Business Profile

Airlines

United Airlines, Inc.

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Complaints

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

Customer Complaints Summary

4,243 total complaints in the last 3 years.
1,370 complaints closed in the last 12 months.

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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:08/24/2022
Type:Sales and Advertising 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.
8.8.22- I checked in two bags from ********** to *******. My plaid suitcase the one strap was ripped off and the other strap is literally hanging by a thread. The black suitcase the zipper liner is off the track. 8.22.22- My bag was broken into! I had my wallet in my suit case. My military license was sitting outside of my wallet. And it was inside of my wallet.I have provided pictures to the united airlines and they have not responded back. I want a refund! United had me pay $160 for them to basically, break into and destroy my luggage!? And then expect me to pay for new luggage for how they treated my luggage. Would you be okay and accept your luggage this way? I highly doubt it. Also going into my suitcase and seeing my military ID. I did not serve this country to be treated like trash. I hope that is not how United is training their employees to be disrespectful. I didn't want to report this , but this needs to be reported to the public.
Business Response
Date: 09/01/2022
BBB Case # ********

Dear ****************:
Your file submitted to the Better Business Bureau has been forwarded to my attention for handling.
I am sorry to learn of your recent travel experience with your bag.
A damage report must be filed at the airport within 24 hours of your arrival so our agents can properly assess the bag. It's important to leave your bag tags attached. Once an agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction.

If you've left the airport without reporting the damage, please contact our ************************* at **************.

I have refunded the two bag fees associated with your August 8th travel date. If you have any questions or concerns regarding your damaged bag please contact our ************************* directly at the phone number listed above.

We look forward to seeing you again soon.
Kind regards,
***********************
Customer Care Management
Case ID:  ********
Customer Answer
Date: 09/06/2022

Complaint: 17761976

I am rejecting this response because: I do not have any bags. I still have one more flight on Sunday back to **********. I was told by the guy at the airport that he labeled my bags as totaled. I also want a reimbursement for a suitcase, so I can get a new suitcase to get home!

Sincerely,

***************************
Business Response
Date: 09/09/2022
BBB Case # ********
Dear ****************:
As mentioned in my previous email you will need to reach out to our ************************* directly regarding your baggage. They can be reached by phone at **************.
Our ************************* handles all baggage related claims such as damage and delayed bags. Your claim for damage should have been reported at the airport in the *************** Office.
While I appreciate your sending the photos through the Better Business Bureau, our *************** Office must see the damages to your bag in person.
A damage report must be filed at the airport within 24 hours of your arrival so our agents can properly assess the bag. It's important to leave your bag tags attached. Once an agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction.

If you've left the airport without reporting the damage, please contact our ************************* at **************.

If you have any questions, please let us know.

We look forward to seeing you again soon.
Regards,
************
Customer Care Management
Case ID:  ********
Initial Complaint
Date:08/24/2022
Type:Customer Service 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.
8.18.22 My bag was broken on the way to Houston. I provided them with pictures and not have heard anything back. Literally my bag was ripped open and scruffed up. 08.22.22 This is the worse on the way back from ******* to *******! MY BAG WAS broken into from the employees of united airlines. I had a bag of my medicine and my Xanax pills were taken from my bag. Also, I had foot surgery last month and they did not have a wheelchair ready for me. And now my foot hurts due to this issue. On the way to houston everything was ready for me. But on the way back to Memphis, I was treated like trash! I contacted united airlines and they had me on hold for 45 minutes and did not try to help me what so ever! I will never use this airline every again. Now I am calling my doctor to refill until my next refill and he can't help because he not allowed to send a new prescription before a refill. So now I am waiting for a claim through my insurance. I want my money back from how they treated me, my luggage and for stealing prescription pills from my SUITCASE. I really did not want to result to this but I really need this to be reported to warn others and I should not be treated like this , especially being a paying customer during this issue in the world.
Business Response
Date: 09/08/2022
Dear ********************:

Your experience did not reflect United's commitment to provide each customer with an enjoyable travel experience. Please accept my apology. Your comments trouble me because, as a company, all United employees have a commitment to a customer satisfaction philosophy that emphasizes the importance in responding to the needs of each customer. And our staff has the training and the responsibility to resolve service issues immediately. Rest assured that we want to do everything that we can to ensure that your travel needs are met. We understand that air travel isnt always easy, which is why we continually focus on improving our products and services. Please know that I have forwarded your comments to the appropriate management team for their consideration when creating future customer initiatives and service improvements.
Our ************************* (BRC) handles all baggage related concerns and they'll be happy to assist. You'll need to download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions and lists the items needed, so our BRC team can review your case. I recommend keeping copies of the completed claim form and receipts for your records.
http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx
Your time is valuable; I want to make this right for you. I realize your recent experience with us has been disappointing, and to help make amends, I will send you an $200.00 electronic travel certificate. You can use this certificate towards the purchase of your next United or United Express flight. It will arrive via email in the next few business days.
We appreciate you traveling with us and hope to see you on a future United Airlines flight.
Kind Regards

***********************
*************************
United Airlines
Initial Complaint
Date:08/24/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Purchased mileage tkt., res ********* with United airlines. when I got confirmation , i noticed that I had no free baggage allowance so I called United airlines. customer service ***** told me that I must use my United credit card. I told her I have two credit cards. she told me use any one of the card so I gave her info about my united card , I waited day to make sure it goes thru and I get free baggage allowance. I checked again two days later, still no free baggage allowance. I called united and talk to supervisor ( name ******), I gave her my other credit card ending in ****. she said she will fix this and talk to her financing ***** so I was holding my telephone for 47 Minutes then call got disconnected. I checked , issue still not fixed.
Business Response
Date: 08/31/2022
Dear ****************:

United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB - # ********.

I'm sorry you didn't use your MileagePlus Explorer credit card when booking your ticket in reservation number K4QSZH.

I'd like to help, but our department handles only past dated issues. But, I've contacted our *********************** on your behalf, and they have advised that once your ticket has been processed, it's not possible to change the form of payment. I apologize for any confusion or miscommunication you may have received.

For the first checked bag fee to be automatically waived for you as the primary cardholder, the MileagePlus Explorer credit card must be used to purchase the ticket.

As a customer service gesture, we have authorized for your to redeposit your award mileage ticket and issue a new ticket with the same flights, date and fare and you must pay with your MileagePlus Explorer credit card. Your reservation has been documented with an authorization to create a new ticket. Please contact our Reservations team at ***** - UNITED-1 (864-8331). Thank you for your patience and understanding.

We appreciate your loyalty and look forward to welcoming you aboard a future United flight.

Kind regards,

Leyly *****
Customer Care Management
Case: ********
Initial Complaint
Date:08/24/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- Me and my 8 year old daughter had a nonstop flight from ************** to ******.- We were suppose to fly out at 12:47 AM on 08/05/2022.- Come to find out they canceled our flight and then put me and my 8 year old daughter on separate flights leaving 12 hr later.- After hours on the phone they finally put us on the same flight but in seats that were not next to one another.- So we are stranded in ************** **** for the night and have to pay for transportation and accommodations by ourselves.- We fly out 12 hours later to *******. Our unexpected layover flight from ******* to Newark gets delayed a few hours. Then at 8 pm they tell us that we are not flying out till 10am the next morning.- When I ask about a hotel voucher they laugh in my face saying they are not giving any out and say they might pull some cots out to sleep in the airport.- So with my 8 year old daughter I have to pay for transportation and accommodations again for that night (not to mention the accommodations I had to pay for in Newark because of the delays).- The next morning after more delays we finally flew from ******* to Newark in a seat that wasnt next to my 8 year old daughter.- How United handled their issues with their lack of staffing and rude customer service is despicable - They have LIABILITIES for putting a 8 year old little girl through that h*** Not to mention the large amount of money and time that was loss.- I want United to stand up and make things right
Business Response
Date: 08/31/2022
Dear ********************:
United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB - # ********
I'm sorry the weather interrupted your travel plans on August 5, 2022. We value your time and can definitely understand your disappointment since your flight was cancelled.

Weather sometimes interrupts our operations, and I understand that this must have been frustrating. However, because the delay was out of our control, we normally are unable to offer compensation nor overnight amenities. I'm sorry for your disappointment.

While we don't offer reimbursement for your expenses, I see that when you contacted us on August 13th, my colleague issued each of you a $200 electronic travel certificate as a goodwill gesture. I have sent a *** of the travel certificates to your email address. As long as the ETC is redeemed before expiring (December 31, 2023), you can travel beyond the expiration date. I'll also share your feedback with the appropriate teams.

We always work to make sure your plans go smoothly, and we regret that the weather caused us to fall short. I will share your feedback with the appropriate teams so we can work toward improving our response to weather-related delays.

Thank you for choosing United for your travel, and we hope to welcome you on board again very soon.

Kind regards,

Leyly *****
************************
Case: ********
Initial Complaint
Date:08/24/2022
Type:Customer Service 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.
Hello BBB, I redeemed then canceled flights on United.com. I waited 24 hours, then 48 hours, then 72 hours and past that..no mileage redeposit. Generally the miles are redeposited immediately. I now have chats ranging from 24-48-72 hours to 21 plus days. This is a violation of the **************** use of miles policies. I have reached out to United.com no less than 4-6 times a day requesting mileage redeposit in excess of 150K miles-no small value. I am now chatting (all previous chats saved) and the agent has no knowledge or miles, redeposit notice or any notification to rectify the issue.
Business Response
Date: 08/31/2022
Tell us Dear ***************:

United Airlines has received your message from the Better Business Bureau. BBB
We reviewed your MileagePlus account,JLW91***, and did not observe any cancelled award ticket that had not been redeposited.I noted you had one reservation still active, FTMLP8, for travel in December.
Please provide more details (confirmation number,ticket numbers) of the ticket you cancelled but did not get refunded on. Please be sure to indicate the date the miles were removed and the exact amount of miles. We will be happy to follow-up with you to get this resolved.

Thank you for your loyalty as a MileagePlus member. We look forward to assisting you.

Regards,

Summer ******

Customer Care Management
**********************
Case ********why here...
Initial Complaint
Date:08/23/2022
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 7/4/22, baggage check for $30.00 was paid. On 7/14/22, I made a change and the credit of $30.00 was should have been processed. I found gift card and noticed credit had not been processed. On 7/28/22, I was told it would be processed and to allow 14 days for it to show. On 8/22/22, I checked gift card and it still has not been processed. I had another claim on this same trip and was told the refund must be processed to the original card used. It appears United Airlines does not follow the rules they have in place. This appears to be fraudulent activity. The rules seem to change with each case. The last 4 digits of the gift card used are ****.
Business Response
Date: 08/31/2022
Dear ********************:
United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB # ********.
I'd like to help, but I'm missing some details I need to review your request. Regrettably, I was unable to locate your ticket information, please try to provide the following information:
Flight number:
Flight date:
Flight from:
Flight to:
Ticket number (13 digits beginning with 016):
Confirmation number:
You can find this information on your receipt. I'll be happy to respond once I review the information you provide.
I appreciate you choosing United for your travel, and look forward to helping you soon.
Kind regards,

Leyly *****
Customer Care Management
Case: ********
Customer Answer
Date: 09/01/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

******************
Dear ********************:

United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB # ********.

I'd like to help, but I'm missing some details I need to review your request. Regrettably, I was unable to locate your ticket information, please try to provide the following information:

Flight number: 1837

Flight date: 07/14/2022

Flight from: POP

Flight to: ***

Ticket number (13 digits beginning with 016): 0162408493501

Confirmation number:HGBH44
Business Response
Date: 09/09/2022
Dear ********************:
Thank you for your response.
Our records show that our ****************** shows that the credit card company received the $85 refund. I understand that you used a **** Gift Card, however, since the funds show received, there isn't a way to reverse the refund.
Since the refund can't be reversed, my Colleague who responded to your **************************** inquiry, sent you a $85 electronic travel certificate.
I'm very sorry for the confusion regarding this matter.
We hope you'll give us the opportunity to provide you with a more positive experience in the future.
Regards,
*****************************
Customer Care Management
Case ********
Customer Answer
Date: 09/12/2022

Complaint: 17759352

I am rejecting this response because:
1. I have received notification of the $85.00 as a travel certificate. My concern is that it is time dated, stating I must use it in 1 year. I do not think this is a fair gesture in lieu of the fact that I have no immediate travel plans and this is probably going to go unused. Why would someone issue a travel credit with this type of restrictions? If it is a refund, why can't I use it at my discretion. Are they really trying to give me the credit or is this a temporary solution.
2. The ***************** has asked for other identifying information on this transaction. I have asked for the reference number of this transaction. I would prefer to have the $85.00 and access to this card. I am well aware that they are unable to give me the Gift Card Number that they have in their records, however, is it against DOT rules that they can not give me the reference number, date of transaction or any other identifying source. Every transaction have other numbers associated with it that could and should be used to track this transaction.
3. I have asked repeatedly, if they spoke to the person that handled that transaction, and I have not received a response about that. What date was the refund processed? What is the transaction number or reference number associated with this?
4. Please answer the above concerns.

Sincerely,

**********************************
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 5, 2022, United cancelled my flight (Confirmation G0NXXV) and rebooked me on a different flight. United provided no notice of this cancellation or rebooking, and I only identified the issue when I went to check-in for my flight. That day, I contacted United to cancel my flight and refund my money. The United agent confirmed that they would cancel my flight and refund the money. On August 23, 2022, having not yet received the refund, I contacted United again. I was informed that the first agent did not initiate a refund and that I now needed to do so myself and that I would still need to wait 10 business days for my refund. I escalated my complaint to a supervisor (************) who informed me that I would not hear back from the ****************** until September 6, 2022, more than a month after United cancelled my flight.
Business Response
Date: 08/26/2022
Hi ****:
I'm so sorry to hear about your flight disruption and that you were unable to use your ticket. While this cancellation was due to factors outside of our control (weather), we do understand this was frustrating.
I checked on the status of your refund request (#********) and it looks like it is still waiting to be reviewed by our Refunds team. Since the refund was submitted on 8/23/22, it may take up to ***** business days for review. Please know that our Refunds team will email you directly with a resolution once this has been reviewed. Thank you for your patience during this time.
If you haven't heard back from them, you can also check the status of your request here:
https://www.united.com/en/us/refunds
Thank you for flying United Airlines and for being a loyal MileagePlus member. We greatly appreciate your business.
Regards,
*************************
United Airlines
Corporate Customer Management
case: ********
Initial Complaint
Date:08/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My flight from ***-*** on 8/9 (UA3618) was cancelled by United. United's lack of commitment to providing the promised flight service resulted in ruining my business trip and it forced me to pay over $250 in my own expenses in car costs to get to *******. My confirmation number is PKZRP4. I want United to provide compensation of $500 in e-certificate for the damages resulting from this cancellation. My freq flyer number is WRC95382 and I am 1k loyalty member. I want a supervisor to respond to this issue.
Business Response
Date: 08/26/2022
Hi ******:
I'm so sorry to hear about your recent flight cancellation out of *********. I sincerely apologize for all the added stress and inconveniences this caused you, including the disruption of your business plans and for your additional expenses. I can certainly understand your frustration.
I must respectfully decline your request for a $500 electronic travel certificate. While we do recognize that you were negatively impacted, we do not compensate for uncontrollable cancellations such as this one per policy (Air Traffic Control). I know this was not the result you had hoped for, but I appreciate your understanding.
Should you have any further questions or concerns, don't hesitate to reach out. Enjoy your weekend.
Thank you for flying United Airlines and for being a loyal 1K member. We greatly appreciate your business.
Regards,
*************************
United Airlines
Corporate Customer Management
case: ********
Customer Answer
Date: 08/29/2022

Complaint: 17758181

I am rejecting this response because:
United promised to get me from point A to point B at a particular date and time. Instead, United just cancelled its flight and made up some random reason. I suffered specific damages because of this (ruined business meeting schedule and paid for own transport to a totally different city). I want to speak with your supervisor because this is unacceptable. I am also 1k with United and am spending tons if money for this awful service with no compensation at all.

Sincerely,

*********************
Business Response
Date: 09/06/2022
Hi ******:
I'm so sorry to have disappointed you with my response, as that was not my intention.
I'm afraid I am unable to ***** your request to speak with my supervisor, as they do not interact with customers directly as part of their job duties. However, I did speak with her regarding your case and unfortunately she was unwilling to ***** your request for a $500 certificate due to the uncontrollable nature of your flight cancellation. Thank you for your understanding.
However, we do recognize that you were negatively impacted by this cancellation and don't want you to leave disappointed. As a goodwill gesture, I will send you **** miles to your MileagePlus account. Please allow 1-2 days for the miles to reflect. I hope that you will use these miles and give us another chance to make up for this unfortunate incident on a future trip.
It's always great to hear from our 1K members. Have a great week!
Regards,
*************************
United Airlines
Corporate Customer Management
case: ********
Customer Answer
Date: 09/08/2022

Complaint: 17758181

I am rejecting this response because:
my flight was cancelled and i was forced to cancel a bunch of my meetings and pay over $250 for uber to ******* to fly out. United gave me only the equivalent of $75 in miles. **** does not even compensate me for uber, let alone the many damages caused. I would like a supervisor to give me ****** miles more. Please escalate my case to your supervisor.

Sincerely,

*********************
Initial Complaint
Date:08/23/2022
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.
Hello -We booked a flight from *** to *** for a graduation. The flight was supposed to leave Thursday at 6am. The day before, we all received an email stating our flight was cancelled weather related. My daughter booked a flight with AA departing at 530am so we could all ride to ******** for the graduation. Her flight wasnt cancelled. I found out that it wasnt weather related but that they just couldnt fulfill the flight. We spent at least 3 hours with United to get on another flight. Finally they put us on a 6pm that same day. A few hours before, we received another email stating the flight was cancelled, which was a lie because the flight did leave BOS albeit super late. So, now I missed a day of work for no reason, which Id like to be reimbursed for (8 hours workday). Additionally, now we had to spend a lot of money on ground transportation because of the change of plans. Id like to be reimbursed for that as well. Receipt will be attached. The back and forth to the *********** for no reason should also be accounted for - gas and mileage; we live an hour from the airport. I do NOT want airline credit. Id like for my refund in the form of a check to the address attached. It is really unethical to have so many flights when you have no intention to keep all of them. On Wednesday alone, weve spent at least 3 hours trying to find another flight. On Thursday, weve spent at least 5 hours among us to get it resolved. This is really unacceptable!
Business Response
Date: 08/26/2022
Hi Odilia
We received your concern from the Better Business Bureau
Thanks for reaching out to our team. I'm working to help, but I'm missing some details I need to review your request.

Please try to provide as much of the following information as you can, along with a brief summary of your submission.

Passenger name(s):
MileagePlus/Frequent flyer number (if available):
Email address:
Phone number:
Home address:
Flight number:
Flight date:
Ticket number (13 digits beginning with 016):
Confirmation number:
Approximate departure time:
Flight from:
Flight to:

You can find this information on your receipt. I'll be happy to respond once I review the information you provide.

I appreciate you choosing United for your travel, and look forward to helping you soon.

Kind regards
Mrs. **********;
Customer Care Management
UA 21219211
Customer Answer
Date: 08/29/2022

Complaint: 17756546

I am rejecting this response because: it doesnt resolve the issue yet. Heres the information requested:
Passenger name(s): ****** St ***************************
MileagePlus/Frequent flyer number (if available):
Email address: ******************** (address used when booking is **********************)
Phone number: ************ (phone used when booked was ************
Home address: ******************************************************** 01420
Flight number: UA 1116
Flight date: 8/4/22 initial flight date
Ticket number (13 digits beginning with 016):
Confirmation number: EYNRLY
Approximate departure time:2hrs 47 minutes
Flight from: BOS
Flight to: ORD

Sincerely,

****** St ***************************
Business Response
Date: 09/02/2022
Hi ******,
Thanks for sharing your concerns with us.

Sometimes travel doesn't go as planned, and situations pop up that are beyond our control. After carefully reviewing the details of your trip, we decided we're unable to offer you compensation this time. We realize this is a different outcome than you had hoped for, but we want you to know we considered all your concerns when making our decision.

While we're unable to honor your request this time, we appreciate that you reached out. Your concerns have been shared with our team so we can keep improving.

Thanks for flying United. We look forward to welcoming you on board soon.
Kind regards
***************
Customer Care Management
**********
Customer Answer
Date: 09/06/2022

Complaint: 17756546

I am rejecting this response because: the company knowingly is defrauding its client by providing more travel options that they know they are unable to fulfill resulting to lost wages and additional transportation costs.

Sincerely,

****** St ***************************
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our flight from ******* to ******* (8/21/22 at 4:15) was delayed 3 hours because they did not have any flight attendants, even though our plane had been there 45 minutes before the very first departure time. Then because of the 3 hour delay to *******, we got to our gate for our flight to Iceland (8/21/22 at 9:15) 2 minutes late along with 4 other people, due to the same reason, and then they had given all of our seats away and told us there was nothing they could do. After getting an ear-full from everyone around and speaking to a supervisor, the best they could do was get us a connecting to ********** the next day (8/22/22 at 4:00) and then to Iceland. Well our flight got delayed 7 hours and once again they tell us there is nothing they can do. So after having to book another flight to ******* (8/22/23 at 10:30). **************** tells us that we need to go to baggage to get our bags switched to the flight ******* and after 30 minutes of talking to the people in baggage, they said they would take care of it. So then we go upstairs to get our boarding passes (my dad had previously gone upstairs and had been up there for at least 15 minutes at this point) and after another 15 minutes of standing there waiting for the worker, she tells us that we already missed our flight and never had to go to baggage in the first place. So after having to deal with the complete and utter stupidity and incompetence of all these useless United Airlines workers, they get us another ticket for the wrong day, and then when my parents try to go get it fixed not even 2 minutes later they tell them they need to get back in line or talk to a supervisor and then when my parents talked to the supervisor, ******, he told us once again there was nothing he could do and that he cant make flights up. This is my sisters as well as my first time flying anywhere and it has made me not ever want to fly again, and certainly not with United. This service is absolutely abhorrent and saddening
Business Response
Date: 08/30/2022
Dear ******************:
I am sorry to read about what happened during your flight to *******.
Please send the ticket number, flight number, city pairs, date of the delayed flight.
We appreciate your assistance.
Regards,
**********************
21246966

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