United Airlines

Dear Dr***: We received your inquiry from the Revdex.com, reference [redacted] Your email clearly expresses your disappointment with your recent travelI would like to extend my personal apology for the negative impact to your schedule and the inconveniencesBased on your comments, we could have done a better job on a number of fronts; your frustration is certainly understandable Regrettably, we are unable to respond with the generosity requestedHowever, we have maximized the goodwill beyond our guidelines based on your description of eventsYou will receive a deposit of 10,MileagePlus miles for your accountPlease allow up to three business days for the miles to reflect Understandably, no amount of goodwill can compare to the disappointmentHowever, we do hope the sincerity of our apology and the tangible gesture of the deposit is recognized Thank you for your loyalty as a MileagePlus memberWe look forward to having the chance to regain your confidence and providing the quality service you deserve with United Airlines Sincerely, Suzanne [redacted] United Airlines Corporate Customer Care Case ID [redacted] Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11118883, and find that this resolution is satisfactory to me 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 meI'm now waiting for the $ [redacted] gift cardI appreciate Revdex.com's great helpThank you very much Sincerely, Yulan **

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, [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your travel experience with our United Express partner, Trans States America, on March 12, We strive to accommodate carbags for the greatest number of customers possible However, it is important to note that baggage allowances for United Express flights may differ due to smaller overhead bin space If your itinerary includes other carriers, carrestrictions may apply Please be sure to keep this in mind when traveling with our United Express partners in the future As such, it is not unusual for a passenger to have an item he/she intended to carry on a United Express flight checked at the gate as checked baggage If you should have further questions regarding our carpolicy, visit united.com From our home page, select "Travel Information," "Baggage information" and "Carbaggage" for more informationWe understand your caritem was checked at the gate as checked baggage, and we are sorry to learn you report damage to the contents of your carbaggage In the interest of good customer relations, we are providing you with an electronic travel certificate The electronic travel certificate can be used to help offset the cost of a future ticket purchase with us, and you will receive the electronic travel certificate under separate cover via email within 48-hours In the meantime, your patience is appreciated Thank you for your support as a MileagePlus member, Mr [redacted] We look forward to continue serving your travel needsSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here

Dear Ms [redacted] :I am responding to the additional information you forwarded to the Revdex.com I understand your disappointment that you were unable to change your ticket, and you have not received a response from [redacted] As a goodwill gesture I have issued you a $electronic travel certificate The certificate will be emailed to you in a few days which will offset the cost of the original ticket.I am glad I am able to assist you and thank you for all that you do Regards, Susan ***Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because:I appreciate you looking into this matterThis should have been done by the customer representatives that I contactedTheir rude behavior is unacceptable and I demand action.Just saying that you consider the matter closed will not cut it! Sincerely, [redacted] Here is your own email asking me to contact customer service:September 30, 2016PASSENGER: [redacted] / [redacted] TICKET(S): [redacted] REQUEST ID: [redacted] Dear [redacted] :Thank you for contacting United Refunds.Your inquiry pertains to a future travel reservationPlease contact a Reservations representative at 1-800-UNITED-(1-800-864-8331).Thank you for choosing United AirlinesWe look forward to serving you again soon.Sincerely,United RefundsCheck Refund StatusFAX: [redacted]

Dear Mr***:The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your experience in booking an itinerary on April 24, Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United AirlinesFirst, I would like to apologize for the negative experience you had Please know that we are always working to create an avenue for easy bookings on our website, even when dealing with other airlines involved in codeshare offerings Second, our records show that the original itinerary you booked involved a codeshare flight, which cannot be ticketed right away due to a confirmation needing hours Our records do show that you were advised of such and advised to contact us about the reservation if you did not receive an eTicket confirmation regarding your ticket No activity is shown in the record until the day before the flight in which you contacted us by phone and a reservation agent assisted in booking an itinerary without any codeshare flights.Mr***, while I must decline your request for compensation due to your having been advised of the required follwhen booking such an itinerary, I will be sending you an Electronic Travel Certificate for $as a gesture of sympathy for your experience The certificate will be sent via email to your GOBLUE***@GMAIL.COM address within hours We appreciate your business as a MileagePlus member, and look forward to welcoming you aboard your next flight.Sincerely,L.J [redacted] Corporate Customer CareCase [redacted]

Complaint: [redacted] I am rejecting this response because: Thank you, L [redacted] I knew what the policy was, and thought I would ask for a refund anyway Your customer service reps, who were very nice, are the ones who suggested that I request a refund and, in the same conversation, suggested that I cancel the existing reservation Neither of the reps I talked to told me a refund was not possible or that it was unlikely based on the circumstances I described, despite having all relevant information about my reservation I would never have agreed to cancel my reservation (giving United a chance to resell tickets already sold), if they had informed me that United's policy was without exception or even that a refund was unlikely I believe United has these conversations recorded and you could listen to them yourself to verify the accuracy of what I am relaying here If United's policy is that the tickets are nonrefundable, without exception, it should never suggest to anyone (in it's own interest only) to cancel a reservation in advance of flight date That is patently inequitable, unfair, and, in legal terms, the equivalent of a "double recovery," or "windfall" which is never permitted Sincerely, Kevin T [redacted]

Dear Mr [redacted] : The Revdex.com has shared your information with United Airlines Customer Care Department, and while I appreciate your request to obtain upgrades for your and your mother’s upcoming trip to India, please understand that the Customer Care Department does not have the ability to request an upgrade or modify a passenger's reservations record for that matter If you should need assistance with making any type of change to your reservations in the future, please do not hesitate to call United ReservationsWe appreciate your support as a MileagePlus member, and we look forward to welcoming you and your mother onboard United soonSincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care United reference [redacted] Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ August 11, 2015 Dear Ms. [redacted] I'm responding to your correspondence addressed to the RevDex.com. I'm sorry to hear that on December 15, 2013 our flight was delayed due to severe weather in the Chicago area. Due to... this weather situation, your flight 4485 from Montreal to Chicago was delayed and you would have missed your connecting flight to Sacramento. Please understand that we do work hard to minimize flight irregularities. Of course the safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidable. If a flight irregularity prevents you from reaching your destination, our agents will work with our customers to secure the next available flight. In some cases we will offer an alternate airport, however we will not confirm the alternate airport without the consent of the passenger. In this case you spoke with our airport representative and it was agreeable to you to fly into San Francisco as an alternate airport. When you agree to alternate flight options, United is not required to provide reimbursement of out-of-pocket costs, your understanding is appreciated. Regrettably, I'm not able to honor your request for a $500.00 electronic travel certificate; however as an exception to our policy and as a token of goodwill, I have requested a $100.00 electronic travel certificate to be issued. Please allow 3-5 business days for the certificate to be processed. A follow up email will be sent with the pin number and terms and conditions. Ms. [redacted] thank you for being a loyal member of our MileagePlus program. We appreciate this opportunity to respond and look forward to seeing you on a future United Airlines flight. Regards, [redacted] Corporate Customer Care Case ID [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) When United representative switched my flight to San Francisco instead of Sacramento, I was NOT even offered an option of having a connecting flight to Sacramento on the following day. I suppose this was because United did not want to pay for my stay in a hotel in San Francisco before their next available connecting flight to Sacramento. I was not even informed of a possibility (and actually their responsibility) to put me in a hotel before the next available connecting flight from San Francisco to Sacramento. This caused me immense discomfort when I trying to geta taxi from San Francisco to Sacramento in the middle of the night on December 15, 2013. This taxi fare cost me over $500, and the reimbursement of $500 that I am requesting is negligible compared to the inconveniences that I had to incur due to United Airlines conduct. Final Consumer Response / [redacted] (4200, 11, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) To reiterate once again, it was the responsibility of United to inform me regarding the possibility of staying overnight in a hotel and being rerouted to my original destination the next day. However, when United representative switched my flight to San Francisco instead of Sacramento, I was NOT even offered an option of having a connecting flight to Sacramento on the following day. I suppose this was because United did not want to pay for my stay in a hotel in San Francisco before their next available connecting flight to Sacramento. I was NOT EVEN INFORMED of a possibility (and actually their responsibility) to put me in a hotel before the next available connecting flight from San Francisco to Sacramento. This caused me immense discomfort when I trying to get a taxi from San Francisco to Sacramento in the middle of the night on December 15, 2013, which cost me over $500. Since this incident occurred in 2013, I do not have the receipt for it anymore. You can easily check the taxi fares from San Francisco to Sacramento and see how much they cost. Do you really expect people to keep taxi receipts that are over a year and half old? The reimbursement of $500 that I am requesting is negligible compared to the inconveniences that I had to incur due to United Airlines conduct. Final Business Response / [redacted] (4000, 9, 2015/08/20) */ August 20, 2015 Dear Ms. [redacted] I'm responding to your correspondence addressed to the RevDex.com. I'm sorry to hear that you continue to be disappointed with United and our policies during weather cancellations. As explained in my earlier correspondence, your flight was cancelled due to extreme weather. Our airport staff worked to confirm you on a flight, and you accepted transportation into San Francisco as an alternate. When you agree to alternate flight options, United is not required to provide reimbursement of out-of-pocket costs including hotel and ground transportation. We will not reroute our customers without their knowledge and consent. With that, I regret that I'm not able to honor your request for reimbursement of your out of pocket expenses. However, as an additional exception to our guidelines, please send in your original ground transportation receipt for review and consideration. Once received, I will ask for a reimbursement consideration of $50.00 to help offset your costs. This is the maximum amount we offer for ground transportation when a flight is cancelled and it is within our control. Please know that this is in addition to the $100.00 travel certificate already issued. Please attach your receipt to your reply. Ms. [redacted] thank you for bringing your concerns to our attention and giving me the opportunity to revisit and explain our policies when flights are cancelled due to uncontrollable weather situations. Despite the negative experience, we hope to have your continued business and support. United is committed to providing a pleasant and safe environment for our customers. I hope that you will accept our previously issued travel certificate and fly with us on a future United 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. Sincerely, [redacted] ***

Dear Mr [redacted] : I am responding to your communication sent through the Revdex.com United is committed to operating a reliable schedule for every customer with safety always being our number one concern We recognize how important it is to you to get to your destination on time, however as you have experienced, our flights and schedules are subject to change due to weather and air traffic problems Your request for compensation is understandable However, passengers do not receive compensation from United for costs resulting from weather, air traffic conditions or other circumstances beyond our control Also, as you did use the round-trip ticket, you do not qualify for a refund of the airfare We appreciate this opportunity to respond and look forward to serving you Regards, Lilia [redacted] Corporate Customer Care

March 28, 2017Dear Mr***:The Revdex.com has sent your correspondence to our attention.I am very sorry to hear of the missing glasses from your checked baggageFor flights within or between the U.S., Guam, Puerto Rico and the U.SVirgin Islands, missing items from checked baggage should be reported to the airport Baggage Service Office immediately after the arrival of your flight, or by calling our Baggage Service Center at 1-800- [redacted] within hours of your flight arrivalI see that you have spoken to our representative in our Baggage Resolution Center and have been advised of our policiesI have included the path on our web site with this information below.HomeTravel informationBaggage informationMissing items from checked baggageMr***, all baggage concerns are handled directly within our policy guidelines by our Baggage Resolution CenterWhile I am not able to alter that policy, I would like to offer a gesture of goodwillI have sent you an Electronic Travel Certificate in the same amount you are requestingThe certificate will arrive via email within a few daysThank you for your understanding.We appreciate your business as a MileagePlus member and hope to have the privilege of serving your future travel needs.Kind Regards, [redacted] ***Corporate Customer CareCase [redacted]

July 1, Dear Mr [redacted] : The Revdex.com has forwarded your correspondence to our attentionI am very sorry for the flight experience you describe, I can certainly understand your frustrationWhile I can't change what happened, I'd like to make things better by offsetting your out-of-pocket expensesI've requested a check to be issued for $230, which covers the costs you incurredYou should receive it within business daysOnce again, I apologize for any inconvenience We are grateful for your business as a MileagePlus member and I hope your next United trip goes smootherIt will be a pleasure to see you aboard soon Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

November 1, 2017Dear Ms [redacted] :The Revdex.com has forwarded your correspondence regarding your refund to the attention of United Airlines.I am very sorry for the confusion you are experiencing, I realize this has taken a lot of your timeThe process for refunding is that United Airlines will refund directly back to the original credit card - that is the only option we haveIf the credit card is no longer active, the actual credit card company receives that money and, in turn, sends it to their credit card customerTo date, our records show the refund was sent to the original credit card company and has not been returned to usI have, however, sent this information to our Refunds departmentI there is any information to the contrary, they will contact you directly.Thank you for your understanding.Kind Regards,Judy [redacted] 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, Mark [redacted]

Dear Mr [redacted] : Please accept my apologies for your frustrating and unpleasant travel experience when your flight [redacted] diverted to Scottsbluff, NE due to weather, which caused your misconnection Please know the Federal Aviation requires all aircraft to have a specified minimum amount of fuelThis amount of fuel allows aircraft to reach the destination airport, continue to an alternative airport, and still a fuel reserveWe carry a safety margin over and above the FAR requirement on each aircraft But at times midair weather and possible additional time on the runway can put an added strain to the aircraft fuel, forcing us to refuel I hope this information helps you understand our flight operation needsI have forwarded your refund request to Customer Refund Services for review and considerationYour request will be viewed and handled to conclusion within daysYou can check the status of your refund request on www.united.com/refundsYour refund request Id number is [redacted] for ticket [redacted] We appreciate your business as a Premier Platinum member and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] Corporate Customer Care [redacted]

Dear Ms [redacted] : United Refunds has reviewed this matter, and the refund you received was calculated based on the unused flight segment of your United ticketWhile we regret your disappointment with the value of that unused flight segment, the refund amount is correctThank you for your understandingSincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case [redacted] Tell us why here

Complaint: [redacted] I am rejecting this response because: It is a lie! and a shame! Their seats do not recline 4" inches as stated. THIS WAS A TORTUROUS FLIGHT NO MATTER HOW YOU LOOK AT IT AND THEY SHOULD BE ASHAMED OF THEMSELVES FOR TREATING THEIR CUSTOMERS IN THIS WAY. IT IS NON OTHER THAN A CORPORATE GREED! IT IS CRUELTY, TORTURE, A CRIME TO FORCE PEOPLE TO FLY IN THIS WAY WITH HORRIBLE SEATS THAT WON'T RECLINE, NO WIFI SERVICE AS PROMISED, NO INFLIGHT FREE FOOD SERVICE FOR A 8.5 HOUR FLIGHT, 314 PASSENGERS SQUEEZED INTO THE MAIN CABIN LIKE A SLAVE SHIP TO MAXIMIZE PROFITS WHERE EVEN THE FLIGHT ATTENDANTS ARE COMPLAINING ABOUT SERVICING PLUS THE FIRST CLASS PLUS THE CREW! IT IS A HORRIBLE WAY TO SIT, RELAX MUCH LESS GET ANY SLEEP! , WHERE YOU HAVE TO NEGOTIATE WITH THE PASSENGERS NEXT TO YOU AS TO WHO SHOULD HAVE THE RIGHT TO USE ARM REST SINCE IT IS SHARED, SHOULDER TO SHOULDER TOUCHING BODY PARTS AND INVADING EACH OTHERS SPACE... IT IS HORRIBLE! AND SHAMEFUL! Sincerely, [redacted]