United Airlines is an international air carrier based in Chicago.
United Airlines Responsiveness rating
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What you need to know about United Airlines
United Airlines’ customer service is inconsistent in terms of response times and resolution. The airline sometimes comes through — but passengers have reported credits that were promised and never delivered, deceptive ticket upgrade practices, and a refusal to refund a sick passenger. On the other hand, the airline promptly fixed a booking error in at least one case we tracked. A United Airlines representative promised a minor could board a plane, but then refused to let her fly on the day of the flight.
- United Airlines customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with United Airlines with our insider guide or through our executive contacts.
- United Airlines customer service policies are standard. Here are our frequently asked questions about United Airlines.
United Airlines customer service response times
United Airlines customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Live chat | United’s live chat starts with a chatbot. You can ask for a live agent, but it can take up to 30 minutes during busy periods. Access it through united.com. |
| Phone support | Phone support is available 24/7. Wait times typically run between 1 and 10 minutes, though they can stretch longer during disruptions or peak travel periods. Call (800) 864-8331. You can also text ‘UNITED’ to 32050. |
| Email support | United doesn’t publish a direct customer service email address. Submit written inquiries through the customer care form. Responses typically take 1 to 3 business days. |
| Social media | United is active on Facebook, X, Instagram, LinkedIn, TikTok, and YouTube. Response times range from a few hours to a day depending on the platform and the inquiry. Access United Airlines social media here. |
How to resolve a problem with United Airlines
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.United Airlines mailing address
Willis Tower, 233 S. Wacker Drive
Chicago, IL 60606
United Airlines loyalty program
United’s loyalty program is called MileagePlus. Members earn miles on United and partner airline flights, hotel stays, car rentals, and purchases with co-branded credit cards. Miles can be redeemed for flights, seat upgrades, hotel stays, and other travel benefits. MileagePlus has four published elite tiers — Premier Silver, Premier Gold, Premier Platinum, and Premier 1K — plus an invitation-only Global Services tier..
United Airlines social media channels
United Airlines executive customer service contacts
Primary Contact
Carole Kasper
Manager Customer Care
Willis Tower, 233 S. Wacker Drive
Chicago, IL 60606
C.Kasper@united.com
(847) 700-4000
Secondary Contact
Bryan Stoller
Vice President, Global Head of Customer Care and Contact Centers
Willis Tower, 233 S. Wacker Drive
Chicago, IL 60606
b.stoller@united.com
Chief Executive
Scott Kirby
Chief Executive Officer
Willis Tower, 233 S. Wacker Drive
Chicago, IL 60606
scott.kirby@united.com
Does United Airlines send flight confirmations via text?
United Airlines offers a text messaging service, enabling you to receive flight information on your mobile device. This service allows you to receive flight updates and reminders and is accessible on select aircraft. You can utilize this service through Facebook Messenger, iMessage, and WhatsApp.
Can I use WhatsApp while on United Airlines?
WhatsApp is supported for in-flight messaging on United Airlines. Note that you can only send texts and emojis, as sending pictures or other files is not supported.
Can I get a refund from United Airlines?
Yes, you can request a refund from United Airlines under specific circumstances. Refund policies vary depending on factors such as ticket type and timing. To initiate the refund process for a canceled booking, visit the My Trips section on the United website. Credit card refunds are typically processed within seven business days, while other refunds may take up to 20 business days.
Where can I reach United Airlines customer service in writing?
Call United at (800) 864-8331.
What items are prohibited in checked baggage on United Airlines?
Certain items are restricted in checked baggage on United Airlines, including flammable materials, explosives, corrosive substances, and weapons. Review United’s specific guidelines to confirm what you can and can’t pack.
Can I earn United elite status without flying?
Yes. You can earn Premier Qualifying Points (PQPs) through spending on the United MileagePlus credit card, which counts toward elite status tiers. United also occasionally runs status match or status challenge promotions for holders of elite status with other airlines. Check the MileagePlus page for current offers.
Are economy tickets on United refundable?
Economy tickets on United Airlines are generally non-refundable. However, you can cancel and receive a refund within 24 hours of booking if it’s at least one week before your scheduled departure. This policy applies to Basic Economy tickets as well.
Can I cancel my flight and receive a refund?
Yes, you can cancel your flight and receive a refund under specific conditions, with the refund amount varying based on the situation. To start the cancellation and refund process, visit the My Trips section on the United website.
How to contact United's Central Baggage Service and lost and found
Central Baggage Service – HDQLZ
P.O. Box 66140
Chicago, IL 60666-0140
Telephone: (800) 221-6903
web-baggage@united.com
How to get professional help with your United Airlines problem
If you need help with United Airlines, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
