United Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11591739, and find that this resolution is satisfactory to me.
Sincerely,
Stanislav [redacted]

Complaint: 11530735
I am rejecting this response because:
Sincerely,
Stacy [redacted]I wasn't delivered to my original place I bought the ticket to. I had to pay extra to get to where I needed to be.

November 1, 2017Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence regarding your refund to the attention of United Airlines.I am very sorry for the confusion you are experiencing, I realize this has taken a lot of your time. The normal process for refunding is that...

United Airlines will refund directly back to the original credit card - that is the only option we have. If the credit card is no longer active, the actual credit card company receives that money and, in turn, sends it to their credit card customer. To date, our records show the refund was sent to the original credit card company and has not been returned to us. I have, however, sent this information to our Refunds department. I there is any information to the contrary, they will contact you directly.Thank you for your understanding.Kind Regards,Judy [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your travel experience with our United Express partner, Trans States America, on March 12, 2016.  We...

strive to accommodate carry-on bags for the greatest number of customers possible.  However, it is important to note that baggage allowances for United Express flights may differ due to smaller overhead bin space.  If your itinerary includes other carriers, carry-on restrictions may apply.  Please be sure to keep this in mind when traveling with our United Express partners in the future.  As such, it is not unusual for a passenger to have an item he/she intended to carry on a United Express flight checked at the gate as checked baggage.  If you should have further questions regarding our carry-on policy, visit united.com.  From our home page, select "Travel Information," "Baggage information" and "Carry-on baggage" for more information. We understand your carry-on item was checked at the gate as checked baggage, and we are sorry to learn you report damage to the contents of your carry-on baggage.  In the interest of good customer relations, we are providing you with an electronic travel certificate.  The electronic travel certificate can be used to help offset the cost of a future ticket purchase with us, and you will receive the electronic travel certificate under separate cover via email within 48-72 hours.  In the meantime, your patience is appreciated.    Thank you for your support as a MileagePlus member, Mr. [redacted].  We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Dear Mr. **:I'm responding to a rejected response forwarded to us from the Revdex.com.Thank you for the final opportunity to address your concerns regarding your recent flight.  After further review, we again found that United Airlines complied with all of the applicable regulations at the time of your flight and per the Terms and Conditions of your ticket and our Contract Of Carriage when you can view on United.com. "Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditions. By purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage".To stated we offered no apology for the level of concern your raised it not true.  We have apologized in every email and thanked you for your business as well as advised you that our policy was carried out per our Contact of Carriage.Again, We value your feedback regarding your recent experience with us. From what you describe, we failed to meet your expectations for providing good service. Please accept my sincere apologies. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10571074 Tell us why here...

Dear Mr. [redacted]:
We’re always glad to hear from our MileagePlus members. Thank you for flying the friendly skies.
I am responding to your communication sent through the Revdex.com.
Please know I have reviewed your refund request sent to our Refunds Department.  I see they...

emailed you on December 28, 2015, confirming a charge back and to check with your credit card company.
We appreciate this opportunity to respond and look forward to serving you.
Regards, Lilia [redacted]Corporate Customer Care9965032
 
 PASSENGER: [redacted]/INNA TICKET(S): 016 2928 994 628 REQUEST ID: 19718845 Dear INNA [redacted]:  Thank you for contacting Customer Refund Services regarding the above referenced ticket. Your ticket inquiry pertains to a credit card. In order to research your claim, additional information may be required or you may be required to take a different action on this request: Please review the selected option(s) needed.   •A chargeback has been received. Please follow up with your credit card company.   If we can be of further assistance, please contact one of our Customer Service Representatives via United.com by selecting the Reservations option and then locating the Refunds link. The prompts will direct you through the process. 
 Thank you for choosing United Airlines. We value your business. Sincerely, Customer Refund Services www.united.com/web/en-us/content/reservations/refunds 872-825-9364

Dear Mr. [redacted]:Please send me your MileagePlus account number as well as your wife's account number so that I may review your accounts.  The mileage expiration is not a new policy as when Continental and United merge our OnePass and MileagePlus departments together, the mileage expiration...

was advised to all members.  When you log into your MileagePlus account, it clearly states the date of mileage expiration.  MileagePlus service center does send out emails to the members when the date of expiration is arriving soon so that our members know that it is approaching.I regret that you are stating that you and your wife were not informed of the date that your mileage would expire.Mr. [redacted], once I have received the MileagePlus account numbers, I will contact our MileagePlus department for reviewing as well as I will review your case file.Regards,Sheila [redacted]Corporate Customer CareCase 10168541

Dear Mr. [redacted]:  We apologize for any inadvertent misunderstanding and look forward to researching your letter in full. Please reply here with your 016 United Airlines ticket number as the reservation identifier [redacted] for July 28, 2016 needs validation. Alternatively, if you do not...

have the ticket number we need the first flight number and city pair scheduled for July 28, 2016. I look forward to hearing from you at your earliest convenience.  Regards,   Eve [redacted] Corporate Customer CareCase:  10698610

Complaint: 11138969
I am rejecting this response because:First of all, this was NOT an operational change. The aircraft, time and details of the flight were NOT changed. It is not acceptable for United Airlines to simply give away my seat to another passenger without notifying me before departure. Such notice could have been given easily via my email or cell phone. My objection is United Airlines’ failure to notify me and assist me in rectifying the stressful and unpleasant travel experience due to United Airlines’ negligence.
Sincerely,
Suist [redacted]

Dear Kolte [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com. 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.  This information is clearly outlined in our Contract of Carriage and on united.com. 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.  We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10600657

Complaint: [redacted]
I am rejecting this response because: It seems that this is coming from a machine and not a person.  I am holding you to your response stating that you honor what was originally ticketed and this was originally ticketed and I have the copy!  I want my bag fee put back to $0.00 as stated on my original booking receipt!
Sincerely,
[redacted] Li [redacted]

Dear [redacted] I apologize you had duplicate charges on your credit card.
In order to research and/or refund the duplicate charges, we do need to have the document numbers associated with the charge(s). Would you please forward the 13-digit ticket numbers so I can research your...

request?
Unfortunately I am unable to provide an upgrade as compensation for this issue.  
However, as a gesture of concern, I will send you a travel certificate that will arrive to your email address within 72 business hours. It is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust.Our goal is to create the world’s most Flyer Friendly airline. We still have room for improvement, but that’s the direction we’re headed.As a Mileage Plus member, we appreciate your business and thank you for flying the friendly skies.Regards;[redacted]Corporate Customer CareCase [redacted]

Complaint: 11123973
I am rejecting this response because: they canceled this early contrary to their terms & conditions and a confirmation email. I will take a credit to the card used to purchase this misleading fare lock. I have no intention of using united.
Sincerely,
Kelly [redacted]

Dear Ms. [redacted]:As your email from [redacted] states:"Call 1-800-237-1078 to book your new itinerary. Please provide the itinerary number ([redacted]) and airline confirmation code () to the representative.". The [redacted] itinerary number: [redacted] is only valid with [redacted] and when booking your new itinerary with them; it is not a valid number with United.In order to assist you and to research this matter further, we will require the following information:• United Airlines ticket number(s)• United Confirmation number:• Passenger name(s)• Frequent flyer number (if available)• Flight number• Flight date• Approximate departure time:• Flight from:• Flight to: Upon receipt of this information we will research and respond to your concerns.Regards,   James [redacted] Corporate Customer CareCase:  10797440

Dear Mrs. [redacted]:I am responding to your communication sent through the Revdex.com.  I understand you are dissatisfied with my colleague’s response and goodwill gesture.You asked us to reexamine your request, and we have done so.  Your request for additional compensation is...

understandable.  However, passengers do not receive compensation from United for costs resulting from weather, air traffic conditions or other circumstances beyond our control.  All things considered, we do support our earlier decision.  The certificate was not intended as compensation to reimburse you for the ticket you purchased or to compensate for your dissatisfaction.  It was offered strictly as a goodwill gesture for your delayed bag.While I understand you do not feel it is meaningful given your circumstances, I hope you will accept it in the spirit in which we have intended.  Regards, [redacted]Corporate Customer Care[redacted]----Dear Mrs. [redacted]:I'm sorry to learn of your unpleasant experience. I understand that United flight [redacted] from Omaha to Chicago experienced delays on May 11, 2016 which led to you misconnecting with your flight to Shanghai. Our records indicate that United flight [redacted] was delayed due to weather and air traffic control issues. Both of those reasons are beyond United Airlines control. We do not compensate passengers in these instances. Our goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priority.I did read through your email and am sorry for the inconvenience caused when you were not able to retrieve your luggage. As an expression of our concern for your overall experience I have issued you a $100.00 electronic travel certificate. The certificate along with its terms and conditions will be sent to you in a separate email within 72 hours.Thank you for choosing United Airlines and for flying the friendly skies.Kind Regards,[redacted]Customer CareEZ [redacted]

Dear Ms. [redacted], I’m sorry to hear about the cancellation of your flight to Eureka Springs and for the delay in getting your baggage at San Francisco.  I share your concern that we were unable to provide a shuttle as previously advised.  This must have been frustrating experience...

after the long wait. I have requested a refund of the unused San Francisco to Eureka portion of your ticket.  Please keep in mind that all refunds are processed back to the original form of payment.   Although the cancellation of flight [redacted] was beyond our control, as an exception, we will be sending you a draft for the maximum that we allow for out of pocket expenses when flight irregularities occur.  The approval and delivery process may take up to 21 business days; however, processing can depend on volume and additional factors. I hope you receive it very soon.  The draft along with the refund will cover most of your rental car expenses. We hope that you’ll be able to use the electronic travel certificate previously sent to you so that you’ll have a better experience when you travel on United. We look forward to welcoming you onboard again soon.  Kind Regards, Dana [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:   Thank you for the concerns that you've expressed via the Revdex.com.    Our records indicate that my colleague, Don [redacted], sent the following response directly to you on January 22, 2015: Dear Mr. [redacted]:   Your email addressed to...

The US Department of Transportation regarding your experience with us on January 3, 2016 was forwarded to my attention. I’m sorry to learn you and your wife were not upgraded on flight 510; Los Angeles to Newark and I can empathize with your disappointment.   As you may know, your miles and co-pay are due at the time when you request an upgrade, even if you are waitlisted. We will automatically refund any miles, co-pay and taxes you paid if none of your flights are upgraded. Our records show the MileagePlus Upgrade Fee of $225.00 each for you and your wife was refunded to credit card ending in 6105 on January 4, 2016.   Despite the negative experience, we hope to have your continued business and support. As a MileagePlus member, your loyalty means a lot to us, and we’ll do our utmost make your future contacts with United satisfactory in every respect.   Sincerely,   Charles [redacted] DOT Specialist Corporate Customer Care Case ID [redacted]     In verifying our records, I was able to confirm that your refund, in the amounts of $225.00 per person, for the MileagePlus upgrade fee. Both of these fees, a total of $450, were refunded to your credit card ending in 6105, as of January 4, 2016. Please verify with your bank for this credit. The transaction numbers are: [redacted] & [redacted].   We appreciate your request to reverse the 35,000 miles that you transferred to your MileagePlus account; however, I must respectfully decline your request  as we are unable to reverse the entry once it has been processed. There is no method to transfer into a third party vendor.  Your point of view is important to us. United’s senior leadership reviews customer feedback on a regular basis.  Your comments help us identify ways to improve our products and services.  We continually evaluate policies and procedures that impact your decision to choose United.     We understand you have a choice of carriers; however, I remain hopeful our commitment to addressing your concerns will retain your business.   I appreciate your time and business and look forward to an early opportunity to regain your confidence.    Kindest regards to you.   Leyly [redacted] Corporate Customer Care [redacted]

Dear Mr. [redacted],   I’m sorry to hear that you missed the 45 minute cutoff for bag check at San Francisco by only a few minutes.   Unfortunately, there are times when we are unable to make an exception.  Our records show that your flight from Haneda arrived at San Francisco at 9:31...

a.m. and your connecting flight to Boise was scheduled to depart at 10:40 a.m.  This gave you a limited window of opportunity to check your bags again after retrieving your bags from the carousel and passing through Customs and Immigration.    I understand from your comments that you were disappointed in the level of service offered by our San Francisco representative and that when you called Reservations for assistance they were unable to help you.  Be assured that we always expect our representatives to be professional and helpful to our customers and accept our apologies for the inconvenience and negative impression this situation may have created.   You should be able to count on us for exemplary customer service, and based on your description of the events, we let you down this time. Although we don’t reimburse transportation costs if an alternate city is accepted, to help make amends and defray some of your out of pocket expenses, I will be sending you as well as Mrs. [redacted], 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.   Your honest feedback is appreciated as it helps us improve and provide better service.   We look forward to providing you with a better experience when you travel with us again.   Kind Regards,   Dana [redacted] Corporate Customer Care Case [redacted]     Tell us why here...

Dear Mr. [redacted]: Your recent message to the Revdex.com did not contain a ticket number or a doctor’s note.  As your request for assistance demands the attention of United Refunds, please be sure to submit your ticket information and doctor’s note online to United Refunds through United's website; the URL is as follows:   www.united.com/refunds.  Under the section "Select a refund type," please be sure to "E-Ticket refund."  The appropriate documentation needs to be attached to the refund request so please be sure to click on "Browse" to attach the document.  Information concerning "Documentation requirements and processing" is detailed on United’s website under “Refund request for nonrefundable tickets – unplanned event.”  Thank you for your cooperation, Mr. [redacted].  Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here...

Tell us why here...Dear Mr. [redacted]:The Revdex.com has shared your information with
United Airlines Customer Care Department, and we apologize for the baggage
delay you and your family experienced on November 21, 2015.  We are
focused on delivering solid operational reliability, and...

your feedback will
help us as we strive to meet this goal.    Our records reflect that you have been corresponding with
our Baggage Resolution Service Center and that you were notified by Ms. [redacted], Baggage Specialist, that your baggage was recovered and returned to you,
and Ms. [redacted] offered you a goodwill gesture for your disappointing baggage
experience.  If you have further
questions or concerns regarding this matter, please do not hesitate to contact
the Baggage Resolution Service Center at 1-[redacted] for assistance.Thank you for your support as a MileagePlus member, Mr. [redacted]. 
We look forward to providing you with a more positive travel experience.Sincerely,[redacted]Corporate Customer CareUnited Airlines Case ID [redacted]