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

4,249 total complaints in the last 3 years.
1,364 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:06/18/2025
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 filing this complaint regarding an extremely delayed international flight and United Airlines unethical refund handling.I traveled on United Airlines Flight UA96 from ************* (SFO) to ********, *********. The flight was delayed by over 10 hours, causing major disruption and financial inconvenience. Due to this, I contacted United support and was told via email on June 6, 2025, that a full refund to my original payment method had been processed. I accepted this resolution and waited.However, after several days with no refund received, I followed up and was shocked to learn on June 15, 2025, that the refund was being revoked, and I would receive only ****** miles instead. Uniteds explanation was that the refund confirmation had been sent in error due to a technical glitch. I never agreed to miles or a travel voucher only a full refund.This behavior is unacceptable. A confirmed refund in writing should not be withdrawn after the fact. United Airlines has:Failed to honor a written financial commitment Provided misleading and inconsistent communication Caused me unnecessary emotional and financial stress I am not based in the ***** but this flight originated in the ***** so I am also filing a complaint with the ********************************* (***). I expect United Airlines to resolve this issue by honoring their original email and issuing a full refund to my original method of payment, not miles or vouchers.I have full documentation of both emails showing the refund confirmation and the retraction, which I can provide upon request.
Business Response
Date: 06/19/2025
Hi Riya,

The Better Business Bureau has notified United Airlines that you have filed complaint # 23483571 against us regarding your request for a full refund and the miscommunication. I appreciate the opportunity to respond to your concerns.

Thank you for taking the time to reach out and share your experience. I want to begin by sincerely apologizing for the extended delay of Flight UA96 from San Francisco to Brisbane and the considerable disruption it caused. We understand the significant emotional and financial stress that such delays create, especially when traveling internationally.

I also want to acknowledge the frustration and confusion surrounding the communication you received regarding your refund. We deeply regret that an initial message confirming a full refund was sent in error due to a technical issue. This should not have happened, and we understand how upsetting it is to receive conflicting information, especially after relying on a written confirmation.

As much as we would like to honor the original message, I regret to inform you that we are unable to process a refund using your original payment method for a ticket that was used. United’s policy — in line with industry standards — only allows full refunds in cases where travel did not occur, and in this case, the flight was completed, albeit with a significant delay.

That said, I want to assure you that your experience is not being dismissed. We understand this situation fell well short of expectations, and we’ve extended a compensation of 10,000 miles to acknowledge the inconvenience and delay. While we recognize this may not feel sufficient given the circumstances, it reflects the limitations we face regarding used ticket refunds.

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

Warm Regards,

Chesca
Customer Care
Case ID: 175032664038335
Customer Answer
Date: 06/21/2025

Complaint: 23483571

I am writing to formally reject United Airlines’ offer of 10,000 miles in place of the full refund I was promised. This offer is unacceptable and does not resolve the issue at hand.
On June 6, 2025, I received a clear, written confirmation from United’s customer service (Ayush, Case ID: 174899529816080) that my refund had been processed to my original method of payment. The email included my full name and accurate details — it was not a generic or system-generated message, which directly contradicts United’s later claim that this was a “technical glitch.”
There was no communication about any error until June 15, when I personally followed up because the refund had not appeared in my bank account. Only then did United claim it was mistakenly issued — nine days after confirming the refund had been processed. That is not a system error; that is negligence and a breach of trust.
I do not accept a mileage credit as compensation. It is not equivalent to the monetary refund promised, and I do not plan to fly with United again. I am requesting that United honor their original commitment and issue a full refund to my original payment method as confirmed in writing.
This is not just a customer service issue — it’s a matter of integrity, transparency, and accountability.

I have attached the email snapshots clearly showing the conversation.

Sincerely,

Riya Aggarwal
Business Response
Date: 06/23/2025
Hi Riya,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint #23483571 against us regarding your request for a full refund and the miscommunication. I appreciate the opportunity to respond to your concerns.

Once again, I sincerely apologize for any confusion or frustration this situation has caused and for any inconsistent information you may have received during the process.

We recognize the importance of clear, accurate communication, particularly when it involves financial matters, and we regret that your experience has not reflected the standard of service you deserve. Your disappointment is entirely understandable, especially given the written confirmation you received regarding your refund request.

After conducting a thorough review of your case, including the communication history and ticket activity, we can confirm that the ticket in question was used for travel. As such, under United’s fare rules, it is not eligible for a refund, and we are unable to issue a monetary reimbursement to your original method of payment.

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.

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: 175068837862143
Customer Answer
Date: 06/25/2025

Complaint: 23483571

I am rejecting this response because:

As I have already explained and shared the email threads of the situation and my refund was clearly issued but later rejected without any information. I am not accepting the refusal. This is not acceptable.

Sincerely,

Riya Aggarwal
Initial Complaint
Date:06/17/2025
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 tried to change my flight to a cheaper flight with United but they will not credit my existing flight toward the purchase since it was a round trip partially used. I paid $1,585 last week for a round trip LAA-YUL. I wanted to change my return flight to ***. The flight is $55 less expensive but customer service claimed the cost difference is +$521 and that is what I would be charged. They also will not tell me over the phone what amount I will be credited if I cancel my flight. This is unethical.
Business Response
Date: 06/19/2025
Dear Ms. Honnette,
The Better Business Bureau has notified United Airlines that you have filed complaint # #23482654 against us regarding your ticket change. I appreciate the opportunity to respond to your concerns.
Please know that once you use your ticket there is no fare difference due.
We appreciate your understanding.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/20/2025

Complaint: 23482654

I am rejecting this response because: I did not change the ticket. Since no customer service rep was able to help me I flew to LAX then took another flight to SJC on a southwest, costing me $225.30. I would like this amount credited for future flights on United.

Sincerely,

Holli Honnette
Business Response
Date: 06/24/2025
Dear Ms. Honnette,
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 ticket.
Regrettably, United Airlines does not refund fare difference for a partially used ticket.
We appreciate your understanding.
Regards,
Christina F.
Customer Care Management
Initial Complaint
Date:06/17/2025
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 used United ********** funds to book a united flight. I then cancelled that flight within the 24 hour window and went to book another flight using the same travelbank dollars. The travelbank dollars were not showing in my account so I booked the flight with cash because I did not have time to wait to book the flight later. United is now refusing to apply the travelbank dollars towards the re-booked flight.
Business Response
Date: 06/19/2025
Dear
Mr. Rosenfeldt,

We
received your feedback from the Better Business Bureau regarding your recent
experience with us. I am sorry to learn of
your unpleasant experience and apologize for any possible misunderstanding regarding
our Travel Bank program. To help clarify,
when credits from a Travel Bank has been redeemed, the unused credit will not return
to the account as it is considered “redeemed/used”.

So
I may provide an alternative solution to your unused credit, please provide me
with the original ticket information used to redeem your Travel Bank:
Confirmation
number
Name
on ticket
Flight
numbers
Travel
dates
Origin
/ Destination

I
look forward to your reply and the information needed to further review your
case.

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 175029028489577 / 34062251
BBB
COMPLAINT # 23482145
Customer Answer
Date: 06/20/2025

Complaint: 23482145

I am responding to this response because the business requested more info:

The original flight info when I used the travelbank dollars initially are as follows:
Confirmation number: NMFNNW
Name on ticket: Zachary Rosenfeldt, Susan Rosenfeldt, Shiloh Rosenfeldt
Flight numbers: UA929, UA959
Travel dates: 8/8/2025 and 8/17/2025
Origin / Destination: Origin - ORD, Destination - LHR

Sincerely,

Zachary Rosenfeldt
Business Response
Date: 06/23/2025
Dear
Mr. Rosenfeldt,

Thank
you for your reply and providing me with your original ticket information. In review of your ticket, I was able to confirm
that you used $800 from your travel bank. As previously advised, when credits are redeemed from a Travel Bank, the
credits do not return to your account once it has been redeemed.

However,
I will be sending you an $800 Electronic Travel Certificate in lieu of your Travel
Bank credit. 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. Should you have any questions and/or need
assistance with your Electronic Travel Certificate, please contact our
Reservations Department at 1-800-864-8331. A highly trained agent will be glad to assist you with your travel
needs.

We
appreciate your business and look forward to welcoming you on-board a future
United Airlines flight.

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 75068831879515 / 34145424
BBB
COMPLAINT # 23482145

Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23482145, and find that this resolution is satisfactory to me.

Sincerely,

Zachary Rosenfeldt
Initial Complaint
Date:06/17/2025
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.
On January 30, 2025 I booked 3 tickets with United for flights from ******, ** to ********, ** for travel on June 2-9 for $6,942.09. When checking in on Sunday June 1st there was a red flag on my account. I called ********************** and was informed that due to a glitch in their system we didnt have a reservation for our return flight. (I have copies of my confirmation showing the seats for our return) I was told that they would have to cancel my existing reservation and make a new one. My original reservation we were to be seated in Premium Economy on our return flight. After the new reservation was complete my charge was $6,500.00 but we only had economy seating which is much cheaper. I was informed that since we were booking the day before our travel dates seats were much more expensive. I argued that since I had booked 4 months earlier I should only be charged the rate that was in effect on January 30. I also asked why I hadnt been contacted since they had my phone number as well as my email. If I had been advised of a problem I would have taken care of it! I dont know what the rate would have been if I booked economy back in January but going out four months economy seats for a flight in October would cost $3,749.34. Ive spoken to several different people in the ****************** at ****************** asking for a refund of the extra charges and have been offered $700 each in future credit which isnt acceptable, or a refund of my baggage charge $120 which is unacceptable! I figure I paid at least $2,500 more than I should have totally due to their glitch
Business Response
Date: 06/20/2025
Dear Marilyn,

I am writing in response to your BBB Case #23481969.

I regret the confusion over the tickets you purchased for travel to Honolulu.

Our records indicate your original tickets were refunded. The second set of tickets you purchased have been fully used. While my counterpart asked for special consideration from Customer Refund Services, no refund is warranted for fully used tickets.

If there are special services that you requested and did not receive, please submit the receipts to Customer Refund Services for processing.

We thank you for choosing United Airlines and we look forward to another opportunity to welcome you back aboard soon.

Kind Regards,

Melanie
Customer Care
Case ID: 175029028257281
BBB Case #23481969
Customer Answer
Date: 06/23/2025

Complaint: 23481969

I am rejecting this response because:
After arguing with Jerry from United about the cost of the new reservation he told me to “take your trip, when you return we will get this straightened out” United admitted there had been a “glitch” in their system that was the cause of my problem and I had done everything right. Due to their system glitch it cost me at least an extra $2,500.00

Sincerely,

Marilyn Whitley
Business Response
Date: 06/25/2025
Hi Marilyn,

Thank you for your follow up to BBB Case #23481969.
I have again contacted Customer Refund Services on your behalf. They indicated that the higher of the two fares has already been refunded and no further refund is warranted due to the tickets being fully flown,
Should you have additional questions, please feel free to contact Customer Refund Services directly.

Regards,

Melanie
Customer Care Management
Case ID: 175077412174931
Customer Answer
Date: 06/26/2025

Complaint: 23481969

I am rejecting this response because:

Because of a ‘glitch’ in YOUR system I was forced to rebook our flight at the last minute rate! We were also seated in Economy and Economy Plus seats instead of Premium Economy like I had originally booked. Because of United’s system ‘glitch’ I feel it only fair that my new reservation should be at the rate it was when I originally booked our flights 4 MONTHS in advance!!! Keep in mind that I have copies of my original reservation as well as text messages asking me to check in on both the old and new reservation. I did NOTHING wrong yet have been penalized over $2,500.00 for YOUR mistake!

Sincerely,

Marilyn Whitley
Initial Complaint
Date:06/17/2025
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 FEB 28 2025 I PURCHASED 2 FULLY REFUNDABLE PAYING EXTRA TO BE ABLE TO CANCEL AT ANY TIME PIOR TO 36 HOURS TO DEPARTURE ONE TRAVELER KNOWN AS TBD WAS CANCELLED I PAID FOR EXTRA FOOT ROOM PREMIER ACCESS TSA WHEELCHAIR AND 6 BAGS TRAVEL TBD WAS NOT ABLE TO TRAVEL BECAUSE OF MENTAL CRISIS DID NOT RECEIVE ALL THE EXTRAS EARLY BOARDING WHEELCHAIR THEY CAUSED ME TO MISS MY FLIGHT AND WAS BOOKED 2 HOURS LATER IN A DOWNGRADED SEAT IN THE BACK OF PLANE SEAT 22C INSTEAD IF 7C AND 7F THE TOTAL TRIP COST ME ******* THEY REFUNDED $113.00, $113.00, $35.00 ON TO THE WRONG CREDIT CARD **** 2534 {NOT MINE] AND THEY INFORMED ME THAT I HAD PAID FOR MY TICKET IN CASH BUT HAD NOT I PAID WITH MY MC 5348 THE TRIP WAS APRIL *****RD
Business Response
Date: 06/20/2025
Dear Portia,

I am again responding to your BBB Case #23478486.

I was able to identify the following charges.

0164479573671 Valued at 035.00 Refunded
0164483363772 Valued at 036.00 Refunded
0164476055506 Valued at 113.99 Refunded

0164476055504 Refunded 113.99
0164476055507 Valued at 034.99
0164479573672 Valued at 45.00
0164479573673 Valued at 35.00
0164479573674 Valued at 45.00
0164483363773 Valued at 36.00

I noted that you purchased your ticket from a travel agency, along with all other charges.

United Airlines issues refunds to the original form of payment. Since your travel agency purchased the items in this instance, the refund went to the credit card they used for the purchase. Please contact then directly for the recovery of the funds you paid.

Thank you for allowing me this opportunity to address your concerns.

Regards,

Melanie
Customer Care Management
Case ID: 175026075865359
BBB Case #23478486
Customer Answer
Date: 06/23/2025

Complaint: 23478486

I am rejecting this response because:

Sincerely,

Portia Nowlin
Initial Complaint
Date:06/16/2025
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.
On 06/11/2025 I called United Airlines to check the status of two flight reservation refunds that I was assured the previous week in writing would be disbursed. I cancelled my flights because my name on the reservation did not match my identification as is required according to the airlines security requirements posted on the website. When I tried to rebook the flight immediately it was no longer available. Because I had booked another flight for my daughter for the same day and time so we would travel together, I had to cancel hers, too. A United customer service *** later stated in a text exchange that this wasnt necessary and they could have changed the reservation, contradicting the reservation policies on their website.I was told I was no longer eligible for the refund unless I paid $558.89 for reservation taxes. I tallied the actual tax amounts, which was less than $100. They emailed me a document titled FLIGHT CANCELLATION AUTHORIZATION that I had to respond to to agree to the terms. It had Uniteds branding and reservation details for myself and my daughteralthough her name was misspelledsigned by *** from Destink. I didnt respond.I asked to speak to a manager, who said that the previous *** was uninformed and I would be issued a refund as promised. He gave me his name as ****** *****, Employer ID 4044, and I could call ************** and reference escalation case #********* to check the status.I called the number the next night and asked for ****** *****. He said that he was him, but he didnt sound like the same person. He said he was working on my case and would call me that evening or the next morning. He didnt. Ive not been able to reach anyone at that number since.United Airlines a.k.a. Destink committed fraud by mis***resenting their customer service organization; used extortion tactics to force me to pay $559 for a refund I was entitled promised; and obtained my financial information and lodging reservation without my consent.
Business Response
Date: 06/19/2025
Hi Jennifer,

The Better Business Bureau has notified United Airlines that you have filed complaint #23477946 against us regarding your refund request. I appreciate the opportunity to respond to your concerns.

We sincerely apologize for the confusion, frustration, and distress this situation has caused you. At United Airlines, we strive to provide our customers with clear information and dependable service, and we regret that your experience fell short of that standard.

For clarification, United Airlines collects cancellation fees only if the ticket fare rules stipulate such a fee. Typically, cancellation fees apply to refundable fare classes, and not to most nonrefundable fares, unless they are Basic Economy, which are generally non-changeable and nonrefundable.

In cases where a name mismatch prevents travel, our policy encourages passengers to contact us directly for possible correction options.

Also, we would like to clarify that United Airlines’ official customer service number is 1-800-UNITED-1 (1-800-864-8331). The number 1-800-598-5672 you referenced is not associated with United Airlines. Furthermore, the company name “Destink” and the document you received do not align with any authorized United Airlines communication or procedure.

Based on the information you provided, including the unexpected redirection to Expedia and the request for a $558.89 “tax” refund fee, we are concerned that you may have been the target of a fraudulent third-party scam impersonating United Airlines. United does not request additional tax payments for issuing refunds and does not communicate through unauthorized entities.

If you provided any financial information to the suspected fraudulent party, we recommend contacting your financial institution to secure your accounts and monitor for unauthorized activity. We understand how upsetting this experience must have been, especially as it involved travel plans with your daughter.

Regarding your refund request, I carefully reviewed your reservation, and as I've verified, your ticket was a nonrefundable fare, and I regret that there was any confusion when purchasing this. General rules that apply to nonrefundable tickets require passengers to fly all segments in the order they appear, or cancel prior to departure to obtain the remainder as a flight credit. Any leftover credit would need to be used within a year from the original date of purchase. I hope this helps clear up any questions you have.

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.

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: 175024047798027
Customer Answer
Date: 06/21/2025

Complaint: 23477946

I am rejecting this response because I was assured by United Airlines customer service representatives via the official company chat line that I would receive a refund for the disputed transactions.
I have attached the transcript as evidence of this. In addition, I have filed official complaints with the U.S. Department of Transportation, the FTC, and New Hampshire Attorneys General office.

Sincerely,

Jennifer Thompson
Business Response
Date: 06/23/2025
Hi Jennifer,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint #23477946 against us regarding your refund request. I appreciate the opportunity to respond to your concerns.

Once again, I sincerely apologize for any confusion or frustration this situation has caused and for any inconsistent information you may have received during the process.

We recognize the importance of clear, accurate communication, particularly when it involves financial matters, and we regret that your experience has not reflected the standard of service you deserve.

After a thorough review of your case and ticket DQ4S3J, I’d like to provide clarity regarding the refund that was processed. Your original ticket was purchased using a combination of a United travel credit and a credit card. As part of your refund request, our Refunds team issued a residual flight credit in the amount of $705.21 for future travel. A refund of $201.60 was credited back to your credit card ending in 7449 on June 7, 2025, which should be reflected on your account within seven business days.

Please note that while the credit card portion will be refunded directly, the travel credit amount will be reissued as a travel credit, not as a cash refund. This is standard procedure for our refund policy. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

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

Regards,

Guia
Customer Care
Case ID: 175068832149115
Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23477946, and find that this resolution is satisfactory to me.
I appreciate both the BBB’s and United Airlines’s assistance in this matter.

Sincerely,

Jennifer Thompson
Initial Complaint
Date:06/16/2025
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.
Business Name: United Airlines Complaint Type: Failure to honor service agreement / deceptive customer service I am filing this complaint on behalf of my mother-in-law, ********* *****, with her full authorization. I manage her travel due to family emergencies.United Airlines allowed a travel credit worth over $1,200 to expire without any notice or warning about value changes. Allowing a credit to expire or change in value without prior notification breaches basic consumer expectations and constitutes poor business practice.Despite multiple attempts to rectify this, United agents:- Transferred us purposefully to departments unable to help - Hung up on us multiple times, including managers - Lied about escalations and callbacks that never happened - Provided false or inconsistent information Because of this mishandling and lack of notification, we have not purchased a replacement ticket yet but will be forced to pay out of pocket.I request United reinstate or refund the expired credit and take responsibility.Thank you,***** ********
Business Response
Date: 06/19/2025
Hi Heath,

The Better Business Bureau has notified United Airlines that you have filed complaint #23476490 against us regarding the travel credit extension request. I appreciate the opportunity to respond to your concerns.

We sincerely apologize for the frustration and inconvenience you and your mother-in-law have experienced regarding the handling of her travel credit.

We understand how important it is to receive clear communication and respectful service, especially during difficult circumstances. We deeply regret any instances of miscommunication or unprofessional behavior that occurred during your interactions with our team.

We aim to keep our passengers informed about the terms and conditions associated with travel credits, including their expiration dates. I apologize if this information was not clearly communicated to you at the time they were issued.

Also, please be advised that when United issues a flight credit, the expiration date and other information are included in the documentation provided to the customer via email. While we do not send reminders before a travel credit expires, we encourage passengers to review the information provided and plan their travel accordingly to make the most of their credit.

I understand you want to extend, refund, or reinstate the flight credit. However, due to the expiration of the travel credit, it is no longer valid and cannot be reinstated, refunded, or extended. Additionally, we are unable to manually extend the validity of the flight credit, as it is governed by the terms and conditions of the travel credit. To clarify, our flight credit is valid for one year from the date of purchase, and travel must be commenced before it expires.

While I can't fulfill what you originally requested, as a gesture of goodwill, I will send Xiaoxiang an electronic travel certificate. This certificate can be used toward future travel on United, United Express, and our partner airlines' flights. Details of the ETC will arrive in a separate email 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.

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: 175020352180846
Customer Answer
Date: 06/26/2025

Complaint: 23476490

Thank you for your response, but it does not address or resolve the actual issue. This is not simply a case of an expired credit — it is a case of repeated mishandling and failed service by United Airlines.

United agents repeatedly transferred me to departments that could not help, falsely promised escalations and callbacks that never occurred, and hung up on me — including supervisors. These were not isolated mistakes; they reflect a pattern of avoidance and refusal to assist. Despite multiple attempts to resolve the issue, United failed to act and provided no warning that the credit would soon expire.

Furthermore, the value of the credit itself changed during its validity period without any communication or explanation from United. Whether it increased or decreased, this lack of transparency — and the complete absence of notification — reflects a broader pattern of mishandling and erosion of customer trust.
United’s failure to notify us of the pending expiration or any change in value appears to be a deliberate business tactic designed to reduce the number of credits redeemed. This is not just poor service — it is an intentional, predatory practice that places customers at a disadvantage and directly undermines fair use of issued credits.

United’s failure to communicate any changes, combined with their repeated misdirection and failure to escalate our concerns, constitutes unfair and deceptive business practices.

The $200 credit issued after the fact — through a no-reply address and with no acknowledgement of the ongoing case — was not accepted. It is a token gesture that does not address the harm caused.

Additionally, I sent United a direct response via email before their BBB reply. They never responded to that message at all, instead shifting communication solely to this BBB thread. This refusal to engage with my direct correspondence reflects continued avoidance and a lack of genuine effort to resolve the matter.

Because of United’s failure to act in good faith and resolve this in time, we were forced to purchase a new international round-trip ticket for over $1,600, rather than the ~$1,300 we had originally budgeted for. We are now $300 over budget, and still down the $1,200 credit that United allowed to expire despite our proactive attempts to use it. That is a $1500 total loss due to United’s mishandling.

I am therefore requesting that United refund the full $1,200 — not as a travel credit, but as reimbursement for the new ticket we had no choice but to purchase. United has never provided a valid explanation for the lack of notification or for the repeated service failures we experienced, and that silence only reinforces the need for accountability through regulatory intervention.

– Heath McGinnis (on behalf of Xiaoxiang Cheng)

Business Response
Date: 06/30/2025
Dear Mr. McGinnis and Ms. Cheng,

We’re glad to receive another
feedback from you. I am sorry to learn
your continued disappointment regarding your expired flight credit. 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 reinstate your expired flight credit
has been declined. As previously
advised, the validity date and other information are included in the
documentation provided to the customer via email. Additionally, the validity of the unused
tickets are shown in the original receipt(s).

I understand that our goodwill
offering cannot compensate you for the undue anxiety which you experienced
throughout this incident. The goodwill certificates ($400 each) 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 case 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 – 175129701844235 / 34300170
BBB
COMPLAINT # 23476490
Customer Answer
Date: 07/01/2025

Complaint: 23476490

United Airlines’ most recent response is not only unsatisfactory but includes false and misleading information. Specifically:
They claimed that two $400 travel certificates were issued. This is not true. I have checked all associated accounts, including via United’s official travel credit lookup tool. No such credits exist. I have attached screenshots showing that the credits do not exist. This is an intentional misrepresentation by United.
These so-called credits were offered five days after we were forced to pay out-of-pocket ($1,600) for a replacement international ticket, due to United’s refusal to reinstate the original $1,200 credit. Even if the credits had been real, they would have been functionally useless.
United also ignored my direct reply to their earlier message and chose to respond only via the BBB — then unilaterally declared the case closed and said they will not respond again. This is a clear pattern of avoidance and not a resolution.
Let me be clear:
We are still missing the original $1,200 credit.
We have incurred an additional $300 in costs due to the delay United created.
That is a $1,500 total loss caused directly by United’s mishandling.
Their failure to notify us of the credit’s pending expiration — or of any change to its value — combined with the repeated hang-ups, misdirection, lack of any legitimate attempt to resolve the issue, and now blatant misinformation, shows a consistent pattern of bad faith and evasive behavior.
I am requesting that the full $1,200 be refunded as reimbursement — not as future travel credit — and that this case remain open until United actually fulfills its stated commitments and corrects the false claims about compensation.
– Heath McGinnis (on behalf of Xiaoxiang Cheng)
Initial Complaint
Date:06/16/2025
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 was issued a United Airlines travel certificate (confirmation number Nmf18h) by an agent and was advised that I had 30 days after it expired to book a flight. My travel certificate expiration date was 5/14/25. Based off the information that was told to me I should have had until 6/14/25 to book a flight. I tried to book a flight on today's date 6/14/25 but it is no longer showing my credit. I contacted customer service and they told me that I needed to contact customer care in regards to getting that credit reinstated so I can book my flight. I contacted ************* Via their website and received a response stating that they could not extend my credit. If you could help me resolve this matter it would be greatly appreciated. Thanks in advance!
Business Response
Date: 06/19/2025
Hi ******,

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

I'm sorry you were unable to use your Electronic Travel Certificate (ETC) within the original timeframe. We sincerely apologize for any inconvenience this situation has caused.

Regarding your travel certificate, I would like to clarify that when utilizing electronic travel certificates, there is a 30-day ***** period after the expiration date during which you can still book a flight. Additionally, the travel date can be scheduled beyond the certificates expiration date, provided the booking is made within this ***** period.

Since May has 31 days, your travel certificate with an expiration date of May 14, 2025, effectively expired on June 13, 2025, not June 14th. Therefore, when you attempted to book your flight on June 14, 2025, the certificate was no longer valid, which is why it no longer appears as available. I'm sorry for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.

I understand that you want to reinstate or extend the electronic travel certificate. Regrettably, due to the expiration of the travel certificate, it is no longer valid and cannot be reinstated or extended. Also, we are unable to manually extend the validity of the travel certificate, as it is governed by the terms and conditions of the travel credit. To clarify, our travel credit is valid for one year from the date of issuance, and travel must be commenced before it expires.

While I cannot fulfill what you originally requested, as a goodwill gesture, I will send you an electronic travel certificate in the amount of $719.60, the same amount as the expired travel credit. 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.

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: ***************
Customer Answer
Date: 06/20/2025

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:06/16/2025
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.
Confirmation code JWE4NH | Case ID *************** My wife and I booked United (TYS ? *** ? *** ? HER, 28 Apr 2025) for our five-night honeymoon at *********************Controllable delay: UA 4848 (TYS-IAD) was delayed several hours for crew unavailability (Uniteds 7 Jun reply). We missed our IAD-ATH connection.Extra cost re-route: United agents told us to rent a car and drive 200 + miles to ATL for a same-day Air France connection. We paid $256.70 one-way (Hertz receipt).Ticketing failure & overnight stranding: The promised AF ticket was never confirmed; we missed the flight and spent the night in ***. United issued meal + hotel vouchers only for that stay.Further mishandling: Rebooked via IAD the next morning; in-flight chat glitches temporarily removed our ATH-HER segment.Result: We reached ********* 24 hours late, losing the first of our pre-paid, non-refundable hotel nights (****** $600.16).Uniteds response: Offered a one-time $150 travel certificate (earlier) and agreed (9 Jun) to reimburse only the car rental via Hyperwallet. Cited Rule 24 carve-out to deny the lost hotel night and refused any cash refund of the $2,845.62 ticket despite the > 6-hour international delay that DOT now classifies as a significant change.Outstanding resolution sought:****** reimbursement of the lost hotel night (****** / $600.16).2.Full cash refund (or equivalent compensation) of the original airfare $2,845.62.Uniteds Contract of Carriage Rule 24(E)(2) promises re-accommodation at no additional cost; the crew delay is controllable, yet we incurred both the car rental (now conceded) and the hotel loss. After multiple polite requests (3 Jun, 7 Jun, 12 Jun e-mails) United refuses to settle these two items. I am seeking BBB assistance for a fair cash resolution consistent with Uniteds published commitments and DOT rules.
Business Response
Date: 06/17/2025
Dear Mr. Banks and Ms. Wall,

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
flight experience with us on April 29th, 2025.
See Case ID:
174898013158382

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 reimbursement request has been declined. As previously advised, United does not
provide reimbursement another tickets purchased on another airline ticket or absorb any out-of-pocket
expense at your destination. United does
not also reimbursement prepaid expense, activities, or events. Passengers needing assistance with those costs, are
advised reach out to their credit card provider or trip insurance for possible
options.

I also want to apologize for any
possible misunderstanding you may have received regarding our refund
policy. 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: https://www.transportation.gov/individuals/aviation-consumer-protection/refunds

We have reviewed your tickets again,
and respectfully I regret your refund request has been declined; as your
tickets have been used. However, I do
realize your flight experience was disappoint, and I’d like to extend my
apology by sending each of you another Electronic Travel Certificate for your
to utilize towards your next ticket purchase on United Airlines. These certificates may also be combined with
the previous certificates you received. Please allow 3 to 5 business days for processing. Your ETC will arrive in a separate email
containing details on how to redeem your certificate.

I understand that our goodwill
offering cannot compensate you for the undue anxiety which you experienced
throughout this incident. The goodwill certificates ($150 each) and the
reimbursement ($256.70USD) 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 April 18th, 2022 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 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 -175017501815562 / 34018453
BBB
COMPLAINT # 23473496

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

On
Thu, Jun 12, 2025 at 10:22?AM <[email protected]>
wrote:
Hi
Ian,
I'm
sorry to read about your recent trip with us.
As stated in our Contract Of Carriage Rule 24 Flight Delays: When a Passenger's
ticket is affected because of Irregular Operations caused by UA, UA will take
the following measures: Our staff will offer you confirmed reservations on the
next available flight. We're unable to reimburse for inconvenience, loss of
time or if you decide to purchase another airline ticket or absorb any
out-of-pocket expense at your final destination. If you have travel insurance
and would like a Flight Verification Letter, please let us know and we would be
happy to provide one.
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 $256.70
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. Once again, I apologize for any
inconvenience.
Regards,
Harold
Customer Care
Case ID: 174898013158382
Customer Answer
Date: 06/18/2025

Complaint: 23473496

I am rejecting this response because a second $150 travel certificate does not make us whole for the significant, direct financial losses we incurred due to United's admitted controllable failures. Our claim for reimbursement for our lost, prepaid hotel night ($600.16) and for substantial compensation for the airfare remains unresolved. The service United provided was a catastrophic failure that ruined a once-in-a-lifetime honeymoon trip. Their offer is insufficient, and their final response even contained factual errors, referring to our travel as occurring on "April 18th, 2022." This careless indicates a disrespect for us, the customers and a disregard for our well-founded complaint. Due to this unsatisfactory outcome, I have already filed a formal complaint with the U.S. Department of Transportation to seek appropriate recourse. This BBB complaint should be closed as unresolved.

Sincerely,

Ian Banks
Business Response
Date: 06/23/2025
Dear
Mr. Banks and Ms. Wall,

I'm
very sorry we're unable to reach an agreement to resolve this issue regarding
your reimbursement request. While we won’t be able to honor your request,
please know that we truly value your feedback. Your comments are incredibly
important to us as we continuously work to improve everyone’s travel
experience.

With your feedback in mind, we'll make every effort to leave a better
impression the next time you fly with us. I understand and greatly appreciate
the loyalty you’ve shown us, and hope our team gets the opportunity to welcome
you on board another United flight very soon.

Sincere
regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 175043260066596
/ 34141549
BBB
COMPLAINT # 23473496

Customer Answer
Date: 06/24/2025

Complaint: 23473496

I am rejecting this response because United’s reply again offers no cash reimbursement for our documented €525.40 ($600.16) hotel loss after a 24-hour controllable crew delay on UA 4848. Good-will vouchers do not make us whole. We therefore REJECT this resolution.

A formal DOT complaint has already been filed.

We are preparing a D.C. small-claims action for the remaining damages if United continues to deny reimbursement.

Case thus remains unresolved.

Sincerely,

Ian Banks
Initial Complaint
Date:06/16/2025
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 flew from *** to MSP on 05/26 and back to EWR on 05/30. I upgraded my ticket to First Class however because this travel was for medical reasons(Mayo Clinic) my health insurance company will reimburse me for the economy portion of the fare. I requested a detailed receipt from United and was told they would not be able to provide this as I traveled in First Class. All I am asking for is a detailed receipt that breaks down the economy portion of the fare and how much I paid for upgrading to first class. The agent from United refused to help and I need this to be emailed to me **** please.
Business Response
Date: 06/18/2025
Hi Brad,

The Better Business Bureau has notified United Airlines that you have filed complaint #23473203 against us regarding your receipt request for the Economy ticket. I appreciate the opportunity to respond to your concerns.

We understand how important it is to obtain accurate documentation for insurance purposes, and I sincerely apologize for any frustration you’ve experienced while trying to retrieve a receipt.

After reviewing your request, I want to clarify that United's ticket pricing is based on a dynamic fare system. This means that fares, including Economy and First Class, fluctuate constantly based on availability, demand, and other factors. Because of this, we are unable to retroactively provide a detailed breakdown of what the economy portion of your fare would have been like at the time of booking.

We are only able to issue a receipt for the ticket you purchased, which in this case was a First Class fare. This receipt reflects the total amount paid and the class of service flown. Unfortunately, we are not able to itemize or separate the base Economy fare from the upgrade cost.

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.

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

Regards,

Guia
Customer Care
Case ID: 175017490435389
Customer Answer
Date: 06/20/2025

Complaint: 23473203

I am rejecting this response because United will do nothing to help me. I went to Minnesota to Mayo Clinic and my airfare is reimbursed by my health insurance company. They need a receipt showing the economy portion of the airfare. Telling me nothing will be done is unacceptable and awful customer support. I expect something to be done. Response rejected

Sincerely,

Brad Ferrer
Business Response
Date: 06/24/2025
Hi Brad,

The Better Business Bureau has notified United Airlines that you have additional comments about complaint # 23473203 against us regarding your request for a copy of the economy portion of your flight. I appreciate the opportunity to respond to your concerns.

Thank you for reaching out again. We understand how important this matter is to you, and we sincerely regret any frustration our previous response may have caused.

We truly want to help and have reviewed your request thoroughly. While we are more than willing to help you obtain the documentation you need for your reimbursement, we want to clarify that United is only able to provide an itemized receipt for the full fare of the ticket purchased. Unfortunately, we are not able to break down or isolate the economy portion of a business class fare on a separate receipt, as our system does not generate that type of cost breakdown.

We understand this may not be the outcome you were hoping for, and we're genuinely sorry for any inconvenience this creates with your insurance reimbursement process.

We're sorry our products 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 suggestions you've mentioned and to welcoming you aboard your next flight.

Warm Regards,

Chesca
Customer Care
Case ID: 175068831830893
Customer Answer
Date: 06/25/2025

Complaint: 23473203

I am rejecting this response because:
United is still refusing to provide a detailed itemized receipt showing the economy fare and my upgrade to first class. United healthcare requires this since my travel was for medical appointments at Mayo Clinic. Please have a VP of customer service get involved

Sincerely,

Brad Ferrer

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