Business Profile

Airlines

United Airlines, Inc.

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Complaints

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

Customer Complaints Summary

4,250 total complaints in the last 3 years.
1,373 complaints closed in the last 12 months.

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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:06/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have requested several times to have a flight credit originally issued to my mother (can only be used by her) converted into a Travel Certificate (can be used by anyone) because I was instructed to do this by two United agents via phone calls. My mother cannot travel for medical reasons and United has been very difficult to persuade, even though this is something they do on a regular basis I am told. Extremely poor customer service from this department (others have been helpful) and it feels as though they are intentionally trying to not assist travelers in order to keep the credit for themselves once it expires (12 months).
Business Response
Date: 06/09/2025
Hi *****,

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

We sincerely apologize for the frustration and inconvenience you've experienced while trying to convert your mothers flight credit into an Electronic Travel Certificate.

We understand how important this matter is to you, especially given your mothers medical situation, and we're truly sorry for the lack of clarity and support you've encountered. Your experience does not reflect the standard of service we strive to provide, and we regret that your interactions with our team have left you feeling disappointed.

Sometimes, unexpected events arise, and I understand ****** *** need to change or cancel her travel plans. On behalf of our United family, please accept our well wishes.

I understand you would like to convert your mother's flight credit into an Electronic Travel Certificate (ETC). However, I regret to inform you that we're unable to honor your request as it is beyond our ticket terms and conditions. Please be advised that our ticket is valid for one year from the date of purchase, and travel must commence before it expires.

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.

Also, our records indicate that the travel credit remains valid until April 7, 2026, so there is still an opportunity for her to use it for future travel with United Airlines.

Since ****** was unable to travel due to a medical reason, I can request a possible refund from our Refunds team for review. However, I'll need more information from you. When you have a moment, please provide a clear copy of the letter (on letterhead) from her physician confirming that she is unable to travel prior to the expiration of the travel credit. The Doctor's note should include their full name, hospital, NPI number, Doctor's physical signature or clinic address, and contact details (e.g., phone number, email, etc.), and the patient's name, date of birth, and contact details. If it's due to an immediate family member's well-being, include the name and relationship with you.

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

Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.

Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Although they did not help much based on this action, separately they did resolve my issue. The right hand was not talking to the left hand it seems,since I was dismissed by the BBB response but then another agent resolved my issue in exact opposition to what the first responder stated. Anyway, the simple task that I requested has been completed by United. Thanks.

Sincerely,

***** *****
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traveled with United Airlines on May 7, 2025, on flight UA5078/UA558, and upon arrival, I found that several high-value personal items were missing from my checked baggage.I filed a baggage claim (Reference #: BOS12016P) on May 14, 2025, and submitted complete documentation, including valid receipts for over $10,000 worth of missing items.Unfortunately, my claim was denied due to a minor mistakeI accidentally selected 1 time instead of 2 times on the claim form. I immediately followed up to clarify the error and re-submitted all supporting documents, but I have received no response from United Airlines despite multiple emails.This is not only a significant financial loss but also reflects poor customer service and a failure to properly review a fully documented claim. I am requesting that United Airlines:Re-open my claim and properly review the documentation Reimburse me for the documented value of missing items If this issue is not resolved promptly, I will escalate the matter to the ********************************* (***) and consider other legal options.
Business Response
Date: 06/09/2025
Dear *****,

I am writing in response to your BBB Case #********.

I am sorry to learn of your illness but hopeful that you are now fully recovered and in excellent health.

I noted that your miles expired in April of 2018. This indicates there had been no activity in your account since 2017.

While the miles cannot be reinstated, please know that you have lost neither your Million Miler nor your Premier Gold status. Also, any miles you earn from this point forward are exempt from expiration.

We thank you for your loyal patronage and we look forward to the privilege of welcoming you back aboard soon.

Kind Regards,

*******
Customer Care
******************** Case #********
Customer Answer
Date: 06/09/2025

Complaint: ********

I am rejecting this response because:

Thank you for your response to BBB Claim #********.

I appreciate your willingness to assist. However, I want to clarify that I already submitted a complete baggage claim on May 14, 2025, under File Reference #: BOS12016P, for missing items from my flight on May 7, 2025 (UA5078/UA558).

The original claim included:

A completed baggage claim form
Valid receipts and documentation totaling over $10,000 in losses
Multiple follow-up emails to clarify a minor form selection error

To date, I have not received any communication or update from the ************************** I am happy to cooperate, but being asked to restart the processafter already following all the correct stepsfeels dismissive of the time and documentation Ive already provided.

Before I resubmit anything, I respectfully request:

Confirmation that my original claim is still on file and being reviewed
Assurance that this case will be prioritized and handled without unnecessary delay
A specific contact or update from the team currently reviewing File #: BOS12016P

I hope we can work toward a timely and fair resolution. Thank you again for your attention.

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

Business Response
Date: 06/11/2025
Dear *******:

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

I was able to confirm that your File #: BOS12016Pnwas registered with our ************************* (BRC).

Please know that only BRC can process your claim. ************* is not equipped to assist in these matters.

Thank you for your understanding.

Regards,

*******
************* Management
Case ID: ***************
******************** Case #********
Customer Answer
Date: 06/12/2025

Complaint: ********

I am rejecting this response because:
Thank you for following up. I am writing to formally reject United Airlines latest response to BBB Case #********.
While they confirm that my claim (File #: BOS12016P) was registered with the ************************* (***),
this response again fails to address the core issue:

I submitted this claim on May 14, 2025, after my flight on May 7, 2025 (UA5078/UA558)
The total value of the missing items is over $10,000, all supported with valid receipts
I sent multiple follow-up emails clarifying a minor error on the claim form
To date, I have received no contact or meaningful update from the *** no acknowledgment of the documents, no response to emails, and no indication the case is being reviewed

Being told repeatedly that only *** can handle it, without any action or direct contact from them, is not a resolution it is deflection.
I am not asking for policy explanations I am asking for United to take this claim seriously, assign someone to follow up, and provide a timeline for resolution. I have followed all required steps on my end and provided complete documentation.
Thank you to the BBB for your continued support in helping ensure this case is addressed fairly.

Sincerely,
******* *****
Initial Complaint
Date:06/04/2025
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.
Hi, I reached out already via the ************* email. My ******************** Plus number is UJU34440. I am extremely disappointed with the provided resolution of the complaint, as I was only provided a $50 voucher. For context, my flight on March 6th was significantly delayed. There were no adverse weather conditions that prompted this delay. The flight did not take off until roughly 9:50pm and it was scheduled to depart at 8:30pm. That is unacceptable. This significantly affected my rest in anticipation to the **** festival on those dates, especially as I had a work event on Friday related to the festival. This had a significant inconvenience to my plans and considering that I am both a loyal Mileage Plus member as well as posing an issue to my plans, I was expecting a fairer compensation. I would like this to be reviewed with all of these factors in consideration.
Business Response
Date: 06/05/2025
Hi *******,

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

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

We sincerely apologize for the inconvenience this caused, especially given your plans surrounding the **** festival and your work commitments. We understand how important your travel arrangements are and regret that we fell short in delivering the experience you expected.

I researched the details of the flight, and because the flight UA1261 from ****** to ****** was impacted by a minor delay due to controllable reasons, it is not eligible for compensation. Regarding the compensation, we want to clarify that the $50 electronic travel certificate provided was already beyond our standard policy for delays of this nature.

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

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

Regards,

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

Complaint: 23426784

Thank you for your response! I am politely asking for a total $100 in compensation in the form of a voucher. I am not requesting a total refund of the flight amount. This will certainly cover the toll that this inconvenience set on my SXSW plans. I find this utterly reasonable and fair for both parties.

Sincerely,

******* *****
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 additional compensation request. I appreciate the opportunity to respond to your concerns.

I'm sorry our offer didn't meet expectations.

Please know that the compensation offered was beyond our standard policy, reflecting our commitment to addressing your concerns. Unfortunately, we are unable to provide additional compensation at this time.

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.

Regards,

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

Complaint: 23426784

I find it hard to believe that providing $50 in compensation for a 1.5 hour delayed flight is beyond standard policy. This is utterly unacceptable and that is all.

Sincerely,

******* *****
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally express my deep disappointment and concern regarding United Airlines handling of my recent inquiry to the MileagePlus team. As a Million Miler and long-standing loyal customer of **********************, I was shocked to discover that the hundreds of thousands of miles I had rightfully accrued had been removed from my account. When I contacted the MileagePlus team for assistance, I clearly explained that I was unable to travel in 2018 due to undergoing intensive chemotherapy and radiation for stage 4 cancera period during which my health took absolute precedence. I asked that my miles be reinstated now that I am finally well enough to travel again. Not only was my request dismissed without empathy, but the representatives I interacted with were also **** and unhelpful. Despite my elite status with the airline and the extenuating, life-threatening circumstances I endured, my situation was met with zero compassion or flexibility. This experience has left me feeling disrespected and devalued by a company I have supported for many years. Uniteds disregard for both my loyalty and my health crisis is appalling.
Business Response
Date: 07/07/2025
Dear Ms. ****************** glad to receive another feedback from you. Im sorry to learn of your health conditions,and apologize for the discrepancy you described regarding your MileagePlus account **********

Generally earned miles from your MileagePlus do not expire. ******************************************************************

If your miles have expired, and there is a discrepancy on your MileagePlus account, members are asked to contact the MileagePlus ************** at **************. The service center will need to review your account to determine the cause of your discrepancy.

Thank you for your patience and understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 34454196
BBB COMPLAINT # ********

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

6/9/2025 2:31:02 PM
Dear *****,
I am writing in response to your BBB Case #********.
I am sorry to learn of your illness but hopeful that you are now fully recovered and in excellent health.
I noted that your miles expired in April of 2018. This indicates there had been no activity in your account since 2017.
While the miles cannot be reinstated, please know that you have lost neither your Million Miler nor your Premier Gold status. Also, any miles you earn from this point forward are exempt from expiration.
We thank you for your loyal patronage and we look forward to the privilege of welcoming you back aboard soon.
Kind Regards,
*******
Customer Care
******************** Case #********
Customer Answer
Date: 07/16/2025

Complaint: 23420303

I am rejecting this response because:
Hi,

There was no option for me to accept or reject the business' response - I wanted to reject it and add additional commentary, but it would not allow me to. I'm very disappointed in the way they handled my case. They told me to reach out to their team, who I stated I'd already spoken with.

*****

Sincerely,

***** *****
Business Response
Date: 07/16/2025
Dear Ms. **************** glad to receive your reply and appreciate having another opportunity to address your concerns and request. Im sorry to learn your continued disappoint regarding your expired miles (MileagePlus account - *********

As previously advised, members experiencing discrepancies on their MileagePlus account are asked to contact the MileagePlus ************** at **************. The service center will need to review your account to determine the cause of your discrepancy.

Thank you for your patience and understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 34732435
BBB COMPLAINT # ********
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a formal complaint against United Airlines regarding a severely disrupted international trip and a lack of cooperation in resolving the resulting issues.On February 28, 2025, I booked a direct round-trip flight from ****** (EWR) to ******** (TLV), scheduled for May 1318, and I included the travel insurance offered during the booking. On May 6, United canceled my outbound direct flight and rebooked me on a significantly longer itinerary via ******. On May 9, United canceled my return direct flight as well and offered no alternative solution. The outbound connection was later canceled again. Ultimately, I was only offered partial transportation to ******, leaving me stranded to make my own arrangements at great personal ********** a result, the trip turned into a 20+ hour ordeal each way, causing extensive stress, lost family time, and significant financial loss including over $1,500 in out-of-pocket costs for rebooking, lodging, and related expenses. To make matters worse, the travel insurance I purchased during the same transaction was never completed, and United has been entirely uncooperative in addressing my concerns.I am requesting full reimbursement of my additional expenses and a formal explanation from United regarding these failures. If no resolution is provided, I intend to pursue further recourse through regulatory channels.
Business Response
Date: 07/07/2025
Dear Mr. ***************** glad to receive another feedback from you. In review of your case, our records show that we have previously address your concerns regarding flight disruption on May 13th, 2025.
See Case ID: ***************

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

Though I am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. I am sorry to learn your continued disappointment regarding your cancellation to ****** (********) on May 13th, 2025. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.

As you are aware, the local political situation in ******** prevented airlines from operating as scheduled for an extended period,displacing many passengers. Though our goal is to do everything possible to accommodate our passengers as local conditions permit.

The disruption to your trip was caused by acts of war, which are considered circumstances outside Uniteds control; and the cancellation could not have been prevented even if we would have taken all reasonable measures possible. Regrettably, we are unable to comply with your request for compensation. Section A of the Notice indicates that United will provide the following options:

Refund unused ticket (or partially unused)
Reschedule and/or exchanged tickets.

United Airlines will not reschedule passengers to travel on other airlines to ******,as most other carriers are also cancelling their flights.

Should a customer decide to reschedule and/or exchange their tickets to an alternate destination, they are responsible for arranging their own transportation; and will not be reimbursed for the alternate travel they have booked on their own.

Therefore,we respectfully regret your reimbursement request has been declined for the alternate ticket(s) and expenses you have incurred traveling.

Your understanding of Uniteds position is appreciated. We empathize the events have caused hardship for many, and we will continue to monitor the situation. We wish you safe travels and look forward to welcoming you on board under more favorable conditions.

Sincere regards,

***** ********
Customer Care Manager
**********************
Case ID *************** / 34453186
BBB COMPLAINT # ********

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

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

6/19/25 | 4:47 PM
Hi *******,
Please accept my sincere apology that we are not liable for your out-of-pocket expenses due to the uncontrollable cancellation.
Please feel free to reach out if you have a different complaint. We now consider this case closed.
Regards,
******** *******
Executive Solutions Manager
United Airlines
Customer Care
Case ID: ***************
Customer Answer
Date: 07/08/2025

Complaint: 23418690
Dear United Airlines Executive Relations,
Thank you for your reply and for acknowledging my continued efforts to resolve this matter. However, I must respectfully express that your response does not adequately address the core of my complaint.
I fully understand that the cancellation of my flight to ******** on May 13, 2025, was due to geopolitical events beyond your control. That is not the basis of my grievance. My concern is with how United handled the rebooking process, the communication failures, the abandonment of the return leg, and the denial of access to services that were paid for including travel insurance purchased in the same transaction.
To clarify:
After the initial cancellation, I was rebooked on an alternate outbound itinerary with a connection which was then canceled again.
United was unable to provide any viable alternative or assistance for my return flight.
I was offered nothing more than a partial flight to ******, leaving me stranded without further support.
As a result, I incurred over $1,500 in additional out-of-pocket expenses to piece together my round trip, along with lost time, lodging costs, and significant disruption.
The insurance I purchased directly through United was never finalized or activated, leaving me exposed despite having made the payment as part of the same booking.
Your reply does not account for any of these issues. Stating that these matters are outside of your control may apply to the initial cancellation but not to the failure to support a stranded customer, nor to the lack of transparency about insurance, nor to the lack of effort to mitigate further hardship once the disruption occurred.
At the very least, I am requesting reimbursement for the out-of-pocket expenses I incurred due to Uniteds failure to complete the trip or provide alternatives.
I appreciate your time and once again respectfully ask that you review this case not just from a policy standpoint, but from the lens of customer care and responsibility.

Sincerely,

******* ****
Business Response
Date: 07/09/2025
Dear *********************** you for the opportunity to address your additional concerns regarding your travel. After a final review of your flight experience and your additional feedback, we will maintain our decision. Respectfully your reimbursement request for your unexpected travel expense has been declined. At this time, United has fully responded to your concerns and considers this matter closed. I recognize you feel the issue has not been resolved, and I'm very sorry we're unable to reach an agreement to resolve this issue. Once again, Im sorry for everything that happened.

While we wont be able to honor your request, please know that we truly value your feedback. Your comments are incredibly important to us as we continuously work to improve everyones travel experience.

With your feedback in mind, we'll make every effort to leave a better impression the next time you fly with us. I understand and greatly appreciate the loyalty youve shown us, and hope our team gets the opportunity to welcome you on board another United flight very soon.

Regards,

***** ********
************* Management
**********************
Case ID: *************** / 34515990
BBB COMPLAINT # ********
Customer Answer
Date: 07/10/2025

Complaint: 23418690

I am rejecting this response because: Just read your response and see how unprofessional and uncaring you are as an airline and as humans

Sincerely,

******* ****
Initial Complaint
Date:06/03/2025
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.
Im filing a complaint against United Airlines for misleading marketing and inconsistent delivery of travel benefits tied to its co-branded United Explorer Card, issued by *****. United advertises two complimentary United Club lounge passes annually. However, Ive been consistently denied entry at my home airport (SFO) due to capacity issues over the past couple of years while still paying the $95 annual fee. The ****************, a frequent international destination, has remained closed since 2020 with no alternative offereddespite United operating regular flights there.I began contacting United on April 26, 2025. On April 21, I was denied access again at *** and called Uniteds customer service. The representative deflected responsibility and redirected me to ****** I followed up online on April 29 and received a vague reply from a lead representative. On April 30, I was told the case was closed and no further responses would be issued. Meanwhile, a different representative offered a small 2,500-mile goodwill credit (~$35 value) hardly proportional to the time, confusion, and service failures experienced.I have since downgraded the card due to lack of benefit accessibility. I am requesting a gesture of good faith from United to acknowledge the time lost and failure to deliver advertised services. Acceptable compensation would include: a $100$200 United travel voucher, ************ MileagePlus miles, a guaranteed United Club day pass, or a complimentary domestic upgrade certificate.United actively promotes this card under its brand, both online and in-flight. If it cannot honor the benefits, it should not market them as guaranteed. Customers deserve consistency and accountability when making loyalty-based financial decisions.Attached is the email correspondence between me and United *****************
Business Response
Date: 06/05/2025
Hi ******,

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

We sincerely apologize for the frustration and inconvenience caused by the issues you've encountered with lounge access and the inconsistent delivery of the benefits associated with your card. I know you expected an enjoyable and great place to relax, and I regret that this wasn't the case.

At United, we highly value our customers and their loyalty. We regret that your experience did not meet the standards we strive to uphold, particularly regarding the misleading perception of lounge access and the unavailability of services at your home airport due to capacity constraints and internationally. We understand how disappointing it must be to pay for benefits that are not consistently accessible, and we apologize for any confusion and inconvenience this has caused.

We also regret the challenges you experienced seeking assistance from our customer service team, including redirection and inconsistencies in communication. This is not the level of service we aim to provide, and we are sorry for any additional frustration this has caused.

To make amends, I will send you an electronic travel certificate as a goodwill gesture. You can use this certificate to purchase your next United, United Express, and our partner airlines' flights. It will arrive via email in the next few business days.

We appreciate your feedback regarding the benefits associated with the United Explorer Card. The United Club lounge access remains subject to capacity and availability, particularly during peak travel periods. Additionally, while we understand your request for specific compensation options, such as a guaranteed United Club day pass or a complimentary domestic upgrade certificate, we must respectfully inform you that these options fall outside of our standard compensation policies and are not available as gestures of goodwill.

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

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

Regards,

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

Complaint: 23416270

Thank you for the follow-up, and I acknowledge receipt of the $100 travel certificate. While I appreciate the tone and acknowledgment in this response, the issue I raised goes beyond a one-time inconvenience or goodwill gesture.
The core concern remains: United continues to advertise co-branded card benefits, particularly United Club access, without ensuring those benefits are functionally accessible. This isnt about peak travel periods; I was denied entry at *** repeatedly, at all times of day, over a multi-year period. The ************************************* has been closed since 2020 with no alternative provided. These are not isolated incidents, they represent a pattern of benefit inaccessibility.
I also want to clarify that this travel certificate was only offered after I filed a complaint with the BBB. Prior to that, United dismissed the issue entirely and closed my case without resolution. While I appreciate this gesture, it only reinforces my concern that without formal complaints, there would have been no acknowledgment or follow-through.
I respectfully leave this complaint open, as the underlying issue of benefit misrepresentation remains unresolved, and the policies that allowed it have not changed. Without real accountability or reform, this will continue to affect other loyal customers, and that's the concern I hoped would be taken seriously.

Sincerely,

****** ****
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 experience with the United Club lounge. I appreciate the opportunity to respond to your concerns.

Thank you for your detailed response and for bringing these important concerns to our attention. We sincerely apologize for the ongoing frustrations you have experienced regarding United Club access and the discrepancies between advertised benefits and their actual availability.

We understand that your concerns extend beyond isolated incidents, and we acknowledge the pattern of benefit inaccessibility you've described. It is never our intention to misrepresent our services or to undermine the trust of our valued customers. Your feedback highlights critical areas where we need to improve, and we are committed to reviewing our policies and procedures to address these issues effectively.

We also regret that the travel certificate was only issued following your BBB complaint and that earlier efforts to resolve your concerns were not satisfactory. Please be assured that your experience has been taken seriously, and we are dedicated to ensuring that such issues are addressed proactively moving forward.

Your feedback is invaluable in helping us enhance our service and uphold the integrity of our benefit offerings. We sincerely apologize for any inconvenience or disappointment caused, and we appreciate your patience as we work toward meaningful improvements.

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

Regards,

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

Complaint: 23416270

I am rejecting this response because:
Thank you for continuing to respond. I appreciate that United has escalated this for internal investigation, and I hope this results in meaningful review. However, I want to emphasize that:
An internal investigation means little without transparency, accountability, or any indication of concrete change. This issue is not about a one-time inconvenience. It reflects a persistent pattern of misrepresentation, benefit inaccessibility, and evasive customer service.
As I stated in my original complaint, I have since downgraded my card from the United Explorer to the no-annual-fee United Gateway card. This decision was not made lightly, but it was the direct result of repeatedly being unable to access the Explorer Cards marketed benefits, specifically United Club lounge access at *********************************** (SFO), my home hub, and at *******************************, a frequent international destination for me. In both cases, the perk was either denied due to capacity or entirely unavailable due to indefinite closure, with no viable alternative offered.
To make matters worse, United actively promotes the Explorer Card inflight through public announcements made by flight attendants. In every instance, the selling points emphasized include free checked baggage, priority boarding, and United Club lounge access. Lounge access is clearly marketed as a key reason to apply for the card, yet in practice, that benefit has proven inaccessible or unusable for years. This raises serious concerns about false advertising and deceptive business practices.
While I did receive a $100 travel certificate, it was only after I filed formal complaints with the BBB and the ****************************, not as a result of proactive service or acknowledgment of wrongdoing. That gesture, while appreciated, does not remedy the larger issue. United continues to promote a benefit that is structurally unreliable and often functionally unavailable.
My expectations at this point are clear:
A formal response explaining how lounge access policies, especially at hub airports like SFO, will be clarified to match marketing claims
A direct explanation of who controls lounge admission (United corporate vs. airport staff) so customers are not repeatedly deflected when denied entry
A public or policy-facing clarification about how United and ***** share accountability in the marketing and delivery of Explorer Card benefits
Confirmation that the feedback gathered from this case is being used to inform future marketing, eligibility disclosures, and service improvements, not just internally reviewed and archived
For full transparency, I have also filed a separate complaint with the Better Business Bureau against *************** the issuer of the United Explorer Card. Their **************** has confirmed that they are conducting an internal review. Given that both companies profit from the same co-branded product, it is essential that they work together to deliver the benefits they advertise and resolve the harm done when they fall short.
Until I receive a response that meaningfully addresses these points beyond generalized apologies or reactive gestures, I will keep this complaint open.

Sincerely,

****** ****
Initial Complaint
Date:06/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 16, I called united to book a ticker from SFO to LHR using my $1000 travel credit (PIN #***********. He booked my ticket (Conf #HMGRB6). The agent said fare is $1557.31 so he will apply $1000 travel credit and will charge $557.31 to my card ending 3500. Instead, I was charged the full $1557.31. He admitted the mistake, canceled the ticket, and promised a full refund.After two hours, I asked him to transfer my call to the supervisor, a supervisor rebooked a new ticket (Conf #HP86X6) for $1063.31, applying my $1000 travel credit and charging $63.31 to my card card ending 3500. On May 21, I saw only $582.31 refunded. Called united right away and supervisor said $582.31 was refunded to my card and $975 was mistakenly reissued as travel credit and used on the second ticket which supervisor booked (Conf #HP86X6). When I asked where my original $1000 travel credit went (PIN #***********, I was told to file a refund form (Tracking #********), which was denied.On May 23, spoke with Supervisor ******, asked to cancel the second ticket so there is no more confusion regarding me using the travel credit. After being on the phone with her for 4 hours she said she understood everything and she explained to her manager and manual $975 refund was processed back to my credit card ending 3500 by her mangerand will get it by June 2but I never received it. Called again on June 2nd was told to submit another refund form (Tracking #********). On June 3 today, after 3 hours on hold, a supervisor said the refund was issued as travel creditthen hung ***** question is why was my refund issued as travel credit when I was charged $1557.31 on my card? And if $975 was refunded as a travel credit then why does my account only show $1000 travel credit right now, why not $1975 (if you add up $975 with my original $1000 travel credit I had)? I'm so tired of calling united everyday for 4-5 hours but no reply. I want the $975 refund back to my card ending in 3500.
Business Response
Date: 06/06/2025
Dear Ms. *************** received your letter from the Better Business Bureau regarding your recent experience with us. In reviewing your case, I am very sorry to learn of your ticketing and refund discrepancy. 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 when you called us to book your flights.

Please know that I have reached out to our ****************** to request that both tickets be refunded back to the original form of payment. To ensure your refund is processed correctly,please know that any previous refund you have received in form of a travel credit will be voided. The refund process may take up to 14 business days. Once complete our ****************** will contact you to advise you of your new refund status.

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 look forward to the opportunity to leave you with a better impression of our service and to regain your confidence. 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 *************** / 33824369
BBB COMPLAINT # ********

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

CONFIRMATION NUMBER: HMGRB6
NAME ON TICKET: ********* **** - TJ453773
TICKET NUMBER: 01624871989613
TICKET NUMBER:
TICKET AMOUNT: $1557.31USD
RASCAL ID - ********

ETICKET:
UA 901 01JUN25   SFO-LHR (STATUS: REFUNDED)
UA 939 15JUN25   LHR-SFO (STATUS: REFUNDED)

REFUND STATUS:
VI CREDIT CARD ENDING IN: 3500 / $582.31USD

PROMOTION CODE: 25TCVA
PIN: **********
AMOUNT: $975.00
ISSUE DATE: 16MAY25

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

CONFIRMATION NUMBER: HP86X6
NAME ON TICKET: ********* **** - TJ453773
TICKET NUMBER: 01624872091124
TICKET ISSUE DATE: 16MAY25
TICKET AMOUNT: $1063.31USD

TICKET:
UA 901 01SEP25   SFO-LHR (STATUS: REFUNDED)
UA 900 15SEP25   LHR-SFO (STATUS: REFUNDED)

REFUND STATUS:
CC ENDING IN: VI 3500 / $63.31USD

PROMOTION CODE: 25TCVA
PIN: **********
AMOUNT: $10000
ISSUE DATE: 23MAY25
Customer Answer
Date: 06/09/2025

Complaint: 23414005

I am rejecting this response because: United refund team already resolved the issue. I have received a call and an email today from united refund team that they have issued the remaining $975 back to my credit card. Thank you

Sincerely,

********* ****
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
United canceled my flight UA9121 (******** to ***) on 8/15/24. Their customer service was unhelpful, suggesting I take a bus from ******** to ****** (***** km) or to ****** (an island). I had to buy my own ticket on ****************. I also endured a 15-hour layover and additional delays. Despite repeated complaints (Case ID: *******************************, United cited force majeure and refused reimbursement, showing poor support and no accountability. They closed my case unresolved. I request reimbursement, emotional distress compensation, and a travel voucher for the hardship.
Business Response
Date: 06/04/2025
Dear Mr. ******************* glad to receive another feedback from you regarding your recent experience with us. I am sorry to learn your continued disappointment regarding your flight disruption with our Star Alliance Partner (Lufthansa Airlines on August 15th, 2025 (UA9121 TLV to FRA operates as Lufthansa Airlines).

As you are aware, the local political situation in ******** 2024 prevented airlines from operating as scheduled for an extended period, displacing many passengers. Though our goal is to do everything possible to accommodate our passengers as local conditions permit.

The disruption to your trip was caused by acts of war, which are considered circumstances outside Uniteds control; and the cancellation could not have been prevented even if we would have taken all reasonable measures possible. Regrettably, we are unable to comply with your request for compensation or reimbursemnt. Section A of the Notice indicates that United will provide the following options:

Refund unused ticket (or partially unused)
Reschedule and/or exchanged tickets to travel on United Airlines in/out the following cities: ****** (***), ***** (AMM if operating), or ***** (DXB).

United Airlines will not reschedule passengers to travel on other airlines (*************** or El Al), as most other carriers were also cancelling their flights.

Should a customer decide to reschedule and/or exchange their tickets to an alternate destination, they are responsible for arranging their own transportation (i.e ATH-TLV), and will not be reimbursed for the alternate travel they have booked on their own.

Therefore we respectfully regret your reimbursement request has been declined for the alternate ticket(s) and expenses you have incurred traveling to/from ******** (TLV).

Your understanding of Uniteds position is appreciated. We empathize the events have caused hardship for many, and we will continue to monitor the situation. We wish you safe travels and look forward to welcoming you on board under more favorable conditions.

Sincere regards,

***** ********
Customer Care Manager
**********************
Case ID *************** / 33794297
BBB COMPLAINT # ********
Customer Answer
Date: 06/12/2025

Complaint: 23409523

I am rejecting this response because: I would like to clearly state that the issue has not been resolved to any degree of satisfaction. United Airlines offered a dismissive and unreasonable explanation, stating that they were unable to operate flights from ******** at the time. However, this does not excuse their complete lack of support. Dozens of other airlines were successfully operating from ********, and United made no effort to rebook me through one of these carriers.
In fact, the only options I was advised to consider were:
Taking a bus to ****** (approximately ***** km away),
Traveling to ******, which is an island country and not accessible by land, and
Reaching *****, over ***** km away.
All of these suggestions were completely impractical and insensitive under the circumstances.
Additionally:
I received no assistance whatsoever in rebooking through United Airlines or any of its partner carriers.
I was forced to purchase my own airfare on **************** from ******** to ****** in order to salvage my travel plans.
The failure of United Airlines to provide legitimate alternatives or support caused me severe anxiety and panic attacks.
I also endured:
A 15-hour layover in ******,
A delay on flight UA125 (****** to EWR),
A delay on flight UA1704 (LAX to EWR) on July 17, 2024.
I am requesting the following resolution:
A full refund for the unused portion of my original itinerary,
Reimbursement for the additional airfare and travel expenses I had to cover myself,
And a gesture of goodwill (such as a travel voucher) in recognition of the emotional distress and inconvenience caused.

Sincerely,

***** ******
Business Response
Date: 06/13/2025
Dear *** ******,

I'm very sorry we're unable to reach an agreement to resolve this issue regarding your reimbursement/compensation request. While we wont be able to honor your request, please know that we truly value your feedback. Your comments are incredibly important to us as we continuously work to improve everyones travel experience.

As previously advised, the local political situation in ******** 2024 prevented airlines from operating as scheduled for an extended period, displacing many passengers. The disruption to your trip was caused by acts of war, which are considered circumstances outside Uniteds control; and the cancellation could not have been prevented even if we would have taken all reasonable measures possible.

Customers who choose to reschedule and/or exchange their tickets to an alternate destination, are responsible for arranging their own transportation (i.e ATH-TLV), and will not be reimbursed for the alternate travel they have booked on their own.

Again,we empathize the events have caused hardship for many, and we will continue to monitor the situation. We wish you safe travels and look forward to welcoming you on board under more favorable conditions.

Sincere regards,

***** ********
Customer Care Manager
**********************
Case ID - ***************
BBB COMPLAINT # ********
Customer Answer
Date: 06/13/2025

Complaint: 23409523

I am rejecting this response because:

Sincerely,

***** ******
Subject: Rebuttal to United Airlines' Response Unresolved Complaint Regarding UA9121 Travel Disruption
Dear Better Business Bureau,
I am writing in response to United Airlines recent message dated [insert date], sent by Mr. ***** ********, ************* Manager, regarding my complaint tied to flight UA9121 and the events surrounding the disruption of my travel in August 2024.
While I appreciate United acknowledging the disruption caused by the political situation in ********, their response fails to address the core issues of my complaint:
United Airlines Failure to Provide Assistance or Alternatives:
At no point did United offer rebooking options, alternate flights, hotel accommodations, or ground transportation support. I was left entirely on my own to secure replacement flights and accommodationsdespite being a confirmed ticketed passenger on a United-operated international itinerary.
Absence of Timely Communication:
I received no proactive notifications, instructions, or personalized guidance from United during this emergency. Other airlines managed to communicate and coordinate care for their stranded passengers. United did not.
Misapplication of Acts of War as a Blanket Exemption:
While I understand force majeure clauses, they do not absolve a carrier of all responsibilityespecially in cases where the airline fails to fulfill basic duties of care during international disruptions. United's complete abdication of responsibility is not in line with the *********************************'s policies on international passenger rights or with ethical travel industry practices.
Lack of Refund for Unused Segment:
I am also requesting reimbursement for the unused portion of my original ticket and compensation for having to purchase replacement airfare (ATHTLV) at my own expense, under duress.
Given that I incurred $1,000+ in additional expenses due to Uniteds lack of support and refusal to assist in rebooking or refunding, I do not find this matter resolved. I respectfully request the BBB to keep this case open and reflect my rebuttal in the record.
I hope United Airlines will re-evaluate its position and take a more responsible approach toward resolving this matter fairly and ethically.
Sincerely,
Dr. ***** ******
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My aunt and I flew from ********** to ******* January 9 2025. We were originally scheduled on a Delta Flight, but due to delays and weather we were rerouted to a United flight. We arrived but our luggage did not. We notified the baggage claim personnel and they filed necessary paperwork and said it would be delivered to the address we provided when they found it. It did arrive over 48 hrs later. We submitted interim expenses as we were directed, my Aunt submitted hers a few days latter than I did. I have called several times to check on the status and have sent letters and emails and all I get is a runaround from them. They say they have my info but not my Aunts and they need me to resend hers, so I did and was told they received it but when I call for status they say they have not gotten it. I have asked to talk with a supervisor but most of the time they say no. One time I talked with someone they said was a supervisor, I explained the situation to her and she said to send my Aunts info and they will get back to me within ***** hrs. Im still waiting for resolution, and its been going on for nearly 5 months. On the most recent call They say they will pay me ****** but that does not cover my Aunts expenses of $218.20. And when they pay me they close the claim. I want payment for both myself and my aunt before they close this claim for interim expenses.I have several documents to help with this claim, however Im having trouble sending them through this site.
Business Response
Date: 06/04/2025
Dear Ms. ******* an Ms. ***************** received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn of your baggage delay when you traveled with us on January 9th, 2025. From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.

In review of your case, our records show that you have been in previous correspondence with our ************************* regarding your baggage delay and your reimbursement request (Baggage Claim: IAH47974M). Our records do show that our baggage center had previously paid you $126.63USD for your expense;however they have also advised you to resubmit your aunts (******* ******) for reimbursement consideration. Please understand, all baggage related issues (delayed, lost or damaged) are strictly handled by our baggage center. Passengers that have additional concerns and/or discrepancies regarding their claim settlement are advised to contact our ************************* at **************.
.
We appreciate your support and understanding regarding this matter. We consider it a privilege to serve you and look forward to the opportunity to see you aboard the friendly skies of United soon. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.

Regards,

***** ********
Customer Care Management
**********************
Case ID - ***************
BBB COMPLAINT # ********
Customer Answer
Date: 06/05/2025

Complaint: 23409294

I am rejecting this response because:
1. I have not received any compensation from United for my lost luggage and
2. I have sent my Aunts claim twice and we keep being told that it has not been received even though I received an email saying they did receive it.
3. I have tried several times to talk with someone to resolve this claim, by calling your help number, and I keep getting people who seem challenged to understand the English language and just keep trying to delay any resolution at all.
4. At this point I feel I am owed a personal call from someone at United who understands the English language, who truly is interested to settle this claim. I am willing to resend everything required to get to a reasonable settlement for both my Aunt and myself while working with this one agent from United.

Sincerely,

**** *******
Business Response
Date: 06/09/2025
Dear Ms. ******* an Ms. ***************** glad to receive your reply and appreciate having another opportunity to address your concerns and request. Im sorry to learn your continued disappointment regarding baggage claim discrepancy with our *************************. As previously advised, all baggage related issues (delayed, lost or damaged) are strictly handled by our baggage center. Passengers that have additional concerns and/or discrepancies regarding their claim settlement are advised to contact our ************************* at **************.
.
Thank you for your patience and understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID - ***************
BBB COMPLAINT # ********

BAGGAGE CLAIM: IAH47974M
Customer Answer
Date: 06/13/2025

Complaint: 23409294

I am rejecting this response because:
I have made several attempts to resolve the issue of a refund through their resolution phone line. They have been no help over the past 6 months. Their own paperwork says this should take up to 8 weeks to resolve. We are way past that. There is a communication issue that needs personal attention.
At this point United is just verifying my claims that this does not work. Whoever is looking into my claims is not able to get anything from the resolution center either or they are not taking the time to deal with the resolution center themselves to verify my claims and they are not willing to talk with me personally to clear this issue up either. I again claim they have no interest in resolving this claim. They just want to pass the issue off on the resolution center, who also has no interest in resolving the issue.

Sincerely,

**** *******
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint regarding an unacceptable travel experience involving multiple United Airlines-operated flights booked through ****************. While my itinerary was originally issued by **********, the severe issues I faced stemmed from Uniteds operations.Specifically:Every single United leg of my journey was either delayed or cancelled, with minimal to no support from United staff at the time.Despite being allowed to book my ticket just days before travel, I later learned that ************** was already experiencing significant operational disruptions. I was not warned about these conditions before purchasing.Due to the above, I was stranded, forced to spend money I could not afford on last-minute hotels, taxis, and meals to accommodate the unplanned disruptionsexpenses I had no budget ****** make matters worse, my baggage was lost on the return leg of my trip, only arriving nearly three full days later, further compounding the stress and inconvenience.When I submitted a claim to United, it was dismissively denied, citing that the booking was made through **********. However, the delays, cancellations, and mishandling of baggage occurred on United-operated flights, and it was United personnel who failed to assist when support was most needed.This experience has been beyond frustrating. I was left without proper assistance, incurred unexpected costs, and dealt with the added burden of lost luggage. I am requesting:Full reimbursement of my out-of-pocket expenses (receipts can be provided upon request).A formal review of how United handled this case, especially considering the known Newark disruptions at the time of ticketing.Appropriate compensation for the inconvenience, emotional stress, and poor treatment endured during this trip.I hope United will take responsibility and demonstrate a commitment to customer care by resolving this matter promptly.
Business Response
Date: 06/04/2025
Dear Mr. ***************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your flight from ****** on May 9, 2025.
I am sorry to read about your travel experience.
I regret I must respectfully decline your request for reimbursement and/or compensation as flight was cancelled per Air Traffic Control.
This decision was out of United Airlines control.
We appreciate your business and understanding.
Regards,
********* *.
Customer Care Management

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