United Airlines Corporate Office & Headquarters

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On March 31, 2012, I booked Six (6) United airline flights from Newark to Tampa (Dates of travel: June 15 through June 30) all seats where chosen during reservation. To my dismay, upon checking my reservation on May 17; I came across the disturbing update (NOTE: without notification via email, call nor mail) that the due to change of plane our seats were changed to: Seats 34 A, B, C (with no seats for three of my passengers). Reasons for my frustration: Two of the currently unassigned seat passengers are minors (age 13) both with severe food allergies, one asthmatic (which acts up when placed in uncomfortable situation. Immediately upon noticing the lack of seats I placed a call to the airline and these were the options provided to me). Place my husband and sons in an emergency row exit (which is against FAA regulations – thank Goodness I work for an insurance company that I know this; odd that your airline agents are not knowledgeable with information that causes United to be out of compliance). Pay additional for non-emergency seats (Seriously, does this cause you to laugh – being that UA caused the error, didn’t notify me and now I am patiently trying to resolve a massive issue).o Or, wait to my departure date of 6/15/12 to “see if seats open up, but could not guarantee that children could be with their parents”. Again, please refer to first bullet in reasons for my frustration – Airline is asking me to travel during heavy traveling season and “wait” to see if my husband and children will even have a seat on this flight, inconvenience our traveling time causing us to arrive at least an extra hour and half earlier to address YOUR airline issue, risk one of my young sons to go into asthmatic distress. I have to take time from my busy work schedule to address this matter in addition, to conduct the responsibility of a United Airline employee. As a Continental traveler, I never had an issue – especially of this magnitude. I hope to receive a quick response to this email. Had I not been a diligent and cautious traveler; June 30, 2012 would be a nightmare for me and my family (medically, mentally and emotionally). I ask that someone confirms seating for the three unassigned passenger in rows that are within compliance. Their Commitment to Customers clearly states "We work hard to get you to your destination on time, as scheduled. There may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. When this happens we will make available the most current, accurate information about your flight’s status that we have. This includes providing information about a change in the status of a flight to, from or within the United States within 30 minutes after becoming aware of a flight cancellation, a flight delay of 30 minutes or more in the planned operation of a flight or a flight diversion. We may use one or more of several ways to communicate this information, such as: providing information in the boarding gate area of a flight, on airport flight status display boards, upon request via phone with United Reservations, in flight status updates on united.com and, for our subscribed customers, voice and email alerts". this is absolutely false as I have yet to hear from anyone at United. My children's seats are now scattered about the plane. I pray the flight crew is knowledgable in the event of anaphylactic shock or asthmatic distress should this arise during our flight. If not, I will be the next CEO of United.

My wife and I took my son to the airport for his trip to his next duty station. United Airlines was the carrier. When my son got there they told him they would only allow him 3 free bags to check and the rest would cost him $100.00 per bag! I explained to them he was traveling on orders, the guy said "makes no difference, it will be $100.00" Not only was this cost way out of line, but the clerk behind the desk was rude. I am a former combat Marine who served in Vietnam so I realize and know first hand what these military people go thru day after day and how little they are paid for what they do, including writing a blank check to the US government up to and including their life and United Airlines wants to charge them $100.00 per bag after the first 3? I not only find this outrageous, but it's down right greedy and disrespectful to the men and women who serve our country. How can United square this in their minds and feel good about it? If our elected officials want to make laws and pass mandates why don't they mandate that these military people flying on orders be allowed to check their bags free? My God have they not or will they not have given enough to this country and all who live here and do business here? Do we need to charge them for bags on an airline? These brave men and women do our bidding for us and some do not come back, some come back never to be whole again and this is how United Airlines treat them? And BTW, he had to fly United, it was not an option. I do know on American they get 5 free bags. I realize this is not front page news, but it's wrong, plain and simple, wrong. Thanks for listening. Regards Tom Gainer 806-367-0707

June 13, 2012 I attempted to fill out Refund Request online many times. Message came back: "!We are unable to validate your City/Town in the State/Province indicated. Please verify and re-submit." My mailing address is in Hagatna, Guam. Request did not go through after numerous attempts. Then I went online "Dear Alex" which proved to be of no help. Alex kept referring me to go to different sites for help. If I may suggest, speaking to a person via phone and not to Alex would be most beneficial and less cumbersome. Since April 6, 2012 I have been trying to get a response as to the delay in my flight so I had to reroute to another flight (through no fault of mine). My husband and I booked first class and because of the delay in flight, we had to travel Coach back home. Could you please allow United Airlines office on Guam located at Century Plaza ability to assist customers and not rely on Alex which is a waste of time when it does not help. Thank you for allowing me to voice my concern.

The trip flying to Las Vegas was fine. However, the retuning flight was a nightmare because United exchanged our tickets on the going and returning flight. This transaction prevented U.S. airways in Las Vegas from issuing our coupons. We arrived at the airport on time but missed our flight because we had to spend 4 hours dealing with this situation due to United mistake. The attendant at US Airways,helped us pin point the problem, after several long extensive calls to United and Price line. Com; United finally realized their mistake. During this whole ordeal my traveling companion became ill and had to be wheel chaired to the boarding gate. I spoke with United's, service directory J. Teano about the whole fiasco and asked for compensation. He advised us to go on United's web page and explain the entire situation. I sincerely hope this never happens to anyone else. We were devastated and afraid because we did not understand why US Airways were not issuing our tickets that we paid for. Especially, after our initial conversation with price line.com stating there was nothing they could do because it's showing on their records that the tickets had been exchanged. Had it not been for US Airways attendant taking the time out to research and find out what happened I don't know what we would have done because we were out of money and we could not charge a new ticket.

Never fly United again. Their way of handling customers is opposite of care. Their online form is ridiculous and their refusal to actually talk to customers is anything but. i bought 9 r/t tickets to cancun for my family, and one was hospitalized the am of the flight. Despite changing and paying change charge, his return seat was booked, and in order to get him down there I had to pay nearly $1000.00 for a one way return on a different carrier. Going round and round with online is nuts. Won't fly with them again. They need a lot of training.

Worst flight ever. Rude, imcompetent, flight attendants and employees. Dirty plane. No one to answer questions and a do not care about attidude. Worst airline I have ever flown and it will certainly be the last time they get my business. Have sent receipts for a few items which I had to purchase do to loosing luggage. Let's see how long it will be before I receive refund. United, How do you stay in business???

On 5/3/12 I had the worst flight experience ever going from Newark International Airport to Atlanta.  For starters, I arrived to the airport at about 12:15pm for my flight which was due to depart at 2:30pm. I get to the check-in counter and received my ticker. I then get all the way to security checkpoint, only to find out my flight had been cancelled. The gate agent informed me that I had to go back to the check-in agent and find out why, and what could be done. (Keep in mind I was told if any changes I would be notified thru United) that didn’t happen. So now I have no flight. The agent then proceeded to tell me they had no flights at the time that they could confirm me on, and that she can put me on standby for the next available flight which was at 3:19pm, which the chances of me getting on was slim to none.  Mind ou I was to report to work in Atlanta at 7pm that day. Needless to say that didn’t happen either. So as I agreed to try the standby option, because the next flight they could confirm me on wasn’t until 8:15 pm, I was told it was a direct flight. Until I looked at the ticker and saw the flight times were 3:19 pm arriving in Atlanta at 8:57pm.  I knew that couldn’t be right. So I proceeded to go back to the agent and ask questions, only to find out that the flight I was given was a double connection flight, with a layover in Washington, D.C. and Cleveland, before I would even reach Atlanta. None of which I agreed to because I was never informed of it.  So after speaking with customer service, and several other agents, no one seemed to be able to rectify the situation. Needless to say I was stuck with just taking chanced with those flight arrangements. So I heard the board at 3:25 going from Newark to Washington, D.C. for the first connecting flight. I arrive in D.C, get off the plane and proceed to the gate as to which the next flight to Cleveland was due to depart from, Gate 10. To my disappointment I get to the gate and talk with an agent so I can board, and they didn’t even have a flight in the system for me to get to Cleveland. Only to D.C, so you can understand how mad and frustrated I am to find I am now stuck in D.C. with no flight out. After taking a moment to calm down, because by this moment I was irate, I was able to talk to an agent and he said the best he could do for me was to fly me BACK to Newark and talk to them and see what they could do about me getting to Atlanta, which I already knew the answer to that because that’s how I ended up in D.C. But to avoid getting stuck in D.C I took the flight back to Newark. By this time, its 7:20pm and I ended up having to call out of work, and still had no flight to get to Atlanta. So again I go back to customer service, and explain my situation and what all had transpired, and how it is that I ended up right back in Newark Airport, all for her to tell me there was nothing she could do, other than put me on standby for the last flight out at 10:15pm. Keep in mind during this process, I has also received a confirmed seat earlier, and had already gotten my ticket, which can be faxed if needed.  When I presented the ticket to the agent she scanned it and asked me to step to the side she will be right with me. As I stand there and wait, they proceed to board the plane and allow all passengers to board, EXECPT for myself.  At this point I am livid!  Meanwhile no one bothers to explain to me that the flight was booked, they just moved me to the last possible flight, and told me they apologized. So even after having a confirmed flight, I still could not fly out. Finally after fighting with anyone who would listen to me, they gave me the last seat available, on the last flight out. Needless to say I did not reach Atlanta til about 1am the following morning 5/4/12. After all the hassle and losses I took, I get back and I am then charged an extra day for parking, because I spent the whole day trying to get back to Atlanta. Had I arrived when I was suppose to I could’ve avoided the extra charge. So in closing, this was the worst experience I have ever had with an airline.  

I agree with Sheila. United is the worst airline I've ever dealt with. First, when they merged with Continental, they cancelled my Co flight from Newark to Albany without emailing me of the change. They did call my cell but since I was in Europe, I didn't get the message. They booked me on a flight that was 1/2 hour after I landed in Newark, which of course I missed. Instead of waiting 6 hours in Newark, I took the train back to Albany. I called to use the unused ticket on a subsequent United flight to Dulles on June 10. I was also flying United to Chicago June 1. I received a confirmation email for that flight, but when I arrived at Albany Airport, they said I wasn't on the flight. It turns out that the agent who was supposed to use the money for the Newark to Albany flight for the flight to Dulles instead used the flight to Chicago, cancelling my reservation. The woman at the desk in Albany was rude, and only one person seemed to know how to do anything (like issue a stand-by boarding pass). What a bunch of clowns.

My estimated wait time is 19 minutes...I am on wait now. The last 3 times I've called United I get India ( the worst ), Manila, Phillipines ( better ) but neither knew as much about how to do what I wanted , as I know . That is Pathetic !!! Each time I had to tell them that I always get a window seat and they said I could not have a window seat...although they are available on line. Now the line has nothing ....silence... Their service is awful since United took over. They screwed me on a trip to San Juan PR that I bot with miles 9 months in advance. They called and told me that flight on that day was canceled and so I told them I could go any day , since they canceled that flight . They said they had a flight the day earlier and I said fine . Then they told me that I would have to pay MORE MILEs. I told them that I booked it in advance to get the best rate and the fact that they changed their routes that they should honor my booking. OHHHHhhhh no. So I said well I can buy the tickets I guess , how much. $ 1000. OK just put the miles back in my miles account. " That will be $ 150 for each ticket or $ 300 ". I said , " You are out of your mind." Then they offered to send me to Washington Dullas from IAH Houston to SAn Juan . I said NO. I want to fly direct and that is why I booked early . Finally, I got a supervisor that said " Ok if you buy the tickets $ 1000 then I'll put the miles back in for free." Great but that added $ 1000 to our trip cost. Not peanuts. Then, after a cruise trip to Europe....I was flying home on miles + tax with our Presidential $ 396 Continental card which gives us free bags....but Lufansa ( their sister partner) charged me for the bag for 3 legs, Rome to Frankfurt, then United flight Frankfurt to Newark , and then Newark to Houston. I have not been able to contact anyone to help me regarding this. It is only about $60 EUROS or 1.35 X 60 dollars but if I pay $ 395 for a card then I do want someone to honor the perks . And when I make purchases on my card and have miles and book miles I want United to HONOR the miles . ( I'M still ON HOLD ) My name is Patricia Hazlewood and my phone is 409 356-7066 and someone there will know where I am in the world and where I can be reached. LEAVE a MESSAGE and I will return the call. We travel alot and I will be thrilled with Southwest Airlines gets Hobby Airport in Houston . Will someone at United contact me. We will see. ( OH I'm still on hold . )

I have been trying to reach united repeatedly today to process a refund for a death. To add insult to injury, they are charging $50 processing fee. and no one can actually help me. Fly Jet Blue. They are much better at customer care!

I flew from Sydney Australia to New York on 5/3/2012 and returned on 5/25/2012. I will never fly with UA again. I missed my connection in \LA after running to the terminal and was told that I could not board the flight although the plane was sitting there. I left my coat on the Sydney LA flight and although I gave a very detailed description it has not been returned although I was informed by an employee that 90% of items are returned to the owner. On my return I arrived at the airport to be told that my flight had been cancelled - prior to this had to deal with a very rude member of staff. Had to wait 45 minutes for transport back to NYC where I stayed at my own expense. I joined a flight the following day - when I boarded the flight in LA we were delayed nearly 3hrs because the aircon system would not work. It was extremely hot in the plane and we were not offered any kind of food or even information as to what was happening. Some members of the flight crew were quite offhand. Overall it was a terrible experience.

Our United flight was delayed on the tarmac for one and a half hours in LaGuardia and thus we missed our connecting flight for Grand Rapids, MI by about fifteen minutes. I waited in line for two Customer Service agents to attend to about fifteen of us. It took one and a half hours and then was told that there were no other flights out that day available. I got a flight out the next morning but had to pay for a hotel and dinner. The "voucher" they gave me was worth nothing. The online price for the room was cheaper than the voucher. We were told it was "weather related" but I checked the weather for the whole country that day and there were no weather problems all over the country. I will always try to get any other airline but United in the future. And another thing: our flight on United was two hours late on our initial flight to Cleveland from Grand Rapids, causing us to miss our connection to LaGuardia. We were given tickets for an American flight...but still arrived over an hour late.

It does seem quite sad, when the ticket agents of United know that the airline they work for allows rude and obnoxious behavior toward their customers. It is as if they dare you to complain and then try to stare you down when you do. How very sad when a company allows itself to implode on its self and worst when they take their customers with them. They are the Worst of the Worst......

I have flown United for many year and have 850,000 miles with them. Their service deteriorated beyond belief and to get someone to return a call or email is non-existent. In fact I have tried for 2 years and sent over 35 emails including to their corporate. Try a phone call to customer service that is a joke. You wait 20 - 30 minutes on average and when you ask to escalate the call they refuse to give you name or numbers and say it is them or no one. Actually no one would be better. Maybe someday I will get a call I am trying again today by the way that email is rdhinely@msn.com

On May 14,2012 I checked in early for my 2:30pm nonstop flight from Chicago (O'Hare)to Roanoke, VA. The flight was delayed until 4:30pm. When I finally arrived in Roanoke at 7:00pm, I found that my one piece of luggage went to Boston. The United rep put in the claim. By the time my baggage arrived in Roanoke the next morning, I had already left for my home in New Jersey. The contractor, (not United itself) used to deliver lost luggage was very good, and my bag was delivered to me by that evening. All that was good service, and the only reason I gave 2 stars instead of one. I then went online to file the claim for the $25 I had paid for the checked bag. I got an automated response saying my claim had been received. Then, I got an email saying more info was needed for my claim. However, the name and claim number given on the email weren't mine. A telephone number given on the email is for the reservation department. The rep said that no refund claims are handled over the phone. I finally found an address for baggage refunds. I am now in the process of writing a letter and attaching all paperwork. I am also going to send a copy of everything to the CEO, Jeff Smisek. All this will probably end up costing me more than $25 worth of my time, but at least I will feel a little better.

I CHANGED MY FLIGHT FOR A MEDICAL REASON AFTER SPEAKING WITH A REPRESENTATIVE I WAS INFORMED I WOULD RECEIVE A FULL REFUND OF $275 USD WHICH IS THE FEE I PAID TO CHANGE MY TICKET WHEN I WERE TO RETURN STATESIDE AND PROVIDE THE MEDICAL NOTE, ONCE I RETURNED I SPOKE TO MANY REPRESENTATIVE ONLY TO GET VERY DIFFERENT ANSWERS FROM EACH OF THEM ON HOW TO GO ABOUT TO RECEIVE MY REFUND, I WAS TOLD BY NOT ONE BUT 3 REPRESENTATIVES TO EMAIL MY REQUEST TO REFUNDS@UNITED.COM ONLY TO DO SO AND RECEIVE A INSTANT REPLY THAT WE DON'T EXCEPT INCOMING MESSAGES TO THIS EMAIL, WHILE OTHERS HAVE GIVEN ME OTHER INFORMATION I WAS TOLD BY ANOTHER REPRESENTATIVE THAT HE WILL SUBMIT A REQUEST SUCH AS THIS ONE I ASSUME ON MY BEHALF ONLY TO FOLLOW UP AND FIND OUT ONCE I CALLED AGAIN TO ANOTHER REPRESENTATIVE THAT IT WAS NEVER WAS SUBMITTED. I HAVE SPENT COUNTLESS OF HOURS ON THE PHONE NOW AND PROBABLY SPOKE TO EVERY REPRESENTATIVE SHY OF THE PILOTS ABOUT THIS AND BEEN GETTING THE RUN AROUND I REALLY HAVE NEVER EXPERIENCED SUCH A LACK OF CUSTOMER SUPPORT BY ANY COMPANY AS I HAVE WITH UNITED I FIND IT SURPRISING AND DISGUSTING THAT A MAJOR AIRLINE WOULD ACT IN SUCH A MANNER I HAVE COUNTLESS OF OTHER STORIES I CAN WRITE OF THINGS I WAS TOLD BY REPRESENTATIVES THERE SEEMS TO LACK CORRELATION BETWEEN REPRESENTATIVES WHICH IS EXTREMELY FRUSTRATING FOR ME AS THE CUSTOMER.

Why does a small (in cabin) pet need a vet's health certification? I have flown many dozens of times and I have never been asked to produce such a document -- they are expensive and valid for only 30 days, which adds up per year. Also $125 (per each direction) for an under the seat small pet?????? Your and not a bank and becoming "Too big to fail".

I was going to write my horror story about Houston to the Bahamas, but after reading all the other postings, it appears to be just another day for United. I used to be a huge Continental Airlines, but the merger with United has brought all the poor service and bad attitude issues into the merger and lost all of the great services Continental provided. Like others, I'll fly anybody else next time.

Booked my reservations back in March 2012 for family vacation of 5 people from Newark to miami in which once in miami will be taking shuttle bus to miami port on May 28, 2012. Decided to check reservations on 5/22/2012 to found out my flight to miami was changed to a later time. Called customer service in which they wanted to change me to a connecting flight which I explained to them can't do traveling with small child and a diabetic. So they cancelled my flight without giving me the opportunity to request to fly in the day or 2 before. I had to do last minute rebooking with AA. I always travel continental but now they merged with United. Never again will I ever fly with United. They never bother to send me an email stating the change. My point to them was "what is the point of requesting an email address and phone number when making air reservations when United doesn't even bother to contact the passangers affected by there time change". A heads up and some consideraton for their customers would've been appreciated.