United Airlines

Dear Ms. [redacted]: I understand you have questions and concerns about your confirmation with the [redacted] Travel Insurance protection program.   I'd like to help; however, while they're our partners in travel, all inquiries specific to their services need to be directed to them for accurate and complete attention. I'm sorry we're unable to assist you with your request. We're always happy to assist with your United travel arrangements.   We look forward to having you aboard our United flight soon. Regards, Candance [redacted]Corporate Customer CareCases [redacted] & [redacted]

August 4, 2017 Dear Ms. [redacted]: I am responding to a correspondence received from the Revdex.com. First and 1816 from Chicago, IL (O’Hare-ORD) to New York/Newark, NJ airport. We didn't deliver the comfortable travel experience we're committed to providing. Please accept my sincerest...

apologies for not meeting your expectations or our goals. To apologize for your inconvenience and to regain your trust, I'm sending you a $100.00 Electronic Travel Certificate that will arrive separately within the next five business days. I hope you will give us a chance to give you a more positive travel experience.   On another note, when a customer reports a service failure we take your concerns seriously. We know our staff has the training and ability to do a far better job than your comments indicate and I apologize for your experience. It is our intent to employ people that have the qualities to provide excellent customer service at all times. Your comments have been forwarded to the appropriate airport management team at the Chicago, IL (O’Hare-ORD) airport for review.   Thank you for the opportunity to apologize and register your complaint for future improvements. Ms. [redacted], I appreciate you chose United for your travel and I truly hope your next trip delivers the seamless customer experience you deserve. Regards, Mrs. Elizabeth [redacted] Corporate Customer Care United Airlines Revdex.com: Complaint ID:  [redacted] UAL: [redacted]

Dear Mr. [redacted]:   I'm sorry you were disappointed with our employee's service.   I can only imagine how you felt. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas. We want to be a reliable airline that's earned your respect. The...

honest feedback helps us meet that goal. Once again, I apologize we let you down.   In review of your ticket you had purchased a basic economy ticket which only allow for one small carryon. Our gate agent was following the fare rules of the ticket that you purchased; I regret the application of the policy was not done with dignity and respect.   Here is a link to the type of ticket you purchased and the rules regarding baggage: https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx   I regret the bag fee you paid was valid per the fare you purchased.     Your business and loyalty is appreciated. I hope you will give us another chance to give you a more positive experience.   Regards,   Mrs. [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.
Thank you for sharing my concerns with the them I look forward to the follow-up from them about reinstating the miles. She said she would work on that which is what we were asking for. Thank you.. 
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 because no matter what they won't do anything to correct their wrong.
Sincerely,
Sarah [redacted]

Complaint: [redacted]
I am rejecting this response because:    United Airlines still seems to think that they have done nothing but "good gestures." Mind you, this "good gesture" was never even followed through with by Mae [redacted] until I let the Revdex.com know, "The voucher United Airlines and I agreed upon was never sent in the 3-5 business days it was supposed to be sent- it was never sent at all (this being 8-9 days after accepting the agreement.)" Had I not said anything, her "good gesture" would have never happened. I have found numerous complaints against United Airlines from people in SIMILIAR situations with Mae [redacted] and it seems that United is never wrong or at fault for any reason. I sat on a plane for 9 hours starving because your airline wouldn't take my cash? No one even tried to help me with that issue- that's honestly appalling. Mae [redacted], why don't you go sit on a plane for 9 hours hungry and then tell me if your outlook on things are any different. I don't want to ever fly United Airlines ever again because of that experience and because of how this complaint has been handled by Mae [redacted]. I want my ticket refunded and baggage fees refunded, you can then take the miles I earned starving on Uniteds plane and that's it. I truly do not want to have any ties or relationship with United Airlines ever again. Big corporations think they rule the world, you do realize your business is "alive" because of all the little people beneath you right? Let's see how [redacted] or [redacted] feels about this story.
Sincerely,
[redacted]

Complaint: 11239178
I am rejecting this response because:
Sincerely,
Gina [redacted]

Dear Mr. [redacted] Your latest correspondence with the Revdex.com has been forwarded to my attention for review.  Please accept my apologies for the error message you received when attempting to check on your refund status. We realize that at times we are not doing as well as we should be in serving our customers. You should be able to rely on us to provide you with a web site that is in good working condition. Your candid feedback is appreciated as this allows us to monitor our products and services and share your comments with management responsible for our website.  Our records indicate a full refund of $501.20 has been issued back to the credit card ending in #1860. While I can't undo the frustrating circumstances you experienced, I am sending an electronic travel certificate in a separate email which will arrive in 2-3 days as a gesture of our concern.  I hope you are able to use it and give us an opportunity to provide the service you expect and deserve from United Airlines.   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, [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. Rodman-[redacted]: We received your letter through the Revdex.com, with reference to case [redacted]. I regret the possible confusion in regard to the fare rules governing your ticket. I empathize with your logic and appreciate the opportunity to explain on several points the...

challenges involved in your request. The ticket purchased was a non-refundable ticket.  Any changes made to a non-refundable ticket requires an applicable change fee plus any additional fare if applicable. A change in how the ticket is routed is a change to the ticket; this ticket carries a $200 change fee per person for any changes. Understandably, with air travel so expansive and the number of travelers each hour traveling all major airlines rely on automated systems to track customer reservations. If you do not show up for your return out of Madison, the computer will assume you are a No Show for your overall flight and do not then need your Chicago to Los Angeles ticket as well and automatically cancel it. Fares are structured differently based upon many factors, in particular routing.  It is sometimes less expensive to purchase a connection flight, than it is to purchase a non-stop flight.  The connecting flights are bundled deal (to use modern language).  To try to drop off either of the connections breaks the rules(criteria) of the fare. Our website advises the fare rules at the time of booking and prompts the passenger to read and acknowledge the understanding of the fare rules by selecting the “I accept” button on the information screen.  This must be acknowledged prior to continuing through the booking process. The change fee information is provided at time of booking and would be included in your E-ticket invoice. I hope I have explained this in a understandable manner. If you wish to make a change to the ticket I will be happy to compromise and document to waive the $200 change fee per person; however, any additional fare will apply at the current fare for what the ticket would sell for at the day of the change.  It may be a good idea to reprice any wanted change after your flight today, October 16, as once the outbound flight is flown, you may be able to get a better price for the one-way return. Thank you again for contacting us and I hope this information was helpful.  We appreciate your choosing United Airlines and look forward to welcoming you onboard for your return.   Best regards,   Suzanne [redacted] United Airlines Corporate Customer Care

Complaint: [redacted]
I am rejecting this response because:June 19, 2017 PASSENGER: [redacted]/[redacted] TICKET(S): [redacted] REQUEST ID:[redacted] Dear [redacted]: We're sorry your travel plans changed. While we can certainly understand your concerns, the Basic Economy fares are non-exchangeable and non-refundable. We regret our inability to assist you in this instance. Thank you for choosing United Airlines. Sincerely, United Refunds Check Refund Status FAX: ###-###-#### On June 15, 2017, I filed a complaint about not having a refund honored because of an involuntary schedule change. The schedule change would have inconvenienced me to where I would not have been able to possibly make the flight change time. Without the schedule change, my travel time the airport would have been 2 hours, without the consideration of traffic. The agents repeatedly have told me United is sorry that my travel plans changed and that because I purchased a basic economy fare my refund will be non-exchangeable or non-refundable. Very incorrect. I did not change my travel plans. Per the previous complaint, an agent mentioned that a refund was in process and the issue was resolved. I need to know will I get my refund or not? Also, the flight with the issue has disappeared from my reservation view list.
Sincerely,
Efosa [redacted]

Complaint: [redacted]
I am rejecting this response because:That's incorrect. I called my credit card company and they confirmed the amount was not refunded. There are actually two transactions and refunds needed and both were not refunded (both credit card companies confirmed there is no refund).I've already complained to Revdex.com about this. Either your company is very disorganized or you're taking advantage of customers who don't check their statements for refunds. I'm sure this isn't the first time.
Sincerely,
[redacted]

Dear  Mr.  [redacted]   We received your letter from the Revdex.com.  I am sorry to learn of your experience with the TSA at Phoenix Airport on January 16, 2016; which caused you to miss your scheduled flight.  I also want to apologize for the delay in...

acknowledging your concerns and request.   Unfortunately, I am unable to view your ticket information based on the ticket number ([redacted] you provided.  So I may further review your request, please reply with the following information:   Confirmation number Ticket number (note…Ticket numbers can also be found on credit card statements.  Ticket numbers will begin with 016 and will contain 13 to 14 digits) Orginal flight numbers Travel Dates Origin / Destination   I look forward to your reply and the information needed to review your request.                                          ...⇄   Regards ,   [redacted] Corporate Customer Care Case ID – [redacted]

Dear Mr. [redacted]We have been notified by the RevDex.com regarding your complaint.Thank you for your continued interest in the
ticket you purchased under confirmation code [redacted].  I regret our
response was not as you expected with regards to your request for a $1,000.90...

refund
of your ticket .  I understand you were
hoping that the fare you were originally quoted online could be confirmed.  Unfortunately, [redacted] Airlines could not
confirm one of your ticket segments and the same fare was no longer available at
the time you purchased your ticket.  Our
records indicate you were appropriately charged the current fare level for your
itinerary, which included flights on other airlines.I am sorry for any misinformation you received
from our telephone agent about honoring fares quoted prior to the purchase of
your ticket.[redacted], our decision remains unchanged, in
that we are unable to provide further compensation above the $200 electronic
travel certificate you have already received as a customer service gesture. 
It is my hope that you can understand that we do not guarantee fares until they
are purchased.   Thank you for allowing me the opportunity to again
respond to your request in this matter.We appreciate your business and hope you choose
United Airlines whenever your travel plans permit.Regards,[redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:   I am so sorry you did not receive the notification of the pending expiration of your miles.   I spoke to the MileagePlus Service Center this morning on your behalf, and we will restore the expired miles and waive any fees as a one-time courtesy. Please allow up to five...

business days for the miles to reflect in your account.   Please visit united.com, to explore the many ways you can keep your miles active. Some of my friends use 500 miles once every 18 months to buy magazines, I have a separate credit card attached to my account, so when I eat out as eligible restaurants I earn miles.   Thank you for your loyalty as part of the United family for over 20 years. I am glad we could reciprocate your loyalty. We hope future travel with us earns a positive review and hope you will continue to select United as your carrier of choice. Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Ms. [redacted]:   I regret you were unable to come to an amicable resolution concerning your account. Unfortunately, the matter can only be resolved with Corporate Security, as they are the only department that can re-instate the mileage plus account.    I hope you do not feel that our position demonstrates a lack of understanding of your situation, because that certainly is not the case. I empathize that you are disappointed with the response provided and understand if you must move forward how you see fit for a satisfactory resolution. We respect your position and ask that you understand ours.   Regards,
[redacted] Sams 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,
[redacted]

Dear Mr. [redacted]:Please accept our sincerest apologies for your frustrating travel experience and the inconveniences you have expressed. United's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time service. We are truly sorry we did not live up to...

that expectation. Our Reservations department has reissued your ticket, and waived the change fee and any fare difference. Please contact our Reservations department at: (800) 864-8331 as soon as possible to verify and confirm all flights, United's reservation number is: [redacted].Your departure date from Copenhagen is July 22 on flight 9275 operated by Lufthansa, departing at 2:45PM. Please arrive at the airport at least 3 hours prior to departure and check in with Lufthansa; Lufthansa's reservation number is: ZAWPWP. We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support. We look forward to serving you again soon.Regards, James [redacted]Corporate Customer CareCase: 10648381

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,
Bryshawna [redacted]

Dear Mr[redacted]   I am sorry your refund was denied without explanation from our refund department.   According to our records you were late checking in for your flight and were rebooked on a connection flight via Newark, NJ. The flight from Chicago to Newark was in coach but the flight...

from Newark to Cancun was in first class therefore you used the upgrade and no refund would be due.   I am sorry for any confusion about the refund.   Thank you for flying the friendly skies.   Regards,   Cindy [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]:   Thank you for speaking with me.   The compensation you refer to is called Denied Boarding Compensation. When it looks like more passengers than anticipated will check in, we will solicit volunteers to accept alternate transportation. Before departure time, our...

boarding agent will determine if we have been able to get enough volunteers. Most often we do, but when we still have more customers than seats, we may have to deny boarding to additional passengers based in part on check-in time and seat assignment status.   Entitlement to cash compensation applies only when you decline our request to volunteer your seat and are not accommodated on the flight. If we must substitute the scheduled aircraft with a smaller plane, there is no entitlement to cash compensation, but we may provide goodwill compensation.     Mr. [redacted], based on your email and what you explained to me over the phone. You feel you are entitled to denied boarding compensation because we did not allow you on the plane because you did not have all the documents we require for your pet to travel with you to Canada.    Denied boarding compensation is not applicable in this situation because our flight was not oversold, you were not allowed to board because of documentation we require for transport of your pet. Please review our contract of carriage on our website at united.com; rule 25 deals with denied boarding compensation.   Even though you are not entitled to compensation for this issue, I have sent you a $600 electronic travel certificate as a gesture of goodwill; I hope you will accept it in the spirit to which it was given.   We appreciate your business as a Premier 1K MileagePlus member and look forward to welcoming you on board a future United Airlines flight. Regards, [redacted] Corporate Customer Care [redacted]