United Airlines

November 8, Dear Ms***: The Revdex.com has forwarded your correspondence to the attention of United Airlines I apologize for situation you describe while checking in for your travelWe do allow only one carbag and one personal itemI am very
sorry for the manner in which this was handled, and I have sent your feedback to be reviewed for training purposes I took care of this for you and submitted a refund requestYour reference number is ***United Refunds will contact you via email once the refund is completedPlease allow up to business days for processingIf you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxThank you for letting me resolve the issue I appreciate you chose United for your travel and we look forward to welcoming you on board a future flight soon Kind Regards, Judy *** Corporate Customer Care Case ***

Complaint: ***
I am rejecting this response because: The inconvenience, delay, and costs to me were far in excess of $This is really the worst airline experience I have ever had, and it doesn't sit well with meI spent weeks planning this vacation and probably $6,000+ preparing for the tripDue to several delays outside of my control, all of that became wasted unfortunatelyI am asking for a full refund, or at least a travel voucher in the amount of my ticketThank you
Sincerely,
*** ***

Revdex.com:
When you state refund do you mean the flight cost will be refunded and the ticket will no longer be valid? or do you mean you might be able to provide reimbursement of the flight cost cause of my current issues and the ticket will still be valid for use. I have already spent over $for the one way flightI don't want to spend more money and have to purchase another ticket with another airline and spend even more money. Just so you are aware.....nothing popped up when I booked the ticket for my daughterthere was no additional guidelines that were explained to me when I booked the ticket for herI had selected everything required and was not notified
Sincerely,
Michael ***

Dear Mr***:I sincerely apologize that the service was not working while you were onboard UANovember 10, 2017. It is never our intent to disservice any passenger traveling with United Airlines.We do have a Corporate Customer care email address to address such concerns if when
you called and were always referred back to the website for a refund. Please note tha tyou can email customercare@united .com for any flight issues or feedback that you would like send to us.I have requested a refund for you. The refund will be processed back to your original form of payment. Please allow up to business days for the refund to eb completely processed.United Airlines does appreciate your business.Regards,Sheila ***Corporate Customer CareCase ***

Dear Mr***Thank you for your email. Your original ticket from IAH-PHX was for $per ticket, your tickets were exchanged to IAH-SJD that new fare was $therefore you had a difference in fare of $You were not a charged a $change feeFor award booking and
upgrades as stated on our website all awards are for one direction of travel on United, United Express and *** *** All amounts are for one leg of a tripI am also reviewing your reservation you were given a refund of $per leg of your trip.We regret we are unable to refund $250.00Thank you for using United Airlines.RegardsGail ***Corporate Customer Care***

Dear Mr***:I regret that you did not receive a baggage receipt. Please provide me with your ticket number and/or confirmation number and I will be more than happy to send you a receipt. Please feel free to contact me ***Monday-Friday 0600AM - 2:00PM CST. IF you
would rather just respond to this email, please feel free to do soUnited Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards, *** ***Corporate Customer CareCase ***

Dear Mr***,I'm sorry that you are disatisfied with my response. As a gesture of goodwill, I am sending you an electronic travel certificate as a gesture of goodwill which yoou will recieve within the next 3-business days.Thank you for choosing United Airlines. Regards, Melinda ***Corporate Customer CareCase ***

Dear Ms***-***:I am responding to your communication submitted to the Revdex.com.I'm sorry for the disruption in your travel plansSo that we can research your information and properly address your concerns, please provide the following: • Ticket number• Confirmation
number • Frequent flyer number (if available): • Flight number: • Flight date: • Approximate departure time: I appreciate that you chose United and look forward to helping you soonRegards, Julie ** ***Corporate Customer CareCase ID:***

Complaint: ***
I am rejecting this response because: it is not my intention to be compensated in the way you are offering.If you say is true that it is being addressed internally, then that actually is beneficial to your company. But I stand in our belief that it is only the decent thing to do is to offer the electronic travel certificates to the people who took action to help us. I find it hard to believe that in this day in age, your company do not have the capacity to reach out to these three passengers. I would ask for their names; but I am certain that will not be allowed. we are rejecting your offer of electronic travel certificates that clearly states that once we accept them, United is released from any liability from any complaints. as per our earlier request, we will accept release of liability to United when the three electronic travel certificates have been issued/transferred to the three passengers who came to our aid. you called these tickets as compensation to what happened to us; but i'd rather compensate the three passengers who gave up their seats and had two people take middle seats instead.this, we believe, is the prudent and decent thing to do. like I said before, our travels are always within the United routes - always. we'd rather pay for full price and receive the regular costumer service - instead of being "singled out" again and be flagged to be given special treatment. good service should be universal - not only to those who bring issues to the attention of the management. In the same thought, kind actions should be appreciated and recognized, which is what we wanted to do for the three passengers. It was my intention that United can stand with us on this. I want to use this experience as something I can teach to my daughters - that kindness is still out there and that when you see it, it should be recognized.thank you for your attention
Sincerely,
Pearlieshell ***

Initial Business Response /* (1000, 5, 2015/06/22) */
Dear Mr***,
I am responding to your communication sent through the Revdex.com
I have forwarded your refund request to Customer Refund Services for review and considerationYour request will be viewed and handled to
conclusion within daysYou can check the status of your refund request on www.united.com/refundsYour refund request Id number is XXXXXXXX for ticket XXXXXXXXXXXXX
Meanwhile, your continued patience is appreciated
Regards,
*** ***
Corporate Customer Care
XXXXXXXXXXXXXX
XXXXXXX

Dear Mr***:Thank you for contacting United Customer Care againI'm responding to a complaint forwarded to United Airlines from the Revdex.com. We are sorry you were dissatisfied with our response and goodwill gesture. We have reviewed your request and support our
colleague's original correspondence. While no further consideration for a refund or compensation will be forthcoming, please know your feedback and comments are appreciated. Our gesture was meant to address this issue uniformly and fairly for all our passengers We believe that the compensation we offer is fair and reasonable and in line with the service you experiencedOur intentions are to offer you a balance of valuable options that are easy to redeem While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel. We hope you accept it in the spirit in which it was given and that we can move on in our business relationship.I apologize for the inconvenience you experienced as a result of irregular operations Our schedules can be affected by inclement weather, industry regulations and air traffic. We generally do not compensate for situations beyond our control; however, we can certainly improve the way we respond in such an event Regardless, we’re always glad to hear from our MileagePlus members and thank you for your time and patience regarding this matter. Regards, LeMarkus ***Corporate Customer Care ManagerCase: *** Tell us why here

Dear Mr* *** I'm very sorry we're unable to reach a mutual agreement and you feel the issue wasn't resolved. While we won't be able to honor your request on this particular issue, you were provide travel certificates in the amount of $per person and also also advised to contact
the last carrier, British Airways, to address your baggage concernsThey'll need the bag tag number and original baggage report information you filed with them, so they can process your claim efficientlyI sincerely apologize we aren't able to process your claimWhen your travel plans contain multiple airlines, the final carrier is responsible to handle your baggage concerns. Once 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. I understand and appreciate the loyalty you’ve given to usWe will always be grateful for your business and look forward to welcoming you on board a future United Airlines flight. Regards, Jacqueline ***Corporate Customer CareCase:***

Dear Mr* ***: I am unable to find any changes on your ticket, please forward the ticket number associated with the charge so I can research the charge for youThe ticket number will start with *** if it was charged by United. Thank you for flying United Airlines. Regards, Cindy
***Corporate Customer Care***

Dear Ms***:Please accept my apology for not being refunded for the ticket that you purchased for your family member ***.I do understand that you purchased the ticket and requested the refund back to the credit card that it was purchasedWe provided *** with the credit since the ticket
was hers once you purchased it for herThe reason the credit was provide was because the tickets that you purchased were non refundable ticket so that is why she was provided the value of the ticket since she did not travel in the form of a travel certificate.We appreciate your business and I am sorry for any misunderstanding.Regards,*** ***Corporate Customer CareCase#

Complaint:
I am rejecting this response because:The reason I am rejecting this response is because this does not answer my questions about my luggageIt didn't just disappear into thin airSomebody had to see it besides the three gentlemen at the baggage check counterPersonally, I feel it's the easiest thing for the airline to do - to offer me a voucher or certificate to put towards another flight with themHundreds of dollars of (mostly brand new - purchased on the trip) items, as well as, glasses and contacts, etc., were lost or taken from the time I checked the duffle bag and my suitcase, to the time I landed in Duluth, MNI handed my luggage over to United Airline Employees, and was one of the first people to the baggage claim when I landed in Duluth, MNSo I'm finding it very unlikely - impossible that another flight passenger would have had any opportunity to see, let a lone take my bagIn their response letter, they reference August 11th, which was the first riff in my flight experience with them; when my suitcase didn't arrive at the baggage claim upon arrival to Chicago, and was found and returned the following nightHowever, there is not one sentence in that response letter that references the bigger incident - the duffle bag that seems to have "disappeared into thin air" somehowI'm sending a second copy of the Customer Baggage Claim Form to UnitedI am not willing to let this go, as if nothing happenedThis incident has pretty much confirmed that I will NEVER check a bag or piece of luggage again when travelingI can't afford to replace all the items in that bag, I can't even afford to replace the two pairs of glasses and the contacts right nowTo offer me a certificate to be used towards another flight with United Airline, completely aggravates meIt's the simple solution, offer credit to someone so they can use our airline againI do not feel that my complaint has truly been addressed
Sincerely,
Cassie ***

Dear Ms***: I am very sorry to hear that your flight schedule was changed. I will be happy to upgrade you and Mr*** to Economy Plus seats as a token of apology.(This is an $fee) Unfortunately, I cannot honor your request for 25,milesThank you for understanding
our compensation guidelines. We look forward to serving you on your flight in FebruaryIn the future you may contact United Airlines directly at [email protected] you for your loyalty as a MileagePlus member. Kind regards, *** ***Corporate Customer CareCase ***

December 02, 2015Dear Ms***I am responding to a correspondence received from the
Revdex.com.We are sorry for the
inconvenience you and your family experienced on November 16, 2015.Direct customer
feedback about our products and services is so important in helping us to
improve
We are doing a number
of things to improve customer service and make our processes more efficient,
including investing in comprehensive training initiatives for frontline
employees. The compensation you refer to is called
Denied Boarding CompensationWhen it looks like more passengers than
anticipated will check in, we will solicit volunteers to accept alternate
transportationBefore departure time, our boarding agent will determine if we
have been able to get enough volunteersMost often we do, but when we still
have more customers than seats, we may have to deny boarding to additional
passengers based in part on chetime and seat assignment statusWhen you
are denied boarding the compensation will be arranged by the airport staff on
the same day of travel.On your behalf, I contacted our Denver, CO Management
team and further investigation indicates, that prior to flight departure our gate agent
determined they had enough volunteers and you and your family boarded UAon
November 16, from Denver, CO to Rapid City, SDUnfortunately, we are
unable to honor your request Thank you for
allowing me the opportunity to apologize and register your complaint for future
improvement. Ms*** we
appreciate your business and look forward to welcoming you and your family on
board a future United Airlines flightRegards,*** *** ***Corporate Customer CareUnited Airlines*** ***
*** ***

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,
Haitao ***

October 22,
Dear *** ***
I am responding to your added correspondence received from the Revdex.comI regret you're dissatisfied with our responses
Please know your concerns were not received lightly and we thoroughly understand your point of viewI again wish to express our regret in failing to meet your expectations
As mentioned by my colleague, *** ***, in her prior responses to you, seat assignments are not guaranteedThis information is also available in our Contract of Carriage, which *** *** also pointed outPlease also note, that we generally do not offer compensation for seat assignment changes as they are not guaranteed; however, as a gesture of goodwill *** *** provided 5,award miles for you for the inconveniences you experienced
That being said, you asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe miles we offered were not intended to reimburse you for the award ticket you purchased or to compensate for your dissatisfactionThey were offered strictly as a goodwill gestureAnd, as we did provide a seat for you in our Premium cabin, and provided transportation, we must respectfully decline your request for the 25,miles you used for this trip to be returned to your MileagePlus accountNonetheless, your disappointment is understood and has been documented
*** ***, we again apologize for the disappointment this situation has caused youWe hope you will accept our apologies and the miles we have offered in the spirit in which we intended, and allow us the opportunity of serving you again for your upcoming travels
Regards,
*** ***
Corporate Customer Care
Case: ***

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,
*** *** ***