Business Profile

Airlines

United Airlines, Inc.

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Complaints

This profile includes complaints for United Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,237 total complaints in the last 3 years.
1,360 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Passenger booked a flight on June 29, 2904 with United Airlines through Expedia from ****** ** to *********** with 2 passengers flying. Confirmation # BR2ZTL. Flight was canceled July 10th and flight credit was issued for $405.95 with United. Flight was rebooked on July 11th using flight credit with confirmation# EQMRSN. Due to wild fires in ********** this flight scheduled for October 5th was also canceled on July 21. On August 1, 2024, Passenger (1) redeemed flight credit to travel on November 9th. Confirmation # HHPCTQ ($202.97). June 10, 2025 passenger (2) made attempts to use flight credit which was said to expire in 1 calendar year. Confirmation# EQMRSN. There were no flight credits available. Calls were made without success and eventually on June 24 in a text message a customer service agent informed passenger that there were no flight credits available and a refund had been issued for the flight and a receipt was provided. ********* notified customer service that there wasn't a refund issued. Passenger was advised to submit a claim with customer care/********************** Refunds. Reference# ********. Claim submitted June 25th. On June 30th customer care informed via email that credits were redeemed on July 11th, 2024. Passenger informed customer service through text that no credits were redeemed nor refund issued. Passenger was connected via text to *********** who informed passenger again that flight credit was used on July 11th, 2024. Confirmation #EQMRSN. Finally customer care informed passenger that flight credit expired June 28, 2025. ($202.97). Because time lapsed while disputing claim passenger requested a refund. ************* stated there policy would only allow a 1 month extension. Passenger informed that a flight was booked with another airline because of discrepancy and flight was less than a month away. Passenger was informed policy wouldn't allow them to. Passenger argued flight credits expired due to airline's negligence and should be refunded.
Business Response
Date: 07/07/2025
Hi ***,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your travel credit refund request or extension. I appreciate the opportunity to respond to your concerns.

We sincerely apologize for the inconvenience and frustration caused by the cancellation of your flights and the challenges you experienced while attempting to use your travel credit.

As per United Airlines travel credit policy, credits are valid for one year from the original ticket issue date in this case, June 28, 2025. Since the ticket associated with ****** was canceled and refunded back to credit, the remaining balance retained the original expiration date. While some confusion arose due to prior communication suggesting a refund was issued, we can confirm that no monetary refund was processed, and the value remained as a travel credit.

Understanding the delays and difficulty you experienced in receiving clear information, and in an effort to assist, our team reissued the expired credit as a one-time courtesy with a one-month extension. As communicated previously, travel credits are non-refundable and typically cannot be extended beyond their original expiration date, particularly when tickets are purchased through third-party travel agencies like ********

While I cannot fulfill what you originally requested, as a goodwill gesture, I have authorized the conversion of your residual flight credit into an electronic travel certificate. You can use this toward future travel on United, United Express, and our partner airlines' flights. Details of the ETC will arrive in a separate email within the next few business days.

Despite the validity remaining unchanged, please be advised that by using a travel certificate, you can book a flight before the travel credit expires, but the travel date can be beyond the validity date. This flexibility allows you to plan your travel at your convenience. Currently, our booking system allows reservations up to 345 days in advance. You may also let your family members and/or friends use it by sharing the certificate PIN code.

Additionally, we offer a 30-day ***** period after the expiration date. This means that even if you don't book by August 4, 2025, you will still have an extra 30 days to use your certificate. However, you must contact our reservation desk at 1-800-UNITED-1 ***************) as it requires special handling.

We truly regret any miscommunication and the inconvenience this has caused. While we are unable to offer a further extension or refund due to policy limitations, we hope the exception already granted will allow you to make use of the remaining credit.

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 Answer
Date: 07/08/2025

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
Date:07/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I experienced multiple delays on my flight, which ultimately caused me to miss my connecting flight. The series of delays were not communicated clearly or resolved in time, and instead of arriving at *** at the scheduled time of 10:00 PM, I didnt land until around 3:00 AM the following day.Because of the significant delay, I missed my international flight, which had been booked separately with another airline. As a result, I had no choice but to book a hotel in ******** overnight at my own expense.
Business Response
Date: 07/06/2025
Hi Sandrine,

I'm sorry this was the experience. We will use this information to get better.

I sincerely apologize for the multiple delays you encountered on your recent trip, and for the inconvenience and stress this caused, especially missing your connecting international flight and needing to arrange overnight accommodations at your own expense.

We understand how important it is for our flight communications to be timely and clear, particularly when travel plans depend on tight connections. I'm truly sorry that we fell short in this case. Arriving several hours later than expected is not the level of service we strive to provide, and I regret the impact this had on the rest of your travel.

I researched the details of the flight, and because the flight UA3549 from ******** to ******* was delayed due to crew availability, I am going to deposit miles into your MileagePlus account as a goodwill gesture. This credit will post to the account within a few business days. These miles never expire and can be used for travel or purchases on flights and more.

We understand and appreciate your refund request. We reviewed the information you provided, and since we were able to confirm you completed your travel and your ticket is fully used, you are not eligible for a refund.

Additionally, since we were able to arrange for your travel to ********, I regret to inform you that any additional expenses incurred at your final destination are not eligible for reimbursement under our current guidelines.

While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.

We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 07/07/2025

Complaint: 23557152

I am rejecting this response because:

Sincerely,

Sandrine ******* Eto Ossima
Initial Complaint
Date:07/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an active duty military service member, and I am writing to express my deep dissatisfaction with a recent experience I had with ************************* original flight, scheduled for Friday, June 27th, was abruptly canceled. United later cited weather-related issues as the cause, which I can understand; however, the way the situation was handled was completely unacceptable, not to mention, no other flights were cancelled that day.Following the cancellation, I received no meaningful resolutionno effort was made to rebook me on a comparable flight in a timely manner. The only gesture United offered was a seat upgrade on a later flight. However, when I boarded that flight, I discovered that my upgrade was actually a middle seat at the very back of the planethe exact opposite of what one would reasonably consider an ********** the midst of this, I attempted to reach customer service and was placed on hold for 48 minutes, only for the call to end with no representative ever returning. I was left to resolve everything on my own with no support from United.Because of the lack of timely assistance and the poor handling of the situation, I arrived at my destination a full day late and missed a weddinga once-in-a-lifetime event I had planned my entire trip around. This was not just an inconvenience; it was a significant personal loss that could have been avoided had United demonstrated even a basic level of care and professionalism.The only response Ive received thus far has been a generic apology and an explanation that weather was to blame. While weather cannot be controlled, customer service can and should be, especially when passengers are seeking help.Given the lack of service, the misleading upgrade, the inaccessibility of customer support, and the personal impact of this experience, I am requesting a full refund for the affected flight and appropriate compensation for the disruption and emotional distress caused.
Business Response
Date: 07/04/2025
Hi ******,

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

Thank you for reaching out, and most importantly, thank you for your service. We sincerely regret the disruption and disappointment you experienced during your recent travel with United Airlines.

We understand that your flight was canceled, and we recognize how frustrating and upsetting it must have been to receive limited support in the aftermath, especially when traveling under time-sensitive and personally significant circumstances. Missing a wedding, particularly one you had planned your trip around, is a loss that cannot be replaced, and we are truly sorry for the role we played in that outcome.

While the cancellation was sometimes unavoidable, we acknowledgeand agreethat how we support our customers during such events is just as important as the cause itself. You should never have had to endure lengthy hold times with no resolution, nor should you have been misled about the nature of your seat change.

The lack of timely assistance and the absence of proactive rebooking options are not reflective of the standard of service we strive to provide. Your experience has been shared with our customer support and operations teams so we can learn from it and improve.

In light of the disruption and the poor handling of your experience, we are issuing a full refund for the flight you were affected by. Additionally, we will be providing a travel credit as a gesture of goodwill for the inconvenience and the personal impact this caused. A representative from our Customer Solutions team will contact you directly with the details of your refund and credit.

I researched the details of the flight, and because the flight was canceled due to operational issues, I'm going to send you an electronic travel certificate. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.

We understand and appreciate your refund request. We reviewed the information you provided, and since we were able to confirm you completed your travel and your ticket is fully used, you are not eligible for a refund.

We appreciate your business as a MileagePlus member and look forward to welcoming you on board your next United Airlines flight.

Warm Regards,

Chesca
Customer Care
Case ID: ***************
Customer Answer
Date: 07/07/2025

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. Please notify United that I appreciate them being so understanding. This is one of the fastest and most reasonable resolutions I have received for a bad airline experience. (I travel extremely often). Thank you very much.

Sincerely,

****** ****
Initial Complaint
Date:07/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
United airlines canceled my flight from ************************************ - EWR to **********/*************************************** for air traffic control issues Friday, June 27th at 1:58p. It took me two hours to find an agent in ****** that didn't turn me away. When I finally found one she was so rude & she worked for United. She acted like my questions were an inconvenience to her. She told me there were no accommodations they could help me with. She said this knowing the day's flights through them were booked up. She said that air traffic control is out of their ************** don't help for this. Even though United is known for overbooking per ******. No hotel, no food, no drinks, no money towards another flight. I am type 1 diabetic too. Luckily two people canceled their ******************* were able to make it on an 8:20p flight from ****** to **********. Our original flight was 1:58p. 8 hours with no accommodations from United. I then went to baggage claim to let them know about our new flight. I watched a lady call about our bags. She repeated the new flight to ********* were correct. They still didn't get our bags on our flight. I still don't have my bags. I will never use United again & honestly I hope you don't either.
Business Response
Date: 07/03/2025
Dear Ms. ******,

Were glad to receive another feedback from you. In review of your case, our records show that we have previously address your concerns regarding flight experience with us on June 27th, 2025.
See Case ID:
***************

It's important to clarify that you have reached the corporate offices of United Airlines. We work directly with our senior leadership team as well as our executive officers and we are tasked with responding on their behalf. All customer correspondence is routed to our attention for review and response. I recognize that you want this matter escalated. However, your concerns are considered escalated by our office.

Though I am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. I want to apologize again for your flight disruption and unpleasant experience when you traveled with us on June 27th, 2025. From the events and behaviors you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. The local Air Traffic Control had delayed, cancelled, and diverted numerous flights in the area that day because of the weather conditions. Safety is Uniteds number one priority, so we do not operate against advice issued by ***; and we continue to work diligently within federal guidelines to operate as close as possible to our published schedule.

United does not provide reimbursement and/or compensation when flights have been affected by Extreme Weather conditions, Air Traffic Control, or Uncontrollable Events. Your flight disruption (UA3431 27JUN25 EWRCVG) was cancelled by the local Air Traffic Control because of weather conditions. However, we realized your experience was disappointing, as to why we provided you with miles as a gesture of goodwill. I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill miles (5000 and 2500) 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 June 27th, 2025 and will not respond to additional request for compensation. 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 *********************************************************************.

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 *************** / 34374651
BBB COMPLAINT # ********

Related Case ID - ***************

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

CareInfo <*****************************************************> wrote:
7/2/25 | 3:58 AM
Hi ****,
I'm sorry you're disappointed with the compensation offered in my previous email.
After reviewing your situation again, I will be depositing an additional ***** miles into your MileagePlus account. You will receive a separate email confirming this within the next few business days.
We thank you for your continued loyalty, as a valued MileagePlus member.
Regards,
Kughatovi
*************
Case ID: ***************

CareInfo <*****************************************************> wrote:
On Jun 30, 2025 at 9:08 AM,
Hi ****,
I'm sorry to hear you didn't enjoy your flight.
We want to be your airline of choice, and your honest and direct feedback truly matters. To help make things right, I've added an award of ***** miles to your MileagePlus account. You'll see the miles posted within a few business days.
It's important for us to recognize areas where we need to improve in order to maintain your loyalty. Based on what you've shared, we'll make every effort to leave you with a better impression next time.
As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
Regards,
Kughatovi
*************
Case ID: ***************
Customer Answer
Date: 07/07/2025

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
Date:07/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Flight delayed on 6.3.2025 due to mechanical issues. Had to book a flight on Alaskan Airlines. Stayed in the airport almost 12 hours. Bags went to ******* while we caught a direct flight to ***********. Once we got back the next day, no bags were there. Received bags delievered in *********** later that day. Just need a letter confirming baggae delay. Tried the chat twice . Got disconnected. Offered the service agent to take down my name and number in the event of disconnection. No response. Transcript is attached. Filed a complaint with the **** of Transportation as well.
Business Response
Date: 07/03/2025
Dear *** and Mrs. ***************** received your letter from the Better Business Bureau regarding your recent experience with us. I am very sorry to learn of your flight disruption and apologize for your unpleasant experience when you traveled with us on June 3rd, 2025. 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. We also understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured it is never our intent to inconvenience our passengers in any way, and I am very sorry your valid expectations of receiving optimal customer service were not met while traveling with us. I realize your flight experience was disappointing, and to help make amends, I will send each of you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing.Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.

In addition, I have also attached your Flight Verification Letter regarding for you to present to your Travel Insurance. Should your insurance company have any questions and/or need additional information, they may contact me directly.

For your baggage inquiries and concerns, passengers are advised to contact our Baggage Recovery Desk at **************.

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; and 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 leave you with a better impression of our service and to regain your confidence.

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 -*************** / 34376430
BBB COMPLAINT # ********
Customer Answer
Date: 07/07/2025

Complaint: 23543680

I am rejecting this response because:
I choose not to spend another hour asking for the same thing with the baggage department. I sent a transcript of how no one contacted me after I offered to give them my info 3 different times. Twice I was disconnected. I need letter stating that our baggage was delayed over 24 hours please. I'm happy to accept this response once I receive this letter stating that the delay was over 24 hours.
Sincerely,

******* ******
Business Response
Date: 07/08/2025
Dear *** and Mrs. ***************** 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 flight experience. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.

We will provide a Flight Verification Letter for your flight disruptions. However as previously advised, all baggage related issues (delayed, lost or damaged) are strictly handled by our baggage center. Passengers that have additional concerns and/or discrepancies regarding their bags are advised to contact our ************************* at **************.
.
We appreciate your support and understanding regarding this matter. 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 *************** / 34479390
BBB COMPLAINT # ********
Customer Answer
Date: 07/09/2025

Complaint: 23543680

I am rejecting this response because:
I've provided documentation of attempting calls and chats with the baggage claim. I got nowhere and when I tried to call, the person I spoke with, spoke over me and hung up.This is my means of communication. With a letter confirming the baggage delay over 24 hours, I will gladly accept this response. Otherwise, we can not come to an agreement.

Sincerely,

******* ******
Initial Complaint
Date:07/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
according to the ****************************, united will provide meals and hotel accommodations for cancelled, or delayed flights.United was suppose to send me (9) meal vouchers, lunch/dinner/breakfast from sunday into monday. This covers myself (******) and my son (******) as well as my step son ****** ******* *** (10/28/2008).Some of the vouchers i received had the same "card numbers" so this mustve been an oversight because they couldnt all be used.Furthermore, i was only able to use (3) of the (9) vouchers, the others being declined or not feasible to use.The airline advised me after the fact (7/1/25) that the vouchers are only valid at the airport. This however should be amended. If they are only valid at the air port, i would have to travel 9 miles (10:30am) to the hotel to check in, then back to the airport for lunch... Back to the hotel after lunch, then back to the airport for dinner..... back to the hotel to sleep... then back to the airport for dinner.. This obviously is an oversight and should be amended in policy.furthermore, when traveling with 3 people, more would find it prudent to eat at the same location, which intern would make (1) bill for the combined 3 meals. This would not work for our vouchers either.Desired resolution would be reimbursement for ($90) via check mailed to my home address for the not usable (6) vouchers. OR ($90) future airfare credit
Business Response
Date: 07/02/2025
Hi Justin,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23543022 against us regarding your request for reimbursement of unused meal vouchers or compensation. I appreciate the opportunity to respond to your concerns.

We understand how frustrating travel disruptions can be, particularly when traveling with family, and we truly regret the inconvenience caused by the delay and the challenges in using the provided meal vouchers.

The meal vouchers issued were intended as a goodwill gesture to assist during the delay, and we sincerely apologize if there was any confusion regarding their use or limitations. While we strive to make these accommodations as helpful as possible, the vouchers are only redeemable at participating airport vendors and are not eligible for reimbursement or exchange if unused or declined at the point of sale.

I researched the details of the flight, and because the flight had a minor delay, it is not eligible for compensation. However, we appreciate you as a MileagePlus member, so I'm going to send each of you an electronic travel certificate as goodwill. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.

We understand your concerns regarding the practicality of using them while commuting between the hotel and airport, and we've noted your feedback for review as we continue to evaluate how to best support our customers in similar situations. That said, we are not able to process reimbursement for vouchers that could not be redeemed.

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: 175148560158713
Customer Answer
Date: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23543022, and find that this resolution is satisfactory to me.

Sincerely,

Justin Pfeiffer
Initial Complaint
Date:06/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Claim #: EWR51077D United Case ID: *************** On 5/23/2025, I flew UA71 from ********* to ******. I arrived at airport 3 hours early, and despite minimal check-in traffic, a United agent insisted I check my brand-new carry-on, citing a full flight. I expressed concern about damage but was forced to comply. Upon boarding, I saw ample overhead space and many passengers with carry-ons. When I arrived in ******, It was really frustrating to find my suitcase was indeed ********** EWR, I received a yellow baggage report card and a case number. I submitted a damage claim to Rynns Luggage on 5/29, and shipped the suitcase on 6/2. After no updates, I followed up with Rynns on 6/16. On 6/17, I was sent a replacement link.On 6/20, I received an unexpected ***** notification. I contacted Rynns and was then told the replacement was canceled without notice and a repair was being sent instead. I was told the suitcase wasnt restored to original specs and I had to wait for package to arrive then return again. I explained this wouldnt work for my July 1 travel. The agent was dismissive and unhelpful.On 6/20, I contacted Uniteds ************************ Supervisor Lucky escalated the case and promised settlement payment within 2448 hours. On 6/24, still no update. I called United and another agent promised ***** hours for claim payment again. On 6/27, I contacted United again and was told the claim may now take 46 weeks-completely contradicting earlier promises. I also received another ***** label from Rynns with no explanation. Uniteds agent ***** contacted Rynns, who claimed they needed the repaired bag back for proper assessment, which Rynns previously said it was already done on 6/***** of 6/30, Ive made repeated calls, received conflicting info, and still have no resolution. My travel is tomorrow, July 1. I am requesting United to issue the $95 claim settlement, as repeatedly promised. Detailed timeline attached.
Business Response
Date: 07/02/2025
Dear Ms. *****,

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 May 23rd, 2025. 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. Our goal at United is to provide our guests and their belongings with safe and reliable service

In review of your case, our records show that you have been in previous correspondence with our ************************* regarding your damaged bag (Baggage Claim: EWR51077D). Please understand, all baggage related issues (delayed, lost or damaged) are strictly handled by our baggage center. Passengers that have additional concerns and/or discrepancies regarding their claim settlement are advised to contact our ************************* at **************.

While we would have preferred it to be under better circumstances, we appreciate you for sharing your feedback about recent experience with United. Your feedback has been shared to our senior management team as it will help us improve our services. We sincerely apologize for the inconvenience that was caused to you. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your loyalty and business.

Regards,

***** ********
Customer Care Management
**********************
Case ID -*************** / 34361247
BBB COMPLAINT # ********
Customer Answer
Date: 07/03/2025

Complaint: 23539756

I am rejecting this response because: United has provided neither a resolution nor the courtesy warranted given the significant time and effort I have invested with the ************************ ***** directed me to contact *********************** again - an avenue that has already proven ineffective and confusing in the past two weeks. I was informed that reimbursement would be based solely on Rynns assessment. However, I have serious concerns about the validity of that assessment, particularly given that the bag was shipped via ***** twice and sustained damage in the process. If Rynns assigns a value of only $10 to a badly torn and clearly devalued bag, how can that possibly reflect the original value of my loss?

This escalation now is not just about the damaged baggage. It is about Uniteds failure to provide clear information, consistent communication, and to honor commitments. Multiple United agents and supervisors assured me that the claim payment would be settled by June 24. That promise has not been fulfilled and therefore, I am seeking a claim settlement payment of $95, which reflects the value of my brand new bag before it was damaged by Unitednot based on Rynns unfair post-damage assessment.

Business Response
Date: 07/07/2025
Dear Ms. *****,

I am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. Though I am sorry to learn your continued disappointment regarding your damaged bag.Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.

As previously advised, all baggage related issues (delayed, lost or damaged) are strictly handled by our baggage center. Passengers that have additional concerns and/or discrepancies regarding their claim settlement are advised to contact our ************************* at **************. (Baggage Claim: EWR51077D).

Thank you for your patience and understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID -*************** / 34457308
BBB COMPLAINT # ********
Customer Answer
Date: 07/08/2025

Complaint: 23539756

I am rejecting this response because: Even though I understand that baggage issues are handled by the ********************* your repeated deferral to them raises a troubling question: does United not stand behind the service provided by the **************?

When the ************** fails to meet the standard of service that customers have come to expect from ******************************* inconsistent information and causing unnecessary frustrationwho is ultimately accountable? In a situation like this, where service has clearly broken down, how can customers continue to place their trust in ********************** and continue to fly with United? No customer wants to deal with the a service failure like this.

Sincerely,

**** *****
Initial Complaint
Date:06/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
hi, I made reservations to go with my family of 5 to **********************, going there was no issue , as iam a united explorer member credit card holder I know I can take two luggages below and two on top, so all I made going to Morelia was 40 dollars for my son luggage. While I was coming back on the 29th of June 2025, at the *************** I checked in my bags where the lady told me it was only be 300 pesos , so I said ok thats fine cause that sounds about right 40 American dollars for the extra luggage, when I look at my back card, I was being charge 315 dollars ! From united. Right away I called united airlines and that they told me there nothing they can do for me. Its completely unacceptable Im a credit card holder through united airline and I had absolute no trouble whatsoever. On top of that they said well were your bags overweight, they didnt tell me any of the sort. so Im looking at my electronic bill of the amount of ******. That is beyond insane! When I went first and only had to pay *****. Confirmation number is G9NH7G
Business Response
Date: 07/01/2025
Hi Ivana,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your baggage fees. I appreciate the opportunity to respond to your concerns.

I'm sorry for any misunderstanding when you were charged an extra baggage fee at the airport. I understand it can be difficult to know the exact weight of your bags before traveling.

As a valued United Explorer cardmember, we truly appreciate your loyalty, and I regret to hear about the unexpected charge of $315.00 for your checked baggage. In some cases, excess baggage charges can apply if bags exceed the weight or size limits, or if multiple bags are checked in beyond what is included with your cardmember benefits. However, I understand that you were not informed of any such issues at the time, which is not the experience we aim to provide. I sincerely apologize that our airport staff did not clearly communicate the details of the charge or offer assistance when you called to clarify the situation.

To make amends, I have authorized a refund of $315.20 for the overweight and first checked baggage fee for a flight from ******* to ************. It will be reflected on your account ending in 2697 within seven business days.

We appreciate your feedback, and we've shared your comments with the appropriate 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: ***************
Initial Complaint
Date:06/29/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rebooked my flight and was supposed receive a travel credit of $312.70. This travel credit was displayed before, during and after the rebooking process. I also received an email from United Airlines confirming the credit of $312.70 which was supposed to be valid until 12/08/2025. I took screen shots from the whole rebooking process which show my travel credit and also have the confirming email from Untied as evidence. Now, I was looking to make a new reservation and use my flight credit but didnt see it in my United account. I called and chatted with United and was told there were system glitches that might have caused the issue. Other people have reported the issue on travel related websites as well.I was told to fill out a form online which I did. Now I received an email explaining the issue away as follows:After carefully reviewing your reservation and associated records, we'd like to clarify that the actual value of your Future Flight Credit is $28.50 USD, not $312.70 as initially believed.United lost my money due to a system glitch and instead of rectifying the issue, United is now trying to explain the issue away because people looking at their computer screens dont understand it. But I have provided all my screen shots and expect United to make this credit available for me for use.Please can you help.
Business Response
Date: 07/01/2025
Dear
Mr. Wolff,

We
received your feedback from our Better Business      Bureau regarding your recent experience with us. I am sorry to learn of your unpleasant
experience and apologize for your ticketing discrepancy when you recently
exchanged your tickets. In review of
your ticket, I do that a flight credit in the amount of $312.70 was advised when
you exchanged your ticket. Therefore, I
will be sending you an Electronic Travel Certificate ($312.70) for you to utilize
towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for
processing. Your ETC will arrive in a
separate email containing details on how to redeem your certificate.

Should
you have any questions and/or need assistance with your Electronic Travel
Certificate, please contact our Reservations Department at 1-800-864-8331. A highly trained agent will be glad to assist
you with your travel needs.

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

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 175136343868064
BBB
COMPLAINT # 23535250

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

CONFIRMATION
NUMBER: CTSJ93

ORIGINAL
TICKET:
NAME
ON TICKET: GERHARD HERBERT WOLFF - CBU16786
TICKET
NUMBER: 01624464270774
TICKET
ISSUE DATE: 27DEC24
TICKET
AMOUNT: $4059.41USD
E-TICKET:
UA   961   02JAN25    FRA-EWR (STATUS: USED)
UA
1343   02JAN25    EWR-RSW
(STATUS: USED)
UA
1728   25MAY25   RSW-IAD   (STATUS: EXCHANGED ON 26APR25)
UA   989   25MAY25   IAD-FRA    (STATUS: EXCHANGED ON 26APR25)

NEW
TICKET:
TICKET
NUMBER: 01624810426981
TICKET
EXCHANGED ON: 26APR25
TICKET
AMOUNT: $4030.71USD
E-TICKET:
UA   961   02JAN25    FRA-EWR
UA USED
UA
1343   02JAN25    EWR-RSW
UA USED
UA
2477   07OCT25    RSW-EWR
UA     42   07OCT25    EWR-FRA
Customer Answer
Date: 07/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23535250, and find that this resolution is satisfactory to me.

Sincerely,

Gerhard Wolff
Initial Complaint
Date:06/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During a United flight on May 04th, 2025 (****** to ******* and then to ******, although houston to ****** was cancelled), I experienced a series of delays and cancellations. The flight cancellations and delays were due to: a fight between passengers involving the state police, extreme turbulence, delays due to IT issues (plane had to be manually weighed), fueling, catering issues, and the cancellation of the last leg of my flight (which we would have made if not for all of the previous delays) eventually due to weather among other problems.The issue is that I spoke with two United employees before booking any hotels or rental cars, including a supervisor at United named ***, who assured me that any costs for hotels/rental cars would be fully reimbursed. The expenses were substantial, amounting to 750 dollars. However, upon submission of my receipts, their customer care team (employee named ******) said that I would receive no compensation. They would not provide details as to why, or why their employees (again including a supervisor!), told me something different. They just stated that they would not he reimbursing me for anything, and eventually stopped answering any emails. Abysmal customer service, but worst of all, they misled me- I would have slept in the airport and not spent all that money had I known they had lied to me.
Business Response
Date: 07/01/2025
Hi ******,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and reimbursement request. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the series of events and the disruption to your journey from ****** to ******* and ultimately to *******

Im truly sorry to hear about the number of unexpected issues you encountered during your trip, including the passenger incident, operational delays, and the eventual cancellation of your final leg. I understand how exhausting and stressful this must have been, especially after such a long and difficult travel day.

Most importantly, I want to express my deep regret for the conflicting information you received from our employees, particularly after being told by a supervisor that your hotel and rental car expenses would be reimbursed. Its understandable that you feel misled and frustrated by the outcome. That should not have happened, and I apologize sincerely for the breakdown in communication and the lack of follow-through that followed your initial contact.

I researched the details of the flight, and because the flight UA1980 from ******* to ****** was canceled due to extreme weather, which is considered an event outside of Uniteds control, it is not eligible for compensation. We understand you incurred expenses for hotel and alternate travel, but we do not provide reimbursement in situations beyond our control. However, as a goodwill gesture, my colleague issued a $150 electronic travel certificate as compensation for a flight disruption and inconvenience. I have forwarded the travel certificate details to your email, and you will receive it within a few business days.

Additionally, our records indicate that your return flight from ****** to ******* on May 5, 2025, was delayed due to a fueling vendor, which caused a misconnection. To make amends, I will send you an electronic travel certificate. You can use this certificate to purchase your next United, United Express, and our partner airlines' flights. It will arrive via email in the next few business days. I hope the certificate provided helps to offset some of the inconvenience you experienced.

If you incurred any reasonable out-of-pocket expenses in ******* for hotel, meals, and ground transportation because of the delay, you may be eligible for reimbursement. When you have a moment, please provide the official receipt for your expenses, showing the method of payment used, the purchaser's name, the date of the transaction, the check-in and check-out date at the hotel, and the pick-up and drop-off location for the transportation. Upon receiving all the necessary information, we will let you know what will be reimbursed. Also, please provide your mailing address.

While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.

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: ***************

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