United Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and that will be fine if the $is refunded to my credit cardI appreciate your addressing the issue, but have to note United's system is infuriating; there is no way to contact you regarding an overchargeIf you call, you're told use the website; I tried more than a dozen times, and was told Unite couldn't find my reservation, the website couldn't accept the information, the website couldn't take email, endlesslly going in circles; ***, the person who promised to issue the refund, was beyond negligent (I left him more than a dozen messages, which he ignored, except only to disregard my instruction not to call when I was abroad (it was like dealing with crazy people)I did confirm the overcharge on my Amex bills, and spent two months trying to get someone to discuss it with meThe person who made the reservation swore she left notes on the account, etcIf you can access my website requests, the full history is there, with at least a dozen submissionsIf you have issued the refund, that will resolve the matter for me, but you desperately need to stop abusing customers and install a customer service system that works Sincerely, [redacted]

Dear Mr [redacted] : I am sorry for the unexpected overnight inconvenience when traveling with us on December We receive your inquiry via the Revdex.com, case [redacted] Please accept my personal apology for what seemed contradictory at the airport Although, we do have a customer service desk for on the spot resolution;, for cases requiring more in-depth response, research, resolution, it is best to refer the customer to our Customer Care department for the best service I will be happy to send you and your wife each a $electronic travel certificate as goodwill for the overall inconvenience and to offset your unexpected expenses Regretfully, we are unable to offer a refund for used or flown travel Understandably, there was the overnight delay, but travel was ultimately completed We appreciate your flexibility and recognizing this as an amicable solution The electronic travel certificates are valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines Please allow 3-business days for delivery on a separate cover to your email Thank you again for taking the time to reach out to us and choosing United Airlines Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear your flight was cancelled due to adverse weather conditions on July 22, and you missed your connecting flight to India I also understand your disappointment that you ended up purchasing a ticket on your own on Delta and you incurred additional expenses during this stressful time I see my colleague emailed you on September 07, about these specific concerns I also confirmed that you and your wife were each issued a $electronic travel certificate for this unfortunate situationWhen there is a flight cancellation we do our best to rebook your flight on United or another carrier in order to get you to your destination as soon as possible Unfortunately; I am unable to refund the difference in fare paid for the Delta ticket However; as a goodwill gesture I have issued you an additional $electronic travel certificate that will be emailed to you in a few days.Thank you for being a Premier Platinum member with us and have a nice dayRegards, Susan ***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 Sincerely, Paul ***

Complaint: I am rejecting this response because:Dear Sir, This would have been an acceptable response had, the issue been resolved with one or email correspondenceHowever, my correspondence with your Customer Service has been going on for a month! Even after wasting so much of time, finding the e-ticket number with your partner airlines (Even after providing boarding passes and ticket itinerary), the reply that has come from your side is another disappointmentP.S: I am attaching ONE OF THE MANY email correspondences, I have had with your Customer Support This issue would have been simplified, if the e-ticket number was mentioned by your partner airlines on the boarding pass, which caused a LOT OF heartburn ! I would request that I be compensated fairly for this gross inconvenience and wastage of time without any positive resultFurther, I request you to take this issue with the Star Alliance Members to print e-ticket numbers on the Boarding passes and to take this issue within your company in order to do so.I would appreciate, if I could receive any type of acknowledgement for the same from your higher management to lookup into this issue.Thank you for your timeEMAIL CORRESPONDENCE:HRDear Mr***, Thanks for providing the information we neededWe apologize for the inconvenience this has caused youWe will include your feedback in our process of evaluating improvements to our product as well with our partnersMeanwhile, your missing mileage request is not eligible for credit The fare class "V" purchased for your partner airline travel is not a valid fare class for MileagePlus earnings.The fare basis determines the cost of a ticket and each flight segment has its own fare basisThe first letter of the fare basis is the class of service or fare class Our partners set the fare classes that are eligible for earning frequent flyer mileage and these fare classes are subject to change by each partnerPlease note that the fare class that appears on your passenger receipt or E-Ticket receipt may differ from the fare class the operating airline uses to determine MileagePlus flight credit United Airlines abides by all contractual agreements with partner airlines, including honoring our partner's decision to exclude certain fares from earning MileagePlus miles.MileagePlus mileage credit is based on the fare class purchased, which may be found on the eTicket receipt For crediting mileage, we are unable to use the class “economy” or “coach” on an itinerary or ticket receipt In addition, the "class" displayed on a boarding pass may only indicate the cabin assignment and not necessarily the fare class purchased For the most current fare classes and complete details regarding earnings with our current partners, please visit www.united.com/air and then click on the specific partner name from the list.Whenever possible, we try to accommodate our customers' requests and I'm sorry that we cannot do so in this instanceWe value your business and look forward to serving you in the future Regards, Jhessa Marie [redacted] MileagePlus This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIALOriginal Message Follows: ------------------------ This is the e-ticket number for Jet Airways[redacted] Boarding Pass and ticket itinerary already sent.This is NOT for EVA, but Jet.Please take up the issue of printing e-ticket number on the Boarding passes with your STAR ALLIANCE MEMBERSIt is SO INCONVENIENT to your customers ! Thanks, Amod On Wednesday, February 10, 2:PM, "[email protected]" wrote: HRDear Mr***, Thanks for your replyI am sorry that your miles from Eva Air did not automatically post but we would need the missing flight information from the customer If you do not have the ticket number on your itinerary, then you will need to contact Eva Air to get that information to provide to us to request the missing credit We appreciate you taking the time to contact usRegards, Kim ***MileagePlus® LeadRepresentative “This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL.” Original Message Follows: ------------------------ The travel agent did not give any ticket numberI have given you the copies of the Boarding passes and the copy of the ticketNow, the onus is on you to take the necessary action.If you are unable to do so, I request you to please contact the airlineThey should be the ones to have the ticket number, in first place, on either the Boarding Pass or the ticket.Otherwise, please escalate the issueThanks, Amod On Tuesday, February 2, 4:AM, "[email protected]" wrote: HRDear Mr***, Thanks for writingWe are unable to process your missing flight on January 5, Mumbai to Doha since the documents you have submitted doesn't contain the ticket numberThe ticket number is required in order to process your requestThe ticket number can be found on the ticket or passenger receiptIf you no longer have the ticket number, you may contact your travel agent or the partner from which you flew to obtain the ticket numberTicket numbers are or digitsOn the other hand, we are unable to process your flight with Qatar Airways The airline you flew is not a partner in the MileagePlus program.Please visit the Airline Partners and Global Alliances page to see a list of our airline partners.We look forward to your replyRegards, Jenina [redacted] MileagePlus This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIALOriginal Message Follows: ------------------------ Please find with this email, the Boarding Pass and the ticket.Please let me know, when the missing miles will be credited? Thanks, Amod On Friday, January 29, 5:AM, "[email protected]" wrote: HRDear Mr***, Thanks for writing back to usWe understand where you are coming from; however, in order for us to process your request for mileage credit, we really need a copy of your ticket receipt and boarding passSome partner flight requests require a copy of both the boarding pass and the ticket, passenger receipt or travel itinerary (that includes the ticket number, price, flight numbers, class of service, dates and cities of travel) The ticket receipt shows if the fare is eligible for credit and the boarding pass confirms that you flew on the flight If you no longer have your passenger receipt, you may be able to obtain it from your travel agent or the airline on which you flew If you no longer have your boarding passes, you may request a boarding certificate from the airline on which you flewYou may submit a copy of your receipt and boarding passes, along with your MileagePlus account number at: www.united.com/ContactMP All requests for missing mileage credit must be received within months of the flight dateWe appreciate you taking the time to contact usRegards, Paul [redacted] MileagePlus This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIALOriginal Message Follows: ------------------------ I am not sure whether it will show the ticket number, as the itinerary as well as Boarding Pass doesn't seem to have itHow much more inconvenience would you be willing to put your members through?Should it not be airlines responsibility to take care of this??????I can send you the copy of boarding pass, itinerary and mileage plus number.Please reply, If you are unable to help.I would ask that you raise this issue with your Supervisors!I had been told, United was improving, but it seems it is the same story still ! Thanks, Amod On Monday, January 25, 4:PM, "[email protected]" wrote: HRDear Mr***: Thanks for writingWe are unable to validate the flight information you provided In order to credit your account, we require a copy of your ticket, passenger receipt, or travel itinerary (that includes the ticket number, price, flight numbers, class of service, dates and cities of travel) and a copy of your boarding pass(es)Please send these documents, along with your MileagePlus account number atwww.united.com/ContactMP Please note, only the following file types will be accepted: .pdf, .jpg, .gif, .tif and .tiffFile size should not exceed MBAll requests for missing mileage credit must be received within months of flight date We appreciate you taking the time to contact usRegards, Elena [redacted] MileagePlus This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL Original Message Follows:------------------------ Submitted: 1/24/3:15:AMRemote Host: 76.88.46.207User Agent: AppleMAC-SafariSigned In: Yes Name: MrAmod ***E-mail Address: amod_***@yahoo.comMileagePlus Number: HR052428Premier Status: 0Category: NoneSubject: Mileage CreditReply: Yes Message:Hello, The mileage on the Jet Airways flight from Mumbai (BOM) to Doha (DOH) is missing for 05th Jan My United Frequent Flyer number:HR Flight Number 9WSeat 34A Cannot locate Eticket number on the Boarding Pass? Please provide me with the missing miles.Please let me know, if you need any other informationSincerely,Amod *** *This is one of many email correspondences with your Customer Service

Dear Mr [redacted] :I am responding to your compliant filed with the Revdex.comI am sorry to learn of the inconveniences experience when traveling with your pet and 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 goal.The in-cabin pet fee is $per directionOur records indicate the applicable fees were charged and transportation was provided for your petTherefore, we are unable to honor your request to refund $However, there was a duplicate charge of $and I have sent a request to our Refunds Department for that feePlease allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour reference number is If you'd like a general update during that time, you can visit:https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxA...⇄ a goodwill gesture, I will send you a $electronic travel certificateYou will receive the certificate in a separate email within a few daysWe appreciate your business and look forward to welcoming you and your pet on board a future United Airlines flight.Regards, Dayna [redacted] Corporate Customer CareCase ID: [redacted]

Dear Dr**, I am sorry to hear of your overall experience and for your continued disappointment In our initial reply to you, I see that an apology was offered and goodwill miles were provided for you as well as Ms*** Additionally, information was given on how to contact our Baggage Resolution Center regarding your bag damage [redacted] was also contacted on your behalf due to the delay when you checked in at their counter, and [redacted] has let us know that they will be contacting you directly regarding their service As my colleague previously advised, we will be unable to refund your tickets as the tickets were used for travel We appreciate your patronage and loyalty as MileagePlus members and we are looking forward to welcoming you onboard when you travel on your next United f**ght Kind regards, Dana [redacted] Corporate Customer CareCase [redacted] Tell us why here

Dear Dr***:I have retrieved the reservation for you and Mr [redacted] and see that this was a roundtrip traveling December 28, and returning January 3, 2018.United Airlines does not refund used tickets Any flight that was cancelled and you did not travel on would be refunded back to your original form of payment The flight that was cancelled and a refund was processed was done correctly.United Airlines does appreciate your business.Regards,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 Although I sincerely hope that when I use my travel vouchers for a United flight in the future that it will be significantly better than my last experience with themI would also like an update if possible to whatever action is taken against the employees that made our previous experience so horrible Sincerely, Ian ***

Dear Ms [redacted] We appreciate when customers take the time to share their travel experienceFeedback like yours presents opportunities to improve or enhance our products and servicesFrom what you describe, we failed to meet your expectations for providing good servicePlease accept my sincerest apologiesWe understand your disappointment and take your concerns very seriouslyIn an ongoing effort to make service improvements your comments have been documented for internal review; we are committed to providing you a positive travel experience.It is never our intent to inconvenience our passengers, and I regret your expectations were not metAs a gesture of our concern an Electronic Travel Certificate will be sent in a separate email, please allow up to business days for processing.Your feedback - both positive and negative - does make a differenceOur goal is to create the world’s most Flyer Friendly airlineWe have room for improvement, but that’s the direction we’re headedWe look forward to serving you again soon.Regards, James [redacted] Corporate Customer CareCase:

Dear MrRodman- [redacted] : We received your letter through the Revdex.com, with reference to case [redacted] I regret the possible confusion in regard to the fare rules governing your ticketI empathize with your logic and appreciate the opportunity to explain on several points the challenges involved in your requestThe ticket purchased was a non-refundable ticket Any changes made to a non-refundable ticket requires an applicable change fee plus any additional fare if applicableA change in how the ticket is routed is a change to the ticket; this ticket carries a $change fee per person for any changesUnderstandably, with air travel so expansive and the number of travelers each hour traveling all major airlines rely on automated systems to track customer reservationsIf you do not show up for your return out of Madison, the computer will assume you are a No Show for your overall flight and do not then need your Chicago to Los Angeles ticket as well and automatically cancel itFares are structured differently based upon many factors, in particular routing It is sometimes less expensive to purchase a connection flight, than it is to purchase a non-stop flight The connecting flights are bundled deal (to use modern language) To try to drop off either of the connections breaks the rules(criteria) of the fareOur website advises the fare rules at the time of booking and prompts the passenger to read and acknowledge the understanding of the fare rules by selecting the “I accept” button on the information screen This must be acknowledged prior to continuing through the booking processThe change fee information is provided at time of booking and would be included in your E-ticket invoiceI hope I have explained this in a understandable mannerIf you wish to make a change to the ticket I will be happy to compromise and document to waive the $change fee per person; however, any additional fare will apply at the current fare for what the ticket would sell for at the day of the change It may be a good idea to reprice any wanted change after your flight today, October 16, as once the outbound flight is flown, you may be able to get a better price for the one-way returnThank you again for contacting us and I hope this information was helpful We appreciate your choosing United Airlines and look forward to welcoming you onboard for your return Best regards, Suzanne [redacted] United Airlines Corporate Customer Care

Dear Ms [redacted] : I have received your communication via the Revdex.com( Revdex.com) Please know in reviewing this request, I do note this ticket was refunded on August 12, 2015, to the credit card ending # ***This is refund file: [redacted] At this time no additional refund is dueYou may wish to check with the issuing credit card company if this was received My apology for any confusion Regards, [redacted] Corporate Customer Care Case

Dear Ms [redacted] : The Revdex.com has forwarded your correspondence to my attention Your email clearly expresses your disappointment and I would like to extend my sincere apology for any negative impression that may have been created We usually only handle post travel issues Please allow me to research this matter further I will contact you directly when I receive more information We appreciate your business and hope to be able to serve your travel needs in the future Regards, [redacted] Coporate Customer CareCase [redacted]

Dear Mr***: This reply from United Airlines is in response to your letter to the Revdex.comWe apologize for any frustration regarding a waiver for your travel home from Chicago to JacksonvilleIf you prefer a refund over rescheduling, we need your party’s ticket numbers and will be glad to request a fare refundI look forward to hearing from you at your earliest convenience Regards, [redacted] Corporate Customer CareCase: [redacted]

Dear Mr. ***:Mr. [redacted] has already contacted us earlier regarding this issue, and I have responded to him. I am including a copy of my response to Mr. [redacted] below. Please know that Customer Care cannot assist with current or future reservations. Therefore I had advised Mr. [redacted] to contact our Reservation Office for assistance with his new booking. Regards,Gisela ***Corporate Customer CareCase ID 10579713Copy of my response to Mr. [redacted] which was sent on July 6, 2016:Dear Mr. ***:I understand that you have a round trip ticket, however, you arrived in the United States on July 31, 2015, and your ticket allowed a maximum stay of three months. As you were staying over the allowed three months, your original ticket has to be recalculated to a fare which would have allowed a maximum stay of one year. Our records show that you contacted our Reservation Office and the agent did advise you that there is a change fee as well as an increase in fare to travel in July of 2016. Our agent also stated that it might be more cost efficient to purchase a new one way ticket and forfeit your original ticket. Currently, your original reservation still reflects your original return date of October 30, 2015. Please contact our Reservation Office for assistance with your new booking. I regret we are unable to extend your original ticket. Please know that your business and goodwill are never taken for granted, and we will continue to work hard to earn your support. We appreciate your email and look forward to welcoming you on board again soonRegards, Gisela ***Customer Care Case ID 10578691

Dear Mr***: Thank you for contacting United Airlines Regrettably, your name is no where in Mr [redacted] reservation, therefore, because of privacy laws, the issue with his ticket cannot be discussed with you He will need to contact United Airlines directlySincerely, [redacted] Corporate Customer CareCase ID [redacted]

Dear Ms [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns Our records reflect that United Refunds has corresponded with you via email and explained that an audit of their refund system revealed a duplicate payment was made to you in error As such, a reversal of the duplicate refund was completed I hope this information helps to explain the matterThank you for your support as a MileagePlus member, Ms [redacted] We look forward to continue serving your travel needsSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case

February 15, 2016Dear Ms [redacted] :I am responding to a correspondence received from the Revdex.com on behalf of my colleague, Ms [redacted] who is currently out of the office.Your e-mail in which you express your dissatisfaction with our previous response has been forwarded to my attentionYour follis greatly appreciated and once again, on behalf of United, we regret your continued disappointment We ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures.Direct customer feedback about our products and services is so important in helping us to improve We are sensitive to your concerns and your report of unsatisfactory serviceYou tell us about an Inflight Crew employee's less than courteous performanceIt is our intent to employ persons that have the qualities to provide excellent customer service, even when under stress or time pressurePlease know that we appreciate your constructive comments, which have been forwarded to the appropriate manager for internal review and handling with the employeePlease know we take your concerns very seriouslyI can assure you that the matter you referenced was fully reviewed and addressed appropriatelyBy reviewing the situation with the management and employee involved, we are taking action to improve service qualityI trust you understand United considers all disciplinary measures between employee and manager to be confidentialMs [redacted] , please know that your business is important to usWe hope you will give us another opportunity to meet your future travel needsSincerely,MrsElizabeth [redacted] Corporate Customer CareUnited AirlinesUAL: 10026385Revdex.com:

Hello, we have responded to the customer with an apology, soft education about the wheelchair assistance and gate pass, and issued a goodwill compensationThanks, Tatricia ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that although this resolution is not satisfactory to me, I do not want to waste more time on UnitedJust avoid taking United in my left life Sincerely, [redacted] **