United Airlines

December
10, 2015Dear
Mr. [redacted]We
are sorry for your continued disappointment considering you have submitted an
additional correspondence to the Revdex.com.Our
records reflect that your original flight from Jackson Hole to Los Angeles was
scheduled to depart at 5:00pm with an arrival of 6:26pm.  Your new flight's departure time is 4:47pm
with an arrival of 6:08pm.  Our
United schedule change policy permits us to process an involuntary refund if
your changed departure or arrival time changes by two hours or more.  Considering the departure time changed by 13
minutes and the arrival time changed by 18 minutes, this would be ineligible
for a schedule change refund on a non-refundable ticket.  We are sorry to disappoint you.Your
dissatisfaction with our refund policy is understood and has been
documented.  Constructive feedback and
suggestions, whether positive or negative, is always appreciated as it allows
us to evaluate our service and helps us to consider future changes and
improvements.  Mr.
[redacted] we appreciate this opportunity to respond and look forward to welcoming
you on board a future United and/or United Express flight. Sincerely, [redacted]United
Airlines Corporate Customer CareRef
# [redacted]

Complaint: 11232548
I am rejecting this response because:  it will cost me $1,400 in fees to change these flights. Am I not able to submit the court order FIRST, in order to have these fees waived, and then order the tickets?  Again, I was not notified about this charge when I first rescheduled the flight, so I would appreciate your mercy in this issue.
Sincerely,
Rob [redacted]

Dear Mr. [redacted]: I have retrieved your reservation and do see that you are confirmed with the upgrade on [redacted] and you are waitlist on [redacted].If that remains an issue with the reservation and this is not what you have confirmed please advise.United Airlines does...

appreciate your business.Regards,Sheila [redacted]Corporate Customer CareCase [redacted]

Dear Mr. [redacted]: We were very sorry to hear that our inflight entertainment system did not work properly on your recent flight from Newark to Los Angeles. We recognize that any kind of equipment malfunction will impact your overall perception of the quality of our product and services. When we...

discover a maintenance issue, we try to resolve the situation as quickly as possible, but it is not always possible to complete the repair prior to a flight departure.   You contacted us and a complaint was filed on your behalf in addition to issuing you a $100.00 electronic travel certificate.  I regret your disappointment in our goodwill offering. Please understand United uses a tiered model when determining goodwill considerations and reviews our guidelines annually to make sure that they are properly aligned to several determining factors and to the satisfaction of all our valued customers.  Based on this criteria, we are unable to issue the additional goodwill you are seeking.  Our intentions are to offer you a balance of valuable options that are easy to redeem. I hope you will accept the travel certificate in the spirit we intended.  Unfortunately, we are unable to provide a refund of your ticket as transportation was provided. We appreciate your business and hope to have the pleasure of welcoming you aboard again soon.   LaRece [redacted] Corporate Customer Care Ezcare case #10775997

Dear Mr. **:Thanks for contacting us through the Revdex.com again.I'm sorry you were disappointed with our employees' service and that the flight was not held for you.  I can only imagine how you felt. I'm sorry your travel plans were interrupted.  We will definitely pass along your comments so we can review our policies. We do our best to accommodate late-arriving or delayed customers when we can, but we have to consider the takeoff slot and we'd also like to leave on time for all our passengers. Our staff is there for you to help you find a revised travel plan and offer some amenities during these unexpected situations.  We do regret they did not step up in this instance. Regardless, 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. Your business and loyalty as a valued 1K is appreciated. I hope you will give us another chance to give you a more positive experience.Regards,   Joe [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,
Arnold [redacted]

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com.  I'm sorry to read about your flight delays on May 14, 2018. I can only imagine how it affected your plans. I'm sending you a $300.00 Electronic Travel Certificate, which should arrive via...

email in the next few days. I'll also send on your feedback, so we can review our processes. There are times when maintenance or other issues impact safety. We make sure these are resolved before we depart. We're working hard to improve our recovery in these situations and provide the customer experience you deserve. Thank you for your business and loyalty. We look forward to seeing you on your next United flight.Regards, Susan [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.
Although I sincerely hope that when I use my travel vouchers for a United flight in the future that it will be significantly better than my last experience with them. I would also like an update if possible to whatever action is taken against the employees that made our previous experience so horrible.
Sincerely,
Ian [redacted]

Complaint: [redacted]
I am rejecting this response because: Because I was purchasing a package flight and hotel. I was told by united representative that I would be credited $1600. She told me to call back after I make the purchase, when I did other united representative told me that I would not get the refund. My husband even asked first representative second time to confirm that we would be getting $1600 and she confirmed once more. I want to resolve this issue as soon as possible. Also, it seems that either your employees do not know what they are talking about or intentionally lying to your clients therefore this makes you liable for their screw ups. Your response is try to deflect the problem without resolition. This adds another layer of not taking responsibility for your employees actions. Now, it seems that this is a willful misconduct on your behalf.
Sincerely,
Arina [redacted]

Dear Mr. [redacted]:Thank you for contacting us through the Revdex.com.I can imagine it was very frustrating to wait so long on hold for a Reservations agent.  As you're aware, weather issues are causing us to have very high call volumes and I apologize for the delay. We always want to...

provide the timely assistance you expect.  I'll report your feedback so we can review staffing and determine how to improve.  I'm also sorry you're return dates were incorrectly booked.  Unfortunately, as part of the ticket's rules, there's a processing charge for any changes.  Apart from that fee, you may also have to pay for any price difference if the same fare class isn't available.  When booking your next flight, let us know and we can research tickets with fewer restrictions.  We offer a variety of fares to meet our customers' travel needs. This helps those who require more flexibility.  Please give our Reservations department a call at 1-800-UNITED-1 and we'll gladly research the options for you.  We are not able to waive any fees or fare difference. We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs on United.Regards,   Joe [redacted] Corporate Customer CareCase [redacted]Tell us why here...

Complaint: 11154120
I am rejecting this response because:  I did contact the service center 7 months ago.  They never responded and they never adjusted my account as they promised. That is the reason I contacted the Revdex.com for assistance.  
Sincerely,
Maurice [redacted]

Dear Mr. [redacted]:   Thank you for the concerns that you’ve expressed via the Revdex.com.   We value your feedback regarding your experience in our website. I am sorry to learn you have encountered a discrepancy on the fare you were looking for while attempting to book your...

ticket in our website. Our intention is to make your experience online as streamlined and as simple as possible.   Please know that your feedback will be shared with our Web Analyst senior management team for their review and appropriate internal actions.   We appreciate your request to honor the fare you were quoted when attempting to book your ticket; however, I am unable to assist you with that, because our department does not handle reservations. However, you are welcome to contact ou Web support desk, at 1-800396-1751, for further assistance.   As a tangible gesture of concern for your experience, I will deposit 3,000 bonus miles to your MileagePlus account. Please visit united.com to verify your mileage balance within 5-7 business days. It is my hope that you will accept our apology and enjoy using the miles at some point in the near future, thereby giving us the opportunity to win back your trust.   Rest assured that we want to do everything we can to ensure that your needs are met. We continually focus on improving our products and services.  We appreciate your business and look forward to welcoming you onboard a future United Airlines flight whenever your personal or business travel plans permit. Kindest regards to you. Leyly [redacted] Corporate Customer Care 9964493

Dear Ms. [redacted]:Please accept our sincerest apologies for the inconvenience that you have expressed. United's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time service. We are truly sorry we did not live up to that expectation. We regret you and...

Mr. [redacted] were not notified when your Brussels to Newark flight changed and understand your frustration. We agree this was not good customer service. In our ongoing effort to make service improvements your comments have been documented for internal review; we are committed to providing both of you positive travel experiences.While your request for Travel Vouchers comparable to a flight from Brussels to Newark or a refund of your Award tickets is appreciated, we must respectfully deny your request as this exceeds our goodwill compensation guidelines and we do not refund used tickets. However, we do realize the inconvenience you and Mr. [redacted] experienced; Electronic Travel Certificates in addition to the E-Certificates you previously received will be sent in a separate email as gestures of our concern. Please allow up to 7 business days for processing.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support.  We look forward to serving both of you again soon.Regards,   James [redacted] Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]: I am so sorry to hear of the unpleasant start to your vacation. We received your complaint filed with the Revdex.com and with our Baggage Resolution Center. Please accept my personal apology the attendants were not more helpful in locating a space for your carry-on...

bag. I empathize with your frustration, as the late hour of the delivery further compounded the inconvenience. Regretfully, we are unable to refund used or flown travel, and we are limited to travel certificates or mileage as our goodwill or compensation options. However, I can refund the $25 checked bag fee I located in your record.  Please allow up to one billing cycle for the fee to reflect back to the original form of payment. Additionally, I will be happy to send you a $100 electronic travel certificate.  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 ExpressJet Airlines.  Please allow 3-5 business days for delivery on a separate cover to your email. We hope you will be able to accept our apology and the goodwill in the sincerity it is offered. Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Complaint: [redacted]
I am rejecting this response because: business is currently investigating the incident we are still waiting for them to offer a resolution to our situation. 
Sincerely,
Nechama [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]

Dear Ms. [redacted]:I am responding to the correspondence you forwarded to the Revdex.com. I just spoke to Elaine [redacted] about this case. She said she was waiting to hear back from you and she said she has not received any medical documents as of today.  She will be more then happy to...

discuss this with you in more detail as she has been handling this case and she has all of the pertinent information.  Please call her at 713 324 5666, email her at elaine.[redacted]@united.com, or fax her any documents to [redacted]. I advised her that I emailed you back and she is waiting to hear back from you to resolve this concernThank you for your patience on this matter and have a nice day.Regards,   Susan [redacted] Corporate Customer CareCase:  [redacted]

Dear Ms. [redacted]:Please accept our sincerest apologies for being charged a bag fee in error by our Customer Service Representatives at the Austin, Texas airport. United's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time service. We are truly sorry...

we did not live up to that expectation. We understand your disappointment and take your concerns very seriously. In an ongoing effort to make service improvements  your concerns have been documented; we are committed to providing you a positive travel experience.It is never our intent to inconvenience our passengers, and I am very sorry your expectations were not met. We will be sending an Electronic Travel Certificate in a separate email as a gesture of our concern and to offset the bag fee you were charged in error.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support.  We look forward to serving you and your family again soon.Regards,   James [redacted] Corporate Customer CareRevdex.comcase#11154804ezCare [redacted]

Dear Ms. [redacted] I want to apologize for the inconvenience that you experienced as a result of our irregular operations.   Please understand that we do work hard to minimize flight problems. Of course the safety and well-being of our passengers must always be our first priority so some delays or...

cancellations are unavoidable. 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. Inclement weather, mechanical problems, industry regulations and air traffic situations issues all affect our ability to meet our on-time performance goals each day. In some instances, we’re not the cause, yet we acknowledge it’s our responsibility to be part of the solution. From what you describe, on this occasion we failed to meet your expectations for providing good service and for that I am truly sorry.   Your frustration over this event is certainly understandable; we regret any inconvenience that our delay may have caused.  Although our goal is to provide you with an on-time departure whenever possible, your safety is always our foremost priority. I regret we are unable to reimburse you for your additional travel expense. Please understand the travel you purchased to Havana was a non-conjunctive ticket, meaning that your flight from San Francisco to Houston then to Mexico City was purchased separately from your flight from Mexico City to Havana. United Airlines responsibility was to provide travel to your final destination; in this case, your destination was Mexico City.  Had the tickets been purchased as a single ticket, we would have made arrangements for your onward travel to Mexico City.  I regret we are unable to reimburse your additional expenses to change your ticket on Aero Mexico. I am sorry you were not satisfied with our goodwill offering. Your request additional cash compensation is not within the scope of our compensation guidelines.  Nonetheless, I am authorizing an additional electronic travel certificate for $200 for your future use to bring this matter to an amicable close.  I hope this will express our desire to provide you with the service you deserve.  The electronic travel certificate will be emailed to you separately and you should receive it, at this email address, in the next 3-5 business days. Thank you for your loyalty as a MileagePlus member, 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,   [redacted] Corporate Customer Care [redacted]

Complaint: 11190665
I am rejecting this response because:  I appreciate the fact that United refunded the unauthorized charge and upgraded 3 of my 5 flights from Economy to Economy Plus but none of this would have happened if I didn't notice the unauthorized charge, pursue the issue with United, and make the request.  United did not initiate any part of this other than erroneously charging me $150 more than was authorized by me which in my mind is unethical and illegal.  I did not authorize the charge but United took the money out of my bank account anyway.I don't think it is out of line to request that the $304.00 that I had previously paid to upgrade the portion of the trip from BCN to EWR for my daughter and I be refunded.  Nor do I think it is out of line to request Premier Access on all of my flights.  The final request is to be moved to the A-B or K-L seats in rows 17-24 of Economy Plus (together) on the EWR to BCN flight.  They are not showing available for me to switch to on your website (except for the emergency exit - my daughter is only 14 so that won't work) but I know that United hides seats until certain times prior to a flight.  With that said, you should be able to move us.  If that cannot be accomplished, we will stay in 21E and 21F for that flight and you can move us to 7A and 7B for the BCN to EWR flight.  If these requests are accomplished, I will accept the resolution and consider that case closed.  Thank you for your consideration.
Sincerely,
Kimberly [redacted]