United Airlines

Dear Mr [redacted] : We received your email from the Revdex.com regarding your experience with us and your ticket discrepancy involving you and Ms [redacted] I am very sorry to learn of your unpleasant experience and your disappointment in our ticket policy We understand that communication is essential, and sharing up-to-date information can help ease disappointmentPlease be assured, it is never our intention to deliberately cause you distress of any kind United’s excursion tickets are non-refundableA service charge usually applies for changing the time or date of travelThese “Service Charges” help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsWhen ticket are exchanged, there is $USD service change; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference between the original fare and the new fare when there is reduced inventory or published fare increasesTo avoid future ticket discrepancies when exchanging e-ticket, we recommend that changes be done on the original confirmation number I have also reviewed your tickets (confirmation numbers) below As an exception to our ticket policy, I have removed the “No-Value / No-show” status on the tickets and have requested a refund for all “Unused / Partially-Used” tickets In addition, I have also requested a refund on your “Revenue Change fee and Reservations Booking Fee” The refund process generally takes about days for your account to reflect accordingly Should you have any questions and/or additional concerns regarding your refund request, please let me know I am also sending a copy of this email to the following email address: [redacted] @gmail.com From there you will be in direct contact with me I am glad to handle your concerns and request till to full closure Regards, James [redacted] Corporate Customer Care United Airlines Case ID - [redacted] [redacted] Confirmation number: [redacted] Name on ticket: [redacted] / [redacted] Ticket number: [redacted] Original itinerary: UA1867T 14DECSEAIAH [redacted] L 20DEC [redacted] Ticket status: Refunded: $Refunded on September 23, Confirmation number: E700ME Name on ticket: MAXIMA [redacted] Original Eticket: [redacted] Issue date: July 6, Amount: $USD Original itinerary: [redacted] 01SEP [redacted] (ticket status: EXCHANGED on July 31, 2017) UA 04SEP SEAIAH (ticket status: EXCHANGED on July 31, 2017) Exchanged Eticket: [redacted] Ticket exchanged on: July 31, [redacted] 04SEP [redacted] (current ticket status: USED) UA 14DEC SEAIAH (ticket status: No-Show) New Amount: $USD Fare difference: Revenue Change Fee: (exception) [redacted] Current ticket status: Refund request for unused ticket ( [redacted] ) Confirmation number: PN4H8N Name on ticket: MAXIMA [redacted] Original Eticket: [redacted] Issue date: September 12, Amount: $USD Original itinerary: [redacted] 20DEC [redacted] (ticket status: EXCHANGED on November 4, 2017) Exchanged Eticket: [redacted] Ticket exchanged on: November 4, UA 16NOV [redacted] (ticket status: No-Show) UA27NOV SEAIAH (ticket status: No-Show) Fare difference: $USD // (current status: Refund requested) Revenue Change Fee: $USD (E-doc number: [redacted] ) // (current status: Refund requested) Reservations booking fee: $(E-doc number: [redacted] ) // (current status: Refund requested)

Dear Ms***, I was sorry to hear there were several schedule changes to your fightsWe 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 inconveniencesI share your concern that the return portion of your itinerary was cancelledWhile this error was unintentional, you frustration is understandable United is dedicated to customer satisfaction, and I can agree that this must have left you with a poor impression of our serviceAs a way of showing our concern for the issues with your itinerary, I have authorized a travel voucher that can be used towards the purchase of a ticket for travel on United or United Express I believe you will l find the voucher easy and convenient to use You also mentioned that there was a delay of your baggage Our Baggage Resolution Center has advised that your claim for interim expenses was received on February 8th However, there is no record of your contact after the claim was receivedTypically the claims process can take up to ten weeksI requested that your claim be expedited Our records indicate that your claim has been processed by our Baggage Resolution Center, and a draft in payment of the claim you submitted due to the delay of your bags should be placed in the mail within a couple of days My apologies if this took longer than you expected We consider it a privilege to serve as and look forward to the opportunity to see you on board again soon I truly hope your next flight delivers the seamless customer experience you deserve Thank you for choosing United AirlinesKind regards, Dana [redacted] Corporate Customer Care Case [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the baggage delay Our Baggage Resolution agents have the most updated information on your delayed baggage claimTo speak with one of our baggage professionals, please call: 1-800-335-2247, hours a day We appreciate your business and look forward to welcoming you on board a future United Airlines flight as a valued Mileage Plus member Regards, Shandai [redacted] Corporate Customer Care Case [redacted]

Dear Mrs***: I am very sorry for any confusion about your bag fees I have included a link below to our website and it shows that your first bag will be free but the second bag is $to check in, I am sorry for any confusion this may have causedhttps://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx If you are still having problems figuring out the bag fee, please contact our reservation department at: • U.S./Canada: 1-800-UNITED-(864-8331) • All others: https://www.united.com/web/en-US/content/contact/reservations I appreciate that you’re choosing United for your business and loyalty Regards, [redacted] Corporate Customer Care [redacted]

Complaint: [redacted] Sure, I am happy to wait for Mrs [redacted] to become availalble Thank you for sending the update Sincerely, Yuriy ***

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 Thank you very much - greatly appreciated! Sincerely, David [redacted]

Dear Mr [redacted] : We are committed to providing excellent customer service and will make every effort to address your concerns about your refundTo facilitate our research, kindly reply to this e-mail with the information below since your request for a refund has nothing to do with a ticket being resold, but it depends on if the member purchased a refundable or non-refundable ticket Passenger 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 convenienceRegards, Lisa [redacted] Corporate Customer CareCase#

Dear Mr [redacted] :I sincerely apologize that the service was not working while you were onboard UANovember 10, It is never our intent to disservice any passenger traveling with United Airlines.We do have a Corporate Customer care email address to address such concerns if when you called and were always referred back to the website for a refund Please note tha tyou can email customercare@united .com for any flight issues or feedback that you would like send to us.I have requested a refund for you The refund will be processed back to your original form of payment Please allow up to business days for the refund to eb completely processed.United Airlines does appreciate your business.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11677715, and find that this resolution is satisfactory to me Sincerely, Andre [redacted]

Dear Mrs***: I am very sorry for any confusion about your bag fees I'll make sure to report your feedback so we can review our fee changesWe update those amounts based on a number of reasons, including competitive markets and processingWhen we do so, tickets issued before our announcements are honored, to meet the expectations you had when buying your ticketFor tickets purchased after the announcement, current fee prices would applyOnce again, I'm sorry for any inconvenience when you had to pay more than you intendedWe keep our current fees listed on united.com should you need any other assistance I have included a link below to our website and it shows that your first bag will be free but the second bag is $to check in, I am sorry for any confusion this may have causedhttps://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx We appreciate your loyalty and look forward for welcoming you on board a future United flightRegards, [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Ms [redacted] , I’m sorry you were disappointed with our previous response It wasn’t our intention to add frustration, especially after everything that happened during your flight As a follto our conversation, I'll make sure to add your additional comments in my airport station reportWe'll take that feedback to help us work harder and provide better recovery I'll also deposit bonus miles into your MileagePlus account, which will reflect in your balance within a few days Thank you, again, for allowing me an opportunity to resolve this for you I hope you will give us another chance to give you a more positive experience in the future Best Regards, [redacted]

Susan,I appreciate your kind and thoughtful response And while I was made to feel really unappreciated on the call, your response has helped tremendously Just please be aware, however, that my intent was never to take advantage of a bad situation I went to the Revdex.com because, quite frankly, the CSR (Linda) was unrepresentative of what United is trying to accomplish with its recent campaigns to run a more customer friendly business While I accept the resolution because I believe you will take this matter seriously I do want to stress that ideally Linda will be reviewed and trained more thoroughly While I know United typically performs better there are many first time flyers who may not want to encounter unhelpful service from Linda She made the entire ordeal unpleasant While my initial questions included the upgrades, I actually was more offended when I attempted to book a new flight I simply asked about how my status would impact those future bookings I was not provided an answer but instead told to "follow the rules" My questions were regarding how to complete the reservation so that my wife and daughter were also given E+ seating at the time in which I could upgrade Since asking those questions I have found more information online However, regarding the upgrades I do want to make you aware that as someone who flies often it seems a shame I can't be upgraded when my non-refundable tickets have been paid for While I know that the idea is that the plane must be ridden before the PQM is earned, it seems to me that I (as a consumer) have already trusted you with my valuable consideration (money) Your policy charges and collects my money months in advancebut doesn't provide to me the benefits of paying for the tickets months in advance It shouldn't be both ways Either you provide the benefit when I pay, or I don't pay until I receive the benefit (the plane ride and the PQM/PQD) I hope that makes sense in a business transaction.In any case; I thank you for your time and energy spent reviewing my complainSincerely, Tyler [redacted] 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, Tyler [redacted]

Complaint: [redacted] I am rejecting this response because:Philippine Airlines did not lose my bagIT WAS UNITED who didn’t transfer my bags to the correct flight and sent them to China insteadI’ve already contacted Philippine Airlines about this and they also told me United is responsible for reimbursing meI’m asking again that United, who created this problem reimburse meI’ve even read United baggage policies as well as DOT guidelines which both say you are responsible to reimburse me Sincerely, Colin ***

June 14, Dear Ms***: Your e-mail in which you express your dissatisfaction with our previous response has been forwarded to my attentionYour follis greatly appreciated and once again, on behalf of United, we regret your continued disappointment with your experience with our Customer Service Contact Center We ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures I understand your concern regarding our Customer Service Representatives having the ability to communicate professionally with our customers which is a key component of our brand, being Flyer FriendlyWe must make sure that we communicate effectivelyWe realize there is opportunity for improvement in this area, and we are putting in place a number of tools and procedures that will substantively address these goalsWe are doing a number of things to improve customer service and make procedures more efficient, including investing in comprehensive training initiatives for frontline employees, and building better reservations systems I assure you that your concerns have not gone unheard and your feedback was forward to the appropriate department for internal review As your concern has been escalated to the highest point within Customer Care, you asked us to reexamine your request, and we have done soYour circumstances nonetheless warrant special considerationTherefore, I have cancelled the $electronic travel certificate and I am authorizing a $travel certificate to bring this matter to an amiable conclusionYou will receive the certificate in a separate e-mail in 3-days Ms***, contrary to the impression that we have left with you, we value your business, and we look forward to the opportunity to regain your confidence in our service Regards, Mrs [redacted] Corporate Customer Care United Airlines UAL: [redacted] Revdex.com: 114***

Dear [redacted] , ***:I'm responding to an email forwarded to us from the Revdex.com.We are committed to providing excellent customer service and will make every effort to meet your expectationsPlease understand that we do work hard to minimize flight problemsOf course the safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidable If the purpose of your trip is to close a potentially lucrative business deal, to give a speech or lecture, to attend a family function, or to be present at any time-sensitive event, you may want to allow extra time and take an earlier flight Airline delays and cancellations are not unusual, and defensive planning is a good idea when time is your most important considerationOur records indicates you've received a total of 7000+ Goodwill miles for this incidentWhile no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated Our gesture was meant to address this issue uniformly and fairly for all our passengers While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel We hope you accept it in the spirit in which it was given and that we can move on in our business relationshipWe appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, [redacted] ***Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because: please provide a copy or screenshot from your system proving the time the luggage was found in Mumbai On 6/20/ If it was found within days, you should have the proof Please do not continue to repeat yourself while ignoring my request for proof I can already deduce that you couldn’t care less about the poor customer service in Newark since you are ignoring that as well In my opinion, I reported it lost around 6am on the morning of 6/17/and wasn’t assisted until hours later Nevertheless, provide proof the luggage was found by 11am EST on 6/20/and I will let this go Sincerely, Lawrence ***

Complaint: [redacted] I am rejecting this response because: the issue was not as simple as the weather, my complaint is not that the flight was cancelled its the long list of issues that I provided, I was already setn $per person on this problem, so it sounds like there might be some issues internally Sincerely, [redacted]

Complaint: I am rejecting this response because: Thank you for the response As I am fully aware you have no responsibility for items left on board it is highly disheartening to know you also have no procedure's in place to field the lost and found reports Your customer service efforts are poor at best and further confirms the lack of procedures when an item is filed as missing Again it would be helpful to know which United Airline employee made any effort in the recovery of the item you were provided given the exact jet, exact seat number, and exact item description They are probably still sitting on that jet with the lack of thorough cleaning of the jet Otherwise an United employee or contracted service partner would of found them in the seat pocket bottom This policy is the most reactive not proactive policy in helping any of your customers which further supports my dissatisfaction in the Big Business Empathy and service of customers Sincerely, Patrick [redacted]

Dear Mr***,:I am responding to the additional information you forwarded to the Revdex.comI will document the reservation so the change fee will be waived when the reservation is changed The record should be updated by Tuesday and I will request an email is sent to you.Thank you very much and have a nice dayRegards, Susan ***Corporate Customer CareCase: [redacted]

June 17, Your correspondence in which you express your dissatisfaction with my previous response has been forwarded to my attention from the Revdex.comOnce again, on behalf of United, I am sorry to learn of your continued disappointment We ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures Our corporate offices are unable to handle baggage damage related issuesFor this reason the responsibility of damage baggage is delegated to airport baggage claim representative On your behalf, I contacted our Baggage Resolution Center and I have been advised, as a courtesy to you, on May 17, you contacted our Baggage Resolution Call Center and a supervisor took the information from you regarding the damage strollerThe representative filled out a damage advisory report for the stroller and the reference file number is: [redacted] The baggage representative directed you to united.com to fill out and submit the online claim form to United Airlines along with the stroller receipt for internal reviewThe approximate timeline for the possible claim resolution is 8-weeks Again, I regret your disappointment with our baggage policyPer my previous correspondence, United Airlines is not liable for damage to strollers when carried as checked baggageExcess valuation may not be purchased for strollers Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditionsBy purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage The Contract of Carriage is available on the united.com home page RULE BAGGAGE, G) Other Checked Baggage Items, 3) Strollers I am sorry you continue to be disappointed with UnitedI thoroughly understand your point of view and again wish to express our regret in failing to meet your expectationsThe certificate I authorized was offered strictly as a goodwill gestureWhile I understand you do not feel it is meaningful given your circumstances, I hope you will accept it in the spirit in which we have intended I realize my apology cannot erase the negative experience, but please be assured we will work to exceed your expectations the next time you fly with us We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, Mrs [redacted] Corporate Customer CareUnited AirlinesUAL: [redacted] Revdex.com: [redacted]