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

4,243 total complaints in the last 3 years.
1,370 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:05/28/2025
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 am reaching out to the BBB because I have reached a dead end with United related to compensation for significant travel trauma experienced by my disabled wife and me. Three (3) broken planes, a 14-hour wait in the airport and a 28-hour arrival delay deserved extraordinary compensation, which was agreed to by the United Supervisor. However, United ended up refusing its own supervisors recommendation. On May 4, 2025, my wife and I (along with service dogs) were traveling from *** to ***, connecting through ******. We waited at the *************** for the following 14 hrs, deplaning 3 separate planes each of which were broken. After the first 2 broken planes we were then told to wait an additional 10 hours at the airport for the third plane. We did that, only to have that third plane also be deemed broken after waiting for 14 hours. The final plane (4th try) eventually took off *************************************************** ******. Our 8-hr trip turned into a 36 hr ordeal. We lost our first-class seating.On my prior delays, I have typically been offered reasonable compensation, and when I originally spoke with ************* at **********************, they sent me to a supervisor who said she was recommending a $2,000 travel voucher for each of us due to the extra-ordinary trouble caused by the airline which we agreed was fair. However, what eventually came back from United was only a $300 travel credit each. Nobody at United would explain why the supervisors $2,000 recommendation for each of us was not honored, and United refuses to look into the matter further.I have attempted to resolve this directly with United and spend hours on the phone, but have had no luck, so I am reaching out to your agency for help please.
Business Response
Date: 05/30/2025
Dear *** and Mrs. ****************** 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 May 4th, 2025.
See Case IDs:
***************
174657032740099

I am 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.

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

We have reviewed your case again,and respectfully I regret your request to receive additional compensation has been declined. I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The certificates ($300 / $300 / $400) 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 May 4th 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 **********************************************************************

As ************* 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 # ********

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

5/29/25 | 3:57 PM
Hi ******
I'm sorry that we can't agree on how to best resolve this situation. We always want to reach a mutual understanding and apologize for how this experience made you feel.
While I won't be able to honor your request on this issue, please know that I shared your feedback with the appropriate teams. We'll use your comments to review our procedures with your point of view in mind.
Thank you for reaching out again.
Regards,
*** ******
DOT/CRO/Disability Manager
United *************
Case ID: ***************

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

From:***************************************************** <*****************************************************>
Sent: Thursday, May 29, 2025 10:30 AM
To: ***** ***** <******************************************************>
Subject: United Airlines *************

Hi ******
Based on our records, it seems that the amount you requested was beyond the guidelines and therefore not approved. However, as a token of appreciation for your loyalty as a Million Miler, you and your wife will each receive an additional $200 electronic travel certificate. These can be used for purchasing a flight with United or United Express and will be sent to you via email within three business days.
Thanks for reaching out again.
Regards,
*** ******
DOT/CRO/Disability Manager
United *************
Case ID: ***************

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

5/20/2025 5:13:27 PM
Hi *** and Mrs. ******
Thank you for sharing your concerns regarding your travel experience on May 4, 2025.We sincerely apologize for the distress caused by the flight disruption and downgrade, particularly given the additional challenges related to your disability and service animals, Mrs. ****** Your feedback is important to us,and we are committed to improving our services to ensure a better experience in the future.
Regarding the refund and compensation process, please expect an email from our Refunds team within 10 business days for the fare difference. Additionally, you can visit ******************************************************************** to explore compensation options using your flight details. The options will be available within 90 days of your flight. A $300 electronic travel certificate has also been authorized for Mrs. ***** in an effort to provide a comparable goodwill gesture. It will be sent to her email address we have on file, *****************************************************within three business days.
We appreciate your understanding and loyalty as a MileagePlus member for nearly four decades, and we look forward to welcoming you on board again soon.
Regards,

*** ******
DOT/CRO/Disability Manager
United *************
Case ID: ***************
Customer Answer
Date: 06/03/2025

Complaint: 23389742

I am rejecting this response because: United only provided 25% of what the United Supervisor said they would issue in travel vouchers. Supervisor said they would issue each myself and my wife $2,000 voucher due to the extraordinary circumstances, however, United ************* only offered 1/4th of that and said they would do no more. What was given is not nearly enough, and is far less than what a high level United supervisor committed to, so we do not consider this closed.

Sincerely,

***** *****
Business Response
Date: 06/04/2025
Dear *** and **** *****,

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

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

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 33793553
BBB COMPLAINT # ********
Customer Answer
Date: 06/07/2025

Complaint: 23389742

I am rejecting this response because: United refuses to honor the recommendation of the United Supervisor, who recommended $2k each for my wife and I due to the extraordinary circumstances. They provided 25% of the recommended compensation. United says they cannot honor our request, but in addition to the compensation being inadequate my issue is they did not honor their own Supervisor's recommendation. I understand the front line employees at ************* can only offer minimal compensation, but that is why Supervisor's exist - to hear cases which are extraordinary and deserve non-standard compensation.
I don't believe there will be any more progress. United has politely, but clearly, stated there is nothing more they are willing to do. However, United has never answered the question of why they are not honoring their own Supervisor's recommendation - they just refer to my request. It is a shame they ignore such an important question.

Sincerely,

***** *****
Initial Complaint
Date:05/28/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had bought flights for a trip that ended on Monday May 12th, 2025. The final leg of the journey was a flight from *** to ***. I arrived in *** on time, and I walked directly from the plane to my next flight except for a 1-2 minute bathroom break. According to my boarding pass I still had plenty of time and arrived at the gate at 10:38pm, 1 minute after the flight was scheduled to start boarding. According to the airline's rules and contract of carriage, I just needed to arrive 15 minutes before the scheduled departure, which would have been 10:47pm.However, United Airlines decided that the flight should leave early without telling me (I heard no announcements nor received any texts) and I missed it. It is easily verified that the flight left early as it is recorded here: ********************************************************************************. United essentially stranded me in LAX and departed early. The gate agent initially blamed me, but after talking to several United supervisors, they agreed to pay for a cab for me to get home. The supervisors and I discussed where I lived and they repeated several times that the voucher would cover the entire taxi cost. They gave me a voucher, which, as I understood it, was supposed to pay for the entire taxi ride home. They also directed me to a particular taxi agency by writing a phone number on the back, which I called.The taxi came, and I left the airport. However, it became clear during the trip that the United agent had messed up because the voucher was for too small an amount and it was not activated so did not work at all. I thus had to pay the entire $380 taxi ride by myself. I contacted United customer service, but they would only reimburse me ~$28. To recap, my flight left early, a United agent agreed to cover the taxi ride, but the voucher did not work, and I only learned this when I was already in a taxi home. They refuse to pay me back for the taxi ride, and I feel defrauded by United.
Business Response
Date: 05/30/2025
Dear Ms. ***************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your travel on May 12, 2025.
Our records show that your flight UA3528 was cancelled due to weather and under these circumstances United Airlines does not offer alternate transportation; however, you were issued a voucher for partial payment for the taxi and also a $100.00 electronic travel certificate was issued to you..
We appreciate your understanding.
Regards,
********* *.
Customer Care Management
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.
To Whom It May Concern,We purchased a tour through Yosher Tours to visit ****** in late September 2025. The tour group was scheduled to depart from **********, and since we reside in *******, we purchased separate airline tickets to join the group in *******We purchased airline tickets through United Airlines on April 24, totaling $2,743.78. Additionally, we paid $330 to ********* for seat selections.On May 5, 2025, we were informed that due to tensions in the region and the ongoing war, the tour had been canceled by the organizing church. This cancellation was entirely beyond our control and occurred nearly five months in advance of the scheduled travel date.Following the cancellation, we contacted United Airlines and submitted a refund request form. We provided documentation from both the church and Yosher Tours explaining the situation. Despite this, United denied the refund and instead issued a travel credit valid for one year.We believe this situation warrants a full refund, not a 1-year limited travel credit. Given the early cancellation and the exceptional circumstances, we are requesting a complete reimbursement of the $2,743.78 paid to United Airlines.Thank you for your attention to this matter.
Business Response
Date: 05/30/2025
Dear Mr. ******** and Mrs. **************** received your letter from the Better Business Bureau regarding your upcoming trip with us. I am sorry to learn you have cancelled your upcoming trip with us on September 25 and October 6th, 2025. I also apologize for any possible misinformation you may have received regarding our refund policy. We are aware that the local political situation in ******** has previously affected our flights traveling to/from ******. United Airlines has an obligation to refund your money if we cannot re-accommodate you on another flight without significant delay. If we can provide transportation within two hours of your original departure or arrival time, this is not defined as a cancellation and a refund is not applicable. This is in compliance with ********************************* directives.

Its understandable that you opted not to travel as originally planned. Our records indicate that you voluntarily canceled your itinerary on May 8th, 2025. Therefore, since you voluntarily canceled your itinerary before the flight schedule changed or giving us an opportunity to re-accommodate you on another flight. Your ticket is ineligible for a refund back to the original form of payment.

You may continue to utilize your Future Flight Credit refund towards the purchase of a new ticket on United Airlines. Should you have any questions and/or need additional assistance with your Future Flight Credit certificates, please contact our *********************** at **************. A highly trained agent will be glad to assist you with your travel needs.

We appreciate your understanding during this time and for choosing United.

Regards,

***** ********
Customer Care Management
**********************
Case ID - ***************
BBB COMPLAINT # ********
Initial Complaint
Date:05/27/2025
Type:Order 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.
You just mailed me a threat in the mail from **************** via ************************** about using the health insurance a few years back. Was a violation of ***** to see my claim mailed to me with no COBRA allowed or else.
Business Response
Date: 05/30/2025
Dear Mr. ***************** received your letter from the Better Business Bureau regarding your concerns ****************s/Simplicity Ground Services. Please know that **************** is not associated with United Airlines;nor does United Airlines conduct business practices with this company. Therefore we advise that you contact ****************s directly regarding your health insurance concerns.

Thank you for understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID - ***************
BBB COMPLAINT # ********
Initial Complaint
Date:05/27/2025
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 just booked 8 tickets* 4 round trip through expedia. I was told that international flights have no baggage fee. When I called United you want $75 per bag. Can you verify this as I have been a long time expedia customer * my ********************** plus number KU481061 and traveling with ********* Ashley * and ******. Can you please look into this and waive 1 bag per person.
Business Response
Date: 05/30/2025
Dear Mr. ******************* Better Business Bureau has notified United Airlines that you have filed complaint # #******** against us regarding the baggage fee. I appreciate the opportunity to respond to your concerns.
Please know that Expedia sold you a Basic Economy Fare which does not include a free bag.
If you have any further questions regarding the fare that you purchased, please contact Expedia.
We appreciate your understanding.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 06/02/2025

Complaint: 23384191

I am rejecting this response because:
I was told by your company and ******* a third-party before booking the tickets. The bags had no cost because of your training of associates without the proper knowledge I am being held accountable to pay for the bags at United. It feels like Im just a number and you dont care if I fly somewhere else, and that will be forever in the future, unless Is resolved.

Sincerely,

**** ********
Business Response
Date: 06/03/2025
Dear Mr. ***************** sincerely apologize but Expedia should have explained to you that Basic Economy tickets do not include free checked bags.
We appreciate your understanding.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 06/04/2025

Complaint: 23384191

I am rejecting this response because:
I talked to Expedia and they claim that they called. I was on hold why they checked the baggage fees with United directly and that there would not be a charge on the way there we fly United..
Therefore, I am requesting that you wave the baggage for the four of us one way.

Yesterday on chat, the person told me that I will need to talk to the airport person that works at United and they can wave it. I dont want that. I want it done all before it was been on a strict budget.

Sincerely,

**** ********
Initial Complaint
Date:05/27/2025
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.
You broke my suitcase. Handle ripped off. Can no longer be used. Suitcase was less than a year old- practically brand new. When I filed a complaint with United i was told nothing would be done because I didn't file the complaint right away. They also tried to demand I bring the suitcase an hour drive to the airport so they could physically verify it was broken. IF YOU NEVER BROKE MY SUITCASE BEFORE HOW WOULD I KNOW ANY OF THIS?? I WOULD ONLY KNOW THE COMPLAINT NEEDED TO BE FILED RIGHT AWAY IF YOU HAD BROKEN IT BEFORE! So sick of all you scumbag corporations, doing the absolute most to retain every slimy ***** you can. Parasites.
Business Response
Date: 05/30/2025
Dear Ms. ******************* received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn your baggage was damaged when you traveled with us on January 18th,2024. 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.

Damaged bags must be reported within 24hours upon retrieving your bag, as this allow us to inspect your bag. If you have not yet filled out a claim, passengers are asked to fill out the following claim:
********************************************

Once submitted, a representative from our ************************* will review your claim and will contact you within 30 days to advise you of your claim status. You may also contact our ************************* at **************.
.
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 *************** / 33725999
BBB COMPLAINT # ********
Customer Answer
Date: 06/03/2025

Complaint: 23384044

I am rejecting this response because:
They referenced a travel date of January 18, 2024. This claim is related to a flight taken in May, 2025. The link provided does not go to a form, it goes to a website that asks me for a reference number. The business has taken zero action to rectify this and seems to not give a ****.

Sincerely,

******** ********
Business Response
Date: 06/04/2025
Dear Ms. ******************* glad to receive your reply and appreciate having another opportunity to address your concerns and requests. The link previously shared to you (********************************************)allows passengers to fill out their claim regarding their damaged or delayed bag. Once you have completed the claim form on our website, a representative from our ************************* will review your claim and will contact you within 30 days to advise you of your claim status.

Please understand that our ************************* handles all baggage related issues (lost, delayed, or damage). Should you have any questions regarding your baggage claim, passengers are advised to contact our ************************* at **************.

Thank you for your patience and understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 33798592
BBB COMPLAINT # ********
Customer Answer
Date: 06/10/2025

Complaint: 23384044

I am rejecting this response because: The link you keep sending me to is not a form. It is a webpage that asks for a 'File reference number' in order to file a complaint. You did not provide me with a file reference number. Additionally, even if I could fill out that form it asks for proof of purchase. Why would I still have a receipt for a suitcase purchased 6 months ago? Your responses indicate an attitude of unwillingness to resolve issues CAUSED by your business and rather a desire for your customers to wear themselves out trying to demand accountability. I am unsatisfied with your response and would like the suitcase YOUR EMPLOYEES BROKE to be replaced. Stop taking advantage of your customers because your business is a monopoly. We know exactly what you're doing and the consumers aren't taking it anymore!

Sincerely,

******** ********
Initial Complaint
Date:05/27/2025
Type:Customer Service 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 left a phone on a plane, and keep being sent to call centers in ***** who don't care and can't help, no one will call the ****** lost baggage department or give me a number for them, other than a number that goes straight to Voice Mail with no response.
Business Response
Date: 05/30/2025
Dear Mr. ******************** received your letter from the Better Business Bureau regarding your recent experience with us. I am very sorry to learn your personal item was left onboard our flight when you traveled with us.

Generally when personal items are found on-board our flights and/or at our facilities,the item is sent to our warehouse in *******. Our ************************* will make attempts to locate its owner. If you have not received any information and/or status regarding your lost claim, please contact our ************************* at **************. Once again, I apologize for any inconvenience this has caused you.

Regards,

***** ********
Customer Care Management
**********************
Case ID -*************** / 33726100
BBB COMPLAINT # ********
Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear *********** am writing to formally dispute an unauthorized charge for mileage purchased during a mileage ticket booking on ********************** and to request an immediate refund.On May 6, I booked a mileage ticket for ******* miles. At the time of booking, my account had sufficient miles to cover the entire mileage requirement. However, due to what appears to be a system error or misleading interface, Uniteds website charged me approximately $750 for an additional ****** milesa purchase I did not authorize, need, or intentionally select. The transaction was not clearly displayed during checkout; it was only noted obscurely at the bottom of the page.Upon noticing the charge on my credit card statement a few hours later, I immediately contacted Uniteds customer service by phone to request a reversal under your 24-hour ticketing policy. I was informed that the issue could not be resolved over the phone or chat and was directed to submit an online request. Despite my prompt action, Uniteds delayed response resulted in a denial of my refund claim. I did not receive a response from United until May 15th.This charge is unacceptable for the following reasons:No Authorization: I did not knowingly purchase extra miles, as my existing balance was sufficient.Misleading Interface: The mileage purchase option was not prominently displayed during checkout, leading to inadvertent selection.Failure to Honor 24-Hour Policy: Had United addressed my request promptly, the issue could have been resolved within the policy window.I respectfully demand a full refund of $750 for the unauthorized ****** miles purchase. This was a system error, and I should not bear the cost of Uniteds technical or procedural shortcomings.I appreciate your time and attention to this issue.Confirmation number: K47WZY ******* *** - mileage account number ******** Passenger - ******* *** ******************** Purchase Transaction Date: May 6 2025 card last 4 digits 3006 Sincerely,******* ***
Business Response
Date: 05/30/2025
Dear Mr. ************** received your letter regarding your recent experience with us. Im sorry to learn of ******* Choos ticket discrepancy regarding his/her upcoming trip with us. We realize your concerns regarding the charge fee ($741.75USD) in question.

As you stated, you had insufficient Award miles in your MileagePlus account when you purchased your ticket on our website. When Award Miles are insufficient for the itinerary you selected, the system will advise the passenger of their insufficient miles and advise the necessary miles needed for their selected trip. At this point, the passenger may then select another trip/itinerary that will allow them to utilize the current Award Miles in their account.

Should the passenger continue to choose the flight/itinerary where Award Miles are insufficient, the Reservations system will then again advise the necessary Award miles needed for their selected trip. Per our MileagePlus program, members may purchase 1000 (Award Miles) for the cost of $35.00USD. Information about our Mileage purchase can be found in our website:
***************************************************************************************************

In review of your ticket, we respectfully regret your refund request has been declined, as Mileage purchase fee was advised to you during your flight selection and again at the time of ticketing. Members who have questions and/or additional concerns about our MileagePlus program will need to contact our MileagePlus ************** at **************.

Should you need assistance with your upcoming ticket, passengers are advised to contact our *********************** at **************. A highly trained agent will be glad to **** you with your travel needs.

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 - ***************
BBB COMPLAINT # ********

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

CONFIRMATION NUMBER: K47WZY
NAME ON TICKEET: ******* *** - PS700868
TICKET NUMBER: 01624839670425
TICKET ISSUE DATE: 6MAY25
TICKET AMOUNT: $5.60USD
TICKET TYPE: MILEAGE AWARD
TOTAL MILEAGE DEDUCTION - ****** MILES * WEBCO

MILEAGEPLUS ACCOUNT NAME ******* ***
MILEAGEPLUS ACCOUNT: ********
/MILEAGE PURCHASE FEE: $741.75USD / 01644944016179
MILEAGE PURCHASE FEE DATE: 6MAY25
MILEAGE PURCHASE FEE: UA WEBSITE

E-TICKET:
UA363 05APR26 EWR-HNL

EMAIL RECEIPT RQSTD **************************
EMAIL RECEIPT RQSTD *****************
Customer Answer
Date: 06/03/2025

Complaint: 23382884

I am rejecting this response because: In your response, you incorrectly stated that I had insufficient miles in my account at the time of the purchase. As I stated in my initial letter to united and again on my complaint to the BBB, i had SUFFICIENT miles in the account. You can see from my mileage activity, the day I booked the reward flight, it had ******* miles, which was the mileage requirement for the award. Also, your website does not provide any forewarning or special notice that there are insufficient funds and that I would be charged by mile. It just charged my card with a note at the bottom of the receipt. Therefore, your response is inaccurate and not acceptable.

Sincerely,

******* ***
Business Response
Date: 06/04/2025
Dear Mr. ************** glad to receive your reply and appreciate having another opportunity to address your concerns and request. Im sorry to learn your continued discrepancy regarding MileagePlus account and ticket. I have reviewed your ticket again, and respectfully I regret your refund request on the Mileage purchase fee has been declined. As previously advised, when a members Award Miles are insufficient for the itinerary selected, the system will advise the passenger of their insufficient miles and advise the necessary miles needed for their selected trip. At this point, the passenger may then select another trip/itinerary that will allow them to utilize the current Award Miles in their account.

Should the passenger continue to choose the flight/itinerary where Award Miles are insufficient, the Reservations system will then again advise the necessary Award miles needed for their selected trip. Per our MileagePlus program, members may purchase 1000 (Award Miles) for the cost of $35.00USD. Information about our Mileage purchase can be found in our website:
***************************************************************************************************

I regret we unable to modify and/or exchange your future ticket via email. Should you need assistance with your upcoming ticket, passengers are advised to contact our *********************** at **************. A highly trained agent will be glad to **** you with your travel needs.

Thank you for your understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 33798386
BBB COMPLAINT # ********

Customer Answer
Date: 06/05/2025

Complaint: 23382884

I am rejecting this response because: again, I keep repeating the situation and United keeps disregarding the main issue. The main issue is that I HAD SUFFICIENT MILES to cover the ticket mileage required. But your system overrode that and charged me for miles. As you can clearly see on my account, I had transferred 50k, then 20k right after, which resulted in my having 110k miles at the time of the mileage flight purchase. You can clearly see the second 20k miles which your system erroneously purchased to my account, was made AFTER my transfer of 50k and 20k miles just before that. I will not accept any further negative reply from United until United shows proof that I did not have sufficient miles at the time of the purchase. Because I submitted proof and it's clearly shown on my account that I HAD SUFFICIENT MILES. I have filed a formal complaint with the ******************************* as well. United should not be able to play with people's accounts and arbitrarily do what ever it wants without preapproval. And your system did not provide any notice stating I had insufficient miles at the time of booking. Otherwise, I would never have booked it.

Sincerely,

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

I'm very sorry we're unable to reach an agreement to resolve this issue. 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.

As previously advised, we unable to modify and/or exchange your future ticket via email. Passengers needing assistance with their future travel plans are advised to contact our *********************** at **************. A highly trained agent will be glad to **** you with your travel needs.

Thank you for your understanding.

Regards,

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

Complaint: 23382884

I am rejecting this response because: I submitted evidence with screenshots of my account that confirm my facts. United has yet to provide the same documentation, although it was requested. I will file a formal complaint with the *****************************

Sincerely,

******* ***
Initial Complaint
Date:05/27/2025
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 back in less then a week with another horrid business practice by United that I would like to warn passengers about. Essentially intended to 'sneak charge' customers. I booked two tickets - confirmation AL5MY3 and confirmation BBSWGC - using my ***** United ******** card. The policy explicitly is that United will NOT charge for bags when passengers use the ***** ******** card to book. So I used my card ending in 8982 to book the the tickets. After booking the tickets - my cell phone and United ***** ******** card were lost while traveling. So I reported it to ***** and they sent me a new United ******** card (ending in 9290). With this event United automatically removed the free bag allowance for both of my confirmation numbers. EVEN though nothing had actually changed - I had followed policy and both reservations were made on the ***** United explorer card. To ensure that I got free luggage. They basically are penalizing me for having lost my card and requesting a replacement.I spent 2 hours on chat with United customer service (and provided MULTIPLE screenshots to prove my tickets were booked using the United card). No resolution - on the contrary I was transferred between departments no less then 10x (no exaggeration - I have screenshots to prove it). Later on I tried to reach out to the United official social media account and still just got the run around.All this says to me is that:a) United tech systems are so incredibly archaic b) United customer service is next to nonexistent-ten transfers and yet no resolution to such a simple issue c) United is basically trying to 'sneak charge' me for a benefit I clearly qualify for (just because I lost my credit card and needed a replacement doesn't mean I should be penalized)d) United agents struggle with troubleshooting. A very simple fix would've been to just rebook the same ticket and tag my updated United ***** ******** card number. But that logic did not prevail with ANY of the agents I spoke to.
Business Response
Date: 05/28/2025
Dear Ms. **************** received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn of your baggage fee discrepancy regarding your upcoming trip with us. Passengers who purchase their tickets using their United Airlines MileagePlus Explorer card ****** with ***** do receive the free baggage allowance for their trip. However once a ticket has been purchased, our system does not allow changes to the form of payment. I also regret we are unable to modify and/or exchange future travel ticket via email;as modifications to the ticket(s) require direct feedback from the passenger. Passengers requesting to modify their future travel plans are advised to contact our *********************** at **************.

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

Regards,

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

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

CONFIRMATION NUMBER: AL5MY3
NAME ON TICKET: ***** ***** - NM011383
TICKET NUMBER: 01624881415570
TICKET ISSUE DATE: 19MAY25
TICKET AMOUNT: $5.60USD
TICKET TYPE: MILEAGE AWARD
TOTAL MILEAGE DEDUCTION - ***** MILES * WEBCO

ETICKET:
UA 2344   09JUL25   AUS-IAD
UA 4539   09JUL25   IAD-PHL

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

CONFIRMATION NUMBER: BBSWGC
NAME ON TICKET: ***** ***** - NM011383
TICKET NUMBER: 01624818566803
TICKET ISSUE DATE: 29APR25
TICKET AMOUNT: $5.60USD
TICKET TYPE: MILEAGE AWARD
TOTAL MILEAGE DEDUCTION - ***** MILES * WEBCO

ETICKET:
UA 2197   30JUN25   PHL-IAH
UA 1980 30JUN25   IAH-AUS
Customer Answer
Date: 05/29/2025

Complaint: 23380165

I am rejecting this response because I DID purchase BOTH tickets with a ***** United Explorer card.
United is simply not living up to its terms (explicitly stated and advertised) that ANY such purchase on a United Explorer card would qualify for free baggage.
My flight from PHL to ****** on 6/30 (as well as my return flight on 7/9) HAS been booked on my United Explorer card.
*****
Business Response
Date: 05/30/2025
Dear Ms. **************** glad to receive your reply and appreciate having another opportunity to address your concerns and request. I am sorry to learn your continued disappointment regarding baggage fee discrepancy on your upcoming trip with us. As previously advised, we are unable to modify and/or exchange future travel ticket via email; as modifications to the ticket(s) require direct feedback from the passenger. Passengers requesting to modify their future travel plans are advised to contact our *********************** at **************.

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

Regards,

***** ********
Customer Care Management
**********************
Case ID -*************** / 33731834
BBB COMPLAINT # ********
Customer Answer
Date: 06/02/2025

Complaint: 23380165

I am rejecting this response because United simply refuses to live up to its self defined standard policy. The website clearly lists that any ticket purchased with the United Explorer card would qualify for free luggage.
The public should be made aware that United customer service is inadequate to resolve issues caused by their own computer systems.
The airline has now wasted about six hours of my time for what should be a simple fix. And yet not a single united. **************** agent is able to troubleshoot what requires a straightforward fix.
I simply will not accept for United to deny any accountability for an issue caused by their system.
Sincerely,

***** *****
Initial Complaint
Date:05/26/2025
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.
Last night May 25th my wife was supposed to fly from *** to *** on an evening flight. The flight was then delayed by around 2 hours due to a crack in the windshield. Fast forward to today May 26th I was suppose to board UA1846 from *** to ORD just find out my flight is cancelled due to another technical issue and parts not being available. Two days in a row, Ive spent nearly 12 hours at airports waiting on. My wife yesterday and waiting on my flight tonight, just to then have to select a middle seat on a 6 AM flight tomorrow morning and having to reorganize my entire trip. Ive had to spend extra time and money just because United cant keep their planes running.
Business Response
Date: 05/28/2025
Hi *****,

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your and your wife's flight experience. 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 delays and cancellations you encountered. I understand how disruptive and stressful travel disruptions can be, especially when they impact your plans and cause additional expenses.

I researched the details of the flight, and because your wife's flight UA291 from ******* to ******** was impacted by a minor delay due to mechanical issues, it is not eligible for compensation. However, I'd like to make things better. I'm going to send ******* an electronic travel certificate as a goodwill gesture. 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.

Since your flight UA1846 from ******** to ******* was canceled due to technical issues, and you were rebooked for your flight the next day, I'm going to send 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.

Additionally, I have authorized a refund for the ***** miles Economy Plus seat purchased for a flight from ******** to *******. It will be posted to your account within 48 to 72 hours.

Furthermore, if you incurred any reasonable out-of-pocket expenses for hotel, meals, and ground transportation because of the delay, you may be eligible for reimbursement. As part of the process, we would appreciate it if you could provide the official receipt for your expenses, showing the method of payment used, the purchaser's name, the date of the transaction, the amount, the merchant's name, the check-in and check-out date at the hotel, and the pick-up and drop-off location for the transportation. Upon receiving all the necessary information, we will let you know what will be reimbursed. Also, please provide your mailing address.

We understand and appreciate your refund request. We reviewed the information you provided, and since we were able to confirm you completed your travel and your ticket is fully used, you are not eligible for a refund.

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

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