United Airlines

Dear Mr***:I am truly sorry for the delay of flight on February 10, the inconveniences it caused you and Ms*** and the time lostPlease accept my sincere apologies for the poor experience, we are acutely aware how negatively this can impact your travel plans.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 cancelledIt is never our intention to disrupt our passengers' travel plans, but the safety and well-being of our passengers and crew must always be our first priority.Your request for reimbursement of $is appreciatedHowever, we must respectfully deny your request - as previously advised in our February response United Airlines does not absorb costs guests incur to reach destinations that are not a part of their United reservations; your final destination on your United tickets on February was Los Angeles.We also regret you are dissatisfied with our goodwill offeringWe do understand that our goodwill offering cannot compensate you for your unpleasant travel experienceThe Travel certificates were provided as tangible expressions of our regret over the series of events that transpired and were not intended to compensate for your dissatisfaction and offered strictly as a goodwill gestureWhile I understand you are disappointed with our offer, we hope you will accept it in the spirit in which we have intended.Although we realize this is not the response you were hoping for, we're committed to meeting your expectations, and we hope you will give us a future opportunity to restore your confidence and support. Thank you for choosing United and we look forward to serving you again soon.Regards, James ***Corporate Customer CareCase: ***Revdex.com Case # ***

Dear Mr***:Thank you for contacting us, regarding your ticket from Los Angeles to Newark.I regret the confusion. The ticketing fee is nonrefundable after the hour window to get a full refundYes a refund has been processed for your ticket. And in addition, I have
requested a refund of the $ticketing fee back to the original form of paymentThank you for your patienceKind regards,LaRece ***Corporate Customer Care ezcare *** Revdex.com case

Dear Mr***: I'm sorry you're disappointed in the changes made to our *** aircraft Although the configuration of the *** Economy cabin changes the seating layout, the seat width is only a slight quarter-inch narrower than our It also offers several great features including:
seating with two mobile device holders, in-seat power at all seats, and along with personal device entertainment. Also, our records indicate you were assigned Economy Plus seats on the 28/configuration of our ***-*** aircraft which have a standard seat recline of inches. You may review our seat map details on our web site or by clicking on the link below. https://www.united.com/web/en-US/content/travel/inflight/aircraft/***/***/defaul...⇄ We are unable to honor your request for refunds or re-deposit of mileage as you were assigned seats in Economy Plus and travel was provided. However, I am adding bonus miles to your and *** ***’s MileagePlus accounts as a way to say we apologize for any inconvenience. The miles will post in a few days. I appreciate your loyalty as a MileagePlus member and that you chose United for your tripWe hope to have the privilege of welcoming you back in the future. Regards, *** ***
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
Sincerely,
Murat ***

Dear Ms***:I am responding to the correspondence you forwarded to the RevDex.comI'm so sorry we had to place your carbag under the plane on your flight on December 14, and I understand your frustration. I can tell it wasn't what you plannedPlease know we
didn't mean to add frustration or confusionI'll pass along your feedback so we can continue streamlining our process when it comes to bagsWe realize our overhead bins are fuller than they've ever beenIf your carbag exceeds linear inches (that's the number when you add the height, width and length), we'll accept it as checked baggage (a fee may apply)Gate agents keep an eye on this during the boarding process and may ask you to check your bag if it's too bigIf you need more information, visit united.com/baggage. I realize there was overhead space still available when you boarded, and I apologize your bag was delayed for over an hour when you arrived in Chicago.As a goodwill gesture I have issued you $electronic travel certificate that will be emailed to you in a few days. We hope you will use the certificate and give us another opportunity to serve you better on a future flight with usI hope you have a wonderful holiday season.Regards, Susan ***Corporate Customer CareCase: ***

Dear Mr. ***: We received your letter from the Revdex.com regarding your missing miles. I regret to learn you have not receive mileage credit for past flights on United Airlines / Star Alliance flight(s) There are several ways to request missing
mileage credit on past date flight(s)To receive credit, please visit www.United.com > MileagePlus > Earn Miles > Requesting mileage credit to your Mileage Plus Account. For Star Alliance flights, please submit copies of your boarding pass and receipt to the address below: united.com/contactMP or Mileage Plus Service Center PO Box Houston, TX 77251- When sending your information, please including your name and Mileage Plus account. MileagePlus is a self-managed programWe provide our members with the ability to manage their MileagePlus accounts online at www.united.comShould you have any discrepancies and/or additional inquiries regarding your Mileage Plus account, please contact the Mileage Plus Service Center 1-800-421-4655. The Mileage Plus service center is open between 7:00am to 12:00am CT days a week . Mr. ***, as a MileagePlus member, your business is very important to us. Please know that are working hard to build an airline that will earn your confidence and approvalWe appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight Regards, James *** Corporate Customer Care Case ID -

Dear Mr***: We received your letter through the Revdex.com, with reference to case ***I would like to extend my personal apology for any negative impression left with you in regards to the handling of your check in with your baggage As a gesture of goodwill, I
have authorized a refund of the $bag feePlease allow up to one billing cycle for the credit to reflect We appreciate your understanding the Basic Economy fare does not include a regular caritem, rather one personal item onlyThe personal item can be a laptop bag or an item limited to 9in x in x in or less Thank 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, *** *** United Airlines Corporate Customer Care Case ID *** Tell us why here

June 6, 2017Dear *** ***:The Revdex.com has sent your correspondence to the attention of United Airlines.I am very sorry to hear of the confusion surrounding your lost itemI have sent your information to our Baggage Resolution Center for attentionI have also requested they
contact you with any information they have regarding your ***I ask that you allow a few business days for this to happen; we appreciate your patience.I thank you for your loyalty as a MileagePlus member and hope to have the continued privilege of serving your travel needs.Kind Regards,*** ***Corporate Customer CareCase ***

Revdex.com #*** UA case ***Dear Ms***:Our records show that UA *** on December arrived with a delay of minutes, and UA on December was scheduled to depart La Guardia at 12:30, but due to the delay you were rebooked on AA which was scheduled to depart at 15:Allow me to explain that we usually do not offer compensation for flight delays less than four hours, or if a passenger arrives at the designation within four hours of original arri*** timeHowever, since you were rebooked on a later flight, I had made an exception and offered the new travel certificates.As your original travel certificates had been used towards your tickets and transportation was provided, they cannot be reinstatedI am sorry you are not happy with the goodwill compensation offeredPlease understand United carefully reviews our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors and to the satisfaction of all our valued customers. We believe that the compensation we offer is fair and reasonable and in line with the service you experienced. I hope you will accept the new travel certificates in the spirit we intended.Please know that your business is important to usWe hope you will give us another opportunity to meet your travel needs in the futureRegards, *** ***Corporate Customer Care Case: ***Tell us why here

Dear Mr***, From your comments, you experienced flight delays when you traveled on United Express flight from Dallas Houston and United flight from Houston to Phoenix on March 12th. Additionally, I understand that while onboard flight the ear phones you requested
were not provided and the air conditioning was not working properly. United is dedicated to customer satisfaction and It disappoints us to learn that you feel we missed the mark this time Our records indicate that flight arrived at the gate in Houston twenty minutes late and flight arrived at the gate in Phoenix eleven minutes early. Please accept my apologies for the described inconveniences and negative impression that may have been created Although a refund of your ticket does not apply, to show our concern I have a deposit of goodwill miles into your MileagePlus account. Details will arrive via separate email Your patronage as a MileagePlus member is appreciated. We are looking forward to welcoming you onboard for your next United flight. Kind regards, Dana *** Corporate Customer Care Case ***

Dear Prof*:I am responding to the correspondence you forwarded to the Revdex.comI'm sorry to read about your flight delay on May 15, 2018. I can only imagine how it affected your plansUnfortunately; I am unable to refund you for the ticket you purchased on another
carrier and I apologize. However; I'm sending you a $Electronic Travel Certificate to offset that cost, which should arrive via email in the next few daysI'll also send on your feedback, so we can review our processesThere are times when maintenance or other issues impact safetyWe make sure these are resolved before we departWe're working hard to improve our recovery in these situations and provide the customer experience you deserve. Thank you for your business and loyaltyWe look forward to seeing you on your next United flight.Regards, Susan ***Corporate Customer CareCase: ***

Dear Ms***: I am responding to your complaint filed with the Revdex.com, I am with Corporate Customer Care in UnitedI am so sorry for the inconvenience, disappointment, and frustration in seeking resolution for your baggage claim Please accept my sincere apology
first this happened at all in regards to your damaged bag and for any damage to your wedding dress. Secondly, I apologize for the red tape and lack of clear communication on our part Upon review, I noted the United Baggage Resolution Service Center mailed you a check for $for your suitcase on July 8, and separately emailed you a $travel certificate to offset any cleaning expense for your dress and other items Please let me know if you have not received either of these and I will be pleased to intercede on your behalf and follow-up Congratulations on your upcoming nuptials! As a small wedding gift and for the overall inconvenience, I have authorized 20,bonus goodwill miles deposited into your MileagePlus accountPlease allow 5-days for these miles to post to your accountUnderstandably, the goodwill meant as a gesture of our regret, is not comparable to the negative impact we have left with youAs a MileagePlus member, we want to thank you for your loyaltyWe hope you will be able to accept our apology and allow us the opportunity to provide you with a future better customer service experience in hopes of replacing the negative impressionSincerely, Suzanne *** United Airlines Corporate Customer Care Case ID

Complaint: ***
I am rejecting this response because: United airlines: please respond to my below points directly
My credit card was charged by United Airlines, not by the agent (***)
So I deem this transaction is between me and UA*** only referred me
to buy tickets from the United Airlines. The transaction is still between me and UA. If UA charged my credit card, I don't understand why UA won't just give me refund since the tickets are canceled within hours of booking.
I say that *** only referred me to buy UA's tickets, because I didn't get a price discount by making my reservation through
***.comThe price of tickets was exactly the same if booked
directly through UA websiteAgain, my credit card was charged by UA, not ***, which is why I made cancelation at UA's website
The hour cancelation policy was offered by both UA and
***I canceled my reservation only a few hours after the time of
resercationThis is the fact
In the process of my cancelation through
UA's website, there is no indication saying that because my reservation is not
directly through UA I won't get a full refundOn the contrary, the website
confirmed to me that I will get full refund if the cancelation is within
hours of booking
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/14) */
September 14,
Dear ***
I am responding to correspondence you submitted to the Revdex.com
We are committed to providing excellent customer service and will make every effort to address your concerns
To
facilitate our research, kindly reply to this e-mail with the information below
Passenger *** (s):
Frequent flyer number (if available):
Flight Number:
Flight Date:
Ticket Numbers:
Approximate Departure Time:
Origin:
Destination:
We appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
***
Corporate Customer Care
Case XXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Passenger *** (s): *** ***
Frequent flyer number (if available): GVXXXXXX
Flight Number: &
Flight Date:Sept &
Ticket Numbers: CX3LMF
Approximate Departure Time: 9pm
Origin: ORD
Destination: BOS
Final Consumer Response /* (2000, 15, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 13, 2015/09/17) */
September 17,
Dear Mr***:
The Revdex.com has forwarded your response to my attention
Direct customer feedback about our products and services is so important in helping us to improve
Our ability to communicate professionally with our customers is a key component of our brand, being Flyer FriendlyA number of tools and processes are being applied this year that will substantively address these goalsWe are working to improve customer service, including investing in a comprehensive training course for frontline employeesWe are consistently aligning service standards of professional women and men around our companyYour comments regarding the attitude of our employees have been documented
Your return flight which was delayed for nine minutes was a delay in flight, in the airFlight was delayed for minutes as a result of a few things
A) Inbound air traffic control delay
B) Technical concerns on board the aircraft that needed to be addressed before departure
Mr***, please know that we strive to operate every flight on scheduleRegrettably, there are times that this is not possible due to a variety of reasonsI assure you, that above all, customer safety is our number one concern
Thank you for this opportunity to respond to your concerns
Regards,
***
Corporate Customer Care
Case XXXXXXX

October 13,
Dear *** ***
I'm responding to your correspondence addressed to the Revdex.com
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 you and your groupOur goal is to provide timely flight departures whenever possible; however, the safety of our customers and crew will always be our first priority
I'm truly sorry that this situation took placeWe are asking our customers to visit our appreciation website to select a token of good willThe website can be accessed through www.***appreciationOn this site you will be able to select either a travel voucher of goodwill milesEach passenger will need to access the website for their individual selection
In reviewing the past reservation, I was able to locate the names of passengersI found that some of the passengers did not travel, and they would be entitled to a refund on their ticketsSince the tickets were issued by a travel agency, that agency can process the refunds, or they can be processed online at www.***/refundsIn order for me to process the refunds, I will need more informationI have all of the passenger names; however I will need their mailing addresses, MileagePlus numbers as well as email addressesOnce the refunds have been processed, a refund will be sent to the travel agency and then they will process the individual checks back to the passengersPlease send me that needed information so that I can forward to our refunds department
Regrettably, I'm not able to honor your request for a refund of all tickets, as some of the tickets have been used and all safe travel has been completedPlease know that if a flight cancellation is within United's control our staff will work with our customers to secure the next available flightIn some cases this flight may be the following dayI'm sorry that we were not able to secure an earlier flight for your groupIn some cases meal vouchers may be given out by our airport staffIn order for me to consider a reimbursement of meals, I will need the receipts for review and consideration as well as the customer informationUnfortunately, we are unable to reimburse you for inconvenience, loss of time or absorb the cost of unused prepaid hotel accommodations, special events or ground transportation at your destination
I'm truly sorry that this situation took placeWe appreciate your business and look forward to welcoming you on board a future United Airlines flight
Regards,
*** ***
Corporate Customer Care
*** ** ***
*** *** * ***

January 27, Dear Mr***: The Revdex.com has notified United Airlines that you have filed a complaint against usYour correspondence was forwarded to our corporate office, and I was asked to respond on behalf of United Airlines I am very sorry for any
confusion with the charges on your reservations on confirmation AK9FHV. In reviewing our records I find ticket has been vo***d as part of our Risk Free hour policy. Also, our records indicate the $charge from ticket has been returned to your credit card account ending Mr***, we apologize for any delay in processing your request and for inconvenience you may have experienced. We thank you for your business and for being a valued member of our MileagePlus program. We’ll look forward to welcoming you onboard again soon Regards, Nancy *** Corporate Customer Care Case: ***

Dear Mr***: I am so sorry for the difficulty and unpleasantness you and Mr*** experienced during your cheprocess at the Baltimore airportPlease be assured I will alert the station manager to the details as you described for an internal follow up Although, it is
true the waiver is part of our contract with *** *** and only eligible if the ticket is purchased with the *** card, I regret the situation was not handled in a more professional and in a timely manner Regretfully, we are not able to refund a valid fee, as the ticket was purchased with a *** credit cardHowever, as a customer appreciate gesture I will a $electronic travel certificate to each of you. 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 emailThank you for your business and loyalty as a MileagePlus memberWe look forward to a future opportunity to provide the customer service you deserve Sincerely, *** *** United Airlines Corporate Customer Care Case ID ***

(The consumer indicated he/she DID NOT accept the response from the business.)
The response from United Airlines was grossly inadequateTo equate what I endured to only cover less than sick day that I had to take off work is absurdThe response from United Airlines stated that they could only cover up to the price of the plane ticket, and not address all of the extraneous expenses and distress I facedThen, they could at the very least have the certificate equate to the price I paid for the plane ticket

Dear Mrs***:United’s Complaint Resolution Official/DOT/Disability Specialist, MsMichelle ***, is still investigating your concerns. However, Ms*** will respond to you via email no later than Friday, September 15, 2017, to let you know about the status of her investigation.Thank you for your patience and understanding.Sincerely,Suzanne ***Corporate Customer CareUnited Airlines Case ID ***

Dear Ms***: Thank you for providing me and the Executive Desk with your ticket number, so the refund can be processed for the portion of you flight from SEA to ORD Your refund request has been forwarded to United Refunds The reference number is ***Please allow us 3-business days to process your requestUnited Refunds will send you an update after that time We appreciate your business and look forward to welcoming you on board a future United Airlines flight. Regards, Lisa ***Corporate Customer CareCase#