United Airlines

Complaint: I am rejecting this response because: First of all you booked me on a flight that Air Newzeland said was an illegal flight to begin with you got me to my destination 101/hours after I was supposed to get there, and an airport I did not want to be going to, I wanted to wait until the next day, and was told that flight was full You tried to cover your as, with booking me on an illegal flight that Air Newzeland said was an impossible and illegal flight, that is why I have now filed my complaint with the DOT, your response is totally unacceptable to me, and I am forwarding a copy of your response to them as well Not only that even on the flight you booked me on it was arriving 51/hours late never mind the further delay that ended up to be 10/1/ Please see the rules for such flights and compensation to passenger below.If the airline arranges substitute transportation that is scheduled to arrive at your destination between one and two hours after your original arrival time (between one and four hours on international flights), the airline must pay you an amount equal to 200% of your one-way fare to your final destination that day, with a $maximum[redacted] If the substitute transportation is scheduled to get you to your destination more than two hours later (four hours internationally), or if the airline does not make any substitute travel arrangements for you, the compensation doubles (400% of your one-way fare, $maximum) Sincerely, Josephine [redacted]

Dear Mr [redacted] :I am responding to your communication sent through the Revdex.com.I have forwarded your refund request to Customer Refund Services for review and considerationYour request will be viewed and handled to conclusion within daysYou can check the status of your refund request on www.united.com/refundsYour refund request Id number is [redacted] & [redacted] for ticket [redacted] & [redacted] Meanwhile, your continued patience is appreciatedRegards, Lilia [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 Thank you for your assistance in this matter Sincerely, [redacted]

Dear Ms***: I am sorry you were not aware that if you do not use your ticket in the order to which it is purchased it will have no valueI understand extenuating circumstances prevented you from canceling your reservation prior to departure, resulting in your ticket having "no value" statusOur reservation agent was following United Airlines policy when he/she advised your ticket was no longer validWhen you purchased your ticket you agreed to all the terms and conditions of your ticketBy not traveling on your originally scheduled flight the ticket was then cancelled per the rules of your ticketAlthough I am unable to refund the additional fare paid on your ticket ($186.40), we have made an exception to restore your ticketPlease know when you rebook travel there is a change fee of $will be collected when you rebook the travelWhen you are ready to rebook your travel please use confirmation, [redacted] and remember the ticket is valid one year from date of issue so you would need to rebook your travel by April 6, Thank you for flying the friendly skiesRegards, Ms [redacted] Corporate Customer Care [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because:That's incorrectI called my credit card company and they confirmed the amount was not refundedThere are actually two transactions and refunds needed and both were not refunded (both credit card companies confirmed there is no refund).I've already complained to Revdex.com about thisEither your company is very disorganized or you're taking advantage of customers who don't check their statements for refundsI'm sure this isn't the first time Sincerely, [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, PROVIDED that I receive a refund of approximately $198, half the cost of the roundtrip ticketUnited's response did not specify the amount of the refund Sincerely, [redacted]

Dear Ms***:I am responding to the correspondence you forwarded to the Revdex.com I'm sorry to read about your flight delays on May 14, I can only imagine how it affected your plansI'm sending you a $Electronic Travel Certificate, which should arrive via email in the next few daysI'll also send on your feedback, so we can review our processesThere are times when maintenance or other issues impact safetyWe make sure these are resolved before we departWe're working hard to improve our recovery in these situations and provide the customer experience you deserveThank you for your business and loyaltyWe look forward to seeing you on your next United flight.Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : The Better Business Bureau has forwarded your correspondence to my attention Your email clearly expresses your disappointment and I would like to extend my sincere apology for the impact this had for your wedding Please provide the following information so that I can have our Baggage Resolutoin Department research this matter further and assist with interim expenses: Flight Number:Flight Date:Ticket Numbers:Approximate Departure Time:Origin:Destination: I would also like to provide you with compensation Once I recieve that information, we can proceed We appreciate your business and hope to be able to serve your travel needs in the future Regards, Melinda [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] : Again, I offer my apologies for the poor treatment you received from our gate agents, when they realized that your daughter's ticket booked through Costco, had not been paid for I understand that there was no time to resolve the issue in time for you to board the original flight and you had to be rebooked for a later flight My colleague forwarded your concerns to the station manager for internal review with our staff members I do hope that you are able to rectify the matter with Costco Travel and I hope you are able to use the travel certificates issued previously and give us an opportunity to regain your trust and confidence Mr [redacted] , your comments indicate that we must remain focused on customer service so we may continue as your global carrier of choice It is always a privilege to serve you and we look forward to our next opportunity to welcome you aboardBest regards, Mary Beth [redacted] Corporate Customer Care Revdex.comCase ID:

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, Kendra [redacted]

Complaint: [redacted] I am rejecting this response because: The difference in price of what United representative over the phone stated was approximately $400+The certificates they gave amount to $I would accept if they gave the total $difference or allow me to cancel with full refund of one of the passenger ticket for this booking Sincerely, Haren [redacted]

Dear Mr***:I regret your disappointment with our published ticketing policies and any confusing information you may have receivedI hope I can offer some assistance regarding your ticket You chose a ticket type that had associated restrictionsSome rules apply to all tickets such as; tickets must be used in order, and reservations must be cancelled prior to departure, etcDepending if changes are permitted, you have one year from the issue date to change or reschedule and still keep the ticket value, however, the ticket is non-refundable We want you to be aware of any fare rules so that you don’t lose the cost of your ticketThe restrictions were listed when you chose your travelPlease feel free to speak with our Reservations specialists for future optionsMr***, while I am not able to honor your request, I have sent you a $Electronic Travel Certificate which will arrive via email within a few daysI hope you will apply the certificate to future travel and experience a relaxing flight We appreciate your business as a MileagePlus member and look forward to serving your future travel needsRegards, [redacted] ***Corporate Customer CareCase [redacted]

Complaint: [redacted] I am rejecting this response because: This is the same auto message I received once beforeI paid for my sons assigned seat to be next to usI even called United and they told me it was policy so when I was mid travel I find out United does not care Sincerely, [redacted] ***

Dear Mr [redacted] : We were very sorry to hear that our inflight entertainment system did not work properly on your recent flight from Newark to Los AngelesWe recognize that any kind of equipment malfunction will impact your overall perception of the quality of our product and servicesWhen we discover a maintenance issue, we try to resolve the situation as quickly as possible, but it is not always possible to complete the repair prior to a flight departure You contacted us and a complaint was filed on your behalf in addition to issuing you a $electronic travel certificate I regret your disappointment in our goodwill offeringPlease understand United uses a tiered model when determining goodwill considerations and reviews our guidelines annually to make sure that they are properly aligned to several determining factors and to the satisfaction of all our valued customers Based on this criteria, we are unable to issue the additional goodwill you are seeking Our intentions are to offer you a balance of valuable options that are easy to redeemI hope you will accept the travel certificate in the spirit we intended Unfortunately, we are unable to provide a refund of your ticket as transportation was providedWe appreciate your business and hope to have the pleasure of welcoming you aboard again soon LaRece [redacted] Corporate Customer Care Ezcare case #

Dear Mr [redacted] :Thank you for contacting us through the Revdex.com.We appreciate your feedback regarding fare rules and restrictions We are sorry you feel the rules of your fares were not adequately communicated to you however purchasing a ticket is the equivalent of accepting its fare rules and restrictions For future reference, if you have any questions regarding a fare and its limitations, please contact our Reservations desk directly at (800) UNITED-for assistance and information United offers many different types of fares to meet your travel needs Regardless, please know we continually seek ways and input from our customers to improve our service and will forward this concern to our management team.Please be assured that providing our customers with a great product, an up-to-date fleet, superior customer service and an unrivaled customer experience is our vision for the expanded network and global presence of the new UnitedThese growing pains from such a massive undertaking, however difficult, will ultimately benefit all our passengers in terms of more efficient services, processes, and expanded choices.We thank you for your patience, business and loyalty We’re always glad to hear from our customers and MileagePlus members and thank you for flying the friendly skies.Regards, [redacted] Corporate Customer CareCase ID [redacted]

Dear Ms [redacted] : I'm sorry for any misunderstanding with the extra fee your mother was charged at the airport for checking in a third bag Based on your email I understand your mother planned to carthe third bag, in addition to the in-cabin pet she paid forUnited is committed to ensuring that our customers with disabilities have access to the same facilities and services available to all other customersWhile I respect your perception that the service your mother received was unsatisfactory, I must conclude that discrimination against her disability was never the issueCustomers (with disabilities or not), are not exempt from the same baggage regulation should his/her bag(s) not meet the size requirementsAny discrepancy concerns must be resolved at the airport While the charge holds true with our baggage policy and the service provided, I want to help take care of this issueI'll send your mother a $electronic travel certificate to offset the excess bag feeThe certificate will be emailed to you within a few daysYour concern with the agent being rude will also be reported We value your business, and thank you for being a member of our MileagePlus program Regards, Enedina [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care Case: [redacted]

Dear Mrs [redacted] :I sincerely apologize for your recent travel experience with United Airlines I do see that MsBrown was able to assist you with explanations of our contract of carriage as well as offer you and your husband electronic travel certificates as a gesture of goodwill.It is important to know that United Airlines is not required to offer any compensation for any flight issues or customer service issues other than a denied boarding situation which is due to an oversold flightI am happy to see that MsBrown read your complaint and responded in the manner in which she did Mrs [redacted] , United Airlines does appreciate your business and we look forward to serving you and your family on your next United flight.Regards,Sheila [redacted] Corporate Customer CareCase

Dear Mr***: I have received your reply in regard to the Revdex.com Complaint # [redacted] Thank you for providing the additional information about what you believe happened at the airport I'm very sorry we're unable to reach a mutual agreement and you still feel that the issue wasn't resolved after you were issued 7,bonus MileagePlus miles in response to your original complaint to our department and $Electronic Travel Certificate after we replied to your concerns reported to the Department of Transportation While we won't be able to honor your request for further compensation on this particular issue, please know the feedback was shared with appropriate stakeholdersWe'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 I understand and appreciate your loyaltyWe will always be grateful for your business and look forward to welcoming you on board a future United Airlines flight Regards, Candance [redacted] Corporate Customer Care Case [redacted]

Dear Mrs [redacted] :Your connecting flight that you both were rebooked on which was UAwas recorded as minutes delayed upon arrival into Washington I regret that you were advised that your checked in bags were left off the aircraft and would be delivered to your home the following day by noon It is disappointing to hear that each time you contacted Baggage Resolution that you were advised of a different story and it took your husband to go to the airport to pick the bags up on Tuesday.Your detailed information will be added to your case file and forward to our Baggage Resolution office for review.Yes, please do file a police report if your stating that your Fendi watch is missing from your baggage.As a goodwill gesture, I have authorized a travel certificate for you and your daughter Lindsey *** due to your dlayed baggage The certifiates will be sent to your email address within 24-hours.United does appreciate your business.Regards,Sheila [redacted] Corporate Customer Care Case [redacted]

Dear Mr [redacted] :I can understand your disappointment with the loss of your niece’s cell phone, and I am sorry for this unfortunate experienceRegarding your reimbursement request, United does not assume responsibility for unchecked personal property left at the airport If found we will try to return them, but I am sorry we are unable to make up for your lossWe would be happy to cooperate with your personal insurance agent to provide information about your travel with us.Please understand that United's liability for a customer's missing articles covers items included only in checked luggage on all domestic routes and unchecked luggage on international flights.Regards, Lilia [redacted] Customer Care Manager [redacted] & [redacted]