United Airlines

Dear Ms***: This is the United Airlines response to your letter to the Revdex.comPlease accept our condolences on the passing of your grandfatherI am very sorry to read where you had such a disappointing experience with your return trip and the downsized aircraft, and
apologize for your understandable frustrationPlease know our main intention is to always provide safe and successful travel experiences for all customersThis was not the experience any of us wanted for you Your comments and suggestions are genuinely appreciatedWe value your feedback and absolutely know how important it is to arrive safely, on time and be able to depend on your expectations being met or exceededIt seems we failed to meet our mutually high expectations for a successful trip, and for that I am truly sorry As a tangible form of our apology and since I cannot refund for a used ticket, please accept a travel voucher in the amount of $The voucher will be emailed to you within 2-days with terms, conditions and a one-year validity periodThis may be used on United or United Express worldwide and may be applied to the travel of a friend or family member, if you so choose. Ms***, I truly hope your next trip delivers the seamless customer experience you deserveRegards, Eve *** Corporate Customer Care Case: ***

Dear MrW** Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created. Your frustration is certainly understandable The "no show" policy is a standard policy in the
airline industry. If you don’t show for your first flight all the other flights will be cancelled, unless you call the airline and let us know that your plans have changed. Communication is very importantThis policy is well documented on the Contract of Carriage available to you on United.com As a gesture of goodwill I am sending you and MsQ*** each a $travel certificate for future travel on United or United Express MrW** we greatly appreciate your business and loyalty Ana M*** UA Corporate Customer Care Reference case: *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10994078, and find that this resolution is satisfactory to me
Sincerely,
Tudor ***

Complaint:
I am rejecting this response because: The voucher specifically states I have a credit with United and when I called *** they said United was now in control of the funds/ ticketthe number I provided is the original *** itinerary # and what I was instructed to use for the voucherI believe that United and *** need to work together to resolve thisI do not think its right, fair or good customer service for *** to tell me to deal with United and United to tell me to deal with ***that is giving me the run around and no workable solutionThis is a direct excerpt from my email:Dear Sandra ***,
Per your request, we canceled your flight reservation
You have a credit voucher with United for
$437.70.To use your credit voucher for a new *** travel itinerary, please do the following:Search for alternative flights at ***.com/flights, with the following in mind: aAt least one leg of your flight must be on United.bYour airline credit expires 13-July-To redeem your credit, you must book your travel by calling *** by 13-July-2016.cCredits are issued for each traveler and are non-transferableCall 1-800-237-to book your new itineraryPlease provide the itinerary number (***) and airline confirmation code () to the representative
Sincerely,
Sandra ***

June 9,
Dear Ms***:
I am responding to a correspondence received from the Revdex.com
Please forgive our delayed response and I regret the circumstances described in your letterFirst and foremost, please accept my apology on behalf of United Airlines for any inconvenience
you and your family experienced on May 12, I am sorry the infant checked stroller was damaged
Additionally, I apologize for any possible miscommunicationIn reviewing your letter you attempted to report the incident at New York/Newark, NJ airport, however; any damage to cheitems are reported at the final destination airport with the final carrier, in your case, it would have been reported to United Airlines Baggage Service Office at the Manchester, NH airport immediately after the arrival
I understand your claim was denied and I am sorry, however; per our policy, United Airlines is not liable for damage to strollers when carried as checked baggageExcess valuation may not be purchased for strollers
Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditionsBy purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage
The Contract of Carriage is available on the united.com home page
RULE BAGGAGE, G) Other Checked Baggage Items, 3) Strollers
While I am sorry to learn of your overall experience and appreciate your request for reimbursement, regrettably, we are unable to honor your request
While I am unable to undo the circumstances you and your family experienced, in appreciation for your feedback and patience, and as a goodwill gesture and a token of our apology I have authorized a $electronic travel certificateYou will receive the certificate in a separate email within to days
Thank you for your patience and understandingI hope your next experience with us earns a positive review
Ms***, we appreciated your business and look forward to welcoming you and your family aboard a future United Airlines flight
Regards,
Mrs*** ***
Corporate Customer Care
United Airlines
Case ID: ***
Revdex.com Case #: ***

Complaint: ***
I am rejecting this response because:The passengers don't have mileage plus accounts.In fact, I purchased the air tickets from UA for my parentsSo the miles should be applied to my mileage plus account
Sincerely,
*** **

Dear Mr***:Please accept my apology for the possible misunderstanding of the validity of United's travel certificates policyOur travel certificates are valid for one year from the date of issue, so that means that the travel certificate that I have requested for your will expire October 4,
2017.Please allow 3-days for delivery via a separate email.We appreciate your business.Regards,*** ***Corporate Customer CareCase@ ***

Dear Mr***:I am responding to your communication filed with the Revdex.com.It was certainly disconcerting to read your comments about your experience at the Charlotte AirportWe strive to have the highest level of professionalism exemplified through our servicesThe behavior
you have described about on of our Customer Service representative is no more acceptable to us than it is to you and I apologize for the negative impression that was createdFor future reference, when preparing and packing for your trip, it's a good idea to think about how much time you'll need at the airportProcessing times may vary depending on where and when you're traveling (and may also be affected by things like peak business travel hours, spring break season, winter holidays, major sporting events, etc.), so please plan accordinglyFor more typical off-peak travel times, you can use the following general guidelines.When traveling fully within the U.S., which includes Guam, Puerto Rico and the U.SVirgin Islands:If you're not checking luggage, plan to arrive at the airport at least minutes prior to your scheduled departure time.If you are checking luggage, plan to arrive at the airport at least minutes prior to your scheduled departure time.When traveling internationally:Whether or not you're checking luggage, plan to arrive at the airport at least minutes prior to your scheduled departure time.Also, to prevent delays at the security checkpoint, make sure that your carbaggage meets United and Transportation Security Administration (TSA) requirementsVisit the TSA website for details regarding current security measuresWhen traveling from non-U.Slocations, additional or different security measures may be in place than what is outlined on the TSA website. As exception to our policy, we will change the status of your tickets from "no value" to "open" and authorize that the $reissue fee be waived as a one-time exceptionAny price differential applies and tickets must be reissued no later than year from the date of purchaseWhen you are ready to exchange your tickets, please contact our Reservations department at -UNITED-(1-800-***-***) and refer to confirmation numbers: *** and ***.We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards,*** ***Corporate Customer CareCase ID:

Dear Mr*** ***, I understand that you are disappointed that the offer extended to you to give up your seat was rescinded when it was realized that you would be arriving at Los Angeles earlier on your newly booked flights than you were originally scheduled. We're
listening to our passengers more than ever and will continue to work hard to be your airline of choice. I hope your next trip goes smoother. I'm sorry for the negative impress this situation may have created for you Although I can’t change the experience, I would like the opportunity to resolve to your satisfaction. I will be sending you an electronic travel certificate for the amount originally offered to you. You can expect delivery via email within 1-business days We appreciate your patronage and loyalty as a MileagePlus member and we are looking forward to welcoming you onboard when you travel on your next United flight Kind regards, Dana *** Corporate Customer Care Case *** Tell us why here

Dear Mr***: I am sorry you have not yet been reunited with your luggageWe receive your complaint via the Revdex.com Understandably, this is very disappointing and frustratingI have spoken with a Baggage Resolution Center (BRC) agent on your behalf and
regrettable have no new information to share, other than an updated claim was received yesterdayThe agent assured me they are continuing to search for your bags, and possible feel they may be at the Denver airport with the many bags caught in a back-log to be still scanned due to the multitude of weather cancellations experienced over the past few weeks Regretfully, Customer Care is not able to refund a used or flown ticket as compensation. Please allow additional time for the BRC to work for you and if the unthinkable happens the BRC will be able to address a form of restitution per their working guidelinesIt is my experience their guidelines are very fair; although, it is difficult to put a value on an overall experience such as this I encourage you to keep faith the bags will be located and again at that time the BRC will address compensation options with you As a MileagePlus member, we hold your loyalty in high regardPlease extend my personal apology to your family, *** and *** for this very disappointing end to their travel Sincerely, *** *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Mr***:The Revdex.com has forwarded your correspondence to my attention.First, congratulations on your new marriage!Your email clearly expresses your disappointment that your flight TK from Istanbul to Male was never ticketed due to insufficient miles, and that you were
never contacted, furthermore, accused of fraud. 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.As a gesture of goodwill, I am sending each of 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 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 flight Regards, *** ***Corporate Customer CareCase ***

Dear Dr***:The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your travel experiences for the past two years, along with specifically on March 11, 2016. Your correspondence was forwarded to our corporate office, and I was asked
to respond on behalf of United Airlines. First, I want to apologize for the delayed flights you have experienced with us. Although our goal is to provide on-time departures whenever possible, the safety of our customers and crew is always our foremost priority Please know that we are always working to offer timely updates and re-accommodation options. While some events, like the weather, are outside of our control, we recognize that some events are controllable. The bottom line is that, you were inconvenienced and for that, we are very sorry. Second, I am also sorry for any delay you experienced on March with ***. While I am unable to find any record of you being on or scheduled for that flight, our records do show it was delayed primarily due to a crew connection. Dr***, I want you to know that we value feedback such as yours very much and I will be forwarding on your comments to our senior management for consideration in changes going forward. We appreciate your business and loyalty as a Premier Silver MileagePlus member, and look forward to welcoming you aboard your next flight. Sincerely, L.J***Corporate Customer CareCase

Complaint: ***
I am rejecting this response because:I was told there would be no charge, I did not even see that there would be a charge when I made the changeOtherwise I wouldn't have made itThis is deceptive, in addition to making no senseWhat difference does it make whether my fair is roundtrip or one way? It shouldn't cost anything to change itNow you just get a free seat to re-sell, plus my money for nothingY ou can keep the miles, I won't be using your airlineI just want my money back, which was taken dishonestly.
Sincerely
Benjamin ***

Dear Mr*** I'm sorry you were caught off-guard after being charged an unexpected bag fee during check-in. I can only imagine how disappointing this was since you weren't planning to pay this chargeYour honest feedback is appreciated and we'll work on providing better
communicationLet me send you a $Electronic Travel Certificate for use towards new flights with us, so you can enjoy the service you deserveYou’ll receive a separate email within a few daysWhen traveling on another carrier, you're subject to their feesI apologize if there was any confusion and for not meeting your expectations. I appreciate you chose United for your travel and on behalf of United, we look forward to welcoming you aboard your next flight Regards, Jacqueline ***Corporate Customer CareCase: ***

Complaint: ***
I am rejecting this response because:the adequate measure by United have not taken placePlease help to resolve this matter with appropriate measures
Sincerely,
*** ***

Dear Mr***: I'm sorry you're disappointed about your denied refund requestI hope I can explain how the decision was made Your ticket carried restrictions, which included being non-refundableI'm sorry if there was any confusion when you spoke to our reservation agentGeneral rules that apply to all ticket include: using flights in order, canceling before departure and having a year from the issue date to use remaining portions I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve Regards, Ms*** Corporate Customer Care ***

March 23, Dear Mr***: The Revdex.com has forwarded your correspondence to the attention of United AirlinesI'm very sorry you were disappointed with the schedule change I understand this isn't how you had planned your travelWhen booking ravel there is always the
possibility there may be a schedule change and I do see our Reservations team did their best to work within your guidelines and our schedule to book new travel for youRegrettably, there are sometimes operational limitations as was the case in this instance and I am truly sorry for the inconvenience Although I understand your disappointment, we are unable to offer upgrades or reimburse your alternate travelOur records do indicate a full refund was processed, which must be placed back on the original form of paymentIf this credit card is no longer in use, it will be necessary to contact your credit card company for the fundsIn addition, I have sent you an electronic travel certificate as a gesture of goodwillThis will arrive via separate email within a few days Mr***, on behalf of United, we hope to have the continued privilege of serving your future travel needsYour loyalty as a MileagePlus member is greatly appreciated Sincerely, Judy *** Corporate Customer Care Case ***

Dear Ms***:I am responding to your communication submitted to the Revdex.comI'm disappointed to read about your experience with our Reservations RepresentativeAll United Airlines employees are expected to provide our customers with friendly, helpful and professional service at
all timesWhat you encountered and it how it made you feel is no more acceptable to usI truly apologizeIn addition to forwarding your feedback to the management team responsible for our contact centers for future improvements, we will be sending you $travel certificates as a customer service gestureThe electronic voucher will be delivered separately via email within the next three business days,We appreciate your business and we will make every effort to leave a better impression when we have the privilege of serving you againKindest Regards,Julie ***United AirlinesCorporate Customer CareCase ID:***

Dear Mr***: I am so sorry to hear about your illness and hope for a full recovery I've taken care of your refund requestPlease allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour
reference number is ***If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxI hope this takes care of your concern with the ticketI was able to verify you flew on another segment On behalf of our United family, please accept our well wishes. Kind regards, *** *** Corporate Customer CareCase ***

Complaint: ***
I am rejecting this response because:I have given explanation in my original detailsThere's a bigger issues than the details of just one trip that was taken on October 2nd and returning October 9thThe issue is the details on my account do not match up with the details on my Passport. On my passport - I have my legal name (as seen on my birth certificate)On my driver's license I have my nicknameI'm not sure why the DMV did not require my legal name as written on my birth certificateBut in the past when traveling internationally I could show my passport and driver's license to show details that I am the same personI was credited for the my flight to Frankfurt, Germany but not returning flight to San Francisco.I was also not credited for any miles when I traveled to London in May 2015.I am missing several thousand miles that I would like credited to my accountI've been with United Mileage for roughly yearsI would hope that my loyalty to your declining airline would mean something to youThere are several airlines out there with better accommodations and credit card companies that allow me to fly with multiple airlinesIf this isn't resolved, I'll have to go with one of them and close my account with Chase that I pay $140/year to get those miles.Dear Ms***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 and a brief summary of your request. Passenger name (s):Frequent flyer number (if available): ***Flight Number: Look up my details as I have booked on United.comFlight Date: October & October 2015, May & May 2015Ticket Numbers: Don't have that level of detailApproximate Departure Time:Origin: SFODestination: Frankfurt, Germany & London, England We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards,*** ***Corporate Customer Care
Sincerely,
*** ***