United Airlines

Dear Ms [redacted] :Your correspondence with the Revdex.com has been forwarded to my attention for review.Please accept my apologies for the delay in processing your claim for reimbursement of out of pocket expenses while you were without your baggage I was advised that we just received your interim expense receipts on November 6, and our claims analyst is processing it today You should expect reimbursement of $in to business days I appreciate your patience and understandingMs [redacted] , your business is important to United and we look forward to providing you with the service you expect and deserve.Best regards, Mary Beth [redacted] Corporate Customer CareRevdex.com 10939073Case ID:

After reviewing the reservation, a reservations representative called Dr [redacted] last night (September 25, 2016) After apologizing for the rude behavior of Ms***, she explained to Dr [redacted] that the routing he would like is not valid for an award ticket It is not permitted to connect through the same city twice, unless it is once for the outbound trip and once for the return Dr [redacted] wants to make an extra stop and connect in Beijing three times This is why the web site would not let him book his reservation A nonstop flight was offered but he stated that will not work for his plans The other option is to put his extra stop on a separate ticket, but Dr [redacted] does not want to spend any extra miles Dr [redacted] opted to wait for a phone call from another representative to see if he can get an exception to the award ticket rules

Dear Ms [redacted] , I truly regret that you do not accept the travel voucher that was sent to you It was not my intent to add to your frustrationPlease know our goal is to operate every flight on schedule, every day Unfortunately, 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 When this occurs, we want to minimize the impact to our customers as much as possible We are working on a number of initiatives to improve reliability and decrease missed connections, which includes adjusting our schedule and refining our maintenance practices -- this is all a continuous fine-tuning processI see in your reservation that food vouchers were issued to you by the airport to defray your out of pocket expenses for meals If you had any out of pocket expense for hotel due to the July 28th overnight delay, please send a copy of your receipt to my attention to [email protected] and I will be happy to review You may also send this through the Revdex.com if you would like However, we do not reimburse for lost wages or business opportunities We consider it a privilege to serve youKind regards, Dana [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] I'm sorry you were disappointed with our employee's service during your recent flight I can only imagine how you feltThanks for bringing this matter to my attention, as your comments help identify training and focus areasWe want to be a reliable airline that's earned your respectThe honest feedback helps us meet that goalOnce again, I apologize we let you down I'll make sure to pass along your commentsI regret as the ticket has been used and transportation has been provided no refund is dueHowever with that said, as a gesture of goodwill, I'm sending you an Electronic Travel Certificate, which should arrive via email in the next few business daysWe're constantly looking at how we can improve when handling these situationsOnce again, I apologize for any inconvenience Your business and loyalty is appreciatedI hope you will give us another chance to give you a more positive experience With kindest regards, [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Mr [redacted] :I am responding to the correspondence you forwarded to the Revdex.comI was very concerned to read about your experience with our Premier Reservations agentIt's contrary to our commitment to providing exceptional customer serviceI'll make sure to send your feedback so we can review it with the employeeYou 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.I am glad to see an exception was made on record [redacted] Unfortunately; I am unable to offer you Economy Plus seats on your other reservations due to your upcoming status adjustment to Platinum and I apologize However; as a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few days.Thank you for being a Premier Silver member with us and have a nice day.Regards, Susan ***Corporate Customer CareCase: [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, Leann [redacted]

Dear Ms***:I have retrieved your edd doc number that you have supplied ( [redacted] ) for the seat purchase The amount was in fact refunded back to your credit card ending in [redacted] on October 18, for the full amount of $ Please contact your credit card company as the refund was processed and payment sentRegards,Sheila [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] , Thank you for letting me know your ticket has been changed I have requested a refund of the change fee The process may take up to business days and will then show as a credit on your statement within two billing cyclesThank you for letting me handle this request for youLet me know if you need anything else We consider it a privilege to serve you Kind regards, Dana [redacted] Corporate Customer Care Case [redacted]

Dear Ms [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry for the baggage delay you experiencedI know you have been corresponding with our Baggage Resolution Center and you were provided with an electronic travel certificate as a goodwill gesture, and I do hope you will utilize the travel certificate toward a future ticket purchase with United If you should have further questions or concerns regarding your baggage claim, please do not hesitate to contact the Baggage Resolution Center at 1-800-***- [redacted] for assistanceThank you for your patronage as a MileagePlus member, Ms [redacted] We look forward to providing you with a more seamless travel experienceSincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care Case [redacted] Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Dear Mr[redacted] I am responding to your complaint filed with the Revdex.com We are sorry for the dissatisfaction which you express regarding the service provided on August 8, United's goal is to meet our customers' expectations to depart and arrive in a safe and timely manner For most international flights, customers need to complete the purchase of the ticket, cheand obtain a boarding pass [redacted] least minutes prior to scheduled departureWe suggest international customers to begin the cheprocess three hours prior to departure to allow adequate time for lobby congestion, required documentation verification, positive bag match, and security screenings United will cancel the reservation and release seats for any customer who is not in the boarding gate at least minutes before scheduled departure timeThis allows our gate agents to take care of customers' seating and upgrade needs as well as to complete the final preparations for departureGiven you family members were not in the boarding area within the allotted timeframe, their seats were released and proper procedures were taken by our agent when rebooking them on the next available flight Mr[redacted] despite the negative experience, we hope to have your continued business and supportWe realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again Regards, [redacted] Corporate Customer Care Case: XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I completely understand and agree that at least minutes are required prior the departure of the flight for international travel, as my original complaint says, we where there at least about prior the scheduled departure time, I was able to obtain boarding pass [redacted] since your asociates took to long to do the check in and talk to other associates living us on the counter waiting for about minutes, we where unable to do the check in ourselfs for the other passengers, your flight was overbooked and this is the real reason why your crew took to long and refused to help us with the check in since the beginning , we where there in time, I was offered by your system the option to give my seat with a compensation and other passengers where offered in credit, even your crew confirmed that the flight was overbooked, being this the real reason why you didn't let us board Final Business Response / [redacted] (4000, 9, 2015/09/29) */ Dear Mr[redacted] I am responding to your reply forwarded to the Revdex.com I am sorry my previous response was misunderstandingWhen traveling internationally, the suggested time to arrive at the airport is hours before your flight departsThis will allow for peak travel times, lobby congestion, check-in, checking bags, and security screeningAdditionally, it helps to provide ample time in the event any unforeseeable issues may ariseAlso, consideration should be given to the size of an airportAn International airport, like Los Angeles, can be more difficult to get through, requiring more time, due the amount of people traveling through it In addition, sometimes when a flight looks like it might have more customers who will show up, than the amount of seats that are available on the flight, we may ask if any volunteers would be willing to take a different flight in exchange for compensationThis is done as a pre-emptive measure and volunteers are not always neededDuring the final boarding process our agents will determine if any volunteers are neededIn this case, no volunteers were needed, and there is no record of anyone giving up their seat in exchange for a $certificate While I cannot honor your request for a $certificate, as a gesture of goodwill, I have issued (3) $Electronic Travel CertificatesThese certificates will come under separate coverPlease allow up to hours for the certificates to arrive in your email account Mr[redacted] we appreciate your businessIt is a pleasure to serve you Regards, [redacted] Corporate Customer Care Case: XXXXXXX Final Consumer Response / [redacted] (2000, 11, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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, Barbara [redacted]

Revdex.com: They are requesting the following informationPlease forwardThanks.· Passenger name(s): [redacted] / [redacted] · Frequent flyer number (if available): · Flight Number: [redacted] · Flight Date: 08/13/2016· Ticket Numbers (digits beginning with 016): [redacted] / [redacted] · Confirmation number: [redacted] · Approximate Departure Time: 7:55AM· Flight from: EWR· Flight to: MCO Sincerely, [redacted]

Dear Ms [redacted] , I understand that you are disappointed in my reply and not in agreement with the information that was provided by our flight attendant From your comments, you felt that you were singled out I would like for you to be aware of our policy for overhead storage In our Contract of Carriage, under Rule Baggage: UA reserves the right in its sole and absolute discretion to determine the suitability and place of storage of any items to be carried in the cabin of the aircraft In the information we received from the flight attendant as well as two passengers who were seated near your assigned seat on flight 589, you were talking loudly to our flight attendant One of the passengers mentioned that you were yelling at our flight attendant We have a policy wherein in passengers may be subject to be removed from a flight which is found in our Contract of Carriage under Rule Refusal of Transport: UA shall have the right to refuse to transport or shall have the right to remove from the aircraft at any point, any Passenger for the following reasons: Safety – Whenever refusal or removal of a Passenger may be necessary for the safety of such Passenger or other Passengers or members of the crew including, but not limited to: Passengers whose conduct is disorderly, offensive, abusive, or violent; Passengers who fail to comply with or interfere with the duties of the members of the flight crew, federal regulations, or security directives Although you were removed from flight 589, we booked you on a flight into Reagan on the same day Our records indicate that you were accommodated in first class on your flight to Reagan airport whereas your ticket into Dulles was purchased in economy class Your patronage as a MileagePlus member is important to us Kind regards, Dana [redacted] Corporate Customer CareCase Tell us why here

Complaint: [redacted] I am rejecting this response because: I was on the plane for more then a hour on the runway and the conditions of plane was hot no air screaming kids no snack was offered and staff not friendly [redacted] is not saying how much of an electronic voucher is being given I want to be rebursed for flights Sincerely, Marc [redacted]

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry we were unable to get you to your destination as originally scheduled due to the cancellation of United Express as a result of Air Traffic Control I regret that our representatives had no sympathy and made no efforts to rectify this situationI can empathize with your frustration that our agent did not inform you that you could be added to the standby list via our appWe realize communication is essential and based on your comments; clearly we could have done a better job When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional serviceAt United Airlines, we believe all customers and co-workers are to be treated with dignity and respectWhen we receive reports that a passenger feels they have been discriminated against in any manner, we take the issue very seriouslyPlease be assured that United Airlines neither approves of nor tolerates discrimination of any kindThere is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our airport agent, OrlandoAs a Premier Silver member, your expectations for a higher level of service and professionalism are not unwarranted and I recognize that your valid expectations were not met I understand the disappointment of not being offered a hotel or transportation options after the cancellation of your flightHowever, we usually do not provide accommodations or for additional expenses resulting from weather, air traffic conditions or other circumstances beyond our controlTo regulate traffic and resume schedules, ATC sometimes holds planes back or asks airlines to cancel a percentage of flights I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriouslyAlthough I can’t change the event that caused the cancellation, I would like the opportunity to make things right with you and regain your trustTo help make amends, I am sending you a $electronic travel certificate that can be used toward another United or United Express ticketYou can expect delivery via email within 1-business days I appreciate you choosing United for your travelI ask that you allow us another opportunity to deliver the experience you deserve on a future United flight Regards, Shandai *** Corporate Customer Care Case:

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Dear Mrs [redacted] , I am responding to your comunication sent through the Revdex.com The behavior you described is not reflective of our commitment to providing our customers the highest level of serviceWhen you fly with United, you expect us to take good care of you and to provide timely, efficient and professional service There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our Reservation agents I hope you will not rely solely on this incident when forming your opinion of our overall serviceYour business is important to United and I'm confident your next travel experience with us will prove to be much better Regards, Lilia [redacted] Corporate Customer Care [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ms [redacted] , I would like to know that this employee will be strongly reprimanded for this behaviorI feel it would be fair compensation for my experience, that I receive flight credit due to my inability to adjust this flightThis employee's attitude and failure to assist caused me to end my trip earlier than plannedI was willing to pay the proper extension fees, I simply needed assistance from "Virginia" in the Chicago reservations centerSince this incident I have attempted to contact the Chicago reservations center directly - to no availI have not yet gone through social media channels to get a direct response from this center, as I felt that this would be the most direct method of contactMy next step will be to address United Airlines through social media in an effort to reach this representatives superiorI would like this representative properly addressed about this matter; I would hate for any other customer to know that a 'Solitaire" game is more important that their concernsIf this call is ever reviewed you will hear the remarkable level of disrespect and nonchalance for my concerns and needs I would like to end with a positive experience with United Airlines, but it has been very difficult to find satisfaction in being told that my call would not even be heard, over a manager's choice to ignore my needs and play computer gamesThis was highly unacceptable and ruined my travelsI do hope that I will receive suitable compensation for my horrid service experience and travel inconveniences Best Regards, Tiffany [redacted] Final Business Response / [redacted] (4000, 9, 2015/07/27) */ Dear Mrs [redacted] , I am responding to your latest communication sent through the Revdex.com The behavior and attitude you described are not reflective of our commitment to providing our customers the highest level of service, and I apologize for the negative impression this situation has created, but we do not compensate for such concernsAll United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstancesWe strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengersBased on your comments, we did not meet our goal nor your expectationsI regret you were not satisfied with the service provided We work hard to correct problems brought to our attentionAlthough we cannot provide specific details about the internal investigation, please know we take your concerns very seriously It is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not metWe appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenience Regards, Lilia [redacted] Corporate Customer Care [redacted]

Dear Mr [redacted] :I'm responding to a complaint forwarded to us from the Revdex.comI regret you're dissatisfied with our responseYou asked us to reexamine your request, and we have done soAll thingsconsidered, we do support our earlier decisionAfter further review, we again found that United Airlines complied with all of the applicable regulations at the time of your wife's flight.I’m sorry you weren’t satisfied with my resolutionWhile I won’t be able to meet your compensation expectations, I thank you for giving me the chance to pass along your feedbackWe truly regret any inconvenience your wife may have incurred while traveling with usIt is our sincere desire to move forward in ourbusiness relationship with you, and we realize that you have a choice of carriers Given the opportunity to welcome you aboard in the future, we are confident your next experience will warrant a much more favorablereportRegards, LeMarkus ***Corporate Customer CareCase:

Dear Mr [redacted] :I have reviewed your case once again as I was the original manager that was sent your initial email to United Airlines I regret that I was out of the office and was not aware that you had sent in an additional email to my response.Per United flight operation, [redacted] was recorded as ATC cancellation Our flight schedules are never guaranteed I understand that you are stating that according to www[redacted] had no issues with airport at the time I can only advise you what United Airlines is stating and what is recorded as why the flight was cancelled.I certainly understand that when you arrived for your rebooked flight and was advised that you would not make your connecting flight, you made the decision not to travel as United Airlines would not pay for your lodging and meals United Airlines refunded your ticket If you would have taken the flight, then the agent would issue you a $electronic travel certificate as a goodwill gesture Your ticket again was refund in the amount of $ United Airlines will not issue you compensation on a flight issue that you made the choice not to travelUnder United Airlines contract of carriage, which you may view at www.united.com, states when the situation is beyond the control of United Airlines, United Airlines will not offer compensation for passengers of the said flight, nor will United Airlines reimburse consequential expenses of any passenger Your rebooked flight was overbooked and again United Airlines would have issue compensation and rebooked you on another flight I certainly understand the reasoning why you made the decision not to travel and be refunded your ticket.Mr [redacted] , I will make an exception I realize that you were upset and frustrated by your flight issues with United Airlines As an exception to our contract of carriage and our policies, I will authorize an electronic travel certificate for you in the amount of $ The certificate will be sent to your email address within 3-business days The certificate is valid one year from the date of issue 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 [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Dear Ms ***: We received your letter from the Revdex.com I am sorry to learn of your flight disruption and unpleasant experience regarding your scheduled flight on January 13, Based on the events and behaviors you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every dayWe understand that communication is essential, and sharing up-to-date information can help ease disappointment I also want to apologize for the behavior from which you descried All United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of circumstancesWe strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers As you gave a detailed description of events, we are able to follow up on the situationBy reviewing the situation with the management and employees involved, we are taking action to improve service quality I realize your experience was disappointing, and as a gesture of goodwill, I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines Please allow to business days for processing Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate We do want you to know that operations and senior leadership spend a good deal of time reviewing comments from you and other customersWe realize that you have a choice of carriers; however we would like to continue our business relationship with you Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust We appreciate your business, and we look forward to welcoming you on board a future United Airlines flight Regards , James [redacted] Corporate Customer Care Case ID – [redacted] Tell us why here