United Airlines Customer Service Issues

I recently flew from Palm Springs to San Francisco on July 6, [redacted], with confirmation number DNR2C3. The flight was scheduled for just after 6 a.m., but a flight attendant didn't show up, causing delays. Despite missing work and meetings, the situation was resolved thanks to the proactive actions of another passenger, who happened to be a flight attendant traveling home. They contacted United and were authorized to work the flight. While I regret not knowing their name, their dedication and helpfulness in handling the situation should not go unnoticed. They truly deserve recognition for their initiative and willingness to assist. Please ensure that this individual receives the appropriate reward or compensation for their actions. Sincerely, Martin Marcus United Airlines # ABH90752

On July 13, [redacted], I flew from IAH to GCM. Upon unpacking at home, I realized some items were missing from my suitcase. I contacted UAL baggage department and received a $[redacted] travel voucher valid for a year. Due to Covid-19 lockdowns in [redacted], I couldn't use it. When I called UAL last year, the agent promised to send a new voucher via email, which I never got. Recently, when I sought an extension, I was told the voucher (GCM10030p) wasn't valid. Being a loyal UAL customer and a senior on a fixed income, I'm desperate to travel to Houston once borders reopen. I urge you to assist me with this issue. Thank you for any help. If necessary, I can be reached at [redacted].

I am extremely displeased with the recent experience I had on my flight from Zurich to Washington DC. Upon arrival, my connecting flight to Philadelphia was cancelled, leading me to find alternative transportation. Despite seeking a refund for my inconvenience and the significant cost of arranging my own travel, I was only reimbursed 16 CHF. The process of contacting United's customer service was frustratingly long and unhelpful. This situation has caused me immense stress, as it is the second negative experience I've had with United in a month. While a credit for future flights was previously offered after another issue, it fails to address the poor service I have repeatedly encountered. I am currently trying to resolve this matter by contacting customer service again, but the lengthy wait times are exacerbating my frustration. I am requesting full compensation for my flight from DC to Philadelphia to rectify this situation promptly. Best regards, Caroline G. Ticket Number: [redacted][redacted] Request ID: [redacted]7

Engracia F., a disability rights activist from my organization, recently flew with United Airlines from Washington, DC to Los Angeles for a work event. Tragically, her $30,[redacted] custom wheelchair was severely damaged during the flight, rendering it unusable. Engracia, along with her care aide Christine, faced a challenging ordeal when trying to file a complaint, enduring an extensive wait for assistance and encountering rude behavior from United staff when requesting water. Engracia described the experience as her worst nightmare. As United has not reached out to her, our organization is seeking to engage with a high-level customer service representative to address the destruction of her wheelchair. Engracia is seeking a replacement for her broken, custom-made wheelchair and a public apology for the distressing situation she endured.

Our trip with United Airlines to Hawaii on 7/4/[redacted] had a rocky start. When we couldn't produce our QR code at the Covid check-in, the United staff member we approached was unhelpful and moved on to the next person in line. After a 2-hour delay and a subsequent cancellation, we were rescheduled for a 9:30 am flight the next day. Despite our concern that our Covid screening would be invalid, we had to retest and redo our QR code due to the change. As seniors, dealing with this issue online was challenging. Thankfully, we were able to secure standby spots and catch a 7:30 pm flight, UA601, at the Help desk. On our return flight, traveling with our two grandkids and their father on a separate Hawaiian Airlines flight, we encountered issues with our checked bags. Despite presenting military orders and dependent IDs, which should have entitled us to free checked bags, we were met with rudeness and had to pay. Frustratingly, even contacting our son, who had no trouble with Hawaiian Airlines, did not resolve the situation. Our confirmation code for this experience was ER5RRC.

Today, I was meant to travel from Lisbon to SFO with reservation number K3334WL. The Lisbon to London flight UA [redacted], which is a code share with TAP, was canceled due to a strike. At the TAP service center, Ms. A. Meneses provided me with a new flight scheduled for 7/23. Despite my concerns about the date, she stated no other options were available. The new itinerary showed I was placed on a direct TAP flight. After contacting United, I was told they couldn't address the unauthorized ticket change and advised to contact TAP. I am frustrated by TAP changing my ticket without consent and United's inability to rectify the situation.

I had a series of unfortunate events with my flights from Tampa to Midland TX. My original flight was canceled, then the one I rebooked for 12:30 PM on 7/18 disappeared. The automatic rebooking was for Monday 7/19, and the next flight I chose for 7/18 at 8:30 AM got delayed until approximately 11:50 AM. This left me with less than 10 minutes for my connecting flight, which was not feasible. After calling and being on hold for almost three hours, I am still struggling to find a solution. It's now almost 1 PM, and I have been on hold with two cell phones for over an hour. As someone who works in retail, I understand customer service challenges but this situation is highly stressful. I urgently need assistance to get my flights sorted and make it home. Thank you for your time and help. - Elisabeth Landers, confirmation AJ5112

Hello, I made a reservation today with a confirmation number: CK8YP2. There is an error in my name, either Diane DE GHAISNE de BOURMONT or DEGHAISNEDEBOURMONTVVELEVERDIER/DIANECLAIRE. I paid €[redacted].06 today, July 19, [redacted], for a flight from Paris to Toronto, Toronto to Chicago, and Chicago to Kansas City on October 23, [redacted]. I would like to be refunded and benefit from the "refunds Within 24 Hours" as indicated on the confirmation. "Refunds Within 24 Hours When you book and ticket a reservation through united.com, the United mobile app, the United Customer Contact Center, at our ticket counters or city ticket offices, or if you use MileagePlus® miles to book an award ticket, we will allow you to cancel the ticketed reservation without penalty and receive a [redacted] percent refund of the ticket price to the original form of payment if you cancel the reservation within 24 hours of purchase and if the reservation is made one week or more prior to scheduled flight departure. I look forward to a response that can satisfy me. Best regards, Diane Le Verdier

I recently purchased a UA ticket from SFO to EWR roundtrip for travel on August 24th. The record locator for the reservation is EK1JQN. Everything seemed fine, and I used my AX card for the payment. My itinerary includes SFO-CLE-EWR, with the return EWR-SFO on August 30th. The next day, I was checking my reservation when I noticed that there was an exact duplicate reservation created, with the record locator EK1CKL, and my AX card was charged again. I did not personally make a second reservation, and even my ticket protection was charged twice. This second reservation must be canceled. I am unsure who made this duplicate reservation, but I cannot pay twice. Please investigate this matter and provide an explanation via email. I am traveling next month and need to ensure everything is in order. Thank you. - Leo W.

I've been attempting to request a refund without success due to website issues. I've also been unable to reach a customer service representative despite waiting for long periods each day for a week. The situation involves a canceled flight (UA1562) from TPA to EWR on 7/13, rescheduled for the next day (7/14) to IAD then to EWR (UA1291 and UA3684), which was also canceled on 7/13, leaving us to book a different flight (H24STB, UA434). I can't view the future flight credit and would prefer a refund due to having to book a pricier last-minute flight home because of circumstances beyond our control. I need assistance with obtaining a refund for the new flight due to significant schedule changes and lack of re-accommodation options. How can I contact someone through email or chat without using the phone?

Dear United Support Team, I hope this message finds you well. I am writing to address an issue I encountered during my recent flight from FRA to IAH on UA47. Despite being a MileagePlus Silver member, it seems my status was not reflected correctly during check-in. Consequently, I was charged for my second checked bag, which should have been covered by my MileagePlus status. I paid 84 euros for this additional luggage. I kindly request a refund for the 84 euros I paid unnecessarily. I am hopeful that this matter can be resolved promptly so that I can continue to enjoy flying with United in the future. Thank you for your attention to this matter. Best regards, Serge Aebi

I completed the paperwork for 2 bags in our party of five from FPL to Atw on 7/14/21 with confirmation # LM4QH9. I was informed of being eligible for a refund and received travel vouchers for everyone in the party instead. I would like the amount to be credited back to the card originally used as I paid for all the baggage claims. The vouchers are separate for each person, but I paid for all charges. I believe each voucher should be refunded individually. I appreciate your assistance in adjusting this error. Thank you.

I missed my flight on Sunday, 6/18/21 due to an emergency with my son's allergies. When I informed United on Monday, they helped me book what I thought was a flight for Wednesday at 1 a.m. However, when I tried to check in on Monday evening, I discovered the flight had been canceled. United provided conflicting information when I called on Tuesday, stating I had missed a Tuesday flight and then saying I was not booked on any flights. Despite receiving a confirmation number, PKRGKW, I was told the flight was never booked. I urgently needed to return to CA for my son's medical appointments. After hours on the phone, no solution was offered, and my son missed his important appointment. An agent in Alaska kindly rebooked me for the Friday 1 a.m. flight with no penalties. I need assistance to finalize this booking. Thank you. - Marian Ly

I would like to file a complaint regarding my travel experience for reservation A5DG5R on June 23. My scheduled arrival in Pittsburgh at 8:30 was delayed until 10:30 due to technical issues on a connecting flight from Moline, IL. The return flight was even more problematic. The flight from Chicago to Moline was delayed significantly, leading to my arrival at 2:00 am. I spent $80 on transportation home as my original ride fell through. I was also inconvenienced by airport closures and the lack of refreshments due to the delays. I believe that operating flights with technical difficulties is unacceptable, and I am seeking reimbursement for my expenses and inconvenience. Please contact me at [redacted] or text me at [redacted] to address this matter. Thank you. - Karen K.

On June 19th, my wife and I returned from a trip visiting family. I flew from Frankfurt, Germany (FRA) to Chicago (ORD) on flight # UA [redacted], headed to GSP as my final destination with ticket # [redacted][redacted]. Although I received my five bags in Chicago after paying an extra $[redacted] for an additional bag, upon reaching Greenville Spartanburg Airport in South Carolina, I only got four. I filed a claim with the baggage claim at the airport and was given claim # GSP26948M. It has been over a month, and I haven't received any updates on my missing bag. Every time I call, I get put on hold for an extended period and then disconnected. The bag contains items of great value to me that can't be replaced easily. I hope for a quick resolution to this issue. - Mustafa

My grandson had a flight booked from Columbus, Ohio to Corpus Christi, Texas on July 26, [redacted]. As this was his first solo trip, I assisted and purchased a $16 seat for his connecting flight from Houston, Texas to Corpus Christi, Texas. Unfortunately, the initial flight got canceled, so he had to take a different airline to his destination, forgoing the connecting flight. I am seeking a refund for the $16 seat due to the cancellation by United, which prevented him from utilizing the connecting flight. The flight was booked for Camden Dean Austin, and the United Confirmation # was E4WJ15.

Hello, I am Carmen Isela Hernandez Munoz from Austin, Texas. I am reaching out regarding a flight reservation with the number I1VB7B scheduled to depart from Austin, Texas to Paris, France on Friday, March 20, [redacted], at 5:25 pm. Due to the ongoing pandemic, I have not been able to travel since then. Upon speaking with a United agent in the Philippines today, I was informed that the validity of my reservation has been extended until March 31, [redacted]. Could you kindly email me a confirmation of this extension to my email address at [redacted]? Thank you. (My phone number is [redacted])

I need to cancel my reservation with United Airlines for 2 people. The booking includes 2 flights: Newark to Buffalo on Oct 9 and Buffalo to Washington DC on Oct 10 due to ongoing COVID restrictions for travelers from Italy to the US. Despite several attempts on their website to cancel by selecting "Cancel Options" under "my trip," I keep receiving an error message. The prompt suggests calling 1-[redacted], but I prefer to contact them via email for convenience.

My mom missed her first flight. She is a first-time traveler and, although she was at the airport, she was at the wrong check-in counter. The staff member there did not allow her to check in even though there was time left. My mom is 62 years old and was not provided with any alternatives. It has been a year since I last saw her due to the current situation. We are on a tight budget, and this trip was a significant expense just so we could reunite after such a long time. My mom's name is Hilda Bello, and her reservation number is EM86G5. There is another Delta flight departing at 7:00, and I believe transferring her to that would still allow her to catch her connecting flights.

This morning, my wife booked Flight UA3573 from Norfolk, VA to Newark, NJ, and then UA6384 from Newark to Allentown, PA. Upon arrival in Newark, she was informed that she would need to take a bus from NJ to Allentown. My daughter requires emergency surgery today, and my wife was expecting to be present for it. We made this booking at 3:59 AM this morning. If we had known she would have to take a bus, she would have driven to be with our daughter already. This situation is completely unexpected and unacceptable. Our daughter's condition is life-threatening. We are kindly requesting a refund. The confirmation number is ALFC4l, and the e-ticket number is [redacted][redacted]. You can reach me at [redacted]. Thank you, M. Miller