United Airlines

Dear Mr***:
I'm sorry to read of the difficulty you and your wife encountered while attemping to use her *** *** credit card for her checked bags on her recent trip to and from Charleston, and extend my sincere apologies to both of you
I have authorized a refund of both
bag fees, back to the original form of payment The refund process takes seven to ten days to complete; however please note that it can take up to two billing cycles to be reflected on your credit card statement
While I am sorry that you were both so inconvenienced, I must decline your request for compensation
Thank you for choosing United Airlines and MileagePlus You and your wife are valued customers and your business is appreciated
Sincerely,
*** ***
Corporate Customer Care
Case ID ***

January 19, Dear Ms*** I am responding to a correspondence received from the Revdex.comWe are sorry for the inconvenience you and your husband, Mr*** *** *** experienced on your recent flight, UAfrom Houston, TX to Chicago, IL (O’Hare) ORD airport on
December 28, Direct customer feedback about our products and services is so important in helping us to improveYour letter conveys the disappointment you endured when you arrived at the airport and learned your flight was cancelled as a result of crew legalitiesI understand there were not any flights available until December 29, 2015, and you arrived to your destination much later than scheduledTo make matters worse, you said the airport staff was unsupportive When inclement weather strikes, flights are cancelled or diverted, and the runways become congested - similar to highway traffic jamsAir Traffic Control (ATC) orchestrates runway space to allow for maximum efficiencyThe process of returning to schedules can take hours and sometimes daysAt times, even after the weather has cleared, we are still trying to recoverOur goal is to provide on time departures whenever possible, however, your safety is always our foremost priority Our flight crews are scheduled to optimize the time they are legally allowed to fly in accordance with Federal Aviation Administration (FAA) regulationsMost crews are scheduled to fly more than one flight per dayIn the event a flight delay or cancellation prevents a crew from reaching their next scheduled flight, every effort is made to find a replacement crewIn the event a replacement crew is unavailable, the flight must be cancelled United Airlines strives to have the highest level of professionalism exemplified through our services and employeesBased on your comments, you encountered unhelpful employees and that type of behavior is unacceptableClear and straightforward information should have been provided in a courteous mannerI truly apologize that we did not meet your valid expectations for quality service during this trip Also, we 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 maintainWhen you arrive at your final destination airport with chedamage bag it is necessary for you to report the damage upon arrival with the United Airlines baggage office representative at your local airportIf you noticed the damage after leaving the airport then you would need to call the Baggage Resolution Center to report the damage within 24hours of arrivalRegrettably, our corporate offices are unable to handle claims for damage as we don’t have access to the damaged propertyOur Baggage Service staff is most equipped to assess the damage As the flight cancellation was beyond our direct control due to the weather, we generally do not provide compensationHowever, as a gesture of concern, I will send each of 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 Please accept my heartfelt and sincere apology for any inconvenience and disappointment this caused to you and your husband and for allowing me the opportunity to apologize and register your complaint for future improvement Mrs*** we at United wish you the best, and hope to someday regain your confidenceShould you give us another opportunity; we will work hard to provide the quality service you deserve Regards, Mrs*** *** Corporate Customer Care United Airlines UAL: ***
*** ***

Dear MsB***I am responding to the correspondence you forwarded to the Revdex.comI'm sorry you're disappointed in our fees on the ticket you purchased that was a flexible fareI 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 restrictions. As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Susan K**Corporate Customer CareCase: ***

Dear Mr***: I am responding to your correspondence addressed to the Revdex.com. I'm so sorry to read that your family's October travel didn't go as planned. I am sorry that James was ill and could not travel and that the seat assignments were different from what you
originally bookedI can understand how getting your choice for your family very important. It wasn't our intention to upset you with the changeI'll make sure to pass your feedback alongWhile we do our best to work with everyone's preferences, we're unable to guarantee seat assignments as our operation continually changes. Our employees are expected to provide exceptional customer service and remain professional at all timesFrom what I read, we have some work to doI apologize for your family's upsetting experienceThank you for taking the time to write; your honest feedback will be passed along to help us improve and reviewed with the employee.James has a year from the date of issuance (August 22, 2017) to apply his unused ticket credit to a new ticket. Since a change fee would apply I will authorize a replacement travel certificate for the full value of his ticket ($198.20). Since transportation was taken by Juli and Cyan, I'm unable to honor your refund request, but I'm sending an Electronic Travel Certificate for each of them, 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 deserve. We appreciate your business and longtime loyalty as a Premier Gold member and we're hopeful your family's next experience will be more positive.Kindest Regards, Laura ***Corporate Customer CareCase ***

Dear Ms***: I regret you're disappointed with my compensation offer. I'm unable to honor your request of refunding the new ticket purchasedI'll send you an additional Electronic Travel Certificate for the amount to cover the ticketYou can cancel that one, and rebook with the travel certificateYou'll receive a separate email within a few daysI hope this lets you know we appreciate you and your business. We're listening to our passengers more than ever and working hard to be your airline of choiceOn behalf of United, we look forward to welcoming you aboard your next flight.Regards,Markeia ***Corporate Customer CareCase ID ***

Dear Mr***:Thank you for providing this additional information and for taking the time to speak with me todayAs we discussed, I have made an exception to provide a $electronic travel certificate to conclude this matterYou will receive it in a separate email within a few days.We appreciate your business and look forward to serving you again soon.Regards,Dayna ***Corporate Customer CareCase ID: ***

Dear Mrs***: Thank you for sharing your concerns with us Like you, everyone at United was upset about the awful event that occurred on United Express Flight No one should ever be mistreated this wayThat does not reflect who we are or the values we aspire to, and we are
actively making changes to ensure it will never happen againWe are dedicated to making this right We are going to do a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcementWe’ll publicly communicate the results of our review by April 30th As for your upcoming reservations, we respectfully cannot offer a refundI'm sorry we're unable to meet your expectationsIf you need to make any changes to your ticket, they are subject to the ticket’s rulesYour ticket remains valid for one year from date of issue We're making changes to ensure this type of event does not happen againOn behalf of everyone at United, please know we will do better and we hopefully get to demonstrate that to you on a future flight Regards, Ms*** Corporate Customer Care Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11236507, and find that this resolution is satisfactory to me
My itinerary states I would be flying with United Express to Key West, FL. In addition, I'm assuming the United voucher will be for $
Sincerely,
Milene ***

Dear Mr***, I understand that you canceled your itinerary for October 25th travel to Puerto Vallarta due to Hurricane Patricia. From your comments, you were by advised by a United representative that you would be able to reschedule your travel up to one year from the purchase
date and the change fees would be waived. Notes in your reservation indicate that your travel agency was advised that due to the highly restricted tickets you purchased, we would be unable to waive the change fees. My apologies for the inconvenience and negative impression that may have been created Due to the possible error in advisement when you initially spoke to our representative, I would be happy to refund the change fees paid when your new reservation was booked. In order to do so, I will need the ticket numbers associated with the change feesPlease provide this in your reply to the Revdex.com We are looking forward to welcoming you and Ms*** onboard Kind regards, *** *** Corporate Customer Care Case ***

Dear Mr***: 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 (***, ***, ***, 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-***. 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, *** *** Corporate Customer Care Case ID - *** Tell us why here

Dear Mr***: I apologize you were held up in customs and immigration and missed your connecting flight United and United Express, customers arriving on international flights must proceed through the U.SCustoms and Border Protection facility at their first point of entry into
the United States If you are connecting to a domestic U.Sflight, you may claim your checked bags, proceed through Customs and Border Protection and, once you have exited the inspection area, recheck your bags for your connecting flights Since arriving late at the gate for your connecting flight was not your fault, I can understand why you asked about compensation. As a gesture of goodwill, I will be sending you an electronic travel certificate to be used for the purchase of a future ticket on UnitedThe terms and conditions of the certificate will be sent via e-mail under separate cover within 3-business days We appreciate your business and look forward to welcoming you on board a future United Airlines flight With kindest regards, *** *** Corporate Customer Care *** Tell us why here

Dear Ms***: I'm sorry you weren't satisfied with my response. Again, we must respectfully decline your request for refunds as your tickets were used and have no remaining value My offering was a way of apologizing for what happenedIt's certainly not intended to add frustration to your experienceI hope you'll be able to use the compensation to give us another chance to show we appreciate youI'll include the additional comments to your fileWe're listening more than ever and working hard to be your airline of choiceThis feedback helps us get there We hope your next trip with United will deliver the experience you deserveRegards,Candance ***Corporate Customer CareCases: *** & ***

Dear Mr***, I am sorry to hear that you were unaware of our fees for unaccompanied minors. During the booking process on United.com if a child is selected with their associated age and the child is the only traveler, a screen will be displayed advising of the guidelines and
fees. We require Unaccompanied Minor Service for children ages to 15, traveling alone, as their safety is very important. In addition to helping create a seamless travel experience for children, this service supports the child in the event of a delay, flight diversion, or potential misconnect. During the flight we'll do all we can to make them feel as comfortable as possible. Airports also provide the parent/guardian an unpublished phone number at the time the child is delivered to United. I hope this information is helpful. While I must respectfully decline your request for a waiver of the fee, I would be happy to review the ticket for your daughter for a possible refund. In order to do so, I will need the United ticket number or date and flight numbers for her reservation.Your patronage is appreciated. Kind regards,*** ***Corporate Customer CareCase ***

Dear Ms***:The Revdex.com has forwarded your correspondence to my attention.I'd really like to help, but I'm missing some informationIf you could fill out the below areas I will have the information I need to address your concernsThis information is on your ticket receipt(the
ticket number associated with your food purchase will show on your credit statement; a digit number beginning with 016) •• Frequent flyer number (if available): • Flight number: • Flight date: • Ticket number associated with the food purchase: Thank you for your patience. Kind Regards, *** ***Corporate Customer CareCase ***

Initial Business Response /* (1000, 5, 2015/10/08) */
October 8,
Dear Ms***
We are sorry to hear of your complaint filed with the Revdex.com regarding your travel with us
In order to properly address your concerns, if we may respectfully request for you to please
provide us with your travel details such as; confirmation number, ticket number, flight numbers, travel dates and origin and destination cities
Ms***, your cooperation and understanding are very much appreciatedWe look forward to hearing from you at your earliest convenience with the information that is being requested
Sincerely,
***
United Airlines Corporate Customer Care
Ref # XXXXXXX

Dear Mr***: Your initial message asked for assistance with securing upgrades and or Economy Plus seats, and this type of request demands the attention of United Reservations. Customers can purchase a premium cabin upgrade at the time they book their ticket, at check-in, or via the mobile app or our website. Please understand that upgrades are subject to availability and based on several factors such as the market and the type of air fare purchased. If you are still interested in obtaining upgrades or Economy Plus seating, please be sure to call United Reservations to discuss your options Mr***, I am truly sorry for the difficulties you have experienced. Customer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offer I wanted to let you know that I have included your comments in a report to our Reservations management for their information and internal useThank you for your understandingSincerely, Suzanne *** UNITED AIRLINES Corporate Customer Care Case *** Tell us why here

Complaint: ***
I am rejecting this response because it is wholly inadequateIt does not address United's failure to inform in any way the countless parents of a policy change causing all of us to incur massive costs, ruined vacations and wasted time.
Sincerely,
Matthew ***

Dear Mr***:I'm responding to a complaint forwarded to us from the Revdex.com. I regret you're dissatisfied with our responseYou asked us to reexamine your request, and we have done soAll thingsconsidered, we do support our earlier decisionAfter further review, we again
found that United Airlines complied with all of the applicable regulations at the time of your wife's flight.I’m sorry you weren’t satisfied with my resolutionWhile I won’t be able to meet your compensation expectations, I thank you for giving me the chance to pass along your feedback. We truly regret any inconvenience your wife may have incurred while traveling with usIt is our sincere desire to move forward in ourbusiness relationship with you, and we realize that you have a choice of carriers Given the opportunity to welcome you aboard in the future, we are confident your next experience will warrant a much more favorablereport. Regards, LeMarkus ***Corporate Customer CareCase:

Dear Mr***:The Revdex.com has forwarded your communication to us for a response.I'm sorry to learn that your travel plans changed and that you were disappointed with United when our schedule from Washington-Dulles to Dallas Fort Worth changed by ten minutesI understand this
isn't how you wanted your trip to beginI'll pass along your feedback so we can continue working hard to be the airline of your choiceMr***, please note that you purchased a non refundable, highly restricted and deeply discounted fareWhile it is not within our policy to refund tickets for a minutes schedule change, your ticket was already submitted for a refund by our support desk as an exception. Thank you again for writing to us.Regards, Maria ***Corporate Customer CareCase: ***Tell us why here

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns. The terms and conditions of the United MileagePlus Explorer credit card do stipulate that the
primary cardmember and one companion traveling on the same reservation will each receive their first standard checked bag free ($value for the first checked bag, each way, per person) on United-operated flights when purchasing tickets with their United MileagePlus Explorer Card. This information is detailed on both United’s and ***’s websites. For more details about the rules of the United MileagePlus Explorer credit card, we encourage you to visit ***'s website. We have provided the URLs for your convenience: https://www.***.com/online/Credit-Cards/united_explorer-travel-new.htm. Or https://www.united.com/web/en-US/content/travel/baggage/***bag.aspx Thank you for your participation in United's MileagePlus program, Mr***. Sincerely, Suzanne *** Corporate Customer Care United Airlines Case ID