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.

  United Airlines Baggage Services-HDQLZ PO Box 66140 Chicago, IL 60666-0140

• 

  United Airlines, Inc.

  Passenger Refund Dept.-WHQAK PO Box 66282 Chicago, IL 60666-0282

• 

  United Airlines

  900 Grand Plaza Dr Houston, TX 77067-4323

• 

  United Airlines, Inc.

  PO Box 4365 Houston, TX 77210-4365

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:08/20/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 1K United flyer, who on the return leg of the IGQ0W3 itinerary, while flying business class, checked in 2 bags in ********* (STR) to be delivered in ******* (***) via ********* (***).Upon arrival at ***, I was alerted that my two bags will arrive on a different flight: instead of my flight UA945 they would arrive later that day on UA906. In fact both bags did arrive (see baggage details screenshots on the later flight). I filled out Baggage Delay Report (File Ref# ORD80274M) and was alerted through the system that my bags would be delivered the following day. On 8/19/22, in fact, the delivery was made, however, of only ONE BAG (Bag tag **********). The delivery service claimed that they did not have custody of the second bag (Bag tag **********). From that point on I have spent several hours on the phone and chats with various United Baggage Resolution Team members who have provided me with various, completely different and wildly inaccurate counsel. I was assured by ******** of United that the delivery would be made the same day as she was told by Delivery vendor. Separately I was told by *********************** to file a police report. I was also told that the delivery vendor is unresponsive and United cant get in touch with them. What no one was able to provide me with is an explanation as to how a bag that was tracked all the way to *** through United system, vanished en-route to a customer and where it is now?This is the question that I want to be researched and in a coherent manner explained to me: where is my bag tag #**********, and how is it possible that custody of said bag is unknown between United and its delivery vendor?If the bag cant be recovered, I expect United to reimburse me for costs of the bag and its content. The list of items and its costs is attached, I can provide receipt proof for brand new items:

  Business Response

  Date: 08/23/2022

  Hi *****:

  I'm so sorry to hear about your recent trip back from ******* and for the issues you had with your missing baggage. I sincerely apologize for all the added stress and inconveniences this caused you, including your time, effort, and additional expenses. This is not the experience we want our customers to have, especially for our Premier members like yourself.

  I wish I could do more to directly assist you with this issue, however, we must have our Baggage Resolution Team review, as they are best equipped to research and compensate you for this. I will escalate your case to a Baggage Lead for immediate handling. Thank you for your patience while they review and get back with you soon with an update on your case. 

  In addition, as a goodwill gesture for this experience, I will send you ***** miles to your MileagePlus account. Please allow 1-2 days for the miles to reflect in your account.

  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: ********

• Initial Complaint

  Date:08/20/2022

  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 July 8, I purchased confirmation FTWSQP. On July 25, I called inquiring about needing to cancel due to relocating. United no longer allows large dogs to fly in cargo and I am relocating cross-country. The phone rep placed me on hold and confirmed with a Supervisor. The rep offered to cancel and REFUND my ticket. I clarified multiple times on the call that this would indeed be a refund and she replied yes. The phone rep, on what I presume is a recorded line, confirmed that due to the circumstances and after her conversation with their manager that I would be refunded. My trip was funded through Uplift (installment loan). On August 11, I received notification from Uplift that they had no received a refund from United. I reached out to United customer service on ******* the same day and advised the same information as above. They ultimately came back and said I had a non-refundable ticket. I reiterated that I was verbally told by a United rep over the phone multiple times they would refund my trip upon cancellation. United on ******* then stated they could only request a waiver and provided me a link to do so. On August 12, I received an email from ****************************** advising my requested was denied because the circumstances of my cancellation didn't warrant a fee waiver, despite being told otherwise. The phone rep clearly confirmed my airfare would not only be cancelled back on July 25, but that I would be refunded.Because of the information given to me by United on July 25, I went ahead and booked with another airline carrier that permits large dogs to travel in cargo.I am asking United to review the call audio and honor the refund as promised back on July 25.

  Business Response

  Date: 08/26/2022

  Dear ****************,
  
  Your correspondence with the Better Business Bureau has been forwarded to my attention for review.
  
  I am sorry you were unable to take travel as intended due to Cargo policy on large dogs.   Based on our records, ticket ************** is a non-refundable ticket, I am sorry if you received any misinformation about the ticket refund. Based on our ticket policy, we do not provide refund on the ticket, rather it can be used as a future credit. Nonetheless, I have carefully reviewed your request and as goodwill exception I have submitted a request to *************** Services to refund the ticket. The ticket refund goes back to the original form of payment.  
  
  Should you have any questions regarding your refund, please reach out to *************** Services at https://**************************/ual/en/us/fly/booking/refund-policies.html. You can use your ticket number.
  
  You refund ID for the ticket submitted for refund is, ********. You can use the above link for status. 
  
  I appreciate you choosing United for your travel and look forward to helping you soon.
  
  
  Best regards,
  
  Dali Jalan
  Corporate Customer Care
  Case: ********
  ******************** # ********
  

• Initial Complaint

  Date:08/19/2022

  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.

  my wife was traveling to pdl from *************** in ********** to on august 6 well it all started at 5 am on august 6 we started getting text to give up her seat and we kept saying No ,well we drove all the way to the airport to find out right before we got there it got cancelled, they said we will put you on the very next flight going out witch to come to find out they lied, so they put her on a flight leaving at 7:16pm well we get to the airport early to find out they bumped her to 5:30 pm and never told us, so she rushed to the gate only to be delayed until 12:45 am 7 hr delay. she finally got there missed her dyeing mothers birthday on august7 who doesn't have that much time.so we thought that every thing was behind us then she went to leave on Saturday 13 at 10:00 am and her flight got delayed for over 12 hrs so i had to call again and they told us weather when i told them they were lying because the pilot ran out of hours they conformed it ,they are booking to many flight with not to many pilots and we are paying the price my wife lost so much time in delays and days i want our money back or will go to court

  Business Response

  Date: 08/23/2022

  Hi *******:

  I'm so sorry to hear about your recent trip to ************* and for all the issues you had along the way. I sincerely apologize for the multiple flight disruptions you experienced, especially considering the nature of your trip. We know this was a special occasion and deeply regret that you were disappointed in your service.

  While the outbound trip was disrupted due to uncontrollable circumstances (weather/air traffic control), the return trip was on us and we take responsibility for that. That being said, I must respectfully decline your request for a refund of your ticket, as it was used (per policy). Thank you for your understanding.

  However, we do recognize that you were negatively impacted and want to make this up to you. As a goodwill gesture, I will send you a $250 electronic travel certificate, which is valid towards a future United flight. Please allow 1-2 days for the voucher to arrive via a separate email. I hope that you will use this voucher and give us another chance to make up for this unfortunate incident on a future trip.

  Thank you for flying United Airlines, we greatly appreciate your business. Have a great week!

  Regards,

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

  United Airlines

  Corporate Customer Management

  case: ********

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17744618
  
  I am rejecting this response because: yes your right it is your fault, you guy keep booking flight knowing you don't have enough pilots, i do not want a flight voucher that is no good to me because if i decide to fly with someone else i can not use it, please put that 250 dollars in a ck. you have to remember the public relies on the airlines to get back and forth and when we buy a ticket for a day to fly out or back that you guys put up and purchases that ticket it is your responsibility to get us there i counted on untied to get me to see my dyeing mother who doesn't have that much time and you guys made it one of the worst trips ever.  
  
  *************************

  Business Response

  Date: 09/01/2022

  Hi *******:

  Thank you for the additional comments regarding your situation.

  I must respectfully decline your request for your compensation in case, as that is not a form of compensation we provide. Thank you for your understanding. However, please know that the certificate is fully transferable, so anyone you choose can use it even if you don't have plans to travel soon. 

  That being said, we do thank you for your additional feedback. We do understand that we have a huge responsibility to our customers to have the personnel in place to run a smooth operation. I will be sure to pass these candid comments on to our management team for review and future improvement. 

  We hope to see you back in the friendly skies again soon!

  Regards,

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

  United Airlines

  Corporate Customer Management

  case: ********

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17744618
  
  I am rejecting this response because: see you in court!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/19/2022

  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 purchased tickets to fly from *************** ******* to Key West in 2020. We had to cancel due to Covid shutting down everything. Per company policy, those credits should be valid through 2023. Unfortunately, United is saying that there are no credits. I need to book a flight for my honeymoon at the end of September but am unable to contact anyone with the company that is able to do anything to help. The total value of the tickets is around $1600 that they are trying to get out of refunding me.

  Business Response

  Date: 08/24/2022

  Dear Mr.******:
  
  United Airlines has received your message from the Better Business Bureau. BBB
  
  Congratulations on your upcoming or recent nuptials. I am so sorry for any confusion on your anticipated credits.
  
  Using the ticket numbers you attached in the Expedia emails, I was able to locate the United credits and cross-check them to exchanged tickets.  The new tickets were used/flown.
  
  I attached images to show each ticket was fully use.  I highlighted the original ticket actually issued in 2019, then the tickets were exchanged about three times after that,with each exchange, there is a new ticket number issued.  I highlighted the last ticket number which was issued in 2021 and used. 
  
  ******,highlighted stands for Even Exchange, the Lift means the ticket was lifted at the gate and flown.
  
  I hope this information and images helps you. ************** should also be able to view this same information under her MileagePlus frequent flyer account as well.
  
  While there are no pending credits from these tickets, as a goodwill customer service gesture, I am sending you each a $50 United travel voucher as a wedding gift.  The vouchers should arrive to you within 2 business days by email.
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

• Initial Complaint

  Date:08/19/2022

  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.

  July 5, 2022. United cancelled last leg of flight from ****** ********** to ****** **. We were not rebooked on a different flight (two passengers). We had to rent a car to arrive at our destination. **************** for the airline did say they could refund a rental car, that it would have to be submitted in a refund request. $89 per person was refunded for the flight only. None of the rental car reimbursement was made after multiple requests, submissions to their web page, and discussions with customer service. The rental was $489.56 from Budget rental car. Receipt from Budget rental car, original itinerary, and modified itinerary are attached. This cancellation was not due to weather. For the return flight from ****** to ****** then ********* also had a cancellation of flight from ****** to ******. We were rebooked this time to fly ****** to ******* and had to pay an upgrade to sit together though we were booked with seats together at the time of purchase. The next month my sister's flight out of ****** was cancelled. Again not due to bad weather.

  Business Response

  Date: 08/24/2022

  Dear *********:
  
  United Airlines has received your message from the Better Business Bureau. BBB
  Please accept our apology for the inconveniences and disappointment experienced when traveling with us in July. I am so sorry your seating assignments changed,while we are not able to guarantee a particular seat assignment, we will do our best to accommodate you when possible.
  
  As a courtesy, I will be refunding the seat and zone fees paid.
  
  Our records indicate United flight 4166,cancelled due to Air Traffic Control (ATF) and weather.  
  Mandates by ATC are beyond Uniteds control and unfortunately impacted the operation of several flights, including this one. When ATC anticipates runway delays, they will require carriers to cancel a percentage of their flights to alleviate anticipated runway traffic congestion.
  
  We are required to comply with Air Traffic Control and initiate the appropriate percentage of cancellations.  This could not have been reasonably predicted or avoided and was out of our control.  Understandably rather than be delayed perhaps overnight, you choose to locate alternate transportation. Regretfully, we are not able to reimburse ground transportation for events out of our control.
  
  However,I am pleased to offer an exception to send you each $150 travel voucher to help offset the car rental difference, after all the refunds process.
  
  Refund of $178 ( $89 x 2 persons)
  Refund of  $83  ( Seat for ********$49, and upgrading preferred zones $12 and $22)
  Travel voucher $300 combined value ( $150 times 2 Persons)
  
  Please extend our regret to your sister, I am unable to comment on her situation without further flight details and name.
  
  Thank you for your loyalty as a MileagePlus member. We understand the value of your decision to fly with us and we will make every effort to leave a better impression when we have the privilege of serving you again. 
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

  Customer Answer

  Date: 08/25/2022

   
  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:08/19/2022

  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 August 9th I was scheduled to Fly from ************ to ********* and catch a plane from ** to **. I was booked and paid for First Class tickets. When arriving in CO our connecting flight was cancelled. They then figured out how to get us on another flight but only economy seats. That is fine and understandable. the problem I have is that they would not refund me the difference from first class tickets. It is around $400-$500 difference in price. How can they charge me for a upgraded service if they do not provide it?? I was also stuck in the airport for 7 hours. I understand all the problems that they had with todays world and I accept it. I just can not accept paying for something I did not receive. When I called customer service they offered me a $52 credit. When I got upset and asked for a MGR they put me on hold and never transferred the call. I held on for 30 minutes. I have also emailed customer support and never got a response. Below is flight info for August 9th Flight UA2613 E Ticket# ************* FF#PW632752

  Business Response

  Date: 08/23/2022

  Hi *******:

  I'm so sorry to hear about your recent flight cancellation and downgrade on your way to ******. I sincerely apologize for all the inconveniences this caused you and for the fact that you were not able to get the assistance you deserved. I hope to make this right for you.

  Per your request, I have submitted for a fare difference refund for the DEN-*** segment from business to economy back to the original form of payment (refund request #********). Please allow our Refunds team up to 10 business days to review and process. They will send you a confirmation email once this has been completed.

  In addition, as a goodwill gesture for your experience, I will also 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.

  Thank you for flying United Airlines and for being a loyal Silver member. We greatly appreciate your business.

  Regards,

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

  United Airlines

  Corporate Customer Management

  case: ********

• Initial Complaint

  Date:08/19/2022

  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 bought a plane ticket with United. My mother had to split off the itinerary to stay longer due to personal issues, united had us do this through Lufthansa which was the airline partner and they assured us everything was okay. When I arrived at the airport for my return flight I was not allowed to board my flight because untied had messed up my ticket somehow and it was "not associated" to anything. I missed all my flights home and united would not re-book me for free they made me pay for the ticket home and said I can get refunded but that I needed to pay in order to book the ticket, which I did because I just wanted to get home. After getting home I reached out to them and have been given a complete run around, they denied my refund claim and keep putting me on hold when I call but no one can help with resolving the issue which they caused. I paid for my ticket twice and due to their error did not get on my flight and now they are refusing to do anything about it, I cannot believe how companies can get away with this without any accountability.

  Business Response

  Date: 08/22/2022

  BBB *************************************** Yoanna,

   

  Your email to the Better Business Bureau has been forwarded to my attention for handling.  I would love 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,
  ***********************
  Customer Care Management

  Case ID:  ********

• Initial Complaint

  Date:08/19/2022

  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 was returning home from humanitarian work for ******* and my last flight home was abruptly cancelled (not weather related) and rescheduled for 19 hours later. I checked with United staff at the airport who told me to book a hotel and then submit the invoice to the airline for reimbursement. It has been weeks and numerous 40+ minutes phone calls with them hanging up on me sometimes. They finally offered $200 flight credit to which I declined. I just want my hotel bill fully reimbursed. - Original flight: July 25, 2022 UA7563 - Rescheduled flight: July 26, 2022 UA3687 - Hotel bill $454.84

  Business Response

  Date: 08/23/2022

  Dear ************************,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to address your concerns.
   
  BBB - 17741892
   
  I'm sorry your flight was cancelled. I know your time is valuable and I can understand your frustration.
    
  I also apologize for any misunderstanding when the airport directed you to us for reimbursement.
    
  Our records indicate flight LH7563 is a codeshare flight: CodeShare LH7563 /UA345  *** PIT 25JUL22.
  
  The flight was cancelled due to: Weather / Air Traffic Control (ATC). Our agents will offer over night amenities when the flight interruption is within our control.
     
  Because the cancellation was out of our control, I won't be able to honor your request.
  
  Your feedback is heard and appreciated. I will share your comments with the *** airport team for internal review as we continue to look for ways to improve our services and communications. 
    
  ************************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.
   
  Regards,
   
  *******
  United Airlines
  Customer Care Management
  Case ********

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17741892
  
  I am rejecting this response because:

  There was no weather related cancellation.  The United Staff at the airport told me that they didn't know why it was cancelled.  Since I was in the city and had family in the arrival city, I can attest to the weather being perfectly fine.  Of course United has every reason to try and claim weather related so they don't have to reimburse me.  Since there is no proof (other than their own) to why the flight was cancelled, I cannot accept this. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/06/2022

  Dear ************************,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request.  We welcome another opportunity to address your concerns.
   
   
  BBB - 17741892
   
  I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  Once again, I'm sorry your flight was cancelled. Weather can at times be unforeseen and simply unavoidable.
   
  United utilizes some of the best technology available, routing flights to ensure smooth air travel for our customers. 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. Safety is Uniteds number one priority, so we do not operate against advice issued by ****
  
  While we are unable to honor your request, as a token of apology, we sent you a $200 travel certificate as a gesture of goodwill. I will send you a copy via email.
  
  ************************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.
  
  Regards,
  
  *******
  UA
  Customer Care Management
  Case ********

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17741892
  
  I am rejecting this response because:
    The $200 isnt even half of the money I am out because of their issue. If United fully cared they would give me a certificate in the same amount of money that I had to take on because of their decision. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/19/2022

  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.

  I had to cancel my families *** to ****** **** flight reservation since all of ** got Covid 19 during that time.After cancellation, instead of refunding United gave a future flight credit. Meanwhile I had to cancel my Amex credit card through which I have booked my tickets originally. I hv tried to use the credit to book another non-united flight ticket, apparently United reservation was asking for 10 times more cost that the other airline published price.At this stage, I just need a refund of approximately $2,565 from United for the credit my account with United. I can not take refund to the card since the card has been already cancelled. Date of United Refund request rejection : 8/15/2022PASSENGER: THOMASTICKET(S): 0167770056077REQUEST ID:38145982PASSENGER: *******************************(S): 0167770056080REQUEST ID:38145983PASSENGER: ************************(S): 0167770056081REQUEST ID:38145984Original reservation confirmation number: AKYKFF for 5 passengers:********************************************* M ************* ***************** P JeffersonPlease have United issue a full refund check on my name and send it to my home address:************************** **************************************

  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.  I hope this email finds you and your family fully recovered.
  
  We are happy to refund the tickets at cash value. However, we will need to show this was involuntary cancelation and in order to do that, we need at least one medical note indicating not fit to fly. We are very flexible on this aspect,any doctor visit note, or testing receipt, to name a few options.
  
  Once we receive the medical documentation, we can process the refund.  All refunds go back to the original form of payment. If you canceled just the credit card ending in ****, the funds will automatically still transfer to the **************** account and new card number.
  
  If the account is completely closed and you did not get issued a new card number, we can still send the funds to **************** and **************** will issue you a check.
  
  A third option is to have **************** write a letter confirming your account is closed. Once we verify the account is closed, we can mail a check.
  
  We hope you appreciate our goal is safety and we are careful with your funds.  We are not able to divert funds unless we have a documentation trail for our accounting and auditing.
  
  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).
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 17741205
  
  I am rejecting this response because: 

  Please find the attached letter from Doctors office as United Airlines requested for refunding $2500 back to the American Express card

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

  Business Response

  Date: 10/26/2022

  Dear *********************:
  
  United Airlines has received your message from the Better Business Bureau.
  Thank you for the medical documentation.
  
  I have refunded all five tickets back to the original form of payment.  Please allow up to one billing cycle for the credits to post.
  
  We look forward to serving you and your family onboard in the future.
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

• Initial Complaint

  Date:08/18/2022

  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.

  This is the second time that a United Airlines gate agent has lied to me and said I need to check my carry on to preserve space for the people boarding without me. This is the second time that my laptop bag is checked all the way to *********. I am expected to fly for 17 hours without my personal toiletries and risk having my MacBook, Apple Watch and IPad stolen so that some gate agent can cherry pick who gets to use the space they paid for. I want to be reimbursed for my tickets. I bought two economy seats to ensure I can travel comfortably. And I want to be reimbursed for the brand new Apple Watch (purchased this morning), MacBook Pro and IPad Pro that will be stolen because some gate agent didnt want to do his job.

  Business Response

  Date: 08/23/2022

  Dear ******************, 
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to address your concerns. 
   
  BBB - 17740468
  
  I'm sorry we had to check your carry-on. I can understand your frustration. 
   
  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. I apologize for this inconvenience.
  
  Your feedback is heard and appreciated. I will share your comments with the airport team for internal review as we continue to look for ways to improve our services.
  
  To change or cancel your trip is by using united.com. While you're there, you'll be able to see if your eligible for any travel waivers and our latest news on what we are doing to keep our customers and employees safe.
  
  ******************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.
  
  Regards,
  
  *******
  Customer Care Management
  Case ********

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17740468
  
  I am rejecting this response because:
  

  Please revisit notes under my July 2018 complaint.  My issue is not gate agents making everyone check their laptop roller bags or any other bag when the cabin is full. My issue is gate agents saving cabin space for white male business travelers in groups 3 and 4 by making women and minorities in groups 1 and 2 check their bags.  What makes matters even more ridiculous is that the gate agents see the final destination, and just like in 2018, were still willing to completely inconvenience women and minority travelers in groups 1 and 2 flying to Asia, in order to gain brownie points, or so they believe, and not inconveniencing white male business travelers in Groups 3 and 4 flying up to *************.  Just like in 2018, I boarded the plane with empty space under and over my seat.  And watched people with the large carry on bags bring their bags on just fine, despite boarding AFTER priority boarding.

  To make matters worse, once I told the flight crew that I was forced to check an unlocked laptop back with a Macbook Pro, Ipad Pro and Apple watch all the *********, they told me Baggage Claim could pull the bag.  I proceeded to baggage claim and those were the only friendly and no dismissive people, who actually understood my concern.  (If passengers are using the tracking device and "Find my" feature to trace locked bags to baggage handlers homes, an unlocked laptop roller bag that was supposed to be next to me doesn't stand a chance). The baggage claim agent filled in a ticket to have my bag pulled.  I was able to trace the activity in the app.  The bag was pulled at 751, which should have been plenty of time to make my flight.  By 9p, not only was I still waiting but I saw passengers with similar requests retrieve their pulled bags and leave.  I repeatedly went back to the agents who told me that the bags were pulled and nobody knew where they are.  To me it was started to seem like a very convenient set up to have a laptop roller bag leave the airport.  After multiple phone calls and communications I started using the "Find my Macbook" feature on my phone, which pings the laptop.  Although it is likely drowned out by airplane noises from afar, a baggage handler can hear the pings if he is near the suitcase. And thanks to the "Find my" feature, I kept showing the baggage agent the exact location of my laptop roller bag.  And they even took a picture of that exact location and showed it to multiple baggage handlers.  This went on until midnight, almost four hours after the bags were originally pulled.  The baggage handler conveniently shrugged it off and said that there was a shift change and nobody told the new shift that my bag needed to be pulled.  That is a lie as I was there when the baggage claim agents called the baggage handlers at least five times.  This seemed more like an effort to wait till the end of the shift and steal my bag.  

   

  The fact that you are shrugging this off, shows that you agree with United gate agents completely inconveniencing women and minority travelers in Groups 1 and 2, on long haul journeys, to accomodate men in groups 3 and 4 flying 45 minutes from *** to ***.  And ironically it is often the white men in line after us, who speak up and say they don't want to be a part of such a sexist practice.  Given that this is the second time that I am bringing this to United's attention and being met with indifference, I will make this public to find the other women and minorities that this has happened to.  This is not **** where women and minorities are beneath white male travelers.  As I said in July 2018, if I am going to be treated as "less than" then the cost of my ticket needs to reflect that. 

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

  Business Response

  Date: 08/30/2022

  Dear ******************,
  
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome another opportunity to address your concerns.
  
  BBB - ********
  
  I've taken another look at your messages and I want to make every effort to address your concerns.
  
  I'm sorry I'm unable to open your case from 2018.
  
  I'm sorry for any misunderstanding regarding our boarding process. We do not tolerate any type of discrimination.
  
  I hope this helps:

  We invite unaccompanied minors, customers with disabilities, active members of the military, families with children aged 2 and under, ****** Services and MileagePlus Premier 1K members to board ahead of ************** 1. You can find your boarding group number by looking on the bottom middle section of your boarding pass. I have included details about each boarding group below.
  
  ************** 1:
  Premier Platinum, Premier Gold, Star Alliance Gold and customers seated in premium cabins
  
  ************** 2:
  Premier Silver, Star Alliance Silver, Premier Access, Priority Boarding, United Explorer/Club/Presidential Plus/Awards Cardmembers
  
  ************** 3-5:
  Economy Plus, Economy and Basic Economy
  
  If you're traveling with a companion, you both can use the highest boarding status and board together. Customers who have purchased a Basic Economy ticket will be in the last boarding group, except for Premier members, ********************** of qualifying cards and Star Alliance Gold members, who will still receive their priority boarding.
  
  
  I'm sorry it took so long to retrieve your luggage from the claim area. I can understand your frustration. We work hard to unload baggage and make it available as soon as possible.
  
  In review of your confirmation number, CQ8VK2 - flight UA 1 - *** SIN on August 18, 2022, the ticket was refunded to a travel certificate. The travel certificate was redeemed. I will send you a copy of the remaining balance via email.
  
  In review of your confirmation number, C3TVQW, the itinerary includes future travel. For further assistance, please call our Reservation team at *****- UNITED (864-8331).
  
  We're always looking for ways to improve the customer experience. Your feedback is heard and appreciated. I will share your comments with the *** airport team for internal review and follow up with our gates agents and baggage team.
  
  ******************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.
  
  Regards,
  
  
  *******
  UA
  ************************
  Case ********
  
  

  
  

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17740468
  
  I am rejecting this response because:

  The dissonance and watering down of blatant sexism and prejudice are very concerning to me. And if United doesnt want to reconcile this a-propriately the I dont mind making this public and finding the other women, especially women of color, that have experienced this while boarding the same flight as I.
   I purchased premier access with my United ***** ending in ****. The bottom line is that I, nor any other woman or minority in group 2, should not be forced to check our unlocked laptop bags on an 18 hour journey to accommodate white male business travelers in groups 3 and 4 heading on a 45 minute journey to *************. Our laptop bags contain the same valuable devices as men.  Please try to find the record from 2018 because that gate agent was silly enough to say the quiet part out loud  Ladies, You need to check your bags so the gentlemen behind you can bring their laptops on board were her exact words. As if the woman behind me and I had curling irons and gossip magazines in our laptop bags, instead of laptops. 
   Even at baggage claim, a woman heading to ********* as well mysteriously got her bag in time to make the flight. Despite arriving at baggage claim well after me. Feel free to pull the tags for bags that were temporarily rerouted to baggage claim to see time stamps. 
  

  Because of this I had to book a night at **************. I dont see why I should have to pay for when this whole circus was caused by gate agents ongoing special treatment of male travelers. Had that gate agent let me us the available space under and over my seat, instead of trying to save space for the important travelers after me this wouldnt have happened. And I wouldnt have missed my flight if the baggage handlers handled my retrieve request with the same courtesy that they handled everyone elses. Everyone else got their bags after 45 minutes, at the latest, yet conveniently the passenger who is pinging her Apple devices and showing screenshots of the exact location of said bags, had bags that were lost for four hours. That is an insult to my intelligence. 
  
  Sincerely,
  
  ***************************