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.
1,362 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:06/14/2025
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.
Complaint Against: United Airlines Date of Incident: February 16, 2025 Name: Akshay **** Booking Confirmation Number: FB12FY Flight Numbers: UA 1355 and UA 608 Route: ********* (LAS) to ******* (YYZ)Frequent Flyer Number: [UA-*368]Miles Used: ****** miles On February 16, 2025, I was supposed to fly from ********* to ******* on United Airlines, under confirmation number FB12FY. The total cost of the trip was ****** MileagePlus miles. Unfortunately, due to weather, United mentioned on the app that travel waiver is in place and gave an option to cancel for full refund (screenshot attached). So, I cancelled the reservation 1 night before. The cancellation was made in accordance with United Airlines' policies, and I was informed that the full refund would be returned to my account.After the cancellation, I did not receive the expected mileage refund and its been 4 months.I contacted United Airlines customer service via their official customer care channels. Despite multiple phone calls, I have not received a resolution. Each time, I was either assured that the refund was being processed or referred to another department (mileageplus *** is saying united *** needs to mark the flight as cancelled and United *** is saying mileageplus *** needs to issue the refund], so no progress was made. As of today, over 4 months have passed since the initial request.I am formally requesting that United Airlines refund the ****** miles used for the canceled booking referenced above. This request is in line with Uniteds own policies for canceled award travel and the standard expectations of fair customer service.I have made every reasonable attempt to resolve this issue directly with United Airlines. However, due to the delay and lack of clear response, I am seeking the assistance of the Better Business Bureau to help ensure the matter is properly addressed.
Business Response
Date: 06/16/2025
Dear Mr. Goel,

We received your letter from the Better
Business Bureau regarding your recent experience with us. I am sorry to learn
you were unable to travel with us on February 16th, 2025, and apologize
for your refund discrepancy regarding your Award Miles used for your trip.

Please understand, United Airlines Customer
Care does not have access to MileagePlus account. Therefore we are unable to rectify any
discrepancies and/or add missing mileage credit to your account. Since Award Miles was used to purchase your
ticket, members will need to contact the MileagePlus Service Center at 1-800-421-4655. The service center will need to view your
unused ticket to determine the adjustment on your MileagePlus account.

Thank you for
your patience and understanding.

Regards,

James Castillo
Customer Care
Management
United Airlines
Case ID -175006726007584 / 33999221
BBB
COMPLAINT # 23470536

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

CONFIRMATION
NUMBER: FB12FY
NAME
ON TICKET: AKSHAY GOEL - WW377368
TICKET
NUMBER: 01624532509180
TICKET
ISSUE DATE: 21JAN25
TICKET AMOUNT: $69.70USD
TICKET
TYPE: MILEAGE AWARD
TOTAL
MILEAGE DEDUCTION - 30400 MILES

ETICKET:
UA
3648   11FEB25   YYZ-EWR (STATUS: USED)
UA   554   11FEB25   EWR-LAS (STATUS: USED)
UA
1355   16FEB25   LAS-SFO   (STATUS: UNUSED)
UA   608   16FEB25   SFO-YYZ   (STATUS: UNUSED)
Customer Answer
Date: 06/17/2025

Complaint: 23470536

I am rejecting this response because:

- I have attached the screenshot that clearly states that United will issue me a full credit
- Can United update their system and mark that the ticket was indeed cancelled on time for a full refund.
- Then, request United to issue me a letter stating that ticket was indeed cancelled on time and requesting Mileageplus to issue me a full refund.

Sincerely,

Akshay Goel
Business Response
Date: 06/19/2025
Dear
Mr. Goel,

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

We have reviewed your case again,
and respectfully I regret your request to receive a full refund on your ticket
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. As your ticket (shown below) indicate that you
have partially used your ticket, you are not eligible for a full refund. Additionally, there no flight cancellation on
your scheduled trip for February 16th, 2025. Our records show that you have voluntarily
cancelled your return ticket on our website.

As previously advised, since you
utilized your Award
Miles was used to purchase your ticket, members will need to contact the
MileagePlus Service Center at 1-800-421-4655. The service center will
need to view your unused ticket to determine if adjustment on your MileagePlus
account is eligible.

Thank
you for your understanding.

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 175025559838441 / 34061914
BBB
COMPLAINT # 23470536

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

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: FB12FY
NAME
ON TICKET: AKSHAY GOEL - WW377368
TICKET
NUMBER: 01624532509180
TICKET
ISSUE DATE: 21JAN25
TICKET
AMOUNT: $69.70USD
TICKET
TYPE: MILEAGE AWARD
TOTAL
MILEAGE DEDUCTION - 30400 MILES

ETICKET:
UA
3648   11FEB25   YYZ-EWR (STATUS: USED)
UA   554   11FEB25   EWR-LAS (STATUS: USED)
UA
1355   16FEB25   LAS-SFO   (STATUS: UNUSED)
UA   608   16FEB25   SFO-YYZ   (STATUS: UNUSED)
Customer Answer
Date: 06/21/2025

Complaint: 23470536

I am rejecting this response because:
Please check the attached image " Uintedflight-travelwaiver.PNG", which stated that I could cancel my flight with full refund.
I am not asking for the full refund. But, I am asking for the refund for the 2nd flight as it was promised in the mobile app notification as you can see in the screenshot.
It looks like you are trying to scam customers by showing full refund and not offering after that. If I am not given this refund even after you confirmed, I am going to post about this fake advertising on X and Linkedin and also complaint about this to D.O.T.
I kindly ask you to review the screenshot and then, make a decision.

Sincerely,

Akshay Goel
Initial Complaint
Date:06/14/2025
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 was in a flight back from united airlines and I was made to gate check my carryon which in turn never made it to my destination. United never found my bag which had around $8k worth of clothing and jewelry which is why I was carrying it on. United only compensated me $1900 for my items because I flew internationally even though this was a domestic layover on my way home. I had to file a homeowners claim with my insurance which inturn caused me $500 out of pocket expense for a deductible. After many phone calls United offered me a $500 travel credit. I had not gotten a chance to use it and then found that there was an expiration date which they extended however is still had not planned a trip nor found a reason to use the credit. I am planning a trip now and the credit has expired in march 2025. I asked that they reissue and was denied. I have a serious issue with the fact that in every turn I have been screwed. From making me check my bag when I shouldnt have had to, to loosing my bag, to not giving me anywhere near what the value of my items were, to I was out of pocket for their mistake, to you give me a credit but you put an expiration date on it, you want extend it now that I do have a destination and I had to file a homeowners claim that went against my claim history and I was dropped. Im truthfully disgusted on how I and still being treated disrespectfully and how all these things transpired because the gate agent made me check my bag.
Business Response
Date: 06/16/2025
Dear
Ms. Brigham,

We’re
glad to receive another feedback from you regarding your recent experience with
us. Though I am sorry to learn your
continued disappointment regarding your expired Electronic Travel
Certificate. 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 extend / reinstate your expired Electronic
Travel Certificate has been declined. Per the Terms and Conditions of our Electronic Travel Certificate, the certificate
is valid one-year from the date of issue and cannot be extended past its validity
date. In review of your expired certificate
(see below) our records indicate your certificate was issued on March 1st,
2023; and had expired on March 1st, 2024.

Though we are unable to reinstate
your expired certificate, I will issue you a NEW Electronic Travel Certificate
($250) for you to utilize towards your next ticket purchase on United
Airlines. 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. 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.

As a MileagePlus member, 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 – 175006725826197 / 33999839
BBB
COMPLAINT # 23470391

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

EXPIRED
CERTIFICATE INFORMATION:
NAME
ON CERTIFICATE: CATHERINE BRIGHAM
PROMOTION
CODE: 23TCVA
PIN: 77C66L1G1K
AMOUNT: $500
ISSUE
DATE: 1MAR23
EXPIRATION
DATE: 1MAR24

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

On
June 12, 2025, 11:07 AM
[email protected] wrote:
Hello
Catherine,
Thank
you for your reply.
I'm
very sorry we're unable to reach an agreement to resolve this issue.
While
we won't be able to honor your request on this issue, please know that I shared
your feedback with the appropriate teams.
Thank
you for being a MileagePlus member.
Regards,
Nancy
Customer Care
Case ID: 174907409946829

:::
ORIGINAL EMAIL :::
From: [email protected]
Message: Hello I would like to escalate this issue to a supervisor. First
of all the reason I was given a credit was because of the terrible customer
service I received because your airline lost my luggage and it was never
recovered. I had to file a homeowners claim which in turn caused me
me a $500 deductible out of pocket. I have not traveled in order to
use the credit and now that I am trying to finally use it your saying I can't.
There should have never been an expiration date for begin with when this
is your company's fault. Please advise who I should escalate this to?
If this can't be resolved I will have to report to the BBB or other
consumer agencies.
Sent
from my iPhone

On
Jun 8, 2025, at 5:18?PM,
[email protected]
wrote:
Hi
Catherine,
I would like to sincerely thank you for reaching out to us regarding the
extension of the validity of the credits.
After careful consideration, we regret to inform you that we cannot grant an
extension and make an exception this time. For now, the current expiration date
for your credits will remain unchanged. We understand that this may be
disappointing news, and we sincerely apologize for any inconvenience this may
cause.
We
thank you for your continued loyalty, as a valued MileagePlus member.
Regards,
PS
Customer Care
Case ID: 174907409946829

:::
ORIGINAL EMAIL :::
From: [email protected]
Message: THE ETC THAT I HAVE WAS EXPIRED LAST 3/20/2025. I WOULD LIKE TO HAVE
AN EXTENSION TO USE IT.
Customer Answer
Date: 06/17/2025

Complaint: 23470391

I am writing to formally dispute the proposed resolution regarding my travel credit. My out-of-pocket expenses totaled $500, and I was initially informed that I would receive a travel credit in that amount. Offering only $250 falls significantly short of the agreement and is deeply disappointing.

This situation has been compounded by ongoing missteps, and what could have been an opportunity to resolve matters fairly has once again resulted in frustration. Additionally, due to the circumstances that required me to file a claim—a direct result of your company’s negligence—I have since been dropped by my insurance provider, State Farm. This outcome has had a cascading impact on me personally and financially.

I respectfully urge you to review this case and honor the original commitment. As a long-standing customer who has attempted to resolve this amicably, I am seeking a fair and just resolution that reflects the responsibility and accountability I believe is warranted here.

Thank you for your attention to this matter. I look forward to your prompt response.

Kind Regards,
Catherine Brigham
Business Response
Date: 06/19/2025
Dear Ms. Brigham,

I am glad to receive your reply and
appreciate having another opportunity to address your concerns and requests. I am glad to receive your reply and
appreciate having an opportunity to review your case. I am sorry to learn your
continued disappointment regarding your expired certificate. Our records show that our Baggage Resolution
Center did provided you compensation ($500 Electronic Travel Certificate)
regarding your baggage delay when you travel with us on November 14th,
2022 (BAGGAGE
CLAIM: ORD85757M / CASE ID – 22552964).

We
previously explained, the certificate issued to you by our Baggage Resolution
Center was issued on March 1st, 2023, and had expired on March 1st,
2024. Our certificates are valid one-year
from the date of issue, and cannot be extended past its validity date.

Since
United was unable to reinstate your expired certificate, I provided you with a
NEW certificate for $250.00 as a gesture of goodwill. I understand that our goodwill offering cannot compensate
you for the undue anxiety which you experienced throughout this incident. The NEW
certificate offered 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. 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 -175025553860076 / 34061590
BBB
COMPLAINT # 23470391
Initial Complaint
Date:06/14/2025
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.
Dear BBB Representative,I am writing to file a complaint against United Airlines regarding the cancellation of my flight UA 2668 with confirmation # NJS5X4, scheduled for Jun 09, 2025, from ******, **, to *******, ***I purchased this ticket for $118.97. On the day of the flight, I was informed via airport announcement that the flight had been canceled for an unknown reason. The flight is rescheduled to the next date, but the plan for the remained of my vacation is reserved and uncancelable, and I incurred additional costs totaling $160 for hotel and transportation.I contacted United Airlines on multiple occasions to resolve this matter, but have not received an adequate response or compensation.I am requesting a full refund for my ticket, as well as reimbursement for the extra expenses caused by this cancellation.I appreciate your help in resolving this issue and holding the airline accountable for its service obligations.Sincerely,*** *** ***************** ************
Business Response
Date: 06/16/2025
Hi ***,

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

I sincerely apologize for the inconvenience and disruption you encountered due to the cancellation. We understand how frustrating it must have been to face an unexpected cancellation, especially without a clear explanation at the time, and to have your vacation plans disrupted. I truly regret that the situation resulted in not only lost time but also additional expenses for the hotel and transportation.

We also regret that your attempts to seek a resolution through our customer service channels did not yield a timely or satisfactory response. This is not the experience we aim to provide our customers, and I appreciate you bringing this matter to our attention.

I researched the details of the flight, and because the flight UA2668 from ****** to ******* on June 6, 2025, was delayed due to extreme weather, which is considered an event outside of Uniteds control, it is not eligible for compensation. We understand you incurred expenses for hotel, meals, and ground transportation, but we do not provide reimbursement in situations beyond our control.

Additionally, please be advised that we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience, or loss of time.

Furthermore, I'm sorry that the compensation we offered didn't meet your expectations. While I cannot fulfill what you originally requested, I've reviewed your situation again and want to make things better. I 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 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.

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: ***************
Initial Complaint
Date:06/13/2025
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.
United Airline claimed they provide free cancellationI/tickeyt change service if it is 40 days prior to departure. However,, After I cancelled my ticket, *** refused to refund me. I booked a plane ticket on ******* on May 12, 2025 for a round trip ticket from ******* ** to ******* ***** on August 18, 2025, and back on Sep 19, 2025). Confirmation # is LHLJMF. Total amount is $1540.21. According to *** claim on its website, it provides free cancellation/itinerary changes if it happens 40 days before departure. On June 13, I chnaged itinerary and total amount became $1480. On June 4, I had to cancel the ticket due to health condition. ******* confirmed the cancellation, but refused to refund me. Instead, *** emailed me that they issued me a future travel credit of $1480. I called *** on June 13. A male *** told me that *** did not refund for ticket cancellation and *** only issued future travel credit. He did not expain why the credit was $1480, not original $1540.21 1. *** cheated me with free cancellation claims and actually forces me to use their services in future and limited my choise for better services/schedule/cheaper prices from other airlines. It also creates financial difficulties to me. ***'s using term of refund for future travel credit is not acceptable.2. *** did not explain to me in any form why UAL stole $60.21 from me (the price difference between my original payment and payment after schedule change) while claiming free ticket cancellation and changes.Please help me get my full amount of $1540.21 refunded from *** as they claimed on its website and stop its cheating practices.
Business Response
Date: 06/16/2025
Hi Hualin,

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

Thank you for contacting us. I truly understand how frustrating this experience has been, and I appreciate the opportunity to clarify what occurred regarding your ticket cancellation and the refund policy.

We understand your concern and regret the inconvenience caused by the cancellation process. Please allow me to provide some clarification:

United Airlines offers a 24-hour risk-free cancellation policy, which allows customers to cancel a booking within 24 hours of purchase and receive a full refund to the original form of payment. This is the only window during which a full refund is guaranteed for non-refundable tickets.

Based on your confirmation number LHLJMF, we see that your original booking was made on May 13, 2025, and you later canceled the ticket due to health reasons, after the 24-hour window had passed. Because the ticket purchased was non-refundable, we were unable to process a refund using the original form of payment.

That said, I want to reassure you that the full value of your ticket $1,540.21 is currently held as a Future Flight Credit under your account. You can use this credit toward future travel with United, and it will remain valid until May 13, 2026.

Additionally, we recognize the seriousness of canceling due to medical reasons. If you are able to provide a doctor's note stating that you were medically unable to travel within the ticket's validity, we will be happy to review your case further for any exception that may be possible.

We sincerely apologize for any frustration this has caused, and we value your feedback.

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: ***************
Customer Answer
Date: 06/19/2025

Better Business Bureau:
Thank you BBB and United ************************ for letting me know that what requirement is needed to solve my case.
Attached is a letter from my doctor regarding my not being able to travel. Please let me know if you need more information.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,

Hualin Li
Initial Complaint
Date:06/13/2025
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.
1. I had a United Airlines reservation (PNR: DCLXY1) for 5 passengers traveling from ********** to ***************, scheduled from March 16 to April 10, ******. The total paid for the trip, including travel insurance, was $6,187.12. The claim amount I am requesting is $5,761.02.3. On January 28, 2025, I injured my Achilles tendon. My doctor evaluated me on February 11 and confirmed I was medically unfit to travel.4. I informed both United and Travel ************ Travel Guard stated that I could only file a claim if I first canceled the trip directly with United.5. I followed their instructions, and United confirmed that the reservation was officially removed from their system on February 18, 2025 (Case ID: ******************. My doctor later completed and signed Travel Guards official medical form on March 6, verifying my injury and inability to travel.7. Even with all documentation submitted, Travel Guard is refusing to process the claim because Uniteds system still shows that travel credit has been or could be issued, or that I may have been a no-show.8. Travel Guard will not pay the claim unless United sends a written confirmation that:A) No refund or travel credit has been or will be issued B) The trip was canceled on February 18, 2025 9. I submitted multiple written requests and completed a recorded three-way call with both companies, but United refuses to provide this simple confirmation.10. As a result, Ive faced a 4-month delay and nearly $6,200 in blocked reimbursement, even though I followed every step.Please see the attached PDF for full documentation, timeline, and proof from both United and my physician. This can be resolved immediately with a one-line confirmation from United.If United would like to issue me a full refund that's fine with me. I WILL NOT take a travel credit at this point due to tihs entire ordeal plus the fact they told me originally no travel credit due to cancellation.
Business Response
Date: 06/16/2025
Dear Ms. ***************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding a refund of your tickets.
Our records show that a refund was been logged on June 13, 2025.
Please allow up to ************************************************************************************ 6808.
We appreciate your business.
Regards,
********* *.
Customer Care Management
Customer Answer
Date: 06/18/2025

Complaint: 23466508

I am rejecting this response because:
Your claim that it takes 21 days to issue a refund is entirely unacceptable given that the BBB allows only 7 days for a response of acceptance or rejection. I will be keeping this complaint open until the matter is fully and finally resolved. I have previously been assured that action would be taken, only to experience continued delays and false assurances. Once I see the reflection in my online banking I will gladly accept the response and close the complaint.

Sincerely,

****** ******
Initial Complaint
Date:06/13/2025
Type:Order 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.
Im writing to respectfully request a 1 year extension on my $120 travel certificate (Account: ********* due to a serious medical situation. I was asked to provide a doctor's note which I did. And attaching it here also. When I was given only 1 month extension, I went back to the doctor and the doctor confirmed that I should not make any travel plans for at least the next nine months, given my mothers health condition and caregiving responsibilities.Given this, I truly dont see how I can make travel plans to use the voucher within just one month. I know your intention was not to be insensitive by limiting the extension to only one month, but I hope you can understand the position Im in. If you were in my situation, would you be able to make travel plans knowing your loved one is gravely ill and needs your care for at least 9 months?
Business Response
Date: 06/16/2025
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.

Sometimes, unexpected events arise, and I understand you may need to change or cancel your travel plans. On behalf of our United family, please accept our well wishes.

I understand that you want to 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.

While I cannot fulfill what you originally requested, as a goodwill gesture, I have authorized the cancellation of the initial travel certificate issued and will send you an electronic travel certificate in the amount of $120, the same amount as the voided 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: 06/18/2025

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:06/13/2025
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.
It appears too difficult to send this message to United directly from their site and app.I am currently trying to book a flight from ***** to the ***, but Im unable to apply my travel credits at ************* are the details of the credits:Confirmation Number: EFBMVV Traveler Name: ***************** $371.51 Confirmation Number: OTL7SN Traveler Name: ***************** $112.18 Could you please assist me in applying these credits to my booking?Thank you for your ********* regards,MS
Business Response
Date: 06/16/2025
Dear
Mr. Stanco,

We
received your letter from the Better Business Bureau regarding your recent
experience with us. I am sorry to learn
of your unpleasant experience, and I apologize you were unable to utilize your
Electronic Travel Certificate toward your NEW ticket. In review of your unused tickets (see ticket
information), our records show that your tickets were refunded in form of a
Future Flight Credit / Electronic Travel Certificate.

Please
understand, United Airlines is unable to modify and/or exchange future travel
tickets via email as our availability in fares and seats can change and direct
feedback from the passenger is required. So we may further assist you with your travel certificate discrepancy,
passengers are advised to contact our Reservations Department at
1-800-864-8331.   An agent will need to
view your ticket / confirmation to determine the cause of the discrepancy.

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

Regards,

James
Castillo
Customer
Care Management
United
Airlines
Case
ID – 175008159879441 / 33998586
BBB
COMPLAINT # 23464735

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

CONIRMATION NUMBER: EFBMVV
NAME ON TICKET: STANCO / MASSIMILIANO
TICKET NUMBER: 01624850567395
TICKET ISSUE DATE: 09MAY25
TICKET AMOUNT: $483.69USD

ETICKET:
UA2140   28MAY25   SAN-LGA (STATUS: REFUNDED)

TICKET REFUND:
PROMOTION CODE: 25FFCR
PIN: 7M58F9EK32
AMOUNT: $483.69
ISSUE DATE: 13MAY25

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

CONFIRMATION NUMBER: OTL7SN
NAME ON TICKET: STANCO/MASSIMILIANO
TICKET NUMBER: 01624861410830
TICKET ISSUE DATE: 13MAY25
TICKET AMOUNT: $112.18USED
CERTIFICATE USED: 7M58F9EK32
CERTIFICATE AMOUNT USED: $112.18
TICKET STATUS: REFUNDED

ETICKET:
UA 312   20MAY25   EWR-LAX (STATUS: REFUNDED)
UA5575   20MAY25   LAX-PSP (STATUS: REFUNDED)

TICKET REFUND:
PROMOTION CODE: 25FFCR
PIN: 62ET5YU3GX
AMOUNT: $112.18

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

CONFIRMATION NUMBER: FVMZ50
NAME ON TICKET: MASSIMILIANO
STANCO
TICKET NUMBER: 01624955796656
TICKET ISSUE DATE: 14JUN25
TICKET AMOUNT: $1803.61USD

CERTIFICATE USED: 2KK412KU2U
CERTICATE AMOUNT USED: $483.69
TICKET STATUS: REFUNDED

ETICKET:
UA 965   15JUL25    NAP-EWR
(STATUS: REFUNDED)
UA1115   15JUL25    EWR-PBI (STATUS: REFUNDED)
UA1395   25AUG25   PBI-EWR (STATUS: REFUNDED)
UA 966   25AUG25   EWR-NAP (STATUS: REFUNDED)

TICKET REFUND
ELECTRONIC TRAVEL CERTIFICATE:
PROMOTION CODE: 25TCV
PIN: 2EY395C2E2
AMOUNT: $483.69)

VI ENDING IN 7719
AMOUNT: $1,319.92
Initial Complaint
Date:06/13/2025
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.
Hello, this is in response to case ***************. I was aboard flight UA678 on June 5th, 2025 from *** to *** and my flight was delayed almost 5 hours because they had to swap planes due to mechanical issues. I requested a $300 flight credit from united because #1 I had already signed up for $350 standby credit if I got on a later flight. My flight was delayed even later than the flight that I signed up for standby credit but united is only willing to give me $60 in credit = **************************************************************************************** hundreds of dollars. The least they can do is rectify this by giving me the flight credit I deserved. I am requesting to be issued a total of ****** miles added to my account. Email is the best form of contact.
Business Response
Date: 06/16/2025
Dear Mr.Adams,
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 flight from La Guardis.
I am sorry to read that your flight was delayed.
Our records show that we have provided compensation.
We appreciate your understanding.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/17/2025

Complaint: 23464096

I am rejecting this response because:They didn’t attempted to reach the requested amount of compensation and I did not agree to the amount they gave me. They did not even ask for me to agree to an amount. They just sent whatever they felt like and closed the case. I did not accept or use the compensation they gave because I did not feel it was sufficient. If I ask for $100 and you just say “well here’s $30, I’m forcing you to take it and you don’t have a say” with no attempt to find an agreeable middle ground is a bad way to deal with clients. Especially if a client is in the right.
I know I am only one person but I will no longer use united. I will inform my company to no longer book myself and others using united. And I will also inform friends and family to not use united as well.

Sincerely,

Desze Adams
Business Response
Date: 06/18/2025
Dear Mr. Adams,

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

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

We have reviewed your case again,
and respectfully I regret your request to receive additional compensation has
been declined. I understand that our
goodwill offering cannot compensate you for the undue anxiety which you
experienced throughout this incident. The goodwill miles (5000) previously
offered 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, 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 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 – 175025518167839 / 34043752
BBB
COMPLAINT # 23464096

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

6/12/25
| 10:57 AM
Hi
Desze,
Your
concerns were forwarded to my attention for further review and handling.
I'm
sorry that our first response didn't meet your expectations. I understand how
you feel, and apologize for what happened during your flight.
Please
know that I truly empathize with your situation and the additional expenses
that was incurred. However, due to the challenges our industry encounters
daily, we are unable to reimburse or cover costs for unused prepaid hotel
accommodations, other airline tickets, special events, ground transportation,
or any loss of time or wages at your destination caused by delays or
cancellations. If you have personal or travel insurance that might cover these
expenses, we are more than willing to assist in coordinating with your
insurance company on your claim.
After reviewing your experience again, I'm sending you an additional 2,500
award miles to your MileagePlus account. These will post to your account within
the next few business days. While we realize this does not meet your
expectation, we hope you will accept it the spirit it was intended.
Thank you for providing your feedback so we can continue to improve.
As
a valued MileagePlus member, we appreciate your business and look forward to
welcoming you on board your next United Airlines flight.
Regards,
Jennifer
Customer Care Management
Case ID: 174916626434570

On
Jun 9, 2025, at 6:01?PM, [email protected] wrote:
Hi
Desze,
I'm
sorry this was the experience. We will use this information to get better.
I researched the details of the flight UA678 June 5th, 2025, and the flight was
delayed due to aircraft swapping.
While
I'm unable to fulfill your original request, i am going to deposit 2,500 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. Travel credits are valid for one year and can be
used for future travel. Watch for an email with details.
As
a valued MileagePlus member, we appreciate your business and look forward to
welcoming you on board your next United Airlines flight.
Regards,
Taruna
Customer Care
Case ID: 174916626434570
Initial Complaint
Date:06/13/2025
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.
Prior to my wifes first flight on a round-trip ticket, I was informed by United that the return leg could be changed, but that I should wait until after the first leg was completed, as it might reduce the change fee.On June 10, 2025, I called United again to proceed with the change. The ***** on the phone explained that: - Changing the flight would cost $270, - Cancelling the return flight would result in $209 in travel credit, - And she confirmed this was the better option and that Id receive an email with the credit.I agreed to the cancellation based entirely on her recommendation and the assurance that the $209 credit would be issued.- After not receiving any email confirmation, I contacted United again. A different ***** told me the credit would not be issued to me, but to **************** Travel, however ***** Fargo confirmed that they did not receive any credit from United.- I called United back, and now a third ***** informed me that I was not eligible for any credit at all, and that my ticket was non-refundable and non-changeable, despite two previous United *****s telling me otherwise.When I asked for the situation to be rectified, supervisors condescendingly told me nothing could be done and claimed that the ***** who misinformed me would receive additional training. No effort was made to fix the situation or offer any goodwill resolution as the call ultimately ended with the supervisor hanging up on **** acted in good faith based on United Airlines' employees guidance, and that guidance turned out to be completely false. As a result:- I am now stuck without travel accommodations,- I was denied the credit I was promised, and - I have incurred increased costs and stress planning last-minute travel.I ask that United honor the $209 travel credit as originally promised OR that they reinstate the cancelled return flight AND change it to UA8488 on July 10th, with no additional fees.
Business Response
Date: 06/14/2025
Hi Vaso,

The Better Business Bureau has notified United Airlines that you have filed complaint #23463557 against us regarding your travel credit request for the canceled flight. I appreciate the opportunity to respond to your concerns.

Thank you for reaching out and for taking the time to share the details of your experience. I sincerely apologize for the frustration and confusion this situation has caused you. We understand how important accurate information is when making time-sensitive travel decisions, and I regret that the guidance you received did not meet the standard of service we strive to provide.

After carefully reviewing the reservation associated with confirmation number P04S8K, I can confirm that the ticket purchased was a Basic Economy fare. As outlined in the fare rules at the time of purchase, Basic Economy tickets are nonrefundable and nonchangeable, which also means they are not eligible for travel credits, even if the ticket is only partially used. We try our best to make sure you know when you're buying a Basic Economy ticket and what the restrictions are, and other websites or agencies that sell our tickets are expected to do the same. We truly regret any miscommunication you may have experienced and understand how disappointing it is to receive conflicting information from our agents.

To make amends, I will send 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.

While we are unable to issue the $209 travel credit or reinstate the cancelled return flight without applicable fees, we want to offer a path forward.

You may rebook a return flight using the same confirmation number (P04S8K), subject to availability. Please note that any fare difference and a Basic Economy buy-out fee may apply at the time of rebooking.

If you need assistance with rebooking or would like to explore alternative travel options, our Reservations team is available at 1-800-UNITED-1 (1-800-864-8331).

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: 174989440283454
Customer Answer
Date: 06/17/2025

Complaint: 23463557

I am rejecting this response because:

1. After speaking to a United agent, I was informed that my $209 round trip ticket was worth $60 (plus taxes/fees) for the ticket from SD -> YVR and $130 $60 (plus taxes/fees) for the ticket from YVR -> SD (which is the ticket I am submitting this complaint about). If a goodwill gesture is to be sent, I would request that it is at least $130 plus taxes/fees as I was informed by a United representative on a recorded line.
2. It is unacceptable that the previous response led me to be refused a rebooking by a travel agent. "You may rebook a return flight using the same confirmation number (P04S8K), subject to availability." After calling United, I was now for the 3rd time informed by a United representative that I can rebook my flight and subsequently told that I cannot once attempting to do so. This is utterly unacceptable. All previous representatives have incorrectly informed me while on a recorded line and now I have been incorrectly informed in writing.
This experience has been nothing short of unacceptable and I request all prior conversations with United representatives via phone (619-813-7004) be reviewed as evidence for my case. I request a rebooking to flight UA 8488 on July 10th at no additional cost to fully resolve this matter.

Sincerely,

Vaso Vasich
Business Response
Date: 06/18/2025
Dear Mr. Vasich and Mrs. Petrovic

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 experience with us. 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 for your unused ticket has been
declined. I also want to apologize again
for any possible misinformation you may have received regarding our ticket policies
on restricted tickets. As previously
advised, the ticket you purchased though (ASPIRE LOYALTY TRAVEL SOLUTIONS) is a Basic
Economy ticket; which is a non-refundable / restricted ticket. Changes and/or cancellations to these tickets
are not eligible. These restrictions
were advised to you at the time of ticketing and shown on your e-ticket
receipt.

I understand that our goodwill
offering cannot compensate you for the undue anxiety which you experienced
throughout this incident. The goodwill certificate ($50.00) 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 regarding your unused ticket, 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 – 175025506134188 / 34039763
BBB
COMPLAINT # 23463557

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

CONFIRMATION
NUMBER: P04S8K
NAME
ON TICKET: PETROVIC/ANA - NZU63786
TICKET
NUMBER: 01672914553073
TICKET
ISSUE DATE: 13MAY25
TICKET
AMOUNT: $209.12USD
TICKET
TYPE: NON-REFUNDABLE / RESTRICTED
TICKET
PURCHASED THROUGH:
ASPIRE
LOYALTY TRAVEL SOLUTIONS (602-783-8950)

ETICKET:
UA8480
03JUN25 SAN-YVR (STATUS: USED)
UA8620
16JUN25 YVR-SAN (STATUS: CANCELLED)

NOTE:
(UA8620
16JUN25 YVR-SAN) VOLUNTARILY CANCELLED BY PASSENGER ON 12JUN25
Initial Complaint
Date:06/13/2025
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.
My father was taking me on a birthday trip to ******. On the flight, the man right next to me masturbated and made noises repeatedly throughout the flight while looking at his phone. I signaled the flight attendant but the man kept doing it. I was embarrassed and disgusted. I let my father know and he was outraged! It was shocking, especially on business class. I am writing you to let you know about the experience. I was not able to sleep or relax and my experience was completely horrendous. I have a video and pictures of the incident. I will be happy to send it to you directly and am attaching them to this complaint. I am requesting a refund or compensation.
Business Response
Date: 06/16/2025
Dear Ms. MIrpuri,
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 travel to London.
I am sorry to read about your travel experience.
Regrettably, United Airlines does not offer compensation for these issues; however, we encourage customers to report this to the Flight Attendant.
We appreciate your understanding.
Regards,
Christina F.
Customer Care Management
Customer Answer
Date: 06/17/2025

Complaint: 23463405

I am rejecting this response because:

I am not happy with United Airlines response and think its bad customer sservice. I did make the attendant aware of what was going on.
Sincerely,

Sherie Mirpuri
Business Response
Date: 06/19/2025
Dear
Ms. Mirpuri,

I’m
glad to receive your reply and appreciate having another opportunity to address
your concerns and request. In review of your case, our records show that you previously
spoke with another manager on June 18th, 2025 (Case ID – 174978836949318)
regarding your onboard experience with your seatmate. Though I want to apologize again for your
unpleasant experience when you traveled with us on June 4th,
2025. The comfort and safety of our passengers
will always be our top priority. Our
Inflight crews are trained to handle all situations; while also performing
their duties with dignity and respect.

As previously advised by my
colleague, your flight experience will be escalated to our senior management
team and will be investigated internally. Our records also show that my colleague previously added 7500 (goodwill)
miles your MileagePlus account as a gesture of goodwill. I understand that our goodwill offering
cannot compensate you for the undue anxiety which you experienced throughout
this incident. The goodwill miles previously offered 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 4th, 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 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 -175025547833995
BBB
COMPLAINT # 23463405
/ 34059830

RELATED CASE ID – 174978836949318

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