United Airlines

Dear Ms***, I understand that when you boarded your flight to Dulles airport you placed your laptop bag in the overhead compartment and were instructed to place the bag under your seat. You also mentioned that the flight attendant removed your laptop bag from the overhead bin and
placed it on the floorAdditionally, instead of placing your laptop bag under your seat, you stated that you placed it in another overhead bin and the flight attendant advised that the bag would need to be checked. Please keep in mind that due to the number of bags carried onboard, small items should be placed under the seat in order to accommodate as many carryon bags as possible. Based on information received from our flight attendant, she asked several customers onboard if they would refrain from stowing smaller bags in the overhead bins to allow passengers to store their roller bags in the overheadWhen our flight attendant realized you placed a small bag in the overhead, she asked you if you could hold on to your bag until boarding was complete, you refused to do so, and started talking quite loudly to the flight attendantWhen our flight attendant called to speak to one of the pilots about the situation, you made a statement towards her that she considered threatening. Although she asked you to give her a moment, you ignored her and continued to talk very loudly. When the flight attendant handed your bag to you so that she could store another passenger’s roller bag, you stowed your bag in another bin. Unfortunately, due to your behavior towards our flight attendant, you were removed from the flight. I am truly sorry that the situation escalated to this point and for the inconvenience this may have created for you. From on your comments you felt that our flight attendant had harassed you. When we receive reports of this nature, we take these issues very seriously. United is strongly committed to the equal and appropriate treatment of its customers and do not tolerate rudeness and unprofessional behavior on the part of any employee. All staff members with customer contact responsibilities receive training on equal treatment of all customers and we maintain a strong corporate commitment to a simple value to recognize, respect and support our customers and our employees and we work hard to retain our customers. While I can understand your disappointment, we must conclude that our flight attendant handled the situation in a professional manner. Therefore, I must respectfully decline you request for reimbursement of your transportation expenses as well as refund of your baggage fees Your patronage means a lot to usUnited is striving to provide you with the best service in the industryOf the utmost importance to us and to you are safety, schedule integrity, customer service and professionalism. We hope you will give us a future opportunity to restore your confidence and support. Kind regards, Dana ***Corporate Customer CareCase

Dear Mr***: We received your letter from the Revdex.com regarding your ticket concerns. I regret to learn your disappointment with our ticket policies in regards to making a change to your itinerary. Our ticket policies are advised at the time of ticketing
United’s excursion tickets are non-refundableA service charge usually applies for changing the time or date of travelService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference between the original fare and the new fare when there is reduced inventory or published fare increasesFor your travel on March 17, 2016, I have waived your change fees as a one-time exception, however you will still need to pay any fare difference if applicable. When you are ready to exchange your e-ticket, please contact our Reservations Department and provide the agent with your confirmation number (***) The agent will be able to view my authorization and make the appropriate changes to your itinerary In regards to your wife’s unused e-ticket, I regret to learn she was unable to travel on her scheduled itinerary. United Airlines e-ticket(s) are valid one-year from the date of issue and may not be extended. I am sorry I am unable to refund her ticket, however as a gesture of goodwill I will send each of you a $Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow to business days for processing. Your ETC will arrive in a separate e-mail containing details on how to redeem your certificate We do want you to know that our senior leadership spend a good deal of time reviewing comments from you and other Premier customersOften customers have a large part in affecting decisions to revise policy changes. We realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust Mr. ***, as a MileagePlus member, your business is very important to us. Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards, James *** Corporate Customer Care Case ID -

(The consumer indicated he/she DID NOT accept the response from the business.)
We just want our money back for flight and hotel of Not interested in vouchers nor flying UnitedTired of the liesOriginally told due to weather now air traffic controlWeather was a lie as well as air traffic control

Dear Mr***I am responding to the information you forwarded to the Revdex.comI'm sorry the video screen was broken on your recent flight on November 12, 2017. I can imagine your disappointmentThat's a long flight! We didn't mean to let you downLet me make this better for
you by sending you a $Electronic Travel Certificate, which you'll receive in the next few daysWe try and fix these issues before we take offAt times, we find out after we've leftOnce again, I regret any inconvenience. Thank you for being a Premier Gold member with usWe appreciate your loyalty and will do our best to make your next United flight a pleasant experience.Regards, Susan *** Corporate Customer CareCase: ***

November 11, 2015Dear *** ***I am responding to a correspondence received from the
Revdex.com.I regret your disappointment in our fares and
ticket policyUnited Airlines offers a competitive mix of fares designed to
meet the various needs of our business and leisure customers
These fares range
from deeply discounted fares favored by leisure travelers to unrestricted fares
bearing few, if any, restrictionsLess expensive fares typically have more
restrictions and less flexibilityFares are subject to availability, and lower
fares may not be available for every flightUnrestricted tickets are
also available upon requestAlthough more costly, an unrestricted ticket may
offer a greater degree of flexibilityI checked our past date records and our
records indicate you purchase a nonrefundable ticketI understand you are requesting a refund for
your unused return segment, *** on July 26, from San Francisco, CA to
Burbank, CARegrettably; we are unable to refund the coupon and let me explain
whyTicket coupons must be used in the order in which they are issuedAlso,
customers must cancel their reservation prior to the departure of the flight
Failure to adhere to either of these ticketing rules will result in the ticket
losing value. 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 valueChange fees
and any applicable difference in fare will apply to the new itineraryTickets
must be reissued within one year of the date the original ticket was issued.Our nonrefundable ticket
policy does not allow change fees to be waived, however; on your behalf I have
made a one-time exception to waive the $change fee, however; no further
waivers will be offeredYour record locator *** ticket number *** has
been documented to reflect the waiver.Thank you for the opportunity to address your concern.*** *** as a MileagePlus member,
we are continuously fine-tune our policies to meet the evolving demands of the
marketplace, but our commitment to excellence will never changeWe appreciate
your business and look forward to welcoming you on board a future United
Airlines flightRegards,*** *** ***United AirlinesCorporate customer CareCase: ***Revdex.com: ***

Dear *** ***I am replying to your latest communication sent through the Revdex.com.I am sorry you are unable to locate your refunds, but they were completed on October of this year by our Refunds Department. Below you should find a copy of one of the two emails you received on October 26, 2015, from our Refund Department informing you of the completion of the refunds. I have also requested for both email to be resent. If you have any additional questions about these two refunds, you may contact our Refunds Department once more via united.com/refunds or Fax them at Fax: 1-713-324-1431.We appreciate this opportunity to respond and look forward to serving you.*** ***Corporate Customer Care*** & ***----------------------------------------------------October 26, 2015PASSENGER: ***TICKET(S): *** *** *** ***REQUEST ID: ***Dear *** ***Customer Refund Services has received your request for refund of the above referenced ticket.We are pleased to inform you that your request has already been refundedPlease refer to your credit card statement to confirm the refund details. Thank you for choosing United AirlinesWe look forward to serving you again.Sincerely,Customer Refund Serviceswww.united.com/web/en-us/content/reservations/refundsFAX: 713-324-

Initial Business Response /* (1000, 5, 2015/06/24) */
Dear Mr.***
Please accept my apologies for the disappointing travel experience you had with us recentlyI was terribly sorry to learn that our flight attendant, Denise, would not hang your suit bagYour candid feedback is appreciated
as this allows us to monitor onboard services and share your comments with management responsible for our in-flight operations so they can understand how your onboard experience felt from your point of view
I want you to know that We work hard to correct problems brought to our attentionAlthough we cannot explain Denise's inappropriate behavior, we can work to correct itThis matter will be addressed internally and considered confidentialYou will not receive further information, however, your concerns will be taken very seriously, and I am confident necessary corrective action will be taken
Your request for a refund of your ticket is appreciatedHowever, we are unable to honor your requestI appreciate your understanding
Mr***, we understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again
Best regards,
Mary Beth ***
Corporate Customer Care
Case ID ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Mary,
Thanks for the reply but I don't see how you can't honor my refundThis was an inconvenient and uncomfortable flight because this rude flight attendant was disrespectfulNot to mention my suit got all wrinkledHow do I know this will be corrected in the future?
I feel I deserve some kind of accommodation since this was an inconvenient flight due to the fight attendants inexcusable actions
Best,
Justin
Final Business Response /* (4000, 9, 2015/07/09) */
Dear Mr.***
I'm sorry that you continue to be disappointed with United
Your request for compensation is appreciatedHowever, we do not offer compensation for not being able to store your garment bag in the onboard closetI appreciate your understanding
Mr***, your business is important to us, so we hope this experience will not discourage you from traveling with us againWe'll do our best to see that your future flights with us match our standards for quality travel experiences
Best regards,
Mary Beth ***
Corporate Customer Care
***

Dear Miss ***: Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that was created. Your frustration is certainly understandableWe take this opportunity to learn from what happened to fix our
broken processes I'm sorry we didn't get you to your destination when we promised. We didn't deliver the comfortable travel experience we're committed to providingPlease accept my sincerest apologies for not meeting your expectations or our goalsTo apologize for your inconvenience and to regain your trust, I will e-mail you a second $Electronic Travel Certificate that will arrive separately within the next five business daysI hope you will give us a chance to give you a more positive travel experience I'm so sorry to learn of the actions of my colleagues; you should always be treated with dignity and respectWe aim to do this every time and every flightOur agents are expected to provide exceptional customer service and remain professional at all timesFrom what I read, we have some work to doI apologize for your disappointing experienceThank you for taking the time to write; your honest feedback will be passed along to inflight supervisors, to help us improve and reviewed with the employee We look forward to having the chance to regain your confidence and providing the quality service you deserve with United Airlines Ana *** UA Corporate Customer Care International Regulatory, Alliance and Sales United *** *** *** Drive | Houston, TxTel ###-###-#### X 6323 | ana.***@united.com [email protected] Reference case: *** 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,
Nicole ***

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,
*** ***

Complaint: ***
I am rejecting this response because United Airline doesn't do anything It doesn't investigate issue further, nor refund my moneyI am very disappoint.
Sincerely,
Lingli ***

Dear Ms***: We received your letter through the Revdex.com, with reference to case ***Your email clearly expresses your disappointment in regards to your past March travel and pending February travelI have reached out to our refund department and requested a fare
difference refunded between the first class ticket purchased and the economy ticket flown for your Houston to Milwaukee segment on March 24, 2017. The refund IDs for you and your travel partner are and 23266510. Please allow up to one billing cycle for any credits to reflect back to the original form of paymentOur accounting team will determine the amount of the refund based on the fares at the time of purchaseI would like to extend my personal apology for the negative impact to your schedule due to the schedule change for your February travel; your frustration is certainly understandableUpon review of the very detailed notes in the record, I noted as there was a three and half hour delay in arrival we did offer you a refund of the tickets. Regretfully, we are not able to change the routing without collecting a difference in fare because it is such an extreme change between Nevada and WisconsinWhile we are not able to offer a hotel at your destination or a rental car for a week, we do regret this schedule change notified to you in JunePlease be assured if you reconsider, the offer for a refund is documenting in your record and available to youAs a MileagePlus member, we appreciate your businessThank you for the opportunity to assist you Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Mr***: Thank you for forwarding the receipt and your patience as I've been out of the office I hope I can clarify United's ticketing procedures During the first hours, you have the opportunity to review the information and contact us for any necessary changes
As long as you have purchased your tickets through united.com or United Reservations, you may be eligible for a waiver of changes/fees, or a refund, under our 24-hour flexible policy Our records reflect that your United ticket was voided, so the charge should have never been debited from your account At most there may have been a authorization hold on your account I've asked my Customer Refund Services (CRS) department to confirm or expedite the refund I'm very pleased you chose us for your travel, and on behalf of United, we look forward to welcoming you aboard your next flight Kind regards, Tracy *** Corporate Customer Care Tell us why here

Complaint: ***
I am rejecting this response because: this doesn't information regarding a resolutionPlease respond with a resolutionI appreciate the response
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 me
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 me
Sincerely,
Krishnamurthy ***

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,
Marina ***

Complaint: ***
I am respectfully rejecting this responseI appreciate your concern and effortsI must reject because: I requested a refund so that I may use it with a different airlinerI did not request a creditI do realize the credit is for more than the ticket however it's a credit, not a refundIn the spirit of being flexible, I will however accept a $credit with two complementary passes to the United ClubI will accept and use the $certificate and give you all the opportunity to serve me better on a future flightI look forward to your anticipated cooperation and understanding regarding this matterThank you.
Sincerely,
Michael ***

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns. It was a pleasure to speak with you and I’m sorry to learn about the difficulties MsBrigitte *** experienced
on August 20, Please know that the treatment you described is no more acceptable to us than it is to you. As I expressed to you via telephone, we take your comments seriously and we'll be following up internallyWhen we spoke, you were unable to provide Ms***’s contact informationPlease provide her e-mail address or telephone number and I’ll contact her regarding this situation. Please be advised that due to the confidentiality of the process, we would be unable to advise you of any result of our internal review. Mr***, I appreciate you chose United for her travel and welcome the opportunity to assist Ms***. With kind regards, Liliana ***Corporate Customer Care ***

Dear Ms***:I am responding to the correspondence you forwarded to the Revdex.com. I will be more then happy to review your concern. However, can you please email me back the United ticket number that starts with and is numbers in length? Also, your
MileagePlus number if you are a member, and the flight numbers of your flights on July 24, from Reno to Atlanta.I look forward to hearing back from you and have a nice day.Regards, Susan ***Corporate Customer CareCase: ***