United Airlines Customer Service Issues

Flight [redacted] was delayed for over 5 hours, with conflicting reasons provided. After a long wait, the crew walked off at midnight, and only a few staff members were present. The flight was eventually canceled at 1 am, offering half-off hotels for less than 4 hours of rest. Despite the offer, all hotels were taken, prompting some passengers to sleep in the airport. When limited food options became available, frustrations grew. Passengers were rebooked for a morning flight without much compensation. Janet Turner expresses disappointment in United Airlines and seeks a resolution for the chaotic experience.

I am experiencing issues with the customer contact page on the website. eTicket number: [redacted][redacted] 1. At the gate, there were only two lines, Zone 1 and Zone 2, with no clear direction for passengers in other boarding groups like premiere access or first class. 2. The flight was incredibly dry, causing discomfort and even resulting in me getting sick afterward. The lack of moisture made the experience very unpleasant. 3. The flight attendant in my section did not meet the usual standard of service I expect from United. She was not attentive and seemed frustrated. 4. I had difficulty getting water and requesting a hot towel, which was limited to one per passenger. 5. The Polaris seat was not as comfortable as anticipated, with gaps and narrowness causing pressure on the body. 6. Suggestions for improvement include dimming the entertainment control light, having fan controls at the seat, and lowering galley lights when not in use for extended periods. Overall, I felt that the upgrade did not meet my expectations for service and comfort, and I regret the decision to pay for it.

Before my return flight from Dublin to Denver on July 19, [redacted], I attempted to prepay online for extra overweight luggage on July 18. The online process appeared to be successful; however, an error occurred at the end, and it seemed like the payment was not accepted. Consequently, I paid for the luggage again the next day at the United Airlines check-in, unknowingly making a duplicate payment. Upon reviewing my credit card statement, I noticed I was charged $[redacted] on the previous night as well. I have screenshots of the error message from united.com and photo scans of my checked luggage tags. The contradictory messages from the website led me to believe the first payment did not go through. I am seeking a $[redacted] refund for the duplicate online transaction. I have tried to use the "checked bag refund" option online but require a baggage document number, which I do not have, only luggage tags. Please email me for further information or documentation. Thank you.

I attempted to prepay for extra luggage for my Dublin to Denver flight on 19 July [redacted]. The online payment process failed, so I unknowingly paid again at the airport. Consequently, I was double-charged $[redacted]. I have evidence of the failed online payment, as well as proof of both transactions. I am requesting a refund for the duplicate charge. I have luggage tag scans and screenshots of the conflicting messages from the website. When trying to process a refund online, I need a baggage document number which I don't have, only the tags. Please contact me via email at [redacted] for further discussion and documentation sharing. Thank you.

I experienced an issue trying to prepay for extra luggage before my return flight from Dublin to Denver on July 19, [redacted]. The online process took my credit card payment but failed to complete, showing an error on united.com. Consequently, I ended up paying again at the United Airline check-in, unaware of the initial online payment. Upon checking my credit card statement, I found I was charged $[redacted] twice. I have images of my luggage tags and screenshots of the contradictory messages from united.com that led to the double payment. I am seeking a refund for the duplicate online transaction. Attempting to use the "checked bag refund" online requires a baggage document number, which I don't possess, only luggage tags. I can send the documentation if needed. Thank you.

I booked a flight from Medford, Oregon, scheduled for 6:35 a.m. However, when I arrived at 6:38 a.m., I was told I missed my flight by three minutes. I witnessed my suitcase being the last one on the conveyor belt as I approached. This caused me to miss a direct flight to LAX to attend my mother's surgery at noon. Frustrated, I called United Airlines and managed to get on a new flight with a layover in San Francisco, ultimately arriving at LAX at 4 p.m., missing the surgery and having to handle paperwork for my mother alone. I am disappointed with the lack of assistance from the airline staff at the counter and the missed opportunity of an earlier flight due to delays. I am seeking a refund for these inconveniences. My contact information is listed below. Thank you for your attention to this matter. Jeff B.

My son's flight from Portland to Denver on 12/8/18 was delayed due to "mechanical problems" for 5 hours. United informed passengers that their bags were sent ahead to Denver without consent. Waiting for luggage that was supposed to be ready after a 5-hour delay was frustrating. At baggage claim, United staff were unhelpful, insisting the luggage was on carousel 11. After an hour, they reluctantly filed a "delayed baggage report." No assistance or supplies were offered for the inconvenience. Being left without clothes, my son had to purchase essentials with no guarantee of reimbursement. The prospect of waiting 30-90 days for compensation is concerning. The lack of live customer support and generic apologies from United added to the frustration.

Good morning, I am hoping someone can assist me with my request. My wife and I flew into Maui via United from Chicago with a layover in San Francisco. We encountered some obstacles due to flight timing, but the United representatives were very helpful and ensured we arrived safely. As we prepare for our return trip tomorrow, Friday, December 14, we are facing challenges with our seat assignments. Both of us are loyal United cardholders and prefer to fly United whenever possible. I am inquiring about the possibility of a reduced cost upgrade for seats 17A and 17B for reservation numbers P19EKN and P1RB 79, for Susan S. and Bruce F. S. Thank you in advance for your response. P.S. It is my wife's birthday and our 40th wedding anniversary, so any assistance with a special celebration would be greatly appreciated.

I am extremely disappointed with my recent experience on this airline. This was my third time flying to Trinidad with this airline, and unfortunately, my luggage was lost on December 11th. After a long wait, I finally received my luggage on the 13th, only to find my suitcase destroyed and my expensive electronic devices damaged. Despite reporting the lost luggage, I was only offered a $[redacted] gift certificate as compensation, which is unacceptable considering the inconvenience and losses I have suffered. I am considering legal action but hope that someone can address this matter promptly. I have documented the damages with photos. My name is Edouard J. N., and the reference number provided is Pos10645D.

Subject: Issue with Flight Reservation I had made a reservation for three people for a trip from Albany, NY to Key West and back, scheduled for 2/9 to 2/16. The initial booking had some errors, such as the outbound flight being booked in December instead of February, and some misspellings in the names. After contacting customer service, I spoke to a few representatives and escalated the issue to a supervisor named Fritzy. Despite my efforts, the supervisor was unable to resolve the problem and declined to transfer me to her manager or someone who could assist further. I am certain I correctly booked the flights for 2/9-2/16. After considering different options, I chose a flight with just one layover for an additional cost. I am requesting to review the recording of my initial booking, reimbursement for the extra charge, and an apology for the inconvenience caused. I have a background in the travel industry and find these multiple errors on one reservation unusual. Thank you, Hannah McDermott

Subject: Lost Luggage Assistance Request Dear Sir/Madam, I am writing to formally document my efforts to retrieve my lost luggage which was misplaced during my recent trip. On December 15, [redacted], I flew from Harrisburg, PA on flight number [redacted], where I gate checked my luggage. Unfortunately, due to adverse weather conditions, the flight was redirected to Milwaukee. Despite my inquiries at the United ticket counter in Milwaukee, I was told no assistance could be provided. Subsequently, I contacted United Airlines customer service at 10:05 EST to seek guidance on the procedure for recovering my luggage. Despite my efforts, I was unable to obtain a satisfactory response. The information provided by the representatives was inconclusive, with no clear path to resolution. My lost luggage is a light grey carry-on with a brown leather stripe, containing professional women’s clothing and a binder labeled "Leadership Foundations Center for Management and Organizational Effectiveness." The total value of the contents is estimated at $[redacted]. I urge the airline to investigate this matter promptly and provide me with a solution to retrieve my belongings at the earliest convenience. Your attention to this issue would be greatly appreciated. Sincerely, [Initials]

I bought a ticket for my son on May 26, [redacted], using my Capitol One credit card. My son's name is Jorgo Kioussis, and the ticket number is [redacted][redacted]. Unfortunately, he passed away in Boston and will not be able to return to Tucson, Arizona. When I contacted United, I was informed that I would need to provide a death certificate for a refund. I have made multiple attempts to reach out for information on the policy and the appropriate contact details to submit the required documentation for the refund. I am finding it difficult to speak with someone about this issue as I have spent several hours on hold. Kindly provide me with the necessary information to address this unpleasant situation.

Dear United Team, I recently flew with your airline from Delhi to Newark, then to Raleigh. My flight details were as follows: reservation number OPCV0F, Flt No UA83 departing on 18 Dec [redacted] at [redacted] hours (India time). I arrived in Newark around [redacted] hours on 19 Dec [redacted] (EST). After a quick customs process, I found myself in Terminal C by 6 am. Despite my booked flight being UA3431 at [redacted] hours (reservation OP1YJW), I asked the customer service desk at Terminal C if I could get on an earlier flight. The lady at the desk informed me that I had to stay on my scheduled flight since my luggage was already checked in on UA3431, per regulations. During my 5-hour wait, I checked your app at 10 am and was surprised to see that my luggage was already on its way to Raleigh on an earlier flight, UA3430. It seems there was a discrepancy with the information given by the lady at the service desk. As a valued member of the Star Alliance, I suggest United reflects on the customer service experience provided to passengers. The service desk represents the airline's image, and their decisions have a significant impact on customers. I hope this feedback leads to improvements for future travelers. Wishing you all Happy Holidays, Vivek

Dear United Airlines Customer Service, I am reaching out to inform you about a concerning situation involving a passenger I believe has committed fraudulent activities related to her visa and citizenship applications. The individual in question, Ms. Valdiviezo, allegedly falsified information on her entry Visa in [redacted] and her N400 for citizenship in [redacted]. Additionally, there are claims of wrongful sequestering or kidnapping that have been made against her, as well as suspicions regarding her daughter, Raquel Garrido Lecca, who is a United stewardess. I have contacted my lawyer in Peru who has sent a notarized letter to United in Peru detailing these charges. I have evidence to support these claims, including letters from her previous landlords. I urge you to investigate this matter further, specifically looking into Ms. Valdiviezo's N400 application and any potential criminal history she may have. I appreciate your attention to this serious issue and I am willing to provide any necessary evidence to support my claims. Thank you for your consideration. Sincerely, Patrick Morris

I am contacting regarding baggage that was left at Houston airport on December 18, [redacted]. My flight confirmation number is B1R813. During check-in, my bags were not tagged at the front desk, and the personnel sent my luggage without tagging. I reported this issue to the supervisor and team lead. My bags have old tags from my previous travel to Houston on December 8. The luggage has the following old tags: LH074537 and LH074549. The airport supervisor assured me I can claim it once I return to my original destination (IND-BLR) and I was requested to leave my luggage and board the flight. I am unable to make an online claim without certain required details. My name is written on both bags using United name tags. The bags are a red VIP bag (large) and a purple Skybags (medium). Please assist me in filing a claim or support me in retrieving my luggage promptly. I have informed Lufthansa about the missing luggage at Bangalore airport, and they informed me that they have not received any information from United Airlines. Kindly provide me with your assistance or communicate with Lufthansa promptly.

Hello, I am Yongjun Lee. I flew with United Airlines on 12/21 from Detroit to Newark at 6:00 A.M. to 7:50 A.M. Unfortunately, there was an issue with my luggage. It seems that someone with a similar bag at Detroit Airport accidentally swapped bags with me. We each checked in the wrong luggage. The person who mistakenly took my bag then turned it in at Southwest Airlines in Atlanta, while I turned in their bag at United Airlines in Newark. My claim number is 42213M. I urgently need United Airlines to contact Southwest Airlines to arrange for the correct bags to be sent to the right locations promptly. This is an emergency situation, so I would greatly appreciate a prompt response.

I was on flight 64 from Newark airport to Lisbon, Portugal on December 18, [redacted]. The flight experienced delays due to a problem with the door and I, a person with a disability, faced challenges with seating. During the flight, the pilot braked abruptly, causing me to injure my back from the neck down to my tailbone. The subsequent plane change resulted in additional delays and discomfort due to hunger and exhaustion. I am currently in Portugal visiting my daughter until January 6th and would like to request compensation for the ordeal. Please contact my daughter via email as my email is not functioning. While in Portugal, I can be reached at 1-[redacted] (cell) or 1-[redacted] (home). I kindly ask for a phone call before I depart. My boarding pass details are intact, with confirmation number IWRNGD and ticket number [redacted][redacted]. Thank you for your attention to this matter.

I have a connecting flight scheduled for 12/28 between two airports and need to change it to a direct flight from EWR to PDX. My initial journey on 12/23 was from PDX to EWR with a stop in IAD due to a delayed UA2301 flight, causing me to miss UA2250 in IAD. Consequently, I had to stay overnight in the airport and catch UA [redacted] on 12/24. Furthermore, my luggage, sent on UA2301, was missing for 2.5 days and only returned on 12/27. As a result of these inconveniences, I am seeking compensation to cover the expenses of rescheduling a direct flight to PDX on 12/28.

I have a connecting flight booked for 12/28 between two airports and would like to change it to a direct flight from EWR to PDX. The flights I'm currently on are UA [redacted] and UA [redacted], traveling from EWR to DCA and IAD to PDX. This is a return trip following my travel on 12/23 from PDX to EWR with a connection in IAD. Unfortunately, my first flight UA2301 was delayed, causing me to miss my connection UA2250 in IAD. I had to spend the night in the airport and catch flight UA2248 on 12/24. Additionally, my luggage was initially put on a different flight and was missing for 2.5 days, only returning to me on 12/27. I am asking for compensation to cover the expenses of changing my flight to a direct one to PDX on 12/28.

Hello United, I experienced difficulties trying to change my seats for my upcoming Frankfurt to Chicago flight. The support team seemed hesitant and then unable to arrange for our seats to be together. It appears that the partnership with Lufthansa has caused unnecessary complications, leading to a lack of communication between the two airlines. I was stuck on hold with both companies for hours, with each directing me to the other to resolve the issue. Unfortunately, even after spending over an hour on the phone with United, my seating arrangement remained unchanged due to a persistent "system problem." Despite speaking with a supervisor, I was unable to get help and was reluctant to transfer to US-based representatives. I understand that these issues are likely common but this process has been incredibly frustrating.