United Airlines

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com. I can imagine the discomfort you experienced on your recent flight with us on November 07, 2016.  I understand your disappointment that the aircraft was dirty, and the temperature onboard was very...

hot.  I also apologize your return flight was delayed on November 30, 2016 and your feedback will be heard and addressed. Our goal is to make your flight as enjoyable as possible and I'm sorry we let you down. Your overall satisfaction is important to us, and I'd like to regain your trust. I'm sending you a $200.00 Electronic Travel Certificate which will arrive via email within a few days. I hope you'll use the certificate to give us an opportunity to provide the service you deserve. We greatly value your loyalty Mr. [redacted] and thank you for being a Premier Gold member with us.  I hope you have a nice day.Regards,   [redacted] Corporate Customer CareCase:  [redacted]Tell us why here...

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I'm sorry about what happened. I realize there are times when situations come up and you have no choice but to rearrange your travel. To remove some of your worries, I will refund the two...

$200.00 change fees you would normally pay on this type of ticket as a one-time exception. Just email me back the two ticket numbers through the Revdex.com Website after you pay the fees and I will process the refunds. However, if there is a difference in when you book your new travel plans those fees are non-refundable. I appreciate you chose us for your travel. On behalf of our United family, we look forward to welcoming you aboard your next flight.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]: I am sorry to learn about your experience when your flight 4930, operated by [redacted], cancelled due to weather.  We understand how frustrating it can be when your travel plans are disrupted. Our goal is to offer the best accommodations possible during such events. Please...

understand that it was necessary to cancel flights in order to ensure the safety of our customers and crew.  I sincerely apologize for the inconvenience and as a result you had to drive. When flights cancel due to weather we will re-accommodate you on the next available flight with seats.  I understand by the time you arrived at the airport and went to [redacted] there was apace on the earlier flight. The availability changes continuously as reservations are made and cancelled, and regret there was no availability at the time of your request.    When weather impacts our flight schedule, according to our Contract of Carriage, which you will find at United.com, we are not required to compensate or reimburse for out of pocket expenses, as this is a situation that is beyond our control. We appreciate this opportunity to be of assistance and look forward to serving your travel needs.  Kind regards, LaRece [redacted]Corporate Customer Care Ezcare case #10772351

Dear Ms. [redacted]:   Our records indicate that [redacted] got your refund processed on January 30, 2017.   Thank you for flying the friendly skies.   Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Ms. [redacted]:The Revdex.com has shared your information with United Airlines Customer Care Department, and I regret you are disappointed in our baggage policy and the handling of the situation.I can assure you our scales are calibrated and checked often for...

accuracy.  In the gate area, agents are required to monitor carry-on luggage for oversize or excess items not appropriate for carry-on. Carry-on baggage that does not meet the size or limitation requirements will be transported as checked baggage and fees will be assessed accordingly.  Although, I am unable to fulfill your refund expectations, as a one time exception, I will be sending you an $150.00 electronic travel certificate for the purchase of a future ticket on United Airlines. The certificate is valid one year from the date issued.  The terms and conditions will arrive from a different e-mail address within 3-5 business days. You are a valued Mileage Plus member and given the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide.  Shandai [redacted]  Corporate Customer Care Case ID  10698935

Complaint: [redacted]
I am rejecting this response because: it is unrealistic to expect a person who was in the hospital and unable to use a ticket to pay to reinstate a ticket and pay MORE to use it that it is worth. I fully believe that a company as large as United can do more for a client who was spontaneously ill and still trying to use the [redacted] at the same airline. 
Sincerely,
[redacted]

Dear Ms. **:   I'm very sorry we're unable to reach a mutual agreement and you feel the issue wasn't resolved.   While we won't be able to honor your request for a refund on this particular issue, and will consider this matter concluded, 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.   As a gesture of goodwill, I have documented your reservations that we will waive the change fee when rebooking your tickets; however if there is any additional fare you will have to pay that when rebooking the ticket.   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.     Best regards,    Cindy [redacted] Corporate Custo[redacted]
12193045

Dear Mrs. [redacted]: We received your letter through the Revdex.com, with reference to case [redacted]. I am so very sorry the original agent failed to document the record properly to ensure the authorization for the change fee waivers would be in place. I have added my authorization to...

waive the change fees, to ensure you will have full access to the full credits.   Please be sure to rebook with one of our reservation specialist, as the authorization is in the records, but it still needs to be manually rebooked.   Thank you for making us aware of the situation and for the opportunity to assist you. Please extend our thanks to your son for his service.   Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Mr. [redacted]: We regret your continued dissatisfaction with United.  The Customer Care Department is responsible for capturing customers’ feedback/suggestions and then sending that information to the appropriate departments or airline partners.  It is important for our employees to understand all aspects of the customer’s experience from the customer’s point of view, and we are grateful for your letting us know what about your travel experience.  We would like to reassure you that your information has been directed to the appropriate management for their information and internal use. Thank you for your time, Mr. [redacted]. Sincerely,   Suzanne [redacted] Corporate Customer Care United Airlines Case ID 10030563

March 16, 2016 Dear Mr. [redacted]: The Revdex.com has forwarded your correspondence to our attention. We apologize for any confusion surrounding your travel originally scheduled on February 21 and 22. When there are exceptions in place for weather events, changes must be made to the...

itinerary prior to the travel date. There is no documentation within your United Airlines travel record showing contact before February 27. As there was not a United Airlines flight that was affected by the cyclone, normally changes would not be made. I would like to review the entire flight situation so that we may make a fair decision for all involved. In order to address this completely, please respond with corresponding flight information and ticket numbers for your original and re-scheduled travel departing Fiji, as we do not have this information available. A copy of a boarding pass would be helpful if you have them available. Thank you for your patience. 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,
Lin [redacted]

Dear Mr. [redacted]:   I am sorry you were not aware that if you do not use your ticket in the order to which it is purchased it will have no value. I understand extenuating circumstances prevented you from canceling your reservation prior to departure, resulting in your ticket having "no value"...

status. Our reservation agent was following United Airlines policy when he/she advised your ticket was no longer valid. When you purchased your ticket you agreed to all the terms and conditions of your ticket. By not traveling on your originally scheduled flight the ticket was then cancelled per the rules of your ticket. Although I am unable to refund the additional fare paid on your ticket ($151.90), we have made an exception to restore it. Please know that the change fee of $200 should have been collected when we restored the value to your ticket and allowed you to rebook the return portion. However we did not charge you this fee and only charged the additional change in fare. As a gesture of goodwill, the previous Customer Care Manager has sent you a electronic travel certificate for $150, please accept this certificate in the spirit to which is was given. Thank you for flying the friendly skies. Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Mr. [redacted]: The Revdex.com has notified United Airlines that you have filed a complaint against us concerning your and Brittany [redacted]’ travel experience on July 9, 2017. I'm sorry you weren't aware our policy on carry-on allowance for passengers with a Basic Economy ticket. ...

  While I can't refund the baggage fees, we understand your concerns and will pass along your comments. We are trying our best to make sure you know when you're buying a Basic Economy ticket and what conditions come with the ticket. Other places that sell our tickets are expected to advise you, as well. From what I read, we have some more work to do.   Our current advisements for Basic Economy include a special column while you're looking at prices and notifications in the booking process and receipt. I'm sorry if those were not visible when you made your purchase. Some conditions are different when purchasing Basic Economy fares; however, service options such as dining, Wi-Fi and inflight entertainment are the same as standard Economy fares.   As a way to say we're sorry, I'm sending you and Ms. [redacted] Electronic Travel Certificates, which will arrive via email in a few days. We hope this gives you a future opportunity to receive the service you deserve.   Thank you again for your feedback, and we look forward to providing you excellent service on your next United flight.   Regards,   Candance [redacted] Corporate Customer Care Case:  [redacted]

Dear Mr. [redacted]:   As per our phone conversation, I cancelled the existing reservation  on record B6GXZ7 and refunded the entire amount back to the original form of payment.  Also, I am sending you a $300.00 Electronic Travel Certificate for future travel.     As agreed this closes your Revdex.com complaint.   On behalf of United Airlines I want to thank you for your loyalty. We appreciate your business and hope for another opportunity to welcoming you and your family on board a future United Airlines flight. Best regards, Ana [redacted] Corporate Customer Care [email protected] U N I T E D | 900 Grand Plaza Drive | Houston, Texas 77067 | USA Case  [redacted]

Dear Mr. [redacted]:I have retrieved your reservation and here is the schedule change that was made to your reservation:UA[redacted] September 17, 2016 [redacted] Status Change SC UA [redacted] September 17, 2016 now departing [redacted]You arrive one minute early to your destination therefore...

we would not allow you to change your flight without a change fee.  If your flight had a schedule change that resulted in your flight arriving later than 2 hours than your original flight, yes, we would allow you to seek other flight options.Your reservation was documented by the agent that spoke to you advising why you were advised you could not make a change without paying a change fee.Mr. [redacted],  United Airlines does appreciate your business and we look forward to serving you on your upcoming United flights.Regards,[redacted]Corporate Customer CareCase [redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
Dear Mr. [redacted]:
I regret you're dissatisfied with our response. I'm responding to an email forwarded to us by the Revdex.com.

You asked us to reexamine your request, and we have done so. All things considered, we do...

support our earlier decision. The certificate was not intended as compensation to offset your out of pocket expenses or to pay for your hotel bill or to reimburse you for the ticket you purchased. It was offered strictly as a goodwill gesture. I've taken into consideration all of the information you outlined in your complaint with the Revdex.com. If you had purchased travel insurance united would issue you a delay verification letter as required to get you resolution to the additional expenses outlined in your email. United does not reimburse customers for hotelc, rental cars or food not authorized by a United Representative.

Your circumstances nonetheless warrant special consideration to issue an additional travel certificate for $500.00 to bring this matter to an amiable conclusion. You will receive the certificate via e-mail in 3-5 days.
Contrary to the impression that we have left with you, we value your business and we look forward to the opportunity to regain your
confidence in our service.
Thank you for being a member our MileagePlus program.
Regards,

[redacted]
Corporate Customer Care
Case ID# XXXXXXX

Dear Mr. [redacted]:I am responding to your communication submitted to the Revdex.com. I'm sorry for the disruption in your travel plans on April 4, 2018, Our goal is to consistently provide a safe, on time, and seamless experience for each of our customers and I regret this did not happen...

for you on this occasion. Our records indicate United Express Flight #[redacted] was cancelled due to weather.To clarify our policies and procedures during irregular operations. When a flight has been cancelled or experiences a lengthy delay, we will rebook our customers onto the next available flight, sometimes the wait can be longer than expected. If the protection offered is unacceptable, our customers can go standby on an alternate flight to see if space becomes available due to last minute passenger cancellations or they can request travel to an alternate airport at no additional charge.Of course we understand if our customers choose to make other arrangements. In that case, our customers can receive a refund for the segment for which we were unable to provide transportation. We do not however reimburse for car rentals or other expenses that may be incurred. If you have personal insurance or purchased travel insurance that may cover the out of pocket expense, we will gladly work with the insurance company on your claim.Mr. [redacted], we certainly recognize the importance of customer satisfaction in this highly competitive industry and are aware of the impact a negative experience can have. Although we are unable to provide you weather. Towith the generosity you have requested, we will send you $200 travel certificate as a gesture of goodwill. 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.  As a MileagePlus customer, we consider it a privilege to serve you as your preferred airline and look forward to the opportunity to see you on board again soon. I truly hope your next trip with us provides the seamless customer experience you deserve.As always, thank you for choosing United Airlines.Kindest Regards,[redacted]Corporate Customer CareCase ID:[redacted]

Dear Professor [redacted],   I'm sorry to hear that you didn’t realize the flights you booked through our web site were operated by [redacted].    For flights that are offered by United on our web site and operated by another carrier, there will be notation of the specific operating...

carrier. Additionally, our customers may request to see what accruals are eligible for the reservations during the booking process.  Please accept my apologies for any confusion the united flight number may have created.    When I reviewed your tickets, I saw that [redacted] operated the flights and Premier qualifying miles and a Premier qualifying segment were deposited into the accounts for the outbound flight.  However, the fare that was purchased for the return flight on September 9th is ineligible for accruals.   I understand that you called to ask about the accruals and were dissatisfied with the service our representatives provided.  For this I sincerely apologize.  We always expect our employees to be professional when our customers ask for information or assistance.    We're listening to our passengers more than ever and will continue to work hard to be your airline of choice.  To make amends, I will be adding a goodwill mileage deposit into each of the three MileagePlus accounts.    We appreciate your patronage and loyalty as a MileagePlus member and we are looking forward to welcoming you onboard when you travel on your next United flight   Kind regards,   Dana [redacted] Corporate Customer Care Case [redacted]     Tell us why here...

Dear Ms. [redacted]: I’m responding to a complaint forwarded to us from the Revdex.com. We carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seat. As you may be aware, a service charge applies for changing the time or date of...

travel for restricted non-refundable tickets. Service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats. Tickets are often reissued for a $200.00 service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also apply. Customers must pay the difference in fare if the original fare purchased is no longer available. Our published terms and conditions are designed to balance the needs of customers with the business needs of our company. We sell several types of tickets with varying levels of restrictions. This information was outlined in your ticket per our contract of carriage for Nonrefundable tickets.  If you would like to apply for a refund for a medical reason, you need to go to united.com/refund and attached the required documentation from a medical professional. *Trip InsuranceWhether you’re flying halfway across the country or halfway around the world, Trip Insurance from [redacted] helps you plan for the unpredictable. If an unexpected wrench interferes with your trip, you can have financial protection from a global leader that covered over 13 million people last year. Benefits of Trip Insurance include:   • Up to 100% cash back for covered trip cancellations, delays, and interruptions  • Reimbursement for the covered purchase of reasonable additional personal items purchased during your trip when baggage is delayed for longer than 24 hours  • 24/7 hotline assistanceTerms, conditions and exclusions apply. This product may not be available to residents of all states.  Insurance benefits are underwritten by either [redacted] or [redacted] depending on the insured’s state of residence.http://www.etravelprotection.com/unitedairlines/Product/?psId=00100370...⇄ is the website for this information. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted] Tell us why here...

Dear Ms. [redacted]Thank you for taking my phone call. I look forward to speaking with on you 3/28/2016.RegardsGail [redacted]Corporate Customer CareUnited file 10168217