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Business Profile

Airlines

United Airlines, Inc.

This business is NOT BBB Accredited.

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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

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United Airlines, Inc. has 88 locations, listed below.

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    Customer Complaints Summary

    • 4,249 total complaints in the last 3 years.
    • 1,362 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.

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    Complaint status

    Complaint type

    • 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.
      United canceled our European Flight from ****** to Naples ***** a few hours before it was due to take off, we were actually driving to the airport when I checked my email & realized. No help was provided at all to get us on a flight that day. It was impossible to deal with customer ************** continued to give us a ring around. We had a big 50th wedding anniversary in ******** for my parents, which I planned THE ENTIRE thing. We had a private boat on Saturday, a dinner party Friday ************** and ***************** event with family members. There was 25 of us going. The put us on a flight Sat, 2 days latter to ************ wouldn't get to Naples until Sunday. That was not approved by us or accepted. The only option I had to not miss my parents events, that I threw & Planned was book a flight with Alitalia to ****. We had to incur over $800 in parking at *** (since we were originally leaving Newark), we had to land in ****, not Naples & pay $350 to get to *********** had to rent a car on our return trip from Newark to get back to our home. Plus we had to spend over $4,300 on new tickets. United has been no help in refunding me the above money. I'm owed at least $5500 and I continue to get put on hold, and given to ****** service who tell me "I'm sorry ms I don't have authority to help". I never get transferred to anyone who can help. It seems they credited me $40 which I have no idea why. We are a family who planned this trip for 2 years. We make a normal living, but the spend over $5000 more due to just canceling a flight, with barley 0 notification is COMPLETELY UNEXCEPTABLE. I will take this to local news station if I have to. The customer service is horrible & they should be ashamed as to how poorly they treat customers. I've been on the phone over 6 hours with them & still have nothing to show. Please help me get this message across & get refunded my additional ticket I had to incur since they canceled on us. My family has been through a big ordeal

      Business Response

      Date: 08/23/2022



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

      The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I apologize for the cancellation of United Flight 964 on July 21, 2022.  Your frustration is certainly understandable especially as you were attending your parents' 50th wedding anniversary in *****.  Our records reflect you and your family of five purchased tickets from an online travel agency, and the cancellation of United Flight 964 led to your being rebooked to travel with Lufthansa aboard Lufthansa Flight 403 on July 22, 2022, and Lufthansa Flight 334 on July 23, 2022.

      Our airport agents or Reservations representatives will help to arrange alternate transportation for you on the next available United or United Express flight. Sometimes this involves a longer wait than expected, and we understand if a passenger decides to make alternate arrangements on his/her own. In these situations, our customers can submit their United ticket information via United's website to request a refund, and United Refunds will issue a refund for the unused flight segment.  We do not, however, provide reimbursement for alternate transportation the customer sought himself/herself (for example tickets purchased from other airlines or car rentals) to reach his/her destination. I know you reached out to United Refunds, and United Refunds issued refunds for the unused portion of your and your family's tickets on August 13, 2022 (United Refund Request numbers ********, ********, ********, ********, and 38043750).

      ***********************, on-time service is part of being a dependable airline, and while we try to plan for all unforeseen events, sometimes these challenges can impact our operations.  Your comments have been included in a report to our Airport Operations team so that we may evaluate and improve our service. We understand that we have some work to do, and we are determined to regain your trust.  As a gesture of our concern, I am presenting you with electronic travel certificates.  The electronic travel certificates can be used to help offset the cost of future ticket purchases with United, and you will receive the travel certificates under separate cover via email within at least 24 hours. 

      Thank you for your and your husband's patronage as MileagePlus members.  We look forward to winning back your loyalty and business on a future United flight. 

      Sincerely,

      *********************
      UNITED AIRLINES
      Customer Care Management
      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.
      United Airline flight **** from *** to ******* was diverted to ************** ** due to inclimate weather. Once landed in **************, United could not find a pilot to fly the plane. Passengers are stuck in the airport among them CHILDREN. United has made no effort to place passengers in a hotel..

      Business Response

      Date: 08/24/2022

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

      I am responding to the correspondence you forwarded to the Better Business Bureau. I'm sorry for any inconvenience the flight diversion caused you on August 10, 2022. Due to strong winds causing the aircraft to burn more fuel, an extra stop was made to refuel.

      Please know the safety of our passengers and crew is always our top priority. As a thank you for your patience and understanding, I'm sending you a $200.00 electronic travel certificate which will arrive via email in the next few business days.

      On behalf of United, we look forward to seeing you again in the future.

      Regards,
       
      *****************
      Corporate Customer Care
      Case: ********
    • 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.
      On July 21st, I left ***** to ****** ******** to ***** my mother that I haven't seen for 10+ years, and United Airlines lost my bags containing my mom's burial clothes, and other items that were so dear to. I was in ******** for 10 days not having even a toothbrush because my bags were missing so I had to buy everything from crashed while I was in ********. When I returned to ***, I called and they acted as if it wasn't their fault, and didn't really care about it. I have been calling then since July 22nd and they haven't settle me or anything. This is affecting me not only physically but psychologically as I had so many things for my mom's funeral but none actually got to ********. Please help me.Thank you.

      Business Response

      Date: 08/23/2022

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

       

      I am contacting you in relation to correspondence forwarded to United Airlines from the Better Business Bureau regarding lost baggage during your most recent travel .

       

      After review, I have verified that our Baggage ************************* has received your claim on August 22, 2022 and is currently under review.

       

      We appreciate your patience.

       

      Regards,

       

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

      United Airlines 

      Corporate Customer Care 

      Case ***************

      Customer Answer

      Date: 08/26/2022

       
      Complaint: 17685140

      I am rejecting this response because: its been more than a month since I filed a complaint about my lost luggages with United Airlines and nothing has been done to resolve this issue. 

      Sincerely,

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

      Business Response

      Date: 08/30/2022

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

       

      Thank you for your reply.

       

      As previously advised, our records indicate that your concerns are previously under review and appreciate your patience.

       

      However, I will forward your additional concerns to our ********************************* who handles all baggage issues.

       

      Also, please feel free to contact them directly at ************** if need.

       

      We appreciate your business.

       

      Regards,

       

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

      United Airlines

      Corporate Customer Care 

      case 166187141414635

       

       

      Customer Answer

      Date: 08/30/2022

       
      Complaint: 17685140

      I am rejecting this response because:I have been contacting your baggage resolution service center and they dont even have my information on file so I dont know why youre saying my claim is being processed. I am ready for a law *** because this is draining me physically, psychologically, and mentally. I dont think you guys understand what it means to lose your mother and on going to ***** her, your bags containing everything got missing. I am literally ready for a law *** due to emotional and psychological break down from this incident.

      Sincerely,

      ***************************
    • Initial Complaint

      Date:08/10/2022

      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.
      Checked in around 6 pm and everything looked good. Then at 3 am, couple hours before needing to be at the airport, got text message saying flight was cancelled. When I tried to reschedule United said they were sorry and nothing was available and left it at that. There was nothing to help resolve the issue, to help find another flight home, or even an offer of a refund for the cancelled flight. I was forced to download the app and finally find another flight from an airport 90 miles away. To make this flight I not only had to get a rental car and the gas from it, but was also unfortunate enough to have the vehicle's windshield crack on me during that trip, so I am now responsible for that as well. All these additional expenses would not have occurred had I been given proper notice of the cancelled flight or if there had been assistance on getting on another flight from the original airport. Again nothing from United to help with this, but it does look like United had me pay a second time for my checked bag. Had one of the least desirable seats on the rescheduled flight. The plane was filthy and when customers complained they were given wipes and told to clean it their selves. I've attached a picture of the ceiling. The celling was dripping on me through the grime shown in the picture, and when I mentioned it to the attendant she said it happens and seemed appalled when I asked for something to prevent it from dripping in my drink. When I mentioned this to United I was again blown off.

      Business Response

      Date: 08/23/2022

      Dear Mr.  ****** :

      The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and I am sorry for the cancellation of United Flight **** on August 7, 2022, and for any inconvenience you experienced.  On-time service is part of being a dependable airline, and while we try to plan for all unforeseen events, sometimes these challenges can impact our operations.  Your comments, as well as your feedback about your travel experience aboard your alternate flight, have been included in a report to our Airport Operations team so that we may evaluate and improve our service. 

      We understand that we have some work to do, and we are determined to regain your trust.  As a gesture of our concern, I am presenting you with an electronic travel certificate.  The electronic travel certificate can be used to help offset the cost of a future ticket purchase with United, and you will receive the travel certificate under separate cover via email within at least 24 hours. 

      And a refund of the $35 checked baggage for United Flight **** has been issued to the original form of payment.  Please allow at least 2 billing cycles for the credit to appear on your credit card statement.

      Thank you for your patronage, *****************  We look forward to winning back your loyalty and business on a future United flight.  

      Sincerely,

      *********************
      UNITED AIRLINES
      Customer Care Management
      Case ********

      Customer Answer

      Date: 08/24/2022

       
      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:08/10/2022

      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 am reaching out to the Better Business Bureau in hopes of receiving proper compensation for the inappropriate forfeiting of/repossession of and distribution of my (paid for) flight ticket with United Airlines on Sunday, August 7th. Necessary identifying information is listed below. A summary of events from August 5th to August 7th are detailed in the *** attached. Labelled pictures, chat screenshots, and emails serving as corroborating evidence are also attached as a separate ***.Name: ************************* Confirmation Number: G8RJQT Flight 1 (8/5/22, 3:29PM): UA2158 Flight 2 (8/7/22, 3:39PM): UA2158

      Business Response

      Date: 08/24/2022

      Dear Mr. ************:

      Although our goal is to provide on-time departures, your safety is our main priority.  We had a difficult and challenging day at ****** on August 5, 2022, and Im sorry this impacted your travel on flight ****, from Newark to ************.


      The severe weather conditions contributed to ramp closures and runway congestion.  As a result, and to ensure the safety of our customers and employees alike, there were periods when our ground staff were not able to assist with arriving airplanes which led to some travel disruptions.  As a token of our appreciation for your patience during the delay, I am sending you and email with an electronic travel certificate, good until December 31, 2023, for use on a future flight with United Airlines.  It can also be used for ancillary purchases or bag fees.  You should receive the email within 48 to 72 hours.


      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 choosing United for your travel. We look forward to having another chance to serve you in the future.

      Sincerely,

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

      Customer Care Management

      Case ID ********

      Customer Answer

      Date: 08/28/2022

       
      Complaint: 17701930

      I am rejecting this response because:

      Dear ********************* and United Customer Services,


      While the response addresses the delays for my original flight on August 5, 2022, it fails to address the cancellation, and redistribution of my rescheduled flight on August 7, 2022. Otherwise, it has been over 72 hours and I have yet to receive an email from United and have not been reimbursed for my cancelled $260 flight (which also required me to make alternative arrangements to and from *** on four separate occasions). United needs to address why my flight was cancelled after it was successfully rescheduled with their live chat support (see previously attached PDFs). I understand that United has a staff shortage and that the weather is unpredictable; however, there is no reason the airline should be canceling my rescheduled flight without reimbursement prior to giving my seat away to another flyer. Please address the subsequent flight on August 7, 2022 in future responses.

      Sincerely,

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

      Business Response

      Date: 09/01/2022

      Dear Mr. ************:

       

      I'm very sorry that you encountered the problem that you did on August 7, 2022.

       

      I have researched your reservation and found that you were rebooked for the 7th; however, when you exited the aircraft on August 5, 2022, and did not advise anyone that you weren't going to travel when flight **** finally departed at 11:50 PM that evening, your ticket was still showing as checked in and lifted; therefore, when you attempted to check in on the 7th, it was showing as used.

       

      I have authorized a full refund of the one way ticket, which was $244.73, back to the original form of payment.  The refund process takes seven to ten days to process, and once completed, you will receive an email from United Refunds advising that it has been.

       

      Thank you again for choosing United Airlines.

       

      Sincerely,

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

      Customer Care Management

      Case ID ********

    • Initial Complaint

      Date:08/10/2022

      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 Sunday Feb 27, 2022, my husband ********************** made a reservation for both of us to fly from *** to ***, return to *** from GVA. His confirmation # was GBKQ4G. My confirmation # on my United App was GBWXPP (app picture included for proof, see uploaded documents, all screenshots are from my phone). Having a confirmation number and trip showing in app under my name, I did not question validity of reservation (again, please see uploaded screenshots showing confirmation numbers). When we arrived at the airport on June 30th 2022 around 2pm, we were told that they could not find a reservation under my confirmation #, asked us for ticket # (which we do not keep once we have a confirmation # and trip shows up under "my trips") which we could not find. The United App also displayed a flurry of mixed messages (pictures attached). In the end, their representative, ************, helped us book a similar itinerary (confirmation # MOREJ3) but for significantly more money. We requested a refund for the difference between what we paid on June 30th ($12,724.17, #MOREJ3) and the original price of the flight ($3,775.37, GBWXPP or GBKQ4G) on Feb 27th. If there was an issue with my original reservation, United should not have issued a confirmation number and added the trip to my forthcoming list. I operated in full faithfulness that my reservation was valid. Going back, we can see that only my husband was ticketed and billed. But we had no way to know there was an issue with my trip since they issued a confirmation number and added this trip to my list of my United app. United continues to deny our refund request on the basis that the (new ticket) was used. We do not argue this. We argue that the new ticket was purchased at a gouged price for a situation United created.

      Business Response

      Date: 08/23/2022

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


      *************** to correspondence forwarded to ** from he Better Business Bureau in relation to your booking initially booked on February 27, 2022 for travel in June and July 2022.

      After review of your initial reservation bookings it appears they were booked via united.com for confirmation numbers GBKQ4G (*************************) and  GBWXPP (***********************).

       

      However, it also shows that right after the booking on February 27, 2022 the segments were cancelled via the united.com web as well for GBWXPP (***********************) within 15 minutes of the initial booking by the individual booking via united.com.  Therefore, an itinerary was not created thereafter due to the cancellation of the segments on February 27, 2022.

       

      We understand it may have been an error on the part of the booking individual but United would not be responsible and respectfully decline your request for a refund of the used ticket in question.

       

      We appreciate your business an look forward to welcoming you on board your next United Airlines flight.

       

      Regards,

       

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

      United Airlines

      Corporate Customer Care 

      Case *************** 

       

       

      Customer Answer

      Date: 08/24/2022

       
      Complaint: 17701064

      I am rejecting this response because:  Very simply for 2 reasons.  First, since both travelers were booked at the same time, it is unlikely that one could cancel and not the other. The only way that ***** could get a separate confirmation number is in the ticketing process, assigning a new confirmation number.  Secondly, if per your statement, ***** had cancelled (which she did not), then her confirmation and travel information should and would have disappeared from her United app (at least, that is what has happened before with United when we have cancelled on our end - and all other airlines).  By not removing the app information, we were under the impression there were no issues.  If the ticket had indeed been cancelled on our end, the app info would and should have disappeared.  The only way for the app info to still be in the United system would be a confirmation on United's end but no issuance of ticket, also on their end.  Again, we are not asking for full refund but for the difference between what we were billed in February (******'s ticket) and the inflated rate charged in June.

      Sincerely,

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

      Business Response

      Date: 08/30/2022

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

       

      Thank you for your reply.

       

      After further review, our decision remains the same.

       

      As previously indicated,  the segments were cancelled via the united.com web for GBWXPP (***********************) within 15 minutes of the initial booking by the individual booking via united.com. 

       

      Please note that a confirmation is always given when booking  but ticket is not final until ticketed and billed as you have indicated was not received for confirmation GBWXPP.

       

      Therefore, your request for reimbursement is respectfully denied.

       

      We appreciate your business and hope your next travel with us is a seamless experience.

       

      Regards,

       

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

      United Airlines

      Corporate Customer Care 

      Case  ***************

    • Initial Complaint

      Date:08/10/2022

      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.
      On March 30, 2022, I bought 3 tickets for myself, daughter, and granddaughter.I booked the three itineraries online, INEQBE, IPKPWE, AND I80WTG. Furthermore, it was a complicated reservation with multiple cities,with one-way and round-trip options. For example, I booked my daughter with *** PRE Check membership a one way flight from *** to *** August 1, a round trip ticket SAC to *** for my 17yo granddaughter plus *** to *** booking on August 1. I, also with *** PRE Check, then bought a round trip ticket to fly with them on August 1, return August 7 from ***. This cost me $1700, all charged on one saved CC with United. Since August 1, I read merging two or more airline reservations is TECHNICALLY IMPOSSIBLE and because of this unanticipated technicality, I experienced stress and separation anxiety on August 1, at the *** *** PRE Check line entrance regarding my granddaughters ticket, as it did not have *** PRE Check on it.On August 1, *** *** PRE Check line entrance guard separated from me from my granddaughter. Time was limited and respectfully explained our situation to this guard. But arbitrarily denied.Jetblue and American Airlines, did not have any issue with my granddaughter entering the *** PRE Check lines with us at ***, Bostons ****************** and *** on Marthas vineyard. Both JetBlue and American Airlines honored our reservations. Airlines have some discretion in deciding whether or not to pass on these benefits to everyone, like Jetblue and American Airlines did mid July. Then ***** minutes later we reunited only to rush to the gate. You cannot make several reservations from various accounts and merge them onto one itinerary. What you can do is call reservations at ************** and ask them to link each itinerary together but this is unreliable, as these are just notes by the representative. *** says that 13 to 17yo may be randomly excluded from receiving *** PRE Check on their boarding pass. Random was stressful for **** am 72.

      Business Response

      Date: 08/24/2022

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

      I am responding to the correspondence you forwarded to the Better Business Bureau.  I am sorry to hear about the problems you experienced when traveling with your family, and that you didn't receive a response from us before your return flight.  I also understand your disappointment that you didn't receive the help you expected during this stressful time.

      Random and unpredictable security measures will always be incorporated throughout the airport, and no individual will be guaranteed expedited screening. If you have questions concerning your TSA Precheck status, please call the ****************** at **************.

      I have issued you a $250.00 electronic travel certificate that will be emailed to you within a few days.  

      Thank you very much and have a nice day.

      Regards,
       
      *****************
      Corporate Customer Care
      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. I await the $250 award certificate from United.  I still think United needs to overcome this online multiple booking  glitch with the overlay of TSA PRECHECK when ALL TRAVELERS ARE ON THE SAME FLIGHT during last leg of a multi city booking billed on one credit card.

      *************************************************
    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My 16 year old and I were going on an ****** cruise with my sister in law and niece. Our United Airlines flight from ****** was leaving on August 4th around 3:44pm. We arrived to the airport around 12:30, checked our luggage, went through security and boarded on time. We were just starting to get comfortable when the pilot came on to tell us there was bad weather and in order to take off in a better direction, we would have to wait behind 35 planes. Then he told us there would be a 2 hour delay. Then we had to deplane. There were two further delays and then our flight was cancelled. We had to get on a two hour line for customer service and we were able to rebook a connecting flight through ******* that would not leave until around midnight that night. We waited the 4 hours to midnight, had 2 delays, 3 gate changes and then a cancellation at 1:30am. We ended up missing our cruise. I have had to chase them for our luggage (which they refused to give us that night and eventually shipped to ******) and would like compensation. I have written to them, filled out their forms, been asked to fill them out again and still have no satisfaction.My son and I have been planning this trip for a year. Other planes from other airports did fly out that day but we were unable to and were given no assistance, no compensation, and only weak apologies. I suspect they knew what would happen all along but strung us along all day long. We were there 13 hours by the time we left.

      Business Response

      Date: 08/23/2022

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

       

      I'm responding to a complaint forwarded to ** from the better Business Bureau.



      I'm sorry your trip was disrupted due to weather. On August 4, 2022 and August 5, 2022. I understand how frustrating the added travel time must have been.

      Unfortunately, I'm unable to reimburse your costs as the flight interruption was outside of our control or provide you or your family with compensation.


      While I understand you stated "other Airlines were flying out of Newark" United will always put the safety of our customer as it's main priory.  Our records also indicate you were communicated to in reference to your bag claims on August 9, 2022.


      If you purchased ***************** please let us know and we'll issue you a Flight Verification Letter to file a claim.

      I appreciate you taking the time to reach out to us. We hope to have the privilege of welcoming you back in the future.

      Regards,

      LeMarkus
      Customer Care Management

      case: ********

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a flight with United Airlines. It was from ****** to *******. The flight UA1502 was expected to depart at ***** am on August 5, 2022. It got delayed and the new time to leave was **** pm. We boarded the plane at **** pm, and the door closed around **** pm. Then we sat on the plane from **** pm till **** pm, which did not take off. It took off at **** pm, and we landed in ******* at **** pm.This is the second time my flights have been delayed endlessly in a month. Due to these delays, I did not make it to the meetings I was expected to attend. Due to Covid-19, we also do not have the buffer to go one day before the meeting as we are expected to save costs. I requested the airline to at least compensate my ticket but they just gave a standard response with NO to refund. This is highly unfair. I have been booking my tickets well in advance. I look forward to your response

      Business Response

      Date: 08/22/2022

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

      I am responding to the correspondence you forwarded to the Better Business Bureau. I'm very sorry for the disruption to your travel plans on August 05, 2022. I know your time is valuable and can understand your disappointment. 
       
      We want to make it up to you, so I'm sending you a $200.00 electronic travel certificate that will arrive separately via email within five business days. 
       
      We work hard to maintain on-time flight schedules; however, sometimes unforeseen circumstances can present operational challenges. We appreciate your feedback, especially when considering how to improve our performance. 
       
      Thanks for your willingness to express these concerns, and we hope your next trip with us will deliver the experience you deserve.

      Regards,
       
      *****************
      Corporate Customer Care
      Case: *******
       

      Customer Answer

      Date: 08/26/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not fully satisfactory to me. But I am going to accept it as I do not wish to prolong the case.

       

      It is unfair on behalf of United airlines that they did not acknowledge my request when submitted directly to them twice. I feel that I have been disadvantaged because I am a person of color.    

      Sincerely,

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

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked my trip first class tickets to ******, *******, in March 2022. My experience with your airline and the staff at the airport was beyond unpleasant. The poor customer service for such a large airline is severely uncalled for. *** to ******: This flight was originally from *********. Resulting in a $32 taxi ride. Original tickets were canceled without notice. ****** to *******: the airline once again downgraded me to coach. My husband, who has advanced kidney disease and heart failure, along with the stress caused on me and my daughter, to be downgraded to coach with no leg room for such a long flight, is beyond unacceptable. This incompetence is beyond ridiculous and ruined the trip even before it started. *******-********: Customs took over 3 hours in *******. I already had a small window of 2 hours to be faced with more inconveniences and missed my connection was sent to another airline only to be told there wasn't enough time to check my bags. You put me ** in a hotel. Thanks. It was $120 to travel to and from the airport. I was also charged an extra $100 for overweight bags when I was downgraded from first class. I also incurred an additional $83 parking fee at ********* because of the extra day in *******. I am a psychotherapist who had clients scheduled for Sunday 8/7 with $800 in lost wages.The airline kept changing flights due to multiple excuses weather, no pilots, etc. Then we boarded the flight that was supposed to leave at 10:05 am at 12:40 pm to only sit on the tarmac for about two hours with rude flight attendants. The plane was filthy. The service was beyond inhumane after almost 2 hours, and we were finally given hot water from a water bottle shared for all. I paid over $13000 to fly coach on most of my flights and was treated poorly, ruining my first class and vacation experience. I deserve compensation for this awful treatment I have endured while using United Airlines. I am beyond traumatized by this horrendous experience.

      Business Response

      Date: 08/25/2022

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

      I'm responding to a complaint forwarded to us from the Better Business Bureau.

       Thanks for reaching out to our team. I'm working to help,but I'm missing some details I need to review your request.


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

      Passenger name(s):

      MileagePlus/Frequent flyer number (if available):

      Email address:

      Phone number:

      Home address:

      Flight number:

      Flight date:

      Ticket number (13 digits beginning with 016):

      Confirmation number:

      Approximate departure time:

      Flight from:

      Flight to:

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

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

      Regards,

      LeMarkus

      Case ID#********

      Customer Answer

      Date: 08/26/2022

       

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