Business Profile

Airlines

United Airlines, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

This profile includes complaints for United Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,272 total complaints in the last 3 years.
1,591 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/2/25, I bought a ticket for $973.98. There was nothing made obvious that it was non-refundable. I bought a seat upgrade for $390.01. On 2/5, I called & changed my itinerary. A UA supervisor offered to refund the full fare as it was refundable and then offered to rebook the flight and refund the seat upgrades for the original flight. A travel certificate was issued and used to pay the fare difference. I had no input into how this transaction was handled, but I did request a refund at that time. Instead, I received a travel certificate for $340.93. On 2/14, I contacted ** to request a refund. I informed UA of a family emergency/loss of job. I spoke with a supervisor who claimed my ticket would be refunded. Instead, I received a travel credit for $1023.06 and travel certificate of $340.93. I contacted ** about the refund I was promised. A *** and supervisor denied the refund because the ticket was non-refundable. I explained previous conversations regarding this ticket and that I was promised a refund. When I called UA for this refund, some agents approved it while others claimed their "back office" had to make a decision. United also failed to refund money for seats that I did not use which means if another person booked a flight and paid for that same seat, United got paid twice for the same seat. Also, once United took my money, they claimed they could not find the ticket (see attachment). This appears to be unscrupulous business practices.
Business Response
Date: 04/08/2025
Hi ******,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request and interaction with my colleagues. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the confusion and frustration you have experienced regarding your ticket refund and the inconsistent information you received from our representatives. We deeply regret any inconvenience this situation has caused you.

We take your concerns very seriously, and I assure you that we will thoroughly investigate this matter. Our goal is to provide clear, consistent, and accurate information to all our customers, and its evident we fell short in this instance.

I understand the importance of your request, especially given your family emergency and job situation. However, your ticket was a nonrefundable fare, and I regret if there was any confusion when purchasing this. General rules that apply to nonrefundable tickets require passengers to fly all segments in the order they appear or cancel prior to departure to obtain the remainder as a flight credit. Any leftover credit would need to be used within a year from the original date of purchase.

Please be advised that when you initially purchased your ticket, you were presented with the terms and conditions, which outline that the ticket is nonrefundable after 24 hours from the original purchase. Unfortunately, as the request for a refund was made after this 24-hour window, the fare is no longer eligible for a full refund. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

Regarding your seat upgrade, our records indicate that the $470 paid for the seat was refunded in the form of an electronic travel certificate. A portion of this amount, specifically $129.07, was used to pay for the fare difference when the itinerary was voluntarily changed on February 5, 2025. As the travel certificate was partially redeemed, we are unable to reverse or reissue the refund for this amount.

Additionally, upon reviewing your booking, I can confirm that the initial Economy Plus seat you purchased for $79.99 was carried over to the Premium cabin upgrade seat, as the new seat was priced higher. To adjust for the price difference, you were charged an additional $390.01, bringing the total to $470.00 for the upgraded seat.

We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.

As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 04/09/2025

Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:04/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used to fly with United Airlines and always had great experiences. However, this time I had a very negative one. I purchased economy tickets through ***********, and when I went to the United Airlines website, there was an offer to purchase an Elevated Bundle. Before purchasing, I called United Airlines to inquire about the bundle's contents. The agent told me it would include seat selection and luggage. I specifically asked if it would include both checked and carry-on luggage, and the United representative confirmed that all would be included. Reassured, I returned to the United website and purchased the Elevated Bundle for myself and my wife. However, on the day of departure, at the gate, a representative told me that I was not allowed to bring a carry-on bag on board because my ticket did not include carry-on privileges. They took my and my wifes designer bags and checked them as additional luggage, informing me that I would be charged for the extra luggage because I had purchased economy tickets. Even when I showed them my receipt for the Elevated Bundle, they claimed the receipt did not specify what was included. Consequently, I had no choice but to surrender my bags to board the plane. Once on board, I noticed the plane was half-full, and the overhead compartments were empty. This led me to believe that United was attempting to extract more money from passengers after ticket purchase, as I see no other reason to deny carry-on bags on a half-full flight with empty overhead compartments. Additionally, I noticed that all seats, except those in the row ahead of me, were locked and did not recline. When I asked a flight attendant, they informed me that reclining seats were available only to passengers who had paid more for their tickets. Now I understand why the flight was half-full. After this experience, United Airlines will be my last choice
Business Response
Date: 04/07/2025
Hi ****,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your baggage fee and inflight experience. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the frustration and confusion you faced during your journey. It has always been our goal to provide a seamless and positive experience for our passengers, and I am truly sorry that we fell short in this instance.

I completely understand your concerns regarding the misinformation you received about the bundle purchase and the issues you encountered with both the carry-on luggage and seating. The experience you described is certainly not the level of service we strive to provide, and I deeply regret that this situation led to such inconvenience.

I carefully reviewed your ticket using this confirmation number, G40RMD, and as I've verified, your ticket is Basic Economy fare. Please be advised that Basic Economy tickets only include one personal item. They do not include carry-on bags. If you decide to travel with a carry-on bag, you must check it in the airport lobby for a fee starting at $35 or $40. If you bring a carry-on bag to the gate that won't fit under the seat, you need to pay a $65 fee to check it.

We try our best to make sure you know when you're buying a Basic Economy ticket and what the restrictions are, and other websites or agencies that sell our tickets are expected to do the same. Some conditions are different when purchasing Basic Economy fares, and you can view this on our website here: ***************************************************************************************.

Also, I'm sorry to hear you were uncomfortable during your recent flight. I can understand your frustration and regret if it wasn't made clear at the time of booking that your seat had limited recline.

Our records indicate that your and ******* Economy seat and standard checked bag fee were already refunded on April 4, 2025. It will be reflected on your account ending in 0619 within 7 business days.

To make amends, I will deposit miles to each passenger's MileagePlus account as a goodwill gesture. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.

We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.

Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 04/08/2025

Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:04/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I arrived at ************** 50 minutes before departure for my United Airlines flight to ***********. This was within Uniteds 45-minute domestic bag check cutoff. When I tried to check my prepaid bag, the agent refused to accept it and did not attempt to load it onto the next flight. Instead, I was told I had missed the cutoff and instructed to call Reservations. They did not attempt to rebook ***** one made any effort to help or honor Uniteds policy. I was not allowed to proceed to the gate, even though I arrived on time. I called Reservations from the airport, and they told me there were no available flights to *********** that day. The only option was to rebook to ******. I was stranded at the airport with two young children and had to pay $683 out-of-pocket for new tickets to ******. United staff said I could follow up with **************** afterward. This led to a ******* round-trip drive for my spouse to retrieve us from ****** and return home late at night, causing significant hardship and distressparticularly for my young children.Uniteds agents failed to follow policy, refused to assist despite us being on time, and offered no meaningful solution. This experience violated both Uniteds 45-minute baggage policy and DOT guidelines regarding denied boarding when the passenger complies with check-in deadlines.
Business Response
Date: 04/07/2025
Dear Mr. ****** and family,

Were glad to receive another feedback from you regarding your recent trip with us. I want to apologize again for your flight disruption and unpleasant experience when you traveled with us on March 23rd, 2025. From the events and behaviors you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines.

We always want to provide our customers with a seamless travel experience; and it is not our intention for you to miss your scheduled flight. Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. United has set time limits for when you can check in and check your bags. Some airports or flights have special time limits which depend on location. If you don't meet your check-in time limits, we have the right to deny service. We may cancel your reservations, deny boarding, or refuse to check your bags. As flights may not be held back for late arriving passengers as it may cause a cascading effect on the operations. Information regarding our check-in policy can be found on our website by clicking on the following link:
********************************************************************************

Respectfully I regret your refund request has been declined as your tickets have been exchanged and used. Once a ticket has been used, it is not eligible for a refund. However Id like to extend my apology by sending each of you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.

We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; and we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.

As MileagePlus members your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 32983778
BBB COMPLAINT# 23156163

Related Case ID - Case ID: ***************
*****************************
From: ******************************* <*******************************>
Sent: Tuesday, April 1, 2025 11:39:12 AM
To: ******************* <*******************>
Subject: Employee experience

Hi ******,
I'm sorry the baggage check-in time was missed, resulting in a missed flight.
In these situations, we will offer the option to travel to a different airport to reach your destination sooner. When this happens, we're unable to offer a refund or reimbursement of additional expenses incurred.
Our records indicate the ticket was fully used. Since there is no value left on the ticket, I won't be able to provide you with a refund.
I will also share your feedback so we can continue to work on improving our operation and customer experience during unexpected events such as this.
We want to thank you for choosing United for your travel, and hope you'll give us the opportunity to provide a more positive experience in the future.
Regards,
******
Customer Care
Case ID: ***************
Customer Answer
Date: 04/07/2025

Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In December 2024 I flew to ****, ******* to visit my son. I had purchased a round trip ticket from United Airlines. When tried to check-in for my return trip in January 2025, I was told that I needed to check-in when I arrived at the airport. I traveled the 30 minutes to the airport and I was told that my return ticket was cancelled by United Airlines for no given reason and they could not help me. I was left stranded at the ************. I am a 76 year old women with cancer. When I called United Airlines, I was told that my seat was given to someone else and gave me no reason why my ticket was cancelled. I asked if there were other seats available on that flight and was told that there was only a first class seat and that she could not book that ticket. I asked to speak to a supervisor and was put on hold until after the gate closed. I was able to book a return flight the next day for $1547. Later I learned that United Airlines had refunded $990 to my account. I have been in contact with United Airlines many times, for months, and all I was told is that a refund would take at least 10 to 20 days. After being on the phone for countess hours, I have not received a refund. I at the very least want the $557 difference between the amount paid and the amount refunded.
Business Response
Date: 04/03/2025
Hi *****,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and refund request for the fare difference. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for any inconvenience you have experienced during your flight with us. I completely understand the frustration and distress this situation has caused, especially considering your personal circumstances. Please allow me to explain the details surrounding the issue with your return flight.

Upon reviewing your travel history, I see that your flight UA5452 from ******* to ************* on December 16, 2024, was delayed. Given the delay, you made the decision to drive to your connecting flight in *************. However, as your flight from ******* to ************* was not canceled, it was marked as a "no-show" since you did not show up for the first leg of the journey. For United ticket terms and conditions, the flights need to be changed or canceled prior to flight departure, or you will lose the value of the ticket.

Please be advised that when a passenger does not board the first segment of a flight, the entire ticket is automatically considered as having no value. This includes the return portion of the ticket. After your outbound flight was reinstated and rebooked, unfortunately, your return ticket was not rebooked at that time, which is why you faced difficulty with the check-in process on January 8, 2025.

I understand that this situation has been frustrating, and I sincerely apologize for the inconvenience you have experienced. However, since your original ticket was already refunded and your new ticket purchased has been used, we are unable to process a refund for the difference between the original fare and the new ticket purchase.

While I'm not able to fulfill your request on this issue, I will deposit miles to your MileagePlus account as a goodwill gesture. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.

We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.

Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.

Regards,

Guia
Customer Care
Case ID: ***************
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this claim regarding my United Airlines flight cancellation (confirmation number P9VPSR) for travel on July 02, 2020. Due to the COVID-19 pandemic, the flight was canceled, and I was issued a voucher worth $618.60 in place of a refund. The voucher was originally valid until April 2024.Due to the ongoing travel restrictions and significant personal hardships, I was unable to use the voucher before its expiration. I lost both of my parents during this time, with the last passing just weeks before the voucher expired. Additionally, I underwent multiple surgeries, two of which were major, which further delayed my ability to travel.Despite my best efforts to resolve this with United Airlines, including contacting customer service multiple times, I was unable to get an extension on my voucher or a refund. When my voucher expired in April 2024, I reached out again in September ********************************** a new extension, but my request was denied.I am willing to accept a new voucher extension, given the exceptional circumstances surrounding my inability to use the original voucher. I am not asking for a refund, as I understand the challenges posed by the pandemic, but I do believe an updated voucher is a fair resolution, considering my personal hardships and the extended travel ******************** cancelled where ************* for ******* ********* and ********* ******* (minor)
Business Response
Date: 04/03/2025
Hi *******,

The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your credit extension. I appreciate the opportunity to respond to your concerns.

Thank you for reaching out to United Airlines ************* regarding your flight cancellation and expired travel voucher. I sincerely apologize for the difficulties you've experienced and the personal hardships you've endured. I appreciate you taking the time to share your situation with us in detail.

First, I want to express my deepest condolences for the loss of your parents. I understand how challenging this period must have been for you, especially coupled with your health issues and surgeries. These are indeed exceptional circumstances that have significantly impacted your ability to travel.

Regarding your travel voucher that expired in April 2024, I understand your frustration at not being able to use it due to the ongoing pandemic and your personal circumstances. While our standard policy is that travel credits typically cannot be extended, most especially those credits from the pandemic, as it was already extended, we recognize that your situation is unique and warrants special consideration.

I've checked your record on this case ID *************** and noticed that you were given an exception to have a new electronic travel certificate as a replacement for the expired one. I will send the details to your updated email address here at Better Business Bureau, and you should receive them within the next few business days.

Given that situation, since you have a companion on your previous reservation, I'll be sending him the same amount of expired credit, $306.80. It will arrive via email as well within the next few business days.

Although each of your travel certificates will have a different expiration date due to the date of issuance, I am glad to inform you that your travel certificate can be used to purchase a reservation beyond the expiration date, and it can also be used by your family members/friend by sharing them the certificate PIN code.

As a valued ************************ member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

Warm Regards,

Chesca
*************
Case ID: ***************
Customer Answer
Date: 04/03/2025

Better Business Bureau:

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

Sincerely,

******* *********
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
February *****, 2 people Koa-Den United airlines stranded us and told us to get return flights and rooms. They only covered 1 night. United unloaded 20 people, then left food out too long it was spoiled, then they sent staff home,. We stood in line at the airport for 3 hours to get help and they ran out of rooms. We did what they said. They have only refunded 1 night. Horrible treatment.
Business Response
Date: 04/04/2025
Hi *******,

The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a reimbursement due to the flight disruption on February 20, 2025. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the extremely difficult and frustrating experience you encountered during your travel from **** to ****** on February 20, 2025. I understand how distressing it must have been to be stranded and face multiple issues with accommodations, food, and customer service. Please know that we take your concerns very seriously, and Im here to assist you in resolving this matter.

Based on the information youve provided, its clear that our service fell well short of our standards, and you deserved much better treatment.

As a reliable airline, we want to make things right, so we will be processing reimbursement for your food and hotel expenses during the time that you were tucked at *****

While weve refunded one night of accommodation, I understand this doesnt fully cover your expenses or inconvenience.

Weve reviewed your expenses and have an update on your reimbursement:

Total expenses: $2086.28 ($1679.24 for hotel, $407.04 for meals)
Previously reimbursed: $470.59
Remaining balance: $1615.69

To comply with our per-passenger reimbursement policy, well be issuing two separate checks of $807.85 each, totaling the remaining $1615.69.

To proceed, kindly provide us with your mailing address to ensure accurate delivery.

As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

Warm Regards,

Chesca
Customer Care
Case ID: ***************
Customer Answer
Date: 04/07/2025

Better Business Bureau:

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

Sincerely,

******* *********
Initial Complaint
Date:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
From even prior to take off we encountered changed flights requiring calls to customer service as we had specific dates due to being military, having to be back to work. We were set to take off from ***. Per gate staff and flight crew was delayed due to a controlled delay. We also watched staff wheel off empty wheelchairs. Only for the gate attendant and flight crew to spend the next 25 minute looking for a wheelchair as they left a passenger on the plane (they advised all of us waiting this was what was happening). When employee finally returned with the wheelchair she ran over a child tipping him over and his pregnant moms right in front of the gate. She did not apologize she rolled her eyes as this young mom struggled to pick him up. Because of these issues, this caused us to land after our connecting flight home had already taken off. I had my disabled wife and minor child with making it an even more stressful unknown due to my wife needing to be able to do sterile medication via her IV line in her chest every 6 hours. After struggling with texting via chat room with a United employee, she finally called since we clearly werent understanding what she was saying via chat. She did not listen to a single concern we had in fact we couldnt even get out our questions as she kept speaking over us, and when we told her we didnt understand and tried to give the phone to my spouse. She hung up. Eventually, we approached another gate agent who was able to tell us that there were absolutely no flights we could get on that evening to get us home until 24 hrs. We got $45 in food credits. We ended up having to purchase food anyway as not everyone takes so called vouchers. We decided after speaking with a supervisor the best option would be to fly to an airport in ** (3 hours away and try to rent a car). We rented a car and awaited anxiously at our gate. When yet another flight delay. Now due to this flight delay when we arrived in *****, the rental car place had closed.
Business Response
Date: 04/03/2025
Hi *******,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and reimbursement request for the fare difference. I appreciate the opportunity to respond to your concerns.

I'm sorry this was the experience. We will use this information to get better.

I sincerely apologize for the delays and miscommunications you experienced, starting with the delay at ********* and the confusion regarding the wheelchair. It is completely unacceptable that an employee's actions resulted in an injury to a child and caused additional distress to a mother. Furthermore, I understand the severity of your wifes medical needs, and Im deeply sorry for how we fell short in ensuring her comfort and timely care during this stressful experience.

Its also concerning to hear about the difficulty you had while trying to get assistance from our customer service team, both through chat and over the phone. Our goal is always to provide clear, compassionate, and helpful service, and I regret that you did not receive the support you needed when you most required it.

Additionally, I am truly sorry for the inconvenience caused by the subsequent delays, the lack of available flights, the challenges you faced with food vouchers, and the rental car situation. I understand how each of these setbacks compounded the frustration of your journey and created further uncertainty for you and your family.

Our records indicate that you, ******, and ******** received an electronic travel certificate as compensation for a flight disruption. I have forwarded the travel certificate details to your email, and you will receive it within a few business days.

I researched the details of the flight, and because flight UA1766 from ********* to ****** was delayed due to crew legality, which caused a misconnection, I'm going to send ****** an additional electronic travel certificate as a goodwill gesture since he received a different amount of compensation. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.

Thank you for sending over the receipts. I am currently reviewing it. When you have a moment, please provide your current mailing address for the check issuance. Upon receiving all the necessary information, we will let you know what will be reimbursed.

Regarding your Budget car rental expenses, I regret to inform you that we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience, or loss of time.

We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.

We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 04/03/2025

Complaint: 23147451

I am rejecting this response because per management at ************** rental car would be reimbursed due to that being the only option to make it home and being on active duty orders. I was also told we would get a letter because of my orders and having to be home stating that the flight to *********** connection was missed/tickets cancelled due to United and that there were no other flights to *********** for 24 hours to get me back to work by 0600. Which also hasnt been received. If you cannot reimburse for the rental car, someone can definitely reach out to us and we can do a refund for our flight that we missed due to united and the issues they were having and the food we had to purchase ourselves at the airport that was not covered. As for the child she shouldve been given the initial $100 like the adults were as there was no price difference in her ticket versus ours she is considered an adult ticket price per united. It cost us the same amount for all three tickets. Again, we still have not heard directly from anybody from United and also filed a DOT complaint at this point just trying to get some resolve as this entire experience with United was quite frankly down right concerning in ******. Due to united not only did we have to fly to a completely different state just to get out of ******, we had to miss work, pay additional parking, additional food cost, and just the complete and utter disregard and stress we had to go through due to something that could have been prevented by United. We have submitted our request for the mentioned letter in writing to the email provided that was supposed to be given by Denver supervisor (per your Denver staff). We have reached out via ******** as apparently in addition to all of this, the card that was given to us by the supervisor in ****** was an extremely dated card with invalid contact information and this has been the only way ti speak with someone. We have all of the names of those we spoke with during this unfortunate adventure should you need those.

Per your request our address is
******************************************************************************************************;

Sincerely,

******* ********
Business Response
Date: 04/04/2025
Dear Mr. ******************** case was forwarded to my attention for review.
Regrettably, United airlines does not reimburse for alternate transportation.
We appreciate your understanding.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 04/07/2025

Complaint: 23147451

I am rejecting this response because: although you do not reimburse for rental cars. You significantly changed our travel plans due to delays within your control causing missed connections leaving us stranded. We have asked for a letter multiple times now that we were told would be provided as I was in active duty orders and scheduled to report to work at 0600. We were told this letter would be provided not only for work but for our travel insurance. Again we have requested this several times. We have also requested a refund for the missed connection fight which is more than justified in this situation being that again it was 100% caused by united and issues with staffing and an issue with getting a wheelchair person off the plane. Your airline cause significant changes in travel and offered no accommodations other than having us sit at an airport or in a hotel overnight for greater than 24 hours until the next flight or flying is to a complete different state. We definitely did not get what we paid for. In addition to that we had issues with changed flights and delays on the way down and again another delay even prior to making it to the other state. As well as the food that had to be purchased out of pocket due to your vouchers not working at the only food place near our terminal that we had time to go to.

Sincerely,

******* ********
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*************** ************* Order ID #******** for a trip booked on 4/9/2024, which I canceled in July due to medical reasons. I just found out that I have a credit with United Airlines for $237+ for the trip I booked and canceled with *************** *************. I didn't receive an e-mail then (not from *************** ************* nor United Airlines) about the credit I had after canceling my trip so I could make proper arrangements to use it before its expiration date. With a week to go before it expires, I have no plans to travel. I called BofA TC and was told I needed to contact United Airlines, but I know UA will tell me to go back to BofA because I booked my trip with them; then I will be stuck in an endless loop with no resolution. Had I gotten the proper e-mails canceling my trip and credit, I would have made plans to travel where UA flies as I enjoy traveling. I would like the credit to be extended or a refund to be received. Thank you.
Business Response
Date: 04/02/2025
Hi *********,

The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a credit extension or refund. I appreciate the opportunity to respond to your concerns.

Thank you for reaching out about your travel credit situation. I apologize for the confusion and frustration you've experienced regarding your canceled trip and the associated credit.

I understand your concern about the impending expiration of your credit and the lack of communication you received about it.

While we cannot extend the expiration dates of travel credits, I recognize that this is a unique situation due to the miscommunication between United Airlines, Bank of ********************** and yourself, as well as due to the nature of the cancellation, which is about a medical situation.

I want to help as much as I can, but I'll need more information from you. When you have a moment, please reply directly to this email with the doctor's note on the physician's official letterhead regarding the inability to travel within the ticket's validity. I'll follow up with you once I receive your email.

On behalf of our United family, please accept our well wishes.

Warm Regards,

Chesca
Customer Care
Case ID: ***************
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had an awful experience flying United on 03/31/25 from DFW to PDX with a layover in SFO. The flight was scheduled to depart at 7:50 PM, but it was ************. We later found out this specific flight from *** to SFO has been delayed every single day, including the day before ours when it was delayed by 3 hours. The agents even admitted they were aware of this, yet no one gave us a heads-up beforehand. Not even a courtesy notice the day before.Because of the delay, we wouldve missed our connection to ********. The options United gave us were uselesseither keep the original flight (which no longer worked) or fly out the next day, which we couldnt ***** make things worse, the United staff and their supervisor were shockingly rude and dismissive. Instead of helping, they just kept saying, Its not our fault, and made us feel like we were the problem.We were forced to buy last-minute tickets with American Airlines for $470 just to get to ********. On top of that, we had already checked a bag with United, so we had to wait to reclaim it, re-check it with American, and go through security all over againadding even more stress to an already awful situation.The whole experience was chaotic, unprofessional, and honestly felt like we were just left to fend for ourselves. We deserve a refund for the extra costs and an apology for how this was handled.
Business Response
Date: 04/02/2025
Hi Seyvan,

The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the extremely frustrating and stressful experience you encountered on your recent trip from *** to PDX via SFO. I understand how disappointing and inconvenient it is to face multiple delays, especially when they impact your connecting flight and force you to make last-minute alternative arrangements.

I'm deeply concerned about the lack of proactive communication regarding the known delay issues with this particular flight. We strive to keep our customers informed about potential disruptions, and I regret that this didn't happen in your case.

The dismissive and unhelpful attitude you encountered from our staff is unacceptable and does not reflect the level of customer service we aim to provide. I apologize for the way you were treated and the additional stress this caused you.

I researched the details of the flight, and because the flight was delayed, which caused a misconnection, I will send each of you an electronic travel certificate. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.

Regrettably, we are unable to reimburse any other airline-purchased ticket as we can only reimburse hotel, ground transportation, and meal expenses. However, I am glad to inform you that your unused ticket with us has been refunded back to the original form of payment. Please allow up to 7 business days for the process to be completed.

We take your feedback very seriously, and I will ensure that your experience is reported to our customer service and operations teams for review and improvement.

As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

Warm Regards,

Chesca
Customer Care
Case ID: ***************
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was misled by the airline and missed my flight. My flight was supposed to leave ******* at 11:55am with flight number UA6152 on March 25.2 hours before the flight time, I got a message from the United app that the flight was delayed for 2 hours. 45 minutes later, the app updated the flight to leave on time.I tried my best to rush to the airport. By the time I got to the gate, the door was closed, 15 minutes before the original flight time.
Business Response
Date: 04/02/2025
Hi Ni,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and refund request. I appreciate the opportunity to respond to your concerns.

We sincerely apologize for the inconvenience you experienced with your flight from ******* to ********* on March 25, 2025. We understand how frustrating this situation must have been, and we regret the confusion caused by the flight status updates.

While we acknowledge the delay in the flights departure, we want to clarify that the check-in and boarding process must be completed at least 30 minutes before the originally scheduled departure time, regardless of any changes to the flights schedule. We recommend arriving at the airport at least an hour before your flight, especially if you are checking a bag, as this allows enough time for check-in and security procedures.

Please note that to ensure timely departures, we must adhere to strict boarding timelines, and seats are released for any customers who are not at the gate at least 15 minutes before the scheduled departure time. This policy helps us maintain a smooth operation for all passengers.

We understand and appreciate your refund request. We reviewed the information you provided and since we were able to confirm you completed your travel and your ticket is fully used, you are not eligible for a refund.

To make amends, I will deposit miles to your MileagePlus account as a goodwill gesture. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.

While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.

Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 04/02/2025

Complaint: 23141260

I am rejecting this response because: I missed the flight solely because of the misinformation sent by the United app. I am an attorney with 23 years of experience. I lost 3 working hours and missed a very important meeting solely because of this misinformation sent by the United app. This is the first time in my life that I ever missed a flight, and it was solely because of this misinformation. After posting this incident on social media, I got the most responses ever, claiming how irresponsible the United Airlines has been over the years, including the recent incident that the captain forgot his passport during an international flight with 257 passengers on board and had to turn back to the ** after 2 hours of flight, let alone countless misinformation sent by the app.

Sincerely,

Ni ***
Business Response
Date: 04/04/2025
Dear Mr. ************ am sorry to read about your travel experience.
Please know that the check-in and boarding process must be completed at least 30 minutes before the originally scheduled departure time, regardless of any changes to the flights schedule. We recommend arriving at the airport at least an hour before your flight, especially if you are checking a bag, as this allows enough time for check-in and security procedures.
Please note that to ensure timely departures, we must adhere to strict boarding timelines, and seats are released for any customers who are not at the gate at least 15 minutes before the scheduled departure time. This policy helps us maintain a smooth operation for all passengers.
We appreciate your understanding.
Regards,
********* *.
Customer Care Management

Customer Answer
Date: 04/07/2025

Complaint: 23141260

I am rejecting this response because: It was the misinformation of 2 hour delay by the United app that caused the missed flight. I was over 2 hours early if the information sent by the United app was correct.

Sincerely,

Ni ***

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

United Airlines, Inc. is NOT a BBB Accredited Business.