United Airlines

Complaint: [redacted]
I am rejecting this response because: Although I sincerely appreciate the travel voucher, the information included in the letter above written to me is not accurate. Although I did receive 2 checks, the first was under the incorrect name, thus I was unable to cash it. The claims department then put a stop payment on it before issuing me a second check. My total amount received was actually $611.88, although my claim was for close to $1,000. I do want to emphasize that I am very pleased with United sending a travel voucher, and appreciate the gesture. However, I also want to state that I was only given $611.88 instead of the $900 written in your records, and want your records to clearly show that I was not given the amount written in the statement above. I kindly request the $290 check be reissued so I may have the full amount of both checks in my possession, if possible.
Sincerely,
Emily [redacted]

Dear Mr. [redacted]: I'm sorry we didn't get you to your desti[redacted] when we promised. I sincerely apologize you missed your vacation.   We didn't deliver the comfortable travel experience we're committed to providing. Please accept my sincerest apologies for not meeting your...

expectations or our goals. To apologize for your inconvenience and to regain your trust, I'm sending you a $150.00 Electronic Travel Certificate that will arrive separately within the next five business days. I hope you will give us a chance to give you a more positive travel experience.   I appreciate you chose United for your travel and on behalf of our United family, we hope your next trip with us will deliver the experience you deserve. Regards,Christina [redacted]Corporate Customer CareCase 11025262

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.    We regret your disappointment with the expiration of your 57,567 MileagePlus miles which...

expired on August 1, 2015.  The rules of the MileagePlus program do stipulate that “any member who fails at any time to engage in account activity for a period of eighteen (18) consecutive months is subject to termination of such member's membership and/or forfeiture of all accrued mileage as of the last day of the 18th month.   Activity includes (without limitation) earning flight miles on United or earning or redeeming miles with a MileagePlus partner (as defined in Rule 12), redeeming miles for award travel, buying miles or transferring miles.”  The rules of the MileagePlus program are detailed on United’s website, and we are sorry to learn you were not familiar with the terms and conditions of the Program.   We want our members to actively enjoy the MileagePlus program so we have made it easy for our MileagePlus members to keep their miles active.  As long as you earn or use MileagePlus award miles at least once every 18 months, your miles will not expire.  We kindly ask that you review your records to see if you have any type of qualifying activity such as a car rental or a flight which did not post to your MileagePlus account within the last twelve months.   If so, then please call MileagePlus at [redacted]  Our MileagePlus specialist will review your information to determine if your expired miles will be eligible for automatic reinstatement.   Or you have the option to reinstate your expired MileagePlus miles for a fee.  We have provided the URL for your convenience which contains the terms and conditions of this online offer:  https://buymiles.mileageplus.com/united/index_en.html.  And select “Reinstate expired miles.” If you are interested in buying back your miles, please be sure to call MileagePlus or go online and follow the required steps.     Thank you for allowing us to provide assistance.  We do hope this information is helpful and that you will be able to benefit from the Reinstatement Miles offer if you do not have any flights which were not automatically credited to your MileagePlus account, Mr. [redacted]     Sincerely,   [redacted]   Corporate Customer Care [redacted]

Dear Ms. [redacted]: I'm sorry your travel was interrupted by severe weather conditions. I can certainly understand how upsetting this was as it disrupted your family's travel plans. Keeping safety our top priority, we work closely with Air Traffic Control (ATC) to determine the best possible...

flight path and departure times. It is never our intention to disrupt our passengers' travel but the safety and well-being of our passengers and crew must always be our first priority.However, while cancellations and delays do sometimes occur, sub-standard customer service should not. Our poor handling of this situation certainly does not meet United's standard for service. Our staff certainly could have done more to acknowledge the situation and to better assist you. We'll report your comments and work hard to provide better communication and recovery when these types of uncontrollable situations occur. While we do not provide compensation for flight cancellations or delays due to circumstances beyond our control, we do realize the inconveniences you and your family experienced. As a gesture of our concern, Electronic Travel Certificates will be sent in a separate email within a few business days. While my apology cannot undo your frustrating experience, please know we take your concerns seriously and we will continue to strive to consistently meet your service expectations.I appreciate that you chose United for your travel and we look forward to providing you and your family a more positive experience.Regards, James [redacted]Corporate Customer CareCase: [redacted]

Dear Ms. [redacted]:  I am responding to your communication filed with the Revdex.com regarding your January 7, 2017 travel.  When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional service.  Please accept my sincere...

apologies for the frustrating and upsetting events after your gate checked luggage was delayed.  You should always have a positive experience with United. What you described isn't reflective of our commitment to providing exceptional customer service.   I'm very sorry we didn't deliver that.      I shared your feedback with our Baggage Performance Operations Team.  This will be helpful in evaluating our service to ensure we respond more effectively to you in the future.   A Baggage Claims Analyst reviewed your claim.  They explained that the March 30, 2017 reply (Case [redacted]) included a check for $290.74 USD (claims manager thought the receipts were from Brazil when in fact they were from Panama).  After reevaluating your claim for interim expenses on May 19, 2017 they sent a second letter (Case [redacted]) that included a second check for $611.88 as full and final settlement of your interim expenses per receipts that were received.  The receipts submitted totaled $902.62 USD, the total value of the two checks issued.  While we can't change what happened, I'm sending you a $300.00 Electronic Travel Certificate. It's a way to say we're sorry about what happened. It will arrive via email within a few days. I hope you'll use the certificate to give us another chance to provide the service you deserve.  We thank you for choosing to travel with us and we look forward to welcoming you aboard your next flight.  Kindest Regards,  Laura [redacted] Corporate Customer Care [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 greatly appreciate your response and willingness to work with our family address thus issue. We will monitor our accounts for refunds. We will look forward to continuing to being dedicated United Airlines customers. Thank you.
Sincerely,
[redacted]

Dear Ms. [redacted]:
 
I am responding to your communication sent through the Revdex.com.
 
While we have an agreement with [redacted], for their card holders to earn United miles when they use their credit card; we have nothing to do with their banking policies.  If you have...

any concern with your [redacted] credit card, you will need to contact [redacted] directly.
 
We appreciate this opportunity to respond and look forward to serving you.
 
Regards,
 
[redacted]
Corporate Customer Care
[redacted]

Complaint: 11025936
I am rejecting this response because:At no point in any correspondence that I've had to date with United, have they contested the fact that their gate agent explicitly told me to make alternative travel arrangements and that I would be reimbursed for those expenses.   This being the exact same gate agent that also issued a refund for the unused portion of my flight.    Obviously it would make zero since to pass on hotel vouchers, meal vouchers, etc. only to make new last minute travel arrangements at my own expense.  I followed all instructions I was given to the letter,  and now this is the treatment I get.   Under no circumstances am I responsible for these expenses nor will I be held responsible for covering them.  The goodwill gesture they've extended is simply an attempt to get me to waive my rights as a passenger to additional compensation promised to me by a United representative.    Goodwill is action taken by a company with no strings attached, not an attempt to deceive consumers into accepting their offer while burying deep in the fine print that it's actually a way for the company to absolve themselves of all responsibility for their negligence!  I do not accept your "gesture of goodwill" and I don't agree to waive any rights I have to continue aggressively pursuing this claim.   If United truly desires to act in good faith, you will honor the promises of your employees and grant me the refund I'm due without the need to pursue the matter further.  
Sincerely,
John [redacted]

Complaint: [redacted]
I am rejecting this response because:  no one offered me a voucher.  How about United placing me on the Sunday flight.  I had to find the flight out of Montrose, CO and drive there to make it home on Saturday.  Otherwise, I would have arrived home on Sunday as United scheduled me for a Sunday flight.  I also received no meal vouchers.  This is terrible service by United and again they make up excuses as to why they do not make up for their incompetence.  They stated they offered me $350 in travel vouchers (remember; their original offer was $200 voucher) but on another trip they offered travelers $500 travel voucher + meals and Hotel; I heard this in the Denver airport terminal at the gate.  To this end, United needs to reimburse me for all my expenses.
Sincerely,
[redacted]

Dear Mr.  [redacted]:   We received your letter from the Revdex.com regarding your recent experience with our MileagePlus Service Center.  Based on the events and behaviors you described, I regret you did not receive the level of service you have come to expect from United...

Airlines and our MileagePlus Program.     I am sorry to learn of your mileage discrepancy and apologize you did not receive your bonus miles.  Our mileage bonus program require a specific travel time and criteria.  The information and qualification for bonus programs are listed under our website www.United.com > MileagePlus.  All mileage discrepancies are handled by our MileagePus Service Centers as they have access to your MileagePlus account.    I apologize we have not met your expectations and as an exception to our compensation guidelines, I will add 10,000 (non-qualifying Premier) goodwill miles to your MileagePlus account.  Please allow 3 to 5 business days for your account to reflect accordingly.    We do want you to know that our 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.   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 Mr. and Mrs. [redacted]:

In reviewing your travel concern, I do note the outbound travel on August 26, 2015 has been addressed and you have each received an electronic travel certificate for the delay.

In reviewing the return travel I do note [redacted] was delayed. However this flight did...

arrive with adequate time to make your connection to [redacted]. I do show [redacted] arrived only 26 minutes behind schedule due to a late turn of the aircraft. Please know it is not customary to provide compensation for delays of this duration.

I'm sorry you were unhappy with your return seat assignments. However passengers may go on line and change their seat assignment anytime prior to departure.

If you feel the Economy cabin is not comfortable enough, you may elect to purchase Economy Plus seating for your next travel. Economy Plus seating provides the traveler with up to an additional five inches of leg room.

We strive to operate each flight as planned and regret when necessary delays or cancellations create an inconvenience to our customers.
Although we are unable to guarantee departure times ( and flight numbers) will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences.
Your United ticket was a contract between us to transport you safely and as comfortable as possible between your point of origin and destination. Unfortunately, we are not able to honor your request to refund the ticket since transportation was provided.
Please be assured that United Airlines values your business and we look forward to serving you again in the future.


Regards,

[redacted]
Corporate Customer Care
Case [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]The flight from Grand Junction to Denver was [redacted] from Denver to Cleveland, oh [redacted].  The tag number is [redacted], file number CLE [redacted].  I am unable to get anyone to talk to me the size that was entered for the bag was incorrect the bag is a large canvas bag with "OHIO EDISON" embroidered on the right side.  The bag had a green tag with [redacted] and [redacted] Ski Club.  We have been going through this for over 10 days please just give us our stuff back.

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Mr. [redacted]:
Your correspondence with the Revdex.com has been forwarded to my attention.
Please accept my apologies for the disappointing travel experience you had with us recently. I was terribly sorry to learn of the...

"Weather/Air Traffic Control" diversion of your flight UA338 on May 28, 2015 that caused so much stress and frustration. Unfortunately in our line of work we do encounter necessary cancellations, delays, and diversions in order to ensure the safety of our passengers and crew. We recognize how disruptive this can be to your already busy schedule and do our best to minimize the impact this can have on your travel plans. While flight irregularities do sometimes occur, sub-standard customer service should not. The poor handling that you report certainly does not meet our United standard for service. In any event, we don't question the inconvenience this caused you and the feelings of frustration that resulted. From what you describe, we didn't live up to your expectations or ours, and I'm sorry.
Regrettably, we do not provide hotel accommodations for our passengers [redacted] the reason for the flight irregularity is not within our control. However, we do make exceptions for our Global Service members and our 1K Mileage Plus members in appreciation of their loyalty to United Airlines. Your request for reimbursement of expenses is appreciated. However, we do not offer reimbursement of accommodations our customers secure on their own. I do hope you are able to use the travel certificate issued previously and give us an opportunity to regain your trust and confidence. We look forward to seeing you onboard again soon.
Mr. [redacted], as a member of our Mileage Plus program, your business and satisfaction are especially important to us. We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again.
Best regards,

[redacted]
Corporate Customer Care
Case ID XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]:
Thanks for taking the time to respond and I appreciate your apology. However, please understand that I do NOT accept your response as to how United has handled this. I understand there is limited recourse. My biggest thing is just utter disappointment with a company of your size and visibility. I get that weather is unpredictable and everyone is "doing their best". What is NOT acceptable to me is "cherry-picking" who is accommodated and who isn't for hotels.
I spoke to 4 different passengers during our experience, (2) of whom were NOT even United Mileage Plus members, and THEY received Vouchers for Transportation and Hotel Accommodations to the DoubleTree hotel in downtown Tulsa, OK. This reaffirms to me that my expectation to have been covered is NOT unreasonable based on this, and reading your response, frankly is further frustrating and disappointing.
The answer you have provided above is inconsistent with what I heard from other passengers, and further proof to me of how United chooses to handles its customers and "values" them. (exceptionally low).
United's response to this shows me to the lack of core values as a company. Out of principal, I do not intend to travel with nor use the travel voucher provided.
Thoroughly disappointed,
D. [redacted]
Final Business Response /* (4000, 9, 2015/06/18) */
Dear Mr. [redacted]:
Your latest correspondence with the Revdex.com has been forwarded to my attention.
I'm sorry that you continue to be disappointed with United Airlines and my previous response. I'm sorry that you are unhappy with our policy. United Airlines does not offer hotel accommodations when the reason for the flight delay or cancellation is not within our control, such as weather. We do make exceptions for some customers in appreciation of their loyalty as Global Service members or our 100,000 Mile Flyers. Regrettably, we are unable to reimburse you for your hotel expenses. I appreciate your understanding.
Mr. [redacted], I hope you will reconsider your decision to avoid United in the future. Please give us another opportunity to regain your confidence and support.
Best regards,

[redacted]
Corporate Customer Care
Case ID XXXXXXX

(The consumer indicated he/she ACCEPTED the response from the business.)
Dear United Customer Service,
I am deeply disappointed in your response and the solution offered by your company. I am regretfully accepting the "good will offer" of $150 dollars toward a $2,500 error on your part and will therefore be choosing other carriers from this point forward whenever possible.
United has chosen to loose a loyal and apparently undervalued customer and has proven to be a company lacking in integrity and quality customer care.
Please issue the travel certificate.
Respectfully,

Dear Mr. [redacted]: Thank you for taking the time to write on behalf of your father, Govindbhai [redacted].  Your feedback regarding his recent travel experience with United Airlines is very important to us, and I appreciate your patience and the opportunity to address your concerns.   While our...

records indicate your concerns were addressed by my colleague Mr. [redacted], and documented for appropriate corrective action, we want to specifically acknowledge the disability service aspect of your communication to the Revdex.com.              At United Airlines we are committed to providing our customers with disabilities the assistance they require during travel.  We do not take complaints of this nature lightly; upon receipt of your letter I immediately contacted our Mumbai airport staff to ask for feedback from their staff in response to your concerns.   We have no record of your father’s request for wheelchair assistance, and our check in staff does not recall having a conversation with you and your father.  However, we don't tolerate any type of discrimination. It wasn't our intent to leave you with a negative impression and I can imagine your disappointment.   While I respect your perception that the service that your father received was unsatisfactory, I did not find any evidence that there were any disability laws broken in this instance; however, this comment is not intended to trivialize your disappointment in our services, but merely to foster a better understanding between us.   For future travel, please let your father know that we staff Complaint Resolution Officials (CROs) at all the airports that we serve.  A CRO is a disability specialist and customer advocate and is available upon request either in person or by telephone in the event of a disability service issue. The CRO will work to resolve the matter on the spot and in accordance with our policy.  A CRO can also be reached on our 24/7 Disability desk at 1-800-228-2744.   He or she can answer questions, address concerns and ensure our customers’ special service requests are properly documented in their reservation records.  Airline customers may also address disability service issues with the Aviation Consumer Protection Division at the U.S. Department of Transportation (DOT).  DOT involvement does not influence or require airlines to issue compensation under these circumstances.   I hope your father will use the travel certificate authorized by my colleague and give us an opportunity to regain your confidence in our service.   Mr. [redacted], your family’s business is greatly appreciated.  Thank you for choosing United Airlines.    Regards,   Tera [redacted] Complaint Resolution Official (CRO) Disability Specialist – Corporate Customer Care

Dear Mr. [redacted]:   On behalf of United Airlines, I want to apologize for the inconvenience you and Mrs. [redacted] experienced as a result of the cancellation of UA [redacted] from Hamburg to Newark on October 2, 2016.  We truly appreciate your understanding that the safety of our customers and...

crew members is our number one priority.  We will not operate any aircraft until our stringent operational standards are met.  Please accept my apology for the disruption in your travel plans. We appreciate your patience while we reviewed the circumstances surrounding the disruption in your travel plans. United Airlines has determined that, in this case, monetary compensation of €600 under European Union Regulation [redacted]/2004 is applicable per person. Monetary compensation are awarded only to customers who were holding a confirmed reservation, a fare paid ticket, and were checked in and available to board the aircraft in accordance with United’s Contract of Carriage.  Additionally, we recognize that the financial impact of this type of delay can be significant and we are willing to assist with some of the basic unplanned expenses you incurred in Hamburg equivalent to what we may have provided at one of our vendor establishments.  In order to consider any expense reimbursement, we will need original vendor receipts. Please note, while the Regulation requires that carriers reimburse reasonable expenses for care while a delayed passenger is enroute to the final destination, consequential expenses such as pre-paid arrangements, special events or ground transportation at the destination and loss of time or wages is wholly excluded from carrier liability. Please forward the receipts to my attention for further review.   You each will receive your compensation in the form of a [redacted] prepaid card loaded with the compensation in your local currency.  Mr. [redacted], once I receive your receipts I will submit the request to process your [redacted] VISA prepaid card to include the reimbursement.  Please also verify if the following address is where you would like us to mail the prepaid cards:   [redacted] 29 [redacted] Germany   Mr. [redacted], we consider it a privilege to serve you.  We appreciate your understanding and look forward to your reply.     Thank you again for your business.   Kind regards,  [redacted]  Corporate Customer Care Case: [redacted]

Mrs. [redacted],   I am sorry to hear that you had an unauthorized charge to your credit card.  I understand that along with the taxes, airport fees, and $150 close-in booking fee you paid when you purchased the award tickets for you and your daughter, there was an additional fee of $150...

charged to your credit card by United.  Based on notes in your reservation, a refund was requested on March 7th for the duplicate charge of $150 and some of the fees for economy plus seats were waived as goodwill due to the error.    While I can understand your disappointment, I must respectfully decline your request for additional goodwill.   We are looking forward to welcoming you both onboard on March 13th.   Kind regards,   Dana [redacted] Corporate Customer Care Case 10098938

Dear Ms. [redacted]:   I regret we are unable to refund any fees associated with your ticket, [redacted]. As the fees were not paid to United Airlines; this ticket is issued by [redacted] Airline and all fees were paid to them. United Airlines cannot refund fees that were paid to another...

Airline. Please contact [redacted] Airline with your refund request.   Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Initial Business Response /* (1000, 5, 2015/10/22) */
October 22, 2015
Dear Mrs. [redacted]:
The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your baggage claim from October 4, 2015. Your correspondence was forwarded to our...

corporate office and I was asked to respond on behalf of United Airlines.
Please accept and extend my apologies for the disappointing travel experience you and your husband had on your recent trip. I regret falling short of our high service standards with regard to your baggage.
We realize how disappointing it is to arrive at your destination to have your baggage delayed. I am also sorry we did not provide better communication as to when your luggage would be delivered. We realize communication is essential and based on your comments; clearly we could have done a better job.
Please know we are continually working to improve all aspects of our service and your feedback helps us determine where we should take corrective action. Nonetheless, your frustration and disappointment is understood. Be assured your feedback has been documented.
In reviewing our records I see, as you had mentioned, Mr. [redacted] received a $100 certificate for this incident, and I regret you were not issued the same gesture, as you were impacted by this inconvenience as well. That said, I have authorized a $100 Electronic Travel Certificate in your name. The certificate will be sent in a separate email within 3-5 business days.
Mrs. [redacted], we again apologize for the negative impression we left you with. We appreciate your business as valued members of our MileagePlus program, and we will look forward to offering you and Mr. [redacted] a better travel experience the next time you choose United.
Regards,
Nancy [redacted]
Corporate Customer Care
Case: 9622067

Thank you for your accommodation, we are extremely appreciative.  I accept the terms sent over and would like to get our flights moved at your earliest convenience. Warmly,Kailey