Business Profile

Airlines

United Airlines, Inc.

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Complaints

This profile includes complaints for United Airlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,241 total complaints in the last 3 years.
1,368 complaints closed in the last 12 months.

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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:06/22/2025
Type:Billing 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 6-8-25 my United flight #**** was delayed to ****** causing me to miss my connection to ********. I was not given a hotel voucher and had to pay for my own hotel, I was in ****** 17 hours. I was rebooked for 6-9-25 and that flight was delayed 2 hours due to mechanical issues. I feel United Airlines should care a little more and at least given me a hotel voucher at the least. I am really disappointed in United and hope to never use this airlines in the future, I have closed my United Airlines credit card account as of this matter. Ticket#************* H0B8V4 1R6K8Z
Business Response
Date: 06/24/2025
Hi Rafael,

The Better Business Bureau has notified United Airlines that you have filed complaint # 23503941 against us regarding your request for a hotel reimbursement. I appreciate the opportunity to respond to your concerns.

Thank you for reaching out and sharing the details of your recent travel experience with us. I'm truly sorry to hear about the disruption to your journey on June 8th and 9th, including the long overnight delay in Denver and the inconvenience of not receiving a hotel voucher.

We understand how frustrating and exhausting it must have been to miss your connection to Honolulu, spend 17 hours in Denver, and then experience an additional delay the following day. This is certainly not the level of care and service we strive to provide, and I sincerely regret that we fell short in this instance.

I researched the details of the flight, and because the flight from Dallas-Fort Worth was affected by an earlier delay related to weather diversion, it is not eligible for compensation and reimbursement. However, we appreciate you as a MileagePlus member, so I'm going to send you an electronic travel certificate as a goodwill gesture. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.

While some delays—particularly those caused by weather or air traffic control—are beyond our control and do not qualify for hotel accommodations, we recognize that the impact on you was significant, and your disappointment is completely valid. I regret that we were not able to assist with a hotel during your layover, and I assure you this is not the experience we want any of our customers to have.

We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.

Warm Regards,

Chesca
Customer Care
Case ID: 175072185813740
Initial Complaint
Date:06/22/2025
Type:Customer Service 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.
Dear ********** I am writing to express my disappointment with the recent flight delay that caused my family and me significant inconvenience. Despite having booked four tickets, including two children, we were forced to endure a lengthy delay at the airport. Unfortunately, this led to my children falling ill. I am requesting compensation of $300 per person, totaling $1,200, to acknowledge the distress and poor customer service we experienced. I appreciate your attention to this matter.
Business Response
Date: 06/24/2025
Dear Ms. Abramian,

We
received your letter from the Better Business Bureau regarding your recent
experience with us. I am very sorry to
learn of your flight disruption and apologize for your unpleasant experience
when you traveled with us on April 1st, 2025. From the events you described, I regret you
did not receive the level of service you have come to expect when traveling
with United Airlines.Reliability is one
of our corporate cornerstones, and we go to great lengths to provide reliable
service every day. We also understand
that communication is essential, and sharing up-to-date information can help
ease disappointment. Please be assured it is never our intent to
inconvenience our passengers in any way, and I am very sorry your valid
expectations of receiving optimal customer service were not met while traveling
with us.

Respectfully
I regret your preferred compensation has been declined. However I do realize your flight experience
was disappointing, and to help make amends, I will send each of you an Electronic
Travel Certificate for you to utilize towards your next ticket purchase on
United Airlines. Please allow 3 to 5 business days for processing. Your
Electronic Travel Certificate will arrive in a separate e-mail containing
details on how to redeem your certificate.

We
do want you to know that our airport station managers, operations, and senior
leadership spend a good deal of time reviewing comments from you and other
customers. We realize that you have a choice of carriers; and we would like to
continue our business relationship with you. Again I apologize we have not met
your expectation, and we ask that you give us another opportunity to leave you with a better impression of our service and to
regain your confidence. I truly
hope your next travel plans with us delivers the seamless customer experience
you deserve. Thank you again for your business.

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 175070866873256 / 34162960
BBB
COMPLAINT # 23503074

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

CONFIRMATION
NUMBER: LFXK1X

NAME
ON TICKET: ABRAMIAN / MILANA
TICKET
NUMBER: 01624738797253
TICKET
ISSUE DATE: 31MAR25
TICKET
AMOUNT: $384.49USD
TICKET
TYPE: NON-REFUNDABLE / RESTRICTED

NAME
ON TICKET: ABRAMIAN / VALERI
TICKET
NUMBER: 01624738797264
TICKET
ISSUE DATE: 31MAR25
TICKET
AMOUNT: $384.49USD
TICKET
TYPE: NON-REFUNDABLE / RESTRICTED

NAME
ON TICKET: ABRAMIAN / STELLA
TICKET
NUMBER: 01624738797275
TICKET
ISSUE DATE: 31MAR25
TICKET
AMOUNT: $384.49USD
TICKET
TYPE: NON-REFUNDABLE / RESTRICTED

NAME
ON TICKET: ABRAMIAN / ERIC
TICKET
NUMBER: 01624738797290
TICKET
ISSUE DATE: 31MAR25
TICKET
AMOUNT: $384.49USD
TICKET
TYPE: NON-REFUNDABLE / RESTRICTED

ETICKET:
UA1493 01APR25 SLC-EWR (STATUS: USED)

Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23503074, and find that this resolution is satisfactory to me.

Sincerely,

Stella Abramian
Initial Complaint
Date:06/21/2025
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 believe the male gate agent was a complete racist he refused to help me board a flight to ******** it was ******************************************************************************************************************************** I was not listed and I did not have a ticket . I went to f9 yesterday after booking to check in after listing I was given a ticket then when I get to f15 because I dont have the physical ticket he would not help me fix it. I have encountered this before and the gate agent fixed it in less than 3 minutes. He refused to help me because I was black I have never been treated so awful and he called for management then pointed in a crowd and said she walked by but he would not show me who so that I could stop her then at 605 he showed me was at the gate directly across from us but she refused to saying that this happens with American. I told him I just transferred my prescription to ******** he said I could get it here. (Hint you not getting on this flight!) Basically telling me he refused to help. Gate agents fix tickets and provide customer service of which he did neither. Regardless to me flying stand by I was treated awful and regardless to being able to get a refund the customer service was god awful this was flight ua4491 on 6/21 he was a white older gentleman with white or gray hair. The manager was just as bad. I never treat anyone like that on a flight or in the airport regardless. ***** (manager) said she looked for me once I left now Im stuck at the airport till 9pm. No one will provide his name but someone knows who worked this flight. His name is attached to this flight all they have to do is look at the flight she claimed she was looking it up. Who tells a customer they can get it here as to say you wont be flying today!!!
Business Response
Date: 06/24/2025
Dear Ms. Gooden,
The Better Business Bureau has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your recent travel.
I'm concerned to hear about your recent interaction. There's no excuse for unprofessional behavior, and I'm sorry this wasn't a more positive experience.

I will share this with the appropriate teams so we can follow up internally.

Thank you for choosing United. We hope to regain your trust on your next journey.
Regards,
Christina F.
Customer Care Management
Initial Complaint
Date:06/21/2025
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.
Attached report has all details about my complaint. I tried to get an upgrade on my flight back from ****** as compensation but my pledge was rejected by ************************* short, my flight from ****** to ********* through ******* had several issues: 1) flight delays due to weather issues, 2) lack of in-person support while in *******, 3) no assistance with overnight hotel or meals, 4) no improvements on my seat assignments, 5) mistreatment by United gate agent, 6) poor in-flight meal service (twice), 7) delayed bags.Amount being requested below includes hotel charges, personal distress, several hours spent with chats and calls to address the issue, and excluding already received compensation in travel credits, though I'd prefer receiving payment in cash instead.
Business Response
Date: 06/24/2025
Dear Mr. da Silva Peixoto,
The Better Business Bureau has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your recent travel to and from Sao Paulo.
Our records show that you have been provided with compensation.
We appreciate your business.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/25/2025

Complaint: 23501751

I am rejecting this response because the compensation provided was not sufficient to cover for the issues I have experienced. I've been provided with travel credits and small amount in cash that totals less than what I spent with the flight tickets, hotels and meals I'd need to even consider this a proper compensation. Moreover, payment in travel credits was not even discussed with alternatives as I'd prefer to be compensated in cash instead.

Sincerely,

Alexandre Da Silva Peixoto
Business Response
Date: 06/26/2025
Dear Mr. da Silva,
Please know that United does not compensate in the form of cash.
I regret I must respectfully decline your request as United does not offer cash compensation.
We appreciate your understanding.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/30/2025

Complaint: 23501751

I am rejecting this response because United is not providing compensation in the amount that has been indicated in my claim. I've been giving a certain amount which is lower than what I'd have expected to receive based on the ticket price I paid for and for which I received very poor services as stated in my claim, and I'm also forced to receive payment in travel credits, which then forces me to spend more with United Airlines again.
At a minimum, the travel credits should match minimally 50% of the amount spent with this trip. Though I'd still prefer payment in cash to decide how the reimbursement can be used.

Sincerely,

Alexandre Da Silva Peixoto
Initial Complaint
Date:06/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket to fly with United Airlines through Azul Airlines. After booking tickets for 4 adults, I wanted to add an infant (under 2 years) to travel on an adults lap, following the policies. According to United website, an infant can be added either during reservation process or at check-in.I contacted Azul, and they informed me that only United could add the infant. When I spoke with United, the representative assured me that the infant had been successfully added (see messages copied below). However, the next day, I noticed that the infant did not appear on the reservation. Fortunately, I contacted United again to confirm, only to find out that the infant had not been added after all. United then stated they were unable to add the infant because the ticket had been issued by Azul. Meanwhile, Azul continues to insist that only United can add the ********* the time United representative initially confirmed the infant, I was able to cancel the ticket without penalty. Now, however, Azul is changing a significant cancellation ****** summary, Azul claims United is the only party able to add, while United says it must be Azul. Despite both being official partners, neither is taking responsibility. Because United initially confirmed the infants addition, I had no reason to cancel, and now Im left with tickets for four adultsbut no ticket for the infantand no option to cancel without incurring steep penalties.Lastly, I spent ~6 hours in total speaking with United (super disrespectful)Below are messages sent by United: "I assure you that your infant is already processed and they already have a ticket as well. You can look at the infant's ticket on our website using the confirmation number: GRBP7K.""The infant's ticket is now confirmed. The confirmation number is: GRBP7K. The ticketing department is now processing to add the infant to your reservation and link it to your ticket. Give it a few hours; it has been successfully processed."
Business Response
Date: 06/24/2025
Dear Mr. Fernandez,
The Better Business Bureau has shared your information with United Airlines Customer Care Department, and we appreciate this opportunity to address your concerns regarding your infant's ticket.
I am sorry to read about the issues you encountered while adding your infant to your reservation.
I was unable to retrieve a ticket number with the confirmation codes you sent.
Please provide the ticket numbers so that I can review who the tickets belong to.
We appreciate your assistance.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23501618, and find that this resolution is satisfactory to me.

Sincerely,

Joao Fernandez
Initial Complaint
Date:06/20/2025
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 been a United Airlines customer for over 30 years and service has always been exceptional. Mileage plus, and soon to be an explorer card holder. Haven't traveled that much for business the last 2 years, due to multiple surgeries. But I will be back to traveling frequently. My company purchases my tickets most of the year. But I still make purchases on my personal account. Started traveling on business yesterday 7/19 from *** to ***. Going to ******* next week, followed by D.C and more places to come this year. I was planning on purchasing more miles as I use them for inflight Amenities. I had a balance of 3500 miles. System was down when I tried purchasing my ******* Ticket so I had to call customer service. The agent took me through the steps. He asked me if I wanted to use miles + cash and I would save like $20. I said no. He took me through process, which was kind. But I said no. In the process of multitasking, talking to agent, and doing a few things I noticed the miles were deducted a couple days later. I called and spoke to an agent a few days later. They assured me the miles would be returned to my account. He apologized for the inconvenience. I trusted him. I got to the airport in ******* yesterday afternoon 7/19 and noticed they were not added back to my account. I called from the airport and the agent named **** kept me on hold for over an hour!!! Checking on me once or twice only. When I told her I was going to board soon, she connected me to ****** (Supervisor) and she was rude and didn't care to listen to my concerns. I was left purposely on hold for a long time, when I had a plane to catch. I felt embarrassed to say the least. And the way the agents treated me was uncalled for. To top it off, I had the worst flight in 30+ years. Even in economy plus 7E, there was no room with the individuals surrounding me. I purchased a couple cocktails, and barely had room to pour my drink in the cup. I'm VERY disappointed to say the least. This is not okay
Business Response
Date: 06/23/2025
Dear Mr. Martinez,

We’re glad to receive another feedback from you
through the Better Business Bureau regarding your recent experience with us. I am sorry to learn of your of your
discrepancy regarding your MileagePlus account. Please understand, United Airlines Customer Care does not have access to
MileagePlus account. Therefore, we are
unable to rectify any discrepancies and/or add missing mileage credit to your
account.

For further assistance regarding discrepancies
with your MileagePlus account, members are asked to contact the MileagePlus
Service Center at 1-800-421-4655.

Thank you for
your patience and understanding.

Regards,

James Castillo
Customer Care
Management
United Airlines
Case ID – 175068843774624 / 34144478
BBB COMPLAINT # 23498828
Initial Complaint
Date:06/20/2025
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.
Dear BBB,Reservation numbers: EGH2E1, E9R173 Flight Date:May 21, 2025 Route:***** (TPA) ? ************* (***) ? ********* (***) ? ***** (TUN)Passengers: Myself, my husband, our twin infants, and our 5-year-old daughter (total of five passports and seven pieces of checked luggage, plus a twin stroller)Upon arrival at *************, we were attended by a United Airlines representative named ****** (who refused to disclose her full name), and subsequently a supervisor named ******* What followed was a two-hour ordeal of pure incompetence, misinformation, and humiliation, targeting a young family with small children in distress.Glorie confiscated our five passports and began making a series of baseless claims, including: That all our family members, were told we needed return tickets (false).That we needed a **** to transit through ******* (false for airside transit).Repeatedly changing her rationale and failing to cite any accurate airline or immigration policy.She made multiple phone calls with no productive result, all while smirking, laughing, and disregarding my emotional state as a mother crying in front of her children.Our twin infants and 5-year-old daughter were forced to stand for over two hours at the check-in desk.****** and ******* then tried to coerce us into accepting a rebooked flight with a 9 hour layover in ********* instead of our original 90 minute layover unreasonable proposal given our small children.Luggage and Stroller Mishandling:When we finally traveled on June 8, 2025(rebooked by ********* after United failed to assist), only 2 of our 7 bags arrived in ***** on June 9, 2025 5 bags and the twin stroller were mistakenly routed to **********For 2 days, our young children were without essentials clothing, food supplies, medication, and stroller creating enormous hardship.We are demanding a compensation for the trauma, stress, lost time, and harm inflicted on our minor children due to the actions (or inactions) of your employees.
Business Response
Date: 06/23/2025
Dear Mrs. Taleb and family,

We received your feedback from the
Better Business Bureau regarding your recent experience with us. I am sorry to learn of your flight disruption and
apologize for your unpleasant experience when you traveled with us on May 21st,
2025. From the events and behaviors you described, I regret you did not receive
the level of service you have come to expect when traveling with United
Airlines. We
understand how frustrating and disappointing it must have been to be denied
entry into your destination country due to documentation issues. As an airline,
United follows the guidelines and entry requirements set by each country, and
it is our goal to ensure all passengers are informed of the general
requirements during the booking and check-in process.

That said, it is ultimately the sole
responsibility of each traveler to ensure they have the correct and valid
documentation needed to enter their destination, including passports, visas,
and any other required entry permits. These requirements are determined by the
destination country and are subject to change at any time.

Unfortunately, as these
circumstances are outside of our control, we are unable to offer a refund or
compensation for situations involving incomplete or invalid travel
documentation.

I am also sorry to learn of your
baggage delay when you traveled with our Star Alliance Partner (Lufthansa
Airlines). It is the responsibility of last
operating carrier (Lufthansa Airlines) to ensure your bags arrive your destination
in a timely manner. Therefore, we advised
you to contact Lufthansa Airlines regarding your baggage concerns.

We value your business and sincerely
hope this experience will not deter you from choosing United Airlines in the
future. We are committed to providing the best possible service and experience
on your future travels with us.

Thank you for your understanding,
and we look forward to welcoming you onboard again soon.

Regards,

James Castillo
Customer Care Management
United Airlines
Case ID - 175054917817343
BBB
COMPLAINT # 23498239
Customer Answer
Date: 06/25/2025
Re: Response to Your Insufficient and Misleading Response Regarding Incident at Tampa International Airport on May 21, 2025

To Whom It May Concern

I represent the Ben Taleb family in relation to the grave and egregious situation that occurred on May 21, 2025, at Tampa International Airport, as well as the continuing failure of United Airlines to take responsibility for the unprofessional conduct and distress caused to our clients.

Your recent response, which attempts to deflect blame, is not only misleading but entirely devoid of any meaningful acknowledgment of United Airlines gross misconduct in this matter. We will not allow the flagrant disregard for the well being of a family particularly minor children Twin infants and Young child to go unaddressed.

-Misinformation and Incompetence at Tampa International Airport:

United Airlines representative, “Glorie,” and your supervisor, “Orlando,” subjected our clients to what can only be described as an appalling display of incompetence, intentional emotional distress, and discriminatory misconduct. For the record, our clients’ passports were confiscated, and they were falsely told that a return ticket was required for every family member, including infants despite the fact that no such requirement exists, as was later confirmed by relevant authorities.

Your claim that “it is the sole responsibility of each traveler to ensure they have the correct documentation” is not only a gross misrepresentation but an absurd defense against the actions of your staff, who, as evidenced by video footage, mishandled the situation from start to finish. Moreover, Glorie’s refusal to provide her full name, and Orlando’s similar evasion, only underscores United Airlines blatant attempt to avoid accountability for the actions taken at the scene.

Racist and Discriminatory Behavior:
The fact that your agent Glorie mocked and belittled a crying mother in front of her infants is not only deeply unprofessional but discriminatory. This behavior will not be ignored or swept under the rug. It is a direct violation of civil rights, and the lack of action on your part only further proves the culture of indifference and bias at United Airlines.

Baggage Mishandling:

It is not United Airlines policy to dismiss passengers legitimate concerns by redirecting them to other airlines when the issue at hand lies directly with your own operations. As you well know, United Airlines is responsible for the proper handling of baggage up to the point of transfer to a partner carrier, in this case, Lufthansa. Our clients’ baggage records clearly indicate that United Airlines failed to ensure that the full set of baggages seven pieces in total was properly loaded onto the connecting flights. Instead, only two pieces arrived in Tunis on June 9, 2025, while the remaining five bags, along with a critical twin stroller, were mishandled and ended up stranded in Frankfurt, causing tremendous hardship for our clients and their young children.

United Airlines is responsible for the mistakes made in the routing of our clients' luggage, regardless of Lufthansa’s subsequent involvement. Further, the facts are irrefutable, as we have access to United Airlines own baggage receipts (attached) as well as surveillance footage from Tampa International Airport, which clearly shows the inadequacies of your staff’s actions.

-Video Evidence and Surveillance Footage:

We possess video evidence of the entire interaction between our clients and your representatives. This includes the mistreatment of our clients, the coercion to accept unacceptable rebooking alternatives, and the ongoing harassment endured by my clients in front of other passengers. You will not be able to ignore or misrepresent the facts, this footage will form a part of our legal action if we are forced to take this matter further.

Additionally, I will be requesting the full surveillance footage from Tampa International Airport to support my clients' claims of mistreatment, emotional distress, and intentional harm caused by your airline's staff.

-Potential Legal Action and Regulatory Involvement:

Given the extreme nature of the treatment our clients endured, coupled with the ongoing failure of United Airlines to offer a reasonable resolution, we are prepared to take immediate legal action. This will include, but is not limited to:

Civil litigation for intentional infliction of emotional distress, fraudulent misrepresentation, and breach of contract related to the false promises of a refund.
A complaint to the Attorney General of the State of Florida regarding discriminatory treatment and violation of consumer rights, as well as an investigation into the conduct of United Airlines staff at Tampa International Airport.
Filing a formal complaint with the Federal Aviation Administration (FAA) for negligence in the handling of our clients’ baggage and failure to provide adequate customer service.

Immediate Demand for Compensation:

This letter serves as an official notice of our intention to pursue legal action unless United Airlines rectifies the situation immediately and fairly. We demand the following:

$20,000 USD in compensation for the emotional distress, humiliation, physical inconvenience, and harm inflicted on our clients, especially the minor children.
A written apology from United Airlines upper management, acknowledging the failings of your staff, and addressing the discriminatory treatment and emotional distress caused.

This matter is time-sensitive. Should we fail to receive a satisfactory resolution within seven (7) business days from the date of this letter, we will have no choice but to proceed with the outlined legal actions, including the initiation of a lawsuit.

We hope for a swift and fair resolution. However, should United Airlines continue to avoid its responsibility in this matter, we will hold United Airlines accountable at all levels.

Sincerely,
R.L.F
Business Response
Date: 06/25/2025
Dear Mrs. Taleb and family.

I am glad to receive your reply and
appreciate having another opportunity to address your concerns and requests. I
am sorry to learn your continued disappointment regarding your flight
experience. Your disappointment is understandable given the circumstance; and
we can certainly empathize with disappointment you have expressed.

It's important to clarify that you have reached
the corporate offices of United Airlines. We work directly with our
senior leadership team as well as our executive officers and we are tasked with
responding on their behalf. All customer correspondence is routed to our
attention for review and response. I recognize that you want this matter
escalated. However, your concerns are considered escalated by our office.

We have reviewed your case again,
and respectfully I regret your request to receive compensation has been
declined. As previously advised, discrepancies
with travel documents are outside of our control; we are unable to offer a
refund or compensation for situations involving incomplete or invalid travel
documentation. In regards to your
baggage delay to Tunis, Tunisia. Lufthansa
Airlines was the last operating carrier you traveled on. Therefore, the operating carrier (Lufthansa
Airlines) has a legal obligation to address your baggage concerns.

We have concluded your flight
experience on May 21st, 2025 and will not respond to additional
request for compensation or reimbursement. We would like to move forward with
our business relationship with you and ask that you please give us another
opportunity to regain your trust. Should you wish to share a different
travel-related experience, please visit us at www.United.com/feedback.

As Customer Care representatives, we
are empowered to devise the best possible resolution, considering the
circumstances of what happened and the impact to our valued customer. While
United Airlines may be unable to meet your specific expectations, please know
that we do appreciate your continued loyalty. We look forward to welcoming you
on board again soon.

Regards,

James Castillo
Customer Care Management
United Airlines
Case ID – 175086213841085 / 34174430
BBB
COMPLAINT # 23498239
Customer Answer
Date: 06/29/2025
Your response is not only a disgrace, it's a mockery of justice and a clear attempt to dodge responsibility through robotic, copy-paste excuses. It’s no surprise United Airlines is drowning in complaints when racism, incompetence, and gaslighting seem to be your standard operating procedure.

Let’s talk facts: Seven bag receipts dated June 8, 2025 five bags wrongly rerouted to Frankfurt, only two to Tunis despite your staff’s false assurances. And your cowardly refusal to address the May 21 incident is a blatant cover up.

Your employee Glorie, after two hours of giving wrong information, stood there smiling at a crying mother in front of her children. That behavior is not only cruel, it's racist, dehumanizing, and legally indefensible. Then came employee Orlando, who mocked and denied Glorie’s promise of a refund proving that lying and targeting vulnerable families is embedded in your company culture.

If this is the answer from the corporate office, I strongly suggest a crash course in basic customer service, accountability, and ethics.

This is your final warning. We will take this national. Every document, video, and recording will be made public. Prepare for a legal battle and maximum punitive damages.

Govern yourselves accordingly.
Initial Complaint
Date:06/19/2025
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 to formally request reimbursement for an additional plane ticket I was forced to purchase due to an error in United airline's system that canceled my original return flight without my ********** original ticket was purchased through **** tickets on 10/24/2024. On 12/21/2024 I had spoken to a United customer service representative to have the flight schedule modified only to the outbound flights from XNA-SFO-TPE, with no additional changes to the rest of my itinerary. The email on that day shows no mention any changes and the flight schedule shows that I still have my original 01/03/2025 flight.I had a confirmed round-trip booking with United, but upon arriving at the airport for my return flight on 01/03/2025, I discovered that my ticket had been voided without prior notification or my authorization. At no point did I request or approve this cancellation. All they could provide me was that for whatever reason, even though I took the flight to *** from ***, their system never registered me on the flight. So to them I never even flew to ******. Due to this unexpected situation and the urgency of my travel, I had no choice but to purchase a new one-way ticket out of pocket. The cost of this one-way ticket was ******* USD, which cost me even more than my original round-trip fare of ******* USD.I have since been refunded ******* USD for the "unused" portion of the original ticket.This cancellation was entirely due to an error on United's systems, and I believe it is only fair that I be reimbursed for the additional expenses incurred as a direct result. I have attached copies of my original ticket and the receipt for my new ticket for your review.
Business Response
Date: 06/23/2025
Hi Kevin,

The Better Business Bureau has notified United Airlines that you have filed complaint #23494974 against us regarding your ticket issues and refund request. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the distress and inconvenience caused by the system error that resulted in the cancellation of your original return flight without your consent. I understand how stressful and frustrating this situation must have been, especially given the urgency of your travel.

Regarding your original itinerary under confirmation number HEECQZ, we’d like to clarify a few important details. I carefully reviewed your reservations, and our records indicate that the ticket was tagged as a no-show. United’s ticketing policies require that any changes or cancellations be made prior to the scheduled flight departure. When a passenger does not show up for a flight and no prior action is taken, the ticket is considered a no-show, and unfortunately, the entire value of the ticket is forfeited under our fare rules. When your outbound flight was reinstated and rebooked, the return flight was not rebooked.

Also, we reviewed the information you provided, and since we were able to confirm you completed your travel and your new ticket is fully used, you are not eligible for a refund.

We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.

We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.

Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.

Regards,

Guia
Customer Care
Case ID: 175049932118994
Initial Complaint
Date:06/19/2025
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.
During my trip from *** to LAS, from 5/8/2025-05/12/2025, there were multiple delays and issues that did not allow me to return home unil 5/19/2025. I was promised reimbursement for expenses endured and promised compensation. I have recorded phone conversations of these arrangements between myself and the supervisors of United Airlines. I would like to be reimbursed for the expenses endured during this travel period and resolve the reimbursement from 11/2024 and 01/2025 as well. Thank you
Business Response
Date: 06/23/2025
Hi Shiriece,

The Better Business Bureau has notified United Airlines that you have filed complaint #23494909 against us regarding your flight experience and reimbursement request. I appreciate the opportunity to respond to your concerns.

I'm sorry this was the experience. We will use this information to get better.

We sincerely apologize for the inconvenience and frustration you experienced during your trip from Raleigh-Durham (RDU) to Las Vegas (LAS) and for the difficulties encountered in attempting to return home.

After thoroughly reviewing the reservation associated with confirmation number GXK9VZ, we would like to provide clarification on the flight activity and eligibility for reimbursement.

Your outbound flight from Raleigh-Durham to Las Vegas via Washington Dulles on May 8, 2025, arrived on time and was completed as scheduled.

For your return flight, originally scheduled on May 12, 2025, our records show that you did not check in or board the flight. As a result, the ticket was marked as no value. We also note that rebooking attempts were made for May 13 and May 18, 2025, but you did not show up for these flights either, and those tickets were also marked as no value.

Regarding the additional trips you referenced, the flight from Seattle to Raleigh-Durham on November 10, 2024, and the trip from Norfolk to Raleigh-Durham on January 31, 2025. Both tickets were also classified as no value due to no-shows.

According to United Airlines’ fare rules, all tickets must be changed or canceled prior to the original scheduled departure time to retain any ticket value. If a change or cancellation is not made in advance, the ticket becomes forfeited and is not eligible for a refund or future travel credit.

Additionally, I carefully reviewed your reservation under this confirmation number, C05PBY, and as I've verified, your ticket has a special type of fare that was booked through a third party. Unfortunately, because of this, we're unable to process the refund directly or issue a travel credit.

Furthermore, on May 14, 2025, we understand that your rebooked flight from Las Vegas experienced a delay due to weather-related conditions. In such situations, United does not provide reimbursement for additional expenses. However, as a courtesy, our Reservations team extended hotel and meal vouchers to support you during that delay.

We truly regret any miscommunication that may have occurred, and while we are unable to offer reimbursement for the expenses you mentioned, we remain committed to delivering clear and consistent service.

Moreover, our records indicate that you received miles into your MileagePlus account as goodwill compensation for a flight disruption. Since Madison did not receive compensation and has no MileagePlus account, I will send her an electronic travel certificate as a goodwill gesture. You can use this certificate to purchase your next United, United Express, and our partner airlines' flights. It will arrive via email in the next few business days. I hope the certificate provided helps to offset some of the inconvenience you experienced.

While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.

We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.

Regards,

Guia
Customer Care
Case ID: 175049925869693
Initial Complaint
Date:06/19/2025
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 June 2 United charged me 2x for luggage check which was $80. I reported it everyday since june 2 and still I have not received my money. I was issued reference no. ************* saying my $40 was refunded. If it was it didn't go in my account. ********************** instantly take your money before you can hang up the phone but give you the run around when its comes time to pay back
Business Response
Date: 06/23/2025
Hi Velma,

The Better Business Bureau has notified United Airlines that you have filed complaint #23494487 against us regarding your baggage charges and refund request. I appreciate the opportunity to respond to your concerns.

I sincerely apologize for the inconvenience and frustration caused by the duplicate charge for your baggage fee and the delay in receiving your refund. I understand how upsetting it must be to experience this ongoing issue, especially after reporting it multiple times.

I have thoroughly reviewed the baggage fee with the document number 0164301763389, and I can confirm that the charge has already been voided on our end. Typically, when a purchase is canceled and the amount is pending, the credit should appear in your account within 48 to 72 hours. If you haven't received the refund yet, I suggest reaching out to your issuing bank for additional assistance.

We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.

Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.

Regards,

Guia
Customer Care
Case ID: 175049932275748
Customer Answer
Date: 06/24/2025

Complaint: 23494487

I am rejecting this response because:

Sincerely,

Velma Green
They have not paid me my $40. I contacted my bank no such deposit has been made.

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