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:07/17/2022

  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.

  Due to negligence and misinformation, my luggage was kept from me for 5+ hours (Im still waiting for it) at the ************** after flying in from *********. I was told by both the overhead system on the plane, as well as on the United app, that my luggage was to be collected at carousel 11. In an attempt to locate carousel 11, I left the area my baggage was actually delivered to (carousel 1) and, due to airport rules, was not allowed to re-enter the area to retrieve my luggage. **************** was not only unhelpful, but rude and demoralizing, inferring my stupidly and gaslighting me throughout the process. I would like to be compensated for the time spent at the airport waiting for my things due to their misinformation.

  Business Response

  Date: 07/28/2022

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

  I'm very sorry that your experience with your baggage in the ************** did not meet your expectations, and offer my sincere apologies.
  

  While the baggage arrival carousel can change, and that is not something that we normally provide goodwill for, I will be happy to provide some bonus miles to your MileagePlus account.  In order to do so, I will need your flight number and date of travel, as the attachment you sent did not include that information, and I was unable to locate a past date reservation for you.
  

  Thank you for choosing United Airlines and MileagePlus.  You are a valued customer and your business is appreciated.
  

  Sincerely,
  

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

  Customer Care Management

  Case ID ********

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1, my husband and I flew from ********* to ******, and then ****** to **** through United airlines. On July 2, we arrived in **** and discovered neither my husband nor my bag made the flight. We waited in line 2 hours to report our bags missing. We then waited on hold a combined 4 hours that night on the phone trying to locate our bags and ensure they arrived in time for our cruise. We were told that once they arrived in Rome, we would be notified and theyd be delivered within 6-8 hours to our hotel. The next day, my husbands bag arrived in Rome. We were never notified. 28 hours later, after not hearing anything, we went to the airport to retrieve it ourselves. We only knew it was there because we put luggage trackers in our suitcases. MY bag on the other hand, was sent to the WRONG COUNTRY AND THEY FORGOT TO SCAN IT. Again I spent multiple hours on hold, and had to explain to an agent that even though their system said my bag was in Newark; it was in fact in *******, per my AirTag. They were able to have the ****** staff locate my bag, but it did not arrive in time (I told them the first day we were leaving in 3 days for a cruise) and I had to go 10 days without it. Obviously, I spent a lot of money on purchasing clothes and toiletries to replace the items in my suitcase during that time. Now trying to get them to take responsibility for their errors and refund my expenses is impossible. Their website did not recognize the file reference or baggage tag from my form, which I believe is their first attempt at not being accountable for their legal responsibility for lost and delayed luggage. Then I was sent a form and asked to complete multiple pages of information, including original receipts for items from the suitcase in addition to the receipts I saved for items I had to purchase. I believe this is their second attempt at not being accountable. Because I had to email it, there was not enough data capability to upload all requested documentation.

  Business Response

  Date: 08/02/2022

  Hi ***************:
  
  Your BBB Case # Complaint #******** was received in the ********************************** department.

  
  **************, I am sorry for the disservice you and your husband experienced with luggage.  Upon receipt of your complaint regarding the delay of luggage for passenger reservation GG9VNY with travel originating from ********* to Rome originating on July 1,2022.  I have contacted United ************************* who advised that a claim has been filed and approved in the amount of  $459.07USD as of July 1, 2022. 

  
  **************, 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.  

  
  Because I realize you both have been negatively impacted therefore, I am issuing you both a $200.00 electronic travel certificate that can be used for a United or United Express flight within one year of the issuing date. You'll receive it via email within the next few business days with instructions on how to use it.

  
  We appreciate your business and we look forward to serving you again on a United Airlines flight.
  
  Regards,
  
  ****
  Corporate Customer Care
  Case# ********                       

  
  

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17579913
  
  I am rejecting this response because: not enough reimbursement has been received for the delayed luggage claim. I submitted receipts totaling $885.29 for expense incurred when my husbands suitcase was delayed 2 days and mine 10 days. I have tried sending them 3 separate times, the last in 4 separate emails to ensure file quality. However, the claims department keeps reporting the images are unclear. While I did received the $459.07 check, it is $426.22 short. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/10/2022

  Hi ***************:
  
  Your BBB Case # Rebuttal #******** was received in the ********************************** department.

  
  **************, I am sorry for the disservice you and your husband experienced with your luggage.  Upon receipt of your complaint regarding the delay of luggage for passenger reservation GG9VNY with travel originating from ********* to Rome originating on July 1,2022.  I have contacted United ************************* who advised that upon receipt of the last claim filed an additional expense was approved in the amount of $403.81USD as of August 9, 2022, in addition to the previous refund of  $459.07USD as of July 28, 2022. 

  
  **************, I am also sorry to hear about your disservice you experienced regarding receipt of your delayed luggage for which I am forwarding this additional claim to **********************************  *************, as previously stated 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. 

  
  We appreciate your business and we look forward to serving you again on a United Airlines flight.

  
  Regards,
  
  ****
  Corporate Customer Care
  Case#********
  Case#********
  

  
  

• Initial Complaint

  Date:07/17/2022

  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.

  Please see the attached PDF for my experience with United Airlines on June *****. **** Characters was not enough room. This was all the fault of United Airlines "mechanical" and greed reasons, this had nothing to do with weather.

  Business Response

  Date: 08/01/2022

  Dear ******************,
  
  *************** to the correspondence you forwarded to the Better Business Bureau. I'm sorry that our first response didn't meet your expectations. I understand how you feel, and apologize for what happened during your flight. I'm also sorry we didn't get you to your destination on time on June 24, 2022. It's always our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations. I understand your disappointment that you received poor customer service during this stressful time. 
  
  I can reimburse you for the out of pocket expenses you incurred due to this flight delay.  Please email us back and attach the receipts for review, and confirm your mailing address.
  
  All of your valuable feedback will be heard and addressed in order to make necessary improvements in several areas.
  
  Thank you very much and have a nice day.
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17579681
  
  I am rejecting this response because:
  
  Dear **********,
  I appreciate the copy/paste reply. No more apologizes, if I had a dollar for each apology Ive heard from a United employee Id have a thousand dollars. I dont feel that you have adequately read my complaint. This goes beyond poor customer service and me not getting to my destination on time.United has wasted so much of time. And now Im supposed to waste more of my time finding receipts so you can review them? Im not going to defend myself against your greed and pitiful customer service. This issue has not been resolved. Please re-read my complaint. Please reimburse me for both tickets and all baggage fees. You can just put that money back on my credit card.
  

  Thanks,
  **************************

  Business Response

  Date: 08/11/2022

  Dear ******************:
  
  BBB case ID ********
  ********************** case ID ********
  
  The Better Business Bureau has forwarded your rejection to our attention.
  
  I am sorry to learn of all the problems you and your wife encountered on your trip from **** to **********. Please accept our sincere apologies for the frustration caused when our flight UA **** was delayed, you missed the connecting flight in ******, had to wait an extended period of time at the counter and on the phone and were eventually re-booked on alternate flights the next day. I can imagine how stressful this must have been for you, especially since the shuttle did not show and the hotel initially told you that they have no more rooms.
  
  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.
  
  Please provide your Uber and food receipts, and we will reimburse you for those expenses. A reimbursement check will be sent to you at **************************************************************. Plese let ** know if this is the correct address for a check to be mailed.
  
  Your request for a refund of your tickets is appreciated. However, since transportation was provided and the tickets were used, a refund does not apply.
  
  Furthermore, I am sorry you are not happy with the two $150 travel certificates we offered as a token of our apologies. You can always use the electronic 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 code and PIN that's on the face of the coupon. If you need more information, you can find additional details included with the certificate.
  
  Thanks for your willingness to express these concerns, and we hope your next trip with us will deliver the experience you deserve.
  
  Regards,
  ****** Sofia
  
  

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17579681
  
  I am rejecting this response because:
  
  Ms. Sofia,
         No more apologies please, please read my previous comment concerning that. You say my flight was delayed. That is a true statement but it was delayed because of the greed of United Airlines. I didnt "miss" my connection in ******; the greed of Unite Airlines did not allow me to get to my connection. AND the greed of United Airlines refused to look at any other airlines to get me home at a better time.

  
      You do realize how much of my time United wasted correct? I am not going to waste my time proving that United Airlines wronged me and my wife. We ate ********** at 9pm in the lobby of a hotel getting weird looks because United messed up the reservation.We were stuck in a town we had never been in and had no idea what to do. So no,I am not going to waste my time finding receipts so you can count pennies. The greed of United Airlines is the cause of all of this.  How about this, you find out how many times I called the customer service number; I believe you record the conversations.Then I want you to tell me how many times they called me back after I was forced to hang up because the put me on indefinite hold?  The answer to the last question is ZERO. You do realize your customer service reps actually recommended that I file a complaint with the BBB? They didnt care if my wife and I slept in the airport,or gutter.

  
       You could offer me $15,000 worth of United Airlines travel coupons and I wouldnt take it. You did read my complaint right? Why would I ever voluntarily get on a United Airlines flight ever again? Would you?
  

       So, again. I request a refund for all ticket and baggage fees, you may either refund my credit card or mail a check to that address. I agree transportation was provided.But Uniteds total disregard for our time, physical and emotional well-being is worth a refund if not more.
  

  Thanks,
  **************************

  Business Response

  Date: 08/15/2022

  Dear ******************:
  
  BBB case ID ********
  ********************** case ID ********
  
  Better Business Bureau has forwarded your latest rejection to our attention.
  
  I am sorry you feel that you have been treated unfairly by United, and I recognize that you still have unresolved concerns. 
  
  We have again reviewed the details of your trip, and we are unable to offer you a refund of your tickets as travel was provided to your destination and the tickets were used. 
  
  The travel certificates offered were not meant to place a value on your experience but rather to make amends for your disappointment with our service. 
  
  And since you have not provided any receipts of the extra expenses you incurred, we cannot issue a reimbursement check.
  
  Your dissatisfaction with our overall service is understood. I assure you our goals are to reinforce the work we all do to run a reliable airline and also to deliver the service that our customers expect. 
  
  We are sorry our products didn't meet your needs, and your comments have already been shared with our senior leadership as they are very helpful to us in understanding how to improve your travel experience.
  
  Regards,
  ****** *****

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17579681
  
  I am rejecting this response because:

  Just to reiterate I did not miss my connection, there were no weather issues. It was totally 100% the greed of United Airlines that led to the worst travel experience Ive ever had. For work and pleasure Ive flown well over 150 times and this was by far the worst experience ever.
  United refused to find me a better flight (Because of your greed).
  United refused to help me find a legitimate hotel (Because of your greed).
  United refused to provide us with transportation to our hotel (Because of your greed).
  United refused to provide any meals (Because of your greed).
  United refused to provide any assistance, and literally recommended that my wife and I sleep at the airport (Because of your greed).
  United charged me for an upgrade that I never received (Because of your greed).
  United refuses to own up to their greed and reimburse me for their mistakes (Because of your greed).
  Why do you have a **** help line if they can do nothing but offer apologies in Indian accents? They are literally useless. If you want to save money just get rid of the help line.
  Also I will be telling anyone who will listen that United Airlines does not care about people at all. It is all about money, they will treat you like freight.
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/17/2022

  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 grandmother of 85 years with health issues travelled to US along with other two senior citizen (my *********** she can barely walk and for her the only option was to get a wheelchair assistance. However, when she landed at *********** there was no wheelchair assistance nor a wheelchair and she was forced to walk all the way out. On her way she almost fell on the walkators and on the last second my mom saved her and dragged her out. She panicked due to tiredness and walk and started breathing very heavily and anything could have happened to her. This is really uncalled for a senior person to go through this trauma and she is still not fine and she is left with a scar of traveling. This is really uncalled for and i would United to reimburse her fair and also upgrade the return flight of all passengers to Business class.

  Business Response

  Date: 08/02/2022

  Hi *******,
  
  The Better Business Bureau has forwarded your correspondence to my attention and I will be more then happy to assist.
  
  
  
  Please provide me with the following:
  
  
  
  Ticket number (13 digits beginning with 016):
  
  Confirmation number:
  
  
  I look forward to your response.
  
  
  
  I appreciate you chose United for your travel and on behalf of our United family, we hope your next trip with us will deliver the experience you deserve.              
  
  
  
  Kind Regards,
  
  Eva
  Customer ***************
  Case ID: ***************

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17579609
  
  I am sharing this response expected:

   

  Hello Eva,
  Here are the details
  
  
  Ticket # *** 6996973619
  Confirmation # VSHUME

  
  Please let me know if more details are needed.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/17/2022

  Dear ************,

  
  We are responding to your communication submitted to the Better Business Bureau.

  
  Please allow me to add my apologies to those already extended by my colleagues, ************, about your grandmother's experience at the *************** on June 1, 2022.

  
  In reviewing your information I see that ************ offered your family members each a $75.00USD electronic travel certificate as a goodwill gesture. I also know that you were disappointed by the amount of her offer.  Understandably, no amount of goodwill can compare to the disappointment, however, I do hope the sincerity of our apology was recognized. 

  
  Although we are unable to fulfill your specific request, in an effort to bring this matter to amiable conclusion, I will authorize an additional $75.00USD electronic travel certificate (ETC). The ETC's will be delivered separately via email within the next 3 business days.
  
  

  Again, please accept our apology for your dissatisfaction on this occasion, as well as our appreciation for the time you have taken to bring it to our attention.

   

  As a MileagePlus customer, we are thankful for your business and look forward to serving you in the future.
  

  
  Sincerely,
  
  *********************
  United Airlines
  DOT/CRO/Disability *************************** Management

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17579609
  
  I am rejecting this response because:

  
  

  Team,

  
  

  I am not traveling frequently at these times, so please whatever Travel certificates you have issued, i want them to be paid via check or a Gift Card. Also, small organizations take any health issue very severely and you guys are so casual in putting someone like at risk and almost got them severely injured, please let me know if I need to reach out to you guys in a formal way to get the right traction.

  
  

  Please send a check equivalent to 1 passenger ticket reimbursed asap to close this transaction as this solution for getting someone injured and getting hospitalized is not appreciated.

  
  

  Regards,

  *******

  
  

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

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the worst mistreatment ever experienced in my life with United airlines. I booked a RT ticket from *********, ** to ****** ******* (self, wife, and disabled mother in law). Denied boarding over a "invalid" covid documents, and they were not invalid, because a 3rd united agent who agreed to look at the documents said everything was fine (but that was almost 1h30min later). I have screen shots from United Agent confirming 2 checked luggage per passenger free of charge, and untied agent in ********* refused to acknowledge, then charged us $1300 in baggage fees, laughing at us and made it seem like an auction ( $100, now $400, oh my we're at $700 in baggage fees, wow $1300! while snickering and laughing and said shut up and pay or get out). That agent took our bags knowing after all this hold up we would not make our flight, sent our luggage to *** airport, left ** stranded in *********, rebooked ** to later flight which missed our connection in *******. Could not get rebooked with airline, was forced to buy 3 new one-way tickets to destination on another carrier, 8 days later. United refunded baggage fees after speaking with them, but I would like United to reach out to me and reimburse me for the new flights plus compensation for lost week. The most humiliating experience and discrimination. Agent even shoved the luggage at disabled passenger and said take your bag and move. My case ID with ********************** is *************** and I would like an e-mail correspondence to ******************** from upper management at United to help resolve this case. Poor way to do business with passengers for no valid reason.

  Business Response

  Date: 07/28/2022

  Dear **********************,
  
  We are responding to your communication submitted to the Better Business Bureau.
  
  We're sorry to hear about your travel experience from ********* to ****** on July 1, 2022.
  
  A representative from our Executive Solutions team has been assigned to your case to discuss your concerns. Please be sure to check both your email and voicemail messages.  
  
  We appreciate your business and look forward to welcoming you on board a future United Airlines flight. 
  
  Regards,
  
  *********************
  United Airlines
  Customer Care Management
  Case ******************
  Case *********** 

• Initial Complaint

  Date:07/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel a flight that I booked through Priceline. All 3 passengers contracted Covid. Priceline would not help us. They would not refund us or give us future credit. United airlines issued us 3 future flight credits they claimed we could use any time within 2 years and I can use them towards any domestic flights. Now that I go to use them united is saying I cant use them. I have to go through Priceline (who was not willing to help me) and I have to use it for the exact same flight. This happened when I lived in phoenix. I now live in *********. The flight were from phoenix to *********. Now I am trying to use them from ********* to phoenix (same airports) and they are now saying I cant use them that way. It has to be from phoenix to *********. Can not be the opposite.

  Business Response

  Date: 08/05/2022

  Dear ****************,
  
  I am responding to BBB complaint ID ********.
  
  I apologize for the frustration and confusion regarding your reservation. Please be assured it is never our intent to inconvenience our passengers in anyway, and I am very sorry your valid expectations of receiving optimal customer service have not been met in regards to this matter.
  
  I would love to try and help, however, I am having difficulty locating the reservation you are referring to. I am only showing a reservation for August 13, 2022 to ******, but there are not 3 passengers on this itinerary. Can you please send me the confirmation number and/or ticket number?
  
  Thank you for choosing United. I look forward to further assisting you.
  
  Kind ************************************************************ Management
  Case ********
   
  
  

• Initial Complaint

  Date:07/15/2022

  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 booked our flight on June 10 with United Airlines (Booking C16X58) to ****** with my service dog ***** purchased with my miles (*****) + $422.In ******, I had a train connection to ********, 98 Euros (my son lives there) at *** after checking with different supervisors, they said my vaccine expired but I had to take a Covid test before boarding. ***** papers were fine, as they should be because when I bought her ticket, I asked United what was needed. Rabies vaccine, health history. I got back with the covid test NEGATIVE but it was too late to board the plane.United managed to squeeze me on a next day flight with my dog on a seat where I could barely move but we were on our way to ******** **********. By the time we arrived in ****** I was in very bad shape because I have Parksons and was exhausted. When we got to customs they checked ***** papers and said she was missing a chip.They were going to send us back home, had I done that I would have ended ** in a hospital.I spent 10 hours in the office trying to understand what was going on. The vet took pity on me because I hadnt stopped crying, and promised that if I stayed in ****** an extra night she would try to release ****. I stayed the night in ****** hoping but when I went back the next day there was NO Change, they refused to release ****. I was on the verge of a major anxiety attack being alone and barely speaking the language, so I grabbed a cab straight to the train station to be with my son who was extremely worried. I waited in *****, had to extend my rental twice, an additional **** Euros. I Finally heard from Animal control, **** would be released July 4, I booked the hotel for 2 nights near ****** airport.I tried to get United Airlines to give me a return ticket, the cost in July is double then June NO RESULT, I even wrote the United CEO (enclosed) but heard nothing so I purchased a new return ticket for little over $2000 in *************** OQTKDQ and now I am finally home and broke.

  Business Response

  Date: 07/31/2022

  Dear ********************,
  
  I am responding to the correspondence you forwarded to the Better Business Bureau.  I am sorry to hear your COVID vaccine expired and you had to take a COVID test before boarding, which caused you to miss your flight on June 10, 2022.  I also understanding how stressful this was for you since you were traveling with your dog, and you were advised that **** was missing a chip when you arrived in ******.  What is the ticket number for the original return flight you had from ****** that you didn't use to see if I can process a refund.
  
  I will wait to hear back from you, and I review the details in the meantime to see what I can do for you.
  
  Thank you very much.  
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
   

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17575518
  
  I am rejecting this response because:

  I trusted that your trained United staff know what to do at all time, they forbid me to board the plane because of expired vaccins (Unheard) but yet they let my dog board the plane without the required chip and passport, if they didn't't know, how was I supposed to know? As far as I am concerned **** had all her vaccins and everything that United told me to provide.

  1-I travel with miles most of the time, I was returning on June 21st (I had my return on hold with AA for ***** miles, come July they needed ****** which I didn't have, so I had to buy a ticket on United Airlines , confirmation # OQTKDQ for $1747.57 + $416 for comfort bundle (I am 72 Years travelling with a service dog and have Parkinsons) I tried reaching UA, I called almost everyday seeking a solution, unfortunately nobody. ever answers.

  2- I had to extend my stay in Altea from June 21st until **** was released July 4th (**** Euros

  3- ****'s quarantine 420 Euros surgery Chip etc ****** emergency room for myself 57 Euros ,

  4- Hotel Melia in ****** waiting for **** before boarding the plane back home 400 Euros

  5- Car rental extension 650 Euros

  That is what I am hoping to get back, not to mention, the stress the, hours of wait, the  language barriers the many cabs back and force to different places IT WAS A LIVING NIGHTMARE for a woman my age that just lost her partner to cancer just weeks ago and traveling alone.

   

  It is not about refunding a ticket, it's about to refund the whole damage that a slight mistake made.

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

  Business Response

  Date: 08/08/2022

  Dear ********************,
  
  I am responding to the additional correspondence you forwarded to the Better Business Bureau. Are you saying your dog was required to be quarantined in ****** until July 05, 2022 once you arrived there? You stated you were unable to board the flight  "they forbid me to board the plane because of expired vaccines but yet they let my dog board the plane without the required chip and passport".  I see you ended up flying on United with your dog on June 11, 2022 and on July 05, 2022. I am reviewing all of the details now to see what can be done.
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17575518
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  I am so sorry if my complaint was misunderstood...My vaccination has nothing to do with the problem, and I shouldn't have  brought it up. The only reason I did, is to explain that United staff had 2 days to reject **** from boarding the plane. I had to return home the 10th of June because of my expired vaccin, so of course **** couldn't fly by herself. We both returned the 11th of June and we both boarded the plane. When we landed in ******,  is when the problem started because they took **** and kept her, she was not allowed to step the Spanish soil , they kept her in a veterinarian hospital near the Airport  I stayed 2 days in ****** trying to get her out but without any success. They kept her but she was treated well and they sent me pictures everyday to show me that she was doing well. Other then that I didn't know much except that she was quarantined for up to 31 days. End of June I received a phone call from the veterinary hospital  assuring me that **** will be released after 21 days of Quarantine and that I can come and get her on July 4th. Only then I purchased the return ticket on United.

  Ticket confirmation # OQTKDQ , purchased July 1st , COST $1747.57 + $416 for premium bundle (BTW, thank you for refunding this portion) 

  Business Response

  Date: 08/16/2022

  Dear ********************,
  
  I am responding to the additional correspondence you forwarded to the Better Business Bureau. Can you please advise me of what you are requesting so I can finalize this for you this week.  I am unable to read the first attachment as it is too blurry to see.
  
  Just send me an itemized list of the expenses and what it was for, then I can send it on for a final review.
  
  Thank you very much. 
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
   

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17575518
  
  I am rejecting this response because:

  Enclosed is my itemized list of all the expenses on my unexpected & extended stay.

  These expenses incurred starting on June 21st 2022, while waiting for my dog to be released from quarantine.

  My Dog **** was finally released on July 4th 2022.

   

   

  Here below are all the items with the corresponding receipts and invoices attached and labeled there of.

  Thank you for assistance with this, as this has been a very difficult and expensive situation. 

   

   

  1. Dog's veterinary expenses:

   a) Vaccine & Chip : ****** Euros 

   b) Transportation142.43 Euros

   c) Quarantine 21 days: 420 Euros

   

  = Total: ****** Euros

   

  2. Unexpected accommodation expenses:

   a) Apt. Rental: 765 Euros

   b) ********************* $672.45 

   c) Hotel ***********************: $224.66 

   d) Return ticket purchased at the last minute when **** was released: $1747.57

   e) Hotel *********************** Day 2: $305.82 

   

  = Total: 765 Euros + $2,948.50

   

   

  Total Owed in Euros : ******** Euros 

  Total Owed in USD : $2,948.50 - $416 (refund given so far) = $2532.50

   

  Respectfully,

  -*************************************

   

   

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

  Business Response

  Date: 08/29/2022

  Dear ********************,
  
  I am responding to the additional correspondence you forwarded to the Better Business Bureau.  Thank you for all of the receipts.  Our Refunds team will review the details and see what can be done.  You will receive am email from them within 14 days with the details.
  
  Thank you for your continued patience on this matter and have a nice day.
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
   

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17575518
  

  Thank you for your email

  I am rejecting this response because:

  I am waiting the review of my spent receipts.

  Thant said, I am hoping to get a full refund given the nature of which this unfortunate and unexpected situation has cost me

  financially and, more importantly, in lost of time.

  Best regards

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

   

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

• Initial Complaint

  Date:07/15/2022

  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 have had two flights from *************** on United delayed by over 6 hours due to mechanical issues with plane. Second flight involved missing an entire two week cruise because no alternate flights were even suggested. Both flights involved taxiing away from gate and returning after issue was found. This means 1. The planes are not being maintained and 2. The pilots are not running through preflight check. This is a major lawsuit waiting to happen. Flight **** on July 13 and flight **** on June 16.

  Business Response

  Date: 07/27/2022

  Dear ********************,  
  
  I am responding to the correspondence you forwarded to the Better Business Bureau. I'm sorry that we delayed your trip on June 16, 2022 and on July 13 2022.
  
  You expect to arrive on time when traveling with us and I know that we let you down. I will email you a $250.00 electronic travel certificate which will arrive via email in the next few business days. I hope this certificate allows us an opportunity to give you a better travel experience.
  
  Thank you for your loyalty, and we look forward to serving you on your next United flight.
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
  
  
   

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17573955
  
  I am rejecting this response because:
  I dont want $250. This is a safety issue. I had to cancel an entire two week family trip at a loss of thousands of dollars because of ridiculous flight delay. I want in writing what was wrong with the planes in both instances and I want to know why the flight crew ignored first class passengers asking them for information. To have two planes with malfunctions in less than one month from the same airport with delays of 7 hours indicates a problem with the maintenance of Uniteds equipment. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/02/2022

  Dear ********************,
  
  I am responding to the additional correspondence you forwarded to the Better Business Bureau. Thank you for your concern about the safety of our aircrafts.
  
  The safety of our customers and crew is our top priority and we remain dedicated to the highest standards of excellence. I assure you that United is in full compliance with all ******************************* (FAA) directives and follows comprehensive, proactive maintenance schedules.
  
  Your feedback is important because we want to do our best to provide you with great service. On behalf of our United family, we look forward to welcoming you on board your next flight.
  
  Regards,
   
  *****************
  Corporate Customer Care
  Case: ********
   
  
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17573955
  
  I am rejecting this response because:I expect to reimbursed for the cost of the cruise my family was not able to take due to United's equipment and crew failure. It was Norwegian cruise lines July 14 departure Norwegian Star and the cost of the cruise was $4000.00. The cruise line specifically states they are not responsible any longer as the airlines are unreliable as we all know. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/11/2022

  Dear Ms. ******************************** to BBB Complaint ID ********.
  
  I'm sorry that our first response didn't meet your expectations. I understand how you feel, and apologize for what happened during your flight.
  
  We don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience or loss of time. Our airport agents will provide amenities for an overnight stay when the flight delay or cancellation is within our control. I would be happy to provide a flight irregularity verfication letter for you to submit to your travel insurance. 
   
  After reviewing your experience again, I'm going to email an additional $250 electronic travel certificate which will arrive via email within the next few business days. You can use this certificate on any United or United Express flight within a year of the issue date.
   
  Thank you for providing your feedback so we can continue to improve.
   
  We look forward to welcoming you on board again soon.
  
  Kind ************************************************************ Management
  Case ********

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17573955
  
  I am rejecting this response because:$250 is not sufficient. I was flying on a business class international ticket, the crew was rude and unhelpful, the entire trip had to be canceled and the plane was ill maintained. I am now forwarding my complaint to my attorney. Please send letter documenting flight "irregularity at earliest convenience. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25th, 2022 my fianc and I were scheduled to fly on United Airlines from ********* to ****** with a layover in *******. Our original flight was cancelled and we were put on another flight. Because the flight was so small and crammed, our carry ons were gate checked. My fianc had cameras in her carry on, and when we got to *******, her bag was not unloaded. Come to find out it was left in *********, outside in the rain. We eventually got the bag back, and immediately filed a claim with United. Nearly 7 weeks later, on July 13th, after weeks of calling, emailing, to no avail, they expedited our claim. We were offered $400. An unacceptable amount as the damages were closer to $1,400. We were told by ************************* there was nothing they could do, and that they made a special exception for us. The next day, July 14th, ************************* called be back and said that they could do a better offer if we provided receipts for the cameras. As she purchased them second hand, we had a signed **** of sale with the address name and phone number of the seller. They refused to accept that, and outrageously asked for bank statements from a cash purchase over 6 years ago to prove the purchase. A bank account my fianc doesnt even have anymore. They never had any intention of negotiating with us, and we are prepared to take this to court for damages if they do not pay us what we are owed for their own negligence.

  Business Response

  Date: 07/27/2022

  Dear ****************,
   
  United Airlines has received your message from the Better Business Bureau regarding your baggage claim. We welcome the opportunity to respond.
   
  BBB - 17572652
   
  I'm sorry about your bag. I understand your frustration.
   
  A damage report must be filed at the airport within 24 hours of your arrival so our agents can properly assess the bag. It's important to leave your bag tags attached. Once an agent has reviewed the damage, they'll work with you to resolve the situation.
  
  Our ************************* (***) handles all baggage-related concerns.
  
  Case - ******** - our records indicate the *** has received your baggage claim; IAD30817D and have issued a check for $400.00 as you have mentioned. It has been noted the claim was paid for damaged items as an exception - no receipts.

  The attachment is not a valid receipt.
  

  For reimbursement consideration per the ***, receipts are required. 
  
  Should you need further assistance, please contact our ************************* at **************, and reference your baggage claim ID - *********. 
  
  ****************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you onboard your next flight. 
  
  Regards,
  
  *******
  UA
  Customer Care Management
  Case ********

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17572652
  
  I am rejecting this response because:If it was bought second hand, how would there be an original receipt? You have the seller information, price, everything. Seems United is picking and choosing unjustly. If youre prepared to show a Court why you will not accept a **** of sale, and also explain why you would give unreasonable expectations of a 6 year old bank account, then by all means lets move forward with litigation.  I have all the evidence and am prepared to have a court subpoena the recorded calls as well. 
  
  

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

  Business Response

  Date: 07/28/2022

  Dear ****************,
   
  United Airlines has received your message from the Better Business Bureau regarding your baggage claim request. We welcome another opportunity to respond.
   
  BBB - 17572652
   
  Case ******** - Baggage Claim ID - ********* - ****************************
  
  We've received multiple messages from you and I want to make every effort to address your concerns.
  
  I've contacted the ************************* (BRC) and have confirmed valid receipts were not provided. An exception was made to pay the claim for 2 cameras and 2 lenses for a total of $400. 
  
  We have limited liability for loss, damage, or delay for fragile and perishable items. For more information, please visit this Web page: https://www.united.com/web/en-US/content/travel/baggage/fragile.aspx.  I hope this information helps.
   
  ****************, we appreciate you choosing United for your travels. On behalf of United, we look forward to welcoming you and ********* on board your next flight. 
  
  Regards,
  
  *******
  UA
  Customer Care Management
  Case ********
   

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17572652
  
  I am rejecting this response because: You still refuse to acknowledge WHY the valid **** of sale is not an acceptable receipt. You continue to do nothing to remedy the situation other than waste more of my time. I expected no less from United. No matter. I have been in communication about this situation and United Airlines response with both my Federal Elected Officials, Representative *******************, and Senator *************************, as well as the Investigate Team for the *** Affiliate of *********, **. If United wanted this to get ugly, they got it. I am a proud ******** who served his country, who is being taken advantage of by a multi billion dollar corporation. I will hold United accountable for their actions and lack thereof. We feel this back and forth is done on purpose by United to waste our time, and we believe further action against your company is justified. We will be using the above resources stated as well as every legal avenue. United has not shown good faith at any step. 
  
  

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

  Business Response

  Date: 08/04/2022

  Dear ****************,
  
  United Airlines has received your message from the Better Business Bureau regarding your baggage claim request. We welcome another opportunity to respond.
  
  BBB - ********
  
  Case ******** - Baggage Claim ID - ********* - **************************** - $400.00 reimbursement check.
  
  I regret your disappointment with the $400 reimbursement check issued regarding the baggage claim ID - ********* - ****************************
  
  As previously mentioned, I've contacted the ************************* (BRC) and have confirmed valid receipts were not provided. An exception was made to pay the claim for 2 cameras and 2 lenses for a total of $400.
  
  After careful review, we are unable to honor your request. For accounting purposes, original receipts will be accepted for reimbursement consideration. We appreciate your understanding.
  
  United is committed to providing our customers with transparency regarding our policies and procedures. I invite you to visit the link below for information regarding our Contract of Carriage:

  
  https://www.united.com/web/en-US/content/contract-of-carriage.aspx  
  
  
  Rule 28 Additional Liability Limitations
  
  EXCLUSIONS: UA shall not be liable for the loss of, damage to or delay in delivery of any of the following:
  
  x. Photographic/cinematographic/audio/video equipment, cameras and related items;
  
  
  ****************, we appreciate your business and loyalty. On behalf of United, we look forward to welcoming you and ********* on board your next flight.
  
  Regards,
  
  *******
  UA
  ************************
  Case ********

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17572652
  
  I am rejecting this response because:You still have not showed me the rule where it says only original receipts are required. Which would nullify your responsibility for many items. We do not and will not just take your word for it . We have filed a complaint with the *** and they have agreed to look into this matter further as they are concerned about United Airlines actions. The case number is BN2022080035. This could have all been avoided. I look forward to a ************** and a Judge ruling on this. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/11/2022

  Dear ****************, 
   
  United Airlines has received your message from the Better Business Bureau. We welcome another opportunity to respond. 
   
  BBB - 17572652
   
  Case ******** - Baggage Claim ID - ********* - **************************** - $400.00 reimbursement check - paid $400 for damage items as an exception for 2 cameras and 2 lenses. 
   
   
  United is committed to providing our customers with transparency regarding our policies and procedures. The privacy rules and notices of United Airlines include our legal compliance requirements.
  
  
  Please visit united.com where you will find our Contract of Carriage
  
   
  ****************, we appreciate you chose United for your travel; it's always a pleasure to serve your travel needs on United. 
   
  Regards, 
   
  Valerie 
  UA 
  Customer Care Management 
  Case ********

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17572652
  
  I am rejecting this response because:Not interested in your responses anymore. We will take this through the proper channels of the *** and litigation and will let them decide the outcome, and as I said last week, we look forward to the *** investigation into United Airlines which is already underway. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/15/2022

  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 came from flight by United Airlines from ******-************* on 26 Dec 2021. One of my baggage missed and I filed claim with United Airlines claim agent at the airport. After 2 days my baggage delivered by United Airline delivery driver, but my baggage was broken and opened. Multiple items has been stolen and missed from baggage including two valuable and antiques trays. I called United ************************ and report these missing items and asked me to fill up missing items. The claim desk agent opened another claim number for missing items (Typically 2 claim number has been issued, one for missing baggage and the other for missing/stolen items). After few weeks United Airline paid me $368 for the items cost below $100 each. Asked me to send the receipt for valuable antiques tray that missed for the value of $4900 each total of $9800. After 3 months of waiting and multiple follow up emails and calls the United Airlines claim department has rejected to pay for my antiques tray for of $9800 even though have received the original receipt. The United Airlines didn't provide any reason for rejection. I emailed and called a lot, but no response yet. I'm looking this issue solve through BBB, otherwise I'm going to file lawsuit in the court against United Airlines. It is against law that rejected my claim without any reason. I'm looking to receive my missing items amount of $9800. see photos of damage and

  Business Response

  Date: 07/27/2022

  Dear ****************: 
  
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********.
  
  I'm very sorry we're unable to reach a mutual agreement for your baggage claim and you still feel that the issue wasn't resolved.
  
  I've escalated your concerns to our ************************* (BRC) who handles all issues concerning baggage.  A member of their team will contact you to ensure your concerns are properly addressed. Thank you for your patience and understanding.
  
  If you should have further questions or concerns regarding your baggage claim, please do not hesitate to contact the ************************* at ************** for assistance. They're available 24-hour, seven-day-a-week. If you are outside of the U.S. and ******, please call **************.

  
  Thank you for your business and we look forward to providing you with a more seamless travel experience
  

  Kind regards,
   
  Leyly *****
  Customer Care Management
  Case: ********

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17571297
  
  I am rejecting this response because:
  My complaint has not solved yet. It has been escalated for ****************************** Im waiting for their response. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/08/2022

  Hi ********:

  Thank you for your inquiry regarding your baggage case. Unfortunately, I do not have any update for you from our Baggage team, as they will be handling your case going forward. Please get with them directly if you need an update on your claim:

  If you have any more questions, you can also call our ********************** at **************. If youre outside the U.S. or ******, call **************.

  Regards,

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

  United Airlines

  Corporate Customer Management

  Case: *********

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17571297
  
  I am rejecting this response because the baggage department has no responded to my calls. Please take serious my case and follow up with relevant departments to pay for my loss. I need my items back or my compensation.

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

  Business Response

  Date: 08/18/2022

  Hi ********:

  Thank you for taking the time to address your additional concerns regarding your recent case. I recognize you feel the issue has not been resolved, and I am sorry we have been unable to reach a mutual agreement. 
  
  

  This issue is outside of the control of the ************************ at this time. For all future correspondences regarding your bag claim, please refer to the previous contact information given for our Baggage Resolution Department.

  At this time, United has fully responded to your concerns and consider this matter closed.  
  
  Your understanding of Uniteds position is appreciated.

  Regards,

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

  United Airlines

  Corporate Customer Care

  case: ********

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17571297
  
  I am rejecting this response because the baggage resolution told me we can not help only customer care can solve this issue. The case being paid only customer care need to issue the checks.

  if I dont get paid I ******************************* and file claim for stolen my items.

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