United Airlines

Initial Business Response /* (1000, 5, 2015/06/23) */
Dear Mr***
Your correspondence with the Revdex.com has been forwarded to my attention for review
Please accept my apologies, along with those offered previously by my colleague, for the disappointment you have expressed
regarding the baggage fees charged for your travel with us in May As my colleague advised earlier, when you made your original reservation you were a Premier Silver member which entitled you to check a bag at no chargeRegrettably, at the time of travel you no longer held the Mileage Plus status and therefore were charged for checking bagsYou may also avoid baggage fees by paying for your United Airlines ticket with your Chase Explorer cardUnfortunately you did not use the Explorer cardAs a gesture of goodwill my colleague sent you each a $electronic travel certificateI hope you are able to use the certificates and give us an opportunity to provide the service you expect and deserve from United AirlinesWe look forward to seeing you onboard again soon
Best regards,
Mary Beth ***
Corporate Customer Care
Revdex.com***
Case ID ***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main point here is THE ORIGINAL ITINERARY INVOICE RECEIPT WAS DECEIVING, IT CLEARLY STATES 1ST BAGGAGE WAS FREEHAD IT SAID THERE WOULD BE A FEE, I WOULD HAVE USE MY CHASE EXPLORER CARDDON'T YOU UNDERSTAND THAT? WHY WOULD I WANT TO PAY A FEE WHEN MY EXPLORER CARD WOULD WAIVE THE FEE? Because your receipt DECEIVED ME in thinking that I wouldn't have to pay a fee, I choose to use a difference credit card! This is NOT ACCEPTABLEI don't need vouchers for United Airlines deceiving practices, I want a refund! I will EVERY BOARD OF DIRECTORS AND OFFICERS KNOW HOW I WAS DECEIVED AND RIPPED OFF MY $100! Pha & Bruce
Final Business Response /* (4000, 9, 2015/06/29) */
Dear Mr***
Your latest correspondence with the Revdex.com has been forwarded to my attention for review
I'm sorry that you remain unhappy with United Airlines and our checked baggage policiesRegrettably, we are unable to offer a refund of the bag fees as they were valid feesIf you had retained your Premier Silver status or paid for your tickets with the Explorer card the baggage fee would've been waivedHowever, this was not the caseI recognize we have many complicated rules and processesWe agree some are difficult to understand, and we often review our policiesSo, your comments are important and helpful
Mr*** your comments indicate that we must remain focused on customer service so we may continue as your global carrier of choiceIt is always a privilege to serve you and we look forward to our next opportunity to welcome you aboard
Best regards,
Mary Beth ***
Corporate Customer Care
Case ID ***

Complaint: 1***
I am rejecting this response because:I appreciate the electronic coupon given by United Airlines, however, the time and efforts I spent in this case (from last July), as you can imagine, is far exceeding that mere amountUntil today, I am still waiting for such limited amount of reimbursementLike I mentioned before, it is no longer about the money, it is my right to fight for my case without reservationsI want to know the final solution from United Airlines.So far, I still haven't got any idea about when my case will be concludedIn your last letter, you mentioned that the investigation should be ended by AugustAnd now, it is mid Sep., and it seems that you can't control the bank's investigation, making me feel that the investigation can last foreverBased on today's big data and high tech bank system, it should be easy and fast to track history data to see who did the fraud check and to where the check wentI do understand you can't control the bank's process, but can you please at least share me any reason for such a slow procedure, to what extent the investigation is conducted so far?I understand your policy and processI would appreciate if you can solve my issue by giving me specific timeline on my caseOtherwise, I won't stop complaining here and go further.
Sincerely,
*** ***

Dear Mr***:I do see in reviewing your cases with United Airlines that you have been responded to by Ms*** with United Airlines Customer Service.Your ticket Mr*** which was recorded as ticket number *** was on BWIA ticket stock as United did not issue your
ticket. You had a United flight during your travels however in reviewing your flights, it was not your United flight that was delayed.United Airlines does not offer compensation for other airlines flight delays. I certainly understand that you were disappointed with your flight delay and tried to board your connecting flight however it was not possible. I see in your cases that you have stated that you did try to reach LIAT and were not able to contact them. LIAT would be the airline to contact for any reimbursement as it was their flight that was delayed that caused you to misconnect.United Airlines does appreciate you were onboard with us that day and we would be happy to serve you again onboard your next United flight.Regards,Sheila ***Corporate Customer CareCase ***

Dear Ms***: Your email clearly expresses your disappointment in your recent flight experience, and I would like to extend a sincere apology for any negative impression that may have been created. While my reply is brief and not as detailed as I would like, please be assured that we
do understand your concernsWe have already sent you a $electronic travel certificate as goodwill as a way to say we are sorry for what occurred during your recent travelI hope you will accept the certificate in the spirit to which it was given as goodwillWe greatly appreciate your business and demonstrated loyalty. We certainly look forward to serving you again soonI am confident we will work hard to provide a level of service you have come to expect from United Airlines Regards, Cindy *** Corporate Customer Care *** Tell us why here

Complaint: ***
I am rejecting this response because: I do not think this is a satisfactory responseItems were stolen from my bag, after a delayed flight and delayed bagsMoreover, I tried to submit the claims form that you're stating I should submit and the fax number of the form isn't even workingI reject this response and demand that my ticket be refunded due to terrible level of service I have received and the crime that was committed by someone deliberately stealing items from my bagThis is an invasion of my privacy and I demand to be refunded
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe hope that the Honolulu *** department complies with the *** standards and procedures to avoid other families facing the stress and uncertainty of being denied their pet flying due to Honolulu *** making their own regulation about pet kennels.
Sincerely,
Brooks ***

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we are sorry to hear you were unable to travel due to medical reasons and hope for a full recovery I've taken care of your refund
requestPlease allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour 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 hope this takes care of your concern with the ticket You are a valued Mileage Plus member and on behalf of our United family, please accept our well wishes Regards, Shandai *** Corporate Customer Care Case:***

March 18, Dear Mr***: The Revdex.com has forwarded your response to our attentionWe regret you are disappointed in our responseI have reviewed your case to ensure it was handled fairly and within our published guidelinesThe change to our unaccompanied minor policy went into effect on December 14, The change in policy applies to all ticket purchases made after that dateYou purchased the ticket in question on February 18, As there was no error in the application of United Airlines policy, we are unable to honor your request of compensationWe thank you for your understandingRegards, Judith *** Corporate Customer Care Case ***

Dear Mr***: We received your letter through the Revdex.com, with reference to case *** Your email clearly expresses your disappointment with your recent bookings and customer service experienceI would like to extend my personal apology for the negative
impression left with you; your frustration is certainly understandable Upon review of the original reservations, and speaking with our Rates department, there were several things going on simultaneously When booking international travel with other carriers in the reservation it can take up to 24- hours for the other airline to confirm the request for space on their airlineIn the meantime, United will send out a confirmation for the reservation you are requesting with note this is not e-ticketed. Additionally, the reservation states if you do not receive the ticket numbers within 24-hours to contact us At the same time there was a delay on the processing of your credit card, as sometimes happens with large pur***s. The hold on the credit card by your bank did not release within the 24-hours and since the ticket was not ticketed within 24-hours, the other carrier Ana Airlines rejected the request for space and the ticket never ticketed The ticketing was attempted on August 2; however, when you contacted us again a week later, the exact flights were no longer available for the price quotedDue to the time lapse of you contacting us it limited our ability to make corrections. If this was all United flights, we would have been able to correct it; however, we cannot manipulate, override, or overbook another carrier’s fare class I see you pur***d new tickets on August for lower pricing than the $per person; albeit a slight change in routing and days of travel Since you pur*** new tickets on separate reservations for lower pricing, I am unsure your intention to request us to honor the original pricing as it is higher than what you have now. Regretfully, we are unable to influence the pricing of the Ana airlines segment Nevertheless, I do regret the turn of events, and would like to send you each a gesture of goodwill in the form of a $electronic travel certificate. The electronic travel certificate is valid toward the pur*** of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines. Please allow 3-business days for delivery on a separate cover to your email As a MileagePlus member, we hold your loyalty in high regardThank you for making us aware of the situation and for the opportunity to assist you Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID ***

Dear Ms***: Revdex.com Case # *** United case ID *** I am responding to your complaint filed with the Revdex.com regarding reinstatement of your electronic travel certificates.I am sorry to learn of the problems you encountered during your recent travels with us
Our records show that you had used one electronic travel certificate for yourself and the other for *** ***You were booked on UA *** from Chicago to La Guardia on December 23, 2016, and you were both booked together on UA from La Guardia to Chicago on December 28, I see that UA was delayed and apologize for the frustration this caused you both.Please know our goal is to operate every flight on schedule, every dayUnfortunately, there may be times when weather, a mechanical issue or the late arri*** of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayedWhen this occurs, we want to minimize the impact to you as much as possibleI regret that in this instance, we failed you.As our flight was delayed, you were rebooked on *** Airlines from La Guardia to Chicago to arrive within four hours of your original arri*** timeAllow me to explain that your electronic travel certificates were used for the tickets and transportation was provided, therefore we are unable to return them to youHowever, I have requested two new electronic travel certificates for you and *** as a token of our apologiesThey will be sent in an e-mail to [email protected] in about business days.We hope that this experience will not discourage you from traveling with us again. We will do our utmost to make your future contacts with United satisfactory in every respect. Regards,*** ***Corporate Customer CareUnited case ID ***

Dear Ms***: Thank you for your reply.I will be happy to send you and your husband an Electronic Travel CertificatePlease look for it in another email.I appreciate you flying with us especially after having a bad experience on Delta.Have a good weekend. Kind regards, *** ***Corporate Customer CareUnited Airlines Case #***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11237145, and find that this resolution is satisfactory to me, as long as the refund is completed after the travel date If it is not, I will reopen this complaint
Sincerely,
Michael ***

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
I just want to make sure that they send the check to the correct address: *** *** **
*** *** ** ***
Sincerely,
Ahmed ***

Complaint: ***
I am rejecting this response because: I have not received the emailMy correct email address is ***@yahoo.com.also, it was stated I would receive a partial refund as wellI have not received that either
Sincerely,
Brian ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11179593, and find that this resolution is satisfactory to me
Thank you for your help
Sincerely,
Moshe ***

Dear Mr***:I am responding to your complaint filed with the Revdex.com, reference number ***I'm so sorry to read about your delayed baggage on your weekend trip to Belize I can only imagine how frustrating it must've been to find your belongings weren't promptly
delivered upon your arrivalWe work very hard to unload baggage and make it available as soon as possibleAt times, unexpected issues make this difficultWhile this doesn’t excuse the delay, I apologize for any inconvenienceWe'll continue to streamline our operationsYour feedback helps us focus on these areas As a way to say we're sorry, I am sending you and your wife each an Electronic Travel Certificate, which will arrive in a separate email within a few daysI hope you will use them towards the purchase of a future trip and allow us the opportunity to deliver the service you expect and deserve Thank you for choosing United for your travelWe look forward to a future opportunity to give you a more positive travel experience. Kind regards, Sarah ***Corporate Customer CareCase ***

Dear Ms***:I’m sorry for the flight interruptions that affected your travel plans, I can imagine how frustrating this was. I see your original flight was delayed as a result of Air Traffic Control flowTo provide our passengers with options, we may offer travel to a different
airport. When this happens, we don’t provide a refund or offer reimbursement of additional transportation costs I understand how important it was for you to arrive on time and your overall satisfaction is important to us. I’m sending a $Electronic Travel Certificate which will arrive via email within a few daysWe hope you will use the certificate to allow us an opportunity to provide the service you expect. We thank you for your business as a valued member of our MileagePlus programI appreciate that you chose United for your travel and on behalf of our United family, we hope your next trip with us will deliver the experience you deserve. Best Regards, *** ***Corporate Customer CareCase ***

Dear Mr***: We are responding to your communication filed with the Revdex.com. I'm sorry for your frustrating experience you had with usSo that we can research your information, would be so kind as to provide the following information:
Passenger name(s): Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers (digits beginning with 016): Confirmation number: Approximate Departure Time: Flight from: Flight to: You can find this information on your receipt. The ticket number can also be found on your credit card statement Your assistance is appreciated Regards, *** ***Corporate Customer Care Case ID:***

Complaint: ***
I am rejecting this response because: my complaint was not understoodI was charged for sporting equipment, that was legitimateOther baggage charges were in error, totaling dollarsPlease indicate you will issue a refund in the amount of 170.00.
Sincerely,
James ***

Dear Mr***: I do understand your concerns.I have requested a full refund of your ticket back to the original form of payment Thank you for your patience. Kind regards, LaRece ***Corporate Customer Care