United Airlines

I'm sorry we let you down Our service department is one of the best in the city and usually finds the root of the problem on the initial visit Your settlement request sounds reasonable to me for your inconvenience A check made out to you will go out in the mail tomorrow

MsStein [redacted] also contacted the US Department of Transportation regarding this matterI've included a copy of my response to MsStein [redacted] belowSincerely, Charles [redacted] Corporate Customer Care Case ID [redacted] ..........................From: [email protected] [mailto:[email protected]] Sent: Tuesday, March 14, 3:PM To: Heather [redacted] Subject: United Airlines [redacted] - (HEATHER STEIN AGUIRRE) [redacted] ( [redacted] ) Dear MsStein [redacted] : Your email addressed to The US Department of Transportation was forwarded to my attentionI regret you were not aware of the additional miles required to change your MileagePlus award tickets, and I can empathize with your disappointment As my colleagues noted in their earlier responses, when you change your award travel ticket, the same type award may not be available and the changes may result in a difference in milesWhen you made the change on February 7, I see that only a Standard award for more miles was available for the returnIn this instance, 10,miles (Saver Award) was the charge for your outbound and 25,(Standard Award) was the charge for the returnYour E-Ticket receipt issued on February 7, does reflect the $change fee per ticket and the 70,miles cost for your award tickets Although the charges are correct, I’m concerned about any misunderstanding and will be depositing 30,miles to your MileagePlus account as a gesture of goodwillPlease allow 5-business days Thank you for your business and MileagePlus loyaltyWe look forward to seeing you on your next United flight Sincerely, Charles [redacted] DOT Specialist Corporate Customer Care Case ID [redacted]

Dear Ms [redacted] Your correspondence with the Revdex.com has been forwarded to my attention for reviewPlease accept my apologies for the disappointing travel experience you and Mr [redacted] had with us recently I was sorry to learn of the weather delay that prompted you to write us Perhaps your complaint to the Revdex.com has crossed in the mail as I see my colleague issued a $travel certificate to you January 19, and she issued one for Mr [redacted] just yesterday I hope that you are able to use them and give us an opportunity to provide the service you expect and deserve from United Ms [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, [redacted] Corporate Customer Care Revdex.com [redacted] Case ID: Tell us why here

Dear Mr***: My apologies you did not receive your refund as requested for travel on April 19, I have submitted this request again and you can check the status of this refund 7-business days at www.united.comwith request ID [redacted] I have also sent a request to our MileagePlus Department to make sure you are credited for your April travelAgain, we regret the delay in getting this processedPlease feel free to contact us at [email protected] for any future travel related issuesKind Regards, [redacted] Corporate Customer CareCase ID [redacted]

Dear Ms [redacted] : I am responding to your communication sent through the Revdex.comI understand misplacing personal items can be frustrating and can understand your requestPlease know the file number you provided was for lost item report, and they only contact you if the item was foundSince unchecked personal property is outside of United's control, we are unable to assume responsibility for items left on airplanes or at the airport, or for items removed at the direction of airport security I regret we are unable to honor your request for reimbursementRegards, [redacted] Corporate Customer Care [redacted]

Dear Ms [redacted] : The Revdex.com forwarded your comments to us for review I am sorry to hear that your bag was damaged while traveling with us and you did not receive the level of customer service you have come to expect from United Airlines I apologize for the incident and the inconvenience that you endured Your situation warrants additional consideration If the item can be repaired please forward the original receipt of the expenses for consideration of reimbursement If the item is damaged beyond repair, please forward the original receipt of purchase for the damaged item along with the damaged item to the address noted below for review and evaluation United Airlines Customer Care Grand Plaza Drive NHCCR Houston, TX Case We’re always glad to hear from our MileagePlus membersThank you for flying United Airlines and we look forward to assisting you Regards, Jacqueline [redacted] Corporate Customer Care Case:

November 17, 2015Dear [redacted] ***The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your disappointment with our pricing on flights to and from San Diego Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines.I have not heard of prices increasing due to mileage award tickets being used United Airlines offers a competitive mix of fares designed to meet the various needs of our business and leisure customersThese fares range from deeply discounted fares favored by leisure travelers to unrestricted fares bearing few, if any, restrictionsLess expensive fares typically have more restrictions and less flexibilityFares are subject to availability, and lower fares may not be available for every flight.Our published fares are not determined by distance but rather by historical sales data, available inventory, local events, and competitor pricingIt is not unusual for fares to fluctuate, sometimes several times in a dayIn order to secure the best possible fares, please confirm your reservations in advance and check alternate dates of travel when possible[redacted] ***, we appreciate your business as a Premier Gold member of our MileagePlus program We and look forward to welcoming you on board a future United flight.Regards,*** [redacted] Corporate Customer CareCase: [redacted]

Dear Dr [redacted] I’m very sorry you didn’t get your preferred seat choice on your recent flight to San Jose Let me assure you that United is strongly committed to providing our customers with disabilities the level of attention, respect and care that they deserveWe take our obligation to comply with the U.SDepartment of Transportation CFR Part of the Air Carrier Access Act (ACAA) very seriously Unfortunately, advance seat assignments are subject to change and we cannot always guarantee a specific seat as a condition of travelWe will make every effort to meet our customers’ preferred seat requestsBased on the description of your needs, United was not in violation of the federal regulations concerning passengers with disabilities as you did not meet the criteria specific to an aisle seat assignment Since transportation was taken, I'm unable to honor your refund requestHowever, as a gesture of goodwill I'm sending you an Electronic Travel CertificateIt will arrive via email within a few days In the future, if you ever incur difficulties related to disability assistance, when traveling with United Airlines you can request to speak with a Complaint Resolution Official (CRO)Every airport has Complaint Resolution Officials (CRO) who are trained to resolve service issues for customers with special needsPlease ask for a CRO if you have a disability-related concern or need assistance You can also contact a CRO at any time by calling our 24/Accessibility Desk at (800) 228-2744.More information is available on united.com > Travel information > Special travel needs We appreciate this opportunity to address your concernsThank you for being a member of our MileagePlus program Regards, [redacted] Marchant Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case: [redacted] United Airlines is committed to making air travel safe, accessible, and comfortable for our passengers with disabilitiesCustomers may also contact the U.SDepartment of Transportation (DOT)It’s important to note that DOT involvement does not determine nor influence the issuance of personal compensation by an airline

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ July 28, Dear Mrs[redacted] We are sorry to hear of your complaint filed with the Revdex.com regarding your family's unpleasant experience when traveling from [redacted] to Bangkok on our United Express partner, [redacted] Airlines and our Star Alliance partner, All [redacted] Airways As our goal is to create the world's most Flyer Friendly airline, we regret to hear that we did not provide this level of service when your family was checking in for their flightsAll United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience, regardless of the circumstances We realize at times we may not be doing as well as we should when there are circumstances that affect your travelWe also understand that how the situation is handled may severely impact a customer's travel experienceWe 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 Our records reflect that the $checked baggage fee was charged on July 26, 2015, but was then voided on July 26, Therefore, if your credit card statement shows a charge we would need to respectfully request for you to contact the bank that administers your credit card Regrettably, United does not provide an upgrade as a form of compensationWe also normally do not provide compensation based on the circumstances you and your family encounteredHowever, we recognize your family's travel experience was negatively impactedTherefore, as a tangible gesture of our regret, we will be issuing your husband and two children each a $electronic travel certificate for their use on a future United and/or United Express flight worldwideTheir electronic travel certificate numbers along with the terms and conditions will be emailed to your email address under a separate coverPlease allow up to five business days for receipt Mrs***, we sincerely appreciate you and your family's businessWe will do our best to provide your family a more positive experience on their return trip Sincerely, [redacted] United Airlines Corporate Customer Care Ref # XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) A $electronic ticket for each travelling person (total) is an insult to my familyFirst of all, EVERYONE in my family was impactedWE didn't get to say goodbye to each other and to make it worse my husband had to run across the concourses with my young children AND a baby in his armSecondly, I had to waste my hours for your representative to void the transaction that didn't even have to occur in the first placeNow you are asking ME to contact the bank to clean up the mess your agent made and waste more of my time??? I've strongly expressed that we will not be travelling via United even though I personally have over 200k in mileageI was going to use my mileage to visit my parents in Asia on February if this incident was handled to my satisfactoryHowever, if this is the best compensation you can offer, I will politely decline and ask that you provide us something that can enhance our return flights as it's connected to this incidentGiving us a $electronic travel certificate is insulting considering you haven't done anything to our satisfaction for this tripWhy should we take United for our next trip to give you more of our business and risk encountering another unsatisfactory experience????? What can $afford? You plainly expect us to purchase tickets by paying the difference of what a ticket price would beSo you would still earn our business! I must say this is a SMART business moveHowever, very flawed and need to be desperately improved! Final Business Response / [redacted] (4000, 9, 2015/08/03) */ August 3, Dear Mrs[redacted] We are sorry for your continued disappointment considering you have submitted an additional correspondence to the Revdex.com We regret your dissatisfaction with the compensation which was offered to your familyAs previously noted, we normally would not have provided compensation based on our compensation guidelines however, based on your family's situation we made a policy exception Please understand that if compensation is provided it is issued in the name of the customer(s) travelingBut, after reviewing your concerns we will make an additional policy exception and issue you a $electronic travel certificate for your use on a future United and/or United Express flight worldwideYour electronic travel certificate number along with the terms and conditions will be emailed to your email address under a separate coverPlease allow up to five business days for receipt We believe that the compensation we offer is fair and reasonable and in line with the service you experiencedOur intentions are to offer our customers a balance of valuable options that are easy to redeemWe hope you will accept the electronic travel certificates in the spirit we intended Mrs[redacted] your business is always appreciated and is never taken for grantedWe understand the value of your decision to fly with us and will make every effort to leave a better impression when we have the privilege of serving you and your family again Sincerely, [redacted] United Airlines Corporate Customer Care Ref # XXXXXXX

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 Sincerely, Olubukola [redacted]

On June 27th one of our Department of Transportation Specialists advised Mr [redacted] that the goodwill compensation that was agreed upon after he spoke to our Global Services representative has been authorized Based on the response from Mr [redacted] , he has accepted the resolution that was offeredRegards, Dana [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] :I am responding to the additional information you forwarded to the Revdex.com I am glad I was able to speak to you today and I am glad to hear the refund was processed.Thank you very much.Regards, Susan ***Corporate Customer CareCase: [redacted]

August 29, Dear Mr***: I am responding to a correspondence received from the Revdex.com (Revdex.com)I'm sorry to learn that because of Hurricane Harvey you and your wife, MrsDanielle [redacted] are unable to complete your travel plans in September, This is a very difficult situation for anybody with intended travel plans during this devastating weatherPlease accept my sincere apology on behalf of United, for any discourteous service you may have received during this timeOur representatives are expected to do their best to help assist and I regret hearing you feel we weren’t empathetic to your needsOn your behalf, I contacted our refund services department and I am pleased to inform you that our reservations department submitted a full refund for the three tickets associated with record locators, [redacted] , [redacted] , and [redacted] It takes approximately 7-working days for it to appear in the account and up to two billing cycles to appear on the credit card statementOur United Refunds team wil send you an update when your request has been finalizedOur thoughts are with you and the Houston, TX communities during this difficult time please be safeMr***, as you and your wife are MileagePlus member, I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon Regards, MrsElizabeth [redacted] Corporate Customer Care United Airlines UAL case #: [redacted] Revdex.com case #: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ Dear Mr[redacted] I am responding to your complaint filed with the Revdex.com We are committed to providing excellent customer service and will make every effort to address your concernsHowever, the information submitted is not enough for me to launch an investigation regarding your concernTherefore, please provide the following: Passenger [redacted] (including your wife's name) Frequent flyer number (s) (if available): Flight Numbers: Flight Dates: [redacted] Most importantly, please provide me with all of the ticket numbersI including the ticket numbers which your wife received when she booked your flights in JuneIn addition, I will need the ticket number for the new ticket you purchased to travel homeThese numbers can be located on your credit card statementsThey will begin with "016" Once we receive the requested information we will be happy to respond appropriately Mr [redacted] , we appreciate your patience as we work to resolve this matterIt is a pleasure to serve you Regards, [redacted] Corporate Customer Care Case: XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My Wife is [redacted] and I am [redacted] this begin when WE left Jacksonville, Fla on 09/ticket number XXXXXXXXXXXXX - mines XXXXXXXXXXXXX we had seat 11/d and 11/c flight uajax-ewr left 11:arrival 1:Newark, NJ return Mon Sept on flight uaEwr-Jax leave 9:PM arrive 11:her confirmation number is BBSmines was DKV6RP her ticket if any more information is needed feel free to contract me Final Business Response / [redacted] (4000, 14, 2015/10/07) */ Dear Mr[redacted] I am responding to your reply forwarded to the Revdex.com We have provided a thorough investigation of your complaintOur findings conclude proper procedures were taken by United AirlinesI am sorry for any misunderstanding which may have taken place Therefore, despite our best efforts, I regret we are not able to provide you with the resolution which you are seeking The $Travel Certificate that I issued was a gesture of goodwillWe hope you will use the certificate and give us the opportunity to serve you again With Kindest Regards, [redacted] Corporate Customer Care Case: XXXXXXX Final Consumer Response / [redacted] (2000, 17, 2015/10/10) */ (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 me Sincerely, [redacted] I accept the offer of $and $certificate

Complaint: [redacted] I am rejecting this response because: it was not my intention to be squeezed into the wall during my flight either but it happenedYour company has no rules against this and I was not helped by your employees when they were able to helpVery disappointedRequesting refund Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:At no point during the purchase process was I advised that failure to use the first half of the ticket would void the second half of the ticketIt sounds like a violation of consumer protection laws for a business to perpetrate such a policy without first informing its customers that it is doing soIf United is unwilling to refund the $1,that I was forced to spend on alternative transportation, then I will contact the attorney's generals in Illinois and Pennsylvania, as well as federal authorities and state and federal legislators to advise them of this potential breach of consumer protection regulationsI strongly suspect I'm not the first person who has been victimized by United's "assumptions" about the intents of its customers.Jim [redacted]

Dear Ms [redacted] : I'm sorry you weren't satisfied with our previous response Unfortunately we are unable to refund or reimburse for money that United Airlines does not directly collect We have offered you the maximum compensation that we are allowed to offer under our compensation guidelines I 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 deserveBest regards,Tonya [redacted] Corporate Customer Care [redacted]

March 28, Dear Mrs***: 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 AirlinesI apologize for any miscommunication you received when trying to change your husbands’ return on Confirmation [redacted] Our records indicate that you agreed to have the record split when you were requesting changes and your husbands’ Confirmation is now [redacted] ; however, our agent provided you with the incorrect informationPlease note, partially used Award tickets do not allow for a partial redeposit when any part of a roundtrip Award ticket is used Any unused portion for roundtrip award tickets will be forfeited per our policyOnly unused one way awards may be re-deposited for the applicable fees That said, these rules are listed in our Terms and Conditions of our MileagePlus program, and it is the responsibility of our members to know the rules of the program I have included the link below, from our website, which will provide additional information in this regardhttps://www.united.com/web/en-US/content/mileageplus/awards/travel/types.a...⇄ Nonetheless, your frustration is understood when receiving conflicting information, so and as a one-time exception, I have contacted our MileagePlus Department and requested the partial re-deposit of the miles used for your husbands’ ticket and have waived the $ [redacted] re-deposit fee Please allow hours for the miles to postOur records also indicate your husband is scheduled to return on March 30, on ticket [redacted] and the taxes on the prior reservation have been refundedMrs***, we again apologize for the disappointment this situation has created We thank you for your business and appreciate Mr [redacted] being a valued member of our MileagePlus program We’ll look forward to serving you both for your upcoming travel needsNancy [redacted] Corporate Customer Care [redacted]

Complaint: I am rejecting this response because:Although I decide to lower my expectation, 15,miles is not nearly closeUnited Airline offered me a first class ticket for my round trip to China (worth 70,miles or more), and took it with no reasonI think United Airline should compensate me more than 15,milesAnd there was another case that United kept me on the airplane for more than three hours (I got off airplane at 10PM), which cost me quite a fortune to find a place to stayI would be OK if United Airline can compensate me with 50,miles Sincerely, Jingqiu ***