BBB Business Review

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This business is not BBB accredited.

United Airlines

Additional Locations

Phone: (312) 997-8000 View Additional Phone Numbers PO Box 6449, Chicago, IL 60680

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for United Airlines include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 2958 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

2958 complaints closed with BBB in last 3 years | 883 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 151
Billing/Collection Issues 494
Delivery Issues 160
Guarantee/Warranty Issues 39
Problems with Product/Service 2112
Total Closed Complaints 2958

Customer Reviews Summary Read customer reviews

84 Customer Reviews on United Airlines
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 2
Negative Experience 80
Total Customer Reviews 84

Additional Information

BBB file opened: January 01, 1968 Business started: 04/06/1926 Business started locally: 04/06/1926
Type of Entity


Business Management
Mr. Oscar Munoz, President & CEO Ms. Eva Johnson, Customer Care Supervisor
Contact Information
Customer Contact: Ms. Eva Johnson, Customer Care Supervisor
Principal: Mr. Oscar Munoz, President & CEO
Business Category

Airlines Airlines - Ticket Agencies Corporate Travel Scheduled Passenger Air Transportation (NAICS: 481111)

Alternate Business Names
Continental Airlines
Additional Information

Effective January 1, 2012, all complaints against United Airlines or Continental Airlines are handled by the BBB of Chicago & Northern Illinois. Prior to this date, complaints against Continental Airlines were handled by the BBB of Metropolitan Houston in Houston, TX. Please see their business review for information on complaints prior to January 1, 2012.

Customer Review Rating plus BBB Rating Summary

United Airlines has received 3.73 out of 5 stars based on 84 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.