ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UA223 was cancelled on 06/18/2024 after we boarded the plane. We was put on a flight the next day. It wasn't a non-stop flight. It was a 9 hour flight. We didn't arrived home till after midnight on 06/20/2024 ( 2 days later). Then we missed our connection flight due to the flight from *********** was delayed. I am a 100% disable veteran. I missed my medical injections due to this cancelled flight and the long flight. Which caused me to be ill on the long flight back *******. We incurred a taxi fee on 06/19/2024 in the amount of $25.00 due to United didn't provide transportation to the terminal. We also incurred a parking fee of $25.00 at the airport, due to not arriving on 6/18/2024. I'M REQUESTING A FULL REFUND AND NOT CREDIT. The United staff at the ******************* is rude and unprofessional. They didn't provide information to the consumers. The male agent that was at ********* at the ************** just walked off when arrive. Due to the flight from *********** was delayed. We missed the original connection flight. He wouldn't assist us or the other patrons. He simply said scan the barcode and try to reschedule and walked off. They had no interest in helping. I have no intentions of flying with United again.

  Business response

  06/21/2024

  Dear Mr. ***** and **************,
  
  We 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 unpleasant experience when you were scheduled to travel with us on June 18th, 2024.  Based on the events and behaviors 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.
  
  Respectfully I regret your refund request has been declined as your tickets have been exchanged and 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 each of you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. In addition, I will also be sending you a check in the amount of $50.00USD to help offset your unexpected travel expense.  Please allow 7 to 10 business days for processing. Your Electronic Travel Certificates and check will be sent to the following address:
  **********************
  *****************
  
  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 MileagePlus 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. 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 *************** / 29047506
  BBB COMPLAINT # ********

  Customer response

  06/23/2024

   
  Complaint: 21876809
  
  I am rejecting this response because:

  I'm requesting a refund in writing for both tickets. I have no desire to travel via united after this catastrophe.
  
  Per RIN:2105-AF04,14CFR259, 14CFR399, *************** 49USC41713- A consumer is entitled to a refund if the airline cancels a flight or makes a significant schedule change.This circumstance also falls under the limited circumstances for non-refundable tickets.
  
  If United refuses to honor this request. A complaint will be filed with the ********** of Transportation. 
  
  I'm a 100% disable veteran. The cancellation caused my medical issues to exacerbate. I have weekly injections. I missed my injections Tuesday and Wednesday, due to not arriving back to ***** till midnight on Thursday morning. I became ill on the plane. The person sitting in the aisle seat can testify. The gentleman had to get up several times so I could go to the restroom. The flight we were rescheduled on was not nonstop as originally booked. The ticket agents at MBJ refused to assist and advised us to rebook via the app. If we were rescheduled on a nonstop flight, I would have been able to get my injection the following day. 
  
  Please explain how an Electronic Travel Certificates can be sent via mail. The key term is electronic. Therefore, it is sent electronically and not via *****  
  
  Look forward to this matter being resolved soon. 
  
  Sincerely,
  
  *************************

  Business response

  06/25/2024

  Dear **************** and **************,
  
  I am glad to receive your reply and appreciate having an opportunity to review your case. I am sorry to learn your continued disappointment regarding your flight experience. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.
  
  We have reviewed your case again and respectfully I regret your refund request has been declined.  As previously advised,your ticket has been used.  When a ticket is used, it is not eligible for a refund.  This is in compliance with U.S.Department of Transportation directives. 
  
  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The reimbursement check ($50.00USD) and certificates ($250 each) 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 June 18th, 2024 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.
  
  
  Sincere regards,
  
  ***************************
  ************* Management
  **********************
  Case ID *************** / 29121063
  BBB COMPLAINT # ********

  Customer response

  06/25/2024

   
  Complaint: 21876809
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took UA flight (UA 4) in Polaris Business Class seat from ****** to ******* on June 14th, 2024. My UA confirmation number is BSTLWL.Unfortunately, the blanket and pillow were dirty. Note that I was in UA Polaris business class seat. The dirty blanket and pillow are not acceptable at all. Although I reported this issue to UA flight attendant, I was told that they didnt have extra blankets and pillows to replace the dirty ones for my seat. I was very disappointed with the terribly poor service in UA Polaris business class cabin. Given such bad experience, I request UA to compensate me ****** miles in my UA mileage account. Please contact me by email or by phone *************) for resolution.

  Business response

  06/21/2024

  Hi ***,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your United Polaris experience for a trip to ******* on June 14, 2024. I appreciate the opportunity to respond to your concerns.
  
  Thank you for bringing this matter to our attention and sharing your experience regarding your recent flight with us. I sincerely apologize for the disappointment and inconvenience caused by the condition of the blanket and pillow in your seat.
  
  At United Airlines, we strive to provide exceptional service and ensure that our passengers experience comfort and satisfaction throughout their journey. I regret that we fell short of your expectations on this occasion, especially in our Polaris Business Class cabin, where we aim to deliver the highest standards of comfort.
   
  Our records indicate that you have previously contacted us regarding this same journey, and we continue to offer our apologies for your overall experience. Also, I see that my colleague already provided ****** miles to your MileagePlus account as compensation for the inconvenience.
  
  While I cannot fulfill what you originally requested, I know your time is valuable, and I want to make things better. I will deposit additional miles to your MileagePlus account as a goodwill gesture. The miles will be posted to your account within a few days. You may use miles from your MileagePlus account to redeem an award ticket for a future United or United Express flight.
   
  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.
   
  As a valued Premier Platinum customer, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  06/21/2024

   
  Complaint: 21874943
  
  I am rejecting this response because:

  UA representative only posted the additional ***** miles to my account. It is not reasonable or fair. I request at least additional ****** miles. 

  
  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 request for more compensation. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that the compensation we offered didn't meet your expectations. Our intention was to make this right, and I'm sorry we frustrated you. We hope you're able to use the goodwill mile to give us another chance.
  
  Regrettably, the total compensation you received was the best that we can provide and is already way above our normal guidelines.
  
  While I won't be able to honor your request for further compensation, please know that I shared your feedback with the appropriate teams.
  
  We appreciate your business and look forward to providing you with the service you deserve on a future United flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  06/25/2024

   
  Complaint: 21874943
  
  I am rejecting this response because:

  The compensation is unfair and not reasonable.
  
  Sincerely,
  
  ***********

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024 I traveled on United my check in bag less than 50lbs was returned cracked. I filed grievance they pushed the blame on the connecting flight although I booked with them and the other airline blamed United I was NEVER reimbursed for the destruction of my property. I had to get another luggage which they immediately broke the zipper, broke lock, left luggage open and dented the corner of the new luggage. They blamed tsa. *** stated if it was inspected they wouldve left a note inside. There was no note. Again United baggage claim trying to avoid liability. The baggage claims **** has been disrespectful at the airport trying to scam me avoiding responsibility for destroying my luggages. I called and wrote but no help. Only Unethical business practice. They reckless and maliciously destroyed my property. They are liable I wanted my $500 for the destruction of my property. Stop being bias and targeting me.

  Business response

  06/19/2024

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

  I am sorry to read about your damaged bags.

  Our records show that you did file a claim with our ***************************** and unfortunately they are the ones who make the decisions about damaged bags.

  If you're dissatisfied with their decision you can always reach out to them; however, they are the ones who review any baggage claims.

  We appreciate your understanding.

  Regards,

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

  Customer Care Management
  

  Customer response

  06/20/2024

  Complaint: 21871954
  
  I am rejecting this response because: They destroyed 2 luggage in less than 2 months. I lost things from inside my black luggage too. The new one that replaced the purple one they destroyed.  

  
  

  Sincerely,
  
  **********************;

  Business response

  06/24/2024

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

  Our records show that our Baggage Resolution Desk has provided you with a resolution to your case.

  We appreciate your business.

  Regards,

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

  Customer Care Management
  

   

  Customer response

  06/24/2024

   
  Complaint: 21871954
  
  I am rejecting this response because: I have not received anything in writing from the united Baggage regarding this.  This response doesnt even indicate what resolution was offered.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was traveling to ***** on 6/11/2024, I unfortunately accidentally purchased my ticket for the wrong date and did not realize it until I got to the airport. The original ticket was a one way ticket to ***** for $145. I went to the service desk and explained the situation. I spoke to the agent and she told a one way ticket was $294 which I agreed. The Miami flight was delayed and I requested to see if similar flight was going to ***************. There was a flight for the same flight thus she I agreed on the price of $294. I had a small **** on which I decided to check in to make my travel easier for $40. I gave her credit card and charge me took my luggage and gave me my boarding pass and supposed receipts. I only had ****************************************************************************** line for check point. I made it to my destination, however I log into my credit card online to and noticed two charge from united airlines one for $40 and one for $1074. I was floored. I dont know how a one way ticket from ***** to *************** in economy in the back of the plane in seat 32 turned from getting a quote for $294 leads to a charge on $1074. I called help desk and was redirected for online refund request. I made the request and received an email that my request have been denied. I ask them to show where the cost of the flight was much on that day. They says prices are dynamic they cant get that information. Unfortunately the agent knew what she was doing was fraudulent. She gave me receipt for the check bag for the $40 but did not give me any receipts for the flight. They email me one with $1074 after I made the complaint. This is very predatory. Charging unsuspecting passenger on their credit for non service rendered. I will Continue to complaint until my $780 is refunded. I never agreed and would never agreed to pay that much for a 2.5 hour flight in economy class. I could have driven and traveled another day, or get another airline.

  Business response

  06/21/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding the unexpected charge for your ticket and the request for a refund for the fare difference. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  I've reviewed your account and confirmed that the total cost of your ticket on June 11, 2024, was $1074.48. To clarify, the reason for the higher cost was that you purchased a full-fare economy ticket, which is our most expensive option. Additionally, prices tend to be higher when booked at the last minute.
  
  We apologize for any confusion caused by not clearly disclosing the correct fare at the airport. Note that there is only one charge, which covers your first checked bag at a cost of $40 for the same confirmation number of MQ6C77.
  
  On the other hand, your original ticket, amounting to $145.02, was already refunded in the form of a residual flight credit, and a cancellation fee of $49.50 was deducted from the ticket since this is a Basic Economy fare. Ill be sending you a separate email for your flight credit, and it will arrive within the next few business days. You may use this credit towards your next flight with us.
  
  As much as I would like to help, regrettably, we are unable to process a refund for the difference between the actual charge and the agents stated price, as the ticket was already used. Therefore, no value was left.
  
  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

  06/21/2024

   
  Complaint: 21871223
  
  I am rejecting this response because:

  I dont want any credit, from this airline, I purposely canceled the ticked dated 8/11/2024 because I could stomach such injustice , I am stuck paying a bill for $1074 on credit card I  never agreed to. Paying $1074 for an economy ticket. I will never use United Airlines again.  The only thing that will make whole is a refund for the difference of the quoted price of $780. If the agent was not doing anything illegal, she would have given me the receipt of the flight at the counter when she charged my credit. Again I Will never use United Airlines again. 
  
  Sincerely,
  
  ***************************

  Business response

  06/24/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding the unexpected charge for your ticket and the request for a refund for the fare difference. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry our first email didn't meet your expectations, and I apologize for any inconvenience this may have caused you.
  
  Please be advised that airline fares are dynamic in nature and may vary based on the date/time of purchase. Since the charges for your ticket are correct, we are unable to honor your request. I understand how frustrating the situation is. However, as per our policy, once a ticket has been used, we're unable to provide a refund 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 the appropriate 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

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traveled on United Airlines from EWR to CAN, May 16, 2024 with a business class ticket. This isnt the first time I traveled in business class, therefore, I know what is to be expected. On this particular day both my man and I was profiled. We were maxed at 3 drinks, which is unheard of. Again, I traveled on many airlines in business class including United itself, never experienced this encounter. So we sat and watch many other patrons order more than 3 alcoholic beverages yet we were capped. We exhibited no behavior which would warrant such. It was the most uncomfortable experience. Coming back on the 20th, we experienced two bathrooms not working on our plane, one being the one in business class therefore there were extensive lines while in flight. Considering the issues I received both going and returning home, Id like them to issue me a credit in the amount I spent, 1436, for the business class upgrade to use on future flights.

  Business response

  06/19/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience to ****** on May 16, 2024. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out to us regarding your recent travels with United Airlines. We apologize for the discomfort and inconvenience you experienced during your flights from ****** to ****** on May 16, 2024, and on your return on the 20th.
  
  We are deeply sorry to hear about your disappointment with the beverage service in business class. Our standard practice includes offering complimentary alcoholic beverages upon request rather than serving them proactively. We regret any misunderstanding or inconvenience caused if this was not clearly communicated during your journey.
  
  Regarding the issue with the bathrooms, particularly the one in business class, we understand the impact this had on your flight experience. Maintaining all amenities in optimal condition is a priority, and we apologize for any inconvenience the malfunctioning facilities may have caused.
  
  Our records indicate that you have previously contacted us regarding this same journey, and we issued an electronic travel certificate to each passenger.
  
  Since the ticket was used and the service was provided, I regret to inform you that we're unable to provide a credit for your business upgrade fee.
  
  While I won't be able to honor your request for further compensation, please know that I shared your feedback with the appropriate teams.
  
  We appreciate your business and look forward to providing you with the service you deserve on a future United flight.
  
  We thank you for your continued loyalty as a valued MileagePlus member.
  
  Regards,
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  06/20/2024

   
  Complaint: 21870804
  
  I am rejecting this response because: I requested more drinks and the flight attendant blatantly told us we were NOT allowed anymore drinks, yet, we counted several other passengers in Business class being served more drinks than us, specifically we were the only BLACK patrons in Business class on this particular day and we were capped not because we didnt ask, but because the flight attendant DENIED! 

  Ill keep moving this further and reach out to news outlets as well as we were targeted should I not receive a credit for the amount of money we spent to be targeted and rejected. 
  Sincerely,
  
  *************************

  Business response

  06/20/2024

  Hi ******,
  
  Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review.
  
  Thank you for taking the time to further explain your concerns regarding your recent flight experience. I recognize you feel the issue has not been resolved, and I am sorry you remain unhappy with this issue and regret how this experience has made you feel.
  
  Due to the nature of your case, I've escalated your concerns to our ******************** team who will be handling your case.  Please allow  a few business days for their review and response.  One of our colleagues will be contacting you soon.  Thank you for your patience and understanding.
  
  We appreciate your loyalty and look forward to welcoming you on-board a future United Airlines flight.
  
  Kind regards,
  
  Leyly  F.
  United Airlines
  Customer Care Management
  Case ID: ***************

  Customer response

  06/25/2024

   
  Complaint: 21870804
  
  I am rejecting this response because: I have yet to have our seats upgraded on our upcoming flight departing this Saturday, June 29. The same two passengers who were treat unfairly while traveling in business class. I also have yet to be contacted by a United representative nor do I see a credit for the amount we paid to be upgraded on my account. These are all options that I feel will be fair to compensate for the horrible treatment both of us received while traveling in business class last month. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to file a formal complaint against United Airlines for the appalling customer service and inconvenience I experienced during my recent travel. On June 5, I was scheduled to fly from ********* (BWI) to Pasco (PSC) with a connection in ****** (DEN) - Confirmation: HG4E9F, BWI to DEN - UA2012, DEN to PSC - UA4641.My initial flight was delayed due to technical difficulties and weather conditions. Although initially informed of a 30-minute delay, it was continually extended. By the time we landed in ******, I had missed my connecting flight. At the help desk, despite requests for additional support staff, our pleas were rudely declined. After a grueling two-hour wait, the representative's response was shockingly rude and dismissive.I was curtly informed that since the delay was weather-related, no compensation would be provided, contradicting earlier information citing technical difficulties. The representative dismissed my requests without investigation. Consequently, I was rebooked for the following day instead of the same or next day.Due to a lost ID, I was unable to leave the **************. I missed an alternative flight to ******* the same day due to United's slow response. With no choice, I booked with Alaska Airlines and spent the night at the airport, enduring discomfort, lack of sleep, and inadequate access to food and amenities.This experience was incredibly disheartening and inconvenient. Not only was I severely inconvenienced, but I was also subjected to unacceptable treatment by United Airlines staff, leading me and others to vow never to fly with them again. I cannot recommend United Airlines to anyone seeking reliable and respectful service.I am requesting a full refund for my original United Airlines flights and reimbursement for additional expenses incurred due to their inadequate customer service and mishandling of the situation. I look forward to a prompt resolution from United Airlines.

  Business response

  06/19/2024

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

  The Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your flights on June 5, 2024.

  I am sorry to read about your overall travel experience.

  Regrettably, United does not refund tickets for which the transportation was provided or offers compensation for flights delayed/cancelled due to weather.

  Please be assured that I will report your customer service concern for internal review and corrective action.

  We appreciate your understanding.

  Regards,

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

  Customer Care Management
  

  Customer response

  06/20/2024

   
  Complaint: 21870483
  
  I am rejecting this response because: Information provided initially was due to maintenance and it was accepted later from the United Customer Representative as well. 
  
  Sincerely,
  
  ***********************

  Business response

  06/24/2024

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

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

  Our records show that the predominantly cause of the delay/cancellation was due to weather.

  We appreciate your understanding.

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a disabled Veteran. All of my seats were purchased to economy plus. However after noticing my Pre TSA was not there. I called in and was rudely spoken to , hung up on and had my seats downgraded. The ticket counter person at the airport, saw it and tried to assist. She could only assign me partial way...because my other seat was filled by then. So I am requesting a refund for the upgrade I purchased. With me having a rod in my back extra leg room is a must. By the time this flight was done, my feet were so swollen from lack of circulation...I had to go to the VA hospital today to be seen.

  Business response

  06/20/2024

  Dear Mr.  ******,
  
  We received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry to learn of your unpleasant experience and apologize for your seating downgrade when you traveled with us on June 17th, 2024.  Based on the events and behaviors 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.
  
  Our records indicate that your Upgrade/Economy Plus seat had been refunded back to the original form of payment.  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 MileagePlus 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 *************** / 29031627
  BBB COMPLAINT # ********

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The severity of the situation we experienced while traveling to ***** on 5/23. Our original flight plan from **** to ****** & then to *****, we were rerouted to ****** then to ******. We were assured that the Newark connection would wait for us, but it did not, resulting in a missed connection. We received no assistance from the airline to accommodate the disrupted flights. I must highlight the appalling behavior of *******, the supervisor in wheelchair accessibility, who dismissed our request for a wheelchair for my mother, leaving her to struggle walking long distances. The lack of empathy & support provided disappointing. We endured an arduous journey from **** to ****** to ****** to **** to ****** & finally to *****, arriving on 5/24. Compounding our distress, our luggage was missing upon our arrival. Despite assurances that it would be delivered to our resort by 6 pm, this promise was broken. Despite our attempts seeking resolution from Airlines, only response we received was a $100 voucher. While a kind gesture, it in no way compensates for the extensive costs we incurred while tending to our family of 4 at 6 different airports. The disruptions were extensive. Not only did we lose a day at the resort, we missed our planned excursion, incurred additional expenses to replace toiletries, & still found ourselves without our luggage. lack of initiative from the airline to address our concerns is unacceptable. I cannot accept a mere voucher as compensation. My ********** have decided that we will never again choose United Airlines due to the dismal customer service we experienced. The neglectful treatment, the absence of assistance in tracing our luggage, & the overall lack of common courtesy have left a lasting impression on our family. Furthermore, despite Airlines' claim of having no tracking information after **********, no follow-up action has been taken. This is absolutely unacceptable, and I sincerely hope for a satisfactory resolution to these grievances.

  Business response

  06/19/2024

  Hello *******,
  
  The Better Business Bureau has shared your information with United Airlines ************************ with regard to your BBB Case # 21865567. I hope this correspondence finds you well.
  

  I've include a copy of our response from our CRO/disability manager.  Please see below: 

  Hello ******* and ******,
  
  I am sorry you had trouble when traveling to Aruba.  We strive to make travel for our customers as pleasant and seamless as possible. In this case,this did not happen.
  
  I reviewed your reservation and did see the request for wheelchair assistance,I am sorry that ******* did not help with providing wheelchair assistance for your mother.   I understand that you did attempt to self-identify as being an individual with a disability needing the assistance, then appropriate assistance should have been provided in a timely manner.   I certainly understand your disappointment.  It appears that we were in violation of federal disability regulations because we did not provide you with timely and efficient wheelchair assistance.
  Our ************************* (BRC) handles all baggage related concerns and they'll be happy to assist. If any questions or additional concerns about your baggage claim, you may contact them at the ********************************* at its 24-hour, seven-day-a-week, toll-free number (available in the U.S. and ******): 1-800-335-BAGS ***************). If you are outside of the U.S. and ******, please call **************. 
  
  We're committed to ensuring all of our customers have access to the same services. Each airport has trained agents (Complaint Resolution Officials, CRO) who are available upon request to resolve service issues for customers with disabilities. In the future, please ask for a CRO if you need assistance.
      Prior to travel, you can view information on united.com > Travel information > Special travel needs.
      You can also contact a CRO at our Accessibility Desk 24/7 at ************.
  
  ******* and ******, I assure you that it is never our intent to inconvenience our valued customers or to cause them distress of any kind. While I can't change what happened, as part of our apology, I will be sending each of you an additional electronic travel certificate for $100 valid towards your next United Airlines purchase.  I hope this is accepted in the spirit intended;as a tangible means of United acknowledging your disappointment in regards to this matter.  The certificate will be sent via e-mail within 2-4 hours. 
  
  Regards,
  
  *************************
  DOT/CRO/Disability Manager
  United Airlines
  Customer Care
  Case ID: ***************
  
  Once again, Im sorry for everything that happened. All your feedback will be used to make improvements to enhance our procedures and services.
  
  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.
  
  Thank you for your loyalty as MileagePlus customer and we welcome the opportunity to provide better service for you the next time you fly with United.
  

  Kind regards,
  
  Leyly *****
  Customer Care Management.
  Case ID: ***************
  
  
  

  Customer response

  06/19/2024

   
  Complaint: 21865567
  
  I am rejecting this response because:

   

  We request a proper resolution to this matter. A $100 voucher is not sufficient compensation for the distress caused by lost luggage on six flights for 4 passengers. United Airlines is deflecting blame to Copa Airlines, claiming they have no information beyond **********. Before our Panama boarding, the counter attendant confirmed ******'s and ******'s luggage but could not find ********* and mine on the list. The lack of satisfactory customer service is unacceptable. Due to this incident, we missed our first night at the resort, which costs well over $100 per person. I need to know who the next superior point of contact is. I've reached out to baggage multiple times, and they keep blaming Copa Airlines. This is a clear example of the runaround I am experiencing. At this point someone should be contacting me.
  
  Sincerely,
  
  *************************

  Business response

  06/20/2024

  Hi *******,
  
  Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review.
  
  I'm sorry for your continued disappointment with our goodwill gesture, and the baggage policy when other airlines are included in your itinerary.  I understand how you feel and apologize for how this experience made you feel.
  
  In regard to your baggage concerns, the final carrier in your itinerary handles all baggage irregularity issues. This is an industry-wide norm. I realize the flight delay was on United, but since Copa Airlines was the final carrier into *****, AW. all bag irregularities must be filed with them. They would complete a delayed bag file report, locate your bags and be responsible for delivering them to you. They would also handle any compensation and interim expense payments, because they collected the funds from United to transport you. It is a reciprocal agreement between the airlines regardless of who is at fault or where your travel originated.  Please contact Copa Airlines for assistance with your baggage delays.  Thank you for your understanding.
  
  As per our compensation guidelines, we have issued the maximum compensation, a total of $200.00 per passenger ( a total of $800.00), for your travel experience. The electronic travel certificates were offered not to try and negate your experiences or be measured in terms of your disappointments or as reimbursement for consequential expenses, but rather they were offered strictly as goodwill gesture, and we hope you'll accept them in the spirit intended.  
  While I won't be able to honor your request on this issue, please know that I've shared your insights with our management responsible for the issues you raised.I'll also include your feedback regarding our compensation policy and the amount offered to you. We'll make every effort to leave a better impression the next time you give us the privilege of serving you and delivering the experience you deserve.
  
  We would also 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 appreciate your loyalty. We will always be grateful for your business and look forward to a future opportunity to leave you with a positive impression of our service.
  

  Kind regards,
  

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The last complaint for the same issue filed at United Airlines on 6/12/2024 with Case ID *************** shown below was closed without resolution 6/16/2024:The same issue filed in CASE ID ***************, ***************, *************** all closed without resolution. I will file a compliant to BBB if no clear resolution date is provided. Original message I sent on 5/9/2024: I called United ******* customer service several times about the booking class eligibility issue when I requested a Star Alliance Upgrade Award using United ******* MileagePlus mileages at the website ******************************************************************************** but I still see the message "Your booking class is not eligible for upgrades." when trying to upgrade my EVA ******* flight from SFO to TPE with booking class B. Your website clearly indicates booking classes C,D,Y,B,and K are all eligible for upgrade with EVA ******* flights. Please update your Star Alliance Upgrade Awards website as soon as possible for allowing booking class B upgrades for EVA ********************** flights following United Airlines Star Alliance Upgrade Awards policy.

  Business response

  06/19/2024

  Hi *********************,
  
  The Better Business Bureau has shared your information with United Airlines ************************ with regard to your BBB Case # 21863750. I hope this correspondence finds you well.
  
  I was concerned to read of the difficulties you encountered while attempting to book your Star Alliance award upgrade for your flight with ************* BR17 from ************* to ******, ** on March 22, 2025.
  
  We want you to be satisfied throughout your entire travel experience, including booking the Star Alliance upgrade.  From what I read, it didn't start that way. We are truly sorry for the inconvenience and are actively working to correct future occurrences. I can understand your frustration. I apologize for any negative impression this may have created.
  

  While our department doesn't handle this type of request.  But, I've contacted our ********************** team for further assistance with the error message that you received in our website.  They'll have to look more in detail before we can provide you an answer. Once I receive their findings, I'll be contacting you to respond to your inquiry.  Please allow a few business days for us to review and provide a response. Thank you for your patience and understanding. 
   
  Thank you for your MileagePlus loyalty as a Premier Silver member and we look forward to giving you a more positive travel experience.
  

  Kind regards,
  
  Leyly *****
  United Airlines
  Customer Care Management
  Case ID: ***************

  Customer response

  06/23/2024

   
  Complaint: 21863750
  
  I am rejecting this response because:

  It has been exceeding the timeframe United Airlines committed to have the issue resolved stated in the response made by United Airlines.

  Unfortunately the issue is still not resolved.

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

  Business response

  06/25/2024

  Hi *********************,
  
  Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review.
  
  I recognize you feel the issue has not been resolved, and regret that you haven't been able to book your Star Alliance upgrade award on our Star Alliance partner, ***********.  I apologize for how this experience made you feel.
  
  I've contacted our Web Support team to inquire on your behalf regarding the error message you're receiving when attempting to book your Star Alliance upgrade award on your flights with ************ BR17 & BR18 on March 22, 2025,and returning on May 17, 2025. The booking class "B" to upgrade your *********** flights is a valid class of service; however, they have advised that the reason you're receiving an error message is because *********** doesn't show any Business Class seats available for award booking for the dates above mentioned.  
  
  These upgrade awards seats are capacity controlled.  This means there are limits on the number of award seats released in the Business class for each flight.  Regrettably, we don't have control of when other airlines release any upgrade award seats from their inventory.   You're welcome to periodically keep trying to check to see if the Business Class award seats becomes available.  I'm sorry any inconvenience this may have created, and we appreciate your understanding.
  
  Your feedback is important and as a liaison to our Alliance partners, I will include your feedback in my weekly customer care report to share with key members of senior management, as well as our *********************** ***********.  Your feedback is important, and I've shared it with the proper management teams to help make your future travel seamless and enjoyable.
  
  Should you have any questions regarding your online booking or anything related to our website, please contact our Web Support team at **************.They're available 24hrs. a day, 7 days a week.
  
  We appreciate your loyalty to United and our *********************** and we look forward to providing the travel experience you not only expect, but deserve, as a valued customer.
  
  Kind regards,

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

  Customer response

  06/26/2024

   
  Complaint: 21863750
  
  I am rejecting this response because:

  Since the booking class "B" to upgrade my *********** flights is a valid class of service, the error message should not indicate "Your paid booking class is not eligible for upgrades." If the reason I'm receiving an error message is because *** Airways doesn't show any Business Class seats available for award booking for the dates I requested, the "correct" error message should be something like "no upgrade award seats available" and then the correct error message can be used to work with ***********.

  Also please check with *********** if it's indeed that *********** does not have any Business Class seats available for award booking for the dates I requested. A good business company should proactively check the partner airlines (*********** in this case) and make sure your website is indeed giving your customers the correct information rather than asking your customers to check your partner **********************.

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I was on a flight from **************************** to ****************************** on May 21st 2024. The flight was operated by United Airlines (UA1127). The flight was delayed by 4 hours and 20 minutes and I have received inconsistent responses from United Airlines customer service when I requested reimbursment according to the Canadian Air Passenger Protection Regulations (APPR). Please review the attachments which include my exchange with United Airlines Customer Service.I was informed of the delay of UA1127 by text message from United Airlines, because an earlier delay impacted plane arrival (images of the text messages attached for your consideration). United Airlines never stated this was due to a safety issue in any communication until I requested compensation according to the ***** Please refer to the attached exchange with United Airlines customer service and note the initial response from United on May 30th which acknowledged the delay however they provided miles which I never consented to receiving as compensation.When I explicitly requested the $400 CAD reimbursment as per the regulations, United Airlines proceeded to use the 'safety issue' as a justification to their response; they then went on to give me a $50 travel voucher which again I never agreed to. There is a lack of transparency from the airline and they seem to use the 'safety issue' as a way to get out of compensating travelers who push for reimbursment due to significant delays. I would like to report the inconsistent communication I received from United Airlines customer service and the lack of transparency in handling requests for compensation based on the Canadian Regulations which United Airlines adhere to and have clearly posted on their website.Thank you for looking into this case

  Business response

  06/18/2024

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

  I am sorry to read that you're dissatisfied with our response regarding your flight  from ******* to ********

  Please be assured our legal department reviews these matters to ensure compliance with applicable laws and regulations. After a final review, we maintain our decision United Airlines complied with the Canada Air Passenger Protection Regulation at the time of your flight.

  We appreciate your understanding.
  

  Regards,

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

  Customer Care Management
  

  Customer response

  06/19/2024

   
  Complaint: 21860318
  
  I am rejecting this response because: 

  If there was a safety concern that delayed the flight by over 4 hours, can you please provide me the details of the nature of this safety concern? this information was never communicated to me when I was at the airport. All I got was a text message stating the incoming flight was delayed and that was it. Also, if there was a safety reason why was that not communicated? why were there no agents at the gate explaining the reason why the flight was delayed?

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

  Business response

  06/19/2024

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

  When a flight is delayed we inform customers that the flight was delayed due to a maintenance issue which most of the time is a safety issue.

  We appreciate your understanding.

  Regards,

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

  Customer Care Management
  

  Customer response

  06/25/2024

   
  Complaint: 21860318
  
  I am rejecting this response because:

  United Airlines is not answering my question. I would like to know what was the specific safety issue that caused the significant delay to flight UA1127 on May 21st? If there was truly a safety issue why was this not communicated? I have attached the messages I received from United and they did not mention a safety or maintenance issue at all and just referred to a delay. 

  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. ↩