United

Airlines Customer Relations PO Box 66100 Chicago, IL 60666 Harrison Taylor Godfrey 3526 North Third Street Arlington, VA 22201 July 28, 2012 To Whom it May Concern, Im writing today to express my deep disappointment regarding my travel with United Airlines on Sunday, July 1 and Monday, July 2 between Dulles International Airport and Bilbao, Spain. The multi-stop flight was originally booked on June 19, 2012 (Confirmation #EGFBT1) using United miles of my travel partner, Travis Luther Lowe (MileagePlus Silver Member # DW746682). I was slated to depart Dulles at 10:01 PM local time on Sunday, July 1, to commence a three-part itinerary that would take me through Londons Heathrow Airport and Frankfurt, Germany, ending in Bilbao, Spain at 5:50 PM local time the following day. Unfortunately my flight, UA924, was delayed at Dulles due to mechanical difficulties and did not depart until approximately 11:30 PM, roughly 1 and hours behind schedule. As a result, I did not arrive in Heathrow until approximately 11:40 AM local time the following morning. By the time I deplaned, I had missed my connecting flight, LH905, to Frankfurt, which departed at approximately 11:45 AM. These things happen, and while disruptive, this is not the cause of my disappointment. Once I had ascertained that I had missed my connection, I proceeded to the United Ticket Desk in Terminal 1 (if memory serves me) to rearrange my travel. The agents there were perfectly accommodating and drafted me a ticket for a direct Veuling/Iberian flight 5745 between Heathrow and Bilbao departing at 5:15 PM that afternoon. An image of the paper ticket in question is attached to this message. I was instructed to proceed to Terminal 3, from which the flight would depart, where I would exchange the paper ticket for a boarding pass. I did as instructed. Upon arriving at Terminal 3 I did not find a Veuling/Iberian desk in the ticketing area. However, staff there informed me that I could take my paper ticket to the boarding gate, where I would be able to present it to the desk agents, receive a boarding pass, and board the flight. I waited until the gate was announced (roughly 40 minutes prior to departure) and proceeded there. This is where the trouble arises. At the desk in front of the gate I was informed (in a very curt and unsympathetic manner) by Veuling/Iberian staff that they simply did not accept the paper ticket issued by United. This declaration was reaffirmed after they contacted their superiors via phone. Contradicting the United representatives, the Veuling/Iberian staff asserted a relationship didnt exist with United whereby such transfers were permitted. It wasnt a matter of the flight being full Id later learn it was half empty it was simply a matter of procedure. As luck would have it, my travel partner en route to Bilbao from London, Travis Luther Lowe, saw me at the gate. As the boarding process had already commenced and there would be no possible way to exit the terminal, clarify Uniteds apparent contradiction, and return, we had no choice but to a last-minute one-way ticket at the gate for $367.11 so that I could board the flight. Had that not happened I would have been stuck in London without immediate recourse, disrupting my travel schedule indefinitely.

 Clearly there was some sort of miscommunication or misunderstanding between United and Iberian/Veuling. Whats so disappointing to me, though, is that I was placed into the position of having my travel itinerary thrown into disarray by this miscommunication. More importantly, my travel partner and I were compelled to purchase a new plane ticket out of pocket because United staff made the seemingly incorrect assertion that the two airlines had a relationship which allowed for the itinerary to be transferred. To add insult to injury, the Iberian/Veuling staff explained they would not be able to provide a receipt for the $367.11 transaction; a copy of their email reasserting this statement and a screenshot of Travis Luther Lowes credit card statement is included. The purpose of this letter is to request a reimbursement to Travis Luther Lowe for the $367.11 and/or reimburse Travis Luther Lowe for the loyalty mileage expended. In conclusion, one of two possibilities led to this unfortunate result: (1) United airlines employees misunderstood basic information about Uniteds partner carriers such that I was presented to the choice to be stranded overnight or compelled to purchase a last-minute ticket (2) United and Iberia/Vueling are indeed partner carriers, and the itinerary transfer should have been honored. Thank you for your time and attention to this matter. Sincerely,

Harrison T. Godfrey CC: Vueling Airlines Customer Service Iberian Airlines Customer Service Travis Luther Lowe

United Airlines Customer Relations PO Box 66100 Chicago, IL 60666 Travis Luther Lowe 29 Capp Street, #2 San Francisco, CA 94103 July 28, 2012 Dear United Customer Care, Im writing to echo the disappointment in United expressed by my friend Harrison Taylor Godfrey above, particularly as the reward miles used were linked to my MileagePlus account (#DW746682). As of about a year ago, I shifted my loyalty to United Airlines. A big part of my disappointment with my friend Harrisons ordeal is that it seems uncharacteristic of the experiences I have had repeatedly as a United Airlines customer. My preference would be to remain loyal to United, but that will be governed by the response to this situation. My hope is that United will examine this issue closely and suggest a reasonable remedy. I have included the following documents to assist with this process: a. b. c. d. Confirmation of booking for Harrison Taylor Godfreys flight; Images of transfer document Mr. Godfrey received at London Heathrow by United representatives which were rejected by Veuling/Iberian employees; Copy of an email re-iterating Vueling/Iberians claim that a receipt couldnt be produced for the last- minute flight we had to purchase from Heathrow to Bilbao; Screen shot of Chase credit card statement showing purchase.

Thank you for your attention to this matter. Cordially,

Travis Luther Lowe CC: Vueling Airlines Customer Service Iberian Airlines Customer Service Harrison Taylor Godfrey MileagePlus Customer Service