ComplaintsforUnited Airlines, Inc.

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Initial Complaint
08/04/2021
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 purchased a ticket from United for a trip back from ******** in October, during the height of the pandemic. I ended up needing to come back early; as you know the pandemic has caused a lot of stress resulting to changed travel plans. Being overseas when I changed the ticket, I purchased the new one (from United!) and requested a refund when I returned. Instead, they issued me a voucher which I do not need. I would like a full and complete refund. Delta was able to work with me on a similar situation; regardless of the fact that I purchased an economy ticket given COVID and the fact that I purchased the replacement ticket from United, they should honor this request. Attached you will find the supporting documentation.
Business response
08/05/2021
Hello ************:
Your correspondence with the Better Business Bureau has been forwarded to my attention for review.
I appreciate your patience while I took a closer look at your ticket. Unfortunately, this ticket does not qualify for a refund. Even though this may be a different outcome than you hoped for, there are still options available with your ticket:

If you canceled your reservation, you can use the value of the ticket toward future travel. To use your credit, book your new flight within 15 months of the original ticket issue date. There may be a difference in fare, so please visit united.com to determine if youre eligible for additional travel flexibility options.

Or, on united.com, you can convert your ticket value to an electronic travel certificate, which is now valid for two years from the date of issue on any United or United Express flight.

************, I hope your next trip with us will deliver the experience you deserve.
Best regards,

****************************************
Corporate Customer Care
Case: ********
****************************
KANA 24972500

Customer response
08/09/2021

Complaint: 15729155

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
08/04/2021
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.
This flight was scheduled to depart *** at 9:35am and arrive at 2:00pm EST to ***. Pilot informed us en route that we were not clear to land due to inclement weather. We circled the air for 1 hour and were told we were low on fuel and needed to divert to ***. At ***, we were told the aircraft ******* 787) was too large to fit gate at *** so a truck would come and refuel us. Took several hours to refuel, we were not allowed to exit aircraft, no buses were available to retrieve us. Sat on plane with no food other than pretzels for over 11 hours. When truck finally refueled the plane, the *** time for flight crew ran out and no new crew available. We were bused off plane at 11pm (since 9am) and stranded in *** overnight with no assistance to rebook or offer accommodations. Our bags could not be deplaned due to aircraft type. Bags went to *** next day but had to rent car to get there and bags took over 3 days to find. I missed my next flight due to this. I need a refund for this flight!
Business response
08/05/2021
Dear ******************:

We are responding to your communication submitted to the Better Business Bureau your travels on July 17, 2021.

We're sorry we had to divert your flight to ************ due to weather. We know how frustrating unexpected circumstances can be and I can image the stress this caused since. We try our best in making sure we get you to your destination as scheduled, however the safety of our customersand crew must always be our foremost priority.

Although we are unable to fulfill your request for a refund of your ticket, it's our understanding that our *********************** *************** ********* has spoken with you as recently as today (August 5, 2021), and is working on bringing your concern to an amicable resolution.

As a MileagePlus customer, we are thankful for 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
***********************
Case *********** Tell us why here...
Customer response
08/09/2021

Complaint: 15727645

I am rejecting this response because:

I am legally entitled to a refund per the ********** of *************** My flight was not only diverted due to weather, it was ultimately canceled due to failure to refuel the plane prior to *** time for flight crew running out. I sat on the plane for more than 13 hours,before ultimately being bused to a terminal and stranded at the *** airport with no attempt to rebook my flight.

According to the ********** of *************** you are to refund me my flight because:

In the following situations, passengers are entitled to a refund of the ticket price and/or associated fees.
Cancelled Flight A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel. - MY FLIGHT TO *** WAS CANCELLED AND I PROVIDED A SCREENSHOT TO SHOW THIS.
Schedule Change/Significant Delay - A passenger is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the passenger chooses not to travel. - MY FLIGHT WAS SCHEDULED TO LAND IN *** AT 2:00PM HOWEVER IT NEVER WENT TO *** AS I SAT ON THE ***** ON THE *** TARMAC FROM 3PM-11PM BEFORE BEING BUSED TO A NEARBY *** TERMINAL AND NEVER REBOOKED. NOT BECAUSE OF WEATHER, BUT BECAUSE THEY TOOK OVER 5 HOURS TO REFUEL THE ***** AND BY THE **** WE GOT FUELED, THE *** **** RAN OUT AND THERE WAS NO OTHER CREW TO FLY ** TO ***, THEREFORE LEAVING ALL PASSENGERS STRANDED.

How is it that you are legally denying a refund? Please explain how you are legally not obligated to refund my ticket. Although my ticket was a nonrefundable ticket, I am still entitled to a refund based on the following.

In the following situations, passengers are not entitled to refunds except under very limited circumstances:

Non-refundable tickets - Passengers who purchase non-refundable tickets are not entitled to a refund unless the airline makes a promise to provide a refund or the airline cancels a flight or makes a significant schedule change.

Sincerely,

Unique Magraff
Business response
08/16/2021
Dear ******************:

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

We apologize for the inconvenience you experienced when you're flight was diverted to another city due to weather.

Our records indicate our ********* Services team has authorized a refund of your ticket as an exception. Please allow up to one full billing cycle for the refund to post to your credit card statement.

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.

Regards,

*********************
United Airlines
Corporate Customer Care
Case ***********
Initial Complaint
08/03/2021
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.
My wife and I were notified that our flight was canceled 8 hours before takeoff, but we needed to get back to *** that night. We immediately called United and after being on hold for almost 2 hours, we were told there were no available flights from any *** airport to *** that evening. We saw online that there was a United flight from *** to *** that evening with 1 economy ticket and 1 first-class ticket. It was literally the only flight available for two people on any United or interline agreement airline (except for an AA flight with a 35-min layover that even the United rep admitted was unlikely we would make). Due to the lack of other options, we requested to be put on the *** flight. We were told we couldn't take that flight since we did not buy a first-class ticket, but it wasn't our fault that United canceled our flight. After waiting another 30 mins for a supervisor, one of the tickets was already taken. We couldn't get to *** that night and we demand additional compensation!
Business response
08/04/2021
Dear ********************,

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

BBB - #********

I'm sorry your flight was cancelled. I know your time is valuable and can understand your frustration.

Our records indicate flight UA **** on August 01, 2021 was cancelled due to weather/ Air Traffic Control (ATC). Since this flight cancellation is out of our control, I'm unable to provide compensation.

In review of your reservations; BVERPZ and BVERNQ, and a refund was requested for both tickets.
Our Refund team will reach out to you within ten business days with an update.

Refund ID - ********************** ********, DANIELWILLIAM Sales - Credit Card 8/2/2021.
Refund ID - ********************** PODOREFSKY, KARENLYNN Sales - Credit Card 8/2/2021.
We're always looking for ways to improve and your feedback is heard and appreciated. I'll share your comments with the appropriate teams for internal review of our policies and procedures.

For the latest information on booking with flexibility, travel updates and what we are doing to keep customers and employees safe visit united.com.

********************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you and ***** onboard your next flight.

Regards,

***************************
United Airlines
Corporate *************
Case ********
Customer response
08/04/2021

Complaint: 15726484

I am rejecting this response because: The flight was not cancelled due to weather! As I provided photo evidence of, we were notified by United via text that our flight was cancelled first and foremost due to "ongoing runway construction that is limiting our [United's] operations at **************." Claiming that United does not owe us additional compensation for cancelling our flight the day of, without providing us an alternative flight that same day, is unacceptable. Claiming that the cancellation was due to weather, on a perfectly clear day, in order to avoid taking responsibility is simply unconscionable. United knew weeks, if not months, ahead of August 2 that there was going to be ongoing runway construction at *******************), and United had plenty of time to cancel the flight before August 2 to ensure that we (and other passengers) could find suitable alternative flights. In fact, the runway construction was well-publicized (see, for example, this article from July 23: https://thepointsguy.com/news/**************-runway-mess/ ).It seems like United purposely planned for more flights into and out of *** than they knew they could likely accommodate with the runway construction, in order to recuperate lost revenues from the pandemic, and then dishonestly blame any inevitable flight cancellations on "weather" to avoid paying additional compensation to the customers they knowingly lied to. This is unacceptable! We demand additional compensation for United cancelling our flights and leaving us stranded in *** with no suitable alternative flight into *** that day.

Sincerely,

*****************************
Business response
08/11/2021
Dear ********************,
United Airlines has received your message from the Better Business Bureau. We welcome another opportunity to respond.
BBB - #********
Thank you for the attachment confirming the cancellation was airport /runway construction limiting our operations at ***.
As previously mentioned, the flight was cancelled due to weather/ ATC. Safety is Uniteds number one priority, so we do not operate against advice issued by Air Traffic Control (ATC). ATC includes airport and/or airway congestion.
In review of your reservations, the tickets purchased are Nonrefundable, and a refund was processed back to the original form of payment for both tickets.
I hope this helps:
Electronic travel certificate with pin 1MT1X3UH8Y and 3CU5E87N27 value $197.20 were generated, and $47.20 was processed back to the **** credit card ending in **** for both tickets.
While we are unable to offer compensation, please know that I've shared your feedback with the appropriate teams. We'll use your comments to review our policy and procedures with your point of view in mind.
********************, we are thankful for your business and hope to welcome you and ***** onboard again soon.
Regards,
***************************
United Airlines
Corporate Customer Care
Case ********

Customer response
08/17/2021

Complaint: 15726484

I am rejecting this response because: Uniteds response to our situation is unacceptable! As I previously demonstrated, United knew weeks if not months in advance of our cancelled flight that there was going to be major runway construction that was going to significantly alter their ability to operate in and out of ***. United had ample time to change or cancel our flights ahead of time, rather than the day of which left us scrambling and unable to get on an appropriate flight. Uniteds refusal to take responsibility for their actions and choosing instead to s**** over their customers is pathetic. United made severe mistakes and they need to pay for them! We were stranded in ******** because of United and their claim that they dont owe any additional compensation from their inability to perform their promised duties of flying us back to *** that night is not only a poor business tactic, but is potentially illegal. I have no issue filing a complaint with the ********** of *************** sharing my experience and Uniteds despicable response to my thousands of social media followers and tagging Uniteds official channels, and more. I promise that Uniteds refusal to pay us the additional compensation we are justly owed will wind up costing them significantly more in the long run through lost business and crucial staff time continuing to be spent following up on my complaint. The choice is Uniteds, and the choice is clear.

Sincerely,

*****************************
Initial Complaint
08/03/2021
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.
- First ticket purchased on 7/12/21 via Expedia using Credit Card.- Second ticket purchased on 7/30/21 via United directly including flight credit and credit card.- Third ticket purchased on 8/2/21 via United directly including flight credit and credit card.Each purchase was for a United flight leaving Kansas City at 3:00pm with a connecting flight in *******, landing in ***********. All 3 purchases resulted in a cancellation of the flight between Kansas City to *******. After each attempt, the flight was still available for purchase on the United **************** app, but at an increased rate. United will not issue a refund, only a flight credit. Due to cancelling my ticket while the flights still remain for purchase by consumers, but at a higher price, I think a normal refund to my credit card used is more than appropriate.
Business response
08/20/2021
Case# ********
Dear *******************,
I'm responding to a case 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: The attachments you attached to your BBB file will not open in our system.

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
Initial Complaint
08/03/2021
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 originally purchased airline tickets using my PayPal account in January 2020 for our honeymoon in April 2020. COVID hit and prevented us from travelling. We rebooked the trip 4 times and moved it to June 2021. We were issued electronic travel certificates multiple times and that was fine because we just kept rescheduling the flights. Our trip was all set and booked for June 2021 and we purchased our flights in October 2020. On March 27th, I received an email stating that our flights had been cancelled. I called customer service and they had no other flights to offer us. We had to book using another airline. I have sent multiple requests for a refund and they will only give me an electronic travel certificate. I am requesting my money back to my PayPal or a check because this was ultimately out of our control and United cancelled our flights without reason or another option. We have no use for any more travel credits. The total should be $1,893.90 including unused travel credit.
Business response
08/04/2021
Dear ****************,

United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to
respond.
BBB - 15725426

With the fast-moving impact of the ******19 crisis, we apologize for the schedule changes.

I understand your request. Unfortunately, we are unable to provide cash as an alternative to electronic travel certificates.

I've confirmed the certificates are valid through 3/30/2023. Also, you can use the certificates toward travel beyond the expiration date if they are redeemed before they expire. The certificates can be redeemed on united.com for United and United Express flights.
Although they are non-transferable, you can use them to purchase travel for someone else if you have the certificate and PIN number. I hope this helps.

For the latest information on booking with flexibility, travel updates and what we are doing to keep customers and employees safe visit united.com.

****************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you and ***** onboard your next flight.

Regards,
***************************
United Airlines
Corporate Customer Care
Case ********
Initial Complaint
08/03/2021
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.
We have an issue with refund request from United Airlines, for one of the passengers on our itinerary testing POSITIVE FOR COVID as part of pre flight testing on return flight during our family trip. UNITED AIRLINES DENIED CLAIM, BUT THEIR SOCIAL CARE TEAM SAYS WE ARE ELIGIBLEWe are writing to request a refund for one of the three passengers on itinerary for a RETURN FLIGHT- ******* TO *************, July 18 CONFIRMATION # NGS649 PASSENGER NAME: ******** ADALAT eTICKET NUMBER ************* Reason for refund request: WE SPOKE TO THE TRAVEL AGENCY WHERE TICKETS WERE BOOKED AND THEY SAID WE ARE ELIGIBLE FOR A REFUND WITH UNITED FOR RETURN PORTION OF ********"S FLIGHTS DUE TO MEDICAL REASON.PASSENGER TESTED POSITIVE FOR COVID 19 THE *** BEFORE PLANNED RETURN TRAVEL AND WAS PLACED IN MANDATORY ISOLATION IN ******* ******, AND WAS NOT ABLE TO TRAVEL UNTIL FULLY RECOVERED FROM COVID 19. PROOF ATTACHED SHOWING POSITIVE COVID TEST RESULT ON JULY 17 FROM ******* MINISTRY OF HEALTH.
Business response
08/04/2021

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

United Airlines has received your message from the Better Business Bureau. BBB-15724770.

I am so sorry to hear one of your party was not able to travel as planned. I hope this email finds ******** fullyrecovered. I have reached out to ourrefund department to ensure the return portion of his ticket is refunded. The refund ID is ********, please allow up ***** billing cycle (or sooner), for the credit to reflect back to the originalform of payment.
We do apologize for any error or delays that occurredpreviously. There should not be any furtherissue now.

We are thankful for your business as a MileagePlus member. On behalf of United,we look forward to serving you onboard a future United Airlines flight.

Sincerely,

***************************
United Airlines
***********************
Case ********
Initial Complaint
08/03/2021
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 purchased a first class upgrade but was denied the 70 pound luggage allowance.I have 3 flights ***- *** (upgraded to premium economy *** - ****** (upgraded to first class)****** to ELP ( upgraded to first class)
Business response
08/20/2021
Dear ********************:

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

BBB - # ********

I'd like to help, but I'm missing some details I need to review your request.

Please try to provide as much of the following information as you can, along with a brief summary of your submission.

Flight number:
Flight date:
Ticket number (13 digits beginning with 016):
Confirmation number:
Flight from:
Flight to:

You can find this information on your receipt. I'll be happy to respond once I review the information you provide.

I appreciate you choosing United for your travel, and look forward to helping you soon.

Kind regards,

Leyly *****
***********************
Case: ********
Customer response
08/23/2021

Complaint: 15724297

I am rejecting this response because additional information has been requested

tickets number 0162360469671
Reservation IWHQPZ
August 8th *** to *** to ***
overnight at *** to ***
Reference IWHQPZ
ticket 0162360469671
upsell reference numbers
0169934146017
0169934146016

i was informed Im only entitled to 70 lbs ****** to elp and not *** to ******.
I needed this extra weight bc I was moving back home.

Sincerely,

*****************************
Business response
08/30/2021
Dear ********************:
Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review.
Thank you for providing your ticket information.
I'm sorry for any confusion regarding your bag allowance for your itinerary on August 8, 2021.
In verifying our record, it shows that you purchased Premium Economy upgrade for your first flight segment from ****** to *****************, and first class on your connecting flights, *****************-******- *******. In this case since your first flight segment is in Premium Economy (which is in the economy section) the baggage allowance for the entire itinerary will be ruled by the first International flight segment; and hence the allowance for your itinerary was two bags at 50 lbs. I'm sorry for any misunderstanding and inconvenience this may have created.
I've shared your feedback with the appropriate teams so we can continue improving our communications and your experience. I know that this is not the answer that you hoped to receive and I regret that this is the case. Thank you for your understanding.
We appreciate your loyalty as a MileagePlus member and look forward for welcoming you on board a future United flight.
Kind regards,

Leyly *****
***********************
Case: ********
Initial Complaint
08/03/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a ticket to the United States from ******* on June 23rd 2021 for July 30th for my mother-in-law who is an ***** citizen. in July a travel ban was put in place banning ***** citizens from traveling into the United States. on July 28th I requested a refund for $762.45 over the phone and was told the refund should be approved because of the travel ban. I was denied a refund from United and offered a credit to be used within 12 months of the purchase date.
Business response
08/24/2021

DearMs. ********,

Wereceived your letter from the ************ *************** regarding your mother-in-laws (*****************************) unusedtickets. I am very sorry to learn shewas not able to travel with us on July 30th and August 13th,2021. We understand how Covid19 hasaffected many of our travelers. As youhave been aware, we have been closely monitoring the ******19 crisis and makingadjustments as best we can based on circumstances beyond our control, such asgovernment mandates and restrictions.

Inregards to her unused e-ticket(s), my findings show that a refund request toyour original form of payment was authorized on August 16, 2021 in the amountof $762.45. Credit Card ending in: 3879. Due to the high volume of refund request we are receiving, pleaseunderstand that our refund process *** take up to 30 days for your account toreflect accordingly.

Ifyou have not received your refund after 30 days, please let me know and I willcontinue my findings.

Weappreciate your patience and understanding and look forward to welcoming youon-board a future United Airlines flight.

Regards,

JamesCastillo
CorporateCustomer Care
UnitedAirlines
CaseID - ***************
Business response
09/14/2021
Dear Ms. ********,

We received your letter fromthe ************ *************** regardingyour mother-in-laws (*****************************) unused tickets. I am very sorry to learn she was not able totravel with us on July 30th and August 13th, 2021. We understand how Covid19 has affected manyof our travelers. As you have beenaware, we have been closely monitoring the ******19 crisis and makingadjustments as best we can based on circumstances beyond our control, such asgovernment mandates and restrictions.

In regards to her unused e-ticket(s),my findings show that a refund request to your original form of payment wasauthorized on August 16, 2021 in the amount of $762.45. Credit Card ending in:3879. Due to the high volume of refundrequest we are receiving, please understand that our refund process *** take upto 30 days for your account to reflect accordingly.

If you have not received yourrefund after 30 days, please let me know and I will continue my findings.

We appreciate your patienceand understanding and look forward to welcoming you on-board a future UnitedAirlines flight.

Regards,

***************************
Corporate Customer Care
**********************
Case ID - ***************
Customer response
09/15/2021

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
08/02/2021
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 bought a ticket through the United Airlines and when l arrived to So ************ to do the check in they cancel my flight without clear and reasonable explanation without present documents about the reason of my cancelation once l had all the safe and health requirements and exams to boarding. Also the manager called ****** together with the secretary called ****** that did the cancelation said nothing they can do for me even my ticket refund. I m in South America ******, without money, hungry and with no place to sleep because they didn't offer option as a client. I have a conversation in the day of the flight with one of the travel united agent confirming my flight and saying that everything was OK and clear to go. I m desespareted and need help. Thank you
Business response
08/03/2021
Hello Cintia:
Your correspondence with the Better Business Bureau has been forwarded to my attention for review.
I'm sorry but the attachment did not append to the email, so I am unable to see your itinerary. I'm also sorry to learn that you are stranded in Brazil. Please contact us at 1-800-UNITED1 for assistance with your booking. Agents are available to assist you 24 hours a day.
Cintia, I hope your next trip with us will deliver the experience you deserve.

Best regards,

****************************************
Corporate Customer Care
Case: ********
****************************
KANA 24965831
Initial Complaint
08/02/2021
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 was advised in Sarajevo Bosnia to self quarantine for 14 days so I was not able board the flight. I called United Airline since my ticket was with them and told them I need another ticket but I have to go SJJ-IST and they are refusing to change the ticket. Said they will refund me the money which can take few days and to buy the ticket again. I told them it’s not my fault I have to quarantine but they refused to work with me. I said I don’t have the money to buy another ticket because the refund will take so long but they didn’t care and hung up on me.
Business response
08/03/2021
Hello Denis:
Your latest correspondence with the Better Business Bureau has been forwarded to my attention for review.
Again, I apologize for the frustration that you're experiencing as a result of getting your in-laws from Sarajevo to Boise. As I explained on the phone earlier today, our lead agent at our reservations desk advised that the only routing for your in-laws is on Lufthansa Airlines on August 14th, 17th and 19th. Unfortunately, these flights are already booked full. Please contact your travel agency or give us a call at 1-800-UNITED1. Agents are available to assist you 24 hours a day.

Denis, I hope your in-laws next trip with us will deliver the experience they deserve.
Best regards,

Mary Beth *******
Corporate Customer Care
Case: 19374272
BBB15721817
KANA 24965835
Customer response
08/05/2021

Complaint: 15721817

I am rejecting this response because:
after talking to the executive office with United, I realized that even they don’t know the rules when it comes to traveling from Sarajevo to the states. Here is the link; https://www.cdc.gov/coronavirus/2019-ncov/travelers/from-other-countries.html.. I just don’t understand why the biggest airline in the states is not familiar with the restrictions with visitor Visa. They keep offering to fly from Europe after I said that it’s not an option. They said “are you sure that’s the reason” and pretty much called me a criminal.
united airline booked the ticket for me to fly on 08/01 to Istanbul which I wanted and now they are saying it can’t be done with Turkish Airline but they originally booked the flight with Turkish airline for 08/01/21(see attachment). I’m not asking for free tickets or more stuff. All I was asking them to do is rebook the flight for 08/13. The rep I was talking to regarding this complaint said there is nothing available but I checked 5min ago and they do have the flight available with Turkish airline. I just can’t believe I was hung up on 3 times and even the executive office rep I was talking to hung up on me and I wasn’t even being difficult.
C
United airline is choosing not to help me and I don’t know why. They don’t care about their customers and the damage they did. I would understand if it was my fault but the COVID-19 made it happen and I have to suffer. United airline does not follow the CDC guideline and I’m sure I’m not the only one suffering because United does not follow the rules.

Sincerely,

Denis *********

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