United Airlines

Dear *** *** :I'm responding to a complaint forwarded to us from the Revdex.com. I'd really like to help you but I’m missing some details I need to review your request Try to provide as much of the following information as you can, along with a brief summary of your
request. 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 receiptI'll be happy to respond once I review the information you provide. I appreciate you chose United for your travel and welcome the opportunity to assist you. Regards, LeMarkus ***Corporate Customer CareCase: ***

Dear Mr***:
We are committed to providing excellent customer service and will make every effort to address your concerns
To facilitate our research, kindly reply to this e-mail with the information below:
Passenger name (s):
Frequent flyer number (if available):
PetSafe
Reservation:
Flight Number:
Flight Date:
Ticket Numbers:
Approximate Departure Time:
Origin:
Destination:
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
Lilia ***
Corporate Customer Care

Dear Ms***:I apologize for the inconvenience you experienced as a result of the weather cancellation of your flight from Chicago to Duluth on June13, 2016.Although our goal is to provide on-time departures, the safety of our customers and crew is always our foremost priority We are
always working to offer timely updates and reaccommodation options. Unfortunately, weather cancellations can affect more than one flight causing a domino effect and a greater demand on available seats for later flightsLimited flight availability may be unavoidable, but we should always do our best to get you where you need to be as quickly as possible. Our records indicate you have been in contact with us regarding this event. I regret that our response to your concerns was not as you expected, however, as a gesture of goodwill a $travel certificate was issued to you as an acknowledgement of the inconvenience you experienced.Thank you for your open, honest and direct comments, which clearly let us know that we need to improve in how we handle this type of situation. Know that your concerns have been documented for review and appropriate internal action. We appreciate your patronage and look forward to serving your future travel needs. Regards, Jacqueline ***Corporate Customer CareCase --

March 15, Dear Mr***: I am responding to your communication addressed to the Revdex.comWe appreciate the time you have taken to contact us againOn behalf of United, I am sorry to learn of your continued disappointmentWe ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and proceduresOn behalf of United, I am sorry to learn of your continued disappointment and I understand that you did not find my previous correspondence satisfactoryIt is important for you to know that our policy cannot be compromised in equitable fairness to others whom have requested similar exceptionsRespectfully, we are unable to honor your requestFurther investigation of our past date records indicate, you were issued two $electronic travel certificates from our Executive Customer Care Department and our Baggage Resolution Center issued you a check for the amount of $for interim expenses as well as two $electronic travel certificatesWhile I understand you do not feel the gesture is meaningful given your circumstances, I hope you will accept our gesture in the spirit in which was intendedUnfortunately, we have nothing more to offer you for your dissatisfactionWhile I realize that the application of our policies and guidelines has not provided you with your preferred outcome, please be assured that we appreciate your businessRegards, MrsElizabeth *** Corporate Customer Care United Airlines UAL: Revdex.com:

Dear Ms***:I regret that you are stating that you were over charged. In order for me to assist you, I will need your confirmation number and/or ticket numbers. Once I have the information that I am requesting, I will be happy to review your reservation.Regards,Sheila
***Corporate Customer CareCase ***

Dear Dr***:The Revdex.com has forwarded your correspondence to our attention.I apologize for the confusion surrounding the waiver of the change fees for the mentioned travel recordsI have reviewed the records and do see the request was madePlease understand that United does not
tolerate discrimination of any kind, and this was purely a technological errorI have submitted the ticket information to our Refunds team for processing, please allow up to business days for this to be completedThe reference numbers for the requests are ***, ***, and ***Thank you for your patience and understanding.We appreciate your business as MileagePlus member and look forward to seeing you aboard soon.Kind Regards,Judy ***Corporate Customer CareCase ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11093749, and find that this resolution is unsatisfactory to me
I am extremely disappointed with United Airlines reciting their policy when I encountered the lack of information on occasions and was put through a very stressful time
Sincerely,
Trudy ***

Dear Mr***: I am sorry to hear about what took place at the Dallas Airport on November 19, and I understand your frustrationI also understand your disappointment that you were not advised of the fee when you booked the tickets over the phone or when your children checkat the
airportThe charge is correct, if there is a year old who is not traveling with someone who is years or older the unaccompanied minor fee does apply. We only charge the fee one time in each directionDue to the misunderstanding I have requested a refund for the $charge and the credit card used should be updated within two weeksI have also deposited 5,goodwill miles into your account for the overall negative experience and for the time you have spent on this matter. I do not show that you paid the unaccompanied minor fee for the return flight as I am only able to see one $charge. If you are charged for the return flight please email us back and I will review the refund request at that time.Thank you for being a MileagePlus member with us and have a nice day.Regards, *** ***Corporate Customer CareCase: ***

Complaint:
I am rejecting this response because: it is an absolute lieI have video footage stating otherwise from gate agents and flight crew that timed outI have also emailed United Executive Management Laura ***, Sharon ***, and Oscar *** the following email on Tuesday:Sent: Tuesday, August 08, 8:PM To: CustomerCare; ***, Oscar; ***, Sharon; Laura***; ***, Laura Subject: Re: United Customer Care cc1Mr***, Ms***, and Ms***I had not flown United for sometimes due to constant issues when traveling with this airlineAfter the whole dragging off the plane fiasco, I thought United would have gotten betterSo I thought let's give it a try.I took round trips last week on United and out of segments had unacceptable issuesSo your "customer care" department adds insult to injury with a measly $travel voucher. Record Locator: EKQN2F (flight that caused missed meetings and an additional trip to be scheduled) and O6G4N(Mileage Plus JF816126)Please keep in mind, I was supposed to have a choice in whether to accept an amount (considering that a serious delay cost me approximately$800) or miles.United Customer Care gave me less than the minimum offered to other passengers and took away my choice even though I am now going to be out a minimum of $because I have to book an additional trip to Miami forthe meetings missed because of United's poor crew planning (it was solely crew issues as we watched them time out waiting on other crew andgate agents stated this)Other passengers on that same flight were given a choice and offered more than what United gave me! Even after I filed complaints with Deparment of Transportation and the Revdex.com because I was directed by agents to CALL United and got the run around with no resolution when I did thatUnited didn'tbother to reply to either complaint.I really thought United had turned it around and separate flights had issues and this is considering that I paid for multiple upgrades including Premier Access and First Class ($425+ in paid upgrades)Yet the best United can do is $100. Really?So let's break this down! By flight! Record Locator: EKQN2FUA985 FLL-EWR original seat was 37FI had already boarded the plane and was seated with my seatbelt onI was then TOLD to move to seat 38A with NO explanation as to whyBecauseI was only in NYC for one night, I said nothing because I needed that flight to go and I knew EWR was a hub and there would be a customer service desk. Upon explaining the situation in EWR and they were able to call and verify with FLL supervisor, the put me in a another seat ensuring I would not be movedYes they gave a $voucher but I did not ask for itI only wanted to be sure that it did not happen on my return flight because I would make an issue of it then and I thought it extremely unprofessional to simply tell me to move with no explanation especially after I have already boarded and seated with seatbelt on.UA711 - EWR-FLLFlight was delayed by 6+ hours and it was due to crew issues as they were coming from multiple different flightsAt one point a captain timed out and we had to wait for another one to be called in from home (supervisors announcement) flight was supposed to leave on Wednesday, weleft on Thursday at 2:30amMy prearranged ride could not wait all nightwithout charging me for itSo I ended up have to get an Uber and then making my way to hotel (long ride) to eat, shower, try to get a least 1 hour of sleep as I had back to back meetings all day until 9pm and was leaving the next morning to HoustonI cancelled early morning Miami meetings because of uncertainty of when I would arrive and be able to get ready. Now I have to come back on a separate trip later this month for those meetings or I could lose new clients which amounts to Over $500K in new business. By the way I paid for premier access on this flight and never received those servicesLong lines in premier access check in so I went to economy check in and got through fasterPremier access security line was just as long as regular security line, and by the time we finally left it was really first come first serve to board as everyone just started boarding irrespective of their groups as we were all tired and hungry (United offered nothing for us in terms of snacks or drinks)So I essentially paid for nothing.Record Locator: O6G4N0UA1475 MIA-IAHFlight went on with no issues or delays!UA1091 IAH-MIAInitially paid to upgrade to Economy plus as no first class seats were available via the United appOnce I arrived at airport, a first class seat became available and I paid to upgrade to thatKiosk said I would get a refund for the economy plus upgrade because I paid for a more expensive seatStill waiting for that refund of $39To top it off, on this same day I paid for a pass to United Club for thevery first time as I have never been beforeInitially I thought they would allow me in since I paid to upgrade to First Class on both segments but that only applies to International first class I was told. My first experience with the United Club was not worth the $fee paid.Starting with an agent by the name of Michelle who worked the main desk inside the United Club in Terminal EI walked up to her (after paying Eve and taking the escalator up to the 2nd level) and stated that this was my first time ever inside the United Club. Without ever looking up at me she quickly states "everything is over there"With that demeanor I did not bother to ask anything elseI turned around and walked "over there" which is where the food and bar wasFood needed to be refilled and protected from the flies and it wasn'tI was looking for luggage storage and a restroom and as it turnsout it wasn't "over there"It was literally in the opposite direction (behind Michelle) and as I wasted more time walking around trying to figure out everything I discovered showers were on the 3rd level and so was a copy and print centerI was only in there for an hour before heading to the gate for the delayed flightWill never spend another dime on United Club as it simply wasn't worth it due bad customer service and bugs around the food station$down the drain!I just wanted to see how it compares to the Amex Centurion LoungeI will stick with AMEX. Needless to say it is extremely disappointing that after all of this United Customer Care felt it was ok to add insult to injury with a measly $travel voucherI spent over $on these flights including multiple Paid upgrades and still not getting all the miles I am due including bonus miles for the first class segmentsI even paid $to reinstate old miles thinking that Might fly United more and that they would make it rightAnother $down the drain! Expecting a Reply within hours with resolutions that are not insulting as this one wasTypically I only fly Jetblue, Southwest, and Virgin America where possible in the US and only foreign airlines overseas because Customer Care is top notchThis bad level of service and insulting resolution (considering others passengers had a choice andlarger options on United 711) confirms why I typically restrict all travel to certain airlinesI don't mind paying for upgrades and first class, but the service has to match the expectation and United has failed yet again. Will United go above and beyond to make this right? I still have to go back to Miami and other markets for business including making up the meetings missed due to UA711 delays which is more money that I should not have to spend as this was not my faultI expect to hear from you all.Regards,Kisha Mays Mileage Plus Number: JF816126Sent from my iPhone
Sincerely,
Kisha Mays

Dear Mrs***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concernsWhile we encourage our travelers to make any needed itinerary or ticket changes, there are additional costs
entailed in changing a ticket. Customers will pay the difference between the original fare and new fare at the time the ticket is reissued, and a service charge will be assessed. Mrs***, the published terms and conditions of the tickets we sell are designed to balance the needs of our customers with the business needs of our company. We sell several types of tickets with varying levels of restrictions. Please do not hesitate to contact United Reservations at 1-800-UNITED-in the future if you need assistance with determining which type of air fare best meets your husband’s travel needs. And if you are interested in changing the return flight of Mr***’ reservations record you must call United Reservations as the Customer Care Department does not have the capability to provide assistance due to the complexity of some routings as well as the frequent changes in availability. Lastly, we do not offer military leisure fares because we found that other types of low vacation fares were often lower than military fares. We do continue to offer benefits to military members including: flexibility when active duty requirements interrupt their personal travel, checked bag fee waivers, priority boarding and complimentary extra-legroom seating if available at time of departure. We also partner with a program called Veterans Advantage and offer those members a 3-percent discount on select United and United Express flights booked on united.com. You can enroll Mr*** at www.veteransadvantage.com or via united.com. We hope this information helps to clarify the matterWe appreciate Mr***’ sacrifice and service to our country, and your patronageWe look forward to continue serving your and your husband’s travel needs, Mrs***Sincerely, Suzanne *** Corporate Customer Care United Airlines Case ID

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns. We are sorry to learn about the difficulties you experienced with booking reservations through
***. Air fares are not guaranteed until a ticket is actually issued. If the reservation was booked and a ticket was issued, then *** should have provided you with a ticket confirmation to include the 13-digit ticket number and a 6-character alpha/numeric reservations confirmation number. Please understand that any changes or refunds need to be made through the original booking source. As such, this matter needs to be addressed by the booking source which is *** in this case. If you wish to pursue this matter, you will need to follow up directly with ***. Thank you for your understanding Sincerely, *** *** Corporate Customer Care United Airlines Case ID ***

Dear Mr***:Your email clearly expresses your disappointment that you have not heard anything back regarding yoour laptop andI would like to extend my sincere apology for any negative impression that may have been createdI have reached out to the Supervisor at the Pittsburgh Airport who has
responded to let me know that they are looking into this right now and will follow up. I will contact you once I hear back from her.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 a separate email within the next 3-business days.As a MileagePlus member you have made a signigficant contribution to our airline, and I want to thank you for your business and continued loyalty. We look forward to serving you in the rear future and I am confident we will continue to work hard and earn a better report on your next flight. Regards,Melinda ***Corporate Customer CareCase ***

Dear Mr***: I'm so sorry we had to place your carbag under the plane I can tell it wasn't what you plannedPlease know we didn't mean to add frustration or confusionI'll pass along your feedback so we can continue streamlining our process when it comes to bags
Although our planes are designed to carry the weight of both passengers and their baggage, there are conditions that can affect the planes ability to take off safelyAt times, we have to restrict and check the carry-onsI apologize for the inconvenience Our flight attendants attempt to remedy this issue I'm disappointed to read about your recent experience with our representative 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 At this time I will reject the request of a refund You are Ms*** flew the flight but I also recognize that there were inconveniences and these will be addressed 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 a future opportunity to give you a more positive travel experienceThank you for fedback and for choosing United Ana *** Corporate Customer Care case *** Tell us why here

Dear Mr***: We are committed to providing excellent customer service and will make every effort to address your concernsTo facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your request. Passenger name (s): Frequent flyer
number (if available): Flight Number: Flight Date: Ticket Numbers: Approximate Departure Time: Origin: Destination: We look forward to hearing from you at your earliest convenience Regards, Ms. *** Corporate Customer Care ***

July 14,
Dear Mr***:
I am responding to a correspondence received from the Revdex.com
We have received your refund request, and on your behalf I contacted our Refund Service Department and I am pleased to inform you that your request for a refund was approved and
processedYou may verify the details of your refund by entering your 13-digit United ticket number, beginning with 016, and your last name or your 8-digit refund request number using the following link:
http://www.united.com/web/en-us/content/reservations/refunds/refunds.aspx
Please be mindful that it may take approximately up to two (2) billing cycles to appear on the credit card statement
Our Refund Services Department received another request for the refund on July 5, 2017, and they emailed you the following correspondencePASSENGER: ***/***
TICKET(S): ***
REQUEST ID: ***
Dear *** ***:
We appreciate the opportunity to assist with your request
A refund was processed in the following manner:
Amount: $
Form of Payment: VI...ending in
Date: June 26,
We look forward to welcoming you on your next United flight
Sincerely,
United Refunds
Check Refund Status
###-###-####
Thank you for your patience and understanding
Mr***, thank you for the opportunity to address your concernsWe look forward to welcoming you aboard a future United Airlines flights
Regards,
MrsElizabeth ***
Corporate Customer Care
United Airlines
UAL ID: ***
Revdex.com ID: ***

Dear Ms***:As a one-time exception, per your request we have voided the $E-Certificate and will be issuing a $draft to Jeffrey ***, please allow up to business days to arrive by conventional mail.Thank you for choosing United, we look forward to serving you again soon.Regards, James ***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 satisfactory to me
Sincerely,
*** *** Update 12/12: The receipt copy finally arrived 12/9/It was not in the spam boxIt just took days for them to respond. Finally it's here. Problem finally resolved. Thank you to the Revdex.com for interceding and getting the issue put to rest

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 on the terms that I receive the electronic travel credit mentioned in United's responseI am however unsatisfied that I still have not had any word from Pittsburgh UnitedI really hope United considers a change in policy to at least check the aircraft for any lost items before turn aroundI can't imagine if it was something irreplaceable like a wedding ring or something of more valueIt was really frustrating to be at the airport asking about a lost item (which I'm sure now was stolen by a passenger considering the length of time with no word) and not getting any information on itIt was a helpless feeling
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,
Praveen ***

Initial Business Response /* (1000, 5, 2015/07/20) */
July 20,
Dear Mr.***
I apologize for any confusion surrounding checked baggage fees
Although your ticket was purchased through United Airlines, baggage fees are charged by the originating carrierAs there are many
variables related to checked baggage, this information is readily available on our website
Home > Travel information > Baggage information
I understand your disappointment, however we do not have the ability to refund a charge made by another carrier, specifically your request of a refund of the checked bag fee in the amount of $Although I am unable to honor your request, I have sent you a $electronic travel certificate as a gesture of our goodwillThe certificate will arrive in a separate e-mail within business days
MrDunmire, we appreciate your business and hope to see you on a United Airlines flight soon
Regards,
Judith ***
Corporate Customer Care
Case ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a consumer purchases a ticket on united.com, pays for the ticket by giving money to United, and in return is given a ticket for three flights that have United flight numbers, then it stands to reason that the baggage policy should come from UnitedParticularly when, on that same website, there was an ad claiming that I would get a free checked bag if I applied for the Chase United credit card
Everyone knows that the legacy carriers charter out regional flights to smaller airplanesSometimes those airplanes are a separate corporate entity flying under the same name as the larger carrier, sometimes they fly under a different nameA consumer shouldn't have to comb through the "many variables related to checked baggage" before determining whether the first flight is an "originating carrier" or subsidiary or something elseThose nuances are best left to the lawyers who developed those terms when writing the contracts between the legacy and regional carriersBut when I go to united.com and buy a ticket for seats on United flights, I expect that I'll be subject to United's baggage policy
Final Business Response /* (4000, 9, 2015/07/22) */
July 22,
Dear Mr.***
The Revdex.com has forwarded your response to my attention for further review
I apologize for any confusion surrounding the use of codeshares with other carriersWhen purchasing a ticket, either online or with a representative, the codeshare information is disclosedIn addition, it is also indicated and disclosed on the ticket receipt
A codeshare flight is a flight "marketed" or sold by an airline when it is "operated" by another airline"Marketing" carriers sell the flights under their own airline designator codes, but the "operating" carriers provide the airplanes and crews
Passengers are advised to chefor their flight at the operating carrier's ticket counterAirport arrival and departure boards might list multiple flight codes for the same flightReservation changes are usually handled by the marketing carriers
I hope you find this information helpful for your future travel plansI also hope that you accept the certificate I have sent in the spirit in which it was intended, as a gesture of goodwill
We appreciate your business and thank you for this opportunity to address your concerns
Regards,
Judith ***
Corporate Customer Care
Case / ***