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

4,235 total complaints in the last 3 years.
1,360 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/29/2022
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 a United package for a trip to ****** for august 29- september 5th 2020. Due to covid the trip had to be cancelled. I have been trying to get my refund for 2 years! This not a $100 refund, this is a $2000 refund!!! It's ridiculous. I was promised checks more than once and have yet to receive them. I am so disappointed in this airline. I have called countless times and spent hours on the phone with no resolution. I have yet to receive a call back either. This shouldn't be so hard! It's been 2 years! I just want my money back! My name has since changed when booked. I was formerly *****************************. I got married in August of 2020.The trip package number is ***********.
Business Response
Date: 08/15/2022
Dear ********************,

We received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn you were unable to travel with us in 2020, we understand how Covid19 affected many of our passengers travel plans that year. I am also sorry for any possible misunderstanding you may have received regarding our policy on ticket refunds. However I am unable to locate your ticket based off the email you provided. So I may further review your refund request, please reply with the following information:

Confirmation number
Name on ticket
Ticket number
Flight numbers
Travel dates
Origin/Destination

I look forward to your reply and the information needed to review your refund request.

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 booked tickets for my flight to ****** from ****** (Leaving 7/16/22 at 6:05 am which was changed to 6:00am a few weeks before the flight) on 2/11/22. This flight had been so I could attend my final residency for my graduate program. I purchased the tickets early and ensured I would be there on time. I booked a rental car and hotel based on these tickets. I arrived at the airport at 4AM to get through security and park the car. When we got into the airport I was alerted my flight had been cancelled due to staff shortages. There had been one employee attemtping to assist those with cancelled flights. My fiancee and I had called United, we had been able to be accommodated on a flight from ******************* at 4pm that day. I stated I needed an earlier flight and she told me that would not be possible. I had to drive over an hour home, pay for an entire day at the airport parking, drive another hour and a half to philidephia (and pay for the ride since it was not return airport). Not only that, I had to pay almost $300 more for a rental car since my orginal one I booked the same week as my flight, was cancelled due to not arriving on time. United said they attempted to call the car company but the car company said they did not hear from them. I paid for baggage ahead of time for my flight that was cancelled. It was not refunded, or transferred over to my new flight. When I asked for a refund I was told no, hung up on and put on hold for over a half hour before being hung up on again. I had to re-pay for new luggage ultimately spending $140 on two checked bags. $70 of which for a flight that never happened. The return flight the flight attendant had been extremely rude and got in my fiancee's face about putting a bag in the above head stoarge even though there had been no room and it had been placed under the seat as instructed. I sent filed out four to five of the customer servicde forms on their website and have not heard back.
Business Response
Date: 08/15/2022
Dear ********************,

We received your feedback from the Better Business Bureau regarding your recent trip with us. I want to apologize again for your flight disruption and unpleasant experience when you traveled with us on July 19, 2022. From the events and behaviors you described, I regret you and Mr. ******** 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 have been in previous communication with my colleague (Avinash) regarding your flight experience. We show that an Electronic Travel Certificate was previously sent to each of you regarding your flight disruption and youre a refund was previously submitted regarding your baggage fees. (See Case ID ****************. While no additional compensation is forthcoming, 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 ********
**********************************

8/10/2022 4:02:55 PM
Hi ******,

I'm sorry to hear about the flight disruptions you've experienced.

In these situations, we will offer the option to travel to a different airport to reach your destination sooner. When this happens, we're unable to offer a refund or reimbursement of additional expenses incurred.

Still, I want to invite you back for a better experience. I will send each of you a $100.00 electronic travel certificate (total value of $200.00) as a goodwill gesture. 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.

In addition, ********************* has already processed the refund of your unused portion of the tickets and also processed the refund of bag fee emds on August 05. It can take up to **** business days for this to be reflected on your account. You will receive refund information via email within 24 hours.

We want to be your airline of choice, and our efforts to improve our service are ongoing. Feedback like yours helps us focus our attention where it's needed most. I'll also share your feedback with the appropriate teams so we can improve on delivering a better travel experience. I appreciate you taking the time to share this with us.

As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

Regards,

Avinash
Customer Care
Case ID: ***************
Customer Answer
Date: 08/15/2022

Complaint: 17642216

I am rejecting this response because: I am now in debt due to United canceling my flight after arriving to the airport. I had to go through the BBB in order to get a refund and repaying for new bags. its been almost a month after my flight that I am getting a response. A flight credit does not pay off my credit card bills. I was not given any compensation for the extra money I had to pay for a ride to the new airport, or even food while waiting an extra 12 hours for my flight. I paid 300+ for a new rental car because of United not having enough pilots. How do I know this isn't going to happen again if I book a flight again??

Sincerely,

*****************************
Business Response
Date: 08/19/2022
Dear ****************** and ********************,
I am glad to receive your reply and appreciate having an opportunity to review your case. 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.
Based on your additional feedback regarding your flight experience, Id 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. These certificates may also be combined with the previous certificates you received. I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The certificates 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.

In addition, please reply with a copy of your car rental receipt and unexpected travel expense receipts regarding your sudden trip to ************. I will review them for reimbursement consideration.

As ************* representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. I look forward to your reply and the information needed to review your request.

Sincere regards,

***************************
Corporate *************
**********************
Case ID - ********
Initial Complaint
Date:07/29/2022
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.
During the pandemic United Airlines cancelled 3 flights I had scheduled for ***** of 2022. They refunded 50% of my money. I have reached out to them repeatedly to refund the remainder of my money. I was awarded the remaining fund in the form of credit. I have continued to asked them for money in the original form of payment and have received no response. In June of 2022, I tried to use the remaining credit. My returning flight was cancelled. I asked them to reissue my funds. They filed a new claim and again no response. They are withholding funds that I know I am legally entitled to.
Business Response
Date: 08/15/2022
Dear ********************,

We received your letter from the Better Business Bureau regarding your recent experience with us. I am very sorry to learn of your flight disruption and apologize for your refund discrepancy. 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.

However I am unable to locate your tickets based off the email you provided. So I may further review your flight experience, please reply with the following information:
MileagePlus account
Confirmation number(s)
Name on ticket
Ticket number(s)
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 - ********
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.
SEE BELOW LETTER IT STATES IT ALL. IT HAS NOT BEEN RESOLVED.
Business Response
Date: 08/15/2022
Dear **************** and ***************,

We received your letter from the Better Business Bureau regarding your recent trip with us. I am sorry to learn of your unpleasant experience and apologize for your lost bags when you traveled with us on July 14th,2022. Based on the events and behaviors 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.

From my findings, your tickets were issued from a travel agent, with United Airlines as the originating carrier. As stated, United Airlines is responsible to transfer, track and transport baggage to the destination on the ticket. As so,United Airlines transported your bag on UA124 from Newark to ******; from there was transferred to the connecting airlines (Aegean Airlines -A37272) from ****** to Chios ******. Please understand it is the responsibility of the last operating carrier to your final destination to ensure the baggage has been delivered. If you have not received your bags and/or claim for missing items upon your arrival in Chios ******, the we ask that you reached out to Aegean Airlines as they are the last operating carrier to your final destination.

Respectfully I regret your refund request has been declined as your tickets have been used. Once tickets have been used, they are no longer eligible for a refund. However I do realize your flight experience was disappointing, therefore as a gesture of goodwill from United Airlines, I will send you and your son an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your ETCs will arrive in separate email containing details on how to redeem your certificates.

We do want you to know that our ********************** and our 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.

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 - ********
Customer Answer
Date: 08/17/2022

Complaint: 17641975

I am rejecting this response because: The response from United Airlines was sent through my complaint with the BBB, the Airline has not as of yet contacted me directly, by email or otherwise and therefore the matter is not closed. Furthermore, the letter is vague with respect to the "credit" we were informed will receive.

Sincerely,

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

I am glad to receive your reply and appreciate having another opportunity to address your concerns and request. I want to apologize again regarding your baggage delay when you traveled with our Star Alliance Partner-Aegean Airlines (A37272 ****** to Chios ******). As previously advised your tickets were issued from a travel agent, with United Airlines as the originating carrier. As stated, United Airlines is responsible to transfer,track and transport baggage to the destination on the ticket. As so,United Airlines transported your bag on UA124 from Newark to ******; from there was transferred to the connecting airlines (Aegean Airlines -A37272) from ****** to Chios ******. Please understand it is the responsibility of the last operating carrier to your final destination to ensure the baggage has been delivered. If you have not received your bags and/or claim for missing items upon your arrival in Chios ******, the we ask that you reached out to Aegean Airlines as they are the last operating carrier to your final destination. You may also contact our ************************* at **************.

So we may further review your claim, please have your Baggage Tag IDs readily available. You may also fill out our Baggage Claim Form (see attached) and returned to our *************************.

We appreciate your understanding and cooperation in this matter.

Regards,

***************************
Customer Care Management
United Airlines
Case ID - ********
Customer Answer
Date: 08/23/2022

Complaint: 17641975

I am rejecting this response because: see below

Sincerely,

*************************
Dear ********************, Representative for United,

In your initial response you stated the following:
"Respectfully I regret your refund request has been declined as your tickets have been used. Once tickets have been used, they are no longer eligible for a refund. However I do realize your flight experience was disappointing, therefore as a gesture of goodwill from United Airlines, I will send you and your son an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your ETCs will arrive in separate email containing details on how to redeem your certificates".

In your response to my question about how you would be "sending" the credit, you failed to address the manner in which this would be received. The letter merely reiterates facts previously stated. Please address once and for all, if you were sincere about the "gesturer of goodwill" and how and to what extent United Airlines will be crediting my husband and son an electronic travel certificate.
sincerely,
*************************
Initial Complaint
Date:07/28/2022
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 4/26/22, I purchased an upgrade on United Airlines for $85.00 on a **** Gift Card. On 7/13/22, I purchased another upgrade and the $85.00 was refunded back to the card. On 7/15/22, I realized that I no longer had that gift card and asked multiple staff members to take money back from credit card and issue refund to me. I have been told that they have to issue the credit on the card that was initially used. I informed them again, that I do not have that card in my possession. I gave the agent the card number and pin on 4/**/**. However, on 7/13/22, they were able to submit for a credit without having the card number and pin. Now I am being told they can only issue refund to cad used initially. Since they did not have the card information on 7/13/22 to submit a credit, they should be able to use the same information to request the monies back from the credit card. The phone number they gave me to call and request help from **** ************** is a number with recorded messages only. United Confirmation #. HGBH44 - **********************************
Business Response
Date: 08/15/2022
Dear ********************,

United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.

BBB - 17640001

In review of your confirmation number; HGBH44, a refund was processed for the $85 Economy Plus seat fee back to the original form of payment to the card ending in ****, as you have mentioned.

Refunds are processed back to the original form of payment. To check the balance of your **** Gift card, please call toll **************. I hope this helps.

********************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.

Regards,

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

Complaint: 17640001

I am rejecting this response because: I have contacted the **** Gift Card on the number provided. They have requested that you provide me with more information for them to research this case. They are requesting the name of the first 6 numbers on card and the name of the Bank affiliated with the card. They stated that you should contact your processor to get this information. I would like you to speak with the person that placed the $85.00 refund onto the card and asked them for the documentation that they used to issue the credit. We both have the last 4 numbers of the card, however, ***************** says someone had to use more than those 4 numbers to complete the process. I still say these are the facts:
1. I gave you the complete gift card number to complete the transaction in April,
2. You apparently used the complete gift number card to reissue a credit to this gift card in July.
3. I have said repeatedly that I no longer am in possession of that gift card and as many resources that I have gotten involved in this case, it appears that I am not attempting to double dip for $85.00.
4. You continue to inform me of the process that is not working for me. I would like to hear a response from the person who processed this transaction and have them explain how they put $85.00 on this gift card if they did not have the complete card number.
Sincerely,

**********************************
Business Response
Date: 08/29/2022
Dear ********************,

United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome another opportunity to address your concerns.

BBB - 17640001

Our records indicate you contacted the **************************** (***) - Case ID - ************

Should you need further assistance regarding your refund request, please contact the *** and reference your case ID - ************.

********************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.

Regards,

*******
UA
Customer Care Management
Case ********

Customer Answer
Date: 08/29/2022

Complaint: 17640001

I am rejecting this response because:

Sincerely,

*************************** **************,
I appreciate your response, however, I do not believe you are reading my email entirely. The following are my concerns:
1. I have repeated informed you that this was a gift card and I am not in possession of this gift card any longer. Why do you continue to tell me the $85.00 was processed back to the original form of payment?
2. I have asked for the complete gift card number that this was processed back to.
3. I have asked to hear from the person who processed this transaction, so they can explain to me how it was processed if you do not have the complete gift card number.
4. My previous communication stated that when I contacted the gift card company on the phone number provided to me, they said the only they could help me was that I gave them the complete gift card number.
5. Overall, I see that your company was the last one to make a transaction using my gift card and you are unwilling to share that information with me.
6. When you give me that gift card number the transaction was processed to, I can call them and get access to that $85.00.
Your assistance is requested in answering the above concerns. I am well aware that it was processed back to the original form of payment, however, at this point, I still need more information before this concern is resolved. The way I see it, is United has the information that I need to close this case, but you appear to be unwilling to share that information with me.
Regards,
**********************************, RRT, FAARC

On Monday, August 29, 2022 at 01:55:35 PM EDT, <**********************************************************> wrote:

Hello ********************,

Thank you so much for your patience.

Our Refunds team verified that the $85USD was processed back to the original form of payment; reference #**********************.

If the funds haven't been added to the card, you will need to contact the bank that issued the gift card.

As always, thank you for choosing United Airlines, we look forward to welcoming you on board a future flight soon.

Sincerely,

*********************
United Airlines
DOT/CRO/Disability Specialist

Customer Care Management
Case ******************
Initial Complaint
Date:07/28/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing in reference to confirmation number MWBGD3 ,On July 21st 2022 at 11:30pm GMT, United was supposed to fly me from *****-***** to ********* ** and I was suppose to arrive in ********* on July 22nd at 9:05am Eastern time. I was delayed for over 10 hours and did not get to my destination till 4pm on the 22nd instead of 9:30am. I tried contacting United for a compensation for this long delay of service and nothing has been done about it. I want this to reach cooperate to resolve this inconvenience that caused myself and my family.
Business Response
Date: 08/11/2022
BBB Case # ********

Dear ********************:
Your time is valuable, and we're sorry this happened as we work hard to run an on-time airline. Sometimes there are unexpected issues that must be taken care of, but we'll work harder to meet your expectations.

Although highly desirable we do not offer round-trip ticket vouchers as part of compensation. I'm sending you an electronic travel certificate (ETC) for your future travel needs on United and United Express flights. It will arrive in a few business days to this email address. As long as the ETC is redeemed before expiring (one year from the original date of issue), you can travel beyond the expiration date. I'll also share your feedback with the appropriate teams.

Thank you for choosing us, and we hope to see you again soon.
Kind regards,
***********************
Customer Care Management
Case ID: ********
Customer Answer
Date: 08/11/2022

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,

Bonaventure Banahene
Initial Complaint
Date:07/28/2022
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.
refund reference # ************* i have not gotten a refund yet even though the united rep said they processed it. it has been more than business days as well.
Business Response
Date: 08/15/2022
Dear ****************,

United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.

BBB - 17637330

I've contacted our Refund team and have confirmed a refund request was received via your bank/ credit card company and your refund is complete. Please contact your bank regarding your refund.

I hope this helps:

Refund ID - ********************** ************************ CHARGEBACK 8/11/2022 - Complete CC-Chargeback accepted

****************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight.

Regards,

*******
UA
Customer Care Management
Case ********
Initial Complaint
Date:07/27/2022
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 April 17, 2022, my husband and I booked 3 flights for myself and our 2 sons using his mileage points on United Airlines. This flight was going from *** to the *** (with 2 stopovers)Reservation no:4J3SFR Passenger names: Jennifergeli Lainson (E-ticket# ***-2407749072) Benjaminhudson Lainson (E-ticket# ***-2407749075) Izakmemphis Lainson (E-ticket# ***-2407749086)On May 11, 2022, we received confirmation from partner airline ************ that seats were confirmed for our flights. United already assigned our seats and e-tickets for their leg.On the week of June 8, 2022 (1 week before departure), I was checking on my United App for my flight details. App says I had no booking for ***************. My husband called and found out that United had cancelled our flight without even notifying us.My husband tried to rebook our flights but now United is saying he does not have enough points to rebook the flights. They could only book the return flight.We had to book one way flights on Orbitz on June 9. On June 15, 2022 (3 days before departure), We find out the flight we booked on Orbitz was not good due to Covid restrictions in one of the stops. We were able to cancel this and rebook on different flights.Due to this being 3 days before departure, ticket prices are now very expensive.United Airlines canceling our flight at the very last minute without notification has caused a lot of stress, anguish and sleepless nights so close to our scheduled flight.I would like for them to compensate us for the one way trip we had to purchase at the very last minute due to them cancelling our entire booking without notification even though we had e-tickets and confirmed seats.The total cost is $4652.88 Attached are the following: 1. Copy of the e-ticket with confirmed seats for the 3 passengers 2. Copy of the Orbitz confirmation for the flight we had to purchase last minute
Business Response
Date: 08/11/2022
Dear *****************:

United Airlines has received your message from the Better Business Bureau.
Please accept our apology for the last-minute scramble to locate alternate travel plans.
Our goal is to create a seamless travel experience between Alliance carriers. Each carrier does operate on their own system and internal communication can be limited.

While one airline may show space was reserved even to include seat assignments, the other carrier may not show a valid ticket number.

The ticketing airline may not always receive a notification of a change from the other carriers in the ticket.

In review of the history of the ticket it appears an auto notification went out that there was an issue on April 22.
-AUTO-NOTIFICATION
22APR 0827Z D19C3F UA
Understandably, this notification may have sent out but not received. It appears Thai Airlines had a schedule change denoted by the ** in the history and that there was an issue re-syncing (reissuing or exchanging the ticket).
22APR 0829Z D19C3F ******* TG 620X 20JUNBKKMNL HK/XK 3
** TG 621X 15JULMNLBKK HK/XK 3
** TG 682X 15JULBKKHND HK/XK 3
A3 SSROTHSUAUA SYNC ISSUE
Tickets that remain out of sync too long may default to auto cancellation.
We are continually looking for ways to improve internal communication and notifications from the other carriers in the ticket as well.

Again,we apologize you were not aware there was an issue sooner, or that we could get the issue corrected in a timely manner.

I do show the miles and ticketing costs were refunded for the United purchased tickets.

We empathize with an urgency to proceed with travel, but regretfully, are not able to offer reimbursement for an alternate used ticket purchase.

We will be pleased to send you a gesture of regret for the inconvenience, in the form of a $100 United travel voucher per person. We appreciate your understanding our goodwill guidelines are not intended as replacement of the value of expenses, but rather as a tangible goodwill gesture for the inconvenience experienced.

We will always be grateful for your business as a MileagePlus member, and will work toward a better Star Alliance experience in the future.

Regards,

Summer ******

Customer Care Management
**********************
Case ********
Initial Complaint
Date:07/27/2022
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 had a flight scheduled to depart from ********* to ******* on July 9th. (flight **** reservation code GHHRDG). Flight was scheduled to depart on July 9th at 13:00 hours, got delayed due to an out of service aircraft, ended departing at 17:40, lost my connecting flight to ******* with Emirates, had to move my Emirates flight to July 10th, and had to pay additional ****** USD to Emirates for my daughter's ticket and mine, as if I was purchasing a new ticket. I purchased my original tickets on February 10th, with plenty of time and paid ****** USD for my daughter and my Emirates tickets (Business Class). This was supposed to be the trip of a lifetime for my daughter (African Safari), so I couldn't say no when Emirates charged me the extra 18 kUSD for the flight change. To me, this is super unfair since it was due to United, not to me, not to weather related issues. So because of United I lost 1 day of Safari at ******* (plus the hotel night paid at ******************), ****** USD, and a hotel night at ******* (************** Hotel). I want United to refund me for those expenses.
Business Response
Date: 08/11/2022
BBB Case # ********

Dear ******************:
Your time is valuable, and we're sorry this happened as we work hard to run an on-time airline. Sometimes there are unexpected issues that must be taken care of, but we'll work harder to meet your expectations.

I'm sending you an electronic travel certificate (ETC)for your future travel needs on United and United Express flights. It will arrive in a few business days to this email address. As long as the ETC is redeemed before expiring (one year from the original date of issue), you can travel beyond the expiration date. I'll also share your feedback with the appropriate teams.

Thank you for choosing us, and we hope to see you again soon.

Kind regards,
***********************
Customer Care Management
Case ID: ********
Customer Answer
Date: 08/11/2022

Complaint: 17634703

I am rejecting this response because:
My extra payment was for $18,000 USD for my daughter's ticket and mine, and United is offering me a $100 USD travel certificate, it must be a joke. I demand full reinmbursement.

Sincerely,

*****************************
Business Response
Date: 08/18/2022
BBB Case # ********
Dear ******************:
We appreciate your understanding that you purchased two tickets for $642.09 each from United Airlines for travel from ********* to ******* on July 9, 2022 and from ******* to ********* on July 25, 2022.
Ticket numbers
0166977261047 - ****
01666977261048 - Paola
Travel Itinerary
MTY-*** **** 7/9/2022
***-MTY **** 7/25/2022
The tickets purchased to travel on United Airlines have been used and we do not refund tickets that have been used.
I am sorry that Emirates charged you an additional fee when changing your tickets, however United Airlines did not charge the amount to you and we do not refund or reimburse money that is not directly collected by United Airlines.
Best regards,
***********************
Customer Care Management
Case ID: ********

Customer Answer
Date: 08/19/2022

Complaint: 17634703

I am rejecting this response because:

Hi *****,

And what about the consecuences caused by United due to its delay? United's delay caused me a big financial distress. United is responsible for the damages it cuase by being late, by not honoring its compromised departure time. I demand the repair of the financial damaged caused by United's delay.

Sincerely,

*****************************
Initial Complaint
Date:07/27/2022
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 had a flight scheduled to depart from ********* ****** to ******* on July 9th. (flight **** reservation code HH173N). Flight was scheduled to depart on July 9th at 13:00 hours, got delayed due to an out of service aircraft, ended departing at 17:40, lost my connecting flight to ******* with Emirates, had to move my Emirates flight to July 10th, and had to pay additional ****** USD to Emirates for my daughter's ticket and mine, as if I was purchasing a new ticket. I purchased my original tickets on February 10th, with plenty of time and paid ****** USD for my daughter and my Emirates tickets (Business Class). This was supposed to be the trip of a lifetime for my daughter (African Safari), so I couldn't say no when Emirates charged me the extra 18 kUSD for the flight change. To me, this is super unfair since it was due to United, not to me, not to weather related issues. So because of United I lost 1 day of Safari at ******* (plus the hotel night paid at ******************), ****** USD, and a hotel night at ******* (************** Hotel). I want United to refund me for those expenses.
Business Response
Date: 08/11/2022
BBB Case # ********

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

Your time is valuable, and we're sorry this happened as we work hard to run an on-time airline. Sometimes there are unexpected issues that must be taken care of, but we'll work harder to meet your expectations.
We are not able to refund tickets that have been used and must respectfully decline your request for a refund. You recently wrote in to ************* regarding your travel delay on August 11th and at that time we provided each of you traveling with a $100 Electronic Travel Certificate. This is the maximum compensation that we are able to offer for your travel delay.

As long as the ETC is redeemed before expiring (one year from the original date of issue), you can travel beyond the expiration date. I'll also share your feedback with the appropriate teams.

Thank you for choosing us, and we hope to see you again soon.
Kind regards,
***********************
************* Management
Case ID: ********
Customer Answer
Date: 08/15/2022

Complaint: 17634649
I am rejecting this response because: United caused a delay due to a damage plaine on my flight to ******* from ********* that caused a change of day on my connecting flight to ***** via ******* and the cost of such delay by United cause me to purchase of $18,000.00 USD ticket for me and my daughter plus a night in a hotel near *** that was close to ***** USD honestly I was expecting more from United and the response is ridiculous and insignificant.

Sincerely,

*************************************
Business Response
Date: 08/18/2022
Complaint: 17634649
Dear **********************:
I am rejecting this response because: United caused a delay due to a damage plaine on my flight to ******* from ********* that caused a change of day on my connecting flight to ***** via ******* and the cost of such delay by United cause me to purchase of $18,000.00 USD ticket for me and my daughter plus a night in a hotel near *** that was close to ***** USD honestly I was expecting more from United and the response is ridiculous and insignificant.

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

Complaint: 17634649

We appreciate your understanding that you purchased ticket number ************* for $642.09 from United Airlines for travel from ********* to ******* on July 9, 2022 and from ******* to ********* on July 26, 2022.

Ticket number ************* *********************************, *********
Travel Itinerary
***-*** **** 7/9/2022
***-MTY **** 7/26/2022

The ticket purchased to travel on United Airlines has been used and we do not refund tickets that have been used.

I am sorry that you incurred additional expenses with another airline, however United Airlines did not charge the amount to you and we do not refund or reimburse money that is not directly collected by United Airlines.

Best regards,

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

Customer Care Management

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

Complaint: 17634649

I am rejecting this response because: I demand compensation for the financial damages caused by the breach of schedule time of departure of my flight from ********* to ******* again I had a flight scheduled to depart from Monterrey to ******* on July 9th. (flight **** reservation code GHHRDG). Flight was scheduled to depart on July 9th at 13:00 hours, got delayed due to an out of service aircraft, ended departing at 17:40, lost my connecting flight to ******* with Emirates, had to move my Emirates flight to July 10th, and had to pay additional ****** USD to Emirates for my daughter's ticket and mine, as if I was purchasing a new ticket. I purchased my original tickets on February 10th, with plenty of time and paid ****** USD for my daughter and my Emirates tickets (Business Class). This was supposed to be the trip of a lifetime for my daughter (African Safari), so I couldn't say no when Emirates charged me the extra 18 kUSD for the flight change. To me, this is super unfair since it was due to United, not to me, not to weather related issues. So because of United I lost 1 day of Safari at ******* (plus the hotel night paid at ******************), ****** USD, and a hotel night at ******* (************** Hotel). I want United to refund me for those expenses.

Sincerely,

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

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