United Airlines

Complaint: [redacted] I am rejecting this response because:I spoke with the customer relationshipThey cannot reopen either accountI request that united credits my miles back Sincerely, [redacted] ***

Dear MrMichael [redacted] :I'm responding to a complaint forwarded to us from the Revdex.comI'm very sorry to hear of your lost Please review the following information in order to resolve the issue with a refund of the tickets outlined in your complaint and to fax or mail the death certificate*Contact Refund Services*If you are unable to submit your request using our refund form, or if you need to send additional documentation and can’t do so electronically, you can contact our Refund Services team using one of the methods belowPlease be sure to include, your United ticket number, your flight information and your contact information, and note the nature of your request.Fax:1-872-825-9364Address:United Airlines Customer Refund Services P.OBox 4607, DeptNHCRF Houston, TX 77253-Thank you for your businessRegards, LeMarkus ***Corporate Customer CareCase: Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 18, 2015 Dear Ms. [redacted] : We are sorry to hear of your complaint filed with the RevDex.com regarding your reservation for travel from Chicago to Norfolk on our United Express partner, [redacted] Airlines. We regret to... learn that the reservation, which was made via an online booking service Orbitz, was accidentally made in your name instead of your mother's name. We have taken the liberty to contact our Customer Refund Service department. They have informed us that your refund request remains open as it is currently awaiting review by a Customer Refund Service Representative. Once your email correspondence is reviewed and concluded, they will notify you via email. Meanwhile, your patience in waiting for their response is very much appreciated. Ms. [redacted] , as a MileagePlus member we sincerely appreciate you and your mother's business. We look forward to welcoming your mother on board her upcoming trip. Sincerely, [redacted] United Airlines Corporate Customer Care Ref # XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today the refund department advised they can't refund the ticket. Again, it was identified at 36h after purchase the name on the ticket was incorrect. Had it been identified within 24h it would've been refunded. As someone who books travel for 5 people, not seeing the area to upset traveler on a mobile phone was a simple mistake & should be refunded. At this point they expect a long time customer to use the $252 towards a future travel, pay the difference puls the change fee approximately $200. That is rediculous! I can get another one way flight for $1XX-XXX where as what they're asking would cost me a minimum of $452 for a rescheduled flight that was never to be under my name. That is not acceptable as a customer for over 16years. Final Business Response / [redacted] (4000, 9, 2015/08/26) */ August 26, 2015 Dear Ms. [redacted] : We are sorry for your continued disappointment considering you have submitted an additional correspondence to the RevDex.com. Your dissatisfaction with the terms and conditions of your non-refundable ticket is understood considering you noted your refund request was denied. After reviewing your situation, we have decided to make an exception to our policy. Therefore, we have authorized to waive the change fee on your ticket number XXXXXXXXXXXXXX and allow you to use the full value of your ticket towards a new same name ticket purchase. However, if the new fare is higher you would be subject to pay the difference. As a United ticket is valid one year from the date of issue, it must be exchanged within this one year validity period. When you are ready to make new travel arrangements we would need to respectfully refer you to contact one of our Reservation Specialists at 800-UNITED-X (X-XXX-XXX-XXXX) and provide your ticket number XXXXXXXXXXXXXX and confirmation number [redacted] . Ms. [redacted] , we appreciate you bringing your concerns to our attention and for choosing United for your travels. Sincerely, [redacted] United Airlines Corporate Customer Care Ref # XXXXXXX

Dear Mr [redacted] :Thank you for contacting United Customer Care againI'm responding to a complaint forwarded to United Airlines from the Revdex.com After further review, we again found that United Airlines complied with all of the applicable regulations per our contract of Carriage at the time of your flight We are sorry you were dissatisfied with our response and goodwill gesture We have reviewed your request and support our colleague's original correspondence While no further consideration for a refund or compensation will be forthcoming, please know your feedback and comments are appreciated Our gesture was meant to address this issue uniformly and fairly for all our passengers We believe that the compensation we offer is fair and reasonable and in line with the service you experiencedOur intentions are to offer you a balance of valuable options that are easy to redeem While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel We hope you accept it in the spirit in which it was given and that we can move on in our business relationship.I apologize for the inconvenience you experienced as a result of irregular operations Our schedules can be affected by inclement weather, industry regulations and air traffic We generally do not compensate for situations beyond our control; however, we can certainly improve the way we respond in such an event I'm very sorry if you misunderstood the information given to you in reference to this incident There were no promise or instructions given to you that any out of pocket reimbursements would be approved or authorized Regardless, we’re always glad to hear from our MileagePlus members and thank you for your time and patience regarding this matterRegards, LeMarkus ***Corporate Customer Care ManagerCase: [redacted]

Dear Ms [redacted] : I am sorry you for the miscommunication, however the terms and conditions were provided online prior to the purchase of the ticket as well as the email receipt states fee for changes I am sorry we are not able to leave you with a more satisfactory response in this caseKind Regards, [redacted] Corporate Customer CareCase ID [redacted]

Dear Ms [redacted] : I am responding to your follcommunication to the Revdex.com regarding your January 7, travel The check for the $was processed yesterday so you should be receiving it within the next 7-business daysIt was made out to Emily [redacted] and sent to the correct home addressI apologize for the oversight We appreciate your business and welcome the opportunity to provide better service for you the next time you fly with United Kindest Regards, Laura [redacted] Corporate Customer Care Case [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 We regret your disappointment with the expiration of your 57,MileagePlus miles which expired on August 1, The rules of the MileagePlus program do stipulate that “any member who fails at any time to engage in account activity for a period of eighteen (18) consecutive months is subject to termination of such member's membership and/or forfeiture of all accrued mileage as of the last day of the 18th month Activity includes (without limitation) earning flight miles on United or earning or redeeming miles with a MileagePlus partner (as defined in Rule 12), redeeming miles for award travel, buying miles or transferring miles.” The rules of the MileagePlus program are detailed on United’s website, and we are sorry to learn you were not familiar with the terms and conditions of the Program We want our members to actively enjoy the MileagePlus program so we have made it easy for our MileagePlus members to keep their miles active As long as you earn or use MileagePlus award miles at least once every months, your miles will not expire We kindly ask that you review your records to see if you have any type of qualifying activity such as a car rental or a flight which did not post to your MileagePlus account within the last twelve months If so, then please call MileagePlus at [redacted] Our MileagePlus specialist will review your information to determine if your expired miles will be eligible for automatic reinstatement Or you have the option to reinstate your expired MileagePlus miles for a fee We have provided the URL for your convenience which contains the terms and conditions of this online offer: https://buymiles.mileageplus.com/united/index_en.html And select “Reinstate expired miles.” If you are interested in buying back your miles, please be sure to call MileagePlus or go online and follow the required steps Thank you for allowing us to provide assistance We do hope this information is helpful and that you will be able to benefit from the Reinstatement Miles offer if you do not have any flights which were not automatically credited to your MileagePlus account, Mr [redacted] Sincerely, [redacted] Corporate Customer Care [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 I am going to use the $ETC for multiple tickets in the futureThanks Sincerely, Hamid [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, [redacted] ***- [redacted] The flight from Grand Junction to Denver was [redacted] from Denver to Cleveland, oh *** The tag number is [redacted] , file number CLE [redacted] I am unable to get anyone to talk to me the size that was entered for the bag was incorrect the bag is a large canvas bag with "OHIO EDISON" embroidered on the right side The bag had a green tag with [redacted] and [redacted] Ski Club We have been going through this for over days please just give us our stuff back

Complaint: I am rejecting this response because: they canceled this early contrary to their terms & conditions and a confirmation emaili will take a credit to the card used to purchase this misleading fare locki have no intention of using united Sincerely, Kelly ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution, while not remotely satisfactory, is something I am willing to let go of, as it is clear that they continue to be unwilling to help resolve the issue.The customer service department of United Airlines is atrocious and I will no longer fly with themIt is ridiculous, and should be ILLEGAL, for a customer to be required to chase down a refund! The process needs to be changed, however this issue is no longer worth the time it has costI do appreciate the Revdex.coms help in this matter Sincerely, [redacted]

Dear Mrs. Moltazama [redacted] I sincerely apologize that your bag was lost and the communication between yourself and United Airlines Baggage Resolution. I do see that there was a case that was opened and then closed in Janaury 2017. There was another case open and is still showing as... open and was forward to claims.I have reached out to our Baggage Resolution office and requested that you be contacted by telephone within 7 business days. I certainly understand your frustration and disappointment and I regret that you had to contact BRC several times concerning this case.I have filed your complaint and please know it is never our intent to disservice any passenger that travels with United Airlines. As a goodwill gesture, I have authorized a travel certificate for you. The certificate will be sent to your email address within 24-48 hours. The certificate is valid one year from the date of issue. This certificate is again a goodwill gesture due to your lost bag.United Airlines does appreciate your business and we look forward to serving you and your family on your next United flight. Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

August 4, 2017 Dear Ms. [redacted] : I am responding to a correspondence received from the RevDex.com. First and 1816 from Chicago, IL (O’Hare-ORD) to New York/Newark, NJ airport. We didn't deliver the comfortable travel experience we're committed to providing. Please accept my sincerest... apologies for not meeting your expectations or our goals. To apologize for your inconvenience and to regain your trust, I'm sending you a $100.00 Electronic Travel Certificate that will arrive separately within the next five business days. I hope you will give us a chance to give you a more positive travel experience. On another note, when a customer reports a service failure we take your concerns seriously. We know our staff has the training and ability to do a far better job than your comments indicate and I apologize for your experience. It is our intent to employ people that have the qualities to provide excellent customer service at all times. Your comments have been forwarded to the appropriate airport management team at the Chicago, IL (O’Hare-ORD) airport for review. Thank you for the opportunity to apologize and register your complaint for future improvements. Ms. [redacted] , I appreciate you chose United for your travel and I truly hope your next trip delivers the seamless customer experience you deserve. Regards, Mrs. Elizabeth [redacted] Corporate Customer Care United Airlines BBB: Complaint ID: [redacted] UAL: [redacted]

Dear Ms [redacted] : Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created Your frustration is certainly understandableWe take this opportunity to learn from what happened to fix our broken processes I see a party of leaving tomorrow for SFO/CUN with the tickets bought through [redacted] Are you trying to purchase a 4th ticket using miles, or refund one of the tickets so you can purchase using miles? Either way please be advised you need to contact reservations so they can check for award availabilityThis is a simple process, but availability for award tickets changes by the minuteMaybe when you originally called it was open, and you called back it was not We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs Ana [redacted] Corporate Customer Care [redacted]

Complaint: I am rejecting this response because: United Mileage Plus is the party responsible to provide the certificate codesIn their response they intend to contact Restaurant.com but this 3rd party does not provide the codesONLY UNITED MILEAGE PLUS can provide the codes as part of the purchase of these certificates Sincerely, Marietta [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11720671, and find that this resolution is satisfactory to me Please let them know that my airline ticket number is [redacted] where they should see the details of what was charged to meIt should also say that I am supposed to have free checked bagThat is the reason why the fee was not valid.Also, can you please have them send me a check instead of reversing it to my credit card? Sincerely, Edgar Vincent [redacted]

Dear Ms***:Please accept our sincerest apologies for being charged a bag fee in error by our Customer Service Representatives at the Austin, Texas airportUnited's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time serviceWe are truly sorry we did not live up to that expectationWe understand your disappointment and take your concerns very seriouslyIn an ongoing effort to make service improvements your concerns have been documented; we are committed to providing you a positive travel experience.It is never our intent to inconvenience our passengers, and I am very sorry your expectations were not metWe will be sending an Electronic Travel Certificate in a separate email as a gesture of our concern and to offset the bag fee you were charged in error.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support We look forward to serving you and your family again soon.Regards, James [redacted] Corporate Customer CareRevdex.comcase#11154804ezCare [redacted]

October 11, Dear Mr [redacted] : The Revdex.com has sent your correspondence to our attention for reviewI'm sorry you were inconvenienced when your flight departing Pensacola was cancelled without notification Unfortunately, Hurricane Harvey caused cancellations and quite a bit of disruption due to heavy rain and windsI've passed along your feedback, as that will help us work harder and provide better recovery, while keeping safety our top priorityI apologize we couldn't get you to your destination on-time and understand your time is valuableWhile I understand your disappointment, we are unable to honor your request of a ticket purchased on another carrierWhen a situation like this occurs, our representatives will protect you on the first available flight to your destination and I'm sorry this was not as soon as you had hopedWe have, however, refunded the complete price of your United ticket I can't change what happened, but in apology, you'll be receiving an Electronic Travel Certificate to use on a future United or United Express flightIt'll arrive in a separate email within the next few business days We truly appreciate your business and look forward to welcoming you back on board another United flightKind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr***:Thank you for the information that I have requested I have authorized a refund for you for the outbound economy plus seats that you purchased due to the issue you had while checking in for your flight from San Francisco to London Your refund request ID's are [redacted] $and $ Your refund will be processed **ck to your original form of payment Please allow up to business days for the refund to be completely processed.Regards,Sheila [redacted] Corporate Customer CareCase

Mr [redacted] - [redacted] sent another correspondence with the Revdex.com about the same issue, which I responded to yesterdayPlease refer to Revdex.com complaint [redacted] Below is a copy of my response:sarah[redacted] - Thu Aug 14:29:CDTDear Mr [redacted] - [redacted] :I am responding to the correspondence addressed to the Revdex.com regarding your August travel.I'm sorry we weren't able to check you in for your flight on time, even though you arrived early to the airportI understand your frustration when you missed your flight and were reroutedI'll pass along your feedback so we can review our staffing to make sure we have sufficient personnel ready to check in our passengers I'm sorry for the inconvenience and the impact it had on your business dinner.I can imagine the discomfort you experienced with the disruptions, inoperable Wi-Fi, and cold cabin conditions on your flight with us Our goal is to make your flight as enjoyable as possible and I'm sorry we let you down.I understand you contacted our Baggage Resolution Center (###-###-####) regarding the damage to your ***The representative advised you to visit the airport within days to have our Baggage Team make a determinationThe report was taken on August 13, so you must go to the airport by August Computer hardware/software and electronic components/equipment are excluded from liability in checked baggageI submitted a refund request for your $baggage feeYour reference number is [redacted] United Refunds will contact you via email once the refund is completedPlease allow up to business days for processingIf you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx As a way to apologize for your inconvenience, I am sending you an Electronic Travel Certificate, which will arrive in a separate email within a few daysWe hope it will give us a future oppotunity to provide you with a more positive customer experience.I appreciate you chose United for your travel; we hope to have the privilege of welcoming you back in the futureKind regards,Sarah [redacted] Corporate Customer CareCase [redacted]