Complaints

• Initial Complaint

  02/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  United Airlines by far is the worse airline running on the eastern seaboard. In the past year, I have flown in it 2-3 times. Every single time there has been extensive delays and of course no option to change to another better or earlier flight. The aircrafts always show inexplicable technical problems that crew is unable to answer to, delays because of pilots not showing up ****** add to it the app doesnt update with proper flight information. For my connecting flights in the past 2 days, the first outbound flight was delayed by 90 mins which was the entire flight time with no information about the issue. Once it landed the door the cabin was stuck and didnt open for *************************************************************************************************************************************************************** Once they manage to open the cabin doors and I run through the terminal to reach the next gate, I am told that they have closed boarding and cannot let me on because the flight has departed. While in actuality the flight was standing in front of me delayed by 20 mins. They send my bag on it while not boarding me!!! The ridiculousness of this airline is such that last March a 45 minute layover turned into a 7.5 hour one without reason and no other flights out! The audacity being that they offered a $20 coupon as an inconvenience fee. Today again an hour of layover has now converted to 2.5 hours because if some previous delay impacting this flight as mentioned on their text. After all of this their wifi on board doesnt work and they charge $10-15 higher for check in bags than their competitors.This is by far the most horrible airlines in ** and needs complete overhaul of services provided, better customer services and compensation for extreme inconvenience caused unapologetically!!!

  Business response

  02/10/2025

  Dear Ms. **************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am sorry to learn of your flight disruption when you traveled with us on February 6, 2025.  It is not our intention for you to miss your scheduled flight.  Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.  Please understand, sometimes our pilots will collaborate with the Air Traffic Control to decide if a flight may be held back for late arriving passengers. However depending on air traffic during your scheduled departure,flights may not be held back as it may cause a cascading effect on the operations.  
  
  Respectfully I regret your refund request has been declined as your tickets have been used.  Once a ticket is used, it is not eligible for a refund.  However I do realize your flight experience was disappointing, and to help make amends, I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.
  
  We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.
  
  As a MileaagePlus member your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 32309903
  BBB COMPLAINT # ********

  Customer response

  02/11/2025

   
  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,
  
  Amrita *****

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  United Airlines Mileage Plus rewards sold me a defective iPhone on 12/**/20**, I have been attempting to return the phone since 12/**/20**. I have called 10 times to return this phone, they refuse to accept the *********** order #**MR0160990766281501 UA Return ticket # ******* Apple Case ID #s ************ and ************ I paid ******* plus approximately $736.00 I would like a refund of money and miles.

  Business response

  02/07/2025

  Dear Mr.  *******,,
  
  We received your letter from the Better Business Bureau regarding your recent experience with us. Im sorry to learn that the Iphone you purchased (using your Award Miles) was damaged.  Please understand, United Airlines ************* does not have access to ************************ account.  Therefore we are unable to rectify any discrepancies to your account.  For concerns regarding the award miles used to purchase on-line products, members are asked to contact the MileagePlus ************** at **************. 
  
  Thank you for your patience and understanding.
  
  
  Regards,
  
  ***** ********
  ************* Management
  **********************
  Case ID *************** / 32283424
  BBB COMPLAINT # ********
  

  Customer response

  02/11/2025

   
  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

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  United Airlines charged me $65.00 without my consent on January 22, 2025. They checked my bag without asking me for permission. They asked me to check it because they said the flight was very cramped and full. I wanted to bring it onto the flight with me, but they refused because it was overcrowded. I asked him not to take it because I had all of my important things in there, but they asked if they could do it as a courtesy. They took the bag as a courtesy, but then charged me later.

  Business response

  02/06/2025

  Hi Zoe,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a refund for the baggage fee. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry to hear you were charged some unexpected bag fees.  
  I carefully reviewed your reservation under this confirmation number, MZ6MFB, and as I've verified, your ticket was a Basic Economy ticket. For clarification, the offer of a free checked bag is only for carry-on luggage, which is not permitted on every basic economy ticket.
   
  We apologize if this was not clearly communicated at the airport, resulting in a baggage fee.
   
  However, I am glad to know that your $65 Basic Economy Gate Checked Bag Fee has been refunded back to the original form of payment used on February 5, 2025. The process might take 7-14 business days.
  
  We appreciate your feedback. I've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.  
   
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

• Initial Complaint

  02/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a certificate balance back in 2023, of $200 due to a bad experience on a flight. The flight attendants never cleaned broken glass after someone dropped a glass cup, I got food poisoning and threw up as soon as we landed, and meal options were 'sold out' despite having paid for an upgrade.I wanted to use the credit before it expired, but called to see if they could extend the date. They said they can extend it for 30 days but I would have to call them to make the reservation. I did so, and when I was making the reservation over the phone, I asked the representative what would happen to the $200 credit in case I had to cancel the flight. They assured me that I will get the balance back despite the expiration date. The phone call took place on October 11th, 2024, apprx. 5PM EST.I ended up having to cancel the flight due to medical reasons, and now United is refusing to return the $200 certificate. They had me call them multiple times, email them twice as much, just being tossed around from department to department, until someone finally told me that I will not be getting my certificate back.United should be ashamed of not holding their end of a promise.

  Business response

  02/04/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your expired travel credit. I appreciate the opportunity to respond to your concerns.
  
  I apologize for the frustration and inconvenience you have experienced with your flight and travel certificate. It is clear that your journey with us has not met the high standards we strive to uphold,
  
  I have thoroughly reviewed your reservation with confirmation number DD54WN, and upon verification, I see that when you booked the ticket, you used an electronic travel certificate that expired on September 12, 2024. Please note that if you use a travel voucher to book a ticket and later cancel the reservation, the expiration date will be extended to one year from the date the new ticket was issued. However, if you cancel and request a refund, the travel credit will follow the original expiration date of the certificate, which is September 12, 2024. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  I understand that you want to reinstate or extend the electronic travel certificate. Regrettably, due to the expiration of the travel certificate, it is no longer valid and cannot be reinstated or extended. Also, we are unable to manually extend the validity of the travel certificate, as it is governed by the terms and conditions of the travel credit.
  
  While I can't fulfill what you originally requested, as a one-time exception and a gesture of goodwill, I will send you an electronic travel certificate, which is the same amount as the travel credit expired. 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.
  
  Please be advised that by using a travel certificate, you can book a flight before the travel credit expires, but the travel date can be beyond the validity date. This flexibility allows you to plan your travel at your convenience. You may also let your family members and/or friends use it by sharing the certificate PIN code.
  
  Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

• Initial Complaint

  02/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - July 13th 2023 I had a flight scheduled with united airlines - Due to sickness I was forced to cancel my flight several days before the flight was scheduled to leave - I had purchased a ticket that allowed me to obtain a full refund - I called their customer service in order to have my ticket refunded - The agent I spoke with convinced me to accept travel credits instead or my full refund - at the time, it was not explained that travel credits expire and that I would have no way to extend their expiration - I am now going to lose $2308 because of this expiration - I called united and explained my problem. I've been informed this is policy and sorry have a nice day

  Business response

  02/04/2025

  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.
  
  Sometimes, unexpected events arise, and I understand you may need to change or cancel your travel plans.
  
  I'm sorry for the disappointment you're feeling, and I want to explain how the decision was made.
  
  I carefully reviewed your reservation using this confirmation number, D5X7V4, and I can confirm that your ticket was a nonrefundable fare. 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. I hope this helps clear up any questions you have.
  
  I understand that you want to extend your electronic travel certificate. However, I regret to inform you that we are unable to manually extend the validity of the travel certificate, as it is governed by the terms and conditions of the travel credit. Also, please be advised that by using a travel certificate, you can book a flight before the travel credit expires, but the travel date can be beyond the validity date. This flexibility allows you to plan your travel at your convenience. Currently, our booking system allows reservations up to 365 days in advance. You may also let your family members and/or friends use it by sharing the certificate PIN code.
  
  Please be advised that even though the electronic travel certificate will expire on March 13, 2025, there's still a chance that you can still use it because we have a 30-day ***** period 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: ***************

• Initial Complaint

  02/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/2/23 I paid $1736.40 for two roundtrip tickets for me and my daughter Subria. The day before travel, Subria began experiencing debilitating flu-like symptoms and tried treating them with OTC meds/home remedies. The illness worsened overnight, failing to subside by 7:00 AM on the day of departure.On 1/12/24, I called United to discuss our options, and was told we must cancel our tickets before takeoff if we couldn't make it. With subsequent flight delays due to snow storms, we waited for Subria's health to improve in time to make the flight. But when Subria continued experiencing severe Covid-19 symptoms, she sought urgent medical attention from ********************* The Provider determined that she could not travel due to illness. So I called back to cancel the tickets, and was told that instead of a refund back to the original form of payment, we would each receive travel credit valid for one year.On 1/3/25 Subria reached out to **************** about the credits, and Agent **** *. informed her that she could submit an online refund request using the link provided. On 1/8/25, she successfully submitted the form and proper documentation for eTicket Numbers ************* and *************. When she followed-up on 1/12/25 at 2:23pm to see if REQUEST ID: ******** could be expedited, Agent ******* *. and Supervisor ******. P said that we must wait for the ************* Team to respond to the refund request for any further assistance.On 1/14/25, the Team replied: Your particular ticket is valid for transportation for one year from the date of original issue when completely unused. If the ticket has been partially used, it is valid for one year from the date travel commenced. The referenced ticket is beyond this time frame and no longer has monetary value. Therefore, we cannot issue a refund.This contradicts at least 4 prior confirmations from various agents that the credit had 1 year of validity from its date of issue on 1/12/24; and thus, refund eligible.

  Business response

  02/04/2025

  Hi *********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your travel credit and refund request. I appreciate the opportunity to respond to your concerns.
  
  Sometimes, unexpected events arise, and I understand you may need to change or cancel your travel plans.
  
  I sincerely apologize for the challenges youve faced regarding your tickets and the refund request.
  
  After carefully reviewing the ticket under confirmation number G6T618, I can confirm that the tickets were purchased on December 2, 2023. For clarification, travel credit is valid for one year from the original ticket issue date (December 2, 2023), not from the date it was canceled or the outbound travel date (January 12, 2024). Unfortunately, since the tickets have now expired, we are unable to issue a refund or reinstate the ticket value. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  While I can't fulfill what you originally requested, as a one-time exception and a gesture of goodwill, I will send you and Subria a maximum of electronic travel certificates. 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.
  
  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

  02/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip to *********** and ****** in Nov to celebrate the engagement of my daughter. We did everything right. We got to the ***************** 3 hours ahead of time, cleared TSA security with no issue, had our bags checked. When we boarded the flight we sat on the tarmac for what seemed like forever. Finally the pilot made an announcement that despite calling ahead from ****** and requesting the plane be de-iced in ********* no staff was available. When the flight finally took off and landed back at ****** we again were stuck on the plane because there was no staff to take the stairs down for us to deplane. By the time we finally got off we missed our connecting flight to ****** *********** and consequently lost my money for our first nights hotel reservation in ******. It was non refundable by the hotel rules. My daughter and I preceded to fill out form after form, call after call asking to be refunded for our missed night in the hotel. This was not a weather issue. This was not a mechanical issue. This was a staffing issue both times. United has sent several emails back refusing to refund and refusing to escalate this to higher up the chsin of command.

  Business response

  02/03/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and reimbursement request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry we didn't get you to your destination on time, and I understand how upsetting it is to miss a connection. It's always our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations.
  
  I regret to inform you that we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience, or loss of time. However, this expense may be eligible for coverage through travel insurance. If your credit card company offers this benefit, please let us know, and we will provide a flight verification letter that you can submit with your claim.
  
  While I cannot fulfill what you originally requested, I want to make things better. I will send each of 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.
  
  I'll share your feedback with the appropriate teams to improve our services.
  
  Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  United offers multiple tiers in purchasing an airline ticket. It is important to my family that we sit together on flights for various reasons. We booked months in advance and paid for seat selection. Throughout the entire check in process, we were assigned to the seats we selected. Out of nowhere, 3 of my 4 family members were moved to different seats, and other passengers were allowed to move to 2 of the seats we were scheduled to previously occupy, the aisle and window. The previously booked middle seat was kept empty. None of my moved family members were placed remotely next to each other and we were not given a reason why the move occurred. I was told that seat selection is not a guaranteed thing. If that is the case, I think the exorbitant fees that they charge to offer "seat selection" is misadvertisement and theft.

  Business response

  02/03/2025

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your seat changes and refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that your seat assignment was different from the one you originally requested. We always aim to provide families with a great travel experience, and I regret that we fell short and couldn't seat your family together.
  
  After reviewing your reservation for the flight from ****** to **** on February 1, 2025, I found that no formal seat purchase was made for your itinerary. While we do offer seat selection as part of the booking process, seat selection does not guarantee specific seating unless the option is purchased separately. As such, the seat assignments you received at check-in were subject to availability, and while we strive to accommodate passengers preferences, occasional changes may occur due to operational needs or other factors.
  
  We truly understand that this situation was disappointing, especially after the effort to book early and secure seating together. However, as there was no fee associated with purchasing specific seats, I regret to inform you that we are unable to offer a refund for seat selection.
  
  While I cannot fulfill what you originally requested, I want to make things better. I will send each of 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 honest feedback and will use it to continue improving our services. We look forward to seeing you on board in the future.
  
  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

  02/04/2025

   
  Complaint: 22883042
  
  I am rejecting this response because there is a sustained misunderstanding about the events that occurred. We booked together, we checked in together and received our boarding passes. Only after check in, with less than 24 hrs away from departure, our seats were changed. With all due respect, I completely understand the need to shuffle seats given itinerary changes, or plane changes, however in taking to multiple agents, neither of those happened.  We still have not been given a viable reason why our seat assignments would be changed AFTER check in. That is where the problem exists. Simply put, if I were to buy tickets for literally any other seated event, received those tickets (being the boarding passes) and when I arrived at the arena or whatever establishment to see those seat assignments have been changed WITHOUT notification, it would be deemed unacceptable. Why is it okay for airlines to do it?
  
  Sincerely,
  
  ******* De La Guardia

  Business response

  02/04/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your complaint about seat change. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the frustration and inconvenience caused by the unexpected change in your seat assignments after check-in. We understand that consistency and clear communication are key to a satisfactory travel experience, and it seems we have fallen short in this instance.
  
  Please be assured that it is never our intention to arbitrarily change seat assignments without a valid reason. There are various factors that might necessitate a change, such as aircraft swaps, balancing weight on the plane for safety reasons, or accommodating passengers with specific needs. Also, please be advised that seat assignments are not guaranteed until after flight departure.
  
  We want to be your airline of choice, and our efforts to improve our service are ongoing. Feedback like yours helps us focus our attention where it's needed most. I appreciate you taking the time to share this with us.
  
  Again, we apologize for any distress this has caused. We value your patronage and want to make things right. Thank you for bringing this to our attention, and we look forward to resolving this issue to your satisfaction.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  02/05/2025

   
  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.
  

  This is exhausting, they clearly have no desire to create change or recognize the distinct error in their ways. Id rather end this dialogue and call a representative and never fly United again than continue this conversation. 
  Sincerely,
  
  ******* De La Guardia

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My Wife and daughter had flight credits as outlined below, United airlines claims the credits expired on November 6th, and are "lost"!, the credit still shows up in their own system with the statement of "Begin Travel by", United Airlines has a very onerous system to redeem their flight credits, I have contacted their customer service to resolve this issue, it was first attempted to blame my 12 year old daughter that credit expired and make her contact united, I explained that my daughter is a minor and this also involves my wife, I asked to speak to high management level about this matter. At this point I would appreciate an intervention to ask the airline to refund this amount since they are unwilling to apply the flight credit and claim it expired. Thank you. Future Flight Credit Details Begin Travel ByNovember 06, 2024 Confirmation NumberO0LQJN TravelersTAIMY ORTIZWENDE$225.10 ANAISABELLA KRAUZEORTIZ$225.10

  Business response

  02/03/2025

  Hi ******,
   
  The Better Business Bureau has let United Airlines know that you have filed complaint # ******** against us regarding your request for a refund for your daughter and wife's credits. I appreciate the opportunity to respond to your concerns.
  
  Thanks for reaching out to our team about your concern, and I apologize for any inconvenience caused.
  
  For clarification, the "begin travel by date' is the same as the expiration date of the flight credit. We regret to hear that such information was not disclosed properly, leading to confusion about the expiration date of their flight credits.
  
  I understand that the expiration of their credits was not intentional, and while we cannot extend, reissue, and/or process a refund back to the card for the original ticket, we would like to accommodate you, given the situation. As a gesture of goodwill, I will be issuing travel certificates of the same value of $225.10 to each affected individual. They can use this certificate to purchase their next United or United Express flight. It will arrive via email in the next few business days.
  
  We want to be your airline of choice, and our efforts to improve our service are ongoing. Feedback like yours helps us focus our attention where it's needed most. I appreciate you taking the time to share this with us.
  
  We hope to provide you with a better experience on your next trip.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  02/04/2025

   
  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

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was suppose to fly out of ********** , ** to ****** ******** on flight UA557 at 4:15pm on 21 January 2025 it was cancelled and was sent a text that I would be flying out on the 22 January 2025 that flight was cancelled received text flight would leave on 23 January 2025 received text that it was cancelled once again finally left ********** on 24 January 2025, United airlines did not offer any assistance with lodging or food vouchers I had to pay out of pocket to stay at a motel for three nights with disabled mother United airlines asked if I could get further west and try to get on another flight out of another airport, how was I suppose to get there walk or hitchhike to another airport with luggage and mother there was a storm coming in could have gotten out if left on original flight on 21st weather did hit till after 8pm on 21 January 2025. Accrued expenses that I was not looking forward to spending now I am stuck with $ ****** charged to my credit card that I will have to try to pay off very unprofessional company not even trying to help customers with this I had no other option besides possibly driving my self back to my final destination of ********* Montana thus charging more money to my card ..,

  Business response

  02/03/2025

  Dear Mr. ******* and Ms. ****************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry to learn of your flight disruption and apologize for your unpleasant experience when you were scheduled to travel with us on January 21st and 22nd,2025.  From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines.  We realize the Gulf Coast Winter weather event affected many of our passengers and flights for January 21st and 22nd,2025. Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.  However the safety of our passengers and crew will always be our top priority. 
  
  Respectfully I regret your reimbursement request for your unexpected expenses has been declined.  Please understand, United Airlines does not reimburse or compensate when flights have been affected due to weather conditions, Air Traffic Control, or Uncontrollable Events. If you need assistance with those costs, reach out to your credit card provider or trip insurance for possible options.  However I do realize your flight experience was disappointing. Therefore as a gesture of goodwill, I will send each of you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.
  
  We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.  I truly hope your next travel plans with us delivers the seamless customer experience you deserve.Thank you again for your business.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 32240530
  BBB COMPLAINT # ********

*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. ↩