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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:
$27,993.00

Total Amount Settled:
$0.00

Complaint Experience

12%

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 most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

26 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
2	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
22	Unanswered

26 complaints against United Airlines

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4/14/2024

RESPONSE: Complaint was not answered Amount in Dispute: $300.00 Amount Settled: $0.00

Customer Complaint

3/19/2024

On 12, Jan. 2024, I boarded united flight 200, psgr ticket, 0168078199806, I'm on dod orders, allowed two checked bags 50lbs or less for free, one of my bags was 9 lbs over, and the other was like 40 pounds, I was told to switch weight to other bag, which I could not do because other bag was smaller and already full, coming back home for six months deployment on a naval vessel. I have flying for over 8 years and this has never happened to me, usually the charge is 100 dlrs. I just think 300 dlrs for 9lbs overweight is outrages and basically its robbery, and the agent just calculated wrong, from what I saw she added a 3rd bag. I would at least try to dispute the 200 dr charge. Resolution Sought Would like to dispute, 200 dlr charge and refund,or all charges 300 dlrs, for the un-courtesy and un-professionalism of united agent.

2/25/2024

RESPONSE: Complaint was not answered Amount in Dispute: $1,200.00 Amount Settled: $0.00

Customer Complaint

1/30/2024

Called United 8 pm on 1/5/24 do to being in the hospital for congestive heart failure where I had stayed several days . Customer service stated they would cancel my flight 0162336420619 all but 99$. Stated once I sent over a doc note a 99$ would then be credited. Neither occurred it is 1/25/24. My son's flights back from LAX back to Cleve with no reschedule to attempt to refund. Flight FHLKLZ &BQC3KF. Called 1/13 1 hr 36 min. 1/25 for 20 min. 1/25 again 1 hr 6 min. I can not get help. Run around lies, excuses. I just want what I am entitled for doing things as directed and following policy. Resolution Sought Now that I have spent this much time on something I feel should of been handled at the time of their changes, and no management follow up or help, I be given a full reimbursement of everything spent at United . All money returned for the stress on my heart in congestive heart failure at 25 function. I canceled my flight in time with doctors notes. They canceled the other flights leaving my kids stranded in LAX airport with no solution!

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