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

4,250 total complaints in the last 3 years.
1,373 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/16/2022
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 would like to file a complaint against UNITED Airlines they damaged my bag, won't offer any compensation for their mistake.My flight was delayed over 2 hours. I requested a refund however I'm getting responses such as flight was delayed etc. Confirmation number: PZ42HX 4 tickets, First I get a response saying UA ****: Your flight to ******* is delayed because of a schedule disruption caused by an out-of-service aircraft. We're expecting your plane to arrive in time for an 11:09am departure. We're sorry for the inconvenience. However we did not leave until 11:54 PLUS MY BAG IS DAMAGED ************* I AM HIGHLY DISAPPOINTED I WANT A REFUND AND A NEW BAG!
Business Response
Date: 08/22/2022
Please note that the customer has been in contact with our baggage team on this matter and her bag file is still open waiting for further communication from her. They have also issued her a travel voucher in regards to this matter. I will make sure and follow up with an additional apology. Thanks *** CCP 166120465725565
Initial Complaint
Date:08/16/2022
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.
Confirmation AW2G9D. On the Morning of August 16th I was on the delayed flight leaving ******* into *******. My original flight departing from ************* into ******* was also delayed, however I've already filed a complaint regarding that. During the flight UA1970 I was assigned a middle seat. The women that was in the seat behind me had a screaming crying baby that went on for roughly 20 - 30 minutes. Once the baby stopped crying, the women behind me for some reason had to keep adjusting her self & kept moving around, I'm not sure if it was to keep the ********** in a comfortable position or she was just uncomfortable overall. Her continuous repositioning kept causing her to hit the back of my chair & well as every time she would reposition herself for some reason she had to pull on my head rest for assistance, I politely asked her several times to stop, I advised the women I have back trouble due to a prior injury & that I was beginning to have an onset of a migraine due to the crying baby. As the flight went on the women continued her behavior, she appeared to be apathetic to my discomfort. I than turned around to the women for the 4th time & stated "ma'am you have to stop hitting the back of my chair & pulling on my head rest. I already told you I have back ************* head is starting to hurt". The women's spouse who was sitting in the window seat became unruly & stated "calm down, that's my wife your talking to you **** ass" as more words were exchanged he than stated "I hate you f****** niggers". Although I was annoyed I was not rude. Due to the husband calling me out my name the situation escalated. The flight attendants intervened & was able to move my seat as I became emotional. The flight attendants were very empathic & accommodating to me, they do deserve recognition for that. However, I'd like to speak with management for the continuation of my complaint. No one deserves to be called out their name, much less the *** word that is deplorable.
Business Response
Date: 09/01/2022
******************************* 8/22/22 | 5:29 *******************,

On behalf of United, I offer my sincere apologies for your understandable disappointment.

As a global company with diverse employees and customers around the world, we're committed to playing our part in ending systemic racism and creating a fairer world for all of us. I've taken the liberty of sharing your candid comments with the relevant management team for internal review and consideration. There is much work to be done to achieve this goal, so we welcome constructive criticism like yours as we adapt our operations to reflect our strong cultural values.

We hope you'll give us the opportunity to provide you with a more positive experience in the future.
Customer Answer
Date: 09/02/2022

Complaint: 17726141

I am rejecting this response because: The passenger should be banned from the airline indefinitely to ENSURE this never happens again to me nor any other person of color. There is absolutely no excuse for calling someone a n****. United Airlines is not backing up their statement of "contributing to end systematic racism" by continuing to allow that passenger access to their airline. The passenger has proven to be a liability regarding treatment to people of color. N**** is a racial slur used to degrade & disrespect, absolutely NO excuse.

Sincerely,

****************************
Business Response
Date: 09/12/2022
Hi *************************,

The Better Business Bureau has advise our office of your ongoing concerns and I can assure you that proper measure are being take to ensure your concerns are being appropriately addressed.
Customer Answer
Date: 09/12/2022

Complaint: 17726141

I am rejecting this response because: I would like a follow up from the business in regards to what will be done to fully resolve this issue & prevent it from happening again. Whether to myself or anyone else of color. I live in *******, ** whereas recently there was a mass shooting in our local supermarket based on racism. Not only is there anxiety within my community to do basic things such as go food shopping, we now have to be concerned of being called a n**** on a flight because someone couldn't control their emotions. Absolutely not, I was very emotional on the flight as well as when I got home. The passenger that was on the flight that called me n***** is also a resident of ******* & surrounding areas - he knew exactly what he meant when he used that word. With that being said, again his behavior was unacceptable. I anticipate a follow up regarding a resolution from United Airlines.
Sincerely,

******* *********************
Initial Complaint
Date:08/16/2022
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.
Confirmation number AW2G9D On the morning of August 16th I was on the flight leaving ******* into ***********. The flight was several hours late, it was supposed to leave at roughly 9:30 pm on August 15th, we did not depart ******* until roughly 12:30am - 1 am on August 16th - that was a tremendous ***************** am very disappointed. Not only was the ******* into ******* flight late but my original flight from *************, ** into ******* was also delayed due to mechanical issues. That's 2 flights in a rough, can you imagine how annoyed & what an inconvenience this caused me. I would like to request compensation for the inconvenience for not one but both flights into my final destination of *******, **. United Airlines is not cheap, I paid a lot of money for my trip. This was my 1st time flying with United Airlines & at one point I even considered opening an credit card with the company, I can assure you I no longer feel that way. This is an absolute terrible 1st impression. Please make note, this is only part one of my complaint. I will be filing a separate review regarding an on flight incident with a passenger.
Business Response
Date: 08/22/2022
Dear Ms. *****:
The Better Business Bureau has forwarded your correspondence to my attention.
I'm sorry to hear about both flight delays. Sometimes there are maintenance delays or other issues that impact our operations, and we're sorry this impacted your flights.

I'm sending you a $100 electronic travel certificate, which will arrive via email in the next few business days. It can be used on any United or United Express flight.

Safety is always our top priority when handling any flight adjustments. Were working to improve our recovery in these situations, and your feedback helps us do that.

We look forward to rebuilding your confidence in our service, and hope you'll give us the opportunity to provide you with a more positive experience in the future.
Regards,
*****************************
Customer Care Management
Case ********
Initial Complaint
Date:08/16/2022
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.
27 June 2022, my airplane had not arrived to the gate on time. It arrived after our scheduled departure. Once we boarded, we were stuck on the plane for an extremely long amount of time (it was beautiful weather and other flights were taking off as scheduled). After a while passengers began complaining and we were told that the plane did not have enough fuel to take off and we would need to wait. After more time passed, passengers began demanding to get off the plane and retrieve their bags from under aircraft. The crew lost control of the flight and it was subsequently canceled- everyone was told to get off the plane and make other arrangements at a different gate. While everyone was scrambling to make arrangements we were told our flight was reinstated. At this point, I had already missed my connecting flight to ****** and it was too late to reschedule my stay with the resort because they have a 24 hour policy. We were told to make arrangements at the **** airport. Upon our arrival we were made aware that the airline attempted to cover up their mishap and **** it as a "weather delay". Initially they did not want to provide accommodations for all of the passengers stranded in **** At that point all of the passengers immediately began disputing that assertion. It was an outright lie. We were then given accommodations for the night and given vouchers. We were instructed to file any additional claims on their website. I have done that and they are now refusing to reimburse me for my missed stay at the resort, and any other things I may be entitled to for this whole debacle. I was instructed to go through my travel insurance, and they are not covering any costs because according to them, this does not fall under their guidelines for reimbursement. As a consumer and a military servicemember, it's disheartening that through no fault of my own I am left paying for the financial damages incurred by this airline.
Business Response
Date: 08/22/2022
Dear **************:

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

I'm sorry to hear about your flight delay on June 27, 2022. Sometimes there are maintenance delays or other issues that impact our operations, and we're sorry this impacted your flight.

We do our best to offer reliable service and prevent flight interruption issues. Your safety is our main priority, and we work as quickly as possible to resolve any setbacks.

I've verified our record and it shows that my colleague (****) replied to your concerns and issued ****** award bonus miles as compensation for the flight irregularities. We hope you will use the award miles to give us an opportunity to provide the service you deserve.

Furthermore, I regret you're disappointed with with our policy for prepaid expenses at your destination. While carriers reimburse reasonable expenses for care while a delayed passenger is enroute to the final destination, consequential expenses such as special events, ground transportation or pre-paid arrangements at the destination and loss of time or wages are wholly excluded from carrier liability. We recommend that you inquire with your travel insurance or credit card provider about available coverage for these expenses. Please contact Expedia to inquire about the insurance flight protection plan that you purchased with them.
We understand that this may not be the answer you were hoping for, but we want thank you for reaching out. While we're unable to honor your specific request this time, we appreciate that you reached out. Your feedback is important to us and we'll continue to review our procedures and explore better options that'll help meet your needs.
We appreciate your business and look forward to rebuilding your confidence in our service, and hope you'll give us the opportunity to provide you with a more positive experience in the future.
Kind regards,
Leyly *****
Corporate Customer Care
Case: ********
Initial Complaint
Date:08/16/2022
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.
The reservation CMN3FC was booked through United Airlines, and on the day of travel, there was a problem with the aircraft and the passenger lost the connecting flights, arriving to the destination 2 days later. No assistance was given, a totally caos. We need a fair compensation for all the trouble and disruption caused by united, and a solution for this matter.
Business Response
Date: 08/26/2022
Dear ******************:

United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********.
I'm sorry for the flight interruption, rescheduled flight and airport inconvenience **************** experienced while flying with us. It's always our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations.
We do our best to offer reliable service and prevent flight interruption issues. Your safety is our main priority, and we work as quickly as possible to resolve any setbacks.

As a tangible gesture of concern for her experience and part of our apology, I will send her an $150.00 electronic travel certificate that will arrive via email within the next five business days. It can be used on any United or United Express flight.

Were always working to deliver a positive travel experience, and will continue to improve with your feedback.

Thank you for choosing United and we hope to regain your trust, and provide the service you deserve on your next journey.

Kind regards,

Leyly *****
Customer Care Management
Case: ********
Customer Answer
Date: 08/30/2022

Complaint: 17724687

I am rejecting this response because:
The trip was disrupted because UA responsibilities and delayed for more than 36 hours, and $150 credit is offered?
Im sorry but it should be at least half of the amount paid for the ticket in credits. Im gonna have to dispute the charge with Amex.
Sincerely,

*************************
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:08/16/2022
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.
Dear BBB,I have tried to get United to address my concerns and complaints, yet after 3 weeks of waiting for a response to my emails, I'm filing a complaint. United has already received this information. This is for a party of 4 people on 3 itineraries. I will share the details once United connects with me through the BBB. Again, they already have this information and photos.We flew from *** to FRA on United 926 on July 7, 2022. Our flight was delayed 4 hours due to damage in the cargo door and cargo roof of our plane.I have several unanswered issues:-a refund for the canceled connection on the outgoing flight. That was a Lufthansa flight. Lufthansa has told me United must issue the refund. United says it's Lufthansa's issue. I need a refund for that leg for 4 people. United won't address this with me.-When we landed at FRA, we discovered one of our bags was mis-labeled at ***--by a United agent. She tagged it for our canceled connection. -United's baggage office in ********* closed early--after telling us to come back 15 minutes later. The employee told us to check for the bag and return to us. Then, she closed the office while we were at the luggage carousel. Thankfully, Lufthansa found the bag, but it took us 4-5 hours to get that final bag, and we missed all train connections (it was late at night), and we had to book two hotel rooms for the night. -there were NO United agents at the airport to help us, and I tried online support and calling--with no luck. -the original train fare is also United's responsibility, yet they don't believe that's the case The mistake made by United at *** led to over $1,000 of charges.I ask for compensation, per my detailed emails and receipts and photo of the baggage mis-labeled by a United agent. It's not my fault an employee made a mistake. I don't feel I should go behind a counter to double-check a luggage tag. That's United job. Unhappy frequent flyer,***** *****
Business Response
Date: 08/22/2022
Dear ******************:

United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********.
I'd like to help, but I'm missing some details I need to review your request. Regrettably, I was unable to locate all of your ticket's information, please try to provide the following information:
Passenger name(s):
MileagePlus/Frequent flyer number (if available):
Email address:
Phone number:
Home address:
Ticket number (13 digits beginning with 016):
Confirmation numbers:

Please provide contact and ticket information for other passengers not ticketed in the same reservation as yours.
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 *****
Corporate Customer Care
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 I find that this resolution is conditionally satisfactory to me. I say "conditionally" because I am still waiting for promised travel certificates to arrive.

Even when United finally called me back to respond to this complaint, the agent hadn't read my email or reviewed the documentation. She initially refused to acknowledge the mistakes United made. The other agents seemed to question me--even when I offered mailing them the baggage claim receipts as proof of United's errors. I have the documentation. I'm not lying.

United still doesn't feel it was their mistake that their employee tagged our bag incorrectly. The inability to acknowledge, apologize, and accept responsibility is mind-boggling. I've reached out to a United executive via LinkedIn so they can view this as a case study and improve customer service. I would be shocked if that person responded to me.
Only the baggage agent ****** stated her regrets; she was the only helpful person.

Sincerely,

*****
Initial Complaint
Date:08/16/2022
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.
United airline cancelled my flight without notification an hour before departure From ************** international to *** (**********) on August 8 flight number UA3457 and my booking reference HG51XB.I booked the hotel on my expensive I missed one day of work and cost me more 300$.Thank you for your support.
Business Response
Date: 08/22/2022
Dear Mr. ************ am responding to BBB Complaint ID ********.

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.

When a delay or cancellation is out of our control, we usually don't offer compensation or reimbursement. However, I want to make this right for you. I will send you an electronic travel certificate that you can use for a United or United Express flight in the future. This will be sent via email within the next few business days.

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

Kind ************************************************************ Management
Case ********
Initial Complaint
Date:08/16/2022
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.
During April 2020 (peak of coronavirus period), I was denied a monetary refund on the booking cancellation (flights canceled by United due to travel ban) and issued ETC instead. Though I tried to use the ETC recently (in combination with credit card payment) within the booking D534QB, I ran into another issue with my flight booking canceled by United without any warning due to Russian airspace restrictions. I had reached out to United customer support and was issued a refund. However, in spite of my repeated requests for a full monetary refund, I was refunded in the form of ETCs again (in combination with credit card refund). A substantial amount of money has been held by United for more than 2 years (since April 2020) within the ETCs - and that too without interest.Considering this an unfair practice and with the updated refund policy from United (https://www.united.com/ual/en/us/fly/booking/refund-policies.html), I had submitted an online request to United ************* (case# **************** requesting a full monetary refund of the ETCs (e.g. in the form of ****************** Transfer etc) as follows. I haven't heard back on any resolution yet. Booking : D534QB ETC 1 : $2022.84 ETC 2 : $1439.71 Total amount : $3462.55
Business Response
Date: 08/22/2022
Dear ********************,

*************** to BBB Complaint ID ********.

I apologize for the frustration and confusion regarding your refund. The experience you described is certainly not reflective of our commitment to providing our customers the highest level of service. Please be assured it is never our intent to inconvenience our passengers in anyway, and I am very sorry your valid expectations of receiving optimal customer service have not been met in regards to this matter.

I have reviewed your profile and see that a request has been filed on your behalf to issue a refund to the original form of payment. Because there were multiple forms of payment, please allow up to 21 days for review and processing.

We greatly value your business and hope to have the privilege of welcoming you back on a future United flight.

Kind ************************************************************ Management
Case ********
Customer Answer
Date: 08/26/2022

Complaint: 17722797

I am rejecting this response because: I was informed by United Airlines ****************** (earlier this week over phone/voicemail) that they have initiated a refund in the total amount of $3462.55 back to my Paypal Credit account. However, I did not receive any written (email etc) confirmation/reference number from United Airlines for the refund. Also, I checked with Paypal Credit customer service today and they do not see any incoming refunds from United Airlines. The entire refund process seems to be suspect at this point. I would request United to provide specific documentation related to this refund transaction.

Sincerely,

***** *************************
Business Response
Date: 08/29/2022
Dear ********************,

Thank you for your additional comments. I am responding to BBB Complaint ID ********.

I have reviewed your reservation and see that the ETCs issued has been voided and the refund to PayPal was processed on August 23, 2022.

Thank you for choosing United.

Kind ************************************************************ Management
Case ********
Customer Answer
Date: 09/02/2022

Complaint: 17722797

I am rejecting this response because: the business says that a refund to PayPal was processed on August 23, 2022. However, I had verified with Paypal customer support numerous times since August 23, 2022 and as per them, there was no record of an incoming refund from the business. Myself/Paypal have requested the business numerous times for a refund transaction number for tracking, however the business didn't provide any (which is very concerning from a regulatory/financial regulation perspective).
I was informed verbally today (September 2, 2022) over a phone call by United Airlines ***************** that their refund transaction to Paypal failed for some reason. They are now initiating a refund in the form of a check instead (which will be sent to my home address). I did ask for a confirmation number for tracking but did not get any. I need a written confirmation from United Airlines that a refund in the total amount of $3462.55 is being issued in the form of a check which will be sent to my home address on file.
Sincerely,

***** *************************
Initial Complaint
Date:08/15/2022
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 booked a direct flight back in July. The flight was canceled and United re routed me to a non direct flight. At the time of booking there were several option with similar prices and I chose united. Then they canceled that flight and could accommodate direct with other airlines. I spoke with an agent and was told there was nothing they can do. I had a direct flight both ways and now Im stuck with layovers doubling the flight. I have a wedding to go to and prices for other airlines are double the cost.
Business Response
Date: 08/23/2022
Hi *******
Reducing service in a city is never an easy decision, and I can understand your disappointment.

We want to deliver the service and schedules that you need, but sometimes there are operational limitations. Please know that we reevaluate our routes often, and I've shared your feedback with our Network Planning team.
If the new times don't work for you, I'm more than happy to cancel your reservation and offer you a full refund.

We look forward to welcoming you on board for your next getaway.
Kind regards
***************
Customer Care Management
********************** file 21194077

Customer Answer
Date: 08/25/2022

Complaint: 17717335

I am rejecting this response because:

I conscoulst boug this ticket as it was a fair price at the moment. Again this was I drirect flight and all other flights doubled or tripled since my purchase. I get that you have to make altercations but it puts me in a bad spot. I cant ask for a refund because the alternative is 4x more than when I purchased the ticket.can you please just upgrade my tickets to economy plus so thats its more comfortable for me. I purchased direct for a reason.. Im a big dude

Sincerely,

*********************
Business Response
Date: 08/29/2022
Hi Bashir,
Thanks for reaching out.
EconomyPlus seats are not used as compensation, but rather available for purchase or a MileagePlus Premier member benefit.
Please visit United.com for more information to purchase an EconomyPlus seat.
Kind regards
***************
Customer Care Management
UA ********

Customer Answer
Date: 09/05/2022

Complaint: 17717335

I am rejecting this response because:

while I understand that there is a business decision to eliminate some flights due to the market its just not fai. I booked a direct flight at a price point that was happy with. Prices for other direct flights are triple the cost. Can you please provide me with economy plus seating so that Im more comfortable. I fly United all the time and Im hoping you can make things right.

Sincerely,

*********************
Initial Complaint
Date:08/15/2022
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.
United Airlines is denying my due refund of more than $1000.00 when I have provided them full documentation that the recent outbreak of monkeypox in *** poses an active and severe threat to my health, to my daughter's health, and also an active risk of spreading transmission to other United travelers if I am exposed and contaminated. I have provided United full medical ceritfication attesting to this (attached herein as well) from my doctor and still they are willing to risk other passengers' health as well as my own. As such United is willing to risk passenger safety and transmission of an outbreak that has already been declared a state of emergency by the ***********.It is nothing short of reprehensible and an embarrassment that United would deny a refund when there is a clear and present threat not only to my health but to that of other United travelers due to monkeypox-a threat which was NOT(!!) there when the ticket was purchased. The aforementioned **** of emergency was declared after purchase of the ticket so United need adhere to city mandates and not attempt to force a voucher on customers.I respectfully request your intervention as this is a family being denied more than $1000.00 and United attempting to force vouchers that we did not agree to accept, nor medical conditions we agreed to accept, prior a health crisis outbreak as documented by the state of emergency in ***.This does not play well for United and clearly would be resented by any potential clients as they have no right to risk the health of other passengers who are unaware of the matter above and potential super-spreaders United is hoisting on them without their knowledge nor consent.Please ask United refund my purchase or I will also file a chargeback as I have already filed a formal complaint with the **************************** that does not look favorably on any of the issues noted above.Respectfully.*******************************
Business Response
Date: 08/22/2022
Dear ********************,

I am responding to BBB Complaint ID ********.

I apologize for the frustration and confusion regarding your refund request. The experience you described is certainly not reflective of our commitment to providing our customers the highest level of service. Please be assured it is never our intent to inconvenience our passengers in anyway, and I am very sorry your valid expectations of receiving optimal customer service have not been met in regards to this matter.

I have reviewed your reservation and see that a refund to the original form of payment was processed on August 20, 2022. It can take 1-2 billing cycles for the funds to post back to your account.

We greatly value your business and hope to have the privilege of welcoming you back on a future United flight.

Kind ************************************************************ 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,

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United Airlines, Inc. is NOT a BBB Accredited Business.