United Airlines

Complaint: ***
I am rejecting this response because: Firstly, thank you for that Compassionate responseI understand that when I missed the boarding they could not open the gate againMy biggest complaint, however, is the fact that on the day of travel, when these issues arose and I was asking about my alternatives with customer service over the phone, instead of offering help, they stated the company policy would further worsen my situation instead of helpingThey stated my ticket from Denver to Dickinson would also be cancelled, even if I somehow made it Denver via an alternate flight that I might purchase emergentlyThis was not very compassionate, nor do I believe this was ethical on the company's partThe ticket cost hundreds of dollars had been paid for in full, but you threatened to not even allow me to use it in part if I should miss the first portion of the itinerary through no fault of my ownTherefore I cannot accept this small token of good faith now when none was offered when it was needed.
Sincerely,
*** ***

Dear Mrs***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for any overcharge that may have occurred during the ticketing process via our website I have reviewed the ticket details you
have provided and I am unable to locate the $you are referring toPer confirmation F41KEQ, for yourself and Gary ***, traveling roundtrip from Houston to Las Vegas, on May 25-28, shows you were charged a fare of $each I would be happy to help you; however, I need more informationPlease provide the 13-digit number starting with associated with the additional charges you are referring toThis transaction number can be found in the description field of your credit or debit card statement We appreciate your business as a valued Mileage Plus member and I look forward to your reply Regards,
*** Sams Corporate Customer Care Case:***

Dear Mr***:
I am responding to your latest communication sent through the Revdex.com
As your charge was voided, your transaction was as it never took place; if you believe you were charged and it is still on your online credit card statement; please provide us with a snapshot of this charged on your statement
We appreciate this opportunity to respond and look forward to serving you
Regards, Lilia ***Corporate Customer Care&

Complaint: ***
I am rejecting this response because:Dear Ms***,I would like to move forward with resolving thisAt this point, however, I question whether you are similarly motivated -- you are now simply repeating the same message and have repeatedly declined requests to have colleagues review your handling of this caseThis makes me question whether resolving this with you is possible at allSo I shall ask again, please forward this case on to your supervisor so that we can move forward with a resolution
Sincerely,
*** ***

Dear Mr***:The Revdex.com has forwarded your correspondence to my attention, and I appreciate the opportunity to revisit your concerns.Our records show that duplicate compensation was issued to Mr*** and Mr*** for the problems experienced on our flight
UA on January 17, We will extend the same courtesy to youand you will receive an additional $travel certificate via e-mail in about business days.We look forward to welcoming you onboard again soonRegards,Gisela ***Corporate Customer CareCase:

February 08, Dear Mr& Mrs***: I am responding to a correspondence received from the Revdex.comI sincerely regret the circumstances described in your letterPlease accept my apologies that we did not serve you and your family better on January 19, onboard UA
from Atlanta, GA to New York/Newark, NJ airportWe realize that at times we are not doing as well as we should be in assisting our customers and we have no excuse for the poor treatment you report We're concerned when our customers tell us that we could have demonstrated more attention to their individual needsWe regret the disappointment you’ve expressed and appreciate your taking time to comment on your experienceLet me assure you we take this sort of situation very seriouslyAccordingly, your report of unsatisfactory behavior has been given to the responsible Inflight Crew Manager for thorough review with the staff involved and internal handlingOur intention is to only employ a workforce who has the best attitude and aptitude to provide excellent customer service We realize you select an airline based on its quality of servicePlease know that your candid comments will help us improve our efforts to continually meet your expectations Our past date records confirms your tickets were used; therefore, we are unable to honor your request to refund your ticketsFurther investigation indicates, you and your wife, MsRebecca *** *** were in contact with our Customer Care Department and as a gesture of concern each of you received a $electronic travel certificatesIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near futurePlease understand United carefully reviews our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factorsAnd, while I understand you do not feel the gesture is meaningful given your circumstances, we must respectfully decline your request for additional compensationI hope you will accept our gesture in the spirit in which was intended Mr***, as a MileagePlus member, we understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you againPlease accept our apology and allow us that opportunity Regards, MrsElizabeth *** Corporate Customer Care United Airlines UAL: Revdex.com:

Initial Business Response /* (1000, 5, 2015/10/14) */
Dear Mr***
I am responding to your correspondence sent through the Revdex.com
I am sorry to hear about the medical circumstances that prevented you from traveling as scheduled in August of
We understand travel
plans change when serious illness befalls the traveler, traveling companion, or immediate family member
Most tickets require a change fee for reissue; however, in cases of serious illness, United may be able to refund the change fee or ticket (less $processing fee), upon receipt of proper documentationYou will be required to pay the applicable change fee when you schedule the new datesOnce the change has been completed, you may submit your request to our refund department
I apologize for any miscommunication you report when you called and were reassured that the miles would be re-credited to your account
Our records indicate that you spoke with a MileagePlus Service Director, ***, on October and she has authorized an exception to
re-credit the 60,miles and refund the $in taxes for your award ticket (XXXXXXXXXXXXX)Please submit the medical documentation
to MileagePlus by October 31, so the refund for your reservation (Confirmation CEZ50H) can be processed
Mr.***, we appreciate your support as a valued MileagePlus member and welcome the opportunity to better serve your future travel needs
Kind Regards,
*** ***
Corporate Customer Care
Case XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid the $to put the miles back into my accountHad you trained your people better this would not be happeningWhen I cancelled this flight instead of telling me the miles would go back into my account "Check your next statement" you should've given me the opportunity to pay the feeTHIS IS THE ENTIRE ISSUE AND YOU ARE RESPONSIBLEThe Same thing goes for more occasions when your customer service said the miles would be put back into my accountYour customer service deptnever not time mentioned anything about any feesThis is atrocious management and lack of training
I paid you $plus the 61,miles to book the ticketSo now it's cost me $for a flight I did not take and cancelled well in advanceYou should've refunded the $and/or taken care of the mileage and you did not because your people had no idea what to do
Your customer service can't find any records of how much money was paid for the ticketReally? When I call in they have no notes of our ongoing communication and they are asking me "Why are you calling in a year later?"
I have picked up small claims court documentsI spent hours pulling up phone bills that showed where I called inManagement should be held accountable for this horror of an experienceI am a plus year customer that you just lost because of your lack of service and recordsCalling in times and telling me the same thing over and over is unacceptableNot being able to locate funds paid and offer to reimburse for the money paid and the mileage is ludicrousHaving to spend hours on something like this because your management and customer service is inept is unacceptableLet's have you pay your lawyers to go to court now since you are completely inept to take care of your long term customers
I am holding someone there accountableI have cancelled all my sales reps United cards and all of them will now be flying SouthwestI know several people that are United employees and they can't even believe this debacle
If you choose not to credit the $dollars I will file a chargeback.....Please respond so I can tke further action
Final Business Response /* (4000, 9, 2015/10/23) */
Dear Mr***
I am responding to your additional correspondence forwarded to us from the Revdex.com in regards to award ticket for August 18, travel to Germany
The events you described are not reflective of our commitment to providing our customers the highest level of serviceI am very sorry this was your experience of the services received when you spoke with our representatives and regret that it has prompted you to cancel your sales reps United cards
Our records indicated that you spoke with a MileagePlus representative on October 19, and paid the $recredit feeThe 60,miles were recredited to your accountYour award ticket (XXXXXXXXXXXXX)
was issued on July 4, and you had one year from the date of issue to use the ticket or pay a re-credit fee to redeposit the milesWhen tickets are not used within the validity period, the tickets are archived and are no longer available in our reservation systemA refund of the taxes cannot be processed from an expired ticketWe can issue a $reimbursement check or a $electronic travel certificatePlease consider the options to advise of your preference
Mr,***, we realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again
Kind Regards,
*** ***
Corporate Customer Care
Case XXXXXXX
Final Consumer Response /* (2000, 11, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept your offer for the $certificate which should have been more like $The $could have been charged backLET ME MAKE THIS CLEARYour management is not training anyoneYour customer service is horribleNo one ever had any information and I was always given the wrong informationTheres no excuse for customer agents telling me the miles would be back in my account to please check my next statementTheres no excuse for no one knowing what when where or how much has been paid and I find this to be a huge failure with your company

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry for your disappointing travel experience on January 15, 2018. Our records reflect that you already contacted the Customer Care Department concerning this same
experience, and I would like to reassure you that your helpful feedback has been shared with our Airport Operations and Customer Service teams so that we may evaluate and improve our serviceAnd I understand you were provided with an electronic travel certificate as a goodwill gesture, and I do hope you will utilize the certificate toward a future ticket purchase with UnitedThank you for your support as a Premier Platinum MileagePlus member, Mr***. We look forward to providing you with a more seamless travel experience. Sincerely, Suzanne *** Corporate Customer Care United Airlines Case ID *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is semi satisfactory to me
I was hoping for a bit more compensation, but I see that you won't bend more, so I will settle for less than I deserveI am hoping I can add the mileage for my actual flight to this goodwill amountIf you can help me out with that I would appreciate it.I would also appreciate if you can update me how you will take care of the matter of placing a male between nursing female womenA bit of modesty would be kindly appreciated
Sincerely,
Fraydel ***

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize for any misunderstanding regarding the booking process. Our United Reservations representatives can process a request for travel with a ***
*** partner; however, it may take up to hours to obtain confirmation from the other airline that seats are available for purchase. Please understand air fares are not guaranteed until a ticket is actually issued. You should follow up with Reservations to confirm reservations and ticket the reservations when flying on a *** *** partner. If a ticket is not issued within that time frame, then the system will automatically cancel the reservation request Thank you for allowing me to clarify the matter. I hope this information is helpful when planning future travel Sincerely, Suzanne *** Corporate Customer Care United Airlines Case ID *** Tell us why here

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,
Gurvinder ***

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your father’s travel experience with us on January 21, We are sorry to learn about the difficulties your
father experienced with printing his boarding pass at the airport and boarding the flight with his carbaggage. Our goal is to create a positive experience with every customer interaction, and we do appreciate your taking the time to let us know about the manner in which the Customer Service representative and flight attendant handled his requests for assistance. The customer’s interactions with our Customer Service representatives and flight attendants should be professional and pleasant, and our Mumbai Customer Service and Inflight Services management will truly benefit from your father’s feedbackWith regard to your father’s disappointment concerning our checked baggage policy, a ticket price includes one piece of carbaggage and one (small) personal item, free of charge. We ask that the customer’s carbag fit in the overhead bin or below the seat in front of the customer. Some airports have displays in which the customer can check to see if the bag fits the required dimensions. If a customer plans on checking in his/her baggage, then the standard first and second checked bag fees will be collected when baggage is checked in at the airport. Checked baggage fee policies do vary for each airline so it is important to check with the carrier for that specific airline's policiesFor more details regarding United's checked baggage policy, we have provided the URL for your convenience: https://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx. Note that our website also features a checked baggage calculator which helps calculate the cost of checked baggage based on factors such as the traveler’s cabin class and/or MileagePlus frequent flyer status. And a review of your father’s itinerary reflects that Flight on January 21, 2016, departed minutes past the scheduled departure time, but arrived in Newark minutes early. And the connecting flight to Orlando arrived in Orlando minutes prior to the scheduled arrival time. On the other hand, Flight on November 2, 2015, was delayed; however, the delay was due to a late inbound arrival as a result of air traffic congestion which is beyond an airline’s controlWhile we cannot undo the circumstances your father experienced, we would like to present him with an electronic travel certificate as a gesture of our concern. The travel certificate can be used to help offset the cost of a future ticket purchase with us, and you will receive the electronic travel certificate under separate cover via email within 48-hours. We appreciate your father’s support as a MileagePlus member, and we look forward to continue serving his travel needsSincerely, Suzanne *** Corporate Customer Care United Airlines 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,
Claribel ***

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,
Morgan ***

Complaint: ***
I am rejecting this response because:I will not be traveling with United againI am still requesting a refund
Sincerely,
Orlando ***

Complaint: ***
I am rejecting this response because:Please ask United to indicate how many miles were deposited into my account
Sincerely,
Nalin ***

Initial Business Response /* (1000, 5, 2015/08/04) */
Dear Mr***
Thank you for contacting United Customer Care through the Revdex.com
We appreciate your inquiry and apologize for the long wait times being experienced when trying to contact United and the Refunds
departmentPlease contact Refunds directly via the webpage united.com/refunds and select Etkt refund in the Select Refund Type drop down menu and provide the necessary ticket informationYou may also copy and paste the brief narrative you provided us here so they can expedite consideration of your request
We thank you for your time and patience and hope to see you on a future United flight
Regards,
***
Corporate Customer Care
Case ID XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not accept this response as It will take 10-business days to have the request processed for reviewProper Business practices would be a phone conversation to handle the matters immediatelyI could dispute the transaction in a quicker time period to get a quicker response*** apologizes for the long wait but is asking me to wait an additional 10-days after processing my claim through the websiteWhere as if granted will take another 3-business days to post to my accountA full month or waiting

Dear Mr***:Your correspondence with the Revdex.com has been
forwarded to my attention for review.Please accept my apologies for the delay in processing your
claim for reimbursement of out of pocket expenses while you were without your
baggage. I was able to find your
claim
under MsAllison Jones. The claim form
was received but we did not get any receipts or banking information which is
required for international settlements. Our baggage claims analyst will be getting in touch with you to resolve
your claim. I appreciate your patience
and understanding. Mr***, your business is important to United and we
look forward to providing you with the service you expect and deserve.Best regards, *** *** ***Corporate Customer CareRevdex.com ***Case ID: ***

Dear Mr*** We're grateful you took the time to share your thoughts about the *** Credit Card United is focused on meeting your expectations and providing you with a positive experienceThis feedback about being rejected by *** for their credit card is beyond United's
control, but it helps us provide the information to *** Bank to improve their process. It should not matter how long you have been a MileagePlus Member to determine your approval of a credit card with Chase We appreciate your business and look forward to serving you on your next United flightRegards, *** ***Corporate Customer Care*** ***

Dear Mr***: This is the United Airlines response to your letter to the Revdex.com. We apologize for any inconvenience or disappointment with a mileage redepositIf you would kindly reply here with your Mileage Plus membership number and one of the dates of travel under
record ***, I will be glad to investigate this and respond hereI was not able to find your account and we always need a date to go with the confirmation number as our database is very largeI look forward to hearing from you at your earliest convenienceRegards, Eve *** Corporate Customer CareCase: ***