United Airlines

Complaint: ***
I am rejecting this response because:
I missed my flight in Houston, and if didn't object to the ticketing agents actions I would have also lost my flight from El Salvadorthe treatment I was given was unacceptable, I am looking forward to some type of compensation due to the nature of my experience with united.
Sincerely,
*** ***

Dear Mr***, It is disappointing to hear that you rejected my response due to the unknown amount of the mileage deposit. Our records indicate that the goodwill miles have been deposited into your account. The amount of the deposit was based on our guidelines for your experience. We hope that you will accept this mileage deposit in the spirit intended Mr***, we trust your future travels on United will earn a measurably improved report Kind regards, Dana *** Corporate Customer Care Case ***

July 19,
Dear Mr***:
The additional comments you provided by means of the Revdex.com (Revdex.com) have been forwarded to my attention for correspondence response
We appreciate the time you have taken to contact us again, and on behalf of United, I regret to learn of your continued disappointment with our Basic Economy policy and baggage feesWe 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
I'm sorry you weren't satisfied with my responseMy offering was a way of apologizing for the confusion, and for any possible miscommunicationI hope you'll be able to use the compensation to give us another chance to show we appreciate youThe amount of the certificate was based on the letter you submitted to the Revdex.comRegrettably, as mentioned in my previous correspondence baggage fees are non-refundableI'll include the additional comments to your fileThis feedback helps us get there
You can always use the Electronic Travel Certificate as a discount on a new ticket for yourself, a family member, or a friendJust give them the promotion code and PIN that's on the face of the coupon as its non-transferrableIf you need more information, additional details were included with the certificate
Mr***, we appreciate that you chose United for your travel and hope your next trip with us will deliver the experience you deserve
Regards,
MrsElizabeth ***
Corporate Customer Care
United Airlines
UAL ID: ***
Revdex.com ID: ***

Dear Ms***: I am sorry for your loss; please accept my condolences on behalf of United AirlinesWe are unable to divert funds when processing a refund. The refund must go back to the original form of paymentOur records show the ticket price of $for your ticket was refunded
to credit card--If a credit card is closed, the funds will remain with bank, if the funds are not collected, the bank will mail a check to the address on file. As your situation is unique, I am not sure what the bank’s protocol is in this matterI apologize we are not able to alter our payment protocol; we appreciate your understanding and your membership as a MileagePlus memberSincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Mr***: I am responding to your latest communication sent through the Revdex.com I regret you are disappointed with Customer Care MrsJudy ***, and Supervisor MrsDebra ***, from our Baggage DepartmentI have contacted Mrs***, and she has confirmed you have replied to her email below, stating your disappointment with her replyWhile I understand your disappointment, we support our Baggage Department decision to decline your baggage claim, as the items claimed as damaged are not covered under our Contract of CarriageYou can once more review the exclusionary items link: https://www.united.com/web/en-US/content/travel/baggage/fragile.aspx We appreciate this opportunity to respond and look forward to serving you Regards, Lilia *** Customer Care Manager

Dear Mr***:I am responding to the complaint you filed with the Revdex.com, reference number ***.I am so sorry that there were missing items from your bagI can only imagine how disappointing this was for you and sincerely regret the poor experienceI have just looked into
you claim that you filed with the Baggage Resolution Center and your reimbursement for your missing cologne is in the process of being approved and sent to your addressI apologize for the delay.We appreciate that you chose United for your travel and look forward to welcoming you on board your next flight. Kind regards,Sarah ***Corporate Customer CareCase ***

Dear Mrs***: We are sorry for the inconvenience you and your family experiencedOur goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination We do not reimburse consequential expenses such as pre-paid arrangements at
the destination and loss of time or wages is wholly excluded from carrier liabilitySuch expenses are usually covered by separately purchased travel insurance, and we will be happy to provide a delay letter if required by your insurance carrier.Based on your comments, we have room to improve. Please be assured that we understand your concernsI would like to offer each traveler a $150 electronic travel certificate that will be emailed to you under separate cover within 3-business days I hope your next experience will earn a positive review. Your continued support is very important. We are working hard to earn your trust.Regards,Lisa ***Corporate Customer CareCase#

Dear Ms***:The RevDex.com has shared your information with United Airlines Customer Care
Department, and we apologize for any confusion you experienced when you called
to change your father’s return flight. We
understand Mr*** *** was ticketed to travel with
*** Airlines
on Flight on November 14, 2015, for his return flight, and we are pleased that
that he did complete his travel with *** AirlinesUnited is
focused on delivering great customer service, and we appreciate your letting us
know how the Reservations representative addressed your inquiry. Customer
feedback is very important to us, as it helps us shape, evaluate, and improve
the service we offer. We will benefit from your comments. Thank you for
your patronage, Ms***. We look
forward to continue serving your and your family’s travel needsSincerely,*** ***Corporate
Customer CareUnited
Airlines Case ID ***Tell us why here

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear the refund for the expenses you incurred during your bag delay on March 05, 2018 has not been processed yet. I did check with our Baggage manager today and they
stated they spoke with you on May 08, and they have the information they need at this time.As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few days.Again, I am truly sorry for the delay in processing the claimThank you for your patience on this matter and have a nice day.Regards, Susan ***Corporate Customer CareCase: ***

Dear Mr***: I've researched your inquiry and noticed there was no remaining value on your Electronic Travel CertificateAs there's no value left on the certificate, we're unable to use itI apologize for any inconvenience From reading your email, we let you downI’ll
make sure to pass your feedback on so we can improveThat’s our first stepI’m also sending you an Electronic Travel Certificate for the full amount, which will arrive via email in a few daysOnce again, I'm sorry Thank you for your business and loyaltyWe look forward to serving you on your next United flight Regards, Markeia ***Corporate Customer CareCase ID ***

Complaint:
I am rejecting this response because:the inflight transaction from my flight on February was processed today March This transaction took seventeen (17) days to processThe protocol that United has in place to timely process credit card transactions and issue receipts is completely unacceptableWas my credit card information securely stored over these past seventeen days? How am I accepted to get reimbursed for this purchase which is now past due on my expense report? How can I be assured this will not happen again?
Sincerely,
Karson ***

Dear Ms**:I have retrieved your confirmation number *** and do see the change fee that you paid. There is also documentation in the reservation showing that as a one time exception your change fee was waived when you reissued your ticket for your July 7, flights.I regret that you had
the issue you had when speaking with our reservation agents. Ms**, United Airlines does not waive any ticketing fees as the agent that you spoke with made an exception for you and it is documented in the reservation.United Airlines does appreciate your business and we look forward to serving you on July 7, 2016.Regards,*** ***Corporate Customer CareCase ***

Initial Business Response /* (1000, 5, 2015/09/29) */
September 29,
Dear Ms.***
I am responding on behalf of United Airlines to correspondence you submitted to the Revdex.com
We are committed to providing excellent customer service and will make every effort to address
your concerns
To facilitate our research, kindly reply to this e-mail with the necessary information below
Frequent flyer number (if available):
Flight Number:
Flight Date:
Ticket Number:
Thank you for your understanding
Regards,
***
Corporate Customer Care
Case XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Replying with information requested so can not accept anything until I provided this information requested below
Frequent flyer number (if available):PP
Flight Number: UA3635/UA
Flight Date: 08/20/
Ticket Number: XXXXXXXXXXXXX
Thank you for your understanding
Regards,
***
Corporate Customer Care
Case XXXXXXX
Final Business Response /* (4000, 9, 2015/10/02) */
October 2,
Dear Ms.***
The Revdex.com has forwarded your response to my attentionThank you for the requested information
A review of your travel record shows the initial flight delay resulted in a missed connectionYour e-mail conveys the inconvenience you endured as a result of our flight delay and not being able to board your connecting flight
Flights cannot always be held past scheduled departure times for connecting passengersAirport and Air Traffic Control personnel make these decisions on a case-by-case basisPilots and airport staff work hard to keep our flights landing and departing on schedule to prevent a "cascading" effect that results in delays and cancellations throughout the dayFlights are sometimes held for connecting passengers, but this is the exception and not the ruleOnce the door is closed, it is usually not opened for late-arriving customers
We understand that communication is essential, and sharing up-to-date information can help ease disappointmentPlease be assured, it is never our intention to deliberately cause you distress of any kind
Ms***, while I understand your disappointment, we are unable to reimburse you for lost time or missed events at your destinationAs a gesture of goodwill, I have sent you a $electronic travel certificate which will arrive in a separate e-mail within business days
We appreciate your business as a valued member of our MileagePlus program and look forward to welcoming you on board a future United Airlines flight
Regards,
***
Corporate Customer Care
Case***
Final Consumer Response /* (4200, 11, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased a round trip ticket $I would think I would get a voucher for at least half of my ticket price which would be $Especially after even coming back the flight was delayed as well

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. I would like the $*** card so I can use for bag check which I was told the certificate could not doI do appreciate United and hope for a great flying experience on April 27th-30thThanks so much in advance.
Sincerely,
Casimir ***

Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your reservation booked for travel on December 8, I'm sorry you're disappointed in our fees As part of the ticket's rules, there's a processing
charge for any changesApart from that fee, you may also have to pay for any price difference if the same discount isn't available or may receive a refund if the new fare is lowerIn looking at your ticket, I see you made an itinerary change from a roundtrip to a one-way ticket, paid a change fee and $in taxes was refunded back to your Visa card and 12,miles were re-deposited into your MileagePlus account for the difference in fare on your award ticketAlthough the change fee charge is accurate, I understand how it may be confusing I apologize for any misunderstanding and I'll make sure to report your feedbackWhen booking your next flight, let us know and we can research tickets with fewer restrictions We appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight Regards, Candance *** Corporate Customer Care Case: ***

Dear Mr***::I am responding to your communication submitted to the Revdex.com.I'm sorry you for the confusion about the order you placed on the MileaegPlusX appGift cards are nonrefundableAny returns, credits or exchanges of the products or services that are purchased using a gift
card from MileagePlus X will be governed by the applicable merchant's policies, terms and conditionsYou can go to the menu in the MileagePlus X app and select About MileagePlus X > Gift card notice for more information.As a MileagePlus member, we appreciate this opportunity to responded and look forward to welcoming you on board a future United Airlines flightWhile we are unaRegards,Julie ***Corporate Customer CareCase ID:***

Complaint: ***
I am rejecting this response because: The response refers to the information we received from the April telephone conversation with the CS as "misunderstanding"This is not correct Indeed, this is what the CS guy told us: "This is no cancellation feeWe will receive a full refund." Solely based on this information, we decided to cancel our ticketsIf we knew that there is a penalty for cancellation, we would have kept our tickets.Therefore, we request a full refund of the cancelled tickets
Sincerely,
Yuefei **

Complaint: ***
I am rejecting this response because: it’s a fabricated responseYou have not addressed the issue that I was charged for an errorYour response s absurd
Sincerely,
Lawanda ***

Dear Mr***:I am responding to the additional information you forwarded to the Revdex.com. I am sorry to hear you were advised the travel certificates are combinable which is not the case. As a one-time exception I have combined three of your certificates that total one
certificate for $I voided out the $certificate that was issued on March 29, 2017, and the $certificate that was issued on April 11, I have also combined three of your wife's certificates that total one certificate for $575.00. I voided out a $certificate that was issued on March 10, 2017, and a $certificate that was issued on March 16, The new certificates also include the $certificates that expiredYou will receive the new certificates via email in a few days.Thank you very much and have a nice day.Regards, Susan ***Corporate Customer CareCase: ***

March 28,
Dear Mrs***:
I am responding to a correspondence received from the Revdex.com
Direct customer feedback about our products and services is so important in helping us to improve
I regret the circumstances described in your letterFirst and foremost,
please accept my apology on behalf of United Airlines for any inconvenience you and your family experienced on March 23,
I apologize for the inconvenience you experienced when your luggage was boarded a different flight and arrived at the final destination airport and you were unable to travel because of weather related issuesI realize how difficult it must have been when you were informed you would not have access to your luggage in Denver, CO
Please be assured that United adheres to all *** *** *** ***) regulationsWe never want to separate customers from their luggageThere may be times when we need to send luggage on a different flight than the passenger due to operational or other unforeseeable circumstances
Mrs***, our corporate offices are unable to handle baggage related issues, however; on your behalf, I contacted a baggage representative from our Baggage Resolution Center in Houston, TX to check on the status of your baggagePer my communication with the baggage representative I have been advised your bags were forwarded to Colorado Springs, CO airport on board *** and the bags will be delivered to your residence
Also, the behavior you described is not reflective of our commitment to providing our customers the highest level of serviceWhen you fly with United, you expect us to take good care of you and to provide timely, efficient, and professional serviceThere is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from the Baggage Call Center representatives.My apology cannot erase your experience, but please know we take your concerns very seriously
As a gesture of concern, I will send each of you a $electronic travel certificate that will arrive to your email address within business hoursIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near future
Thank you for allowing me the opportunity to apologize and register your complaint for future improvement
Mrs***, we look forward to welcoming you and your family onboard a future United Airlines flight
Regards,
MrsElizabeth *** Corporate Customer Care
United Airlines
UAL: *** Revdex.com: ***