United Airlines Customer Service Issues

Hello! I purchased 2 flight tickets from Vienna to New York on 13.7.[redacted] and from New York to Vienna on 3.8.[redacted] through Supersaver. The order number is LHM25K. Here are the airline booking references: Vienna to New York: - Austrian Airlines: NI5ASO - United Airlines: LET424 New York to Vienna: - Austrian Airlines: NI5ASO - United Airlines: LET424 After booking, I added 1 checked bag per person for each leg of the journey. However, I received an email stating that due to a technical error, my baggage purchase could not be completed. The email mentioned that I needed to contact United Airlines with the reference LET424 to book my baggage directly with them. They also mentioned refunding the amount I paid, [redacted].00 EUR. I tried to book baggage directly with the airline through Pay and Save, but it seems my flights do not qualify for the discounted prepaid bags. I am unsure what steps to take next. Can I add baggage at check-in, and if so, at what cost? Or will I need to do the check-in at Austrian Airlines? I appreciate any guidance you can provide. Thank you!

I was told last night that a leg of a trip scheduled for 4/15/[redacted], which we couldn't take due to road closures preventing us from reaching the airport, would be eligible for a refund or credit. Following the instructions, I visited united.com/refunds, but the leg (a United flight operated by Hawaiian Airlines) wasn't listed, and I couldn't select it for a refund request. When I tried to find out the cost of that specific leg, it wasn't detailed on my receipt. I do have travel insurance that could cover it, but without the individual price breakdown, it's challenging to calculate. Despite spending hours texting with the Bot, they couldn't help with determining the value of the leg and simply directed me to the United refund page as the solution.

We paid an extra fee to switch our flight on June 15 from 3:55 PM to 1:55 PM. Due to equipment issues with Delta, our flight was delayed. We boarded at 3:30 PM and sat on the plane for 30 minutes due to additional issues, then spent another 30 minutes on the runway. Surprisingly, the 3:55 PM flight departed before the 1:55 PM one. After spending almost an hour on the tarmac, we returned to the gate at 4:45 PM due to overloaded cargo causing delays. The situation led to us spending over three hours on the plane rather than in the air. United's greed inconvenienced [redacted] passengers and wasted 1,[redacted] hours of our lives. I believe a full refund is necessary, along with compensation for two additional tickets.

I have been a MileagePlus member with United for many years. I now have the chance to use my miles for a Star Alliance Upgrade on Austrian Airlines, as outlined on the MileagePlus website. However, when I try to process the upgrade on United’s website, I receive a message prompting to update my information. Upon contacting customer service, I was informed that one of my flights must be with United for the upgrade to be allowed online. They mentioned this as an internal condition not disclosed externally. Although my ticket falls under class E and is eligible for upgrades as per their terms, I was told they could not proceed due to this undisclosed rule. I find this to be a violation of our agreement.

I have a concern with my Plus Points. I have been a 1K member for many years but due to travel restrictions in New Zealand, I couldn't travel abroad since March [redacted]. Now that the borders are open, I want to book flights with UA to Europe via the US. However, my [redacted] Plus Points are set to expire next month, and I won't be able to use them for upgrades for travel after July [redacted]. My travel plans are not until late this year or early next year. Is there any possibility to extend my [redacted] Plus Points for another year? It seems unfair that they expire when I couldn't travel because of the closed borders. Without the option to upgrade with Plus Points, I may have to consider other airlines for my upcoming trips. I prefer flying with UA and redeeming Plus Points for upgrades.

I accidentally left my jacket on a United Airlines plane in the overhead bin. My driver's license is in the pocket. I've been trying to contact someone at O'Hare airport where the plane is located, but I can't reach a live person at United. I've filled out their lost and found form, but it seems inefficient. I need someone to physically check the overhead bin above seat 7C on Flight [redacted] that arrived at gate E12 in Terminal 2 at O'Hare on June 19 at 9:10 p.m. I realized I forgot my jacket within 30 minutes of leaving the airport from my flight from LGA to ORD.

On Sunday, June 19, [redacted], I flew on UA883 to Newark, sitting in business class seat 4L for my brother's wedding. Unfortunately, my suitcase didn't arrive with me. The staff at Newark was unhelpful, providing only a card with United Airlines' contact information. Upon calling, I waited two hours to be told they couldn't find my luggage. This ordeal lasted 3 days with daily hours spent on the phone, but to no avail. I had to spend hours and £[redacted] shopping for the wedding. After finally locating the suitcase at Newark airport, I was promised it would be delivered before my husband's departure. However, after numerous calls and waiting, he had to retrieve it himself. Despite paying for an extra suitcase, it was a wasted expense. Now back in the UK, we are still unaware of the luggage's whereabouts. The whole experience with United Airlines was a nightmare, and the staff's behavior was disrespectful, promising that we won't be flying with them again.

We purchased two nonstop tickets from Denver, CO to Portland, ME in February [redacted]. The flight was changed to a 1-stop flight and then a different layover, which was inconvenient as we specifically wanted a direct flight. Despite the changes, we proceeded with the trip as we had already arranged accommodations. However, upon arrival at Newark airport, we were notified of the cancellation due to weather. Customer service provided meal vouchers, but the only option given was to fly to a different airport, which didn't align with our schedule. We ended up renting a car to drive to Portland, incurring additional costs. Our checked bag arrived late, causing us to miss out on a scheduled tour. The travel vouchers expired before our return flight, and we were unable to use them. We believe we are entitled to compensation for the unused vouchers, rental car, and gas, as United did not provide a reasonable alternative to get us to our destination promptly.

I recently purchased a ticket through Expedia without knowing I needed a transit visa for my US layover. I discovered this too late to obtain the visa and now face difficulties with my travel plans. Expedia provided me with airline credits instead of a cash refund due to the airline's policies. However, I am unable to use the credits due to the visa requirement. I am seeking a cash refund instead to address this issue, particularly because my grandfather recently passed away.

In my previous detailed letter, I expressed my ongoing struggle to locate my two missing suitcases. Despite assurances from UNITED staff at SDF airport that my luggage was at Newark airport, it seems they were not forwarded as instructed by agents ADA and Becky. It is crucial to highlight that my luggage contains essential medication for diabetes, blood clot prevention, and hypertension, with only a week's supply left. At this point, I find myself with no option but to pursue legal action to compel United Airlines to retrieve and deliver my suitcases to SDF airport. After three weeks of fruitless efforts, I am exhausted from this ordeal. S.M.Nawab [redacted] Brownsboro Garden Cr. Louisville, KY [redacted] [redacted] 6/21/22

Hello, As a long-time United customer, I want to share my feedback regarding the recent change in my status from Premier 1K to General Member. Despite not being able to travel much in [redacted], I understand the impact of the pandemic on travel. However, I was surprised and disappointed by the significant demotion in my status, which has made me consider other airlines for my future travel. The lack of status affects my miles earning and qualifying for the next level. I believe that maintaining my Premier Status and crediting my [redacted] activity would greatly influence my decision to continue flying exclusively with United. As a traveler based in SFO, this change has led me to explore alternative airlines, like Alaska Airlines, due to their comparable routes and pricing when I don't have status benefits to incentivize my loyalty. Thank you for considering my request. Best regards, Peter

On February 15, [redacted], I made a reservation for a direct first-class flight from San Francisco to Pittsburgh for myself, C. Sulzer, and my granddaughter, C. Bernt, using my mileage with Member [redacted] [redacted] [redacted]. Despite being a frequent flyer with Air France and Lufthansa, I usually book tickets using mileage or a credit card. I received Confirmation #0TBXLG. I have never had to reconfirm my flight after receiving the official Reference Number by email. Unfortunately, upon arrival at the gate, we were informed that there were no tickets reserved. As we were all traveling to a wedding in Pittsburgh, we had to reschedule for a flight with a four-hour wait and pay for new tickets with my credit card, even though the original tickets were already paid with my mileage. This unexpected cost of $5,[redacted].40 for the new ticket IX1SXJ has been a significant burden, especially at 87 years old with a limited budget. I am kindly requesting reimbursement for the amount charged to my credit card and to reinstate the use of my mileage as initially confirmed. Thank you.

On February 15, [redacted], I made a reservation for a direct First-class flight from San Francisco to Pittsburgh for myself, Cornelia S., and my granddaughter, Camille B., using my mileage. I am a loyal customer of Air France and Lufthansa and typically book my tickets using mileage or a credit card. The reservation was confirmed under the names Cornelia S. and Camille B. with booking reference #0TBXLG. Upon receiving the confirmation, I have never had to reconfirm my flights. However, upon arriving at the gate, we were informed there was no ticket issued. This led to us having to reschedule for a flight with a four-hour wait and pay for the ticket again using a credit card, costing $5,[redacted].40 with booking reference IX1SXJ. As a senior citizen on a fixed budget, this unexpected expense has been a significant burden. I kindly request a reimbursement to my credit card for the amount charged and to have the original payment processed through my mileage as agreed. Thank you.

I am writing regarding the cancellation of Flight UA992 from Dulles to Barcelona on my honeymoon trip with my wife. United rebooked us on Flight UA915 to Paris instead, causing us to incur additional expenses. We had to purchase new tickets on Vueling Airlines for $[redacted].18 USD to get to Barcelona. Upon arrival in Barcelona, we missed our train and had to rent a car for $[redacted].23 USD. Attached are the receipts for these expenses totaling $[redacted].41. As a United Premier Silver member with the PM97497 status, I am requesting a $[redacted] flight credit along with the cash refund for the incurred expenses.

Hello, I am Jiyoung Hyun. I bought a ticket from Las Vegas to San Francisco for June 21 at 4 pm, and I am inquiring about a refund for the flight ticket. The ticket was purchased and paid for on June 20 through the United website. Upon arrival at the airport, I was informed by staff that the payment did not go through, and I had to make a secondary payment. Although I received an email stating that the reservation was processing, I did not get a follow-up email. Consequently, I purchased the ticket again, but was told that the initial ticket had already been canceled. I believed the first payment had not been successful, leading to the cancellation of the initial ticket. Upon reviewing my payment history, I realized that the first payment had not been canceled, resulting in me paying for the ticket twice. I am seeking a refund for the first ticket as I believe there was an error in the process. The first confirmation number was O22QH9, and the second confirmation number was A9FPDC. My Mastercard number ends in [redacted]. I kindly request a review of the situation.

I experienced a flight cancellation from Paris to Chicago on June 16th. The airline rescheduled me for a flight on June 17th. I had prepaid for a hotel in Chicago for the 16th, which I couldn't use due to the cancelled flight. Furthermore, I had to cancel work meetings scheduled for Thursday and Friday due to the flight disruptions. The delayed flight on Friday morning also caused me to miss work that afternoon. This unexpected series of events not only resulted in financial losses and changes in plans but also caused frustration and anxiety during my work trip. I appreciate your attention to this matter. Best Regards, A.A.

I checked my luggage through from Belize to LAX on 7/4/22. Upon arrival in Houston, I discovered my luggage did not make it to LAX. I provided my contact information and address at the Ticket counter and was informed it would be delivered the next day. Despite being guaranteed it was located and on its way, I waited a whole day with no delivery. The reference numbers I received are #LAX65664M and #[redacted]. United sent a text about locating the delayed baggage but there have been no updates since 7/6/22. I wanted to inform them no one would be home before 6 pm today but waiting on the phone for an hour was frustrating. We exhausted all methods to track the baggage. It's distressing that the luggage may have been found and then lost again. This situation is highly inconvenient, especially after paying $[redacted] for excess weight on the outbound trip.

I made a reservation through Princess EZAir for a flight from Norfolk, VA, to Copenhagen, Denmark on July 12. However, there have been multiple flight time changes that are causing issues due to my wife's mobility scooter. After spending hours on the phone with United, I managed to change to an earlier flight with a longer layover at IAD. Despite this, Princess informed me that my flight has been reverted back to the original schedule, which is not feasible for us. I am requesting to revert the flight back to the earlier one we had changed to initially, departing at 10:27 am from ORF to IAD. Princess has been unhelpful as they do not have the earlier flight available in their inventory. My booking number is PVRNKV for Michael Lee Ferguson and Carolyn Shelia Ferguson.

Subject: United Airlines Feedback - Compensation Request To Whom It May Concern, I am writing to share my recent experience with United Airlines on 6/28 concerning a flight from Nashville to EWR. After enduring two flight cancellations and an unexpected overnight stay in a hotel due to being stranded, I encountered a concerning situation upon boarding flight UA5741. The crew discovered that the catering food had been left on the plane overnight causing it to become moldy and rotten. Despite attempts to clean the plane, the odor remained, making the flight experience uncomfortable. As a frequent flyer with United, having taken almost 30 flights this year alone after switching from Delta, I am disappointed by the series of events that led to this inconvenience. I kindly request compensation in the form of a voucher for my hotel expenses and a consideration of bonus miles or a round-trip ticket as a gesture of goodwill. My booking details are as follows: Confirmation Number: O1QNN6 and Mileage Plus: XV881277. I appreciate your attention to this matter and look forward to a swift resolution. Sincerely, J.S.

My daughter's bag did not arrive at PMO Airport last Sunday, the 3rd. The booking code is K4LB1Q. They were forced to check their carry-on bags at the gate. She filed a claim at PMO under #PMOAZ42241. It has been a week, and my daughter has been left without clothes, medicine, contacts, and glasses. We are struggling to get assistance as no one is answering the phone. I am reaching out because the issue started with United. Any assistance you can provide would be greatly appreciated. We are scheduled to depart on the 18th, and it seems likely that she will still be without her bag.