United Airlines

Complaint: [redacted] I am rejecting this response because: I am not happy with United airlines "good faith offer"The offer is something that I can't physically use due to the fact that one of the recipients of the credit is a lap infant who can't use the creditAlso the credits can't be combined on a single ticketI am extremely unhappy with United's handling of this situation to the point that I will never fly with them ever againI will also use all of the social media outlets to make the public aware of how United Airlines treated my case and that they should not be trustedI will not rest until I make a negative financial impact on their businessI have a very legitimate reason for a refund as United was unable to get me to my destination within a reasonable timeframe (Three days)Then they tell me they will refund me $(which almost would cover my hotel and rental car so that I can drive hours) and this is why I made the decision to driveThen they only refund me $Shame on you United Airlines!!!! You can't be trusted!!! You deserve to go bankruptAgain I will not quit getting the true message out to your unknowing customersEvery free minute I have will be spent on this [redacted] would never have treated me this way Sincerely, Andrew Abbatea very unhappy never again customer!!

Dear Mr***:I have reviewed your complaint and do see that Ms [redacted] with our Executive Services is hand**ng this complaint as well as MrDavid [redacted] .In their documents I see that Mr [redacted] did offer each of the passengers that you have named a $electronic travel certificate Ms [redacted] has contacted you by telephone as well as through email I have noted the case file with the complaint to the Revdex.com.Regards,Sheila [redacted] Corporate Customer CareCase

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, George [redacted]

December 1, 2015Dear Ms [redacted] I am sorry to learn you are still unable to locate the refunds on your credit card statement ending for tickets [redacted] , [redacted] and [redacted] That said, I have contacted our Refund Department on your behalf and they have confirmed the refunds for the above mentioned tickets was processed on September 8, (less the $processing fee per ticket) I have also verified this information on our website I have included the link below for your reference Please enter the digit number, and the last name of the passenger, to see the refunds were issued.https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx...⇄ I must direct you to your credit card company for their assistance regarding this matter Also, if you should you require additional information regarding your refunds, please contact a United Airlines Refund Representative at 1-800-UNITED-(1-800-864-8331).Kind regards, [redacted] Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because:Your employee told us there would be NO FEE when we called on the 18th of FebruaryThis person represents your company and just because the note on the account has "conveniently disappeared" does not give you the right to over charge for flightsIt was the same amount of segments as our original flights and therefore would cost the same amount of money to operateI will not pay for your employees mistakeA voucher would be useless to me as I will never use United Airlines againThis whole situation has left a sour taste in my mouth that I don't think you are willing to help fixOur original flight from Fiji was scheduled for Feb with [redacted] ***They then rescheduled us for Feb on [redacted] ***This was a huge natural disaster and your actions thus far have shown just truly how little you care for your customers Sincerely, Joseph [redacted]

Complaint: [redacted] I am rejecting this response because I think my complaint was misinterpretedI was not complaining I lost my Economy Plus seat, I was complaining about how UA handled the reassignment of my seatIf the seat is not guaranteed, UA can handle the seat changes in a more open and frank wayInstead, UA manipulates the system and changes customer's private information to achieve itI feel I have been cheatedThis is a very serious crime, UA is abusing the trust from their loyal customers! On the other hand, I have serious concerns about how I was pickedIs it because of my Asian name? As UA already had issues on racial discriminations in the past, I have huge concerns that race is a big factor here.I think I deserve an explanation here how my birthday was changed to 2016? I also think the public needs to know if this is a common practice at UA when a "seat reassignment" is needed by UAUntil I have satisfactory answers from UA, I reserve the right to seek answers through other channels and take actions for further investigations Sincerely, Sheng ***

Dear Mr [redacted] :We are responding to your communication filed with the Revdex.comOur records indicate you also filed a complaint with the United States Department of Transportation regarding your reservation to Los AngelesOur DOT Specialist, Mr [redacted] , responded to your concerns on October 7, A copy of his communication is provided below.--------------------------------------------------------------------------...⇄ Mr [redacted] : Your email addressed to The US Department of Transportation was forwarded to my attentionI’m sorry for any misunderstanding regarding the ticketing and fare rules of your ticket and can empathize with your disappointment when your reservation was cancelledI understand you did not show up for your outbound flight on September 30, and were upset that the remaining flights in your itinerary were cancelledPlease note, as part of the ticket's rules, you must use the ticket in the order the itinerary was bookedAlso, you must cancel your reservation prior to the departure of the flightFailure to adhere to either of these ticketing rules will result in your reservation being cancelled and the ticket having no valueWe must respectfully decline your request to reimburse you for the cost you incurred to purchase a new ticketAlthough I am unable to refund the original ticket, I have authorized an exception to restore itWhen you are ready to confirm a new reservation, please contact United Reservations 1-800-UNITED-(***-***) and include your original confirmation code, [redacted] and ticket number [redacted] Please know that a change fee will be collected and a difference in fare may applyAs a reminder, you have one year from the issue date to exchange this ticketYour ticket was originally issued on September 27, so it must be reissued by September 27, We appreciate your business and look forward to welcoming you on board a future United Airlines flight Sincerely, [redacted] DOT SpecialistCorporate Customer CareCase ID [redacted] --------------------------------------------------------------------------------...⇄ All things considered, we do support Mr [redacted] 's decision to reinstate your original reservation ( [redacted] )As previously communicated, when you are ready to confirm a new reservation, please contact United Reservations 1-800-UNITED-(***-***) .As always, thank you for choosing United AirlinesRegards, [redacted] ***Corporate Customer CareCase ID: [redacted]

Dear Ms [redacted] : We've received correspondence from the Revdex.com and we welcome the opportunity to address your concerns I'm sorry the First Class seat wasn't working properly on your recent flight, and the tray was missingI understand the disappointment since you wanted to enjoy the flight and relaxI'll send a report to our maintenance team to ensure we repair it I was very concerned to read about your experience with our flight attendantIt's contrary to our commitment to providing exceptional customer serviceI'll make sure to send your feedback so we can review it with the employeeWhen you fly with United, you expect us to treat you with dignity and respectWe value your feedback as it helps us to improve our services I researched your ticket and it shows usedSince there is no value left on the ticket, I won't be able to offer a refundI'm sending you and your mother, Carmen an Electronic Travel Certificate, which should arrive via email in the next few business daysWe're constantly looking at how we can improve when handling these situations and your feedback helpsOnce again, I apologize for any inconvenienceThank you, Ms [redacted] , for your business and loyaltyWe look forward seeing you in the friendly skies with United Regards,Valerie [redacted] Corporate Customer CareCase [redacted]

ear Ms[redacted] : I am responding to your communication submitted to the Revdex.comI'm sorry for what you've described; you should always be treated with dignity and respectWe would like you to know that all United Airlines employees are expected to provide exceptional customer service and remain professional at all timesThere is never an excuse for rude or abusive behavior and I regret the negative impression that was createdMs [redacted] , please know we take the matter of employee behavior very seriouslyAs such, would be so kind as to provide the details as to what occurredOnce we have the information we will forward it the appropriate management team; the situation will then be reviewed and discussed with a manager and the employee involvedBy taking these actions we are improving service qualityAs a Premier Gold customer, we appreciate your business and we will make every effort to provide a better experience the next time you travelBest Regards,Julie ***Corporate Customer CareCase ID: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Dear Mr [redacted] , I am responding to your communication sent through the Revdex.com I have forwarded your refund request to Customer Refund Services for review and considerationYour request will be viewed and handled to conclusion within daysYou can check the status of your refund request on www.united.com/refundsYour refund request Id number is XXXXXXXX for ticket XXXXXXXXXXXXX Meanwhile, your continued patience is appreciated Regards, [redacted] Corporate Customer Care XXXXXXXXXXXXXX XXXXXXX

December 10, 2015Dear Mr***j:I am responding to your additional communication sent to the Revdex.com On behalf of United Airlines, I regret to learn of your continued disappointment.I assure you that we are an integrity-driven airline We ask for your understanding that our responsibility in Customer Care is to investigate your claim, report your concerns, and provide relevant information about our policies and procedures, which I have done I am sympathetic to your perspective that the baggage fees your parents were charged should not applyI must again reiterate, United Airlines did not charge your parents for their luggage Adria Airways must have assessed the charges per their policy I have reviewed our files and we have no record of baggage fees being charged by United Airlines for your parents travel on tickets [redacted] and [redacted] , therefore, no refund is due.As stated on our website, "Your originating marketing carrier is the airline whose flight number is assigned to the first segment of your itineraryIf this carrier is not United or United Express, different charges may apply." In addition, I have included the link below which will provide this and other detailed information regarding baggage charges when traveling on United, and other carriers https://www.united.com/CMS/en-US/travel/Pages/ChangedBagRulesOptionalServices.as...⇄ also note, baggage fees may only be disputed during actual airport check-in Agents must be able to physically assess the bags before appropriate bag fees can be determined; therefore, it is simply not possible to negotiate excess bag fees over the phone or through mailMr***, I again apologize for the disappointment this situation has caused We truly hope to move forward with our business relationship with you and your parents, and that they will travel with us on a future United Airlines flight.Regards, [redacted] Corporate Customer CareCase: [redacted] / [redacted]

Complaint: [redacted] I am rejecting this response because:The response contains only oral apologyThere's no any solution or specific detail at allWe need a real workable solution Sincerely, Haizhi ***

Complaint: [redacted] I am rejecting this response because: The email I was referring to depicted two vouchers for [redacted] and [redacted] E from their Appreciation Web site I never revived Sincerely, Elizabeth ***

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight delay you and Mr [redacted] experienced on June 23, 2016, with Flight ***, as well as for the difficulties you endured with securing your preferred seat assignments for the alternate flight which was Flight We recognize how important it is to you to get to your destination on time, and we never want to disrupt your travel plans As with any airline, United's flight schedules are subject to change due to equipment changes, weather challenges or any number of operational issues Mr***, please understand that seat assignments are not guaranteed as unforeseen operational changes can transpire at any time However, we will try our best to accommodate individual seat requests, and we do appreciate your taking the time to let us know about the manner in which the gate agents and flight attendants addressed your request for assistance with your seat assignment for Flight *** We are focused on delivering solid operational reliability, as well as great customer service, and your feedback will help us as we strive to meet our goals A ticket refund is not issued in any situation where transportation was provided, as was the case However, we would like to present you and Mr [redacted] with an electronic travel certificate as a gesture of our concern The electronic travel certificates can be used to help offset the cost of future ticket purchases with United, and you will receive the certificates under separate cover via email within 48-hours In the meantime, your patience is appreciatedThank you for your patronage and Mr [redacted] ’s support as a MileagePlus member We look forward to providing you and Mr [redacted] with a more positive travel experienceSincerely, [redacted] Corporate Customer CareUnited Airlines Case ID [redacted]

Complaint: I am rejecting this response because:I did not see any apology from the previous respondsI see responds that refuse to admit any faultsI see buck-passing by keep repeating "the changes made to your travel plans were due to phone call from you requesting the changes" and "You were given all of the options available", both of which are not true, as I explicitly explained in the previous emails Sincerely, Jing **

Dear Ms [redacted] : 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 Our records show that you received an electronic travel certificate as compensation for the service event you experienced with the over-sized seat mate While I won’t be able to meet your compensation expectations of $travel certificate, I thank you for giving me the chance to pass along your feedback Please allow 3-business days to receive your compensationWe appreciate your businessRegards, Lisa [redacted] Corporate Customer CareCase#

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

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

Dear Ms [redacted] Thank you for your reply and providing me with additional information to review your e-ticket Based on my findings, the ticket you agreed to purchase is a non-refundable restricted ticket United’s excursion tickets are non-refundableA service charge usually applies for changing the time or date of travelService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsA service charge of $USD applies when exchanging domestic e-ticket and a service charge of $applies when exchanging international e-ticket; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference between the original fare and the new fare when there is reduced inventory or published fare increasesAs a one-time exception, I have waived your change fee; however you will still need to pay any fare difference should there be an increase of fares As a reminder, tickets are valid one-year from the date of issue Your e-ticket was issued on February 6, 2017; therefore must be exchanged on/before February 6, When you are ready to exchange your ticket, please contact our Reservations Department at [redacted] Provide the agent with your confirmation number [redacted] The agent will view my authorization and make the necessary changes to your e-ticket We appreciate your business and look forward to welcoming you on-board a future United Airlines flight Regards, [redacted] Corporate Customer Care Case ID - [redacted] Tell us why here

Dear Mr [redacted] : Could you please forward the claim form you filed out and any pictures of the damage bag so we may assist you with your damage bag claim.I look forward to your replyRegards, Cindy ***Corporate Customer Care [redacted]