United Airlines

Complaint: [redacted] I am rejecting this response because:They didn't resolve my problem Sincerely, Xueping ***

Dear Mr***: I am responding to your follcorrespondence filled with the Revdex.com regarding your January 8, travel from New Delhi, IndiaI regret you're disappointed with our compensation offeringAs for the compensation, it's considered a goodwill gesture and was significantly elevated above our customer appreciation offer of a $Electronic Travel Certificate or 10,bonus miles While we won't be able to honor your request for a debit/credit card or gift card for the $your feedback will help us evaluate our guidelines We appreciate your business and look forward to offering you a better experience on your next United flight.Kindest Regards, Laura [redacted] Corporate Customer CareCase [redacted]

Complaint: [redacted] I am rejecting this response because: I appreciate the response, however I don't feel as though this is resolving my issue because you don't have enough information to further research the complaintIf you need more information please let me know the details you need and I can provide them to youMy reservation number [redacted] I recently discovered that the reason United couldn't book my flight for the given price is because they waited too long to send the confirmation to Air Canada who then had to auto-cancel the reservation as they never heard back from UnitedThis is the reason my airfare went up $I would like United to pay the different between the price I was quoted on my reservation (attached) and the price I ultimately had to pay for a ticket ($1200) Sincerely, [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, Tiffany ***

January 29, I am responding to a correspondence received from the Revdex.comWe are sorry for the inconvenience you experienced on your United Airlines flight on December 29, from Chicago, IL (O’Hare) to Cali, ColombiaDirect customer feedback about our products and services is so important in helping us to improvePlease know our goal is to operate every flight on schedule, every dayUnfortunately, 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 or canceledWhen this occurs, we want to minimize the impact to you as much as possible and keep you informedWe are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practicesAlso, we are doing a number of things to improve customer service and make our processes more efficient, including investing in comprehensive training initiatives for frontline employeesTo ensure our customers have a first-rate experience when flying United, we must make sure that we communicate effectivelyWe realize there is opportunity for enhancement in this areaThis year we are putting in place a number of tools and procedures that will substantively address these goals -- this is all a continuous fine-tuning processWe are consistently aligning service standards of professional women and men around our company I understand that you arrived in Cali, Colombia on our Star Alliance Partner Avianca and your baggage did not arrive with youYou filed a Property Irregularity Report with Avianca and you waited days for your bag to be deliveredWhen other airlines are included in your travel arrangements, the final carrier is responsible to respond to issues involving luggageAs this is the industry-wide standard I am truly sorry this happened, and I understand your frustrationThis occurred despite our quality control standards to assure baggage reaches its intended destination on timeI’ve shared your travel experience with our airport operations team in Chicago, IL (O’Hare) and our Star Alliance partner Avianca, as we work to improve baggage procedures Thank you for letting us know about the expenses you incurred due to the temporary loss of your propertyWe sincerely apologize for the inconvenience this caused youWe are continually working to improve our service and minimize baggage mishandlingSituations such as this are no more acceptable to us than they are to our customers, and I can assure you that your experience is not typical of the standards we maintain Our corporate offices are unable to handle baggage claimsSince, Avianca is a Star Alliance Partner; you can submit interim expenses to us at: http://United.com/claimform, our Baggage Resolution Center will handle the claimPlease include Avianca Property Irregularity Report number, itemized list of purchased items, value, and receiptsResolution of claims are taking anywhere between 10-weeks to be settledOur Baggage Resolution Center claims representative will correspond with you via U.SPostal ServiceAs a gesture of concern, I will send you a $electronic travel certificate that will arrive to your email address within business hoursIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust Thank you for allowing me the opportunity to apologize and register your complaint for future improvement Mr [redacted] as a MileagePlus member, we appreciate your business and supportWe look forward to welcoming you aboard a future United Airlines flightSincerely, Mrs [redacted] United Airlines Corporate Customer Care UAL: [redacted]

Dear [redacted] :I'm responding to a complaint forwarded to United from the Revdex.comWe are committed to providing excellent customer service and will make every effort to address your concerns To facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your request*Passenger name (s):*Frequent flyer number (if available):*Flight Number:*Flight Date:*Ticket Numbers:*Approximate Departure Time:*Origin:*Destination: [redacted] denotes required information to assist youWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, LeMarkus ***Corporate Customer CareCase: [redacted]

Dear Mr***:Thank you for taking my call today Again, I apologize for the poor travel experience that prompted you to contact the Revdex.com As promised, I have issued a $electronic travel certificate that will arrive in a separate email within hours I hope that you are able to use it and give us an opportunity to regain your trust and confidence.Mr***, your business and satisfaction are especially important to us We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again Happy holidays.Best regards, [redacted] *** [redacted] Corporate Customer Care [redacted] Case ID: [redacted]

Dear Mr [redacted] :The Revdex.com has forwarded your correspondence to my attention for response We appreciate this additional opportunity to address your concernsI want to express our sincerest apologies for the many inconveniences that you endured with the refund of your ticket I have escalated this situation to our Refunds Department for processing They have advised that your refund was processed on July 24, and apologize that a confirmation letter was not sent to you When tickets are refunded the refunded amount goes back to the original credit card or form of payment used Please know that even though the refund was processed on July 24, your bank or Credit Card Company could have a processing time period to clear the amount similar to clearing a check Also, I want to let you know that the $you paid for your baggage has been submitted for a refund and our Refunds Department is working to have that completed as soon as possibleWe apologize for the inconvenience and thank you for bringing this to our attention Your business and satisfaction does matter to us.Regards, Juan [redacted] Corporate Customer CareCase: [redacted]

Complaint: I am rejecting this response because: There is no way for me to know that you are evaluating this situationI'd like confirmation after the evaluation is completeIf you aren't able to do that then I will take other measures and will make sure to never waste my money with you all again Sincerely, Tafena [redacted]

Complaint: [redacted] I am rejecting this response because:While I did receive the refund, I reject the response in part due to my complaint also concerned the customer call center taking actions without consulting me as to my optionsAlso their total lack of caring as to the nature of my emergency Sincerely, Michael [redacted]

Dear Mr [redacted] :This is in response to your Revdex.com complaint # [redacted] I have looked into the [redacted] MileagePlus Explorer Card terms and conditions and you are correctIt read as follows:Priority BoardingThe primary Cardmember and companions on the same reservation will be invited to board United-operated flights prior to general boardingTo receive priority boarding, just add your MileagePlus number to your reservation and refer to your United boarding pass for your boarding group number.I apologize for the confusion and inconvenience and will be issuing you an Electronic Travel Certificate, which will arrive in a separate emailI also am very sorry for the shortcomings and inconsistency with our serviceWe appreciate your business and loyalty as a MileagePlus memberKind regards,Sarah ***Corporate Customer Care

Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against us Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines I apologize for any confusion with your tickets Please understand; however, the Terms and Conditions are included on each ticket we issue Nonetheless, I am sorry to learn you were not advised of change fees that are associated with your tickets as they must be non-refundable tickets That being said, we do understand that some circumstances are beyond customers’ control and that they may need to cancel their non-refundable ticket reservations at times As most tickets require a change fee for reissue, in some cases, such as with court orders, United may be able to refund the change fee upon receipt of proper documentation You will be required to pay the applicable change fee when you schedule the new dates (Please note, this must be done within one year of the date the tickets were issued)Once the change has been completed, you may submit your request to our refund department via united.com I have included the link below, from our website, for your convenience Please include the court order along with a brief letter of explanation https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx Mr***, we appreciate your business and hope for the opportunity to welcome you onboard again soon Regards, Nancy [redacted] Corporate Customer Care

Dear [redacted] ***: I am sorry you are disappointed with my response Please know however, your original flight from MEM-EWR, was delayed due to ATC ( Air Traffic Control)Please know ATC delays are not within Uniteds control, and as such amenities and compensation is not usually provided The compensation provided to you was strictly a goodwill gesture for the inconvenience United does not absorb costs incurred outside the ticketed United itinerary Please file a claim with your travel insurance provider, if applicable Again my apology for the inconvenience Regards; [redacted] Corporate Customer Care Case [redacted]

Dear Mr***:I'm sorry for the inconvenience you and your son, Zachary experienced.We realize communication is essential and based on your comments; clearly we could have done a better jobIn appreciation for your feedback, and as a gesture of goodwill, please enjoy the $ electronic travel certificate that will be emailed to you under separate cover within 3-business daysMr***, as a MileagePlus member your loyalty and support are greatly appreciated We look forward to serving you on your next United Airlines flight Thank you for flying the friendly skies Regards,Valerie [redacted] Corporate Customer CareCase [redacted]

Complaint: [redacted] I am rejecting this response because: We bought full first class faresWe were only able to choose lower fare seats as that is all they offered on this this particular segmentWe did not purchase a partial first class fare Sincerely, Jeanne And Raymond ***

Dear Ms***: Below is the information regarding the Electronic Travel Certificate that was issued on the customer appreciation site.Name: Elizabeth Marie ***Promo Code: [redacted] PIN: [redacted] Issue Date: 07/31/Expiration Date: 07/31/2018Value: $It only looks like you are the only one in your party that has visited the customer appreciation site to redeem the compensation that was offeredPlease ask MsRosalba [redacted] and MsKatelyn [redacted] to visit the customer appreciation site to claim their compensationIf you have any questions please do not hesitate to let me knowHave a great day! Best regards,Tonya [redacted] Corporate Customer CareCase ID: [redacted]

Dear Ms***: On behalf of United Airlines, I want to apologize for the inconvenience you experienced as a result of the delay of flight, ***Please understand that we do work hard to minimize flight problemsOur goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priorityFlight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a resultUnfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis 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 createdAll 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 providedWe 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 I apologize for the inconvenience you experienced when your luggage was boarded on a different flightPlease be assured that United adheres to all [redacted] (***) regulationsWe never want to separate customers from their luggageThere may be times when we need to send luggage on a different flight than the passenger due to operational or other unforeseeable circumstancesYour email clearly expresses your disappointment and I would like to extend a sincere apology for any negative impression that may have been createdWhile my reply is brief and not as detailed as I would like, please be assured that we do understand your concerns Unfortunately, we are unable to honor your request for a refund and I would like to explain whyOur records show the ticket was used; therefore, no refund is dueMs***, you are a valued MileagePlus member and we appreciate your businessIt is never our intent to inconvenience our passengersAs a goodwill gesture, I will send you electronic travel certificate to be used toward a future ticket on UnitedThe terms and conditions of the certificate will be sent from a different email address within 3-business days We look forward to welcoming you on board a future United Airlines flight Regards, Markeia [redacted] Corporate Customer Care Case ID [redacted]

Dear Mrs [redacted] :I'm responding to a complaint filed with the Revdex.com and forwarded to United AirlinesI appreciate you took time to share your thoughts about our services, fee and recent experienceYour constructive comments help us to improve our products and to gear them towards your needsWe'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with usIt's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice That said--I'm sorry you're disappointed in our feesAs 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 available 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 restrictionsOn behalf of our United family, we look forward to welcoming you aboard your next flightRegards, LeMarkus ***Corporate Customer CareCase: [redacted]

Dear Ms***:I am responding to your communication submitted with the Revdex.com.I'm sorry for the circumstances you have described about your recent travel experienceSo that we research your information and properly address your concerns, would you be so kind as to provide the following information:Ticket Numbers (digits beginning with 016):Frequent flyer number (if available):Flight Number:Flight Date: Confirmation number: Thank you Regards, Julie ***Corporate Customer Care Case ID: [redacted]

Dear [redacted] We are sorry for the inconvenience you experienced I apologize for the inconvenience you experienced when our published schedule changedI realize how frustrating this must have beenWe 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 inconveniences.I regret as this flight was changed due to a schedule change you are not entitled to involuntary denied boarding I understand you feel you were entitled to Denied Boarding CompensationDenied Boarding Compensation applies only when a passenger traveling domestically with a confirmed reservation and ticket arrives at the gate at least minutes prior to the scheduled departure time and is denied boardingSince you and your wife have not checked in for the flight then you are not entitled denied boarding therefore, Denied Boarding Compensation is not applicableGiven the circumstances you describe, your frustration is understoodI will include your comments in our monthly Customer Care report for internal reviewAs a goodwill gesture, I will issue an electronic travel certificate to use for future travel on United The terms and conditions of the certificate will be sent from a separate e-mail within to business days.We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] Corporate Customer Care [redacted]