United Airlines

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,
Haopeng ***

Dar Mr***: 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 the use of applying travel certificates to bookings online. Since United Airlines and
Continental Airlines merged more than five years ago, the travel vouchers you are attempting to use have expired. All United travel certificates are valid for one year from the date of issue and they are not combinable. Without actually seeing them I am unable to tell. However, if the travel vouchers are valid you may want to contact our web support team for assistance with your reservation. You may contact us at 1-800-396-1751. Agents are available hours a day, days a week. Mr***, we appreciate your understanding and look forward to the opportunity to provide you with the service you expect and deserveBest regards, Mary Beth *** Corporate Customer CareRevdex.com

Dear Ms***:I have retrieved your reservation and do see that you purchased a Basic Economy Fare ticket. You purchased this ticket online. It is showing a website that you made the purchase from however on the website, after selecting a flight you will be shown what the difference
is in a basic economy fare and a economy fare. The fare that you selected specifically states no refunds, no changes to the ticket can be made once the ticket is issued, no advance seat assignments, no carry on baggage.I regret that you felt that each person that you spoke to was not customer service friendly however they were stating what the fare rules of your ticket that you purchased.You could not change the ticket to another day and pay the difference of the airfare due to this ticket being a basic economy fare ticket. If this was a economy ticket, absolutely you cold change the dates pay the change fee along with the fare difference and have the ticket reissued.Ms***, United Airlines will not refund this ticket as you have requested. I apologize that you again felt that the reservation agents and supervisor were not friendly.Regards,Sheila ***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 for your assistance in this matter
Sincerely,
*** ***

Dear Ms***: 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. I researched your ticket that you are
requesting a full refund and it shows used Since there is no value left on the ticket, I won't be able to offer a refundIf there’s an error, or more information to share, please let me knowI hope this information helps you and I apologize for any confusion Our goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination. Based on your comments, we have room to improve. Please be assured that we understand your concernsIn appreciation for your feedback and patience, please enjoy the $electronic travel certificate you were promised that will be emailed to you under separate cover within 3-business days I hope your next experience will earn a positive review. 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. Your continued support is very important. We are working hard to earn your trust. Regards, Lisa ***Corporate Customer CareCase#

Complaint:
I am rejecting this response because:The first agents I talked to said there was nothing they would do to get me out on a flight that dayI was given no options for hotels, vouchers, - nothing was mentioned as I was crying on the phone the the 4th agent I spoke toThere were flights on other airlines with connections to Quito and they would not give me any of thoseI had no other option.Additionally, I paid for this on a United Chase Visa card which has travel insurance and when I enquired about that they wiped their hands clean of it and said I had to get a letter with Aeromar before I could do anythingAnd it's still not clear who even deals with that insuranceBasically, though the entire ticket was booked via United, they will do nothing to help me.The miles credited were not "GoodWill" milesThey were miles I did not use since I never got to fly out of Merida and use the extra leg of that flight.Since submitting this BBC complaint, I got the $reimbursementSorry, but $a person does not cover over $spent to get a new ticket each due to a mistake by United.This is ridiculousI do not accept losing my own money because United can't get their act together.
Sincerely,
Aoife ***

February 19, 2016 Dear Dr***: We are sorry to hear of your complaint filed with the Revdex.com regarding your reservation for round-trip travel on United Express between Denver and Shreveport Upon reviewing your past reservation, a refund of the $
change fee was processed on September 26, 2015, back to the original form of payment. Additionally, when changing your travel plans it was documented that the difference in fare would be $247.10. However, when your ticket was exchanged you were charged $for the difference in fare. In turn, you were overcharged $159.10. Therefore, we have submitted a request to our Customer Refund Services department to refund this over charge amount of $159.10. Please allow five days for processing. Regrettably, it may take up to two billing cycles for it to appear on your credit card statement. Your patience has been very much appreciated.Our files also reflect that our Customer Care colleagues also provided you with two $electronic travel certificates as a gesture of goodwill. We hope you may find a use to use them towards future travel with us. Dr***, we sincerely appreciate your business. We recognize you have a choice of airlines and hope you will continue to allow us future opportunities to welcome you on board. Sincerely, Judy ***United Airlines Corporate Customer CareRef #

August 11, Dear Ms***: I am responding to your communication addressed to the Revdex.com. We appreciate the time you have taken to contact us again. On behalf of United Airlines, I regret to learn of the continued disappointment caused from your prior correspondence with us I have contacted our MileagePlus Department on your behalf and confirmed your MileagePlus number is *** as you had statedI have reissued (2) $and (1) $certificates reflecting your MileagePlus Profile information. Please allow 3-business days to receive Ms***, we again apologize for any frustration and inconvenience caused. We appreciate your business and thank you for being a member of our MileagePlus program. We’ll look forward to welcoming you onboard again soon Sincerely, Nancy *** Corporate Customer Care Case:

Dear Mr***: I certainly regret hearing of the difficulties you endured while recently traveling with our partners at TAPThe experiences you described are certainly not reflective of our commitment to providing our customers the highest level of service. Please allow me to
apologize on behalf of United and TAP for the disappointment and inconvenience this matter presented It is our goal that customers have a seamless travel experience when traveling and working with United and our *** *** partnersIt is essential that our employees and those of our *** *** partners be available to our passengers to answer any question or concerns they may have during their travelsWe expect our representatives and those of our *** *** partners to provide assistance whenever possible; realizing their responses to your requests can make a difference in your perception of our overall productBased on your comments, we did not meet our goal or your expectations I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriouslyPlease be assured your comments will be forwarded to appropriate senior management within our *** Division for internal review and necessary corrective action. Additionally, please note that we have forwarded your concerns to our partners at TAP so they may address your concerns in regards to this matter As a gesture of goodwill, while you await our partner to address your concerns, I will add bonus goodwill miles to your account We appreciate your support of United and our *** *** partners Best regards, Ms*** Corporate Customer Care ***

June 15, 2017Dear Mr***:The Revdex.com has forwarded your response to my attention.I am very sorry you continue to be disappointed in my response and our processesThe answers and information I have provided to you is specific information shown in your MileagePlus account(Dates the miles were pulled from your account and re-deposited are shown in my previous replies) The specific miles you mentioned, are accounted forIn reference to any missing refunds; you may submit the ticket number associated with any travel you are referring to for a refund requestYou may send the ticket and refund request to our Refunds department directly via our website, or to our Customer Care department, and we will be happy to assistRegrettably, if you only supply information in general, we aren't able to assist.Again, to request a refund of any fees you believe may be due, please submit the ticket number associated with the cancelled travel you are referring toDirectly to our Refunds department is best, as requests are handled in the order they are received.Thank you for your understanding.Kind Regards, Judy ***Corporate Customer Care***

Dear Mrs***:I'm sorry to hear you missed your flight to NewarkI understand extenuating circumstances may have prevented you from making your scheduled flightOur agents followed our policy and correctly advised you of the fees involved with changing your ticketI regret the frustration
and inconvenience causedThat's not our intentionAll terms and conditions should have been disclosed by *** at the time of bookingYou can also visit our website or click on https://www.united.com/web/en-US/content/reservations/samedaychange.aspx for more information on making same day changes. After further consideration, an exception has been made to refund the unused portion of your ticketPlease allow 7-days for the refund to processRegards, *** *** Corporate Customer Care Case: ***

Complaint: ***
I am rejecting this response because: I do not have a travel agentI bought my tickets online yes, through ***They told me to call you for the refund which I didweeks later I am told you are an idoit and sent my refund to *** for no reason.
Sincerely,
*** ***

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,
Chris Barbas

Dear Ms***: Your latest correspondence with the Better Busibess Bureau has been forwarded to my attention for review. Thank you for taking my call today. Again, I apologize for the ticket transaction that took so much time. As promised, I have issued a $Electronic Travel Certificate which will arrive in a separate email within the next few days. I hope you put it to good use and we'll see you onboard again soon! Ms*** , I appreciate that you chose United for your travel and look forward to providing a more positive travel experience for you Best regards, Mary Beth *** Corporate Customer Care Case ID: ***Revdex.com***Tell us why here

November 7, 2016Dear Dr***:The Revdex.com has forwarded your correspondence to my attention.I sincerely apologize for the series of flight cancelations you experiencedDue to the multiple delays, your original case was handled by my colleague at our specialty deskWhile I
understand your disappointment, as my colleague explained, we do not offer cash compensation for any flight disserviceA review of your information does show that you were offered a high value Electronic Travel Certificate, which was refused at that timeAfter a further discussion where we advised cash compensation was not a viable option, you were then sent an Electronic Travel Certificate, along with 75,bonus miles, deposited in your MileagePlus accountUnderstanding that we do not offer cash compensation, after a thorough review of your past correspondence related to this travel, it has been determined the goodwill compensation offered is in line with our guidelinesI hope you see that we handled this with the utmost respect and professionalism.We appreciate your business as a valuable member of our MileagePlus program and we hope to have the privilege of serving your future travel needs.Regards,*** ***Corporate Customer CareCase ***

Dear Ms***:I researched your ticket and it shows used Since there is no value left on the ticket, I won't be able to offer a refundIf there’s an error, or more information to share, please let me knowI hope this information helps you and I apologize for any confusion. I can offer you a travel certificate as a goodwill gesture Thank you for choosing UnitedWe look forward to welcoming you aboard another flight soon. Regards, *** ***Corporate Customer CareCase#***

November 17, 2016 Dear Mr***: I am again responding to your communication addressed to the Revdex.com. On behalf of United Airlines, I regret to learn of your continued disappointment and I'm sorry you are dissatisfied with our goodwill offering. Once again, I apologize for the frustration this situation has caused, but please understand, our corporate offices are unable to handle baggage damage related issuesFor this reason, the responsibility for damaged baggage is delegated to airport baggage claim representative, and per our policy, we are unable to process a claim of damage after the allotted time-frame. As mentioned in our prior correspondence, you can review our damage policies online at: http://www.united.com/web/en-US/content/travel/baggage/damaged.aspx. Nonetheless, your disappointment is understood, and while I'm not able to increase the goodwill compensation we already provided, I'll pass along your feedback about the disappointment you experienced with our resolution. Mr***, we are grateful for your business and look forward to welcoming you on board a future United Airlines flight. Kind Regards, *** ***Corporate Customer Care***

Dear MsRen: I’m sorry to hear about your experienceI apologize for the inconvenience you experienced when our published schedule changedI realize how frustrating this must have beenWe implement schedule modifications for a number of reasons, including the need to
adjust to market and seasonal demandsAlthough we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences Unfortunately, we are unable to honor your request for a refund and I would like to explain whyOur records show the ticket was used; therefore, no refund is dueIt is never our intent to inconvenience our passengersAs a goodwill gesture, I will send you and *** *** a electronic travel certificate each to be used toward a future ticket on UnitedThe terms and conditions of the certificate will be sent from a different email address within 3-business days We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, Markeia *** Corporate Customer Care Case ID 105***

Dear Ms. ***: We received your letter from the Revdex.com regarding your recent flight experience on us. I am sorry for the flight disruption and unpleasant flight experience when you traveled with us on July 1, Based on the events and behaviors you described, I regret
you and your travel companion (*** ***) did not receive the level of service you have come to expect when traveling with United Airlines. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every dayWe understand that communication is essential, and sharing up-to-date information can help ease disappointment I also want to apologize for the behavior from which you described. All United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstancesWe strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers. As you gave a detailed description of events, we are able to follow up on the situationBy reviewing the situation with the management and employees involved, we are taking action to improve service quality Respectfully, I regret you refund request has been declined. Once ticket(s) have been used, they are not eligible for a refund. However I realize your flight experience was disappointing, and to help make amends, I will send you and your travel companion an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow to business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other Premier customersWe realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust Ms. ***, your business is very important to us. Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards, *** *** Corporate Customer Care Case ID - *** Tell us why here

Complaint: ***
I am rejecting this response because:Instead of processing my refund, United's website provides the error message below Basically, I have no refund a full week after it was processed 2016/01/13.Check refund statusCheck the status of your refund by entering your 8-digit refund request number or your United ticket number.Error:Unable to process this request.Please contact your Customer Service representative at *** ***
Sincerely,
*** ***