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

  3901 Mokulele Loop, #23 Lihue, HI 96766

• 

  United Airlines, Inc.

  Online Reservation Online Reservation, NJ 07003

• 

  United Airlines, Inc.

  5300 Riverside Dr Cleveland, OH 44135-3130

• 

  United Airlines, Inc.

  PO Box 6649 Chicago, IL 60606-0649

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:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled with my daughter on 1/12/23 on Ethiopian flight ET913 from ****** to *********. United conformation PB0J73. During check-in at the airport we were told we were not entitled to any baggage and couldn't travel with our bags. After 2 hours of phone calls, trying to express ourselves in English to French speaking people and running late for the flight, we had to pay for our 2 bags each out of pocket - (receipt attached). To make matters worse they didn't accept Credit Cards, only debit or cash and our ride to the airport has left to return to ***** (2 hours away). We struggled and called the bank to allow the debit card usage which was being rejected due to foreign usage. ******** and angry we barely made the flight, my worse experience ever flying. XAF275,200 x 2 ($452.18 x 2) $904.26. We booked our ticket via United rewards and were told by ******** (united partner) that United left out baggage assignment when they changed our flight after original booking. When we returned we called United and was told to file a complain for refund via their customer care portal which we did on1/24/23.- On 1/28 we received a message (case ID - **************** stating they do not pay for excess baggage. I called and explained to them that this wasn't excess bags just 2 FREE bags to which each international traveler is entitled to. My daughter and I had to pay for 4 bags total. We traveled with no free luggage.- After waiting for a month and receiving no response, I called then emailed again for an update on 3/10 but haven't heard from anyone. I am out of pocket $904.26 plus international debit card use fee. Worst customer service experience ever

  Business Response

  Date: 01/08/2024

  Advised the passenger to continue contacting ********* Airlines for the refund of their bag fees.

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought air line ticket from United airlines confirmation no. P39YRD from ******* to Onterio, ** (flight 211) for Saturday April 8, 2023. Paid in full with a free carry for this flighto on the ticket. When I was boarding they said that I have to pay $ 55 for carry on I had no choice to pay at that point.I would like to get my money back.and apologies for this mistake.This is such a cheap and untrustworthy company and I am so frustrated and unhappy customer who has been cheated and have a complaint against them and pursue further if this matter is not resolved Thanks BBB for helping me in this process.

  Business Response

  Date: 01/08/2024

  Had advised the customer that were unable to refund the baggage fee and will issue an ETC as a goodwill gesture.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew on United Airlines from *******, ** to ******, ** at the end of January, 2023. I believe the flight was on 1/21/23. I only took one flight with two additional charges, but I was double charged on my credit card. The following charges are on my credit card statement: * 1/18: United Airlines $35 and $218.90 * 1/19: United Airlines $14 and $14 (a second charge) and $263.20 * 1/20: United Airlines $35 (a second charge)I ask that the mistake be corrected with a refund of: $14, $35, and $263.20 to take away the double charges. As well as this I ask for any additional discounts the company might be able to offer to make up for this inconvenience and stress as well as because the flight was in duress as a disaster victim. I lost my home and most of my belongings as a result of the ******* Blizzard. I had no renters insurance, and the cost of staying in a hotel, getting this plane ticket, replacing daily belongings, etc. has crushed me financially, since I was unemployed when the crisis hit. I was forced to use a donated suitcase and take this flight to ** to sleep on my sister's foldout couch, since I had nowhere else to go, and most affordable housing in ******* was destroyed by collapsed roofs and burst pipes at this time. It was a nightmarish experience, and then to realize that I'd been double charged by United at such a tough time was additional stress. I am destitute from handling this crisis and need the refund and any additional discounts as soon as possible. Thank you.

  Business Response

  Date: 01/16/2024

  Had advised the passenger that there was no double charge on her account.

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am ?ling a complaint regarding United Airlines false advertisements of providing vegan meals.What I seek in ?ling this complaint, is con?rmation that United Airlines is no longer falsely advertising that they serve vegan meals, as well a review of United airlines adherence to their advertisement of providing special meals.I have previously attempted to communicate and achieve resolution with United airlines regarding this problem but have not received a commitment or con?rmation that the issue has been corrected.On two separate ?ights departing from ******, ********** to ******, *********** I was served what was advertised as Vegan (Strict) Vegetarian meals. The ?rst of two meal trays included butter containing dairy products, and the second tray included an Udis brand gluten free blueberry mu?n,which contains whole egg. After the ?rst time that I was served animal products on one of these ?ights I ?led a complaint via United Airlines customer care department and received an apology. On the second ?ight about a month later, I was served the exact same meal. I subsequently ?led a complaint after the second incident requesting that the issue of false advertising be resolved, and received no commitment that this would be done. I was just told that my complaint was being reviewed.Concerns arose for me after I spoke with sta? who informed me that these speci?c meals are used for a majority of special diet requests. While I cant verify this statement personally, the possibility that this is United Airlines practice means that there may be safety issues for customers who trust that United airlines will honor their advertisement to provide special meals. This should be investigated in order to prevent adverse events.In reviewing the customer interface when booking a ?ight with United Airlines, I can ?nd no indication when selecting a special meal that the selection may not be honored as advertised.

  Business Response

  Date: 01/05/2024

  Addressed the issue of false advertisements for vegan meals and expressed regret for the confusion caused. Assured the passenger that safety measures have been implemented to prevent similar occurrences in the future.

• Initial Complaint

  Date:04/16/2023

  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.

  Flight ticket purchase Friday 4/14 for 4/15 out of ****************** into ******. Flight was delayed by 12 hours, after which we spent the entire day getting delayed just to be told that our flight would be moved to today at ****a due to the crew having insufficient rest time. Today the flight was also delayed to which the pilot announced I cant say this has ever happened to us before where the flight will be traveling an extra hour south prior to heading back in the intended direction.

  Business Response

  Date: 01/10/2024

  Had issued $200 ETC as a goodwill gesture due to flight disruption. Had requested to send receipts for validation for any incurred out-of-pocket expenses.

• Initial Complaint

  Date:04/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an ETC from United for tickets I could not use during Covid. This ETC expires on 12/31/2023. The terms of the ETC indicate that a fee may apply to telephone reservations - therefore I transacted online when I booked tickets on Feb 26, ****. So they ushered me to a system that is flawed.The total cost for the 5 tickets I purchased were $9998.25. After entering the ETC Pin number, the correct amount of the credit which was$4,267.75 populated onscreen. The balance of $5730.50 was what I charged on my credit card. After submitting, the confirmation page showed the itemized transaction with the proper amounts for both the ETc and charge to credit card. I received an email confirmation following the transaction which again itemized the cost correctly and clearly indicated my credit card would be charged $5730.50. United charged my credit card $9998.25 and didn't apply the ETC.Despite multiple attempts at trying to rectify this with them via phone and email, they are refusing to apply the credit. They indicate that when the transaction posted on their side, the ETC was not applied. They are refusing to issue a refund to my credit card for the ETC amount, refusing to refund the trip or in any way help to rectify the situation. I don't understand why they are not honoring what they said they would nor understand how they have the right to charge my CC more than the amount indicated on both the confirmations. They suggest I use the ETC later - assuming I have the time and resources to do so . I would not have purchased these tickets if I thought I would be $9k out of pocket. My trip is coming up and I am unable to make arrangements because I don't know what is going to happen causing a lot of stress for me, as well as my extended family in my home country who is eagerly waiting to see me and meet my children. This has been a nightmare situation for me!

  Business Response

  Date: 01/08/2024

  Had advised that the ETC was refunded back to the original form of payment.

• Initial Complaint

  Date:04/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I NEED PARTIAL REFUND ** U HAVE DELAYED FLIGHT DUE TO OVERBOOKING..U CANT EVEN MANAGE UR SYSTEMS ..THATS NOT MY PROBLEM BY LAW DUE TO THIS I M ENTITLED TO REFUND..MY SON HAD EXAM AND U HAVE DELAYED FLIGHT BC U CANT EVEN CONTROL UR SYSTEMS PLS PROCEED WITH A PARTIAL REFUND OR I DISpUTE THIS WITH MY CRAEDIT CARD eTicket number: ************* CONF LNN032 I HAVE ALREADY DISPUTED 150 USD OF TEH FARE WITH MY CREADIT CARD... JUST BC U CANT EVEN CONTROL UR SYSTEM..THIS IS UNACCEPTABLE

  Business Response

  Date: 02/21/2024

  Hi *****, Thank you for your patience for the delayed response, as I only received your email from the Better Business Bureau my inbox today. We appreciate your understanding we received an unprecedented historically higher volume of messages; it's taking much longer to get back to all our customers I'm sorry to hear that ***** had a 50 minute delay on arrival into ****************** on April 16th. We know that your time is valuable and we're disappointed we couldn't get you to your destination sooner. ATC delays are frustrating for all those involved, and we're working to create a better recovery process to improve our dependability. We look forward to welcoming you on board again in the future, and providing you with a better travel experience. Regards, ******************** Case ID: ***************

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 19941985
  
  I am rejecting this response because:  NOTHING HAS BEEN SOLVED..I DONT GET WHY THEY REPLY WHEN NO ANSWER
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/27/2024

  Hello *****,

  I am sorry that you feel your concerns have not been addressed.

  We do not offer refunds on tickets that have been used.  We must respectfully decline your request for a refund as the ticket was used and therefore has no value.

  I have thoroughly reviewed the ticket and United Airlines flight 1878 from ********* to Chicao on April 14, 2023 departed ********* early at 0955 and arrived into ******* 23 minutes early at 1115. ***** seat assignment on this flight was 23D

  United Airlines flight 5671 from ******* to ********* 50 minutes late at 1050 on April 16, 2023  and arrived into ********* 67 minutes late at 1426.

  We have responded to your request and will consider this matter closed.  If you have any other travel related concerns on a different flight please let us know.

  We do not offer compensation for flight delays of 67 minutes.

  We appreciate your understanding in this matter.

  Tongae

  Customer ***************
  Case ID:  ***************

  
  
  By corresponding with United, you consent to United's processing of any personal information you provide, including any information considered sensitive under applicable privacy laws.  Your personal information may be processed in the United States.  Further information can be found in United's Privacy Policy.

   

• Initial Complaint

  Date:04/16/2023

  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.

  Flight 4/15/23. We were three passengers from ****** to ***. I am told there were 8 of us traveling from ****** to **********. Our flight to *** was one hour late. We missed our connection by 10min. This was not our fault, but Uniteds fault. The pilot on the flight from *** to ********** declined to wait 10min so we can make our connection. Today is orthodox Easter and we are spending it at the airport waiting for the next flight and additional 12 hours to our travel after a lot of scrambling. This would not have happened years ago when there was actual customer service. A little professionalism and a touch of humanity can go a long way. I would like the United pilot to be informed of the consequences of his actions and full refund of the expenses associated with the layover/ new bookings and an apology from the pilot.

  Business Response

  Date: 01/04/2024

  Acknowledged the concern of the passenger. Inform the passenger that we will be sending ETC ($100 )as a gesture of goodwill due to flight disruption.

• Initial Complaint

  Date:04/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/23/2023, UA130 flight from ****** to ****** was canceled since 1 electrical generator didn't work so we returned to the airport. **************** was atrocious. A handout had list of hotels to rebook ourselves but no rooms were available. Told us to rebook ourselves too. Waited so many hours. Finally got hotel room at ******.The next day United check-in terminal had my flight time of 7:40pm crossed out with a new time of 1:15pm but a rep told me this was wrong. After waiting hours for customer service to open, they rebooked me on another flight but with a bad middle seat.UA3024 finally got to ****** but it took time to exit the plane (my middle seat was at the very back 49K whereas the preferred seat I paid extra for was much closer to the front 34G so that would have saved time getting off). The line for Immigration was long. I also had to wait to recheck my suitcase. The unloading ramp was clogged b/c it took forever for new bags to come out (twice there was the sound of new bags coming at carousel 1 but none came so clearly a problem). Line for rechecking too. I hurried to the AirTran. I literally ran up the stairs with my heavy carry-on but the AirTrans doors already closed. At Terminal C, I ran with my bag to security but again a long line. I said my flight was leaving but had to wait. As soon as I got out, I ran full speed with my bag but it was impossible to make my connection.When I spoke to the ****** United reps, the lead ****************** said it was my fault I missed my connection so no hotel room. I explained the long lines, how I ran, how UA130 was canceled before but she didn't care. She was very rude. I said I'd have to sleep in the airport but her and her colleagues just snickered at me.Total travel time was supposed to be 18 hours but it ended up at like 60 hours b/c I got to KC 2 days later than I was supposed to. My flight back to ***** UA881 4/9 was also delayed 2.5 hrs due to break problems.I'd like a partial refund of my ticket price.

  Business Response

  Date: 01/16/2024

  Had advised to provide the receipt and we will check how much we are able to reimburse.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 19941246
  
  I am rejecting this response because: United Airlines replied and asked for a receipt (I don't know why since they should have the receipt and record themselves) but you guys only give 7 calendar days to respond, which isn't enough time whereas United got tons and tons of time... their response was what 8 or 9 months late and why do I have to sign in to read their reply... this system is not good and biased toward the company. Anyway, I want to send the receipt that United Airlines asked for. I've attached a pdf of the email receipt and the information is below as well.
  
  eTicket number: 0162463719074
  Confirmation number: E1EP0W
  
  Date of purchase: Sun, Feb 05, 2023
  
  Airfare: ******** JPY
  Equivalent Airfare: ****** USD
  **** Transportation Tax: ***** USD
  September 11th Security Fee: ***** USD
  **** APHIS User Fee: **** USD
  ***** ***************** Facilities Charge: ***** USD
  **** Customs User Fee: **** USD
  **** Immigration User Fee: **** USD
  International Tourist Tax: **** USD
  International Surcharge: ****** USD
  U.S. Passenger Facility Charge: ***** USD
  
  Total Per Passenger: ******* USD
  Total: ******* USD
  
  Additional Purchase Summary
  
  Date of purchase: Sun, Feb 05, 2023
  Preferred Zone Assignment (Reference Number: *************): ***** USD
  Total: ***** USD
  

  
  

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

  Business Response

  Date: 01/31/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have comments about complaint # ******** against us regarding your reimbursement request. 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're unable to 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.
  
  Regrettably, we cannot honor your request for a refund since the ticket has already been used and theres no value left.
  
  We completely understand the inconvenience youve experienced because of our flight delay and your misconnection. I noticed that my colleague already issued compensation to you in the form of an electronic travel certificate. It was issued on March 23, ****, and it is valid for one year from the issued date.
  
  After reviewing your experience again, as a gesture of goodwill, I'm going to email an additional electronic travel certificate which will arrive via email within the next few business days. You can use this certificate towards the purchase of any United or United Express flight within a year of the issue date.
  
  I understand this will not compensate your lost time; we sincerely apologize for any inconvenience caused and hope you understand our limitations.
  
  We hope you will give us another chance to provide a better experience on a future United flight. 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 Answer

  Date: 01/31/2024

   
  Complaint: 19941246
  
  I am rejecting this response because: the last response from them said they would consider how much to refund once they got a receipt then this is the total opposite. The issue is not just that my flight was canceled but they made it impossible for me to catch my connection and their customer service blamed me when I literally ran to try to catch my plane yet customs took forever, etc. Their service was just awful. I had to spend the night in the airport and my flight on the way back also had problems. This latest response obviously didnt read my full complaint. Clearly this airline has serious issues as you can see in the news and I will never fly with them again. Im also warning others. The ticket I bought said 19 hrs travel time when it was turned into a crazy long horrendous ordeal with awful service.
  
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 3, 2023, I purchased two first class tickets for myself, and my husband, ************************, to attend his daughter's wedding in ***** in April. The total cost for these tickets were $3354.80. The first segment of the flight was schedule from ****************, leaving 4/6, at 6am, Flight ****. Late evening, on April 5, We received a text from United "Flight UA**** from COS to ****** is delayed because your crew has not had sufficient off-duty/rest time. It now departs at 7:03am on April 6". We would miss our ****** to ***** flight schedule to depart 7:56am, UA356. I just want to be reimbursed (no flight credits) for the first class portion of our delayed flight from COS to DIA, Flight UA****. We had to make last minute transportation changes to get to ******. I had to pay extra. I also discovered the first United rep I spoke to (***), cancelled our COS to DIA flight, and not TELLING me, put us in Coach on another flite! I caught this online, shocked, and again, called United. The second rep put us back on our original ****** flight in first class, and told me to request a refund for the flight from COS to DIA. Well, when we were done with our travel, I attempted to apply for the refund, and was locked out several times, and United's web site, under my account, had NO RECORD of flight UA****, COS to DIA. I was in the twilight zone. I understand these things happen, I just want the fair amount credited to my credit card for this one segment. Thank you.

  Business Response

  Date: 02/20/2024

  *******, I'm sorry you're disappointed with our ticket prices. Airline fares are dynamic in nature and may vary based on the date/time of purchase. Since the charges for your ticket are correct, we are unable to honor your request. We thank you for your continued loyalty, as a valued MileagePlus member. Regards, ********************* Case ID: ***************