United Airlines

Dear Ms***: Your email clearly expresses your disappointment with your recent travel in regards to the weather cancellations of your flights I would like to extend my personal apology for the lengthy negative impact to your schedule and for the inconvenience and frustration
Regretfully, as both cancellations were not under our control and ultimately travel was provided ( first cancellation weather and the second one Air Traffic Control), we won't be able to grant your refund request Normally, we are also unable to offer compensation for weather events; however, due to the egregious length of your delay home, I feel we should do more than an apology I am going to send you our maximum goodwill in the form of a $electronic travel certificate. The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and *** Airlines. Please allow 3-business days for delivery on a separate cover to your email Please be assured we will work harder to provide better recovery, while keeping safety our top priority and working closely with Air Traffic Control 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 youI hope that our next opportunity to serve you will earn a more favorable review Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, in reference to your refund request We carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seat
I am very sorry for any misunderstanding and if our agent did not clearly explain the extent fee that would be collected to make the requested changes to your itineraryWe realize communication is essential and based on your comments; clearly we could have done a better job The original fare purchased was a restricted fareAs you may be aware, a service charge applies for changing the time or date of travel for restricted non-refundable ticketsService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsDepending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference in fare if the original fare purchased is no longer available, which in your case, it was not Unfortunately, I am unable to fulfill your refund request as the ticket was usedAlthough a refund of the fare difference is not applicable, I would like to help off-set the extra cost you incurred by offering a $electronic travel certificate which will be received via a separate e-mailPlease allow days for processing I appreciate you choosing United for your travelI ask that you allow us another opportunity to deliver the experience you deserve on a future United flight Regards, S*** *** Corporate Customer Care Case:***

Dear Ms***-***:I am responding to your communication submitted to the Revdex.comI thoroughly understand your point of view and wish to express our true regrets in not meeting your expectationsIt may be helpful to know that our primary responsibility in Customer Care is to acknowledge our customers past date travel concerns, apologize for any disservice that may have taken place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and proceduresWhen appropriate we may offer a token in the form of a travel certificate or mileage.As previously communicated, because transportation was provided in the premium cabin, a refund can not issued. I realize this is not the response you were hoping for and I'm sorry for your disappointmentAlso, because of your dissatisfaction with the $travel certificates, we will exchange them for 25,bonus miles (per person)This is in addition to the 10,bonus miles that were previously offered (per person)We believe that our goodwill offering in the amount of 35,bonus miles (per person) is fair and reasonableAgain, I'm sorry we're unable to reach a mutual agreementWe hope you will accept our goodwill offering in the spirit it was intended and give us another opportunity to provide a better experience the next time you travel Regards,Julie ***Corporate Customer Care

August 11, 2016Dear Ms***:The Revdex.com has forwarded your response to my attention.I sincerely apologize for the continued frustration you are experiencingI am sorry if your conversation with our Baggage Resolution Center (BRC) has not provided the outcome you had hoped forAs a gesture of goodwill, I have sent you a $electronic travel certificate, which will arrive via email within a few daysI know this can't make up for your frustration or lost time, it is simply a gesture of goodwill.I ask that you please understand, for baggage concerns, it is necessary to resolve through our BRCAlthough your damage concern may be out of the time frame for resolutionI urge you to submit your receipts for any expenses incurred while without your luggage to our BRC for considerationPlease do this using the link included in my previous response.I hope you accept the certificate in the spirit in which it was intendedWe will work hard at providing a more positive experience should we have the privilege of serving you again.Regards,Judith ***Corporate Customer CareCase 10763062Tell us why here

Dear Mr***: Our records reflect that an exception was made, and a ticket refund was approved and processed in the amount of $1,to the original form of payment. Thank you for your allowing me to provide clarification Mr***. We hope your cat has a quick recovery, and we look forward to continue serving your travel needs in Sincerely, Suzanne *** Corporate Customer Care United Airlines Case ID *** Tell us why here

Dear Ms***:
This letter is in response to your message to the Revdex.comI'm sorry you were disappointed with our Reservations employee's service
I can only imagine how you felt, especially as you were already worried about your sister and her safe travelI am glad you
were able to make alternative arrangements but please know that what you have reported is as unacceptable to us as it is to you
We appreciate your bringing this matter to our attention, as your comments help identify training and focus areasWe want to be a reliable airline that's earned your respectThe honest feedback helps us meet that goalOnce again, I apologize we let you down
Your business and loyalty are appreciatedI hope you will give us another chance to give you a more positive experience
Regards,
*** ***
Corporate Customer Care
Case: ***

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.comI'm disappointed to read about your recent experience with our representatives at the Hartford Airport. What you described isn't our commitment to providing exceptional customer serviceYou should
expect our employees to treat you with dignity and respect, maintaining friendly, professional service at all timesWe expect the same from our representatives, as its part of our cultureI'm sorry we didn't deliver that to you during your travelThere's never an excuse for what you describedI assure you that your comments are taken seriously and will help us address the issue as we review this with the employee's.I see my colleague issued you a $electronic travel certificate for what took place. I have issued a $certificate to Ms*** as well which will be emailed to you in a few daysAlso, if you attach the receipts for the out of pocket expenses you incurred we can review them for reimbursement. I appreciate you chose United for your travel and hope you will be able to give us the chance to serve you again in the futureOn behalf of United, we look forward to regaining your trust and welcoming you aboard your next flight. Regards, Susan ***Corporate Customer CareCase: ***

Dear Mrs***: I apologize for the frustration you experienced when you arrived to check in for your flightYou state you arrived to check in for your flight at 9:05am for a 9:55am departure and that we did not follow our check in policy because you were not allowed to check in for
your flightHowever our check in policy is as follows: when traveling within the U.Sand are not checking in luggage then plan to arrive at least minutes prior to your departure scheduled time to check inIf you are traveling internationally then you need to cheat least minutes prior to the scheduled departurePlease refer to the following link about cheprocedures: https://www.united.com/web/en-US/content/travel/airport/process/default.aspx As you were late to check in for your flight no compensation is due; however as a gesture of goodwill and to help make amends, I am sending you an electronic travel certificate that can be used toward another United or United Express ticketYou can expect delivery via email within 1-business days We thank you for your business as a MileagePlus member and we look forward to another opportunity to deliver the experience that you deserveWith kindest regards, Ms. *** Corporate Customer Care ***

November 20, Dear Ms***: The Revdex.com has forwarded your correspondence to the attention of United AirlinesI am very sorry for the trouble you are having obtaining credit for your purchase of the *** anti-virus product on August 14, We certainly didn’t intend for
this to happen and I apologize for the trouble you have had trying to resolve thisLet me take care of this for you from our Customer Care officeI have deposited 1,bonus miles to your MileagePlus account, which you should see post within a few daysThis will take care of the miles earned through the purchase, along with some additional miles added as a gesture of goodwillWe’re proud of our MileagePlus program as we are consistently voted the world's Best Frequent Flyer Program by *** *** magazineOur program does offer innovative ways to earn and use award miles, from flights in United's global network to once-in-a-lifetime experiences and the latest in entertainmentThank you for being a valued member of our MileagePlus program Ms***, thank you for this opportunity to assist, I hope we see you soon on a future United Airline flight Kind Regards, Judy *** Corporate Customer Care Case ***

Dear Mrs***: This response to your Revdex.com letter is from United AirlinesI am very sorry to read that advance cheinformation was so difficult to get on behalf of your childrenYou certainly were due a full explanation and correction, if possible. Since you
wanted to purchase the tickets separately, the issue may have been that once built, records cannot be combined with other records but certainly should be cross-referencedAlso, if minor children are on a reservation by themselves our system will not allow early chebecause it assumes they are traveling unaccompanied and the airport cheagents would need to apply special handlingWe would like to offer some goodwill for your understandable frustration in the form of a travel voucher or goodwill miles, but we are unable to offer drink coupons or upgradesAt your earliest convenience please advise whether you prefer a voucher or miles to your Mileage Plus account ***A voucher for $would be emailed to you within 2-days or 5,goodwill miles would take 7-days to deposit to your account Regards, Eve *** Corporate Customer Care Case: ***

Dear Ms***:The Revdex.com has forwarded your correspondence to my attention.Your email clearly expresses your disappointment that your flight was changed and the new flight was cancelled due to the weather and I would like to extend my sincere apology for any negative
impression that may have been createdThe behavior you described is not reflective of our commitment to providing our customers the highest level of service When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional service. There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our representative.I hope you will not rely solely on this incident when forming your opinion of our overall serviceYour business is important to United and I'm confident your next travel experience with us will prove to be much better.As a gesture of goodwill, I am sending you an electronic travel certificate that can be applied towards a future flight with United Airlines which you will receive in as separate email within the next 3-business days.As a MileagePlus member, you have made a significant contribution to our airline, and I want to thank you for your business and continued loyaltyWe look forward to serving you in the near future and I am confident we will continue to work hard and earn a better report on your next flightRegards,Melinda ***Corporate Customer CareCase ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is "partially" satisfactory to me. The response made by United Airlines makes me believe that United will refund my money for the partial ticketIt is not clear, though United also mentioned that they are unable to proceed until they receive confirmation from the other carrier.??? What type of confirmation from the other carrier does United need in order to refund my money? that statement is not clear for me, so that is why United Airlines response is only "partially satisfactory" to meI do not mind waiting up to days as far as I get my refund of at least *** *** (half of what I have paid for that ticket ). Sincerely,
*** *** ** ***

Dear Mr***: We received your complaint filed with the Revdex.com I am sorry for the confusion caused regarding our ticket policyI was not able to review your ticket without a ticket number, flight details or confirmation numberPlease provide this information
and I will review to see if we can make any exceptions on your behalf We appreciate your business and look forward to your response Kind Regards, Keysha *** 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 satisfactory to me
Thank you for your response, and more detailed attention into this matter My full mailing address is *** NW 2ND ST, Apartment 9, Boca Raton, FL Just to be sure "Apartment 9" is on there.
Thanks again,
Joseph ***

Complaint:
I am rejecting this response because:you failed to acknowledge the fact your reservation system and itinerary sent me did not indicate the stop over in Dalian You failed to deliver the service as agreed Although I did not have a visa to China, I did have a proper travel document to enter and stay in China for hours if Air China flight in question flew non stop to Beijing as shown in your reservation system and itinerary you sent me
Sincerely,
Hibiki Shibuya

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,
Tamara ***

Initial Business Response /* (1000, 5, 2015/10/22) */
Dear ***
I recently received your email address to the Revdex.com( Revdex.com)
As per Uniteds terms and conditions regarding refunds:
If your refund request is approved, a refund, minus a $USD
processing fee*, will be provided to the original form of paymentRefunds for purchases made with Gift Certificates will be provided in the form of electronic travel certificates
This policy applies in the following cases:
Death of the traveler, traveling companion or immediate family member
Travelers in the reservation actively on jury duty during the dates of planned travel
Certain illness situations
As such the $per passenger processing fee applies, and I am unable to refund this fee
However as a goodwill gesture for the inconvenience, I will issue an electronic travel certificate in this amountPlease know these certificates are valid for one year from the date of issueHowever the certificates are transferableThis certificate will arrive within 3-days via a separate email
As a Mileage Plus member, my apology for the confusion
Regards,
***
Corporate Customer Care
Case ***

Dear Mr. ***: We received your letter regarding your experience with us. I am very sorry to learn of your unpleasant experience and the ticketing discrepancy you described. Based on the events you described, I regret you did not receive the level of service you
have come to expect. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every dayWe understand that communication is essential, and sharing up-to-date information can help ease disappointmentPlease be assured, it is never our intention to deliberately cause you distress of any kindI realize your experience was disappointing, and to help make amends, I will send you an Electronic Travel Certificate ($300.00) for you to utilize towards your next ticket purchase on United Airlines. Please allow to business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate We do want you to know that our and senior leadership spend a good deal of time reviewing comments from you and other customersWe 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 Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your business, and we look forward to welcoming you on board a future United Airlines flight Regards, James *** Corporate Customer Care Case ID - ***

July 8, Dear Ms***-***: We received your letter from the Revdex.com regarding your son’s, Daniel ***, travel with usI sincerely apologize for the confusion surrounding the delivery of his bag to the incorrect addressAll baggage is handled directly by our Baggage
Resolution Center (BRC) at ###-###-####Their records do show that a baggage representative has been in contact with your daughter, explaining they are not able to pick up bag and fly it to JordanIt will be necessary, for your daughter to contact the BRC directly and request assistance from a supervisor at that office, if necessaryI am very sorry for these circumstances and understand the frustration involvedI ask for your kind understanding that any claims resolutions must come directly from our BRC Thank you for your understanding Kind Regards, Judy *** Corporate Customer Care Case ***

Dear Ms***: I'm sorry for the inconvenience you experienced when your flights were delayed I just called you at 440-*** and left you a voice mail; my phone number 832-*** Direct customer feedback about our products and services is so important in helping
us to improve 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 arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed On your first flight the cause for the delay was the Air Traffic Controllers not releasing the plan to take off To regulate traffic and resume schedules, ATC sometimes holds planes back or asks airlines to cancel a percentage of flightsWe work hard to re-accommodate our customers on the earliest flights possible in order to minimize inconvenience Having said that, I realize that your travel plans were severely impacted, and you did not have a sympathetic ear to respond with compaction I am very sorry Please call me back for us to reach an amicable resolution to this matter( 832-*** ) We hope to welcome you aboard another flight in the near future, and thereby have the opportunity to win back your trustOur goal is to create the world’s most Flyer Friendly airlineWe have room for improvement, but that’s the direction we’re headed Thank you for your business and for flying the friendly skies Regards, *** *** United Corporate Customer Care [email protected] U N I T E D | Grand Plaza Drive | Houston, Texas | USA ana.***@united.com