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Dear Mr***:I am responding to the complaint you filed with the, reference number ***I'm very sorry you were disappointed with the schedule change and that you were not notified I can imagine your frustration, especially traveling with young children.This
isn't how you wanted your trip to beginI'll send on your feedback so we can review our processWhile schedules change for many reasons, please accept our sincerest apologies for not meeting your expectations I see that one of our representatives called you and were able to work out a resolution that helped to make you feel like the valued customer that you are Thank you for your business and loyaltyI hope you have a wonderful upcoming trip with your family. Kind regards, Sarah ***Corporate Customer CareCase ***

Initial Business Response /* (1000, 5, 2015/10/22) */
October 22,
Dear Mr***:
We are sorry to hear of your complaint filed with the regarding your recent travel from Washington Dulles to Bangkok
Please allow us to add our apology to those already extended by
our MileagePlus colleague Ms*** who tried to resolve your same concerns on multiple occasions
We are including a copy of their correspondences to you below so the may update their records with our attempt to resolve this issue
Regrettably, we are unable to override the terms and conditions of our Award AcceleratorSM purchase optionThe Award AcceleratorSM terms and conditions may be reviewed on our website
Mr***, as a Premier Platinum member we sincerely appreciate your business and loyalty over the past plus yearsWe look forward to the next opportunity to welcome you on board
Judy ***
United Airlines Corporate Customer Care
Ref #
---- Previous MileagePlus Response ----
October 16,
Hello Mr***,
We're always glad to hear from MileagePlus(r) members like youThanks for writing
I sincerely regret your disappointment in our Award AcceleratorSM and Premier AcceleratorSM programsBased on your correspondence, I understand you do not feel the verbiage on our website clearly defines the terms of your purchase, and you did not realize until after you made your purchase that the Award AcceleratorSM miles would not count toward your Premier status
The following information is provided on the "purchase" screen during the purchase process to advise the terms and conditions prior to purchase
All award miles purchased are non-refundableA federal excise tax of 7.5% is included in the displayed price
These miles credit to your MileagePlus account within hours of purchase
The miles you purchase with Award AcceleratorSM are redeemable miles and do not count toward Premier qualification, unless Premier AcceleratorSM is added to your purchase
Purchased miles are subject to all MileagePlus terms and conditions
Please know it is never our intention to disservice our valued customers
Our records show in you have flown 87,Premier Qualifying miles and spent 10,Premier Qualifying dollarsThis qualifies you for your current Platinum statusThe requested 1K status requires a minimum of 100,Premier Qualifying miles and a minimum of 13,premier qualifying dollarsWe do not grant requests to waive these requirements
We appreciate you taking the time to contact us
Elaine ***
MileagePlus(r) Lead Representative
---- Previous MileagePlus Response ----
October 19,
Hello Mr***,
As, stated before we will not grant your request for a refund
You had to agree to the terms and conditions prior to accepting the chargesYour agreement overrides any verbal communication you may have receivedIn addition the rules regarding the Award and Premier Accelerator are published at which is the final authority no matter where purchased
Elaine ***
MileagePlus(r) Lead Representative

Dear Mr***: I am responding to your correspondence addressed to the regarding your November 16, travel. I'm so sorry to read that your travel from Denver didn't go as plannedI can imagine how frustrating and stressful theflight and baggage delays must have
been for you. I apologize for the upsetting events and the hardship you experienced. You should always have a positive experience with UnitedWhat you described in your email isn't reflective of our commitmentto providing exceptional customer service. Thank you for bringing this matter to my attention, as your comments help identifyfocus areas for improvement. I sent on your feedback to help us improve our service. When other airlines are included in your travel arrangements you will need to contact the last carrier on your itineraryto file your baggage claimThey'll need the bag tag number and detailed information, along with original receipts so they canprocess your claim efficientlyOur records show that a $Electronic Travel Certificate was issued (Case ***) asa goodwill gesture for the travel disruptionOur Baggage Resolution Team noted that your baggage arrived in Puerto Princesa onNovember and was delivered to your hotel the same day. They advised you (Case ***) to communicate with the final carrierfor assistance with your baggage claim and reimbursement of your purchased items. Mr***, we appreciate your loyalty as a MileagePlus member and we're more hopeful your next experience will be more positive. Kind Regards, Laura ***Corporate Customer CareCase ***

Dear Mr***The has shared your information with United Airlines Customer Care Department, and we apologize for the baggage delay you experienced. We are committed to providing excellent customer service and will make every effort to address your concerns. I
have contacted our Baggage Resolution Canter and have been advised that your baggage was recovered and returned to you based on the claim number provided. I will be happy to refund your baggage fee, however, to facilitate our research, we ask that you kindly reply to this e-mail with the information below and a brief summary of your requestFrequent 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, Shandai *** Corporate Customer CareCase***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Jesse ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** ***

Dear Ms***: In review of refund file ***; your refund was processed back to the original form of paymentThe credit card number ends in ***Thank you for flying United Ailrines Regards, Ms*** Corporate Customer Care *** Tell us why here

Dear Ms***:Thank you for contacting United Customer Care through the We apologize for the poor experience and delays with your flights andbaggage.I can only imagine how frustrating it must've been to have your scheduledisrupted and then find your belongings weren't
promptly delivered uponyour arrivalIt's important to you, and it's important to us, too. We work very hard to deliver baggage and make it available as soon aspossibleAt times, unexpected issues make this difficultThis doesn'texcuse the delay, but please know I apologize for any inconvenience.We'll continue to streamline our operationsYour feedback helps usfocus on these areas. We will forward this issue along with your comments regarding the poorhandling and lack of agents to management so they are able to seehow your travel plans were affectedWe apologize for the inconvenienceand frustration this situation may have caused you and regret the poorimpression created.While unable to provide a refund when travel has been provided and travel completed , as a gesture of goodwill for yourinconvenience and thank you for your continued loyalty and patience, wewill provide you a travel certificate, emailed separatelywithin business days, good towards a future United flight.Contrary to the impression that we have left with you, we value yourbusiness and we look forward to the opportunity to regain yourconfidence in our service.Regards,*** ***Corporate Customer CareCase ***Tell us why here

Mr*** ***:I am responding to your latest communication sent through the am sorry for the misunderstanding with our Refunds email to you. I have resent their email and copied it below for your review. As you can see the credit of the $346.83, that you say
is still owed to you, was giving to you in the form of a travel certificate. I did not copy the travel certificate number below as the communication can be view by a third party. Please review the email you received from our Refunds Department earlier today, and obtain the certificate pin number, so you can use it online.We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards, *** ***Corporate Customer Care***--------------PASSENGER: ***/*** *** TICKET(S): *** , *** REQUEST ID: *** Dear *** *** ***:Thank you for contacting United Refunds. When you are ready to book your next flight, please visit and use the PIN number provided below to redeem your Electronic Travel CertificateYou may also contact any of our worldwide reservation offices, from the United States and Canada, please call 800-UNITEDIf you are outside the United States, please visit for a complete list of our worldwide reservation offices. Program Year: 2016Amount: $346.83Form of Payment: ETC ETC Expiration Date: 5/26/2017 Thank you for the opportunity to assist you and we look forward to welcoming you on a future United flight.Sincerely,United RefundsCheck Refund Status***

Dear Ms***:Thank you for contacting United Customer Care through the I apologize for the service you described in your email.Your reservation shows that there was a travel certificate issued for you, Steven and Xavier on July 27, 2016. I regret that you
did not receive the certificates for Steven and Xavier.I will forward a copy of the certificates today.I have documented your comments in my report to insure that our Call Center leadership is aware of your experience.We 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 with us.Thank you for flying the friendly skies Regards,Mae *** Corporate Customer Care Case ID
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Timothy ***

Dear Mr***: We received your letter through the, with reference to case ***I am so sorry to hear about the damage to your guitar I have reached out to our Baggage Resolution Service Center on your behalf to locate an update on
situation. The service center advised you received a $travel voucher in response to the actual delay of the bag However, they have not received a damaged bag claim from you. The numerous phone calls have been thoroughly documented advising we are unable to respond to a damage claim without a damage claim form filed Understandably, it is an additional inconvenience to return to the airport to speak with a United staff member in the baggage area to establish a claim. We ask for your understanding we must adhere to auditing requirements to visually inspect a damaged item in order to create a claim. We are unable to provide cash reimbursement by word of mouth, as we must have a physical record of the damage If you have any repair bills or estimates, please bring those with you when you make your claim in personYou may request additional consideration goodwill in the form of travel vouchers to address the additional inconvenience to return to the airport with the guitar Please use this delay file when you return to the airport to make your claim, TLVUA18761. This file contains your delay information, and will assist you to expedite your claim for damage I hope this information is helpful to youThank you for making us aware of the situation and for the opportunity to assist youI hope that our next opportunity to serve you will earn a more favorable review Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Ms***: I am responding to your communication sent through the We appreciate you taking the time to report your baggage concern, please know I do see your case has been closed, therefore you should not be receiving any additional messages from us.
Feedback 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, *** ***Corporate Customer Care***

Dear *** ***: The 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. I apologize for any miscommunication you received
when trying to purchase your ticket and having to pay the difference of $that was not the original price.We are sorry for the inconvenience you experienced when trying to purchase your ticketOur goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination. Based on your comments, we have room to improve. Please be assured that we understand your concernsIn appreciation for your feedback and patience, please enjoy the $electronic travel certificate that will be emailed to you under separate cover within 3-business days. We appreciate your business. Regards, Lisa ***Corporate Customer CareCase# *** As a MileagePlus member your continued support is very important. We are working hard to earn your trust

Dear Mr***:The has forwarded your correspondence to my attention
Your email clearly expresses your disappointment and I would like to extend my sincere apology for any
negative impression that may have been created
I do see that you
have reached out to us for
assistance via other departments within our company
I understand that the ticket that you purchased for Amy *** is no longer an employee of yours and would like to have the name changed so that the ticket is not lost. Please understand that the name cannot be changed, however, as a gesture of goodwill, I can refund the un-used portion of the ticket back to the original form of payment
Please let me know if this will work for you so that I can process for you as soon as possible.
As a MileagePlus member, you have made a significant contribution to our airline, and I want to thank you for your business and continued loyalty. We 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,Melinda ***Corporate Customer CareCase ***
The business should be putting on their webpage that you have to use the same credit card that you purchased the farelock withRight now if you go to purchase a reservation that was farelocked you're able to use a different credit card or pay with ***But what happens is if you pay with something different it double charges you by charging the original credit card even if it accepts another form of payment
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Evan ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Angelica ***

Initial Business Response /* (1000, 5, 2015/07/30) */
July 30,
Dear Mr.***
I am responding to a correspondence received from the
First and foremost, I am sorry for any misunderstanding regarding the Economy Plus subscription your purchased on
Please be assured we do our best to ensure that the product subscription as well as the terms and condition of the product purchased is consistent and clear for all our customers
I regret your disappointment in our product, however; at the time of purchase you are given the option to accept or opt out of the purchaseUnder the terms and conditions of the subscription it clearly states, Economy Plus subscription starting at $While I understand your request for a refund, Economy Plus Subscriptions are non-refundable and not transferableI'm truly sorry we are unable to honor your request
Mr***, as a MileagePlus member, your business is especially important to us and we look forward to the privilege of welcoming you on board a future United Airlines flight
Corporate Customer Care
United Airlines Case: XXXXXXXX
Initial Consumer Rebuttal /* (2000, 12, 2015/08/11) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
In another channel, United finally refunded my moneyThanks a lot!

Dear Ms***I have retrieved your ticket number and do see that a booking fee was charged to you by mistake as this is a revenue ticket and not a MileagePlus reward ticket. The reservation was made on February 28, and the charge was refunded on February 29, 2016. Please see
below:E-DOC USD REFUNDED - RBF *** *** ***The MileagePlus account will remain open, however there is a zero balance at this timeMs***, United Airlines does appreciate your business and we look forward to serving you on your March 7, flight.Regards,*** ***Corporate Customer CareCase ***

Dear Mr***: I did some research and I see that Tina gave you the information regarding those chargesI have copied the conversation below for reference Josh, I wrote down below what the charges were for Tina Original Message
Follows: ------------------------ From: Josh B To: "[email protected]" Subject: Re: Fares/Pricing (KMM51726436V35179L0KM) Date: February 24, 11:55:AM CST Thank you TinaI have been able to resolve a few of these on my ownSeat upgrades are hidden at the bottom of flight receipts which I just discovered last night (should really make this more prominent)The remaining transactions I still can't find receipts for are: - I believe this was for a ticket that I had cancelled and paid a $to get a refund, but I never received the refundRegardless, this charge doesn't match any of my United Receipts -this was redeposited on 1/30/2018-the miles of 45k 0162921495963 -Mileage Plus redeposit fee-for Baik/Crystal -$award booking for Chrystal Baik Please let me know if you need anything else, and thank you for helping! Best, Josh Regards, *** Johnson Corporate Customer Care Case ID

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Address: P O Box 66100, Chicago, Illinois, United States, 60666


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