United Airlines

Complaint: ***
I am rejecting this response because
We did contact United whiten the first hours but this issue was still unresolved.
Sincerely,
Esther ***

I’d really like to help but I need to clarify some information. You mentioned your mother booked your ticket with *** to fly to Memphis. Can you please confirm what airline you were booked on? If it was booked on United Airlines, then I’ll be able to respond once I receive more
information. Please send me your ticket number, date, and flight number in order for me to research your complaint. If it was booked on ***, please send your complaint to them

Dear Mr***: I do understand your concerns, and I sincerely wish that I could undo the circumstances you and MsKellie *** experienced. The Customer Care Department is responsible for capturing customers' feedback/suggestions and then sending that information to the appropriate departments or airline partners. It is important for us to understand all aspects of the customer's experience from the customer's point of view, and we are grateful for your letting us know about what transpired during your travel experience. I would like to reassure you that your information has been directed to the appropriate management for their information and internal use. While United does not reimburse passengers for alternate flight arrangements secured by passengers on their own, a refund for the unused flight segment was provided and travel certificates were provided in the interest of good customer relations. And although I realize this is not what you had anticipated, I do hope you will utilize the travel certificates toward future ticket purchases with UnitedWe look forward to welcoming you both onboard United again soonSincerely, Suzanne *** Corporate Customer Care United Airlines Case *** Tell us why here

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Mrs.***
Thank you for contacting United Customer Care through the Revdex.com
we appreciate your inquiry and are sorry for the poor experience with our airport personnelAt United, our goal is to make travel for
our customers, especially our valued military and their families, pleasant and seamless as possibleI appreciate the details you shared about your experience with our representative during check inWe expect our employees to provide our customers with friendly, courteous and respectable service while maintaining a compassionate *** for our customers convenience and safetyWe realize their response to your requests make a difference in your perception of our overall productWe firmly believe that there is never an excuse for rude and unprofessional behaviorCustomer service is a top goal and every employee or representative of United Airlines is accountable for treating customers with dignity and respect, the way we are expected to treat one anotherWe work hard to correct problems brought to our attentionAlthough we cannot explain the inappropriate behavior, we can correct it
It is never our intention to inconvenience our customers or cause them to be dissatisfied with our service, and I sincerely apologize that we let you downAll of your comments have been recorded in our corporate reports, which are distributed to our senior management for review and service improvementYour feedback helps us pinpoint where additional focus is neededI agree that the level of customer service and this lack of concern for your situation should not have happened
While we will definitely forward your comments for review with the staff involved, please contact our Refunds department directly via the webpage united.com/refundsPlease provide the needed ticket and transaction information on the short online form to expedite consideration of your request
We thank you for your patience, business and loyaltyWe're always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies
Regards,
***
Corporate Customer Care
Case ID ***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My request for a refund was denied...United will never have my business againI was traveling with my husband on ORDERS!!!!!!! Just because he was not standing next to me I was denied the baggage allowed by United's own standard that would not have been chargedThe orders were shown and I was still deniedI do NOT accept the responseThere is also NO reason working in the customer area that such a poor attitude even if its at the end of your shift should have been thrown at me
Final Business Response /* (4000, 9, 2015/10/08) */
Dear Ms.***
Thank you for contacting United Customer Care again through the Revdex.comWe once again apologize and regret that our efforts to provide information have served to frustrate you further
While we regret you continue to be dissatisfied with our Refund department's decision, United's senior leadership reviews passenger *** on a regular basis, so it is important for us to know your point of viewYour comments, without your spouse, although under orders, will help us identify ways to improve our products and servicesWe continually evaluate decisions that influence your choice of airlines and your views and experience will be included in our monthly reports to our executives
However, while not the refund hoped for, to bring this matter to an amiable conclusion, as a gesture of goodwill to help offset your unplanned expense, we will provide both of you a travel certificate, emailed separately within business days, good towards a future United flight
Contrary to the impression that we have left with you, we value your business and we look forward to the opportunity to regain your confidence in our serviceWe thank you again for your time and hope to see you onboard soon
Regards,
***
Corporate Customer Care
Case ID***
Final Consumer Response /* (2000, 11, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would prefer not to accept these "travel vouchers", because it would mean that I would have to travel with United againUgh....But since it is the only option they have given me, I will accept and travel one last timeI will not be traveling with luggage since that would defeat all purposes of being in the military and supposedly free baggage

Dear Mr***: Thank you for your reply I thoroughly understand your point of view and again wish to express my regret in failing to meet your expectations Again, we regret your disappointment in the electronic travel certificate you were offered as a goodwill gesture. I hope you can understand that we are unable to refund the appropriate baggage fees you paid to *** ***, as you were advised on your confirmation receipt that *** *** baggage policy would apply to your itinerary. Also, a refund of your ticket is not warranted as transportation was provided We understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you againPlease accept my apology and allow us that opportunity We appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight Regards, Candance *** Corporate Customer Care Case File

Dear Dr***:I am replying to your follcomments forwarded to us from the Revdex.com regarding your November travel.I'm sorry to learn of the difficulties you encountered traveling to from Oklahoma City and regret you were disappointed with our reply.Our goal is to operate every flight on schedule, every day. When there are flight irregularities, we want to minimize the impact to you as much as possible.We realize that flight irregularities of any kind do cause major inconveniences for our customers and we certainly don’t question the feelings of frustration that can arise as a result. If a flight irregularity prevents you from reaching your destination, our agents will help to arrange alternate transportation for youSometimes this involves a longer wait than expected, and we can appreciate when customers decide to make their own arrangementsHowever, we usually do not reimburse for the additional expense. I understand how upsetting the flight delay and subsequent weather cancellation of United Express Flight that resulted in missing your connection to San Juan to board your cruise ship. Your disappointment with the handling is understood. I will make sure that your feedback is given the attention it deserves by our AirportOperations management. Although we are unable to provide the ticket reimbursements requested, your circumstance warrant additional consideration. The original $electronic travel certificates issued (Case ***) were offered strictly as a goodwill gesture and notintended as compensation for your dissatisfaction. They will be voided and elevated to a $electronic travel certificate for each traveler. If you purchased travel insurance that may cover your out of pocket costs; we will gladly work with the insurance company on your claim.Dr***, we realize that you have a *** in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving your future travel needs.Kind Regards, *** *** Corporate Customer CareCase *** Tell us why here

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,
*** ***

Complaint:
I am rejecting this response because: the response does not provides resolution for the issue at all the issue here is that I am not able to use the gift certificates online at allThe system does not works
Sincerely,
Sandeep ***

Dear Dr***:I am responding to your communication filed with the Revdex.comI'm sorry our flight to Washington Dulles was cancelledOur records indicate United Express Flight #was cancelled due to weatherOur Network Operations Center does their best to give our staff and our
customers up-to-the-minute information about anticipated delays and/or cancellationsIn some instances, issues involving inclement weather, crew regulations and air traffic control directives can affect our ability to relay flight information in a timely mannerStill, we certainly recognize how disruptive irregular operations can be to your already busy schedule and regret the inconvenience you were caused. To clarify our policies and procedures during irregular operations, when a flight has been cancelled or experiences a lengthy delay, we will rebook our customers onto the next available United Airlines flight, sometimes the wait can be longer than expectedIf the protection offered is unacceptable, our customers can go standby on an alternate flight to see if space becomes available due to last minute passenger cancellations or they can request travel to an alternate airport at no additional chargeOf course we understand if our customers might prefer the schedule of another airline or choose to make other arrangementsIn that case, our customers can receive a refund for the segment for which we were unable to provide transportationI'm sorry the options available were not more conducive to your travel needsWhile we do not absorb the expenses our customers may incur for events that are beyond our control, we will send you a $travel certificate as a customer service gestureThe electronic voucher will be delivered separately via email within the next business days and can be redeemed by the person of your choosing on any United/United Express operated flightAs a MileagePlus customer, we consider it a privilege to serve you as your preferred airline and look forward to the opportunity to see you on board again soonI truly hope your next trip with us provides the seamless customer experience you deserve.As always, thank you for choosing United Airlines. Best Regards,Julie ***Corporate Customer CareCase ID:***

Dear Ms***:I am responding to your communication submitted to the Revdex.comI understand your military orders changed and that you were advised your reservation could not be altered as you purchased a basic economy fareI also realize you purchased travel insurance through
*** and submitted a claim to have the cost of your ticket reimbursedPlease be advised this a company that is independent from United and we cannot intervene or override the terms and conditions of their policies or service. With that said, please know that I do want to help youSo that I can retrieve your information, we will need the following information:UA Confirmation Number (the ID # you provided is a travel agency record which we can not access)Digit Ticket Number: (starting with 016)Travel Date:Origin:Destination:Please provide as much information as you can as wells as a copy of your military ordersYour assistance is appreciated Kindest Regards,Julie ***Corporate Customer CareCase ID:***

Dear Mrs***, I understand that you called Reservations after you realized that you booked your ticket incorrectly and was advised the ticket would be refunded. However, the ticket was not refunded and your refund request was denied by United Refunds. Please accept my apologies
for the inconvenience and negative impression this situation may have createdI have authorized United Refunds to refund ticket ***. The refund can take up to seven business days for processingYour patronage as a MileagePlus member is appreciated. We are looking forward welcoming you onboard when you travel with us in JuneKind regards, *** *** Corporate Customer Care Case *** Tell us why here

Dear Ms***:
On behalf of United Airlines, I want to apologize for the inconvenience you experienced as a result of the delay of flight, ***Please understand that we do work hard to minimize flight problemsOur goal is to provide timely flight departures whenever possible; however,
the safety of our customers and crew will always be our first priorityFlight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a resultUnfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis
The behavior and attitude you described are not reflective of our commitment to providing our customers the highest level of service, and I apologize for the negative impression this situation has createdAll United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstancesWe strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengersBased on your comments, we did not meet our goal nor your expectationsI regret you were not satisfied with the service providedWe work hard to correct problems brought to our attentionAlthough we cannot provide specific details about the internal investigation, please know we take your concerns very seriously
I apologize for the inconvenience you experienced when your luggage was boarded on a different flightPlease be assured that United adheres to all *** *** *** (***) regulationsWe never want to separate customers from their luggageThere may be times when we need to send luggage on a different flight than the passenger due to operational or other unforeseeable circumstancesYour email clearly expresses your disappointment and I would like to extend a sincere apology for any negative impression that may have been createdWhile my reply is brief and not as detailed as I would like, please be assured that we do understand your concerns
Unfortunately, we are unable to honor your request for a refund and I would like to explain whyOur records show the ticket was used; therefore, no refund is dueMs***, you are a valued MileagePlus member and we appreciate your businessIt is never our intent to inconvenience our passengersAs a goodwill gesture, I will send you electronic travel certificate to be used toward a future ticket on UnitedThe terms and conditions of the certificate will be sent from a different email address within 3-business days
We look forward to welcoming you on board a future United Airlines flight
Regards,
Markeia ***
Corporate Customer Care
Case ID ***

Dear Mr***:I am responding to the complaint you forwarded to the Revdex.com. I'm sorry to hear that you can't travel at this time, and you are unable to use the credit from your cancelled ticket that commenced on October 31, 2016. I understand you would like to allow
your wife to use your ticket credit; however, all tickets are nontransferableThe passenger whose name is on the ticket has one year from the date of issue to exchange the ticket. I am truly sorry you were advised the ticket credit is transferable which unfortunately is not the case. As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few days. The travel certificate is transferable, so your wife can use it.Thank you for being a MileagePlus member with us and have a nice day.Regards, Susan ***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
I'm just receiving an email from you, and wasn't aware that I was supposed to respondYou can close the complaint, but please mark that the customer is satisfiedThey compensated me for my troubles, which is greatly appreciated.Thanks in advance,
Sincerely,
Kyree ***

Initial Business Response /* (1000, 5, 2015/08/31) */
Dear Mr.***
Thank you for contacting us regarding your parent's recent flight with United; our records indicate that flight on August 20, was delayed due to weather
Our goal is to operate every flight on schedule, every day
Unfortunately, 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 or canceledWhen this occurs, we want to minimize the impact to you as much as possible and keep you informed
We are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices this is a continuous fine-tuning processI encourage you to use our cutting edge self-service kiosks, online tools and smartphone apps as often as possibleAs you may know, United is one of the only airlines to provide the actual flight delay reason through our customer-facing tools
I regret weather issues are beyond our control therefore no compensation is dueWith that said, as a gesture of concern, I will send each of your parents's a travel certificate that will arrive to your email address within business hoursIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust
Our goal is to create the world's most Flyer Friendly airlineWe still have room for improvement, but that's the direction we're headedWe appreciate you and your parent's business and thank you for flying the friendly skies
With kindest regards,
***
Corporate Customer Care
XXXXXXX

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize that we did not get Mrs.*** to her destination as expected Your letter clearly expresses your disappointment in the overall
handling and inconvenience caused when Mrs*** attempted to fly out of Paducah, and I would like to extend my sincere apology for any negative impression that may have been createdYour frustration is certainly understandable I am sorry to learn of the actions of my colleague and I also regret that our representatives had no sympathy and made no efforts to rectify this situationMayor and Mrs***'s expectations for a higher level of service and professionalism is not unwarranted and I recognize that their valid expectations were not metI sincerely apologize and have forwarded Mrs***'s flight history and a copy of your letter to leadership for review with the employees invloved and training purposes Despite the negative impression this may have created, we appreciate all your business and look forward to serving you in the future Regards, Shandai *** Executive Services, United Airlines Corporate Customer Care Case:***

Dear Mr***:I am responding to your Revdex.com complaint, case number ***I am sincerely sorry for the delay of your September flightWe did not deliver the comfortable on-time travel experience that you deserve and I apologize for the inconvenienceIn order to regain your
confidence and trust, I am sending you an Electronic Travel Certificate, which will arrive in a separate email within a few daysWe appreciate your business and MileagePlus loyalty, and hope to have the privilege of welcoming you on board a future United flight.Kind regards,Sarah ***Corporate Customer Care

Complaint: ***
I am rejecting this response because: Thank you for your response I am afraid this is still not an appropriate solution given the circumstances - a United representative deliberately deceived us and their intentional lie cost us a significant amount of money Your response shows you are overlooking that most important detail. Why have you not listened to the phone call that we are referencing? We've provide the exact date, time, phone number and the representatives name (supposedly their employee ID number, but I'm betting that too is a LIE) Again for your convenience - United Representative: "Jay", Employee ID ** / Call Date and Time: 12/18/17- 9:am, minute duration / From Phone # 843-***-***)Your response makes it clear that you have not taken the time to listen to the call that caused this issue I believe when you listen to the call and hear that we were explicitly told to book a return flight with another airline and that we would be reimbursed in full that you will start to understand the issue at hand This was not a miscommunication about United policies - a United Representative told us a lie in order to get us off the phone because he knew there would be no repercussions.Why would we be told something by a United representative that is completely contradictory to what you say is the United policy? As a consumer, how would we know that what we were told was not United's policy? As a consumer, shouldn't we be able to trust the word of an appointed company representatives? There is only one way to resolve this matter correctly and that is to honor the promise we were given and reimburse our alternate flight which we were directed to book by your representative.
Sincerely,
David ***

Dear Mr***:I am responding to your communication sent through the Revdex.com.Please accept my apologies for your frustrating and unpleasant experience on April 23, 2016. When a flight cancels within United's control and you require an overnight stay, our staff will provide
vouchers for a hotel room, ground transportation and in some cases meal vouchers. Unfortunately, we are unable to reimburse you for inconvenience, loss of time or absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at your destination.As my colleague had mentioned, since you were provided transportation, you do not qualify for refund of your ticket. You also asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionOur online goodwill options were not intended as compensation to offset your out of pocket expenses or to compensate for your dissatisfactionIt was offered strictly as a goodwill gestureTherefore, if you have not yet claimed you goodwill option from our website, we recommend you do so. Yet, your circumstances warrant special consideration to issue an additional travel certificate to bring this matter to an amiable conclusionYou will receive an additional $travel certificate via e-mail in 3-days.We appreciate this opportunity to respond and look forward to serving you.Regards, Lilia ***Corporate Customer Care*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meLast night United refunded me which was all I wanted to resolve this issueHowever, I am dissatisfied with my service overallI waited a hour to speak to a representative whom got on the phone and rushed me off telling me to make a online reportThe customer service was horrible***
Sincerely,
Narketta ***