United Airlines

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding inflight purchase receipts In order to obtain your inflight purchase receipts, you must submit your requests online You can now view and print your onboard receipts from united.com Please be sure to select "Inflight Services" from the Travel Information tab and then click on "View and print receipts for inflight services." Note that it may take 2-business days after the flight date for receipts to become available Receipts will only be available for six months after the flight date We are sorry for any inconvenience you have experienced We do hope this information helps to explain the processThank you for your support as a MileagePlus member, Mr [redacted] We look forward to continue serving your travel needs in Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID

Complaint: [redacted] I am rejecting this response because: your response is blaming me the customer for full responsibility and did not apologize for what you neglected to inform your customersAs I said I do not plan to fly with United Airlines ever again so your certificate is uselessPlease issue a refund for all the service I did not receiveAnd don't even start telling me your $fee, that is easily waived in most casesI had called many times before I had to switch the flight and NONE of your customer service representatives informed me or advised me that the return flight would automatically cancel, even your ground staff at the airportIt is unacceptable and misleading Sincerely, [redacted] ***

Dear Mr***: I’m sorry we didn’t get your parents to their destination as scheduledDirect customer feedback about our products and services is so important in helping us to improve You should be able to count on us for reliable transportation, and we let you down this timeAlthough I can’t change the event that caused the delay, I would like the opportunity to make things right with you and regain your trust.We value your business and would like the opportunity to express our appreciation We invite your parents to visit united.com/appreciation to select a goodwill gesture To review your options, please have the following information available before accessing the website: flight number (rescheduled flight number, if applicable), travel dates and last name as well as either a 1) confirmation number 2) ticket number or 3) MileagePlus number We appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Cindy ***Corporate Customer Care [redacted]

Dear Mr***: Thank you for your interest in having your account re-opened or your mileage retained As this is a matter regarding Corporate Security, please contact us directly by phone at the number provided to you already to speak with us about your options We appreciate your desire to fly with United and look forward to finding a resolution to this matter Sincerely, L.J [redacted] Executive Services, United AirlinesCorporate Customer CareCase: [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 Assuming I receive the promised a $electronic travel certificate 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 Sincerely, Marietou ***

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Dear Mr [redacted] I'm responding to your email that has been forwarded to my attention from the Revdex.com First and foremost, please accept my sincere apologies for the inconvenience you and MsWong experienced when your luggage was not promptly returned to you during your travels on May 25, and May 31, respectively MrLucks, it is never our intention for a customer to arrive without their luggageYou have every right to expect your baggage to travel with you and arrive on timeIf your baggage is delayed, then we expect our staff to work closely with you to minimize your inconvenience To expedite your interim expense claim, I have reached out to Baggage Resolution Service Center for their assistanceYou will hear from a baggage representative shortlyThey are in the best position to assist you with your baggage concernsShould you need to contact them directly, please call [redacted] ( [redacted] Please accept my heartfelt apology on behalf of the entire United Airlines team for the level of service you and MsWong experiencedI hope you will not rely solely on this incident when forming your opinion of our overall serviceThe events you described are not reflective of the level of service we usually offer Despite the negative experience your business is important to UnitedWe look forward to welcoming you onboard again soon and will do our best to ensure you have an excellent travel experience from start to finish Best Regards, Florencio [redacted] Corporate Customer Care Case ID: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They has been no attempt to reach me nor any resolution suggested in United airlines response on their Revdex.com reply This is consistent with the treatment and inconsistent information/ direction we have received from united! Where is the resolution? I can't see it Looks more like a cut and paste reply Final Consumer Response / [redacted] (4200, 11, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We spent over in necessities that they promised us and they promised to cover out cab fair home This is not acceptable Final Business Response / [redacted] (4000, 9, 2015/07/14) */ Dear Mr [redacted] Once again, The Revdex.com has forwarded your email to United Airlines regarding your unresolved baggage issues Our records indicate that on July 14, 2014, a Baggage Service Representative reached out to you regarding your baggage concernsAnd they have offered you a $electronic travel certificateI hope you will use the certificate on your next trip with us Should you need any further information regarding this matter, please contact our 24-hour Baggage Resolution Service Center at [redacted] ) I realize my apology cannot erase the negative experience, but please be assured we will work to exceed your expectations the next time you fly with us We appreciate your business and look forward to providing you with a better travel experience on a future United Airlines flight Best Regards, Florencio [redacted] Corporate Customer Care Case ID: [redacted]

Dear Mr. ***:I am responding to your correspondence addressed to the RevDex.com. I'm so sorry to read that your October 20 travel didn't go as planned.I can imagine your disappointment with the limited legroom. We didn't mean to let you down. You should always have a... positive experience with United. What you described in your email isn't reflective of our commitment to providing exceptional customer service. Thanks for bringing this matter to my attention, as your comments help identify training and focus areas so that we can provide exceptional customer service. I sent on your feedback to help us improve our service. I apologize for the upsetting events you and your wife experienced. We want to be an airline that's earned your respect and your honest feedback about our service helps us meet that goal. As a way to say we're sorry, I'm crediting your MileagePlus account with 7,500 bonus miles per person. You'll receive the 15,00 bonus miles in the next few days. We appreciate your business and loyalty as a Premier Gold member and look forward to a future opportunity to provide the service you deserve on United. Kindest Regards, Laura [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and I appreciate this opportunity to address your concerns According to our records, your reservations confirmation number is still valid, and the value of the ticket was exchanged for a new flight segment for travel on June 16, On the other hand, a ticket exchange occurred for your wife’s reservations confirmation number and Mrs [redacted] ’s round-trip ticket was changed to a one-way ticket for travel from Asheville, North Carolina/Chicago, Illinois on June 21, 2017, and a $change fee was assessed for this transaction If you have further questions or concerns, please do not hesitate to contact United Reservations at 1-800-UNITED- I hope this information is helpfulThank you for your patronage as a MileagePlus member, Mr [redacted] We look forward to continue serving your and your wife’s travel needsSincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care United reference [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because:The response does not directly acknowledges the key issue, and in doing so it disregards my own inconvenience and it reveals the quality of the service offered to customersWe made plans not according to misunderstandings, as the business alleges, but according to expectations regarding the plane tickets we bought from them: that we will be able to use themInstead, using language that does not appear in the terms and conditions, the travel agency and the airlines decide to not allow us to board a plane we bought tickets forBecause this issue seems to point to other arrangements that seem to operate between travel agencies and airlines, that the public is not aware of, maybe by making this response public others can be motivated to take action tooDiscussions with both travel agency and airlines revealed that there is some kind of unwritten rule that the travel agency would not 'open' a ticket (this is, as one can easily see, insider lingo of these businesses, without clear meaning in plain English, like 'bulk ticket' too, which of course does not mean purchasing hundreds of tickets, but something else), which would have allowed the airline to let us to board the 2nd leg of the return flight (if we wanted to skip the 1st) because of fear or reticence of revealing prices to the airlineSimply we had a return ticket from A to B then to C, and were around the B location already, and instead of being allowed to board the B->C plane we had tickets for, we had to buy new next-day tickets to fly from B to A, only to start the trip A->B (where we were already) which makes no senseOf note, we have not of course asked for any refund for the skipped 1st leg, and moreover the airline could have easily sold those tickets, as we called them week ahead to let them know we didn't need those ticketsWe had to spend an extra night in a foreign airport, and lose a full day of vacation for this whole mess on top of itOf course customers are not privy of such backroom rules of business, and are left like us having to change plans, pay extra travel like plane tickets, and face huge ordealsIt appears to be business like usual to the travel agency, but it is not really serving customers, it taking advantage of them Sincerely, Emil ***

Dear Mrs [redacted] :The Revdex.com has shared your information with United Airlines Customer Care Department, and I am very sorry for any discomfort you and your husband experienced during Flight Our records reflect that you contacted United Airlines Customer Care Department about this same situation, and I would like to reassure you that your feedback has been shared with the appropriate management team While I appreciate your request for a ticket refund, please understand that United does not provide ticket refunds or refund the cost of an Economy Plus seat purchase in any situation where transportation has been provided and a passenger was seated in an Economy Plus seat, as was the case I wanted to let you know that I cancelled the electronic travel certificate which you received initially for your travel experience, and I am sending you a new electronic travel certificate which will arrive separately via email within at least hours I am providing your husband with an electronic travel certificate, as wellThank you for your patronage as a MileagePlus member, Mrs [redacted] We look forward to providing you and Mr [redacted] with a more positive inflight experience.Sincerely,Suzanne ***Corporate Customer CareUnited Airlines Case ID [redacted]

Dear Mr***: I would like to apologize for the inconvenience you experienced when your special meal was not provided We understand the diverse dietary needs of our customers, and we offer a variety of special meals in select marketsWe do our best to honor each request To help us meet your expectations, please submit your special meal requests hours in advance by contacting ReservationsIf you have specific dietary requirements, you may consider carrying your personal food choices onboard with you I’m sorry your flight didn’t reflect the service you deserved From reading your email, we let you downI’ll make sure to pass your feedback on so we can improveThat’s our first stepI’m also sending you an Electronic Travel Certificate, which will arrive via email in a few daysWe want to deliver a comfortable and on-time flightI hope your next one brings you that experienceOnce again, I'm sorry We appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight With kindest regards, Cindy [redacted] Corporate Customer Care [redacted] Tell us why here

Dear Mr [redacted] : We have received correspondence via the Revdex.com and welcome the opportunity to address your concernsI'm sorry for the inconvenience you and your wife, [redacted] experienced when your flight was cancelled.Our records indicate your refund request has been forwarded to United Refunds, Case # [redacted] The reference numbers are [redacted] and [redacted] Please allow us 3-business days to process your requestUnited Refunds will send you an update after that timeMr [redacted] , we appreciate your business and loyalty as a MileagePlus member and we look forward to welcoming you on board a future United Airlines flightRegards,Valerie [redacted] Corporate Customer CareCase [redacted] Revdex.com [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Dear Ms[redacted] I am responding to your concerns forwarded to us form the Revdex.com website, in regards to your recent travel with us I was very sorry to read that your flight UA5186, on June was delayed, causing you miss your connecting flight to Bakersfield, CAI do understand how frustrating this must have been for you and your daughter, and I apologize Although our goal is to provide on-time departures whenever possible, the safety of our customers and crew is always our foremost 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 Furthemore, I regret to learn that your luggage did not arrive with you, and I apologize for all inconveniences suffered as a result of this incidentOur goal at United is to always provide our guests and their belongings with safe, reliable, and consistent service My apology cannot erase your experience, but please know we take your concerns very seriouslyIn recognition of our appreciation, I will be sending you and your daughter an electronic travel certificate, and it is my hope you will accept our apology for this experience, and will enjoy using it at some point in the futurePlease allow 3- business days to receive it on a separate e-mail The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useThe certificate can be redeemed on united.comIncluded will be the PIN to be provided when the certificate is redeemed for use towards future travelThe ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinations As always, we thank you for flying with us, and we look forward to welcoming you on board another flight soon Again, I apologize to you for this lapse in service Kindest regards to you [redacted] Corporate Customer Care XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know how much the travel certificate is for since it is not stated above before I accept the response Final Business Response / [redacted] (4000, 9, 2015/07/27) */ Dear Ms[redacted] Thank you for your additional comments regarding our response to your concerns on your recent travel with us I understand that you wanted to know the amount of the electronic travel certificates that was sent to you on July You should have received two electronic travel certificates in the amount of $150.00, good towards a future purchase The terms and conditions are clearly printed on the certificate and I am certain you will find it easy and convenient to useThe certificate can be redeemed on united.comIncluded will be the PIN to be provided when the certificate is redeemed for use towards future travelThe ETC is valid for one year from the date of issue and is valid toward the purchase of air transportation to any of United Airlines worldwide destinations We appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenienceWe appreciate your business and look forward to welcoming you on board United to renew a positive and valued relationship Kindest regards to you, [redacted] Corporate Customer Care XXXXXXX

Dear Mr***:I am responding to your complaint filed with the Revdex.com.I am sorry to learn your flights were not confirmed by Aer [redacted] and I apologize for any inconvenienceWhen you make a reservation with a partner carrier, that carrier has hours to confirm the spaceOur records indicate we sent you an email confirmation that in this case, we were unable to confirm your flight on Aer [redacted] Per our website:Saver Awards can be used for travel almost anywhere United, United Express® and our MileagePlus airline partners flySaver Awards are capacity-controlled and may not be available on certain flights where demand is highSelect partner airlines may have flight date restrictions along with capacity controls.In addition, I contacted MileagePlus and was advised once you convert your points to miles with Chase, per the Terms and Conditions of your agreement with Chase, this is a non-refundable transactionMileagePlus is unable to convert the miles back to points and therefore, we are unable to honor your request.Our united.com support desk sent a follemail to you advising there is more than one route and carrier that offers award travel to DublinOur reservations agents are ready to assist youPlease call us at 1-800-UNITED-(864-8331) for assistanceWe appreciate your feedback and look forward to serving you again soon Sincerely,Dayna [redacted] Corporate Customer CareCase ID: [redacted]

Dear Mr***:I am responding to your communication submitted to the Revdex.comI am sorry for the circumstances your travel experience and appreciate the opportunity to explain on several points the challenges you faced with your ticket.Our records indicate the name on your ticket ( [redacted] ) was issued under [redacted] ***Airlines do not have the ability to override the policies or screening processes of the [redacted] (Transportation Security Administration).Because your ticket ( [redacted] ) was issued on [redacted] Airlines ticket stock and your itinerary involved multiple airlines, our Customer Service representatives were not able to exchange your ticketOnly the on-line agency ( [redacted] ) or [redacted] Airlines would have been able to process such an exchange Mr***, while I empathize with your situation, we are unable to provide you with the resolution you have requestedUnited Airlines is not able to process refunds for tickets issued by another carrierConsideration for a ticket refund must be submitted to [redacted] Airlines directlyFor your convenience their link is provided below: https://www[redacted] .com/online/portal/lh/de/help_contact/feedback?If you have personal insurance or purchased travel insurance, your additional expenses may be coveredPlease consult with your insurance providerI truly hope your next trip provides the seamless customer experience you deserve Regards,Julie ***Corporate Customer CareCase ID: [redacted]

Dear Mr [redacted] , I’m sorry to hear that you missed the minute cutoff for bag check at San Francisco by only a few minutes Unfortunately, there are times when we are unable to make an exception Our records show that your flight from Haneda arrived at San Francisco at 9: a.mand your connecting flight to Boise was scheduled to depart at 10:a.m This gave you a limited window of opportunity to check your bags again after retrieving your bags from the carousel and passing through Customs and Immigration I understand from your comments that you were disappointed in the level of service offered by our San Francisco representative and that when you called Reservations for assistance they were unable to help you Be assured that we always expect our representatives to be professional and helpful to our customers and accept our apologies for the inconvenience and negative impression this situation may have created You should be able to count on us for exemplary customer service, and based on your description of the events, we let you down this timeAlthough we don’t reimburse transportation costs if an alternate city is accepted, to help make amends and defray some of your out of pocket expenses, I will be sending you as well as Mrs [redacted] , an electronic travel certificate that can be used to discount a future United ticket purchase You can expect delivery via email within 1-business days Your honest feedback is appreciated as it helps us improve and provide better service We look forward to providing you with a better experience when you travel with us again Kind Regards, Dana [redacted] Corporate Customer Care Case [redacted] Tell us why here

Dear Mr. ***: The RevDex.com has notified United Airlines that you have filed a complaint against us. Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines. We strive to operate each flight as planned and regret... when necessary delays or cancellations create an inconvenience to our customers. Although we are unable to guarantee departure times will not change, we understand how such modifications can impact our customers' travel plans, and we remain committed to minimizing those inconveniences. Your United ticket was a contract between us to transport you safely and as comfortable as possible between your point of origin and destination. Unfortunately, we are not able to honor your request to refund the ticket since transportation was provided. We are not able to refund you for a ticket that you purchased on [redacted] Airline.You will have to contact [redacted] Airline to request that the change fees is waived due to the no-show.Please be assured that United Airlines values your business and we look forward to serving you again in the future.We appreciate your business.Regards, Lisa [redacted] Corporate Customer CareCase# 10772346

Complaint: [redacted] I am rejecting this response because: Although I sincerely appreciate the travel voucher, the information included in the letter above written to me is not accurateAlthough I did receive checks, the first was under the incorrect name, thus I was unable to cash itThe claims department then put a stop payment on it before issuing me a second checkMy total amount received was actually $611.88, although my claim was for close to $1,I do want to emphasize that I am very pleased with United sending a travel voucher, and appreciate the gestureHowever, I also want to state that I was only given $instead of the $written in your records, and want your records to clearly show that I was not given the amount written in the statement aboveI kindly request the $check be reissued so I may have the full amount of both checks in my possession, if possible Sincerely, Emily [redacted]

April 19, 2016Dear Mrs [redacted] :We are sorry to hear of your complaint filed with the Revdex.com regarding the disappointing experience you and your husband encountered during your March, 2016, travelOur records reflect that our Customer Care department also responded to multiple correspondences we received directly from you regarding your same concerns Additionally, you and your husband were each provided with a $electronic travel certificate for your inconveniences We hope you will find an opportunity to use these electronic travel certificates so we may provide you with the service you expect to receive when you travel with usMrs [redacted] , we truly value you and your husband’s business We will do our best to provide you both a more positive experience in your future travels.Sincerely, [redacted] United Airlines Corporate Customer CareRef # [redacted]