United Airlines Corporate Office & Headquarters

Sir/Madam, I am writing about an extremely unsatisfying experience with your airline. After a 5 hour delay in Boston I finally made it to Washington DC. I was originally supposed to connect to Charlotte,NC. This flight was delayed until 12:35 in the morning due to a lack of personnel to operate the aircraft and cancelled it 10 minutes before it was scheduled to take off. I was offered a flight to Charlotte at 4:45 in the afternoon. Due to urgent plans this flight was not acceptable to me. In order to reach my destination in time, I was forced to take a flight to Columbia, SC which arrived around 3 in the morning. This is about 5 hours after I was supposed to arrive in Charlotte. From Columbia I had to take a taxi to Charlotte which took 2 and half hours and cost in excess of $200 dollars. I arrived in Charlotte at around 5 am. Clearly this is not what I paid for. To top it all off I did not receive my bag until 11 this morning. That is very close to 48 hours without my belongings. After all of this I am being told that there is no chance of a refund for this leg of my trip which was horribly botched by your airline. In no other service field could you screw up this bad and still expect the customer to pay. It is near insulting. All I am being given is $50 dollars off a future flight with your airline, which is useless to me since I will never fly your airline again after this nightmare. I would very much like my money back for this flight as it in no way, shape, or form resembles what I paid for. I will never utilize your or any other airline in your "family" and will make sure that none of my acquaintances do either. It may also be of interest for you to note that I am a contributing editor for a very large and popular family of blog websites. I am planning on writing a column about this experience that is sure to reach quite a large number of people and hopefully prevent them from wasting their money on your inferior service. As a whole I am extraordinarily disappointed and dissatisfied with your operations as well as your customer care. There is obviously no concern on your behalf about wanting repeat business. I would be surprised, with the advent of superior customer oriented airlines, if your company manages to stay in business much longer.

Wow! I can't believe what I have to go through to even get to talk to someone. By the way, if you need to talk to them about anything, choose the reservations option. When it starts asking automated questions, just say incoherent sentences. It won't understand them, and after about three tries will get you a real person, believe it or not. They don't want to lose a potential customer. Once they have your money they could care less about you though. However, all of the real people I have talked to so far are worthless. You need to ask for a supervisor. At least you will get to talk to someone. You need to be persisent. I am writing this as I am on hold waiting for the supervisor to get back to me. 10 minutes and counting. 15 minutes. Still waiting.

United Sucks. I bought three tickets from Los Angeles. One for San Francisco and two for Orlando. I tried to make a convenience change of the flight time for the same day to San Francisco and was told it would cost $150.00 plus tax to change the flight. Are you kidding me? Double the price to make a same day change four weeks in advance. I also made a mistake in a departure flight to Orlando by clicking the wrong date when booking online and did not notice the mistake until two days later. The return date was correct and I tried to correct the departure date thru customer service and was basically told my mistake not our fault you have to pay. I wanted the same flight time, on the same day with the same airline but a week earlier and was told it would cost me $180.00 to fix my mistake. That is more than the $159.00 ticket I paid for. This is ridiculous, they get to cancel my original ticket without a refund, resell the ticket at the same price or more and then charge me and charge me more for the same ticket with an inconvenience fee for having them retype a ticket. What ever happened to customer service and a reasonable service charge? I understand a policy to prevent airline loss on canceled seats on short notice, but months in advance...come on get real, changes should be able to be accommodated with a reasonable fee.

This has been the wrost time evre trying to book with United I dont feel like wasting any more of my time becasue it seems like all of our concerns are about the same. I had a credit had to pay change fees that was not my fault. I guess you live and learn. I will never use them again unless they are the last airline standing. Its very hard to get to the right people and eveyone points the finger at everyone else. I have email everyone under the son. I guess my next step wll be to my local news station , and the BBB maybe someone will here our cry. Good Luck on everyone else problems.

My boss got sick and collapsed on the way back from an overseas trip. The flight attendants immediately called for medical help and 2 doctors that were on the flight came to the rescue. They cleared a row of 4 seats so he could fully recline was able to lie down and sleep for the duration of the trip. They cleared the way for him to exit the plane first upon arrival and United had arranged for medics to meet the plane. They went beyond the call of duty and my boss is so appreciative of the care and concern he received. We are so glad he was on board an airline that cares for people.

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Hi, Back in December I got back from a trip after flying with United ofcourse. Our bags missed one of our flight so I was not able to get them as soon as we landed, instead we had them call us when it had arrived. Not a big deal, right, well that is what I thought. Since we did not receive the bags until late that night we did not unpack tham until the following day. This is when we discovered that my girlfriends bag was opened and not in the same order as the clothes had been put in there. Then the mother of all incidents on what is one of the worst things I have ever experienced was her brand new white $30 shirt had actual blood from an employee all over it and was stuffed in the very bottom of the suitcase. After, going to the airport, calling United,calling the baggage, going back and forth to airport, they finally tried to resolve by giving me a $250 voucher good for a year. I do not know where these people come from but that does not cover the fact that not only one shirt was ruined but we did not want anything to do with anything in the bag or the bag itself. I tried explaining this to everyone I spoke to and they kept bouncing me around from person to person. Then all the sudden I tried calling one day and they closed the case and all I have gotten is an automated service that will not let me through because It says the case was closed. Oh, and even better the only person I spoke to in order to try to get through to headquarters or somebody higher up that I really do not think would be happy with this situation from the beginning to now was a person in India that handles baggage services that had never flown with United airlines. Now, that is F@@#&ed up if you ask me. I still do not know what to do and I am not even sure if I want to fly with them again, therefore, the vouchers are pointless. Thank You

Dear Sir / Madam We recently visited the United States; on our return to Australia we arrived at O'Hare airport to discover our flight to LA was cancelled. We were a group of 10 and we thought we would now be stranded. We encountered one of your attendants Linda Lenton who was absolutely fantastic and managed to get us to LA via Aspen and she did all this with a great spirit and effeciency. If you had more people like Linda your reputation as an airline would be greatly enhanced. Yours Peter S Melbourne Australia

We live in San Diego. Our 13 year old daughter was at the Boston Ballet Summer School when she became ill. She was not getting proper care so my wife flew out and returned with my daughter to San Diego, where she immediately underwent surgery and was hospitalized for 2 weeks with a life-threatening illness. My wife flew back on our frequent flyer miles; we had enough for my daughter also, but instead I changed her return ticket over the phone, after determining the difference in ticket price would be $230. Comparable tickets from other airlines were available on the web at the time for ~$300. We were surprised to receive a month later a charge for a $1221 fare difference on our Credit Card. My best guess as to what happened is that the United agent in India with whom I spoke made a mistake in telling me the price. I noted in speaking with her that she seemed to be generally confused. We protested to UA as soon as we received the charge. We our daughter's hospitalization and there was no problem with UA dropping the change charge. In dispute is whether we owe the fare difference of $230 that I was quoted over the phone when I ordered the change, versus the $1221 that was charged by UA but was never authorized by myself or my wife. It is impossible to communicate with UA by phone or letter on disputed charges- it is only possible to communicate by email with someone in India who does not respond to the specifics of our situation but only sends generic emails repeating UA policy. UA apparently has no signed receipt or voice recording indicating that I authorized the charge. Strangely, I never received an email confirmation of the ticket or the charge, although I have received many other emails from UA. We have paid the disputed charge so that our credit rating is preserved. UA wins in the short term, but I will never fly United again.

I am temporarily handicapped and placed numerous calls to United Airlines reservations and customer service trying to verify how to get wheelchair assistance upon arrival at the airport. I have a walker and cant handle getting baggage to checkin. All agents answering calls are in India or Philappines and were worthless in providing any information on how to get assistance. One advised no assistance is provided until after going through security, one said get in touch with SKYCAP upon arrival, but had no idea how I would do that. Getting through to anyone in the US is impossible. Getting in touch with customer relations at corporate office is riduculous. This airline obviously isn't handicap friendly and its agents located in India and Philappines are worthless in providing any accurate information. On top of that, since they don't know the answers, they put you on hold forever to ask supervisors, who also don't know anything. I suggest United get its act together and become handicap friendly because it certainly isn't now!!!

Dear United Airlines, I am extremely upset over the “customer service” I have recently received. I was supposed to go on a trip with my boyfriend in January before I deployed. My deployment got moved up and I was unable to take the flight. Your company was gracious enough to not only hold my credit of $304.20 for one year but also waived the $150 transfer fee. I was very thankful for this, as the events were not under my control. While deployed I learned of infidelities, and needless to say, would not accept such treatment. When I was able to return from deployment I decided to take a trip, only now I am being told that I can only use $152.10 of the credit. This news is very disheartening and I do not understand the reasoning. I cannot and will not believe it is impossible to change one passenger’s name to another passenger’s name, other than because you don’t want to. Had I been going to another country and needed a visa, I would be more inclined to accept it. But this is a domestic flight. My confirmation email states, “Airline tickets are non-transferable. The name on your ticket must match the name on your government issued photo I.D. presented at time of check-in.” As this will be a completely different ticket, there is no reason why the names should not match. This appears to mean that tickets already purchased for a specific flight cannot be changed to another name, NOT that tickets from one flight cannot be changed to a completely different flight. Had my deployment been 15 months, as I have done previously, I should have been able to gift the credit amount to a friend. Your company would still receive the business and I would not have felt that I lost a large sum of money. Part of your hold message says, “Your business is important to us.” Your website, under company responsibility, says, “As a company, we realize that the actions we take and decisions we make matter. Learn about our sense of responsibility and commitment for doing what’s right.” I do not feel like my business is important to your company. By not allowing me to use the $304.20 credit, which I purchased, you are saying infidelity is ok, and I should not be entitled to the money I have already spent. By not telling me from the beginning that I would only be able to use half of the credit you are saying that it’s ok to withhold information. So I have made the reservations for my trip in April. The round trip cost was $397.30, of which I received $152.10 in credit. So my credit card was charged the additional $245.20. Had I received the full credit, as I should, I would have paid an additional $93.10. I never asked for a refund, but I’m asking for one now. There is no reason why I should not be entitled to the remainder of the credit. I look forward to your response. Julia S

United Air USED to be great. Infact the amount of money I spent with them I could've bought a really NICE car with three-pointed star on it's hood. But they've been going down-hill recently. The worst just happened when they lost my bag from Chicago to Denver and I've been lied to and mis-informed by customer service (with thick accents in the Phillippines) on each occasion that I called. It seems like the agents just tell you stuff so that you don't get on their back and pass the burden onto the next agent that picks up your call. The bag has all my suits and presentation material for my meeting in the morning and I flew in all the way from Korea just for this meeting. You don't fly from Korea to Denver if it's not an important meeting! And now my meeting is ruined... Thank you United and your incompetent baggage handlers...they probably stole my bag and it's contents...it's a nice bag too worth over $3000...and the suits are all custom made worth over another $3000 each! They'll probably end up on eBay or something... *If anyone finds a Louis Vuitton travel bag, Zegna Su Misura suits, and a H. Huntsman and Sons (Saville Row!!! = $$$$$) double breasted blazer with custom red lining on eBay let me know. P.S. You just lost a very valuable customer...and it's not just me...my entire company and family fly on United because of the stupid mileage that we have accumulated. In this age of twitter and facebook the disatisfaction of just ONE angry customer can become a very powerful thing... Heed my warning...

I booked 2 roundtrip tickets to Miami thru Expedia flying on United. A month after booking I received an email telling me my flight was changed. I needed to be in Miami by a certain hour because that was not my final destination. I was catching an international flight after arriving in Miami. Since the first change, I have received 2 more flight changes. That is 3 changes in 3 months. The last change I explained my situation that I had to be in Miami by such & such a time because of the international flight I had to catch & the change United gave me I would not be able to make my international flight. I explained my problem to United but they told me if I wanted to make the change it would cost me $150. each person even tho they made the change. After repeated phone calls & being the the line for hours & getting no where. I cancelled my reservation today & was told I would receive a credit for the full amount I paid to be used on a future United flight within a year of canceling. If & when I decide to use this "so called credit," I will then be charged an additional $150. per person for "changing" my original reservation. United changed me, I didn't make the changes but yet they want to charge me the fees. I have been on the phone with both United & Expedia for hours at a time. United has my money & I am stuck. I WILL NOT be using this so called credit because it will only cost me more money. I feel I've just lost $800. & now have to re-book another flight to Miami. I WILL NEVER FLY UNITED AGAIN & ADVISE OTHERS TO BE CAREFUL OF THEIR POLICY. They have my money & don't care about anything else. I will be writing their corporate office regarding this but doubt I will get anywhere. I feel I just lost $800. & still have to pay for 2 more round trip tickets to Miami -- another airline. I won't be surprised if United doesn't go under the way they run their business!! AWFUL AIRLINE!!!

As a retired United employee I am completely disgusted with the pay disparity between Unted's top positions and its actual workers. It is morally wrong to pour all the money to a few already rich men while slashing the pay of loyal workers. I do not understand how they got away with it--and continue to.

never fly united again they left us stranted in bakersfield ca from san francisco ca going to lax we had to rent a car in order to get home 140$ plus gas and 3.5hrs of driving very disapointed

Now that Greg Tilton has retired from his $40M+ post as United's CEO, it seems he is still doing well. According to The Street ... "Upon completion of the merger, Glen Tilton retired as president and CEO of UAL Corp. He becomes nonexecutive chairman of the merged airline, however. The regulatory filing said Tilton, in his new role, will receive "enhanced payments and benefits in recognition of the unique contributions he is expected to make and the heightened responsibilities he is expected to have in the role of chairman of UAL in light of his prior roles leading UAL. Tilton will receive a $600,000 annual cash retainer and an annual equity grant of $150,000 in restricted stock units." Frankly, I'm so disappointed with the exploitation of this airline, I hope to never hear its name again. I have 12,487 miles toward a one-way ticket at 12,500. Could pay $67 to buy 1000 miles yet USAirways will sell 2000 miles for $27.50 - i.e., twice the miles for nearly 1/3 of the cost. Could buy something via United's store at 30 miles for every $1 spent, yet alas, the miles would not accrue in my United Miles account for six weeks. SIX WEEKS from a United store vendor? Heck I can send money anywhere in the world in a matter of minutes! I don't buy anything that United says in terms of valuing its customers. It is an exploitative airlines that even exploited its own employees when it was for a time employee-owned. And can you imagine Tilton taking a $366K bonus in the same year bankrupt UA sought salary and other concessions from union workers? And here's the kicker ... a 4/9/2007 letter to Congress by Greg Davidowitch, President of the United Master Executive Council that speaks to the "obscene" salary/beneits, etc. paid to Tilton from exploiting the flying public and UA's employees to death ... (check para #2) April 9, 2007 RE: United Airlines CEO and executive compensation Dear Representative: The alarming growth in wage disparity between executives and workers in this country is in critical need of Congressional attention. I call your attention to a gross example of this disparity that is emerging at United Airlines, where I represent 17,000 Flight Attendants in the Association of Flight Attendants-CWA. United Airlines CEO Glenn Tilton received $39.7 million in 2006, including salary, bonus, incentives, perks, above-market returns on deferred compensation and the estimated value of stock options and awards granted during the year. At the same time, United Flight Attendants continue to experience life- changing wage, healthcare and work rule concessions, along with termination of their pension plan. Incredibly, Tilton’s 2006 compensation exceeded the airline’s entire annual profit of $25 million reported by United’s parent company UAL, Inc (UAL). The United CEO and senior executive compensation package outpaced other corporate executive compensation by large margins. The Corporate Library, a corporate governance watchdog group, surveyed the proxy filings of 1,000 large U.S. companies and found that overall CEO compensation in increased at a rate of 16% in 2005 and 9.29% in 2006. By comparison, UAL Securities and Exchange Commission filings show Tilton and his suite of senior executives received increases in compensation equaling 40% on a year-over-year basis, as well as bonuses throughout the company’s bankruptcy. This troubling trend continues post-bankruptcy, in addition to generous stock rewards. The Institute for Policy Studies – United for a Fair Economy, reported in 2006 that executive wages were 411 times the average pay of workers. At United, Mr. Tilton’s executive compensation is 1,000 times what a Flight Attendant earns on average at the top of the pay scale, or over 2,000 the pay of a new hire. The airline industry is expected to report record profits in 2007 after a traditionally slow first quarter. The Air Transport Association (ATA), an airline trade group, conservatively forecast industry annual profits to be $4 billion this year, and some analysts predict that the industry could top the record profits of approximately $5.4 billion set in 1999. The dedication, sweat and sacrifice of all United employees have led United Airlines on the road toward sustained profitability. Shared sacrifice must now equal shared rewards. We are insisting that United Airlines executives uphold this premise promulgated by them during the course of bankruptcy and share the financial rewards management currently enjoys. The House Financial Services Committee proposed legislation (H.R. 1257) would let shareholders register disapproval of executive pay packages without the government directly regulating pay. This legislation is a step in the right direction and we encourage you to support it. We also believe that more must be done to provide solutions for workers who are suffering at the hands of executive greed. We call on Congress to act and end the disparity that exists between worker and executive compensation. Sincerely, Greg Davidowitch, President United Master Executive Council

Absolutely, without a doubt, the worst company I've ever had to deal with. United has no idea what customer service is supposed to mean.

I have had the worst flying experience in my life and my family & friends will never fly united again. Worst customer service of any business I have ever dealt with.

Someone used my credit card to purchase a ticket on United. I have just wasted 2 hours of my life trying to get a real live talking person on the phone and still have not been able to. There is apparently no way to talk to an actual living person on the phone at United.

United Airlines Management : I am F--In mad at your way of doing business. Your voice computer and your customer service rep screwed up my ticketing for my Artist. Now she is left standing at the Forth Worth Dallas Airport and my card has a 72 hour reimberstment on it. This is BS. And I want my credit plus a $200 dollars for my artist suffering and missing that flight. I want to hear from you people asap. Taurus Young Ceo L A CITY RECORDS E-ticket receipt & travel itinerary Confirmation number: MHN9SD This e-mail address does not accommodate replies. Thank you for choosing United. Your E-Ticket® has been issued. Please review and print your itinerary and receipt. Travel itinerary Confirmation number: MHN9SD WASH/DULLES to DENVER departing Friday, October 15 UNITED 971 Depart: WASH/DULLES 6:00 AM Arrive: DENVER 7:50 AM Seat(s): NONSTOP Equip: 757 MP miles: 1452 UNITED ECONOMY In-Flight services: Meal: MEALS FOR SALE DENVER to ONTARIO CA departing Friday, October 15 UNITED 6144 * Depart: DENVER 9:21 AM Arrive: ONTARIO CA 10:34 AM Seat(s): NONSTOP Equip: CR7 MP miles: 819 UNITED ECONOMY In-Flight services: Meal: * OPERATED BY UNITED EXPRESS/SKYWEST AIRLINES PLEASE CHECK-IN AT UNITED AIRLINES E-ticket receipt Confirmation no.: MHN9SD Issued: 14 OCT 10 Number in party: 1