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:07/25/2022
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.
7/6/22 I changed our flight to United Flight PHKTR7 departing from *******************, ** @ 7:15AM connecting in ******, ** arrival 9:30AM with the final flight from ******, ** to ************, ** at 10:03AM with final arrival at ************, ** 2:30PM est. I paid more for this flight in order to arrive home at an earlier time so we would not miss our ground transportation which left at 6pm 7/16/22. The cost of this flight after all fees and extra charges to select the only available seats left came to a total of $1,956.20 for two people. On July 16, 2022 we boarded the plane at 6:40AM in *******************, **. The plane left the gate and sat on the tarmac, the captain told us that there was an issue with the plane and we had to go back to the gate. We sat on the plane over two hours while they turned off and restarted the plane several times. We were told an agent would come on board to help us rebook our flight to our final destination. No such person ever arrived. We eventually were able to leave the gate for a second time and take off around 10AM, missing our connection from ******, ** to ************, ** which took off at 10:03AM.I got a text from United during all of this offering to help me rebook, cancel or refund my ticket.I attempted to do this via the app I got an error. I then went to customer service and waited in line for ******. when I got to the counter the agent told me in order to cancel and rebook an earlier flight I had to all a number.I called and agent told me they cancelled my flight and would refund me and I should get an email.I never got the email and eventually got a text that United booked us on a 6PM flight from Den to ****. This was too late and we would miss our ground transportation. Because of this I booked a 1PM flight from Den to **** via Frontier paying full price for another ticket to get us home. United is offering to refund me $706 out of the $1,956.20 that was paid.This is not a fair refund and does not even cover the Frontier ticket $
Business Response
Date: 08/10/2022
Dear ******,
I'm very sorry for the disruption to your travel plans and understand how upsetting it is to miss a connection. You expect to arrive on time when traveling with us and I know that we let you down.

In these instances, we will work to re-accommodate passengers on the next available flight. I realize to new itinerary did not fit your schedule and you opted to find another way to ************, **.

While we don't provide reimbursement for alternate transportation on another airline, on July 24, 2022, we processed a refund of the unused flight segment, in the amount of $353.00 per ticket. (UA ******************************************************). In addition, we refunded your Economy Plus seating fees, in the amount of $118.00 for ************************* and $137.00 for *********************. Since your flight segment from *******************, ** to ******, ** was used, it has no residual value and is ineligible for a refund. I apologize for any confusion.

We know your time is valuable and can understand your disappointment with the flight delay. As an apology, I'm sending you each a $125.00 electronic travel certificate that will arrive separately via email within five business days. It can be used on any United or United Express flight.

We appreciate your feedback, especially when considering how to improve our performance.

As a Premier MileagePlus member, we thank you for your willingness to express these concerns, and we hope your next trip with us will deliver the experience you deserve.

Regards
*********************
United Airlines
Customer *************** Team
Case # 21109246

Customer Answer
Date: 08/10/2022

Complaint: 17620315

I am rejecting this response because: I do not accept a travel certificate of $125, the exceptional delay that United caused forced us to spend an additional $977.76 to get from ****** to ************ via Frontier. United provided ** no customer service to help rebook our flights and we were forced to make our own choice on how to get home. I am also still unclear in how the $353 per person value was calculated from the unused portion from ****** to ************. I am requesting a larger refund to cover the additional tickets we had to purchase as we had no communication or clear direction from United for many hours. Any reimbursement I am requesting to be given by a refund to the credit card used to purchase the United airfare, I will not accept any travel certificates.

Sincerely,

*************************
Business Response
Date: 08/15/2022
Hello ******

Thanks for sharing your additional concerns with us.

I'm sorry that you are disappointed with my response and the goodwill compensation provided. We always want to reach a mutual understanding, and apologize for how this experience made you feel.

After carefully reviewing the details of your trip again, we maintain our original decision. We are unable to reimburse funds collected by another airline; however we provided you with a full refund for the unused United flight segment, along with the seating fees. ***************************** total refund was $471.00 and Mr. ********************* received $490.00 credited to the original form of payment. We also issued you each a $125.00 Electronic Travel Certificate as an apology for the flight delay. We truly hope you will accept this gift in the spirit in which it was given.

We understand that this may not be the answer you were hoping for, but we want you to know we considered all of your concerns when making our decision. While we're unable to honor your request this time, we appreciate that you reached out. In recognition of your overall experience, I am also depositing **** award miles into your MileagePlus account, a total of ***** miles for both passengers. Please allow up to 10 days for processing.

Thank you for the opportunity to respond.

As a Premier MileagePlus member, we appreciate your loyalty and hope to see you on board again soon.

Regards,

*********************
Customer *************** Team
**********************
Case # ********

Customer Answer
Date: 08/18/2022

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. I am curious however how the refund of $471 and $490 was calculated?

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.
I was travel through united airline from *** (****** Airport). They sent ** the cancellation of our flights just 3 hours before the departure and we already in ***********. This cancellation cause ** more than 2k loss on our trip and resevation. I am seeking for a refund of our loss.Here is my loss 1. Hotel cancel on booking, since it is last minute inside 24 hours, it is not refundable: $677 2. The opera ticket for 3 peopele: 06/13 06/11 2235 PALAU DE LA MUSICA ********* ES ****** EURO $****** 3. Uber fee back to home 18 and return to airport 20. 60.07+ 71.66 = ****** I even not mention other loss with railroad reschedule 20% surchargeetc. I called customer service and they send me to a feedback website. I filed a feedback form, no one contact me for 2 weeks. So I am asking refund 677 + ****** + ****** = ****** And receipt has attached.
Business Response
Date: 08/10/2022

Hello Zendong ****

I apologize for the previous delay in responding. We've received a higher volume of messages than usual, so it's taking a bit longer to get back to all our customers. Upon receipt of your concerns, a member of our ************************ team reached out to assist.

Once again, on behalf of United Airlines, please accept our sincere apologies for the cancellation of your flight to *********, *****. I understand your disappointment.

It's not in our best interest to cancel flights - it causes disruptions to passengers' travel plans and affects our overall operation. I realize we didn't meet your expectations and I'm sorry.

I looked into your request. Since we accommodated you on another flight, the ticket was used and has no residual value. Therefore, it is ineligible for a refund. I apologize for any confusion. We don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination or special events. These costs may be covered by travel insurance. If you are submitting a claim, please let us know if you require a flight verification letter to submit to insurer.

Although we are unable to ***** your request, we recognized the flight cancellation impacted your travel plans. My colleague issued a check, in the amount of $132.63 as transportation reimbursement. In addition, as an apology for the inconvenience, we provided you each a $200.00 Electronic Travel Certificate, on August 01. 2022.

While were unable to provide additional compensation, we appreciate that you reached out. Your concerns have been shared with our team so we can keep improving.
Thanks for flying United. We look forward to welcoming you on board soon.

*********************
United Airlines
Customer *************** Team
Case # ********
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,

*************************
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 paid $149 for first class upgrade on my flight from ****** to ****** (reference # **************). However, my flight was cancelled and I had to fly Economy on a later flight to *********** instead.. I submitted a requested on United's website as instructed by their customer service but the request was denied without any explanation. I am requesting I get refunded this amount.
Business Response
Date: 08/08/2022
BBB ******************************** ****************:

The receipt number 01699944477383 that you provided is for a $8 Wifi fee.
I have reviewed your reservation and the correct number for the $149 fee is 0169994477383. This was refunded on July 25, ************************************************************************ 3541.

Kind regards,
***********************
Customer Care Management
Case ID: ********
Customer Answer
Date: 08/09/2022

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. Too bad I had to file a complaint to get reimbursed and we still haven't received travel vouchers we were promised.

Sincerely,

***********************
Initial Complaint
Date:07/25/2022
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 cancelled a flight on July 10 with United Airlines and have requested a refund from this. They have emailed me with a confirmation that the flight was succesfully cancelled and that they received my refund request. After a couple of days, they emailed me again saying that I need to get in contact with the travel agency since this was a 3rd party vendor booking. I then spoke to the travel agency Edreams, about my refund request. Edreams has told me many times that they will escalate my case and contact the airlines, but the problem is their agents cannot speak proper English and often times I have difficulty communicating with them. After a couple of more days, I noticed none has given me any update about my refund, neither United nor Edreams. So I chatted with United and their agents have told me to contact Edreams for an update regarding the refund, so chatted with Edreams again despite the fact that their agents cannot communicate well in English, and 3 of them has told me to contact United for the refund status since United were the ones who directly charged my credit card for the flight. I chatted with mulitple agents from United last weekend for 2 days straight to get an answer, only for them to tell me to wait for the refund department since they open 8:00 AM on weekdays CST. So just today, I chatted with someone from the refunds department and he told me that they still don't know the status of my refund have instructed me to contact Edreams again! I already told them that I contacted the agency several times already and that their agents can't speak proper English. Several United agents have promised me that my refund is already processing and that it will take 7 to 14 business days from the day it was processed, which was July 11. Now the agent from the refund department is telling me that I have to wait again 3 to 5 business days just to get an update on what's going on and are still not sure when they can refund my money.
Business Response
Date: 08/15/2022
Dear ****,

The Better Business Bureau has forwarded your correspondence to my attention.
Thanks for reaching out to our team. I'm working to help, but I'm missing some details I need to review your request.

Please try to provide as much of the following information as you can, along with a brief summary of your submission.

Passenger name(s):

MileagePlus/Frequent flyer number (if available):

Email address:

Phone number:

Home address:

Flight number:

Flight date:

Ticket number (13 digits beginning with 016):

Confirmation number:

Approximate departure time:

Flight from:

Flight to:

You can find this information on your receipt. I'll be happy to respond once I review the information you provide.

I appreciate you choosing United for your travel, and look forward to helping you soon.

Thank you so much in advance
Customer Answer
Date: 08/21/2022

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.
Below are the details that the airlines is requesting:

Passenger name(s): *********************** *****

MileagePlus/Frequent flyer number (if available):

Email address: *********************

Phone number: ************

Home address: ****************************************************************** number: UA2 for ********* to ************* Flight
UA1973 for ************* to ******* Flight

Flight date: July 11

Ticket number (13 digits beginning with 016): 0165045674154

Confirmation number: NVX3H6

Approximate departure time: 8:45 AM

Flight from: *********

Flight to: *************

Approximate departure time: 13:35 PM

Flight from: *******

Flight to: *************

Sincerely,

***************************
Initial Complaint
Date:07/24/2022
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.
Flight booked with United Airlines which was totally miscommunicated. First time ever to see an Airline booking a ticket but will not take bags to final destination!!! We had to exit airport transit area to collect luggage and re-check them with another airline that was booked through United Web Site. No where on reservation to state that. NOT TO MENTION I WAS BOOKED FOR 2 LUGGAGE each passenger and UNITED charged for a 2nd bag!. UNITED REP AT *** AIRPORT SAID SPECIFCALLY "" IT IS NOT MY PROBLEM, IT IS MINE TO DEAL WITH!"" REALLY??? On top of all this, we had to store 4 bags since final destination airline won't open before 3 hours ahead of flight time Confirmation Number: AZP4E2 Passengers: Eid ***************************** *****/***** eTicket number: 0162416255231Seats: ***-*** 37G ***-BEY -----ANTAR/EIDKHALED eTicket number: 0162416255230Seats: ***-*** 37J Frequent Flyer: UA-XXXXX271 MemberLHR-BEY -----
Business Response
Date: 08/08/2022
Dear **************,

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

I apologize for the frustration and confusion regarding your checked baggage on your reservation. 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 on your receipt that it does state that the first checked bag is $0 and the second checked bag is $100. I am sorry if this was not communicated clearly to you at the time of booking.

I want to make things better for you. As a gesture of goodwill, I'm sending you each a $100 electronic travel certificate (ETC) to help offset the unexpected fee, and you'll receive it in a separate email within the next few business days. It can be used toward the purchase of United and United Express flights, and expires one year from the date of issue. If the ETC is redeemed before expiring, you can travel beyond the expiration date.

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: 08/09/2022

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,

Eid Antar
Initial Complaint
Date:07/24/2022
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.
Hello. On 7/24 my flight confirmation BC9DTS got canceled. I rebooked the via ************, for that flight to get delayed so I wont be able to make my final destination. I had to use my personal united club pass to locate an agent I can talk to because none of the united stands had agents available. I finally got a 3rd flight few hours later which was also delayed. Besides lost time, overall experience wasnt the best. Having to use my united club pass to find someone to talk to is quite bad. When the flight was canceled, there was no agent or notification, it just showed up on tv. After I went on the website, I had issues connecting to an agent, website never texted me when someone responded and the voice function couldnt work. I work in IT, and I enabled my microphone and disabled any apps that could complicate issues. Overall, lack of employees, not notifying customers of changes or delays, and having to use my personal club pass on a work trip to find an agent is truly a bad customer experience. I would appreciate if you could compensate me for the united club pass and/or lost time and money. Thank you for your time.
Business Response
Date: 08/09/2022
Hi *****,
I'm sorry the weather interfered with your travel plans.

I completely understand your frustration. I'll be sharing your feedback internally so we can work harder on our recovery process for future situations like these. I'll also deposit **** award miles into your MileagePlus account which will reflect on your balance within a few business days.
Full access to the United Club isn't required for assistance. Our agent at the check-in desk can help with your travel plan. We regret we are unable to offer a United club pass as a form of compensation.

We appreciate your loyalty and look forward to welcoming you on board again soon.
***************
Customer ***************
**********
Initial Complaint
Date:07/22/2022
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 *********** from *******. HC8R1S. I checked and paid for 3 bags but needed to carry on 2 due to them containing important electronics needed for work. Upon boarding the plane I was informed that the aircraft was too small and that I needed to leave 1 bag behind to get recovered after the flight. Upon landing I found my laptop screen cracked. I need full reimbursement for this! **************
Business Response
Date: 08/09/2022
Hi Othman,
I'm so sorry your belongings were damaged. I can only imagine how disappointing this was for you and sincerely regret the poor experience.

For follow-up, you'll need to contact the ************************************** (TSA), who manages the screening process. If you go to their Web site, www.tsa.gov, you can find information, including their email address and phone number. Once again, I regret to hear what happened with your personal items.
There is nothing documented in your record to support your claim.

We appreciate you chose United for your travel and look forward to welcoming you on board your next flight.
Kind regards
***************
Customer Care Management
**********
Initial Complaint
Date:07/22/2022
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.
Some time ago, I received a refund from United Airlines in the form of a "future flight credit," which can be applied at checkout during the purchase of a subsequent flight, but which will expire in approximately 18 months.Recently, I purchased another ticket by logging into my United Airlines account. However, on my "My United" dashboard page (https://www.united.com/en/us/myunited), under "Travel Credits," there was a line of text saying, "You have no travel credit." This was false. There was however another line of text that said, "Looking for travel credit not shown below? Search travel credits" (with "Search travel credits" being a clickable link). After I clicked that link, I was able to search for my travel credit using the old confirmation number from my original, refunded flight.I believe that United Airlines is using deliberately deceptive practices to discourage consumers from using their refund credits before they expire, by writing "You have no travel credit" as the default information in this portion of the website (as opposed to simply saying, "Search for travel credits," as the default, or even better recording and listing the correct number of travel credits associated with a return customer's MileagePlus account). I believe this is a conscious and unethical practice on United Airlines' part, designed to lead customers to forget that they have credits available or to convince them that they misremembered that they had credits. United Airlines should be held accountable and be made to reprogram their website to end this deception.
Business Response
Date: 08/11/2022
Hi *****,
Thanks for reaching out. United has received your concerns from Better Business Bureau.

We appreciate you taking time to share your thoughts about our services. We want our website to be user-friendly for all our customers, and I'm going share your feedback with our Web team so we can continue to improve our product.

We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.

We look forward to working toward the suggestions you've mentioned, and to welcoming you aboard your next flight.?

Thank you for your willingness to share these concerns.

Kind regards

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

Customer Care Management
UA file ********
Initial Complaint
Date:07/22/2022
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.
For the first time in my life I opted to take a United Airlines flight for a special trip with my sister to Barcelona. We live in separate cities and recently experienced the death of our father. Nevertheless, we booked a short trip to be together. My trip was scheduled for July 22nd arriving in Barcelona on July 23rd at 8:20am.When I arrived for my flight I was told it was delayed until 3:50 only providing a 45 min layover. I worked with the front desk who shared the arrival gate but said there was nothing they could do. I called the reservations hotline who told me to call back if my flight didnt make it. When I asked to speak to a supervisor they asked why and when transferred I was hung up on. I decided to wait and see if I could make it in time. When 3:50 came the flight had not arrived and was delayed once more to 4:16. The counter lady tried to get me on another flight but the gentlemen she referred me to was very rude to both she and I and told me there were no seats (his name was *****). When I finally got on the plane (***-***) the plane was delayed once more because it had not been properly fueled.This has been the worse experience I have ever had with an airline. Im heartbroken that I will lose a full day of my trip with my sister. The cost of the first day hotel, food, and tours, time is priceless.
Business Response
Date: 08/09/2022
Hi ******************:

Your BBB Case # Complaint #********was received in the **********************************************

I would like to assist your regarding your disservice however, to facilitate review of complaint or request, if you could fill out the below areas and provide necessary information and a summary of your flight delay request, I'll investigate it:
Passenger name(s): *****************************
Frequent flyer number (if available):
Flight number:
Flight date:
Ticket numbers:
Confirmation number:
Approximate departure time:
Flight from:
Flight to:

*Brief Summary-

We appreciate your business as a Mileage Plus member and look forward to serving you on a future United Airlines flight.

Regards,

****
Customer Care Management
Case#********
Customer Answer
Date: 08/11/2022

Complaint: 17612321

I am rejecting this response because: The business has requested more information and I would like to respond - the issue has not yet been resolved. Please see their request listed below.

Passenger Name: *****************************
Frequent Flyer NA
Flight Number -- UA **** and UA 992
Flight Date: July 22, 2022
Ticket Numbers - 0162425019023
Confirmation Number - ISD37S
Departure Time -- flight was delayed
Flight from ******* to DC to Barcelona

Sincerely,

*****************************
Business Response
Date: 08/16/2022
Hi ******************:

Your BBB Complaint # ******** correspondence was received in the ********************************* Services department.

I'm sorry to hear of your disservice for passenger reservation DXMGDE when flight **** was delayed one hour and 57 minutes on July 22, 2022. *************** is part of being a reliable airline, and although we try to plan for all unforeseen events, sometimes these challenges can affect our operations.

Please accept my sincere apology and as a goodwill gesture I am issuing you a $250.00 electronic travel certificate that will be sent via email. Please allow 3 to 5 business days for processing.

We appreciate your business and know its the experience of flying United Airlines that matters most.

Regards,

****
Customer Care Management
Case# ********

Customer Answer
Date: 08/16/2022

Complaint: 17612321

I am rejecting this response because: I was told during my phone conversation with the agent that I was due a full refund from my flight. The first day of my trip was completely ruined and missing several tours, having to pay an additional fee for transportation outside of my tour group costs were far more than $250.00. Please provide further compensation from my experience.

Sincerely,

*****************************
Initial Complaint
Date:07/22/2022
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.
United does not offer warm meals to coach in international flights from ****** to ****. It is a 7 hour flight. I spend THOUSANDS on tickets but am forced to pay extra for cold sandwich but see warm meal cart roll thru to be served exclusively to business & first which is not acceptable or humane. There is no way to reach a human being on phone and emails go unanswered. I am traveling w a disabled parent in August and need a hot meal for her on that flight. Coach class deserves the same level of care when it comes to meals and now that masks are no longer required in flight United must offer warm meals to ALL at no extra cost.
Business Response
Date: 08/09/2022
Hi ****************:

Your BBB Case # Complaint #********was received in the **********************************************

We offer complimentary meals depending on the route and class of service, you have the option to purchase select meal items such as our popular Choice Menu items.

On select routes, customers in all cabins can pre-order a snack, meal (if scheduled), and/or an alcoholic beverage (Economy only) for their flight. .

****************, customers have three ways to check if their flight is eligible for pre-order:

Email: A United email notification contains a hyperlink to the pre-order portal
Available five days prior to departure, or up to 24 hours prior to departure for close-in bookings
United mobile app: My United > Trips
Click on the hyperlink for snacks or meals
united.com:
Manage travel > Manage my trips
Economy: Snacks for purchase

****************, for additional information regarding meal service on domestic or international flights please contact United Airlines ********************** regarding reservation changes to your current reservation and/or any additional questions regarding your ticket, please contact Reservations at 1-800-UNITED-1 ***************) for assistance.

Regards,

****
Customer Care Management
Case# ********

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