ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Itinerary number: P0NKTN My flight from LAX to EWR was delayed for 3+ hours on Saturday, while the airplane was dirty (not cleaned) as demonstrated in the pics I provided to the company, and my seat was facing backwards (I was forced to take this seat as the company changed the aircraft). My ticket was a business class ticket with $$$$ price. I requested a 100K miles refund from the company for the huge inconvenience but the company only offered 15K miles, which is disrespectful in my opinion given that I am a 1K member (highest status). I am looking for an additional 85K miles refund from the company. Thank you.

  Business response

  04/30/2024

  Hi **********************,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience for a trip to ****** on April 28, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was your experience. We will use this information to get better.
  
  I regret that our compensation offer didn't meet your expectations.
   
  I understand how frustrating the situation is. However, we've reached our maximum compensation amount for these circumstances. Despite our best efforts, I regret to inform you that we are unable to provide additional compensation.
   
  While I won't be able to honor your request on this issue, please know that I shared your feedback with the appropriate teams. We'll use your comments to review our procedures with your point of view in mind.
  
  We appreciate you as a Premier 1K member, and we hope your next journey with us is more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  04/30/2024

   
  Complaint: 21642056
  
  I am rejecting this response because the companys compensation is overwhelmingly insufficient given my experience during the flight with them.
  
  Sincerely,
  
  *******************************

  Business response

  04/30/2024

  Hi **********************,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us. I appreciate the opportunity to respond to your concerns.
  
  I'm very sorry, but we cannot agree on resolving this issue. While we wont be able to honor your request, please know that we genuinely value your feedback. Your comments are critical to us as we continuously work to improve everyones travel experience.
  
  With your feedback in mind, we'll make every effort to leave a better impression the next time you fly with us. I understand and greatly appreciate the loyalty youve shown us, and I hope our team gets the opportunity to welcome you on board another United flight very soon.
  
  As a valued Premier 1k member, we appreciate your business and look forward to welcoming you aboard your next United Airlines flight.
  
  Regards,  
  
  *******
  Customer Care
  Case ID ***************
  

  Customer response

  04/30/2024

   
  Complaint: 21642056
  
  I am rejecting this response because there is no resolution from the company's side. The customer service is very poor and unprofessional. I would not recommend this airline to anyone, they treat their top members extremely poorly.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When purchasing these tickets we selected "Economy Plus" for both flights and selected the seats that provided a little extra leg room and seat size. On both flights we were essentially seated behind the row we selected and therefore did not receive the upgrade we paid for.

  Business response

  04/30/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding the seat change that happened on your flight. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that your seat was changed on your flight last April 14, 2024, and April 19, 2024. Additionally, Im sorry for the confusion and miscommunication about the type of ticket that you have.
  
  While seat assignments are subject to change due to aircraft, schedule changes, or other unexpected circumstances, we understand how disappointing it is to not receive the seat you requested.
  
  Ive checked your record and can confirm that your ticket was in a regular economy cabin only, not in a premium one. Also, I am unable to locate any economy plus seat you purchased, a seat that offers an additional 5-inch legroom. Therefore, no refund is due.
  
  We want to be your airline of choice, and your honest and direct feedback matters. Please know that it has been shared with the appropriate teams.
  
  I hope this information is helpful to you. Thank you for choosing United and for your travel; we hope to see you aboard soon.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  04/30/2024

   
  Complaint: 21641339
  
  I am rejecting this response because:

  The attachments from the itinerary clearly state "Economy Plus" seats were reserved on 2/5/2024 for both flights identified in said itinerary, through Travelocity.

  The diagram my husband and I selected our seats from clearly showed seats with the paid for additional leg room

  Full refund for this upgrade that was not received is expected immediately

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

  Business response

  04/30/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your refund request for the trip from ****** on April 14, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that your seat assignment differed from the one you initially requested.
  
  While we do everything we can to honor your original preferences, we cannot guarantee seat assignments due to unpredictable operational changes. I acknowledge that you purchased the highest fare in Economy, and along with that, you are entitled to sit on our Economy Plus seat, which offers extra legroom.
  
  While I can't refund the fare, I'm pleased to send each of you an Electronic Travel Certificate as a goodwill gesture. This certificate can be used to purchase your next United or United Express flight, providing flexibility and convenience. You can expect to receive it via email in the next few business days.
  
  Your feedback is crucial to us. Through insights like yours, we can identify areas for improvement and enhance our services to meet your needs better.
  
  We are committed to learning from this experience and making necessary changes to ensure a more positive experience for you on your next trip. We sincerely hope you allow us this opportunity to serve you better.
  
  Regards,
  
  ******
  Customer Care
  Case ID: ***************
  

  Customer response

  04/30/2024

   
  Complaint: 21641339
  
  I am rejecting this response because:

  I paid for something I didn't receive and expect a full refund for the error made by United.

  We do not travel frequently so this is an empty gesture that only United benefits from.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to address a concerning experience with United Airlines. Last summer, I had a return flight booked from **** to *** for August 10, 2023, which I had to cancel due to a family emergency. Despite assurances from a United representative about receiving a future flight credit, I encountered significant difficulties in using it.Despite being informed about the availability of the future flight credit, I have been unable to locate it within my United account or app. Furthermore, when contacting customer service for assistance, I was provided with conflicting information and an inability to provide a precise value for the credit.After persistent inquiries, I was finally provided with an approximate value of $1020.75 for the credit, which is roughly half of the original ticket price. However, my attempts to use this credit for a new booking were thwarted by the system, which added an exorbitant additional charge of $3310 on top of a $224 ticket, citing a change in the original route.Furthermore, upon seeking clarification on the terms and conditions of the flight credit, a supervisor in reservations informed me that it can only be utilized for a specific route (NAP to EWR) within 12 months of the original outbound travel date, July 29, 2024. This limitation was never disclosed to me previously and is not clearly outlined in Uniteds policy.This lack of transparency, coupled with arbitrary restrictions and inflated pricing, is deeply concerning and has left me feeling deceived and exploited as a customer. I urge ********************** to rectify this situation promptly by providing clear and accurate information regarding the terms and conditions of the flight credit, ensuring equitable pricing for bookings made with the credit, and offering adequate compensation for the inconvenience and frustration caused.Thank you for your attention and assistance with this matter.

  Business response

  04/29/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your partially used ticket for a trip from ****** to ****** on August 10, 2023. 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. Im sorry to hear that were unable to disclose the terms and conditions of the partially used ticket to you. I apologize for any inconvenience this may have caused you.
  
  Since your ticket is partially used, please be advised that, as per our ticket terms and conditions, travel must be completed within one year from the date you took the outbound flight and in the same destination city (NAP-EWR). When rebooking the flight, you can use the same booking number, and any applicable fees may apply. The price of the ticket will depend on flight availability.
  
  While were unable to provide a refund since it is a non-refundable ticket, I know your time is valuable, and I want to make things better. I will send you an Electronic Travel Certificate (ETC) as a goodwill gesture. This certificate can be used toward future travel on United, United Express, and our partner airlines' flights. Details of the ETC will arrive in a separate email within the next few business days.
   
  We 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 response

  04/29/2024

   
  Complaint: ********
  
  I am rejecting this response because it fails to sufficiently address the fundamental issue of United's omission in disclosing the terms and conditions linked to my partially utilized ticket.. Thank you for forwarding United Airlines response regarding my complaint #********. I appreciate the efforts made to address my concerns; however, I must express my continued dissatisfaction with the resolution provided.
  
  While I acknowledge the goodwill gesture of a $100 Electronic Travel Certificate (ETC), it does not adequately address the core issue of Uniteds failure to disclose the terms and conditions associated with my partially used ticket. As stated in my initial complaint, I had estimated a future flight credit of $1020.75 for my return flight, and Uniteds response neither clarifies nor justifies the significant discrepancy between the promised credit and the offered compensation.
  
  Furthermore, I am disappointed by Uniteds inability to provide transparency regarding the terms and conditions of the flight credit. Despite repeated requests, the airline has failed to furnish documentation outlining the specific conditions governing the use of the credit, leaving me without clarity on how to proceed with its redemption.
  
  It is deeply concerning that United Airlines appears to be entrapping customers by withholding crucial information regarding the terms of the flight credit. During my previous interactions with customer service, there was no indication that I would be obligated to book a return flight specifically from ****** to ****** within a limited timeframe. As a resident outside of *****, it is unreasonable to expect me to fulfill such conditions, especially considering the circumstances necessitating my return to the United States for my uncles burial arrangements. Furthermore, the route from **** to ***, which I ultimately had to book with Delta, is not offered by United Airlines, further complicating the situation.
  
  In light of these concerns, I respectfully request that United Airlines provide detailed information regarding the terms and conditions of the flight credit in question. Additionally, I urge the airline to reconsider its resolution and offer a more equitable compensation reflective of the estimated value of the unused portion of my ticket and the inconvenience and distress caused by Uniteds dishonest business practices.
  

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

  Business response

  04/30/2024

  Hi ******,  
  
  The Better Business Bureau notified United Airlines that you have filed an additional ******** complaint against us. I appreciate the opportunity to respond to your concerns.  
  
  I sincerely apologize for all the inconvenience youve experienced regarding the travel credit that you have. I understand your frustration with the lack of clarity surrounding the redemption process for your flight credit.
  
  Please understand that for all partially used tickets, our refunds department recalculates the remaining value of the ticket. Therefore, the remaining value of the ticket will be valid for one year from the outbound flight.
  
  As much as I would love to provide detailed terms and conditions for the partially used ticket, it is an internal note only. If you cancel your ticket with our agent, these terms and conditions must be disclosed. If you cancel it through an app or website, it will be displayed on the screen.
  
  However, our refunds department sent you details about your flight credit on August 12, 2023, informing you that you must use the flight credit within 12 months from the outbound flight, and a possible fare difference may apply.
  
  I want to assure you that we value your feedback and take your concerns very seriously. I apologize for any confusion or inconvenience this may have caused you.
  
  I'm sorry that the compensation we offered wasnt met. I won't be able to honor your request for further compensation; please know that I shared your feedback with the appropriate teams.
  
  We're committed to making United your carrier of choice, and we appreciate you reaching out.
  
  To achieve that goal and provide stellar service, we'll continue to focus on areas of improvement, review our policies, and adjust them as needed. We're listening to our passengers now more than ever, and your feedback is heard and appreciated.
  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you aboard your next United Airlines flight.
  
  Regards,  
  
  *******
  Customer Care
  Case ID ***************
  

  Customer response

  04/30/2024

   
  Complaint: 21637571
  
  Im rejecting this response because United Airlines explanation fails to address the central issue of their failure to disclose crucial terms and conditions associated with my partially used ticket. Despite their assertion that these terms are internal, there is no evidence or policy shared internally about the restriction requiring the same outbound and inbound flight. This lack of transparency raises serious concerns about the fairness and consistency of Uniteds practices.
  
  Furthermore, Uniteds communication regarding the use of the flight credit has been misleading and inconsistent. The message I received from United Refunds on August 12, 2023, failed to adequately inform me of the magnitude of the service charge and fare difference that would be applied. This lack of transparency gave me the impression that I would only need to pay the excess of the ticket price above the unused flight credit, as has been the case with Uniteds future flight credits in the past.
  
  The exorbitant additional charges imposed by United, amounting to $3310 on a $224 economy ticket when attempting to use my estimated $1020.75 flight credit, are unjustifiable and indicative of dishonest business practices. It is deeply concerning that United appears to be taking advantage of customers in vulnerable situations, such as myself, who have experienced unforeseen circumstances requiring changes to their travel plans.
  
  Furthermore, Uniteds inconsistent responses and explanations from customer support only compound the issue, highlighting a lack of clarity and accountability within the company. It is shocking to discover that United does not have a consistent approach to dealing with these matters, as evidenced by reports on social media platforms like Reddit, where others have fallen victim to similar unfair treatment. It appears that only some individuals receive the full value of their flight credit via Electronic Travel Certificate (ETC) if the agent or supervisor feels sympathy for them, further indicating the arbitrary nature of Uniteds handling of these cases.
  
  Moreover, its astonishing that United seems unconcerned about the reputational risk that these practices expose their company to. By failing to address and rectify these issues in a transparent and equitable manner, United jeopardizes the trust and loyalty of its customers.
  
  In light of these concerns, I respectfully request that the Better Business Bureau escalate this matter with United Airlines to ensure a fair and equitable resolution. I urge United to honor their commitment to customer satisfaction by offering me the future flight credit or Electronic Travel Certificate (ETC) for the estimated value of my ticket, $1020.75, without further delay.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I changed flight for my parents (confirmation number EHLL4E). I made this change with an agent over the chat on April 15 and was told that I can change the flight to Friday (April 19) for additional charges of $191.40 all together for both the passengers. I approved 191.40$ on the link sent by the agent. I could see this charge posted on my citi bank credit card statement after doing this transaction on April 15. On April 19, I saw that two transactions were posted on my account for the amounts of 1557$ for each passenger. I never approved this amount. This chat happened on Monday April 15th around 7-8am. I do have some screenshots of the chat but not exactly that screenshot where it says the amount.

  Business response

  04/29/2024

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.
  
  I am sorry to hear about the ticketing discrepancy when you recently exchanged your parents' tickets. Generally, when tickets are exchanged, additional fees may apply and are disclosed during ticketing.
  
  Unfortunately, we won't be able to help through email because your ticket involves future travel. To assist passengers further, please get in touch with our *********************** at **************. A highly trained agent will gladly help you with your travel needs.
  
  I apologize for any inconvenience and confusion this may have caused you, and we appreciate your understanding.
  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you aboard your next United Airlines flight.
  
  Regards,
  
  Jodel
  Customer Care
  Case ID: ***************

  Customer response

  04/29/2024

   
  Complaint: 21633992
  
  I am rejecting this response because: the charges that were made are for the departure flight that has been completed on April 19.  I never approved the charges that were posted on my account.  My credit card has already been deducted by this large amount.  I was told by United that the chat transcript is saved for each booking.  Since the change in ticket happened on chat, I would like to request chat transcript for the reservation EHLL4E that happened on April 15. I am attaching just 2 screenshots of this and would like to see the whole transcript of this chat.
  
  Sincerely,
  
  *************************

  Business response

  04/30/2024

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding the difference in fare when you exchanged the reservation under confirmation number EHLL4E. I appreciate the opportunity to respond to your concerns.
  
  I apologize for the miscommunication you had with one of our team members. I have already taken steps to address this issue with our internal teams so they can follow up and review it with the employee.
   
  I understand your frustration about the fare difference collected when you changed your parents ticket, and I'm sorry for any confusion or inconvenience caused.
   
  This wasn't the experience we wanted you to have, and we regret that we couldn't better meet your expectations. When changing your ticket, United does not charge any penalties. However, you will pay for the difference in fares if the new flight you wish to book costs more than the one you've already reserved. I regret to inform you that since it was a voluntary change, I am unable to request a refund for the fare difference we collected when you exchanged your ticket.
   
  We understand that this may not be the answer you were hoping for, and we apologize for any inconvenience this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.
   
  We look forward to welcoming you on board your next United Airlines flight.
  
  Regards,
  
  *******
  Customer Care
  Case ID: ***************
  

  Customer response

  04/30/2024

   
  Complaint: 21633992
  
  I am rejecting this response because: how can I be charged for the amount that I never approved.  I understand that I need to pay the fare difference and the amount i was told was 95.70$ per ticket but I was charged 1577$ per ticket.  I need proof of the chat that says that I approved this amount.  I am not left with any option but to post this on the social media.
  

  I am adding some pictures of the chat that clearly says that I was not willing to spend lot of money.  I was told by United rep that you have record of all the chats.  I would like to request full transcript of these chats.

  
  Sincerely,
  
  *************************, PhD

  Professor, ***************** of ************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024 we cancelled a UA flight scheduled to depart 4/17/2024 (conf #BJ4N4R). The original itinerary had been changed by UA and the flight confirmation page clearly stated that as such we were eligible for a refund. I called UA customer service and they agreed and stated that the refund would be credited to the original credit card used for the purchase within 7-14 days. After a month and three additional calls to UA, the story changed and they now stated that because the original ticket had been purchased with a flight certificate we are only due flight credit. This is untrue. We purchased the tickets using my UA Chase credit card. The credit card statement indicating the charge for the two tickets is attached. My suspicion is that somehow as they were attempting to issue the refund that one of agents mistakenly switched the refund to a credit. I believe that this happened since one of the agents had difficulty processing the refund, seemed confused and put me on hold several times.

  Business response

  04/26/2024

  Hi ******,
  
  The Better Business Bureau has let United Airlines know that you have additional comments about complaint # ******** against us regarding your refund request for the trip from ******** on April 17, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry for the confusion and miscommunication.
  
  I've checked the recent reservation you provided. Your flight under BJ4N4R was purchased with a flight credit from your flight under DEB2S2 and DMJX07, issued on August 13, 2023, with a **** ending in 6554. Therefore, the original form of payment for your flight under BJ4N4R was a travel certificate, which is non-refundable.
  
  While I can't process a refund back to the original form of payment, your feedback is crucial to us. Through insights like yours, we can identify areas for improvement and enhance our services to meet your needs better.
  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you aboard your next United Airlines flight.
  
  Regards,
  
  ******
  Customer Care
  Case ID: ***************

  Customer response

  04/26/2024

   
  Complaint: 21629824
  
  I am rejecting this response because:
  The on-line reservation cancellation option clearly stated we were eligible for a refund. The customer service agent we spoke to by phone on 3/18/24 agreed.
  Sincerely,
  
  *********************

  Business response

  04/29/2024

  Hi ******,
  
  The Better Business Bureau has let United Airlines know that you have additional comments about complaint # ******** against us regarding your refund request for the trip from ******** on April 17, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry for your disappointment and want to explain how the decision was made.
  
  I truly understand the situation. A schedule change happened on your reservation. However, the original mode of payment you used to purchase the ticket was travel credits. You're eligible for a refund to your credit card if you originally purchased your recent reservation under BJ4N4R with a credit card. The value of this credit came from a canceled flight that was supposed to arrive in **********
  
  I understand that the nonrefundable fare policy needs to be clarified. In simple terms, passengers must fly all segments in the order they appear or cancel before departure to obtain the remainder as a flight credit. Any leftover credit would need to be used within a year from the original date of purchase. I hope this clears up any questions you have.
  
  While we wont be able to honor your request, please know that we genuinely value your feedback. Your comments are critical to us as we continuously work to improve everyones travel experience.
  
  With your feedback in mind, we'll make every effort to leave a better impression the next time you fly with us. I understand and greatly appreciate the loyalty youve shown us, and I hope our team gets the opportunity to welcome you on board another United flight very soon.
  
  Regards,
  
  ******
  Customer Care
  Case ID: ***************

  Customer response

  04/29/2024

   
  Complaint: 21629824
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nightmare trip flying from **********-*********** (GSP) to ****** (PIA) in January of 2024 consisted of delays, cancellations, mechanical problems and incompetence of an airline. Our original trip was January 19 departure with a return on January 22. We did not arrive home until January ******************************************************** ******* due to the airlines incompetence. Then, we had to change airlines and ended up having to have someone pick us up in *********, ** because the flight was late leaving ******* and we would have missed our connection. All of the details are in the attachment. The attached letter was also sent to United Airlines via certified mail. The letter was received by United Airlines. The tracking information of the letter is also attached.

  Business response

  04/29/2024

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your request for compensation due to flight disruptions. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry to learn that your trip with us didn't go as planned due to a flight delay on your outbound flight and a cancellation on your return flight. It's incredibly disheartening when incompetence disrupts what should have been a smooth journey. Your disappointment and anger are completely understandable, given the fact that you had issues with your baggage as well.
  
  Cancelling flights is not our ideal choice, and we know it can cause disruptions for you and other passengers. Safety is always our top priority. If we're unable to resolve an issue before departure, we may need to cancel the flight. It's always our goal to deliver a comfortable and reliable trip, and we apologize for not meeting these expectations.
  
  I can definitely understand that you're frustrated, so I'm sending you and **** an electronic travel certificate each as a gesture of goodwill. You can use this certificate to purchase your next United or United Express flight. It will arrive via email in the next few business days.
  
  We're always working to deliver a positive travel experience and will continue to improve with your feedback.
  
  We hope to regain your trust and provide the service you deserve on your next journey. Thank you for your business with United as a MileagePlus member.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  04/29/2024

   
  Complaint: 21629641
  
  I am rejecting this response because:  I don't want a credit for a "future" trip because chances are very good that I will never fly this airline again.  $200 is a slap in the face based on the h*** I was put through for 2 days, not to mention the delay in the beginning.  I had to get someone to pick us up in ********* to avoid another day of delayed arrival to GSP.  I lost wages because I was not able to go to work due to their negligence.  
  
  Sincerely,
  
  *********************

  Business response

  04/30/2024

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your compensation request for the trip from ******* on January 19, 2024.  I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that the compensation we offered didn't meet your expectations.
  
  While I won't be able to honor your request for further compensation, please know that I shared your feedback with the appropriate teams.
  
  We appreciate your business and look forward to providing you with the service you deserve on a future United flight.
  
  Kind Regards,
  
  Shai
  Customer Care
  Case ID: ***************

  Customer response

  04/30/2024

   
  Complaint: 21629641
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I PAID 100 FOR A LUGGAGE TO BE PUIT ON A FLIGHT ON MAR 25, AND IT WAS NOT EVEN SCANNED TILL SEVERAL HOIURS LATER. I WEENT TO AIRPORT AT UNITED AND THEY TOLD ME TO APPLY FOR REFUNSD. ON UNITED SITE I COULD NOYT SEE ANYWJERE WHERE TO APPLY , SO I DID IT TO MY BANK. THEN UNITED CAME AND TOLD COMPLETELY DIFFERENT THINGS TO MY BANK. THEN WHAT WAS TOLD TO ME

  Business response

  04/26/2024

  HiAdela,  
  
  The Better Business Bureau has notified United Airlines that you have filed a complaint, ********, against us. I appreciate the opportunity to respond to your concerns.  
  
  Thanks for reaching out to our team. I'm working to help, but I still need some details and need to review your request.
  
  When you have the chance, please reply to this email with the information outlined below:
  
  Confirmation number:
  
  Flight date (mm/dd/yy):
  
  Origin & destination:
  
  Flight number:
  
  Baggage transaction number:(13-digit number on your credit card statement)
  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you aboard your next United Airlines flight.
  
  Regards,  
  
  *******
  Customer Care
  Case ID ***************
  

  Customer response

  04/26/2024

   
  Complaint: 21629147
  
  I am rejecting this response because:  CONTACT ME BY PHINE AT ********** ABOUT ALL THESE DETAILS

  I WENT TO AIRPORT AND AGENT TOLD MWE TO APPLY FOR REFUND..I PAID FOR ALL OF THESE

  THIS IS PAST FLIGHT..THE APP DOIES NOT SHOW ANY OF THESE  NOW 

  my son travveled and i paid for these!!!

  UA2496 IAH to LGA Mar 25, in app i cannot see baggage ref number 
  
  Sincerely,
  
  ***************************

  Business response

  04/30/2024

  Dear ********************:

  The Better Business Bureau has shared your information with United Airlines ************************ in regard to your BBB case #********.  Your case just arrived this week from the BBB. I hope this correspondence finds you well.
  
  I'm sorry to read about your son's baggage incident that your reported when he traveled with us from  ******* to **********/******** on March 25,2024.
  
  Our ************************* (BRC) handles all baggage related concerns and they'll be happy to assist. I've forwarded your message to them, and they'll be contacting you to address your concerns.  Thank you for your patience and understanding. 
  
  Should you have any questions about your baggage claim,you may contact them at the ********************************* at its 24-hour,seven-day-a-week, toll-free number (available in the U.S. and ******):1-800-335-BAGS ***************). If you are outside of the U.S. and ******, please call **************. Please provide them with your bag file number: LGA11632M.
  
  We appreciate your business and hope your next trip with us will be the experience you deserve, as we continue working to improve and earn your trust on United.
  

  Kind regards,
  
  Leyly *****
  United Airlines
  Customer Care Management
  Case ID: ***************

  Customer response

  04/30/2024

   
  Complaint: 21629147
  
  I am rejecting this response because: ok, once we get the travel credit promised by email, please come here and i will accept your response..but first we need to get the travel credit.

  send the travel credit and come here again and i will accept that
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had United Airline credit that was set to expire 12/31/2023 linked to ****************** email address & Confirmation # G6T3TK. I unsuccessfully tried to use my credit December 2023 due to United system not finding my credit. to book a flight to ****** to go see my critically ill sister I called their help desk and they gave me a hard time explaining what was going on. I called again in January, initially with no confirmation number and the Rep stated that they don't have a record of credit being issued to me at all. I challenged her on this and provided the the confirmation # and only then did she say she found it. She stated that she was able to get my credits back and could book a flight for me on the spot. I informed her that I don't have a flight to book right away because I had no way of knowing how things were going to play out with my sisters health. She told me that was fine, credit will be there when I am ready to use it. I went in when I was ready to book my return flight but my credit was still not there. I called again, United Rep gave me the run around saying I was never issued credit until it was mysteriously found. She reviewed everything, put me on hold to talk to her supervisor about how getting my credit back and she told me it will be available after 24 hrs. its been a couple of weeks now and I still don't have my credit. Dealing with United, getting the run around and false promises, and tending to my ill sisters is just a lot. I am asking for your help getting this done since United Airlines continues to fail me.

  Business response

  04/25/2024

  Hi *******,  
  
  The Better Business Bureau has notified United Airlines that you have filed a complaint, ********, against us. I appreciate the opportunity to respond to your concerns.  
  
  After careful research, I discovered that your credit has already expired. I know it wasn't your intention to let it expire, but unfortunately, we can't extend or reissue your ticket.
  
  Please understand that a credit is only valid for one year. However, because of the pandemic, we have already made an exception and extended the credit until December 2023. Therefore, no further exception will be granted.
  
  I understand this may not be the answer you were hoping for, but please know that we're doing everything possible to assist you within our policies and guidelines.
  
  I apologize for any confusion or incorrect information that you received from our reservation desk. There may have been a misunderstanding or error in communication.
  
  Rest assured that I will share your feedback with the appropriate teams so we can work toward improving the services and communications we provide to our passengers.
  
  Since we cannot reissue the expired ticket, I will send you a $200 electronic travel certificate as a goodwill gesture. You can use this certificate to purchase your next United or United Express flight, and it will arrive via email in the next few business days.
  
  Please understand that we dont usually provide a credit in this situation; however, I made an exception due to your overall experience.
  
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you aboard your next United Airlines flight.
  
  Regards,  
  
  *******
  Customer Care
  Case ID ***************
  

  Customer response

  04/25/2024

   Complaint: 21624994
  
  I am rejecting this response because: 

  I tried to use my credit before it expired. You can review all my calls to your customer service department. Not only that, subsequent conversations I had with your representatives confirmed credit would be reinstated, but it never was on both occasions.
  
  Your response ignores this and you continue to fail me. You cant just walk away with my money because your system failed. Not only that, you are not taking ownership and falling through on the conversations I had with your reps. I will not allow you to take advantage of me by hiding behind corporate talk that makes it sound like I missed the expiration date. 
  
  Its unconscionable of you to allow corporate greed disguised as applying terms and conditions yet youre choosing to ignore the fact that I reported issues redeeming my credit before it expired. I am taking care of my ailing sister and you are robbing me of monies we need for transportation. 

  Sincerely,
  
  S. Muteswa

  Business response

  04/26/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your travel credit issued on March 20, 2020. I appreciate the opportunity to respond to your concerns.
  
  I hope this letter finds you well. We deeply understand the challenging situation you are currently facing with caring for your sister, and we genuinely empathize with your circumstances. However, we regret to inform you that we are unable to reinstate the expired travel credit in this instance.
  
  We sincerely apologize for any inconvenience this may cause you and acknowledge that it is a challenging time for you. Unfortunately, our company policy regarding expired travel credit is strict, and we cannot make any exceptions.
  
  While I cannot fulfill what you initially requested, I've reviewed your situation again and want to make things right. I will send an additional electronic travel certificate to use toward the purchase of a future trip, and it will arrive via email within the next few business days.
  
  Your feedback is crucial to us. Through insights like yours, we can identify areas for improvement and enhance our services to meet your needs better.
  
  We value you as a loyal customer and appreciate your understanding and cooperation.
  
  Regards,
  
  ******
  Customer Care
  Case ID: ***************

  Customer response

  04/26/2024

   
  Complaint: 21624994
  
  I am rejecting this response because:

  why are not addressing the fact that I reached out to you before my credit expired informing you of the issues I was having redeeming it? Not only that, calls with your representatives who claimed to have fixed the issue?

  I cant keep going back and forth with you over this because youre clearly more concerned about keeping my money vs. holding yourself accountable and public relations. I am trying to resolve this privately.

  Sincerely,
  
  S Muteswa

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  For my confirmation United Airlines Flight C9Y752 leaving from ********* to ***, this was cancelled and due to this I had to drive all the way back to **. So frustrating. They never refunded me or anything and I was never able to take another flight. I had to get back to make it to a very important case for work (I am a lawyer). Please refund me (not credit but REFUND) for this flight. Thank you. This is for the tickets for ******************************* and ************************* on April 14, 2024.

  Business response

  04/25/2024

  Hi *******,  
  
  The Better Business Bureau has notified United Airlines that you have filed a complaint, ********, against us. I appreciate the opportunity to respond to your concerns.  
  
  I'm sorry we canceled your flight. Safety is always our top priority, and if we cannot resolve an issue before departure, we may need to cancel the flight.
  
  Cancelling flights is not our ideal choice, and we know it can cause disruptions for you and other passengers.
  
  Upon review, ******* was able to take the flight. Therefore, I will request a refund on your behalf.
  
  I requested a refund on your behalf. Your refund request number is ********. The file has been sent to Refunds for their review, and they will contact you directly in due course.
   
  If you have questions or inquiries regarding your refund, please contact our refund department at ************** or refunds.
  
  We appreciate your business and look forward to welcoming you aboard your next United Airlines flight.
  
  Regards,  
  
  *******
  Customer Care
  Case ID ***************
  

  Customer response

  04/25/2024

   
  Complaint: 21622197
  
  I am rejecting this response because:

  I need to know how much the refund is and when it is processed  

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

  Business response

  04/25/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding the refund request. I appreciate the opportunity to respond to your concerns.
  
  Thank you for reaching out to us. We want to inform you that we have received your concern about your refund, which has been successfully submitted to our refund team. They will be reviewing your request and reaching out to you via email with an update on the status of your refund and amount.
  
  We appreciate your patience and understanding as we work to resolve this matter for you. If you have any further questions or concerns, please feel free to contact us.
  
  Thank you for choosing United Airlines.
  
  Regards,
  
  ****
  Customer Care
  Case ID: ***************

  Customer response

  04/25/2024

   
  Complaint: 21622197
  
  I am rejecting this response because:

  This is more so for more information so please do not close this. I noticed you said ************************* took the flight. ************************* did NOT take the flight either. It was cancelled. He rode back with me as well. Please refund for the entire flight, not just *******************************. Thank you! 

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

  Business response

  04/26/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for a refund for Daquanes ticket.  I appreciate the opportunity to respond to your concerns.
  
  I'm sorry if our responses added to your frustration. Additionally, we apologize for the miscommunication. It's never our intention to advise our passengers incorrectly.
  
  Our intention was to apologize for your experience, and I regret if that wasn't conveyed in our previous email.
  
  As a reliable airline, Ive created another refund request for Daquanes unused ticket.The file has been sent to our ****************** for their review, and they will contact you directly in due course. Our processing time usually takes 7-14 business days, and his request number is ********.
  
  We appreciate you taking the time to share your thoughts about our service, and we are looking forward to seeing you aboard your next flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  04/26/2024

   
  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

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There were many problem with the handling of the flight 3/31/2024 DEN-***, but the summary of the situation is that there were multiple delays, a diversion to the wrong country, and a flight cancellation involved. The gate agent in ****** went over alternative ground transportation options with the passengers affected and advised us that United would cover in-full the costs involved. I verified the total with that gate agent who stated that yes, United would cover the full amount of the car rental, tolls, and including the flight leg from NCE-***. I've been in contact with United for over a week at this point and they still refuse to even reimburse the full amount for the car rental. They are telling us that they will not uphold the promises made by their representative and that they've made their "final offer".

  Customer response

  04/23/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************

*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. ↩