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 @ Hartsfield

  PO Box 20949 Atlanta, GA 30320-0949

• 

  United Airlines

  900 Grand Plaza Dr Houston, TX 77067-4323

• 

  United Airlines, Inc.

  Online Reservation Online Reservation, NJ 07003

• 

  United Airlines, Inc.

  5300 Riverside Dr Cleveland, OH 44135-3130

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:07/27/2022

  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 flew United on the 21st of July, from So ****** ****** (***) to ******, ******** (DEN), with a layover in ******* - confirmation number AZMMRY. I requested an upgrade to business class, for which I paid $450 per passenger on the reservation, plus 25k miles (total of 50k miles). I did not get an upgrade to business class for that flight, but now I was just told I'm not eligible for a refund.I believe the agent was confused because before I requested the upgrade to business, I had already requested, and paid for an upgrade to economy premium and economy plus, as you can see by the receipt that I've attached here. In this case, without using miles for this operation.I request a refund both for the amount I paid for the upgrade that did not happen, as well as for the miles used for that operation.

  Business Response

  Date: 08/11/2022

  Dear ***********:
  
  United Airlines has received your message from the Better Business Bureau.
  Please accept our apology for the disappointment the upgrade did not take place.
  Our records show this has already been refunded back to the credit card and the miles have been returned. I have attached a snippet of documentation from your MileagePlus account and from our refund records.
  We will always be grateful for your business as a MileagePlus Premier Gold member,   and hope you find this helpful.
  
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

  Customer Answer

  Date: 08/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date: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.

  hello i had paid the below fee for a seat upgrade for my return flight from ***** to US on Jul 23th 2022. due to some technical issue, the flight got rescheduled to 24th July 2022 but was assigned a regular economy seat.i tried to reach the United customer care but unable to reach them to file a refund.request you to please assist with me in getting the refund for the extra SEAT FARE paid that i was not provided below are the details Passenger(s): REDHILLSNARAYANAN/BALAJI United Confirmation Code: CTMHH1 original travel date- July 23rd 2022 the below paid directly at United website 07/18/2022 Show additional information for activity type Purchase $240.00 UNITED ************** UNITED ************** activity type Purchase $240.00 thanks Balaji Redhills

  Business Response

  Date: 08/11/2022

  Dear Mr.Redhillsnarayanan:
  
  United Airlines has received your message from the Better Business Bureau.
  Please accept our apology for the disappointment of the downgrade.
  Our records show this has already been refunded back to the credit card. I have attached a receipt and sent a receipt to your email address as well.
  We will always be grateful for your business and hope you find this helpful.
  
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********

• Initial Complaint

  Date:07/26/2022

  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 took a united flight J7RMGP. I was entiltled for 1 free luggage. When I checked in for my flight back it asked me to add my bags which i clicked 2 bags to check in. Later I found out that I was charged $300(!). I asked for a refund and united approved $100. I asked again and they said that it was marked as oversized and there is nothing they can do. I did not have anything oversized, it was 2 suitecases. If anything would have been over sized i would've had to claim it at a differnt location at baggage claim. I didn't. There was no need for that, they were 2 simple suitecases.

  Business Response

  Date: 08/08/2022

  Hi *****:

  I'm so sorry to hear about your recent flight out of ******** and that you had some unexpected baggage charges. 

  According to our system, I'm showing that yes, you did receive your first bag free of charge. However, you had a 2nd checked bag charge for $100 and an additional excess baggage charge of $200 due to this bag being either oversized or overweight. Due to the additional fuel needed for heavier bags, there is an additional charge for these types of bags. Based on this information, it appears as if these charges are correct based on our policies regarding baggage. Thank you for your understanding.

  If you want more information on our baggage policies and procedures, you can find it on our website here:

  https://www.united.com/ual/en/US/fly/travel/baggage.html

  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: 08/09/2022

   
  Complaint: 17629427
  
  I am rejecting this response because: the airline DID NOT read my complaint. My bag was NOT overweight OR oversized. When a bag is oversized they **** it at the airport and you get to pickup at a different location. This luggage was a 29 luggage, nothing unusual! And NO, it wasnt overweight because it had a baby mat inside that is super light weight!!! This is simply FRAUD. Will have to be reported to the *** as maybe United Airlines over charges other passengers!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/15/2022

  Hi *****:

  Thank you for the additional feedback regarding your experience. I'm sorry to have disappointed you with my response, as that was not my intention.

  Again I must respectfully decline your request for any refund of your baggage charges. Based on the information available to me, your bags appear to be correctly charged. Please note that you would only have to pick up oversized luggage if you were checking items that are extremely large, such as sporting equipment, etc. Again, I apologize for any confusion surrounding our baggage policies and thank you for your understanding.

  It's great to hear from our MileagePlus members. Have a great week.

  Regards,

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

  United Airlines 

  Corporate Customer Management

  Case: ********

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17629427
  
  I am rejecting this response because:

   

  My suitcase was a 29" standard luggage-

  https://www.amazon.com/gp/product/B0721HVT2B/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1

   

  I took it with me on the way to there and came back with the same one only this time it was basically empty!!! I will contact the DOT! 

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

• Initial Complaint

  Date:07/26/2022

  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 6th, my family travelled from *** (**) to *** (***********), by flight UA632. One of the new suitcase we checked was delivered as shown on the pictures below. As you can see, my wife is a platinum member, and our bag has the priority tag, but still was not handled carefully. The corner was very damaged. We had to use it for the rest of trip at ** then to ******, worrying about it the whole time. We have not used this suitcase (worths of a couple of hundred dollars) before, and this is the first time of using it and it got damaged like this! Someone from the united airline should compensate me for this damage and educate their baggage team to better handle the checked bags.

  Business Response

  Date: 08/10/2022

  Tell us wDear *******:
  
  Thank you for your inquiry.
  
  Please accept our apology for the damage to your bag.  It is always our company goal to handle every customers bag with care. I am so sorry this happened to your wifes bag.
  
  Normally, it is best to file a damage report at the airport within 24 hours of your arrival, so our agents can visually assess the bag. Once an agent has reviewed the damage, they'll work with you to resolve the situation to your satisfaction.
  
  If you've left the airport without reporting the damage, the next step is to contact our ************************* at **************.
  
  However, since so much time has passed, those options may not be to assist you.
  
  I will be happy to send you a $300 United travel voucher to help offset any repair or replacement for you bag at this time. Please allow up to two days for the voucher to arrive by email.
  
  
  We will always be grateful for your business as a MileagePlus member and your wife as a Premier Platinum member.  We hope you find this resolution reasonable.
  
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********hy here...

• Initial Complaint

  Date:07/26/2022

  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.

  We had to purchase a ticket for my wife, ***************************** to travel to **** for a funeral. The ticket cost us $3750.. This is twice the normal fair. United Airlines has a monopoly and I consider the price to be outrageous and United taking advantage of the consumer. Is this in violation of antitrust laws? United Airlines should not be charge this fair. *****************************

  Business Response

  Date: 08/10/2022

  Tell us Dear *********************:
  
  United Airlines has received your message from the Better Business Bureau. BBB 17625876.
  Please allow us to express our condolences for your loss. Understandably, last minute travel is stressful under any circumstance and emergency travel more so.  Our ticket pricing is based on a genre of factors, advance ticketing (10 days or more) for discounts and for the best availability being foremost. 
  We consider historical sales data, available inventory,local events and even our competitor's pricing (Delta flying out of *******) to determine our own fares. These factors are monitored daily so we can remain competitive and make any adjustments if needed.
  
  Checking competitors with slightly different routing, without advance purchasing this ticket fared at $5,000 plus. Checking United with advance purchasing, I was able to locate fares as low as $1,900.
  
  Award ticketing using miles is also available and can be of great value for last minute travel.
  
  We will always be grateful for your business as a MileagePlus member and regret any disappointment.
  
  
  Regards,
  
  Summer ******
  
  Customer Care Management
  **********************
  Case ********why here...

• Initial Complaint

  Date:07/25/2022

  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 arrived in ********* ** on 7/5/22, via United, with a damaged bag. One wheel was torn off leaving a big hole in the bag. I went to the bag agent in the airport and showed her, she couldn't' do anything but said to contact United. I filled out a damaged bag report on their website and heard nothing! I called and spoke to Peering; he said he would send out a flight credit in 48 hours-nothing! I called United again last week- a different agent said he would send out an email credit for $200 in 48 hours-nothing! I've spent hours on phone on hold and this is Ludicrous that the agents just lie to customers! My incident # is FCA10472D. the bag check # is ***********.The flight was on 7/5/22 from RIC-ORD-FCA

  Business Response

  Date: 08/09/2022

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your experience with our telephone agent after you reported your damaged baggage.  I appreciate the opportunity to respond to your concerns.

  
  Im sorry for the difficulty you have experienced attempting to file your baggage claim and that you did not receive voucher you were promised by our agent you spoke to about this issue.

  
  To apologize for the inconvenience, I'm sending you an Electronic Travel Certificate for the amount you were promised, which you'll receive via email in the next few days.

  
  We appreciate your business as a MileagePlus member and hope to see you on a future United Airlines flight.
  
  

  Regards,
  
  ********
  Customer Care Management
  **********************
  Case 21102102

  
  

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/25/2022

  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 recently had a very difficult experience with United Airlines. I had purchased business class tickets for myself and my family, reservation numbers E8R2WF and ERFLFW, and I later cancelled them and I was issued Future Flight Credits, totaling $61,851.30. When I attempted to rebook using this credit, the online system did not allow me to use them, as it said that it cannot find these credits. I reached out to customer service, and, after about an hour, was able to book a flight using the **** I, thereupon, requested that they issue me Electronic Travel Certificates that will work properly on the website so that I could rebook much more easily.After a few days, I was issued some of the credits as ETCs but not all. I spoke to **************** and texted with them, and they said that they would issue the rest as ETCs. However, instead of issuing the other credits, United cancelled the rest of the tickets. United also claims that they refunded a portion of the tickets to ******, the travel agency that I purchased the tickets from originally. This is obviously unacceptable, as United has no right to cancel my credits, which would constitute a breach of contract. Furthermore, the credit card that was refunded is not mine, but rather Hoppers.This is causing me a huge loss as the tickets get more expensive every day, as well as the amount of time that I am wasting chasing the customer service representatives. I need to be fully compensated for my lost credits, as well as to be covered for the difference in the cost of tickets which are going up constantly.Please issue me Electronic Flight Credits in the amount of $91,851.30 to cover cost of reissuing of the 10 Business class tickets.

  Business Response

  Date: 08/15/2022

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.
  
  Our records indicate the ten tickets were issued by a travel agency.  As refunds are processed back to the original form of payment provided by the travel agency, please contact your travel agent directly to inquire when you may receive the funds.  If you need more information about our policy on refunds, you may visit our website, united.com , and click on the link for our Contract of Carriage at the bottom of our Home Page and refer to Rule 27 Refunds.
  
  We appreciate your business as a MileagePlus member and look forward to seeing you onboard again soon.
  
  Regards,
  
  ********
  Customer Care Management
  **********************
  Case 21102076
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17622654
  
  I am rejecting this response because:
  

  Travel itinerary from United Airlines

  Flight itinerary for ********************************* ********************************* has requested that United Airlines send you this itinerary. United Airlines Flight Departing Arriving Fare class Travel info UA85 12:00 p.m. September 6 ******** (***) 4:55 p.m. September 6 ********/****** (***) United Polaris business (D) 11 hr 55 ** Boeing ****** Dreamliner UA90 11:05 p.m. September 13 ********/****** (***) 4:20 p.m. September ***************************** (***) United Polaris business (C) 10 hr 15 ** Boeing ****** Dreamliner Traveler(s) ********************************* ******************************* *********************************** ********************************* ********************************* ********************************* Confirmation number: E8R2WF

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

  Business Response

  Date: 09/01/2022

  Hi ******,
  
  My intention was to make this right, and I'm sorry I frustrated you. I hope you're able understand our ****************** would not be able to issue a refund for more than what your travel agency paid for the tickets and neither,would our department be able to issue you flight credit for this same reason.
  
  Please continue to reach out to your travel agent for assistance with your refund request for the tickets issued by their agency.
  
  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 Care Management
  **********************
  Case ********
  

  Customer Answer

  Date: 09/05/2022

   
  Complaint: 17622654
  
  I am rejecting this response because:

  1. we never requested a refund.

  2. the flight credit was already issued for the proper amount, and then United erroneously removed the flight credits.

  3. the travel agency obviously paid more for the tickets using points or rewards or something. There is no reason that I should be without my tickets.

  4. United must reissue the tickets properly, so that I can use them.

  5. United customer service has clearly agreed with me on these point and I have the text messages and emails to prove that, but they said that Corporate Security has stopped them from resolving the problem.

  6. The price of the tickets goes up all the time as does the cost of hotels.

  7. I will not give up on my $70,000 of tickets, just because United decided to cancel them illegally and unilaterally.

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

• Initial Complaint

  Date:07/25/2022

  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 3 premium economy tickets (confirmation AMT2S9) on February 16, 2022 for travel in May/June of 2022 for myself and 2 children (travel from ********** to Geneva and back). I received word before my departure that I needed to contact United and rebook my return flight from Geneva to the US as one of the legs was cancelled. I was unable to rebook in the same class, so I downgraded to economy (about a $300 difference). I was told to complete travel and then file with united.com/feedback with my confirmation number and I would be refunded. I followed these steps and received a refund for myself, but not my children. I have called 5 times about this and have spent over 6 hours on the phone, and it is still not resolved. They continue to tell me they will fix it, but all, that has happened is I have received 2 refunds for my daughter totaling $84, and then one refund for $32 for my son.

  Business Response

  Date: 08/08/2022

  Dear Ms. ****:

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

  I'm very sorry that your flight was downgraded and for the difficulty you've had trying to receive a refund for the downgrade.

  Our records show that a refund for $276 has been processed back to the credit card ending in **** as of July 19, 2025.  Please allow time for this to process on the credit card end.

  If you have any further questions regarding that, you can contact your financial institution for further assistance.

  We appreciate your business and look forward to seeing to seeing you on a future flight with United Airlines.

  Regards,

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

  Customer Care Management

  Case ********

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17622318
  
  I am rejecting this response because: I received a refund for my own personal ticket for $276, but I have not received refunds totaling this amount for either of my children, who were also traveling with me. I am attaching the payments I have received to date. I did let United Airlines know exactly what I needed, and I sent copies of what has been paid to date as well, but I never received a response. Here was my most recent email to United:
  
  Hello-
  
  
  As a follow up to my previous email, I am attaching screenshots of the refunds received to-date. The one processed for Harmony **** is accurate. All others are not the full amount. All tickets should receive the same refund, since they were purchased at the same time and were the exact same routes. Totals to date are:
  
  
  Harmony **** $276
  ***************** $32 
  ********************* $207.74
  
  
  I should receive an additional $312.26 in order to make me whole for the flight class downgrade.
  
  
  With Regards-
  
  
  Harmony ****
  
  Sincerely,
  
  Harmony ****

  Business Response

  Date: 08/16/2022

  Dear Ms. ****:

  Thank you for your response.

  Please allow me to research further with our Refunds Department.

  I will contact you once I have more information.

  Thank you for choosing United Airlines.

  Regards,

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

  Customer Care Management

  Case ********

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17622318
  
  I am rejecting this response because:

  This response is asking for additional time, there is no resolution yet. I submitted this request in June, and had to resort to a BBB claim almost a month ago. There has already been once response, which was given without research, obviously. I understand the need to look into things, but I do not want this claim to time out and auto-resolve without a resolution.
  
  Sincerely,
  
  Harmony ****

• Initial Complaint

  Date:07/25/2022

  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.

  Reservation Number DS13XT United cancelled flight UA 82 from *** to DEL on 07/01 and did not rebook on any other partner flight until 07/04 stating significance fare difference though seats were available. We waited in the airport with a 6 year old kid until 3 am next day to figure out what is next. We had a big celebration planned for my 40th in ***** which we missed because of flight cancellation and we had to bear the cost of the party without attending the same. United again cancelled return flight UA 83 from DEL to *** on 07/23. I had important office meeting with stock market regulators which I had to skip causing embarrassment at work. I called United several times asking to compensate me for the financial losses and money spent on Uber and all other food costs at the airport. However agents are just disconnecting the call.Not cooperating at-all.I had booked my trip in the business class. During my return trip, then put my 6 years old daughter in a separate seat 3 rows behind and just ignored. Also there were no kids meal in the menu and the regular food was too spicy for kids. I expect United to compensate me for financial losses I had because of trip cancellation and rebooking and also uber and food expenses.

  Business Response

  Date: 08/08/2022

  Dear ************** and family,
  
  We received your feedback 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 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 finds, our records show that you have been communication with ************** regarding your flight experience and I shows she has sent each of you an Electronic Travel Certificate.  I also show that she is awaiting your response regarding your reimbursement expense.  To avoid further delay and discrepancies regarding your reimbursement claim, we ask that you continue your communication with **************. 
  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 ********
  

  
  **********************
  
  Dear **************:
  
  
  
  Thank you for taking my call today. It was a pleasure to speak with you!
  
  
  
  Please reply to this email with a copy of the ground transportation receipts that you incurred when you had to return home on July 1, 2022 due to the cancellation of United 82. I will review them and be in touch.
  
  
  
  In the meantime, if you need to speak with me, I can be reached at: ************** (case 395769).
  
  
  
  Have a great evening!
  
  
  
  Warmest regards,
  
  
  ***********************
  Specialist - Executive Solutions
  United Airlines
  Case ID: ***************

  Customer Answer

  Date: 08/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/25/2022

  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.

  Itinerary #************* United PHZV4Y In the summer of 2020, we cancelled a trip to *********, ******, $4,842.66 total, which was booked through Expedia, because of Covid pandemic. The hotel issued us a refund of $1,771.76. United Airlines issued us a credit of $3,070.90. In January 2021, we used part of that credit toward our two round tickets from **************** to *******. We booked that trip via phone call with United, as advised by Expedia. After the phone call, United Airlines emailed us flight itinerary. The email contained no new itinerary number, no ticket price, only our names and flight information.On July 14, 2022, I contacted United Reservations, **************. Our remaining credits were issued for tickets purchased before August 31, 2021, and I wanted to make them available to book travel for anyone, including our friends and ourselves, as promised by United website.Thats when I discovered that our remaining credit, which was supposed to be $2,305.96 (or $1152.98 per passenger) after our trip to ******* (according to data provided by Expedia agent via virtual chat), mysteriously disappeared.I talked to four United representatives. The last one, *******, told us to call Expedia and hold the THE CELLPHONE AGAINST THE LANDLINE, so she could talk to Expedia agent. What travesty!As I watched my 71-year-old husband holding my cellphone against the landline phone on speaker I realized that these people, United representatives, were simply mocking us and had no intention of restoring our credit, which United had found a way to eliminate: When United issued ***************-******* round-trip tickets, they used this as an opportunity to change the status of our remaining credit so that credit would expire earlier, thus freeing the company from fulfilling its obligations.ITS SIMPLY NOT RIGHT WHEN AN AMERICAN COMPANY LEAVES ITS CUSTOMERS FEELING LIKE WE WERE VIOLATED BY ******** SCAMMERSROBBED AND MOCKED.

  Business Response

  Date: 08/08/2022

  Dear *********************,
  
  I am responding to BBB Complaint ID ********.
  
  I apologize for the frustration and confusion regarding your residual flight credit. Please be assured it is never our intent to inconvenience our passengers in anyway, and I am very sorry your valid expectations of receiving optimal customer service have not been met in regards to this matter.
  
  I have reviewed your reservation and see that these were bulk tickets. The original ticket was $1,435.55, which was exchanged for the new fare of $438.67. I will send you and your husband the difference in fares as Electronic Travel Certificates. 
  
  We greatly value your business and hope to have the privilege of welcoming you back on a future United flight.
  
  Kind ************************************************************ Management
  Case ********

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17620663
  
  I am rejecting this response because: So far, we haven't received any Electronic Travel Certificates as *********************, ************* representative, promised.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/22/2022

  Dear *********************,
  
  I am responding to BBB Complaint ID ********. 
  
  I am sorry that you never received your travel certificates. According to our records, they processed on August 17, 2022. I have resent them just in case. 
  
  Thank you for choosing United. It's always a pleasure to serve your travel needs. 
  
  Kind ************************************************************ Management
  Case ********
   

  Customer Answer

  Date: 08/25/2022

   
  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,
  
  *******************************