United Airlines

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, Dee [redacted]

Dear Mrs [redacted] : The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience on July 25, I appreciate the opportunity to respond to your concernsI understand how challenging it can be traveling with young childrenWe want to give all families a great travel experience, and I'm sorry this didn't happen since your seats weren't togetherI can imagine how stressful this must have been for the familyWhile there are operational changes, which can lead to seat assignments being changed, we'll try our best next time to exceed your expectationsI'm sorry it didn't turn out this way for your family's flightAlso, I want to apologize for the poor service you described from our staffWhat you experienced, and how it made you feel, is no more acceptable to us than it is to youRest assured, we take your comments seriously and we'll be following up internallyAn apology won't change what happened, but I want you to know we'll address itWe want to build a trusting relationship with you so we can be proud of genuinely earning your business, and I know we're capable of doing that I'm sending each of you an Electronic Travel Certificate that will arrive via email in the next few daysUsing those certificates, we hope to see you all on board soon, allowing us the opportunity to provide your family the service you all deserveI can't take back the memory, but I hope the next flight is much smoother for everyoneI appreciate you chose us for your travelOn behalf of our United family, please give us a chance to give you a more positive experience Regards, Candance [redacted] Corporate Customer Care Case: [redacted]

Dear Mr***: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.If you would like to me retrieve the ticket, please send me the ticket number or confirmation number.Regards, [redacted] Corporate Customer CareCase [redacted]

Revdex.com complaint [redacted] United case ID [redacted] Customer had already contacted us directly and I have responded to himI am including my response to him below.Regards, [redacted] ***Corporate Customer CareCase: [redacted] Response sent to Mr***:Dear Mr***: I see that you paid $1,for your ticket from Aspen to Newark via Denver and BostonOur records show that you exchanged a nonrefundable round trip ticket from Newark to Boston for this new one way ticket and paid the fare differenceIt is documented in your record that the call did drop, and I am sorryUsually a $change fee is charged when exchanging a nonrefundable ticket, but our agent made an exception and waived the $change fee in this instanceAllow me to explain that since you did make the change at such short notice, you were not eligible to purchase a discounted fare and the full one way fare was chargedI sincerely regret no lower fares were available for your travel dates and destinationWe offer a variety of fares to meet our customers' travel needsThis not only helps those who want the lowest fare possible, but also others who require more flexibility than the lower fares may allowIf you book your reservation in advance, it may increase your chances to get a lower fareYour request to have your issues reviewed by a Supervisor is appreciatedAllow me to clarify that you have reached the corporate offices of United AirlinesWe work directly with our senior leadership team as well as our executive officers and we are tasked with responding on their behalfAll customer correspondence is routed to our attention for review and a responseI recognize that you want this matter escalated however, your concerns are considered escalated by our office.We have waive the $change fee for you and refunded your wife's checked bag feeAdditionally, we have offered two $travel certificates for you and herThe compensation which was offered was not meant to place a value on your experience or to cover the cost of you ticket but rather to make amends for your disappointment with our service We are unable to offer further compensationWhile we won't be able to honor your request on this particular issue, and will consider this matter concluded, please know the feedback was sent onOnce again, we'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 deserveI understand and appreciate the loyalty you’ve given to usWe will always be grateful for your business and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] ***Corporate Customer CareCase: [redacted]

Dear Mr. [redacted] : The RevDex.com has notified United Airlines that you have filed a complaint against us concerning the reservation you booked on March 16, 2017. I'm sorry you were disappointed with the schedule changes to your itinerary. I understand this isn't... how you wanted your trip to begin. I'll pass along your feedback so we can continue working hard to be the airline of your choice. If you need any assistance with the changes, please contact Reservations at 1-800-UNITED-1 and we'll do all we can to help. We want to deliver the schedule you need, but sometimes there are operational limitations. I apologize for the inconvenience. Also, I appreciate you took time to share your thoughts about our services. I understand your suggestion to allow schedule changes to be accepted through our United Airlines app and to have the option to receive these types of schedule change notifications by text message. Your constructive comments help us to improve our products and to gear them towards your needs. We'll review them, as we want to meet and exceed your travel expectations and provide you with a positive travel experience each time you fly with us. It's important that we listen to our passengers now more than ever. On behalf of United, we look forward to welcoming you aboard your next flight. Regards, Candance ***Corporate Customer CareCase: [redacted]

Dear Ms [redacted] : I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear you were unable to travel on March 02, due to the adverse weather conditions I did confirm that the ticket was refunded on March 07, to the credit card used.Thank you for your patience on this matter and have a nice day,Regards, Susan [redacted] Corporate Customer CareCase: [redacted]

June 13, Dear Mrs [redacted] : The Revdex.com has sent your response to my attentionI, again, apologize for any miscommunication you may have receivedHowever, it is important that our customers verify current document requirements with the nearest consulates of the countries you are visiting and departing from While your frustration is understood, we aren’t able to honor your request of a refundThere was not a separate ticket purchased, rather a difference in fareIn understanding of the situation, because we aren’t able to offer a refund of the difference in fare, the travel certificates were offered I apologize for any misunderstanding and I'll make sure to report your feedbackThank you for your understanding Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

Dear Ms***:I am responding to your communication filed with the Revdex.com on December 29, 2016.I'm sorry for any confusion regarding the MileagePlus Explorer credit card offer which included a $credit after your first purchaseAs with any offer, the terms and conditions of the application process and the $credit offer is available on our websiteYour dissatisfaction with how the offer was presented on our website is understood and your comments will be shared with our E-Commerce Division for future considerationWhile we are unable to provide you with the generosity you have requested, we will send you a $travel certificate as a customer service gestureThe electronic voucher will delivered separately via email within the next business days and can be redeemed by the person of your choosing on any United/United Express operated flightAs a MileagePlus customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] ***Corporate Customer CareCase ID: [redacted]

April 15, 2016Dear Ms [redacted] :The Revdex.com has forwarded your correspondence to my attention.We apologize for any confusion surrounding the purchase and subsequent request of a refund of your tickets, purchased via a travel agency.I do see that you have reached out to us for assistance via other departments within our companyA review of these records show that your concerns have been addressed and a refund has been completed in case number We are very sorry for the circumstances that necessitated this change to your travel plans and wish you the bestWe appreciate your business and hope to be able to serve your travel needs in the future.Regards,Judith ***Corporate Customer CareCase [redacted]

Dear Mr***: As this issue is a breach of your credit card, you will need to request [redacted] to reverse the charges [redacted] will then decide if this warrants reversing the charges back to the credit card Please know that fraudulent use of the credit card, will be handled directly through the credit card company Please look on back of the credit card for a phone number to report the card as stolen My apology for any confusion Regards, Ruth [redacted] Corporate Customer Care Case [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, Amy [redacted]

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry for the circumstances which led to your cancelling your trip You may apply the value of the unused tickets toward new ticket purchases, and when you are ready to do so, please be sure to call United Reservations and have the reservation confirmation numbers on hand It is important to note that you have one year from the date the tickets were issued to apply the value of the unused portion of the tickets toward new tickets And you will pay for the fare in effect at the time the tickets are exchanged and the new tickets are issued, as well as change fee will be assessed If you should have further questions or concerns regarding this matter, please do not hesitate to call United Reservations at 1-800-UNITED- In order to obtain a refund of the change fees per ticket as your trip was cancelled due to a medical emergency, you will need to submit your ticket information and a 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.” I hope this information is helpfulThank you for your business, Ms*** Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear your son''s fights were canceled on August 29, I also understand your disappointment that their bags were delayed for so long I realize you did not receive the help you expected or deserved during this stressful time and I apologizeI did confirm that the bags should have been on [redacted] flight #on September 04, 2017.When you have a moment, I invite your son's to visit united.com/appreciation to view compensation optionsWhen you begin, please have your original flight number and date of travel nearbyYou'll also need your MileagePlus number, a confirmation number or ticket number to request your compensationThe options are only available within days of your flightIf there were others who traveled with you, each person's compensation would need to be requested individually on the Web site mentioned aboveAs a goodwill gesture I have issued each of them a $electronic travel certificate that will be emailed to kima***@aol.com in a few days, This is in addition to what they can request onlineI apologize for the poor travel experience providedWe are working hard to improve and look forward to another opportunity to provide you with the travel experience you should expect on United.Regards, Susan ***Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : I am responding to your communication sent through the Revdex.com I'm sorry you were disappointed with our Star Alliance partners schedule changeI understand this isn't how you wanted your trip to beginI'll pass along your feedback so we can continue working hard to be the airline of your choiceIf you need any assistance with the changes, please contact Reservations at 1-800-UNITED-and we'll do all we can to helpWe want to deliver the schedule you need, but sometimes there are operational limitationsI apologize for the inconvenience If you are requesting a refund because of the schedule change, please know our Reservation office can process this for you tooOn behalf of United, we look forward to welcoming you aboard your next flight Regards, Lilia [redacted] Corporate Customer Care [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Dear Mr[redacted] I am responding to your communication sent through the Revdex.comI am sorry to hear about your surgery We understand travel plans change when serious illness befalls the traveler, traveling companion, or immediate family member Most tickets require a change fee for reissue; however, in cases of serious illness, United may be able to refund the change fee or ticket (less $processing fee), upon receipt of proper documentationYou will be required to pay the applicable change fee when you schedule the new datesOnce the change has been completed, you may submit your request to our refund department United Airlines Customer Refund Services AttnProcessing Dept [redacted] We believe your doctor is the best person to support your claimPlease include the following: letter from the physician (on official letterhead) stating travel was not recommended, passenger [redacted] name and relationship of person who was ill, ticket number, flight information, and a brief letter of explanation We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Corporate Customer Care XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern, I am not sure why Lilia from United repeated everything posted on the United Website? I've re-purchased the three ticketsI am requesting the refund of the extra chargesI've provided all information required for the refund as in the two United refund request# below, which were in the original Revdex.com Complaint as well [redacted] I've provided the insurance's official document on my wife's neck surgery and all the doctors' contact informationThe only thing I am arguing is that it doesn't make sense to go back to the doctorAnd ask him for a letter on an April flight whether my wife could fly or notMy wife had to take off weeks from her work without needing such a letter If anyone had to replace two discs on the neck, I don't think it's suitable for a 16-hour international flight within months Regards, [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/15) */ Dear Mr [redacted] I have received your latest communication sent through the Revdex.com I understand you feel a doctor's note is not necessary, as it was not required by her employerThis is our policy as you confirmed on our website and I reiterated on my last response, therefore, we will need the doctor's note on an official letter head to support your claim Below I have also copied and pasted our Refunds Department response to you, also requesting the doctor's note, since you did not send it to them with your request Regards, [redacted] Corporate Customer Care XXXXXXX September 15, PASSENGER:***/ [redacted] TICKET(S): [redacted] REQUEST ID: XXXXXXXX Dear [redacted] : Thank you for contacting Customer Refund Services regarding the above referenced refund requestIn order to research, additional information is requiredPlease review the selected options needed for processing your refund claim A copy of the doctor's note on official letterhead is required Please submit the additional requested information by visiting us on United.com utilizing the address included belowThank you for choosing United AirlinesWe value your business http://www.united.com/web/en-us/content/reservations/refunds/refund.aspx Sincerely, Customer Refund Services www.united.com/web/en-us/content/reservations/refunds FAX: XXX-XXX-XXXX

Dear Ms [redacted] :Your correspondence with the Revdex.com has been forwarded to my attention for review Please accept my apologies for the disappointment you have expresed regarding the refund request for $ I have copied our response from our Refunds & Accounting department below Best regards, [redacted] Corporate Customer CareCase ID: [redacted] Revdex.com [redacted] October 12, 2016PASSENGER: [redacted] / [redacted] TICKET(S): [redacted] REQUEST ID: [redacted] Dear [redacted] :United Refunds has received your request for refund of the above referenced ticketThe fare which you purchased allows a passenger to transfer the value of the original ticket to a new ticket for the applicable service feeThe service fee is charged for each ticket changedA customer may have many reasons for needing to change their ticket: a new travel date, a different flight, a new destination, or a lower fare category on his or her ticketed flightThe service fee is charged whenever a customer exercises their privilege to make any changeSince a change did occur, we are unable to process a refundPlease be assured that United Airlines values your business and we look forward to serving you again in the future.Sincerely,United RefundsCheck Refund Status [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, Eric [redacted]

Dear Ms [redacted] :As your email from [redacted] states:"Call 1-800-237-to book your new itineraryPlease provide the itinerary number ( [redacted] ) and airline confirmation code () to the representative."The [redacted] itinerary number: [redacted] is only valid with [redacted] and when booking your new itinerary with them; it is not a valid number with United.In order to assist you and to research this matter further, we will require the following information:• United Airlines ticket number(s)• United Confirmation number:• Passenger name(s)• Frequent flyer number (if available)• Flight number• Flight date• Approximate departure time:• Flight from:• Flight to: Upon receipt of this information we will research and respond to your concerns.Regards, James [redacted] Corporate Customer CareCase:

Dear Mrs [redacted] :We appreciate you contacting us through the Revdex.comI'm very sorry to hear of the trouble you experienced with getting a refund of your ticketI'd really like to help you but I’m missing some details I need to review your request Try to provide as much of the following information as you can so that I may research your requestPassenger name(s):Frequent flyer number (if available):Flight Number:Flight Date:Ticket Numbers (digits beginning with 016):Confirmation number:Approximate Departure Time:Flight from:Flight to: You can find this information on your receiptI'll be happy to respond once I review the information you provideI appreciate you chose United for your travel and welcome the opportunity to assist you.Regards, Marleina [redacted] Corporate Customer CareCase: [redacted]

Complaint: I am rejecting this response because: Whatever regulation that you use, at the end of the day, I would like to know, why did United issue a ticket without knowing the rules in Thai or other carrier that you use code sharingIt is wise to offer a correct and not misleading ticketWhen you issue a misleading ticket, it is just as good as delivering promiseDon't you think so? If you can not return the cost of the GBP, I suggest that you return the miles and refund the tax on the travellingAssume that the ticket is cancelled and refundedAfter all, the ticket that you issued is misleading anywayWhat is the point of paying a misleading and product? Sincerely, Robertus [redacted]