United Airlines

Dear Mr. [redacted]:When a passengers purchases a non refundable ticket and they are unable to travel, their ticket is valid one year from the date of issue.  The passenger when ready to book new flights would pay a change fee and any difference of the airfare that is given at the time.  If...

the passenger cancels his or her ticket prior to the flight, yes the seat will be sold as the passengers no longer holds a seat on the aircraft.  If the passenger does not cancel the flight prior to the flight departure, then the ticket is shown as a no show and standby travelers will be accommodated.  We do not refund non-refundable tickets.I sincerely apologize that the flight attendant would not allow your mother to use the restroom.  I certainly do not know why the flight attendant would not allow your mom the use of the restroom unless it was during departure or landing or unsafe for her to move about the cabin. I will certainly forward your feedback to our inflight division for a full flight incident report to be attached to your case.  I was unaware when reading the Revdex.com complaint that the person you are writing about was your mother until you stated in your final statement. Mr. [redacted], all United Airlines Representatives are expected to treat our passengers with dignity and respect at all times.  I  regret that you felt that the flight attendant was rude to your mother and forbidden her to use the restroom.  It is very disappointing that your mother is crying and stating that she is dying, as our flight attendants should have at the time of hearing her say those words should have immediately requested for medical personal and utilized the inflight medlink and notify the captain.  This should never be taken any other way than serious.  Again, I sincerely apologize for your mother's experience and please refer to the ticket date as the non-refundable ticket is valid one year from the date of purchase.United Airlines understands Mr. [redacted] that you do have a choice in choosing airlines for future travel.  We certainly would be happy to welcome you and your family onboard another United flight.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Complaint: [redacted]
I am rejecting this response because:I was inconveniences and it costed over 200. My room for the extra night was almost 200. I had to arrange stuff for my children which cost me money, transportation etc. I 2ould like to be compensated at least 450 bc this is not new with united. They have horrible customer service and are never trying to acco no date us. 
Sincerely,
Aisha [redacted]

December 21, 2016Dear J. [redacted]I am responding to a correspondence received from the Revdex.com.
I'd really like to help you but I’m missing some details I need to review your request and I contact our MileagePlus Service Center on your behalf.

Try to provide as much of the...

following information as you can, along with a brief summary of your request.

• Passenger name(s):
• Frequent flyer numbers:
• Flight Number:
• Flight Date:
• Ticket Numbers (13 digits beginning with 016):
• 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'm so sorry you felt you were treated unfairly. It wasn't our intent to leave you with a negative impression of our service and I can imagine your disappointment.
Also, you mentioned your suitcase was damaged, and I am sorry to hear your checked suitcase was damaged. We sincerely apologize for the inconvenience this has caused you and your family. Situations such as this are no more acceptable to us than they are to our passengers, and I can assure you that your experience is not typical of the standards we maintain.
Our corporate offices are unable to handle baggage damage related issues. For this reason the responsibility of damage baggage is delegated to airport baggage claim representative. If you filed a damage claim you will need to contact the damage claim representative at the Seattle airport at (206) 965-2248, and provide the damage claim reference file number. The damage claim representative will be able to assist you.
Thank you for your patience and understanding, and I look forward to hearing from you soon.
Regards,
Mrs. Elizabeth [redacted] United Airlines
Corporate Customer Care
UAL: [redacted] Revdex.com: [redacted]

Dear [redacted], Taiquitha T:I'm responding to a complaint forwarded to us frrom the Better Business Bereau.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, along with a brief summary of 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, LeMarkus [redacted]Corporate Customer CareCase: [redacted]

Complaint: [redacted]
I am rejecting this response because: as again stated I have not flown in 42 years so why would I use these certificates especially to your airlines, yes it was very ununforunated that you can not just credit my accounted I really did not want to have a civil lawsuit against your airlines because someone in your airlines cancelled my tickets are an unknown reason, that not one of you can explain why this happened. As far as redeeming me for my [redacted] it was only fair as I had addititexprnses due to being stuck in Newark because again my two flights being cancelled.so I gave you opportunity after opportunity to try and settle this, with no luck, you will now be in contact with my lawyer, it’s a shame that it had to come to this, but you cannot seem to understand that I would not use these vouches especially with your airlines, I and my son lost a day of pay that’s to the stupidness of someone there, I have asked you multiple times to list the the tape that you say you have record of, again, you will be hearing from my lawyer, since you cannot seem to settled this matter! 
Sincerely,
Rosaria  [redacted]570[redacted]

Complaint: [redacted]
I am rejecting this response because: I only receive partially refund. On March 9, or other day as UA explained, there are only refund for 168.60, 12.80 **d 12.80.  There are **other 2 of 75 dollar were not refunded.If you did refund that part, please provide detailed info: when was the 2 x 75 refunded? what is the reference number? What card did you refund it to?75 x 2 is the missing refund for this transaction. I have spent lots of time on this. 
Sincerely,
Weitian **

Complaint: [redacted]
I am rejecting this response because:Still have not been reimbursed for my damaged bag.
Sincerely,
Ryan [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 provided, of course, that my claim is settled to my satisfaction.
Sincerely,
[redacted]

Dear Ms. [redacted]:Your email via the Revdex.com [redacted]) clearly expresses your disappointment with your recent customer service. I would like to extend my personal apology for the negative impression to your schedule; your frustration is certainly understandable. I am so sorry...

the other carrier in your travel plan did not confirm their space, and we were not able to offer a comparable alternative. Normally, when including other carriers in a travel plan, we caution to allow some time for the other carrier to confirm the space in their system.  Once confirmed an actual ticket number will be issued. If the other carrier’s system does not confirm the space, our reservation department will work with you to attempt to locate an acceptable alternative.  However, we are not able to guarantee the same fare, as we cannot influence another carrier’s pricing. While our department mainly works with past date travel, if you have a confirmation number, I will be happy to have one of our agents review it for you. In the meantime, as a gesture of customer appreciation, you will receive a $100 electronic travel certificate.  The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines.  Please allow two business days for delivery on a separate cover to your email. As a MileagePlus member, we hold your loyalty in high regard. Thank you for making us aware of the situation and for the opportunity to assist you. 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]

Revdex.com:Here is the information that was requested. Passenger name: Hong [redacted]Frequent flyer number (if available): N/AFlight Number: April 21 LAX to ORD United 1897; ORD to TYS United 4589May 14 TYS to DEN United 4476; DEN to LAX United 701Flight Date: April 21 out of LA and May 14 out of KnoxvilleTicket Numbers (13 digits beginning with 016): 0167954788887United Confirmation number: [redacted]
Sincerely,
Bradley [redacted]

Dear Ms. [redacted]: My apologies for the inconvenience you have expressed. MileagePlus has been contacted on your behalf and they have reinstated the 84,157 miles in Mr. [redacted]'s account: [redacted]. Please be advised these miles will expire on February 28, 2018 if there is no further activity...

in this account. 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. [redacted]Corporate Customer Care Case [redacted]

Dear Ms. [redacted]:I am responding to your communication submitted to the Revdex.com.Based on your comments I understand that your carry-on had to be gate checked on your flight to Little Rock and that when you arrived to your destination you discovered the bag and its contents were...

damaged. I apologize.  Please know that our staff will do their best to ensure everyone's bags are able to fly in the cabin. There are times however that we are not always able to accommodate every carry-on and may require some bags to be gate checked. Still, its never our intention for damage to occur. When it does, as long as it is reported to the airport baggage office immediately or by calling the United Airlines Baggage Resolution Center within 24 hours (domestic), 7 days (international) to set up a damage advisory report, the airport baggage staff will do everything in their power to resolve the issue within their guidelines. However, I must advise you that our Customer Care department does not process damage claims. Airport personnel determines all resolution locally. In researching your information, our records indicate that you have been in contact with our Baggage Resolution Center. Given the claim (BOLT File: [redacted]) is still opened, we have asked that a representative from our Baggage Resolution Center contact you directly to discuss your baggage concern. You should be contacted shortly - in the meantime, your patience is appreciated. Regards,Julie [redacted]Corporate Customer CareCase ID: 10615941

Dear Ms. [redacted]:   I’m very sorry for the disruption to your travel plans. You needed to be at your destination as we promised and I sincerely regret your expectations weren’t met. We really work hard to maintain flight schedules; however, sometimes unforeseen circumstances present operational challenges. I know your time is valuable and understand your disappointment.   I took care of this for you and submitted a refund request. Your reference number is [redacted]. United Refunds will contact you via email once the refund is completed. Please allow up to 10 business days for processing. 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 for letting me resolve the issue.    From reading your email, we let you down. I’ll make sure to pass your feedback on so we can improve. That’s our first step. I’m also sending you an Electronic Travel Certificate, which will arrive via email in a few days. We want to deliver a comfortable and on-time flight. I hope your next one brings you that experience. Once again, I'm sorry.   Thank you for your business and loyalty. We look forward to serving you on your next United flight.   Regards,   Markeia [redacted] Corporate Customer Care Case ID [redacted]

Dear Ms. [redacted]:
 
Please know in regards to your request , we have fulfilled our obligation, by refunding the ticket to the credit card that was used for purchase. (as per our policy)
 
You must now contact Capitol One for any further action on this refund. As this was refunded to Joels credit card, this would now become part of his estate, as to which this is between yourself and your lawyers how to handle this.
 
However our contractual obligation has been fulfilled. There is no additional monies due, nor may we direct the payment elsewhere.
 
Again my apology for any confusion.
 
 
Regards,
 
[redacted]
Corporate Customer Care
Case [redacted]

This is in response to your Revdex.com complaint #[redacted]. I apologize that your seat was different from what you originally booked. I know this is not how you envisioned your travel.  We want to give all families a great travel experience, and I'm sorry this didn't happen since your seats...

weren't together. I can imagine how upsetting this must have been for the family. While there are operational changes, which can lead to seat assignments being changed, we'll try our best next time to exceed your expectations. I'm sorry it didn't turn out this way for your family's flight.  I have authorized a refund for your upgraded seat on your return leg from Nashville. Please allow up to 10 business days for the refund to reflect on your credit card statement. We appreciate your business and look forward to welcoming you on your next United flight.  Kind regards, Sarah [redacted]Corporate Customer Care    Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I do not believe that United Airlines appreciates the very essence of Customer Service. Just because I bought a ticket on United Airlines and as a consequence agreed to their 'fine print' passively does not mean that I can be treated badly. Further, it also does not mean that United Airlines can offer 'gesture miles' in the amount that they think is appropriate. The reason why miles are offered as compensation should incorporate what a first-class cabin ticket costs in today's market and the miles should be credited accordingly. Finally, First-class cabin tickets are meant to offer a first-class experience and when that turns out to be the worst experience then flying in a first-class cabin is pointless!
Sincerely,
[redacted]

Dear Ms. [redacted]: Your correspondence with the Revdex.com has been forwarded to my attention for review.  Please accept my apologies for the disappointment you have expressed regarding the miles that have expired in your MileagePlus account.  Our rules governing the program are...

published on our website at www.united.com.  The published rules state that if there is no account activity for 18 consecutive months, a member is subject to the loss of accrued mileage on the last day of the 18th month. Any member who has failed to earn mileage for a calendar month may, at United's option, be excluded from receiving newsletters, statements, correspondence or other materials, including notifications of Program changes or special promotions, until the next quarter in which such member earns mileage. Ms. [redacted], I recognize that this is not the answer that you had been hoping for, but your feedback on this policy is very important and valued.  Our leadership team routinely reviews business policies that negatively impact our customer's perception, and on many occasions has resulted in us making changes that benefit you, our customer. Best regards,   Mary [redacted] Corporate Customer Care Case ID: [redacted]   Tell us why here...

Dear Mr. **:I have retrieved your daughter's confirmation number and do see that you are referring to Air [redacted] flight [redacted] that you daughter was traveling on.  Her reservation sir indicates that your daughter is 8 years old and traveling with her mother on her outbound flights and traveling...

with you on her return flights.United Airlines does not offer compensation for any other airline as we do not have access to any other airline's flight operations.  We can not see what another airline's flight  issues are such as cancellations, delays or flight diverts.I clearly understand that you booked through United as you had to due to the fact that this was a mileage reward ticket.  My suggestion would  be reaching out to Air [redacted] directly to see if they were issuing compensation or hotel accommodations for passengers that were delayed.  You were according to your daughter's reservation traveling on the same flight so your seeking compensation for you and your daughter from Air [redacted].Mr. **, United Airlines does appreciate your business and we look forward to serving you and your family onboard your future United flight.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:   I can imagine it was very frustrating to wait so long on hold. We had a very high call volume and I apologize for the delay. We want to provide the timely assistance you expect. Thank you for writing; your honest feedback helps us improve our service....

I'll report your feedback so we can review staffing and determine how to improve.   From reading your email, we let you down. I’ll make sure to pass your feedback on so we can improve. That’s our first step. I’m also sending you an Electronic Travel Certificate, which will arrive via email in a few days. Once again, I'm sorry.   Thank you for your business and loyalty. We look forward to serving you on your next United flight.   Regards,   Markeia [redacted] Corporate Customer Care Case ID [redacted]

December 30, 2015   Dear Mr. [redacted]:   I am responding to your communication addressed to the Revdex.com.  We appreciate the time you have taken to contact us again.  On behalf of United Airlines, I regret to learn of your continued disappointment.   Please know that our responsibility in Customer Care is to apologize for any possible disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures, which I have done.    Also, I have contacted our Refund Department on your behalf to gather information on how your refund was calculated for the unused segments of your original ticket.  I was advised that you exchanged your original ticket [redacted], worth $728.20 for ticket [redacted] worth $486.20.  Your travel agency provided you an MCO certificate valued at $242.00 for you to use towards travel on a future ticket as your ticket was issued as non-refundable.  This ticket was then reopened by United, and then when exchanged for your return travel, you received the $224.60 refund for the unused outbound portion.   I am sorry for any inconvenience this situation has caused, and I regret that you feel our staff did not properly address your concerns, but our staff did reissue your return on ticket [redacted], since our system will automatically drop an entire reservation when a passenger does not show for the outbound flight, as is what happened in this case.    Our records also indicate you were accommodated on your originally scheduled flights and your return segments have been used.  And, while I’m sorry for your continued disappointment, I must reiterate, we have nothing more to offer you.  Be assured; however, your concerns and disappointment have been documented.   Mr. [redacted], I recognize that this is not the answer that you had been hoping for, but we hope you will accept the $100 certificate we previously offered in the spirit in which we intended, and allow us the opportunity of serving you again for your upcoming travels.   Kind regards,   [redacted] Corporate Customer Care Case: [redacted]