United Airlines

Dear Dr. [redacted]I'm very sorry you didn't get to enjoy our United Club.So that we can research your information, would you be so kind as to provide the following information: Ticket Numbers (13 digits beginning with 016):Confirmation number:Flight Number:Flight Date:Flight from:Flight to: You...

can find this information on your ticket receipt  Your assistance is appreciated. Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

Dear Mr. [redacted]: Thank you for your reply, I trust you have received your certificate by this time.  Please be assured that we take responsibility when there are controllable situations and provide goodwill compensation according to our guidelines.  We must also make good, balanced financial decisions, optimizing our goodwill outreach to ensure that it’s commensurate with the disservice you experienced. While I won’t be able to meet your compensation expectations , I thank you for giving me the chance to pass along your feedback. As an additional “thank you,” I’ve placed 2500 MileagePlus bonus miles into your MileagePlus account.  We look forward to welcoming you on board again soon. Regards [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,
Eric [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,
Jerome [redacted]

Dear Ms. [redacted]:I am truly sorry for the delay of flight 851 on May 22, the inconveniences it caused you and Mr. [redacted] and the time lost. Please accept my sincere apologies for the poor experience, we are acutely aware how negatively this impacted your travel plans.As previously advised, our record for...

this flight shows no passenger was eligible for a $600.00 certificate and this exceeds the goodwill compensation guidelines for this flight. If you were advised you would receive $600 E-certificates they would have been issued at the airport. If you were not and there is no documentation to support your claim we will adhere to our compensation guidelines established for this flight, and apologize for any misinformation. However, in consideration of the inconveniences you both experienced we will be sending additional electronic travel certificates in a separate email as a goodwill gesture. Please allow up to 7 business days for processing. Ms. [redacted], it is clear we did not meet your expectations for quality service during these sequence of events you described. My apology cannot erase what happened, but we take your concerns very seriously and hope you will give us a future opportunity to restore your confidence and support. We appreciate this opportunity to respond and we look forward to serving both you and Mr. [redacted] again soon.Regards,   [redacted] Corporate Customer CareCase: [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.
IMPORTANT: Please use my mailing address recorded in my MileagePlus account to ensure a smooth delivery of your good will. Thank you.
Sincerely,
Hansong [redacted]

January 12, 2016 Dear Ms. [redacted]: We are sorry to hear of your complaint filed with the Revdex.com regarding your December travel experience.  You mentioned flight irregularities, a missed connecting flight, long customer service lines and poor customer service.  We...

realize at times we may not be doing as well as we should in assisting our valued customers.  We also understand that how the situation is handled may severely impact a customer's travel experience.   We appreciate you bringing your concerns to our attention since your feedback allows us to evaluate our service to our valued customers and helps us target future improvements to ensure you have a more pleasant travel experience the next time you or your family fly with us. Our records reflect that one of our Customer Care colleagues previously addressed your same concerns and provided you with a $150 electronic travel certificate as a gesture of our concern.   Ms. [redacted], we sincerely appreciate your business.  We hope you will be able to use your certificate and allow us a future opportunity to provide you with the service you expect when you travel with us.   Sincerely, Judy [redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Mr. [redacted]: Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the schedule change you report.  Through the course of a year, sometimes we need to change our flight schedule due to capacity or other operational...

issues.  We try to minimize these changes, but when they do occur, we do our best to contact our affected guests using the contact information from their reservation records.  We try to do so within 30 days of their scheduled departure when we are confident that there will be no further changes.  Sometimes we are unsuccessful with preventing any guest inconveniences, and we are truly sorry that this was your experience.  Please know that if the schedule change is unsatisfactory, you are allowed to cancel the reservation entirely and receive a full refund.  Without any ticket number or  flight information I am really unable to tell for sure.  If you would like to forward the information, I will look into it further.  However, if you accepted the changes, there is no compensation offered.  I appreciate your understanding. Mr. [redacted], your business and satisfaction are especially important to us.  We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again. Best regards,  Mary Beth [redacted] Corporate Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11144091, and find that this resolution is satisfactory to me.
Sincerely,
Meghan [redacted]

Dear Ms[redacted]   Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the disappointing travel experience you and Mr. [redacted] had with us recently.  I was sorry to learn of the weather delay that...

prompted you to write us.  Perhaps your complaint to the Revdex.com has crossed in the mail as I see my colleague issued a $150.00 travel certificate to you January 19, 2016 and she issued one for Mr. [redacted] just yesterday.  I hope that you are able to use them and give us an opportunity to provide the service you expect and deserve from United.   Ms[redacted] your business and satisfaction are especially important to us.  We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again.   Best regards,   [redacted] Corporate Customer Care Revdex.com[redacted] Case ID: 9966591 Tell us why here...

Dear Ms. [redacted],   We’re sorry to hear that the delay of May 13th United flight [redacted] to Houston impacted your carefully made plans to attend a wedding in Mexico. Of course our goal is to operate on schedule – unfortunately this doesn’t always happen.   I understand that you opted not to use...

your ticket since we were unable reschedule you on flights wherein you would arrive at Puerto Vallarta in time for the wedding, and I have requested a refund of your ticket.  All refunds are processed back to the original form of payment.  With this in mind, United Refunds will process a credit to the credit card used and issue an electronic travel.in the amount of the original certificate that was used when the ticket was purchased.  The new certificate will be valid for one year from the date the refund is processed.  Please allow seven business days for the refund to be processed.   As goodwill and in lieu of reimbursement of the taxi and meal expenses you mentioned in the email sent directly to United Customer Care, I have authorized an electronic travel certificate.  While certificates cannot be combined, each certificate can be used to discount a future ticket purchase.  You should receive a confirmation of the certificate via separate email within a few days.    Our policy stipulates that should there be a flight irregularity, we do not reimburse prepaid expenses such as hotel and transportation. Therefore, I must respectfully decline your request for reimbursement of your prepaid expenses.   We truly appreciate your patronage as a MileagePlus member and look forward to offering you a better experience the next time you fly with us.   Kind regards,   Dana [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:I'm responding to a complaint forwarded to United from the Revdex.com.I realize how disappointing it must have been to miss your connecting flight, and I regret your travel plans were interrupted. We cannot always delay scheduled departures, but we do our best to...

accommodate late-arriving customers when the operation permits. Our ground staff is available to help with rescheduling and amenities during these unexpected situations.   Our records indicates you received hotel and food vouchers as a result of the irregualar Operation.  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.As a gesture of concern, I will deposit 10,000 bonus miles to your MileagePlus account.  Bonus award miles, award miles and any other miles earned through non-flight activity do not count or qualify for Premier status. Please visit united.com to verify your mileage balance within 5-7 business days.  It is my hope that you will accept our apology and enjoy using the miles 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 airline. We still have room for improvement, but that’s the direction we’re headed. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Complaint: 1[redacted]
I am rejecting this response because: I have not received any email with a voucher for the other 1/2 of the ticket that was to be refunded. Once I received it it will be resolved.
Sincerely,
Robyn [redacted]

January 4, 2016   Dear Mr. [redacted]   We are sorry to hear of your complaint filed with the Revdex.com regarding your disappointing experience when traveling from Williston to Tampa on United and United Express.    If we may respectfully note that as a member of...

our Armed Forces we truly appreciate all you do to help keep our country safe.    You mentioned you encountered multiple flight irregularities, a missed connecting flight, an unplanned overnight stay in Houston, long customer service lines, a broken tray table and the cancellation of your car rental reservation.   From what you described we did not live up to your expectations or ours for providing our valuable customers a positive and seamless travel experience.  Please accept our sincere apology for any inconvenience these situations caused you.   We appreciate you bringing your concerns to our attention since your feedback allows us to evaluate our service to you and helps us target future improvements to ensure you have a more pleasant travel experience the next time you fly with us.    Regrettably, we are unable to provide a ticket refund when transportation was provided.  However, because we recognize your travel experience was negatively impacted, as a tangible gesture of our regret we will be issuing you a $200 USD electronic travel certificate for your use on a future United and/or United Express flight.  The electronic travel certificate number along with the terms and conditions will be emailed to you under a separate cover.  Please allow up to five business days for receipt.   Mr. [redacted] as a MileagePlus member we truly value your business and your continued loyalty.  We will do our best to provide you a more positive experience in your future travels.    Sincerely,   [redacted] United Airlines Corporate Customer Care Ref # [redacted]

Dear Mr. [redacted]: Please know United is unable to refund tickets purchased through a travel agency. United does not take possession of these tickets until the passenger actually has taken their first flight on a United aircraft.  At this time the refund process is through [redacted],...

according to their terms and conditions. You may wish to go to [redacted] and review their refund policy.  If you purchased non refundable tickets, you may utilize these tickets within one year of the original purchase date, along with a change fee and any difference in fare due.If you purchased travel insurance, you may inquire through them if a refund is possible. Please know the [redacted]  reservation number is not viewable in the United system.  United has its own record locator unique to our system. My apology for any confusion.  Regards, Ruth [redacted]Corporate Customer CareCase:[redacted]

Complaint: [redacted]
I am rejecting this response because: After having investigated my complaint, reviewed United's policy, and considered feedback from a United customer care representatives, including in response to sharing my concern with the Revdex.com and DOT, I have found that United's gate agents did make a mistake. United's representatives continue to deny that a mistake was made, the mistake derived from an unclear United policy, which should be revised for both United's and their customer's sake, and United refuses to provide what I think would be fair compensation. Regarding the compensation, apparently for some reason, United Club passes are not offered. While I do appreciate the 7500 miles and $150 certificate provided, the compensation should be commensurate with being denied boarding such as for an oversold flight. Considering the time I have put in to helping United identify remediable problems and my own incovenience, I would think that additional miles to pay for a round trip flight (e.g., 50,000) would be acceptable.
Sincerely,
David [redacted]

Dear Mr. **:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear about what took place when you tried to change your family's return travel date on your MileagePlus tickets and I understand your disappointment. I also understand your frustration...

that you were advised the infant ticket would be more expensive since your original flight was no longer available, and you were rebooked on [redacted] Air.  I realize you did not receive the help you expected or deserved when you spoke to several representatives during this stressful time and I am truly sorry. As a goodwill gesture I have issued you a $450.00 electronic travel certificate to offset the difference in fare you paid for the infant ticket.  The certificate will be emailed to you in a few days. Thank you for being a MileagePlus member with us and have a nice day.Regards, [redacted]Corporate Customer CareCase: [redacted]

March 22, 2016 Dear Mr. [redacted]: I am responding to a correspondence received from the Revdex.com. I regret the circumstances described in your communication. It may be helpful to know that our system is designed to automatically quote the lowest fare available that you qualify for at...

the time of your request. The fare is guaranteed once the tickets have been purchased and are issued.  In researching your information, our records indicate the reservations you were holding had a time limit, and our time limit policy refers to the latest time and date the tickets can be purchased to obtain the fare that was originally on the itinerary. The itineraries you have referenced were not ticketed by the designated time limit; as a result, the flights were cancelled. In accordance with our ticket policy, we regrettably, are unable to honor your request to refund the difference in fares. I realize this is not the response you were hoping for and I’m sorry for disappointing you. Mr. [redacted], as a MileagePlus member, we appreciate your business and look forward to welcoming you and Mr. [redacted] on board United Airlines on May 27-31, 2016. Regards, Mrs. Elizabeth [redacted]Corporate Customer CareUnited AirlinesCase: 10146700Revdex.com Case # [redacted]

Dear Ms. [redacted]:  The Revdex.com has shared your information with United Airlines Customer Care Department, and I’m very sorry for the disruption to your travel plans. You needed to be at your destination as we promised and I sincerely regret your expectations weren’t met due...

to the 2 hour delay of your flight. We really work hard to maintain flight schedules; however, sometimes unforeseen circumstances present operational challenges. I know your time is valuable and understand your disappointment. Unfortunately, I am unable to fulfill your compensation request, however, we want to continue serving your travel needs, so I’m sending you a $100.00 Electronic Travel Certificate that will arrive separately within five business days. I appreciate that you chose United for your travel and hope your next trip with us will deliver the experience you deserve as a valued Mileage Plus member.       Regards, Shandai [redacted]Corporate Customer CareCase:[redacted]

Complaint: [redacted]
I am rejecting this response because: I realize that United is a big company. However. This weekend was ruined and my time was wasted and I wish they thought better of the fact I was attempting to fly with them and 100 is nothing towards the flight the ticket itself was 364. And 100 is minimal with no appreciation for the customer and pain and agony of not completing the task to travel 
Sincerely,
Nicole [redacted]