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United Airlines complaints

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233 South Wacker Drive
Chicago, IL 60606 | Get Directions

(800) 864-8331

http://www.united.com

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Total Amount in Dispute:
$18,088.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

12 complaints against United Airlines closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
1	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
11	Unanswered

12 complaints against United Airlines

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5/10/2026

RESPONSE: Refusing to make an adjustment Amount in Dispute: $700.00 Amount Settled: $0.00

Customer Complaint

3/27/2026

I am filing a complaint regarding a very distressing experience with United Airlines involving my two young children (ages 3 and 5). Their flight from Brazil to Boston (confirmation OME55P) was canceled, and no proper assistance was provided. The airline did not offer hotel accommodation, food, or transportation, leaving my children stranded at the airport for an extended period after a long international trip. The only option given was a new flight two days later to a different airport (BDL), which is not their final destination. This was not a reasonable or equivalent rebooking. Due to the lack of support, we were forced to arrange alternative transportation, including a nearly 12-hour bus trip, causing extreme exhaustion and distress to my young children. Additionally, I later confirmed that other flights were available, which indicates that the airline did not make a reasonable effort to rebook them sooner. This situation caused significant financial loss (approximately 700 and emotional distress. The travel credit offered does not adequately compensate for what happened. Resolution Sought I am requesting a full reimbursement of my out-of-pocket expenses 700 and fair compensation for the hardship caused. Travel credits are not acceptable in this situation.

Company Response

4/27/2026

To whom it may concern, We are in receipt of your email on behalf of the above-named passenger(s). However your email does not show any attachments and/or link regarding your client. So we may further review your case, please reply with the following information: Passenger information: Address Phone number Email Passenger ticket information: Confirmation number Name on ticket Ticket number Affected flight number(s) Travel date(s) Origin / Destination Brief description of the events that occurred with the passenger named above. I look forward to your reply and the information needed to process your request.

11/9/2025

RESPONSE: Complaint was not answered Amount in Dispute: $3,500.00 Amount Settled: $0.00

Customer Complaint

10/14/2025

United cancelled our flight I need to get back to my elderly father back home in Portugal.I was told that it was no flights till the next week They made me believe that i would be fully refunded for the money i paid Now they are refusing an 1/3 of the amount What should i do? Resolution Sought Get refunded for what i pay them 3500:00

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