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

4,256 total complaints in the last 3 years.
1,373 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:08/12/2022
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.
Booked a RT flight from **-Jpn-** and **-Jpn-** via United on 4/25. On 5/8 I rec'd an email @8:47pm less than a week before my flight, that a portion of my return flight was cxl'd. This created a nightmare that resulted with me being on the phone with multiple United reps for over 18+ hours across days because of their system issue. Part of the return flight included Cathay Pacific for which they were pointing fingers at each other, with me doing their jobs. I had to conf call both airlines to get them to talk to each other because they had connectivity issues The solution a United supervisor could offer was to put me on a different flight. He refused to rebook my entire trip and wouldnt budge on his solution even though he knew this was not an option as I was traveling with my daughter (she had one way ticket so was not impacted) and I would have lost my room at the ***** quarantine hotel and my daughter would have been there by herself. I finally was guaranteed to be on my original flight from Jpn to ** but had to buy a ticket directly from ******. In a desperate act to be on that flight, I purchased a ticket from ******. I assumed United would reimburse me the ticket since the supervisor approved this solution to fixing Uniteds problem. The supervisor later informed us that he could not reimburse us for the ticket. Any honest person would have told us not to buy the ticket because United would not reimburse me. He wanted to get off the call ASAP so he happily let us do his job for him. It was Uniteds obligation to provide the service I originally paid for, even if it required United to absorb any increase in the fares. I did get United to rebook the entire flight the next day and then tried to cancel the Cathay ticket but was not able to so I lost out on that money. Sent many emails and the best they can do is offer $200 voucher. Since their system had a cliche, they should have done more for the stress they caused and refused to let me speak with their mgr.
Business Response
Date: 08/26/2022
Customer has been advised:

**********,

Please accept my sincere apology for the inconvenience the schedule change caused you. While this can happen for a variety of reasons, I know we fell short of meeting your expectations.

We understand your time is valuable and understand how important it is to offer exceptional service. Due to this disservice I have issued you an electronic travel certificate in the amount of $200, which can be applied to a future flight with United. The travel certificate will arrive via email within a few business days.
Thank you for your feedback. I've shared it with the appropriate teams so we can continue improving our service and communications to our passengers.

On behalf of United, we appreciate you choosing to fly with us and hope to provide you with a better experience in the future.

Regards,

I will again followup with the customer and advise of our policy and procedures and offer an additional apology.

Thanks *** CCP ***************
Customer Answer
Date: 09/01/2022

Complaint: 17711185

I am rejecting this response because:
To clarify, I am not looking for United to compensate me for inconveniences they caused. I am asking to be reimbursed for expenses incurred as a result of United's supervisor, ***************** inability to ensure I would be on my originally scheduled flight to **. It was imperative I be on the originally scheduled flight because I had a reservation at a COVID designated hotel that could not be changed. Unfortunately, the only solution *********************** could come up with after 3 hours, was for me to purchase a ticket directly from Cathay Pacific. He said that purchasing a ticket directly from ****** would be the only way I would be guaranteed to be on the originally scheduled flight from NRT to ***. I purchased the ticket as **** suggested and later found out that **** wouldnt be able to reimburse me directly for the ticket. He said I would have to go through customer care. When I requested reimbursement from customer care, they rejected my request and offered a voucher on a future flight. I dont want a voucher, they can keep it. I want to be reimbursed, in the form of a credit back to my credit card, for my out of pocket expense of $236.05.

Sincerely,

*************
Initial Complaint
Date:08/12/2022
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 June 28th, my son and I checked two with United Airlines for flight 923. Confirmation #P64VPJ; ticket #*************. Our two checked bags did not arrive with us to ******. I filed a claim at the airport (reference #MADLH35274). On July 2nd, I called United and waited 2 hours to speak to a representative to inquire about reimbursement for expenses incurred while awaiting the delayed luggage. I was directed to the customer care form, where I submitted detailed info about the situation and expenses incurred (ref #***************). The automated response indicated it could take up to 30 days to hear back. Later on 7/2, I was alerted my bags had been located and would be delivered Tuesday July 5th to my airbnb in ******* (my destination in *****). We had a wedding to attend and had to purchase formal attire. Furthermore, I was there to dance (I am a professional) and had to purchase new flamenco shoes, as mine were in my checked bag. On July 5th, only my son's bag was delivered. I emailed the ground carrier and received no response about the other bag. I called and they said DHL would deliver it. I left a local number where I could be reached, but never heard back and never got the bag (the contents of which were approx $3,000). During our 3 week trip, the total expenses for 2 travelers to purchase needed items was $1871. Professional lamenco shoes alone are $400. I have yet to hear back from United and have spoken to countless reps who send me to the complaints line, which requires leaving a message. Total damages for the lost items and incurred expenses are approximately $4871. It is impossible to get any help through customer service. Long wait times only to get the run around. I have been a mileage plus member for over 10 years and even have the credit card. Outraged Customer Mileage Plus ********
Business Response
Date: 08/25/2022
BBB Case # ********

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

Your email to the Better Business Bureau has been forwarded to my attention for review.

I'm very sorry that your bags were delayed, and can understand your frustration.

When your travel plans are with multiple airlines, the final carrier is responsible for handling your baggage concerns. In this situation, we'll need you to contact the last carrier on your itinerary to file your baggage claim. They'll need the bag tag number along with your receipts so they can work with you to process
your claim efficiently.

I have reviewed your travel with ticket number ************* and see that you traveled on the following flights:

***    ***    UA      00923 6/28/2022                    1715P 1145A
***    FRA    LH       00907 6/29/2022                    1330P 165P
FRA    MAD   LH       01122 6/29/2022                    1715P 1950

Although you purchased your ticket with United Airlines,it is the final carrier, the airline in which you filed your delayed baggage claim , Lufthansa Airlines, that you will need to contact regarding a claim for your interim expenses.

The Property Irregularity Report that you attached to your correspondence shows File Reference MADLH35274, which is ***********) claim,LH (Lufthansa Airlines), and file reference 35274. This is the number that you should reference when contacting Lufthansa Airlines regarding your interim expense and delayed bag claim.

We value your business and hope to see you on board again soon.

Kind regards,
***********************
Customer Care Management
Case ID: ********
Customer Answer
Date: 08/30/2022

Complaint: 17710946

I am rejecting this response because: Your own customer service--whom I had to wait on hold for two hours to speak with--directed me to United ************* after I described all details of my issue, including the confusion around with whom I file my claim (given that my reservation was through United). I am following the steps you've indicated here, however, it has taken so long to get any response or information from your company, that I am seeing on Lufhtansa's website that the window of time in which these claims must be filed has now past. This was not just an inconvenience. This was a financial setback for me (a single mother). It is unacceptable that your customer service gave erroneous advice and I be left with the consequences. I would like United Airlines to intervene on my behalf to ensure that the other airline follows suit and reimburses me. I have been given nothing but the run around in this. It's really unbelievable the hoops one must jump through just to get INFORMATION on what to do.

Sincerely,

*************************
Initial Complaint
Date:08/12/2022
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.
To whom it may concern, We recently flew business class from *** to ***** with reservation ID ****** and from *** to *** with reservation ID ******. Both flights were poor at best. Flight UA990 was on an old and dirty plane with poor amenities. The food we were served was inedible and I repeatedly had to request drinks. The service was terrible and we were left feeling as though the flight attendants were doing us a favor by getting us anything at all. Flight UA935 was on a newer and cleaner plane however the food was just as bad and getting a drink was nearly impossible. When I did ask a drink, the flight attendant, her name was "******************", literally opened my bottle of *********************** with her teeth. How disgusting! The other flight attendant was also very rude.
Business Response
Date: 08/26/2022
Dear **************** and family,

We received your letter from the Better Business Bureau regarding your recent trip with us. I want to apologize again for your unpleasant flight experience when you traveled with us on July *******************************; Based on the events and behaviors you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. I also apologize fort he behavior from which you described. All United employees are expected to provide our customers with friendly, professional service at all times. They are also expected to perform their duties with courtesy and efficiency while maintaining a compassionate regard for customer convenience,regardless of circumstances. We strive to offer an outstanding product with corresponding service, tailored to meet the individual needs of our passengers.As you gave a detailed description of events, we are able to follow up on the situation. By reviewing the situation with the management and employees involved, we are taking action to improve service quality.

Our records show that you have been in previous communication with my colleague (*******) regarding your flight experience and ***** (non-qualifying Premier)goodwill miles were added to your MileagePlus account. In regards to your refund request on your tickets, respectfully it has been declined as your tickets have been used. Once they are used, they are no longer eligible for a refund. However I would like to extend my apology by sending each you an Electronic Travel Certificate for your to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business for processing. Your ETCs will arrive in a separate email containing details on how to redeem your certificate.

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

Regards,

***************************
Customer Care Management
**********************
Case ID - ********

**********************************
8/11/2022 2:40:01 AM
Hi *******,

We want to make your flight as comfortable and enjoyable as possible, and apologize we let you down on your recent flights.

For the inconvenience, I'm adding award miles to your MileagePlus account. You will see the miles post within the next couple of business days.

Your feedback helps us work toward being your airline of choice, and we hope you'll give us the opportunity to provide a more positive experience next time.

Regards,

*******
Customer Care
Case ID: ***************
Initial Complaint
Date:08/12/2022
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 8/9/2022 I had an early evening flight out of *** to SLC via Newark. In the morning, I received a text and an email from united saying there *** be a weather disruption in the NYC metro, but that *** itinerary was still scheduled. Immediately after, I opened the app and saw that my app was trying to get me to check in for a 7 am flight on 8/10 that I had not booked. It appeared that united cancelled my itinerary. I contacted United customer service, and the agent continued to tell me that my flight was on schedule. When I sent the agent a screenshot of my app, she finally agreed I was right. When I asked about my options, the agent ended the chat between us. I was never alerted by United to my cancelled itinerary, and gave up my entire day on Tuesday to sorting this out myself and eventually be able to make a different flight out of ****** that would still allow me to get home on Tuesday. I want a refund, I am appalled by their "customer service" and angry I was never alerted to my cancelled itinerary.
Business Response
Date: 08/26/2022
Dear Ms. *************** received your letter from the Better Business Bureau regarding your recent experience with us. I am very sorry to learn of your flight disruption and unpleasant experience when you were scheduled to travel with us on August 9, 2022. Based on the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Our records show that your scheduled flight on UA4414 August 9th, 2022 (DCA to ***) was cancelled by the local Air Traffic Control due to extreme weather conditions. We understand the weather this day affected many of our passengers and flights. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.However the safety of our passengers and crew will always be our top priority. We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind.

Respectfully I regret your refund request has been declined as your ticket has been Exchangedand Used. Once a ticket has been used,it is no longer eligible for a refund. Generally reimbursement / compensation is not offered when flights have been affected by Air Traffic Control, Extreme Weather Conditions, or Uncontrollable Events. However we you have been in previous communication with my colleague (*****) and received a $200 Electronic Travel Certificate as a gesture of goodwill.

While no additional compensation is forthcoming, we do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers;however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.

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

Regards,

***************************
Customer Care Management
**********************
Case ID ********

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

8/24/2022 6:30:55 PM
Hi ********,

Thank you for taking the time to reach out and share your feedback with us.

We know you count on us for reliable transportation and Im sorry to learn that this was not the case during your trip. We try hard to plan for unforeseen events that *** impact our flight schedule, including the flight you wrote to us about, and know how frustrating and stressful it is when the unexpected significantly disrupt your plans. Were really sorry for the inconvenience.

I'm sending you a $200 electronic travel certificate per person as a goodwill gesture, which will arrive via email in the next few business days. It can be used for a new purchase toward transportation on any flight operated by United Airlines, ***** United Express, and partner airlines sold on United direct channels. Please know that your comments have been shared with our operations team for review so we can continue to find ways to improve our service on the ground and in the air.

Thank you again for your feedback and patience.We look forward to having another chance to serve you in the future.

Regards,

*****
Customer Care
Case ID: ***************
Initial Complaint
Date:08/12/2022
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.
Hello BBB. I had really worst experience with United airlines flying. I had an one way ticket from maa to *** on 06/17/2022 but somehow that flight got cancelled rerouted to another flight. then they said now flight journey is 42 hours and I called united they said I can wait at lounge in *************. So I flewed from Maa to DEL and asked security and I need to go for lounge and they said i cannot go before 2 hours and I literally had to wait outside for 12 hours. So finally I went in. this is one of the horrible flight journey i had ever in my journey. I had the business class ticket and seat was half way go through and that's it. I asked for help to change seat they said they don't have any left over to change as flight is full IF I want I can sit at economy .seriously ? food was okay and I am good and its exceptional but how can you sit half way on 16 hours flight. Well I finally landed at *** and now from here Boarded *** to *** and we are at taxi and now another horrible journey they said some apc issues and got down and not able to fly. then they came back to gate and literally we fried on 2 hours they evacuated everyone on flight and told us to wait or look for another flights. literally no is willing help to me and i am almost dying with pains after flying 40 hours and now stucked up at *** and finally I was able to find an another flight to another destination near by after 5 hours and finally came home and bags came after 2 days with whatever food died in the bags. Why would United is doing like this and horrible customer service and giving information you can stay at lounges and you can wait and also giving false information online award miles too. When I tried to change my ticket it shows 86k miles once I changed the flight at checkout it will say like something.
Business Response
Date: 08/23/2022
Hi **************:

Your BBB Case # Complaint # ******** was received in the ********************************** department.
I would like to assist your regarding your disservice however in order to facilitate review of complaint or request, if you could fill out the below areas and provide necessary information and a brief summary of your request, I'll look into it:
Passenger name(s):
Frequent flyer number (if available):
Address of Customers:
City
State
Country
Postal Zip Code,
Telephone Number:
Email Address:
Flight number:
Flight date:
Ticket numbers:
Confirmation number:
Approximate departure time:
Flight from:
Flight to:

*Brief Summary-
Hello BBB. I had really worst experience with United airlines flying. I had an one way ticket from maa to *** on 06/17/2022 but somehow that flight got cancelled rerouted to another flight. then they said now flight journey is 42 hours and I called united they said I can wait at lounge in *************. So I flewed from Maa to DEL and asked security and I need to go for lounge and they said i cannot go before 2 hours and I literally had to wait outside for 12 hours. So finally I went in. this is one of the horrible flight journey i had ever in my journey. I had the business class ticket and seat was half way go through and that's it. I asked for help to change seat they said they don't have any left over to change as flight is full IF I want I can sit at economy .seriously ? food was okay and I am good and its exceptional but how can you sit half way on 16 hours flight. Well I finally landed at *** and now from here Boarded *** to *** and we are at taxi and now another horrible journey they said some apc issues and got down and not able to fly. then they came back to gate and literally we fried on 2 hours they evacuated everyone on flight and told us to wait or look for another flights.literally no is willing help to me and i am almost dying with pains after flying 40 hours and now stucked up at *** and finally I was able to find an another flight to another destination near by after 5 hours and finally came home and bags came after 2 days with whatever food died in the bags. Why would United is doing like this and horrible customer service and giving information you can stay at lounges and you can wait and also giving false information online award miles too. When I tried to change my ticket it shows 86k miles once I changed the flight at checkout it will say like something.

We appreciate your business.

Regards,
****
Customer Care Management
Case# ********
Customer Answer
Date: 08/26/2022

Complaint: 17709591

I am rejecting this response because. here is the information.

I would like to assist your regarding your disservice however in order to facilitate review of complaint or request, if you could fill out the below areas and provide necessary information and a brief summary of your request, I'll look into it:
Passenger name(s): *************************
Frequent flyer number (if available): CJN87330
Address of Customers: 5188 *******************
City
********
***********
Postal ***************
Telephone Number: **********
Email Address: *******************
Flight ********************** date: 19/06/2022
Ticket numbers:
Confirmation number: BMKQH4
Approximate departure time:
Flight from: MAA
Flight to: Suppose to be *** but landed at ONT

Business Response
Date: 08/31/2022
Hi ************************,

Your BBB Case # Complaint Rebuttal# ********was received in the **********************************************

Although our goal is to provide on-time departures, your safety is our main priority. We had a difficult and challenging day for flight **** at Newark on June 19, 2022. Im sorry your delays impacted you for passenger reservation BMKQH4.

************************, United Airlines carefully reviews our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors and to the satisfaction of all our valued customers. Your disservice has been completely documented, reviewed and in line with Mileage Plus membership level for which you were originally compensated a $150.00 electronic travel certificate however as a goodwill gesture will issue an additional $250.00 electronic travel certificate over to bring to amicable conclusion that will be sent in a separate email. Please allow 3 to 5 business days for processing.

We give such issues careful consideration and our ************* legal department reviews these matters to ensure compliance with applicable laws and regulations.

Again, I sincerely apologize for your overall experience. Please know that your comments have been shared with our operations team for review so we can continue to find ways to improve our service on the ground and in the air.

Thank you for your business as a Mileage Plus member and choosing United for your travel. We look forward to having another chance to serve you in the future.

Regards,

****
************* Management
Case# ********
Case#********
Initial Complaint
Date:08/11/2022
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.
On June 30th, my fianc and I were on a flight from *************** (***) to *********** (***) on a United flight. We sat on the runway to take off for an hour and finally got in the air and were on our way. About 2 hours out of ******, they made an announcement that there was a noise in first class bothering the passengers and that they needed to look into it. The next thing we knew, they were turning us around in the air and landing us back at ***. They first told us it would be looked into then we would be back in the air, but when we landed they immediately canceled the flight. The flight attendant making the announcements said that there were no hotels nearby for us because Wimbledon was in town to find a place to stay and save all our transportation and hotel receipts to be submitted for reimbursement. So in a foreign country at midnight with everything booked and closed, we found a hotel 45 minutes away. I spent about $200 on transportation and $500 on a hotel. Not only did they leave us stranded with no help in a foreign country, but we come to find out all the first class passengers were put in a hotel and everything was paid for, but the rest of us were left spending hundreds. I submitted all my receipts on July 1st and was told I would be refunded in the next **** days and it has now been 42 days since submitting our receipts and have yet to get my money back or even hear from them. I have called every week asking when we will be reimbursed and they keep saying soon. No one is helping or giving any information and our credit card payments were due. We wouldve slept in the airport if we were told by a flight attendant that we would be reimbursed. We cannot afford this and the airline isnt responding.
Business Response
Date: 08/23/2022
Hi ******************:

Your BBB Case # Complaint # ******** was received in the **********************************************

*****************, after reviewing your disservice surrounding the disruption to your travel plans for flight 935 on June 30, 2022. Please accept our sincere apologies for the inconvenience you incurred.

As alternative options to your claim for compensation under Regulation EC 261/2004 (EU261), we would like to offer you the choice between an $1,000.00(USD) United Travel Certificate (redeemable and transferable toward the purchase of any United or United Express operated flight) or ****** United *********** miles (redeemable on flights operated by United, United Express or by Air ******, ***, Austrian, Lufthansa, SAS Scandinavian, Swiss, Thai, and 20 additional ********************** worldwide).

To view additional *********** services and award options within the worlds largest network, including Star Alliance and our other global partners,please visit us at: http://www.united.com/mileageplus. Travel Certificates are valid for twenty-four (24) months and *********** miles do not expire.

If you would like to select one of these options, please let us know your preference, and well facilitate delivery via e-mail within 3-5 business days.?

However, if you still wish to pursue monetary compensation under EU261 in the amount of EUR600, please provide a valid address where we can send it. You will receive your compensation in the form of a USD check. Processing your payment may take up to six to eight weeks.

******************, regarding request for reimbursement of out -of -pocket expenses after careful review of internal records indicate your request was sent to United *************************** for fulfillment in the amount of $155.00 as of August 22, 2022. Also a Customer Care representative requested confirmation of address from you to where the check/bank-draft should be sent via U.S.P.S.

We appreciate your business as a Mileage Plus Silver member and it is our privilege to serve you, and we look forward to welcoming you aboard your next United flight.

Regards,

****
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, although the business asked for my address but gave no way of contacting them or replying. This has made it extremely difficult to resolve the issue.

Sincerely,

*******************************
Initial Complaint
Date:08/11/2022
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 am contacting you today because I recently took a flight from ****** to ******* where I paid for check luggage that I was under the impression would be protected and kept safe from one destination to the next unfortunately that was not the case becausethe lock was broken off of my luggage and all of my valuedpossessions sentimental possessions were stolen from me I was instructed to file a claim with United and was promised that if mypossessions were not recovered that I would be compensated forthem I proceeded to file the claim upload documentations for missing items as I was instructed only to be disrespected andslapped in the face again once the claim was completed by onlybeing offered $1900 $1900 will not even cover half of one of theitems that was stolen from me the employees in the baggage claimsdepartment customer service were very rude and unhelpful the onlything that they kept referring to was the fact that I was offered1900$ it's not about the money and I can't stress that enough I was lied to I was disrespected I was stolen from I feel unappreciated after being a loyal customer with ********************** no one seem to know theanswers to anything of my questions no one seem to be able to tellme anything i don't even think that am investigation took place I think I would feel better if at the beginning I was told ma'am youhad some valued items in your luggage we're not going to compensate you for the house so don't even waste your time but **** told to upload receipts so that they can see the value of the items they were missing only to be told this is all that we can offer you I'm sure that I'm not the first person that this is happened to meand I'm call my voice to be heard because I don't want anyone elseto have to go through what I went through I feel like I've beenrobbed and disrespected The airport is full of Surveillance I want the person responsible for taking my items punished
Business Response
Date: 08/24/2022
Tell Dear *************:

United Airlines has received your message from the Better Business Bureau. BBB
Please accept our apology this happened to you. I am so sorry for the inconvenience, disappointment, and the loss your items.Any feelings resulting from this are certainly understandable.

I am so sorry if how this was handled logistically may not be as personable as we would like. We do have an internal procedure for these types of incidents, any investigations and related information is proprietary and cannot be shared.

However,if you wish to file a police report, we will cooperate fully with any outside investigation you initiate.

The amount of recovery $1900, is based on policy and our insurance allowable guidelines.Regretfully, ************* is not able to intermediate to adjust this number.This would need to be reviewed by our baggage department, and I believe it has been reviewed since the payment. At that time, due to policy guidelines, we were not able to offer additional cash. However, the agent did issue a sizeable goodwill travel certificate in the amount of $400.

I will be happy to forward a copy of this email to our baggage department for an additional review. If there are any allowable adjustments, you will be contacted.

Again my apology for the distress this has caused you.

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 ******

************* Management
**********************
Case ********us why here...
Initial Complaint
Date:08/11/2022
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 plane took off late from ****** , missed my flight connecting flight from ********* to ***** because of your delay . Lost a whole night from my vacation and a cost me a whole night that I already for in my hotel in ***** , also I paid for flight with 1 hour layover too dollars but I ended up with almost *************************************** 1 hour layover but that wasn't the service I got . I am requesting a full refund plus a refund for the hotel night that I lost , and top of that I am requesting a compensation for the physical and mental damages your delay caused me , anxiety and stress that I shouldn't have dealt with on a vacation . I just want this to be handled quick and in a fair way . Thank you
Business Response
Date: 08/23/2022
Hi ******************:

Your BBB Case # Complaint # ********was received in the **********************************************

******************, I apologize for the disservice you experienced when flight 960 was delayed 32 minutes and caused you to miss your original connecting Lufthansa Airlines flight 582 on July 2,2022.

******************, upon receipt of your reimbursement request regarding: a day of lost vacation, for pre-paid hotel vacation request if the purpose of your trip is to close a potentially lucrative business deal, corporate meeting, to give a speech or lecture, or to attend a family function, pre-planned vacation or at any time-sensitive event we do not reimburse.

******************, United Airlines carefully reviews our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors and to the satisfaction of all our valued customers. Your disservice has been completely documented and in line with Mileage Plus membership level for which you were compensated ****** goodwill Mileage Plus miles over and beyond compensation guidelines.

We give such issues careful consideration and our ************* legal department reviews these matters to ensure compliance with applicable laws and regulations

Again, I sincerely apologize for your overall experience. Please know that your comments have been shared with our operations team for review so we can continue to find ways to improve our service on the ground and in the air.

We appreciate your business as a Mileage Plus member and it is our privilege to serve you, and we look forward to welcoming you aboard your next United flight.

Regards,

****
************* Management
Case#********

Customer Answer
Date: 08/23/2022

Complaint: 17706666

I am rejecting this response because: United airlines havent contacted me in regards to settling my complains . My requests are clear and fair and I am not willing to negotiate on them

Sincerely,

*****************************
Business Response
Date: 08/31/2022
Hi ******************:

Your BBB Case # Complaint Rebuttal# ********was received in the **********************************************

******************, I thoroughly understand your point of view and apologize for the disservice you experienced when flight 960 was delayed 32 minutes and caused you to miss your original connecting Lufthansa Airlines flight 582 on July 2, 2022.

******************, upon receipt of your reimbursement request regarding: a day of lost vacation, for pre-paid hotel vacation request if the purpose of your trip is to close a potentially lucrative business deal, corporate meeting, to give a speech or lecture, or to attend a family function, pre-planned vacation or at any time-sensitive event we do not reimburse.

******************, United Airlines carefully reviews our guidelines regarding goodwill compensation annually to make sure that they are properly aligned to several determining factors and to the satisfaction of all our valued customers. Your disservice has been completely documented and in line with Mileage Plus membership level for which you were compensated ****** goodwill Mileage Plus miles however to bring to amicable conclusion I will issue an additional ****** goodwill miles to your Mileage Plus account. Please allow 3 to 5 business days for processing.

We give such issues careful consideration and our ************* legal department reviews these matters to ensure compliance with applicable laws and regulations

Again, I sincerely apologize for your overall experience. Please know that your comments have been shared with our operations team for review so we can continue to find ways to improve our service on the ground and in the air.

We appreciate your business as a Mileage Plus member and it is our privilege to serve you, and we look forward to welcoming you aboard your next United flight.

Regards,

****
************* Management
Case# ********
Case#********
Initial Complaint
Date:08/11/2022
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 hotel through the United app along with my flight to ******.United cancelled my flight two days in a row and I had to cancel my trip.United refused to issue a refund for the hotel even though I was unable to travel because of their cancelled flights and their unwillingness to put me on another airline.
Business Response
Date: 08/24/2022
Dear ***********:

United Airlines has received your message from the Better Business Bureau. BBB
I am so sorry to hear you have not been successful in resolving the hotel refund. While this is a third-party vendor, we are happy to try to intercede on your behalf.

As soon as I have an update, I will be sure to contact you.

Thank you for your loyalty as a MileagePlus member and for your patience.

Regards,

Summer ******

Customer Care Management
**********************
Customer Answer
Date: 08/25/2022

Complaint: 17706421

I am rejecting this response because: theyre assertion that the hotel is a third-party is irrelevant as they were the booking agent and I was unable to even arrive at the hotel due to their multiple cancellations.

Sincerely,

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

Thank you for your patience.

I was able to locate an internal contact and we are working with United Hotels to secure a refund for you.

You should be contacted once the refund is being processed.

Thank you again 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
**********************
Initial Complaint
Date:08/11/2022
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 and paid for a first class flight they had issues with the plan and I ended up flying economy for two legs of the flight. They dont want to refund me the money and said I had to submit a complaint via their website It is wild I paid **** dollars for a one way ticket and had to fly in the middle of two people and arrived hours late and they wont refund part of my ticket
Business Response
Date: 08/24/2022
Dear *****************:

United Airlines has received your message from the Better Business Bureau. BBB
Please accept out apology for the inconvenience and disappointment experienced.

I have submitted a refund authorization to our refund team to process any applicable refund for the difference between the first class purchased segments and the downgraded segments. Our accounting team will determine the amount and process the refund based on the fare purchased.

We appreciate some additional time as, we may need to reach out to Alaska Air as well, to get this expedited. Our refund team will contact when the refund is processed, the reference number will be 38238596.

In the meantime, I am sending you a $300 United travel voucher as a goodwill gesture of our regret for the poor experience. Please allow two business days for the voucher to arrive by email.

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 ********

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