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, Inc.

  PO Box 830113 Miami, FL 33283-0113

• 

  United Airlines

  3901 Mokulele Loop, #23 Lihue, HI 96766

• 

  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

• 

  United Airlines, Inc.

  Philadelphia International Airport Essington Avenue Philadelphia, PA 19153

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:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been flying United Airlines regularly with family for multiple international trips to AND FROM ***** and ****** from US .The return policy of even the refundable tickets gets had got me VERY uncomfortable. Instead of refunding to card I end of getting restrictive travel credits. I recently canceled a ticket with PNR O8CNM9 as it showed longer wait times from mexico to ****** via *******. The full amount was $1454.22 was not made avialble to me in time. I immediately had to book another ticket which is OSNK26 paying the full amount from my credit card again despite having credits . Request United to refund the cancelled ticket as I cannot keep so much amount of debt in my credit cards . Because prior these I had booked NE4G8R , BUT despite customer service told that it would come back to my credit card , was refunded via restricted travel credits and that too the fund went back to individual accounts of my family members despite the fact that I had booked the ticket from my account using my credit card . Basically United had been providing its travel credit to me and making sure that I find it difficult to use . If you see I have travelled many times this year . Many a times United had cancelled my original flight and gave me alternative.For Now , all I need is from UNITED to refund me back $1454.22 ( for cancelled O8CNM9 ) to my credit card and once for all keep me out of the loop of the restritive travel credits since OSNK26 was booked for same amount as the travel credit was not made available in time for me to book OSNK26, on which I travelled.

  Business Response

  Date: 08/09/2022

  Dear **********:
  
  BBB case ID ******** 
  United case ID ********
  
  The Better Business Bureau has forwarded your concerns to our attention.
  
  I am sorry about the confusion regarding our refund policies, and I regret that you did not receive your credits before you purchased your new tickets from *********** via Newark to ******.
  
  All refunds are issued back to the original forms of payment used for purchase. I have researched your reservation O8CNM9 and found that 3 tickets had been issued at a total air fare of $484.74 per ticket. As you had used travel certificates and your credit card to purchase these tickets, the refunds have been issued as flollow:
  
  0162424486567 -   ************************
  $484.74 were paid for by a travel certificate
  $484.74 were refunded back to a travel certificate (PIN ***********
  
  ************* - DAS, SUBHAM 
  $170.34 were paid for by credit card ending in 9559 
  $314.40 were paid for by a travel certificate
  $314.40 were refunded back to a travel certificate (PIN ***********
  $170.34 were refunded back to your credit card ending in ending in 9559
  
  0162424486570 - **************************************
  $484.74 were paid for by a travel certificate
  $484.74 were refunded to travel certificate (PIN ***********
  
  We are unable to issue a credit card refund in exchange for your travel certificates. Your travel certificates are valid until December 31, 2023. You can always use travel certificates as a discount on a new ticket for yourself, a family member or a friend. Since these are non-transferable, you'll need to give them the promotion codes and PINs that are on the face of the coupons. 
  
  Thank you for choosing to fly with United, and we hope to see you on board soon.
  
  Regards,
  ****** *****

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17594398
  
  I am rejecting this response because:the travel certificates are restricted till 2023 . Also as I paid OSNK26 fully by my credit card.Had the certificate available I could have used . I waited for few hours for it to be available.  But again as it was a last moment ticketing decision I couldnt have waited longer . Also note that I always end up with travel certificate from UNITED . Please for once help me to get back the funds . I dont have a travel job . So I cannot use this . At least give me something more flexible. Other carriers make their travel certificate available immediately. So I shouldnt be penalized for something Related to United airlines internal system.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2022

  Dear **********:
  
  BBB case ID ********
  ********************** case ID ********
  
  The Better Business Bureau has forwarded your rejection to our attention.
  
  We have carefully reviewed your refund request again, and we are unable to offer you a refund in exchange for the travel certificates as you had used travel certificates to purchase your tickets.
  
  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 the travel certificates are valid until December 31, 2023, you can book travel beyond the expiration date. You just have to redeem the certificates prior to the expiration date.
  
  Additionally, travel certificates can be combined and be used by anyone of your choice.
  
  If you need an extension, though, just reach out to us and well take care of it for you. 
  
  Regards,
  ****** *****

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17594398
  
  I am rejecting this response because: I had to pay full amount again despite United owing travel certificates to me . United is not accepting any responsibility as this happened due to their systems arent robust enough. I wish these funds were made available to me . I will consider going to small claims now as I strongly believe that United is wrong .
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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 sent my bag to ************* instead of *********. They simply sent an email saying it was delayed; basically they said too bad get it later. I went to my grandparent's house and had to drive an hour back to the airport at 11 pm. When I got there I could see my bag, with my name on it, through the United baggage service window, and the lights were on. The door was locked so I knocked and no one answered. I went to the ticket counter and there were no United employees. A Delta employee looked in the break room for me but there was not a single United employee in the airport. I called customer service and got an estimated 15 min hold time, but after 50 minutes of waiting I gave up and drove an hour back home. It was so frustrating to see my bag, with my medications and toiletries, through the window while not being able to get it. I now have to drive another hour back out to the airport today to pick up my bag and I had to buy new toiletries and a jacket. United customer service has never answered my phone calls. I could not be more angry with them. I think its unacceptable for a company like united to 'accidentally' send my bag to a completely different city and not fix their mistake. Every other airline's baggage service desk was attended, except for united. It's so hard for a single individual like me to get restitution from a company like united, especially when they don't ever answer their customer service line. I'd like the ******************** to look into United; they are the worst airline company in the US in my opinion. Thank you for your help. Please let me know if I can provide any additional Information.

  Business Response

  Date: 08/08/2022

  Dear ******************,
  
  I am responding to the correspondence you forwarded to the Better Business Bureau.    
  
  I'm sorry your luggage traveled on a different flight than you, and regret the inconvenience this caused when it was routed to *************  in error.
  
  We never want our customers to be separated from their luggage, but there are times when this occurs due to operational needs or unexpected situations. While I hope this doesn't happen in the future, I recommend packing items like medication, prescription eyewear, required travel documents and personal items in your carry-on bag just in case. If you have any additional questions or concerns, please contact our ************************* at: **************.
  
  I've shared your feedback with our Baggage and Operations teams so we can continue improving our services.
  
  I have issued you a $125.00 electronic travel certificate that will be emailed to you within a few days.
  
  We look forward to rebuilding your confidence in our service, and hope you'll give us the opportunity to provide you with a more positive experience in the future.
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
   

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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 husband and I were on flight #UA ****. We were supposed to board at 8:07 pm MT however we did not board until 10:06 pm. We were extremely late arriving back home and as a result had to miss work. I asked what I presumed to be a manager for United Airlines of some sort, as he was in a blue suit and had a walkie talkie. Unfortunately I did not get his name as he did not want to provide it, nor did he allow me to see his name badge. I politely asked him for a status update on the delayed flight and if he knew when would depart? He looked me directly in the eye, put his hand up to my face and said "I have to go pee" and then proceeded to walk away. I feel this was very unprofessional treatment.

  Business Response

  Date: 07/27/2022

  Dear ****************:
  
  BBB Case 17588821
  United Case 21024602
  
  The Better Business Bureau has forwarded your concerns to our attention.
  
  I am sorry that our flight UA **** from ****** to *********** on July 18 was delayed. Please accept our sincere apologies for the frustration this caused you both.
  
  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.
  
  Your request for a refund of your tickets is appreciated. However, since travel was provided and the tickets were used, a refund does not apply. 
  
  Our records show that UA **** departed ****** with a delay of 79 minutes and arrived in *********** with a delay of 70 minutes. Regrettably, we do not offer compensation for flight delays less than two hours.
  
  And I am concerned to hear about your interaction with our ****** Representative. There's no excuse for unprofessional behavior, and I'm sorry this wasn't a more positive experience. I will forward your feedback to our ****** Station Manager so we can follow up internally.
  
  Thanks for your willingness to express these concerns, and we hope your next trip with us will deliver the experience you deserve.
  
  Regards,
  ****** *********************************

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17588821
  
  I am rejecting this response because of the unprofessional treatment I received from your employee. I was disregarded, embarrassed, and made to feel inconsequential. 
  

  I understand the reasoning for the refund decision. 
  

  Would United consider crediting my account for future flights? 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2022

  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.

  On Monday, May 23rd--I arrived at *** at 10:00 pm PST. My luggage was located in ***. I was traveling for business meeting on Tuesday, May *****th. Because my meetings were earlier in the day, I had to go out and buy toiletries, makeup, business clothes and shoes to be able to complete me business travel. Receipts totaling, $671.82 are attached. My baggage arrived while I was out at my meetings for the day on Tuesday, May 24th at 3:12pm UTC. In addition, I paid to check said delayed baggage, total $35.00 I would like to fully covered for the total amount of $706.82. If needed, I have further documentation.

  Business Response

  Date: 08/02/2022

  Hi Raven,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your delayed baggage claim.  I appreciate the opportunity to respond to your concerns.
  
  I'm sorry you had to purchase unexpected items since you were without your luggage.I understand this is not how you expected to spend your time away from home.
  
  Our ************************* handles all baggage-related concerns. You'll need to download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions. I recommend keeping copies of the completed claim form and receipts for your records.
  
  http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx.
  
  A baggage specialist will reach out to you directly after reviewing your claim.
  
  I appreciate you chose United for your travel; I hope you'll give us a chance to give you a more positive travel experience.
  
  Regards,
  
  ********
  Customer Care Management
  **********************
  Case 21055752
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17588729
  
  I am rejecting this response because: I have already submitted a claim via the link: http://www.united.com/web/en-US/content/travel/baggage/delayed.aspx, however, the United Airlines system would not allow me to upload the documents that I attached to my complaint here. When I got into an email correspondence with R Ringluichon, United Airlines Baggage Specialist / Baggage Resolution Center--they did not have a solution available for getting all of my documentation captured, leading to my claim not being reviewed. This is the reason I took my complaint to the BBB. 

  If someone from United Airlines could add my documentation to my complaint in the system to move it forward, I will close my complaint here. However, I want it handled no matter what avenue is needed. 

  
  Best,
  *********************

  Business Response

  Date: 08/15/2022

  Hi Raven,
  
  The Better Business Bureau has notified United Airlines that you have further concerns regarding complaint # ******** against us regarding your baggage claim request.  I appreciate the opportunity to respond.
  
  Our records indicate that your baggage claim has been completed by our ************************* and a draft check for your expense reimbursement has been issued for $671.82 on August 9, 2022.
  
  We appreciate your business as a MileagePlus member and hope to see you onboard again soon.
  
  Regards,
  
  ********
  Customer Care Management
  **********************
  Case ********
  

  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:07/19/2022

  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 a ticket on United Airlines in April using Airline miles and $535 in cash. The flight was to leave June first Norfolk-*****************-Frankfort *******-******* ********-******* ***********. The record locator was HM0W4Q. The flight from ******* went off without a hitch. The flight to Frankfort was delayed due to a hydraulic issue in the plane. We changed gates and than they made an announcement. "Anyone That wants to give up their seat can get a $2500 travel credit." I spoke to a tall middle aged gentleman with **** hair and a **** pony tail who was the manager and he said if i release my seat i will get the $2500 flight credit. So i did as he requested since i would miss my connection in ******* anyway. After the doors closed he gave me my flight credit and it was only $100. They stated because i was non revenue i would not get the $2500 credit. So i was like "No let me on the plane that wasn't the deal." They said well "We closed the doors and the plane left sorry." So now it's already July 18th, Now i have received many emails asking me if my compensation has arrived and still just the $100. They even said they would refund the money i paid for the Economy Plus Upgrade seats i paid for but yet still nothing. I am still hopeful United will do the right thing here and give me what they promised me. I am just being hopeful you can help me to resolve this. I have flown half a million miles with United and Continental before they merged.

  Business Response

  Date: 07/28/2022

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

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

  I'm very sorry for the confusion regarding the amount you would receive in the form of an electronic travel certificate if you volunteered your seat.

  Please allow me to research this further with the Supervisor at the ***************** as that type of compensation is issued and provided there.

  I will follow up with you once I have more information.

  We greatly value your trust and MileagePlus loyalty.  I look forward to speaking with you again.

  Regards,

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

  Customer Care Management

  Case ********

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17587974
  
  I am rejecting this response because: the airport was IAD ***************** not *** *********. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/02/2022

  Dear Mr. *********:

  Thank you for your response.

  My sincerest apologies.

  I'm so sorry that I referred to reaching out to the Supervisor at the ***************** when I should be contacting the Supervisor at the ******************) Airport.

  I've reached out to the Supervisor at the ******************) Airport to research further.

  I will contact you once I receive more information.

  I thank you for your continued patience.

  Regards,

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

  Customer Care Management

  Case ********

• Initial Complaint

  Date:07/18/2022

  Type:Customer Service 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.

  Lost cell phone on flight. phone was found, before I knew it was missing. *********** accessed the emergency contacts on the found ************ information to have phone returned. That was 6 WEEKS AGO!! I have lost id & FOUND id, however they cant send it to me

  Business Response

  Date: 07/28/2022

  Hello BBB.. I will be happy to review and address this matter with the customer. Thanks *** CCP *************** 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17586697
  
  I am rejecting this response because:

  I have now received 2 notes, forwarded from United, thru BBB, saying United would address this issue directly with ME, & STILL have heard nothing, nothing since JUNE 14, 2022. Please advise how/when reasonable timeframe for connecting with this person from United??
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/16/2022

  Hello ****************... we sent the following to the customer:

  Please note that we have been unable to receive any details from SkyWest in regards to the missing phone and encourage the customer to contact SkyWest as directed. 

  
  > On Jul 28, 2022, at 9:28 AM, ************************************ wrote:
  >
  > ?Hi ****,
  >
  > We have received your claim noted above, as well as your concerns from the Better Business Bureau and will be happy to assist you.
  >
  > In reviewing your concerns it seems you lost your phone on a Skywest flight and it was Skywest who contacted you regarding the phone? I will be happy to try and reach-out to Skywest on your behalf for further details regarding your missing phone and if a reply is received I will promptly contact you.
  >
  > Skywest can be contacted directly at:
  >
  > https://urldefense.com/v3/__https://www.skywest.com/contact-skywest__;!!HYthtcT8!b3vqje01EtVDjkS425RK9MeiTdUy5UO_qRVLZLTyAI2k80Imqh5e8vuO5aEpQk5puMtQPu8J6U_UbRJm$
  >
  > Thank you for your support of United and our ********************
  >
  > Regards,
  >
  > *********
  > Customer Care
  > Case ID: ***************

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17586697
  
  I am rejecting this response because:

  Nothing new, no resolution, NO PHONE written 7/28. (Today is 8/17/22)

  Phone was lost/found 6/4/22 on United flight from **** to ***.  I followed instructions provided by whoever FOUND the phone, (SkyWest??) 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/24/2022

  ************** has ben ********************************** phone was found by the team at SkyWest, not United Airlines. You may request further assistance in locating your phone through the following:
  
  
  https://*******************/ReportLostItemCBEmbedbu.asp?customerid=2474

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17586697
  
  I am rejecting this response because:Skywest is a division of United, isnt it? Why would Skywest have access to a United Airlines aircraft? I followed the link provided by the above email, & it is also a UNITED Airlines link!?!? Looks exactly like the form that I have filled already, at least 3 times 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/18/2022

  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 am writing about a "refundable" travel reservation that that the business (United Airlines) refused to issue a refund for the unused flight segment of the fare. This refers to United confirmation: G59M5M, a refundable round-trip fare departing ***-LIS on 5/22/22, returning LIS-*** on 06/21/22. However, our plans changed and on 06/17/22, I requested a refund for the unused flight segment of our reservation (LIS-***).On 06/26/22, United replied as follows: The portion of the ticket that you have submitted for refund represents one segment of a round-trip fare, which is based upon, and requires that the entire travel be completed. Since travel was not completed as ticketed, we must calculate a refund based on the following formula: Fare paid - minus fare used - minus penalty (if applicable) = refund value We find no refund is due, as the value of the fare for the transportation used equals or exceeds the fare paid for the ticket. This email reply from United Refunds was in reference to the following:PASSENGER: ************************* TICKET(S): ************* REQUEST *********** and PASSENGER: ***** VITALEVNA TICKET(S): ************* REQUEST *********** I have a couple major problems with their reply: First, how is it that a fare can be refunded after the entire travel has been completed, Second, they go on to calculate a refund which they offset against a penalty (if applicable) that they did not disclose (anywhere on the booking confirmation or on their website) what the penalty might be.I paid $1,314.17 for each round-trip for my wife and me. Given that the average fully refundable fare for the first leg that we completed (*** to LIS) is about $890 we should be getting a partial refund of about $848 total ($424 each).Had United fully disclosed the penalty (if applicable) on their refund policy that this could be as much as the unused flight segment, I would not have spent extra funds (approx. $250 each) to purchase two refundable fares.

  Business Response

  Date: 07/28/2022

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

  Thank you for your patience while we took a closer look at your ticket.
  
  After carefully reviewing the details of your trip again, we decided we're unable to offer you a refund. 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.

  If I may refer you to United Airlines Contract of Carriage:

  Rule 27 Refunds
  B. Ticket Refunds - Voluntary
  2. If a portion of the Ticket has been used, in accordance with these rules, the refund will be an amount equal to the positive difference if any, between the fare and charges applicable to the Ticket issued to the Passenger, and the fare and charges applicable to the transportation of the Passenger covered by the used portion of the Ticket.

  The portion of the ticket that you have submitted for refund represents one segment of a round-trip fare, which is based upon, and requires that the entire travel be completed. Since travel was not completed as ticketed, we must calculate a refund based on the following formula: Fare paid - minus fare used - minus penalty (if applicable) = refund value We find no refund is due, as the value of the fare for the transportation used equals or exceeds the fare paid for the ticket.

  However as a goodwill gesture I have sent you $200 electronic travel certificates which you can use on a future United or United Express flight. Electronic travel certificates are valid until 12/31/2023.

  Kind regards

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

  Customer Care Management

  **********

   

   

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17585471
  
  I am rejecting this response because: 

  The cancellation policy (Rule 27 Refunds) mentioned in the response from United Airlines (**) was not disclosed at time of booking nor can it be found on the ** website.  I have done multiple searches, and none have yielded meaningful results.

  
  Moreover, had I known about Rule 27 cited by **, I would not have paid the extra to purchase two (2) refundable fares when the Rule 27 does not indicate that a refund would be forthcoming

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

  Business Response

  Date: 08/11/2022

  Hi ****,

   

  Hi ****,

  I'm sorry that we can't agree on how to best resolve this situation. We always want to reach a mutual understanding, and apologize for how this experience made you feel.
  
  The portion of the ticket that you have submitted for refund represents one segment of a round-trip fare, which is based upon, and requires that the entire travel be completed. Since travel was not completed as ticketed, we must calculate a
  refund based on the following formula: Fare paid - minus fare used - minus penalty (if applicable) = refund value.  We find no refund is due, as the value of the fare for the transportation used equals or exceeds the fare paid for the ticket.
  One way ticket cost ***-LIS is much higher than a roundtrip fare. We wish our reply could be more favorable. 
  

  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. I hope you'll be able to use the$250 electronic travel certificates on a future United flight.

  Rule 27 can be found on United.com Contract of Carriage.
  
  We appreciate your business and look forward to providing you with the service you expect and deserve on a future United flight.

  Kind regards

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

  UA21117148

• Initial Complaint

  Date:07/18/2022

  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 am submitting this complaint via BBB in the hopes that someone at the United ************* team notices request *************** which has been sitting in their system for about a month with zero acknowledgement. If someone read that request, they would learn that 1) United instigated a "controllable" cancellation of a flight I paid $2,734.40 for, meaning it was at the sole discretion of United and not for any mechanical or weather reason 2) A United representative confirmed to me that it was a controllable cancellation, and that same United rep informed me that per DOT guidelines I was owed a full refund of full fare and fees. This representative told me to submit the request through the "airport experience" help desk rather than the normal refund process for some reason 3) Nothing has happened - a month has passed with zero acknowledgement from United on this matter at all. I called 3-4 times, emailed several times, and no one has been able to say anything other than "it's with the care team and they are backed up and I cannot give you a timeline when they might be able to see this request," which is not my problem. I would simply charge this back via my credit card, but a combination of flight credit + credit card was used for this reservation and only United can ***** the credit portion. It should be extremely simple for someone at United to authorize the refund and travel credit given such a straightforward case. If someone sees this, the confirmation number for the reservation in question is LE13W0, the cancelled flight was UA2145 on June 17th, and all relevant details are in help request *************** with the United ************* team. Having heard absolutely nothing from United on this matter and considering the amount owed, I am hoping someone sees this soon, because the next step from my end will be legal action.

  Business Response

  Date: 08/05/2022

  Dear ********************: 

  I've taken care of your refund request for any unused segments 
  

   
  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 ************* . 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: 08/08/2022

   
  Complaint: 17563811
  
  I am rejecting this response because: 1) Details of the actual refund request contents are vague (the meaning of "for any unused segments" is not clear - is this the full refund United promised?), and 2) Whatever refund request did happen is still in a pending state (United's website says "Your refund request has been received and is pending review. We appreciate your patience and you should hear back from us by Aug 19, 2022 about your refund status."). Since pushing the request another 11 days exceeds BBB's 7-day window to automatically resolve, I am rejecting the resolution pending the outcome of that refund request. I will withdraw this complaint upon receipt of the full refund.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/15/2022

  Hi ********************

   

  Since there is no value left on the ticket, I won't be able to provide you with a refund since the ticket was flown. We do not refund used tickets. We can not offer a financial refund as you flew the ticket, it no longer holds value

   

  Did you not fly the ticket? 

   

  We need a conversation. 

   

  I look forward to your response. 

   

  Thank you Eva *******************************

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17563811
  
  I am rejecting this response because: United denied the refund after failing to include details related to the initial request. The conversation the representative needs to have is with the United customer care team regarding request *************** which has still not received acknowledgement or response after nearly two months. To not provide a refund for a controllable cancellation is a breach of DOT regulation. I suggest this representative read the following helpful information: https://www.transportation.gov/individuals/aviation-consumer-protection/flight-delays-cancellations particularly the bit about "significant delay." I am happy to discuss these details with the United customer care team at any time. My account can be found through the original request 165576488255362
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/16/2022

  Hi Alexander

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

  I've taken care of your refund request.
  

   
  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  ******* / ********. If you'd like an update during that time, you can visit: https://www.united.com/web/en-us/content/reservations/refunds/refund.aspx
  

   

  Kind Regards 

  Eva Pristera 

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17563811
  
  I am rejecting this response because: As with the previous refund request, the current refund request shows a date of "By Aug 31" which is beyond the 7-day window required for a BBB response that would resolve automatically. As with the previous request, I will withdraw this complaint voluntarily following the successful processing of the refund request.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/18/2022

  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.

  My Brother in law passed from Covid on May 26th 2022. I went through Expedia to buy a ticket to go from ** to ********, **. The system screwed up the ticket and i canceled right away. Electronic ticket (Void)0167817744697 tracking ******** Airline confirmation number GKL1WF. my account was charged $225.10 in my bank account and was labeled pending. I phoned expedia and they confirmed my cancellation and then phoned United Airlines. A United Airline rep told me that she shows my trip canceled and the pending amount in my account would just fall off. LIE LIE LIE... It didnt fall off and United took the money. SMH! I phoned them and United told me they would take care of it. I had to charge back from my bank. now the charge-back just was reversed by my bank because United LIED again... i will upload an email with the cancelation and the *** wording that I would receive a REFUND from United. NEVER HAPPENED! the email attachments i just put on your site is proof beyond a doubt that i am telling the truth.

  Business Response

  Date: 07/29/2022

  Dear ******************,
  
  I am responding to BBB Complaint ID ********. 
  
  First and foremost, please accept my condolences for the loss of your brother. 
  
  I apologize for the frustration and confusion regarding your refund request. The experience you described is certainly not reflective of our commitment to providing our customers the highest level of service. 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 a dispute was opened with your bank regarding the charge. I have made the appropriate request to refund your reservation to the original form of payment, however, if the dispute is still open, the refund will not be able to process until it is resolved. Please allow up to 10 business days for processing. A representative from our Refunds team will contact you directly once the refund is complete. 
  
  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: 08/01/2022

  Where is my REFUND?  My bank stopped a charge-back!  I am $225.10 short on my bank account!  Return/Refund my money at once!!!
  
  

  Complaint: 17585473
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/11/2022

  Dear ******************,
  
  I am responding to BBB Complaint ID ********.
  
  I have reviewed your reservation and see that a refund to the original form of payment was processed on August 3, 2022. It can take 1-2 billing cycles for the funds to post back to your account. 
  
  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: 08/11/2022

   
  Better Business Bureau:

  United Airlines should make up for over nine hours that I had to spend on this subject. A simple refund has been excepted! But the damage has been done. Where is my sorry! Just a simple refund is acceptable yet unacceptable when it comes to how I was treated by this company. Maybe a free round-trip ticket first class to ******** or ******** from ***********?

  
  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:07/18/2022

  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.

  This is a claim against United Airlines as result of loss baggage which includes A Vista Baby Travel System in the amount of and failure to return the baggage or refund money for lost items. Which include : Vista baby travel system that was $1400 on Flight UA973 from ******* to ******* on April 28, 2022. A claim was filed on May 8, 2022 reference number : ORD69385M and since then it has been 12 weeks and nothing has been resolved. I have phone records where I have contacted serval different agents each week and they keep telling me they are "escalating " it to claims and nothing has been done. They are literally refusing to return my money and keep sending me in circles saying the claims department is going to reach out to me but nothing has been done.

  Business Response

  Date: 07/28/2022

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

  The Better Business Bureau has shared your information with United Airlines ************* Management. 

  I contacted our Baggage Resolution Desk and they stated that they have informed you to send the receipt of the lost item.
  
  The representative stated that you need to send the receipt of the stroller and all the items included to: *************************************.

  Once the information you send is reviewed, they will contact you with a resolution.

  We appreciate your patience.

  Regards,

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

  21027884

   

   

   

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17585405
  
  I am rejecting this response because:Number 1: When I filed my claim on May 8,2022 with the United Representative we already wrote on the claim that My VistaBaby Travel system was an overseas store purchase back in August 2021 in which I have no receipt and have since returned back to the U.S which is why I was on this flight from ******. This has been recorded on the file and several weeks conversations with several different agents since then and every time they tell me "it's ok", and they will "escalate ". There are recorded conversations of the agents saying just this. So why are we still discussing a reciept 3 months later? I can send a receipt of the brand new stroller I have now had to purchase because of United Airlines lack of care for my FIRST travel system and they can reimburse me for that as well. I have also sent over now and did back in May a picture of the wheels they returned from my travel system and the picture of what the stroller and car seat looked like along with the price for it. This has been done repeatedly and they still refuse to return my money or make any further action. So no this is unacceptable. 

   

   

  I have no 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/02/2022

  Dear ************:
  
  As you know, all baggage claims are addressed and handled to conclusion by our *************************.  A representative from the ************************* will follow up with you today.
  
  Thank you very much for your continued patience and understanding.
  
  Sincerely,
  
  *********************
  UNITED AIRLINES
  Customer Care Management
  Case ********

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17585405
  
  I am rejecting this response because:
  No one ever follows up no matter how many times you all say it. I had to call in yesterday and was told I'd receive a settlement letter. I received an email stating I would get $100 for my $1500 stroller. You all must clearly be confused and out of your minds if you think you can lose my entire $1500 not even a year old vista baby travel system inclusive of a stroller and car seat , then take two months to even respond , so I had to buy my baby another brand new stroller and car seat ONLY because I reported you all to the BBB and **** of transportation then to try to only offer me $100 saying it's because I had no receipt of my original purchase. Nobody just keeps receipts because you all are irresponsible! I will continue with my lawsuit in small claims and see you all in court.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/10/2022

  Dear ************:
  
  The dollar amount of the settlement was based on your not providing a receipt of purchase for the stroller.  I do regret your disappointment with the settlement from United's ************************* regarding baggage claim ORD69385M.  I have shared your feedback with our ************************* team for their information and use.
  
  Thank you for your time, and we look forward to providing you with a more positive travel experience.
  
  Sincerely,
  
  *********************
  UNITED AIRLINES
  Customer Care Management
  Case ********

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17585405
  
  I am rejecting this response because:as stated before the fact that you all Expect someone to keep a receipt for items purchased almost a year ago is ridiculous. I do have the receipt for my new stroller and car seat I had to buy for my child and I accept the money back in full compensation to help since you all did not pay for the last one totaling over $1000. Completely ridiculous. 
  
  Sincerely,
  
  ***********************