United Airlines

January 26, Dear Ms***: I am responding to your communication addressed to the Revdex.comWe appreciate the time you have taken to contact us againOn behalf of United, I regret to learn of your continued disappointmentWe understand how frustrating it can be when travel plans are interruptedOur staff offered the best options under the circumstancesI regret we left each of you with an unfavorable impression of our serviceWe can empathize with the disappointment you have expressedPlease understand United carefully reviews our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factorsOur intentions are to find a mix of meaningful options for our customersI understand that our goodwill offering cannot compensate you for the undue anxiety which your stepson experiencedNonetheless, the $electronic travel certificate was provided as a tangible expression of our regret over what transpired when he traveled with us, and we hope he accepts the certificate in the spirit it was intendedAs reiterated in my previous correspondence, we always look forward to welcoming our youngest passengers on board UnitedAccording to our past date records; since your stepson is years old, our agents are not allowed to ask any customer their age and they would not ask your stepson because he was not traveling as an unaccompanied minorIf our airport representatives would have known he was an unaccompanied minor we would have put him in the unaccompanied minor room In the future, when he is traveling alone you may have our Reservations representative document his record with a Special Service Request that this passenger is a “minor traveling alone.” This is the only way we can monitor individuals who are traveling under the age of I understand during the irregular operations he was not offered a hotel accommodation and the reason is because he is years old and to be able to get a hotel accommodation he must be at least years of ageHotels do not accept children under the age of therefore; our airport representative would not have been able to provide a hotel voucher Please understand, we sometimes do offer hotel accommodations and meal vouchers as a courtesy to our passengers during cancellations that are beyond our control, however, we are not required to do soWe have a limited number of rooms available to us and they are distributed on a case by case basis 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 The Contract of Carriage is available on the united.com home page Ms***, it is never our intent to inconvenience our passengers, and I am very sorry if your stepson’s expectations were not metWe appreciate the time you took to share your thoughts with us, and giving us the opportunity to apologize for any inconvenienceWe hope you will not judge us based solely on this experienceWe appreciate your business and look forward to welcoming you and your family on board a future United Airlines flight Regards, MrsElizabeth *** Corporate Customer Care United Airlines UAL: *** Revdex.com:

Dear Dr***:I am responding to the correspondence you forwarded to the Revdex.com. I am sorry to hear the fare decreased after you purchased your tickets for your upcoming trip in August. I realize you were unable to call when you saw the lower fare, and the fare
increased by the time you called for assistance. As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysThat will offset the difference in fare for all four passengers. The certificate can be used on a new reservation and can't be applied to this ticket.Thank you for your continued loyalty to United and have a nice day. Regards, Susan ***Corporate Customer CareCase:***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 114***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Mr***: The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns. We apologize for the flight cancellation you and Mrs*** experienced on December 29, 2015, with our United
Express partner, GoJet Airlines, as well as for the difficulties you experienced with your reservations for your return flights home. If a flight cancellation prevents you from traveling as scheduled, our airport agents will help to arrange alternate transportation for you on the next available United or United Express flight. Sometimes this involves a longer wait than expected, and we understand if you decide to make alternate arrangements, as was the case. In these situations, our Customer Refund Services Department will issue a refund for the unused flight segment. While we regret any misunderstanding, United does not, however, issue a ticket refund for the unused flight segment in addition to the alternate transportation (car rental). Our ticket records reflect that you and your wife obtained ticket refunds for the Detroit/Chicago/Pittsburgh unused flight segments to the original form of payment on January 21, 2016. Please allow at least two billing cycles for the credits to appear on the credit card statementAnd we are sorry to learn you report damaged baggage. Incidents of damaged baggage are addressed by our airport Baggage Service office, as our Baggage Service staff can view the damage and decide if the bag needs to be replaced or repaired. A damaged baggage claim must be filed within hours after your flight’s arrival for travel involving a domestic itinerary. This information is detailed on our website; we have provided the URL for your convenience: https://www.united.com/web/en-US/content/travel/baggage/damaged.aspx. Mr***, the Customer Care Department is responsible for capturing customers’ feedback/suggestions and then sending that information to the appropriate departments or airline partners It is important for us to understand all aspects of the customer’s experience from the customer’s point of view. While your concerns regarding your travel experience were already addressed by Customer Care agent MrJeffrey *** on January 29, 2016, we would like to reassure you that your feedback has been shared with the appropriate management for their internal use. We do hope you and Mrs*** will utilize the two $electronic travel certificates you already received from Mr*** as a gesture of goodwillThank you for your and Mrs***’s patronage as MileagePlus members. We look forward to continue serving your travel needs in Sincerely, Suzanne *** Corporate Customer Care United Airlines Case ID

Complaint: ***
I am rejecting this response because: Just as it was in the airport on the day of travel, your company speaks in circles If a passenger pays for an economy fare and rides in economy fare, why would he not be required to follow the same rules and guidelines of the economy seat that I secured When I purchased the ticket in January, no other options except 1st class were presented It was two months later that I was informed of the restriction of carry-on, which I felt that I complied with Your customer service came across as aggressive and demeaning at the airport, and now comes across as glib and insincere through the process of Revdex.com Recognition of your inconsistencies would have been sufficient, but I see that your company has no intentions of changing.
Sincerely,
Katie ***

Complaint: ***
I am rejecting this response because:The United Airlines representative responding to my complaint replied to my concerns via email. She attempted to resolve this matter by elimating the change and penalties fees associated with our cancelled *** tickets. This is not resolution is not good enough ro rectify the difficulties we experienced as result of United's decision to cancel our return tickets to Sydney. We had to change our travel plans based on not having return ***s. Also, I feel strongly that United *** ticket cancellation is a bad business practice. It does not serve the public's interest. This policy needs to be reviewed by a regulatory agency and removed from their consumer *** contracts (which the direction we are taking with this complaint). I appreciate your time and consideration in assisting us with this matter.
Sincerely,
David ***

I und I understand that you believe that an error was made when you were charged for a mileage pur*** Our records indicate that award tickets were pur***d using miles from your MileagePlus account on our web site for you and a companion under United confirmation ***. The
mileage requirement for both tickets was greater than the mileage balance in your account. When this occurs, an advisement is shown on our web site of the mileage shortage as well as an offer and cost to pur*** the additional miles, or to have the miles transferred from a *** credit card wherein such mileage is eligible for transfer into your MileagePlus account. Additionally, a pur*** of miles for your MileagePlus account was completed and the pur***d miles were used in combination with miles already in your account to pur*** the tickets under confirmation ***. There are notes in your reservation stating that you spoke to a Reservation representative on February 23, and advised that once miles are pur***d, the miles are nonrefundable. My apologies if you were unaware of this policy. As no error in the mileage pur*** was found, I must respectfully decline your request for a refund of the fees charged for the miles. We are looking forward to welcoming you and your companion onboard. Kind regards, Dana ***Corporate Customer CareCase

Dear Mr***: I am responding to your email sent to the Revdex.com regarding your recent travel originally scheduled with us on December 17, I want to apologize for the inconvenience that you experienced as a result of our irregular operationsI regret your United Express flight
to Denver was cancelled due to weatherIt is unfortunate that we were unable to re-schedule you as soon as you had hopedI realize how frustrating and stressful that this was for you 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 delays or 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 resultUnfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basisInclement weather, mechanical problems, industry regulations and air traffic situations issues all affect our ability to meet our on-time performance goals each dayIn some instances, we’re not the cause, yet we acknowledge it’s our responsibility to be part of the solutionFrom what you describe, on this occasion we failed to meet your expectations for providing good service and for that I am truly sorry As my colleague advised you, regrettably we are unable to reimburse any pre-arranged expenses (such as hotel accommodations at your destination, special events or ground transportation), inconvenience or loss of time, I'll make sure to pass along your feedback so we can review our policiesI hope the flight verification letter she provided will help recover some of the expenses you incurred or lostWe do appreciate your feedback as a MileagePlus member and welcome the opportunity to provide better service for you the next time you fly with United.Regards, Marleina ***Corporate Customer Care, United AirlinesCase: ***

Dear Ms*** Please know the ticketing agent is responsible for disclosing all terms and conditions of your ticket prior to purchasing As this ticket was purchased through *** I apologize if they neglected to do so As these tickets were not
purchased directly through United, we are not responsible for the ticketing agents incorrect information My apology for any confusion Regards, Ruth *** Corporate Customer Care Case:***

Dear Mr***:
I am responding to your complaint filed with the Revdex.com
We would like you to know that a full investigation regarding your cellular phones was takenDespite all efforts to locate your missing phone, I regret we were not able to locate it
I have
reached out to *** and he only recalls having possession of phone which was retrieved from the aircraftI am sorry for any misunderstanding that may have taken place in your conversation
In addition, I was advised our Baggage Service Representative, ***, spoke with you on the phone and did an extensive physical search of the warehouse trying to locate the missing phonesThe only phone she was able to retrieve was the phone that was already sent to you
Also, on September 21, Ms*** of the Executive Services Department, tried to contact you by phoneShe followed up with a letter and as a goodwill gesture she provided a $Electronic Travel Certificate
I know how difficult this has been for you and I truly wish that we were able to locate both of your phonesHowever, despite our best efforts we were notWhile every attempt was made, ultimately we are not responsible for items which are not checked inTherefore, I am sorry I must decline your request for reimbursement
Mr***, as a MileagePlus member your business means a lot to usAlthough the results of our investigation did not provide you with the optimal outcome, I hope you will see that we responded to you with genuine concern
Kindest Regards,
*** ***
Corporate Customer Care
Case: ***

Dear *** **:We're sorry for the mileage credit issues for your outbound flight.Due to changes to the MileagePlus account or limitations as to types of fare classes that earn miles on other carriers, some segments of your trip may not credit as expected. With the ticket number and information,
please contact MileagePlus directly at united com/contactmp so they can research your ticket and request credit form the other carrier if applicable.Hope to see you onboard soon.J***Customer Care***

Dear Mr***:I am responding to the correspondence you forwarded to the Revdex.comI'm sorry for the trouble you had with your bags when you traveled with us on July 17, 2017. It certainly wasn't our intent to inconvenience you during your flightWe wanted it to be as seamless as
possibleYour feedback ensures we continue to streamline our process so we can deliver that experienceWhile I'm unable to refund your bag fee, I'd like to help offset the costI'm sending you a $Electronic Travel Certificate that will arrive separately within the next few daysUsing that certificate, we hope to see you on board soon, allowing us the opportunity to provide the service you deserveOnce again, I apologize for any frustration. Thank you for being a MileagePlus member with us and have a nice day.Regards, Susan ***Corporate Customer CareCase: ***

Dear Mr***:I'm sorry for the inconvenience you and your son, Zachary experienced.We realize communication is essential and based on your comments; clearly we could have done a better jobIn appreciation for your feedback, and as a gesture of goodwill, please enjoy the $
electronic travel certificate that will be emailed to you under separate cover within 3-business daysMr***, as a MileagePlus member your loyalty and support are greatly appreciated. We look forward to serving you on your next United Airlines flight Thank you for flying the friendly skies. Regards,Valerie ***Corporate Customer CareCase ***

Dear Ms***: Your correspondence addressed to the Revdex.com has been forwarded to my attention for review. I was so sorry to learn of the family emergency that prompted the last minute ticket purchase. I was sorry to learn of the amount of time it took to purchase a
ticket. It may have been that the flights were already at capacity, or because we have limited flights departing to different destinations. Nonetheless, I can imagine your frustration when we couldn't help you with easeI'll make sure to pass along your feedback as we never intended to disappoint youWe want every part of your United experience to go smoothly, including when you call Reservations or appear at the Airport Ticketing DeskOnce again, I'm sorry it didn't go so well. Your request for compensation is appreciated, however, we do not offer compensation for matters like this. I appreciate your understanding. Ms***, we appreciate your loyalty and will make sure to listen to our passengers, as we work hard to be your airline of choiceWe look forward to welcoming you aboard your next United flight. Best regards,Mary Beth ***Corporate Customer CareCase ID:***Revdex.com Case: *** *** ***

Dear Mr***: We have received correspondence from the Revdex.com and welcome the opportunity to address your concerns. Our Customer Care department is committed to providing excellent customer service and will make every effort to assist our customers whenever possible
with post travel issuesI regret I am unable to assist you with your reservation request Our Reservations agents have the most updated information on policies and procedures related to tickets and faresTo speak with one of our reservations professionals, please call: 1-800-UNITED-(1-800-864-8331) from the U.Sand CanadaFor a list of touch-tone menu options, see the U.Sand Canada reservations contact information page on united.comOur website is also the place to go for the latest news, travel tips, a cutting-edge new smartphone app, and much moreWe appreciate your business and look forward to welcoming you on board a future United Airlines flight Thank you for flying the friendly skies. Regards, Valerie *** Corporate Customer Care Case ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I accept your option of having the fare refunded to meThe ticket numbers for the flight are *** and *** for flight #*** on Oct 9th
Sincerely,
*** ***

Dear Mr*** The Revdex.com has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns. If the Premier MileagePlus member and his/her companion have not received a confirmed upgrade, then the Premier
MileagePlus member will be asked at check in if the Premier MileagePlus member would like to be upgradedIf the Premier MileagePlus member agrees, the system will automatically split the reservations recordThe Premier MileagePlus member and the companion will then be added to the airport upgrade standby listThank you for your loyalty as a Premier 1K MileagePlus member, Mr***We hope this information helps to explain the process when upgrade requests involve a companionSincerely, Suzanne *** Corporate Customer Care United Airlines Case ID ***

Dear Ms***:I am responding to the additional information you forwarded to the Revdex.com. I did speak to our Corporate Security manager about your concern. I was advised that you violated one of the terms and conditions of our MileagePlus program. The below conditions is why your MileagePlus account was closed.Prohibition of sale or barterThe sale, barter or other transfer or attempted sale, barter or other transfer of any mileage, certificates, awards, benefits or status, other than as authorized and/or sponsored by United, is expressly prohibitedAny mileage, certificates, awards, benefits or status sold, bartered or otherwise transferred is in violation of the Rules and any accounts or Members involved in such sales, barters or other transfers may be subject to United’s RemediesThe acquisition, use, transfer or attempted acquisition, use or transfer of mileage, certificates, awards, benefits or status that have been acquired by purchase, barter or other transfer in violation of the Rules may result in United’s exercise of United’s Remedies.If you feel this activity was not authorized please contact your local law enforcement agency and file a police report.Thank you very much.Regards, Susan *** Corporate Customer CareCase: ***

Dear Mr ***:As previously advised, Customer Care handles post-travel issues; as such we are unable to assist you with a current or future reservation.For assistance with your reservation our Reservations agents have the most updated information on policies and procedures related to tickets and faresPlease contact our Reservations department at 1(800) 864-(US and Canada)Thank you for you understanding.Regards, James ***Corporate Customer CareCase:

Complaint: ***
I am rejecting this response because: United Airlines hasn't really done anything to satisfy me or earn my repeat business That's why I complained in the first place
Sincerely,
*** ***