United Airlines

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn about the baggage damage you and your family experienced on August 18, 2017, as well as for the difficulties with receiving the electronic travel certificatesI know you have been corresponding with our Baggage Resolution Center, and their records reflect you were promised three $electronic travel certificates as a goodwill gesture and several attempts were made to email the travel certificates to you I wanted to let you know that I am sending you the three electronic travel certificates for your records via your personal email address You will receive the email with the three attachments of the travel certificates within hours We look forward to welcoming you onboard United again soonSincerely, Suzanne [redacted] UNITED AIRLINES Corporate Customer Care Case [redacted] Tell us why here

November 9, Dear Mr [redacted] : The Revdex.com has notified United Airlines that you have filed a complaint against us as a result of your travel experience on August 8, Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines I am very sorry to learn you had a disappointing experience when traveling with us last yearI regret to learn you were disappointed with the food served and that there was a smell at your seat and that we were unable to relocate you to an alternate seat I have reviewed our records and find the flight was nearly full In addition, I'm very sorry to hear your checked bag was damaged Your luggage is important to youIt's important to us, tooI can understand why you would be frustratedPlease understand; however, a damage report must be filed at the airport within hours of arrival, so one of our airport agents can visually assess the bagIt's important to leave your bag tags attached to your luggage, tooOnce our agent has reviewed the damage, they'll work with you to resolve the situation Nonetheless, we certainly regret any inconvenience that resulted on your tripFrom what you describe, we didn't live up to your expectations, and I'm truly sorry if we left you with an unfavorable impression Therefore, as a gesture of our goodwill, I have authorized a $Electronic Travel Certificate for you The certificate will be sent to your email address within 3-business days Mr [redacted] , we appreciate your business and thank you for being a member of our MileagePlus program We’ll look forward to offering you a better travel experience the next time you choose United Sincerely, [redacted] Corporate Customer Care Case: [redacted]

Dear Mr***: Your complaint to the Revdex.com has been forwarded to Corporate Customer Care I appreciate this opportunity to respondI’m very sorry to learn that your [redacted] mini and [redacted] book Pro were missing from your checked baggage when you arrived in Istanbul Your frustration is understandableIt is also disappointing that you have not heard back from TSA, [redacted] Airlines or [redacted] InsuranceJust for your information, [redacted] Insurance only deals with unexpected expenses related to flight irregularities, not to items missing from checked baggageYou have not mentioned if you submitted a claim form for the missing itemsFor international flights, the claims must be submitted within days of arrival, and you have days to submit the form to our Claims DepartmentSince you traveled in May, that window has expired unfortunatelyThe last carrier in your itinerary is responsible for completing and filing baggage irregularities, in your case [redacted] AirlinesAlthough we’re unable to reimburse you for your items, I have requested a $Electronic Travel certificate as a gesture of goodwill for youThe details will be sent via a separate email in approximately business daysAs a gentle reminder for the future, it is recommended that you keep lap-tops, cell phones, [redacted] etc., in your carso that they are in your possession at all times We thank you for your business, and look forward to welcoming you on board your next United flight in the near futureRegards, MsAvi [redacted] Corporate Customer Care United Airlines Case [redacted]

Dear Mrs [redacted] :I am responding to your latest communication sent through the Revdex.com.As you and my colleague mentioned the travel certificate was issued for your baggage experience We believe that the compensation we offer is fair and reasonable and in line with the service you experienced Therefore, once more we hope you will accept the certificate it in the spirit in which we have intended We appreciate your business and look forward to welcoming you on board a future United Airlines flight.Regards, [redacted] Corporate Customer Care [redacted] [redacted]

Dear Mr [redacted] : I am sorry you are not happy with my responseI regret you were not aware of the fare rules to your basic economy ticket, which you are only allowed one small carryonYour email clearly expresses your disappointment in your recent travel experience, and I would like to extend a sincere apology for any negative impression that may have been created I realize my apology cannot erase what happened, but I hope it helps to know we take your concerns very seriouslyPlease be assured your comments have been documented in a report for senior management I am sorry we cannot offer a refund of your bag fee as the fee is validWith that said, I will extend a $electronic travel certificate all of your traveling party, which will arrive in a few days I do understand the value of your decision to fly with us and assure you we will make every effort to leave you with a better impression when we again have the privilege of serving youI ask that you accept my apology and allow us that opportunity Regards, Cindy [redacted] Corporate Customer Care 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 me Sincerely, [redacted] I also want to add that the customer service repStephanie that helped me with the refund of the improperly booked flight today was amazingShe was helpful and patient, and she actually listened and understood what I was asking forI do not like that it took going to the Revdex.com to get this resolved, but I am glad that I did and that United partially redeemed themselves in my eyes today.Thanks for all the help with this matter

Dear Mr***:We are committed to providing excellent customer service and will make every effort to address your issues.However, no specific travel information was providedTherefore, in order to appropriately respond we will require the following:• Ticket Number • Flight Number(s) • Travel Dates• City Pairs Upon receipt of the information we will research this matter and respond to your concerns.Thank you for choosing United.Regards, *** [redacted] Corporate Customer CareCase: [redacted] Tell us why here

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the flight delay and that you did not secure priority boarding when you traveled with us on May 15, And we do appreciate your letting us know about the manner in which the gate agent addressed youCustomer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offer Your feedback has been very helpful, and our Orlando Customer Service team will truly benefit from your comments As a gesture of our concern, we would like to present you with an electronic travel certificate which can be used to help offset the cost of a future ticket purchase with us You will receive the electronic travel certificate under separate cover via email within 48-hoursThank you for your patronage as a MileagePlus member and United MileagePlus Explorer cardmember, Ms*** We look forward to providing you with a more positive travel experienceSincerely, [redacted] Corporate Customer Care United Airlines 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, Carlos [redacted]

Complaint: 11118221 I am rejecting this response because: I would like to have a complaint registered that their plans are misleading and extremely confusing. The customer service people are not helpful at all and act like it is a bother to talk. Sincerely, Gloria [redacted]

Dear Ms [redacted] : I’m very sorry for the disruption to your travel plansYou needed to be at your destination as we promised and I sincerely regret your expectations weren’t metWe really work hard to maintain flight schedules; however, sometimes unforeseen circumstances present operational challengesI know your time is valuable and understand your disappointment I took care of this for you and submitted a refund requestYour reference number is [redacted] United Refunds will contact you via email once the refund is completedPlease allow up to business days for processingIf you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspxThank you for letting me resolve the issue From reading your email, we let you downI’ll make sure to pass your feedback on so we can improveThat’s our first stepI’m also sending you an Electronic Travel Certificate, which will arrive via email in a few daysWe want to deliver a comfortable and on-time flightI hope your next one brings you that experienceOnce again, I'm sorry Thank you for your business and loyaltyWe look forward to serving you on your next United flight Regards, Markeia [redacted] Corporate Customer Care Case ID [redacted]

Dear Ms***:I am responding to your communication submitted to the Revdex.comI regret the circumstances you have described about your recent travelsWe certainly realize how we treat each customer is a critical element of our successAt the foundation of their experience with us is our service - it's what leaves a lasting impression of UnitedWhat you experienced and how it made you feel, is no more acceptable to us than it is to youI apologizeI am sensitive to your concerns about your behavior of our Customer Service representatives and will share them with the management team responsible for our operations in San Francisco for internal review and appropriate actionI also regret that your seat would not recline - I can only imagine your frustrationYour comfort is very important to us and apologize for the inconvenience you were causedIn light of what you experienced, and in the hopes of regaining your confidence and support as an airline, we will be sending you and Mr [redacted] each a $travel certificateThe electronic voucher will be delivered separately to your respective email addresses within the next business days and can be redeemed by the person of your choosing on any United/United Express operated flightAlso, please forward a copy of your receipt for your new SIM cards; we will reimbursed the costAs 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 soonIRegards,Julie ***Corporate Customer CareCase ID: [redacted]

Dear Ms [redacted] : Thank you for taking the time to speak with me Again, I am very sorry that you were inconvenienced; however as I explained oversale compensation is not applicable Contrary to the impression that we have left with you, we value your business I certainly will respect your decision not to accept the travel certificate, but hope you will reconsider and allow us an opportunity to regain your confidence in our service Regards, Tera [redacted] Complaint Resolution Official (CRO) DOT/Disability Specialist – Corporate Customer Care

Dear Mr [redacted] - [redacted] :I am responding to the correspondence addressed to the Revdex.com regarding your August travel.I'm sorry we weren't able to check you in for your flight on time, even though you arrived early to the airportI understand your frustration when you missed your flight and were reroutedI'll pass along your feedback so we can review our staffing to make sure we have sufficient personnel ready to check in our passengers I'm sorry for the inconvenience and the impact it had on your business dinner.I can imagine the discomfort you experienced with the disruptions, inoperable Wi-Fi, and cold cabin conditions on your flight with us Our goal is to make your flight as enjoyable as possible and I'm sorry we let you down.I understand you contacted our Baggage Resolution Center (###-###-####) regarding the damage to your ***The representative advised you to visit the airport within days to have our Baggage Team make a determinationThe report was taken on August 13, so you must go to the airport by August Computer hardware/software and electronic components/equipment are excluded from liability in checked baggageI submitted a refund request for your $baggage feeYour reference number is [redacted] United Refunds will contact you via email once the refund is completedPlease allow up to business days for processingIf you'd like a general update during that time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx As a way to apologize for your inconvenience, I am sending you an Electronic Travel Certificate, which will arrive in a separate email within a few daysWe hope it will give us a future oppotunity to provide you with a more positive customer experience.I appreciate you chose United for your travel; we hope to have the privilege of welcoming you back in the futureKind regards,Sarah [redacted] Corporate Customer CareCase [redacted]

July 8, Dear Emil ***: The Revdex.com has forwarded your correspondence to our attentionI apologize for any confusion surrounding the ticket you purchased via TravelMerry.com As part of the ticket's rules, you must use the ticket in the order the itinerary was booked; otherwise, you risk losing the ticket's value and your remaining flights may be canceledAlso, there’s a processing charge for any changesApart from that fee, you may also have to pay for any price difference if the same discount isn't availableThe information you have received thus far is correct I apologize for any misunderstanding and I'll make sure to report your feedbackWhen booking your next flight, let us know and we can research tickets with fewer restrictions We appreciate your business and hope to have the privilege of welcoming you back in the future Kind Regards, Judy [redacted] Corporate Customer Care Case [redacted]

March 16, 2016 Dear Mr. Michael ***: I am responding to a correspondence received from the RevDex.com. I regret the circumstances described in your letter. I’m sorry to hear that your parents, Mr. & Mrs. John [redacted] were downgraded from our First class cabin and are schedule to... travel in economy class on July 09, 2016. Please be assured that it is never our intention to inconvenience our valued customers. Operational issues can require an aircraft substitution that may result in a different first class configuration. Regrettably, these circumstances can require that we change the original seat assignments and we sincerely apologize for any inconvenience this change is causing your parents. Additionally, I regret your disappointment with the various options that were offered by our Reservations Representative and the inability to accept the suggestion that were offered; since, they are unsuitable for your parents. I truly am sorry for the negative outcome this experience has made on your carefully-arranged travel plans. While I can appreciate your request to refund the fare difference between first and economy purchased tickets; unfortunately, we do not provide a refund when transportation has not been provided. However, once your parents complete their travel the most effective way to request a refund is via united.com/refunds. It’s simple! Use the online form and provide the ticket number and last name on the ticket. The online form will ensure the most prompt reply. Additionally, you can submit your request via fax or mail. These requests need to include: United Airlines ticket number Name of the customer on the ticket Flight information (flight number, date of travel and departure city) In addition, please state the nature of your request and contact information Fax: 1-872-825-9364 Mail: United Airlines Customer Refund Services P.O. Box 4607, Dept. HQJRF Houston, TX 77253-3046 Mr. ***, while I realize that the application of our policies and guidelines has not provided you with your preferred outcome, your disappointment is nonetheless understood. Please be assured that we appreciate your business and support. We look forward to welcoming your parents onboard United Airlines on July 7-9, 2016. Regards, Mrs. Elizabeth [redacted] Corporate Customer Care United Airlines UAL: 10127996 BBB: 11237145

Dear Mr [redacted] :I have retrieved your reservation which includes your parents and your wife Each ticket that was purchased online was a [redacted] ticket which does not allow any changes once purchased, no advance seat assignments and no carry on baggage [redacted] Fares were first introduced back in April When our passengers are booking online, you will get a pop up when selecting a [redacted] Fare that will specifically list the restrictions of the ticket You will also get a screen that shows the difference of the [redacted] Fare and the regular Economy fare so that you can make a decision based on restrictions of each fare In order to select the [redacted] fare you have to go through the restrictions and then select the fare.United Airlines will not refund any baggage fees on a [redacted] Fare ticket In order for your MileagePlus member to waive the baggage fee Mr [redacted] , you would have to be a Premier member.I regret that your reading light was flashing and not able to be turned off and caused you a headache I have pulled our operations reports for [redacted] and do see that the aircraft left minutes early from San Diego and arrived in Denver minutes early I am unuaware of any mechanical issues with this aircraft other than the overhead light situation that you have described You have stated "the plane was experiencing mechanical problems that led to severe discomfort and substandard experience" I again have no knowledge of this when requesting flight operations recording of ***.Normally we do not issue compensation for an overhead light unless the flight is overnight/red eye and passenger can not sleep due to the light staying on during the flight.I have made an exception and have authorized a $electronic travel certificate for you The certificate will be sent to this email address within 24-hours.United Airlines does appreciate your business Please thank your father for his service for our country.Regards, Sheila [redacted] Corporate Customer CareCase [redacted]

July 21, 2016Dear Mr [redacted] : The Revdex.com has forwarded your response to my attentionI am very sorry you have not yet heard from our Minneapolis representative.I have contacted the airport on your behalf and have been advised your claim in being processedI truly appreciate your patience and we will continue to work to resolve this for you.In appreciation of the patience you have shown during this process, I have sent you a $Electronic Travel CertificateI hope you can use the certificate towards a future flight with United or United Express, and enjoy a much better travel experience.Thank you for your continued patience.Regards,Judith ***Corporate Customer CareCase

Dear Ms***: The Revdex.com has shared your information with United Airlines Customer Care Department, and I’m very sorry for the disruption to your travel plansYou needed to be at your destination as we promised and I sincerely regret your expectations weren’t met due to the hour delay of your flightWe really work hard to maintain flight schedules; however, sometimes unforeseen circumstances present operational challengesI know your time is valuable and understand your disappointmentUnfortunately, I am unable to fulfill your compensation request, however, we want to continue serving your travel needs, so I’m sending you a $Electronic Travel Certificate that will arrive separately within five business daysI appreciate that you chose United for your travel and hope your next trip with us will deliver the experience you deserve as a valued Mileage Plus member Regards, Shandai ***Corporate Customer CareCase: [redacted]

Dear Mr***: I received your Revdex.com complaint and I was verifying your return flights and noticed that out of Rome you were not on Austria Airlines They contracted [redacted] to take you to Rome because they do not fly out of Rome The symbol EU means [redacted] *** Euro Wings is a small regional airline and partner with Austria Air, but not a partner with United This is why United did not make your reservation with [redacted] ***, but [redacted] Air did In Rome you had to go to [redacted] gate to board your flight Having said all that, you are our customer and we are very sorry you had this problem in Rome Your request of a refund of the 40,miles is not reasonableYou flew and used portion of these 40,milesAnother agent already credited MrMathew [redacted] with 20,as goodwill and sent you (2) $travel certificates As far as I can see, the agent in Dulles did not touch your flight from Rome to ViennaShe only changed your return from LHR to a more convenience airport for you I am sure these explanations do not make things any better, you still had problems at the Rome Airport and I cannot change what happen, only explain what I see Sincerely, Ana [redacted] Corporate Customer Care United Airlines case [redacted] Tell us why here