United Airlines

March 11, Dear Ms [redacted] : The Revdex.com has forwarded your correspondence to our attentionWe apologize for any confusion surrounding the non-refundable ticket you purchasedWhen purchasing this type of ticket, you have hours from the time of purchase to request a full refundOnce that time has elapsed, the ticket will not be refundedThis information is published on our website, and was also provided to you in your e-mailed ticket receipt, at [redacted] @ [redacted] .netHome > Reservations > Refunds > Refunds If your ticket allows changes, you have one full year from the date the original ticket was issued to reschedule your travel plans without losing that ticket's valueChange fees and any applicable difference in fare will apply to the new itineraryTickets must be reissued within one year of the date the original ticket was issuedWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Judith [redacted] Corporate Customer Care Case [redacted]

Dear Ms***:I am responding to the correspondence you forwarded to the Revdex.com I'm sorry the wasn't working properly on October 22, 2017; I can imagine how frustrating that must have beenYour satisfaction is important to us and to apologize for the inconvenience, I'm sending you a $Electronic Travel Certificate which will arrive via email within a few daysour goals match yoursUnfortunately, there may be times when unexpected technology issues arise, preventing us from obtaining that goalI apologize this happened on your flightYour feedback will also be sent on to our teams to ensure we continue focusing on our productI've taken care of your refund requestPlease allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour reference number is [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.aspx Thank you for choosing UnitedWe look forward to seeing you again soon.Regards, Susan ***Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because: I am sure you are sincere but I would like to be compensated for my bad experience Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10939073, and find that this resolution is satisfactory to me Sincerely, Samantha [redacted]

Dear Mr [redacted] : We received your letter through the Revdex.com, with reference to case [redacted] I am so sorry this happened to you and regret any disappointment in how this was handled I spoke to our MileagePlus department on your behalf and was informed a formal complaint was filed with our Corporate Security fraud department and you were contacted at that time Upon reaching out to the security agent today, I was advised you were contacted again today and the miles were restored as requested While I am not privy to the details to offer further discussion on the event, I assure you we do take these matters very seriously As a MileagePlus Premier Gold member, we hold your loyalty in high regardI hope that our next opportunity to serve you will earn a more favorable review Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Dear Mr***: We’re always glad to hear from our MileagePlus membersThank you for flying the friendly skies I am responding to your communication sent through the Revdex.com Please know I have reviewed your refund request sent to our Refunds Department I see they emailed you on December 28, 2015, confirming a charge back and to check with your credit card company We appreciate this opportunity to respond and look forward to serving you Regards, Lilia [redacted] Corporate Customer Care PASSENGER: ***/INNA TICKET(S): REQUEST ID: Dear INNA ***: Thank you for contacting Customer Refund Services regarding the above referenced ticketYour ticket inquiry pertains to a credit cardIn order to research your claim, additional information may be required or you may be required to take a different action on this request: Please review the selected option(s) needed •A chargeback has been receivedPlease follow up with your credit card company If we can be of further assistance, please contact one of our Customer Service Representatives via United.com by selecting the Reservations option and then locating the Refunds linkThe prompts will direct you through the process Thank you for choosing United AirlinesWe value your businessSincerely, Customer Refund Services www.united.com/web/en-us/content/reservations/refunds 872-825-

Dear Ms [redacted] : We received your letter through the Revdex.com, with reference to case [redacted] Your email clearly expresses your disappointment with your recent travelI would like to extend my personal apology for the negative impact to your schedule when traveling with us last in July Upon review, I confirmed your assessment Air Traffic Control (ATC) did mandate the cancellationIn cases of weather or ramp congestion, the ATC will require each airline to cancel a percentage of their flights to relieve any anticipated ramp congestion or if they feel weather may be an issue Regretfully, we are unable to offer meal, hotel, ground transportation vouchers, or compensation when cancellations are not within our controlWe will do our best to protect customers on the next available flight Please be cognizant this can cause some flights to fill up very quickly, then as passengers make changes some flights may open back up againIt is always a good idea to keep checking in these situations Ms [redacted] , I am so sorry this was one of many disappointments in travel this summer for you While I am unable to offer compensation, I do not want to leave you with only an apology as well As a goodwill gesture of customer appreciation, you will receive a $electronic travel certificate The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines Please allow 3-business days for delivery on a separate cover to your emailAs 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 Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

Dear Mr [redacted] : I am sorry for any confusion in regards to baggage feesWe receive your inquiry via the Revdex.com, case [redacted] Although, the fees accessed were found to be correct, we are pleased to offer a one-time exception to refund the feeRefund ID is [redacted] , allow one complete billing cyclePlease note our e-ticket advisories do refer to checking each travel direction individually as other factors may apply Agree that it is not always stated very clearly Thank you again for your loyalty as a MileagePlus member, and please accept my apology for any long hold times, as the recent weather events have kept us very busy Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ June 10, Dear Ms[redacted] : The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your travel experienceYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines Please accept my apologies for the disappointing travel experience you and your family had on May 11, I was sorry to learn of the extended delay of flight [redacted] that you reportI understand this caused you to arrive later much later than scheduled into Newark and disrupted your carefully made plans Please know we never intend to disrupt our passengers' travel plansOf course the safety and well-being of our passengers and crew must always be our first priority so some delays are unavoidableNonetheless, we certainly do not question the feelings of frustration that resulted, especially when traveling with a young child, and I'm truly sorry you were inconvenienced Our records show you were given meal vouchers at the airportOur records also indicate you have previously written to United regarding this delay, and I see our Customer Service Representative, Ms [redacted] has authorized a $Electronic Travel Certificate for both you and Ms [redacted] as a gesture of our goodwill and apologies for the inconveniences we've caused While we recognize goodwill tokens cannot replace the time that has been lost, or compensate for the inconvenience or added expenses our customers may incur due to a flight delay or cancellation, the meal vouchers and the travel certificates that were previously offered to you was intended as an expression of our regrets for the events that transpired when you traveled with us Unfortunately, we are unable to honor your request for a refund of your tickets, as we did provide transportation, albeit not without difficulties, and I regret we have nothing more to offer you for you dissatisfaction Ms [redacted] we again apologize for the disruption to your scheduleWe appreciate your business and look forward to the opportunity to serve you and your family again under more pleasant circumstances Kind regards, [redacted] Corporate Customer Care Case XXXXXXX

January 12, Dear Ms***: We are sorry to hear of your complaint filed with the Revdex.com regarding your December travel experience You mentioned flight irregularities, a missed connecting flight, long customer service lines and poor customer service We realize at times we may not be doing as well as we should in assisting our valued customers We also understand that how the situation is handled may severely impact a customer's travel experience We appreciate you bringing your concerns to our attention since your feedback allows us to evaluate our service to our valued customers and helps us target future improvements to ensure you have a more pleasant travel experience the next time you or your family fly with usOur records reflect that one of our Customer Care colleagues previously addressed your same concerns and provided you with a $electronic travel certificate as a gesture of our concern Ms***, we sincerely appreciate your business We hope you will be able to use your certificate and allow us a future opportunity to provide you with the service you expect when you travel with us Sincerely, Judy [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns You indicated that you redeemed MileagePlus miles from your MileagePlus account for a First class award ticket for your wife, and we are sorry to learn that your wife was not accommodated in First class In order to obtain a MileagePlus miles adjustment, you will need to contact our MileagePlus Service Center at www.united.com/contactMP Please be sure to provide them with your wife’s name, 13-digit ticket number (beginning with the numbers 016), travel date, and flight number Thank you for your cooperation We do hope this information is helpful Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID Tell us why here

Dear Mrs**:I am responding to your communication submitted to the Revdex.comPlease allow me to add my apologies to those already extended by my colleague for your frustrating experienceWhile we are unable to fulfill your specific request, in lieu of a $refund, we'll authorize a $ [redacted] Gift card which will be sent to the following address: [redacted] Please allow approximately 15-business days for processing and delivery The travel certificate is yours to keep as we do not offer complimentary upgradesWe appreciate your business and hope you will consider United whenever your personal or business plans include air travelRegards,Julie ***Corporate Customer CareCase ID [redacted]

Dear Mr [redacted] I am responding to a correspondence received from the Revdex.com I'm very sorry for your flight delay, [redacted] on February 8, from Houston, TX to Cancun, Mexico We know your time is valuable and never intended for this to happenI can only imagine your disappointmentI'm sending you a $Electronic Travel Certificate, as we want to serve your future travel needsIt will arrive in a few business daysI'll also send on your feedbackUnited works hard to run an on-time airline; however, unforeseen events sometimes challenge usI'm sorry this happened with your flightIn the future, we'll try harder to meet your expectationsWe strive to operate each flight as planned and regret when necessary delays or cancellations create an inconvenience to our customersAlthough we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences Your United ticket was a contract between us to transport you safely and as comfortable as possible to your ticketed destination, between your point of origin, Houston, TX to Cancun, MexicoUnfortunately, we are not able to honor your request to refund a ticket on another airline since transportation was provided on United Airlines to your ticketed destinationAlso, our airport agents work diligently in accommodating customers on the next available flight when the connecting flight is part of the ticketed itinerary Please be assured that United Airlines values your business and we look forward to serving you again in the future Mr [redacted] as a MileagePlus member, we thank you for your business, loyalty and look forward to seeing you on a future United flight Regards, [redacted] Corporate Customer Care Case ID: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11140293, and find that this resolution is satisfactory to me Sincerely, Christos [redacted]

Dear [redacted] I was sorry to read that you experience traveling with United Airlines on October 22, 2015, did not meet your expectations, and offer my sincere apologies I have found that our Baggage Resolution Center is in the process of handling your claim and have attempted to locate your bag They will be in touch with you as quickly as possible and your patience is greatly appreciated Thank you for choosing United Airlines and MileagePlus You are a valued customer and your business is appreciated Sincerely, [redacted] Corporate Customer Care Case ID [redacted]

Dear Mr [redacted] :I appreciate you took time to share your thoughts about our services and your recent experience I'm responding to a complaint forwarded to us from the Revdex.comYour constructive comments help us to improve our products and to gear them towards your needs We'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with usIt's important that we listen to our passengers now more than ever as we are working hard to be your airline of choice That said-The DOT policy you're referencing does not apply to your situation The rule you referenced only applies if you purchased the tickets directly from United Airlines by using our call center representatives or our website united.com You purchased your ticket from a travel agencyOur record in indicates you were given a waiver of the required change fees $to rebook the tickets if you did so by February 19, as a goodwill gestureWhen you purchase a non refundable ticket for another person, you're not entitled to any compensation or goodwill The person named on the tickets are the owners of the ticket (not the person purchasing the ticket).Since the ticekts you purchased are Non-Refundable, your request for a refund id denied Please have you Travel agency explain to you the Terms and Conditions of the ticekts you purchasedI apologize for any misunderstanding of our policy as it should have been explained to you by the agency you used to purchase your family's ticketsOn behalf of our United family, we look forward to welcoming you aboard your next flight.Regards, LeMarkus ***Corporate Customer CareCase: [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 meI am glad that United Airlines was not as dismissive in this response as they were in my original complaint to themWhen a customer feels wronged, a business should work hard to try and resolve the underlying issue, especially if the issue is a result of the business failing to meet their stated obligations.Thank you for your time and efforts Sincerely, Conrad [redacted]

Dear Ms***: Please know the terms and conditions regarding refunds are available on our website at United.comNon refundable tickets may only be refunded within hours of purchaseAs you did not provide the digit ticket number ( beginning with 016) I am unable to review the type of ticket you purchasedOnce I receive this information, I will best be able to respond Regards, Ruth [redacted] Corporate Customer CareCase: 10055798Tell us why here

Dear Mr***:I am responding to your communication submitted to the Revdex.com I regret the circumstances you have described about your luggageOur goal is always to provide our customers and their belongings with safe and reliable servicePlease accept my apology and assurances that will make every effort to prevent a recurrence the next time you travel I would also like to apologize for the negative impression that was created on the part of our staffWe would like you to know United Airline employees are expected to provide our customers with friendly and professional service at all timesOur customer philosophy also does not condone acts of, and strictly prohibits, discrimination or discriminatory practices of any sortI am sensitive to your concerns and will share them with the appropriate management teams for internal review and future improvementsI also understand you wanted to apply the $travel certificate that was previously issued by our Baggage Service Center to Mr [redacted] ticketThe confirmation number ( [redacted] ) you provided shows an All Nippon flight is part of his itineraryOur travel certificates are only redeemable on any United/United Express operated flight, therefore we are unable to apply the travel certificateMr***, I am very we've let you downWhile we do not offer complimentary upgrades as compensation, I would be more than happy to assign a seat for Mr [redacted] in our economy plus section which provides an additional inches of legroomOf course, if you prefer to cancel the reservation entirely, we will authorize a refundPlease advise which option you preferAs always, thank you for choosing United Airlines Kindest Regards,Julie ***Corporate Customer CareCase ID: [redacted]

Complaint: [redacted] I am rejecting this response because I already contacted Adria Airways and they told me that the charge was not because of Adria but because of UnitedIn addition, Adria policy allows one checked baggage per customer not exceeding 23kg so there is no reason for them to charge baggage fees.......again...the chargewas because of United, that is why I am filing a complaint against UnitedI already called Adria and the check in desk at the airport in Tirana and bothsaid that it was because of United, therefore, this matter is not resolved United is just trying to take advantage of two old people which is disgraceful and I will take themto court if I have to just to so that they don't get away with it because its not right Sincerely, [redacted] ***