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

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  United Airlines

  3901 Mokulele Loop, #23 Lihue, HI 96766

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  United Airlines @ Hartsfield

  6735 Polo Dr Cumming, GA 30040-5722

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  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

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:06/25/2025

  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 05/28/2025 I requested a refund for a delayed flight credit for 06/2024. I contacted the airline about it and they email me the website to submit the request, which I did. I received a confirmation with the information to follow up on the request. 2 weeks after I checked, website and the status was request still pending and I should her from them in one more week. Today, I contacted them since, I tried the refund website and it says no information found with my track number or account number. The operater told me I was not elegible fir a refund because my fligh was not delay for over 3 hrs. My refund amount is $438.23. I need to travel due to my father cancer surgery and was counting on this money, due to hardship. Without this refund I won't be able to afford to buy the ticked to be with my father.

  Business Response

  Date: 06/26/2025

  Hi Cinthia,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # 23516738 against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.
   
  Thank you for reaching out and for your patience as we reviewed your refund request. We are truly sorry to hear about your father's health condition, and we understand how important it is for you to be with him during this difficult time. Our thoughts are with you and your family.
  
  Regarding your request for a refund in the amount of $438.23, we've carefully reviewed the details of your itinerary and the ticket purchased. While it is true that your flight had a minor delay, it won't cause a misconnection. One of the reasons is that the fare was priced based on travel from your departure city to your final destination. Since the first segment of your journey was successfully flown, the full value of the ticket was considered used. For this reason, we are unable to issue a refund to your original form of payment.
  
  We understand this may be disappointing, especially under your current circumstances. While our refund policies are based on the fare rules and the portion of the trip completed, we always want to support our customers as best we can during times of hardship.
  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: 175096786287319

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23516738
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Cinthia Balladares

• Initial Complaint

  Date:06/24/2025

  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 submitting this complaint against united it has caused me significant inconvenience and financial loss.On December 5, 2024, I traveled on an international itinerary beginning with United Airlines Flight UA1705 from *********** (MSP) to ******* ***** (ORD). I then connected with Ethiopian Airlines (ET575 and ET372) to reach my final destination, ******** (HGA). Upon arrival, I discovered that a valuable iteman iPhone 15 Pro Max 256GB (Blue), valued at $962.99was missing from my baggage.I immediately reported the incident and completed the Customer Property Claim Form, submitting all requested supporting documents, including:The original invoice for the iPhone Ticket and baggage claim receipts A copy of my government-issued ID Full itinerary and flight details I submitted this documentation to United Airlines via email and also attempted direct communication with Ethiopian Airlines, per Uniteds instructions. Unfortunately, Ethiopian Airlines has not responded to multiple inquiries, and United Airlines has failed to resolve the matter despite being the initial carrier responsible under international air travel conventions.I followed up on June 24, 2025, requesting United Airlines to engage with Ethiopian Airlines to resolve this under the Montreal Convention and IATA Resolution 780, which hold the first carrier responsible for such claims. However, to date, the matter remains unresolved, and I have not received any compensation or further support from United.Desired Outcome:Full reimbursement of $962.99 for the missing iPhone;Why Im Contacting the BBB:This situation has been ongoing for over six months. Despite my full cooperation and submission of evidence, United Airlines has neither coordinated effectively with its partner airline nor fulfilled its responsibility as the originating carrier. I am turning to the Better Business Bureau to help hold United Airlines accountable and assist in achieving a fair and timely resolution.

  Business Response

  Date: 06/26/2025

  Dear Mr. **************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry for your unpleasant experience and regret to learn your phone was missing when you traveled with our Star Alliance Partner (Ethiopian Airlines) on December 6th,2024.  (ET372 06DEC24 ADD-HGA).  From the events and behaviors you described,I regret you did not receive the level of service you have come to expect when traveling with partner.Our goal at United is to provide our guests and their belongings with safe and reliable service.
  
  Please understand, it is the last operating carrier that youve traveled, that is responsible for ensuring your checked bags and belongings arrive at your destination.  As your ticket reflects, Ethiopian Airlines (ET372 6DEC24 ADD to HGA) was the last operating carrier you traveled on.  Therefore Ethiopian Airlines has a legal responsibility to address your concerns and claims regarding your lost item.
  
  While we would have preferred it to be under better circumstances, we appreciate you for sharing your feedback about recent experience with United; and we sincerely apologize for the inconvenience that was caused to you. As a MileagePlus member your business is very important to us.  I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your loyalty and business.
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID ***************
  BBB COMPLAINT # ********
  
  ***********************************
  CONFIRMATION NUMBER:  M47PSD
  NAME ON TICKET:  YUSUF * ABDIHAFID ****** HASSAN 
  TICKET NUMBER:  ************** * 07171957319844
  TICKET ISSUED BY:  ETHIOPIAN AIRLINES
  TICKET ISSUE DATE:  1DEC24
  
  ETICKET: 
  UA1705   05DEC24   MSP-ORD   (OPERATED BY:  UNITED AIRLINES)
  ET  575   05DEC24   ORD-ADD   (OPERATED BY:  ETHIOPIAN AIRLINES)
  ET  372   06DEC24   ADD-HGA   (OPERATED BY:  ETHIOPIAN AIRLINES)
  ET  375   24JAN25   HGA-ADD   (OPERATED BY:  ETHIOPIAN AIRLINES)
  ET  574   24JAN25   ADD-ORD   (OPERATED BY:  ETHIOPIAN AIRLINES)
  UA2728   25JAN25   ORD-MSP  (OPERATED BY:  UNITED AIRLINES)
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23515236
  
  I am rejecting this response because:
  Subject: Ongoing Issue Regarding Lost Item Urgent Assistance Required
  
  
  Dear United Airlines Customer Relations,
  
  
  Thank you for your response to my Better Business Bureau complaint regarding the unfortunate incident involving my missing phone during my travel on December 6th, 2024, with your Star Alliance partner, Ethiopian Airlines (Flight ET372 ADD-HGA).
  
  
  I want to express my appreciation for your acknowledgment of the issue. However, I must emphasize that I have been trying for months to resolve this matter directly with Ethiopian Airlines. Unfortunately, my efforts have been met with inconsistent and unhelpful responses. At times, Ethiopian Airlines directs me back to United Airlines, stating that United was the ticketing airline and therefore responsible. Other times, they completely ignore my follow-up communications.
  
  
  This back-and-forth between both airlines is frustrating and has led to a complete lack of accountability. Meanwhile, the issue remains unresolved, and my personal property is still missing.
  
  
  As a loyal United Airline , I kindly urge you to take ownership of this situation and assist in coordinating directly with your ************* partner to resolve the issue as soon as possible. I have exhausted my efforts and need your support in ensuring that my claim is properly addressed.
  
  
  Thank you for your attention to this matter. I hope to see a resolution soon.
  
  
  
  Sincerely,
  
  Abdihafid *****

  Business Response

  Date: 07/03/2025

  Dear Mr. **************** glad to receive your reply and appreciate having another opportunity to address your concerns and request.  I am very sorry to learn you have been unsuccessful with our Star Alliance (Ethiopian Airlines)in regards to locating your missing phone.  From the feedback you provided, there may be some possible misunderstanding from Ethiopian Airlines regarding your concerns and request.  Because your tickets were issued from United Airlines (for travel on Ethiopian Airlines), they are referring you back to United for us to handle your case. As previously advised, it is the last operating carrier that youve traveled on, that is responsible for ensuring your checked bags and belongings arrive at your destination.  As your ticket again reflects, Ethiopian Airlines (ET372 6DEC24 ADD to HGA) was the last operating carrier you traveled on.  Therefore again, Ethiopian Airlines has a legal responsibility to address your concerns and claims regarding your lost item.
  
  For Ethiopian Airlines to have a better understanding regarding request, we (United Airlines) suggest that you provide them a copy of your boarding pass that reflects the final leg of your trip (ET372 6DEC24 ADD to HGA).  Again, United Airlines is unable to reimburse lost property when traveling on other airlines.
  
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 34378335
  BBB COMPLAINT # ********
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23515236
  I am rejecting this response because:Subject: Re: Lost Phone Case Request for Resolution Dear   
  Thank you for your response and for taking the time to address my concerns.While I appreciate your explanation, I respectfully disagree with United Airlines position on this matter. My ticket and entire itinerary were booked through United Airlines, and as such, my expectation of accountability and assistance rightfully begins with the issuing carrierUnited.
  I have already contacted Ethiopian Airlines multiple times, provided all requested documentation (including my boarding pass for ET372 on December 6, 2024), and followed up without resolution. Ethiopian Airlines continues to refer me back to United, stating that the booking and responsibility lie with the ticketing airline. This ongoing loop has left me without proper recourse or support, despite acting in good faith.
  Given these circumstances, I am requesting that United Airlines take a more active role in resolving this matterwhether by intervening directly with Ethiopian Airlines or by taking ownership of the claim as the ticketing airline. Passing the responsibility without facilitating a solution is not acceptable, especially when it results in the customer being caught between two carriers.
  Please reconsider your position, and let me know the next steps for moving toward a fair and final resolution of this issue.

  Sincerely,
  Abdihafid Yusuf
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/24/2025

  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 June 6th I had a flight scheduled and it was delayed 3 times until I was no longer going to make my connecting flight. They offered me nothing as compensation because it was "due to weather". They weather was fine, other flights were on time. The only alternative flight they offered me was for the next night and it involved an extra 12+ hours of travel time and waiting around in airports. I accepted and went to retrieve my checked luggage. I waited over 3 hours to get my luggage back. That whole first night with the taxis to the airport, the waiting for the flight which got delayed, and waiting to retrieve my luggage, it was around 12 hours for nothing. When I reached out to ask for compensation for this, they offered me a voucher for $75 off another trip with untied. I declined because I have no intention of flying with united again. The first flight I took the following night was with Avianca and it was a long flight to ****** where we weren't even given any water, much less a meal. They also refused to help me recover my book which I left at my seat and remembered as soon as I got off the plane. Throughout the 30 something hour commute, there was no entertainment on any of the flights and only one meal on the final flight. The first night, I had to pay for taxis to the airport and back and I didn't even fly.

  Business Response

  Date: 06/26/2025

  Dear Mr. ********************* glad to receive another feedback from you.  I am sorry to learn your continued disappointment regarding your flight disruption when you were scheduled to travel with us on June 6th, 2025. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.
  
  We have reviewed your case again,and respectfully I regret your request to receive additional compensation has been declined.  As previously advised,United does not provide reimbursement and/or compensation when flights have been affected by Extreme Weather conditions, Air Traffic Control, or Uncontrollable Events.  Your flight disruption (UA3466 06JUN25 YYZ-IAD) was affected by severe weather conditions.  However we did realize your experience was disappointing and provided you with an Electronic Travel Certificate ($75.00) as a gesture of goodwill. 
  
  In regards to your personal item (book) that was left on-board our flight, when personal items are found on-board our flights and/or at our facilities, the item is sent to our warehouse in ************************************* will make attempts to locate its owner. If you have not received any information and/or status regarding your lost claim,please contact our ************************* at **************.
  
  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill certificate ($75.00) previously offered is tangible expression of our regret over what transpired when you traveled with us, and our gratitude for your interest in United Airlines.  We have concluded your flight experience on June 6th, 2025 and will not respond to additional request for compensation. We would like to move forward with our business relationship with you and ask that you please give us another opportunity to regain your trust. Should you wish to share a different travel-related experience, please visit us at *********************************************************************.
  
  As ************* representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. While ********************** may be unable to meet your specific expectations, please know that we do appreciate your continued loyalty. We look forward to welcoming you on board again soon.
  
  
  Regards,
  
  ***** ********
  ************* Management
  **********************
  Case ID *************** / 34201060
  BBB COMPLAINT # ********
  
  ************************
  
  6/11/2025 8:42:15 AM -
  Hi Tannerharold,
  I apologize for the frustrating experience you encountered during your recent trip with United Airlines. The delays, missed connection, and extended wait time for your luggage must have been incredibly inconvenient and disappointing,especially considering the impact on your vacation plans. I regret that your travel day was so negatively affected by these issues.
  We genuinely appreciate you taking the time to share your feedback about your experience. Your comments are valuable to us as we continuously strive to improve our service and provide a best-in-class experience for all our passengers. I have forwarded your baggage concern to our baggage resolution center for a better solution as it's their expertise to handle all baggage-related concerns. If you have any additional questions or concerns,please contact our ************************* at **************. 
  I researched the details of the flight and because the flight UA3466 The taxi is experiencing an uncontrollable delay, it is not eligible for compensation.However,  Your satisfaction is important to us, so to help you, we've decided to make a one-time exception to our policy and would like to make things right by sending you a $75 electronic travel certificate as a goodwill gesture, which is the maximum cash allowance permitted for compensation. You can use this certificate toward the purchase of your next United or United Express flight, and it will arrive via email in the next few business days.
  Thank you for choosing to fly with United Airlines. We understand that you have many options when it comes to air travel, and we hope to have the opportunity to welcome you on board another United flight in the future. We are committed to making every effort to ensure your next experience with us exceeds your expectations.
  Regards,
  Nisha
  *************
  Case ID: ***************

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23514374
  
  I am rejecting this response because:

  If this is what you consider a resolution, then I wont be flying with united again, which means your voucher is not worth the paper its printed on.

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

  Business Response

  Date: 07/01/2025

  Dear Mr. **************** I'm very sorry we're unable to reach an agreement to resolve this issue. While we wont be able to honor your request, please know that we truly value your feedback. Your comments are incredibly important to us as we continuously work to improve everyones travel experience.
  
  With your feedback in mind, we'll make every effort to leave a better impression the next time you fly with us. I understand and greatly appreciate the loyalty youve shown us, and hope our team gets the opportunity to welcome you on board another United flight very soon.
  
  Regards,
  
  ***** ********
  ************* Management
  **********************
  Case ID: *************** / 34318966
  BBB COMPLAINT # ********

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23514374
  
  I am rejecting this response because:

  How can you claim to value my feedback when you clearly arent even listening to it? I told you I wont be flying with united again and you respond with empty promises about a hypothetical experience the next time I fly with united. Thats not how business transactions work. Your opportunity to meet my expectations was in my previous experience and you failed. Your opportunity to make it right is in this transaction, and its clearly not a priority for you, so no, there will not be a next time. Surely you cant find some corporate-speak way to acknowledge that.

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

• Initial Complaint

  Date:06/24/2025

  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.

  May 30, 2025 $172.57 Flight from ******, ** to *******, ** to **********, ** On June 18, 2025 I was due to take the flight above. However I woke up to a text message that the staff at United airline didn't get enough rest so my flight that should leave at 9:45 am and get to ******* at by 11:00 am would now be delayed and leave ****** at 11:05 am. That flight would not cause me to miss my connection flight. United then re-routed me to *******. They boarded us and sat for 45 mins. Which then made me miss my next connecting flight after telling us the plane was waiting for us. They then delayed me to 5:55 pm, 6:25 pm, 8:35pm, 9:07 pm, 9:29 pm, 10:10 pm. I asked to be put on a partner flight with American. All **** told me no. So i booked a flight with American and paid $267 for that flight. I'm requesting a full refund. They tried to refund me $60.90 in which after the anxiety and stress and speaking to 15 ****, this is insane. Please request that United refund me the full amount for my flights.

  Business Response

  Date: 06/26/2025

  Hi Lakeisha,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #23512925 against us regarding your flight experience and refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was the experience. We will use this information to get better.
  
  We sincerely apologize for the disruptions and inconvenience you experienced during your travel.
  
  We understand how frustrating and stressful it must have been to wake up to a last-minute delay notification, face rerouting, multiple delays, missed connections, and the need to purchase a separate ticket out of pocket. It’s deeply regrettable that despite your efforts to resolve the issue through our customer service team, a satisfactory solution wasn’t reached at the time.
  
  I researched the details of the flight, and because the flight UA2675 from Dallas Fort Worth to Houston and UA1634 from Dallas Fort Worth to Chicago were delayed due to crew availability and weather re-routes, I'm going to send you an electronic travel certificate. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.
  
  Additionally, after reviewing your reservation, we see that the original flight was partially used. Per our refund policy, we're unable to issue a full refund for itineraries where a portion of the travel was completed. We understand this policy may feel inadequate given the circumstances, and we truly regret the anxiety and disruption this caused.
  
  Your request is completely understandable, given the impact on your travel plans. However, we regret to inform you that we are unable to offer a refund or reimbursement for the ticket purchased with another airline, as it falls outside of our policy. Please note that our reimbursement policy only covers expenses related to hotel, meals, and ground transportation. Thank you for your understanding in this matter.
  
  While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.
  
  We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: 175089466800649

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23512925
  
  
  
  I am rejecting this response because this is not sufficient as I never intent to take another United flight so I will never get to use the travel credit.  Instead of the credit they could have reimbursed me my money giving my money back would have come at a lesser charge.  Please request that they take the travel voucher back and give me my money.  I have no use for this voucher. 
  
  
  
  Sincerely,
  
  
  
  Lakeisha Barker

  Business Response

  Date: 06/30/2025

  Hi LaKeisha,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23512925 against us regarding your request for a reimbursement. I appreciate the opportunity to respond to your concerns.
  
  Thank you for your response. I understand and respect your concerns, and I'm truly sorry that your recent experience with us has left you feeling this way.
  
  We sincerely regret that you no longer wish to travel with United, and I understand your frustration in receiving a travel credit you don't intend to use. While we are committed to doing what we can to make things right, I do want to be transparent: per United's current policy, we are unfortunately unable to convert issued travel credits into a monetary refund or reimbursements for tickets purchased on other airlines.
  
  Your certificate is still valid for one year from the date of issuance, and we are unable to take it back once it has been issued. It can be redeemed on united.com for the purchase of your next United and United Express flights. Although it is non-transferable, you can use it to purchase travel for someone else if you have the certificate and PIN number.
  
  We recognize that this may not be the resolution you were hoping for, and I truly wish we had more flexibility in this situation.
  
  Thank you for choosing United. We hope you'll give us the opportunity to provide you with a more positive experience in the future.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: 175129719841754

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23512925
  
  
  
  I am rejecting this response because I would never put a human that I love and care for on a United aircraft.  After this experience and a few others I deem this as a very unstable and non-dependable airline.  I have spent countless hours trying to gain proper resolve for this situation and I see that just wont happen.  I don't understand why you would believe someone would continue to inflict this type of stress and anxiety on themselves.  I have truly learned my lesson and had to spend additional monies with the airline you partner with simply because your staff didn't want to take the moment to switch me to American flight while watching me in extreme distress, crying and shaking.  These errors were not due to me making changes nor showing up to the airport late.  These issues started with your staff not getting adequate rest due to your airlines senseless delays and everything snowballed from there.  So to use the excuse that I used half of the reservation is very unprofessional and full of audacity.  When you all delayed out of Dallas for no reason and made me miss yet another connecting flight.  Not to mention we didn't know we would be delayed until after they boarded on the plane and closed the doors.  We sat at the gate on the place for over an hour.  Insane..... So clearly I was not in control of the first half of the flight being used.  I had no choice because they wouldn't let us off the plane to make alternative plans.  
  
  
  
  Sincerely,
  
  
  
  Lakeisha Barker

• Initial Complaint

  Date:06/24/2025

  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.

  1) United Airline flight CC1J91 from ***********, ** to ******, ** connecting flight ******, ** to **************, ** on May 24 scheduled to arrive at 3:00 PM 2) Passengers: ******* and ********************* 3) Landing in ****** delayed approximately 30 minutes due to weather and connecting flight to ************** was not delayed long enough to board.4) The next available flight from ****** to ************** was Tuesday May 27.5) We changed our connecting flight to ************ which was also delayed 3 separate times.6) At 9:30 PM (car rental closed at 10:00), we rented a car as last resort to drive to our destination.7) I have contacted United Airlines customer service to have them assist with getting a refund for service not provided, only to be directed to their website.8) The United Airlines website was useless as we were unable to file for a refund because the connecting flight information needed is not appearing, possibly due to the fact that it was changed from **************, ** to ********, ** because of the inconvenience we found ourselves in at the time.9) We need a representative from United Airlines to assist us with our refund along with a formal apology for the complete lack of customer service and courtesy required to fix this injustice...

  Business Response

  Date: 06/25/2025

  Hi Clayton,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # 23511882 against us regarding your request for a refund and reimbursement. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the significant inconvenience and frustration you experienced during your journey from Minneapolis to Grand Junction, and we truly regret that our service did not meet your expectations.
  
  We understand how stressful it must have been to miss your connecting flight in Denver due to a weather-related delay and then face limited rebooking options, including a next available flight not departing until May 27. Having to rent a car late in the evening due to time constraints added further difficulty, and we empathize with how this impacted your travel plans.
  
  We're especially sorry that your attempts to obtain assistance through our website and customer service channels were not successful. This is not the level of care we strive to deliver, particularly when customers are in need of timely support during irregular operations.
  
  I researched the details of the flight, and because the flight was delayed due to Air Traffic Control issues, it is not eligible for compensation and reimbursement. However, we understand how inconvenienced you were, so I will send you an electronic travel certificate as a goodwill gesture. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.
  
  On the other hand, I've created a refund request for your unused tickets. The file has been sent to our Refunds Department for their review, and they will contact you directly as soon as possible. Your processing time usually takes 7-14 business days, and your request numbers are 47211167 and 47211169.
  
  We appreciate you as a customer, and we hope your next journey with us will be more enjoyable.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: 175088086127048

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23511882
  
  
  
  I am rejecting this response because: The service paid for was not provided and we expect a full refund for both myself and my wife for the tickets from Denver to grand junction.
  
  
  
  Sincerely,
  
  
  
  Clayton And Maryjo Kahl

  Business Response

  Date: 06/30/2025

  Hi Clayton,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23511882 against us regarding your request for a full refund. I appreciate the opportunity to respond to your concerns.
  
  Thank you for following up with us. I completely understand your frustration and your request for a full refund, especially considering the circumstances that prevented you and your wife from using your tickets from Denver.
  
  Please know that we are committed to reviewing your case thoroughly. However, I do want to clarify that, per United’s policy, our Refunds Department is only able to process a refund based on the unused portion of your ticket. Our system determines the exact value of the refund and calculates it according to the fare rules associated with your original booking.
  
  We’ve submitted a request to our Refunds Department to review both of your tickets, and once the calculations are complete, any eligible amount will be refunded to your original form of payment.
  
  We appreciate your patience during this process and truly regret that the service you expected was not delivered.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: 175129731851027

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23511882
  
  
  
  I am rejecting this response because:

  I have not received my refund for services not provided.
  
  
  
  Sincerely,
  
  
  
  Clayton And Maryjo Kahl

• Initial Complaint

  Date:06/24/2025

  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 writing BBB because a previous complaint I filed with United Airlines was ignored. The 2nd complaint was filed with BBB and United responded with a $50 travel credit but did not address the racial/discriminatory actions taken by their employed Gate Agent. Attached is the original complaint that has gone unanswered;

  Business Response

  Date: 06/25/2025

  Dear Mr. Boyles and family,
  
  We’re glad to receive another
  feedback from you.  In review of your
  case, our records show that a manager representative from the Department of
  Transportation (D.O.T) had previously address your concerns regarding flight
  experience with us on March 21st, 2025.   
  See Case ID:
  174785358424731
  
  Though I am sorry to learn your
  continued disappointment regarding your flight experience. Your disappointment
  is understandable given the circumstance; and we can certainly empathize with
  disappointment you have expressed.
  
  It's important to clarify that you have reached
  the corporate offices of United Airlines.  We work directly with our
  senior leadership team as well as our executive officers and we are tasked with
  responding on their behalf.  All customer correspondence is routed to our
  attention for review and response.  I recognize that you want this matter
  escalated.  However, your concerns are considered escalated by our office.
  
  We have reviewed your case again, my
  colleague (Thom Adams) had previously addressed your concerns your experience with
  our employee (Kasama).  (see email
  correspondence below).  Please know that
  your feedback and experience has been shared with our senior management team
  for internal review and necessary corrective action.  However as previously advised, our
  disciplinary steps are handled internally and will not be shared with the
  public.
  
  In regards to your refund request, United
  Airlines continues to comply with the Department of Transportation (D.O.T)
  directives regarding its refund policy. A passenger(s) is eligible for a refund
  when a flight has been cancelled and/or experienced a significant delay; and
  the passenger chooses not to travel.  This information can be found in the D.O.T’s website shown below.  We have reviewed your case again, and
  respectfully I regret your refund request has been declined; as your tickets
  have been used.
  
  I understand that our goodwill
  offering cannot compensate you for the undue anxiety which you experienced
  throughout this incident. The goodwill certificates ($50.00 each) you previously
  received is tangible expression of our regret over what transpired when you
  traveled with us, and our gratitude for your interest in United Airlines.
   We have concluded your flight experience on March 21st and 26th,
  2025 and will not respond to additional request for compensation. We would like
  to move forward with our business relationship with you and ask that you please
  give us another opportunity to regain your trust. Should you wish to share a
  different travel-related experience, please visit us at www.United.com/feedback.
  
  As Customer Care representatives, we
  are empowered to devise the best possible resolution, considering the
  circumstances of what happened and the impact to our valued customer. While
  United Airlines may be unable to meet your specific expectations, please know
  that we do appreciate your continued loyalty. We look forward to welcoming you
  on board again soon.
  
  
  Regards,
  
  James Castillo
  Customer Care Management
  United Airlines
  Case ID -175088086059839 / 34179291
  BBB
  COMPLAINT # 23511806
  
  Related
  Case ID – 174785358424731
  
  https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
  Am
  I Entitled to a Refund?
  Cancelled
  Flight – A consumer is entitled to a refund if the airline cancelled a flight,
  regardless of the reason, and the consumer chooses not to travel
  Schedule
  Change/Significant Delay - A consumer is entitled to a refund if the airline made a
  significant schedule change and/or significantly delays a flight and the
  consumer chooses not to travel
  
  
  CONFIRMATION
  NUMBER:  LG0DW2
  
  NAME
  ON TICKET:  BOYLES / BRANDON
  *-INFBOYLES*NOAH/15OCT23                             
  TICKET
  NUMBER:  01624285395202
  TICKET
  ISSUE DATE:  24OCT24
  TICKET
  AMOUNT:  $279.06USD
  TICKET
  TYPE:  NON-REFUNDABLE / RESTRICTED
  
  NAME
  ON TICKET:  BOYLES / CRYSTALLA SHAWNDA          
  TICKET
  NUMBER:  01624285395213
  TICKET
  ISSUE DATE:  24OCT24
  TICKET
  AMOUNT:  $279.06USD
  TICKET
  TYPE:  NON-REFUNDABLE / RESTRICTED
  
  NAME
  ON TICKET:  BOYLES / LUKA                      
  TICKET
  NUMBER:  01624285395224
  TICKET
  ISSUE DATE:  24OCT24
  TICKET
  AMOUNT:  $279.06USD
  TICKET
  TYPE:  NON-REFUNDABLE / RESTRICTED
  
  UA2397   21MAR25   LAX-EWR (STATUS:  USED)
  UA  312   26MAR25   EWR-LAX (STATUS:  USED)
  
  *******************
  
  5/28/2025
  1:10:48 PM –
  Dear
  Mr. Boyles,
  We
  have received your concerns shared with the United States Department of
  Transportation regarding your experience checking in for flight UA2397 at Los
  Angeles.  
  We
  apologize for the inconvenience and distress caused during  your flight and the subsequent interactions
  with our customer service  team. 
  As
  a MileagePlus Explorer cardholder, the first checked bag fee should have been
  automatically waived for you and your companion on the same reservation since
  the card was used to purchase your tickets. We understand that the issue arose
  due to a change in your card number following fraudulent activity. For the
  first checked bag fee to be automatically waived for the primary  cardholder and one companion on the same
  reservation, the eligible  credit card
  must match with the card used. 
  We
  regret that you had to spend time addressing your check-in concerns  and, even after presenting the necessary
  documentation, encountered a  rude and
  dismissive attitude from Kasama. 
  The
  behavior and attitude you described with our staff is not reflective of our
  commitment to providing our customers the highest level of service, and I
  apologize for the negative impression this situation has created. 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. Based on your comments, we did not meet our goal nor your
  expectations. I regret you were not satisfied with the service provided.
  We
  work hard to correct problems brought to our attention. Although we cannot
  provide details about the internal investigation, please know we take your
  concerns very seriously and a copy of your email has been shared with their
  direct supervisors. 
  We're
  committed to improving, and want to make this right. I will send you each a $50
  electronic travel certificate. You can use this certificate towards the
  purchase of your next United or United Express flight. It will arrive via email
  in the next few business days.
  It
  is never our intent to inconvenience our passengers, and I am very sorry your
  expectations were not met. We appreciate the time you took to share your
  thoughts with us and giving us the opportunity to apologize for any
  inconvenience.
  We
  hope you will not judge us based solely on this experience.  
  We
  appreciate your business and look forward to welcoming you on board a future
  United Airlines flight. 
  Regards,
  Thom
  Adams
  DOT
  Representative
  United
  Airlines
  Customer
  Care
  Case
  ID: 174785358424731
  
  

• Initial Complaint

  Date:06/24/2025

  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.

  Airlines delayed flight causing me to miss connecting flight which in turn made the whole trip worthless. Had to rent a car to drive back to departing airport. Trying to request a full refund from airlines but airlines will not confirm amount of refund until July 8th. I need to submit my travel voucher by June 29th. Airlines will not simply confirm amount of refund only that it has been submitted to accounting for accounting's determination. So I am at risk of being personally stuck with the cost of a failed trip.

  Business Response

  Date: 06/25/2025

  Hi John,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #23510571 against us regarding your flight experience and refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was the experience. We will use this information to get better.
  
  I sincerely apologize for the disruption to your travel plans. We understand how frustrating and disappointing it must have been to experience a delay that caused you to miss your connecting flight and ultimately impact the purpose of your entire trip.
  
  We truly regret the inconvenience this has caused, including the added burden of arranging alternative transportation back to your original departure airport.
  
  I researched the details of the flight, and because the flight UA4877 from Norfolk to Washington Dulles was delayed due to mechanical issues, which caused a misconnection, I am going to deposit miles into your MileagePlus account as a goodwill gesture. This credit will post to the account within a few business days. These miles never expire and can be used for travel or purchases on flights and more.
  
  Regarding your refund request, as the first segment of your itinerary was used, our Refunds team must manually review and calculate the remaining value of your ticket. Unfortunately, this process requires careful coordination with our accounting department, and we are currently unable to confirm the exact amount of the potential refund until their review is completed. You'll receive a response from them once the refund has been processed, and it can take up to 14 business days to be completed.
  
  While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.
  
  We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: 175086519837237

• Initial Complaint

  Date:06/23/2025

  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 flight, UA134, was cancelled on Thursday after already being delayed once. The cancellation was announced by the pilot, who informed passengers that the crew had exceeded their ***-mandated 15-hour duty limit. I have a recording of this announcement made onboard. As a result, the flight could not continue, and all passengers were forced to deplane.Unfortunately, there were no alternative United flights available from ****** that could get me home in a timely manner. This left me with no option but to book a same-day flight out of ***********. The cost of that ticket was $1,200, driven by surge pricing and limited availability. Beyond the airfare, I also incurred additional out-of-pocket expenses for transportation, meals, and accommodations, and I lost multiple days of work as a result of the disruption.I submitted a reimbursement claim (Case ID# **************** with all supporting receipts. Despite this, I was only offered a $175 flight credit. *** contacted customer support five times. Each representative acknowledged the legitimacy of my case and supported my request but said they had no way to escalate it to a team that could resolve it.This cancellation was entirely due to issues on Uniteds endspecifically, crew schedulingand it caused substantial financial consequences for me. I am requesting either a full reimbursement of $1,500 to my original payment method, or a future travel credit in the range of $2,500 to $3,000, which I am more than willing to accept as an ************** a loyal United customer who spends thousands annually, this situation has been frustrating and far below expected service. Im only asking to be fairly reimbursed for clear, documented expenses caused by an issue outside my control.I hope this matter can be resolved promptly and fairly. However, if necessary, I am prepared to file a formal complaint with the ********************************* if we cannot reach an equitable solution.

  Business Response

  Date: 06/24/2025

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding ******** flight experience and reimbursement request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was ******** experience. We will use this information to get better.
  
  I sincerely apologize for the significant disruption caused by the cancellation of the flight and the resulting hardships she has faced, including the unexpected expenses and the inconvenience of rebooking on short notice. I understand how frustrating and disappointing this situation must have been, especially given your loyalty to United and the financial impact you've incurred.
  
  Our records indicate that ****** received a $150 electronic travel certificate from our inflight crew as compensation for a flight disruption. I have forwarded the travel certificate details to your email, and you will receive it within a few business days.
  
  Additionally, I researched the details of the flight, and because the flight UA134 from ****** to ****** was canceled due to mechanical issues, I'm going to send her an additional electronic travel certificate as a goodwill gesture. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.
  
  Your request is completely understandable, given the impact on your travel plans. However, we regret to inform you that we are unable to offer a refund or reimbursement for the ticket purchased with another airline, as it falls outside of our policy. Please note that our reimbursement policy only covers expenses related to the hotel, meals, and ground transportation from and to the hotel.
  
  While we cannot bring back your lost time and frustrations, as a reliable airline, we want to make things right by investigating a possible reimbursement for her hotel, meals, and ground transportation expenses. As part of the process, we would appreciate it if you could provide the official receipt for your expenses, showing the method of payment used, the purchaser's name, the date of the transaction, the check-in and check-out date at the hotel, and the pick-up and drop-off location for the transportation. Upon receiving all the necessary information, we will let you know what will be reimbursed. Also, please provide her current mailing address.
  
  We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.
  
  We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23505046
  
  I am rejecting this response because:

  Thank you so much for your response. Unfortunately, Ill have to decline the proposed resolution, as we had no other option but to book a new flight with another airline in order to get home. I can provide a video of the pilot explaining the reason for the cancellation, which, in his own words, was due to the crew exceeding the **** 15-hour daily flight limit. If that werent the case, how else would we have known that?
  
  There were no additional United flights out of ****** for several days. If I hadnt rebooked a new ticket, she would have missed multiple days of work. The rebooking United offered wasnt until Sunday eveningand included a connection through Londonmeaning she would have missed up to four full days of work. She simply couldnt afford to be out that long and if she had likely wouldve been let go from her position.
  
  This entire situation led to significant out-of-pocket expenses. While we appreciate the vouchers that were provided, they dont come close to covering what was actually spent. Regardless of the refunded ticket, she lost valuable time and income, and we were forced to cover additional travel costsjust the **** ride to get her to the airport for the new flight was over $100.
  
  All were asking for is fairness and reasonable compensation for the disruption and the unexpected costs. Im happy to share official receipts as needed. Even if full reimbursement isnt possible, any additional gesturewhether its travel credits, seat upgrades, or otherwisewould go a long way in making this right.
  
  Weve always valued United, but this experience has been genuinely disappointing. I hope we can work together toward a more equitable resolution.
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/26/2025

  Hi ******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for another airline ticket reimbursement. I appreciate the opportunity to respond to your concerns.
  
  Thank you for your thoughtful and detailed follow-up. We truly appreciate you taking the time to further explain the circumstances you and your companion faced, and we're genuinely sorry for the disruption this caused to your travel and personal obligations.
  
  We understand that missing multiple days of workespecially under the pressure of job securityis incredibly stressful. We also recognize the added burden of having to secure alternate transportation at your own expense when no suitable United options were available in the immediate timeframe. Your frustration is completely valid, and we regret that your experience with us led to such a difficult situation.
  
  While we're willing and committed to supporting our customers during irregular operations, we must respectfully clarify that United is unable to reimburse the cost of tickets purchased on other airlines. This policy is consistent with **************************** regulations and industry standards. We understand this is disappointing, particularly given the unique hardship you experienced, and we assure you that this decision is not a reflection of how seriously we take your experience.
  
  That said, we want to continue working with you toward a more meaningful resolution. If you are willing to share receipts for your additional expensessuch as ground transportation or mealswe can evaluate those for reimbursement consideration.
  
  We appreciate your loyalty to United and your willingness to engage with us constructively, even through this frustrating experience. Please know that your feedback is being shared with our internal teams as we continue to review how we handle situations like this in the future.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23505046
  
  I mainly have to reject the response, in order to keep the case open, but I do actually appreciate the willingness to work with us here.  While I understand that a full reimbursement for the flight may not be possible, the reality is that we had to cover a significant out-of-pocket expense. That said, I truly appreciate your efforts to help rectify the situation.
  
  The only receipts I have available are from **** and **** Eats. Im especially grateful that youre considering compensation for the **** rides we took to ensure ****** could get to and from the airport safely. Since she doesnt speak English, we had to accompany her to help navigate check-in and airport security. Ive attached the relevant receipts for your review.
  
  If theres anything more that can be done regarding the two days of missed work, it would be deeply appreciated. Im happy to discuss furtherplease feel free to contact me directly at ************.
  
  
  Thank you again.
  
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23505046
  
  I am rejecting this response because: I mainly have to reject the response, in order to keep the case open, but I do actually appreciate the willingness to work with us here.  While I understand that a full reimbursement for the flight may not be possible, the reality is that we had to cover a significant out-of-pocket expense. That said, I truly appreciate your efforts to help rectify the situation.
  
  The only receipts I have available are from **** and **** Eats. Im especially grateful that youre considering compensation for the **** rides we took to ensure ****** could get to and from the airport safely. Since she doesnt speak English, we had to accompany her to help navigate check-in and airport security. Ive attached the relevant receipts for your review.
  
  If theres anything more that can be done regarding the two days of missed work, it would be deeply appreciated. Im happy to discuss furtherplease feel free to contact me directly at ************.
  
  
  Thank you again.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/23/2025

  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.

  Date of Transaction:June 13, 2025 Amount Paid:$634 (USD) for a one-way United Airlines ticket from ********* (MTY) to ******* (***)What the Business Committed to Provide:United committed to operate flight UA1853 on time, delivering me to ******* promptly on the afternoon of June 13.Nature of the Dispute:The flight was delayed by 224 minutes (3.7 hours) due to a controllable maintenance issue (as confirmed in writing by United). As a result, the value of my booking was significantly diminished I could have taken an alternative Viva Aerobus direct flight that same evening for only $190. I submitted a request to United for a partial refund of $444, reflecting the difference.What the Business Has Done:United offered ***** MileagePlus miles (worth ~$50) as a goodwill gesture. I declined and escalated to the *********************** team. I have not received any meaningful response or resolution since. I also submitted a formal complaint to the **********************************Requested Resolution:A partial refund of $444 to account for the difference in value between what I paid and the cost of a comparable same-day flight I could have taken.Flight: United Airlines UA1853 Date: June 13, 2025 Route: ********* (MTY) to ******* (IAH)I paid $634 to take this United flight in order to arrive earlier in *******. The flight was delayed by 224 minutes (3.7 hours) due to a controllable mechanical servicing issue, which United confirmed in writing.Because of the delay, I could have instead taken a direct Viva Aerobus flight at 7:45 PM the same day for $190. I submitted a request to United for a partial goodwill refund of $444 the difference between what I paid and the cost of the viable alternative.United offered only ***** miles (~$50 value) and later stopped responding, even after I escalated the issue to their ************** team.

  Business Response

  Date: 06/24/2025

  Dear Mr. Jokarzadeh.
  
  We’re glad to receive another
  feedback from you.  In review of your
  case, our records show that we have previously address your concerns regarding
  flight experience with us on June 13th, 2025. 
  See Case ID:
  174989150711589
  
  Though I am glad to receive your
  reply and appreciate having another opportunity to address your concerns and
  requests. I want to apologize again for your flight delay and unpleasant
  experience when you traveled with us on June 13th, 2025. Your
  disappointment is understandable given the circumstance; and we can certainly
  empathize with disappointment you have expressed.
  
  United Airlines continues to comply
  with the Department of Transportation (D.O.T) directives regarding its refund
  policy. A passenger(s) is eligible for a refund when a flight has been
  cancelled and/or experienced a significant delay; and the passenger chooses not
  to travel.  This information can be found
  in the D.O.T’s website shown below.  We
  have reviewed your case again, and respectfully I regret your refund request
  has been declined; as your tickets have been used. 
  
  I understand that our goodwill
  offering cannot compensate you for the undue anxiety which you experienced
  throughout this incident. The goodwill miles (5000) and certificate ($100) you previously
  offered is tangible expression of our regret over what transpired when you
  traveled with us, and our gratitude for your interest in United Airlines.
   We have concluded your flight experience on June 13th, 2025
  and will not respond to additional request for compensation. We would like to
  move forward with our business relationship with you and ask that you please
  give us another opportunity to regain your trust. Should you wish to share a
  different travel-related experience, please visit us at www.United.com/feedback.
  
  As Customer Care representatives, we
  are empowered to devise the best possible resolution, considering the
  circumstances of what happened and the impact to our valued customer. While
  United Airlines may be unable to meet your specific expectations, please know
  that we do appreciate your continued loyalty. We look forward to welcoming you
  on board again soon.
  
  
  Regards,
  
  James Castillo
  Customer Care Management
  United Airlines
  Case ID -175075851799347 / 34162268
  BBB
  COMPLAINT # 23504727
  
  https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
  Am
  I Entitled to a Refund?
  Cancelled
  Flight – A consumer is entitled to a refund if the airline cancelled a flight,
  regardless of the reason, and the consumer chooses not to travel
  Schedule
  Change/Significant Delay - A consumer is entitled to a refund if the airline made a
  significant schedule change and/or significantly delays a flight and the
  consumer chooses not to travel
  
  
  CONFIRMATION
  NUMBER:  DJ8QNE
  NAME
  ON TICKET:  JOKARZADEH / KAMRAN REY
  TICKET
  NUMBER:  01624953209305
  TICKET
  ISSUE DATE:  13JUN25 
  TICKET
  AMOUNT:  $653.49USD
  TICKET
  TYPE:  NON-REFUNDABLE / RESTRICTED
  E-TICKET: 
  UA1853   13JUN25   MTY-IIAH (STATUS:  USED)
  
  **************************
  
  6/24/25
  | 9:39 AM
  Hi
  Kamran,
  Thank
  you for writing us back. 
  It is important to clarify that you have reached the corporate offices of
  United Airlines.  We work directly with our senior leadership team, as
  well as our executive officers, and we are tasked with responding on their
  behalf.  All customer correspondence is routed to our attention for review
  and response.  Your concerns are considered escalated by our office. 
  I've looked into the case again for a final review. I didn't find any new
  information that supports a change in the previous decision. I'm very sorry
  we're unable to reach an agreement to resolve this issue. 
  While we won't be able to honor your request, please know that we truly value
  your feedback. At this time, we'll consider this issue closed.
  I hope the next experience with us goes smoothly. We look forward to serving
  you onboard a future United Airlines flight.
  Regards,
  Payal Mavi
  Executive Solutions Supervisor
  United Airlines
  Customer Care
  Case ID: 174989150711589
  
  
  6/23/25
  | 3:35 PM
  Hi
  Kamran,
  My
  name is Payal Mavi. I am contacting you from our Executive Solutions
  department, and I am here to assist with your concerns on behalf of our
  Executive Leadership team.
  I
  sincerely apologize for the disruption you experienced on June 13, 2025, due to
  the mechanical delay on flight UA1853 from Monterrey to Houston.
  As
  per our records, one of our representatives deposited 5,000 miles to your
  MileagePlus account for the flight disruption. I'm sending you an additional
  $100 electronic travel certificate to use toward the purchase of a future
  United or United Express flight. It will arrive in a separate email within a
  few business days.
  We fully understand how frustrating delays can be, especially when travel plans
  are made with the intention of arriving early. Safety is always our top
  priority. If we're unable to resolve an issue before departure, we may need to
  delay or cancel the flight.
  Regarding
  your request for a partial refund, please note that your ticket has been fully
  used. Per United's fare policies, tickets once flown are generally
  non-refundable. Each airline operates under its own fare structures and pricing
  models, which include varying levels of flexibility.
  While we appreciate your comparison to alternative flights on other carriers,
  United's fares reflect the comprehensive service and network we provide, and
  unfortunately, we are unable to offer a refund in this instance.
  We
  thank you for your continued loyalty as a valued MileagePlus member.
  Regards,
  Payal Mavi
  Executive Solutions Supervisor
  United Airlines
  Customer Care
  

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23504727
  
  
  
  I am formally rejecting United Airlines’ response to this complaint.
  On June 13, I paid $653.49 for United flight UA1853 from Monterrey to Houston, expecting to arrive earlier. Instead, I was kept on a grounded aircraft in Monterrey for 3.7 hours without air conditioning due to a mechanical issue. Passengers were not allowed to deplane. This was not a weather issue or a situation outside United’s control. United has acknowledged that the delay was due to a mechanical failure, which is fully within their responsibility.
  
  United’s response incorrectly cites Department of Transportation (DOT) refund policy to justify denying a partial refund. The DOT policy referenced applies to cancellations and significant delays when the passenger chooses not to travel. That does not apply here. I completed the trip. I am not asking for a refund under DOT policy. I am asking for a refund for the difference in value between what I paid and what I reasonably should have paid for the experience I received.

  
  There was a comparable nonstop flight on Viva Aerobus available the same day for $190. I selected United believing I would receive better service and paid $444 more. Instead, I was forced to remain on a hot aircraft for hours with no way out. That is not premium service. That is a failure to deliver on the basic standards of what a ticket of that price should guarantee.
  I am not seeking extra compensation. I am only asking for the fare difference between the flight I paid for and the non-delayed, equivalent option that was available. This is a fair and reasonable ask, based on actual service rendered and market price.
  The 5,000 miles and $100 voucher do not resolve the issue. They do not reflect the financial loss, physical discomfort, or failure of service. I request that this complaint remain open and visible. I have also submitted a DOT complaint and will continue to pursue this through the appropriate channels.
  

  Attachments included

  Viva Aerobus Flight Screenshot – Shows the alternative $190 nonstop flight on the same day

  
  Sincerely,
  Kamran Jokarzadeh

  Business Response

  Date: 06/26/2025

  Dear
  Mr. Jokarzadeh.
  
  I'm
  very sorry we're unable to reach an agreement to resolve this issue. While we
  won’t be able to honor your request, please know that we truly value your
  feedback. Your comments are incredibly important to us as we continuously work
  to improve everyone’s travel experience.
  
  With your feedback in mind, we'll make every effort to leave a better
  impression the next time you fly with us. I understand and greatly appreciate
  the loyalty you’ve shown us, and hope our team gets the opportunity to welcome
  you on board another United flight very soon.
  
  
  
  Regards,
  
  James
  Castillo
  Customer
  Care Management
  United
  Airlines
  Case
  ID -175094752283517 / 34203648
  BBB
  COMPLAINT # 23504727

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23504727
  
  
  
  I am rejecting this response because:
  
  I reject United’s response. This complaint is not about getting something “extra”, it’s about getting reimbursed for a clearly inferior service. I paid $653.49 for a direct United flight to arrive early, but was trapped on a non-air-conditioned plane in Monterrey, Mexico for 3.7 hours. That is not “comprehensive premium service” by any standard.
  I’m simply requesting the fare difference compared to an on-time Viva Aerobus flight that departed later and only cost $175. I am not asking for anything more than what I lost.
  United has consistently avoided addressing the actual issue, citing policies that apply when a passenger chooses not to fly. I did fly because I had no choice, and suffered an unacceptable experience that they have not owned up to.
  I am requesting BBB to keep this complaint open and unresolved. I will also be escalating this matter to the U.S. Department of Transportation.
  
  
  
  Sincerely,
  
  
  
  Kamran Rey Jokarzadeh

• Initial Complaint

  Date:06/22/2025

  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 booked a trip for my family, 4 people including myself through Expedia. I had to cancel and did so within 24 hours. It says if you do so within 24 hours you receive a refund.I was planning to pay through affirm which lets you pay over time. I then rebooked and paid for the trip in full.All the while waiting on the refund since February. We went on the trip in may. I spoke to several supervisors at united who assured me Id receive a refund. Week after week I was on the phone and still no refund. In the meantime my affirm account is still not paid and is considered delinquent and has now made my credit score go down by 100 points! I am furious. I do not have the money to pay for 4 plane tickets that were never used when I already paid for the tickets. Please help!!!!!

  Business Response

  Date: 06/24/2025

  Hi Corinne,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # 23504421against us regarding your request for a refund. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out to share your experience. I want to begin by sincerely apologizing for the stress, frustration, and financial hardship this situation has caused. What you've described is deeply concerning, and I completely understand your urgency, especially given the impact on your credit and the ongoing difficulty you've had getting answers.
  
  If you canceled your original booking within the 24-hour window, you are entitled to a full refund under our policy. I'm genuinely sorry that this refund has not been processed despite your repeated efforts and multiple assurances from supervisors.
  
  Upon further evaluation of your record, your confirmation number for L407GR was refunded back to the original form of payment used since it was canceled within our 24-hour risk-free policy.
  
  However, since your reservation was purchased using a credit card and a flight credit, it was refunded as it is. The $98.65 was refunded to the card ending in 3660 on February 27, 2025, and the remaining amount of $254.60 was refunded as an electronic travel certificate since it was previously a flight credit.
  
  The travel certificate can be used to purchase your next flight, a baggage fee, and/or a seat assignment. It will be valid until February 26, 2026. Although it is non-transferable, you can use it to purchase travel for someone else if you have the certificate and PIN number.
  
  We hope this email will clarify your confusion.
  
  Thank you for choosing United and for being a MileagePlus member. We hope you'll give us the opportunity to provide you with a more positive experience in the future.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: 175075852223639