United Airlines

Dear Ms [redacted] :I provided you with a travel certificate because you said that you were told that your first bags were free, but that is only if you pur***d your tickets with the [redacted] Explorer Card If that was how the tickets were pur***d with the [redacted] Explorer Card only people would get the bags free and you would still owe $for two of the bag feesPlease provide me with your ticket number that starts with so that I can research how your tickets were pur***d.The bag fees are not free unless you have the [redacted] Credit card and pur***d your ticket with that card and it covers only travelers.Regards, Lisa [redacted] Corporate Customer CareCase#

Dear Mr. [redacted] :I’m sorry we couldn’t get you to your destination on time.Please know our goal is to operate every flight on schedule, every day. Unfortunately, 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 delayed or canceled. When this occurs, we want to minimize the impact to you as much as possible and keep you informed. We are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning process. I can imagine how inconvenient and frustrating this whole experience was since you were counting on us to start your vacation right. Unfortunately, we're unable to provide cash reimbursement for prepaid expenses - please let me know if you have travel insurance or if your credit card company provides some type of protection for these type of situations and I can provide a verification letter.In your email complaint to the RevDex.com, you failed to reference the total amount of compensation issued to you in this case. Our records indicates you received a total of $450.00 total compensation in (2) separate cases [redacted] and [redacted] . While no further consideration or compensation will be forthcoming, please know your feedback and comments are appreciated. Our gesture was meant to address this issue uniformly and fairly for all our passengers. While we cannot undo your experience, the goodwill offered was meant to be a token of our resolve to do better the next time you travel. We hope you accept it in the spirit in which it was given and that we can move on in our business relationship. Thank you for your business. Regards, LeMarkus ***Corporate 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 Sincerely, Maurizio [redacted]

Dear Ms [redacted] :Please accept our sincerest apologies for the inconveniences that you have expressedUnited's goal is to ensure our guests have a safe, hassle-free, and pleasant travel experience as well as on-time serviceWe are truly sorry we did not live up to that expectation.We understand your disappointment and take your concerns very seriouslyIn an ongoing effort to make service improvements your comments have been documented for internal review, we are committed to providing our passengers a positive travel experience.Your request for a refund is appreciated, however, we must respectfully deny your request as United does not refund other airlines tickets While we cannot undo your family's disappointing experience, we are sending a travel certificate in a separate email as a gesture of our concern and to help offset the expenses you incurredPlease allow up to business days for processingIn addition, our records show Darren [redacted] 's ticket: [redacted] has been refunded to the original form of paymentWe're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support We look forward to serving you again soon.Regards, James [redacted] Corporate Customer CareCase:

Dear MrWang:The Revdex.com has forwarded your correspondence to my attention for response We appreciate this additional opportunity to address your concernsI want to express our sincerest apologies for the many inconveniences that you endured with trying to change your wife's MileagePlus account address We truly appreciate you taking the time to point out the issues that you encountered as we work hard to correct problems brought to our attention Could you please send me her MileagePlus Silver account number and new address? Also, does she have a student ID and any student mail with her address that you can supply a copy of? I'll consult with our MileagePlus Department to see what we can do to make this happen Please know that MileagePlus may require specific information to protect the integrity of the account.We apologize for the inconvenience and thank you for bringing this to our attention As a loyal Premier Silver member your business and satisfaction does matter to usRegards, Juan [redacted] Corporate Customer CareCase: [redacted]

Dear Mr [redacted] Please accept my apology for your frustrating and unpleasant experience If a flight cancellation within United's control requires an overnight stay, our staff will provide vouchers for a hotel room, ground transportation and in some cases meal vouchersUnfortunately, we are unable to reimburse you for inconvenience, loss of time or absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at your destination You may wish to file a claim with your travel insurance company if applicable I do note you have previously been provided $in electronic travel certificatesPlease review the terms and conditions that accompany the certificates Again as a Premier Gold member, my apology for the inconvenience Regards; [redacted] Corporate Customer Care Case [redacted]

Dear Mrs [redacted] : We received your letter through the Revdex.com, with reference to case [redacted] I am so very sorry the original agent failed to document the record properly to ensure the authorization for the change fee waivers would be in placeI have added my authorization to waive the change fees, to ensure you will have full access to the full credits Please be sure to rebook with one of our reservation specialist, as the authorization is in the records, but it still needs to be manually rebooked Thank you for making us aware of the situation and for the opportunity to assist youPlease extend our thanks to your son for his service Sincerely, [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

good afternoon, Its convenient how you leave out the bose noise canceling headphones, I didnt leave the items on board Your airline turned off the power, making the cabin pitch black Your flight attendant fled to the front and didnt attempt to help the passengers You keep attempting to apologize, shifting the blame Your airlines negligence caused the loss, my injury, and distress I reject your cheap attempt to give me 100, or lack of accountability please escalate, also, when dealing with a customer it would be professional and better customer service if you provided contact information You continue to dissapooint, and fail to resolve Please provide me direct contact information to the officer of the president I would like to share this experience, and your pathetic attempt to respond Complaint: I am rejecting this response because: Sincerely, Hany [redacted]

Revdex.com: I have reviewed the response made by United Airlines in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Greg [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11680852, and find that this resolution is satisfactory to me Sincerely, Paul [redacted]

Dear Mr [redacted] : This is the United Airlines response to your letter to the Revdex.com I certainly apologize for any disappointment or misunderstanding with your travel on July 16th from ORDFlight was not oversold, so we do not understand why you were unable to board unless there was a delay in your arriving at the gateChecking in online is a great convenience but the other part is being in the gate area in time to board is also importantI am sorry if I misunderstood the situation I also apologize for the less than helpful airport staff We have requested a refund of the $In bag fees ( $and $35.) and with tracking number [redacted] status may be checked via www.united.com/refund Generally refunds take 7-days and will return to the original form of paymentThe other bag fee of $would have needed to be disputed and resolved at the airport as we do not have access to weights and dimensions As a tangible form of our apology and since I cannot undo the circumstances you experienced, please accept a travel voucher in the amount of $300., which 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 chooseThank you for your business and please know we look forward to providing you with a more positive experience when we have the privilege of welcoming you on board a future United Airlines flight again soon Regards, Eve [redacted] Corporate Customer Care Case: [redacted]

Dear Mr***:I sincerely apologize for your flight delay March 21, It is never our intent to disrupt our passengers travel plans Per United flight operations, [redacted] was recorded as minutes delayed.With safety at the core of our business, we do our best to minimize delays as we recognize how important it is to you to arrive at your destination on time We certainly don't question the great inconvenience flight irregularities cause our customers and the feelings of frustration or anxiety that can arise as a resultUnited Airlines does not refund used tickets Under United Airlines contract of carriage, United Airlines does not offer compensation for any flight delay under hours including missed connecting flights Also in the same contract of carriage you will see that United Airlines flight schedules are never guarantee In having stated our contract of carriage, I have made an exception and will issue you a $electronic travel certificate The certificate will be sent to your email address within 3-business days The certificate is valid one year from the date of issue The terms and conditions are clearly printed on the certificate and I am certain that you will find the certificate convenient and easy to useMr***, United Airlines does appreciate your business and we look forward to serving you on your next United flightRegards, Sheila [redacted] Corporate Customer CareCase [redacted]

Dear Mrs [redacted] : I'm sorry you were disappointed with our employee's service I can only imagine how you feltThanks for bringing this matter to my attention, as your comments help identify training and focus areas Please know that the treatment you described is no more acceptable to us than it is to you Direct customer feedback about our products and services is so important in helping us to improve Our ability to communicate professionally with our customers is a key component of our brand, being Flyer FriendlyA number of tools and processes are being applied this year that will substantively address these goalsWe are working to improve customer service, including investing in a comprehensive training course for frontline employeesWe are consistently aligning service standards of professional women and men around our company Please accept my apologyYou should always have a positive experience with UnitedFrom what I read in your email, we have room to improveI'm going to send on your feedback to help us improve the way we provide exceptional customer service, with dignity, respect and professionalism on your next flightOnce again, I'm sorry for any inconvenience I appreciate your business and loyaltyWe look forward to a future opportunity to provide the service you deserve on United Regards, Ms [redacted] Corporate Customer Care Tell us why here

Dear Mr***:The Revdex.com has forwarded your comments to me for a responseI appreciate the opportunity to respondUnfortunately, your communication does not contain any information that would assist me in researching your claimSo that I may address your concerns, please provide me with ticket and/or certificate numberWhen and where the certificate was issuedOnce I have the information, I will respond accordingly.Thank you for writing to usWe look forward to hearing from youBest Regards, Maria [redacted] Corporate Customer CareezCare Case: [redacted]

November 23, 2015Dear Mr [redacted] We are sorry to hear of your complaint filed with the Revdex.com regarding your unused ticket for travel in December, Please accept our apology for our delay in responding back to you.We regret to learn of your medical condition which prevented you from being able to travel with us We understand travel plans change when a serious illness befalls the traveler, traveling companion, or immediate family member As you are already aware of, United will refund change fees and tickets in certain cases All requests must be received prior to the ticket’s expiration date and must be accompanied by proper documentation We will refund tickets only when the unplanned event prevents the use of that ticket within one year of the ticket’s date of issue In all other instances, the fare can be credited toward future travel, though the customer may receive a refund for flight change fees.All requests must be sent to United Customer Refund Services for consideration You mentioned you already filed a refund request but you have received their response denying your request Upon researching this, it appears this denied request was submitted in January, Since you noted you are still unable to travel, if we may respectfully request for you to please submit another request to our United Customer Refunds Services department for their considerationPlease include the following information: - United Airlines ticket number(s) - Name of the customer(s) on the ticket(s) - Flight information (flight number, date of travel and departure city) - The nature of your request, name of the family member and their relationship to you and your contact information - A letter (on letterhead) from a licensed physician confirming that travel was not recommended within the validity of the ticket (one year of ticket’s issued date) due to illness.You may submit the above information via our website or via Fax at [redacted] or mail it to United Airlines, Customer Refund Services, [redacted] Mr [redacted] , we sincerely appreciate your business and hope to have a future opportunity to welcome you on board.Sincerely, [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Ms [redacted] :Your email addressed to the Revdex.com regarding your experience with us on January 11, was forwarded to my attentionI'm very sorry to hear your checked bag was damaged Your luggage is important to youIt's important to us, tooI can understand why you're frustratedAs you were advised over the phone, a damage report must be filed at the airport within days of arrival for international flights, so one of our airport agents can visually assess the bagOnce our agent has reviewed the damage, they'll work with you to resolve the situation to your satisfactionI regret your disappointment with our policy Unfortunately, since the bag was not inspected we must deny your claimHowever, as a goodwill gesture I have sent an Electronic Travel Certificate that will arrive via email within a few daysUsing the certificate, we look forward to the opportunity to provide the service you deserveI appreciate that you chose us for your travel as a MileagePlus member and on behalf of United, we will do better to meet your needs on your next trip.Best Regards, Marleina [redacted] Corporate Customer CareCase: [redacted]

Dear Mr**:I'm responding to a complaint forwarded to us from the Revdex.com.Thank you for the final opportunity to address your concerns regarding your recent flight After further review, we again found that United Airlines complied with all of the applicable regulations at the time of your flight.Our records indicates the changes made to your travel plans were due to phone call from you requesting the changes and a need to get back to IAD or DCA as soon as possible You were given all of the options available at the time of that call and you declined them all and advised the call center professional you "would call back".The $bag fee is correct and in accordance with our current bag fees policy and you were also advised of that policy alsoWe truly regret any inconvenience you may have incurred while traveling with us It is our sincere desire to move forward in our business relationship with you, and we realize that you have a choice of carriersRegards, LeMarkus ***Corporate Customer CareCase: 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, Amie [redacted]

Dear [redacted] , Ryan:I'm responding to a complaint forwarded to us from the Revdex.com I contacted the MileagePlus service center on your behalf and was advised the 27,MileagePlus miles were Redeposited to your account.2/9/ Upgrade Award UP28T (27,500) 2/9/ Award Redeposit 27, Please contact the service center and speak with a service center representative for more informationThank you for your businessRegards, LeMarkus ***Corporate Customer CareCase: [redacted]

Dear Ms [redacted] :I am responding to your communication submitted to the Revdex.comI kindly refer you to our previous communication dated on June 1, 2017, regarding Better Business case ID: [redacted] provided below --------------------------------------------------------------------------------...⇄ Ms [redacted] : I am responding to your communication filed with the Revdex.com I'm sorry you were unable to travel to the BahamasWhile we are able to honor your specific request in the form of a refund, we will waive the $reissue fee that is associated with your ticket as a one-time exception When you are ready to book a new itinerary, please call our Reservations department at 1-800-UNITED-((1-800-864-8331) and refer to your confirmation number: [redacted] Please be advised tickets are valid one year from the date of issue (5-3-18) and any applicable fare difference will be collected We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, Julie [redacted] Corporate Customer Care Case ID: [redacted] --------------------------------------------------------------------------------...⇄ [redacted] , I do understand your disappointment, however an exception was already made when we offered to waive the $reissue fee that's associated with non-refundable ticketsI'm sorry, there will be no additional exceptions made to the reservation (confirmation [redacted] ).Despite the unfavorable response, we do appreciate your business and look forward to welcoming you on board a future United Airlines Flight Regards,Julie ***Corporate Customer CareCase ID: [redacted]