United Airlines

Dear Mr. [redacted]: Regrettably, we are unable to offer you an upgrade of your status to Premier Gold waiving the requirements. MileagePlus offers promotions that allow those that did not earn the status to buy up to the next status. We realize we are unable to meet in full all customers’...

expectations. I have filed a complaint on your behalf that will be included in our Corporate Customer Care report, which is reviewed by members of our senior management team. The report is used as a tool to gauge our service failures and successes. There is no way to speak to someone that will change the program rules.Mr. [redacted], we realize w are unable to satisfy all passengers but we do the best we can to make the program fair. Kind Regards, [redacted]Corporate Customer CareCase ID [redacted]

Dear Mr. [redacted]:   I sincerely apologize for the inconvenience that you experienced as a result of delayed flight [redacted]. Operational reliability is one of our foremost priorities. Unforeseen weather delays can put a strain on airport operations. To regulate traffic and resume normal...

schedules, ATC sometimes holds planes back or asks airlines to cancel a percentage of flights. We work hard to re-accommodate our customers on the earliest flights possible in order to minimize inconvenience.   I realize how disappointing it must have been to miss your connecting flight, and I regret your travel plans were interrupted. We cannot always delay scheduled departures, but we do our best to accommodate late-arriving customers when the operation permits. Our ground staff is available to help with rescheduling and amenities during these unexpected situations.   The behavior you described is not reflective of our commitment to providing our customers the highest level of service. When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional service. There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our airport representatives. I hope you will not rely solely on this incident when forming your opinion of our overall service.   Mr. [redacted], you are a valued MileagePlus member and we appreciate your business. It is never our intent to inconvenience our passengers. As a goodwill gesture, I will send you a electronic travel certificate each to be used toward a future ticket on United. The terms and conditions of the certificate will be sent from a different email address within 3-5 business days.   We look forward to welcoming you on board a future United Airlines flight.   Regards,   [redacted] Corporate Customer Care Case ID [redacted]

Dear Mr. [redacted]:I am responding to your reply filed with the Revdex.com. We are truly sorry you're disappointed with our previous response. We didn't mean to create more frustration. I've taken another look at your situation and although I am not able to change your flights, I am sending you (3) $200 Electronic Travel Certificates, for the inconvenience. They will arrive via email within the next few days.Mr. [redacted], as a MileagePlus member your satisfaction is important to us. It is a pleasure to serve you. Kindest regards, Laurie [redacted]Customer CareCase: [redacted] Tell us why here...

Initial Business Response /* (1000, 5, 2015/10/19) */
Dear Ms. [redacted]:
Thank you for contacting United Customer Care through the Revdex.com.
We appreciate your valuable feedback regarding your recent flight experience and concerns regarding the changes in schedule. We...

understand how frustrating it may be when carefully made plans are changed or interrupted and we are sorry you felt the revised schedule did not meet your travel needs. We implement schedule modifications for a number of reasons, including the need to adjust to market and seasonal demands. Although we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences.
While we empathize with your request no refund of your miles is possible because transportation was provided and travel completed in the forward cabin. Also, United policy does not reimburse for inconvenience, loss of time or absorb the cost of independently booked or unused prepaid hotel accommodations, special events or ground transportation. However, as a gesture of goodwill for your delays and thank you for your continued loyalty and patience, we will provide an additional travel certificate, emailed separately within 7 business days, good towards a future United flight.
Regardless, we will forward this issue along with your comments to management so they are able to see how your travel plans were affected. We apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression created. We certainly are capable of doing a better job than described. Your comments will help us in future policies, procedures and protocols to create an airline receptive to your needs.
We thank you for your time and patience as a loyal MileagePlus member. We hope to see you on a future United flight.
Regards,

Joe [redacted]
Corporate Customer Care
Case ID 9608137

Dear Mr. [redacted]:We’re always glad to hear from our MileagePlus members. I am responding to your communication sent through the Revdex.com.Please know I have contact MileagePlus on your behalf and they have informed me, you will need to contact [redacted], so they can process the...

credit on your behalf.  They will need to approve and request mileage credit from us.We appreciate this opportunity to respond and look forward to serving you.Regards, Lilia [redacted]Corporate Customer Care[redacted]

Dear Mr. [redacted]:   I am sorry that you feel our reservation agents have given you poor service.   I hope I can clarify United's ticketing procedures.   Your itinerary is confirmed once the reservation is ticketed. That's when you get a confirmation number and we send your receipt,...

which includes important details about your trip.   During the first 24 hours, you have the opportunity to review the information and contact us for any necessary changes. As long as you have purchased your tickets through united.com or United Reservations, you may be eligible for a waiver of changes/fees, or a refund, under our 24-hour flexible policy.   Our records show that your reservation is in the process of being refunded, please allow time for processing.   We're listening more than ever and working hard to be your airline of choice. This feedback helps us get there. We hope your next trip with United will deliver the experience you deserve.   Regards,   Ms. [redacted] Corporate Customer Care [redacted]

Dear Ms. [redacted]: The Revdex.com forwarded your comments to us for review.   I am sorry to hear that your bag was damaged while traveling with us and you did not receive the level of customer service you have come to expect from United Airlines.  I apologize...

for the incident and the inconvenience that you endured.     Your situation warrants additional consideration.  If the item can be repaired please forward the original receipt of the expenses for consideration of reimbursement.  If the item is damaged beyond repair, please forward the original receipt of purchase for the damaged item along with the damaged item to the address noted below for review and evaluation.   United Airlines Customer Care 900 Grand Plaza Drive NHCCR Houston, TX 77067 Case  10757982   We’re always glad to hear from our MileagePlus members. Thank you for flying United Airlines and we look forward to assisting you.   Regards,  Jacqueline [redacted] Corporate Customer Care Case: 10757982

Dear Mr. [redacted]:I am responding to the information you forwarded to the Revdex.com.  I am sorry to hear your bag was delayed when you arrived in Chicago on December 13, 2017.  I also understand your disappointment that you incurred additional expenses during this stressful...

time.  As a goodwill gesture I have issued you a $400.00 electronic travel certificate that will be emailed to you in a few days.  I have also attached a claim form that must be filled out in order to be reimbursed for the out of pocket expenses you incurred. After our Baggage Desk reviews your claim they will contact you.Thank you for your patience on this matter and I hope you and your family have a nice holiday season. Regards, Susan [redacted]Corporate Customer CareCase: 13355897

Dear Ms. [redacted]: Thank you for your reply.  I appreciate having another opportunity to address your concerns and request.  I apologize for any possible misunderstanding regarding my previous response; and regret to learn you have not found your duffle bag. I can only imagine your disappointment and frustration when you bag(s) were not delivered upon your arrival; yet to have not received your bags after your trip.  We work very hard to unload baggage and make it available as soon as possible. At times, unexpected issues make this difficult. This doesn't excuse the delay, but please know I apologize for any inconvenience. We'll continue to streamline our operations. Your feedback helps us focus on these areas.   So we may assist you in locating your bags and process your claim, we ask that your contact our Baggage Resolution Center at 1-800-335- BAGS.  Our agents are highly trained to assist you with your bag(s); they are open 24 hours / 7 days a week. When calling our Baggage Resolution Center, please have the following information readily available:Baggage Claim  NumberConfirmation NumberFlight number(s)Travel Date(s)Origin/Destination (all travel cities involved). Again, I apologize we have not met your expectations, and we ask that you give us another opportunity to regain your trust.    Regards, James [redacted]Corporate Customer Care Case ID - 10932385

Complaint: 11249927
I am rejecting this response because: Whatever regulation that you use, at the end of the day, I would like to know, why did United issue a ticket without knowing the rules in Thai or other carrier that you use code sharing. It is wise to offer a correct and not misleading ticket. When you issue a misleading ticket, it is just as good as delivering false promise. Don't you think so? If you can not return the cost of the 360 GBP, I suggest that you return the miles and refund the tax on the travelling. Assume that the ticket is cancelled and refunded. After all, the ticket that you issued is misleading anyway. What is the point of paying a misleading and false product?  
Sincerely,
Robertus [redacted]

Revdex.com: I received a check today from United.  Please close my complaint.   Thanks! Sent from my iPad

Dear Mr. [redacted]:I'm responding to your correspondence filed with the Revdex.com regarding your January 8, 2017 travel from New Delhi to Newark.I can only imagine how upsetting and frustrating the cancellation of Flight 83 must have been.  We're constantly looking at how we can...

improve when handling these situations.  I apologize for the inconvenience and hardship the cancellation caused for you and your wife and regret you were disappointed in our response on January 24(Case ID [redacted]) and April 21 (Case ID [redacted]).I am sorry our cancellation disrupted your important plans; this was definitely not the experience we wanted for you.  Recognizing the significant impact the value of the travel certificates that were issued on April 21, 2017 was elevated to $600.00.  Although a refund is not applicable since transportation was provided, we could credit 30,000 bonus miles to each MileagePlus account instead.  Please consider this option and let us know if the mileage credit would be more valuable.   We appreciate your business and loyalty as a MileagePlus member and welcome the opportunity to provide better service for you the next time you fly with United.Kindest Regards, Laura [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:I am responding to the additional information you forwarded to the Revdex.com.  I was able to make an exception and deposit a portion of the expired miles back into your account. 100,000 miles were redeposited and your MileagePlus account should be updated shortly.  I have also voided out the $200.00 travel certificate since we were able to redeposit some of your miles.  I will not void out the $500.00 travel certificate, I realize you have spent a great deal of time on this matter and I apologize.I am glad I was able to assist you and have a nice day.Regards,   [redacted] Corporate Customer CareCase:  [redacted]

Dear Ms. [redacted]:I regret to hear that you are unable to travel due to a medical emergency.  When you purchase a ticket that is non-refundable and you make any changes to the ticket you do have to pay a $200.00 change fee and the difference of any airfare when your ticket is reissued.  All...

tickets are valid one year from the date of issue.United Airlines does have a illness policy.  With the illness policy, you call to cancel your reservation.  When you are ready to travel you contact United Reservations using your original confirmation number.  You advise the agent of your new dates of travel.  The agent will then advise you of any fare difference and advise you of the change fee.  You will be responsible to pay the fees.  After the ticket is reissued, you then can go online to united.com, refunds and send in a copy of your DR's letter and/ or ER paperwork and United Airlines Refunds department will refund you change fee which will be $150.00 as there is a $50.00 processing fee.United does not refund tickets that are purchased as non-refundable.  Your certificate was used for the reservation and we do not reissue used certificates.   Ms. [redacted], on behalf of United Airlines we hope that you are feeling better and will have the opportunity to travel with us soon. Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your experience on our web site on January 2, 2017.I'm sorry to hear about the problems you experienced on our website, I can understand your disappointment when you noticed...

inaccurate information regarding premier qualifying miles, segments and dollars for the trip to Athens on Air Canada.   Thank you for providing the screenshots of the error. It's a tremendous help in identifying and resolving this issue. We'll take it from here. Our Technology team is hopeful this will be fixed soon. We'll work to provide you a more user-friendly website and seamless experience.   We do appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with United.  Regards,[redacted] Cook Corporate Customer Care

Dear Mrs. [redacted]:We appreciate you contacting us through the Revdex.com. I'm very sorry to hear of the trouble you experienced with getting a refund of your ticket. 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 so that I may research your request. Passenger name(s):Frequent flyer number (if available):Flight Number:Flight Date:Ticket Numbers (13 digits beginning with 016):Confirmation number:Approximate Departure Time:Flight from:Flight to: 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.Regards, Marleina [redacted]Corporate Customer CareCase: [redacted]

Dear Mrs. [redacted]:   We welcome the opportunity to address your concerns regarding your future travel plans.   I'm sorry for the inconvenience you experienced.   Star Alliance provides customers seamless travel options to countries across the world. The member airlines are...

linked with special software that permits through check-in, luggage transfers and boarding passes.      Flights operated by certain partners require a 24-hour hold so we can ensure that your preferred flight and seat are processed with that partner.  Once we receive confirmation of your itinerary from the partner airline, we will notify you via email.   Should you need further assistance, please contact our Reservations agents have the most updated information on policies and procedures related to tickets and fares. To speak with one of our reservations professionals, please call: 1-800-UNITED-1 (1-800-864-8331) from the U.S. and Canada. For a list of touch-tone menu options, see the U.S. and Canada reservations contact information page on united.com. Our website is also the place to go for the latest news, travel tips, a cutting-edge new smartphone app, and much more. Mrs. [redacted], we appreciate your business and we look forward to welcoming you onboard your future United Airlines flight. Thank you for flying the friendly skies. Regards,Valerie [redacted]Corporate Customer CareCase 9977951

Dear Mr. **: We apologize for the flight cancellation you and Ms. [redacted] experienced on April 23, 2016, which re**lted in your traveling the following day on Flight **.  We recognize how important it is to you to get to your destination on time, and we never want to disrupt your travel...

plans.  As with any airline, United's flight schedules are **bject to change due to equipment changes, weather challenges or any number of operational is**es.  Although we regret any inconvenience the cancellation of Flight 19 caused you, your feedback will help us as we strive to meet this goal.         And we are truly sorry for the negative impression you received from the flight attendants who served Flight ** on April 24.  We realize that the friendliness and quality of the service provided by our flight attendants greatly influences our customers' perception of United. Customer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offer.  Your feedback is very helpful, and our Inflight Services management will truly benefit from your comments. Mr. **, our records do reflect that you already selected a goodwill gesture from United's appreciation website for Flight **. You chose a $125 electronic travel certificate.  However, Ms. [redacted] has not selected her goodwill gesture.  Although United does not is**e ticket refunds in any situation in which transportation has been provided, as was the case, we do hope you will give us another chance to regain your confidence in United by redeeming the certificate toward a future ticket purchase with us and that Ms. [redacted] will visit the appreciation website soon so that she will receive her goodwill gesture, as well. Thank you for your patronage as MileagePlus members.  We look forward to providing you and Ms. [redacted] with a more positive travel experience. Sincerely, **zanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Dear Mr[redacted]:I'm responding to your communication filed with the Revdex.com.I'm sorry for the circumstances you have described about your travel experience in August 2014.   When traveling internationally, customers need to present a valid passport from their country of...

citizenship and your U.S. Permanent Resident Card. For future reference, it's best to verify current document requirements with the nearest consulates of the countries to be visited. Our records indicate the tickets were non-refundable and a $200 change fee would apply for changes. Although tickets are only valid for one year, given the situation we will issue each of you a $600 travel certificate. The electronic vouchers will be delivered separately via email ([redacted]@yahoo.com) within the next 3 business days and can be redeemed by the person(s) 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 Mrs. [redacted]:   I'm so disappointed to learn about our employee's actions.   Please accept my apology. You should always have a positive experience with United. From what I read in your email, we have room to improve. I'm going to send on your feedback to help us improve the way we...

provide exceptional customer service, with dignity, respect and professionalism on your next flight. Once again, I'm sorry for any inconvenience.   I regret that you did not get the seat you reserved on your recent flight, and sincerely apologize for any inconvenience this may have caused you.  We do our best to accommodate individual seat requests, but unfortunately, due to potential operational changes, we are not able to guarantee seat assignments. Advance seat assignments are offered as a courtesy to our customers, and we hope to be able to do so for you in the future.  You may find this information on our website at www.united.com in the contract of carriage Rule 4 subsection D.  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 appreciate your business and loyalty. We look forward to a future opportunity to provide the service you deserve on United.   Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...