United Airlines

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Dear Mr [redacted] The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for the negative impression you received from our Reservations representative United is focused on delivering great customer service, and we appreciate your letting us know how the Reservations representative addressed your inquiry involving your nonrefundable ticketsCustomer feedback is very important to us, as it helps us shape, evaluate, and improve the service we offerOur Reservations management will benefit from your commentsWe are taking action to improve the quality of our service, and we do hope you will notice the difference in the future Mr [redacted] we know you purchased two separate one-way tickets for travel on September and September 8, 2015, and you stated you will not be traveling as a result of your friend's grandfather passed [redacted] Please understand that our ticket refund policy does stipulate that the death certificate must be submitted to the Customer Refund Services Department in the event of the death of the traveler, traveling companion, or immediate family memberThis information is detailed on our website at https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx#tabs-I...⇄ you should have further concerns or questions, please do not hesitate to contact Customer Refund Services at the following mailing address: United Airlines Customer Refund Services [redacted] You do have the option to cancel your reservations and apply the value of the two tickets toward new ticket purchasesWhen you exchange your tickets, you will be charged the fare in effect at the time the new tickets are purchased and a change fee per ticketAnd it is important to note that in order to retain the value of your tickets for future use, your reservations need to be cancelled before the flight's scheduled departure time otherwise you will lose the value of the tickets and your tickets will be considered voidAs such, it is imperative that you call United Reservations to cancel both of your reservations if you decide not to travelOnce the cancellation is completed, your tickets are valid one year from the date the tickets were issuedWith regard to the upgrade you purchased, note that voluntary changes to a customer's itinerary will forfeit the upgrade and any associated fees Thank you for your patronage, Mr [redacted] We hope this information helps to clarify the matter Sincerely, [redacted] Corporate Customer Care United Airlines Case ID [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) So what you are saying is that if I get the death certificate you are going to refund me both one-way fares, as well as refunding my 1st class upgrade I want this in writing as I've read in multiple places that even when providing a death certificate your organization has not refunded the ticket fare Great practice by the way, solid way to take advantage of the consumer Final Business Response / [redacted] (4000, 9, 2015/09/14) */ Dear Mr [redacted] If you and your friend are traveling together, then both you and your friend will receive a ticket refund less the $processing fee provided supporting documentation is submitted to United's Customer Refund Services Department Pleae note that our ticket records reflect that you received a ticket refund for the entire ticket amount on September 6, 2015, in the amount of $ We hope this information clarifies the matter Sincerely, [redacted] Corporate Customer Care United Airlines Case ID XXXXXXX

Dear Mr [redacted] : Thank you for speaking with me The compensation you refer to is called Denied Boarding CompensationWhen it looks like more passengers than anticipated will check in, we will solicit volunteers to accept alternate transportationBefore departure time, our boarding agent will determine if we have been able to get enough volunteersMost often we do, but when we still have more customers than seats, we may have to deny boarding to additional passengers based in part on chetime and seat assignment status Entitlement to cash compensation applies only when you decline our request to volunteer your seat and are not accommodated on the flightIf we must substitute the scheduled aircraft with a smaller plane, there is no entitlement to cash compensation, but we may provide goodwill compensation Mr [redacted] , based on your email and what you explained to me over the phoneYou feel you are entitled to denied boarding compensation because we did not allow you on the plane because you did not have all the documents we require for your pet to travel with you to Canada Denied boarding compensation is not applicable in this situation because our flight was not oversold, you were not allowed to board because of documentation we require for transport of your petPlease review our contract of carriage on our website at united.com; rule deals with denied boarding compensation Even though you are not entitled to compensation for this issue, I have sent you a $electronic travel certificate as a gesture of goodwill; I hope you will accept it in the spirit to which it was given We appreciate your business as a Premier 1K MileagePlus member and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] Corporate Customer Care [redacted]

Dear Nan ***:I am responding to your correspondence addressed to the Revdex.comI appreciate the time you have taken to contact us againOn behalf of United, I am sorry to learn of your continued disappointment and welcome the opportunity to once again elaborateWe collaborate with a number of reputable companies to provide our customers with the opportunity to book travel services on our website, aside from the air travel that United Airlines provides and is responsible forThose other travel services are provided by companies that are unrelated to United Airlines While we are very selective in the companies that we select to provide those other travel services, those companies are fully responsible to the customer in accordance with their terms and conditions of service While I’m sympathetic to your circumstances, United Airlines is not involved in any aspect of your transaction with the [redacted] Credit Card company or any offers you participated inAs such, we respectfully suggest that you contact [redacted] Credit Card Company directly to register your complaint and seek a resolutionWhile I realize that the application of our policies and guidelines has not provided you with your preferred outcome, please be assured that we appreciate your businessRegards, LeMarkus ***Corporate Customer CareCase:

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, Robert ***

December 4, 2015Dear Mr. ***:The RevDex.com has notified United Airlines that you have filed a complaint against us with regard to a baggage fee your parents incurred on their trip. Your correspondence was forwarded to our corporate office, and I was asked to respond on... behalf of United Airlines.I am sorry for any misunderstanding regarding baggage fees. Please understand; however, as your parents eTicket receipt indicates, if your flight originates with one of our codeshare partners or other airline, you must check with the operating carrier for their bag policies. When traveling internationally, the baggage policy of the first marketing carrier will apply for the entire journey. That said, as Adria Airways was the first carrier on their tickets [redacted] and [redacted] , then the policy regarding checked bags follows the rules determined by this carrier. I regret that we are unable to grant your request for a refund, as the fees that were assessed were consistent with Adria Airways policies. Mr. ***, we appreciate your business and look forward to welcoming you and your family onboard a future United Airlines flight.Regards, [redacted] Corporate Customer CareCase: [redacted]

Complaint: [redacted] I am rejecting this response because: This is not a rejection,please hold and let me explainYou sent this refund to the credit card Joel must have used when he scheduled the flightIt may be clear on your end but please KEEP THIS FILE OPEN because [redacted] is the one account I was not completely listed on at [redacted] untimely deathI have sent probate packets to [redacted] but they have not resolved these accountsNo one can even give me the proper division to contactI am not able to verify this creditI spent yet another hour or more today just asking if they would verify this for me but alas, I get switched from department to department with no resolve [redacted] is SO big and unmanageable that I may never be able to verify and get access to the funds involved and I need themI have a lawyer now and await his actions and assistance with this matterHow sad for all involved especially meUnited, I fear another huge impersonal company, made no effort to contact me and let me know about this transaction despite my contact info included on the correspondence.Ms [redacted] I know you are a busy individual within a huge system but if you have any heart at all you will bear with me through this correspondence until I can settle this situation and verify the creditI am so grateful that there is a service company like Revdex.com to intervene on behalf of individualsOur world is so impersonal and scarey these days it makes me want to crawl into a holeIt just isn't fair to be at the mercy of corporate American without any means of resolve.incerely, [redacted]

Dear Mr El [redacted] : I'm so sorry you were left with the impression that we don't value your loyaltyI appreciate you worked hard to earn your Premier status I regret the Customer Care department cannot upgrade your status on your MileagePlus account due to this would compromise the integrity of the MileagePlus programFor missing mileage or status inquiries, please contact the MileagePlus department directly at ###-###-#### We continue to work on streamlining our amenities and products to provide you with the service you deserveYour candid observations help improve the way we do business We recognize the importance of your continuing business and thank you for being a loyal MileagePlus Premier Gold memberWe look forward to welcoming you aboard soon on United Regards, Ms [redacted] Corporate Customer Care [redacted]

Dear Mr***I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear there was no offered onboard your flight on March 15, and I understand your frustration I also understand your disappointment that your flight was delayed, and you missed your connecting flight to Hawaii I realize you did not receive the help you expected or deserved at the [redacted] Airport, or onboard your flight during this stressful timeI am truly sorry you were delayed overnight, and you missed the first day of your Hawaii festivities.As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few days Thank you for being a Premier Silver member with us and have a nice day.Regards, [redacted] ***Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : I'm so disappointed to learn about our employee's actions and the problems you had on our website Please accept my apologyYou should always have a positive experience with UnitedFrom what I read in your email, we have room to improveI'm going to send on your feedback to help us improve the way we provide exceptional customer service, with dignity, respect and professionalism on your next flightOnce again, I'm sorry for any inconvenience I regret we are unable to assist you via email with current or future travel via email Please contact out reservations agents they are ready to assist you with future reservations: • U.S./Canada: 1-800-UNITED-( [redacted] • All others: https://www.united.com/web/en-US/content/contact/reservations I appreciate that you’re choosing United for your business and loyalty Regards, Ms [redacted] Corporate Customer Care [redacted] Tell us why here

July 13, 2017Dear Mr***:The Revdex.com has forwarded your response to my attentionI regret you are disappointed in our response.I reviewed your information to ensure my initial response was accurateThere is information in your record that shows you purchased this ticket from an agency, it is a bulk ticketAs such, it carries restrictions, specifically the ticket coupons must be used in orderAlthough I empathize with your disappointment, there are no routing changes of any kind allowed on this type of a ticketRegrettably, we are unable to offer any type of reimbursement per the ticket and fare rules.Thank you very much for your understandingI hope we will be able to assist with your future travel needs.Kind Regards,Judy [redacted] Corporate Customer CareCase [redacted]

Dear Mr**:I'm responding to a rejected response forwarded to us from the Revdex.com.Thank you for the final opportunity to address your concerns regarding your recent flight After further review, we again found that United Airlines complied with all of the applicable regulations at the time of your flight and per the Terms and Conditions of your ticket and our Contract Of Carriage when you can view on United.com"Transportation of passengers and baggage on flights operated by United Airlines are subject to terms and conditionsBy purchasing a ticket or accepting transportation, the passenger agrees to be bound to the terms and conditions contained in our Contract of Carriage".To stated we offered no apology for the level of concern your raised it not true We have apologized in every email and thanked you for your business as well as advised you that our policy was carried out per our Contact of Carriage.Again, We value your feedback regarding your recent experience with usFrom what you describe, we failed to meet your expectations for providing good servicePlease accept my sincere apologiesWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, LeMarkus ***Corporate Customer CareCase: Tell us why here

December 21, 2016Dear J. [redacted] I am responding to a correspondence received from the RevDex.com. I'd really like to help you but I’m missing some details I need to review your request and I contact our MileagePlus Service Center on your behalf. Try to provide as much of the... following information as you can, along with a brief summary of your request. • Passenger name(s): • Frequent flyer numbers: • Flight Number: • Flight Date: • Ticket Numbers (13 digits beginning with 016): • Approximate Departure Time: • Flight from: • Flight to: You can find this information on your receipt. I'll be happy to respond once I review the information you provide. I'm so sorry you felt you were treated unfairly. It wasn't our intent to leave you with a negative impression of our service and I can imagine your disappointment. Also, you mentioned your suitcase was damaged, and I am sorry to hear your checked suitcase was damaged. We sincerely apologize for the inconvenience this has caused you and your family. Situations such as this are no more acceptable to us than they are to our passengers, and I can assure you that your experience is not typical of the standards we maintain. Our corporate offices are unable to handle baggage damage related issues. For this reason the responsibility of damage baggage is delegated to airport baggage claim representative. If you filed a damage claim you will need to contact the damage claim representative at the Seattle airport at (206) 965-2248, and provide the damage claim reference file number. The damage claim representative will be able to assist you. Thank you for your patience and understanding, and I look forward to hearing from you soon. Regards, Mrs. Elizabeth [redacted] United Airlines Corporate Customer Care UAL: [redacted] BBB: [redacted]

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.com I see my colleague mailed you out a $check on December 07, for the out of pocket expenses you incurred which you should receive very soonI also see you were issued a $ electronic travel certificate that was emailed to you on December 07, 2016.Thank you for your patience on this matter and have a nice dayRegards, [redacted] ***Corporate Customer CareCase: [redacted]

Dear Mr [redacted] : I have retrieved your reservation and do see that you are confirmed with the upgrade on [redacted] and you are waitlist on [redacted] .If that remains an issue with the reservation and this is not what you have confirmed please advise.United Airlines does appreciate your business.Regards,Sheila [redacted] Corporate Customer CareCase [redacted]

Dear Ms***:I am responding to the correspondence you forwarded to the Revdex.com I am sorry to hear your MileagePlus account has been permanently closed and I understand your disappointment I did speak with our Corporate Security manager, Vickie, who stated she is unable to open up the account, or redeposit the miles She did review this case on February 27, and again March 02, and determined her decision Again, I am truly sorry for what took place and email us back if you have any additional questions or concerns on this matterRegards, Susan ***Corporate Customer CareCase: [redacted]

Dear Mr***:I'm responding to a complaint forwarded to United from the Revdex.com.I realize how disappointing it must have been to miss your connecting flight, and I regret your travel plans were interruptedWe cannot always delay scheduled departures, but we do our best to accommodate late-arriving customers when the operation permitsOur ground staff is available to help with rescheduling and amenities during these unexpected situations Our records indicates you received hotel and food vouchers as a result of the irregualar Operation We work hard to correct problems brought to our attentionAlthough we cannot provide specific details about the internal investigation, please know we take your concerns very seriouslyIt is never our intent to inconvenience our passengers, and I am very sorry your valid expectations were not metWe appreciate the time you took to share your thoughts with us and the opportunity to apologize for any inconvenience.As a gesture of concern, I will deposit 10,bonus miles to your MileagePlus account Bonus award miles, award miles and any other miles earned through non-flight activity do not count or qualify for Premier statusPlease visit united.com to verify your mileage balance within 5-business days It is my hope that you will accept our apology and enjoy using the miles at some point in the near future, thereby giving us the opportunity to win back your trust Our goal is to create the world’s most Flyer Friendly airlineWe still have room for improvement, but that’s the direction we’re headedWe appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards, [redacted] ***Corporate Customer CareCase: [redacted] Tell us why here

I entered the response via the Revdex.com website and received an error message and could not be re-enteredThe website indicated the following: There is no action for you to take at this timeWe will contact you when we next require your input.Therefore, I sent the response to Mr [redacted] directly, see copy below.The miles have since been reinstated to Mr***'s account.COPY: via email: 7/10/7:AMDear Mr***: Here is the response I sent to the Revdex.comI am sending you a copy directly because I entered my reply below and I received an error message so I wanted to be sure you received it Regards, Dayna [redacted] Corporate Customer Care Dear Mr***: I am responding to your complaint filed with the Revdex.com I am sorry to learn your MileagePlus miles expired on June 1, and I understand your concernsI have made a one-time exception to reinstate your milesPlease allow up to days for MileagePlus to process Please note per the MileagePlus Rules: Each Member is responsible for being and remaining knowledgeable as to the Rules and the amount of mileage in such Member’s account Also, by enrolling or participating in the Program, you indicate your acceptance of these Rules and agree to abide by themIt is your responsibility to read and understand all of the Rules This information is available via our website: https://www.united.com/web/en-US/content/mileageplus/rules/default.aspx We appreciate your business and look forward to serving you again soon Regards, Dayna [redacted] Corporate Customer Care Case ID: [redacted]

Dear Ms [redacted] : I’m sorry you're disappointed in our ticket policy As part of the ticket’s rules, there is a processing charge for changesOutside of that charge, you may need to pay for the price difference, too, if the same discount isn't available.I regret if that created any frustrationThat’s not our intentionWhen booking your next flight, let us know and we can research tickets with less restrictionsAs a customer service gesture I have documented the reservation to allow a waiver of the change feeIf the new fare is higher the difference is applicableThis ticket is valid one year from the date of purchase which is July 9, Please have the ticket number and confirmation number when you are ready to exchange this ticket, must be for the same passenger We appreciate your business and look forward to welcoming you on board a future United Airlines flightKind Regards, [redacted] Corporate Customer CareCase ID [redacted]

Dear Ms. ***: The RevDex.com has shared your information with United Airlines Customer Care Department, and I am sorry to learn about the difficulties you have experienced with converting your [redacted] Rewards points to United Airlines MileagePlus Miles. As a gesture of our... concern, I am adding 20,000 bonus miles to your MileagePlus account which will post in the next few days. Thank you for your support as a MileagePlus member, Ms. ***. We look forward to continue serving your travel needs. Sincerely, Suzanne [redacted] Corporate Customer Care United Airlines Case ID [redacted] Tell us why here...

Dear Ms [redacted] : I'm sorry you didn't have a comfortable flight; it was never our intent for you to share a seat with another passenger I understand your disappointmentYou were expecting an enjoyable and relaxing experience and we didn't deliver that to youYour satisfaction is important to us and I want to regain your trustI'm sending an Electronic Travel Certificate you can apply towards your next trip, where I hope you'll experience the service you expectIt will arrive in a separate email within a few daysPlease know we do have specific handling and procedures for these types of situationsI'll also pass along your feedback so we can look at those again I appreciate you chose United for your travel, and on behalf of United, we hope your next trip with us will deliver the experience you deserve Ana [redacted] Corporate Customer Care case [redacted] Tell us why here