United Airlines Customer Service Issues

I made a reservation via the United website, and I paid an additional $[redacted] for an upgrade to business class for each leg of the journey. Currently, I am on the standby list for the return flights, but unfortunately, I'm not on it for the initial outbound flight from EWR to HND. Instead, I was upgraded to a premium economy seat but not on the waiting list for business class. I had a discussion with an agent today who was assisting me, but regrettably, the call got disconnected while I was on hold.

My United Airlines flight was delayed for a day, completely disrupting my travel plans. I urgently needed to be in Seattle the same day due to an emergency. Despite United's inability to rebook me, the agent I spoke to, Jahz E., authorized me to book with another airline and assured me I could get a refund. However, United later cancelled my reservation without informing me, causing me to miss my return flight to New Orleans. When I tried to check in for my return flight, I was shocked to find it had been cancelled. After much time spent speaking with agents, I had to book another costly flight, which I was told I could request reimbursement for. This situation has been incredibly stressful, especially during an emergency. Despite numerous attempts, United keeps requesting more information and asking me to resubmit my refund claim. I urgently need my refund processed promptly and accurately to resolve this issue.

To the Customer Service Manager, I am writing to share my recent experience traveling from DEL to EWR on April 8th, flight UA 83 with Reservation Conf. No. PMGFX2. Upon arrival at EWR, my wife and I, along with other passengers, discovered that our two suitcases, tagged as UK [redacted] and UK [redacted], did not arrive with us. We promptly reported the missing luggage at terminal "C" and on the 10th, we were informed that both suitcases would be delivered that day. Unfortunately, only one suitcase was delivered at 10:30 PM, without any proper confirmation of delivery. The second suitcase was promised to be delivered by 11:30 PM the following night but never arrived. After a confusing series of events, we ultimately found our suitcase near a garbage bin, thanks to a helpful neighbor. The delivery service's lack of communication and professionalism was disheartening, jeopardizing the safety of essential medication kept in the luggage. This entire ordeal has left me deeply dissatisfied with the service provided and has eroded my trust in United Airlines. I implore you to reconsider your partnership with the current delivery company to prevent such mishaps from reoccurring in the future. I intend to share this disappointing experience with others and consider alternative airlines for future travel. Your attention to this matter is greatly appreciated. Sincerely, S M R SARMA

As a travel agent, I arranged a round-trip flight for two clients and two pets, one of whom is disabled, with United Airlines. The flight is from Sacramento to Joplin, scheduled from June 2 to June 21. Initially, we were quoted $[redacted] in total for the two dogs to travel in the cabin. However, on attempting to pay, we were informed that the fee was $[redacted] per dog, totaling $[redacted]. Due to this unexpected charge, the disabled client is unable to travel on the planned departure date of June 2 as she is arranging a dog sitter until June 6. I am requesting to change the flight to June 6 and hoping to offset the $[redacted] price difference with flight credits. I have already spent considerable time with United Airlines trying to resolve the unauthorized overcharge on her card. If United is unable to rectify this issue promptly, I am open to using my flight credits to cover the additional cost. Your assistance in this matter would be greatly appreciated.

Today, Wednesday, April 13, [redacted], I am from Chile. I am with my family (3 people) stranded at Las Vegas airport. Our United flight to Houston and then Miami has been suspended due to airplane issues since this morning. We have been at Las Vegas airport for about 7 hours. The new flight is scheduled for 7:00 pm to Houston and we are supposed to arrive in Houston at 11:00 pm. We will have an 8-hour layover in Houston without a hotel provided. This adds up to more than 15 hours in total, resulting in a lost day as our hotel in Miami has already charged us for the day. I urgently request a hotel, transportation, and food upon arrival in Houston to allow us to rest, especially considering we are elderly. I seek a resolution to this issue. Sincerely, Raúl Valenzuela López and family.

On August 30, [redacted], I bought two first-class (or maybe business class) round-trip tickets for United flights from Dulles airport to Honolulu and back, totaling $5,[redacted].10. The reason for our trip was to attend the [redacted] Rotary International Conference in Honolulu in June, which got cancelled due to Covid concerns. Following the cancellation, United informed me via email on June 20, [redacted], that refunds for the tickets would be issued to my credit card, but I never received them. Subsequently, on June 10, [redacted], and again on December 29, [redacted], United emailed me about electronic travel certificates for the same amounts, which I have also not received. I am not interested in using these certificates and would like a refund of $5,[redacted].10 back to my credit card or a check. My attempts to resolve this over the phone with United have not been successful, and I would appreciate prompt assistance in resolving this issue. Thank you, Al Crymble.

I wanted to share my concerns regarding the decision to lift mask mandates for air travel. As a 69-year-old who has opted to drive rather than fly due to the risk of COVID-19, I am disappointed by this change. Many individuals, including those with underlying health issues like my friend's 30-year-old son who has diabetes, are now apprehensive about flying. My 71-year-old friend also expressed his reluctance to fly. I believe there should be thorough testing measures in place to ensure passenger safety, such as testing before and after flights. Without such precautions, I am hesitant to consider air travel, especially with the threat of more contagious variants like Ba.2. It's essential to prioritize the well-being of both passengers and airline staff in these uncertain times.

My flight from Cancun to Denver on April 18th was delayed and ultimately cancelled. Upon receiving a text with a link to local hotels that accept United vouchers for stranded customers, I contacted Microtel near the airport. Despite being informed by United that a reservation was made for me, upon arrival, the hotel had no record of it or a voucher. As I did not receive a physical voucher and the text did not specify to obtain one prior to arrival, I was unaware of the procedure. Exhausted after waiting in the cold for 45 minutes, I decided to pay for the hotel ($87) as it was nearing midnight and my rescheduled flight was early at 7:30am. Therefore, I am requesting reimbursement for the hotel expenses incurred.

I recently spoke to Ellen on the chat line regarding an injury I sustained on March 8, [redacted], while flying with United Airlines. The incident happened during my layover at Denver Airport. I tripped on the carpet in the tunnel before entering the airport, resulting in a bruised shoulder. I provided Ellen with details of my hospital visit and photos of my injuries. The chat suddenly went blank, and I would appreciate if Ellen could be contacted regarding this matter. Thank you.

I traveled from Toronto, Canada on April 7 and experienced a situation where my passport was misplaced, potentially taken by an Air Canada agent with a US passport. Despite efforts from a United agent, my passport was not found. I missed my original flight [redacted] but was rebooked on flight [redacted] departing at 12:40 noon. The United agent took a photo of my Texas DL for mailing purposes in case my passport couldn't be retrieved. She assured me that United would send my passport. However, as of today, April 25, [redacted], I haven't received it. I hope the description of the United agent who assisted me, a short lady with Afro hair, can help identify her. She rebooked my flight at gate F82 and was also present at gate F96 for check-in. Despite her assurances, my passport has not been returned. Any assistance in locating my passport or providing information via email would be greatly appreciated.

On 4/1/22, United Airlines canceled flight #UA421 due to crew timing out. I received a text at 1:00 a.m., informing me of the cancelation for the 5:45 a.m. departure. I had plans in Ft. Myers, FL on that day. United re-booked me for the next day, 4/2/22, causing me to arrange a different flight for my commitment on 4/1/22. After an online chat with a United Airlines representative at 11:03 p.m., I was told to wait five days after the final segment of the flight on 4/8/22 to file for a refund. However, I have been unable to request a refund since the ticket indicates it's canceled. I am seeking a refund for the outbound flight and the $30.00 prepaid luggage fee.

Dear all, According to our ticket details for our itinerary with booking number FTF9TT, it stipulated that the first checked bag up to 50 lbs is included for both passengers with an additional charge of $[redacted] per bag. Unfortunately, upon check-in in Ahmedabad on March 27, [redacted], we exceeded our baggage allowance and had to pay $[redacted] for each extra bag, totaling $[redacted] in Indian Rupees (INR) [redacted], as shown in the attached receipt. The airline informed us that they could only check the baggage through to New Delhi to avoid it getting lost. Subsequently, upon check-in with Air India in New Delhi, we were requested to pay an additional amount of approximately INR [redacted] (around $[redacted] based on the exchange rate of $1=INR 75.67), as displayed in the attached receipt, to allow our bags to be loaded onto the airplane. Consequently, we ended up paying a total of approximately $[redacted] for the two extra checked bags from Ahmedabad, India, to Washington DC. Therefore, we kindly request a refund of $[redacted]. We would greatly appreciate a prompt response.

Based on our tickets and itinerary with booking number FTF9TT, each passenger was entitled to one checked bag weighing up to 50lbs, with any additional bags incurring a fee of $[redacted] per bag. Upon check-in at Ahmedabad on March 27, [redacted], we paid $[redacted] for each additional bag, totaling $[redacted] in Indian Rupees (INR) [redacted]. A receipt has been provided. Due to limitations, the bags could only be checked until New Delhi to prevent loss. Subsequently, upon check-in with Air India in New Delhi, we were asked to pay an additional INR [redacted] (approximately $[redacted] based on an exchange rate of $1=INR 75.67) for the extra bags to be loaded onto the airplane. A receipt for this payment is enclosed. Therefore, the total amount paid for the two extra checked bags from Ahmedabad, India to Washington DC amounts to approximately $[redacted] ($[redacted] + $[redacted]). We seek a refund or credit of $[redacted] for the excess baggage charges incurred.

Last Monday, our flight was canceled for three hours due to a mechanical issue in Lake Charles, LA. After the problem was fixed, we arrived late in Houston to find everything closed. Unfortunately, we couldn't access our luggage for a change of clothes, and had to make do with what we had for the next day. United provided accommodation at a disappointing Red Roof Inn with subpar reviews, where our neighboring guests were smoking marijuana, exposing my children to it. Unable to get rest, I decided to book a different hotel across the street for my family. Despite United covering the initial hotel expenses, I had to pay for a better room myself. The whole ordeal left us without proper meals and caused us to miss our connecting flight to John Wayne Airport in Anaheim, California. - Treme/BrianPatrick Flight: Lake Charles to Houston (UA4877) Date: Monday, April 18, [redacted] Confirmation #: 15E1F6 Ticket #: [redacted][redacted] Boarding Group: 3 Boarding Time: 5:34 PM, actual boarding around 8:30 PM

To whom it may concern, On March 23rd, our flight from Duluth was delayed, causing us to miss our connecting flight in Chicago. We were rerouted to LaGuardia and instructed to take a Delta flight to Columbia, SC. Upon arriving in New York, we had to transfer to the Delta gates via shuttle due to ongoing airport renovations. After going through security again, we reached gate #99 only to find the door closed as the flight had departed. Delta informed us the next available flight was not until 6 am, which meant an overnight delay. We decided to rent a van and drive to Columbia, SC, a journey that took 13 hours. The situation caused undue stress for our group of five, and we felt it was not our fault for missing the flights. I am not requesting anything specific; I simply wanted to share our experience to highlight the challenges we faced due to the flight disruptions. Thank you for your attention. Sincerely, Robert G. Kolbe [redacted] E 7th St Superior, WI [redacted] [redacted]

CONF#: HPH973 (1 passenger) - Yesterday, we spent over 2 hours on the phone with a customer service representative, but the service was unsatisfactory. In our group of 4, flying with United Business under CONF#: ODC0BQ (3 passengers), we had to cancel a ticket on Tuesday due to a COVID test. Despite the ticket being reinstated after receiving a negative result on Wednesday, there were issues. We were mistakenly informed of the cost to rebook and were moved to a different flight. Only one passenger was successfully moved, while the others were left on the original flight in economy. The agent mistakenly issued a flight credit instead of a refund and the credit amount is now higher than the original fare. We are seeking a resolution promptly and would like to be waitlisted for an upgrade to business class for HPH973 without receiving extra flight credit. We are concerned by the agent's actions and request a review of the situation.

I have a reservation from STL to Istanbul with flight number M5R51T. I managed to select seats for the STL to ORD and ORD to CDG flights, but not for the CDG to IST leg. Despite calling Turkish Airlines three times and United Airlines three times, each airline redirected me to the other for seat assignment issues. Even on my return flight, I am unable to secure a seat from IST to AMS, and Turkish Airlines insists it is United's responsibility as I purchased the ticket from them. The confusion and runaround between the airlines have left me frustrated and tired. Seat assignments are crucial for our travel plans, and I am seeking a concrete solution without being passed back and forth between the two carriers.

Hello, I recently traveled from St. Louis to Hyderabad on April 29, [redacted]. I understood that I could only bring one checked bag weighing no more than 50 pounds. Unfortunately, my bag was slightly over the limit when weighed, and I also had a second bag, for which I was prepared to pay $[redacted]. However, even the second bag was slightly overweight. The staff member at the counter mentioned I needed to pay $[redacted], but my credit card was charged $[redacted]. If I had known this in advance, I would have adjusted the weight of both bags, added another bag, or removed items to comply. It is frustrating to pay so much when the contents of the bags were worth no more than $25, mostly used items. I would have disposed of them rather than pay the excessive fee. Thank you, Rohini

I had a job interview with Paula Reppas on May 5th at 9 a.m., where I was offered and accepted the position. I am scheduled for fingerprinting and a drug test on May 18th at 8:30 a.m. I am eagerly anticipating the offer letter and the details regarding the location for these procedures. I haven't received this information yet and would appreciate the opportunity to confirm with Paula that these documents are on their way or to receive clarification on where I should go.

I'm writing regarding our experience with our flight on Saturday, UA2157, that was delayed. Our connecting flight, UA1597, was missed due to United Airlines' "technical issues," delaying our arrival at SFO until almost 12:00 am instead of the expected 10:40 pm. We were extremely disappointed with the lack of assistance from the airline. Upon arriving at the airport baggage claim close to 1 am, we received no help despite waiting for an hour and seeking assistance from agents who did not respond. The overall customer service was unacceptable. We had to book a hotel for $[redacted].57 since most nearby hotels were fully booked. Additionally, a 6-minute Uber ride cost us $45.75 to reach the hotel. It is unreasonable that we had to cover these expenses due to the airline's delays. United Airlines should reimburse us for our additional costs incurred as a result of the flight delay.