United Airlines Customer Service Issues

I recently flew United Airlines Flight # [redacted] in first class and have previous experiences flying first class with American Airlines, and economy with JetBlue and Southwest. Unfortunately, I found United's first class service disappointing. When I arrived at the lounge, which I was told was complimentary for first class passengers, I was actually charged a $59 fee (lounge receipt # X3/B57BA7). The food selection was limited and the service on the flight was subpar. Comparing the amenities like Wi-Fi and inflight television, I found United to be more expensive than JetBlue and Southwest for similar services. Additionally, my hotel experience in Los Angeles at the Holiday Inn Express Hotel & Suites was unsatisfactory, leading me to incur extra expenses. I am looking forward to a better experience on my return flight with my daughter and granddaughter, who was recently discharged from the hospital. We have booked first class round trip for me and one-way for them along with a hotel stay to celebrate her recovery. - Jennifer and Mia Douglas, Conf# P760Pv, Departure: Friday, 22 FEB; Flight # UA2290C.

I am Diane DiPrete and I would like assistance regarding my recent United Vacations booking for a round trip from Boston to Los Angeles. My reservation # is 5WF2104U. The flight was on February 14, [redacted], and the return was on February 22, [redacted]. The flight numbers were [redacted] and [redacted]. The accommodations were at Residence Inn Anaheim Placentia/Fullerton and Holiday Inn Express Hotel & Suites Los Angeles Downtown, both classified as 3-star hotels. Unfortunately, I experienced disappointing service from United Airlines and the Holiday Inn. While I have traveled in both first class and economy within the past 3 years, this recent experience fell short. Despite being assured lounge access due to my first class ticket, I was charged $59 upon arrival. The service on board was lacking compared to my previous experiences. The hotel situation was also disappointing, with the Holiday Inn being in a neglected area, leading me to switch to Hilton DoubleTree at an added cost. I hope to recover these unexpected expenses and request assistance for my upcoming return trip with my daughter and granddaughter. Thank you for your help. -Diane DiPrete

I had to unexpectedly fly home due to my father's passing. I bought a round-trip ticket for over $2,[redacted] because I was on vacation at the time. Despite explaining my situation, United quoted me $2,[redacted]. On boarding, I saw the plane was only one-fifth full. As a loyal United Mileage Plus Member, I was disappointed by the high fare and low occupancy. I kindly ask for a full refund or a 50% credit, aligning with standard ticket prices. Considering the circumstances and out of goodwill, I seek a refund. I'm willing to provide a copy of the death certificate if needed. Thank you for your understanding, and I await your response.

On my recent flight from San Francisco to Kahului on 2/17, I experienced several issues with the entertainment system as well as the lack of working WiFi which made the journey quite frustrating. The stewardess acknowledged the problem and advised me to contact customer service for compensation. The delay of over an hour led to me missing the last bus and having to take an expensive taxi instead. Seated in the back, I was surrounded by noisy children that made it impossible to sleep or relax during the flight. Even the stewardesses agreed that the situation was unpleasant. I found it bothersome that some passengers receive discounted or free tickets for their children, causing inconvenience for others who have paid in full. Despite the challenges, I do want to acknowledge the excellent service provided by the staff.

I traveled from Orlando to Newark and then to Edinburgh on Sunday morning. I checked in 4 bags, but upon arrival in Edinburgh, we only received 3 bags. One of them, which was brand new, was damaged to the point of being unusable. The fourth bag didn't make it onto the connecting flight but was later delivered to our house 36 hours later, also severely damaged. The courier advised me to contact United Airlines to file a claim for the damages. In summary, we received 4 bags, with one delivered late and 2 bags so damaged they cannot be used again. Both the brand new and slightly used bags are now in my possession, and I have taken photos of the damages. I also contacted your helpline and was transferred to an Indian call center last night on 19/2/19 at 5.45pm, where the call lasted 84 minutes with no resolution. If I incur a large phone bill due to this call, I will also be seeking reimbursement for that.

I have a confirmation for my family of four on United flights. When we arrived at the airport, they gave us different tickets and informed us that our plane was full. I am confused about why and how we were moved to another flight, increasing our travel time by several hours on delayed flights when I pre-booked and paid a substantial amount for my family's tickets. We are highly frustrated since it seems our tickets were given to someone else without any notice, communication, or compensation. I am requesting a voucher for this incident. Travelling with a special needs child, we originally booked flights with minimal travel times within our state. Being sidelined like this is unacceptable. I feel undervalued as a paying customer for not receiving what I paid for; this seems like a bait and switch situation. Reservation # [redacted]1.

I am attempting to book a flight from Roatan (RTB) to Louisville (SDF), Kentucky on your website. Initially, I selected the "animal in cabin" option as I need to bring my cat with me. However, during the booking process, I did not receive confirmation that my cat was included. I understand the requirements regarding vet visits before the trip, but I need assurance that my cat can fly with me. I am looking to book flight [redacted] departing from Roatan on April 13 and returning on the 22nd, with my cat traveling on the return flight. Any assistance you can provide would be greatly appreciated.

My luggage went missing in Denver from flight UA4510 on 02/22/19 due to the cancellation. The bags were not removed from the plane after the cancellation, leading to my bag not being at baggage claim when I left at 11pm to drive to Montrose. Despite subsequent flights to Montrose, my 22” Briggs and Riley bag with a Telluride Film Festival tag, United airline tag with my name Dianne Lloyd and number [redacted], and an Apple laptop in an outer zip pocket has not arrived. Inside, there are flowered cosmetic cases, clothes, and important family jewelry which are crucial for my job. I kindly request the baggage claim staff to search for and transfer my bag to the next flight to Montrose. Please contact me at [redacted] Thank you.

On two recent flights from RSW to PHX via IAH, I bought first class tickets and hold gold status, but I've had trouble getting my meal choice on the RSW to IAH leg. Additionally, during yesterday's flight, my seat in first class wouldn't stay reclined. This is crucial for me due to back issues; without it, I often end up in the ER post-flight. I reached out to a flight attendant and gate agent, but they mentioned a 30-minute wait for a mechanic to fix it, which wasn't feasible. I feel U ntied should provide better service. American Airlines allows first class passengers to preorder meals, which could be a simple solution. I hope for improved service in the future. -Nancy Campbell, HCB67708

I experienced significant issues with my recent flights on UA3988 from ALB to ORD on 2/1/19 and back from DUL to ORD on 2/6. My original flight was delayed, causing me to miss my connection, rerout through Newark to MNSP, and incur additional expenses for a rental car to Duluth and an unplanned motel stop. On my return trip, I arrived at the DUL airport to find my flight cancelled, leading to another unexpected overnight motel stay. These unforeseen costs totaled $[redacted].36. I am requesting a refund or voucher to compensate for these added expenses. Patricia R. [email protected]

Our middle school robotics team, SYZYGY, achieved 1st Place at Oregon's FLL State Championship on Saturday, January 19th. Typically, this would secure us a spot at the World competition in Houston. Unfortunately, this year there was only one invitation for Oregon teams, and we lost the coin toss to the top team from Sunday's competition. Instead, we received an invitation to a smaller competition in Arkansas, leading half of our team to book flights. Yesterday, FLL World's in Houston offered us another ticket, which thrilled our team members. However, facing nearly $[redacted] in ticket change fees, we may have to decline the invite unless United Airlines will consider waiving their $[redacted]/ticket change fee.

Dear United Airlines Customer Service, I am writing to request compensation for a disappointing experience with United Airlines today. I had booked a multi-city trip from Santa Rosa, CA to Ontario, CA, via San Francisco with the outgoing flight on 2/23/19. My Confirmation # is D0VKZ3. I encountered multiple delays which caused me to miss an important family meeting in Southern California regarding my stepson's serious illness. Despite my efforts to arrive on time, flight UA #[redacted] was delayed, leading to a missed connection in San Francisco for flight UA #[redacted]. During these delays, I had to deal with unhelpful customer service representatives and changes to my seating arrangement. The overall lack of communication and disorganization with the crew assignments left me feeling frustrated and inconvenienced. I believe a full refund for flights #[redacted] and #[redacted] is warranted. I hope for a smoother return trip and look forward to your response. Sincerely, Frances Fuchs

Regarding flight [redacted] from Ft. Lauderdale to Newark on February 24, [redacted], our luggage has not been located. One bag was mistakenly sent to Buffalo and arrived damaged three days later. Sadly, my husband, R.B., who has heart issues and diabetes, urgently needed his medication. Despite being told no flights were available for at least two days, we couldn't risk waiting due to health reasons. This unexpected journey caused us to lose money on two airfares and car rentals, as well as additional expenses for gas, tolls, and sleepless nights driving through a storm to reach Buffalo. The situation was quite distressing and must be addressed.

My family and I had a terrible experience flying with United Airlines. The flight crew at IAD in Washington mishandled communication about a flight delay leading to confusion with boarding and baggage retrieval. Despite other airlines landing without issue, we were told we couldn't access our bags. The following day, we were diverted to Denver instead of our destination, Eagle, causing more delays and confusing messages about boarding. Additionally, my son was mistakenly taken off the reservation. This experience has been costly, time-consuming, and extremely frustrating. I am requesting a refund of half the round trip fare due to the incompetence displayed throughout this journey. I am still upset about the entire ordeal. Thank you for your attention to this matter.

Upon returning from San Diego to Indianapolis, my family had a troubling experience during our layover at Chicago O'Hare. Our connecting flight had departed, leaving us stranded with no clear solution from the airline. Our luggage got mixed up and did not arrive with us, causing a lot of inconvenience. After unsuccessful attempts to reach United Airlines for assistance, we had to resort to renting a car to complete our journey home. The luggage arrived a day or two later, but the whole ordeal was quite stressful. We are still waiting for refunds for the disrupted flight and rental car expenses incurred during the Chicago to Indianapolis leg of our trip. Any help regarding this matter would be greatly appreciated. Thank you.

Hello, I am seeking a refund of $[redacted] for the late booking fees incurred on the flights booked under the record numbers: PYE7B5 and PY7L9M. These flights were meant for both my wife and me to travel to Madison, Wisconsin, for my mother's funeral on March 9. I was assured that these fees would be waived if I booked by phone instead of online. Unfortunately, the reservation agent was unhelpful, and even after escalating to a supervisor, the fee was not waived as promised. Given the circumstances of my mother's passing, I had no choice but to book the flight on such short notice. I believe these charges lacked empathy and were unjust. The lack of compassion shown, along with the agent's rudeness, does not align with the service I expect from United Airlines. Kindly consider refunding this unfair charge to my United Mileage Plus credit card. Thank you. P.S. I attempted multiple times to file this refund request on your website but kept encountering an error message.

Our flight on UA [redacted] was canceled on March 4 from Chicago O'Hare to Milwaukee. The airline provided accommodation at Springhill Suites O'Hare and meals due to the next flight being on March 5 at 3 pm. We required an early morning return, leading us to rent a vehicle to drive to Milwaukee General Mitchell Airport. Unfortunately, we discovered a broken bottle in one of our suitcases. I respectfully request compensation for the vehicle rental, fuel, tolls, and the damaged item, totaling approximately $[redacted]-$[redacted]. I am awaiting the final bill from Avis rental car. Best regards, Steven C. PNR: JXC9YN

I am concerned about potentially losing our flight tickets. In February [redacted], I purchased two tickets from SNA to Fargo, ND but was unable to travel. I was informed that I had until March [redacted] to reschedule the flight to any U.S. destination. When I tried to do so for April [redacted], my husband's kidney stone surgery was scheduled for April 4, and the doctor advised against flying until after his recovery. Considering our circumstances as senior citizens on a fixed income, we need to attend a family event in ND on April 27, as previously planned. Urgently, I request a call and email to address this matter. Thank you, Sandra Croce.

As a United Premier Priority Gold Member, I encountered an issue while trying to fly to Panama from the USA. A United Airlines staff member insisted that I buy a flight departing from Panama on United Airlines, even though I had a pre-existing itinerary with another airline. I showed them my itinerary screenshot, but lacking a reservation number, I was still required to purchase a United flight on the spot to board. Facing internet connectivity problems, I couldn't access details beyond the screenshot. I'm now seeking a refund or United credit for the purchased flight. Currently in Costa Rica after my original flight from Panama on another airline, I appreciate your assistance. My United Airlines Premier Priority is JU977417. Best regards, Juan C.

I have a flight reservation on Monday, March 18, [redacted], from Houston, TX (IAH) to Mexico City (MEX) with United [redacted] at 7:45 AM. I recently found out that the scheduled aircraft, a [redacted], has been grounded. I am concerned about the status of my flight. My confirmation number is JYP53F. Should I expect any changes to be made or should I contact customer service for further assistance before my flight? Thank you for your help.