ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a flight scheduled for July 13, 2024 leaving ************************************ Airport in *******, *****. On July 8, 2024 Hurricane ***** directly hit my residence leaving me without transportation, utilities, food, and other basic human needs. Only July 10, I contacted United Airlines to inform them that I was unable to make my flight for the above reasons. I spoke to a kind gentleman who processed my request for refund and was apologetic for my situation. On July 15, 2024, I realized that I had not received a refund and contacted United Airlines once again. The agent was apologetic and informed me that I had received a travel voucher or credit in lieu of a refund. I informed her that when I spoke to the previous agent on July 10, 2024 that I chose a refund and not a credit. She informed me that I would need to call back on July 16, 2024. I called United Airlines on July 16, 2024 and the agent was again deeply sorry, but could not process a refund due to policies beyond his control. He stated that my flight was not cancelled and it's not the fault of United Airlines. I was affected by Hurricane ***** and was not able to safely make my flight. United Airlines seemed to not consider my safety when trying to make my flight. I am seeking a refund to my United Airlines credit card, due to circumstances beyond my control. I am seeking that United Airlines to waive any policies that prevent me from receiving this refund as it was unsafe for me to travel and leave my residence. I ask that United Airlines understand that I will continue to be a United Airlines customer and will hold them high regard for honoring my request.

  Business response

  07/18/2024

  Hi ****,
   
  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 am truly sorry for the difficult circumstances you've faced due to Hurricane ***** and the impact it had on your ability to travel on July 13, 2024. I understand the importance of your safety and the challenges you encountered during this time.
   
  For clarification, we are unable to process a refund for any ticket that was purchased on a non-refundable fare and is affected by uncontrollable events.

  
  However, as a reliable airline, I've noticed that your ticket was currently being processed for a refund to the original form of payment. The process might take up to 7-14 business days. Please be advised that this is an exception only provided to you, given the circumstances.  

  
  We hope your family is doing well. We value your business as a MileagePlus member and look forward to welcoming you on board again soon in a better situation.

  
  Warm Regards,
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  07/18/2024

   
  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

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this BBB complaint regarding my ongoing efforts to obtain a refund from United Airlines for my flight tickets. Despite repeated attempts to contact customer service and the **** I have not received any response or assistance.I believe the seats were refunded as travel credits, which I am unable to use due to unforeseen circumstances. Specifically, my mother's health has significantly declined, preventing us from traveling in the foreseeable future. Therefore, I am requesting a refund to my original payment method rather than travel credits.Please note that due to our current lack of health insurance, we are unable to obtain documentation from a doctor to support our situation.Furthermore, if United Airlines intends to contact me regarding this matter, I kindly request communication through email as I do not have a working phone at this time. My confirmation number is P1CYNC.As the sole provider in my household, it is critical that this refund is processed promptly to avoid financial hardship, including potential repercussions such as missing essential payments.The lack of response from United Airlines' customer service and CEO is deeply concerning. I urgently seek your assistance in resolving this issue and facilitating the refund to alleviate our current financial strain.Thank you for your attention to this matter.

  Business response

  07/16/2024

  Hi *****,
  
  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'm so sorry to hear about your mothers health situation, and I hope for a full recovery.
  
  Ive checked your record, we noticed that your Economy Plus seats were purchased using a travel certificate, therefore we can only process a refund for your purchase back to the original form of payment, which is in a form of travel credits as well.  
  
  The same goes for your unused ticket, which was also purchased using a travel credit. Please be advised that we can only refund any transaction back to the original form of payment, if found eligible. However, we are unable to refund every travel credit/certificates back to the credit card of the passenger as there is no way to do so.
  
  On the other hand, weve put necessary documentation on your unused ticket on this confirmation number P1CYNC  to have it converted as an electronic travel certificate for more flexibility. Kindly contact our reservations at 800-UNITED-************** for assistance.
  
  The 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. 
  
  On behalf of our United family, please accept our well wishes. As a valued MileagePlus member, we appreciate your business and we are kindly asking for your understanding in this matter.
  
  Warm Regards,
  
  Chesca
  
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

   
  Complaint: 21995793
  
  I am rejecting this response because:

   

  I am asking for a refund because I need the funds for medical care and to keep my job. I will not be able to use travel credits. If you contact me via email I will provide you my account information, or I'm sure you can send me a check. 
  
  Sincerely,
  
  *******************

  Business response

  07/17/2024

  Hi *****,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry that you're disappointed with my response.
   
  My intention was to let you know that I understand your concern, and I apologize if I didn't come across as genuine.
   
  As much as we would like to honor your request, we are unable to do so as we have guidelines to follow. To reiterate, we can only process a refund for whatever form of payment was used.
   
  We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
   
  We are hopeful we will welcome you aboard your next flight.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  07/17/2024

   
  Complaint: 21995793
  
  I am rejecting this response because:

  I must emphasize the urgency of my situation. My family's financial well-being depends on receiving this refund promptly. I am aware that refunds are possible under certain circumstances, and I firmly believe that my situation warrants such consideration. There is no way that I could have known that this would happen. 
  While I understand the guidelines you mentioned, I respectfully request that you review my case with the seriousness it deserves. It is crucial to note that this refund is not a matter of convenience but a necessity for our survival during this challenging time. I cannot lose these funds and I will ot be able to use travel credits. 
  Could you please escalate this matter to someone who has the authority to make an exception in cases like mine? If possible, I would also appreciate receiving the contact information of the *** or another senior executive who could intervene on my behalf.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My flight on June 6 was cancelled due to a broken door on the aircraft. United rebooked me on a flight on June 8 but it was days later. I found a different United flight and Airlingus flight through Expedia to get me there faster. I have submitted both and referenced the *** *********************** recent change in law citing the docket number ***-OST-2022-0089: ********************************************************************************************************************************* I do not accept the $650 e-voucher associated with the flight cancellation. I want a refund for: original flight ($2094), difference in flight I had to pay for ($2047.86), fees associated with golf course that I lost because I was late ($182.34) and hotel costs associated with night I missed ($665). I have been refunded ******, so the remaining balance owed to me is: $4048. I also would like ******* miles added to my account for this inconvenience. I am a Silver

  Business response

  07/17/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience to ***************** on June 6, 2024, and your refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry your original flight with United was canceled due to a mechanical issue, and I regret your travel plans were disrupted due to the situation. It's always been our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations.
  
  Our records indicate that you have previously contacted us regarding this same journey, and we continue to offer our apologies for your overall experience. Also, I see that you were given a total of $650 in electronic travel certificate and ****** miles as compensation for a flight disruption.
  
  Your request is completely understandable, given the impact on your travel plans. However, 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.
  
  Additionally, I understand how frustrating the situation is. However, as per the update on the ********** of **************** (DOT) new refund rule, the new rules aren't in effect yet, but once they are, you can request a refund if you choose not to travel. If you continue your trip, you won't be eligible for a refund. Since your ticket has been used, we're unable to provide a refund because there is no value left on the ticket.
  
  Furthermore, we've reached our maximum compensation amount for these circumstances. Despite our best efforts, I regret to inform you that we are unable to provide additional compensation.
  
  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.
   
  As a valued Premier Silver customer, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  07/17/2024

   
  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello i flew into *********** on July 3rd and was supposed to leave July 7th. On july 7th my flight was changed twice & then finally cancelled. I was supposed to fly into *******,***** & then into ****** **********. My The airlines advised because of Hurricane ***** they cancelled the flight, however they had another flight go out to ******* about 90 minutes later & changed the gate. Im a member of united mileage plus & I'm signed into their app. I didnt get any update, alerts, texts or emails the flight would be cancelled or another flight was going to ********I spent an equivalent of 5-6 hours on the phone with United. I had to stay an extra 2 nights in ************because United couldnt get me any other flights going back to *****************. I left on July 9th.I missed 2 days of work! I stayed at the *************. The first night was $257.27, the second night was $225.39. I also paid $35.91 for each lyft ride going back and forth to the airport. Altogether i should be refunded $554.48. I've reached out to United ******************** advised the only thing they can do is apply 2400 extra miles to my united account, I replied & said that's not good enough and not acceptable

  Business response

  07/17/2024

  Hi Kiron,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a reimbursement. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry to hear that your recent flight didn't go as planned. We always do our best to keep every flight on schedule, but unfortunately, disruptions outside of our control can still happen.
   
  Unfortunately, we aren't able to provide compensation for additional expenses in situations like these. We do our best to keep every flight on schedule every day, but factors outside of our control can still occur. In these situations, the safety of our passengers and crew members takes priority, even if that results in flight delays or cancellations.
   
  While we cannot ***** your initial request, we understand how inconvenienced you were, and although we don't provide compensation for such a situation, we want to make things right by depositing additional goodwill miles into your MileagePlus account. 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 know this is frustrating. That's why we truly appreciate your feedback as we work to improve our operations at every angle.
   
  Thank you again for choosing United and for your patience and understanding. We'll make every effort to ensure your next trip with us is a much better one. As a valued MileagePlus member, I highly appreciate your business.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/17/2024

   
  Complaint: 21992571
  
  I am rejecting this response because:I want a refund for the 2 extra nights i had to stay in *********** and the lyft rides back & forth to the airport. I missed 2 days of work!!! I want a refund, anything else is unacceptable. During the course of the 2 extra nights i was on the phone with united reps to get back home as soon as possible for an equivalent of 5-6 hours
  
  Sincerely,
  
  *********************

  Business response

  07/17/2024

  
  Hi Kiron,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.
   
  Once again, I'm sorry to learn that your trip with us didn't go as planned. I also apologize that we cant reach the resolution youre hoping for.
   
  My intention was to apologize for your experience, and I regret if that wasn't conveyed in my previous email.
   
  As much as we would like to honor your request, regrettably, we are unable to do so. We have guidelines to follow, and reimbursement is not possible for flight disruptions that are outside our control.  
   
  I'll share your additional comments with our teams as well so we can continue to improve.
   
  We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/17/2024

   
  Complaint: 21992571
  
  I am rejecting this response because:
  I can care less about your apologies or adding miles to the united account. Im holding ********************** accountable & responsible. I dont need your apology, i need a refund. I also filed a complaint with D.O.T.. I deserve a refund!! I will continue to file complaints with more organizations. 
  Sincerely,
  
  *********************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/13/24, we had a flight from AUA to LAX with a connection in ORD. Conf #:NF4DPF. We were diverted to IND due to low fuel when we had to hold landing at *** due to weather. There were at least 21 passengers on the flight needing to make the same connection to ***. With that many passengers, United should have held the *** to LAX but it did not. The plane was still at *** when we arrived. I'm thinking that the plane was going to stay the night at *** due to how late it was arriving so United can't say the plane had to fly to another destination after LAX that night. Although there was another storm approaching ORD, that storm did not arrive until over 2 hrs after the plane left ORD for LAX. So the flight could have waited for at least 30 minutes for the at least 21 people. The agents for United stated that since it was weather, they were not going to provide a hotel or food voucher. Yet we learned the next day when we met up with other travelers in that group of at least 21, that free hotels and meal vouchers were provided to them. Why did some get it and we did not? Also, If there was enough fuel on the plane from ***, we would not have had to go to IND to refuel. The pilot stated that *** wanted us to stay in a hold pattern for an hour but we didn't have enough. Going to IND took over 2 hours. If we had enough fuel, we would have arrived an hour earlier and made our connection. So the lack of fuel and weather played a role, not just weather...as United is using to justify not providing anything. United refused to provide a hotel, and any food. We had to pay for those ourselves. We also arrived home a day later which also caused us other expenses and affected plans for us and family.

  Business response

  07/17/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your reimbursement request and flight experience to *********** on July 13, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was your experience. We will use this information to get better.
  
  I researched the details of your flight and because the flight was diverted due to weather, it is not eligible for compensation. However, we appreciate you as a MileagePlus member, so I am going to send you and ***** an electronic travel certificate as a goodwill gesture. You can use this certificate to purchase your next United, United Express, and our partner airlines' flight. It will arrive via email in the next few business days.
  
  While we cannot bring back your lost time and frustrations, as a reliable airline, we want to make things right by investigating a possible reimbursement for your expenses. As part of the process, we would appreciate it if you could provide the official receipt for your expenses, showing the method of payment used, the purchaser's name, and the date of the transaction. Upon receiving all the necessary information, we will let you know what will be reimbursed. Also, please provide your current mailing address.
  
  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 response

  07/18/2024

   
  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.
  Attached is a copy of my receipt for the hotel for ***** and myself.  ***** purchased dinner for us that night in ******* but no longer has the receipts.  Dinner came to around $70.
  Sincerely,
  
  *********************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for a flight with united that was canceled after several hours of delays. The company was unable to rebook my flight, my trip was delayed a full day due to these issues and I had to pay out f pocket for a last min ticket. When I spoke to customer care on the phone they were very enthusiastic that I would be made whole and to not worry about it, I'f get a refund and could get reimbursed for my expenses. I have spent hours online, on the phone, emailing, chatting with, and filling out forms for this company to do the right thing. They refused to reimburse me even HALF the cost of my fight ticket and won't reimburse me for food and hotel costs that were incurred due to the cancelation. I am requesting the money I am owed from for expenses incurred due to my cancelled flight. The below list details money I want reimbursed that align with federal mandates, regulations, and expectations. (New flight - $1,1986United refund - $891.70)Difference of flight cost and United refund - $306.90Credit card interest on refund amount at apr 25% since repayment happened after credit card payment- $222.93Food stipend for 3 meals, dinner during delay, breakfast after delay, and lunch waiting for new flight - $45Taxi from airport and to airport for new flight - $100Hotel stipend for night of delayed flight to wait for rebooked flight - $75Non-refundable hotel that couldnt be used for missed vacation day- $268.56Change in hotel accommodation to sleep the day of arrival total - $459(Original accommodation - $134New accommodation - $593)Cost of one vacation day - $539Total request - $2,017

  Business response

  07/15/2024

  Hi ****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your reimbursement request and flight experience to ********* on June 5, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry your original flight with United didn't go as planned due to a delayed flight, and I regret your travel plans were disrupted due to the situation. It's always been our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations.
  
  Your request is completely understandable, given the impact on your travel plans. However, I regret to inform you that we are unable to offer a refund or reimbursement for the other airline ticket you purchased. This is due to the fact that their payment system is not integrated with ours.
  
  Additionally, I regret to inform you that we're unable to provide reimbursement for out-of-pocket expenses you may have incurred as you are still in the origin city (*****************). Since you have not yet commenced your journey, any expenses incurred during this time are not eligible for reimbursement. We apologize for any inconvenience this may cause and appreciate your understanding in this matter.
  
  Furthermore, we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, or inconvenience or loss of time.
  
  Our records indicate that you were given an electronic travel certificate as compensation for a flight disruption. I have forwarded the travel certificate details to your email, and you will receive them in a few business days.
  
  We appreciate your feedback, and we've shared your comments with our operations 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 response

  07/15/2024

   
  Complaint: 21989335
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had to cancel a reservation and were issued a credit for future flight credits. While issuing the credit we were made aware by an agent that around the expiry date of the credits, we can request extensions. Now that we have approached the expiry date of the credit, we approached the customer service and are being denied extension of the credits. One future flight credit number is JBZ8NH and other one is for a dependent we had to cancel around the same time (JBTM1E). We would request United to honor the extension of future flight credit for both the credits. My frequent flyer number can be shared upon contact by united.

  Business response

  07/16/2024

  Hi Varun,
   
  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.

  
  Thank you for reaching out to our team. I hope this email finds you well.

  
  I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

  
  I understand that you want to extend your flight credits and that you were previously advised by our reservations agent. However, I regret to inform you that we are unable to manually extend the validity of future flight credits and residual flight credits, as they are governed by the terms and conditions of the credit.

  
  We highly suggest you use it before the expiration date, and the new travel must begin on or before.
  For clarification, your flight credits will be valid until August 21, 2024.

  
  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.
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

   
  Complaint: 21989108
  
  I am rejecting this response because: your agents told me over phone that it can be requested for extension. 
  
  Sincerely,
  
  ***************************

  Business response

  07/17/2024

  Hi *****,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for a credit extension. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry that you're disappointed with my response.
   
  My intention was to let you know that I understand your concern, and I apologize if I didn't come across as genuine.
   
  As much as we would like to honor what was advised to you, regrettably, we are unable to do so since there is no way to manually extend the expiration date of any flight credits. The expiration date listed on the credits is final, and we are unable to make exceptions to this policy.
   
  We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
   
  We look forward to welcoming you aboard your next flight.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  07/17/2024

   
  Complaint: 21989108
  
  I am rejecting this response because: business is not honoring what its agent committed and needs to find alternate way to remedy the situation if their system doesnt allows them for extension. Maybe they can issue refund or add equivalent dollar value miles to the account but its unacceptable for them to not take responsibility of their verbal commitments or I ll trained employees. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Reservation BX0DKP. There was a schedule change on this flight which I am entitled to one free change however, customer services made errors during first free change which they have to change it again. Then I am been blamed that I made 6+ changes in my reservation which is not true. Despite that my reservation is still not correctly updated, customer service is denying helping me make correct date updates because they claimed that I have made several updates. All updates in one request should be considered as one request. I have no ideas why they see so many changes . Its certainly not my fault. No one can help me change to correct date.

  Business response

  07/18/2024

  Dear ************ and Ms. *************** received your letter from the Better Business Bureau regarding recent experience with us.  I am very sorry for the inconvenience our schedule change in flights has caused you regarding your upcoming trip with us (April 18th 25th, 2025).  Our goal is to deliver and accommodate the schedule you need. Sometimes, unexpected circumstances come up. Routes and schedules are based on several factors: the size of the scheduled aircraft,the peak travel periods for that city, and the historical data from the "no show" records.
  
  United Airlines has an obligation to refund your money, if we cannot re-accommodate you on another flight without significant delay. If we can provide transportation within 2 hours of your original departure or arrival time, this is not defined as a cancellation and a refund is not applicable. This is in compliance with U.S. ********** of ************** directives.
  
  Please understand, ************* is unable to modify your itinerary via email as availability can change and direct feedback is required from the passenger.  For assistance with your future travel plans, passengers are asked to contact our Reservations ********** at **************.  A highly trained agent will be glad to assist you with your travel needs,
  
  
  Regards,
  
  ***************************
  ************* Management
  **********************
  Case ID *************** / 29549397
  BBB COMPLAINT # ********
  

  Customer response

  07/18/2024

   
  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

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a $150.00 travel voucher that expired on July 12th (it was still able to be used on July 12th). It was my understanding that the voucher had been used on my purchase, a flight from *** to SAT connecting in ***, but I had my suspicions that it was not. The next day, I checked my credit card statement and, sure enough, the $150.00 travel voucher was never applied. I contacted United customer support that same day (July 13th) and was informed that the voucher had expired (naturally) and that it was not used because I had placed my order on July 13th, not July 12th. This, however, is false and I have video evidence to back this up; United has refused to provide me with a new voucher.I am happy to provide all evidence to United and the BBB upon request, but I will not be attaching said evidence to this form due to size constraints.

  Business response

  07/15/2024

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed a complaint #******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry to hear that you were unable to utilize the electronic travel certificate before it expires. I apologize for any inconvenience this may have caused you.
  
  We understand that you would like a refund for the electronic travel certificate; unfortunately, we are unable to provide cash or refund as an alternative to electronic travel certificates. The purpose of an ETC is to provide our passengers with flexibility in their future travel plans.
  
  Please be advised that even though the electronic travel certificate expires on July 12, 2024, there's still a chance that you can still use it because we have a 30-day grace ****** from the date it expires. However, you must contact our reservation desk at 1-800-UNITED-1 ***************) as it requires special handling.
   
  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 response

  07/15/2024

  Hello.

  This answer is unacceptable because, simply put, it is not my fault that the travel voucher did not work. As for the idea that I could use it for a future travel as long as the booking of said future travel is completed within 30 days of the booking for this latest flight I am about to take: this is also not a valid solution because I do not plan on making any trips in the near future. In fact, the one trip I do plan on making (in December of this year), I have already booked a flight for, interestingly enough, also with United, but now I am rethinking this decision.
  

  I am thoroughly disappointed that after having purchased a total of seven first class tickets - spending more than $12,000.00 - in a 12-month period, United feels unable to compensate me for a measly $163.50 ($150.00 plus a 9% tax) which I never should have spent in the first place. This a very poor showing by United.
  

  Regards,

  ********

  Business response

  07/16/2024

  Hi ********,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for your travel certificate refund. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry if our response added to your frustration.
   
  Our intention was to apologize for your experience, and I regret if that wasn't conveyed in our previous email.  
   
  We understand that you might not be able to utilize the expired travel certificate within the 30-day grace ****** because you have already booked your future travel for this year.
  
  As a reliable airline, while I won't be able to honor your original request, I'm sending a new ETC to your email address with the same amount. It will arrive within the next few business days. This is a gesture of goodwill only.
  
  The travel certificate can also be used to purchase baggage and seat assignments on the website.
   
  We appreciate you taking the time to share your thoughts about our services.
   
  We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
   
  We look forward to working toward the suggestions you've mentioned. We appreciate your business and loyalty, and we hope you'll give us another chance to better serve you.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

  Hello.

  Whilst I appreciate your "gesture of goodwill," I do not accept it, as I should have been able to use the voucher (and save on the tax paid, as well).

  Frankly, I never should have accepted the original travel voucher as compensation for what occurred back in 2023, but because I didn't have proof that the events had unfolded like I said they had, I figured I didn't have much of a choice. This time, however, I do have proof, and I will not allow for United to blatantly lie and cheat me out of my hard-earned money.

  I also noticed you said in your previous message that you "are unable to provide cash or refund." I don't think you need me to tell you this, but any self-respecting, multi-billion dollar corporation can issue a refund, so it's not that you are "unable" to issue a refund, it's that you don't want to issue a refund. And if you really can't issue the refund, then this just tells me that I am dealing with a bunch of incompetent clowns.
  

  I am sticking firm to the requested refund of $163.50 ($150.00 plus the approximate 9% tax I paid). I don't know if you have any higher *** you can forward this complaint to, but if you, I suggest you do just that as with every further communication I receive, United only looks more and more foolish.

  And to be clear, I'm not mad at whomever is responding to these comments; I am mad at the company.

  Regards,

  ********

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/29 united flight from ************ to ********* was delayed due to unsafe tire then canceled cuz stewardess wouldn't be allowed to fly. We sat on the hot plane for 2.5hrs cuz mexican military would not let us off. Once off military did security checks because they said we left the country. United rep inside airport said transportation was waiting for all of us and we were going to the *************. We were shown outside where there was only 4 vans waiting for us. The airport closed as we were standing outside military leaving. No crew members no united reps just 169 Passengers and mostly non english speaking drivers that didn't no where we were going. I tried explaining to them the hilton and was told no. We were driven 45 minutes to a hotel that told everyone we weren't on their list and we couldn't stay there not even if we paid privately. Online chat united rep couldn't help me. Told a united rep was coming a mexican man airport worker not a rep shows up no english didn't no what was going on but had a list of names on phone another girl had to read the names I had to flag transportation we were taken to the wrong hotel. 945pm got to right hotel to be told dinner closed at 10. Next day not enough transportation was sent to pick up everyone flight was delayed again 3 times when we finally landed in the states we had to sit on the plane again because they didn't have a gate for us Alls united wants to do is give us $100 ea voucher towards another flight. Another lady and me had to try to take charge of the situation because united left with no one that knew anything. 8 hours of chaos. I had to pay for our seats 3 times and spents over $1900.00 and I had to pay an extra $80 for another day of parking and they feel $100 makes up for it after getting stranded because of a faulty tire and until it could be was fixed the stewardess couldn't work. Shame on united and there has been 3 total cases of tire problems since march

  Business response

  07/15/2024

  Hi *******,
  
  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'm sorry we canceled your flight. Safety is always our top priority, and if we're unable to resolve an issue before departure, we may need to cancel the flight. Cancelling flights is not our ideal choice, and we know it can cause disruptions for you and other passengers.
  
  Additionally, we apologize for the inconvenience caused by the transportation issue going to the hotel provided and for the lack of assistance from our agents.
  
  Unfortunately, I'm unable to reimburse you for your costs as the flight interruption was outside our control. Although you were told that the cancellation was due to controllable reasons, Ive checked it again and verified that your flight from ***** was canceled due to uncontrollable reasons where reimbursement is not possible. The best that we can do is the compensation issued to each of you.
  
  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 appreciate your business as a MileagePlus member and look forward to providing you with the service you expect and deserve on a future United flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  07/16/2024

   
  Complaint: 21981767
  
  I am rejecting this response because: as I have explained and many emails. I do not find it impossible for united airlines to reimburse my account the $200 that you want to give in flight voucher that we will never use. This is not just about the flight being canceled this is about everything that happened to us passengers after the fact. United was no help to any of us once we were off that plane. I had contacted united for help and was told there was nothing they could do to contact the rep at the airport. Which I couldn't no because the airport was closed soon after we were shown outside. Like I said early the crew was taken care of right away but us passengers where left in the blind. So no united did not do all it could. Your customer care had informed me that night to file a complaint. I do not want your voucher as stated many times. If you can hand me $200 voucher you can reimburse my account that $200. Which is nothing to the 1900 plus I had spent on your airline that apparently has problems with tires as there as been 3 flights now that is know to the public
  
  Sincerely,
  
  ***********************************

  Business response

  07/16/2024

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for reimbursement. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry if my response added to your frustration.
   
  Our intention was to apologize for your experience, and I regret if that wasn't conveyed in my previous email.
   
  Unfortunately, we are unable to provide cash/reimbursement as an alternative to electronic travel certificates. Your certificate is still valid for one year from the date of issuance. It can be redeemed on united.com for the purchase of your next United and United Express flights. Although it is non-transferable, you can use it to purchase travel for someone else if you have the certificate and PIN number.
   
  We hope that you will be able to use the travel certificate to give us another chance to serve you better.  
   
  We appreciate you taking the time to share your thoughts about our services.
   
  We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
   
  We look forward to working toward the suggestions you've mentioned and to welcoming you aboard your next flight.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

   
  Complaint: 21981767
  
  I am rejecting this response because: we will not be using united airlines again. This was our last time. If you will not refund my account the $200 dollars then make the voucher usable for any airline. Although there is no reason you can not refund my account the $200. 
  
  Sincerely,
  
  ***********************************

*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. ↩