United Airlines

Dear Mr***: I am sorry your bag was damaged and that you were downgraded from your first class seat Please accept my apologyYou should always have a positive experience with UnitedFrom what I read in your email, we have room to improveI'm going to send on your feedback to help us improve the way we provide exceptional customer service, with dignity, respect and professionalism on your next flightOnce again, I'm sorry for any inconvenience As a way to say we're sorry, I'm sending you an Electronic Travel Certificate, which will arrive via email in a few daysWe hope this gives you a future opportunity to receive the service you deserve I appreciate your business and loyaltyWe look forward to a future opportunity to provide the service you deserve on United Regards, Cindy *** Corporate Customer Care Tell us why here

December 30, Dear Ms***: I am responding to a correspondence addressed to United Airlines by the Revdex.comI regret you were disappointed when your refund request was denied Ticket coupons must be used in the order in which they are issuedAlso, customers must
cancel their reservation prior to the departure of the flightFailure to adhere to either of these ticketing rules will result in the ticket losing value If your ticket allows changes, you have one full year from the date the original ticket was issued to reschedule your travel plans without losing that ticket's valueChange fees and any applicable difference in fare will apply to the new itineraryTickets must be reissued within one year of the date the original ticket was issued Our past date records indicate that you were charged correctly; your original ticket, *** was issued on January 31, for $which was exchanged for ticket *** for your May 13, itineraryThis trip was cancelled and then on December 06, you exchanged this ticket for ticket number *** for your December 10, itinerary which included a $change fee We collaborate with a number of reputable companies to provide our customers with the opportunity to book travel services on our website, aside from the air travel that United Airlines provides and is responsible forThose other travel services are provided by companies that are unrelated to United AirlinesWhile we are very selective in the companies that we select to provide those other travel services, those companies are fully responsible to the customer in accordance with their terms and conditions of serviceUnited Airlines is not involved in any aspect of your transaction with *** Travel except in making available to you a convenient means on our website for you to purchase those servicesAs such, we respectfully suggest that you contact *** Travel directly to register your complaint and seek a resolutionThank you for allowing me the opportunity to apologize and register your complaint for future improvementMs*** as a MileagePlus member, we appreciate your business and supportWe look forward to welcoming you on board a future United Airlines flight Regards, Mrs*** *** Corporate Customer Care United Airlines UAL: ***

Dear Ms* ***: Thank you for the concerns that you’ve expressed via the Revdex.comWe are committed to providing excellent customer service and will make every effort to address your concernsTo facilitate our research, kindly reply to this e-mail with the information
below and a brief summary of your request. Passenger name (s): Frequent flyer number (if available): Flight Number: Flight Date: Confirmation or Ticket Numbers: Origin: Destination: We appreciate your business and look forward to welcoming you on board a future United Airlines flightBest regards, *** *** Corporate Customer Care ***

Complaint: ***
I am rejecting this response because:United has not taken responsibility for failure to deliver committed services - United still has not taken responsibility for the failed delivery of committed servicesUsing "as a courtesy" as an excuse makes no senseI appreciate the courtesy of the offer, which I acceptedBut to tell me that absolves you of responsibility from doing what your dept communicated is unacceptable, illogical and irresponsibleIf United is working with a 3rd party, that's not my problem, that's United's problem. I still have no ETA for a resolution - It's clear that United still don't know what's going on and is an indication of a systemic issue in the United customer service cultureHave the common sense to find out the current status of an unresolved issue before responding--e.gsee point #My wife called yesterday and was told that the bag would be returned back to us, here in Hamburg, GermanyHowever, there has been no ETA provided nor does it seem clear how we can check the status short of spending 20-30min on the phone each time--this is unacceptableApologize, Acknowledge and resolve United's failed customer communication - IF an international contact number was a problem, THEN require a local number OR train staff on how to dial international numbersIF delivery was not possible, THEN I should have been notified rather than spend my time waiting and then calling in again to check on the statusI spent over hours on the phone trying to get this figured outIF I would have been notified that delivery was no longer an option, THEN I would've managed to get back to the airport to pickup my bag and I would've been happy with that, because the expectation would have been clearly setInstead, I was told to wait, and waited and nothing happenedTHEN, when I called back, I was told that this was all MY FAULT--areyoukiddingme??? I have rarely felt so insultedThe same insult was communicated to my wife by the United service staff in her call
Sincerely,
Derek ***

Dear Mr**: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concern involving your and your daughter’s travel experience on July 3, 2016, with our United Express partner Republic AirlinesIn
order to try to maintain an on-time schedule for all of our customers, our airport staff will release any unclaimed pre-assigned seats minutes before the flights scheduled departure time (minutes for international)Seats will be released for customers who are not present at the gate. For this reason, it is important that our passengers ensure they are at the gate ready to board at least minutes prior to the flight's scheduled departure time. The following information is detailed on your Eticket confirmation receipt: “Boarding Requirement - Passengers must be prepared to board at the departure gate with their boarding pass at least minutes prior to scheduled departureFailure to meet the Boarding Requirements may result in cancellation of reservations, denied boarding, removal of checked baggage from the aircraft and loss of eligibility for denied boarding compensation.” In your case, our Reservations representative did provide alternate flight arrangements for you and *** on the next available United flight. We aim to provide excellent service to all of our customers, and we hope you understand our policy is intended to help fulfill this objective. We do appreciate your letting us know about the manner in which the gate agent addressed you. Our Newark Customer Service management will truly benefit from your comments. Thank you for your support as a Premier Silver MileagePlus member, Mr**. We look forward to continue serving your and your family’s travel needsSincerely, Suzanne *** Corporate Customer CareUnited Airlines Case ID ***Tell us why here

Dear Mr***: Thank you for contacting us. I am sorry to learn about what happened when using FarelockOur intention is to make information easily accessible. Farelock is in place to secure the fare and complete the purchase at a later time Farelock cannot be changed,
so therefore you must utilize the same Credit Card Your comments are important to United and will be useful in our ongoing efforts to make your experience online as streamlined and as simple as possible. Unfortunately, we are unable to reimburse for overdraft fees. As a gesture of our concern, I have authorized a $electronic travel certificate You will receive within 24-hoursThank you for providing the feedback of your experience with united.com. Kind regards,LaRece ***Corporate Customer Care

March 14, Dear Mr***: The Revdex.com has forwarded your correspondence to our attention We apologize for any confusion surrounding our unaccompanied minor travel policyOur policy was changed, effective for tickets purchased on/after December 14,
The ticket in question was purchased on February 18, Children between the ages of and traveling alone are considered unaccompanied minors and are subject to certain restrictionsUnaccompanied minors can only travel on nonstop flights operated by United or United Express These changes were made to provide more peace of mind for our young travelers’ parents and guardiansThis information is published on our website, united.comThe fee for unaccompanied minors is payable either making the reservation, or at the airport prior to travel Our records indicate that when you expressed your surprise with the changes to our policy, our representative made an exception and allowed an even exchange for the purchased non-refundable ticketWhile we understand your disappointment in the changes to our policy, we are unable to honor your request of any compensation We appreciate your business as a MileagePlus member and hope to see you aboard a future United Airlines flight Regards, Judith *** Corporate Customer Care Case ***

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize for the baggage delay you experienced. 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 they already provided you with an electronic travel certificate as a goodwill gesture for the baggage delay. Additionally, a check in the amount of$was provided to you, as well, for the out-of-pocket expenses you incurred as a result of the baggage delayPlease understand United does not issue ticket refunds in any situation where transportation has been provided, as was the case. While I realize the goodwill gesture you received from the Baggage Resolution Service Center was not what you had anticipated, I do hope you will utilize the travel certificate to help offset the cost of a future ticket purchase with United. Thank you for your support as a MileagePlus member, Ms***. We look forward to providing you with a more positive travel experienceSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID *** Tell us why here

Complaint: 11015729I am rejecting this response because:Hi ElizabethThank you for your replyI had previously reviewed at UA website all of the points mentioned in your reply I had written the previous complaint but entered David's information since he was the one that received email notification that Jakob's flight schedule had been changedThe $credit received was compensation for the inconvenience of Jakob's flight being rescheduled NOT any of the other issues he experienced: flight cancellation, overnight stay in the San Francisco Airport, delayed baggage, and hours on the telephone to speak to a supervising representative My complaint to the Revdex.com was for the later issues not the schedule changeI had complained to customer feedback about schedule change before Jakob's flight home Therefore you have not addressed or acknowledged all of the concerns and issues we experienced with United AirlinesJakob was left in the San Francisco Airport over night UA did not even offer food vouchers for while he was waiting or compensate him in any way for being left over night in the airport When my husband David and I called United on the 28th we spent hours on the phone waiting to speak to a supervisor to only be hung up on three timesUnited Airlines then delayed his baggageI am very disappointed with UA's business practicesI would appreciate a reply that addresses the issues in complaint to Revdex.com
Sincerely,
Jennifer ***

Dear Mr***:I am responding to your complaint filed with the Revdex.com, #***.I'm very sorry your seat assignments were different from what you originally bookedI can understand how getting your choice is very important It wasn't our intention to upset you with the
changeWhile we do our best to work with everyone's preferences, we're unable to guarantee seat assignments as our operation continually changesWe're listening to our passengers more than ever and will continue to work hard to be your airline of choice. I hope your next trip goes smootherOnce again, I'm sorry for any confusion with your seats As a way to apologize for the misunderstanding, I am sending you an Electronic Travel Certificate valued at the same amount as the San Francisco to Tampa Bay segmentIt will arrive in a separate email within a few days We appreciate you sharing your experience and your feedbackWe consider it a valuable resource in identifying areas that most need our attention so that we can continuously make improvements in these areas. On behalf of United, we greatly value your business and Premier 1K loyalty, and we look forward to welcoming you aboard soon. Kind regards, Sarah ***Corporate Customer CareCase ***

Dear Ms***:
I am responding to your complaint filed with the Revdex.com
On behalf of United Airlines, I want to apologize for the inconvenience you experienced as a result of the delay of flight,
Please understand that we do work hard to minimize flight
problemsOur goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priorityFlight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a resultUnfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis
While we regret the inconvenience you experienced due to flight delay, we are often unable to provide compensation for flight delays less than four hours
However, as a goodwill gesture I will add 5,bonus miles to each of your Mileage Plus accounts as an exception
It is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not met
We are always glad to hear from our Mileage Plus members, appreciate your business and look forward to welcoming you on board your next United Airlines
Regards,
Sonya *** Corporate Customer Care
Case:

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

Dear Mr***: The Revdex.com has forwarded your response to my attentionWe regret you are unhappy with our responseAs stated in our previous reply, we do not offer reimbursement of additional expensesThis may be considered in certain circumstances if a refund of the travel had not already been providedWe would not offer reimbursement of alternate transportation in addition to a refund of the travel segmentThis would be double reimbursementA thorough review of your file indicates it was processed correctlyA refund of travel not taken on United Airlines was provided and a $travel certificate was issued as goodwillWe appreciate your understandingRegards, Judith *** Corporate Customer Care Case

Dear Mr***I am responding to further correspondence received from the Revdex.com.We regret you are unhappy with our response.You asked us to reexamine your case, and we have done soAll things considered, we do support our earlier decisionOur checked baggage information regarding fees for excess and overweight luggage is clearly defined on our published web site, united.comRegrettably, due to the nature of the charge; bags must be viewed at the airport as either an excess amount or weighed to determine overage, our airport representatives are responsible for following these published guidelinesYou were charged in accordance with our published guidelines.Thank you for your understandingWe at United wish you the best and hope to someday regain your confidenceShould you give us another opportunity; we will work hard to provide the quality service you expect and deserve.Regards,*** ***Corporate Customer CareCase ***

Dear Mr***: I'm very sorry to read about your flight delay which caused you to spend the night in Houston We know your time is valuable and never intended for this to happenWe want to be your airline of choice, and get you to your destination on-time, but I can tell from your
comments we have some work to doI can only imagine your disappointment I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriouslyIt was especially helpful that you were able to supply such a detailed descriptionPlease be assured your comments have been documented in a report for senior management I regret you are not happy with the resolution given by our customer care department; I am sorry we cannot offer a refund of your tickets as they have been used and transportation has been provided With that said, I will extend a $electronic travel certificate to the other members of your traveling party, which will arrive in a few days I do understand the value of your decision to fly with us and assure you we will make every effort to leave you with a better impression when we again have the privilege of serving youI ask that you accept my apology and allow us that opportunity Regards, Cindy *** Corporate Customer Care ***

Dear Mr***: I am responding to your complaint filed with the Revdex.com. I'm sorry the inflight entertainment wasn't working properly on your December flight I understand the disappointment since you wanted to enjoy the flight and relaxI'll send a report to
our maintenance team to ensure this was repairedAlso, I'm sending you a $electronic travel certificate, which should arrive via email in the next few business daysWe always want to make sure all inflight entertainment is operable before we take-off, but sometimes we find out after we’ve left In addition, I am sorry to learn you experienced a problem submitting your complaint via our websiteWe received it; however, since we are responding via the Revdex.com, this is the only response you will receive. I hope your next United flight is more enjoyableAs a valued MileagePlus member, you deserve it Regards, Dayna ***Corporate Customer CareCase Id: ***

Dear Mr***:I am responding to the concern you forwarded to the Revdex.com. I am sorry to hear your MileagePlus account was not credited with the miles for the two recent purchases you made on the MileagePlus Mall and I understand your frustration. I have forwarded your
feedback for further review in order to resolve this problem as soon as possible. I have deposited 5,goodwill miles into your account which should be posted in a few days. This will cover the missing miles as well as additional goodwill miles for the overall negative experience.Thank you for being a MileagePlus member with us and I hope you have a nice day.Regards, Susan ***Corporate Customer CareCase: ***

Revdex.com: Thank you so much! Im so happy I cant even express my gratitude thank you thank you thank you!! God bless you!!!
I have reviewed the response made by the business in reference to complaint ID 11711237, and find that this resolution is satisfactory to me
Sincerely,
John ***

Dear MrsAmy R ***: I'm responding to a complaint submitted to us from the Revdex.comI appreciate you took time to share your thoughts about our services and your recent experience with our refund processing. 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 choice. that said-our records indicates your refund checks were processed May 9, which will be mail to your address with business days. I apologize for any inconvenience. On behalf of our United family, we look forward to welcoming you aboard your next flight. Regards, LeMarkus ***Corporate Customer CareCase: ***

Dear Mr***: I'm sorry your flight didn't reflect the service you deserved From reading your email, we let you downI'll make sure to pass your feedback on so we can improve In review of your reservation the package for your economy plus seat and baggage fee these fees
were just for one wayHowever as a gesture of goodwill I have refunded the $and $economy plus fees back to your credit cardI am unable to refund the $dollar fee as this is the Mexico departure tax Thank you for your business and loyaltyWe look forward to serving you on your next United flight Regards, Cindy *** Corporate Customer Care *** Tell us why here