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.

  United Airlines Baggage Services-HDQLZ PO Box 66140 Chicago, IL 60666-0140

• 

  United Airlines, Inc.

  Passenger Refund Dept.-WHQAK PO Box 66282 Chicago, IL 60666-0282

• 

  United Airlines @ Hartsfield

  PO Box 20949 Atlanta, GA 30320-0949

• 

  United Airlines

  900 Grand Plaza Drive, NHCCR Houston, TX 77007

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:08/03/2022

  Type:Sales and Advertising 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 have been thinking about getting a United Airlines credit card for a while so that I could start earning more miles towards travel than my other credit cards. I do not take opening a new credit card lightly. I found airfare and hotel package yesterday I wanted to purchase though United. On the checkout page there is a United Airlines advertisement to sign up for their credit card and if you are instantly approved, you can use that card to purchase the airfare and receive bonus miles and a statement credit. I applied for the credit card and was instantly approved. Within seconds, I was given my credit limit, interest rate, and the card with last 4 digits of the account number were in my chase account. After more than 5 hours of trying to purchase the airfare and/or hotel with the United credit card it is literally not possible. In order to use the card you have to add it to your ****** wallet, applepay, or paypal. I successfully added my new card to all three of those payment types. However, United Airlines website does NOT accept Gpay, applepay, or paypal payments. I spoke with *****, United Chase Credit Card, and United Airlines. I was told I would need to pay the price for farelock to hold my airfare until the credit card arrived. This is absolutely a scam and false advertising. Not only did I miss out on the package deal, I am now asked to pay MORE money to hold that price even though the United website clearly says I can use my new card instantly. This is not an issue with *****. This is an issue with United not accepting gpay, applepay, or paypal. I would like to purchase the airfare and the hotel package for the price I was given yesterday of $2620 that I would have been able to pay, had the credit card worked as advertised. Alternatively, I would accept additional miles on my credit card, because had I known it would not work I could have applied directly through chase and received up to ****** miles instead of ****** miles and a statement credit.

  Business Response

  Date: 08/17/2022

  Hi ********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your experience attempting to purchase airfare and hotel accommodations.  I appreciate the opportunity to respond to your concerns.
  
  United Airlines accepts Apple Pay, PayPal and PayPal credit for purchases made on united.com and/or the United app (not all forms of payment are accepted in all countries/regions).  If you want to know more about our policy, you can visit our web site, united.com , and type in forms of payment in the search box at the top of our ********** press enter and then click on Accepted forms of payment from the generated results list.
  
  I understand you have questions and concerns about the issues you had using the United Packages web site powered by Priceline. Although theyre our partners in travel, all inquiries specific to their services need to be directed to them for accurate and complete attention.
  
  Im sorry were unable to assist you with your requests.  Were always happy to assist with your United travel arrangements.
  
  We look forward to having you aboard your next United flight soon.
  
  Regards,
  
  ********
  Customer Care Management
  **********************
  Case 21154820
  

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17663721
  
  I am rejecting this response because: I tried to use apple pay and PayPal on both the united website and the app. It is not accepted. Your advertisement states to sign up for the credit card and use instantly if you are approved. The is not at all accurate and false advertising. I tried all forms of payment and made numerous phone calls to customer service and was told I would need to pay the additional fee for farelock. Otherwise wait until I received the card in the mail. It's false advertising plain and simple. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/29/2022

  Hi ********,
  
  I regret your disappointment in our previous response.
  
  Also, I apologize for the trouble you had attempting to make a payment on our website.
  
  Our agents are available ************************************************** concerns you may have. You're welcome to contact them at 1-800-UNITED ***************).
  
  We want our website to be user-friendly for all our customers.  I'll share your additional comments with our teams as well so we can continue to improve.
  
  We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.
  
  Regards,
  
  ********
  Customer ***************
  Case ********
  

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had flights booked for a family vacation in 2020 which was cancelled due to Covid 19. We Regardless of our request for a refund and providing them with the official statement from the ***** of ************** (https://www.transportation.gov/briefing-room/****************************-issues-enforcement-notice-clarifying-air-carrier-refund), we were told we were issued flight credits, but havent had the chance to use them until now. We have been waiting to book a new cruise without the worry of it being canceled again. Now that we have a new trip planned, weve tried booking new flights but kept getting the runaround from both ********************************* both claiming we had to contact the other. Finally: after requesting to speak to a supervisor: a representative from United said they will mail us a voucher to be used at any time & that was all they could do. The voucher would be less than the price we initially paid. We have yet to receive a confirmation email of this despite their claim that it was sent. We are so beyond frustrated that we are losing money with this said voucher. We have confirmation emails including prices paid, promised airfare credits, and yet we are still unable to book a flight. Our cruise is in 1 ********** are running out of time.

  Business Response

  Date: 08/15/2022

  Dear ******************:
  
  BBB case ID ******** 
  United case IS 21142339
  
  The Better Business Bureau has forwarded your concerns to our attention.
  
  I am sorry to learn of the problems you encountered when you requested a refund of your and your family's tickets  Please accept our apologies for the conflicting information you had received.
  
  Our records show that by now, any travel certificates which had been issued were voided, and a full refund of your tickets has been processed back to the credit card used for purchase (ending in 4240).
  
  We look forward to welcoming you and your family on board again soon.
  
  Regards,
  ****** *****

  Customer Answer

  Date: 08/17/2022

   
  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.  We did finally get the full refund and feel that the BBB fully facilitated that, so thank you so much!  We have been dealing with this for over a year now.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 24, 2022 I flew ******-******-*******-********** with a United Airlines itinerary (EWLX2K). My checked suitcase (bag tag #**********) never arrived in **********. The baggage attendant there let me know to call the baggage hotline, but couldn't report the bag missing at the airport. I was on hold for nearly 2 hours and then the call dropped. The next morning (7/25/22) I was able to use a chat feature to get a reference number for my missing bag (EAU13001M). I was informed that the bag was still in ******. I was informed on July 26th by a United agent that after 5 days I would be eligible to receive $1500 due to the length of time the bag has been missing. On July 28, 2022 I filed a claim for reimbursement of expenses and a missing bag claim for the total value of the contents of my bag and the bag itself for $3000. On July 30, ********************************************************** know I would receive an email within ***** hours with a confirmation for the $1500 missing bag claim. On August 2, 2022 I still have not received an email, the $1500 missing bag reimbursement, the $300 expense reimbursement, my bag, or any update from United. I followed up with an agent and they said the case has been escalated and that I would be reached out to by a claims agent, but I have not been contacted. My bag has been missing for 9 days as of August 2, with no resolution or progress. I was told August 2 that the bag was last located in ****** and they are still trying to trace it.

  Business Response

  Date: 08/15/2022

  Dear **************:
  
  BBB case ID ********
  ********************** case ID ********
  
  The Better Business Bureau has forwarded your concerns to our attention, and I apologize for the delayed response.
  
  I am sorry to learn that your checked luggage did not arrive with you when you arrived in ********** on July 24. Please accept our sincere apologies for the frustration this caused you.
  
  Our ************************* handles all baggage-related concerns. If you have not already done so, please download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions. I recommend keeping copies of the completed claim form and receipts for your records. Please include your delayed baggage claim number (EAU13001M) in all correspondence to them. 
  
  http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx.
  
  A baggage specialist will reach out to you directly after reviewing your claim. Currently they are working on a backlog of claims, so it might take longer than anticipated to receive a response from them.
  
  In the meantime, thank you for your continued patience.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17662870
  
  I am rejecting this response because:I have already submitted the documentation they have requested that I complete. I have been told several times that I would be contacted by someone in the claims office and have not been. It has been 3.5 weeks since my travel concluded with no outreach from United, besides this message to the BBB. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/18/2022

  Dear **************
  
  BBB Case ID  ********
  United Case ID ********
  
  The Better Business Bureau has forwarded your rejection to our attention.
  
  I am sorry that your baggage claim has not been settled yet.
  
  I have contacted our ************************* on your behalf and was advised that they received your claim form on July 28. Their records show that you called them on August 2 and August 15 to find out when the claim will be processed. Regrettably, they are currently working on a backlog of claims, and currently the processing time can be 8 - 10 weeks. 
  
  Thank you for your continued patience.
  
  Regards,
  ******************

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17662870
  
  I am rejecting this response because:I still have not been contacted by the claims department and they originally said claims are taking 6-8 weeks and now they are pushing it to **** weeks. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a credit with United that I want to use, I called the customer service number **************, and then was directed to an agent. I only need help with correcting the last name on my credit and after the phone call when I was trying to use the credit to book my flight tickets, then my credit amount got magically decrease by $50. I called them again asking why and they say it is for the service fee because I called them. This is crazy, you get charged $50 to call a customer service number without any warning? or Disclosure? When someone asked me if I want to use them to book a flight for the charge of $15, I said no, and got charged $50. I complained about this issue with them and someone said they will refund the $50 to me. I waited and waited, then I have to call them again and guess what, it was never issued!United is so unreasonable and sneaky!

  Business Response

  Date: 08/15/2022

  Dear Mr. ***************** Better Business Bureau has forwarded your correspondence to my attention.

  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,

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

  Customer Care Management

  Case ********

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My carry on bag was missing when I arrived in ************, **, and the United Airlines app indicated I only had two bags, but those were my two bags I initially checked when I arrived at the airport. I could not find anyone at the airport and was on hold for over 2 hours when calling their lost luggage number and no one ever answered. I tried filing online, and it said, "Please enter a valid airline code" and had "bag tag number" highlighted. I entered all three variations to include UA **********, UA**********, **********. None worked, and is clear evidence of their wantonly evil nature, unethical nature, and attempt to not take responsibility for lost luggage in my opinion. I want full reimbursement for the losses and emotional distress that they are putting me through as well as the punitive damages. This should be a class action lawsuit based on the evidence collected so far in my opinion.

  Business Response

  Date: 08/15/2022

  Hi ****:

  I'm so sorry to hear about your recent trip to ************ and the fact that you were unable to find your carry on bag. I sincerely apologize fro all the stress and inconvenience this caused you.

  I'm sorry you haven't been able to find your item.
  
  I know it's important to get it back to you, and we want to help.  Please complete the online Lost Item Report here: https://www.united.com/web/en-US/content/travel/baggage/lost-onboard2.aspx. We will make every effort to find and return items left on board our aircraft. If it's located, we'll let you know.

  You can also submit a claim with our ****************************** as they are best equipped to handle these situations. Please see the link below and click the "submit a claim" button towards the bottom of the page. A Baggage Representative will get back with you with a resolution.

  https://www.united.com/web/en-us/content/travel/baggage/delayed.aspx?POS=US

  Thank you for flying United Airlines and for being a loyal MileagePlus member. We greatly appreciate your business.

  Regards,

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

  United Airlines

  Customer Care Management

  Case: ********

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17657044
  
  I am rejecting this response because:

  The link to report the problem still does not work. I have screenshots.

  Also this is about a lost bag, and the lost items link had a drop down with no bag option; I have screenshots. It appears to be for non bag items left on board which is not my issue.

  Would filling a law suit if this is not addressed timely be best? Time is of the essence regarding this matter. I don't pay for legal time through work benefits. I'm at $50,000 at least in legal disputes covered to date. I've never lost, and I wouldn't lose this simple matter,

  On 18 august 2022 I called ********************** at ************** via the link provided. It said a 5 to 10 minute wait; was on hold for around 30 minutes, and in my opinion I received the run around and no resolution. Put on hold around 40 minutes in after providing bag tag number, confirmation number and flight date (25 July 2022). There is no data regarding the bag and no file. Suggested visting the airport and have then open a file and fill out claim form. Was on the phone for around 55 minutes. Representative stated he sent a mail to the airport, and that they would search for the bag, and that he would call me and would leave voice mail within 24 hours. This is causing severe damages. I want this resolved through BBB communications only if no resolution within the 24 hours indicated. Thank you. I'd like to file a complaint. How do I file a complaint on how this is being handled as well?

  I encountered previous fraudulent inducement to my understanding further demonstrating the nature at minimum of United.
  Sincerely,
  
  *******************

  Business Response

  Date: 08/26/2022

  Hi ****:

  I'm sorry that you have been disappointed in my response and the handling of your case. I will be sure to add these notes to your case so that they can be reviewed by our management team. 

  I apologize that you did not get the assistance you had hoped for with our ****************************** However, I must defer you to get with them again to resolve your case, as they are the Department best equipped to find your bag and/or compensate you for your issue. I'm sorry that I could not directly assist you with your problem, but I appreciate your understanding.

  If you have any questions, you can call our *********************** at **************. If youre outside the U.S. or ******, call **************.

  Regards,

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

  United Airlines

  Corporate Customer Management

  Case: ********

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17657044
  
  I am rejecting this response because:

  Called the number provided and got the run around in my opinion; no resolution. At one point was put on hold and the system said they're was a wait time of 40 to 50 minutes. I'd like your management team to get the status and resolution, and please provide the status here. This is building a case for punitive damages, and I won't settle out of court if I file suit since lawyers don't cost me anything. I have think there's around 10 entitys served just as we speak, and usually they don't have to be served since they don't want to be served for their fraud, law infringement, punitive damages, and so on.

   

  As a follow up to my previous response; I was never contacted back by the previous representative.

  I recently experienced additional fraud to my understanding when I used my united card to get a free checked bag and I was charged anyway which appears to also be breach of contract? Assuming this is done to plenty of people making for a very good case against United?

   

  I've provided plenty of time, made plenty of calls and messages in order to receive resolution. Therefore, I'll need to be compensated for any further repeating myself and assisting with this. Also my understanding is that you're request is for me to work on United's behalf, so I'll need compensation at my$500 per hour rate and the three hours I just spent. Please also let me know what my benefits are since I've been working for Untied to my understanding? I'll start a conversation with the BBB regarding how this complaint will affect the BBB rating and so on. Would it be helpful to loop in the attorney General as well, or does the management team think they can handle this simple matter? 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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 01 August 2022, my mother and uncle booked tickets on *** airways to fly from *** and ******* respectively to ****** via ****** for a family emergency. I am trying to utilize my ** Mileage plus rewards to upgrade their long haul portions (as they are elderly) to *** ********* as noted the ** Star alliance webpage (attached image). I keep running into issues that say this traveler has the same name as an existing person on this flight (which makes sense since he is booked in economy, and I would like that upgraded via ** mileage plus). When I call ** customer service, they say I need to take this up with *** **** since it was booked through them, and that it is not possible to do (when I have pictoral proof, on the UNITED AIRLINES WEBSITE). When I call ***, they say it is up to **, as I am using mileage plus points. This is beyond frustrating, as I am getting the entire runaround from the united airlines customer service team, who are providing me incorrect information, as it is clear on their website that this is a possible option.

  Business Response

  Date: 08/15/2022

  Dear ************:
  
  BBB Case ID ********
  
  United case ID ********
  
  The Better Business Bureau has forwarded your concerns to our attention.
  
  I am sorry to learn of the problems you have encountered trying to upgrade your mother's and uncle's flights from *********** and ******* to ******, which are operated by our Star Alliance partner Eva **** using your United MileagePlus miles. ****** accept our sincere apologies for the frustration caused when you received an error message on our website, and our Reservation Representatives as well as Eva *** were unable to assist you. I can imagine how disappointing this must have been for you.
  
  In order to assist you with the upgrades, I do need some more information. ****** provide your mother's and uncle's first and last names, complete itinerary showing the travel dates, city pairs, flight numbers as well as their ticket numbers and the fare booked.
  
  Once I have this information, I will contact a Reservation Specialist on your behalf to assist you with the upgrade.
  
  In the meantime, thank you for your patience.

  Regards,

  ****** Sofia

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 11th I had to go to ******* for a business travel with a flight purchased through Air Canada (name: *************************************, airline: Air Canada, reservation: 29UM6T, ticket number: ************* ).That same day my flight was cancelled and rescheduled; however, after the second cancellation I hadn't been automatically assigned with a second flight, therefore I had to personally go to the Air Canada desk to reschedule my itinerary through an agent. The Air Canada agent sent me to an United Airlines attendant and he eventually helped me reschedule my flight for the day after. The problem is that the United Airlines attendant cancelled my return tickets to come back to the United States without my knowledge and without a refund. Therefore, on June 19th, at the moment of the check in, I discovered that I didn't have any means to come back to the United States and I had to purchase a last minute, very expensive, one way ticket from ******* (*******) to the United States (name: *************************************, airline: Lufthansa, reservation: N7DMY4, ticket number: *************). I emailed and called United Airlines multiple times, and even though they can see in their system that my return ticket was cancelled by a representative of them on June 11th, they say that since I didn't purchase the ticket through them, they cannot offer me any refund. I believe that one of their employees made a mistake, therefore, they should refund me. The additional ticket that I purchased was $1393.11.

  Business Response

  Date: 08/15/2022

  Dear Mr. Zappaterra:

  The Better Business Bureau has forwarded your correspondence to my attention.

  I'm sorry for the inconvenience this schedule change has caused you and for the confusion at the airport about your return ticket.

  
  I can only imagine how this made you feel. We never intended for your ticket to be canceled. I'll make sure to pass along your feedback so our airports can focus on improving our process. As a way to show we appreciate your patience, I'm sending you a $150 Electronic Travel Certificate, which can be used on a future United Airlines or United Express flight. It should arrive via email in the next few business days.
  
  We take issues regarding safety and security very seriously. The concerns about how we handled your ticket are understandable. While we do ensure our passenger count matches before departure, there may have been a technology glitch or employee error which canceled your return ticket. I do understand, though, as we should have been ready for you when you arrived at the airport. Your time is important. We'll work on getting better at the recovery process.

  The ticket was purchased under an Air Canada ticket number so the refund will have to be done by Air Canada with proof of the new ticket purchased in order for you to receive a refund for the ticket that wasn't used (*************).  I can reach out to Air Canada on your behalf and authorized the refund of the ticket not use.  Please send me a copy of the ticket receipt/itinerary for the unused portion of the ticket from Cologne to ******* as I'm unable to see it on my end.  

  Once I receive that, we can proceed.

  We appreciate your business.  I look forward to hearing back from you.

  Regards,

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

  Customer Care Management

  Case ********

  Customer Answer

  Date: 08/15/2022

  Complaint: 17650166
  
  I am rejecting this response because:

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

  I appreciate your reply, although I wished to get attention from your company much earlier.

  I believe you are still not getting the issue despite my attempts to clearly explained it.
  Air Canada refunded the unused ticket ($882.53), therefore there is no need for you to check with them. However, for this inconvenience I was forced to pay the ticket for my return to US $1434.79 (ticket: $1393.11, foreign exchange rate: $41.79). This means that because of a United Airlines mistake, which you also admit in your email, I lost a net $552.26, without counting the struggle and discomfort I had to face due to a poor and uncapable customer care service.
  Therefore, I am requesting you a reimbursement check (NOT A VOUCHER) of the amount of $552.26 at a bare minimum.
  I am not interested in any voucher, therefore please void the $150 one you mentioned.
  
  In case I do not hear back from you this week with a positive answer, I will proceed with a small court claim, hoping to find a judge that can clearly see the basic violation that your company is making on my case.
  I hope you understand my frustration on this process.

  Sincerely,

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

  Business Response

  Date: 08/19/2022

  Dear Mr. Zappaterra:

  I'm sorry if my response added to your frustration.
  
  My intention was to apologize for your experience, and I regret if that wasn't conveyed in my previous email.

  Our records show that you spoke with my Colleague *** on August 16th regarding this matter.  It looks like a refund for the unused portion of your ticket has been requested - 38159138 - and a $250 electronic travel certificate has been issued as compensation for this very negative experience.

  I'm so sorry that this happened.

  We look forward to seeing you on a future flight with United Airlines for a much more positive experience.

  Regards,

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

  Customer Care Management

  Case ********

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I normally have great experiences with United Airlines. But this trip was absurd.My confirmation number is E1GVHW and my name is ****************************3 of my 4 flights were severely delayed.United Airlines caused me to miss 2 important business meetings because they were more than 5 hours late to my destination, despite there being no weather delays. Purely mechanical/no pilot.They have offered no compensation. 5+ hours late.And to be clear, they changed my flight itinerary JUST 4 HOURS BEFORE TAKEOFF.I was originally scheduled to land in ******, ******* at 8:35 am, but instead landed close to 2:00 pm.For my return flight, I had 2.5 hours to make my connecting flight. But we arrived 2.5 hours LATE, and I barely made my connecting flight by running 1.5 miles through the airport, and only made the flight because the final leg was also delayed.They also delivered my checked bag an incredible 5 full days after I landed. The bag did not make it back with me. I got a hold of them on the phone 2 full days after I landed after multiple calls and multiple hours on hold, and yet it still took them 3 full days AFTER that to deliver my bag to my home, which is 25 min from the airport.I assumed the bag was lost, and had to purchase $200 in nutritional supplements, $170 in new shoes (2 pair), and at least $1100 in new clothing, including a $500 sports coat.They have offered no compensation.I have emailed United Airlines more than a week ago with no response.I have called to be put on hold for more than an hour with no answer.I expect $600 refund for the delayed flight, and $1,500 compensation for the lost bag.

  Business Response

  Date: 08/15/2022

  Hi *****:

  I'm so sorry to hear about your recent trip to ****** and for all the issues you had along the way. I sincerely apologize for the added stress and inconveniences, including multiple delays, a delayed bag, and other expenses. I certainly understand your frustration and hope to make this right.

  I must respectfully decline your request for compensation under ** law for your delayed flight into ******. We understand that the disruption was very frustrating, and we regret that our performance this time disappointed you. The flight in question did not originate in an ** signatory state; the European Regulation EC261/2004 is therefore not applicable to this case, as United is a U.S. flagship carrier and not an ** Community carrier. Your understanding is appreciated.

  Regarding your delayed bag and your expenses: I strongly encourage you to submit a claim to our ***************************** if you haven't done so already. They are best equipped to handle these issues and will respond to you separately for this claim. Please see the link below and click the "Submit a claim" button towards the bottom of the page.

  https://www.united.com/web/en-us/content/travel/baggage/delayed.aspx?POS=US

  In addition, as a goodwill gesture for your experience, I will also send you ***** miles to your MileagePlus account. Please allow 1-2 days for the miles to reflect. I hope that you will use these miles and give us another chance to make up for this unfortunate incident on a future trip.

  Thank you for flying United Airlines and for being a loyal MileagePlus member. We greatly appreciate your business.

  Regards,

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

  United Airlines

  Corporate Customer Management

  case: ********

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17653295
  
  I am rejecting this response because:

   

  20k miles does not even cover a short, cheap 1 way flight.
  
  This is COMPLETELY unacceptable.  5 hours late and you offer 20k miles?
  I did not get by luggage back for 5 DAYS.

  And I am NOT going to try and contact baggage again.  I could not get ahold of anyone
  at United via phone or a reply via email, which is why I went to the BBB.
  
  I do not accept your offer.
  
  Also, I checked my account, under email ********************** account number ********, and not

  only are the 20k miles not there, but the miles I should have received fro the ****** flight are not there!  I have zero
  miles in my account!
  

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

  Business Response

  Date: 08/19/2022

  Hi *****:

  I'm so sorry to have disappointed you with my response and your offered compensation, as that was not my intent.

  Regarding your miles deposit, we had another MileagePlus account number listed for you. Thank you for clarifying the account number. Per your request, I have issued the ***** miles to the correct MileagePlus account (WN130957), which should be arriving in the next day or two at the latest.

  I wish there was more that I could do directly to help you with the additional compensation for your delayed baggage issue, however, these issues must be handled by our ****************************** as they are the experts in this area. Please try and contact them again at your convenience so that we can get you the additional compensation you deserve:

  If you have any more questions, you can also call our ********************** at **************. If youre outside the U.S. or ******, call **************.

  It's always great to hear from our MileagePlus members. Have a great weekend!

  Regards,

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

  United Airlines

  Corporate Customer Care

  case: ********

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17653295
  
  I am rejecting this response because:

  For the third time, I have TRIED contacting the baggage center but cannot get a hold of or response from ANYONE. That is why I am here.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/01/2022

  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!On July 11,2022 my daughter Eumi Aspen **** who is 13 years old traveled to ******* as an unaccompanied minor. She was on the flight UA2287. This was my first time sending her off by herself. I was not given a proper instruction during check in that I have to stay with her until boarding time. I had to leave her because my husband had to go to work early but I was on the phone facetime with her until she boarded . Secondly, I received a phone call from my daughter when she arrived in ******* sounding distressed & stated that she was scared & asking me where she's supposed to go! I facetimed her & gave instructions to wait for her godmother who is picking her up! I was so enraged because one of the flight crew members should have handed her over to the designated pick up person, ask for an ID to make sure it's the right person. My daughter stated she also was not given instructions while still on the plane to wait for the attendant upon arrival. What made me so mad even further , no one has ever contacted me or the godmother who is picking her up if she has my daughter. I have emailed United about this & no one has contacted me.

  Business Response

  Date: 08/15/2022

  Hi Armi,

  I'm so sorry to hear about you and your daughter's recent trip to ******* and for the issues you had regarding the handling of your daughter's flight. I sincerely apologize for the added stress and inconvenience this caused you both. I certainly understand your frustration, as it can be scary knowing your child is having trouble traveling alone.

  Thank you for taking the time to let us know about these issues. I will be sure to pass it along to our local management teams for review with the employees involved. It looks like there was some confusion regarding unaccompanied minor procedures between you and the original agent and we apologize for not being more clear. I appreciate your feedback so that we can hopefully prevent this from happening again in the future.

  As a goodwill gesture, I will submit for a refund of the unaccompanied minor charge of $150 for the ******* segment of your daughter's ticket back to the original form of payment. Please allow up to 10 business days for our Refunds team to process. Thank you for your patience during this time.

  Thank you for flying United Airlines and for being a loyal MileagePlus member. We greatly appreciate your business.

  Regards,

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

  United Airlines

  Customer Care Management

  case: ********

• Initial Complaint

  Date:08/01/2022

  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 ticket on January 6th from United Airlines going from ********* to *****, ********. I paid extra for Economy Plus and for the ability to be able to choose my seat. I chose seats 7A and 7B for all legs of the flight. On June 29th the first leg of my flight they changed my seat, on the second leg of my flight they also changed my seat. On my return flight they also started to change my seat. I called the United representative about these changes and was told that changes could only be made at the ticket counter and I would have to accept the seat changes they made without receiving the extra money that I paid to select my seat. My sister also upgraded her seat and her seats were also switched when it came to the day of the flight. On my way back from ***** to the United States I asked at the agent desk to be returned to my original seats of to receive a refund for the upgraded expense that I had paid to select my seat which was then voided. I was told I could not get my seat back. To add insult to injury, not only was my child subjected to extra security screening after I asked for redress, but while I was seated on the plane the same ticket agent changed people from the seat I had bought, that I was told could not be changed, to another set of passengers. She looked me in the eye when she did this. I patiently flew back to the states and in ****** I approached customer service with **********************. I wanted to receive a return of my upgrade fee for the 3 legs of the journey in which my seat was changed and then resold again. They would not give me compensation even though they had obviously sold the same seat twice. If I hadn't taken a picture of when I bought the seat they would have denied it entirely. I want to receive compensation for the 6 seats that I paid an extra price to choose my seat for but was denied the seats I chose. Not once but 3 times. For the last leg of my journey they finally gave me my seats but they did not redress the other 3 times.

  Business Response

  Date: 08/15/2022

  BBB Case # ******** 

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

  I'm sorry that your seat was changed on your recent flights.
  
  Seat assignments can change unexpectedly due to aircraft swaps, schedule changes or other unforeseen circumstances. Still, I understand how disappointing it can be to not sit in the seat you requested.

  Although you were unable to travel in your original selected seats, you did travel in Economy Plus seats, and therefore we must respectfully decline your request for a refund.  The purchase that you made as an Economy Plus bundle for you to sit in Economy Plus on both of your flights.  I have checked our records and you in fact traveled in Economy Plus on your flights.
  
  I have shared your feedback with the appropriate teams so we can continue to improve our service.
  
  We appreciate you choosing United and look forward to welcoming you on your next flight.

  Kind regards,
  ***********************
  Customer Care Management

  Case ID:  ********