handlingIf you believe United damaged your checked baggage, please review this page to see how to report your claimDamaged baggage cannot be reported via email or through the websiteUnited is not liable for the destruction, loss or damage of any baggage caused by its inherent defect or poor quality as well as the following conditions that result from wear and tear: Minor cuts, scratches, scuffs, dents, dirt and stains Damage to wheels, feet or extending handles Damage to fragile or perishable items Damage because of over-packed baggage Loss of external locks, pull straps, security straps or zipper tabsI have issued a $ [redacted] Gift Card via regular mailYour business and loyalty is appreciatedI hope you will give us another chance to give you a more positive experience.Regards, [redacted] ***Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because: United Airlines is the company that took the money from my accountI have two posted transactions from United AirlinesI don't know what their relationship is with this company and why they both keep passing the buck on this situation and why their trying to not take responsibility for their part in this messMy life is upside down because of this and it's getting worse Sincerely, Nora ***

Dear Dr***: I have searched thorough our database and do not see a complaint that you have submitted for your carry on baggage as you have stated that you submitted a complaint received an acknowledgement but no response.I did retrieve your ticket and do see that you purchased your tickets online on United.com The tickets that you purchased were Basic Economy Fare tickets which does not allowed any changes to your flights, no carry on baggage, no advanced seat assignments and no mileage accrual When you purchased the tickets online, once you selected the flights, a note will show you on the left side when you select your fare that you are selecting basic economy fares and it will display the restrictions and at the same time show you what the regular economy fare is so that you can make a choice of either fares Once you select the basic economy fare you have to agree that you understand the restrictions of the fare before the site will let you proceed with the purchase.United Airlines will not refund your carry on baggage charges Dr [redacted] as you selected the fare that you wanted to purchase online at United.com.United Airlines does appreciate your business and we look forward to serving you and your son on your next United flight.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

Dear Ms [redacted] :I regret to hear that you are unable to travel due to a medical emergency When you purchase a ticket that is non-refundable and you make any changes to the ticket you do have to pay a $change fee and the difference of any airfare when your ticket is reissued All tickets are valid one year from the date of issue.United Airlines does have a illness policy With the illness policy, you call to cancel your reservation When you are ready to travel you contact United Reservations using your original confirmation number You advise the agent of your new dates of travel The agent will then advise you of any fare difference and advise you of the change fee You will be responsible to pay the fees After the ticket is reissued, you then can go online to united.com, refunds and send in a copy of your DR's letter and/ or ER paperwork and United Airlines Refunds department will refund you change fee which will be $as there is a $processing fee.United does not refund tickets that are purchased as non-refundable Your certificate was used for the reservation and we do not reissue used certificates Ms [redacted] , on behalf of United Airlines we hope that you are feeling better and will have the opportunity to travel with us soonRegards,Sheila [redacted] Corporate Customer CareCase [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 because no matter what they won't do anything to correct their wrong Sincerely, Sarah [redacted]

Dear Mr [redacted] : We have received the Revdex.com and Department of Transportation complaint with regard to your request for a refund of the economy plus fees and baggage fee I have authorized the refund of your $and $economy plus seat feeIn review of the correspondence with our Executive Services Corporate Customer Care Manager Ms [redacted] , she has issued you an electronic travel certificate and refunded the $baggage fee that you are disputing We sincerely hope that you are able to accept the electronic travel certificate in the spirit in which it was proffered as we do consider it an honor and a privilege to welcome you back Although we will consider this matter closed, our goal is to remain your preferred carrier, and we understand the importance of providing consistently safe, reliable and professional service to achieve this objectiveGiven the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide With kindest regards, Cindy ***Corporate Customer Care [redacted]

Dear Ms. [redacted] : Thank you for providing additional information. In order to assist you with the funds you state that United has on hold and need to be released, you will need to call United Reservations at 1-800-UNITED-1 and our Reservations representative will rectify this matter. Please make sure you have the following information on hand: the name of your bank, the name of your bank’s Authorization Holds Department, the fax number for your bank’s Authorization Holds Department, and the name of your bank’s employee who will handle the request. Thank you for your cooperation, Ms. [redacted] . Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10059414

Dear Mr [redacted] :I'm sorry you had a disappointing experience; it was certainly not our intent I recognize specific seat assignments are important to you and we'll always try to accommodate your preferencesUnfortunately, we can't always guarantee seat assignments on other carriersPlease use the search box on united.com, and type in: Aircraft Seating PoliciesUnder Aircraft Seating, you'll find information for your next trip.I am very sorry to hear the agent disconnected the phone call As a way to say we're sorry, I'm depositing bonus miles into your MileagePlus account, which will reflect in your balance within a few daysWe hope this gives you a It is future opportunity to receive the service you deserve We appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with UnitedKind regards,Patricia [redacted] Corporate Customer CareCase [redacted]

Dear Mr***: I am responding to your latest communication sent through the Revdex.comI understand your point of view, but we do not refund used tickets or take responsibility for other airlines delays or cancellations.We understand the value of your decision to book with us and will make every effort to leave a better impression when we have the privilege of serving you againPlease accept my apology and allow us that opportunityWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Lilia [redacted] Corporate Customer Care

Dear Ms [redacted] : Your reply to the Revdex.com was forwarded to my attention for review and response I appreciate you taking my callIt was an absolute pleasure to speak to you I am truly sorry for all the confusion regarding your refundI am glad we were able to sort things outI have authorized a refund for ticket number: in the amount of $back to [redacted] ending in It can take up to days for the charge to appear on your credit card statement In addition, I am sending you a $Electronic Travel Certificate for a discount off of your next flight with usIt will come in a separate email within hours Ms [redacted] , we are truly grateful for your business and look forward to the privilege of serving you on your next flight Warmest regards, [redacted] Corporate Customer Care Case: [redacted] Tell us why here

Dear Mr [redacted] : I am sorry your United Cub Passes expired and you were not able to get them re-issuedI have requested that electronic United Club passes be issued via a separate email within 24-hoursThank you for your patience, your business is appreciated Kind regards, LaRece ***Corporate Customer Care ezcare case # [redacted]

Dear Mr [redacted] :We appreciate you contacting us through the Revdex.comWe are sorry to hear your disappointment with the handling of your refund requestI have verified our records and see that the refund's were processed on October 12thYou may view and/or confirm the status online via: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxYour reference number's are [redacted] , and [redacted] I appreciate you chose us for your travel, and on behalf of United, we look forward to welcoming you aboard your next flight.Regards, Marleina [redacted] Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because: it is against faa regulations to reopen a closed walk way door once it is closedThat was his first mistake which will be reported to the proper authorities for an investigationNumber he did follow the guidlines at all cause it my understanding that the agent is suppose to keep the customer at the counter was not done nor did your agent advise of anything you mentioned this is complete crap Sincerely, [redacted] ***

Dear Mrs [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns regarding your and your three children’s, and infant’s travel experience on June 8, For travel to Tehran, a customer can check up to two bags at no charge The standard checked baggage allowance applies to children with purchased tickets, including infants traveling internationally on percent of an adult fare It is important to note that all standard checked baggage restrictions and service charges apply In this case, the size and weight restrictions are as follows: up to linear inches (157cm) L + W + H and lbs (kg) per bag This information is detailed on United’s website at united.com If a customer’s checked baggage exceeds the size requirement, then an oversized checked baggage charge will be assessed In this case, you were traveling with checked baggage which were oversized: a kitchen sink which measured linear inches and a bag which measured linear inches And in this case, oversized checked baggage charges per item were applicable I appreciate your letting us know about the manner in which this situation was handled, and I am sorry to learn you opted to cancel your and your family’s trip as opposed to paying the oversized checked baggage charges With regard to your nonrefundable tickets, you may apply the value of the tickets toward new ticket purchases When you are ready to purchase new tickets, please be sure to call United Reservations and have the reservation confirmation number on hand Note you have one year from the date the tickets were issued to apply the value of the unused tickets toward new tickets and you will be charged the fare in effect at the time the new tickets are purchased and a change fee per ticket If you should have further questions or concerns regarding this matter, please do not hesitate to contact United Reservations at 1-800-UNITED-Thank you for allowing me to provide clarification I hope this information is helpful when planning future travel Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Complaint: I am rejecting this response because: This does not answer my question of why I have yet to get the refund for the ticket price and why I have a $fee taken out of my bank account in order to get my refund which is what your agent saidThat was just a general outline of their terms and not why I had a agent lie to me and take my credit card information to charge me $to get my refund back which I have not seen as of yet Sincerely, Alexandria ***

July 1, Dear Ms***: I'm very sorry to hear your bags were delayed, I can only imagine how frustrating that must have been I do understand your frustrationAlthough we aren’t able to honor your request of a refund, I would like to make this rightI have sent you an Electronic Travel Certificate, which will arrive via email within a few daysI hope you will be able to use it soon and enjoy a more positive experience I appreciate that you chose United for your travel and hope your next trip with us will deliver the experience you deserve Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]