ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an airline ticket with United Airlines via Expedia for a one way flight to ******** ** airport from ********** ** on January 31, 2022 for $322.01. I had to change the flight to Wednesday, February 2nd, 2022 same flight. Then a snowstorm prompted the cancellation of the second leg of the flight with **************** an affiliate with United Airlines and the agent at the airport changed my ticket to Saturday, February 5th, 2022, same flight however, Southern then cancelled all flights to ******** for Saturday. So now today February 4th, 2022 I have been on the phone trying to reschedule again to a Monday flight to no avail beginning at 8:00am local time 2:00am *********** time with three different ** airlines agents: ************************ and a supervisor called *** and just now a male agent ***** who recalled my earlier conversation as I apparently was connected again with the same *********** ** customer service office who said that the ticket was used! I offered to provide the text and emails from ** and Expedia for the Saturday flight, but it was rejected. As a disabled veteran this entire experience has exasperated my numerous disabilities and now I have filed a complaint via the ** application process and now your office; as I dont have any other recourse. I was not able to change this flight nor speak with anyone in the continental United States per my conversations. I have screenshots of the times I was on the phone as well as texts and emails from all parties but I cant afford to lose my money. The agent called ***** tried to charge me $150 for the fee difference to reschedule when it actually cost less and I have lost money this way from a previous flight dispute with Delta who is refunding my money after that nightmare experience.

  Business response

  02/05/2022

  
  Dear ***************:
  
  United Airlines has received your message from the Better Business Bureau. BBB 16732083.
  Please accept our apology for the challenges you experienced getting your ticket rebooked. 
  We wonder if you may have been speaking to a travel agency misrepresenting themselves as United, because of the way the ticket was not properly reissued. Additionally, you should have been protected as an even exchange, as we are not charging change fees at this time. 
  We reached out to our reservation department to have the ticket corrected and reissued for Monday, February 7.  You are now booked for February 7, as requested on record locator, FFF0MR, ticket number 01623928104433.
  
  You should be able to view the change on united.com.
  
  If you need to make further changes please contact our reservation contact center, as the BBB does not always send, and we do not receive emails in real time. The number for United is 1- 800- UNITED 1 or ****************.
  
  
  We will always be grateful for your business and for you service to our country.  We look forward to welcoming you aboard your flight on Monday.
  
  
  Regards,
  
  ***************************
  
  Corporate *************
  **********************
  Case 20106822
  

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a round trip flight through Expedia for united on the way there and Delta on the way back. My flight to ********** with United was delayed 3 hours by ice, when there was no ice and i missed my connecting flight while waiting. Therefore, i got off the flight and went home. I have asked for a refund and spoke to united directly and they were rude and no help. Then I called delta and they said a cancellation fee would be higher than the price of my flight. Both airlines refuse to give me a refund of $183, even though i missed my connecting and was not able to travel to ********** for the flight back. I just want a refund for the horrible customer service and the delay that lost me all my money.

  Business response

  02/04/2022

  BBB reference 16705404  - United case ID ********
  
  Dear ******************:
  
  The Better Business Bureau has forwarded your concerns to our attention.
  
  I am sorry that our flight UA **** from ********* to Washington on January 28 was delayed, and you decided not to travel as you would have missed your connecting flight. Please accept our sincere apologies for the frustration this caused you.
  
  We work hard to maintain on-time flight schedules; however, sometimes unforeseen circumstances can present operational challenges. We appreciate your feedback, especially when considering how to improve our performance.
  
  Our records show that you paid $91.20 for your United ticket (*************) from ********* via Washington to **********. I have authorized a refund of this amount back to the credit card used for payment (443264******0673). Please allow up to 21 business days for processing.
  
  Additionally, I will send you a $50 travel certificate as a token of our apologies. It will be sent via e-mail to you in about 5 days. If you do not receive the e-mail with the travel certificate in your inbox, please check your spam folder.
  
  Regrettably, your return flights were booked on Delta, and we do not have access to Delta tickets.
  
  Thanks for your willingness to express these concerns, and we hope your next trip with us will deliver the experience you deserve.
  
  Regards,
  Gisela Sofia
  ***********************
  ********************** case ID ********
  
     

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a flight with United from ********* to ********** round trip using my miles and paid with my credit card for checked bags. United canceled my flight in ************* (layover). I had to find another way to get to ********** so I asked someone a favor to pick me up in ********************* and drive me to sacramento and paid them $250 because i was desperate and I really needed to get there on time. While I was at the gate the flight attendant told me that I should be getting a full refund for my canceled flight if I filed it through their website. After I filed, they only refunded me for my checked bags but denied my request to refund my miles. It is almost two weeks Ive been contacting customer care several times but no one is responding to me. I contacted customer service chat through their app and all they could tell me was I have to contact customer care (which no one is responding) and that they cant do anything about my situation. This is very unfair on my end. The amount of money and inconvenience United had cost me is ridiculous. Ive been flying with them for over a decade and this is the first time I had a problem with them and they could not help me. United took my form of payment without providing the service I paid for. This is like buying something and not getting what you bought and all forms of customer service could not help me fix this issue.

  Business response

  02/04/2022

  
  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 Express Flight **** operated by SkyWest Airlines on January 24, 2022, and for any inconvenience you experienced.  On-time service is part of being a dependable airline, and while we try to plan for all unforeseen events, sometimes these challenges can impact our operations.  Your comments have been included in a report to our Airport Operations team 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.  As a gesture of our concern, I am presenting you with an 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.

  With regard to the unused portion of your MileagePlus award ticket, I am adding ***** bonus miles to your MileagePlus account. These miles will post to your account in the next few days.
  

  Thank you for your patronage as a MileagePlus member, ************************.  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

  02/04/2022

   
  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,
  
  Allis **********

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The text customer support I received was atrocious. I still never had my question answered and I believe my last flight should have qualified me for gold status. My desired outcome is just that (gold status) as my PQP should have qualified after my return flight from ******. Id rather switch ********************** than have to deal with this conversation via text again. The representative claims to have made notes and Ive attached a snip of the conversation. I understand times are tough, but help a happy customer stay happy instead of losing them!

  Business response

  02/04/2022

  BBB case ******** - United Airlines case ID ********
  
  Dear **************:
  
  The Better Business Bureau has forwarded your concerns to our attention.
  
  We regret that your 2021 MileagePlus account activity did not meet our qualifications to reach Premier Gold Status, and I can certainly understand how this influences your decision to fly with us.
  
  We have audited your MileagePlus account, and regrettably we are unable to extend Premier Gold status to you for 2022. To reach Gold status, you needed 10 more segments and **** Premier Qualifying Points (PQP).
  
  Your current PQP balance includes all extra bonus PQPs we have awarded as follows:
  
  1750 bonus points on 1/7/2022
  300  trip bonus points on 1-21-2022
  700  surprise bonus points on 7/27/2021
  200  corporate starter bonus points on 8/6/2021
  
  We appreciate your feedback
  
  We hope the benefits of our Premier Silver level will keep you flying with us. Your loyalty to United is very much appreciated and we look forward to welcoming you onboard your next United flight in the very near future.
  
  
  Regards,
  ****** **************** ***********************
  ********************** case ID ********
     

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 2/9/2020 I purchased 2 United Airlines tickets for $569.80. 12/7/2021 I cancelled flights due to Covid. 8/28/21 my husband, ***************************** passed away. Nov. 2021, I applied for refund for my late husband's ticket. 11/22/2021, United processed refund for $148.40 and sent funds to United/Chase credit card used for original transaction. That credit card had been cancelled on 11/16/2020. Information from ********** shows that $148.40 was returned to United on 12/6/2021. Details are as follows: transaction ID ***************, retrieval reference number ************. United insists on sending refund to the credit card account which is no longer in the Chase system. I am requesting United Airlines to send me a check for $148.40.

  Business response

  02/07/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I appreciate your letting us know about your request for a refund of your husband's ticket.  Please accept my sincere condolences for the loss of your husband.  I want to let you know that United Refunds issued a check on February 4, 2022, in your name for the full amount of ************************************* unused ticket.  Please allow at least 4 weeks for check disbursement.

  
  We know you have a choice of airlines, and we are grateful for your support as a MileagePlus member, *************************.  We look forward to serving you under more pleasant circumstances.
  

  Kind regards
  

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

  Customer response

  02/09/2022

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

• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got flight credit for a return trip, which I was unable to use online as it threw an error message that my request could not be completed. Then I called customer service and I was on the phone with Sherwin who was not able to help me at all despite being on the phone for over an hour and then said he would transfer me to another department without a valid reason. I then asked to be transferred to the manager and was told it would take **** minutes and 40 minutes later, I was still on hold. I wasted over 1.5 hours and have not been able to use my flight credit. Extremely disappointed with the customer service and lack of online tools to help me reclaim my flight credit. I have called and emailed United several times and have spent hours on the phone holding with no results. This feels like cheating.

  Business response

  02/04/2022

  Dear ****************,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
   
  BBB - 16704801
   
  I'm sorry about your experience.

  In review of your confirmation number; NEB5BJ, our records indicate a refund was requested for ticket number ************** via your bank.
   
  I hope this  helps:
   
  Refund ID - ********************** ************************ CHARGEBACK 2/3/2022 7/21/2022 Logged CC-Chargeback accepted.

  You will need to contact your bank regarding your refund request.
  
  Our website (united.com) has detailed information you may need during your travels. We also have a dedicated ************ team that is available 24/7 to answer all your questions at our ******* and ******** pages @United.
   
  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
  Corporate *************
  Case ********

  Customer response

  02/07/2022

   
  Complaint: 16704801
  
  I am rejecting this response because: It is unclear to me if my refund request has been accepted and how much I am being refunded and when to expect that. I called my bank and they don't see any credit back/accepted on my account.
  
  Sincerely,
  
  ***********************

  Business response

  02/08/2022

  
  Dear ***************:
  
  United Airlines has received your message from the Better Business Bureau. BBB 16704801.
  
  Our records indicate the initial refund was processed through a dispute, but the funds returned to United.  However, we are formally processing the refund of the return segment, for $586.57, back to credit card ending in 3214.  The refund is processing as of today,please allow up to one billing cycle for the credit to reflect.
  
  I hope this information is helpful to 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 ********

  Customer response

  02/09/2022

   
  Complaint: 16704801
  
  I am rejecting this response because: Thank you for the refund update. I am short of ~$30 in this amount. I also paid a $30 seat fee for this leg of the trip so the total refund amount should be ~$620 and not $586. Can you please confirm this as well?
  
  Sincerely,
  
  ***********************

  Business response

  02/10/2022

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

  The refund you received on February 8, 2022, to the original form of payment (the credit card utilized for the ticket purchase) was for the unused portion of your ticket.  As such, United Refunds reviewed your ticket and calculated a refund in the amount of $586.57 USD for United Flight 868 on ***************************************** to *************, **********.
   
  The purchase in the amount of $29 USD for preferred zone seating for United Flight 868 on **************************************** to *************, ********** was refunded on May 16, 2021.  Please be sure to check your credit card statement.
  

  Thank you, and we hope this information helps to clarify the matter.
  

  Sincerely,
  

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

  Customer response

  02/10/2022

   
  Complaint: 16704801
  
  I am rejecting this response because: Thanks for sharing, this is helpful! Can you please help explain why United was showing me a travel credit of ~$620 (screenshot attached) for this cancelled flight online but refunding me less than that?
  
  Sincerely,
  
  ***********************

  Business response

  02/14/2022

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

  In order to address your concerns, I kindly ask you provide me with additional information such as the reservation confirmation number and the 13-digit ticket number beginning with the numbers 016 which is associated with this $618.57 flight credit.

  Thank you
  

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

   

  Tell us why here...

  Customer response

  02/15/2022

   
  Complaint: 16704801
  
  I am rejecting this response because: Confirmation number: NEB5BJ and reference number: 0169912123701
  
  Sincerely,
  
  ***********************

  Business response

  02/17/2022

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

  United reservations confirmation number NEB5BJ is associated with United ticket number 0162340709065.  And United Refunds issued a refund in the amount of $586.57 USD on February 8, 2022, to the original form of payment (the credit card utilized as payment).  Whereas our records reflect ************* is a $29 USD Preferred zone purchase and a refund for the $29 USD was issued on May 16, 2021.
  

  I know you provided screen shots; however, I cannot view a future flight credit for $618.57 USD.
  

  Thank you for allowing me to provide assistance.
  

  Sincerely,
  

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

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - January 29, 2021 - United flights from *********, ** to LAX - I flew from ********* to ****** and was re-routed to Aspen. I was scheduled on United Express Flight **** to depart Aspen. The flight was canceled.- It was announced by the United Supervisor that the flight would not depart that evening and they would reimburse hotel and transportation for the evening.- I spoke to the Supervisor and informed her that the cheapest hotel within bus distance was $1500 for the night. She assured me that they would reimburse the hotel with no cap. She then gave me written permission to book this hotel. - I was informed that I would not be able to sleep in the Aspen airport overnight as it closes. My only option was to book a hotel or sleep on the street.- The trip usually takes 5 hours and took me 30 hours including the overnight stay.- I sent my proof of reimbursement to United and they refuse to reimburse the full amount.

  Business response

  02/04/2022

  Dear ***************:  
  

  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
  

  BBB #********
  
  I'm sorry to hear about your flight irregularities on December 29, 2021. Sometimes there are maintenance delays or other issues that impact our operations, and we're sorry this impacted your flight.
  
  I regret any confusion or misunderstanding regarding the reimbursement for your hotel expense.
  
  Normally, per our reimbursement policy, the maximum amount allowed for hotel, food and transportation expenses is a total of $200.00. However, I understand that the Aspen supervisor authorized you to find a hotel and you'll get reimbursed for the hotel expense.
  
  I see that my colleague, *****, has been working with you to authorize the full reimbursement for the amount of $1,420.00.  Our record shows that on January 28th, a check for $200 was mailed to your address on file.  
  
  She has advised that she's working on processing a draft to cover the remaining balance of your hotel expense.  The approval and delivery process can take up to 21 business days. However, processing times can depend on volume and additional unexpected factors. Thank you for your patience.  
  
  I'll pass along your feedback so we can continue to improve how we take care of our customers. 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.
  
  We appreciate your loyalty as a MileagePlus member and look forward to welcoming you on board a future United Airlines flight
  

  Kind regards,
  

  Leyly *****
  ***********************
  Case: ********    

  Customer response

  02/04/2022

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

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Tickets from ****** to ****** for travel on May 12,2020. Confirmation number P7BXSR. These tickets were cancelled because of Covid. I was told I had the credit available for 2 years. Credit had to be used by Dec 22,2022. I called United to use my credit and no one can find my credit. Gave the agent all the information possible, E-Ticket Number, One pass number booking confirmation but they state that its not valid. This is ridiculous on the part of United as the information is very well visible on the attachment. I can easily pull up the information on the United website for some reason the when trying to use the credit the agent can't seem to pull up the information. I have been a loyal United Customer for many years, have miles that I never used but for some reason now when trying to use a credit United is denying it.

  Business response

  02/04/2022

  
  Dear Mr. and Mrs. ****************** received your letter from the Better Business Bureau regarding your refund discrepancy.  I am sorry to learn you have not yet receive your refund in form of an Electronic Travel Certificate.  Please allow me to resend your Electronic Travel Certificate refund ($802.66 per person).  The process may take 3 to 5 business days.  You will receive a separate email containing details on how to redeem your certificates.
  
  Should you have any questions and/or need additional assistance with your Electronic Travel Certificate, please contact our *********************** at **************.  A highly trained agent will be glad to assist you with your travel needs.
  
  We truly appreciate your business and look forward to welcoming you on-board a future United Airlines flight.
  
  
  Regards,
  
  ***************************
  Corporate Customer Care
  **********************
  Case ID - ********

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was scheduled to take flight UA3671 from *** to *** on 2/2/22 and the flight was delayed multiple times and ultimately cancelled. I had checked a bag and went to retrieve it from an attendant in the ticketing area and was met with so much hostility. I also asked if there was possibility for compensation because I had to stay another night and I hadnt planned on that. Immediately she told me no and that it was a stupid question. She then would not help retrieve my bag. Truly the worst customer service Ive ever experienced and I was at the priority counter Im really disappointed in Uniteds service.

  Business response

  02/04/2022

  Dear ******************:
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond.
  BBB #********
  
  I'm sorry your flight UA3671 on February 2, 2022 didn't operate as scheduled. Sometimes, weather can cause delays or cancellations that affect our operations, and I regret this impacted your flight.
  
  Regardless of your circumstances, I want to apologize for the poor service you described.

  You should expect our employees to treat you with dignity and respect, maintaining friendly, professional service at all times. We expect the same from our representatives, as its part of our culture. I apologize for your disappointing experience. Thank you for taking the time to write; your honest feedback will be passed to the appropriate management teams for training purposes and it will help us improve.
  

  I understand that this cancellation must have been frustrating. However, because the cancellation was out of our control, I won't be able to compensate you.
  

  We always work to make sure your plans go smoothly, and we regret that the weather caused us to fall short. I will share your feedback with the appropriate teams so we can work toward improving our response to weather-related delays.
  
  We appreciate your loyalty as a MileagePlus member, and look forward to seeing you on your next getaway.
  
  Kind regards,
  
  Leyly *****
  ***********************
  Case: ********    

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The flight UA2492 has been canceled as shown in the attached screen. But United airline website/mobile app are giving instructions to customers to cancel flight by themselves so that they can avoid a refund to the original payment due to the flight cancelation. For mileage ticket, they automatically charge $125 for redeposits fee without asking approval/confirmation of the charges from the consumer. I know this is a hard time for airlines. But they could handle this better with clear guidance and hidden tricks after hours of waiting on the customer service line. Really appreciate other impacted industry like ************* which issue full refund without hassle like this.After two years, still no refund. Now I'm trying to use the credit, they have set so many restrictions on the credit that make it really hard to use. (Can 't apply online, can't apply to family members, higher price than regular online price if you paid with credit card).Talk to the agent and her supervisor for more than 2 hours still can't get any resolution.

  Business response

  02/04/2022

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

  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and our records reflect our ************************ contacted you in 2020 about this very same issue.  You were advised email on April 6, 2020, that the tickets purchased for you and your companions, for travel on April 3, 2020, from ******* to Washington, were non-refundable tickets.  And the tickets were valid for one year from the date of issue which was January 6, 2020.
  

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

  Sincerely,
  

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

  Customer response

  02/06/2022

   
  Complaint: 16702663
  
  I am rejecting this response because:

   

  This is a new case when I found when trying to use the credit to purchase ticket on United.com. That's when I'm aware it has very restricted usage.

  1. Cannot apply online. Have to call customer service and wait hours to get a booking manually.

  2. The credit can't be applied to passengers not on the original ticket, even though in the same family.  

  3. The price quoted with credit is 20-30% higher than regular online price. We can only purchase 3 tickets with the credit ~$1600 (still need $200 payment). For the same flight, I can purchase 4 tickets for the whole family for $1700 with my credit card.

   

  According to 2021 DOT report and President *** even non-refundable ticket must be refunded if the flight is canceled or significantly changed due to earlier Covid-19 days in 2020. FYI:

  https://www.transportation.gov/briefing-room/*****-details-efforts-secure-refunds-american-families-flights-cancelled-due-covid-19

   

  
  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. ↩