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 @ Hartsfield

  PO Box 20949 Atlanta, GA 30320-0949

• 

  United Airlines (Headquarters)

  3519 SW 2nd Ave STE 3 Fort Lauderdale, FL 33315-3615

• 

  United Airlines

  1100 Jet Port Rd Myrtle Beach, SC 29577-4201

• 

  Continental Airlines

  100 Terminal Dr Avoca, PA 18641-2224

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:04/21/2025

  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 cancelled our flight from ******* to ***** on 12/26/2024 after waiting for many hours in the airport. Many flights were leaving *** in ******* and many flights were landing in *****. This was a United issue with our flight, plain and simple. After spending the entire day in the airport and after United delayed our flight many many times for many many hours, they ultimately cancelled our flight (and did not provide a reason) and we had to go home. Because it was the holidays, the next several days of flights were fully booked. So, we had to fly to ****** and drive to *****. This cost us a rental car from ****** (which was at a premium because there were very few cars left), resulted in additional flight costs, and we lost our 1st hotel night because it was non-refundable. We submitted a reimbursement request to United, and while they admitted to their flight cancellation, they refused to pay us a cent for our out-of-pocket costs which were due to them. They cited "weather issues". It is well documented and pure facts that many flights were able to leave *** in ******* and land in *****, *** This had NOTHING to do with weather, and EVERYTHING to do with United. We even called the ************* while we were waiting in the airport during all of the UNITED delays and the ************* said plenty of flights were landing that day. And, we personally watched plenty of flights leave *******. This is UNITED acting poorly and fraudulently and not standing behind its product and service because they want to save money, at the expense of their customers. We expect a full refund and will not be satisfied until we get that full refund.

  Business Response

  Date: 04/23/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your flight experience and reimbursement request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was the experience. We will use this information to get better.
  
  We sincerely apologize for the significant disruption to your travel plans on December 26, 2024, and the subsequent inconvenience you experienced. We understand your frustration with the cancellation of your flight from ******* to ***** and the cascading effects it had on your holiday travel.
  
  We take your concerns very seriously and appreciate you bringing this matter to our attention. While we strive to operate our flights as scheduled, there are times when circumstances beyond our control lead to disruptions. However, we acknowledge that our communication and handling of the situation fell short of your expectations and our own standards.
  
  I researched the details of the flight, and because the flight UA5312 from ******* to ***** on December 26, 2024, was canceled due to extreme weather, which is considered an event outside of Uniteds control, it is not eligible for compensation. However, we appreciate you as a Premier 1K member, so I am going to send each of you an electronic travel certificate as a goodwill gesture. You can use this certificate to purchase your next United, United Express, and our partner airlines' flight. It will arrive via email in the next few business days.
  
  As a Premier 1K member, you qualify for reimbursement of meals, hotel, and ground transportation expenses due to uncontrollable events. However, after careful review, we regret to inform you that we cannot reimburse the car rental cost. The refundable portion of your unused ticket must be deducted to offset the car rental expense, leaving no remaining amount eligible for reimbursement. Our policy allows for up to $300 per passenger for car rental reimbursement in specific cases, with the requirement that the vehicle be returned within ***** hours. Additional rental days are not covered by our reimbursement policy.
  
  We can confirm that the unused flight segment was refunded on April 21, 2025, for $653.16 per passenger. This refund should appear on your account ending in 4003 within seven business days.
  
  Additionally, we don't offer compensation or reimbursement for pre-arranged expenses, such as hotel accommodations at your destination, special events, ground transportation, inconvenience, or loss of time.
  
  Furthermore, your initial booking shows that United waived any fees when rescheduling your flight to December 27, 2024. However, by acquiring a new ticket with confirmation number B3ZX30, youve incurred charges for this additional fare. To prevent unnecessary expenses, we recommend using your original ticket for rebooking rather than purchasing a separate one. Since we were able to confirm you completed your travel and your new ticket is fully used, you are not eligible for a refund.
  
  While I'm not able to fulfill your request on this issue, please know that I shared the feedback with the appropriate teams. We'll use your comments as we review our procedures going forward.
  
  We appreciate you as a Premier 1K member, and we hope the next journey with us is more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23234078
  
  I am rejecting this response because:  I expect a full refund.  Weather was not a factor in our flight cancellation...we know for a fact that planes were taking off from IAH ******* and planes were landing in ************* all day on 12/26.  We expect a full refund.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/23/2025

  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.
  
  We sincerely apologize for the inconvenience caused by your flight cancellation. We understand your frustration and appreciate your taking the time to provide additional information about your situation.
  
  We acknowledge your statement that aircraft were operating at both *** and Aspen on 12/26. However, its important to note that flight operations can be affected by various factors beyond just local weather conditions, including air traffic control constraints.
  
  Regarding your refund request, we apologize for any miscommunication about the reason for the cancellation. Our records indicate that while there was an initial delay related to Air Traffic Control, the ultimate cancellation was due to weather conditions. Please be advised that we strictly followed Air Traffic Control and weather advisories prior to a flight delay or flight cancellation.
  
  While we understand your request for a full refund, however,  our standard policy is to refund only unused portions of tickets.
  
  We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23234078
  
  I am rejecting this response because:
  

  I don't appreciate United's stance on this.  The fact that United's stance has how changed to air traffic control proves United was not and has not been transparent and accurate as to what caused my flight cancellation.  It is unacceptable and unfathomable that United will not refund my out-of-pocket expenses due to United's fault on the flight cancellation.  Other airlines were taking off from *** and landing in ******  This is a purely United issue and United keeps changing the story as to why the flight was cancelled, which shows that it's United's fault yet they don't take ownership of this.

  I will remain unsatisfied until I get a full refund for my out of pocket expenses.  I am willing to accept that full refund in future flight credits, if that helps United change their stance and get over this hump.  Furthermore, my loyalty to United, given my YEARS of *************** and Premier 1K status should factor into United's decision to fully refund me.

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

• Initial Complaint

  Date:04/21/2025

  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 mileage plus system has an error and unable to provide the miles I travelled on the partner airline. my mileage plus number is UT083238. it has been over 7 days , and whenever I entered the information , UA website keeps saying it cannot process and please wait, but no resolution

  Business Response

  Date: 04/22/2025

  Dear Mr. ************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your credit miles.

  You will need to call them for assistance.

  We appreciate your business.

  Regards,
  ********* *.
  Customer Care Management
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23229935
  
  I am rejecting this response because I called but they transferred me around and unable to help provide a clear solution.  This is the main issue of United , they have a massive company with different departments but unable to provide the support clearly to the consumers. 

  please have someone reach out to me, and resolve.
  
  Sincerely,
  
  King Bun ***

  Business Response

  Date: 04/23/2025

  Dear Mr. *************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your credit miles.
  
  In order to earn MileagePlus miles for flights taken on another airline, you must provide the boarding pass and ticket receipt to the MileagePlus Service Center.  When you contact them, be sure to have your MileagePlus number handy as well.
  
  Regards,
  
  *******
  Customer Care Management
  Case ID: ***************
  Complaint #********

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23229935
  
  I am rejecting this response because: i have not received the mileages yet.

  I did however reach out to the mileage plus online and send the email with the requested info.  Attached is the case **********, please help me follow up and finish the case.
  
  Sincerely,
  
  King Bun ***

• Initial Complaint

  Date:04/18/2025

  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.

  I had trip planned in June 2023 (MHVCYL) and paid with my credit card and used United airline points. I had to cancel last minute and received my airline points back but received $717 in credits instead of a refund. The credits were set to expired last April 2024, and reservations extended them another year. I am now 30 weeks pregnant and I forgot about the credits. I Apparently the $717 expired on 3/30/2025 but they gave me another month to use it (4/30/2025). I reached out to reservations and they told me I needed to request a refund from ************** however, when I tried to enter my information into the form, it wasn't work. The reservations agent I spoke with sent a request to ************* on my behalf last Sunday. also am afraid to fly being this pregnant at this time, as I am considered high risk and asked for a refund as I do not see myself using the credits in the next year and do not want to go through this again.I received an email from ************* on Tuesday and all they said was that my credits were going to expired on 4/30. I explained about being pregnant and not wanting to fly, etc. I was then asked for medical records which is a violation of HIPPA. They are obviously not US based and I am not sending my medical records to people in another country. I then told them they cannot ask me for medical records and asked for my case to be escalated to a supervisor. I have not received a response in over 47 hours. I reached out to Reservations again and all they keep saying is I have to speak to ************* and I am explaining I am trying to but no one is replying to me! They sent me the refund link again but I cannot enter any of my info. I asked the Reservations person to escalate this to ************* on my behalf and they just keep talking in circles. 2 hours I've been chatting with them and no resolution! I need someone from United *************/ Refunds to step up and help me!

  Business Response

  Date: 04/21/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ********  against us regarding your request for a credit refund. I appreciate the opportunity to respond to your concerns.
  
  I understand your frustration with this situation, and I sincerely apologize for the inconvenience you've experienced. Also, I'm sorry for the delayed and circular responses you've received.
  
  Unfortunately, we cannot issue a refund for the credit at this time. Our policy states that credits issued for voluntarily canceled flights are non-refundable, most especially since your credit was given an exception to grant an extension.
  
  I apologize for the confusion regarding medical records. We do require medical records for pregnancy-related travel concerns if the ticker has not been extended or converted into a different type of credit yet and if it was a directly canceled ticket. This request was made in error, and I'll ensure this feedback is passed along to improve our customer service.
  
  Please be advised that even though the electronic travel certificate already expired on March 30, 2025, there's still a chance that you can still use it because we have a 30-day grace ******* However, you must contact our reservation desk at 1-800-UNITED-1 ***************) for assistance.
  
  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: 04/22/2025

   
  Complaint: 23221710
  
  I am rejecting this response because:
   
  I am pregnant and cannot fly by April 30th.

  If they will not issue a refund then I want the credits extended for another 2 years so that I may have the opportunity to use the credits that I paid for.

  Airline credits should not expire in the first place, it should be up to the traveler as to when to use them, not United. If you pay for a lot of money for something, you should be able to use them in your own time frame!
  

  I have told family and friends as to what United is doing and they will not be flying on United anymore. 

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

  Business Response

  Date: 04/22/2025

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have filed complaint # ******** against us regarding your travel credit extension request. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the inconvenience youre experiencing regarding your travel credits. We understand your frustration, especially given your current pregnancy, and we appreciate you taking the time to share your concerns with us.
  
  We recognize the importance of flexibility in travel plans, particularly in situations like yours. We want to clarify that we have already made an exception in your case by extending your travel credit until March 30, 2025. Typically, our travel credits are valid for one year from the original ticket issue date, so this extension provides significantly more time than our standard policy allows.
  
  While we understand your request for an additional two-year extension, we are unable to extend the credit further beyond the March 30, 2025 date. Also, we are unable to manually extend the validity of the travel certificate, as it is governed by the terms and conditions of the travel credit.
  
  Additionally, even though the electronic travel certificate already expired on March 30, 2025, there's still a chance that you can still use it because we have a 30-day ***** period from the date it expired. However, you must contact our reservation desk at 1-800-UNITED-1 ***************) for assistance, as it requires special handling. Also, you can still book a ticket using a travel voucher within the ***** ******* but the travel date can be beyond the validity date. Currently, our booking system allows reservations up to 365 days in advance. You may also let your family members and/or friends use it by sharing the certificate PIN code.
  
  We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.
  
  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: 04/23/2025

   
  Complaint: 23221710
  
  I am rejecting this response because I am pregnant and cannot travel by 4/30/2025.

  I want the travel certificates extended for 2 years, until 2027.

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

• Initial Complaint

  Date:04/16/2025

  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.

  CONFIRMATION NUMBER: L233EX TOTAL AMOUNT: CA $1,528.60 January 16, 2024 I reached out to them multiple times. They have informed me about their refund department, which denied my refund. I am writing with so much disappointment in the United Airlines, which have taken my complaint lightly. This has been the worst experience I have ever had with an airline. I have messaged them so many times and nothing has been resolved. My husband and I purchased tickets to ****** in January 2024. And we were not informed that a brazlian passport needed a transit **** to get into the ** for a connection. Uniteds mistake for allowing the tickets to be purchased in the first place. Bad planning and execution because the passports are input in the system as well. This should have been flagged right away. But instead, they charge us and then they we find out I need a transit ****. They should have told me, but okay! I go book an appointment to get this **** and I am informed that the only availability is in mid 2026. Over 2 years, meaning I cannot use their flight. Then I complained and you they said: oh well, we cannot give your money back we can give you credit instead. With an expiry date of 1 year. I told them that even in a year this could not be used because the trasit **** has a huge issue with booking as well. All I wanted was a refund for a service that I didnt use. How crazy is this? Now this credit is expired. Meaning that United is literally keeping my money for a service I did not use. It is unprofessional and disrespectiful for someone who is on a payroll earning minumum wage. Keeping money for a service that have not been used is basically stealing. Besides, this could have been avoided if they refund me when I asked and also if they had a better system in their website. If you have a good developer working for your business, you can code prompts that would flag if someone has a passport that needs a transit ****. Instead they want to blame the customer.

  Business Response

  Date: 04/18/2025

  Hi Alessandra,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your expired ticket and refund request. I appreciate the opportunity to respond to your concerns.
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced regarding your travel plans to *******
  
  We understand your disappointment with the situation concerning the transit **** requirements and the subsequent expiration of your travel credit. While we strive to provide clear information about travel requirements, please be advised that United advises passengers to check travel document requirements, including **** needs, before booking a ticket. This responsibility ultimately lies with the traveler.
  
  We appreciate your feedback about improving our systems to flag potential **** issues during the booking process. Your suggestion will be forwarded to our development team for consideration as we continually work to enhance our customer experience.
  
  Regarding your refund request, I'm sorry for the disappointment you're feeling, and I want to explain how the decision was made. Your ticket was a nonrefundable fare, and I regret if there was any confusion when purchasing this. General rules that apply to nonrefundable tickets require passengers to fly all segments in the order they appear or cancel prior to 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 understand that you want to reinstate, refund, or extend your travel credit. However, due to the expiration of the ticket, it is no longer valid and cannot be reinstated, refunded, or extended. To clarify, our travel credit from the wholly unused ticket is valid for one year from the date of purchase, and travel must begin within one year of the original ticket issue date. Also, we are unable to manually extend the flight credit, as it is governed by the terms and conditions of the travel credit.
  
  While I cannot fulfill what you originally requested, as a goodwill gesture, I will send each of you an electronic travel certificate. You can use this certificate to purchase your next United, United Express, and our partner airlines' flight. It will arrive via email in the next few business days.
  
  We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.
  
  Thank you for choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23215070
  
  I am rejecting this response because:

  I do not want a $200 credit goodwill gesture nor ever again purchase anything from this airline. 

  You send me vouchers assuming I want to use your business again and give more money to this rich company?

  Sorry for the inconvenience in your recent trip. What trip? United took my money and I was never on the plane. This trip was cancelled way before the flight date. Meaning my spot was available for someone else. 

  I am definitely not happy with this response. Extremely disappointed.

  I do not want a $200 dollar voucher when I spent over a thousand dollars. 

  I want a real full refund. Otherwise I will have to escalate this issue to a lawyer. 

  
  Thank you,
  
  ********** ******* *****

  Business Response

  Date: 04/21/2025

  Hi Alessandra,
  
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint #******** against us regarding your expired ticket and refund request. I appreciate the opportunity to respond to your concerns.
  
  I sincerely apologize for the frustration and disappointment youve experienced. I understand that our previous response did not meet your expectations, and I appreciate you taking the time to share your concerns.
  
  While I understand your request, I regret to inform you that we're unable to provide a refund for your expired ticket as it is no longer valid. Also, your ticket fare was nonrefundable.
  
  I apologize that we cannot offer the resolution youre seeking. While we strive to accommodate our customers whenever possible, we must also adhere to our established policies to ensure fair and consistent treatment for all passengers.
  
  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 choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23215070
  
  I am rejecting this response because:

  I have experienced so much frustrations and shocks with Uniteds lack of communication, lack of transparency, denial of responsibility, half-hearted routine to send customers away, and inaccessibility to someone who can provide a real solution, and I have stopped believing that United will allow me to get my money back.
  
  
  So refunding seems like the only way to solve this dispute. 
  
  
  There was also nowhere from the receipt that I got from United showing that the flight tickets were non-refundable.
  
  
  And the most important fact is that United never disclosed to me any of the restrictions that I spent so much time and efforts to figure out. 
  
  
  At this point, judging from all feedback I got from United, instead of an intent of trying to solve the problem, all I get was Uniteds strategic design to renounce my rights to get my money back for a service not used. Against my will. If United still wouldnt considering a refund, I would have nothing else to do but to Non-Disclosure complaint to Regulation or even go to court due to the lack of clarity in this whole process.
  
  
  If we cant resolve this amicably, you will leave me no other recourse but to take the appropriate legal action.
  
  
  

  
  Sincerely,
  
  Alessandra 

• Initial Complaint

  Date:04/16/2025

  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 10/15/24, I made a flight reservation on United Airlines website for 4 people: ***** ****, **** Hyeoung ****, Soon Gi Min, and Hong Ki Min. I received e-mails for booking confirmation and eTicket Itinerary on that same day. The flight confirmation number was NNXOR8 (from ************* to ******, ****** to ******, ********). In February, Hong Ki Min realized she won't be able to make the flight due to medical reasons, so I went online to try to cancel and if lucky, get a refund. Upon going on the website and using the confirmation number provided by the confirmation e-mail, I kept on getting the response the reservation was voided/cancelled. I was extremely shocked because I like to book my flights in advance and to find that I had no flight scared me. I double checked my e-mail and confirmed I NEVER got a cancellation email, only confirmation e-mail. I also checked my bank account and saw that UA charged me $2336.16 (*******4 people + seat selection) on 10/17/24. I ended up chatting with an agent on ** website to resolve this issue. The agent confirmed with me again and again that there was no flight for me. The exact words he said (attached UA1): "You were charged ****** for the reservation but the payment didn't go through as the reservation was cancelled before we could receive the amount. Your ticket as voided on 16th of October 2024 and it generally 7 to 10 business days to amount reserved back to the account and if you did not received the amount, I would request..." (the screenshot ended here but the agent told me to contact the bank). To confirm again, I asked him again and he said again (att: UA2) "No the ticket was never charged, if you want I can send you the email confirmation that your ticket was voided and you can show that to your bank as peace of evidence." I never received an email following this chat. So I filed a claim with ****. They contacted ** and ** told them that the provided the services and my claim was denied. There is more to story.

  Business Response

  Date: 04/21/2025

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your ticket issues and refund request. I appreciate the opportunity to respond to your concerns.
  
  We sincerely apologize for the confusion and inconvenience youve experienced regarding your flight reservation.
  
  After a thorough review of our records, I have verified that your reservation under confirmation number NNX0R8 for travel from ************* to ****** via ****** was indeed confirmed and not voided as previously communicated.
  
  Also, weve identified that two reservations were made. The one under NNX0R8 was confirmed, while another under NNJ0SQ was voided. This may have contributed to the confusion during your interactions with our website and customer service. When a purchase is canceled, and the amount is pending, the credit should appear in your account within 48 to 72 hours. If you haven't received the refund yet, I suggest reaching out to your issuing bank for additional assistance.
  
  We deeply regret the miscommunication you received from our customer service agent and website. This incident has highlighted areas where we need to improve our processes and training to prevent such confusion in the future.
  
  Additionally, the flight on March 23, 2025 (NNX0R8) from ************* to ****** was marked as a no-show since there was no cancellation or change made prior to the departure. According to our policy, flights need to be changed or canceled before departure to retain their value. Failure to do so results in the ticket being classified as no value due to the no-show status.
  
  As a goodwill gesture, I'm happy to reinstate the value of your ticket and leave it as a future flight credit. Additionally, your ticket was a nonrefundable fare. General rules that apply to nonrefundable tickets require passengers to fly all segments in the order they appear or cancel prior to departure to obtain the remainder as a flight credit.
  
  Please be advised that you can use the same booking number (NNX0R8) to rebook your ticket, and any applicable fees may apply. If you have any additional questions regarding your ticket, please contact Reservations at 1-800-UNITED-1 ***************) for assistance. You can also reach out to us 24/7 @United on ******** or ********
  
  We understand this may not be the answer you were hoping for, and we apologize for any trouble this may have caused. We appreciate your understanding of our policy and hope that we can provide a better experience for your future travel needs.
   
  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: 04/22/2025

   
  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:04/16/2025

  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.

  Our flight from ************* to ************ was to depart at 10:55pm PST. We checked in to the flight before arriving at the airport and pre-checked our bags on United's app. Uniteds policy states that bags must be dropped 45 minutes before the flight departure time. We arrived at the bag drop counter at 9:55pm (one full hour before takeoff) and were told that the flight was restricted early. We were rebooked onto a flight the next day, but were not provided any additional compensation. We met all of the requirements to check-in on time, drop our bags on-time, and to fulfill all obligations. We attempted to contact United customer service both via phone and via email but were unable to receive appropriate compensation or any reason for why our complaint is being denied.This is a situation where United has abused policies and procedures to involuntarily bump us in favor of passengers with higher fares or higher status and refuses to compensate us based upon their own stated policies.

  Business Response

  Date: 04/21/2025

  Hi *********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your check-in issues and compensation request. I appreciate the opportunity to respond to your concerns.
  
  I apologize for any inconvenience you have experienced regarding baggage check-in for your recent flight. We deeply regret that you were not properly informed about the baggage check-in cut-off time, which resulted in you missing your flight.
  
  Please be advised that in order for us to safely process all bags and ensure timely boarding, there is a strict deadline for baggage check-in. Unfortunately, once this cut-off time has passed, our airport agents are unable to accept checked baggage, which is why you were not able to board the flight.
  
  For most domestic flights, check-in must be completed at least 30 minutes before the scheduled departure time. We suggest arriving at least an hour before if you are checking a bag. Seats are released for any customer who isn't at the gate at least 15 minutes before departure.
  
  As every situation is different, compensation is offered on a case-by-case basis. In this situation, there is not an option for compensation.
  
  To make amends, I will deposit miles to each passenger's 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.
  
  Additionally, we understand and appreciate your refund request. We reviewed the information you provided and since we were able to confirm you completed your travel and your ticket is fully used, you are not eligible for a refund.
  
  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 Premier Silver customer, 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: 04/21/2025

   
  Complaint: 23214184
  
  I am rejecting this response because:
  

  United Airlines continues to ignore the documentation that I have provided showing that I checked in for our flight and arrived at the airport bag drop counter well in advance of their stated policies found online, shown directly in the app for our specific flight (screenshot provided in previous submission), and even noted in their most recent response through BBB. The fact of the matter is that we were clearly involuntarily bumped from our flight without warning and without compensation. Our tickets were given to standby passengers that presumably had higher status or higher fares. This situation is completely unacceptable.

  We checked in online multiple hours before our flight and arrived at the airport 1 hour before the flight departure. Per United's policy, the screenshot from the app that I provided, and the response to BBB, we should've been allowed to board. However, we were denied this opportunity without reason or justification.

  In terms of compensation, I find the response from United to be frustrating and unsettling. There are requirements established by the *** for compensating passengers that are involuntarily bumped, which is exactly what happened here. We met all of the requirements to check in on time and drop our bags on time, but we were told our flight was restricted early (over an hour early) and we were unable to board. The fact that United rebooked us on another flight does NOT cover the appropriate compensation. We incurred hundreds of dollars of additional transportation fees, and on top of that my wife had to miss her father's 75th birthday. The requirement to compensate passengers that are involuntarily bumped is 4X the value of their tickets. I expect at least that much in compensation, as its United's policy. And now I've spent hours and hours discussing this with United customer service via multiple channels and United customer service continues to ignore the documentation that I've provided showing that I abided by and met all of their policies.

  I find this response and all other responses that I've received from United customer service completely unacceptable. Adding 5k bonus miles to our account is nowhere close to the compensation that we are legally entitled to and which United has policies that directly outline. 

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

  Business Response

  Date: 04/22/2025

  Dear Mr. ******************** case was forwarded to my attention for review.

  It was documented that you were late and that is why you missed your flight.

  I also checked the time you checked your bag and it showed it was at 10:35 and the screenshot you sent shows that you were supposed to check your bags before 10:10.

  We appreciate your understanding.

  Regards,
  ********* *.
  Customer Care Management
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23214184
  
  I am rejecting this response because:

  This response is absolutely unacceptable. I apologize for a frustrated tone. We were absolutely not late for our flight. I can't emphasize this enough. We arrived at the airport over 1 hour early for our flight. We proceeded to the baggage counter to drop off our bags at the counter. After being delayed by several minutes by the bag drop personnel at the counter, we were told by the personnel at the counter that we could not proceed with printing our boarding passes or dropping our bags because the flight was restricted early (prior to the time stated on the app and in United's policy).Your system is not appropriately reflecting the time that we arrived at the airport and spoke to your agents to begin the check-in process. Your system prevented us from completing the check in process and dropping our bags well ahead of the time that your policy says we should have been able to complete these actions. The 10:35 check in time that you're showing is the time when the check-in counter agents re-booked us on our flight after telling us we were unable to check in for our original flight, not the time when we arrived and began our check-in process. 

  I have provided documentation showing that we arrived on time at the airport and spoke to the appropriate personnel well in advance of the time that is required. United clearly gave away our seats to standby passengers ahead of the time when the flight was supposed to be restricted. I can only surmise that the reason for this is that the standby passengers that took our seats had status or paid a higher fare. There are laws that prevent against this kind of consumer activity.

  This situation needs to be rectified immediately. I am tired of responding back and forth via email and not being able to talk to a live person. I'm tired of my complaints being dismissed without anyone actually looking at the documentation that I've provided. I'm tired of not receiving an adequate answer for why our flight was restricted ahead of the time that United's policy suggests. 

  At this point, I demand compensation equal to 4x the value of my tickets (United's policy for involuntarily bumping) or I will be forced to escalate this issue to United's senior management team directly. Please know that I do not say this lightly. I'm available via phone at ************ for any questions or clarifying discussion that needs to be had.

  Please, please, please help me resolve this issue. I will not standby and allow a situation to occur where I met all of the requirements to arrive at the airport on time and 

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

• Initial Complaint

  Date:04/15/2025

  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.

  Missed connection due to United Airlines returning to the airport for maintenance issues.I flew United on my last round trip from ******* to ****. The return flight was first from Korean Air and landed in *****. The United flight to ************* left a little past time but then had to return to the airport in *****. We were told the plane was out of balance, but there were other problems. They placed us on the skybridge with no food or drinks. No place to sit either. Finally back in the air and landed in *************. Missed my connecting flight to ******* and had to wait another 13 hours for another flight. Asked the ticket agents and they just blew it off and laughed. No vouchers or compensation offered. Finally arrived in ******* and my luggage was lost. Filed a claim and the agent did not even know United had a flight come in that morning. Several phone calls to the luggage claims line and a customer service agent laughed about it. They did offer a measly credit but I refused because it only works on United flights. I do not recommend flying United Airlines. Very bad customer service and the flight delay was unreasonable.

  Business Response

  Date: 04/17/2025

  Dear Mr. **************** glad to receive another feedback from you regarding your trip with us.  I am sorry to learn your continued disappointment regarding your flight disruption and unpleasant experience when you traveled with us on November 28th,2025. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.
  
  It's important to clarify that you have reached the corporate offices of United Airlines.  We work directly with our senior leadership team as well as our executive officers and we are tasked with responding on their behalf.  All customer correspondence is routed to our attention for review and response.  I recognize that you want this matter escalated.  However, your concerns are considered escalated by our office.
  
  We have reviewed your case again,and respectfully I regret your request to receive additional/alternative compensation.  Our records show that you have reached out to us multiple occasions regarding your flight experience on November 28th, 2024.  (UA806  ICN to SFO).  Case IDs:
  ***************
  174031280360642
  173283429408912
  173289755632790
  
  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill miles (8750 & 2500) you previously received 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 November 28th,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 *************** / 33086032
  BBB COMPLAINT #********
  
  Related Case IDs:
  ***************
  174031280360642
  173283429408912
  173289755632790
  
  *************************
  
  4/16/25 | 9:54 AM
  Dear Mr. ******
  I thoroughly understand your point of view and again wish to express our true regret in failing to meet your expectations. It is difficult convey the correct tone over an email, but please know my apology is sincere and we truly regret the unpleasant experience when you were returning from **** to ***************I am sorry you did not receive the level of service you have come to expect when traveling with United Airlines. 
  Unfortunately,our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis. Inclement weather, mechanical problems,industry regulations and air traffic situations issues all affect our ability to meet our on-time performance goals each day. In some instances, we're not the cause, yet we acknowledge it's our responsibility to be part of the solution. Safety will always be our number one priority. From what you describe, on this occasion we failed to meet your expectations for providing good service and for that I am truly sorry.
  It's unfortunate that we're unable to reach an agreement to resolve this issue.While we won't be able to honor your request for additional compensation beyond the previously documented offer of a $300 electronic travel certificate or ****** MileagePlus award miles. Please know that we truly value your feedback.Your comments are incredibly important to us as we continuously work to improve everyone's 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 hope our team gets the opportunity to welcome you on board another United flight very soon.
  Regards,
  **** *****
  Executive Solutions Supervisor
  United Airlines
  *************
  Case ID: ***************
  
  
  
  4/15/25 | 1:53 PM
  Dear Mr. ******
  My name is ****. I am contacting you from our ******************************* and I am here to assist with your concerns on behalf of our Executive Leadership team.
  I am sorry for your continued disappointment and I appreciate this opportunity to address your concerns. 
  Your unhappiness that we cannot respond with the generosity you anticipated is understood.  Your case file has been reviewed and it has been agreed that no further good will offers or exceptions will be made.  
  I realize you have been disappointed by both our product and services, and again I sincerely apologize for that.  As mentioned previously, your concerns have been submitted to the appropriate management for internal review. Please know that we have taken your complaint seriously and we regret that our efforts to come to an amenable resolution have been unsuccessful.    
  We do appreciate your business and hope that you will give United the opportunity to serve you in the future.    
  Regards,
  **** *****
  Executive Solutions Supervisor
  United Airlines
  *************
  Case ID: ***************
  
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23210307
  
  I am rejecting this response because:

  Accepting a credit and/or miles is worthless unless I book my next flight on United Airlines.  I don't see booking another flight on United Airlines after the treatment I have received on this complaint.  I would accept a partial refund on the matter.  I am not asking nor expecting a full refund of the entire trip.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/21/2025

  Dear *** *****,
  
  I'm very sorry we're unable to reach an agreement to resolve this issue. While we wont be able to honor your request receive additional and/or alternative compensation,please know that we truly value your feedback. Your comments are incredibly important 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 hope our team gets the opportunity to welcome you on board another United flight very soon.
  
  Sincere regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID **************** / 33131278
  BBB COMPLAINT #********
  
  Related Case IDs:
  ***************
  174031280360642
  173283429408912
  173289755632790
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23210307
  
  I am rejecting this response because:

  I have not received nor accepted the offer of the credit because I don't plan on flying United Airlines in the future and it has not appeared anywhere with how to obtain the credit of 300 dollars or the ****** miles.  

  Add to that, the credit cannot be used on any other airline, so the offer is worthless.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/15/2025

  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.

  I flew with United on April 7, and because my flight was delayed I looked on the United app for a different flight. I saw that I could get onto an earlier flight, and the app also showed I'd receive a $769 credit as I had a Business class ticket and was going to move to a Standard seat, and this was the price difference. The app wouldn't continue to the last step to complete the change, so I went to the ticket counter where they did this for me. I boarded the new flight, but when I arrived home didn't see the refund of $769. I have contacted United several times and filed the request for the credit, but haven't received it or any response indicating that this is being done.

  Business Response

  Date: 04/16/2025

  Dear Dr. *************** received your letter from the Better Business Bureau regarding your recent trip with us.  Thank you for taking the time out of your busy schedule to share your feedback regarding your recent trip with us.  I am very sorry to learn of your flight disruption and unpleasant experience when you traveled with us.  Based on the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Reliability a reality is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured,it is never our intention to deliberately cause you distress of any kind.
  
  However I am unable to locate your ticket based off the email you provided.  So I may further review your flight experience, please reply with the following information:
  
  Confirmation number
  Name on ticket
  Ticket number
  Flight number
  Travel date
  Origin/Destination
  
  I look forward to your reply and the information needed to review your flight experience.
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 33074144
  BBB COMPLAINT #********
  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23206211
  
  I am providing the additional information requested- My United Frequent flyer number is RR16603, and I flew on United flight 702 which was the new flight after Flight 534 was delayed. I was on the Business class seat for 534, but standard seat on 702. Confirmation number HNC5CS

  The ticket number is eTicket number: 0162475146999 Seats:  ORD-EWR 03E
  

  Please let me know what other information you need. I was supposed to received a refund of $769 for the downgraded seat.

  Sincerely,
  
  **** ****

  Business Response

  Date: 04/17/2025

  Dear Dr. ****************** you for your reply and providing me your ticket details.  I want to apologize again for your flight disruption and seating downgrade when you traveled with us on April 7th,2025.  Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day. We also understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured it is never our intent to inconvenience our passengers in any way, and I am very sorry your valid expectations of receiving optimal customer service were not met while traveling with us.  I realize your flight experience was disappointing, and to help make amends, I will send you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing. Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.
  
  I have also submitted your ticket information to our ****************** to determine if your ticket is eligible for a refund regarding your seating downgrade.  Our ****************** will review your ticket and will contact within 30 days to advise you the status of your refund request.
  
  We do want you to know that our airport station managers, operations, and senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; and we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust. 
  
  As a MileagePlus member your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 33084388
  BBB COMPLAINT #********

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23206211
  
  I am rejecting this response because:

  While I appreciate your thoughtful email, I dont think I should have to wait 30 days for the refund- it should have been issued the same day, and at this point should be issued now. The charge is on met credit card which is due, and Ill have to pay it to avoid a late fee, unless the refund goes through asap   

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24 ******* ******* and I attempted to check in for our flight from ****** ****** to ******, *** on *********, United's international partner. We were told that our reservation had been made with United Airlines but NOT TICKETED by them. ********* could not help us in any way. After spending 3 days at the airport attempting to work with United by phone and text and being issued 8 reservations that ********* could never fine in their system, we made reservations and flew back to the ** with ***************. I am 74 and paraplegic. ******* ******* is 77 with a heart condition. We each had 3 days extra medications and I had extra medical equipment but due to a bladder infection I was reusing sterile catheters, a less than safe practice. United never suggested an alternative to our flying on *********, After 8 reservations, none of them found in Lufthansa's system, we gave up. In the 3 days of phone and text attempts with United, we NEVER talked to the same person twice. Every communication was new, name, birthdates, reservation number along with a useless 'we're so sorry'. ********* and United did in no way communicate with each other. I spent nearly $8000 for hotel and last minute tickets with British Air and United will do nothing stating that we did not have refundable tickets. WHAT?? Our tickets that they did not ticket? I need help holding United responsible for their error, stranding 2 old women in ****** ******. I have attached paperwork proving my calls, texts, 8 reservations and hotel expenses. PLEASE HELP

  Business Response

  Date: 04/15/2025

  Dear Ms. ***** and Ms. ******************** glad to receive another feedback from you regarding your recent experience with us.  I want to apologize again for your flight disruption and ticketing discrepancy when you were scheduled to travel with our ************* partner (Lufthansa Airlines) on February 24th,2025.  UA9527  ****** to ****** operates as Star Alliance Lufthansa Airlines. 
  
  From the feedback and experience you described, I regret you did not receive the level of service you have come to expect when traveling with our Partner. Reliability a reality is one of our corporate cornerstones,and we go to great lengths to provide reliable service every day. We understand that communication is essential, and sharing up-to-date information can help ease disappointment. Please be assured, it is never our intention to deliberately cause you distress of any kind.
  
  Please understand that each carrier operates on their own system. When tickets are issued by another carrier for travel on another airlines, the tickets may not always appear in the system. This means the tickets/flights may have shown perfectly fine in one system, but not the other system. In other words, its an internal system failure.  Carriers are utilizing more and more artificial intelligence in programs to resolve any rare incongruities such as this. This is less than ideal and not the service we pride ourselves in providing with our ************* partners.
  
  We realize that you purchased your tickets through United Airlines for travel on Lufthansa Airlines (****** to ******).  Please understand, it is the operating carrier that is responsible regarding reimbursement claims or compensation.  Respectfully I regret United Airlines does not compensate or reimburse for ticketing irregularities when traveling on other airlines. However I do realize your flight experience was disappointing, therefore as a gesture of goodwill from United Airlines, I will send each of you an Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. Please allow 3 to 5 business days for processing.Your Electronic Travel Certificate will arrive in a separate e-mail containing details on how to redeem your certificate.
  
  In addition, I have also submitted your unused return tickets to our ****************** for further review.  Our ****************** will contact you within 30 days to advised you of your refund status.
  
  We do want you to know that our ********************** and our senior leadership spend a good deal of time reviewing comments from you and other customers. We realize that you have a choice of carriers; however we would like to continue our business relationship with you. Again I apologize we have not met your expectation, and we ask that you give us another opportunity to regain your trust.
  
  As a MileagePlus member your business is very important to us. Please know that we are working hard to build an airline that will earn your confidence and approval. We appreciate your loyalty, and we look forward to welcoming you on board a future United Airlines flight. I truly hope your next travel plans with us delivers the seamless customer experience you deserve. Thank you again for your business.
  
  
  Sincere regards,
  
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 33063606
  BBB COMPLAINT # ********

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23200978
  
  I am rejecting this response because: United made the mistake, not me.  United need to take responsibility for the mistake and reimburse me the $8000 l paid to get home to the US
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/17/2025

  Dear Ms. ***** and Ms. ***************** am glad to receive your reply and appreciate having an opportunity to review your case. I am sorry to learn your continued disappointment regarding your flight experience with our Star Alliance Partner (Lufthansa Airlines). 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 for the tickets purchase on another airline has been declined.  Please understand, United Airlines provide reimbursements for alternate transportation or expenses.  If you need assistance with those costs, passengers are asked to reach out to their credit card provider or trip insurance for possible options.However our ****************** has previously refunded your unused tickets between ****** ****************** (see refund details below)
  
  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill certificates you previously received is tangible expression of our regret over what transpired when you traveled with us, and our gratitude for your interest in United Airlines.  We have concluded your flight experience on February 24th, 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 *************** / 33084870
  BBB COMPLAINT #********
  
  ******************
  
  NAME ON TICKET:  ***** / ***** ***
  TICKET NUMBER:  ************* (ATH TO FRA)
  REFUND AMOUNT:  $166.61USD
  REFUND ID:  ********
  
  NAME ON TICKET:  ***** / ***** ***
  TICKET NUMBER:  ************* (FRA TO IAH)
  REFUND AMOUNT:  $676.38USD
  REFUND ID:  ********
  
  NAME ON TICKET:  ******* /******* ****
  TICKET NUMBER:  ************* (ATH TO FRA)
  REFUND AMOUNT:  $166.61USD
  REFUND ID:  ********
  
  NAME ON TICKET:  ******* /******* ****
  TICKET NUMBER:  ************* (FRA TO IAH)
  REFUND AMOUNT:  $676.38USD
  REFUND ID:  ********

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23200978
  
  I am rejecting this response because: ******** ******* and I purchased airline tickets with United Airlines.  I paid what I was required to pay at the time of purchase.  United Airlines had an agreement with me.  I fulfilled my part, United did not.  We spent 3 full days and 8 new reservations with United without being any closer to getting a flight home.  United did nothing except those reservations.  ********* could never see those reservations on their computers, even though United claimed to have made them.  United and ********* NEVER spoke to each other.  We had to be the go-between 8 times, with nothing but how sorry everyone was.  We never in 3 days and dozens of calls and texts ever corresponded with the same person twice.  Nobody ever suggested an alternative to Lufthansa.  We were truly stuck.  United can not give us back the 5 days of fear and exhaustion we endured because of their error but I do want the $8000 I was forced to put out so another airline could find us in THEIR computers and take us home.

  Sincerely

  ***** *****

• Initial Complaint

  Date:04/12/2025

  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.

  They lost my bag in my flight from *****, ** to ********, *******. I trued to resolve it with United but with no progress. For 3 days they kept telling me my bag is in ORD airport in ******* and they will put it on the next flight to ******** but after speaking to a lost and found supervisor, they told me they cant even locate it and I should file an intensive clain the requires me to provide reciepts for my items that are in the bag which I dont even have anymore. This is a sneaky method done by United Airlines to not reimburse for the items. Additionally, they only reimburse a max of $2000 for international flights but my items plus the bag were way more, they were $3500.

  Business Response

  Date: 04/14/2025

  Dear Mr. ******************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your bag.

  Please continue in contact with our Baggage Resolution Desk as they are the ones in charge of lost bags.

  We appreciate your understanding.

  Regards,

  ********* *.
  Customer Care Management