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.

close

Find a Location

United Airlines, Inc. has 88 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  United Airlines, Inc.

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

• 

  United Airlines

  3901 Mokulele Loop, #23 Lihue, HI 96766

• 

  United Airlines @ Hartsfield

  PO Box 20949 Atlanta, GA 30320-0949

• 

  United Airlines, Inc.

  Online Reservation Online Reservation, NJ 07003

• 

  United Airlines, Inc.

  5300 Riverside Dr Cleveland, OH 44135-3130

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:05/29/2025

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

• 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,
  
  **** ********