United Airlines Customer Service Issues

Three passengers, L.C., H.F., and L.F., had a flight from Cincinnati, OH to Myrtle Beach, SC booked for 9/14/[redacted]-9/18/[redacted]. Due to Hurricane Florence, the flight and resort reservations were canceled. Even though their return flight on 9/18/18 with United was not canceled, they couldn't travel there to use it. They were advised they could get a $[redacted] credit ($[redacted] each) for a future flight within a year but have faced conflicting information about using this credit due to the flight being categorized as Basic. They are now seeking a full refund or a clear credit of $[redacted] as originally promised by Don from United customer service. The confirmation number for the original booking is fj3feg.

Hello, I am reaching out in hopes of receiving a credit for the four flights we bought for our return to Veracruz on October 16th. Unfortunately, my husband's tent-making business faced unexpected issues, forcing his immediate return and cutting our family's vacation short. While I understand that our tickets are non-refundable, I've learned that United Airlines may provide credit in cases of work schedule changes. I kindly request clarification on whether this policy applies to our tickets. The ticket codes for our purchases are as follows: ON6BN8 GRW6DJ We have always appreciated the service provided by United Airlines and prefer your airline. Thank you for your ongoing excellence in service. I appreciate your attention to this matter and look forward to your response.

Dear United Airlines Customer Service, I wanted to share my experience on flight UA4881 from BTW to EWR on August 27, [redacted]. While on the flight, I encountered a distressing situation with the locked and broken bathroom door. Despite urgently needing to use the restroom, I was informed by the flight attendant that it was unavailable. This led to a very uncomfortable and humiliating experience of not being able to access facilities for the entire duration of the flight. The lack of assistance and empathy from the flight attendant during this incident left me feeling disappointed and frustrated. As a paying customer, I expected better service and care especially during a time of need. The overall experience was distressing and upsetting, and I hope that United Airlines addresses this issue to ensure better assistance and communication for all passengers in the future. Thank you, Karen W.

I am a Federal Aviation Administration employee. I had a trip booked from Washington Dulles (IAD) to Montreal (YUL) on October 9, [redacted]. However, on October 3, [redacted], I was informed that my trip was canceled. I cancelled my flights with United Airlines and received confirmation that my ticket's value could be used for future travel. Even though my ticket was e-ticketed on September 28, the cancellation was beyond my control on October 3. I requested a refund through United's website, but they declined and suggested using the amount for future travel. Considering the circumstances, I am requesting a refund again. The confirmation number for my booking is C7DL27. If you require more information, please let me know. Thank you. S. HerishenSmith.

Subject: Feedback on Recent Flight Experience I am writing in regards to our recent travel experience with United Airlines using two $[redacted] travel certificates awarded due to a previous flight disruption. Our confirmation numbers for the flights were BT1FN2 and BY5G5T. While the outbound flight to Phoenix went smoothly, the return trip from Phoenix to Providence via Chicago did not meet our expectations. Despite hoping for extended legroom at the front of the aircraft, we found ourselves seated in the regular section and even in the very last row. This deviation from our original booking caused discomfort and inconvenience. To ensure our continued loyalty to United Airlines, I believe it is important to address this issue promptly. Your attention to this matter is appreciated, and I look forward to hearing from you soon. If preferred, you may reach me at [redacted] to discuss this matter further. Thank you for your assistance. Best regards, Stanley J. Kanter

I had booked a flight from Houston to Quito IAH to UIO for a Galapagos trip on July 26 and returning on August 6. Unfortunately, I injured my leg and had to cancel the flight due to being unable to travel in a wheelchair. I have a doctor's letter to verify this. The itinerary number given by Expedia was [redacted][redacted]. I was able to cancel the flight with the help of an Expedia agent named Michael, who connected me to a United agent named Josh, and the cancellation was completed on July 13. I tried to have my daughter, Jacquelyn Wren, take my place on the Galapagos trip and the United flight, but was informed that it was not allowed. Despite canceling the flight in advance, I had to pay for an additional ticket for my daughter to travel. I am seeking a refund for the canceled fare of $[redacted] due to my medical condition that prevents me from traveling. Kindly provide guidance on how to proceed with requesting a refund. Thank you, Frances Wren.

I would like assistance with my refund request for tickets from Vegas to MBS that were cancelled. I followed the instructions given by a United Airlines staff member to submit forms and pictures of our rental truck as proof. Despite being told we would receive a full refund, I received an email stating we would not get any money back and would need to use the tickets within a year. I provided our ticket and confirmation numbers for your reference. This is very important to us, and I am disappointed with the outcome. I would appreciate further assistance or escalation to someone who can address this matter promptly. Thank you for your attention to this issue. -S. and J. Drzewicki

Hello, my name is Sally and I am seeking assistance regarding a refund for two tickets I purchased with United Airlines. I had made a request for a full refund as we no longer needed the tickets due to selling our home in Phoenix and not requiring the flights from Phoenix to MBS. I provided the necessary documentation as instructed but my refund was denied. I am extremely frustrated and would like this matter escalated to the appropriate department. I completed the refund process online, submitted all required documents, and followed the instructions provided. I am expecting a prompt resolution and a credit back to the original credit card used for the purchase. Your cooperation in resolving this matter promptly is greatly appreciated. Thank you.

I need to return to the US earlier than planned due to an unexpected situation. This trip was a gift from my employer using his frequent flyer miles, and it's crucial that he does not find out about the change. My reservation number is 1P2B5M for Judith Havens from Paris to ABQ, NM. Due to limited funds, I'm in a tight spot and unsure of what to do. Is it possible to reschedule my flight for tomorrow (Friday) or Saturday to accommodate this urgent need? I'm currently in Paris, and it's 12:12 pm. I would need to confirm by 7:00 am to make the necessary arrangements. A night flight tomorrow or any available option would work. Thank you for your assistance. Please contact me via text at [redacted] or email. Your help in keeping this change discreet from my employer, Richard Brier, is greatly appreciated. Thank you for your understanding and support.

I have encountered an issue with United as they are refusing to process my payment without offering a service in return. Initially, I was informed that I could not receive a refund for my flight when I reached out well in advance. To my dismay, a customer service representative mentioned that my return flight would be canceled if I did not utilize my departing flight from OKC, leaving me stranded. This situation is incredibly frustrating as I was relying on that flight to return home before needing to travel to San Francisco through my employer. I faced additional frustration when one of the representatives abruptly ended our call. It appears that United's business practices lack empathy. I am requesting a full refund for my flight as I now need to purchase another ticket for $[redacted], just three days prior to my intended departure.

To the Concerned Party, I would like to share an excellent encounter with a customer service manager named Wendy. Due to my brother's upcoming major heart surgery, my mother needed to stay with him to assist in his recovery. Originally, we had booked tickets to Vienna through Expedia for my mother to join me this week. Unfortunately, Expedia was unhelpful and unkind in this emergency situation. Wendy stepped in, provided necessary assistance, and treated us with the utmost respect and compassion during this challenging time. Her exceptional customer service has elevated my opinion of United, and I now intend to book directly with them whenever possible thanks to her remarkable care. Please convey our deep gratitude to Wendy for her invaluable support during this critical time. Best regards, Maria B. (Daughter of Carol Marie B.) Redacted Confirmation Number: J7L0JL

During our recent flight from Houston to Chicago on 10/28/18 (Flight [redacted]), my family faced multiple gate changes causing us significant inconvenience and stress. As a disabled individual with my husband and 9-year-old daughter in tow, it was challenging to keep up with the constant gate switches. Due to our inability to run to the third gate change, we requested assistance but were met with a rude response from the staff. Subsequently, upon reaching the gate, we were informed of a fuel leak issue necessitating the evacuation of the aircraft. This led to further delays and gate changes for our subsequent flight to Muskegon (Flight [redacted]), indicating an electrical problem. These unforeseen circumstances resulted in my husband missing work, my daughter missing school, and me being without my necessary medication. Given the series of disruptions and resulting consequences, we are seeking a refund for the ordeal we endured.

I wanted to alert you that United Airlines has made multiple time changes to your upcoming flight from San Francisco to Zurich. Despite my attempts to reach you via WhatsApp, the changes continued after May. Today, when I called to rectify the issue, I discovered they now want to charge you for the adjustments due to my delayed communication. In my 40 years of travel experience, this is unprecedented and unfair. It's essential for you to contest this unjustified fee directly with United Airlines. I will no longer endorse their services after this incident. The airline could have easily notified you or me of the modifications, a standard practice among most carriers. The incompetence is evident, as they rescheduled your connecting flight causing you to miss your original one. Please address this with a United Airlines representative and express your dissatisfaction with their service.

Dear United Airlines Customer Service, I traveled from Washington Dulles to Heathrow on August 17, [redacted] with Confirmation Number: IC7J2R and E-Ticket Number: [redacted][redacted]. I was supposed to return via Brussels Airlines flight SN2104 but due to my ongoing battle with Prostrate Cancer, I need to shorten my stay in London. I had radiation treatment in [redacted] followed by surgery in June [redacted] and subsequent medical check-ups. Due to my health issues, I kindly request to reschedule my return flight to the following week without any additional fees. I appreciate your understanding and assistance during this difficult time. Thank you for considering my request. Best regards, Modu Jhegy Sesay

I would like to report a disappointing experience I recently had with your airline. Upon facing a 44-minute delay, the kiosk failed to print my boarding pass or luggage tag using the provided confirmation number. An agent had to intervene to assist. Throughout the flight, I was disturbed by a foul smell emanating from the seat pocket in front of me, where I later discovered food residue that luckily did not damage my tablet. Despite informing the flight attendant and staff upon landing, the plastic bag provided did not contain the odor. Though the crew apologized, I seek compensation for this unacceptable incident. My details are as follows: Deborah G. on Flight [redacted] from MCO to EWR on 10/30, in seat 34A with confirmation number OFTXAR. I appreciate your prompt attention to this matter.

Hi there, I am V.Jetley, and I am a United Airlines frequent flyer. On October 25th, Hawaii Standard Time, I was on United Airlines flight number [redacted]. I purchased the in-flight Wi-Fi 1-hour package to use the internet during my flight but was unable to get it to work despite multiple attempts, even for downloading the United Airlines Android app. I read on United Airlines Wifi services' webpage that customers facing significant issues with the service are eligible for refunds if requested. So, I would appreciate it if you could process a refund for the $8.99 transaction I made with my AMEX ending in [redacted]. The receipt number is [redacted] 0 0 [redacted]. If you need more information, please contact me using the details provided. If there's a different email address for such requests, please share it with me. Thank you, --VJ JETLEY

I purchased Economy Plus seating on flight UA836 from Shanghai, China to Chicago, IL on 11/03/18. Originally assigned seat 22H, a plane swap led to being given coach seat 32G. This not only deviated from my paid selection but hindered my ability to work on the flight as intended, as there was insufficient room for my laptop. Consequently, I had to complete work on Sunday that was meant to be done during travel. I am not satisfied with a partial refund. My request is for 2 complimentary roundtrip travel vouchers within the continental US or 2 free upgrades from Economy to Business Class for roundtrip travel from the US to China. I am flexible to utilize either option at any time within the next 12 months. -Robert Langenohl, Global Supplier Quality Engineer at Actuant Corp

I purchased Economy Plus seating on United Airlines flight UA836 from Shanghai, China to Chicago, IL on 11/03/18. Initially assigned seat 22H, but due to aircraft swap, I was given coach seat 32G. This change not only deviated from my paid selection, but also hindered my ability to work, as the seat lacked space for my laptop. Consequently, I had to complete work on Sunday that was meant to be done in-flight. A mere refund difference is unsatisfactory. I am requesting 2 complimentary roundtrip travel vouchers within the continental US or 2 free upgrades from Economy to Business Class for roundtrips between the US and China. I would like the option to avail these within the next 12 months. Thank you. -R.L. Global Supplier Quality Engineer at Actuant Corp

I purchased Economy Plus seating on flight UA836 from Shanghai, China to Chicago, IL, for November 3, [redacted]. Originally assigned seat 22H, due to a plane swap, I was reassigned to coach seat 32G. This not only deviated from what I paid for but also hindered my ability to work on the flight as intended, given the limited space for a laptop. Consequently, I had to spend my Sunday completing the work that was supposed to be done during the flight. I am unsatisfied with a mere refund; I am seeking either 2 free roundtrip travel vouchers within the continental US or 2 complimentary upgrades from Economy to Business Class for roundtrip flights between the US and China. I would like these options to be valid anytime within the next 12 months. Thank you. - R. Langenohl, Global Supplier Quality Engineer at Actuant Corp.

Upon check-in, I was informed that I had to check in a bag that I usually use, which fits perfectly under all airline seats and I have used it for multiple trips. Due to my rheumotoid arthritis, I have difficulty carrying bags or purses, so I rely on a rolling bag for assistance. I was unexpectedly charged a $30.00 fee for this bag which contains items I usually keep in my purse. Despite my explanation, I was not allowed to carry it with me. This situation caused me a lot of distress as I had to quickly transfer important items like my wallet, credit cards, keys, medical records, and money into another bag. I would appreciate being reimbursed for the $30.00 charge as my specific needs were not taken into consideration. Thank you for your attention to this matter. Sincerely, Christina N.