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, Inc.

  PO Box 830113 Miami, FL 33283-0113

• 

  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

• 

  United Airlines, Inc.

  Philadelphia International Airport Essington Avenue Philadelphia, PA 19153

• 

  United Airlines, Inc.

  17581 UAL Service Dr Seattle, WA 98158-1269

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:06/11/2025

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

• Initial Complaint

  Date:06/09/2025

  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 have a future flight credit for a cancellation on a return of a roundtrip for two passengers. The total amount paid was $583.96. I wanted to book a roundtrip flight using this future flight credit, for one of the passengers. Since then, United has done the following to render the value of this credit unknowable and logistically make it unusuable:1. When trying to rebook online, the credit is not able to be retrieved at all (see screenshot). 2. When I call, I was kept on hold for the better part of 2 hours (see screenshot) by an agent who repeatedly booked and then cancelled incorrect reservations for random prices (see screenshot). 3. Finally, after speaking with three different employees via escalations, I learned the following: - United refuses to allow me to use this flight credit online, impeding its usability significantly (see: 2 hour call time)- United refuses to honor the $237 price for a roundtrip flight to *****, ** despite them confirming they see it online (see screenshot). I should be receiving a $54.98 residual credit or refund, but instead, they insist on charging me $60+ IN ADDITION to the flight credit instead (see screenshot).- Moreover, United refuses to tell me the value of this flight credit, simply because it is "partially used." United claims this is because only "the system" knows its worth and how it can be used. This impedes my ability to use this credit as I can never know how the pricing is comparing to prices that were available online - United confirmed that the way my cancellation was calculated was by converting to a one-way flight, yet, they will not tell me the residual amount - United refuses to issue a future travel credit that I can use online (presumably so they can not tell me the value)- United refuses to convert this to an electronic travel certificate (presumably so they can not tell me the value)Employees I spoke with: Employee code OX Happiness - Employee code YK Reservations Desk - ***** (Employee code MU)

  Business Response

  Date: 06/11/2025

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your travel credit and booking issues. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out and sharing your concerns regarding your future flight credit and the challenges you've encountered in attempting to utilize it. We sincerely apologize for the inconvenience and frustration this situation has caused.
  
  Upon reviewing your reservation under the confirmation numbers HTDW1T and I1V7P7, I can confirm that the ticket was partially used. As per airline policy, when a ticket is partially utilized, it requires special handling for rebooking purposes. This involves re-pricing the fare and may incur additional fees. Due to the ticket being partially used, we are unable to provide the remaining value of the future travel credits or convert the existing reservation into an electronic travel certificate, as such actions are beyond our current policy.
  
  Additionally, as per our ticket terms and conditions for a partially used ticket, travel must be completed within one year from the date you took the outbound flight; otherwise, credit will be forfeited. You can use the same booking reference numbers (HTDW1T and I1V7P7) to rebook your travel. Please be aware that any applicable fees or fare differences may apply when rebooking, depending on availability and the type of fare purchased.
  
  If you need assistance to rebook your flight, please contact Reservations at 1-800-UNITED-1 ***************). You can also reach out to us 24/7 @United on ******** or ********
  
  We understand how important it is for you to have clarity and ease of use regarding your credits. We sincerely regret that our current systems and policies have made this process more complicated than expected. We appreciate your feedback and will continue to work toward providing more transparent and seamless options for our valued customers.
  
  As a valued ************************ member, 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:06/09/2025

  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 charged for an upgrade and I never received the upgrade. I reviewed refunds about other upgrades but not this one. United owe me $880 for an upgrade they never gave me.

  Business Response

  Date: 06/10/2025

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for an upgrade refund. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out. I apologize for the inconvenience caused.
  
  As a reliable airline, I am glad to inform you that a refund for your Premium Economy Upsell amounting to $880 has been completed today, June 10, 2025. The document number for the refund is *************; the process might take up to 7-14 business days.
  
  We want to be your airline of choice, and our efforts to improve our service are ongoing. Feedback like yours helps us focus our attention where it's needed most. I appreciate you taking the time to share this with us.
  
  As a valued Premier Silver customer, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

• 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.

  I took a plane from ******************************** to ****************. On flight number UA1864 My plane was rerouted in error for over an hour and landed late which caused me to miss my connecting flight. I then had to stay overnight in ****** because there wasn't another flight and so the next day. This caused me to miss very important appointments that I had and **** and cost me to lose out on money. All they offered me were 3 $15 meal tickets and a hotel room. And their terms and conditions it says if they cause me any type of flight delay over four or five hours they have to reimburse me three times my ticket price. They have refused to do so and because of the negligence I've lost out on a lot of money and business opportunities. They were very negligent and very rude when trying to resolve this issue.

  Business Response

  Date: 06/10/2025

  Dear Mr. ***************** 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 May 9th, 2025 (UA1864 PBI to EWR).  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.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 refund request has been declined as your tickets have been used.  Once  ticket has been used, it is not eligible for refund.  However, I do 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.
  
  For reimbursement consideration on your unexpected travel expense, please reply with a copy of your receipt(s).  Please understand that United Airlines does not reimburse prepaid expense, activities,or events. If you need assistance with those costs, reach out to your credit card provider or trip insurance for possible options.
  
  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. We look forward to the 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 *************** / 33887984
  BBB COMPLAINT # ********
  
  **********************
  
  CONFIRMATION NUMBER:  MC33B8
  NAME ON TICKET:  ****** / ***** IRVING 
  TICKET NUMBER:  01624841422175
  TICKET ISSUE DATE:  06MAY25
  TICKET AMOUNT:  $878.80USD
  
  ETICKET: 
  UA1864   09MAY25    PBI-EWR  (STATUS:  USED)  
  UA    79   10MAY25    EWR-NRT (STATUS:  USED) 
  UA    32   11MAY25    NRT-CEB (STATUS:  USED)

  Customer Answer

  Date: 06/13/2025

   
  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:06/09/2025

  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.

  Dear United Airlines Customer Service,Im writing to follow up on a few trips I purchased from ******* to ******* last week. As of today, the refund has not yet been processed on my credit card, I would also like to mention that I did not receive any cancellation email regarding the flight.The payment was made via ***** Pay using my **** card ending in 0451, on February 6, 2025. The flight was cancelled that same day, and it has now been over seven days with no refund *********** the time, I circled the amounts that needed to be refunded for your reference:$443.48 $355.43 Mileage Plus FXR42847 ****** ******* ****** I kindly ask that you review this matter and let me know the status of the refund as soon as possible. I appreciate your attention and *************** regards,****** ******

  Business Response

  Date: 06/10/2025

  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 inconvenience and concern caused by the delay in processing your refund and the lack of a cancellation notification. I understand how important it is to receive timely updates and refunds, especially after a flight has been canceled.
  
  I have thoroughly reviewed your reservation with the confirmation number I77MBQ and can confirm that your refund has been processed and the transaction has been voided. Regarding the $355.43 charges, our records indicate that there was no confirmed ticket or charges on our end. Typically, when a purchase is canceled and the amount is pending, the credit should appear in your account within 48 to 72 hours. If you haven't received the refund yet, I suggest reaching out to your issuing bank for additional assistance.
  
  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: ***************