http://www.united.com
1200 E. Algonquin Rd.
Elk Grove Township, IL 60007
P.O. Box 66100
Chicago, IL 60666
(847) 700-6796
(800) 864-8331
How to get through to an operator
press no keys. Wait for operator.
Overview
United Airlines has emerged from bankruptcy protection as a different airline. Smaller, more efficient – and when it comes to customer service, somewhat better. Where it used to routinely send form responses back to legitimate customer grievances, there is evidence that United’s customer service agents now take the time to actually read the complaints and respond to them (usually appropriately). But the carrier doesn’t always do right, and there is certainly room for improvement.
If you have a customer complaint, please read this before contacting the company.
Customer service resources
Contract of carriage (PDF download)
Customer service main page
Email form
Primary contact
Helen Chellin
Manager, customer relations
P.O. Box 66100
Chicago, IL 60666
(877) 228-1327
helen.chellin@united.com
Secondary contact (*)
Barbara Higgins
Vice president, customer contact centers
P.O. Box 66100
Chicago, IL 60666
(877) 228-1327
barbara.a.higgins@united.com
Chief executive (*)
Glenn F. Tilton
Chairman, president and chief executive officer
(877) 228-1327
glenn.tilton@united.com
What others have to say about United Airlines
Aviation Consumer Protection Division Air Travel Consumer Report
Untied.com
Consumeraffairs.com
Epinions.com
Airline Quality Rating
This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.
* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.
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{ 25 comments… read them below or add one }
This information was invaluable in my getting my refund after the Accounting & Refunds department were giving me the runaround. We had been upsold a ticket from Economy to Economy Plus back in March for which I wanted a refund (instead of Economy Plus on a 777 they put us in the Economy Exit Row 30 and charged us $219.) The non-responsiveness had been going on since the beginning of April and as it is now the end of June (3 months) I sent a copy of the original refund request to Graham Atkinson’s email with a short note mentioning your website as where I found his name. He responded to my email in 3 hours (I was amazed) and I received my refund 2 days later. Very impressive service! Thanks!
That was a great article that you just wrote about here: http://www.msnbc.msn.com/id/23116704. Its really unfortunate that airlines have those restricted policies. Often time customers are stuck, but there are other options. Consumers can purchase travel insurance, or if they are stuck with the product they can try to resell it on http://ebay.com or http://icanttravel.com .
United trickets are to be transferrable. Was sent a DBfree ticket and I am trying to book in ticket for handicapped friend. I cannot get it to process with a name across top of original free voucher. They want a copy of person whose name is accross top of voucher with picture id and also copy picture id for person whose name is going on the voucher within 24 hours of booking if by phone. United said I could do it online, and I am finding no way. Please help!! Is this the only way now???
After 8 months of trying to get a downgrade adjustment taken care of through United Customer Care with no luck, I contacted Pam Coslet and Graham Atkinson of United at the e-mail addresses provided by this website, and within 24 hours, was contacted and refunded! I am so relieved, thank you!
That email worked for PAM; at least it has not gotten bounced yet. We’ll see if I get a response.
Thanks!
About UA – Last July I booked flights thru Expedia from Philadelpia to Aspen, to fly Dec. 2007. First leg was on USAir, but booked through United, I later learned. At PHL, USAir had no reservation for me (even tho Expedia confirmed my reservation the night before). Because it was Dec. 20, flights were full; no other seats available on any airline, USAir said. They put me on a flight the next day; new routing (PHL to Phoenix rather than via Chicago). In Phoenix, the flights to Denver were cancelled bc of weather. I had to stay over in Phoenix at my expense. Flew to Denver the next day; flights to Aspen were delayed bc of weather. Finally reached Aspen two days later than planned. Also had a cancelled flight on return trip & arrived home a day late.
After several phone calls, UA promised me two vouchers totalling $500. When it didn’t arrive after 2 weeks, I called again. Had to complete a form saying I never got it. Asked them to fax it (they didn’t offer). Sent the form back & about a week later did get the vouchers. But at the same time, also got a letter saying I couldn’t use them bc I’d already taken the trip! Called back again – they reluctantly agreed, after much back and forth, to $250. I got that. Tried to use it for a new on-line reservation – site wouldn’t accept the voucher code. Called UA; found out I could only use it with a phone reservation. Called reservations (all this contact was in India, and hard to understand.) Finally got reservation made for myself, then needed to reserve for my husband on same trip. Was then told there was a $15 fee for phone reservations. Went ahead anyway at that point to assure we got same flights. Agent booked all information, put me on hold, and several minutes later said rates went up as she was booking. Asked to me please hold again; she was trying to get same rate she quoted me. Put me on hold again. Came back several minutes later; still problems; the rate would have to be booked manually and she needed more time. Given all the problems to date, I was afraid a manual booking would somehow get lost. Told her to cancel both reservations. (All this took well over an hour.) Then rebooked, online, with another airline, and found that my new total (via Expedia again) was only slightly more than UA’s would have been even with my discount of $250.00. Summary – This was the worst customer service I’ve had in years, in any industry. And on the December trip, US Air was not far behind in poor service when their flights were cancelled or delayed.
This is an e-mail that I just wrote to United basically telling them I will never fly them again. I sent it to all of the email addresses listed here; we’ll see what kind of response I get. The customer service used to be great…now, not so much. Being sent to India (or wherever) every time I use a voucher or have to change my plans is RIDICULOUS, especially considering now I’ll be paying $150 for a change of plans (in my line of work, plans change all the time). BOOOOO! to United. And how is it that all of the workers in India have American names? Are they THAT Westernized??? Amazing.
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I have to admit that United was my favorite airline. I used to brag to everyone I knew how amazing their customer service was, and how happy I was to fly with you guys. I love United so much that I actually have a United 747-400 tattooed on my ribcage for all to see during my shirtless summer vacations. My license plate reads UAL 93. My website background is the evolution of the United logos through the years. However, my opinion has changed drastically in the past several months.
I admit that I’ve not been flying United as much as I used to, primarily because I don’t travel as much as I used to. However, I think that my choice of #1 airline will have to change (although my options these days are severely limited).
I fly United not only because of the great customer service I have received, but to show my pride for being a natural-born citizen of the UNITED States of America. It seems you no longer value this as an embodied principle of your founding. When you guys sent your customer service overseas was when I first started noticing a big change in the level of customer service I was receiving. Yes, you have highly trained customer service representatives overseas. But there is an admittedly obvious language and cultural barrier that has presented itself every single time I have called to make a domestic reservation. I called once to change the middle name of my travel companion; I was informed that I would have to pay the $100 ticket change fee simply for a change of middle name when the first and last names and flights had not changed at all. It took over an hour to finally get on the line with a person who understood me completely and was willing to listen to my complaint and agree to not charge me for the menial change. This is just one of several examples I can provide to highlight my displeasure with your call centers overseas. Not to mention that it has never taken me less than an hour to book travel on the telephone with your overseas representatives.
And now, you’re charging $150 for a ticket change. Let’s face the truth: it doesn’t actually cost United $150 in operating costs to change a ticket, and nowhere along the line do you lose money simply because one person has to change their reservation. If nothing else, you are apt to make money off of that changed ticket, because I am now freeing up a seat that was once filled and you can now charge more money for that seat. And now I have to rebook, and my ticket is likely going to cost me more now than it did when I originally booked. Southwest’s popularity has grown so rapidly because they don’t charge a change-ticket fee. True, they are not the most comfortable airline to fly, and they have zero international destinations. However, their customer service and their no-fee ticket change policy keeps people coming back. It puts people at ease knowing that they can book their trip even if their plans are not 100% set in stone and can change at any time without having to pay an exorbitant fee to alter their travel plans. And they make each person feel like they are individually valued.
Fees for a 2nd checked bag; $150 ticket-change fees; overseas customer service; more expensive weekday flights (while hotels are cheaper during the weekdays); disgruntled employees due to the cutbacks they’ve seen in their many years of service: these are some of the reasons I will no longer be flying on United. Most of my travel lately has been with US Airways, and I can’t say I’m 100% pleased with them either. However, they happen to have more options available to me, in my opinion, for frequent flyer miles and programs than the other airlines. I admit that I’m not one of your super mega 1 million mile elite flyers. But every person should feel like they are a valued customer whether they can afford to fly once every 5 years or every 5 hours. United no longer makes people feel valued.
It’s interesting to see that in 1992, you were the #3 airline for quality. In 2007, you were #8. AirTran beat you guys out for the #1 spot last year? Really? C’mon…
I thank you for my past experiences on United and for the good times you’ve provided me in my travel excursions. If you’ll excuse me now, I need to go have this tattoo removed.
Donald M. Dunow, MS, SLP
Phoenix, AZ
Note that you can at least get through to an English-speaking individual by trying the following numbers:
(312) 997-8000 – United’s General Phone number in Chicago. Can be found on 10-K reports filed with the Securities and Exchange Commission.
(404) 765-1272 – United’s Hartsfield/Atlanta phone number. They can at least pass messages on for you. You can get this and similar phone numbers by going to BBB.org and searching for “united airlines” and selecting businesses which are “subsidiaries” of United. e.g. this one is listed as United Airlines @ Hartsfield.
Go to Switchboard.com and search for United Airlines in Chicago, IL. You get phone numbers, not sure where they go to, but at least they’re local.
Elliott!! Where have you been my whole life!? This website is amazing.
As a former flight attendant of United Airlines, I can give you one piece of advice when calling 1800 UNITED1 and you get that stupid little computer that can’t even understand you when your screaming at it, keep saying international, even if you don’t have an international booking.
This will eventually transfer you to the international sales desk usually in Chicago. These agents are the best trained and know the fastair booking system inside and out. They also know why people do this, and they will kindly help you with your query!
Regards,
Ben
I just realized this site offers info for all airlines :( oops… I have contacted Delta and will see what happens next.
Your website saved me from popping blood vessels, or some other dastardly deed. United charged me twice for checking a bag. Tracking down either a person or even a voice menu to request a refund went nowhere — except snail mail to a PO box in Chicago. I Googled “United Airlines refund” and found this website. I have just been told that the inaccurate charge will be credited back in 7-10 days. (We shall see.) Too bad that United couldn’t have provided this information. Notwithstanding this complaint, I still have a big problem with an airline charging to check a bag.
*** PAM TILTON’S e mail may bounce – she no longer holds her position at UAL …
CORRECTION: my post of 25 October: it’s PAM COSLET who is no longer in the UAL job …
I would be wary of booking with United if I really needed to get somewhere on time. I don’t know what their delay ratings are, but they sure overbook their flights like no other airline I’ve seen. I recently traveled across the US on a total of 8 flights, including flights on US Airways, Delta, United and American. One of my flights was from Chicago to Rapid City, SD via Minneapolis and Denver. The first flight from Chicago was overbooked by about 50 people, but I managed to get a seat after being on stand-by. I then volunteered to give up my seat if they could re-route me directly to Denver, which they did. I thanked my luck when I got to the gate, because the confirmed seat I got by volunteering got me ahead of the 148 people on stand-by for the flight to Denver! The people at the counters were fairly friendly and helpful, but I wonder what happened to all those people who thought they’d get to their destinations that day…
Hi
I am 62 and disabled. I do not use the computer often but to save money, I booked my son and his baby to come to Santa Fe to help me for two weeks.
I must have done something wrong because I did not realize I had booked him to arrive and leave the same day. ( the day he was leavingt NM was both arrive and depart date)
I called to correct it but they were going to charge me about $900 to do that. Would not change the return date and I had to rebook the flight.
I did try to explain what had happened to United, I just hit the wrong button after going back and forth to get the flight times so someone else could pick him up for me.
I called before the flight was to take place (on July 30, 2008) but they were so rude and at the last moment, I ended up buying another ticket I could not afford.
Is there anyway I could get another trip for the one I purchased or my money back?
Why would United want my money when they knew I made a computer mistake?
I had a little tiff with United in that they charged me a $50 booking fee WITHOUT informing me of it. I made the original reservation online on united.com and could not input my Australian address. I had to call reservations to complete my original online reservation, and agreed to pay the fare that I noted online. When my credit card bill came in the mail, I noted an additional $50 fee for booking. This fee was not discussed with me by the agent, nor did the automated system inform me either as I was inquiring about an existing reservation.
After numerous emails with the ineffective customer service, which I assume is off-shore and unable to dish out anything but canned responses, emailing Barbara Higgins and her assistant directly produced a letter from another customer service rep. satisfying my request (which was really a demand written in nice words!) for a refund.
Although I only found Elliott’s website half-way through my ordeal, I was already following his advice: be nice, stay calm, be thankful, and most of all, be persistent! I didn’t go to the top in my first email – but rather built a string of ineffective responses. That way, you build credibility. You’ll end up getting your way in the end. I even went so far to say that my experience flying United to the States was pleasant (they love hearing that stuff). In actuality, it wasn’t too bad. In-flight service is better and airplane interiors are much improved. Though if you’re a Star Alliance member such as myself, I highly recommend Air Canada for a clearly superior experience.
At any rate, the system works! Use it wisely….
Andreas
My wife and I travelled to Puerta Vallarta in February of this year.
After a very nice 10 day stay, we transferred normally to airport. After “expected delays” we boarded our plane, after the anticipated “take-off” time. We sat, sat some more, and sat still more in our seats…..actually after journeying to the runway we returned to the terminal. After spending 3 hours in our seats, anticipating/hoping for departure, we were told that we “weren’t going anywhere”. In the end, our flight was cancelled, and we were shuttled off to a hotel, only to return in the morning for the same schedule that was planned for that day. After conflicting departure times, etc., we found ourselves (along with “new-found” friends) in the the check-in line for 3 to 4 to 5 hours. Then, we learn that our connecting flight from Denver to Fargo was a problem….and we would need to “deal with that when we get to Denver”.
Upon barely making boarding time, we are told on the flight that compensation would be made, for the hassles incurred. So far nothing….we’re 4 months out. Our travel agent is aghast as the disconcern that your company has for its patrons.
Repeated emails from us personally, and our travel agent (Travel Travel of Detroit Lakes, MN) have resulted in no response. In fact, traveller miles have not even appeared for us.
Specifics…..February 28, 2009 United Flight 872, PV to Denver
(aborted)
Rescheduled flight…March 1, 2009 United 9811 PV to Denver.
Prompt attention/response is appreciated, and expected.
David R. Aune
1305 Lori Avenue
Detroit Lakes, MN 56501
218-847-6251
I didn’t fly United for some 28 years. Back in 1981, they dragged their butts on the plane and took hours to bring out the meals. They didn’t use carts, and in comparison to the other airlines of the day, I had found them horribly inefficient. So for 28 years, I avoided them like the plague.
In February of this year, I did fly United and was pleasantly surprised. The ticket agent at check in was great, the gate agents were fine, and the in flight service was completely acceptable. Not only that, I found that United Plus gave me far more room. The ticket agent was one smart cookie – she upgraded me for free to the United Plus product and I liked it so well that I have purchased upgrades to it several times. I have flown 8 flight segments on United in 2009 – and although I found the flights to be just fine, I did notice a difference in cabin crews. Some of them were delightful and polite. A couple of them had “old battle axe” type FA’s – one of whom seemed to take great delight in ramming my elbow every time she went by. Maybe she remembered me from that flight 28 years ago, I should have asked.
In any case, there was no excuse for her ramming me repeatedly, all of the other FA’s would walk by without doing so. She’s lucky I didn’t have my elbow “stiffened” or she might find it akin to running into a piece of rigid steel.
In any case, I wouldn’t hesitate to board United nowadays, they were quite okay.
Evidently the only effective method in dealing with United customer service is to make a video and post it on YouTube.
http://www.youtube.com/watch?v=5YGc4zOqozo
Do you know whether there is a good website that explains what things qualify for VAT refund while in France? Example: tax on hotel stay or apartment rental?
Thanks!
after my partner booked our flights and mistakenly put steph on my ticket instead of stephanie, expedia who i booked this through said they couldnt change it for me without cancellation losing my money and rebooking, after asking chris elliott for advice i emailed the head office in chicago and explained the error, i recieved a reply within 3 hours off them reading my email to say they had changed my name to stephanie on my ticket free of charge
no i can enjoy my holiday, im really pleased with this.
Got an Out of Office from Helen:
In my absence you can contact Nancy Castro. Nancy can be reached at Nancy.Castro@united.com
got a response back in just over an hour:
Thank you for your email to Customer Relations. I apologize that you could not book this on United.com and the $25 ticketing fee was charged. I have processed the $100 total back to your credit card today. This can take 7-10 days to post to your credit account. Thank you for bringing this to our attention and for your understanding in the matter.
Sincerely,
Denise Gibbons
Guest Response
United Airlines
Hi, You were a huge help to me in the past regarding a United issue, and I am most grateful and appreciative. Now I’m hoping that you can give me information regarding how I can extend the expiration date for my United mileage balance of 50,308. All these miles are due to expire as of Sept 30, 2010. Ideally I hope to travel during 2010, but am not certain I will travel prior to Sept 30. It would be wonderful if there was a simple way to extend this deadline, but even though I am an optomist by nature this is undoubtedly a huge stretch! Once again I will be grateful if you can guide me in this issue. Thanks in advance,
jan
Dear Mr Tilton, I have never written a customer complaint email or letter in my life. Often, I have written many complimentary ones. I would be remiss if I didn’t take a moment to share my experience with your airline this past week. Three words come to mind as they relate to my experience with your call center agents from February 4-6. Incompetence, annoying, buffoonery.
Let me first say that inclement weather & cancellations are a burden for any traveler. Seasoned travelers like myself realize it’s a part of the process. You grin & bear it should it occur to you. What is completely unsatisfactory is the unprofessional and deplorable manner that your call center agents handled my numerous calls. I flew from Columbus, OH to Dulles, VA on 2/4. No problems yet. Now a mid Atlantic blizzard rolls into the VA area causing me to alter my travel plans. I called for the first time on 2/5 to change my original departure flight 5711 from Dulles, VA back to Columbus, OH which was originally scheduled on 2/7, for flight 5710 on 2/5. The agent attempted to rebook me on the original flight that I was attempting to cancel after canceling it. I literally felt like I was dealing with a small child attempting to do long mathematical equations. After a few more minutes the issue was sorted out. My confidence is not high and the weather worsens.
Flight 5710 was later cancelled on 2/5, not a big concern, it happens… I recall your call center agent and wait for over 55 minutes. Your agent now pops on the line and announces “I see that you are already booked” for the original flight 5711 and simultaneously confirmed for the recently cancelled flight 5710. I mentioned to her that she was looking at an older itinerary & cancelled flight. After a considerable pause, your agent pops back on the phone and asks me if I was currently in my departure city of Columbus, OH. I pause… I remind her that I’m in VA attempting to get back to OH. She puts me on hold again and pops back on the phone 10 minutes later and tells me that she has found a flight to Columbia. COLUMBIA… I remind her that I’m in VA attempting to get back to OH. She apologizes and states that she will try again to find me a flight to Columbia for the second time. COLUMBIA… I am now on the phone for over 1.5 hours and completely annoyed. She announces flight 5711 on 2/6 is still available. I grab it and asked her to re confirm my new itinerary and it is confirmed satisfactorily. I read it back to her and now ask her to confirm it. She does. This is important, I now hand the phone to my co-worker Brad Sunderland who has the same exact predicament and performs the same exact change as I do with the same exact agent. Brad has agreed to submit a signed affidavit should it be requested.
Later that evening on 2/5 my co worker Brad & I attempt to print our boarding passes for flight 5711 for 2/6. He has no problems. My itinerary however is not available on line. Only my aforementioned cancelled flights are on line at United.com. … I recall your call center agent and wait for over 65 minutes. Your agent now pops on the line and announces “I see that you are already booked” for the original flight 5711 and simultaneously confirmed for the recently cancelled flight 5710. I mentioned to him that he was looking at an older itinerary & cancelled flight. I asked him for confirmation of flight 5711 for 2/6. He literally muttered something not English and put me back on hold for another 55 minutes before someone picked up the phone then promptly hung up.
I recall your call center agent and wait for another 55 minutes. As soon as an agent answers I demand to speak to a supervisor, Rona now comes on the phone 10 minutes later. She was sympathetic to my predicament and confirmed that my itinerary for flight 5711 for 2/6 was nowhere to be found. My only option now, is on flight 7629 two days later on 2/8 (today). I won’t even attempt to discuss the financial implications of extending my stay due to my itinerary being mishandled. Needles to say it’s considerable. What I am requesting is a full refund of $245.40 US and 50,000 award point deposited onto my United account.
Respectfully,
Louis Viciedo