ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/29/2021 I bought a Ticket to fly from ********* to ******* that cost me $261 Compromise Bring me from ********* FL to ******* ** They Cancel the fly and gave me false Ticket, after the airline giving me, Another Fly but to *****************, instead *******, that make my trip more expensive. The Unite Airline refuses to compensate me, I made a complain to solicit a compensation. ETicket Number0162385733510Tracking ******** Ticket ************** Unite Airline KG AAF5J2 Fly canceled KEYIME Airline, This Ticket never was found

  Business response

  01/22/2022

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

  BBB Case # ********

  I am sorry to learn of your recent travel experience.

  Our records indicate that your original ticket ************* was purchased through a travel agency, Aspire Loyalty Travel.  When the reservation had a schedule change, the travel agency was notified and it is the agency who should contact you regarding the schedule change.

  Your time is valuable, and we're sorry this happened as we work hard to run an on-time airline. Sometimes there are unexpected issues that must be taken care of, but we'll work harder to meet your expectations.

  I have reviewed your reservation and see that the ****** airport staff provided you with a voucher for meals and a hotel.
  
  I'm sending you an electronic travel certificate (ETC) for your future travel needs on United and United Express flights. It will arrive in a few business days to this email address. As long as the ETC is redeemed before expiring (one year from the original date of issue), you can travel beyond the expiration date. I'll also share your feedback with the appropriate teams.
  
  Thank you for choosing us, and we hope to see you again soon.

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

  Case ID:  ********

   

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I (total of 5 people) were flying from ***************, ** to ********/****** , ** to ********, **. Reservation number ADLC17. First of all, our flight out of *** got delayed, so we arrived to ****** late, but we still were able to arrive to our connecting flight, but were denied the entry, because evidently United switched us to a later flight without even asking us or letting us know. Second of all, the clerk at the terminal was very rude to us, so we asked for a supervisor. He came and just walked away from us. He LITERARY JUST WALKED AWAY. Then, we were sent to the customer service desk where we stood for almost 30 minutes because they had only one clerk. Finally, another one came. He was even more rude than the guy at the terminal. Finally, he assigned seats to us for a flight which was 4 hours later and didn't even apologize for the inconvenience. My girlfriend told they guy that, but his response was: "I did you a favor!". What favor was that I would like to know? We ended up sitting at the airport and spending money on expensive food we didn't plan on spending. Both my girlfriend and I are United Explorer MileagePlus holders and customers. With the service like this we are planning to cancel our credit cards and NEVER FLY UNITED AGAIN. Also, I am a popular blogger on ******** I will not stop telling my subscribers about this experience.I think United should make it up to us. They should reimburse us for all this extra money we had to spend on food, return our airline miles we spent and finally have someone responsible enough to be willing to say "I am sorry for the horrible experience our company gave you". My next step will be to contact my attorney general.Thank you.

  Business response

  01/22/2022

  BBB Case # ********

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

  I apologize for your recent travel experience to Newark and for the flight delay.
  
  I know you didn't receive the level of service you deserve as a customer and MileagePlus member.
  
  Your satisfaction is important to us, so I'm going to deposit  a total of 15,000 award miles into the MileagePlus account where the tickets were purchased.  This is ***** award miles for each ticket. This will be reflected on *************************** account balance within the next few business days.
  
  We appreciate you reaching out and look forward to seeing you on board with us again.

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

  Case ID:  ********

  Customer response

  01/24/2022

  
  Complaint: 16441326
  
  I am rejecting this response because: I appreciate the effort of the United to acknowledge the issue, but the remedy is not enough.  As a result of this delay  I had to spend close to $150 on very expensive airport food (I wasn't planning on spending).  I would like to request ****** in total and $150 refund.  ***** points per person is nothing, you can't fly anywhere for that. 

   

  Thank you. 

   

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

  Business response

  01/29/2022

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

  Complaint: 16441326

  The flight from *************** to ****** on January 7, 2022 was delay due to ice and snow.  Unfortunately, the weather is something that United Airlines has no control over. 

  We are unable to honor your request of a $150 refund for food expenses.  If United were responsible for providing food during your flight delay then we would have offered you and your family meal vouchers at the airport.

  The compensation that was offered was done so as a customer service goodwill gesture.  I understand that you feel this is not comparable to your travel experience.  As a one-time exception I have authorized an additional ***** miles per person to be deposited into the MileagePlus account. 

   

  Best regards,
  ***********************

  Case ID:  ********

   

  Customer response

  01/31/2022

   
  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.

   

  Ok.  But the miles need to be deposited to my account YR539441.  I received 2 emails so far, one and they both stated that some miles were deposited to RL904993. That's not my account.  Please, deposit to YR539441.

   

  Thank you. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug. 4th I bought my trip to ***** via United Vacations. The confirmation # is #X5Q2B04U. On Oct 26th I called to add my friend to my room. She already had her flight booked. Finally, on Nov 5th I got an email stating how much it cost to add her ($305.40). Nov 9th I called to pay the amount and that's when I was told that the amount was more than what the email said. United added the transportation and also the travel insurance. We were ok with transportation since it was needed, but we never asked for travel protection. Before I gave my card info, I asked to her remove it since we didn't ask for it. That's when I was told, "I can't remove it because it's already added". This is unacceptable. We did not want nor did we ask for the protection. Now I'm in Mexico. My friend missed her flight, so she came later. When she tried to check in, she was told that she was not on the reservation. I showed the front desk person my email that shows she was on the reservation, but she still had to pay for the 3 nights that she was there because it was not in their system. I spent my whole trip trying to get this issue resolved and here it is today Dec 2nd and we're still trying to get this issue resolved. Not to mention we missed our transportation back to the airport because no one told us the time we were supposed to meet them in front of the resort. So I had to pay an additional $100 for the taxi. ********** did not have the same flight and she left a few hours after me, and she also had to pay an additional $100, to get back to the airport. My first time out of the country was ruined. I'm hurt & disappointed. I was so excited to travel with United for my birthday. We wasted so much time on the phone trying to get someone to answer while in ****** and when we made it home. I waited one time for 2 hours and 45 min for cust. service before I hung up. The hold time is crazy. At this point, I feel like ****** and I need some type of accommodation along with her refund.

  Business response

  01/22/2022

  BBB Case # ********

   

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

  I'm sorry to learn of your travel experience on your birthday trip to ******.  This trip was purchased through the travel agency, ALG Vacations Corp.  You will need to reach out to them directly regarding information on the booking of your friend, ****** as we (United Airlines) do not have access to the agency records.  

  As a customer service goodwill gesture, I'm sending you an electronic travel certificate for United and United Express flights which will arrive via email in a few days.
  
  We want to deliver a comfortable and on-time experience, and will share your feedback with the appropriate teams.
  
  Thank you for your business and loyalty, and we look forward to serving you on your next United flight.

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

  Case ID:  ********

   

  Customer response

  01/24/2022

   
  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

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United Airlines refuses to reimburse me for lost items. On 11/23/21 I flew from *** to *** on flight ****. This was a direct flight. My case was scanned in at *** sorting. I was at baggage claim ahead of the flights luggage. My case never arrived. United attendants convinced me to allow them to deliver my case by the end of the day instead of waiting for someone to search at sorting. My case never came. I was assured I would be reimbursed up to $3,500 for my lost/stolen items if not recovered. My claim/case # is ORD61863M. I supplied the required receipts for my equipment which was in my case. When I finally heard from United they refused to reimburse me due to their exclusions for electronics within their contract of carriage which follows the Montreal Convention Of Carriage. There are no international exclusions allowed in the Montreal Convention. The ******** allows for domestic flights to deny liability for electronics from damage during transport, but not from loss. https://www.transportation.gov/airconsumer/baggage My items were not fragile and improperly packed then broken. My case was professionally packed and never arrived, even though it was a direct flight and was scanned at my destination. I believe it must have been misappropriated. At the very least there was gross negligence. United Airlines assured me every step that they would compensate my loss until they denied my claim and now will not reply or offer any path to restitution.

  Business response

  01/22/2022

  BBB Case # ********

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

  I have reviewed your bag claim ORD61863M that is handled by our ************************* and a check for $175 was mailed to you on January 3, 2022.

  All delayed and lost baggage claims are handled by the *************************.  If you need additional assistance with this claim please reach out to them directly at **************.

  We appreciate your business and look forward to welcoming you on board a future United Airlines flight.

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

  Case ID:  ********

   

   

   

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  United Airlines removed my 2 year old from her carseat stating that she was too old to be sitting in one during the flight. This is incorrect- as child restraint devices are recommended by the *** and AAP. The cars seat was *** compliant in a window seat of a non exist row. I complied with their request and let them remove my child and take away the car seat. The pilot was never involved. After researching more I sent an email that their staff was misinformed and that I do have the right to use a car seat in flight for my child and this was the response from the customer care advocate (see upload) not only incorrect but demeaning, condescending and unprofessional.

  Business response

  01/22/2022

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

  I'm sorry you weren't able to use your car seat as planned on board your recent flight with us.
  
  We're a family-friendly airline and want to accommodate your family's needs as much as possible. Outside of filing your feedback, please allow me to provide some information. Federal *********************** approved safety seats can only be used in certain seats on the aircraft. Child seats or restraint systems can be used in window seats or the middle seats of a center section of two-aisle aircraft. Exit rows, or United Global First seats, on some aircraft cannot accommodate child safety seats or restraint systems. If you need more information, I invite you to visit united.com and search for Traveling with Children for additional information.
  
  We appreciate your business and look forward to welcoming your family on board again soon.

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

  Case ID:  ********

   

   

   

  Customer response

  01/28/2022

   
  Complaint: 16437788
  
  I am rejecting this response because: this does not address the compliant of the original employee response from ****** No explanation or apology for his customer treatment. And it did not explain why my daughter was forced out of her car seat when she was in an FAA compliant car seat in the the window seat of a nonexit row. 
  
  Sincerely,
  
  ***********************

  Business response

  02/03/2022

  Complaint: 16437788

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

  I'm sorry to hear that you feel my response did not address your issue.

  I apologize for the interaction and experience that you had onboard with our Flight Attendant, ******
  
  We expect every agent to deliver great service and regret to hear that we've fallen short. I will share your experience with our internal teams so they can follow up and review this situation with the employee.
  
  Thank you for taking the time to share this feedback with us. We're always working to improve our service, and hope to regain your trust on your next journey.

  Kind regards,
  ***********************
  Corporate Customer Care

  Case ID:  ********

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife was denied check-in at the *** airport due to incorrect requirements being demanded by United agents. My wife was traveling from *** to VIE, and is vaccinated. The ******* website makes it clear that vaccinated passengers should not (and cannot) complete the Travel Registration Form (required for unvaccinated arrivals). However, the agents in *** denied her check-in because we did not have (and could not lawfully produce) this unnecessary form. In fact, when we tried to fill out the online form at the airport, the ******** website prevented us from completing the form once we selected "vaccinated". We were given a clear message online stating that the form was not necessary and could not be completed. After 1 hour with the agent on the phone with their internal customer service, who finally tried to complete the form themselves only to realize we were correct. 15 minutes before take-off, once they realized their mistake, they told us to run to the gate and "try to make it". 15 minutes was not enough, and we were then told, "Try again tomorrow". This is all documented inside their system under our reservation number. This was not a mechanical issue, this was not an act of God or weather related, and this was not our fault in any way (we were early to check-in and there was no line). This was 100% the fault of the United staff not knowing the requirements, and not listening to us repeat them with online proof. We want to be compensated for our lost half-day, as well as the lost day on my wife's trip to see her family.

  Business response

  01/22/2022

  Dear *****************:
  
  I'm sorry to learn that your wife was unable to check-in and board her flight in ******** due an issue with having proper travel documents. I can only imagine how frustrating this was for her, and I apologize for the negative impression she received of our service.
  
  When you arrive for check-in or get to the departure gate, we conduct a check of your travel documents to be certain that you meet each state or country's legal requirements for entry. I regret any miscommunication you may have received regarding what travel documents were required for Dagmar's trip. Please note,customers arriving from the USA to *******, must hold a completed "Pre-Travel-Clearance.  Our review of this matter determined that our airport staff was initially correct that your wife to present the required pre-clearance travel form.
  
  While I regret the inconvenience your wife experienced, it is the customer's sole responsibility for obtaining all necessary travel documents, and for knowing the entry requirements for each state or country they are visiting.
  
  We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
  
  Sincerely,
  ***********************
  Case ID:  ********

  Customer response

  01/24/2022

   
  Complaint: 16437094
  
  I am rejecting this response because: ******* position is WRONG.  The document is not only not required, but it is impossible to generate.  The for form is for UNVACCINATED travelers.  I can provide proof:

   

  1. On the day of travel, *******.org said that vaccinated people are EXEMPT from the form.

  2. On the day of travel, and even still today, the online form does not allow you to complete the form if VACCINATED is selected.  See attached image.  United staff at SRQ, and even supported by their internal Phone Support team finally tried to generate this form themselves and could not.  This is the only reason we were finally allowed to board.  If all the airport agents had required this form - NO vaccinated passengers should have flow from USA to *******.  Is this the case?  I think not.

  3. Further, we explained that my wife is in transit to Czech, which Exempts her from these requirements.  See attached image of *******.org.

  4. And proof that couldn't be more obvious, is that my wife was finally CLEARED for check-in 15 minutes before the flight.  We never produced this form, so how was she suddenly cleared for check-in?  Because the agents realized their ERROR.

  5. When we had to reschedule for the next day, we produced NO form again, and had no trouble checking in.  HOW IS THAT POSSIBLE IF THE AGENTS WERE INITIALLY CORRECT?

   

  All of this debacle is recorded in the United system under our booking number.  I know this because we had to wait an additional 1.5 hours for them to enter all this c*** in.

   

  I REJECT this ridiculous response by United, and demand 400% refund allowed to me under the law for wrongful denial of boarding.

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

  Business response

  01/29/2022

  
  Dear *****************:
  
  United Airlines has received your message from the Better Business Bureau. BBB 16437094.
  Please accept our apology for any confusion regarding a Registration form versus a Pre-Travel Clearance Form.  I am so sorry if by error we prevented you from travel and time spent with family.
  
  We are happy to oblige in offering goodwill. Regretfully, the compensation you referred to for denied boarding does not apply to this situation.  Denied boarding is regulated and only issued in an oversold flight situation.  This was not an oversold flight issue, but a document check-in issue. Therefore,cash compensation or a refund is not applicable.
  
  I am pleased to send you each a $250 United travel voucher, valid for 2 years and combinable.Please allow up to two business days for the vouchers to arrive by email. ($500 value sum)
  
  
  Understandably no amount of goodwill can make up for the poor experience.  However, we hope our gesture is recognized as sincere.
  
  
  We will always be grateful for your business as a MileagePlus member, and look forward to welcoming you aboard a future flight on United Airlines.
  
  
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case 20081975Tell us why here...

  Customer response

  02/02/2022

   
  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

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have travel credits from 2020 from COVID 19 pandemic. I was supposed to travel with my family to ****** for the first time in April 2020, but due to the pandemic everything was shut down. I have credits that expire end of 2022. However, even though on my account it states change fees waived, when I try to rebook for April 2022, United is charging $200 per person change fees. So for a family of 3 we have to pay $600 extra on top of the flight. This is not fair during this unprecedented time. We should not be charged change fees if United claims they have gone away with the change fees. I called customer service, no answer after 2 hours. After call back second time, an hour later someone called to only hang up. I have called numerous times with wait times over 60 minutes and no answer. Confirmation number: HMYHK1 - Credit of $1898.

  Business response

  01/22/2022

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

  I am sorry that you were having a difficult time using your flight credit.

  I have reviewed your tickets and see that they were combined into one single Electronic Travel Certificate valued at $1,858.38 and that certificate was redeemed on January 6, 2022 with reservation CHZPKN.  There were three tickets purchased at $562.59 for a total of $1,687.77.  The residual value of the travel certificate is $170.61

  If you have any other questions or concerns please feel free to let me know.

   

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

  Case ID:  ********

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I traveled from ******** to ******** airport on Oct 8th 2021. Our tickets allowed us to have 2 checked bags each and a carry-on. In addition, we bought another bag for $250. The first flight was with ********* airlines until ******* and from there we took united airlines to ******* and then to ******** airport. We took our bags in ******* went through customs and gave united the 5 checked bags. At our arrival in st ***** a bag was missing. Our Aunt immediately file a claim and we were told the bag was still I'm ******* but that they were going to put it in the next flight and it was going to be delivered to our address since we live 2 hours. 2 days later no bags so we call baggage claim and we were reassured the bag was coming. It wasn't until a week later that we were told they couldn't find the bag. On Oct 24th, we filed a compensation claim and were told it takes about 6 to 8 weeks to process. After 3 weeks of not hearing from them, my aunt ask an airlines employee who called baggage claim they then send an email requesting itinerary, photos id and baggage receipt which was provided. 6 weeks into the claim my aunt checked the status online and it said complete not having received any update from united airlines, we contacted baggage claim again. They said it is because the document requested were not submitted to them. But them they saw the email with attached files and said they were going to take care of it. Nothing. On December 10th I was told since they had everything someone was going to contact me to resolve the case, on December 14th I called again was told the something asked to speak to a supervisor and she said 2 weeks. This week I called again and I still do not have my bag or the compensation or have a united airlines baggage claim representative tell me what is wrong

  Business response

  01/21/2022

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

  BBB Case # ********

  I am sorry to hear of your recent travel experience with your delayed baggage.

  I have looked in our system and do see that our ************************* has received a claim for your bag and is in the process of sending out payment on the claim that was filed.

  Any questions or concerns regarding the payment or your baggage claim would need to be directed to ************************* directly at **************.

  We appreciate your business and look forward to welcoming you on board a future United Airlines flight.

  Kind regards,

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

  United Airlines
  Case ID:  ********

  Customer response

  01/28/2022

   
  Complaint: 16433678
  
  I am rejecting this response because:
  
  Sincerely,
  
  Laeticia *******************

  Business response

  02/03/2022

  BBB Case # ********

  Dear ***********************:
  
  I am sorry to hear of your recent travel experience with your delayed baggage.

  
  I have looked in our system and do see that our ************************* has received a claim for your bag and is in the process of sending out payment on the claim that was filed.

  
  If you have questions or concerns regarding your baggage claim you will need to contact our ************************* directly at **************.
  

  We appreciate your business and look forward to welcoming you on board a future United Airlines flight.
  

  Kind regards,
  ***********************
  United Airlines
  Case ID:  ********

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday November 26th 2021 a flight from ******* to ***********, ** our flight was diverted to ***********. As this was a night flight according to the airline stewardess, there was fog, we would not be going to LR that night. The pilot was not able to convey information to us, the communication system was not audible, and no information was being shared on the United App. Upon disembarking, the ground staff were overwhelmed & disorganized. No information was given to us when we landed except to say they were attempting to find out next steps.My daughter and I left the airport and found a hotel room, the next morning other passengers to said United gave them a voucher or compensation. When attempting to get this resolved by United afterward, we were offered miles and compensation off a future flight. This is not satisfactory, as we dont know if and when we will be taking another flight. We paid $85.81 for a hotel, $11.93 for an Uber and $11.40 for breakfast. All expenses my daughter and I would not have incurred if we had landed in ***********. The entire ordeal caused terrible inconvenience, way in excess of the flight cost (which we understand), whilst I understand United cannot foresee weather issues, my understanding is a Delta flight landed in *********** after ours was due to have. An earlier flight could have been offered to ***********, we had to wait 10 hours for the pilots to rest according to FAA rules We believe that United could have made a better effort to communicate in an effort to help passengers with basic information, to minimize the inconvenience and stress. I hardly think that $109.14 is going to break United, and would go a long way to making their customer satisfied in terms of treating their passengers fairly. It feels that it depends on who you get to resolve your issue, as it does not appear that every passenger is given the same respect.

  Business response

  01/21/2022

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

  
  Your BBB Case # Complaint # ******** was received in the ******************************************************
  
  
  ************, I would like to assist you  and your companion with your complaint however if you could fill out the below areas and provide necessary information and a brief summary of the customer service agents  behavior, I'll look into it:

  
  Passenger name(s):
  Frequent flyer number (if available):
  Address of Customers:
  City
  State
  Country
  Postal Zip Code,
  Telephone Number:
  Email Address:
  Flight number:
  Flight date:
  Ticket numbers:
  Confirmation number:
  Approximate departure time:
  Flight from:
  Flight to:
  
  *Brief Summary-
  
  
  We appreciate your business and look forward to serving you on a future United Airlines flight.
  
  Regards,
  
  ****
  Corporate Customer Care
  Case#********

  
  

  Customer response

  01/21/2022

   
  Complaint: 16431534
  
  I am rejecting this response because: There is no way to reply to United, even though there is a Case Number and persons first name, there is no email or a way of contacting them to provide additional information, which a large portion of their request was given in my original complaint.
  
  Sincerely,
  
  *******************

  Business response

  01/29/2022

  
  Dear ************:
  
  United Airlines has received your message from the Better Business Bureau. BBB 16431534.
  Please accept our apology for the inconveniences you and your daughter experienced traveling with us in December. I am so sorry the weather diversion resulted in the crew going past their Federal mandated hours resulting in an overnight stay.
  We can empathize how frustrating this can be especially hearing that other carriers may have completed their landings.  We appreciate your understanding many factors can influence this, such as which runway, what approach, size of aircraft, and air traffic, to just name a few.
  I can understand why you may not have wanted to wait for a long period at the airport upon landing to see if we were able to assist with a hotel and transportation.
  While the weather and FAA time rulings were out of our control, we are pleased to make an exception to cover your expenses.  I was able to open the attachments and located the hotel for $85.81, and the Uber for $11.93, but I did not see the breakfast receipt. 
  Nevertheless, please confirm your mailing address and we will be happy to send a check to you.  I have two different addresses for you, so I want to be sure if it is the Vistavia Drive or the Silky Sephora Ct for the check to be mailed to.  I am going to copy this email to our regular mail system so that it is easier to reach back out to me. 
  In review of your case history, I was happy to see you each received a small token or our regret in the form of travel vouchers.  The vouchers can be combined and are valid for 2 years. If you did not receive the two $50 vouchers, please let me know and I can resend them.
  
  Understandably no amount of goodwill can make up for the poor experience.  However, we hope our gesture is recognized as sincere.
  
  
  We will always be grateful for your business as a MileagePlus member, and look forward to assisting you further.
  
  
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case ********

  Customer response

  01/31/2022

   
  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. Please advise United to send my check to my address on **************************************************** 77316.  Please also send the vouchers to that address, as I do not have a voucher from United for my daughters UJ946212 Frequent Flyer account.  Please could you send that by email or by mail - whichever United prefers.

  The receipt for breakfast at the airport cannot be sent as my bank do not allow me to take a screenshot of my account, therefore i am unable to provide proof to United. 
  
  Sincerely,
  
  *******************

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

  Customer response

  02/25/2022

   
  Complaint: 16431534
  
  I am rejecting this response because:

  Good Morning Better Business Bureau,

   

  At this time I have not received anything from United, they promised to send me a check to refund the hotel and Uber, and at this time I have nothing from them or a way to contact *************************** who has the information, she  did not provide an email so that I could communicate with her.  Please let me know if I need to do another complaint as there is no way to move forward on my side.

   

  Very disappointing that they promise the refund and then there is no follow up and no way to contact them, I have tried their website, my frequent flyer portal and calling and still nothing.

   

  Thank you,

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

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

  
  
  

  Business response

  02/27/2022

  
  Dear ***********:
  
  Thank you for reaching back out to me via the BBB.  I am so sorry your previous email with your address confirmation never reached me.  I had sent you a separate email as well outside of the BBB, but I fear that one never reached you either.
  I am taking care of this today for you and will get the process started today. Our payment team will issue a check, print it, stuff it in an envelope and drop to our mail carrier for pick up.  Sometimes this process can take a week, so it may be a few more weeks for the check to arrive.
  In the meantime, I will resend the previous vouchers to your email, so you at least have those handy. The vouchers are valid for 2 years, can be combined for anyone to use.
  I will send you this in a separate email again in hopes it reaches you.  Please know I will be out of the office all next week due to a death in the family. 
  Again,my personal apology for the delay in getting this handled for you.
  
  We will always be grateful for your business as a MileagePlus member and look forward to welcoming you aboard a future flight on United Airlines.
  
  
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case ********

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/24/21 I had a flight from *******, ** to DIA. We were told that the road had to be cleared for take off, but later found out that there was an issue with the plane that we were told around 7 am. I want to know why they lied to us especially the Captain without telling us the truth that it was a plane malfunction. They knew that the mechanic had to come from Casper and find a crew to fix the door. Knowingly we would not leave Flight should have left at 5:30 am. We were also told that they were aware of the issue the night before and could have routed the plane to DIA instead. We had to find a way to get to either ******************* or DIA to catch flights. With roads being snow packed and black ice a number of students along with myself hit the road to catch our flights. We were credited for the *** to DIA. I chose to make other arrangements and asked to cancel only the flight from DIA to ******** My whole itinerary was cancelled with out a credit. I had to rebook my out going flight and pay $147.70 out of pocket with the previous credit that was issued. My flight was cancelled on 01/02/22 out of LNK. No flights were available until 01/04/22. This resulted in me paying for extra nights at hotel and car rental. My flight out of LNK on 01/04/22 was also cancelled and I chose to drive to ***** to catch my flight since the roads were clear. I had to take a day of leave from work and the enter out of pocket cost expense to me was $749.47 which I want United to pay for and not a credit, but a REFUND. I have also tried to email United on 12/24/21 with no response.

  Business response

  01/21/2022

  
  *****************:

  
  Your BBB Case # Complaint # ********was received in the ******************************************************
  
  
  I am sorry to hear about your disservice you experienced when flight **** was disservice due to ATC-Weather on December 24, 2021.   Based on airline industry standards, flight cancellations or delays due to unexpected situations such as: weather etc. that are beyond airlines control are not compensable. 
  
  *****************, United Airlines Contract of Carriage outlines our responsibilities during uncontrollable events (these are called Force Majeure events):

  
  D) Force Majeure Event

  
  In the event of a Force Majeure Event, United without notice, *** cancel, terminate, divert, postpone,or delay any flight, right of carriage or (whether or not confirmed) and determine if any departure or landing should be made, without any liability on the part of United Airlines...
  When flight delays are less than 4 hours or beyond our control such as weather (Contract of Carriage, Rule 24), we are unable to offer compensation,amenities, and travel with other airlines.
  
  ******************, please be advised your passenger reservation NWL7XFis a non-refundable fare ticket and we have options that gives flexibility to use at a later date.  Heres how it works...

  
   On united.com, you can also convert your ticket value to a future flight credit/electronic travel certificate from date of issue on any United or United Express flight. Please note that there *** be a service fee and a fare difference charged when you make the exchange.
  
  Please contact United Airlines ********************** regarding unused segments to your passenger reservation NWL7XF and/or any additional questions regarding your ticket at 1-800-UNITED-1 ***************) for assistance.
  
  From reading your email, I see we let you down. That's never our intention therefore I am issuing a $200.00 electronic travel certificate that will be sent in a separate email.  Please allow 3 to 5 business days for processing.
  
  I appreciate your business and that you chose United Airlines for your travel. I hope your next trip with United Airlines will deliver the experience you deserve.
  
  Regards,
  
  ****
  Corporate *************
  Case# ********
  

  
  

  Customer response

  01/22/2022

   
  Complaint: 16429799
  
  I am rejecting this response because:

  There was an additional charges of $362.40 that United charged me.  The flight was not cancelled because of the weather even though it may have said that on the log.  It was a door to the plane with was not closing and United knew about it on December 23rd, when the flight landed.  The mechanic had to come in from Casper which was 3 hours away to fix it on Christmas Eve.  The guarantee was not good because he had to find a crew to help him.  There were a number of students from ******* on this flight that could also confirm that reason the flight was cancelled.

  The flight from ******* was because of the crew not showing up.  If it was weather related why were there still flights going out of ******* and ***** which is 50 minutes away. They did have issues with the United flights at that time.

  The additional charges were over $500 that I had to put on my card that were because of the cancellations.  Being able to budget so much money for this trip this put me way over budget along with the additional charges from United.  I have only one income that is coming in.

  Previously, United always issued any credit right away to be used.  This trip that never happened so I had to pay out of pocket again for a new flight that United automatically cancelled without my consent, LNK to LAR, return flight plus a number of additional fees.  I should have never had to pay out of pocket.

   

  The original flight was for $363.30.  

  The total for the original flight and the additional charges are $725.70.

  I have attached the original flight and the charges that were on my card with receipt numbers.

   

   

   

   

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

  Business response

  01/29/2022

  
  Dear *****************:
  
  United Airlines has received your message from the Better Business Bureau. BBB 16429799.
  Please accept our apology for all the last-minute scramble you endured on your December January travel. I am so sorry you encounter so much inclement weather and additional challenges.
  
  I would appreciate some additional time to review further what all we can do for you in terms of your receipts.
  
  However,in the meantime I have taken some steps in regard to your tickets and associate fees.
  
  We are processing additional fee refunds that should have refunded with the other fees on their own but did not.  This should come to about $95.00. They *** post all separately in the next 14 business days. Refund IDs ******** 82.
  
  The unused segments on each of the tickets NWL7XF and JXPX9H, are processing for a refund. Refund IDs ******** and ********. Please note one of these tickets was partially paid with a voucher, we will refund to credit card up to the amount paid and then the rest would go back to the same type of payment we received.
  
  I was pleased to see you have already received in goodwill compensation a sum of $350 in travel vouchers as well.
  
  I will copy this email and send to you via our email system, that *** provide a way for me to update you on the refunds and any additional actions we are able to take.
  
  
  Understandably no amount of goodwill can make up for the poor experience.  However, we hope our actions recognized as sincere.
  
  
  We will always be grateful for your business as a MileagePlus member, and look forward to assisting you further.
  
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case ********

  Customer response

  02/02/2022

   
  Complaint: 16429799
  
  I am rejecting this response because:

  I had used $172 from vouchers I had to pay for the additional ticket that was canceled.  That should be given back in a voucher.  I also should receive a refund for $80 for luggage that I had paid multiple times.

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

  Business response

  02/04/2022

  
  Dear *****************:
  
  United Airlines has received your message from the Better Business Bureau.
  Yes, the $172, has been refunded to a new travel voucher and an email with the *** number has been sent to you. Any eligible luggage fees will also be included in the refunds, along with the unused ticket segments.
  
  We will always be grateful for your business as a MileagePlus member and hope the gesture of refunding the non-refundable tickets is recognized as the sincere gesture intended.
  
  
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case 20081599
  

  Customer response

  02/08/2022

   
  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,
  
  *************************

*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. ↩