United Airlines

Dear Mr***:I am responding to correspondence you forwarded to the Revdex.com. I can certainly understand your disappointmentI'm so sorry we were unable to upgrade your seat on several recent flights using your Global Premier Upgrade. We try to upgrade your seat
whenever possible because we know your travel experience influences your decision to fly with usThese premium seats are carefully managed and may be released up to the day of departure and I regret that we were unable to accommodate youI'll pass along your feedback so we can review how we communicate these updates and how many seats we allocate for the upgradesYour candid observations help improve the way we do business and provide you the service you deserve. I have contacted our MileagePlus Desk on your behalf and I have extended two of your GPU's that expire on January 31, until April 30, 2017. Thank you for being a 1K Million Miler flyer with us and for your continued loyaltyI hope you have a nice day.Regards, *** *** Corporate Customer CareCase: *** Tell us why here

Dear Ms***:There are two issues that I have attempted to address, the first is the cancelled flight due to weather on March 10, the second is the weather delay due to the crew.We are an integrity driven airline. We will always provide a complete explanation of your flight experience. This incident is not compensable and I regret that we will not refund your cost for the scheduled event and parking. It is my hope that you will accept the travel certificate issued by the previous representative in the spirit it was intended.Regards,Mae ***Corporate Customer Care Case ID***

Dear Ms***: We have received your complaint filed with the Revdex.comOur Baggage department will be reaching out to you soon for possible resolutionThank you for flying the friendly skiesRegards, *** ***
Corporate Customer Care ***

Dear Mrs***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize for the flight cancellation you experienced on August 18, 2017. And I appreciate your letting us know about the manner in which this was handled.
Although air traffic conditions posed a challenge for our operations, we do appreciate your patience throughout this interruption. I have shared your valuable feedback with our Customer Service team so that we may evaluate and improve our service, and I am also sending you an electronic travel certificate which will arrive separately via email within the next hoursLastly, I sent your ticket and checked baggage receiptinformation to United Refunds so that they may issue a refund of your unused United ticket and checked baggage charge to the original form of paymentYour Refund Request Numbers are *** and ***. Please allow at least two billing cycles for the credits to appear on the credit card statementIf you have further questions or you need to check on the status of these refund inquiries, please follow up with United Refunds via www.united.com/refundsThank you for your support as a MileagePlus member, Mrs***. We look forward to continue serving your travel needsSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID ***

Dear Ms***: 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 Airlines. 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, Lisa ***Corporate Customer CareCase#

Tell us why hereDear Mr**:The Revdex.com has shared your information with United Airlines Customer Care Department, **d we appreciate this opportunity to address your concerns with the processing of your refund requestsOur records reflect that the taxes **d fees were refunded
for your **d MsQing *** MileagePlus award tickets on March 9, 2017, **d note that the MileagePlus miles for these award tickets (37,MileagePlus miles per award ticket) were redeposited into your MileagePlus account, as well. Lastly, a full ticket refund for MstrKai **’s revenue ticket was also refunded on March 9, 2017. I do hope this information helps to provide clarification. Thank you for your patronage as a MileagePlus member, Mr**. We look forward to continue serving your **d your family’s travel needs.Sincerely,Suzanne ***Corporate Customer Care
*** *** *** ** ***

Dear Mr***: Your reply has been forwarded to my attention from the Revdex.com I am sorry you were disappointed with my responseI understand your point of viewUnfortunately, flights cannot always be held past scheduled departure times for connecting passengersAirport and Air Traffic Control personnel make these decisions on a case-by-case basisConsideration is given to the entire operation which includes other carriersPilots and airport staff work hard to keep our flights landing and departing on schedule to prevent a "cascading" effect that results in delays and cancellations throughout the day I regret we are not able to offer you a refund for the fare differential which you paid to travel on February Given your circumstance, an exception was made to refund the $change feeIn an effort bring this matter to an amicable resolution, I have voided the $certificate which was provided by my colleague, and replaced it with a $certificateYou will receive the new Electronic Travel Certificate via email within hours Mr***, we appreciate your business and look forward to providing a more positive experience the next time you travel with us With best regards, Laurie *** Corporate Customer Care Case: *** Tell us why here

Dear Mr***:Thank you for your confirmation. You purchased a Basic Economy Fare which does not allow any changes made to the reservation/flight segments, no carry on bags and no mileage credits.If you would have not paid for your bag, you could not have boarded the aircraft with the bag. I apologize that the agent did not advise this was a Basic Economy Fare and no carry on bags are allowed with this type of fare.We respectfully deny your refund request for your baggage fee of $25.00.United Airlines does appreciate your business. We look forward to serving you on your next United flight.Regards,Sheila ***Corporate Customer CareCase ***

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Mr.***
Your correspondence addressed to the Revdex.com has been forwarded to my attention for reviewI have copied and pasted the response to your refund request below
Best regards,
***
Corporate
Customer Care
Case ID: XXXXXXX
August 7,
PASSENGER: ***
TICKET(S): XXX XXXX XXX XXX
REQUEST ID: XXXXXXXX
Dear *** ***:
Thank you for contacting Customer Refund Services
We would like to advise you of the following;
We are sorry to learn of the circumstances which prompted you to contact us
Travel waivers are issued by United based upon Government advice, weather and our Internal affairsKorea was not affected by a travel waiver and we regret, we are unable to refund the change fee
If your query relates to a post travel issue, kindly contact ***@United.com
Thank you for choosing United AirlinesWe look forward to serving you again soon
Sincerely,
Customer Refund Services
www.united.com/web/en-us/content/reservations/refunds
FAX: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Is this kind of Customer Service a joke? I made it very clear that there's ((5)) tickets in ((3)) confirmation numbers I providedJust refunded the difference for ((1)) ticket??? Once again, united is showing that they don't care about their customerThe MERS situation was in Asia, many Asian countries (Hong Kong, Taiwan, and Singapore to name a few) already issued high level of travel warning to KoreaUnited is flying international, I think there's already plenty of Government advice out thereGiven I need to spent days of my vacation time to get the tickets issued, and tons of time in the past month try to get the issue resolved, United owe me way more than I asked forIt is time for United to show how they treat their customer!!!!!
Final Business Response /* (4000, 9, 2015/08/10) */
Dear Mr.***
Your latest correspondence with the Revdex.com has been forwarded to my attention
I'm sorry to learn of your continued disappointment with UnitedYour request for a refund of your change fees and taxes is appreciatedHowever, there is no refund due as there was no travel waiver in place for the Mers virus at the time of travelPlease understand that United, like most airlines, offers discount fares to accommodate customers who don't need the flexibility of our fully refundable, non-restricted faresFor most flights, we offer a limited number of discounted, restricted faresIn order to offer the many heavily discounted fares that are available, it is necessary for our customers to agree to certain conditions to qualify for the low fareThe purchase of a ticket is a contract that our customers have with us and that we have with our customersThe type of discount tickets you purchased did require ticket change fees and payment of any cost in the fare difference from your original ticket priceRegrettably, we are unable to offer any refundI appreciate your understanding
Best regards,
***
Corporate Customer Care
Revdex.com XXXXXXXX
Case ID XXXXXXX

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 also with to thank you for your assistance in this matter.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Mr*** :
Thank you for contacting United Customer Care through the Revdex.com
We appreciate your valuable feedback regarding your recent flight experience, cancellation, rebooking issues and delayWe are sorry
you felt that the situation was not handled properly when the United flight was diverted due to an emergency
While we empathize with your requests, and regret the challenges faced, United policy cannot offer a refund when transportation has been provided and travel completedUnited policy also does not reimburse for inconvenience, loss of time, work days, or business revenueUnited is responsible for getting you to your ticketed destination on United ticketsTransportation or airfare on other carriers booked separately are not reimbursed by UnitedWe are not able to absorb the cost of independently booked or unused prepaid hotel accommodations, special events or transportation
Regardless, we will forward this issue along with your comments to management so they are able to see how your travel plans were affectedWe again apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression createdPlease know your comments will help us in future policies, procedures and protocols to create an airline receptive to your needs
Please contact our Baggage Services Desk at (XXX) XXX-XXXX if you have any outstanding baggage related claims or delaysThey are the best source for information and assistance with luggage delay issues
While not the answers hoped for, as a gesture of goodwill, we will provide a travel certificate as a thank you for your patience and hopes for your continued 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, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated "United is responsible for getting you to your ticketed destination on united tickets." while they did not even did that for methat was actually I was asking fortheir original flight got canceled, they rebooked me for the flight leaving hours late without considering my connection rebooked and I was stranded in Dubai for 24hours tooIt's their responsibility to cover my expenses and loss for that time since it's their fault not rebooking my connection at ALL
Thank you
Final Business Response /* (4000, 9, 2015/10/13) */
Dear Mr*** :
Thank you for contacting United Customer Care again through the Revdex.com
We are sorry you were dissatisfied with our response and goodwill gestureWe have reviewed your request and support our original correspondenceWhile we regret the difficulties encountered, United's responsibility is to rebook you on the next available flightUnfortunately, the options available or offered did not meet your travel needs and you chose to travel an alternate routeWhile no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciatedOur gesture was meant to address this issue uniformly and fairly for all our passengersWhile we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travelWe hope you accept it in the spirit in which it was given and that we can move on in our business relationship
We thank you again for your time and hope to see you onboard soon
Regards,
*** ***
Corporate Customer Care
Case ID XXXXXXX

Dear Mrs***:I'm responding to a complaint forwarded to us from the Revdex.com. We value your feedback regarding restaurant gift certificates valued at $each from United Airlines mileage plusIn or From what you describe, we failed to meet your expectations for
providing good servicePlease accept my sincere apologies.I contacted the MileagePlus Service Center on your behalf and was advised the following links were emailed to you when you purchased the certificates.https://secure.unitedmileageplus.com/DC.jsp?D=005ca8ed04F342F6https...⇄ appreciate when customers take the time to share comments and suggestionsFeedback like yours presents opportunities to improve or enhance our products and services. 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, LeMarkus ***Corporate Customer CareCase: 9806815Tell 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,
Carolyn ***

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,
Leonard ***

Dear Mr***: I am so sorry if you continue to have concerns from your travel in Please be assured the flight in question was not overbooked, and we do not charge change fees for accommodating overbooked passengers Thank you for sharing your concerns with us Like you,
everyone at United was upset about the awful event that occurred on United Express Flight No one should ever be mistreatedThat does not reflect who we are or the values we aspire to, and we are actively making changes to ensure it will never happen againWe are dedicated to making this right We are going to do a thorough review of crew movement, our policies for incentivizing volunteers in these situations and an examination of how we partner with airport authorities and local law enforcement We’ll publicly communicate the results of our review by April 30th On behalf of everyone at United, please know we will do better Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** 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,
Arthur ***

Dear Ms***:Thank you for the requested information via the Revdex.com. I appreciate you took time to share your thoughts about our services. Your constructive comments help us to improve our products and to gear them towards your needsWe'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with usIt's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice. That said--you were not selected to give up your seat and you traveled on your ticket as it was purchased. Under the Terms and Conditions of that ticket and our Contract of Carriage, you are not entitled to any compensation as you were not inconvenienced.Our records indicates you occupied the following flights as ticketed:*** Ticket used:1 *** *** ** ** *** *** *** *** *** 9A Seat 2 *** *** ** ** *** *** *** *** *** 10F Seat I'm sending you a $Electronic Travel Certificate as a goodwill offer only, which should arrive via email in the next few business days. On behalf of our United family, we look forward to welcoming you aboard your next flight. Regards, *** ***Corporate Customer CareCase: ***

Dear Mr***:I am responding to your complaint filed with the Revdex.com. I’m sorry to learn that once you transferred points to your MileagePlus account, the flights were no longer availableI can imagine the frustration and will make sure to pass along your feedbackWhen
using miles for award seats, there is limited availability and inventory can change quickly.Once you convert your points to miles with ***, per the Terms and Conditions of your agreement with ***, this is a non-refundable transactionMileagePlus is unable to convert the miles back to points and therefore, we are unable to honor your request. All inquiries specific to ***'s policy and services need to be directed to them for accurate and complete attentionI'm sorry we're unable to assist you with your requestYou understanding is appreciatedIn addition, our MileagePlus program offers innovative ways to earn and use award miles, from flights in United's global network to once-in-a-lifetime experiences and the latest in entertainmentI welcome you to visit our website at www.united.com/mileageplus for more ways to use your miles.We appreciate your business and look forward to serving you again.Sincerely,Dayna ***Corporate Customer CareCase Id: ***

Dear *** **: I'm so disappointed to learn about our employee's actions Please accept my apologyYou should always have a positive experience with UnitedFrom what I read in your email, we have room to improveI'm going to send on your feedback to help us improve the way we
provide exceptional customer service, with dignity, respect and professionalism on your next flightAny reprimend or disciplinary action is confidential and an internal matterOnce again, I'm sorry for any inconvenience I'm very sorry you didn’t get to enjoy our United Club I can only imagine the frustration when you were denied entry; we never want to turn anyone awayI'll make sure to pass along your feedbackOur lounges quickly reach capacityWhen this happens, we ask customers to try again later or direct them to a different United ClubI apologize we weren’t able to accommodate you on this visit As a gesture of sincere apologies and goodwill I am sending you another Club Pass for a future opportunityThis will come to you on separate email I appreciate your business and loyaltyWe look forward to a future opportunity to provide the service you deserve on United *** *** Corporate Customer Care reference *** Tell us why here

Dear Ms***: Your correspondence addressed to the Revdex.com has been forwarded to my attention for review. I hope this email finds your mother feeling well. Please accept my apologies for the disappointment you have expressed regarding the ticket that was purchased
to Las Vegas. While we empathize with your request, tickets are subject to the rules and restrictions governing the fare you purchasedFull refunds with no penalty for these restrictive tickets are only given within a hour grace period after ticketingAfter that period, all rules and restrictions applyPlease contact Reservations at (800) UNITED-to review your options such as canceling your ticket and using the remaining credit minus any change fees towards a future reservation.I recognize that this is not the answer that you had been hoping for, but your feedback on this policy is very important and valued. Our leadership team routinely reviews business policies that negatively impact our customer's perception, and on many occasions has resulted in us making changes that benefit you, our customer. Best regards, Mary Beth ***Corporate Customer CareRevdex.com11187223Case ID: