United Airlines

Dear Ms***:Please accept our sincerest apologies for the inconvenience that you have expressedUnited's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time serviceWe are truly sorry we did not live up to that expectationWe regret you and Mr [redacted] were not notified when your Brussels to Newark flight changed and understand your frustrationWe agree this was not good customer serviceIn our ongoing effort to make service improvements your comments have been documented for internal review; we are committed to providing both of you positive travel experiences.While your request for Travel Vouchers comparable to a flight from Brussels to Newark or a refund of your Award tickets is appreciated, we must respectfully deny your request as this exceeds our goodwill compensation guidelines and we do not refund used ticketsHowever, we do realize the inconvenience you and Mr [redacted] experienced; Electronic Travel Certificates in addition to the E-Certificates you previously received will be sent in a separate email as gestures of our concernPlease allow up to business days for processing.We're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support We look forward to serving both of you again soon.Regards, James [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : I am sorry you are not happy with the baggage policies and would like a refund of your ticket I regret we are unable to refund your ticketI hope I can explain how the decision was made 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 portionsOnce again, I apologize and, if you need more information, just let me know I am sorry you did not see the embargo information on our website while making your reservation, here is a link to the information https://www.united.com/web/en-US/content/travel/baggage/embargo.aspx I regret we are unable to refund your ticket as the ticket you have purchased is a non-refundable ticket I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve Regards, Cindy [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Mr [redacted] : Thank you for your additional comments I'm very sorry we were unable to reach a mutual agreement and you feel the issue wasn't resolved In verifying our records, your ticket was issued through a travel agency, [redacted] I'm sorry to read that you did not find an available agent to assist you at the airport; however, our Reservations agents or our website are available to answer any questions you may have related to your travel, or making any changes to your existing reservation As mentioned in my previous email, for most international flights, ticket purchase, cheand boarding pass must be completed at least minutes prior to scheduled departureFor international travel, we recommend to arrive at the airport three hours prior to departure for required documentation verification, positive bag match, and security screeningsSeats are released for any customer who isn't at the gate at least minutes before you're scheduled to leave You asked us to review your request and we have done soAs a customer service gesture, I have authorized a refund of the unused flight segment, [redacted] , from San Francisco to Vancouver, on October 3, and will be voiding the travel certificate that was sent to you in my initial responseOur Refunds department will process a refund back to the original form of payment Please contact your travel agency for this refund The refund reference number is [redacted] Please allow business days for processing I have responded with care and concern, and I remain hopeful our commitment to addressing your concerns will retain your business and loyalty We are grateful for your business and look forward to welcoming you on board a future United Airlines flight Kind regards, *** [redacted] Corporate Customer Care [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 Sincerely, Shawn ***

Dear Ms***:Please accept our apology for the delay in receiving your [redacted] Gift Card that was requested but it takes longer to receive them via regular mail.The [redacted] Gift Card was fulfilled on August 24, 2016, so please allow the 5-business days from the date it was fulfilled.We appreciate your business.Regards, [redacted] Corporate Customer CareCase# [redacted]

Complaint: [redacted] I am rejecting this response because: Ireject because I cancelled this flt withing the hour period and was told to send a refund request days later they rejected it as this thru me out of the hr cancellantion period Sincerely, Richard ***

March 8, Dear Mr***: The Revdex.com has forwarded your correspondence to my attention We apologize for any confusion surrounding your upgrade request and ticket purchaseMileagePlus upgrade awards are capacity controlled and may not be available at the time of requestMiles and co-pay amounts will be deducted at the time of request or when you are place on the waitlistThis information is available on our published website, united.comHome > MileagePlus program > Use award miles > Upgrades overview > MileagePlus Upgrade Awards Mr***, we realize you would prefer to have an upgrade confirmed immediately, regrettably, we are unable to confirm your upgrade at this timeOur waitlist system is designed to protect the interests of our most valued customers, like yourselfWe will continue to monitor the flight and will clear the upgrade waitlist, if possible Due to your disappointment in this process you have requested a refund, and were advised this is not possibleThe ticket you purchased is non-refundable, and is sold with certain restrictionsUnrestricted tickets are also available upon requestAlthough more costly, an unrestricted ticket may offer a greater degree of flexibility We appreciate your business as a valued member of our MileagePlus program and look forward to welcoming you on board a future United Airlines flight Regards, Judith [redacted] Corporate Customer Care Case [redacted]

I regret that we are unable to assist you with this requestRegards, Mae [redacted]

Dear Toni [redacted] :I'm responding to a complaint forwarded to us from the Revdex.com.Thank you for contacting United Customer Care again.We are sorry you were dissatisfied with our response and current policy as outlined in our Contract of Carriage We have reviewed your request and support our original correspondence While no further consideration or refund will be forthcoming, please know your feedback and comments are appreciated While we cannot undo your experience, we hope you accept it in the spirit in which it was given and that we can move on in our business relationship.Refund exceptions are granted based on the inability to travel in the futureThe illness you described in your correspondence does not qualify for an exceptionYour ticket is valid for one year from the date of issue, and may be used toward the purchase of another United Airlines ticketIf the fare of the new ticket is higher than that of the original, you will be charged the additional amount, plus the applicable reissue fee when the new ticket is issuedOnce charged, you may submit a request to have the change fee refundedIf this reservation has not been canceled or if you wish to make a new reservation, please call 1-800-525-You can review our policies on United.com>Refund Policy: http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx.Thank you for your businessRegards, LeMarkus [redacted] Corporate Customer CareCase: [redacted] Tell us why here

Dear Fevzi [redacted] :I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear that you were charged for three checked bags on July 31, and you only had one bag and I apologizeI'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 again for letting me handle this issue I appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soon.Regards, Susan ***Corporate Customer CareCase: [redacted]

March 25, Dear Ms [redacted] : The Revdex.com has sent your response to our attention We regret you're dissatisfied with our responseYou asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionAs your ticket purchase was processed correctly following our guidelines and policies, we are unable to honor your request of a refundYou are able to use the value of your ticket for the period of one year from the date of issue, also in accordance with our published policiesAs a gesture of goodwill, we have sent you a $ [redacted] travel certificate that will assist with the future purchase as wellWhile I realize that the application of our policies and guidelines has not provided you with your preferred outcome, please be assured that we appreciate your businessRegards, Judith [redacted] Corporate Customer Care Case [redacted] Tell us why here

July 20, Dear Ms [redacted] : I am responding to a correspondence received from the Revdex.com (Revdex.com) It's always our goal to provide you with dependable and reliable service, and I regret the situations described in your letterWe appreciate you took time to share your thoughts about our services and your recent experience, on July 2, from New York/Newark, NJ to Miami, FL airport I received correspondence from one of our United Airlines Representative stating that you were contacted this morning, July 20, 2017, and your case was resolved with a $Visa Credit Card and $3,Electronic Travel CertificateWe hope this gives you a future opportunity to receive the service you deserve Ms [redacted] , we look forward to welcoming you and your family aboard a future United Airlines flight Regards, MrsElizabeth [redacted] Corporate Customer Care United Airlines UAL ID: [redacted] Revdex.com ID: [redacted]

Dear Mr [redacted] Thank you for providing the ticket numbersI was able to locate the second baggage fee ($35) and I'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.aspxI hope this takes care of your concern with the $baggage feeI appreciate you chose United for your travel; we look forward to welcoming you on board a future flight soonWith kind regards, Liliana ***Customer Care [redacted] *

Dear Ms [redacted] : I'm sorry your First Class experience didn't meet your expectations While I'm unable to grant your request as you were seated in the First Class cabin, the certificates were issued as a gesture of goodwillPlease be assured your feedback was passed on so we can continue to review our Premium cabin amenitiesOnce again, I apologize for not meeting your expectations.We hope you'll use the certificates to give us an opportunity to provide the service you deserveYou can always use the Electronic Travel Certificate as a discount on a new ticket for yourself, a family member or a friendJust give them the promotion code and PIN that's on the face of the coupon as it's non-transferrableIf you need more information, additional details were included with the certificatesWe appreciate your business and look forward to welcoming you on board again soon with UnitedRegards,Valerie [redacted] Corporate Customer CareCase [redacted]

Dear Mr***: Your recent message to the Revdex.com did not contain a ticket number or a doctor’s note As your request for assistance demands the attention of United Refunds, please be sure to submit your ticket information and doctor’s note online to United Refunds through United's website; the URL is as follows: www.united.com/refunds Under the section "Select a refund type," please be sure to "E-Ticket refund." The appropriate documentation needs to be attached to the refund request so please be sure to click on "Browse" to attach the document Information concerning "Documentation requirements and processing" is detailed on United’s website under “Refund request for nonrefundable tickets – unplanned event.” Thank you for your cooperation, Mr*** Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here

Dear Ms [redacted] :Please accept our sincerest apologies for the inconveniences that you have expressedUnited's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time serviceWe are truly sorry we did not live up to that expectation In an effort to please our leisure travel market, United Airlines offers excursion fares to all of our worldwide destinationsThese discounted tickets have a few restrictions, such as: · Advance purchase requirements · Capacity restrictions · Fees for modifications · Minimum and maximum stay requirements Our published terms and conditions are designed to balance the needs of customers with the business needs of our companyWe carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seatMost excursion tickets are non-refundable and a service charge applies for changing the time or date of travelService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsYou 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 itineraryWhile your request to refund your ticket is appreciated, we must respectfully deny your request as you purchased a non-refundable ticketFor assistance with future Travel Plans, please contact Reservations at: (800) 241-We realize this is not the outcome you were hoping for and we will strive to consistently meet your service expectationsWe aim to provide excellent service to all of our guests and hope you understand our policies are intended to help fulfill this objectiveThank you for choosing United and we look forward to serving you again Regards, [redacted] Corporate Customer CareCase: [redacted]

Dear Ms***: I am sorry to learn of your experience when booking online Since the confirmation number was not provided, I am unable to review the reservation If you were booking a reservation that included travel on another carrier, it is necessary to wait for confirmation of space from that airline prior to issuing the ticketsIn addition, the availability of our fares changes continuously as reservations are made and cancelledUnfortunately, we are unable to honor your requestNevertheless, your disappointment is understoodI am providing an electronic travel certificate as a goodwill gestureThe certificate is valid for travel on United or United ExpressYou will receive the certificate in a separate email within daysWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Dayna [redacted] Corporate Customer Care Case ID:

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and am responding with the requested information.Ticket Numbers (digits beginning with 016): [redacted] Frequent flyer number (if available):Flight Number: Original flight number I do not have access to, new flight number UA3557Flight Date: Original flight date 7/23/17, new flight date 7/24/17Confirmation number: [redacted] Sincerely, Jacelynn ***

Dear Mrand Mrs [redacted] : 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 Airlines.We are committed to providing excellent customer service and will make every effort to address your concernsTo facilitate our research, kindly reply to this e-mail with the information below and a brief summary of your request Passenger name (s): Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers: Approximate Departure Time: Origin: Destination: We look forward to hearing from you at your earliest convenienceWe appreciate your business.Regards,Lisa VentersCorporate Customer CareCase #

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 Thank you very much, and although it doesn't change the honeymoon flight mishap, we are hoping our future experiences will be better Sincerely, Eboni [redacted]