United Airlines

Dear Ms [redacted] : I am so sorry to hear of the unpleasant start to your vacationWe received your complaint filed with the Revdex.com and with our Baggage Resolution CenterPlease accept my personal apology the attendants were not more helpful in locating a space for your carry-on bagI empathize with your frustration, as the late hour of the delivery further compounded the inconvenienceRegretfully, we are unable to refund used or flown travel, and we are limited to travel certificates or mileage as our goodwill or compensation optionsHowever, I can refund the $checked bag fee I located in your record Please allow up to one billing cycle for the fee to reflect back to the original form of paymentAdditionally, I will be happy to send you a $electronic travel certificate 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 3-business days for delivery on a separate cover to your emailWe hope you will be able to accept our apology and the goodwill in the sincerity it is offeredSincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted]

Dear Mr ***: We received your letter from the Revdex.com regarding your flight experience I am sorry to learn of your unpleasant experience when you traveled with us on July 14, and apologize for your missing bags I understand you were inconvenienced when your luggage was not returned to you promptly after your recent flightThe experience you describe is certainly not reflective of our commitment to optimal customer serviceMaking reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every dayWe understand that communication is essential, and sharing up-to-date information can help ease disappointmentPlease be assured, it is never our intention to deliberately cause you distress of any kind Based on my findings, our Baggage Resolution Center is aware of your missing bag(s) and is actively searching the whereabouts of your bags Our Baggage Resolution Center has obtain your missing baggage information and will contact you directly when you baggage is located Should you have any additional concerns and/or inquiries regarding your missing bags, please contact our Baggage Resolution Center at 1-800- [redacted] ([redacted] )If the toll-free number is not available in your area, please call 1- [redacted] , prompt The center is open hours / days a week I realize your flight experience was disappointing, and to help make amends, I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines Please allow to business days for processing Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate We do want you to know that our airport station managers, operations, MileagePlus teams and senior leadership spend a good deal of time reviewing comments from you and other customersWe realize that you have a choice of carriers; however we would like to continue our business relationship with you Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust Mr ***, as a MileagePlus member your business is very important to us Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards, [redacted] Corporate Customer Care Case ID – [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 Passenger name: Sylvia [redacted] Flight Number: 995Flight Date: 3/3/2018Ticket Numbers (digits beginning with 016): [redacted] Sincerely, Marci ***

Dear Ms [redacted] :I am responding to your communication submitted to the Revdex.com:I'm sorry for the confusion about our Basic Economy fares.To clarify our policy, Premier members who purchase Basic Economy tickets are subject to most of the Basic Economy restrictionsHowever, Premier members will receive the same boarding priority and carallowance as they would receive when traveling on any other fare, and they're still eligible for the complimentary checked baggage allowance they receive with their Premier status.However, in researching your information our records indicate that your MileagePlus status is that of a general member (MileagePlus Number [redacted] )As you do not have Premier status, the appropriate baggage fee was collected by our Palm Springs Customer Service representativeIf this is not the correct MileagePlus number, please let us know and provide the numberIf you have Premier status, we will submit a refund request to our Accounting department.As a friendly f.y.i., to qualify for elite (Premier) status, customers must travel a minimum of 25,qualifying miles or qualifying flight segments and spend a minimum of $annuallyFor more information about the various Premier levels, please visit united.comFor your convenience the link is provided below: https://www.united.com/web/en-US/content/mileageplus/premier/qualify.aspxAs a MileagePlus member, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,Julie ***Corporate Customer CareCase ID: [redacted]

Im sorry, I see your property is located in New York We are located and work in central Ohio only We are not part of Sears Roebuck You will need to contact them to remedy this situation Good luck!!

Dear Mr. [redacted] : I'm sorry you had to find a different way to your destination. I can only imagine the frustration and apologize for the unexpected changes. We normally do not reimburse the alternate transportation, We send a refund request for the unused ticket... portion. Our records indicate that my colleague issued a check for $150.00 which is the maximum reimbursement for the car rental expense when. We also refunded the unused portion of the ticket in the amount of $81.55. I am sorry we are unable to refund the remainder of the car rental expense. Thank you for choosing United for your travel. We look forward to a future opportunity to give you a more positive experience. Regards, [redacted] Corporate Customer CareCase [redacted]

Dear Mr***:I'm very sorry you are not happy with my response; however privacy laws prevent me from discussing this issue with you, as your name is not included in the reservation Mr [redacted] will need to contact us directly He can contact us via our website at United.com/feedbackSincerely, [redacted] Corporate customer CareCase ID [redacted]

November 30, 2015Dear [redacted] I am responding to a correspondence received from the RevDex.com. We appreciate the time you have taken to contact us again, and on behalf of United Airlines I sincerely regret of your continued disappointment and for any possible miscommunication.We appreciate the time you have taken to contact us again. On behalf of United, I am sorry to learn of your continued disappointment.We ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures. Your concerns have not gone unheard.You asked us to reexamine your request, and we have done so. All things considered, we do support our earlier decision. While I am sorry to learn of your disappointment and understand that you did not find my previous correspondence satisfactory, it is important for you to know that our ticket policy cannot be compromised in equitable fairness to others whom have requested similar exceptions.Our Customer Service Representative at the New York/Newark, NJ airport authorized the refund for the unused ticket for the child that did not travel and the refund was applied to the original form of payment. As mentioned in my previous correspondence, we are unable to honor your request to refund any additional tickets that you purchased or the used tickets because transportation was provided. Unfortunately, we are unable to reimburse you for inconvenience, loss of time or out of pocket expenses. Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditions. By purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage. The Contract of Carriage is available on the united.com home page.I hope you will accept the two $100.00 electronic travel certificates in the spirit we intended. Thank you for your patience and understanding. I realize this is not the response you were anticipating and I'm sorry for your disappointment. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, [redacted] Corporate Customer CareUnited AirlinesUAL: [redacted] BBB: [redacted]

Complaint: [redacted] While I appreciate United responding to this complaint this is a matter of principal. United sold me an expensive ticket I do not qualify to begin with without telling me, then it turns out it is nonrefundable, again without telling me. Whatever the terms of a ticket are they have to be disclosed at the time of purchase. They were not. By United deciding they are keeping my money is theft. I would like a refund for the portion not used. I also want a discount for the outbound ticket that I was sold that I do not qualify for. That is complete fraud. I do not want a credit to use on United. I would like a refund. 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 The only thing that has not happened yet is the refund of the originally purchased tickets Once that is done, I'm am more that appreciative of the assistance provided by Tracy and Wendy of United Airlines The entire experience worked out much better once my wife spoke with these ladies Sincerely, Steven [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 provided United follows through with their proposed resolution Sincerely, [redacted]

Dear Ms***: I’m responding to a complaint forwarded to us from the Revdex.comWe carefully manage our seat inventory and incur costs when a traveler elects not to fly in a reserved seatAs you may be aware, a service charge applies for changing the time or date of travel for restricted non-refundable ticketsService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsTickets are often reissued for a $service charge; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference in fare if the original fare purchased is no longer availableOur published terms and conditions are designed to balance the needs of customers with the business needs of our companyWe sell several types of tickets with varying levels of restrictionsThis information was outlined in your ticket per our contract of carriage for Nonrefundable tickets If you would like to apply for a refund for a medical reason, you need to go to united.com/refund and attached the required documentation from a medical professional*Trip InsuranceWhether you’re flying halfway across the country or halfway around the world, Trip Insurance from [redacted] helps you plan for the unpredictableIf an unexpected wrench interferes with your trip, you can have financial protection from a global leader that covered over million people last yearBenefits of Trip Insurance include: • Up to 100% cash back for covered trip cancellations, delays, and interruptions • Reimbursement for the covered purchase of reasonable additional personal items purchased during your trip when baggage is delayed for longer than hours • 24/hotline assistanceTerms, conditions and exclusions applyThis product may not be available to residents of all states Insurance benefits are underwritten by either [redacted] or [redacted] depending on the insured’s state of residence.http://www.etravelprotection.com/unitedairlines/Product/?psId=is the website for this informationWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, LeMarkus ***Corporate Customer CareCase: [redacted] Tell us why here

Dear Ms [redacted] : We received your letter to the Revdex.com concerning your request to refund your e-tickets I am sorry for your unpleasant experience when you contacted our Customer Service for assistance I also regret to learn your disappointment with our ticketing policy Based on my findings, the ticket you purchase for yourself and Mr [redacted] are restricted non-refundable e-tickets Respectfully, I regret you refund request have been declined However you are allowed to make changes to your ticket for a fee Please understand that United’s excursion tickets are non-refundableA service charge usually applies for changing the time or date of travelService charges help cover costs associated with processing ticket changes, adjusting passenger manifests, and filling empty seatsYour ticket may be exchange for a service charge of $200; however, depending on the available inventory when the ticket is reissued, an additional collection may also applyCustomers must pay the difference between the original fare and the new fare when there is reduced inventory or published fare increasesAs a gesture of goodwill, I will waive your change fees ($per person); however you will still need to pay any fare difference if applicable You may also change your e-ticket to a different destination When you are ready to exchange your e-ticket, please contact our Customer Service Desk at 1-800-864- Please make sure that you immediately provide the agent with your confirmation number ( [redacted] ) The agent will retrieve your record and make the necessary changes to your itinerary As a reminder, United Airline tickets are valid one-year from the date of purchase; therefore your tickets must be exchanged on/before March 24, We appreciate your business, and we look forward to welcoming you on board a future United Airlines flight Regards, James [redacted] Corporate Customer Care Case ID – Confirmation Number: [redacted] Stacey [redacted] : Ticket Number: [redacted] Ticket Issue Date: March 24, Fare Type: LAA07AHN / KAA14AHN Amount: $USD Joseph ***: Ticket Number: [redacted] Ticket Issue Date: March 24, Fare Type: LAA07AHN / KAA14AHN (restricted / non-refundable) Amount: $USD Itinerary: UA [redacted] L EWRCLT UA [redacted] K CLTEWR ADJUSTED

April 4, 2017Dear Mr [redacted] :I am sorry to hear of your complaint filed with the Revdex.com regarding your travel experiences with United I am sorry to learn that your travel companion was downgraded on your recent flight from San Jose del Cabo to Newark due to a broken business class seat You both intended to comfortably travel together in business class and we were not able to take care of this for your companion or offer them anything similar on the same flight It was not the way your companion wanted to travel and I apologize that we could not meet their expectations or yours Your feedback is very much appreciated and will be passed along as this allows us to review and evaluate our products and the service we provide our valuable customers.Regrettably, we are unable to provide a ticket refund/re-deposit of miles when transportation was provided Considering your travel companion flew in economy class, they are entitled to the difference between a one-way business class Standard award and a one-way economy class Standard award Therefore, I have submitted a request to re-deposit 32,award miles back in to your MileagePlus account Please allow approximately five business for these miles to post When a customer is downgraded our airport personnel would provide compensation based on our company's downgrade policy However, our records reflect that our airport personnel could not issue the electronic travel certificate due to a printer error In turn, I will be fulfilling our policy by issuing the electronic travel certificate for your travel companion You will receive a separate email within a few days.I am also sorry to learn of the horrible experience you encountered during your January travel Our records reflect that my Customer Care colleagues have already addressed the circumstances you encountered during that trip.Mr [redacted] , as MileagePlus members we truly value you and your travel companion's business As I recognize you have a choice of airlines, I hope you will re-consider and allow us a future opportunity to provide a better travel experience Sincerely, Judy [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Dr***:I am responding to your correspondence addressed to the Revdex.com regarding your December 28, travel.I apologize for the inconvenience you experienced as a result of the delay of United Express flight *** Please understand that we do work hard to minimize flight problemsOur goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first 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 basisWhile we are unable to honor your specific request, as an expression of apologies, we’ll send you a $Electronic Travel Certificate (ETC) that can be used on a future United or United Express flightYou should receive another email with the ETC within 3-business days We appreciate your loyalty and know, as MileagePlus Premier member, it’s the experience of flying United that matters most.We look forward to offering you a better experience the next time you fly with us.Kind Regards, Laura [redacted] Corporate Customer Care Case 9899568Tell us why here

Thank you for your accommodation, we are extremely appreciative I accept the terms sent over and would like to get our flights moved at your earliest convenienceWarmly,Kailey

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11101244, and find that this resolution is satisfactory to me Sincerely, Tamer [redacted]

Dear Ms [redacted] : We received your letter from the Revdex.com regarding your recent experience with us I am sorry to learn the difficulties you experience with your Customer Service Desk when attempting to utilize your Electronic Travel Certificate We are committed to providing excellent customer service, however we are unable to make reservations or check flight schedules via e-mailOur fares and availability are subject to change at any time and require direct input from the customer As MrDavid [redacted] previously advised you, our Corporate Customer Care office is not trained to book future travel plans However we are still willing to refund your $Booking Fee (per person) after you have completed booking your future flights made through our Reservations Department When you have completed your booking, please rely with the following information: - Confirmation Number(s)- Flight Number(s)- Travel Date(s)- Origin / Destination Should you need immediate assistance with booking flights, please contact our Reservations Department at 1-800-864- Mr [redacted] , as a MileagePlus member, your business is very important to us Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards, James [redacted] Corporate Customer Care Case ID -

Dear Mr***:I am responding to your complaint with the Revdex.com, reference number, [redacted] .I apologize for the misunderstanding regarding the 35,miles being deposited back into your accountI am issuing 35,bonus miles as a way to apologize and make things rightPlease allow a few days for the miles to postWe appreciate your business and loyaltyIt's always a pleasure to serve your travel needs.Kind regards,Sarah ***Corporate Customer CareCase [redacted]

Dear Mr [redacted] :I am responding to your latest communication sent through the Revdex.com.I am more than happy to assist you with your refund request, but I will need you to provide me your confirmation number.I look forward to hearing back from you.Regards, Lilia [redacted] Corporate Customer Care [redacted] & [redacted]