United Airlines

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, Heather Stein [redacted]

Dear Mr [redacted] I am responding to your latest communications sent through the Revdex.comI see my colleague Mrs [redacted] , has already addressed your concern and gave you each a $ [redacted] goodwill travel certificateAs previously mentioned, your receipt and Mrs [redacted] , noted, bags must be checked and boarding passes obtained at least minutes prior to scheduled departure, therefore, you need to be at the airport with plenty of time to cheand obtain your boarding passAlso as travel was provided, you do not qualify for a refundWe appreciate this opportunity to respond and look forward to serving youRegards, Lilia [redacted] Corporate Customer Care [redacted] & [redacted]

Complaint: 11180746Your response is horrible and totally irresponsible!!! First of all, did you address my direct concern -- your lack of response to my request for attention? I waited for several months and had to use Revdex.com to get a response, did you apologize??? Second, you are WRONG about everything! The $was solely for the delay of the flightThe bag delay was another separate case! The $compensation was announced by an attendant on the planeDid she already know my bag would get delayed in Boston??? Also, I submitted a separate case for the bag delay, and, like I said, one of your customer service rep who was an Indian man called me about it, but he provided me with the wrong travel certificate informationDidn't you read this in my complaint??? Why did you ignore it and provide me with some totally useless and irresponsible information? You must address this separate case and give me a good solutionDO NOT deny or ignore anything again!!! Sincerely, Miancheng ***

Dear [redacted] : Please accept my sympathies on your lossI understand this must be a very difficult time I sincerely regret you're disappointed that we discontinued specific bereavement faresOur Reservations specialists would be happy to find a fare best suited for youWe feel we can offer better options with more flexibility to help passengers with urgent or unexpected travel needsYour feedback is appreciated as it helps us become the airline you want us to beOnce again, on behalf of United, we send our condolences We greatly value your trust and loyalty; it's always a pleasure to serve your travel needs on UnitedRegards, Cindy [redacted] Corporate Customer Care [redacted]

Dear MsB [redacted] I am responding to the correspondence you forwarded to the Revdex.comI'm sorry you're disappointed in our fees on the ticket you purchased that was a flexible fareI apologize for any misunderstanding and I'll make sure to report your feedbackWhen booking your next flight, let us know and we can research tickets with fewer restrictionsAs a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Susan K**Corporate Customer CareCase: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ July 30, Dear Mr[redacted] I am responding to a correspondence received from the Revdex.com First and foremost, I am sorry for any misunderstanding regarding the Economy Plus subscription your purchased on united.com Please be assured we do our best to ensure that the product subscription as well as the terms and condition of the product purchased is consistent and clear for all our customers I regret your disappointment in our product, however; at the time of purchase you are given the option to accept or opt out of the purchaseUnder the terms and conditions of the subscription it clearly states, Economy Plus subscription starting at $While I understand your request for a refund, Economy Plus Subscriptions are non-refundable and not transferableI'm truly sorry we are unable to honor your request Mr***, as a MileagePlus member, your business is especially important to us and we look forward to the privilege of welcoming you on board a future United Airlines flight Regards, Mrs[redacted] Corporate Customer Care United Airlines Revdex.com Case: XXXXXXXX UAL Case: XXXXXXX Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/11) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: In another channel, United finally refunded my moneyThanks a lot!

Complaint: [redacted] I am rejecting this response because: As mentioned to you previously, I am not planning to fly in the near future, so this is not compensationAny other reputable airline company would have provided monetary compensation at first contact, without going back and forthAgain, this was a delay of hours and minutes according to your records, you have your records stating minutes less than hours to avoid providing the full refundYou did not give us the option of leaving the airport eitherThis is not service! Again, we are expecting some kind of monetary compensation, not in the form of vouchers or mileageThis was not service, and had a miserable experienceMy wife was in a high risk pregnancy, and was not in the state of walking around with kids for hours and minutesOnly thing that can compensate at this point is a refund of $for each of our family members, each of our passengersUnited airlines, should make it their effort to provide its service, and if not compensations to their customers Sincerely, Chananya [redacted]

May 16, Dear Mr [redacted] : The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of purchasing a Basic Economy ticketYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines I am sorry for your disappointment with our Basic Economy policyWe hoped you would have been pleasantly surprised once you experience the benefits of having more choices to fit your budget, while still receiving a world-leading product We understand some additional conditions are different when purchasing Basic Economy fares; however, service options such as dining, and inflight entertainment are the same as standard Economy faresWe understand Basic Economy may not work for everyone, as it is restrictive; however, we still allow for cancellation if cancelled less than 24-hours of booking When you book a Basic Economy ticket on our website, the prompts require you to click that you agree with the Terms and Conditions of the Basic Economy ticket you are purchasing And, as you have already purchased your Basic Economy ticket, changes are not allowed Also, the ticket you purchased is non-refundable; therefore we must decline your request for a refund I have included the link below from our website which outlines the Terms and Conditions of Basic Economy https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx Nonetheless, we understand your concern and will pass along your commentsPlease note, you'll find that Premium, Economy Plus and standard Economy seats continue to be available to meet the needs of our passengers Mr [redacted] , we thank you for choosing United and for being a member of our MileagePlus program We’ll look forward to serving you for your upcoming travels Kind regards, *** Cairncross Corporate Customer Care [redacted]

Revdex.com: I have reviewed the response made by United Airlines in reference to complaint ID 11105087, and find that this resolution is satisfactory to me once [redacted] receives acknowledgment of the adjustment to my [redacted] Credit card Sincerely, Dennis ***

Complaint: [redacted] I am rejecting this response because:He talks about providing a ticket number, which I did at least twice, one during a conversation with the United Premier Desk, who took the information and said I would be emailed within two weeks Another took the information and have not heard back He does not answer the question, why can't United provide receipts, upon request? Even if the flight attendant has to manually do one, they should do that if a customer requests?I cannot think of any other business that does not have a method of issuing receipts when a credit card is swiped.To top it off, the charge of $took days after the transaction to appear on my CC statement, after I had already sent in that expense report for that business trip without the United charge, since I did not get a receipt, I could not expense.United gets away with it since people either do not care, or care like me, but eventually, I will give up and United will continue to do these things In my opinion they are doing this to save money They will only react if forced to.Is this not against the law? Sincerely, [redacted] ***

November 17, Dear Mr [redacted] : I am again responding to your communication addressed to the Revdex.comOn behalf of United Airlines, I regret to learn of your continued disappointment and I'm sorry you are dissatisfied with our goodwill offeringOnce again, I apologize for the frustration this situation has caused, but please understand, our corporate offices are unable to handle baggage damage related issuesFor this reason, the responsibility for damaged baggage is delegated to airport baggage claim representative, and per our policy, we are unable to process a claim of damage after the allotted time-frame As mentioned in our prior correspondence, you can review our damage policies online at: http://www.united.com/web/en-US/content/travel/baggage/damaged.aspxNonetheless, your disappointment is understood, and while I'm not able to increase the goodwill compensation we already provided, I'll pass along your feedback about the disappointment you experienced with our resolutionMr [redacted] , we are grateful for your business and look forward to welcoming you on board a future United Airlines flightKind Regards, [redacted] Corporate Customer Care [redacted]

Complaint: I am rejecting this response because: This os not wear and tear, they completely took off a wheel from the luggageI did receive an email to which I replied below: Thank you but we do not fly UnitedHis work does but we only like to fly southwestYou can send us a check though and we can consider this matter resolved However, the email bounced back Sincerely, Anna [redacted]

Dear Mr***:We are committed to providing excellent customer service and will make every effort to address your concernsTo facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your requestPassenger name (s):Frequent flyer number (if available):Flight Number:Flight Date:Ticket Numbers:Approximate Departure Time:Origin:Destination: We look forward to hearing from you at your earliest convenience.Regards, [redacted] Corporate Customer Care [redacted]

Dear Mr***:I am responding to correspondence you forwarded to the Revdex.com I can certainly understand your disappointmentI'm so sorry we were unable to upgrade your seat on several recent flights using your Global Premier UpgradeWe try to upgrade your seat whenever possible because we know your travel experience influences your decision to fly with usThese premium seats are carefully managed and may be released up to the day of departure and I regret that we were unable to accommodate youI'll pass along your feedback so we can review how we communicate these updates and how many seats we allocate for the upgradesYour candid observations help improve the way we do business and provide you the service you deserve I have contacted our MileagePlus Desk on your behalf and I have extended two of your GPU's that expire on January 31, until April 30, Thank you for being a 1K Million Miler flyer with us and for your continued loyaltyI hope you have a nice day.Regards, [redacted] Corporate Customer CareCase: [redacted] Tell us why here

Dear Ms [redacted] ,We are responding to your correspondence submitted to the Revdex.com.We apologize for any confusion surrounding your purchase of upgraded travelI have reviewed your record with our Reservations specialist and confirmed that the purchase you made was handled correctlyWhen purchasing an upgrade, only certain fare classes are eligibleOur [redacted] partners also require certain fare classes to be purchased in order for travel on their flights to be eligible for an upgradeThese fare classes are a Y or BUnfortunately, the fare class you purchased, does not qualifyRegrettably, we are unable to honor your request of a change to your purchased travel.We appreciate your business as a valued member of our MileagePlus program and hope to be able to serve your future travel needs.Regards,Judith ***Corporate Customer CareCase

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Dear Mr[redacted] Your correspondence addressed to the Revdex.com has been forwarded to my attention for reviewI have copied and pasted the response to your refund request below Best regards, [redacted] Corporate Customer Care Case ID: XXXXXXX August 7, PASSENGER: [redacted] TICKET(S): XXX XXXX XXX XXX REQUEST ID: XXXXXXXX Dear [redacted] ***: Thank you for contacting Customer Refund Services We would like to advise you of the following; We are sorry to learn of the circumstances which prompted you to contact us Travel waivers are issued by United based upon Government advice, weather and our Internal affairsKorea was not affected by a travel waiver and we regret, we are unable to refund the change fee If your query relates to a post travel issue, kindly contact [redacted] @United.com Thank you for choosing United AirlinesWe look forward to serving you again soon Sincerely, Customer Refund Services www.united.com/web/en-us/content/reservations/refunds FAX: XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Is this kind of Customer Service a joke? I made it very clear that there's ((5)) tickets in ((3)) confirmation numbers I providedJust refunded the difference for ((1)) ticket??? Once again, united is showing that they don't care about their customerThe MERS situation was in Asia, many Asian countries (Hong Kong, Taiwan, and Singapore to name a few) already issued high level of travel warning to KoreaUnited is flying international, I think there's already plenty of Government advice out thereGiven I need to spent days of my vacation time to get the tickets issued, and tons of time in the past month try to get the issue resolved, United owe me way more than I asked forIt is time for United to show how they treat their customer!!!!! Final Business Response / [redacted] (4000, 9, 2015/08/10) */ Dear Mr[redacted] Your latest correspondence with the Revdex.com has been forwarded to my attention I'm sorry to learn of your continued disappointment with UnitedYour request for a refund of your change fees and taxes is appreciatedHowever, there is no refund due as there was no travel waiver in place for the Mers virus at the time of travelPlease understand that United, like most airlines, offers discount fares to accommodate customers who don't need the flexibility of our fully refundable, non-restricted faresFor most flights, we offer a limited number of discounted, restricted faresIn order to offer the many heavily discounted fares that are available, it is necessary for our customers to agree to certain conditions to qualify for the low fareThe purchase of a ticket is a contract that our customers have with us and that we have with our customersThe type of discount tickets you purchased did require ticket change fees and payment of any cost in the fare difference from your original ticket priceRegrettably, we are unable to offer any refundI appreciate your understanding Best regards, [redacted] Corporate Customer Care Revdex.com XXXXXXXX Case ID XXXXXXX

Dear Mr [redacted] : Your Revdex.com Case # [redacted] was received in the Corporate Customer Care Executive Services department and forwarded to my attention as the senior case manager I'm very sorry for your one hour and minute delay of flight delay on December 15, We know your time is valuable and never intended for this to happenI can only imagine your disappointmentI'm sending you a $electronic travel certificate, as we want to serve your future travel needsIt will arrive in a few business daysI'll also send on your feedbackUnited works hard to run an on-time airline; however, unforeseen events sometimes challenge usI'm sorry this happened with your flightIn the future, we'll try harder to meet your expectations We thank you for your business and loyalty as a MileagePlus member and look forward to seeing you on a future United Airlines flight Regards, Faye [redacted] Corporate Customer Care Case# [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because:This entire interaction has been a waste of time and United has refused to admit its glaring theft of my mileage and moneyI have paid United an obnoxious amount of money for my travel thus far this year to deserve this type of terrible service Sincerely, Arnold ***

Dear [redacted] ***Your correspondence with the Revdex.com has been forwarded to my attention for review.Please accept my apologies, along with those previously extended by my colleague, for the disappointing travel experience you and your daughter, [redacted] , had with us on October 25, I understand that you arrived into Chicago in the [redacted] concourse and had to get to your connecting flight at ** Your daughter ran ahead of you to ensure that you would not miss your connection to Seattle and the gate agents forced her to check her carbaggage, which contained tennis rackets, due to limited overhead space onboard the aircraft I was sorry to learn that the agents were unable to retrieve the bag by the time you arrived I also apologize for the rude treatment that you received from our gate agent In your correspondence you explained that the cold temperature onboard the aircraft caused the fragile tennis rackets to become brittle and damaged Regrettably, United excludes liability for fragile items carried in all baggage I do hope that you are able to use the two electronic travel certificates issued by my colleague and give us an opportunity to regain your trust and confidence We look forward to seeing you onboard again soon[redacted] ***, your business is important to United and we look forward to providing you with the service you expect and deserve.Best regards, [redacted] Corporate Customer Care Revdex.com [redacted]

Dear Mrs***:The Revdex.com has forwarded your correspondence to my attention.Your email clearly expresses your disappointment and I would like to extend my sincere apology for any negative impression that may have been createdDirect customer feedback about our products and services is so important in helping us to improvePlease know our goal is to operate every flight on schedule, every dayUnfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed or canceledWhen this occurs, we want to minimize the impact to you as much as possible and keep you informedWe are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning processI encourage you to use our cutting edge self-service kiosks, online tools and smartphone apps as often as possibleAs you may know, United is one of the only airlines to provide the actual flight delay reason through our customer-facing toolsOur records show that you have each received a $travel certificate as compensation and reimbursement for food purchased in the total of $is being sent to you Please provide a copy of the ticket that you purchased with the other airlines so that I can refund the un-used portion of your flight on April 17, from Puerto Vallarta-Denver-StLouis You can send it directly to me as an attachment at [email protected] appreciate your business and look forward to seeing you on a future flight with United AirlinesRegards,Melinda [redacted] Corporate Customer CareCase [redacted]