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
Customer service experiences with United Airlines can be a hit or miss. Some users report fast, helpful responses, while others find the support to be slow.
- 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.
We have received multiple complaints regarding United Airlines. Passengers have reported that they did not receive the credit that was promised when they canceled flights. Some passengers have incurred additional costs due to United’s alleged deception during the ticket purchase process. Also, the airline refused to refund a sick customer. We have also seen examples of good service, as in this case, where the airline promptly assisted another customer in fixing a booking error.
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 Airlines’ live chat is primarily operated by a chatbot, but you can request assistance from a live agent. Response times may take up to 30 minutes. |
| Phone support | Response time: Phone inquiries typically take 1 to 10 minutes to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Phone support is available 24/7. Phone number: Customers can contact United Airlines at (800) 864-8331. Send a text to United Airlines customer support at 32050. |
| Email support | Response time: Email inquiries typically take 1 to 3 business days to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Email address: United Airlines does not provide a specific email address on its website, but you can contact its customer support team by filling out an online form. |
| Social media | Response time: United Airlines is active on social media platforms like Instagram, Facebook, and Twitter. Responses can range from a few hours to a day depending on the platform and the inquiry’s complexity. |
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
233 S. Wacker Drive
Chicago, IL 60606
United Airlines loyalty program
You can join United Airlines loyalty program, MileagePlus, by signing up for an account on the United Airlines website. Program benefits include earning miles and spending it on travel.
United Airlines social media channels
United Airlines executive customer service contacts
Primary Contact
Carole Kasper
Manager – Customer Care
233 S. Wacker Chicago
Chicago, IL 60606
C.Kasper@united.com
Secondary Contact
Bryan Stoller
Global Head of Customer Care
233 S. Wacker Drive
Chicago, IL 60606
b.stoller@united.com
Chief Executive
Scott Kirby
Chief Executive Officer
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. However, please 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?
You can contact United Airlines customer service support by filling out its Customer Care form on its website. Additionally, for urgent assistance, you can call them at 1-800-UNITED-1 (1-800-864-8331).
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. It’s crucial to review United’s specific guidelines to ensure compliance.
Is it possible to achieve United status without flying?
Yes, you can attain United status without flying by participating in their MileagePlus Premier Status Match Challenge. This program allows you to match your elite status from another airline and enjoy United benefits. For more details, check its website.
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.
What is United Airlines' postal address?
United Airlines, Inc.
PO Box 06649
Chicago, IL 60606-0649
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 can I contact United Airlines executives in Hawaii?
Lokelani Beltrame is the Operations Supervisor at the United Airlines Hawaii hub. Contact Lokelani at lokelani.beltrame@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.
