United Airlines

Dear Ms. [redacted]:   I regret you are disappointed with the compensation offered.   I understand how frustrating the experience was, and I truly wish that we could undo the circumstances experienced. When things go wrong, we must of course take responsibility and make it right. We must also make good, balanced financial decisions, optimizing our goodwill outreach to ensure that it’s commensurate with the disservice experienced.   You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision. The $400.00 travel certificate was given to passengers that were re-accommodated due to this delay. Your circumstances nonetheless warrant special consideration to issue an additional $50.00 travel certificate to bring this matter to an amiable conclusion. You will receive the certificate via e-mail in 3-5 days.   Again, your business is important to us and I hope you allow us the opportunity to provide you a more positive experience on a future United flight.   Regards,   Shandai [redacted] Corporate Customer Care Case:[redacted]

Dear Mr. [redacted]:   I am sorry for the delayed response as we answer emails in the order received. I am sorry you are not happy with how long it takes for the refund to process. I understand you would like to get the fare you are looking for but worried that it may be sold out when your ready to purchase the ticket. Our program called FareLock will let you hold your fare and complete the purchase later. You'll enjoy peace of mind knowing the price of your itinerary won't go up and the flight won't sell out. There's a nominal fee charged for FareLock and the quoted fare is guaranteed during the hold period, for up to 7 days until your purchase. This service is available through united.com, the United app and United Reservations. I invite you to visit united.com and simply search “Hold your fare and itinerary with FareLock” for more details.   In review of your reservation the refund has been processed.   On behalf of United, we look forward to welcoming you aboard your next flight. Regards, Cindy [redacted] Corporate Customer Care [redacted]

Complaint: [redacted]
I am rejecting this response because: your response is blaming me the customer for full responsibility and did not apologize for what you neglected to inform your customers. As I said I do not plan to fly with United Airlines ever again so your certificate is useless. Please issue a refund for all the service I did not receive. And don't even start telling me your $200 fee, that is easily waived in most cases. I had called many times before I had to switch the flight and NONE of your customer service representatives informed me or advised me that the return flight would automatically cancel, even your ground staff at the airport. It is unacceptable and misleading. 
Sincerely,
[redacted]

Dear Mr. **:I'm responding to a complaint 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.Our records indicates the changes made to your travel plans were due to phone call from you requesting the changes and a need to get back to IAD or DCA as soon as possible.  You were given all of the options available at the time of that call and you declined them all and advised the call center professional you "would call back".The $25.00 bag fee is correct and in accordance with our current bag fees policy and you were also advised of that policy also. We truly regret any inconvenience you may have incurred while traveling with us.  It is our sincere desire to move forward in our business relationship with you, and we realize that you have a choice of carriersRegards, LeMarkus [redacted]Corporate Customer CareCase: 10571074 Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I really do think United should do more here. Since our last interaction, I've flown even more with United and am now Platinum status. I think United should provide more compensatory credit. I entrusted my family's travels to United and the mistreatment was far beyond what any traveler should go through. Instead, my sister and her 6-year old daughter were threatened by a flight attendant, who took away seats that we had paid for. It was truly appalling behavior and I think United should provide an additional $200 credit each to Juli and Cyan as compensation for dealing with such unprofessional service.
Sincerely,
Arnold [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.
Sincerely,
Dee [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.
Sincerely,
Jannese [redacted]

Complaint: 11153791
I am rejecting this response because:
From: [redacted] [mailto:[redacted]] Sent: Saturday, March 19, 2016 6:53 AM To: Revdex.comInfo <[email protected]> Cc: [email protected] Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #11153791   This issue is not resolved. They gave me no number to contact them. I would like a representative to talk to at Revdex.com. These guys are wrong I have all the documentation and somehow someone flagged this differently at the airlines. Please let me know how to proceed. This is so simple and has taken hours weeks days to deal with. Sent from my iPhone
Sincerely,
Paul [redacted]

November
23, 2015Dear
Mr. [redacted]We
are sorry to hear of your complaint filed with the Revdex.com
regarding your unused ticket for travel in December, 2014.  Please accept our apology for our delay in
responding back to you.We
regret to learn of your medical condition which...

prevented you from being able
to travel with us.  We understand travel
plans change when a serious illness befalls the traveler, traveling companion,
or immediate family member.  As you are
already aware of, United will refund change fees and tickets in certain cases.  All requests must be received prior to the
ticket’s expiration date and must be accompanied by proper documentation.  We will refund tickets only when the
unplanned event prevents the use of that ticket within one year of the ticket’s
date of issue.  In all other instances,
the fare can be credited toward future travel, though the customer may receive
a refund for flight change fees.All
requests must be sent to United Customer Refund Services for
consideration.  You mentioned you already
filed a refund request but you have received their response denying your
request.  Upon researching this, it
appears this denied request was submitted in January, 2015.  Since you noted you are still unable to
travel, if we may respectfully request for you to please submit another request
to our United Customer Refunds Services department for their consideration. Please
include the following information: - United Airlines ticket number(s) - Name of the customer(s) on the ticket(s)  - Flight information (flight number, date of
travel and departure city)   - The nature of your request, name of the
family member and their relationship to you and your contact information - A letter (on letterhead) from a licensed
physician confirming that travel was not recommended within the validity of the
ticket (one year of ticket’s issued date) due to illness.You
may submit the above information via our website or via Fax at [redacted]
or mail it to United Airlines, Customer Refund Services, [redacted]Mr. [redacted], we sincerely appreciate your business and hope to have a future
opportunity to welcome you on board.Sincerely,[redacted]United
Airlines Corporate Customer CareRef
# [redacted]

Dear Ms. [redacted]:  I'm sorry for any misunderstanding with the extra fee your mother was charged at the airport for checking in a third bag.  Based on your email I understand your mother planned to carry-on the third bag, in addition to the in-cabin pet she paid for. United is committed to...

ensuring that our customers with disabilities have access to the same facilities and services available to all other customers. While I respect your perception that the service your mother received was unsatisfactory, I must conclude that discrimination against her disability was never the issue. Customers (with disabilities or not), are not exempt from the same baggage regulation should his/her bag(s) not meet the size requirements. Any discrepancy concerns must be resolved at the airport.  While the charge holds true with our baggage policy and the service provided, I want to help take care of this issue. I'll send your mother a $150 electronic travel certificate to offset the excess bag fee. The certificate will be emailed to you within a few days. Your concern with the agent being rude will also be reported.  We value your business, and thank you for being a member of our MileagePlus program.   Regards, Enedina [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case: [redacted]

January 18, 2017Dear Mr. [redacted]The Revdex.com had forwarded your correspondence to us for attention.I sincerely apologize for the confusion surrounding the refunds and re-deposit of your miles. This is certainly not the service we strive to offer. I have reviewed the information from...

this record and see that the $91 airport departure taxes were refunded on January 12. I have initiated the refund request for the $425 upgrade fee today. In addition, I have this information to have the 20,000 miles placed back in your MileagePlus account, with no service fee. Again, I am very sorry this has taken some time to be resolve for you.Mr. [redacted], in apology, I have deposited 10,000 bonus miles to your MileagePlus account. You should see these miles post within 72 business hours. I kindly thank you for your patience and understanding.Your business as a MileagePlus Premier Gold is greatly appreciated and we hope to have the continued privilege of serving your travel needs.Kind Regards,Judith [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted] I am sorry to hear about the cancellation of your flight and the out of pocket expenses that you paid in for your family to return to Portland. I can also see that you also contacted the U. S. Department of Transportation regarding your experience and our representative,...

Donita Mincey, has been corresponding with you in order to resolve.  In her most recent email to you on August 11th, she asked you to send in receipts for your expenses.   As this is the case, please contact Ms. [redacted] if you have further concerns.   We appreciate your patronage and we are looking forward to welcoming you onboard when you travel on your next United flight Kind regards, Dana [redacted]Corporate Customer CareCase [redacted]

Dear Mrs. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear you have not received your bag when you travelled with us on April 06, 2017.  I understand your disappointment that you sent in a claim form for reimbursement review...

which was lost.  I see you sent in another claim form on June 28, 2017, and your file is being worked on at this time.  You should hear back from our Baggage Desk within a few days.I realize this has been very stressful for you, and you have spent a great deal of time on this matter and I am truly sorry. As a goodwill gesture I have issued you a $[redacted] electronic travel certificate that will be emailed to you in a few days.  This is in addition to what you will receive from our Baggage Desk in regards to your claim form. Thank you for your continued patience on this matter and have a nice day.Regards, [redacted]Corporate Customer CareCase: [redacted]  Original Message Follows: ------------------------  You have a new message waiting

August 1, 2016 Dear Ms. [redacted]: The Revdex.com has forwarded your correspondence regarding your delayed luggage to our attention. I'm sure it was frustrating having to purchase items since you were without your luggage. I know this wasn't how you planned to spend your time away from...

home and I’m sorry this happened. Our Baggage Resolution Center (BRC) handles all baggage related concerns and they will be happy to assist.  You’ll need to download and complete the delayed baggage claim form for reimbursement consideration.  I’ve included the link below, which includes complete directions and lists the items needed so our Baggage team can review your case. I recommend keeping copies of the completed claim form and receipts for your records. . It is also necessary to speak directly with the BRC for damage incurred as well.  http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx   Thank you for your understanding. We will make every effort to leave a better impression when we have the privilege of serving you again. Regards, Judith [redacted] Corporate Customer Care Case 10706389 Tell us why here...

Complaint: 11589638
I am rejecting this response because:As I mentioned, this is a co-branded card. And the MileagePlus program (where users spend and earn United Airline miles) and the new promotion in June are launched and operated by your two parties jointly.Because this is a targeted offer, [redacted] card services department is unable to identify who have been targeted. And I have consulted them for the match. From their response, I think the way that do the match is to ask the department that determines the targeted customers, check the eligibility (history) in their database and process a match. I think I have finished the inquiry towards the [redacted] bank side. Best regards,   
Sincerely,
Nan [redacted]

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear you had to purchase a new return ticket for your flight on March 11, 2017 since you did not use the departure flight on March 06, 2017 and I understand your frustration. ...

As part of the ticket's rules, you must use the ticket in the order the itinerary was booked; otherwise, you risk losing the ticket's value and your remaining flights will be canceled. I see the Reservations agent did waive the change fee as a one-time exception. However; I realize the one-way current fare was much higher and I am truly sorry.   As a goodwill gesture I have issued you a $500.00 electronic travel certificate that will be emailed to you in a few days. I appreciate you chose United for your travel. We hope to have the privilege of welcoming you back in the future.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Complaint: [redacted]
I am rejecting this response because: You NEVER indicated the compensation that you were initially offering....you only vaugely indicated that it was more than others were given in these circumstances.  The initial response was that I would be offered a "travel certificate".  The only reason I rejected that response is because you never indicated the amount of the travel certificate.  Is it for $100 or $1000??? I asked for more clarification on that & your offer is to reimburse the cheap $50 something dollar motel room????? Seriously????? This is how you treat a loyal customer with a United Plus credit card????
Sincerely,
Janine [redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke with the customer relationship. They cannot reopen either account. I request that united credits my miles back. 
Sincerely,
[redacted]

Dear Ms. [redacted]   In reviewing your request, I note these tickets have expired.   However as a goodwill gesture for the confusion, you have each been issued 2 $500 electronic travel certificates.( $1000 per passenger)  RE: Case: [redacted] January 12,...

2016   At this time no additional compensation is due.   My apology for any inconvenience.   Regards;   [redacted] Corporate Customer Care Case:[redacted]     Tell us why here...

Dear Mr. [redacted]:
I am responding to your communication sent through the Revdex.com.
United is committed to operating a reliable schedule for every customer with safety always being our number one concern.  We recognize how important it is to you to get to your destination on...

time, however as you have experienced, our flights and schedules are subject to change due to weather and air traffic problems.
Your request for 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.  Also, as you did use the round-trip ticket, you do not qualify for a refund of the airfare.
We appreciate this opportunity to respond and look forward to serving you.
Regards, Lilia [redacted]Corporate Customer Care9967787