Business Profile

Airlines

United Airlines, Inc.

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Complaints

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

Customer Complaints Summary

4,241 total complaints in the last 3 years.
1,368 complaints closed in the last 12 months.

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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:08/01/2022
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.
Reservation # GE36204U. After multiple phone calls and emails I have been directed from United Airlines, to United Vacations, back to United Airlines. After being told to contact United Vacations I received this message this morning:"We appreciate the opportunity and time to address your concerns for your flight. Please allow me to explain that United Airlines and United Vacations are two different companies. We do not have control over the new flight that they give you when their flight is canceled or the amount of the refund on the cancelled flight."We were contacted by United Airlines on the evening of 7/4 and were told we would be able to take a 'better/quicker' flight home. We accepted the offer for the flight from ***** to DC, and DC to ******** bringing us home earlier than the original flight. We were also told we would be receiving a 'generous offer' for accepting this. What are we receiving for accepting this flight? Miles? ******* those have not appeared in my account. Once we arrived in DC, we were notified our connecting flight was cancelled and we would be taking TWO additional flights bringing us home the following day. We could not wait that long to return to ******** as Samantha ******* the other passenger) was out of her needed epilepsy medication. I rented a car for $265.34 and paid for a gas total of $44.04. I would like a credit for this or miles in my account since you have made it clear we will not be receiving a fair refund. This is the worst customer service I have ever received from an airline.
Business Response
Date: 08/15/2022
BBB Case # ********

Dear **************:
I apologize for your recent experience with your schedule change and flight cancellation.

I know you didn't receive the level of service you deserve as a customer and MileagePlus member.

Your satisfaction is important to us, so I'm going to deposit ****** award miles into each of your MileagePlus account. This will be reflected on your account balance within the next few business days.

We appreciate you reaching out and look forward to seeing you on board with us again.
Kind regards,
***********************
Customer Care Management
Case ID: ********

Case ID: ********
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.
On July 27, 2022 my family flew on OS760 with connecting UA flights UA9849 and UA1603. We spent over 30 days visiting Europe and had 6 checked luggage pieces. When 3/6 of our bags did not arrive for customs, we were told to board our connecting flight and file a delayed baggage claim with UA. Upon arrival, at 5:30 PM, I filed a claim at the baggage counter (claim #PHX92893M) and was informed that 2/3 of my missing bags were coming on a flight from ******* at 8:30PM that evening. The other missing bag (a car seat) was in ****** and would arrive within a couple a of days. It is now the 5th day since our return and I havent received any of my bags. I have made multiple calls to United with hold times well over ***** minutes and was informed that one bag made it to ***. When I checked my claim for updates, the delivery note states to wait for all bags. I called and tried to have this removed so that my delivery is ASAP nothing is updated. We traveled to many places for a long time and a majority of our clothing was packed in our luggage. In 2/3 of the missing pieces is all of my wifes clothing, my shorts, tees, and socks, and my childrens clothes and shoes. These suitcases are 50lb each and have many valuable things inside. When I asked what I should do for clothing in the interim, I was told that United can offer $100 for expenses incurred for delayed bags. This isnt nearly enough to clothe our family. I submitted an initial claim 2 days ago for expenses but my children start school and need more clothes which I purchased now. I would at least like the one bag that has made it as soon as possible and I would like reimbursement for the new clothing Ive had to get for our family this week. We are lucky to be home and to not need toiletries and to have other shoes to wear at least but clothing for a family of 4 is expensive and we need more than $100 to cover it. United customer service is impossible to work with!
Business Response
Date: 08/15/2022

BBB Case # ********

Dear ***********************:
I'm sorry your luggage traveled on a different flight than you, and regret the inconvenience this caused.

We never want our customers to be separated from their luggage, but there are times when this occurs due to operational needs or unexpected situations. While I hope this doesn't happen in the future, I recommend packing items like medication, prescription eyewear, required travel documents and personal items in your carry-on bag just in case. Our ************************* handles all claims related to delayed baggage. If you need assistance regarding your claim please contact our ************************* at: **************.
I'm sending you an electronic travel certificate for United and United Express flights which will arrive via email in a few days.

I've shared your feedback with our Baggage and Operations teams so we can continue improving our services.

We look forward to rebuilding your confidence in our service, and hope you'll give us the opportunity to provide you with a more positive experience in the future.
Kind regards,
***********************
Customer Care Management
Case ID: ********
Customer Answer
Date: 08/16/2022

Complaint: 17651202

I am rejecting this response because:
While I understand that luggage gets separated from travelers and things occur that are beyond our control, I think that United Airlines should be flexible enough to compensate travelers for the inconvenience and not just send a travel voucher for a single ticket. I spent a few hundred dollars getting clothing for my family of four and I spent several hours on the phone calling for updates and trying to have things resolved. Thank you, United Airlines for suggesting that I pack better carry on luggage but we travel very frequently and our carry on luggage is constantly checked free of charge because the airplane gets filled up. For this trip, we opted to pack a small backpack for each of us with a simple change of clothes. I think it would be reasonable if United Airlines sent me a check for the amount of money that I spent while waiting for my luggage rather than a travel voucher that I am not interested in at this time.

Sincerely,

Adis
Business Response
Date: 08/18/2022
BBB Case # ********

Dear ***********************:
I am sorry that you do not want to use the certificate that was offered as a customer goodwill gesture. I will submit a request to have it voided.
As I mentioned in my previous email, you will need to contact our ************************* directly at ************** or by email at *********************************. We appreciate your understanding that the ************************* handles all claims related to a delayed bag such as interim expense reimbursement. You may also go online at www.united.com/bags and file the delayed baggage claim form under Travel information > Baggage Information > Issues with your checked bags
Regards,
***********************
************* Management
Case ID: ********
Customer Answer
Date: 08/20/2022

Complaint: 17651202

I am rejecting this response because:
*****, while I understand that certain circumstances are well beyond your control and that the travel credit was indeed a gesture of kindness for my inconvenience and having to deal with sub-par customer service, I think I have exhausted my resources with the baggage claim department. Not only did I reach out to them, submit all the necessary documentation, and was placed on hold for well over 40 minutes every time I calledmy efforts ultimately led me to file a complaint here. I feel that this response from you has quite literally led us to a complete circle and I am back to explaining why I am complaining in the first place. The baggage claims department is understaffed, not helpful, and my baggage was delayed several days with the baggage claims representative offering me $100 if I submit receipts among other documents through the website. I am not trying to be difficult or request extraordinary measures to be taken. I am just requesting proper reimbursement for my expenses not even considering the amount of time spent on phone calls and trying to purchase things that my family of 4 needed while we waited for our luggage.
The whole purpose of my complaint through the BBB is precisely the same exact issue that your previous response to me presents: nothing can be done for me, I have to jump through hoops, provide a mountain of evidence, only to be ignored and brushed aside.
Is there any way that you are able to handle my claim, look over the documents Ive submitted, and rectify the issue fairly?

Sincerely,

***************************
Initial Complaint
Date:07/31/2022
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 bought a business class ticket from United Airlines from *** to ******** (3 day stop) and then to ********. My ticket (attached file) clearly shows that I can check in 2 free bags (under 70 lbs) for all my flights. My flight from ******** to ******** was operated by Turkish airlines. In Brussels, I was told by Turkish airlines that the ticket that United has bought on my behalf from Turkish airlines does NOT have "any" baggage allowance. I had a very stressful time at the airport trying to resolve this issue. I asked the United representative at the airport to re-issue my ticket or help me avoid this fee. However they did not resolve the issue and I had to pay 376 EUR for checking my bags (which was my only option to get on the plane). As a business class customer this was a terrible experience. I tried contacting United customer service many times and I have not got any valid reimbursement. I have attached the receipt for the 376 EUR that I have paid for checking my bags as well as my ticket that clearly shows I had 2 free checked bags allowance. I am requesting a full reimbursement for this fee. This is the minimum I'm expecting from United airlines for my horrible experience that day at the airport.
Business Response
Date: 08/15/2022
Dear ****************,

I am responding to BBB Complaint ID ********.

I'm sorry that you were surprised with an unexpected baggage fee during check-in with Turkish Air.

I know that it's disappointing to pay a fee you weren't expecting, and regret any misunderstanding. When traveling on another carrier, they may charge bag fees based on their policies.

To make this right, I will email an electronic travel certificate which will arrive within the next few business days. It can be used on a United or United Express flight, and we hope you'll use it to give us another chance.

We appreciate you providing your candid feedback and look forward to welcoming you on board again soon.

Kind ************************************************************ Management
Case ********
Customer Answer
Date: 08/16/2022

Complaint: 17649851

I am rejecting this response because:
Respectfully, I have two objections regarding your response:
1 - You mentioned that I know that it's disappointing to pay a fee you weren't expecting, and regret any misunderstanding. When traveling on another carrier, they may charge bag fees based on their policies. You are framing the problem as a misunderstanding from my side, as your client. If what you are saying is correct, then United is misleading the clients when selling them tickets with hidden fees. Misunderstanding happens when clients dont carefully see the terms of their tickets. My ticket has a clear and big table that indicates all of the connections (including those operated by Turkish airlines) have 2 free checked bags included. This is contrary to what youre stating. If this fee was known to United, then United must have clearly indicated that on the ticket at the time of purchase otherwise this is misleading the clients to buy a ticket with hidden baggage fees. The only explanation that I can accept is that this was a mistake in your ticketing system and for that I request full reimbursement.
2 - For my understanding, and for the purpose of BBB reviewers and future clients who might read my review, please specify the amount and terms of the travel certificate that youre issuing. Please note that I have paid 376 EUR for my bags and I wont accept any form of reimbursement thats less than the value of the money I have paid. Please note that this is the minimum that I expect: beside this fee, this issue caused me a huge inconvenience at the airport, I couldnt use the airport lounge as a business class customer since I was trying to figure out this issue at the airport, and I had to take time off work to call your customer service directly many times to resolve this (without getting any valid response). Without clarifying the reimbursement amount, unfortunately I cannot accept your response.

Sincerely,

***********************
Business Response
Date: 08/22/2022
Dear ****************,

I am responding to BBB Complaint lD 17649851.

As per my response to your DOT complaint, I have issued you a travel certificate for the amount paid for the baggage fee on the other airline.

We greatly value your business and MileagePlus loyalty. It's always a pleasure to serve your travel needs.

Kind ************************************************************ Management
Case ********
Initial Complaint
Date:07/31/2022
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 18, 2022 we flew to ******* from ****** ******* via ******** Airlines, a subsidiary of United Airlines and the Star Alliance. We collected all of our baggage at ****** customs to continue on our return flight to ************* via United Airlines. We rechecked all bags with United. Our layover in ******* was approximately 5 hours. All bags made it to *** except for one. We filed with the *** United bag agent who said the bag was last scanned in ******, however we picked up the bag in ******* and gave it directly back to United for the domestic flight. We have made daily checks to *** and ******* restating the issue many times, twice we have been told the bag was scanned otherwise they have not been able, they say to locate it. We feel it is in ******* with a tag checking it to ***. We do understand they are short on staff and many bags are "lost" right now, however it seems the issue has been taken quite lightly over these past 2 weeks. At this time, we have completed the formal claim with United Airlines and filed a complaint with the ****************************. We feel the bag should be able to be found in the ****** ******* baggage area. If not, I would consider one of their staff to have taken it. The bag tag is **********. The claim reference number is OKC54778M. Thank you very much for your time and any assistance you may be able to provide, we are extremely grateful.
Business Response
Date: 08/15/2022
Dear *******************,

I am responding to Complaint ID ********.

I'm sorry that your bag was lost during your return flights. We work hard to make luggage available as soon as possible. At times, unexpected issues make this difficult.

I have reviewed your claim and see that the bag has not yet been located but them claim was last updated on August 12, 2022. Please contact our ************************* at **************, as they handle all baggage related concerns.

Your satisfaction is important, so I'm sending a $150 electronic travel certificate which will arrive via email within a few business days. It can be used on future United and United Express flights.

We hope you'll give us another chance to show you how much your business matters.

Kind ************************************************************ Management
Case ********
Initial Complaint
Date:07/30/2022
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 purchased an economy plus seat and a preferred location for both outgoing and return flights. On the outgoing flight, my seat was a window seat in the exit row. Im nearly six feet in height. The bulkhead from the exit door extended into my space, giving me below average foot space. There was no way to stretch out ones legs to any degree. United charged me a premium for a worse-than-average seat.On the return flight, Id selected an aisle seat. During the check-in process I noticed that my aisle seat choice had been replaced by a middle seat assignment. I changed the seat to an aisle seat and received confirmation on the screen of my new choice. When I arrived at the airport Id been re-assigned to a middle seat. When I complained they said "sorry, the flight is full." I have broad shoulders. It is very uncomfortable for me to sit in a middle seat, especially for 11 hours. Again, in lieu of an economy plus seat I received a worse-than-average seat.When I purchased my ticket I requested a gluten-free meal. I was happy to see that meal selection reflected on the pre-boarding confirmation and on my ticket. However, the gluten free meal was not onboarded and I had to survive on nuts Id brought myself for the 11 hour flight. Im a celiac and cant take risks with food not certified gluten free.Finally, when I filed a complaint online with United, the system gave me a refund for my preferred seat, but the refund is a "flight credit", not cash. I paid for something I did not receive. I had a lousy flight in both directions. I should not get a credit, but a full refund.
Business Response
Date: 08/16/2022
Dear ***************:

United Airlines has received your message from the Better Business Bureau. BBB
Please accept our apology for the dissatisfaction in your seating and for the missed meal. Understandably, this made for a very poor experience.

We show one refund for the $242, did go back to your credit card previously. I have voided the three vouchers, one for $207,and two for $42. We will be issuing refunds back to the credit card, please allow up to one billing cycle for the funds to post.

Please not normally used services are not refundable, and exact seat assignments aisle versus middle are not guaranteed. However,we were pleased to be able to make this exception and get these refunds taken care of for you.

I will be also sending you ****** miles into your MileagePlus account as a gesture of regret for the gluten meal that did not happen. Please allow a few days for the miles to post.

We will always be grateful for your business as a MileagePlus member and look forward to welcoming you onboard a future United Airlines flight.

Regards,

Summer ******

Customer Care Management
**********************
Case ********
Initial Complaint
Date:07/30/2022
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.
Please see that attached letter that I submitted to United on June 18, 2022. A summary of the issue is that we booked on the United website, with United frequent flyer miles, flights on ********* Airlines for June 7, flying from *********, ************ to *********, ******* with a layover in *********** ET 846 and ET 706. On May 25, 2022, we received an email from ********* Airlines stating that our CPT-ADD flight was now leaving on June 8, 2022 with our connecting flight from *****-********* still one day earlier, on June 7, 2022. My husband and I spent over two hours each on the phone with United (because the original booking was through United, Ethiopian Airlines couldn't do anything) to rebook us onto flights that made sense. We even offered to be flown to anywhere in Europe, and we would have been willing to get a train back to *********. However, they kept saying nothing was available and offered no solutions. Therefore, we had no choice but to book a brand new flight on a different airline at the cost of $2918.02. Coupled with the tax ($309.50) on the original Ethiopian flights that we couldn't take, our total refund request is $3,227.52. Attached is the letter we sent to United on June 18, 2022 and while they returned the ******* miles to my husband's frequent flyer account, they have not addressed the money. I have tried calling them to resolve this issue directly with them, but after hours on hold, I still cannot speak to a person who can help me. Thank you for your help. *************************
Business Response
Date: 08/16/2022
Dear *****************:
United Airlines has received your message from the Better Business Bureau. BBB
Please accept our sincerest apology for the unexpected schedule change disrupting your travel. I am so sorry this resulted in a cascade effect to your return plans as well.
Our goal is to create a seamless travel experience between Alliance carriers. Each carrier does operate on their own system and internal communication between one system to another can be limited. This can result in errors between systems. Once space on a carrier is lost (cancelled),it can be difficult or impossible to rebook.
I am so sorry we were not able to correct this for you. Understandably, you did not want to be stranded overnight or longer and chose to seek alternate transportation.
You will be receiving the refund for the taxes and fees, please allow up to a few weeks for the funds to post back to the original form of payment.
While we are not able to offer reimbursement for the new ticket purchased with another airline, we would like to offer you our maximized goodwill. You will each receive a $500 United travel voucher by email in the next few days.
We do value your loyalty as Premier members and truly regret this happened. We appreciate your understanding we are not able to do more in terms of paying for your alternate travel with another carrier. Normally, if this occurs, we will continue to work until we can correct the ticket; however, from your email, it seems the availability was not there in the amount of time needed. Ticket restrictions can limit options as well.
If you prefer a mileage goodwill option in lieu of the $500 vouchers, I can void the vouchers and send you each ****** miles. In the meantime, I will go ahead and get those vouchers out to you.
We will always be grateful for your business as MileagePlus Premier members and hope we can leave you with a better impression of our ************************* in the future.
Regards,

Summer ******

Customer Care Management
**********************
Case ********
Initial Complaint
Date:07/30/2022
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 bought the tickets for me and my daughter (***************************) from KUL-*** on 7/1/2022, ticket price $853.77/person, total $1,707.54. I cancelled the flights on 7/6/2022. At the time of cancellation, I was offered a choice to refund to my credit card, or get the refund in travel credit.There was no mentioning of fees for the refund to my credit card.I choose to have the refund to my credit card. But the actual refund is $762.81/person. United charged me $90.96/person.I submitted a request to United to refund me the fees as it was not made clear to me there are fees associated with the refund to credit card choice during cancellation, but was denied.
Business Response
Date: 08/16/2022
Dear ** Yu:
United Airlines has received your message from the Better Business Bureau. BBB
We apologize for any confusion regarding your refund. The change penalty of $90.96 per ticket is part of the fare restriction for the fare purchased. This would have been withheld with either form of refund, as this was part of the terms agreed to at the purchase time.
Understandably, the minute details of fare rules are not something that most persons peruse when purchasing a ticket. I know that I am not one to do this either.
I am pleased to offer an exception and authorize a refund of each change penalty. I have reached out to our refund team to process these refunds. Please allow a few weeks for the credit to post.
We will always be grateful for your business as MileagePlus members and hope we can leave you with a better impression of our service in the future.
Regards,

Summer ******

Customer Care Management
**********************
Case ********
Initial Complaint
Date:07/29/2022
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 accidentally booked a flight for August 26th - August 29th as a ROUNDTRIP flight with United when I wanted to book a flight for July 29th - August 1st. This is important to the story. I went to the airport on July 29th and the lady at the United desk was kind enough to change my flight to July 29th for no-fee, and assured me that my return flight to ********* could be changed on United.com for me to switch to August 1st. Now, when I call United, they insist that the trip was switched to a one way flight and that they could only offer me a $54 credit. This is absolutely ridiculous because I have a family obligation on August 1st that needs me to be back in *********. All I asked of United was to at the very least refund my return trip so that I could book a new flight, but they refused and only offered me the $54 credit which would barely cover half a flight.
Business Response
Date: 08/15/2022
Dear Mr. **************** received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry for any possible misinformation you may have received regarding our policy on ticket refund. However I am unable to locate your unsed ticket based off the email you provided. So I may further review your flight experience, please reply with the following information:
Confirmation number
Name on ticket
Ticket number
Flight number
Travel date
Origin/Destination

I look forward to your reply and the information needed to review your flight experience.

Regards,

***************************
Customer Care Management
**********************
Case ID ********
Customer Answer
Date: 08/19/2022

Complaint: 17645559

I am rejecting this response because:
When I came to the airport, I was PROMISED a flight ticket change free of charge to be changed on my roundtrip flight to ******* on my departure flight. The attendant at the desk assured me that it would be ok to change it and that I would still have my return flight there for me to change as well when I needed to. I had a family funeral to attend to, so, that is why the flight was changed. However, when I checked my return flight, it no longer existed. I've been on the phone for hours attempting to get a refund for the NEW flight I had to book back home even though I told United I wa told my flight was supposedly not changed to a one way. This is absolutely ridiculous. I even filed a refund which I didn't get, which makes absolutely no sense (ticket number on this refund is *************).
Name on ticket: Milind Jetty
Ticket number: ************* and 0162426133613
Flight number: LNM6MF and CLV0P4
Travel date: July 29th - August 1st
Origin/Destination: ********* (***) - ******* (***)

Sincerely,

Milind Jetty
Business Response
Date: 08/26/2022
Dear Mr. ********************* you for your reply and providing me with your ticket details. I want to apologize again for any possible misunderstanding you may have regarding our ticket policies. From the information you provided, our records show that the tickets you purchased were non-refundable / restricted tickets. When making a voluntary change to your ticket a service fee will apply and sometimes may pay a fare difference if applicable. These restrictions are advised at the time of purchase and advised on your e-ticket receipt(s).

In review of Confirmation Number: LNM6MF (ticket number: **************), our records show that you have USED this ticket to travel on: UA1693 1AUG22 ******* to *********
Therefore since the ticket has been used, it is no longer eligible for a refund.

In regards to Confirmation Number: CLV0P4 (ticket number: *************), our records show that your ticket was PARTIALLY USED and travel was on UA224 29KI;22 ********* to *******
Therefore I have contacted our ****************** for them to view your ticket and determine the possible refund on your non-refundable tickets. Our ****************** will contact you within 30 days to advise you of your ticket status.

I realize your experience with has been disappointing. We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind. As a gesture of goodwill, I will be sending you an Electronic Travel Certificate ($300.00) for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your ETC will arrive in a separate email containing details on how to redeem your certificate.

We consider it a privilege to serve you and look forward to the opportunity to see you aboard the friendly skies of United soon. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.

Regards,

***************************
Customer Care Management
**********************
Case ID ********
Initial Complaint
Date:07/29/2022
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 had a flight to ***** where my bags were lost and my flight was canceled. The bags have not been returned and the airlines is doing nothing about it. This needs to be resolved. The flight was July 1st from *** to ***** *********.
Business Response
Date: 08/15/2022
Dear **************** and Ms. ******************** received your letter from the Better Business Bureau regarding your recent experience with us. I am very sorry to learn of your flight disruption with our Star Alliance Partner and apologize for your baggage delay when you traveled with us on July 1st, 2022. From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment.Please be assured, it is never our intention to deliberately cause you distress of any kind.

Based on my findings, our records show that you were in previous communication with our ************************* regarding your baggage delay and received an Electronic Travel Certificate (SEE CASE ID *********. I would like to extend my apology by sending each of you another Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. This certificate may also be combined with the previous certificate you received. Please allow 3 to 5 business days for processing Your ETC will arrive in a separate email containing details on how to redeem your certificate.

We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.

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

Regards,

***************************
Customer Care Management
**********************
Case ID - ********
Initial Complaint
Date:07/29/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was scheduled on flight UA1580 on Monday June 13th, departing from ORD and scheduled to arrive at *** at 12:10 AM PDT (+1). Flight UA1580 was cancelled due to a crew-related scheduling disruption. I was then re-booked on flights UA691 and UA238, and arrived at *** at 12:51 PM PDT. My booking confirmation number was F9X45J.Because my delays were caused by a flight cancellation within United Airline's control, section 19 (1) of the Air Passenger Protection Regulations applies, and United must provide me with $1000 CAD in compensation. United has not responded to my compensation request within the allotted 30 days.
Business Response
Date: 08/15/2022
Dear ******************,

We received your letter from the Better Business Bureau regarding your recent trip with us. I am very sorry to learn of your flight disruption and unpleasant experience when you were scheduled to travel with us on June 13th,2022. Based on the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment.Please be assured, it is never our intention to deliberately cause you distress of any kind.

In regards to your claim to receive ****CAD under Air Passenger Protection Regulations, I show that you have been in previous communication with my colleague (***). See Case ID ***************. Our records show that a request to receive ****CAD has previously been submitted on August 7th, 2022. If you do not receive your monetary compensation after 30days, we ask that you continue your follow up with ***. This is to avoid possible discrepancies and delays regarding your claim.

Regards,

***************************
************* Management
**********************
Case ID - ********

***************************
8/7/2022 5:57:07 PM
Hi Alexander,

Thank you for your response. Im happy to assist.

As yet, we do not have the automation to in place for electronically transferring funds via email address. Today I have requested our accounting office to process a wire transfer in the amount ****CAD to the account you specified, representing compensation under the Air Passenger Protection Regulation (APPR). If additional banking information is needed, our ************* Payments team will reach out to you via email for follow-up from the email address: *******************************************. Please allow up to 30 days to complete. As yet, we do not have the automation to in place for electronically transferring funds via email address.

Again, please accept my apology for the inconvenience this flight canccllation caused that day. We would love to welcome you on board a future United flight for the opportunity to provide a better travel experience.

Very sincerely,

***
************* Management
Case ID: ***************

************************************
::: ORIGINAL EMAIL :::
From: **********************

Message:
Hi ***,

Thank you for your reply. I will be rejecting the flight voucher and would like to receive the cash compensation. Note that sending an Interac e-transfer to ********************** would be the easiest way to resolve this.

Please find attached a void cheque as well as my banking information below:

Account Name: *********************************
Account Holder Address: **************** Street
Tax ID #: Not Applicable
Account #: **********
Bank Name & Address:
Tangerine
3389 *************., *******, **
M2H0A1
IBAN #: Not applicable
Swift #: 614

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.

Sincerely,

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

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