United Airlines

Dear Ms [redacted] I am responding to your concern forwarded to the Revdex.comI am truly sorry for the upsetting experience you've had with usFrom what you describe, we have failed to provide you with the highest level of customer serviceI'll forward your feedback so we can improveI've taken another look at your situation and would like to make things rightWhile we generally do not offer a refund for baggage fees when your bag is delayed, given your circumstances, I have made an exceptionPlease allow up to business days for processingOur United Refunds team will send you an update when your request has been finalizedYour reference number is [redacted] If you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx In addition, I have issued a $Electronic Travel Certificate which will come in a separate emailPlease use the certificate and give us the opportunity to regain your confidence and supportWe will do our utmost to make your future contacts with United satisfactory in every respect With kindest regards, Laurie ***Corporate Customer CareCase: [redacted]

Dear Ms***: United Airlines has been notified by the Revdex.com that you have filed a complaint against us regarding the infant ticket you purchased on February 5, I understand from your comments that you had also purchased infant tickets on the other airlines you traveled on during your trip However, when the United infant ticket was not cancelled prior to departure, this resulted in the ticket having "no value" statusAlso, it has since been purged out of our reservations system and is no longer validAlthough I am unable to refund the ticket or the booking fee, I'm sending you an Electronic Travel Certificate, which you'll receive via email in the next few days to off-set the ticket fare and fee costsI hope this helps "restore" your confidence in our airlineWe appreciate your business as a MileagePlus member and look forward to welcoming you on board a future United Airlines flightRegards, Candance [redacted] Corporate Customer Care Case: [redacted]

Dear Apurva [redacted] :I'd really like to help you but I’m missing some details I need to review your request Try to provide as much of the following information as you can, along with a brief summary of your requestPassenger name(s):Frequent flyer number (if available):Flight Number:Flight Date:Ticket Numbers (digits beginning with 016):Confirmation number:Approximate Departure Time:Flight from:Flight to: You can find this information on your receiptI'll be happy to respond once I review the information you provideI appreciate you chose United for your travel and welcome the opportunity to assist you.Regards, LeMarkus ***Corporate Customer CareCase: [redacted]

Dear Ms. [redacted] :I am responding to your communication submitted to the RevDex.com.Your comments clearly convey your disappointment and I wish to extend our true regrets in not meeting your expectations. To clarify United Airlines policy, customers who purchase their tickets via... united.com, our Reservations department or at the airport, can cancel their reservation within 24 hours of purchase and request a refund. Your reservation ( [redacted] ) was cancelled and your ticket was refunded by United Airlines on 8/29 for the full amount. Depending on your financial institution it can take a few days or up to a couple of weeks for the credit to appear on you account. Unfortunately, we do not have a way to expedite the process as this involves two different systems, ours and your banks. Ms. [redacted] , I do understand your frustration and apologize for the inconvenience. As a customer service gesture, we will be sending you a $50 travel certificate. The electronic voucher will be delivered separately via email ( [redacted] @gmail.com) within the next 3 business days and can be redeemed by the person of your choosing on any United/United Express operated flight. We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie ***Corporate Customer CareCase ID: [redacted]

Complaint: [redacted] I am rejecting this response because: - The long term carrier is talking about challenges in the air carrier businessI would like to remind them that OTHER carrier were able to deliver on time during exact same time and weatherSo those challenges are fixable with the proper management and skill-setI am not saying United does not have thatI am just saying the results United consistently delivers puts their management and skill-set in question.- hours wasted of my time, of them standing in a line (midnight to AM), including around hour of negotiation to get a hotel roomI do need reimbursement for this ($ [redacted] = $3200)- This flight was on Dec 18th and it was delayed until late afternoon Dec 19thI had an international flight on Dec 21st, this day put unnecessary tension for me and my family whether we will make it Sincerely, [redacted] ***

Dear Mr. **:I am responding to your communication submitted to the RevDex.com.On behalf of United Airlines, please accept our apology for the inconvenience you were caused when your bag had to be checked gate. When damage occurs, customers are to report it immediately our Baggage Resolution Center within 24 hours (domestic), 7 days (international) to set up a report. I have attached the link for our damage reporting procedures:http://www.united.com/web/en-US/content/travel/baggage/damaged.aspx As previously communicated by our Baggage Resolution Center, you will need to fill out a claim form for the damage that occurred told the ***. Please be advised that all claims are worked in the order in which they are received; this process usually takes 6-8 weeks. If you have additional questions or concerns about your claim, please contact our Baggage Resolution Center directly at 1-800-***- [redacted] or local (Houston)1-281-***- [redacted] and refer to your file number: [redacted] .Mr. **, we certainly recognize the importance of customer satisfaction in this highly competitive industry and are aware of the impact a negative experience can have. As a tangible expression of our concern, we will be depositing 7500 bonus miles into your MileagePlus account. Please visit united.com/MileagePlus to verify your mileage balance after three business days. As a MileagePlus customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards,Julie ***Corporate Customer Care Case ID: [redacted]

Dear Mr [redacted] :I'm responding to a complaint forwarded to us from the Revdex.comI am sorry to learn you had trouble when trying to navigate our websiteOur intention is to make information easily accessible Your comments are important to United and will be useful in our ongoing efforts to make your experience online as streamlined and as simple as possibleIf your credit card was charged for a ticket in error, please go to united.com/refunds and provide the required information to process a refund The refund process take business days to complete.Thank you for providing the feedback of your experience with united.com Regards, LeMarkus ***Corporate Customer CareCase: [redacted] Tell us why here

Complaint: I am rejecting this response because:United has completely failed to be responsive to loosing my luggage while only traveling ~miles, trying to deliver it to my personal residence repeatedly, failure to deliver my luggage for days and outsourcing 99.9% of calls offshore making all communication challenging United continues to put profit before customers! My brand new luggage is damaged, UA required me to go to the local airport (Oakland), UA customer service is closed! Now, UA is refusing to pay damages, clothing for ~days and although a copy of my bill (ticket + luggage) was submitted week ago, nothing has been sent! I do NOT want or need a voucher for UA, as this is the last flight from HELL I will ever take on United, an airline that has not changed its customer service in 10+ years I request a $luggage content compensation in addition to payment for new luggage (I can email the receipt if necessary), ~$for a total of $ Again, do not send any UA travel vouchers - I would rather drive or swim than fly UA again in this lifetime or the next!!!I look forward to your response STATSue [redacted] Sincerely, Susan [redacted]

Complaint: [redacted] I am rejecting this response because: I'm regretting I am not able to take the flight schedule I'm originally booked for and have no control when it get changed. Sincerely, [redacted] ***

Dear Mr. ***: Please know United is unable to refund tickets purchased through a travel agency. United does not take possession of these tickets until the passenger actually has taken their first flight on a United aircraft. At this time the refund process is through [redacted] ,... according to their terms and conditions. You may wish to go to [redacted] and review their refund policy. If you purchased non refundable tickets, you may utilize these tickets within one year of the original purchase date, along with a change fee and any difference in fare due.If you purchased travel insurance, you may inquire through them if a refund is possible. Please know the [redacted] reservation number is not viewable in the United system. United has its own record locator unique to our system. My apology for any confusion. Regards, Ruth [redacted] Corporate Customer CareCase: [redacted]

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the damage to your baggage It's never our intention for this to happen to any customer, especially youWe value you and your property and I know this wasn't how you planned to spend your time away from home and I'm sorry this happened Unfortunately, our Baggage Resolution Center (BRC) handles all baggage related concerns and they'll be happy to assistYou can resubmit your concerns via the link, http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx, or contact them via phone 1-800-335- Although, I am unable to fulfil your refund request or override Baggage Resolutions claim status, I will be happy to issue you a $Visa gift card to assist with the purchase of new baggage We appreciate you traveling with us and hope to see you on a future United Airlines Regards, Shandai [redacted] Corporate Customer Care Case: [redacted]

Dear Ms. [redacted] :I am responding to your communication filed with the RevDex.com.I'm sorry for the circumstances you have described about your recent travels. So that we can research your information and address your concerns, would you be so kind as to provide the following... information: • Passenger name(s):• Frequent flyer number (if available):• Flight number(s):• Flight date:• Ticket numbers:• Confirmation number:• Flight from:• Flight to: Thank you.Best Regards,Julie ***Corporate Customer Care Case ID:10873128

Dear Ms***:I'm sorry for the inconveniences experienced when your bags were delayed and you did not receive the promised certificateI have sent you a separate email with the $electronic travel certificate attached.I appreciate you chose United for your travel and hope your next trip with us will deliver the experience you deserve.Sincerely,Dayna [redacted] Corporate Customer CareCase ID: [redacted]

Complaint: [redacted] I am rejecting this response because:I have not received the businesses' response as yet. I will wait to approve it until I do receive it. Sincerely, [redacted]

January 13, 2016Dear Mr [redacted] We are sorry to hear of your complaint filed with the Revdex.com regarding your December travel experience Our goal is to operate every flight on schedule every day however, the safety of our customers and crew are our top priority Unfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis When this occurs, we will do our best to minimize the impact to you as much as possible but, based on your comments it appears we did not live up to your expectations or ours Additionally, we regret your dissatisfaction with our customer appreciation offer We carefully review our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors Our customer appreciation offer was not meant to place a value on your experience but was offered as a tangible expression of our regret over what transpired when you traveled with us.We appreciate you bringing your concerns to our attention since our customer's feedback allows us to evaluate the service we provide our valuable customers.Mr***, as a MileagePlus member we truly value your business We hope you will not judge us based solely on this experience but will continue to allow us future opportunities to regain your confidence in our ability to serve you Sincerely, [redacted] United Airlines Corporate Customer CareRef # [redacted]

Dear Mr. [redacted] : Your latest correspondence with the RevDex.com has again been forwarded to my attention for review. I am sorry that you are disappointed with the compensation offered to you previously. Regrettably, I am unable to issue the 19,000 miles that you request as the initial attempt to register for the promotion failed. Records show that you registered for the promotion in July. Please understand that I must abide by our Mileage Plus records. Therefore, I am unable to issue the credit you request. I appreciate your understanding. Mr. [redacted] , I recognize that this is not the answer that you had been hoping for, but your feedback on this policy is very important and valued. Best regards, [redacted] Corporate Customer Care Case ID: [redacted]

March 21, Dear Ms***: The Revdex.com has forwarded your correspondence to the attention of United AirlinesI'd really like to help you but I’m missing some details I need to review your request Try to provide as much of the following information as you can Passenger name: Flight Number: Flight Date: Ticket Numbers (digits beginning with 016): You can find this information on your receiptI'll be happy to respond once I review the information you provide and I am quite sure I’ll be able to quickly resolve this for you I appreciate you chose United for your travel and welcome the opportunity to assist you Sincerely, Judy [redacted] Corporate Customer Care Case [redacted]

Dear Ms [redacted] : I am sorry you feel we have not been giving you the service you deserveIn review of the reservation, I see the agent did try and get you to your destination; however the other airline rejected the request for the seatThis is why when you checked your reservation it was not to where you wanted to go We appreciate customers taking the time to share comments and suggestionsFeedback like yours presents opportunities for improvementYour comments will be forwarded to senior management for internal review When booking travel on our partner airlines we cannot guarantee every flight is available, the other airline has control of the seats so even if you see flights there may not be any seats they will give us for mileage travel Thank you for your loyalty as a MileagePlus member Regards, Cindy [redacted] Corporate Customer C [redacted] 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 meSincerely, Deborah ***

Complaint: [redacted] I am rejecting this response because: united sent me a voucherI’m purchasing roundtrip flights for my family of fourThe flight were drastic cheaper on the day I was trying to purchase with the United customer care repBecause the rep was so rude and unwilling to help that’s the reason I didn’t purchase that day now the tickets have more than doubled in price Sincerely, Jordan [redacted]