United Airlines

Dear Mr***:I am responding to your communication filed with the Revdex.com.I'm sorry for the circumstances you have described about your travels and about your healthI am glad you were able to return home safely and wish you the very best for a full recovery. We do realize
there are times when situations occur that may require our customer to alter their travel plansWhen this happens, we may refund or waive the reissue fee associated with non-refundable tickets as an exception. Our records indicate that one of our Reservations supervisors did waive the $reissue fee and collected the applicable fare difference for your the new return dateAs the international fights you were confirmed on for January 3, 2017, were operated by *** Airlines, we are unable to fulfill your request for a refund of the difference in fareHowever, as a customer service gesture, we will issue a travel certificate ($353.30)The electronic voucher will be delivered separately via email within the next business days and can be redeemed by the person(s) of your choosing on any United/United Express operated flight. As always, we appreciate your business and look forward to welcoming you on board a future United Airlines flightRegards,*** ***Corporate Customer CareCase ID:***

Complaint: ***
I am rejecting this response because:The issue here is the insecurity and potential danger I faced being alone left alone in a third world airport with malicious men looking for victimsI feared for my safety, had to find an expensive hotel, because everything else was bookedI was also forced to purchase a new ticket at full price to get out the following dayI ended up paying more for the hotel and additional fare than my fare on UAAs a result of the extra costs, I don't have sufficient money to pay next month's rent.Its morally unacceptable for UA to keep the funds for the ticket which cost me a considerable amount of emotional and financial damage
Sincerely,
*** ***

Dear Mr***I am responding to your communication filed with the Revdex.com on April 18, I'm sorry to learn that you have not received the funds for your interim expenses that were incurred due to the delay of your baggage.Our records indicate your claim ***) was processed
and a draft was authorized by our Baggage Resolution Center in January Please be advised that a representative from our Baggage Resolution Center is aware of your concern and is actively researching the matterYou should receive additional communication shortlyIn the meantime, your patience is appreciatedAs a Mileage Plus customer, we appreciated your business and look forward to welcoming you on board a future United Airlines flightBest Regards,Julie ***Corporate Customer CareCase ID: *** ***

Dear Mr***:I’m responding to a complaint forwarded to United from the Revdex.com. After further review, we again found that United Airlines complied with all of the applicable regulations at the time of your flight in accordance with our current policy and Contract of Carriage as I outlined in my previous emailI provided you with the resources to get the resolution you're seeking, I encourage you to use the information below.I’m sorry to learn of your experience while traveling with us. The following policy is outlined on our website united.com.Damaged baggageThough United carefully handles and transports our customers' luggage, your checked baggage may show evidence of wear based on handlingIf you believe United damaged your checked baggage, please review this page to see how to report your claimDamaged baggage cannot be reported via email or through the websiteUnited is not liable for the destruction, loss or damage of any baggage caused by its inherent defect or poor quality as well as the following conditions that result from wear and tear:Minor cuts, scratches, scuffs, dents, dirt and stainsDamage to wheels, feet or extending handlesDamage to fragile or perishable itemsDamage because of over-packed baggageLoss of external locks, pull straps, security straps or zipper tabsReporting damaged baggageWhen reporting damaged baggage, please make sure to leave your bag tags attached to your luggageIf you’re still at the airport.Report damaged baggage to the airport Baggage Service Office, located near the baggage claim area, immediately after your flightA United representative will examine your damaged baggage and you will receive a file numberYou may be asked to complete a damaged baggage claim form.If you’ve left the airport…For United-operated flights within or between the U.S., Guam, Puerto Rico and the U.SVirgin Islands, damaged baggage must be viewed by and reported in person at the airport Baggage Service Office within hours after flight arrival to be eligible for repair or replacement. For all international flights operated by United, damaged baggage must be reported in writing or in person at the airport Baggage Service Office no later than seven days after flight arrival to be eligible for repair or replacementIf your flight was not operated by United, please contact the airline that operated your flight.If you have additional questions about damaged baggage, please contact the Baggage Resolution Service Center at 1-800-*** (1-800-*** from the U.Sand Canada or 1-***-*** from outside the U.Sand Canada.Thank you for your business.Regards, *** ***Corporate Customer CareCase: ***Tell us why here

Dear Dr***:Your correspondence addressed to the Revdex.com has been forwarded to my attention for review. January 13, PASSENGER: *** TICKET(S): *** *** *** ***
*** *** *** Dear *** ***Customer Refund Services has received your request for refund of the
above referenced ticket.We are pleased to inform you that your request for a refund has been approved and was processed todayYou may verify the details of your refund by entering your 13-digit United ticket number, beginning with 016, and your last name or your 8-digit refund request number (see above), using the following link; http://www.united.com/web/en-us/content/reservations/refunds/refunds.aspxBest regards,*** *** ***Corporate Customer Care***Case ID: ***

Dear Mr***: Your latest correspondence addressed to the Revdex.com has been forwarded to my attention for review. I’m sorry that you continue to be disappointed with United Airlines. I received a response to your complaint from our Central Baggage Resolution Desk. They advised they sent you an email (which I have copied below) and they have had no response from youThey also explained that damage has to be reported to the baggage service office within hours after a domestic flight and seven days for international flights, at the airport where the damage was discovered, so they can assist with filing a claim. They were unable to locate a claim filed under your name. Regrettably, we are unable to offer reimbursement of your bag and hearing aid. I appreciate your understandingI recognize that this is not the answer that you had been hoping for, but your feedback on this policy is very important and valued. Our leadership team routinely reviews business policies that negatively impact our customer's perception, and on many occasions has resulted in us making changes that benefit you, our customerBest regards, Mary Beth *** Corporate Customer CareRevdex.com11012077Case ID: 10003029 1/5/10:AM [email protected] Dear Mr***, Your contact information has been forwarded to the United Baggage Resolution Center I am emailing to request more details for our Baggage Resolution to assist with your damage claimPlease provide your Damage Baggage reference number created when you reported this damage as well as a United itinerary with flight details so we may assist further We appreciate your patience while we assist with this luggage matterRegards, Debbie *** United Airlines Baggage Specialist / Baggage Resolution Center

Dear Mr***I'm very sorry for your flight delay. We know your time is valuable and never intended for this to happen; I can only imagine your disappointmentWe want to be your airline of choice, and get you to your destination on-time, but I can tell from your comments we have some
work to doWe want to continue serving your travel needs, so I’m sending you an Electronic Travel Certificate that will arrive in a separate email in a few business days.I'll also send on your feedback to our Operations teams for review, so we can determine how to improve our recovery effortsUnited works hard to run an on-time airline; however, there are times when maintenance or other issues impact safetyWe make sure these are resolved before we departWe're working hard to improve our processes in these situations and provide the customer experience you deserveThank you for flying with us; in the future, we'll try harder to meet your expectations.Regards, *** ***Corporate Customer CareCase: ***

April 01, Dear Mr***: I am responding to your communication addressed to the Revdex.comWe appreciate the time you have taken to contact us againWe ask for your understanding that our responsibility in Customer Care is to apologize for any disservice that took place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and proceduresIn your previous correspondence you indicated we were unable to charge your credit card and then it was charged multiply times and you are requesting a billing adjustment, therefore; I referred you to our Refund Services departments as that is their area of expertiseOur Customer Care Department is unable to provide any information regarding existing or future travel ticketing reservationWe are unable to make any changes, modifications to your reservation or our policyPlease contact our Reservations Department at ***and you may request to talk to a supervisor for additional assistanceI realize this is not the answer you had hoped forPlease know that your feedback will be passed along to the appropriate department for consideration when making changes to our policies and procedures in the futureThank you for your patience and understandingMr***, please know that your business is important to usWe look forward to welcoming you on board a future United Airlines flightRegards, MrsElizabeth *** Corporate Customer Care United Airlines UAL: Revdex.com: ***

Dear Mrs***: The Revdex.com has notified United Airlines that you have filed a complaint against us regarding your travel experience in July. I appreciate the opportunity to respond to your concernsI’m sorry if you did not receive the response we sent to you regarding
this matter. Our records indicate we received an email from you on July 13, 2017. Our Customer Care desk responded with an apology letter and goodwill compensation in the form of an Electronic Travel Certificate to your email address ***@hotmail.com on July 22, Thank you for your business as a MileagePlus member. I appreciate you chose United for your travel; we hope to have the privilege of welcoming you back in the futureRegards, Candance *** Corporate Customer Care Case: ***

Dar Mr*** Your correspondence with the Revdex.com has been forwarded to my attention for review. Please accept my apologies for the disappointment you have expressed regarding the poor treatment you and your wife received from our flight attendant onboard UAto
Newark. All United employees are expected to provide our customers with friendly, professional service at all timesThey are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customers, regardless of circumstancesI want you to know that we work hard to correct problems brought to our attentionAlthough we cannot explain our flight attendant’s inappropriate behavior, we can work to correct itThis matter will be addressed internally and considered confidentialYou will not receive further information, however, your concerns will be taken very seriously, and I am confident necessary corrective action will be takenMr*** we appreciate your understanding and look forward to the opportunity to provide you with the service you expect and deserveBest regards, *** *** *** Corporate Customer Care Revdex.com***
*** *** ***

Dear Ms***: I am responding to your latest communication sent through the Revdex.com.Please understand that our Baggage Resolution Service Center handles all damaged baggage related claim issues and due to auditing purposes there are specific procedures in place that must be followed in order to appropriate handle a customer's damaged baggage claimMs***, we value your business but you still need to contact our Baggage Department to file a claim, we will not able to do this for you. We hope you will not judge us based solely on this experience but will allow us a future opportunity to regain your confidence in our ability to serve you.If you have additional questions about damaged baggage, please contact the Baggage Resolution Service Center at 1-800-335-BAGS (1-800-335-2247) from the U.Sand Canada or 1-281-821-from outside the U.Sand Canada.We appreciate this opportunity to respond and look forward to serving you.Regards, Lilia ***Corporate Customer Care

Dear Mr***,I was sorry to hear that due to medical concerns you and Ms*** were unable to travel as planned on October 4th.Based on your comments Ms*** received a call regarding her mother and needed to travel on January 16th to Munich. Additionally, you and Ms*** went to the
Omaha airport on January 16th to have her unused ticket reissued where the purchase of a one way or roundtrip ticket was discussed. You also mentioned the ticket was changed by an Omaha representative and you were unaware that the new ticket purchased was a one way ticket. Unfortunately, we are unable to determine what the fare would have been had you purchased a roundtrip ticket as fares are based on availability at the time of purchase. Additionally, there may be a fare difference when tickets are changedAdditionally, we are unable to determine what the fare difference would have been if a roundtrip was purchased and the return changed.I understand that when you learned that only a one way was purchased, a ticket for $3,was purchased for Ms*** to return from Munich on January 29th. Our records indicate this ticket was reissued to for a return on February 6th with a new fare of $3,and a refund of $was processed. Due to the possible error I have requested a refund of $3,under United Refund reference ***.We hope to welcome you and Ms*** onboard again soon.Kind regards,Dana ***Corporate Customer CareCase ***

Dear Kelly ***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns. We are sorry to learn about your disappointment with our FareLock service. The terms and conditions are
detailed on our website, and they do indicate that FareLock service charges are nonrefundable, and you must complete the purchase of the reservation otherwise the reservation will be automatically cancelled. The URL is https://www.united.com/CMS/en-US/products/travelproducts/Pages/FareLock.aspx. While a refund of the FareLock charge is not applicable, we are providing you with an electronic travel certificate in the interest of good customer relations. 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 patronage. We look forward to welcoming you onboard United again soonSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID ***

Dear Ms***:
I am responding to your communication sent through the Revdex.com
Ticket coupons must be used in the order they were issued; this policy is disclosed at the time of purchase on our website. Also, customers must cancel their reservation prior to the
departure of the flightFailure to adhere to either of these ticketing rules will result in the ticket having no valueIf your ticket allows changes, you have one full year from the date the ticket was issued to reschedule your travel plansChange fees and any applicable difference in fare will apply to the new itinerary; therefore, you do not qualify for a refund
We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, Lilia ***Corporate Customer Care***

Dear Ms***: This is the response to your Revdex.com letter, on behalf of United AirlinesI am very sorry to read where you had such a disappointing experience with our Reservations representative and apologize for your understandable frustrationPlease know our main intention
is to always provide safe and successful travel experiences for all customersThis was not what we wanted for you Unfortunately it is not possible to calculate a past date fare even by a few hours since prices and inventory change frequently; it is the nature of our business with customers booking and cancelling at any timeFor the future, we offer a program called ***, which protects the fares while you confirm your plansAlso once tickets are purchased, they may be cancelled within hours for a full refund Please know that sometimes fares go down, especially if you have some flexibility in your schedulePlease either call Reservations via 800-UNITED-to discuss options any time with a specialist or visit www.United.com to price options Thank you for this opportunity to respondWe appreciate you Regards, *** *** Corporate Customer Care Case: ***

Dear Ms***:Your latest correspondence with the Revdex.com
has been directed to my attentionThank you for taking the time to provide the
additional information requested. While
I can't undo the frustrating circumstances you and Mr*** experienced, I
am sending electronic travel certificates in a separate email which will arrive
in 2-days as a gesture of our concern. I hope you are able to use them and give us an opportunity to provide
the service you expect and deserve from United Airlines and our Star Alliance partnersMs***, 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 again.Best regards, Mary Beth ***Corporate Customer CareRevdex.com 10944400Case ID:

Dear Mr***: On behalf of United Airlines, I want to apologize for the inconvenience you experienced as a result of the delay of flight, Please understand that we do work hard to minimize flight problemsOur goal is to provide timely flight departures whenever
possible; however, the safety of our customers and crew will always be our first priorityFlight 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 resultUnfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis 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 Please understand that we do work hard to minimize flight irregularitiesOf course the safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidableOur airports agents work diligently in accommodating customers on the next available flightWe have verified our records and I’m happy to learn you flew to Boston as an alternate cityWhen you agree to alternate flight options, United is not required to provide a refund of the ticket or reimbursement of out-of-pocket costs It is never our intent to inconvenience our passengersAs a goodwill gesture, I will send you a Visa Gift CardThe card will be sent via US Postal mail within 7-business days We appreciate your business and look forward to welcoming you on board a future United Airlines flight Regards, Markeia *** Corporate Customer Care Case ID ***

Dear Dr***: I'm sorry your magazine subscription was not as expected From reading your email, we let you down and so did our partnerI'll make sure to pass your feedback on so we can improveThat's our first stepAs a way to say we're sorry, I'm depositing your miles
into your MileagePlus account, which will reflect in your balance within a few daysWe hope this gives you a future opportunity to receive the service you deserve Thank you for your business and loyaltyWe look forward to serving you on your next United flight Regards, *** *** Corporate Customer Care *** Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and reluctantly accept the responseThere isn't much I can do at this point, but I am entirely unsatisfied with the response and United's handling of my situationIn addition to the stock and generic responses to my extremely stressful situation in which there was a threat of abandonment in another country - a situation not unlike something that just recently happened and was featured in the news - I was not offered any sort of refund for the issues encountered but instead a voucher, which expects that I will put my travel and safety in the hands of those who so flippantly disregard the needs of an infant and will resort to threatsThere was never any true acknowledgement of the threats I received, and they have basically said they can sell whatever tickets they want but will not work with their partners to make travel comfortable, safe, and stress-free.
Sincerely,
*** ***

Dear Mr***: Thanks for contacting us again through the Revdex.com We are sorry you were dissatisfied with our response. We regret you feel the need to explore other travel options however, travel certificates, while not combinable, are fully transferable If the recipient is unable to use the certificate, it may be given to another individual It is important for you to know that our responsibility in Customer Care is to apologize for any disservice that may have taken place, report to the appropriate management for future improvements in those areas and provide relevant information about our policies and procedures Please be assured your concerns have been reported Regardless, while not the answers hoped for, our policies and goodwill gestures are designed to address issues uniformly and fairly for all our passengers. We are sorry delays adversely affected your plans however delays are an unfortunate reality in the airline industry and affects all carriers at some point We regret you feel you were misinformed regarding the value of your unflown portions and we will forward this concern to our customer service team to avoid this issue in the futureNonetheless, I hope you will see we have responded to your e-mails with genuine concern, and although no additional consideration on this regards will be forthcoming, we invite you contact us again if we may address other travel issues Contrary to the impression that we have left with you, we value your business and we look forward to the opportunity to regain your confidence in our service ** *** Customer Care ***