ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 30JAN my wife and I attempted to check in at *********** for our international flight. We provided our passports, visas, and other documentation to the lady by the counter. After checking out the documents, she left to assist another customer. We are allowed 2x checked-in luggage each, so we paid for an additional bag. The rep assisting in putting tags in our bag asked again for our passports. I wondered why since they have checked our documents over 4x times already. She didn't explain herself but got irritated and placed our luggage tags on the counter, then left. A supervisor came to assist, but she, too, was very unprofessional. Upon arriving in *******, **************** and her colleague pulled us out of the boarding and said we needed to pay for 3x additional bags because our flight only allowed 1x luggage each. She and her colleagues said they would report the rep who checked us in at SEA because they were supposed to charge us for 3x bags. My wife and I made several attempts to show our boarding pass, which shows we are allowed 2x checked-in luggage each. They removed our luggage and made us wait before the flight was about to depart, allowing us to board. I started filming the interaction since it was negative, and the gentleman was very frustrated. He ordered me to stop filming and said he would NOT allow us to board unless I stopped filming. They also asked me to provide a military ID even though I made it clear during the interactions that my flight allows us 4x checked bags, and I am not using my military ID or orders. I have a video of these unprofessional interactions.

  Business response

  06/27/2024

  Dear ************,

  I'm sorry to hear about your recent experience during your recent flight from ********
  
  We expect every member of our team to provide professional service, and regret that we've fallen short. I will share your experience with our internal teams so they can follow up and review this with the employee.
  
  Thank you for taking the time to share this honest feedback. We hope you'll give us the opportunity to provide you with a more positive experience in the future.
  
  Regards,
  
  *********
  Customer Care Management
  

  Customer response

  06/27/2024

   
  Complaint: 21896690
  
  I am rejecting this response because: I am requesting a refund since your refund department denied my request but forwarded my issue to customer service, which hasn't provided a resolution. I've made several efforts to resolve this matter with your team. Below are some references. 

  United Customer Care - ***************
  ********************** Customer Care - ***************
  ********************** Customer Care - ***************
  TICKET(S): 0162359580657, 0162359580658
  REQUEST ***********
  
  Sincerely,
  
  ***************************

  Business response

  06/28/2024

  Dear ************,

  I am sorry that you're dissatisfied with my response.

  Please know that United does not refund tickets for which the transportation was provided and does not provide compensation for customer service issues.

  We report these issues for internal review and corrective action.

  We appreciate your understanding.

  Regards,

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

  Customer Care Management
  

   

  Customer response

  07/01/2024

   
  Complaint: 21896690
  
  I am rejecting this response because:  Didn't outline actions taken to address the issue. Thanks for the response and I charge you to improve your service to others. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Due to a medical emergency for a burst ovarian cyst and internal bleeding, I was prevented from flying to ****** on a flight originally scheduled for 6/19/24 and returning on 6/23/24. We submitted the doctors not indicating that I was not medically cleared to fly prior to 6/21/24 and requested a refund as a result of that. We were denied and refund and only provided a travel credit claiming that we could fly again. We are unable to ensure that we will be able to book another trip and when asked if we did not use this credit if we would be reimbursed. The company denied it. We are requesting a full refund due to the fact that the lack of travel was a medical emergency requiring surgery as documented in the uploaded note. Forcing us to find another trip despite the fact that it may be more expensive in the future or that we are unable to make it work with our schedule is not a reasonable response to this emergency. Additionally, when requesting a copy of the policy from United Airlines, they refused to provide me any copy of a policy which would indicate what specific medical information would be required in order to get a refund rather than a credit. It does not seem reasonable that a company can deny a medical claim for a refund and then refuse to provide a written policy that lays out those terms and conditions and which specific medical documentation they would need.

  Business response

  06/25/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.
  
  I'm so sorry to hear about your situation and hope for a full recovery. Moreover, we apologize for any inconvenience this may have caused.
  
  As a reliable airline, Ive created a refund request for your unused tickets. The file has been sent to our ****************** for their review, and they will contact you directly in due course. Our processing time usually takes 7-14 business days, and your request numbers are ******** and ********.
  
  We appreciate you taking the time to share your thoughts about our services. We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
  
  On behalf of our United family, please accept our well wishes. Your MileagePlus membership is greatly appreciated, and we hope to see you aboard soon when the time is right.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  06/25/2024

   
  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. Thank you for your prompt response and support with this matter.  We look forward to our next trip using United Airlines.
  
  Sincerely,
  
  ******* Del ***********************

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For my ref: ************* for flight and eticket # ************* they told me for group 6 I cant bring a book bag on. This is the second time this has happened. And I was charged $65. Please refund me for this. Please let your staff know the consistency with carry on policies. This is beyond ridiculous and unfair.

  Business response

  06/24/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request for the baggage fee. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry you were charged unexpected baggage fees. It's not our intention to inconvenience you during travel. You expected a seamless experience, and we regret any frustration we caused.
  
  I carefully reviewed your reservation under this confirmation number, PF8BER, and as I've verified, your ticket was a Basic Economy. As per United policy, for this type of ticket, checked baggage has a fee, and carry-on luggage is not permitted. Since the charges are valid, I regret to inform you that we're unable to refund the baggage fee and gate-checked bag handling fee. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  Some conditions are different when purchasing Basic Economy fares, and you can view this on our website here: ***************************************************************************************.
   
  We appreciate your feedback, and we've shared your comments with our operations team for review so we can continue to find ways to improve our services.
  
  Thank you for choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  06/24/2024

   
  Complaint: 21890737
  
  I am rejecting this response because:
  

  You guys didn't look at the photo or the e-mail. The problem is, I had 1 PERSONAL item, which was the small book bag in the photo that I attached. The rules say you can have a personal item but no carry on. They charged me for my PERSONAL ITEM and told me I cannot bring anything on the plane and a book bag was a carry on. The book bag fit the dimensions qualified for a personal item. I was charged for the personal item, not carry on (I had one thing). 

   

  So please refund for their error. 

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

  Business response

  06/25/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your refund request for the baggage fee. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry our previous email didn't meet your expectations. I apologize for any inconvenience this may have caused you.
  
  We are committed to improving our services, and I want to make things better. I have authorized a refund for the $40 checked baggage fee and the $25 gate-checked bag handling fee. We'll process a refund back to the original form of payment within 7 to 10 business days.
  
  We appreciate your feedback, and we've shared your comments with our operations team for review so we can continue to find ways to improve our services.
   
  Thank you for choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Flight conf#D2YJXP I am a single mother who was travelling with my 2 children departing ********, ** (HNL) on 6/1/24 to arrive in *******, ** (MCO) on 6/2/24 on United Airlines with one connecting flight in *******, ** (***). On 6/1 I received a text that the 7:50pm ****IAH flight would be delayed and departing at 9:30 pm. My children and I still made sure to arrive at the airport early, and was there at about 5:00 pm. While there I received 2 more text messages informing me of further departure delays of the flight from ****IAH. I spoke to a United Airlines attendant about my concern of missing the connecting flight letting him know I had already called to move the flight after the first message of the delay. He assured me that my children and I would still be able to get on one of the other 2 flights scheduled to leave *** to *** on 6/2. The ****IAH flight did not depart until after 11:45 pm and by the time we deboarded the plane we missed the connecting flight. United updated our itinerary, but instead of flying directly to MCO, my children and I would be waiting over 8 hours in the *************** to fly to ******, ** (***) before getting on a connecting flight to ***, and we would also be arriving in MCO 1-day later than scheduled. On the United app, I picked seats to ensure that my 2 children were near me on the flights and was charged for the seats. I requested a partial refund with United for the additional seat charges ($245.97) and a portion of the airfare paid on 5/11 ($783.38/person or $2,350.14) due to the 4-hour delay in ******** which resulted in us sitting in the *************** for over 8-hours, 1-additional layover, and +1-day added to the expected arrival time.

  Business response

  06/24/2024

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request and flight experience for a trip to ******* on June 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.
  
  I researched the details of your flight, and because the flight was delayed due to a mechanical issue, which caused a misconnection, I'm going to send each of you an electronic travel certificate. 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.
  
  Since your seat was used and service was provided, I regret to inform you that we're unable to refund the fees.
  
  Additionally, your request is completely understandable, given the impact on your travel plans. However, please be advised that, as per our policy, once a ticket has been used, we're unable to provide a refund or reimbursement because there is no value left on the ticket. Thank you for your understanding in this matter.
  
  We appreciate your feedback, and we've shared your comments with our operations team for review so we can continue to find ways to improve our services.
  
  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

  06/30/2024

   
  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

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  United is refusing to honor a future travel credit for the amount of $98.48 with an expiration date of May 22, 2025. They say that the had already expired even though all of the emails state 5/22/2025...

  Business response

  06/24/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your travel credit. I appreciate the opportunity to respond to your concerns.
  
  I apologize for the confusion and inconvenience you have experienced when contacting us regarding your future flight credit.
  
  I carefully reviewed your reservation under this confirmation number, DPJJ9S, and as I've verified, your future flight credit is still valid until May 22, 2024. Please be advised that our wholly unused ticket is valid for one year from the date of purchase. Hence, I regret to inform you that we're unable to issue flight credit for the new expiration. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  Thank you for your continued loyalty as a valued Premier Gold member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  06/24/2024

   
  Complaint: 21887591
  
  I am rejecting this response because: As shown in the UNited provided email and the screenshot from my UNited account. The travel credit CLEARLY shows an expiration date of  May 22, 2025. 
  
  Sincerely,
  
  ***********************

  Business response

  06/26/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your flight credit. I appreciate the opportunity to respond to your concerns.
  
  Thanks for getting back to us, and I apologize for any additional inconvenience this may have caused.
  
  Ive checked your record on this confirmation number again, DPJJ9S, and I want to assure you that your flight credit, amounting to $98.48, has an expiration of May 22, 2025. Again, I apologize for the miscommunication about the expiration date of your flight credit in the previous email.
  
  For your reference, you may check your flight credit on our website at: **************************************************************. You just have to use the confirmation number and your last name.
  
  If you need assistance using your flight credit, you may dial our reservations desk at 1-800-UNITED-1 ***************) to inquire about any other possible options.
  
  We hope this email will clarify your confusion, ******. Your understanding in this matter will be greatly appreciated, and we hope to see you aboard soon.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hope this email finds you well. I'm writing to express my frustration regarding my recent travel experience with UA. On Tues, April 30, I booked a last-minute one-way ticket to EWR for urgent office needs. However, a few hours before the flight, I received a cancellation text, causing significant inconvenience, extra expenses for hotel, transport, meals, and loss of work hours. Being a UA Card holder I went with the United flight even though it was double other competitors. While I understand unforeseen circumstances, I believe fair compensation is warranted. UA after much back and forth has only given 200$ check. My expenses out of pocket were still way more than that. I dont see where it says *** and some people below I see were granted at least $300 (which I still dont see where ***): ******************************************************************************************************* I kindly request compensation for incurred expenses beyond the amount . I was never told before booking the hotel what is the daily allowance and I even had to buy personal products for the extra over night stay which still havent been accounted for. Thank you for your attention.

  Business response

  06/24/2024

  Dear ******************,
  
  Im glad to receive your reply and appreciate having another opportunity to address your concerns and request.  I want to apologize again for your flight disruption when you were scheduled to travel with us on April 30th, 2024 and Im sorry for your flight delay on May 1st 2024.  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. Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.  We also understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind.
  
  We have reviewed your case again, and respectfully I regret your request to receive additional compensation has been declined.  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident.  The Electronic Travel Certificate ($200) and reimbursement check ($200) you previously received is tangible expression of our regret over what transpired when you traveled with us, and our gratitude for your interest in United Airlines.  We have concluded your flight experience on April 18th,2022 and will not respond to additional request for compensation. We would like to move forward with our business relationship with you and ask that you please give us another opportunity to regain your trust. Should you wish to share a different travel-related experience, please visit us at www.United.com/feedback.
  
  As ************* representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. While ********************** may be unable to meet your specific expectations, please know that we do appreciate your continued loyalty. We look forward to welcoming you on board again soon.
  
  
  Regards,
  
  ***************************
  ************* Management
  **********************
  Case ID *************** / 29105569
  BBB COMPLAINT # ********
  
  ***********************
  
  6/7/24 | 3:47 PM
  Sent to:  ****************************
  Hi Vinay,
  I'll have a check ($200.00USD) processed and sent to you by mail. The check will reach you within 21 business days.
  We appreciate your patience.
  Regards,
  ******
  *************
  Case ID: ***************
  ****************
  5/8/2024 2:02:33 PM
  Sent to:  ****************************
  Hi *****,
  I'm sorry this was your experience. We will use this information to get better.
  I researched the details of your flight and because the flight was canceled due to technical issues, I'm going to send you an electronic travel certificate in the amount of $200. You can use this certificate towards the purchase of your next United or United Express flight.It will arrive via email in the next few business days.
  Also, I'd like to make things right by offsetting some of the out-of-pocket expenses you incurred. When you have a moment, please send me your receipts. Once I review them, I will let you know what will be reimbursed.
  We appreciate you as a MileagePlus member and we hope your next journey with us is more enjoyable.
  Regards,
  Wena
  *************
  Case ID: ***************

  Customer response

  06/24/2024

   
  Better Business Bureau:
  
  Although I completely disagree that my additional out of pocket expenses are still not able to be reimbursed that arent giving me any choice the Department of transportation even outlines what needs to be reimbursed so unsure how this is legal. I dont have time going back and forth but will be noting this for future decisions on where I take my business. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to not being taken out of my carryon, and being "complained" from the crewd saying Im late then my bag needs to be checked. There should be option and freedom of choice in terms of how I want my luggage to be handled instead of only option: tag and store away.And the so call flight attendent head isnt patiently explaining things, rather he would want to threaten passenger to be escorted off the plane, how "nice"!!! And welcome to customer oriented world......

  Business response

  06/24/2024

  Hi ****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was your experience. We appreciate your feedback.
  
  Im 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:
  -Ticket number (13 digits beginning with 016):
  -Confirmation number:
  -Passenger name(s):
  
  I look forward to your reply.
  
  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: ***************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against United Airlines regarding my recent experience with booking changes and customer service issues. I had booked a roundtrip flight from ********* to ******* with United Airlines (November 21, 2024, and November 25, 2024), confirmation code GG832W. However, United Airlines made changes to my flights, including alterations to the departure times and connecting airports.Despite offering me one opportunity to change my flight, the available options were severely limited, forcing me to choose flights with substantial price differences ranging from $700 to $1100 USD. Unfortunately, these increased costs were beyond my budget, resulting in the regrettable cancellation of my family trip.When I requested a full refund due to these unforeseen circumstances and the financial burden imposed, United Airlines refused my request, which has had a profound impact on my schedule and caused considerable mental distress. The uncertainty and stress caused by these changes have affected my ability to sleep and have created undue anxiety.I believe United Airlines' handling of this situation has been unfair and has failed to meet reasonable expectations of customer service. I am seeking a resolution that includes a full refund of my ticket expenses and compensation for the inconvenience and emotional distress caused by this ordeal.

  Business response

  06/24/2024

  Dear ************,

  The Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your ticket to travel in November.

  I requested a refund of your ticket.

  Regrettably, United does not offer compensation as your flight was impacted by a schedule change.

  We appreciate your understanding.

  Regards,

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

  Customer Care Management
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A friend and I booked a trip through United airlines for her 30th birthday a minimum of 3 months in advance to ******. Our itinerary included departure from *********, nv at 6am to ******* where we had a connecting flight to ******. We arrived at ************************************* at 4am checked our luggage and proceeded through *** to soon find our flight was delayed until 630a then as 630a approached we were informed our flight had been delayed until 11:00a causing us to also miss our connection in ******* delaying our entire travel by 5+ hours. Because of the delay not only were we inconvenienced by travel time but we also missed out on a full day of paid excursions and time at our resort.

  Business response

  06/24/2024

  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 will use this information to get better.
  
  I researched the details of your flight, and because the flight was delayed for controllable reasons, I am glad to inform you that compensation in the form of miles has been issued to each of you already.
  
  While this is the best compensation we can provide, I've reviewed your situation again and will be depositing additional miles into each of your MileagePlus accounts. A separate email will confirm this within the next few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.
  
  Please be advised that we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience, or loss of time.
  
  We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  06/25/2024

   
  Complaint: 21882190
  
  I am rejecting this response because:

  The compensation offered is not acceptable or adequate in quantity (7500 pts) We had a full day wasted of our international trip that was planned and paid for months in advance which was significantly more in value and the points offered do not even cover a one way flight the next state over (for example SMF to LAS is equivalent to a15k-20k point trip on average) This is a poor and offensive attempt to compensate for the inconvenience experienced and not satisfactory at all. I would like the opportunity to express my frustration and concerns to someone in leadership. Please Advise

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

  Business response

  06/26/2024

  Hi ****,
  
  Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review.
  
  I recognize that you want this matter escalated and as such, your concerns have been forwarded to us here in the corporate offices of United Airlines.  We work directly with our senior leadership team as well as our executive officers and we are tasked with responding on their behalf.  All customer correspondence is routed to our attention for review and response.
  
  I am very sorry to learn of your disruption when your flight UA2608 on June 12th didn't operate as scheduled.  Your time is valuable, and reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.   Its our goal to provide you with an enjoyable travel experience and operate our flights as planned.
  
  Thank you for taking the time to further explain your concerns regarding your recent flight experience.  I'm sorry that our response and goodwill gestures didn't meet your expectations. I understand how you feel, and apologize for how this experience made you feel.
  
  I'm aware you've previously corresponded with our customer service colleagues, ********* & **** Mar ****, about this matter. Of which, they've apologized for the flight irregularities,offered information about the flight delays, provided each of you goodwill compensation in the form of a $150.00 electronic travel certificate, and ***** award bonus miles as goodwill compensation for the flight irregularities.
  
  We have again reviewed your request and we support our decision; we have issued the maximum compensation for your travel experience.The electronic travel certificates and bonus award miles were offered not to try and negate your experiences or be measured in terms of your disappointments, but rather they were offered strictly as goodwill gesture, and we hope you'll accept them in the spirit intended.
  
  Please note, consequential expenses such as special events, transportation or pre-paid arrangements at the destination and loss of time or wages are wholly excluded from carrier liability. We recommend that you inquire with your travel insurance or credit card provider about available coverage for these expenses.
  
  While we're unable to honor your request this time, we appreciate that you reached out.  Your feedback is important to us, and we'll continue to explore better options that'll help meet your needs.
  
  We would like to move forward with our business relationship with you and ask that you please give us another opportunity to regain your trust. Should you wish to share a different travel-related experience, please visit us at  www.United.com/feedback
  
  I appreciate this final opportunity to respond.  I understand and greatly appreciate your MileagePlus loyalty, and hope our team gets the opportunity to welcome you on board another United flight very soon
  
  Kind regards,
  

  Leyly F.
  United Airlines
  Customer Care Management
  Case ID: ***************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6, 2023, I was scheduled to fly from ******** to *******. I took an early flight as I was returning to work the following day. However, the flight was diverted to ******, and all the passengers were stuck on the plane without food or water, and there was no water in the toilets either. We were given small wipes to clean our hands. We were not even allowed to go into the airport to get something to eat. My blood sugar dropped, and as soon as I got off the plane, I had to take care of myself. I was supposed to be in ******* by 10 am but ended up reaching home at around 5 PM. This caused me to miss work the next day. I reached out to United Airlines and had an email conversation with an agent named ******. I was awarded ***** points, which barely equals $57. This is subpar customer service. I requested three times for ****** to connect me with their supervisor, but they never did.I am requesting a refund for my flight from ******** to *******. I enjoy flying with United, but I believe I should be compensated for the troubles I experienced.

  Business response

  06/21/2024

  Hi *******,
  
  I'm sorry this was your experience. We will use this information to get better.
  
  I researched the details of your flight, and because the flight from ********** on July 6, 2023, was diverted due to extreme weather, it is not eligible for compensation. However, we appreciate you as a MileagePlus member, and the compensation provided to you by my colleague was the best compensation we can provide. That was a gesture of goodwill only, given the circumstances.
  
  While I won't be able to honor your request for further compensation, please know that I shared your feedback with the appropriate teams. Moreover, after looking at your reservation, I see that your ticket was used. Since there is no value left on the ticket, I won't be able to provide you with a refund.
  
  We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  06/21/2024

   
  Complaint: 21877668
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  06/30/2024

  ******* is prone to bad weather and hurricanes during the summer, and everyone is typically notified weeks in advance. I acknowledge that ******* experienced bad weather on July 6, 2023. United Airlines is an established company, and I would expect that they have well-informed employees who would be aware of bad weather conditions at least a week in advance. In my first email exchange with a United customer service representative, it was also mentioned that the flight needed to be refueled. This suggests that there may have been a lapse in the responsibilities of either the weather or fueling departments.

  I am not a first-time flyer, and I understand that flight delays happen. They could have simply delayed the flight, allowing passengers to stay at the airport. Holding passengers on a diverted flight without food or even water in the toilet is inhumane. 
  
  I would not have gotten sick or missed work if the flight had been delayed. I would have had enough fresh air, been able to use the bathroom, and grabbed a bite to eat, which would have prevented any negative impact on my health or blood pressure. 
  
  This is a matter of principle and accountability. If the employees responsible in the weather and fueling departments had been proactive, we would not be having this conversation today. It is that simple.

  Business response

  07/01/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request and flight experience to ******* on July 6, 2023. 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.
  
  Unfortunately, we arent able to provide additional compensation in situations like these. We do our best to keep every flight on schedule every day, but factors outside of our control can still occur. In these situations, the safety of our passengers and crew members takes priority, even if that results in flight delays or cancellations.
  
  Additionally, your request is completely understandable, given the impact on your travel plans. However, please be advised that, as per our policy, once a ticket has been used, we're unable to provide a refund or reimbursement because there is no value left on the ticket. Thank you for your understanding in this matter.
  
  We appreciate your feedback, and we've shared your comments with our operations team for review so we can continue to find ways to improve our services.
   
  Thank you for choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  07/01/2024

   
  Complaint: 21877668
  
  I am rejecting this response because:

  I will be honest, this is becoming very frustrating at this point. It seems that not only the weather or fueling department is lacking responsibility, but United Airlines' customer service is also lacking professionalism.
  
  I understand it is your policy not to refund a ticket once it is used. However, it seems you are having a hard time comprehending my situation.
  
  I know I get dizzy when my blood pressure drops, and I had to go to work the next day. Do you genuinely think that if I had known I would be held up on a flight inhumanely, without food or water, and without the ability to wash my hands in the bathroom, I would have boarded that flight?

  The passengers were held up on a flight after takeoff and were alerted mid-flight that it was being diverted to ******. What did you expect me to do at that point? Jump out of a moving plane so I could say, "Hey, I didn't travel the trip, so give me a refund"?
  
  Where in your policy does it say it is acceptable not to notify passengers in advance about weather conditions, to hold passengers on a flight in an inhumane environment, and then provide awful customer service citing "policy"? 
  
  Please show me that policy.

  
  Sincerely,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩