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Business Profile

Airlines

United Airlines, Inc.

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint type

    • Initial Complaint

      Date:06/27/2025

      Type:Product Issues
      Status:
      Answered
      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 ticket was purchased on May 5th 2025 via *********** (Itinerary # **************) United Confirmation: IY1L3X. Departing flight leaves on July 11th 2025. Sadly couple of weeks after purchasing I have noticed a misspelling of my name on the ticket and contacted ******* to have it changed. So far, I have spoke with 4 representatives from ******* on 2 different occasions and was told that my name cannot be changed because United cannot change my name on the ticket. United claims that since it was purchased via Expedia they (Expedia) need to make this change, suggesting Expedia should cancel and re-issue a ticket with correct name. I have also filled an online name change form to ******* including submitting a copy of my passport. Now this is a message I've received in response to it on June 13th from Expedia: "We reached out to United with your request to correct the name on your airline ticket but, unfortunately, United won't allow the name correction. The best option is to re-book with the correct name and cancel your existing reservation in your Expedia account. The cancelation and rebooking will be based on the restriction of your ticket rules." Basically Expedia is blaming United and United sends me back to Expedia forcing me to purchase another ticket. Incorrect spelling of my name is: Barthomey Zelajtys while it should be *********** Zelaytys, same person, same date of birth, same passport number. All I want is to correct the spelling of my name and be on my way on July 11th. Per Expedia (and United) website information name spelling changes are free and certainly allowed, they do have an online form for that particular reason. Ticket was purchased using an email: **********************

      Business Response

      Date: 06/30/2025

      Dear Mr. ******************* received your letter from the Better Business Bureau regarding your recent experience with us.  I am sorry to learn the name on your ticket was booked in error when you booked your flights with Expedia.comon November 29th, 2024.  Please understand, all airlines (including United Airlines), require the name on ticket match the name on the passengers government issued I.D (drivers license,passport, Visas, etc.,). 

      With United Airlines 24 hour ticketing policy, passengers who purchase their tickets directly with United, 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.

      We have reviewed your ticket and your case.  Since your ticket was booked directly through *********** on November 29th,2024, United Airlines is unable to make any modifications and/or refund to your ticket.  We advise you to contact your local ticket agent (Expedia) regarding your ticket validity and options.

      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 *************** / 34293231
      BBB COMPLAINT # ********

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

      CONFIRMATION NUMBER:  IY1L3X
      NAME ON TICKET:  BARTHOMEY ZELAJTYS
      TICKET NUMBR:  ************** / **************
      TICKET ISSUE DATE:  29NOV24
      TICKET AMOUNT:  $1039.61USD
      TICKET TYPE:  NON-REFUNDABLE / RESTRICTED
      TICKET BOOKED THROUGH:  ***************

      E-TICKET: 
      UA 8937   11JUL25   WAW-FRA  (OPERATED BY LUFTHANSA AIRLINES)
      UA     59   11JUL25   FRA-SFO   (OPERATED BY UNITED AIRLINES)
      UA   638   11JUL25   SFO-HNL   (OPERATED BY UNITED AIRLINES)
      VOID
      LH   453   29NOV25   LAX-MUC   (OPERATED BY LUFTHANSA AIRLINES)
      LH 1614   30NOV25   MUC-WAW (OPERATED BY LUFTHANSA AIRLINES)

      Customer Answer

      Date: 07/04/2025

       
      Complaint: 23527252

      I am rejecting this response because:

      United did not suggest any resolution besides hiding behind its rules and regulations, typical corporate bs.

      Sincerely,

      *********** Zelaytys

      Business Response

      Date: 07/07/2025

      Dear Mr. ****************** am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. I am sorry to learn your continued disappointment regarding the error of your name for your upcoming trip with us. 

      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 we are unable to modify the name on your ticket.  As previously advise, all airlines (including United Airlines), require the name on ticket match the name on the passengers government issued I.D (drivers license, passport, Visas, etc.,).  Since your ticket was booked directly through *********** on November 29th, 2024, we advise you again to contact your local ticket agent (Expedia) regarding your ticket validity and options.

      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 *************** / 34455569
      BBB COMPLAINT # ********

      Customer Answer

      Date: 07/08/2025

       
      Complaint: 23527252

      I am rejecting this response because:

      This is 21st Century and things like that should be easily fixed, unless your technology is dated, let's just hope your plains aren't.

      Sincerely,

      *********** Zelaytys

    • Initial Complaint

      Date:06/27/2025

      Type:Product Issues
      Status:
      Answered
      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 United Airlines flight UA 1920 from ******* to *********, my checked bag was incorrectly tagged under another passengers name. Upon arrival, my bag was missing. I filed a report at the airport (File Reference: LAS23220M) and was told Id receive email or text updatesnone ever came. Over the next 48+ hours, I had to call over 10 times, spending hours on hold, and received conflicting information from every representative I spoke with.I was repeatedly told I would receive $150 in compensation for the delay and inconvenience, but more than a week later, I have received nothing. I called back to follow up and was told again that it was being processed, yet nothing has been issued. I feel Ive been misled and lied to multiple ********* agent said the bag was en route to *********, another said it was untraceable, and then I was informed it was mistakenly sent to MSP due to confusion at the **************. I only recovered it after personally contacting staff at ***. I received no outreach, no proactive updates, and no follow-up calls from United throughout this entire ********* a MileagePlus member and have flown United many times. This experience was unacceptable. The customer service I received was disorganized, misleading, and dismissive. I am requesting the full $150 compensation I was promised and a refund for my flight due to the mishandling of my baggage and the severe lack of communication and accountability.

      Business Response

      Date: 06/30/2025

      Dear Mr.  ******* and ******,

      Were glad to receive another feedback from you regarding your recent trip with us.  I am sorry to learn your continued disappointment regarding your recent experience and your baggage delay when you traveled with u on June 19th, 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

      We have reviewed your case again, and respectfully I regret your refund request has been declined as your tickets have been used.  Once a ticket is used, it is not eligible for a refund.  I am also sorry to learn you have not yet received your certificate from our Baggage Resolution Center.  Below are the details of your certificate:

      NAME ON CERTICATE:  MR. ****** *******
      PROMOTION CODE:  25TCVA
      PIN:  **********
      AMOUNT:  $150.00
      ISSUED DATE:  27JUN25
      EXPIRATION DATE:  27JUN26
      ISSUED BY:  UNITED AIRLINES BAGGAGE RESOLUTION CENTER
      CASE ID:  ********

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

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

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


      Regards,

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

      BAGGAGE CLAIM:  LAS23220M

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

      CONFIRMATION NUMBER:  PN6SSQ
      NAME ON TICKET:  ******* / NATHAN  
      TICKET NUMBER:  01672478089305
      TICKET ISSUE DATE:  27MAR25
      TICKET AMOUNT:  $385.96USD
      TICKET TYPE:  NON-REFUNDABLE / RESTRICTED

      NAME ON TICKET:  ****** / ANA      
      TICKET NUMBER:  01672478089316
      TICKET ISSUE DATE:  27MAR25
      TICKET AMOUNT:  $385.96USD
      TICKET TYPE:  NON-REFUNDABLE / RESTRICTED

      ETICKET: 
      UA1920   19JUN25   ORD-LAS   (STATUS:  USED)
      UA  664   23JUN25   LAS-ORD   (STATUS:  USED)

      Customer Answer

      Date: 07/02/2025

       
      Complaint: 23525736

      I am rejecting this response because:

      I am rejecting United Airlines response because it does not adequately address the full extent of the poor service I experienced. While I eventually recovered my bag, I received no meaningful communication from United, no assistance from customer service despite repeated calls, and no updates after filing my report. I was promised $150 compensation multiple times and had to call repeatedly over several days to track my bag myself. 

      As a loyal United customer and ************************ member, I expected more. The mishandling of my baggage and the complete breakdown in customer support caused significant stress, inconvenience, and time lost on my trip. Im requesting additional compensation beyond the promised $150, such as a partial refund or award miles, as a gesture of goodwill for the mishandling and lack of customer service. At this point, ********************** has failed to make this right, and I am disappointed by the lack of accountability.


      Sincerely,

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

      Business Response

      Date: 07/03/2025

      Dear Mr. ******* and Ms. **************** am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. I am sorry to learn your continued disappointment regarding your flight experience and baggage delay. 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 goodwill certificate ($150) 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 June 19th, 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 *************** / 34370541
      BBB COMPLAINT # ********

      Customer Answer

      Date: 07/08/2025

       
      Complaint: 23525736

      I am rejecting this response because:

      The only resolution I received was $150 when my bag was missing and not returned for over 60 hours. This is $150 of travel credit that I can only use with United and only eligible United purchases. 

      Sincerely,

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

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Date of Transaction: 02/21/2025 Total Amount Paid: $******** (emergency ticket)+1,780.00 (original United ticket)+200.00 baggage fees Business Involved: United Airlines ***************** Flight from ******* to ********* via ****** and *****, departing April 18 at 6:00 PM, arriving April 20 at 9:30 AM, with two free checked bags Booking ID: 3TDQHB / Ticket #: ************* On April 18, 2025, I was scheduled to fly with United Airlines from ******* to *********. The itinerary included connections in ****** and *****. I received multiple delay notifications on the day of departure, with the final update at 6:07 PM showing the Toronto flight delayed until 8:00 PM. This would cause me to miss my critical connection in ****** and derail my entire trip.I tried contacting Avion Rewards, who issued the ticket, but was unable to reach anyonelikely due to the holiday. I then called United. The representative told me no alternate flights were available and promised a full refund. Based on this, I purchased a last-minute ********** ticket for ******** to reach my ************** fiance booked separately but on the same itinerary was rebooked by United at no cost onto an alternate flight, the same one I ended up paying out-of-pocket to board. We have video evidence showing that flight had empty seats, disproving the representatives claim that no alternatives were available. United also included two free checked bags in my original booking. The emergency ticket required me to pay baggage fees both ways, adding around $200 in extra costs. While I did receive a partial refund, United has not reimbursed me for the emergency flight or baggage fees. Their inconsistent support and failure to honor their promises caused unnecessary financial and emotional hardship. Resolution Sought:Reimbursement of $******** (emergency flight)`Reimbursement of ~$200.00 (baggage fees)Compensation for stress and inconvenience I respectfully request BBBs assistance in resolving this matter fairly.

      Business Response

      Date: 06/30/2025

      Dear Mr. ***************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry to learn of your flight disruption and apologize for your unpleasant experience when you were scheduled to travel with us on April 18th, 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. We realize the weather conditions this day affected many of our passengers and flights.  The local Air Traffic Control had delayed and diverted numerous flights in the area that day. Safety is Uniteds number one priority, so we do not operate against advice issued by ***; and we continue to work diligently within federal guidelines to operate as close as possible to our published schedule.

      Respectfully I regret your reimbursement request for your unexpected travel expense has been declined.  Please understand, United does not provide reimbursement or compensation when flights have been affected due to weather conditions, Air Traffic Control, or Uncontrollable Events. Additionally,United does not reimburse tickets and baggage fees purchased on other airlines.  If you need assistance with additional expenses, passengers are advised to reach out to their credit card provider or trip insurance for possible options.

      Our records do show that your tickets have been refunded back to your original form of payment as you were unable to travel on United Airlines. We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; and we would like to continue our business relationship with you.Again, I apologize we have not met your expectation, and we ask that you give us another opportunity to leave you with a better impression of our service and to regain your confidence.

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


      Regards,

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

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

      PASSENGER: ******
      TICKET(S): 0161406992294 ,0161406992295
      REQUEST ID: ********
      Dear ****** ******:
      Were sorry your travel didnt go as planned.
      To make things right, we have refunded your ticket to the original form of payment.
      We have processed refund in the following manner:
      Amount:CAD1716.03
      Form of payment: MC...ending in...0541
      Refund Date: May 26, 2025
      Thanks for flying with us! We look forward to welcoming you on your next United flight.
      Sincerely,
      United Refunds

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Answered
      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 wife and I had planned our HONEYMOON from AR to ***** (*****, **) from 6/18/2025 - 6/23/2025. To our disappointment, there was a delay in our first flight, on 6/18 that would have caused us to miss our layover to get to HI. Working with United, the only other way to get to the Island was to push it back a day. We moved the flight to 6/19, and the same thing happened again! We were unable to get a flight to our HONEYMOON destination! We received confirmation from United that this was due to a staffing problem where they did not have a pilot for our flight, so the issue was on them, not us, or weather! We would have had to push it back a day again. Keep in mind, an ****** and rental car were purchased for use in HI. We ended up having to cancel the trip (refund of tickets was provided, but not incurred expenses lost due to United's error). We would like to be reimbursed for our ******* rental car, and Hotel (purchased for one night since we had to push back our HONEYMOON), as our trip was cancelled due to us having to keep pushing it back. I have attached all the receipts. United was not able to provide a service that was paid for. Further, I have submitted 4 reimbursement requests for the bnb, car, and hotel, and we do not get any sort of correspondence back... From my point of view, United Airlines clearly breached their duty of care as a carrier, which directly resulted in the cancellation of our trip and significant financial and personal inconvenience. We entered into an agreement with United under the reasonable expectation that they would provide safe, timely, and reliable transportation as scheduled. However, due to a mistake entirely on their part, our travel plans were derailed, and we did not get to go on our honeymoon, and lose our already incurred costs. I am asking Better Business Bureau to help me obtain my refund, as United has not even given me the time of day regarding the incurred expenses other than the flight.

      Business Response

      Date: 06/27/2025

      Hi ********,

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

      We sincerely apologize for the disruption you and your wife experienced during what should have been a joyful and memorable timeyour honeymoon. We recognize how meaningful this trip was, and we are truly sorry that we failed to deliver the experience you expected and deserved.

      We understand the frustration and disappointment caused by the repeated delays and cancellations on June 18 and June 19, which ultimately forced you to cancel your long-planned trip to *****. Its especially troubling to hear that the disruption was due to a staffing issue on our end, and we sincerely regret the impact this had on your travel plans, finances, and peace of mind.

      Our records show that your concern, submitted to our ************* team under case ID: ***************, was addressed on June 21, 2025. A colleague issued a $150 electronic travel certificate for each passenger. I have sent the details of the travel certificates to your email, and you should receive them within a few business days.

      Additionally, 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.

      Please be advised that your ticket has been fully refunded. In accordance with our reimbursement policy, once a ticket is refunded, we are unable to reimburse any additional expenses incurred. The check for the refunded ticket will be sent to you within 21 business days from the processing date of June 21, 2025. If you do not receive the refund within that period, we recommend contacting your travel agency for further assistance.

      While I'm not able to fulfill your request on this issue, I will send you an additional 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. I hope the certificate provided helps to offset some of the inconvenience you experienced.

      We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.

      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
      *************
      Case ID: ***************

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Im writing to express my extreme frustration with the handling of my recent trip from ************ to ******. After a delay in *************** due to weather, I missed my connection in ******. I was rebooked to fly from D.C. to ******, but no ticket was issued from ****** to ******. I waited 9 hours in D.C., then upon arrival in ******, was sent between Air Europa and ******, with neither airline able to issue a ticket. I spent over 3 hours on the phone with United, incurring 270 in charges, and still received no resolution. I ended up stranded, paid for a hotel, and took a train to ****** the next day. This trip took over 48 hours, caused unnecessary stress, and I was left without support. I request reimbursement for the disrupted flight, hotel, train, and phone costs, as well as compensation for the unacceptable experience. This was the worst travel experience Ive ever had, and I expect a prompt response.I am expecting the following: Full reimbursement of the disrupted segment (Washington D.C. Madrid Malaga).Reimbursement for out-of-pocket expenses, including hotel, train fare, and phone charges (receipts can be provided upon request).Compensation for the extreme inconvenience, emotional distress, and loss of time caused by Uniteds mishandling of the situation.

      Business Response

      Date: 06/27/2025

      Dear Ms. **************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry to learn of your flight disruption and apologize for your unpleasant experience when you traveled with us on June 19th, 2025.  From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines.Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We also understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured it is never our intent to inconvenience our passengers in any way, and I am very sorry your valid expectations of receiving optimal customer service were not met while traveling with us.

      Respectfully I regret your refund request has been declined as your tickets have been used.  Once a ticket has been used, it is not eligible for a refund.  However I do realize your flight experience was disappointing, and to help make amends, I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.

      For reimbursement consideration on your unexpected travel expense, please reply with a copy of your receipt(s).  Please understand that United Airlines does not reimburse prepaid expense, activities,or events. If you need assistance with those costs, reach out to your credit card provider or trip insurance for possible options.

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

      I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
      We look forward to the opportunity to


      Regards,

      ***** ********
      Customer Care Management
      **********************
      Case ID *************** / 34240142
      BBB COMPLAINT # ********

      Customer Answer

      Date: 06/30/2025

       
      Complaint: 23520950

      I am rejecting this response because:

      Dear United ************* Team,
      Thank you for your response to my Better Business Bureau complaint. However, I must respectfully clarify that your decision to decline my refund request is based on incorrect information.
      Contrary to your claim, I did not complete the final leg of my itinerary (****** to *****). Due to significant disruptions on my journey, I was rescheduled to a flight over 24 hours later for that final segment. A United representative acknowledged the inconvenience and advised me to return to ***** by my own means, which I did.
      Given this, it is inaccurate to state that the full ticket was "used." The final flight was neither taken nor realistically feasible due to the unreasonable delay, which forced me to make alternative arrangements at personal cost.
      Furthermore, I would like to reiterate that I am a European resident and do not travel frequently to or within the United States. Therefore, offering an Electronic Travel Certificate for future United flights is not a suitable form of compensation, as United does not operate flights within ******. This offer does not acknowledge the true impact or inconvenience of my disrupted travel.
      As a European citizen, I also remind you that ** Regulation 261/2004 establishes clear passenger rights in the event of significant flight delays or cancellations, including the right to monetary compensation.
      Accordingly, I am requesting:
      A reassessment of my case acknowledging that the final flight was not taken and was rescheduled over 24 hours later.
      A monetary refund or financial compensation in accordance with ** regulations, not a non-usable voucher.
      Consideration of the advice I received directly from a United staff member who encouraged me to make my own way back to Mlaga.
      I trust you will take this into account and respond appropriately. I look forward to a resolution that accurately reflects the facts and complies with international passenger rights.


      Sincerely,

      ****** *****

      Business Response

      Date: 06/30/2025

      Dear Ms. *************** am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. I am sorry to learn your continued disappointment regarding your flight on June 19th, 2025.  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 and/or alternative compensation has been declined.  I also understand you are requesting monetary compensation under European Regulation EC261/2004.  The flight in question (UA591 19JUN25 IAD to EWR) did not originate in an ** signatory state; therefore is not applicable to this case, as United is a U.S.flagship carrier and not an ** Community carrier. However, I have submitted your unused ticket (IB1005Y 21JUN MADAGP) to our ****************** for further review.  Our ****************** will contact you within 30 days to advise you of your refund status. 

      I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill certificate ($350) 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 June 19th, 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 *************** / 34298955
      BBB COMPLAINT # ********

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 17th 2025, my family and I were traveling to ******* from ******, **. We booked our luggage with our entire weeks worth of necessities for the trip, including medication for hashimotos disease. United told us to purchase interim items while they searched for our bag. While trip, I did not take my medication, nor had any of mine or my husbands items. Once we got back home from the trip, United confirmed that our bag was lost and to file a claim for reimbursement of the lost bag. The reimbursement would not include the interim purchases, only what was in the lost bag, which was worth over $4,000 of items (clothing, accessories, shoes, hair styling equipment, meds, etc.). United offered to pay $2,000 which barely covered the cost of the items in the bag and the interim purchases made. Importantly, I suffered due to not taking my medication for a week, which the doctor agreed would affect my disease. We also planned family photo sessions, which were cancelled due to not having any of our clothing. United has been terrible with accommodating the lost bag and the amount we are owed.

      Business Response

      Date: 06/27/2025

      Dear Mrs. ******* and family,

      We received your letter from the Better Business Bureau regarding your recent experience with us.  I am sorry to learn your baggage was lost when you traveled with us on May 17th, 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 lost bag (Baggage Claim:  NAS16492M).  Our baggage center had previously paid you $2,000.00USD for your lost bag.  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 *************** / 34237941
      BBB COMPLAINT # ********

    • Initial Complaint

      Date:06/25/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 flight was cancelled due to a major storm under a travel waiver, and I was advised that I had a year to rebook. When I tried rebook I couldnt, called in and was advised that a refund was no longer an option and instead flight credit was only available but I had to request credit to be extended through the customer care website. Once I did that the credit request was denied. I appealed the denial and was denied again. The final denial said that the credit had to be used by 1yr from the purchase not the travel cancellation (which is not what I was told when it was cancelled). Conflicting phone and email guidance were provided. All this adds insult to injury for a company Ive been very loyal to, bought a premium seat for and havent been able to travel due to a medical issue for the past year the has physically prevented me from taking a long plane ride.

      Business Response

      Date: 06/27/2025

      Hi ****,

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

      We sincerely apologize for the confusion, frustration, and inconvenience caused by the conflicting information you received regarding your flight credit and rebooking options. We understand that your flight was canceled under a weather-related travel waiver, and you were advised at the time that you had a year to rebook.

      We also recognize that your situation has been further complicated by a medical issue that prevented you from traveling within the original timeframe. On behalf of our United family, please accept our well wishes.

      Please be advised that when United issues a travel credit, the expiration date and other information are included in the documentation provided to the customer via email. While we do not send reminders before a travel credit expires, we encourage passengers to review the information provided and plan their travel accordingly to make the most of their credit.

      After thoroughly reviewing your reservation with confirmation number AVRWC7, I can confirm that your ticket has already expired on April 22, 2025. I understand you want to extend the validity of your future flight credit. However, due to the expiration of the ticket, it is no longer valid and cannot be reinstated or extended. Also, we are unable to manually extend the flight credit, as it is governed by the terms and conditions of the travel credit. To clarify, our travel credit is valid for one year from the original ticket issue date, and travel must begin before it expires.

      While I'm unable to fulfill what you originally requested, as a gesture of goodwill, I will send you an electronic travel certificate as compensation for the misinformation. This certificate can be used toward future travel on United, United Express, and our partner airlines' flights. Details of the ETC will arrive in a separate email within the next few business days.

      You can always use the electronic travel certificate as a discount on a new ticket for yourself, a family member, or a friend. Since these are non-transferable, you'll need to give them the promotion code and PIN that's on the face of the coupon. If you need more information, you can find additional details included with the certificate.

      We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.

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

      Regards,

      Guia
      Customer Care
      Case ID: ***************

    • Initial Complaint

      Date:06/25/2025

      Type:Product Issues
      Status:
      Answered
      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 7/17/2024 my flight from IAD to EWR was cancelled, and I was issued a credit for $364.47 by an agent as a result. This was in addition to multiple other flights being cancelled and rescheduled during this trip from 7/14/2024 - 7/17/2024. Despite not using the credit and it not expiring, I was unable to use the credit as it showed up as $0 in the system. After spending countless hours with customer service representatives on the phone and on their online chat, I was finally issued a partial refund of $140.59. This amount does not reflect the full value of the original credit, I am still owed $223.88, and I was provided no context around the partial refund. I have emailed United multiple times, spent additional hours on the phone with their refunds department, and have been put on hold for hours after requesting a supervisor. United is making it procedurally impossible for me to secure the remaining portion of my credit via refund.The attached screenshots document the full credit amount and the short-paid refund amount.

      Business Response

      Date: 06/27/2025

      Dear Mr. *********************** glad to receive another feedback from you regarding your trip with us in July 2024.  I want to apologize again for your flight disruption when you traveled with us on July 17th, 2024.  Based on my findings, your scheduled flights (UA3657 and UA3413) was cancelled by the local Air Traffic Control due to the weather conditions this day.  The local Air Traffic Control had cancelled and diverted numerous flights in the area that day. Safety is Uniteds number one priority, so we do not operate against advice issued by ***; and we continue to work diligently within federal guidelines to operate as close as possible to our published schedule.

      I am also sorry to learn of your refund discrepancy.  Please understand, a refund is based off the unused portion of your ticket.  In review of your ticket (see below), our ****************** had refunded your unused portion between IAD to EWR (UA2455).  Should you have any questions and/or concerns regarding the refund you received, passengers are advised to contact our ****************** at ************.  You may also reach our ****************** by clicking on the following link:  ************************************************

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


      Regards,

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


      CONFIRMATION NUMBER:  PT3JG4

      ORIGINAL TICKET:
      CONFIRMATION NUMBER: 
      NAME ON TICKET:  ********** / ******* *******
      TICKET NUMBER:  **************
      TICKET ISSUE DATE:  9JUL24 
      TICKET AMOUNT:  $813.95USD
      ETICKET: 
      UA3408   14JUL24   EWR-BGR  (STATUS:  USED)
      UA3657   17JUL24   BGR-EWR  (STATUS:  EXCHANGED)

      NEW TICKET: 
      NAME ON TICKET:  ********** / CHARLESWILLIAM
      TICKET NUMBER:  01624056627896
      TICKET EXCHANGED ON:  17JUL24
      E-TICKET: 
      UA3408   14JUL24   EWR-BGR  (STATUS:  USED)
      UA3538   17JUL24   PWM-IAD   (STATUS:  USED)
      UA2455   18JUL24   IAD-EWR  (STATUS:  UNUSED)

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

      6/10/2025 7:38:59 PM
      Hi *******,
      Thanks for reaching out to us. 
      Please call our Refund team at: ************ for any questions you have.  
      Regards,
      ******
      Customer Care
      Case ID: ***************

      Customer Answer

      Date: 06/30/2025

       
      Complaint: 23519430

      I am rejecting this response because:

      The response from United does not acknowledge the original credit amount (provided in the attached), or attempt to provide an explanation for why the refund I received differs from the original credit amount. Every response I have received from United fails to take accountability for issuance of the $364.47 credit, which was issued directly for the unused portion of the flight itinerary (IAD-EWR). United does not even attempt to quantify the value of the unused portion of the trip in their response. United provides boilerplate language around the process for issuing credits and refunds, without recognizing that the refund they provided was only a partial restitution of the full original credit amount I was issued. 

      I cannot accept a response from United until action is taken to refund the remaining $223.88 portion of the credit I was issued and unable to utilize.

      Sincerely,

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

      Business Response

      Date: 07/01/2025

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

      As previously advised, discrepancies regarding your refunds are handled by our ******************.  So we may further assist you, please contact our ****************** at ************.  You may also reach our ****************** by clicking on the following link:  ************************************************.

      We appreciate your patience and understanding.


      Regards,

      ***** ********
      Customer Care Management
      **********************
      Case ID *************** / 34322432
      BBB COMPLAINT # ********

      Customer Answer

      Date: 07/02/2025

       
      Complaint: 23519430

      I am rejecting this response because:

      United only refers me to the refunds department in their response - I have gotten the same response previously, discussed with the refunds department at length, and have been placed on hold for hours by this department without resolving of my issue. Again, the response from United does not acknowledge the original credit amount or attempt to provide an explanation for why the refund I received differs from the original credit amount.

      United continues to make receiving this refund procedurally impossible. It seems as though nobody at the company is capable of addressing my issue without redirecting me to a different party where the process begins all over again. Through the cyclical and predatory nature in which United has continually failed to appropriately address my issue, it is clear that the company has no intention of honoring my credit and processing this refund in full.

      Sincerely,

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

    • Initial Complaint

      Date:06/25/2025

      Type:Product Issues
      Status:
      Answered
      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 filing a formal complaint regarding the experience my family and I endured while traveling on United Airlines (Confirmation ****************** beginning June 17, 2025, and am requesting compensation for the severe disruption, hardship, and financial losses it caused. On 6/17, I was traveling with my 7-month pregnant wife, our 22-month-old daughter, and 10-year-old nephew. We arrived at the ******************** for a 3:50 PM direct flight to ******. After boarding, we were delayed due to weather sitting on the plane for 2 hours. As we prepared for takeoff, a maintenance light came on. We returned to the gate and deplaned. After 1.5 hours, we reboardedonly to have the same issue occur. We were removed again, and eventually told the crew had timed out. The flight was delayed to 10:00 AM the next day, then cancelled for maint. Minimal communication was provided. Our luggage was recovered only through word-of-mouth. We reached the hotel around 11:40 PM. We were rebooked for 6/18 via ******* with an 11-hour layover, but our nephew was not included. We switched to a 6/19 flight with a shorter layover so he could be rebooked. When we arrived at 4:25 AM, our seats were again separated, with our 10-year-old placed 15 rows away. The gate agent refused to assist. Then another maintenance delay pushed the flight 4+ hours. My wife, in tears and physically distressed, could no longer wait. We rented a car and drove 25 hours home. Every flight we were rebooked on for 6/18 and 6/19 was later canceled due to maintenance or staffing. My nephews booking was changed repeatedly, including to a flight bound for **********, D.C. We missed work, medical appointments, and incurred costs for transportation, food, lodging, and childcare. The emotional and physical toll was overwhelming. We are requesting compensation in the amount of $3,811.84 and urge United to take responsibility for this unacceptable experience. I contacted United ************* and they offered us a $100.00 voucher.

      Business Response

      Date: 06/27/2025

      Hi Daniel,

      The Better Business Bureau has notified United Airlines that you have filed complaint #23518369 against us regarding your flight experience, compensation, and reimbursement request. I appreciate the opportunity to respond to your concerns.

      We sincerely apologize for the significant disruptions, stress, and hardship this caused, especially given your wife’s pregnancy and the presence of young children at your party.

      We deeply regret the delays, cancellations, seating issues, and communication breakdowns you encountered throughout your journey beginning on June 17, 2025. We understand how distressing it was for your family to endure repeated maintenance problems, lengthy layovers, and rebooking complications, not to mention the physical and emotional toll it took on you all. This falls far short of the level of service we strive to provide.

      Your concerns regarding the handling of your luggage, seat assignments, and the lack of adequate assistance from our gate staff are important to us. We are sharing your feedback with the relevant departments to ensure that we learn from this experience and improve our operations and customer care going forward.

      To make amends, 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' flight. 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.

      Our records indicate that my colleague already submitted a refund request for your 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: https://www.united.com/web/en-US/content/reservations/refunds/refund.aspx.
       
      Refund Request ID: 47211676, 47211675, and 47211674

      Furthermore, please be advised that the ticket under this confirmation number, IB0Q2C, was already refunded on June 23, 2025. It will be reflected on the account ending in 8046 within seven business days.

      We understand that a day's loss of wages can be a significant loss, and we empathize with your situation. However, I regret to inform you that we don't offer compensation or reimbursement for lost wages.

      Additionally, 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.

      Regarding your car rental, meals, gas, and hotel expenses, in accordance with our reimbursement policy, once a ticket is eligible for a full refund, we are unable to reimburse any additional expenses incurred. Thank you for your understanding in this matter.

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

      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: 175098124184938

      Customer Answer

      Date: 06/30/2025

       

      Complaint: 23518369



      I am rejecting this response because:

      I am writing in response to your recent offer of a $200 travel credit as compensation for the significant disruption we experienced with United Airlines. Unfortunately, this offer is both insufficient and unacceptable given the circumstances.

      The $200 credit does not come close to covering the actual out-of-pocket costs we incurred, which include alternative travel arrangements, a rental car, hotel stay, gas, meals, and other unplanned expenses required just to make it home. Beyond the financial burden, your airline’s lack of proper maintenance, resulting in four separate flight cancellations or delays, demonstrated a clear disregard for both operational responsibility and customer well-being.

      Most concerning is the toll this ordeal took on my wife, who is seven months pregnant. The repeated boarding and deplaning, the long hours spent standing in terminals, and the stress of managing a toddler throughout the chaos directly contributed to medical complications. Upon returning home, she was forced to see her OB-GYN immediately due to complications that arose as a direct result of this experience.

      It is also worth noting that the value of your proposed travel certificate was not clearly stated in your response, which leads me to believe it was intentionally omitted, possibly to obscure the offer from regulatory bodies like the Better Business Bureau. We have no interest in accepting future travel credits from United Airlines, as this experience has eroded all trust in your ability to safely and reliably serve your customers.

      We are requesting a full reimbursement for the expenses itemized in our initial complaint. This is not only reasonable, it is necessary to make our family whole after the financial and emotional hardship your company caused.

      Please do not issue any additional travel vouchers. We expect a monetary reimbursement that reflects the actual costs and consequences we suffered as a result of United’s failures.



      Sincerely,



      Daniel Carlin

      Business Response

      Date: 06/30/2025

      Dear Mr.  Carlin and
      family,

      I am glad to receive your reply and
      appreciate having another opportunity to address your concerns and requests. I
      am sorry to learn your continued disappointment regarding your flight disruption
      on June 17th, 2025. 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 reimbursement request and 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 goodwill certificates
      ($200 each) 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 June 17th,
      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 www.United.com/feedback.

      As Customer Care representatives, we
      are empowered to devise the best possible resolution, considering the
      circumstances of what happened and the impact to our valued customer. While
      United Airlines 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,

      James Castillo
      Customer Care Management
      United Airlines
      Case ID -175129750242015 / 34297618
      BBB
      COMPLAINT # 23518369

      Customer Answer

      Date: 07/01/2025

       

      Complaint: 23518369



      I am rejecting this response because:

      I’m sure you have a family of your own, and I hope you can empathize with the financial burden this situation has placed on mine. I also hope you understand why we are not willing to accept the $200 travel vouchers you offered especially when we experienced four separate flight issues across a four-day period, all related to maintenance problems.

      I’ve never filed a complaint through the BBB before, nor have I ever sought reimbursement from a company in a situation like this. I understand that unforeseen maintenance issues or weather delays can happen from time to time. However, in this case, we were originally booked on a direct flight on June 17, which was canceled due to maintenance. We were then rebooked on an unreasonable multi-leg flight with an 11-hour layover far from acceptable given we were traveling with a toddler and my wife is seven months pregnant and our original flight was direct.

      On June 19, we were rebooked onto two more flights, both of which were also canceled due to maintenance issues. We didn’t arrive back in Denver until June 20, three days after our original departure date. This was not the result of weather, but systemic maintenance failures, which directly led to out-of-pocket expenses we never expected to incur.

      At a minimum, I believe that compensating us for half of the total amount requested is reasonable. That would simply cover the rental car, hotel, gas, and food required to make the journey home that your airline was unable to complete.

      If you are unwilling to meet us halfway, I will have no choice but to escalate this to the next level, as I believe any reasonable judge would see the merit of our case and the impact your airline's failures have had on our family.


      Sincerely,



      Daniel Carlin

    • Initial Complaint

      Date:06/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      6.15.25 flight ua5780 repeated delays until 1030 pm notified flight canceled. Midnight arrived from shuttle to airport 530 am 6.16.25 picked up to return to ***************, arrived home at *************** hours later than what I paid for . I incured the original cost $$416.08 and $45.14 in additional changes and missed a full days pay a loss of $192 Based on the department of transportation i should be granted a full refund because the delay was not of my own doing and not weather related The worst part is they knew the flight would cancel , had i been informed prior to arriving at airport i could have made other arrangements. Additionally they could have put me on another flight with American.I paid to get me home at 9:20 6.15.2025

      Business Response

      Date: 06/27/2025

      Dear *******,

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

      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.

      In recognition of the delay, you have now received $300 in electronic travel certificates.  

      We feel we have fairly responded to your concerns and look forward to welcoming you back aboard in the near future.

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

      Customer Answer

      Date: 06/30/2025

       
      Complaint: 23518133

      I am rejecting this response because: The department of transportation states if flight was excessively delayed or canceled I am allowed a full refund. My flight was delayed and canceled resulting in getting me home 19 hours later than what I paid for, regardless I also paid almost $50 in food and drinks and because of the 19 hour loss I lost a full days pay. 

      They offered me 100 vouture and 50 vouture , both I refused because voutures do not reimburse for lost time, lost wages or a 19 hour inconvenience. 

      The company needs to follow the rules just like the rest of us . I did my part i arrived early, i paid to get myself home by 920 pm june 15th . They did not do their part by eventually getting me home at 415 on the 16th 


      Sincerely,

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

      Business Response

      Date: 07/02/2025

      Dear 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 June 15th, 2025. 
      See Case IDs:
      ***************
      ***************
      175004367843960
      33987446

      I am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. Though I want to apologize again for your flight disruption when you traveled with us on June 15th, 2025; and I am also sorry for any possible misinformation you may have received regarding our refund policy.  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.

      United Airlines continues to comply with the **************************** (D.O.T) directives regarding its refund policy. A passenger(s) is eligible for a refund when a flight has been cancelled and/or experienced a significant delay; and the passenger chooses not to travel.  This information can be found in the ****** website shown below.  We have reviewed your tickets again, and respectfully I regret your refund request has been declined; as your tickets have been used. 

      I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill miles (******) and certificates ($100,$100, $50, $50) 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 June 15th, 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 -*************** / 34355347
      BBB COMPLAINT # ********

      Related Case IDs:
      ***************
      ***************
      175004367843960
      33987446

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

      *******************************************************************************
      Am I Entitled to a Refund?
      Cancelled Flight A consumer is entitled to a refund if the airline cancelled a flight,regardless of the reason, and the consumer chooses not to travel
      Schedule Change/Significant Delay - A consumer is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the consumer chooses not to travel


      CONFIRMTION NUMBER:  BEED0W
      NAME ON TICKET:  ******/******* - TF993146
      TICKET NUMBER:  01672670093171
      TICKET ISSUE DATE:  12JUN25

      ETICKET: 
      UA1126   16JUN25   MEM-ORD  (STATUS:  USED)
      UA  357   16JUN25   ORD-SYR   (STATUS:  USED)

      Customer Answer

      Date: 07/03/2025

       
      Complaint: 23518133

      I am rejecting this response , please note their file . I will take business elsewhere whenever physically possible because of such a bad experience,  I'll also make sure to post publicly how they chose not to handle the account,as I have already told family friends and colleagues just how bad they handled this situation.  In fact 3 people chose to cancel their pending flight and choose another carrier, I will continue to suggest others do the same if at all possible.

      Regardless thank you BBB for trying to help ne resolve this situation. 

      I will never use points and I did not receive or accept their credits . If actually provided they will remain unused 


      Sincerely,

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

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