United Airlines

Dear Mr*** Your correspondence addressed to the Revdex.com has been forwarded to my attention for review Please accept my apologies for the disappointment you have expressed regarding a refund of your award travel I have submitted a request for a refund of the taxes, but the $award booking fee is non-refundable I appreciate your understandingYou may track the refund request online at www.united.com/refunds using tracking number [redacted] Mr***, your business and satisfaction are especially important to us We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you againBest regards, [redacted] Corporate Customer CareCase: [redacted]

Dear [redacted] : We received your letter through the Revdex.com, with reference to case [redacted] I would like to extend my personal apology for any negative impact to your schedule due to the delay of your luggage; your frustration is certainly understandable While we are unable to provide for your personal ground transportation or refund used travel, we empathize with the circumstancesAs a goodwill gesture, please accept a $electronic travel certificate to help offset your cab cost and for the inconvenience 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 two business days for delivery on a separate cover to your email As a MileagePlus member, we hold your loyalty in high regardThank you for making us aware of the situation and for the opportunity to assist youI 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***: The Revdex.com has shared your message with United Airlines Customer Care DepartmentIn order to address your concerns, we ask that you provide us with additional information such as your 13-digit ticket number beginning with the numbers 016, your MileagePlus account number (provided you maintain a MileagePlus account number), your reservation record number, and the receipt number for the Economy Plus seat purchase, as well as your ticketed travel date and flight number Thank you for your cooperationWe look forward to your reply Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution unsatisfactory to me, and i'm looking forward to at least get a compensation from the business, due to poor customer service quality and the uncomfortable experience I had with the airline.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because it has not answered my concern It seems like my case is now being started over as I am dealing with a new person in Corporate Customer Care Your response indicated what United's policy is now that the companion gold status expires upon death of the primary flyer However this was NOT [redacted] 's policy when my husband died in I was assured by [redacted] Airlines when I informed them in of my husbands death, that my status would continue, and it has extended every year from his death in until I need United to explain why in 2016, years after my husband's death United Airlines is not honoring this as a grandfather policy from [redacted] AirlinesI previously explained this in my correspondence to [redacted] on May 10th and she responded with the below Additionally she responded on May 20th that she was still awaiting a response Received May MESSAGE FROM BUSINESS: Dear Ms [redacted] :The Revdex.com has forwarded your correspondence to my attention.The MileagePlus Service Center has escalated this matter to the Marketing Department I will contact you directly when I receive more informaiton.Thank you for your patience Regards, [redacted] Corporate Customer Care Case [redacted] Received May 20thDear Ms [redacted] :The Revdex.com has forwarded your correspondence to my attentionThank you for your patience with this matter I will contact you as soon as I hear back from themThank you for choosing United Airlines Regards, [redacted] Sincerely, [redacted]

Complaint: 11589638 I am rejecting this response because:As I mentioned, this is a co-branded card. And the MileagePlus program (where users spend and earn United Airline miles) and the new promotion in June are launched and operated by your two parties jointly.Because this is a targeted offer, [redacted] card services department is unable to identify who have been targeted. And I have consulted them for the match. From their response, I think the way that do the match is to ask the department that determines the targeted customers, check the eligibility (history) in their database and process a match. I think I have finished the inquiry towards the [redacted] bank side. Best regards, Sincerely, Nan ***

Dear Mr [redacted] : The two $electronic travel certificates were combined and applied to reservations confirmation number [redacted] Apparently, the ticket associated with that reservation record was refunded And once the discount is used, the discount will not be reissued for future use To bring this to an amicable conclusion, I am sending you a new $electronic travel certificate which will arrive separately via email within at least hoursWe look forward to welcome you onboard United again soonSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here

Dear Mr [redacted] : Thank you for contacting United Customer Care through the Revdex.comWe apologize for the poor experience and check in issues with your bags We are sorry you felt that the situation was not handled properly and contradictory information providedWhile as a general rule, our airport agents have final say with acceptability and check in cutoff time of baggage, we will forward this issue along with your comments to management for review with our airport staff and also so they are able to see how your travel plans were affectedWe apologize for the inconvenience and frustration this situation may have caused you and regret the poor impression createdWe certainly are capable of doing a better job than describedYour comments will help us in future policies, procedures and protocols to create an airline receptive to your needs While no refund is possible for change fees and club passes, as a gesture of goodwill for your inconvenience and thank you for your continued loyalty and patience, we will provide a travel certificate to offset your unplanned expense, emailed separately within business days, good towards a future United flight We thank you for your patience, business and loyalty Regards, Joe [redacted] Corporate Customer Care [redacted]

Dear Mr [redacted] :I spoke to you on the phone and I made the authorization to issue you and your travel companion electronic travel certificates without any additional charges.United Airlines does appreciate your business and you should have received the certificates that I made the authorization for without any charges If there is anything else that you would like to speak with me concerning, please feel free to reach out to me.Regards,Sheila [redacted] Corporate Customer Care

Dear Mr [redacted] : Regrettably, we are unable to offer you an upgrade of your status to Premier Gold waiving the requirementsMileagePlus offers promotions that allow those that did not earn the status to buy up to the next statusWe realize we are unable to meet in full all customers’ expectationsI have filed a complaint on your behalf that will be included in our Corporate Customer Care report, which is reviewed by members of our senior management teamThe report is used as a tool to gauge our service failures and successesThere is no way to speak to someone that will change the program rules.Mr [redacted] , we realize w are unable to satisfy all passengers but we do the best we can to make the program fairKind Regards, [redacted] Corporate Customer CareCase ID [redacted]

Dear Ms***:The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines.We are sorry for the inconvenience you experienced due to your flight cancellationOur goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination Based on your comments, we have room to improvePlease be assured that we understand your concernsIn appreciation for your feedback and patience, please enjoy the electronic travel certificate that will be emailed to you under separate cover within 3-business daysPlease provided me the other travelers information so that they can be compensated as wellI will also provide you with a Visa gift card for the hotel stay, but I will need your ticket number and flight information for the cancelled flight on August 8, Your continued support is very important We are working hard to earn your trustRegards,Lisa [redacted] Corporate Customer CareCase# [redacted]

Complaint: I am rejecting this response because: I did contact the service center months ago They never responded and they never adjusted my account as they promisedThat is the reason I contacted the Revdex.com for assistance Sincerely, Maurice [redacted]

Complaint: [redacted] I am rejecting this response because: I WAS there more than minutes prior to my flight and WAS still rejected at the ticket window as United Airlines in Mexico says you need to be there Two hours ahead of timeI do not want to ever fly on United again so the $ [redacted] flight reimbursement does not rectify the situationOn top of that, the flight was $ [redacted] and $ [redacted] respectively so $ [redacted] per person does not even cover itI did what United asked which was to be there more than minutes before the flight as per THEIR e ticket reminder for international flightsI just want my money back for the flights that we had to book home on Sunday/MondayI did what United asked and SHOULD NOT have had to pay for another flight home simply because I followed their directions on when to be at the airport (which was MORE than minutes ahead of time)I NEVER want to fly United again so as much as the ticket voucher was appreciated, I will never use it! Sincerely, Andrea ***

July 26, 2017Dear Ms. [redacted] :The RevDex.com has sent your response to my attention. Thank you for including the information regarding the refund request being under your husband name, Travis [redacted] .With that information, I was able to locate the following information. My colleague has sent each of you an Electronic travel certificate as a gesture of goodwill for the confusion surrounding the refund information. I also see the following refund reference numbers; [redacted] - [redacted] - [redacted] .These reference numbers show the full refunds have been completed on July 20, 2017. The refunds will be placed back on the original form of payment, and they may take a bit of time before they show on an electronic credit card statement. Thank you very much for your patience and understanding.We hope to see you all aboard a future United Airlines flight in the near future.Kind Regards,Judith ***Corporate Customer CareCase [redacted]

Dear Professor ***, I'm sorry to hear that you didn’t realize the flights you booked through our web site were operated by [redacted] For flights that are offered by United on our web site and operated by another carrier, there will be notation of the specific operating carrierAdditionally, our customers may request to see what accruals are eligible for the reservations during the booking process Please accept my apologies for any confusion the united flight number may have created When I reviewed your tickets, I saw that [redacted] operated the flights and Premier qualifying miles and a Premier qualifying segment were deposited into the accounts for the outbound flight However, the fare that was purchased for the return flight on September 9th is ineligible for accruals I understand that you called to ask about the accruals and were dissatisfied with the service our representatives provided For this I sincerely apologize We always expect our employees to be professional when our customers ask for information or assistance We're listening to our passengers more than ever and will continue to work hard to be your airline of choice To make amends, I will be adding a goodwill mileage deposit into each of the three MileagePlus accounts We appreciate your patronage and loyalty as a MileagePlus member and we are looking forward to welcoming you onboard when you travel on your next United flight Kind regards, Dana [redacted] Corporate Customer Care Case [redacted] Tell us why here

Dear Ms***: I understand you have questions and concerns about your confirmation with the [redacted] Travel Insurance protection program I'd like to help; however, while they're our partners in travel, all inquiries specific to their services need to be directed to them for accurate and complete attentionI'm sorry we're unable to assist you with your requestWe're always happy to assist with your United travel arrangements We look forward to having you aboard our United flight soonRegards, Candance ***Corporate Customer CareCases [redacted] & [redacted]

Dear Mr [redacted] :I am responding to your communication submitted to the Revdex.com.I thoroughly understand your point of view and wish to express our true regrets in not meeting your expectorationsUsually, we do not offer compensation for flight delays (controllable) under three hoursGiven the circumstances you described, we offered a $travel certificate as a gesture of goodwillAll things considered, we do support the offeringHowever, in an effort to bring this matter to an amiable conclusion, we will send you a an additional $travel certificate The electronic voucher will be 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 flight As a Premier Gold customer, we consider it a privilege to serve you as your preferred airline and look forward to the opportunity to see you on board again soonI truly hope your next trip with us provides the seamless customer experience you deserve.As always, thank you for choosing United Airlines.Regards,Julie ***Corporate Customer CareCase ID: [redacted]

Dear Ms. ***, We’re sorry to hear that the delay of May 13th United flight [redacted] to Houston impacted your carefully made plans to attend a wedding in Mexico. Of course our goal is to operate on schedule – unfortunately this doesn’t always happen. I understand that you opted not to use... your ticket since we were unable reschedule you on flights wherein you would arrive at Puerto Vallarta in time for the wedding, and I have requested a refund of your ticket. All refunds are processed back to the original form of payment. With this in mind, United Refunds will process a credit to the credit card used and issue an electronic travel.in the amount of the original certificate that was used when the ticket was purchased. The new certificate will be valid for one year from the date the refund is processed. Please allow seven business days for the refund to be processed. As goodwill and in lieu of reimbursement of the taxi and meal expenses you mentioned in the email sent directly to United Customer Care, I have authorized an electronic travel certificate. While certificates cannot be combined, each certificate can be used to discount a future ticket purchase. You should receive a confirmation of the certificate via separate email within a few days. Our policy stipulates that should there be a flight irregularity, we do not reimburse prepaid expenses such as hotel and transportation. Therefore, I must respectfully decline your request for reimbursement of your prepaid expenses. We truly appreciate your patronage as a MileagePlus member and look forward to offering you a better experience the next time you fly with us. Kind regards, Dana [redacted] Corporate Customer Care Case [redacted]

Tell us why here...Dear Ms. [redacted] :I know how frustrating your travel experience was, and I sincerely wish that I could undo the circumstances you experienced. While I understand the goodwill gesture you already received was not what you had anticipated, I do hope you will utilize the travel certificate to help offset the cost of a future ticket purchase with United.We look forward to welcoming you onboard United again soon, Ms. [redacted] .Sincerely,Suzanne ***Corporate Customer CareUnited Airlines Case [redacted]

Dear Mr [redacted] : Please know I have contacted United reservations on your behalf, and the tickets have been marked as no value and may not be exchanged at any future date for travelThere is no credit or value to these tickets You may respond to your insurance company and advise them as such As a Mileage Plus member, my apology for any inconvenience Regards, Ruth [redacted] Corporate Customer Care Case