United Airlines

Dear Ms***:I am responding to your complaint filed with the Revdex.com regarding your December travel.I regret that you did not get the seats you and your husband on your recent flights, and sincerely apologize for any inconvenience this may have caused you We do our best to accommodate individual seat requests, but unfortunately, due to potential operational changes, we are not able to guarantee seat assignments Advance seat assignments are offered as a courtesy to our customers, and we hope to be able to do so for you in the future In appreciation for your feedback and as a gesture of our apologies, a $electronic travel certificate will be sent for each of you within to business days.Ms***, we appreciate your support as MileagePlus members and look forward to welcoming you on board a future United Airlines flight.Kind Regards, [redacted] Corporate Customer CareCase [redacted]

Dear Ms [redacted] : Your correspondence with the Revdex.com has been forwarded to my attention for review Please accept my apologies, along with those previously offered by my colleagues, for the flight delay that caused you to miss your connection to San Diego Unfortunately in our line of work we do encounter necessary delays in order to ensure the safety of our passengers and crewWe certainly recognize how disruptive this can be to your already busy schedule and do our best to minimize the impact this can have on your travel plans I understand that you are also unhappy with the $travel certificates issued to youThe gesture of goodwill provided was meant to be a more tangible expression of our resolve to do better the next time you travel and we hope you accept it in the spirit in which it was given Ms [redacted] , despite the negative experience, your business is important to UnitedWe're committed to meeting your expectations, and we'll do our utmost to make your future contacts with United satisfactory in every respect Best regards, Mary Beth [redacted] Corporate Customer Care Revdex.comCase ID: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Dear Mr [redacted] Your correspondence with the Revdex.com has been forwarded to my attention Please accept my apologies for the disappointing travel experience you had with usAs you know, we never intend to disrupt our passengers' travel plansOf course the safety and well-being of our passengers [redacted] crew must always be our first priority so some delays are unavoidableWe don't question the inconvenience this caused you and the feelings of frustration that resultedFrom what you describe of your delayed flight, delayed bag, and inflight experience, we didn't live up to your expectations or ours, and I'm very sorry While I can't undo the frustrating circumstances you experienced, I am sending an electronic travel certificate in a separate email which will arrive in 2-days as a gesture of our concernI hope you are able to use the certificate and give us an opportunity to provide the service you expect and deserve from United AirlinesAdditionally I have deposited goodwill miles into your MileagePlus account Mr [redacted] your business and satisfaction are especially important to usWe 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 again Regards, [redacted] Corporate Customer Care Case: XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, we wish to the extent possible to bring about ending using your common carrier service with usObviously, on some cases we will not be able to find another airline to fit our needsBut to the extent possible we do not want to be with your rude and unfriendly flight attendantsNot all but a substantially greater percentage than any other airplane serviceSimply stated rudeness of your employees is not acceptable, even if you are a union and even if you work in a monopoly industry We do not want the 5,miles, rather we want the value in cash of the 3,miles you shorted me on the last tripI purposefully cashed in my miles so that one of your employees could not sabotage my mileage account like the last time I complained about your companyI had to buy some miles for $a few days ago, so I could purchase my last international flight with United - to the extent possible A $travel certificate for $1,of damage is not acceptableFirst, I don't want to use your airline as it is horrible as previously discussed Second your settlement is completely ridiculous for the damage involvedBasically, insulting but so is your airline Finally, your e-mail mentioned that you did not meet my expectationsI have come to expect a "D" of customer satisfactionIt is only when you dropped to a "FFF" that I complained Final Business Response / [redacted] (4000, 10, 2015/07/31) */ Dear Mr [redacted] I 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 decisionThe certificate was not intended as compensation to off set the miles you purchased or your out of pocket expensesIt was offered strictly as a goodwill gesture Mr [redacted] I have been in communication with our Baggage Resolution department and we kindly ask you to please submit a claim form via email for your expenses to [redacted] @united.comThe form is available at http://united.com/claimform Please know, your business and satisfaction are especially important to usWe 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 again Regards, [redacted] Corporate Customer Care Case: XXXXXXX

Complaint: [redacted] I am rejecting this response because management simply falls short in its ability to "re-accommodate customers", similar to the poor handling of the United passenger being dragged off a flight at Chicago's O'Hare airport. These are not isolated incidents, but a failure on management's part to proactively intervene on a growing systemic problem of re-accommodating customers. The travel certificate offered ($100) does not even come close to compensate me for the additional food I had to consume at the airport awaiting for my flight, which was delayed 3 times, dry-cleaning costs for having soaked my business clothes in my own sweat since we waited in a cabin with no air conditioning for over an hour, and rearrangement of pick-up services for my scheduled arrival at [redacted] International Airport. We arrived at our destination at 3:00AM ET Friday morning. Sincerely, [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to provide assistance The “Save 20% on roundtrip MileagePlus Saver Awards to Hawaii” offer provides a discounted roundtrip Saver Award at a cost of 36,miles as opposed to the regular cost of 45,miles This special offer is available to all MileagePlus members, and note that the award ticket must be booked by 11:p.mCST on December 8, I have provided the URL for your convenience; the URL is as follows: https://www.united.com/web/en-US/apps/mileageplus/promotions/registrationDetails...⇄ [redacted] If you need further assistance with navigating united.com, please do not hesitate to contact Web Support via email at [email protected] appreciate your support as a Premier Gold MileagePlus member, and we look forward to continue serving your travel needs in Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because: I need more clarification of the e ticket amount and how they came to the determinationI continue to be disappointed even with the way they (united airlines) are handling my response as if I'm a number and not an actual customerMy family continues to discuss the mishandling and miscommunication they we experiences that caused us to deal with extra stress in order to get to Chicago via United AirlinesI would like to trust them but they are making it quite difficultI have not spoken to anyone that can clarify, constantly redirected to email Sincerely, Kathy [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, Jannese [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. I appreciate your help in resolving this matter. As previously explained I tried to go through United Airlines Customer Service Department and I they blamed their mistakes on weather. I thank you again for your dedication to the consumer. Sincerely, John [redacted]

Dear Ms***: On behalf of United Airlines, I want to apologize for the inconvenience you experienced as a result of the delay of [redacted] flight, ***Please understand that we do work hard to minimize flight problemsOur goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priorityFlight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a resultUnfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis I realize how disappointing it must have been to miss your connecting flight, and I regret your travel plans were interruptedWe cannot always delay scheduled departures, but we do our best to accommodate late-arriving customers when the operation permitsOur ground staff is available to help with rescheduling and amenities during these unexpected situations Ms***, you are a valued MileagePlus member and we appreciate your businessIt is never our intent to inconvenience our passengersAs a goodwill gesture, I will send you and your mother a electronic travel certificate each to be used toward a future ticket on UnitedThe terms and conditions of the certificate will be sent from a different email address within 3-business days We look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Corporate Customer Care Case ID [redacted]

Dear Ms [redacted] :I am responding to the correspondence you forwarded to the Revdex.com I'm sorry about what happenedI realize there are times when situations come up and you have no choice but to rearrange your travelTo remove some of your worries, I will refund the two $change fees you would normally pay on this type of ticket as a one-time exceptionJust email me back the two ticket numbers through the Revdex.com Website after you pay the fees and I will process the refundsHowever, if there is a difference in when you book your new travel plans those fees are non-refundableI appreciate you chose us for your travelOn behalf of our United family, we look forward to welcoming you aboard your next flight.Regards, Susan ***Corporate Customer CareCase: [redacted]

Complaint: I am rejecting this response because: it will cost me $1,in fees to change these flightsAm I not able to submit the court order FIRST, in order to have these fees waived, and then order the tickets? Again, I was not notified about this charge when I first rescheduled the flight, so I would appreciate your mercy in this issue Sincerely, Rob ***

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 meI appreciate the prompt response from both the Revdex.com and United Sincerely, [redacted] ***

Dear Mr***: I'm sorry you're disappointed with my response My intention was to show you I understood your concern and let you know I'm sorry about the confusion with your ticketI didn't mean to create more frustrationI've taken another look at your situation and am depositing an additional 30,bonus miles to help offset the cost of new ticketThank you, again, for letting me take care of this for you We're listening more than ever and working hard to be your airline of choiceI appreciate you helping us get there On behalf of United, we look forward to welcoming you aboard your next flightKind regards, [redacted] ***Corporate Customer CareCase [redacted]

July 15, Dear Mr***: The Revdex.com has forwarded your correspondence to our attentionI'm very sorry we didn't get you to your destination as scheduled You should be able to count on us for reliable, on-time performance and I'm disappointed we didn't meet our mutual expectationsWe want to be your airline of choice, and from what I read, we have some work to doWhile I'm unable to honor your request for free travel or hotel accommodations, I would like to send you a gesture of goodwillI have sent an Electronic travel Certificate that may be used for a future travel on United or United Express(You should receive it in a few days in a separate email) Our airports provide amenities for an overnight stay when the flight situation is within United's controlThe voucher for food is expected to help offset the cost of a meal purchase and I am very sorry the hotel did not meet your expectationsI have sent your feedback to our Operations team to be reviewedMr***, I do apologize for any confusion regarding reimbursement and hope your next trip goes smoother We value your business and look forward to welcoming you aboard another flight on United Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

Dear Mr***: I apologize for the difficulty you encountered booking online with your gift certificate Please keep in mind the certificate is valid for United/United Express flights only The terms and conditions is that you book the travel online, therefore the reservation agents are not able to book the travel for you They can contact the Online Help Desk for assistance to help you book the travel online The gift certificate is non-refundable Enclosed is the link and terms and conditions of the Gift Certificate for your review Gift Certificates are nonrefundableGift Certificates are issued in U.Sdollars onlyGift Certificates are valid for five years after the date of purchaseGift Certificates can be used for air travel purchases, including tickets, taxes and surcharges, made on united.com onlyGift Certificates cannot be used toward checked baggage service charges or non-ticket purchases, including but not limited to Economy Plus®, Premier Access®, Award Accelerator®, Premier AcceleratorSM and Personal Miles®Valid for use on flights operated by United and United Express® onlyThe Gift Certificate will be applied to the total price of the airline ticket(s) in any one transactionOnly one Gift Certificate may be used per transaction for the purchase of airline ticketsIf the full amount of the certificate is not used for a transaction, you can use the balance toward the purchase of another ticket within the original validity periodThe certificate will be null and void if its remaining value is less than USD If a purchase made using a Gift Certificate qualifies for a refund, the requested refund will be credited back in the form of an electronic travel certificateThe electronic travel certificate is valid for one year from the date when the electronic travel certificate is issuedNot valid in conjunction with any other programs, such as MileagePlus award travel and United GroupsValid with any fare types (including united.com Specials and eCertificate redemptions)Cannot be used in conjunction with an electronic travel certificateMileage accrual is allowed in conjunction with applicable fare rules for the ticket being purchasedPurchases made with a Gift Certificate do not count toward Premier® qualifying dollars for Premier status qualificationGift Certificates are fully transferrable until redeemedHowever, Gift Certificates may not be sold by anyone other than UnitedAny Gift Certificate sold by a party other than United is void, and United reserves the right to take any or all of the following actions in connection with a third-party sale of a Gift Certificate: 1) invalidate the Gift Certificate and associated ticket; 2) cancel any remaining portion of the traveler’s itinerary; 3) refuse to board the traveler or carry the traveler’s baggage; 4) assess the traveler for the actual value of the ticket; 5) delete miles in the traveler’s MileagePlus account or take any other action permitted by the Rules for MileagePlus Program; and 6) take legal action against the traveler or third-party seller of the Gift Certificate https://www.united.com/CMS/en-US/products/travelproducts/Pages/GiftCertificates....⇄ hope this information if helpfulWe appreciate e your business and hope to see you on a future United Airlines flight soonRegards, Rosie [redacted] Corporate Customer Care

Dear Mr [redacted] :I am responding to your complaint filed with the Revdex.com.I'm so sorry you were not allowed to chefor your flightI can imagine your disappointment since you were looking forward to this tripWhen you arrive for check in, we check your travel documents to be certain that you meet each country's legal requirements for entryI sincerely apologize there were no other options that we could offer, and for any miscommunication regarding the required travel documentation needed for your flightsNeither of us wants something like this to happen to you againIt's best to verify current document requirements with the nearest consulates of the countries to be visitedIf you have a U.Spassport, a good source of visa information is on the U.SDepartment of State's Web site at travel.state.gov under Country InformationWe'll also work internally to provide better options and recovery process for affected customers.In addition, I'm sorry you were disappointed with our employee's serviceThanks for bringing this matter to my attention, as your comments help identify training and focus areasWe want to be a reliable airline that's earned your respectThe honest feedback helps us meet that goalThese non-refundable tickets were purchased onlineWe are unable to honor your request for a refundHowever, as a one-time exception, I've authorized a change fee waiver you would normally pay on this type of ticketYou'll just need to call one of our reservation agents within one year of your ticket's original date of issue (5/4/17) and they'll be happy to assist you with your changesThe documentation is in your reservation number: [redacted] Any airfare difference will apply.It’s always a pleasure to serve your travel needsWe look forward to serving you again soon.Regards,Dayna [redacted] Corporate Customer CareCase ID: [redacted]

Dear Ms [redacted] : Your correspondence addressed to the Revdex.com has been forwarded to my attention Again, I apologize for the poor travel experience you had with us on January 16, I was sorry that you were not allowed to board UAfrom Aspen to Chicago as scheduled Our records indicate that you were not "Involuntarily Denied Boarding" because of oversalesThis flight was in an "overweight" situation and in fact departed with eight open seats Regrettably, you are not entitled to the Denied Boarding compensation of $I do realize the inconvenience we caused you by getting you into Boston hours later than originally scheduled, that is why we sent you the $electronic travel certificate I do hope that you are able to use it and give us an opportunity to provide the service you expect fro United AirlinesMs [redacted] despite the negative experience, your business is important to UnitedWe're committed to meeting your expectations, and we'll do our utmost to make your future contacts with United satisfactory in every respect Best regards, Mary [redacted] Corporate Customer Care Case ID: [redacted] KANA [redacted] Revdex.com [redacted] Tell us why here

Dear Dr**:I am responding to your complaint filed with the Revdex.com.Please accept our sincere apology for the issues you have encountered in trying to book a Mileage Plus ticket for your daughter I understand how frustrating and confusing the mileage plus routing specification can be I see you’ve been in contact with several of my colleagues that have explained the routing you are requesting, connecting via Beijing several times, is not permissibleWhile I cannot change the rules applying to the routing, I do see additional miles were credited to your Mileage Plus account which will hopefully assist with getting a reservation booked.Our reservations agents are ready to assist you with future reservations: • U.S./Canada: 1-800-UNITED-( [redacted] )• All others: https://www.united.com/web/en-US/content/contact/reservationsMr**, I appreciate that you’re choosing United for your business and loyalty.Best Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I contacted United Airlines multiple times to apply the voucher, but they have not done so. Now you are requesting that I contact the same individuals again? This only prolongs the problem.I have an upcoming trip in February and have asked you multiple times to apply the voucher to that trip, but no one is doing so. You are not letting me apply the voucher, and are playing the game of bait and switch. United keeps telling me to contact different departments to apply the voucher and the next department asks me to contact another. You are doing the same thing here. Sincerely, Ankit [redacted]

Dear Ms***: I am sorry your ticket took so long to ticket Our records indicate that your ticket is issued and I have sent you another email confirmation of your ticketIn review of your ticket, the reason it was not ticketed was your credit card had been declined when you originally tried to purchase the ticket Thank you for your business as a MileagePlus member Regards, Ms [redacted] Corporate Customer Care [redacted] Tell us why here