United Airlines Corporate Office & Headquarters

United Airlines booked my daughter on a flight from Paris, CDG to IAD (Dulles) with a connecting flight to Denver. They are using a 757-200 which CANNOT FLY THE DISTANCE OF THE FLIGHT. So, now they have declared a "fuel shortage" in Paris and will divert the flight to Boston first. That means she misses the connecting flight to Denver and might get on a flight the next day. She also paid for a ski trip with friends, which means she is missing transportation, lift tickets and lodging that she's arranged. UNITED SCHEDULED A FLIGHT THAT CANNOT FLY THE DISTANCE AND THAT IS INCREDIBLY IRRESPONSIBLE. UNITED NEEDS TO REFUND ALL CHARGES AND FINANCIAL HARDSHIPS CAUSED BY THEIR MISTAKE AND BE DISCIPLINED.

For your prompt attention and reply! Dear Customer Relations Officer and the management of United Airlines, RE: E-Ticket No. 01629742840931 - Passengager Name: Daniel Eric Ilteris and his family I feel that I must write to express my utter disappointment in flying with United Airlines this time. I thought my family and I would have a wonderful Christmas holiday this year but it has started off horribly wrong. We booked our business class flights through your airline from Singapore to Boston. The first leg of our flight, Singapore to Tokyo, was assigned to your star alliance partner ANA. Upon checking in at the counter at Changi Airport, the ANA representative, Ms Hammie (don't quite recall how to spell her name and I trust that you will able to trace at your end who was on duty that morning) asked my wife and stepson if they had their (ESTA)visas for the USA. I was unsure as the arrangements were made through our travel agent. The ANA representative told me she would check. A few minutes later she informed me that yes they had visas and she issued all our boarding-pass for the three of us from Singapore-Tokyo-Chicago-Boston. Our flight to Tokyo was late on arrival. We did not have much time to make it to our next gate. Upon checking in at the gate, we were told that my wife and stepson did not have (ESTA) visas and were not allowed to board the plane to the USA. I was flabbergasted. Needless to say we missed our flight to Chicago. How could your star alliance partner tell us we had (ESTA) visas and issue our tickets to the USA and then the United gate agent in Tokyo tell us "NO". Your star alliance partner in Singapore lied to my face. If the gate agent at Changi airport told us the truth and did her job properly, we would have had more than sufficient time to go online and get the (ESTA) visas in order. But due to her negligence and blunt lies to me we were not able to do it in time at the Tokyo (Narita) Airport. Your Tokyo staff were very helpful in assisting us in making alternative flight arrangements, Tokyo-Honolulu-San Francisco-Boston. Your gate agents in Tokyo informed us that there were no more business class seats available on the the USA legs of our trip. We were disappointed but what to do right? We got on the flight to Honolulu. Upon arrival in San Francisco, we checked our email and our travel agent had managed to make a reservation (the booking reference/Amadeus ref. no. was UA/NQGMPF/2FQHRD) from Honolulu to Newark Airport on "business class" and not "economy". Needless to say we were disappointed that we were not put on that flight. I have a bad left leg which requires several pain medications and I specifically booked business class tickets for this trip to ease the pain. But all things said, I just wanted to get home to Boston to see my family for the holidays. Then we received another shock, my wife's luggage went missing. It did not make it to Boston and was lost. We filed the baggage delayed/missing report at Logan Airport. After several days, we finally received a call that the lost baggage will be delivered to the our home between 1000-1400 on the 8th of December. Once again things did not go as they were supposed too. In fact it went horribly wrong. The delivery agent (Deputy Delivery Company) engaged by United Airlines caused me to be extremely disgusted by the services rendered and has caused the utmost embarrassment to me. It is bad enough United Airlines delayed my arrival home and lost my baggage for several days but for your baggage delivery representative to call the police is beyond reproach. It was explained to me at Logan Airport that upon delivery of my lost bag that I would get a delivery report. This is required for my private travel insurance claim. Well after several days without my bag it was finally delivered today at 1425hr. I told the delivery woman that I needed to make copies of the QUICKLY TAG for my insurance. I admit that I had problems starting my computer. This is because I use my work computer and it has data encryption which means that it takes 15min plus to start. Your delivery woman became extremely insulting and combative towards me. She said she was leaving with my bag if I do not give her back both the PASSENGER COPY and the DELIVERY INVOICE COPY. I told her that if I can wait several days for my bag she can wait a little bit until I copy the DELIVERY INVOICE COPY document that had my signature. She refused to wait, insulting me and becoming extremely belligerent. She then called the police who arrived at my house embarrassing me in front of my family. I immediately called the 1800 number to speak with a customer representative to determine what was the proper procedure. I spoke to Mr. Kihito who told me in front of the police officer that I am to get the original PASSENGER COPY of the QUICKLY TAG. However, the police officer could not make the delivery person give it to me. The end result is I had to pass back the QUICKLY TAG - PASSENGER COPY as well. Only then would your delivery woman release my bag and the police would leave my house. She refused to leave my bag until she had both copies. What is the point of having a document titled PASSENGER COPY if your employees/contractors refuse to give it to your passengers? United Airlines provides a service. This time it went horrible wrong for this passenger and his family. I expect the delivery woman to be fired from her job as she has significantly damaged your airlines reputation. I would also expect a refund for the segment of flights that were booked for business class. I do not see the need to pay business class fare for three persons and fly economy class seats. I hope you can take this matter seriously and investigate what went wrong so that you can make it right for this passenger and his family. Looking forward to your response. Yours faithfully Daniel Eric Ilteris Singapore Cell No. +65 9889 7718

I used to be a frequent flier on United and now I remember whay i am not any longer. Their service must be really bad since they refuse to actually let you speak to a live human being and refuse to provide you with a phone number that does anything but continue to route you to the website. While traveling with a group of five, United lost all five of our bags, one for each of us. We were "authorized" to purchase whatever we needed for the next day. given the nature of our business in Chicago, that meant nearly $2300 in clothes and supplies. All of it on my personl credit card. All I want to know is when it is going to be reimbursed but I can't get to the right department and no one returns emails.

The process to actually find your luggage and get it to the right place once lost is way too time consuming and ineffective. My luggage got lost on my last business trip and it took forever on the phone to get the situation fixed and my luggage returned to me. In addition, you ripped me off, shorting me on expenses I incurred due to the fact that your airline lost bag. I would like a complete refund!

I was scheduled on United flights 5818 / 793 to return from Pittsburgh to Los Angeles on November 4 departing Pittsburg at 1:33 and arriving LA at 5:37 PM. On November 3, I called United to change flights so that I could arrive earlier in Los Angeles. I was charged $150 for making the change to flights CO 4078 / CO 1008 which was scheduled to arrive LA at 4:00 PM. When I arrived at Pittsburgh airport on November 4, I was informed by the gate agent that flight CO 4078 was already delayed and that I would miss my connection in Houston. Then, I was rebooked on flight CO 1653 which finally got me back to Los Angeles at 5:17PM. This was almost the same time that my original flight was scheduled to arrive. I want a refund of the $150 charge to my credit card for changing flights. The flight delay on CO 4078 totally defeated the purpose of making the change in the first place and ended up being a waste of money because of your flight delays. Furthermore, I feel that the change fees are far in excess of what it actually costs the airline to make a 5-minute change in the computer. And the Continental flight was another step down because there is no economy plus seating and I couldn’t even watch TV without paying a $5.99 charge. I am totally dissatisfied and want the change fee refunded.

My wife a Soldier in the US ARMY recently used air miles to upgrade from coach to business class for her redeployment flight home from Afghanistan, Flight 981 from Kuwait to Dulles on 17 October 2011. She used the miles so she could get a better seat to sleep in on the 14 hr flight. Her seat was broken, when she asked to have her seat moved she was told no because the seats that were not broken were saved for flight crew. When she contacted United Customer Service they were unsympathetic and not at all in tuned to the customer service perception of leaving a premier exec customer in a broken seat. They also were not willing to refund the 25K miles it cost for the upgrade telling her first she could have 3 then 9K but beyond that United would no longer talk to her. They told her she got more out of a business class upgrade than a broken seat. Can you believe that an airline would put its crew member in a functioning seat before a paying customer? And, can you believe that they would do this knowing the person in the broken seat was a Soldier redeploying from a combat zone? Go further, can you believe that the training and leadership at United is so disconnected as to not step in, apologize for the flight crews mistake, and offer a refund of miles to a long standing customer who moves between 1K and premier Exec? My wife looks forward to and opportunity to talk leadership with Mr Jeff Smisek. Ray 703-231-8417

To whom it may concern, I am extremely unhappy about the amount of reimbursement for my extra expenses incurred when United Airlines delayed the arrival of my baggage on a recent business trip. I am a frequent flier, however I do not usually travel on United Airlines. On August 1st I flew on United Airlines from Boise, ID to Omaha, NE, with a layover in Denver, CO. I made it to Omaha, but my baggage was delayed in Denver for 24 hours, which I was informed meant it missed three flights before making it onto a third. It was also reported my baggage was in Denver and was not, nor had it ever been lost. On the date in questions due to extreme heat United Airlines was asking if anyone would be willing to delay their travel in exchange for a $400 travel voucher. The request was related to high heat, which caused a weight reduction on the aircraft. I have suspicions my baggage was delayed in Denver intentionally to accommodate the weight restriction. When I arrived in Omaha I had dinner with a client on the evening of August 1, and business meetings the following morning. I had no makeup or appropriate clothing or shoes. I spoke with United Airline’s claims department and received preauthorization for $200 in expenses related to my delayed baggage. My total expenses directly related to my delayed baggage was $264.64. Last week I received a reimbursement check from United Airlines for only $100.00. This is completely unacceptable. I had no need to purchase any of these items if my baggage had arrived on time. Regardless of the continued use of the items purchased, I would not have had these expenses if United had performed as expected. Additionally, Many of the items purchased where selected at the lowest cost, and are not items I would have selected were I shopping for myself. I controlled my expenses as much as possible, considering my $500.00 suits and $400 worth of makeup.. not to mention shoes, hair products, etc. were located in Denver. I am simply asking to be reimbursed for the loss I experienced as a direct result of United Airlines negligence. I expect a second check to be issues to me in the amount of $164.64. Additionally, I have retained the United Airlines delayed baggage claim ticket attached to my bag. Upon receipt of my bag, I found a handwritten note on the back of the claim ticket which says, “Here’s your f-ing bag.” I am appalled at the professionalism at United Airlines. Please provide remedy to this situation immediately. Sincerely, Camille S. McClelland

Dear United, Customer service with United Airlines leaves a lot to be desired. In addition the apology e-certificates one receives when United cancels flights are a joke and possibly a fraud. My flights for both my wife and I were cancelled July 15, 2011 from Tampa to Chicago. I eceived a standard apology letter with a choice of two offers. We chose the 20% off e-certificate for a future flight. With the e-certificate were a set of "terms and conditions". I tried to book flights for us using the online system and with 3 attempts I kept receiving the message that these e-certificates would not apply to the flights chosen. I called and talked to a rep for 36 minutes who could not understand why the system was refusing my e-certs and then she totally cut me off. I called back and asked for a supervisor, after waiting for 23 minutes to reach one, he also could not explain why the e-certificates would not work. I sent an email complaint and over two weeks later received a reply. The reason the rep gave was a quote from "terms and conditions", HOWEVER, she quoted a totally DIFFERENT set of "terms and conditions" than what I had received. I sent her MY "terms and conditions" which stated that my flights were eligible and I have heard nothing from this rep since. The possible fraud is that United is using two sets of "terms and conditions": one for the customer and another, more restrictive one, for booking. All I ask for is an apology and an acknowledgement that United was in error, either is sending me the wrong "terms and conditions" or in denying my booking.

The absolute worst flying experience ever! Other airlines flights are delayed, miss connections, lose or damage baggage, fail to compensate for meals, etc.; but none do it with such uncaring rudeness, impossibility to contact anyone to resolve problems, or outright delight in people's misery. Where do they find such incompetent employees and who is training them in customer relations--Charlie Sheen?

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My name is Busigye Patricia ,i will be travelling from Chicago to Entebbe Uganda on the 12th October my booking ref no is XBFH2U TICKET NUMBER7:2 4 2104 578 80 ,my question is if i have a hand bag and a small suitcase will i be allowed to board with them as hand Luggage my email is hbaru_2001@yahoo.com

It is hard to believe that an airline would ONLY have contact with customers through online communications when many senior citizens (who can afford to fly) do not do computers! Not only is United the worst in customer service but are making Continental customers feel like second class citizens.

I will never fly United again, they don't care about thier passengers. I'm tired of having to deal with India and the Phillipines. I purchased my ticket using US dollars, I expect to speak with someone in the US. It would appear that United with all the money have receive from passenges and the US govn't would be able to hire people in the US, not other countries. Bye Bye United

United lost my suggage on my trip to Russia and lost it again on the return flight. I have written a letter and laso sent an email with NO response. Could someone please call me? 618 457 8419

I recently traveled on United from Eugene to San Francisco w/my family. We were trying to go standby for an earlier flight which was sold out so not likely we'd get on. We were told by the counter clerk and the gate clerk that IF we did not get on the flight we would NOT be charged the $75 ea. standby fee. It even says it in black and white on United web that you will not be charged if you do not successfully get on the flight! So when we did not get on and got home to see a $225 charge (for 3 of us) we were very upset. After making 3 calls and being disconnected twice. After sending emails to customer refunds and being denied for an issue that is 100% united error I am at my breaking point. And the web sight says they have the best customer service. If this is the best it's the last time I'll be using this a/line. After a month now I'm still trying to get this problem solved???

There is no customer service and it is much worse since the merger with Continental airlines. We recently completed a trip from Buffalo, NY to Anchorage, Ak. They lost our luggage and United blamed Continental who blamed United..finally, two days later, our luggage showed up but was sent to the wrong hotel..now they have so convienently "lost" all our paperwork for reimbursement...and I am out $800 in costs to replace our clothes/etc...I will NEVER willingly fly them again.

To United, My name is Stacy Gaudio, I never flew on a plane before and thought the expirenece would be one i would never forget, unfortunatley it was for all the wrong reasons.I flew out June 8 2011, a Thursday out of Buffalo NY. I then brought a upgrade seat for $45 dollars, for what 5 more inches of leg room? Then I checked my bag for $25 dollars. My layover was in DC Dullers. On the layover there wasn't even a pilot to fly the plane and we had to wait a few hours. We then got on the plane and couldn't even take off due to a lame excuse on the weather and we waited 3 in half hours REALLY?? Well then i had a one stop layover in Huston Texas which was about 10 or 15 mins they made me get off the plane and board again. We then flew to Denver airport which was my final destination. I went to the bagagae claim to get my bag and it wasnt there!!! They took my bag off in Huston and never checked my bag back in. Not to mention I was'nt even done with my trip I still had a 4 1/2 hour car ride to Wyoming. Not to mention I flew out for my husband didnt see him for three months. Had to go shopping at Wal mart to buy brand new stuff which should have never happened it was expensive and time consuming.I had everything in my suitcase so this was an unneccesary trip. My bag sat in Huston as I sat there calling United airlines and having my famliy and friends keep checking up on it. It finally arrived on Sunday June 11 2011. The representatives who work for United are very rude and not understanding what so ever. Well not to mention I left Thurs June 16,2011 flew out of Denver Checked my bag again $25 dollars and got sick on the plane. This time my layover was in new Jersery again 10-15 min layover. Got on to my next plane again I was heading to Buffalo NY airport. Got off the plane and again no suitcase YOU GOT TO BE KIDDING ME !!! Went over to the lady and she tryed to give me another person bag telling me this "is your bag " . Then told me my bag should be in the next plane and to wait. But my trip wasnt done again I was going to Rochester NY and my bag would come to my house (she told me). So I went home and waited and waited and waited some more till the phone rang and it was another lady asking me if I got my bag " NO" I told her!! Later that night i got a phone call from Wymoning telling me they have my bag!!! Again it never arrived at the airport. So they sent it back to Buffalo a few days later and I got a phone call saying, You can pick up your bag in Buffalo. First of all your guys where going to bring me my bag. Next day I called this would be that Monday June 20 2011. They cant bring me my back and they sent it on another plane back to New Jersery and it was going to come into Rochester Ny airpor, after it went to Jersey, why the hell was it ever in Jersey?. Then I recieved a phone call Thursday saying they can bring me my bag to work. Fine I told them bring it and my bag was all broken and bent out of shape. I am writing this letter beacuse this still makes me mad and ill never fly Untied again. The service sucks the people dont care about their customers and im telling everyone i know and dont know that this is the worst airline ever.

We recently flew United and had the worst experience ever. Prior to leaving on vacation (with our 4 children)I made sure the seat assignments were in order so that we were all seated together. When we logged in the day before to check in we were unable to complete it online. We got to the airport early to get checked in and were told we didnt have seat assignments and the lady at the ticket counter was really nice and made sure the person at the gate knew we needed priority to sit together. The flight was overbooked and then it had mechanical issues. We were told we could catch the flight to O'Hare (we would miss out connection) and they would put us up or we could be put on a flight the next day. We decided to stay the extra day (finding a hotel to sleep 6 is next to impossible and we didnt want to subjec the kids to that) When we completed the survey post messup they were so kind as to offer is a $25 travel voucher (seriously). And now we can't get thru to a human being. This tells me they know they are going to get complaints and dont want to deal with them. I work in the retail industry and I dont care how big you are If you have crap service it will affect your business. I will NEVER fly United again

My college-age adult daughter had a terrible experience with United on 7/31/11, on what was to be her first day of a short (3-day) visit to relatives of mine whom she had never met, and whom I hadn't seen in decades. These were my elderly aunt, widowed last year and now living with my cousin and his wife and their two young adult children, in a small, picturesque rural town west of Portland, OR. My daughter and I booked our flights while on the phone with one another, to meet up in SFO (I was coming up from LAX and she was coming down from Arcata, near Eureka, CA), and take flight 464 together from San Fran. to Portland (we would be returning on separate days, with me taking a non-stop back; all that worked out fine). Well - while I made my connections (my outbound was 45 min. delayed, but then so was my connector flight, so I lucked out!) - all heck broke loose for her. In this totally frustrating process, she lost 12 hours of time and the whole nightmare ruined most of the day for her, myself, and somewhat for my cousin even tho' he is a real "trouper." She was calling repeatedly, crying and carrying on. Sure, a little adversity can be good for a 20-yr.-old - but Arcata is only a little over 400 miles from Portland, and the fact that it took 16 hours is ridiculous, as she could've driven there in less than half that time!!... To recap: a) Her outbound at 8:50 or so, was cancelled. The new flight was not until 6:15 PM, inconveniencing her boyfriend who had to make two trips to and from the Arcata/Eureka Airport, the 2nd one causing him to have to rearrange his work hours that day! Then, b) that flight was delayed by 1-1/4 hours; and THEN, c) the connector flight was ON TIME - it did NOT wait - so she missed that!! She was so distraught, and it disrupted the entire day. Finally, she was put on the LAST flight out - at 10:50 PM. She landed in PDX at approx. 12:30 AM on August 1st. This is criminal! My cousin and I had to make a 2nd trip to PDX, very late at night - and meanwhile, my daughter did not get to meet my cousin's son's girlfriend, who was leaving very early on 8/1 to fly back to Orange County, CA. My daughter also didn't get to have the nice family dinner we all had on 7/31 evening, with my dear old aunt and my cousin's whole family, because she was still making her way to SFO whereas she should have gotten to Portland when I did, which was at ~1:15 PM!! I am writing a complaint letter to United - their site doesn't reveal their address, either, which is bad news in my opinion. But I got it by searching on local.yahoo.com - United Airlines, Chicago, IL (I found out thru' "Investor Relations" that they were based in Chicago, but they don't reveal the actual address). I will INSIST on a voucher for a round trip, Arcata/Eureka to LAX and return - they had BETTER! She could sure use it!! I will not let a terrible experience like this go!! SHAME on United - they cut off 33% of my daughter's very special 3-day trip to see meaningful relatives. We packed a lot of sightseeing into 2 days - but this was sooo unfair and wrong of United. I will seek to fly other airlines in the future, despite UA's having in-flight entertainment rather than Alaska's "GoGo" which requires the use of a smart phone and costs $4.95 to boot!

After reading all these comments and experiencing major headaches with United myself...I think it's time to move to another Airline. Think I might try Delta to see how they fair. United first class to hawaii on the 767 is hideous. No leg room and seats that are truly uncomfortable, it might as well be an economy cabin. Delta has a A330 from Minneapolis to HNL with lie flat seats in first class. I might even try American as soon as they get their new planes and finally dump those nasty MD80's which I avoided all these years. Don't be loyal to any airline. Trick is to find the best airline with the best type aircraft that have the comfort you enjoy for the route you want to fly. It has become nothing more than a shell game now so do your homework online and find the flight that suits your needs. Airlines are only in it for the buck. There are a few airlines with routes that treat you well with nice comfortable seats and nice aircraft but you have to find them.