United Airlines

Dear Ms. [redacted]Your latest correspondence with the Revdex.com has been forwarded to my attention for review.  Again, I apologize for the poor travel experience you had with us on November 28, 2015 due to the "Extreme Weather" cancellation of UA6241.  Your request for reimbursement of expenses is appreciated.  However, we do not reimburse passengers for their expenses when the reason for the flight irregularity is not within our control.  I appreciate your understanding and I hope you are able to use the travel certificates issued previously and give us an opportunity to provide the service you expect and deserve from United Airlines.Ms. [redacted], we look forward to seeing you onboard again soon!Best regards,[redacted]Corporate Customer CareRevdex.com [redacted]

July 21, 2016Dear Mr. [redacted]: The Revdex.com has forwarded your response to my attention. I am very sorry you have not yet heard from our Minneapolis representative.I have contacted the airport on your behalf and have been advised your claim in being processed. I truly appreciate your patience and we will continue to work to resolve this for you.In appreciation of the patience you have shown during this process, I have sent you a $100 Electronic Travel Certificate. I hope you can use the certificate towards a future flight with United or United Express, and enjoy a much better travel experience.Thank you for your continued patience.Regards,Judith [redacted]Corporate Customer CareCase 10610076

Complaint: [redacted]
I am rejecting this response because:Their compensation offer does not even cover the cost of my ticket & definitely not my horrible experience. Sometimes apology in words is not enough, one must show it in action.
Sincerely,
Madhavi [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,
[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,
Caitlin [redacted]

Initial Business Response /* (1000, 5, 2015/09/11) */

Dear Mr.[redacted]

I am responding to your communication sent through the Revdex.com. I am sorry to hear about your surgery.

We understand travel plans change when serious illness befalls the traveler, traveling...

companion, or immediate family member.

Most tickets require a change fee for reissue; however, in cases of serious illness, United may be able to refund the change fee or ticket (less $50 processing fee), upon receipt of proper documentation. You will be required to pay the applicable change fee when you schedule the new dates. Once the change has been completed, you may submit your request to our refund department.

United Airlines
Customer Refund Services
Attn. Processing Dept.
[redacted]
We believe your doctor is the best person to support your claim. Please include the following: letter from the physician (on official letterhead) stating travel was not recommended, passenger [redacted] name and relationship of person who was ill, ticket number, flight information, and a brief letter of explanation.

We appreciate your business and look forward to welcoming you on board a future United Airlines flight.



Regards,

[redacted]
Corporate Customer Care
XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
I am not sure why Lilia from United repeated everything posted on the United Website?
I've re-purchased the three tickets. I am requesting the refund of the extra charges. I've provided all information required for the refund as in the two United refund request# below, which were in the original Revdex.com Complaint as well.
[redacted]
I've provided the insurance's official document on my wife's neck surgery and all the doctors' contact information. The only thing I am arguing is that it doesn't make sense to go back to the doctor. And ask him for a letter on an April flight whether my wife could fly or not. My wife had to take off weeks from her work without needing such a letter.
If anyone had to replace two discs on the neck, I don't think it's suitable for a 16-hour international flight within 4 months.
Regards,
[redacted]
Final Business Response /* (4000, 9, 2015/09/15) */
Dear Mr. [redacted]
I have received your latest communication sent through the Revdex.com.
I understand you feel a doctor's note is not necessary, as it was not required by her employer. This is our policy as you confirmed on our website and I reiterated on my last response, therefore, we will need the doctor's note on an official letter head to support your claim.
Below I have also copied and pasted our Refunds Department response to you, also requesting the doctor's note, since you did not send it to them with your request.
Regards,

[redacted]
Corporate Customer Care
XXXXXXX
September 15, 2015
PASSENGER:[redacted]/[redacted]
TICKET(S):[redacted]
REQUEST ID: XXXXXXXX
Dear [redacted]:
Thank you for contacting Customer Refund Services regarding the above referenced refund request. In order to research, additional information is required. Please review the selected options needed for processing your refund claim.

A copy of the doctor's note on official letterhead is required.

Please submit the additional requested information by visiting us on United.com utilizing the address included below. Thank you for choosing United Airlines. We value your business.

http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx
Sincerely,
Customer Refund Services
www.united.com/web/en-us/content/reservations/refunds
FAX: XXX-XXX-XXXX

Dear Ms. [redacted]:I am responding to your communication filed with the Revdex.com.I'm sorry you were having difficulties with our website and regret Customer Service representatives at the airport were unable to check you in for your flight to Los Angles prior to the established lobby cut-off...

time. Usually Customer Service representative will not override the established cut-off times. Any exceptions will be considered on a case by case basis. For more information and to verify the check-in requirements for each airport, please visit united.com; the link is provided below for your information and review.          http://www.united.com/web/en-US/content/travel/airport/process/default.aspx Als...⇄ as a friendly reminder, if you're traveling on a Basic Economy ticket and bring a full-sized carry-on bag to the gate, your bag will need to checked and you'll be required to pay the applicable checked bag fee plus a $25 gate handling charge (payment by credit card only). MileagePlus Premier members, primary cardmembers of a qualifying MileagePlus credit are still allowed a full-sized carry-on bag.  Ms. [redacted], I do understand how frustrating your experience must have been. Although, we are unable to reimburse you out-of-pocket expenses, we will send you a $150 travel certificate as a customer service gesture. The electronic voucher will be delivered separately via email (y[redacted][email protected]) within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. As a MileagePlus customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie [redacted]Corporate Customer CareCase ID:[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11594435, and find that this resolution is satisfactory to me. Thank you very much Revdex.com for your help. You guys are doing a great job.
Sincerely,
Kamlesh [redacted]

Dear Mr. [redacted]:I'm very sorry for any misunderstanding or miscommunication you received on the part of our Reservations department regarding the entry requirements/documentation that are needed when traveling with a pet. Given the circumstances you have described, we will honor your request. A...

refund of the ticket (01623251800270) will be processed back to the original form of payment within the next 5-10 business.As always, we appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie [redacted]Corporate Customer Care Case ID:[redacted]

Dear Mr. [redacted]: We received your letter through the Revdex.com (Revdex.com), with reference to case [redacted]. Your email clearly expresses your disappointment with your June 15 travel. I would like to extend my personal apology for any negative impression left with you.   While we normally...

do not offer compensation for delays less than four hours, we recognize the loyalty you have demonstrated as a Premier Silver member.   As a goodwill gesture, I will be pleased to send you the $300 electronic travel certificate as requested.  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 [redacted] Airlines.  Please allow two business days for delivery on a separate cover to your email.   Mr. [redacted], please know you may contact us through United Airlines Customer Care online as well as the Revdex.com.  Our guidelines for response are aligned with both contacts.   Thank you for your understanding. We look forward to having the chance to regain your confidence and providing the quality service you deserve with United Airlines.   Sincerely,  Suzanne [redacted] United Airlines Corporate Customer Care Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Ms. [redacted]: We appreciate you contacting us through the Revdex.com. I sincerely apologize for the confusion and miscommunication regarding the [redacted]es to your ticket. It certainly wasn't our intent to mislead you and I'm very sorry. I'll make sure to pass along this feedback so...

we can address the issue. We realize the information we provide helps you make important decisions related to your plans. As part of the ticket's rules, there's a processing charge for any [redacted]es. Apart from that fee, you may also have to pay for any price difference if the same discount isn't available. In looking at your ticket, I see that we waived the $300 [redacted]e fee you paid the difference in fare. Although the charges are accurate and not refundable, I understand your concerns. As a gesture of goodwill as we discussed, I will send you a $350 Electronic Travel Certificate for use towards the purchase of a future United flight to help off-set the fee. You will receive a separate email within a few days. I realize this is not the response you had hoped for and again would like to apologize for the frustration this caused you.  We do appreciate your feedback as a MileagePlus member and welcome the opportunity to provide better service for you the next time you fly with United.Kind Regards, [redacted]Corporate Customer Care - United AirlinesCase: [redacted]Corporate Customer Care - United AirlinesCase: [redacted]

Dear Mrs. [redacted]:I have retrieved your husband and daughters reservation as well as your daughter's feedback.United Airlines does not refund upgrades due to any complaint that the passengers had concerning the service that they received.I do apologize that they were disappointed in the experience of...

first class that they both had.  It is certainly never our intent to disservice any passengers traveling with United Airlines.It is disappointing that Emily witnessed a flight attendant blowing his nose while preparing the food items and that the aircraft was too warm at times.Meals are served to our first class passengers based on their MileagePlus status meaning all Global Service members will be asked first what they prefer and then Premier 1K, Premier Gold, Premier Silver and then non-MileagePlus members.  Due to the experience that Mr. [redacted] and Ms. [redacted] had, I have authorized a travel certificate for each of them which will be sent to your email address within 24-48 hours.  The certificates are valid one year from the date of issue.Mrs. [redacted], United Airlines does appreciate your feedback and your business.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. Michael [redacted]:I'm responding to a complaint forwarded to us from the Revdex.com. I'm very sorry to hear of your lost.  Please review the following information in order to resolve the issue with a refund of the tickets outlined in your complaint and to fax or mail the...

death certificate. *Contact Refund Services*If you are unable to submit your request using our refund form, or if you need to send additional documentation and can’t do so electronically, you can contact our Refund Services team using one of the methods below. Please be sure to include, your United ticket number, your flight information and your contact information, and note the nature of your request.Fax:1-872-825-9364Address:United Airlines Customer Refund Services P.O. Box 4607, Dept. NHCRF Houston, TX 77253-3046 Thank you for your business. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10131438 Tell us why here...

Tell us why here... Dear Mrs. [redacted]:   I'm sorry you were unable to upgrade your reservation and didn't receive the level of customer service you expected.     Please be advised some tickets have restrictions that don't allow for changes or upgrades.    For me to...

better assist you with your inquiry, please provide your flight number, date, confirmation number, and ticket number.     We appreciate your patronage and look forward to serving your future travel needs.       Regards,   Jacqueline [redacted]   Corporate Customer Care   Case -- [redacted]

Dear Mrs. [redacted]  The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns.   I've taken care of your refund request.  Please allow up to 10 business days...

for processing. Our United Refunds team will send you an update when your request has been finalized. Mrs. [redacted], thank you again for letting me handle this issue. I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.  With kind regards, Liliana [redacted]Corporate Customer Care[redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I have no interest doing any business with United Airlines any further. Putting a baby through undue stress and emotional suffering is unforgivable! I'd appreciate that you stop using business "approved" responses because you're company has been repetitive with the same nonsense. I want a Customer care SUPERVISOR to contact me at [redacted]. United clearly doesn't not "care" what they've done and wants me to risk daughter's health because she cannot just use any diapers since she has sensitive health. In oppose to assisting on hotel or even getting me on next flighthe, you forced me to buy another ticket which United told me they will pay for! SHAME ON YOU UNITED! This is an absolute slap to the face to military service members and family members who help support this country! I can't wait to hear what your Customer Care SUPERVISOR says!
Sincerely,
Karen [redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you for reverting back. Economy plus upgrade seats, united crew usually gives free of charge anyway if there are such seats left .Also, this upgrade is Only for the outbound flight and not inbound also So I would rather request for an 15k united miles  per passenger OR 200$ United voucher per passenger and you can void this upgrade. We fly delta all the time before we book these flight as we had one bad experience with them and that was it so we thought of giving a chance to united but this isnt the experience we expected so I really hope united would make it right
Sincerely,
[redacted]

Dear Ms. [redacted]:   I am responding to your follow-up communication to the Revdex.com regarding your January 7, 2017 travel.   The check for the $290.74 was processed yesterday so you should be receiving it within the next 7-10 business days. It was made out to Emily [redacted] and sent to the correct home address. I apologize for the oversight.   We appreciate your business and welcome the opportunity to provide better service for you the next time you fly with United.   Kindest Regards,   Laura [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:   Your latest correspondence with the Revdex.com has again been forwarded to my attention for review.  I am sorry that you are disappointed with the compensation offered to you previously.  Regrettably, I am unable to issue the 19,000 miles that you request as the initial attempt to register for the promotion failed.  Records show that you registered for the promotion in July.  Please understand that I must abide by our Mileage Plus records.  Therefore, I am unable to issue the credit you request.  I appreciate your understanding.   Mr. [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.   Best regards,   [redacted] Corporate Customer Care Case ID: [redacted]