United Airlines

Initial Business Response /* (1000, 5, 2015/09/17) */
Dear ***
I'm responding to a complaint forwarded to us from the Revdex.com
We carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seat
As you may be aware, a
service charge applies for changing the time or date of travel for restricted non-refundable ticketsService charges help cover costs associated with processing ticket changes, adjusting passenger *** and filling empty seats
Tickets are often reissued for a $service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference in fare if the original fare purchased is no longer available
Our published terms and conditions (listed in our Contract of Carriage) are designed to balance the needs of customers with the business needs of our companyWe sell several types of tickets with varying levels of restrictions
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
***
Corporate Customer Care
Case: XXXXXXX

Dear Mrs***:The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines. We are sorry for the inconvenience you experienced when
your flight was cancelledOur goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination Based on your comments, we have room to improve. Please be assured that we understand your concernsI have requested a $*** Gift Card that will be mailed to you within 5-business days I hope your next experience will earn a positive review. Your continued support is very important. We are working hard to earn your trust.Regards,Lisa ***Corporate Customer CareCase#

Complaint: ***
Ms***, You claim your company is listening more than ever yet you have done an extraordinary job at ignoring my chief complaint-that a refund should never have been needed.If your company had cancelled the pending transaction as I had requested, no payment would have posted to my Credit Card, and therefore no refund would be necessary.I called in to cancel my payment at 1:17 AM EST, about five minutes after I had made the reservationAs you and I both know, all US banks are closed at that time, and therefore it would be impossible for United to have received my payment amount immediately after booking as you are claiming. In fact, even if the purchase had been made during business banking hours, the earliest that your company would have had access to my funds would be the next business day. Truth be told, the charge didn't post to my account until Wednesday, June 7th, a full two days after I had cancelled my ticket. My complaint is that by not following proper protocol to cancel my pending payment, which allowed the payment to post and thus necessitated a refund, your company has tied up nearly $1,of my funds for over a calendar week. This is simply unacceptable.What you are indicating is that any flight cancelled within your hour window results in the funds used to purchase the ticket not being released for up to business days.This is especially ironic when considering that I need the funds made available to turn right back around and purchase the correct United fathis case you are only delaying receiving your ultimate payment. However, my chief concern as of now is that the fare that I am looking to purchase will no longer be available by the time the funds are released (which your company indicated can take up to days). I have asked that your company either purchase these tickets on my behalf of at the very least reserve my fare until the funds are released, and you have instead chosen to ignore either option. It is safe to say that your handling of my complaint has further damaged United's reputation in my eyes. If I do not find your next response satisfactory I will be filing complaints with the FAA as well as the Department of TransportationRegards,
Daniel ***

Initial Business Response /* (1000, 5, 2015/09/16) */
Dear Mr.***
We welcome the opportunity to address your concerns
I regret your disappointment with our MileagePlus policies
Mileage accrued in a member's account shall be maintained in the account until it is redeemed for an
award or until it expires, whichever occurs first as stated on our website at www.united.com
Ou records indicate 20,bonus miles were deposited into your wife, *** MileagePlus account, UQWXXXXX on September 15, as a goodwill gestureCase XXXXXXX
Mr***, we appreciate your business and thank you for flying the friendly skies
Regards,
***
Corporate Customer Care
Revdex.com CASE#: XXXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the responseDue to a pressing appointment the conversion with you customer support representative was cut shortThe rep did in fact make an effort to restore all the miles while I was on the phone with her but did not have the authority to do so
I did not have the opportunity to escalate the issue or to find a party with authority to reinstate the milesAs I must leave a message and wait for a return call I am not able to speak to a proper person when I had the time to do so
I would welcome the opportunity to speak to someone with authority to reinstate my milesIt has been two weeks and I still have not had the opportunity to do soThe written form does not allow me to fully express the multitude of reasons that my wife's miles should be reinstate
My wife and I would alternatively accept an additional 20,courtesy miles to approximate the miles that were confiscated
Final Business Response /* (4000, 9, 2015/09/24) */
Dear Mr.***
You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe 20,bonus miles were offered strictly as a goodwill gesture and we hope you will accept them in the spirit we intended
We appreciate your business and thank you for flying the friendly skies
Regards,
***
Corporate Customer Care

Dear Mr***:I am very sorry to hear you were not able to use the United Club passes due to capacity restrictions.I will be happy to send you (3) United Club passes in another email.Thank you for your continued interest in United Airlines.In the future please feel free to contact us
directly at [email protected] regards,*** ***
Corporate Customer Care Case ***

Dear Mr*** I'm sorry you wanted your seat assignment to be changed to seats that were already assigned by your friendsI can understand how getting your choice is very important, but people assign their seats at the time of booking their tickets It wasn't our
intention to upset you with the offer to purchase economy plus seatsI'll make sure to pass your feedback alongWhile we do our best to work with everyone's preferences, we're unable to guarantee seat assignments as our operation continually changesWe're listening to our passengers more than ever and will continue to work hard to be your airline of choice. I hope your next trip goes smootherOnce again, I'm sorry for any confusion with your seats On behalf of United, we look forward to welcoming you aboard soon. Regards, Lisa ***Corporate Customer CareCase# ***

Dear ***, ***,I'm responding to a complaint forwarded to us from the Revdex.com. I contacted the Baggage Resolution Center on your behalf and was advised that you were advised a check for the additional $was processed on March 20, 2018. Please allow
business days for the check to processed and mailed to you.Thank you for your business.RBarrington ***United Airlines Corporate Customer CareCase: ***

Dear Mr***:I'm sorry to read about your flight delay I can only imagine how it affected your plansI'm sending you an Electronic Travel Certificate, which should arrive via email in the next few daysThere are times when maintenance or other issues impact safetyWe make sure these are
resolved before we departWe're working hard to improve our recovery in these situations and provide the customer experience you deserve Unfortunately we do not offer refunds on tickets that have been used. Also we are unable to honor your request for lifetime upgrades on every flight that you book, or to deposit million miles to your account, or to reimburse you for your missed day of work or other financial losses. The amount of compensation that we have offered to you is the maximum compensation allowable for your flight delay. We provided you with a meal voucher for breakfast lunch and dinner to help supplement the meal cost at the airport as well as a hotel voucher for your overnight stay. A third party vendor offers trip insurance at the time of booking your ticket to cover any expenses that may arise during your travel. Thank you for your business and loyalty as a valued Premier Silver memberWe look forward to seeing you on your next United flight Kind regards,Tonya ***Corporate Customer CareCase ID: ***

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 Airlines. Regards,Melinda ***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
Thank you very much - greatly appreciated!
Sincerely,
David ***

Dear Ms***:I am contacting you due to your request to reopen your MileagePlus Account.Due to your account being closed by Corporate Security due to violation of the program after their investigationPer UA Legal balance of $in *** *** needs to be given to passenger in the form of
an electronicc *** ***You will have to contact the MileagePlus Service Center for any further information.We appreciate your business.Regards, *** ***Corporate Customer CareCase# ***

Complaint: ***
I am rejecting this response because:We have not received an email with the pin as united Airlines stated, additionally I am requesting a REFUND (not a credit) as UNITED AIRLINES mishandled a credit and I was not able to use the credit when I booked the return ticket.
Sincerely,
*** ***

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,
Talona S***

June 16, Dear Ms*** The Revdex.com has forwarded your correspondence to our attentionI can certainly understand your disappointment in the flight delays you experiencedOur records indicate these delays were a result of Air Traffic Control (***)To regulate traffic
during various types of airport operational or weather situations, *** will regulate more space between aircraft or even request airlines to cancel a percentage of flightsWe recognize this is a difficult situation for all involved. While we aren’t able to honor your request of a refund, as travel was provided and completed, I would like to offer a gesture of goodwill(We do ot offer cash compensation) I’ve sent you an Electronic Travel Certificate for use towards the purchase of a future United flightYou'll receive the certificate in a separate email within a few daysWhile I can't change what happened, I hope this helps We appreciate your business and hope to have the privilege of serving your future travel needs Kind Regards, Judy *** Corporate Customer Care Case ***

• Flight number:***• Flight date:Tue, 27SEP16• Ticket numbers:***• Confirmation number***• Flight from:LAX • Flight to:BCN 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 Ms***:
I apologize for the inconvenience you experienced when our published schedule changedHowever the flights you originally booked, no longer operate.I realize how frustrating this must have beenWe implement schedule modifications for a number of reasons, including the need to
adjust to market and seasonal demandsAlthough we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniencesWhile I can not offer compensation due to a schedule change, I may authorize this ticket to be refunded without a penaltyPlease respond advising me if you wish United to refund this ticketAs a Mileage Plus member, my apology for any inconvenience Regards,
*** *** Corporate Customer Care
Case *** Tell us why here

Complaint: ***
I am rejecting this response because: United Airlines did not input my ticket to match my passport and it was United Airlines who canceled my husband's ticket, which was already issued to him It was United Airlines actions that forced us to buy 2-one way tickets out of *** Africa and now we have a large debt Most reliable businesses would try to rectify the situation, so the customers are satisfied We are one of their loyal customers, we are Premier Gold Customers We are disappointed in how United Airlines treats their loyal customers
Sincerely,
Toyie ***

Dear Mr***: Thank you for contacting United Customer Care through the Revdex.comWe regret the inconvenience you and your family experienced due to the flight irregularity out of Orange County on December 31, and rebooking on American AirlinesWe also would like to
apologize for the damage to your bag along with the contents you've made note ofFrom what you describe, we failed to meet your expectations for providing good service. Please accept my sincere apologies. Rest assured that we want to do everything that we can to ensure that your travel needs are met. We understand that air travel isn't always easy, which is why we continually focus on improving our products and services. Please know that I have forwarded your comments to the appropriate management team for their consideration when creating future customer initiatives and service improvements. We'll work hard to make your next contact with us pleasant and hassle-freeAs requested, we have refunded the $baggage chargeThe refund ID is and may be viewed on the "Check Refund Status" tab on united.com.In addition, we also would like to offer you a $Electronic Travel Certificate (ETC) to offset the value of the damaged items that can be used on a future United or United Express flightYou should receive another email with the ETC within 3-business days We at United wish you the best, and hope to someday regain your confidence Should you give us another opportunity, we will work hard to provide the quality service you deserve Regards, Marleina ***Corporate Customer CareCase:

Dear MsZhang: I have submitted a refund request as a one-time exception and customer service goodwill gesture to have your ticket refunded back to the original form of payment. Please allow 7-business days for processing. We appreciate your business and loyalty and
look forward to welcoming you on board a future United Airlines flight. Kind regards,Tonya ***Corporate Customer CareCase ID: ***

Complaint: 1***
I am rejecting this response because: We do not choose to fly with United Airlines any longerThe check in representative told us to put the medication in the luggage along with the prescriptionWe are given numerous instructions from numerous representativesThis situation could have ended really badly especially because my fiancé's medication can cost him his life: there were blood thinners medication , pain medication, and many other medication that are vital for him to complete his daily activities as well as live! He does not live the life many others do. Two vouchers does not suffice for the pain and suffering that was caused to himOur vacation was entirely ruinedWe do not choose to fly with United Airlines any longer and after reading your response of the offer of a voucher gave him chills and he responded I never want to fly with them againThis caused him dramatic trauma mentally and physicallyI am expecting a refund, not a voucher that will cause him to suffer and us to have a ruined vacation once again
Sincerely,
*** ***