United Airlines

United Airlines is an international air carrier based in Chicago.

Telephone
free : (800) 864-8331
Mailing address
Willis Tower, 233 S. Wacker Drive
Chicago, IL 60606
Website
united.com

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.

How to resolve a problem with United Airlines

Try self-service first

Use our proven resolution methods, or United Airlines’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

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.

How fast does United Airlines respond?

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.

Verified contacts

United Airlines customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Jamey Vincent
Manager Customer Care
Secondary
Bryan Stoller
Global Head of Customer Care
Chief Executive
Scott Kirby
Chief Executive

United Airlines customer service policies

United's refund policy varies by ticket type. Refundable tickets are returned to the original payment method. Non-refundable tickets can generally be canceled for a flight credit equal to the ticket value, minus any applicable fees. Basic Economy tickets are non-refundable and non-changeable, unless canceled within 24 hours of booking when the departure is at least a week away. Refunds to credit cards are processed within seven business days; other refunds can take up to 20 business days. To request a refund, visit My Trips on united.com.
United's terms, conditions and legal notices govern use of the united.com website and its digital services. Users must provide accurate information and may only use the site for personal, non-commercial travel planning. United limits its liability for errors, delays, or service interruptions. Ticket purchases are subject to United's Contract of Carriage, which outlines passenger rights and airline responsibilities for flight delays, cancellations, denied boarding, and baggage. United may update these terms at any time, with continued use of the site constituting acceptance.

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..

Frequently asked questions about United Airlines

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.
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.
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.
Call United at (800) 864-8331.
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.
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.
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.
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.
Central Baggage Service – HDQLZ P.O. Box 66140 Chicago, IL 60666-0140 Telephone: (800) 221-6903 web-baggage@united.com

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