United Airlines

Dear Ms.  [redacted]: I’m sorry you're disappointed in our ticket policy.   As part of the ticket’s rules, there is a processing charge for changes. Outside of that charge, you may need to pay for the price difference, too, if the same discount isn't available.I regret if that...

created any frustration. That’s not our intention. When booking your next flight, let us know and we can research tickets with less restrictions. As a customer service gesture I have documented the reservation to allow a waiver of the change fee. If the new fare is higher the difference is applicable. This ticket is valid one year from the date of purchase which is July 9, 2016. Please have the ticket number and confirmation number when you are ready to exchange this ticket, must be for the same passenger.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Kind Regards, [redacted]Corporate Customer CareCase ID [redacted]

Dear Dr. [redacted], I’m sorry to hear about the delay as well as the overall handling of the delay, and the level of service provided by our flight attendants. You should be able to count on us for reliable transportation and exemplary customer service, and we let you down this time. ...

Since you used your ticket for travel, I will be unable to refund your ticket.  Even so, I would like the opportunity to make things right with you and regain your trust. To help make amends, I will be sending you an electronic travel certificate that can be used to discount a future United ticket purchase.  You can expect delivery via email within 1-2 business days. From your comments you were unaware of the restrictions on our Basic Economy fares.  I see that you booked your ticket on our web site.  Since you booked on our web site, you should have received an email after your ticket was purchased advising of the restrictions of the fare.  I apologize if this email was not received.   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 your travels didn’t go smoothly.  Thank you for your patronage as a MileagePlus member and for choosing United. We look forward to providing you with a better experience when you travel with us again. Kind Regards, Dana [redacted]Corporate Customer CareCase [redacted]Tell us why here...

Dear Ms. [redacted]:I sincerely apologize for your flight cancellation on July 26, 2016.  It is never our intent to disrupt our passengers travel plans.Per United flight operations, UA858 was recorded as flight cancellation at 3:18PM due to mechanical issue as well as flight attendant legality...

(crew time out).  Safety is and remains our top priorty for our passengers as well as our employees.  When United Airlines has to delay a flight or cancel a flight we certainly understand that it impacts our passengers as well as our employees and air space/schedules.  When a flight cancels and we have to transport passengers to the terminals, we do have contract with area hotels for occurrences such as these.  Some of the hotels are closer than others while some are not.  If the hotels that are closer have no rooms available, then we have no choice other than to use the other hotels that ma be a bit further out from the airport.  We do not try to inconvenience our passengers anymore than what they have been inconvenience with the flight cancellation.  I understand that you feel that the compensation that United has offered is not adequate for you.  It is important to know that United Airlines is not required to offer any compensation for any flight issue or customer service issue other than an actual denied boarding in an oversold flight situation that is handled strictly at the airport.  When United does make the decision to offer compensation we do have strict guidelines to follow.  The compensation that was offered to you is for non-MileagePlus/Premier Silver members that were in economy class.  I regret that we are not able to provide you the compensation that you have requested which was $500.00 electronic travel certificate.  I have however made an exception and have authorized 6500 miles to be added to your MileagePlus account as a goodwill gesture.  Please allow 7 business days for the mileage to be reflected in your account balance.  Your current balance In your MileagePlus account is 3428 miles.Ms. [redacted], United Airlines did provide a hotel for you and rebook your travel on another flight for the following day.  I again apologize for your flight experience on July 26, 2016.Regards,Sheila [redacted]Corporate Customer CareCase 10692677

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear your MileagePlus account has been permanently closed and I understand your disappointment.  I did speak with our Corporate Security manager, Vickie, who stated she is unable...

to open up the account, or redeposit the miles.  She did review this case on February 27, 2017 and again March 02, 2017 and determined her decision.  Again, I am truly sorry for what took place and email us back if you have any additional questions or concerns on this matter. Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Complaint: 11576460
I am rejecting this response because:  You continue to ignore what your associate advised me of just days before.  You continue to attempt to defend your position by saying that your associate did not record or make any notes in respect to our conversation despite the fact that this would have been something that your employee would have needed to do. You refuse to be accountable for the actions and advising made by your employee.  Until you agree to make some concessions towards being accountable there is no way that I can accept your response which is completely devoid of accountability.  How can trust be restored in United as an organization when the word of their employee was broken with no consideration whatsoever to honor that word?  Why would a consumer want to engage in future business if this is your response?  
Sincerely,
Douglas [redacted]

Dear Mr. [redacted]: I am responding to your correspondence addressed to the Revdex.com regarding your June 8 travel to Frankfurt, Germany.I'm very sorry to hear your bag was delayed.  I can only imagine how frustrating that must have been when your bag was not located.  Our...

records show that our Baggage Resolution Center (BRC) processed your missing property claim and responded on October 3, 2017.  The Montreal Convention established the limits of liability for international travel.  In concurrence with the convention United Airlines maximum liability per ticketed customer for international travel is $1,900.00.  Even if the loss occurred on a domestic flight, the $1,900.00 limit applies if the flight was part of an international journey. You were initially reimbursed $1,500.00 by the Baggage Resolution Center for your lost bag.  The October 3 letter included a check for $400.00 representing our maximum liability of $1,900.00, for a passenger, minus the advance payment of $1,500.00 for the lost bag.  As a goodwill gesture a $1,000.00 Travel Certificate was also enclosed.I appreciate your business and longtime loyalty as a MileagePlus member. We look forward to a future opportunity to provide the service you deserve on United.Kindest Regards,Laura [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:I am responding to your complaint filed with the Revdex.com. I am sorry to learn of the circumstances that are preventing you from obtaining a higher Premier status in the Mileage Plus program.After contacting the Mileage Plus Service Center who handles the task of...

assisting with all Mileage Plus issues, I have been advised that it could take up to 30 days for a Premier status to be updated once the spending limit has requirement has been achieved.We deeply regret the multiplicity of unpleasant events described in your email.Comments from our customers are valuable in evaluation our performance and on occasion assist  when making positive changes in our organization.Your comments will be forwarded for internal review.Ms. [redacted], as a Mileage Plus member your satisfaction is important to us.  We recognize the loyalty you have demonstrated by making United Airlines your airline of choice and we wish to preserve that relationship.  We will do our utmost to make your future contacts with us satisfactory in every respect.  It is a privilege to serve you.Regards,   [redacted] Corporate Customer CareCase:  9703667

Dear Mr. **: We apologize for the difficulties Ms. [redacted] experienced with obtaining a gesture of goodwill from our appreciation website for Flight **.  Our records reflect that Ms. [redacted] contacted Customer Care on May 11, 2016, to let us know about the problems she faced, and she was provided with the $125 electronic travel certificate for Flight **.  Note that the PIN Code for the electronic travel certificate was emailed to Ms. [redacted]’s email address reflected in her MileagePlus account. We do hope Ms. [redacted] will have a chance to apply the certificate toward a future United ticket purchase.  Sincerely, **zanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

January 13, 2016 Dear Ms. [redacted]: I am responding to a correspondence received from the Revdex.com. I sincerely regret the circumstances described in your email and I am sorry that your stepson, Mr. Jako [redacted] travel plans were interrupted.   We are sorry for the...

inconvenience you experienced on your recent flight.   Direct customer feedback about our products and services is so important in helping us to improve.   Please know our goal is to operate every flight on schedule, every day. Unfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed or canceled. When this occurs, we want to minimize the impact to you as much as possible and keep you informed. We are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning process.   Also, I understand you confirmed his reservations on November 6, 2015 for departure on December 19, 2015 and returning on December 27, 2015 and the original published schedule changed. I realize how frustrating this must have been. 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.   We always look forward to welcoming our youngest passengers on board United. According to our past date records; since your stepson is 16 years old, our agents are not allowed to ask any customer their age and they would not ask your stepson because he was not traveling as an unaccompanied minor. If our airport representatives would have known he was an unaccompanied minor we would have put him in the unaccompanied minor room. In the future, when he is traveling alone you may have our Reservations representative document his record with a Special Service Request that this passenger is a “minor traveling alone.” This is the only way we can monitor individuals who are traveling under the age of 18. According to our policy as a 16 year old may travel alone and the unaccompanied minor fee does not apply here.   An unaccompanied minor fee will apply for children traveling on a non-stop flight that are between 5-15 years old. Please visit united.com and select "Travel Information,” "Special travel needs" and "Children traveling alone" for more information.   Also, I understand during the irregular operations he was not offered a hotel accommodation and the reason is because he is 16 years old and to be able to get a hotel accommodation he must be at least 18 years of age.   I checked our past date records and the customer’s father, Mr. David [redacted] contacted our Customer Care Department and received $150.00 electronic travel certificate as a gesture of our concern. The level of compensation that was offered to him was not intended to place a value on your experience but rather to make amends for your disappointment with our service. We hope you will accept the certificate it in the spirit in which we have intended. Thank you for allowing me the opportunity to apologize and register your complaint.   Ms. [redacted], we appreciate your business and support. We look forward to welcoming you and your family on board a future United Airlines flight.   Regards,   Mrs. Elizabeth [redacted] Corporate Customer Care United Airlines UAL: [redacted] Revdex.com: 11015729

Complaint: [redacted]
I am rejecting this response because management simply falls short in its ability to "re-accommodate customers", similar to the poor handling of the United passenger being dragged off a flight at Chicago's O'Hare airport. These are not isolated incidents, but a failure on management's part to proactively intervene on a growing systemic problem of re-accommodating customers. The travel certificate offered ($100) does not even come close to compensate me for the additional food I had to consume at the airport awaiting for my flight, which was delayed 3 times, dry-cleaning costs for having soaked my business clothes in my own sweat since we waited in a cabin with no air conditioning for over an hour, and rearrangement of pick-up services for my scheduled arrival at [redacted] International Airport. We arrived at our destination at 3:00AM ET Friday morning.
Sincerely,
[redacted]

Dear Mrs. [redacted], I understand that you called Reservations after you realized that you booked your ticket incorrectly and was advised the ticket would be refunded.  However, the ticket was not refunded and your refund request was denied by United Refunds.  Please accept my apologies for the inconvenience and negative impression this situation may have created. I have authorized United Refunds to refund ticket [redacted].  The refund can take up to seven business days for processing. Your patronage as a MileagePlus member is appreciated.  We are looking forward welcoming you onboard when you travel with us in June. Kind regards, [redacted] Corporate Customer Care Case [redacted] Tell us why here...

Dear Mr. [redacted]:I am responding to your complaint with the Revdex.com, reference number, [redacted].I apologize for the misunderstanding regarding the 35,000 miles being deposited back into your account. I am issuing 35,000 bonus miles as a way to apologize and make things right. Please...

allow a few days for the miles to post. We appreciate your business and loyalty. It's always a pleasure to serve your travel needs.Kind regards,Sarah [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: I am sorry for any misunderstanding that occurred in 2012 when making an inquiry about your miles. We received your information via the Revdex.com in reference to their case [redacted].   United frequent flyer miles have an18-month expiration, some sort of...

activity must occur to reset the clock on the time limit.  Although, the accounts are for the most part self-managed accounts, we did heavily advertise the merger policies, the expiration policies, and post it on Important Notices on united.com.   Additionally, we send out two forms of notices when nearing expirations, one is a third-party magazine offer to keep accounts active by purchasing magazine subscription for as little as 500 miles and the second is a regular notification.   Our records show you miles expired in 2013. Regretfully, we are unable to offer an exception to reinstate expired miles that have been expired for so long.   We recognize your disappointment and your membership with us, as a gesture of goodwill, I will deposit 10,000 miles into your account. Please allow up to three business days for the miles to reflect.   I hope that our next opportunity to serve you will earn a more favorable review.   Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Mr. [redacted]:   The Revdex.com has notified United Airlines that you have filed a complaint against us concerning the reservation you booked on March 16, 2017.   I'm sorry you were disappointed with the schedule changes to your itinerary.   I understand this isn't...

how you wanted your trip to begin. I'll pass along your feedback so we can continue working hard to be the airline of your choice. If you need any assistance with the changes, please contact Reservations at 1-800-UNITED-1 and we'll do all we can to help. We want to deliver the schedule you need, but sometimes there are operational limitations. I apologize for the inconvenience.   Also, I appreciate you took time to share your thoughts about our services. I understand your suggestion to allow schedule changes to be accepted through our United Airlines app and to have the option to receive these types of schedule change notifications by text message.   Your constructive comments help us to improve our products and to gear them towards your needs. We'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with us. It's important that we listen to our passengers now more than ever.   On behalf of United, we look forward to welcoming you aboard your next flight.   Regards,  Candance [redacted]Corporate Customer CareCase:  [redacted]

Dear Ms. [redacted]: Thank you for speaking to me earlier today by telephone regarding your request for a review of our previous response and your disappointment in the electronic travel certificate previously issued to you as a goodwill gesture. As we discussed, I am sorry that we are unable to refund your partially used ticket under confirmation code [redacted].  However, I will be issuing you a draft check for the difference in fare between the two tickets you purchased to the mailing address on your MileagePlus profile, in an effort to bring this matter to an amiable resolution. Please know that your business is important to us.  We hope you will give us another opportunity to meet your future travel needs. Regards, Ms. Candance [redacted]Corporate Customer Care Case Files [redacted] [redacted]

December 28, 2015 Dear [redacted]: We are sorry to hear of your complaint filed with the Revdex.com regarding a reservation for travel with us.   In order to properly address your concerns, if we may respectfully request for you to please provide us with the travel...

details such as; traveler’s name as it appears on the ticket, flight numbers, travel dates and origin and destination cities. [redacted], your cooperation and understanding are very much appreciated.  We look forward to hearing from you at your earliest convenience with the information that is being requested. We wish you and your family a Happy Holiday Season. Sincerely,
[redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Ms. [redacted]:Thank you for contacting United Customer Care again through the Revdex.com.  We appreciate your valuable feedback regarding your recent experience and difficulties with your baggage and our agents.  We are sorry you feel United has not handled your issue...

promptly or properly. We will forward  your comments regarding the service provided to you to our executive management team for review with our baggage personnel. It is important for them to know how you and your family's travel plans were affected.  We apologize for the inconveniences, delays, and frustration this situation may have caused you and regret the poor impression created.  We certainly strive to do a better job than described.  Please know your comments will help us in future policies, procedures and protocols to create an airline receptive to your needs.While we cannot undo the past challenges faced both with the baggage damage and delays as well as when dealing with our staff, we would like to offer a gesture of goodwill for the multiple concerns experienced.  As a gesture of goodwill for your inconvenience and thank you for your continued loyalty and patience, we will provide each of youo a travel certificate, emailed separately within 7 business days, good towards a future United flightWhile we are glad your suitcase was replaced, if any claim with your bags are still unresolved, or if you wish to file a claim for reimbursment of the necessities purchased when your baggage was delayed, please contact our Baggage Services Desk at (800) 335-2247.  We thank you for your patience, business and loyalty.  We’re always glad to hear from our MileagePlus members and thank you for flying the friendly skies.Regards,   Joe [redacted] Corporate Customer CareCase ID 9759309

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 Ms. [redacted]:  I'm sorry you were disappointed with the schedule change. I apologize for your disappointment with your changed reservation and understand your frustration. While we do reserve the right to make schedule change, we do our best to minimize them.  But when they...

do occur and we arrange for your alternate flights as close as possible to your original reservation. I am sorry your reservation was not satisfactory; which is why you opted to refund your tickets On behalf of United, we look forward to welcoming you aboard your next flight.  Regards, Lilia [redacted]Corporate Customer Care[redacted]

Dear Dr. [redacted]: I have searched thorough our database and do not see a complaint that you have submitted for your carry on baggage as you have stated that you submitted a complaint received an acknowledgement but no response.I did retrieve your ticket and do see that you purchased your tickets...

online on United.com.  The tickets that you purchased were Basic Economy Fare tickets which does not allowed any changes to your flights, no carry on baggage, no advanced seat assignments and no mileage accrual.  When you purchased the tickets online, once you selected the flights, a note will show you on the left side when you select your fare that you are selecting basic economy fares and it will display the restrictions and at the same time show you what the regular economy fare is so that you can make a choice of either fares.  Once you select the basic economy fare you have to agree that you understand the restrictions of the fare before the site will let you proceed with the purchase.United Airlines will not refund your carry on baggage charges Dr. [redacted] as you selected the fare that you wanted to purchase online at United.com.United Airlines does appreciate your business and we look forward to serving you and your son on your next United flight.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]