United Airlines

Dear Ms. [redacted]:I am responding to your additional communication submitted to the Revdex.com.Whenever possible, we try to accommodate our customers' requests and are sorry that we cannot do so in this instance. Only in medical situations can we consider issuing a refund after 24 hours of purchase. Again, the offer to waive the $200 reissue fee that is associated with your ticket still stands; your reservation has been documented accordingly.  We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards,Julie [redacted]Corporate Customer CaseCase ID:[redacted]

January 18, 2016
 
Dear Mr. [redacted]:
 
The Revdex.com has notified United
Airlines that you have filed a complaint against us.  Your correspondence was forwarded to our
corporate office, and I was asked to respond on behalf of United Airlines.
 
I...

am sorry for any possible misunderstanding
or miscommunication regarding the Award ticket you purchased for Ms. [redacted].  Please understand; however, we carefully
manage our seat inventory to maximize the number of seats available for awards
while minimizing the chance that an aircraft will depart with open seats.
 
When a member changes or cancels an award
ticket, there is an increased chance that the seat won’t be sold or booked as
an award, especially if the change is close to the departure date. This charge
helps us manage the cost of open seats.
 
Please know that only tickets purchased
through united.com or United Reservations within 24 hours may qualify for
waiver of booking, change or cancellation fees under our 24-hour flexible
booking policy.  Unfortunately, your
ticket was not cancelled within this time-frame. 
 
That said, we have thoroughly reviewed your
request, and as this booking fee is non-refundable, we are unable to honor your
request.  Also, a service fee to
redeposit your miles back to your account or change the ticket will also apply.  Please also note that all members are required
to be aware of the policies of our MileagePlus program.  This information is available on our website,
and I have included the links below for your reference. 
 
https://www.united.com/web/en-US/content/mileageplus/awards/travel/ticketing.asp...⇄ />  
https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx
 
https://www.united.com/web/en-US/content/mileageplus/rules/default.aspx
 
Mr. [redacted], I recognize that this is not the
answer that you wanted; however we must remain consistent with our policies in
fairness to all members.  We appreciate your
business and hope to welcome you onboard again soon.
 
Regards,
 
Nancy [redacted]
Corporate Customer Care
Case: [redacted]

Dear Ms. **:     I'm sorry for any miscommunication regarding the re-deposit of your miles.   Please provide the 13-digit transaction number for the re-deposit fee so I may better assist you with your inquiry, . We appreciate your patience with this matter. ...

    Regards,   Jacqueline [redacted] Corporate Customer Care Case: [redacted]

Dear Ms. [redacted]:Please accept my apology for the delay in your travel certificate that has been reissued.Please allow a few more days for delivery.We appreciate your business.Regards, Lisa [redacted]Corporate Customer CareCase# 10755294

James, Once again you are clearly missing the point. I am 100% agreeing with you that I made the mistake of buying a basic economy ticket. I am very upset about the way it was handled. From the moment I contacted your customer service through the entire process of the flight. The supervisor I spoke to on the lines gave inconsistent and misleading advice, the ticketing agents gave wrong advice, and the way it was handled was just wrong. I really think it is worth a phone conversation by someone who will really take the time listen and understand what I am saying. I ADMIT I BOUGHT THE TICKETS BY ACCIDENT. I CAN TAKE OWNERSHIP OF THAT. WHAT I CANT HANDLE IS THE WAY I WAS MISLEAD AND MISTREATED. YOUR EMPLOYEE'S DON'T KNOW HOW TO HANDLE THE BASIC ECONOMY TICKET AND YOUR 3RD PARTY WEBSITES DON'T WARN 3 TIMES AND THIS CAN EASLIY HAPPEN TO OTHER PEOPLE. Please understand I am trying to save this headache from happening to someone else. I am also trying to help you guys understand you rolled out a ticket level that your employee's are not well trained on.  Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Joshua [redacted]

Dear Ms. [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.   Your business and loyalty is appreciated. I hope you will give us another chance to give you a more positive experience.   Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Ms. [redacted]:   The Revdex.com has forwarded your comments to me for a response. I appreciate the additional opportunity to respond.   I'm sorry that you continue to be disappointed with United despite our efforts to make amends. Please note that United Flight 1927 from Dallas Fort Worth to Newark on April 11, 2017, was delayed due to air traffic control. Although weather and air traffic control are beyond United's control, you were issued a $100 travel certificate as goodwill. While I understand you don't feel it's meaningful given the circumstances your experienced, I hope that you will use it and fly with us again.    We understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you again. Please accept my apology and allow us that opportunity.    Best Regards,   [redacted] Corporate Customer Care Case: [redacted]  Tell us why here...

March 25, 2016 Dear Ms. [redacted]: The Revdex.com has sent your response to our attention.  We regret you're dissatisfied with our response. You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision. As your ticket purchase was processed correctly following our guidelines and policies, we are unable to honor your request of a refund. You are able to use the value of your ticket for the period of one year from the date of issue, also in accordance with our published policies. As a gesture of goodwill, we have sent you a $[redacted] travel certificate that will assist with the future purchase as well. While I realize that the application of our policies and guidelines has not provided you with your preferred outcome, please be assured that we appreciate your business. Regards, Judith [redacted] Corporate Customer Care Case [redacted] Tell us why here...

January 12, 2016 Dear Mr. Thompson: We are responding to your additional correspondence submitted to the Revdex.com.   We can empathize with the disappointment you have expressed and very much regret you do not feel our compensation offer was fair for what you endured.  We carefully review our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors.  The compensation which was offered to you was not meant to place a value on your experience or cover the cost of your used round-trip ticket but rather to make amends for your disappointment with our service. Our records reflect that during your unplanned overnight stay in Houston, United did provide you with a hotel voucher and meal vouchers.  Additionally, we are committed to operating a reliable schedule with safety always being our primary concern however, regrettably daily operational challenges sometimes interfere with our schedules.  Therefore, we are unable to absorb the cost of any expenses you may have incurred as a result of a flight delay; such as unused prepaid hotel accommodations, special events or ground transportation.  But, if you purchased travel insurance we would be happy to provide you with a verification letter regarding your delayed flight.        Please know that the compensation which was previously offered to you exceeded our normal compensation level nonetheless, based on your circumstances we felt it was warranted.  While we realize that this cannot replace the time you lost or any inconvenience, we hope you will accept it as a gesture of our true concern.   Mr. [redacted] your business is always appreciated and is never taken for granted.  We understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you again.   Sincerely, [redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Ms. [redacted]. I'm pleased to let you know that I've taken care of your refund request. This is a one-time exception since your ticket is Non-Refundable.   Please allow up to 21 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is 21252745. 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...⇄   Thank you again for letting me handle this issue.   I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.  Kind regards, Patricia [redacted]Corporate Customer CareUnited Airlines

Revdex.com:
I h[redacted] reviewed the response made by the business in reference to complaint ID 11144178, and find that this resolution is satisfactory to me.  Thank you to the business for a genuine response and fixing the situation.
Sincerely,
Stephanie [redacted]

Revdex.com:The tear was actually about five inches and unfortunately your representative did not measure the size or extent of the damage. However, I will accept your offer of a $125 travel voucher
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,
Linda [redacted]

Dear Mr. [redacted]:Your ticket on us was issued for travel from New Jersey to Milan round trip, which was provided; therefore, once more you do not qualify for a refund.   Also, we are unable to reimburse you for inconvenience, loss of time or absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at your destination.Once more our online goodwill options were not intended as compensation to offset your out of pocket expenses or to compensate for your dissatisfaction. It was offered strictly as a goodwill gesture.I hope you will accept the two travel certificate in the spirit we intended.Regards,   Lilia [redacted] Corporate Customer Care[redacted]

January 15, 2015Dear Ms. [redacted]We are responding to your additional correspondence submitted to the Revdex.com.  Thank you for providing the information that was being requested.We regret to learn that [redacted] was unable to travel due to his fear of flying.  After researching this we are sorry to inform you that since his ticket was purchased using a non-refundable fare, we are unable to provide a ticket refund. Please know that there is helpful information online that addresses the Fear of Flying. There are also useful tips available online as well.   Ms[redacted], we sincerely appreciate you and Mr. [redacted] business and hope to have a future opportunity to welcome him on board. Sincerely,  [redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Miss [redacted]: I'm disappointed to read about your recent experience with our representative. I apologize you were unaware of the change to your itinerary and also for the delay of your luggage. 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 travel. 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 employee. While I understand your point of view regarding this matter no further compensation will be forthcoming. I appreciate you chose United for your travel and 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, Jacqueline [redacted]Corporate Customer CareCase:[redacted]

Dear Ms. [redacted]:I am responding to your additional communication filed with the Revdex.com. I'm sorry the application of our policy in which we do not permit name changes on non-refundable tickets has not provided you with your preferred outcome. While I understand your frustration, this policy is non-negotiable.  As previously indicated, we will waive the $200 reissue fee for each\; the reservation ([redacted]) has been documented accordingly. If there is any residual credit after the exchange has been processed, a travel certificate will be issued and can be redeemed by the person(s) of the customers choosing on any United/United Express operated flight. We do appreciate your business and hope to see you on a future United Airlines flight. Regards, [redacted]Corporate Customer CareCase ID [redacted]

February 15, 2016Dear Ms. [redacted]:I am responding to a correspondence received from the Revdex.com on behalf of my colleague, Ms. [redacted] who is currently out of the office.Your e-mail in which you express your dissatisfaction with our previous response has been forwarded to my attention. Your follow-up is greatly appreciated and once again, on behalf of United, we regret your continued disappointment.  We ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures.Direct customer feedback about our products and services is so important in helping us to improve.    We are sensitive to your concerns and your report of unsatisfactory service. You tell us about an Inflight Crew employee's less than courteous performance. It is our intent to employ persons that have the qualities to provide excellent customer service, even when under stress or time pressure. Please know that we appreciate your constructive comments, which have been forwarded to the appropriate manager for internal review and handling with the employee. Please know we take your concerns very seriously. I can assure you that the matter you referenced was fully reviewed and addressed appropriately. By reviewing the situation with the management and employee involved, we are taking action to improve service quality. I trust you understand United considers all disciplinary measures between employee and manager to be confidential. Ms. [redacted], please know that your business is important to us. We hope you will give us another opportunity to meet your future travel needs. Sincerely,Mrs. Elizabeth [redacted]Corporate Customer CareUnited AirlinesUAL: 10026385Revdex.com: 11120738

Complaint: [redacted]
I am rejecting this response because: I already paid for these miles once.  August of 2015 was such a short time ago.  Surely, good will is a practice of your company.    I should not have to pay for the miles again.  I understand they expired and want them reinstated at no charge.
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.
Thank you for your assistance in this matter.
Sincerely,
[redacted]

Dear [redacted] I was sorry to read that you experience traveling with United Airlines on October 22, 2015, did not meet your expectations, and offer my sincere apologies.
I have found that our Baggage Resolution Center is in the process of handling your claim and have attempted to...

locate your bag.  They will be in touch with you as quickly as possible and your patience is greatly appreciated.
Thank you for choosing United Airlines and MileagePlus.  You are a valued customer and your business is appreciated.
Sincerely,
[redacted] Corporate Customer Care
Case ID [redacted]