United Airlines

Dear Ms***:I am truly sorry for the delay of flight on June 30, the inconveniences it caused you and Mr*** and the time lostPlease accept my sincere apologies for the poor experience, we are acutely aware how negatively this impacted your travel plans.Please know our goal is to
operate every flight on schedule, every dayUnfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed or cancelledIt is never our intention to disrupt our passengers' travel plans, but the safety and well-being of our passengers and crew must always be our first priorityHowever, while cancellations and delays do sometimes occur, sub-standard customer service should notOur handling of this situation certainly does not meet United's standard for service, our staff certainly could have done more to acknowledge the situation and to better assist youFrom what you describe, we didn't live up to your expectations, and for that I'm truly sorryIn an ongoing effort to make service improvements your comments have been documented for internal review; we are committed to providing you the professional and efficient service you deserve.Since this was considered a futile trip, our records do show your and Mr***'s tickets have been refundedWhile we cannot undo your disappointing experience, we are sending travel certificates for you and Mr***' in a separate email as gestures of our concern and to help offset your hotel and bag expensesPlease allow up to business days for processing.Your request for reimbursement is appreciatedHowever, we must respectfully deny your request as United does not provide reimbursement for inconvenience, loss of time, the cost of unused prepaid hotel accommodations, special events, ground transportation, or any other expenses at our guests’ destinationsIf you have personal insurance or purchased travel insurance that may cover these costs, we will gladly work with the insurance company on your claim.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 both of you again soon.Regards, James ***Corporate Customer CareCase:

Complaint: ***
I am rejecting this response because: I cancelled my ticket over the phone in reaction to your horrible customer serviceI have never purchased a airline ticket with the intentions of canceling it beforeOnly option I was offered was either cancel the reservation or pay the price difference because the prices went up since my purchaseThey kept saying "you can always cancel your reservation within hours"Each time I asked for supervisor answer was always same "I am the supervisor"If your customer service is strongly set up to advocate canceling the sale within hours rather than accommodating a reasonably paid customer, they first need to inform the customer how long it takes to be reimbursed! Using words like "canceling the reservation in hours" means canceling my charges within hours to me in the heat of an disappointmentYour representative informed me after she cancelled my ticket it would take or more weeks for me to get a refundI asked can't she just cancel the charges she said their system is not set up for that a live person has to enter a refund and that can take a long time! After I filed a report with Revdex.com next day I called United Airlines to see if anyone can offer me a more definite time period as to when can I expect to be reimbursed! To my luck by a rear chance I was able to speak to a rep who will actually listen! She confirmed everything the previous rep told me about refund process except she said she can cancel/void the sale so I can have the funds faster to purchase another ticket, she asked me to check my bank account and read back to her what it says, wayyy after hour passed the charges were still pending and she could cancel/void/release the authorization whatever you want to call itHowever she than realized, actually were quite surprised that I had already been refundedBut she said this is still a long process it can take to days, she said let me speak to my supervisor and see if we can still release the authorizationHer supervisor said because refund was already issued they can't do it! THEREFOR I DO NOT ACCEPT YOUR EXPLANATION that you have no control over how long it takes for me to to receive my funds in my bank! HERE IS A HUGE PROBLEM! Why is your company is issuing a REFUND on a VOIDABLE transaction? I canceled my reservation on the same day as I purchased my ticket, your company does not have the funds in their possession yet! Refunding and voiding are two different processes, voiding the sale means funds never leave the bank and transaction disappears within few days, Refunding on the other hand means I still have to wait for funds to be released and turnaround and come back and that s why it takes so long AND unlike the other rep told me your system is capable of canceling/voiding charges obviously! Even in your hour flexible policy there is no warning as to how long it takes to be reimbursed! There is no flexibility in that for the customer! If I vacate my seat you can turn around and sell that seat immediately for a higher price while I have to wait for to days with no warning to purchase another ticket! How flexible is that? and for who? not to me as a customer! Only way you can offer TRUE hour flexible Booking policy is to place a hold on customers account for hours and charge them at the end of hours, those who cancel walla hold is lifted funds are instantly available you can sell the seat, customer can shop somewhere else! Since you only offer full refund to customers who cancel within hours and who purchase one week or more prior to the original scheduled departure flight there is no risk to your company I strongly believe the way United Airline and others with similar policies are UNETHICAL by the way they conduct business Because of the way you conduct business not only I had do forget about my trip but my ability to purchase another ticket within a specified time was made impossible and after all that you are offering me a $dollar certificate? which is now to dollar ticket, at the time I could have traveled for dollar No Thanks! That speaks for level of your customer service! Sincerely,
Nurten ***

Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention for review, and I was asked to respond on behalf of United Airlines. In verifying our records, it shows that you booked an Award ticket through our website, on March 2, 2017, to
travel from Orlando to Las Vegas, for travel on June 1, returning on June 6, Then, on March 16, you cancelled your itinerary via our webiste Since your ticket was booked through our website, the terms and conditions for the award ticket are clearly disclosed as you agree to continue with your booking and complete your purchaseI'm sorry that you were not able to read all the restrictions associated for your ticket, which includes a redeposit/ processing fee, in the amount of $125.00, when requesting a redeposit/ refund of the unused 25,miles I understand your disappointment with the $redeposit fee; however, in your case it's applicableUnited offers a hrrisk free policy, where you are allowed to redeposit or ask for a refund of your ticket without any penalties Nonetheless, as a customer service gesture and one-time exception, I've authorized a fee waiver you would normally pay on this type of ticketThe waiver has been documented to your confirmation number ***You'll just need to call one of our reservation agents and they'll be happy to assist you with the redepositI hope this lets you know we appreciate your businessYour candid feedback is appreciated as this allows us to monitor our products and services and share your comments with management so they can understand how your experience felt from your point of viewMr***, I appreciate you chose us for your travelOn behalf of our United family, we look forward to welcoming you aboard your next flight Kind regards, Leyly *** Corporate Customer Care ***

Complaint: ***
I am rejecting this response because: Like I said before, my tickets were advertised as being refundable, if cancelled within hoursI did cancel the tickets within hoursI was never refundedThis is illegalI will be filing complaint with DOT
Sincerely,
*** Klady

Dear Mr***:I am responding to your correspondence addressed to the Revdex.com.I'm very sorry to learn about the loss of your mother-in-laws brother and about the difficulties she experienced traveling to London. I'd really like to help, but I'm missing some
information as the ticket number you provided appears incorrect. Kindly provide your mother-in-law's name and flight number so I can review your concerns. Mr***, we appreciate your business and loyalty as a MileagePlus member and look forward to helping you soon. Kindest Regards,Laura ***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 meThank you very much!
Sincerely,
Matthew ***

Dear Ms***, I am very sorry that your trip did not go as planned. While our records show that your flights arrived early, I can only imagine your disappointment with your described inflight, delayed baggage, and contact experiences. Please accept my heartfelt apology.
We're grateful you took the time to share your thoughts about our services United is focused on meeting your expectations and providing you with a positive experience each time you fly with us You requested a refund of your tickets. I researched your tickets and they show fully used. Since there is no value on the tickets, I won’t be able to offer a refund. If there’s an error, or more information to share, please let me know. I hope this information helps you and apologize for any confusion Given the circumstances of your described experiences, an authorization has been made to issue travel certificates valued at $per person, for you, *** ***, *** ***, *** ***, and *** ***. Details will be sent to your email address within three business days. I hope you'll be able to use the goodwill gesture to travel with us again in the near future We're listening to your concerns and working hard to be your airline of choice I appreciate you helping us get there On behalf of United, we look forward to welcoming you aboard your next flight and providing the great service you deserve Sincerely, *** ***Executive Services, United AirlinesCorporate Customer Care Ref: Case ***

Dear Ms***: I am sorry for the flight cancellation you experienced while traveling with our United Express partner Mesa Airlines and that the flight you were rebooked to travel on was cancelled due to air traffic congestion. United does collaborate with our United Express partners on a
regular basis to ensure they are concentrating on the same important goals we are focused on: delivering solid operational reliability and great customer service. United works with our United Express partners to review their performance, and we are focused on improving the service our United Express partners provide. I will share your feedback with them, and I am sending you an electronic travel certificate which should arrive via email in the next few business days I hope you will give United Express another chance to restore your confidence and supportThank you for your patronage 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

Dear Ms***:Your communication with the Revdex.com has just been received at Corporate Customer CareI appreciate this opportunity to respond. I'm very sorry for all the inconveniences caused to you and Mr*** when you were scheduled to travel from Norfolk to Fort
Lauderdale on July 16 Please accept my sincere apologies for the disruption to your travel plansI realize this is not how you envisioned the start to your honeymoon.A refund of both $change fees has been requested to your ***Please allow at least business days for processingYou will be notified via email once it has been completedPro-rated refunds of the unused portion of your tickets were processed to Electronic Travel Certificates (ETC)You should have received the details by now.Because we do recognize that your flight plans were negatively impacted, I would like to offer you and Mr*** a $ETC each (redeemable and transferable toward the purchase of any United or United Express operated flight)You will receive the details in approximately business days.We hope you will use the certificates to allow us an opportunity to provide the service you expect, and we get the chance to deliver the great customer service we would like to be known for. We sincerely appreciate your business, and hope your future flights on United Airlines go betterKind regards, MsAvi *** Corporate Customer Care Case ***

Dear Mr***I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear you missed your connecting flight to Fresno on March 07, 2017. I see that flight was only a few minutes latehowever, you were unable to make the connecting flight.
I did locate the receipts you sent to us. I have requested a check in the amount of $213.84. You should receive the check in the mail in approximately two weeks to the address below:*** ** *** *** , CA 93619Thank you for your patience on this matter and have a nice day.Regards, Susan ***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,
Michael ***

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
Dear United Airlines,I am very pleased to hear your acknowledgement of the extraordinarily horrible experienceIt makes a big difference that you understood the severity of the issue because each incident is different and uniqueI am hopeful a future flight will be differentI also appreciate that you resolved the matter about the loss of moneyI've received the certificate in a separate email. You've made a difference Ana ***I feel better knowing there are people like you at United who understood customer, kept things simple and now made a way for better experience in future.
Sincerely,
Dewan ***

Dear Mr***:I am responding to your follcomplaint filed with the Revdex.comMy intention was to show you we understood your concern and let you know we're sorry about everything that happened during Cyan and Juli's flightI've taken another look at your situation and to bring this matter to an amiable conclusion, I will make an exception to honor your request and send Cyan and Juli a $electronic travel certificate, which will arrive via email within the next few days. I hope they'll be able to use the certificates to give us another chance to provide the service they deserve.On behalf of United, we look forward to welcoming you aboard your next flight. Sincerely,Dayna ***Corporate Customer CareCase ID: ***

I'm formally requesting a copy of those calls, which I was informed were recorded roughly around 8pm on July 22nd, The Asian lady that I spoke with explicitly without equivocation that I would only pay $She again confirmed more than once with my follow up questions about ONLY paying $75, nothing elseYou can forward them to my email at ***I will gladly spend more money to fight this and my father, who is a Premier member with United assured me he would leave terrible survey responses on every single one of his flights

Dear Mr***:Your email reply addressed to the Revdex.com was forwarded to my attentionI'm sorry you're dissatisfied with our goodwill offering Please note that the travel certificates provided earlier were intended as a gesture of goodwillAlthough I recognize you do not feel they are meaningful given your circumstances as we're unable to increase the offer, I hope you will accept them in the spirit in which we have intended. Your business is important to us, and we hope you will give us another opportunity to meet your future travel needs.Regards, Marleina ***Corporate Customer CareCase: ***

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear you have not received the refund you were expecting and I understand your frustration. I also understand your disappointment that you have not received the help you
expected or deserved when you called United several timesI've taken care of your refund requestPlease allow up to business days for processingOur United Refunds team will send you an update when your request has been finalized. Your 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.aspx As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysThank you for being a MileagePlus member with us and have a nice day.Regards, Susan ***Corporate Customer CareCase: ***

Dear ***: I'm very sorry for your flight delayUnited works hard to run an on-time airline; however, unforeseen events sometimes challenge usWe know your time is valuable and never intended for this to happenI can only imagine your disappointment in missing your meeting
Regretfully, we are unable to refund used or flown travelAdditionally, we are unable to offer compensation for events out of our control such as the weather delay or subsequence refueling as a result However, we value your patronage and do not want to leave you with only an apologyI have authorized miles deposited into your frequent flyer accountPlease allow 2-days for these miles to post to your accountUnderstandably, the goodwill meant as a gesture of our regret, is not comparable to the negative impact we have left with you I'll also send on your feedback to our senior leadershipI'm sorry this happened with your flightIn the future, we'll try harder to meet your expectations Thank you for your business, loyalty as a MileagePlus member and look forward to providing a reliable serviceSincerely, Suzanne *** United Airlines Corporate Customer Care Case ID

Dear Mr***:I am responding to the additional information you forwarded to the Revdex.com. I regret you're disappointed with my compensation offer. I've reviewed your situation again and want to make things right. I realize this was an uncomfortable flight and I am truly sorry. Although I am unable to deposit 35,miles back into your account, I'll deposit 15,goodwill miles into your MileagePlus accountThe miles will post to your account shortly. You'll receive a separate confirmation email within a few daysI hope this lets you know we appreciate you and your business. We look forward to welcoming you on board a future United Airlines flight.Regards, *** *** Corporate Customer CareCase: ***

Complaint: ***
I am rejecting this response because I have to cancel my connect air ticket from Beijing to Shenyang and re-book another full-price ticket, the ticket cost is $on UA websiteI called the customer service about the complain, however, nobody could help me with thatA travel ticket can not be the compensation for my lossSo I am requesting UA either compensate me with a ticket from Beijing to Shenyang on my select date and time or the same amount of money that I can use to buy an air ticket from Beijing to Shenyang. Thank you,
Sincerely,
Fengmei **

The following is a recap of our response to Mr*** ***:On June 3rd, Mr*** *** contacted United concerning his missed connection to Madrid. One of our Executive Services specialists replied to him on June 8th with an apology, and as goodwill, a mileage deposit was
authorized for his MileagePlus account. Mr*** *** advised that this was insufficient and requested additional goodwill and that one our Executives contact him directly. Our Executive Services specialist spoke to Mr*** *** on June 10th to let him know that he would be contacted by one of our Global Services managers. An email of apology was sent to Mr*** *** on June 15th by one of our Global Services managers Dana ***Corporate Customer CareCase ***