United Airlines

Dear Mr [redacted] :I have retrieved your reservation and do see that your original one way flight was booked for May 15, Charleston to Washington Dulles connecting from Washington Dulles to Norfolk You made the change to reflect a round trip ticket traveling from Omaha to Chicago June 29, connecting Chicago to Norfolk, returning Charlotte to Chicago July 2, connecting Chicago to Omaha (which we know is incorrect and should have been Charleston) Normally when a passenger contacts United Airlines reservations and states that there is a problem with the ticket, there is documentation in the reservation There is no documentation at all that you had been booked from the wrong city and the agent advised you that in order to make the change, you would pay an add coll and change fee If we delete the return flight and leave your outbound flight as it, I certainly will waive the change fee for you and the refund would be as of today $ If we change the city from Charlotte to Charleston, then you would be paying an add coll I would waive the change fee as well.You can contact United Airlines reservations with your confirmation number to make the change that you prefer I have documented your reservation advising of the options that I have given you.United Airlines does appreciate your business.Regards, [redacted] Corporate Customer CareCase [redacted]

Dear Ms [redacted] :The Revdex.com has forwarded your correspondence to my attention for response We appreciate this additional opportunity to address your concernsI am sorry to hear about the situation your family is in and I hope that everything is okay It is fully understandable to why you want to cancel your ticket and I am sorry that our customer service agents haven't showed you the empathy that you should have received What I am going to do is honor your request for a certificate in the value of your ticket to allow you to travel at a different time Our certificates are electronic and you will receive it within business days via email Please let me know if you don't receive it.We apologize for the inconvenience and thank you for bringing this to our attention Your business and satisfaction does matter to us.Juan [redacted] Corporate Customer CareCase: [redacted]

Dear Ms [redacted] :I am responding to your follcomplaint filed with the Revdex.com.I have reviewed your ticketsOur Refunds Department processed refunds on February 7, You should have received an email from them advising you that both tickets have been processedPlease allow 7-business days for the credit to post to your accountYou may also view the refund details using the link below and enter the 13-digit ticket numbers ( [redacted] and [redacted] ):https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx I'm sorry this has taken so long to resolveAs a goodwill gesture, I will send you a $electronic travel certificateYou will receive it in a separate email within a few days.We look forward to serving you again soon.Regards,Dayna [redacted] Corporate Customer CareCase ID: [redacted]

March 14, Dear Mr [redacted] : The Revdex.com has forwarded your correspondence to our attentionI realize how disappointing it must've been to miss your connecting flight, and I'm very sorry your travel plans were interruptedVacation time is so important and I understand your disappointment in arriving almost hours later than scheduled Situations like this can be stressful and based on your comments it is clear we could have done a much better job in our explanation of the situationOur goal is to operate every flight as scheduledWhen that doesn’t happen, our system will try to automatically protect you on the next available flightOnce that happens, the original seats are releasedI am truly sorry we weren’t able to get you back on the original flight prior to it being closed outIn apology and as a gesture of goodwill, I have sent each of you an electronic travel certificateThey will arrive via separate email within a few days and I hope you will be able to use them soon and have a more positive experience Mr [redacted] , we appreciate your business as a MileagePlus member and hope to have the continued privilege of serving your future travel needs Sincerely, Judy [redacted] Corporate Customer Care Case

Dear Ms Moskvitina: I'm sorry you were disappointed with our employee's service I can only imagine how you feltThanks for bringing this matter to my attention, as your comments help identify training and focus areasWe want to be a reliable airline that's earned your respect The honest feedback helps us meet that goalOnce again, I apologize we let you down Our records indicate that an exception was made for you to be able to board the aircraft with two large carryon bags when the basic economy ticket you bought does not allow for any carryon baggageAlso we show you were late checking in for the flight and we put you in the economy plus section of the aircraft which is not allowed with your type of ticket In review of your ticket you had purchased a basic economy ticket which does not allow for a carryonOur gate agent was following the fare rules of the ticket that you purchased; I regret the application of the policy was not done with dignity and respect Here is a link to the type of ticket you purchased and the rules regarding baggage: https://www.united.com/web/en-US/content/travel/inflight/basic-economy.aspx Your business and loyalty is appreciatedI hope you will give us another chance to give you a more positive experience Regards, Mrs [redacted] Corporate [redacted] Tell us why here

Dear Mr***: I'm sorry you're disappointed about your denied refund requestI hope I can explain how the decision was made Your ticket carried restrictions, which included being non-refundableI'm sorry if there was any confusion when purchasing your ticket or reviewing the receiptGeneral rules that apply to all ticket include: using flights in order, canceling before departure and having a year from the issue date to use remaining portionsOnce again, I apologize and, if you need more information, just let me know I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve Regards, [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your request for a refund of the two Economy Plus seat purchases For your records, your refund request numbers are and 22656486, and United Refunds will process the two refunds to the original form of payment Please allow at least two billing cycles for the credits to appear on the credit card statement If you need to check on the status of these two refund inquiries, please follow up with United Refunds via www.united.com/refunds Thank you for your allowing me to provide assistance, Mr*** We look forward to continue serving your travel needs Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11608839, and find that this resolution is satisfactory to me Sincerely, Brian ***

Dear Ms***:I am responding to the correspondence you forwarded to the RevDex.com My thoughts go out to you and your family during this difficult time I am sorry to hear you were required to gate check your carbag on February 24,due to limited overhead bin space and I understand your frustration I also understand your disappointment that your bag was sent to your final destination on the ticket which you did not continue on I realize your bag was not sent back to you for several days and I am truly sorry you did not receive the help you expected or deserved during this stressful time.Unfortunately; I am unable to reimburse you for all of the out of pocket expenses you incurred while waiting for your bag However; as a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few days We hope you will use the certificate and give us another opportunity to serve you better on a future flight with us I hope you have a nice dayRegards, Susan ***Corporate Customer Care [redacted]

Dear Mr [redacted] : I am responding to your email that was forwarded from the Revdex.com I'm sorry you were disappointed with our employee's service I can only imagine how you feltThanks for bringing this matter to my attention, as your comments help identify training and focus areasWe want to be a reliable airline that's earned your respectThe honest feedback helps us meet that goalOnce again, I apologize we let you downI am unable to refund the ticket mentioned in your email, the date was changed and the ticket was used on January 24, Your business and loyalty is appreciatedI hope you will give us another chance to give you a more positive experience Regards,Mae [redacted] Corporate Customer Care Case ID [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Dear [redacted] We are committed to providing excellent customer service and will make every effort to address your concerns To facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your request Passenger [redacted] (s): Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers: Approximate Departure Time: Origin: Destination: We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Corporate Customer Care XXXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 meAlthough, United Airlines was under no requirement to reimburse us they did and we greatly appreciate it Sincerely, Craig ***

Complaint: I am rejecting this response because:It did not address the resolution nor the crux of my complaintPlease advise United to rescind their offer they sent as it's not a proper resolution anywhere close to what I was requestingPlease advise United that I'd rather receive nothing from them if this is how they respond to customers based on their mechanical faults with their equipment and would request to keep a negative rating for this complaint with the Revdex.com for United airlines Sincerely, Jeremy [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 meThank you for your attention and your quick response! I have received the refund, and the electronic ticketI really do appreciate you taking the time to review thisI don't want this to happen again, or to any other customer and I knew if I turned to Revdex.com, they WILL make the difference! No, they (United) cannot undo what my mother in law went through but you sure have made this better and we know now that our voices are heard! Thank you Juan! Thank you Revdex.com! Sincerely, Lezlie [redacted]

Dear Mr [redacted] :Your correspondence with the Revdex.com has been forwarded to my attention for review Please accept my apologies for the disappointment you have expressed regarding our policy on non-refundable ticketsPlease understand that if you do not cancel the outbound portion of your ticket, the return travel is automatically cancelled assuming you did not travelUnited, like most airlines, offers discount fares to accommodate customers who don't need the flexibility of our fully refundable, non-restricted fares The purchase of a ticket is a contract that our customers have with us and that we have with our customers The type of discount tickets you purchased do require ticket change fees and payment of any cost in the fare difference from your original ticket priceYour request for a refund is appreciated However, we are unable to honor your request I appreciate your understanding Mr [redacted] , your business and satisfaction are especially important to us We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you again Best regards,Mary Beth [redacted] Corporate Customer CareRevdex.com11026008Case ID: [redacted]

Dear Ms [redacted] I am responding to the additional information you forwarded to the Revdex.com I am glad to see your concern was handled with Elaine [redacted] on Friday I just spoke with her and she said this case has been resolved.Thank you for your continued patience on this matter and have a nice day.Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : Your correspondence addressed to the Revdex.com has been forwarded to my attention for review Please accept my apologies for the poor service you received in Newark on August 6, when you were refused transportation due to your Costco Travel agent error I was sorry that your only alternative was to purchase a last minute, full fare ticket, or wait and resolve the issue with the travel agent We certainly understand how upsetting this experience was for your entire family Your request for a refund is appreciated However, as travel was provided, we are unable to issue a refund of the ticket I appreciate your understanding You may want to see if the travel agency can offer reimbursement of the ticket Mr [redacted] , we recognize we have many complicated rules and processes We agree some are difficult to understand, and we often review our policies So, your comments are important and helpful While I can't undo the circumstances you are disappointed with, I commit to you that United is dedicated to providing you the service you expectBest regards, Mary Beth [redacted] Corporate Customer Care Case ID: Revdex.com

Dear Mr [redacted] :I am responding to correspondence sent to United Airlines from the Revdex.comWe are committed to providing excellent customer service and will make every effort to address your concernsTo facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your requestThis information is necessary Passenger name (s): Flight Number: Ticket Numbers: We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Judith ***Corporate Customer Care Case [redacted]

December 19, 2017Dear Mrs***:The Revdex.com has sent your correspondence to the attention of United Airlines.I am very sorry for the damage to your belongingsA review with our Baggage Resolution Center (BRC) does show a claim was filed and given reference number, HAV10010DThe file does contain the following information; a response was sent your email on August requesting a receipt for the damaged item, as our BRC does need this to resolve the claimTo date, they have not received a response with the requested receiptPlease contact them directly, using the reference number provided as they are waiting to receive this informationAs this is a damage situation, it is necessary to work directly with our BRCFor any further assistance, please contact the Baggage Resolution Center at 1-800-***-***Once again, I apologize this happened We thank you or your business as a MileagePlus member and look forward to seeing you aboard soonKind Regards, Judy [redacted] Corporate Customer CareCase [redacted]

Complaint: [redacted] I am rejecting this response because:Regardless of your published procedure, or the reasons that you charge the change fees, the fact is that had I simply kept my original ticket and purchased an additional ticket, I would have saved myself money There is no reason for a person to ever change a flight, if the original flight costs less than the change fee I wish I had realized that before I made the change.If my original ticket had cost more than the change fee, then yes, you could potentially incur costs when I cancelled the flight Since my ticket was not more than the change fee, you actually had an additional profit of $ Additionally, since I used your change process, you were given the opportunity to rebook that flight, which could potentially allow you to receive double compensation for the seat (my original, plus the $difference from ticket to change fee cost, plus whatever the next person purchased my seat for, if it was purchased) If you are at all concerned with customer satisfaction, why do you allow changes on tickets that cost less than the change fee? Sincerely, [redacted]