United Airlines

Dear Mr [redacted] : Thank you for your response to the Revdex.com As this reservation has been exchanged numerous times, and the award level also changed, the computer can no longer do the exchange for you You may go on line to United.com and if you find a different Award travel you wish to change to, please contact a United Reservations specialist and they will be happy to assist you with the change You may log into your Mileage Plus account to view which awards are available ( Standard versus Saver)Award seats may not be available on all flights If you continue to receive an error message, please take a screen shot and append it either to your response, or you may contact us at [email protected] Again, as a Mileage Plus member, my apology for the confusion Regards, Ruth [redacted] Corporate Customer Care Case: [redacted]

Dear [redacted] ***: Please know as of June 9, 2015, United no longer offers the Low Fare Guarentee program As you shop for the best fares on [redacted] , our flexible booking policy allows you to make changes to reservations within hours of purchasing a ticket without incurring change fees or refund the ticket If you wish, I am happy to refund record [redacted] , minus the $processing feeYou would then be responsible for booking record: [redacted] Please advise soon, as your Farelock is due to expire Regards; [redacted] Corporate Customer Care Case

Complaint: [redacted] I am rejecting this response because: The 12,miles should have been offered by Ms [redacted] from the get-goFrom here on out, I expect someone else to respond to future United complaintsThe lack of attention to detail in her responses and the lack of judgement are not suitable for a customer service role Sincerely, Paul El- [redacted]

Dear Mr [redacted] :As you were previously advised , United cannot exchange these tickets since the tickets were purchased by a consolidatorYou must go through the consolidator, [redacted] to change and exchange these tickets I understand how confusing ticket restrictions may be when you buy a United ticket from another company United offers special fares that are only available through consolidatorsWhile our tickets have a one year validity from date of ticket issuance, which in your case was August 4, 2015, your agency can provide information on what restrictions may apply to your ticketPlease contact the agency through which you purchased the tickets to inquire about changing your ticketRegrettfully, we are unable to assist you further on this matterThank you for choosing United Airlines.Regards, James [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] , I'm sorry to hear that you were unable to travel as planned This must have been a disappointment for you I understand that you are disappointed that your refund request was denied When I reviewed your refund request I found that United Refunds received a note from your doctor along with your refund request However, it was determined that the note did not have the information required to process the refund, and United Refunds sent you an email letting you know the reason for the denial With this in mind, I'll be unable to authorize a refund of your ticket 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 portions While the refund was denied, please keep in mind that your ticket will remain in our system for one year from the purchase date so that you can use the ticket At the time of reissue, there will be a change fee and a possible difference in fare You may then request a refund of the change fee I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve Kind regards, Dana [redacted] Corporate Customer Care Case [redacted] Tell us why here

Document ID number 11139492.We apologize for the cancelationPassenger(s) are asking for a refund, because the tickets were used we regret we are unable to refund the passenger(s) ticketsI will offer the passenger(s) compensation in the form of electronic travel certificates.Thank you Gail ***

Dear Ms [redacted] :I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear you were unable to use your ticket to Dayton that commenced on March 29, and I understand your frustration I also understand your disappointment that you did not receive a pre-check in email, and your return flight was canceled when you did not take your departure flight Since you were expecting to travel, I can only imagine how frustrating this wasI'll pass along your comments so we can review our policyAs part of the ticket's rules, you must use the ticket in the order the itinerary was booked; otherwise, you risk losing the ticket's value and your remaining flights will be canceledI have requested a refund for the unused ticket and the credit card used should be updated within days I have also issued you a $electronic travel certificate that will be emailed to you in a few days I hope you will use the certificate and travel with us again! I hope you have a nice day.Regards, [redacted] KayCorporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because: I spoke with United airlines customer service at length both on the phone and in person at the United counter, and at no point did anyone from United explain to me that I needed to contact [redacted] to resolve the issueThe United customer service rep told me that the issue was with [redacted] I was at the airport for four solid hours trying to have the issue fixed and not once did anyone from United tell me that I needed to contact [redacted] Sincerely, Lee ***

Dear Mr***:I am responding to your Revdex.com complaint, reference number, [redacted] I want to apologize for the poor service you described What you experienced, and how it made you feel, is no more acceptable to us than it is to youRest assured, we take your comments seriously and we'll be following up internally not only with the employee, but with what went wrong when trying to book your ticketAn apology won't change what happened, but I want you to know we'll address itIn addition to my apology, I'm depositing 12,bonus miles into your MileagePlus account to encourage you to fly with us againWe want to build a trusting relationship with you so we can be proud of genuinely earning your business, and I know we're capable of doing that Unfortunately, I will be unable to assist you with booking your future travelOur Reservations Team will be more than happy to help you book your wife's ticketU.S./Canada: 1-800-UNITED-(864-8331) We appreciate your business and Premier Gold loyalty, Mr***On behalf of United, I hope you'll give us a chance to give you a more positive travel experienceKind regards, [redacted] ***Corporate Customer CareCase [redacted]

Dear Mr***, I’m sorry that we didn’t get you to Newark as originally scheduled on August 28th I share your concern that you were unable to contact us by phone Due to Tropical Storm Harvey, our phone lines have been inundated You should be able to count on us for reliable transportation, and we let you down this timeSince you used your ticket for travel we will be unable to refund your ticket Even so, I would like the opportunity to make things right with you and regain your trustTo help make amends, I will be sending you as well as your companion an electronic travel certificate that can be used to discount a future United ticket purchase You can expect delivery via email within 1-business daysYour honest feedback is appreciated as it helps us improve and provide better serviceThank you for choosing UnitedWe look forward to providing you with a better experience when you travel with us againKind Regards, Dana [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] , Thank you for taking the time to speak to me todayAs I mentioned, I have requested a refund of the fees under ticket [redacted] that were collected to pur [redacted] miles for your MileagePlus account Please allow seven business days for processing You should be receiving an email from United Customer Refund Services when the refund is completeWe hope to welcome you onboard soonKind regards, Dana [redacted] Corporate Customer CareCase

Complaint: I am rejecting this response because: United is refusing to accept any responsibility for key elements and passing the buck to Costco for, which United holds sole responsibility: Customer Service failure: The extremely rude behavior of their gate agents in dealing with the issue and were most interested in throwing us off the flight than working with usReservation Failure: I find United response insulting - United 'did not provide me travel' - I had to buy it at premium prices, pating $3,for a one way ticket! This after never flagging the obvious issue - they did not receive payment for out of tickets booked through Costco and hence the reservation should have been cancelled.Costco has already addressed our concerns for this issue and we accepted their resolutionWe see that United has steadfastly refused to do so and is stonewallingSo instead of passing the buck, United needs to address our traumatic experience that their customer service failure and reservation system failure created and not pass the buck Sincerely, Kumar [redacted]

Dear [redacted] We are responding to your additional communication that was submitted to the Revdex.com on October 24, Thank you for the clarification regarding the total number of passengers As previously communicated, in order to process any type of refund, reimbursements, or goodwill offering, we will need the following information for each passenger: MileagePlus Account Numbers Mailing Address Email Address We certainly realize that this may be an arduous undertaking, but this information is necessaryYour understanding and assistance are greatly appreciated Regards, [redacted] Corporate Customer Care [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, Yingying ***dear sir or madam,thanks for your replyBut it seems that results and excuses sini [redacted] provided cannot meet my expectation.and I can not agree with the reason sini [redacted] provided.please review the email log between sini [redacted] and me,please give me a reasonable excuse for my experience

Complaint: I am rejecting this response because: they failed to provide a good that I paid for and frankly I don't care if that reimbursement amount aligns with the goodwill compensation guidelines which they review annually I am owed a refund for the amount paid for a non-provided good, and I deserve some goodwill compensationI do believe that a refund of only the Seattle to Chicago portion of the trip is fair as reimbursement(United Ticket Number : [redacted] ) I will accept this as resolution to my complaint only in conjunction with goodwill compensation of either 1)a refund of the return flight as well; or 2) the $prepaid [redacted] card previously offered Sincerely, Tami [redacted]

Complaint: I am rejecting this response because I can understand the delay but we weren't offered to take the 540,or am flightWe had a hour layover and if I would've been tight on money I would've slept and ate where? Your service to and from vacation completely dampened our experience and made us lose a day of vacation traveling from one side to the otherI wasn't liable for the mistakes of this airline and want my money backHow on earth can I ever fly with United when you never own up to your mistakes and efficiently fix the problems you've caused? I'm not impressed and I think you need to work on what you have to offer Sincerely, Rocio [redacted]

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we directed your and your parents’ travel information to United’s Complaint Resolution Official/DOT/Disability Specialist, Ms [redacted] Ms [redacted] ’s response to your concerns follows my replyThank you for your patronage as a MileagePlus member, Mr*** We look forward to continue serving your and your family’s travel needsSincerely, [redacted] Corporate Customer Care United Airlines Case ID [redacted] June 13, Dear Mr***: Thank you for your patience while we completed our investigationI’m sorry to hear your travel do not go as plannedWe understand the frustration flight irregularities cause our customers Flight [redacted] was canceled on May as a result of inclement weatherI understand weather may have been clear in Houston, but please keep in mind that our pilots and operations team must consider weather conditions not only at a flight's departure and arrival points, but along the flight path as wellAlthough our goal is to provide you with an on-time departure whenever possible, your safety is always our foremost priority Since so many factors can affect our operation, schedules are subject to change We are unable to absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at our customers’ destinations resulting from a delay or cancellation, and do not reimburse customers in these instancesI know that this policy does not make your situation easier As a gesture of goodwill I am sending your parents and you $Electronic Travel Certificate to use toward a future United ticket purchasePlease allow three business days for delivery of the certificate in a separate e-mailI’m certain you will find the certificate easy to redeemUpon receipt of your correspondence from the Revdex.com, I contacted our airport management in Houston asking them to review this matter and provide me with our ground agent’s recollection of the described events Our staff’s recollection of the events differs from your report in some respects It’s clear we did not meet your expectations for providing good customer service on this occasion While I certainly understand your point of view, I didn’t find that United violated federal disability regulations, since our records show that wheelchairs where provided from the ticket counter to the gate and no further assistance was requestedUnited is committed to ensuring passengers with disabilities have equal access to the same facilities and services as all other passengers Specially trained agents called Complaint Resolution Officials (CROs) are at all of our airport locations A CRO is available upon request and has the responsibility and authority to resolve service issues for anyone with a disability Please ask to speak with a CRO should you have a concern about a disability-related service while traveling with us Pre-travel, a disability CRO can be reached 24/at [redacted] It is never our intent to inconvenience our passengers, and I am very sorry if your expectations were not metWe hope you will not judge us based solely on this experienceMr***, as you are a MileagePlus® member, your business is important to usWe hope you will continue to choose United whenever your plans call for air travelRegards, [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case ID [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 the DOT does not determine nor influence the issuance of personal compensation by an airline

Dear Mr***: The Revdex.com has forwarded your communication to us for responseI'm very sorry for any confusion about your bag feesWhile one free checked bag is allowed for international travel, bag fees do apply for all domestic travel including Puerto Rico I'll make sure to report your feedback so we can review our fee changesWe update those amounts based on a number of reasons, including competitive markets and processingWhen we do so, tickets issued before our announcements are honored, to meet the expectations you had when buying your ticketFor tickets purchased after the announcement, current fee prices would applyOnce again, I'm sorry for any inconvenience as 1st bag fee to San Juan does applyWe keep our current fees listed on united.com should you need any other assistanceWe appreciate your loyalty and look forward for welcoming you on board a future United flight.Regards, [redacted] ***Corporate Customer CareCase: [redacted] Tell us why here

Dear Mr [redacted] :Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditionsBy purchasing a ticket or accepting transportation, the passenger agrees to be bound to the Terms and Conditions contained in our Contract of CarriagePer our Contract of Carriage Rule 24, Flight Delays/Cancellations/Aircraft Changes:Section A) 3:"Schedules are Subject To Change Without Notice - Times shown on tickets, timetables, published schedules or elsewhere, and aircraft type and similar details reflected on tickets or UA’s schedule are not guaranteed and form no part of this contract."Section C): Schedule Change- "When a Passenger’s Ticketed flight is affected because of a Schedule Change, UA will, at its election, arrange one of the following: 1.Transport the Passenger on its own flights, subject to availability, to the Destination, next Stopover point, or transfer point shown on its portion of the Ticket, without Stopover in the same class of service, at no additional cost to the Passenger;2.When a Schedule Change results in the cancellation of all UA service between two cities, at UA’s sole discretion, UA may reroute Passengers over the lines of one or more carriers in an equivalent class of service;3.Advise the Passenger that the value of his or her Ticket may be applied toward future travel on United within one year from the date of issue without a change or reissue fee; or4.If the Passenger is not transported as provided in C) 1) or 2) above and does not choose to apply the value of his or her Ticket toward future travel as provided in C) 3) above, the Passenger will be eligible for a refund upon request."The Contract of Carriage is available on the united.com home page.If the flight alternatives offered by our Reservations department will not work for you, please request a refund as is documented in your reservation.In an ongoing effort to make service improvements, your concerns have been noted and documented; we are committed to providing you a positive travel experience.Thank you for choosing United.Regards, [redacted] Corporate Customer CareCase: [redacted]

Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention for reviewPlease accept my apologies for the schedule change you report Through the course of a year, sometimes we need to change our flight schedule due to capacity or other operational issues We try to minimize these changes, but when they do occur, we do our best to contact our affected guests using the contact information from their reservation records We try to do so within days of their scheduled departure when we are confident that there will be no further changes Sometimes we are unsuccessful with preventing any guest inconveniences, and we are truly sorry that this was your experience Please know that if the schedule change is unsatisfactory, you are allowed to cancel the reservation entirely and receive a full refund Without any ticket number or flight information I am really unable to tell for sure If you would like to forward the information, I will look into it further However, if you accepted the changes, there is no compensation offered I appreciate your understandingMr***, 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 againBest regards, Mary Beth [redacted] Corporate Customer Care