Complaints

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

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  United Airlines, Inc.

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

• 

  United Airlines, Inc.

  PO Box 830113 Miami, FL 33283-0113

• 

  United Airlines @ Hartsfield

  6735 Polo Dr Cumming, GA 30040-5722

• 

  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

• 

  United Airlines, Inc.

  Philadelphia International Airport Essington Avenue Philadelphia, PA 19153

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:08/05/2022

  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.

  Case ID: ************************************** June 5, we confirmed flights from ********************** in *********** to ****** Ireland. We had United Premium seats from ** to ****** and back to **. Trip was July ****. Once confirmed we booked tours, lodging, transportation, etc. June 18 United changed our flights. We had less time for a connection in ** and a longer return flight through ******* without United Premium seats. We worried we no longer had time for ourselves and bags to connect in ** and the flight to ******* was longer and economy, not the United Premium we paid for, we decided this could not work. After several talks with United we ended up driving to Newark where we flew roundtrip to ****** without United Premium seats. We spent 8 hours driving, approximately $50 on tolls, $400 on hotel and parking costs, $100 on gas and $100 on meals. We wrote to United, and they said sorry, but nothing could be done until after our trip. **** ended July 16 and we wrote requesting compensation. It is August 5 & they have not written back. The Government is investigating airlines regarding compensation for breaking agreements. As seniors I believe we are entitled to a refund for our poor trip experience and ineffective customer service. Our trip cost for flights was $3,245.00. We would like our trips fully refunded or two roundtrip business class upgrades to Europe or ****** from ********************** in *********** . I look forward to their response.

  Business Response

  Date: 08/19/2022

  
  
  ******************** and *******
  
  
  I'm sorry for the inconvenience the schedule change caused you.  We try to deliver and accommodate the schedule you need.  This wasn't the experience we wanted you to have, and regret we couldn't better meet your schedule expectations and provide a comparable seat in the moment. I can understand your disappointment.
  
  In these situations, if your schedule is significantly impacted, we will offer the option to cancel the itinerary and receive a full refund or travel to a different airport.  If you opt for an alternate departure city, we're unable to offer a refund or reimbursement of pre-arranged expenses incurred, such as hotel or travel costs.  These expenses may be covered by travel insurance.  Upon request, we can issue a flight verification letter if you are submitting a claim to your insurer.  I apologize for any confusion.
  
  After looking at your reservation, I see that it shows the roundtrip tickets from ******, ** to ******, ******* were used.  Since there is no value left on the tickets, I won't be able to provide you with a refund.  While we don't provide reimbursement for the alternate transportation, I've submitted a request for our ****************** to review.  Any applicable fare difference for the change and will be credited to the original form of payment within 10 business days.  Our ****************** will reach out to you once finalized.
  
  Although I am unable to ***** your request, your satisfaction is valued and we want to invite you back for a better experience.  As an apology and to help offset your costs, I'm sending you each a $125.00 electronic travel certificate (ETC) to use toward a future United or United Express flight. The ETC will arrive via email in the next few business days.
  
  In addition, I'm adding ***** bonus miles to your MileagePlus account. They will post within the next few business days.
  
  I'll also pass along your feedback so we can continue to improve.
  
  As a Premier MileagePlus member, we thank you for choosing United and hope to see you on board again soon.
  
  
  Regards,
  
  *********************
  Customer *************** Team
  Case # ********
  

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17677695
  
  I am rejecting this response because:

  The tickets were used to fly to Ireland as the **************** Manager wrote. However we were not in the Premium seats we paid for so the value wasn't the same and therefore the experience of flying was more stressful. Also, because we had to drive to ****** ourselves the trip cost ** over $400 extra in transportation and lodging costs and over eight hours in drive time roundtrip. If the offer had been $250 credits for both of us that would have seemed reasonable on that end, and instead of ***** points they had offered an upgrade to business for both of us for one roundtrip that would have been much appreciated. These could have easily been offered to us if they truly cared about how they treated two seniors who had made plans to see their grandchildren in Europe and desperately wanted to avoid canceling the trip even the flight plans they initially sent us were extremely inconvenient for the reasons cited in the previous letter.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/31/2022

  Dear *************:
  
  United Airlines has received your message from the Better Business Bureau. BBB
  Thank you for sharing your concerns.  I am so sorry to hear there was a schedule change in June for your July travel to visit family.
  While we do our best to keep to our published scheduled, sometimes operational situations necessitate a change.  If the change does not work for the you, the option to receive a refund for a non-refundable ticket is provided. Compensation or reimbursement of additional personal expenses are not applicable in these situations since the option of a refund was possible and advance notice of the schedule change was provided.
  Understandably, you did not want to cancel your travel despite the additional challenges presented. We were happy to adjust your ticket as an even exchange to travel out of a different city.
  Our refund team has reviewed the flown ticket and you will receive a $552.00 refund ($276 per ticket) for the downgrade in seating arrangements.
  I am happy to send an additional $125 United travel voucher per person as a goodwill gesture.  While this is above our normal guidelines to do so, we are pleased to reciprocate the loyalty you have demonstrated to United over the years.
  We appreciate your understanding upgrades under any situation are no longer an option for compensation or goodwill.  We found this competes with the integrity of our MileagePlus program and have discontinued it about 8 years ago.
  Please allow up to two business days for the vouchers to arrive by email.  These vouchers can be combined now and can be used by anyone.
  Thank you for your loyalty as a MileagePlus member. We understand the value of your decision to fly with us and we will make every effort to leave a better impression when we have the privilege of serving you again. 
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

  Customer Answer

  Date: 08/31/2022

   
  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:08/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28,2020 I flew out of *********** on flight #***. As I was heading to board the plane.I was told by the worker at the gate, that there wasnt room for more carry on bags . I was told they would check my bag in for free. When arriving to *******. I spoke to the worker there and asked how do I get my Luggage? He checked his computer to find out that my luggage was tagged with the wrong name. He told me to go to customer service. When I went to customer service the lady there said I can go and get the luggage once they speak to someone in baggage. When they called they found my luggage and said I didnt have to come get it .That they were tagging it right and send it on flight #*** to ******. Once I reached ****** and looked for my bags I didnt have any. I went to customer service. I was told it was still in Houston and I will receive it that night. I never received it. On 7-29-22. I called United. I was told my luggage was sent back to *********** and it would arrive that day. I didnt receive it that day. They told me they would send a email with a voucher to transfer to my account to get more clothing which would take 1 hr to receive the email. I waited 4 hrs. I never received it. I called back and he said he would send it. I never received it. I also have medication that I have to take daily and I missed 3 days of medicine and this is a medicine I have to take daily or it will throw me off. I told them I told them I didnt have money to buy new items . I was told to borrow it. I found someone to borrow it from. Im thinking I will get the voucher to give them their money back. They told me the system was down to submit it and it will be reviewed to see if I will get a refund. One agent was laughing on the phone like it was funny. I spent 3 days back and forth on the phone and nothing was resolved. I didnt receive my luggage until Saturday night. I called again 8-3-22 and was told a supervisor would contact me in 24 I never received the call.

  Business Response

  Date: 08/18/2022

  Dear ****************:
  
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********.
  
  I'm sorry to learn your luggage was delayed on your recent trip with us, and I apologize for the inconveniences this caused. 
  
  We never want our customers to be separated from their luggage, but there are times when this occurs due to operational needs or unexpected situations. I understand the frustration on how your claim was handled and I've shared your concerns with our ****************** team so we can continue improving our procedures and services.  
  
  I'm sure it was frustrating having to purchase items since you were without your luggage. I know this wasn't how you planned and I'm sorry this happened. 
  

  While, I'd like to assist, our department doesn't handle this type of claims, I want to make sure your concerns are properly addressed and this situation corrected.
  

  Our ************************* (BRC) handles all baggage related concerns and they'll be happy to assist. You'll need to download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions and lists the items needed, so our BRC team can review your case. I recommend keeping copies of the completed claim form and receipts for your records. 
  http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx 
  

  Please contact them at the ********************************* at its 24-hour, seven-day-a-week, toll-free number (available in the U.S. and ******): 1-800-335-BAGS ***************). If you are outside of the U.S. and ******, please call **************. 
  

  As a tangible gesture of concern for your experience, I'm sending an $100.00 electronic travel certificate which will arrive via email within a few days, and it can be used on any United or United Express flight. I hope this certificate allows us an opportunity to provide you with a better travel experience.

   
  Thank you for choosing United for your travel. We look forward to a future opportunity to give you a more positive experience. 
  
  Kind regards,
   
  Leyly *****
  Customer Care Management
  Case: ********
  
  

• Initial Complaint

  Date:08/05/2022

  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 7/15/22 my wife and I were on flight **** to *** on our way to attend a family wedding in Lake Tahoe and it was also our 20 year wedding anniversary. The day turned out to be the worst travel day we have ever experienced. We got deplaned twice 1st mechanical issue and 2nd due to the crew being grounded. Due to the mechanical issues and crew issues United is responsible for we did not land in *** until 4:30 pm(PST). By the time we grabbed our bags and picked up the rental car we drove out to Lake Tahoe and arrived around midnight. We missed out on a family rehearsal dinner and planned activities at Northstar resort in Lake Tahoe. These are irreplaceable consequences and we will never have memories of that evening being we were not present. Also lost a whole day at resort our room rate at resort was $1000 per day. Being United is responsible we felt we should be refunded or properly compensated for our losses. United denied our refund request and only compensation was a $100 future travel voucher. Flights cost were well over $650 and/or 60K miles. It is not fair that after all the aggravation and financial losses experienced caused by the airline that a company of United's caliber does not make it right with long tenured customers like me and my wife.

  Business Response

  Date: 08/19/2022

  Hello BBB... please note tat we have addressed the customers concerns and will again send them any apology regarding their disappointment with our handling of this matter. Please note each customer was provided travel vouchers as goodwill, but we have respectfully declined reimbursement of pre paid fees at their final destination. Thanks *** CCP 165825815343736 

   

   

  I'm sorry that the compensation we offered didn't meet your expectations.
  
  While we won't be able to honor your request for further compensation, please know that I shared your feedback with the appropriate teams.
  
  
  We show a refund request for the economy plus seat was submitted.
  
  
  Unfortunately, we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience or loss of time. Our airport agents will provide amenities for an overnight stay when the flight delay or cancellation is within United's control.
  
  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

• Initial Complaint

  Date:08/05/2022

  Type:Order 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 overbooked about 200+ people and then canceled our flights without accommodations. Most of us were stuck in the airport for 12+ hours BEFORE cancelation. And then theyre trying to make us wait 48 hours because there arent any flights. 3 separate customer service representatives hung up on me despite my patience

  Business Response

  Date: 08/19/2022

  Hi Chole,

  I'm sorry the weather interrupted your travel plans. We value your time and can definitely understand your disappointment since your flight was delayed.
  
  I'm sending you an $100 electronic travel certificate (ETC), which will arrive via email in a few business days. It can be used on any United or United Express flight, and if the ETC is redeemed before expiring (one year from the original date of issue), you can travel beyond the expiration date.
  
  Your safety is our top priority when working with air traffic control during these conditions. We intend to reference your feedback when putting better recovery practices into place.
  
  Thank you for reaching out to us, and we welcome the opportunity to provide the service you deserve on your next flight with us.

  Kind regards

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

  Customer Care Management

  UA ********

   

• Initial Complaint

  Date:08/05/2022

  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.

  Misleading advertise about switching Basic Economy Fare to United Economy for $49.50. I purchased a Basic Economy Fare ticket (confirmation JHY1W5). However, after purchase, I was misled by the advertisement that says switching the Basic Economy fare to United Economy for $49.50.The ad says 'This option can change or cancel your flight without paying a change fee', which I thought was paying a price difference to get the United Economy, and if the ticket is then canceled, I can get back the original cost of the ticket and also the $49.50 price difference.However it is actually not the case. I actually did NOT need to swtich to United Economy had I knew the $49.50 was not the price difference but was actually a non-refundable FEE. United needs to make it clear in the ad saying it is non-refundable!I have submitted a request to ask for the refund.Item name: SWITCH BASIC FARE TO UNITED ECONOMYDocument or ticket number: 0169996532067Tracking number: ******** Please refund this $49.50 !

  Business Response

  Date: 08/19/2022

  Dear **********,
  
  We received your letter from the Better Business Bureau regarding your recent experience with us.  I am sorry to learn any possible misunderstanding you may have received regarding our Basic Economy Fares.  When purchasing Basic Economy tickets,guidelines of this ticket are advised at the time of selecting your flights and again when purchasing your ticket(s). Economy Plus seats and advance seat selection are restricted with this ticket. We understand some additional conditions are different when purchasing Basic Economy fares;however, service options such as dining, Wi-Fi and inflight entertainment are the same as standard Economy fares. Basic Economy may not work for everyone.  The buy-up offer prices on our Basic Economy may differ, depending on your destination.  With the Buy-Up offer program, it allows changes to your Basic Economy Plus tickets, as well advance seat selections.  When selecting the buy-up, the Terms and Conditions are advised during the selection and again during the payment process.
  
  As an exception to our ticket policy, I can:
  
  OR
  Send you an Electronic Travel Certificate ($100) in lieu of your refund request.  This certificate can be used towards the purchase of a new ticket for travel on United Airlines.
  
  
  Please let me know your decision regarding the options I provided you.  Also should you have any questions and/or need assistance with your future tickets,please contact our *********************** at **************.  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 - ********

• Initial Complaint

  Date:08/04/2022

  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, I booked my tickets using their website on July 19 but refreshing the page defaulted to a different date. Within 24 hours I called United Airlines to fix my tickets. The customer service rep said he would send an updated itinerary. I just found out today that they booked my tickets from September ***** without sending me any confirmation. This was an internal error, if I had known they made an internal error I would have cancelled my flights and booked with a different airlines. I had to get my tickets fixed on 8/04/2022 costing me an additional $758.52. There is no way i would tell them September dates as I had booked hotel for my stay on the same date I booked the original tickets. I spent a litter under 2 hours speaking with them without any resolution. I should not be penalized for a break in their internal process. I would like a refund.

  Business Response

  Date: 08/18/2022

  Dear ****************:
   
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********
  
  I'm sorry to hear of your experience while booking your tickets in reservation number: BE0V5L. 
  
  I'm sorry for any confusion when you booked the incorrect dates; however, I've verified with our web support team, and they have advised that when you refresh our web page the dates you selected will not be changed. Also, I'm unable to verify what fare was available at the time of your booking.  When booking a ticket customers must verify their itinerary either via the app/website, our Reservations team or the email receipt. We appreciate your request however, we're unable to provide reimbursement. I'm sorry for your disappointment. 
  
  I want to make things better for you. I'm sending each of you an $150.00 electronic travel certificate (ETC) to help make amends, and you'll receive it in a separate email within the next few business days. It can be used toward the purchase of United and United Express flights, and expires December 31, 2023. If the ETC is redeemed before expiring, you can travel beyond the expiration date.
   
  We want to be your airline of choice, and our efforts to improve our service are ongoing. Feedback like yours helps us focus our attention where it's needed most. I appreciate you taking the time to share this with us. 
  
  Thank you for your loyalty as a MileagePlus member and we hope to provide you with a better experience on your next trip. 
  
  Kind regards,
   
  Leyly *****
  Customer Care Management
  Case: ********

• Initial Complaint

  Date:08/04/2022

  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.

  Hello, I changed a flight on 3/25 from (*********** to *******) to (********* to *******) through the united website. My itinerary was updated on the United app/website to reflect the new flight from ********* To ******* and I was given a seat assigned. My confirmation number was L1W9WR. I was deeply distressed to find out hours from my departure that I could not check in to my flight and that I was not ticketed even though my itinerary was updated. When I spoke to United front desk at ***************** I was told I had to pay $1,085.00 to get on the flight. I found this entire process misleading and ambiguous and possibly deceptive. I had changed my flight and I expected the updated itinerary with confirmation number to reflect that I was able to board the flight. Had I known, this was not the case and I still had to pay, I would have done it much sooner (back in March) when prices for flights were much cheaper. United should have done more to convey to me that I still needed to pay for a ticket for the changed flight weeks prior to the departure. I am requesting a refund for the exorbitant price I had to pay at the last minute to get on the flight. Considering the cost of the flight change would have been no more than $200.00 if I had paid on 3/25 as opposed to $1,085.00 that I paid on the day of the flight (5/11) I am requesting a refund of at least $885.00. I had filed a claim for refund through United and my claim was denied.Thank you.

  Business Response

  Date: 08/18/2022

  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 any confusion regarding the reissue of your ticket in reservation number: L1W9WR.
  
  In verifying our record, it shows your original ticket was purchased on March 10th, and your original itinerary was from *********** to ******* on May 14, returning from ******* to *********** on May 23rd.  The fare you paid was $242.20.
  
  Then on March 25th, you selected new flights, from ********* to ******* on May 14th and return flight from ******* to *********** on May 23rd. However, there is no record that you completed the ticket exchange process. There was not a new fare quote filed for the new itinerary, either an additional collection or refund for the difference in fares.  Also, after completing the ticket exchange, a confirmation email receipt will be sent to the customer with the details for the new itinerary and the new fare applicable.  In this case, there was not a new fare quote or a confirmation email sent to your email address.
  
  When changing a ticket customers must process the exchange to completion, either via the app/website or over the phone with our ************************  We appreciate your request however, we're unable to provide compensation or reimbursement due to a customer not completing a ticket exchange with our self-serve options via the website. Merely changing the itinerary doesn't complete the process to exchange a ticket. I'm sorry for your disappointment.
  
  We want to be your airline of choice, and our efforts to improve our service are ongoing. Feedback like yours helps us focus our attention where it's needed most. I appreciate you taking the time to share this with us.
  
  Thank you for your loyalty as a MileagePlus Premier Silver and we hope to provide you with a better experience on your next trip.
  
  Kind regards,
  
  Leyly *****
  Customer Care Management
  Case: ********
  

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a flight ticket with United airlines to travel back to ******** from ******, ******. I arrived at the airport to realize my ticket date was wrong so I go and pay extra to modify my ticket. I get to the counter to retrieve my boarding pass to be told that I cannot receive one because I am not Covid vaccinated. When the law in both the ** and ****** has been update. And on top of it I am a US citizen traveling back to the **. After being refused a boarding pass it takes the agents almost 1 hour to find out that they were wrong and I was right. During this time I miss my flight and am forced to stay in ****** another day and wait for tomorrows flight. Missing plans and missing work. I filed a complaint with United asking for a refund for the modification amount due to the fact that I wasnt able to fly on the day I paid for. After waiting over a month for a response I am now being told that it was my fault and that I shouldve arrived even earlier to the airport to anticipate something happening. How am I suppose to know that the agents would be ignorant to the laws? I need to speak to a higher authority regarding this problem and every United airlines representative is not helping. Please help!

  Business Response

  Date: 08/18/2022

  Dear ****************,
  
  United Airlines has received your message from the Better Business Bureau. We welcome the opportunity to respond.
  
  BBB - 17671629
  
  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,
  
  *******
  UA
  Customer ***************
  Case ********
  
  
  
  

• Initial Complaint

  Date:08/04/2022

  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!!! this is very upsetting. This reservation was made and I contacted customer service on 03/07/22 and spoke to an agent name ***** for a refund because not only one of the passengers Sendy menos could not make it due to her contracting COVID-19 and also the ticket was made more than a week before and based on your policy it states "Basic Economy tickets are not eligible for changes, but are eligible for a full refund inside 24 hours of booking as long as you completed your purchase one week or more before the original scheduled departure flight". Your customer service agent told me i was qualified for a full refund however he could not process and i had to go online and fill out the refund request form. So I went online and filled out the form we are now in August and i still did not get any response or any emails about my refund.!!! The ticket number is ************* and the confirmation number is E2KRX3. The other passenger did take the trip and used her airfare however she was not too happy about the service she received at the airport counter. your agents in honduras were not so pleasant and happy and really need customer service training. it seems like they just wanted to rush the process and not answer any question. this is an airfare we paid almost $600 each for so the customer service is expected to be at least nice and helpful!!!!

  Business Response

  Date: 08/18/2022

  Dear Ms. ************************************ has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********.
  
  I'm so sorry to hear about ******************** was unable to travel due to illness and hope for a full recovery. We appreciate your patience while I took a closer look at her ticket in reservation number OKYY56. 
  
  I've verified our record, and it shows that her itinerary was cancelled on March 11th and her ticket was divided out and the new reservation number is OKYY56. The original date of purchase for her ticket was February 26th; therefore, the 24 hr. risk free refund policy will not apply in this case.  
  
  We understand and acknowledge your disappointed with our non-refundable ticket policy and offer our true regrets for the negative impression that's been created.  Please know when faced with the Coronavirus pandemic, United Airlines weighed all options to determine a ticket policy that gave consideration to both our customers and our company. As this situation is really out of everyone's control, we wanted to ensure that those customers who may need to alter or cancel upcoming travel plans were afforded the flexibility to do so.
  
  I'd like to help as much, her ticket may be eligible for a refund. When you have a moment, please go to united.com/refunds and select E-Ticket from the drop-down menu. You'll then need to fill out the ticket information and provide a doctor's note that contains the physician's official letterhead.
   
  Once our team receives all the documentation, we will review it and let you know what we can do.
  

  Furthermore, I'm sorry to hear about her interaction with our agents in ********.  
   
  We expect every member of our team to provide professional service, and regret that we've fallen short. I will share your experience with our internal teams so they can follow up and review this with the employees involved. 
  I hope she will not rely solely on this incident when forming your opinion of our overall service. The event you described is not reflective of the level of service we usually offer. 
   
  We appreciate your MileagePlus loyalty and look forward to a future opportunity to give you a more positive travel experience. 
  
  Kind regards,
   
  Leyly *****
  Corporate Customer Care
  Case: ********
  
    
  
  

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17671233
  
  I am rejecting this response because are you asking me to send the covid test results? she went to take the test at a covid testing site. she did not go to a hospital to take the test!!! i can send you a copy of her results that has the lab information and all!!! :
  
  Sincerely,
  
  ********************

  Business Response

  Date: 08/29/2022

  Dear Ms. ************************ latest correspondence with the Better Business Bureau has been forwarded to my attention for review. 
   
  I recognize that you still have unresolved concerns and I am sorry that this is the case.
  
  After carefully reviewing your request, based on the fare rules of the ticket purchased, the tickets is non-refundable and we're unable to offer a cash refund. Please know when faced with the Coronavirus pandemic, United Airlines weighed all options to determine a ticket policy that gave consideration to both our customers and our company. As this situation is really out of everyone's control, we wanted to ensure that those customers who may need to alter or cancel upcoming travel plans were afforded the flexibility to do so. 
  
  Even though this may be a different outcome than you hoped for, there are still options available for her ticket: 
  
  She can each retain a credit for the unused value of the ticket to be used towards any United or partner travel.  She would need to book her new flight(s) and travel must begin on or prior February 26, 2023. Once travel begins, travel must be completed within 12 months of the outbound travel date.  There may be a fare difference at the time the ticket is exchanged. 
  

  Or, she can receive a refund for unused value of her ticket into an electronic travel certificate.  She, or anyone you choose, can redeem the travel certificate by the expiration date is December 31, 2023, on any United or United Express flights worldwide, as well as up to an additional 11 months to travel. Please let me know if you would prefer this option and I'll be glad to expedite it.  
  

  We appreciate you choosing United for your travel and look forward to welcoming you on board a future flight soon.
  
  Kind regards,
   
  Leyly *****
  Customer Care
  Case: ********
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  Book a flight to ******* for my ********************* and myself on one reservation IPKD57 and my husband *********************** was on another reservation FSJXZZ due us not being able to be added to his previously change flight (ft *****) changed to *******. When I booked these reservations on July 8, 2022 I upgrade preferred zone seating $26 each way =$52 for ****** and $17 for myself and **** each way =$ 68. I then July 8, 2022 in the afternoon I upgraded all of our seats to premium cabin (First class) this was done on the telephone with a united rep. I was told all of our first class tickets were $239 from *** to *** and $199 from *** to newark.when I received the receipt after my payment over the telephone by I was charged for my husband $396 instead of $239 from *** to ***. That the rep. ******* I call united numerous time and was told I would receive the difference since this was a mistake in 14 days.I never receive my refund of the difference $157. I call united back 4 days before our departure and was told a note will be added to your account, you have to call back to process the refund after the flight. I called back united August 1, 2022 and the rep. had no idea on what I was talking about. I also did not receive my refund back for my preferred seats I purchase when I upgraded to first class( premium). I received numerous email from united saying my refunds was processed for upgrading from preferred to premium but no refund was received. ( $120). Can I please get my refund for the difference in our first class premium seat $157 and the refund for preferred seats cancel due to upgrading to first class premium $120

  Business Response

  Date: 08/18/2022

  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 any confusion and miscommunication regarding the upgrade fee amount for your husband's ticket in confirmation number FSJXZZ.
  
  I've verified our record, and it shows that the premium cabin upgrade offer for $239.00 that you and your nephew received in reservation number: IPKD57 was available at 01:39 Zulu time when you booked the upgrade in "D" class. Then at 01:40 Zulu time when they grabbed a first class seat for your husband's ticket, the only upgrade offer available was for $396.00 in "D" class; which is a higher booking class in the First Class cabin.  At the time of his booking the $239.00 upgrade fee was no longer available. 
  
  Nonetheless, as a customer service gesture and one-time exception, I've authorized a refund for $157.00 back to the original form of payment. 
  
  Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is ********. If you'd like an update during that time, you can visit: https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx
   
  I've also verified the other charges for the preferred seats (PZA seating), our record shows that all these transactions were voided. Since United didn't collect those charges we're unable to process a refund. Please contact your credit card company to dispute the charges if they're showing as a charge on your credit card.  
  

  I've also shared your feedback with the appropriate teams so we can continue to improve our communication and procedures and provide the customer experience your expect. Once again, I'm sorry for any inconvenience.
  

  On behalf of United, we hope you'll give us the opportunity to provide you with a better experience on your next flight.
  

  Kind regards,
   
  Leyly *****
  Customer Care Management
  Case: ********