United Airlines

Dear Mrs. [redacted]-[redacted]:I sincerely apologize for your checked in baggage delay.  It is never our intent to delay any passengers checked in baggage.I will contact our Baggage Resolution Office and find out where the bag was and when the bag was delivered (if it has been delivered).As a goodwill...

gesture due to your baggage delay, I have authorized an electronic travel certificate for you.  The certificate will be sent to your email address within 24-48 hours.  The certificate is valid one year from the date of issue.  The terms and conditions are clearly printed on the certificate and I am certain that you will find the certificate convenient and easy to use.United Airlines does appreciate your business and we look forward to serving you and Mr. [redacted] on your next United flight.Regards, [redacted]Corporate Customer CareCase [redacted]

Initial Business Response /* (1000, 5, 2015/07/13) */
Dear Mrs[redacted]

I am responding to your complaint filed with the Revdex.com.

We are very sorry for the inconvenience you experienced and for your disappointment with the amount of goodwill which was offered for your...

inconvenience.

I appreciate having the opportunity review your case. Let me start by saying your business is very important to us. Given the circumstances surrounding your experience, I have added 3,000 additional bonus miles to your account. Please allow up to 15 business days for them to appear in your account balance.

Mrs.[redacted] as a MileagePlus member your satisfaction is important to us. We look forward to welcoming you onboard your next United Airlines flight.


Regards,

[redacted]
Corporate Customer Care
Case:[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your consideration and for providing additional compensation in the form of United Mileageplus points. I am now satisfied with my experience with United and will continue to be a loyal customer.
Sincerely,
[redacted]

Dear Mr. [redacted]Your correspondence with the Revdex.com has been forwarded to my attention for review.  Please accept my apologies for the disappointing travel experience you had on October 22, 2015.  Our records show that you purchased award ticket [redacted] for travel...

from Nagano to Fukuoka operated by air carrier EH ANA Wings, Co. The next leg of travel was scheduled on [redacted] Limited from Fukuoka to Beijing.  I am afraid I can only reiterate that the responsibility to secure proper documentation rests with the traveler. When traveling internationally, it is best to verify document requirements with the nearest consulate of the country to be visited. I'm sorry to learn that you has to purchase an additional ticket, but must decline reimbursement for any additional expenses incurred. Still, I do understand the predicament you experienced.  In an effort to resolve your concerns, United has already issued a $150.00 electronic travel certificate and we have issued 10,000 miles back to your Mileage Plus account.  I hope that you give us an opportunity to regain your trust and confidence.  We look forward to seeing you onboard again soon.Best regards,[redacted]Corporate Customer CareRevdex.com[redacted]Case ID: [redacted]

Dear Mr. [redacted]:   I am responding to your communication sent through the Revdex.com.  I'm sorry you were disappointed with our Star Alliance partners schedule change. I understand this isn't how you wanted your trip to begin. I'll pass along your feedback so...

we can continue working hard to be the airline of your choice. If you need any assistance with the changes, please contact Reservations at 1-800-UNITED-1 and we'll do all we can to help. We want to deliver the schedule you need, but sometimes there are operational limitations. I apologize for the inconvenience.  If you are requesting a refund because of the schedule change, please know our Reservation office can process this for you too. On behalf of United, we look forward to welcoming you aboard your next flight.   Regards, Lilia [redacted]Corporate Customer Care[redacted]

Dear Ms. [redacted]:   This reply is in response to your letter to the Revdex.com, on behalf of United Airlines.   I apologize for the disappointing experience your family had with checking in for flight 3578 on January 25th ORDMSP and I am glad you were all able to board and...

fly. Since Greg and Maryanne were downgraded from the Premium cabin to the Main one, I have requested that Mileage Plus prorate and redeposit miles to your account HTK15244, which may take 7-10 days to reflect in your account.   We show $200. travel vouchers were issued for each of the three of you earlier and I have approved one for Miss Maryanne, which will go to your email address within 2-3 days.   I hope with the recredited miles and $800. In goodwill vouchers, we can welcome you and your family back on board United again very soon.   Regards,   Eve [redacted] Corporate Customer Care Case:  [redacted]

Dear.  Mr.  [redacted]:   We received your letter from the Revdex.com regarding your flight experience.  I am sorry to learn of your unpleasant experience when you traveled with us on July 14, 2016 and apologize for your missing bags.  I understand you were...

inconvenienced when your luggage was not returned to you promptly after your recent flight. The experience you describe is certainly not reflective of our commitment to optimal customer service. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind.   Based on my findings, our Baggage Resolution Center is aware of your missing bag(s) and is actively searching the whereabouts of your bags.  Our Baggage Resolution Center has obtain your missing baggage information and will contact you directly when you baggage is located.  Should you have any additional concerns and/or inquiries regarding your missing bags, please contact our Baggage Resolution Center at 1-800-[redacted] (1[redacted]). If the toll-free number is not available in your area, please call 1-[redacted], prompt 4. The center is open 24 hours / 7 days a week.  I realize your flight experience was disappointing, and to help make amends, I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.  We do want you to know that our airport station managers, operations, MileagePlus teams and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you.  Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.   Mr.  [redacted], as a MileagePlus member your business is very important to us.  Please know that are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight.                                           ...⇄   Regards,   [redacted] Corporate Customer Care Case ID – [redacted]

Dear Miss [redacted]:I am responding to your correspondence filed with the Revdex.com regarding your November 14 travel.I apologize for the inconvenience you experienced when our published schedule changed and you received no notification. I realize how frustrating this must have been. Although we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences.  When youbook through a travel agent ([redacted]) they are responsible for notification of a schedule change.Let me assure you that our focus is to provide our customers with the best service experience possible. I'm sorry for the added challengesyou encountered when your connecting flight cancelled.  In addition to the $100.00 electronic travel certificate, we’ll send you a $50.00 [redacted] gift card.  You should receive the gift card via mail in 14 business days.  We appreciate your loyalty and know, as MileagePlus member, it’s the experience of flying United that matters most.Miss [redacted], we look forward to offering you a better experience the next time you fly with us.Kind Regards,Laura [redacted]Corporate Customer CareCase 9844731   Tell us why here...

Dear Ms. [redacted]:I am responding to your correspondence addressed to the Revdex.com regarding your January 7 travel, Reference number [redacted]. I'm very sorry to read about your delayed baggage.   I can only imagine how frustrating it must've been to find your belongings...

weren't promptly delivered upon your arrival. It's important to you, and it's important to us, too. I have issued a refund for the baggage fee you paid. Please allow up to 10 business days for the refund to go through.  In addition to the refund, as a way to apologize for your inconvenience, I am sending you an Electronic Travel Certificate. I hope you'll give us another chance so we can show you how much your business matters. The certificate will be emailed to you within a few days.   We work very 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 please know I apologize for any inconvenience. We'll continue to streamline our operations. Your feedback helps us focus on these areas.   Thank you for choosing United for your travel. We look forward to a future opportunity to give you a more positive travel experience. Kind regards, Sarah [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:I'm sorry for the inconveniences experienced when your bags were delayed and you did not receive the promised certificate. I have sent you a separate email with the $150 electronic travel certificate attached.I appreciate you chose United for your travel and hope your...

next trip with us will deliver the experience you deserve.Sincerely,Dayna [redacted]Corporate Customer CareCase ID: [redacted]

Mr. [redacted]-[redacted] sent another correspondence with the Revdex.com about the same issue, which I responded to yesterday. Please refer to Revdex.com complaint [redacted]. Below is a copy of my response:sarah.[redacted] - Thu Aug 24 2017 14:29:00 CDTDear Mr. [redacted]-[redacted]:I am responding to the...

correspondence addressed to the Revdex.com regarding your August 7 travel.I'm sorry we weren't able to check you in for your flight on time, even though you arrived early to the airport. I understand your frustration when you missed your flight and were rerouted. I'll pass along your feedback so we can review our staffing to make sure we have sufficient personnel ready to check in our passengers.  I'm sorry for the inconvenience and the impact it had on your business dinner.I can imagine the discomfort you experienced with the disruptions, inoperable Wi-Fi, and cold cabin conditions on your flight with us.  Our goal is to make your flight as enjoyable as possible and I'm sorry we let you down.I understand you contacted our Baggage Resolution Center (###-###-####) regarding the damage to your [redacted]. The representative advised you to visit the airport within 14 days to have our Baggage Team make a determination. The report was taken on August 13, so you must go to the airport by August 27. Computer hardware/software and electronic components/equipment are excluded from liability in checked baggage. I  submitted a refund request for your $60 baggage fee. Your reference number is [redacted]. United Refunds will contact you via email once the refund is completed. Please allow up to 10 business days for processing. 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...⇄  As a way to apologize for your inconvenience, I am sending you an Electronic Travel Certificate, which will arrive in a separate email within a few days. We hope it will give us a future oppotunity to provide you with a more positive customer experience.I appreciate you chose United for your travel; we hope to have the privilege of welcoming you back in the future. Kind regards,Sarah [redacted] Corporate Customer CareCase [redacted]

Dear Mr. [redacted]:Our Refunds department is processing a refund for both tickets in the amount of $194.20 per ticket back to the original form of payment, credit card with the last four numbers: 5472 which should be received within 7-10 business days, and will show in 2 to 3 billing cycles on your...

monthly paper statement.If you wish to check on the progress of these requests, please contact our Refunds department at: ([redacted] option 2 for Refunds and refer to the request numbers: [redacted] and [redacted].We appreciate this opportunity to respond to your concerns and thank you for choosing United.Regards,   [redacted] Corporate Customer CareCase: [redacted]

July 8, 2017   Dear Emil [redacted]:   The Revdex.com has forwarded your correspondence to our attention. I apologize for any confusion surrounding the ticket you purchased via TravelMerry.com.   As part of the ticket's rules, you must use the ticket in the order the itinerary...

was booked; otherwise, you risk losing the ticket's value and your remaining flights may be canceled. Also, 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 discount isn't available. The information you have received thus far is correct.   I apologize for any misunderstanding and I'll make sure to report your feedback. When booking your next flight, let us know and we can research tickets with fewer restrictions.   We appreciate your business and 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 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. 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.   If, for any reason, you left the airport without reporting the damage, please contact our Baggage Resolution Center at 1-[redacted]. A baggage representative can assist with further direction. Once again, I apologize for any inconvenience. While I can't change what happened, I'd like to make things better by offsetting your out-of-pocket expenses. I will send you a [redacted] Gift card, which covers reimbursement or the repair of your suitcase. You should receive it within 21 business days. Once again, I apologize for any inconvenience.   We are grateful for your business and I hope your next United trip goes smoother. It will be a pleasure to see you aboard soon.   Regards,   [redacted] Corporate Customer Care Case ID [redacted]

Dear Ms. [redacted]: I am sorry you for the miscommunication, however the terms and conditions were provided online prior to the purchase of the ticket as well as the email receipt states fee for changes.  I am sorry we are not able to leave you with a  more satisfactory response in this case. Kind Regards, [redacted]Corporate Customer CareCase ID [redacted]

Dear Ms. [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.We are sorry for the inconvenience you experienced due to your flight...

cancellation. Our goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination.   Based on your comments, we have room to improve. Please be assured that we understand your concerns. In appreciation for your feedback and patience, please enjoy the electronic travel certificate that will be emailed to you under separate cover within 3-5 business days. Please provided me the  other 3 travelers information so that they can be compensated as well. I will also provide you with a Visa gift card for the hotel stay, but I will need your ticket number and flight information for the cancelled flight on August 8, 2016 Your continued support is very important.  We are working hard to earn your trust. Regards,Lisa [redacted]Corporate Customer CareCase# [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12749809, and find that this resolution is satisfactory to me.
Sincerely,
Veronika [redacted]

Initial Business Response /* (1000, 5, 2015/06/29) */
Dear Ms. [redacted]
Your correspondence with the Revdex.com has been forwarded to my attention.
Thank you for taking my call today. Please accept my apologies for the ticketing confusion in St. Maarten on April 11, 2015. As we...

discussed, you may contact me in the office tomorrow, if you are able to find the additional ticket numbers that were booked through US Airways. I look forward to hearing from you so that we may resolve your concerns.
Best regards,
Mary Beth [redacted]
Corporate Customer Care
Case ID [redacted]

Dear Mrs. [redacted]:   Thank you for the concerns that you’ve expressed via the Revdex.com. I'm sorry about any confusion or misunderstanding with your ticket in reservation number [redacted].   In reviewing our record, it shows that your ticket was created on January 13, 2017, and...

your original flights were: UA 198G 27JAN  LAXPVG 1245. 1835. UA [redacted] 31JAN  PVGLAX [redacted].   Then on January 25, we show you contacted Reservations and your return flight was was changed to: UA [redacted]   This change was registered as an even exchange due to an agent error, so any change fees or any difference in fares were waived by our representative.  Then an email receipt was sent to your email address on January 27th: 27JAN/1245/EMAIL RECEIPT SENT 01/27.   Then, on January 30, you contacted us again to change your flight to UA199 from Shanghai to Los Angeles on January 31, 2018. At this time our representative collected a $300 change fee and the difference in fare of $380.51, as your original fare class was not available and the new fare was higher than what you had originally paid.   I understand your request to refund all of the charges; however, I'm unable to refund the difference in fares. Our records show that the change was agreed and requested by: Joany [redacted]: RCVD-EZR-7.8.11-JOAN YI[redacted] 25JAN 0517Z UA. Nonetheless, as a customer service gesture and one-time exception, I have authorized and submitted a refund request of the $300 change fee, please allow 10 business days for processing. 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...⇄ We appreciate your business and hope you will give us another chance to give you a more positive experience. We value your continued patronage of United Airlines.   Kind regards,   Leyly [redacted] Corporate Customer Care Case: [redacted]

Dear Mr. [redacted]:   The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for any frustration caused to you.   I am sorry for the inconvenience you experienced when our published schedule changed. I realize...

how frustrating this must have been. I understand your disappointment and will communicate your concerns. We implement schedule modifications for a number of reasons, including the need to adjust to market and seasonal demands. Although we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences.   We appreciate your business as a valued Mileage Plus member and look forward to welcoming you on board a future United Airlines flight.     Regards,   Shandai [redacted] Corporate Customer Care Case:[redacted]

February 6, 2018Dear Dr. [redacted]I am sorry for any missing information surrounding the tickets you mention.Regrettably, you haven’t supplied any information that is necessary for me to investigate. I do see that you wrote in recently and received a reply from one of my colleagues requesting the...

actual ticket numbers. I did locate some information with a refund in your name. However, as there was no contact information included with that, I was not able to confirm if this was related to one of the tickets you mention. Please respond with the ticket numbers in question and I will do my very best to resolve this for you.Dr[redacted], we appreciate your business as a MileagePlus member and look forward to serving your future travel needs.Kind Regards,Judy [redacted]Corporate Customer CareCase [redacted]