United Airlines

Dear Mr**: I'm sorry you're disappointed with our response My intention was to show you I understood your concern and let you know I'm sorry about everything that happened during your f**ghtWe have sent you an electronic travel certificate as a goodwill gesture to offset your additional travel cost As an additional way to say we're sorry, I'm depositing bonus miles into your MileagePlus account, which will reflect in your balance within a few days to bring this matter to an amicable closureWe hope this gives you a future opportunity to receive the service you deserve We're **stening more than ever and working hard to be your air**ne of choiceI appreciate you helping us get there On behalf of United, we look forward to welcoming you aboard your next f**ght Regards, [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Mr [redacted] : I am responding to your complaint filed with the Revdex.com We would like you to know that a full investigation regarding your cellular phones was takenDespite all efforts to locate your missing phone, I regret we were not able to locate it I have reached out to [redacted] and he only recalls having possession of phone which was retrieved from the aircraftI am sorry for any misunderstanding that may have taken place in your conversation In addition, I was advised our Baggage Service Representative, ***, spoke with you on the phone and did an extensive physical search of the warehouse trying to locate the missing phonesThe only phone she was able to retrieve was the phone that was already sent to you Also, on September 21, Ms [redacted] of the Executive Services Department, tried to contact you by phoneShe followed up with a letter and as a goodwill gesture she provided a $Electronic Travel Certificate I know how difficult this has been for you and I truly wish that we were able to locate both of your phonesHowever, despite our best efforts we were notWhile every attempt was made, ultimately we are not responsible for items which are not checked inTherefore, I am sorry I must decline your request for reimbursement Mr [redacted] , as a MileagePlus member your business means a lot to usAlthough the results of our investigation did not provide you with the optimal outcome, I hope you will see that we responded to you with genuine concern Kindest Regards, [redacted] Corporate Customer Care Case: [redacted]

Dear Ms [redacted] :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 createdPlease understand that the $baggage fee is only waived for the Primary Card Holder Since you are not the Primary Card Holder, the fee cannot be waived.The behavior you described is not reflective of our commitment to providing our customers the highest level of service When you fly with United, you expect us to take good care of you and to provide timely, efficient and professional serviceThere is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services received from our reservations agent.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.As a gesture of goodwill, I am sending you a $travel certificate that can be applied towards a future flight with United Airlines which you will receive in a separate email within the next 3-business day.As a MileagePlus member, you have made a significant contribution to our airline, and I want to thank you for your business and continued loyaltyWe 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 flightRegards,Melinda [redacted] Corporate Customer CareCase [redacted]

Complaint: [redacted] I am rejecting this response because: Candace, I never got the certificates as promised thats one2nd, We will NEVER be a United Customer ever againThis is highway robberyYou charge me over thousand dollars and the entire trip along with all that happened was pathetic Sincerely, Mark [redacted]

Dear Mrs***: I have retrieved your tickets and do see that your reservation was modified and not refunded The redeposit fee for the mileage was shown as $per personI have requested the reservation to be refunded in full along with the seat purchases Please allow up to business days for the mileage to be reflected back into the MileagePlus account and the payment process as refunded back to your original payment.Travel insurance is not handled through United Airlines If United did not refund the tickets, you would then contact your travel insurance company.United Airlines does appreciate your business and we look forward to serving you and your husband when he is able to travel.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

Dear [redacted] **:We're sorry for the mileage credit issues for your outbound flight.Due to changes to the MileagePlus account or limitations as to types of fare classes that earn miles on other carriers, some segments of your trip may not credit as expected With the ticket number and information, please contact MileagePlus directly at united com/contactmp so they can research your ticket and request credit form the other carrier if applicable.Hope to see you onboard soon.J [redacted] Customer Care [redacted]

Dear Mr***:I am responding to your communications sent through the Revdex.com.I see my colleague Mrs [redacted] , has already addressed your concern and gave you each a $ [redacted] goodwill travel certificate.As your receipt and Mrs [redacted] , noted, bags must be checked and boarding passes obtained at least minutes prior to scheduled departure, therefore, you need to be at the airport with plenty of time to cheand obtain your boarding pass.Also as travel was provided, you do not qualify for a refund.We appreciate this opportunity to respond and look forward to serving you.Regards, Lilia [redacted] Corporate Customer Care [redacted] CheRequirement - Bags must be checked and boarding passes obtained at least minutes prior to scheduled departureBaggage will not be accepted and advance seat assignments may be canceled if this condition is not metDear Ms***: I am sorry you and your brother experienced long lines when traveling from Mexico back to the US on March 5, Although Minimum CheRequirement for checked baggage and boarding passes is minutes prior to scheduled departure, during peak traffic hours most international airports recommend to allow three hours processing timeThis information is on our website united.com Home > Travel information > Airport information > Cheand airport processing times I am happy to see our Customer Refund Services has refunded the $same day change fee I regret we are unable to honor your request to refund the fare difference, baggage fees, or phone chargesTherefore as a gesture of goodwill I have requested an electronic travel certificate for you and your brother Joseph ***You will receive the certificates in a separate email within to business daysWe consider it a privilege to serve as your preferred travel partner and look forward to the opportunity to see you aboard again soon Regards, Georganne [redacted] Customer CareCase: [redacted]

Dear Dr [redacted] : It has come to our attention that another department has been collaborating with your wife, Ms [redacted] , on this very same issue and during the period of your contact with the Revdex.comTherefore, since this has been escalated to another United department for resolution, we ask you to follow up with Ms [redacted] for progress updates Thank you for this opportunity to respond Regards, Eve [redacted] Corporate Customer Care Case:

Complaint: [redacted] I am rejecting this response because: As I have told Elaine, my doctor and I are uncomfortable sending my entire medical history for this one incident, especially so with United not having a HIPAA protection policyElaine was free to request the pertinent records from NYFD who provided treatment on site and took me from JFK airport to a hospital in Jamaica - Queens NY.Elaine also agreed that my medical records were irrelevant if I'm agreeing not to file a lawsuit, and when we had our last conversation weeks ago she advised that she would be sending over an NDA to sign for my refunds for the flightThe failure to follow up, again, is why I have filed this Revdex.com complaint and I am asking for assistance Sincerely, Robin [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, Nina ***

Dear Mr***: We received your letter through the Revdex.com, with reference to case [redacted] Your email clearly expresses your disappointment with your July customer service experienceI would like to extend my personal apology for the negative impression left with you; your frustration is certainly understandable I am so sorry for the challenges you encountered in attempting to rebook on your original ticket and for the poor hotel accommodationsAs passengers move between flights, availability can fluctuate rapidly Upon review, I noted the original ticket purchased refunded for the full amount of $Since this ticket has processed for refund, I am unable to refund the new ticket you purchased on your own As a goodwill gesture, you will receive a $electronic travel certificate for the overall inconvenience and to help offset the difference in fare of $ 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 emailAs 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 [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

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, Robert [redacted]

Complaint: [redacted] I am rejecting this response because: Several [redacted] lounges stated United Airline is not a participantIn this message the representative states it was another type of pass which should have been bought it would not have made a difference because [redacted] lounges don't take any type of United entrance purchasedUnited should stop selling goods that customers can not use Sincerely, [redacted]

Dear Yasameen ***:I'm responding to a complaint forwarded to us from the Revdex.com.We understand travel plans change when illness befalls the traveler, traveling companion, or immediate family member Most tickets require a change fee for reissue; however, in cases of serious illness, United may be able to refund the change fee or ticket, upon receipt of proper documentationYou will be required to pay the applicable change fee when you schedule the new datesOnce the change has been completed, you may submit your request to our refund department via united.com Please include the following: letter from the physician (on official letterhead) stating travel was not recommended, passenger name, name and relationship of person who was ill, ticket number, flight information, and a brief letter of explanation [redacted] Travel should have advised you before you purchase your ticket the Terms and Conditions of the ticket you were about to purchase Tickets are non refundbale and non transferable and a name change is also not permitted after the ticket has been purchasedWe recommend that pregnant women consult with their physicians before travelingWe require a letter of authorization from the physician when travel occurs within seven days of the anticipated delivery dateSafety regulations regarding the use of seat belts must be observedWe appreciate your business and look forward to welcoming on board a future United Airlines flight Regards, LeMarkus ***Corporate Customer CareCase:

Dear Mr***: Thank you for contacting us, regarding your electronic travel certificateOur records indicate you were issued a $travel certificate for the delay of your flight and delayed baggage to BostonThe $travel certificate was used against Boston to Hong Kong on August 6, I regret we are unable to issue a new certificate as the certificate was used alreadyThank you for your patienceKind regards,LaRece ***kana case 11493254Revdex.com Case # Corporate Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I have replied to United's email directly to me and have not heard back from them on the matter, however the charge has been dropped Sincerely, Tim [redacted]

Dear Mr [redacted] : We received your letter through the Revdex.comI'm very sorry for your unpleasant encounter with one of our staff recentlyThe behavior that you have described is not typical of the service we strive to provideAt United Airlines, we believe all customers are to be treated with dignity and respectThis philosophy is deeply woven into everything we doWe expect our staff to provide a friendly, efficient service I regret that is not what you experienced There is never an excuse for unprofessional behavior, and I am very sorry this was your experience of the services receivedAlthough we cannot explain the inappropriate behavior, we can work to correct itYour concerns are very serious to usUpon review of the information presented in your letter and in the record, the baggage fees are valid; however, I have authorized a refund of the $in bag fees you have disputedIn order to understand more what happened, please provide the reason you felt the bag fees were not valid, and I will do my best to confirm in order to prevent errors in the future We thank you for your business, loyalty and look forward to seeing you on a future United flight Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Dear Ms [redacted] Your correspondence with the Revdex.com has been forwarded to my attention for review Please accept my apologies for the frustrating travel experience you had with us recentlyTo facilitate our research, kindly supply the information below Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers: Approximate Departure Time: Origin: Destination: I look forward to hearing from you so that I may resolve your concerns Best regards, Mary Beth [redacted] Corporate Customer Care [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) KX Some of the flight numbers are below I do not have them all because they ripped up tickets and changed them multiple times Description Activity 06/20/UA Express [redacted] 06/20/UA Express [redacted] 06/18/United 459- [redacted] 06/18/UA Express [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 Please advise for how much the voucher will be? I had requested worth way from NY to FLA, roughlyUnderstand costs change Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: you explain that the terms were included when I bought ticketI am not disputing thatI am disputing that your rep provided incorrect informationI asked them if I could use the amount of the ticket cancelled in another purchase and they said "yes." They, however, never said it was also $for change feeYou can go ahead and listen to the recording if necesary Sincerely, [redacted]