United Airlines

Dear Mr.***: I apologize for the inconvenience you encountered when attempting to use your one time use United Club passes Please provide me with the digit receipt number for each pass purchased so I may review themThis number may be viewed on the
credit card used for purchase Once I receive this information I will be able to address this issue As a Premier Platinum member, my apology for the inconvenience Regards, Ruth *** Corporate Customer Care Case ***

January 26, 2016 Dear Ms*** ***: We are sorry to hear of your complaint filed with the Revdex.com regarding flight irregularities and the lack of obtaining Economy Plus seats that you purchased. Our records show that one of our Customer Care colleagues, Ms
*** has since addressed and resolved your concerns. We are including a copy of her correspondences to you below so the Revdex.com may update their records with our attempt to resolve this issue. Ms*** ***, we sincerely appreciate your business and hope to have a future opportunity to welcome you on board. Sincerely, *** *** United Airlines Corporate Customer Care Ref # ***
---- Original Customer Care Response ---- January 22, 2016 Dear Ms*** ***: I am sorry to learn of your frustration. The Economy Plus fees have been refundedI apologize for any confusion of our refund policy. It concerns me that you were advised that you would not receive a refund. Please allow 1-billing cycles for the credit to post to your credit card. We look forward to serve you better next time. Regards, *** *** Customer Care Ref # ***

Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the disappointing experience you've had in your attempts to book travel online. I was sorry to learn of the error message that caused
you to miss the lower fare advertised. We realize that at times we are not doing as well as we should be in serving our customersYou should be able to rely on us to provide you with an easy to navigate website. I have advised our IT team of your report so they are aware and can work on a fix for this issue. Your candid feedback is appreciated as this allows us to monitor our products and services and share your comments with management responsible for our operations so they can understand how your experience felt from your point of view. If you should need any assistance in the future with your online bookings you may want to contact our web support team at 1-800-396-1751. Agents are available to assist you hours a day, days a weekBest regards, Mary Beth *** Corporate Customer Care Revdex.comCase ID:***

Dear Tercita ***:I'm responding to a complaint forwarded to us from the Revdex.com. Thank you so very much for taking my phone call today.We value your feedback regarding reimbursement for a damaged strollerFrom what you describe, we failed to meet your expectations for
providing good servicePlease accept my sincere apologies.As I stated on the phone, I contacted our Airport station and was advised a check in the amount of $was processed and mailed to:DCourtney ***NE Emerson CT.Portland, OR. 97218Date of the check: October 30, 2015Check# ***Name of the bank for the account: ** *** *** BankAgain, I will contact you again on February 26, with an update on a new check. As a gesture of concern, I will send you a travel certificate that will arrive to your email address within business hoursIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust. Our goal is to create the world’s most Flyer Friendly airlineWe still have room for improvement, but that’s the direction we’re headed. Thank you for flying with us.Regards, LeMarkus ***Corporate Customer Care ManagerCase: 10055616 Tell us why here

Dear Ms***: I am responding to your follcorrespondence addressed to the Revdex.com. I'm sorry to learn you never received copies of the two $travel credits issued to you and your husband that were emailed directly to you on February (Case ***). One travel certificate was issued in your name and the second was issued in your husbands, Francesco. We will resend the travel certificates for your records.Your business is important to us and hope you will give us another opportunity to meet your future travel needsKind Regards, Laura *** Corporate Customer CareCase

December 24, Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against us. Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines I am sorry to learn
of the disappointing travel experience you’ve described. Please understand, ticket coupons must be used in the order they were issuedAlso, customers must cancel their reservation prior to the departure of the flightFailure to adhere to either of these ticketing rules will result in the ticket having no value Also, I do understand that it was a matter of just a few minutes that prevented you from making your original flightWhile I truly understand how upsetting it must have been to see the aircraft still at the gate when you rushed to get there, but please be assured, your flight was closed by the time you arrived to the gate Once our flight operations team has closed the flight to any additional customers, there are many steps that must take place behind the scenes to prepare the aircraft for departureOnce that process has started (unless there is an urgent reason) it is not stopped Nonetheless, we certainly do not question the inconvenience and the feelings of frustration that must have resulted, and I'm truly sorryOur records indicate you received a partial refund of $when you exchanged your original ticket for ticket *** And, as a gesture of our goodwill and concern for the negative impression we left you with, I have authorized a $Electronic Travel Certificate for you. The certificate will be sent in a separate email within 3-business days Mr***, we thank you for your business and we look forward to the opportunity of serving you on a future United Airlines flight Regards, *** *** Corporate Customer Care Case: *** Tell us why here

Complaint:
I am rejecting this response because: United actually owes me two times $= $500, not two times $= $300. United itself has used the figure of two times GBP $= GBP 300, which at the exchange rate when I was supposed to receive the refund would have been $512. At today's exchange rate of $= GBP 1.31, GBP = $393. If United will pay me $plus the above-mentioned award certificate of $as apology for all the difficulties I have been through to get the refund promised me when I purchased the change-of-flight tickets, then I will accept United's offer
Sincerely,
Hardwin ***

Dear Dr*** I apologize if our service did not meet your expectations when you traveled from Des Moines to Honolulu and appreciate you taking the time to share your concerns Our goal is to provide a consistently reliable product. Based on the events you described, we did not meet this goal. We will be sending you a draft for $to reimburse you for your meal and extra day of parking at the airport Your patronage and support as a MileagePlus member means a lot to usUnited is striving to provide you with the best service in the industryOf the utmost importance to us and to you are safety, schedule integrity, customer service and professionalism. We’re committed to meeting your expectations, and we hope to restore your confidence and support when you travel with us again Kind regards, Dana *** Corporate Customer Care Case *** Tell us why here

Dear Mr*** and Ms*** ** ***:United Airlines representatives are expected to treat our passengers with dignity and respect at all times. The behavior that you have describe Mr*** in regards to the check in agents to the flight attendant is behavior that should not be
tolerated. I regret that not one United Airlines representative after you told your story did not offer any compassion to your wife or yourself. Your feedback is very important to us and please know that we do take your concerns serious. I will request a statement from the flight attendant to be attached to your case file and your comments will be forwarded to our inflight division for review and corrective action. As a goodwill gesture, I have authorized an electronic travel certificate for both of you. The certificates will be sent to your email address within 3-business days. The certificates are valid one year from the date of issue. The terms and conditions are clearly printed on the certificate and I am certain that you will find the certificates convenient and easy to use.Mr*** and Ms*** ** ***, United Airlines does appreciate your business and we look forward to serving you on your return flight May 31, 2016.Regards,Sheila ***Corporate Customer CareCase

Complaint: ***
I am rejecting this response because: The issue has not been resolvedThe customer representative is simply forwarding my complaint to another department within the same organization
Sincerely,
*** ***

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear the was inoperable onboard your flight on July 10, I was also very concerned to read about your inflight experienceIt's contrary to our commitment to providing
exceptional customer service. I'll make sure to send your feedback so we can review it with the employeeWhen you fly with United, you expect us to treat you with dignity and respectThere's never an excuse for unprofessional behavior and I'm sorry you didn't have a more positive experienceWe value your honest feedback as it helps us to improve our services. Although I am unable to refund you for the flown ticket, as a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few days. I hope you will use the certificate and give us another opportunity to serve you better on a future flight with usI appreciate you chose United for your travel and hope your next flight earns a more positive reviewOn behalf of United, we look forward to serving you on board in the future.Regards, Susan ***Corporate Customer CareCase: ***

Dear Mr***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 manifests, 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 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 CareCase: ***

Dear Mr***: I am responding to your complaint filed with the Revdex.com. I am sorry to hear about your illness and hope that you have made a full recovery. Our records indicate electronic ticket *** was completely refunded on November 8, 2016. No fees
were chargedMr***, we appreciate your loyalty as a MileagePlus member and look forward to the privilege of serving you again Kind regards, *** ***Corporate Customer CareCase: *** Tell us why here

Complaint:
I am rejecting this response because: the funds placed in the Travel Bank were US dollars from my employer as a bonus. I had the option of taking that bonus as currency or as a deposit for use on airfare. Since I knew at the time of my bonus award that I intended to make this trip to the Bay Area, I opted to agree for my employer to deposit the bonus in this location. It remains a deceptive trade practice to treat one kind of fare (and the seat associated with it) differently from another in terms of not allowing me to use monetary funds (not benefits earned through some awards program) for the purposes of offsetting the costs of such fares
Sincerely,
Mark ***

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,
Tatiana ***

Complaint: ***
I am rejecting this response because:
All the investigation they did from their employee's is reporting on their end, They need to involve other passengers who were traveling on the same flight with usNot one time airline staff mentioned this flight was canceled due to weather, they gave us incorrect information and they put the reason in system that it was due to bad weather, I do not want to go in to details again you may go read my first emailI have no faith or wish to travel with united air line anymoreI am surprised to see united airline is doing one sided investigation of this situation and believing their own employees who disappeared from the gate for hoursThey need to involve the pilots and ask them what happen or involve the other passengers , I am sure they will have the same feelings like I doI am so upset the person who investigated this did not pay attention to most my concerns.My father still complains back pain due to sitting at the airport for so long.I would go to my lawyer and take legal action if they did not open the true investigation own there own and resolve this issue . I do not want $value coupons, that does not cover my losses , at minimum give us round trip ticket vouchers or refund in check shape minimum of $to cover our lossesI am not willing to take risk flying with united airline again with my parents for sure They need to prove it if this was only due to weather not because their staff was not eligible to handle the busy weekend or holiday rush, how can they just go by whatever is told by their staff ?
Sincerely,
*** ***

Dear MsCardona ***: We received your compliant via the Revdex.com, case Your email clearly expresses your disappointment and frustration in regards to the error with your refundPlease accept my apology the upgraded seat fee did not process automatically as it should
have Additionally, when you sent in the refund request or disputed the charge, the transaction number did not match the charge. Instead, it was the ticket number and since that charge had voided, this is why our accounting department may not have complied I am happy to get the refund process started for the $charge. Please allow up to one billing cycle for the credit to reflect. Regretfully, we are not able to pay you interest in a cash form However, as a gesture of our regret, please accept a $electronic travel certificate. 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 email As 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***:Your first bag fee of $was refunded back to your original form of payment which is showing as credit card ending in ***. Mr***, United Airlines has refunded your ticket, refund your checked in baggage fee and I have authorized a goodwill gesture of an electronic travel certificate for you. I regret that you continue to be disappointed. No additional compensation will be given.United Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards,Sheila ***Corporate Customer CareCase ***

Dear Mr***: Please accept my sincere apology for addressing my email to a different customer nameI never intended to be disrespectful; however the response provided was to address your complaint addressed to us I understand that you are disappointed with our ticketing policy and the service you received from our Reservations representativesMsJanessa ***'s ticket in reservation number *** is a non-refundable ticketYou asked us to reexamine your request and we have done soWe do regret being unable to fully meet your specific request to refund Ms***'s ticketNonetheless, our colleague MsBetsy *** offered a waiver of the $change fee that was documented in her reservation, and when she is ready to use her ticket, she will be able to reissue her ticket and use a credit of $towards the new itineraryTickets must be reissued within one year of the date the original ticket was issuedThe ticket mus be reissued by February 13, However, travel does not have to be completed by the expiration date of the ticket, it can be booked for a future date. For more information on our current ticket usage guidelines, please visit our Web site: http://www.united.com Mr***, we appreciate your business and look forward to welcoming you on board a future United Airlines flightKindest regards to you Leyly *** Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
Dear Dr***:
The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your travel experiences on June and June 12, Your correspondence was forwarded to
our corporate office, and I was asked to respond on behalf of United Airlines
I want to apologize for the inconveniences that you and your son experienced as a result of our irregular operations on both your outbound and return flightsI regret United Express flight *** from Cedar Rapids experienced a ground return due to the extreme weather conditionsI understand weather may have been clear in your departure city, but please keep in mind that weather conditions occur not only at a flight's departure and arrival points, but along the flight path as well
I understand you decided to drive to Des Moines instead, and be re-accommodated through Houston, and then to your final destination of New Orleans
I am also sorry to learn on your return United Express flight was diverted and cancelled in Madison also due to extreme weather conditionsI realize how frustrating and stressful that this must have been for both of you
I was also sorry to learn you experienced a tarmac delay as a result of these conditionsPlease understand that it is never our intention to inconvenience our passengersPlease know that we are committed to offering customers the opportunity to deplane, but this will of course depend on the conditionsBe assured our pilots are fully trained and we must make sure that deplaning can be safely accomplished
I regret to hear, due to the late arrival into Madison, there was limited staff on-hand to assist our passengers, so you again made the decision to drive to your final destination of Cedar Rapids
Please understand, if a flight irregularity prevents you from reaching your destination, our staff will help to arrange alternate transportation for youSometimes this involves a longer wait than expected, and we can appreciate when customers decide to make their own arrangements; however, United does not reimburse you for your additional expense
Your disappointment nonetheless is understood, and while we generally do not provide compensation for delays or cancellations due to weather, or other situations beyond our control, as a gesture of our goodwill I have authorized a $Electronic Travel Certificate for both you and you sonThe certificates will be sent in a separate email within 3-Business days
Dr***, despite this negative impression this has created, we hope that this experience will not discourage you from traveling with usWe truly appreciate your business as valued members of our MileagePlus programWe look forward to welcoming you, and your son Adam, onboard for future United Airlines flights
Kind regards,
*** ***
Corporate Customer Care
Case XXXXXXX