Business Profile

Airlines

United Airlines, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

4,251 total complaints in the last 3 years.
1,523 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/18/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked three United one-way flights on April 4, 2022. My confirmation number was DQS934, E ticket number was *************. On Thursday, April 28th, I received an email from United. ************ had changed for 1.) ******** to *************/Newark; 2.) Newark to *******; and, 3.) ******* to ******/********. The new time for my Newark to ******* flight did not work for me. On May 2, I called United and they cancelled the flight, but issued me a credit for $125.50. I was told at the time that because I still had an open ticket (other flights), I would receive a travel credit.On June 11, 2022, United changed the flight time again for ******** to NY. On June 19, 2022, United changed the flight time again for ******* to **********.United is responsible for all the changes and the new times did not work for me. I called United and cancelled the ******** to *************/Newark and ******* to ******/********. The agent I spoke with told me that I would be issued a credit in the amount of $494.20 within two weeks for these flights. I received that credit. When I inquired about the $125.50 flight credit for my Newark to ******* flight, I was told to go to the ** website and fill out a request for a refund. Which I did. And it was denied per your email of August 8th. United changed my travel plans, not me. I am entitled to a full refund of $125.50. I do not want a travel credit. United's customer service is beyond awful. I just kept getting the runaround. The last person I spoke with in the ************* told me that I needed to go through the ************************ and request a refund. Unbelievable. So I did that and received an email from ************* telling me that I need to go through the ************* Really?? I already did that and I am not doing it again. I have no expectation of getting a different answer. This is just unbelievable. Does anyone at United know what is going on?? Please issue a refund of $125.50 to my credit card.
Business Response
Date: 09/21/2022
Dear ********************,

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

BBB -18042912

I'm sorry about your experience. I understand your frustration.

In review of of your confirmation number; DQS934, a refund was processed for the $125.50.

I hope this helps:

Refund ID - ******** - ************* ********, BETHM E-Tkt Web Domestic CC 9/16/2022 - Complete/ CC - **** - $125.50

We are always looking for ways to improve and your feedback is heard and appreciated. I will share your comments with the appropriate team for internal review.

********************, we appreciate your business and loyalty as a MileagePlus member. On behalf of United, we look forward to serving you onboard a future United Airlines flight.

Regards,

Valerie
UA
Customer Care Management
Case ********
Customer Answer
Date: 09/22/2022

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:09/18/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a mileage plus member for over a year. And received 0 poi.ts for being a member and spending thousands with the company I work for GE so I fly about 20 or so times a year. I signed up for the mileage plus, and have spent roughly ***** dollars this year to date. The app says I have earned 0 points, I spent 3 hours on the phone and app with the company, who also didn't know why I had received 0 points for all my purchases. After 2 hours he said I was good, "merging" points from another account I supposedly had, though I have only used one email and account this whole time. After signing off, and several hours later, I see that I still have 0 balance. This is illegal in the state I live in, ******, and the company refuses to fix the issue. I should earn what I owe, or be refunded for purchases due to false advertising and direct fraud from the agent saying I was being awarded points.
Business Response
Date: 09/21/2022
Dear Mr. *******,

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

BBB - 18041616

I understand your concerns regarding your MileagePlus account number.

Our records indicate you have multiple MileagePlus account numbers.

The account with a balance is RD698611 - balance 10725.

We've created an FAQ page on united.com in case you have any further questions. I hope this is helpful.

******************, we appreciate your business and loyalty as a MileagePlus member. On behalf of United, we look forward to serving you onboard a future United Airlines flight.

Regards,

*******
UA
Customer ***************
Case ********
Initial Complaint
Date:09/17/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am referring to my complaint #********, filed on 8/15, against United Airlines. On 8/24, BBB forwarded me a message from United Airlines, stating that they would post a refund to my credit card within the next 14 business days. I answered that this solution was satisfactory to me and the case was closed. However, to this day I have not received a refund from United Airlines. Therefore, I am filing a new complaint requesting that the refund be posted immediately to my credit card. (attached is the message from the business).
Business Response
Date: 09/21/2022
Hi ****,

The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.

I apologize for the delay in processing your refund request.

I have forwarded your request to our United ****************** for review. I will be contacting soon with an update.

We appreciate your feedback and look forward to assisting you with this matter.

Regards,

********
Customer Care Management
Case ********
Customer Answer
Date: 09/23/2022

Complaint: 18040972

I am rejecting this response because I'm waiting for the refund. I will be satisfied when the refund is processed and posted to my credit card.

Sincerely,

*********************
Business Response
Date: 09/28/2022
Hi ****,

The Better Business Bureau has notified United Airlines that you have additional comments for complaint #******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.
My intention was to make this right, and I'm sorry I frustrated you with my previous response.

Our records indicate your refund was processed on September 22, 2022 for $968.00 USD back to your **** card ending in ***** and our United ****************** sent you a confirmation email on this same date.

Please contact your bank or credit card company to inquire when you may expect to receive the funds.

We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.

Regards,

********
Customer Care Management
**********************
Case 21408931

Customer Answer
Date: 09/30/2022

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 have received the refund on September 26. Thank you so much for helping me with this case.

Sincerely,

*********************
Initial Complaint
Date:09/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The airline cancelled my flight without my consent and lied that the flight was cancelled, yet I found out that the flight was still scheduled to depart **********. I had to take a day off work to be able to make it to the revised schedule flight and to the airport. Then the airline did not compensate me for the inconvenient they caused me. My flight seat was changed and I had no choice to pick another seat of my choice. My ticket was booked and paid in full few months in advance, yet they kicked me out of my original flight and the same flight was still scheduled to depart on time. They changed my ticket to another flight which was fully booked and the connecting flight destination was changed as well. The airplane was a different plane class and smaller. So I had paid for a business class and selected desired seats, yet Was not the service I received. I had longer layover due to this change and stress at the tight seat due to airplane change. No food due to their shortage . I could also not sleep due to the seat being next to the loud kitchen. The difference between the ticket I paid and what I was offered is tremendous. I have asked the airline and sent my complaints, yet they did not respond to my concerns. The difference between my original flight to what it was changed was more than 6 hours. The email from the airline that notified me about my flight has changed and lied about the cancellation is attached. The representative mentioned that they are not sure why the flight was cancelled then when I found out later that it was not they had no idea what to respond.
Business Response
Date: 09/21/2022
Hi Bita,

The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding our previous responses to your travel experience. I appreciate the opportunity to respond to your concerns.

I'm sorry that our responses on July 19th and August 18th didn't meet your expectations. I understand how you feel and apologize for what happened during your trip.

After reviewing your experience again, I'm going to email a $300 electronic travel certificate which will arrive via email within the next few business days. You can use this certificate towards the purchase of any United or United Express flight within a year of the issue date.

Thank you for providing your feedback so we can continue to improve.

We appreciate your business as a MileagePlus member and look forward to welcoming you on board again soon.

Regards,

********
Customer Care Management
Case ********
Customer Answer
Date: 09/26/2022

Complaint: 18040743

I am rejecting this response because:
United Airlines changed my flight and seat number and the aircraft, I originally paid for. I paid for a higher price business class ticket with a comfortable spacious seat, yet they changed my flight and substitute it with a much smaller seat and different type of aircraft. The trip itinerary was changed, and my flight was rescheduled 6 hours earlier with a connecting flight of 3 hours of layover. (See attached proof of original booking changed)
United airlines kicked me out of my paid flight which was booked months in advanced with no explanation other than covid excuse in disguise. They lied that my original flight had been cancelled, yet my original flight was still running and NOT canceled. they only kicked me out of the flight list and replaced someone else in lieu of me since the flight was still scheduled to departure on time at 7:20 PM. on July 16, 2022. in addition, they caused me inconvenient to take time off work and arrange getting to the airport 10 hours in advance compared to my initial scheduled flight.
United airline was dishonest and lied that my original flight was cancelled while the flight was still scheduled on time to depart **********. United Airlines neither provided an explanation nor compensation for the inconvenience they caused me. I had booked that flight 4 months in advance. (See attached original booking details attached dated on May 1, 2022). I inquire an explanation of this irregular actions.
I request a full refund of this ticket due to the Airlines dishonesty and irregular operation causing me tremendous inconvenience and pain.
In addition, on the return flight, they delayed my baggage for 3 days. I arrived at ********** on 8/20/22, yet I received my delayed luggage damaged on 8/23/22. (Proof of delivery attached) broken lock and damaged contents.

Sincerely,

*************************
Business Response
Date: 10/03/2022
Hi Bita,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your travel experience. I appreciate the opportunity to respond to your concerns.
My intention was to make this right, and I'm sorry I frustrated you. I hope you're able to use the $300 electronic travel certificate issued to you on September 21, 2022, to give us another chance. Because you did complete your travel, I'm unable to issue a refund.

In addition,I apologize that your bags were delayed and damaged and can understand your frustration.

When your travel plans are with multiple airlines, the final carrier is responsible for handling your baggage concerns. In this situation, we'll need you to contact the last carrier, Lufthansa, on your itinerary to file your baggage claim. They'll need the bag tag number along with your receipts so they can work with you to process your claim efficiently.

Lastly, I'll share your additional comments with our teams as well so we can continue to improve.

We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.

Regards,

********
Corporate Customer Care
**********************
Case 21438369
Customer Answer
Date: 10/06/2022

Complaint: 18040743

I am rejecting this response because:
United Airlines has not responded to my concerns; I demanded my full refund and an explanation for the inconvenience and the fare difference they overcharged me for. it seems like they are avoiding the question. They are not stating why they lied and kicked me out of my original flight and stated the flight was cancelled, yet my original flight was still scheduled to depart on time. This leads to believe that United Airlines sold my single seat ticket with a higher price to someone else and now they deny evading the question. I purchased a business class ticket months in advance, however they kept my money and changed my trip schedule.
Their response is not related to my main complaint; they mentioned that I completed my travel and therefore, they are unable to issue a refund, yet they did not offer a refund when I had complained twice before even my trip was completed.
I need a compelling explanation of why they kicked me out of my original flight and a refund for the full one-way ticket from ************* to **********, *******.

Sincerely,

*************************
Initial Complaint
Date:09/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 31st our flight from ********* ******** to ****** ** was canceled after many hours delay. We were told it was a mechanical issue. While on the plane - only a few passengers received a handout about passengers rights in regards to cancelations. Upon returning home - I filed paperwork to receive reimbursement from United for the inconvenience. This was filled out online and a case number was filed and confirmation email claiming it may take up to 30 days to hear back from United. Today September 17th I just got off the phone with United customer service and after being put on hold numerous times - they said they are still reviewing the claim and it could be another 30 days before I hear back from them. This is absolutely poor customer service and I will also put this on a review for United. I only hope BBB will seriously look at the timeliness of how an airline replies to their compensation policies. Thx *********************
Business Response
Date: 09/20/2022
BBB ********************************************* **************:
My colleague sent the following email to you regarding your travel delay on July 31, 2022.
Please respond back at your earliest convenience with your choice for compensation.
Kind regards,
************
Customer Care Management
Case ID: ********
-------
Dear **************,

I am sorry to learn of your flight disruption when you were scheduled to travel with us on July 31st, 2022 (UA37 EDI-***). Monetary compensation is awarded to confirmed ticketed customers with a fare paid ticket and who were available to board the aircraft in accordance with United's Contract of Carriage. As alternative options to your claim for compensation under Regulation EC 261/2004 (**261), we would like to offer each of you and your son (***********************) each the choice between an $1000 (USD) United Travel Certificate (redeemable and transferable toward the purchase of flights operated by United, United Express, or United codeshare partners) or ****** United *********** miles (redeemable on flights operated by United, United Express or by Air ******, ***, Austrian, Lufthansa, SAS Scandinavian, Swiss, Thai, and 20 additional ********************** worldwide).

To view additional *********** services and award options within the worlds largest network, including Star Alliance and our other global partners, please visit us at: http://www.united.com/mileageplus. Travel Certificates expire December 31, 2023, and *********** miles do not expire.

If you desire one of these options, please let us know your preference and well facilitate delivery via e-mail within 3-5 business days.

However, if you still wish to pursue cash compensation under ** regulation in the amount of **R600, please provide a valid address where you would like for us to send it. You will receive your compensation in the form of a USD check. Processing of your payment may take up to 6 weeks.

We consider it a privilege to serve you and look forward to the opportunity to see you aboard the friendly skies of United soon. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.

Sincerely,

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

Customer Care Management

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

Case ID - ***************
Initial Complaint
Date:09/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I had initially booked flight UA3643 departing on July 12 at 5:27pm from *** to ***. I had to pick up my daughter and her friend from the summer camp near **********, ** by July 13, noon, which is about 2.5 - 3 hrs. drive from ***. I had booked a rental car (pickup July 12, 7:30pm) and a return delta flight DL **** departing on July 13 at 5:05PM. On July 12 @ 11:13am, I got a notification that flight UA3643 was canceled. and was given the option to take another UA flight departing later in the evening, with two stops. My concern with taking that flight was that any delay or cancelation of one of the legs would have put me at a risk of reaching the camp by July 13 noon, in addition to losing my car rental and missing the delta flight. The best option was to take the earlier UA609 flight, however, there was no economy seat left. The United customer rep informed us that it would cost us 86k miles to upgrade the ticket. We expressed our displeasure, as we felt that United was taking advantage of the situation, and were advised by the agent to upgrade the ticket and contact customer care later to address our concerns. My wife (*************************, Mileage# DB320276) used her ***** miles and bought ****** extra miles for $940). When we contacted United (Case ID: ****************, they informed us that they do not have a policy to provide compensation due to weather related cancelations, and offered us **** miles as a good will gesture, which we refused to accept. I understand that cancellations due to weather conditions are unavoidable (though I noticed none of the other airlines canceled their flights), but forcing the customer to bear all the liabilities because of cancellation is unfair business practice. The least United can do is pay back $940 that we spent for the extra ****** miles. I sincerely hope that BBB can help us address our complaint, and get the much deserved compensation from United.Thank you,Regards,Rohit (Mileage#: JL819644)
Business Response
Date: 09/20/2022
BBB Case # ********

Dear ******************:
I'm sorry that your original scheduled flight United flight **** from ****** to ******* was canceled due to weather. As we have mentioned in our previous emails United Airlines is unable to control the weather and we do not provide compensation or reimbursement for delays or cancellations due to weather.
We have also looked at the details of the flight that you chose to take, United flight 609. This flight had 12 seats available in economy, there were no economy PLUS seats available and therefore you made the personal choice to purchase an upgrade to travel in first class.
We must respectfully decline your request for a refund of the first class ticket purchased using miles and the fee that was paid. We are unable to refund tickets that have been used.
I am sorry that you decline the customer service gesture of ***** award miles for your flight cancellation due to weather.

I'll be sharing your feedback internally so we can work harder on our recovery process for future situations like these.

We appreciate your loyalty and look forward to welcoming you on board again soon.
Kind regards,
************
Customer Care Management
Case ID:  ********

Customer Answer
Date: 09/22/2022

Complaint: 18039955

I am rejecting this response because:
The response from UA is irresponsible, misplaced, and not true. At around 12:00 pm on July 12, when we were talking to the customer representative, there was only one seat left in UA 609, and that was business / first class only. There were no economy / economy plus seats left. The customer representative also confirmed and verified that this was the only seat left, and encouraged us to buy it or risk losing it. I would never think of upgrading to a business class by paying $940 + ***** miles for a less than 2 hr. one way ticket, but for the situation I was in. Sorry, this would have been the most outrageous thing to do, and I wouldn't have filed a complaint and wasted my time, effort, and energy on this issue. I am now more so ever convinced that UA did not deal with the situation properly by either misinforming us about the availability of economy tickets, based on UA's response, or by taking advantage of our situation caused by the flight cancellation, based on my initial claim. In both cases United is liable for providing the compensation.

Sincerely,

*************************
Business Response
Date: 09/28/2022
Complaint: 18039955

Dear ******************:
I am sorry that you are not satisfied with our response.
We are not able to refund a ticket that has been used. It was your decision to purchase an upgrade, and you traveled in the class of service that you purchased therefore no refund is due.

As mentioned in my previous email, your original scheduled flight United flight **** from Newark to ******* was canceled due to weather. United Airlines does not offer compensation for delays and cancellations that we have no control over.

The flight that you chose to take United flight 609, departed with 12 empty seats in economy. You wanted economy plus seating, and there were no economy plus seats available. Due to no economy plus seats being available you made the decision to purchase and upgrade ********************* in first class. You could have traveled in economy, as the flight departed with 12 seats available in economy.
Once again, we must respectfully decline your request for a refund of the first class ticket purchased using miles and the fee that was paid.
Best regards,

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

Customer Care Management
Case ID:  ********

Customer Answer
Date: 09/29/2022

Complaint: 18039955

I am rejecting this response because:

1. UA's response stating that since economy plus was not available in UA 609, I opted to upgrade to business class / first class is outrageously untrue. My original ticket in the canceled flight was an economy seat. Further I was not even aware that UA 609 or any local flights have economy plus, until I got this response. It is absolutely incredulous for someone to demand an economy plus, if economy seats are available at that time, and by choice upgrade to a business class / first class for less than 2 hrs. one way ticket and pay a premium on that. Its hilarious and funny. Can United provide any proof? The response seems very fishy or a case of mistaken identity, and I am very convinced that United messed this up.
2. I am attaching two email chains from United customer care (*****) in response to my complaint, where they never once mention about the availability of economy seats or the existence of economy plus.

3. I am very thankful to BBB for accepting my complaint and making a sincere attempt to address the issue. I truly feel that now United is coming up with its own version to cover up the issue, and I never expected this from United

Sincerely,

*************************
Business Response
Date: 10/07/2022
Dear *****************:

Thank you for your patience.

Please accept our regret you were not able to travel as originally planned and the alternate options were limited.

I believe both you and ***** are correct. It is very likely that while economy seats were available, these seats may not have been available to purchase on an award ticket for miles. A limited number of seats are available each flight for miles and are posted in buckets. Once a bucket is sold out, then the next option is what is available. Tickets can only be an even exchange if kept in the same cabin.

Airports have very limited access if any to override a system and it may not have been logistically possible at the time.

We completely empathize with the urgency to travel to be there for your child. While we are not able to provide a full refund, I will be happy to deposit ****** miles to your wifes frequent flyer account. The deposit will show up as two deposits of ****** miles each in a few days.

I hope you find this compromise and exception a reasonable resolution.

Thank you for your loyalty as a MileagePlus member. We understand the value of your decision to fly with us and we will make every effort to leave a better impression when we have the privilege of serving you again.

Regards,

Summer ******

Customer Care Management
**********************
Case ********
Initial Complaint
Date:09/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
As a chase/United quest card holder, per the terms and agreements I and my companion on the same reservation are entitled to 2 free checked bags each. Over the last 3 times flying with United, Im always charged for bags. *** contacted chase and United several times to resolve the issue yet both parties do nothing to resolve the matter. Countless hours of my personal time have been spent dealing with this issue as well as stress and anxiety at the airport when being forced to pay for bags. Im seeking compensation for my time and emotional distress.
Business Response
Date: 09/20/2022
Dear Ms. ******:
The Better Business Bureau has forwarded your correspondence to my attention.
I'm sorry to hear you were charged some unexpected bag fees.

Unfortunately, I won't be able to refund the fees. For the first and second checked bag fee to be automatically waived for the primary cardholder and one companion on the same reservation, the MileagePlus Quest credit card (up to $35 value for the first checked bag and up to $45 value for the second checked bag, each way, per person) on United-operated flights when the primary Cardmember includes their United MileagePlus number in their reservation and purchases their tickets from United with their card.For complete details, please visit united.com/ChaseBagmust be used to purchase the ticket. From my research, I don't see that the card was used for the reservation. Our records show that your Quest card ends in ****, however, the last four numbers of the credit card used to purchased your tickets was 4272. I think that this is why you have been charged on several occasions. I apologize if this was not communicated clearly at the airport.
In this case, a refund isn't due.
As a gesture of goodwill, I'm sending you a $50 electronic travel certificate per person that you can use for a United or United Express flight within one year of the issuing date. It will arrive via email within the next few business days, and includes instructions on how to use it.

As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
Regards,
*****************************
Customer Care Management
Case ********
Customer Answer
Date: 09/22/2022

Complaint: 18039832

I am rejecting this response because:
You state that my quest card ends in numbers ****. However, please see the attached image where my quest card on the Chase application clearly ends in ****. This is the card that was used and again the benefits were not transferred over into my reservation and I was charged.

Sincerely,

***********************
Business Response
Date: 09/28/2022
Dear ****************:
Thank you for your response.
From what I can see, the credit card ending in **** isn't what's attached to your MileagePlus account.
Please allow me to research this further with the ******************* Center.
I will contact you once I have more information.
Thank you for choosing United Airlines.
Regards,
*****************************
Customer Care Management
Case ********
Initial Complaint
Date:09/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a ticket from United Airlines with confirmation number: LQCJ4D and eTicket number: ************* for the date August 20, 2022, from *****-******* to ***********, ** *** with two stops, one in ************ and the second one in *******. The baggage allowance for the entire trip, as shown on the ticket and the United website, is one 50lb(23kg) bag included, and the second could be purchased for $40. The first Flight was Operated by Avianca Costa Rica, S.A. At the check-in counter, the assistant told me that the free bag was not shown in their check-in software and that I would have to pay $40 for the first bag and $230 for the second one. After arguing for 10 minutes, I agreed to pay because the check-in clerk said United would refund it. Once I arrived in ***********, I did a refund request with a Request ID: ******** with United, however, the United ****************** rejected my petition and they have even tried to even go against the writing on the ticked issued by them that clearly states "checked baggage policies had been deferred to United (the operating carrier) by Avianca (the marketing carrier). As a result, your baggage policies will be determined by "United Airlines" I have attached a picture of this for your information. Because my ticket was purchased with United, and the baggage policies are determined by United Airlines, I see fit that United should refund the price of the second baggage purchased as the itinerary from United clearly states what the cost associated with the itinerary should have been. If United see fit, United Airlines can file a complaint with Avianca but I don't see why I, as a United customer, should have to work this out with them. In any way, Avianca Airlines didn't help me either, because my ticket was purchased with United Airlines I am seeking help from BBB to resolve this issue with United Airlines as they have not been approachable in this unfortunate situation.
Business Response
Date: 09/20/2022
Dear Mr. *************************:
The Better Business Bureau has forwarded your correspondence to my attention.
I'm sorry that you were surprised with an unexpected baggage fee during check-in for flight .

I know that it's disappointing to pay a fee you weren't expecting, and regret any misunderstanding. When traveling on another carrier, they may charge bag fees based on their policies.
The baggage receipt that you sent from Avianca was for the third bag fees. If you were entitled to one free bag, then a refund isn't due.
If you have another receipt that shows the first baggage fee, please provide that so that I can reach out to Avianca to see if it can be refunded.
We appreciate your business and look forward to seeing you on a future flight with United Airlines.
Regards,
*****************************
Customer Care Management
Case ********
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 26, mine and my daughter's flight (UA1156) from *** to *** was cancelled. United said it was due to bad weather (the weather was perfectly fine) but an agent later said it was due to a crew shortage. Called Cust Svc to get another flight home including at many other airports but they were unable to accommodate. By law, for a flight cancellation they were required to offer us a hotel stay and food but did neither. I asked if I could take alternative transportation home (e.g., train or rental car) and they said yes that I would be compensated if I chose to do that and it was within reason (i.e., no first class train ticket, no luxury car). Given that I had no other alternative solution, I rented an intermediate car from Budget and drove home more than 6 hours due to construction and traffic with my body thinking it was the middle of the night since I had just flown in from Europe. I have repeatedly submitted my rental receipt, receipt for gas, and receipt for food to United for reimbursement and keep getting denied. The agents I spoke to (there were numerous calls) each said I would be reimbursed. I am owed $273.61...receipts are attached. United basically left us stranded by providing NO OTHER SOLUTION. And it was a joke that I was only refunded $34.10 (each person) for the canceled flight, there is no way that if buying that flight segment on its own, it would have ever been that cheap. I will not be satisfied until United backs what they told me and reimburses me $273.61. Thank you.
Business Response
Date: 09/21/2022
Please note we have refunded the unused portion of the customers United ticket and issued goodwill compensation of $200 per passenger.

Hi ******,

The Better Business Bureau has advised our of your your claim and we welcome the opportunity to address your concerns.

Your comments are certainly not reflective of our commitment to providing our customers the highest level of service. Please be assured it is never our intent to inconvenience our passengers in anyway, and I am very sorry your valid expectations of receiving optimal customer service were not met while traveling with us.

Please understand that we do work hard to minimize flight irregularities. Of course the safety and wellbeing of our passengers and crew must always be our first priority, so some delays or cancellations are unavoidable. We understand flight irregularities of any kind do cause major inconveniences for our customers and we certainly dont question the feelings of frustration that can arise as a result.

Please understand that weather events which impact flights *** not always be in your local area. Weather events system wide can cause system disruptions to flights and crews outside of the immediate area of the weather event.

As a gesture of goodwill I have sent you and your daughter each an Electronic Travel Certificate that *** be used towards your next purchase. I hope the Travel Certificate is accepted in the spirit intended; as tangible means of United Airlines acknowledging your disappointment in regards to this matter. Please note your Travel Certificate will arrive in a separate email correspondence in the next 72 hours.

Understandably no amount of goodwill can make up for the poor experience. However, we hope our gesture is recognized as sincere.

Additionally, we must respectfully decline your request for a refund of your rental car fees, but I do see that we have refunded your unused flight segments.

We hope you'll give us the opportunity to provide you with a more positive experience in the future.

Regards,

*********
Customer Care
Case ID: ***************
Customer Answer
Date: 09/22/2022

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:09/16/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a flight a few yrs. ago & had to cancel due to my health & covid concerns. 2 months ago i sent the letter from my dr. they requested. i got a paper check for $94.20. i dont have the original form of pyment so they asked for my letter stating its closed & theyll send me a paper check once it gets returned. its been returned. *** called them about 30 times & get transfered & told different things each time. *** waited 2 months for my refund. i want it in a paper check YESTERDAY!
Business Response
Date: 09/21/2022
I will have to reach out to the customer and request her ticketing and Refund files details, as she provided no details for our research on this matter. Once I have her details I will discuss her concerns with our Refunds team. Thanks ********;166377565739771
Customer Answer
Date: 09/23/2022

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,

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

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