United Airlines Customer Service Issues

I underwent a liver transplant on August 25, [redacted]. I provided a letter from the hospital confirming that I am currently unable to travel. Other airlines have refunded me promptly upon receiving this letter, however, United has rejected my request. My medical expenses have exceeded half a million dollars, leaving me in a difficult financial situation. I have been a loyal United customer and have never faced issues before. This unexpected transplant has drastically changed my ability to travel. I am sharing my sincere health assessment and seeking understanding in this matter. I value my relationship with United but feel let down by the lack of compassion shown towards my critical situation. Your assistance in resolving this issue would be greatly appreciated.

I traveled from Chicago O'Hare Airport to Amsterdam on August 18th. My two suitcases arrived, but my bike box, with my bike, helmet, and lock, did not arrive with me. It was found the next day at Schipol Airport. I filled out a claim form upon arrival, expecting delivery to my home. Despite two calls, I have not received my bike. Another passenger saw my bike and messaged me through WhatsApp. United hasn't contacted me about it. I've been without my bike for 10 days, even though it's visible to other passengers at Schipol. I was told on a call today that if it's not delivered within 6-8 weeks, I'll be reimbursed. I prefer to have my bike returned. The lack of contact and resolution is frustrating. The employees seem to be working, but the issue remains unresolved.

On Thursday, August 25, [redacted], I visited the United Airlines website to modify the return portion of my confirmed flight N39HK6 from San Francisco, CA to Seattle, WA. The original flight, UA731 on Thursday, September 22, [redacted], was rescheduled to the same flight on Friday, September 23, [redacted]. I initially booked and paid for this flight on Wednesday, February 23, [redacted], as part of a round trip from Seattle to Papeete, French Polynesia. Attached are the credit card charges and receipts. Encountering an issue where my reservation was not showing up on the UA website, I contacted United's help desk. After a lengthy wait, I spoke with a representative named Shirley. Despite trying to communicate with her, the background noise made it challenging to understand. After over an hour on the call, she rebooked my entire flight but charged an additional $[redacted].90 for a ticket I already purchased. Due to frustration and tiredness (at 83 years old), I didn't contest the charge further. The representative, although struggling with the noise, tried to assist me. I kindly request a refund of $[redacted].90 to my Bank of America account once you have reviewed the provided documentation. Thank you, Ellen C Richter

Our seats were changed without our knowledge or permission. We made our reservation over two years ago. In May, we upgraded to economy plus seats together for our flight from Washington to Rome. United replaced the aircraft with a different one (from Boeing [redacted] to [redacted]), causing our seats to change. We are no longer in the upgraded seats nor seated together. United did not inform us or offer any solutions or refunds. I only discovered this issue when I inquired. It seems United was planning to downgrade our seats and keep our fees without trying to resolve the situation fairly. I am seeking a sincere effort to correct this mistake. I was informed there are no more economy plus seats available on our flight, but this is United's responsibility for not addressing this matter appropriately so far. I require a resolution that does not involve a refund.

Our flight from Chicago to London got rescheduled due to multiple delays. Initially boarding the plane in Chicago, we faced a problem resulting in a one-hour delay on a hot plane before deplaning. Unfortunately, my dress suit bag and shoes were left on the plane without my knowledge, complicating matters when we had to deplane. Despite promises to return my belongings the next morning, they were not present, leading to a frustrating wait before being transported to a hotel. This ordeal caused us to miss a significant event and experience extreme fatigue. As loyal United customers, we expect appropriate compensation of $3,[redacted] to cover the inconveniences and disappointments faced during this journey. We seek resolution from United to rebuild our trust in the company.

Good day, I am writing this message to raise a complaint with your company. Despite paying approximately $[redacted] for seat selection for myself and my wife (D.F., also a MileagePlus member) on our economy basic tickets, our chosen seats were not honored on all 4 of our international flights. I found myself seated in parts of the cabin that I had specifically avoided with my selections. I have some questions: 1) Why is the company unable to honor the costly choices made by customers?; 2) Shouldn't the customer be informed of any changes made and possibly given the chance to choose another seat?; 3) Since I was unable to sit in the seats I selected, who will refund the approximately $[redacted] I paid? When I went to the check-in counter, I was consistently told that the chosen seats couldn't be assigned due to a change in the aircraft model, which is not accurate. During my last trip on September 1-18, the choice was made on the [redacted]-8 Dreamliner (the actual aircraft used in both trips). Therefore, the reason given by the check-in agent was completely false. I look forward to your rightful explanations. Thank you, A. Borrelli

Re: Confirmation Number: PVHP7Y Our flight #[redacted] from Milan to Chicago on September 20, [redacted], in business class, was redirected to Rockport, resulting in us missing our connecting flight #[redacted] to Seattle. We were directed to Baymont by Wyndham in Addison and informed that our hotel accommodation and airport transfers would be compensated. Subsequently, we were rebooked the following day, September 21, from Chicago to Seattle on flight #[redacted] in economy class (seats 20 B and 20 E) instead of first class. I require guidance on the reimbursement process for the hotel stay, as well as the taxi transportation to and from the airport. Additionally, I am seeking compensation for the fare discrepancy between business class and economy class tickets for my spouse and I on flight #[redacted] on September 21, since our original reservation on flight #[redacted] on September 20 was for first class. Thank you.

I am extremely disappointed because I had booked a flight for my family, but they are unable to travel from Fort Myers to Newark this Friday due to the devastation in the area. Many are without power and water, and the airport is closed. I used miles from Chase to book with United, but now United is only allowing me to rebook the flight instead of refunding the points to my account. The points would have been useful for future travel to Fort Myers to support the area, as the family member won't be traveling for a while. It's disheartening that United doesn't seem to understand the difficult circumstances people are facing. Unfortunately, Chase is also unwilling to refund the points, offering only a credit for future use. This is especially distressing given the hardship my family is currently experiencing. The flight Confirmation Numbers are A5QQ04 and A5QQZF.

I used UA Chat and was directed to an IT Get Answers page for $1. Is this really how it works? On Thursday, 9/8/22, UA Flight [redacted] from GJT to DEN had confirmed special assistance with a wheelchair upon arrival in DEN. Despite a short connection time, no wheelchair was provided. The same situation occurred on the return flight, UA [redacted] from MCI to DEN on 9/11/22. Even after confirming the wheelchair with the flight attendant before landing, no wheelchair was available. What can passengers do to ensure that confirmed special accommodations are met? Is it unreasonable to expect better service from UA?

I booked my travel through Trailfinders with the reference number I61xvt (Trailfinders reference: MDMGQE). I need to request a refund for two unused internal flights: UA [redacted] from Washington to Fort Myers on September 28th (canceled due to hurricane Ian) and the flight from Fort Myers to Newark on October 10th (the return flight). These flights were for 5 passengers, and as we couldn't travel to Florida because of the hurricane, we have returned to the UK. I'm unsure if the refund will be sent to Trailfinders or if you require our details for a direct credit. Thank you, Jennifer F. - October 3, [redacted]

On September 14, [redacted], my son and I were on United Airlines flight UA [redacted] from Newark (EWR) to Minnesota (MSP) for a hockey tournament. Unfortunately, my son's hockey stick did not make it with our luggage. Despite submitting claim MSP94083M requesting an early morning delivery due to a game, the sticks were only brought at 12:45 am on September 16. This caused me to buy new sticks totaling $[redacted].15. The reimbursement claim was declined on September 28 citing that sports equipment is not covered. I believe this is not due to physical damage, but an additional cost incurred because of the airline's negligence in timely delivering checked baggage within a domestic flight timeframe. The issue was explained as the baggage agent forgetting to process and load my bag. I kindly request a review of my claim in hopes of a fair resolution. Thank you.

As a loyal United Airlines Mileage Plus member, I have been utilizing my points to visit Halifax, Nova Scotia from Newark Airport for quite some time. Today, I attempted to book a flight for October 29th to November 5th, only to find out that no Mileage Plus seats were available unless I purchase tickets. This situation is quite disheartening, especially since I haven't been able to see my family in years due to Covid-19 restrictions. Surprisingly, even when I offered flexibility with my travel dates to the phone representative, I was informed that it wouldn't make a difference. This is a stark contrast to my prior experiences with United, and while I understand the changes brought about by the pandemic, it's perplexing to see the airline promoting its Mileage Plus Program while facing such limitations.

I attempted to book a flight for October 12th using Skiplagged. However, upon receiving my confirmation email, it showed the booking date as October 11th. I contacted customer service promptly, within 20 minutes of booking, seeking assistance to change the date but did not receive any help. On the app, my intended flight for the 12th at 5:35 am is showing for $[redacted], but after waiting on hold for an hour and a half, I was informed that they do not have that flight in their system. I am in need of assistance, please.

Hello, my name is Jacqueline Santhosh, and I recently flew with United Airlines. On August 9th, I traveled from Vancouver to Chicago on UA1279 and from Chicago to Delhi on UA712. I noticed I was charged $[redacted] USD for a second bag twice, totaling $[redacted] USD. However, the policy states the fee is $45 USD for the second bag. My bag was not overweight. I would like to resolve this issue. I have the baggage document from Chicago to Delhi - [redacted][redacted]. Unfortunately, I don't have the document number for the Vancouver to Chicago flight, but you may locate it with my name and confirmation number KZ6T4Z. Alternatively, my e-ticket number is [redacted][redacted].

I have a flight confirmation with the number #GP2D8T. Our flight is scheduled to depart from Rome on October 24 at 10:30 am, arriving in Dulles at 2:20 pm, leaving Dulles at 5:20 pm, and arriving in CVG at 7:02 pm. My Mileage Plus number is APR80202. Unfortunately, on Sunday evening, October 9, my 79-year-old husband broke his 5th metatarsal in his left foot. We have hospital records to verify this incident. The hospital provided an orthopedic boot to stabilize his foot, but walking is still challenging for him, limiting his mobility. Due to these circumstances, it would be extremely difficult for my husband to travel to Rome from Sorrento at this time. Therefore, I kindly request to change our flight to depart from Naples on October 22 at 9:55 am, arriving at EWR at 1:55 pm, departing for ORD at 3:29 pm, and then departing for CVG at 5:56 pm. I understand that there may be additional costs associated with changing the flight, but this situation is out of our control. Your assistance in this matter would be greatly appreciated.

Hello, I made reservations for my wife and myself to fly from Frankfurt International to New York Newark on December 2, [redacted], returning on December 9. The flights are UA0961 and UA8157, both in Economy class. I am unsure if our booking includes only hand baggage or if it also includes one large baggage of up to 23 kg per person. Can someone clarify this for me? If the booking does not include the larger baggage, how can I upgrade to include one for each of us? I believe the cost is $75 per person, making it $[redacted] for one flight or $[redacted] for both. Where can I add these two baggages to our existing booking, on 'lastminute' or with UA? Should this be done before the flight or can it be arranged at the airport? If there is an online link for adding the baggage, please share it. Thank you for your assistance, S. and S. Jordan

On Tuesday, October 11, I had a flight from Miami to Denver with a connection to Jackson Hole. My confirmation number was LT21QT under the name of Gloria Yarce. The Miami to Denver flight couldn't land on time, causing me to miss my connection. I had to take a flight the next day, Wednesday, October 12, from Denver to Jackson Hole at 11:15. I had to pay for a taxi to a nearby hotel and accommodation for the night. The counter agent provided me with a phone number, 1[redacted], to arrange reimbursement for my expenses. I called and spoke with a gentleman named Ivan, who directed me to contact them through this channel. Therefore, I am reaching out to inquire about my reimbursement following the instructions provided. Thank you. I can provide a copy of the hotel expense, but unfortunately, I do not have a receipt for the $30 taxi fare since the driver did not issue one. I look forward to your response. Thank you very much.

Sehr geehrte Damen und Herren, Es sind bereits sechs Monate vergangen, seit wir auf die Rückerstattung eines stornierten Fluges warten. Aufgrund einer Verschiebung von mehr als sechs Stunden konnten wir unsere Anschlussflüge nicht antreten und mussten diese ebenfalls stornieren. Alle 15. des Monats erhalte ich seit drei Monaten folgende Nachricht: Guten Tag Andrea, ich schreibe bezüglich des Status Ihrer Buchung mit der Referenznummer ACWTJA. Der Erstattungsantrag wurde eingereicht und an United Airlines weitergeleitet. Momentan warten wir auf die Bearbeitung seitens United Airlines. Bitte überprüfen Sie dies und geben Sie mir eine Rückmeldung. Freundliche Grüße, Andrea Dietrich

I will be flying from Rome to Washington Dulles on Monday, October 31st, and I am trying to ensure that my husband and I are booked on the same flight. It seems there might be some confusion. My husband's flight (F. Olivieri) A59J5Q is scheduled for 09:55 with LH231, while my flight (N. Gardner) PW840W is set for 10:10. I am unsure if these are on the same United/Lufthansa flight to Frankfurt. I just wanted to confirm if there are indeed two United/Lufthansa flights departing at the same time. Thank you, Nina.

I have been struggling to get my luggage back for almost three days now. My luggage didn't make it onto my flight from Newark to Ithaca on Saturday. Despite spending over 10 hours in the last two days trying to track it down, my luggage has missed five flights to Ithaca. I have been repeatedly told that it will be on the next flight, but it hasn't shown up. Now I've been informed that it's still sitting in Newark at terminal C, locker 10. The baggage claims department in Newark can't seem to retrieve it. We have filed a claim, called different numbers, and have been getting nowhere. I am on vacation and have nothing but the clothes I wore on the flight. No clothes, hairbrush, or underwear. The lack of assistance and being passed around with no resolution is incredibly frustrating.