ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  09/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Name is ***************************** and I am a United Explorer Card Holder. On a few instances, I have been Denied credit for mileage as well as Card Holder Benefits. In December 2019 I came back overseas. The plane was overbooked, and the seat I was assigned had some sort of mechanical issue. A promise was made stating on the next flight I would receive a free upgrade. On every form of contact, I would receive the run around saying my upgrade is invalid. It has been almost 2 years. A few months after I have returned home my son went overseas and got stuck due to the pandemic. No mileage credit was issued. This is a BAD BUSINESS PRACTICE, which will lead me to never purchase a flight with United Airlines again. My family takes multiple flights across the planet every year. We all use United Airlines. I assume not for long. Unless this issue is resolved.

  Business response

  09/21/2021

  
  Dear ********************,
  
  I am responding to BBB file 15836814.
  
  I am so sorry that you did not receive credit for your past travel. I have contacted MileagePlus and have requested that they credit you the miles for your September 7, 2021 travel.
  
  I have also asked them to look into your upgrade that you are missing.
  
  As a gesture of goodwill, I'm adding ***** award miles to your MileagePlus account, UP125043. These will post within the next five business days.
  
  For any future travel you may have, make sure you link your MileagePlus account number when booking.
  
  Thank you for your business and MileagePlus loyalty. We look forward to welcoming you on board your next United flight.
  
  Kind regards,
  
  *********************
  Corporate Customer Care
  Case ********

• Initial Complaint

  09/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You guys denied my first request. Please reconsider as these tickets were refundable and I paid extra so they would be. Back in March when I was issued some of This credit from a previous trip that was also canceled because of Covid via the chat yall offered me the credit or refund. I am now really regretting my decision on taking the credit at that time. You were so understanding and easy to work with at that time figured it would be an issue as if I had a related issue once again.

  Business response

  09/15/2021

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

  BBB - 15835778
  
  I'm working 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.
  
  Passenger name(s):
  MileagePlus/Frequent flyer number (if available):
  Email address:
  Phone number:
  Home address:
  Flight number:
  Flight date:
  Ticket number (13 digits beginning with 016):
  Confirmation number:
  Approximate departure time:
  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.
  
  Regards,
  
  ***************************
  United Airlines
  ***********************
  Case ********      
  
  

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 8/242021 going from *********** to ********** thru ******, I was told in ****** that I missed the flight to ******. So how did I get here via row boat. By the way, my bags arrived at ***********, they must have great security. Gate agent issued now boarding pass but assigned a new Confirmation number. So, on 8/31, trying to get home I could not get a boarding pass since I never got to ********** so they cancelled my return flight. Spent hours on the phone on 8/30 to get back to original flights, they kept saying the flights were totally booked. They put me on a flight 9 hours later. Finally got ahold of a supervisor who put me back on the original first flight even though was told all day that it was full. When I boarded the flight there were many empty seats. Also when chatting with them via chat they just put you on hold and after 45 minutes they assign you to someone else who wants you to start over.

  Business response

  09/15/2021

  Dear ****************,
   
  United Airlines has received your message from the Better Business Bureau. We welcome the opportunity to respond.
   
  BBB- #********
   
  I understand how upsetting it must have been when your flight canceled.
   
  It's not in our best interest to cancel flights - it causes disruptions to passengers' travel plans and affects our overall operation.

  I realize we didn't meet your expectations and I'm sorry.

  Our records indicate a $50 Electronic Travel Certificate was sent to you via email. Using the certificate, we look forward to the opportunity to provide the service you deserve.
   
  We're always looking for ways to improve and your feedback is heard and appreciated. I will share your comments with the appropriate teams for review.

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

  Regards,

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

  Customer response

  09/16/2021

   
  Complaint: 15835566
  
  I am rejecting this response because:

  It was not just the cancelling of the flights but your total dishonesty and lack of concern by employees.  After all day back and forth, i went on chat around 3 PM. The lady I was chatting with had questions which went back and forth.  45 minutes into the chat she said she would check to see what she could do. Nothing for 15 minutes then she came back on and said she was leaving and turned me over to another employee, a man.  First thing he said: what can I help you with.  Disguisting.

  From about 9 AM to 3 we kept getting told the first flight from Salt Lake to ****** was full.  A supervisor finally got us back on the first flight.  This was about 3:30 PM. When we boarded the flight the next morning it seemed 1/3rd empty.  Many empty seats. Why do your employees think it is OK to just lie, because they cannot be bothered with doing anything.

   

  Also on 8/24 how did my baggage go through when your gate agent said I mised the first flight. 

   

  0n 8/30 we spent about 4 to 5 hours on the phone to fix your mistake.  $50 you must be kidding.  

   

  If that is your offer then I will gladly file a small claims action.  Please send me the address for your legal department

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

  Business response

  09/22/2021

  Dear ****************,
   
  United Airlines has received your message from the Better Business Bureau. We welcome another opportunity to respond.
   
  BBB - #********
   
   
  I understand how you felt when our employee wasn't helpful. It's never our intention to advise our passengers incorrectly, and I'm sorry for the confusion and miscommunication.
    
  I'm sorry your luggage traveled on a different flight than you. I understand your concerns.  
    
  We never want our customers to be separated from their luggage, but there are times when this occurs due to operational needs or unexpected situations. While I hope this doesn't happen in the future, I recommend packing items like medication, prescription eyewear, required travel documents and personal items in your carry-on bag just in case. I hope this is helpful. 
    
  After reviewing your experience again, in addition to the $50 travel certificate already issued, I'm sending you a $50 travel certificate which you will receive via email within a few business days.
   
  Thank you for providing your feedback so we can improve.
   
   
  ****************, we are grateful for your business and loyalty. On behalf of United, we look forward to welcoming you on board again soon.
   
   
  Regards,
   
  ***************************
  United Airlines
  Corporate *************
  Case: ********

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I were going to a wedding in July of 2020. United Airlines cancelled our flight. We did not. United did. They told us we would get a 2 year credit which only ended up being 18 months. We have a credit for **** and a credit for 972. This is money we spent. Unfortunately United will not give us a refund either. I have another family member getting married on New years eve but we can not take our kids on a trip like that, so I wanted to take my parents. Well not the tickets are not transferable. Can we get any more shady???? United is not trying in the least bit to help, compromise or show any kind of compassion!

  Business response

  09/20/2021

  Dear ********************:
  The Better Business Bureau has forwarded your correspondence to my attention.
  Thanks for reaching out to our team. I'm working 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.
  
  Passenger name(s):
  MileagePlus/Frequent flyer number (if available):
  Email address:
  Phone number:
  Home address:
  Flight number:
  Flight date:
  Ticket number (13 digits beginning with 016):
  Confirmation number:
  Approximate departure time:
  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.

  
  Regards,

  
  *****************************
  Corporate Customer Care
  Case ********

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Its really difficult to find an accommodating airline that will allow rabbits to fly, for my myself and my wife, especially since Im in the military and want to visit my family for thanksgiving. Id really wish youd change the policy and allow pet rabbit owners to fly on your airline with a pet fee. If a small cat and dog is allowed, why isnt a same sized bunny allowed? There should be some sort of reasoning.

  Business response

  09/20/2021

  Dear Mr. ***************** Better Business Bureau has forwarded your correspondence to my attention.

  Thank you for your service to our Country.

  I know pets are a part of your family and United is proud to be a pet friendly airline.  The safety of all passengers is important to us so we only accept cats and dogs to travel on board.

  We appreciate you taking time to share your thoughts about our services.
  
  We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
  
  We look forward to working toward the suggestions you've mentioned.

  We appreciate your MileagePlus loyalty and look forward to serving you on board another United Airlines flight.

  Regards,

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

  Corporate Customer Care

  Case ********

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 1, 2020, my husband and I purchased United Airlines tickets from ******, ** to *********** in order to attend my sister's celebration of life ceremony. We had roundtrip tickets purchased, departing 5/6/2020 and returning 5/14/2020. In addition to the flights and seat upgrades, we also purchased trip insurance through Travel Guard. As the departure date neared, it was clear that we wouldn't be able to travel due to Covid. When I called United to make sure that our tickets were cancelled, they directed me to my credit card company, Chase Mileage Plus. I realize now they made an error in sending me this route (I'm elderly and my daughter is helping to sort all this). Chase cancelled my travel insurance and United is saying i have flight credit of $1340.80 to go back to ******* but I can't get cash refund because my travel insurance was cancelled. Now that my sister has passed, I have no need to go to ******* in the future and want my money refunded. Confirmation # HZE2HN

  Business response

  09/17/2021

  
  Dear *****************************,
  
  Your correspondence with the Better Business Bureau has been forwarded to my attention for review.
  
  I was sorry to learn of your sister and you are unable to take travel due to the current environment.  With the fare rules regarding the tickets you purchased for your trip to Hawaii.  Unfortunately, these tickets do not qualify for a refund.  There was no significant schedule change. Even though this may be a different outcome than you hoped for, there are still options available with your ticket:
  
  Since your reservation is cancelled, I understand you are not interested in a future flight credit, we 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. This can be used by you or another person of your choice, OR you can leave your flight credit as is and we will waive change fees however difference in fare would be applicable at the time of rebooking. Future Flight Credit was extended recently for travel to be taken by December 31, 2022. 
  
  You can get back to me about your decision and I thank you for selecting United Airlines.
  
  
  Best regards,
  
  Corporate Customer Care
  Case: ********
  ******************** # ********
  
  

  Customer response

  09/24/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *************** leave flight credit as is and waive change fees. 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. I PURCHASED TICKET TO *********** FROM ******, NUMBER EPOBWO. I ASK FOR WHEEL CHAIR ASSISTANT , NEVER RECEIVED, PAID 168 FOR SELCTED SEATS, NEVER RECEIVED, ON THE **** HOME ON SUNDAY, TOOK A CAB AND FOUND THE ***** IS LATE, WOULD NO GET MY CONNECTING FLIGHT, SO STAY IN HOTEL AND CAB FAR AND FOOD, MY FLIGHT NEXT DAY, CAN TO AIRPORT , FLIGHT HAD TOILET PROBLEMS, GOING TO MISS CONNECTING FLIGHT AGAIN, PAID FOR HOTEL FOOD AND CABS.

  Business response

  09/20/2021

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

  I'm sorry I didn't reach you by phone and I hope you received my voice message. 

  We are equally concerned about the lack of wheelchair assistance that you've reported.  This is something that I will look into further, as we hold our airport stations to task in providing this complimentary service.  Additionally, I'm sorry for the flight disruptions you encountered on your return.  Our records indicate that inclement weather was the problem with your scheduled departure on August 29, 2021.  Overnight accommodations are not provided for weather related events; however the following day on August 30, 2021, this flight disruption was to resolve a technical issue and you should have been provided with overnight amenities.  If you would please provide me with the hotel, meal and/or ground transportation receipts for August 30th, I will be happy to consider reimbursement. Once I receive and review the documents, I'll work quickly to provide a resolution.

  ******************, on behalf of United Airlines, we thank you for your business and MileagePlus loyalty.  We will work to deliver optimal flight performance and to provide the customer service you expect and deserve.

  Sincerely,

  Donita ******
  Complaint Resolution Official (CRO)
  Disability Specialist Corporate Customer Care

  Case: ********
  

   

  Customer response

  09/20/2021

   
  Complaint: 15827792
  
  I am rejecting this response because:  i want to have credit to my number, tl936874 , i do not have receipts for lodging or transportation, i did pay 170 for selected seats that i never received. i would like reimbursement for missing work for 2 days all lodging, aggravation for cancelling 2 flights and all the aggravation that brings , no handi cap help as requested. i feel i should receive 2 flights at no charge, unable to call the person that left voice main as my phone takes some call and no ther time, she can email if she would like. it is easy to sit in the corporate office aand look at this situation a month later but when you flight is cancelled 2 times and they have no flight later in the day, it makes it very upsetting. please reimburse me or i have no choice to file a complaint with government. thank you 
  
  Sincerely,
  
  ***************************

  Business response

  09/27/2021

  Dear ******************,
  
  I appreciate and respect your response.
  
  We don't dispute that this was a very upsetting and frustrating experience.  Again, we are truly sorry. For auditing purposes, receipts are necessary for any cash reimbursement.
  
  In regarding to selected seat purchases, our records show that you and ******* were seated in the Preferred Seat zone that was purchased for your outbound travel on August 17th.  The Preferred Seat purchases for your return were originally purchased for your return on August 23rd.  These were refunded on July 21st, when you changed your return to August 31st.
  
  I am still reviewing your concerns with our airport stations and will email you you no later than the end of this week.  Again, I appreciate your patience.
  
  Sincerely,
  
  *************************
  Complaint Resolution Official (CRO)
  Disability Specialist Corporate Customer Care
  
  Case: ********

  Customer response

  09/29/2021

   
  Complaint: 15827792
  
  I am rejecting this response because: i lost 2days of work worth ***** dollars, hotel meals and fare to airport hotels, and you mean the airlines can compensate me in any way, i feel a voucher is appropriate in this matter, have a blessed day
  Sincerely,
  
  ***************************

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PASSENGER: SRINIVASARAVI TICKET(S): ************* REQUEST *********** RESERVATION This refund request was ridiculously denied which makes no sense.United airlines delayed flight to the next day. In my initial reservation I had 2 bags allowed and United Airlines delayed the flight to next day which would make my Covid results useless. So I requested to change my flight. The new flight has only 1 bad allowed. United Airlines sucked so big that they let me know the change when I Was near Airport. I hope you are not expecting to dump my baggage and travel. Because of this change, I paid $100 extra as new reservation allowed only 1 baggage. So customer service asked to pay and claim the refund later. However they denied my refund request. Reservation : F2DRYB .

  Business response

  09/14/2021

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

  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your refund request for your additional bag charge.  I appreciate the opportunity to respond to your concerns.
  I'm sorry you were charged baggage fees when you were rebooked on another airline.
   
  I can understand your frustration, and while I'm unable to refund the charges, I will be emailing you an $150.00 electronic travel certificate (ETC) to put toward a future United or United Express flight. The ETC will arrive in a separate email in the next few business days.
   
  I will also pass along your feedback so that we can improve our communications and services.
   
  We look forward to welcoming you on board with us soon.
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
   Tell us why here...

  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

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  United has sold me 3 "non-stop" tickets the past year, and each time, right before the departure, they change it to a one stop flight...and I'm forced to either cancel the entire flight or accept the one-stop. This last time...they did it from ****** to OKC...and they don't even have a non-stop from OKC to ******. So...the nightmare I'm about to tell, started with a non-stop that they really don't have, that changed to a 1 stop OKC to *******...******* to ******. I was scheduled to leave Sat morning (10 am) and on Friday night, was notified of technical difficulty that would delay my flight to OKC flight to ******* that would miss my connector. United did not offer a solution for that. The next morning (sat), they still couldn't get me to ******, so they rescheduled me for Sun morn (7 am, OKC to *******...on to ****** for 2 pm Sun arrival). The flight to ******* was fine...but the flight to ****** was delayed 7 hrs. We got home 30 hrs after our original ticket.

  Business response

  09/01/2021

  Dear ****************:
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB - #********.
  I'm sorry to read of the flight schedule changes to your itinerary and regret the flight irregularities you experienced on your recent trip with us. I can understand your frustration.
  
  We strive to provide on-time service for every flight and Im sorry to learn this was not the case during your trip. We plan for the unforeseen events that impact our flight schedule, including your flightUA **** pm August 7th. We know how frustrating and stressful it is when the unexpected disrupts your travel plans, and we apologize for the inconvenience this caused you.
  
  I'm sorry that our delay interrupted your plans, as this isn't the travel experience we wanted you to have.
  
  Because you did complete your travel, I'm unable to issue a refund. Instead, I will be sending each of you an electronic travel certificate, which will arrive on a separate email within a few business days. You can use this certificate on any United or United Express flight within two years of the issue date.
  
  Safety is always our top priority when handling any flight adjustments. Were working to improve our recovery in these situations, and your feedback helps us do that. We'll work harder to meet your expectations and provide the service you expect.
  
  Thank you for your loyalty as a MileagePlus member. We look forward to rebuilding your confidence in our service, and hope you'll give us the opportunity to provide you with a more positive experience in the future.
  
  
  Kind regards,
  
  Leyly *****
  ***********************
  Case: ********    

  Customer response

  09/02/2021

   
  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

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased a RT ticket from *** to *** departing May 14th, 2021, and returning June 15th. Both via ************** as United don't have direct flights from *******. My Confirmation was JZ50S8. At the time the tickets were fully refundable and changeable. Unfortunately, violence broke off in ****** and I was offered a refund but I wanted to go. My flight to TLV was canceled on the 14th of May by United so I rescheduled my flight from PBI as to *** for the next day (as had to take a new corona test)and flight to TLV on the 16th. When I landed in Newark, my flight to TLV was canceled again. I have rescheduled again 18th which was canceled again and my trip was called off. I was stranded in *** and paid 3 nights hotel and bought a plane ticket back to *******, never made it to TLV. Called today and was asked to pay the difference, I was also told I didn't show up to my return flight- OUTRAGEOUS! Apparently, I was supposed to swim there. How can return when they never flew me there?

  Business response

  09/01/2021

  Dear **********************,
   
  United Airlines has received your message from the Better Business Bureau. We welcome the opportunity to respond.
   
  BBB - #********
   
  I'm sorry your flight was canceled due to the ongoing unrest in ***************. Since this situation is outside of our control, I'm unable to honor your request.
   
  In review of your reservation; JZ50S8, the ticket was refunded back to the original form of payment.
   
  I hope this helps:

  Refund ID - ******** - ************* ****************************** E-Tkt Web Int'l CC 8/31/2021   ****** USD - Complete

  We're always looking for ways to improve and your feedback is heard and appreciated. I will share your comments with the appropriate team for internal review.

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

  Regards,

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

*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. ↩