United Airlines

Dear Mr. [redacted]: I'm disappointed to read about your delayed luggage and experiences with our representatives.   What you described isn't our commitment to providing exceptional customer service. You should expect our employees to treat you with dignity and respect, maintaining friendly,...

professional service at all times. We expect the same from our representatives, as its part of our culture. I'm sorry we didn't deliver that to you during your communication with our Baggage Resolution Center. There's never an excuse for what you described. I assure you that your comments are taken seriously and will help us address the issue as we review this with the employees.   I have contacted our Baggage Resolution Center team on your behalf and they confirmed that your draft check should arrive within the next 5-7 business days and an electronic travel certificate has been issued to you and should arrive within the next few days by email. We appreciate your business as a MileagePlus member and you chose United for your travel.  I hope you will be able to give us the chance to serve you again in the future. On behalf of United, we look forward to regaining your trust and welcoming you aboard your next flight.  Regards,Candance [redacted]Corporate Customer Care Case:  [redacted]

Dear Ms. [redacted]:We regret to hear of the inconveniences you have expressed.The ticket you included with your complaint: [redacted] is not a United ticket and we do not refund other airlines tickets. If this is not the correct ticket number and have a United 13 digit ticket that starts with 016 we...

can investigate the matter further. It you do not have a ticket that starts with 016, please refer your inquiries back to [redacted] for further assistance.We appreciate this opportunity to respond to your concerns and we look forward to serving you again.Regards,   James [redacted] Corporate Customer CareCase: 10761139

July 29, 2017   Dear Ms. [redacted]:   The Revdex.com has forwarded your correspondence to our attention. I'm sorry your travel was interrupted by severe weather conditions.   I can certainly understand how upsetting this was as it disrupted your travel plans. Keeping...

safety our top priority, we work closely with Air Traffic Control (ATC) to determine the best possible flight path and departure times. As this was something that was not within our control, we aren’t able to honor your request for reimbursement. However, I would like to send a gesture of goodwill in apology for the inconvenience. I have sent you an Electronic Travel Certificate that will arrive via email within a few days. We'll report your comments and work hard to provide a better recovery when these types of uncontrollable situations occur.   We do appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with United. Your business as a MileagePlus member is greatly appreciated.   Kind Regards,   Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:   Once again, I apologize for any inconvenience. The [redacted] Gift card was to reimburse you for the damage or repair of your luggage.   Regards,   [redacted] Corporate Customer Care

Dear Mr. [redacted]:   We are sorry for the inconvenience you experienced.   Please know that the treatment you described is no more acceptable to us than it is to you.  Direct customer feedback about our products and services is so important in helping us to improve.   Our...

ability to communicate professionally with our customers is a key component of our brand, being Flyer Friendly. A number of tools and processes are being applied this year that will substantively address these goals. We are working to improve customer service, including investing in a comprehensive training course for frontline employees. We are consistently aligning service standards of professional women and men around our company.   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. To secure the best possible fares, please confirm your reservations in advance and check alternate dates of travel when possible. Please visit our Web site for more information: http://www.united.com     Please be advised that as the availability of seats and fares changes continuously as reservations are made and cancelled, fares cannot be guaranteed until the itinerary has been ticketed, or in this instance, exchanged for a new ticket.   We hope to welcome you aboard another flight in the near future, and thereby have 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.   Regards,   Cindy [redacted] Corporate Customer [redacted]
12088193 Tell us why here...

Dear Mr. [redacted]:I am responding to your compliant filed with the Revdex.com. I am sorry to learn of the inconveniences experience when traveling with your pet and 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.The in-cabin pet fee is $125 per direction. Our records indicate the applicable fees were charged and transportation was provided for your pet. Therefore, we are unable to honor your request to refund $250. However, there was a duplicate charge of $125 and I have sent a request to our Refunds Department for that fee. 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 22743896. If you'd like a general update during that time, you can visit:https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxA...⇄ a goodwill gesture, I will send you a $100 electronic travel certificate. You will receive the certificate in a separate email within a few days. We appreciate your business and look forward to welcoming you and your pet on board a future United Airlines flight.Regards, Dayna [redacted]Corporate Customer CareCase ID:  [redacted]

February 4, 2016 Dear Mr. [redacted]: I am responding to correspondence received from the Revdex.com. I apologize for any confusion surrounding the purchase of your ticket. When purchasing a ticket from an agency, you have entered into a contract with that agency. In this case, you would...

request a refund from [redacted], as this is the agency you purchased the ticket from. It is important to note that when purchasing the ticket, you would have agreed to [redacted]’s refund policy, and all actions requesting that refund must be directed to the agency you purchased the ticket from. The details of your purchase should be found on your confirmation from [redacted], including any details regarding refunds of the purchase. Thank you for this opportunity to respond to your concerns. Regards, Judith [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,
Robert [redacted]

July 13, 2017Dear Mr. [redacted]:The Revdex.com has forwarded your response to my attention. I regret you are disappointed in our response.I reviewed your information to ensure my initial response was accurate. There is information in your record that shows you purchased this ticket from an agency, it is a bulk ticket. As such, it carries restrictions, specifically the ticket coupons must be used in order. Although I empathize with your disappointment, there are no routing changes of any kind allowed on this type of a ticket. Regrettably, we are unable to offer any type of reimbursement per the ticket and fare rules.Thank you very much for your understanding. I hope we will be able to assist with your future travel needs.Kind Regards,Judy [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.
Sincerely,
[redacted]

Dear Mrs. [redacted]: Your correspondence with the Revdex.com has been forwarded to my attention for review. I'd really like to help you but I’m missing some details I need to review your request.   Try to provide as much of the following information as you can, along with a...

brief summary of your request.   Flight Number: Flight Date:Flight from: Flight to:  Or, Ticket Numbers (13 digits beginning with 016): Confirmation Number:   You can find this information on your receipt. I'll be happy to respond once I review the information you provide.   I appreciate you chose United for your travel and welcome the opportunity to assist you.   Kind regards,   Leyly [redacted] Corporate Customer Care [redacted]

Dear Mr. [redacted]:Mr. [redacted] has already contacted us earlier regarding this issue, and I have responded to him. I am including a copy of my response to Mr. [redacted] below. Please know that Customer Care cannot assist with current or future reservations. Therefore I had advised Mr. [redacted] to contact our Reservation Office for assistance with his new booking. Regards,Gisela [redacted]Corporate Customer CareCase ID 10579713Copy of my response to Mr. [redacted] which was sent on July 6, 2016:Dear Mr. [redacted]:I understand that you have a round trip ticket, however, you arrived in the United States on July 31, 2015, and your ticket allowed a maximum stay of three months. As you were staying over the allowed three months, your original ticket has to be recalculated to a fare which would have allowed a maximum stay of one year. Our records show that you contacted our Reservation Office and the agent did advise you that there is a change fee as well as an increase in fare to travel in July of 2016. Our agent also stated that it might be more cost efficient to purchase a new one way ticket and forfeit your original ticket. Currently, your original reservation still reflects your original return date of October 30, 2015. Please contact our Reservation Office for assistance with your new booking. I regret we are unable to extend your original ticket. Please know that your business and goodwill are never taken for granted, and we will continue to work hard to earn your support.  We appreciate your email and look forward to welcoming you on board again soonRegards, Gisela [redacted]Customer Care Case ID 10578691

Dear Mr. [redacted]:United Airlines is no longer participating in the United gift certificate program, however all outstanding gift certificates are valid for 5 year after purchase.  I will contact the department that handles the gift certificates and will research as to why your certificates are...

showing invalid.  As soon as I have some answers, I will contact you through your email address that you have provided.United Airlines does appreciate your business.Regards,[redacted]Corporate Customer CareCase [redacted]

December 2, 2016 The Revdex.com has forwarded your correspondence to my attention. I apologize for the flight interruption you and your family experienced. I certainly understand how disappointing this must have been. Our records indicate your file has been forwarded to our specialty...

desk for handling. Due to the nature of your request, this does take some additional time for processing. We kindly ask for your patience; you will receive a response within 30 days.   Thank you very much for your understanding.   Kind Regards,   [redacted] Corporate Customer Care 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. I was given a flight that I can now use on a future flight. 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.
Sincerely,
Maurizio [redacted]

Complaint: 11623591
I am rejecting this response because:
I had to purchase another ticket with a different airline because of United. I already purchased a ticket with United in June, online, no problem. They then wouldn't let my son board because of a 'policy change'. They are refusing to refund the costs incurred form having to purchase another ticket because they 'don't refund another airlines ticket' which is ridiculous as a response. Those costs would have NEVER bene incurred had it not been for United deciding to not allow him to board. I want the money I had to spend refunded to me in a check. I don't need a voucher form United when I will never use them again. 
Sincerely,
Marnie [redacted]

Complaint: 11148403
I am rejecting this response because I can understand the delay but we weren't offered to take the 540,7 or 8 am flight. We had a 25 hour layover and if I would've been tight on money I would've slept and ate where? Your service to and from vacation completely dampened our experience and made us lose a day of vacation traveling from one side to the other. I wasn't liable for the mistakes of this airline and want my money back. How on earth can I ever fly with United when you never own up to your mistakes and efficiently fix the problems you've caused? I'm not impressed and I think you need to work on what you have to offer. 
Sincerely,
Rocio [redacted]

July 13, 2016Dear Ms. Mendez [redacted]:  The Revdex.com has forwarded your correspondence to my attention. I am very sorry for the inconvenience you experienced as a result of the weather related cancellation of your flight, 1109. I know this is not how you envisioned the beginning of...

your vacation.   I can certainly understand how upsetting this was as it disrupted your travel plans.  Keeping safety our top priority, we work closely with Air Traffic Control (ATC) to determine the best possible flight path and departure times.  We’ll work hard to provide a better recovery when these types of uncontrollable situations occur.  While I understand your frustration, I am not able to honor your request of a refund for your ticket, as travel was provided. However, as part of our apology I have sent you a $200 Electronic Travel Certificate which will arrive via email within a few days. I hope you will use it soon and enjoy a relaxing flight. We appreciate your business and look forward to seeing you aboard soon. Regards, Judith [redacted]Corporate Customer CareCase 10610058

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]