United Airlines

After extensive review it has been determined that the passenger needs to dispute the charge with her bankOur Accounting department verified the debit card was denied twice by the bankI corresponded with Ms [redacted] and asked if we could call the bank togetherShe rejected my assistance and advised that she would reject the charge with her bankI am willing to assist Ms [redacted] if we can all the bank together and discuss the reason the Debit Card has not gone throughShe advised me that she does not want to go down that road and is busy travelingMy offer is still available to assist her with the help of her bankSincerely, Patricia [redacted] Corporate Customer Care Manager

Dear Miss [redacted] :I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear about what took place at the airport on July 23, 2017, and for the bag fees that were collected Although they were valid charges, as a one-time exception I have requested a refund for those three bag fees Please allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour reference number are [redacted] , [redacted] and [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 being a MileagePlus member with us and have a nice day.Regards, Susan [redacted] Corporate Customer CareCase: [redacted]

Dear Mr***:Thank you for contacting us on behalf of MrWen [redacted] and MrSu [redacted] about their upcoming return travel from Newark to ShanghaiI am sorry they were not aware that their ticket had a maximim stay of monthsAs they arrived in the United States on July 31, 2015, and want to return on July 15, 2016, they did stay beyond the maximum stay of months, and therefore they will be charged a change fee as well as a fare difference to allow return travel beyond the monthsAllow me to explain that a service charge applies for changing the time or date of travel for restricted non-refundable ticketsService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seats.Tickets are often reissued for a service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference in fare if the original fare purchased is no longer availableOur published terms and conditions are designed to balance the needs of customers with the business needs of our companyWe sell several types of tickets with varying levels of restrictions.Our records show that the passengers have already contacted our Reservation Center, and our agent did advise them of the additional fare collectionFurthermore, they had been advised that it is more economical for them to purchase a new one way ticket from Newark to ShanghaiI hope this information is helpful to youThank you for giving us an opportunity to address your concerns.Regards,Gisela ***Corporate Customer CareUnited case ID

Dear Mr [redacted] : We have taken care of your refund request Please allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedIf you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx As a way to say we're sorry, you were provided an Electronic Travel Certificate for both travelers, which should have arrived via email in a few daysWe hope this gives you a future opportunity to receive the service you deserve Thank you again for letting me handle this issue I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon Regards, Lisa [redacted] Corporate Customer CareCase# [redacted]

Tell us why hereDear Ms [redacted] :The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight delay you experienced on January 9, 2018, which caused you to miss your connecting flight to Memphis Our records reflect that the delay of Flight was the result of a late inbound arrival which was delayed due to air traffic congestionWe realize that flight delays and missed connecting flights do cause major inconveniences for our customers, and we certainly do not question the feelings of frustration that can develop as a result While the air traffic conditions posed a challenge for our operations on that day, we are truly sorry for any disruption this caused you And we appreciate your letting us know about the service you received when you arrived in Denver Your helpful feedback has been shared with our Airport Operations and Customer Service teamsWhile we cannot undo the circumstances you experienced, we would like to present you with an electronic travel certificate as a gesture of our concern which you will receive under separate cover Please allow at least hours for receipt of the travel certificate via email In the meantime, your patience is appreciated Thank you for your business, Ms [redacted] We look forward to continue serving your travel needs in Best wishes for a joyous and prosperous New Year.Sincerely,Suzanne ***Corporate Customer CareUnited Airlines Case [redacted]

Hello, We received this response from Mr [redacted] (below), and agreed to send two $coupons The coupons were sent by email to ***'s email address, with reference to case [redacted] We apologize for any misunderstanding in the terms of the credit card agreement for the benefit of the free checked bag and hope this tangible gesture reassures you of our commitment to our customers.Kind regards,Suzanne [redacted] Additional Comments from Consumer:United offered $coupon instead of refundThe coupon can not be used other than an airline ticketI am willing to accept $coupon insteadSincerely, [redacted] Tell us why here

I called the customer to get more information like PNR# to be able to apply resolution waiting on customer call back

Complaint: I am rejecting this response because: Sincerely, Gina [redacted]

Dear Ms***: I am responding to your correspondence addressed to the Revdex.com regarding your June travel from Paris.I'm so sorry you didn't have a comfortable flight returning home from your 25th wedding anniversary trip to Paris; it was never our intent for you to share a seat with another passenger I understand your disappointmentYou were expecting an enjoyable and relaxing experience and we didn't deliver that to youYour satisfaction is important to us and I apologize for the added difficulty you experienced with the vouchers the flight attendant issued Since transportation was taken, I'm unable to honor your refund request, but I'm sending both you and your husband an Electronic Travel Certificate The two travel certificates will arrive via email within a few days We appreciate your business and loyalty as a MileagePlus member and we hope your next trip with us will deliver the experience you deserve.Kindest Regards, Laura [redacted] Corporate Customer CareCase [redacted]

Complaint: I am rejecting this response because: Sincerely, Arash [redacted]

Complaint: [redacted] I am rejecting this response because: the issue was not addressed at allAmong other things, not only did I suffer a significant delay and damages that were entirely avoidable, the damage was caused knowingly and willfully Sincerely, [redacted] ***

Dear Mr [redacted] :We appreciate you contacting us through the Revdex.comI'm sorry to hear of the difficulties you experienced with your upcoming reservation to Maui on Hawaiian AirlinesTo remove some of your worries, I've authorized a change back to HAThe changes have been made to your reservation and seats for you and your family have been assigned as wellWe're listening more than ever and working hard to be your airline of choiceThis feedback helps us get thereOn behalf of our United family, we value your loyalty as a MileagePlus member and look forward to welcoming you aboard your next flight.Best Regards, Marleina [redacted] Corporate Customer Care, United AirlinesCase: [redacted]

Complaint: [redacted] I am rejecting this response because: We tried several times using your website to reject the change....in fact we rejected it at least times trying to figure out the process you required for this change Finally when given no other option we accepted the change to move the refund process along What you are telling me is you provide me no service and get to keep our money We canceled well in advance of our flight, have tried to negotiate to recoup a bit of the cost for a process that is clearly NOT consumer friendly If you would be so kind as to forward this up the chain of command I have not had this problem with any other major airline Thank you for your time,Adam [redacted] Sincerely, Adam [redacted]

Complaint: [redacted] I am rejecting this response because: The $fee is an unreasonable and abusive amount to re-instate miles I accumulated paying full price for all my airline tickets To think a major airline with a major budget is fighting me over 90,miles is hard to believe Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Dear Mr [redacted] I am responding to your complaint filed with the Revdex.com We are very sorry for the problems you experienced when trying to obtain a receipt for your overweight baggage fee I have asked our Ticketing Department to send you a copy via email and waive the service chargePlease allow hours for processing Mr [redacted] despite the negative experience, we hope to have your continued business and supportWe realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again Regards, [redacted] Corporate Customer Care Case: XXXXXXX

Dear Mr**:I am responding to your communication submitted to the Revdex.com.To clarify, claim forms for delayed or damaged bags are reviewed by our Baggage Resolution CenterAs previously communicated, claims forms are worked in the order in which they are received which usually takes 6-weeksOnce a claim has been reviewed and processed, customers are notified via email and/or U.SMail Mr**, I do understand your frustration, however, please be advised that Customer Care does not have the ability to override or circumvent the baggage claim processIf you have additional questions or concerns about your claim, we kindly ask that you contact the Baggage Resolution Center at 1-800-***- [redacted] or local (Houston)1-281-***- [redacted] and refer to your file number: [redacted] .Again, please accept my apology for your dissatisfaction on this occasion, as well as our appreciation for the time you have taken to bring it to our attentionAs a MileagePlus customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie ***Corporate Customer CareCase ID: [redacted] Tell us why here

Revdex.com: United Airlines contacted me via telephone Ms [redacted] was very understanding and is certainly an expert in her field of customer satisfaction, care and resolution Her proposed settlement and compensation for the error committed by the airline was kind and considerate, and it is appreciated by my wife and I Thank you Ms [redacted] for your time and concern in our matter 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, Peter [redacted]

August 26, Dear Ms [redacted] -***: The Revdex.com has forwarded your correspondence to our attention I apologize for any confusion surrounding the fares purchased for your daughters travelThe fares do have restrictions, which are clearly stated during purchase, as we understand this information is an important part of the decision making process I am very sorry you were not expecting this fee and understand your frustrationI am sure this was compounded when your daughters arrived to Dallas Fort Worth (DFW) and the checked bag did not arriveI am happy to see that you accepted a travel certificate from our Baggage Resolution Center for this bag delayAs a parent, I can certainly understand your worry while your daughter was without her medicationI have requested the baggage fee paid for the travel to DFW, this will be place back on the original form of paymentThe reference number for that is [redacted] Regrettably, I am not able to honor your request of refunds of the other charges, as service was providedIn apology, I have sent you an Electronic Travel Certificate that will arrive via separate email shortlyI do hope it can be used soon so that you or your family may have a more positive travel experience We appreciate your business and hope to have the continued privilege of serving your future travel needs Kind Regards, Judy [redacted] Corporate Customer Care Case [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 I have communicated with the company's representative and am satisfied with the resolution agreed uponThank you Sincerely, [redacted] ***

Dear Mr [redacted] : The MileagePlus service center has advised you will see the miles in your account in hoursThank you for flying the friendly skiesRegards, [redacted] ***Corporate Customer Care [redacted]