Business Profile

Airlines

United Airlines, Inc.

This business is NOT BBB Accredited.

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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

4,250 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:06/08/2025
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.
Good afternoon, I recently travelled using united airlines. I returned on 6/6/25 . There was an issue where my ticket was not used and I was informed by a supervisor named ******** from the reservations department that the unused tickets was separated from the original reservation and cancelled through the airport as a no show since 1 party was not able to fly. This supervisor advised me that being they cancelled the ticket I would be refunded to the original payment method using my card ending in 2663. I asked for confirmation via email and told her I was recording our call and she said I wont receive the confirmation info until 72 business hrs after. I them today received an email from united stating my refund was cancelled and instead will be an airline credit but that is not the option I was told by phone. I was guaranteed a refund for the ticket that was not used.
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.

We sincerely apologize for any confusion or frustration caused during your recent travel with United Airlines.

Regarding your original itinerary under confirmation number G3CXFH, wed like to clarify a few important details. Uniteds ticketing policies require that any changes or cancellations be made prior to the scheduled flight departure. When a passenger does not show up for a flight and no prior action is taken, the ticket is considered a no-show, and unfortunately, the entire value of the ticket is forfeited under our fare rules.

However, my colleague has reinstated the value, so you can exchange the ticket for a new flight. I'm sorry for the disappointment you're feeling, and I want to explain how the decision was made.

Your ticket was a nonrefundable fare, and I regret that there was any confusion when purchasing this. General rules that apply to nonrefundable tickets require passengers to fly all segments in the order they appear, or cancel prior to departure to obtain the remainder as a flight credit. Any leftover credit would need to be used within a year from the original date of purchase. I apologize for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

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 taking the time to reach out to us. We look forward to seeing you again on a future United flight.

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 06/11/2025

Complaint: 23441687

I am rejecting this response because: I was advised by phone calls that are all recorded by a supervisor named ******** from the reservations team on 6/6/25. That call was between 8:28-8:59. I clearly asked the supervisor on that same call are they sure and she guaranteed she was sure due to the ticket being cancelled. She told me it would automatically be refunded to my card ending in 2663. I will not accept this, as a company youre suppose to train the correct way. The fact that this was a supervisor in the reservations depth tells me shes had more experience than a normal **** The calls need to be listened to and the refund needs to be completed. I was guaranteed a refund not an airline credit. I will never use this airline again so theres no need for a credit, this is the worst airline ever

Sincerely,

******* Reagansmann
Business Response
Date: 06/12/2025
Hi *******,

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

I sincerely apologize for the frustration and disappointment you have experienced regarding the refund process.

We understand how important clear communication is, and I appreciate you providing details about your conversation with the supervisor. While I regret any confusion, I must inform you that, in accordance with United Airlines' ticket terms and conditions, non-refundable tickets are generally not eligible for refunds, especially if the ticket was canceled due to a no-show. These policies are in place to ensure consistency and fairness for all our customers.

I understand your dissatisfaction and the circumstances you've described. We truly value your feedback and apologize for any inconvenience caused.

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 choosing us for your travel. We look forward to serving you on your next United flight.

Regards,

Guia
Customer Care
Case ID: ***************
Initial Complaint
Date:06/06/2025
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.
Hello,On 3/5/25 around 1:04am I booked two flights to ******. One through United Airlines app and another through *********** Travel, also for United Airlines.- Mine was purchased through United app - Fiance was purchased through *********** Travel Unfortunately, later that day we split up. So no ********* is the issue:United app clearly states 24 hours for a refund - - For this reason, I cancelled mine within 24 hours and got my refund, thank you.- As for her flight. The Cap One app has notice that I had until the next day to cancel. This was over the 24 hour deadline, but I figured United and CO have an agreement to extend the cancellation policy and still get a refund.I still hoped the engagement would not be over. So I did not cancel within 24 hours that same day.Once I did cancel, the refund was never issued. So I contact *********** and they told me because I did not cancel within 24 hours (regardless of what their app says) a refund was not possible. Okay that is fair. Travel Credit is also great However, Cap One told me United took full control of the ticket and the funds. The HUGE issue here is that the funds Travel credit united offer instead of a refund is under her name. Not mine, even though I paid for both and both were booked under my account.I am not looking for a refund of $741.41. I ask for one of these solutions, please, for a loyal flyer:1. Change the travel credit to my name instead of her (****** ******* *********) to my name/account or 2. Leave the credit under her name and lock it so it cannot be used and issue a Travel Credit to me or 3. I would be happy with a $500 travel credit instead of the full amount. Something please.--My United Account: ******** Flight Details:- United: C4WJ1M -Cap One: H-N-NJEO7W or H-N-NJEO7W or H-N-NJE07W (zero)--I would appreciate some better solution than we took the funds from cap one, the credit is under her name and you're out of luck. Thank you very much.
Business Response
Date: 06/10/2025
Hi ******,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for the flight credit under ******** name. I appreciate the opportunity to respond to your concerns.

Thank you for reaching out and for providing detailed information about your situation. We sincerely apologize for any miscommunication and for the inconvenience you've experienced.

We understand the circumstances surrounding your bookings and your concerns regarding the travel credits. However, we would like to clarify that our 24-hour risk-free cancellation policy applies solely to tickets purchased directly through United Airlines and does not extend to tickets issued by travel agencies such as *******************

Additionally, the travel credits issued are registered under the name of the passenger who booked the ticket, and unfortunately, we are unable to transfer these credits to another individual or lock them to prevent usage.

Moreover, we are unable to issue a $500 travel certificate.

The flight credit under this confirmation number C4WJ1M will remain valid until March 5, 2026.

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

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

Warm regards,

Chesca
Customer Care
Case ID: ***************
Customer Answer
Date: 06/11/2025

Complaint: 23436114

I am rejecting this response because:
the travel credits I used through *********** were under my name. Not hers. The travel credits UA issued WAS under my mane.
so *********** had my name. You took the funds and transfer them to that witches name. So I would like my credit transfer back to my name, please

Sincerely,

****** *******
Business Response
Date: 06/12/2025
Hi ******,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your request for the flight credit under ******** name. I appreciate the opportunity to respond to your concerns.

Once again, I sincerely apologize for any confusion or frustration caused.

Please be advised that, as per United's ticket terms and conditions, travel credits are typically issued to the passenger to whom the ticket was originally issued. Future flight credits are generally non-transferable and can only be used by the original passenger. This policy ensures compliance with our ticketing system and maintains consistency across all bookings. I regret to inform you that I'm unable to honor your request regarding transferring ******** flight credit to a purchaser or someone else.

Also, I would like to clarify that the ticket in question was not purchased using the travel credits issued by United. Instead, the ticket was purchased through a travel agency with cash payments. The travel credits issued by United were applied to your ticket and under your name, but they were not used toward this specific booking.

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: 06/13/2025

Complaint: 23436114

I am rejecting this response because:
Yes I understand your crazy rules meant to take money from people.
and yes it was purchased with $500 credit from ***********. PLUS CASH United took ALL of it from *********** and issued the stupidly certificate under her
So if you refuse to help and trust me Ill keep escalating. Already emailed your CEO and Im preparing a mass social media post across all platforms and will tag everyone in your company I can.
Then its simple keep the wrongly issued credit there it wont ever be used and either give me Miles or issue a credit
United has not seen a scandal like the one Im preparing to unleash on you since the guy got dragged off one of your planes. But trust me I have way more time than him and will use it to release my PR announcement to all social media platforms and all news sites that will post it.
I am not being unreasonable. I just want what was taken from me, even as credit. Thanks
Sincerely,
****** *******
Initial Complaint
Date:06/06/2025
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.
I am filing this complaint regarding an expired flight credit of $246.23 with United Airlines. I received the credit following a canceled flight, and at that time, the confirmation or refund email did not mention any expiration date.Recently, when I attempted to apply the credit toward a new booking on **************************, I discovered that it had expired. I contacted United Airlines customer service to request a one-time reinstatement. However, my request was denied on the grounds of company policy. I believe this policy was applied unfairly in my case due to a lack of transparency at the time of issuance. If the expiration date had been clearly disclosed in the original email, I would have made sure to use the credit before it expired.
Business Response
Date: 06/09/2025
Hi Yingchen,

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

I'm sorry you were unable to use your residual flight credit before it expired.

We aim to keep our passengers informed about the terms and conditions associated with travel credits, including their expiration dates. I apologize if this information was not clearly communicated to you at the time they were issued.

Also, please be advised that when United issues a travel certificate, the expiration date and other information are included in the documentation provided to the customer via email. While we do not send reminders before a travel credit expires, we encourage passengers to review the information provided and plan their travel accordingly to make the most of their credit.

I understand that you want to reinstate or extend the flight credit. Regrettably, due to the expiration of the travel certificate, it is no longer valid and cannot be reinstated or extended. Also, we are unable to manually extend the validity of the travel certificate, as it is governed by the terms and conditions of the travel credit.

Please note that our travel credit is typically valid for one year from the date the original ticket was issued. However, due to the pandemic, United Airlines made an exception to extend all unused travel credits until December 31, 2023, or January 2, 2024. However, no further extensions may be applied.

While I can't fulfill what you originally requested, as a gesture of goodwill, I will send you a $246.23 electronic travel certificate, the same amount as the expired travel credit. This certificate can be used 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.

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:06/06/2025
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.
On June 1st a flight was booked for my husband and myself for a trip to *********. On the morning of June 2nd, I called UNITED AIRLINES to cancel the flight because it was not the class of travel that I thought it was going to be. I have a confirmation email, attached a copy here, that states, as highlighted by me, that I can cancel that reservation, within 24 hours with no penalty to me. When I called, the agent I spoke with told me in order to cancel it I would be charged $499.98 / ticket and subsequently, after over 40 minutes on the phone I paid the fee and the flight was cancelled. I have filed this complaint with UNITED AIRLINES and was told they have no record of the charge, despite my having the money debited from my account under ******************** TICKETS in the amount of $998.97. I have provided this to UNITED AIRLINES in response to their reply stating they could not find the transaction. I am not hopeful they will actually ever find it as we chatted with an agent who said they could not find the charge, either. I paid that money, I wasn't supposed to have to, and I really need that money returned. I would like any help that BBB can give me, although I realize that UNITED AIRLINES is not accredited with your organization. And I understand why, now.
Business Response
Date: 06/09/2025
Hi *******,

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

Thank you for reaching out and for providing the details regarding your recent experience. I understand how frustrating and concerning this situation must be, especially after being assured that your ticket could be canceled without penalty under the 24-hour policy.
For clarification, it is correct that under United Airlines' 24-hour risk-free policy, a ticket must be canceled within 24 hours from the time of booking to have a full refund.

After a thorough review of your reservation, we are only able to locate the original ticket charge of $1,166.80 per passenger for the booking made on June 1st, which has already been refunded to the original form of payment used on June 3rd. At this time, we are unable to locate any additional charges related to a cancellation fee or a separate transaction in the amount of $998.97.

Please note that all confirmed ticket purchases or transactions processed directly through United Airlines will have a 13-digit transaction number beginning with "016", which identifies the charge as an official United Airlines-issued ticket or fee. Unfortunately, we have not been able to find any transaction under your reservation or payment records that matches this $998.97 amount.

We highly suggest you contact your Credit Card provider directly to discuss any disputes.

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 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: 06/10/2025

Complaint: 23435636

I am rejecting this response because: my bank was debited the amount stated, listed as United Tickets. My thoughts are the agent, ******, took the money and deposited it into a different account, probably his own. I have explained this to United and they have not looked into this person, as to my knowledge. I have disputed it with my bank, and I am disputing it, at this time, as fraud. If United doesn't have that money, they should be investigating this person who I entrusted with my bank account number, that works for them, obviously, as I did get the original flight cancelled and credited back the original purchase price.

Sincerely,

******* ********
Business Response
Date: 06/11/2025
Hi *******,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your complaint about the unauthorized charge and our employee, named ******. I appreciate the opportunity to respond to your concerns.

Thank you for bringing this matter to our attention again. We understand the seriousness of your concern and appreciate your continued efforts to resolve it.

We are very sorry to hear that you believe a fraudulent charge occurred during your interaction with one of our representatives, and we want to assure you that we take allegations of potential misconduct or fraud with the utmost seriousness. Your trust in United and in our employees is essential, and what youve described falls well outside the standards we hold ourselves to.

You mentioned that your bank account was debited by United Tickets, yet United does not have a record of receiving those funds, leading you to suspect that the charge may have been misappropriated. We acknowledge that you have disputed the charge with your bank and fully support your right to do so.

For further assistance regarding unauthorized charges, we recommend contacting our *************************** directly at ********************************** or ******************************************** They are equipped to handle these types of issues and can assist you further in addressing the unauthorized activity on your account.

We hope to provide you with a better experience on your next trip.

Warm Regards,

Chesca
Customer Care
Case ID: ***************
Initial Complaint
Date:06/06/2025
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 United Hotels,I am submitting this complaint after multiple unsuccessful attempts to resolve an issue with my hotel reservation through United Hotels and its partner companies.I arrived at my hotel to find that my reservation was made for the wrong dates (Itinerary #: **************). I intended to stay June 2-4, 2025, but the reservation reflected June 9-11, 2025. This booking was made through United Hotels.On June 6, 2025, I made several phone calls to try to correct the situation:I first called United Hotels, where I was told to contact Expedia.I was given three different phone numbers during these calls:************** (United Vacations provided by United Hotels agent)************** (United Hotels provided by United Vacations)************** (Expedia provided by Yotel NYC hotel staff)Despite multiple attempts, Expedias system repeatedly disconnected me. I eventually reached two Expedia representatives, both of whom told me to contact United ************************************ then stated they could not locate my itinerary number and transferred me multiple times without resolution.I also contacted the hotel directly, but they too referred me back to Expedia.I have exhausted all reasonable attempts to resolve this matter with no resolution or assistance from any party involved.I am respectfully requesting a one-time refund for this reservation, given the circumstances and the lack of customer service provided throughout this process.Thank you for your time and review. ***** ***** ************ **********************
Business Response
Date: 06/10/2025
Dear Susan,

I am writing to you in response to your BBB Case #23434885.

I regret the challenges you faced with your hotel reservation. While I would like to help, United Hotels and United vacations are completely separate entities from United Airlines.

You can contact United Vacations customer service for assistance with booking hotels and features, including special room requests, or with issues, errors, and support related to your vacation package.

Here's how to reach United Vacations customer service:

Phone: You can call 1-888-854-3899.
Email: You can email [email protected].
Website: You can find answers to many of your questions by reviewing the Frequently Asked Questions on the United Vacations website.

Specific Contact Information based on your needs:

Vacation Planning: Call 1-888-854-3899 or complete the online form. Assistance is available daily from 7 AM to 12 AM EST.
Current Reservation: Call 1-888-854-3899. Assistance is available Monday-Sunday from 9 AM to 9 PM EST.
During Travel Assistance: Call 1-800-338-6538 or 414-934-3500.
Post-Travel Issues: Call 1-800-359-7268 (Monday-Friday, 9 AM to 5:30 PM EST) or email [email protected].
Groups Travel: Call 1-844-904-0187 (Monday-Friday, 9 AM to 7 PM EST) for group requests of 20 or more travelers.

Writing to United Vacations: Address your letter to: United Vacations, Attn: Customer Service, 8969 N. Port Washington Rd..

Thank you for your MileagePlus loyalty to United Airlines. We hope to welcome you back aboard soon.

Kind Regards,

Melanie
Customer Care Management
Case ID: 174949587783894
BBB Case #23434885
Customer Answer
Date: 06/13/2025

Complaint: 23434885

I am rejecting this response because:
Thank you for your reply, but I need to respectfully clarify. This reservation was made through the United Airlines website, using a service labeled “United Hotels.” It was not booked independently through a third-party travel site. The entire experience from booking to confirmation occurred within the United ecosystem, using your branding, your website, and your United co-branded Chase Business Visa.

When the issue arose, I followed every reasonable step:
* I called United Hotels and was referred to United Vacations.
* I called United Vacations and was referred to Expedia.
* I called Expedia and was sent back to United Hotels again.
None of these parties were able to look up my booking or provide support.

This endless loop is not acceptable. Regardless of who ultimately services the reservation behind the scenes, United Airlines endorsed this booking platform and profited from the transaction. I am simply asking that United step in and help facilitate a resolution and ideally a one-time refund for the unused hotel nights.

To be clear, I have also begun the process of filing a chargeback through Chase, your co-branded financial partner, since no party has taken responsibility so far.

I’m hopeful that United will choose to stand by its brand and assist in resolving this matter fairly.

Susan Liang
Business Response
Date: 06/16/2025
Dear Susan,

I am again responding to your BBB Case #23434885.

As previously advised, United Hotels is a third party vendor, powered by Hotels.com.

Although you accessed them via the United website, they are a separate entity from United Airlines. I have located the following contact information for you. Hopefully, they will address your concerns.

https://us.hotels.united.com/helpcenter/

Kind Regards,

Melanie
Customer Care
Case ID: 174983379945437
Initial Complaint
Date:06/06/2025
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.
This complaint regards confirmation: D4V1L6, specifically the return flight.The gate agents OFFERED to check carry-ons, complimentary (FREE) due to the flight being full. This offer was made via PA announcement, and did not specify any conditions. I took this offer to help, but was charged for it later that night. I asked for a refund with United agents online and was told I need to wait, over a week.
Business Response
Date: 06/09/2025
Hi *****,

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

I'm sorry to hear you were charged some unexpected bag fees.

I sincerely apologize for any frustration or inconvenience caused by the baggage fee discrepancy and the recent experience you described. I understand your frustration, especially since you were told the luggage would be checked for free.

Our airport agents use their discretion to gate-check carry-on bags. Most commonly, this is due to limited overhead bin space or to speed up the boarding process.

I carefully reviewed your ticket using this confirmation number, D4V1L6, and as I've verified, your ticket is a Basic Economy fare. Please be advised that Basic Economy tickets only include one personal item. They do not include carry-on bags. If you decide to travel with a carry-on bag, you must check it in the airport lobby for a fee starting at $35 or $40. If you bring a carry-on bag to the gate that won't fit under the seat, you need to pay a $65 fee to check it.

Additionally, the announcement regarding free checked carry-on baggage applies only to passengers permitted to bring carry-on items on board. We sincerely apologize for any misunderstanding that occurred at the gate concerning the complimentary checking of bags.

Furthermore, our records indicate that the $65 Basic Economy gate-checked baggage fee was already refunded on June 8, 2025. It will be reflected on your account ending in 1396 within seven business days. We assure you that we are committed to processing refunds promptly, and we understand how frustrating it must be to wait for them.

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 choosing us for your travel. We look forward to serving you on your next United flight.

Regards,

Guia
Customer Care
Case ID: ***************
Initial Complaint
Date:06/06/2025
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.
We filed a complaint with United following their requested process. We received a response from Sapuni M, Executive Solutions Supervisor that we are extremely unhappy with and also confused by. We are unhappy with the response as we asked for a flight credit valued at $836.54 be reinstated. United chose to not extend the credit or provide a new flight credit with the same value. We were unable to utilize the credit due to a family illness, a misunderstanding of the expiration date, a lack of notice from the airline that the credit would soon expire and a lack of the credit showing in my account when utilizing the site (which is a common occurrence on the United site). We are confused by the email as Sapuni M, Executive Solutions Supervisor states, there is one that is within the ***** period of 30 days after expiration, which was redeemed on April 19th, 2025. We find that confusing as it seems he is saying there is one, but in the same sentence says it was redeemed. Perhaps that is because when that flight credit was redeemed there was a very small portion left that United said they would send to our email. We never received. It was not enough to be concerned about or do anything with. But, it never did show up in our account when purchasing a new ticket (which we cancelled due to all the trouble with United flight credits). This is an occurrence that repeatedly occurs; flight credits not showing up on the payment page. Moreover, Sapuni M, Executive Solutions Supervisor writes, I recognize how life can bring unexpected responsibilities, and the circumstances you described speak volumes about your compassion and commitment to your family. We feel his response demonstrates he truly doesnt understand how life can bring unexpected responsibilities. We are requesting United to take a second look at our original customer service file (Case ID: *************** ), re-evaluate and find a way to allow us to utilize a credit of $836.54 on a future booking.
Business Response
Date: 06/09/2025
Dear *** and Mrs. ******************** glad to receive another feedback from you regarding your recent experience with us. I am sorry to learn you were unable to utilize your travel credit prior to its validity. We have reviewed your case again, and respectfully I regret your request to reinstate your expired travel credit has been declined. As advised by my colleague,our travel credit (Electronic Travel Certificate / Future Flight Credit) is valid one-year from the date of issue; and cannot be extended past its validity date.

However as a gesture of goodwill, I will issue each of an Electronic Travel Certificate ($300 each) for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your NEW Electronic Travel Certificates will arrive in a separate email containing details on how to redeem your certificate. Should you have any questions and/or need assistance with your Electronic Travel Certificate,please contact our *********************** at **************. A highly trained agent will be glad to assist you with your travel needs.

As MileagePlus members, 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 *************** / 33869774
BBB COMPLAINT # ********

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

5/29/25 | 12:34 PM
Hi *****,
My name is Sapuni. I am contacting you from our Executive Solutions department,and I am here to assist with your concerns on behalf of our Executive Leadership team.
Thank you for taking the time to share your recent experience as you and your husband began planning your special 50th anniversary trip.
I'm truly sorry to hear about the difficulties you encountered while navigating our website and booking your trip. I understand how frustrating it must have been to face technical challenges, especially when trying to coordinate special assistance and apply a flight credit as part of your plans. Also, I'm pleased to hear that ********** was able to assist you with professionalism and *******'s always encouraging to know when one of our team members has made a positive impression, and we'll be sure to pass along your kind words to her and her supervisor.
I recognize how life can bring unexpected responsibilities, and the circumstances you described speak volumes about your compassion and commitment to your family. I appreciate your feedback about receiving reminders as the expiration approaches. This is a thoughtful suggestion, and I have shared it with our leadership and product teams for further consideration.
Regarding your request to reinstate your credits, the travel credit is valid for one year from the date of issue or purchase. All credits have expired, except there is one that is within the ***** period of 30 days after expiration, which was redeemed on April 19th, 2025. This was used for reservation NTDW98, which was from ************* to ********, and reservation NR1VSJ from ********, through *************, to ***************************. Unfortunately, there are no other active credits. Our apologies, however, we are unable to extend or reissue any credits once they have expired.
We thank you for your continued loyalty as a valued MileagePlus member.
Regards,
Sapuni M
Executive Solutions Supervisor
United Airlines
Customer Care
Case ID: ***************
Customer Answer
Date: 06/10/2025

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:06/05/2025
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.
Business has not attempted to rebook flight for free or at same cost as before & keeps restating my miles are redeposited. Situation is outlined below:1) booked 2 united airlines tickets on 26 May at 7:14 PM EDT to go from DEN to BWI using my mileage plus account and my ********************** Quest credit card using miles (cost was 23k), unknowingly used the miles and meant to book with my money instead (the tickets were $109), but did not realize until the next morning 2) I contacted a united customer service over chat and agent said I wasnt able to get a refund for the tickets. The tickets were still $109 at this point. She gave me a united customer service email and said reach out 3) reached out to email she gave me, and they responded ~24 hours after. they told me they couldnt help and to reach out to a different email /phone number 4) I called the referenced phone number. agent was helpful and said yes I could refund my ticket bought with miles and rebook using money. At this point, the tickets had now gone up to $154. I tell the agent not to cancel my ticket, as the price is too high now. We both agreed no further action.l to be taken 5) I called United customer service to provide a complaint for the misinformation given by agent in step 1. The agent noted this, and tried helping with a solution, although I didnt ask for that. During this 40 min call, agent from step 3 took it upon herself to reach out to a different customer service email to request a refund for my ticket. I did not ask her to do this. I told her immediately that is not what I am requesting, please do not do that. I am still on the call with the agent in this step, so i tell her to file a complaint against step 3 agent as well 6) next day- dif agent emails that my tickets have been refunded. I follow up immediately (on 29 may) + multiple times since telling them thats not what i requested + asking them to provide a fair solution. United responded saying miles were refunded. No solution offered.
Business Response
Date: 06/09/2025
Dear
Mr. and Mrs. Baltimore,

We
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 for your ticketing discrepancy
regarding your upcoming trip with us on September 1st, 2025. From the events and behaviors you described,
I regret you did not receive the level of service you have come to expect from
United Airlines. 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 booking your tickets with us.

In
review of your tickets (confirmation number: DYE2EW), I records show that you had booked your tickets through our website. When booking your flights through our website
or app, the passenger is given the option to book their tickets using their
Award Miles or purchase a revenue ticket. Your confirmation number (DYE2EW) does show that you have elected to use
your Award Miles to book your flights.

As the world's economy continues to
fluctuate, we must also remain stable and ready for more challenges in the
future. Please understand that our Mileage Awards, Fares, and Availability
are capacity controlled and are subject to change until ticketed. United
Airlines continues to remain competitive and continue to evaluate each routes
and marketing needs; and with the busy travel season, passengers are
continuously and simultaneously booking their flights/ticket through our
website or through our Reservations Department as to why our fares and Mileage
Award will fluctuate. Our Reservations Department and our
website do not have any control with inventory fares and availability.

We are also unable to modify and/or exchange your ticket via email
as our availability can change and direct feedback from the passenger(s) is
required. Passengers that have concerns
regarding their future travel are asked to 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 understanding.

Regards,

James Castillo
Customer Care Management
United Airlines
Case ID –174928996307350 / 33868303
BBB
COMPLAINT # 23432677

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

CONFIRMATION NUMBER: DYE2EW

NAME ON TICKET: ELIZABETHKAYLEY BALTIMORE - RYR35273
TICKET NUMBER: 01624900726842
TICKET ISSUE DATE: 26MAY25
TICKET AMOUNT: $5.60USD
TICKET TYPE: MILEAGE AWARD

NAME ON TICKET: AUSTINJOHN BALTIMORE
TICKET NUMBER: 01624900726853
TICKET ISSUE DATE: 26MAY25
TICKET AMOUNT: $5.60USD
TICKET TYPE: MILEAGE AWARD

TICKETS BOOKED THROUGH UA WEBSITE
TOTAL MILEAGE DEDUCTION - 23000 MILES * WEBCO

ETICKET:
UA2194 01SEP25 DEN-BWI (STATUS: REFUNDED)

Customer Answer
Date: 06/16/2025

Complaint: 23432677

I am rejecting this response because: My tickets were cancelled at the price of 11.5k miles each without my consent by United Airlines due to poor internal communication. Something must be done about this as we still need the tickets to fly home on Sep 1. Ticket prices in money/miles have since increased, and the extra cost is not something we are willing to pay for when the cancellation was not requested, nor was it our fault. Please advise.

Sincerely,

Elizabeth Baltimore
Business Response
Date: 06/17/2025
Dear
Mr. and Mrs. Baltimore,

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

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.

We have reviewed your case again,
and our records show that you had contacted our Reservations Center on May 30th,
2025 to have your Award Miles and ticket refunded back to your MileagePlus
account (Confirmation number: DYE2EW). Please understand, our system cannot process a
refund unless a ticket has been cancelled. I assure you that we are an integrity-driven airline, and we would never
purposely inconvenience you. Our Reservation teams are highly trained and will
not cancel a ticket/reservations unless specifically requested by a passenger.

As
previously advised, we are also unable to modify and/or exchange your ticket
via email as our availability can change and direct feedback from the
passenger(s) is required. Passengers
that have concerns regarding their future travel are asked to 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 understanding.

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID –175016830027096 / 34015883
BBB
COMPLAINT # 23432677
Customer Answer
Date: 06/24/2025

Complaint: 23432677

I am rejecting this response because:
The business is providing inaccurate information and still no solution to my issue.
This is a complex situation in which I expressed clearly in sequence my needs with multiple United agents, which ended with me requesting United NOT cancel my 2 tickets from DEN to BWI. Unfortunately, there was a mistake on United’s end made and they cancelled anyway. Simple as that.
Furthermore, there are no records on my end from 30 May of me requesting a refund. Where is proof of the record that you are referring to? The screenshots attached are the accurate correspondence of the situation, which disagrees with your claim of contact on 30 May (United then STILL proceeded to cancel my flight after my numerous emails stating not to do that).
United personnel misinterpreted the request and did not stay up to date on the claim, clearly causing internal confusion.
See attached for records of me requesting that NO CANCELLATIONS SHOULD BE MADE AND TO KEEP MY CURRENT RESERVATIONS.
Solution desired: 2 COMPLETELY FREE tickets on the 1 Sep 2025 flight from DEN/COS airport to BWI for United personnel’s incompetence and misinformation during this entire situation.

Sincerely,

Elizabeth Baltimore
Initial Complaint
Date:06/05/2025
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.
Dear Better Business Bureau,I am writing to formally complain about United Airlines failure to comply with the ********************************** refund regulations concerning my cancelled flight.I was traveling with my partner on economy tickets when our flight was cancelled due to weather-related issues. United Airlines issued a refund for the unused tickets, but only as flight credit instead of returning the funds to our original form of payment (credit card). At no point were we given any notification or opportunity to choose how we wanted the refund processed.I have contacted United Airlines directly to resolve this issue. However, they informed me that they could not do anything because, allegedly, I had already responded with my preferred refund method. This is falseI never received any such communication, email, or request regarding the refund preference. The only email I received was a notification of the refund amount, with no option or instruction for me to select payment type.According to the **** automatic refund rule effective October 28, 2024, airlines are required to issue refunds to the original form of payment automatically for cancelled flights unless the passenger explicitly agrees to accept travel credit or vouchers. I did not agree to this, and I want my money refunded to my credit card immediately.Due to the severe delay and poor customer experience, I have no intention of using United Airlines again, so a flight credit is unacceptable. I respectfully request the BBBs assistance in resolving this matter so that United Airlines complies with the law and processes my refund back to my credit card promptly.Thank you for your attention to this matter. Please feel free to contact me for any further information.Sincerely,******** ************ *** ** Flight Number: UA5219 Confirmation Code:JJ86BN
Business Response
Date: 06/09/2025
Dear Ms Smith:

I am responding to your BBB Case #23431573.

According to my research, a refund in the amount of $101.48 was issued on May 10, 2025.

Payment was issued to a credit card ending in 9253.

If there was another ticket from which you were expecting a refund, please provide me with the ticket number.

Thank you for flying with us! We look forward to welcoming you on board soon!

Kind Regards,

Melanie
Customer Care Management
Case ID: 174925342065911
BBB Case #23431573
Customer Answer
Date: 06/09/2025

Complaint: 23431573

I am rejecting this response because the refund payment was not issued to the card that I paid with. On the refund confirmation image, it says the money was refunded to the card ending in 9253. I don't know where that card is from but it's probably the account number for the united travel credit, not my credit card. The card I paid with ends in 0418 (I attached payment confirmation as well).

Sincerely,

Samantha Smith
Business Response
Date: 06/10/2025
Dear
Mr. Wu and Ms. Smith,

I’m
glad to receive your reply and appreciate having an opportunity to address your
concerns and requests. I’m sorry to
learn your continued disappointment and apologize for your refund
discrepancy. Generally, when a refund is
issued, the refund will go back to original form of payment used to purchase
the tickets. Based on my findings, the
form of payment used to purchase your tickets ended in 9253 (see ticket
information below). If you have purchased
your tickets through a travel agent, we advise you to contact your travel agent
regarding your refund.

You
may also reach out to our Refunds Department (https://www.united.com/en/us/refunds)
for further clarification regarding your refund discrepancy.

Thank
you for your understanding.

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 174957603790169 / 33887685
BBB
COMPLAINT # 23431573

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

CONFIRMATION
NUMBER: JJ86BN

NAME
ON TICKET: SMITH /SAMANTHA JEAN MR.
TICKET
NUMBER: 01672340650443
TICKET
ISSUE DATE: 19MAR25
TICKET
AMOUNT: $348.37USD
FORM
OF PAYMENT: CREDIT CARD ENDING IN 9253
REFUND
AMOUNT: $101.48USD
REFUND
ID: 46737708

NAME
ON TICKET: WU / JONGYEU MR.
TICKET
NUMBER:
TICKET
ISSUE DATE: 01672340650524
TICKET
ISSUE DATE: 19MAR25
TICKET
AMOUNT: $348.37USD
FORM
OF PAYMENT: CREDIT CARD ENDING IN 9253
REFUND
AMOUNT: $101.48USD
REFUND
ID: 46736287

ETICKET:
UA1278   02MAY25 EWR-IAH (STATUS: USED)
UA5219   02MAY25   IAH-LFT (STATUS: REFUNDED)
UA5255   04MAY25   LFT-IAH (STATUS: REFUNDED)
UA1886   04MAY25 IAH-EWR (STATUS: USED)

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

PASSENGER: SAMANTHAJEAN
TICKET(S): 0167234065044
REQUEST
ID: 46737708

PASSENGER: JONGYEU
TICKET(S): 0167234065052
REQUEST
ID: 46736287

We've
processed the refund today.

If
your ticket was purchased using a credit card please allow 7 days for the
credit to post to your account. For check payments, please allow sufficient
time for the check delivery. You may also view the refund details using the
Check Refund Status link below and enter the 13-digit ticket number or 8-digit
Request ID listed above.

Refund
Amount/Currency: 101.48 USD
Form
of Payment: CA ending in 9253
Refund
processed date: May 10, 2025

Thank
you for flying with us! We look forward to welcoming you on board soon!

Sincerely,
United
Refunds
Customer Answer
Date: 06/16/2025

Complaint: 23431573

I am rejecting this response because:
The airline claims they issued a refund for a canceled flight, but the funds were sent to a card ending in 9253. I do not have a card with that number and have no access to whatever account that may be. This is not the card I used to purchase the tickets. I have attached documentation that clearly shows the original payment was made using a card ending in 0418. The refund should have been returned to that card, and I have not received the funds.

Sincerely,

Samantha Smith
Business Response
Date: 06/20/2025
Hi Samantha,

I am again responding to your BBB Case #23431573.

I noted that you purchased your ticket from a travel agency.

United Airlines issues refunds to the original form of payment. Since your travel agency purchased the ticket in this instance, the refund went to the credit card they used for the purchase. Please contact then directly for the recovery of the funds you paid.

Thank you for allowing me this opportunity to address your concerns.

Kind Regards,

Melanie
Customer Care
Case ID: 175025632142556
BBB Case #23431573
Initial Complaint
Date:06/05/2025
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.
I received an email from *********************************** stating that there was a policy violation on my account. At the same time, there was also an account compromise for the account (and other personal information which forced me to file a report under *****************) in question. United Airlines compliance team failed to provide any proof distinguishing my involvement and failed to provide any support after mentioning to them the account needed support for the compromise in question. Their team then started to share that there were earlier reports of violations, which upon sharing my details seemed to no longer be a concern on their end (email threads can confirm the change in tone based on the back and forth). The conversation ended as their compliance team has failed to provide any proof of wrongdoing, failed to support a loyal customer who needed support with their highest tier status of account ***************************, and failed to provide any proof for their claims.
Business Response
Date: 06/10/2025
Hi Harun,

I am responding to your BBB Case #********.

Our Corporate Security officers advised that they had spoken with you extensively, explaining why your MileagePlus account has been permanently closed. There is currently no option to reinstate the account.

Thank yo for allowing me to respond.

Kind **************************************** Management
Case ID: ***************
******************** Case #********
Customer Answer
Date: 06/11/2025

Complaint: 23428935

I am rejecting this response because:
The business falsely accused and closed the account, while also failing to explain why I was not compensated for the funds within that account. In addition to the mileage, tier level, and loyalty, United also did not issue out my accumulated funds that I stored under their United *********** account. $400.00 are missing and need to be refunded by the business, in addition to a compensation or other correction for the falsely closed account.
Lastly, the business was requested by the customer to share information and justification via any data or information that connected the businesss claims to close the account, which the business also failed to do.
Sincerely,
Harun Bakimli
Business Response
Date: 06/13/2025
Dear Harun,

I am again, responding to your BBB Case #********.

I regret you remain to be dissatisfied with my response.

Corporate Security officers determined that your MileagePlus account should be
permanently closed. There is currently no option to reinstate the
account. This is their final decision and I have nothing further to add.

Thank you again for allowing me to respond.

Kind Regards,

*******
Customer Care
Case ID: ***************
******************** Case #********
Customer Answer
Date: 06/13/2025

Complaint: 23428935
I am rejecting this response because:
Citing a violation of Rule 10 regarding the sale/barter of miles or upgrades:
1) United representatives assisted me in using my points for other travelers, making them complicit to whatever they claim to be the challenge. There are no other uses of points for travel other than for myself. This can easily be supported by matching any notes from the **** and the support at that time with the support received.
2) The older date range in question for my account was compromised, leading to the alleged violation. This was also shared and proven via my exchange with United. Again, no proof or evidence was shared besides an allegation.
For the alleged claims: I am requesting detailed evidence, as nothing has been shared with me. Include specific evidence of the "attempt to barter/sell upgrades on an online auction site. The ** team needs to share the **** date, and any other identifying information from the alleged auction site. This is a right in legal statute at both the state and federal level.
If a resolution cannot be reached, I am asking for an escalation to this issue: Either via a request to speak with a supervisor or someone higher up in the MileagePlus ********************** ** failed to provide an explanation for refunding the funds in my United ************ or the reason why a new account cannot be opened to reinstate the earned miles and points.
From the support received thus far, this seems to lean much closer to the business lack of care to resolve the issue.
DoT report: in progress
FTC Report: created
Sincerely,
Harun Bakimli

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