United Airlines

Dear Ms***: I’m responding to a complaint forwarded to us from the Revdex.com.Thank you for contacting United Customer Care againWe are sorry you were dissatisfied with our response and goodwill gesture We have reviewed your request and support our original correspondence While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated After further review, we again found that United Airlines complied with all of the applicable regulations at the time of your flight and the Terms and Conditions of the ticket your purchasedOur records indicates you agreed to the Terms and Conditions before submitting you payment Please go back to read those Terms and Conditions for your record and review.We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, LeMarkus ***Corporate Customer CareCase: [redacted] Tell us why here

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, Arnold ***

Dear Ms [redacted] : I'd really like to help, but I'm missing some information If you could fill out the below areas and include a brief summary of your request, I'll look into itThis information is on your receipt: • Passenger name(s): • Frequent flyer number (if available): • Flight number: • Flight date: • Ticket numbers: • Confirmation number: • Approximate departure time: • Flight from: • Flight to: I appreciate that you chose United and look forward to helping you soon Regards, Ms [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Ms***: I’m sorry to hear about your experienceI am sorry to learn you had trouble when trying to understanding hw the miles are calculated on our websiteOur intention is to make information easily accessibleYour comments are important to United and will be useful in our ongoing efforts to make your experience online as streamlined and as simple as possibleWe value your feedback regarding you being given two different incorrect answersFrom what you describe, we failed to meet your expectations for providing good servicePlease accept my sincere apologiesRest 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 Your 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 concernsMs***, you are a valued MileagePlus member and have made a significant contribution to our airlineIn appreciation for your business and loyalty, I will add bonus miles to both of your parents MileagePlus accountsBonus 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]

Dear Mr**:We again are sorry for the difficulties with your flights and our agents Please know your comments in your previous email were noted and will be followed up by our management team Direct customer feedback about our products and services is so important in helping us to improvePlease 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 informed.I'm sorry we didn't get you to your destination when we promisedWe didn't deliver the comfortable travel experience we're committed to providingPlease accept my sincerest apologies for not meeting your expectations or our goals While unable to undo this experience, we previously provided goodwill and hope to win back your trust.We thank you for your business as a loyal customer and 1K MileagePlus member.Regards, Joe [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] : Thank you for the concerns that you’ve expressed via the Revdex.com Please accept my deepest sympathy and condolences for the loss of your MotherWe are very sorry to read that your flight did not operate as scheduled.We are committed to providing excellent customer service and will make every effort to address your concernsIn order to facilitate our research and respond to your claim, kindly reply to this e-mail with the following ticket information: Confirmation or Ticket number: Flight Number: Flight Date: Origin: Destination: Thank you for your patienceWe appreciate your business and look forward to welcoming you on board a future United Airlines flight Kindest regards, Leyly [redacted] Corporate Customer Care

Complaint: [redacted] I am rejecting this response because: At least $of these "miles" were purchased with money by me I think it is awful that my earned miles were taken away, but I believe UA should be responsible for reimbursing me the cash I paid them for the miles This is stealing, plain and simple If I cannot get my money back/refunded, then I would like this complaint to at least be official so that other hardworking people do not get screwed over This should be illegal Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Dear Mr[redacted] I'm responding to a complaint forwarded to us by the Revdex.com We are sorry for the inconvenience you experienced during your August return from Newark Direct customer feedback about our products and services is so important Please accept our sincere apologies for the difficulties you encountered attempting to check in for Flight Ticket coupons must be used in the order they are issued otherwise our system [redacted] automatically cancel the reservationI'm very sorry for any oversight after your original ticket (XXXXXXXXXXXXXX) was exchanged for your new ticket (XXXXXXXXXXXXX) that prevented the system from canceling your returnWe are doing a number of things to improve customer service and make our processes more efficient, including investing in comprehensive training initiatives for frontline employees To ensure our customers have a first-rate experience when flying United, we must make sure that we communicate effectivelyWe realize there is opportunity for enhancement in this areaThis year we are putting in place a number of tools and procedures that [redacted] substantively address these goals this is all a continuous fine-tuning processWe are consistently aligning service standards of 80,professional women and men around our company Unfortunately, we are unable to honor your request for a refund of the $The additional fare of $to your original ticket for $is a valid chargeAs a tangible expression of our apologies, a $electronic travel certificate [redacted] be sent to you within to business days Mr [redacted] , we appreciate your support and are working hard to provide the optimal service you deserve Kind Regards, [redacted] Corporate Customer Care Case XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not debating the $difference in tickets that I paid after missing my 1st let of the flight or even the $fee (which is outrageous) that United charges to change flightsMy flight was cancelled without my knowledgeYour customer service agent admitted it was an agent error and then charged me $for my return ticketI bought a $round trip ticket that cost me $in the endThat is astounding to meI admit I made a mistake by missing my first flight but I called you guys and paid a lot of money to correct my mistakeThen you guys made an admitted mistake, by not informing me that I didn't have a flight home , and I still had to pay $The extra $to get to Newark is not in questionThe $I was charged for a flight home that I had already paid for is what I am hoping to get refundedThanks for your time [redacted] Final Business Response / [redacted] (4000, 9, 2015/08/21) */ Dear Mr[redacted] I am responding to your follcorrespondence addressed to the Revdex.com We are committed to providing excellent customer service and [redacted] make every effort to address your concerns Unfortunately, we are unable to locate the additional $charge you're referencingTo facilitate our research, kindly provide the ticket number (beginning with 016) for this additional charge or attach of copy your credit card statement noting all the charges for review Thank you for your cooperation Best Regards, [redacted] Corporate Customer Care Case XXXXXXX

Dear Ms**: I am responding to your correspondence received by United Airlines from the Revdex.com I sincerely apologize on behalf of United Airlines for any unprofessional behavior you may have encountered on your flight, We strive to provide professional service at all times, to customers and employees alike, demonstrating courtesy and respect A review of our records show that my colleagues have corresponded with you regarding this concernYour feedback regarding this concern has been documented for review and internal investigationAs previously advised, we work diligently to address and correct any concerns brought to our attentionEmployee concerns are investigated, however we do not offer any type of compensation for a report of an employee service shortfall While we understand your disappointment, we are unable to honor your request of compensation of a refund of your ticket, as travel was providedThank you for your understanding We appreciate your business as a MileagePlus Premier Gold member and understand the value of your decision to fly with usWe assure you that we will make every effort to leave you with a better impression of our airline next time you fly with us Regards, Judith [redacted] Corporate Customer Care Case Tell us why here

Dear Mr [redacted] : I am sorry you have been on the receiving end of less than optimal servicePlease accept my personal apology for the inconvenience and disappointment in regards to your damaged baggage and clothing I have contacted our Baggage Resolution Service Center (BRC) on your behalf and was informed an agent spoke with you as recent as January and I confirmed you reached a settlement in regards to your claim, and a check has processed for you, reference case [redacted] As a goodwill gesture from Customer Care, please accept a $electronic travel certificate for your overall inconvenienceThis gesture is in addition to the settlement check you will receive from our baggage department, and is meant as a gesture of our regret, not as part of your claim The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines Please allow 3-business days for delivery on a separate cover to your email I hope that our next opportunity to serve you will earn a more favorable review Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

Dear Ms [redacted] - [redacted] :I regret that you are disappointed with United Airlines ticketing policy.When you purchase a non-refundable ticket and have to make any changes to the ticket, you would be responsible for a change fee as well as any fare difference that you might have when reissuing the ticket United Airlines does not refund non-refundable tickets If your plans change and you no longer going to travel on the flights that you have purchased, you would contact United Airlines reservations, they will cancel the flights and advise you that the ticket is valid one year from the date of issue You have one year to reissue the ticket At the time that you reissue the ticket, you again would pay the change fee and fare difference there might be.United Airlines also has an illness policy if that is a reason why the tickets had to be cancelled The illness policy states that the passengers would cancel the flights, the ticket is valid one year from the date of issue The passengers would reissue the tickets paying any fare difference and change fees The passengers would then send in medical documentation to United Airlines refunds United Airlines refund department would then refund the change fee minus a $ [redacted] processing fee Again, the tickets are valid only one year from the date of issue.If you would like to me retrieve the ticket, please send me the ticket number or confirmation number.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

November 25, 2016Dear Mr [redacted] :I am sorry to hear of your complaint filed with the Revdex.com regarding your unpleasant experience when traveling from Miami to Los AngelesPlease allow me to add my apologies to those already extended by my colleague Ms [redacted] who tried to resolve your same concerns I am including a copy of their correspondences to you below so the Revdex.com may update their records with our attempt to resolve this issue.I am sorry you were unable to use the lavatory during your flight due to the seat belt signs being illuminated I hope that you are feeling better and that your health has since improved Your request for a refund is understood and has been documented but unfortunately, we do not provide a ticket refund when transportation was provided Also, our Corporate Insurance Department handles all personal injury claims resulting from events on board a United Airlines flight or on other United property In turn, I have forwarded your Revdex.com complaint to them for appropriate handing A Representative will contact you directly as soon as possible Meanwhile your patience is very much appreciated.Mr [redacted] , we truly value your business I hope your next experience will warrant a much more favorable report.Sincerely, [redacted] United Airlines Corporate Customer CareRef # [redacted] --- Original Message --- November 19, 2016Dear Mr [redacted] :I am sorry to hear of your experience.Our flight attendants have a legal liability to follow the rules of the federal regulations boardWhen a seat belt sign is on and they allow a passenger to get up and use the restroom and something happens to the passenger, we as a company are held responsibleOur flight crew, for the safety of the passenger and the other passengers will do everything possible to follow the rules.I am sorry that you did not have a pleasant experienceI hope your next flight on United is smooth and we get the chance to deliver the great customer service we would like to be known for.Regards, [redacted] Customer Carecase [redacted] --- Original Message --- November 19, 2016Dear Mr [redacted] : I am sorry that you feel your concerns are not being addressedPlease know that Customer Care reports every concern our passengers write to us aboutYour report is reviewed by Senior Management so that they can understand how our passengers feelMr [redacted] , we know that we can never undo what happened, but we can send your feedback to our management team to help us improveWill safety policies change? Probably not, but know that your feedback is never dismissedRegards, [redacted] Customer Care--- Original Message --- November 19, 2016Dear Mr [redacted] : I respect any decision you feel you must makeUnited Airlines followed the safety policies on boardYou may file your concerns with the Revdex.com and it will be addressed to our Executive teamCustomer Care can no longer respondRegards, [redacted] Customer Care

Dear Mr. [redacted] :Please accept our apology for your son's seat being changed and please understand that the issue is being investigated as to what took place which caused the seat to be changed. I’m sorry you weren’t satisfied with the resolution of the $25 travel certificate since you don't feel that you will travel on United. While I won’t be able to meet your compensation expectations. I am able to provide each traveler a $25 [redacted] Gift Card that can be used any where. Since the other travelers names were not provide, and the ticket number was not provided I will send 3 $25 [redacted] Cards to you Mr. [redacted] . Again please accept my apology for the inconvenience you and your family encountered, and the entire issue is under investigation. We appreciate your business. Regards, Lisa [redacted] Corporate Customer CareCase# 10693691

Dear Mr***: This is the United Airlines response to your letter to the Revdex.comI certainly apologize for the delay and any incomplete communication as this was certainly not the trip any of us wanted for you and your familySince we were able to protect you on [redacted] Airlines, [redacted] became responsible for the bags by standard industry agreement Therefore [redacted] handles any follow up and/or expenses per their policyThe United Bag Desk shows that all bags were delivered on July 10th but If you have not done so, please contact [redacted] regarding possible compensation of an explanation of why bags were not delivered to you, if that was the case As a tangible form of our apology and since I cannot undo the circumstances you experienced with the delay of flight 1439, please accept a travel voucher in the amount of $Each to you and MrsAmanda ***They will be emailed to you within 2-days showing terms, conditions and a one-year validity periodVouchers may be used on United or United Express worldwide and may be applied to the travel of a friend or family member, if you so chooseRegards, Eve [redacted] Corporate Customer Care Case: [redacted]

Dear Ms [redacted] : Your latest correspondence through the Revdex.com website has been forwarded to my attention for reviewAlthough we cannot refund your money, most of our published fares allow changes when you cancel your reservation before the original flight departure Prior to your trip, you can cancel your reservation and re-use the value of your ticket; it is similar to having a nontransferable store credit valid for one year from original purchase Regrettably, you purchased the new [redacted] ticket before you called to cancel your travel on United Airlines Therefore the ticket has no value Ms [redacted] , I recognize we have many complicated rules and processes We agree some are difficult to understand, and we often review our policies So, your comments are important and helpful While I can't undo the circumstances you are disappointed with, I commit to you that United is dedicated to providing you the service you expect Best regards, Mary Beth [redacted] Corporate Customer Care Revdex.com [redacted] Case ID: [redacted]

Dear Mr. [redacted] :I sincerely apologize that you had the issue you did while traveling with United Airlines.In order to assist you, please send me your ticket number or if you have the [redacted] number that is associated with the $35.00 baggage fee that you paid that will be fine as well.I will also need... the ticket number for your travel companion.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Dear Ms[redacted] I'm responding to a complaint forwarded to us from the Revdex.com Our policy requires that all reservations be ticketed at the time of bookingWhen making your flight arrangements and purchasing your ticket, we will send you a valid receipt for travel The receipt will include important information that will need to be verified by you, such as: -Name of customer -Flight itinerary - cities, dates and class of service -Frequent Flyer number -eTicket number -Fare and fare rules -Terms and Conditions Please know that tickets purchased through united.com or United Reservations in the last hours may qualify for waiver of change or cancellation fees under our 24-hour flexible booking policy Your request for a refund is denied Our goal is to make every United Airlines flight a safe and pleasant experience for our customers Regards, [redacted] Corporate Customer Care Case: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) By calling to book, normally people have the assumption that we can trust the information given by the customer service; otherwise I do not see any value for such human interactionIt seems, however, we are not expected to trust United on this issue, because no matter what are being told, eventually they are all nonsense, holding no significance at all as compared to the tiny words in written statementUnfortunately, the victims are now blamed for their naivety being tricked into fraud Final Business Response / [redacted] (4000, 9, 2015/09/04) */ Dear Ms[redacted] I regret you're dissatisfied with our response You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionWe appreciate when customers take the time to share comments and suggestionsFeedback like yours presents opportunities to improve or enhance our products and services Again, Our policy requires that all reservations be ticketed at the time of bookingWhen making your flight arrangements and purchasing your ticket, we will send you a valid receipt for travel which is documented in your travel record as sent The receipt will include important information that will need to be verified by you, such as: -Name of customer -Flight itinerary - cities, dates and class of service -Frequent Flyer number -eTicket number -Fare and fare rules -Terms and Conditions Please know that tickets purchased through united.com or United Reservations in the last hours may qualify for waiver of change or cancellation fees under our 24-hour flexible booking policy Your request for a refund is denied Our goal is to make every United Airlines flight a safe and pleasant experience for our customersRest 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 We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Corporate Customer Care Case: [redacted]

Dear Mr***, I understand that when you made a request to have the redeposit fees waived, you were referred multiple departments Additionally, you were dissatisfied with the level of service offered by our Reservations supervisor The level of service you described is no more acceptable to us than to you Our records indicate that on February 11th an email was sent to you by one of our Customer Care representatives mentioning there would be a $fee to redeposit your miles I also see that a MileagePlus representatives let you know via email sent on March 3rd that since you are a Premier Silver MileagePlus member, the redeposit fee is reduced to $ Another MileagePlus representative advised via email on March 3rd that you would need to call Reservations to cancel Notes in your reservation show that you were advised on March 3rd the redeposit fee is $and a waiver would not be granted Please keep in mind, a $redeposit fee only applies to general MileagePlus members When customer feedback is passed along to our management team, a follis not sent to the customer I apologize for the conflicting information regarding the amount of the fee and that our Reservations supervisor appeared to be discourteous Unfortunately, we currently do not offer a waiver of the redeposit fees for Premier Silver members when an award is redeposited due to work related issues Therefore, I must respectfully decline your request for a waiver of the redeposit fee However, as a part of our apology, I have authorized a goodwill mileage deposit into your MileagePlus account You should receive an email confirmation of the deposit within a few days We count it a privilege to serve you and hope to welcome onboard soon Kind regards, Dana [redacted] Corporate Customer Care Case

Dear Mr***:I'm responding to a complaint submitted to the Better Businee BureauI'm sorry your seat assignments were different from what you originally bookedI can understand how getting your choice is very importantIt wasn't our intention to upset you with the changeI'll make sure to pass your feedback alongWhile we do our best to work with everyone's preferences, we're unable to guarantee seat assignments as our operation continually changesWe're listening to our passengers more than ever and will continue to work hard to be your airline of choiceI hope your next trip goes smootherOnce again, I'm sorry for any confusion with your seatsOn behalf of United, we look forward to welcoming you aboard soonRegards, [redacted] ***Corporate Customer CareCase: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11139492, and find that this resolution is satisfactory to meBefore I agree to this I would like to know how much they will give me in travel certificatesBecause of our hour delay I had to change my returning flight with American Airlines which cost $per person,$total Sincerely, Hannah [redacted]