United Airlines

Complaint:
I am rejecting this response because: there is no way the package is lost and YOU are wrong saying I will ONLY get a email if bag is found,I received s update weekly on the complaint..a crew person took that bag no question as I was last person off planeSome employee figured with no name tag they could get away with it
Sincerely,
Geanna ***

Complaint: ***
I am rejecting this response because: my complaint was regarding the confusion and time waisted because reps from United weren't able to tell me where my luggage wasThey kept me at the airport for additional two hours when no one was willing to help or tell me where my luggage wasI spoke to several reps on the phone which were not pleasant because they put me on hold for minutes at a timeI had to change to a flight which was three hours earlier to go collect my luggage at Chicago airport all of which were not related to weatherThey are using a tactic to confuse everyone hereMy complaint was not related to the flight change due to weatherThey waisted a whole day of my time because their reps are not properly trained and the worst part is they don't even care
*** ***

***Dear Mr.***
I recently received your request via the Revdex.com( Revdex.com)
Please know UAshows as a minute delay upon arrivalHowever, as it is not customary to provide compensation for delays of this duration, I show as a goodwill gesture for the
inconvenience, you were provided a $electronic travel certificate
Unfortunately I am unable to honor your refund request, or provide any additional compensation
Please know United is not responsible for details outside the ticketed United itinerary ( i.e.: meeting, child care, pet care, ect)
I hope you will accept the electronic travel certificate in the spirit we intended.As a Mileage Plus member, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,
*** *** Corporate Customer Care
Case ***

Dear Mr***:I am responding to your complaint filed with the Revdex.com. Our records show we have received your same complaint through various agencies, one of which was the US Department of Transportation (DOT). United Airlines has responded on multiple occasions to your
same concerns. I am including a copy of their correspondences to you so the Revdex.com may update their records with our attempt to resolve this issue.Mr***, we truly value your business. I hope your next trip delivers the positive experience you expect when you travel with us. Sincerely, Judy ***Corporate Customer CareUnited AirlinesRef # ***--------------------Dear Mr***, Your email addressed to the Department of Transportation regarding your experience with United on June 17th, has been forwarded to my attention for review and resolution.First and foremost I would like to apologize on behalf of United for the inconvenience and disservice you receivedWe strive very hard to provide all of our customers and their belongings with safe and reliable travel, and commit to resolving an issue as quickly as possible when a service interruption does occur.In reviewing your luggage incident with United Airlines I find that your luggage was located in Mumbai on June 20th arrived into Charleston on June 21st. I'm truly sorry for this extended delay receiving your luggageFor reimbursement of any clothing or toiletry items you purchased during the interim please complete and submit our claim form(www.united.com/claimform), along with your ID, travel documents and copies of receipts, so that we can process and reimburse youYou may email all documentation to brc-***@united.com or mail to *** Grand Plaza DrHouston, TX77067. In addition as a token of our apology, I find that our email agent has offered a $electronic travel certificate as a goodwill gestureIf you are not satisfied with this compensation gesture we can offer a deposit of 9,MileagePlus goodwill miles in to your accountPlease respond with your preferenceAgain I do apologize for this matter and am confident we will provide the service you expect and deserve on your next United flight.Regards, Debbie ***Baggage Resolution CenterUnited Airlines--------------------Dear Mr***, I truly apologize if I misunderstood your complaint. Your file shows the recovery of your luggage in Mumbai from Thai Airways on June 20thThere is a "forward message" in your baggage file showing United sent your luggage from Mumbai on June 20th arriving Charleston on June 21stThe luggage was recovered from the previous carrier on day three. I hope this information helps clarify your luggage claim further Regards, Debbie ***Baggage Resolution CenterUnited Airlines--------------------Dear Mr***, Thank you for response and inquiring further about our $compensation policy for lost luggageBelow please find the detailed information regarding this policy After you report your bag as delayed, we will begin an immediate search for your bagWhile we search for your bag, you have several options to receive updates:Check your phone or email - If your baggage is delayed and was not available at your final destination, you'll receive periodic text or email updates to the phone number or email address you providedGo to united.com/bagtrack, or speak to a United representative at the Baggage Resolution Center1-800-***-*** If we're able to locate your bag within three days, you'll be contacted by phone or email (depending on your indicated preference) to schedule deliveryWe'll work to schedule delivery to the location and during the timeframe that best meets your needs. For bags still lost after three days: If we're unable to find your bag after three days, and have no information on the location of the bag, on the fourth day we will pay you $1,for the value of the bag and its contents without requiring any documentation. Example: If you have checked your bag on United on July 3rd and United is unable to locate it, on day four which would be July 6th the Baggage Resolution Center will contact you to process a compensation paymentWe will also reimburse you for the amount you paid to check the bagYou must have a delayed baggage report for a checked bag on United Airlines, for this process to apply.For your specific reference number: ***, this shows the luggage was located on June 20th in BOM and was no longer lost Should you have any additional questions you may call our contact center at 1-800-***-***.Regards, Debbie ***Baggage Resolution CenterUnited Airlines

Complaint: ***
I am rejecting this response because: The company continues to make headlines with poor customer experience (kicking customers etc.)Revdex.com should really help me what I needIs there any way with Revdex.com to look at what is next best action?If you want, I share all bad news links which United has come forward with.I need $compensation in gift cards OR debit card.Can I get the required help?
Sincerely,
Himanshu ***

Complaint:
I am rejecting this response because:United has yet to address the unprofessionalism of their employees! I have worked in high end customer service and I nor my colleagues would have EVER spoken to a client the way I was spoken to! What employees stand there instigating an argument with a customer, are you kidding me? If we spoke to a client the way I was spoken to we would have NO JOB! Clearly you did NOT completely read my complaint and just threw a voucher my way thinking that would suffice when I specifically stated I have NO intentions on EVER flying with United and just want my card credited United clearly does not care about their customers bc the first thing you offered as a voucher All I want is a credit to my card for baggage fees of $which is less than your voucher Why would I want to fly with you again after this experience?! The entire trip coming and going was the worse (that I tweeted about already) You don't even do so much as put the label on checked bags, customers have to do that themselves at a kiosk, so why do you need employees at all??!! Credit my car please and end this!
Sincerely,
La Kia ***

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 am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear your flight to Cleveland was delayed on August 05, 2017 and you ended up missing your friend's funeral which is truly unfortunate. I realize you were rebooked on
*** Airlines which arrived much later than scheduled. I also understand your frustration that you did not receive the help you expected or deserved at the airport, or over the phone, during this stressful time. Your feedback will be heard and addressed in order to make necessary improvements in several areas.As a goodwill gesture I have deposited 15,goodwill miles into your account which should be posted in a few days. I hope you will give us another opportunity to serve you better on a future flight with us. Please email us back anytime 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
It was just unfortunate that I could not speak with someone that could hear my concernWhen businesses have customers send an email to resolve a hot issue it gives me hesitation if my issue will be resolved or even heard.thanks again for responding and thank you for the points to make up for my inability to attend my friends funeralI understand that a business cannot control the weather, but I hope in the future can have contingency plans for inclimate weather hopefully alleviating any future delays
Sincerely,
Ryan ***

Initial Business Response /* (1000, 5, 2015/07/09) */
Dear Mr.***
Please accept my apologies, along with those previously extended by my colleague, for the disappointing travel experience you and your mother had with us on June 15, I was sorry to learn of the weather delays that caused
you to accept alternate routing into NewarkThe poor handling of this situation certainly does not meet our United standard for serviceThe customer service agents at the airport and reservations specialists on the phone are given extensive training to offer you efficient and relevant information to your specific needsThe lack of communication and service you received during this already stressful time is unacceptableWe don't question the inconvenience this caused you and the feelings of frustration that resultedFrom what you describe, we didn't live up to your expectations or ours, and I'm sorry
Your request for a refund of your tickets and additional compensation is appreciatedHowever, our policy does not allow me to respond with the generosity you have anticipatedI do hope you are able to use the travel certificates 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 usWe 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 *** ***
Corporate Customer Care
Case ID ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from United Airlines doesn't address one single aspect of my complaintAll their representative is doing is apologizing, which has already been done by the previous representative with whom I communicated directlyMs*** actually emphasizes several times that United was in the wrong, yet STILL refuses to acquiesce, or even attempt to find a revised solution that might appease me, continuing to cite company policyThe company admits that the handling of events on June 15th "did not meet their standard of service," and was "unacceptable." Ms*** further elaborates that they didn't live up to my expectations or theirsSo if all these statements are true, according to United's own representative, why am I only being offered compensation that amounts to less than half of my total expenses? Their denial of a full refund has no merit, based on their own statement, and I will not accept this response
Final Business Response /* (4000, 9, 2015/07/10) */
Dear Mr.***
I'm sorry that you continue to be disappointed with UnitedAgain, I apologize for the flight irregularities that caused you and your mother to arrive at your final destination hours later than originally scheduledPlease understand that our policy does not allow full refunds due to flight delaysMy colleague has already offered compensation above and beyond our Corporate Customer Care guidelinesI hope you will consider the gesture in a more favorable light in due time
We look forward to seeing you and your mother onboard again soon
Mary *** ***
Corporate Customer Care
Case ID ***

Dear Ms***: I'm sorry you weren't aware your purchase was a Basic Economy ticket While I can't refund or make any additional changes, we understand your concerns and will pass along your commentsWe are trying our best to make sure you know when you're buying a Basic Economy ticket
and what conditions come with the ticketOther places that sell our tickets are expected to advise you, as wellFrom what I read, we have some more work to do Our current advisements for Basic Economy include a special column while you're looking at prices and notifications in the booking process and receiptI'm sorry if those were not visible when you made your purchaseSome conditions are different when purchasing Basic Economy fares; however, service options such as dining, and inflight entertainment are the same as standard Economy faresIf you have any additional questions regarding your ticket, please contact Reservations at 1-800-UNITED-(864-8331) for assistance With that said as a gesture of goodwill, I will send you an electronic travel certificate to offset your additional fee paid Thank you again for your feedback, and we look forward to providing you excellent service on your next United flight Regards, Cindy *** Corporate Customer Care ***

Initial Business Response /* (1000, 5, 2015/08/07) */
Please accept my apologies for the disappointing travel experience you had with us recentlyI was sorry to learn of the delays of both UAon July 26, and UAon July 31, Our records show that both flights were affected by
weather and air traffic controlAs you know, we never intend to disrupt our passengers' travel plansOf course the safety and well-being of our passengers *** crew must always be our first priority so some delays are unavoidableWhile uncontrollable delays do sometimes occur, sub-standard customer service should notIn any event, we don't question the inconvenience this caused you and the feelings of frustration that resultedFrom what you describe, we didn't live up to your expectations, and I'm sorryYour request for a refund of your ticket or a free ticket is appreciatedUnfortunately we are unable to honor your request as the delays were not within control of the airlineI appreciate your understanding
While I can't undo the circumstances you experienced, I am sending a $electronic travel certificate in a separate email which will arrive in 2-days as a gesture of our concernI hope you are able to use it and give us an opportunity to provide the service you expect and deserve from United Airlines
Ms***, your business and satisfaction are especially important to usWe 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,
***
Corporate Customer Care
Case ID: ***

Complaint: ***
I am rejecting this response because: As mentioned to you previously, I am not planning to fly in the near future, so this is not compensationAny other reputable airline company would have provided monetary compensation at first contact, without going back and forthAgain, this was a delay of hours and minutes according to your records, you have your records stating minutes less than hours to avoid providing the full refundYou did not give us the option of leaving the airport eitherThis is not service! Again, we are expecting some kind of monetary compensation, not in the form of vouchers or mileageThis was not service, and had a miserable experienceMy wife was in a high risk pregnancy, and was not in the state of walking around with kids for hours and minutesOnly thing that can compensate at this point is a refund of $for each of our family members, each of our passengersUnited airlines, should make it their effort to provide its service, and if not compensations to their customers
Sincerely,
Chananya ***

Dear Ms***:I am responding to your communication filed with the Revdex.com.I'm sorry you were unaware of the restrictions associated with our Basic Economy FaresBecause this product is new, united.com has several prompts in place that alerts customers of the restrictions that are
associated with the fare, including no advance seat assignments or full size carry-on's permitted on boardCustomers also have to acknowledge that they understand the rules and restrictions of the Basic Economy fare before submitting the passenger informationI regret to read that Expedia did not share this information on their website - I can only imagine how frustrating it must have been to learn of the restrictions after you purchased the tickets for you and your family. I also regret that our Reservations Representative, ***,was not more helpful when you called to explain your situationOur commitment is to provide exceptional customer service and I am sorry for the negative impression that was createdPlease know I am sensitive to your concerns and will share them management team responsible for our Contact Centers for internal review and future improvementsIn light of what you experienced, and in the hopes of regaining your confidence and support as airline, we will also be sending you a $travel certificateThe electronic voucher will be delivered separately via email within the next business daysAgain, please accept my apology for your dissatisfaction on this occasion, as well as our appreciation for the time you have taken to bring it to our attentionAs always, thank you for choosing United Airliners flightRegards, Julie ***Corporate Customer CareCase ID:***

Dear Ms*** ***: Thank you for contacting United Airlines; we have received your correspondence you have sent to the Revdex.com (Revdex.com) and recognize that you still have outstanding concerns and I welcome this additional opportunity to be of assistance. I am
sorry you were unable to use your travel certificate to purchase an economy plus seating Our records show that you have spoken with our executive management personal after writing to Mr*** and Mrs*** about this issue and have been advised that our travel certificates are valid for purchase of a new ticket and not for economy plus seat feesAlso our records indicate that you have been issued a new travel certificate for the one that is about to expire I will include the terms and conditions that are found our electronic travel certificates below: Terms and Conditions This Travel Certificate is redeemable toward transportation on any flight operated by United- and United Express-operated flights, and United Express-marketed flights operated by other airlinesCertificates are not valid for travel on *** ***.You may redeem or view Travel Certificate details at united.com by clicking on Deals and Offers, Promotional Certificates, and enter promotion code and PIN in the offer code box, or call United at 800-UNITED-(800-***-***)A fee may apply for redemption via telephoneYou will be asked to enter the last name of the certificate recipientCertificates may not be redeemed through a travel agency.The promotion code and PIN must be presented at time of ticket purchase and expire one year from original date of issue, unless otherwise noted.This Travel Certificate has no cash value.This Travel Certificate will not be honored in conjunction with prepaid tickets, fee-waived tickets, MileagePlus awards, tour packages or other service charges, including excess baggage charges, pet charges, etc.If the face amount of this Travel Certificate exceeds the cost of the ticket for which it is surrendered, any residual amount will be applied to the same PIN for use toward another ticket until either the original issued amount is depleted or the expiration date has been reached, whichever comes first.This Travel Certificate is not transferable and may not be sold, traded or barteredHowever, the original recipient of this Certificate may arrange travel for another person if done without selling or bartering this CertificateAny sale or barter of this Certificate, or any offer to sell or enter into such a transaction, shall render this Certificate null void such that this Certificate shall no longer be redeemable by any person, including the original recipient.Positive identification may be required when using this Certificate toward the purchase of a ticketUnited is not liable for loss, theft or unintended use of this Certificate by a person other than the original recipient.United's Contract of Carriage applies to all travel on United Airlines and United Express. I hope your next flight earns a more positive reviewWe look forward to a future opportunity to provide the service you deserve Regards, Ms***Corporate Customer CareUnited Airlines***

Dear Dr***:The Revdex.com has forwarded your correspondence to my attention for response. We appreciate this additional opportunity to address your concernsI want to express our sincerest apologies for the many inconveniences that you endured with our cheagent at
Chengdu. We truly appreciate you taking the time to point out the issues that you encountered as we work hard to correct problems brought to our attention. We understand how disappointing this was for you and we apologize for the factors that contributed to your overall dissatisfaction. Although we can't undo what you experienced, we can work to correct it. Your feedback and experience has been recorded and will be reviewed and addressed internally. I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously.As a gesture of goodwill I will be sending you a $Electronic Travel Certificate for the inconvenience. You will receive this within business days via email.We at United apologize for the inconvenience and thank you for bringing this to our attention. Your business and satisfaction does matter to us.Regards, *** ***Corporate Customer CareCase: ***

December 2, The Revdex.com has forwarded your correspondence to my attentionI'm sorry you're disappointed in our feesTo explain, 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 availableIn looking at your ticket, I see that it was purchased as non-refundable and any change to that travel would incur a change fee 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 restrictionsDue to any confusion, I would like to help make this rightI have sent both you and *** ** an Electronic Travel Certificate in the full amount of the ticketsThe certificates will arrive via email within a few business days We appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight Kind Regards, *** *** Corporate Customer Care Case *** Tell us why here

Thanks so much Dana, you have been extremely helpful! Just to reiterate the names and emails of those affected: *** *** ***
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I'd also like to see if those of us still going through Chicago can be change to a different non-direct flight. The reason being it saves us hrs travel time and I also feel much more comfortable going through Florida rather than Chicago. That way, worse case (flight issues) we could still get to key west by driving. The flight we would like to change to is as follows (for only Myself, Christine, Cara, Diana, Alyssa, Melissa, Kelly - the rest were put on the other direct from the get go)Please let me know and thank you again for your help!!Nicole ***

Revdex.com:Julie, I understand that it was documented to waive the fee, but you see they disregarded that instructive and charged me the $fee. At this juncture, I've received both refunds, as well as the $travel certificate.Thank you for your help with matter :)
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Alexis ***

Dear Mrand Ms***: I am sorry for the delay in resolving this issue This morning I asked MileagePlus to look again to the back of this ticket and your miles and charges were refunded It took a second look for MP to see that they had to release the ticket
from *** C***da's control first to be able to accomplish the process, but it's all done In a couple of days you will see the redeposit and refund of all charges As a gesture of sincere apologies to the delay and inconvenience I am sending you both $electronic travel certificates for future travel This will come to you in about hours attached to an email Let me know if I can be of any future assistance to you Please know that your business and goodwill are never taken for granted, and we will continue to work hard to earn your support. We appreciate your email and look forward to welcoming you on board again soon. Best regards, *** *** United Corporate Customer Care ***@united.com U N I T E D | Grand Plaza Drive | Houston, Texas | USA *** | ***.***@united.com