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, Inc.

  United Airlines Baggage Services-HDQLZ PO Box 66140 Chicago, IL 60666-0140

• 

  United Airlines, Inc.

  Passenger Refund Dept.-WHQAK PO Box 66282 Chicago, IL 60666-0282

• 

  United Airlines

  2620 Crenshaw Boulevard Los Angeles, CA Los Angeles, CA 90016

• 

  United Airlines, Inc.

  PO Box 4365 Houston, TX 77210-4365

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:08/08/2022

  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.

  Purchased Premium Plus seats for my spouse and I on United airlines flight 987 6/2/22 round trip to *****. Night before the trip, airline switched planes eliminating this service class. We were reassigned to standard economy class. The fair difference was between $600/ticket. We were told we would be refunded the difference. Waited a month and received no refund. Called and literally spent hours on the phone with customer service reps. ******* received $102.00/ticket as a refund. Have contacted the refund line since and told there is no explanation for why I am receiving less than half the refund I expect and was told I would receive by UA when they changed our flight. Trying one last time before I file my complaint with DOT.

  Business Response

  Date: 08/19/2022

  Dear ******************:
  
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # *******.
  
  I'm sorry you were downgraded on your flight UA987 on June 2, 2022.
  
  This wasn't the experience we wanted you to have, and regret we couldn't better meet your expectations and provide a comparable seat in the moment.
  
  I understand you're disappointed with the refund amount that you received due to the downgrade.  
  
  Our accounting team determines the amount of the refund based on the purchased fare of the flight segment affected and the historical fare data on the date of purchase. However, to ensure accuracy, I've submitted an audit request of the ticket and the refund amount. Thank you for your patience and understanding.
  
  In addition to the $50.00 electronic travel certificate that was previously sent, I'll send each of you an $100.00 electronic travel certificate (ETC) for your future travel needs on United and United Express flights. It will arrive in a few business days to this email address. As long as the ETC is redeemed before expiring (December 31, 2023) you can travel beyond the expiration date. I'll also share your feedback with the appropriate management teams so we can continue to improve our procedures and services.
  
  I shared your feedback with the appropriate teams, as this helps us serve you better in the future.
  
  Thank you for your loyalty as a MileagePlus customer and we hope to see you again soon.
  
  Kind regards,
  
  Leyly *****
  ***********************
  Case: ********
  
  

• Initial Complaint

  Date:08/07/2022

  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.

  Below is a summary of the event in question. A more detailed description is also attached in a Word document.On 7/27/22, I purchased a ticket for flight number UA5743 to fly from **********, ********** to *************, ********** on 8/5/22. The confirmation code for this transaction is FFQ5BB . Also included in this itinerary was a connecting flight, number UA605 from ************* to ********, ******. On 8/5/22, I received notification via text message that flight number UA5743 had been canceled due to severe weather. Upon calling United Airlines customer service, I was informed that my ************ were to drive to the *********************, which is 90 minutes away from my home, and get on the connecting flight there, or to cancel the trip entirely and receive a full refund. Since this was a business trip, I had no other option than to make the early morning drive to ************* as suggested by the customer service agent. About one hour later, another telephone customer service agent informed me that the flight had actually not been canceled after all, but United did not inform me of this. Thus, the drive to ************* and its associated costs were unnecessary and avoidable.I am therefore writing to request a flight voucher in the amount of no less than $500. The reason for this request is to seek compensation for the rather unfortunate experience I had. The $500 figure is meant to compensate me for the costs I incurred as a result of the last-minute itinerary change (Confirmation Code FFQ5BB): parking fees, gas mileage, highway tolls, disappointing interactions with customer service agents, and the major inconvenience of needing to drive 90 minutes from my home at 5 AM to fly out of ********************* (***). Relevant screenshots and receipt is also attached.

  Business Response

  Date: 08/18/2022

  Hi ****:

  I'm so sorry to hear about your recent flight out of Santa **** and for the issues you had with our ************************ I sincerely apologize for all the added stress and inconveniences this caused you.

  Thank you for taking the time to let us know about the poor customer service you had with our Reservations employees and for the bad information you were given regarding UA5743. To be clear, this flight was cancelled due to extreme weather and I'm sorry for any confusion surrounding this issue. Please know that the service you described is completely unacceptable and we will be sure to pass along your comments to our *********************** team for review with the employees involved. We expect our team members remain professional and courteous at all times.

  I must respectfully decline your request for a $500 travel certificate, as ultimately these charges were the result of a flight cancellation that was outside of our control. Per policy, we do not reimburse or compensate for uncontrollable disruptions. Thank you for your understanding.

  However, we do recognize that you were negatively impacted and want to make that up to you. As a goodwill gesture, I will send you a $150 electronic travel certificate to help offset some of your costs. Please allow 1-2 days for the voucher to arrive via a separate email. I hope that you will use this voucher and give us another chance to make up for this unfortunate incident on a future trip.

  Thank you for flying United Airlines, we greatly appreciate your business.

  Regards,

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

  United Airlines

  Customer Care Management

  case: ********

• Initial Complaint

  Date:08/07/2022

  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.

  United Airlines flight was delayed several hours due to improper staff scheduling according to gate officials. It was not related to weather or any thing out of their control.United offered no help in rescheduling to another flight and offered no information on when the flight would depart until less than 5 minutes prior to boarding.Passengers had to wait for 1st for the flight attendants and then for the pilots all due to poor management.United never offered compensation or apology.

  Business Response

  Date: 08/19/2022

  Dear ****************:
   
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********. 
   
  I'm sorry to read that your flight UA1235 on August 7, 2022 didn't operate as scheduled. 
   
  While we regret the inconvenience you experienced due to flight delay, we are often unable to offer compensation for flight delays less than 4 hours. It's always our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations.  
  
  We appreciate your specific refund request; however, since transportation was provide we respectfully decline your request. Nonetheless, as a goodwill gesture, I'm sending you a $50.00 electronic travel certificate (ETC) for your future travel needs on United and United Express flights. It will arrive in a few business days to this email address. As long as the ETC is redeemed before expiring (December 31, 2023) you can travel beyond the expiration date. I'll also share your feedback with the appropriate management teams so we can continue to improve our procedures and services. 
   
  Thank you for your loyalty as a MileagePlus customer and we hope to see you again soon.
   
  Kind regards,
   
  Leyly *****
  Corporate Customer Care
  Case: ********
  
  

• Initial Complaint

  Date:08/07/2022

  Type:Customer Service 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.

  While at the United Club lounge in *******, ** on 8/7 at 5:30pm, I was treated in a rude & demeaning manner by a United employee named *****. She initially walked into my section & abruptly told someone to take his feet off the chair. Then, from 15 feet away, she yelled at me not to lie down. Surprised, I sat up & she continued, loudly, "this isn't a sleeping lounge." I was lying down, shoes off, as were at least 4-5 others in the lounge I had seen, & many others had their feet up as well. I was quite anxious after she left. I switched to putting my feet on my backpack, so I was only half-lying down. About 20 minutes later, she rushed up to me & loudly said "we are going to ask you to leave; we have asked you multiple times not to lie down." I said that was untrue; I had been told once. She did not believe me. She then left to check with her coworker. In the meantime, I began to have a panic attack while people around me comforted & sympathized with me. She returned & said that her coworker had confirmed I had not been told more than once. She offered no apology. She said that customers had been complaining about the fact that I was lying down (again, many others were lying down/resting, & no one around me seemed bothered - *** was in a faraway corner). She said they were standing room only -- I explained that I was taking up very little space, & that there was only one table in front of me, so there was no way anyone would be sitting right next to me. Plus there were dozens of empty chairs in the lounge. After I spoke with the lounge supervisor ****, who was kind & helpful, another supervisor came to speak with me. She said she would speak with *****. However, she also asked me if I was a member or a one-time pass ******* *** think that was very inappropriate -- I asked her if it mattered, & she gave a non-response. Clearly, had I said I was a member, she would've taken my complaint more seriously. I felt brushed aside by her and demeaned by *****.

  Business Response

  Date: 08/18/2022

  Dear Ms. *************************************** Case ID ********
  ********************** Case ID ********
  
  The Better Business Bureau has forwarded your concerns to our attention.
  
  I am so sorry to hear about the negative experience you had in the ******* United Club on August 7. Please accept our sincere apologies for the frustration caused when our Representative ***** was rude and unprofessional. 
  
  The behavior you described is not reflective of our commitment to providing passengers with the highest level of service. We expect all United employees to always be friendly and professional. Based on your comments, we did not meet expectations.
  
  I appreciate you bringing this to our attention. Your feedback has been forwarded to the United Club Manager who will address the issue with *********************. Although I can't provide specific details about the internal investigation, please know we take these concerns very seriously. 
  
  And I regret that the other Supervisor asked you if you were a Club member or were a one-time pass holder and did not provide an explanation. Regrettably, our Clubs quickly reach capacity, and sometimes we have to limit entrance to Club members only.
  
  While we do not offer compensation for poor employee behavior, I will deposit ***** bonus miles into your MileagePlus account as a gesture of goodwill. The miles will be reflected in your account shortly.
  
  Thank you for taking the time to share your thoughts with us. We appreciate you chose United for your travel and hope to have the privilege of welcoming you back in the future. 
  
  Regards,
  ******************

• Initial Complaint

  Date:08/07/2022

  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 had a horrific experience with United 06/15-06/17/2022. We did not make it to our destination (missed wedding). We have written many feedbacks for comp but United has refused to refund us fully. Seeking:$472.30 - Portion of United flight not reimbursed, CHJXW3 $723.20 - Alaska Airline ticket, DAOBKX $2000 - luggage runaround, no access for 5 days Our flight with United CHJXW3 was from *** to ***, 06/15 10:40pm PST to 06/16 7am EST. Cancels and delays with this flight caused us to miss connecting flights to ***. CHJXW3 flight departed *** 1 hour late. Flight diverted to ***, landing at 8:40am EST on 06/16 at *** instead of *** at 7am. Delayed at *** for 7 hours. Boarded on 06/16 at 3pm EST, but got off the plane at *** at 9pm EST due to medical emergency, weather, gate traffic (airtime only 1 hr).At 06/16 9:30pm EST, spoke to United agent ***** who booked us an 8am Delta flight for 06/17 to ***. He told us to talk to Delta to get our confirmation. At 3am *************** told us our flight was not booked, and the flight was full. After 2 exhausting days and no way to make it to the wedding, we decided to go home. Due to the line at customer advocacy (100+ people), the line assistants told us to book our own flight and United would reimburse us (booked flight to *** via AA). We were led astray for our bags. United ***** put in a bag retrieval at 6/16 9:30pm EST, told us to go to bag claim at 1am EST 06/17. He told us we needed to bring our bags on our next flight, or they will stay in ***. We searched for our bags 06/17 1am 8am EST. At 1am, they advised that a retrieval request was never put in, then requested. At 4am, no baggage. ***** told us to wait **** hours. Agent kept cutting me off when I spoke, I was in tears by the end of it. We kept searching for our bags and speaking with agents. At 3pm EST a new baggage agent told us that our baggage was in ***. We were lied to by United agents all night/day, about our bags being in the process of being retrieved.

  Business Response

  Date: 08/18/2022

  Dear **********,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
    
  BBB - 17650071
   
  We've received multiple messages from you, and your traveling companion, ***********************. I want to make every effort to address your concerns.
   
  I'm sorry about your experience. I know your time is valuable and I can understand your frustration.
  
  In these situations, we will offer the next available flight. When passengers opt for alternate transportation, we are unable to offer reimbursement of additional expenses.
  
  In review of your confirmation number; CHJXW3, the tickets were purchased via an outside source and were refunded. You'll need to reach out to Expedia regarding the refunds.
  
  I hope this helps:
  
  1.1HUA/SANG      
  2.1CHAI/************; 
  
  Refund ID - ******** - ************* HUA, SANG E-Tkt Web Int'l CC 6/22/2022 7/1/2022 - Complete Cancelled/Delayed Flight 
  
  Refund ID - ******** - ************* HUA, SANG E-Tkt Web Int'l CC 6/20/2022 6/27/2022 - Complete Cancelled/Delayed Flight 
  
  Refund ID - ********************** HUA, SANG Sales Etkt Credit Card Correction 6/20/2022  ***** USD Complete
  
  Refund ID - ********************** ****************************** Web Int'l CC 6/22/2022 7/1/2022 - Complete Cancelled/Delayed Flight 
  
  Refund ID - ********************** ************************ E-Tkt Web Int'l CC 6/20/2022 6/27/2022 - Complete Cancelled/Delayed Flight 
  
  Refund ID -  ********************** ****************************** Etkt Credit Card Correction 6/20/2022  ***** USD Complete 
  
  
  Your feedback is heard and appreciated. I will share your comments with the airport teams for internal review as we continue to improve our services and communications.
  
  **********, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you and ******* on board again soon.
  
  Regards,
  
  *******
  UA
  Customer Care Manager
  Case ********
  
   
   
  
   

• Initial Complaint

  Date:08/07/2022

  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 took a flight with the family from ******* to ************** on August 6, ****. One of the checked baggages did not arrive, called the help desk several times - the information provided by them turns out to be inaccurate most of the time. I will appreciate if I can talk to someone who can actually resolve the issue.Flight confirmation number PT4XWK.Thanks

  Business Response

  Date: 08/22/2022

  Dear Manish: 
  The Better Business Bureau has forwarded your correspondence to my attention.
  Your email clearly expresses your disappointment and I would like to extend my sincere apology for any negative impression that *** have been created.
  Our baggage resolution team handles all baggage related issues and our records indicate that there is an open claim that was started on 8/14/2022 under bag tag SLC69554M. They will be in touch with you directly. 
  Your time is valuable; I want to make this right for you. I realize your recent experience with us has been disappointing, and to help make amends, I will add ****** (non-qualifying Premier) goodwill miles to each of your MileagePlus account.  Please allow 3 to 5 business days for your account to reflect accordingly.  
  We appreciate your loyalty as a Premier Gold member and I appreciate you chose United for your travel and on behalf of our United family, we hope your next trip with us will deliver the experience you deserve.
  Kind ******************************************** Management
  ********************** 
  
  

• Initial Complaint

  Date:08/07/2022

  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.

  This complaint pertains to myself ***************************, and 3 other passengers on my itinerary (***************************, *************************************, ************************) for Flight UA1297 from ********* to ***. The Document Numbers for the flights are :************* ************* 016779717533`1 ************* Baggage: ************* Baggage: ************* On 8/5/22 my family and I were informed upon arrival to our gate after checking into our flight and checking our bags that our flight UA1297 direct flight from ********* to ****** (***) was canceled due to weather. We were informed that the next flight that could accommodate ** was at 1:05am from ********* to ******* for connection at 9:05am from ******* to ****** (***). We were told that since it was due to weather, they did not have to provide hotel accommodations or other assistance despite having to remain in the airport for more than 13 hrs (11hrs ********* & 2 hours *******) for layovers. I additionally witnessed an agent offer another passenger hotel accommodations after we had been denied, when questioned the agent said the person's original flight canceled due to weather and second due to staff. They still did not attempt to offer any assistance for us. Once arriving to Newark from ******* at 2:20pm we had to remain in the plane for close to an hour due to another issue on the tarmac. Once we deplaned, our bags were not available nor were we informed that there was an issue with our bags. We were told in ********* that our bags would be on our flight. We were later informed after I had to download the app since no information appeared on the United website that our bags were put onto 2 separate flights, one arriving 4:57pm and the other 8:33pm several hours after our arrival at 2:20pm. We spent more than half a day in the airport from cancelations, and bag retrieval. The customer service within the airport was poor & the lack or attempt to assist us knowing we had to remain in the airport for hours was unacceptable.

  Business Response

  Date: 08/19/2022

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

  I'm sorry the weather interrupted your travel plans. We value your time and can definitely understand your disappointment since your flight **** to Newark on August 5, 2022, was cancelled and you witnessed an inconsistent enforcement of our policy at the ********* airport.
  
  We are unable to honor your request. However, I'm sending you each a $75 electronic travel certificate (ETC),which will arrive via email in a few business days. They can be used towards the purchase of any new United or United Express flight, and if the ETC is redeemed before expiring (December 31, 2023), you can travel beyond the expiration date.
  
  Your safety is our top priority when working with air traffic control during these conditions. We intend to reference your feedback when putting better recovery practices into place.
  
  We appreciate your business as a MileagePlus member.  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,
  
  ********
  Customer Care Management
  **********************
  Case 21165946

  
  

• Initial Complaint

  Date:08/06/2022

  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 attempted to use our $73 credits from a previously cancelled flight using our confirmation # M726K1 on the United Airlines website. After receiving the error message "We Are Unable to Process Your Request", I called the United Airlines *************************************** booking a flight using these credits. I was sent to a supervisor, *** ****** (employee code # BC) after he said that the $73 credits were for some reason now showing as $24. After holding an additional 30 minutes, *** advised that our credits are now $24 and that there was nothing she could do about it claiming there was a buyout fee of $49 which reduced our credits that had been booked. When I explained to her that nothing had yet been booked and that I was trying to get someone to help me book a flight using my $73 credits, she did not seem to understand and kept repeating to me that the credits are now all of a sudden $24, which makes absolutely no sense. At this point, I would just like it confirmed to me that our credits are still $73 like they were to begin with and have someone that can actually assist me in using them toward a new flight contact me to get the flight booked. I don't understand why using credits United gave to us is proving to be so difficult.

  Business Response

  Date: 08/18/2022

  BBB Case # ********

   

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

   

  I am sorry that you didn't have a better experience when you called in to use your travel credit.

  In an effort to make things easier for you to redeem the credit I have converted it into an Electronic Travel Certificate.  You will receive two Electronic Travel Certificates valued at $73.60 each.  Redemption instructions are located on the certificate.

  The certificates should arrive by separate email the next ***** hours.

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

   

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

  Customer Care Management

  Case ID:  ********

  Customer Answer

  Date: 08/19/2022

   
  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:08/05/2022

  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 applied and got approved for the United Airlines Explorer credit card based on the ****** point credit promotion. I spent the the appropriate amounts on the credit card in the appropriate time according to the program guidelines. I did not receive my ****** points as outlined in the promotion.I would like the ****** points credited to my United airlines frequent flyer miles please.MILEAGEPLUS NUMBER: TR187531 Respectfully,***********

  Business Response

  Date: 08/19/2022

  Dear Mr. *******:

  The Better Business Bureau has forwarded your correspondence to my attention.

  I'm very sorry for the confusion regarding the promotion with the United Explorer Card.

  I've contacted the ************************** who will be reaching out to you directly to assist you further with this matter.

  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 ********

  
  

• Initial Complaint

  Date:08/05/2022

  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.

  Airline ticket purchased through cheapoair was cancelled within 24 hours. Cheapoair says the purchase price was refunded. June 26 2022. United airlines says the funds were refunded. June 27 2022.No funds have been refunded and im paying for a loan where the funds are not in anyones possesion. I need answers.

  Business Response

  Date: 08/19/2022

  Dear ******************,
  
  *************** to BBB Complaint ID ********.
  
  I apologize for the frustration and confusion regarding your refund request. 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.
  
  
  I've re-submitted a refund request. Please keep an eye out for an email from our Refunds team. You'll receive a response from them once the refund has been processed, and it can take up to 10 business days to be completed. If you'd like to check the status during this time, you can visit: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx.
  
  
  We greatly value your business and hope to have the privilege of welcoming you back on a future United flight.
  
  Kind ****************************************************** Management
  Case ID: ***************

  Customer Answer

  Date: 08/22/2022

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