Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid for my girlfriend to fly from *** and back from ***, at a stop in *** the airport staff changed the gate for her flight home without notification. No announcement via the PA system, text or email. UA 2108 was supposed to depart from gate C40 as was stated on her boarding pass and flight itinerary email, it was changed to gate C43 without any announcement. She was also treated poorly by gate staff and was bounced around by the staff when trying to seek information on rebooking the flight. Now she has to stay in a hotel OUT OF POCKET despite this being the result of the airline's negligence. I am seeking either a refund of the cost of the flight or for United to pay for the cost of her hotel.According to United's Contract of Carriage:Rule 24 Flight Delays/Cancellations/Aircraft Changes F.Amenities for Delayed Passengers 1. Lodging - ** will provide at its option either one nights lodging, or, if no lodging is provided and upon the passengers request only, reimbursement for one nights lodging in the form of an electronic travel certificate that may be applied to future travel on UA up to a maximum amount determined by UA when a UA flight on which a Passenger is being transported incurs Irregular Operations and the Passenger incurs a delay that is expected to exceed four hours between the hours of 10:00 p.m. to 6:00 a.m. local time. Where lodging has been offered but not accepted by a Passenger for whatever reason, ** is not liable to reimburse the Passenger for expenses relating to alternative lodging secured independently by the ************ her flight was scheduled to depart at 6:39 PM on Jan 6, 2025 and was missed due to negligence and rescheduled to 9:30 AM Jan 7, 2025. This is a delay that was caused by IRREGULAR OPERATIONS and United's Contract of Carriage applies. She was NOT offered any lodging options at the time of the incident and was treated poorly by the staff at ********.

  Business response

  01/09/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your reimbursement request for the hotel expenses your girlfriend's incurred on her recent flight. I appreciate the opportunity to respond to your concerns.
  
  I understand how frustrating it must have been for her when the departure gate for her flight UA 2108 changed unexpectedly. While we strive to provide clear communication during irregular operations, we acknowledge that the lack of announcement and notification in this instance fell short of your expectations.
  
  Please know that the change in her flight was due to the initial cancellation of flight UA 6351, which was caused by extreme weather conditions. As a result, she was re-accommodated on a new flight, which included the gate change. We understand the inconvenience this situation has caused and regret the impact it had on her travel plans.
  
  Unfortunately, expenses incurred due to this situation fall outside of our reimbursement guidelines. However, as a gesture of goodwill, I am sending her an electronic travel certificate which will arrive within a few business days. It may be used for future travel with United Airlines. We sincerely hope this helps in some small way.
  
  We truly appreciate your understanding, and we look forward to welcoming you both on board again in the future, providing you with a better and more seamless travel experience.
  
  Regards,
  
  *******
  Customer Care
  Case ID: ***************

  Customer response

  01/10/2025

   
  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,
  
  ***** Speed

• Initial Complaint

  01/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had flights UA4942 from ALB - IAD and UA1831 from IAD - SAN booked with United for Wednesday 1 January 2025 (confirmation number H2KHN8). Departure of UA4942 from ****** was delayed for over 1.5 hours which meant that I would miss my connecting flight in *************. There were no other available United flights on the day, however I was able to rebook onto a flight the next day (Thursday 2 January 2025). Nevertheless, this delay obviously caused me significant disruption and loss of time, as well as requiring me to stay an extra night in ******. The reason for this delay was not weather-related. We were told that "The number of flights on the way to ***************** is limited to allow air traffic control to safely manage the volume of aircraft along your route". I am there expecting that United will be able to provide a flight credit as partial compensation for the inconvenience and loss of time, similar to what they have previously done when I have experienced non-weather-related delays with United.-******** ********, United MileagePlus member PF257402

  Business response

  01/03/2025

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your compensation request and flight experience from ****** to ***************** on January 1, 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.
  
  We always aim to maintain our flight schedules, but occasionally, unforeseen operational circumstances can lead to delays. In this instance, as you were informed, the delay was due to air traffic control restrictions to ensure the safety of all flights in the congested airspace.
  
  I researched the details of your flight, and because the flight UA4942 from ****** to ***************** was delayed due to air traffic control, which is beyond United's control, it is not eligible for compensation and reimbursement. However, we appreciate you as a MileagePlus member, so I am going to send you 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.
  
  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

  01/09/2025

   
  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

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this two tickets trough AirFlightHub who work for United Airlines who took money for tickets! I never received my tickets and I try several days to contact AirFlightHub but no answer ever from, also contacted United Airlines and com plain but no help there either, United address all to AirFlightHub than I couldn't get my money back.

  Business response

  12/30/2024

  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 this was your experience. We appreciate your feedback.
  
  I'm doing research on the details of your experience, and I need some additional information to provide a solution. Please reply to this email with the following:
  
      Confirmation number
      13-digit transaction number that starts with 016
      
  I look forward to your reply.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  12/31/2024

   
  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

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They left me stranded in ********************. They claimed at first we were just waiting on a flight attendant from *******. After five hours the flight from ******* landed and they then claimed they needed to wait for a flight attendant from *******.

  Business response

  12/30/2024

  Hi Jeshua,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience from ************ to ******* on December 28, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was your experience, and I regret to hear you had to spend the night at the airport. We always want our passengers to have an enjoyable and comfortable travel experience, and I can only imagine your disappointment. We will use this information to get better.
  
  I researched the details of your flight, and because flight UA2112 from ************ to ******* was canceled due to crew legality, I am going to issue a $150 check for each passenger as compensation for staying overnight at the airport. When you have a moment, please provide your current mailing address for the check issuance.
  
  We appreciate you as a Premier Gold member, and we hope your next journey with us will be more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  United Flight 2112, 12/28/24 Flight was cancelled at 11 pm after all flights had left. They hadn't given anyone a heads up and failed to provide any updates leaving ***** people stranded at **************************. This is criminal and United Airlines should be reprimanded.

  Business response

  12/30/2024

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience from ************ to ******* on December 28, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was your experience. I understand how distressing it must have been to receive such news late at night, after all other flights had already departed, and without adequate communication or support. We will use this information to get better.
  
  I researched the details of your flight, and because flight UA2112 from ************ to ******* was canceled due to crew legality, I'm going to send you and **** an electronic travel certificate. You can use this certificate to purchase your next United or United Express 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 hotel, meals, and ground transportation 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, the date of the transaction, the check-in and check-out date at the hotel, and the pick-up and drop-off location for the transportation. Upon receiving all the necessary information, we will let you know what will be reimbursed. Also, please provide your mailing address.
  
  We appreciate you as a customer, and we hope your next journey with us is more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had purchased 3 first class tickets to fly out of a small airport (GSP) **********, ** at 6:20 AM on 12/28/2024. We checked in our checked bags online and had our boarding passes. At 5:30 AM, when we went to give our luggage to the checked bag lady, she told us oh because nobody on your flight was really checking luggage, we decided to end it early, so you cant get on this flight. We have *** pre check and could have walked right on through and would have been waiting a bit to board our plane because there were zero people in line at *** precheck - but because with NO ANNOUNCEMENT, the workers working at United checked baggage counter decided to stop accepting bags since people werent really checking luggage for that flight, we had to cancel our flight and book a flight at a different airport out of *********, ** with American Airlines for $3000 for horrible seats!!! This is not right and we should be reimbursed the $3,000 we had to pay. Absolutely unacceptable especially considering AA baggage continued accepting luggage for their 6:30 AM flight all the way until at least 6:20 AM when we walked out of the airport after madly hunting for a flight at a different airport with a different airline. Because a few people were being lazy, we are out $3,000 and a massive headache that should have never occurred in the first place.

  Business response

  12/31/2024

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your experience at the airport. I appreciate the opportunity to respond to your concerns.
  We sincerely apologize for the inconvenience you experienced at the airport. It is our intention to provide consistent and reliable service, and it seems we fell short in this instance.
  
  While we understand the frustration and financial impact the closure of the baggage area has caused you, please be advised that in order for us to safely process all bags and ensure timely boarding, there is a strict deadline for baggage check-in. Unfortunately, once this cut-off time has passed, our airport agents are unable to accept checked baggage, which is why you were not able to board the flight.
  
  For most domestic flights, check-in must be completed at least 30 minutes before the scheduled departure time. We suggest arriving at least an hour before if you are checking a bag. Seats are released for any customer who isn't at the gate at least 15 minutes before departure.
  
  Regrettably, we are unable to process a reimbursement for the expenses incurred in this situation. We know this is frustrating. That's why we truly appreciate your feedback as we work to improve our operations at every angle.
  
  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

  01/02/2025

   
  Complaint: 22740382
  
  I am rejecting this response because:

  our flight was 6:20am. 
  we were at the baggage check in at 5:35am which is well in advance to the 30 minute check in that is stated here. 
  We already had our boarding passes and had paid for the checked luggage on line. 
  
  Sincerely,
  
  ******* ******

  Business response

  01/03/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your experience at the airport. 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.
  
  I understand your frustration regarding your experience with the check-in process for your flight. Unfortunately, we arent able to provide compensation for additional expenses in situations like these.
  
  We always want to give you the positive travel experience you expect and deserve, and your honest feedback helps us focus attention where it's needed most.
  
  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

  01/06/2025

   
  Complaint: 22740382
  
  I am rejecting this response because:

  Your own response and wording was that we needed to be at the gate with more than 30 minutes from departure. 
  we were at the gate at 50 minutes prior and with the untied agent 45 minutes prior weighing our bags. 
  then stayed too late. 
  your won wording was 30 minutes. 
  we were there ahead of time. 
  check the camera footage. 
  check my boarding pass login times when she started to accept the luggage. She scanned so there should record of the time to verify my story which is ahead of your stated 30 minutes. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im writing to file a complaint about my experience with United Airlines on 12/19/2024. While the initial delay was due to weather in ********, the way United handled the situation made it much worse and caused significant inconvenience and expense.The original flight from ****** to ******** was supposed to land at 1:14 PM but was diverted to *****. Once there, we were told there was a chance to take off again, but the flight was delayed because the crew didnt have enough attendants on board as United workers were on strike according to the captain. We sat on the plane for nearly an hour, only to miss the weather window to fly. Its worth noting the flight from ***** to ******** is only 45 minutes.After being deplaned twice, we were told the next takeoff was at 6:00 PM. When I called Uniteds reservations line to ask about potential compensation in case we had to stay overnight in *****, I was assured that the 6:00 PM flight would definitely depart. Trusting that information, I didnt reach out to my hotel in ******** to postpone the reservation due to the strict check-in time of 3-6 PM. Unfortunately, the flight was canceled, and I lost the $770.75 reservation of that night.During the more than 8-hour delay in *****, we had no access to checked bags. This was particularly stressful since I was traveling with an in-cabin dog, and her food was in the checked bag. She went hungry for hours, and there were no food vouchers or other care provided for passengers either.When we finally arrived in ******** at midnight, I had to book a new hotel last minute for $292.80. After explaining everything to United and requesting reimbursement, I received an auto-reply denying my claim and blaming the weather solely, even though many of the issues were caused by poor staffing and **************** requesting reimbursement for the total expenses I incurred due to this situation: $770.75 for the original hotel and $292.80 for the new one.

  Business response

  12/31/2024

  Dear ** *****
  
  I'm sorry your trip was disrupted due to weather. I understand how frustrating the added travel time must have been.
  
  Unfortunately, as previously explained, I'm unable to reimburse your costs as the flight interruption was outside of our control.
  
  I appreciate you taking the time to reach out to us. We hope to have the privilege of welcoming you back in the future.
  
  Kind Regards,
  
  *******
  Customer Care
  Case ID: ***************
  ******************** Case #********

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flight was delayed for 23 hours and United refused to issue proper compensation

  Business response

  12/30/2024

  Hi Dr. ***************** Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your compensation request and flight experience. I appreciate the opportunity to respond to your concerns.
  
  I understand that experiencing a significant flight delay can be incredibly frustrating, and I truly apologize for the inconvenience this has caused you.
  
  Our records indicate that you received ****** miles to your MileagePlus account and a $100 electronic travel certificate as goodwill compensation for a flight disruption.
  
  I want to assure you that we take matters like these very seriously and our team has carefully reviewed the circumstances surrounding your flight disruption. According to our records, we have provided the maximum compensation allowable under our current policy for the inconvenience you experienced.
  
  While I recognize that no amount of compensation can fully make up for the time lost and the stress caused by such a lengthy delay, I regret to inform you that I won't be able to honor your request for further compensation. Please know that I shared your feedback with the appropriate team to improve our services.
  
  We appreciate your business and look forward to providing you with the service you deserve on a future United flight.
  
  We thank you for your continued loyalty as a valued MileagePlus member.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  12/31/2024

   
  Complaint: 22739650
  
  I am rejecting this response because:

  The compensation guidelines allow for compensation up to the cost of the ticket. this was not done as the cost of the ticket was $550
  
  Sincerely,
  
  ***** *****

  Business response

  01/02/2025

  Hi Dr. ***************** Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your compensation request and flight experience. 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.
  
  We always want to give you the positive travel experience you expect and deserve, and your honest feedback helps us focus attention where it's needed most. We appreciate your patience as we work on making improvements for the future.
  
  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

  01/03/2025

   
  Complaint: 22739650
  
  I am rejecting this response because:

   

  there has been no effort for adequate compensation
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were told by the airline employees that nobody was checking baggage for this flight, so we cut off the time to check bags. This was not announced over any sort of announcement system. It was 50 minutes until our flight. We had purchased 3 first class tickets and had to cancel that flight and then had to spend $2,900 to book at a different airport in a different state with another airline. Absolutely ridiculous and unacceptable.

  Business response

  12/30/2024

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your check-in issues. I appreciate the opportunity to respond to your concerns.
  
  I apologize for any inconvenience you have experienced regarding baggage check-in for your recent flight. We deeply regret that you were not properly informed about the baggage check-in cut-off time, which resulted in you missing your flight and incurring significant additional expenses.
  
  Please be advised that in order for us to safely process all bags and ensure timely boarding, there is a strict deadline for baggage check-in. Unfortunately, once this cut-off time has passed, our airport agents are unable to accept checked baggage, which is why you were not able to board the flight.
  
  For most domestic flights, check-in must be completed at least 30 minutes before the scheduled departure time. We suggest arriving at least an hour before if you are checking a bag. Seats are released for any customer who isn't at the gate at least 15 minutes before departure.
  
  As every situation is different, compensation is offered on a case-by-case basis. In this situation, there is not an option for compensation; however, please know I've shared your feedback with the appropriate teams. We'll use your comments to review our procedures with your point of view in mind.
  
  Additionally, your United 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. Also, we are unable to offer a refund or reimbursement for the ticket purchased with another airline, as it falls outside of our policy.
  
  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.
  
  We appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew United **1994 from *** to ORD on 12/24/24. I have an outstanding request against the airline for refunding of a baggage fee that was unduly charged, compensation for misleading statements made by customer service, and a resolution to my credit card information being saved without my consent.On the eve of 12/23/24, I chatted with United Airlines customer support in the ** app to upgrade my Basic Economy fare to Economy in order to procure a free carry-on baggage allowance. A customer service agent intimated to me that this was possible and had me wait for over an hour, entering my credit card information to process the upgrade. I was then told that this class of service was sold out. I simultaneously checked the seat upgrade map, which shows real-time availability of seats on the plane, and there was availability in this class of service. The customer service agent then obliged to upgrade me to Economy Plus and confirmed my ticket was "upgraded." This class of service typically provides or a free carry-on bag allowance. It was implied to me this would be the case, and it was not. This is a false advertisement made by the service department.I was charged a carry-on bag fee at the gate before the flight. The flight attendant charging the fee refused to confirm which card was being charged, a clear violation of consumer protection and transparency law. Later on 12/24/24 when chatting with United Airlines support, a reference was made to a BILT credit card that I have **never** saved on my United Airlines account. I had entered the card details on 12/23/24 in attempting upgrade my basic economy fare. I expressly did NOT give consent for United to save my card information, which they did.I am seeking a confirmation that United refunds and releases any claim to a carry-on bag fee associated with my flight as well as compensation for false claims / statements made by the airline and their violation of consumer protection and transparency laws.

  Business response

  12/30/2024

  Hi Elysia,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out to us regarding your recent experience with United Airlines on flight UA1994 from ****** to *******. We understand that there have been several concerns, including the baggage fee charge, customer service interactions, and the handling of your credit card information.
  
  We would like to clarify the baggage policy for MileagePlus Premier members. As a valued Premier member, when traveling on a Basic Economy ticket, you are indeed entitled to one personal item plus one full-size carry-on at no additional charge. We apologize for any confusion that may have arisen during your interaction with our customer service team and at the gate. Also, please be advised that there were no baggage charges for your outbound trip; hence, no refund is due.
  
  Regarding the upgrade attempt from Basic Economy to Economy, we regret to inform you that despite the availability shown on the seat map, the upgrade was not successful due to the rapidly changing seat inventory.
  
  We have reviewed the charges for the Basic Economy upgrade fee and can confirm that the 12 charges of $49.50 for the round-trip ticket upgrade were voided on our end. As the upgrade was unsuccessful, you should not have been charged. Since the payment didn't go through, the charges should be reflected on your account within 48 to 72 hours. If you still haven't received the voided amount, please contact your financial institutions for further assistance.
  
  Additionally, 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.
  
  Concerning the issue of your credit card information, we take data privacy very seriously. We want to assure you that it is not our policy to save customer payment information without consent. We are investigating this matter to ensure that our processes are fully compliant with consumer protection and transparency laws. We will take appropriate action based on the findings of our investigation.
  
  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 Premier Silver member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

*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. ↩