United Airlines

Dear Ms***:I regret we were unable to agree on a resolution.Since you spoke with Disability Specialist Michelle *** today (August 28), to avoid any confusion she will handle your case from this point forwardPlease refer all further queries to Ms***.While I was unable to speak with you please know the feedback was sent onOnce again, we'll use your comments to review our procedures with your point-of-view in mindWe'll also make every effort to leave a better impression the next time you give us the privilege of serving you and delivering the experience you deserve.We'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, James ***Corporate Customer CareCase: ***

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22,
Dear Mr***:
I'm responding to your correspondence addressed to the Revdex.com
Please accept my apologies for the situation that took place when you contacted us regarding your MileagePlus accountThe
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'm truly sorry that this situation took place
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
I have contacted our MileagePlus department on your behalf and they were able to locate your account information for meCurrently our records show that your miles will not expire until Nov30,
We offer many ways for our customers to keep their miles from expiringAs long as there is activity on your account, your miles will not expire for months from that last activity dateSome of the ways include flying with United Airlines or with one of our partner airlinesOr by using the credit card that is associated with your Mileage Plus accountAdditionally if you rent a car with a partner or stay at partner hotel, will credit points to your account and that will keep your miles from expiringAdditional information is available on our website at www.united.comFrom the home page, click on the top tab for MileagePlus
Mr***, I'm truly sorry that we were not able to assist you when contacted usI understand that you are requesting 10,miles due to this situationRegrettably, I'm not able to honor your request as compensation is not offered under these circumstancesYour understanding is appreciated
Thank you for bringing your concerns to our attention we look forward to seeing you on a future United Airlines flight
Regards,
*** ***
Corporate Customer Care
Case ID XXXXXXX
Revdex.com Case # XXXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks, but a question for United (you have my phone number so please call or text me at XXX-XXX-XXXX with a response):
You mentioned that:
Some of the ways include flying with United Airlines or with one of our partner airlinesOr by using the credit card that is associated with your Mileage Plus account
As noted, I use your Mileage Plus credit card on a daily basisJust want to confirm this is enough to push out the expiration date - I'm concerned that it is sitting just months away that this fact may not be picked up
thx
***

Dear Mr***:Thank you for the confirmation number I have retrieved the confirmation and do see that
this was refunded on June 7, I regret that there was any confusion as to your refund United Airlines will not issue compensation to you for this situation.Regards,Sheila ***Corporate Customer Care

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,
Brandon ***

Dear Mr*** ***: Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created. After my research I found that none of the flights in your itenerary was delayed by
hours PNR.IZHCVS 1.1***/***MYUNG UA 414U 04MARSFOEWR DK/SS UA 36U 04MAREWREDI DK/SS UA 39U 09MAREDIEWR DK/SS UA1978U 09MAREWRSFO DK/SS I'm very sorry you still feel that the issue wasn't resolvedBut from the dates and flights you share with us, no refund is due Ana *** Corporate Customer Care *** United Airlines | Grand Plaza Drive | NHCCR | Houston, TX [email protected] 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,
Qi ***

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.
However, I hope United clearly states that the certificates cannot be used to buy "economy plus" seatsUnited employees understand this but it is not clear for outsider people, clientsFor clients, a seat is a seat and economy plus is a seatWe do not see the "plus" as an additional itemWe see: economy, economy plus, first class = different seats but at the end seats
Sincerely,
Isolda *** ***

Dear Mr* ***:Thank you for contacting United Customer Care again through the Revdex.com. Again, please accept my apologies for the inconvenience this process has caused you We value your feedback regarding the extra time involved in getting a receiptFrom what you describe, we failed to meet your expectations for providing good service, and for that I am truly sorry As always, we regret if any aspect of our services leave you unsatisfied, as that is never our intentWe do recognize that some customers may be disappointed with changes we makePlease know we value your feedback and suggestions as this information is essential to ensure your concerns are heard when reporting to senior management what matters most to our valued customers Mr*** we thank you for bringing your disappointment to our attention and for the opportunity to report your concernsWe truly appreciate your business and loyalty. Please know we will continue to work towards improving our product and service moving forward We thank you again for your time and hope to see you onboard soon.Regards, *** *** Corporate Customer CareCase 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,
Rupal ***

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 Rev***: I am responding to your communication sent through the Revdex.com In order to address your concern, you will need to send me the name of the passenger, date of travel, and ticket number We appreciate this opportunity to respond and look forward
to serving you Regards, Lilia *** Corporate Customer Care

Dear Mr** ** ***: I’m sorry to read about your experience when checking in at the airport in Newark for your international travel to Cancun. We recommend two hours arrival prior to departure for all international travel. This will allow plenty of time to check in for your flight and to get through the security lines in order to make it to your gate. The door at the gate closes to all flights minutes prior to departure. From reading your travel experience, it is obvious that you feel we let you downI’ll make sure to pass your feedback on so we can improveThat’s our first stepI’m also sending you a $300 Electronic Travel Certificate, which is $compensation for each of the four family members traveling. The certificate will arrive via email in a few daysWe want to deliver a comfortable and on-time flightI hope your next one brings you that experienceOnce again, I'm sorry Thank you for your business and loyaltyWe look forward to serving you on your next United flight. Kind regards,Tonya ***Corporate Customer CareCase 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 meThey agreed to refund the $fee.
Sincerely,
*** ***

Dear Mr***:I apologize for any inconvenience as a result of the recent schedule change you experiencedI know that when you book a flight, you anticipate it being on schedule and make arrangements accordingly, so we truly understand your frustrationWe implement modifications to our schedule
changes for a number of reasons, including the need to adjust to market and seasonal demandsWhile we are unable to guarantee that departure times will not change, we are acutely aware of how such modifications may impact your travel plans and remain committed to minimizing your inconvenience.Since Customer Care is responsible for post-travel issues, I have consulted with our Reservations department regarding the options you proposedRegrettably:1) There are no *** *** carriers offering a non-stop CDG/EWR route after 1pm on October 12,2) No voucher or hotel will be provided if you change your flight for the next day as this would be considered a voluntary change,3) When a schedule change does occur the passenger is given the option of flight alternatives however, we do not compensate guests for inconveniences resulting from these changes and are therefore unable to honor your request for a voucher.However, contrary to what you were advised, our Reservations department has confirmed that under your circumstances you are entitled for a full refund to your original form of payment if the alternatives do not work for you and your reservation has been documented stating this.For further assistance, please contact United Reservations at: (800) *** We appreciate this opportunity to respond to your concerns and thank you for choosing United.*** *** Corporate Customer CareCase:***Tell us why here

Initial Business Response /* (1000, 5, 2015/07/06) */
July 6,
Dear Mr.***
The Revdex.com has forwarded your correspondence to United Airlines for attention
I apologize for any confusion surrounding ticket purchases made through a third party vendor
I have reviewed
our records and note that you have also written to the Department of Transportation (DOT) and received a response from our DOT specialist, Mr.***
As Mr*** stated, we are only able to locate a ticket purchase made on our website, united.comTicket numbers; XXXXXXXXXXXXX and XXXXXXXXXXXXXPurchases in the amount so $and $respectivelyThe ticket was expired, and as a gesture of goodwill, Mr*** opened the ticket for you;
"Under the terms and conditions of all tickets purchased on United Airlines, passengers *** to contact United to advise they will not be
travelingFailure to do so results in the ticket reverting to a zero value status, which happened in your caseThe ticket you purchased is
non-refundable, however, as an exception, I have re-opened the ticket which will allow you to exchange the ticket towards another itinerary
within one year of purchase with the applicable service fees and fare differenceWhen you are ready to re-book, please contact United at
X-XXX-XXX-XXXX and provide the ticket number listed above."
Mr***, the non-refundable ticket you purchased on our website was not only non-refundable, it was also expiredAs a one-time exception and a gesture of our goodwill, the expired ticket has been re-opened for youAs such, we are unable to honor your request of a refundPlease contact easyfare.com directly for any disputes you may have with themThank you for your understanding
In consideration of the confusion you have experienced, I have also sent you a $electronic travel certificateThe certificate will arrive in a separate e-mail in to business days
We appreciate your business and look forward to seeing you on board a future United Airlines flight
Regards,
***
Corporate Customer Care
Case***
XXXXXXX / XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response states that I purchased tickets which implies some sort of action or intent to purchase on my part which did not occurEazyfare is most definitely the fraudulent party here but refuses to respond in any way, and when I contacted United immediately after this incident I received the same boilerplate response of a nonrefundable ticketUnited and eazyfare are still partners in business in this instance and as such share responsibility
Final Business Response /* (4000, 9, 2015/07/15) */
July 15,
Dear Mr.***
The Revdex.com has forwarded your response to my attention
I understand your frustration, however as previously stated, a review of your file prompted my colleague, Mr***, to make an exception to our policy and open an expired ticket, that you had not usedIn addition to that, I sent a $electronic travel certificate as an additional gesture of our goodwill
I regret you continue to be unable to reach a resolution with EazyfareOnce more, we are unable to assist with your outreach to themI have included information available on our website regarding Third Parties below;
Home > united.com Terms, Conditions and Legal Notices
Links to third parties' websites
This website may contain links and pointers to Internet sites maintained by third partiesUnited does not operate or control in any respect any information, products or services on such third-party sitesThird party links and pointers are included solely for the convenience of Users, and do not constitute any endorsement by United and/or its suppliersUser assumes sole responsibility for use of third party links and pointers
Mr***, we at United wish you the best and hope to someday regain your confidenceShould you give us another opportunity; we will work hard to provide the quality service you expect and deserve
Regards,
***
Corporate Customer Care
Case XXXXXXX
XXXXXXX
XXXXXXX / XXXXXXX

Dear Mr***: I contacted the Baggage Resolution Center on your behalf and this was the response.Did he make a claim for the damaged surfboard at SFO ? They were unable to locate a file for damage under his nameClaims for damage must be made within hours for domestic travel and within days for internationalYou may send in a claim form along with a written request for a letter stating we did not compensate you for the Surf BoardOur claims desk will send a denial letter. Sorry for the inconvenience. Regards, Lisa ***Corporate Customer CareCase#

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the ticketing errors experienced There is no explanation I can provide for what happened during the ticketing process
between United and Air Canada except the systems did not communicate, pulling the miles but not confirming the itineraryPer our reservation specialist, several attempts were made to reinstate itinerary, however, per Air Canada the original itinerary is no longer available Ms***, your correspondence clearly expresses your disappointment in how this situation was handled , and I would like to extend a sincere apology for any negative impression that may have been createdBased on your comments, we have room to improvePlease be assured that we understand your concernsAlthough, I am unable to fulfill your compensation expectations, we want to continue serving your travel needs, so I’m sending each of you an Electronic Travel Certificate that will arrive separately within five business days Your continued support is very importantWe are working hard to earn your trust Regards, Shandai *** Corporate Customer Care Case:***

Complaint: ***
I am rejecting this response because: I just called them yesterday and they were no help.
Sincerely,
Emanuel ***

Complaint: ***
I am rejecting this response because:Are you stating that the crew was actually required to stay in their hotels resting instead of showing up to the flight on time, and that this requirement is what caused the delay? I need to see proof of that and can't take your word for itAdditionally, if that's true then it is absolutely unacceptable and appalling customer experience that a delay known ahead of time would not be reported to me and the other fliersIt is fraudulent not to communicate this delay and your failure to communicate the known delay is in fact what caused me to incur the parking fee and miss my event in Palm SpringsI maintain that your company is responsible for paying these fees on my behalf and giving me a refund.
Sincerely,
*** ***

Dear Ms***
We are committed to providing excellent customer service and will make every effort to address your concerns
To facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your request
Passenger name (s):
Frequent flyer
number (if available): ***
Flight Number:
Flight Date:
Ticket Numbers:
Approximate Departure Time:
Origin:
Destination:
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
*** ***
Corporate Customer Care
***