United Airlines Customer Service Issues

Hello, my name is Liyun Wang. I made a flight reservation for my brother-in-law with booking code BM3MF7. I booked the earliest flight to ensure he could reach his business in Hawaii on time. Unfortunately, the events that unfolded yesterday were quite absurd. The flight was continuously delayed for hours. Originally, he was only supposed to have one stop in Chicago before heading to Hawaii. However, after finally boarding the flight to Chicago at 10:45am (four hours late), he was informed that he needed to take a connecting flight to Los Angeles first, which was unexpected and not previously communicated. This change led to multiple phone calls to reschedule his business meetings. The flight to Los Angeles was also delayed, ultimately resulting in its cancellation after a two-hour delay. This unexpected turn of events caused my brother-in-law to cancel all his appointments. The additional cost of nearly $[redacted] for the extra stop was unreasonable, and the lack of communication regarding these changes was frustrating. The whole experience with United Airlines was disappointing, and I am reluctant to book with them in the future. The lack of transparency and the unexpected itinerary changes were truly exasperating.

On November 6, [redacted], I, David M. Ochsner, traveled on United Airlines Flight [redacted] from Cincinnati to Denver, CO, with a departure time of 9:20 am and arrival at 10:35 am. Due to my disability, I require assistance with a wheelchair as I can only walk or stand for a limited amount of time without pain. Upon arrival, only three out of the nine passengers who requested wheelchairs were provided with one. When I inquired about my wheelchair, the agent appeared stressed and did not offer any reassurance or apology. Despite my repeated requests, the agent seemed unsure and non-responsive, causing my ride to wait while circling the gate trying to locate me. After the wheelchair finally arrived, I directed the attendant on where I needed to go to collect my checked luggage and be taken to arrivals for my ride. The attendant, though visibly stressed, was cordial, and I provided a tip understanding that the situation was not his fault. Unfortunately, when he dropped me at the wrong airline's spot instead of United's as requested, I was left in pain and confusion. The handling of the situation was distressing and cold, especially after the loss of my mother and the stress of the journey. I am on a fixed income and simply want a refund for my ticket due to the poor treatment I received, as I will not be flying with United again. I hope for a fair resolution and request United Airlines to consider my request. If needed, I can provide verification of my situation and treatment from doctors and fellow travelers. David M. Ochsner - 11/9/[redacted]

On a recent short flight with United from Louisville to Chicago, my luggage went missing. United assured me they would deliver it to my hotel that same evening, which didn't happen. Despite their promises of a morning delivery the next day and keeping me updated via email, my luggage was sent back to the airport because I had checked out. United then informed me that I could pick it up at O'Hare by my departure time. When I arrived, my luggage was still with the delivery service, with promises of it being put on a flight that evening. After numerous calls and conflicting information about the whereabouts of my luggage, I was frustrated with the lack of communication and false promises. Despite being told various locations, from Chicago to Louisville, and it being in transit, the situation remained unresolved. United's inability to locate my luggage and the continuous lies have left me disappointed and inconvenienced. I hope United can address my concerns and improve their customer service going forward.

I have a booking with United Airlines under ticket reference number '[redacted][redacted]'. Unfortunately, my wife's grandfather passed away three days ago and we have rituals to attend in India from the 24th to the 26th of November. Additionally, my wife is not emotionally stable to go ahead with our planned first marriage anniversary celebration in the US. I can provide the death certificate as needed, but it will take about a week to obtain. Can you please advise on what options are available? We are looking to travel to the US next year, but the dates are uncertain. Is there a way we can receive a coupon for future use next year? I hope to receive a prompt response, as I have been trying to reach out for the past 24 hours.

On October 16, [redacted], my husband and I flew from SFO to Bologna via Munich with a scheduled departure time of 1:30 PM. Our booking code was UMPZNT. Unfortunately, the UA flight was delayed by 1 1/2 hours, causing us to miss our connecting Air Dolomiti flight to Bologna. Lufthansa's customer service assisted us in finding a later flight. Despite flying business class, we received no help from United Airline staff upon landing in Munich. Shortly before our return flights from Bologna to SFO via Munich, I discovered that Lufthansa had no record of our booking because UA marked us as NO SHOWS for our connecting flight. The lack of communication between the two airlines led to this issue, and we hold UA accountable for the inconvenience of having to rectify the situation during our trip. The failure to notify us of being marked as No Shows and having our return segment canceled was disappointing. We plan to avoid flying with UA in the future, even if it means paying more, as Lufthansa has consistently provided on-time flights. Our experience with UA's delays and lack of accountability has been frustrating. It's clear that as passengers, we are expected to assume responsibilities beyond our control. This has been a disappointing ordeal, and we are grateful for having alternative airline options available.

On Monday, I tried twice to modify my reservation online, but the changes didn't process. However, I noticed pending charges on my bank statement for a total of $[redacted] ($[redacted] change fee + $[redacted] ticket cost each time). Through a call to United, I successfully modified one part of my reservation, and that fee has been charged. I request assistance in removing the two incorrect pending charges. Also, the updated segments (EUG-DEN and DEN-PHL) haven't been added to my MileagePlus account, WM070311.

My flight, UA [redacted] with Confirmation # AMKL53 under the last name BURD has been canceled from EWR at 5 am this morning on 11/16. I am seeking an alternative flight promptly due to attending my Grandpa's funeral, prepared with the death certificate if requested. The mobile link provided no available flights for the rest of Friday, 11/16, but offered 40 options for 11/17. I have tentatively selected a flight for 11/17 but prefer to depart on 11/16, considering various departure and arrival locations. I have contacted the airline, experiencing a 30+ minute delay, currently at 18 minutes. I am contacting you for assistance in securing a flight on Friday (11/16) or guidance on compensation for the inconvenience caused by the cancellation.

Hello, I have made five unsuccessful attempts to reach a customer service representative by phone, waiting an hour each time. My husband has been a loyal United Mileage Plus card member for over three years. I was considering switching to this card to fly United together, but recent events have made me hesitant. I initially booked a Thanksgiving flight to see my family for $[redacted] a month in advance. Now, the same ticket costs $[redacted], and changing it to spend more time with my family due to an unexpected day off would result in a $[redacted] fee on top of the $[redacted] price difference. This seems unfair. I am requesting a fee waiver to change my flight from Houston to Newark at no cost. My current flight is on Thursday at 6 am, and I would like to switch to any flight departing a day earlier for free. My United ID is VY741671. Thank you, Zhaniya

On November 17, my friends and I were passengers on United Airlines Flight [redacted] from Cancun to Cleveland. Departing around 11:20, the steward serving us snacks handed out stale pretzels, which were quite unpleasant. When I requested cookies instead, he informed me they were only available on morning flights, which was disappointing. We are frequent United flyers and have never experienced such subpar snacks before. Despite the high cost of our flights, we seldom make requests, but receiving stale pretzels felt like being served inedible food. It was unfortunate that all [redacted] passengers were given these unsatisfactory snacks. Looking for an explanation and hoping for better quality snacks in the future. Thank you for your attention.

I've noticed an increase in non-service dogs flying with United lately. In just 20 minutes, I saw three unleashed dogs at the airport, one even making a mess. Normally, service dogs wear vests and are leashed. United supposedly prohibits non-service pets in cabins according to the WSJ. This weekend at O'Hare, I saw dogs without leashes at higher gate numbers. Airlines should prioritize human hygiene over pets and charge higher fees for monitoring. "Pet Parents" seem willing to pay more, so it's worth considering. Let's ensure a clean and safe travel environment for everyone.

I am trying to request an extension for an unused ticket expiring on 11/27/[redacted]. Despite entering all the correct information, I keep encountering an error message. I've attempted to contact customer service three times today with each call having a 60-minute hold time. I need assistance correcting an error on my boss's account and was advised to email customer care for a potential extension of $[redacted].16 credit to my boss's FF account before the expiration date. I fear I won't receive help in time. Can you please help me? The ticket number is [redacted]. I'm uncertain why my information isn't being accepted by customer care. Kindly contact me at [redacted] or via email at [redacted] for assistance. Best Regards, Kim Allen Executive Assistant to VP Jeff Stewart at Opentext- Professional Services.

I am writing regarding our recent flight from Honolulu to Chicago on November 17, [redacted], Flight #[redacted]. Unfortunately, the wifi was not operational throughout the journey. Despite being informed via the intercom to contact customer care for compensation, we received no response in time for our return flight on November 25th. We did, however, receive an email on November 26th apologizing for the inconvenience and expressing a commitment to provide better service in the future. While we appreciate the communication, we hope for a more tangible resolution and improved experience on our next United flight. United Customer Care, we kindly request a follow-up to address the wifi issue and enhance our flying experience. Please reach out to us via email or phone at [redacted]. Sincerely, Cary C. and Martha C. JE808744 and JE808884

My flight from Grand Rapids to Sioux Falls was canceled due to the crew not being able to make it on time. After waiting for 3 hours, we were rebooked for the following morning. This was meant to be a round trip, with my return flight scheduled for Sunday, November 25th. However, I am still at home struggling to find a new flight after it got canceled for the third time. Dealing with United representatives has been challenging as they have provided me with unclear and insufficient information. This whole situation has caused me much more trouble than anticipated. I reluctantly chose to fly instead of making a 10-hour drive for the sake of convenience, which now seems ironic. As a college student, missing two days of classes that cannot be made up is frustrating.

The service in San Jose, Costa Rica, was disappointing. I had to check my shoulder bag because they claimed it was too big, even though it was fine when I departed from Las Vegas. It seems odd that I could have carried it on if I had bought another ticket. My bag is worth $[redacted] and I hope it doesn't get damaged. It's frustrating to see the decline in United Airlines' service. I believe United should evaluate their staff in Costa Rica. The manager seemed disinterested. I'll be boarding soon and will update you on the bag's condition. - Mark Holland.

I am filing a complaint concerning the way United managed my flights last week. My scheduled flight from SAT to IAD on Nov 26th at 5:12 pm (UA2259) experienced nearly 10 delays. To my surprise, I discovered that my boarding pass vanished from my MileagePlus account, replaced with flight UA6138 for the following day, without my consent. My attempts to obtain an explanation led me to spend an hour on hold with the airline while my family had to adjust their bookings to match mine. This incident left me deeply unsatisfied with United’s handling of the situation. I have been a loyal United customer and MileagePlus member (acct# CJA99730) for years, appreciating their customer service until now. Due to the numerous delays and flight changes, I missed my connection to Frankfurt for a crucial business trip. This led to my company lacking a key presenter at the conference and facing repercussions from my employer. The stress and impact on my family and career were unnecessary. While I acknowledge that weather delays are beyond the airline’s control, I believe United could have managed the situation better, and I am seeking fair compensation. Thank you for your attention.

Dear United Airlines, I am writing to share my recent travel experience. My name is Amanda Eileen Schwab, as per my ticket information. My flight on Monday, November 26, experienced significant delays out of Boston and a 14-hour delay out of Newark. These delays caused me to miss a full day in Costa Rica, including my scheduled domestic flight with Sansa Airlines. I opted to take a bus on Tuesday, but further complications arose due to lost luggage, resulting in another day away from my destination in Santa Teresa. Overall, I am deeply disappointed with my flight experience, the level of customer service, the repeated delays, and the mishandling of my luggage. As a loyal customer, I kindly request to reschedule my return flight, originally planned for Wednesday at 4:00 pm, to either Friday night or Saturday morning to compensate for the two lost vacation days. I am willing to provide additional flight details as needed. Thank you for your attention to this matter. Sincerely, Amanda

I recently had a serious experience on a flight from Las Vegas to Newark on September 7, [redacted], with a confirmation number L09112. I have been attempting to reach someone regarding the incident involving my missing wallet and passport. There was a concerning issue with the service provided by the security officer, named Theo, at Newark airport. My passport was returned to me after being misplaced for 24 hours. I reported my lost wallet to the police at the airport and experienced a two-hour delay due to Theo. I have been a loyal customer with United for a significant amount of time, and I would appreciate the opportunity to discuss my experience further. If someone could please reach out, it would be greatly appreciated. Thank you.

During a cruise on December 1st, my Vietnam Veteran spouse had a severe PTSD episode, leading us to rush to the VA Medical Center in Houston. I mistakenly booked a flight for June 2 instead of December 2 from MIA to IAH, which caused us immense stress upon arrival at the airport. I had to quickly rebook for a flight that only got us to Houston at 3:33, missing our 4:00 appointment. Furthermore, the flight delay, chaos at the airport with army dogs, and seating separation made my husband's condition worse. This experience with United's delays, poor service, and high prices has left me deeply disappointed. Even trying to submit a complaint through my mileage plus account was unsuccessful due to technical issues on the website. Signing off as Ola Milton McDonald HH704086.

Frequent flyer program: Account Number: [redacted] Title: Mr. First Name: Kevin Middle Name: Last Name: Hall Suffix: Sr. Email Address: [redacted] Phone: [redacted] Address: [redacted] Mcdermitt Drive #4 Davison, Michigan, [redacted] Ticket Details: United Confirmation Number: HOMETY United Ticket Number: Flight Number: [redacted] Flight Date: 12/4/[redacted] Origin: Raleigh/Durham, NC, US (RDU) Destination: Flint, MI, US (FNT) Feedback: I had to pay a checked baggage fee on my return flight from Raleigh to Flint on Dec 4, [redacted]. I was misinformed about the overhead bin space and request a full refund for the baggage fees. Thank you.

I had a disastrous experience with reservation NH6V56. UA canceled my returning flight without notifying me and after significant time on the phone, the flight was restored. Nonetheless, the day before my return, I discovered it was canceled again. I had to scramble to find an alternative route, including canceling a preferred second flight and taking a ferry. This led to extra hours in a hurricane-damaged airport, losing out on first-class amenities, and not being able to travel with my family as planned. UA agents were professional but couldn't fully resolve the situation. I am seeking a full refund for my wife's and my round trip, including the first-class seat I paid for and a voucher. - Mark G.