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. has 88 locations, listed below.

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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:07/14/2022

  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.

  On 6/22/22, I had a flight ffrom *** to *** (flight number UA ****) departing at 10:45 AM and arriving at 07:21 PM. confirmation number: J9QR39. The flight was initially delayed to 12:00PM but then changed to depart at 11:30PM. Four hours into the flight, the pilot reports that we will be hovering in the air over *** because *** was no longer taking incoming flights. 15 min after the first announcement, they reported that instead we will be landing in *** in order to refuel. Once we landed, the pilot informed us that our flight was completely cancelled and we were stuck in ******* and we should go to the counter in a different terminal in order to discuss options with customer service. We were expected to wait in a 2 hour line in order to figure out what to do next. Due to this diversion and cancellation, I missed required work events and paid for unused hotel stays in ********** that I could not get a refund on. I was unable to grab food and had not eaten since the beginning of my original flight. Not until I was already on a flight back to *** was I offered a hotel stay in ******* and a meal ticket, which I could not redeem because I was already on a flight back. I filed a complaint directly to United and was not offered any compensation. After responding, I only received $50 credit which I do not believe fairly matches the missed work, loss of time, non refundable hotel stay costs, and emotional distress caused by United Airlines. I spent a total of 13 hours that day in airports and airplanes and still ended up where I started due to United Airlines inability to handle their business and customers.

  Business Response

  Date: 07/26/2022

  Dear **************,
   
  United Airlines has received your message from the Better Business Bureau regarding your refund request. We welcome the opportunity to respond.
   
  BBB - #********
  
  I'm sorry about your experience. I know your time is valuable and can understand your frustration.
    
  Our records indicate flight UA **** *** *** on June 22, 2022 was diverted due to WEATHER/ATC.
  
  We normally do not offer compensation for flight delays/ cancellations out of our control. The $50 travel certificate was issued as a gesture of goodwill.
   
  I'm sorry we are unable to offer additional compensation as a hotel stay was not required.  Please know I will share your comments with the airport team for internal review. 
  
  **************, 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

   
  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:07/13/2022

  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.

  On July 1, 2022 I went onto United.com and logged into my United account. I proceeded to book a flight with United for the passenger *********************. The mount confirmed on the site was $164.85 and I received notification from my credit card company immediately after the purchase. I realized myself nor the travel received confirmation of the ticket and itinerary. Within an hour of booking the flight online I called to ask a representative why the the trip/ticket did not show. He put me on hold for 5 minutes and then told me it was fixed, so I reviewed my account an noticed the ticket was purchased (no changes, the exact same ticket I purchased online). I then received notification from my credit card company that I had a new charge from United. I reviewed my credit card to see they credited me my initial purchase online and charged me a new higher fee of $214.85. I was never informed of this amount, nor did I ever authorize this amount. Since that time, I have attempted to resolve with United by calling multiple times (more than 5) and send emails and submit a request for refund. I am constantly given a reason for the higher price and when I challenge those reasons, they then present a different reason it happened. Reasons have been the price of the flight could have gone from when I saw online until when I booked (I booked when I saw online and confirmed the $164), it costs more to buy through an agent than online, there is a fee to change the flight, we did not do anything as you bought the ticket online yourself. I have been told twice a supervisor will call me back "today", but it has been days and I still haven't heard from anyone. I've attached a screenshot from the day of the transaction when I noticed the changes in charges. I have tried to be clear to United that I do not want to change or cancel the flight, I only want the fee to be corrected. Confirmation is PN29D6. Traveler is *********************. Travel is July 21 - 24. Roundtrip *** to ***.

  Business Response

  Date: 07/26/2022

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

  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB Case # ********.

  I'm sorry for the trouble you had navigating our website while booking ***************************** ticket in our website for reservation number: PN29D6.

  I can imagine your frustration and regret that our Reservations team was unable to honor the same fare, as it was no longer available. Our record shows that the payment/ credit card information was not properly added to the ticket and it failed to complete the process. I apologize for any inconvenience this may have created. 
  
  Regrettably, I'm unable to issue a refund, as the ticket has been used.  But I want to make things better for you. I'm sending ************ a $50.00 electronic travel certificate (ETC) to help make amends, and you'll receive it in a separate email within the next few business days. It can be used toward the purchase of United and United Express flights, and expires December 31, 2023. If the ETC is redeemed before expiring, you can travel beyond the expiration date.
   
  We want our website to be user-friendly for all our customers, and I'm going share your feedback with our Web team so we can continue to improve our product.
   
  Thank you for taking the time to reach out. We hope you'll give us another chance to provide you with a better experience.
  
  Kind regards,
   
  Leyly *****
  Customer Care Management
  Case: ********
   
      
  
  

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17564666
  
  I am rejecting this response because:  *********** admitted they are wrong, at fault for charging the wrong amount, and causing aggravation, but the resolution provided is not a reasonable compensation.  ***********'s resolution, which I am rejecting, is to do additional business in a limited amount of time and does not provide a compensation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/01/2022

  Complaint: 17564666

   

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

  When you originally went online to purchase the ticket the ticketing did not process, that is the reason you did not receive a confirmation number.  When you realized you did not receive the receipt and had to make the purchase again, the price of the flights increased and that is the reason for the difference in airfare.  Ticket prices fluctuate throughout the day depending on departure times and cities traveling to and from.

  We are unable to provide you with a refund and an Electronic Travel Certificate was provided as a customer service goodwill gesture.

  Regards,

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

  Customer Care Management

  Case ID:  ********

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17564666
  
  I am rejecting this response because:  1. The purchased price I confirmed and agreed to pay is the initial amount mentioned in the complaint, not the latter amount United charged. 2. I NEVER agreed to pay the fee you charged. 3. United never informed me of the higher fee I would be charged.  4. United confirmed and agreed there was an issue with their systems in which the final booking generated a higher cost.  5. United is unable to provide any documentation to show I was provided a quote for a higher price and accepted the higher price (since that never occurred)
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/11/2022

  Complaint: 17564666

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

  As mentioned previously when the original ticket was purchased it did not process or confirm ticketing.  This is why there was no receipt of a confirmation number.  When you realized you did not receive the receipt and had to make the purchase again, the price of the flights increased and that is the reason for the difference in airfare.  Ticket prices fluctuate throughout the day depending on departure times and cities traveling to and from.

  There are notes in your reservation that you called in on July 27th to try and redeem the $50 ETC towards a past date ticket that was purchased on July 2, 2022.  We appreciate your understanding that we are not able to refund a ticket that has been used and the $50 ETC that was issued to you on July 26th was done so as a customer service goodwill gesture and has no cash value.  It is to be used towards the purchase of a future United or United Express flight.

  Regards,
  

  ***********************
  Customer Care Management
  Case ID:  ********

• Initial Complaint

  Date:07/13/2022

  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 bought a ticket on a flight with wi fi service. When I boarded the plane the first announcement was that there is no wi fi service. Thus I seek a partial reimbursement of my ticket price.

  Business Response

  Date: 07/26/2022

  Dear ******************:
  
  United Airlines has received your message from the Better Business Bureau and we welcome the opportunity to respond. BBB # ********.
  
  I'd like to help, but I'm missing some details I need to review your request. Regrettably, I was unable to locate your ticket information,  please try to provide the following information:
  
  MileagePlus Number (if available):
  
  Flight number:
  
  Flight date:
  
  Flight from:
  
  Flight to:
  
  Ticket number (13 digits beginning with 016):
  
  Confirmation number:
  
  You can find this information on your receipt. I'll be happy to respond once I review the information you provide.
  
  I appreciate you choosing United for your travel, and look forward to helping you soon.
  
  Kind regards,
  
  Leyly *****
  Customer Care Management
  Case: ********