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.
1,377 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:06/02/2025
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
Initial Complaint
Date:06/02/2025
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 5/25/2025 I flew from ************ to **************** Airlines (Economy Saver). I provided my United Mileage Plus number (HY615786) but did not receive mileage credit.I used the missing mileage form on **************************, but my request was denied with no explanation. According to the United website, Economy Saver tickets are eligible for mileage credit.I attempted the chat on ************************** but ended up in a loop with the Virtual Assistant, who provides the same canned answers over and over; there seems to be no way to get a human.I attempted to contact United **************** on **************************, but the menu does not include mileage credit requests.
Business Response
Date: 06/04/2025
Dear Ms. ****************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your mileage credit.
I am sorry to read about your overall experience.
Please send email to ************************************************* and send them your confirmation code, ticket number and a brief explanation of the flight segments for the itinerary.
We appreciate your business.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 06/05/2025

Complaint: 23406964

I am rejecting this response because this is another attempt to stonewall me and my concerns have not been addressed.

Sincerely,

****** *******
Business Response
Date: 06/09/2025
Dear Ms. ********************* know that I am not trying to stonewall your concerns, I am informing you that you must contact our MileagePlus service center as they can better assist you with your concerns.
We appreciate your understanding.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 06/09/2025

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:06/02/2025
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.
On 4/9/2025 flight UA4844 from MOB to *** was delayed multiple hours due to the pilot leaving his iPad in an ***** This was confirmed by the pilot as the sole reason for the delay. Since this flight was delayed it caused us to miss our connection in *** to BZE on same day. No additional flights were available the same day, so our arrival into *** was delayed 24 hours. United employees promised reimbursement of loss funds for the 24 hours of the trip that was missed. This was also a working trip and there was a loss of income related to the 24 hour delay. United is now refusing reimbursement and compensation that was originally promised via telephone calls with United on 4/9/2025 and with United Employees at ***.
Business Response
Date: 06/03/2025
Hi ****,

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

Thank you for reaching out and providing the details of your travel experience. I want to begin by sincerely apologizing for the disruption you experienced on April 9, 2025, with Flight UA4844 from ****** to ********** for the resulting missed connection to *******

We understand how frustrating and disappointing it must have been to learn that your delay was caused by such an unusual circumstance, and even more so when it resulted in a full 24-hour delay to your destination. This not only disrupted your travel plans but also impacted a working trip, which we know had financial and professional consequences.

I'm especially sorry to hear about the miscommunication regarding compensation or reimbursement. Regrettably, we don't offer reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience, or loss of time. However, we will be reimbursing your Lyft expenses on the day of the flight disruption. Please provide us with your current mailing address so we can issue the check.

Additionally, I researched the details of the flight, and because the flight was indeed delayed due to in-flight crew issues, I'm going to send each of you an electronic travel certificate. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.

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: 06/04/2025

Complaint: 23406818

I am rejecting this response because: the employee's actions broke the contract of carriage and caused loss of income and requires reimbursement. The offer of $150 credit does not satisfy the loss of income or reimbursement for loss funds due to the employees actions.

Sincerely,

**** ****
Business Response
Date: 06/05/2025
Hi ****,

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

Im very sorry to hear that you remain dissatisfied, and I understand the frustration and inconvenience this situation has caused you and your traveling companion. We sincerely regret the disruption to your travel plans and the stress it caused to your trip.

We understand your position and the importance of the time and costs impacted by this experience. However, we are not able to offer reimbursement for pre-arranged expenses such as hotel accommodations, ground transportation, or lost wages.

While I cannot fulfill what you originally requested, I've reviewed your situation again and want to make things right. As a goodwill gesture, I will send each of you an additional electronic travel certificate to use toward the purchase of a future trip, and it will arrive via email within the next few business days.

Additionally, please be advised that we will be reimbursing your Lyft expenses on the day of the flight disruption. Please provide us with your current mailing address so we can issue the check.

We recognize that the experience you had fell short of what you should expect from United, and we deeply apologize for that. The travel credit previously offered was intended as a gesture of goodwill for the inconvenience. While we are unable to modify our reimbursement policies, your feedback has been shared with the appropriate teams to improve our services.

We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.

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

Regards,

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

Complaint: 23406818

I am rejecting this response because: pilot's negligence broke the contract of carriage and we are owed reimbursement based on that.

Sincerely,

**** ****
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.
The airline broke our stroller. I have a baggage number, our flight number, reservation number, I filed the claim within 2 hours of landing and have pictures. I have escalated the ticket and they refuse to pay anything.
Business Response
Date: 06/03/2025
Dear Ms. ***************** received your letter from the Better Business Bureau regarding your experience with us. I am sorry to learn your stroller was damaged when you recently traveled with us. In review of your case (Baggage Claim: CLT50050D). I do see that our ************************* has declined your claim. As per our Contract of Carriage, United Airlines is not liable for damages to strollers or folding wagons as checked bag or carry-on. Therefore your reimbursement request has been declined.

However I do realize your flight experience was disappointing, and to help make amends,I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.

We do want you to know that our airport station managers and our senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.

As a MileagePlus member your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 33783631
BBB COMPLAINT # ********

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

******************************************************************************
Rule 23 Baggage
G.Other Checked Baggage Items - The items listed below will be accepted as Baggage by ** in accordance with the following specified provisions.
Strollers and Folding Wagons United accepts one collapsible stroller, one compact folding stroller or one folding wagon in addition to a Passengers baggage allowance. One non-collapsible stroller may be carried as Checked Baggage in lieu of one piece of Baggage (62 inches Maximum Outside Linear Dimensions). This item will be included in determining the Baggage Allowance,and when in excess, overweight or oversize, such item will be subject to the Excess Baggage Charge. Except for certain International Carriage subject to the terms of the Montreal Convention, UA is not liable for damage to strollers or folding wagons when carried as Checked Baggage.
Initial Complaint
Date:06/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to report an issue with United Airlines concerning a travel certificate that was not honored, leading to a full charge on my credit cardeven though I followed all the rules and applied the certificate correctly.I originally booked a trip to ********* in April 2025(TICKET@ 0CTOBER 7/2025.) About a week later, United Airlines changed the flight time, which made it impossible for me to take the trip. As compensation, United gave me a travel certificate that was valid until May 17, 2025.On May 6, 2025, I used that certificate to book a new flight to a different destination. I followed the booking process carefully using my phone, applied the travel certificate, and used my credit card to pay the remaining balance. However, a few days later, I discovered that the certificate had not been applied and that my credit card had been charged the full ticket price.This is not a rewards creditit is my own money from the original canceled trip. My family and I are not frequent travelers. We have been through a lot since the pandemic, and this was supposed to be our first short break in a long time. I cannot afford to pay for the same trip twice.I have contacted United Airlines customer service multiple timesby phone, online chat, and emailbut no one has resolved the issue. I have spent hours trying to explain my case, and all I have received is frustration, delays, and denial of responsibility. Uniteds system either failed to apply the certificate correctly, or they ignored it. Now they are refusing to fix the problem or refund me.This situation feels like financial abuse of a customer who acted in good faith. I am asking the **************************** to please help me get the value of my travel certificate refunded and hold United accountable for failing to honor it.
Business Response
Date: 06/03/2025
Dear *** and Mrs. ************** received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn of your unpleasant experience, and I apologize you were unable to utilize your Electronic Travel Certificate toward your NEW ticket. When a certificate (Electronic Travel Certificate or Future Flight Credit) has been redeemed correctly towards a ticket, the e-ticket receipt will reflect the certificate that was used. Electronic Travel Certificates or Future Flight Credits must be redeemed through our website, app, or by calling our ***********************. All travel credits can be used to buy tickets on United, United Express and partner-operated flights purchased on our website or app. You can also apply travel credits toward non-ticket items, like Economy Plus seating, Basic Economy seat assignments and preferred seating.

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

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

Regards,

***** ********
************* Management
**********************
Case ID *************** / 33783301
BBB COMPLAINT # ********

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

CONFIRMATION NUMBER:I84XW9

NAME ON TICKET: TRUCNHA *** - VR652967
TICKET NUMBER: 01624873320011
TICKET ISSUE DATE: 16MAY25
TICKET AMOUNT: $955.91USD
TICKET TYPE: NON-REFUNDABLE / RESTRICTED

NAME ON TICKET: ***** ***
TICKET NUMBER: 01624873320022
TICKET ISSUE DATE: 16MAY25
TICKET AMOUNT: $955.91USD
TICKET TYPE: NON-REFUNDABLE / RESTRICTED

E-TICKET:
UA9661   01APR26   TPA-FRA (OPERATED BY DISCOVER AIRLINES)
UA8733   02APR26   FRA-PRG (OPERATED BY LUFTHANSA AIRLINES)
UA8734   10APR26   PRG-FRA (OPERATED BY LUFTHANSA AIRLINES)
UA9662   10APR26   FRA-TPA (OPERATED BY DISCOVER AIRLINES)

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

6/1/2025 10:53:02 PM
Hi Truc,
I'm sincerely apologize to hear that the electronic travel certificate's wasn't correctly applied to your new reservation at the time of booking. I'm sorry for the inconvenience this may have caused you.
Please note that you can use your both travel certificate's by June ******* and we regret that no further extension can be provided. You can redeem electronic travel certificates by contacting Customer Contact Centers. Please note that electronic travel certificates cannot be redeemed on ********************** after the expiration date .
Additionally, the validity period is just to apply the certificate to an itinerary, the flight may take place within 330 days from after the date of booking. Please contact at 1-800-UNITED1 for booking information.
As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
Regards,
Prashant
*************
Case ID: ***************

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

5/29/2025 4:20:09 PM
Hi Truc,
Thank you for reaching out to *************.
I'm sorry to learn that the credit wasn't correctly applied to your new ticket when you booked it. Although very rare, our system sometimes has errors that cause incidents like this.
When for some reason you experience something like this your best option is to get in touch with our ************************ Although they cannot retroactively apply a credit to an existing reservation, we can try to honor the same price on a new reservation with the same flights, help you apply the credit, and once they're done refund the original ticket.
Your ticket was purchased on May 17th so it is outside of the initial 24 hours when your ticket is fully refundable, so I'm not sure if the Reservations team would be able to help you with this. However I advise you to give it a try, you can   get in touch with my colleagues from the Reservations team by dialing 1-800-UNITED-1 (**************) from the **** and *******
I'm terribly sorry we couldn't help you with this right away. We in ************* do not make changes to active tickets, so for more immediate questions or requests we recommend that you get in touch with my colleagues from the Reservations team.
We appreciate your loyalty to United as a MileagePlus member and to our ************* partners. We look forward to serving you in the near future. Until then please stay safe.
Kind regards,
****** R
*************
Case ID: ***************

Customer Answer
Date: 06/04/2025

Complaint: 23405333

I am rejecting this response because
Thank you for your response to my BBB complaint. I appreciate your acknowledgment, but I must express how deeply frustrating and painful this experience continues to be for me and my family.
The issue is not about future travel or general policies. This is about a specific case: I had a valid Electronic Travel Certificate (confirmation #NKXGY3), which I attempted to redeem correctly through your mobile platform when I booked a new flight on May 6, 2025, well before its expiration on May 17, 2025. I paid the remaining balance using my credit card, expecting the certificate would be applied. Later, I discovered that the full ticket amount was charged to my card, and the certificate was not used.
I followed Uniteds rules, I booked through Uniteds platform, and I acted in good faith. Yet the responsibility keeps being pushed aroundfrom customer service agents to tech support to the reservations departmentwithout resolution. Ive spent hours on the phone and in chats, repeating my situation over and over, only to be told, We cant help you or Contact another department.
This isnt just an inconvenienceits a serious financial burden. Im not a frequent traveler using rewards or upgrades. That certificate represented my hard-earned money from a trip I was forced to cancel due to Uniteds flight change. I finally had a chance to take a short break after years of hardship during the pandemic. Now, that opportunity and that money are both gone, and all I get is redirection and vague apologies.
With all due respect, I am asking United to please stop referring me to unrelated policies or future booking procedures. This situation deserves real action, not generic replies.
I am respectfully requesting:
A full investigation into what went wrong with the application of travel certificate #NKXGY3.
A refund or credit reinstatement equal to the value of that certificate.
A response from someone with the authority to resolve the issue, not just forward me to another department.
Please try to understand how stressful and unfair this has been. I am not asking for anything extrajust the return of what was rightfully mine.
I hope United Airlines will step up, show integrity, and do the right thing.
Sincerely,

**** ***
Business Response
Date: 06/06/2025
Dear *** and Mrs. ************** glad you 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 ticketing experience and your discrepancy regarding your travel credit.. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.

We realize your concerns and the importance to resolve your ticket/certificate discrepancy. However as previously advised, United Airlines is unable to modify and/or exchange future travel tickets via email. So we may further assist you with your travel certificate discrepancy, passengers are advised to contact our *********************** at **************.   An agent will need to view your ticket /confirmation to determine the cause of the discrepancy.

We appreciate your patience and understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 33820973
BBB COMPLAINT # ********
Customer Answer
Date: 06/17/2025
Complaint: 23405333

I am rejecting this response because: I am writing to express my deep frustration and seek your urgent assistance regarding an unresolved issue with my United Airlines travel certificate.

Over the past several days, I have called the customer service number providedspending hours on hold for three consecutive dayswithout ever reaching a representative. It has been an incredibly stressful and discouraging experience.

I purchased my travel certificate using my hard-earned money, expecting it would remain available until I had the opportunity to use it. However, due to technical issues during booking, the certificate was not applied correctly. Now, the value I paid for is no longer available, simply because of an expiration date imposed by the airlinedespite the fact that no service was ever used.

Extending the expiration should not be this difficult, especially considering the circumstances. Instead, I feel like United Airlines has made the process intentionally complex, routing customers between departments with no real support or resolution, seemingly in the hope that people will eventually give up out of desperation or hopelessness.

This is not just unfairits a violation of trust. The money belongs to me. I did not receive any service in return, and I am simply asking for the chance to use what I already paid for.

Please reconsider my request and extend the value of my travel certificate so I may use it as originally intended. I believe this is the right and fair thing to do, and I hope United Airlines will stand by its commitment to customer service and ethical business practices.

Sincerely,

**** ***
Business Response
Date: 06/17/2025
Dear *** and **** ***,

I'm very sorry we're unable to reach an agreement to resolve this issue in regards to your ticketing discrepancy and your request to extend you certificate validify. 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.

We appreciate your understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 34017479
BBB COMPLAINT # ********
Customer Answer
Date: 06/18/2025

Complaint: 23405333

I am rejecting this response because:Response to Ticketing Discrepancy and Certificate Validity Issue

Dear Better Business Bureau and United Airlines,

Thank you for your response regarding my concerns about the expired travel certificate and ticketing discrepancy. However, I must express my deep disappointment and frustration with the resolution provided by United Airlines.

Simply stating that you value my feedback does not address the real issue: United Airlines has retained over $1,300 of my hard-earned money and now refuses to honor the travel certificates I paid for. This is not a reward or promotional voucherit is money I paid for future travel, which I was unable to use due to circumstances outside of my control.

Your refusal to extend the certificate or issue a credit is not only unsatisfactoryit feels unfair and unethical. It is difficult to understand how a company can claim to value loyalty while keeping a customers money without providing the service it was intended for. This kind of business practice is exactly why I turned to the Better Business Bureau for support.

I respectfully urge United Airlines to reconsider this matter and work toward a fair resolution. I am not asking for anything beyond what is rightfully mine. I sincerely hope the Better Business Bureau can help advocate for a resolution that reflects honesty, fairness, and respect for the customer.

Sincerely,

**** ***
Initial Complaint
Date:06/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
United Airlines confirmation # G43MB3 (fare $2,082.61). The airline texted that I was already checked-in, yet at ********* Schiphol the app would not issue a boarding pass. After waiting in line I reached the desk ~60 minutes before departure; agents initially cleared me, but a United supervisor overrode the approval and barred me from boarding, forcing me to miss the flight.Because the denial came so late I had no affordable options. I bought next-day ticket N5S09F at almost seven times the original price and paid hotel, ground transport and international-calling fees.Despite app alerts, my bags were not on my aircraft; the last piece reached ******* days later with broken items (photos attached).The website would not accept my Muslim-meal request; phone agents promised to add it manually, yet no suitable meal appeared on either leg.I am an international medical student; being stranded abroad the night before a mandatory exam put me 15 minutes away from dismissal, risking two years of coursework and $250 k already paid.Uniteds response to my internal complaint ignored the late boarding denial and resulting financial and academic harm.Requested resolution Refund of replacement airfare plus hotel, transport and phone expenses. Compensation for delayed/damaged baggage and ruined items. Good-will payment equal to one semesters tuition for the documented academic jeopardy and emotional distress. Written assurance United will fix its check-in notification system and reliably load special meals.I have supplied every receipt and given United time to resolve this amicably, but their reply was inadequate. I therefore seek BBB assistance in securing the above relief.
Business Response
Date: 06/03/2025
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 **********
Please provide the ticket number for the original ticket.
Also, provide a scanned copy of the hotel receipt for review.
We appreciate your assistance.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 06/10/2025

Complaint: 23404963

I am rejecting this response because: requested information is in the original attachment

Sincerely,

Student *** A ******
Business Response
Date: 06/12/2025
Dear *** ******:.

Were glad to receive another feedback from you. In review of your case,our records show that we have previously address your concerns regarding flight experience with us on January 7th, 2025.
See Case IDs:
***************
33432723

We also show that you have submitted 2 different personal information to the Better Business Bureau:
BBB Case # ********
Customer Information:
Student *** A ******
***************************************************************
Daytime Phone: **************
E-mail: ******************************

BBB Case # ********
Customer Information:
Amr ******
****** Avenue Barbizon
*******************
Daytime Phone: **************
E-mail: ***************************************

Though we are sorry to learn your continued disappointment regarding your flight experience. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.

As previously advised, we have reviewed your case again, and respectfully I regret your request to receive additional compensation has been declined. Our records show that my colleague (**** *****) from the Department of Transportation has addressed your on-board experience and had issued you an Electronic Travel Certificate ($200). Our records also show that our ************************* has addressed your baggage delay (Baggage Claim: ORD19435M) and had issued you another Electronic Travel Certificate ($125) for your experience. (see correspondence from our ************************* and D.O.T representative below).

Should you have any additional concerns regarding your baggage claim,passengers are asked to contact our ************************* at **************.

I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill certificates ($200 and $125) you previously received is tangible expression of our regret over what transpired when you traveled with us, and our gratitude for your interest in United Airlines. We have concluded your flight experience on January 7th, 2025 and will not respond to additional request for compensation. We would like to move forward with our business relationship with you and ask that you please give us another opportunity to regain your trust.Should you wish to share a different travel-related experience, please visit us at *********************************************************************.

**************** representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. While ********************** may be unable to meet your specific expectations, please know that we do appreciate your continued loyalty. We look forward to welcoming you on board again soon.

Regards,

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

Related Case IDs:
D.O.T Case ID: ***************
************************* Case ID: ********
Baggage Claim: ORD19435M

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

4/7/2025 3:23:34 PM - Dear Amr,
Thank you for your reply and providing the additional information.
Again I apologize for your experience and appreciate you taking the time to share your feedback with us so that we can use the information to improve our service.
I am glad to hear that the staff was friendly and did try to assist with your concerns expressed and while on board.
For special meal requests, we require a minimum of placing your request with United directly at least 24 hours prior to departure. Please be advised not all meal types are available on all flights so reserving your meal request with a United representative is recommended. The 800 phone number for United Airlines is **************. A representative is available 24 hours per day and 7 days per week.
Lastly, I am emailing you an electronic travel certificate (ETC) in the amount of $ 200 USD for any inconvenience or dis-service you may have experienced. The ETC will be delivered via a separate email within the next few business days and can be redeemed by the person(s) of your choosing on any United/United Express and code share operated flight. Please note with the exception of Lufthansa Airlines, the itinerary must include at least one United/United Express flight segment in the itinerary.
Thank you for being a United MileagePlus member and we hope to have the opportunity to welcome you back on board another flight in the future.
Regards,
**** *****
DOT Representative
United *************
Case ID: ***************

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

On Sun, Apr 6, 2025 at 4:53AM ******************************* wrote:
Dear Amr,
Thank you for your reply.
The email address this was sent to at *********************************** is the email address listed for your MileagePlus account which was updated on this request to the ************* department.
I am responding to the requested email address of *************************************** per your request.
We have received your concerns shared with the **************************** regarding your reservation N5S09F.
In review your attachment outlining the various issues regarding your flight from AMS-ORD on January 7, 2025 from the cleanliness of the aircraft, to a spill from a flight attendant on you, unavailable of appropriate meal for a Muslim as well as delayed baggage and missing items from your bag.
I am very sorry you incurred these challenges with your trip. It's always our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations.
When you arrived on board, did you advise the flight crew of the spill a few rows ahead of your seat and if so what was done to rectify the situation. I think they were aware and probably started to address it. The staff was friendly, so pls do not take this as a complaint against them. Maybe it is more of the setup of the aircraft itself (too narrow?) and the fact it seemed on the older side (by comparison to othere Business class cabinets I saw before for example with Luftahansa).Also, when the Flight Attendant accidentally spilled champagne over your seat, was the spill cleaned up and did the Flight Attendant offer you any compensation for the spill? It was cleaned wipes but took a while to dry... there was no replacment pillow available, so she gave me an additonal blanket.Did you pre-order the special meal or request the fish entree once on board? I asked the flight attendant on my way in and even though it is a diretary restriction, I was put on the regular waitlist for preferences and it ran out before I got to get mineDid you file a claim with our *********************** for the delayed baggage and missing items from your bag as all baggage incidents need to be filed within 24 hours of a domestic flight with our *********************** and within 7 days for all international flights. If you have the claim number please provide it to me as I would be happy to research this with our ************************* FILE REFERENCE :ORD19435M. I received the bag not no compensation for delay or damages

Lastly, tickets prices are fluid and are determined by a number of criteria when booking a ticket such as advance purchase, cabin type, day and time of the flight, fleet type which can determine type of service or seat type may be offered in a particular cabin type, etc. Due to competitive pricing, ticketing prices between different airlines will always be different as well as there can also be different prices based upon how and with which company the ticket may be issued through (i.e. airlines directly, travel agencies, website or on line bookings, tour operators, etc. )
Please provide the requested information for the above request. Once I receive your reply, I will review and let you know if I have any other questions or need any additional information.
Thank you for being a United MileagePlus member. We hope to have the opportunity to welcome you back on board another flight in the future.
Regards,
**** *****
DOT Representative
United *************
Case ID: ***************

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

Dear Amr ******,
Your email addressed to the Department of Transportation regarding your experience with United on January 7, 2025 has been forwarded to my attention for review and resolution.
First and foremost, I would like to apologize on behalf of United for the inconvenience and disservice you received. We strive hard to provide all our customers and their belongings with safe and reliable travel and commit to resolving an issue as quickly as possible when a service interruption occurs.

In reviewing your luggage incident with United Airlines, I find that your luggage was received in ORD on January 9, 2025 and was delivered to your home address that same night.
As a small token of our apology I have authorized a travel certificate in the amount of $125.00 which you should receive via email within the next few business days.
With concerns regarding your damaged items, it is stated in our Contract of Carriage and on our website Issues with your checked bags | United Airlines that incidents of damages must be reported within 24 hours for domestic travel and within 7 days for international travel to our local baggage office.Passengers can also contact our 24 hour *********************** at ************** for an agent to create a damage advisory/file. If reported within the allotted time we can assist with your baggage.
I checked your email history and delayed file to see if you had tried to contact us within the 7 day time frame reporting period and found no notification. I regret to advise United Airlines is no longer liable for the damaged contents.
I can create a damage file for documentation purposes only but we will need further information from you regarding your bag and damaged contents. If you have travelers insurance or homeowners insurance, you can submit a damaged claim form to our ****************** Once your claim is denied, you can forward the denial letter to your insurance provider. Please contact us at ************** for an agent to assist you in creating a damaged file.
Again, I do apologize for this matter and am confident we will provide the service you expect and deserve on your next United flight.
Regards,
********
United Airlines
Premier Baggage Specialist
Initial Complaint
Date:06/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PASSENGER: *******************(S): 0162456797080REQUEST ID:46861074I thought I had purchased a fully refundable ticket and when I needed to cancel my international trip I was told it would only be credit. I will not be able to use the credit as two people have come down with cancer. I can physically fly, but I don't want toI am at the end of my computer skills for sending the record of surgery. I could not scan! I took a picture and sent it to my email and then saved a copy to my desktop. From there I have been trying to attach to this message, and it is not in a format I can send. I tried to convert, but that requires additional apps and privacy agreements that I do not want to agree to! Please help me. We are a husband and wife, 74 and 68 years old, both who have cancer diagnosis and surgery since booking this flight. We both have physical therapy and simply do not want to be limping around the airport or travelling when we are still waiting to see if we will need chemotherapy or if the cancer is still detectable.I have successfully cancelled our hotel reservations in ****** as I paid extra to have that refundable policy. I thought that I had done the same with the air tickets! I have spent hours trying to follow the directions given by United to resolve this. Gratefully, ******** ******, Certified Public Accountant
Business Response
Date: 06/03/2025
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.

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

I sincerely apologize for the stress and inconvenience this has caused during such a difficult time. Your health and well-being are the most important, and I understand how challenging it must be to manage travel arrangements alongside medical concerns.

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 want to help as much as I can, but I'll need more information from you. When you have a moment, please provide a clear copy of the letter (on letterhead) from your physician confirming that you were unable to travel before the ticket expires. The Doctor's note should include their full name, hospital, NPI number, physical signature, or clinic contact details (e.g., phone number, email, etc.), and the patient's name, date of birth, and contact details.

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: ***************
Initial Complaint
Date:05/31/2025
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 took 4 flights with United. Two on May 14 / 15 (overnight). Two on May 25th. Although I paid for first class, the service was not. I did get 2 / ***** mile credits on the plane (that they nicely gave me as Ididnt request them) for my seat being broken (it would not lock in place and kept reclining) and a video monitor that did not work. The video monitor was not a big deal but the seat issue made the flight uncomfortable as it kept sliding back and forth. My big complaint was food service. On the first flight out (Maui to *************) the crew explained they had very limited food due to a problem with the caterer. I just got a smack box instead of a meal and beverage service was limited too. Then on the next leg of the flight (************* to *******) the same thing, but no food at all. On the return flight (1st leg was ******* to *************) the app showed I would be getting a banana and corn flakes - not really first class but still food. But on the plane there was nothing. Not even coffee (on a 6am flight). They did announce limited food service before we left but I did not think limited meant no food. Also the crew all had coffee which Im guessing they brought on the plane. They said the same thing about a catering problem. Then the second leg of the flight (************* to ****) also had limited food but the flight attendant did a great job of creating snack boxes. And I had a 50 min connection time I had to hurry just to get to the gate for boarding so I had no time to get food. So I went all day without food. My big complaint was that this is an ongoing problem and I should have been alerted to it. It was 10 days between flights and nothing changed. They knew before all flights They were be limited to no food and did nothing. I emailed a complaint asking for upgrade vouchers or $1000 as that is the difference between 1st and economy. They refused. I think it is unethical they are doing this.
Business Response
Date: 06/02/2025
Hi *******,

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

Thank you for reaching out and for taking the time to share the details of your recent travel experience with us. We sincerely apologize for the disappointments and inconveniences you encountered during your First Class flights on May 14/15 and May 25.

We recognize that ******************* should consistently reflect a higher standard of comfort and hospitality, and we're truly sorry that this was not your experience. The issues you describedincluding the malfunctioning seat, inoperative video monitor, and especially the lack of proper meal and beverage servicedo not reflect the service we strive to provide. While we're glad to hear our crew issued you mileage credits on board, we fully understand this does not resolve the broader concern.

The repeated catering issues you experienced across multiple flights, without prior notice, are particularly troubling. You are absolutely right: our customers deserve timely communication when service disruptions impact what was promised at the time of purchase. Going several flights without appropriate meals or even basic refreshments, particularly when traveling early and across time zones, is unacceptable, especially in a premium cabin.

We understand you previously submitted a request for compensation, which was declined. While we may not be able to fulfill the specific resolution you requested, we want to make things right.

We're committed to improving and want to make this right. I will send you an electronic travel certificate as a gesture of goodwill. You can use this certificate to purchase your next United or United Express flight. It will arrive via email in the next few business days.

Please be advised that upgrades are not offered as compensation and are reserved for you to purchase or as a MileagePlus Premier member benefit. Also, the compensation provided is the maximum that we can provide since you already received a total of ****** goodwill miles for your seat broken issues and food shortage on one of your flights.

It's important to recognize areas where our airline may need to improve to maintain your loyalty. With what you've shared, we'll make every effort to leave you with a better impression next time. We appreciate your business as a MileagePlus member.

Warm Regards,

Chesca
Customer Care
Case ID: ***************
Customer Answer
Date: 06/03/2025

Complaint: 23402667

I am rejecting this response because: 15, 000 miles is not adequate, Im OK with that for the seat and video. But a 1st class seat from **** to ******* is 100K to 300K miles, An economy seat is 60K miles. I had an sub economy experience with a better seat. The fact that they know they don't have food on board these flights and deceive customers by not telling them is inexcusable and in fact in my opinion fraud. Why would the lack of catering (which I found online has been going on for a while) not be noted on their website or app? The app is up to date with flight information. One of my flights even allowed me to select non existent food. I am very forgiving of uncontrollable events, but this in my mind should be a class action lawsuit - a company falsely representing a known, ongoing defect. I give kudos to the flight attendants who did what they could, but this mess was created higher up.

Sincerely,

*** ******
Business Response
Date: 06/04/2025
Hi *******,

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

Once again, I sincerely apologize for your dissatisfaction with the compensation offered and your overall experience. We understand how important it is to have transparency regarding onboard services, and I regret any confusion or inconvenience caused by the lack of catering on your flights.

Regarding your concerns about the compensation, I want to clarify that the miles and electronic travel certificate we provided are already beyond our standard policy for the situation you experienced. We strive to offer fair and meaningful compensation, and while we appreciate your feedback, we are unable to issue additional compensation beyond what has already been provided.

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: 23402667

I am rejecting this response because:

I thought I did respond to the email from you, may apologies. Here is a screenshot of what I have. Perhaps I made some kind of error on doing this (perhaps I thought just clicking I don't agree with the response from the business was enough). United responded that the miles awarded compensate me for my issues. However the ****** awarded where for a broken seat (which was uncomfortable and probably not safe as it could not lock in the upright position). and a broken video monitor (which I dint even care about but they did it anyway). I did get $200 in flight credits but I only fly 1st class and would not trust them again paying a full first class fair for an economy experience.

In any case United's last email said they did all they could do. (I was requesting an upgrade certificate they said they dont do those.) I felt it unfair as i did not get even close to a first class experience having almost no amenities on the plane (expertly limited food and drink - not even coffee btw - which really bother me as on flight was 6 am and could have bought some before boarding if I knew this was coming - also the crew all had coffee brought on for them but at this point we we onboard and cold not get off.

My biggest complaint and one I would like to see you publish is that his was (and possibly still is - not sure) ongoing. It is all over the blogs if you ****** it. On my first flight (Maui to *************) they made it seem like a one off catering error. ************* to ******* I was told It was a San Francisco catering problem that affected both locations. 10 day later I actually got a confirmation on my phone that breakfast was served for my 6 am Detroit to ************* (It was for only a banana and cereal but that was fine) but that was not on board. Having 50 min between flights by the time a hurried to the new gate (it was a 20 min walk) my ************* to **** flight was boarding. Then no food again (Did get a snack box)

I think it should be posted on the BBBs website that United has no warnings of this posted on their website or apps. It is a breach of business ethics not to inform costumers of this before they close to fly them, and also before they board. I'm surprised no class action lawsuit has been orchestrated against this as this seems illegal.

I do want to thank you for being my sounding board, and maybe helping warn others.

Mahalo,

*** ******

Sincerely,

*** ******
Initial Complaint
Date:05/31/2025
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 purchased a ticket to fly from *** to EWR in on September 18, 2023. The trip was postponed for personal reasons and rescheduled for April 25, 2024. The April 2024 flight was cancelled due to the ongoing war in ******. A voucher was issued for a flight on May 1, 2024. The May 2024 flight was also cancelled due to the war. A second voucher was issued which extended the timeframe until March 12, 2025. In the interim a flight was booked on another airline to enable the trip to the ** to occur as planned in May 2024. I tried again to use the voucher in October 2024 when I returned to ****** but United was not yet flying to TLV so I booked a flight on another airline. On March 15, 2025 United resumed its flights from *** to ***. But as my voucher had expired on March 12, 2025 I was informed that no refund would be forthcoming. I did due diligence to use the United voucher each time I scheduled a trip between the ** and ******. My inability to use the voucher was dictated by the airlines limitations.
Business Response
Date: 06/03/2025
Hi Keshet,

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

I am sorry you were unable to utilize your Future Flight Credit.

As a gesture of goodwill, I will issue an electronic travel certificate in your name for the full amount of $1004.17.

It is valid for one full year, from the date of issue and may be redeemed toward the future purchase of flights on United or United Express.

While the future flight credit is limited to the same itinerary as originally purchased, your certificate can be redeemed toward the purchase of another itinerary or itineraries.

We thank you for choosing United and look forward to welcoming you back aboard soon.

Kind **************************************** Management
Case ID: ***************
******************** Complaint #********

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