ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  07/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  United Airlines cancelled my flight and had no alternative options for another flight. I requested a refund and was denied. They have given me a travel credit that I am unable to use in the tome frame allowed. II would like to have my purchase price refunded to my credit card.My confirmation # is MVQ7ZR. ********* to *************** 8:00am Departs Fri, Jul 2 *********, **, United ****** (***-******************.)9:14am Arrives Fri, Jul 2 **************, United ****** (IAD-***************** Intl.)1h 14m flight United **** Seats ***********************************: 1h 36m 10:50am Departs Fri, Jul 2 **************, United ****** (IAD-***************** Intl.)1:15pm Arrives Fri, Jul 2 ***************, **, United ****** (***-**********************.)2h 25m flight United **** Economy / *************************************************** ************* Email *************** Phone *************** ******************************* Ticket Above are ticket #'s, flight and names.Airfare was $272.20 each totaling $544.40

  Business response

  07/13/2021

  Dear ******************,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
   
  BBB - 15641324

  I'm sorry your flight was cancelled.

  Our records indicate flight UA **** ******* on July 2, 2021 was cancelled due to extreme weather. In these situations, we will offer the next available flight to reach your destination.
   
  In review of your reservation; MVQ7ZR, the ticket was purchased via an outside source on a consolidator web site. I'm sorry we aren't able to offer you any options on your refund request. You'll need to directly reach out to the travel agency, Expedia Travel on that particular web site for further assistance.  I'll pass along your feedback so we can continue to improve how we take care of our customers.
   
  For the latest information on booking with flexibility, travel updates and what we're doing to keep customers and employees safe visit united.com.
   
  Ms.  *******, we appreciate your business and loyalty. On behalf of United, we look forward to serving you and Herman onboard a future United Airlines flight.

  Regards,

  ***************************
  United Airlines
  Corporate Customer Care
  Case ********

  Customer response

  07/14/2021

   
  Complaint: 15641324
  
  I am rejecting this response because: I am unable to contact a live person through Expedia,  there is only the virtual agent available and no contact phone numbers on their website.   

  The tickets were charged through my credit card as United Airlines,  NOT Expedia therefore it should not matter where I booked the flight because American Airlines was paid directly. 

  As I stated before, I am unable to use the credit in the time offered.  

  Also, the weather on July 2nd in *********, ** was sunny and clear and flights from reputable airlines were going out as scheduled.  The flight should NOT have been cancelled.

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

  Business response

  07/16/2021

  Dear ******************,
   
  United Airlines has received your message from the Better Business Bureau. We welcome another opportunity to respond.
   
  I've taken another look at your reservation; MVQ7ZR, and the tickets are Nonrefundable. Since the tickets were purchased via Expedia Travel, you'll need to contact them directly regarding your refund request.

  In looking at the flight again; UA **** ******* on July 2, 2021, it was cancelled due to extreme weather; a combination of weather and low visibility. I can see how it can be confusing, though. From where you were at, the sky looked beautiful. While it looked good there, we worked with Air Traffic Control (ATC) to determine our overall flight path to your destination was not safe. Your safety will always be our upmost priority.
   
  Other airlines may still leave, depending on their flight path and decision with the ****

  For booking with flexibility, travel updates and what we are doing to keep customers and employees safe visit united.com.
  
  ******************, we appreciate your business and look forward to serving you on board your next United Airlines flight.

  
  Regards,

  ***************************
  United Airlines
  Corporate Customer Care
  Case ********

  
  

  Customer response

  07/22/2021

   
  Complaint: 15641324
  
  I am rejecting this response because: Your company cancelled my flight with NO options for it being rescheduled.  My credit card was charged from American Airlines, NOT Expedia, therefore the refund should come from you. It is impossible to contact Expedia, except for the automated chat.

  It is also unethical to sell ANY product that is nonrefundable.  If it was paid for and not used by NO fault of the purchaser, it should be refunded without questions.  Otherwise you are keeping hard earned monies that *** have been used somewhere else that the buyer.  It's basically theft.  

  And I will not be using United Airlines in the future from the way you have handled this situation.  

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩