ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traveled with United Airlines 1/21/22, and again 1/26/22. I traveled from *****, ** to *************** *******. The suitcase that I paid $35 to check was damaged (one wheel was hanging from the bottom of the suitcase, no longer functional). Since I was on vacation I fixed the suitcase to the best of my ability with some duct tape so it could make the trip back home. When I arrived at the United desk at the airport I reported to the agent that my bag was damaged, he stated "you'll need to file a claim online, there's nothing I can do". When I returned home from vacation I went online to United's website, but there is no option to file a claim. I contacted United via telephone (only option) and spoke with a customer service rep that offered me a $110 flight credit (they said that's the best they could do since I didn't file a report within 24 hours). I stated I did not want a flight credit, I wanted the suitcase that I just used for the first time for this trip to be replaced! I requested to speak with a supervisor, one was to call me back...never did. I called again 2/11/22, spoke with another customer service rep, was placed on a 45 minute hold, then hung up on. I then chatted the customer service **** and again requested a supervisor but one is never available. I just want my suitcase replaced, this should not be this difficult.

  Business response

  02/14/2022

  Dear ******************,
  
  United Airlines has received your message from the Better Business Bureau.  We welcome the opportunity to respond.
  
  BBB - ********
  
  I'm sorry for the confusion and miscommunication. It's never our intention to advise our customers incorrectly.
  
  Our ************************* handles all baggage-related concerns.
  
  I'm sorry your checked bag was damaged.      
  
  A damage report must be filed at the airport within 24 hours of your arrival so our agents can properly assess the damage. It's important to leave

  your bag tags attached. Once an agent has reviewed the damage, they'll work to resolve the situation.     
  
  
  You'll need to download and complete the baggage claim form which I've included below. You can also call **************. A baggage representative will be happy to assist you.

  I hope this helps:
  
  http://www.united.com/web/en-**/content/travel/baggage/damage.aspx
  
  Your feedback is heard and appreciated. I will share your comments with the appropriate 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,
  
  ***************************
  United Airlines
  ***********************
  Case ********        
  

  
  

  Customer response

  02/15/2022

   
  Complaint: 16756907
  
  I am rejecting this response because: the link you provided goes to a webpage that does not exist, see attached. Seemingly more runaround. I would just like my bag replaced! I'm still confused why a multi billion dollar company would argue over a suitcase that they damaged! 
  
  Sincerely,
  
  *******************************

  Business response

  02/18/2022

  Dear ******************,
   
  United Airlines has received your message from the Better Business Bureau.  We welcome another opportunity to respond.
   
  BBB - ********
   
  Our ************************* (***) handles all baggage-related concerns, as previously mentioned.
   
  Please call the *** at  **************. A baggage representative will be happy to assist you with your damaged bag.

  I'm sorry about the link to our website.

  Thank you for providing the screenshot. It's a tremendous help in identifying and resolving this issue. I will share your feedback with our Web team for internal review so we can improve our product.

  ******************, 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: 16756907
  
  I am rejecting this response because: i have

  alreqsy contacted customer service on two separate occasions regarding my bag. The first time i requested a supervisor and no one ever called back. The second time i waited on hold for 50 minutes and was hung up on, after being told they couldnt even verify i had flown on a United flight. Your company is not trying to resolve the issue, i have made several attempts to resolve the issue only to receive terrible customer service and false information. I want my bag replaced, until that happens the issue is not resolved. 
  
  Sincerely,
  
  *******************************

  Business response

  02/21/2022

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

  I understand United's ********************** did review and respond to your concerns about your baggage experience, and you were advised that you must file a damaged baggage claim within seven days of arrival at the airport.  And you stated an electronic travel certificate for $110 USD was offered to you so to bring this to an amicable conclusion, I am providing you with the $110 USD electronic travel certificate.  The electronic travel certificate can be used to help offset the cost of a future ticket purchase with United, and you will receive the travel certificate under separate cover via email within at least 24 hours. 
  

  Thank you, and we look forward to welcoming you aboard United again soon.
  

  Sincerely,
  

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

   

   

   

   

   

  Tell us why here...

  Customer response

  02/25/2022

   
  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.
  

  I dont really find this a satisfactory factory resolution since $110 isnt enough to buy a whole flight plus take a suitcase so Ill now be forced to spend more money with your company. Would that feel satisfactory to you? Your company ruined my brand new suitcase, provided incorrect information on numerous occasions when i attempted to resolve the issue, and the only resolution offered is to spend more money with your company. Why would I want to do more business with your company? Im going to accept this offer because i dont have the time to continue to go back abs forth with your terrible customer service team. Yall should really be ashamed of how you treat the people who keep your billion dollar company in business. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 5, 2022 our flight was canceled, flight# UA ****. Most passengers received hotel vouchers but we did not. UA representative told us to go online to United Airlines forward slash feedback to request our hotel reimbursement. Two days later we did. When i attempted to file the reimbursement claim on that platform a United Airlines representative told me that the cancellation was due to severe weather and denied my refund under a more specific reason of"Flight path". I have substantial evidence which indicate multiple airliners took flight in the same flight path as our canceled flight to ************** (UA ****). Many commercial airliners took flight before and after UA decided to cancel our flight. Cf. The *** **** took flight heading southeast to **************. Also, Frontier airlines Flight# *** took off from ****** heading southeast as well. I am still expecting United Airlines to take responsibility for $200 in hotel reimbursement.TICKET: 016 ********** CONFIRMATION: FK3K1H Thank you.

  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 Express Flight **** operated by SkyWest Airlines on January 5, 2022.  Our records do indicate the cancellation of the flight was due to the weather. 

  Your concern about the weather conditions and the effect it had on our operation is understandable. Occasionally conditions permit some airlines to operate their flights while other airlines may have to cancel. For example, all airlines may be told that only 50 percent of their flights in a specific city can operate. When this happens in a city where United is the primary carrier, we may have to cancel more of our flights than the other airlines in that city. Although the percentages of cancellations are comparable between the airlines, it may give you the impression that we cancelled more flights than the other carriers.
   
  It is important to note that our top-tier frequent flyers do enjoy exclusive benefits as a reward for achieving a specific Premier MileagePlus status. While we appreciate your feedback and observations concerning the distribution of hotel vouchers, we regret your disappointment with this aspect of our MileagePlus program. United does evaluate our performance on every level so our recovery efforts go smoothly in the future, and I want to let you know that I have shared your helpful comments with our teams.
   
  As with any airline, United's flight schedules are subject to change due to weather challenges or air traffic control issues. Because of this, United does not compensate customers for their loss of time or inconvenience resulting from these changes nor do we provide complimentary hotel accommodations or reimbursement for out-of-pocket expenses which are the result of a flight cancellation which is beyond an airline's control, as was the case.

  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: 16748829
  
  I am rejecting this response because:
  
  As multiple BBB complaints from consumers has stated, United Airlines dodges the questions or the customer complaint. ********************** has no respected. I will pursue my complaint on a respected platform other than here.Sincerely,
  
  *****************************

  Business response

  02/18/2022

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

  When weather hits, it impacts all of us. Inclement weather conditions are beyond our control; however, we do all we can to get you on your way as quickly as possible. Although service is our passion, safety is priority. While we regret your continued disappointment with the flight cancellation which was due to the winter weather conditions in ******, we appreciate your feedback.
  

  Sincerely,
  

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

   

   

   

   

  Tell us why here...

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally was supposed to leave on 12/20/21 but I was sick so I changed the flight to 12/23/21 (and was charged $160 for the fare difference) until I got my test results. I tested positive for COVID so I canceled the flight. The original roundtrip booking (only the return flight was canceled) was for $311.80, plus the difference in fare for the changed flight for $160 ($471.80). The credit I received was for $311.80. I didn't realize the credit was wrong until I tried to use the $311.80 credit for a new flight and they told me that because it was for a roundtrip ticket and I used the first flight, the credit was less $45 according to them even though in my account, there was a full credit of $311.80. I had also canceled another flight on 1/4 while I was still recovering. I paid $161.80 roundtrip but because I had used one of the flights, the available credit was $93.40 as reflected in my account (this is accurate). They ended up charging me an additional $27 to use the travel credits. The total credit I was owed was $311.80(original amount) + $160 (fare difference when I changed the flight) - $45 (the flight that I used) = $426.80. I havent been able to get a straight answer as to what happened and why the credit was for the original amount. The new flight I booked with the $311.80 ended up totaling $339.20 so I was charged for the difference. My complaint is that no where on their site did I see a credit for the $160 fare difference I paid so I'm still owed that amount as well as their inaccurate recording of credits.

  Business response

  02/11/2022

  Dear **********************,
   
  United Airlines has received your message from the Better Business Bureau. We welcome the opportunity to respond.
   
  BBB - ********
   
  I'm sorry for the confusion regarding your confirmation numbers: GTTV51 and HD1H8N.

  As part of the fare rules for both tickets; to make changes any fare difference will be collected.

  In review of your confirmation number; GTTV51, the original amount of the ticket purchased is $151.80. You made two changes and the fare difference collected is $160 and $27.40. The fare difference collected is applicable, and Nonrefundable.

  
  In review of your confirmation number; HD1H8N, the total purchase price is $161.80. You cancelled the return flight and your remaining credit is $93.40. To make changes you may have to pay any fare difference.
   
  Since both tickets are valid, should you need further assistance please call our Reservation team at ***************. A representative will be happy to assist you.

  With the fast-moving impact of the ******19 crisis, we're closely monitoring this situation. For more information, visit united.com and United Hub for other options on booking with flexibility, travel updates and our latest news on what we're doing to keep customers and employees safe. 
    
  **********************, we appreciate your business and loyalty. On behalf of United, we look forward to serving you onboard your next flight. 
   
  

  Regards,
   
  ***************************
  United Airlines
  Corporate *************
  Case ********

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/30/22 Made reservations for a trip to ********* for a business trip, and after receiving a email about an upcoming flight realized the flight was booked for February when trip was for March (happened that 13th in February and March both fall on a Sunday), called on Tuesday (2/8) to United customer service to try and reschedule to the correct date. Was told same flights would cost $1,100 more even though they were further out (5 weeks) that the 2 weeks for the flight booked in error. I told representative that I wanted a refund or would of asked for a credit and would rebook myself. The phone call was disconnected by the United representative not me. I expected a return call since he had all my contact infomation, but have not received one. I only fly United and expect better treatment for a being a loyal customer who travels a couple times every year and expect a return call to resolve this situation.

  Business response

  02/11/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I am sorry to learn you erred when booking your tickets on January 30, 2022, and did not discover the wrong travel date until recently. United does maintain a 24-hour flexible booking policy which allows the flexibility to make changes to select reservations within 24 hours of purchasing a ticket without incurring change fees if the purchase was made one week or more prior to the original scheduled departure flight. As such, it is important that customers double check all ticket information when they receive their printed confirmation or email acknowledgment.
  

  I understand you called United Reservations, and I apologize the phone call was disconnected.  Regrettably, the ************************ does not have the ability to book, modify, or provide any type of assistance with a passenger's reservations record. Please be sure to call United Reservations prior to the ticketed travel date for assistance and have your United reservations confirmation number on hand.  If you do not change your reservations confirmation record prior to the departure date, the value of the ticket will be forfeited and you will be assessed a $125 USD No-Show fee per ticket. 
  

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

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

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I am a ** citizen, *****************************, traveled with my wife through United Vacation in 2019 and 2021. Our last trip was 2 months ago. We traveled with the same package of documents as now. We have been very pleased with our previous travels with United. And we decided to celebrate my 50th birthday on February 13, 2022 and booked a trip with United from February 8 to 14 to the ************* in ******. I want to emphasize that it was not easy for us to book a vacation from our jobs due to the workload and the current situation with the coronovirus. And only thanks to our achivements at work and due to the fact that it is my 50th birthday, we managed to *********** days of vacation.WE HAVE NO VACATION DAYS LEFT!!!!! We booked a flight, hotel transpostation on February 1st and were happy and looking forward to our holiday. We left on February 8, after a hard day of work from ******** we arrived at ********************, parked our car in a paid parking lot 4 hours before boarding. We were very friendly and approached the United staff for a boarding pass. We provided all original documents, naming mine: The ** passport is valid until ****, my wife's passport, who is a permanent resident, her passport is valid until August 2023, and the green card that's valid until July 2023 and 2 certificates of full vaccinations + booster.We also provided confirmation H6Z2SV for flight **** and also return tickets for flight **** (Copies of documents attached below) We provided all original documents at the airport for check-in).At the check in counter when we submitted all our documents, the employee replied that we could not fly, since only ** citizens can fly, and my wife is a green card holder. We asked to explain why we cannot fly. We immediately thought that some kind of covid

  Business response

  02/11/2022

  Dear ****************,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
   
  BBB - 16749928
   
  I'm sorry about your experience. I can understand your frustration. 
   
  In review of your confirmation number; H6Z2SV, the tickets were purchased via an outside source on a consolidator web site, and a refund was requested. You'll need to directly reach out to the travel agency on that particular web site regarding your refund request.
   
  Your feedback is heard and appreciated. I will pass along your comments to the airport team in ******* for internal review.
   
  With the fast-moving impact of the ******19 crisis, we're closely monitoring this situation. For more information, visit united.com and United Hub for other options on booking with flexibility, travel updates and our latest news on what we're doing to keep customers and employees safe.
   
  ****************, we appreciate your business and loyalty. On behalf of United, we look forward to serving you and ****** onboard a future United Airlines flight.
   
  Regards,
   
  ***************************
  United Airlines
  Corporate Customer Care
  Case ********

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We flew United Airlines last month and experienced horrific trips to and from our vacation location and hours and hours long delays, lost luggage for almost three quarters of our trip and many, many lies from customer service and a total disregard for customers and human beings in general. Here is a topline list of what we experienced from United:The lack of communication at BOTH airports surrounding the days of BOTH legs of our trip from customer service was inexplicable. The malfunction of the aircraft's 'gas' flap' was not a 'weather related' incident.The cancellation of my *** to EGE flight was not a 'weather related' incident.The pilots not explaining we were headed to ****** on my return leg to *** to change out the pilots and staff when we lead to believe we were headed to Newark was all United's fault.The lost bagged was United's fault.The countless hours spent on hold over a 5 day period (which I can supply phone records) trying to locate our bags.The false emails and false text messages that our bags are on their way or have arrived at EGE felt like intentional misinformation to get us off the phone.The out of pocket expenses of $3000 (which I can produce all receipts) to salvage the last 3 days of our vacation is lost.I can go on and on and on and can provide a nine page detailed account of what we had to endure from United Airlines total incompetence.We have contacted United but they seem not to understand the emotional distress and financial cost not to mention the lost vacation due to their complete negligence on almost every level. However, they didn't even nearly cover their failure as a business to make this situation right for us--as though we did not matter at all.

  Business response

  02/11/2022

  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 December 26, 2021.  I know that flight irregularities of any kind do cause major inconveniences for our customers, and we certainly do not question the feelings of frustration that can arise as a result.  We wish we could guarantee that planes would always depart on time and cancellations or flight delays just would not happen. Regrettably, the airline industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis.  In this case, United Flight **** was cancelled due to the weather.  This type of flight cancellation is beyond an airline's control.
  

  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. Please understand that limited flight availability during inclement weather situations cannot be avoided and United does not provide complimentary hotel and meal accommodations, compensate, or provide reimbursement for any out-of-pocket expenses customers incur for flight delays or cancellations which are beyond the airlines' control.  And United does not reimburse passengers for unused prepaid hotel accommodations, special events, or ground transportation at their destination nor do we absorb any additional costs passengers may incur once they have reached their ticketed destination.  Our records reflect you already contacted ************* and you and your family were provided with ****** MileagePlus miles per person as a goodwill gesture.  We do hope you will apply the miles toward future travel with United.
  

  Thank you for your and family's patronage as MileagePlus members.  We look forward to continue serving your travel needs in 2022. 

  Sincerely,
  

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

  Customer response

  02/12/2022

   
  Complaint: 16751496
  
  I am rejecting this response because:

   

  We had to secure a hotel room that we did not plan for car from the airport to the hotel because of their negligence.  They also lost our luggage while it was in their control when they canceled our flights again and again and again.  We did not receive all of our luggage that was in their possession for five days.  And the repeated lies from their customer service was unacceptable on every level.  They had an obligation to deliver our bags to us.  All of them.  The expenses incurred by us due to the fact that we did not have our bags was entirely their fault.  !***** miles for each of us in our family is a joke.  We can't even use them for a one way trip to anywhere.  We expect to be made complete.  Because right now we believe they are not understanding the total disregard this company has for human beings and it is a total disgrace.  Five days without our bags is not reasonable or acceptable on any level.  We cannot believe the BBB would accept repeated lying from a big company by United airlines.  That is not acceptable and 1***** doesn't come close to the abuse we suffered when we stepped foot on a United plane.  Their incompetence and useless app are not adequate at a minimum.  We need to be compensate not just for the flights by the entire days where we had to wait on United and their lies and they hours on hold waiting for our calls to be picked up.  How do you compensate for all the lying?

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

  Business response

  02/16/2022

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

  I am sorry to learn about the baggage delay. I know you have been in contact with the ************************* regarding claim DEN47987M, and on December 28, 2021, the ************************* offered to pay for your interim checked baggage expenses while we searched for your bags and also offered you a $100 electronic travel certificate.  While we regret your continued disappointment with the Baggage Resolution's efforts in rectifying this matter, we do appreciate your feedback.
  

  Thank you for your time.
  

  Sincerely,
  

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

  Tell us why here...

  Customer response

  02/17/2022

   
  Complaint: 16751496
  
  I am rejecting this response because:

   

  They had out bags for 5 days and lied again and again and again in text and on the phone about when we could expect the bags.  The $100 dollars barely covered cost of extra underwear.  We will need the BBB to explain to us how it is acceptable for a large corporation like United to lie to us about luggage they lost and did not return in total for five days is ok?  And how only ****** points covers even a one way trip.  Emotional aguish aside United has to step up their points and vouchers or we will need to go beyond the BBB and take our case to social media.  Because we would not want any family to suffer the abuse that a large company like United seems to have the superiority to dish out to paying customers.  It is not right.  They messed up our flight out and back and lost our luggage for five days.  And they lied about all of their ineptitude at every step of the way.  ****** points and $100 hardly cover that.  We need the BBB to fight for us and to not let this corporation off the hook with such a meager refund after what they put us through because of their company's massive shortfalls.  And they better show us they care about how they tortured us for nearly a 24 hour trip out--plus the extra night we had to stay in ******--and a nearly ***************************************** between.  And the lying is the most sickening thing about all of it.

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

  Business response

  02/22/2022

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

  I sincerely wish that I could undo the circumstances you and your family experienced. ************* works in partnership with senior leadership to ensure that customers' concerns are brought to the appropriate management's attention, service issues are identified, and solutions are developed and implemented. I would like to reassure you that your helpful comments have been shared with our **************** and *************** teams.
  

  I do hope you and your family will use the MileagePlus miles you received as a goodwill gesture. Our MileagePlus program offers innovative ways to earn and use award miles from flights in United's global network to once-in-a-lifetime experiences and the latest in entertainment. Please be sure to visit our website at www.united.com/mileageplus for more ways to earn and use miles. 
  

  Sincerely,
  

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

  Customer response

  02/24/2022

   
  Complaint: 16751496
  
  I am rejecting this response because:

  United owes us points for a flight out and back x3 to cover our family to start.  Our final destination was to ****.  We were deposited in ****** on our way out without our bags.  We were not given any vouchers for an overnight hotel or any vouchers for a shuttle to Vail.  We were repeatedly lied to after hours waiting and dealing with customer service and the app, which badly needs to be updated, to find out when United would deliver our luggage.  It took five days to get all four pieces.  When we left Vail there was a mechanical issue.  Instead of shuttling us to ****** they had us wait all day and into the night to tell us we would fly out--where? we did not know.  United filled the plan with passengers with a crew that had been "clocked out."  When we landed in ****** late into the night from a flight that should have taken off that morning, the head flight attendant got on the speaker and had a meltdown.  Frankly who could blame here since the work conditions United put her in were unmanageable for even a military commander.  United put their crew and passengers in an unsafe situation.  And they are not sorry about it.  $100 for three people and ****** points each doesn't even begin to cover their ineptitude and extreme disregard they have for human beings.  They will need to cover their failures and live up to their responsibility as a major corporation and cover enough points for the upgraded leg room trip out and back.  And compensate for the vouchers they should have provided us when we were deposited in ******--not our final destination--without our luggage.  Please do not have them respond with an insincere apology.  They flew us on a plane with a "clocked out" crew.   The crew was also stuck in Vail for the twelve hours just like us. The *** needs to be informed of that.  I expect the BBB to help us inform the rest of society that United Airlines will do anything they have to in order to not compensate customers for their failures.  They have to be held to account for that.  And compensating us with the right amount of points is only a start.  Frankly they should have to make their CEO and Board take the same trip we had to take--that amounted to being away for nearly 24 hours out and nearly 24 hours back--and then see how fast people in their positions would be compensated.  I bet they would have at least gotten an voucher for breakfast.  Honestly this is pathetic. 

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

  Business response

  02/28/2022

  Complaint: 16751496

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

  I'm sorry that your travel didn't go as planned and your flight was canceled due to extreme weather conditions in ****.
  
  Weather sometimes interrupts our operations, and I understand that this must have been frustrating. However, because the delay was out of our control, we are unable to reimburse your hotel expense.  If United Airlines were responsible for your flight delay, such as a mechanical issue, we would have offered hotel and meal vouchers.  Since your flight was canceled due to weather, something that United has no control over, we are unable to reimburse your expenses.
  
  Generally we do not offer compensation for flight interruptions due to weather, however an exception was made to offer the award mileage totaling ****** miles.

  If you wish to request reimbursement for expenses that were incurred during your baggage delay, that is handled directly by our ************************* at ************** or by email at *********************************  There is a claim form online that will need to be filled out and you will need to attach all of your receipts and submit to ************************* for consideration of reimbursement.

  While I won't be able to honor your request on this issue, please know that I shared your feedback with the appropriate teams. We'll use your comments to review our procedures with your point of view in mind.
  
  Thank you for choosing United for your travel, and we hope to welcome you on board again very soon.

  Kind regards,

  ***********************
  Case ID:  ********

  Customer response

  03/01/2022

   
  Complaint: 16751496
  
  I am rejecting this response because:

  You needed to provide a shuttle for us to ****.  As well as our luggage, which United did not care one iota about.  That was the final destination.  You have still not addressed the repeated lies that you expected us to endure day after day after day after day after day (5 days).  ****** points in total is a joke.  We do not accept this as any type indication of United's understanding the extreme lack of care they have for paying customers and who have no problem ripping off.  Nor does this show us they even understand their horrible business practices and not to mention how they treat their own staff--it's obvious they don't give a **** about their own employees.  We will accept ****** points total as a tolerable amount of return to us even though nothing could have rectified the repeated lying by this large corporation that should have higher business practices in place for weather issues given that they have to deal with the weather every minute of every day.  Even if there were weather issues, which were not all the issues.  The pilot was ready to fly out from San ****.  United should have provided a shuttle in ****** to get those stranded passengers going to Vail.  Vail was our final destination.  Not ******.  And they could have gotten us to ****** a lot sooner then 2am so we didn't have to stay overnight in a hotel.  These were all their failings as a company.  We expect to be compensated with a decent number of points.  Because swallowing this corporate greed and lying and callous disregard for customers if sickening.  Frankly I can't believe the BBB and FAA are letting United do business since the business practices they have displayed to us are deplorable.  Please adjust our three accounts with an additional ****** points each to me, my husband and son.  Unfortunately we may likely have to fly United in the future for work and or pleasure due to location and flight schedules.  They have an obligation to be forthcoming with their customers.  Their app and customer service wait time are total jokes.  They aren't serious in any way.  This is totally unacceptable.  No other company would be able to conduct business like this and still have a jobs and bonuses for executives.  I need an explanation as to why United can do this to regular people with impunity.  I do not want any further remarks about weather.  The weather did not cause our luggage to go missing for five days.   I want an explanation about all the lies and how this is acceptable to the c-suites that run this sham company.

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

  Business response

  03/08/2022

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

  I sincerely wish I could undo the circumstances you, ***************************, and ************************* experienced. To bring this to an amicable conclusion, I am providing an additional ****** bonus miles to each of your MileagePlus accounts.  These miles will post to your accounts in the next few days.
  

  We look forward to continue serving your and your family's travel needs, *************.
  

  Kind regards,
  

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

   

   

  Tell us why here...

  Customer response

  03/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution something I can live with though it comes up way short to me. 

  Extremely disgusted,

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

  Customer response

  03/30/2023

   
  Complaint: 16751496
  
  I am rejecting this response because:

  I spoke to your office today after I received a BBB notification that my complaint #******** regarding the hours of lies and week of missing luggage at the hands of United Airlines December 26, 2022 was closed. It is not. It appears United Airlines is "confusing"--or stalling--this current and open complaint for our flight to ************** with my previous complaint to and from Vail where they also cancelled flights and lost our luggage.  This complaint--the one for **************--is open.  I was willing to agree to settle this with United Airlines for ****** mileage points each for myself, my husband and my son.  It is a minor payback for the hours of lies we had to endure and their continued flim-flamming to get out of barely recouping our losses because of their dubious business practices.  Although it appears they are still incapable of being a stand up company and doing right by their customers whose vacations they destroyed TWO years in a row. 

  
  

  We have been waiting for some kind of resolution for almost four months now.

  
  

  Please arrange to have ****** mile points placed in each of our United Airline accounts immediately.  The individual accounts for myself, my husband and my son are:

  
  

  *********************--RX183033

  ***********************--CV905728

  ****************************--JU941232

  
  

  Thank you again for your attention to this matter.  It is very upsetting not to be able to directly contact anyone competent and or at least honest at United Airlines.  Or anyone in their corporate offices to address this situation directly.  But it appears that they are cowards. Or maybe they really just don't care, which is sick.  Sadly it appears the company is becoming better at being deceitful to their customers since we had to face their lies and stalling TWO YEARS IN A ROW.  What is truly awful is that we will have to use this carrier in the future for pleasure and business flights. 

  
  

  In addition to the points, it would be refreshing to have an explanation of how this kind of deception could happen and how United Airlines plans to fix it so that their customers can fly with a company they can trust.

  
  

  Sincerely,

  
  

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

  ************ mobile

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

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction 12/20/2021 for $253.60 for flight with my son from ****** to ********. Case ID: ***************. Ive been in contact with ******** and ****** at United. The round trip tickets were for a flight from ****** to ******** for a surprise b day for my Dad. The flight took off on 1/14 which was an hour late departing. No big deal. What happened next was HELL! We landed in ******* ** due to low fuel and fog in ********. Fine. But what happened next was so unprofessional and so poor of customer service. After being on the plane for an hour they told us to exit and come back Saturday morning at 10am. From that point on, NOTHING. No direction from staff, we were left to figure it out. I dont know if you have been to ******* **, but regular ground transportation is no frequent. This is at 10pm by the way. My son and i got to a terrible hotel for the night. No food restaurants were open anywhere so my son and i were forced to eat out of a vending machine which had expired chips. I did get United to refund the hotel and other things. But they REFUSE To refund my flight. In turn i was late to my dads party and i caught COVID. Im telling everyone to NEVER FLY united. Also i opened up a complaint 1/14. It took until 2/3 for any sort of reply. I also called during this time and the reps at united are overseas. This is such terrible service! I want $253.60 refunded for the flight.

  Business response

  02/10/2022

  Dear Mr. ***************************************** has received your message from the Better Business Bureau regarding your refund request. We welcome the
  opportunity to respond.
   
  BBB - 16749114

  I'm sorry you have COVID and hope for a full recovery.
   
  Our records indicate we've received multiple messages from you and a response was sent for each message. We've been
  receiving more messages than usual due to the ******19 crisis and we appreciate your patience and understanding.
   
  According to our records; flight UA 393 DEN PDX on January 14, 2022 was diverted due to airport conditions, and our Operations team made the decision to divert the flight to refuel and wait for the weather to clear. I know your time is valuable, and I apologize for any inconvenience you and your son experienced. The safety of our passengers and crew will always be our top priority.

  I'm sorry about the hotel and expired chips. Your feedback will be used when we re-evaluate our partnership with the hotels we offer.

  In review of your confirmation number; MJT7VQ, transportation has been provided. Since there is no value left on the tickets, I won't be able to provide you with a refund.
   
  We're always looking for ways to improve. Your feedback is heard and appreciated. I will share your comments with the airport team to ensure we're giving our customers the information they need during uncontrollable situations.

  
  Mr. Hurl, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you and Aidan onboard your next flight.

  Regards,

  ***************************
  United Airlines
  Corporate Customer Care
  Case ********

  Customer response

  02/10/2022

   
  Complaint: 16749114
  
  I am rejecting this response because: I am not satisfied with Uniteds canned comments. There was no direction given and I want $253.60 refunded. They told us to exit flight and come back the next day with no direction on what to do.
  
  Sincerely,
  
  *******************

  Business response

  02/11/2022

  
  Dear Mr. ************* am sorry for the flight diversion you and your son experienced on January 14, 2022, and for the manner in which everything was handled. Your frustration is certainly understandable, and I want to reassure you that your feedback has been included in a report to our teams so that our recovery efforts go smoothly in the future.
  

  Our records do indicate that you have contacted ************* multiple times, and you were advised that United does not issue ticket refunds in any situation in which transportation has been provided as was the case.  And ************* did provide you with a $204.54 USD check as reimbursement for the hotel, taxi, and meal purchases.
  

  Thank you for your business, and we look forward to providing you and Aidan with a more positive travel experience.
  

  Sincerely,
  

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

   

   

   

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of the transaction is Feb. 7, 2022 and Feb. 9, 2022. I called one of the agents to rebook my flight (and flight of 2 other family members). My booking confirmation number is J62JMH. I told the agent that all 3 people needs the exact same itinerary. We told him to do April 9 to May 2nd as the return. He mistakenly did May 3rd for us and he did it correctly for confirmation number JB4HVC (for my son). I checked the tickets and i saw may 3d instead of may 2nd. I realized it on feb 9, 2022. Then i called United airlines. The were asking me for an additional $109 per passenger (total 2 passengers in our case will be $218) . Then when i confronted them that i already paid $201 on Feb. 7, 2022 at the time of booking, they said that they can't take that into consideration as the flight fees have increased. When i checked it online, may 3rd is still cheaper than may 2nd flights. I was shocked and i told them it's not about money, it's the rules and principles, why should i double dip and double pay twice when i already paid 200 that day and this isn't my fault, the agent didn't use the correct dates for all 3 passengers above. he used the correct one for my son and left me and my wife with a may 3rd return. For no fault of min, they're asking me to pay additional money. I need my $201.80 back and I want my date changed to may 2nd, 2022 for return from DEL to *** with the same itinerary as the other confirmation number above

  Business response

  02/10/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********,
  I apologize for your disappointing experience with changing your and your wife's reservations.  I have shared your feedback with our Reservations teams so that we may evaluate and improve our service.
  

  We understand that we have some work to do, and we are determined to regain your trust. While I cannot undo the circumstances you experienced, I am presenting you and *************** with an 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.
  

  Please be sure to follow up with United Reservations to ensure your and your wife's reservations confirmation record reflects the travel dates you prefer and the ticket exchange process has been completed.  Lastly, the attachment you included reflects a pending charge of $201.80.  If the charge was assessed to your credit card, then please provide the two 13-digit ticket numbers for the ticket exchange transactions so this information can be forwarded to United Refunds.
   
  Thank you for your business, **************.  We look forward to winning back your loyalty and business on a future United flight.

  Sincerely,
  

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

  Customer response

  02/10/2022

   
  Hello *******,

  
  I appreciate the assurance you provided to us. I am in agreement to all the options and settlement you have provided.  The only last thing I want to mention is that United airlines

  charge has been posted to my credit card statement yesterday. Please see the attached and kindly forward to the respective department for the refund. The 13 digit ticket nos. are on

  the screenshot itself. But i will still mention it here . They are AS BELOW:

  NANUA/TARSEMSINGH eTicket number: 0162393112104   AND

  NANUA/SURINDERKAUR eTicket number: 0162393112087.

  
  
  After the above is done, the response made by the business in reference to complaint ID ********, is satisfactory to me. I am willing to close the case after i get one last assurance

  about the $201 charge refund. Thanks again.
  
  Sincerely,

  
  
  *********************** Nanua 
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United Airlines lost my bag for a week and I have to buy clothes folhe ** cold. They promised me a check of ******usd that never came in. It has been two months now. Case claim #LGA71626

  Business response

  02/09/2022

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

  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond.
  BBB #********.
  

  I'm sorry to read that your baggage claim LGA71626 has not been resolved. I understand the frustration; and I apologize for the inconvenience this has created. 
  

  In verifying our record, it shows that our colleague, **************** ****, who is handling your case responded to you on December 23, *********************************** order to process your draft. I'm attaching a copy of her email: 
  
  Dear ******************** Furtado:
  
  Thank you for your patience while I process your baggage claim and taking my call today. I do apologize for any inconvenience you may have been subjected to by the issues you encountered with your luggage on your trip from **************, ****** to **********, **.
  
  Based on the documentation that you submitted in reference to your claim, Ill be requesting a draft in the amount of $351.05 USD (as indicated in your receipts) as the settlement of your claim for interim expenses as you requested.
  
  According to our conversation over the phone, please reply with the address in the ** where we can mail your check and I will be happy to take care of this for you.
  
  After we receive your response, I will authorize the check and send it via regular mail to your preferred address. I will work with you to completion of your case.
  
  Once again, please accept my sincere apology for this unpleasant experience; it's not typical of the standards we strive to maintain.
  
  ****************************
  Baggage Claims Representative
  United Airlines | **************************************** | **************************
  
  I'm sorry that you never received her email as the email address was misspelled in error. But, I've contacted her on your behalf and she will be following up with you via email or telephone. Thank you for your patience and understanding.
  
  Our ************************* (BRC) handles all baggage related concerns and they'll also be happy to assist. You may contact them at its 24-hour, seven-day-a-week, toll-free number (available in the **** and ******): 1-800-335-BAGS ***************). If you are outside of the **** and ******, please call **************.
  
  Feedback like yours is crucial as it allows us to identify areas in need of improvement and better meet your needs going forward. The concerns you have expressed will be shared directly with our management for their review and appropriate internal actions.
  
  Thank you for your business and we welcome the opportunity to provide better service for you the next time you fly with United.
  
  Kind regards,
  
  Leyly *****
  ***********************
  Case: ********

  
  

  Customer response

  02/10/2022

   
  Complaint: 16746321
  
  I am rejecting this response because:

  I never received this e-mail. I called several times to the luggage center with no effect.

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

  Business response

  02/11/2022

  Dear ******************:
  
  Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review. BBB # ********.
  
  Thank you for taking the time to further explain your concerns regarding your baggage claim.
  
  Once again, I apologize that you never received the email that my colleague, ************************, had sent you on December 23rd. It was an honest mistake and the email was sent to the wrong email address.
  
  Since then, my colleague has contacted you via telephone to apologize for the error, and has issued a draft in the amount of $351.05 as reimbursement for the expenses you incurred. Your check was mailed to the address on file as of February 11, 2022.
  
  For any questions related to your baggage claim, please contact the ********************************* at its 24-hour, seven-day-a-week, toll-free number (available in the **** and ******): 1-800-335-BAGS ***************). If you are outside of the **** and ******, please call **************.
  
  I've also share your feedback with the appropriate management teams. We'll use your comments to review our procedures with your point-of-view in mind. We'll also 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.
  
  I appreciate that you chose United for your travel. We hope to have the privilege of welcoming you back in the future.
  
  Kind regards,
  
  Leyly *****
  ***********************
  Case: ********
     

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have attempted contacting United for months now without resolution. We have filed claims. Our emails and voicemails are ignored. United Airlines Baggage Claim: JNB10265M (KMM74557419V92541L0KM)

  Business response

  02/09/2022

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

  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond.
  

  BBB #********.
  

  I'm sorry to read that your baggage claim JNB10265M has not been resolved. I understand the frustration; and I apologize for the inconvenience this has created. 
  

  In verifying our record, it shows that our colleague, **************, who is handling your case responded to ******************** on December 2, 2021, requesting more information in order to process your lost bag claim. I'm attaching a copy of her email: 
  
  "Dear ********************,
  
  Our record show that you are missing 2 bags not 3, but if you are still missing 3 bag please fill out page 3 of attachment, 1 for each bag that is missing.
  To traces need additional info:
  
  *List of contents/color/brand/size/prices
  *if more than one bag separate  contents list (make copies of page 3)
  
  Regards,
  
  Leslie *****
  Baggage Tracing Specialist
  United Airlines |**** *********************************************"
  
  Our ************************* (BRC) handles all baggage related concerns and they'll be happy to assist you with your claim. You may contact them at its 24-hour, seven-day-a-week, toll-free number (available in the **** and ******): 1-800-335-BAGS ***************). If you are outside of the **** and ******, please call **************. Your Baggage reference number is JNB10265M. Thank you for your patience and understanding.  
  

  Feedback like yours is crucial as it allows us to identify areas in need of improvement and better meet your needs going forward. The concerns you have expressed will be shared directly with our management for their review and appropriate internal actions.
  

  Thank you for your business and we welcome the opportunity to provide better service for you the next time you fly with United.
  

  Kind regards,
  
  Leyly *****
  ***********************
  Case: ********    

*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. ↩