United Airlines

Dear Ms***: I'm sorry you're disappointed about your denied refund requestI hope I can explain how the decision was made Your ticket carried restrictions, which included being non-refundable, so at that point you were allowed one year from the date of issue to use your
ticketYour ability to use your ticket expired on May 21, I'm sorry if there was any confusion when purchasing your ticket or reviewing the receiptGeneral rules that apply to all ticket include: using flights in order, canceling before departure and having a year from the issue date to use remaining portionsOnce again, I apologize and, I have requested a travel certificate in the amount of your ticket that expiredPlease allow 3-business days to receive your travel certificate via a separate email as a goodwill gesture. I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserveRegards,*** *** Corporate Customer CareCase# ***Regards, ***

Dear Ms***: Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the disappointment you have expressed regarding our policy for traveling with lap children. I’m sorry for any miscommunication or
misunderstanding, but children two years of age and up must have a ticket and are not allowed as lap childrenYour request for a refund of the ticket is appreciated. However, we are unable to honor your request. I recognize that this is not the answer that you had been hoping for, but your feedback on this policy is very important and valued. Our leadership team routinely reviews business policies that negatively impact our customer's perception, and on many occasions has resulted in us making changes that benefit you, our customer Ms***, your business and satisfaction are especially important to us. We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again Best regards, Mary Beth *** Corporate Customer Care Revdex.com Case ID: ***

Dear Mrs***:I sincerely apologize that your information can not be found in our system. I did search my your name and date of travel with no results.Did you receive a confirmation email that showed that the flights were ticketed and a confirmation number given or did you receive an
email stating the reservation was being processed and if you did not receive a confirmation that the flight were ticketed to contact United Airlines reservations within hours?If you did receive a confirmation number that shows an eticket number, please send me the ticket number and I will retrieve the ticket number for you.There are times that a credit card will be processing and not go through and a confirmation number will be given but again with the information that this is only being processed and you must check with United Airlines reservations within hours.I again apologize for the experience you had as it is never our intent to disservice any customer of United Airlines.Regards,Sheila ***Corporate Customer CareCase ***

Dear Mr*** *** ***:The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines. Please provide me with the reservation
information that you are trying to rebook your flight by using the gift registry money from your wedding, so that I can see what can be done to assist you in making changes to your reservation.We appreciate your business.Regards,Lisa ***Corporate Customer CareCase* ***

Dear Mr***:Direct customer feedback about our products and services is so important in helping us to improve.I would like to extend a sincere apology for not delivering better service.Rest assured that we want to do everything we can to ensure that your travel needs are metIn an ongoing effort
to make service improvements your comments have been documented for internal review; we are committed to providing you and Ms*** a positive travel experience.I have contacted our Reservations department and authorized a refund for Record Locator: *** to the original form of payment, credit card with the last numbers: ***Total amount to be refunded: $Please allow up to business days to show on Ms***'s online statement and to billing cycles on her monthly paper statement.We're committed to meeting your expectations, and we hope you and Ms*** will give us a future opportunity to restore your confidence and support. Thank you for being MileagePlus members and we look forward to serving you again soon.Regards, James ***Corporate Customer CareCase: ***

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,
Jessica ***

Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention for reviewPlease accept my apologies for the disappointing travel experience you had with us recently. I was sorry to learn of the two hour delay of UAfrom Houston to
Baltimore on January 15, 2016. As you know, we never intend to disrupt our passengers' travel plans. Of course the safety and well-being of our passengers and crew must always be our first priority so some delays are unavoidableWe don't question the inconvenience this caused you and the feelings of frustration that resulted from missing your ride. From what you describe, we didn't live up to your expectations or ours, and I'm sorry. While I can't undo the circumstances you experienced, I am sending an electronic travel certificate in a separate email which will arrive in 2-days as a gesture of our concern. I hope you are able to use it and give us an opportunity to provide the service you expect and deserve from United Airlines. Mr***, your business and satisfaction are especially important to us. We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again Best regards, Mary Beth *** Corporate Customer Care Revdex.comCase ID:***

Dear Ms***:Your correspondence with the Revdex.com has been forwarded to my attention.Again, I apologize for the ticketing error with AShley's ticket. I am sorry that Ashley was not booked for the segment from Bejing to Tokyo. Regrettably, you have only the first hours
to make any changes or cancel the online booking entirely. After booking, an email confirmation is sent to you to verify that booking is accurate. Regrettably, United Airlines cannot refund the ticket that was purchased and used on ANA. I appreciate your understan***. I do hope that you are able to use the $electronic travel certificate already issuedWe look forward to seeing you and your family onboard again soon!Ms***, I hope you give us an oppotunity to provide the service you expect and deserve from United Airlines.Kind regards,Mary Beth *** Corporate Customer CareCase ID:***Revdex.com ***KANA ***Tell us why here

Dear Mr***: I'm so disappointed to learn about our employee's actions 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 I appreciate your business and loyaltyWe look forward to a future opportunity to provide the service you deserve on United Regards, *** *** Corporate Customer Care *** Tell us why here

Dear Mr***:As mentioned in my previous email directly to you, I am posting the same response here.On behalf of the United Airlines Executive Offices, I am sorry to learn of your disappointment when your MileagePlus account was recently closed due to violations of our MileagePlus Program rules, published on our website, https://www.united.com/web/en-US/content/mileageplus/rules/default.aspx. It is important for us to preserve the integrity of our program for the vast majority of members who participate in accordance with the program rules. We have reviewed the complete documentation from this investigation and unfortunately, we must remain firm in our original decision. We are unable to grant your request to reopen this account. L.J***Executive Services, United AirlinesCorporate Customer CareCase: ***

Complaint: ***
I am rejecting this response because:It is insufficientAs I have already explained, the charge is not clearly defined and is applied arbitrarily.
Sincerely,
*** ***

Dear Ms***: I regret you're dissatisfied with our response. You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe certificate was not intended as compensation to offset your out of pocket expensesIt was offered strictly as a goodwill gesture. Your circumstances warrant special consideration to issue an additional travel $certificate to bring this matter to an amiable conclusionYou will receive the certificate via e-mail in 3-days. Regards, Jacqueline *** Corporate Customer Care Case --

Dear Ms***: I'm sorry your families trip didn't go as planned From reading your email, I see we let you downThat's never our intentionI'm sending you an Electronic Travel Certificate in the amount of $as a goodwill gesture, which you'll receive via email in
the next few daysWe want to get all of our customers, especially you, on time to your destinationUnfortunately, there are instances when unforeseen issues must be resolved before we can departWe'll do what we can to improve I am not able to refund the ticket for *** Airlines since United did not receive those funds. I appreciate your loyalty and that you chose United for your travelI hope your next trip wit Regards, Lisa ***Corporate Customer CareCase# ***

Complaint: ***
I am rejecting this response because:do not include specific disciplinary action against flight attendant Lary involved in the incident, meaning the UA accept wrong staff behavior-ignore violation of its own regulations and protect /cover up customer abuse
Sincerely,
Dorina ***

Complaint: ***
I am rejecting this response because:When we talked to the flight attendant on flight, their solution was a gift card for eachHowever, my main disappointment about my journey is the staff at the boarding kioskWhy did the lady refuse to help me even though she was not doing anything? Why did the gentlemen SHOUTED at me and IGNORED me till the end? As a customer, what I asked is no more than a simple phone call to retrieve my SIM cardsNow you still think by reimbursing my SIM card cost, you could resolve the violent treatments I've received from the staff at the boarding kiosk? Did they treat me that way because I'm a female asian so they think I could do nothing but to bear this? Are you trying to minimize the problem to seat problems? I talked to my credit card company and they were much willing to help me dispute this transaction, do I really need to post all these INHUMANE AND VIOLENT treatments to the internet so that I could get the right solution?
Sincerely,
Zhuoer ***

Dear Mr***:I'm responding to a complaint forwarded to us from the Revdex.com.We carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seat. As you may be aware, a service charge applies for changing the time or date of travel for
restricted non-refundable ticketsService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats. Tickets are often reissued for a $service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference in fare if the original fare purchased is no longer available. Our published terms and conditions are designed to balance the needs of customers with the business needs of our companyWe sell several types of tickets with varying levels of restrictions. Please refer to the Terms and conditions of your ticket and our Contract of Carriage. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus ***Corporate Customer CareCase:

Dear Ms***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear you were unable to use your ticket due to Hurricane Irma. I also understand your frustration that you have not received a refund for the unused ticket by this
time. I will be more then happy to refund the ticket for youPlease email the Revdex.com back the United ticket number that starts with and is numbers in length. I can then process the refund for you due to the extenuating circumstances.Thank you for your patience on this matter and have a nice day. Regards, Susan ***Corporate Customer CareCase: ***

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Mrs***
I am responding to your complaint filed with the Revdex.com
We are very sorry to hear about the health of your grandmotherI know this must be difficult for you
I was able to locate the refund
request which you sent to our Refunds Department and would like to explain why your request has been denied
The type of tickets purchased were non-refundable and certain restrictions applyExceptions to these restrictions, due to illness are granted based on the ability to travel in the futureThe illness, as described in your doctors letter, does not qualify for a refund exception because there is no illness preventing you or your husband from traveling in the future
Therefore, your tickets are valid for one year from the date of issue, and may be used toward the purchase of another United Airlines ticketIf the fare of the new ticket is higher than that of the original, you will be charged the additional amount
Since we have the letter from the *** on file, I put an authorization in the reservation to waive your change fees (minus the $processing fees)Please call X-XXX-XXX-XXXX and have the Reservations Agent refer to confirmation number: GQ7LE
Mrs*** thank you for being a loyal MileagePlus memberAs a tangible expression of our gratitude for your loyalty, I have deposited 2,bonus miles into your accountPlease allow up to business days for the mileage to appear in your account balance
With Kindest Regards,
***
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your help ***

Dear Mr***: I'm sorry your plans were disrupted when we didn't leave as scheduled due to the lavatory As I can tell in your email, we have room to improveI'll make sure to pass along your feedbackI'll also send you an Electronic Travel Certificate, which will arrive
via email in a few daysWe hope this gives you a future opportunity to receive service you deserveWe'll continue working harder to provide you, our loyal and valued customer with the experience you deserve when unplanned events happen I appreciate that you chose UnitedWe look forward to seeing you on your next flight. Regards, Lisa ***Corporate Customer CareCase# ***

Dear Ms***: We received your letter through the Revdex.com, with reference to case *** Your email clearly expresses your disappointment with your recent customer service experienceI would like to extend my personal apology for the negative
impression left with you We understand accurate communication is essential, and how we convey information can help minimize inconvenienceBased on your comments, we could have done a better job on a number of frontsThe possibility of schedule changes and seasonal changes to aircraft types as well as unexpected events at the airport the day of the flight makes it difficult to guarantee specific seatingTo name just a fraction of issues is weight distribution, unaccompanied minors, handicap individuals or operational changes, such as aircraft substitutionsRegretfully, we do not have logistics to support notification of seat changes at this timeAs a goodwill gesture and for the overall inconvenience and for your efforts to find a resolution for your employee, I will be sending you a $electronic travel certificate. The electronic travel certificate may be used towards the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express/ExpressJet and Copa Colombia Airlines. Please allow 3-business days for delivery on a separate cover to your emailThank you for making us aware of the situation and for the opportunity to respondWe look forward to having the chance to regain your confidence and providing the quality service you deserve with United AirlinesSincerely, Suzanne *** United Airlines Corporate Customer Care Tell us why here