United Airlines

Dear Toni ***:I'm responding to a complaint forwarded to us from the Revdex.com. The follow email was sent to your representative at *** INC., on December 14, in reference to your refund request. Please review it.December 14, PASSENGER:
***/*** TICKET(S): REQUEST ID: Dear *** INC Representative: Thank you for contacting Customer Refund Services regarding the above referenced ticket We regret that we cannot issue the refund requestedPlease allow us to explainRefund exceptions are granted based on the inability to travel in the futureThe illness you described in your correspondence does not qualify for an exceptionYour ticket is valid for one year from the date of issue, and may be used toward the purchase of another United Airlines ticketIf the fare of the new ticket is higher than that of the original, you will be charged the additional amount, plus the applicable reissue fee when the new ticket is issuedOnce charged, you may submit a request to have the change fee refundedIf this reservation has not been canceled or if you wish to make a new reservation, please call 1-800-525-You can review our policies on United.com>Refund Policy: http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx Thank you for choosing United AirlinesWe look forward to serving you again Sincerely, Customer Refund Services www.united.com/web/en-us/content/reservations/refunds 872-825-Thank you for your business. Regards, LeMarkus ***Corporate Customer CareCase: *** Tell us why here

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,
Luke ***

Dear Ms***:You filed a claim, took the bag to Providence airport and upon inspection it was determined that United would take the bag and have the bag cleaned/repaired but would not replace the bag. You chose to not accept that offer. Then the offer was made to use some solvent that United Airlines has in the baggage claim area and you chose not to accept that offerUnited Airlines Baggage Resolution offer two solutions none of which were acceptable to you. United Airlines will not replace your baggage. If you decide to take one of the offers that was given to you, please let us know and we would be happy to assist you at your nearest airport.Regards,*** ***Corporate Customer CareCase ***

February 28, 2018Dear Mr***:The Revdex.com has forwarded your correspondence to my attention.I have reviewed your concerns, along with our previous responsesI do see that you were sent a travel certificate in an amount greater than your refund requestHowever, I do understand
your frustration with the lack of information regarding possible taxes for checked baggage on our websiteAs there is the potential for taxes being imposed by some international cities, and these may fluctuate, we aren't able to include them on our websiteHowever, your point is valid in that it may be possible to add a disclaimer advising the sameI have sent your information to our Refunds team, asking for a full refund of that particular checked baggage feeThe reference number for that request is ***I apologize for the confusion.Mr***, we thank you for your loyalty as a MileagePlus member and hope to see you aboard soon.Sincerely,Judy ***Corporate Customer CareCase ***

Complaint: ***
I am rejecting this response because:
Sincerely,
Nan ***

Complaint:
I am rejecting this response because: While I appreciate and understand your policy regarding changes to flights, my case is different, because an error was made on the part of a United agent. I know that you record your calls, and I have requested numerous times for you to listen to the call when I initially booked the flight, as that would clearly show that I booked my flight for January 1, not January 6. As a business, I feel that United should take responsibility for the error of their agent and not put the burden on me, the customer. This is Customer Service 101. I plan to make as many as four or five more overseas trips this year, and I would like to book these through United. However, I am currently questioning whether or not to switch to a different airline based on how you ultimately handle this
Sincerely,
Dietrich ***

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we are sorry to learn about your disappointment with the terms and conditions for the MileagePlus co-branded credit card issued by ***, United MileagePlus Explorer.
This type of credit card is linked to the credit cardmember's MileagePlus account. *** will report the credit card member's pur***s to MileagePlus and then this information will be recorded and tracked. One of the benefits of maintaining a United MileagePlus *** card according to ***’s website is “Your miles don't expire as long as you are a Cardmember; you keep them until you are ready to use them and there is no limit to how many miles you can earn.” We understand that you are the primary cardmember and while we regret any misunderstanding concerning your husband’s expired MileagePlus miles and that you believed his MileagePlus miles would not expire, the rules are posted on ***’s website (https://www.***.com/online/Credit-Cards/united_explorer-rewards-new.htm). We have provided you with excerpts of the terms and conditions for your convenience: MILEAGEPLUS *** CARD AWARD MILES: You, as the primary cardmember, will earn a total of mile for each $of Net Pur***sYou will earn an additional mile for each $of Net Pur***s (for a total of miles) where United Airlines is identified as the merchant on your monthly credit card statementTherefore, United pur***s on some discount travel websites and on board will not qualify for the stated rewards offer(“Net Pur***s” are pur***s of goods and services made by you or any authorized user on your account minus any returns or refunds, and do not include balance transfers, cash advances, cash-like charges such as travelers checks, foreign currency, and money orders, any checks that access your account, overdraft advances, interest, unauthorized or fraudulent charges, or fees of any kind, including an annual fee, if applicable.) There is no maximum number of miles that you can accumulate in the programMILES DON'T EXPIRE: Your miles will not expire as long as there is activity on your credit card account, including paying your annual membership fee, and the credit card account is open and not in defaultUpon cancellation of your credit card account your miles will expire according to the MileagePlus program rulesIf you should have further questions or concerns, please be sure to contact *** by calling the phone number detailed on the back of your credit cardThank you for your support as a MileagePlus member, Ms***. We look forward to continue serving your travel needsSincerely, *** *** Corporate Customer Care United Airlines Case ID *** Tell us why here

Dear Mr. ***:I am responding to your communication filed with the Revdex.comI'm sorry you're disappointed with our goodwill offering of either a $travel certificate or 10,bonus milesUnited, like other airlines carefully review their guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factorsPlease be advised that goodwill compensation can only be offered in the form of a United Airlines travel certificate or bonus milesIt may be helpful to know that our travel certificates can be redeemed by the person of your choosing on any United/United Express operated flight worldwide, and has no blackout dates.Award miles can also can be redeemed in other ways, such as hotel, car rentals, entertainment etcFor your convenience, a link to the MileagePlus website is provided below: https://www.united.com/web/en-US/content/mileageplus/awards/default.aspxThe offer to reimburse up to $200USD for your overnight accommodations, meals, and ground transportation on January 1st still appliesPlease forward your receipts to my colleague, Ms***, or to myself via the Revdex.com websiteAs always, thank you for choosing United AirlinesRegards,Julie ***Corporate Customer CareCase ID***

July 15, Dear Ms***: The Revdex.com has forwarded your correspondence to our attentionI am very sorry to hear of any confusion surrounding our Refund policyI have checked with our Refunds department, and to date, there have been no refund requests submitted in your name
Non-refundable tickets are purchased as such, however there are some exceptions that may be possibleA customer may submit documentation to our Refunds department on physician letterhead, signed by the physician, stating the customer is not able to travel within the validity period of the ticket(the validity period for a United Airlines ticket is one year from the date of issuance) Please submit a refund request and include an attachment of the required documentationPlease be sure to also include the actual ticket numbers in question United.comHome >Reservations>Refunds>Refunds Thank you for your understanding and look forward to seeing you aboard in the future Kind Regards, Judy Richards Corporate Customer Care Case

Complaint: ***
I am rejecting this response because:
Sincerely,
Shekeria ***

Complaint: ***
I am rejecting this response because:I do not feel $travel voucher, (which I most likely will not use), is sufficient to reimburse me for hours time spent on the phone and quadruple charging me while not ticketing and withholding nearly $of my money for days.
Sincerely,
Elior ***

August 29, Dear Mr***: I am responding to a correspondence received from the Revdex.com (Revdex.com) We’re sorry the Contact Reservation Center hold time was so long and I can imagine it was very frustrating to wait so long on hold The recent flooding
in Houston that is taking place because of Hurricane Harvey has caused quite a bit of disruption for usWe experienced very high call volumesWe want to provide the timely assistance you expectThank you for writing; your honest feedback helps us improve our serviceWhen a customer reports a service failure we take your concerns seriouslyWe know our staff has the training and ability to do a far better job than your comments indicate and I apologize for your experienceIt is our intent to employ people that have the qualities to provide excellent customer service at all timesI’ll forward your feedback to the Contact Reservation Management team for internal review, to make sure we’re using our resources the best we canI’m sorry we couldn’t quickly get to your call and give you the best possible service I'm sorry you were inconvenienced when your flight did not operate as scheduled on August 27, from Nashville, TN to Houston, TXUnfortunately, the recent weather in Houston caused by Hurricane Harvey caused cancelations and longer processing timesOnce again, I regret we couldn't get you to your destination on time I can't change what happened, and while we don't offer reimbursement for the expenses you incurred, as a way to express our appreciation for your patience, I'm sending you a $Electronic Travel Certificate that you can use on a future United or United Express flightYou will receive it via email in a few daysWe hope you will use the certificate to give us another opportunity to deliver service you deserve Thank you for the opportunity to apologize and register your complaint for future improvements. Mr***, as a MileagePlus member, thanks you for your business and loyaltyWe welcome the opportunity to provide better service for you the next time you fly with United Regards, MrsElizabeth *** Corporate Customer Care United Airlines UAL: Case # *** Revdex.com: Case # ***

Dear Dr***:I am responding to your follcomplaint with the Revdex.com.I'm sorry we didn't deliver better service during your travelI can imagine how the long wait must have been a frustrating experience for you. When a delay of this length occurs, we do our best to provide regular updates and available onboard amenitiesWe're committed to allowing passengers to disembark if it's safe to do soI assure you that our Flight Recovery team works behind the scenes to rework connections for those who need it. Your comfort and overall satisfaction are important to us, and I recognize this was a difficult situationWe appreciate your candid observations; they help us do better next time.My colleague made an exception to provide the maximum goodwill beyond our guidelinesNevertheless, your disappointment is understoodAs an additional goodwill gesture, I will add 5,bonus miles to your MileagePlus account; please allow a few days for processingUnfortunately, we are unable to honor your compensation requestThank you for choosing us for your travel and on behalf of United, we hope your next trip with us will deliver the experience you deserve.Regards,Dayna ***Corporate Customer CareCase ID: ***

Dear Mr***: Thank you for taking my call today. I look forward to receiving the Continental gift certificates, so we can figure out why you are having trouble redeeming them online. I did find some information that I provided below in case this may help youMr***, your satisfaction is extremely important to usIn this very competitive industry, we want to be your airline of choice and we are committed to refining every aspect of our serviceBest regards, Mary Beth *** Corporate Customer Care Revdex.com KANA Case ID: Terms and Conditions Redeemable only on united.comNot valid for reservations ticketed via United airport ticket office or city ticket office.A minimum of USD and a maximum of 10, USDOnly forms of payment with billing addresses in the United States and its territories are eligibleCertificates purchased August 20, or later are valid for five years from the date certificate is purchasedCertificates purchased prior to August 20, are valid for one year from the date the certificate was originally issued.If the full amount of the certificate is not used for a transaction, you can use the balance towards the purchase of another ticket within the original validity period.The certificate will be null and void if its remaining value is less than USDOnly valid for air travel purchases, including ticket, taxes and surcharges.Non refundableFully transferable until redeemedNot valid in conjunction with any other programs (example: MileagePlus Award redemption).Valid with any fare types (e.gUnited Specials or eCertificates redemptions).Cannot be used in conjunction with an Electronic Travel CertificateMileage accrual is allowed in conjunction with applicable fare rules for the ticket being purchasedTicket purchased is eligible for any MileagePlus united.com booking bonus applicable to the ticket at the time of purchase.Only one Gift Certificate may be used per transaction for the purchase of airline tickets.The Gift Certificate will be applied to the total price of the airline tickets in any one transaction.Valid for use on flights operated by United Airlines and United Express only

Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the frustration you have expressed regarding receipts for onboard purchases. I was sorry to learn that your *** has
not yet been charged for your inflight purchase. As we discussed on the phone, I have forwarded your concerns to management so they are aware od how this is affecting our business travelers. As a loyal member of our Mileage Plus program, you know us better than anyone, and we depend on your observations. I want you to know that our operations teams and senior leadership truly value comments from you and other elite customers. Your comments let us know what we need to do in order to earn your continued support. Mr***, we are building an airline that will soon earn your confidence and approval. We appreciate your patience and want you to know your loyalty does not go unnoticed. Best regards, Mary Beth ***Corporate Customer CareRevdex.com11184487KANA11528884Case ID:

Dear Ms***:Your new check was processed on January 30, and mailed to the following address that we have on file.** *** *** *** ***, NY Checks normally arrive within 10-business days. If you don't receive it by February 13, please let me know Regards, Juan *** Corporate Customer CareCase: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11080226, and find that this resolution is satisfactory to me
Sincerely,
Jie **

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the baggage delay you experienced on July 7, It is never our intention to inconvenience our passengers and I regret your
luggage was not transferred as a result of short connection When other airlines are included in your travel arrangements, the final carrier is responsible to respond to issues involving luggageAs this is the industry-wide standard, please contact the final carrier on your itinerary to file your baggage claimIt is recommended to provide the bag tag number, detailed information, along with original receipts, so that they may process your claim Thank you for your patronage as a MileagePlus member, Mr***We look forward to providing you with a more positive travel experience

Complaint: ***
I am rejecting this response because: Upon checking my latest credit card statementIt appears I do have another refund for the other lag so I do not believe you need the e ticket number, but let me knowHowever I do not see any refund for the $baggage fee that United collected from meThe credit card that I originally used for this transaction has been cancelledCan you issue a refund check for the $baggage fee as it appears United only refunded my ticket value. I did request some sort of proof or documentation that air traffic controllers cancelled my flight and it would appear I am not going to get that information even thought I have asked for it I'm not sure why that request is that difficult to fulfill As you can imagine my frustration when United tells me air traffic controllers cancelled my flight and air traffic controllers tell me they DO NOT CANCEL flightsI as the customer am left with two entities fighting with each other and not taking ownership of WHO cancelled the flightThis matters because after reading/interpreting United own rules, if the decision is under their controlI should expect compensation.
Sincerely,
Scott ***

Dear Mrs***: Thank you for the concerns that you’ve expressed via the Revdex.com I regret you were disappointed when your refund request for your tickets, on confirmation number ***, was denied Our records show that you booked your tickets through a
travel agency, ***, so we would ask that contact them if you are disputing that you did not provide them with your credit card payment, and the names of the passengers Unfortunately, I am unable to assist you with a refund since you booked directly with a travel agency, and it was not an error on our part Your ticket is non-refundable; however, you have one full year from the date the original ticket was issued to reschedule your travel plans without losing that ticket's valueChange fees and any applicable difference in fare will apply to the new itineraryTickets must be reissued within one year of the date the original ticket was issuedHowever, travel does not have to be completed by the expiration date of the ticket, it can be booked for a future date. As a customer service gesture and one-time exception, I am willing to authorize a change fee waiver you would normally pay on this type of ticketKeep in mind: if the original fare you paid is no longer available, you may have to pay the difference when you book your new travel plans We appreciate you chose us for your travel and we look forward to welcoming you aboard your next flight Kind regards, *** ***Corporate Customer Care ***