United Airlines

Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to the attention of United Airlines.I'm sorry to read about your flight delay and the inconvenience you experienced. Please know I have researched your comments and your ticket shows used. Since there is no value left on...

the ticket, I won't be able to offer a refund.  I can only imagine how this flight delay affected your plans. I'm sending you an additional $150 Electronic Travel Certificate, which should arrive via email in the next few days. I'll also send on your feedback, so we can review our processes.  There are times when maintenance or other issues impact safety. We make sure these are resolved before we depart. We're working hard to improve our recovery in these situations and provide the customer experience you deserve.  Thank you for choosing United. We look forward to welcoming you aboard another flight soon.     Regards, Jacqueline [redacted]Corporate customer CareCase -- [redacted]

Initial Business Response /* (1000, 5, 2015/09/22) */
Dear Mr.[redacted]
I am responding to your complaint filed with the Revdex.com.
We are committed to providing excellent customer service and will make every effort to address your concerns. However, the information...

submitted is not enough for me to launch an investigation regarding your concern. Therefore, please provide the following:
Passenger [redacted] (including your wife's name)
Frequent flyer number (s) (if available):
Flight Numbers:
Flight Dates:
** Most importantly, please provide me with all of the ticket numbers. I including the ticket numbers which your wife received when she booked your flights in June. In addition, I will need the ticket number for the new ticket you purchased to travel home. These numbers can be located on your credit card statements. They will begin with "016".
Once we receive the requested information we will be happy to respond appropriately.
Mr. [redacted], we appreciate your patience as we work to resolve this matter. It is a pleasure to serve you.
Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Wife is [redacted] and I am [redacted] this begin when WE left Jacksonville, Fla on 09/17 ticket number XXXXXXXXXXXXX - mines XXXXXXXXXXXXX we had seat 11/d and 11/c flight ua3581 jax-ewr left 11:35 arrival 1:59 Newark, NJ return Mon Sept 21 on flight ua5140 Ewr-Jax leave 9:14 PM arrive 11:35 her confirmation number is BBS611 mines was DKV6RP her ticket if any more information is needed feel free to contract me
Final Business Response /* (4000, 14, 2015/10/07) */
Dear Mr.[redacted]
I am responding to your reply forwarded to the Revdex.com.
We have provided a thorough investigation of your complaint. Our findings conclude proper procedures were taken by United Airlines. I am sorry for any misunderstanding which may have taken place.
Therefore, despite our best efforts, I regret we are not able to provide you with the resolution which you are seeking.
The $100.00 Travel Certificate that I issued was a gesture of goodwill. We hope you will use the certificate and give us the opportunity to serve you again.
With Kindest Regards,

[redacted]
Corporate Customer Care
Case: XXXXXXX
Final Consumer Response /* (2000, 17, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Ms. [redacted]:
The Revdex.com has shared your message with United Airlines Customer Care Department. In order to address your concerns, we ask that you provide us with additional information such as your 13-digit ticket number beginning with the numbers 016, your MileagePlus account...

number (provided you maintain a MileagePlus account number), your reservation record number, and the receipt number for the Economy Plus seat purchase, as well as your ticketed travel date and flight number.
Thank you for your cooperation. We look forward to your reply.
Sincerely,
Suzanne [redacted]
Corporate Customer Care
United Airlines Case ID 9637649

Dear Ms. [redacted]:I am very sorry to hear you were overcharged for your ticket and received poor service.   If you could please fill out the below areas and, I'll look into it. This information is on your receipt:     • Frequent flyer number (if available): • Flight number: •...

Flight date: • Ticket numbers: • Confirmation number: • Approximate departure time: • Flight from: • Flight to:    I appreciate that you chose United and look forward to helping you soon. Once I receive the information, I will be happy to waive the change fee for you. Kind regards, Patricia [redacted]Corporate Customer Care Case 10883294

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns.  While we realize that it can be difficult to cover all the bases, please understand that it is the traveler's...

responsibility to know all current requirements and have the applicable valid documents for each country he or she will be traveling to or through. United's website does reflect this information; we have provided the URL for your convenience:  https://www.united.com/web/en-US/content/travel/destination/international/passpo...⇄ For future international travel, please be sure to verify current document requirements with the consulates of the countries to be visited. A good source for all visa requirements is the U.S. State Department's site at www.travel.state.gov. Mr. [redacted], we encourage customers to make any needed itinerary or ticket changes; however, it is important to note that there are additional costs entailed in changing a ticket.  When a ticket is exchanged, the passenger will be charged the fare in effect at the time the new ticket is purchased and a change fee.  In this instance, your and Ms. [redacted]’s tickets do reflect that you changed your travel dates from May 27, 2016 to a departure date of October 27, 2016, and the itinerary was changed from Dallas/Houston/Rio to Dallas/Houston/Belize.  The $300 change fee per ticket for these changes was waived as an exception. Lastly, we apologize for the negative impression you received from our Reservations representatives.  We know that you already contacted the Customer Care Department on May 28, 2016, to share your experience with us, and we would like to reassure you that your feedback has been directed to our Reservations management for their information and internal use. While we cannot undo the circumstances you experienced, we would like to credit your MileagePlus account with 5,000 MileagePlus miles which are valid for future award travel, as a gesture of our concern.  Please allow at least 5 business days for the miles to be posted to your MileagePlus account.  In the meantime, your patience is appreciated. We appreciate your sacrifice and service to our country, and your support as a MileagePlus member, Mr. [redacted].  We look forward to continue serving your and your family’s travel needs. Sincerely, [redacted]Corporate Customer Care United Airlines Case ID [redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
Dear[redacted]
We are committed to providing excellent customer service and will make every effort to address your concerns.
To facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your...

request.
Passenger [redacted] (s):
Frequent flyer number (if available):
Flight Number:
Flight Date:
Ticket Numbers:
Approximate Departure Time:
Origin:
Destination:
We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
Regards,

[redacted]
Corporate Customer Care
XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr. [redacted]:     The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding inflight purchase receipts.   In order to obtain your inflight purchase receipts, you...

must submit your requests online.  You can now view and print your onboard receipts from united.com.  Please be sure to select "Inflight Services" from the Travel Information tab and then click on "View and print receipts for inflight services."  Note that it may take 2-3 business days after the flight date for receipts to become available.  Receipts will only be available for six months after the flight date.  We are sorry for any inconvenience you have experienced.  We do hope this information helps to explain the process. Thank you for your support as a MileagePlus member, Mr. [redacted].  We look forward to continue serving your travel needs in 2016. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID 9979740

Dear Mr. [redacted]:   I'm sorry you're disappointed with our ticket rules. I understand your point of view and would like to share some insight on our website.   When you look for flights then choose a flight and go to the summery screen. Below all the flight details and pricing information in the boxes there are some words that say to view the fare rules and restrictions. Once you click the blue writing for the fare rules it will then take you to the fare rules and you can then review all the rules before purchase.   I regret if you were not able to view the rules prior to purchase; once you decide to purchase the ticket you are then prompted to accept these rules and purchase. Once purchased you have accepted all rules whether you have read them or not.   Mr. [redacted], as you are a valued customer and now that you are aware of the rules of your ticket and how to find them in the future on our website. I am sorry for what happened however no refund is due. I hope you will accept the electronic travel certificate in the spirit to which it was given to you in goodwill to bring this matter to an amicable closure.   We appreciate your continued support and look forward to welcoming you on board a future United Airlines flight. With kindest regards,   [redacted] Corporate Customer Care [redacted]

Dear Ms. [redacted]:   Our Reservations and airport employees receive training in international travel documentation requirements, and they have resources to which they may refer should they need additional assistance. All of our employees are encouraged to provide accurate travel document...

advice; however, the traveler is ultimately responsible for traveling with proper documentation. United Airlines obtains entry requirement information from [redacted], the recognized global provider of visa, passport, and health documentation for international travel. [redacted] personnel in Amsterdam can only update the [redacted] database with the information provided by the immigration authorities. Entry requirements for each individual country are varied and ever-changing. Because airlines and travel agencies cannot guarantee the information provided by [redacted], passengers are responsible for contacting the appropriate consulate, embassy and immigration department for the destination country for specific entry requirements. Our Contract of Carriage addresses this in Rule 19: A) Each passenger desiring transportation across any international boundary is responsible for obtaining all necessary travel documents and for complying with the laws of each country flown from, through or into which he/she desires transportation. The passenger will pay or reimburse each carrier for any loss, damage, or expense suffered or incurred by such carrier by reason of such passenger’s failure to do so. United Airlines is not liable for any assistance or information provided by any agent/employee of United Airlines to any passenger resulting from his/her failure to obtain such documents or to comply with such laws. Our Contract of Carriage is located on our website: www.united.com.   I regret we are unable to provide a refund of you or [redacted] ticket as transportation was provided and the tickets are used.     We look forward to welcoming you on board a future United Airlines flight.     Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Complaint: [redacted]In past travel on United, upgrade confirmation was provided immediately - why is this trip different?  We also, at the time of booking, indicated that we could travel any day in the month of April - is United saying that there is not a single flight from Denver to Rome in the entire month of April that can be confirmed upgraded?
Sincerely,
James [redacted]

Dear Mr. [redacted]:   I am sorry you are not happy with my response. I regret you were not aware of the fare rules to your basic economy ticket, which you are only allowed one small carryon. Your email clearly expresses your disappointment in your recent travel experience, and I would like to extend a sincere apology for any negative impression that may have been created.  I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously. Please be assured your comments have been documented in a report for senior management.   I am sorry we cannot offer a refund of your bag fee as the fee is valid. With that said, I will extend a $50 electronic travel certificate all of your traveling party, which will arrive in a few days.   I do understand the value of your decision to fly with us and assure you we will make every effort to leave you with a better impression when we again have the privilege of serving you. I ask that you accept my apology and allow us that opportunity.   Regards, Cindy [redacted] Corporate Customer Care Tell us why here...

Dear [redacted]:   I realize how difficult it must have been when you were informed you would not have access to your luggage.   Our Airport Representative will make every effort to accommodate you and your luggage on the next available flight.      ...

I do note our baggage department has previously issued you a $100 electronic travel certificate for the inconvenience.  Please know, you are a valued Premier Silver Mileage Plus member and we are grateful for your business. My apology cannot erase your experience, but please know we take your concerns very seriously.      We appreciate your business and look forward to welcoming you on board a future United Airlines flight.       Regards,   [redacted] Corporate Customer Care Case:[redacted]     Tell us why here...

Dear Ms. [redacted]:I am responding to your communication submitted to the Revdex.com:I'm sorry for any misunderstanding regarding our weather waivers. In researching the information our records indicate United Airlines issued a winter weather waiver on December 15, 2016 for the...

following cities:ABE / ALB / AVP / BDL / BGM / BOS / BTV / BUF / BWI / DCA / EWR / HPN / IAD / ITH / JFK / LGA / MDT MHT / PHL / PVD / PWM / ROC / SCE / SYR Requirements:Ticketed Travel date(s): December 17 - 18, 2016  Permitted changes: same origin and destination onlyRescheduled travel up to/including December 21, 2016  Your roundtrip ticket ([redacted]) was confirmed for travel on December 16, 2016 from Newark to Atlanta (flight coupon USED) returning on December 19, 2016 (flight coupon UNUSED). Based on the above information, your ticket did not meet the requirements for the weather waiver, as such we are unable to fulfill your request. I'm sorry. We appreciate this opportunity to respond and look forward to welcoming you on board a future United Airlines flight. Regards,Julie [redacted]Corporate Customer CareCase ID:.[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. However, I still don't understand how I am supposed to get a fee waiver for changing the flights for the two tickets that were purchased.  Please find out from [redacted] from Customer Care, how I am to do this.  Do I have to have some documentation or something when I make the change?  I would think so.  Thank you very much.
Sincerely,
[redacted]

Dear Ms. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns.  Hurricane Harvey has caused a significant disruption to our operations, and as you may know, United has...

implemented a travel waiver as a result of Hurricane Harvey.  Currently, this travel waiver pertains to passengers ticketed to travel August 25 through September 12, 2017.  I understand from your message that your travel commences on September 21, 2017, and as such, the travel waiver does not apply toward your ticket.  Please understand that situations can change during the course of time.  It is important to check United's website periodically for updates in the future. Thank you for your business, Ms. [redacted]. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID  [redacted] Tell us why here...

Dear Mr. [redacted]:The Revdex.com has forwarded your comments to me for a response. I appreciate the opportunity to respond. Unfortunately, your communication does not contain any information that would assist me in researching your claim. So that I may address your concerns, please provide...

me with ticket and/or certificate number. When and where the certificate was issued. Once I have the information, I will respond accordingly.Thank you for writing to us. We look forward to hearing from you. Best Regards,   Maria [redacted] Corporate Customer CareezCare Case: [redacted]

Dear Ms. Oliveira:I'm very sorry for the all the issues that took place once you disputed the charge that would make your ticket unavailable. You mentioned that the charge that you showed was different from what the reservation agent said that you were charged. The charge that the reservation agent said was not charged by United was the charge that you were told you should dispute not the charge for your actual reservation.Since your disputed chargeback was approved by your bank and you are also requesting a refund for the ticket that you purchased on the day of travel when you realized that your ticket was no longer available.Since you did travel I am not able to refund you for both tickets since one has been, but I can provide you with a $800 travel certificate as a goodwill gesture that will be emailed to you in a few days.I am very sorry for the misunderstanding that took place with your reservation. Please remember that if you dispute a charge then your ticket is no longer valid and in this case that was not what you wanted to do.Again I am very sorry for the misunderstanding.We appreciate your business.Regards, Lisa VentersCorporate Customer CareCase# [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and I apologize for the flight cancellation you experienced.  I am grateful for your letting us know about the manner in which this cancellation was handled, and I have...

included your comments in a report to our Reservations team.  Your fiancée, Ms. Kellie [redacted], also contacted the Revdex.com, and Ms. [redacted]’s concerns were addressed in Revdex.com Complaint number [redacted], as well.     If a flight cancellation prevents a passenger from traveling as scheduled, our airport agents or Reservations representatives will help to arrange alternate transportation for the passenger on the next available United or United Express flight.  Sometimes this involves a longer wait than expected, and we understand if a passenger makes alternate arrangements on his/her own.  In the event that a passenger purchases a ticket for travel with another airline, United Refunds would issue a ticket refund for the unused flight segment of the United ticket.  Please understand that United does not provide complimentary hotel accommodations nor do we provide reimbursement for flight delays or cancellations which are beyond our control or absorb the cost of alternate travel arrangements a passenger arranges on his/her own.  Our ticket records do reflect that you received a refund of the unused portion of your United ticket (Flight [redacted], Newark/Atlanta, December 17, 2017), and you received an electronic travel certificate as a goodwill gesture.  I do hope you will apply the travel certificate toward a future ticket purchase with United.     We look forward to providing you and Ms. [redacted] with a more positive travel experience. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Hello, we have responded to the customer with an apology, soft education about the wheelchair assistance and gate pass, and issued a goodwill compensation. Thanks, Tatricia [redacted]

Dear Mr. [redacted]:Direct customer feedback about our products and services is so important in helping us to improve.I would like to extend a sincere apology for not delivering better service.We understand your disappointment and take your concerns very seriously. In an ongoing effort to make...

service improvements your comments have been documented for internal review; we are committed to providing you a positive travel experience.Recorded phone calls are proprietary, for training purposes only, and are not released to the public.Your request for an adjustment in fare due to a processing error is appreciated, however we must respectfully deny your request as fares are not guaranteed until ticketed. However, it is never our intent to inconvenience our passengers, and I regret your expectations were not met. We are sending an electronic travel certificate in a separate email as a gesture of our concern. Please allow up to 7 business days for processing.According to the information on the website you provided, the exempt charges include:* U.S. Customs Fee* U.S. Immigration and Naturalization Fee* U.S. Animal and Plant Health Inspection Service Fee (on International tickets only)Our Rates Desk has confirmed none of these fees were charged to your tickets and the fees that were charged are not exempt. Therefore no refund is due as you were appropriately charged.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support.  Thank you for being a MileagePlus member and we look forward to serving you again soon.Regards, [redacted] [redacted]Corporate Customer CareCase: [redacted]