United Airlines is a major international airline that operates routes around the world. As the third-largest airline in the world, United gets many calls each day to its customer service center.
While United Airlines has a robust website, many people still opt to call its customer service representatives. Typical requests include:
Before calling United Airlines customer service, make sure that you are calling the correct number for addressing your concern. United has different phone numbers for its departments, including reservations, accessibility, and Mileage Plus. In addition, United has separate phone lines for different countries. Travelers should be aware of the United phone number for the country that they are currently in.
Most United Airlines customer service phone lines are open all the time, but some have more restricted hours. For example, there are dedicated phone lines for non-English speakers, and their business hours are limited. Ensure that you are calling at the right time, adjusting for time zone differences, to avoid frustration.
As one might expect, there is a range of reports about United's phone-based customer service. Some people claim that they are able to receive quick and courteous resolutions to their issues while others feel that United Airlines representatives are non-receptive to legitimate customer concerns. There are several media reports of individuals having to involve third parties, such as consumer advocates and journalists, before their case is resolved.
There have been some mentions of United customer service in the news media, though it should be noted that the more egregious cases have involved unusual situations, such as a glitch in United's boarding system that resulted in a passenger being labeled a "no-show," resulting in a canceled return ticket.
In that case, third-party advocates had to get involved as it appeared that United's customer service representatives were not equipped to handle such a situation. Another unusual case involved code sharing between United and another airline, resulting in gaps in travel plans that were not easily remedied.
United Airlines' customer service team can handle a wide variety of issues over the phone, including ticket sales, refund processing, changes to flights and itineraries, loyalty program issues and questions about travel advisories.
Note: If you wish to purchase an airline ticket over the phone, keep in mind that you'll have to pay a surcharge in addition to the price of your ticket. This is a standard practice among many airlines and something you should be aware of if you call United to book a ticket.
If you end a call with United Airlines customer service with the sinking feeling that you haven't accomplished much, don't lose heart. There are still options open to you.
First, write down what happened during your call. Having this information written down can help you stay focused during further communications with United.
Next, write down your desired outcome: Do you want an apology? A refund? Credit toward a future fare? Once you know what you want, you'll be in a better position to try and obtain it.
After you've done these things and feel calm enough to try contacting United again, consider these next steps: