United Airlines

Mrs. [redacted] case was submitted to claims department for a second review. The claims analyst spoke with passenger. She advised Mrs. [redacted] that we will re-issue check for $756.00 plus send compensation in the form of a Travel Certificate for $250 x2 for a total of $500.00. Mrs. [redacted] agreed to amount of check and compensation.

Complaint: [redacted]
I am rejecting this response because:From:[redacted]Sent:Thursday, March 02, 2017 7:46 AMTo:Revdex.com [redacted]Subject:Case ID [redacted] Good morning, I just got a message this morning about case closing, so soon. I didn't realize in the original message it said I had 7 days. What should I do to reopen case? I have necessary information for James [redacted] who was handling case for United Airlines. Below is that information: Confirmation [redacted]Name on ticket: [redacted]Flight # [redacted]Travel date on March 1Origin: [redacted]Destination[redacted] 
Sincerely,
[redacted]

Dear Ms. [redacted],  I truly regret that you do not accept the travel voucher that was sent to you.  It was not my intent to add to your frustration. Please know 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.  When this occurs, we want to minimize the impact to our customers as much as possible.  We are working on a number of initiatives to improve reliability and decrease missed connections, which includes adjusting our schedule and refining our maintenance practices -- this is all a continuous fine-tuning process. I see in your reservation that food vouchers were issued to you by the airport to defray your out of pocket expenses for meals.  If you had any out of pocket expense for hotel due to the July 28th  overnight delay, please send a copy of your receipt to my attention to [email protected] and I will be happy to review.  You may also send this through the Revdex.com if you would like.  However, we do not reimburse for lost wages or business opportunities.  We consider it a privilege to serve you. Kind regards, Dana [redacted]Corporate Customer CareCase [redacted]

Complaint: [redacted]
I am rejecting this response because:While I appreciate the quickly reply, this does not address the problem. I understand that changes happen, and I understand that guarantees can't be made. But I expect that if changes need to be made against my agreement, then you as a business would do your best to accomodate your client's needs. United Airlines has done nothing to accomodate my needs. In fact, your company has decided against ensuring that what I purchased is anywhere near what I purchased. I bought 3 round trip flights that would have taken me to my destination in an acceptable time frame with only 1 stop in between our destination. I purchased United Airlines tickets specifically because of the route, which would ensure that going through customs would occur at my final destination. Traveling with a 6 year old internationally, with customs and jet lag to contend with, is a test of patience, and I buy my flights early to ensure that, not only time matches, but also that the destinations work with my family. I also meet family quite often en route or at the airport of our final destination. So, let me lay out in bullet points what has changed without any regard from your company:- I now have 2 connections, which adds over 5 more hours of travel for my family- My second connection is in Europe, which means I have to go through customs before I reach my final destination, with a child who will be very jet lagged and tired- My family who is coming from another country to meet me there will have to wait an additional 5+ hours at the final destination airport until we arrive, that way we can continue the trip by car togetherThere was one perfectly good replacement flight listed on United.com that would have worked for us, but that request was denied for some technical reason. We gave up and accepted a 2 layover option, but even that was denied to us, because the flight times were "too good" (aka. we didn't spend enough money during your summer sale). So we were forced to take a lesser option due to whatever technicality your company placed on our flight purchases.As a consumer I expect to be treated fairly. When I walk into a store and purchase something on sale, should something happen to that item, it doesn't get replaced with an inferior version. I get it replaced with a version of equal, working quality. I expect the same from an airline company. You are attempting to give me an exchange of inferior quality, and I don't accept that this is valid.Perhaps you see me as simply someone who purchases one or two flights per year, and sometimes they're United, and sometimes they're not. What you may not see is that I've been flying around once per month on average for business as well, along with several other employees at my company. We've been using United for a good portion of our flights, but with the recent baggage changes, and this poor attempt at customer service, I may decide to against that decision in the future when flight options are given to me. While I don't doubt that American, Delta, Alaska and other international airlines will treat me with any less corporate, they also haven't manipulated me twice into summer sales, only to bait and switch my flight plans before my trip takes place.
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you for taking the time to speak to me today. As I mentioned, I have requested a refund of the fees under ticket [redacted] that were collected to pur[redacted] miles for your MileagePlus account.  Please allow seven business days for processing.  You should be receiving an email from United Customer Refund Services when the refund is complete. We hope to welcome you onboard soon. Kind regards, Dana [redacted]Corporate Customer CareCase 10073475

Initial Business Response /* (1000, 5, 2015/06/29) */
Dear Mr. [redacted]:
I'm sorry for your experience.
I regret you are disappointed with our new boarding process that was introduced last spring.
We board all aircraft by boarding groups, which are numbered from 1 to 5. Families with...

infants or with children who are under the age of 4 may board the aircraft when their group number is called. We found this process to be the most-efficient way to improve your travel experience and our on-time performance.
Pre-boarding is offered as a courtesy to customers who require physical assistance in boarding, unaccompanied minors, uniformed Military personnel as well as our First Class passengers, Premier members, Star Gold and Silver members.
We are a family-friendly airline, and are committed to treating all customers with dignity and respect.
I'm sorry to learn about your disappointment that blankets and pillows are not offered in the main cabin for most of our domestic flights.

Our goal is to provide a safe and pleasant travel experience, and your satisfaction is important to us.
We appreciate your business and look foward to seeing you on a future flight with United Airlines.
Regards,
[redacted]
Corporate Customer Care
Case XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a further explanation on the blankets and pillows not being provided to economy passengers and what steps, if any, will the company utilize for pillows and blankets, going forward. I would like to see a new policy that allows blankets and/or pillows to children under a certain age, for all classes. I think that is a fair request to respect the children flying with United Airlines.
Final Business Response /* (4000, 9, 2015/07/07) */
Dear Mr. [redacted]:
I am responding to your response filed with the Revdex.com.
Please understand that blankets and pillows are not offered in the main cabin for most of our domestic flights.
I realize that this is a serious issue for you. We appreciate customers taking the time to share comments and suggestions. Feedback like yours presents opportunities for improvement.
We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards,
[redacted]
Corporate Customer Care
Case XXXXXXX

Complaint: [redacted]
I am rejecting this response because: the death certificate isn't available yet. They are waiting for my uncle to fly in from Atlanta to proceed with official funeral arrangements because she's being cremated. So I have no death certificate until the funeral home handles their portion of the business. 
Sincerely,
Terrell [redacted]

Complaint: [redacted]
I am rejecting this response because at this time I'm unsure if United will reimburse my son's expenses in clothing and toiletries due to the luggage not appropriately delivered to him. This isn't clear in United's response, and we (my daughter) already had the experience of calling United about sending the luggage to Jordan and being held on the phone for hours, sending her to talk to Air France for no reason, and then telling her the second time that United couldn't do it after all   as mentioned before, I need a written statement from United statement saying that United  will cover Daniel [redacted]'s expenses in clothing and toiletries during his stay at Jordan over the 5 weeks he is been there for a adept of State program. He will be back on August 5, and we'll be sending the receipts immediately. Once I get that assurance that United will cover this, Inwill accept the resolution   
Sincerely,
Adriana [redacted]-[redacted]

Complaint: [redacted]
I am rejecting this response because: I need more clarification of the e ticket amount and how they came to the determination. I continue to be disappointed even with the way they (united airlines) are handling my response as if I'm a number and not an actual customer. My family continues to discuss the mishandling and miscommunication they we experiences that caused us to deal with extra stress in order to get to Chicago via United Airlines. I would like to trust them but they are making it quite difficult. I have not spoken to anyone that can clarify, constantly redirected to email.
Sincerely,
Kathy [redacted]

Dear Mr. [redacted],
 
Thank you for letting me know your ticket
has been changed.  I have requested a
refund of the change fee.  The process may take
up to 10 business days and will then show as a credit on your statement within
two billing cycles. Thank you for letting me handle this request for you. Let me know if you need anything else.
 
We
consider it a privilege to serve you.
 
Kind regards,
 
Dana [redacted]
Corporate Customer Care
Case [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11608839, and find that this resolution is satisfactory to me.
Sincerely,
Brian [redacted]

December 2, 2015Dear Mr[redacted]We are sorry to learn of your complaint filed with the
Revdex.com regarding your reservation for travel from Jackson Hole
to Los Angeles on our United Express partner, [redacted] Airlines.We
apologize for your disappointment with your changed...

reservation.  We implement schedule modifications for a
number of reasons, including the need for market adjustments and seasonal
demands.  Although we are unable to
guarantee flight times will not change, we understand how such modifications
can impact our customer's travel plans and we remain committed to minimizing
those inconveniences.  Additionally,
we regret to hear your report that your non-refundable ticket would be refunded.  Unfortunately, we are unable to provide a
ticket refund for what is considered a minor schedule change.  Please
know that when contacting United, our calls may be recorded for quality control
purposes however, due to our heavy call volumes not all calls are recorded.We
appreciate you bringing your concerns to our attention since our customer's
feedback about our products and services is very important in helping us
improve our customer's overall travel experience.  Mr. Steers, we truly value your business and look forward
to welcoming you on board a future flight.  Sincerely, [redacted]United
Airlines Corporate Customer CareRef
# [redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
Dear Mrs. [redacted],
I am responding to your comunication sent through the Revdex.com.

The 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 Reservation agents.
I hope you will not rely solely on this incident when forming your opinion of our overall service. Your business is important to United and I'm confident your next travel experience with us will prove to be much better.

Regards,

Lilia [redacted]
Corporate Customer Care
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted],
I would like to know that this employee will be strongly reprimanded for this behavior. I feel it would be fair compensation for my experience, that I receive flight credit due to my inability to adjust this flight. This employee's attitude and failure to assist caused me to end my trip earlier than planned. I was willing to pay the proper extension fees, I simply needed assistance from "Virginia" in the Chicago reservations center. Since this incident I have attempted to contact the Chicago reservations center directly - to no avail. I have not yet gone through social media channels to get a direct response from this center, as I felt that this would be the most direct method of contact. My next step will be to address United Airlines through social media in an effort to reach this representatives superior. I would like this representative properly addressed about this matter; I would hate for any other customer to know that a 'Solitaire" game is more important that their concerns. If this call is ever reviewed you will hear the remarkable level of disrespect and nonchalance for my concerns and needs.
I would like to end with a positive experience with United Airlines, but it has been very difficult to find satisfaction in being told that my call would not even be heard, over a manager's choice to ignore my needs and play computer games. This was highly unacceptable and ruined my travels. I do hope that I will receive suitable compensation for my horrid service experience and travel inconveniences.
Best Regards,
Tiffany [redacted]
Final Business Response /* (4000, 9, 2015/07/27) */
Dear Mrs. [redacted],
I am responding to your latest communication sent through the Revdex.com.

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 created, but we do not compensate for such concerns. All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstances. We strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers. Based on your comments, we did not meet our goal nor your expectations. I regret you were not satisfied with the service provided.

We work hard to correct problems brought to our attention. Although we cannot provide specific details about the internal investigation, please know we take your concerns very seriously.

It is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not met. We appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenience.

Regards,

Lilia [redacted]
Corporate Customer Care
[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,
Kendra [redacted]

Dear Mrs. [redacted]:The Revdex.com has shared your information with United Airlines Customer Care Department, and I am very sorry for any discomfort you and your husband experienced during Flight 218.  Our records reflect that you contacted United Airlines Customer Care Department...

about this same situation, and I would like to reassure you that your feedback has been shared with the appropriate management team.  While I appreciate your request for a ticket refund, please understand that United does not provide ticket refunds or refund the cost of an Economy Plus seat purchase in any situation where transportation has been provided and a passenger was seated in an Economy Plus seat, as was the case.  I wanted to let you know that I cancelled the electronic travel certificate which you received initially for your travel experience, and I am sending you a new electronic travel certificate which will arrive separately via email within at least 24 hours.  I am providing your husband with an electronic travel certificate, as well. Thank you for your patronage as a MileagePlus member, Mrs. [redacted].  We look forward to providing you and Mr. [redacted] with a more positive inflight experience.Sincerely,Suzanne [redacted]Corporate Customer CareUnited Airlines Case ID [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and am responding with the requested information.Ticket Numbers (13 digits beginning with 016): [redacted]Frequent flyer number (if available):Flight Number: Original flight number I do not have access to, new flight number UA3557Flight Date: Original flight date 7/23/17, new flight date 7/24/17Confirmation number: [redacted]
Sincerely,
Jacelynn [redacted]

Complaint: [redacted]
I am rejecting this response because:  We tried several times using your website to reject the change....in fact we rejected it at least 4 times trying to figure out the process you required for this change.  Finally when given no other option we accepted the change to move the refund process along.  What you are telling me is you provide me no service and get to keep our money.  We canceled well in advance of our flight, have tried to negotiate to recoup a bit of the cost for a process that is clearly NOT consumer friendly.  If you would be so kind as to forward this up the chain of command.  I have not had this problem with any other major airline.   Thank you for your time,Adam [redacted]
Sincerely,
Adam [redacted]

I simply want United Air to assure me that I will have a seat on my return flight from Philippines to Virginia . They were the ones to cancel my ticket , I am not sure how much of it they were able to cancel

Dear Mr. [redacted]: I'm sorry you're disappointed with my response.   My intention was to show you I understood your concern and let you know I'm sorry about the confusion with your ticket. I didn't mean to create more frustration. I've taken another look at your situation and am depositing an additional 30,000 bonus miles to help offset the cost of new ticket. Thank you, again, for letting me take care of this for you.   We're listening more than ever and working hard to be your airline of choice. I appreciate you helping us get there.   On behalf of United, we look forward to welcoming you aboard your next flight. Kind regards,[redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your travel experience on October 21, 2015. 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.   We are focused on delivering solid operational reliability, and your feedback will help us as we strive to meet this goal.  The passengers of Flight 396 were advised to visit our appreciation website in order to obtain a gesture of goodwill. We are sorry to learn you did not receive this information.  This offer was valid for 90 days from the date of your flight and has now expired.  However, as a one-time exception, we will provide you with the electronic travel certificate for the flight problems you endured on October 21, 2015.  The electronic travel certificate can be used to help offset the cost of a future ticket purchase with us, and you will receive the electronic travel certificate under separate cover via email within at least 48-72 hours.  We understand your experiences with United in the past have been disappointing, and we do hope you will redeem the certificate and give us another chance to regain your confidence in United.   Thank you for your patronage as a MileagePlus member, Ms. [redacted].  We look forward to continue serving your travel needs. Sincerely,   Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10029161