United Airlines

Complaint: [redacted] I am rejecting this response because:The Bereavement refund is advertised on United Airlines websiteThey MUST honor my request for the 20% refund per thefair trade practices act United has made NO EFFORT to discount a $fare to Cleveland that normally costs about $or lessI am requesting a 20% refund United has a reputation for taking advantage of their customers & this is a screaming example of their lack of sympathy and their concern for making a Profit at the expense of my Grief for the Loss of my Father United Airlines is contributing to my Grief Please penalize them for this blatant misrepresentation on their website Sincerely, [redacted]

September 30, Dear [redacted] I am responding to a correspondence received from the Revdex.com We are sorry for the inconvenience you experienced on July 25, on UA [redacted] from New York City, NY (LaGuardia) - LGA to Cleveland, OH- CLE airport when your BusinessFirst seat assignment was not indicated on your boarding pass and you were instructed to see our gate agent Direct customer feedback about our products and services is so important in helping us to improve We do our best to accommodate individual seat requests, but unfortunately, due to potential operational changes, we are not able to guarantee seats and they are subject to change without notice due to schedule change, equipment change or other unforeseen circumstancesAdvance seat assignments are offered as a courtesy for ticketed customers up to days prior to departure on all United Airlines flightsAs we configure our aircraft to include more Economy Plus seating, as well as optimize planes for the right markets, we are encountering a higher-than-number of aircraft swaps that may include seat assignment changes and we will always attempt to assign the same or similar seat type and locationWe understand that your seat assignment is important, so we'll make every effort to keep your original seat preferenceUnited Airlines reserves the right to alter seat assignments due to operational needs Our past date records indicates your seat assignment [redacted] was in BusinessFirst cabinOur BusinessFirst cabin on any airplane is based on the enhanced seating, services and amenities I can appreciate your request to refund your ticket or refund an equivalent monetary amount of approximately $630.00; unfortunately, we are unable to honor your requestOur records show the ticket was used; therefore, no refund is due As reiterated in previous correspondence, seat assignments are not guaranteedAnd while we generally do not provide compensation for seat assignment changes, our past date records indicates you contacted Customer Care Department on August 4, and 5,bonus miles were deposited in your account as a gesture of our concern Thank you for your patience and understanding [redacted] as a MileagePlus member, we appreciated your business and despite the negative experience, we hope to have your continued business and supportWe realize that you have a choice in airlines and will make every effort to leave a better impression if you will allow us the privilege of serving you again Regards, [redacted] Corporate Customer Care United Airlines [redacted]

March 15, Dear MrsHeckman ***: The Revdex.com has forwarded your correspondence to our attention We are very sorry to hear of your daughter’s illnessWe 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, upon receipt of proper documentationOur records indicate a refund was requested, with the case numbers of [redacted] and [redacted] An e-mail was sent to you from our Refunds department requesting documentationThis information is necessary before our Refunds department can proceedI have included the e-mail that was sent to you belowIt contains information and options available to youPlease respond to our Refunds department, as requested in their original correspondence sent to youWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, Judith [redacted] Corporate Customer Care Case PASSENGER: ***/GORDON TICKET(S): REQUEST ID: [redacted] Dear GORDON ***: Thank you for contacting United RefundsUnfortunately the comments or notes sent through united.com have not appended to the recordIf you do require further assistance, please submit your information to us using one of the following optionsPlease submit your request to us as a .pdf, .jpg, .gif, .tif, and/or .tiff through www.United.com/Refunds Please note the file size should not exceed MBIf you are unable to submit this using our website, you can also send the information to us via postal service or fax, with your ticket number(s) attachedMailing Address: United Airlines Customer Refund Services [redacted] - Department NHCRF Houston, TX Fax: [redacted] Thank you for the opportunity to assist youSincerely, Customer Refund Services www.united.com/web/en-us/content/reservations/refunds Tell us why here

Dear Mrs [redacted] :Thank you for contacting United through the Revdex.com We apologize for the delays and problems with your certificates.We will forward this issue for review however our records show our colleague issued $ [redacted] cardsHowever, as an additional gesture of goodwill for your inconvenience and thank you for your continued loyalty and patience, we will provide a travel certificate, emailed separately within business days, good towards a future United flight Regardless, we thank you for your patience, business and loyalty We’re always glad to hear from our MileagePlus members and thank you for flying the friendly skies.Regards, Joe [redacted] Corporate Customer Care

Dear Ms. ***:I am responding to the additional information you forwarded to the RevDex.com. I understand your disappointment that your MileagePlus account was closed. I spoke to Sue Weiler about this case. She stated if you need any additional details to email Corporate Security at [redacted] @united.com. Unfortunately; she is unable to open up your MileagePlus account and I am truly sorry. Thank you very much.Regards, Susan [redacted] Corporate Customer CareCase: [redacted]

Dear Mr**: We apologize for the difficulties Ms [redacted] experienced with obtaining a gesture of goodwill from our appreciation website for Flight ** Our records reflect that Ms [redacted] contacted Customer Care on May 11, 2016, to let us know about the problems she faced, and she was provided with the $electronic travel certificate for Flight ** Note that the PIN Code for the electronic travel certificate was emailed to Ms***’s email address reflected in her MileagePlus accountWe do hope Ms [redacted] will have a chance to apply the certificate toward a future United ticket purchase Sincerely, **zanne [redacted] Corporate Customer Care United Airlines Case ID [redacted]

Dear Ms. ***:I am responding to the information you forwarded to the RevDex.com. I am sorry to hear your flight was delayed on December 03, 2017 and you missed your connecting flight. I also regret you're disappointed with my colleague's compensation offer. I've reviewed... your situation again and want to make things right. I'll deposit 15,000 goodwill miles into each of your MileagePlus accounts. The miles will post to your accounts shortly. You'll receive a separate confirmation email within a few days. I hope this lets you know we appreciate you and your business. We look forward to welcoming you on board a future United Airlines flight. I hope you and your family have a wonderful holiday season. Regards, Susan ***Corporate Customer CareCase: [redacted]

Complaint: I am rejecting this response because: It has been daysI have not received anything yetWhat email is this being sent to? Also, while I recognize the effort of courtesy, you are only addressing my unscheduled and involuntary flight bumping-- per federal standardsAll of my other issues are not being addressedIf I would have filed complaints along the way as I had them, I would have at least different cases as of nowIn addition, my repeated requests to reach someone in the executive office have not proven successfulAs a goodwill gesture-- in addition to the voucher can you also include a 25,mileage addition for both my husband and I? I appreciate your help Sincerely, Markita [redacted]

Dear Mr [redacted] : We appreciate you contacting us through the Revdex.comI'm sorry to hear about the problems you experienced on our website, I can understand your disappointment.Regrettably, we cannot honor a flight unless it is ticketed and confirmedYour feedback is important to us and is a tremendous help in identifying and resolving this issueWe'll take it from hereOur Technology team is hopeful this will be fixed soonWe'll work to provide you a more user-friendly website and seamless experienceShould you require further assistance, our Reservations staff will be happy to assist youThey may be reached at 1-800-UNITED-We do appreciate your feedback as a MileagePlus member and welcome the opportunity to provide better service for you the next time you fly with United.Kind Regards, [redacted] Corporate Customer Care, United Airlines Case: [redacted]

Dear Ms [redacted] :Thank you for contacting United Customer Care through the Revdex.comWe are sorry to hear of the flight cancellation on January 25, and regret we were unable to provide the efficient assistance you needed when you called our toll-free lineUnfortunately, Winter Storm Jonas caused quite a bit of disruption which canceled hundreds of flights and resulted in an atypical increase in incoming phone calls and e-mailWe've taken note that you elected to purchase a separate ticket due to the long hold times and we regret that we're unable to honor your request for a refundI see that you have received a refund for the unused portion of your original reservation and a $travel certificate was provided by Customer CareYour circumstances nonetheless warrant special consideration to issue an additional travel certificate to bring this matter to an amiable conclusionYou will receive the certificate via e-mail in 3-days.We at United wish you the best, and hope to someday regain your confidence Should you give us another opportunity, we will work hard to provide the quality service you deserveRegards, Marleina [redacted] Corporate Customer CareCase:

Dear Ms [redacted] : I am sorry you are disappointed with my response However as I previously explained, your Mileage Plus account is password and PIN protected, and as such only Mileage Plus personal may access it As for the credit card,I have no access to [redacted] banks data and can not assist with credit card issues, as this is proprietary information, and only available to [redacted] employees As such you may either contact United Mileage Plus, at:800- [redacted] , or [redacted] Bank at the number on back of the credit card Again my apology for the confusion Regards, *** [redacted] Corporate Customer Care Case: [redacted]

Dear Mr [redacted] :I am responding to your communication submitted to the Revdex.comI'm sorry for the disruption in your travel plans on April 4, 2018, Our goal is to consistently provide a safe, on time, and seamless experience for each of our customers and I regret this did not happen for you on this occasionOur records indicate United Express Flight # [redacted] was cancelled due to weather.To clarify our policies and procedures during irregular operationsWhen a flight has been cancelled or experiences a lengthy delay, we will rebook our customers onto the next available flight, sometimes the wait can be longer than expectedIf the protection offered is unacceptable, our customers can go standby on an alternate flight to see if space becomes available due to last minute passenger cancellations or they can request travel to an alternate airport at no additional charge.Of course we understand if our customers choose to make other arrangementsIn that case, our customers can receive a refund for the segment for which we were unable to provide transportationWe do not however reimburse for car rentals or other expenses that may be incurredIf you have personal insurance or purchased travel insurance that may cover the out of pocket expense, we will gladly work with the insurance company on your claim.Mr [redacted] , we certainly recognize the importance of customer satisfaction in this highly competitive industry and are aware of the impact a negative experience can haveAlthough we are unable to provide you weatherTowith the generosity you have requested, we will send you $travel certificate as a gesture of goodwillThe 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 MileagePlus 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.Kindest Regards, [redacted] ***Corporate Customer CareCase ID: [redacted]

February 22, 2016Dear Ms [redacted] :We are sorry to hear of your complaint filed with the Revdex.com regarding your experience when traveling from Houston to Detroit on United Express You noted that your Coach carthat you were forced to gate check was damaged.Incidents of damaged baggage must be reported to the airport Baggage Service Office, located near the baggage claim area, immediately after your flight If you have already left the airport, the damaged baggage must be brought back to the airport as it must be viewed by and reported in person at the airport Baggage Service Office within hours after your flight's arrivalPlease understand that our Baggage Resolution Service Center handles all damaged baggage related claim issues and due to auditing purposes there are specific procedures in place that must be followed in order to appropriate handle a customer's damaged baggage claimMs [redacted] , as a MileagePlus member we sincerely appreciate your business We hope you will not judge us based solely on this experience but will allow us a future opportunity to regain your confidence in our ability to serve youSincerely, Judy [redacted] United Airlines Corporate Customer CareRef #

Dear Mrs***, I understand that you called Reservations after you realized that you booked your ticket incorrectly and was advised the ticket would be refunded However, the ticket was not refunded and your refund request was denied by United Refunds Please accept my apologies for the inconvenience and negative impression this situation may have createdI have authorized United Refunds to refund ticket [redacted] The refund can take up to seven business days for processingYour patronage as a MileagePlus member is appreciated We are looking forward welcoming you onboard when you travel with us in JuneKind regards, [redacted] Corporate Customer Care Case [redacted] Tell us why here

August 1, Dear Ms [redacted] : The Revdex.com has forwarded your correspondence regarding your delayed luggage to our attentionI'm sure it was frustrating having to purchase items since you were without your luggageI know this wasn't how you planned to spend your time away from home and I’m sorry this happenedOur Baggage Resolution Center (BRC) handles all baggage related concerns and they will be happy to assist You’ll need to download and complete the delayed baggage claim form for reimbursement consideration I’ve included the link below, which includes complete directions and lists the items needed so our Baggage team can review your caseI recommend keeping copies of the completed claim form and receipts for your recordsIt is also necessary to speak directly with the BRC for damage incurred as well http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx Thank you for your understandingWe will make every effort to leave a better impression when we have the privilege of serving you againRegards, Judith [redacted] Corporate Customer Care Case Tell us why here

Dear [redacted] ***: In reviewing the record, and the response from the refund department, the record was still live, and the space had not been cancelled I was able to contact the reservations department on your behalf, and requested the space to be voided on the recordI then resubmitted the request to the refund department My apology for any confusion Regards; [redacted] Corporate Customer Care Case

Dear Mrs***:I have retrieved your husband and daughters reservation as well as your daughter's feedback.United Airlines does not refund upgrades due to any complaint that the passengers had concerning the service that they received.I do apologize that they were disappointed in the experience of first class that they both had It is certainly never our intent to disservice any passengers traveling with United Airlines.It is disappointing that Emily witnessed a flight attendant blowing his nose while preparing the food items and that the aircraft was too warm at times.Meals are served to our first class passengers based on their MileagePlus status meaning all Global Service members will be asked first what they prefer and then Premier 1K, Premier Gold, Premier Silver and then non-MileagePlus members Due to the experience that Mr [redacted] and Ms [redacted] had, I have authorized a travel certificate for each of them which will be sent to your email address within 24-hours The certificates are valid one year from the date of issue.Mrs***, United Airlines does appreciate your feedback and your business.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

Dear Mr [redacted] I am responding to your communication filed with the Revdex.comI regret to hear that a lower fare for your itinerary (confirmation H42Z9D) could not be confirmedPlease be advised that as the availability of seats and fares changes continuously as reservations are made and cancelled, fares can not be guaranteed until the itinerary has been ticketed, or in this instance, exchanged for a new ticketWith that said, please know that I did take the liberty of reaching out to our a Reservations supervisor to see if anything could be doneUnfortunately, because the lower fare you mention was never able to be stored into the system and your itinerary involves other airlines (Air Canada and Alaska Airlines) a manual override is not possibleI'm very sorryMr***, I do realize how disappointing this must be for youAlthough we are unable to exchange the tickets for a lower fare, as a customer service gesture, I will send you and Ms [redacted] each a $100USD travel certificateThe electronic vouchers will be delivered separately via email (luke@ [redacted] .net) within the next business days and can be redeemed by the person of your choosing on any United/United Express operated flightWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie ***Corporate Customer CareCase ID: [redacted]

Dear Mrs [redacted] : We welcome the opportunity to address your concerns regarding your future travel plans I'm sorry for the inconvenience you experienced Star Alliance provides customers seamless travel options to countries across the worldThe member airlines are linked with special software that permits through check-in, luggage transfers and boarding passes Flights operated by certain partners require a 24-hour hold so we can ensure that your preferred flight and seat are processed with that partner Once we receive confirmation of your itinerary from the partner airline, we will notify you via email Should you need further assistance, please contact our Reservations agents have the most updated information on policies and procedures related to tickets and faresTo speak with one of our reservations professionals, please call: 1-800-UNITED-(1-800-864-8331) from the U.Sand CanadaFor a list of touch-tone menu options, see the U.Sand Canada reservations contact information page on united.comOur website is also the place to go for the latest news, travel tips, a cutting-edge new smartphone app, and much moreMrs [redacted] , we appreciate your business and we look forward to welcoming you onboard your future United Airlines flightThank you for flying the friendly skiesRegards,Valerie [redacted] Corporate Customer CareCase

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***