United Airlines

August 15, Dear Ms**: I am responding to your correspondence received from the Revdex.comPlease accept our apologies for any misunderstanding regarding information received from our *** *** Partner *** *** regarding baggage fees I regret that we are unable to
grant your request for a refund, as the fees you were assessed were consistent with United Airlines policies I can understand how disappointing this was since you weren't planning to pay this chargeYour honest feedback is appreciated and we'll work on providing better communicationLet me send you an Electronic Travel Certificate for use towards new flights with us, so you can enjoy the service you deserve. You’ll receive a separate email within a few daysWhen traveling, you are subject to the operating carrier feesAgain, I apologize if there was any confusion and for not meeting your expectationsMsLi, we appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, MrsElizabeth *** Corporate Customer Care United Airlines Revdex.com ID: *** UAL ID: ***

July 21, 2016Dear Ms***:The Revdex.com has forwarded your correspondence to my attention. I am very sorry for the change to your travel itineraryI see our flight, United Express 6181, was cancelled as a result of extreme weatherOur representatives protected your
travel on to the first available flight to your destination, a direct flight on *** AirlinesAlthough one of your benefits with United Airlines is a free checked bag, this benefit does not carry over to another carrier.While I understand your disappointment, we aren't able to refund a fee charged by another carrierHowever, to make this right, I have sent you a $Electronic Travel Certificate which will arrive via email within a few daysYou may apply this to future travel on United and United Express.Thank you for your understandingWe appreciate your business as a MileagePlus member and look forward to seeing you aboard soon.Regards,Judith ***Corporate Customer CareCase

Dear Mr***:I have received communication from United Airlines Baggage Resolution today and they have issued you a draft this morning totaling $1058.00. You should be receiving notification of the draft. Please allow up to business days for the draft to be received at your home address.United Airlines does appreciate your business and we look forward to serving you and your family on your next United flight.Regards, Sheila ***Corporate Customer CareCase ***

Dear Ms***:Please accept our sincerest apologies for the inconveniences you have expressed.United's MileagePlus credit card program is handled by third party vendor *** *** ***Therefore, please contact their Customer Service department for assistance with your application and requesting a
balance transfer once you receive your card. As a member of United Airlines' MileagePlus program, the 30,Bonus miles you receive after you are approved for a MileagePlus Explorer Card will be credited to your MileagePlus account and can be used in a variety of waysIf you are not already a member you can enroll on our website or by calling our Reservations department at: (800) 864-8331.Our MileagePlus program has been voted as the world's most rewarding loyalty program. We offer innovative ways to earn and use award miles for when you travel, shop and enjoy everyday activities. Here are a couple of options on how you can use your miles: • Travel on United, Star Alliance carriers and other airline partners • Upgrades• Dining• Hotel and car• Merchandise• Magazine and newspaper subscriptions Please visit united.com and select MileagePlus to review the different options you have to earn and use miles. It is never our intent to inconvenience our passengers, and I am very sorry your expectations were not metWe will be sending a travel certificate in a separate email as a gesture of our concernPlease allow up to business days for processing.We appreciate this opportunity to respond to your concerns and we look forward to serving you again.Regards, *** *** Corporate Customer CareCase: ***

Dear Mr***:I am responding to the follcorrespondence addressed to the Revdex.com regarding your December 26, travel.We're pleased to learn that you have come to a successful settlement with our Legal team to conclude your concerns.We value your business and welcome the opportunity to serve your future travel needsKind Regards,Laura ***Corporate Customer CareCase

Dear Mr***: I am responding to your follcorrespondence addressed to the Revdex.com regarding your November 16, travel. I'm sorry for the travel disruptions you and Meghan *** experienced and regret you were disappointed with our response. I contacted a supervisorwith our Baggage Resolution Center (BRC) on your behalf regarding your file (***). Based on the circusmtances they advised for you tosubmit your documentation to the Baggage Claims Department for handlingIf you should have any additional concerns about your baggage claim, you may contact our Baggage Resolution Center at 1-800-***-***. We appreciate your loyalty and will do our best to make your next flight an enjoyable experience Kind Regards, Laura ***Corporate Customer CareCase ***

Dear Mr***: This reply is from United Airlines as a response to your letter to the Revdex.comWe were sorry to read your report of unacceptable employee behavior and must stand by our earlier replies to this message and other issues on case IDs ***, *** and ***We
wish you to know your feedback has been forwarded to the appropriate managers for handling and there can be no refund for reports of employee behaviorIf you have any different concerns not already addressed in the above cases, please send details and we will gladly investigateRegards, Eve *** Corporate Customer CareCase: ***

Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Mr***
I'm responding to a complaint forwarded to us from the Revdex.com
Our records indicates this issues has been address and explained to you by our refund departmentThe latest email is below:
September 9,
PASSENGER: ***
TICKET(S): XXX XXXX XXX XXX , XXX XXXX XXX XXX
REQUEST ID: XXXXXXXX
Dear *** ***:
Thank you for contacting Customer Refund Services regarding the above referenced ticket
Customer Refund Services makes every attempt to please our customers; however, there are times we cannot offer a favorable responseWe regret that we cannot issue the refund requested, and would like to explain why: United Airlines offers a wide variety of fares that appeal to different segments of the traveling publicSome fares, such as yours, are highly restricted and valid only on designated flightsThe fare purchased carried the restriction of being non-refundable and non-transferableIt was designed to accommodate customers who are price conscious to receive a substantial savings over a regular full fare ticketThese highly restricted, non-refundable tickets must be reissued or cancelled prior to the initial outbound travel date if they are not used as purchasedAll non-refundable tickets not reissued or cancelled prior to the outbound travel date have no monetary value
We wish our reply could be more favorablePlease be assured that United Airlines values your business and we look forward to serving you again in the future
Sincerely,
Customer Refund Services
www.united.com/web/en-us/content/reservations/refunds
FAX: XXX-XXX-XXXX
Please understand it's not United responsibility to ensure you have the correct documents to travel
Per UA's Contract of Carriage, Rule 19, line states "Each Passenger *** transportation across any international boundary is responsible for obtaining and presenting all necessary travel documents, which shall be in good condition, and for complying with the laws of each country flown from, through or into which he/she desires transportation." Continuing in Paragraph A it states "UA is not liable for any assistance or information provided by any employee or agent of UA to any Passenger *** to such documents or compliance with such laws, or for the consequences to any Passenger *** from his/her failure to obtain and present such documents, which shall be in good condition, or to comply with such laws"
Thank you for email and your business
Regards,
***
Corporate Customer Care
Case: XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sir,
Thanks for your quick response but I would really appreciate if you can read this message carefullyI do understand about the "Restricted ticket" and "My responsibility of obtaining travel document and visa"
Here I am not blaming United.com for not issuing me visa or travel document
I travelled through the same segment Delhi-Frankfurt-USA last year with the same travel documents which were valid for the travel but this time last week when I was traveling through the same segment ***-FRANkfurt-USA with the same travel document, I was denied to travel
There is no change in the visa/travel document requirement in the last yearsMy question is if I was allowed to travel through the same segment last year, why was I denied this year and I went through all hurdles of booking new tickets with new airlines at the last minutes and all recurring expenses
If its too hard to understand for you please let me know, I can't explain in the better way than thisI would be glad to discuss this or I will find another route
Thanks again
***
Final Business Response /* (4000, 9, 2015/09/11) */
Dear MrMr***
I regret you're dissatisfied with our response
While not the answers hoped for, our policies are designed to address issues uniformly and fairly for all our passengersWe are sorry these issues adversely affected your plans however please know your feedback and comments are appreciatedWe cannot undo your experience, but we again apologize for the difficulties mentioned and hope we are given a future opportunity to serve your travel needs
You asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe following information is provided in reference to our policy
Per UA's Contract of Carriage, Rule 19, line states "Each Passenger *** transportation across any international boundary is responsible for obtaining and presenting all necessary travel documents, which shall be in good condition, and for complying with the laws of each country flown from, through or into which he/she desires transportation." Continuing in Paragraph A it states "UA is not liable for any assistance or information provided by any employee or agent of UA to any Passenger *** to such documents or compliance with such laws, or for the consequences to any Passenger *** from his/her failure to obtain and present such documents, which shall be in good condition, or to comply with such laws"
Thank you for your business
Regards,
***
Corporate Customer Care
Case: XXXXXXX

Dear Mr***: Your correspondence with the Revdex.com has been forwarded to my attention for review. On behalf of United Airlines, I offer my condolences on the loss of your mother. I'm sure this is a very difficult time for you. Please accept my sincere apologies
for the disappointing travel experience you had with us recently. I apologize for any confusion regarding the international travel documents necessary for travel to China. Please understand that United Airlines obtains entry requirement information from ***, the recognized global provider of visa, passport, and health documentation for international travel*** can only update the database with the information provided by the immigration authoritiesEntry requirements for each individual country are varied and ever-changingBecause airlines and travel agencies cannot guarantee the information provided by ***, passengers are responsible for contacting the appropriate consulate, embassy and immigration department for the destination country for specific entry requirements. Our Contract of Carriage addresses this in Rule 19: A) Each passenger desiring transportation across any international boundary is responsible for obtaining all necessary travel documents and for complying with the laws of each country flown from, through or into which he/she desires transportationThe passenger will pay or reimburse each carrier for any loss, damage, or expense suffered or incurred by such carrier by reason of such passenger's failure to do soUnited Airlines is not liable for any assistance or information provided by any agent/employee of United Airlines to any passenger resulting from his/her failure to obtain such documents or to comply with such laws. Our Contract of Carriage is located on our website: www.united.com. Your request for a refund of the additional fare is appreciated. However, I am unable to honor your request as the additional fees were valid. I understand you were inconvenienced, and I sincerely apologizeI will include your comments in our monthly Customer Care report, which is distributed to senior management for internal review Mr***, your business and satisfaction are especially important to us. We understand the value of your decision to fly with us and we'll make every effort to leave a better impression when we have the privilege of serving you againBest regards, Mary Beth ***Corporate Customer CareCase ID: ***Revdex.com *** Case ID: ***

Dear Ms***: I'm sorry our flight didn't operate as scheduled on May and that you incurred expenses as a result. United Express flight *** on Mary 30, from Newark to Providence was cancelled due to weather/Air Traffic Control (ATC), a situation beyond United’s control
I can certainly understand your need to get to your destination and regret the alternative flights didn't work for youWhile we don't provide reimbursement in these situations, we will refund the unused segment of your ticket. Our records indicate a refund in the amount of $per person was processed back to the original form of payment, credit card ending in This represents the Newark to Providence flight segment of $plus tax for a total of $per person. I recognize your disappointment in the amount of refundThe amount of refund is based on the individual flight segment (see your receipt for the fare breakdown)While I realize you feel the refund should be more, our system will only process the refund according to the fare paid for each segment. In addition, when a flight interruption is beyond our control, we usually don't offer any reimbursement for out of pocket expenses nor provide compensationHowever, I realize the inconvenience you experienced and as a goodwill gesture, I will send each of you a $electronic travel certificateYou will receive the certificates in a separate email within a few days. We'll work to provide you with a better travel experience and look forward to welcoming you aboard another United flight. Regards, Dayna ***Corporate Customer CareCase ID: ***

Dear Mr***: I'm very sorry to learn about the loss of your grandmother I want to help as much as possible. I'll need some additional documentation so I can review and let you know what I can do for youWhen you get a moment, please reply to this email with a
certificate acknowledging the passing, which also states name and relation to you On behalf of our United family, we send our sincerest condolences Regards, Markeia *** Corporate Customer Care Case ID ***

Dear Ms***,I sincerely apologize for any confusion and/or miscommunicationOur records indicate a subsequent check was issued and mailed to you on November 2, It appears as the first one was voided since it was never received at the PO BOX address previously on fileI see the process
was further delayed when the updated address was not received in full.It certainly wasn't our intent to add to your frustrationYour overall satisfaction is important to us, and I'd like to make this betterI'm sending an Electronic Travel Certificate which will arrive via email within a few daysWe hope you will use the certificate to allow us an opportunity to provide the service you deserveWe value your business as well as your feedback and look forward to welcoming you onboard soonBest Regards,*** ***

Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against us. Your correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines I apologize for any confusion with your
tickets. Please understand; however, the Terms and Conditions are included on each ticket we issue. Nonetheless, I am sorry to learn you were not advised of change fees that are associated with your tickets as they must be non-refundable tickets. That being said, we do understand that some circumstances are beyond customers’ control and that they may need to cancel their non-refundable ticket reservations at times. As most tickets require a change fee for reissue, in some cases, such as with court orders, United may be able to refund the change fee upon receipt of proper documentation You will be required to pay the applicable change fee when you schedule the new dates (Please note, this must be done within one year of the date the tickets were issued)Once the change has been completed, you may submit your request to our refund department via united.com. I have included the link below, from our website, for your convenience. Please include the court order along with a brief letter of explanation https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx Mr***, we appreciate your business and hope for the opportunity to welcome you onboard again soon Regards, Nancy *** Corporate Customer Care

Dear Mr***: I’m sorry your flight didn’t reflect the service we provide 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 his next one brings him that experienceOnce again, I'm sorry Our records show that all your unused segments of the ticket have been refunded Thank you for your loyalty as a MileagePlus memberWe look forward to serving you on your next United flight Regards, Cindy *** Corporate Customer Care ***

June 14,
Dear DrM***:
I am responding to a correspondence received from the Revdex.com
First and foremost, please accept my apology on behalf of United Airlines for the inconvenience you and your family experienced on May 21, when *** from Washington, DC
(Dulles-IAD) to Boston, MA (BOS) was cancelled due to a mechanical issue
We appreciate when customers take the time to share comments and suggestionsFeedback like yours presents opportunities to improve or enhance our products and services
I understand how disappointing it can be when a flight is cancelled and your carefully made travel plans are interruptedWe are diligent in maintaining a proactive maintenance schedule and apologize for the inconvenience this cancellation created for youOur goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priorityWe are doing a number of things to improve our reliability to make sure the planes can fly their routes, including adjusting our schedule and refining our maintenance practices -- this is a continuous fine-tuning process
I am sorry we were unable to provide the efficient assistance you needed when you called our toll-free reservation number and as you were being transferred back and forth between our Customer Service Department and our Customer Refund Services Department
We work hard to correct problems brought to our attentionI your feedback have been forwarded to the appropriate departments for internal review
Further investigation of our past date records indicate, our Customer Care Representative handled your case on May 27, and authorized a check on June 10, to be mailed to you for the amount of $and authorized travel certificatesIt takes approximately 7-business days for you to receive payment
MrM***, as a MileagePlus member, we appreciate your business and supportWe look forward to welcoming you and your family on board a future United Airlines flight.Regards, MrsElizabeth Vargas
Corporate Customer Care
United Airlines
UAL: *** Revdex.com: 114***
Please note the letter that is schedule to be mailed to you
May 27,
Dear DrM***:
I want to apologize for the inconvenience you experienced as a result of our flight cancellation
Please understand that we do work hard to minimize flight problemsOf course the safety and well-being of our passengers must always be our first priority so some cancellations are unavoidableFlight 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 result
I have enclosed a draft for the expense, along with an Electronic Travel Certificate for you both in hopes that you will give us another chance to demonstrate our great customer service
We appreciate the time you took to share your thoughts with usWe hope you will not judge us based solely on this experience and look forward to welcoming you on board a future United Airlines flight
Sincerely,
Bridgett ***
Customer Care

Passenger name (s): Anna MooreFrequent flyer number (if available):Flight Number: UA219W, return UA218WFlight Date: 05Jul2016, return Jul 2016Ticket Numbers: 0162488017479Approximate Departure Time: 0915Origin: Chicago Destination: Honolulu

Dr***:All United Airlines representatives are expected to treat our customers with dignity and respect at all times.Unfortunately you did not include your ticket number and flight information which I need to research this issue for you.Please send me your ticket number and your flight
information Once I have the information requested, I will then research the fare and the airport incident and respond. Regards,Sheila ***Corporate Customer CareCase ***

Dear Mr*** Thank you for contacting United Customer Care through the Revdex.com We're sorry for your problems with the gift cardWhile we can't refund the card or balance, as a gesture of goodwill for your inconvenience and thank you for your continued
loyalty and patience, we will provide a $travel certificate, emailed separately within business days, good towards a future United flight We thank you for your time and patience and hope to see you on a future United flight Regards, Joe *** Corporate Customer Care Case ID *** Tell us why here

Dear *** ***I am responding to your communication sent through the
Revdex.com.Please know your tickets were refunded to your original form
of payment, so please check your credit card statement.We appreciate this opportunity to respond and look forward
to serving you.Regards,***
***Corporate Customer Care***

Dear Mr***: I'm sorry you're disappointed with my response My intention was to show you I understood your concern and let you know I'm sorry about everything that happenedI didn't mean to create more frustrationI've taken another look at your situation and am adding bonus goodwill mileage to your account, which will arrive within the next few daysI hope you'll be able to give us another chance to provide you the service you deserveThank you, again, for letting me take care of this for you We're listening more than ever and working hard to be your airline of choiceI appreciate you helping us get there On behalf of United, we look forward to welcoming you aboard your next flight Best regards, Ms*** Corporate Customer Care ***