United Airlines

Dear Dr***: I'm very sorry that your experience traveling with our *** *** partner, *** *** Airlines, did not meet your expectations on November 13, 2017. *** did contact us regarding a refund for the difference in miles for the downgrade you experienced on their flight from
Warsaw to Seoul, and our refund department determined that no refund of miles was due. However, as a gesture of goodwill, I have authorized a deposit of 10,miles back to your MileagePlus account. The miles will be available in your account within to hours and can be viewed after that time by logging into your account on our website at United.com. Thank you for choosing United Airlines, MileagePlus and *** ***. You are a valued customer and your business is appreciated. Sincerely,Wendy ***Corporate Customer CareCase ID ***

Dear Ms***: Your email clearly expresses your disappointment with United, and I would like to extend my sincere apology for any negative impression that may have been created. Your frustration is certainly understandable I understand how upsetting it must
have been when your flight canceled July 13th and you had to be re-routed We know your time is valuable and never intended for this to happenI can only imagine your disappointmentIt's not in our best interest to cancel flights - it causes disruptions to passengers' travel plans and affects our overall operationI realize we didn't meet your expectations and I'm sorry On your way back on Jult 17th in Hourson, It was unfortunate that the scheduled crew was delayed due to air traffic and a replacement wasn't available; however, this wasn't a situation that was under our control and I regret I'm not able to honor your request for refundOur flight crews are scheduled to optimize the time they are legally allowed to fly according to Federal Aviation RegulationsOccasionally, due to a flight irregularity, flight crews exceed their maximum allowable flying hours for the dayIn the event the originally scheduled crew is unable to fly, every effort is made to find a replacement crewIf no replacement crew is available, the flight must be canceled I understand that we already sent you a $Travel Certificate references to this issue I am at this time sending another $Travel Certificate that will arrive via email within a few daysUsing these certificates, we look forward to the opportunity to provide the service you deserve I appreciate that you chose us for your travel and on behalf of United, we will do better to meet your needs on your next trip Ana *** Corporate Customer Care case ***

Dear *** ***:I'm responding to a complaint forwarded to us from the Revdex.com. We are sorry for the inconvenience you experienced on your recent flights on March 10, 2016. Direct customer feedback about our products and services is so important in helping us to improve. Please know our goal is to operate every flight on schedule, every dayUnfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed or canceledWhen this occurs, we want to minimize the impact to you as much as possible and keep you informed. We 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 processI encourage you to use our cutting edge self-service kiosks, online tools and smartphone apps as often as possibleAs you may know, United is one of the only airlines to provide the actual flight delay reason through our customer-facing tools. Our records indicates you received a goodwill offering per our policy via our appreciation websiteYou asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe certificate was not intended as compensation to offset your out of pocket expenses , to pay for your hotel bill, to reimburse you for the ticket you purchased or to compensate for your dissatisfactionIt was offered strictly as a goodwill gesture. Again, Your circumstances nonetheless warrant special consideration and your were issued an additional travel certificate to bring this matter to an amiable conclusionYou will receive the certificate via e-mail in 3-days per our contract of carriage and no refund will be forth coming. We appreciate your business and thank you for flying with us. Regards, LeMarkus ***Corporate Customer CareCase: *** Tell us why here

April 11, 2017The Revdex.com has forwarded your response to our attention.While reviewing your information, I see that you have also contacted the Department of Transportation (DOT) regarding this same concernThe DOT does take precedence over the Revdex.com, so your concerns will now be addressed and responded to by our DOT specialistsYou will be receiving a response from this team shortlyThank you for your patience and understanding.Kind Regards,Judith ***Corporate Customer CareCase ***

Dear Ms***: We are sorry for the inconvenience you experienced when your bag was delayedOur goal is to provide a seamless experience from the moment you book your flight until you arrive safely at your destination Based on your comments, we have room to improve. Please be
assured that we understand your concernsIn appreciation for your feedback and patience, please enjoy the $electronic travel certificate that will be emailed to you under separate cover within 3-business days I hope your next experience will earn a positive review. Your continued support is very important. We are working hard to earn your trust,Regards,*** ***Corporate Customer CareCase#

Dear Ms***: I attempted to call you back at 11:am central standard time and was unable to leave a message as the voicemail was full The Revdex.com has shared your information with United Airlines Customer Care Department, and we apologize for
the baggage delay your daughter experienced and the inconsistent information received We are committed to providing excellent customer service and will make every effort to address your concernsI am very happy that your daughters delayed bag was returned to herHowever, to facilitate our research and address your concern more information in neededKindly reply to this e-mail with the information below for review Passenger name (s): Frequent flyer number (if available): Flight Number: Flight Date: Ticket Numbers: Approximate Departure Time: Origin: Destination: We look forward to hearing from you at your earliest convenience Regards, Shandai *** Corporate Customer Care Case:***

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Mr.***
Your correspondence with the Revdex.com has been forwarded to my attention for review
Please accept my apologies for the disappointing travel experience you, and Ms.*** had with us recentlyI was
sorry to learn of the delay of UAon June 22, that caused you to miss your connection to OmahaAs you know, we never intend to disrupt our passengers' travel plansOf course the safety and well-being of our passengers and crew must always be our first priority so some delays are unavoidableWhile delays do sometimes occur, sub-standard customer service should notThe poor handling that you report certainly does not meet our United standard for serviceThe customer service agents at the airport and reservations specialists on the phone are given extensive training to offer you efficient and relevant information to your specific needsThe lack of communication and service you received during this stressful time is unacceptableWe don't question the great inconvenience this caused you and the feelings of frustration that resulted from flying into Lincoln and missing your appointmentsFrom what you describe, we didn't live up to your expectations or ours, and I'm sorry
Your request for a refund of your tickets is appreciatedHowever, we cannot issue a refund on used ticketsI appreciate your understandingWhile I can't undo the circumstances you two experienced, I am sending electronic travel certificates in a separate email which will arrive in 2-days as a gesture of our concernI hope you change your mind to avoid United in the future, and give us an opportunity to provide the service you expect and deserve from United Airlines
MrHarbert, your business and satisfaction are especially important to usWe 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
Bets regards,
***
Corporate Customer Care
Case ID***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been two weeks since the response from United and I have yet to receive the electronic travel certificates as indicated should have arrivedYet another example of poor customer service
Final Business Response /* (4000, 9, 2015/07/15) */
Dear Mr.***
Your latest correspondence with the Revdex.com has been forwarded to my attention for review
I'm sorry that you have not received the travel certificates issued previouslyOur records indicate the certificates were fulfilled on July 1, and sent to the email address of "[email protected]"You may want to check your "Spam" or "Trash" folders in case your computer did not recognize United Airlines as a valid sender
Despite the negative experience, your business is important to UnitedWe're committed to meeting your expectations, and we'll do our utmost to make your future contacts with United satisfactory in every respect
Best regards,
***
Corporate Customer Care
Case ID ***

Thank you for the replyThe Itinerary number is ***

Dear Mr***: I'm sorry you were disappointed with the schedule changeI understand this isn't how you wanted your trip to beginI'll pass along your feedback so we can continue working hard to be the airline of your choiceWe want to deliver the schedule you need, but sometimes
there are operational limitationsI apologize for the inconvenience 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 your uncle an Electronic Travel Certificate for a little over the amount you requested, 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 *** Corporate Customer Care Case ID ***

Dear Dr***:I have submitted a refund request for you with United Refunds. Your refund request ID's are *** and ***. You will receive an email from United Refunds directly.Please know that you can submit a refund request by visiting united.com and select refunds.
You will enter your ticket numbers and the reason for the refund.United Airlines does appreciate your business and we look forward to serving you on your next United flight.Regards,*** ***Corporate Customer CareCase ***

Dear Mrs***, I understand that you were charged baggage fees by *** Airways when you checked in for your return on March 3rd and you have been unable to request a refund of these fees through UnitedMy apologies for the inconvenience and negative impression that may have been
created The baggage fee waiver that is a benefit to United branded *** credit card holders only applies to flights operated by United or United Express. Please keep in mind there are other requirements that must be met in order to for the first checked baggage fee to be waived. As you checked in with *** Airways for your return, their baggage fees would apply. I am sorry if you were unaware of this aspect of the benefit. To show our concern I have authorized an electronic travel certificate that can be used to discount a future United ticket purchase. A confirmation of the certificate will be sent to you via email within a few days. I believe you will find the certificate easy and convenient to use. Your patronage as a MileagePlus member is appreciated. Please know that we are looking forward to welcoming you onboard for your next United flight Kind regards, Dana *** Corporate Customer Care Case

Dear Ms***: Your correspondence addressed to the Revdex.com has been forwarded to my attention for review. I hope this finds you feeling better. I was sorry to learn that you missed your flight because you were not feeling well. I understand that you then
purchased a new ticket with *** *** rather than change your existing ticket. I’m sorry that you were unhappy with the service you received from our phone representative, and I’m sorry that you were unaware of the terms and conditions of the United Airlines ticket that you purchased. Please understand that when customers buy a special fare ticket like the one involved in this instance they learn that they are nonrefundable and certain restrictions applyWhile I understand the situation you're faced, your ticket is non-refundable. Therefore, I must regretfully decline your request for a refundFor future reference and business travel purposes, you may want to consider purchasing non-restrictive fares that allow more flexibility and are fully refundableYour understanding is appreciated. I 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 customer. Best regards, Mary Beth ***Corporate Customer CareRevdex.com***Case ID: ***

Dear Mrs**:I am responding to the correspondence you forwarded to the Revdex.comI am sorry to hear you never received the $refund for the lower ticket price within the first hoursI also understand your disappointment that you did not receive the help you expected or
deserved when you called our Reservations Desk for assistance.As a goodwill gesture I have issued you a $electronic travel certificate that will be emailed to you in a few daysThank you for your patience on this matter and have a nice day. Regards, Susan ***Corporate Customer CareCase: ***

Dear Ms***: I'm sorry your plans were disrupted when we didn't leave as scheduled As I can tell in your email, we have room to improveI'll make sure to pass along your feedbackI'll also send you an Electronic Travel Certificate, which will arrive via email in a few days
We hope this gives you a future opportunity to receive service you deserveWe'll continue working harder to provide you, our loyal and valued customer, the experience you deserve when unplanned events happen I appreciate that you chose UnitedWe look forward to seeing you on your next flight Regards, Cindy *** Corporate Customer Care *** Tell us why here

Dear Ms***: We received your letter through the Revdex.com, with reference to case *** Your email clearly expresses your disappointment with your early December travel with usI would like to extend my personal apology for the negative impact to your schedule; any
frustration is certainly understandable Based on your comments, we could have done a better job on a number of fronts to minimize the inconvenience and the delay home While we are unable to provide compensation for consequential damages such as lost wages, or refund used/flown travel, we certainly can do better than the $travel certificate you received. Please understand the Appreciation site is designed for an immediate proactive response to an eventUnderstandably, as events progress and become more complicated, we certainly appreciate the opportunity to extend additional goodwillI will be happy to send you and Mr*** each an additional $electronic travel certificates. The electronic travel certificate is valid toward the purchase of airline tickets for you or anyone you may choose on United Airlines, United Express and ExpressJet Airlines. Please allow 3-business days for delivery on a separate cover to your emailWe know any amount of goodwill cannot compare to the disappointing experience, but hope it will be received as a tangible commitment on our part to do better when we can serve you againAs a MileagePlus member, we hold your loyalty in high regardThank you for making us aware of the situation and for the opportunity to assist youI hope that our next opportunity to serve you will earn a more favorable review Sincerely, Suzanne *** United Airlines Corporate Customer Care Case ID ***

Dear *** ***:I'm responding to a complaint forwarded to us from the Revdex.com. We are sorry for the inconvenience you experienced on your recent flights on March 10, 2016. Direct customer feedback about our products and services is so important in helping us to
improve. Please know our goal is to operate every flight on schedule, every dayUnfortunately, there may be times when weather, a mechanical issue or the late arrival of a crew member, due to missed connection or other unforeseen event, may cause a flight to be delayed or canceledWhen this occurs, we want to minimize the impact to you as much as possible and keep you informed. We 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 processI encourage you to use our cutting edge self-service kiosks, online tools and smartphone apps as often as possibleAs you may know, United is one of the only airlines to provide the actual flight delay reason through our customer-facing tools. Our records indicates you received a goodwill offering per our policy via our appreciation websiteYou asked us to reexamine your request, and we have done soAll things considered, we do support our earlier decisionThe certificate was not intended as compensation to offset your out of pocket expenses , to pay for your hotel bill, to reimburse you for the ticket you purchased or to compensate for your dissatisfactionIt was offered strictly as a goodwill gesture. Your circumstances nonetheless warrant special consideration to issue an additional travel certificate to bring this matter to an amiable conclusionYou will receive the certificate via e-mail in 3-days. We appreciate your business and thank you for flying with us. Regards, LeMarkus ***Corporate Customer CareCase: *** Tell us why here

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
Sincerely,
Casimir ***

Dear Mr***:Thank you for the requested information. Again, I researched the ticket number provided and your refund Request# *** is pending with our refund departmentAs stated when you requested the refund, you must wait until you hear directly from the refund department on the status of the refund back to the original forms of payment. Any credit from the *** *** will be processed back to the *** ***. Thank you for your business Regards, LeMarkus ***Corporate Customer Care

Dear Mr***: Thank you for contacting us, regarding your electronic travel certificateOur records indicate you were issued a $travel certificate for the delay of your flight and delayed baggage to BostonThe $travel certificate was used against Boston to Hong Kong on August 6,
I regret we are unable to issue a new certificate as the certificate was used alreadyThank you for your patience. Kind regards,LaRece ***kana case 11493254Revdex.com Case # Corporate Customer Care

Complaint: ***
I am rejecting this response because:Reimbusement still not provided...more delays
Sincerely,
Chris ***