ComplaintsforUnited Airlines, Inc.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  flight ( UA935) from ********* on September 26, 2024. Our final destination was ********, ******. During our flight we were diverted to ******************** due to a malfunction in the navigation system. Upon arriving to ****** I spoke with a united agent and explained that this delay will cause us to miss our next flight to ********. He said United will take care of any expenses incurred due to this diversion, to request it once the trip is over. Confidently believing the agent we went along with the rest of our delayed trip. We had to change our flight to the next day and we had to stay overnight in ****** once we arrived there. Upon our return I contacted United requested they refund us our expenses, change in flight fees, hotel stay . United "customer care" just apologized said sorry we don't refund for these things and sent a $100 credit. This is NOT acceptable. I went around in circles with United trying to get them to do what we told would happen and they did nothing. I want a refund for my expenses.I emailed with 3 diff united agents, sent over receipts. All fully aware of the situation and all to no avail. What type of customer service is this ?? How do we end up on a diverted flights with extra expenses and not get reimbursed ???!!

  Business response

  11/11/2024

  Hi *****,
  
  The Better Business Bureau has notified United Airlines that you have filed complaint #******** against us regarding your reimbursement request. I appreciate the opportunity to respond to your concerns.
  
  I'm sorry this was your experience. We will use this information to get better.
  
  I researched the details of your flight and because the flight UA231 from *********** to ****** on September 26, 2024, was diverted due to mechanical issue, which caused a misconnection to the final destination, I am going to process reimbursement for hotel expenses in ****** as an exception. When you have a moment, please confirm your mailing address for check issuance.
  

  We appreciate your feedback, and we've shared your comments with our operations team for review so we can continue to find ways to improve our service on the ground and in the air.
  
  We appreciate you as a MileagePlus member, and we hope your next journey with us will be more enjoyable.
  
  Regards,
  
  Guia
  Customer Care
  Case ID: ***************

  Customer response

  11/13/2024

   
  Better Business Bureau:

   

  Please let me know where to send my address to for the reimbursement of the hotel stay . 
  
  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

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a flight through Priceline but I had an emergency and needed to cancel. They told me they cant cancel nor refund it but to contact the airline. I contacted United Airlines and they agreed to cancel and refund me but they said the refund will go back to Priceline as my travel *****. I requested the refund on 11/03/2024 for a flight that was supposed to be on 11/05/2024, way more than ********************************************************************** the industry. Today is 11/07/2024 and I contacted Priceline and they are not only refusing to issue my my refund that United Airlines told me they had sent them but they are claiming United Airlines told them they did not issue a refund against what their representative told me. I need help please. Now between Priceline and United Airlines, they keep telling to call the other party and passing me around amongst themselves without offering me a resolution. I contacted United Airlines again today and the ***** was now telling me that the first ***** did not make a refund request or provided a guidance for me to do so. She just did but my concern is that I as a consumer, how would support to know all these hoops to jump through when a support customer services ***** already said your refunds has been approved and sent back to Priceline.

  Business response

  11/11/2024

  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 for the confusion and miscommunication. It's never our intention to advise our passengers incorrectly.
  
  Sometimes, unexpected events arise, and I understand you may need to change or cancel your travel plans. I regret 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.
  
  Additionally, weve reviewed your reservation and understand your request for a refund. It appears your ticket was purchased as part of a bulk booking through a third-party travel agency at an unpublished rate. Unfortunately, because of this, were unable to process the refund directly.
  
  We recommend reaching out to the travel agency that issued your ticket, as theyll be best positioned to assist you with your request.
  
  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 response

  11/11/2024

   
  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

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our original flight from *** to *** had a canceled segment. Although United did rebook us onto a flight From *** to EWR, (understandably we had to pay for our flight from TLV to ATH out of pocket). As it costed us a night in a hotel to make that flight work I would expect to be compensated accordingly. I'm shocked that after filing a claim with United for our hotel expenses my claim was denied. Utterly disgraceful!

  Business response

  11/08/2024

  Dear *** *******,
  

  The Better Business Bureau has shared your information with United Airlines ************************* and we appreciate this opportunity to address your concerns regarding your travel on October 31, 2024.

  Our records show that Lot Airline's was impacted by a schedule change and understand situations like these can be disappointing. Under these circumstances, we will give the option to travel to a different airport that might work for your travel plans. If you choose to continue with this option, as opposed to receiving a refund, we're unable to offer a refund or reimbursement of additional expenses incurred.
  

  We appreciate your understanding.

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

  Customer response

  11/11/2024

   
  Complaint: 22522122
  
  I am rejecting this response because:

  As is with any schedule change resulting in additional costs, Airlines must accommodate the passengers as well as reimburse them for any expenses incurred. Accepting a rebooking by no means should result in forfeiting reimbursement for these expenses. I'm completely shocked at the confidence in rejecting my claim.    
  
  Sincerely,
  
  ******* ********* *******

  Business response

  11/12/2024

  Dear Mr. ******* and Ms. *************** am glad to receive your reply and appreciate having an opportunity to address your concerns and request.  I want to apologize again for your flight disruption and unpleasant experience when you were scheduled to travel with our Star Alliance Partner (LOT Airlines) on October 31st, 2024 (LO160 31OCT24 TLV-KRK).
  
  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.
  
  We realize that you have used United Airlines Award Miles to travel on LOT Airlines between TLV and KRK.  Please understand, it is the operating carrier (whos flight was delayed or cancelled) that is responsible regarding reimbursement claims or compensation.  Respectfully I regret United Airlines does not compensate or reimburse for flight 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. 
  
  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 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.
  
  
  Sincere regards,
  
  
  ***** ********
  Customer Care Management
  **********************
  Case ID ***************
  BBB COMPLAINT # ********

  Customer response

  11/13/2024

   
  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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I travelled to ****** in July for holiday. During the travel my baggage became damaged. I booked the trip through United. Since it was an international flight they used another carrier, Aer Lingus. Upon discovery of the damage to my bag, I reported the damage to Aer Lingus, as it was the carrier which flew me from ******** to ******. I was seeking resolution for this issue since July and was told last week, after months of waiting and numerous attempts for a rectification, to contact the carrier who booked the flight. I have contacted United to explain the situation and they only told me it was beyond the 7 day policy for international flights to report damage. I explained I was dealing with the carrier who had damaged the luggage, and explained the situation which was to no avail. The pictures will speak for themself. I'm happy to send the messages from the WhatsApp which date and denote the efforts which were exerted when the damage first occurred.

  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 your baggage was damaged when you traveled with us on July 16th,2024.  From the events you described, I regret you did not receive the level of service you have come to expect when traveling with United Airlines. Reliability is one of our corporate cornerstones, and we go to great lengths to provide reliable service every day.
  
  Generally,damaged bags must be reported within 24hours upon retrieving your bag, as this allow us to inspect your bag.  If you have not yet filled out a claim, passengers are asked to fill out the following claim:
  ********************************************
  
  Once submitted, a representative from our ************************* will review your claim and will contact you within 30 days to advise you of your claim status.  You may also contact our ************************* at **************.
  
  We consider it a privilege to serve you and look forward to the opportunity to see you aboard the friendly skies of United soon. 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 -***************
  BBB COMPLAINT # ********

  Customer response

  11/08/2024

   
  Complaint: 22519340
  
  I am rejecting this response because:

  I have attempted numerous times to file a claim on the website. Since it is past the allowable time to file a claim, I am denied. I need customized support in order to file a claim.

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

  Business response

  11/12/2024

  Dear Ms. ************** glad to receive your reply and appreciate having another opportunity to address your concerns and request.  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.
  
  I am sorry to learn your claim regarding your damaged bag was declined from our *************************.  As previously advised, damaged bags must be reported within 24hours upon retrieving your bag,as this allow us to inspect your bag.  Since a claim was not submitted within 7 days of your travel, your reimbursement request was respectfully declined.
  
  However as a gesture of goodwill, 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.
  
  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 are advised to contact our ************************* at **************.
  .
  We appreciate your support and understanding regarding this matter.  We consider it a privilege to serve you and look forward to the opportunity to see you aboard the friendly skies of United soon. 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 -*************** / 31278492
  BBB COMPLAINT # ********

  Customer response

  11/13/2024

   
  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

  11/05/2024

  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

  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

  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 # ********
  
  

*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. ↩