United Airlines

Dear Ms. [redacted]:I am responding to your communication submitted to the Revdex.com:I'm sorry for the confusion about our Basic Economy fares.To clarify our policy, Premier members who purchase Basic Economy tickets are subject to most of the Basic Economy restrictions. However, Premier...

members will receive the same boarding priority and carry-on allowance as they would receive when traveling on any other fare, and they're still eligible for the complimentary checked baggage allowance they receive with their Premier status.However, in researching your information our records indicate that your MileagePlus status is that of a general member (MileagePlus Number [redacted]). As you do not have Premier status, the appropriate baggage fee was collected by our Palm Springs Customer Service representative. If this is not the correct MileagePlus number, please let us know and provide the number. If you have Premier status, we will submit a refund request to our Accounting department.As a friendly f.y.i., to qualify for elite (Premier) status, customers must travel a minimum of 25,000 qualifying miles or 30 qualifying flight segments and spend a minimum of $3000 annually. For more information about the various Premier levels, please visit united.com. For your convenience the link is provided below: https://www.united.com/web/en-US/content/mileageplus/premier/qualify.asp...⇄ a MileagePlus member, 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]

Complaint: [redacted]
I am rejecting this response because:I appreciate you looking into this matter. This should have been done by the customer representatives that I contacted. Their rude behavior is unacceptable and I demand action.Just saying that you consider the matter closed will not cut it!
Sincerely,
[redacted]  Here is your own email asking me to contact customer service:September 30, 2016PASSENGER: [redacted]/[redacted]TICKET(S): [redacted]REQUEST ID:[redacted]Dear [redacted]:Thank you for contacting United Refunds.Your inquiry pertains to a future travel reservation. Please contact a Reservations representative at 1-800-UNITED-1 (1-800-864-8331).Thank you for choosing United Airlines. We look forward to serving you again soon.Sincerely,United RefundsCheck Refund StatusFAX: [redacted]

Dear Mr. [redacted]:Your correspondence with the Revdex.com has been
forwarded to my attention for review.  I
hope this email finds your daughter feeling well.  Please accept my apologies for the
disappointment you have expressed regarding the terms and conditions of...

the
tickets you purchased for travel to Shannon, Ireland.  Please understand if you do not contact
United to cancel the travel dates, and you fail to use the outbound portion of
your ticket, our system automatically assumes you did not travel and cancels
the return portion.  Since you were
forced to make alternate arrangements due to the health of your daughter, you
may want to submit medical documentation in order to request a refund of the
unused tickets.  You may submit the
request to www.united.com/refunds.  Mr. [redacted], we recognize we have many complicated rules
and processes.  We agree some are
difficult to understand, and we often review our policies.  So, your comments are important and helpful.  While I can't undo the circumstances you are
disappointed with, I commit to you that United is dedicated to providing you
the service you expect.Best regards,Mary Beth [redacted]Corporate Customer Care Revdex.com [redacted]Case ID: [redacted]

Dear Mr. [redacted]:   I am sorry for the unexpected overnight inconvenience when traveling with us on December 26. We receive your inquiry via the Revdex.com, case [redacted].   Please accept my personal apology for what seemed contradictory at the airport.  Although, we do...

have a customer service desk for on the spot resolution;, for cases requiring more in-depth response, research, resolution, it is best to refer the customer to our Customer Care department for the best service.   I will be happy to send you and your wife each a $250 electronic travel certificate as goodwill for the overall inconvenience and to offset your unexpected expenses.  Regretfully, we are unable to offer a refund for used or flown travel.  Understandably, there was the overnight delay, but travel was ultimately completed.  We appreciate your flexibility and recognizing this as an amicable solution.    The electronic travel certificates are valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines.  Please allow 3-5 business days for delivery on a separate cover to your email.   Thank you again for taking the time to reach out to us and choosing United Airlines.     Sincerely,  [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here...

Dear Mr. [redacted]:I am responding to your correspondence addressed to the Revdex.com regarding the [redacted] MileagePlus Explorer card checked bag benefits. I'm sorry to learn of the difficulties you experienced after you applied and were approved for the [redacted] MileagePlus Explorer...

card.  you were charged some unexpected bag fees. I can imagine your frustration since you weren't planning the additional costs when you learned you had to book with the card.  I won't be able to waive the bag fees and additionalfare now.  The first checked bag fee is automatically waived for the primary cardholder and one companion on the same reservation when a MileagePlus Explorer, Club or Presidential Plus card is used to pur[redacted] the ticket.  I'll make sure to pass along your feedback, though, so we can review this procedure. I apologize for any confusion with the [redacted] credit cardissuance.    Once you complete your travel kindly advise and I will refund the bag fees and additional fare totaling $194.00.  As a way to say we're sorry I'll credit your MileagePlus account with10,000 bonus miles, which you'll receive in the next few days.   Thank you for choosing United for your travel; we look forward to welcoming you on board a future flight.Kind Regards, Laura [redacted]Corporate Customer CareCase [redacted] Tell us why here...

Dear Mr. [redacted]:   I'm sorry you're disappointed with my response.     Please understand that weather can encompass a multitude of issues, way beyond simple rain. Heavy winds in the upper atmosphere can be a very dangerous for any aircraft, and the very dangerous phenomenon of wind shear may be the result of these gusty winds. Unfortunately, despite the best preventive measures, severe weather simply cannot be anticipated and there will continue to be times when we must delay/cancel flights. My intention with the previous reply was to show you I understood your concern and let you know I'm sorry about everything that happened during your flight. I have sent you an electronic travel certificate as a goodwill gesture. I regret we are unable to refund your extra travel expenses.     I regret we are unable to reimburse for your additional out of pocket expense; please allow me to clarify our position, when there is a service interruption, we will offer you confirmed reservations on the next available flight. We are unable to reimburse the cost of any related expenses like prepaid hotels, airline tickets, and missed events, lost wages or car rentals at your destination as the reason for your delay was due to weather which is beyond our control.   We appreciate your understanding.     The cause of the irregular operations was out of our control but because we value your loyalty, we have sent you an Electronic Travel Certificate (ETC).   We sincerely hope that you are able to accept in the spirit in which it was proffered as we do consider it an honor and a privilege to welcome you back.  Although we will consider this matter closed, our goal is to remain your preferred carrier, and we understand the importance of providing consistently safe, reliable and professional service to achieve this objective. Given the opportunity to welcome you aboard once again, I am confident you will experience the outstanding service and operational reliability we traditionally provide.    With kindest regards, Cindy [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Ms. [redacted]:Your email addressed to the Revdex.com regarding your experience with us on January 11, 2018 was forwarded to my attention. I'm very sorry to hear your checked bag was damaged.  Your luggage is important to you. It's important to us, too. I can understand why...

you're frustrated. As you were advised over the phone, a damage report must be filed at the airport within 7 days of arrival for international flights, so one of our airport agents can visually assess the bag. Once our agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction. I regret your disappointment with our policy.  Unfortunately, since the bag was not inspected we must deny your claim. However, as a goodwill gesture I have sent an Electronic Travel Certificate that will arrive via email within a few days. Using the certificate, we look forward to the opportunity to provide the service you deserve. I appreciate that you chose us for your travel as a MileagePlus member and on behalf of United, we will do better to meet your needs on your next trip.Best Regards, Marleina [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.  I appreciate your help in resolving this matter.  As previously explained I tried to go through United Airlines Customer Service Department and I they blamed their mistakes on weather. I thank you again for your dedication to the consumer. 
Sincerely,
John [redacted]

Complaint: [redacted]
I am rejecting this response because: The United policy is only valid to protect the company interests so the customer need to live with the damage clearly caused during the baggage transportation so I think it is not fair.
Sincerely,
[redacted]

Dear Mr. [redacted]: I am  sorry your United Cub Passes expired and you were not able to get them re-issued. I have requested that 3 electronic United Club passes be issued via a separate email within 24-48 hours. Thank you for your patience, your business is appreciated.  Kind...

regards, LaRece [redacted]Corporate Customer Care ezcare case #[redacted]

Dear Mr. [redacted]:All United Airlines flight schedules are not guaranteed.  We do make schedule changes and we encourage our passengers to always continue to check on their reservations especially when booking flights far in advance.The schedule change again arrives at your destination one minute earlier than your original flight.  There is no guarantee that we will not make additional schedule changes between today and the date of your flight.  There was not guarantee that your original flight would be an on time flight when there is always the possibility of all flights being delay due to various circumstances.  I regret that you are disappointed in my response.  Mr. [redacted], United Airlines will not allow you to change your flight fee waived due to your flight schedule change.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]   Case Complaint: [redacted] I am rejecting this response because: The flight leaves the airport 15 min later than original scheduled time. It increased the chance that I'm not arriving the destination as I originally scheduled. United never guarantee on-time delivery and never compensate for late arrival. It is not right for me to take all the risk of late arrival. I book the flight to of the specific schedule, I do not want the flight departure time to change.  Sincerely, [redacted]

Dear Mr. [redacted]: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns.  I understand you already contacted [redacted] and were not satisfied with the handling of your [redacted] ticket...

purchase.  Any changes or refunds need to be made through the original booking source.  As such, this matter needs to be addressed by the booking source which is [redacted] in this case.  If you wish to pursue this matter, you will need to follow up directly with [redacted].  Thank you for your understanding. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because: My loss in this incident is over $900. $200 voucher is absolutely not acceptable. Offering the same amount of travel credit is acceptable. 
Sincerely,
Xiaoxu **

Dear Ms[redacted]:I am responding to the correspondence you forwarded to the Revdex.com, as we handle these concerns on behalf of our CEO.  I am sorry to hear you missed your scheduled flight on April 06 2017 and I understand your frustration. I also understand your disappointment that...

you did not receive the help you expected or deserved at the airport from several representatives during this stressful time.  I realize you incurred additional expenses, and I apologize you arrived in Nassau much later then scheduled. As a goodwill gesture I have issued you a $400.00 electronic travel certificate that will be emailed to you in a few days.  I hope you will use the certificate and give us another opportunity to serve you better on a future flight with us.Thank you for being a MileagePlus member with us and have a nice day.Regards, Susan [redacted]Corporate Customer CareCase: [redacted]

January 17, 2017 Dear Mr. [redacted]: The Revdex.com has forwarded your correspondence to our attention. I'm truly sorry your trip didn't go as planned. Weather sometimes interrupts our operation and I can certainly understand your frustration with the added travel time. When this...

happens, our representatives will protect you on the first available flight, and I apologize this wasn’t as soon as you had hoped. Since the delay wasn't under our control, we won't be able to honor your compensation request. Quality customer service is always our goal and we realize any delay affects your travel experience. We’ll take your feedback to see what we can do to improve how we handle these situations. Once again, I apologize for any inconvenience.   Mr. [redacted], I have submitted your ticket information to our Refunds department, requesting a refund of the unused segment of travel. The refund will be placed back on the original form of payment. In addition, as a gesture of goodwill, I have sent you an Electronic travel Certificate which will arrive via email within a few business days. I appreciate that you chose United for your travel. We hope to have the privilege of welcoming you back in the future.   Kind Regards,   Judith [redacted] Corporate Customer Care Case [redacted] Tell us why here...

Dear Mr. [redacted]:   Your correspondence with the Revdex.com has been forwarded to my attention for review.   I understand that you are disappointed with the fare paid for your mother in-law's ticket on reservation number [redacted].     United Airlines 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. Fares are subject to availability, and lower fares may not be available for every flight.   Our published fares are not determined by distance but rather by historical sales data, available inventory, local events, and competitor pricing. It is not unusual for fares to fluctuate, sometimes several times in a day. To secure the best possible fares, please confirm your reservations in advance and check alternate dates of travel when possible.    Our website reservation system will price your travel request according to our round trip rules and restrictions given both the departure and return dates for the cities you've requested. The availability of our fares changes continuously as reservations are made and cancelled, but our system will automatically quote the lowest fare available that you qualify for at the time of your request based on your specific reservation.   I regret to read that you were provided incorrect information from one of our reservations agents in regards to a possible discount of our published fare due to medical reasons; however, United has discontinued the discount offered on fares in case of emergency or bereavement, effective March 14, 2014. Last-minute fares have generally decreased, making bereavement or medical emergency discounts less valuable for our customers.   While it may not be the answer hoped for, our ticketing policies are clearly disclosed in our website. I apologize for the negative impression this situation created. It is never our intention to inconvenience our passengers.     We appreciate  your request to adjust the fare Ms. Walsh paid on her ticket, by $[redacted]; however, I must respectfully decline your request as the fare she paid was the applicable current fare offered at the time her reservation was booked. Nonetheless, as a goodwill gesture, I will be sending her an electronic travel certificate, which may be applied towards a future purchase on any United or United Express flight. The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to use. The certificate can be redeemed on united.com. Included will be the PIN to be provided when the certificate is redeemed for use towards future travel. The ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinations.   We appreciate your business and look forward to welcoming you on board a future United Airlines flight. With kindest regards,   Leyly [redacted] Corporate Customer Care [redacted]

Dear Mr. [redacted]: I regret that you did not get the seat you reserved on your flight from Boston to San Francisco, and sincerely apologize for any inconvenience this may have caused you. The following information is clearly outlined in our Contract of Carriage.  You can view this...

information on united.com.  We do our best to accommodate individual seat requests, but unfortunately, "due to potential operational changes, we are not able to guarantee seat assignments".   Advance seat assignments are offered as a courtesy to our customers, and we hope to be able to do so for you in the future.  Our records indicates you travel in the class of service you purchased and took part in that class of service amenities. 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. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, LeMarkus [redacted]Corporate Customer CareCase: 10034190 Tell us why here...

Dear Ms. [redacted]:   Your latest correspondence through the Revdex.com website has been forwarded to my attention for review. Although we cannot refund your money, most of our published fares allow changes when you cancel your reservation before the original flight departure.  Prior to your trip, you can cancel your reservation and re-use the value of your ticket; it is similar to having a nontransferable store credit valid for one year from original purchase.  Regrettably, you purchased the new [redacted] ticket before you called to cancel your travel on United Airlines.  Therefore the ticket has no value.  Ms. [redacted], I recognize we have many complicated rules and processes.  We agree some are difficult to understand, and we often review our policies.  So, your comments are important and helpful.  While I can't undo the circumstances you are disappointed with, I commit to you that United is dedicated to providing you the service you expect.   Best regards,   Mary Beth [redacted] Corporate Customer Care  Revdex.com[redacted] Case ID: [redacted]

Dear Mr. [redacted]:I am responding to your communication submitted to the Revdex.com. I certainly understand your frustration and regret we were unable to assist you with the exchange of your ticket which would have been required for a new boarding pass. Based on your comments, it seems our Customer Service representatives could have done a better job in explaining the situation. I apologize. Your feedback is important to us and will be shared with the appropriate management teams for future improvements. While we do not have the ability to override the policy or procedures of the [redacted] or refund tickets that are issued by another airline, we will send you a $150 travel certificate as a customer service gesture. The electronic voucher will be delivered separately via email within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight.As previously communicated, please contact either [redacted] or [redacted] with your refund request. As always, we appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie [redacted]Corporate CustomerCase ID:[redacted]

Dear Ms. [redacted]:   The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on August 22, 2017.  I appreciate the opportunity to respond to your concerns.   I'm very sorry to hear your bike within your checked...

bag was damaged.   Your luggage is important to you. It's important to us, too. I can understand why you're frustrated. A damage report must be filed at the airport within 24 hours of arrival, so one of our airport agents can visually assess the bag. It's important to leave your bag tags attached to your luggage, too. Once our agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction.   You were advised correctly by our staff that since you left the airport without reporting the damage, you would need to return to an airport location so our staff could inspect your item.  You are able to get this done at the nearest airport which United services, which is the Des Moines, IA airport.  If, you have not done so already, you may contact, our Baggage Resolution Center at 1-800-[redacted]-[redacted], let them know you will be coming to the airport and you have a case # [redacted] filed in Customer Care on August 27, 2017. A baggage representative can assist with further direction. Once again, I apologize for any inconvenience, as we are unable to settle a damaged baggage claim using photos.   On behalf of United, we look forward to welcoming you aboard your next flight.   Regards,   Candance [redacted] Corporate Customer Care Case:  [redacted]