United Airlines

Dear Ms. [redacted]:I apologize that when calling United Airlines to get an explaination as to why there are different fares to upgrade, you were not able to get a clear understanding.I do not have your flight information, but United Airlines does offer upgrades at different rates depending on...

availability at the time of booking.  It is like our fares, when one class of service is available but for only two and you are booked for 8 passengers, two of those passengers will be able to select the lower fare where all the other passengers will be booked at the next higher fare.If you would like me to see exactly what the issue was, I will need the confirmation numbers/ticket numbers of all passengers that are traveling.United Airlines does appreciate your business and we do look forward to serving you and your travel companions. Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:   I'm sorry, if you are unable to use your certificate during the year, they will be removed from the data base.   Regrettably, as an ETC can’t be extended, or reissued, we're unable to grant your request. We appreciate your understanding.   I appreciate you chose United for your travel. We hope to have the privilege of welcoming you back in the future.   Regards, Mae [redacted] Corporate Customer Care Case ID 10929827

Dear Mrs. [redacted]:I attempted to contact you via phone today at 4:30 pm central standard time and left a voicemail.I regret that I did not acknowledge the unprofessional manner you were spoken to by our airport preventative.  Although, policy must be adhered to pertaining to baggage guideline, the manner in which the information was presented to you could have been handled differently.  We realize communication is essential and based on your comments; clearly we could have done a better job.In lieu of a refund, I will be happy to issue you a $75.00 [redacted] gift card to bring this to an amiable conclusion.  Please allow 7-14 business days for delivery. It is not my intention to give the perception that your concerns were not important or that you are not a valued customer. Please know, I can only imagine how frustrating the experience was, and I truly wish that we could undo the circumstances experienced. When things go wrong, we must of course take responsibility and make it right and I am sorry you feel we did not.   We respect your position and ask that you understand ours. Case ID 10734722

Complaint: [redacted]
I am rejecting this response because:I have not received the businesses' response as yet. I will wait to approve it until I do receive it.
Sincerely,
[redacted]

Dear Nan [redacted]:I am responding to your correspondence addressed to the Revdex.com. I appreciate the time you have taken to contact us again. On behalf of United, I am sorry to learn of your continued disappointment and welcome the opportunity to once again elaborate. We collaborate with a number of reputable companies to provide our customers with the opportunity to book travel services on our website, aside from the air travel that United Airlines provides and is responsible for. Those other travel services are provided by companies that are unrelated to United Airlines.  While we are very selective in the companies that we select to provide those other travel services, those companies are fully responsible to the customer in accordance with their terms and conditions of service.   While I’m sympathetic to your circumstances, United Airlines is not involved in any aspect of your transaction with the [redacted] Credit Card company or any offers you participated in. As such, we respectfully suggest that you contact [redacted] Credit Card Company directly to register your complaint and seek a resolution. While I realize that the application of our policies and guidelines has not provided you with your preferred outcome, please be assured that we appreciate your business. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10665415

Dear Ms. [redacted]:   I am very sorry you were not provided with inaccurate information and for the last minute schedule changes to your itinerary. We realize communication is essential and based on your comments; clearly we could have done a better job.   I am also sure it...

was frustrating having to purchase items since you were without your luggage. I know this wasn't how you planned to spend your time away from home and I'm sorry this happened.   Our Baggage Resolution Center (BRC) handles all baggage related concerns and they'll be happy to assist. You'll need to download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions and lists the items needed, so our BRC team can review your case. I recommend keeping copies of the completed claim form and receipts for your records.   http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx   In appreciation of your feedback and patience, please enjoy the electronic travel certificate that will be emailed to you under separate cover within 3-5 business days.   We appreciate you traveling with us and hope to see you on a future United Airlines flight.   Regards,   [redacted] Corporate Customer Care Case: [redacted]

July 15, 2017 Dear Mr. [redacted]: The Revdex.com has forwarded your correspondence to our attention. I'm very sorry we didn't get you to your destination as scheduled.   You should be able to count on us for reliable, on-time performance and I'm disappointed we didn't meet our mutual...

expectations. We want to be your airline of choice, and from what I read, we have some work to do. While I'm unable to honor your request for free travel or hotel accommodations, I would like to send you a gesture of goodwill. I have sent an Electronic travel Certificate that may be used for a future travel on United or United Express. (You should receive it in a few days in a separate email)   Our airports provide amenities for an overnight stay when the flight situation is within United's control. The voucher for food is expected to help offset the cost of a meal purchase and I am very sorry the hotel did not meet your expectations. I have sent your feedback to our Operations team to be reviewed. Mr. [redacted], I do apologize for any confusion regarding reimbursement and hope your next trip goes smoother.   We value your business and look forward to welcoming you aboard another flight on United.   Kind Regards,   Judy [redacted] Corporate Customer Care Case [redacted]

Complaint: [redacted]
I am rejecting this response because: why would I want to ride your airline again after what happened?
Sincerely,
Paul [redacted]

Dear Mrs. [redacted]:   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. 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.   I understand this wasn't how you envisioned your travel plan, and I'm sorry for any inconvenience you experienced. We're diligent in maintaining a proactive maintenance schedule and sincerely regret this flight interruption. Keeping your safety as our main priority, we'll always do what we can to get you to your destination as quickly as possible. Your feedback helps us improve and have a better recovery process in the future. I'll pass it along for review of our procedures.   I'm sorry for any misunderstanding when you were charged an extra fee at the airport. I understand how difficult it is to know the exact weight of your bags at home. I also understand how confusing it can be when the airport weighs your baggage and it doesn't match from your previous flight or what you anticipated. Our airport staff assesses fees based on our published limits and when it's weighed at the airport. While we won't be able to refund the fee as these discrepancies are resolved at the airport, we'll make sure to send your feedback on. Our teams will review your comments to see how we can improve this process in the future.   I researched your ticket and it shows used. Since there is no value left on the ticket, I won't be able to offer a refund.From reading your email, we let you down. I’ll make sure to pass your feedback on so we can improve. That’s our first step. I’m also sending all three of you an additional Electronic Travel Certificate each, which will arrive via email in a few days. I've noticed that you have already received one from our Appreciation website. We want to deliver a comfortable and on-time flight. I hope your next one brings you that experience. Once again, I'm sorry.   Thank you for your business and loyalty. We look forward to serving you on your next United flight.   Regards,   Markeia [redacted] Corporate Customer Care Case ID [redacted]

November 17, 2015Dear [redacted]The Revdex.com has notified United
Airlines that you have filed a complaint against us as a result of your disappointment
with our pricing on flights to and from San Diego.  Your correspondence was forwarded to our
corporate office, and I was asked...

to respond on behalf of United Airlines.I have not heard of prices increasing due to
mileage award tickets being used.  United
Airlines offers a competitive mix of fares designed to meet the various needs
of our business and leisure customers. These fares range from deeply discounted
fares favored by leisure travelers to unrestricted fares bearing few, if any,
restrictions. Less expensive fares typically have more restrictions and less
flexibility. Fares are subject to availability, and lower fares may not be
available for every flight.Our published fares are not determined by
distance but rather by historical sales data, available inventory, local
events, and competitor pricing. It is not unusual for fares to fluctuate,
sometimes several times in a day. In order to secure the best possible fares,
please confirm your reservations in advance and check alternate dates of travel
when possible.[redacted], we appreciate your business as a
Premier Gold member of our MileagePlus program.  We and look forward to welcoming you on board a future United flight.Regards,[redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]The Revdex.com has forwarded your correspondence to my attention for response.  I want to express our sincerest apologies for the many inconveniences that you endured with your refund.  We truly appreciate you taking the time to point out the issues that you...

encountered as we work hard to correct problems brought to our attention.  In order for us to fully review and address the issue we would need additional information from you.  Could you please provide us with the ticket number if you have it, flight details (origin, destination, flight numbers), and your daughter’s name.  Any information that you can provide will help us locate the ticket and correct the issue.I look forward to hearing from you.  Our goal is to resolve this in a timely manner.  We at United apologize for the inconvenience and thank you for bringing this to our attention.  Your business and satisfaction does matter to us.Regards,   Juan [redacted] Corporate Customer CareCase:  [redacted]

Complaint: 11013753
I am rejecting this response because:I am not a frequent United Airlines flyer. This was my first time to fly UA and it was unpleasant. A travel certificate, which can only be used for the next time, is forcing me to choose UA again. 
Sincerely,
Na [redacted]

Dear Ms. [redacted]:   I'm very sorry we're unable to reach a mutual agreement and you feel the issue wasn't resolved.    I regret you are not entitled to the compensation to which you are inquiring about.   I’m sorry for any misunderstanding regarding denied boarding compensation. I hope I can clarify it and answer your questions.   We never want to deny any of our passengers from boarding their flight, but there are rare occasions when it’s inevitable. In order to be eligible for this compensation, the customer must meet all check-in requirements and be at the departure gate more than 15 minutes of the actual scheduled departure.   First, we ask for volunteers to accept alternate transportation; however, we may have to deny boarding to additional passengers if we don’t have enough volunteers. Compensation applies when the customer declines our request to volunteer the seat and isn’t placed on the flight. If the flight has an equipment change to a smaller aircraft, compensation is not applicable.   If the alternate transportation provided has the customer arriving within an hour of their scheduled flight, then no compensation applies. If the alternate transportation is planned to arrive at the stopover or destination more than one hour of the original flight, though, then the customer receives compensation based on the arrival time. I hope this information helps. If you have any other questions, please let me know.   While we won't be able to honor your request for additional compensation on this particular issue; please know the feedback was sent on. Once again, we'll use your comments to review our procedures with your point-of-view in mind. We'll also make every effort to leave a better impression the next time you give us the privilege of serving you and delivering the experience you deserve.   I understand and appreciate the loyalty you’ve given to us. We will always be grateful for your business and look forward to welcoming you on board a future United Airlines flight.   Regards,   [redacted] Corporate Customer Care [redacted]

Complaint: [redacted]
I am rejecting this response because:When I place a order. there is no terms to review before the order.I just saw "About MileagePlus X" -> "Gift card notice". However, when I place the order, there is no force process ask me review the terms, especially gift card is not refundable.So, MileagePlus X should let user know gift card is not refundable before purchase, not after purchase.Another thing, I need a reasonable answer why gift card is not refundable.I understand if I made purchase using the gift card, then the existing translocation part is not refundable.Why complete new gift card is not refundable?I am asking MileagePlus X send me these documents by mail or email.How can I click 
Sincerely,
Yongtao [redacted]

Dear Ms. [redacted]: Thank you for taking the time to speak with me.   Again, I am very sorry that you were inconvenienced; however as I explained oversale compensation is not applicable.  Contrary to the impression that we have left with you, we value your business.  I certainly will respect your decision not to accept the travel certificate, but hope you will reconsider and allow us an opportunity to regain your confidence in our service.   Regards,   Tera [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care

Dear Mrs. [redacted]:Thank you for contacting United through the Revdex.com.  We apologize for the delays and problems with your certificates.We will forward this issue for review however our records show our colleague issued 2 $100 [redacted] cards. However, as an additional gesture of...

goodwill for your inconvenience and thank you for your continued loyalty and patience, we will provide a travel certificate, emailed separately within 7 business days, good towards a future United flight.  Regardless, we thank you for your patience, business and loyalty.  We’re always glad to hear from our MileagePlus members and thank you for flying the friendly skies.Regards,   Joe [redacted] Corporate Customer Care10584240

December 4, 2015Dear Mr. [redacted]:The Revdex.com has notified United
Airlines that you have filed a complaint against us with regard to a baggage fee
your parents incurred on their trip.  Your
correspondence was forwarded to our corporate office, and I was asked to
respond on...

behalf of United Airlines.I am sorry for any misunderstanding regarding
baggage fees. Please understand; however, as your parents eTicket receipt
indicates, if your flight originates with one of our codeshare partners or
other airline, you must check with the operating carrier for their bag
policies. When traveling internationally, the baggage policy of the first
marketing carrier will apply for the entire journey. That said, as Adria Airways was the first
carrier on their tickets [redacted] and [redacted], then the policy
regarding checked bags follows the rules determined by this carrier. I regret
that we are unable to grant your request for a refund, as the fees that were
assessed were consistent with Adria Airways policies. Mr. [redacted], we appreciate your business and
look forward to welcoming you and your family onboard a future United Airlines
flight.Regards,[redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:   I am responding to your latest communication sent through the Revdex.com.Please know I have contacted the airport and they have informed me they do not remove bags from under the seat in front of you when passengers are onboard; especially when a customer is sitting there.  Plus we do not have a report of the incident you describe.   Since unchecked personal property is outside of United's control, we are unable to assume responsibility for items left on airplanes.  I regret we are unable to honor your request for reimbursement. Regards, [redacted]Corporate Customer Care[redacted]

Dear Ms. [redacted]:   I am sorry if there was confusion about the refund of your ticket.   When you purchase your ticket you are eligible for a refund within 24 hours of the original purchase; however since you purchase the ticket on April 17 then made a change on April 23rd then you would...

not be eligible for a refund. I am sorry for any misunderstanding of the 24hour refund policy. I have included a link to the policy below:   https://www.united.com/web/en-us/content/reservations/refunds/24-hour-booking-po...⇄   I am sorry we respectfully decline your request for a refund as your ticket is non-refundable. With that said, as a gesture of goodwill I will refund the $200 change fee as a gesture of goodwill.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight.     Regards,
[redacted] Bond Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:   Your correspondence with the Revdex.com has been forwarded to my attention for review.   I'd really like to help, but I'm missing some information.   If you could fill out the below areas and I'll look into it. This information is on your...

receipt:  • Flight number: • Flight date: • Ticket numbers: • Confirmation number: • Flight from: • Flight to:   I appreciate that you chose United and look forward to helping you soon. Kind regards,   [redacted] [redacted] Corporate Customer Care [redacted]