Complain about a product or service

United Airlines

United Airlines • Itinerary changes • Lost luggage • Group sales • Unaccompanied minors • Ineffective bumbling --- News • United Scraps Hike in Second Bag Fee • United Pilot Arrested for Alleged Drunkeness • United Doubles Second Bag Fee To $50 • United Pilots Want CEO Fired • United To Reduce its Fleet By 4 Percent • United Charges for Second Bag • United Pilots Contradict Carrier on Cancellations • Computer Glitch Hits United Airlines • Winter Weather Wreaks Havoc with United Flights • United Gets New Daily U.S.-China Flight • Airline Pensions Under Government Review • United Cleared to Taxi Out of Bankruptcy • United Poised To Emerge From Bankruptcy • United Prepares for Life After Independence • United Wins New Labor Pact • United Plans To End Employee Pensions • United Reaches Agreement With Flight Attendents • United's Union Deals Unraveling

United is in the same boat as American, US Airways and Delta and it is a boat that is not very seaworthy. Though United has a strong route structure it does not exactly have a workforce that knocks itself out everyday to keep customers coming back for more, as the complaints in this section show. When you get right down to it, that's the problem. It's hard to see a solution.

Neider of Harrisburg, PA September 21, 2009

I want to bring to your attention to an incident that my family and I experienced with United Airlines during our return flight from Jacksonville, FL. My wife and I were returning from Jacksonville, FL to Dulles on flight 7407 on September 20, 2009. The flight arrived on time and we were looking forward to our last leg of our flight to Harrisburg, PA (Flight 8019). This was also the first flight for my baby twin girls. There was to be a short layover in Dulles. We de-planed the aircraft and waited for our gate baggage check in to be delivered to us by the side of the plane. We saw our bag (just about 10 feet from where we stood and waited by the aircraft) being taken out of the plane. In the last moment, the bag was taken back because the porter noticed that it was missing a green baggage claim ticket. I shouted that it was mine and that it had my luggage tag with my name and address on it.

He called over a Supervisor and I also advised her that it was my bag. She indicated to me that she could not release the bag because it did not have the green tag. I presented to her my green claim tag that was given to me as we departed from Jacksonville, FL. Furthermore, I advised her that the bag contained my nine month old twin baby daughter nebulizer (breathing apparatus). My twin daughters were sitting in their stroller crying during this time. I advised her that one of my daughters needed to get her medical treatment because she was born premature at 1lb with chronic lung disease. At this time, she said that the only way I could get the bag was to claim it at the baggage check in, which was at another terminal. We were at gate A5 in Dulles airport. I attempted to plea with her to at least allow me to get the breathing apparatus. I even asked for her to be with us as we gave my baby her treatment. She had no compassion and continued to repeat to me that she could not do that. My daughter started to have difficulty breathing and started weezing. Still, she would not allow us access to her medical device.

Knowing that I need to do whatever was needed to give her medical treatment, I was forced to travel to the baggage claim area to get the device in the bag. On my way to the baggage claim, I stopped over the United Airline customer service desk to inform them that I needed to go get a baggage and to please advise the gate attendant of our next flight. She said that she could not do that, and that I needed to get back in time or miss my flight. This was done with no lack of concern for the well being of my baby daughter who was now crying loudly. My wife was getting very stressed, and rightly so. Our baby daughter who needed the medical device was born at 25 weeks (3 months premature) and had spent the first six months of her life in the Neonatal Intensive Care. Now, she was in danger of potentially going into a respiratory arrest because of your employees lack of concern and compassion. There was NO ONE who even attempted to help us the entire time.

After about 10 minutes, I managed to make it to the baggage claim area. The Supervisor who would not give us the bag indicated that it would be at baggage claim 4. I searched all over and could not find the bag. After 10 minutes of searching, I went to the United Airline baggage claim office and a woman got on the phone in an effort to help me. By the way, she was the only one who showed any concern for my situation. She found out that it was sent to baggage claim 1. I immediately found the bag and I ran to try and make it back for our next flight.

My wife called me at the gate of our departing flight. I advised her tell the attendant that I was on my way. The flight was scheduled to depart at 9:50AM, and I called her at 9:45PM. The attendant did not even say sorry, but blatantly said that they are about to leave, and they must now close the gate.My wife was holding the baby who needed medical treatment with her and advised the gate attendant of the situation. The gate attendant did not show any concern at all. I made it to the gate within five minutes, and I saw the plane at the gate. I went to the gate attendant, and she said it was too late. I proceeded to get the medical device out of the bag and gave my daughter her medication, which eventually calmed her down.

I went back to customer service and there were approximately 20 passengers in line waiting for a customer service agent. There was only ONE working at the counter. It was about 10PM in the evening. I went to the front of the line and asked to speak with a manager, and she said that she could not help me. My baby daughter started to weeze again, and I gave her another treatment of her nebulizer.

The situation I experience could have turned out to be a lot worst. Fortunately, I was able to get her treatment on time before she went into respiratory arrest. I waited at the customer service desk for almost 45 minutes for a manager, who never showed. Supposedly, she (I believe her name was Vespa) was paged numerous time but she never showed up. I needed to get my babies home, so we rented a car from the airport and drove 2.5 hours to Harrisburg PA.

Gilberto of W. Hollywood, CA September 10, 2009

Flight 861 arrived in GRU at about 08:10 am and passengers were sent to Transit Area for our last segment GRU-GIG. There were no announcements after boarding time advising that the aircraft had mechanical problems. We were informed of other delays - 15 minutes, then 20 minutes and so on, until we were told that flight 861 was cancelled. We were told that we would fly on TAM to GIG. More than 30 minutes went by and no manager or supervisor was available to talk to us. Just stressed out agents in total lack of control or knowledge.

At about 12:30 pm, we were told that we were been transferred to another airport (Congonhas) by bus. We were sent down to pick up our luggage, but Brazilian Customs were not informed of the cancellation of the flight. The Brazilian Federal Police sent us back up with passengers carrying their own luggage. We all walked up the stairs trying to go back to the Transit Area. Customs Agent close to the Transit Area ordered us to go down again because we had officially entered the Country and could not go back to the Transit Area.

United personnel told us to go down the stairs again and clear Brazilian Immigration and Customs. After a while we were allowed to entry Brazil. With our luggage we proceeded to go to two buses that would take us from GRU to CGH. Mind you that this about 60 kms. apart from each other. About two hours later, the bus driver told us that the second bus was bringing an UA Agent with the transfer manifest. We waited until the second bus arrived and no UA Agent was on the bus.

Without any UA assistance we proceeded to TAM ticket counter. TAM ticket counter agents at CGH had no idea that we were coming from GRU because of a flight cancellation. By then is was 2.55 PM. Passengers from UA861 got very upset and started to scream at the TAM agents who looked at us clueless. A total chaos. Since TAM flight JJ3934 was about to leave at 14:30 PM I empowered myself to by one-way ticket CGH SDU (Receipt attached). 315.00 USD.

At the plane I asked a passenger to make a call to Los Angeles, because I had no access to a phone. I paid the passenger USD20.00 (no receipt enclosed) for the call since family members were at GIG waiting for me. My mother called my relatives and informed them about the change of airports. Agents at GIG were not aware of the venue change. All passengers were upset, hungry, stressed, and quite tired.

For me the saga ended by 3:30 when Mr. Forrester and I landed in SDU. The rest of the passengers I do not know how their day finished. The day before my return flight (UA860/13 August), I called to reconfirm the flight and was surprised that there was no records that I did not made the flt with the rest of the passengers. Is this not a FAA regulation discrepancy? Acording to them I was on board of the original flt UA861.

UA email me saying that they do not refund expences arranged by myself. USD 315.00. UA send me a courtesy coupon of 250.00 for future trips.

Chad of Beloit, WI September 9, 2009

A recent promotion from Hilton's HHonors loyalty program offered Diamond VIP members free award tickets on United Airlines. Approximately eleven months ago, I received a co-branded Hilton/United Airlines promotional e-mail offer for a free ticket to Europe on United Airlines in exchange for 150,000 Hilton HHonors points. I accepted this offer and exchanged 300,000 of my HHonors points for two "free" award ticket certificates.

I recently exchanged these certificates with United and was completely shell-shocked to learn that I would be charged 591 to redeem these "free" award tickets. After some investigation, I found that in addition to the taxes and security fees that the terms and conditions of certificate indicated I would be responsible for (approx 75 per ticket), United also assessed a 180 per ticket fuel surcharge as well as a 60 per ticket ticketing fee.

I don't have a problem being responsible for government imposed taxes and fees. I do have a problem with paying an extra 180 per ticket surcharge for something that United has added in only to generate revenue. I really do feel like I have been taken advantage of.

When I spoke with a United Airlines rep about this, I was told that the "free" ticket certificate I was issued by Hilton was not a free ticket at all, but rather a "revenue" ticket for which United was generating income! Obviously, I was quite disappointed to know that I would have to shell out nearly 600 for a pair of free award tickets.

United responded to my complaint by telling me that this fuel surcharge is customary on all of their tickets. When I spoke with a Mileage Plus rep, however, I was informed that they did not charge the fuel surcharge on Mileage Plus award tickets. United also cited fuel as a cost burden to the industry that they are passing along to the consumer. I find that difficult to reconcile based on the fact that the price of aviation jet fuel has decreased 45.5% over the past 12 months.

Simply put, I perceive this promotion as a classic "bait and switch" tactic. Hilton HHonors members are asked to act on a promotional offer that is characterized as free when, in fact, United is using the promotion to generate revenue. In short, the "free" award ticket promo Hilton HHonors offered was not free at all. United used Hilton, its loyalty program members and this promo to generate income under the false pretense of a free airline ticket.

If airlines need to raise money because of market conditions, so be it, but they should stop nickel-and-diming their passengers with disingenuous fees, that aren't really for what they are supposed to be. This is especially true on something that is promoted as a free award ticket. I paid a total of 360 for each "free" award ticket. I paid for something that was not a governemt imposed tax or fee.

aiko of henderson, NV September 8, 2009

on the flight my cousin and i were on from honolulu hawaii to san francisco california on sept 8 2009. this flight was an add on since the flight the previous evening had been cancelled so as to accomodate all passengers stranded at airport. from thr time we got on the boeing777 the air was freezing coming down from celing. from but 1 1/2 hours into the flight i kept noticing that somrthing was falling from above. then i felt wet sprinkles coming down on me for the rest of the entire flight.

when the flight attendent mde his way to our area i was informed it was indeed water caused by the condensation in the airplane. besides the water falling on me the air conditioner was on full blast and seemed to be set at 30 degress it was the most uncomfortable plane ride i have ever been on. i am disabled. my entire left side is still paralyzed due t a stroke.

i read the other coplants and the only one i didnt see addressesd was the restroom doors. i have enough problems then to have to fight with the accoordian doors that [they] have put on all [their] restrooms. first you have to pull then you push door open to get in. well this is next to impossible when i have only one hand that works. then to get ot you still need to pull and push the door to get out. luckily i was traveling with my cousin this time and she helped me to get in and out. it is aterrible feeling to be trapprd someplace. especially in a tiny bathroom and the seatbelt light comes on.

but still the worst thing is to have to endure a flight thats over 4 hours in thr freezing cold and with water coming down to add to me dreezing. i had a blanket than goodness but didnt help mre from getting wet and chilled. all i was told was sorry but it cant be helped. I had a severe cough that kept me up all night so am totally ezxhausted from going over 24 hours with no sleep. my neck snd back are sore from the cold air breathing down on me for an entire flight

megan of eliot, ME September 8, 2009

On July 17th 2009 I had a flight from Boston Logan Intl. Airport to Frankfurt Germany to move with my husband who is in the Army, coming with me were our two dogs. I had contacted united before my fly date to confirm that the crates I had for our dogs were ok for travel and I was told they were.

Upon arival to the airport I was told otherwise and given the option to not bring our pets or buy one of their crates for 250 each. I had no choice but to pay the 500 total for both crates that were due to be extra large since our dogs are 65lbs and 85lbs. Well the crates were at best the size of a medium crate. Neither dog could turn around or move in the crate which goes against USDA standards and to boot united took my crates away. My dogs were terrified in the overly small crates and upon arrival in Frankfurt I nearly recieved a fine because of Uniteds actions.

The vet in charge of checking paperwork however listened to my story and said she had seen United do this to other pets who travel before and she hoped someone would do somthing to fix this. I contacted united customer relations to no avail so now I plan to spread my story so others know Not to travel United Airlines for pet travel. They will over charge you and in the end provide horrible service.

Paulina of Orange, CA September 5, 2009

United Airlines, San Francisco crew to Hawaii...from checking in to the flight attendants, had a distain for the customers on my flight. They seem to have contempt for us. They were unhelpful and rude. Jim and Mary were the worst. One customer was on her way to the back of the plane to the restroom when the seat belt light came on, Mary yelled down the aisle at her "sit down" as if she was a beligerent child.

When one customer complained about a air vent getting her cold, Jim turned the cold air onto me "how do you like the cold air on you?" he said to me as if I had pointed the cold air on her. When I could not put my feet under my seat, I noticed luggage in my leg space, the flight attendant told me it was hers, and left it there during the entire 5 hour flight.

They separated me and my 6 year old child with assigned seating...even though I specifically had been told we would be seated together. When I asked if we could sit together, no crew member helped. I had to rely on the kindness of strangers to get us seated together for the 5 hour flight. We spent thousands of dollars, not for the service we had hoped to receive, but hours of rudeness and abuse.

Kendra of Avon, IN September 4, 2009

United Airlines in Charlotte NC placed the wrong name tag on my luggage instead of my name a tag was placed on it with the name of Bruce H going to Albany upon my arrival back into Indianapolis I had NO BAG, a lady with United by the name of Jodi N said my bag was in Dulles would arrive in Indy at 1:40 and would be to my home address within 4 hours. At 6 pm I called and left a message because they claim they dont have humans answering baggage claims calls all you can do is leave a message. As of today 9-4-09 at 11:51 I have HEARD nothing from UNITED and my bag still hasnt arrived. I checked status on line and it shows nothing about my bag.......

michael of city of industry, CA August 27, 2009

I had to complain about my very bad experience trip with United airlines, First, on Aug 23rd, I missed my flight #106 on 8 am , so I had to add to standby list for next 2 flight, but there was so many people in the stand by list , so the employee work there told me , the earliest flight I would get was around 6pm , because I had a very important meeting that night in Chicago, so I had to purchased tickets from American Airlines, I called United airlines service center that make sure my tickets will good for come back from Chiacgo to los angeles, the rep. told me it was good, I also made a call to American airlines service center on Aug.25th night to re-confirm my reservation, I got same answer again , the reservation is good,

But when I went to Chicago airport on Aug. 26th , I got totally different answer from tickets counter, they told me my reservation was not valid and I had to purchased another tickts for today, which was around 400, I called to UA service center right away, I got answer from the rep. ,tthe reservation was good, I did not need to pay anything, if the staff in tickets counter has any problem , they could contact service center, After I made the call, I went back to tickets counter, the staff there insisted I had to pay the tickets, and refused to talk to service center, so later on. I was forced to purchased the tickets by my credit card, For this kind things , I was totally confused by UA company's 2 different dept., as a customer, I think I was treated unfair, and I did no thing wrong, and because of some misunderstanging between of UA 2 different dept., I had to pay extra money for my trip, it is totally wrong, I think I will never be a customer for this airlines, I wish they will loss more and more customer, I will keep telling all the people I know about this,

Gary of Chicago, IL August 27, 2009

From Chicago to San Jose, CA I was on a flight that was to be a 'no plane change' with a stop in Denver. We landed in Denver and were told that if we were continuing on, to leave our personal items on board and deplane with our boarding passes. I returned 30 minutes later to find that the continuing flight was changing planes and leaving from a different gate. A United employee had taken my carry-on bag off the plane, and without care and safekeeping, placed it in a public location in the waiting area, unprotected. My iPod Touch was stolen. After repeated attempts to rectify the situation, United eventually turned the issue over to 'Baggage Claim' customer service who denied any wrong doing and indicated that they are not responsible for lost electronics. I insisted that I did not check my bag at the gate or at the check in couneter and therefore their baggage claim policy does not stand. United saw no way to reimburse me for my lost expenses but instead offered some mileage to be posted to my account. The small amount of mileage in no way equalled my monetary loss.

Mike of Windsor, CA August 23, 2009

After weeks of planning and hundreds of dollars in our display. United Airlines lost our checked baggage, which denied us the ability to show our product. Their lack of concern and the fact that they charged us for what they lost is more than upsetting. I propose that everyone boycott United Airlines. Particularly this upcoming Holiday Season.

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