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

4,256 total complaints in the last 3 years.
1,373 complaints closed in the last 12 months.

If you've experienced an issue

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:06/12/2025
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.
Last year we were to attend the ********************************** conference and a family member died right before we were supposed to head out to drive an hour to the airport. The conference then was in July. ******************************************************************* We were only given 11 months to reuse the vouchers. We are now **** and ******** *****) presenting at this year's conference and it is in August. I have attached the previous vouchers and I would like these to please be credited to my card as an equal exchange for the conference we could not attend because of a death. Please have passion and grace...and assist us. *******************************************************************************************************************
Business Response
Date: 06/17/2025
Dear Ms. Lapoe,
The Better Business Bureau has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your electronic travel certificates.
You can apply the certificates to any travel after the expiration date. The booking can be for July, August until December.
As long as you book the reservation before the expiration date.
We appreciate your business.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/18/2025

Complaint: 23461698

I am rejecting this response because: can you please go ahead and apply those vouchers so we can get our money back? I don't know how to go about using these and doing that. I am sorry. I need help.

Sincerely,

Victoria Lapoe
Business Response
Date: 06/18/2025
Dear
Mr. and Mrs. LaPoe,

I’m
glad to receive your reply and appreciate having another opportunity to address
your concerns and request. I’m very sorry
to learn of the loss of your family member and regret you were unable to travel
with us on July 24th and 28th, 2024.

I
have reviewed your case again, and respectfully I regret we are unable to refund
your unused tickets (Confirmation Numbers: FF3HWM & H8GYRQ) back to the original
form of payment. The tickets you purchased
were non-refundable / restricted tickets. However, I have made an exception to refund your unused tickets in form
of an Electronic Travel Certificate. The
refund process may take up to 14 business days. Once complete, our Refund Department will be sending you the details of
your Electronic Travel Certificate refund. Our Electronic Travel Certificate(s) are valid one-year from the date of
issue, and can be applied towards a NEW ticket purchase on United / United
Express flights. They will be valid one-year from the date of issue and may be transferred
to another passenger at the time of ticketing. Please understand, our Electronic Travel Certificates cannot be applied
towards a ticket that has been previously paid for.

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 – 175025511762985 / 34041684
BBB
COMPLAINT # 23461698

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

ORIGINAL
TICKET INFORMATION:

CONFIRMATION
NUMBER: FF3HWM
NAME
ON TICKET: LAPOE / VICTORIA L
TICKET
NUMBER: 01670489189961
TICKET
ISSUE DATE: 04JUN24
TICKET
AMOUNT: $635.40USD
TICKET
TYPE: NON-REFUNDABLE / RESTRICTED

CONFIRMATION
NUMBER: H8GYRQ
NAME
ON TICKET: LAPOE II /BENJAMIN REX II
TICKET
NUMBER: 01670489189950
TICKET
ISSUE DATE: 04JUN24
TICKET
AMOUNT: $635.40USD
TICKET
TYPE: NON-REFUNDABLE / RESTRICTED

ETICKET:
UA1803
24JUL24 PIT-ORD (STATUS: REFUND REQUESTED)
UA5557
24JUL24 ORD-OKC (STATUS: REFUND
REQUESTED)
UA5867
28JUL24 OKC-ORD (STATUS: REFUND
REQUESTED)
UA1254
28JUL24 ORD-PIT (STATUS: REFUND
REQUESTED)

NOTE: REFUND REQUESTED IN FORM OF ELECTRONIC TRAVEL
CERTIFICATE
Customer Answer
Date: 06/20/2025

Complaint: 23461698

I am rejecting this response because: We have already made a purchase. Can you please apply it to this? We would be so appreciative and I apologize to ask for your help, but it is a very difficult time.
Booking Confirmation Visit My Account
CheapOair Booking: 90648741 | [email protected]  | Booked On: Thu, Jun 12, 2025
Please check your terminal and gate information with the airline directly at least 24 hours before departure.

Flight Details Status: Check Now

Departing Flight Make Changes
United Airlines
Flight 1666
Aircraft: 738
BOEING 737-800 116-134 STD SEATS

Nonstop | Coach - Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Tue, Aug 12, 2025
Cincinnati, Ohio
CVG - 8:00 am

Denver, Colorado
DEN - 8:59 am
Tue, Aug 12, 2025 Travel Time:
6h 38m

Airline Confirmation
CBC36Q

Seats Selected:
11E -  Pending
12E -  Pending
11F -  Pending
12F -  Pending
Click here to chat
for help & support
Layover Time (DEN) 2h 16m

United Airlines
Flight 1401
Aircraft: 319
Airbus Jet 124 STD SEATS

Nonstop | Coach - Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Tue, Aug 12, 2025
Denver, Colorado
DEN - 11:15 am

Albuquerque, New Mexico
ABQ - 12:38 pm
Tue, Aug 12, 2025

Airline Confirmation
CBC36Q

Seats Selected:
11E -  Pending
15E -  Pending
11F -  Pending
15F -  Pending
Click here to chat
for help & support

Returning Flight Make Changes
United Airlines
Flight 601
Aircraft: 319
Airbus Jet 124 STD SEATS

Nonstop | Coach - Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Thu, Aug 14, 2025
Albuquerque, New Mexico
ABQ - 8:30 am

Chicago OHare, Illinois
ORD - 12:30 pm
Thu, Aug 14, 2025 Travel Time:
6h 22m

Airline Confirmation
CBC36Q

Seats Selected:
24B -  Pending
25B -  Pending
24A -  Pending
25A -  Pending
Click here to chat
for help & support
Layover Time (ORD) 1h 56m

United Airlines
Flight 1941
Aircraft: 319
Airbus Jet 124 STD SEATS

Nonstop | Coach - Economy
Baggage Fees | Visa & Passport Info
Terminal & Gate Information
Thu, Aug 14, 2025
Chicago OHare, Illinois
ORD - 2:26 pm

Cincinnati, Ohio
CVG - 4:52 pm
Thu, Aug 14, 2025

Airline Confirmation
CBC36Q

Seats Selected:
34B -  Pending
35B -  Pending
34A -  Pending
35A -  Pending
Click here to chat
for help & support

Check airline FareRules Most airlines charge baggage fees, check the Baggage Fees for complete details.

Traveler Information
Travelers 18+ need a REAL ID driver’s license or other accepted form of ID (e.g. passport) to fly within the U.S.

E-Ticket Number First Name Middle Name Last Name Requests Gender
1 01624951759361 Benjamin R Lapoe Male

2 01624951759372 Victoria Lapoe Female

3 01624951759383 Dominic Lapoe Male

4 01624951759416 William Lapoe Male

Disclaimer: Not all flights offer free meals. Any specific request you may have will be sent to the airline(s). Please contact your airline(s) directly, prior to your departure date, to confirm what meal options may be available and if your other requests can be fulfilled.

Billing Details (USD)

Flight Price Details
2 Adult Tickets (  $389.01 each) $778.02
1 Child Ticket (12-15y) $389.01
1 Child Ticket (2-11y) $389.01
Travel Protection (+ Add Now)
ESA Fee $59.80
Paid Seats $637.17
Subtotal $2253.01
Flight Total $2253.01

Total Charge: $2253.01

Please Note :
All fares are quoted in USD
Your credit card may be billed in multiple charges totaling the above amount.
Some airlines may charge Baggage Fees.

Sincerely,

Victoria Lapoe
Business Response
Date: 06/24/2025
Dear
Mrs. LaPoe and family,

I’m
glad to hear from you again, and I’m also glad to know that your unused tickets
were refunded in form of an Electronic Travel Certificate(s). However, we are unable to process your
request. As previously advised, our
Electronic Travel Certificates cannot be applied towards a ticket that has been
previously paid for.

Your
Electronic Travel Certificate refund is valid on/before June 20th,
2026. 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.

Thank
you for your understanding.

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID -175077712003920 / 34163637
BBB
COMPLAINT # 23461698
Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23461698, and find that this resolution is satisfactory to me.

Sincerely,

Victoria Lapoe
Initial Complaint
Date:06/12/2025
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.
In writing, I authorized United Airlines to charge my credit card $259.71 on June 3, 2025. Initially, the pending charge reflected the correct amount. However, when it cleared, the charge was $303.70. I have spent hours trying to resolve this with their customer service team and they are refusing to assist. I have filed a dispute with my credit card as a temporary solution but it is not a guaranteed resolution nor does it address the unauthorized charging of my account. Today, ********************** responded that they refunded someone other than me funds for a different charge I didn't pay for and told me that was the final resolution. I want not only my funds I did not authorize returned, but financial compensation for the 6.5 hours I have already dedicated to resolving this.
Business Response
Date: 06/14/2025
Hi ******,

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

I sincerely apologize for the frustration and inconvenience you've encountered throughout this process, and I regret the time and effort you've had to invest in seeking clarity and resolution.

After a thorough review of your case, Id like to provide some clarification regarding the charge of $303.70 to your credit card on June 3, 2025. This amount reflects the fare difference collected when a voluntary change was made to ******* ticket under confirmation number D4KH5M. When customers choose to modify their travel plans, a fare difference is assessed if the new itinerary is priced higher than the original ticket. In this case, that difference totaled $303.70.

The initial amount you were quoted, $259.7, may have changed either due to fluctuations in fare pricing (which can occur in real-time) or due to a miscalculation of taxes and fees for a partially used international ticket. I truly regret any confusion this caused.

Its also important to note that fare differences associated with voluntary changes are nonrefundable, especially once the ticket has been fully used. Therefore, we are unable to process a refund for this charge.

Also, our records confirm that the applicable baggage fee was already refunded to the original form of payment. As a gesture of goodwill for the inconvenience you've experienced, a $100 electronic travel certificate was issued to ******.

To make amends, I will send you an electronic travel certificate in the amount as a goodwill gesture. 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.

We understand that this resolution may not fully meet your expectations, especially given the time you've spent attempting to resolve this issue. While were unable to offer financial compensation for time spent, please know that your feedback has been shared with the appropriate teams to help us improve our service and ensure a more seamless experience for our customers in the future.

As a valued Premier Silver customer, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

Regards,

Guia
Customer Care
Case ID: ***************
Initial Complaint
Date:06/12/2025
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 April 25, 2025 I purchased a Business/First class seat for a flight from ***********, ****** (PTY) to *********, ** (LAS) via *******, ** (HOU) for flight date May 7, 2025. The flight from PTY-HOU was UA1033, and the flight from HOU-LAS was UA2066.Due to United Airlines own admission, the UA1033 inbound to PTY had to be turned around due to an engine malfunction, causing the PTY-HOU flight to be delayed by several hours. As a result, I was not able to make my connection onto UA2066 fro ********** a result, I had to spend the night in HOU and in order to get home to LAS the next day, I had to accept a Coach class seat even though I had paid for a First Class seat. I waited for United to credit my account for this forced downgrade, but they never made good. I then filed a refund/adjustment request with ************************** and they DENIED me any compensation for the forced downgrade from my First Class seat to a Coach seat! No explanation was given. I expect that is because there could be no reasonable explanation for taking my payment for a higher class seat, providing me a lower class of service, yet keeping the increased payment for the higher class seat!I simply want United to provide me a just result and compensate me in some way because they did not provide me what I paid for, and it was their fault in the first place! I'm not asking for anything due to getting home a day late... I just want United to make good for providing less value for the actual flights than they took from me.
Business Response
Date: 06/17/2025
Dear Ms. ******************* Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your travel on May 7, 2025.
I am sorry to read that you missed your connecting flight.
I sent your request to our MileagePlus service center to adjust the mileage difference.
We appreciate your business.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 06/21/2025

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.
Thank you for your assistance in this matter!

Sincerely,

**** ********
Initial Complaint
Date:06/11/2025
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 recently booked a flight on UA between LAX and EWR. I wanted to use a credit of $211.03 (GCTKVN) and a partially used ticket with a value of $341.20. (O92Y1E). This gave me a total to use of $552.23. The fare for LAX-EWR was $443.48 which means I should have been issued a credit voucher of $109 after making the booking, but instead I was issued one for only $87.I communicated with ***** in ************* (Case ID: ****************. I asked multiple times for a receipt for the LAX-EWR reservation and wad not provided one; nor was my credit corrected. She offered an explanation that is insufficient without a receipt. At one point she claimed she couldn't find any receipt and indeed I never got one myself. Now, she refuses to respond to any of my requests or to correct the problem, which was to issue a credit or refund for just a mere $22 that she could not account for but I could. What I would like to see happen, given the circumstances at this point, is cancel the Confirmation number: O92Y1E for LAX-EWR, and have one new travel credit issued in the full amount of $552. This would just clear up the whole mess and resolve it once and for all. Moving forward I will use it all for one purchase.
Business Response
Date: 06/13/2025
Dear Mr. ******************** glad to receive another feedback from you regarding your upcoming trip with us. Though, I am sorry to learn of your continued disappointment and want to apologize again for the discrepancy regarding your Electronic Travel Certificate. Please understand we are unable to exchange and/or modify future tickets via email (Confirmation number: O92Y1E). Passengers needing assistance with their future travel plans are advised to contact our *********************** at **************. However, I do understand the discrepancy regarding your certificate, and as a gesture of goodwill, I will send you a NEW Electronic Travel Certificate ($150.00) for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. A separate email will be sent to you containing details on how to redeem your certificate.

Please note: Electronic Travel Certificate(s)cannot be applied towards an existing ticket. The Terms and Conditions on the certificate will provide details on how to utilize your certificate. Should you have any questions and/or need assistance with your Electronic Travel Certificate,passengers are advised to contact our *********************** at **************. A highly trained agent will be glad to assist you with your travel needs.

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 *************** / 33935091
BBB COMPLAINT # ********
Customer Answer
Date: 06/16/2025

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. It is a shame ***** from ************* chose to have this issue escalate over a matter of $20+.

Sincerely,

**** ********
Initial Complaint
Date:06/11/2025
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.
The problems started when the flight to ****** was cancelled. We ended up sleeping in the *********** until 7:25 flight, also delayed. Was charged for room in ****** when still in SFO. Next issued was flight from ****** was delayed 2 hours before they could get another plane, which cause us to miss the connection again sleeping in ***********. Was trying to get help with the United chat but guess it closes after midnight or so luckily there was a agent who help us get in the 5:05 flight to ****** , which also running late because of fuel. Was fortunate enough to make the connection. The next issued were the bags. They were at *** but was being put on the flight to *******. They were able to retrieve them while we were waiting at baggage. The whole experience with United was very stressful and frustrating. Many delays and rebooking we didn't feel comfortable with any of the flights. On a positive note most of the Agents were as helpful as they could be. I would like a refund . This is the message I sent United Airlines. Long story short. We are senior citizens on a trip to ******. Between one canceled flight and several delays we arrived a day later than expected and missed one day at the prepaid hotel. Also we slept in the *********** on two on the way to ****** and on the way back home. Vouchers were offered by not feasible with the time restraints going and returning to the airport, food vouchers were the same. I think two of the six flights were on time the others were delayed and one canceled. We would like to be compensated for one night at the hotel in ****** and airline tickets and baggage costs.United did offer $175 credit to travel with them in the future. We would prefer check or gift card.The refund we are seeking is for the airline tickets and baggage plus one night at the hotel. Total$2381.00 Thank you for your help with this matter.
Business Response
Date: 06/13/2025
Dear Mr. McCullough,
The Better Business Bureau has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your recent travel,
I am sorry to read about your overall travel experience.
Regrettably, United Airlines does not offer cash compensation.
We appreciate your understanding.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/16/2025

Complaint: 23456980

I am rejecting this response because:

Sincerely,

Matthew Mccullough
Business Response
Date: 06/17/2025
Dear Mr. McCullough,
If you did not use the ticket, I can refund the unused flight segment.
Please let me know which flight segment you did not use and I can request a refund.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/18/2025

Complaint: 23456980

I am rejecting this response because:
we like to be compensated for the room cost at the hotel in Hawaii, approximately $280.00 which as due to the flight from Houston to Hawaii was cancelled on Saturday 5/31/25. Also we would like compensation for sleeping in the SFO airport on 6/7/25 due to missing the connection at SFO.
The whole experience with this airline is unacceptable! Out the six flights we had four of them had issues. You want to blame weather. Just take accountability for the terrible service and we can move on.
Check the record for the confirmation number PL7Y64 and you can see all the issues.

Sincerely,

Matthew Mccullough
Business Response
Date: 06/24/2025
Dear Mr. McCullough,
I regret I must respectfully decline for reimbursement of your prepaid hotel expense as United Airlines does not reimburse for pre-paid expenses.
Compensation has been issued for the travel experience.
We appreciate your understanding.
Regards,
Christina F.
Customer Care Management
Initial Complaint
Date:06/10/2025
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 was traveling from HNL To *** i had my daughter with me. I had 2 layovers one in SFO and *** . When I arrived in *** I boarded the plane and after getting on the plane we were informed there was an issue with the plane and the pilot wasn't coming and we needed to deplane afterwards we were informed that it would be several hours I was given a card with a QR code to access for assistance in speaking someone i was told I could change my flight then I was told that the new crew was coming i was allowed back on the flight with everyone else but before I got on the flight I checked to confirm I would make the connecting flight I was reassured I would. Needless to say I missed the connecting flight in *** with a yelling baby no kind of compassion from staff it was horrible. I literally broke down and couldn't stop crying with my daughter. We had to sit in the airport for over 6hrs. I called customer service and no one cared it took almost 24hrs to get home from ****** and to top it off my luggage wasn't at the airport in *** when I arrived. My ticket number is ************* ********
Business Response
Date: 06/12/2025
Dear Ms. ***************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your travel on June 10, 2025.
I am sorry to read that your flight from ************* was delayed which caused you to miss your connecting flight from ********
As a customer service gesture, I will be sending you an electronic travel certificate which will be sent under a separate email.
We appreciate your business.
Regards,
********* *.
Customer Care Management
Initial Complaint
Date:06/10/2025
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 HAD A TRIP SCHEDULED FROM *********** TO *********** CA AND WITHOUT ANY NOTICE CANCELED THE TRIP UNTIL WE WERE IN THE WAITING LOUNGE AND OUR BAGS WERE ALREADY CHECKED IN. THE FOOD I BROUGHT WAS RUINED AND THEN THEY LEFT ** AT THE AIRPORT FOR 11 HOURS WAITING FOR THE NEXT FLIGHT AND THE ONLY OPTIONS THEY GAVE US WERE TO STAY AT THE AIRPORT BECAUSE THERE WERE NO HOTELS AVAILABLE AND THAT WE WANTED TO GO HOME BUT THEY DIDNT TAKE INTO ACCOUNT THAT WE DONT LIVE NEARBY. APART FROM THAT IT WAS RAINING, WE DIDNT HAVE ANYTHING COMFORTABLE AND THEN I WAS TRAVELING WITH 2 ELDERLY PEOPLE AND IT WAS SUPER DIFFICULT AND THEY ONLY GAVE ME SOME TICKETS FOR THE FOOD AND NOT EVEN They explained to us how to use them. We were cold because they didn't even want to give us a phrase. Some passengers had their tickets changed to first class. They gave them money back. They didn't even answer my complaint. I have four complaints and it only says that they are in the review process. I think they should be the same for everyone. Not only because a customer gets angrier or yells more, they give them more things.
Business Response
Date: 06/13/2025
Dear Ms. ******************* Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your recent travel from ************
I am sorry to to read about your overall travel experience.
I see that you have reached out to us and we provided you with compensation details.
Please go to the website provided to you to claim for your compensation.
We appreciate your business.
Regards,
********* *.
Customer Care Management
Initial Complaint
Date:06/10/2025
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.
I bought two tickets from United from ***** to ******. The cost of two tickets was $6300. I had $6200 available in my United dollars account. I used ************************ dollars and $100 cash from my credit card to buy the ticket. I received my credit card statement and found that united charged whole $6300 on my credit card and did not use my united dollars at all. I called their customer service twice and even spoke to to their superviser both times to resolve it. I offered to them to extend time for my United dollars or combine me and my wifes united dollars but they refuse. I see this as a tactic to force me to use additional $6000 on their flight ticket.
Business Response
Date: 06/11/2025
Dear *** and Mrs. ****************** received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn of your unpleasant experience, and I apologize you were unable to utilize your Electronic Travel Certificate toward your NEW ticket. When a certificate (Electronic Travel Certificate or Future Flight Credit) has been redeemed correctly towards a ticket, the e*ticket receipt will reflect the certificate that was used. Electronic Travel Certificates or Future Flight Credits must be redeemed through our website, app, or by calling our ***********************.

Per the Terms and Conditions of our Electronic Travel Certificates / Future Flight Credits, it is redeemable toward transportation on any flight operated by United Airlines, Inc. or United Express. Otherwise, it is not valid on flights operated by other airlines,including United marketed codeshare and ************* flights. Your itinerary below shows your flights are booked to travel on Lufthansa Airlines and Swiss Air as to why your certificate was not accepted at the time of booking.

Please understand, United Airlines is unable to modify and/or exchange future travel tickets via email as our availability in fares and seats can change and direct feedback from the passenger is required. So we may further assist you with your travel certificate discrepancy,passengers are advised to contact our *********************** at **************.   An agent will need to view your ticket / confirmation to determine the cause of the discrepancy. Please know, if your ticket was booked through a different website and/or through a travel agent, United Airlines may not be able to rectify your discrepancy; as again our certificates must be booked through our website, app, or our ***********************.

We appreciate your understanding, and we look forward to welcoming you on*board a future United Airlines flight.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 33903191
BBB COMPLAINT # ********

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

CONFIRMATION NUMBER: M720LW

NAME ON TICKET: DURGESHN AGARWAL * HB097859
TICKET NUMBER: ************** / 01624930283966
TICKET ISSUE DATE: 12MAY25
TICKET EXCHANGED ON: 5JUN25
TICKET AMOUNT: $3267.57USD

NAME ON TICKET: ***** ******* * JJ053577
TICKET NUMBER: ************** / 01624930284040
TICKET ISSUE DATE: 12MAY25
TICKET EXCHANGED ON: 5JUN25
TICKET AMOUNT: $3267.57USD

ETICKET:
UA 4949   18DEC25   MOB*IAD
UA 8826   18DEC25   IAD*FRA (OPERATED BY LUFTHANSA AIRLINES)
LH   756   19DEC25   FRA*BOM (OPERATED BY LUFTHANSA AIRLINES)
LX   155   07JAN26   BOM*ZRH (OPERATED BY SWISS AIRLINES)
UA     53   07JAN26   ZRH*IAD
UA 4295   07JAN26   IAD*MOB
Initial Complaint
Date:06/10/2025
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.
To Whom It May Concern,Im submitting this complaint with my frustration. KZ0RYE . originally booked Basic Economy, but prior to the flight, I requested an upgrade to Economy Plus through Uniteds virtual text assistantand the upgrade was ************ the gate, due to a weight balance issue, all our seats were moved to the back and family was split. We received no prior notice of this The fact that we were upgraded and still moved and separated made the experience extremely frustrating, especially on an international flight.We filed a complaint which does not reflect the stress and inconvenience we endured.Additionally, Uniteds handling of baggage allowances was disorganized and misleading. On May 23 (the day before departure), I asked a United ***** via chat how many checked bags were allowed. I was told we could bring 8. When we arrived at the Atlanta check-in counter, the staff initially said only 4 were allowed. I showed them the written confirmation, and they honored the 8 bags.On our return trip, we were suddenly told only 4 checked bags were permitted .different ***** had previously told me 6 were allowed due to my United Chase ***** When I contacted customer service about this, the first ***** couldnt give me a clear answer and transferred me to a supervisor. The supervisor admitted the original 8-bag allowance was a mistakebut said that it was Uniteds error and there was nothing they could do about it. If United gave us incorrect information, that should not negatively impact us. I packed based on the info provided ahead of time.The supervisor also questioned whether we were upgraded She spoke in a rude and condescending tone, explained what Basic Economy meant as if I didnt understand, and told me we were moved to where you belongwhich I found extremely disrespectful and discriminating.unacceptable experience. formal apology and assurance that issues like these will be taken seriously and corrected. And give us 8 check in from ****** to *******
Business Response
Date: 06/11/2025
Dear Mrs. **************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your recent travel.
I sincerely apologize for the overall inconvenience you and your family experienced during your recent travel.
I understand your frustration and the resulting disappointment with the manner in which your situation was handled. It is never our intention to deliberately inconvenience any of our customers.
We appreciate your business.
Regards,
********* *.
Customer Care Management
Initial Complaint
Date:06/09/2025
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.
Charged $77.99 for a seat (11E) that I was auto-assigned and already occupied. No upgrade or seat change occurred. United refuses refund despite no service being provided.I got a receipt from the airline attendant and they asked me to contact United, they did not refund me stating that the seat was in the same class. I had already bought my plane ticket and was AUTO-ASSIGNED THE SEAT. I only tried to move to 11A to sit next to boyfriend. I was not moved to 11A, and I was charged $77.99 without the seat change. They are basically stealing money from me. I am being charged for a service I was NOT PROVIDED.
Business Response
Date: 06/11/2025
Hi ******,

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

We sincerely apologize for any confusion and frustration caused regarding your seat assignment and the associated charges.

We understand your desire to sit next to your companion and regret that the seat change did not meet your expectations.

Based on our records, your original seat was 36A, which was subsequently changed to 34B and 15F. When you purchased an Economy Plus seat on the day of travel, your seat was further changed to 11E. Please note that Economy Plus seats are nonrefundable once the service has been provided and travel has been completed, in accordance with our policies.

However, I have authorized a refund for the $77.99 Economy Plus seat purchased for a flight from *********** to *******. It will be reflected on your account ending in 9370 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: ***************

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