Complaints

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

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• 

  United Airlines, Inc.

  233 S Wacker Dr 14th Fl Chicago, IL 60606-7147

• 

  United Airlines @ Hartsfield

  6735 Polo Dr Cumming, GA 30040-5722

• 

  United Airlines

  900 Grand Plaza Dr Houston, TX 77067-4323

• 

  United Airlines, Inc.

  Online Reservation Online Reservation, NJ 07003

• 

  United Airlines, Inc.

  5300 Riverside Dr Cleveland, OH 44135-3130

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:07/06/2025

  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.

  On July 6th, 2025 I had a flight scheduled from ****** to *************, then ************* to ********. The flight had to be cancelled due to the airline refusing to provide compensation for any accomodations costs incurred by their own delay. 4 separate representatives told me they did not know how I could retrieve my bag after they cancelled my flight. Because of this, I do not know where my bag is and After cancelling the flight, they also would not refund me the full amount so that I could rebook on an airline that would get me to my destination in time. I am requesting compensation for the cost of replacing my baggage items and booking a new flight.

  Business Response

  Date: 07/08/2025

  Dear Mr.  Delo,
  
  We 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 were scheduled to travel with us on July 6, 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. 
  
  Respectfully I regret your reimbursement request has been declined.  Please understand, United does not reimburse tickets purchased on other airlines.  However, I realize your flight experience was disappointing, and to help make amends, I will send 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 regards to your unused ticket, your ticket was previously submitted to our ****************** for further review.  Our ****************** will be contacting you within 30 days to advise you of your refund status. 
  
  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 *************** / 34479025
  BBB COMPLAINT # ********
  
  

  Customer Answer

  Date: 07/10/2025

   
  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:07/05/2025

  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:07/02/2025

  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.

  Was misled about a flight, they only included two people and not the third ****** on it itinerary. Then they told me they had to charge me for the third ******, which is a huge increase in price. I wouldnt have booked if they were transparent initially, I spoke to supervisor and he couldnt even show me where they clearly laid out the passengers that I was booking for

  Business Response

  Date: 07/05/2025

  Dear Mr. ***************** received your letter from the Better Business Bureau regarding your recent experience with us.  In review of your case, I am sorry to learn of your disappointment regarding our ticket policies;and apologize for any possible misunderstanding you may have received regarding our Basic Economy tickets.  We understand that communication is essential, and sharing up-to-date information is very important when purchasing your tickets on United Airlines.
  
  When purchasing Basic Economy tickets, guidelines of this ticket are advised at the time of selecting your flights and again when purchasing your ticket(s).  The rules and restriction of the ticket are also advised on your receipt (via email) which includes important details about your trip.
  
  
  Also,with our 24hour ticketing policy, passengers are given the chance to review their itinerary/ticket and make any necessary changes to their reservations without penalty fees.  After 24 hours,any changes to the itinerary/ticket will be subject to applicable penalties and changes fees.  This is in compliance with the ***** regulations. Information regarding our 24-hour booking policy is shown below.
  
  In review of your upcoming trip, our records show that you booked your tickets on our website on May 28th, 2025.   Thus, any voluntary changes to your ticket after 24-hours will be subject to the rules and restrictions of the ticket; and we are unable to provide any waivers and/or exceptions.  United Airlines is unable to modify and/or exchange tickets via email,as our availability and fares are subject to change, and direct feedback from the passenger(s) is required.  Passengers needing assistance with their future travel plans are advised to contact our 24-hour *********************** at **************.  A highly trained agent will be glad to assist you with your travel needs.
  
  Thank you for your understanding.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID -*************** / 34407255
  BBB COMPLAINT # ********
  
  *******************
  
  CONFIRMATION NUMBER:  N5LN5T
  
  ORIGINAL TICKET
  NAME ON TICKET:  ***** ********
  TICKET NUMBER:  ************** / 01623106797336
  TICKET ISSUE DATE:  28MAY25
  TICKET AMOUNT:  $209.59
  TICKET TYPE:  NON-REFUNDABLE / RESTRICTED
  TICKET BOOKED THROUGH:  UA WEBSITE
  
  NAME ON TICKET:  ****** ********
  TICKET NUMBER:  ************** / 01623106797340
  TICKET ISSUE DATE:  28MAY25
  TICKET AMOUNT:  $209.59
  TICKET TYPE:  NON-REFUNDABLE / RESTRICTED
  TICKET BOOKED THROUGH:  UA WEBSITE
  
  ETICKET: 
  UA1696   30JUN25   EWR-MCO   (STATUS:  USED)
  UA2120   04JUL25   MCO-EWR   (STATUS:  EXCHANGED)
  
  ************************
  
  NEW TICKET: 
  NAME ON TICKET:  ***** ********
  TICKET NUMBER:  01623106797336
  TICKET EXCHANGED ON:  2JUL25
  NEW TICKET AMOUNT:  $381.22
  TICKET TYPE:  NON-REFUNDABLE / RESTRICTED
  
  NAME ON TICKET:  ****** ********
  TICKET NUMBER:  01623106797340
  TICKET EXCHANGED ON:  2JUL25
  NEW TICKET AMOUNT:  $381.22
  TICKET TYPE:  NON-REFUNDABLE / RESTRICTED
  
  ETICKET: 
  UA1696   30JUN25    EWR-MCO   (STATUS:  USED)
  UA2120   30AUG25   MCO-EWR   (STATUS:  ACTIVE)

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23549899
  
  I am rejecting this response because:
  
  This trip was planned through chat and I was definitely misled. The message conversation clearly states I wanted to add *****, it has nothing to do with basic or economy. Please read the chat logs on both messages and the application. I wasted two days and it was done incorrectly
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/08/2025

  Dear Mr. ***************** glad to receive your reply and appreciate having another opportunity to address your concerns and requests.  Im sorry to learn your continue disappointment regarding your familys upcoming trip with us, and I apologize for any possible misunderstanding you may have regarding our ticket/reservations policies.
  
  From your recent feedback, I understand you are requesting to add a third passenger (*****) to an existing confirmation number (N5LN5T).  Please understand, once a confirmation number has been previously processed, our system is unable to add an additional passenger to an existing confirmation number/reservations.  A NEW reservation must be created for that additional passenger.
  
  If the additional passenger in question does have an existing ticket/confirmation number, the changes must be made to that existing confirmation number to avoid further ticketing discrepancies.  Keep in mind service charge and additional fees may apply when making changes to an existing ticket.
  
  Again,we are unable to modify and/or exchange tickets via email.  All changes to future travel tickets must be made through our *********************** ***************).   As a reminder, our tickets are non-transferable.  If an existing passenger is unable to travel on their scheduled flight,they will need to contact our *********************** to determine their ticket validity and options.
  
  
  Sincere regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 34481488
  BBB COMPLAINT # ********
  
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23549899
  
  I am rejecting this response because:
  
   We upgraded the flights, and then changed the minors flight back through messaging but it was supposed to be with an adult also. If you read the message log, the price was supposed to include ***** ********.  See the initial attachment . Please read the chat log from July 2nd.  I clearly asked to include ***** ******** and was under the impression it was included 

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

• Initial Complaint

  Date:07/02/2025

  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.

  I had a flight from **** to ********* with a layover in ****** on Sunday June 29 (confirmation BF7F1C). The Reno to ****** flight was delayed due to weather related issues, causing me to miss my connecting flight from ****** to *********. United Airlines customer support said there are no more flights from ****** to ********* on June 29, and I would not be able to go home until the following day (June 30). However, I HAD to get back on June 29. Additionally, United was not willing to comp any hotels. Therefore, I booked a flight from ****** to ********* with Frontier Airlines and purchased it on my own for ******. I am requesting reimbursement for the Frontier Airlines ticket that I had to purchase on my own to make it to my final destination on time. Also would like to request a refund for the unused portion of the United ticket that I missed from ****** to *********.

  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 refund and reimbursement. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out regarding your recent travel experience with United Airlines. We truly regret the disruption you encountered during your trip from **** to ********* on June 29, and we appreciate the opportunity to address your concerns.
  
  After reviewing your itinerary (Confirmation BF7F1C), we can confirm that your Reno to ****** flight was delayed due to Air Traffic Control constraints related to weather in the region. These events are considered outside of United's control and are classified as irregular operations caused by factors such as weather or ATC directives, which impact the safe operation of flights across all airlines.
  
  Because the delay was caused by Air Traffic Control an external event beyond our airline's control we were unfortunately unable to offer complimentary hotel accommodations for the overnight stay in ******. Any expenses incurred cannot be reimbursed.
  
  We understand the importance of timely travel, and we're sorry the disruption impacted your plans.
  
  However, I am glad to know that you were given a goodwill miles as a form of compensation on this case ID: ***************.
  
  On the other hand, I've created a fund request for your unused ticket. The file has been sent to our ****************** for their review, and they will contact you directly in due course. Our processing time usually takes 7-14 business days, and your request number is ********.
  
  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 Answer

  Date: 07/07/2025

   
  Complaint: 23548784
  
  I am rejecting this response because:
  I do not want more miles. I was told that this was a weather-related concern in ****** and that they were not allowing flights to land. Now all of a sudden its air traffic control? I want credit of at least $289 to cover the extra costs that I incurred. My husband was on the same flight and he received more than what I gotridiculous. Make it right. 
  Sincerely,
  
  Neda Vararasteh

  Business Response

  Date: 07/08/2025

  Hi ****,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for a travel certificate as compensation. I appreciate the opportunity to respond to your concerns.
  
  Thank you for your follow-up, and I sincerely apologize for the confusion and frustration caused by the inconsistent information regarding your flight disruption.
  
  After a full review of your flight details, we can confirm that the delay was due to an air traffic control program impacting arrivals in ******. We understand this may have initially been communicated to you as a weather-related issue, and we truly regret the miscommunication. We know how frustrating it can be when answers change, especially in already stressful travel situations.
  
  Regarding the goodwill miles that were previously issued, weve noted your preference and will void those miles. Instead, well issue an electronic travel certificate as a one-time exception. While it may not equal the full $289 you requested, this certificate is meant to recognize the inconvenience you experienced and to provide flexibility for a future trip. Youll receive the certificate in a separate email shortly.
  
  We also understand your concerns about the difference in compensation received by your husband.
  
  Please know that while we aim to be as consistent as possible, the specifics of each caseincluding when and how the request was submittedcan affect the resolution offered. That said, your feedback is important and will be shared with our teams to help improve consistency in the future.
  
  Thank you again for giving us the opportunity to address this. We value your business and hope to provide a much smoother experience on your next flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23548784
  
  I am rejecting this response because:
  I would like extra compensation for the flight delay, stress, and inconvenience. Not to mention many of the United employees treated us so poorly during the entire situation which caused us to buy a ticket with another airline. And also a refund for the unused ticket. The total credit should be AT LEAST $289. But honestly even more for all the headache caused. 
  Sincerely,
  
  Neda Vararasteh

• Initial Complaint

  Date:07/02/2025

  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.

  The date of transaction was June 25, 2025 in the amount of $636.96. I did not receive any assistance from United at all to change my flight after being on the plane for over an hour without any indication of technical issues and then after sitting on the plane we were deplaned without any type of assistance from United at all. I was forced to handle the situation on my own since I needed to return to my home. I had a round trip ticket all ready purchased and was forced to find an alternative route home.

  Business Response

  Date: 07/07/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and refund request. I appreciate the opportunity to respond to your concerns.
  
  I sincerely apologize for the disruption and inconvenience you experienced on June 25, 2025. We understand how frustrating it must have been to board your flight, experience a delay without clear communication, and then be asked to deplane without any assistance. This is certainly not the level of service we aim to provide, and Im truly sorry you had to manage your travel arrangements on your own.
  
  Regarding your request for reimbursement for the new ticket you purchased, I regret to inform you that we are unable to provide a refund or reimbursement in this case, as the travel associated with ticket CQZBGM was already completed and, therefore, has no remaining value.
  
  However, I would like to confirm that your unused flight segment for the original ticket (F32WVK) was already refunded on June 29, 2025. The refund of the applicable taxes will be reflected in your account ending in 4636 within seven business days from the date of processing. Additionally, the miles associated with the ticket will be re-deposited into your MileagePlus account within 48 to 72 hours.
  
  Additionally, our records indicate each of you received $125 electronic travel certificate and ***** miles into each MileagePlus account as compensation for a flight disruption.
  
  While I cannot fulfill what you originally requested, I've reviewed your situation again and want to make things better. As a goodwill gesture, I will send each of you an additional electronic travel certificate to use toward the purchase of a future trip, and it will arrive via email within the next few business days.
  
  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.
  
  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

   
  Complaint: 23547557
  
  I am rejecting this response because:CQZBGM was completed since I had to get home!  As indicated the UNITED APP would not allow me to change my original flight and forced me to start a new reservation!  There were 3 United employees behind the desk and they announced they were only helping people with connecting flights.  I do not know why the app would not allow me to change the flight.  I have had other issues with United services that no one can explain in the past.  I would never never book a flight that cost so much money if I was not forced to do so.  Also I have miles and money credits on my husbands account and the app was constantly freezing up not allowing me to use.  The travel credits serve no purpose to me especially under my wife's account since we pay a yearly free for economy plus subscription with companion under my account.  It is totally unfair that I had to pay so much money to get home when the flight I originally booked a flight with United.  Communication was no where to be found from United regarding my flight.  All I am asking for is to put back my flight the way it was originally booked
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/08/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your flight experience and refund request. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the inconvenience and frustration you encountered while trying to rebook your flight. We understand how stressful travel disruptions can be, especially when technology does not work as expected. We're sorry to hear that the United app did not allow you to modify your original reservation and that our airport staff were only assisting passengers with connecting flights at the time. Additionally, we recognize how disappointing it must have been to face difficulties using your miles and travel credits.
  
  When passengers encounter technical issues with the United app or website that prevent changes to their reservation, we recommend contacting our Reservations Desk directly for support, especially if airport agents are unavailable or limited in the assistance they can provide. Our Reservations team is available 24/7 and is trained to help resolve booking issues in real-time.
  
  While we truly regret the inconvenience you experienced and understand your request to revert your booking to the original itinerary, we must inform you that since the new ticket you purchased has already been used for travel, we are unable to offer a refund or restore the original reservation.
  
  Additionally, you can always use the electronic travel certificate as a discount on a new ticket for yourself, a family member or a friend. Since these are non-transferable, you'll need to give them the promotion code and PIN that's on the face of the coupon. If you need more information, you can find additional details included with the certificate.
  
  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.
  
  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: 07/09/2025

   
  Complaint: 23547557
  
  I am rejecting this response because: I had no time to contact anyone next plane was leaving shortly.  Do you realize how long it takes to get through and by the time I would have gotten through the seats would have been gone and as stated needed to get back to **. It is not that easy.  Why am I being penalized because the app did not work properly? I tried to change my flight but it would not allow me to do so!   Refund me by check then.  Why would I want to spend over $600 one way when my whole round trip ticket didn't cost that. As I explained before the travel certificates do not good for me since we book under my husbands and pay a subscription cost.  Why is this so hard to understand.  Remove my travel vouchers and add the monetary value to his account.  I really would like a cash refund for at least half of my travels.  We are a loyal customer to ********************** and travel with them at least 6 times a year.  Even when people where not flying out of ****** we did to show our loyalty.  I have three other flights already booked with United for this year.  This event was totally not my fault and I still traveled with United not another airline. 
  
  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: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.

  Our flight cancelled for mechanical issues. I understand the airline have to compensate passengers when airline. It cost us to pay **** to get to the airport and back home because my flight is canceled due. I tried to contact customer service request for compensation from United but they said I have to do it online with customer care. But when I do it online it did not let me file. I would like to request compensation for inconvenience. Thank you

  Business Response

  Date: 07/03/2025

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and compensation request. I appreciate the opportunity to respond to your concerns.
  
  I sincerely apologize for the inconvenience you experienced due to the cancellation of your flight. We understand how frustrating and disruptive this must have been, especially after the time and effort you took to get to the airport.
  
  We also regret the difficulties you encountered while trying to submit your compensation request online. That should not have been an added burden during an already stressful situation.
  
  Our records indicate that you and ********* have already received a $100 electronic travel certificate from our ************* team as compensation for a flight disruption.
  
  Additionally, please be advised that *********** ticket was already refunded on July 3, 2025. It will be reflected on the account ending in 1001 within seven business days.
  
  However, your ticket is still processing for a refund. Please keep an eye out for an email from our refunds team. You'll receive a response from them once the refund has been processed, and it can take up to 14 business days to be completed. If you'd like to check the status during this time, you can visit: *************************************************************************************.
   
  Refund Request ID: ********
  
  I've reviewed your situation again and want to make things right. I will send each of you an additional electronic travel certificate to use toward the purchase of a future trip, and it will arrive via email within the next few business days.
  
  Furthermore, kindly note that in accordance with our reimbursement policy, once a ticket is fully refunded, we are unable to reimburse any additional expenses incurred.
  
  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
  *************
  Case ID: ***************

• 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,
  
  ******* ******