United Airlines Customer Service Issues

Hello, I would appreciate some assistance. On March 17th, we were scheduled to fly (Booking Reference: NS3E9V with AIR CANADA) from Puerto Vallarta to Vancouver via San Francisco on United flight number UA1243. Unfortunately, our flight was canceled while we were aboard due to a mechanical issue. We had to stay overnight in Puerto Vallarta and resume our journey the next day. Shortly after, United emailed us, mentioning a $[redacted].00 credit toward a future flight for each of us. My wife completed the necessary form online to activate this benefit. However, we have not yet received any confirmation regarding this credit. Could you provide a confirmation number for this benefit, please? Our names are Charles Daniel and Margarete Susanne Pickard. Thank you. Charles D. Pickard I would like to mention that the service provided by United and their staff during this challenging situation was outstanding. We look forward to flying with you again soon.

Due to the pandemic, I must cancel my flight booking made on Orbitz for June 1. The itinerary includes United Airlines flight [redacted] from Tucson to Chicago, and then United Airlines flight [redacted] from Chicago to Hartford. The return journey on June 7 comprises American Airlines [redacted] from Hartford to Chicago, followed by American Airlines [redacted] from Chicago to Tucson. The reservation is for three passengers on both flights, and the total amount paid online with a credit card is $1,[redacted].02.

I submitted a refund request in [redacted] and followed up on Jan 16, [redacted]. I spoke with a representative named Sandle or Sandra who mentioned a $[redacted] check had been sent to me. As of today, April 13, I have not received the check. During my recent call, I was transferred to another department after my file couldn't be found. The new representative said they would investigate and promised to call me back with an update. I am eager for information about my refund. My name is H.H., and I missed my flight from Guangzhou to Shanghai (HO [redacted] on Dec 9), causing me to miss my connection to UA [redacted] at PVG. I can be reached at [redacted]. My address is [redacted] Olde Base Line Road, Caledon, Ontario, Canada, postal code L7C 0H8. I would appreciate it if you could provide an update via email at [redacted] Thank you for your assistance.

Subject: Request for Reimbursement of Rescheduling Fee Dear Sir or Madam, I am writing to express my disappointment regarding the decision not to refund my rescheduling fee of €[redacted] (ref request ID [redacted]6). The response provided does not seem to fully grasp our situation (referring to the options available with our ticket), so I am outlining our case once again. Our need to reschedule our UA flights arose from the advice of The University of All Nations YWAM Kona staff to return home early due to the coronavirus situation. Our original return flight from Kona to London Heathrow was scheduled for May 30th. The university was directed by Hawaiian authorities to send students home early according to government guidelines on University closures. When I rescheduled the tickets over the phone (tickets [redacted][redacted] and [redacted][redacted]), the UA agent mentioned that the rescheduling fee could not be waived since the original return date was after April 30th. Despite having no other alternatives and not wanting to be stranded on the island, we accepted the tickets offered. This decision seems unjust considering our abrupt departure and the fact that customers with return flights before April 30th were not charged a rescheduling fee. In times like these when kindness and generosity are crucial, the decision made does not align with these values. I kindly request a reconsideration of the decision, as reassured by UA staff at San Francisco airport that the fee would be refunded. I appreciate your prompt attention to this matter. Sincerely, M. Stubbings

I have a confirmed round trip ticket with confirmation number NQ0M93 and received an electronic travel certificate for $1,[redacted].35, but I prefer a cash refund over travel credit. If the cash refund is not issued, I will escalate the matter to the U.S. Department of Transportation. The U.S. Department of Transportation recently issued an Enforcement Notice emphasizing that airlines must promptly refund passengers for canceled or significantly changed flights amid COVID-19. The notice highlights the obligation of airlines to provide refunds, including ticket prices and fees for services not utilized if the passenger declines alternatives offered by the carrier. The Department states that despite the impact of the pandemic on air travel, airlines must comply with refund requirements. Passengers, even with non-refundable tickets, are entitled to refunds for affected flights. The DOT's Aviation Enforcement Office will monitor airlines' practices and take necessary enforcement actions. For further details, refer to the notice: [redacted].

Cash Refund Request Our family, consisting of two adults and two children aged 4 and 6, had planned a trip from Mechanicville, VA to Serbia via Washington DC and Munich, Germany. Due to concerns about COVID-19, especially regarding our 4-year-old son Uros Ristic, who tends to touch his face frequently, we have decided it is too risky to travel. Our destination includes visits to older family members in high-risk groups in Serbia and Greece. Additionally, financial constraints and employment uncertainties further contribute to our decision to cancel. We purchased nonrefundable tickets for $[redacted].60 on February 23, [redacted], with the below flight details. Confirmation Number: MTQX0F Traveler Details: RISTIC/MILAN eTicket number: [redacted][redacted] RISTIC/ENA eTicket number: [redacted][redacted] RISTIC/MARIJA eTicket number: [redacted][redacted] RISTIC/UROS eTicket number: [redacted][redacted] Payment Method: Visa ending in [redacted] We kindly request a cash refund in light of these circumstances. Sincerely, Marija Ristic 4/18/[redacted]

On January 29, [redacted], I booked round-trip airfare from PDX to Munich, Germany for two seniors in Business Class, departing on May 12 and returning on May 20, [redacted]. The total amount paid was $7,[redacted].70. However, United Airlines is no longer flying to Munich in May, and Germany will not allow us entry due to the circumstances surrounding the scheduled trip for a wedding. I requested a refund for the canceled flight on March 24, but United denied it on March 31, stating that the ticket is non-refundable. After referencing a statement from the Secretary of the Department of Transportation, I made another refund request on April 6, but United once again refused, citing travel waivers. As 78 and 90-year-olds, we are not interested in rebooking and simply want a full refund.

Subject: Regarding Reservation GSPPCP Dear United, I am writing to address an issue with my reservation GSPPCP. Despite receiving a cancellation confirmation and refund notice, I have not yet received a refund to my AmEx account. It has been well over four weeks since the refund was confirmed by United. I kindly request your assistance in resolving this matter promptly, as I am being asked to reimburse my employer for the amount. Thank you for your attention to this matter. Sincerely, Alf L., Wellington, RSA

Due to COVID-19, we had 26 United Airlines flights canceled for 24 college students and 2 faculty chaperones attending a one-time National research conference from March 25-28. The group was only associated with this conference in Bozeman, MT, which was canceled. The College had purchased the tickets specifically for this event. We require the refund for our budget for next year's research group's travel in April [redacted]. Our Confirmation numbers are HF9XQG and DBCVBL. If a refund is not feasible, we would appreciate 26 round-trip vouchers for the conference at California State University, Long Beach, CA from March 30-April 3, [redacted]. Your assistance is valued. - Rajean W.

Dear United Airlines, I am writing to address my upcoming flight on April 29, [redacted], from Oklahoma City to Brussels with a confirmation number JC9WY0. The ticket cost $[redacted].07, purchased through Expedia and charged to my Mastercard. After a hotel refund of $[redacted].31, I am owed $[redacted].76. Expedia notified me on April 9, [redacted], via email about the flight cancellation, offering a credit for future travel. I contacted Expedia on April 22, [redacted], to request a full refund. Agent Alex G from Expedia attempted to secure a refund from United Airlines, which was denied. I am aware of my rights outlined in the Contract of Carriage and by the US Department of Transportation. I kindly decline the credit and insist on a full refund. I expect the $[redacted].76 refund to be processed through Expedia to my Mastercard. I am eagerly anticipating a prompt resolution. If I do not receive a response within two weeks, I may escalate the matter to my credit card company. Sincerely, CS [redacted] [redacted]

My flight on UA5059 got canceled by United Airlines on April 19th. I spoke to a phone agent who assured me of a full refund within 8-10 days for the trip expenses. However, I have only received refunds for 2 out of the 4 preferred seats and nothing more. My confirmation # was ACXSDN, and I was scheduled to fly from Duluth, MN to Chicago, then to Little Rock, AR on April 20th, with a return on May 7th. Due to health issues as a senior citizen, this trip to visit my 84-year-old friend in Arkansas was significant. Although I would have preferred a future travel voucher, getting this refund is crucial for me as a retiree on Social Security. I appreciate your assistance. Thank you. - Judith Ann T.

1. In [redacted], I booked a flight from Newark to Tel Aviv. Ticket #[redacted][redacted], Invoice #[redacted], issued on 23 AUG 19 for Bernard R. Wilson. 2. In [redacted], I booked a flight from Newark to Tel Aviv. Ticket #[redacted][redacted], Invoice #[redacted], issued on 23 AUG 19 for Nereida T. Wilson. 3. In [redacted], I booked a flight from Newark to Tel Aviv. Ticket #[redacted][redacted], Invoice #[redacted], issued on 23 AUG 19 for Mia J. Wilson. I bought insurance for each ticket at $[redacted].00. Due to COVID-19, our trip was canceled. The U.S. and Israel have travel restrictions and quarantine requirements making the trip impossible. My travel agent informed me that United Airlines is providing three electronic travel certificates for the total ticket amount of $[redacted].52. These certificates are valid for two years and can be used by anyone until the balance is zero. While feeling pressured to accept the vouchers, I still request a full cash refund due to the COVID-19 restrictions that prevent us from taking the trip.

Hello, I want to express my appreciation for United during these challenging times. I have contacted three agents and submitted refund requests through united.com multiple times for my ticket with reference number E59TY1. According to United's policies, a ticket affected by a significant schedule change (more than 6 hours) is eligible for a refund to the original payment method. In my case, my return flight scheduled for Saturday, May 9th was changed from 10:48 a.m. to 12:45 a.m., a difference of over 6 hours. I paid for a non-stop flight, and the disruption with a layover in Chicago is not acceptable to me. Despite being informed three times that I qualify for a refund, I have only been offered an e-ticket, which does not meet my needs. As a caregiver for my elderly parents, I require access to the $[redacted].80 owed to me in accordance with United's rules. I kindly request prompt assistance with processing this refund. Thank you for your attention to this matter. Take care and be well. Sincerely, Wendy Bowen

In March [redacted], I made flight reservations for my wife and myself to travel from Orange County, CA, to Houston, Texas. Unfortunately, due to my wife's health condition, she was unable to fly after an emergency surgery, so we had to drive home, and she passed away in July. I recently rediscovered the flight details - United flight [redacted] booked for April 14, with the confirmation code DGYBV0. I have been unable to locate my reservations for a refund. I would appreciate any assistance in resolving this matter. My name is Howard Cameron, and my wife's name was Marilyn Cameron. Please reach me at [redacted] or via email at [redacted] or [redacted] You can also contact me at [redacted] Westgate Drive, Beaumont, Texas [redacted]. Thank you for your help. Howard Cameron

Dear United Airlines Team, I have been a satisfied customer of yours for many years. I recently encountered an issue with my upcoming flight reservation and I hope you can assist me in resolving it. In January, I made a reservation for a flight on June 19th from Fort Lauderdale to Anchorage with a 3 hour and 40-minute layover in Houston. Unfortunately, there have been three changes made to my itinerary by United Airlines. I am now scheduled to fly from Fort Lauderdale to Newark, from Newark to Denver, and from Denver to Anchorage, resulting in a nearly 4-hour delay in my arrival time. I am requesting a refund due to the significant delay and schedule changes in accordance with the DOT's "ENFORCEMENT NOTICE REGARDING REFUNDS BY CARRIERS GIVEN THE UNPRECEDENTED IMPACT OF THE COVID-19 PUBLIC HEALTH EMERGENCY ON AIR TRAVEL." I understand the challenges faced by the airline industry during this difficult time and appreciate your service. I look forward to future travel plans with United Airlines. Thank you and stay safe!

My confirmation number is PGL33M. In October [redacted], I purchased a round trip ticket from United to travel from Missoula, Montana to Liberia, Costa Rica. Originally, my return flight was scheduled for May 28, [redacted]. Due to the Covid-19 pandemic, my flight was rescheduled to June 5th, then later cancelled. After contacting the Call Center in Costa Rica, I was offered a new flight on June 1st, which requires an overnight stay in Houston and arrival in Montana on June 2nd. I am considering changing this flight to a one-day trip like my original one. I am unsure if I will be charged a penalty for this change. Additionally, the new flight departs from a different airport in Costa Rica, requiring a taxi ride costing around $[redacted]. I am wondering if United Airlines will refund this expense. Thank you.

My confirmation number is PGL33M. I purchased a round-trip ticket from United in October [redacted] for a journey from Missoula, Montana to Liberia, Costa Rica, with a return date of May 28, [redacted]. Due to the Covid-19 pandemic, my initial flight got rescheduled to June 5th, then later canceled. After contacting the Call Center in Costa Rica, I was offered a new flight on June 1st. This flight, however, necessitates an overnight stay in Houston before reaching Montana on June 2nd at 8:36 PM. I would incur an additional cost for the overnight stay and the journey would be significantly extended. I am seeking assistance to revert to a one-day flight similar to my original booking. I am hopeful that I can change the flight without incurring any penalties given the circumstances. Furthermore, the change in departure airports from Liberia Airport to Santamaria Airport would require a taxi ride costing approximately $[redacted]. I am inquiring if United Airlines will reimburse this added expense. Thank you.

Hello, I had two reservations, JWH0QX and MWF1W9, under Mrs. Daniela Golasseni with three passengers, which I canceled in April [redacted] due to the COVID-19 emergency. I received credit flights for both bookings. I would like confirmation that I can make a new booking within 24 months without penalty using the credit flights. Is it correct that I need to book a new flight within 24 months to utilize the credit flights? Additionally, if I book a trip in December [redacted] using my credit flights and face another flight disruption due to the pandemic, what will happen to my booking? Will I be able to cancel without penalty and receive a new credit flight? I apologize for the uncertainties, given the complicated situation. Thank you for your kind assistance.

My daughter traveled on flight [redacted] on May 29, [redacted]. She experienced delays during check-in at the airport due to a lack of staff. She sought assistance but was unable to get a boarding pass as the kiosk and app services were unavailable. When she finally managed to purchase a checked bag online to secure her ticket, she realized there were no gate agents present to help her. Although she didn't end up checking a bag, she would like a credit for the unused checked bag fee to be applied for her return flight on May 31, [redacted], flight number [redacted], where she will need to check a bag.

Dear United Airlines, My name is Elizabeth Rivers, a travel nurse who came to California during the COVID-19 pandemic to assist the sick. I paid for a ticket to fly with your airline, not aware that free flights were offered to healthcare workers. Despite multiple emails starting from 4/18 assuring a refund, I have yet to receive it. A representative was unhelpful, claiming no one could resolve the issue and insisted on resending refund information. When I requested to speak to her superior, she argued and left me on hold indefinitely. This experience makes me reconsider using United for my frequent FL to CA flights. It's disappointing that United might not uphold its commitments, especially during a crisis. If United didn't intend to honor the reimbursement policy, it should not have been promoted. Deception is detrimental to customer relations. I will reflect this in my reviews. Sincerely, Elizabeth Rivers