United Airlines

Dear Mr [redacted] :Our records show we responded to your inquiry regarding any taxes to be refunded due to your diplomatic status in Revdex.com case: [redacted] on September 2, 2016.At that time our Rates Desk had determined that according the website you provided: http://www.state.gov/ofm/tax/airline/index.htm your tickets were not charged any taxes or fees you or your family were exempt from, and the taxes and/or fees that were charged were applicable and not exempt, therefore no refund due.As we have previously responded to your inquiry, in order to proceed further we will require documentation on the specific taxes you were charged but should be exemptOtherwise, we consider this matter closedWe appreciate this opportunity to respond to your concerns and thank you for choosing United.Regards, [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : We apologize for any inadvertent misunderstanding and look forward to researching your letter in fullPlease reply here with your United Airlines ticket number as the reservation identifier [redacted] for July 28, needs validationAlternatively, if you do not have the ticket number we need the first flight number and city pair scheduled for July 28, I look forward to hearing from you at your earliest convenience Regards, Eve [redacted] Corporate Customer CareCase:

Complaint: [redacted] I am rejecting this response because: [redacted] advises that they show no record of the monies being reimbursed to them [redacted] contacted United on Jan30th and United denied promise a refundI sent United emails to [redacted] left voicemail to me with status need to speak to UnitedI am on phone now with [redacted] Now [redacted] has sent me the moniesThank you for your help Sincerely, Peter [redacted]

Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention for review I'd really like to help, but I'm missing some information If you could fill out the below areas and I'll look into itThis information is on your receipt: • Flight number: • Flight date: • Ticket numbers: • Confirmation number: • Flight from: • Flight to: I appreciate that you chose United and look forward to helping you soonKind regards, *** [redacted] Corporate Customer Care [redacted]

Dear Mr [redacted] :Thank you for contacting us through the Revdex.com.I can imagine it was very frustrating to wait so long on hold for a Reservations agent As you're aware, weather issues are causing us to have very high call volumes and I apologize for the delayWe always want to provide the timely assistance you expect I'll report your feedback so we can review staffing and determine how to improve I'm also sorry you're return dates were incorrectly booked Unfortunately, as part of the ticket's rules, there's a processing charge for any changes Apart from that fee, you may also have to pay for any price difference if the same fare class isn't available When booking your next flight, let us know and we can research tickets with fewer restrictions We offer a variety of fares to meet our customers' travel needsThis helps those who require more flexibility Please give our Reservations department a call at 1-800-UNITED-and we'll gladly research the options for you We are not able to waive any fees or fare differenceWe greatly value your trust and loyalty; it's always a pleasure to serve your travel needs on United.Regards, Joe [redacted] Corporate Customer CareCase [redacted] Tell us why here

Dear Dr***, I’m sorry to hear about the delay as well as the overall handling of the delay, and the level of service provided by our flight attendantsYou should be able to count on us for reliable transportation and exemplary customer service, and we let you down this time Since you used your ticket for travel, I 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 an electronic travel certificate that can be used to discount a future United ticket purchase You can expect delivery via email within 1-business daysFrom your comments you were unaware of the restrictions on our Basic Economy fares I see that you booked your ticket on our web site Since you booked on our web site, you should have received an email after your ticket was purchased advising of the restrictions of the fare I apologize if this email was not received You should always have a positive experience with UnitedFrom what I read in your email, we have room to improveI'm going to send on your feedback to help us improve the way we provide exceptional customer service, with dignity, respect and professionalism on your next flight Once again, I'm sorry your travels didn’t go smoothly Thank you for your patronage as a MileagePlus member and 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] Tell us why here

Dear Dr***I'm very sorry you didn't get to enjoy our United Club.So that we can research your information, would you be so kind as to provide the following information: Ticket Numbers (digits beginning with 016):Confirmation number:Flight Number:Flight Date:Flight from:Flight to: You can find this information on your ticket receipt Your assistance is appreciatedRegards,Julie ***Corporate Customer CareCase ID: [redacted]

Dear Dr [redacted] :Thank you for contacting United Customer Care again through the Revdex.com We are sorry to hear of your ongoing concerns regarding your tickets purchased in We are also sorry you were dissatisfied with our response when you contacted us previously We have reviewed your request and support our colleague's original correspondence Our colleague outlined the issues with your tickets when she contacted you and offered you limited options Please review these options While no further consideration will be forthcoming, please know your feedback and comments are appreciated Our policies are meant to address these issues uniformly and fairly for all our passengers While we cannot undo your experience, we hope we can move on in our business relationship.We thank you for your patience, business and loyalty We’re always glad to hear from our valued customers and MileagePlus members and thank you for choosing United.Regards, Joe [redacted] Corporate Customer CareCase

Complaint: [redacted] I am rejecting this response because: the death certificate isn't available yetThey are waiting for my uncle to fly in from Atlanta to proceed with official funeral arrangements because she's being crematedSo I have no death certificate until the funeral home handles their portion of the business Sincerely, Terrell [redacted]

Dear Mr***:I regret you were disappointed when your refund request was deniedTicket coupons must be used in the order they were issuedAlso, customers must cancel their reservation prior to the departure of the flightFailure to adhere to either of these ticketing rules will result in the ticket having no valueIf your ticket allows changes, you have one full year from the date the ticket was issued to reschedule your travel plansChange fees and any applicable difference in fare will apply to the new itinerary Service charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsTickets 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 availableI'm sorry to hear that you feel our ticket policies, supplied at the time of purchase and with your receipt, are vague and do not address your circumstances Our 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 I can appreciate your request for a refund, however I'm unable to honor your requestWe appreciate your business as a MileagePlus member and we look forward to welcoming you on board a future United Airlines flightKind regards, [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] :I am responding your communication filed with the Revdex.com on February 8, 2017.I'm very sorry for the disruption to your travel schedule from Washington Dulles to Brussels on January 1st and regret that we did not provide the quality level of service you deserveWe certainly recognize how we respond to events like this is vital in keeping your trustYour comments about your experience, including your dissatisfaction with your overnight accommodations that were provided are important to us and will be shared with the appropriate management teams responsible for future improvements and considerationAs previously communicated by one of my colleagues, as a tangible expression of our apology, passengers confirmed on United Flight #were invited to select a goodwill token via our Customer-Appreciation websiteAt your convenience, please visit united.com/appreciation While we do not issue refunds when transportation has been provided, we will reimburse the expense of your ground transportation between the airport and hotelDue to auditing purposes, receipts are requiredThe documents can be forwarded in an attachment via email or sent to the following address:United AirlinesCustomer CareWTouhy AveChicago, IL 60666Attention Julie ***Case ID [redacted] We appreciate your business and we will make every effort to leave a better impression when we have the privilege of serving you againPlease accept our apology and allow us that opportunityRegards,Julie ***Corporate Customer Case ID [redacted]

Dear Mrs [redacted] : We are not able to refund voluntarily cancelled reservations on this type of ticket but when you are ready to purchase new tickets, please be sure to call United Reservations and have the reservation confirmation number on hand The tickets are valid for one year from the date of purchase towards new ticketsYou will be charged the fare in effect at the time the new tickets are purchased and a change fee per ticketIt is unfortunate that you chose to cancel your and your family’s trip instead of paying the oversized checked baggage charges If you should have further questions or concerns regarding this new reservations, please do not hesitate to contact United Reservations at 1-800-UNITED-Reservations specialists are available 24/and will be glad to hear from you and happy to helpWe appreciate this opportunity to respond Regards, Eve [redacted] Corporate Customer CareCase: [redacted]

January 04, 2016Dear Mr [redacted] :I am responding to a correspondence received from the Revdex.com.I was concerned to learn your flight made an unscheduled stop in New Orleans, LA due to severe weather in Houston, TXWhen your flight left Orlando, FL it appeared the weather enroute would allow the plane to make it safely to your destinationHowever, when it became apparent that the flight could not safely land in Houston, TX our Flight Operations Department made the decision for your flight to divert to an alternate airport to refuel and wait for the storm to clearAs soon as the weather cleared, your flight was scheduled to continue Please know our goal is to operate every flight on schedule, every dayUnfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayedWhen this occurs, we want to minimize the impact to you as much as possible and keep you informedWhile United does not generally compensate for weather situations; as a gesture of concern, for your overall experience I am making a one-time exception and I will send you a $electronic travel certificate that will arrive to your email address within business hoursIt is my hope that you will accept our apology and enjoy using the certificate at some point in the near future, thereby giving us the opportunity to win back your trust.Thank you for allowing me the opportunity to apologize and register your complaint.Mr [redacted] , as MileagePlus member, 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,Mrs [redacted] Corporate Customer CareUnited AirlinesUAL: [redacted] Revdex.com: [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 with the processing of your refund requests (Refund Request Numbers [redacted] and [redacted] ) Our records reflect that United Refunds did reach out to you via email on November 19, 2016, and advised you that refunds were approved and processed in the total amount of $2,and the form of payment was the original credit card And you were not assessed $in change fees We do hope this information helps to provide clarification Thank you for your support as a Premier 1K MileagePlus member, Mr [redacted] We look forward to continue serving your travel needsSincerely, Suzanne ***Corporate Customer CareUnited Airlines Case ID [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11238760, and find that this resolution is satisfactory to me Sincerely, Michael [redacted]

Dear Ms [redacted] : We are sorry to hear your disappointmentUnited offers a refund of the change fee as a courtesy to our customersRegrettably, we are unable to waive the servce fee as we must follow the proper proceduresPlease know your comments have not gone unheard; they have been shared with our leadership for review and consideration of future policiesWe do regret being unable to fully meet your expectations in this matter and hope for your understanding in the matter too Regards, Marleina [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] :I am responding to your communication filed with the Revdex.com:I'm sorry for the miscommunication that you received on the part of our Customer Service representative regarding the baggage fees you incurred on [redacted] an AirlinesFor future reference, baggage policies and fees are based on your itinerary and determined by the operating carrier that checks you inCustomers, can determine their first and second baggage fees by using our baggage calculator via united.com or by contacting the operating carrier directlyGiven the misinformation, we will honor your request and issue a check for $Please allow approximately business days for processing and deliveryAs a Premier Gold customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flightJulie ***Corporate Customer CareCase ID: [redacted]

Dear Ms [redacted] : I am responding to your communication submitted to the Revdex.comPlease know that your confirmation number ( [redacted] ) was thoroughly documented by Customer Care on June 1, authorizing an exception to waive the $reissue feeOur Reservations department should not have collected the fee and I truly apologize for the oversightGiven the error and the day grace period on the travel certificate, we will submit a refund request to our Accounting department for $Please allow approximately business days for processingTo check on the status of your refund, go to united.com/refunds; the tracking number is [redacted] Additionally, as token of our concern for the service failure you experienced, we will also be sending you a $100USD travel certificateThe electronic voucher will be delivered separately via email ( [redacted] aa@shu.edu) within the next business days and can be redeemed by the person of your choosing on any United/United Express operated flightAs always, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie ***Corporate Customer Care Case ID: [redacted]

July 14, Dear Ms [redacted] : The Revdex.com has sent your correspondence to our attentionI'm very sorry you were disappointed with the schedule change As you didn’t include any ticket information, we aren’t able to offer a specific responseOur Customer Care department does handle post travel related concernsIf you need any assistance with the changes, it is necessary to contact Reservations at 1-800-UNITED-and our representative will do their best to assistWe want to deliver the schedule you need, but sometimes there are operational limitationsI apologize for the inconvenienceI have included the path below on our website, united.comI’m sure this will explain the policies surrounding schedule changes Home>FAQs and helpful information>Schedule changes Ms [redacted] , we appreciate your business as a MileagePlus member and look forward to welcoming you aboard your next flight Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr [redacted] : I am sorry for any misunderstanding that occurred in when making an inquiry about your milesWe received your information via the Revdex.com in reference to their case [redacted] United frequent flyer miles have an18-month expiration, some sort of activity must occur to reset the clock on the time limit Although, the accounts are for the most part self-managed accounts, we did heavily advertise the merger policies, the expiration policies, and post it on Important Notices on united.com Additionally, we send out two forms of notices when nearing expirations, one is a third-party magazine offer to keep accounts active by purchasing magazine subscription for as little as miles and the second is a regular notification Our records show you miles expired in Regretfully, we are unable to offer an exception to reinstate expired miles that have been expired for so long We recognize your disappointment and your membership with us, as a gesture of goodwill, I will deposit 10,miles into your accountPlease allow up to three business days for the miles to reflect I 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