United Airlines

June 17, Dear Mr***: The Revdex.com has forwarded your correspondence to my attentionI am sorry for any confusion surrounding the terms and conditions surrounding the use of our travel certificatesRule states; This Travel Certificate is not transferable and may not be
sold, traded or barteredHowever, the original recipient of this Certificate may arrange travel for another person if done without selling or bartering this CertificateAny sale or barter of this Certificate, or any offer to sell or enter into such a transaction, shall render this Certificate null void such that this Certificate shall no longer be redeemable by any person, including the original recipientOur records do indicate the travel certificate now has no value as it has been voided due to violation of the terms and conditionsIt appears this concern has been handled by our Corporate Security departmentWhile I do understand your disappointment, we aren't able to honor your requestThank you for your understandingKind Regards, Judy *** Corporate Customer Care Case ***

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear about what took place when you travelled with us on September 18, and I understand your frustration. I also understand your disappointment that you incurred out of
pocket expenses during this stressful timeIn addition to the $travel certificate that my colleague issued you, I have also issued you a $certificate. The certificate will be emailed to you in a few daysI hope you will use the certificates on a future flight with us and give us anther opportunity to serve you better.Thank you for your patience on this matter and Happy New Year!Regards, Susan ***Corporate Customer CareCase: ***

Dear Mr**: I am sorry that our partner Air *** did not recognize your ticket. I understand your point of view and recognize you didn't receive the service you expected from our *** *** partner, and for that I apologize Whether you're trave**ng with one of our partners
or United, you should be able to count on a safe, on-time, and comfortable travel experienceI regret this didn't happenYour feedback is important and I've shared it with the proper management team to help make your future travel seamless and enjoyable Please accept the electronic travel certificate that was sent to your email, we hope you will accept it in the spirit it was intended as a gesture of goodwill. We appreciate your loyalty to United and our *** *** partners and we look forward to providing the travel experience you not only expect, but deserve, as a valued customer Regards, *** ***Corporate Customer Care***

Dear Prof*:I am sorry to hear of your complaint filed with the Revdex.com regarding the delay of you and your husband's flight from Munich to Newark. Our records show that one of my Customer Care colleagues, Ms***, recently responded to you on September 11, 2017,
regarding your claim for cash compensation under Regulation EC261/2004. Please accept my sincere apology for our delayed response. Considering Ms*** is appropriately addressing your concerns, please reply directly back to her regarding our offerings to you and your husband. Prof*, we truly value you and your husband's business and hope to have an opportunity to welcome you both on board in your future travels.Sincerely, Judy ***Corporate Customer CareUnited AirlinesRef # ***

Complaint: ***
I am rejecting this response because the rep from United who replied to this misunderstood the issue on this claimFrom United's response saying that people with disabilities are not except form baggage limitsExcuse us! but in no way we were trying to use her disability to pass extra luggageThat is what we are asking for here, that she should have been treated just like any other passenger who has a carryon, and checks her bags, that is allThe issue was being forced to check in a carryon bag that was with the correct size and weight of a carryon bag just because she was in a ""wheelchair"" per the agent at the counterHad she not been in a wheelchair, she could have taken her carryon per what we were explained and that is not fair! At the airport we are not able to do anything since the last thing we want is for United to call security or cause a sceneAnd since since the agent was rude we were very cautionsWhat we are hoping for is a refund to the credit card that was used on the transactionI paid for everything! A travel voucher for her might be worthless in her poor state of health as travel might not even be an optionCan we just receive a refund? Again, all we had was (1) carryon to take in flight and (2) luggage to be checked in, this should have been a $charge, not $210!!!! Hence requesting the $refund
Sincerely,
Yashira ***

Dear Ms***: We appreciate you contacting us through the Revdex.comI sincerely apologize for the confusion and miscommunication regarding the check in location for your flight in Los AngelesIt certainly wasn't our intent to mislead you and I'm very sorry. I'll make sure to
pass along this feedback so we can address the issueWe realize the information we provide helps you make important decisions related to your plansOur united.com website has a wealth of information and answers to many of your travel questionsIf there's ever anything you can't find or may just need a little extra help with, please don't hesitate to reach out to us - we're here for you.Although we're unable to reverse the baggage fees as they are valid charges, I will send you a $Electronic Travel Certificate for use towards the purchase of a future United flight to help off-set the feeYou will receive a separate email within a few days. We do appreciate your feedback and welcome the opportunity to provide better service for you the next time you fly with United.Regards, Marleina ***Corporate Customer Care - United AirlinesCase: ***

Dear Mr***:I am responding to your communication filed with the Revdex.com.Please accept our apologies for the delay in responding to your previous queryPlease know that our Customer Care department is working as quickly as possible to address concerns from our customers.As a
friendly reminder, non-refundable tickets are valid one year from the date of issueIn researching your information, our records indicate that your ticket (***) was issued on 11/28/2015; it expired on 11/28/I'm sorry you were unable to redeem your ticket within it's validity While we are unable to refund, reinstate or reissue expired tickets, as a an exception we will issue a travel certificate for half the original valueThe electronic voucher in the amount of $will be delivered separately via email within the next business days and can be redeemed by the person(s) of your choosing on any United/United Express operated flight We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Best Regards,*** ***Corporate Customer CareCase ID:***

April 7, 2016Dear Ms***:We are sorry to hear of your complaint filed with the Revdex.com regarding your unpleasant December travel experience.You mentioned you encountered a flight cancellation, flight delays, a missed connecting flight and poor overall customer service.
Please accept our sincere apology for all you have endured. Our responsibility in Customer Care is to apologize for any disservice that took place, document your concerns and try to resolve your issues based on our company policies and guidelines. When appropriate we may offer a tangible expression of goodwill in the form of MileagePlus miles or an electronic travel certificate. Our records reflect that our Customer Care colleague Mr*** responded to your concerns and provided you with $*** electronic travel certificate. Considering this was unacceptable to you, he revisited your concerns and authorized to issue a second $*** electronic travel certificate. We are sorry for your dissatisfaction with the terms and conditions of a United electronic travel certificate which notes that only one electronic travel certificate may be applied towards a new ticket purchase. Constructive feedback and suggestions, whether positive or negative, is always encouraged as it helps us to consider future changes and improvements. Ms***, truly value your business. We hope you will find an opportunity to use both of your electronic travel certificates in your future travels. Sincerely, Judy *** United Airlines Corporate Customer CareRef # ***

Dear Mr***: I am unable to research your claim without a confirmation code, flight number and date of travel, or ticket numberPlease provide me with more informationThank you for your patience; I look forward to assisting you Kind regards, *** ***Corporate Customer
CareCase#***

Complaint:
I am rejecting this response because:The response has no detail as to why they will not honor the global upgradeIt simply says sorry, but no, which is no more information or explanation then what I get t when I called.
Sincerely,
Donna ***

Dear Mr***: Thank you for contacting United Customer Care through the Revdex.comWe are sorry to hear of your experience in Indianapolis when you arrived late for your flight to Las Vegas and elected to drivePlease be advised that ticket coupons must be used in the order they
were issuedAlso, customers must cancel their reservation or advise us of any alternate plans prior to the departure of their flightFailure to adhere to any of these ticketing rules will result in the ticket having no valueI understand that you elected to drive due to a limited amount of rebooking options, resulting in your ticket have no valueOur airport representative was following company policy when he/she advised your ticket was no longer validIn light of the circumstances, we have made an exception and processed a refund for both of the $change fee'sPlease allow 7-days for processing back to the original form of paymentPlease know that your business is important to usWe hope that you will give us a future opportunity to meet your travel needs Regards, Marleina ***Corporate Customer Care, United AirlinesCase ID:

Dear Ms***:Dear Ms***: The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines.Please accept my apology for being charged the
incorrect amount for your bag feesI will need the document number associated with the $charge for the bag fees that will start with on your credit card statement so that I can request the refund if it has not been processed.We appreciate your business.Regards,Lisa ***Corporate Customer CareCase#

Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your reservation under confirmation code J8F I apologize for any duplicate charges on your credit cards Our records indicate your reservation
is confirmed and ticketed for you and Luzeldy *** with a fare of CAD per person using a credit card account ending in *** with an expiration date of 05/ If you have another credit card with the same charges, I'll need some additional information to help me research this matterPlease respond to this message and provide the 13-digit ticket numbers beginning with You should see these on your statementOnce I get your reply, I'll look into it further and let you know what I find out I appreciate you chose United for your travel and will help resolve this for you Regards, Candance *** Corporate Customer Care United Airlines Case: ***

Dear Ms***:I am responding to the additional information you forwarded to the Revdex.comOn behalf of United Airlines I sincerely apologize for the inconvenience created by your luggage delay on April 04, We can imagine how frustrating this situation has been and regret that we have disappointed you For assistance with a reimbursement of the essential items you purchased during the bag delay, please submit the receipts, a copy of your airline ticket, boarding pass, and a signed copy of our Claim Form (link attached) to our claims department http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few days. Thank you for your patience on this matter and have a nice day. Regards, Susan ***Corporate Customer CareCase: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***: I thank you so much for giving me the oppertunity to talk to a human voice and giving me a chance to explain the situation., I thank you so much for taking care of this and it is such a relief to finally get it straightened outI will try to patiently wait for the refund to be credited back to my credit cardPlease thank all who were involved in thisI look forward to flying again with United sometime in the future should the ocassion ariseMy daughter also thanks you for getting it taken care of and she is a frequent flyer So she will continue using your service I'm sureSincerely, *** E ***

Dear Ms***: I am sorry to read your daughter is ill and you needed to get home quickly In these types of situations, please contact our reservations department for assistance in changing your reservations right awayOur reservations agents are ready to assist you with future
reservations: • U.S./Canada: 1-800-UNITED-(864-8331) • All others: https://www.united.com/web/en-US/content/contact/reservations For immediate issues such as your situation that you needed to return home, please do not email us to ask for help, just call the number in this email and our reservations staff is able to help you rather than you buying a new ticket and now requesting a refund Our process for illness is for our customer to change the ticket and pay the change fee then once they get home contact our refund department with the supporting documents and then we will refund the change fee to you Please in the future when you need immediate help call the reservations department; they are there to help you As a one-time gesture of goodwill, I will refund your return portion of your ticket to you I appreciate that you’re choosing United for your business and loyalty and we look forward to welcoming you aboard your next United flight Regards, *** *** Corporate Customer Care ***

Dear Mr***:I'm responding to a complaint forwarded to us from the Revdex.com.We value your feedback regarding our current policy for" Unaccompanied minors"From what you describe, we failed to meet your expectations for providing good servicePlease accept my sincere
apologies. Unaccompanied minors fees are not refundable. I'm very sorry for your expectation were not met. Our records indicates your child was arrived safe at the destination and was never met unattended in accordance with our policy and Contract of Carriage. We always look forward to welcoming our youngest passengers on board UnitedUnaccompanied minors are accepted on flights operated by United and United Express between ages 5- An unaccompanied minor fee will apply for children traveling on a non-stop flight that are between 5-years oldPlease visit united.com and select "Travel Information", "Special travel needs" and "Children traveling alone" for more informationYou are able to make travel arrangements on united.com or by contacting Reservations, toll free.As a gesture of concern, I will send you a 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. We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, *** ***Corporate Customer CareCase: *** Tell us why here

Initial Business Response /* (1000, 5, 2015/09/21) */
September 21,
Dear Mr.***
We are sorry you and your family encountered multiple flight delays when scheduled to travel from Milwaukee to San Antonio on United and our United Express partner, ExpressJet AirlinesWe are
committed to operating a reliable schedule with safety always being our primary concern however, daily operational challenges sometimes interfere with our schedulesTherefore, we are unable to absorb the cost of any expenses you may have incurred as a result of flight delays; such as ground transportation, parking or loss of wagesBut, if you purchased travel insurance we would be happy to provide you with a verification letter regarding your delayed flights
If a flight irregularity prevents you from traveling as scheduled, our agents will help to arrange alternate transportation for youSometimes this involves a longer wait than expected and we understand if you might prefer to choose an alternate airportConsidering you were rerouted to travel from Chicago to San Antonio, there may be a difference in fare due back to youIn turn, we have submitted a request to our Customer Refund Services department to recalculate your tickets to see if any refund is due
The case id for your refund requests are: XXXXXXXX, XXXXXXXX, XXXXXXXX and XXXXXXXX
We also submitted a request to refund your mother-in-law's checked baggage fee on September 13, Her case id for this refund request is: XXXXXXXX
To track the status of your refunds, please visit the following link for more information: http://www.united.com/web/en-us/content/reservations/refunds/refunds.aspx
Additionally, we regret your checked baggage was damagedIncidents of damaged luggage or contents should be reported to the airport Baggage Service Office immediately after the arrival of your flightAs our Baggage Service Center handles all baggage related claim issues we would need to respectfully refer you to our Baggage Services Center for appropriate handling of your claimYou may contact them directly at X-XXX-XXX-BAGS (X-XXX-XXX-XXXX)
Because we recognize your travel experience was negatively impacted, as a tangible gesture of our regret we will be issuing each of you a $electronic travel certificate for your use on a future United and/or United Express flightThe electronic travel certificate numbers along with the terms and conditions will be emailed to you under a separate coverPlease allow up to five business days for receipt
We appreciate you bringing your concerns to our attention since our customer's feedback about our products and services is very important in helping us improve our customer's overall travel experience
Mr***, we sincerely appreciate you and your family's businessWe hope you will not judge us based solely on this experience but will allow us an opportunity to welcome you on board again so we may provide you with the service you expect to receive when you travel with us
Sincerely,
*** ***
United Airlines Corporate Customer Care
Ref # XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from United Airlines as it pertains to the delayed service of the flight
I will be contacting their Baggage Service Center at the number provided and will follow the procedure they request for compensation on the destroyed Blackhawk duffel bagAs those bags are quite expensive I will follow up with the Revdex.com should they elect not to respond on that item
Thank you,
*** ***

Complaint: ***
I am rejecting this response because:I know that the Revdex.com will close this out but it should reflect a negative to the airlines ratingThe first flight was delayed more than an hour and closer to 11/The second flight we were told by the airline that we would be re bookedThey rebooted us for another airline and told us that the flight was delayed until and probably wouldn't run thenI have had flights with United within a yearAll have been problematic
Sincerely,
*** ***

Dear Ms***:I was very sorry to read that your experience traveling with United Airlines on December and 29, 2015, did not meet your expectations, and offer my sincere apologies to you and Ms***.I have researched your flights and found that United Express flight was cancelled on
December 23, 2015, due to air traffic control (ATC) issues, which are beyond the control of United Airlines The delay and cancellation you encountered with United flights from Newark Liberty to Houston, and then flight from Houston to Austin, were within the control of United Airlines.When a flight is delayed or cancelled due to ATC or weather issues, both of which are beyond our control, we do not provide amenities such as hotel or meal vouchers, reimburse out of pocket expenses or compensate We will protect passengers on our next available flight.In regards to the delay and cancellation you experienced on December 29, 2015, I have authorized a refund of the unused flight segment from Houston to Austin, back 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 Also, as a gesture of goodwill, I am sending you an email with electronic travel certificates for each of you, 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 and Ms*** are valued customers and your business is appreciated.Sincerely,Wendy ***Corporate Customer CareCase ID ***