United Airlines

February 23, Dear Ms***: We apologize for any inconvenience you experienced as a result of our flight interruptionSituations like these can be stressful for all involvedHow we handle irregular operations is at least as important as how we interact with our customers when things
are going wellDuring any type of a flight interruption, our agents will do their best to protect you on alternate travelUnfortunately this may not be as soon as you might like, however, we offer the quickest options available Our records indicate that an airport supervisor was called for assistanceA refund was requested for you due to the inability to assist you to your satisfaction while at the Los Angeles airportRegrettably, we are unable to honor your request of reimbursement for any extra expenses you may have incurredAny refund due for the unused portion of travel will be processed back to the original form of payment We appreciate your business and hope to see you aboard a future United Airlines flight Regards, Judith *** Corporate Customer Care Case

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12558499, and find that this resolution is satisfactory to me
Sincerely,
Muhammad ***

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,
Joseph ***

Complaint: ***
I am rejecting this response because: united still didn't offer to compensate for their system error, their records are not correct and the resolution provided is not acceptable
Sincerely,
*** ***

Dear Ms***-***:I am responding to your communication submitted to the Revdex.com.Thank you for taking the time to express your concerns about our non-refundable ticket policyAs part of the ticket's rules, there is a minimum processing fee of $for any changesApart from that
fee, customers may also have to pay for any price difference if the same discount isn't availableThe terms and conditions of our tickets are disclosed and must be agreed to by our customers before the reservation can be finalizedStill, I understand your disappointment and I'm sorry we let you downPlease note, for future reference and as a friendly fyi, during the first hours, customers do have the opportunity to review the information and contact us for any necessary changesAs long as the tickets were purchased united.com or United Reservations, customers may be eligible for a waiver of changes/fees, or a refund, under our 24-hour flexible policyAlthough we are unable to fulfill your request for a refund, please know we do value our customers’ feedback, and believe that constructive criticism is a key resource in helping us to evaluate our policies and improve our service and we thank you for sharing yours As always, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie ***Corporate Customer CareCase ID:***

Initial Business Response /* (1000, 5, 2015/08/20) */
Dear Ms***
I have forward a request to the refund department documenting why you are requesting this refund( computer malfunction) Please allow 7-business days for a response
You may refer to refund file:
XXXXXXXX
My apology for any inconvenience
Regards,
***
Corporate Customer Care
Case XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
We are very satisfied with the resultsThe Revdex.com has lived up to its fine reputation of resolving issues with businesses
Thank you,
***

Dear Mr***:I'm sorry we canceled your flight on June 2017. I understand your disappointment that the *** Airlines flight you were rebooked on was canceled as well, and you were rebooked for the following day. I also apologize you did not receive the help you expected or
deserved at the Phoenix Airport during this stressful time. I can see how it inconvenienced youI'm sending you a $Electronic Travel Certificate, which should arrive via email in the next few business daysThere are times when safety becomes a concernWe make sure any issues are resolved before we departAt times, this could result in the flight getting canceledOnce again, I apologize for the interruptions to your plans. Thank you for your business and loyaltyWe look forward to offering you a better travel experience on your next United flight.Regards, Susan ***Corporate Customer CareCase: ***

Dear Ms***: I am responding to your communication submitted to the Revdex.com. Please allow me to add my apologies to those already extended by my colleague for the inconvenience you and Mr*** experienced on your flight to Los Angeles. As a tangible
expression of our regrets, we offered a $travel certificate and 10,bonus milesPlease understand that unless you were re-accommodated to the economy cabin, a refund of your ticket/miles can not be issuedI realize this is not the response you were hoping for and I'm sorry for disappointing you. Ms***, while we do support the previous goodwill offerings, in an effort to bring this matter to an amiable conclusion, we will increase the travel certificates from $to $The original travel certificate(s) have been voided and the new ones will be delivered separately via email within the next business days. Of course if you prefer 25,bonus miles vs the $travel certificate, please let us know and we will process the exchange. As MileagePlus customers, we consider it a privilege to serve you as your preferred airline and look forward to the opportunity to see you on board again soonI truly hope your next trip with us provides the seamless customer experience you deserve. As always, thank you for choosing United Airlines. Kindest Regards, Julie ***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 not what I request, but a satisfactory resolution to this incident.
Sincerely,
Angela ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11604426, and find that this resolution is satisfactory to me
Sincerely,
Nancy ***

Dear Ms***:I have retrieved each confirmation number and do see that both tickets were refunded. I then viewed our refund database and again the refunds were processed. ***/ALI 1.*UA 02MARV EWRPBI REFUNDED 1P ***/ALISON CPN REFUNDED ***
***/ALI UA 04MARQ PBIEWR REFUNDED 1P ***/ALISON CPN REFUNDED ***It does sometimes take up to business days or longer to see the credit back on the original form of payment.Regards,Sheila ***Corporate Customer CareCase ***

Initial Business Response /* (1000, 5, 2015/07/27) */
Dear Ms***
I am responding to your communication sent through the Revdex.com
I am sorry for any misunderstanding, but UAwas cancelled due to weather on February 22, Therefore, I was concerned to learn you had to
spend the night at the airport because your flight was canceled due to inclement weatherWe understand the added travel time and expense of overnight staysWhile United does not cover expenses in weather situations, our airport co-workers do all possible to minimize the inconvenience
Please be assured we will make every effort to leave you with a better impression when we have the privilege of serving you againI ask that you accept my apology and allow us that opportunity
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
***
Corporate Customer Care
***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OkVery niceNever expect me or any of my family members to book United ever againEven if DIA is your hub, there are many others that fly DenverDelta is much better than you, for example

Dear Ms***: Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies along with those already extended by my colleague for the disappointing travel experience you had with us on December 4, 2015. I was sorry to
learn of the flight delay that caused you to miss your connection to San Diego. Your request for a refund of your ticket is appreciated. However, transportation has been provided so the ticket has no value. The $electronic travel certificates previously offered were not intended to compensate you for your poor experience or to put a value on your disappointment. Rather, they were intended to provide you with a chance to experience United’s service with the hope of restoring your confidence. While I regret that it has not been successful to date, I hope you will come to reconsider the gesture in a more favorable light in due timeDespite the negative experience, your business is important to UnitedWe're committed to meeting your expectations, and we'll do our utmost to make your future contacts with United satisfactory in every respectBest regards, Mary Beth *** Corporate Customer Care Revdex.comCase ID: ***

Dear Mr***: Please accept my personal apology on behalf of United Airlines for your very poor customer service experience in regards to your damaged bag Although, we do offer our Premier members perks; we value all our patrons and should extend compassion, empathy, and equal
concern for all. Please be assured I will contact our Baggage Resolution Supervisor and the station manager to clarify our common purpose to serve all our customers with the best intentions In the meantime, I am sending you a $electronic travel certificate to help offset the cost of replacing or repairing your bag Thank you for making us aware of the situation and for the opportunity to assist youI hope that our next opportunity to serve you will earn a more favorable review Sincerely, *** *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Mr***: Thank you for contacting United Customer Care again. We are sorry you were dissatisfied with our response and goodwill gesture. We have reviewed your request and support our original correspondence. While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated. Our gesture was meant to address this issue uniformly and fairly for all our passengers. While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel. We hope you accept it in the spirit in which it was given and that we can move on in our business relationship. Regardless, we’re always glad to hear from our MileagePlus Silver members and thank you for your time and patience regarding this matter. Regards, LeMarkus ***Corporate Customer CareCase:

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 the Mileage Plus promotion that was offered to you. I am sorry that your attempt to
register for the promotion in May failed. Our records indicate that you registered for the promotion on July 26, 2016. Your request for mileage for flights taken before this date is appreciatedHowever, we are only able to credit your account with bonus miles for flights taken after the enrollment period of July 26, I appreciate your understanding.Mr***, I recognize that this is not the answer that you had been hoping for, but your feedback on this policy is very important and valued. Our leadership team routinely reviews business policies that negatively impact our customer's perception, and on many occasions has resulted in us making changes that benefit you, our customer.Best regards, *** *** ***Corporate Customer Care***Case ID: ***

November 30, 2015Dear *** ***We appreciate the time you have taken to contact us
againOn behalf of United, I am sorry to learn of your continued
disappointment.We
ask for your understanding that our responsibility in Customer Care is to
apologize for any disservice that took place, report to the appropriate
management for future improvements in those areas and provide relevant
information about our policies and procedures.While I am sorry to learn of your disappointment and
understand that you did not find my previous correspondence satisfactory, it is
important for you to know that our ticket policy cannot be compromised in
equitable fairness to others whom have requested similar exceptions.The
fare you purchased at the Burbank, CA airport on July 25, was based on a
round trip discounted ticket which is a non-refundable ticketSince, you did
not use the return portion of the ticket, no refund is dueAs stated in my
previous correspondence; out of courtesy to you, I made a once time exception and
waived the $change feeHowever, we are unable to grant your request to
reimburse you for the unused portion of the ticketTickets are valid one
year from the original issue dateYour ticket was originally issued on July
25, 2015, so it must be reissued on or before July 25, Thank you for your patience and understandingI
realize this is not the response you were anticipating and I'm sorry for
disappointing you*** *** your
business and support is appreciatedWe look forward to welcoming you aboard a
future United Airlines flight.Regards,*** *** ***Corporate Customer CareUnited AirlinesUAL: ***Revdex.com: ***

Complaint: ***
I am rejecting this response because:
nothing was resolvedThe response given is already information I already knew The point is information is in black and white for all consumers/members to see Something needs to change in your explanation/description of the details of your program I am sure I not the only one who has experienced a problem If customer satisfaction is important to you, as well as their input, something needs to be done Furthermore, your employees should all be on the same page when they are trained I talked to several of your employees and each one had a diffe***t answer and some were even made up Thank you for your attention and response to this situation
Sincerely,
*** ***

Dear Mr***:I am responding to the additional information you forwarded to the Revdex.com. I'm sorry you feel my resolution didn't meet your expectations.I've taken care of your refund request for the $bag fee. Please allow up to business days for processingOur United Refunds team will send you an update when your request has been finalized. Your 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.aspx I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.Regards, Susan ***Corporate Customer CareCase: ***

February 22, 2017 Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your travel experience on February 12, Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf
of United Airlines I’m so very sorry to learn your luggage was delay for nearly two weeksI can only imagine how frustrating and upsetting that must have been. I know this wasn't how you planned to spend your time away, and I truly regret this happened to you I understand your request for a refund of your ticket; however, as transportation was provided and your return is scheduled for March 3rd, we are unable to honor your requestHowever, as a gesture of goodwill with sincere apologies, I have authorized a $Electronic Travel Certificate for you. The certificate will be sent in a separate email within 3-business days In addition, I have contacted our Baggage Resolution Center (BRC) on your behalf, as they handle all baggage related concernsThey'll be happy to assist with reviewing any interim expense you may haveYou'll need to download and complete the delayed baggage claim form for reimbursement considerationPlease also reference PIR Number MNLCXI've included the link below, which includes complete directions and lists the items needed, so our BRC team can review your caseI recommend keeping copies of the completed claim form and receipts for your records http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx Mr***, we again apologize for the inconveniences we've caused. We appreciate your business and loyalty as a Premier Gold member of our MileagePlus program, and we'll look forward to better serving you for your upcoming travels home Kind regards, Nancy *** Corporate Customer Care ***