Complaints

• Initial Complaint

  03/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife, ******** ******* has the United Credit Card and we were informed that anyone who flies with my wife if she also boards the plane each get one free checked bag. The reference numbers for the three bags are the following *************, *************, ************* and *************. It appears we were even charged for 4 bags at 2x$40 and 2x $30=$140. Please refund us the $140 that we were charged incorrectly even though we have the ** credit card ending in 7171. We were charged these fees in error as ******** ******* was traveling with 3 numbers of her family were on board. It is ******* that ** sells their credit card during their flights and makes the Flight Attendants sell their credit card and then corporate stiffs the customers for each bag fee that you are supposed to travel and still get charged. I hope you can get my money back that ** scammed me out of. I did spend one baggage fee at the airport and two bags on the website while checking in for the flight and at the checking keyosk.

  Business response

  03/17/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your baggage fees and refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry to hear you were charged some unexpected bag fees.
  
  Please be advised that for the first checked bag fee to be automatically waived for the primary cardholder and one companion on the same reservation, the eligible credit card must be used to purchase the ticket. From my research, I don't see that the card was used for the reservation (PR1X6C). Please note that the card used to book the ticket ends in 8160, whereas your wife's United Gateway card ends in 7171.
  
  Additionally, the United Gateway card does not include the free first-checked baggage benefits for the primary cardholder and one companion. I apologize if this was not communicated clearly at the airport. For more information about United card benefits, you can our website via this link: ***************************************************************************************************.
  
  However, our records indicate that the baggage fees under this confirmation number, PR1X6C, for a flight from ******* to *************** were already refunded on March 4, 2025. It will be reflected on your account ending in 0985 within 7 to 10 business days.
  
  Regarding the baggage fees associated with this reservation, I7NWS9, I regret to inform you that we are unable to process refunds for baggage charges that were issued more than 12 months ago. While I cannot fulfill what you originally requested, I will 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 your kind words about our employees, 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 response

  03/17/2025

   
  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

  03/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a trip scheduled with United from 3/7/25 through 3/10/25. I fell ill with a stomach flu on 3/7/25. Because the ticket was basic economy and non-refundable and non-changeable, I went to file a claim with my travel insurance through my credit card. The insurance company needed a copy of the confirmation of cancellation and refund policy from United to process my claim. I called United **************** and after an hour on the phone the agent told me he could not help me because I did not show up at the airport (because I was ill) and advised me to submit a question on United's ************* page ***** ID *******************************. I included a letter from my doctor on company letterhead with my full name and address and my doctors full name and phone number. Piuyush from customer care emailed me saying it was not sufficient. I explained that this note was sufficient for my government job and that it already explains I was excused from work for illness but he again refused to provide the confirmation of cancellation and told me to call the number for customer service (the number that I called who told me to submit the request online). I twice requested to speak to a supervisor and have not heard back.

  Business response

  03/17/2025

  Dear Mr. ******************* glad to receive another feedback from you.  Though I am sorry to learn you were unable to travel with us on March 7th and 10th,2025.  We can understand how serious illness or injuries can affect a passengers travel plans.  As previously advised, the ticket you agreed to purchased was a non-refundable ticket; and changes/cancellation to your ticket will result in a fee.  Passengers that no-show their scheduled flight will result in their ticket to become voided. 
  
  In review of your unused ticket (Confirmation number:  J54VQ6 / Ticket number: **************), our records show that we have previously made an exception to refund your ticket to the original form of payment.  ***** ending in 9364).  The refund process may take up to 21 business days for your account to reflect accordingly.
  
  We wish you a healthy and speedy recovery, and we look forward to welcoming you again on-board a future United Airlines flight.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 32725322
  Related Case ID - ***************
  BBB COMPLAINT # ********
  
  
  CONFIRMATION NUMBER:  J54VQ6
  NAME ON TICKET:  ****** / ***** S - DR512999
  TICKET NUMBER:  **************
  TICKET ISSUE DATE:  10JAN25
  TICKET AMOUNT:  $161.97USD
  
  ETICKET: 
  UA   357   07MAR25   EWR-PBI  (STATUS:  REFUNDED)
  UA1943   10MAR25    PBI-EWR  (STATUS:  REFUNDED)
  
  **************************
  
  3/15/25 | 3:39 PM
  Hi *****,
  Your file was sent to our department for final review.
  We apologize for any previous confusion.  The ticket you purchased has rules and guidelines you had to agree to before completing the transaction.  You purchased a basic economy ticket that is good only for the date and time selected.  You are unable to change or cancel without paying a flexibility fee, only available through one of our team members at 1-800-United-1.  If you fail to reach out and advise there are circumstances beyond your control, our airport staff will mark you as a "no show".  
  With reference to a letter/notice of cancellation, our previous statement should clarify why our team member is unable to provide such request.  
  As a final note and gesture of goodwill, We have approved the Doctor's note you attached and authorized a refund of your ticket.  It will take 21 business days for processing.  You will receive it back to the original form of payment.
  We appreciate your time and understanding.  We look forward to welcoming you onboard once you are feeling better.
  Regards,
  ****
  Corporate Customer Care
  Case ID: ***************
  

  Customer response

  03/18/2025

   
  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

  03/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our flight returning was more than 5 hours delayed. we want a refund

  Business response

  03/13/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request and flight experience. 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 apologize for the disruption to your travel plans. I know your time is valuable and can understand your disappointment.
  
  I researched the details of the flight and because the flight UA1899 from ************** to ****** was delayed due to technical operation issues, I am going to deposit miles into each passenger's MileagePlus account. This credit will be posted to the account within a few business days. These miles never expire and can be used for travel or purchases on flights and more. Watch for an email with details.
  
  I understand you are requesting a refund of your ticket under the **************************** (***) refunds rule. This rule entitles customers to a prompt refund if their flight is canceled or significantly delayed and the customer chooses not to fly.
   
  However, public attention to the *** rule has caused some confusion about when it applies. Customers are only due ticket refunds when they choose not to travel due to a cancellation or significant delay. In this case, I can see that you traveled, which means a refund isn't due. Additional information is found in the *** press release.
   
  Since there is no value left on the ticket, I won't be able to provide you with a refund. I'm sorry for any confusion.
  
  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 response

  03/14/2025

  First of all why is there no human to speak with.  second when we got on the plane the flight attendants said we would get a refund for our ticket   you told us!   additionally not sure both parties where linked to united airline membership.      your employees said refund    
  Complaint: 23053014
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Yablonu

  Business response

  03/14/2025

  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 if our response added to your frustration about wanting to speak to a human and for the miscommunication.
  
  My intention was to make this right, and I'm sorry I frustrated you. I hope you're able to use the miles issued as compensation to give us another chance.
  
  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.
  
  We hope to provide you with a better experience on your next flight with us.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  03/14/2025

   
  Complaint: 23053014
  
  I am rejecting this response because:
  your staff said there would

  be compensation and ***** miles

  is

  cheap.   landing at 230am could

  not be picked up and had to pay a

  lot

  to

  get home Sincerely,

  
  ***** ******

• Initial Complaint

  03/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Case ID: *************** We had the worst possible experience with our return flight from ******. It was delayed and ultimately Canceled bc crew shift was at maximum time allowed and the aircraft had a maintenance issue right at the deadline for their shift. Ultimately Canceled after waiting 7-8 hours.Long lines, waits and frustrations to get set up on a bus to the hotel, process took forever...dinner was covered and was a buffet that was barely edible. The hotel was absolutely disgusting...dirty, moldy bathrooms and stained sheets. We didn't get to the hotel until 10pm after arriving at the airport before 1pm. The cancellation caused us to miss a hotel reservation in *******, which was our stopover before flying home to EWR the next day (as originally planned) I've communicated with customer service and ********************** is refusing to reimburse me for the lost hotel reservation in *******, even though the gate agents and reservation folks said they would ( this is the main reason for complaint at this point).We had an awful experience trying to rebook my flights in ******. Spoke to jelo at 10:13pm for 50mins. He blindly put the call on hold bc he didn't want to hear how awful our experience was today and that the flight options offered weren't satisfactory...came back and stated that his manager wanted to speak with us ..put us on hold with music and ending up transferring me to **************************** after 50+ mins on phone at midnight, when we had to be up at 5am for our flight to *******. I had to call back and waste another hour to ********* this point we have been reimbursed for certain expenses incurred due to canceled flight but for some reason customer service is denying reimbursement of my missed hotel reservation. To add to the negative experience, United doesn't make it possible to call customer service...just send emails that ********************** takes days to respond to and then misinterprets and just denies the request with no way to speak to a human.

  Business response

  03/11/2025

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your reimbursement request and flight experience. I appreciate the opportunity to respond to your concerns.
  
  We deeply regret the challenges you encountered during your return flight from ******, including the delays, cancellations, and issues you faced with rebooking. We understand how frustrating and stressful this situation was, and we sincerely apologize for the inconvenience it caused.
  
  Regarding the reimbursement request for your missed hotel reservation in *******, I would like to clarify that, as part of our policy, we do not provide compensation for pre-arranged expenses such as hotel accommodations, ground transportation, or other similar costs that were impacted by the cancellation or delay. While we recognize the frustration caused by these issues, United's policy specifically excludes reimbursement for losses associated with personal arrangements made at your destination. Our focus for reimbursements typically covers expenses directly incurred due to the flight disruption, such as meals and other immediate, out-of-pocket expenses. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  Our records indicate that you were provided a check for your expenses incurred in ****** and an electronic travel certificate as goodwill compensation for a flight disruption and inconvenience you experienced.
  
  We understand this may not be the resolution you were hoping for, and we apologize for any confusion or misunderstanding that may have arisen during your interactions with our customer service team. We are continuously working to improve the customer experience, and we will certainly review the situation to ensure that we are providing the best possible service and communication to our passengers.
  
  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

  03/11/2025

   
  Complaint: 23042225
  
  I am rejecting this response because:

  This response is completely unacceptable and really poor from a company of the caliber of United Airlines.  Sadly, their issues and inefficiencies led to us missing a flight due to the crew timing out of their shift.  This led to a canceled flight, a hotel stay that was of a very low quality and dirty.  

  I spoke with the gate agents and the phone **** and both stated that United would reimburse me for this missed hotel and yet , email after email, all  United is worried about is saving $142 and hiding behind some bureaucratic nonsense.  

  What a poor customer experience.  Sadly, my impression was that United didn't care about customer satisfaction and this experience confirms this feeling.  I'm amazed at a company like United is insisting on saving $142 and losing 3 well traveled customers rather than doing the right thing.  Let's be honest United!  You're the reason we missed this hotel and your company cost us $142.  Shame on you for not  being accountable and doing the right thing.  What a poor business decision

  
  Sincerely,
  
  ******** ******

  Business response

  03/13/2025

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your disappointment with our reimbursement policy. I appreciate the opportunity to respond to your concerns.
  
  I sincerely apologize for the frustrating experience youve had and the inconvenience caused by the flight cancellation and subsequent issues. I understand your disappointment with how your situation has been handled, and I want to address your concerns directly.
  
  First, I want to acknowledge that we failed to meet your expectations and our own standards of customer service. The conflicting information you received about reimbursement for your hotel stay is unacceptable, and I apologize for the confusion and frustration this has caused.
  
  Regarding the reimbursement for your pre-arranged hotel expenses, I regret to inform you that our policy does not allow for reimbursement of pre-arranged expenses. This includes hotel bookings made independently before a flight disruption occurs. I understand this may be disappointing, especially given the conflicting information you received previously.
  
  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

  03/14/2025

   
  Complaint: 23042225
  
  I am rejecting this response because: failure to be accountable and causing financial loss to a customer due to their poor service and inefficiencies.  **************** to do business with.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  03/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear United **************** Team,I am writing as a long-time United 1K Premier member who has invested tens of thousands of dollars in your services, only to be consistently disappointed by the lack of real benefits. It is disheartening to see that, despite my loyalty, the perks I was promisedespecially regarding upgradesare practically non-existent.For example, my upcoming round trip to ***** (PQNHCJ) leaves me on the waitlist for an upgrade yet again, and as always, it will not get confirmed on this popular route. This recurring issue forces me to ask: what is the point of striving for 1K status if the privileges are so scarce? Frankly, if this is the value United places on its most loyal customers, I see no reason to continue pursuing or maintaining my 1K status.Kindly request a supervisor to address these shortcomings immediately, or I will be compelled to re-evaluate my loyalty and future travel choices with United. This is truly unfair.

  Business response

  03/10/2025

  Dear Mr. **** and Dr. ****************** received your letter from the Better Business Bureau regarding your upcoming trip with us.  I am very sorry for you unpleasant experience and apologize for any possible misunderstanding regarding Mileage Award upgrades. Our goal is to upgrade your seat whenever possible because we know your travel experience influences your decision to fly with us.Please understand that our Premium seats, Mileage Awards, and upgrades are capacity controlled. They are carefully managed and may be released up to the day of departure.
  
  To maintain the integrity of our MileagePlus program, I regret that we were unable to upgrade your upcoming flights on March 28th and April 12th,2025.  For assistance with your upcoming travel plans, passengers are asked to contact our *********************** at **************.  Please understand, we are unable to modify and/or exchange future travel plans via email; as availability can change and direct feedback is needed from the passenger(s).
  
  As Premier 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. We appreciate your understanding and support. Thank you again for your business.
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 32638743
  BBB COMPLAINT # ********
  
  **************
  
  CONFIRMATION NUMBER:  PQNHCJ
  
  NAME ON TICKET:  ***** ******* NAAM - EE397831
  TICKET NUMBER:  01624666542531
  TICKET ISSUE DATE:  7MAR25
  TICKET AMOUNT:  $2156.81USD
  
  NAME ON TICKET:  ***** ****** ******* - NNT61380
  TICKET NUMBER:  01624666542542
  TICKET ISSUE DATE:  7MAR25
  TICKET AMOUNT:  $2156.81USD
  
  E-TICKET
  UA 803   28MAR25   IAD-HND
  UA 804   12APR25   HND-IAD
  

  Customer response

  03/11/2025

   
  Complaint: 23038966
  
  I am rejecting this response because:
  
  I am not seeking an explanation of how the United Premier upgrades work or justification of the integrity of the MileagePlus program. United has not been genuine in its advertising of benefit offerings to me and other 1K members. There is a big push to spend a lot of money on flights to earn a higher status but the reality is that its a marketing scam because the benefits are never realized. This is not a way to treat a long standing 1K member. I am extremely appalled by the unwillingness to extend graces to retain your most loyal customers. 

  
  Sincerely,
  
  ***** Naam

  Business response

  03/13/2025

  Dear Mr. **** and Dr.*******,
  
  Im glad to receive your reply and appreciate having another opportunity to address your concerns and request.  Though I am sorry to learn your disappointment regarding your Premier Benefits.  I assure you that we are an integrity-driven airline, and we would never purposely inconvenience you.  For concerns regarding your Premier Benefits, members are asked to contact the MileagePlus ************** at ***************).
  
  I'll certainly pass along your feedback so we can further review ways to minimize your inconvenience. As a 1K Premier member, your candid observations and feedback help improve the way we do business and provide you the service you deserve.
  
  
  Regards,
  
  ***** ********
  Corporate Customer Care
  Case ID *************** / ********
  ******************** COMPLAINT # ********

  Customer response

  03/14/2025

   
  Complaint: 23038966
  
  I am rejecting this response because: it doesnt address the concern and only tries to minimize what Im trying to communicate. I will keep this case open until you clearly communicate what actions and compensation you will implement to address my concern. 
  
  Sincerely,
  
  ***** Naam

• Initial Complaint

  03/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  United airlines charged buyout fee for you to get your original ticket fully refunded.

  Business response

  03/10/2025

  Hi Fan,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your Basic Economy buy-out fee. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for any confusion and inconvenience this may have caused.
  
  After reviewing your ticket, I can confirm that it was purchased as a Basic Economy fare. According to our policy, Basic Economy tickets are non-refundable and non-changeable. Therefore, when you cancel or modify your ticket, a $149.50 buy-out fee applies.
  
  We try our best to make sure you know when you're buying a Basic Economy ticket and what the conditions 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: ***************************************************************************************.
  
  Please be advised that the buy-out fee is non-refundable. However, as a goodwill gesture, I will send you an electronic travel certificate for $149.50 to replace the Basic Economy buy-out fee charged to your credit card. 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.
  
  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

  03/10/2025

   
  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,
  
  Fan **

• Initial Complaint

  03/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July of 2024, I booked a flight for travel from *** to HOU for a cruise with other family. I was flying by myself but meeting f family in *******. In early October, I tried to upgrade my flight but the charge declined. I used the message feature on Uniteds app to get help from a live agent. Somehow not only did my upgrade not go through, but my original flight was cancelled as well. The agent assured me I had a seat, but nothing was showing on my end at all other than a cancelled flight. Screen shots of this convo are attached. I ultimately cancelled the flight myself to be sure the cancellation did in fact go through, and booked with another airline. I was never informed of restrictions etc when cancelling. Today, I looked into the travel credit as Ill be flying in September 2025. The credit stated that travel must begin by 8/14/25. As Im unable to make this and was also never informed of this, I asked customer service for assistance again. I was assured that date was only for book by purposes, not travel by - informed several times, actually. Screen shots of this are also attached. When I went to book a flight for September, it wouldnt let me. United agents are incredibly misinformed and misleading, providing inaccurate information and little to no assistance. All I am asking for is to be able to book a flight myself (not through an agent as at this point, I dont trust doing that) for September 4th of 2025. This should not be this difficult.

  Business response

  03/10/2025

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your travel credit extension request. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out and sharing the details of your recent experience with us. I sincerely apologize for the confusion, frustration, and inconvenience you've encountered regarding your flight cancellation, travel credit, and booking process.
  
  I understand how important it is to have accurate and clear information when making travel plans, and I deeply regret that this has not been your experience thus far. I also recognize how troubling it must be to feel misinformed by multiple agents, especially when you are trying to resolve such an important matter.
  
  I apologize for any misunderstanding regarding the terms of your travel credit. Please be advised that travel credits are typically valid for one year from the original ticket issue date, and you must book your ticket before the expiration date of the credit, which is on August 14, 2025, and begin your travel on or before it expires. If the credit is not used to book a flight before its validity date, the ticket value will be forfeited.
  
  I understand you want to extend the validity of your residual flight credit. However, I regret to inform you that we are unable to manually extend the validity of residual flight credits, as it is governed by the terms and conditions of the travel credit.
  
  Additionally, our records indicate that your travel credit was already redeemed for future travel with United on March 9, 2025, under this confirmation number, PYYL73. However, you canceled the trip and requested a refund. Please be advised that if the ticket is refunded, the travel credit validity will follow the original flight credit expiration date.
  
  While I cannot fulfill what you originally requested, I canceled the refund request and left it as a future flight credit valid until March 9, 2026, which you can use to rebook the flight for the September trip using the same confirmation number, PYYL73. Any applicable fees may apply.
  
  Also, please be advised that our department is committed to assisting with concerns such as delays and cancellations within United's control when travel has been completed. For rebooking assistance, please contact Reservations at 1-800-UNITED-1 ***************). You can also reach out to us 24/7 @United on ******** or ********
  
  We appreciate you reaching out, as feedback like yours is crucial to improving our services. We hope you'll give us the opportunity to provide you with a more positive experience in the future.
  
  We thank you for your continued loyalty as a valued MileagePlus member.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  03/11/2025

   
  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

  03/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a horrific experience on my flight to ******** from ******. Most importantly, my cell phone and earbuds were stolen from my bag while on the flight and this is absolutely despicable. Not only did I endure horrible and rude gate check in counter agents and pay for a flight that had no food or drink services, which were supposed to be included and they ruined my luggage and broke the contents of my bags but to then be stolen from. This is outrageous and beyond unethical. I want to speak to someone at United Airlines

  Business response

  03/07/2025

  Dear Mr. ******************* Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding regarding your bags.

  I am sorry to read what happened with your bags.

  If you filed a damaged bag report, you will need to contact them; however, if you have not you will need to file a report under the link below:

  *****************************************************************************

  We appreciate your business.

  Regards,
  ********* *.
  Customer Care Management
  

• Initial Complaint

  03/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May Concern,I am filing a formal complaint against United Airlines regarding their refusal to issue a refund or credit for a ticket that was canceled within its validity period. Here are the details:Ticket Information:Ticket Number: ************* Booking Reference: DEXVHX Issue Description:On January 9, 2025, I canceled the return portion of my ticket, well within its validity period. However, I did not receive any refund or credit, so on January 21, 2025, I submitted a second request for a refund. Unfortunately, I was informed that my ticket expired on January 19, 2025, and was now ineligible for any credit or refund due to Uniteds delay in processing my cancellation.Violation of Uniteds Policy:According to United Airlines own policies, even non-refundable tickets are eligible for a credit if canceled in time. I believe that United failed to process my cancellation request in a timely manner, which resulted in the expiration of my ticket.Desired Outcome:I am requesting that United Airlines issue a refund or credit for the unused portion of my ticket, as per their own published ********* a Premier Platinum customer, I am disappointed by this experience and am requesting the BBBs assistance in resolving this matter. I hope that United Airlines will reconsider their decision in light of the circumstances.Thank you for your assistance in addressing this issue.Sincerely,********* ******

  Business response

  03/07/2025

  Hi **********
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your travel credit and refund request for the partially used ticket. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for any inconvenience you have experienced while processing your refund request. At United Airlines, we strive to provide exceptional service, but it seems we have fallen short in this instance.
  
  I understand that you are looking for a travel credit for your partially used ticket. I carefully reviewed your reservation under this confirmation number, DEXVHX, and as I've verified, the ticket value for the unused flight segment has already expired.
  
  Also, I regret to inform you that since your ticket was partially used, we are unable to manually calculate the remaining value of the unused portion, which means we cannot issue a refund or travel credit for the unused segment.
  
  However, you do have the option to rebook the unused portion of your ticket using the same booking reference number (DEXVHX). Please note that your ticket remains valid for one year from the date you took your outbound flight. This gives you the flexibility to rebook your travel to the same destination city within that timeframe.
  
  Additionally, 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.
  
  While I cannot fulfill what you originally requested, I want to make things better. As a gesture of goodwill, I will send you an electronic travel certificate. This certificate can be used toward future travel on United, United Express, and our partner airlines' flights. Details of the ETC will arrive in a separate email within the next few business days.
  
  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 Premier Platinum member, 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

  03/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am following up regarding a $250 travel credit that was promised to me but has not yet been received.On February 9, 2025, I was informed that my cousin had passed away from suicide, and I needed to travel to **************** to be with my family. I called your customer service line to book a flight for that day or the next, but the wait time to speak with a representative was extremely long. When I finally connected with an agent, I was transferred in the middle of booking to another representative, who then informed me that there would be an additional $150 booking fee for booking over the phone. I had never heard of such a fee before and requested to speak with a manager.After waiting on hold for an additional 36 minutes, I ultimately ended the call and booked with another airline. The following evening, I called back to express my frustration with the difficulties I encountered while trying to book a flight, especially during such a difficult time. The manager I spoke with was very empathetic and apologetic and offered me a complimentary $250 travel credit for the inconvenience. He assured me that I would receive the credit via email within 24 hours, but as of today, I still have not received it.I would appreciate it if you could look into this matter and ensure that the promised travel credit is issued. Please let me know if any additional information is needed.Thank you for your time and assistance.

  Business response

  03/06/2025

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding the inconvenience of long waiting time/hold time while booking a ticket, the disappointment about the booking service fee, and the missing promised compensation. I appreciate the opportunity to respond to your concerns.
  
  I'm truly sorry for your loss and the additional stress you experienced while trying to arrange your travel. It's disheartening to hear about the long wait times and the confusion over the booking fee, as it should only be $25 per passenger, especially during such a sensitive time.
  
  Also, I apologize for the oversight regarding the $250 travel credit you were promised. I will look into this matter promptly; however, I'll need more information from you. Kindly provide us with the following:
  
  MileagePlus/Frequent flyer number (if available):
  
  Email address:
  
  Ticket number (13 digits beginning with 016):
  
  Confirmation number:
  
  You can find this information on your receipt. I'll be happy to respond once I review the information you provide.
  
  I appreciate you choosing United for your travel, and I look forward to helping you soon.
  
  Warm Regards,
  
  Chesca
  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. ↩