Complaints

This profile includes complaints for United Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  United Airlines, Inc.

  233 S Wacker Dr 14th Fl Chicago, IL 60606-7147

• 

  United Airlines, Inc.

  PO Box 830113 Miami, FL 33283-0113

• 

  United Airlines

  900 Grand Plaza Dr Houston, TX 77067-4323

• 

  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

• 

  United Airlines, Inc.

  Philadelphia International Airport Essington Avenue Philadelphia, PA 19153

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fly with United Airlines multiple times a month. My flights have often been delayed, sometimes rescheduled for another date causing me to miss work appointments and additional expenses. I reached out to the company multiple times seeking a compensation but my requests were always denied. The delays became more frequent recently, while I understand that some delays are out of the company's control, I can't accept that the company does nothing to anticipate these delays. Furthermore, the company will insist on charging additional fees if a customer asks for an earlier flight, even though the company knows that the later flights will be delayed, and plenty of seats are available on the earlier flights.

  Business Response

  Date: 11/21/2022

  Hi ******:

  I'm so sorry to hear about your recent flights with ** and the fact that you have had some disruptions in your travel. I sincerely apologize for all the added stress and inconveniences this has caused you.

  If you have a specific situation or flight that was within our control that you would like me to review, please provide the following information:

  Please try to provide as much of the following information as you can, along with a brief summary of your submission.
  
  Passenger name(s):
  MileagePlus/Frequent flyer number (if available):
  Email address:
  Phone number:
  Home address:
  Flight number:
  Flight date:
  Ticket number (13 digits beginning with 016):
  Confirmation number:
  Approximate departure time:
  Flight from:
  Flight to:
  

  Thank you for flying United Airlines, we greatly appreciate your business.

  Regards,

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

  United Airlines

  Corporate Customer Management

  case: ********

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/24/2022 I traveled from *** to ***. When I got to *** baggage claim I grabbed my luggage from the baggage claim carousel and it was half unzipped. Upon further inspection I noticed there was a direct impact to the side of the luggage and my metal zipper was broken. Being that the zipper was impacted and broke it wasn't just a minor impact that the baggage claim employee informed me it was. For that part to break, was not handled with care and was forcefully handled to have broken the zipper like that. This occurred on my first leg of my round trip which required me to buy luggage straps ($10) to make sure my suitcase stayed close on my return flight back to BFL. I submitted a claim at the airport for the damage which they informed me that being a zipper it probably won't be covered but I could file a claim and talk to someone later on for review. **************** - I spoke with multiple people today from customer service about the damage and they all advised me the airport luggage employee wrote that it was denied so they can't change it but when I filed the claim he said they would have someone review it which now no one is willing to review it. They did offer me a $75 travel credit for inconvenience and $30 refund on my baggage fee but when I looked up the price for a similar suitcase it was $125 on sale which after tax would be $135. I'm looking to replace the suitcase as I don't want to continue to travel with it as the zipper was impacted and I don't want my contents to fall out. It will cost $135 for the suitcase and I paid $10 for luggage straps so I am looking for $145 total refund to buy a new suitcase. I'm including 3 photos which the farther back view shows how my luggage came off carousel and then close *** showing the shiny metal which confirms it was a fresh break as well as how the side of the zipper is stretched and only attached to 1 side of the zipper component.

  Business Response

  Date: 12/05/2022

  Hi *****************************:
  
  Your BBB Case # Complaint #******** was received in the **********************************************
  
  
  ****************************, upon receipt of your complaint for non-receipt of bonus miles with issuance of United credit card I have contacted the *************************** who advised that you have received the ****** bonus miles as of October 29, 2022. You have also used some of the miles awarded for a one-way ticket award reservation CNW82Y from ******* to ***** ticketed on November 1, 2022. 
  ****************************, for future reference please contact *************************** for questions, feedback, or general information regarding your Mileage Plus account or you may contact by using the form on united.com under Mileage Plus. Our service is open 7 a.m. 12 a.m. CST, 7 days a week. The telephone number is ************. If you are calling outside the U.S. and ******, please visit united.com for information on specific countries.
  
  
  We appreciate your business as a Mileage Plus member and look forward to serving you on a future United airlines flight.

  
  Regards,
  
  ****
  Customer Care Management
  Case# ********

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18349031
  
  I am rejecting this response because: the response is for someone else and not me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a redeye to *** for my sisters wedding on June 15th. We were re-routed for landing in ******, WA around 7AM. After ~10 hours of "minor delays" they finally canceled the flights. I could not leave the airport because they had my bag. Finally when the flight was canceled they still would not give the bags back. There was a 3+ hours CS line & when I finally got on the phone with someone they were so delayed in rebooking me that I missed all the alt route options. They filed a claim for me for my bag as they said they could not locate it since the plane never checked the bags back in. I had to get an Uber to DC, get a hotel, CVS toiletries, dinner, a train to *** in the AM. Then I had to uber all over *** the next day to get my bag - that illegally flew without me. I have since not only not been compensated for my expenses, but continue to get the run-around in filing tickets. I'm being taken advantage of in a time of need. They refunded only $60 of my $920 flight and nothing else. The ticket link they sent me won't accept my screenshot receipts (all i have) and they're refusing to reimburse me for anything. I even missed my sisters wedding. Just horrible.

  Business Response

  Date: 11/21/2022

  
  Dear **********************:
  
  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I am sorry to learn about your disappointing travel experience.  ***************** records do reflect you have been in contact with us, requested reimbursement for your out-of-pocket expenses, and you were advised multiple times to provide us with your receipts this way can review them and determine if any type of refund can be provided.  And you were provided with ***** MileagePlus miles as a goodwill gesture.  To this date, we have not received your receipts or a written breakdown of the costs incurred.
  
  Thank you, and we look forward to your respponse.
  
  Sincerely,
  
  *********************
  UNITED AIRLINES
  Customer Care Management
  Case ********

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2022 I booked two tickets business class for myself and my husband. At the *** airport we were harrassed by a "supervisor" subsequent flight delays of over 12 hours and when I finally arrived at my destination ALL OF MY LUGGAGE WAS MISSING. I contacted Egypt Air, Lufthansa and United Airlines. The bags finally arrived THREE DAYS LATER COMPLETELY DAMAGED BEYOND BELIEF. ALL OF MY CONTENTS WERE DESTROYED, MEDICATION, FOOD, CLOTHING WAS ALL EXPOSED TO THE OUTSIDE (during the pandemic) and all of my luggage (8 bags) were DESTROYED! Both EgyptAir and Lufthansa refused to accept responsibility EVEN though I FILED ALL baggage claims ON TIME. I contacted United Airlines and for the past 8 months I have been tossed between departments, I filed a DOT complaint several times and a "customer care" speciailist named ***** was finally assigned to the case. She gave me VERBAL confirmation, FOLLOWED BY WRITTEN EMAIS that UNITED AIRLINES would be taking FULL responsibility AND ENSURING THAT I GET THE BAGGAGE CLAIM FINANCIAL COMPENSATION IN THE AMOUNT OF $6000.00. Since then, United Airlines has been engaging in INTENTIONAL ***************

  Business Response

  Date: 11/21/2022

  Dear ********************:

  I am sorry to read about your bags.

  I see that you were issued compensation plus reimbursement of $431.00 for bag fees.

  I did not find any documentation for reimbursement of $6,000.

  In situations where bags are damaged a report must be filed at the airport so that they can see the extent of the damage.

  If you did not fill out a form at the airport, then you need to go to the link below to see if there's something that can be done.

  https://www.united.com/web/es/content/travel/baggage/damaged.aspx

  Regards,

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

  Customer Care Management

   

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18342845
  
  I am rejecting this response because I filed ALL the appropriate baggage claims ON TIME through United Airlines, Lufthansa and EgyptAir. The fraud and negligence of all of these airlines to COLLUDE and fail to take responsibility for causing irreparable PHYSICAL, EMOTIONAL and FINANCIAL DAMAGE is ASTOUNDING. I was in communication with *** ****************** since the incident happened. When I purchased the tickets I have PHYSICAL PROOF of United Airlines allotting FOUR bags PER PASSENGER, which I USED! United Airlines made a technical error in the issuance of my tickets but I was NOT aware of this error until AFTER I was harassed and intimidated by a United Airlines manager at *** who had NO CHOICE but to honor what was printed on the ticket, I escalated the situation to United Airlines REQUESTING that the situation be resolved so that I would NOT encounter the same harassment on my flight home. This was not done and I incurred an excess baggage fee of $431- which is compensation for EXCESS BAGGAGE that was RIGHTFULLY MINE to request as per the PRINTED TICKETS!
  
  
  In regards to the baggage damage and contents of those bags damage (which included my MEDICATIONS, SUPPLEMENTS AND FOOD THAT PERTAIN TO MY SPECIFIC HEALTH ISSUE) that was destroyed. I have spent no less than 7-8 months of communication with *** who reached out to me NUMEROUS TIMES on RECORDED CALLS including providing me with her PERSONAL CELL PHONE NUMBER to RESOLVE THE BAGGAGE LOSS AND CONTENT DAMAGE LOSS THAT I SUSTAINED as a result of United Airlines negligence. This is now fraud, deceit & misrepresentation. *** was supposed to have escalated the claim to baggage claims which was NOT done which I confirmed on a phone call to baggage claims. *** was supposed to issue the financial compensation for the baggage and content damage which was not done. 
  
  
  This matter is NOT resolved, and I HAVE EXHAUSTED ALL AVAILABLE OPTIONS FOR ME TO RECOUP MY FINANCIAL DAMAGE. This matter needs to be ADDRESSED APPROPRIATELY and PROFESSIONALLY AND COMPENSATION NEEDS TO BE ISSUED IMMEDIATELY AT THIS POINT. 

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

  Business Response

  Date: 12/05/2022

  Complaint: 18342845

  Dear ********************:

  As explained in our previous correspondence to you, we have issued compensation as well as reimbursement of the $431 for bag fees.

  We appreciate your understanding that any claim related to delayed or damaged bag is handled directly by our Baggage Resolution Center.  You will need to reach out to them directly at ************** or by email at ********************************* for assistance with the claim.

  We have provided information regarding the procedures when a bag is damaged.  However, I will provide that information to you below.

  In situations where bags are damaged a report must be filed at the airport so that they can see the extent of the damage.

  If you did not fill out a form at the airport,then you need to go to the link below to see if there's something that can be done.

  https://www.united.com/web/es/content/travel/baggage/damaged.aspx

  
  Best ******************************************* Management

  Case ID:  ********

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18342845
  
  I am rejecting this response because: This is incorrect information and direcrt misrepresentation and DECEIT from UNITED AIRLINES. After communicating with ***** from *************** for over 7 month, I was informed by *** that this claim would be SENT TO baggage claims with the HIGHEST importance so as to reach a resolution IMMEDIATELY. I was NEVER informed afterwards as to WHAT happened to the "status" of that "claim" that "***" submited. I subsequently called baggage claims and they had NO records, I MEAN NONE regarding the supposed claim that *** had sent over. I submitted ALL claim documentations ON TIME when the incident occured in APRIL of 2022. I have spent HOURS and DAYS following up, including communicating with *** on her own PERSONAL cell phone. What does that indicate to you? They are INTENTIONALLY misleading both the BBB and me the consumer, having me go in circles REPEATEDLY, after THEY UNITED AIRLINES directly caused me THOUSANDS in financial damage and harm, not only to my physiccal belongings but to my HEALTH. I have SEVERAL coniditons for which I prepared for travel by including them in my bags, which were DESTROYED. 

  United Airlines did NOT offer compensation for THIS issue. The $431 was THEIR OWN responsibility as their ticketing system DID NOT relfectt accurately what I bought. THat was the LEAST they could do, that compensation was for an EXPENSE i INCURRED AT THEIR OWN FAULT. 

  THEY NEED TO BE HELD RESPONSIBLE FOR MY 7 BAGS THAT WERE DAMAGED, CONTENTS DAMAGED AND MY HEALTH. 

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

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/30/2022, my fmaily and I flown UA1221 back from ********. At the boarding gate, we were asked to check out carry-ons due to full flight, so we did so. My father, who is 70 years old, left his wallet in his backpack that was checked, thinking nothing of it. When we arrived at ***, his wallet was in the backpack, but all his cash, $1100, was gone. Not a single dollar left in his wallet. He is an elderly person, living off social security so $1100 was all his money that he took on this trip and frugally couldnt spend it. For someone to go into his bag, and take the cash out just to leave him with an empty wallet is wrong. He is heartbroken. When I called United to see if there is anything they can do, all they offered was a $100 voucher, and said they are not responsible for cash. I would be completely understanding of this rule if the luggage was lost, but someone employed there literally went through his things to take out only cash, which United should be accountable for hiring someone who steals. Just because youre not responsible for cash, does not justify employees stealing. Because of rules like such, it allows employees to get away with stealing, how can I ever feel safe flying with United again?

  Business Response

  Date: 05/09/2024

  Hello Miss Sun,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your claim of pilferage from your fathers gate checked baggage.  I appreciate the opportunity to respond to your concerns.
  
  I can only imagine how disappointing it must have been when your father noticed the missing money from his checked baggage on the flight from ******** on October 30, 2022.
  
  I agree with you that this is not reflective of the level of service we want to extend to our customers. Our goal is to make travel for our customers as pleasant and seamless as possible. It is never our intention to inconvenience our customers or cause them to be dissatisfied with our service, and I sincerely apologize that we let you down.
  
  Upon review of this matter, I see that you have already contacted our ************************* about this same matter and as a goodwill gesture, you were issued a $100 electronic travel certificate on November 4, 2022.
  
  We would like to move forward in our business relationship with you, and realize you have a choice of carriers.  You have my sincere apologies for those occasions when we did not fully meet your expectations.
  
  Thank you for your business as a MileagePlus member and we hope you choose United whenever your travel plans permit.
  
  Regards,
  
  ********
  Customer Care Management
  United Airlines
  Case ID ********
  BBB ID ********

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I booked a ticket for ********************************* the spelling of the name. Confirmation npe6rl I called united to ask if I need to cancel and rebook they said no they would put a note on the ticket and I am good to go.When I came to the airport I was not let on the flight till I bought a new ticket for more money . I would like a refund of the old ticket and I would like a refund for the difference in price. At the same time my return ticket now is with a stop since the nonstop flight I had became more expensive with 40o dollars and I am scared to pay it since I do not trust United that they will refund it.Thanks

  Business Response

  Date: 12/07/2022

  Dear **************:

  I am sorry you were unable to use your original ticket.

  The confirmation code you sent is not pulling up your ticket information.

  Please send the ticket number and I will request of the unused ticket.

  Regrettably, we are unable to reimburse you for the difference of the ticket.

  We appreciate your business.

  Regards,

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

  Customer Care Management

  ********

   

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip with united out of *************** ** (either to ************ or *****(both flight details are on my member account)) and because of circumstances, they moved my flight to depart from ******** **. That wasnt a particularly horrible thing, I just had to drive to ******** to catch my flight(incurred cost). I made it to my destination late for some of the wedding festivities I was traveling for. Beyond that, now my return flight no longer served its purpose because it was to an airport that my car was no longer at and I had to incur an additional cost and use additional time to rent a car and then drive back to my car. I was promised multiple times(at least 2), once on site and once by phone(I think more by phone), that my case was being handled and I would see a credit on my account to use for future travel. I fly about ***** times a year but because that situation ****** me off so badly, I vowed to never fly united again until they rectified the situation. Fast forward to now, I remember my credit and see a flight that I need for work, and surprise, theres still no credit on my account. So they took my money. Made me Spend more. Do more. And then still didnt take care of the situation. Bummer!!

  Business Response

  Date: 12/06/2022

  Hi *******,

  We received your concern from Better Business Bureau. I'm sorry to hear about your experience when you traveled with us on 22May2019 from ***-***

  We apologize for letting you down on your recent flight. Our goal is to consistently provide a safe, on-time and seamless experience, and since this wasn't the case for your flight, we'd like to make it up to you.
  
  I'm sending an $150 electronic travel certificate which will arrive via email within a few days, and it can be used on any United or United Express flight. I hope this certificate allows us an opportunity to provide you with a better travel experience.
  
  We value your business and hope to see you on board again soon.

  kind regards

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

  Customer Care Management

  ********************** file 21814499

   

   

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 16th of Oct I have bought and paid in full two plane tickets for me and my wife for BOS-OTP and return, with one layover each, return at 6pm on the 26th. On the 30th of Oct, two weeks later, United e-mails me telling me that my return flight was changed and now I have two layovers and will come back in US at 10pm.As I have chosen these flights that were more expensive than others especially because it had only one layover per way, I was mislead by United Airlines into buying something and receiving something else, so I called them and told them I want a refund or another flight; they told me they can only give me some flight credits after charging me with THE CANCELLATION FEE. I clearly explained them that I have paid for a specific flight (1400$) and they are giving me flights that were cheaper when I booked, but I did not get any support.Please help me in receiving either another return flight with only one layover or compensation for the fact that I paid more than I should have for a two-layovers return flight and I need to get home way later than expected.Thank you in advance!

  Business Response

  Date: 12/06/2022

  Hi *****:

  I'm so sorry to hear about your upcoming trip to ******* and for the significant schedule change to your reservation. I sincerely apologize for all the added stress and inconveniences this caused you. It looks like there was a schedule change with our partner airline, Lufthansa, causing the change. We always try to avoid schedule changes, but they are sometimes unavoidable due to operational reasons.

  If you still want to explore other travel options before your trip that *** work better for you, please contact our *********************** directly at **************. However, should you not be able to make the changes and believe you are due a refund for the schedule changes, please submit a claim to our Refunds team for review. Please note that you must complete travel before any refund review on your tickets can take place. Please submit for the refund here:

  https://www.united.com/en/us/refunds

  Thank you for flying United Airlines and for being a loyal MileagePlus member. We greatly appreciate your business.

  Regards,

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

  United Airlines

  Corporate Customer Management

  Case: ********

• Initial Complaint

  Date:10/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year ago my elderly parents booked international 1st class flights on United coming to *******. They were treated horribly by the airline, denied wheelchairs, and double-charged for their tickets.We've been trying to get a refund ever since, but United just gives us the run around.Each attempt to contact them costs nearly an hour and they always find another place to send us.We would like a refund for the double charged flights and the hotel (or a hotel voucher), please.

  Business Response

  Date: 12/08/2022

  Dear Ms. *********
  
  Thank you for your email and for taking time to talk with me about your parent's planned November 7 trip. Again, let me offer our sincere apologies if we didnt provide Mr. and Mrs. ******** the quality service they have every right to expect from us.
  
  I'm so sorry that wheelchair assistance wasn't provided as expected at the United counter in *********. We never intend to inconvenience our customers or cause them to be dissatisfied with our service. While your parents were not ticketed for travel on a United Airlines flight on November 7,based on the information available, we admit to not meeting our legal obligation to provide Mr. and Mrs. ******** with adequate and timely wheelchair assistance to the Lufthansa counter in *********. The level of service you described is not consistent with our usual service.
  
  Were committed to ensuring all of our customers have access to the same facilities and services. Each airport has Complaint Resolution Officials (CRO) available upon request who are trained to resolve service issues for customers with disabilities. In the future, please ask Mr. and Mrs.******** to ask for a CRO if they need assistance.
  
  They can also contact a CRO 24/7 by calling our Accessibility Desk at **************. More information is available on united.com > Travel information > Special travel needs.
  
  Ms. ********, your family's business and satisfaction are important to United Airlines. We appreciate knowing your concerns and having the opportunity to apologize. As we discussed, I'm sending a copy of your complaint to Lufthansa so they can respond to your additional concerns.
  
  We look forward to welcoming your mother and father aboard again and trust their next travel experience will earn a more favorable review.Thank you for flying the friendly skies.
  
  Regards,
  ********** CRO and DOT Specialist
  Corporate *************
  Case ID: ***************

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18333161
  
  I am rejecting this response because: this is incorrect, my parents were ticketed for travel on a United Airlines flight on November 7, 2021.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/30/2022

  Dear BBB and customer:
  
  ********************** has received your message from the Better Business Bureau. BBB
  We responded to this inquiry back in February and have reached out to Lufthansa on your behalf at that time.
  
  
  On Tuesday, February 15, 2022, 03:39:39 PM MST, wrote:Dear Ms. ********* Thank you for your follow-up email. I am sorry that I was unable to reach you by telephone to further discuss your concerns. I apologize for the confusion. Our records do not confirm your parents were ticketed on a flight out of ********* for November 7, 2021; only United flight **** from ****** to ******. Because their tickets were issued on Lufthansa ticket stock,the United agents were unable to make changes to the ticket and they would have to correct the ticketing issue with Lufthansa. On November 7, 2021, your parents were re booked on flight 181 from ********* to ****** on November 10,2021, with a connection to flight **** from ****** to ******. Later the same day, they were re-booked for flight 59 from ********* to *************, with a connection to flight **** from ************* to ******, which are the flight on which they traveled. We appreciate your family's continued business and support. Regards, ********** CRO and DOT Specialist *********************** Case ID: ***************
  
  Recently we received a second request for an update, and we have reached out to Lufthansa again to request that on your behalf. As soon as we have more information to share, one of our Specialist will contact you directly.
  
  We appreciate your patience.
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************

• Initial Complaint

  Date:10/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  United Airlines "customer care department" has been ignoring and then delaying and stonewalling our request for reimbursement for our 3 day delay returning from ******, ******* to South ******* due to multiple flight cancellations caused by mechanical failures, staffing issues and other mysteries and unexplained factors. We were also separated from our luggage for 2 days. The United ground agents told us that we would be reimbursed for the 3 days of hotel, ground transportation, meals, clothing and pharmaceuticals that were necessitated by the multiple flight cancellations, separation from our luggage, etc. ****** regulations required UAL to pay us a 600 euro penalty each for the firs flight, which was from an ** country. These regulations specifically state that the airline is still responsible for hotels, meals etc. Then there were further cancellations and reroutings that occurred in *******. the customer care department at UAL refuses to call us by phone or give us a number to call them, and it has ignored most of our emails.Enclosed as a pdf are greater details of our ordeal with dates, flight numbers, etc.

  Business Response

  Date: 12/06/2022

  Dear **************:

  I am sorry to read about your overall experience.

  Our records show that you received the following checks:

  9/20/22 $1.223.38 for the EU compensation

  11/5/22 $73.00 for meals

  11/8/22 $219.00

  11/22/22 $40951

  We appreciate your business.

  Regards,

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

  Customer Care Management