United Airlines

Dear Mr [redacted] :Your correspondence with the Revdex.com has been forwarded to my attention for review.I was terribly sorry to learn of the baggage mishandling that you report I'm sorry it has taken so long to get your baggage returned to you and sorry to learn of the time involved in submitting a claim form for reimbursement of interim expenses Our Central Baggage Resolution folks have advised me that they have received your claim forms and have assigned it to agent Rodriguez, who will be in touch with you shortly As a way of saying I'm sorry I am sending you a $electronic travel certificate which will arrive in a separate email within the next few days Mr [redacted] , your business and satisfaction are especially important to usWe recognize you have a choice of airlines we hope you will continue to allow us future opportunities to welcome you onboard and provide you with the service you expect from United Airlines and our United Express partners Best regards, Mary [redacted] Corporate Customer CareCase ID [redacted]

Dear Mr [redacted] : Your complaint has been received from the Revdex.com on your behalfI appreciate this opportunity to respond Please accept our sincere apologies for the damages done to your checked bag when you traveled with us on Feb14, I'm sorry for the incident and the inconvenience that you endured It is our practice to reimburse our customer for the cleaning/repair expenses when incidents of this nature occurIn order to reimburse you, we will need the receipt of purchase for the damaged clothing, along with the item for review and evaluationOnce the report from the Inflight staff is received, we evaluate our options for reimbursement In the interest of time and expediency, and in lieu of reimbursement, I would like to offer you a $Electronic Travel Certificate that can be used towards the purchase of a future ticket on any flights operated by United Airlines and United ExpressThe details will be sent to you via a separate email within business daysThe terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useThis includes the $travel certificate you were promised by our Baggage Services agentUsing that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you expect We appreciate your business, and look forward to welcoming you on board a future United Airlines flight Regards, MsAvi [redacted] Corporate Customer Care Case [redacted]

Dear Mr***:Your correspondence with the Revdex.com has been forwarded to my attention for review Please accept my apologies for the delay in crediting your Mileage Plus account with the mileage credit for ticket # [redacted] Your account has been updated to reflect this travel You may view your account at www.united.com If you have any other questions or concerns you may contact us at 1-800-UNITEDAgents are available to assist you hours a day, days a week.I am also depositing 1,goodwill miles into your Mileage Plus account as a gesture of our concern Please allow 7-days for the miles to post I hope you are able to use them and give us an opportunity to provide the service you expect and deserve from United Airlines.Mr***, we truly appreciate your loyalty and look forward to continuing our important business relationship.Best regards, Mary Beth [redacted] Corporate Customer CareRevdex.com 10930935Case ID: 9667208Tell us why here

Dear Ms***: I'm sorry you were dissatisfied with our goodwill offering that did not allow you to use your compensation for a new ticket Once again, please know I apologize for any inconvenience you experienced during your flightI've taken your initial feedback and forwarded it on for review, so we can continue to improveWhile I'm not able to increase the compensation, I'll combine the travel certificates as a goodwill gesture in the amount of $and void the two travel certificates for $eachPlease know we'll continue to work on streamlining our operations, and hope to be your airline of choice Ms***, as a MileagePlus member you make a significant contribution to our airline, and we greatly appreciate your businessOn behalf of our United family, we look forward to welcoming you aboard your next flightRegards, Lisa [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, Michael ***

Complaint: [redacted] I am rejecting this response because: I can do the same as you did and just do copy paste from previous emailsREAD IT, UNDERSTAND IT AND THE COME TO ME WITH A PROPER ANSWER, DON'T YOU DARE TO TAKE ME AS FOOL AGAIN From: [redacted] , [redacted] [mailto:Jose[redacted] [email protected]] Sent: Monday, August 21, 1:PM To: [redacted] , Laurie Subject: RE: RE: DOT Complaint [redacted] - (JOSE [redacted] ) [redacted] ( [redacted] ) Importance: High If so, how can you explain my bag arrived with me, and by the time I got to customs my bag was not there, and no one was able to give me any information about it after being hours at the airport waiting for a response? As I stated in early emails, I was left at the Airport for hours trying to get a hold of my bag, which no one was able to provide me with any answer at allAs you mentioned below, the fellow [redacted] Agent did the search of my bag alongside with me and we were not able to find it anywhere that’s where he suggested me to fill out the A-form and that he will help me pass it on to United people BECAUSE THERE WAS NO ONE AT THEIR WORK STATION! And I was not able to talk to any United agent until having the Airport Authorities involved and having them paged for like or times (I can’t recall how many times they were paged with no answer), but it wasn’t until the next United flight arrived that they appeared when being called as “Urgently to show at the information kiosk” (refer to my attached email)Ask this question to yourself, who in this world would leave customs without their bag, their only bag? I have witnesses, and they’re more than willing to provide information of how desperate I was for not having any single answer since my arrival I did called the 1-number you have in your webpage, and this man on the other side of the phone told me that your system was saying that my bag was at customs, and whenever I tried to talk to someone from customs, they told me they’ll meet me at the 3rd floor at the United baggage area, after minutes no one showed and that’s when I reached out to the airport security personnel, and they were so kind to call the Airport Authorities to have them involved as wellAnd magically, after having the Airport Authorities involved United personnel appeared along with my bag until 1:am! I don’t know what you’re going to do with this information, but for sure you will have to do something to compensate for my hours looking for my bag and not being able to talk to someone from UnitedYou were not there to experience all these in person but I did, and let me tell you this, I sincerely don’t wish you to go through itSo please be so kind to have this properly addressed AND THIS WAS YOUR RESPONSE: From: [redacted] , Laurie [mailto:laurie[redacted] @united.com] Sent: Monday, August 21, 2:PM To: [redacted] , [redacted] Subject: RE: RE: DOT Complaint [redacted] - (JOSE [redacted] ) [redacted] ( [redacted] ) Sir, I am not sure what happened the day you traveled but there is an On Hand File in the system for youThat file reference number is [redacted] This file is created when the passenger does not pick up his bag, either in error or the passenger just forgot to pick up his bag, etcThis way if the passenger should call looking for his bag we will be able to direct the passenger to his bagSince you were with the [redacted] agents the United agents probably thought you left the airport without claiming your luggage and created the fileThe file is heavy documented advising what happened the night you traveled I am very sorry for all the inconveniences you have encountered because of this but we are unable to compensate you for a bag that arrived on the same flight as youRegards, Laurie

Mrs [redacted] case was submitted to claims department for a second reviewThe claims analyst spoke with passengerShe advised Mrs [redacted] that we will re-issue check for $plus send compensation in the form of a Travel Certificate for $xfor a total of $Mrs [redacted] agreed to amount of check and compensation

Complaint: [redacted] I am rejecting this response because: we have yet to receive the refunds for the ticketsWe spoke to the credit card company who said there is nothing pending to be deposited into any of our accounts.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: there were of us traveling, myself and my husband, paul [redacted] if we both get this consideration, than we acceptthank you Sincerely, Robin [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11691858, and find that this resolution is satisfactory to me Sincerely, Jeffrey [redacted] l

Dear Mr [redacted] : I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear about your sister, and that you did not receive the service you expected or deserved over the phone from us As a one-time exception I have refunded the ticket and the credit should be posted to the credit card used within ten business days.Our United Refunds team will send you an update when your request has been finalizedYour reference number is [redacted] If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxThank you for your patience on this matter and my thoughts go out to you and your family during this difficult timeRegards, Susan ***Corporate Customer CareCase: [redacted]

Dear Ms [redacted] : We appreciate you contacting United Customer Care through the Revdex.comWe regret to hear your disappointment with our change fee policy for unplanned eventsWe acknowledge that certain illnesses and accidents can force travel plans to change and we want to accommodate our guests as best we can in those situations During situations such as this, we may only be able to refund the ticket with a doctors note stating that you are unable to travel for the validity of the ticket (year from date of issue)If you were temporarily unable to travel, you may reschedue your travel date and pay the applicable service feeOnce paid, you may submit for a refund of the change fee with the doctors note online at united.com/refundsOur Reservations team will be happy to assist you further, and can be reached toll free at 8331.We appreciate your business and thank you for choosing United Airlines Regards, Marleina [redacted] Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because:the original flight I booked was $round trip, because of your negligence and the fact that you cancelled the ENTIRE trip without even confirming with me that that was my desire, I’m now paying more than $for the round tripThis is not okayYou certainly CAN reimburse me, you’re choosing not toYou put me in this position, because you cancelled an entire round trip flight without telling me without confirming with me and without my permission.As far as I’m concerned, I should be reimbursed for the full $I now have to pay, I should be upgraded AND I should be given the so-called voucher you say you’re going to give me.if you do not do the right thing and rectify this, I will go to the pressI am a PR professional, and I have no problem adding to the plethora of bad press you have if you don’t take this chance to fix YOUR mistake Sincerely, Samuel [redacted]

Complaint: [redacted] I am rejecting this response because:This is ludicrousThe 24hr period is a clearly predatory rule to prevent people claiming for stolen items from their bagIs there not even a gesture of goodwill you guys can make for the $1000's of dollars of lost items? Sincerely, [redacted]

Dear Mr***:I am responding to your complaint filed with the Revdex.com, reference number [redacted] I'm so sorry to read about your delayed baggage on your weekend trip to Belize I can only imagine how frustrating it must've been to find your belongings weren't promptly delivered upon your arrivalWe work very hard to unload baggage and make it available as soon as possibleAt times, unexpected issues make this difficultWhile this doesn’t excuse the delay, I apologize for any inconvenienceWe'll continue to streamline our operationsYour feedback helps us focus on these areas As a way to say we're sorry, I am sending you and your wife each an Electronic Travel Certificate, which will arrive in a separate email within a few daysI hope you will use them towards the purchase of a future trip and allow us the opportunity to deliver the service you expect and deserve Thank you for choosing United for your travelWe look forward to a future opportunity to give you a more positive travel experienceKind regards, Sarah ***Corporate Customer CareCase [redacted]

Dear Mr [redacted] ***,Your email addressed to the Department of Transportation regarding your experience with United on 11/17/has been forwarded to my attention for review and resolution.First and foremost I would like to apologize on behalf of United for the inconvenience and disservice you received We strive very hard to provide all of our customers and their belongings with safe and reliable travel, and commit to resolving an issue as quickly as possible when a service interruption does occur.In reviewing your luggage incident with United Airlines I find that you have been in contact with our claim department regarding your interim claimPlease Keep in contact with our claim department with any further questions about your interim claim.In addition as a small token of our apology I have authorized a travel certificate in the amount of $which you should receive via email within the next few business days.Again I do apologize for this matter and am confident we will provide the service you expect and deserve on your next United flight.Regards,Vince [redacted] United AirlinesBaggage Resolution CenterGrand Plaza DrHouston, TX

November 25, 2015Dear [redacted] We are responding to your complaint filed with the Better Business Bureau pertaining to your reservation for round-trip travel between Norfolk and Newark on our United Express partner, [redacted] Airlines Our records reflect that one of our Customer Care colleagues responded to your concerns and sent their response directly to your email address Additionally, we have reached out to our Customer Refund Services department regarding your refund request They have also responded to your refund inquiryWe are including a copy of their correspondences to you below so the Revdex.com may update their records with our attempt to resolve your concerns [redacted] we sincerely appreciate your business and look forward to welcoming you on board.Sincerely, [redacted] United Airlines Corporate Customer CareRef # [redacted] --- From Customer Care ---November 20, 2015Dear [redacted] I would like to address your Better Business Bureau complaint ID#: [redacted] I am sorry to hear that you will have to have dental surgery as of November 30, We understand travel plans change when serious illness befalls the traveler, traveling companion, or immediate family memberMost tickets require a change fee for reissue; however, in cases of serious illness, United Airlines 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 dates Once the change has been completed, you may submit your request to our refund department via united.comPlease 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, correct ticket number, flight information, and a brief letter of explanationWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] Corporate Customer Care Case# [redacted] ECR# [redacted] --- From Customer Refund Services ---November 14, 2015PASSENGER: [redacted] TICKET(S): [redacted] REQUEST ID: [redacted] Dear [redacted] Customer Refund Services has received your request for refund of the above referenced ticket.We are pleased to inform you that your request for a refund has been approved and was processed todayYou may verify the details of your refund by entering your 13-digit United ticket number, beginning with 016, and your last name or your 8-digit refund request number (see above), using the following link; https:// [redacted] /web/en-us/content/reservations/refunds/ [redacted] Thank you for choosing United AirlinesWe look forward to serving you again.Sincerely,Customer Refund Services [redacted] FAX: [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, though it is not satisfactory that I had to spend this much time and effort on something that could have been addressed in a single phone call I hope going forward that United will take more seriously that their customers' time is valuable too, and not require upwards of communications to address something so straightforward Sincerely, Amie ***

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Dear Ms[redacted] : I was so sorry to read about what happened Your email clearly expresses your disappointment in your flight experience on June 21, and I would like to extend a sincere apology for any negative impression that may have been created I understand the significance of providing quality service and how important it is to our customers and to the success of our companyAlthough we have worked diligently to improve the service we provide, it is clear from your comments that we still have some work to doThe service you described is certainly below our standards My apology cannot erase what happened, but I hope it helps to know we take your concerns very seriouslyWe are grateful for your businessIn recognition of our appreciation, I am sending you an electronic travel certificate that may be used toward your next purchaseYou will receive the certificate in a separate email, please allow hours for processingThe terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useThe certificate can be redeemed on united.comIncluded will be the PIN to be provided when the certificate is redeemed for use towards future travelThe ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinations 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 Regards, Ms [redacted] Corporate Customer Care Case XXXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) United Airlines provided an Electronic Travel Certificate has been issued to [redacted] valid towards the purchase of one electronic airline ticket, where eligible, on United up to $ Redemption information - Total Value: $ Original Ticket Number: XXXXXXXXXXXXXX

Dear Ms***: The Revdex.com has notified United Airlines that you have files a complaint against us regarding your travel experience on June 9, I'm sorry our minute delay of flight from Chicago, IL to Madison, WI disrupted your important plans on your birthday; this was definitely not the experience we wanted for you Since transportation was taken, I'm unable to honor your partial refund request, but I'm sending you, Joshua ***, Austin [redacted] and Jozef Dehaan Electronic Travel Certificates, which will arrive via email within a few daysI hope you'll use the certificates to give us another opportunity to provide the service you deserveWe recognize you needed to get your destination on timeI apologize we let you downUnited works hard to run an on-time airline; however, unforeseen events challenged us during your flightWe'll work harder to keep your business and loyalty I appreciate you chose United for your travel and on behalf of United, we're hopeful your next experience will be more positive Regards, Candance [redacted] Corporate Customer Care Case: [redacted]