Complaints

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

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  United Airlines, Inc.

  233 S Wacker Dr 14th Fl Chicago, IL 60606-7147

• 

  United Airlines, Inc.

  PO Box 830113 Miami, FL 33283-0113

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  United Airlines

  3901 Mokulele Loop, #23 Lihue, HI 96766

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  United Airlines @ Hartsfield

  6735 Polo Dr Cumming, GA 30040-5722

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  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

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: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 #********
  

• Initial Complaint

  Date:05/30/2025

  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 would like to report a disturbing incident on my flight. My wife, who has postpartum anxiety, was seated in first class with our child, who had surgery 12 hours before the flight. He was cleared to fly by his doctor but needed monitoring. I went up only three times during the flight to check on them and followed all airline rules.A flight attendant named ******* approached my wife and said, If your husband comes back again, he will be jumped. We have some people on board who will jump him. She made it clear this meant he would be physically attackedheld down and hit by other passengers.******* also told my wife the pilot was watching me through cameras and was concerned. After the flight, the pilot confirmed there are no cameras and he knew nothing about it.This behavior was threatening, false, and racially discriminatory. I believe we were targeted based on race, and I request a full investigation.this flight number for this is UA571 on May 18th

  Business Response

  Date: 06/04/2025

  Dear Mr. ******* and family,
  
  Were glad to receive another feedback from you regarding your recent trip with us.  Our records show that you previously spoke with another manager **** *****) who addressed your concerns and request.(Case ID - *************** & 174861409168513).  Though I want to apologize again for your unpleasant flight experience when you traveled with us on May 18th, 2025.  (UA571 EWR to IAH).
  
  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. The comfort and safety of our passengers is always our priority.  All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience,regardless of circumstances. Please be assured that United Airlines neither approves of, nor tolerates, discrimination of any kind as we continue to champion diversity.  As previously advised by my colleague, your flight experience and feedback will be shared with our senior management team for internal review and necessary corrective action. Please understand that our disciplinary steps are handled internally and will not be shared with the public.
  
  Respectfully I regret your request to receive compensation regarding his incident has been declined.  However we do want you to know that our ***************** teams 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; and we would like to continue our business relationship with you. Again,I apologize we have not met your expectation. 
  
  As MileagePlus members your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 33793406
  BBB COMPLAINT # ********
  
  Related Case IDs:
  ***************
  174861409168513

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On late Sunday night, May 25th, I received a notification that my flight had been cancelled. At that time, there were no viable options for Monday, as the available flights were priced between $1000-$2000. The only alternatives were for Tuesday, which I find unacceptable. This situation has incurred significant out-of-pocket expenses for me, including food, hotel accommodations, and **** rides, not to mention the loss of a days work. I have booked another flight, and I expect United to reimburse me for these costs, as they failed to provide reasonable options for Monday as they have in the past. This was very unprofessional for this size of company.

  Business Response

  Date: 05/30/2025

  Hi Faith,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and reimbursement 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.
  
  I sincerely apologize for the inconvenience and disruption you experienced due to the cancellation of your flight. We recognize that being left with limited and expensive rebooking options is both stressful and unacceptable. We understand how frustrating this situation was, and I regret the impact it had on your travel plans, finances, and work schedule.
  
  I researched the details of the flight, and because the flight UA596 from ********* to ****** was initially canceled due to mechanical issues, but the flight was reinstated the same day and impacted by a delay of 118 minutes, I am going to deposit miles into your MileagePlus account. This credit will post to the account within a few business days. These miles never expire and can be used for travel or purchases on flights and more.
  
  Our records show that your ticket has been fully refunded. In accordance with our reimbursement policy, once a ticket is refunded, we are unable to reimburse any additional expenses incurred.
  
  Your request is completely understandable, given the impact on your travel plans. However, we regret to inform you that we are unable to offer a refund or reimbursement for the ticket purchased with another airline, as it falls outside of our policy. Thank you for your understanding in this matter.
  
  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: 06/02/2025

   
  Complaint: 23394876
  
  I am rejecting this response because: the amount of points deposit to didn't even come close to what my flight cost. It was over $400 and that in points is close to ****** points if not more.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/03/2025

  Hi Faith,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your compensation. I appreciate the opportunity to respond to your concerns.
  
  Once again, I'm sorry to learn that your trip with us didn't go as planned. I also apologize that we cant reach the resolution youre hoping for.
  
  Also, I regret to hear that you're disappointed with the compensation offered in my previous email.
  
  While I cannot fulfill what you originally requested, I've reviewed your situation again and will be depositing additional miles into your MileagePlus account as a goodwill gesture. You'll receive a separate email confirming this within the next few business days.
  
  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: 06/04/2025

   
  Complaint: 23394876
  
  I am rejecting this response because: even the points don't cover the out of expense cost of ticket.  It's close to ****** points to equal cost of ticket.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/29/2025

  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 5, 2025, I booked a round trip from ************* to *********** from May 22 to May 26. The May 22 flight was scheduled for 5:15 PM to 7:05 PM. The May 26 flight was planned for 9:05 AM to 10:55 AM. On May 15, I adjusted my booking to extend my trip, and my new itinerary was May 22 to May 27. The May 22 flight remained the same, and the May 27 flight was from 7:45 PM to 9:35 PM. On May 22, sometime after 6:00 PM, the Ft Lauderdale to *********** flight was canceled. I rebooked my flight through the ************** gate agents to May 23 from 6:30 AM to 8:20 AM. The flight was delayed on May 23, and the flight time was adjusted 5 times before a flight cancellation at 11:19 AM. With limited options to get to ***********, I booked a RedCoach bus for May 23. On May 26, I double-checked that my flight for May 27 was still scheduled. I was made aware that the flight was canceled by looking at different flight trackers. This information was never communicated to me through United Airlines or **************. I called United Airlines to rebook my flight to May 27 from 9:05 AM to 10:55 AM. I had to pay a change fee to secure this flight. I submitted a complaint to United Airlines to receive a refund for the May ****************************************************** by the ************** gate agents when I spoke to them in the airport requesting a refund on May 23. The response I received from United Airlines was to contact ************** regarding this issue. I then submitted a complaint to ************** and was redirected back to United Airlines. I am requesting compensation and a resolution for my canceled flights and extra expenditures made to secure my trip.

  Business Response

  Date: 06/02/2025

  Hi Dr.  Abazinge,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and refund request. I appreciate the opportunity to respond to your concerns.
  
  I sincerely apologize for the multiple cancellations, delays, and communication issues you encountered during your trip. I understand how frustrating and inconvenient it must have been to deal with these disruptions, especially when you had to make additional arrangements and incur extra expenses.
  
  In situations involving flights operated by other carriers, such as **************, notifications and real-time updates are typically managed and distributed directly by the operating airline. Unfortunately, this means United may not have visibility into or control over flight status communications for those flights, even if they are part of a codeshare itinerary.
  
  Additionally, since your flight from *************** to *********** and back was operated by **************, there was a disruption on their end. I know this wasn't how you expected your travel to go, and I regret the inconvenience this caused. To help you further with this, I highly recommend contacting **************. Though the ticket was purchased through us, when it comes to flight disruptions by the actual operating airlines, any reimbursement and compensation request must be submitted directly through them.
  
  Furthermore, I have submitted a refund request for the unused ticket to our refunds team for review. Please keep an eye out for an email from our refunds team. You'll receive a response from them once the refund has been processed, and it can take up to 14 business days to be completed. If you'd like to check the status during this time, you can visit: *************************************************************************************.
   
  Refund Request ID: ********
  
  While I cannot fulfill what you originally requested, I will deposit miles into your MileagePlus account as a goodwill gesture. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.
  
  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: 06/02/2025

   
  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,
  
  Rakaela Abazinge

• Initial Complaint

  Date:05/29/2025

  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.

  My son and I were booked on a first class United Airlines flight from *** to ****** on May 1 - 4, 2025. We were informed at the last minute of cancellation. We gave multiple options to rebook originating in 7 cities and to 4 destination airports for either May 1 or even Friday May 2. United couldn't accommodate us in any, so we ended up having to drive 11 hours in the most terrible weather to attend a family reunion/wedding. We ended up missing a big event on May 1 anyway. . We were there literally for 2 days and had to be stuck driving back the 11 hours on May 4 (instead of the 2 hour direct first class flight we had booked). We were not given a refund for the return flight (since that segment was not cancelled per United , not taking into consideration that we now had a car to drive back). We couldnt even use the restricted $20 vouchers for meals, only valid for that day at the airport - a minor issue compared to our losses and inconveniences. We bought direct first class flights to arrive in comfort for the wedding events on Thursday night, which we missed. Terrible experience. We were flexible in asking for any flights in any combination of 7 originating airports to 4 destination airports close to ****** over 2 days and could not be accommodated. I filed a complaint with their customer care only to be told no compensation was forthcoming. I wrote back with more details two more times, only to get the same response. I forwarded the email chain to the CEO twice, and received zero response. I believe that my son and I deserve more respect and compensation for the nightmare trip we endured, the lack of support despite our complete flexibility, the missed wedding event, and total disregard by the company. Other airlines managed to land from all over the country, admittedly with delays, but the other wedding guests were able to attend the event. Our case ID # is *************** Thank you for your assistance.

  Business Response

  Date: 06/02/2025

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and refund 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.
  
  I sincerely apologize for the significant inconvenience and disappointment caused by the flight cancellation and the subsequent challenges you faced. I understand how important this trip was for your family, and I regret that we were unable to accommodate your needs and provide the support you expected during such a difficult time.
  
  I researched the details of the flight, and because the flight UA3603 from ************ to ****** was canceled due to air traffic control, which is considered an event outside of Uniteds control, it is not eligible for compensation. However, I'd like to make things better. I will send each of 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.
  
  Additionally, I have submitted a refund request for the return ticket to our refunds team for review. Please keep an eye out for an email from our refunds team. You'll receive a response from them once the refund has been processed, and it can take up to 14 business days to be completed. If you'd like to check the status during this time, you can visit: *************************************************************************************.
   
  Refund Request ID: ******** and ********
  
  We appreciate you taking the time to provide this feedback. We'll use this information to improve our services in the future.
  
  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: 06/03/2025

   
  Complaint: 23394998
  
  I am rejecting this response because:
  The electronic voucher for $50 towards a new flight on United is frankly very insulting.    It is difficult to believe that they could not accommodate us on ANY flight originating from either *********, ************, *******, **********, *******, *******, or *********, to any of 4 airports namely ***, **********. ******, or Philadelphia  in ANY combination over TWO DAYS!!  We gave so much flexibility. In that case United  should have transferred us to another airline that did land. All the other wedding guests managed to make it for the Thursday event despite delays. And its not like we had cheap tickets either. We bought direct first class tickets. This token $50 voucher towards a future flight is a joke.  Sorry.  United can do a lot better. 
  
  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 the frustration and disappointment caused by your recent experience. We truly value your loyalty and understand how important it was for you to attend the wedding and make your travel plans.
  
  When a flight disruption occurs, our primary goal is to rebook affected passengers on the next available flight. In cases where flights on your preferred routes or dates are unavailable, we are limited in our options and may not be able to accommodate all requests directly. If no suitable flight is available or if we do not operate flights on those specific routes at that time, we are unable to rebook or transfer you to another airline.
  
  Also, I'm sorry that the compensation we offered didn't meet your expectations.
  
  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.
  
  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: 06/05/2025

   
  Complaint: 23394998
  
  I am rejecting this response because:

  We have not yet received our refund for the upgrade to first class.  And waiting to receive our refund for our return flight.
  

  Once these come through we will accept your offer of a free flight anywhere in the **** for each of us. and we can hopefully move on and put this behind us 

  Tthank you 

  
  Sincerely,
  
  ****** ******** and **** Quraeshi 

• Initial Complaint

  Date:05/29/2025

  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.

  My husband and my son ***** intended to see the Indy 500 in ************ on May 25, 2025. He purchased four seats on four United flights, two to ************ and two back to ***********. He also wants to be reimbursed for the rental car and the motel room he could not use and his race ticket. Our son flew by another carrier from ****** and made it on time. My husband spent the night in the ******************** until he got a flight back to *********** on American Airlines. He has tried to file a formal complaint with United, but cannot speak to a actual person and not a computer. Please refer to the included receipts.

  Business Response

  Date: 06/03/2025

  Hi ***,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and refund 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.
  
  I sincerely apologize for the inconvenience and frustration caused by the disruptions to your plans. We understand how important this trip was for your family, and it's truly regrettable that circumstances prevented you from attending.
  
  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.
  
  Please be advised that we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience, or loss of time.
  
  Your request is completely understandable, given the impact on your travel plans. However, we regret to inform you that we are unable to offer a refund or reimbursement for the ticket purchased with another airline, as it falls outside of our policy. Please note that our reimbursement policy only covers expenses related to hotel, meals, and ground transportation. Thank you for your understanding in this matter.
  
  Additionally, I have submitted a refund request for the unused ticket to our refunds team for review. Please keep an eye out for an email from our refunds team. You'll receive a response from them once the refund has been processed, and it can take up to 14 business days to be completed. If you'd like to check the status during this time, you can visit: *************************************************************************************.
  
  Refund Request ID: ********
  
  Furthermore, I have authorized a refund for the $14.99 Preferred Zone seat assignment for a flight from ******* to ************. It will be reflected on your account ending in 5804 within seven business days.
  
  Regarding the remaining seat purchased associated with this reservation, NYS7F6, our records indicate that the $45.99, $14.99, and $20.99 were already refunded on April 22, 2025. The refund should be reflected in your account within seven business days from the date it was processed.
  
  While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.
  
  Thank you for choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

• Initial Complaint

  Date:05/29/2025

  Type:Billing 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.

  unfortunately the only way to get issues resolved is by going thru BBB. i have flight credit that was not applied during flight change rather they had me pay with credit card for the fare difference amount and now i have flight credit that i can not use. i tried using it for extra baggage however they denied this request since it will require two forms of payment. i had to lose Flight credits before and i am losing more credits due to system limitations. I wish if united support agent have more power to resolve these issues rather than just going by script. i would not have been forced to go thru BBB. Thanks for looking into this matter for me.

  Business Response

  Date: 06/02/2025

  Dear Mr. ******************** glad to receive another feedback from you.  I have read your concerns through the Better Business Bureau, and I apologize for any possible misunderstanding you may have received in regards to the usage of your Future Flight Credit(s).  Please understand, Future Flight Credits cannot be used toward paying any fare difference on your ticket.  Future Flight Credi(s) can be used towards a purchase of a NEW ticket or towards certain seat assignments.  Below are the details and explanations of our Future Flight Credit.
  
  Please understand we are unable to modify and/or exchange tickets via email as availability can change and direct feedback from the passenger is required.  Should you need assistance with using your Future Flight Credits, passengers are advised to contact our *********************** at **************.  A highly trained agent will be glad to assist you with your travel needs.
  
  As a MileagePlus member, we appreciate your loyalty and we look forward to welcoming you on-board a future United Airlines flight.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 33768839
  BBB COMPLAINT # ********
  
  *******************************************************************
  WHAT CAN I USE MY TRAVEL CREDITS FOR?
  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.
  To use travel credits with PlusPoints, youll need to book your ticket using your travel credit and then request a PlusPoints upgrade.

• Initial Complaint

  Date:05/29/2025

  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.

  Flight UA219 May ****** over 9 hour flight. First time United premier plus/ business class seats 21 J& 21 L. Seats had inoperable screen, music movies sound. Broken amenities should be compensated or moved to a working seat. Not even offered. It was reported to flight attendant. Then reported to United.

  Business Response

  Date: 05/30/2025

  Hi ****,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your complaint about the amenities on your Premium Plus ticket. I appreciate the opportunity to respond to your concerns.
  
  Thank you for contacting us regarding your recent experience on Flight UA219 on May 4, 2025. We truly regret to hear about the issues you encountered with your seats, especially on a long-haul flight and during your first experience in United Premium Plus/Business Class.
  
  We understand how disappointing it must have been to discover that the in-seat entertainment screens and audio features in seats 21J and 21L were not functioning. Reliable and comfortable amenities are a key part of the premium experience, and it's clear we fell short in this instance.
  
  While it's good to know the issue was reported to the flight attendant and later to our team, we regret that you were not offered alternate accommodations or a more immediate resolution during the flight. That should have been addressed onboard, and we apologize for not doing so.
  
  I've checked your record, and I am glad to know that a total of ****** goodwill miles have been issued as a form of goodwill compensation.
  
  Understandably, it is natural to want compensation commensurate with your experience. Because no amount of goodwill can compare to an individual disappointment or experience, we approach goodwill as a tangible gesture of our genuine concern. Goodwill is not intended as a replacement flight or to refund a ticket.
  
  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: ***************

• Initial Complaint

  Date:05/28/2025

  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.

  3 hours delay in 1st flight. I changed the 2nd flight for connection, and booked seats with ~$190. Then 2nd flight delays 1 hour and 20 mins....Request refund of seat cost Name ****** ** Confirmation number IBMSGC ****** in ******

  Business Response

  Date: 05/30/2025

  Hi Tianyu,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and refund 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.
  
  I sincerely apologize for the inconvenience and frustration caused by the delay and misconnection you encountered on your recent flight with us. I understand how disruptive and stressful travel disruptions can be, especially when they impact your plans.
  
  I researched the details of the flight and because the flight UA505 from ********* to ****** was delayed due to air traffic control, which caused a misconnection, and is considered an event outside of Uniteds control, so it is not eligible for compensation. However, I'd like to make things better. I will send each of 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.
  
  Additionally, I have authorized a refund for the $91.36 and $96.74 Economy Plus seats purchased for a flight from ****** to *************. It will be reflected on your account ending in 8954 within seven business days.
  
  We appreciate you taking the time to provide this feedback. We'll use this information to improve our services in the future.
  
  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: ***************