ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a VRBO vacation property (booking ID: G69JNH) in ********************** for July *****, 2024 via the United/**** partner website. The total cost of this vacation was $12,270.42. The promotion is 3 miles per dollar spent on the United/VRBO website which should yield ****** United Miles.Starting on 8/8/24, I sent many emails to the United MileagePlus team (reference KMM85205115V79812L0KM) without resolution. I am continually told that this has been escalated to the "marketing team" which no one is able to get ahold of. I am asked to wait several weeks and check back - at which time I speak with a supervisor and receive the same reply. I have submitted documentation of the booking, receipt and payments which they acknowledge they have received. They mention they have continued to escalate. It is now nearly 3.5 months since my stay no help and I suspect that this is a deceptive marketing tactic. My united Mileage plus number is XK753024. I have attached one email thread (of many) which reflects my attempts to resolve this with the United MileagePlus team.Thank you in advance for your help and consideration. I hope that you are able to resolve this issue for me.

  Business response

  11/07/2024

  Dear Ms. ************* received your letter from the Better Business Bureau regarding your recent experience with us. I am sorry to learn of your missing mileage credit when you traveled.  Please understand, United Airlines ************* does not have access to MileagePlus account.  Therefore we are unable to rectify any discrepancies and/or add missing mileage credit to your account.  For concerns regarding missing mileage credit, you may click on the following link below:
  
  ******************************************************************************************************************************************************************************************************************************************
  
  For further assistance regarding discrepancies with your MileagePlus account, members are asked to contact the ************************** at **************. 
  
  Thank you for your patience and understanding.
  
  
  Regards,
  
  ***** ********
  ************* Management
  **********************
  Case ID - ***************
  BBB COMPLAINT # ********
  

  Customer response

  11/08/2024

   
  Complaint: 22516675
  
  I am rejecting this response because: I have been working with United MileagePlus team members since September in an effort to request missing miles. There has been no resolution and they cite "waiting for the marketing team" as the reason for the delay. I have waited nearly 4 months for the expected miles to post and expect escalation to the correct department. 
  
  Sincerely,
  
  ****** **

  Business response

  11/11/2024

  Dear Ms. ************* glad to receive your reply and appreciate having another opportunity to address your concerns and request.  I am sorry to learn of your continued discrepancy regarding missing mileage credit when you traveled when you traveled with us.  As previously advised, United Airlines ************* does not have access to MileagePlus account.  Therefore we are unable to rectify any discrepancies and/or add missing mileage credit to your account.  For concerns regarding missing mileage credit, you may click on the following link below:
  
  ******************************************************************************************************************************************************************************************************************************************
  
  For further assistance regarding discrepancies with your MileagePlus account,members are asked to contact the ************************** at **************. 
  
  Thank you for your patience and understanding.
  
  
  Regards,
  
  ***** ********
  ************* Management
  **********************
  Case ID *************** / 31266521
  BBB COMPLAINT # ********
  

  Customer response

  11/12/2024

   
  Complaint: 22516675
  
  I am rejecting this response because: I have reached out to United Mileageplus many times without response. They have noted that the marketing team must approve the miles but are unable to get in touch with them. I called again via the phone number that you have provided. Please provide an alternative means of contact for the ********************* or the marketing team so that I can finally speak with someone who can resolve this issue. This is not acceptable.
  
  Sincerely,
  
  ****** **

• Initial Complaint

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 9/19/24 attempted to purchase three round trip tickets to *******, ** via United's website. I continuously got an error stating "We're having some trouble saving your travelers into the cart. Please try again later". I tried repeatedly with no luck and eventually got a message saying I must call customer service to purchase tickets. When I called customer service, I was quoted a price $87 higher. When I explained that there was an issue with the website which I had screenshots to prove and therefore I should not have to pay higher than what was initially quoted, the representative told me I would have to email *********************************** for an adjustment so I booked my flights and sent over the details of my issue with the screenshot. I got a reply on 9/24/24 telling me to call the reservations team I had dealt with initially. They, of course, sent me back to customer service. I replied to advise I was sent to customer care on 9/24. My reply was ignored. I emailed again on 10/23/24 stating I would reach out to BBB if nobody will help. 10/26 I got a message saying my request can't be honored but if there was an error or if I have more info, let them know. I replied 10/26 saying yes there was an error and asking if they could see the original screenshot I provided. It is now 11/4 and still nobody has bothered to reply.

  Business response

  11/07/2024

  Hi *********,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding a ticket pricing issue and refund request. I appreciate the opportunity to respond to your concerns.
  
  I apologize for the inconvenience you have experienced while trying to book a ticket on United Airlines' website.
  
  As per our terms and conditions, the ticket prices are subject to change at any time based on fluctuations in demand and availability. Unfortunately, this means that the fare you were originally quoted may have increased due to factors beyond our control.
  
  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.
  
  While I cannot fulfill what you originally requested, I will 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.
  
  We want our website to be user-friendly for all our customers, and I'm going to share your feedback with our Web team so we can continue to improve our product.
  
  Thank you for your continued loyalty as a MileagePlus member, and we look forward to welcoming you on board again soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  11/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I feel strongly that the business should be accountable for website malfunction that takes place on their end, resulting in higher prices for consumers. There is no incentive for an organization to fix website issues, or any other issues for that matter, if they benefit from them financially. I appreciate Uniteds gesture to rectify the situation and their acknowledgment that they will ensure this gets to their web department for future correction. I hope should I ever encounter any sort of issue with United in the future, especially considering they are generally my first choice airline, that their customer service will be responsive and I wont have to take this route. I hope the gaps in customer service responses are addressed as well. Thank you. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked a flight for October 28 2023- Jan 5th 2024, *************** to ****** for me and my family. This includes myself, wife and two kids. Only to find out that we are not seated together or close to each other. My wife is in 31D I am in 40k and my kids luckily are in 35 and 46 f. My question is. How can a trip booked at the same time obviously one family has this atrocious seating arrangement. I dont get to sit with my wife on an 8hr flight!!!! We are both sitting next to strangers so far apart! This is unacceptable. Is it because I didnt pay extra for seating? But why? When my fair already includes seats!!!! This very poor service and cronyism. No way should a family of four, wife, kids husband father should be seated all over the plane randomly. They should be seated together. I asked booking agent at the gate why were we not seated together. The answer? The flight was overbooked . I booked this flight in October! How in Gods name its over booked and the seating arrangements. I have a return flight back. This need to be fixed. Also on the return from from ******. We had a connecting flight in *****************. There was a bit of a delay in *******. Hence we landed in ****** a few minutes late. There were no trolly/golf cart to usher connecting passengers to their connecting flight. The passengers that had connecting flights should also have been given priority to de-board the plane first. We were running like crazy from one end of the airport to the next. Very unacceptable for paying customers. Then we made it to the gate. Plane still at the gate. And we were not allowed to board due to safety reasons how? We went thru security multiple times. This was a connecting flight!! This whole experience traumatized my family and I. We were only offered $50 vouchers each. And we are yet to be able to use them (almost 1 year later) as United doesnt fly the time, dates and destinations we are looking at. I now request a full cash refund. ticket# **************

  Business response

  11/07/2024

  Hi ******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request and flight experience from *************** to ****** and back. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that your seat assignment was different from the one you originally requested. I know that traveling with young children can be challenging. We always aim to provide families with a great travel experience, and I regret that we fell short and couldn't seat your family together.
  
  While we do everything we can to honor your original preferences, we're unable to guarantee seat assignments due to unpredictable operational changes.
  
  Additionally, I carefully reviewed your travel journey, and our records indicate that your flight from ****** to ***************** via ********* on January 5, 2024, was operated by *********; the disruption occurred on their end. I know this wasn't how you expected your travel to go, and I regret the inconvenience this caused. To help you further with this, I highly recommend contacting *********. Though the ticket was purchased through us, when it comes to flight disruptions by the actual operating airlines, any reimbursement and compensation request must be submitted directly through them.
  
  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.
  
  Furthermore, our records indicate that each of you received a $50 and $75 electronic travel certificate as compensation for the inconvenience you have experienced. I have forwarded the travel certificate details to your email, and you will receive them in a few business days.
  
  We appreciate your feedback, and we've shared your comments with the appropriate team for review so we can continue to find ways to improve our services.
   
  Thank you for choosing us for your travel. We look forward to serving you on your next United flight.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  11/08/2024

   
  Complaint: 22513753
  
  I am rejecting this response because: this is simply another airlines passing the ***** Not taking responsibility. United have a responsibility to communicate, accommodate and ensure it's paying passengers, especially on connecting flights, are given the best opportunity to make the flight. At no time this was done. It was United responsibility to communicate with any third party airlines in regards to arriving connecting passengers. It is United who should have made the accommodation and exception to allow the connecting passengers to get on the flight/plane that was still at the gate and only push back from the gate about 10-15minutes after we where pleading and begging with the gate attendant to allow us to board. The gate attendant could have at least attempted to  communicated with the pilot/crew to attempt to get us on board. But it is nothing more than they sold our seats without even notifying us or making the next best possible arrangements. I am filing other complaints with federal agencies and will take this to social media local news outlets and even an attorney if need be. I need a full or at the very least 50% cash refund. Flight coupons is NOT acceptable as stated in my initial complaint. We CANNOT find United flights for dates, times and destination for the past year!!!!. 
  
  Sincerely,
  
  ****** ********

  Business response

  11/11/2024

  Dear Mr. ******** and family,
  
  Im glad to receive your reply and appreciate having another opportunity to address your concerns and request.  I am sorry to learn your continued disappointment regarding your flight disruption with us on January 5, 2024. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.
  
  We have reviewed your case, and I want to apologize again for your flight delay when you traveled with our Star Alliance Partner (Lufthansa Airlines); which caused you to miss your scheduled connected with us.  It is not our intention for you to miss your scheduled flight.  Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.  Please understand, sometimes our pilots will collaborate with the Air Traffic Control to decide if a flight may be held back for late arriving passengers. However depending on air traffic during your scheduled departure,flights may not be held back as it may cause a cascading effect on the operations.  United Airlines does not compensate or reimburse for flight irregularities when traveling on other airlines. However I do realize your flight experience was disappointing, and Id like to extend my apology by sending each of you another Electronic Travel Certificate for you to utilize towards your next ticket purchase on United Airlines. These certificates may also be combined with the previous certificates you received. 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.
  
  Respectfully I regret your refund request has been declined, as our our records show that your tickets have been exchanged and used.  Once a ticket it is not eligible for a refund.  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The good will 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 January ****** 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 -*************** / 31267729
  BBB COMPLAINT # ********
  

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against United Airlines due to their mishandling of a refund and lack of consistent communication. I booked a reservation (PJCSE0) from *** to ******** using an Electronic Travel Certificate (ETC: PIN ***********. Due to issues with flight confirmation, the ticket was canceled, and I was assured by Uniteds support that my credit card would not be charged and the ETC would be refunded within 20 days. However, I later received conflicting communication stating the ETC had been redeemed without mention of any refund. Despite multiple follow-ups, United has not issued the refund or provided a clear explanation. Their handling of this straightforward issue has been disorganized and frustrating. I request BBBs assistance in securing the refund and addressing Uniteds poor customer service.

  Business response

  11/08/2024

  Hi Lingyao,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your request for your travel certificate refund. I appreciate the opportunity to respond to your concerns.
  
  Thanks for reaching out to our team about your concern, and I apologize for any inconvenience caused. I've checked your record, and I noticed that your reservation where the travel certificate was redeemed, the confirmation number of PJCSE0, the transaction is voided, therefore, no payment was collected; however, the travel certificate was redeemed in error.
  
  However, as a reliable airline, I'll be sending you a $150 electronic travel certificate as a replacement. You can use this certificate towards the purchase of your next United or United Express flight. It will arrive via email in the next few business days.
  
  Regarding the amount collected on your credit card, we highly suggest you contact your credit card provider directly to dispute the amount, as we didn't collect any amount from you.
  
  We appreciate you as a MileagePlus member, and we hope your next journey with us is more enjoyable.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew from ***** to ****** 10/16-24-10/24/24. Every leg of the trip was delayed, causing me to miss both of my connections there and back. My bag was left in ******* (apparently 4 hours wasn't enough time to load it on to the plane), and then it missed the flight it was supposed to be delivered to ****** on, then they lost it again in ****************. My flight from ****** to ******* on the way home was so delayed, I missed my connection, which was the last flight out of ******* to ***** of the night. Not only did United refuse to rebook my flight to *****, stranding me in *******, but they refused to refund me the cost of my United flight from ******* to *****, or my checked bag fee (THAT IT WAS NOT MY FAULT I MISSED), and I had to book my own flight on American Airlines to get home. 4 hours of United customer service calls and dozens of emails later, their supervisor told me I will need to sue them to get any kind of reimbursement.

  Business response

  11/06/2024

  Dear Ms. ********************* received your feedback from our ****************** regarding your recent trip with us.  I am very sorry to learn of your flight disruption and apologize for your lost bag when you traveled with us on October 16th and 24th, 2024.  From the events and behaviors you described,I regret you did not receive the level of service you have come to expect when traveling with United Airlines. 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. 
  
  Based on my finding, our records show that you have previously corresponded with our *************************.  Our records show that our ************************* has previously issued you a check in the amount of $305.46USD
  BAGGAGE CLAIM:  LHR13623M
  CASE ID - ******** 
  Please understand, all baggage related issues (lost or damaged) are strictly handled by our baggage center.  Passengers that have additional concerns and/or discrepancies regarding their claim settlement are advised to contact our ************************* at **************.
  
  Our records also show that we have previously addressed your flight disruption and have compensate you by adding (***** & 5000) goodwill miles to your MileagePlus account.  (see email correspondence below).
  Case IDs: 
  ***************
  172986041335715
  
  In regards to your unflown segment between on October 24th, 2024 (UA533 ******* to *****), our record show that our ****************** has previously refunded your unused ticket (see email below).
  
  While no additional compensation is forthcoming, 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; 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.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 31205710
  BBB COMPLAINT # ********
  
  ***********************
  
  10/28/2024 2:24:30 PM
  Hi ******,
  I'm sorry your travel didn't go as planned, and understand how upsetting it is to miss a connection.
  I researched the details of your flight and because the flight UA739 was delay due to late turn this caused misconnection. To make things right, I am going to deposit 5000 miles into your MileagePlus account. The miles will post to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights and more.
  We appreciate you as a MilegePlus member and we hope your next journey with us is more enjoyable.
  Regards,
  ******
  Customer Care
  Case ID: ***************
  
  *********************
  
  10/28/2024 2:30:14 PM
  Hi ******,
  I'm sorry this was your experience. We will use this information to get better.
  I researched the details of your flight and because the flight UA739 was misconnect controllable, I am going to deposit ***** miles into your MileagePlus account. The miles will post to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights and more.
  As a valued MileagePlus member, we appreciate your business and look forward to welcoming you on board your next United Airlines flight.  
  Regards,
  ******
  Customer Care
  Case ID: ***************
  
  *********************
  
  PASSENGER: LAUREN
  TICKET(S): 0162425806542
  REQUEST ID: ********
  Dear ****** **********:
  We've processed the refund today.
  If your ticket was purchased using a credit card please allow 7 days for the credit to post to your account. For check payments, please allow sufficient time for the check delivery. You may also view the refund details using the Check Refund Status link below and enter the 13-digit ticket number or 8-digit Request ID listed above.
  Refund Amount/Currency: 85.10 USD
  Form of Payment: AX ending in 1019
  Refund processed date: October 31, 2024
  Thank you for flying with us! We look forward to welcoming you on board soon!
  Sincerely,
  United Refunds
  

  Customer response

  11/07/2024

   
  Complaint: 22512917
  
  I am rejecting this response because:

  I was given $85.10 to reimburse for the cost of the full flight from ORD to OMA. The cheapest flight booking option is $237, so $85.10 is completely inadequate. My replacement flight cost was $361.47. United also refused to reimburse me for my $40 checked baggage fee that obviously did not make it on the flight that I missed. 
  

  I do not want any flight credits as I have no intention of ever flying United again, so this is not acceptable compensation.
  
  Sincerely,
  
  ****** **********

  Business response

  11/11/2024

  Dear 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. Your disappointment is understandable given the circumstance; and we can certainly empathize with disappointment you have expressed.
  
  We have reviewed your case again,and respectfully I regret your request to receive an alternative compensation or reimbursement has been declined.  As previously advised by our colleague, we do not provide reimbursements for alternate transportation or expenses, if you did not allow United Airlines an opportunity to re-accommodate you on another flight.  If you need assistance with those costs, passengers are asked to reach out to their credit card provider or trip insurance for possible options.
  
  I understand that our goodwill offering cannot compensate you for the undue anxiety which you experienced throughout this incident. The goodwill miles (5000 and *****) 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 October 16th and 24th, 2024 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 *************** / 31263206
  BBB COMPLAINT # ********
  
  ******************
  
  On Fri, Nov 1, 2024 at 1:32?PM <*********************************************************> wrote:
  Hi ******,
  Our records indicate that the cost of the ORDOMA flight as $85.10 on ticket number 0162425806542.  That is what refunded to an Amex card ending 1019. 
  
  I know your time is valuable, and regret there weren't other flight options that worked for you.  Regrettably, we don't provide reimbursement for arrangements you make on your own.
  
  
  Regards,
  
  ****
  *************
  Case ID: ***************
  

  Customer response

  11/13/2024

   
  Complaint: 22512917
  
  I am rejecting this response because:

  I was still not reimbursed $40 in baggage fees for a flight with United I did not board. I cannot make this more clear. This was not an alternate flight on a different airline. This was my original flight I was not allow to board because it was within 30 minutes of departure from my delayed connection.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/06/24, I attempted to change the departure time on my return flight from ********* to ********* (reservation number AG5V53). At the top of my app was a message telling me that I was entitled to a free change in my itinerary due to a change in the slight schedule, so I took advantage of this offer. I ended up being charged an additional fee, with my return flight tickets being changed from first class to coach. I went back into the appt to correct this change, and was charged an additional upcharge to change my tickets back to first class. In total, I was charged an additional $1,836 in first class upcharges. United automatically refunded me $1,068.30 on 09/09/24. I contacted customer service via text AND phone after this happened, and was instructed to call them back AFTER my trip was completed. I called them on 10/28/24 and they helped me re-submit my requests to be reimbursed the remaining $767.70, but they gave me reference numbers ******** and ******** which would have only totaled $358. I checked on the status of this refund request in the system on Friday 11/01/24 and the reference numbers are no longer any good. I am now out an extra $767.70, and feel like I was given the runaround. I would like my $767.70 back.

  Business response

  11/06/2024

  Dear Ms. **************** Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your ticket change.and charge.

  I am sorry to read that you were charge an additional fee for the flight change.

  Regrettably, we are unable to refund the additional fee as you made a change to your ticket.

  We appreciate your understanding.

  Regards,

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

   

  Customer response

  11/07/2024

   
  Complaint: 22510988
  
  I am rejecting this response because: the change to my ticket per the alert at the top of my app was free. The message at the top of my reservation informed me that, due to a change in the schedule of my itinerary, I was entitled to a free change or cancellation of my ticket.  It is not my problem that my original first class tickets were downgraded to economy class by the system when I took advantage of what was supposed to be a free change.  
  
  Sincerely,
  
  ****** *****

  Business response

  11/08/2024

  Dear Ms. *************** understand that the change was free; however, since you stated that your ticket was booked in first class, many times first class is not available.

  In this case you were charged for a fare difference and regrettably, this cannot be refunded.

  We appreciate your understanding.

  Regards,

  ********* *.

  Customer Care Managment
  

  Customer response

  11/11/2024

   
  Complaint: 22510988
  
  I am rejecting this response because: that still doesn't make any sense. If first class tickets were not available in this case, I would have flown home in economy per your logic. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 27th I purchased airfare from ********, ******** to ****** (through ******, ********) with United Airlines. My confirmation number is I8WHCP. A few weeks later I was told there was a problem with my flight and to call the airlines. I learned that the flight from ****** to ****** was cancelled by United and in order to keep my airline reservation I would have to spend over 21 hours traveling, with multiple long layovers and multiple cities. I did some research and found a flight on Southwest from ****** to ****** that would get me there in about 6 hours. I called United today and I asked to refund the flight from ****** to ****** so I could book a different airline. They told me it was a package and they cannot do it. I am very frustrated because they can cancel a portion of my trip and refuse to refund me is not fair. It is also not fair to expect me to travel 21 hours when I should be able to make the trip in about 8 hours. If I were to cancel my trip completely and rebook the airfare it will cost about $300 more person. I looked into flying out of ****** to ******, since ******** is a small airport. But I would have to extend my trip a day on each end and get a hotel room, plus food, parking etc. All I would like United to do is refund me for the flight they cancelled, but they are refusing saying it is impossible. I spoke with one supervisor and then I asked for his supervisor and was told that was not possible.I tried to file a complain on their website but since the trip has not occurred yet it the form would not work.

  Business response

  11/05/2024

  Hi *******,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your refund request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry to hear about the impact our schedule change has had on your travel plans and understand situations like this can be disappointing.
  
  Due to operational changes, we're unable to guarantee flight times or aircraft type. Since these changes are often unpredictable, we cannot offer compensation or reimbursement at this time.
  
  As your booking is for a roundtrip ticket, our policy requires that all segments of the itinerary remain intact unless the entire ticket is rebooked or exchanged. Unfortunately, we are unable to issue a refund for the ****** to ****** segment only, as this would require the entire ticket to be repriced and exchanged. This policy is in place because when one segment is altered, it affects the entire structure of the fare and ticketing. As previously mentioned by our Reservation desk, we cannot refund the flight segment from ****** to ******, but we can refund the full ticket amount.
  
  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 apologize for any inconvenience this change has caused and appreciate you taking the time to send us your feedback. Ive shared it with the appropriate teams so we can continue to improve future travel experiences.
  
  Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  11/06/2024

   
  Complaint: 22502999
  
  I am rejecting this response because I booked and paid for airfare that was advertised on your website and you are refusing to give me what I paid for.    If this route is being cancelled you need to refund me for the cancelled flight.  By refusing to do so you are causing me to spend an extra $500 to $1,000.  I also believe you are doing this on purpose because I found a screaming deal and booked it and paid for it and now you are refusing to honor it.  I am not happy at all by United's sneaky behavior. This is classic bait and switch.
  
  Sincerely,
  
  ******* *********

  Business response

  11/12/2024

  Hi *******,
   
  The Better Business Bureau has notified United Airlines that you have additional comments about complaint # ******** against us regarding your disappointment in the initial response. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry if our response added to your frustration.
  
  Our intention was to apologize for your experience, and I regret if that wasn't conveyed in our previous email.
  
  As much as we would like to grant your request, regrettably, as per our refund policy, we can only process a refund for whatever unused segment on the reservation. Since your ticket was wholly unused, if we process a refund, it will be for the whole ticket.
  
  We know this is frustrating. That's why we truly appreciate your feedback as we work to improve our operations at every angle.
  
  We appreciate you taking the time to share your thoughts about our services.
  
  We're sorry our products didn't meet your needs, and your comments are very helpful to us in understanding how to improve your travel experience.
  
  We look forward to working toward the suggestions you've mentioned and to welcoming you aboard your next flight.
  
  Warm Regards,
  
  Chesca
  Customer Care
  Case ID: ***************
  

  Customer response

  11/13/2024

   
  Complaint: 22502999
  
  I am rejecting this response because: you still have not done anything for me.  United cancelled the flight and you are refusing to refund me.  I really do not see how this is my problem.  If you cancel a flight you should refund me for what you cancelled.  I cannot believe that this is legal.  I just looked into rebooking the flights and right now United is charging $615 for a flight from ******** to ******!  I only paid $500 from ******** to *******  I would like United to do the following:

  Cancel the portion from ****** to ****** (since that is the portion you have already cancelled).  The average rate for May 17th from ****** to ****** is $396.  Refund me $396 per ticket (4).  If you have to cancel my entire trip in your system then you can rebook me the following - GUC to ****** on 5/17.  Then on 5/24 - ****** to DEN to GUC for the same price, minus the $1,584 for the ****** to ****** portion.  I know that you can do this and you are refusing to.  United had enough money to make this right.  This is United's fault not mine and you are making this my issue.  
  

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

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a travel reservation (Confirmation number: JC851B) for government travel back in August 2024 and my seat assignment from *** to HNL on Flight Number 1170 on Friday, November 1, 2024 was 37B. My co-worker, *. ****** seat assignment was 37A and we specifically reserved these two window/aisle seats to avoid sitting next to anyone else and risk the possibly of getting COVID-19 (I have gotten it twice).On Thursday, October 31, 2024, Ms. ***** and I both received emails advising us that our seat assignments were changed. Ms. ****** seat was changed from 37A to 34A and my seat was changed from 37B to 36C. The plane size being used (*******ER) did not change, yet Ms. ***** and I were both removed from our original seats and given to someone else. When we both tried calling United **************** to claim our seats back, the agent refused to place us back in our original seats. Although they gave us both economy plus seats, I now have to sit next to two other passengers and Ms. ***** has to sit next to three other passengers.Being kicked out of our seats when we reserved them first back in August 2024 and our seats were confirmed, is totally unacceptable and outrageous, especially when our seats were given to other passengers! United does not have any right to conduct this kind of change to passengers no matter what the reason is especially when the seats were reserved first!

  Business response

  11/04/2024

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your compensation request due to a seat change for a flight from *********** to ******** on November 1, 2024. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry that your seat assignment was different from the one you originally requested.
  
  While we do everything we can to honor your original preferences, we're unable to guarantee seat assignments due to unpredictable operational changes.
  
  To make amends, I will deposit miles to your MileagePlus account as a goodwill gesture. The miles will be posted to your account within a few business days. These miles never expire and can be used for travel, Wi-Fi on flights, and more.
  
  Also, I would need to kindly ask you for your traveling companion's ticket details in order to verify and provide the same compensation for her as she was traveling with you but on a different ticket that I could not locate.
  
  We appreciate your honest feedback and will use it to continue improving our services. We look forward to seeing you on board in the future.
  
  Thank you for your continued loyalty as a valued MileagePlus member. We look forward to seeing you on board soon.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My contract with United Hotels for this hotel stay is Total: ****** MileagePlus award miles and $0.00 United Hotels has already charged the mileages to my account. When I checked in to the hotel, it had my reservation but it did not recognize any payment, so it charged $186.11 for me to stay that night.I should not be charged twice. You should honor your contract.I've worked with United HotelsCustomer Support. But it denied my refund.reservation ********************** ID: ********* Holiday Inn **************** ******************, an *********

  Business response

  11/04/2024

  Dear Mr. *************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry to learn of your unpleasant experience and apologize for any possible misinformation you have received in regards to our Third Party features on our website (**********************).  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. 
  
  Third Party features on our website such as Travel Insurance,Hotels, and Car Rental allow passengers the option to finalize their travel plans.  These features are completely voluntary and will not be charged unless selected.  When selected, a passenger is given a series of plans/options to choose from.  When the plans have been selected and agreed to, the information will also appear on your E-ticket receipt; in which a passenger receives within 24hours after purchased.  Please understand that United Airlines is unable to refund fees collected by a Third Party.
  
  Based on the information you provided in your complaint, the package you selected was through United Vacations.  United Vacations is the leisure vacation package product for United Airlines and is operated by *************************. *** is a privately held company headquartered in *********,*********. For questions or concerns about your package, please contact ************************* directly. For your convenience their contact information is below:
  Email: ***********************************************************************
  Customer Care: **************
  Fax: ************
  
  We do want you to know that 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.  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 *************** / 31181969
  BBB COMPLAINT # ********

  Customer response

  11/05/2024

   
  Complaint: 22499313
  
  I am rejecting this response because:

  Basically, you are telling me these were third parties' problems. But I am UA MileagePlus member and I login into ** website and redeemed mileages for a hotel stay. My account has been charged with the mileages and later hotel did not recognize the payment and charged me $186.11 to stay.

  If you tell me UA does not take responsibilities for third parties' errors, the mileage redemption is a hoax.  
  

  
  
  Sincerely,
  
  ****-**** ****

  Business response

  11/06/2024

  Dear Mr. ************** 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 discrepancy with our third party partner (United Vacations). As  previously advised, Third Party features on our website such as ***************** Hotels, and Car Rental allow passengers the option to finalize their travel plans.  These features are completely voluntary and will not be charged unless selected.  We realize that you have used your Awards Miles towards your hotel with our Third party, however as previously advised, United Airlines is unable to rectify any discrepancies and/or refund fees collected by a Third Party.
  
  United Vacations is the leisure vacation package product for United Airlines and is operated by *************************. *** is a privately held company headquartered in *********, *********. For questions or concerns about your package, please contact ************************* directly.For your convenience their contact information is below:
  Email: ***********************************************************************
  Customer Care: **************
  Fax: ************
  
  Thank you for your understanding and support.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID *************** / 31181969
  BBB COMPLAINT # ********
  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner booked a flight for me and her to go from ****** to ***** and return. Ill attach travel details below. Due to maintenance issues on our flight from ****** connection to ****** they canceled our flight and automatically placed us on another flight taking us to another airport and flying out with another airline. We booked tickets specifically for sitting with eachother because I am a disable veteran and need to sit with my partner. They put us on another airline sitting away from eachother, they lost our baggage and both airlines refuse to assist us in returning or reimbursing our lost luggage. We ended up arriving later than our original flight. Then when it was time to return from ***** they ONCE AGAIN moved our seats from its original book seats. They also charged us $200 for an oversized luggage during the check in process which we did not have oversized luggage and we are both United card holders. Will definitely be closing our accounts after this. I believe that was the list of issues we encountered during this horrible experiences

  Business response

  11/04/2024

  Dear Ms. ***** and Ms. ***************** received your letter from the Better Business Bureau regarding your recent experience with us.  I am very sorry to learn of your flight disruption and apologize for your lost bag when you traveled with us on October 23rd, 2024.  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 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. 
  
  In regards to your overweight/oversize baggage fee,  Checked luggage that exceeds pre-established size and weight limits will be subject to additional charges. I assure you that we are an integrity-driven airline, and we would never purposely inconvenience you. Our airport teams are highly trained and must be able to physically assess the bag before appropriate bag fees can be determined. More information regarding our baggage allowance and fees can be located under ******************************.
  
  In regards to your lost bag, our records show that your last connecting flight to ***** on October 23rd,2024 was operated by Emirates Airlines.  Generally the last operating carrier (Emirates Airlines) is responsible for ensuring your bags arrive at your final destination.  If you have not yet received your bags, we advise you to contact Emirates Airlines.  For additional assistance, you may also contact our ************************* at **************.
  
  As for your flight disruption and seating discrepancy on United Airlines, I realize your flight experience was disappointing, and to help make amends, 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.
  
  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; 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 MileagePlus members 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 -*************** / 31181039
  BBB COMPLAINT # ********
  

  Customer response

  11/10/2024

   
  Complaint: 22498027
  
  I am rejecting this response because:
  United once again has lied and not held up their word. As of now there is no new credit to my account, nor did they specify how much credit they were going to add. Always very vague to avoid responsibility. Next steps will be to close our United credit card and file a case with DOT if no action is taken to resolve this matter 
  Sincerely,
  
  ************

  Business response

  11/11/2024

  Dear Ms. ***** and Ms. ***************** glad to hear from you.  Though Im sorry to learn you have not yet received your Electronic Travel Certificates.  Our records show that your ETCs were previously sent out to your email addresses. Below are the details of your Electronic Travel Certificates:
  NAME ON CERTIFICATE:  ADAINA PLAZA - SN986754
  PROMOTION CODE:  24TCVA
  PIN:  **********
  AMOUNT:  $250.00
  ISSUED BY:  UNITED AIRLINES / CUSTOMER CARE
  CASE ID:  ********
  ISSUE DATE:  4NOV24
  EXPIRATION DATE:  4NOV25
  SENT TO:  ***************************
  
  NAME ON CERTIFICATE:  ******* ****** - RLJ37263
  PROMOTION CODE:  24TCV
  PIN:  **********
  AMOUNT:  $250.00
  ISSUED BY:  UNITED AIRLINES / CUSTOMER CARE
  CASE ID:  ********
  ISSUE DATE:  4NOV24
  EXPIRATION DATE:  4NOV25
  SENT TO:  *********************************
  
  Should you have any questions and/or need assistance utilizing your certificates,passengers are asked to contact our *********************** at **************.  A highly trained agent will be glad to assist you with your travel needs.
  
  We truly appreciate your loyalty and we look forward to welcoming you on-board a future United Airlines flight.
  
  
  Regards,
  
  ***** ********
  Customer Care Management
  **********************
  Case ID -*************** / 31267925
  BBB COMPLAINT # ********

  Customer response

  11/12/2024

   
  Complaint: 22498027
  
  I am rejecting this response because:
  Those travel credits were sent because we went back and forth submitting several claims. You said you would send a a travel credit. The travel credits provided were issued for prior claim submissions and are separate from the $200 charge for oversized luggage. As there is no proof my luggage was oversized, this charge was incorrect and should be refunded.
  
  If this issue is not resolved, I will proceed with a formal claim with the *****************************
  
  
  Sincerely,
  
  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩