United Airlines

Dear Mr***:I received your response from the Revdex.com that you have rejected the response I provided them, stating that you were provided a $travel certificate for the damaged luggage since you did not request that the luggage be replaced at the airport due to the damageI am contacting the Revdex.com back to let them know that you have to return the luggage back to the airport, and since you did not that is why the agent over the email provided the $travel certificate since you did not request assistance at the airport to show that United damaged his bagThe bag can not be replaced with a pictureWe are sorry for the inconvenience of you being a single dad having to take your children back to the airport, but you have to present the damaged luggage to the airport for it to be replaced.Regards,Lisa ***Corporate Customer CareCase#

Dear Mr***: I am responding to your additional communication submitted to the Revdex.com.I'm sorry you are disappointed with our previous responseIt may be helpful to know that our primary responsibility in Customer Care is to acknowledge our customers concerns, apologize for any disservice that may have taken place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and proceduresWhen appropriate we may offer a goodwill token in the form of mileage or a travel certificateWhile I realize you may not feel the gesture of a $travel certificate is meaningful given the circumstances, I hope you will accept it in the spirit it was intendedAgain, we apologize for the inconvenience you experienced and regret the negative impression that was createdWe appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie ***Corporate Customer CareCase ID:***

Complaint:
I am rejecting this response because:Thanks for your responseI'm fine with the $travel certificate which you originally offered If u could extend its validity to more than one year , I would really appreciate itThanks
Sincerely,
Ashish ***

Initial Business Response /* (1000, 5, 2015/09/29) */
Dear 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 your non-refundable ticketI have copied
the response from our Refunds Department below
Best regards,
***
Corporate Customer Care
Revdex.com ***
September 29,
PASSENGER: *** XXXXXXXXXXXXX
REQUEST ID: XXXXXXXX
Dear ***
Thank you for contacting Customer Refund Services regarding the above referenced ticket
The ticket you are inquiring about is non-refundable; therefore, we cannot issue a refundThe ticket is 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, plus the applicable reissue fee when the new ticket is issuedThe reservation must be canceled or reissued before the scheduled day of travelIf this reservation has not been canceled or to make a new reservation, please call X-XXX-XXX-XXXX or visit our website at www.United.comIf we can be of further assistance, please contact one of our Customer Service Representatives
Thank you for choosing United Airlines
Sincerely,
Customer Refund Services
www.united.com/web/en-us/content/reservations/refunds
FAX: XXX-XXX-XXXX

Dear Mr***:My apologies for the inconveniences you have expressed.I see two of my colleagues, Mr*** and Mr*** are currently working with you in addressing your issue and trust they will resolve your concerns to your satisfactionWe'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 you again soon.Regards, *** ***Corporate Customer CareCase: ***

Dear Ms***: Your correspondence addressed to the Revdex.com has been forwarded to my attention for review. Please accept my apologies, along with those previously extended by my colleague Ms***, for the disappointment you have expressed regarding your status as a MileagePlus member. Regrettably, the spousal benefits you received as a Premier Gold, Million *** member do not carry over after the death of your husband. We recognize we have many complicated rules and processes. We agree some are difficult to understand, and we often review our policies. So, your comments are important and helpful. While I can't undo the circumstances you are disappointed with, I commit to you that United is dedicated to providing you the service you expect.Ms***, your comments indicate that we must remain focused on customer service so we may continue as your global carrier of choice. It is always a privilege to serve you and we look forward to our next opportunity to welcome you aboard. Best regards, *** *** ***Corporate Customer CareRevdex.com***Case ID: ***

Dear Ms***: I regret you were disappointed when your request for a refund or waiver of the change fee is denied in this case Our records indicate this ticket was purchased online, which you accepted the terms and penalties associated with making changes to ticket If
your ticket allows changes, you have one full year from the date the original ticket was issued to reschedule your travel plans without losing that ticket's value Change fees and any applicable difference in fare will apply to the new itinerary Tickets must be reissued within one year of the date the original ticket was issuedWe understand things beyond your control may come up; we offer more expensive tickets that allow flexibility. We appreciate your business and look forward to welcoming you on board a future United Airlines flightKind Regards, *** *** Corporate Customer Care Case ID ***

Dear Ms**:I am responding to your communication submitted to the Revdex.com.It may be helpful to know that our primary responsibility in Customer Care is to acknowledge our customers past date travel concerns, apologize for any disservice that may have taken place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and proceduresWhen appropriate we may offer a goodwill gesture in the form of a travel certificate or mileagePlease be advised goodwill offerings are not intended to replace your inconveniences dollar-for-dollar, it is a simple gesture to show our concern and, in some way, offset the cost of a negative travel experience.As previously communicated, reimbursement consideration for lost or damaged items must be handled by our Baggage Resolution CenterOnce a claim form has been filled out and submitted to our Baggage Resolution, it takes approximately weeks to review itIf you have additional questions about this process or to check on the status of your claim, please contact our Baggage Resolution Center at 1-800-335-or local (Houston)1-281-821-3526. We appreciate your business and look forward to welcoming you on board a future United Airlines flgiht Regards,Julie ***Corporate Customer CareCase ID: ***

Dear Mr***:We are responding to your complaint filed with the Revdex.com.I'm so sorry to learn of the actions of my colleagues especially after you were already inconvenienced with changes to your flightWhat you described isn't our commitment to providing exceptional customer
serviceYou should expect our employees to treat you with dignity and respect, maintaining friendly, professional service at all timesWe expect the same from our representatives, as its part of our cultureI assure you that your comments are taken seriously and will help us address the issueWe know your time is valuable and never intended for your flight to be delayedI can only imagine your disappointmentI'm sending you an Electronic Travel Certificate, as we want to serve your future travel needsIt will arrive in a few business daysI'll also send on your feedbackUnited works hard to run an on-time airline; however, unforeseen events sometimes challenge usI'm sorry this happened with your flightIn the future, we'll try harder to meet your expectations.Mr***, as a MileagePlus member your satisfaction is important to usIt is an honor to serve youWith kindest regards, *** ***Corporate Customer CareCase: ***Tell us why here

Dear Mr***:I am responding to your complaint filed with the Revdex.com.I'm sorry our flight didn't operate as scheduled on February and that you incurred expenses as a result. I can certainly understand your need to get to your destination and regret the alternative flights
didn't work for youWhile we typically don't provide reimbursement in these situations, we will refund the unused segment of your ticketI apologize for any misinformation received.I submitted a request to our Refunds Department and they have processed a refund of $back to the original form of paymentYou should receive a confirmation email from themYour refund 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.aspxI recognize you incurred additional expense and I want to help make things rightI will send you a $Electronic Travel Certificate to help offset your expenseYou'll receive the certificate in a separate email within a few days. We do appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with UnitedRegards,Dayna ***Corporate Customer CareCase ID: ***

Complaint: ***
I am rejecting this response because:
I already previously submitted a refund request (reference number: ***) for this issue at the direction of the United customer service team which was ultimately rejected by the United refund department. If after going through this same process again the refund department actually refunds my money, then I will change my response to accept. However, I only had a limited time to accept or deny the response and the refund process takes longer than the response window allocated by the Revdex.com. Being that I was twice previously told by a United representative that my money would be refunded, I do not have confidence it will happen this time and need to actually see the refund come through in order to accept this. Thank you for your attention to this matter. Sincerely,
Timothy ***

Dear Mrs***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concern regarding the two tickets you purchased online through ***Please understand that any changes or ticket refunds
need to be made through the original booking source. As such, this matter needs to be addressed by the booking source which is *** in this case. Our records reflect that you contacted United Refunds, and they advised you that you need to follow up directly with the booking source, as well. We have provided a copy of the email which was sent to you April 18, 2016, from United Refunds for your records; the email follows this reply. If you wish to pursue this matter, you will need to follow up directly with ***. Thank you for your support as a MileagePlus member, Mrs***. We look forward to continue serving your travel needsSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID *** April 18, PASSENGER: ***/*** TICKET(S): REQUEST ID: *** Dear *** ***: Thank you for contacting United Refunds regarding the above referenced ticketOur records indicate that the fare purchased is a highly restricted travel agency fareAll refund claims must be directed through the contracted agencyPlease contact the travel agency where you purchased the ticket to claim any refund dueThank you for choosing United AirlinesWe appreciate your businessSincerely, United Refunds

Dear Mrs***: I have retrieved your tickets and do see that your reservation was modified and not refunded. The redeposit fee for the mileage was shown as $per personI have requested the reservation to be refunded in full along with the seat purchases. Please allow up to
business days for the mileage to be reflected back into the MileagePlus account and the payment process as refunded back to your original payment.Travel insurance is not handled through United Airlines. If United did not refund the tickets, you would then contact your travel insurance company.United Airlines does appreciate your business and we look forward to serving you and your husband when he is able to travel.Regards,Sheila ***Corporate Customer CareCase ***

Complaint: ***
I am rejecting this response because: United is refunding me for the ticket they impeded me from using not the (three times more expensive) ticket they forced me to buy due to their mistakeHaving the chargeback approved by the bank does not change the fact that I had to buy an additional ticket of $because I was not made aware my ticket had been made unavailable until I arrived at the airportIf United had not made my ticket unavailable, traveling that day would have cost me around $(including the exchange fee and addition due to the higher rate- $for the original ticket + $exchange fee plus higher rate), instead I paid a total of approximately $($for the original ticket + $for the second ticket)United is proposing to refund me less than $What about the additional $that I paid? Even if they took out the exchange + higher rate charge of approximately $which I agreed to it would still arrive at approximately $total and I paid instead $for itIf United had not made a charge to my credit card I did not authorize; if they had not advise me to dispute this incorrect charge; if they had been transparent and shown a problem with my ticket rather than repeatedly telling me it was confirmed (to the point of sending me an email asking if I wanted to check in earlier), I would not have had the emotional and financial injury they caused me and now refuse to own up toI want them to refund me the ticket they forced me to buyAnything below the exceeding value (approximately $800) that I had to pay due to United's negligence and incompetence is a insult to me and other clients that deal with this companyI want the company to own up to their mistake rather than pretending I was at fault during this transaction
Sincerely,
Alice ***

Complaint: ***
I am rejecting this response because:See previous correspondence
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11100358, and find that this resolution is satisfactory to me
Sincerely,
Tao ***

Dear Ms***:I sincerely apologize that your luggage was damaged as you have stated in your complaint. I will need some information from you in order to better service you.When a passenger arrives at their final destination and claims their baggage, if the passenger sees that the baggage is
damaged, the passenger must take the bag immediately to the baggage office at the airport that they arrived in for inspection. You are stating in your email that you called and filed a "damaged baggage claim" claim two hours after arrival. I have used your name and email trying to locate a case file between you and United Airlines Baggage Resolution and I have not been able to find one. The information that I am needing from you is your claim number or case number as well as your ticket number and the flight numbers that you were traveling on including dates.Once I have the information from you I will be able to assist you. I regret that you feel that you have been getting a runaround and unacceptable solutions. I am disappointed in hearing that you believe that the customer service is a joke as that is never our intent. While we do have policies that we must adhere to, we strive to service our passengers with dignity and respect at all times.United Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards,*** ***Corporate Customer CareCase ***

March 15, Dear Mr***: The Revdex.com has forwarded your response to our attentionWe regret you are disappointed in our reply The purchase of a MileagePlus Upgrade Award is not the same as purchasing a Business/First Class ticketIn my previous response, I referenced the information published on our website regarding MileagePlus Upgrade AwardsFor your convenience, I have included a portion of the information below, which is agreed upon when purchasing the MileagePlus Upgrade Award; Home > MileagePlus program > Use award miles > Upgrades overview > MileagePlus Upgrade Awards Award availability You may receive confirmation of your MileagePlus Upgrade Award as early as the time of your requestHowever, these awards are subject to capacity control and may not always be immediately availableUpgrade availability can change as conditions change, so we encourage you to request an upgrade even if one is not currently availableMileage payment and any applicable co-pay will be due at the time of your request, and if an upgrade is not immediately available, you will be placed on a waitlistIf upgrade seats open up, we will make them available to customers on the upgrade waitlistIf none of your flights are upgraded, then we will automatically refund the miles, co-pay and any taxes you paidMr***, this is just a portion of information available on our websiteAlso available on the same page are facts, and Terms and ConditionsI do hope you this information helps to clarify your purchase Thank you for this opportunity to respond to your concerns Regards, Judith *** Corporate Customer Care Case *** Tell us why here

Dear Mr*** Please know in reviewing the tickets you purchased, these were non refundable tickets Prior to purchasing your tickets on line, you will be required to check a box if you agree to the terms and conditions of the ticket you are purchasingBy checking
the box you then agree to the terms and conditions of Uniteds Contract of Carriage, which is viewable at United.com If you elect not to check the box, then you would have not been able to purchase these tickets, as they are non refundable Please also know these tickets may be exchanged for future travel, with a change fee, and any difference in fare that is applicableHowever, these tickets must be exchanged prior to December 29, to be validAfter this time, the tickets retain zero value In an effort to please our leisure travel market, United Airlines offers excursion fares to all of our worldwide destinationsThese discounted tickets have a few restrictions, such as: Advance purchase requirements Capacity restrictions Fees for modifications Minimum and maximum stay requirements You will find that United Airlines is competitive with other carriers in these areasUnrestricted tickets are also available upon requestAlthough more costly, an unrestricted ticket may offer a greater degree of flexibility As a Mileage Plus member, we appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, *** *** Corporate Customer Care Case ***

Dear Mr***:Thank you for taking my call today. Again, I apologize for the mwith your Mileage Plus account that prompted you to contact the Revdex.com. As we discussed, the account has been reactivated and the 49,miles have been restored. I am also
requesting that an additional 5,goodwill miles be deposited as gesture of our concern. Please allow 7-days for the miles to postI appreciate your understanding and wish you and your family a very happy and healthy holiday season!Best regards,*** *** ***
Corporate Customer CareRevdex.com ***Case ID: ***