United Airlines

Dear Ms**: I'm very sorry we're unable to reach a mutual agreement and you feel the issue wasn't resolved While we won't be able to honor your request for a refund on this particular issue, and will consider this matter concluded, please know the feedback was sent onOnce again, we'll use your comments to review our procedures with your point-of-view in mindWe'll also make every effort to leave a better impression the next time you give us the privilege of serving you and delivering the experience you deserve As a gesture of goodwill, I have documented your reservations that we will waive the change fee when rebooking your tickets; however if there is any additional fare you will have to pay that when rebooking the ticket I understand and appreciate the loyalty you’ve given to usWe will always be grateful for your business and look forward to welcoming you on board a future United Airlines flight Best regards, Cindy [redacted] Corporate Custo [redacted]

Dear Mr [redacted] :The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn you erred when booking your ticket on May 28, 2017, and did not discover the wrong return travel date until June 20, United does maintain a 24-hour flexible booking policy which allows the flexibility to make changes to select reservations within hours of purchasing a ticket without incurring change fees if the purchase was made one week or more prior to the original scheduled departure flight As such, it is important that customers double check all ticket information when they receive their printed confirmation or email acknowledgment In this case, please understand that the cost to exchange your ticket is not refundable I hope this information is helpful when booking future travel.I am sorry for the delay of Flight on June 25, We are focused on delivering solid operational reliability, and your feedback will help us as we strive to meet this goal I am sending you an electronic travel certificate which will arrive separately via email within the next few daysThank you for your business, Mr [redacted] We look forward to providing you with a more positive travel experience Sincerely,Suzanne ***Corporate Customer CareUnited Airlines Case ID [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 me My wife I believe paid for the bag from Maui to Denver...I paid from Denver to Maui, you can credit either card or send a check, thanks for your help!Please follow up on this as well do it doesn't happen to other people Sincerely, Michael [redacted]

Dear Mr***: I was so sorry to read about what happenedWe value your feedback regarding the error in the booking between you and your wife's reservationsFrom what you describe, we failed to meet your expectations for providing good servicePlease accept my sincere apologies Rest assured that we want to do everything we can to ensure that your travel needs are metWe understand air travel isn’t always easy, which is why we continually focus on improving our products and services I spoke with our MileagePlus department and unfortunately they are unable to switch it because the flights have already been flownYour email clearly expresses your disappointment and I would like to extend a sincere apology for any negative impression that may have been createdWhile my reply is brief and not as detailed as I would like, please be assured that we do understand your concerns Mr***, you are a valued Premier Silver MileagePlus member and have made a significant contribution to our airlineIn appreciation for your business and loyalty, I will add bonus miles to your MileagePlus accountBonus award miles and other miles earned through non-flight activity do not qualify for Premier statusPlease visit united.com to verify your mileage balance within business days We certainly look forward to serving you again soonI am confident we will work hard to provide a level of service you have come to expect from United Airlines Regards, Markeia [redacted] Corporate Customer Care Case ID [redacted] Tell us why here

Dear Mr***: I'm so sorry you were downgraded on your recent flight You intended to comfortably travel in First Class and we weren't able to take care of this for you or offer you anything similar on the same flightIt's not the way you wanted to travel and I regret we couldn't meet your expectationsI'll make sure to pass along your feedbackIt helps us serve you better in the futureAt times, unforeseen events cause this issue to occurI apologize for any confusion As you are still traveling I am unable to request your refund so when you return home, please use the following link to request your refund of the difference in farehttps://www.united.com/web/en-us/content/reservations/refunds/refund.aspx We value your loyalty and look forward to welcoming you aboard another United flight Regards, Cindy [redacted] Corporate Customer Care Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 114***, and find that this resolution is satisfactory to me pending receipt of the refundThank you kindly for your assistanceI will await the refund check in 7-business days Sincerely, [redacted]

Dear Ms [redacted] : I'd really like to help you but I’m missing some details I need to review your request Try to provide as much of the following information as you can, along with a brief summary of your request Passenger name(s): Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers (digits beginning with 016): Confirmation number: Approximate Departure Time: Flight from: Flight to: You can find this information on your receiptI'll be happy to respond once I review the information you provide I appreciate you chose United for your travel and welcome the opportunity to assist youRegards, [redacted] Corporate Customer CareCase# [redacted]

Dear Mr [redacted] I regret you were not upgraded on your recent flight Our records indicate that your miles have been refunded as well as the additional $paid to upgrade the ticket Thank you for flying the friendly skies Regards, [redacted] Corporate Customer Care [redacted]

Dear Mr**:I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear about what took place when you tried to change your family's return travel date on your MileagePlus tickets and I understand your disappointmentI also understand your frustration that you were advised the infant ticket would be more expensive since your original flight was no longer available, and you were rebooked on [redacted] Air I realize you did not receive the help you expected or deserved when you spoke to several representatives during this stressful time and I am truly sorryAs a goodwill gesture I have issued you a $electronic travel certificate to offset the difference in fare you paid for the infant ticket The certificate will be emailed to you in a few daysThank you for being a MileagePlus member with us and have a nice day.Regards, [redacted] ***Corporate Customer CareCase: [redacted]

Dear Miss ***, I’m very sorry for the lengthy delay when you traveled to Charlottesville This must have been a frustrating experience for you I was also concerned to hear about the overall handling of the delay by our Dulles airport representatives, and the level of service offered when you spoke called us for assistanceOur representatives are expected to provide exceptional customer service and remain professional at all timesThere's never an excuse for the behavior you describedUnfortunately, since you used your tickets for outbound travel we’ll be unable refund your tickets I have placed notes in your reservation that should you wish to change your return to give you more time, the change fees and ticket service fees will be waived There may be a fare difference if the same fare you purchased is unavailable I know your time is valuable and understand your disappointmentWe want to continue serving your travel needs, so I’ll be send you, Austin, and Devyn an Electronic Travel Certificate with a greater value than what we are offering online Since we were unable to provide a hotel room, I will also send each of the three of you Visa Gift Cards The certificates and gift cards will be sent to your physical mailing address While we no longer offer a direct number for Customer Care, we do have a number available so that our customers can leave a message This number can be found under our contact information Your feedback is important to us and will be passed along for improvement We appreciate your patronage as a MileagePlus member and we are looking forward to welcoming you onboard when return from CharlottesvilleKind regards,Dana [redacted] Corporate Customer CareCase [redacted] Tell us why here

Dear [redacted] Thank you for contacting United Customer Care through the Revdex.com We are sorry to hear of the difficulties with your recent trip to Puerto VallartaIf a ticket has been partially used and a waiver is in place, the unused portion, may be applied to an alternate travel, per the rules of the existing waiver Please provide the ticket number beginning with [redacted] so we may review this issue If you have applied for a refund already, please provide the Refund Request ID If you have not yet contacted our Refunds department directly to make your request, please do so via the webpage united.com/refunds and enter the information to expedite consideration.We value all our customers and MileagePlus members We thank you for your time and patience and hope to see you on a future United flight.Regards, [redacted] Corporate Customer CareCase [redacted]

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your travel experience on October 21, We recognize how important it is to you to get to your destination on time, and we never want to disrupt your travel plans As with any airline, United's flight schedules are subject to change due to equipment changes, weather challenges or any number of operational issues We are focused on delivering solid operational reliability, and your feedback will help us as we strive to meet this goal The passengers of Flight were advised to visit our appreciation website in order to obtain a gesture of goodwillWe are sorry to learn you did not receive this information This offer was valid for days from the date of your flight and has now expired However, as a one-time exception, we will provide you with the electronic travel certificate for the flight problems you endured on October 21, The electronic travel certificate can be used to help offset the cost of a future ticket purchase with us, and you will receive the electronic travel certificate under separate cover via email within at least 48-hours We understand your experiences with United in the past have been disappointing, and we do hope you will redeem the certificate and give us another chance to regain your confidence in United Thank you for your patronage as a MileagePlus member, Ms*** We look forward to continue serving your travel needsSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID

Dear Mrs [redacted] :I am responding to the additional information you forwarded to the Revdex.comI am able to increase the mileage offer to 20,goodwill miles Those miles should be posted in a few days to your new MileagePlus account I will also void out the $travel certificate.Thank you for your continued patience and I hope your next trip is enjoyable.Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear Ms [redacted] :Thank you for taking the time to write In addition to the complaint you filed with the Revdex.com (Revdex.com), we also received three emails from you I regret we have taken longer than usual to answer your correspondence, and I apologize for the inconveniences you experienced as a result of irregular operations Flight from Los Angeles to Newark was delayed on June 14th The delay would have caused you to miss your planned connection to Belfast International Airport Please understand that we do work hard to minimize flight irregularitiesOf course the safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidableOur airports agents work diligently in accommodating customers on the next available flightWe have verified our records and I’m happy to learn you flew to Belfast City Airport as an alternate city, via London/Heathrow on Air New ZealandWhen you agree to alternate flight options, United is not required to provide a refund of the ticket or reimbursement of out-of-pocket costsYou indicated once you were rescheduled, wheelchair assistance was not providedFor future travel, please know that all customers who require mobility assistance must self-identify at every point during their travel This allows our staff to put a face with the name on the request in their reservation Also, we staff Complaint Resolution Officials (CROs) at all the airports that we serve A CRO is a disability specialist and customer advocate and is available upon request either in person or by telephone in the event of a disability service issueThe CRO will work to resolve the matter on the spot and in accordance with our policy A CRO can also be reached on our 24/Disability desk at 1-800-228- He or she can answer questions, address concerns and ensure our customers’ special service requests are properly documented in your reservation recordsYou indicated you did not receive wheelchair assistance once you were rescheduled on Air New Zealand As part of our Star Alliance partnership with Air New Zealand, certain requests must be handled by the operating carrierFor this reason, we have shared your correspondence with our colleagues there, and asked them to contact you as soon as possibleI was very sorry to learn there was a seating problem on your return flight from Newark to Los Angeles We always try our best to make sure you get the seat that you preferSometimes, we relocate passengers due to an aircraft change or other unforeseen reasonsRespectfully, denied boarding compensation is not required because your flight from Belfast to Newark was not oversold; however, as gesture of goodwill and in hopes that your next travel plan with us will deliver the seamless customer experience you deserve, I have authorized an electronic travel certificate (ETC) for you to use toward a future United Airlines ticket purchaseAdditional information regarding the ETC will be sent via a separate email in the next 1-business daysMs [redacted] , I sincerely apologize we did not meet your expectations and hope your next flight goes betterI appreciate that you, a valued MileagePlus member, chose United for your travelWe look forward to welcoming you aboard your next United flight.Regards,Tera ***Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care

Dear Ms**:The Revdex.com has forwarded your communication to usI appreciate the opportunity to respondI'm sorry to learn that you were disappointed when a $fee was collected to refund a non refundable ticket Your itinerary is confirmed once the reservation is ticketed That's when you get a confirmation number and we send your receipt, which includes important details about your tripAn email confirmation will also go out when you cancel a reservationPlease note, you booked multiple reservationsOne was booked on May 5, cancelled within hours of booking and the transaction was voidedThat was ticket number [redacted] A second ticket, [redacted] , was also purchased on May 5th but was not cancelledThe third ticket was booked on May 6th using award miles.An exception was made to refund the second ticket because the travel itinerary was the same as the award ticketThe ticket was refunded minus the $service feeThank you for your business and MileagePlus loyaltyWe look forward to serving you on your next United flight Best Regards, Maria ***Corporate Customer CareCase: [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because:June 19, PASSENGER: [redacted] / [redacted] TICKET(S): [redacted] REQUEST ID: [redacted] Dear [redacted] : We're sorry your travel plans changedWhile we can certainly understand your concerns, the Basic Economy fares are non-exchangeable and non-refundableWe regret our inability to assist you in this instanceThank you for choosing United AirlinesSincerely, United Refunds Check Refund Status FAX: ###-###-#### On June 15, 2017, I filed a complaint about not having a refund honored because of an involuntary schedule changeThe schedule change would have inconvenienced me to where I would not have been able to possibly make the flight change timeWithout the schedule change, my travel time the airport would have been hours, without the consideration of trafficThe agents repeatedly have told me United is sorry that my travel plans changed and that because I purchased a basic economy fare my refund will be non-exchangeable or non-refundableVery incorrectI did not change my travel plansPer the previous complaint, an agent mentioned that a refund was in process and the issue was resolvedI need to know will I get my refund or not? Also, the flight with the issue has disappeared from my reservation view list Sincerely, Efosa [redacted]

March 23, Dear Mr***: I am responding to your added communication addressed to the Revdex.com I again regret if you were not advised of the restrictions of the tickets you purchased and that there would be a fee associated when changing the tickets I must reiterate; however, the Terms and Conditions of each ticket we issue are listed on the ticket and it is the customers’ responsibility to know the policy of the tickets they purchase And, unfortunately, without submitting the required documents, we are unable to waive the change fees associated with the ticketsWe appreciate your understanding the importance of enforcing our policies and procedures to ensure consistency and fairness to all our customers Mr***, I'm sorry we were not able to assist you with a resolution you felt was acceptable, and we again apologize for any possible misunderstanding We appreciate your business and look forward to welcoming you onboard a future United Airlines flight Regards, Nancy [redacted] Corporate Customer Care /

Dear Mr***: We have received your complaint filed with the Revdex.comI have requested your bag receipt be sent via emailThank you for flying the friendly skiesRegards, [redacted] Corporate Customer Care [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because:this doesn't even address there issues, this was not about a delayed flight Sincerely, Jae **

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines’ Customer Care Department, and we are truly sorry for the difficulties you experienced with redepositing the award miles redeemed for Ms [redacted] ***’s unused award ticket into your MileagePlus account We submitted Ms***’s award ticket information to our MileagePlus Service Center and they redeposited the miles into your MileagePlus account; the miles now appear on your MileagePlus account statement If you should have further questions or concerns regarding your MileagePlus account, please do not hesitate to contact the MileagePlus Service Center via the website at www.united.com/contactMPAnd as a gesture of our concern for any inconvenience you experienced, we would like to credit your MileagePlus account with 7, MileagePlus miles which are valid for future award travel Please allow at least business days for these miles to post to your MileagePlus account In the meantime, your patience is appreciatedThank you for your support as a MileagePlus member, Mr [redacted] We look forward to continue serving your travel needsSincerely, [redacted] Corporate Customer Care United Airlines Case ID [redacted]