United Airlines Customer Service Issues

After finishing a two-week trip in Scotland and Ireland and facing flight troubles, I am trying to track down our checked luggage. Our journey on May 23 included a flight from Dublin to Newark, NJ, with a connecting flight to Norfolk, VA—flight [redacted]. Unfortunately, flight [redacted] was canceled due to weather issues. After struggling at the supposed customer service desk at Newark, we learned that standby on an earlier flight was not possible due to overbooking. We managed to grab the last two seats on a flight to Richmond, VA, where we drove home after a challenging 3-hour trip. Now, our concern is the whereabouts of our luggage that was checked through to Norfolk. Uncertain if it remains in Newark or will be forwarded, we seek assistance. Please reach me at [redacted] or [redacted] Thank you. - Joe Summers

Hello, I am Anseley PHILIPPE, a student from Haiti attending Saint-Louis de Gonzague, a reputable school. This year, I am excited to participate in a summer program at Stanford University. While all arrangements are in place at the university, I am reaching out to address a concern. Flights from SFO to PAP are quite expensive and beyond my family's budget. I am kindly requesting financial assistance to make this dream a reality. Considering the high cost of airfare, I am humbly asking for a waiver or donation of a round-trip ticket for the PAP–SFO route. Your support in this matter would be greatly appreciated. Thank you for considering my request. Anseley PHILIPPE P.S.: I can provide supporting documentation if required. For further details, please contact me at [redacted] or +[redacted]3. I look forward to your response.

My recent experience with United Airlines has been incredibly frustrating. My son's flight from Akron to Southern Italy was rerouted through Newark due to a cancellation, and his luggage got left behind in Akron. Despite numerous calls, his bag was stuck there until it finally made its way to Rome a few days later. Unfortunately, it was then sent to another airport in Southern Italy, still not reaching my son. United's customer service was unhelpful, claiming they couldn't do anything as it was in the hands of an Italian company. After a week of back and forth, the Italian company finally contacted me, but the bag has yet to be delivered. This whole ordeal has been a nightmare, causing my son to be without his belongings for far too long. This experience has made me reconsider using United Airlines in the future, despite my frequent business with them for my employees' travel.

On March 15, [redacted], I booked a round trip from Phoenix, AZ, to Washington, DC (IAD-Dulles) for travel on May 30, [redacted], returning on June 9, [redacted], with Confirmation #O36G0S. The total cost was $1,[redacted].46 for two seniors. Due to a change in plans on May 21st, I contacted United to alter the return date. I paid a fee of $[redacted] each plus a price difference of $[redacted]. The new itinerary is as follows: Phoenix to Dulles on UA316, Columbia to Chicago on UA3764, and Chicago back to Phoenix on UA373. Despite ensuring the original flight to Dulles remained unchanged, on May 22nd, I received an email stating my reservation was canceled. This did not concern me until May 29th when I tried to check in online and found no reservation. United claimed we canceled the booking, but we did not. Trying to resolve this has been frustrating, as I had to pay additional fees to rebook and the airline did not offer a satisfactory solution when I called. I seek a prompt resolution to this issue.

Dear Sir, I was quite saddened and surprised to learn that the flight has been cancelled just 11 hours before. I wanted to update you that my wife, S. Khatri, and my daughter, T. Khatri, are scheduled to fly via United Airlines with Reference No. ANDG89 on June 3, [redacted], from Delhi to Newark and onward to Boston. On June 4th, it is my daughter's birthday, and we had planned her celebration at a top hotel in Boston with all bookings and payments made in advance. The sudden cancellation not only results in financial loss but also embarrassment as our guests are expected at the event, and we won't be present at our daughter's birthday party. This situation would be mentally distressing for my daughter and us as parents. We kindly request your assistance in arranging an alternative airline for my wife and daughter to reach Boston on time to celebrate her 10th birthday on June 4th, [redacted]. Awaiting your support and prompt response. Best regards, M. Khatri

Dear United Airlines, I received an email from the agency handling United Airlines' affairs in Chile, requesting me to return to the airport due to a luggage mix-up. During my journey from Norfolk to Santiago, Chile, I experienced acute knee inflammation. Upon arrival in Santiago, I requested assistance and a wheelchair, which was kindly provided. The same person helped me retrieve my luggage, to which I handed over my passport containing the luggage tag. Due to the similar appearance of both suitcases and my fatigue, I did not notice the subtle differences or check the luggage tag. It was only upon reaching my final destination in Valparaiso, [redacted] km from Santiago, that I realized the error and contacted the airport office. The mistake was not mine but that of the assistant who helped me, resulting in an additional cost of at least $[redacted] for a [redacted] km private transport service due to the urgency of needing my luggage. Sincerely, [redacted]

To: CEO United Airlines, Traditionally, the travel industry featured "Orchid and / or Onion" letters directed at a corporate CEO with empathy. The following is an "orchid" for Nate and Brandy at SBN airport for their exceptional service and consideration towards me on June 9, [redacted]. Having led several organizations before reluctantly pivoting to a hotelier role in Hawaii, I recognize the challenges of customer service, which unfortunately has become scarce in America. This letter serves as a well-deserved praise for Nate and Brandy's professionalism and thoughtfulness, proving skeptics wrong in the customized service realm. Appreciation goes out to Nate and Brandy from Hawaii, Chairman Donegal Group Patrick Brent suite L 4 [redacted] Ala Moana Blvd. Honolulu, Hawaii [redacted] Contact: [redacted] [redacted] Fax: [redacted]

I arrived at the airport this morning only to discover that my flight had been changed without any prior notice. I suspect it may have been due to offering my seat the night before during check-in, but no one has provided any clarification or assistance. I selected the voucher for credit ($ option) at check-in, and I am unsure how to obtain it. I have been scrambling between gates and customer service desks with no explanation for the situation. I filled out a customer care form on Jun 1st but have not received a response. The lack of communication and assistance from United has been disappointing, especially after being a frequent flyer with them. It is disheartening that it has taken nearly two weeks without any resolution or explanation. Thank you for any help you can provide.

I'm writing to discuss a recent flight experience I had. Our flight, Confirmation # FK7JSH, with Thomas J Lee II and Kathleen Lee from Newark to San Jose on 5/16/19 was delayed initially due to mechanical issues. The rescheduled 7 am flight on 5/17 was also delayed, this time because of a bathroom problem on the plane that affected our flight. Despite being given a voucher for the Country Inn Suite, it was fully booked, so we had to pay $[redacted].90 for our own hotel in Newark. We then also had to pay $[redacted].23 for a hotel in San Jose for 5/16. An extra day of parking cost us $34, and due to a last-minute car rental reservation change, we had to pay $82.30 more for two fewer days. Although we were offered $[redacted] travel vouchers for the inconvenience, given that we travel frequently and are accustomed to some delays, this particular situation was highly inconvenient and costly. We would appreciate further assistance or compensation for this experience. Thank you for your attention to this matter.

I recently flew United Airlines from Flint, MI to Harrisburg, PA on June 9th. Upon arrival, my luggage was missing from the carousel. Despite encountering a rude United representative at first, I was relieved when Serena Saunders from United stepped in to assist me. I had valuables in the bag, including jewelry and a journal. Serena was kind, took me to report the incident to the police, and eventually found my bag at the small Harrisburg airport. Although the bag was opened, nothing was missing. I am grateful for Serena's help and believe the other United rep could benefit from more training in compassion and kindness. Overall, I was satisfied with my flights, but there should be better accountability for luggage at the airport to prevent incidents like this.

My 16-year-old daughter was part of a group traveling to Israel from the US. She has a severe peanut and tree nut allergy and is a seasoned airline traveler. We made arrangements with United in advance and were assured that peanuts would not be served onboard and almonds were only available in first class. Despite this, almonds were served in the main cabin, putting my daughter at risk. She alerted the flight attendants, but they did not respond appropriately. It was thanks to fellow passengers that a serious incident was avoided. I am requesting a call from United and compensation for the distress caused to my daughter, who was traveling alone internationally for the first time.

I had a flight cancellation with United Airlines that caused me to miss work and family obligations. After the airline's offer for a flight 10 hours later, I booked my own flight with another airline. The United customer service agent recommended booking with Southwest. I have been refunded for my initial flight but believe I should also be refunded for the additional flight and the meal I had to purchase due to the long delay. I hold a United credit card and frequently fly internationally with the airline. If this matter is not resolved, I will have to consider canceling my card and never flying United again. Ticket #: [redacted][redacted] Requested Refund: $[redacted].98 Received Refund: $[redacted] Thank you, J. Bostic

I was browsing your website for tickets, and I came across a fare for $[redacted] round trip that I was interested in booking. Unfortunately, I encountered some difficulties with your customer service. After calling and being told the fare wasn't available, I tried booking online for one passenger, and it was accepted. However, when I requested to speak to a supervisor, I was put on hold and ultimately no one returned to the call. Dealing with the loss of my daughter's father in such tragic circumstances, along with the news of a coworker's passing, has made this situation even more challenging. I made multiple attempts to connect with a United Airlines agent in the United States but was unsuccessful. I was surprised by the level of customer service I experienced.

Hello, my husband purchased a ticket to fly to Wisconsin on 7/1/19 to help his daughter with her husband's surgery due to stage 4 myeloma. Originally planning to stay until 7/5/19, the oncologists now indicate that our son-in-law will be on BRAF medications for 8 weeks with harsh side effects, meaning my husband's help is not currently needed. Despite having insurance, they are requesting our son-in-law to sign a release for medical information. I am seeking advice from United or any alternative solutions. As a former United flight attendant for 13 years, any help is appreciated. Thank you, Tammi.

On June 18th, my flight UA4969 from DCA got delayed due to bad weather, leading to a fuse issue and a late departure to Houston the following morning. I had to cover additional expenses for accommodation and missed my planned event due to the prolonged delays. This disruption caused me stress and inconvenience as I arrived in Trinidad much later than scheduled. It was a frustrating experience with multiple delays impacting my travel plans.

I have been assured twice that an email confirming my cancellation and refund would be sent to me, but I haven't received either. I was informed during a two-hour online session that my booking was canceled and a refund would be issued, yet no email or refund has come through. After another hour and a half online, I was told the same with the promise of an email. However, despite confirming my email address as [redacted], no email has been received in the past two days. While I understand refunds may take time, the lack of an immediate email confirmation is disappointing considering this is now my third request for it. - D. Fonteno, Booking Confirmation: NXTMY9

On June 16th, my family was due to return from Arcata, California to Kalispell, Montana under confirmation #OYBQZF. The Arcata flight and subsequent connecting flight were both delayed, causing chaos at the Denver terminal where our flight to Kalispell was changed four times. After a long wait, our flight got canceled abruptly without any explanation. We had to secure a hotel room for the night and spent over an hour on hold to reschedule for a flight to Missoula the following day. Upon reaching the airport, there were more delays and cancellations, with the situation being very disorganized. Despite waiting for crew, we eventually departed. Witnessing the distress of other travelers and enduring a 24-hour delay, missing work, and needing to rent a car, the whole experience was exasperating. Having read about similar United incidents, I urge the airline to reimburse us for the flight, hotel, and car costs, considering what we endured.

I am Jacqueline Williams, and I recently had a disappointing experience with United Airlines during my 20 years of flying with them. My luggage was damaged on a flight from Houston, TX to Huntsville, AL. I reported it the same day I arrived in Huntsville, referencing file number HSV10452D. Unfortunately, I got sick while visiting family, leading me to extend my trip by five days. I was assured a reimbursement check for my damaged luggage and a travel voucher by June 5th, but when I contacted the baggage department on June 26th, nothing had been processed, and I was informed it could take up to 17 more days. Feeling frustrated, I tried to reach out to someone higher than Mr. Govind, a supervisor, but I couldn't find any contact information. Furthermore, I am struggling to find a replacement luggage piece in the proper color or design. Sincerely, Jacqueline Williams.

Dear United Airlines, I am writing to express my extreme dissatisfaction with the handling of the situation that occurred during my travel on June 25-26, [redacted]. Flight 85 from TLV, Israel to JFK left me and my spouse, Steven Bowman, stranded on the aircraft for 3 hours without any refreshments before announcing the cancellation and a rescheduled flight for the following day. The lack of clear directions and assistance from staff led to a chaotic situation at the airport with hundreds of confused passengers left to fend for themselves. Despite flying business class, we were not provided with accommodations for the night and had to rely on friends for shelter, incurring additional expenses for taxis and meals. Furthermore, the seat I had paid for was given away as an "upgrade" without my consent, despite being assured we would retain our original seats. This experience not only caused financial strain but also resulted in the loss of a day of work and other commitments. I urge United Airlines to compensate us not only for the additional costs incurred but also for the stress and inconvenience caused during this ordeal. Sincerely, Yael Feldman

I am writing to report my lost luggage incident during my recent flight UA140 to Venice on June 17, connecting through Barcelona and Vienna. My suitcase traveled with luggage reference number [redacted], but it has not reached me 2 weeks later. It seems the suitcase was not scanned at Barcelona and may have lost its label. Despite contacting UA multiple times, there has been no resolution. I have filed a claim with the Venice Airport under claim number VCEOS14520 but have not received any acknowledgment. This has led to significant inconvenience as the suitcase contains important items for my 2-month stay in Italy. I am disappointed with the lack of customer service from United Airlines, a carrier I have trusted for 20 years. I urge for swift action and communication regarding the status of my luggage. You can reach me in Italy at +39-[redacted] or via email at [redacted] My name is Marisa Campbell, with Mileage Plus JTM [redacted].