United Airlines

Dear Mr [redacted] : I'm sorry you feel my resolution didn't meet your expectations It's not my intention to add frustration If you could let me know an acceptable time to call, I'd appreciate a few moments so I can make it rightWhile I can't guarantee the offer will change, I want to make sure I do all I can to help youYour satisfaction is important to United, as we continue to improve our service so we may offer a better experience I look forward to hearing back from you Ana [redacted] UA Corporate Customer Care

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 place him by a window seat in Economy Plus I want him to have at least one enjoyable flight to America without any luggage worries Sincerely, Wesley ***

Dear Mr [redacted] : We’re always glad to hear from our MileagePlus membersThank you for flying the friendly skies I am responding to your communication sent through the Revdex.com I am sorry you are disappointed with our upgrades with co-pay policy, but they were disclosed at the time of requesting the upgradesI have provided the link to this policy below for your review Upgrade availability can change as conditions change, so we encourage you to request an upgrade even if one is not currently availableMileage payment and any applicable co-pay will be due at the time of your request, and if an upgrade is not immediately available, you will be placed on a waitlistIf upgrade seats open up, we will make them available to customers on the upgrade waitlistIf none of your flights are upgraded, then we will automatically refund the miles, co-pay and any taxes you paid We appreciate this opportunity to respond and look forward to serving you Regards, Lilia [redacted] Corporate Customer Care Link to MileagePlus Upgrades: https://www.united.com/web/en-US/content/mileageplus/awards/upgrade/mua.aspx

Dear Mr [redacted] :I was very sorry to read that your experience with United Airlines on December 30, 2015, did not meet your expectations, and offer my sincere apologies.I certainly understand the frustration and inconvenience of encountering a weight restricted flight, and am very sorry you were so inconvenienced I do hope you will use the electronic travel certificate you were given, to fly with us again and allow us the opportunity to regain your trust.I have authorized a refund of the unused segment of your ticket from Newark Liberty to Philadelphia, to the original form of payment The refund process takes seven to ten days to complete Please note however, that it can take up to two billing cycles to be reflected on your credit card statement.Thank you for choosing United Airlines and MileagePlus You are a valued customer and your business is appreciated.Sincerely, [redacted] Corporate Customer CareCase ID [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and we regret your disappointment with our united.com Club program The united.com Club is an online membership program in which credits earned through the united.com Club are added to a [redacted] account once travel is completed The funds in a member’s [redacted] can then be redeemed for air travel purchases on United and United Express operated flights, and there are no restrictions as to which type of fare can be purchased If you purchase an Economy class fare and for example are interested in purchasing Economy Plus seating, [redacted] funds cannot be used toward the purchase of Economy Plus seating as this is another program In accordance with [redacted] ’s terms and conditions, [redacted] funds cannot be used in conjunction with other programs While the Customer Care Department does not have the ability to modify the rules of [redacted] , we do appreciate your taking the time to share your concerns with us Your feedback is helpful and we will truly benefit from your commentsThank you for your support as a MileagePlus and united.com Club member, Mr [redacted] We look forward to continue serving your travel needsSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID

Dear Mr***:United Airlines representatives are expected to treat our customers with dignity and respect at all times I regret that the two agents that you spoke with did not explain to you in detail that any deposits made to the [redacted] are nonrefundable I understand that you are stating that it was a mistake and you contact United after one hour Unfortunately once the deposit is made again it is nonrefundable.I have included for you a link to united.com travel bank information:https://www.united.com/web/en-US/content/account/ [redacted] .aspxYou may use the funds in your travel bank to purchase a ticket as stated on the linkUnited Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards, [redacted] Corporate Customer CareCase [redacted]

Dear Mr***:I am responding to your communication filed with the Revdex.com.I'm sorry for the disruption in your travel plansWe recognize communication is essential, and sharing up-to-date information about a flight irregularity can help our customers plan accordinglyBased on your comments about the delay of United Flight #***, we could have done a much better jobMr***, please know our goal is to consistently provide a safe, on time, and seamless experience for each of our customers and I regret this did not happen for you on this occasionAs a tangible expression of our apology and in the hopes of regaining your confidence and support as an airline, we will be sending you a $travel certificateThe electronic voucher will be delivered separately via email within the next business daysWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie ***Corporate Customer Care Case ID: [redacted]

Dear Mr [redacted] : We received your letter from the Revdex.com I am sorry to learn your disappointment in our ticket policies and fees when exchanging your e-ticket Please understand, 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 exchanging your e-ticket(s), a fee of $USD (domestic) OR $USD (international) applies; however, depending on the available inventory when the ticket is exchanged, 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 increasesIn addition, when tickets are purchased through a travel agent ( [redacted] , [redacted] , [redacted] , etc.) an additional reissue fee of $USD will apply Information about our exchange/reissue fees are advised at the time of ticketing either through United Airlines or Travel Agent You may also visit www.United.com for additional information regarding our ticket policiesAs an exception to our ticket policy, I have refunded your $USD “reissue” fee The refund process may take up to days for your account to reflect accordingly Please know that when making future changes to your e-ticket, the exchange/reissue fee (along with possible additional collect) will apply Should you need additional assistance with your future e-ticket, please contact our Customer Service Desk at 1-800- [redacted] Our Customer Service Desk is open hours / days a weekWe appreciate your business and look forward to welcoming you on-board a future United Airlines flight Regards, [redacted] 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 However, I am still unhappy with the level of time in my intervention to take care of this situationIt was necessary to upgrade my spouse with more miles on my part even though you have compensated meAs a good faith measure by the United Airlines, is there anything to be done, so that I can still sit with my wife for the flight in discussion (possibly upgrading me to sit with my spouse)? I appreciate UA working with me in this situation, but I hope the company can strive for better customer service experiences in the future Sincerely, [redacted] ***

Dear Mrs [redacted] In my last response, I did advise you that you purchased your tickets online You do have to agree with the terms and conditions prior to making the purchase The terms and conditions specifically state the fare rules, which would have stated, you are purchasing non-refundable tickets Any changes to the reservation, you will be responsible for any change fees and possible difference of airfare.I have state to you United Airlines ticketing policies Your reservation has been documented with the advisements that I have responded with to you regarding your reservation Again, you have until February 5, to have the ticket reissued, pay the change fee and possible fare difference.I understand that you are disappointed with my response as you are requesting a refund United Airlines will not refund your non-refundable tickets.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

April 13, Dear Mr [redacted] : I am responding to your correspondence addressed to the Revdex.comOnce again, on behalf of United, I am sorry to learn of your continued disappointmentWe ask once again 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 proceduresI apologize for the inconvenience you experienced when our published schedule changedI realize how frustrating this must have beenAlthough 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 inconveniencesOur schedule change policy is contained in the Contract of Carriage which may be found on united.com website Rule Cancellations of Reservations Rule Flight Delays/Cancellations/Aircraft Changes, Section A – General, 3) Schedules are Subject to Change Without Notice Please be assured that we do understand your concerns, and they have been documented for internal reviewWhile we recognize goodwill tokens cannot replace the time that has been lost, or compensate for the inconvenience or added expenses our customers may incur due to a flight delay or cancellation, the goodwill offered was intended as an expression of our regrets for the series of events that transpired when you traveled with usI hope you will accept our gesture in the spirit in which was intendedUnfortunately, we have nothing tangible to offer for your dissatisfaction and your disappointment is nonetheless understood While I realize that the application of our policies and guidelines has not provided you with your preferred outcome, please be assured that we appreciate your businessRegards, MrsElizabeth [redacted] Corporate Customer Care United Airlines UAL: [redacted] Revdex.com: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Dear Mr [redacted] : I am in receipt of your email sent via the Revdex.com( Revdex.com) However your email does not include any ticket numbers so I may review your travel concernsPlease provide me with the ticket numbers in question, and file and or case numbers of requested refunds so I may follow up on these issuesOnce I receive this information, I will be able to respond As a Premier Silver member, my apology for the confusion Regards, Ruth [redacted] Corporate Customer Care Case XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) MileagePlus Account - CVXXXXXX - Disputed Fee (KMMXXXXXXXXVXXXXXL0KM) Dear Mr [redacted] : Our records indicate the disputed fee of $is still unresolvedThe upgrade was received on United flight on December 7, from Los Angeles to Tokyo in seat 3B; therefore, the fee is validIn your previous correspondence you responded that the upgrade was not received; however, when you contacted the MileagePlus Service Center on December 9, 2014, you acknowledged that the upgrade was only not received on the flight between Tokyo and Singapore and asked for the award to be prorated Please note we are temporarily closing your MileagePlus account pending receipt of the fee Please contact the MileagePlus Service Center at XXX-XXX-XXXX to provide your credit card information Regards, Tracey [redacted] MileagePlus(r) Service Center We appreciate your participation in the MileagePlus program and your support of United and our partnersWe look forward to serving your travel needs again in the near futureFor MileagePlus program information, please visit www.mileageplus.com PASSENGER: [redacted] / [redacted] TICKET(S): XXX XXXX XXX XXX REQUEST ID:XXXXXXXX Final Business Response / [redacted] (4000, 9, 2015/07/10) */ Dear Mr [redacted] : Thank you for the response However the information provided does not match your request As this issue pertains to your Mileage Plus account, please contact Mileage Plus directly, as I am unable to provide the needed informationYou may reach Mileage Plus either via: United.com > Contact Us > Mileage Plus Service Center or at: X-XXX-XXX-XXXX Agents with Mileage Plus are ion the best position in which to assist you Again my apology for the inconvenience Regards; Ruth [redacted] Corporate Customer Care Case XXXXXXX

Complaint: [redacted] I am rejecting this response because: Re: Complaint # [redacted] Thank you for your prompt response regarding this matterI appreciate United’s refund of our seat upgrade charges, but cannot consider this matter closed until the $baggage check fees are resolved In additional to my original request of expected outcome from this contact, I would like like to add that United provide additional training and authority to handle these matters to lower level “customer care” representatives, along with an “customer care” number on their website and contact information (telephone numbers and email addresses) for management, in case matters like this are not resolved, or if a customer would like to pass along a compliment (why wouldn’t the CEO post his/her telephone number, if they consider their service above average?) In respect and consideration to the American taxpayer’s bail out of the company, their call centers should all be relocated stateside Finally, terms should be CLEARLY stated on their offers and available to consumers after the factRegarding United’s response to my Revdex.com complaint, Either United does not know how their fees are applied or or they underestimate the intelligence of their average clientMy receipt (see attached receipt below, in my husband’s name) for the checked bags clearly states “FIRST CHECKED BAG $25.00”The tax was only $2, not $Mexico departure tax, as Ms [redacted] stated in her reply Presumably this $tax would’ve been included In any bundled packageAlthough I have requested in every contact made with United, a copy of the offer for the bundle that I purchased showing that the offer was only one way, I have yet to see anything but a receipt for the purchase Every single representative that I spoke with insisted that this was a one way offer and evidently just expect me to just take their word for itIf this bundle was indeed offered for one way passage, United seems to have questionable business practices, offering the classic “bait and switch “I am embarrassed for United, they can’t seem to show any empathy or concern for their average economy passengerProfits seem to be the priority nowadays Sadly, the airline industry took a hard blow after 9/11, we continued to support them, even gave them a taxpayer bail out to save the business Our thanks seems to come in the form of over booking, barely enough leg room to allow for a safe evacuation, extra charges for baggage check, saving money by expecting customers to use their personal devices for in flight entertainment (but only providing power sources in upgraded seating) It’s time to stop nickel and diming customers to death, cut back their profit margin a bit and offer some decent service We bailed them out, their stock holders didn’t, I think United owes a bit more loyalty to the taxpayers than their shareholders Pre 9/11, United operated profitably while offering more flights, acceptable leg and reclining room, less overbooking, free first checked bags and meal service — all with affordable ticket prices United has turned their misfortune around (again, with the help of loyal customers, like myself, and the taxpayers), now that they are making handsome profits once more, what happened to the pre-9/service? It’s shameful that United has begun to profit on the heels of a national tragedyI found it remarkable that it took a week after filing my claim on line to get a response from United, my telephone contacts with their representatives yielded the same scripted responses from each person, leading to a dead end When I was finally contacted by “customer care” (an obvious misnomer), I was ultimately told that I had reached the end of the line, they would not resolve this issue and suggested I contact my credit card company Each “Customer Care” representative that I encountered seemed uninterested and certainly uncaring Their responses contain no contact information (extension, email address, employee ID number), the United website offers only a form to file a complaint, no mention of a telephone number for human contact Obviously, it’s United’s policy to avoid such petty inconveniencesRemarkably, within hours of filing a complaint with the Revdex.com, I’m suddenly inundated with calls, emails and messages from United expressing their concern I have also been offered compensation in the form of a $voucher, which I respectfully declineUntil United provides its customers with respect and empathy and puts customer service over higher profit margin, United will be far from my first choice as a carrier going forward I consider it an insult that after their disinterest in handling this matter, their final action was “throwing me a bone” in the form of a voucher to appease me, after other agencies became involvedPlease understand that the pursuit of this complaint is not an act of petulance, but a cumulative result of years of declining service, comfort and respect for customers over the years, culminating in general disregard and apathy from their “Customer Care” departmentI will continue on with my complaint to notification of media consumer reporting sources Regards, Steven K [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 meI appreciate United's prompt resolution of this matter Sincerely, [redacted] ***

I will cautiously accept the resolution made by United Airlines Corporate Customer Care, MsCindy [redacted] to resolve this issueI agree that Ms [redacted] can "extend a $electronic travel certificate for all of my traveling party, which will arrive in a few days"I sincerely hope that Ms [redacted] gives me and my family ample time to use the electronic travel certificate and not to make the electronic travel certificate expire within a short amount of time Travelling to the Mid-West via airlines is limited since United Airlines monopolizes that areaI just have to be more mindful when traveling via United Airlines of the rules, policies and prejudice of its employeesI also have to remind myself that racism still existsRacism is still strong in Today America Revdex.com, Thank you for your time and consideration to this matter Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12185061, and find that this resolution is satisfactory to me Sincerely, Carrel [redacted]

Complaint: [redacted] I am rejecting this response because:I do not have an adequate reason for why the case remains openI require either a reason why there is a delay or a date when I or [redacted] will be compensated for the bag lost in United Airlines care Sincerely, [redacted]

Dear Mr [redacted] : I was very sorry to read that your experience traveling with United Airlines on January 1, 2015, did not meet your expectations, and offer my sincere apologies While we prefer to operate all flights as scheduled, problems do occur that will require a flight be delayed or even cancelled I am sorry however, that you were so inconvenienced As a gesture of goodwill, I am sending you an email with an electronic travel certificate for use on a future flight with United or United Express You should receive the email within to hours Thank you for choosing United Airlines You are a valued customer and your business is appreciated Sincerely, [redacted] Corporate Customer Care Case ID [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ July 14, Dear Mr [redacted] I'm responding to your correspondence addressed to the Revdex.com I'm sorry to hear of your disappointment regarding your lost bag as well as the response you received from our Baggage Service Center Our records show that our Baggage Service Center has contacted today regarding your baggage claimThey have offered both reimbursement for your lost items as well as an electronic travel certificate to cover any remaining costsShould you need any further information regarding this matter, please contact our Baggage Service Center for assistance Thank you for bringing your concerns to our attentionWe look forward to seeing you on a future United Airlines flight Regards, Mary [redacted] Corporate Customer Care Case ID [redacted] Revdex.com Case [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have agreed on a settlementI am appreciative to United for the quick response

Dear Ms [redacted] Your letter to the Revdex.com was forwarded to us and I am glad to respond on United's behalfWe appreciate your concern and feedback on purchasing the travel agency ticket to fly on UnitedPlease be aware that travel agencies may set their own rules regarding refund policies, but please also know that United cannot refund a ticket purchased elsewhereCheck with the travel agency on using the same ticket within one year from the date of purchase, even for a totally different itinerary either international or domestic, as usually agency tickets may be reapplied that wayIf the new fare is higher and/or there are change fees, those would apply as wellThank you for this opportunity to respondWe hope to welcome you on board United very soon Regards, [redacted] Corporate Customer CareCase:[redacted]

Dear Mr [redacted] : We received your letter from the Revdex.com regarding your flight experience I am glad to receive your reply and appreciate having another opportunity to address your concerns and request I show that I previously responded to your initial letter from the Revdex.com Again I am sorry for your flight disruption and unpleasant experience when you traveled with us on January 7, As stated from my previous response, please reply with a copy of your hotel receipt for reimbursement consideration I look forward to your reply and the information needed to process your request Regards , James [redacted] Corporate Customer Care Case ID - [redacted]