United Airlines

Dear Tuterangi ***: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding baggage fees charged during your daughters’ trip I'm sorry for any misunderstanding when you were charged an extra fee at the airport I
understand how difficult it is to know the exact weight of your bags at homeWhile the charge holds true with our baggage policy, I want to help take care of this issueI've sent a request to refund your daughters’ overweight bag feesYou'll see the refund posted to the payment used within business daysOur airport staff will assess fees based on our published limits and when it's weighed at the airportI apologize for any confusion and hope this helps We value your business, as well as your feedback, and look forward to the opportunity to regain your trust Regards, Candance *** Corporate Customer Care Case: ***

Complaint: ***
I am rejecting this response because: I emailed them last August, I got response from Sue Weiler, and she didn't call me to discuss the problem and insist she believed that I violated the UA policy which I didn't.
Sincerely,
Jing ***

Dear Mr***:I am responding to the additional information you forwarded to the Revdex.comI have reached out to our Baggage Desk manager for clarification on this claim. You should receive an email within a few days about the concerns you addressedThe check has been processed and you should receive the check in the mail within two weeks.Thank you very much and have a nice day. Regards, Susan ***Corporate Customer CareCase: ***

Dear Ms.***: Please know the primary function of Customer Care is to assist with past date travel issues, such as delayed flight, missed meals, seat changes, ect As your Mileage Plus account is password and PIN protected I do not have access to the account You
must contact Mileage Plus directly at: 800-421-Agents there are in the best position to assist you Please have the original submission information available so they may track your request Again as a Mileage Plus member, my apology for any confusion Regards, Ruth *** Corporate Customer Care Case: Tell us why here

January 29, I am responding to a correspondence received from the Revdex.comWe are sorry for the inconvenience you experienced on your United Airlines flight on December 29, from Chicago, IL (O’Hare) to Cali, ColombiaDirect customer feedback about our products and services
is so important in helping us to improvePlease 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 canceledWhen this occurs, we want to minimize the impact to you as much as possible and keep you informedWe are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practicesAlso, we are doing a number of things to improve customer service and make our processes more efficient, including investing in comprehensive training initiatives for frontline employees. To ensure our customers have a first-rate experience when flying United, we must make sure that we communicate effectivelyWe realize there is opportunity for enhancement in this areaThis year we are putting in place a number of tools and procedures that will substantively address these goals -- this is all a continuous fine-tuning processWe are consistently aligning service standards of professional women and men around our company. I understand that you arrived in Cali, Colombia on our Star Alliance Partner Avianca and your baggage did not arrive with youYou filed a Property Irregularity Report with Avianca and you waited days for your bag to be deliveredWhen other airlines are included in your travel arrangements, the final carrier is responsible to respond to issues involving luggageAs this is the industry-wide standard I am truly sorry this happened, and I understand your frustrationThis occurred despite our quality control standards to assure baggage reaches its intended destination on timeI’ve shared your travel experience with our airport operations team in Chicago, IL (O’Hare) and our Star Alliance partner Avianca, as we work to improve baggage procedures Thank you for letting us know about the expenses you incurred due to the temporary loss of your propertyWe sincerely apologize for the inconvenience this caused youWe are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our customers, and I can assure you that your experience is not typical of the standards we maintain Our corporate offices are unable to handle baggage claimsSince, Avianca is a Star Alliance Partner; you can submit interim expenses to us at: http://United.com/claimform, our Baggage Resolution Center will handle the claimPlease include Avianca Property Irregularity Report number, itemized list of purchased items, value, and receiptsResolution of claims are taking anywhere between 10-weeks to be settledOur Baggage Resolution Center claims representative will correspond with you via U.SPostal ServiceAs a gesture of concern, I will send 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, thereby giving us the opportunity to win back your trust Thank you for allowing me the opportunity to apologize and register your complaint for future improvement Mr*** as a MileagePlus member, we appreciate your business and supportWe look forward to welcoming you aboard a future United Airlines flightSincerely, Mrs* *** *** United Airlines Corporate Customer Care UAL: ***
*** ***

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 In fact, the speed at which Revdex.com Chicago & N Illinois and United Airlines (UA) agreeably resolved this matter made my head spin! UA Corporate Customer Care Representative, Ms*** ***, is a credit to her employer
Sincerely,
DR ***

Dear Mr***l:We welcome the opportunity to address the concerns you shared with us. I'm responding to a complaint forwarded to us from the Revdex.com. The behavior and attitude you described are not reflective of our commitment to providing our customers the highest level
of service, and I apologize for the negative impression this situation has createdAll 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 passengersBased on your comments, we did not meet our goal nor your expectationsI regret you were not satisfied with the service provided.United Airlines offers a competitive mix of fares designed to meet the various needs of our business and leisure customersThese fares range from deeply discounted fares favored by leisure travelers to unrestricted fares bearing few, if any, restrictionsLess expensive fares typically have more restrictions and less flexibilityFares are subject to availability, and lower fares may not be available for every flight. Our published fares are not determined by distance but rather by historical sales data, available inventory, local events, and competitor pricingIt is not unusual for fares to fluctuate, sometimes several times in a dayTo secure the best possible fares, please confirm your reservations in advance and check alternate dates of travel when possible. We work hard to correct problems brought to our attentionAlthough we cannot provide specific details about the internal investigation, please know we take your concerns very seriously. It is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not metWe appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenience.Regards, LeMarkus ***Corporate Customer CareCase: ***Tell us why here

Complaint: ***
I am rejecting this response because:$is not acceptable refund amount
Sincerely,
*** ***

Dear Ms***: Thank you for taking my call today. Again, I apologize for the confusion regarding our Star Alliance partner and Code Share flights with *** Canada. I was happy to learn that they were able to explain the upgrade process to you. I hope that your upgrade waitlist
request clears, and I hope that you have an enjoyable flightMs***, 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 againBest regards, Mary Beth *** Corporate Customer Care Revdex.comCase ID: KANA

November 12, 2015Dear *** ***I am responding to a correspondence received from the Revdex.com.First and foremost, please accept my apology for the inconvenience you experience on November 01, onboard UAfrom London-Heathrow, UK (LHR) to Los Angeles, CA (LAX) airport.I
sincerely apologize for the inconvenience you experienced when trying to redeem goodwill compensation provided to you by our flight attendant. In recognition of our appreciation and apology, I will be sending you a $electronic travel certificate to use toward the purchase of a future ticket on United AirlinesThe terms and conditions will arrive within 3-business days*** *** as a MileagePlus member, we appreciate your business and supportWe look forward to welcoming you aboard a future United Airlines flightRegards,*** *** ***United AirlinesCorporate Customer Care*** *** ***

Complaint: ***
I am rejecting this response because:your agents at the airport caused us to miss the first flight based on a alert regarding my wife passport. The next day your agent allowed us to travel without the proper confirmation and boarding passes for the connecting flight. You are responsible for our suffering as mush as ***. The travel certificate will do no good for us since we are not traveling with united anytime soon. Instead I would like complete refund for the remaining portions of our tickets. Or $in monetary damages paid by a check directly to me.
Sincerely,
Islam ***

October 26, Dear Mr***: The Revdex.com has forwarded your correspondence regarding the expiration of your MileagePlus miles to our attentionI sincerely apologize for any confusion surrounding our program policiesThe current expiration policy was introduced to former
OnePass members on September 21, 2011, and has been our policy since that dateCommunication was sent to all MileagePlus members that miles do not expire as long as the account has activity at least once every monthsThe expiration clock begins the month after the latest activityThis information has always been available on our website, and also each time you log into your MileagePlus accountMr***, I am not able to locate the expired miles you speak ofPerhaps you have information of an alternate MileagePlus number and an actual date of the expirationIf you are able to provide this information, I will be able to investigate furtherWe do appreciate your MileagePlus membership and hope to have the continued privilege of serving your travel needsKind Regards, Judy *** 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,
David ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11098495, and find that this resolution is satisfactory to me
Sincerely,
Ravi ***

Dear Ms***: Thank you for your replyI'm sorry you weren't satisfied with my response.As a one-time exception to our policy, we have deposited the expired miles back into your accountYou can keep track of your mileage account online at www.mileageplus.comSimply sign into your account and you can view your mileage balance on the “My Account” pageShould you have any further inquiries regarding your account, please call MileagePlus at 1-800-421-4655.We appreciate the opportunity to assist you and thank you for being a member of MileagePlus.Regards, Marleina ***Corporate Customer CareCase:

Complaint:
I am rejecting this response for three reasons, as follows:The search was for more than one seat, and the website results displayed a quote in miles based on my search;The error message was site-wide and had nothing to do with this particular searchI had been searching the site the earlier and encountered the same error for another ticket (and similarly was forced to call a representative, a record of which should exist);The representative assured me via phone that both seats would be available for my wife and me at that mileage price.For these reasons, in addition to the sheer volume of time I've been required to spend on this issue, I believe I am entitled to purchase the additional seat with the mileage price that I was quoted by United AirlinesAgain, I am usually quite happy with my experience with United Airlines, and expect and hope this situation can be remedied promptly
Sincerely,
Andrew ***

Dear Mr***:Direct customer feedback about our products and services is so important in helping us to improve.There is fee required to sit in EconomyPlus unless you are a Premier Silver, Gold, Platinum, or 1K member of our MileagePlus program, where you are able to enjoy complimentary
space-available access, or have purchased a yearly Economy Plus subscriptionOur records do not show you are a member of MileagePlus.Further, due to passenger confidentially we will not speculate based on another passenger's observance and are unable to comment further.We appreciate this opportunity to respond to your concerns and thank you for choosing United.Regards, James *** Corporate Customer CareCase:

Dear Mr*** I am sorry to read that your experience traveling with United to Washington on October 22, 2015, did not meet your expectations, and offer my sincere apologies
I have reviewed your damaged bag file, and it indicates that the wheels on your stroller were damaged,
which per our Contract of Carriage, are not covered Damage to wheels and handles are considered wear and tear This information can be found in our Contract of Carriage, which is on our website, www.United.com, at the very bottom
However, if you feel the damage was more than just the wheels, you may download a claim form, also from our website at www.United.com/baggage, to submit, along with the damaged bag file number, for further review
Thank you for choosing United Airlines and MileagePlus As a Silver elite member, you and your family are valued customers and your business is appreciated
Sincerely,
*** *** Corporate Customer Care
Case ID ***

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***:I'm sorry you're disappointed that your tickets are non-refundable. 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 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. As a goodwill gesture I have issued you a $electronic ravel certificate that will be emailed to you in a few daysWe appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards, Susan ***Corporate Customer CareCase: ***