United Airlines

Dear Mr. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear what took place when you travelled with us on December 01, 2017.  I understand your disappointment that you were unable to use the prepaid hotel in Honolulu, and you incurred...

bag fees on the rebooked [redacted] Airlines flight. Unfortunately; I am unable to refund the bag fees collected by another carrier, or for the prepaid hotel.  However; 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 hope you will use the certificate on a future flight with us and give us another opportunity to serve you better.  Thank you very much and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:   Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created.  Your frustration is certainly understandable. We take this opportunity to learn from what...

happened to fix our broken processes   I see a party of 3 leaving tomorrow for SFO/CUN with the tickets bought through [redacted].  Are you trying to purchase a 4th ticket using miles, or refund one of the 3 tickets so you can purchase using miles?  Either way please be advised you need to contact reservations so they can check for award availability. This is a simple process, but availability for award tickets changes by the minute. Maybe when you originally called it was open, and you called back it was not.   We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs.   Ana [redacted] Corporate Customer Care [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,
Danielle [redacted]

Dear Miss [redacted]: I am responding to your latest communication sent through the Revdex.com. Please know Mrs. [redacted], is still researching your concern and will reply once she receives the required information for you. Meanwhile, your continued patience is appreciated.  Regards, Lilia [redacted]Corporate Customer Care10055105

Dear Mr. [redacted]:Thank you for the information that I have requested.  I have authorized a refund for you for the outbound economy plus seats that you purchased due to the issue you had while checking in for your flight from San Francisco to London.  Your refund request ID's are [redacted]   $189.00 and 20273734  $179.00.  Your refund will be processed **ck to your original form of payment.  Please allow up to 14 business days for the refund to be completely processed.Regards,Sheila [redacted]Corporate Customer CareCase 10049482

Complaint: [redacted]
I am rejecting this response because:   Dec 28th evening air flight delay had caused significant delay and I had to stay in airport overnight. It made me arrive home more than 9 hours late.  A $100 airline credit is not close to a fair compensation. 
Sincerely,
[redacted]

Complaint: 11568784
I am rejecting this response because:"Please keep in mind that due to the number of bags carried onboard, small items should be placed under the seat in order to accommodate as many carryon bags as possible."So United has admitted that there is no policy regarding overhead compartment usage: "should" is  not an enforcable policy, and "small" is a questionable term.Although the stewardess claims she did not target me for harrassment, she only makes vague references to "asking" others to place their luggage at their feet, whereas only I was "ordered".  Her lie that others complied is evident when admitting that I placed my bag among other similar-sized luggage in the overhead, some larger and some smaller.  None of these people were asked or ordered to remove their luggage, and none did so.So, the question becomes, why was I targeted for enforcement of such a vague policy?  Was it because I am a woman? That I was smaller than her?  That she was black and I was white?  I didn't even interact with her in any way so it must have been how I looked.And clearly the libelous claim that I "threatened her" was also a lie.  Speaking up when trapped in my seat as she was walking away with my luggage was clearly appropriate, and in no way a threat to anyone.  And asking for the name of a customer service representative would never constitute a threat.  This is clearly an inflammatory statement that could result in litigation against United. 
Sandra [redacted]

hello  it would be great to have my bus tickets paid for as well as I had to take a bus because you canceled the flight  the bus was from Milwaukee to chicago
[redacted]

July 28, 2017Dear Ms. [redacted]:The Revdex.com has sent your response to my attention. Thank you for supplying your specific travel record.I am now able to see that your initial flight was changed to an earlier departure time. Instead of departing at 6:10 A.M., it is now scheduled to depart at 5:45 A.M. The difference in the amount of time is 25 minutes, which would not negatively impact your connecting times. I am very sorry for your disappointment, however we aren't able to honor your request of a refund.When a schedule change happens, we try our best to provide you with options that minimize the disruption to your travel plans. In cases where the new flight options don't work for you and one of the following scenarios applies, we may be able to offer you a refund:The scheduled departure or arrival time changes by two hours or more.The change causes issues with the overall length of the trip, such as making the connection time too short or significantly longer than it originally was.Thank you for your patience and understanding.Kind Regards,Judy [redacted]Corporate Customer CareCase [redacted]

December 30, 2015Dear Mr. **:We are sorry to hear of your complaint filed with the Revdex.com regarding your reservation which was scheduled for travel from Indianapolis to Charlotte on United and United Express.United offers a competitive mix of fares designed to meet the various needs...

of our business and leisure customers.  These fares range from deeply discounted fares favored by leisure travelers to unrestricted fares bearing few, if any, restrictions.  Less expensive fares typically have more restrictions and less flexibility.    While we encourage our customers to make any needed itinerary or ticket changes, there may be additional costs entailed in changing a ticket such as service charges and any difference in fare.  Per our fare rule policy, when changing an outbound flight(s) on a round-trip ticket your entire ticket would have to be re-priced using current day fares.  Most airlines, like United, as a general rule do not waive applicable change fees.  However, as you noted we did make an exception to waive the change fee.  But regrettably, we are unable to honor your request to waive the difference in fare.  Mr. **, we sincerely appreciate your business and look forward to welcoming you on board your return flight.We wish you and your family a Happy Holiday Season.Sincerely, Judy [redacted]United Airlines Corporate Customer CareRef # [redacted]

Dear Mr. [redacted]:   I regret you're disappointed with our offer of goodwill that you accepted over the phone from our Executive Services team. In terms of your compensation amount and previous outcome, I've reviewed your feedback and respectfully decline the request to increase the amount. I'm sorry we're unable to meet your expectation. While I'm not able to increase the compensation, I'll also pass along your additional concerns about the amount issued to you.   We're listening to our passengers more than ever and working hard to be your airline of choice. On behalf of United, we look forward to welcoming you aboard your next flight.   Warm Regards, Cindy [redacted] Corporate Customer Care [redacted] Tell us why here...

October 20, 2017 Dear Ms. [redacted]: The Revdex.com has forwarded your correspondence to the attention of United Airlines. I am very sorry for the flight experience you describe earlier this month. Please accept my sincere apology for not meeting your expectations or our goals. I can see...

how this delay along with the added issues you had involving the rebooking process would result in such frustration. While we understand your extreme disappointment, we aren’t able to grant your request of a full credit for your tickets. Once travel is completed the tickets have no further value. Each ticket is prorated per segment of travel and the refunds processed were for the unused final segment on the tickets.   We do recognize this was not the travel you had expected, and for that, a gesture of goodwill was offered, in the form of Electronic Travel Certificates. I have sent each of you an additional Electronic Travel Certificate in understanding of your disappointment. The certificates may be combined for use and the total value for each of you is more than half the value of the original tickets. When assessing a service failure, we do use certificates as compensation, cash reimbursement is not used. I have also sent your feedback to our Operations team for review, it is important for us to continue to work hard each day at improving all aspects of our service.   We thank you for your business and hope to have the privilege of serving your future travel needs.   Kind Regards,   Judy [redacted] Corporate Customer Care Case [redacted]

Dear Dr. [redacted]:I am responding to your correspondence addressed to the Revdex.com regarding your December 28, 2015 travel.I apologize for the inconvenience you experienced as a result of the delay of United Express flight [redacted].  Please understand that we do work hard to minimize flight problems. Our goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priority. Flight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a result. Unfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis. While we are unable to honor your specific request, as an expression of apologies, we’ll send you a $100.00 Electronic Travel Certificate (ETC) that can be used on a future United or United Express flight. You should receive another email with the ETC within 3-5 business days.  We appreciate your loyalty and know, as MileagePlus Premier member, it’s the experience of flying United that matters most.We look forward to offering you a better experience the next time you fly with us.Kind Regards,   Laura [redacted] Corporate Customer Care Case 9899568Tell us why here...

Dear Mr. [redacted]:  It's my pleasure to offer information about our MileagePlus program and I am sorry you were not provided the correct information.   We’re proud of our MileagePlus program as we are consistently voted the world's Best Frequent Flyer Program by Global Traveler magazine....

Our program offers innovative ways to earn and use award miles, from flights in United's global network to once-in-a-lifetime experiences and the latest in entertainment. I welcome you to visit our website at www.united.com/mileageplus for more ways to earn and use miles and to add past travel miles.  You will have to contact the MileagePlus Service Center to request that your miles are posted to your account. You are allow 12 months to add your miles to your account.   We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs on United. Regards, [redacted]Corporate Customer CareCase# [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,
Mark [redacted]

Dear Mrs. [redacted]: I'm sorry we didn't get your daughter to her destination when we promised on May 12, 2018.   We didn't deliver the comfortable travel experience we're committed to providing. Please accept my sincerest apologies for not meeting your expectations or our goals. To...

apologize for your inconvenience and to regain your trust, I will e-mail you a $100.00 Electronic Travel Certificate that will arrive separately within the next five business days. I hope you will give us a chance to give you a more positive travel experience.   I appreciate you chose United for your travel and on behalf of our United family, we hope your next trip with us will deliver the experience you deserve. Regards,  Christina [redacted]Corporate Customer Care[redacted]

Dear Mr. [redacted]:  I am responding to your complaint filed with the Revdex.com regarding your wife's reservation for travel to London.  We are sorry for the inconvenience you experienced attempting to book [redacted] travel. Let me assure you that our focus is to provide our...

customers with the best service experience possible.  We work hard to correct problems that are brought to our attention.   Our records indicate that a system error was identified on your reservation ([redacted]) using [redacted].  A new reservation ([redacted]) was ticketed on December 4.  The original fare of 60,000 award miles and $201.00 in taxes was honored for your wife's June 10, 2016 travel to London.  I sincerely apologize for the difficulties you encountered.  Mr. [redacted], we appreciate your support as a MileagePlus member and will work hard to provide the optimal service you deserve.  Kind Regards,  [redacted] Corporate Customer Care  Case [redacted] Tell us why here...

February 22, 2016Dear Ms. [redacted]:We are sorry to hear of your complaint filed with the Revdex.com regarding your experience when traveling from Houston to Detroit on United Express.  You noted that your Coach carry-on that you were forced to gate check was damaged.Incidents of...

damaged baggage must be reported to the airport Baggage Service Office, located near the baggage claim area, immediately after your flight.  If you have already left the airport, the damaged baggage must be brought back to the airport as it must be viewed by and reported in person at the airport Baggage Service Office within 24 hours after your flight's arrival. Please understand that our Baggage Resolution Service Center handles all damaged baggage related claim issues and due to auditing purposes there are specific procedures in place that must be followed in order to appropriate handle a customer's damaged baggage claim. Ms. [redacted], as a MileagePlus member we sincerely appreciate your business.  We hope you will not judge us based solely on this experience but will allow us a future opportunity to regain your confidence in our ability to serve you. Sincerely,  Judy [redacted] United Airlines Corporate Customer CareRef # 10052480

Dear Ms. [redacted]:   United Airlines is not privy to the terms and conditions associated with tickets purchased through other websites or travel agencies.  As such, any itinerary changes or ticket refunds need to be done through the original booking source.  Therefore, your request for a ticket refund needs to be addressed by the booking source which is [redacted] O Air.  Please follow up directly with [redacted] O Air.   Thank you.    Sincerely,   Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

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,
Marietou [redacted]