United Airlines

Dear Dr***: It has come to our attention that another department has been collaborating with your wife, Ms***, on this very same issue and during the period of your contact with the Revdex.comTherefore, since this has been escalated to another United department for resolution, we ask you to follow up with Ms*** for progress updates Thank you for this opportunity to respond Regards, Eve *** Corporate Customer Care Case:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, I double-checked the email account to which the letter was sent, and I have nothing from that timeframe either in my inbox or junk folder Can the message be resent? Either misty.m.***@gmail.com or ***@hotmail.com is fine
Sincerely,
Misty ***

July 27, Dear Dr. ***-***: The Revdex.com has sent your response for further attentionI do understand your continued frustration, however, I am not able to offer the guarantee you are requestingHowever, as I previously advised, our Baggage Resolution Center (BRC) handles all baggage related concernsOnce you have the complete receipts need for your son, Daniel, you'll need to download and complete the delayed baggage claim form for reimbursement considerationI've included the link below, which includes complete directions and lists the items needed, so our BRC team can review your caseI recommend keeping copies of the completed claim form and receipts for your recordsThe baggage file reference number is ***I have alerted the BRC that you have made this request, while contacting United Airlines via the Revdex.comI kindly ask that you submit the information to our BRC for consideration once the journey has been completedhttp://www.united.com/web/en-US/content/travel/baggage/delayed.aspx In apology, for the inconvenience of this situation, I have sent an Electronic Travel Certificate as a gesture of goodwillIt will arrive via separate email within a few daysI hope it can be used towards future travel soonThank you for your understanding Kind Regards, Judy *** Corporate Customer Care Case *** Tell us why here

Complaint: ***
I am rejecting this response because:Since we did not consider to use United again, we did not even mention my son's case Now it seems that we are changing our mind to re-consider to use United's certificates for our next trip after these talks with you through Revdex.com My son was in the same trip through a different purchase (so different ticket confirmation number) His ticket conformation number is BWX3Qand his baggage number is UAHis name is Cody *** He was delayed for hours for flight and his luggage was delayed for additional days too If you can also process his case and offer the same $travel certificate to him, I will consider close this Revdex.com complain so both of us move forward.Thanks for your continuous work on our case.
Sincerely,
Qiang ***

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

Complaint:
I am rejecting this response because the reason statedThe miles deposited (around $100) is far less than what I have paid for the air ticket ($520)
Sincerely,
Zhouyuan ***

Complaint: ***
I am rejecting this response because:
To whom it may concern:As of today 11/13/we have NOT received any Itinerary, reservations, conformations or ticket number.As you know it is impossible to connect with *** Airlines due to the strikeNo one answers phone calls or e-mailsI have been calling *** at least forty times per dayOn Monday 11/09/United Airlines representative told me that she made the reservation and with to hours I will receive the conformation and the ticket via e-mailUnfortunately hours later I have NOT receive anything and my effort to get some information from United Airlines is ignored.I called United Airlines several times and I keep getting the same answers:” This is NOW your problem; we made the reservation for youPlease keep calling them and hopefully someone will pick up the phone and will be able to give you some information.”On Monday I was told that the reservation is made for 11/14/at 7am (Bulgarian time), currently in Bulgaria is 11/13/8pm, the flight is in hours and we still DON’T know if my mother in law needs to go to the airport, which is hours away from where she lives, that means she needs to leave her house in about six hours around midnight.I’m wondering why United Airlines dos not take responsibilities for their act, and why their representative made reservation with the clear understanding that I will not be able to connect with *** or receive e-mails from themI understand that the representatives are busy and they can’t stay on the phone for six- seven hours, but is unacceptable to mislead costumers and ask them for additional money, because they do not want to help and are afraid that they will get in trouble if they escalate the issues to their Directors.I’m extremely disappointed of the way they ignored my request and humiliated me.Sincerely,*** ***

Dear Mr***: We received your letter through the Revdex.com, with reference to case *** Your email clearly expresses your disappointment with your July customer service experienceI would like to extend my personal apology for the negative impression left with you; your
frustration is certainly understandable I am so sorry for the challenges you encountered in attempting to rebook on your original ticket and for the poor hotel accommodationsAs passengers move between flights, availability can fluctuate rapidly Upon review, I noted the original ticket purchased refunded for the full amount of $Since this ticket has processed for refund, I am unable to refund the new ticket you purchased on your own As a goodwill gesture, you will receive a $electronic travel certificate for the overall inconvenience and to help offset the difference in fare of $228. 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-business days for delivery on a separate cover to your emailAs a MileagePlus member, we hold your loyalty in high regardThank you for making us aware of the situation and for the opportunity to assist youI hope that our next opportunity to serve you will earn a more favorable review Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID *** Tell us why here

Dear Mr***:I'm very sorry for the difficulty you encountered when trying to reschedule your mother and sister, when their United Express flight was cancelled for December 29, 2015, and offer my sincere apologies to all of you.Due to the severe weather in the Northeast at that time, many
flights were cancelled in advance, as was the case with United Express flight 3280. When a flight is delayed or cancelled due to inclement weather or air traffic control (ATC) issues, both of which are beyond the control of United Airlines, we do not provide amenities such as hotel or meal vouchers, reimburse out of pocket expenses or compensate. Normally, we also do not provide reaccommodation on other carriers, as we protect passengers on our next available flight. When a reservation must be changed after the ticket has been purchased, due to a flight cancellation, we do not re-price the ticket. The fare remains the same; therefore I must decline your request for a refund of any fare difference. However, I was happy to read that we were able to provide accommodation on *** Airlines in order to get your mother and sister to their destination.Thank you for choosing United Airlines. You and your family are valued customers and your business is appreciated.Sincerely,*** ***Corporate Customer CareCase ID ***

April 13, 2017Dear Ms***:The Revdex.com has sent your correspondence to our attention.I am very sorry for the confusion surrounding your ticket purchaseI don't see that you have contacted our Customer Care department for assistance with this, I am sure we can assistWe do offer
many types of tickets with varying degrees of restrictionsThe tickets you have submitted are non refundable; these tickets do have fees associated with them for any type of changesAs your specific United Airlines flight for those tickets wasn't cancelled, the fees would applyThat being said, I certainly understand how the change fees would be upsetting, due to the initial cost of the ticketsAlthough I can't refund the tickets (as they were purchased as non refundable) I will send each of you a $Electronic Travel CertificateThese are slightly more than the cost of the original tickets, and will arrive via email within a few days. Ms***, please reach out to our Customer Care department at any time via united.com/contact usWe are always available to assist with any inquiries or concerns you may have.We appreciate your business as a MileagePlus member and look forward to seeing you and your family aboard soon.Kind Regards,Judith ***Corporate Customer CareCase ***

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

Dear Mrs. ***In my last response, I did advise you that you purchased your tickets online. You do have to agree with the terms and conditions prior to making the purchase. The terms and conditions specifically state the fare rules, which would have stated, you are purchasing non-refundable tickets. Any changes to the reservation, you will be responsible for any change fees and possible difference of airfare.I have state to you United Airlines ticketing policies. Your reservation has been documented with the advisements that I have responded with to you regarding your reservation. Again, you have until February 5, to have the ticket reissued, pay the change fee and possible fare difference.I understand that you are disappointed with my response as you are requesting a refund. United Airlines will not refund your non-refundable tickets.Regards,Sheila ***Corporate Customer CareCase ***

Dear Mr*** In reviewing UA1543, on January 15, 2016, I do show this flight ultimately did cancel While you have already received 2,goodwill miles for the inconvenience, due to the delayed arrival, and the need to transfer to Delta, I will deposit an
additional 5,goodwill miles into your Mileage Plus accountPlease allow 48-hours to view this transactionThis will bring your current account total to over 10,redeemable miles Bonus award miles, award miles and any other miles earned through non-flight activity do not count or qualify for Premier status.Please visit united.com to verify your mileage balance within 5-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 trustOur goal is to create the world?s most Flyer Friendly airlineWe still have room for improvement, but that?s the direction we?re headedAs a Mileage Plus member, we appreciate your business and thank you for flying the friendly skies Regards, *** *** Corporate Customer Care Case: *** Tell us why here

Dear Dr***: I am responding to your follcomplaint filed with the Revdex.comWhile I understand your concern that we should allow anyone to check in through the app, per the terms and conditions agreed upon at the time of your ticket purchase online, the following restriction applied: With Basic Economy, you'll only be able to check in for your flight through united.com or the United app if you indicate that you're checking a bagTo check your bag, you'll go to a checounter or designated kiosk in the airport lobbyIf you begin cheand do not indicate that you're checking a bag, you'll need to finish checking in for your flight at the airportNevertheless, your disappointment is understood and I will pass along your feedbackIt's important that we listen to our passengers now more than ever as we are working hard to be your airline of choiceIn addition, I have submitted a request for a refund of your bag feePlease allow up to business days for processing back to the original form of payment We look forward to serving you again Regards, Dayna *** Corporate Customer Care Case ID: ***

Dear Mr***: Our Customer Care records reflect that my colleague, MsWendy ***, did contact you via email on August 17, 2015, and requested additional information from you; however, you did not follow up with her. We have provided the email for your convenience which follows my reply. Although your recent correspondence with the Revdex.com did not provide your wife’s name or ticket information, we regret your disappointment with our efforts in rectifying this matterPlease understand that MileagePlus members are responsible for contacting the MileagePlus Service Center with any erroneous mileage deductions from such member's account within twelve (12) months of the date of the deduction. We encourage you to call the MileagePlus Service Center at 1-800-421-or contact them via their website at www.united.com/contactMP and have your wife’s travel information on hand this way MileagePlus can review this information and provide closureThank you for your timeSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID August 17, Dear Mr***: I received an email on your behalf from Kevin ** ***, requesting a mileage adjustment for a flight you were downgraded from BusinessFirst to coach I apologize for any frustration and inconvenience you experienced In order to assist you, I will need the flight number and date of travel, as the confirmation number provided is no longer active in our system, and I was unable to locate a past date reservation for you without the date of travel Please reply at your earliest convenience Thank you for choosing United Airlines and MileagePlus You are a valued customer and your business is appreciated Sincerely, Wendy *** Corporate Customer Care Case ID

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Ms***
Thank you for contacting United Customer Care again through the Revdex.com
We appreciate your valuable feedback regarding your recent cancellation experience and delaysWe are sorry you felt that the
situation was not handled properly by our agents when your flights were cancelledWe again apologize for the inconvenience and frustration this situation may have caused you and regret the challenges facedWe regret you were dissatisfied with our response and goodwill gestureWe have reviewed your request and while we support our colleague's original correspondence and no further consideration or compensation would normally be forthcoming, your circumstances warrant special consideration to issue an additional travel certificate to bring this matter to an amiable conclusionYou will receive this via email shortlyYour feedback will be helpful as we strive to provide you and other customers with hassle-free travel experiencesI hope you will reconsider and allow us to serve your future travel needs
Please know our gestures are meant to address these issues uniformly and fairlyWhile we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travelWe hope you accept it in the spirit in which it was given and that we can move on in our business relationship
We thank you for your time and patience and hope to see you on a future United flight
Regards,
***
Corporate Customer Care
Case ID ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is still an unacceptable responseI will never fly with united again so another dollar travel voucher is of no help to meI wish to get what I was promised, a full refundI have never been treated with such disrespect and throw to the side like my life didn't matterTo be publically humiliated in such a manner completes warrants a full refund as two of you customer service people promised me
Final Business Response /* (4000, 9, 2015/08/13) */
Dear Ms***:
Thank you for contacting United Customer Care again through the Revdex.com
On behalf of United, I once again apologize if our service did not meet your expectationsAdditionally, I truly regret that our efforts to make amends and to provide information have served to frustrate you further
It is important for you to know that our responsibility in Customer Care is to apologize for any disservice that may have taken place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and proceduresPlease be assured your concerns have been reported
However I am unable to offer a full refund since the tickets were usedYou may still contact our Refunds department via the webpage united.com/refunds for any unused portion or segmentsNonetheless, I hope you will see we have responded to your e-mails with genuine concern, and although no additional consideration on this regards will be forthcoming, we invite you contact us again if we may address other travel issues
Your business and satisfaction matter to UnitedWe hope you and your family will continue to fly with us and give us the chance to regain your confidence and support
We thank you again for your time and hope to see you onboard soon
Regards,
***
Corporate Customer Care
Case ID XXXXXXX

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15,
Dear Ms***
The Revdex.com has forwarded your correspondence to my attention
I understand how frustrating it must have been for you to discover that your flight to Baltimore was overbooked
The reasons
vary for an oversold flight, but it may be a result of switching to a smaller plane, a weight restriction, or because, based on historical data, we predicted that some customers would not show up for the flightWhile overbooking is standard airline practice, our airline uses sophisticated forecasting models that enable us to calculate with considerable accuracy how much to overbook, if at all
When we are unable to seat all passengers *** were ticketed and met required cherequirements, we will typically solicit volunteers to take a later flight in exchange for compensationWe usually have enough volunteers and can avoid having to involuntarily deny boarding to someone
To decrease your chances of getting "bumped" from your flight, try to arrange a pre-assigned seat when you make your reservation, even if it's not your first choiceAnd remember to check in earlyWe make it easy for you to cheand print your boarding passes *** hours of your flight by visiting united.com
Our records indicate you accepted the $travel certificates offered at the Newark airportRegrettably, we are unable to honor your request of reimbursement of your hotel stay at your destination
In light of your overall travel experience, I have sent both you and Mr.*** an additional $electronic travel certificate each as a gesture of goodwillThese will arrive in a separate e-mail in to business daysThank you for your patience and understanding
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
***
Corporate Customer Care
Case XXXXXXX

Dear Ms***: Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the disappointment you have expressed regarding the changes to our flight schedule and the disappointing flight alternatives that have been
offered to you. I understand your frustration has only been compounded with the poor service that you received from our reservations agents. Please understand that through the course of a year; sometimes we need to change our flight schedule due to capacity or other operational issues. We try to minimize these changes, but when they do occur, we do our best to contact our affected guests using the contact information from their reservation records. We try to do so within days of their scheduled departure when we are confident that there will be no further changes. Sometimes we are unsuccessful with preventing any guest inconveniences, and we are truly sorry that this was your experience. Please be assured that I have sent your important feedback to our manager in charge of flight scheduling for his review, and to our reservations manager for internal review with our employees. Regrettably, Corporate Customer Care does not book reservations; you must contact our reservations agents for alternate routing. You may also cancel the booking and get a complete refund if you are unhappy with the alternative routing. I appreciate your understandingMs***, 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 againBest regards, Mary Beth *** Corporate Customer Care *** Case ID: ***

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

Dear Mr***:
I am responding to your communication sent through the Revdex.com
I thoroughly understand your point of view and again wish to express my regret in failing to meet your expectationsAs a goodwill gesture, I will be sending you a $150.00, electronic travel certificateThe travel certificate along with its terms and conditions will arrive in a separate e-mail within hours
We understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you againPlease accept my apology and allow us that opportunity
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
Lilia ***
Corporate Customer Care
As a frequent flyer we recommend you obtain a *** account:
https://www.united.com/web/en-US/apps/account/enroll.aspx