ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had to cancel a reservation and were issued a credit for future flight credits. While issuing the credit we were made aware by an agent that around the expiry date of the credits, we can request extensions. Now that we have approached the expiry date of the credit, we approached the customer service and are being denied extension of the credits. One future flight credit number is JBZ8NH and other one is for a dependent we had to cancel around the same time (JBTM1E). We would request United to honor the extension of future flight credit for both the credits. My frequent flyer number can be shared upon contact by united.

  Business response

  07/16/2024

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

  
  Thank you for reaching out to our team. I hope this email finds you well.

  
  I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

  
  I understand that you want to extend your flight credits and that you were previously advised by our reservations agent. However, I regret to inform you that we are unable to manually extend the validity of future flight credits and residual flight credits, as they are governed by the terms and conditions of the credit.

  
  We highly suggest you use it before the expiration date, and the new travel must begin on or before.
  For clarification, your flight credits will be valid until August 21, 2024.

  
  We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.

  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

   
  Complaint: 21989108
  
  I am rejecting this response because: your agents told me over phone that it can be requested for extension. 
  
  Sincerely,
  
  ***************************

  Business response

  07/17/2024

  Hi *****,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for a credit extension. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry that you're disappointed with my response.
   
  My intention was to let you know that I understand your concern, and I apologize if I didn't come across as genuine.
   
  As much as we would like to honor what was advised to you, regrettably, we are unable to do so since there is no way to manually extend the expiration date of any flight credits. The expiration date listed on the credits is final, and we are unable to make exceptions to this policy.
   
  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 welcoming you aboard your next flight.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  07/17/2024

   
  Complaint: 21989108
  
  I am rejecting this response because: business is not honoring what its agent committed and needs to find alternate way to remedy the situation if their system doesnt allows them for extension. Maybe they can issue refund or add equivalent dollar value miles to the account but its unacceptable for them to not take responsibility of their verbal commitments or I ll trained employees. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/13/24 a gift for a United Club Membership was purchased by *************************** for me, *********************. My United frequent flyer number is VH938854. I was notified of this gift on 7/13/24 via email - at *************************** The following info was sent to me: For the one year subscription, with an activation date of 9/11/24 vs. immediate activation. I called customer service and was told that they would fix the issue.

  Business response

  07/18/2024

  Dear **************,
  
  We received your letter from the Better Business Bureau regarding your recent experience with us.  I am sorry to learn your unpleasant experience and apologize for the discrepancy regarding your United ********** **** membership and passes are handled by our ******************* Center.  Please understand, United Airlines ************* does not have access to your membership account.  Therefore we are unable to rectify any discrepancies
  
  For concerns regarding membership passes, members are asked to contact our ************************* at **************. 
  
  Thank you for your patience and understanding.
  
  
  Regards,
  
  ***************************
  ************* Management
  **********************
  Case ID *************** / 29551490
  BBB COMPLAINT # ********

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Confirmation Number: EJYGF8 My mother, who is disabled, I booked a flight for her to go on a trip with some friends. She called United Airlines to ask questions about the trip, disability service options and her passport. She told them that she had the passport card and they said that will work for her to travel; however, fast forward to today!!!! The group showed up at the airport and she was refused to go through the checkin process. They said that TSA requires the passport book and not the card. United can use the card, but TSA needs the book. Needless to say, she is now on her way home, heartbroken, embarrassed and mad at the same time. This is horrible. I called customer service and requested a refund and they stated that they can only provide a credit. I told them, this isnt about a situation where she missed her flight, changed her mind or didnt want to go, this is a situation where she was provided the wrong information from United Airlines and was denied going. Im requesting an actual refund and not a credit.

  Business response

  07/18/2024

  Dear **************,
  
  We received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry to learn of your mothers (*************************) flight disruption when she was scheduled to travel with us on July 14th, 2024.  Travel documents, such as passports and visas, {as well other entry requirements like vaccinations, proof of sufficient funds, letters of invitation, etc.} are the sole responsibility of the traveling passenger. Airlines face steep fines for boarding passengers with insufficient documents to transit or enter the countries on their ticketed itinerary, and our staff checks them in good faith before boarding based on the information provided to us by government authorities. To clarify our policy and procedures, when passengers arrive for check-in,Customer Service Representatives will verify their travel documents through Timatic (a recognized global system/provider of ***** passport, and health documentation for international travel information used by airlines) to be certain that country's legal requirements for entry is being met.  Unfortunately, due to fast-changing government mandates and restrictions, the information in Timatic is subject to change anytime and without notice and recommend that customers contact the appropriate consulate/embassy for the countries they are visiting or transiting through prior to departure. 
  
  Our records show that we have made an exception to refund your mothers non-refund ticket inform of an Electronic Travel Certificate.  (see email below from Refunds Department).   Still, we certainly understand your frustration and regret the inconvenience. As a gesture of goodwill, I will send your mother an Electronic Travel Certificate for her to utilize towards her next ticket purchase on United Airlines.  Please allow 3 to 5 business days for processing.  Her ETC will arrive in a separate email containing details on how to redeem your certificate.
  
  We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust. 
  
  As a MileagePlus member your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval.We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Regards,
  
  ***************************
  Customer Care Management
  **********************
  Case ID -*************** / 29550503
  BBB COMPLAINT # ********
  
  ***********
  
  PASSENGER: ******
  TICKET(S): 0162403936735
  REQUEST ID: ********
  Dear *************************:
  Were glad we were able to help you with your refund!
  The Electronic Travel Certificate may be used for future travel on United and United Express flights, and partner airlines sold on United digital channels, and it must be redeemed by the expiration date using the *** number provided below. Please visit united.com or call 1-800-UNITED1 for booking information. For more information, please visit <a href=*************************************************************** target="_blank">Electronic Travel Certificate</a>
  Program Year: 2024
  Electronic Travel Certificate Amount: $451.53
  Electronic Travel Certificate ***(TCVA):  **********
  ETC Expiration Date: July 16, 2025
  Refund processed date: July 16, 2024
  Thank you for flying with us! We look forward to welcoming you on board soon.
  Sincerely,
  United Refunds
  

  Customer response

  07/18/2024

   
  Complaint: 21987196
  
  I am rejecting this response because: I would like to have a refund. ******* service stated that she was able to use her passport card to ******! When she got there, they stated they may accept it but TSA wont! Thats not gods consumer service. The friend needed her to be there as she is undergoing IVF. This situation made her miss out on being a support and a caregiver for her. I can get you their information, and medical information. 
  

  My mother is on disability and even though she used my card, it was her saved money and I highly doubt she will be traveling within the next year. As a result, Im requesting a cash refund to the card used. I can send you her social security paperwork to prove her disability status. 
  

  Thank you in advance for your consideration. Her not able to travel was not intentional but going by the information she was provided from United customer serve. 
  
  Sincerely,
  
  ***********************

  Business response

  07/22/2024

  Dear ************** and ****************,
  
  I am glad to receive your reply and appreciate having an opportunity to review your case. I am sorry to learn your continued disappointment regarding your mothers flight experience. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.
  
  We have reviewed your case again,and respectfully I regret your refund request to the original form of payment has been declined.  Your mothers ticket is non-refundable.  However have made an exception to refund her ticket in form of an Electronic Travel Certificate. 
  
  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The certificates you previously received is tangible expression of our regret over what transpired when you traveled with us, and our gratitude for your interest in United Airlines.  We have concluded your flight experience on July 14th, ******************************************************************* refund. We would like to move forward with our business relationship with you and ask that you please give us another opportunity to regain your trust. Should you wish to share a different travel-related experience, please visit us at www.United.com/feedback.
  
  As ************* representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. While ********************** may be unable to meet your specific expectations, please know that we do appreciate your continued loyalty. We look forward to welcoming you on board again soon.
  
  
  Regards,
  
  ***************************
  ************* Management
  **********************
  Case ID *************** / 29734597
  BBB COMPLAINT # ********
  
  

• Initial Complaint

  07/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Reservation BX0DKP. There was a schedule change on this flight which I am entitled to one free change however, customer services made errors during first free change which they have to change it again. Then I am been blamed that I made 6+ changes in my reservation which is not true. Despite that my reservation is still not correctly updated, customer service is denying helping me make correct date updates because they claimed that I have made several updates. All updates in one request should be considered as one request. I have no ideas why they see so many changes . Its certainly not my fault. No one can help me change to correct date.

  Business response

  07/18/2024

  Dear ************ and Ms. *************** received your letter from the Better Business Bureau regarding recent experience with us.  I am very sorry for the inconvenience our schedule change in flights has caused you regarding your upcoming trip with us (April 18th 25th, 2025).  Our goal is to deliver and accommodate the schedule you need. Sometimes, unexpected circumstances come up. Routes and schedules are based on several factors: the size of the scheduled aircraft,the peak travel periods for that city, and the historical data from the "no show" records.
  
  United Airlines has an obligation to refund your money, if we cannot re-accommodate you on another flight without significant delay. If we can provide transportation within 2 hours of your original departure or arrival time, this is not defined as a cancellation and a refund is not applicable. This is in compliance with U.S. ********** of ************** directives.
  
  Please understand, ************* is unable to modify your itinerary via email as availability can change and direct feedback is required from the passenger.  For assistance with your future travel plans, passengers are asked to contact our Reservations ********** at **************.  A highly trained agent will be glad to assist you with your travel needs,
  
  
  Regards,
  
  ***************************
  ************* Management
  **********************
  Case ID *************** / 29549397
  BBB COMPLAINT # ********
  

  Customer response

  07/18/2024

   
  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

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a $150.00 travel voucher that expired on July 12th (it was still able to be used on July 12th). It was my understanding that the voucher had been used on my purchase, a flight from *** to SAT connecting in ***, but I had my suspicions that it was not. The next day, I checked my credit card statement and, sure enough, the $150.00 travel voucher was never applied. I contacted United customer support that same day (July 13th) and was informed that the voucher had expired (naturally) and that it was not used because I had placed my order on July 13th, not July 12th. This, however, is false and I have video evidence to back this up; United has refused to provide me with a new voucher.I am happy to provide all evidence to United and the BBB upon request, but I will not be attaching said evidence to this form due to size constraints.

  Business response

  07/15/2024

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed a complaint #******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry to hear that you were unable to utilize the electronic travel certificate before it expires. I apologize for any inconvenience this may have caused you.
  
  We understand that you would like a refund for the electronic travel certificate; unfortunately, we are unable to provide cash or refund as an alternative to electronic travel certificates. The purpose of an ETC is to provide our passengers with flexibility in their future travel plans.
  
  Please be advised that even though the electronic travel certificate expires on July 12, 2024, there's still a chance that you can still use it because we have a 30-day grace ****** from the date it expires. However, you must contact our reservation desk at 1-800-UNITED-1 ***************) as it requires special handling.
   
  We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.
   
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  07/15/2024

  Hello.

  This answer is unacceptable because, simply put, it is not my fault that the travel voucher did not work. As for the idea that I could use it for a future travel as long as the booking of said future travel is completed within 30 days of the booking for this latest flight I am about to take: this is also not a valid solution because I do not plan on making any trips in the near future. In fact, the one trip I do plan on making (in December of this year), I have already booked a flight for, interestingly enough, also with United, but now I am rethinking this decision.
  

  I am thoroughly disappointed that after having purchased a total of seven first class tickets - spending more than $12,000.00 - in a 12-month period, United feels unable to compensate me for a measly $163.50 ($150.00 plus a 9% tax) which I never should have spent in the first place. This a very poor showing by United.
  

  Regards,

  ********

  Business response

  07/16/2024

  Hi ********,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for your travel certificate refund. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry if our response added to your frustration.
   
  Our intention was to apologize for your experience, and I regret if that wasn't conveyed in our previous email.  
   
  We understand that you might not be able to utilize the expired travel certificate within the 30-day grace ****** because you have already booked your future travel for this year.
  
  As a reliable airline, while I won't be able to honor your original request, I'm sending a new ETC to your email address with the same amount. It will arrive within the next few business days. This is a gesture of goodwill only.
  
  The travel certificate can also be used to purchase baggage and seat assignments on the website.
   
  We appreciate you taking the 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 business and loyalty, and we hope you'll give us another chance to better serve you.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

  Hello.

  Whilst I appreciate your "gesture of goodwill," I do not accept it, as I should have been able to use the voucher (and save on the tax paid, as well).

  Frankly, I never should have accepted the original travel voucher as compensation for what occurred back in 2023, but because I didn't have proof that the events had unfolded like I said they had, I figured I didn't have much of a choice. This time, however, I do have proof, and I will not allow for United to blatantly lie and cheat me out of my hard-earned money.

  I also noticed you said in your previous message that you "are unable to provide cash or refund." I don't think you need me to tell you this, but any self-respecting, multi-billion dollar corporation can issue a refund, so it's not that you are "unable" to issue a refund, it's that you don't want to issue a refund. And if you really can't issue the refund, then this just tells me that I am dealing with a bunch of incompetent clowns.
  

  I am sticking firm to the requested refund of $163.50 ($150.00 plus the approximate 9% tax I paid). I don't know if you have any higher *** you can forward this complaint to, but if you, I suggest you do just that as with every further communication I receive, United only looks more and more foolish.

  And to be clear, I'm not mad at whomever is responding to these comments; I am mad at the company.

  Regards,

  ********

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. United airline Baggage claim CSR has not let me know that there is "*The article further states that after that preliminary notification is given,written notification to the carrier and claim form must then be made within 21 days for delayed or missing property. *" rule in advance that they have the responsibility to let their customer know in advance again. In short, I have not heard any of that limitation from United yet.2. The shorter due date of 21days for international flight than domestic one of 45days United CSR mentioned doesn't make sense. FYI, I have needed some time to find my recipe in the ** after my out of country trip. And I've sent what they need immediately after turning back to my town.

  Business response

  07/16/2024

  Dear Mr.  ****,
  
  We received your letter from the Better Business Bureau regarding your recent experience with us.  I am sorry to learn your baggage was damaged when you traveled with us on June 7th,2024.  From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.
  
  Please understand, Damaged bags must be reported within 24hours upon retrieving your bag, as this allow us to inspect your bag.  Our records show that our ************************* has previously handled your case.  Baggage Claim:  ICN12092D
  
  Claims regarding damaged bags are handled by our *************************. Should you have any questions and/or additional concerns regarding your claims, passengers are advised to contact our ************************* at **************.
  
  We consider it a privilege to serve you and look forward to the opportunity to see you aboard the friendly skies of United soon. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Regards,
  
  ***************************
  Customer Care Management
  **********************
  Case ID *************** / 29507812
  BBB COMPLAINT # ********
  

  Customer response

  07/16/2024

   
  Complaint: 21983462
  
  I am rejecting this response because:
  

  I've reported the issue in 24hours after I picked up my baggage from airport and got the case number to be handled by United airline baggage CSR.

  She sent me the link to complete it but when I checked the link it asked the baggage purchase price receipt which were not in my hands for I was out of my town due to the international flight as you can imagine. 

  I completed the claim as soon as I came back to ** including the recipe but it got rejected for CSR claimed it is out of 21 days claim windows which I have never been informed.

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

  Business response

  07/20/2024

  Dear Mr.  ****,
  
  Im glad to receive your reply and appreciate having another opportunity to address your concerns and request.  I am sorry to learn your continued disappointment regarding your damaged baggage.  I regret our ************* Team is unable to assist you regarding your claim.  As previously advised, claims regarding damaged bags are handled by our ************************** Should you have any questions and/or additional concerns regarding your claim (ICN12092D), passengers are advised to contact our ************************* at **************.
  
  Thank you for your support and understanding.
  
  
  Regards,
  
  ***************************
  ************* Management
  **********************
  Case ID *************** / 29693598
  BBB COMPLAINT # ********

  Customer response

  07/23/2024

   
  Complaint: 21983462
  
  I am rejecting this response because:
  

  United's reply says I gotta contact Baggage ***************** but have already contacted them and that's comments I've heard from them. 

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/29 united flight from ************ to ********* was delayed due to unsafe tire then canceled cuz stewardess wouldn't be allowed to fly. We sat on the hot plane for 2.5hrs cuz mexican military would not let us off. Once off military did security checks because they said we left the country. United rep inside airport said transportation was waiting for all of us and we were going to the *************. We were shown outside where there was only 4 vans waiting for us. The airport closed as we were standing outside military leaving. No crew members no united reps just 169 Passengers and mostly non english speaking drivers that didn't no where we were going. I tried explaining to them the hilton and was told no. We were driven 45 minutes to a hotel that told everyone we weren't on their list and we couldn't stay there not even if we paid privately. Online chat united rep couldn't help me. Told a united rep was coming a mexican man airport worker not a rep shows up no english didn't no what was going on but had a list of names on phone another girl had to read the names I had to flag transportation we were taken to the wrong hotel. 945pm got to right hotel to be told dinner closed at 10. Next day not enough transportation was sent to pick up everyone flight was delayed again 3 times when we finally landed in the states we had to sit on the plane again because they didn't have a gate for us Alls united wants to do is give us $100 ea voucher towards another flight. Another lady and me had to try to take charge of the situation because united left with no one that knew anything. 8 hours of chaos. I had to pay for our seats 3 times and spents over $1900.00 and I had to pay an extra $80 for another day of parking and they feel $100 makes up for it after getting stranded because of a faulty tire and until it could be was fixed the stewardess couldn't work. Shame on united and there has been 3 total cases of tire problems since march

  Business response

  07/15/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry we canceled your flight. Safety is always our top priority, and if we're unable to resolve an issue before departure, we may need to cancel the flight. Cancelling flights is not our ideal choice, and we know it can cause disruptions for you and other passengers.
  
  Additionally, we apologize for the inconvenience caused by the transportation issue going to the hotel provided and for the lack of assistance from our agents.
  
  Unfortunately, I'm unable to reimburse you for your costs as the flight interruption was outside our control. Although you were told that the cancellation was due to controllable reasons, Ive checked it again and verified that your flight from ***** was canceled due to uncontrollable reasons where reimbursement is not possible. The best that we can do is the compensation issued to each of you.
  
  I will also share your feedback so we can continue to work on improving our operation and customer experience during unexpected events such as this.
  
  We appreciate your business as a MileagePlus member and look forward to providing you with the service you expect and deserve on a future United flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  07/16/2024

   
  Complaint: 21981767
  
  I am rejecting this response because: as I have explained and many emails. I do not find it impossible for united airlines to reimburse my account the $200 that you want to give in flight voucher that we will never use. This is not just about the flight being canceled this is about everything that happened to us passengers after the fact. United was no help to any of us once we were off that plane. I had contacted united for help and was told there was nothing they could do to contact the rep at the airport. Which I couldn't no because the airport was closed soon after we were shown outside. Like I said early the crew was taken care of right away but us passengers where left in the blind. So no united did not do all it could. Your customer care had informed me that night to file a complaint. I do not want your voucher as stated many times. If you can hand me $200 voucher you can reimburse my account that $200. Which is nothing to the 1900 plus I had spent on your airline that apparently has problems with tires as there as been 3 flights now that is know to the public
  
  Sincerely,
  
  ***********************************

  Business response

  07/16/2024

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for reimbursement. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry if my response added to your frustration.
   
  Our intention was to apologize for your experience, and I regret if that wasn't conveyed in my previous email.
   
  Unfortunately, we are unable to provide cash/reimbursement as an alternative to electronic travel certificates. Your certificate is still valid for one year from the date of issuance. It can be redeemed on united.com for the purchase of your next United and United Express flights. Although it is non-transferable, you can use it to purchase travel for someone else if you have the certificate and PIN number.
   
  We hope that you will be able to use the travel certificate to give us another chance to serve you better.  
   
  We appreciate you taking the 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 and to welcoming you aboard your next flight.
   
  Warm Regards,
   
  Chesca
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

   
  Complaint: 21981767
  
  I am rejecting this response because: we will not be using united airlines again. This was our last time. If you will not refund my account the $200 dollars then make the voucher usable for any airline. Although there is no reason you can not refund my account the $200. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is the third flight where this has happened. I choosea seat when i booked the ticket and then ALSO paid for an upgraded seat THREE times! Each time, United took my money and then deleted the seat!!! United kept putting me in a middle seat at the back of the plane despite the fact that I paid three times for an upgrade. When i called, they just told me they dont know what happened and wont help. I hate flying United so much at this point! I pay the extra fee because Im afraid of turbulence and dont want to be in the back of the plane. This time i had a cold and needed a window sent. I paid for one and you just kept deleting it. Since its been there reiterated flights that youve treated me like this on, i dont want to ever fly United again.

  Business response

  07/15/2024

  Hi ****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your seat assignment issue for a trip to ********** on July 12, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that your seat was changed on your recent flight. Seat assignments can change unexpectedly due to aircraft swaps, schedule changes, or other unforeseen circumstances. Still, I understand how disappointing it can be to not sit in the seat you requested.
  
  Our records indicate that your Preferred Zone seat purchased was already refunded on July 12, 2024. It will be posted to your account ending in 0875 within 7 to 10 business days.
  
  We appreciate your feedback, and we've shared your comments with our operations team for review so we can continue to find ways to improve our services.
   
  Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  07/16/2024

   
  Complaint: 21980646
  
  I am rejecting this response because:

   they still didnt explain why they metro deleting my paid-for upgrades in every single flight multiple times. Why are they taking customers money to upgrade if they just delete the upgrade anyway? 
  This issue causes so much extra work and stress every time I fly with United. Just saying sorry isnt good enough. 
  
  Sincerely,
  
  *******************

  Business response

  07/18/2024

  Hi ****,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your seat assignment issue for a trip to ********** on July 12, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry if my response added to your frustration. My intention was to apologize for your experience, and I regret if that wasn't conveyed in my previous email.
  
  I understand your frustration with the recurring issue of paid upgrades being deleted from your bookings with United Airlines. It's understandably stressful and inconvenient, especially when you've paid for specific accommodations.
  
  Unfortunately, operational changes can sometimes necessitate seat reassignments, impacting previously confirmed upgrades. While United aims to provide reliable service, unforeseen circumstances like aircraft changes or overbooking can lead to these situations.
  
  While I can't change what happened, I want to make things better. As a goodwill gesture, I will deposit miles to your MileagePlus account. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.
  
  Thank you for choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  07/22/2024

   
  Complaint: 21980646
  
  I am rejecting this response because:

   its unbelievable that the business still refuses to fix this issue. it wasnt just one time when United deleted my seat upgrade and assignment- its been every time Ive flown with them that they take my money (up to $100 each time!) to give me a seat assignment then just delete the seat anyway. Its false advertising and after several flights like this, I will fight this for as long as it takes until the business stops charging customers for seat assignments that they disregard. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I shouldnt even have to be filing this complaint, but Uniteds refund policy is horrendous and needs to be changed. Due to delays caused by Uniteds incompetence, I missed my connecting flight. I had purchased an upgrade for this flight and Im being told that United does not refund upgrades. This is abhorrent, seeing as the my upgrade wasnt even honored due to the change in connecting flight. My upgrades on two flights were not honored and I would greatly appreciate a refund, and would strongly recommend changing internal policy. This is the second BBB complaint Ive had to file for very similar issues, that should be simple refunds by a customer service agent.I have uploaded photos showing all information pertaining to document numbers.

  Business response

  07/16/2024

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

  Regrettably, fees that are paid for upgrades are non-refundable.

  We appreciate your understanding.

  Regards,

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

  Customer Care Management
  

  Customer response

  07/16/2024

   
  Complaint: 21979884
  
  I am rejecting this response because:

  This is a complete utter nonsense response. I highly suggest rereading my initial complaint. I purchased upgrades for flights that I missed due to delays caused by United, and my upgrades were not honored on the new flights I was assigned. How would this not be a refundable expense? It was at no fault of my own that I missed the original flights and didnt receive an upgrade. I vehemently disagree with this response. I would also like to point out the fact that this travel was on military orders. I find it unbelievable that this is the level of customer service ********************** provides to its customers. 
  
  Sincerely,
  
  *********************

  Business response

  07/19/2024

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

  I have sent a new request to refund the fees for the upgrades that you did not receive.

  Our ****************** will send you an email once they process the refunds.

  We appreciate your business.

  Regards,

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

  Customer Care Management
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, we were recently returning from a vacation and had a connection through ******* that was to leave at 9:35pm. There was no weather, however the flight was delayed until 11:10pm due to technical issues with the plane (which I have the text confirming) . We then boarded just as a storm moved in. We sat on the plane until 2:31am when we were told the flight was cancelled because the crew had timed out. While on the plane we watched others taking off, however the text received said it was cancelled due to weather, but this is not what we were told on the plane. We were told what carousel to get our luggage, however it was not there. We were told it was held with the ramp crew, who was no longer there and the entire group was passed between baggage and additional services until 6:30 am when we finally received our bags, keeping us at the airport. There were no available flights to ******** until 6/24 at 9:35pm, so we took an Uber to the closest hotel with vacancy. We eventually got on a flight on 6/23 to ********** at 9:35pm, and had to stay in ********** due to our car being 2 hours away in ********. A friend drove us to ******** on 6/24, and we drove an additional 2 hours home. Our flight was delayed 1hr ******************************************************************************** ******** before the storm even hit. I have all the text showing the initial delay reason. Everyone with United at ***** was incredibly rude and unhelpful. We were told they would not cover a hotel because it was cancelled due to weather, yet that is not actually true, just the excuse they are using to avoid responsibility. I incurred cost for hotels and Uber of $419.92, which does not include food or days missed of work, as I was to return to work on Monday. This is reference complaint ***************, confirmation numbers CYPNT6 and 01RF84

  Business response

  07/15/2024

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.
   
  I'm sorry we canceled your flight. Safety is always our top priority, and if we're unable to resolve an issue before departure, we may need to cancel the flight. Cancelling flights is not our ideal choice, and we know it can cause disruptions for you and other passengers.
   
  I've checked your record and confirmed that the major flight disruption was due to the extreme weather. Although your flight was initially delayed due to a technical issue, the flight was then canceled due to the weather forecast of the day. With that being said, we are unable to process a reimbursement for cancellations that were outside our control.
   
  While we don't provide compensation for such disruption, we know how inconvenienced you were, and we want to make things right by sending each of you an electronic travel certificate as a gesture of goodwill. You can use this certificate to purchase your next United or United Express flight. It will arrive via email in the next few business days.
   
  We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: **************

  Customer response

  07/19/2024

   
  Complaint: 21979147
  
  I am rejecting this response because again had the flight left as scheduled, there would have been no weather issues. The weather did not move in until we had boarded the plan after the delay because of finding a replacement plane. By this time we should have already been in ********. I am not seeking reimbursement for my tickets, but for the expenses incurred for hotels and transportation that were not offered by the airline. Even then I am not submitting for food or the 2 hours our friend drove us from ********** to ********. Your $50 voucher is of no value as we will not fly United again. If you are claiming the flight would have not taken off as scheduled due to weather, which I know is not accurate, please provide documentation showing all of your other flights at that time that were delayed for weather. In addition, while I agree it was storming once we boarded and was further delayed because of that, we were told on the plane that the flight was cancelled because the crew had timed out, as the weather was clearing. This was a full flight, so everyone on it can confirm that. 
  Sincerely,
  
  *****************************

  Business response

  07/19/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your reimbursement request. I appreciate the opportunity to respond to your concerns.
  
  Once again, I'm sorry to learn that your trip with us didn't go as planned. I also apologize that we cant reach the resolution youre hoping for.
  
  Unfortunately, we arent able to provide compensation for additional expenses in situations like these. We do our best to keep every flight on schedule every day, but factors outside of our control can still occur. In these situations, the safety of our passengers and crew members takes priority, even if that results in flight delays or cancellations.
  
  We know this is frustrating. Thats why we truly appreciate your feedback as we work to improve our operations at every angle.
  
  Thank you again for choosing United and for your patience and understanding. Well make every effort to ensure your next trip with us is a much better one.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

*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. ↩