United Airlines Customer Service Issues

I lodged a formal complaint with United Airlines concerning my daughter's trip from San Luis Obispo to Boston on 12/22. They offered a $[redacted].00 credit for a future United flight as a gesture to rebuild our trust. The initial United flight was delayed, causing her to miss family events. She was then rerouted on UA through Denver, which got canceled, and eventually put on an American Airlines flight through Phoenix. Initially charged for checking a bag, the $30 fee was refunded, but the bag only arrived on 12/24. Requesting a partial refund (half the ticket cost) due to United's failure to render service within a 12-hour timeframe (she arrived at 5:30am EST on 12/23 rather than the scheduled 5pm on 12/22). United blamed ATC delays, although other airlines were departing from SBP airport during the period she waited to board the AA flight. Despite understanding holiday travel challenges and the increased ticket price, the service provided was exceptionally poor. I am once again asking for a 50% refund of the ticket price or a UA voucher for the same amount. If this matter remains unresolved, we may opt for American Airlines for her future travels. Regards - C.M.

Flight [redacted] OGG to LAX on December 19, [redacted], was a disappointing experience as a Million Mile Flyer and Platinum Member. My usual late evening flight was rescheduled to depart at 4:11 PM. Upon arriving at OGG airport at 2:15 PM, the flight was delayed until at least 7 PM without any prior notification from United despite signing up for alerts. The delay of 6+ hours was known early that morning by United, causing confusion with four different departure times displayed. United staff at OGG were uninformed about the situation, and after a six-hour wait, the flight left with only nine passengers in First Class out of 16 seats. The compensation offered did not match the inconvenience and cost incurred, even with my extensive miles. Using two regional awards went to waste as everyone was upgraded to First Class. This ordeal led to passengers seeking alternative flights. Sincerely, Gary M. and Darelin M.

On 1/2/[redacted], my family and I experienced a series of flight disruptions starting with United Airlines flight UA4203 from Knoxville TN, which was first delayed then canceled due to mechanical issues. We were then rebooked on an American Airlines flight scheduled for 6:45 pm, which we feared would make us miss our connecting flight in Charlotte NC. Due to concerns about the tight connection time, we made the difficult decision to cancel our flight, rent a car from Enterprise, and drive 10 hours to Saegertown PA. Our journey began at 6 pm from Knoxville and we arrived home at 4 am on 1/3. This alternate travel plan was necessitated by our previous canceled flight on 12/28 and the subsequent chain of disruptions that left us with little confidence in our ability to reach our destination in a timely manner. The unexpected challenges led us to seek a refund for the return trip fees for the six passengers in our party.

My family of five, including my 73-year-old mother with disabilities, experienced significant travel challenges during our trip from Wichita Ks. A delayed flight caused us to miss our connecting flight, resulting in a series of unfortunate events. Despite initially being told we couldn't leave until 12/23/18, we had to change our hotel stay and return flight multiple times due to changing flight availability. As a result of these unforeseen circumstances, we incurred various additional costs totaling $[redacted].00, including hotel expenses, car rental fees, and amusement park ticket changes. Moreover, the delay in our baggage delivery, particularly with essential medication for my mother, further complicated the situation. We hope for compensation not only for the financial losses but also for the stress and inconvenience endured by our party, which comprises Dora Guinn, Jimmy Guinn Jr., Jimmy Guinn III, Bessie Guinn, and Markel Guinn. We kindly request round trip tickets for all five guests within the next year to help remedy the disruptions during our vacation.

Subject: Lack of Provision for Kosher Meals on United Airlines Flight To Whom It May Concern, On the 26th of December, my wife, C. M., and I, B. C. M., travelled from London to Cancun on United Airlines under flight reference KPXFZS, returning on the 3rd of January. Despite prior arrangements, we were disappointed to find that no kosher meals were available for us on the outbound flight, posing a significant health risk during the 11-hour journey. Moreover, even after requesting kosher meals for the return journey, they were still not provided as expected. We had to request them multiple times at different points in Cancun airport before they were eventually brought onto the plane at the last minute by Sandra. United Airlines' failure to provide the necessary meals goes against the company's stated commitment to diversity and inclusion. We were only offered a $[redacted] refund, which we believe does not adequately address the inconveniences and health risks we faced. We kindly ask for a reassessment of the compensation offered to restore our trust in United Airlines services and ensure the safety and well-being of future travelers. Looking forward to your prompt response, B. and C. Menahem

I recently flew from Houston to Sydney on UA101 on December 24 and unfortunately, I had a negative experience with one of the flight attendants. The overall flight was okay, but the flight attendant serving me was consistently rude, making me feel discriminated against. When my special meal was served cold during breakfast, I politely asked for it to be reheated, to which she responded dismissively by saying "that's how it is." Despite the same meal being heated properly for dinner, when I requested a different meal, she refused, citing limited availability. Feeling hungry, I inquired again after everyone was served, only to witness extra meals being stored away, yet I was denied another meal based on ordering a special one, while plenty of other options were available for different passengers. The attendant's lack of service continued as I asked for milk in my coffee after it was served, resulting in a disgruntled response. The treatment I received was unacceptable, and it has left a lasting negative impression, making me hesitant to choose United for future flights.

I had a flight booked from Little Rock to Chicago on January 18, [redacted], at 6:20 p.m. Unfortunately, my flight got canceled, and I was rebooked on a 2:00 p.m. flight, which got delayed twice. Eventually, I made it to Chicago, but my connecting flight to Duluth was also canceled due to the pilot's emergency. The airline promised hotel accommodation but failed to deliver. I was then rerouted to Minneapolis without any further assistance and told to handle my own transportation. The agent I dealt with was very impolite and did not even apologize for the inconvenience caused. I am disappointed with the lack of service and will think twice before booking with this airline again. My experience left me stranded in Minneapolis late at night, requiring my son-in-law to drive a considerable distance to pick me up. This experience has definitely soured my opinion of the airline, and I will not be recommending it to others. - Amanda P. Email: [redacted] Phone: [redacted]

Flight UA275 Friday, January 4th, [redacted] Confirmation: PNSQNS Departure: Newark (EWR) Arrival: Los Angeles (LAX) Our recent journey back from New York to Australia encountered significant issues on flight UA275, which left my family with a 13-month-old severely compromised. In a distressing turn of events, our carry-on luggage packed with essential items for our sick child, including diapers, formula, food, clean bottles, and clothes, was unexpectedly checked through to Sydney upon boarding. Despite our urgent pleas at LA, we were initially told it was bound for Sydney. A subsequent attempt to retrieve it downstairs was met with resistance, leaving us no choice but to rush to catch our connecting Qantas flight. The situation escalated when, upon arrival in Sydney, the carry-on was still missing, causing us significant distress until it was finally returned to us four days later. This experience, coupled with the mishap on our earlier flight to New York, where my wife and I were separated from our child due to ticketing errors, has left us deeply dissatisfied with the level of service provided. It is imperative that United addresses these shortcomings to prevent other travelers from enduring similar ordeals.

During our recent flight to Chicago, my terminally ill wife accidentally left her coat in the boarding area. Despite having over 20 minutes left before takeoff, the stewardess refused to let her retrieve it. When my wife called her rude, the stewardess then went on to verbally abuse another passenger. After we were already on the runway, the plane turned around and went back to the gate. My wife was asked to disembark, but they wouldn't let me, her caregiver, go with her. The flight was delayed over an hour. The stewardess claimed my wife disrupted her and other passengers, which wasn't true as my wife was asleep, upset about losing her new coat. The only thing she said was that the stewardess was rude. This unnecessary ordeal has prompted me to share our experience on social media and contact the press to shed light on the inappropriate behavior of the airline stewardess.

I flew from Toronto Pearson International Airport to Denver International Airport and then to Sioux Falls Regional Airport on January 30, [redacted]. My confirmation number is [redacted]. I checked in five suitcases at Toronto Pearson for $[redacted].30 CAD. Unfortunately, the flight from Denver to Sioux Falls was canceled upon our arrival. We had to stay at a nearby hotel in Denver on the night of January 30th, and United Airlines did not cover the cost of accommodation and meals. Upon arriving in Sioux Falls on January 31st, all five of my suitcases were not released to me. I waited for an hour at the airport but had to leave due to having a toddler with me. I had arranged transportation for the suitcases, but they were not delivered. I spent over an hour on the phone but did not get any concrete answers or receive my bags. I am requesting a document explaining the reasons for the flight cancellation, a document detailing the weather conditions on January 30th, and a refund for the baggage fees or compensation for additional expenses incurred.

I would like to verify if I have a round-trip flight booked for departure on Thursday, February 14 from Cincinnati to Las Vegas, and returning on Tuesday, February 19 from Las Vegas to Cincinnati. Unfortunately, I do not have a confirmation code; however, I am confident that I made a reservation. I am seeking assistance in locating any reservations under my name and address. My contact number is [redacted], and I reside at [redacted] Meadow Creek Drive in Milford, Ohio. Thank you for looking into this matter. Your prompt assistance is greatly appreciated. Thank you!

I purchased two flight tickets, but unfortunately, my companion cannot join me due to an accident. While my ticket is non-refundable, I am curious if United would consider using my companion's ticket to upgrade my seat. This way, I could enjoy a higher-priced seat equivalent to the value of both tickets, and United could resell the other ticket. I realize this request may be a stretch, but I would be grateful for any assistance you can offer. Thank you. - T. Clark

My confirmation number is BJ33D8, and I go by the name John McClure Grubb. I encountered several issues during my recent travel. When I flew from PHX to CRW, I had purchased an economy plus upgrade due to a recent knee replacement, but I only received it for the ORD to CRW leg at check-in. For the return journey, I booked first class for $[redacted] because of my knee. However, the flight from CRW was delayed, causing my ORDPHX leg to be rebooked with a 4-hour layover. My seat was downgraded to economy without prior notice or alternatives given. Despite the new departure time, I managed to reach the gate on time after the original flight left. I believe I could have made the connection had I requested a wheelchair as I could not rush due to my knee. Airport staff mentioned they couldn't assist, leaving me dissatisfied. I have predominantly flown AA and SW, but with this experience, I am reconsidering and might only choose UA as a last resort. I hope to be contacted regarding refunds for the upgrades that were not honored adequately.

Subject: Refund Request for Duplicate Baggage Charges on United Airlines Flight [redacted] Ticket Number: [redacted][redacted] Confirmation Number: 04CDKP United Mileage Number: HT476433 (mileage not recorded for this flight) USAA Dispute Case: [redacted]4 To the Customer Service Department: I am writing to request a refund for duplicate baggage charges incurred during my recent trip on United Airlines Flight [redacted] on January 18th, [redacted]. While traveling for a media job in Portland, Maine, I checked in three bags of photography equipment. Initially, I was charged $[redacted].00 for the baggage. After discussing my media pass with another agent, I was informed of a media rate and charged $[redacted].00 for the same three bags. Despite assurances that the $[redacted].00 charge was reversed, it was not adjusted on my credit card statement. Being charged twice for the same checked baggage is unacceptable, affecting my financial obligations, including my son's health insurance. I have attempted to resolve this issue through various channels to no avail. The insistence on the incorrect charge and lack of resolution has led me to consider legal action. I am enclosing supporting documents, including credit card receipts and a statement from a ticketing agent at LaGuardia Airport, to rectify this matter promptly. Sincerely, [Initials]

This morning, I encountered issues at the airport due to a baggage conveyor belt breakdown. Despite arriving early and having checked in online, chaos ensued at the United check-in desk. I faced delays and missed my flight to Houston, where I had workshops and a performance scheduled. Despite the difficulties, I remained stranded at the airport. United's handling of the situation left me frustrated and cost me a valuable business opportunity. I hope for a resolution from United regarding this upsetting experience.

In February [redacted], I made flight bookings from LAX to Fargo, ND, which I later had to cancel. I was informed I could use the tickets until March [redacted] for travel anywhere in the US. Fast forward to February [redacted], I attempt to rebook and utilize this credit, only to be told I must use it by March 31 or forfeit it, with additional fees. Due to my husband's planned kidney stone surgery on April 4, [redacted], and medical advice against flying until then, our trip to a family wedding in Fargo on April 23, [redacted], is at risk of cancellation. As senior citizens on a fixed income, we are concerned about losing the money and missing the event. Urgent assistance is requested. - Sandra C.

I had booked a flight from Eugene, OR to Las Vegas, NV but encountered severe weather conditions on my way to the airport, causing significant delays. Due to a traffic accident and slick roads, I arrived at the Eugene Airport with only 25 minutes until takeoff. Unfortunately, I was not allowed to board the plane as it was already on the tarmac. Since there were no more flights available that day and I urgently needed to reach my destination to escape an abusive relationship, I am kindly requesting a refund for my missed flight. Living on social security disability, I have limited funds and must return the money to the person who lent it to me. Your assistance in resolving this matter would be greatly appreciated.

I had a booking for a flight from IAD to DEN departing on February 18th on flight UA1889 at 8:15 am. I also paid an extra $[redacted] (confirmation MVCGDK) for an upgrade on the flight. I recently had to change my return flight from DEN to IAD online through United's website. Despite modifying the reservation to keep my original outbound flight, I was shocked to find that instead of the business class seat I paid for, I was placed in an uncomfortable middle economy seat. I am frustrated and disappointed with this situation and demand a refund for the upgrade immediately. It has made working during this flight challenging and unpleasant. I believe the online interface may have contributed to this error, as I am currently onboard feeling upset with the seating arrangement. Thank you, United.

I recently flew from San Luis Obispo to Denver for the third time, and on each flight, the bathroom was out of order. It was quite unpleasant as there was no water in the lavatory, meaning no flushing for the 70 passengers on a 3-hour flight. I had to hold it and couldn't bear staying in that unsanitary bathroom with waste from previous passengers. It was definitely a health hazard. The latest issue was due to the ground crew not filling the water tanks, so there was no way to wash hands either. I sympathize with the person sitting across from that foul smell.

I am disappointed with the first-class service provided by United airline PFXC28; UA [redacted] on my recent flight. The service was subpar, with delays, limited food options, and lackluster amenities compared to other airlines I have flown in first class. The cost of Wi-Fi and lounge access on United was significantly higher than what I have experienced with JetBlue and Southwest, despite the higher ticket price. The in-flight television had sound issues towards the end of the flight, and there was no amenities kit provided. While the hotel in Anaheim met expectations, the Holiday Inn Express Hotel & Suites Downtown West in Los Angeles was not up to standard, leading me to switch to the Double Tree Los Angeles Downtown at an additional cost. I am hopeful for a better experience on my return flight to Boston with Jennifer D. and Mia D. Thank you for your attention to these matters. - Diane D.