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.

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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:07/22/2022
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.
Date of Flights: Monday, July 11 Confirmation Number: MWB2GJ UA Flight *** to *** (UA6185)UA Flight *** to *** (UA6234)United Airlines committed to provide me $50 (see attachment).On Monday, July 11, my original flight w/ Delta was delayed 4 times so a Delta gate agent transferred my reservation from Delta to United. The gate agent called to the Delta desk to have them pull my bag & send to United (delta baggage claim ID **********). He ensured me that I did not need to go back through security to check my bag w/ United. Furthermore, the flight from ******* to ******* was delayed 4 times arriving more than 3 hours late. Boarded the plane only to sit for over an hour in ****** degrees w/ NO AIR while the crew tried to start the second engine. The plane was finally deboarded & we were able to go inside while the crew tried to find a new aircraft. When my bag did not arrive on the carousel, I visited the United office at the airport where I was told there was no information on my **************************** had no idea when or if it would arrive. I have since had to purchase clothing, toiletries, etc. since I have nothing. I would like to be reimbursed for missing luggage & what I am out of pocket. This experience has been HORRENDOUS!
Business Response
Date: 08/09/2022
Hi ****************:

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

I am sorry for the three hour and 7 minutes delay you experienced for flight **** Although our goal is to provide on-time departures, your safety is our main priority.We had a difficult and challenging day on July 11, 2022. Im sorry our delays in addition to the Delta disservice impacted you for passenger reservation KMWB2GJ.

****************, I am also sorry to hear about your disservice you experienced regarding receipt of your delayed luggage for which I have forwarded to ********************************** We expect our staff to work closely with you to minimize your inconvenience. ****************,for future reference, regarding the status of your delayed luggage, and requesting luggage claims for out-of-pocket expenses such as damaged items etc. please contact the ************************* toll-free: 1-800-335-BAGS ***************).If you have been given a file reference; please visit our website to track the status of your claim: http://www.united.com.
As a gesture of goodwill for the disservice you experienced, I am issuing you a $300.00 electronic travel certificate that will be sent in a separate email. Please allow 3 to 5 business days for processing.

Again, I sincerely apologize for your overall experience. Please know that your comments have been shared with our operations team for review so we can continue to find ways to improve our service on the ground and in the air.

Thank you for your business and choosing United for your travel. We look forward to having another chance to serve you in the future.

Regards,

****
Customer Care Management
Case# ********
Customer Answer
Date: 08/10/2022

Complaint: 17612017

I am rejecting this response because my main concern of reimbursement of my missing luggage and out of pocket expenses for items due to missing luggage has not been addressed. I will not consider this complaint resolved until I have been reimbursed (at a minimum) for the out-of-pocket expenses detailed below totaling $1,518.00. This total does not take into account the cost of my missing luggage or the reimbursement for items within my missing luggage.

I REJECT THE BUSINESS RESPONSE regarding the BBB complaint submitted on 07/22/2022 against United Airlines (BBB Complaint ID *********.

Prior to opening a complaint with United Airlines through the BBB, I submitted a complaint with United Airlines (United Airlines Complaint ID: ********* directly to which the business responded with a $50 certificate to be used towards future travel. This response did not address my main concern being my missing luggage and out of pocket expenses for clothes,toiletries, etc. during my trip which is when I filed a complaint with the BBB.

While I understand that the normal process for missing luggage and reimbursement for expenses due to missing luggage is typically handled by the ************************** I was not able to do so because of the following reasons:
1) I called the ************************* toll-free line multiple times and remained on hold for hours at a time. I ultimately spent about 8 hours on hold.
2) When I did receive a United Airlines agent on the phone, I was placed on hold, then was disconnected from the agent, and sent back to the operator instructions.
3) I also tried contacting **************** for both ********************** and Delta, but they are not taking calls due to the volume of complaints.
4) I was not provided a United Airlines baggage claim ID number because my flight was originally booked with Delta Airlines, and I was moved to a United Airlines flight due to delays (as previously noted).
5) When I arrived at my final destination of *******, **, I checked in with both Delta and United Airlines baggage claim offices to which both airlines told me that they had no idea where my luggage currently was and could not offer me a timeframe of when it might be found. I even called back the next day twice to see if there was any update and no one could provide an update.
6) I was not provided a File Reference Number from either Delta or United Airlines.

This complaint is not resolved until I have been reimbursed for my missing luggage and all out-of-pocket expenses. I have provided all receipts for my out-of-pocket expenses. I was in *******, ** for a professional work engagement and had to purchase work clothes, toiletries,undergarments, loungewear, carry-on suitcase, shoes, cardigan, etc. totaling $1,518.00.This total does not consider my missing luggage and all of my missing belongings.

Details of the attachment are as follows (images are labeled within file):
      Image One Delta Receipt showing $30.00 was paid to check my suitcase.
      Image Two Delta Baggage Claim ID showing my suitcase was checked.
      Image Three Delta Receipt showing Delta Confirmation Number, along with new flights booked with United Airlines with flight numbers and times.
      Image Four United Boarding Passes.
      Image Five Target Receipt of $469.47 for toiletries, undergarments (bras and underwear), loungewear, pajamas, makeup,and hair straightener.
      Image Six Dillards Receipt of $133.30 for undergarments.
      *********** Von Maur Receipt of $267.66 for work dresses and loungewear.
      *********** Dillards Receipt of $71.48 for a carry-on suitcase to bring items back.
      Image Nine Dillards Receipt of $156.94 for two pairs of shoes.
      Image Ten Dillards Receipt of $389.15 for work dresses, cardigan, and undergarment.

Sincerely,

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

Your BBB Rebuttal Complaint # ******** was received in the ********************************** department.

****************, again I am sorry to hear about your disservice you experienced regarding receipt of your delayed luggage for which I have forwarded to ********************************* to expedite correspondence regarding the request for out-of- pocket expenses. We expect our staff to work closely with you to minimize your inconvenience. ****************,for future reference, regarding the status of your delayed luggage, and requesting luggage claims for out-of-pocket expenses such as damaged items etc. please contact the ************************* toll-free: 1-800-335-BAGS ***************).If you have been given a file reference; please visit our website to track the status of your claim: http://www.united.com.

****************, as a gesture of goodwill for the disservice you experienced, I have requested and issued a $300.00 electronic travel certificate that will be sent in a separate email. Please allow 3 to 5 business days for processing.

Again, I sincerely apologize for your overall experience. Please know that your comments have been shared with our operations team for review so we can continue to find ways to improve our service on the ground and in the air.

Thank you for your business and choosing United for your travel. We look forward to having another chance to serve you in the future.

Regards,

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

Customer Answer
Date: 08/16/2022

Complaint: 17612017

I am rejecting this response because: it is the exact same response the business sent on 8/10/2022. This is beyond unacceptable at this point!

Reattached my previous response stating my requested outcome.

Sincerely,

*************************
Initial Complaint
Date:07/22/2022
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.
Hi, my name is ************************* I booked a vacation with my boyfriend to ********* on June 25-July 1,2022. Flight #UA2388 Confirmation # FMQHV5 I am very disappointed with my first time flying with your *********** wont be flying with you guys again for sometime Ill take my business to another company . , I know things happen but my boyfriend and i paid to sit together then before boarding we were told our seats changed and no one unless a minor are allowed to change seats how is that fair ? I want a full refund refund that is unacceptable . Also on my flight coming back July 1,2022 my luggage was lost with my car keys in there with no way home . I am missing a lot of items that are very expensive worth over $2000.00 and i need to be refunded for it . Most horrible experience especially for my first time flying with you guys someone needs to contact me ASAP because this needs to be sorted out i need my money back . I cant believe this happened to me i am very upset . Whos going to refund me how long is this going to take ? I can be reached by email ************************ or ************ Clothes, purse ,Apple Watch & damaged bag.
Business Response
Date: 08/08/2022
Dear ************,

We received your feedback from the Better Business Bureau regarding your recent trip with us. I am very sorry to learn of your unpleasant experience and apologize for your change in seats when you traveled with us on June 30th, 2022. Based on the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Making reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind. Respectfully I regret your refund request has been declined as your ticket has been used. Once a ticket has been used it is not eligible for a refund.

I also want to apologize for missing items from your lost bag. Based on my findings, our records show that our ************************* previously received your claim and have issued you an Electronic Travel Certificate ($150) and a check ($498.00USD). If you have any additional concerns and/or discrepancies regarding your baggage claim,passengers are asked to contact our ************************* at **************.

However I do realize your flight experience with us was disappointing, and I would like to extend my apology by sending you another Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. This certificate may be combined with the previous certificate you received. Please allow 3 to 5 business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.

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 ********
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.

i always want to add that i wasnt asking for a refund for my flight .
i was asking for a refund on my damaged items and my lost items that i provided which was denied by United baggage claim . if thats the best you can do is refund me for my luggage i am not happy with that but i guess i have to settle this has been a headache dealing with this for over a month now and want to put this behind me .
how much extra is the additional travel credit ?

Sincerely,

*************************
Initial Complaint
Date:07/22/2022
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 UA415 from Milan to ******* on 6/4/22 was cancelled due to a mechanical issue and I was rebooked for the following day so I'm entitled to 600 euros per ** law because of the duration of the delay. I incurred the following expenses as a result of the delay: 40 euros dinner on 7/4/22 34 euros lunch on 7/5/22 $50.89 cab from airport to home on 7/5/22; would have taken train for $2.50 if I hadn't been traveling for 2 days.$10.00 ******* Wireless travel pass to get cell access to call United customer service to rebook my flight when the rude airport counter staff refused and said the flight I rebooked online could not be found and I had to call United customer ****************************** sent an offer of a $200 evoucher. Their website initially wouldnt allow me to send the refund request, I submit the request to the refund request department then they told me to send it to feedback department instead of just doing it themselves, the storage capacity for requested receipts is too low to include receipts, etc. They are intentionally making it difficult and time consuming for me to get the money that I am entitled to in the hope that I give up.
Business Response
Date: 08/08/2022
Dear **************:

The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and we appreciate your patience while we reviewed the circumstances surrounding the disruption to your travel plans. United Airlines has determined that, in this case, monetary compensation under ************** Regulation EC261/2004 is applicable for United Flight 415 on July 4, 2022. Monetary compensation will be awarded only to customers who were holding a confirmed reservation, a fare paid ticket, and were checked in and available to board the aircraft in accordance with Uniteds Contract of Carriage.

As alternative options to your claim for compensation under ************** EC261/2004 regulation, we would like to offer you a choice of a $1,000 (USD) United Travel Certificate* (redeemable and transferable toward the purchase of any United or United Express operated flight) or ****** United *********** miles (redeemable on flights operated by United, United Express or by Air ******, ***, Austrian, Lufthansa, SAS Scandinavian, Swiss, Thai and 20 additional ********************** worldwide.) To view additional *********** services and award options within the worlds largest network, including Star Alliance and our other global partners, please visit us at: http://www.united.com/mileageplus. The travel certificate is valid until December 31, 2023, and *********** miles never expire. If you are interested in one of these options, please let us know your preference via email and we will facilitate delivery via email within at least 7 business days.

However, if you still wish to pursue cash compensation under ** regulation in the amount of 600 euros, please reply to this email and provide a valid mailing address where you would like for us to send it. You will receive your compensation in the form of a check in U.S. dollars. Processing of your payment may take at least 6 weeks.

In addition to the monetary compensation of 600 euros, United will provide reimbursement for your dinner expense and the ******* travel pass purchase to secure cell phone access. Please be sure to provide the receipts for these two purchases. And please understand that United does not reimburse passengers for unused prepaid hotel accommodations, special events, or ground transportation at their destination nor do we absorb any additional costs passengers may incur once they have reached their ticketed destination.

We consider it a privilege to serve you and look forward to the opportunity to see you aboard the friendly skies of United soon. Thank you again for your patronage as a *********** member, **************.

Sincerely,

*********************
UNITED AIRLINES
Customer Care Management
Case ********

*Travel Certificate(s), including but not limited to (1) the validity date of December 31, 2023, with no extension, (2) there will be no refunds, (3) the Travel Certificate(s) will not be reissued if lost or stolen, (4) the certificate may be redeemed for credit up to its face amount only towards the purchase of an electronic airline ticket(s), where eligible, from United, and (5) if the face amount of the certificate exceeds the cost of the ticket for which it is surrendered, any residual amount will be applied to the same Pin for use toward another ticket until either the original issued amount is depleted or the expiration date has been reached, whichever comes first.

Customer Answer
Date: 08/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I will except the $1000 certificate. Thank you.

Sincerely,

*****************************
Initial Complaint
Date:07/21/2022
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 purchased tickets through Expedia for flights to ******** the flights were originally 400 some odd dollars I paid for economy plus which cost at $611 per person I received an email a couple months later tell me my flight was changed and I was back to normal economy when I called Expedia they told me I had to contact United when I spoke with United United told me that I paid for a regular economy seat that is not the case when I booked it economy seat was 400 and some odd dollars back in August 2021 before inflation rolls and I purchased economy plus for $611 now that Ive called and asked about it Ive disputed it everyone is telling me that I paid for only economy that is not what I purchased and no one is honoring it I would like to speak to somebody from corporate this is ridiculous false advertisement and I advise other people to stay away from United I am also a military member and *** also stated that several times to the employees Ive spoken with several times please stay away from this company sincerely ************************* United States Air Force
Business Response
Date: 08/09/2022
Dear ********************:

The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and our records reflect ticket number ************* was issued in your name, purchased from Expedia, and issued on September 28, 2021. The total amount of the ticket was $611.35 USD. The fare reflects Economy class was purchased. The ticket was then exchanged for *************, and travel was completed for the outbound trip. The return trip has not been completed yet. If you have additional information to share with us, please be sure to forward your information.

Thank you for your sacrifice and service to our country and patronage as a MileagePlus member, ********************* We look forward to continue serving your travel needs.

Sincerely,

*********************
UNITED AIRLINES
Customer Care Management
Case ********
Customer Answer
Date: 08/09/2022

Complaint: 17607261

I am rejecting this response because:

Sincerely,

*************************
the ticket were originally $438 we purchased extra leg room at total rate $611 per person then a couple months later the flight was changed we lost our seat we originally picked with extra leg room and our seat were moved back normal economy. Once I called about it was asked to pay another $160 for extra leg room which I already paid. Of course the response come day after I take the flight and due to weather my flight was changed. All Im looking for is my seats for me my wife *** and my son ******* to be giving is our original seats we paid for.
Business Response
Date: 08/15/2022
Dear ********************:

Please provide us with the ticket confirmation receipts for your, your wife's, and your child's tickets which were issued by Expedia.

Thank you for your cooperation.

Sincerely,

*********************
UNITED AIRLINES
Customer Care Management
Case ********
Customer Answer
Date: 08/16/2022

Complaint: 17607261

I am rejecting this response because:

Sincerely,

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

here is the receipt given.
Business Response
Date: 08/22/2022
Dear ****
The Better Business Bureau has forwarded your correspondence to my attention.
Your email clearly expresses your disappointment and I would like to extend my sincere apology for any negative impression that *** have been created.
I've taken care of your refund request for the fee of the extra leg room and requested for the refunds team to review.
Please allow up to 10 business days for processing. Our United Refunds team will send you an update when your request has been finalized. Your reference number is ******** / 61 / 63. If you'd like an update during that time, you can visit: https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx
We appreciate you choosing United for your travel and look forward to welcoming you on board a future flight soon.

Kind Regards,
Eva
*************************

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,

*************************
Initial Complaint
Date:07/21/2022
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.
My bag number is ********** My reservation number is 04RQPN Name is ********** I and my daughter arrived at HER by a3 431 on 7/20 at 11:40pm due to the delay, my driver had waited for me for over an hour, I went out immediately after got the checked in bag. I didnt noticed the damage until I arrived at hotel at 12:40pm. I was helped by 3 united agents about this issue, very frustrated 1- I contacted united immediately at 1am of 7/21, after put on hold for over one hour, I contacted by an auto agent by text, I was told I need to report to airport within 24 hours for claim. So, I went back to *********** on 7/21 morning at 8am, talked to Aegean agent, the agent told me to report to luggage, the luggage guy said I need to work with Aegean. I need to join a tour and have no time for this nonsense. So I left airport without any progress, I wasted two hours and round trip taxi cost 2- after I left airport, I received text message from united human agent *****, he/she sent me a link, told me I can file the claim without going to airport again. (Screen captures attached) 3- I am filling claim at 7/21 night, the instruction says I need to report to united before filling the claim, so I call united again, after putting on hold for 40 minutes, Rahul answered my call, he simply told me united is not going to help me with the damaged luggage, I should contact with Aegean airline. And he told me the previous auto agent told me wrong info, the misleading wasted my two hours and round trip taxi to airport!!!! Obviously, what ***** told me is also wrong!!!! Only Rahul is correct. I have wasted too much my precious vacation time on this issue, I bought tickets from united airline, I dont want to go any further, 3 united agents told me three totally different solutions!How would you like to handle it? I will continue to travel and need this bag until 8/16. ! I checked in my 90% new bag and got this bag out. Whos fault?
Business Response
Date: 08/08/2022
Dear **********:

The Better Business Bureau has shared your information with United Airlines ************************ with regard to ********************** case ********, and we are sorry to learn your baggage was damaged. To simplify the baggage claim process, airlines have agreed to be consistent with the handling of baggage claims. When travel involves multiple airlines, the carrier providing transportation to the passenger's final destination will coordinate resolution of a claim on behalf of the passenger. In this instance, our records reflect that Aegean Airlines transported you to your ticketed destination of *********, ******, and as such, Aegean Airlines would provide assistance.

We do hope this information helps to explain the process, **********.

Sincerely,

*********************
UNITED AIRLINES
Customer Care Management
********************** Case ********
Customer Answer
Date: 08/09/2022

Complaint: 17601872

I am rejecting this response because:

I was misled by three united airline phone call agents, I spent my previous time went to airport due to the misleading information. In your response I dont even see an apology.

Sincerely,

***************
Business Response
Date: 08/15/2022
Dear **********;

Damaged baggage claims are handled at the airport this way the Baggage staff can view the damage and decide if the bag needs to be replaced or repaired. In your previous message, you indicated that this information was already communicated to you via text and via phone. I am sorry for your disappointing travel experience and hope you will pursue this matter with Aegean Airlines who was the final carrier to transport you to your destination.

Sincerely,

*********************
UNITED AIRLINES
Customer Care Management
Case ********
Customer Answer
Date: 08/16/2022

Complaint: 17601872

I am rejecting this response because:
It seems you didnt read the entire message and didnt know what the problem is. You are not answering my complaint
Sincerely,

***************
Initial Complaint
Date:07/21/2022
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.
Flight Date: 06/15/2022 Flight Itinerary: *** - *** O2S4N6 I was scheduled to leave *** on Wed 6/15 for *********** with my family (wife, mother-in-law, 1.5 yr old daughter). They were traveling on reservation BM1ZC1. I was on reservation O2S4N6. I am a Platinum member and have flown with United loyally for years. And I have never complained, but what happened on 6/15 I will not soon forget and am considering choosing other airlines for future travel. The way we were treated was not the way someone who has spent thousands upon thousands of dollars with United should be treated. I am requesting that United refund my flight in full ($704.94) and fully reimburse me for the incremental costs I incurred for missing my flight (two car service trips on 6/15 @ $99.68 each), and a rental car I was forced to rent in *********** because our free transportation was no longer available (approximately $357 USD). We also request that United reimburse us for lost wages, as we had meetings planned in *********** ($2000 in lost wages) for taking a vacation day that was spent rearranging our entire vacation. Background on what happened: On 6/15 we were standing Premier Access check in at ************** kiosk with plenty of time to check our bags and make our flight. However, we ended up standing at the kiosk for 90 minutes and missed our flight. We had to fly out the following day (6/16), eventually reducing our vacation by 30 hours, and forcing us to incur multiple costs as a result. The reason given by the United team at Newark was that there was a computer issue, and as a result, they could not issue a boarding pass for my daughter, who was on the reservation as a lap infant. All of the Travel Ready documents had been submitted the night before, so there was no reason why she wouldn't be issued a boarding pass.
Business Response
Date: 08/08/2022
Dear ****************,

I am responding in relation to your past travel concerns forwarded to United Airlines from the Better Business Bureau regarding your travel in June 2022.

I'm sorry to hear about your experience.

We expect every agent to deliver great service and regret to hear that we've fallen short. I will share your experience with our internal teams so they can follow up and review this situation with the employee.

However, after review of your travel records, documentation was included indicating that you arrived 50 minutes before departure of your initial flight and that the infant ticket required the applicable taxes due, so our rate desk had to be contacted to have the ticket issued showing the taxes paid.

In regards to check in, via united.com we suggest arriving at least 90 minutes prior to departure for all international flights.

Regrettably, we do not reimburse for any prepaid expenses at your destination, or loss of vacation time. Also, we do not refund tickets when transportation has been provided and the tickets are used.

As a Premier Platinum member, we appreciate your business, and look forward to serving you in the future.

Regards,

**************
United Airlines
Corporate Customer Care
Case
Customer Answer
Date: 08/09/2022

Complaint: 17606186

I am rejecting this response because: I paid the full amount that was shown to me while purchasing the ticket. The United rep was on a phone for 90 min, so even if I arrived at the airport 90 min, we would have missed out flight. And we all were already checked in for the flight when we arrived at the airport.

Sincerely,

*************************
Business Response
Date: 08/16/2022
Dear ****************,
Thank you for your additional comments related to your past travel concerns and requests.
However, our decision remains the same.
As we have previously mentioned, after review of your travel records, documentation was included indicating that you arrived 50 minutes before departure of your initial international flight. We ask that for international destinations that you are there at least 90 minutes for check in.
We always want to reach a mutual understanding, and apologize for how this experience made you feel.

While I won't be able to honor your request on this issue, please know that I shared your feedback with the appropriate teams. We'll use your
comments to review our procedures with your point of view in mind.

We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.

Regards,

**************
United Airlines
Customer Care
Case 166069956182893
Customer Answer
Date: 08/17/2022

Complaint: 17606186

I am rejecting this response because: I will be taking this matter to the court so no need to reply.

Sincerely,

*************************
Initial Complaint
Date:07/21/2022
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 purchased 3 checked bags on United going to *********** and again 3 checked bags returning from PR. Total of 6 checked bags. I was charged multiple times for some reason. One of my cards at the time did not go through, and I tried again, same issue, so I used another card. Looks like the transaction ultimately did go through on the original declined card (I suspect the United app was having issues). I did a credit card dispute through Citi and for some reason which I do not understand, they went in favor of United. I have clear proof of multiple charges on these screenshots of both cards - Citi as well as Chase. Chase refunded 1 erroneous charge, but Citi took back their credit Information about the flight is attached. I am requesting $70 credit back to my Citi credit card
Business Response
Date: 08/10/2022
BBB ******************************** ***************:

I am sorry for the duplicate charges for the baggage fees. I have submitted a refund request for receipt numbers ************* and ************* for $35 each to be refunded back to the original form of payment. The form of payment shows to be a credit card ending in 6734. This credit should appear on your card in the next few business days.
We appreciate your business and loyalty as a valued MileagePlus member. We look forward to welcoming you on your next United Airlines flight.
Kind regards,
***********************
Customer Care Management
Case ID: ********
Customer Answer
Date: 08/12/2022

Complaint: 17601696

I am rejecting this response because:We will wait for the credit. Thank you.

Sincerely,

*********************
Business Response
Date: 08/15/2022
Complaint: 17601696
Dear ***************:
Receipt numbers ************* and *************, each in the amount of $35 have been refunded back to the original form of payment.
If you have any other questions or concerns please let me know.
Kind regards,
***********************
Customer Care Management
Case ID: ********
Customer Answer
Date: 08/17/2022

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:07/20/2022
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.
We tried to fly out on July 14, 2022 from *** to CAN on UA1656 for my family wedding.As we were getting ready to check in, United refused to check in my wife. My wife has an expired greencard with a I797 which extend the validity of her greencard by 24 month.United representatives insisted that ****** was not going to let her in.They showed us an intenal email that said due to all the fines united got they told their employees not to board any passengers I797 documents. They were insisting that it wasn't a United policy and it was the ****** Government entry requirements. I tried to ask them where that is document because when you go to the ****** Consultant website there is no where that was mention. The ****** website only said vaild legal permanent residence are allowed without visa.We talked to 2 supervisor that day and they said they will not board my wife as we tried to tell them that their policy is wrong for 2 day.They were so sure and they said they see it everyday were people were retuned because of the I797 *** that they deny boarding of passengers in the same situation.After this we decided to book another airline. We booked with Spirit airline and they had no issue excepting the expired greencard with I797 extension letter.Then we landed in ****** and got through immigration with zero issues at all. They saw my wife expired green card with the I797 extension letter and stamped her passport.I wanted to make sure it doesn't happen to other passengers and make United update their policy regarding this.That ****** does accept expired greencard with I797 extension letter and they should not deny passengers boarding. Our vacation was ruin but we tried to make the best of it at a cost.We ended spending **** dollars for new flight and another **** dollars to extend out stay there for another 2 days.I also filed a complaint with them with DHS TRIP as what they did a violation of passengers right to board.
Business Response
Date: 08/02/2022
Dear ******************:

BBB Case # ********
United Case # ********

The Better Business Bureau has forwarded your concerns to our attention.

I am sorry that we were unable to board you on our flight UA **** from ******* to ****** on July 14 as your wife was traveling with an expired Green **** and an I797 document. Please accept our sincere apologies for the frustration this caused you and your family.

When you arrive for check-in, we check your travel documents to be certain that you meet each country's legal requirements for entry. ****** does not accept the I797 document, and United cannot override entry requirements.

Our record show that your tickets were issued by EXPEDIA INCORPORATED, and I regret that they did not inform you of the required documentation for travel to ******. We recommend verifying current document requirements with the nearest consulates of the countries to be visited.

I see that you had already paid a $35 fee to check your bag. I have refunded this fee back to the credit card ending in 2184.

Your request for a ticket refund is appreciated. As the tickets were issued by EXPEDIA INCORPORATED, the refund has to be processed by the issuing agency. Please contact EXPEDIA INCORPORATED to request your refund.

We appreciate you chose United for your travel and hope to have the privilege of welcoming you back in the future.

Regards,
****** *****
Initial Complaint
Date:07/20/2022
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 returned from a ******* trip on the 16th of May using United Airlines. Upon arrival at *********** I noticed that my bag had been compromised and three bottles of cologne was taken. I immediately went to the baggage desk to alert the person working. There was a lady named Rose F working and I showed her my bag and told her what had happened. She gave me the information to file a claim. I called United Airlines customer service and filed my claim sending pictures of my bag that was compromised and pictures and prices of the fragrances that was stolen. That first call I was told that receipts were not going to be needed to receive my claim. I then got an email saying that without receipts that they will only give me $300, $100 per item stolen. I replied telling them I didn't have those receipts because no one buys cologne and fragrances with the intention of returning or exchanging them. They then replied via email saying again that they're only offering the $300 and then they added a $200 travel voucher. I again told them that was not sufficient. My colognes total up at $1,690 and their offer was not fair at all. I want to be compensated for the total amount of my stolen items and now I'm requesting a travel voucher as well (not only $200 either, something that can actually get me to and from somewhere) for the inconvenience.
Business Response
Date: 08/09/2022
Dear ****************,

Your correspondence with the Better Business Bureau has been forwarded to my attention for review.

I'm so sorry there were missing items from your bag when you arrived May 16,2022. I can only imagine how disappointing this was for you and sincerely regret the poor experience. Based on our records, it appears you contacted the ************************* and filed a claim. I am glad to know that they were able to issue a $300 reimbursement for the lost items. I understand you feel this is an insufficient amount to cover the losses and apologize for any misunderstanding when you contacted us regarding our policy. Receipts are required for all missing items when filing a claim. I have reviewed your request, and we are unable to provide additional compensation, if you have any more questions, you can also call our ********************** at **************. If youre outside the U.S. or ******, call **************.

We sincerely regret the travel did not go as you expected, and I appreciate you choosing United for your travel.

Best regards,

Dali Jalan
Corporate Customer Care
Case: ********
******************** #********

Customer Answer
Date: 08/09/2022

Complaint: 17495528

I am rejecting this response because:
So even while I have an open claim with the BBB, I've been trying to settle things with United Airlines myself. I want to also add to this complaint that just today I was asked by a rep at United Airlines to call the *********** police to ask for video footage from the United baggage area from the day in which my bag was compromised. So I did. I got a return call from a police officer from the *********** and he stated that camera footage is only kept for 30 days unless otherwise asked but in this case no one asked for the footage in time. He then asked me to call the United back and ask why they did ask for this footage themselves as apart of their investigation and I felt that was a great question. So I called back to United Airlines, got to speak to the same rep that told me to call the *** police for the video footage and then I asked that question. She was a supervisor and didn't have any good answer for me so the call was escalated to her manager. The manager the proceeded to tell me that the claims department doesn't have those resources get the video. I then told her that was not true because if it was requested in time by myself or the claims department we would have it. She tried to push me off the phone my offering me again $300 in a check that would take 25+ days to receive and a $200 travel voucher... but the insulting part is the supervisor I was on the phone previously that transfered me to this manager offered $300 check and $300 travel voucher, so now I feel like I'm being played with. I asked to escalate the call to a manager in the claims department and she told me that they do not have a direct number. I asked that she transfer me that and wait on hold with me until we get someone in that department on the line. She offer their email, I told her I have that email and don't want to go that route anymore. She then said she's not allowed to give out their number and that she can request that they call me back within 24hrs. So she lied bout them having a number. My concern here is where is the integrity for this being a huge ***************** I whole heartedly understand their policy and why it is the way it is, it makes sense. But if in my case I'm not able to provide receipts for fragrances and I'm claiming that it was stolen by your employee(s) why wouldn't you want to know who that is and deal with it instead of doing nothing and having this person continue to steal from people that will not always have receipts? The Manger than admitted to me that their claims department did not handle this case right but again will not offer anything more that what they have previously offered. I declined all their offers and am now waiting for a call from a manager in the claims department which she said is supposed to happen within 24hrs. We will see. I felt this was important that I add to my BBB report because it is honestly an outrage.

Sincerely,

*****************************
Business Response
Date: 08/15/2022
Dear ****************,

Your additional correspondence to the Better Business Bureau has been forwarded to my attention for review. I am sorry to hear about your missing items from your checked bag. If you don't have receipts for the missing items you can attach a copy of the credit card statement and circle the charges for the missing items, and cross out any personal information.

I will forward your feedback to our Baggage Desk manager about what took place. We will review the statement you attach to see what else we can offer you.

Regards,

*****************
Corporate Customer Care
Case: ********
Initial Complaint
Date:07/20/2022
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 purchased my ticket on Sunday 17 July, 2022 for $189.10. My flight was delayed not due to weather. I flew from ******* to ******** **. The original flight was delayed on part of the airline. Get to ******, run to my connection, get there and am told I missed it. Ok well I ask how can we fix this? They tell me to call customer service. They literally work for the airline and give me a card to talk to someone online and that they couldn't help me. There were three gate agents there who did not attempt to even apologize or help me. I was the only customer there. So I use the app to try to rebook a flight. I do this and am rebooked for a flight 6 HOURS LATER. I then email to attempt to get some compensation for arriving at my destination 4+ hours after my original time. The email simply apologized for the inconvenience and completely ignored my request for some type of compensation. I am livid. I have never experienced such atrocious service and inconvenience. According to their website since I arrived at my destination more than four hours after the originally scheduled time I am entitled to 400% of my ticket price. Yet the email simply ignored my request. This was their response.
Business Response
Date: 08/02/2022
Dear ****************:

BBB Case # ********
United Case # ********

The Better Business Bureau has forwarded your concerns to our attention.

I am sorry that our flight from ******* to Washington on July 19 was delayed. Please accept our sincere apologies for the frustration this caused you, especially since you missed your connecting flight and did not get any assistance from our staff to be rebooked on an alternate flight.

We work hard to maintain on-time flight schedules; however, sometimes unforeseen circumstances can present operational challenges. We appreciate your feedback, especially when considering how to improve our performance.

Our records show that a $150 travel certificate was issued to you on July 19 for the inconvenience and has been sent via e-mail. I am sorry if you have not received it. I have resent a copy of it to you at ******************************************.

Thanks for your willingness to express these concerns, and we hope your next trip with us will deliver the experience you deserve.

Regards,
****** *****

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