Complaints

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

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  United Airlines, Inc.

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

• 

  United Airlines, Inc.

  PO Box 830113 Miami, FL 33283-0113

• 

  United Airlines

  3901 Mokulele Loop, #23 Lihue, HI 96766

• 

  United Airlines @ Hartsfield

  6735 Polo Dr Cumming, GA 30040-5722

• 

  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

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:08/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request a check in the amount of $493, which is reimbursement for general inconvenience charges made during bungled travel on United Airlines this past May, 2022. On Friday night, May 20, 2022, *************************** initiated travel under confirmation #L908XR to arrive in ******, ** at 10:27 AM (travel time 12 hr 2 min), where she would meet her ride to her final destination of ***, ** at noon on Saturday.After the first leg of the trip (OAK to ***), Flight UA1490, service from *** to ***, was canceled. ****** was rerouted to ***********, ** via ******, ** and boarded a flight to ****** at approximately 1 AM on Saturday, May 21. In the meantime, she hastily made alternate arrangements to be picked ** in ****** a day later than originally scheduled. The layover in ****** was over eight hours.****** arrived at MSP, 160 miles from her original flight destination of ******, at 6:55 PM on Saturday, May 21, 2022. Upon arrival, ****** was informed her baggage had not followed her and had been rerouted to MSN, not ***. With no reasonable way to get to ****** that night and no resources in ***********, ****** spent the night at the *** Intercontinental and incurred expenses of $144.69 traveling to and from Target to purchase basic essentials, including khaki pants required for a job beginning on Monday, May 23. Hotel and dinner were $290.31.****** boarded a shuttle from MSP to ****** on Sunday morning, resulting in a charge of $58.00.On the afternoon of Wednesday, May 25, five days after travel was initiated, ****** received her suitcase in ***, **. The handle was detached from the bag. The contents of the suitcase included bedding, clothing, and toiletries, all of which she had been without since the start of a professional summer internship.We seek a refund (not vouchers) for modest and unavoidable charges made for 1) inconvenient travel and 2) five day long mishandling of baggage.We have contacted United with no response or resolution. Thank you.

  Business Response

  Date: 08/26/2022

  Hi ********,

  Thanks for reaching out on behalf of ******. Please forgive the delay in our response.

  we received your concern from the Better Business Bureau and I am responding to your email regarding ****** recent travel originally scheduled with us on May 20, 2022. I want to apologize for the inconvenience that you and your daughter experienced as a result of our irregular operations. I regret that her flights was cancelled. from PDX-ORD.  It is unfortunate that we were unable to re-schedule you as soon as you had hoped. I realize how frustrating and stressful that this was for you.
  
  Please understand that we do work hard to minimize flight problems. Of course, the safety and well-being of our passengers must always be our first priority so some delays or cancellations are unavoidable. Flight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly dont question the feelings of frustration that can arise as a result.Unfortunately, our industry is vulnerable to a number of challenges that can,and do, affect our operation on a daily basis.

  In ******'s case it was inclement weather, other issues include but not limited to, mechanical problems, industry regulations and air traffic situations issues all affect our ability to meet our on-time performance goals each day. In some instances,were not the cause, yet we acknowledge its our responsibility to be part of the solution. From what you describe, on this occasion we failed to meet your expectations for providing good service and for that I am truly sorry.
  
  Therefore,as a goodwill gesture and a token of our apology for her entire experience I'm sending her a $300 electronic travel certificates. Our records indicate our ****************** sent a $200 electronic travel certificate. Total amount of compensation provided, $500. We regret we respectfully decline your request to reimburse your out of pocket expenses. Thank you for your patience and understanding.
  
  ******************, I want you to know that your feedback - whether positive or negative -makes a difference. It lets us know what we need to consider to earn your future friendship and support. On behalf of United Airlines, we appreciate your business and look forward to welcoming you aboard again soon.

  Kind regards

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

  Customer Care Management

  **********

  Customer Answer

  Date: 08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel on United Airlines on Aug 11. I have a credit with United that I wanted to use for the purchase of these tickets, I clicked on the link "book with travel certificate" and used my credit card for the difference. I was shown what was supposed to be billed to my credit card ($96.20 per seat or $288.60). I saw on my credit card where I was billed the full amount, $737.40. They say there is nothing they can do about it as travel has been completed. I just noticed the credit is still on my profile and I was billed on my credit card already. I want the credit refunded.

  Business Response

  Date: 08/30/2022

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

  I am sorry to read that your certificate was not applied to your ticket.

  I regret we are unable to issue a refund for the certificate.

  We appreciate your understanding.

  Regards,

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

  21247191

   

   

• Initial Complaint

  Date:08/22/2022

  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.

  United Case ID *************** I have been trying to get compensation from United for 2 months and they blatantly refuse to make me whole. So I am filing complaints publicly and with regulators. I was supposed to fly to TUL from *** on 16 Jun. They flight was delayed for hours late into the night - they publicly announced it was due to lack of pilots. The pilots we originally had at original boarding time were deplaned and sent to another flight. After 4+ hours of delays, they finally cancelled the flight, magically due to 'weather'. There was no inclement weather to speak of locally or on the flight route - so they outright lied in order to get out of paying us hotel fees and other compensation. They provided few updates, no meal vouchers, and only mini water bottles and some chex mix during the long delay. They also then held all our baggage hostage on the same plane until the next morning. The queues in the airports to deal with this were hours-deep. And I spent 90 minutes on hold the next day to find out where my luggage was (it was sent on the flight and my relative picked it ** in *****). United did refund my ticket, and did provide me a $50 check for gas & parking fees for my wasted trip to *** airport. However, because I am a ******* resident, United not only did not give me any hotel/food vouchers for the overnight stay (it was the last flight of the evening), but all staff were extremely rude and refuse to offer even a token compensation for the discomfort and wasted ************* for their mismanaged scheduling. Plus they outright LIED over the reason for the cancellation! I have been asking for simply the miles & qualifying points I would have earned on the flight THEY CANCELLED and mismanaged. The corporate greed is insanity and these airlines need to compensate us beyond refunds for time, frustration and discomfort.

  Business Response

  Date: 08/26/2022

  Dear Miss *****:

  The Better Business Bureau has forwarded your correspondence to my attention.

  I'm so sorry to learn your flight was cancelled and that your baggage wads held until the next morning.
  
  I could read the frustration in your words. Your feedback is very important to us. I'm filing it for our teams to review how we recovery. We'll do all we can to make it less stressful. I can see how it can be confusing, though. From where you were at, the sky looked beautiful. While it looked good there, we worked with Air Traffic Control (ATC) to determine our overall flight path to your destination was not safe.
  
  Other airlines may still leave, depending on their flight path and decision with the **** I apologize for any inconvenience; however, your safety will always be our upmost priority.

  I'm so sorry to hear about the experience you had.
  
  The behavior you described is not reflective of our commitment to providing passengers with the highest level of service. We expect all United employees to always be friendly and professional. Based on your comments, we did not meet expectations.  I appreciate you bringing
  this to our attention. Although I can't provide specific details about the internal investigation, please know we take these concerns very seriously.

  As you've stated, your ticket has been refunded and you also received a $50 check to help with the gas and parking fees.  Please understand that was an exception as we don't provide compensation or reimbursement when the flight cancellation is out of our control.

  Since the flights were taken and you did receive a refund for the ticket, you aren't eligible to receive the mileage and qualifying points.
  

  We value your MileagePlus loyalty as a Premier Silver member, and hope you'll give us the opportunity to provide you with a more positive experience.

  Regards,

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

  Customer Care Management

  Case ********

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17754002
  
  I am rejecting this response because:

  I believe you are lying about the weather to blame  

  you are lying that you did not compensate other passengers for the cancellation, including food & hotel, because I was there when the agents were arranging that  

  I am insisting you provide me equal additional compensation as those other passengers through mileage award  I will not let this go because you are greedy liars  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/01/2022

  Dear Miss *****:

  I'm sorry that you're disappointed with my response.
  
  My intention was to let you know that I understand your concern, and I apologize if I didn't come across as genuine.

  I assure you that flight UA1770 was cancelled due to weather.  Please see the attachement.

  Our records show that remarks were left in your reservation advising you that the flight was cancelled due to weather and that you were asking for hotel miles in your account as compensation for the bag held at the airport.   You were advised that United can't issue any compensation as the reason for the flight cancellation was out of our control.

  Please understand that we've refunded your ticket and provided a $50 check to help with some of your out of pocket expenses.

  There isn't any other compensation that can be provided as the ticket has been refunded.

  We appreciate you taking time to share your thoughts about our services.
  
  We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
  
  Thank you for choosing United Airlines.

  Regards,

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

  Customer Care Management

  Case ********

  
  

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17754002
  
  I am rejecting this response because:

  
  

  The claim that the flight was canceled for weather much less extreme weather is a bold faced lie. I have written evidence and verbal evidence from the date of the flight showing to the contrary that it was lack of pilots. This was shared in my original complaint. Your lies are unacceptable and you should be ashamed. I will continue to publicly shame United for these games you play. You may remember you are the same company that has passengers dragged off planes and concussed. 

  
  

  It is also a lie that you do not offer passengers compensation in this scenario BECAUSE YOU GAVE EVERYONE ELSE EXCEPT ME VOUCHERS FOR HOTEL AND FOOD and I am asking for equal treatment. 

  
  

  Shame!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2022

  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.

  On April 2nd, 2022, I had purchased two round trip first class tickets for $2,994.40 total,from ************ ** to ******** ** for 8/9/2022 and 8/16/2022. Reservation # BEVPEQ. After my purchase, United changed planes to a single class of service (economy) for two of the four segments. I was told to submit for a refund on their web site after my flights were complete. I did file for a refund for the price difference, and was denied. I paid for 1st class for four segments, and did not get what I paid for. Yet they will not issue a refund.

  Business Response

  Date: 08/26/2022

  Dear Mr. Slack:

  The Better Business Bureau has forwarded your correspondence to my attention.

  I'm sorry you were downgraded on your recent flight.
  
  This wasn't the experience we wanted you to have, and regret we couldn't better meet your expectations and provide a comparable seat in the moment.
  
  I shared your feedback with the appropriate teams, as this helps us serve you better in the future.

  I've requested a refund for the difference in airfare from Business Class to Economy for both flights per person.

  Please allow up to 21 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference numbers are ******** and ********. If you'd like an update during that time, you can visit: https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx

  We value your MileagePlus loyalty, and hope you'll give us the opportunity to provide you with a more positive experience.

  Regards,

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

  Customer Care Management

  Case ********

   

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked flights through Expedia for TD a points program, I'm in ****** and flying from ********* ****** to *********. When we booked it I selected the return flight, with the ability to change flights included. It said the ticket is with multiple carriers. It turns out we can't transfer through ************* or any ** city because we don't have a vaccine passport document which is required by CDC. Although our first flight is with Air Canada apparently ****** airlines and united airlines are in charge of the ticket. so all options go through ****** which won't work for us. They won't refund the tickets, and there's no way we can use the credits they offer. It's also a nightmare trying to talk to anyone and get some solution. One way I thought would work is to allow my parents or family to use the credits but they won't allow this either.

  Business Response

  Date: 08/26/2022

  Dear ***********:
  
  United Airlines has received your message from the Better Business Bureau. BBB
  I am so sorry to hear you were not able to travel as planned.
  
  The email received from the BBB, did not include any details of your confirmation/ticket number, or dates of travel.  Unfortunately,we are not able to retrieve by name alone or by email.
  
  I can better advise you of our options if you provide specific information as mentioned above in regard to your reservation.
  
  One item I can tell you, is while the ticket is not transferable to your family, we can refund it to United travel vouchers and then anyone can use the travel vouchers.
  
  I hope you find this information helpful, I will also email you separately, so we may have a bit of a quicker time communicating (although there can still be some lag time from when I receive it).
  
  I look forward to receiving your flight details, so I may assist you.
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

  Customer Answer

  Date: 08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2022

  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.

  United Airlines confirmation number H130S9, flight UA568, from Maui to ***********( *** ) on 8/06/22@ 23:11. Gate agent forced my daughter and I to checked in our carry ons or threatened to not let us board the flight. Her reason for forcing us to check in our luggages was that the overhead bins are all full. When we finally boarded the plane, the overhead bins were of course not full. But it was already too late to request to get our luggages back. After landing at ***, my daughters luggage was dented and scratched up on multiple places and mine was scratched up on several places. I filed a complaint with United Airlines luggage department and was only compensated with $150 travel credit as a goodwill gesture. Their reason was that United is not obligated to cover for wear and tear of check in luggages. I only checked in our carry ons under duress and was even threatened from boarding the flight if I dont comply! Apparently the rep I spoke with didnt get my point. He only suggested for me to file a complaint with their review department. I did that almost three weeks ago and is still awaiting for their reply!

  Business Response

  Date: 08/29/2022

  Dear ************,
   
  United Airlines has received your message from the Better Business Bureau. We welcome the opportunity to respond. 
   
   
  BBB - 17751737
   
     
  I'm sorry we had to check your carry-on luggage. I understand your disappointment when you noticed there was also room left in the overhead bins. 
  
  That wasn't our intention. We want to deliver a seamless travel experience. From your comments, I can tell we have room for improvement. Ive filed your feedback so we can review the process. 
  
  During boarding, flight attendants are tasked with safely loading passengers and assisting with carry-on luggage. When they notice the bins starting to fill up, they give our gate agent a heads-up. The gate agents will then advise that some carry-on will need to be checked.  Currently, we're working on new technology to improve our communication efforts. Once again, I apologize for this inconvenience.
  
  
  I'm concerned about your interaction with our gate agent. We expect every team member to be professional, helpful and kind. I will share your comments with the *********** team for internal review and follow up with our employee.
  
  I'm sorry your bags was dented and scratched.
  
  Our ************************* (***) handles all baggage related concerns.
  
  I've contacted the *** and have confirmed your baggage Claim ID *********. Should you need further assistance, please call the *** at ************** and reference your baggage claim ID, *********. A baggage representative will be happy to assist you.
  
    
  ************, we appreciate your business and loyalty. On behalf of United, we look forward to serving you and your daughter on a future United Airlines flight.
  
  Regards,
  
  *******
  UA
  Customer Care Management
  Case ********

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attaching all emails between United and myself. Thank you in advance for all your help in this matter.

  Business Response

  Date: 08/29/2022

  Dear Ms. *****,
  
  United Airlines has received your message from the Better Business Bureau. We welcome the opportunity to respond.
  
  BBB - ********
  
  Thank you for the attachments. 
  
  I'm working to help, but I'm unable to confirm your traveling companions (2) and their BBB case numbers I need to review your request.
  
  Please provide as much of the following information as you can:
  
  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:
  BBB Case number
  
  
  I'll be happy to respond once I review the information you provide.
  
  I look forward to helping you soon.
  
  
  Ms. *****, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you on board a future United Airlines flight.
  
  Regards,
  
  *******
  UA
  Customer ***************
  Case ********

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17751642
  
  I am rejecting this response because:

  United has requested information which I have provided in this response.  There has been no resolution with United at this point.

  The two passengers I travelled with that day:  ******************************* and ******************************** 

  The information requested from me by United about the two (2) passengers I was traveling with is in my attachments along with

  the BBB case number for ******** and ******* where they were awarded the $200 voucher. ******** provided me with her message,

  which is attached. ********'s voucher was applied to her United travel credits (United should be able to verify all of this information)
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/06/2022

  Dear **************, 
   
  United Airlines has received your message from the Better Business Bureau regarding your compensation request.  We welcome another opportunity to address your concerns. 
   
  BBB - 17751642
   
  Thank you for the requested information. I want to make every effort to address your concerns. 
  
  I've confirmed your traveling companions received a $200 travel certificate.
  
  Case ******** - $75 -  Our records indicate a $75 travel certificate was sent you.
  
  In addition to the $75 travel certificate, I am sending you a $125 travel certificate via email to equal $200.00
  
  We're always looking for ways to improve and your feedback is heard and appreciated.
   
  **************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight. 
   
  Regards, 
   
  Valerie 
  UA 
  Customer Care Management 
  Case ********
  
  

  Customer Answer

  Date: 09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/21/2022

  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 08/10/2022 I flew from *********************** to ********************* intercontinental airport to begin my stay as a foreign exchange student at ******************** ***** but upon arriving at the bag claim area I realized that my checked bag had not shown up there. I quickly notified the Baggage claim officer who informed me that my bag was somehow left in ****** and I was not given instruction on how to file for my lost bag. I eventually was able to figure out how to file for my lost bag and have called many times to customer service who have been anything but helpful. At one point I was told that they had found my bag and I would have it in 48 hours but 3 days later I still did not have it and when I called back I was told they didn't have my bag anymore and they have no idea where it is at. Using the Find my Iphone app I was able to be sure that my bag was in ****** because my Ipad was in that bag and it was last active in ******. They have done nothing to help this whole time and my semester starts on 08/22/2022 and that has all the things I need to be avle to do class work in this online era and I was denied emergancy reimbursment for a new laptop to be able to get the things I need to be a student in ******* for my semester. This bag also had all of my clothes which I needed to have and have already had to buy more clothes for my stay here. I have given them all the information which was required each and everytime I have called them and they have given me the same information every single time and as far as I am aware there has been no progress made at all in finding my bag. I was told many times I would receive a call back within 24 hours twice and both times I have waited 3 days and heard nothing back and I curently have had to use my friends phone and other computers to get anything done right now. This has been very poor treatment and needs to be fixed. The **Ticket number is ************* and the cost of the items in the bag are close to **** USD.

  Business Response

  Date: 08/26/2022

  Dear **********************:
  
  The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I apologize for the issues you experienced with your checked baggage.  As you know, all baggage claims are addressed and handled to conclusion by our ************************** The ************************* is providing a check to settle your claim. You should expect receipt of the check in the mail within 4-6 weeks for claim IAH33587M. 
  
  Your patience and understanding throughout this entire process is truly appreciated,
  
  Sincerely, 
  
  *********************
  UNITED AIRLINES
  Customer Care Management
  Case ********

• Initial Complaint

  Date:08/21/2022

  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.

  The date of the trip was August 4th and I flew from ******** to **************. My connection flight which was United Airlines got cancelled with no reason and I stayed in the airport for over ********************************************************************* able to tell us when were going to fly. They gave us no information or help on how to resolve this issue. After two days, they still have not helped us get home so I gave up and my husband had to drive from ************** all the way to the ************** to pick me up from there. The total amount of my flight was about $1800 including me flying from ********* airlines. I lost hundreds of dollars on my connection flights from ****** to *********. Flight number: 776 Ticket number: *************

  Business Response

  Date: 08/26/2022

  Dear *****************,

   

  I am contacting you in relation to concerns forwarded to United Airlines from the Better Business Bureau regarding your travel experience on August 4 - 5, 2022.

   

  I'm sorry that your trip didn't go as planned.

  
  
  Your time is valuable, and we always work to make sure your trip goes smoothly.

   

  I regret that the weather caused us to fall short in this instance. Sometimes, weather can cause delays or cancellations that affect our operations, and I regret this impacted your flights.

   

  I understand how frustrating the added travel time must have been.

  
  
  Unfortunately, we do not offer accommodations when situations are outside our control.

   

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

   

  Regards,

   

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

  United Airlines

  Corporate Customer Care 

  Case  166154035608984 

• Initial Complaint

  Date:08/20/2022

  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.

  I wanted to contact you regarding my experience booking a vacation package via United. There were a lot of problems that arose for me because I decided to book a flight and a car through you. First off, as a United ********** cardholder, I was supposed to receive 2x miles for this transaction. I didnt. When I inquired about this through Chase, they informed me that even though they were United flights, since I didnt book this through United, I am not entitled to the 2xmiles. I replied back that I DID book on United.com. After come back-and-forth they gave me the additional miles as a courtesy. Then, I called budget rent-a-car to secure a car seat. I didnt see an option for that when booking through United. When I called, they informed me that since I didnt book directly though Budget, they could not hold a car seat. Had I booked directly through Budget, then they would. They told me I would have to call the travel agency to make that request. When I called the 800 number, they said I would have to call Budget. Since we were travelling to ************ (for **********), this made me anxious that there would be a lot of families with children and demand would be high for a car seat & we might not be able to get one. Very frustrating. When we arrived in Santa ***, we had more problems with Budget. There was only one woman workin/g the booth and there were only a few people in front of us, but the line was moving very slowly. She apparently was having computer problems. She eventually told me that if I went across the street and down the stairs, there was another booth and they would be able to help us faster. SO, I went downstairs to stand on a much longer line, that wasnt very quick at all. Finally, when it was out turn it turns out we rented a compact sedan, even though there is a picture of a nice SUV on the page. The guy ended up telling me we booked through priceline and was kind of shaking his head. They ended up charging us $2000 more.

  Business Response

  Date: 08/26/2022

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

   

  I am responding to your concerns forwarded to us from the Better Business Bureau in relation to your concerns with booking through United Vacations and issues surrounding.

   

  Please note that United Vacations is the full-service vacation brand of United Airlines and is operated by ALG *************** whom is a privately held company headquartered in *********, *********.

   

  Therefore, it would be best to contact them directly regarding your experience.

   

  However, I will definitely share your comments with the appropriate management group that connects with United Vacations .

   

  We appreciate your business and truly hope that your next experience is seamless.

   

  Regards,

   

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

  United Airlines

  Corporate Customer Care 

  Case 166153826671683