United Airlines

Dear Mr***:You may contact me if you need any additional responses from United Airlines Corporate Customer Care. My phone number is 281-455-3986. I am available Monday - Friday 6:AM - 2:PM (CST). If you would like , please email your documentation and I will review it at Sheila.***@united.com.As I have stated in my previous response, the certificate that I am showing that were issued where done so at the time of your rebooking. I have all documentation including certificates and ticket numbers. If there is any additional information/documentation that you have please provide that to me so I am able to review.From what I have with the documentation for each reservation, United Airlines has responded to you with accurate information.Regards,Sheila ***Corporate Customer Care

Dear Mr***: The separation of a reservations record is an automated process. The process is automatically completed by United’s reservations system, and this is what transpired in your case. In order to secure an upgrade, our reservations system requires that the traveler be in a single-name reservations record. If you choose to book reservations with multiple travelers in the reservations record and request an upgrade for yourself, the system will automatically divide the reservations record to complete the upgrade automation process. If you should have further questions or concerns in the future about booking a reservation with multiple travelers and upgrade requests, please do not hesitate to contact Premier 1K United Reservations at 1-800-756-Thank you for your timeSincerely,Suzanne *** Corporate Customer Care United Airlines Case ID ***

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns. I am sorry to learn about the difficulties you experienced with booking reservations through *** O Air. To
reduce any inconvenience in the future, we encourage you to double-check the reservation, travel dates and name on your ticket confirmation as soon as you receive it and if there are errors, to immediately contact the booking source. I hope this information is helpful when booking future travelI realize you already contacted *** O Air and were not satisfied with the handling of this situation. If you wish to pursue this matter, you will need to follow up directly with *** O Air as *** O Air is the booking source and issued the ticket, not United AirlinesThank you for your understandingSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID ***

Dear Dr***: I am responding to the correspondence you forwarded to the Revdex.comIt wasn't our intention to upset you with the change on May 12, I'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 changesWe're listening to our passengers more than ever and will continue to work hard to be your airline of choice. I hope your next trip goes smootherOnce again, I'm sorry for any confusion with your seats. As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysOn behalf of United, we look forward to welcoming you aboard soon.Regards, Susan KayCorporate Customer CareCase: ***

Complaint:
I am rejecting this response because: This os not wear and tear, they completely took off a wheel from the luggageI did receive an email to which I replied below: Thank you but we do not fly UnitedHis work does but we only like to fly southwestYou can send us a check though and we can consider this matter resolved. However, the email bounced back.
Sincerely,
Anna ***

Dear Mr***: We appreciate you contacting United Customer Care through the Better Business BereauI'm sorry you were caught off-guard after being charged an unexpected bag fee during check-in. I can only imagine how disappointing this was since you weren't planning to pay this
chargeYour honest feedback is appreciated and we'll work on providing better communicationWhile the bag fee is a valid charge, we are unable to honor your request for a refundAs an exception, let me send each of you a $Electronic Travel Certificate for use towards new flights with us to off-set the expense, so you can enjoy the service you deserve. You’ll receive a separate email within a few daysWhen traveling domestically, you're subject to the appropriate bag feesI apologize if there was any confusion when we exchanged your ticket suddenly and for not meeting your expectationsI'm pleased to see that we waived the applicable change fee's to change your ticket in light of your situation I appreciate you chose United for your travel and on behalf of United, we look forward to welcoming you aboard your next flight.Kind Regards, *** ***Corporate Customer Care - United AirlinesCase: ***

Dear Ms***: I am sorry you have been on the receiving end of less than optimal service and accurate informationWe received your inquiry via the Revdex.com and appreciate you giving us the opportunity to make this right for you. Per your request, we have redeposited the
miles. Additionally, as a courtesy, I have authorized a refund of the $change fee you paid for when you made the change. Please allow up to one billing cycle for the fee to reflect back to your credit card As a MileagePlus member, we hold your loyalty in high regardThank you for making us aware of the situation and for the opportunity to assist youI hope that our next opportunity to serve you will earn a more favorable review Wishing you a Happy New Year, Suzanne MartinUnited AirlinesCorporate Customer CareCase ID ***

Dear Ms***: Thank you for contacting United Customer Care again through the Revdex.com. We are sorry you were dissatisfied with our response and goodwill gesture provided on April 1, 2016. We have reviewed your request and support our colleague's original correspondence
While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated. Our gesture was meant to address this issue uniformly and fairly for all our passengers. While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel. We hope you accept it in the spirit in which it was given and that we can move on in our business relationshipWe thank you for your patience, business and loyalty. We’re always glad to hear from our valued customers and MileagePlus members and thank you for choosing UnitedRegards, Mae *** Corporate Customer Care Case ID ***

April 7, 2017Dear Ms***:The Revdex.com has sent your correspondence to our attentionI apologize for any confusion and hope I can clarify United's ticketing procedures When purchasing a ticket, your itinerary is confirmed once the reservation is ticketedThat's when you get
a confirmation number and we send your receipt, which includes important details about your trip During the first hours, you have the opportunity to review the information and contact us for any necessary changesIf a ticket wasn't issued as you had expected, as long as you have purchased your tickets through united.com or United Reservations, you may be eligible for a waiver of changes/fees, or a refund, under our 24-hour flexible policyWe want to be sure your purchase is correctIf you have other questions, please don't hesitate to contact our reservations specialists for assistance I'm very pleased you chose us for your travel, and on behalf of United, we look forward to welcoming you aboard your next flight Kind Regards, Judith ***Corporate Customer CareCase ***

Dear Mr***:Please accept our sincerest apologies for your family's frustrating travel experience and the inconveniences that you have expressedUnited's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time serviceWe are truly sorry we did not
live up to that expectation.Your request for reimbursement is appreciated.If a flight irregularity prevents you from reaching your destination, our agents will help to rebook you on the next available flightSometimes this involves a longer wait than expected, and we can appreciate customers deciding to make their own arrangements; however, United does not provide reimbursement for the additional expenseFurther, we do not provide compensation for flight cancellations or delays due to circumstances beyond our control; since the diversion and cancellation of flight on July was due to Weather and Air Traffic Control, we must respectfully deny your request for reimbursement.However, we do realize the inconveniences you and your family experienced; Electronic Travel Certificates will be sent to you in a separate email as gestures of our concernPlease allow up to business days for processing.Further, I have submitted requests for fare adjustments to the Refunds department for their review and considerationThey will contact you directlyIf you wish to check on the progress of these requests they can be contacted at: (800) 932-2732, option for Refunds, please refer to request numbers: 20926387, 20926388, 20926389, and 20926390.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support. We look forward to serving you again soon.Regards, James *** Corporate Customer CareCase:

Complaint:
I am rejecting this response because: Again, United Airlines is not comprehending the situationI am not nor have I ever mentioned a refund or a change in a reservationI will attempt to simplify this and explain it a different wayWhen reviewing my bank account, I noticed that there were some funds that were not available in my accountI contacted my bank regarding this discrepancy, and they told me that UNITED AIRLINES had put a HOLD on my account for approximately $550, which meant that I could not access that money because, according to UNITED AIRLINES, I owed them that money for some reasonI then contacted United Airlines, whose customer service agent confirmed that I did not owe United Airlines any moneyI requested that United Airlines fax the necessary information to my bank confirming that I did not owe them any money, and that request was refusedI asked to speak to a supervisor, and that request was refusedSo no, I am NOT requesting a refundI am requesting that UNITED AIRLINES submit a statement to my bank CONFIRMING THAT I DO NOT OWE THEM ANY MONEY AND THAT ANY FUNDS BEING HELD ON BEHALF OF UNITED AIRLINES BE RELEASED, or TAKEN OFF HOLD
Sincerely,
Carolyn ***

July 1, Dear Mrs***: The Revdex.com has forwarded your concern to our attention I am very sorry for the flight experience you describeI do see my colleague offered an apology and deposited bonus miles into your MileagePlus accountRegrettably, we aren’t
able to honor your request of 15,bonus miles We never expect you to share your seat with another passenger, and I thank you for your very kind feedback you have sent to usI understand this is a difficult situation and see you have done your best to be courteous in your description of the situationI would like to make this up to you, so in addition to the miles that were placed in your account, I have sent an Electronic Travel CertificateAlthough we can’t offer a refund, as travel was completed, the certificate is comparable to the ticket value and it will arrive via separate email within a few daysThank you for your patience and understanding We appreciate your business as a MileagePlus member and look forward to the privilege of serving your future travel needs Kind Regards, Judy *** Corporate Customer Care Case ***

Dear Mr. ***: We received your email from the Revdex.com regarding your experience with us and your ticket discrepancy involving you and Ms. ***. I am very sorry to learn of your unpleasant experience and your disappointment in our ticket
policy. We understand that communication is essential, and sharing up-to-date information can help ease disappointmentPlease be assured, it is never our intention to deliberately cause you distress of any kind 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 ticket are exchanged, there is $USD service change; however, depending on the available inventory when the ticket is reissued, 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 increasesTo avoid future ticket discrepancies when exchanging e-ticket, we recommend that changes be done on the original confirmation number I have also reviewed your tickets (confirmation numbers) below. As an exception to our ticket policy, I have removed the “No-Value / No-show” status on the tickets and have requested a refund for all “Unused / Partially-Used” tickets. In addition, I have also requested a refund on your “Revenue Change fee and Reservations Booking Fee”. The refund process generally takes about days for your account to reflect accordingly. Should you have any questions and/or additional concerns regarding your refund request, please let me know. I am also sending a copy of this email to the following email address: ***@gmail.com From there you will be in direct contact with me. I am glad to handle your concerns and request till to full closure Regards, James *** Corporate Customer Care United Airlines Case ID - *** *** Confirmation number: *** Name on ticket: ***/*** Ticket number: *** Original itinerary: UA1867T 14DECSEAIAH ***L 20DEC17 *** Ticket status: Refunded: $Refunded on September 23, Confirmation number: E700ME Name on ticket: MAXIMA *** Original Eticket: *** Issue date: July 6, Amount: $USD Original itinerary: *** 01SEP *** (ticket status: EXCHANGED on July 31, 2017) UA 04SEP SEAIAH (ticket status: EXCHANGED on July 31, 2017) Exchanged Eticket: *** Ticket exchanged on: July 31, *** 04SEP *** (current ticket status: USED) UA 14DEC SEAIAH (ticket status: No-Show) New Amount: $USD Fare difference: Revenue Change Fee: (exception) ** Current ticket status: Refund request for unused ticket (*** *** ***) Confirmation number: PN4H8N Name on ticket: MAXIMA *** Original Eticket: *** Issue date: September 12, Amount: $USD Original itinerary: *** 20DEC*** (ticket status: EXCHANGED on November 4, 2017) Exchanged Eticket: *** Ticket exchanged on: November 4, UA 16NOV *** (ticket status: No-Show) UA27NOV SEAIAH (ticket status: No-Show) Fare difference: $USD // (current status: Refund requested) Revenue Change Fee: $USD (E-doc number: ***) // (current status: Refund requested) Reservations booking fee: $(E-doc number: ***) // (current status: Refund requested)

Dear Mr***:I apologize for the disappointment you have expressed with our response and we regret that you continue to be unhappy with us.However, our records show you were contacted by phone by one of my colleagues from Executive Services on August 1st who had addressed and resolved your concerns to your satisfaction.Therefore, as your concerns were escalated and resolved, we are unable to comment further on this matter.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support. We look forward to serving you again soon.Regards, James *** Corporate Customer CareCase:

Revdex.com:

Dear Ms***:
To have your concern regarding your damaged bag addressed, please go to United.com > Travel Information > Baggage
Under this tab you will find a link to: Damaged, delayed, and lost bagsHere you will find the information you need to file a claim
Please be sure to have your flight information available for the form
My apology for any inconvenience
Regards,
*** ***
Corporate Customer Care
Case ***

Dear Ms***: In review of reservation, ***, one ticket is purchased by the travel certificate and the other is paid part with a credit card and part with a travel certificateWhen you made changes to the ticket the refund will be back to original form of payment so since payment was a
travel certificate this is the form you will get backI am sorry for any confusion I regret we are unable to refund you back in cash due to you paid with a travel certificate Thank you for flying the friendly skies Regards, *** *** Corporate Customer Care *** Tell us why here

Dear Mrs***:
I regret you're dissatisfied with our response
You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe certificate was not intended as compensation to compensate for your dissatisfactionIt was offered strictly as a goodwill gesture
1: I am rejecting this response because: As you state United is not responsible nor compensate for delays, I am sorry to hear this$electronic credit, for the flights to Las Vegas from Tampa was a nightmare alone
While *** did arrive late, this still allowed adequate time for you to connect with your scheduled flight of ***, which arrived on time The $electronic travel certificate was provided as a goodwill gesture for the delay
2:Connecting flight had to be rescheduled
At no time do I show the connecting flight to be rescheduledYou were able to travel on *** as ticketed
3:Our rental car due to the delay was lost and had to settle for another kind of car, our resort reservation VIP chewas closed and cause some conflictsYou arrived into LAS as ticketed on August 26,
As for the return travel, ***, LAS-IAH was delayed minutes, however, this did not affect your connection to ***, IAH-TPA, which arrived into TPA minutes behind scheduleHowever, as I previously stated, United does not provide compensation for delays of this duration
I hope you will accept the travel certificate in the spirit we intended.We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards;*** ***rCorporate Customer CareCase *** Tell us why here

Dear Ms***: I'm sorry if my response added to your frustration My intention was to apologize for what happened during your flight and try to make it better. I apologize this didn't happen in my first email In review your reservation with confirmation number ***, there was an even exchange of your tickets for travel on August instead in August No change fee or addtional fare was collectedThere is no return flight on this reservation Please provide any addtional information you may have regarding the addtional fare paid We do appreciate your business and welcome the opportunity to provide better service for you the next time you fly with United Regards, Jacqueline *** Corporate Customer Care Case: *** Tell us why here

Dear Mrs**: I am sorry you chose to cancel your upcoming travel with United AirlinesAs 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 rules
Your ticket remains valid for one year from date of issue Our records show your ticket was purchased March 13, therefore you must rebook your travel by March 13, As 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 fare isn't availableI apologize for any misunderstanding and I'll make sure to report your feedback We can never say we are sorry enough for what happened last month, but we also know meaningful actions will speak louder than wordsInformation on how we are going to do our best to ensure this situation never happens again can be found on hub.united.comPlease know that our intention is to live up to your expectationsOur recent announcement is merely a first step toward that directionI hope you'll give us another chance On behalf of everyone at United, please know we will do better and we hopefully get to demonstrate that to you on a future flightRegards, Cindy *** Corporate Customer Care ***