United Airlines

Dear Ms. [redacted]: All children over the age of 2 must have a ticket to travel. We do not provide refunds on flown tickets and regret that was your expectation. I hope it helps to know that I've already passed your feedback along so we can review our policies and procedures. I consider it important...

to recognize areas where our airline may need to improve to maintain your loyalty. We can't undo what happened, but know we'll make every effort to leave you with a better impression next time.  [redacted]Corporate Customer Carereference [redacted]

Complaint: 11959561
I am rejecting this response because:Due to the US Government's travel warning to US citizens for travel to Mexico, and United Airlines a US business, a refund should be honored. I expect a full refund to be issued back to my Amex card.
Sincerely,
Jessica [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,
[redacted]

Dear Ms. [redacted] de [redacted]:   The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize you are disappointed with our mileage expiration policy.   I understand how disappointed you are to learn your miles have...

expired. The Mileage Plus is a self managed program and our mileage expiration policy requires that accounts have qualifying activity at least once every 18 months to keep miles from expiring. You can keep track of your mileage expiration date online at www.united.com. Once logged into your account, your expiration date is displayed next to your mileage balance. Reminders are sent as a courtesy six months prior to expiration to [redacted].[redacted]@gmail.com, which the email listed on your profile. It is the responsibility of the account holder to update your profile with any changes to your email, address and phone number.   We are unable to process your request, however, as advised by our Mileage Plus representative, you have the option to have your miles reinstated with our Buy Back program which allows you to buy back your miles online. The cost varies depending on the amount of miles being reinstated.   You can also contact the MileagePlus Service Center is open 7 a.m. - midnight (CT), 7 days a week for assistance. If calling from the U.S. or Canada, please call 800[redacted]. To reach us from outside the U.S. and Canada, please contact your local United reservations office and ask to be transferred to the MileagePlus Service Center.   We look forward to your active participation in our program as a valued Mileage Plus member.     Regards,   [redacted] Corporate Customer Care Case:[redacted]

Dear Mr. [redacted]: We’re always glad to hear from our MileagePlus members.  I am responding to your communication sent through the Revdex.com.  Thank you for flying the friendly skies. Our decision to implement fees did not come easily. Faced with extraordinary...

challenges, we, like so many others, have had to make difficult decisions to ensure that we are able to continue offering competitive fares and a superior product. Qualifying MileagePlus Premier Members, United Airlines primary credit card holders, Star Alliance Gold members and active U.S. military personnel with dependents are exempt from the baggage charges for flights operated by United Airlines. The exemption is automatically included in the reservation when benefit requirements are met. Please visit united.com and select "Travel Information", "Baggage information" and "Checked baggage service charges" to determine the checked baggage allowance.  As you are not a MileagePlus Premier member, you do not qualify for baggage fee waiver. Baggage policies may vary depending on your itinerary based on the first marketing carrier. For flights operated by carriers other than United, please refer to the other airlines policies. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Lilia [redacted] Corporate Customer Care 9835557

May 19, 2016 Dear Mr. [redacted]: We are sorry to hear of your complaint filed with the Revdex.com pertaining to your mother's recent travel.  In order to properly address your mother's concerns, if we may respectfully request for you to please provide us with her travel...

details such as; traveler’s name as it appears on their ticket, flight numbers, travel dates and origin and destination cities. Mr. de [redacted], your cooperation and understanding are very much appreciated.  We look forward to hearing from you at your earliest convenience with the information that is being requested. Sincerely, [redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Mrs. [redacted]:   Thank you for your additional comments.   I understand your point of view and regret any possible misunderstanding or confusion with the reissue of your ticket.   I've reviewed your request and in order to bring this matter into an amicable conclusion. I've authorized a refund of the additional difference in fares, $380.40, which will be credited back to the original form of payment.   Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is [redacted]. If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.asp...⇄   I hope this lets you know we value your business.   Mrs. [redacted] , I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.   Kind regards,   Leyly [redacted] Corporate Customer Care Case: [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,
Timothy [redacted]

November 25, 2016Dear Mr. [redacted]:I am sorry to hear of your complaint filed with the Revdex.com regarding your unpleasant experience when traveling from Miami to Los Angeles. Please allow me to add my apologies to those already extended by my colleague Ms. [redacted] who tried to resolve...

your same concerns.  I am including a copy of their correspondences to you below so the Revdex.com may update their records with our attempt to resolve this issue.I am sorry you were unable to use the lavatory during your flight due to the seat belt signs being illuminated.  I hope that you are feeling better and that your health has since improved.  Your request for a refund is understood and has been documented but unfortunately, we do not provide a ticket refund when transportation was provided.  Also, our Corporate Insurance Department handles all personal injury claims resulting from events on board a United Airlines flight or on other United property.  In turn, I have forwarded your Revdex.com complaint to them for appropriate handing.  A Representative will contact you directly as soon as possible.  Meanwhile your patience is very much appreciated.Mr. [redacted], we truly value your business.  I hope your next experience will warrant a much more favorable report.Sincerely,  [redacted]United Airlines Corporate Customer CareRef # [redacted]--- Original Message --- November 19, 2016Dear Mr. [redacted]:I am sorry to hear of your experience.Our flight attendants have a legal liability to follow the rules of the federal regulations board. When a seat belt sign is on and they allow a passenger to get up and use the restroom and something happens to the passenger, we as a company are held responsible. Our flight crew, for the safety of the passenger and the other passengers will do everything possible to follow the rules.I am sorry that you did not have a pleasant experience. I hope your next flight on United is smooth and we get the chance to deliver the great customer service we would like to be known for.Regards,[redacted]Customer Carecase [redacted]--- Original Message --- November 19, 2016Dear Mr. [redacted]: I am sorry that you feel your concerns are not being addressed. Please know that Customer Care reports every concern our passengers write to us about. Your report is reviewed by Senior Management so that they can understand how our passengers feel. Mr. [redacted], we know that we can never undo what happened, but we can send your feedback to our management team to help us improve. Will safety policies change? Probably not, but know that your feedback is never dismissed. Regards, [redacted]Customer Care--- Original Message --- November 19, 2016Dear Mr. [redacted]: I respect any decision you feel you must make. United Airlines followed the safety policies on board. You may file your concerns with the Revdex.com and it will be addressed to our Executive team. Customer Care can no longer respond. Regards, [redacted]Customer Care

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]

Dear Mr. [redacted]: Your complaint to the Revdex.com was referred to United Airlines Corporate Customer Care. I appreciate this opportunity to respond. I'm very sorry for the disruptions to your travel plans when you were scheduled to travel from Las Vegas to Austin on Sept. 9...

returning on Sept. 13. Unfortunately, Hurricane Harvey and tropical disturbances in the Mexican Gulf area caused numerous cancellations and flight disruptions for several days. A review of your ticket shows that although it was booked in First Class, it is still a restricted fare which is non-refundable with penalties for changes. It is regretted that you were not advised of the fare rules prior to purchase. More importantly, since you purchased it through [redacted], they are still holding the funds for your ticket. United has not been paid for them, and will not be until you travel. This is standard procedure when tickets are purchased through third parties. Therefore I must ask you to contact [redacted] to refund your unused ticket.   If you wish to re-schedule your ticket for another time, you will still have to go through [redacted] as it is a completely unused ticket and under their control. Your understanding and cooperation is appreciated.   We hope that you will continue to fly with us, and we look forward to welcoming you aboard another United Airlines flight in the near future, as we consider it a privilege to have you aboard.   Regards,   Ms. Avi [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here...

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,
Tricia [redacted]

Dear Mr. [redacted]:I am responding to your communication submitted to the Revdex.com.I'm sorry for the circumstances you have described about your recent travel experience and appreciate the opportunity to address your concerns. It may be helpful to know United Airlines does not make all...

seats on a flight available for advanced assignment. We do have a procedure in place at the airport that will assist those of our customers who either do not have a pre-assigned seat or would like to have their seat assignment changed. Also, to help ensure our customers make it through the security process and board the aircraft in enough time, we have established lobby cut-off times. When traveling domestically and checking in bags, usually the cut-off time is 45 minutes prior to departure time. We aim to provide excellent service to all of our customers, and we hope that you understand our policy is intended to help fulfill this objective.  For more information about our check-in times, please visit united.com; the link is provided below:        https://www.united.com/web/en-US/content/travel/airport/process/default.aspxWhen a passenger checks in late, airport personnel will do their best to accommodate him or her on the next available flight. Sometimes this involves a longer wait than expected, and we can appreciate when customers decide to make their own arrangements; however we do not reimburse for the additional expense. I regret we were unable to accommodate you on the next flight and for the issues you encountered with your bag when you made the decision to book an [redacted] Airlines flight. Mr. [redacted], I do realize how frustrating experience must have been. Although we are unable to fulfill your specific request, we will issue a $200 travel certificate to help off-set the value of  the unused portion of your ticket. The electronic voucher will be delivered separately via email within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. We have also submitted a refund request for the $25 bag fee you incurred on May 10th. Please allow approximately 5 business days for processing. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. I'm hopeful you next trip with us will be the seamless experience you deserve.  Regards,Julie [redacted]Corporate Customer Care Case ID: [redacted]

Dear Mrs. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize for any inconvenience you, your husband, and daughter experienced as a result of the schedule change which impacted your itineraries. I know that when you book a...

flight, you anticipate it being on schedule and make arrangements accordingly so I do understand your frustration. Please understand that United’s flight schedules are subject to change due to several factors such as equipment changes, weather challenges or any number of operational issues. Because of this, we do not compensate customers for inconveniences resulting from these changes.  While ticket refunds do not apply, I know you received two travel certificates as a gesture of our concern, and I am providing you with an additional travel certificate which will allow you to apply all three certificates toward future United ticket purchases for yourself, your husband, and daughter.  You will receive the electronic travel certificate via email within at least 24 hours.       When we need to change our flight schedule for any reason, we do our best to contact our customers using the contact information from their reservation records.  I have informed the team responsible for the notification program about your experience so that we can ensure that our customers receive the travel information they need in a timely fashion, as well. Thank you for your support as a MileagePlus member, Mrs. [redacted].  We look forward to continue serving your and your family’s travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Complaint: [redacted]
I am rejecting this response because: There is no reason why you can't credit the voucher back in cash for $300. I do not want to take United in the future and I don't believe I should be locked in to having to fly with your airline. Furthermore, I don't appreciate the email stating that I should build more time into travels. Your company should build in time to ensure that aircraft is in operating and safe conditions, especially given the fact that the plane arrived the night before and should have been prepared for a first fight out. 
Sincerely,
[redacted]

June 13, 2017 Dear Mrs. [redacted]: The Revdex.com has sent your response to my attention. I, again, apologize for any miscommunication you may have received. However, it is important that our customers verify current document requirements with the nearest consulates of the countries you are visiting and departing from.   While your frustration is understood, we aren’t able to honor your request of a refund. There was not a separate ticket purchased, rather a difference in fare. In understanding of the situation, because we aren’t able to offer a refund of the difference in fare, the travel certificates were offered.    I apologize for any misunderstanding and I'll make sure to report your feedback. Thank you for your understanding.   Kind Regards,   Judy [redacted] Corporate Customer Care Case [redacted]

Dear Ms. [redacted] I am responding to your concern forwarded to the Revdex.com. I am truly sorry for the upsetting experience you've had with us. From what you describe, we have failed to provide you with the highest level of customer service. I'll forward your feedback so we...

can improve. I've taken another look at your situation and would like to make things right. While we generally do not offer a refund for baggage fees when your bag is delayed, given your circumstances, I have made an exception. Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is [redacted]. If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.asp...⇄ addition, I have issued a $100 Electronic Travel Certificate which will come in a separate email. Please use the certificate and give us the opportunity to regain your confidence and support. We will do our utmost to make your future contacts with United satisfactory in every respect.  With kindest regards, Laurie [redacted]Corporate Customer CareCase:  [redacted]

Dear Mr. [redacted]: I am sorry you did not get your travel certificate as promised.   The certificate went to [redacted][email protected], please check your junk and spam folder as the email comes from a generalized email address.   I will resend them to that email address.   Thank you for flying the friendly skies.   Regards,   Ms. [redacted] Corporate Customer Care [redacted]

December 6, 2016Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention.I understand you feel the service received during your travel with us was not reflective of our typical high standards. I appreciate you taking the time to provide us the details and...

letting us know things weren’t right. I can see how any the combination of events would affect your overall travel experience and I am so very sorry we missed the mark this time. I see that you have filed several reports with our Baggage Resolution Center (BRC), the pilferage claim being, [redacted]. All baggage concerns are handled directly by the BRC, and I do see they have created this claim and you have been advised of the procedures. Although we can’t change this experience, we will definitely work to correct it. While I understand your disappointment, we are unable to honor your specific request of compensation. To help make things right, I have sent both you and Mr. [redacted] a $200 Electronic Travel Certificate, which will arrive in a few days. We are looking forward to you using the certificates, allowing us the opportunity to provide the best possible service you have come to expect and certainly deserve. In addition, I have requested a refund of the checked baggage fees you paid. The reference numbers for that are [redacted] and [redacted]. You may view the status of the requests on our website.Your business as a MileagePlus member is greatly appreciated. We hope to have the privilege of serving your future travel needs. Kind Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:   I am responding to your complaint to the Revdex.com. I’m sorry you were disappointed with the service you received when you arrived in Newark to check in for your flight to Montreal on December 14, 2016. We strive to make travel for our customers as pleasant and...

seamless as possible. In your case, that didn’t happen.   According to the notes in your reservation, there was a bag fee charged for an overweight bag. The agent allowed you to transfer items into another bag, and although it was still overweight, as a gesture of goodwill she refunded the fee. The refund was processed on December 14, 2016. The additional time spent was trying to add your Frankfurt flight in as you had separate reservations and tickets for those flights. Please know for future travel, bags are only checked as far as your current ticket is issued for. If you purchase your tickets separately, you will be required to claim your bags and re-check them with the other airline. This is now an industry-wide policy and changed a couple of years ago.   In regards to the agent not offering assistance while you were standing during the time that she assisted you, please understand that you are the best judge of how you feel and what assistance you need. We want to provide excellent service, but you need to advise us what that is. Although you did indeed have wheelchair assistance requested in your reservation, as Newark was your departure city, you need to self-identify when you would like that wheelchair. Standing at the counter would have been the time to ask for this. The agent would have called our vendor and had an attendant and chair dispatched out for you. I am sorry that your expectations were not met.   We’re committed to ensuring all our customers have access to the same services. Each airport has trained agents (Complaint Resolution Officials, CRO) who are available upon request to resolve service issues for customers with disabilities. In the future, please ask for a CRO if you need assistance.   • Prior to travel, you can view information on united.com > Travel information > Special travel needs. • You can also contact a CRO 24/7 at (800) [redacted]-[redacted].   Mr. [redacted], I assure you that it is never our intent to inconvenience our valued customers or to cause them distress of any kind. As part of our apology for the totality of your concerns, I will be sending each of you an electronic travel certificate for $100 valid towards your next United Airlines purchase. I hope these are accepted in the spirit intended; as a tangible means of United acknowledging your disappointment in regards to this matter. You should receive these via a separate e-mail in the next 24-48 hours.   Despite this negative experience, we appreciate your loyalty as MileagePlus members and we look forward to serving you better the next time you fly on United.   Regards,   [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case ID #[redacted]