Complaints

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

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• 

  United Airlines, Inc.

  233 S Wacker Dr 14th Fl Chicago, IL 60606-7147

• 

  United Airlines, Inc.

  PO Box 830113 Miami, FL 33283-0113

• 

  United Airlines @ Hartsfield

  PO Box 20949 Atlanta, GA 30320-0949

• 

  United Airlines @ Hartsfield

  6735 Polo Dr Cumming, GA 30040-5722

• 

  United Airlines, Inc.

  Appleton Airport Appleton, WI 54911

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:07/29/2025

  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 Sept 20, 2024 I received a travel credit for $106.50 which was set to expire a year from that date. When I went to use the balance of the travel credit in June 2025, the confirmation number did not work. When I inquired with United via their online portal I was informed the travel credit expired on May 2, 2025. I received no documentation regarding an updated "Travel By" date and further inquiries via the online portal resulted in the same response. No further information was provided. At one point I was told "While we're unable to reactivate the expired credit, we'd like to offer you a goodwill gesture as a token of our appreciation for choosing to fly with us." However that "token" was never explained nor granted.

  Business Response

  Date: 07/30/2025

  Hi *****,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your expired credit. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out and sharing your experience. I sincerely apologize for the confusion and inconvenience caused by the expiration of your travel credit. I understand how frustrating it must have been to attempt to use your credit, only to find that it had expired without prior notice or updated documentation.
  
  While we are unable to reactivate the original credit, we truly value your loyalty and the opportunity to make this right. As a gesture of goodwill, we will be issuing you an Electronic Travel Certificate in the amount of the expired flight credit, a $101.72, which can be used toward future travel with us. It will arrive via email in the next few business days.
  
  Your business as a *********** member is truly valued, and we will continue working hard to rebuild your confidence in our service. We're hoping to see you again in the future.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of the company providing me with a replacement travel credit is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/25/2025

  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.

  record locator PXG9QR chatted in today and dealt with rude agents. topping it off asked well why did u wait 4 days to report this?! i paid $35 x 2 on june 16th for one single bag. i then arrived at *** for my return flight home and was told nothing was on file for a paid bag and paid another $40. after 2 hours back and forth via web chat i got nowhere with agent njabula mkgize who was rude enough to state ur "not getting it" one way isnt $70 and shouldnt have paid another $40 at the airport. but apparently he doesnt get it! Id appreciate my $40 refunded promptly and a travel credit for this nightmare over 2 hours! on top of this the flight was delayed 2 hours causing further issues! i usually fly with american who i love and apparently need to stick with flying a more friendlier, caring airline!

  Business Response

  Date: 07/28/2025

  Hi ****,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a refund and compensation. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you experienced, both with the baggage charges and during your interaction with our support team, as well as when your flight was delayed. This is not the level of service we strive to provide, and we are sorry that your concerns were not handled with the care and professionalism you deserve.
  
  Upon reviewing your reservation under record locator PXG9QR, we found that the initial $35 baggage fees were indeed under your name, but they were for your flight from ****** to ******* and back. However, the $40 charge for the first checked bag was collected at the airport under ******* name. Therefore, there were no duplicate charges for your name.
  
  That said, as a one-time exception and in recognition of the inconvenience you experienced, we will be processing a refund of the $40 baggage fee, with a document number of *************. You will receive a confirmation once the refund has been issued, and it might take 7-14 business days.
  
  Additionally, we understand the impact of the flight delay and the time spent trying to resolve this issue. As a gesture of goodwill, we will also be issuing an electronic travel certificate for each passenger to help make up for the inconvenience. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.
  
  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: 07/29/2025

   
  Complaint: 23656640
  
  I am rejecting this response because:

  we were traveling with one checked bag only. So his credit which was most convenient to pay again was used, so it shouldnt be a one time convenience what are the amounts of certificates and when where will they be sent?
  
  Sincerely,
  
  **** ****** Iii

  Business Response

  Date: 07/30/2025

  Hi ****,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your follow-up question. I appreciate the opportunity to respond to your concerns.
  
  I truly appreciate your continued patience. I understand your frustration regarding the situation and the use of travel credits, especially given the circumstances of your trip.
  
  To clarify, the Electronic Travel Certificates were issued as a goodwill gesture and not intended to reflect a limitation on your eligibility. We recognize that you were traveling with only one checked bag and that the credit was used out of necessity, not convenience.
  
  The details of the travel certificate, including the amount, have been sent to your email address.
  
  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: ***************

  Customer Answer

  Date: 07/31/2025

   
  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,
  
  **** ****** Iii

• Initial Complaint

  Date:07/25/2025

  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.

  Ive contact United customer service several times, and corporate twice, and no response from corporate. unresolved issue with United Airlines UA *********************, Case ID: ****************** a recent flight, I purchased an Economy Plus seat, which, per Uniteds published policy, includes one free carry-on bag in the overhead bin. Despite this, I was told at the gate that the flight was full, and my carry-on had to be checked. Once on board, I discovered available overhead bin space directly above my seat (11C). I also noticed multiple empty seats at the rear of the aircraft with overhead luggage space clear evidence that the flight was not full. This contradiction between what was told and what I observed led to a delay in retrieving my bag and caused me to miss the professional portion of a time-sensitive event.Worse, the responses I received from United included shifting explanations:First, that the flight was full.Then, that overhead space was limited.Then, that Economy Plus passengers is not guaranteed overhead space.This lack of clarity and changing rationale contradicts the benefits associated with Economy Plus and misrepresents what passengers are paying for. If lesser-paying passengers in standard economy boarded earlier and used the bin space while I was asked to check my carry-on, what is the point of the upgrade? Im asking for fair compensation:The upgrade I paid for but whose benefits I did not receive.The loss of time due to incorrect information and mishandling.The inconvenience and misinformation throughout the experience.I am a loyal United MileagePlus member and have raised funds for Broadway Cares/Equity Fights AIDS for over 20 years. United is the official airline of that organization, which is one reason *** chosen to support the airline over the years. Unfortunately, this experience has shaken my trust.Sincerely,******* ***** United Airlines MileagePlus Member MX452281

  Business Response

  Date: 07/29/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your complaint about carry-on enforcement. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out again, and I sincerely apologize for the continued inconvenience and lack of response regarding your experience on Flight UA 1180 from ****** to *******
  
  We understand your frustration and disappointment, especially given your loyalty to United. Your commitment to both our airline and the community is deeply appreciated.
  
  Regarding your Economy Plus purchase, you are absolutely correct that this fare includes priority boarding and access to overhead bin space. We regret that you were asked to check your carry-on bag despite available space above your seat and elsewhere in the cabin. The conflicting explanations you received that the flight was full, that overhead space was limited, and that Economy Plus does not guarantee bin space are understandably confusing and do not reflect the clarity and consistency we strive to provide.
  
  As a gesture of goodwill, I'll be processing a refund back to the original form of payment for your Economy Plus Seat, amounting to $94. The document numbers for the refund are 0164499484077; the process might take up to 7-14 business days.
  
  Please know that your feedback has been forwarded to our internal teams, who are working to improve communication and ensure that Economy Plus benefits are honored consistently.
  
  We recognize that this situation not only diminished the value of your upgrade but also caused a delay in retrieving your bag, resulting in missed professional commitments. We sincerely apologize for the inconvenience and the impact this has had on your plans.
  
  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: 07/30/2025

   
  Complaint: 23656220
  
  I am rejecting this response because:

  Thank you for Uniteds response and for refunding my Economy Plus upgrade. I appreciate that they acknowledged the mishandling of my carry-on bag.
  However, Im rejecting the response because this experience was not simply a matter of inconvenience. It was a matter of service failure, professional disruption, and missed presence at a meaningful event.
  I was traveling to attend Broadway Bares: Come Out, Come Out, the 34th annual Broadway Bares fundraiser held on June 22, 2025, in support of Broadway Cares/Equity Fights AIDS  an organization Ive actively supported through volunteering and fundraising for over 20 years. This years event raised more than $2.4 million, and Ive been proud to contribute to that total over the decades.
  I had built in ample time to arrive in ********, go home, change clothes, eat, and get to the event early. Due to the flight being delayed by over three hours and then being unnecessarily forced to check my carry-on despite visible overhead space I arrived exactly as the curtain went up, under stress and unable to participate in the most valuable part of the evening: the pre-show networking, connection-building, and community visibility.
  This wasnt about comfort. It was about showing up fully and professionally for a cause that matters one that United Airlines also publicly supports.
  A refund of the upgrade fee does not reflect the full impact of this situation. I believe it deserves additional consideration in the form of a travel credit or bonus MileagePlus miles as a gesture of goodwill.
  Thank you again for the opportunity to follow up and provide the full picture.

  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/31/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your flight experience and compensation request. I appreciate the opportunity to respond to your concerns.
  
  Thank you for your thoughtful follow-up and for sharing the deeper impact of your travel experience. I sincerely apologize for the disruption and the disappointment it caused, especially given the significance of the event you were attending.
  
  We understand that this was not simply a matter of inconvenience, but a missed opportunity to fully participate in a cause that holds deep personal and professional meaning for you. Your long-standing commitment to Broadway Cares/Equity Fights AIDS is truly commendable, and we regret that your travel experience with United interfered with your ability to be present in the way you had planned.
  
  While were glad the Economy Plus upgrade refund was processed, we recognize that it does not fully reflect the impact of the service failure you experienced including the delay and the mishandling of your carry-on bag.
  
  To make amends, I will deposit miles into your MileagePlus account as a goodwill gesture. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.
  
  We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.
  
  Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23656220
  
  I am rejecting this response because:
  

  Thank you for Uniteds response and for refunding my Economy Plus upgrade. I also appreciate the acknowledgment of my long-standing support of Broadway Cares/Equity Fights AIDS and the disruption this experience caused.
  
  However, I am rejecting the response at this time because the number of miles being offered was not specified. I would like to know the exact amount of the goodwill offer before considering the matter resolved.

  Additionally, I want to clarify an important point that has been overlooked: United Airlines is a longtime corporate sponsor of **************/Equity Fights AIDS, the very organization whose event I was traveling to attend. This makes the disruption to my participation particularly missing the pre-show professional networking even more disappointing, as it directly impacted a cause that both I and United publicly support.
  

  I am still open to resolution and appreciate the opportunity to clarify these points.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/24/2025

  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.

  Today, 7/24/2025 at 4:50PM I began my phone call with *** from the customer service center at **********************. I explained that I accidentally booked the wrong flight for not just one, but 4 people and that I am requesting to cancellation and a refund. Given the situation I am in, *** stated she would be able to cancel the flight. I then asked if there would be a cancellation fee. *** placed me on hold and then said no and asked if I would like to proceed with cancellation, and the refund and/or credit. I stated I was very grateful and yes I would. Upon cancellation, she proceeded to apologize and said that there was a cancellation fee that was charged. I asked if there is anything I can do as I would have never cancelled if I would have known I would be out $410, and she stated I'd have to submit a request. I spoke to another agent via text who reviewed the call and stated I should submit this request, and that they would be speaking to management so this doesn't happen again.I am now out a flight and all of my money

  Customer Answer

  Date: 07/28/2025

   
  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. Hello! I am reaching out regarding #********. This issue has been handled and United ended up reinstating my flight, and even switched it to the right day for me!! Thank you! ***** *******
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair 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.

  Flying back from ****** ****** our connecting flight was cancelled to ******** **. The agent had no explanation as to why at the time. She told us that all other flights were full, but we could come back the next day and try to get out Saturday 6/28. She also said they would only pay for one of the two nights. We just finished a cruise, had no clean clothes, and my daughter had to work Friday evening. I rented a car and drove to ********, **. I just spoke to United Airlines, and they say now that the flight was cancelled due to air traffic control, and that is out of their control, and they will not compensate me for the rental car. She said it is their policy. I asked for a supervisor, and he agreed they will only compensate us for the unused tickets to ******** $40.00 each. I told the supervisor that this outcome is unacceptable, and i would be contacting the Better Business Bureau. I've uploaded my flight itinerary, my daughter ******** is the same. Additionally I've uploaded the receipt for the car, food, and fuel.

  Business Response

  Date: 07/28/2025

  Hi ****,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a reimbursement. I appreciate the opportunity to respond to your concerns.
  
  Thank you for taking the time to share your experience with us. We understand how frustrating and inconvenient travel disruptions can be, especially after a long journey and with important commitments ahead.
  
  After reviewing your case, we can confirm that your flight from ****** to ******** was canceled due to Air Traffic Control (ATC) restrictions.
  The local Air Traffic Control had delayed and diverted numerous flights in the area that day because of the weather conditions. Safety is Uniteds number one priority, so we do not operate against advice issued by ***, and we continue to work diligently within federal guidelines to operate as close as possible to our published schedule. Please understand that United Airlines does not provide compensation when flights are affected by air traffic control, weather conditions, or uncontrollable events.
  
  We also recognize that compensation is not generally granted in ATC-related situations. However, in appreciation of your patience and understanding, we will be issuing an electronic travel certificate to each affected passenger as a gesture of goodwill. You will receive a separate confirmation within the next few business days once this certificate has been processed.
  
  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: 07/30/2025

   
  Complaint: 23648958
  
  I am rejecting this response because:United Airline Customer Service,
       About my recent unsatisfactory flight experience on United Airline Flight UA117 on June 26, 2025, ****** to *******  I have received your offer to compensate me for my $400 plus monetary loss with two $100 travel credits.  I respectfully decline to accept your less than ingenuous offer and at the end of this letter, I will propose a solution, I think will be amiable to United Airline and to me.
       During my recent flight on UL117, there was a reported medical emergency onboard the flight.  As a result of the emergency the flight was routed to the ****** where the ill patient was disembarked.  At that point, the Crew of UL117 informed the passengers the plane would require fuel.  I fully appreciate the professionalism of the crew in recognizing the need to add fuel to the plane so as allow it to have the range to fly from the ****** to ******, ***********  I am absolutely good with all the actions taken by United Airline to this point.
       What I am not good with is; while on the ground in the ******, it took roughly 2.5 hours to refuel the aircraft.  We were informed there was no person at the ************** with the skill to refuel UA117's aircraft type. The aircraft was not air conditioned as we sat waiting for a solution to the refueling to be developed and executed.  At this point United Airlines stopped servicing the passengers aboard the flight.  When the flight was delayed by some 2.5 hours, as sometimes happens with international travel, there was no forward planning, thinking toward connecting flights that would be missed at ****** and the possible cascading second and third order effects to passenger travel.  It is my experienced opinion after nearly 50 years of professional and leisure travel that United Airlines has let down your customers.  
       The flight from the ****** to ****** was completed with complete professionalism by the flight crew.  It is upon landing that again the service of United Airlines was severely lacking.  The Newark based United Airlines employees did not meet the arriving flight or in any manner try to assist those passengers that had missed connecting flights. We arrived at **********; my daughter and I had to schlep ourselves and our luggage to Terminal C as we were informed the only United Airline person that could help us with our issue was located. We were informed by this United Airlines agent that all flights were booked, and we could not get out of ****** this Thursday night.  The agent did inform us that we were welcome to come to the Airport on Friday where an attempt would be made to possibly accommodate a flight for Saturday June 28, 2025.  There was a discussion about accommodating us with hotel rooms and meal vouchers while we waited in limbo for two days to travel one hour by air to ********, ***  I suggested I rent a car, and United Airlines could reimburse me for the cost.  Renting a car would allow us to complete our travel and better accommodate us than spending two nights in a hotel in ***********  The car rental was a substantially more economical solution and better served our need to get home and to work the next day.  
     I fully understand that "things" happen when traveling that are sometimes out of the control of United Airlines.  Your airline knows this as well, and you have protocols in place to handle such things.   I think in this instance your airline handled the medical emergency in a professional manner.  From that point on, I think United Airlines failed in its obligation to the passengers embarked on UA117.
      Because my daughter was intent upon keeping her professional obligations to patients and I to my business associates, we rented a vehicle at the ************** and drove ourselves to ********, ***
      I propose, United Airline keep the two $100 travel credits saving you $200 and I submit the bill for the rental car I contracted and United Airline reimburse me for the cost of the rental.
  Respectfully,
  
  **** W. *******
  **********
  
  

  Business Response

  Date: 07/31/2025

  Dear Mr. ***************** am glad to receive your reply and appreciate having another opportunity to address your concerns and requests. I am sorry to learn your continued disappointment regarding your flight experience. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.
  
  It's important to clarify that you have reached the corporate offices of United Airlines.  We work directly with our senior leadership team as well as our executive officers and we are tasked with responding on their behalf.  All customer correspondence is routed to our attention for review and response.  I recognize that you want this matter escalated.  However, your concerns are considered escalated by our office.
  
  We have reviewed your case again,and respectfully I regret your reimbursement request has been declined.  Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. However your flight disruption (Ill passenger and Air Traffic Control) was an extraordinary circumstance that could not have been reasonably predicted or avoided by United Airlines. If you need assistance with your unexpected travel expenses, we advise you to contact your trip insurance company or your credit card provider for possible options.
  
  However, Id like to extend my apology by sending each of you another Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. These certificates may also be combined with the previous certificates you received. I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill certificates 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 26th, 2025 and will not respond to additional request for compensation. We would like to move forward with our business relationship with you and ask that you please give us another opportunity to regain your trust. Should you wish to share a different travel-related experience, please visit us at *********************************************************************.
  
  As ************* representatives, we are empowered to devise the best possible resolution, considering the circumstances of what happened and the impact to our valued customer. While ********************** may be unable to meet your specific expectations, please know that we do appreciate your continued loyalty. We look forward to welcoming you on board again soon.
  
  
  Regards,
  
  ***** ********
  ************* Management
  **********************
  Case ID *************** / 35063653
  BBB COMPLAINT # ********

  Customer Answer

  Date: 08/01/2025

   
  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:07/23/2025

  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.

  Date of Purchase: July 18, 2025 Confirmation Number: C0R1J1 MileagePlus Number: DJV12369 I purchased a fully refundable international ticket from United Airlines for $5,897.91. When I attempted to cancel it, United tried to deduct a $150 cancellation feedespite the ticket being clearly labeled as fully ************* took me over an hour chatting with multiple agents and eventually escalating to a supervisor to resolve the issue. The supervisor ultimately agreed to waive the fee as an exception, acknowledging the policy wasnt clearly *************** a United Quest cardholder and loyal customer, I expected better transparency and a smoother resolution. Im disappointed by the time and effort required to fix what shouldve been a straightforward process.This experience was misleading, stressful, and time-consuming. I am requesting compensation for the inconvenience and loss of time.?Account/Tracking ************* ?Amount Disputed:$200 (time and effort, not refund)?Desired Resolution:Requesting either a travel credit or reasonable compensation (e.g., mileage credit or voucher) applied to MileagePlus account ******** for the inconvenience and poor service experience.

  Business Response

  Date: 07/25/2025

  Hi Dr. ***************** Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund issues and compensation request. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the frustration and inconvenience you encountered while canceling your ticket, especially given the time and effort it took to resolve the issue.
  
  We understand how disappointing it must have been to see a cancellation fee applied to a ticket labeled as fully refundable. While were glad the supervisor ultimately resolved the matter, we regret that it required escalation and caused unnecessary stress.
  
  To clarify, certain refundable international fares may still carry a cancellation penalty depending on the specific fare rules selected at the time of booking. In your case, the ticket included a $150 cancellation fee, which was correctly applied based on the fare conditions.
  
  Please note that all ticket terms and conditions, including refundability and cancellation fees, are displayed during the booking process, prior to completing your purchase. These fare rules are part of the ticket selection and are intended to help customers make informed decisions based on flexibility, price, and travel needs. However, we recognize that this may not have been communicated as clearly as it should have been, and we regret any confusion or stress this caused.
  
  As every situation is different, compensation is offered on a case-by-case basis. In this situation, there is not an option for compensation; however, please know I've shared your feedback with the appropriate teams. We'll use your comments to review our procedures with your point of view in mind.
  
  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: ***************

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23645828
  
  I am rejecting this response because:
  
  Sincerely,
  
  ** *****

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair 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 terribly disappointed with United. Historically I have preferred them because the planes are usually clean and the staff friendly. However, during a recent trip my bag came off the conveyor with the handle completely snapped off.I waited at the ticket counter for 45 minutes and no one showed. I resigned myself to calling their complaint number. After being passed around to various departments I finally talked with someone, a third party company, who told me this process:Mail them my broken bag and they will fix it.If they cant fix it theyll offer a replacement.If I dont like any replacements they will submit a request for a check, which could take several weeks.I am currently ON MY TRIP and cant mail you my suitcaseI was able to mail in my suitcase after my trip. I will say that the process was easy and my suitcase was returned fixed. I do appreciate that. I wish United had taken a more proactive approach, perhaps contacting me and offering me a free checked bag, upgrade to first class, or some other recompence for their negligence. Having me do all the work of waiting, calling the number, and shipping the suitcase did not seem fair, considering they were the ones who broke it.

  Business Response

  Date: 07/29/2025

  Dear Mr. ***************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am sorry to learn your baggage was damaged when you traveled with us. From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Our goal at United is to provide our guests and their belongings with safe and reliable service
  
  Reports of damaged bags must be reported to our ************** at the airport within 24hours upon retrieving your bag; as our airport baggage personnel are in a position to view the baggage and provide a solution from their assessment.  If you have not reported your claim within 24 hours,passengers are asked to fill out the following claim:
  Issues with your checked bags | United Airlines
  
  Customers may also contact our ********************** ************************* to open a claim.  At any time you need assistance regarding your claim, please feel free to contact United Airlines ************************* at its 24-hour, seven-day-a-week number in the ******************* ***************) or direct to ************.
  
  While we would have preferred it to be under better circumstances, we appreciate you for sharing your feedback about recent experience with United. Your feedback has been shared to our senior management team as it will help us improve our services.  We sincerely apologize for the inconvenience that was caused to you. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your loyalty and business.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID -*************** / 35015902
  BBB COMPLAINT # ********
  

  Customer Answer

  Date: 07/31/2025

   
  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:07/23/2025

  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 confirmation # is : FB3F9R. Company claims theres an expiration date for credit for my flight. This flight was never used. I was not given any documentation or verbalized that I have an expiration on my flight credit. I wish to use my credit asap.

  Business Response

  Date: 07/24/2025

  Hi *****,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your credit extension request. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out regarding your flight credit associated with confirmation number FB3F9R.
  
  We understand your concern and appreciate the opportunity to clarify. United flight credits are valid for one year from the original date of ticket purchase, which in this case was November 15, 2024.
  
  Unfortunately, once a credit has expired, we are unable to extend the expiration date or reinstate the value.
  
  However, as a strictly one-time exception, we will be sending you an electronic travel certificate with the same amount of your expired credit. You can use this certificate to purchase the next United or United Express flight. It will arrive via email in the next few business days.
  
  Your business is truly valued and we will continue working hard to rebuild your confidence in our service. We're hoping to see you again in the future.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

• Initial Complaint

  Date:07/23/2025

  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 July 2, 2025, our United Airlines flight from ****** (MAD) to *************** (IAD) was canceled. United rebooked us on Iberia Flight IB351 to *********** (LAX), with a final connection to Phoenix (PHX). We expressed concern to a United representative about whether there would be sufficient time to arrive at the gate and make the flight. We were explicitly assured there would be.Due to severe system outages, long immigration queues, and staff shortages at *********************************** (as documented in international news reports), we missed the rebooked Iberia ********* meaningful assistance was provided by either United or Iberia. Phone and chat support efforts failed. Stranded, we had no choice but to independently purchase alternative flights (MADJFK via ********* and EWRPHX via American Airlines) to return home.Additionally, our checked baggage did not arrive on July 2 and was not scanned until July 34. No communication was provided, and we had to retrieve the bag ourselves at PHX.A formal complaint (Case ID: **************** was filed with United on July 8, followed by a written follow-up on July 21. No substantive response was received.This matter involves clear violations of U.S. DOT refund and rebooking regulations, as well as Uniteds obligations under the Montreal Convention (Article 19 delay) and ** Regulation 261/2004. Our arrival to PHX was delayed well beyond 3 hours.We are seeking full reimbursement for the disrupted itinerary, compensation for out-of-pocket expenses and baggage delay, and **261 compensation of 600 per passenger. We have submitted formal complaints to DOT and are initiating the same with the ** NEB. We file this BBB complaint in good faith and hope to resolve this directly. If left unresolved, we are prepared to pursue all further legal and regulatory channels. We respectfully request that United address this matter in good faith and without further delay.

  Business Response

  Date: 07/25/2025

  Hi *******,
  
  I am responding to your BBB Case #********.
  
  Thank you for your patience while we again, reviewed the circumstances surrounding the disruption to your travel plans. Please accept our sincere apologies for any inconvenience you experienced.
  
  The inclement weather conditions, which were beyond Uniteds control, unfortunately impacted the operation of several flights, including yours.
  
  We received your request for monetary compensation under Regulation EC 261/2004 (EU261). Compensation is not applicable under EU261 since the irregularity was due to weather, which is considered an extraordinary circumstance that could not have been reasonably predicted or avoided. Therefore, we regrettably must deny your request.
  
  You were then protected on  flight IB351, from ****** to ***********, on July 2nd, operated by airline Iberia Airlines. The operating airline must address all EU261/2004 Regulatory claims. Only the operating airline can determine if the event was applicable under the regulation.
  
  Please direct all future correspondence to Iberia Airlines. Likewise, any baggage issues should be reported to your final carrier, per interline airline agreement.
  
  We thank you for your understanding and your continued loyalty, as a valued MileagePlus member.
  
  Regards,
  
  *******
  Customer Care
  Case ID: ***************
  ******************** Case #********

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23640882
  
  I am rejecting this response because:

  We appreciate Uniteds response but respectfully dispute the conclusions provided.
  
  
  The airline cites inclement weather without offering specific, verifiable evidence. Under Article 5 of EC 261/2004 and European Court of Justice rulings, extraordinary circumstances must be supported with data and do not exempt the airline from providing proper rerouting, care, and communication. United failed to deliver on these obligations.
  
  
  More critically, United rebooked us on Iberia IB351. Per **261, the original ticketing carrier (United) shares joint liability for compensation even if the rebooked flight is operated by an another airline. Uniteds attempt to redirect this claim to Iberia is inaccurate under law and inconsistent with ** enforcement guidance.
  
  
  After voicing concern at the airport, a United representative explicitly assured us we would make our Iberia flight. We did not. No support was provided, and we were left stranded forced to self-purchase new flights home.
  
  
  Additionally, a United representative confirmed our checked baggage was scanned multiple times in ******* not on our original arrival date. Under the Montreal Convention (Article 19), United remains responsible for delay-related damages, especially when it had physical custody of the bag.
  
  
  We have submitted formal complaints to the ********************************* and are initiating an **261 complaint with ****. All relevant documentation has already been submitted to United and is available to the BBB upon request.
  
  
  We remain open to a good-faith resolution, but we are fully prepared to continue pursuing all available legal and regulatory remedies if this matter remains unresolved.
  
  

  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/30/2025

  DearGabriel,
  
  I am again responding to BBB Case #********.
  
  I regret my response did not meet your expectations.
  
  
  UA50 was delayed because the inbound aircraft experienced a weather related delay. It is my understanding that after the delay of UA50, you were protected on IB flight 351 from ****** to ************
  Because you did not complete the re-booked flights, a refund of the unused segments has been issued to your **** credit card ending in 2110. Please allow 7 days for the credit to post to your account.
  
  Our ************************* handles all baggage-related concerns. You'll need to download and complete the delayed baggage claim form for reimbursement consideration. I've included the link below, which includes complete directions. I recommend keeping copies of the completed claim form and receipts for your records.
  
  *******************************************************************************.
  
  A baggage specialist will reach out to you directly after reviewing your claim.
  
  Thank you again, for allowing me the opportunity to respond to your concerns.
  
  
  Kind ************************************ Management
  Case ID: ***************
  ******************** Case #********

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23640882
  
  

  Dear United Airlines,

   

  Thank you for the response. While United has issued a partial refund to me (******* ********) for the unused segment of my disrupted itinerary and a full refund to my travel companion, ******** ******* this does not resolve the broader issue.

  
  
  We reiterate that the matter involves more than the initial flight cancellation. After United rebooked us on Iberia Flight IB351, we missed the flight due not only to airport-wide system disruptions, but also to Uniteds decision to rebook us on a flight that they knew or should have known we could not reasonably make. Despite voicing concern, a United representative explicitly assured us that we would have adequate time to reach our gate and complete boarding. Following the missed flight, no adequate support was provided. We were left stranded and had no choice but to self-purchase new flights to ensure our return home.
  
  
  United has yet to address:
  EU261 compensation, which remains applicable. United, as the marketing carrier, is responsible for ensuring viable rebooking and onward travel. Citing weather without supporting evidence or shifting responsibility to ****** does not absolve this duty.

  
  Out-of-pocket expenses for replacement flights, ground transportation, and meals incurred due to Uniteds rebooking failure.

  
  Delayed baggage compensation under the Montreal Convention (Article 19). Our luggage was not scanned for days and had to be recovered without any updates or assistance.

  
  
  
  We have submitted formal complaints to the ********************************* and the ******************************** (****). We remain open to resolving this matter directly and amicably, but are fully prepared to pursue legal recovery in small claims court if a complete resolution is not offered.
  
  
  We respectfully reject Uniteds current position and request a meaningful response.
  
  

  Sincerely,

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

  Ms. ******** Wallach 

• Initial Complaint

  Date:07/22/2025

  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.

  United Airlines stranded me and my family in ************** for three days due to equipment issues. Our flight was rescheduled multiple times for our return trip to *****, but none of the rescheduled United flights from ****** to ***** ever took off. All of them were cancelled. We spent three days at the airport, during which time we sat on the runway on 4 planes for a total of about 12 hours and none of the planes ever took off. A particularly horrible example of the unacceptable treatment from United that we endured: after sitting one plane on the runway for hours, the flight was cancelled and my family and fellow passengers were dropped back at the gate in ****** at 1:30 am. We were provided no help to get a hotel, a car, or a rescheduled flight. There was only one United Agent at the gate, who provided all of us with a QR code and told us to call United customer service to reschedule. Therefore: since United was unable to get us home, my family was forced to rent a car and drive rental cars all the way back home to *************. My younger daughter and I missed three days of work. My older daughter spent her birthday in a rental car. Due to the complete nightmare that we endured, and the fact that United could never get us back home to *****, I am seeking a full refund for the full cost of the round trip flight (to date, we have only received a refund for the return trip flight). In addition, I am seeking full reimbursement for the rental cars and hotel costs we incurred for the drive back home (to date, United has only reimbursed us for half of the total costs we incurred).

  Business Response

  Date: 07/25/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for a full reimbursement. I appreciate the opportunity to respond to your concerns.
  
  Thank you for taking the time to share your experience. We sincerely apologize for the extended disruption you and your family endured during your return trip from ****** to *****. We understand how deeply frustrating and exhausting it must have been to face multiple cancellations, long delays on the runway, and a lack of support during such a difficult situation.
  
  We recognize the significant impact this had on your family, including missed work, a birthday spent in transit, and the need to rent vehicles and drive home. This is certainly not the experience we aim to provide, and we deeply regret the inconvenience and distress caused.
  
  Regarding your request for full reimbursement of your round-trip flight and additional expenses:
  
  While we strive to support our customers during irregular operations, our maximum reimbursement for out-of-pocket expenses is $200 per passenger. Also, we've reviewed your case, and the compensation already issued to each member of your party is well above our standard guidelines. We understand this may not fully reflect the inconvenience you experienced, but it represents the highest level of support we are able to offer under our current policy.
  
  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.
  
  We truly appreciate your patience and understanding as a MileagePlus member, and we hope to have the opportunity to restore your confidence in United Airlines on a future journey.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23640268
  
  I am rejecting this response because my family relied upon United Airlines to get us to and from our destination.  United Airlines was not able to complete the round trip ticket.  Therefore I am asking that United please refund the entire cost of the round trip tickets, not just the return flight portion.  I would like a refund in the amount of $505.47 which is the remaining amount of the 3 round trip tickets that has not yet been refunded. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/29/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for a full refund. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry if my response added to your frustration.
  
  My intention was to apologize for your experience, and I regret if that wasn't conveyed in my previous email.
  After reviewing your request, we'd like to clarify that United Airlines is only able to process a refund for the unused portion of your ticket. While we understand your request for a full refund of the round-trip fare, our policy allows us to refund only the amount that remains unused or is eligible under the fare conditions of your ticket.
  
  We appreciate you taking the time to share your thoughts about our services.
  
  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: ***************

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23640268
  
  I would like an explanation as to why you are not refunding the full amount of $1,204 that I incurred for rental car and hotel to get me home from ****** to *****.  Why does your business policy have a limit of $200 per passenger?  I spent $1,204 to drive home and you gave me $600.  United was unable to get me home in one of its planes, so United should be responsible for the full $1,204 it took to get me home.  LET ME REPEAT:  United never provided a flight to get me home!!!  All of our flights were cancelled!!! United gave me no choice but to drive!!!  What about this is so hard to understand?  And why is United not taking full financial responsibility for its failure to get me home?  Please have someone from your management team get in touch with me.  I would like an explanation. 
  
  Sincerely,
  
  ******* ******