United Airlines

Complaint: [redacted]I am rejecting this response because it has not answered my concern.  It seems like my case is now being started over as I am dealing with a new person in Corporate Customer Care.  Your response indicated what United's policy is now that the companion gold status expires upon death of the primary flyer.  However this was NOT [redacted]'s policy when my husband died in 2009. I was assured by [redacted] Airlines when I informed them in 2009 of my husbands death,  that my status would continue, and it has extended every year from his death in 2009 until 2016.   I need United to explain why in 2016, 7 years after my husband's death United Airlines is not honoring this as a grandfather policy from [redacted] Airlines. I previously explained this in my correspondence to [redacted] on May 10th and she responded with the below.  Additionally she responded on May 20th that she was still awaiting a response  Received May 12 MESSAGE FROM BUSINESS: Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention.The MileagePlus Service Center has escalated this matter to the Marketing Department.  I will contact you directly when I receive more informaiton.Thank you for your patience.   Regards,[redacted] Corporate Customer Care Case [redacted]
Received May 20thDear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention. Thank you for your patience with this matter.  I will contact you as soon as I hear back from them. Thank you for choosing United Airlines.  Regards, [redacted]
Sincerely,
[redacted]

Dear Ms[redacted]:Thank you for contacting United Customer Care through the Revdex.com.  We are sorry for the difficulties experienced with your flight and refund request.  Please contact our Refunds department directly via the webpage united.com/refunds and fill out the short...

online form with the needed ticket information to expedite consideration of a refund for any unused segments.We will forward this issue along with your comments to management so they are able to see how you are affected.  We apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression created.We thank you for your time and patience and hope to see you on a future United flight.Regards,   Joe [redacted] Corporate Customer CareCase ID [redacted]Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11154397, and find that this resolution is satisfactory to me.
Sincerely,
Amandeep [redacted]

Dear Mr. [redacted]I am sorry you're disappointed with my response and previous offer of compensation.   I've taken another look at your situation and am sending you an additional $200 Electronic Travel Certificate, which will arrive via email within the next few days. This is the maximum compensation that we are able to offer to you at this time.  We will not be able to honor your request of $1,000 in Electronic Travel Certificate hope you'll be able to use that certificate to give us another chance to provide you the service you deserve.   On behalf of United, we look forward to welcoming you aboard your next flight. Regards,Tonya [redacted]Corporate Customer CareCase ID:  [redacted]

Dear Ms. [redacted]:I am responding to your communication submitted to the Revdex.com. I kindly refer you to our previous communication dated on June 1, 2017, regarding Better Business case ID:[redacted] provided below....

  ----------------------------------------------------------------------------...⇄ Ms. [redacted]: I am responding to your communication filed with the Revdex.com.  I'm sorry you were unable to travel to the Bahamas. While we are able to honor your specific request in the form of a refund, we will waive the $200 reissue fee that is associated with your ticket as a one-time exception.  When you are ready to book a new itinerary, please call our Reservations department at 1-800-UNITED-1 ((1-800-864-8331) and refer to your confirmation number: [redacted]. Please be advised tickets are valid one year from the date of issue (5-3-18) and any applicable fare difference will be collected.  We appreciate your business and look forward to welcoming you on board a future United Airlines flight.   Regards,  Julie [redacted] Corporate Customer Care  Case ID:[redacted] --------------------------------------------------------------------------------...⇄ [redacted], I do understand your disappointment, however an exception was already made when we offered to waive the $200 reissue fee that's associated with non-refundable tickets. I'm sorry, there will be no additional exceptions made to the reservation (confirmation [redacted]).Despite the unfavorable response, we do appreciate your business and look forward to welcoming you on board a future United Airlines Flight Regards,Julie [redacted]Corporate Customer CareCase ID:[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 provided United follows through with their proposed resolution.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885849, and find that this resolution is satisfactory to me.
Sincerely,
Huiping Wang

Dear Ms. [redacted]:I am responding to the information you forwarded to the Revdex.com. I am sorry to hear your flight was delayed on December 03, 2017 and you missed your connecting flight.  I also regret you're disappointed with my colleague's compensation offer. I've reviewed...

your situation again and want to make things right. I'll deposit 15,000 goodwill miles into each of your MileagePlus accounts. The miles will post to your accounts shortly. You'll receive a separate confirmation email within a few days. I hope this lets you know we appreciate you and your business. We look forward to welcoming you on board a future United Airlines flight.  I hope you and your family have a wonderful holiday season. Regards,  Susan [redacted]Corporate Customer CareCase: [redacted]

April 15, 2016Dear Ms. [redacted]:The Revdex.com has forwarded your correspondence to my attention.We apologize for any confusion surrounding the purchase and subsequent request of a refund of your tickets, purchased via a travel agency.I do see that you have reached out to us for...

assistance via other departments within our company. A review of these records show that your concerns have been addressed and a refund has been completed in case number 10238531. We are very sorry for the circumstances that necessitated this change to your travel plans and wish you the best. We appreciate  your business and hope to be able to serve your travel needs in the future.Regards,Judith [redacted]Corporate Customer CareCase [redacted]

Dear Ms. [redacted]:Please accept our sincerest apologies for the inconveniences 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.  In an...

effort to please our leisure travel market, United Airlines offers excursion fares to all of our worldwide destinations. These discounted tickets have a few restrictions, such as: · Advance purchase requirements · Capacity restrictions · Fees for modifications · Minimum and maximum stay requirements Our published terms and conditions are designed to balance the needs of customers with the business needs of our company. We carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seat. Most excursion tickets are non-refundable and a service charge applies for changing the time or date of travel. Service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats. You have one full year from the date the original ticket was issued to reschedule your travel plans without losing that ticket's value. Change fees and any applicable difference in fare will apply to the new itinerary. While your request to refund your ticket is appreciated, we must respectfully deny your request as you purchased a non-refundable ticket. For assistance with future Travel Plans, please contact Reservations at: (800) 241-6522. We realize this is not the outcome you were hoping for and we will strive to consistently meet your service expectations. We aim to provide excellent service to all of our guests and hope you understand our policies are intended to help fulfill this objective. Thank you for choosing United and we look forward to serving you again.  Regards,   [redacted] Corporate Customer CareCase:  [redacted]

U
Complaint: [redacted]
I am rejecting this response because:I have not yet received an email voucher since Wednesday. I would like to have a reference number for this " promised" voucher since I could not get credit for the ticket . Please send me a ref number so I may contact united airlines . Along with the amount and the date .  After being treated the way I was trying to figure our travel plans with your customer service reps . I do not hold much confidence I will receive something hat is fait , unless the Revdex.com is involved. 
Sincerely,
Vanessa [redacted]

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

honest feedback helps us meet that goal. Once again, I apologize we let you down.   I regret you didn't receive a Complimentary Premier Upgrade on your recent flight.   I can understand how this experience caused you to question our systems and ability to serve you. I have shared your case with our Technology team to have them check on the automated software that clears these upgrades. We continue to work on improving our procedures to deliver you with the service you deserve and we welcome your candid observations.   We appreciate your loyalty as a Premier Gold MileagePlus member and look forward to welcoming you on board a future United Airlines flight.   Regards,   Ms. [redacted] Corporate Customer Care [redacted] Tell us why here...

Dear Ms. [redacted]:   I regret our baggage department has advised that you did not file your claim within the 45 days you had to claim damages therefore they have denied your claim.   I am sorry but United is not liable for damage to computers in your check luggage. Please review our contract of carriage that you can find on United.com.   https://www.united.com/web/en-US/content/contract-of-carriage.aspx#sec23     The Contract of carriage rule 28 section K subsection 3 letter J states we are not liable for damage to your computer.   Therefor no reimbursement is due.   Thank you for flying the friendly skies.   Regards,   [redacted] Corporate Customer Care [redacted] Tell us why here...

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

Dear Mr. [redacted]:Thank you for contacting us through the Revdex.com.We appreciate your feedback regarding fare rules and restrictions.  We are sorry you feel the rules of your fares were not adequately communicated to you however purchasing a ticket is the equivalent of accepting...

its fare rules and restrictions.  For future reference, if you have any questions regarding a fare and its limitations, please contact our Reservations desk directly at (800) UNITED-1 for assistance and information.  United offers many different types of fares to meet your travel needs.  Regardless, please know we continually seek ways and input from our customers to improve our service and will forward this concern to our management team.Please be assured that providing our customers with a great product, an up-to-date fleet, superior customer service and an unrivaled customer experience is our vision for the expanded network and global presence of the new United. These growing pains from such a massive undertaking, however difficult, will ultimately benefit all our passengers in terms of more efficient services, processes, and expanded choices.We thank you for your patience, business and loyalty.  We’re always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies.Regards,   [redacted] Corporate Customer CareCase ID [redacted]

Dear Ms. [redacted]:   I'm sorry you didn't have a comfortable flight; it was never our intent for you to share a seat with another passenger.   I understand your disappointment. You were expecting an enjoyable and relaxing experience and we didn't deliver that to you. Your...

satisfaction is important to us and I want to regain your trust. I'm sending an Electronic Travel Certificate you can apply towards your next trip, where I hope you'll experience the service you expect. It will arrive in a separate email within a few days. Please know we do have specific handling and procedures for these types of situations. I'll also pass along your feedback so we can look at those again.   I appreciate you chose United for your travel, and on behalf of United, we hope your next trip with us will deliver the experience you deserve.   Ana [redacted] Corporate Customer Care case [redacted]       Tell us why here...

Dear Dr. [redacted]:I am responding to your communication filed with the Revdex.com. I'm sorry for frustrating experience.  I did take the liberty of researching your information. Our records indicate the following:Ticket Number: 0162342008477  (confirmation number [redacted]) was...

refunded on 3/29 in the amount of $930.56 back to the original form of payment. Ticket Number: [redacted] (confirmation number [redacted]) in the amount of $676.26  was exchanged for ticket number [redacted] in the amount of $930.56; a $300 reissue fee was also applied (reference number [redacted]). Because the $150 travel certificate could not be applied on an itinerary involving another airline, the ticket was again exchanged to ticket number [redacted], a one way fare, in the amount of $461.70. The fare difference ($468.86) was refunded back to the original form of payment on 3/30.Ticket Number: [redacted] (confirmation number [redacted]) was purchased in the amount of $468.86 for a one-way ticket. The $150 travel certificate was applied and the credit card was charged $318.86 on 3/30.Dr. [redacted], based on the above information, we are unable to see where there is an overcharge. If your credit card reflects an additional charge, please provide the reference number. Still, I do realize how upsetting this situation was for you and apologize for the negative impression that was created in trying to resolve your concern. As a customer service gesture, we have authorized the $300 reissue fee associated with the change of your ticket (confirmation number [redacted]) be refunded. Please allow approximately 5 business days for processing. We appreciate this opportunity to respond and look forward to welcoming you on board a future United Airlines flight. Regards,[redacted]Corporate Customer CareCase ID:[redacted]

Dear Ms. [redacted]We appreciate when customers take the time to share their travel experience. Feedback like yours presents opportunities to improve or enhance our products and services. From what you describe, we failed to meet your expectations for providing good service. Please accept my sincerest...

apologies. We understand your disappointment and take your concerns very seriously. In an ongoing effort to make service improvements your comments have been documented for internal review; we are committed to providing you a positive travel experience.It is never our intent to inconvenience our passengers, and I regret your expectations were not met. As a gesture of our concern an Electronic Travel Certificate will be sent in a separate email, please allow up to 7 business days for processing.Your feedback - both positive and negative - does make a difference. Our goal is to create the world’s most Flyer Friendly airline. We have room for improvement, but that’s the direction we’re headed. We look forward to serving you again soon.Regards, James [redacted]Corporate Customer CareCase: 11870035

Dear Ms. ***: I'm sorry your First Class experience didn't meet your expectations.  While I'm unable to grant your request as you were seated in the First Class cabin, the certificates were issued as a gesture of goodwill. Please be assured your feedback was passed on so we can continue to review our Premium cabin amenities. Once again, I apologize for not meeting your expectations.We hope you'll use the certificates to give us an opportunity to provide the service you deserve. You can always use the Electronic Travel Certificate as a discount on a new ticket for yourself, a family member or a friend. Just give them the promotion code and PIN that's on the face of the coupon as it's non-transferrable. If you need more information, additional details were included with the certificates. We appreciate your business and look forward to welcoming you on board again soon with United. Regards,Valerie ***Corporate Customer CareCase ***