ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked an all inclusive vacation package with United Vacations fro flight and stay. As you can see in my booking, my travel dates were supposed to be from January 3rd-7th. However, the hotel booking was only until the 6th. I had not noticed at first because every time I book my flight and stay as a package, the two usually correlate. On January 5th, the hotel informed me I was checking out the next day, which didn't make sense until I looked at the fine print of the reservations for hotel only, not flight, transportation, or COVID test. Therefor I had to pay for the extra nights stay while on my trip because I was getting no response from United Vacations while trying to figure this out on my vacation. The extra nights stay ended up being 552 ** dollars, which is much more than what I would have paid using united vacations.I kept the receipt and was emailing back and forth with customer service since I arrived back to the *******. Not only was I on hold for 2+ hours at a time, I would have to send three emails to here a response back from them over the course of days and even weeks. In the end, the situation was not resolved and I have not heard back from them after three emails and over 2 weeks. My depart from the hotel was booked on the 7th so I do not understand how the stay was only reserved until the 6th when the hotel told us we would be evicted has we not paid. I was left with no choice but to pay, but it is not something I can afford and would like reimbursement.

  Business response

  02/15/2022

  Dear Ms. ***shawarbi,
  
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
  
  BBB - 16765569
  
  I'm working to help, but I'm missing some details I need to review your request.
  
  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:
  
  You can find this information on your receipt. I'll be happy to respond once I review the information you provide.
  
  I appreciate you choosing United for your travel, and look forward to helping you soon.
  
  Regards,
  
  ***************************
  United Airlines
  ***********************
  Case ********

  Customer response

  02/15/2022

   
  Complaint: 16765569
  
  I am rejecting this response because: the business needs more information, which I am providing below. 

  Passenger name(s): Laila ************ *****************************
  MileagePlus/Frequent flyer number (if available):
  Email address: ********************* 
  Phone number: ************
  Home address: ************************************************************ style="font-size: 13.199999809265137px;">Flight number: Departure- **** Return-1043
  Flight date: Departure- 1/3/2022 Return- 1/7/2022
  Ticket number (13 digits beginning with 016): not provided (itinerary number: 5L26204U, airline confirmation: BPKCH7)
  Confirmation number:BPKCH7
  Approximate departure time: Departing: 8:59 AM Returning: 3:55 PM 
  Flight from: ****** (***)
  Flight to: ***** (AUA)
  
  Sincerely,
  
  Laila El-shawarbi

  Business response

  02/18/2022

  Dear Ms. ** Shawarbi,
   
  United Airlines has received your message from the Better Business Bureau. We welcome another opportunity to respond.
   
  BBB - #********

  Thank you for the requested information.

  I understand your concerns regarding your vacation package with United Vacations.

  Although they're our partners in travel, all inquiries specific to their services need to be directed to them for accurate and compete attention. For further assistance please call United Vacations at **************.

  In review of your confirmation number; BPKCH7, the tickets are used. Since transportation has been provided we are unable to offer compensation.

  I'm sorry we are unable to assist you with your request. We're always happy to help with your United travel arrangements.
   
  Ms. ** Shawarbi, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you and ******* onboard your next flight.
   
  Regards,
   
  ***************************
  United Airlines
  Corporate *************
  Case ********

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United Claim #PBI32094M I flew from *********, ** to *** airport in ******* on 2/11. I had ONE duffle bag beside my carry-on. When I started boarding my next flight to *************** I was instructed BY THE COUNTER ATTENDANT to place my duffle at the luggage area near the aircrafts entrance. When I arrived in WPB my duffle was missing. The attendant in WPB told me the duffle NEVER left ******* and he would have it shipped back to **************************. When I arrived in ********* yesterday the bag was not there.(2 days to send it on any of SEVERAL flights coming into ********* EVERYDAY ). There were NO attendants at the United counter in ********* for approx. 2 hours. I had to get a police officer to go to the back and retrieve a United employee to assist me. When that person did help me they told me the bag was not in *********; it couldnt be found in *** ******* and handed me atoll-free number to callits an automated service that is equivalent to maggot defication!!!!!! That bag has some expensive electronic equipment in it!!!! Not to mention my personal property.The LACK of service, LACK professionalism, and the overall ILLITERACY that is rampant at United Airlines is a disgrace and ABUSE to their customers!!! Its professional theft!!!!! ONE bag!!! ONE airport!!!! A SIMPLE task to return it to ONE airport!!! I will tell everyone in the entertainment and sales industry about this one. We fly at least 80 times per year and our company is avoiding United and we will encourage others on the entertainment circuit to do so!!Again, the IMMATURITY, LACK of SERVICE, RAMPANT ILLITERACY, LACK of PROFESSIONALISM, apparent l LAZINESS and/or THEFT is a DISGRACE and ABUSE to those of us who WORK and pay those air fares!! If they CANT instruct me on how to properly place ONE bag, and subsequently, get my bag back to me HOW DO THEY SAFELY FLY CUSTOMERS to their destinations????!!!!A DISGRACE and ABUSEMartin ********* CLAIM #PBI32094M

  Business response

  02/15/2022

  Dear Mr. *********,
  
  United Airlines has received your message from the Better Business Bureau. We welcome the opportunity to respond.
  
  BBB - ********
  
  I'm sorry your bag was delayed and for any miscommunication. I can understand your frustration.
  
  Our ************************* (***) handles all baggage- related concerns. For further assistance, please call the *** at ***************, and reference your baggage claim ID #PBI32094M. A baggage representative will be happy to assist you.
  
  We're always looking for ways to improve and your feedback is heard and appreciated. I will share your comments with the *********** team for internal review.
   
  Mr. *********, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.
   
  Regards,
  
  ***************************
  United Airlines
  Corporate *************
  Case ********
  

  Customer response

  02/18/2022

   
  Complaint: 16763926
  
  I am rejecting this response because:

  Because I only receive one response from anyone I hear from at United Airlines, "please submit a form on our website and use reference number.........etc etc etc"  Why doesn't *************************** make some direct phone calls to ******* Baggage Handling and the Baggage Warehouse and find my bag?!!!!!!!    DON'T tell me you know my frustrations!!!!    YOUR bags would be located and placed in your hand QUICKLY so you could NORMALLY resume your life.

   

  BTW, I received a call from one of your employees this past Wednesday at 8:52amCST.  She asked about my situation and then told me to "fill out the form."  Before I could ask any questions the line was disconnected.  When I called back I received a recording and have NOT heard back from anyone since!!!!!!!!!!!!!!!!!!!!!!!!!!      Your company is filled with lazy, illiterate, and dysfunctional employees.

   

  Because I am forced to resume my life I had to purchase a bag and the equivalent contents!!!!!

   

    I attached a picture of my bag.    Why don't ya'll humor me and see if YOU can locate it????????????

   

  Sincerely,

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

  Business response

  02/22/2022

  Dear **********************,
  
  United Airlines has received your message from the Better Business Bureau. We welcome another opportunity to respond.
  
  BBB - ********
  
  I'll be happy to further assist you.
  
  I've contacted the ************************* (***) on your behalf, and     
  have confirmed your Baggage claim ID #PBI32094M is pending.

  I've confirmed the *** will contact you if your bag is located.      
  
  Also, I've confirmed with the *** that you'll need to download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions. I recommend keeping copies of the completed claim form and receipts for your records.
  
  http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx
  
  For further assistance, please call the *** at ***************, and reference your baggage claim ID #PBI32094M. A baggage representative will be happy to assist you.
  
  Our ************************* (***) handles all baggage-related concerns. Please be assured your comments will be shared with our *** team for internal review.        
  **********************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.     
  

  
  Regards,
  
  Valerie ******
  United Airlines
  ***********************
  Case ********
  

  
  

  Customer response

  02/23/2022

   
  Complaint: 16763926
  
  I am rejecting this response because:

  ********, your response is EXACTLY what I have been receiving from all of you.  I already submitted the forms, called the numbers, etc.....   Also, for the record, those numbers connect to people in ***** who are reading from que cards!!!  There's a personal touch. They confirmed that they have to email the baggage department because they have no direct numbers.....  Again, world-class service there.

   

  Also, your claim process requests proof of ownership of the bag and the items contained in it.  That is ABSURB!!!   I'll make a deal with you; I"ll submit that when YOU find MY bag with MY belongings.  You are all a disgrace and a sham!!!   It's obviously a well-oiled mechanism to frustrate/demoralize anyone from obtaining their property so ya'll can sell it for MORE profit.
  
  
  
  *******************************

  Business response

  02/28/2022

  Complaint: 16763926

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

   

  We never want our customers to be separated from their luggage, but there are times when this occurs due to operational needs or unexpected situations.

  Our ************************* will be in touch with you regarding your baggage claim.  You may ask the person that you are speaking with to transfer you to a representative at the baggage office so that you can speak with someone directly handling your claim.  Another way to contact them is by email at *********************************

  I've shared your feedback with our Baggage and Operations teams so we can continue improving our services.
  
  We look forward to rebuilding your confidence in our service, and hope you'll give us the opportunity to provide you with a more positive experience in the future.

  Kind regards,
  ***********************

  Case ID:  ********

   

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had two round trip tickets with United from *** to *********** and back. On the return flight from *********** to ******* we were delayed. This caused us to miss our connection. United could not get us on another flight from ******* to *********. The United customer service working with us canceled our connection and told us they did not have anything to get us back to *** that day and found us a flight in ******** Airlines out of *******. They told us to book that flight and we could file for a refund. We have been working with them and have filed refund information several times. The flight we had to book on American Airlines cost $204.80 a ticket. They should refund that amount to us. Total cost for the rescheduled flight was $408.80. This occurred last October 2021.Flight UA 217 from *********** to *******. Delayed over 3 hours Missed our connection UA2041 from ******* to ********* Had to buy 2 tickets on ******** Airlines as per United representative that found this flight for us.Bought two tickets on American flight # **** October 14th 2021.Cost to us for AA tickets $408.80 Have not received any refund as of this date February 14th 2022.

  Business response

  02/15/2022

  Dear ****************,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
   
  BBB - #********
   
  We apologize for the change to your flight schedule and any miscommunication. I know your time is valuable and can understand your frustration.

  In these situations, our agent will offer the next available flight.
   
  In review of your confirmation number; HZV2E5, the tickets were exchanged and are used. Since there is no value left on the tickets, I won't be able to provide you with a refund.

  I hope this helps:

  ******/LESLIEJEAN - UA Ticket -   **************
                     
  UA 217 *** *** - 14OCT21 - USED          
  AA2576 *** *** - 14OCT21 - USED          
                                     
  HEATH/JACQUELINEASCHINGE  UA Ticket - 01623732215700
          
  UA 217 *** *** - 14OCT21 - USED
  AA2576 *** *** - 14OCT21 - USED
  
  I'm sorry I'm unable to access the American Airlines (AA) confirmation number; TIKVFE. You'll need to reach out to AA regarding your refund request.
   
  Your feedback is heard and appreciated. We're always looking for ways to improve and I will share your comments with the airport team for internal review.
   
  ****************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you and ********** onboard your next flight.
   
  Regards,
   
  ***************************
  United Airlines
  Corporate *************
  Case ******** 
   

  Customer response

  02/17/2022

   
  Complaint: ********
  
  I am rejecting this response because: I am adding additional documentation that our flight was cancelled and they owe us for our tickets we bought from ******** Airlines.  The first document was sent to us from Expedia on October 14 that the flight UA **** was cancelled.  The second document shows Two airline boarding passes.  The first one with ************************* you can see was printed by United for my American Airlines flight from ******* to *********. It also has the refund request # on it. The second one with *********************************** boarding pass is for her flight from ******* to *********.  I'm sure this can be checked that we were on that flight AA2576.  So, for their "Care Agent" to say all tickets were used is NOT true.  Again, I have spent hours getting the documents and turning yet more proof that they owe us $408.80 for our tickets on American Airlines.
  
  Sincerely,
  
  *************************

  Customer response

  02/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an international roundtrip ticket for my son, who used the first portion of the ticket. We cancelled his return ticket for a flight credit due to covid restrictions. United Airlines deadline for using the credit is Dec 2022. They have informed me that though I have a credit of $881, to rebook the return will cost an additional $3000. Looking at their website, a one way ticket is around $1000, and a roundtrip is a little over $800 for the desired city pairs. How does this make any sense???!!

  Business response

  02/15/2022

  Dear Ms. ****************** Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I appreciate your feedback about our ticket policy.  As you know, we do have an exchange process which allows the traveler to apply the value of the unused nonrefundable ticket toward a new ticket purchase. The air fare in effect at the time of the new ticket purchase will be charged.  Regrettably, the ************************ does not have the ability to book or modify a passenger's reservations record.  If you need assistance with applying your son's future flight credit toward a new ticket purchase, please do not hesitate to call United Reservations.
  

  Thank you for your business, and we look forward to continue serving your travel needs in 2022.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********

   

  Tell us why here...

  Customer response

  02/15/2022

   
  Complaint: 16762889
  
  I am rejecting this response because:I have repeatedly spoken at length to the reservations department and they have informed me that if using my sons travel voucher, the one way ticket would cost $3000 which makes no sense. 
  
  Sincerely,
  
  **** Deutsch

  Business response

  02/22/2022

  Dear Ms. **************** regret your dissatisfaction with our air fares. The published terms and conditions of the tickets we sell are designed to balance the needs of customers with the business needs of our company.  We sell several types of tickets with varying levels of restrictions. United, like most airlines, offers discount fares to accommodate customers who do not need the flexibility of our fully refundable, non-restricted fares. For most flights, we offer a limited number of discounted, restricted fares. Generally, the further in advance you make your reservations, the better chance you have of finding a lower fare.  Because of ever-changing market demands, airfares are not guaranteed until tickets are actually issued.

  United Airlines offers a competitive mix of fares designed to meet the various needs of our business and leisure customers. These fares range from deeply discounted fares favored by leisure travelers to unrestricted fares bearing few, if any, restrictions. Less expensive fares typically have more restrictions and less flexibility. Fares are subject to availability, and lower fares may not be available for every flight. Fares are not, however, calculated on a per ticket coupon basis. Also, please keep in mind that published fares are not determined solely by distance. There are other factors involved such as schedule, historical sales data, available inventory, local events, and competitor pricing. It is not unusual for fares to fluctuate, sometimes several times in a day.
  

  Thank you, and please be sure to contact United Reservations for further assistance with booking a new ticket.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********

  Customer response

  02/23/2022

   
  Complaint: 16762889
  
  I am rejecting this response because: United Airlines has totally sidestepped my concern. 
  
  Sincerely,
  
  **** Deutsch

  Business response

  02/23/2022

  Dear Ms. ******************* a traveler applies the value of an unused nonrefundable ticket toward a new ticket purchase, the air fare in effect at the time of the new ticket purchase will be charged.  Keep in mind that partially-used tickets are valid for one year from the outbound date of travel. You indicated that you maintain a flight credit so I refer you to United's website for more details regarding flight credits.  I hope the following URL is helpful: https://www.united.com/ual/en/us/fly/booking/flight/travel-credits.html.
  

  Thank you for your time.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********
  

   

  Customer response

  02/24/2022

  
  Complaint: 16762889
  
  I am rejecting this response because: The United website states that the credit is valid until Dec 2022 due to the covid restrictions. My son used one portion of the ticket and due to travel restrictions he did not travel until now. He should now be entitled to use the travel credit toward his upcoming trip. When I tried to apply this credit to a ticket purchase, I was told that although the current ticket price at that time was about $1000, his ticket would cost $3000 if I wanted to use the credit. This does not make sense. 
  
  Sincerely,
  
  **** Deutsch

  Business response

  03/01/2022

  Dear Ms. *********************** am providing information from United's website with regard to our future flight credits.  The following is an excerpt:
  

  Future flight credit
  

  Future flight credit can be used to book travel on United, United Express, and partner-operated flights. You can also apply future flight credit toward some non-ticket items, like Economy Plus seating, Basic Economy seat assignments and preferred seating when booking your ticket. PlusPoints upgrades can't be combined with future flight credit when booking a flight.
  

  For most tickets, future flight credit must be used for travel within 12 months of the date your original ticket was issued. Future flight credits issued on or before December 31, 2021, will be valid until December 31, 2022. Partially used tickets will be valid for one year from your outbound date of travel.
  Future flight credit issued for tickets purchased on or before August 31, 2021, can now be used to book travel for anyone, including yourself, friends, or family. Simply apply your credits online or in the app during checkout. If you cant apply your credits during checkout, please contact Reservations at **************.
  

  Youll receive future flight credit when you cancel a flight or change to a less expensive flight. It must be used for the same travelers booked on the original trip.
  

  I hope this information helps to clarify the matter.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  ********************** reference 20202393

   

   

  Tell us why here...

  Customer response

  03/01/2022

   
  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,
  
  **** Deutsch

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was impacted by the flight cancellations due to covid on 12/23. Within the first five minutes of being notified, I contacted the rebooking center, and have documentation that I was successfully rebooked on a different flight the same day (12/24). I have documented text conversation with their call center confirming this. After driving two hours and releasing my rental car on the 24th, I was informed by the ticketing desk that my seat was reassigned and I was given a flight on the 25th, and was provided no notice. I was then informed that all flights the remainder of the day were on standby with over 25 people waiting on each flight. She informed me that the only way I would not be spending the entire next ************************ the airport was to buy a first class ticket. When trying to resolve this with United, over the course of 7 conversations where I was bounced between their reservations, customer care, and refund groups, their resolution center stated that their "records showed there were open seats on flights for the entirety of the day," and that no accommodations or refunds would be made for the **** dollar additional flight I had to pay to get home. This statement was in direct conflict with what the United ticketing desk at ***** stated on 12/24.

  Business response

  02/14/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I apologize for the cancellation of United Flight 592 on December 24, 2021.  Our records do indicate you have been in contact with Uniteds ************************, and you received ****** MileagePlus miles as a goodwill gesture.
  

  A refund of the unused portion of your original ticket was issued by United Refunds, and while I understand you purchased a new First class United ticket on the day of travel, December 24, 2021, to travel with United; United Refunds did communicate to you that a refund of that new ticket would not apply because transportation was provided and completed.  
  

  We know you have a choice of airlines, and we thank you for your support as a MileagePlus member.  We look forward to continue serving your travel needs in 2022, ********************.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********Tell us why here...

  Customer response

  02/15/2022

   
  Complaint: 16761029
  
  I am rejecting this response because: i was forced to purchase a much more expensive flight after being stranded at the airport with no notice, and no other options after specifically contacting the contact center to avoid that from happening the night prior.  I will be taking this to small claims court to resolve.
  
  Sincerely,
  
  *************************

  Business response

  02/18/2022

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

  While we respect your decision, we are sorry you feel the need to seek legal representation.
  

  We wish you the best with all of your future travel, ********************.
  

  Sincerely,

  *********************
  UNITED AIRLINES
  Corporate *************
  Case ********

   

   

   

   

  Tell us why here...

• Initial Complaint

  02/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 1st September 2021 we booked a return flight from ********* to ***** which was confirmed (attached)On 20th November (almost three months later) we received an email from United that our schedule had changed and that we could either fly a day later or cancel altogether (attached). No explanation given. We checked online and learned that our previously booked flight was still scheduled. Hence there was no reason the change our schedule.Any attempt to contact United for an explanation failed.Since we had booked Hotel and connection to and from airports already we decided the only way to stay on the flight was to purchase separate seats which we did on 21. November.(attached)That "amazingly" resulted in the fact that we could actually stay on the flight we had booked in the first place. Upon our return from ***** we complained to United's customer care on 29th December that we felt "strong armed" into purchasing the seats in order to stay on our booked and confirmed flight. After some email exchanges we received an email on 14th January confirming the refund of the purchase of our seats within the next 7 - 14 business days (attached). To date we have not received the refund and any continued attempts to contact United's customer care On 3rd and 9th February failed. There is no way to contact United's customer care via phone either.

  Business response

  02/14/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and
  I apologize for your and ******************************* disappointing experience.  We know when you book a flight, you anticipate it being on schedule and make arrangements accordingly so we do understand your frustration.  Please understand Uniteds flight schedules are subject to change due to several factors such as equipment changes, weather challenges or any number of operational issues.
  

  I am sorry for any misunderstanding and that you were given the impression you were required to purchase advance seat assignments and that these purchases would be refunded.  While refunds do not apply and I cannot undo the circumstances you experienced, I am presenting you and ****************** with a $100 electronic travel certificate as a gesture of our concern. The electronic travel certificates can be used to help offset the cost of future ticket purchases with United, and you will receive the travel certificates under separate cover via email within 24 hours.
   
  Thank you for your patronage as a MileagePlus member, ****************.  We look forward to continue serving your travel needs in 2022.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********Tell us why here...

  Customer response

  02/15/2022

   
  Complaint: 16760803
  
  I am rejecting this response because:

  The point of discussion is that we already received an email that we can expect a refund 

  for the purchased seats and can expect to receive that refund 7 to 14 business days

  after that email which dated 14th January 2022 (attached again).

  The point of our complaint is that we never received that refund.

  We are not interested in any travel credits/vouchers from United but to receive the

  refund promised in writing by United "customer care" on 14th January 2022.

  Thank you

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

   

   

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

  Business response

  02/18/2022

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

  Thank you for providing clarification.  Your and ******************************* receipt information was submitted to United Refunds, and for tracking purposes, the United Refund Request numbers are ********, ********, ********, and ********.  You can check the status of the refund requests via United's website; the *** is https://www.united.com/en/us/refunds.   Please allow at least two billing cycles for the credits to appear on the credit card statement.    
  

  In the meantime, your patience is truly appreciated.  
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********

   

  Tell us why here...

  Customer response

  02/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution may be satisfactory to me - assuming of course that this time United actually keeps its promise. According to their own original email dated 14th January 2022 we should have received the refund 14 business days afterwards i.e. by the 3rd of February at the latest. We reserve the right to continue with our complaint if once again they don't refund. The language of "Please allow at least two billing cycles for the credits to appear on the credit card statement" is once again quite vague. 
  
  Sincerely,
  
  *******************************

  Customer response

  03/14/2022

   
  Complaint: 16760803
  
  I am rejecting this response because:

   

   

  Dear Madame/Sir,
  
  In answer to our complaint ID ******************************* on 2/18 agreed
  to a refund in an email to BBB (attached).
  
  As before - and the reason for our initial complaint - they haven't
  refunded so far. In fact when using the *** given by United Airlines
  on the status of the refund it says: " Refund request denied" for all
  4 refund numbers (1 sample attached).
  While it is unclear what the phrase "...two billing cycles.." means in
  terms of time for the refund to hit our account, surely it should not
  be presented as "refund request denied" on United's website. It leaves
  you with the impression that they are not going to refund.
  
  Thank you
  
  Best
  
  ****
  

  
  

  Business response

  03/19/2022

  
  Dear ***************:
  
  United Airlines has received your message from the Better Business Bureau. BBB
  I am so sorry for the confusion regarding the seemingly denial of your refund. The previous ************* manager ******* (same first name as myself), did not realize the fees had already refunded via a different system.  When she made a duplicate request (with the refund IDs you were given), the system denied it on the basis it was already refunded.
  
  You should have three refunds for $34 each and one for $24. Sometimes these may refund as one lump sum or a combination. There should have processed not too long after you traveled.
  
  I sent individual receipts to your email yesterday.  I will email you a copy of this letter in case you do not see the refunds, you can let me know directly.
  
  Thank you for your loyalty as a MileagePlus member. We look forward to having the chance to regain your confidence and providing the quality service you deserve with United Airlines.  
  
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case ********

  Customer response

  03/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm flying to ********** on a ski trip. My flight was delayed, which happens. The delay cost me my shuttle service which I have to pay again and a half day of skiing which I paid for in advance. I asked for a voucher that I could use for lunch to off set my cost and I was told that I had to be delayed 4hrs. This is my 1st time flying united, greatly disappointed at the extra ****** that it cost me.

  Business response

  02/14/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and in order to address your concerns, I kindly ask you provide additional information such as your reservation confirmation number, 13-digit ticket number beginning with the numbers 016 (provided the ticket was issued on United Airlines ticket stock), your ticketed travel date, flight number, and city pairs (origin/destination).
  

  Thank you for your cooperation.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********

  Customer response

  02/15/2022

  I was not sure to accept united response because I did not give any of my flight information: I flew from ******* to ******, ** my flight had a lay over in ******. ************* on 2-12-22 flight# ua5348.Thank you for your assistance  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business response

  02/18/2022

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

  Thank you for providing us with your ticket information.  I am sorry for your disappointing travel experience on February 12, 2022, while traveling with our United Express partner, SkyWest Airlines. United works with our United **************** to review their performance, and I have shared your feedback concerning the delay of United Express Flight **** with SkyWest Airlines. I am also sending you an electronic travel certificate which should arrive via email within 24 hours.  I hope you will give United Express another chance to restore your confidence and support.

  We appreciate your business, and we look forward to providing you with a more positive travel experience.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate *************
  Case ********
  

   

   

   

   

  Tell us why here...

  Customer response

  02/18/2022

   
  Complaint: 16760418
  
  I am rejecting this response because: i want to talk to united 1st. I had another bad experiencewith united on the way home My connecting flight home was canceled. All along i was told by united that there would be a vouxher for lodging, food, and transportation. Kept getting the run around about where to get the voucher after 4 extra hours at the ************** i fianlly got a hotel. I do not trust united they lie too much for me. Can i add this to my complaint or file a seperate complaint against united. Thank you for your assistance
  
  Sincerely,
  
  ***********************

  Business response

  02/22/2022

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

  I am sorry to learn about the cancellation you experienced on your return home.  Although the weather conditions posed a challenge for our operations on February 17, 2022, and was the reason for the cancellation of United Express Flight **** (operated by SkyWest Airlines), we appreciate your patience throughout this interruption.

  
  Please understand United does not provide complimentary hotel accommodations or reimbursement for out-of-pocket expenses which are the result of a flight delay or cancellation which is beyond the airlines' control, as was the case.  And I regret the conflicting information you received concerning this matter.  Your comments have been shared with our teams.
  

  Thank you, and we look forward to continue serving your travel needs.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********

   

  Tell us why here...

  Customer response

  02/23/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  your customer service people told me the opposite on several phone calls. Listen to the recorded conversations. You are a bunch of liars. I will never recommend your company to my employer ever. Until I am compensated I will never release the complaint.
  Sincerely,
  
  ***********************

  Business response

  02/24/2022

  Complaint: 16760418

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

  I'm sorry that we can't agree on how to best resolve this situation. We always want to reach a mutual understanding, and apologize for how this experience made you feel.
  
  While I won't be able to honor your request on this issue, please know that I shared your feedback with the appropriate teams. As we have explained previously if United Airlines were responsible for your flight delay then we would have provided you with a hotel and meal voucher.  Unfortunately your flight delay was not something that United Airlines had control over.  The compensation of a $100 Electronic Travel Certificate is the maximum compensation that we are able to provide.
  
  We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.

  Kind regards,
  ***********************

  Case ID:  ********

  Customer response

  03/01/2022

   
  Complaint: 16760418
  
  I am rejecting this response because:
  I have asked to speak to a rep from united several times with no response from united. I have also have 2nd complaint against united where I was told repeatedly by united reps on the phone lodging would be provided. United keeps calling me a liar. Let me ask united a question. If I knew that I was going to be overnight in ****** don't you think I would have gotten a hotel in ****** instead of stuck in the **** airport for an additional 4 hours. When united wants to talk about reimbursement of the money and time that was wasted then we can talk. Thanks for ****** credit I would never use on your crappy airline. I will not remove either of my complaints against united and informed my employer to drop them too
  Sincerely,
  
  ***********************

  Business response

  03/02/2022

  Complaint: 16760418

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

   

  I have thoroughly reviewed your reservation BGQR77 with ticket 0162387044853.  There are no notes in the reservation that indicate we would pay for any of your hotel of meal expenses. 

  As mentioned previously, United Airlines does not have control of the weather, and your flights were impacted due to weather and we do not offer hotel or meal vouchers for flight delays and cancellations that are not within United Airlines control.

  If you would like for me to contact you on the phone and provide the same information that has been provided to you please let me know a good contact phone number and the best time to reach you.  I will be happy to call and let you know that the flight cancellation was because of weather and that we are unable to provide hotel, food or any other compensation due to weather.
  
  We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.

  
  Kind regards,
  ***********************
  Case ID:  ********

  Customer response

  03/03/2022

   
  Complaint: 16760418
  
  I am rejecting this response because:
  my last name is *******. It's funny you offer me to speak to you but no way to actually contact you. Like I stated previously. It's not my problem that I was told multiple times that lodging, a meal, and transportation would be provided. It's not my problem that you have people working for united that make promises that they can't keep. I had a guest in my room that heard your rep tell me all of these things. Like I said, if your staff had just been honest with me I would have gotten a room instead of wasting 4hrs in the **************. Your reps made promises, live up to it.
  Sincerely,
  
  ***********************

  Business response

  03/09/2022

  
  Dear *****************:
  
  United Airlines has received your message from the Better Business Bureau. I noted you have been corresponding with a colleague of the same name, *********************.
  We appreciate you sharing your continued concerns regarding our compensation/reimbursement policies in weather events.
  We apologize for the trave disruptions on both ends of your trip. I am so sorry for contradictory information received.  We understand that customers base decisions on information received and next to safety value accuracy above all.
  While I am unable to offer cash reimbursement, I would like to make an exception and send you an additional $200 United voucher as a goodwill gesture to demonstrate good faith. This can be combined with the previous $100 voucher received and is valid for 2 years.  You do not have to travel in the two years, only redeem for travel by the expiration date.  This allows for travel opportunity into the year ****.
  I hope the additional voucher will be of some value to you,and we allow us the opportunity to win back some of your confidence. Please allow up to one business day for the voucher to arrive by email.
  Understandably no amount of goodwill can make up for the overall poor impression left with you.  However, we hope our gesture is recognized as sincere.
  We will always be grateful for your business and look forward to demonstrating we can be reliable.
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case 20240098
  

  Customer response

  03/11/2022

   
  Better Business Bureau:
  
  my address has changed. My new address is now **************************************************************************************. United needs to be more diligence with thier customer service training. I still find it incredibly odd that multiple csr told me the same thing repeatedly. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2021, I booked a round trip flight with United for $750.00 I always fly United whenever I go anywhere and never have had any issues. On the day of my flight to ***** , three hours before the flight, United canceled my flight and rescheduled it for the next day. I needed to be in ***** the same day. I immediately called **************** and they stated that if I needed to fly with another airline to save my receipt and they would compensate for the difference. The customer service rep stated she put these notes on my file and that I couldnt cancel or ask for a refund until after my return. This all occurred on 02/02/2022. I found the cheapest non stop flight (as my initial flight was nonstop) for that day. It was through American Airlines for $1,100. The United rep stated I should save my receipt and call when I return. After I returned home on my United flight I filed a United Refund request per the new representatives recommendation; however, United only refunded my $350.00. Had United canceled the flight in advance or offered a better alternative, I wouldnt have been out an additional $1100. The United Rep told me that a $500 compensation refund would be applied; however, United only approved $350. I was expecting the $350 plus the $500 for the hassle, delay, and for the additional cost. I am outraged at the ****************, especially for a repeat customer who flies with ********************** at least 5 times a year for the last 5 years. For starters and at a minimum of this hassle now, I am requesting a minimum refund of $500 for the additional cost incurred.

  Business response

  02/14/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and in order to address your concerns, I kindly ask you provide additional information such as your reservation confirmation number, 13-digit ticket number beginning with the numbers 016 (provided the ticket was issued on United Airlines ticket stock), your ticketed travel date, flight number, and city pairs (origin/destination).
  

  Thank you for your cooperation.
  

  Sincerely,
  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********
  

  Tell us why here...

  Customer response

  02/16/2022

   
  Complaint: 16760332
  
  I am rejecting this response because: United wants additional information. Confirmation number was FSW61V. No ticket was issued for the canceled flight. I was supposed to fly on Feb 2, 2022 at 5:13 from *** to ***. This was booked through Expedia on 12/01/2022 with iteinerary number 72207512835268

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

  Business response

  02/18/2022

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

  I apologize for the flight cancellation you and your family experienced with United Flight 212 from ***************** to Dallas/Forth ****** ***** on February 2, 2022. Although the weather posed a challenge for our operations and was the reason for the flight cancellation, we do appreciate your patience throughout this interruption. Your feedback has been shared with our teams to help us ensure our recovery efforts go smoothly in the future.
  

  ****************, our airport agents or Reservations representatives will help to arrange alternate transportation for you on the next available United or United Express flight in the event of a flight cancellation. If a passenger books alternate travel arrangements on his or her own, as was the case, then the passenger is responsible for all out-of-pocket expenses incurred.  While we appreciate your request for reimbursement for your new ticket purchases with another airline, please understand United does not provide reimbursement for these expenses.  Our records do reflect that you have corresponded with our ******************* and you and your family received refunds for the unused portion of your United tickets (the *****************/Dallas/Fort ****** ***** flight segment).
  

  Thank you for your patronage as a MileagePlus member, and we look forward to continue serving your and family's travel needs in 2022.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********

   

  Tell us why here...

  Customer response

  02/18/2022

   
  Complaint: 16760332
  
  I am rejecting this response because: this is not what was told to me by the sales agent, the customer service rep, and notes were supposed to be placed on my account at the time of the call. United Airlines was unable to offer a flight that was within our initial purchase which was a flight on that specific day and that was nonstop. The alternative was a day later with a layover. Furthermore, this flight was cancelled within 5 hours of takeoff. Alternative airlines were able  to offer flights for that same day. Had the agent not given me approval I would not have booked a flight with a different airline for that day as I needed to attend a family gathering that evening. The fact that United is not taking care of a return customer when this was clearly their fault is astounding and just means I will never be utilizing United Airlines again and will have to ************ counsel for a full reimbursement. 
  
  Sincerely,
  
  *********************

  Business response

  02/22/2022

  
  Dear ****************:
  United Airlines has received your message from the Better Business Bureau. BBB 16760332.
  Please accept my apology for any misunderstanding on either part to our limitations for reimbursement.
  We empathize with the urgency to travel and regret we did not have suitable alternatives on your planned day of travel. Regretfully, we are unable to reimburse funds paid to other carriers.
  We will refund the unused portion of your ticket as we did.
  Normally for weather events, out of our control, we are unable to offer compensation.  However, I am pleased we can make an exception and offer you each a goodwill gesture of a $200 United Airlines per person.
  Please allow one business day for the vouchers to arrive in one email.
  Thank you for your patronage as a MileagePlus member, and we look forward to continue serving your and family's travel needs in 2022.
  
  Sincerely,
  
  ***************************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********

  Customer response

  02/22/2022

   
  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. $200 per person travel voucher is acceptable. Thank you
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. Due to COVID we had a flight canceled and a future flight credit issued for over $1,675.20 for confirmation #M632W7. We have until the end of 2022 to use the credit, however, the credit was removed from my United account and the United website is not showing any history of the credit, the flight and/or the transaction. We've tried calling United airlines -- without any resolution to the matter. We also have another credit in the system that was canceled during Covid is for $855.60 confirmation #C9BBVE. I've tried multiple times to book a flight using that credit online and does not work. Need it fixed and/or a credit. Thanks - ***

  Business response

  02/14/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and
  I am sorry to learn about the problems you are having with using your future flight credits.  Regrettably, the ************************ does not have the ability to assist customers with booking reservations or applying flight credits to a passenger's reservations record. If you should continue to have difficulties, please do not hesitate to call United.com Web Support at ************** or send an email to ******************************* and include a screen shot.
  

  We appreciate your support as a MileagePlus member, and we look forward to continue serving your travel needs.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  ********************** Case ********
  Tell us why here...

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked and paid for business class tickets for three persons and an infant. Our flight was cancelled just a few minutes before scheduled departure while we were waiting at the gate. After much difficulty, United rebooked us in basic economy seats in the back of another plane and charged us a PREMIUM for the last-minute booking. I should be refunded the difference between what I paid for business class tickets and what I would have paid for basic economy tickets on the date I booked them. I also believe United lied about the reason for the cancellation, as they changed the "reason" several times and ultimately pointed to "poor weather conditions" to disclaim responsibility, when the weather in both Newark and Providenciales was good and other flights were not impacted by weather. More detail is included in the attached file. I have already sought compensation from United, which was denied.

  Business response

  02/14/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and
  I am sorry for the cancellation of United Flight **** on January 2, 2022.  Our records do reflect the flight was cancelled due to air traffic control congestion.
  I understand you purchased First class fares and were not accommodated in First class on the alternate flight, and I submitted your ticket information to United Refunds for further review and handling.  In the meantime, your patience is appreciated. 
  

  Thank you for your patronage as a Premier 1K MileagePlus member, **************.  We look forward to continue serving your travel needs in 2022.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  ********************** Case ********

  Customer response

  02/15/2022

   
  Complaint: 16760117
  
  I am rejecting this response because:

  United rejected my refund request. They are not still considering it, contrary to the response submitted to BBB. In addition, United has obviously lied about the reason for the cancellation in an attempt to disclaim responsibility. The response to BBB references air traffic congestion, while the rejection from the refunds department blames weather (even though there was no bad weather).

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

  Business response

  02/22/2022

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

  United Refunds calculated the difference between First and Economy class fares, and a refund of $70.20 USD per passenger was processed today (February 22, 2022) to the original form of payment (the credit card used as payment).  And our ticket records reflect a $138.80 USD was already processed to that same credit card on January 3, 2022.
  

  Thank you for allowing me to provide assistance.
  

  Sincerely,
  

  *********************
  UNITED AIRLINES
  Corporate Customer Care
  Case ********Tell us why here...

*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. ↩