United Airlines

Complaint: [redacted] I am rejecting this response because: the problem is with the mileage plus part of your organization as stated multiple times beforeThis is not a response and is frankly insulting and arrogant Sincerely, Ms [redacted] [redacted]

December 2, The Revdex.com has forwarded your correspondence to my attentionI'm sorry you're disappointed in our feesTo explain, as part of the ticket's rules, there's a processing charge for any changesApart from that fee, you may also have to pay for any price difference if the same discount isn't availableIn looking at your ticket, I see that it was purchased as non-refundable and any change to that travel would incur a change fee I apologize for any misunderstanding and I'll make sure to report your feedbackWhen booking your next flight, let us know and we can research tickets with fewer restrictionsDue to any confusion, I would like to help make this rightI have sent both you and [redacted] an Electronic Travel Certificate in the full amount of the ticketsThe certificates will arrive via email within a few business days We appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight Kind Regards, [redacted] Corporate Customer Care Case [redacted] Tell us why here

Dear Ms [redacted] :I am responding to your communication submitted to the Revdex.comI understand your military orders changed and that you were advised your reservation could not be altered as you purchased a basic economy fareI also realize you purchased travel insurance through [redacted] and submitted a claim to have the cost of your ticket reimbursedPlease be advised this a company that is independent from United and we cannot intervene or override the terms and conditions of their policies or service With that said, please know that I do want to help youSo that I can retrieve your information, we will need the following information:UA Confirmation Number (the ID # you provided is a travel agency record which we can not access)Digit Ticket Number: (starting with 016)Travel Date:Origin:Destination:Please provide as much information as you can as wells as a copy of your military ordersYour assistance is appreciated Kindest Regards,Julie ***Corporate Customer CareCase ID: [redacted]

June 20, The additional comments you provided by means of the Revdex.com have been forwarded to my attention for correspondence response We appreciate the time you have taken to contact us again, and on behalf of United, I regret to learn of your continued disappointment with our Basic Economy fares 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 While I can't refund your ticket, we understand your concerns and will pass along your commentsWe are trying our best to make sure you know when you're buying a Basic Economy ticket and what conditions come with the ticketOther places that sell our tickets are expected to advise you, as well The Terms and Conditions of the Basic Economy ticket rules are on our websiteAs you confirm the reservation, alerts (special column) with notification will populate related to the basic economy fares will display to advise you of the restrictions associated with the far/ticketAt the end of your transaction, upon completion, you agree to the terms and conditions of the farePer my previous correspondence, you can still check your bags and pay the applicable service charge only in the airport lobby when you're picking up your boarding pass Thank you again for your feedback, and we look forward to providing you excellent service on your next United flight Regards, MrsElizabeth [redacted] Corporate Customer Care United Airlines Revdex.com: [redacted] UAL: [redacted]

Dear Mr***: We apologize again to you and Ms***, for your disappointing experience on February 18, I show several colleagues have responded to your complaint and explained that although we usually do not offer compensation for events beyond our control, one colleague made an exception and approved a pair of $travel vouchers, emailed to you on February 24, Perhaps they went to a spam folderIf you do not see them, please let us know and we will email copies to your email address on file: ***[redacted] @GMAIL.COM Thank you for this opportunity to respond Regards, Eve [redacted] Corporate Customer Care Case:

Dear Ms***:Thank you for contacting United Customer Care through the Revdex.com I apologize for the service you described in your email.Your reservation shows that there was a travel certificate issued for you, Steven and Xavier on July 27, I regret that you did not receive the certificates for Steven and Xavier.I will forward a copy of the certificates today.I have documented your comments in my report to insure that our Call Center leadership is aware of your experience.We look forward to serving you in the near future, and I am confident we will continue to work hard and earn a better report on your next flight with us.Thank you for flying the friendly skies Regards,Mae [redacted] Corporate Customer Care Case ID

Complaint: [redacted] I am rejecting this response because:Instead of processing my refund, United's website provides the error message below Basically, I have no refund a full week after it was processed 2016/01/13.Check refund statusCheck the status of your refund by entering your 8-digit refund request number or your United ticket number.Error:Unable to process this request.Please contact your Customer Service representative at [redacted] Sincerely, [redacted] ***

Dear Mr***,I was sorry to hear that due to medical concerns you and Ms [redacted] were unable to travel as planned on October 4th.Based on your comments Ms [redacted] received a call regarding her mother and needed to travel on January 16th to Munich Additionally, you and Ms [redacted] went to the Omaha airport on January 16th to have her unused ticket reissued where the purchase of a one way or roundtrip ticket was discussed You also mentioned the ticket was changed by an Omaha representative and you were unaware that the new ticket purchased was a one way ticket Unfortunately, we are unable to determine what the fare would have been had you purchased a roundtrip ticket as fares are based on availability at the time of purchase Additionally, there may be a fare difference when tickets are changedAdditionally, we are unable to determine what the fare difference would have been if a roundtrip was purchased and the return changed.I understand that when you learned that only a one way was purchased, a ticket for $3,was purchased for Ms [redacted] to return from Munich on January 29th Our records indicate this ticket was reissued to for a return on February 6th with a new fare of $3,and a refund of $was processed Due to the possible error I have requested a refund of $3,under United Refund reference [redacted] .We hope to welcome you and Ms [redacted] onboard again soon.Kind regards,Dana [redacted] Corporate Customer CareCase [redacted]

Complaint: [redacted] I am rejecting this response because:The e-certificates that were offered to me do nothing to help alleviate the extra expenses that I had to spend because of this incidentAnd while I understand that it is important to do whatever is needed to keep operations running smoothly, I felt like my concerns were ignored by your servicesNone of the solutions that were given have helped to deal with the major dent that was dealt to my wallet nor did they give me any peace of mindI truly felt like I was treated like a second class customer throughout this whole ordeal Sincerely, Jaime [redacted]

Complaint: I am rejecting this response because: Your company is obviously well trained to delay delay delay until people give up on their unresolved complaintsI assure you I will never let my dissatisfaction go until your company does the honorable thing Sincerely, Eric ***

April 4, 2016Dear Mr**:We are sorry to hear of your complaint filed with the Revdex.com regarding your round-trip reservation for travel in May, 2016, between Washington Dulles and Orlando.We regret your disappointment with the terms and conditions of our fare rule policies considering you are requesting that an exception be made to refund your non-refundable tickets based on the unfortunate Zika virus situationUnited did implement a travel notice to customers who are concerned about their ticketed travel to a country affected by the Zika virus (as listed on the CDC website) However regrettably, it only applies to customer tickets that were issued on or before February 29, 2016, and whose ticketed travel was to a country as listed on the CDC website.As previously informed by our Customer Refund Services department, we allow our customers to apply the value of their unused ticket towards future United travel less a service fee and any applicable difference in fare.A ticket must be reissued within one year from the date of issue but, travel may commence after that As a rule, our schedule is open to book days out When you are ready to make new travel arrangements you may contact one of our Reservation Specialists at 1-800-UNITED-(1-800-864-8331).and provide your unused ticket numbers Mr**, as a MileagePlus member we sincerely appreciate you and your family's business We look forward to a future opportunity to welcome you on board.Sincerely, Judy [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Mr***: We received your letter from the Revdex.com regarding your refund discrepancy I am sorry to learn of your difficulties when requesting a refund of your ticket Based on my findings, the ticket purchased is an excursion restricted through-fare with a combination of United Airlines and Lufthansa Airlines Your ticket reflects that it has been partially used; therefore our Refunds Department established the appropriate refund amount For further details regarding your refund request, please visit our Refunds Department at: United Airlines Customer Refund Services Attn Processing Dept P.OBox - Dept HQJRF Houston, TX E-mail: [email protected] Fax: 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 certificateWe do want you to know that our airport station managers, operations, MileagePlus teams 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 Mr ***, as a MileagePlus member, your business is very important to us Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards, James [redacted] Corporate Customer CareCase ID –

Dear Ms [redacted] Once more I am responding to your communication sent through the Revdex.com I am also sorry you continue to be disappointed with my colleague’s response Mrs [redacted] , and policyAs you were only ticketed to fly to Cancun, on us; and transportation was provided, you do not qualify for a refund I understand you were delayed minutes into Cancun, which is why you were given a $electronic travel certificate, but as a goodwill gesture the amount was increased to $ Once more I apologize for the delay but we are unable to cover hotel accommodations at your destination, special events, and ground or air transportation Thank you for taking the time to let us know your thoughts We value your business and look forward to welcoming you aboard another flight on United Regards, Lilia [redacted] Corporate Customer Care [redacted] & [redacted] https://www.united.com/web/en-US/content/contract-of-carriage.aspxRule Flight Delays/Cancellations/Aircraft ChangesA.General Schedules are Subject To Change Without Notice - Times shown on tickets, timetables, published schedules or elsewhere, and aircraft type and similar details reflected on tickets or UA’s schedule are not guaranteed and form no part of this contractUA may substitute alternate carriers or aircraft, delay or cancel flights, and alter or omit stopping places or connections shown on the ticket at any timeUA will promptly provide Passengers the best available information regarding known delays, cancellations, misconnections and diversions, but UA is not liable for any misstatements or other errors or omissions in connection with providing such informationNo employee, agent or representative of UA can bind UA legally by reason of any statements relating to flight status or other informationExcept to the extent provided in this Rule, UA shall not be liable for failing to operate any flight according to schedule, or for any change in flight schedule, with or without notice to the passenger

Dear Mr [redacted] :I am responding to the correspondence you forwarded to the Revdex.comI'm sorry for the stress you experienced when you found out your ticket would be re-priced if you did not fly the last segment of the ticket to Boston on March 21, I can only imagine how frustrating this wasI'll pass along your comments so we can review our policyAs part of the ticket's rules, you must use the ticket in the order the itinerary was booked, and to the final destination; otherwise, you risk losing the ticket's value and the ticket will be re-priced at that time I realize the fare to Newark was $more than the flight to Boston and I apologize As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysI appreciate you chose United for your travelWe hope to have the privilege of welcoming you back in the future.Regards, Susan ***Corporate Customer CareCase:

Dear Prof [redacted] :I am responding to the additional information you forwarded to the Revdex.comIf you do not use the full $certificate you can use the residual value for another ticket However; I will be more then happy to issue you two $electronic travel certificates instead of one $certificate if that is preferable.Just let me know!Regards, Susan ***Corporate Customer CareCase: [redacted]

Complaint: I am rejecting this response because: The voucher specifically states I have a credit with United and when I called [redacted] they said United was now in control of the funds/ ticketthe number I provided is the original [redacted] itinerary # and what I was instructed to use for the voucherI believe that United and [redacted] need to work together to resolve thisI do not think its right, fair or good customer service for [redacted] to tell me to deal with United and United to tell me to deal with [redacted] that is giving me the run around and no workable solutionThis is a direct excerpt from my email:Dear Sandra [redacted] , Per your request, we canceled your flight reservation You have a credit voucher with United for $437.70.To use your credit voucher for a new [redacted] travel itinerary, please do the following:Search for alternative flights at [redacted] .com/flights, with the following in mind: aAt least one leg of your flight must be on United.bYour airline credit expires 13-July-To redeem your credit, you must book your travel by calling [redacted] by 13-July-2016.cCredits are issued for each traveler and are non-transferableCall 1-800-237-to book your new itineraryPlease provide the itinerary number ( [redacted] ) and airline confirmation code () to the representative Sincerely, Sandra [redacted]

Dear Ms***: Your correspondence with the Revdex.com has been fowarded to my attention I hope this email finds your grandmother doing better I am sorry to learn that due to your grandmother's poor health you will have to cancel your travel plans I see that our refunds department has denied your request I will resubmit your request along with my authorization You will receive another email once the refund has been processed Ms***, 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, [redacted] Corporate Customer Care [redacted] KANA [redacted]

Complaint: [redacted] I am rejecting this response because: I played for the travel protection plan and still unable to get my money backI will be happy to at least be able to change the dates of my old flight.Booking #: [redacted] Booked on: Tue, Jan 23, 2018Airline confirmation : [redacted] Eticket #: [redacted] Sincerely, Ruth [redacted]

November 30, 2015Dear [redacted] I am responding to a correspondence received from the Revdex.comWe appreciate the time you have taken to contact us again, and on behalf of United Airlines I sincerely regret of your continued disappointment.Our Customer Care department is committed to providing excellent customer service and will make every effort to assist our customers whenever possible with post travel issuesI regret I am unable to assist you with your reservation requestI checked record locator [redacted] and comments were added to your reservation, that your daughter contacted our Reservations Department on November 10, Our United Airlines Representative attempted to contact our support team, however; since the record is under [redacted] control we are unable to email or change the itineraryIn addition, our representative attempted to contact [redacted] directly and their reservations lines were still closed on November 10, due to the strike, however; we did receive notification stating that [redacted] is no longer on strike.Per my previous correspondence, since our [redacted] Partner, [redacted] Airlines is in control of your itinerary, regrettably, United Airlines is unable to modify or email you a copy the [redacted] itineraryTherefore, we request you contact [redacted] reservations directly, please call: [redacted] and please give the representative the [redacted] record locator and they should be able to assist you with your requestOnce again, please accept our apology for not providing the service you anticipatedI realize this is not the response you were anticipating and I'm sorry for disappointing youThank you for your patience and understandingI realize this is not the response you were anticipating and I'm sorry for disappointing youYour business and support is appreciatedWe look forward to welcoming you aboard a future United Airlines flight.Regards, [redacted] Corporate Customer CareUnited AirlinesUAL: [redacted]

Dear Mr [redacted] :I'm responding to your communication submitted to the Revdex.comI regret the circumstances you've described about your recent tripOur goal is to provide a seamless travel experience, which includes running a safe, clean, reliable operation and delivering exceptional service to all of our customersBased on your comments about the long lines at Newark and the flight delay you encountered, it seems we failed to meet our mutually high expectations and for that I am truly sorryIn addition to completing your file and forwarding your feedback to the appropriate management teams for future improvements, we will be sending you a $travel certificateThe elctronic voucher will be delivered separately via email within the next 3-business daysAs transportation was provided, we are unable to fulfill your request for a refundAlso, for future reference and as a friendly reminder, Premier Gold members are entitled regular checked bags (linear inches) at 70lbs each For more information about our baggage policy, please visit united.com; the link is provided below: https://www.united.com/CMS/en-US/travel/Pages/CheckedBaggage.aspx? As a Premier Gold customer, we consider it a privilege to serve you as your preferred airline and look forward to the opportunity to see you on board again soonAs always, thank you for choosing United AirlinesRegards,Julie ***Corporate Customer CareCase ID: [redacted]