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

4,235 total complaints in the last 3 years.
1,360 complaints closed in the last 12 months.

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Submit a Complaint

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:07/01/2025
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.
according to the ****************************, united will provide meals and hotel accommodations for cancelled, or delayed flights.United was suppose to send me (9) meal vouchers, lunch/dinner/breakfast from sunday into monday. This covers myself (******) and my son (******) as well as my step son ****** ******* *** (10/28/2008).Some of the vouchers i received had the same "card numbers" so this mustve been an oversight because they couldnt all be used.Furthermore, i was only able to use (3) of the (9) vouchers, the others being declined or not feasible to use.The airline advised me after the fact (7/1/25) that the vouchers are only valid at the airport. This however should be amended. If they are only valid at the air port, i would have to travel 9 miles (10:30am) to the hotel to check in, then back to the airport for lunch... Back to the hotel after lunch, then back to the airport for dinner..... back to the hotel to sleep... then back to the airport for dinner.. This obviously is an oversight and should be amended in policy.furthermore, when traveling with 3 people, more would find it prudent to eat at the same location, which intern would make (1) bill for the combined 3 meals. This would not work for our vouchers either.Desired resolution would be reimbursement for ($90) via check mailed to my home address for the not usable (6) vouchers. OR ($90) future airfare credit
Business Response
Date: 07/02/2025
Hi Justin,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23543022 against us regarding your request for reimbursement of unused meal vouchers or compensation. I appreciate the opportunity to respond to your concerns.

We understand how frustrating travel disruptions can be, particularly when traveling with family, and we truly regret the inconvenience caused by the delay and the challenges in using the provided meal vouchers.

The meal vouchers issued were intended as a goodwill gesture to assist during the delay, and we sincerely apologize if there was any confusion regarding their use or limitations. While we strive to make these accommodations as helpful as possible, the vouchers are only redeemable at participating airport vendors and are not eligible for reimbursement or exchange if unused or declined at the point of sale.

I researched the details of the flight, and because the flight had a minor delay, it is not eligible for compensation. However, we appreciate you as a MileagePlus member, so I'm going to send each of you an electronic travel certificate as goodwill. 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.

We understand your concerns regarding the practicality of using them while commuting between the hotel and airport, and we've noted your feedback for review as we continue to evaluate how to best support our customers in similar situations. That said, we are not able to process reimbursement for vouchers that could not be redeemed.

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

Warm Regards,

Chesca
Customer Care
Case ID: 175148560158713
Customer Answer
Date: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23543022, and find that this resolution is satisfactory to me.

Sincerely,

Justin Pfeiffer
Initial Complaint
Date:07/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear United,Ultimately, my situation was a known issue with your web page/software. The core of the issue is that I did not authorize United to charge my credit card $3,100. I authorized United to charge $2,200. The only explanation I have received is that since I am on partner airlines that my $900 cannot be refunded (this was a miles and money software issue). I have only asked for some sort of resolution. The fair thing to do is use my miles and refund my money, but I understand that you may have constraints. But, not once has a United Airlines employee presented any other kind of solution. Like an, I'm sorry you have spent over 6 hours working with customer service for a known issue, here is ____________ miles as a sorry and thank you for being a loyal customer. I have never been rude during my interactions with UA staff. However, one staff member did forward me to PriceLine while I was mid-sentence. Again, the core issue is the amount I authorized UA to charge my card. Since it has been months and I haven't heard anything, I am searching for other venues in which I can file a complaint related to the charge on my card, like the BBB. Please respond and help me with the issue that was a known issue on your end, as the company.
Business Response
Date: 07/02/2025
Dear Mr. ********** and Mr. ****************** glad to receive another feedback from you regarding your recent experience with us. Im sorry to learn your continued disappointment regarding the tickets your purchased for travel July 18th and 25th,2025. As the world's economy continues to fluctuate, we must also remain stable and ready for more challenges in the future. United Airlines continues to remain competitive and continue to evaluate each routes and marketing needs; and with the summer travel season upon us, passengers are continuously and simultaneously booking their flights/ticket through our website or through our ***********************. That being said, our Fares and Availability are capacity controlled and are subject to change until ticketed. *************************** and our website do not have any control with inventory fares and availability.

When booking flights through our website, the fare(s) are shown during the flight selection, and the total amount of the ticket will be shown prior to purchasing ticket(s). When the ticket(s) have been purchased, the total amount of the ticket will appear on the receipt. Should a passenger disagree with ticket they purchase and chooses not to travel, passengers may elect to refund tickets. With our 24 hour ticketing policy, passengers are given the chance to review their itinerary/ticket and make any necessary changes to their reservations without penalty fees. After 24 hours, any changes to the itinerary/ticket will be subject to applicable penalties and changes fees. This is in compliance with the ***** regulations.

Our 24-hour booking policy can be found on our website:
***********************************************************************************************

In review of your ticket (confirmation number: ) I regret we are unable adjust the fare on your ticket. We are also unable to modify and/or exchange your ticket via email as our availability can change and direct feedback from the passenger(s) is required. Passengers that have concerns regarding their future travel are asked to contact our *********************** at **************. A highly trained agent will be glad to assist you with your travel needs.

We appreciate your understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID *************** / 34360294
BBB COMPLAINT # ********
Initial Complaint
Date:06/30/2025
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.
Claim #: EWR51077D United Case ID: *************** On 5/23/2025, I flew UA71 from ********* to ******. I arrived at airport 3 hours early, and despite minimal check-in traffic, a United agent insisted I check my brand-new carry-on, citing a full flight. I expressed concern about damage but was forced to comply. Upon boarding, I saw ample overhead space and many passengers with carry-ons. When I arrived in ******, It was really frustrating to find my suitcase was indeed ********** EWR, I received a yellow baggage report card and a case number. I submitted a damage claim to Rynns Luggage on 5/29, and shipped the suitcase on 6/2. After no updates, I followed up with Rynns on 6/16. On 6/17, I was sent a replacement link.On 6/20, I received an unexpected ***** notification. I contacted Rynns and was then told the replacement was canceled without notice and a repair was being sent instead. I was told the suitcase wasnt restored to original specs and I had to wait for package to arrive then return again. I explained this wouldnt work for my July 1 travel. The agent was dismissive and unhelpful.On 6/20, I contacted Uniteds ************************ Supervisor Lucky escalated the case and promised settlement payment within 2448 hours. On 6/24, still no update. I called United and another agent promised ***** hours for claim payment again. On 6/27, I contacted United again and was told the claim may now take 46 weeks-completely contradicting earlier promises. I also received another ***** label from Rynns with no explanation. Uniteds agent ***** contacted Rynns, who claimed they needed the repaired bag back for proper assessment, which Rynns previously said it was already done on 6/***** of 6/30, Ive made repeated calls, received conflicting info, and still have no resolution. My travel is tomorrow, July 1. I am requesting United to issue the $95 claim settlement, as repeatedly promised. Detailed timeline attached.
Business Response
Date: 07/02/2025
Dear Ms. *****,

We 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 May 23rd, 2025. From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Our goal at United is to provide our guests and their belongings with safe and reliable service

In review of your case, our records show that you have been in previous correspondence with our ************************* regarding your damaged bag (Baggage Claim: EWR51077D). Please understand, all baggage related issues (delayed, lost or damaged) are strictly handled by our baggage center. Passengers that have additional concerns and/or discrepancies regarding their claim settlement are advised to contact our ************************* at **************.

While we would have preferred it to be under better circumstances, we appreciate you for sharing your feedback about recent experience with United. Your feedback has been shared to our senior management team as it will help us improve our services. We sincerely apologize for the inconvenience that was caused to you. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your loyalty and business.

Regards,

***** ********
Customer Care Management
**********************
Case ID -*************** / 34361247
BBB COMPLAINT # ********
Customer Answer
Date: 07/03/2025

Complaint: 23539756

I am rejecting this response because: United has provided neither a resolution nor the courtesy warranted given the significant time and effort I have invested with the ************************ ***** directed me to contact *********************** again - an avenue that has already proven ineffective and confusing in the past two weeks. I was informed that reimbursement would be based solely on Rynns assessment. However, I have serious concerns about the validity of that assessment, particularly given that the bag was shipped via ***** twice and sustained damage in the process. If Rynns assigns a value of only $10 to a badly torn and clearly devalued bag, how can that possibly reflect the original value of my loss?

This escalation now is not just about the damaged baggage. It is about Uniteds failure to provide clear information, consistent communication, and to honor commitments. Multiple United agents and supervisors assured me that the claim payment would be settled by June 24. That promise has not been fulfilled and therefore, I am seeking a claim settlement payment of $95, which reflects the value of my brand new bag before it was damaged by Unitednot based on Rynns unfair post-damage assessment.

Business Response
Date: 07/07/2025
Dear Ms. *****,

I am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. Though I am sorry to learn your continued disappointment regarding your damaged bag.Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.

As previously advised, all baggage related issues (delayed, lost or damaged) are strictly handled by our baggage center. Passengers that have additional concerns and/or discrepancies regarding their claim settlement are advised to contact our ************************* at **************. (Baggage Claim: EWR51077D).

Thank you for your patience and understanding.

Regards,

***** ********
Customer Care Management
**********************
Case ID -*************** / 34457308
BBB COMPLAINT # ********
Customer Answer
Date: 07/08/2025

Complaint: 23539756

I am rejecting this response because: Even though I understand that baggage issues are handled by the ********************* your repeated deferral to them raises a troubling question: does United not stand behind the service provided by the **************?

When the ************** fails to meet the standard of service that customers have come to expect from ******************************* inconsistent information and causing unnecessary frustrationwho is ultimately accountable? In a situation like this, where service has clearly broken down, how can customers continue to place their trust in ********************** and continue to fly with United? No customer wants to deal with the a service failure like this.

Sincerely,

**** *****
Initial Complaint
Date:06/30/2025
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 June 26, 2025, I was booked on United Airlines flight UA1397 from ******, ** to ******, *** route that typically takes under 40 minutes in the air. The flight was delayed over 7 hours, which is an egregious disruption, especially for a short-haul domestic flight. United claimed the delay stemmed from inbound aircraft and crew availability issues due to weather in another part of the country. However, there were no weather disruptions in ****** or ******, and this flight departed from one of Uniteds primary hubs, where contingency plans should be in place.Customer service was virtually unreachable. Their app interface appears deliberately designed to exhaust consumers, with circular prompts, dropped calls, and hidden live contact options. When I finally spoke to a representative, I was told to remain at the gate and assured there would be no further delay. This was false and stopped me from making a contingency plan.United later sent an email denying any refund altogether. They instead offered ***** MileagePlus miles, an insultingly inadequate gesture given the time lost and false promises made.United, as one of the largest carriers, holds substantial market power. With fewer alternatives available to consumers, their operational vulnerabilitiessuch as cascading delays from a single weather eventcan go unchecked. Their refusal to issue appropriate compensation further suggests that protecting margins takes precedence over service quality or fairness to the consumer.This incident demonstrates how United Airlines operational shortcomings, technological design choices, and refund policies work together to deceive and disadvantage consumersparticularly in an industry with limited choice.I request:Investigation into United Airlines' handling of controllable delays and compensation practices Examination how user interface design may be used to inhibit access to customer support
Business Response
Date: 07/02/2025
Hi *******,

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

Thank you for reaching out and for sharing your experience regarding United Airlines flight UA1397 from ****** to ****** on June 26, 2025. We sincerely regret the disruption to your travel plans and the inconvenience this delay caused.

We understand how frustrating it must have been to face a significant delay on such a short-haul flight, particularly without timely or clear updates. Your concerns about the impact of operational delays, challenges in reaching customer service, and the usability of our digital tools have been noted and escalated internally for further review.

We also acknowledge your frustration with the information you were given at the gate and the limited alternatives available to you as a result.

As a gesture of goodwill, and beyond our standard compensation policy, our records indicate that we have credited a total of ****** MileagePlus miles to your account. We understand this may not fully make up for the inconvenience, but it reflects our recognition of your disrupted experience and our desire to make amends.

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.

Although I do understand your frustration, we do have provisions in place that we must follow, and we regret any frustration this causes. We are not able to override United's policies.

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

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

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 07/02/2025

Complaint: 23536948

I am rejecting this response because: I reject the notion that United Airline's hands are tied on this matter and there is nothing they can do. They did not deliver on the product they sold to me and it was due to the breakdown of their own operations. A $460 37 minute flight is a very high margin flight for United Airlines and there was ample cheaper options at the time of booking. They did not deliver on the service that I paid for but still want to charge a full freight. The ****** points credited into my account is a scapegoat as it has very little value and won't cover any of my future flights if I am to even fly United Airlines again. This is a matter of principle and I believe United Airlines is using their position as a major airline to do harm to their consumers. No other industry would be able to get away with this type of treatment to their customers.

******* *****
Business Response
Date: 07/07/2025
Hi *******,

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

Once again, I sincerely apologize for the disruption to your travel plans and for the continued frustration this situation has caused. We recognize how important it is for our customers to receive the service they were promised, and I truly regret that we did not meet that expectation during your recent experience.

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 I hope our team gets the opportunity to welcome you on board another United flight very soon.

We thank you for your continued loyalty as a valued MileagePlus member.

Regards,

Guia
Customer Care
Case ID: ***************
Customer Answer
Date: 07/08/2025

Complaint: 23536948

I reiterate that United Airlines was fully responsible for the 7 HOUR delay on my flight and that they did not provide me with the service I paid for within any realm of reason. I was charged $460 for a very short flight. The cost of this route is routinely advertised for under $200 round trip. I paid the premium to travel during a busier commute time so I could get home during a reasonable hour. Clearly I did not get to travel during the time slot I paid for, in fact I didn't even get to travel the same day that I paid for. To add insult to injury their communication kept me from seeking an alternative mode of transportation. If I were to have purchased a ticket for the time slot I actually flew it would have sold for under $200.The lack of response out of United Airlines for the service disruption they caused and the clear attempt to avoid any concessions demonstrates their disregard for the consumer. Any reasonable business would have refunded me 50% of my ticket at this point. I am utterly disgusted at their response.

******* *****
Initial Complaint
Date:06/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
hi, I made reservations to go with my family of 5 to **********************, going there was no issue , as iam a united explorer member credit card holder I know I can take two luggages below and two on top, so all I made going to Morelia was 40 dollars for my son luggage. While I was coming back on the 29th of June 2025, at the *************** I checked in my bags where the lady told me it was only be 300 pesos , so I said ok thats fine cause that sounds about right 40 American dollars for the extra luggage, when I look at my back card, I was being charge 315 dollars ! From united. Right away I called united airlines and that they told me there nothing they can do for me. Its completely unacceptable Im a credit card holder through united airline and I had absolute no trouble whatsoever. On top of that they said well were your bags overweight, they didnt tell me any of the sort. so Im looking at my electronic bill of the amount of ******. That is beyond insane! When I went first and only had to pay *****. Confirmation number is G9NH7G
Business Response
Date: 07/01/2025
Hi Ivana,

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

I'm sorry for any misunderstanding when you were charged an extra baggage fee at the airport. I understand it can be difficult to know the exact weight of your bags before traveling.

As a valued United Explorer cardmember, we truly appreciate your loyalty, and I regret to hear about the unexpected charge of $315.00 for your checked baggage. In some cases, excess baggage charges can apply if bags exceed the weight or size limits, or if multiple bags are checked in beyond what is included with your cardmember benefits. However, I understand that you were not informed of any such issues at the time, which is not the experience we aim to provide. I sincerely apologize that our airport staff did not clearly communicate the details of the charge or offer assistance when you called to clarify the situation.

To make amends, I have authorized a refund of $315.20 for the overweight and first checked baggage fee for a flight from ******* to ************. It will be reflected on your account ending in 2697 within seven 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: ***************
Initial Complaint
Date:06/29/2025
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.
I rebooked my flight and was supposed receive a travel credit of $312.70. This travel credit was displayed before, during and after the rebooking process. I also received an email from United Airlines confirming the credit of $312.70 which was supposed to be valid until 12/08/2025. I took screen shots from the whole rebooking process which show my travel credit and also have the confirming email from Untied as evidence. Now, I was looking to make a new reservation and use my flight credit but didnt see it in my United account. I called and chatted with United and was told there were system glitches that might have caused the issue. Other people have reported the issue on travel related websites as well.I was told to fill out a form online which I did. Now I received an email explaining the issue away as follows:After carefully reviewing your reservation and associated records, we'd like to clarify that the actual value of your Future Flight Credit is $28.50 USD, not $312.70 as initially believed.United lost my money due to a system glitch and instead of rectifying the issue, United is now trying to explain the issue away because people looking at their computer screens dont understand it. But I have provided all my screen shots and expect United to make this credit available for me for use.Please can you help.
Business Response
Date: 07/01/2025
Dear
Mr. Wolff,

We
received your feedback from our Better Business      Bureau regarding your recent experience with us. I am sorry to learn of your unpleasant
experience and apologize for your ticketing discrepancy when you recently
exchanged your tickets. In review of
your ticket, I do that a flight credit in the amount of $312.70 was advised when
you exchanged your ticket. Therefore, I
will be sending you an Electronic Travel Certificate ($312.70) for you to utilize
towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for
processing. Your ETC will arrive in a
separate email containing details on how to redeem your certificate.

Should
you have any questions and/or need assistance with your Electronic Travel
Certificate, please contact our Reservations Department at 1-800-864-8331. A highly trained agent will be glad to assist
you with your travel needs.

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

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 175136343868064
BBB
COMPLAINT # 23535250

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

CONFIRMATION
NUMBER: CTSJ93

ORIGINAL
TICKET:
NAME
ON TICKET: GERHARD HERBERT WOLFF - CBU16786
TICKET
NUMBER: 01624464270774
TICKET
ISSUE DATE: 27DEC24
TICKET
AMOUNT: $4059.41USD
E-TICKET:
UA   961   02JAN25    FRA-EWR (STATUS: USED)
UA
1343   02JAN25    EWR-RSW
(STATUS: USED)
UA
1728   25MAY25   RSW-IAD   (STATUS: EXCHANGED ON 26APR25)
UA   989   25MAY25   IAD-FRA    (STATUS: EXCHANGED ON 26APR25)

NEW
TICKET:
TICKET
NUMBER: 01624810426981
TICKET
EXCHANGED ON: 26APR25
TICKET
AMOUNT: $4030.71USD
E-TICKET:
UA   961   02JAN25    FRA-EWR
UA USED
UA
1343   02JAN25    EWR-RSW
UA USED
UA
2477   07OCT25    RSW-EWR
UA     42   07OCT25    EWR-FRA
Customer Answer
Date: 07/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23535250, and find that this resolution is satisfactory to me.

Sincerely,

Gerhard Wolff
Initial Complaint
Date:06/29/2025
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.
During a United flight on May 04th, 2025 (****** to ******* and then to ******, although houston to ****** was cancelled), I experienced a series of delays and cancellations. The flight cancellations and delays were due to: a fight between passengers involving the state police, extreme turbulence, delays due to IT issues (plane had to be manually weighed), fueling, catering issues, and the cancellation of the last leg of my flight (which we would have made if not for all of the previous delays) eventually due to weather among other problems.The issue is that I spoke with two United employees before booking any hotels or rental cars, including a supervisor at United named ***, who assured me that any costs for hotels/rental cars would be fully reimbursed. The expenses were substantial, amounting to 750 dollars. However, upon submission of my receipts, their customer care team (employee named ******) said that I would receive no compensation. They would not provide details as to why, or why their employees (again including a supervisor!), told me something different. They just stated that they would not he reimbursing me for anything, and eventually stopped answering any emails. Abysmal customer service, but worst of all, they misled me- I would have slept in the airport and not spent all that money had I known they had lied to me.
Business Response
Date: 07/01/2025
Hi ******,

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 sincerely apologize for the series of events and the disruption to your journey from ****** to ******* and ultimately to *******

Im truly sorry to hear about the number of unexpected issues you encountered during your trip, including the passenger incident, operational delays, and the eventual cancellation of your final leg. I understand how exhausting and stressful this must have been, especially after such a long and difficult travel day.

Most importantly, I want to express my deep regret for the conflicting information you received from our employees, particularly after being told by a supervisor that your hotel and rental car expenses would be reimbursed. Its understandable that you feel misled and frustrated by the outcome. That should not have happened, and I apologize sincerely for the breakdown in communication and the lack of follow-through that followed your initial contact.

I researched the details of the flight, and because the flight UA1980 from ******* to ****** was canceled due to extreme weather, which is considered an event outside of Uniteds control, it is not eligible for compensation. We understand you incurred expenses for hotel and alternate travel, but we do not provide reimbursement in situations beyond our control. However, as a goodwill gesture, my colleague issued a $150 electronic travel certificate as compensation for a flight disruption and inconvenience. I have forwarded the travel certificate details to your email, and you will receive it within a few business days.

Additionally, our records indicate that your return flight from ****** to ******* on May 5, 2025, was delayed due to a fueling vendor, which caused a misconnection. To make amends, I will send you an electronic travel certificate. 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. I hope the certificate provided helps to offset some of the inconvenience you experienced.

If you incurred any reasonable out-of-pocket expenses in ******* for hotel, meals, and ground transportation because of the delay, you may be eligible for reimbursement. When you have a moment, please provide the official receipt for your expenses, showing the method of payment used, the purchaser's name, the date of the transaction, 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.

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

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

Regards,

Guia
Customer Care
Case ID: ***************
Initial Complaint
Date:06/29/2025
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 June 1st I was notified that my seat and my husband's seat was changed on a flight On June 1 to OGG UA1736. I called customer service and requested that my seat be moved back to the original one I paid for. The customer service agent said they could not do that, but that they could refund the money I paid for the seat upgrades. After she refunded me, she told me it was possible that my seat could be moved again before my flight because I was sitting in a premium economy seat without paying the fare for it. She then recharged me upgraded fare so I wouldn't be bumped again, and I was told that I could call after my trip to get the refund after the flight instead. When I returned from my trip I called customer service again to request my refund like she told me to do (June 9). They refused and told me I had to fill out a form. I filled out the form on June 9. I got an email on June 11 saying that I was refunded the amount I paid for the upgrade on June 2. They are incorrect- I did not receive the refund because I was recharged the same day. I then requested the refund again- explaining what happened and I got the same response on June 21, that I had already been refunded. I would like my refund that I was originally refunded and then recharged for on June 1- it should be $305.98
Business Response
Date: 07/01/2025
Hi April,

The Better Business Bureau has notified United Airlines that you have filed complaint #23534329 against us regarding your refund request for the seat change. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the inconvenience and frustration you’ve experienced regarding the seat change and refund process on your flight to Maui. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

Seat assignments can change unexpectedly due to aircraft swaps, schedule changes or other unforeseen circumstances. Still, I understand how disappointing it can be to not sit in the seat you requested.

Additionally, please be advised that the Economy Plus seat is not considered an upgraded cabin; it remains within the economy class. However, it does offer an additional 5 inches of legroom compared to regular economy seats, enhancing your comfort during the flight.

Also, the Economy Plus seat fee is non-refundable, especially once the service has been provided. However, as a one-time exception, I have authorized a refund for the $152.99 seat purchased per passenger for a flight from Denver to Maui. It will be reflected on your account ending in 3585 within seven 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: 175131339843294
Customer Answer
Date: 07/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23534329, and find that this resolution is satisfactory to me.

Sincerely,

April Leitshuh
Initial Complaint
Date:06/28/2025
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 booked a Thanksgiving-holiday round trip to ******* and then another round trip to ***** with United in August 2024. Then, without informing me, United cancelled the flight to ***** due to double booking. Still, they did not inform me of the cancellation, nor refund me. I only figured out the cancellation one month later. It again took me several hour-long calls to receive a partial refund (957.92/1147.4). Still, after another round of several calls, the United still refused to refund me. Their excuse was that one IAD-ORD flight of the cancelled ORD-MAD round trip was not refundable--even though I booked a fully refundable ticket of the entire ORD-MAD flight and there was no way for me to take the IAD-ORD flight because the rest of the trip was cancelled. A refund was made after I initiated a credit card dispute in Dec, but that's already 4 months after the cancellation. No apology or compensation was made for the lack of communication before or after the cancellation, the hours of futile phone calls, or the significant delay of refund.
Business Response
Date: 06/30/2025
Hi You

The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your canceled flight and refund issues. I appreciate the opportunity to respond to your concerns.

Thank you for bringing this to our attention, and please accept our sincerest apologies for the inconvenience and frustration you experienced.

We understand how important your travel plans were, especially during the busy holiday season, and we deeply regret the series of issues that impacted your trips to ******* and *****. We sincerely apologize for the lack of communication regarding the cancellation of your Spain-bound itinerary. When our system detects duplicate bookings, it may automatically cancel one of the reservations to prevent conflicts or violations of airline policies. However, we recognize that in your case, this action was taken without notifying you, and that is unacceptable.

Also, I'm sorry for the difficulties you encountered in securing a refund. Your ticket was purchased as fully refundable, and we regret that only a partial refund was initially issued. The confusion over the Washington Dulles to ******* segment should never have prevented a full reimbursement, especially given that the rest of your journey had been canceled and was therefore no longer viable.

We acknowledge the significant time and effort you spent on repeated phone calls, as well as the additional stress caused by the delay and need to pursue a credit card dispute. This is not the experience we aim to provide, and we truly regret the inconvenience it has caused you.

To make amends, 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 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: ***************
Initial Complaint
Date:06/28/2025
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.
United when booking ticket mentioned free baggage for onward trip. When I went to the airport this information did not show up and had to pay. Later checking the mobile app, it mentioned free first baggage but got busy with my trip. After a couple of days 1. Checked with customer care about this but they mentioned that they could not see any such information.2. They asked me to share a screenshot but I could not access that page on mobile app. Mobile app was showing wrong information that baggage was not free.3. I later retrieved a screenshot with free baggage but they asked me to go to customer care.I asked customer care for apology and refund for the bad experience but customer care just refunded.Why did ********************** hide information such that even their customer support employee could not find this information. It was providing wrong information to me through mobile app is not professional. Why would United want to create integrity issue for the customers with wrong information.I want ********************** to apologize for the awful experience and correct this so that other customers do not face such a bad experience.Attaching 3 supporting documents (1) denial of information in mobile app (no trips), (2) customer support message confirming that they did not see free checked bag, and (3) old screenshot showing free checked bag.
Business Response
Date: 06/30/2025
Hi Ganesh,

The Better Business Bureau has notified United Airlines that you have filed complaint #23531842 against us regarding your baggage fee issues. I appreciate the opportunity to respond to your concerns.

I'm sorry to hear you were charged some unexpected bag fees.

I sincerely apologize for the conflicting information you received regarding your checked baggage fee and for the inconvenience and stress this caused.

We recognize how frustrating it must have been to arrive at the airport expecting complimentary baggage, only to be charged due to conflicting or missing information. We also understand how concerning it was that our customer support agents were initially unable to verify what you had seen, and that you had to take additional steps to prove your eligibility for a benefit that should have been visible and honored.

I have thoroughly reviewed your reservation, and as I have confirmed, a standard checked baggage fee applies for flights from Orange County to San Francisco and back. Additionally, I'd like to clarify that the free checked baggage benefit applies specifically to United Chase cardholders, and the United credit card was used to book the ticket, Premier members, active U.S. military personnel, and those traveling in Business and Premium class cabins. Unfortunately, if you do not meet these criteria, the free baggage allowance will not apply. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

However, I'd like to make things better, so I have authorized a refund for the $40 baggage fee for a flight from San Francisco to Orange County. It will be reflected on your account ending in 2659 within seven business days.

For future reference, you can use our baggage calculator via this link: https://www.united.com/en/US/checked-bag-fee-calculator/any-flights.

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.

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

Regards,

Guia
Customer Care
Case ID: 175122657801991
Customer Answer
Date: 06/30/2025

Complaint: 23531842

I am rejecting this response because:
1. I already have received a refund for this through the case number mentioned as the reference. Please check again - I did not request a refund through BBB.
2. Despite sharing a screenshot showing free checked bag from the United Airlines mobile app, I see denial from the executive. The whole problem is about providing inconsistent information - one to me and another to their executive and for not letting me access the same information. This is completely confusing. Assuming the executive is right, why did the app show wrong information. Assuming I am right, why did the app not show this trip details in my past trips shared with customer support.
When it happens to me, this can happen to anybody and United has not corrected that.

Sincerely,

Ganesh C S
Business Response
Date: 07/02/2025
Hi Ganesh,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23531842 against us regarding your complaint about the miscommunication about the bag fee on the app. I appreciate the opportunity to respond to your concerns.

Thank you for following up and for giving us the opportunity to review your concerns in more detail.

I'd like to clarify that the refund for the bag fee on your flight from Orange County was processed following your outreach through the Better Business Bureau. Separately, the bag fee refund for your flight from San Francisco was processed after you contacted United Customer Care on April 10, 2025. We apologize for any confusion that may have resulted from these multiple channels and communications.

We also regret the miscommunication regarding the checked baggage policy shown in the United mobile app. We understand how frustrating it must have been to receive different information from the app, customer service, and our executive team. You're absolutely right to point out the importance of consistency and clarity, and we are actively working with our technical and mobile development teams to investigate and resolve discrepancies like the one you experienced.

The fact that your app displayed different eligibility details—or that your trip wasn't reflected under your past itineraries—is something we take seriously, and your feedback has been shared with our internal product and technology teams for review and improvement.

We sincerely apologize for the inconvenience and confusion this situation caused. Your experience highlights exactly why we're committed to improving the transparency and reliability of the information we provide across all platforms.

Your business is truly valued, and we will continue working hard to rebuild your confidence in our service. We're hoping to see you again in the future.

Warm Regards,

Chesca
Customer Care
Case ID: 175138155788597
Customer Answer
Date: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23531842, and find that this resolution is satisfactory to me.

Sincerely,

Ganesh C S

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