United Airlines

Dear Fevzi [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I am sorry to hear that you were charged for three checked bags on July 31, 2017 and you only had one bag and I apologizeI'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. Your reference number is [redacted]. 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...⇄ 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.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

Dear Mr. [redacted]:I'm sorry you were disappointed with our employee's service. I can only imagine how you felt. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas. We want to be a reliable airline that's earned your respect. The honest...

feedback helps us meet that goal. Once again, I apologize we let you down.I am sorry your wheel was damaged on your bag. Though United carefully handles and transports our customers'luggage, your checked baggage may show evidence of wear based on normal handling. If you believe United damaged your checked baggage, please review this page to see how to report your claim. Damaged baggage cannot be reported via email or through the website. United is not liable for the destruction, loss or damage of any baggage caused by its inherent defect or poor quality as well as the following conditions that result from normal wear and tear:   Minor cuts, scratches, scuffs, dents, dirt and stains  Damage to wheels, feet or extending handles  Damage to fragile or perishable items  Damage because of over-packed baggage  Loss of external locks, pull straps, security straps or zipper tabsI have issued a $75.00 [redacted] Gift Card via regular mail. Your business and loyalty is appreciated. I hope you will give us another chance to give you a more positive experience.Regards, [redacted]Corporate Customer CareCase:[redacted]

Complaint: 11590794
I am rejecting this response because: This does not answer my question of why I have yet to get the refund for the ticket price and why I have a $250 fee taken out of my bank account in order to get my refund which is what your agent said. That was just a general outline of their terms and not why I had a agent lie to me and take my credit card information to charge me $250 to get my refund back which I have not seen as of yet. 
Sincerely,
Alexandria [redacted]

Dear Mr. [redacted]:Thank you for contacting United Customer Care through the Revdex.com.  We do appreciate your additional feedback regarding your experiences with United.  We are sorry you remain dissatisfied with our previous responses.  United never wishes to inconvenience...

any passenger unnecessarily and we hope to have the opportunity to provide the service you deserve on a future United flight.  We are sorry these issues adversely affected your plans however please know your feedback and comments are appreciated.  We cannot undo your experience, but we again apologize for the difficulties.   You asked us to reexamine your request, and we have done so.  All things considered, we do support our earlier decision.  The certificate was not intended as compensation.  It was offered strictly as a goodwill gesture.While no refund is possible, your circumstances nonetheless warrant special consideration to issue an additional travel certificate to bring this matter to an amiable conclusion.  You will receive this  via email shortly.  Your feedback will be helpful as we strive to provide you and other customers with hassle-free travel experiences.  I hope you will reconsider and allow us to serve your future travel needs.We thank you for your time and patience.  Your business and satisfaction matter to United. We hope you will accept the goodwill we have provided in the spirit in which we have intended, and you and your family will continue to fly with us and give us the chance to regain your confidence and support.Regards,   Joe [redacted] Corporate Customer CareCase ID 10731411

Dear Mr. Will:The Revdex.com has forwarded your correspondence to my attention for response.  I want to express our sincerest apologies for the many inconveniences that you endured with the damages to your baggage.  We truly appreciate you taking the time to point out the...

issues that you encountered as we work hard to correct problems brought to our attention.  We understand how disappointing this was for you and we apologize for the factors that contributed to your overall dissatisfaction.  Although we can't undo what you experienced, we can work to correct it.  What you experienced has been recorded and will be reviewed and addressed internally.  I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriously.Since all baggage related issues are handled by our Baggage Resolution Center it is best for you to work with them directly.  On your behalf, I have forward your concerns to their attention.  They advised they have communicated with you via email and would like to work with you to find a solution.  You may work with them via email or if you wish to contact them via phone you may reach them by contact dialing 1-800-335-BAGS (1-800-335-2247) from the U.S. and Canada or 1-281-821-3526 from outside the U.S. and Canada.We at United apologize for the inconvenience and thank you for bringing this to our attention.  Your business and satisfaction does matter to us.Regards,   Juan [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,
[redacted]

[redacted]Dear Mr. [redacted]:Thank you for contacting United Customer Care again.  After further review, we again found that United Airlines complied with all of the applicable regulations and our Contract of Carriage at the time of your flight.  We are sorry you were dissatisfied with our response and goodwill gesture.  We have reviewed your request and support our original correspondence.  While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated.  Our gesture was meant to address this issue uniformly and fairly for all our passengers.  While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel. We hope you accept it in the spirit in which it was given and that we can move on in our business relationship. Regardless, we’re always glad to hear from our MileagePlus members and thank you for your time and patience regarding this matter.  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.  We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: [redacted]Tell us why here...

Dear Nan [redacted] :I'm responding to a complaint forwarded to us from the Revdex.com.We value your feedback regarding a promotional offer from [redacted] Bank and the Explorer card. Please accept my sincere apologies. As this is an offer from [redacted] Bank and the MileagePlus Explorer, please...

contact the credit card customer service for assistance with your concerns.  United does not handle any concerns for [redacted] bank card services.  Please call 1 800 888 8756. We appreciate when customers take the time to share comments and suggestions. Feedback like yours presents opportunities to improve or enhance our products and services. Rest assured that we want to do everything we can to ensure that your travel needs are met. We understand air travel isn’t always easy, which is why we continually focus on improving our products and services. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10665415

Dear Ms. [redacted]:Our record show you're travel certificate was issued on 5/25/2016 in the amount of $388.14. Travel certificate was redeemed on June 6,2016 to book a reservation for [redacted] [redacted] in the amount of $467.10, your travel certificate was in the amount of $388.14,...

there was a difference in fare of $78.98.  It also show the reservation was cancelled two days later on 6/8/2016. Which does not qualify for the 24 hour risk-free policy. With that being said any changes to your reservation now imposes a $200 change fee with no name changes to the reservation.RegardsGail [redacted]Corporate Customer Care[redacted]  Regards Gail [redacted]Corporate Customer CareUnited file number[redacted]

Dear Mr. [redacted]:I'm in receipt of additional comments provided via the Revdex.com.  I'm sorry that you continue to be disappointed despite our efforts to provide you with information.As previously advised, checked luggage with the fare type you purchased is subject to additional charges. Any fee dispute would have to take place at the airport during check in. Again, agents must be able to physically assess the bag before appropriate bag fees can be determined; therefore, it is simply not possible to negotiate bag fees over the phone or via email. Once again, I must respectfully decline your baggage fee request.Thank you for writing to us.Regards, Maria [redacted]Corporate Customer CareCase: [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,
Douglas Morefield

June 16, 2017
Dear Dr. [redacted]:
I am responding to a correspondence received by the Revdex.com
Thank you for your feedback about our Basic Economy checked baggage policies. We understand your concern and will pass along your comments.

We are trying our best to make sure...

you know when you're buying a Basic Economy ticket and what conditions come with the ticket. Other places that sell our tickets are expected to advise you, as well.

Our current advisements for Basic Economy include a special column while you're looking at prices and notifications in the booking process and receipt. I'm sorry if those were not visible when you made your purchase. Some conditions are different when purchasing Basic Economy fares; however, service options such as dining, Wi-Fi, and inflight entertainment are the same as standard Economy fares. If you have any additional questions regarding your ticket, please contact Reservations at 1-800-UNITED-1 ([redacted]) for assistance. Basic Economy fares have the same checked baggage policies as standard Economy tickets. You can still check your bags and pay the applicable service charge in the airport lobby when you're picking up your boarding pass. If you check your bag at the gate, you'll be required to pay the applicable checked bag fee plus a $25 gate handling charge. Unfortunately, under the term and condition of our Basic Economy tickets, you are unable to check-in at home.
For additional information regarding Basic Economy tickets, please visit:
https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx
Basic Economy tickets can't be changed once you complete your booking. However, our 24-hour flexible booking policy allows you to cancel a reservation for 24 hours after purchase as long as you completed your purchase one week or more prior to the original scheduled departure flight. However, if your ticket was used; regrettably, no refund is due.
We appreciate you took time to share your thoughts about our products and services.
Thank you for your patience and understanding.
Dr. [redacted], as a MileagePlus member, we appreciate your business and loyalty. We look forward to providing you excellent service on your next United flight.
Regards,
Mrs. Elizabeth [redacted]
Corporate Customer Care
United Airlines
Revdex.com: [redacted]
UAL ID: [redacted]

Complaint: [redacted]
I am rejecting this response because: united sent me a voucher. I’m purchasing roundtrip flights for my family of four. The flight were drastic cheaper on the day I was trying to purchase with the United customer care rep. Because the rep was so rude and unwilling to help that’s the reason I didn’t purchase that day now the tickets have more than doubled in price .
Sincerely,
Jordan [redacted]

Revdex.com: 
I have reviewed the response made by the business in reference to complaint ID 11139492, and find that this resolution is satisfactory to me. Before I agree to this I would like to know how much they will give me in travel  certificates. Because of our 24 hour delay I had to change my returning flight with American Airlines which cost $200 per person,$400 total.
Sincerely,
Hannah [redacted]

September 30, 2015
Dear [redacted]
I am responding to a correspondence received from the Revdex.com.
We are sorry for the inconvenience you experienced on July 25, 2015 on UA[redacted] from New York City, NY (LaGuardia) - LGA to Cleveland, OH- CLE airport when your BusinessFirst...

seat assignment was not indicated on your boarding pass and you were instructed to see our gate agent.
Direct customer feedback about our products and services is so important in helping us to improve.
We do our best to accommodate individual seat requests, but unfortunately, due to potential operational changes, we are not able to guarantee seats and they are subject to change without notice due to schedule change, equipment change or other unforeseen circumstances. Advance seat assignments are offered as a courtesy for ticketed customers up to 331 days prior to departure on all United Airlines flights. As we configure our aircraft to include more Economy Plus seating, as well as optimize planes for the right markets, we are encountering a higher-than-normal number of aircraft swaps that may include seat assignment changes and we will always attempt to assign the same or similar seat type and location. We understand that your seat assignment is important, so we'll make every effort to keep your original seat preference. United Airlines reserves the right to alter seat assignments due to operational needs.
Our past date records indicates your seat assignment [redacted] was in BusinessFirst cabin. Our BusinessFirst cabin on any airplane is based on the enhanced seating, services and amenities.
I can appreciate your request to refund your ticket or refund an equivalent monetary amount of approximately $630.00; unfortunately, we are unable to honor your request. Our records show the ticket was used; therefore, no refund is due.
As reiterated in previous correspondence, seat assignments are not guaranteed. And while we generally do not provide compensation for seat assignment changes, our past date records indicates you contacted Customer Care Department on August 4, 2015 and 5,000 bonus miles were deposited in your account as a gesture of our concern.
Thank you for your patience and understanding.
[redacted] as a MileagePlus member, we appreciated your business and despite the negative experience, we hope to have your continued business and support. We realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again.
Regards,
[redacted]
Corporate Customer Care
United Airlines
[redacted]

January 04, 2016Dear Mr. [redacted]:I am responding to a correspondence received from the Revdex.com.I was concerned to learn your flight made an unscheduled stop in New Orleans, LA due to severe weather in Houston, TX. When your flight left Orlando, FL it appeared the weather enroute...

would allow the plane to make it safely to your destination. However, when it became apparent that the flight could not safely land in Houston, TX our Flight Operations Department made the decision for your flight to divert to an alternate airport to refuel and wait for the storm to clear. As soon as the weather cleared, your flight was scheduled to continue.  Please know our goal is to operate every flight on schedule, every day. Unfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed. When this occurs, we want to minimize the impact to you as much as possible and keep you informed. While United does not generally compensate for weather situations; as a gesture of concern, for your overall experience I am making a one-time exception and I will send you a $100.00 electronic 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.Thank you for allowing me the opportunity to apologize and register your complaint.Mr. [redacted], as MileagePlus member, despite the negative experience, we hope to have your continued business and support. We realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again.Regards,Mrs. [redacted]Corporate Customer CareUnited AirlinesUAL: [redacted]Revdex.com: [redacted]

January 12, 2016   Dear [redacted]   The Revdex.com has notified United Airlines that you have filed a complaint against us.  Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines.   I am very sorry...

to learn of the unprofessional service you received.  The behavior and attitude you described are not reflective of our commitment to providing our customers the highest level of service. All United employees are expected to provide our customers with friendly, professional service at all times.  I apologize for the negative impression this situation has created.   That being said, please know we are committed to providing excellent customer service and will make every effort to report your concerns; however, in order to facilitate our research and direct this matter to the appropriate airport managers, kindly reply to this correspondence with the information requested below.   Frequent flyer number (if available): Flight Number: Flight Date: Ticket Number: Origin: Destination:   We appreciate your business and look forward to hearing from you so we may report your experience.   Regards,   [redacted] Corporate Customer Care [redacted]

October 16, 2017 Dear Mr. **: The Revdex.com has forwarded your correspondence to the attention of United Airlines. I'm very sorry we didn't get you to your destination as you had planned.   We always want to deliver dependable service and although this delay wasn't under our...

control, I apologize for your disappointing experience. It's important that we listen to our passengers now more than ever as we're working hard to be your airline of choice.   As this was a weather related delay, we do not offer compensation and, regrettably, we aren’t able to honor your request of transportation cost along with 50,000 miles. However, as a gesture of goodwill for your experience, I have sent you an Electronic Travel Certificate that will arrive separately within the next five business days. Using that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you deserve.   I appreciate you chose United for your travel. Your business as a MileagePlus member is important to us and we hope to have the privilege of welcoming you back in the future.   Kind Regards,   Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr. [redacted]:   I'm sorry to hear you had to wait for your bags to arrive at your home.   I can only imagine how frustrating it must've been when your luggage wasn't delivered promptly upon your arrival. We value your time and work hard to unload baggage and make it available as...

soon as possible. At times, unexpected issues make this difficult. This doesn't excuse the delay, but know I apologize for any inconvenience. We'll continue to streamline our operations and work even harder for you. Your feedback helps us focus on these areas.   I regret we are unable to provide a refund of your ticket as your ticket has been used and transportation has been provided. With that said as a gesture of goodwill, I will issue an electronic travel certificate to use for future travel on United.  The terms and conditions of the certificate will be sent from a separate e-mail within 3 to 5 business days.     Thank you for choosing United for your travel. We look forward to a future opportunity to give you a more positive travel experience.   Regards,   Cindy [redacted] Corporate Customer Care [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 as United is promising to give me the refund I requested.
Sincerely,
Fevzi [redacted]