United Airlines

Dear Mr***:Thank you for contacting United Customer Care again through the Revdex.com.We again apologize for your continued concerns and are sorry for your dissatisfaction with our responseWhile no additional compensation is possible, we again appreciate your additional feedback and comments. We thank you for your timeRegards, Maria *** Corporate Customer CareezCare Case: ***Tell us why here

Complaint: ***
I am rejecting this response because:--While I have received a reimbursement check, the amount is still far less (nearly 40% less) than my claim amountThe bulk of my claim amount was for newly purchased items less than months prior to my flight, or high-value formal clothing that I needed for the wedding I was attending in CaliforniaAccordingly, United Airlines is forcing me to incur a large financial loss of more than $They have extensive details of the brands, items, and purchase dates in my caseAll the more, I must reiterate that the UA flight attendant removed my bag without providing for a way for me to recover it, as is protocolIn almost every situation, if a bag is removed from a plane, or loaded into a plane baggage compartment at the last minute, there is a claim tag assigned to the bagIn my situation, the flight attendant had admitted to not following protocol and did NOT assign a claim tag to my bag that I could follow up on, nor did he gave the gate crew any further instructionsWithout these two customary and necessary steps, it was simply impossible from the very beginning that my bag could be recoveredI should certainly not incur any financial loss whatsoever for a failure to follow procedure by the UA team. --While MsSusan *** indicates she has followed up with the Baggage Desk Manager, I still have not received ANY email, that she indicated I would on 11/1. --Again, my request is simple and straightforward and fair. I am seeking the full reimbursement that I am owed for UA losing my bag (nearly $3600), the value of the toiletries and urgent apparel items that I had to purchase while waiting for UA to move the status from delay to lost (nearly $400), as well as an additional concession for the countless hours I have spent explaining my situation to UA Customer Service, over and over again (now above hours)I am not seeking any damages above and beyond what is fairly owed to meThus far, I have received an insufficient check for $2433.99, and absolutely no follow up after Ms*** confirmed she had reached out to the Baggage Desk Manager. I am writing this note exactly days after UA lost by bag, and they still have not provided a proper and fair resolutionI think it's fair to say that in this modern area, no customer service resolution should ever take this long.
Sincerely,
Sartaj ***

Dear Ms***: I'm sorry you were disappointed with our previous response. Our records show that you used the ticket therefore no refund is dueWe look forward to welcoming you on board a future United Airlines flight Regards, Ms*** Corporate Customer Care ***

Dear Mr***: I'm sorry you were unable to use your ticket I understand it wasn't your intention; however, the ticket's rules do not allow an extensionIf you have any questions about this policy, let us know We appreciate your business and look forward to
welcoming you on board a future United Airlines flight. Regards Gail ***Corporate Customer Care

Complaint: ***
I am rejecting this response because:as I explained over the phoneDue to the extra costs I incurred, the lost time and the harships that were caused due to the many failures that united had as a company the only satisfactory outcome would be a refund which was rejected by United
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
From: s***[mailto:s*[email protected]] Sent: Friday, June 09, 7:AM To: Revdex.com Info Subject: Case #*** This a reply to my case being closedI emailed United Airlines all the requested information without a replyI do not want my case closedI have no resolutionI want the credit voucher issued on the payers name.
Sincerely,
Sandra ***

Dear Mr***: I am sorry you were not able to book a ticket using your mileage for your wife on our star alliance partner, Eva airlines When booking a ticket with our travel partners like Eva, you must wait hours for the ticket to confirm and get a confirmation of your ticket
From reading your email you never got a confirmed e-ticket confirmation of the flightYou only got a booking which would confirm in hours but never confirmed because Eva did not release a seat for you to book on the planeI regret you never got a confirmation of the ticket It is our goal that customers have a seamless travel experience when traveling and working with United and our Star Alliance partnersBased on your comments, we did not meet our goal or your expectations I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriouslyPlease be assured your comments will be forwarded to appropriate senior management within our Alliance Division for internal review and necessary corrective action. We appreciate your support of United and our Star Alliance partners Best regards, Ms*** Corporate Customer Care ***

Initial Business Response /* (1000, 5, 2015/08/30) */
Dear Ms***
I'm responding to a complaint forwarded to us from the Better Business Bereau
We value your feedback regarding you upcoming reservation and the ticketing process with your infant childFrom what you describe, we failed
to meet your expectations for providing good servicePlease accept my sincere apologies
We appreciate when customers take the time to share comments and suggestionsFeedback like yours presents opportunities to improve or enhance our products and services
As it was explained to you when you called back to question why you didn't received you confirmation number for ticketing, you should have called us hours after you attempted to book the reservation on line at united.com if you didn't receive the ticketing confirmation
Our records indicates your tickets are confirmed for travel on October 4, Again, we apologize for the inconvenience
Rest assured that we want to do everything we can to ensure that your travel needs are metWe understand air travel isn't always easy, which is why we continually focus on improving our products and services
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
***
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just as all your careless representatives you didn't even pay attention to my complaintLet me say it again for the weak mindedI have called witching hrsMatter affect whiting two weeks I was told about times to call whiting hrsWith simple words in case you have issues with understanding I called at least 6-times and was on hold for each time while the reservation desk called the ticketing departmentThey never honored the hr period as they didn't issue my ticked for two weeks even though I kept calling and asking about it, matter a fact at one point they cancelled my reservations without a notice and without any given reason Is your brain getting it now?? Few days ago when I called at least the 15th time a person name*** made you unprofessional lazy ticketing department issue my ticked finally and just so you know according to*** the ticketing department did not want to honor the certificate that I had because I'm not paying full price for the infantHowever I'm paying full price for my ticket but that didn't matterThis is unacceptable , your ticketing department simply didn't want to sell me the tickets because of the certificate and actually cancelled my ticked behind my back sneakingly but luckily I found it out on timeAnd this information coming straight from your reservation specialist via ticketing department personnelSo don't just send me a nonsense general response , take your precious time to digest my complaint while you are on the clockBesides, since the confirmation number was sent to me why is it that I have to keep checking the ticket validity status?? Luckily I did though and that's how I found out that they cancelled my ticketsIt's a joke that in I have to wait two weeks, call every second day for status to get a plain ticket issued to me after paymentI have been traveling back and forth between Europe and USA but this never happened to me
Final Business Response /* (4000, 9, 2015/09/02) */
Dear Ms***:
Thank you for contacting United Customer Care again
We are sorry you were dissatisfied with our response and goodwill gestureWe have reviewed your request and support our original correspondenceWhile no consideration or compensation will be forthcoming, please know your feedback and comments are appreciatedAgain, you failed to take appropriate actions to secure your travel plans as I indicated in my previous email which is your responsibility
As it was explained to you when you called back to question why you didn't received you confirmation number for ticketing, you should have called us hours after you attempted to book the reservation on line at united.com if you didn't receive the ticketing confirmation
Our records indicates your tickets are confirmed for travel on October 4, Again, we apologize for the inconvenience
Regardless, we're always glad to hear from customers and thank you for your time and patience regarding this matter
Regards,
***
Corporate Customer Care
Case: XXXXXXX

Complaint: ***
I am rejecting this response because:There was not one single solution offered to fix this terrible experienceI want action and I want to know the consequences for the employee who hung up on me.
Sincerely,
Katie ***

Dear Mr***: I’m sorry your flight didn’t reflect the service you deserved from our Honolulu *** departmentFrom reading your email, we let you downI’ll make sure to pass your feedback on so we can improveI regret am unable to refund the charges to you by ***; however as a
gesture of goodwill I am sending you an Electronic Travel Certificate, which will arrive via email in a few daysI hope your will use the certificate to get our airline another chance to give you a great flying experienceOnce again, I'm sorryThank you for your business and loyaltyWe look forward to serving you on your next United flightRegards, Ms*** Corporate Customer Care ***

Dear Ms***:I’m sorry your flight didn’t reflect the service you deserved on June 25, 2017. I understand your disappointment that your flight was delayed, and you missed your connecting flight in Newark. I realize you did not receive the help you expected or deserved at the airport
or over the phone during this stressful time. I also apologize that you did not receive a hotel voucher as Ray advised was confirmed for you in Newark. From reading your email, we let you downI’ll make sure to pass your feedback on so we can improveThat’s our first stepI’m also sending you and Clevitta *** each a $Electronic Travel Certificate, which 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 sorryI hope you will use the certificates and give us another opportunity to serve you better on a future flight with us. Thank you for your business and loyaltyWe look forward to serving you on your next United flight.Regards, Susan ***Corporate Customer CareCase: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11667957, and find that this resolution is satisfactory to me
Sincerely,
Zeyad ***

March 18, 2016Dear Ms***:I am responding to a correspondence received from the Revdex.com.First and foremost, please accept my heartfelt apology on behalf of the entire United Airlines team for the level of service you and Mr*** experienced on February 28, 2106.I regret the
circumstances described in your emailI understand that you arrived in Lima, Peru on February 27, however your bag did not until February 28, I am truly sorry this happened, and I understand your frustrationThis occurred despite our quality control standards to assure baggage reaches its intended destination on timeI’ve shared your travel experience with our airport operations team for review, as they work to improve baggage proceduresI am sorry to learn from you that you did not receive any help from our baggage representative staff in Lima, PeruOur employees should provide professional service at all timesBut, you report that baggage staff let you down, which resulted in your disappointment with our serviceThe behavior you described is not reflective of our commitment to providing our passengers the highest level of serviceI apologize for the negative impression this situation createdWe intend to provide a high-quality experience, tailored to meet the individual needs of our passengersBased on your comments, we did not meet your expectations, and I regret your dissatisfaction with the service providedYour feedback will be used in future coaching and training as we continue to improve our serviceAdditionally, your comments will be forwarded to the appropriate management team to provide feedback directly to the employees.While I can appreciate your request to refund your tickets, please understand your United tickets was a contract between us to transport you safely and as comfortable as possible between your point of origin and destinationWe do not provide a refund when transportation has been providedRegrettably, we are unable to honor your request to refund your tickets.As a gesture of concern, I will send each of you a $electronic travel certificate that will arrive to your email address within business hoursThe terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useThe certificate can be redeemed on united.comThe certificates are valid for one year from the date of issue and are valid toward the purchase of air transportation on any of United or United Express Airlines flightsIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near future. Thank you for allowing me the opportunity to apologize and register your complaint for future improvement.Ms***, as a MileagePlus member, we appreciate your business and supportWe look forward to welcoming you and Mr*** onboard a future United Airlines flight.Regards,MrsElizabeth ***Corporate Customer CareUnited AirlinesUAL: 10135394Revdex.com:

Dear Mr* ***The Revdex.com has shared your information with
United Airlines Customer Care Department, and we appreciate this opportunity to
address your concerns regarding our checked and carbaggage policies.Your
ticket price includes one piece of carbaggage and
one (small) personal
item, free of charge. We ask that your carbag fit in the overhead
bin or below the seat in front of you. Some airports have displays where you can check to see if your bag fits the
required dimensions. If
you plan on checking in your baggage, then the standard first and second
checked bag fees will be collected when you check your bag at the airport. Checked baggage fee policies do vary for each airline
so it is important to check with the carrier for that specific airline's
policiesFor more details regarding United's checked baggage policy, we have
provided the URL for your convenience: https://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx. Note that our website also features a
checked baggage calculator which helps calculate the cost of checked baggage
based on factors such as the traveler’s cabin class and/or MileagePlus frequent
flyer status. As you were traveling with two checked
baggage, the $you incurred for your checked baggage is correct, and a refund
is not applicable.We are sorry
to learn about the conflicting information you received when you called United
Reservations. United is focused on delivering great customer service, and
we appreciate your bringing this matter to our attention. Customer
feedback is very important to us, as it helps us shape, evaluate, and improve
the service we offer. Our Reservations management will benefit from your
comments. Although a refund does not
apply, we would like to present you with an electronic travel certificate as a
gesture of our concern. The travel
certificate can be used to help offset the cost of a future ticket purchase
with us, and you will receive the electronic travel certificate under separate
cover via email within 48-hours. In the meantime, your patience is
appreciated.Thank you for
your business, Mr***. We look
forward to welcoming you onboard United again soonSincerely,*** ***Corporate
Customer CareUnited
Airlines Case ID ***

Dear Mrs***:The ticket you purchased via Travelocity is very restrictive and does not allow for upgrades, refunds, or exchanges.For more information regarding the fare rules for your ticket please contact Travelocity at 7420.We apprciate your patronage and look forward to serving your future travel needs Regards, Jacqueline ***Corporate Customer CareCase: ***

Dear Mr***: I'm sorry for any discrepancy in regards to our hotel partners advertised final costsYou are correct transparency is vitalWe understand that above all else accurate information is the number one priority for all customers. I regret that you did not receive
accurate information nor did you experience the level of customer service you have come to trust Although, I am unable to refund funds collected from a third party, as a gesture of goodwill and to offset the unexpected cost, you will receive 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 ExpressJet Airlines. Please allow 3-business days for delivery on a separate cover to your emailThank you for your business and loyalty as a MileagePlus Premier Gold memberWe look forward to a future opportunity to provide the customer service you deserve on United Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID Tell us why here

Dear Mr***:The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United AirlinesWe are sorry for the inconvenience you experienced with the
reservation that did not charge you for the taxes for your infant sonOur goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination Based on your comments, we have room to improve. Please be assured that we understand your concernsIn appreciation for your feedback and patience, please enjoy the electronic travel certificate that will be emailed to you under separate cover within 3-business days I hope your next experience will earn a positive review. Your continued support is very important. We are working hard to earn your trustRegards, Lisa ***Corporate Customer CareCase#

Dear Ms*** Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the disappointing travel experience you had with us recently. I was sorry to learn of the “Extreme Weather” cancellation of UAon
December 28, 2015, especially on your honeymoon!. As you know, we never intend to disrupt our passengers' travel plans. Of course the safety and well-being of our passengers and crew must always be our first priority so some delays and cancellations are unavoidableWhile cancellations do sometimes occur, sub-standard customer service should not. The poor service you received during this stressful time is unacceptable In any event, we don't question the great inconvenience this caused you and the feelings of frustration that resulted. From what you describe, we didn't live up to your expectations or ours, and I'm sorry. Your request for reimbursement of ground transportation and other out of pocket expenses is appreciated. However, we do not absorb the additional costs associated with the travel plans that you made. I was also sorry to learn of the baggage mishandling that you report. Please understand that the air carrier that takes you to your final destination is the carrier responsible for the delivery of your belongings and reimbursement of any interim expenses you may have incurred While I can't undo the frustrating circumstances you experienced, I am sending electronic travel certificates in a separate email which will arrive in 2-days as a gesture of our concern. I hope you are able to use them and give us an opportunity to provide the service you expect and deserve from United Airlines. Ms*** your business and satisfaction are especially important to us. 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, *** *** ***Corporate Customer Care Revdex.com *** *** ***

Complaint: ***
I am rejecting this response because:I did not book the ticket myself I did it through an agent on the phone using a credit from a previous flight I have booked in the past using United and upgraded online at the same time with one transaction and a confirmed upgrade, the way the agent booked the flight on the phone was not the same and fored me into the B.Spolicy you are quoting in your response You did it to target me to make me pay extra fees, I'm simply asking to use my full credit to pay for the full price of my next flight (which is to Portugal) It is a very deceptive practice you are quoting in your response, plus I never had confirmation on the phone that the flight was booked, I got disconnected from the booking agent and she proceeded without telling me exactly what she did You are a very deceptive airline
Sincerely,
Tim ***

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 do disagree with certain statements made by the businessAs a call was placed to the business regarding the reservation, the Agent for the business stated that the other carrier ANA placed our reservation on a waitlist and had never mentioned any issues regarding payment of the ticketsThe reservations where pur***d from separate credit cards (United Mileage Plus Card, *** Sapphire Reserve)For both credit cards to hold and not release the payment as stated by the business, seems unreasonableWe were fortunate to have some flexibility in our travels dates to find alternate routes and comparable pricesIf not, we would’ve been stuck with the higher pricesThe new tickets were pur***d with the same credit cards and had no issues being processed and confirmed.However, I do appreciate the business reaching out and their gesture of good willThe resolution again is satisfactory to me, but the explanation of the situation is notSincerely, Benjamin ***