Complaints

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

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  United Airlines, Inc.

  233 S Wacker Dr 14th Fl Chicago, IL 60606-7147

• 

  United Airlines

  3901 Mokulele Loop, #23 Lihue, HI 96766

• 

  United Airlines @ Hartsfield

  PO Box 20949 Atlanta, GA 30320-0949

• 

  United Airlines, Inc.

  Online Reservation Online Reservation, NJ 07003

• 

  United Airlines, Inc.

  5300 Riverside Dr Cleveland, OH 44135-3130

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:09/07/2022

  Type:Billing 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 United MileagePlus member for nearly 30 years. Recently I was gifted elite status for my birthday from a coworker. Upon receiving the status details, I noticed it was a different MileagePlus number so I called United to merge my accounts. A few weeks later I received an email from United that my account of 30 years has been closed. United stated that it was closed because I allowed someone to open an account on my behalf or it was obtained fradualently. I explained to United that I did not open the account nor authorize it. I didn't know anything about this until I received it as a gift. Once I received it I called United, merged my account and managed it all myself. I attempted to explain the issue to United but they stated that they consider the matter closed. I sent a follow up email to United for assistance but got no response, I sent a ***** letter delivered on August 5 but got no response. As a result my long standing account of 30 years is closed, thousands of miles revoked and nearly $1,000 I purchased in travel credits are lost as a result of Uniteds decision. I attempted to explain that I did not authorize not conduct this and I asked for assistance but United has not only responded. Please reactivate my long standing account and saved miles, travel credits and travel certificates!

  Business Response

  Date: 09/14/2022

  Dear **************:
  
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB # ********.
  
  I'm sorry to hear that your MileagePlus account was closed by our Corporate Security team, and understand that you have unresolved concerns.  
  
  If you wish to further discuss the closure of your account, please contact our Corporate Security Team at the following email address:***********************************. You can provide them your case number: 0110AA22.
  
  Thank you for reaching out, and we hope this will be taken care of very soon.
  
  Kind regards,
   
  Leyly *****
  Customer Care Management
  Case: ********

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17928173
  
  I am rejecting this response because: your request for me to contact *********************************** resulted in no reply. I tried a month ago to contact *********************************** and no-one responded. I tried again as soon as I got your response and included the reference number. Both times, I included my name, email and phone number. However, to date, I have not received a response at all. Please intervein/follow up on my behalf as it seems my emails and even a physical letter I ******** are just being deleted with no response. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/26/2022

   Dear **************:
   
  Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review. 
  

  I understand that you still have unresolved concerns regarding the reasons for the closure of your MileagePlus account number ********.   
  

  Our records show that our MileagePlus Compliance team was in communication with you and have replied to your letter explaining their findings and the reason to close your account.    
   
  Due to the nature the of your claim, we cannot provide any details around the outcome since all reviews and final decisions remain confidential with the ********************************* team.
   
  However, I've escalated your latest concerns the appropriate management team for further review. Please allow a few business days for their review and follow up. 
  

  Thank you for reaching out, and we appreciate this opportunity to respond. 
  

  Kind regards,
   
  Leyly *****
  Customer Care Management
  Case: ******** 

  Business Response

  Date: 10/13/2022

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

  You should have received a response from our Executive Team on September 26, 2022 regarding your MileagePlus account closure.  I have copied their email below for your reference.
  

  Best regards,

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

  Customer Care Management

  Case ID:  ********

  ---------email sent on September 26th below

  Hi **************,
  
  
  We have received your appeal regarding the cancellation of your MileagePlus account.
  
  
  Unfortunately, the actions taken by you and those you engaged/engaged on your behalf were in direct violation of United AirlinesMileagePlus Program rules (the rules).  Specifically, Section 2 which states that any conduct detrimental to the interests of United, any fraudulent activity or attempted fraudulent activity, or any misrepresentation of any information furnished to United or its affiliates by any member, or anyone else acting on the member's behalf, may result in the termination by United of such member's membership, the loss or cancellation of accrued mileage, certificates,awards or benefits, or both, or the loss of other Program benefits. Terminated members shall not be eligible to participate in any aspect of the Program, and members whose accounts have been terminated shall not be eligible to enroll with new accounts and Section 6 of the rules states each individual may maintain only one account in the Program.
  
  By giving a third-party access to the second account you created/the third party created, that represents a violation of Section 6 only the Member named on the account will be entitled access to account information.
  
  You are free to travel on United Airlines but are not permitted to re-join the MileagePlus Program per Section 2 of the rules which states members whose accounts have been terminated shall not be eligible to participate in any aspect of the Program and shall not be eligible to enroll with new accounts unless express consent is received from United.
  
  We regret this action was necessary; however, it is important to United Airlines to protect the integrity of the MileagePlus program for all our members.
  
  Regards,
  
  *******************************
  Specialist - Executive Solutions
  United Airlines
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 17928173
  
  I am rejecting this response because:

   

  You are correct. I did finally receive a response from United, however the response was not an acceptable response considering the situation and I did reply. Below is my reply however I  have not received a response to my reply. 

   

  Hello *****************,

   

  Thank you for your response. I am disappointed to see that reconsideration was not given to the facts and circumstances. I know United is eager to maintain the integrity of the program, as such that should including understanding and evaluation of all the facts, history and intentions. 

   

  In your reply, you stated "By giving a third-party access to the second account you created/the third party created, that represents a violation of Section 6." As I stated before, and am trying to make clear, I did not create a 2nd account not did I give a 3rd party permission to create the account. It was done without my approval, awareness or knowledge. As soon as I was made aware of a 2nd account I contacted the ******************* center, the very think the MilaegePlus rules state that I should do. 

   

  I would ask you to think of it this way. How would you feel if someone opened an account under your name without your knowledge or permission and then a month later you get a letter from United saying that your account has been closed. But don't worry, you can still travel on United you just can't earn/redeem your miles, travel Bank, employee discount etc. You took no action nor gave any approval for the action and you had no intentions to violate the rules, however you were still punished permanently as a result. 

   

  As a member in good standing for 30 years, I have appealed to you for your understanding and compassion. It may seem like just a MilaegePlus account, but I've had a connection to United and milaegeplus since my childhood and it hurts to receive this news with no opportunity for reconsideration, understanding or ****** Please take this matter into consideration once more and elevate my appeal. I am willing to help show, explain or discuss whatever is needed with whoever you tell me. I value my membership and relationship with United's MileagePlus and would hope that you value me as a customer and take the entirety of the evidence into consideration and reactivate my account. 

   

  Thank you for your consideration,

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

• Initial Complaint

  Date:09/07/2022

  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 March 9th, 2022 I purchased three tickets for myself and my children to fly to **********, ********** to meet family and go camping in our National Parks.Our trip was CMH to *** on August 26th and return September 4th for me and my 10 year old daughter and 15 year old son.On March 10th, I received an email that our flights were changed by United Airlines. On July 25th, I received another email that our flight was changed once more.On August 25th I called in to ask why I couldnt check in myself and my children via that app.The agent that I spoke to on the phone assured me that my kids tickets were there, and that for some reason I cant see it but she could. I asked her if she could also change our flights to a later flight for the three of us flying out and also a later flight for the return. The agent said she rebooked it and I asked her to send over a confirmation email. The confirmation email did not include my kids tickets and when I questioned it, she assured me that all was well, that she could see the tickets on her end and it was not going to be an issue when we checked in in the morning. This conversation is recorded.I felt uneasy and to be sure, I also contacted chat support afterward. They said all the same exact things to me. That they can see all three tickets, that I am all set, not to worry. I have screen shots of these conversations as well. In the morning, my children and I arrived at the airport only to be told that my children had no tickets and I needed to pay ***** dollars to fly my children to ********** with me and we also couldn't get in until 9pm.I ran over to the ******** Airlines counter and gratefully found a flight for all three of us to arrive in ********** to pick up our rental. I went through the same drama when I called on September 3rd about our tickets for the 4th and I had to purchase tickets again from another airline. **** dollars which I also want reimbursed as well as acknowledgment call.

  Business Response

  Date: 09/19/2022

  Dear ************************,
  
  I am responding to BBB Complaint ID ********.
  
  I'm sorry you had to find another way to reach your destination.
  
  I apologize for the frustration and confusion regarding your children's reservation. The experience you described is 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 have not been met in regards to this matter.
  
  While we don't provide reimbursement for the alternate transportation, I've submitted a refund request for your unused ticket ticket. I will share your feedback so we can continue to work on improving our operation and customer experience during unexpected events such as this.
  
  We're committed to improving, and want to make this right. I will send you a $250 electronic travel certificate. You can use this certificate towards the purchase of your next United or United Express flight. It will arrive via email in the next few business days.
  
  I am unable to find the names of your children. Please send them to me and I will issue the same for them.
  
  We want to thank you for choosing United for your travel, and hope you'll give us the opportunity to provide a more positive experience in the future.
  
  Kind ****************************************************** Management
  Case ID: ***************

  Customer Answer

  Date: 10/03/2022

   
  

  Per ************************* offer, I accept with provisions: 
  

  
  

  To clarify:
  

  For me *********************************** I am to be given a refund for my United Airlines ticket for the original full amount I paid (I have not received this yet, nor the vouchers mentioned in *****'s response). 
  

  For me ***********************************, I a $750 dollar voucher instead of a $250 dollar one.
  

  For my son *************************** a $750 dollar voucher instead of a $250 dollar one.
  

  For my daughter ********************* a $750 dollar voucher instead of a $250 dollar one. 
  

  
  

  This is to almost cover my out-of-pocket expenses with ******** Airlines and Southwest Airlines for the tickets that United said I had in place for me and my children based off of recorded phone conversations with phone support the night before and chat support conversation as well on the night before our flight. 
  

  
  

  Even though this will help me re-coup most of the cost of replacing these tickets, it does not cover any of the trauma experienced by my children and myself and ruined part of our family vacation. But I am open to accepting this amended offer, to put this behind us. 
  

  
  

  If you do not accept this offer, then I am requesting that I get a copy of the phone support recordings that I have had with the customer service representatives who not only re-assured me that I had three tickets the night before our flight, but also they re-booked those three tickets both ways to later flights. I already have a copy of the chat support conversations. This way, the chat support conversations along with the phone support conversations, will allow me to take action based off of those conversations instead. 
  

  
  

  
  

  Have a great one,
  
  Ria Dark

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

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

  https://***********

• Initial Complaint

  Date:09/06/2022

  Type:Order 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.

  Very disappointed with United Airlines, we paid an additional $200 per person (total $800 for 4 of us) to have a direct flight to ********** and a week before our trip they notified us that we are having a connecting flight to ******* and they are not refunding us the $800 that we paid for having a direct flight.Ive been back and forth with emailing them and calling them and not getting anywhere with them, very unprofessional and I feel ripped off.

  Business Response

  Date: 09/14/2022

  Dear ******************:
  
  I'm sorry to read that your flight was impacted by a schedule change.
  
  I sincerely apologize for the inconvenience the schedule change caused you. While this can happen for a variety of reasons, I know we fell short of meeting your expectations.

  Please know that United does not refund fare difference or compensate for schedule changes.

  We appreciate your business and understanding.

  Regards,

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

  21329155

   

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17926354
  
  I am rejecting this response because:
  
  United Airlines charged me $800 for a direct flight and did not fulfill their duties and just because they changed their flight schedule is not my fault and not fair to the consumer..very disappointed and cannot believe this is how they do business

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

  Business Response

  Date: 09/22/2022

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

  I am sorry that you continue to be dissatisfied with my response.

  When schedule changes happen you can always request a full refund so that you can purchase new tickets.

  As a customer service gesture, I will offer each of you a $100.00 electronic travel certificate.

  Please send the names, address, email address, phone number and ticket numbers of each traveler.

  Regards,

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

  21377943

  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 somewhat satisfactory to me but not fully satisfied.

  As per ********************** has offered each one of us a $100 electronic travel certificate.

  As per *********'s request below are the four members of my family (me, my wife and two kids) that were affected by this situation:

  United Flight Conf# BF0718

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

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

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

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

  Email Address for all of us is: ******************

  Phone Number is: ************

  Address is: *********************************************** 91364

  I don't know what our ticket numbers were all I have is the Flight Confirmation I got from UNITED Airlines which is BF0718.

  Please explain to me how this $100 electronic travel voucher for each of us is going to work.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 17926354
  
  I am rejecting this response because:
  

  nfortunately United Airlines has not fulfilled what they had promised for me to close this case, please re-open this case and please get in touch with them to see what is going on. 
  
  **********************, from United Airlines offered us $100 per person an electronic travel certificate and unfortunately we have not received anything from her nor have we gotten any communication from her on how these $100 electronic travel certificate will work. 

  
  

  If you look at our email communication through BBB Dated 9/23/2022 at 11:03am, I responded to her email and provided her all the names of my family members that were affected by this as per ********** request. 
  

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

  Business Response

  Date: 01/11/2023

  Complaint: 17926354

  Hello ******,

  
  I am sorry that you have not received the $100 Electronic Travel Certificate for each traveler.

  Today I have requested the certificates to be sent to you.  Please let me know if you do not receive the certificates in a separate email in the next five business days.

  Kind regards,

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

  Customer Care Management

  Case ID:  ********

   

  Customer Answer

  Date: 01/12/2023

   
  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:09/06/2022

  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 was originally scheduled to fly from ****************** to ******************** on United on 8/3, but my flight was cancelled. I then rescheduled my flight for 8/4, which was also cancelled, and then I rescheduled my flight for 8/5 which was cancelled again after I spent 10 hours at the airport on standby on earlier flights. When I tried to reschedule for 8/6, all flights were fully booked and I could not fly to ******* until 8/7 (this flight was also delayed 4 hours). These delays caused me to miss an important personal event on 8/6. To allow for travel disruptions, I scheduled my flight for THREE days in advance of the event, and United was still unable to get me there in time for my event. In the interim period I have submitted multiple claims to United for compensation and reimbursement and they have either denied compensation or neglected to respond to my complaints at all. My confirmation number for the flight/trip is IXR7PL

  Business Response

  Date: 09/14/2022

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

  I am sorry to read that your flights were cancelled.

  In reviewing your ticket details, I found that the below flights were all impacted by severe weather conditions:

  ***/*** UA2363  8/3/2022 - extreme weather conditions.
  ***/*** UA2363  8/4/2022 - extreme weather conditions.
  ***/*** UA5216  8/5/2022 - extreme weather conditions.
  ***/*** UA3611  8/7/2022 - Air Traffic Control - weather.

  In situations where flights are delayed/cancelled due to weather, United does not offer compensation.

  We appreciate your understanding.

  Regards,

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

  21328587

   

• Initial Complaint

  Date:09/06/2022

  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.

  I booked a Flight and Hotel on United.com website. Unfortunately I got sick before the trip could occur. United informed me that I would have to go through Priceline to cancel the trip. Priceline canceled the hotel but only would provide me with travel credit for the flight. I applied for a refund directly with United, which they authorized a refund as of 7/2/22. Based on several inquiries to Priceline and United, I still do not have a refund in hand. Both agencies have absolved blame on the matter. United says that a check was mailed and Priceline is saying they never received a check and are withholding any refund. Neither agency is willing to speak directly to one another to resolve the matter.

  Business Response

  Date: 09/13/2022

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

   

  I'm very sorry that you are having difficulty obtaining your refund, however the online agency that your purchased the ticket from has received the draft and it was cashed on September 12, 2022.  Please see the attachment for proof.

   

  Thank you for choosing United Airlines and MileagePlus.  You are a valued customer, and your business is appreciated.

   

  Sincerely,

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

  Customer Care Management

  Case ID ********

• Initial Complaint

  Date:09/06/2022

  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.

  We booked the flight which United which is multi-city. In the booking confirmation from the United, 2 check bags were included in all the flights. When we checked in with Hawaiian Airlines, the insisted that we need to pay for the baggages even though we showed them the confirmation from United Airlines. They said that we can ger refund/reimbursement for the United. We had no choice but paid for the check bags.We sent an email to United and they said they are not going to issue the refund. We need BBB to help investigate this since this is clearly United's fault.Below is the response from United customer support."""Hi Thanawut,I'm sorry you were caught off-guard at check-in when you learned a baggage fee would apply.Although I'm unable to refund fees that were collected by another airline, I can understand your frustration with the unexpected charge.Please know that I shared your feedback with the appropriate teams so we can work to provide better communications to our passengers in the future.As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.Regards,****** ************* Case ID: *************** """

  Business Response

  Date: 09/13/2022

  Dear Mr. Ananpiriyakul:

   

  I'm very sorry that you are not happy with the previous response you received from United ************** and offer my sincere apologies.

   

  I have reviewed both receipts you sent, as well as your reservations.  The free baggage allowance pertains for United operated flight, and flights operated by our *********************** such as All Nippon.  ******** Airlines is not a member of Star Alliance.

   

  Both of the receipts show a free baggage allowance for travel from ******** to *************, but you and your companions actually flew from ******** to **** and then on to *************.  Those flights were operated by ******** Airlines, who charges their own baggage fees.  Any time a passenger travels with multiple carriers, our website does provide the information that they should check with each carrier to verify baggage fees.

   

  While I understand you were upset at having to pay baggage fees to Hawaiian Airlines, I must decline your request for a refund of those fees.

   

  Thank you for choosing United Airlines, MileagePlus and Star Alliance.  You and your travel companions are valued customers, and your business is appreciated.

   

  Sincerely,

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

  Customer Care Management

  Case ID ********

   

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17924022
  
  I am rejecting this response because:

   

  According to the confirmation email, it states clearly that the Baggage fee are included ($0) from *** to ***.

  The flight has 1 stop at KOA but it should not mean I need to pay for the baggage since it is from *** and final destination is ***.

  If what United said is correct, the highlighted line should not be in the confirmation email. So I am rejecting the response from United and I want BBB to review this case.

  
  Sincerely,
  
  Thanawut Ananpiriyakul

  Business Response

  Date: 09/19/2022

  Dear Mr. Ananpiriyakul:

   

  I'm very sorry you are not happy with my response.

   

  While I must again decline your request to refund the bag fees, as United did not charge them, if you feel that you were charged incorrectly, you will need to contact Hawaiian Airlines directly, as they charged the fee, and United is not partnered with them.

   

  Thank you again for choosing United Airlines and ****************************************************************************************** Management

  Case ID ********

• Initial Complaint

  Date:09/06/2022

  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,Our United Airlines flight back from ****** to ****** on June 2, 2022 was initially delayed by 4 hours and 30 minutes and finally canceled. We were rebooked by United staff to a flight on June 4, 2022. This was unacceptable as we did not have any care available for our 4 children past June 2, 2022. United's staff was careless about our requests and case and treated us like cattle. We had to arrange for emergency lodging, meals, and transportation while stuck abroad and also had to arrange for emergency care for our children who were back in the US.According to United's staff, the reason for the flight cancellation was because there was no staff to fly the plane. The staff that was originally planned to flay did not have enough rest and couldn't fly. It is important to note that a very similar flight from Delta was able to depart on the same day.To resolve this matter, we ask for the following:1. The full reimbursement of our direct plane tickets from ****** to Newark since this is not what we received. $717.47 (The receipt did not include a breakdown per leg so I divided the total for both flight by 2)2. The full refund of the seat selection on the flight from ****** to Newark since those could not be honored. $114 ($57 per person)3. 600 euros compensation per person (**** euros in total) for compensation as per ** regulation EC *****. The reimbursements of all the costs associated to the flight cancelation (see breakdown below), which totals to $797.50 That brings the reimbursement of expenses to $1538.97 plus the compensation of **** euros as per EC261 for a total of $2738.97.It has now been months since my original request. The date of United ************* response was June 8, 2022. The case ID is ***************. I responded with the full details of the complaint and request on June 10, 2022. Since then, I have followed up June 27, July 9, and July 13, 2022. None of those were followed up by United Airlines!Thank you

  Business Response

  Date: 09/14/2022

  Dear ********************,
  
  We received your letter from the Better Business Bureau regarding your recent trip with us.  I want to apologize again for your flight disruption and unpleasant experience when you were scheduled to travel with us on June 2, 2022 (UA169 VCE-***). 
  
  Our records show that you have been in previous communication with my colleague (LeMarkus) regarding your claim.  LeMarkus had previously requested a refund for $57.00 (x2) and have also requested your monetary compensation under ** 261/2004.  As previously advised, the process may take up to 6 weeks and your reimbursement will be sent to your mailing address.  To avoid any delays and/or discrepancies regarding your reimbursement request, we asked that you continue your communication with LeMarkus (under Case ID: ****************.
  
  As a MileagePlus member your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Regards,
  
  ***************************
  Customer Care Management
  **********************
  Case ID - ********
  
  **********************
  
  
  9/12/2022 12:50:31 PM -

  Hi *****,
  
  
  Thank you for your reply.  Downgrades are not part of the law under ** 261/2004.  A refund request was generated for the $57.00 (x2) reference in your email.  Any refund for a downgrade will go back to the original form of payment.  The reference numbers are - ******** & 38383161. Please check with refunds after 21 business days for an update.
  
  
  I've processed payments under the law for (2) checks **R600 each and I've authorized payment for the out of pocket expenses in the amount of $797.00 USD. Please allow up to 6 weeks for processing and mailing to your address.
  
  
  Thank you for your business.
  
  
  Regards,
  
  LeMarkus
  Customer Care Management
  Customer Care
  Case ID: ***************

• Initial Complaint

  Date:09/06/2022

  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.

  On August 31st my grandparents flew from *********** to *** (xna) and they were charged $275 on luggage fees, when we bought the tickets, tickets included carry ons and 2 check baggage with no fees, second check baggage for $45. They had 2 carry ons, and 3 check baggage and they were charged $275. This flight was booked through united, and flew from *** to ******* through Avianca, and ******* to xna through united.Before they flew and tickets confirmed, i confirmed with an agent what was included on the flight, this was back in may because I was having issues reserving a seat for grandparents and she re stated that 2 checked baggage and 2 carryons. When i called august 30th, Avianca and united to make sure the bags were included because after the check in said no bags they said nothing can be done even though the flight was bought with the conditions attached.I spend 3 hours on the phone with united and Avianca noone new what to do. But at the end they said i had to pay for the fees and file a complaint, went through ******** and they offer a$200 certificate i accepted the certificate however I rather have the cash, and the certificate can be taken. I was not expecting to pay any extra fees, and this was a very unpleasant experience.I am missing one receipt, but I am sure united can get the receipt from Avianca, if not all try to call and obtain it.

  Business Response

  Date: 09/19/2022

  Dear *************************,
  
  *************** to BBB Complaint ID ********.
  
  I'm sorry that your grandparents were surprised with an unexpected baggage fee during check-in.
  
  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.
  
  To make this right, I will email each of them a $150 electronic travel certificate which will arrive within the next few business days. It can be used towards the purchase of a new United or United Express flight for any passenger of your choice, and we hope you'll use it to give us another chance.
  
  We appreciate you providing your candid feedback and look forward to welcoming you on board again soon.
  
  Kind ****************************************************** Management
  Case ID: ***************

• Initial Complaint

  Date:09/06/2022

  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.

  We traveled Internationally as a family (Confirmation Number: FMQSW5) on ************** 26, 2022, and with a return date of Sun, Aug 28, 2022. Our infant daughter had a paid ticket of 10% of the adult value (NIOTIS/GEORGIAANASTASIA eTicket number: *************). We booked the flights over the phone and the agent confirmed that the infant was entitled to a checked-in baggage. Also the same is stated on the United Airlines site and Ticket (https://www.united.com/ual/en/us/fly/travel/baggage/infant.html#:~:text=Our%20checked%20bag%20policy%20and,the%20fare%2Dpaying%20adult's%20allowance.) "Our checked bag policy and allowance applies to children with purchased tickets, including infants traveling internationally on 10 percent of an adult fare. If a child's allowance is exceeded, the extra items will become a part of the fare-paying adult's allowance. All standard restrictions for checked bags and service charges apply."However after checking in at the airport the "system" forced us to pay for the infant's suitcase for the sum of 100$ with the ticket agent stating that this doesn't apply to international flights. We called customer support and they asked us to file a refund request (Document ID: ************* , Tracking ********) which was later denied.We also encountered the same issue traveling back. The "system" forced us again to pay 100 Euro for the infant's checked-in baggage.It is clearly stated in the United Website link mentioned above that the checked bag policy and allowance applies to children with purchased tickets, including infants traveling internationally however the ticket agent in both cases couldn't do anything about it because the "system" required payment.Also the attached ticket clearly states that the fee for the 1st Checked Baggage for both trips is 0 Dollars.We are requesting to be refunded for the $200 we had to pay for the Infant's suitcase for both trips.

  Business Response

  Date: 09/14/2022

  Dear ******************** and ****************,
  
  We received your letter from the Better Business Bureau regarding your recent trip with us.  I am very sorry to learn that you were charged an additional baggage fees when you traveled with us on June 26th and August 28th, 2022.  Please know that I have submitted a refund for your baggage fee on your return flight.  ********************** will review your baggage fee and will contact within 30 days to advise you the status of your refund request.  Our records show that your baggage fee (**************) on your outbound was previously refunded.
  
  I realize your experience was disappointing, and to help make amends, I will send each of you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Your ETCs will arrive in a separate email containing details on how to redeem your certificate.
  
  As MileagePlus members, your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Regards,
  
  ***************************
  Customer Care Management
  **********************
  Case ID - ********

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17921559
  
  I am rejecting this response because we had requested the Initial trip baggage fee to be refunded to the original form of payment and NOT to be given as a United Airlines credit for future use. We will accept only if the refunds are provided as credit to the initial form of payment. We understand that it is more convenient for you to provide Credit for future use since the money has been already paid.

  Please see if you can reprocess the original claim for the first trip to be refunded to the original form of Payment.

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

  Business Response

  Date: 09/20/2022

  Dear **********************,
  
  I am glad to receive your reply and appreciate having another opportunity to address your concerns and requests.  I am sorry to learn your continued disappointment regarding your baggage fees discrepancies.
  
  Based on my findings, our records indicate that your baggage fees (100EUR per bag)was previously refunded back to the original form of payment.  Below are the details of your refund request.
  01615913865883 REFUNDED ON 6JUL22 BACK TO ORIGINAL FORM OF PAYMENT / 100EUR
  01642016837462 REFUNDED ON 14SEP22.  CREDIT CARD AX ENDING IN **** / 100EUR
  
  Should you continue to have discrepancies regarding your baggage fee refund, please visit our ****************** by visiting www.United.com > Travel Information > Refunds.
  
  We appreciate your business and look forward to welcoming you on-board a future United Airlines flight.
  
  
  Regards,
  
  ***************************
  Customer Care Management
  **********************
  Case ID - ********

• Initial Complaint

  Date:09/05/2022

  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.

  On 28/7 my wife found out her mother who lives in ****** has cancer. We purchased a United return flight (TO RJ TO) through Expedia ($1,338.21) as follows. Her mom would undergo a cystoscopy on Aug 4. HF0088 UA3542 ***-*** + UA149 ***-GRU + UA7324 GRU-SDU on Aug 3 GOL1079 SDU-GRU + UA844 GRU-*** + AC512 ***-*** on Aug 13 I drove my wife to the airport with my 2.5 year old son, she checked in, went through Customs and we drove back home. She received a text message while walking to the gate that her first flight had been canceled. We drove back to the airport and waited for her at the United check-in counter. She had trouble going from departures to arrivals to pick up her luggage in the carousels. After about one hour and paying for parking twice, she arrived and we went home without rebooking the flight, considering she would have already missed her moms procedure. We canceled the first flight, were refunded and we got a new one through Expedia ($1,330.41) as follows. EQJHR6 UA3542 ***-*** + UA149 ***-*** + UA7352 ***-SDU on Aug 9 UA7333 SDU-*** + UA63 ***-*** + UA4707 ***-*** on Aug 18 Same situation. However this time she was only notified of the cancelation about 40 mins before departure. We returned to the airport. We did an online research and found out UA3542 is canceled on a regular basis. After about one hour and paying parking twice, United changed her reservation as follows. EQJHR6 AV205 ***-BOG + AV249 BOG-*** + AD644 ***-SDU on Aug 10. UA128 GIG-*** + UA4707 ***-*** on Aug 18. Different situation. At the Avianca check-in counter, we were explained her flight had been incorrectly booked as follows. AV205 ***-BOG on Aug 10 at *****pm AV249 BOG-GRU on Aug 10 (instead of Aug 11) at ****am AD644 GRU-SDU on Aug 11 at ****pm ******* told us only United would be able to fix the reservation. After almost 2.5 hours at the airport, all was fixed and my wife finally flew to ****** at her third attempt. We spent a total of $89 in parking.

  Business Response

  Date: 09/14/2022

  Dear ****************,
  
  *************** to your complaint filed with the Better Business Bureau.
  
  I'm sorry to learn the weather interrupted your wife's travel plans on August 9 and she encountered additional issues with rebooking.  We value your time and can understand your disappointment, especially when she missed her mother's procedure.  
  
  While we don't provide reimbursement for parking, I will send your wife a $200 electronic travel certificate (ETC) as a goodwill gesture and to help offset the expense you incurred.  It will arrive via email in a few business days.  
   
  Thank you for reaching out to us, and we welcome the opportunity to provide the service you deserve on your next flight with us.
  
  Regards,
  
  Dayna 
  Customer Care Management
  Case ID: ********
  
  

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17920500
  
  I am rejecting this response because it was not weather the reason why my wifes travel plans were interrupted. Also, as per my first description, my wife was forced to make travel plans in 3 different dates because of United and all 3 dates had issues.
  

  August 3 was the first date scheduled for my wifes flight from ******* to **************. Her first flight (******* to ******) was canceled with no reason and there were no weather issues on either ******* (light rain, light wind) or Newark (light wind). Please refer to attached PDF files.
  

  August 9 was the second date scheduled for my wifes flight from ******* to **************. Her first flight (******* to ******) was canceled again. This time United said due to weather conditions.However, there were no weather issues on either ******* (light rain, light wind) or Newark (a few thunderstorms between 6.22-6.58pm). Please refer to attached PDF files.
  

  As I mentioned previously, I found out later after doing some research online that this flight was having a history of cancelations (see attached PDF file) and as far as Im aware, for no reason.
  

  That being said, I do not accept the offer of a $200 electronic travel certificate. I will not accept any sort of credit to use with United as I have absolutely no plans whatsoever to use United again. Also, this amount does not correspond to all the trouble my wife went through trying to board on a plane THREE TIMES. At a minimum, we would like to be reimbursed for the total amount spent on the flight.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/23/2022

  Dear ****************,
  
  I am responding to your additional comments regarding Complaint ID ********.
  
  Once again, I am very sorry to hear about all the weather disruptions your wife had while trying to get to her mother.
  
  Flight delays and cancellations are often unpredictable, and many behind the scenes processes need to take place in order to get a flight out safely. These processes involve many different departments. The origin city, destination city, and weather patterns along with the flight path are considered before cancelling or delaying a flight. Weather and air traffic control conditions are often unpredictable and occasionally, due to these types of flight irregularities, flight crews can exceed their maximum flying time. While we make every effort to find a replacement crew, if one is not available we may have to cancel the flight. Still, the root cause is due to weather/air traffic which is outside of our control. In these situations, we generally dont provide hotel, amenities or compensation.
  
  
  That being said, I want to make things better for you. I am going to make an exception and issue you a draft for $89 to reimburse you for your wife's parking expenses. You will receive the check within 21 business days.
  
  
  After looking at the reservation, I see that it shows your ticket was used. Since there is no value left on the ticket, I won't be able to provide you with a refund. I'm sorry for any confusion.
  
  
  We appreciate you choosing United for your travel and hope to have the opportunity to regain your trust.
  
  Kind ****************************************************** Management
  Case ID: ***************