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Airlines

United Airlines, Inc.

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 4,241 total complaints in the last 3 years.
    • 1,362 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently acquired a round-trip first-class ticket to *****, *******, placing a high priority on comfort due to the extended duration of the flight and my chronic back pain and leg cramps. Unfortunately, I encountered several issues throughout my travel experience that warrant your attention.On June 6, during my departure from ****************, I encountered a problem with a malfunctioning headset. Although the flight attendant promptly replaced it with an alternative set, the problem persisted, preventing me from enjoying any available entertainment options during the flight.Upon my return today, I faced a similar issue wit our departure from the gate. I immediately reported this concern to the flight attendant; however, she indicated that there was nothing she could do, citing that the flight was fully booked. This situation resulted in considerable discomfort as I was required to remain seated upright, exacerbating my back pain and leg cramps. Additionally, the malfunction affected the seat belt function, further highlighting the lack of alternative solutions offered to alleviate my discomfort, especially considering the circumstances. It is my belief that addressing these issues is essential to returning today, I faced a similar issue with my assigned seat, which also malfunctioned, further compromising my comfort and safety.

      Business Response

      Date: 06/23/2025

      Hi ********,

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

      We sincerely regret to learn about the discomfort and inconvenience you experienced during your round-trip travel to *****, ********

      We understand that you placed a high priority on comfort due to the length of the flight and your chronic back pain and leg cramps. It is clear from your account that your expectations, especially those tied to the premium nature of your ticket, were not met. Please accept our deepest apologies.

      We are particularly concerned to hear about the repeated malfunction of your inflight entertainment headset on your outbound flight from *****************, and the inadequate resolution offered despite a replacement being provided. We also recognize the distress caused on your return flight by the malfunctioning seat, which not only impacted your ability to recline but also compromised your comfort and potentially your safety due to the related seatbelt issue. It is unacceptable that a suitable alternative was not arranged.

      Our records indicate that you previously contacted our ************* team for the same issues, and my colleague issued compensation. You received a total of ****** miles into your MileagePlus account for headset issues, broken seat, and overall inflight experience. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.

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

      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.

      As a valued Premier Silver customer, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.

      Regards,

      Guia
      *************
      Case ID: ***************

      Customer Answer

      Date: 06/26/2025

      **Complaint: 223494194**


      I am rejecting this response because:


      I don't understand what I could have done differently in this situation. I have multiple scoliosis and deliberately purchased a first-class ticket for added comfort. This was necessary to address my leg stiffness, walking difficulties, cramping, muscle rigidity, and fatigue. It feels as if I am being punished for something I did not cause. I am curious about what I could have done differently when no first-class seats were available. The experience was extremely uncomfortable, and I have a doctor's appointment scheduled with my neurologist on Monday to assess the impact of the pain and discomfort.


      Sincerely,

      Dr. ******** ********

      Business Response

      Date: 06/26/2025

      Dear Dr. ********************* glad to receive another feedback from you.  I am sorry to learn your continued disappointment regarding your flight experience on June 5th and 18th, 2025; and I apologize again that your First Class seat did not properly function.  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 refund request has been declined.  United Airlines continues to comply with the **************************** (D.O.T) directives regarding its refund policy. A passenger(s) is eligible for a refund when a flight has been cancelled and/or experienced a significant delay; and the passenger chooses not to travel.  This information can be found in the ****** website shown below.  We have reviewed your tickets again, and respectfully I regret your refund request has been declined; as your tickets have been used. 

      I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill miles (******) you previously received is tangible expression of our regret over what transpired when you traveled with us, and our gratitude for your interest in United Airlines.  We have concluded your flight experience on June 5th and 18th, 2025 and will not respond to additional request for compensation. 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 *********************************************************************.

      As ************* representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. While ********************** 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,

      ***** ********
      ************* Management
      **********************
      Case ID *************** / 34203445
      BBB COMPLAINT # ********

      Related Case IDs:
      ***************
      34052450

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

      *******************************************************************************
      Am I Entitled to a Refund?
      Cancelled Flight A consumer is entitled to a refund if the airline cancelled a flight,regardless of the reason, and the consumer chooses not to travel
      Schedule Change/Significant Delay - A consumer is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the consumer chooses not to travel

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Answered
      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 27, 2025, United Airlines flight UA6013 from ********* to ****** was canceled due to a late aircraft turn. I had a non-refundable international flight booked with ************* from *** to **** the same morning. Because of United's cancellation, I had to drive over 380 miles to reach ****** on time, park my vehicle for 16 days, and later missed a non-refundable return flight with American Airlines (Booking #********) because my car was at IAD.I submitted a reimbursement request to United (Case ID: ****************, including all receipts:Mileage (766 mi round-trip $0.67): $513.22 Airport parking: $240 Toll: $17.20 Missed return flight: $119.94 Total requested: $1,040.36 United acknowledged the cancellation and my documentation, but denied reimbursement, offering only ***** MileagePlus miles. I consider this resolution insufficient given the clear financial losses caused by the flight *************** seeking full reimbursement of $1,040.36 for the unavoidable expenses directly caused by Uniteds operational failure. All receipts and records are available upon request.

      Business Response

      Date: 06/23/2025

      Hi Ahmed,

      The Better Business Bureau has notified United Airlines that you have filed complaint #23494121 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 the impact this cancellation had on your travel plans, particularly the strain it placed on your international itinerary with Qatar Airways, the extended drive to Washington Dulles, unexpected parking expenses, and the eventual loss of your non-refundable return flight with American Airlines. We understand how frustrating and costly this situation has been for you.

      Your request is completely understandable, given the impact on your travel plans. However, we regret to inform you that we are unable to offer a refund or reimbursement for the ticket purchased with another airline, as it falls outside of our policy. Please note that our reimbursement policy only covers expenses related to hotel, meals, and ground transportation.

      Additionally, our records show that your ticket has been fully refunded. In accordance with our reimbursement policy, once a ticket is refunded, we are unable to reimburse any additional expenses incurred.

      Regarding your request for reimbursement for ground transportation. I would like to clarify our company's policy on travel reimbursements. Currently, we reimburse for ground transportation expenses such as car rentals, Uber, taxis, buses, or trains when a valid receipt is presented and the expense is paid using a credit card. Unfortunately, we are unable to provide reimbursement for the use of personal vehicles, including mileage.

      While I cannot fulfill what you originally requested, I've reviewed your situation again and will be depositing additional miles into your MileagePlus account as a goodwill gesture. You'll receive a separate email confirming this within the next few business days.

      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 thank you for 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.

      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: 175049949840476

      Customer Answer

      Date: 06/24/2025

       

      Complaint: 23494121



      I am rejecting this response because:

      Hi Guia,


      Thank you for your response and for acknowledging the impact of the cancellation.

      I understand and accept that United’s policy may not allow reimbursement for a return flight purchased through another airline. However, my request primarily concerns the direct out-of-pocket expenses caused by United’s cancellation of Flight UA6013, including:

      Round-trip mileage to Washington Dulles

      16 days of airport parking

      Tolls incurred along the route


      United notified me of the cancellation less than 6 hours before departure, which left no realistic opportunity to arrange alternate transportation such as a rental car, train, or taxi. I had to drive directly from South Carolina to Washington D.C. to make my international flight, and I acted promptly under the circumstances.

      I submitted all receipts in good faith. While I appreciate the goodwill miles offered, this matter remains unresolved from my perspective, as these were reasonable and necessary expenses directly tied to United’s cancellation.

      Sincerely,
      Ahmed Deyab

      Business Response

      Date: 06/26/2025

      Hi Ahmed,

      The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23494121 against us regarding your request for a reimbursement. I appreciate the opportunity to respond to your concerns.
       
      Thank you for your detailed follow-up and for giving us the opportunity to further review your concerns regarding the cancellation of Flight UA6013.

      First and foremost, I want to sincerely apologize for the inconvenience and stress caused by the short-notice cancellation, especially considering the direct impact it had on your ability to reach your international flight. We recognize the effort you took to submit receipts and communicate openly about the costs incurred, including round-trip mileage to Washington Dulles, tolls, and 16 days of airport parking.

      After a thorough review, I regret to inform you that while we absolutely understand and sympathize with your situation, we are unable to offer reimbursement for these expenses. This is because the ticket for Flight UA6013 was fully refunded, and in such cases, United's policy does not permit additional reimbursement for related costs.

      We also recognize that this may not have been clearly communicated at the time of cancellation, and we truly apologize for that. We strive to ensure that all passengers are provided with transparent and timely information during disruptions, and it's clear that we fell short in this instance.

      While I understand this is not the resolution you were hoping for, please know that your feedback has been heard and documented. The goodwill miles were offered as a gesture of our sincere regret for the disruption and the inconvenience you endured, even though we're limited in the support we can provide under our current policy guidelines.

      We're sorry our products didn't meet your expectations, and your comments are very helpful to us in understanding how to improve your travel experience.

      We look forward to working toward the suggestions you've mentioned to welcoming you aboard your next flight.

      Warm Regards,

      Chesca
      Customer Care
      Case ID: 175086232212037

      Customer Answer

      Date: 06/26/2025

       

      Complaint: 23494121



      I am rejecting this response because:


      Dear Chesca,
      Thank you for your detailed follow-up and for acknowledging the disruption caused by the cancellation of Flight UA6013. While I appreciate the goodwill miles and your recognition of the inconvenience, I must respectfully disagree with the resolution.
      Although the original ticket was refunded, that refund does not cover the significant, unavoidable expenses directly caused by United’s short-notice cancellation—namely tolls, extended airport parking, and a long-distance drive from South Carolina to Washington Dulles to catch my international flight. I provided receipts and acted in good faith under stressful circumstances.
      I understand this may fall outside United’s current policy, but that does not make it right. Passengers should not be left to absorb hundreds of dollars in losses because of a flight cancellation they could not control or prepare for in time.
      While I now consider this matter closed, I do so with disappointment in how it was handled. I sincerely hope United revisits this policy in the interest of fairness to future passengers.
      Sincerely,

      Ahmed Deyab


    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a flight on 6/6 to *********. We sat on the tarmac for over 2 hours without any water or food being handed out. The **** and outlets did not work. I asked for financial compensation from United was denied.

      Business Response

      Date: 06/23/2025

      Hi Jordan,

      The Better Business Bureau has notified United Airlines that you have filed complaint #23494093 against us regarding your flight experience, compensation, and refund 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.

      I sincerely apologize for the inconvenience you encountered during your flight with us. I understand how frustrating it must have been to be on the tarmac for over two hours without access to water, food, or functioning amenities like Wi-Fi and outlets.

      We know reliable internet service is important, and we can understand your frustration.

      I researched the details of the flight, and because the flight UA1548 from Newark to Las Vegas was delayed due to controllable reasons, my colleague deposited 5,000 miles into your MileagePlus account. This credit will post to the account within a few business days. These miles never expire and can be used for travel or purchases on flights and more.

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

      While I cannot fulfill what you originally requested, I've reviewed your situation again and will be depositing additional miles into your MileagePlus account as a goodwill gesture. You'll receive a separate email confirming this within the next few business days.

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

      Regards,

      Guia
      Customer Care
      Case ID: 175049931996333

      Customer Answer

      Date: 06/23/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23494093, and find that this resolution is satisfactory to me.




      Sincerely,



      Jordan Taylor

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Complaint: I am filing this complaint regarding United Airlines handling of a checked baggage fee refund and the associated customer service failures I experienced. On May 30th, I was approved for a ***** United Explorer Credit Card, which includes a free checked bag benefit. Uniteds own policy states that this applies for tickets purchased within 90 days of card approval. I was told at that time that I could and would receive this benefit on my upcoming travel. Despite this, I was charged for my bag and I spent over 15 hours attempting to resolve the issue. Throughout this process: I communicated accurate, complete details from the start. I received conflicting and often incorrect information from both United and ***** **************** United initially disputed the facts but recently acknowledged that my card was properly linked to my MileagePlus account and has now refunded the bag fee. I have many pages of email correspondence with a senior United account specialist, which I am happy to provide upon request. In addition, many calls with both United and ***** were recorded and could further support my case. While I appreciate that the fee has finally been refunded, this does not address the substantial inconvenience, wasted time, and frustration caused entirely by Uniteds mismanagement and misinformation. When passengers are inconvenienced through no fault of their own, compensation is typically provided. Desired resolution: In light of the significant time investment and stress caused by Uniteds error, I believe 4 round-trip domestic tickets (or equivalent compensation) is appropriate.

      Business Response

      Date: 06/24/2025

      Dear Brent,

      I am writing in response to your BBB Case #23493937.

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

      We feel we have fully responded to your concerns and consider this matter closed.  Should you have any other travel-related issues, please contact us again.   

      Regards,

      Melanie
      Customer Care
      Case ID: 175046259781354
      BBB Case #23493937

      Customer Answer

      Date: 06/29/2025

       

      Complaint: 23493937

      Dear BBB Representative,
      I am writing to follow up on my ongoing issue with United Airlines, which has not been resolved despite previous correspondence and a $200 travel voucher issued by the airline.
      I am rejecting United’s most recent response because misinformation continues to be shared by their agents, and the fundamental issue remains unresolved.
      Here’s a summary of the situation:


      I added my daughter and wife as authorized users on my United Explorer Card. Shortly after, my daughter booked a flight to New York and contacted United to confirm if she would receive the free checked bag benefit that comes with the card. She was assured that, as an authorized user, she was eligible for the benefit. The agent even attempted to reissue her ticket to ensure the benefit would apply, but due to time constraints (departure within 2 hours), that couldn't be completed. Instead, she was advised to submit for reimbursement.
      More recently, while booking a ticket for my son (who is not yet an authorized user), I contacted United again. The first agent confirmed what we had previously been told: any authorized user flying with their own card is entitled to the free checked bag benefit.


      However, at the same time, a different agent gave the opposite information — that only the primary cardholder is eligible for this benefit, regardless of who books or pays for the flight.
      So my family has now received two completely contradictory explanations from multiple United representatives. This is not a minor technicality — it impacts how we book travel, whether we add users to our account, and the overall value of a product marketed as offering family travel benefits.


      This inconsistency is unacceptable. We made decisions based on what United agents told us, only to learn later that the information may have been inaccurate — again. I firmly believe the system is broken, and the lack of clear, consistent communication is deeply concerning for any customer relying on United's loyalty programs and policies.


      I am therefore requesting:
      A direct conversation with a United Airlines executive who is in a position to take accountability and fix this issue.
      Lifetime free checked bags for my immediate family members when flying on tickets purchased with my United Explorer Card — a reasonable ask given the misrepresentation and confusion caused by United’s own staff.


      Any other compensation would certainly be appreciated but this has become a matter of principle.  Even as my 22 daughter assured me that she had the agent's name and that they were 100% going to reimburse her for her bags, I was uncertain that this would happen.  This is just not ok.  Mistakes happen but when the same types of mistakes happen repeatedly over time, it negligence.  

      I appreciate the BBB’s help in continuing to advocate for a fair resolution. This isn’t about compensation at this point — it’s about fixing a broken system and holding United accountable for what it promotes to its cardholders.


      Sincerely,
      Brent Truchon

      Business Response

      Date: 07/02/2025

      Dear Mr. Truchon,

      We’re glad to receive another
      feedback from you.  In review of your
      case, our records show that we have previously address your concerns regarding our
      baggage policies and fees when using your United’s Chase Explorer Card to
      purchase tickets.
      174977435610358
      174948011922553

      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.

      Though 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 our
      baggage policies.  We have reviewed your
      case again, and respectfully I regret your request to receive additional
      compensation has been declined.  As
      previously advised, only
      the primary cardholder and one travel companion on the same record are eligible
      for waived bag fees when the qualifying purchase is made using your United
      Chase MileagePlus Explorer card.

      I understand that our goodwill
      offering cannot compensate you for the undue anxiety which you experienced
      throughout this incident. The goodwill certificates ($200, $150, and $100) you
      previously received is tangible expression of our regret over what transpired
      when you traveled with us, and our gratitude for your interest in United
      Airlines.  At
      this time, United has fully responded to your concerns and considers this
      matter closed.  I recognize you feel the
      issue has not been resolved, and I'm very sorry we're unable to reach an
      agreement to resolve this issue. Once again, I’m sorry for everything that
      happened.
      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 – 175129701812545 / 34353766
      BBB
      COMPLAINT # 23493937

      Related
      Case IDs:
      174977435610358
      174948011922553

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

      6/30/25
      | 11:28 AM
      Dear
      Mr. Truchon,

      I
      appreciate you taking the time to speak with me today. Thank you for reaching
      out to us once again regarding the information about the benefits of your Chase
      MileagePlus Explorer card.

      We sincerely apologize for any misinformation and confusion you've experienced.
      We understand the frustration caused by the conflicting information provided by
      our agents and the impact it has had on your travel plans and decisions. To
      clarify, only the primary cardholder and one travel companion on the same
      record are eligible for waived bag fees when the qualifying purchase is made
      using your United Chase MileagePlus Explorer card. For more information, please
      visit our partner's website: https://www.chase.com/personal/credit-cards/united/united-explorer-card/travel-benefits

      Unfortunately, we are unable to honor your request for lifetime free checked
      bags for your family members when flying on tickets purchased with your United
      Chase Explorer Card.
      We
      appreciate your patience and understanding. Please know that we are taking your
      feedback seriously and will be sharing your concerns with our Reservations
      leadership team. As discussed this not the level of service we aim to provide.
      We value our customers and are disappointed when any occurrence leaves you with
      a negative impression. As you stated consistency builds a brand's loyalty. And
      in this situation we regrettably let you and your family down.   

      As
      a gesture of goodwil I will send Blake a $150 electronic travel certificate. He
      can use this certificate towards the purchase of your next United or United
      Express flight. It will arrive via email in the next few business days. I hope
      this certificate allows us an opportunity to provide you with a better travel
      experience.

      Also
      at your earliest convenience, please send me your daughter's travel itinerary
      and we have the baggage charges refunded back the original form of
      payment. 

      We
      apologize for the inconvenience and appreciate your understanding. Thank you
      for your continued loyalty as a valued MileagePlus member.

      Regards,

      Thom Adams
      Executive Solutions Supervisor
      United Airlines
      Customer Care
      Case ID: 174977435610358

      Customer Answer

      Date: 07/03/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23493937, and find that this resolution is satisfactory to me. Thom Adams reached out earlier this week.  We had a wonderful conversation, and, I believe that he's committed to moving forward with this issue.  In short, I don't expect things to be fixed immediately, but, as I've stated repeatedly, consistently receiving inaccurate and conflicting information is a real problems for consumers.  In short, these were not one offs.  

      Having said that, that Mr. Adams was willing to reach out by phone and have a conversation did leave a very positive impression.  I appreciated that and am hopeful that this will begin to bring about positive change.  Thank you.


       



      Brent Truchon

    • Initial Complaint

      Date:06/19/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of the transaction:The incident occurred on my flight with United Airlines on May 31st 2025, when I traveled with my bike in a protective case that United damaged during baggage handling. in a flight from *** TO EWR Amount paid:The bike travel case cost $999.99 USD at the time of purchase. and I had to pay $100 for Unit ship my bike.What the business committed to provide:United Airlines, under their contract of carriage and international baggage liability (per the Montreal Convention), is responsible for compensating passengers for damaged checked baggage. I submitted a claim with supporting documentation including photos, the manufacturers current listing, and a non-repairable status.Nature of the dispute:United acknowledged the damage but refused to reimburse the fair value, citing a lack of original receipt despite DOT guidelines allowing other forms of value verification. They offered only $100 for an item clearly worth more, ignoring legal protections and multiple attempts at resolution.Whether the business has tried to resolve the problem:I exchanged multiple emails with Uniteds ************************** They rejected reasonable documentation and closed my claim without proper resolution. I also escalated the issue to their executive team and submitted a DOT complaint. All efforts were dismissed with form responses, and no fair compensation has been offered.

      Business Response

      Date: 06/23/2025

      Dear
      Mr. DaSilva,

      We
      received your letter from the Better Business Bureau regarding your recent
      experience with us.  I am sorry to learn
      your baggage was damaged when you traveled with us on May 31t, 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.

      In
      review of your case, our records show that you have been in previous
      correspondence with our Baggage Resolution Center regarding your damaged bag
      (Baggage Claim:  EWR34274D).  Our baggage center had previously asked you
      to provide receipts for your original bike purchase and also provided you with
      an Electronic Travel Certificate ($100) regarding your experience.  Please understand, all baggage related issues
      (delayed, lost or damaged) are strictly handled by our baggage center.  Passengers that have additional concerns
      and/or discrepancies regarding their claim settlement are advised to contact
      our Baggage Resolution Center at 1-800-335-2247.
      .
      While
      we would have preferred it to be under better circumstances, we appreciate you
      for sharing your feedback about recent experience with United. Your feedback
      has been shared to our senior management team as it will help us improve our
      services.  We sincerely apologize for the
      inconvenience that was caused to you. I truly hope your next travel plans with
      us delivers the seamless customer experience you deserve. Thank you again for
      your loyalty and business.

      Regards,

      James
      Castillo
      Customer
      Care Management
      United
      Airlines
      Case
      ID – 175046272239253 / 34145952
      BBB
      COMPLAINT # 23493476

      Customer Answer

      Date: 06/24/2025

       

      Complaint: 23493476



      I am rejecting this response because:

      Thank you for forwarding United Airlines’ response. Unfortunately, their message does not resolve the issue and reflects a pattern of avoidance I’ve experienced throughout this claim.
      United Airlines damaged my bike travel case on May 31, 2025 (Claim: EWR34274D). I have repeatedly provided sufficient evidence of the item’s value, including manufacturer pricing and photos ($999.99 + tax +shipment). However, United refuses to offer fair reimbursement because I do not have an old receipt from a now-defunct local shop. The Department of Transportation (DOT) has clearly stated that airlines cannot condition reimbursement solely on providing original receipts — especially for older items — and must consider alternative forms of evidence which I already provided thru the manufacture web page link.
      Instead of honoring this, United sent me an electronic voucher worth $100, far below the replacement cost, and not an appropriate or acceptable settlement. Their message via the BBB simply redirects me back to the same department that has already rejected my documentation and denied my claim, effectively closing the door on a good-faith resolution.
      At this point, I am asking United to:
      Honor my claim with a reimbursement that reflects the actual documented value of the damaged item.
      Stop requiring documentation (like bank statements or original receipts) that exceeds what DOT or Montreal Convention guidelines require.
      Engage meaningfully through the BBB channel instead of deflecting responsibility to an internal department that has already failed to resolve this matter fairly.
      Thank you for continuing to mediate this complaint. I am still seeking a full resolution and am prepared to pursue small claims action if necessary.
      Sincerely,
      Everton DaSilva



      Business Response

      Date: 06/25/2025

      Dear
      Mr. DaSilva,

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

      However
      as previously advised, all baggage related issues (delayed, lost or damaged)
      are strictly handled by our baggage center.  Passengers that have additional concerns and/or discrepancies regarding
      their claim settlement are advised to contact our Baggage Resolution Center at
      1-800-335-2247. (Baggage Claim:  EWR34274D)
      .
      Thank
      you for patience and understanding. I truly hope your next travel plans with us
      delivers the seamless customer experience you deserve. Thank you again for your
      loyalty and business.

      Regards,

      James
      Castillo
      Customer
      Care Management
      United
      Airlines
      Case
      ID – 175086196133275 / 34173918
      BBB
      COMPLAINT # 23493476

      Customer Answer

      Date: 06/26/2025

       

      Complaint: 23493476



      Dear BBB,
      Thank you again for facilitating this communication. Unfortunately, United Airlines continues to redirect me back to their Baggage Resolution Center, despite my repeated attempts to resolve the issue through that very channel.
      I have called the number provided again, as instructed. However, I received the same scripted response I’ve heard since the beginning of this claim: they insist on a physical purchase receipt, despite the fact that I purchased the bike case years ago from a local bike shop that no longer exists. I have already provided clear and reasonable alternative documentation, including current retail listings of the exact model, photos of the damage, and proof that the case is non-repairable.
      The Department of Transportation (DOT) has made it clear that airlines must consider reasonable evidence of value and cannot deny compensation solely due to a lack of receipts. United is ignoring this guidance and continues to offer an insufficient $100 travel certificate for a piece of luggage worth significantly more, based on documented current value.
      At this point, I have:
      Submitted a DOT complaint
      Provided sufficient documentation
      Attempted phone and email resolution multiple times
      Responded through the BBB process with transparency and patience
      United’s repeated redirection, refusal to engage directly on the core issue, and unwillingness to comply with DOT standards are unacceptable. I am still seeking a fair monetary reimbursement for my damaged bike case, and will be pursuing small claims court action if this matter remains unresolved.
      Thank you again for your assistance.
      Sincerely,
      Everton 

    • Initial Complaint

      Date:06/19/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      While at the counter I specifically asked the United representative to put me on an earlier flight with available seating as I anticipated delays, which was denied.The flight (UA 2723) has been delayed by 2 hours on June 13, 2025, and I missed my connection in ******. I was rebooked for a flight departing the next day.Upon calling customer support I was told ********************** does not provide hotel and meals and United left me in ************** for 22 hours before my next flight! Your customer support agent was obnoxious and lacked professionalism in resolving this situation- this is by far the worst experience I had with United in almost 20 years of flying on United. In addition to reimbursement of the car rental and food (receipts attached), I demand ******* miles as compensation deposited into my United account. Shall you choose not to comply, and depending on your willingness to compensate, I will or will not contact UNITED's corporate office located at ******************, ************************************************************************************** as well as DOT. The lack of customer service on your behalf shall be punished - start treating us with dignity and respect!

      Business Response

      Date: 06/24/2025

      Dear Mrs. Polyakova,

      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 regret I must respectfully decline your request for compensation as your flight was delayed due to extreme weather conditions.

      We appreciate your understanding.

      Regards,

      Christina F.
      Customer Care Management

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is a joint complaint with my daughter, ***** ****. My contact info is: ********************* ************, silver member number # MBN14711. Ticket confirmation number IW5Y9W, names on tickets, ***** ************** ****.I purchased 2 round trip tickets on United Airlines on July 7, 2024 for my daughter and granddaughter (***** ****, ******* ****). After purchasing i realized the tickets would not work. I tried to get a refund per Uniteds 24 hour return policy. It would not accept the refund and only issued a credit. It credited my daughter and granddaughter a total amount of $2,156.40. I also purchased upgraded seats - 2 at $42.99 and 2 at $44.99. They have not been able to use the credit, I have tried to contact United customer service multiple times to find a solution to this refund issue. **************** keeps "escalating" the issue and then we never hear back from anyone. The credit is about to expire and we have yet to have ANYONE give us answers to our questions. I also made an official request under #***************. This request has also NOT been answered.I would really appreciate some help with this.I would like the total amount (including the seat upgrades) $2332.36 be refunded or credited to me as I fly United all the time. It is awful to loose over $2,000 in this economy. I am retired and on a fixed income and this is a big hit for me financially.

      Business Response

      Date: 06/23/2025

      Hi ********,

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

      I sincerely apologize for the frustration and inconvenience you and your family have experienced regarding this issue. I understand how upsetting it must be to be unable to resolve the refund and credit concerns despite your efforts.

      I have thoroughly reviewed ***** and Scarlet's reservation with the confirmation number IW5Y9W. I can confirm that the ticket was already refunded on June 19, 2025. The refund will be reflected in your account ending in 0920 within 7 to 14 business days.

      Regarding the seats you purchased, our records indicate that the charges were voided. Please be advised that 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 will also review the case you mentioned (Request #***************) and confirmed that an apology letter was sent to this email address ******************** on March 22, 2025. We regret that it was not received properly.

      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 Premier Silver member. We look forward to seeing you on board soon.

      Regards,

      Guia
      Customer Care
      Case ID: ***************

      Customer Answer

      Date: 06/23/2025

       
      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:06/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 4/3/25 I paid for a yoga retreat in ******** $350. On 4/27/25 I paid $885 towards the trip. On 4/8/25 I purchased airfare $1,206.41 seats $161.98 and checked baggage $150 through United Airlines. I had to staff someone at my company to replace me at work; which was a rate of $1,023.88 I also missed out on this amount of pay, for the time I took off of work for these arrangements. I purchased insurance from ************ for $109.47. My travel dates were from 5/30/25-6/5/25. I ubered to work on Friday 5/30/25 $22.77. We completed our first leg of travel from DEN to ***, landing at 19:30 local time. We sat down for a meal $44 and arrived at the gate at 21:30 for boarding. The plane was delayed because the plane designated to us came in early and was given to a different flight, they had a backup plane coordinated for our flight but that plane had mechanical issues and could not be used. They sourced another plane, but we had missed our appointment with gate gourmet and had to wait for the catering truck to come back to stock the plane for the international flight. Once the plane was stocked, crew began cleaning for boarding, but storms rolled in. We were grounded due to tornadoes and lightening for hours, and the flight crew timed out, and ultimately our flight was canceled at 06:30 the following morning. My next flight was for 18:30. I spent $213.27 sustaining myself for the next 12 hours. I had been at the airport for 24 hours at this point. And my next flight was delayed by over 3 hours which closed my window for layover on my next flight, putting me on a later second flight, forcing me to miss my reason for travel entirely. I was assured my bag would be put on a plane with me back to DEN, but when I got there, my bag did not. I was kept awake for 40 hours with no bed no meal no assistance. I missed a once in a life time opportunity with family and friends. I need to be made whole for my losses and punitive damages.

      Business Response

      Date: 06/24/2025

      Dear ******,

      I am writing in response to your BBB Case #********.

      Again, I apologize for the challenges you faced while attempting to travel to ******** for your yoga retreat.

      While a refund request was already submitted, I have re-submitted the request, stressing futile travel as the reason for the request.  Additionally, the ticket was re-issued so I provided the new ticket number.

      If you will be so kind as to provide original receipts, I will be happy to consider reimbursement for your food, lodging and ground transportation while delayed at ******************  Finally, as previously advised, our ************************* handles all baggage-related concerns. You'll need to download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions. I recommend keeping copies of the completed claim form and receipts for your records.

      *******************************************************************************.

      A baggage specialist will reach out to you directly after reviewing your claim.

      We appreciate your patronage and hope to welcome you back aboard soon.  

      Regards,

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

      Customer Answer

      Date: 06/30/2025

       
      Complaint: 23492245

      I am rejecting this response because:

       

      Good morning, this is what i have at present for proof of purchases. In the haze of being kept awake for 40 hours and the emotional turmoil afterwards, I have misplaced the original receipts. 

      Please let me know if this will suffice, or if you will need me to do further digging to try to furnish copies of the transactions from each of these vendors. 



      Sincerely,

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

      Business Response

      Date: 07/02/2025

      Dear Ms.  *********,

      I am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. I want to apologize again for your flight disruption and unpleasant experience when you were scheduled to travel with us on May 30th, 2025. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.

      We have reviewed your case again,and respectfully I regret your reimbursement request has been declined.  Based on my findings, your scheduled flight (UA942 30MAY25 IAD to LIS) was cancelled due to severe weather conditions.  United does not provide reimbursement and/or compensation when flights have been affected by Extreme Weather conditions, Air Traffic Control, or Uncontrollable Events.  If you need assistance with your unexpected travel expenses, passengers are asked to contact their trip insurance or their credit card provider for possible options.

      However, Id like to extend my apology by sending you another Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines.  This certificate may also be combined with the previous certificates you received.

      I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill certificates previously offered to you is tangible expression of our regret over what transpired when you traveled with us, and our gratitude for your interest in United Airlines.  We have concluded your flight experience on May 30th, ******************************************************************** compensation. 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 *********************************************************************.

      As ************* representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. While ********************** 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,

      ***** ********
      ************* Management
      **********************
      Case ID *************** / 34352853
      BBB COMPLAINT # ********

      Customer Answer

      Date: 07/03/2025

       
      Complaint: 23492245

      I am rejecting this response because:

      I need to be made whole for my losses. 

      Sincerely,

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

    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 recently flew with united airlines. I am 16 years old and my sister is 6 years old. United routinely does not allow me to sit with my mother unless we pay an additional usually $500 that is absurd and unexpeceptable but they have always allowed my 6 yr old sister to sit with her until the last flight I was on where they had us all in different seats it looked consecutive on the tickets but the two were in fact across the aisle and for a 6 year old that is not able to touch or be consoled by her mother that is not next to each other. We asked the flight attendant and the gate attendant for help to which we were told no they were next to each other when in fact they were not we were told there were no other seats when in fact the sets behind me was empty the person next to me was flying solo and could have easily been moved to the seat behind me but again we were told no. I am not understanding why this is united policy except it is an attempt and another money grab not only should united not want to sit families apart they should insist on them being seated together I fly a lot for sports and there have been so many occasion where I have been sat next to men that have scared me being on a flight all night falling asleep next to someone that could potentially touch me or put something in my drink while Im sleeping is terrifying not feeling safe on a flight is not something united should be ok with and now my 6 year old sister has to sit by herself airports and planes are a huge trafficking place there are signs up everywhere why do you want to make it feel unsafe for minors? We try very hard to fly anything it united but living in ****** sometimes they are the only available flights I sincerely ask you to fix this policy and allow me to fly with my mother and especially allow my 6 year old sister to sit next to one of us

      Business Response

      Date: 06/23/2025

      Hi Molly,

      The Better Business Bureau has notified United Airlines that you have filed complaint #23491525 against us regarding your seat issues and refund request. I appreciate the opportunity to respond to your concerns.

      I sincerely apologize for the distress and discomfort you and your family experienced during your recent flight with United Airlines. We deeply regret that you were not seated together and that our team was unable to accommodate your seating request during the flight.

      At United, the safety and well-being of all our passengers, especially minors, should always be a top priority. We understand how important it is for young children to be seated directly next to their parents or guardians, not only for comfort, but for safety, reassurance, and appropriate supervision. We also recognize how upsetting it must have been for your 6-year-old sister to be seated across the aisle from your mother, and how unsettling it is for you to be seated next to strangers, especially on long flights.

      I'm sorry if there was any misunderstanding about our seating policy that caused you to be concerned about your and your sister's safety. It was not our intention to worry you. I assure you that the safety and well-being of our passengers are our top priorities, and we will never put you in jeopardy.

      United Airlines' seat engine and family seating policy helps seat each child under 12 years of age adjacent to one adult (or someone at least 15 years of age) in the same reservation at no extra cost if available. This family seating policy applies to both United Economy and Basic Economy, and we deeply apologize if that was not what happened on your flight.

      To make amends, I will send each of you 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.

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

      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.

      Thank you for choosing us for your travel. We look forward to serving you on your next United flight.

      Regards,

      Guia
      Customer Care
      Case ID: 175044897788199

      Customer Answer

      Date: 06/24/2025

       

      Complaint: 23491525



      I am rejecting this response because:

      I understand the policy just fine what I don’t understand is why that is your policy! I am not an adult, I am not comfortable sitting on a plane next to strange men who try to talk to me a minor during long and overnight flights.. my sister is 6 and according to your policy should not have been across the aisle  the flight attendants and workers were unhelpful and we did not want to be kicked off our flight causing any sort of issue.. I was left on the flight last year because I fell asleep and united assured my mother and I we wouldn’t be seated apart again but it continually happens.. we should not have to pay an additional $250 per ticket to be seated next to each other especially when I can visibly see seats next to each other or single people traveling that could be moved. I don’t understand why united prioritizes profit over safety of minors.. it doesn’t matter that my ticket was utilized you could still easily refund our tickets for the ptsd and anxiety caused by your staff not following the basic policy you even said is set forth for minors under that I of 12 which my sister is… like we have said and will continue to  say when something happens to a child the lawsuit united will undergo will be much greater than the $100 credit and continuation of a terrible policy in the highest trafficked place that exists airports.. hopefully united management decides to change this policy before it’s too late or before someone like myself decides to make a public outcry for a change in the policies set forth. 




      Sincerely,



      Molly Davi

      Business Response

      Date: 06/25/2025

      Hi Molly,
       
      The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23491525 against us regarding your request for a refund due to the seat issues. I appreciate the opportunity to respond to your concerns.

      Thank you for taking the time to share your experience with us. We're truly sorry to hear about the distress you and your sister experienced during your recent flights, and we want you to know we take your concerns very seriously.

      We fully understand how important it is for minors—especially young children—to feel safe and supported during travel, and we sincerely regret that your seating situation caused you anxiety and discomfort. Your feedback highlights a situation that clearly did not meet the standard of care we aim to provide to all of our customers, especially families and young travelers.

      While our current seating policy does not guarantee adjacent seating without the purchase of specific seat assignments in advance, our crews are expected to do their best to accommodate families, especially those traveling with children under the age of 12. We're very sorry to hear this was not handled appropriately in your case, and we will be sharing your feedback with the appropriate teams internally so it can be reviewed and addressed.

      We also regret to learn about your past experience of being left behind on a flight. That should never happen, and we recognize the lasting impact it can have. We understand that the emotional effects of these experiences are real, and we truly regret that our service has contributed to your ongoing concerns.

      As much as we would like to grant your request, regrettably, we are unable to refund any used tickets as the value has been utilized. We're sorry our product didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.

      We look forward to working toward the suggestion you've mentioned and to welcoming you aboard your next flight.

      Warm Regards,

      Chesca
      Customer Care
      Case ID: 175087863832919

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Our flight was delayed leaving *** on 6/17 making us miss our connecting flight United booked in ******* to go home in ***. United changed my birthdate when I called to change my last name in April. It was changed from 1978 to 1948 and I was forced to go through *** lines twice and dealt with a rude customer service agent at the counter and the phone. My minor sons seatbelt was broken and after 3 seats he was separated from us and sat in front of a drunk male who spilled his glass of wine all over the seat next to my son. My minor daughter was exposed to a couple doing sexual touching and the male kept putting his feet in between her seat to touch her. The hotel you offered was 9 miles away and they had a small can as a shuttle forcing us to take a taxi. The food vouchers didnt work. Both my husband and I missed a full day of pay and we had to pay more for our car in the parking lot

      Business Response

      Date: 06/23/2025

      Dear Mrs. Benjarano and family,

      We’re
      glad to receive another feedback from you regarding your recent trip with
      us.   I want to apologize again for your flight disruption
      and unpleasant experience when you traveled with us on June 17th,
      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. 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.  I realize your flight experience was disappointing, and to help make
      amends,

      Respectfully
      I regret your refund request has been declined as your tickets have been
      used.  Once a ticket is used, it is not eligible
      for a refund.  Please understand that
      United Airlines does not reimburse lost wages, prepaid expenses, activities, or
      events. If you need assistance
      with those costs, reach out to your credit card provider or trip insurance for
      possible options.  In review of your
      receipts, United will reimburse your Meal and Uber expense in the amount of
      $142.41USD.  In the next 24 hours,
      you’ll get an email from [email protected].
      The email has a link to a secure portal where you can claim your payment. The
      link expires in 60 days, so claim your payment as soon as possible. (Tip: Check
      your junk mail if you do not see this email within 24 hours.)
      You
      must enter your Case ID to accept the payment. Make sure there are no extra
      spaces before or after the Case ID when you submit. The portal will lock your
      account after too many failed attempts
      Case
      ID:  175041334520352

      I
      also 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.

      As
      a MileagePlus member your business is very important to us. Please know that we
      are working hard to build an airline that will earn your confidence and
      approval. We appreciate your loyalty, and we look forward to welcoming you on
      board a future United Airlines flight. I truly hope your next travel plans with
      us delivers the seamless customer experience you deserve. Thank you again for
      your business.


      Regards,

      James
      Castillo
      Customer
      Care Management
      United
      Airlines
      Case
      ID – 175041334520352 / 34143444
      BBB
      COMPLAINT # 23489641

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

      6/21/2025
      2:16:27 PM - 
      Hi
      Alex, 
      I
      am contacting you from our Executive Solutions department, and I am here to
      assist with your concerns on behalf of our Executive Leadership team.
      Thank
      you for taking the time to share your experience with us. I want to sincerely
      apologize for the multiple issues your family encountered during your recent
      travel with us.
      We
      regret the delay in Salt Lake City that caused you to miss your connection to
      Detroit. While we're glad we were able to provide hotel accommodations, I
      understand the inconvenience caused by the shuttle situation and that you had
      to arrange alternative transportation at your own expense. When you have a
      moment, please send me your receipts. Once I review them, I will let you know
      what will be reimbursed. 
        Most importantly, I want to express our
      deepest concern regarding the inappropriate and deeply troubling behavior you
      described involving another passenger. We take the safety and comfort of all
      passengers very seriously. While we are a public carrier and cannot control all
      passenger behavior, our flight attendants are trained to intervene and assist
      in any such situations. We strongly encourage reporting these incidents
      immediately to the crew so they can act to ensure a safe and respectful
      environment for everyone onboard. 
        I have documented all of your concerns and
      escalated the matter to our customer care and safety teams for internal review.
      We recognize the impact this experience had on your family, 
         We thank you for your continued loyalty, as
      a valued MileagePlus member. 

        Regards,
      Michelle
      Executive
      Solutions Supervisor
      United
      Airlines
      Customer
      Care
      Case
      ID: 175043062231582

      Customer Answer

      Date: 06/24/2025

       

      Complaint: 23489641



      I am rejecting this response because:

      I am waiting to receive the latest refund amount provided. The system didn’t recognize my ID reference number. Once I receive the new link which should be within 2 days I can proceed in agreeing to resolve 

      Sincerely,



      Laura Bejarano

      Business Response

      Date: 06/25/2025

      Dear
      Mrs. Benjarano 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 refund request has been declined.  United Airlines continues to comply with the
      Department of Transportation (D.O.T) directives regarding its refund policy. A
      passenger(s) is eligible for a refund when a flight has been cancelled and/or
      experienced a significant delay; and the passenger chooses not to travel.  This information can be found in the D.O.T’s
      website shown below.  We have reviewed
      your tickets again, and respectfully I regret your refund request has been
      declined; as your tickets have been used.

      I understand that our goodwill
      offering cannot compensate you for the undue anxiety which you experienced
      throughout this incident. The goodwill certificates ($200 each) and your
      reimbursement ($234.41USD & $142.41) you previously received is tangible
      expression of our regret over what transpired when you traveled with us, and
      our gratitude for your interest in United Airlines.  We have concluded
      your flight experience on June 17th, 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 – 175086183865910 / 34173610
      BBB
      COMPLAINT # 23489641

      Related
      Case ID – 175043062231582

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

      https://www.transportation.gov/individuals/aviation-consumer-protection/refunds
      Am
      I Entitled to a Refund?
      Cancelled
      Flight – A consumer is entitled to a refund if the airline cancelled a flight,
      regardless of the reason, and the consumer chooses not to travel
      Schedule
      Change/Significant Delay - A consumer is entitled to a refund if the airline made a
      significant schedule change and/or significantly delays a flight and the
      consumer chooses not to travel


      CONFIRMATION
      NUMBER:  D8YELM
      NAME
      ON TICKET:  BEJARANO / ALEX PAUL
      TICKET
      NUMBER:  01624639484694
      TICKET
      ISSUE DATE:  26FEB25
      TICKET
      TYPE:  NON-REFUNDABLE / RESTRICTED
      TICKET
      AMOUNT:  $388.18

      CONFIRMATION
      NUMBER:  ON88VP
      NAME
      ON TICKET:  BEJARANO / LAURA
      TICKET
      NUMBER:  01624758354741
      TICKET
      ISSUE DATE:  7APR25
      TICKET
      AMOUNT:  $250.18USD
      TICKET
      TYPE:  NON-REFUNDABLE / RESTRICTED

      NAME
      ON TICKET:  CLOUSE / GRACE  
      TICKET
      NUMBER:  01624758354785
      TICKET
      ISSUE DATE:  7APR25
      TICKET
      AMOUNT:  $250.18USD
      TICKET
      TYPE:  NON-REFUNDABLE / RESTRICTED

      NAME
      ON TICKET:  CLOUSE / ZANE   
      TICKET
      NUMBER:  01624758354800
      TICKET
      ISSUE DATE:  7APR25
      TICKET
      AMOUNT:  $250.18USD
      TICKET
      TYPE:  NON-REFUNDABLE / RESTRICTED

      ETICKET: 
      UA  225   17JUN25   SLC-ORD (STATUS:  USED)
      UA5717   18JUN25   ORD-DTW (STATUS:  USED)

      Customer Answer

      Date: 06/26/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23489641, and find that this resolution is satisfactory to me.




      Sincerely,



      Laura Bejarano

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