United Airlines Customer Service Issues

I will have a flight tomorrow from Verona to Frankfurt and then from Frankfurt to San Francisco. I contacted Lufthansa because I couldn't check in and was informed that my flight was booked under United codes. How do I locate them to complete my check-in? Flight Details: Date: Sunday, July 10th Booking Code: ZHXFRF Passenger: F. Farina Itinerary: From Verona to San Francisco on Sunday, July 10th: Lufthansa Flight LH [redacted] (operated by Air Dolomiti) Confirmed, Confirmation#: TU5G5U 06:05 departure from VRN - Verona, Italy 07:30 arrival in FRA - Frankfurt, Germany (Terminal 1) Economy Class, 1h 25min flight on EMBRAER [redacted] JET Lufthansa Flight LH [redacted]: Confirmed, Confirmation#: TU5G5U 10:25 departure from FRA - Frankfurt, Germany (Terminal 1) 12:40 arrival in SFO - San Francisco, CA (International Terminal) Economy Class, 11h 15min flight on aircraft 74H Refreshments and meals provided, covering a distance of [redacted] miles.

I accidentally booked two round-trip flights from Chicago to Duluth on August 22nd. I need to cancel the one I paid for with my credit card (Confirmation Code ED3GWK) before 1:03 pm today. The one I want to keep is booked under Confirmation Code EHYKSG. Please assist me in canceling the correct reservation. Thank you.

Hello, I would like to confirm if we have enough time for our transit connection. We want to ensure that it is feasible. Thank you. Departure: 18:40 Fri, 15 Jul from Newark, NJ, United States at Newark International Airport (EWR) Arrival: 21:58 Fri, 15 Jul in San Francisco, United States at San Francisco International Airport (SFO), Terminal 3 Connection: Requires changing planes and terminals Short stopover: 57 minutes Kindly verify the boarding time and gate with the airline. Flight Details: United Airlines UA [redacted] Airline Reference Number: AZEHB2 Departure: 22:55 Fri, 15 Jul from San Francisco, United States at San Francisco Intl Airport (SFO), Terminal I Arrival: 07:00 Sun, 17 Jul in Sydney, Australia at Sydney Airport (Kingsford Smith Airport) (SYD), Terminal 1

Hello, my name is Fortune U. I live in Louisville, KY [redacted]. My wife, Clarissa U., our son Caleb, and I were traveling from Louisville International Airport to Newark with United Airlines. We were supposed to fly with Ethiopian Airlines to Africa, specifically to Tanzania via Togo and Ethiopia. Unfortunately, we did not receive any of our five bags including important items for our journey like food, milk, clothes, and wedding attire for the kids. We inquired with Ethiopian Airlines, but they informed us that only our stroller was located. We are in need of assistance. You can reach me at +[redacted]63 in Tanzania for calls or texts. Thank you.

I bought multiple tickets for travelers heading to Maui for a birthday celebration on September 17th. One of the travelers, Brandy Marshal (confirmation number: H1R5KZ), had to cancel. I kindly request a refund of $[redacted] to be transferred back to my account as I have other upcoming trips booked with United. I had to make some adjustments due to flight changes, where my sister ended up on an early morning flight from Wichita to Chicago and missed her first-class flight to Maui due to an aircraft change from [redacted]-[redacted] to [redacted] (confirmation number: H4PXQ3). Despite these challenges, I hope for a smooth journey for her. On her return to Wichita, she now has additional stops and no Polaris seats, which was unexpected considering the initial booking. We would appreciate the refund for Brandy's ticket. My Maui trip confirmation number is H3XYJ1, and we have guests flying in from other states for the event. I hold Premier 1K status under WHA65885 and attempted to request a refund online, but I encountered difficulty with a document number requirement, which I'm unsure about.

We were travelling from Florence to Dulles for 2 days due to flight delays and cancellations, unfortunately, our baggage is missing. I was informed on Monday that it was still in Florence but no updates have been provided since then. The reference number is IAD16997M, and the bag numbers are [redacted] and [redacted] under the last name Ambinder (initials R. and E.). Our journey started in Dulles on 6/29 to Brussels then Florence. All our bags arrived in Florence. However, our flight from Florence to Brussels was delayed, and our connection was missed. Although we were informed our luggage would reach Dulles, its whereabouts were unknown. The flight from Brussels to Dulles on 7/9 got canceled, and we got rebooked on an additional flight for 7/10 at 4:30 pm. Upon landing in Dulles around 8:30 pm (flight [redacted]), our baggage was not there.

Mi nombre es Lyda Sorany Vallejo Bedoya y mi hija María de los Ángeles Agudelo Vallejo. Viajamos el 13 de julio de [redacted] de Denver a Cancún con su aerolínea. Tenemos varias quejas sobre el servicio, los cobros, la comida y la atención. Solicito un reembolso por los cargos de nuestras maletas de mano. Además, quisiera que se devuelvan los costos generados por el retraso del vuelo, lo que nos hizo perder nuestro siguiente vuelo de Cancún a Panamá. Al hacer el check-in el miércoles por la mañana con el número de confirmación NJDYYB, la asistente nos cobró $35 por una maleta de 50 libras y no mencionó que debíamos pagar por las maletas de mano que llevábamos. Al llegar a la sala de espera, el vuelo se retrasó hasta las 9:40 a.m., a pesar de estar programado para las 8:01 a.m. Esta demora nos hizo perder nuestra conexión. Durante el abordaje, otra empleada nos exigió pagar por las maletas de mano que no fueron registradas inicialmente, cobrándonos $60 por una y $85 por la otra. Consideramos esto un abuso. Durante el vuelo de 4 horas, solo nos ofrecieron galletas y bebidas en dos ocasiones. Exijo un reembolso de los cargos adicionales que se nos impusieron y debido a la falta de información sobre los costos. Copa Airlines también nos cobró $[redacted] cada una y $26 por el cambio de vuelo. Tenemos recibos de todo este desafortunado incidente. Mi número de teléfono es [redacted], Lyda Sorany. Regresaré a Denver el 26 de julio con otra aerolínea. Espero su pronta respuesta.

I missed my original flight on 7/13 and contacted United to rebook for the next day, 7/14, spending two hours with agent Michelle. Despite being assured everything was set and receiving a new flight record locator, the rebooking didn't go through when I arrived at Geneva airport. Swiss Air couldn't help, and new United agent Lily mentioned the tickets needed to be "untagged" by Swiss Air. The Swiss Air staff couldn't confirm the rebooking done by United. This error forced a two-night stay at Geneva airport, using extra vacation days and purchasing three expensive one-way tickets back to JFK for $[redacted]. Our vacation was ruined as a result. I am requesting a $[redacted] refund for the purchased tickets, hoping to receive it as future travel credit with United. I am not asking for refunds on the unused original tickets, hotel costs, or meal expenses during the extra stay in Geneva.

On Wednesday, July 14, [redacted], I was on flight UA0978 that got cancelled due to engine problems three hours after boarding. Throughout the wait, there was no communication or offer of water. My group, including an eight-year-old child, had to line up for hours to get hotel vouchers. Arriving at the hotel, there were no refreshments. When returning on Thursday, July 15, [redacted], we were not on the new flight UA978 and had to demand proper boarding passes. The customer service was unhelpful, rude, and reluctant to assist. They even forgot my grandson on the boarding passes. The stress and ordeal were overwhelming for us, especially the child. United Airlines issued a $[redacted] voucher to my husband and me but not my grandson, which feels inadequate considering the situation. I seek a higher compensation level and request guidance on the official procedure for filing a claim with United Airlines.

On July 6th, United Airlines, via Lufthansa, misplaced both of my bags. One bag was located in Nashville briefly before disappearing again, while the other is still in Frankfurt. Despite being advised to file a claim after a week, I hesitated and only purchased the bare essentials, assuming the situation would be resolved promptly. However, I've now been informed it will be a minimum of 10 weeks before resolution, preventing me from adding additional items to my out-of-pocket expenses due to the filed claim. This journey was vital as it involved relocating my son from France to the USA for university. Unable to wait for 10 weeks, I must purchase more clothing and shoes to prepare my son for school, with no guarantee of reimbursement if my bags are eventually located. Having paid more than $3,[redacted] for these tickets, double my pre-pandemic expenses, I am frustrated by the lack of empathy and the unreasonable delay in compensation from the unhelpful customer service center.

**URGENT MEDICAL SITUATION: Bag Retrieval Assistance Needed** We urgently require assistance in locating our lost bag with reference number IAD18146M. United Airlines has confirmed the bag is in Athens and will deliver it promptly to Maryland. Unfortunately, this missing bag contains 2 vital ASV breathing machines, crucial for providing breathing assistance. As both my wife and I rely on these medical devices, their absence poses a serious medical emergency for us, aged 85 and 86. We request that the medical urgency of this situation be noted on file IAD18146M and ensure the bag is returned to us by tomorrow, 23 July. As of July 23, United has not scanned the missing bag, despite its location in Athens. The airline assures that once the bag is in transit, it will be scanned and reported, though I have concerns about their tracking system reliability. The online tracking tool does not recognize the bag's reference number or my name. United claims to have emailed Athens about our situation but has not shared any responses with me, insisting updates will be available only through the tracking website, which is currently not functional for me. Thank you for your attention to this matter. Best regards, Brad Hosmer

Dear Customer Service, I wanted to share my recent experience flying to St. Thomas with my disabled, wheelchair-bound child. Traveling with him was a concern for us, but I must commend the staff for their assistance and consideration. From boarding to unloading, everyone was helpful and made us feel comfortable. The flight attendants were also very accommodating throughout the journey. In Houston, a staff member ensured my son's safety and guided us to our connecting flight, which was a great relief. However, our return flight with a different airline was disappointing. Their service towards my son's special needs was lacking, and we felt unwelcome. I am grateful for the excellent service provided by United Airlines. Your support was invaluable, and we will continue to choose United for our future travels. Thank you, Lisa Davis

I am requesting a full refund or a voucher for a ticket I purchased that was denied boarding due to a gate agent error. I bought a One-Way ticket from GDL to SJC with a layover in IAH for June 8, [redacted], departing at 3:20 PM. My PNR was HKK14M, with an eTicket Number of [redacted][redacted], costing $[redacted].45. My Mileage number is KDS48577. When I couldn't check in online, I arrived at the airport over an hour early on June 8, [redacted], at 2:10 PM, with a printed negative COVID test. The gate agent refused to issue me a boarding pass, claiming the flight had already left when the boarding gate was still open. Despite having no checked bags and only a backpack, she wouldn't budge. I ended up purchasing a full fare ticket from Alaska Airlines, passing security in under 5 minutes, only to find the United boarding gate still open. I am requesting a review of this incident and asking for a full refund or a travel voucher. Thank you, Gaurav J. [redacted]

I flew with United on July 31st from Cancun to Brussels via Chicago with my family and a friend. While in Chicago, we were instructed to transfer our luggage at the airport for security reasons. However, upon landing, my three family members' bags arrived, but mine did not. In a rush not to miss our connection, we proceeded to our terminal without my bag. Despite our prompt actions, we missed our flight due to the delay caused by my missing luggage. After a three-hour wait, I was informed that my bag would be on a rescheduled flight from Chicago to Brussels via Washington on August 1. Unfortunately, my bag did not make it to Brussels, and no updates have been provided since. The bag is presumed lost, and I have been unsuccessful in tracking its status. As it has been nearly a week, I request further information on my missing bag or suitable compensation. Thank you for addressing this matter.

Our flight from Orlando to Newark on August 5th (Flight #[redacted]) was delayed several times and eventually cancelled, rescheduled for the next day as Flight #[redacted]. I had paid an additional $83 for seat requests for my children to sit with me, but due to all the changes, we were not seated together. I am seeking a refund for this amount. Additionally, the delays caused us to spend the day at the airport and book a hotel room for $[redacted].38. I am requesting a refund for some of these expenses incurred due to the distressing experience. Thank you for your assistance. Sincerely, K. G. - United member # AHL79792.

I am Aaron Z., writing on behalf of my friend, Ying H., who does not speak English. Upon their flight from Shanghai Pudong International Airport to San Francisco International Airport on August 4th, they checked in three bags; however, one bag is missing. The missing bag contained essential treatment lenses for Mr. Hong's daughter, who has high myopia and requires them daily. These lenses are expensive at $[redacted], and the replacement process is lengthy, risking damage to her vision. The bag also held valuable gifts and items totaling around $[redacted] USD. We urge United Airlines in San Francisco to utilize surveillance cameras to locate the missing baggage promptly for the well-being of Mr. Hong's daughter.

After ensuring all necessary forms were completed for my service animal, I was shocked to be told at the airport about a DEFRAS form requirement not mentioned on the website or by the USDA. Despite previous travels with no mention of this form, I was not allowed to board due to it. Downgraded to economy for the next day, I was promised a partial refund, which I have yet to receive confirmation of. Additionally, as a psychiatric service dog and ESA, charging me $[redacted] to bring him on the flight is illegal. I demand clarification on the refund and the removal of the $[redacted] fee. I either need to retain my premium status for tomorrow's flight with my dog or have the promised refund processed promptly.

I had a flight from Sarasota to Newark booked on United for July 3, which was canceled. On that same day, my husband had a serious health emergency, and I had to urgently book a flight from Tampa to Newark. The ticket I purchased cost $[redacted].60. I understand I am not entitled to a complete refund, but I feel the price I paid was excessive given the circumstances and would like to request a partial refund. I submitted a request for a refund with ID number [redacted]0, which was declined. I believe this decision was unjust, and I am seeking further assistance to address this matter. I am eager to discuss this situation with a customer service representative in person to provide more details. You can reach me at [redacted]. I am a loyal United credit card holder and frequent flyer, and I would appreciate any assistance you can offer in resolving this issue.

Hello, I recently spoke with an agent regarding my upcoming flight from SFO to NRT to Saipan on September 10, with my in-cabin pet. Upon arrival in NRT, I have a few questions: 1. Is the health certificate required by United the same for entering Saipan and Japan? I believe the Saipan certificate should suffice, but I want to confirm. 2. What is the procedure for my pet during immigration in NRT? Will the airline staff handle this, or is there a specific area for pets if we need to separate briefly? 3. Can you provide an overview of the process in Saipan when we disembark and connect to our next flight with our pet? This will be our first time traveling internationally with our pet, so any guidance is appreciated. Thank you for your assistance. Sincerely, K. V.

Our trip faced additional costs due to a flight cancellation. The lack of clear information and contradictory statements from a United representative left us stranded for hours. We were given reasons ranging from a broken plane to overbooking and even claims that Athens does not accept airplanes. The situation was mishandled, resulting in us being directed to call the 1-[redacted] number without a resolution. The presence of another flight leaving from the same gate to the same destination at the same time added to the frustration and showcased United's lack of transparency. Despite the ordeal, a helpful United employee managed to secure a new flight with another airline in a matter of minutes, ultimately getting us to Athens. We are now seeking reimbursement for the additional expenses incurred due to United's mishap. Appreciation goes out to the employee who went above and beyond to assist us in our time of need.