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Initial Complaint
08/15/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I made United reservation for my father and ************** Numbers - ************* and ************* ). Due to demise in family and due to travel ban by ** government, they cannot travel to ***. United has provided refund for the ticket except for $40 which were issued as travel credits and not refunded in dollars when i changed the flight earlier. Now, since the whole ticket is refunded and my family cannot travel due to restrictions, there is no point in keeping the travel credit. Please issue me the complete dollar amount for $40 and send a check to my home address. I raised the request to United but the refund was denied without checking the facts at their side and without any option to communicate back. Kindly help me in getting the refund in dollars and not in travel credit .
Business response
08/16/2021
Dear ****************:

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

BBB # ********
We're closely monitoring the ******19 crisis and making adjustments as best we can based on circumstances beyond our control. I appreciate your patience while I took a closer look at your tickets in reservation number NHNHYC.
I'm sorry for any confusion and miscommunication regarding the refund of your tickets and any residual value. In verifying our record, it shows that your tickets were reissued on September 8, 2020. Regrettably, there was no residual value due for exchanging your ticket. However, I've reviewed your case and as a goodwill gesture, I've authorized a refund for the residual value of $19.78 per ticket back to the original form of payment.

Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference numbers are: 33914814 & ********. If you'd like an update during that time, you can visit: https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx
Please know the feedback was shared with appropriate stakeholders. We'll use your comments to review our policies and procedures with your point-of-view in mind.
Thank you for your loyalty and were grateful for your understanding during this time and for choosing United.
Kind regards,

Leyly *****
***********************
Case: ********
Customer response
08/18/2021

Complaint: 15764510

I am rejecting this response because:

Thanks for agreeing to provide a refund of $39.56

However, I called today to United customer care and gave them the reference number ******** & ******** .
Upon checking they told me that these reference number are for refund made in May 2021 and they cannot see any new refund of $19.78 each.

Can you please check again at your side and assign new refund reference numbers for $19.78 and $19.78 ?

Sincerely,

*************************
Business response
08/19/2021
Hello ****************:
Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review.
Please accept my apologies, along with those previously extended by my colleague for the disappointment you have expressed regarding the residual value of tickets that are non-refundable. While the residual value was not $40.00 even, my colleague authorized an exception to issue the balance for $17.78 for both tickets back to the original form of payment. Our refunds team will send you an email confirmation once they've processed our request. I appreciate your patience and understanding.
****************, I hope your next trip with us will deliver the experience you deserve.
Best regards,

****************************************
Corporate Customer Care
Case: ********
****************************
KANA 25016847
Refund requests
33914814 & 32891472
33913530 & 32891384
Customer response
08/25/2021

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
08/15/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I booked a flight with United, paid full price. They cancelled my flight. Instead of refunding the money that I paid, they offered me a travel credit.1 - I don't want a travel credit. They cancelled my flight, I want my money back.2 - They never even issued the travel credit. This is borderline fraudulent - they never provided the service and did not give any form of renumeration.3 - They cancelled my flight the day of my flight, and it cost me hundreds of dollars additional to resolve the issue. I should be entitled to renumeration from this.
Business response
08/30/2021
Hi *************************,

I'm responding to a complaint forwarded to us from the Better Business Bureau.

Thanks for reaching out to our team. I'd really like to help, but I'm missing some information.

If you could fill out the fields below and include a brief summary of your request, I'll be happy to look into it. You can find this information on your receipt:

Passenger name(s):

MileagePlus/Frequent flyer number (if available):

Flight number:

Flight date:

Ticket number (13 digits beginning with 016):

Confirmation number:

E-mail address:

Phone number:

Home address:

Approximate departure time:

Flight from:

Flight to:

Thank you for choosing United, and I look forward to helping you soon.

Regards,

LeMarkus
Customer Care
Case: ********
Initial Complaint
08/14/2021
Complaint Type:
Product Issues
Status:
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.
United Airlines changed my direct booked flight to a non direct.On our return flight they claimed Maintenance issues and after a 2.5 hour delay they got us on the plane and then made us sit on the tarmac for an extra 48 minutes.We missed our connecting flight by ONE minute and the gate agent said too bad so sad.This is Despicable that United changed our flight, made us delayed, didnt wait for us and now isnt helping.Bad business practice. Inappropriate use of power because we are at the mercy of your flights and gate agents and lack of customer service to not be helpful.Someone needs to hold them accountable.
Business response
08/30/2021

Hi ******

TheBetter Business Bureau has forwarded your correspondence to my attention.

I am sorry that we could not connect over the phone today, Ido hope that you were able to listen to the voicemail message that I had leftfor you.

Your experience did not reflect United's commitment to provideeach customer with an enjoyable travel experience. Please accept myapology. Your comments trouble me because, as a company, all Unitedemployees have a commitment to a customer satisfaction philosophy thatemphasizes the importance in responding to the needs of each customer. And our staff has the training and the responsibility to resolve service issuesimmediately. Rest assured that we want to do everything that we can toensure that your travel needs are met. We understand that air travelisn't always easy, which is why we continually focus on improving our productsand services.

We apologize for letting you down on your recent flight. Ourgoal is to consistently provide a safe, on-time and seamless experience, andsince this wasn't the case for your flight, we'd like to make it up to you.

I'm sending an $150.00 electronic travel certificate which will arrive viaemail within a few days, and it can be used on any United or United Expressflight. I hope this certificate allows us an opportunity to provide you with abetter travel experience.

While I can't change what happened, I'd like to make thingsright by offsetting some of the out-of-pocket expenses you incurred, ifany. When you have a moment, please send me your receipts. Once I reviewthem, I will let you know what will be reimbursed.

I appreciate you chose United for your travel and on behalfof our United family, we hope your next trip with us will deliver theexperience you deserve.

************************* Corporate Customer Care
Case ID: ******************* us why here...
Initial Complaint
08/14/2021
Complaint Type:
Product Issues
Status:
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.
D18509 8/14/21 I purchased a UA flight from *** (*******) to *** (********, ******). My connection was in *** (******). In *** UA employees had to verify all my paperwork before I was allowed to get on the plane told me I was good to go. I boarded the flight and in *** they denied me access to board the flight because I didn't have the proper paperwork from ******. They rebooked my flight for 1 week later. They told me if I am not able to get the entry form from ******, I can call back and rebook free of charge... I was still waiting on an entry permit and when I called and went to the airport reschedule and was told that they could not do it. In conclusion, they allowed me to board my first flight and left me stuck in ***. I have been here paying out of pocket for a hotel for over a week and they lied to me about being able to rebook. I lost my ticket and wasn't able to rebook as promised. I would like to have a new ticket issued from *** to TLV or compensation for equivalent value.
Business response
09/01/2021
Dear ******************:

We are responding to your communication submitted to the Better Business Bureau regarding your travels on August 7, 2021.

We're sorry you weren't able to board your flight to ******** and can understand how frustrating the situation must have been for you.

Based on the information appended to your reservation (confirmation number D18509), our team in Newark could not get final permission from ******** Customs/Boarder patrol to board you on the flight. Please note, secondary security and document checks can be conducted at anytime and customers can be denied boarding during the course of their travels.

As your ticket (*************) was booked and issued by Lufthansa Airlines, we are unfortunately unable to reissue it. As such, you will need to contact Lufthansa Airlines Reservations team directly to have your ticket exchanged for a new itinerary. We apologize for any misunderstanding or miscommunication you received about the re-booking process.

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

Regards,

*********************
United Airlines
Corporate Customer Care
Case ***********
Initial Complaint
08/14/2021
Complaint Type:
Product Issues
Status:
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.
I was on a flight, confirmation number EJ5WZ8, with United on August 5, 2021. *** flight experienced mechanical issues and ended up leaving 10 hours later. I booked a separate flight LC2S1T using miles. *** second reservation ended up costing me an additional ******. I should be credited back for those miles.
Business response
08/18/2021
Dear ****************:

We are responding to your communication submitted to the Better Business Bureau.

We're sorry your flight to Houston on August 5, 2021 was delayed and regret the inconvenience.

In researching your information, our records indicate the delayed flight (United Airlines Flt #****) under confirmation EJ5WZ8 was booked in economy. The taxes and miles were refunded.

As the original ticket has already been refunded, and the flight under confirmation LC2S1T (United Airlines Flt #****) was booked in the premium cabin, and requires more miles, we are unable to fulfill your request for a full or partial refund.

Because we do realize your travel plans were negatively impacted, we're depositing ***** bonus miles into your MileagePlus account as a customer service gesture. Please allow 3 business days for the miles to post.

We've also authorized the fare lock fee ($63.96) under the original ticket (EJ5WZ8) be refunded back to the original form of payment. Please allow 5-7 business days for processing.

As a MileagePlus customer, we are thankful for your business and we look forward to welcoming you on board a future United Airlines flight.

Sincerely,

*********************
United Airlines
***********************
Case ***********

Customer response
08/24/2021

Complaint: 15762683

I am rejecting this response because it is unacceptable. I had no other option at the time the flight was delayed other than to book the only seats available. I spent an extra ****** miles and you think giving me back ***** is acceptable. None of this was my fault nor did I ask for compensation for the time you caused me and my family to waste. I honestly cant believe you would even remotely think it is acceptable to have a customer negatively impacted from something your company caused.

Sincerely,

*************************************
Business response
09/09/2021
Dear ****************:

We are responding to your follow-up communication submitted to the Better Business Bureau.

We're sorry you're disappointed by our response. It *** be helpful to know that our primary responsibility in ************* is to acknowledge our customers concerns, apologize for any disservice that *** have taken place, report to the appropriate management for future improvements in those areas, and provide relevant information about our policies.

To further clarify our procedures during irregular operations, when a flight has been cancelled or experiences a lengthy delay, we will rebook our customers onto the next available flight, in the original class of service. Sometimes the wait can be longer than expected and we can appreciate when customers decide to make their own arrangements, however, we do not reimburse or absorb any additional costs that *** be incurred. In this case, you booked a new ticket, for a new time in the premium cabin. This required more miles than your original ticket that was booked in economy. Because transportation was provided in the premium cabin, a refund is not due.

As previously communicated, a refund of the original unused ticket was refunded. A refund of the fare lock fee of $63.96USD was also authorized. As a goodwill gesture for inconvenience you experienced due to the flight delay, we offered ***** bonus miles. ******** we realize you *** not feel this gesture is meaningful given your circumstances, we hope you will accept it in the spirit it was intended.

It *** be worth noting, while re-examining your information, we found that three additional passengers were in your party. As such, we are extending the same goodwill offering to the others and will authorize the miles (***** x 3 = 1*****) be deposited into your MileagePlus account. Please allow up to 3 business days for processing.

We appreciate your business and hope to welcome you onboard a future United Airlines flight again soon.

Regards,

*********************
United Airlines
Corporate *************
Case **********
Customer response
09/09/2021

Complaint: 15762683

I am rejecting this response because I have still been negatively impacted by the actions of the company. I have no idea why the company thinks this is acceptable. Again, I have only asked to be kept whole. I cant believe the company had to review my info three times before they realized there were 4 people effected.

Sincerely,

*************************************
Initial Complaint
08/13/2021
Complaint Type:
Customer Service Issues
Status:
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.
6/27/2021 ***** to ******* - UA **** ******* to ******* - UA 661 Please see uploaded complaint and screen shots
Business response
08/15/2021
Dear ******************:

We are responding to your communication submitted to the Better Business Bureau.

Unfortunately, we are unable to view the attachments.

Please have the documents in a PDF format and resend to ************************************

Thank you.

Regards,

*********************
United Airlines
***********************
Case ***********

Customer response
08/16/2021

Complaint: 15760358

I am rejecting this response because: I resent my attachments to Customer Service at ********************** per their request because they were not able to open my files submitted with my complaint.

Sincerely,

*************************
Business response
08/24/2021
Dear ******************:
We are responding to your communication submitted to the Better Business Bureau.

This is our 2nd communication to you in reference to your BBB Complaint# ********. I'm so sorry to hear about the experience you had.

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've authorized a check to be processed in the amount of $100.00 as a gesture of goodwill. The check will be mailed to you via US mail. Please allow 30 business days for processing.

I appreciate you bringing this to our attention. Although I can't provide specific details about the internal investigation, please know we take these concerns very seriously.

Thank you for taking the time to share your thoughts with us.

Regards,

***************************
Corporate Customer Care
Case: ********
Initial Complaint
08/13/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Before a flight on June 9th, 2021, I had gotten my COVID-19 test in the correct time frame (***** hours)- as instructed on the American Airlines website and email that they had sent for the flight confirmation. However, the United Airlines representative, ****************, said that my test is not up to date and it is not in the correct time frame. While maintaining custody of my and my wife's passports, she sent us to take another COVID-19 test, for which I was charged $250 per person. **************** did not leave us any choice and announced that we cannot have our passports back until completing a new test. This inconvenience led to us getting our passports back 20 minutes before departure. When I landed in *********, I double-checked the time frame for COVID testing, and it turned out that I did have my results in the correct time frame. **************** took advantage of the language barrier (since English is not our first language) to force us into paying $500 dollars for additional testing.
Business response
08/18/2021

Dear ********************,

Your BBB Case # Complaint #******** was received in the *****************************************************

I thoroughly understand you point of view regarding you andMs. Ortegas experience when traveling for flight 907 passenger reservationJW8L9N on June 9, 2021.

********************, please understand based on the receipt informationyou provided for reimbursement for the ******19 re-test is not from a valid ************************* information werere-test was taken. ********************, pleaseunderstand upon review by Accounts Payable and our ******************* thedocument(s) submitted are not valid and has been altered with no date and time specimencollected and received. Please be advisedthe address information you provided is documented as a free ******19 Rapid testing site in ******* therefore not validfor a refund.

We appreciate yourbusiness as a Mileage Plus member and we look forward to serving you again on aUnited Airlines flight.

Regards,

****
CorporateCustomer Care
United Airlines
Case#********
Tell us why here...
Initial Complaint
08/13/2021
Complaint Type:
Product Issues
Status:
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.
Purchased an airline ticket on March 17, 2020 for a flight on April 6, 2020. The flight did not happen due to Covid. I requested a refund and was told it was processed. Then was notified that the refund is a credit for a future flight and change fees are being waived. In the meantime the change date has come and passed. I requested another refund due to no fly rules and my no longer needing the flight. United is now changing the date to March 31, 2022 but will not refund my money. Due to Covid in this country, I will not be travelling anytime soon and especially by air or on United.I would like a full refund. The airline industry and the cruise industry are giving refunds for trips not being taken due to covid.
Business response
08/14/2021
Dear ******************:

We are responding to your communication submitted to the Better Business Bureau regarding your ticket from *************************** to ****** on April 3, 2020.

We apologize for the frustrating experience you've had with your refund request.

Based on the fare rules, the ticket you purchased was non-refundable, however, our records do indicate our Reservations team made an exception and authorized a refund. Based on this information, we will honor your request.

Your ticket information has been resubmitted for processing and should be completed within the next 10 business days. To check on the status of your refund, to go united.com/refunds; the tracking number is:34728958.

As a MileagePlus customer, we appreciate your business and look forward to welcoming you on board a future United Airlines flight.

Sincerely,

*********************
United Airlines
***********************
Case ID ********
Initial Complaint
08/13/2021
Complaint Type:
Service or Repair Issues
Status:
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.
4 out of 4 legs of a United Airlines trip were either cancelled or delayed. The first cancellation happened with less than 12 hours notice. Total time of all delays was over 15 hours. On our UA983 flight from ATH to ***, we were delayed long enough to miss our connecting flight from *** to ***. When we tried to rebook a different connecting flight before our departure in ATH, the United agent refused, and lied to us, telling us we would be rebooked automatically and that our hotel would be covered if we needed one. Our connection departed before we landed, and we had to rebook by waiting in several lines, with no signage or staff to tell us where to go to rebook (other passengers had the same problem). United initially booked us on a flight departing the next day, and told us that they would not cover a hotel, transport to a hotel, or food costs. They then put us on standby for a 10:25pm flight that evening, which was delayed another 2.5 hours.
Business response
08/14/2021
Dear ****************:

We are responding to your communication submitted to the Better Business Bureau.

We're sorry for the disruption in your travel plans and can understand your frustration. Our goal is to consistently provide a safe, on time, and seamless experience for each of our customers and truly regret that this did not happen for you and ************************ during your travels.

Your feedback about the flight delays, our recovery efforts, and your dissatisfaction with our reimbursement policy regarding weather events are important to us and be shared with the appropriate management teams for future improvements and consideration. Please note, if you have personal insurance or purchased travel insurance that *** cover the out of pocket expense you incurred on return flight on August 11, 2021, we will gladly work with the insurance company on your claim.

As transportation was provided, we are unable to fulfill your request for a refund. We realize this was not the response you were hoping and apologize for your disappointment. As a goodwill gesture, our ************* team offered you a ******* travel certificate. We've authorized an additional certificate for ************************ which will be delivered separately via email within the next 3 business days.

As a MileagePlus customer, we appreciate your business, and we'll make every effort to deliver the seamless customer experience you deserve the next time you travel with us.

Sincerely,

*********************
United Airlines
Corporate *************
Case ***********
Initial Complaint
08/13/2021
Complaint Type:
Product Issues
Status:
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.
I purchased an airline ticket through United departing on 7/27/2021 to spend time with my father. My dad's health took a significant turn for the worse on 7/25 so I paid a change fee of $753 to United on 7/25 to arrive one day earlier 7/26 to spend time with my dad. However, due to mechanical issues my flights through United were a disaster. I contacted United requesting a refund on my exorbitant change fee. United refused because "transportation" was still provided. Obviously, I was okay with paying the ridiculous change fee to see my dad. I am not okay with paying the change fee, and bearing the expense of United's poor business management making me unable to spend the time with my dad. I would NEVER have paid the $753 fee for the service/transportation I received. If United's change fee had been $100 this would be a mute point. I paid a lot money for the changed flight, I expected United to deliver. Since United did not deliver, I want them to reimburse me the change fee.
Business response
08/30/2021
Dear ********************:
I'm very sorry that your experience traveling with United Airlines on July 26, 2021, did not meet your expectations, and offer my sincere apologies.
I certainly understand that after making a change to your reservation and paying the difference in fares for changing your outbound travel date, the frustration you experienced when there was a mechanical delay on your flight, and offer my sincere apologies.
I have reviewed your reservation and found that you did travel on July 26, 2021, and that we protected you on Delta Airlines to get your to your destination; therefore I must decline your request for a refund of the additional collection you paid to change your reservation.
I do hope you will use the electronic travel certificate you were sent as goodwill, to travel with us again, and allow us the opportunity to regain your trust.
Thank you for choosing United Airlines and MileagePlus. You are a valued customer, and your business is appreciated.
Sincerely,
*********************
Corporate Customer Care
Case ID ********

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