United Airlines

Dear Mr. [redacted]: Thank you for your interest in having your account re-opened or your mileage retained.  As this is a matter regarding Corporate Security, please contact us directly by phone at the number provided to you already to speak with us about your options.   We appreciate...

your desire to fly with United and look forward to finding a resolution to this matter.  Sincerely, L.J. [redacted]Executive Services, United AirlinesCorporate 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11140293, and find that this resolution is satisfactory to me.
Sincerely,
Christos [redacted]

Dear [redacted] I'm responding to a complaint forwarded to us from the Revdex.com. We welcome the opportunity to address the concerns you shared with us. The level of service you described are not reflective of our commitment to providing our customers the highest...

level of service, and I apologize for the negative impression this situation has created. All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstances. We strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers. Based on your comments, we did not meet our goal nor your expectations. I regret you were not satisfied with the service provided. I have authorized a refund of all fees paid for the change of your tickets ($146.00 per ticket).  Please allow 10-14 business days for the money to post to the original form of payment. We work hard to correct problems brought to our attention. Although we cannot provide specific details about the internal investigation, please know we take your concerns very seriously. It is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not met. We appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenience. Regards, [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Dear Mr. [redacted]I am responding to your communication filed with the Revdex.com. I regret to hear that a lower fare for your itinerary (confirmation H42Z9D) could not be confirmed. Please be advised that as the availability of seats and fares changes continuously as reservations are made...

and cancelled, fares can not be guaranteed until the itinerary has been ticketed, or in this instance, exchanged for a new ticket. With that said, please know that I did take the liberty of reaching out to our a Reservations supervisor to see if anything could be done. Unfortunately, because the lower fare you mention was never able to be stored into the system and your itinerary involves other airlines (Air Canada and Alaska Airlines) a manual override is not possible. I'm very sorry. Mr. [redacted], I do realize how disappointing this must be for you. Although we are unable to exchange the tickets for a lower fare, as a customer service gesture, I will send you and Ms. [redacted] each a $100USD travel certificate. The electronic vouchers will be delivered separately via email (luke@[redacted].net) within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

Dear Ms. [redacted]:Thank you for taking my call today.  Again, I apologize for the poor travel experience you and your family had on your return trip home.  I have requested a refund of the unused tickets as promised.  You will receive an email once the refund has been processed.Ms....

[redacted], our goal is to remain your preferred carrier, and we understand the importance of providing consistently safe, reliable and professional service to achieve this objective. Given the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide.  Best regards, [redacted] [redacted]Corporate Customer Care Revdex.com10[redacted]Case ID: [redacted]8

Dear  Mr. [redacted]:Please accept our sincerest apologies for the inconveniences you have expressed. Our goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination. We are truly sorry we did not live up to that expectation. Rest assured...

that we want to do everything we can to ensure that your travel needs are met. 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.Your request for a refund of your tickets is appreciated.With the purchase of airline tickets you agree to the Terms and Conditions and its fare rules. The tickets you purchased are non-refundable, but the value of each ticket can be used toward the exchange of a new ticket with a $200 change fee per ticket. Therefore, per the Rules of the Fare we must respectfully deny your request for refund of these tickets.However, I have put in an authorization in the reservation record to waive the change fees, any additional fare difference will still apply. Please exchange your tickets before they expire on August 4, 2017.We do not see you were charged any pre-paid bag fees or EconomyPlus seating. If this is not correct, we will require a copy of the receipt or the 13 digit receipt number that starts with 016. Travel Insurance products offered on united.com are provided by [redacted], a third-party provider. If you have any questions on what Travel Insurance covers please contact them online at: www.etravelprotection.com or call: 1-800-284-8300.Further, while we cannot undo your frustrating experience, we are sending a travel certificate in a separate email as a gesture of our concern. Please allow up to 7 business days for processing.Although we realize this is not the response you were hoping for, 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,   [redacted] Corporate Customer CareCase:  [redacted]

Dear Ms. [redacted]:  This United Airlines response is in regard to your letter to the Revdex.com.   We apologize for any miscommunication about reapplying your ticket. Please know that using a customer’s legal name on ticket documentation is mandated by security...

requirements and is each customer’s responsibility. This policy cannot be waived under any circumstances.  A ticket can usually be credited towards a different trip under specific circumstances, and must be done within one year of the purchase date.       Since we cannot refund an expired ticket, please accept a travel voucher in the amount of $300. The voucher will be emailed to you within 2-3 days with terms, conditions and a one-year validity period. This may be used on United or United Express worldwide and may be applied to the travel of a friend or family member, if you so choose.  The voucher will be emailed to the address and surname [redacted] as provided to the Revdex.com.   Thank you for this opportunity to respond. Regards,   Eve [redacted] Corporate Customer CareCase:  [redacted]

Complaint: 11001505
I am rejecting this response because:I don't understand why not using my purchased service(not intentionally) is a big change for them.  it should be  a big save for them.I have taken that route regularly. actually I have booked another trip from them 1/18~1/28(Indianapolis~Charlotte), I travel biweekly.at least for the first occurrence, it should be forgiven.If I don't see a acceptable solution, I will just avoid them completely.
Sincerely,
Jun **

Complaint: [redacted]
I am rejecting this response because:  The $300 fee is an unreasonable and abusive amount to re-instate miles I accumulated paying full price for all my airline tickets.  To think a major airline with a major budget is fighting me over 90,000 miles is hard to believe.  
Sincerely,
[redacted]

Dear Mr. [redacted]:I am responding to correspondence sent to United Airlines from the Revdex.com. 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. This information is necessary.  Passenger name (s): Flight Number: Ticket Numbers:   We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Judith [redacted]Corporate Customer Care  Case [redacted]

Dear Ms. [redacted]:
Thank you for the concerns that you’ve expressed via the Revdex.com. I understand how disappointed you are to learn your miles have expired. In order to address your concerns, I have contacted our MileagePlus Service Center and they have verified that the...

balance of your miles expired as of August 1, 2015.  Our records show that you did not have any activity in account since January 2014. Our mileage expiration policy requires that accounts have qualifying activity at least once every 18 months to keep miles from expiring  MileagePlus is a self-managed “frequent flyer” program, and it is each member's responsibility to stay abreast of their mileage balance and expiration date, both of which are displayed on the member profile, when logging on to your account with your account number and PIN.   In addition, there is no requirement on our part to send any notice of expiring miles, since the expiration information is available to all members when logging in to their accounts.Here are the options to have the miles reinstated:  Buy Back your miles –  You can buy back your miles online, or through one of our MileagePlus representatives.  In order to buy back up to 72,000 miles, the fee is $400, or buyback 30,001- 35,000 miles, the fee is $225.  The cost varies depending on the amount of miles being reinstated.  To do so, go to united.com and select "Buy, transfer of give miles" from the "MileagePlus" tab, then click on "Reinstatement Miles."  The MileagePlus Service Center is open 7 a.m. - midnight (CT), 7 days a week.  If calling from the U.S. or Canada, please call [redacted].  To reach us from outside the U.S. and Canada, please contact your local United reservations office.   We appreciate your request to reinstate the miles without collecting the required fees. Regrettably, I must respectfully decline your request, as that is our MileagePlus terms and conditions. Thank you for your understanding.We look forward to your active participation in our program.We appreciate your business and look forward to welcoming you onboard a future United Airlines flight
whenever your personal or business travel plans permit. Kindest regards to you.Sincerely, [redacted]Corporate Customer Care[redacted]

Complaint: [redacted]
I am rejecting this response because:The response does not directly acknowledges the key issue, and in doing so it disregards my own inconvenience and it reveals the quality of the service offered to customers. We made plans not according to misunderstandings, as the business alleges, but according to normal expectations regarding the plane tickets we bought from them: that we will be able to use them. Instead, using language that does not appear in the terms and conditions, the travel agency and the airlines decide to not allow us to board a plane we bought tickets for. Because this issue seems to point to other arrangements that seem to operate between travel agencies and airlines, that the public is not aware of, maybe by making this response public others can be motivated to take action too. Discussions with both travel agency and airlines revealed that there is some kind of unwritten rule that the travel agency would not 'open' a ticket (this is, as one can easily see, insider lingo of these businesses, without clear meaning in plain English, like 'bulk ticket' too, which of course does not mean purchasing hundreds of tickets, but something else), which would have allowed the airline to let us to board the 2nd leg of the return flight (if we wanted to skip the 1st) because of fear or reticence of revealing prices to the airline. Simply we had a return ticket from A to B then to C, and were around the B location already, and instead of being allowed to board the B->C plane we had tickets for, we had to buy new next-day tickets to fly from B to A, only to start the trip A->B (where we were already) which makes no sense. Of note, we have not of course asked for any refund for the skipped 1st leg, and moreover the airline could have easily sold those tickets, as we called them 1 week ahead to let them know we didn't need those tickets. We had to spend an extra night in a foreign airport, and lose a full day of vacation for this whole mess on top of it. Of course customers are not privy of such backroom rules of business, and are left like us having to change plans, pay extra travel like plane tickets, and face huge ordeals. It appears to be business like usual to the travel agency, but it is not really serving customers, it taking advantage of them.
Sincerely,
Emil [redacted]

March 14, 2018 Dear Mr. [redacted]: The Revdex.com has forwarded your correspondence to our attention. I realize how disappointing it must've been to miss your connecting flight, and I'm very sorry your travel plans were interrupted. Vacation time is so important and I understand your...

disappointment in arriving almost 4 hours later than scheduled.   Situations like this can be stressful and based on your comments it is clear we could have done a much better job in our explanation of the situation. Our goal is to operate every flight as scheduled. When that doesn’t happen, our system will try to automatically protect you on the next available flight. Once that happens, the original seats are released. I am truly sorry we weren’t able to get you back on the original flight prior to it being closed out. In apology and as a gesture of goodwill, I have sent each of you an electronic travel certificate. They will arrive via separate email within a few days and I hope you will be able to use them soon and have a more positive experience.   Mr. [redacted], we appreciate your business as a MileagePlus member and hope to have the continued privilege of serving your future travel needs.   Sincerely,   Judy [redacted] Corporate Customer Care Case 13825620

Dear Ms. [redacted]Contrary to the impression we have left with you, we truly appreciate and value your business. Please know your business and goodwill are never taken for granted by our airline, and we will strive always to meet your expectations of clean, safe and reliable air transportation coupled with exemplary customer service. Regrettably, the facts of your experience do not warrant additional compensation. Ms. [redacted], I hope we have not exacerbated your disappointment and frustration, as this is not our intention. As always, we thank you for including United Airlines in your travel plans, and on behalf of my co-workers, we hope to welcome you aboard a future flight.Regards,Mae [redacted] Corporate Customer Care Case ID 1[redacted]

November 13, 2015Dear [redacted]We are sorry for the inconvenience
you experienced on August 17, 2015 onboard our flight from Lester B Pearson
International, CA (YYZ) to Chicago, IL (O’Hare-ORD) airport. 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. Please
understand, once the Pilot makes the announcement that all electronics be
turned off or cell phones be switched to airplane mode, per Federal Aviation
Administration (FAA) regulations. Our flight attendants must ensure all
passengers are adhering to the FAA policy.As you may know, devices could cause minor interference with aircraft
navigational instruments. Therefore, the crew may ask travelers to completely
turn off all devices in certain situations. All devices must be turned off and
stowed during emergency preparations.We regret you feel
our flight attendant acted inappropriately and unprofessionally when carrying
out his responsibilities. Be assured your comments have been documented for
internal review and handling with the employee involved.   We understand how important it is
to capture special moments of your journey, and we are delighted you chose us
to be a part of your experience.  The use of small cameras or mobile
devices for photography and video is permitted on board, provided the purpose
is capturing personal events.  Please keep in mind that photographing or recording
other customers or airline personnel without their express consent is
prohibited.  While your request for a free ticket
is appreciated; regrettably, we are unable to honor your request. Thank you for your patience and understanding. [redacted], despite the negative
experience, we hope to have your continued business and support. We realize
that you have a choice in airlines and will make every effort to leave a better
impression if you will allow us the privilege of serving you again.Regards,[redacted]Corporate Customer CareUnited AirlinesUAL: [redacted]Revdex.com: [redacted]

Dear Mr. [redacted]:After review of reservation: [redacted], our Reservations department has changed your return to June 5 as requested, and an one-time exception was made to waive the change fee.As previously advised , the 24 hour Risk Free grace period only applies to new reservations, your Reservation...

was ticketed on January 29. All future changes will be subject to change fees and a fare difference, if applicable.Your business and goodwill are never taken for granted and we will strive to consistently meet your service expectations. Thank you for being a Premier 1K and we look forward to the privilege of serving you again.Regards,   [redacted] Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]:As you were previously advised , United cannot exchange these tickets since the tickets were purchased by a consolidator. You must go through the consolidator, [redacted] to change and exchange these tickets.  I understand how confusing ticket restrictions may...

be when you buy a United ticket from another company.  United offers special fares that are only available through consolidators. While our tickets have a one year validity from date of ticket issuance, which in your case was August 4, 2015, your agency can provide information on what restrictions may apply to your ticket. Please contact the agency through which you purchased the tickets to inquire about changing your ticket. Regrettfully, we are unable to assist you further on this matter. Thank you for choosing United Airlines.Regards, James [redacted]Corporate Customer CareCase: [redacted]

Dear Mrs. [redacted]:   I'd really like to help, but I'm missing some information.   If you could fill out the below areas and include a brief summary of your request, I'll look into it. This information is on your receipt:   • Passenger name(s): • 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.   Regards,   Cindy [redacted] Corporate Customer Care [redacted]     Tell us why here...

Dear Mr[redacted]Thank you for providing the ticket numbers. I was able to locate the second baggage fee ($35) and I've taken care of your refund request. 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 takes care of your concern with the $35 baggage fee. I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon. With kind regards, Liliana [redacted]Customer Care[redacted] 
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