United Airlines

My baggage was delayed, while traveling to Antigua, on Sept. 3, 2011. I have been writing/telephoning since my return on Sept. 17th, but to no avail. All I am being told is that LIAT is responsible for paying my sister and I, for our clothing that we had to purchase while on vacation. While in Antigua, Mr. **, baggage handler for LIAT, informed me that Continental was responsible. Continental said they have a contract with LIAT, and sent me letter with LIAT's overseas number for me to contact them. While I was in Antigua, LIAT never answer their phones, and I don't feel I should have to handle this, since their contract is with LIAT. I had a direct flight, with seats confirmed, but Continental bumped me off the plane.

I was to arrive in Antigua in four hours. I arrived at 12:20 AM, on Sept. 4th. The airport is closed, except for customs. The baggage handlers are gone. LIAT never answered phone calls. The clothing arrived on Tuesday afternoon. My sisters arrived on Friday. I had to purchase clothes. Who can we send the file to for help. They have ignored us completely. There is no local number for LIAT, and I sent two emails, had someone in Antigua contact them, and also had a reservation at airport promise to give Mr. Anges, who we had spoken to, when I had to take a cab to airport to pick up the luggage. It cost me an additional $32.00. I want to send info to someone who could help, and put the word out there that Continental/United/LIAT are irresponsible. This was truly a trip from **.

I booked 3 tickets for my self, Nirmala ** and Mala **. Due to medical reasons, I had to cancel the trip on 12/26/2011, two days prior to our journey. I was advised that the refund will be done on receipt of medical report. I faxed the medical report and a letter requesting for refund on 1/14/2012 by fax and certified letter. I received an acknowledgement from Preshant ** with reference number ** on 1/18/2012. I called the UA agent and advised that I cannot reschedule the flights and need refund. She told me that my refund request is in process and refund will be done in 10 days. I charged my tickets on my Master Charge. As of today, I have not received any refund and my charge card MC does not show any credit. I was charged $688.20 for the 3 tickets. Please review and advice as soon as possible.

I have been a United Plus member for some years but haven't traveled a lot. A year and a half ago, I began working in Qatar. In 2011, I traveled 60,000 miles on United codeshare flights with Qatar Airways.

When I began working in Qatar, I asked United about Mileage Plus, and they assured me that all of my codeshare flights would fully count in my United Plus account. (Most of these flights are advertised as United Airlines flights, operated by Qatar Airways).

Now I discover:

1. None of the flights give me any credit toward any Premier Level in United Mileage Plus. 60,000 miles later, I'm not even allowed to board early or spend an hour in the United Lounge at the airport.

2. I cannot request an upgrade on any United/Qatar Airways codeshare flight. I have recently had surgery and need an upgrade for an upcoming flight from the US to Qatar.

United will not upgrade me on its direct flight from Washington Dulles to Doha (United 7961, operated by Qatar Airways) and neither will Qatar Airways because I don't have a Qatar Airways frequent flyer membership.

United will upgrade me on a non-codeshare flight to Frankfurt, where I can spend the 5 hour layover not in the United Lounge because I have no United miles. Then I can fly the second leg of the flight (following surgery) on Lufthansa. Lufthansa will also not upgrade me. This is a hoax... pure and simple. I want my miles transferred to Qatar Airways where I can actually use them. Any suggestions?

$70 for a second bag? Are you kidding me? So let me get this right - you want people to travel to the other side of the world for over a month and you want them to take one bag with them? If you were a real international airline like KLM or Emirates, you'd know not to use your passengers as part of your money making schemes. Maybe if you actually cared about your passengers, all these American airlines that are charging ridiculous fees would not have to file bankruptcy or get into mergers.

Your $70 is more than Delta's ridiculous charge of $60 and I could fly 2.5 times with it with 2 bags on a domestic flight. Maybe if your rates were lower or if your in-flight service was worth it, we could talk about this charge being justified. But I find no reason for you to charge it. And getting your customer service reps to give me a stupid answer like "We were the last ones to do it" is not exactly comforting. I only bought this ticket because I had flown with you before and thought I'd give it a second shot. But I guess this will be the last time. I'm going back to giving my loyalties to better and bigger airlines, which obviously is a list you will never get into.

My family was scheduled on a flight, December 18th, from Dulles International Airport to Newark Airport with a connecting flight to San Juan, Puerto Rico. It was United Airlines flight #4931, code-shared through Continental. We arrived to the airport well before the recommended 90 minutes and proceeded to the United check-in gate. We asked the people working the lines if we were at the correct location and they confirmed that we were. The line moved very slowly because there were not enough ticket handlers, only ticket kiosks, and there was no one to tell the passengers when there was an open screen for them to use.

Finally, we arrived at the screen and check in and paid the baggage fees, for which no receipt was printed. After confirming the seats, the screen said to wait while the boarding passes were printed. But nothing was printed and the screen told us to contact a continental representative. There was only one employee at the desk who was pretending to help people with their kiosk issues, and his only solution was to have them check in at a different kiosk. When we explained that we had already gone through the process, he told us to speak to the only ticketing agent who was there.

For the hundreds of people in line, there was only one person who was not a baggage handler. He was doing a very good job of dealing with all of the stressed passengers who had flight issues, but it was inappropriate that he was the only one available. When we were finally able to speak to him, it turned out that even though it was a Continental flight through United, he had not yet been trained on the Continental system. So we had to go start over in the Continental line.

They were finally able to give us our boarding passes, and then we proceeded on through security but were unable to make it to the boarding gate in time. Yes, if we had run we would have been able to arrive in time, but I have a disability and aged parents so it was quite impossible. At the United boarding gate, we were told that no one could help us with a replacement flight because we were not connecting passengers.

They gave us the number to contact Continental. The first Continental representative was unclear about whether Puerto Rico was a national or international location and was unable to help with replacement tickets and connected me to United. The United representative was incredibly unhelpful and connected me to American Airlines for no reason and without telling me.

In the end, the person at the gate was kind enough to help us get replacement tickets on standby for the next morning. However, had we followed his original advice and left the terminal, we would not have been able to get the tickets and we would have been charged over $2000. It's great that Continental and United are merging, but since neither Continental nor United employees have any idea about what's going on with the flights, we were unable to make ours. We also lost hundreds of dollars in hotel and rental car fees.

I booked a flight on Continental from SAN-SJO which turned out to be a code share, United from SAN-DEN and Continental the rest of the way. When I checked in online (redirected from Continental's website to United), I was asked about baggage and when I said 2 each, the popup said "no cost". Suspecting differently, I tried to locate information on United's website, which did not speak to travel from the US to Central America. I then called United and it took talking to 4 different representatives for someone to tell me he "thought" I would be charged for the 2nd bag. (He was correct although uncertain).

This is "bait and switch" as I see it, even an out and out lie. I would have had no choice at the airport but to pay out the nose. Then, after arriving, we didn't open 1 bag for several days and found when we did that of the 15 tubes of silicone sealant we had packed, which aren't available in Central America, United had removed 9 under the guise of "hazardous materials". The new "advice" note from TSA says that the airline is responsible for removal of materials, but please call TSA which we did. The SAN representative was pleasant, courteous and helpful, even finding out that United had removed the sealant in error, but the bottom line was that we were told try to contact United. (In the meantime, we received an email from United offering us a $100 voucher).

Understand that we aren't novice travelers and included 3 copies of the abbreviated MSD from the manufacturer indicating the product was not considered to be hazardous under either national or international standards. Also included was the complete chemical composition list, which no one apparently bothered to read. But, it was so "hazardous" that United left 6 tubes in our luggage. In desperation, we located a United baggage customer service number which, like many other complaints I've read, was in some country where the representative's English was totally unintelligible. We insisted on speaking to a manager and for 45 minutes, he told us he had no local phone number for United in San Diego, he was unable to contact anyone, had no phone numbers for any United employee anywhere in the world, was totally unable to do anything, "why hadn't we reported this earlier", "we should go to the airport in San Diego to report this" (we're 3000 miles away and gone for 2 months), "we should go to the airport in Costa Rica to report this" (that's only 3 hours away).

After arguing for those 45 minutes, he finally connected us directly to the baggage department in San Diego. So, the logical conclusion is that he was lying. The story hasn't ended yet, but we did talk to a nice human being who spoke understandable English in San Diego and who seems to want to cooperate. I'm so weary from struggling that I have chosen to make this report before arriving at the final outcome.

After booking my latest award travel, I noticed there is now a close-in fee charged within 21 days of travel and this fee is charged separately, above and beyond the already charged fee and on top of the 37,500 miles that I am using for the flight. I, and my family members, have booked several award tickets within 21 days of travel but this time, there was an extra fee charged before the actual ticket was even distributed to my email account!

I called reservations to inquire about this charge and the actual policy in which it was created only to receive the answer "It is just United's policy." The first representative I spoke to said it was effective October 21, 2011 and the second said June 15, 2011 but neither could point me to the actual policy or justification on the website or verify if the policy notice had been distributed to customers even mileage plus customers. Needless to say, the second representative claimed that she was the manager and there was no one else I could speak with to get additional information. I highly doubt someone sitting in an Indian call center is the last level of customer relations.

And, if so, United may want to re-think its effects on customer service. My call to **** was solved by the representative putting me on hold for 30 minutes to go and search for the policy in order to answer my questions. She returned only to point me back to the link for fees and taxes that only informs one of the fees. I believe this charge to be another outstanding fee charged by United on top of the numerous and extraneous bag fees and other elusive fees. Furthermore, if this policy was implemented in October, just prior to the holidays, United should be ashamed.

Since I've been a mileage plus member, I've experienced United's poor customer service, representatives that cannot actually solve any problems when you call the 1.800 number provided on United's website, bogus fees that a customer cannot even be certain are legal, the general lack of saver award flights which is 25,000 mile seats when people would actually be traveling, and the general elusiveness of award flights and why anytime one would want to travel on the weekend, the award flights shoot up to 50,000 miles. I will post this complaint to Facebook and Twitter in order to get people to take a stance against these fees or at least contest them at every chance possible. Additionally, an inquest should be launched into their legitimacy.

In March 2010, I contacted United Airlines (UA) to arrange for my first use of my accumulated miles in my Mileage Plus account. At that time, I was told in an email that I had already used 100,000 of my miles. Since that day, UA and I have exchanged many emails. I told them I paid for all my flights and been saving my miles ever since I joined in 1986 because my parents had been reimbursing me for my airfare. All of my flights were to visit them. UA claims that they had issued different types of awards to me over the years, that I had requested one of them, and that someone else could have requested some them on my behalf.

I never knew anything about these awards and there was no other person who could have requested them on my behalf. The first time I used my miles was in 2010. UA listed awards they said I used, starting in 1988 on two trips to Hawaii. I've never gone to Hawaii. I stated to UA many times that their documentation was incorrect. I have demanded that they credit the 100,000 miles back to my account.

We traveled from Sydney to Los Angeles, 11 of us in the travel party. Cost of flights amounted to 15000 bucks. There were mostly kids in party. Travel included promotion of 2 x 23kg (50 lb) bags per person. This was confirmed with the agent prior to departure and with UA Sydney. We arrived at check in at LAX and sighted numerous passengers having problems with check in staff and awaited our turn, expecting some form of problem. Well, they denied our tickets included excess bags and charged us accordingly, 70 bucks per bag plus put each through as a separate transaction for the three bags we had, which cost us three separate transaction fees, which inevitably cost us more.

It didn't matter how much we protested, we were told that we didn't have to catch their plane. The UA staff was very rigid, sarcastic, rude and non-compromising. This employee didn't give a damn. When asked to speak to a supervisor, she provided her friend alongside her and purported her to be the supervisor. May has well have spoke to Krusty the clown. It was an otherwise beautiful trip to States where everyone was so nice and welcoming, until the experience with these clowns. I will never travel with UA again. Much better competition out there and cheaper. Old planes, old staff set in their ways and ** service.

We experienced delays and visited their appreciation site as may be entitled to compensation for delayed flight. On checking this out, they offer petty discounts on flights as if we are ever going to fly with them again. They are dreaming to think I would step a foot on one of their planes again or give them another cent. They are rip offs! Their form of compensation was further insult to this experience.

We purchased 2 award saver airfares to Hawaii, and one award airfare to Hawaii (use double miles to choose your own flight), in February. In July, I paid $118.00 per ticket for an upgrade to economy plus, and I have a receipt. My husband, my daughter, and myself, and an infant were all sitting together in economy plus. As of today, I was notified that our flight was cancelled, and we were moved to another flight. This flight did not allow us to connect to our connecting flight from Honolulu to Kauai. Also, my six year daughter was on a different flight. I called and had United put us all on the same flight, at an earlier time, so we do not miss our connecting Hawaiian airlines flight.

Please also note, my husband was not even notified about this flight changed. We booked on different confirmation numbers, which means we need to be notified for each confirmation number. United only notified me of this change, and not my husband. After we were all put on the same flights, I asked if we were in economy plus, and was told my daughter who is six is in economy.

The supervisor was very unaccommodating, and would not help us. We were told there were no seats left in economy plus, and if we want to sit together, we all need to move to economy, and request a refund. We paid for economy plus, well in advance of the people who are taking up those seats. We booked our seats the day they became available.

When is it okay to split up a family, with a one year old, and a six year old. Not only did we pay for our six year old to sit next to us in economy plus, they moved her to the back of the plane, to sit next to some stranger. How negligent and absent minded is United for employing ill-equipped supervisors who cause problems, rather than solving them.

My six year old daughter is sitting in economy next to a stranger. I am trying to call someone to resolve this, but I get the same answer. There is no one to call to help me with this. We need to be in economy plus, as we have an infant, and need the extra space. Now, instead of being excited about my much needed vacation, I am stressed out about trying to have my family sit together, or even my six year old daughter sit with one of us in economy plus, a ticket we paid for. They simply tell us to ask for a refund. Someone else needs to pay, and it's not us.

My father, Ashok **, and my mother, Saroj **, had booked my ticket through Swiss Air (Booking Reference LP8JYQ), and was traveling from Washington Dulles, to Mumbai, India. The first leg of the flight was provided by United Airlines. When we booked the tickets (23rd March), we were allowed two bags per person, without baggage fees. This is shown on the ticket. However, when they checked our bags at the airport, they were told that only one bag per person is allowed, per United's policy.

This is not consistent with their ticket. They were charged $50 for one additional bag to be checked in, as United allowed only one bag per person, free of cost. As a customer, this is very frustrating. We would like to request the $50 charge to be returned. The money was paid from my credit card, (Nimish ** ). This is cheating customers. We had submitted the complaint previously to United, through BBB, however they denied the claim, saying that the policy of the originating airline would be followed. They sent me a $50 coupon to be used for future United flight, however, they refused to refund the money. I do not accept the voucher.

This is more issue with the contracted groups with United and the fact that they pretty much throw up their hands and just do nothing. We left a camera on a plane, which was our fault but was a 35mm, not a pocket camera. More important were the pictures on card. We went through all the channels to track down, hoped it was still there, but getting straight answers and help if virtually impossible these days. If anyone has any ideas as to try and find, probably via the cleaning service that was probably where it ended up, please let me know.

On November 11, 2011, flight 0846 attendant "Richard" approached me regarding a bag that had slid out from under a seat, and rudely asked, "What is that?" I told him, "It was a bag." He later admitted to knowing it was a bag and stated that is was United Airline's policy to ask passengers rude, sarcastic questions instead of asking passengers to place bags under seats. Richard, the flight attendant, is a bit scary. He should not be allowed on any flight. I will not travel with UA again.

I logged on to check in online 24 hours before my flight to Colorado Springs Nov 4, but was unable to do so because the United confirmation number that had been e-mailed to me by United repeatedly came up "invalid." I finally got "live" help, sort of, by contacting the dot.com support number. My reservation had not "gone through" because "something was wrong with [my credit] card." I had paid for the flights with United Mileage Plus frequent flyer miles, and no one at United had emailed me that there was any problem with the Chase United Mileage Plus credit card's paying asst'd fees. Two hours on the phone, with no outright apologies, and every effort was made to make this my fault (didn't read fine print etc.), "my" confirmed seats were no longer available. But there were seats in the back row (not reclining) or Economy Plus singleton middle seats that we could book two of.

I am working with UA to resolve a complaint and so far, they've offered mileage and what amounts to a $20.00 discount on a future purchase. Unacceptable, considering the numerous delayed and finally cancelled flight and then losing our luggage for a day. After reading through these complaints, I can only imagine what UA Customer Service people are encountering. Are all airlines this bad, or only UA? Maybe UA's CEO should visit this site.

I was told by United Airlines that I no longer have 182k miles in my account. I used to have a Citi card but cancelled it, because it was $50 a year. United mailed (USP) me a request and asked me to sign up on their website. I did that. Then they never mailed me anything through the post or through email that says they were going to cancel all my miles, which they did because I did not use my account in some way.

I wrote them several times, asking them to reinstate my miles, because they never notified me in any way about my losing my miles for not using my account. Those miles were worth thousands of dollars and took 12 years to accumulate. How can they just wipe them out in one swoop? They blamed me, for not going to their website. I did not know I was supposed to go to their website, if I had no reason to visit it. I was not told they changed the rules in the United Rewards Program. They wiped out $5000.00 worth of rewards I was counting on to use.

I need some consumer protection here, because all the airlines are following suit. This is not a game. In today's economy, this is very callous, and it should be stopped. It seems like the airlines have learned a lot from the banks that they are associated with. What is our recourse, and why do we allow them to get away with this poor behavior?

I could not be more dissatisfied with United. I booked reservations on September 18, 2011 for travel from Boise, Idaho to Chicago, Illinois (reservation # **). My checking account was charged via a debit card, for a total of $842.80 on September 20 and $607.40 on August 16. I have documentation of these charges via my bank statements.

I received a call on Tuesday, October 11th, from a United representative, stating that they needed to change my itinerary due to a plane change. First, the agent attempted to rebook my children alone on a flight through Denver. When I protested, he then found a direct fight the morning of December 19, and re-booked us all on this flight. That afternoon, I was routinely looking at my checking account on line. To my horror, I was debited two charges by United of $551.70 for a total charge to my account of $1,113.40, for this schedule change initiated by United. These charges were not credit card charges. The funds were drawn straight from my bank account.

I spent 40 minutes on the phone that afternoon with an agent. The agent at the end told me that the refund would be processed in full, and that it would be refunded in 3 business days, instead of the usual 7-10 due to this error on the part of United. I waited 4 business days and I still got no refund. Today, I have made two calls, one of 58 minutes in length, the second of 50 minutes. At the end of the first 58 minutes, I was informed by a supervisor that no one could help me, as the refunds department was only open from 1:30 pm to 4:30 pm. When I completed the second call in the afternoon, I was told that $753.40 of the $1,113.40 would be refunded in 7-10 days. And I was told that I needed to send a separate email for the remaining $350 to the refunds department via the internet.

The net effect of this error is that I have loaned United Airlines $1,113.40 for the next 7-10 days. This is completely unacceptable. I will be following through for a refund of all of my overdraft charges. I simply cannot afford this error and the lack of my own money due to a mistake on the part of one of your ticketing agents.

I made a reservation in August 2011 for a flight leaving on August 11, 2011 for my 86-year old father, 76-year old mother and their two large dogs. I was on the phone with a gentleman in India for almost two hours; I repeated several times (at least twenty times) that it had to be a non-stop flight and that the two dogs must be on the same flight. He assured me that it would not be a problem. When we arrived at Charlotte International Airport, two hours before the flight, we were informed that the US Airways was the airline that United Airlines sub-contracted for that flight, and they do not accept animals. Therefore, they would not be able to fly with their dogs. There were no other flights that could accommodate them and their animals.

The supervisor Rodney ** said that they could fly through Delta, but we would have to go ask them if they would accept the dogs. I asked why we had to check on this when their company was the one who totally messed up the whole reservation. At this point, the only bright, helpful person took it upon herself to help us (this would be Sheila **). She worked on a solution for over three hours. That solution was that they would have to wait until the next day to fly, and have connecting flights to get to their destination with their dogs. While we were not happy due to the fact that they are elderly, and my father is sick with cancer, we had no choice. As Mrs. ** worked on the travel changes, she got no help from her supervisor Rodney **, as a matter of fact he disappeared. United did give them a voucher for lodging and in airport meals; however, when Mrs. ** tried to get Rodney ** to approve them again, he was nowhere to be found, and he told her to contact someone else.

After a six-hour wait, with two large dogs that were in kennels the whole time, a Mr. ** finally emerged to approve the vouchers. However, when we arrived at the hotel, the voucher did not cover the cost of the dogs. Also, as an added perk of the wonderful customer service we received when we got to the airport, the next morning at 4:30 the wonderful skycap Anthony ** promptly informed my 86-year old father that the $3 he gave him for wheeling in the two dogs (not more than 10 feet) was not enough, and he would have to give him more money for him to get their luggage. Never mind that my husband and I were well aware that the $3 dollars was on this day a low tip, and we're prepared to give him more money (just not in front of my elderly parents), but then he shoved money at him, and told him to get his dogs inside the best way he can.

When I got home, I did try to contact the general manager of United Airlines, Jim **, but I have not received a call back from the several messages I have left him. Also, I did not note that the cost of the non-stop flight was considerably higher than the cost of the flights they were put on, but there was no mention of compensation for that loss of money. So, I was out the difference of the flights, hotel stay, gas expense for the travel back and forth to the airport and the hotel two times, and food cost because after being at the airport for six hours, there was no way we were going to wait for gate passes to get my parents a $10 dollar meal and the unacceptable stress that was put on my family, as well as the worthless supervisor, Rodney ** horrible customer service and the total disrespect of my parents by a skycap that should have been scrubbing toilets, if he is allowed to continue employment at Charlotte International Airport.

My office booked me a flight to Baltimore. I needed to cancel so I did so in advance and was told, since there is another passenger, that I couldn't cancel my flight until the other passenger flew the flight. The UA lady then said that since I am canceling the flight that there is a $150.00 penalty fee for canceling.

This is the second time that UA did this. The first time, I had to cancel due to an emergency and they didn't care. They took my ticket that cost me $900 and told me that the ticket is only worth $300 and I would also have to pay $150 fee to use it.

United employs thieves. United employs thieves.

Online, I booked a reservation using both frequent flyer miles and money to keep the price as low as possible. When I tried to pay online, I kept getting an error message. I called United and a very nice agent helped me to pay for my tickets and told me he'd email me my receipt. I was surprised when I received 3 separate receipts in my inbox -1 for the tickets, 1 for the $50 booking for using the phone and 1 for a $150 "close in" fee. I immediately called customer service, where the agent credited the $50 fee, but told me that the "close-in fee was cascaded to you in an email, so that can't be refunded."

I certainly didn't see the email, there was no warning on the web site, and the agent failed to tell me about this fee. Ironic, because my schedule was flexible and would have moved my travel dates so as not to be charged 20% extra to travel on United.

I sent an email to United customer service and I never heard back. Guess they don't read their emails either. Sent a letter, got a letter in return saying, "sorry, hope you have a better experience with us in the future." Just received an email, telling me that "you would have gotten a pop up advising you of the $150 fee and while unable to refund your money, I am attaching 2 electronic travel certificates, " but there was no attachment.

When any other company charges my credit card without my prior consent, that is considered an "unauthorized transaction". Why is United allowed to make unauthorized transactions on their customer's credit card accounts?

The first agent was incapable of giving me a window or aisle seat, although, I made my reservation one full month ahead and was very flexible as far as dates. The second agent lied to me and assigned a fake seat, perhaps just to please me. Then, I realized that no seat was assigned to me! A company that lies to its customers is doomed to failure. Can anyone give me other options?

I will never fly United again, even if it saves me money. My flight to Dulles was delayed and having a tight connection, I checked with the counter who told me that 20 minutes between flights is plenty of time and that even she, who had a five-year old, had managed to navigate between terminals within five minutes. Well, she must have been superman because it took me at least 15 minutes to wait to get off the plane, and then literally run from the gate to the sky train, and finally, to my other gate.

Needless to say, I missed the flight because the flight decided to take off early. Well, thank you very much United for not giving a second thought about your passengers who experienced a delay. What is possibly the most appalling is the staff. It is very obvious they care nothing for their customers and will go out of their way to minimize work for themselves. No wonder U.S. airlines are going bust. Who would want to be treated like they owe the employees a favor? It was obvious that the employee just told me that I could make it for the flight because she was too lazy to find me an alternative and just wanted me to go away.

Also, when I got to Dulles, the United club lounge is possibly the worst lounge ever. They might as well just put a dummy to man the counter because that is exactly what the counter staff are. The lady just kept saying that she was not supposed to be working there so she knew nothing. Gee, thanks. Right now, my 5:30 flight has been delayed to 7:20 and then, to 7:33 and then, now, to 7:45. No reason was given; we just had to accept it. My two-hour trip has taken me 12 hours, and counting. Talk about flying in the stone ages. I could have driven to Albany by now.

On 08 Sept 11, I arrived at the Medford, Oregon airport one hour prior to departure time. With just one agent at the counter, people waiting to be checked in, five people in front of me and two passengers who were delayed checking in, time was running short. Then, another agent was finally brought in. I was next in line and I was told that my suitcase was overweight for, I was thinking, 2 or 3 lbs. I needed a credit card for the extra fee and I needed to hurry as I still had to go through security. I am an elderly short woman and I had to practically run to the tarmac. I never had the chance to transfer the contents from my suitcase to my carry on. I will not fly with United again.

I was having trouble purchasing a ticket online. I contacted UAL and the agent said she would ticket the flight and she would not charge the usual $25. Next day, the price of the flight and the $25 fee was on my credit card. I contacted UAL and they said to use their refund site. There was no place to file a refund request for an agent refund. I contacted UAL supervisor and she said UAL would automatically refund the fee in 7-10 business days as it was in the agent's notes with the reservation.

The refund has not occurred 14 business days later. This is the second time UAL has done this to me. I don't trust them at all anymore. Give them your credit card and they can overcharge what they quote you and then they will force you to try to get it refunded. It's a real trial and I think most people give up. Even if they refund, it's months later so they keep your money without paying any penalty for their wrongdoing. United, are you pulling a scam on people? At $25 a ticket, you're pocketing a lot of cash illegally. They know few people have the time to complain. Shame on them, using a name that plays on our democracy.

We have spent a lot of time thinking about the right words to use to describe our recent experience with United Airlines. One word continues to bubble to the top: Appalling.

On June 17, our attempted United flight (#0930) from San Francisco to London has been cancelled due to a global computer breakdown on United Airlines. This has left our family angry, incredulous and certain that the way in which they treated us and other passengers has significantly undermined their brand integrity.

We expect to be properly compensated for this experience, which I consider a breakdown of nearly every facet of United Airlines' business. But first, let me briefly recount our experience as this information in this letter should be read and shared across their company, particularly given that, in your own words, "United is committed to continuous improvement and achieving success."

Earlier this year, our family (which includes our 7-year-old son), booked a non-stop flight on United from San Francisco to London for our dream vacation. It would be our first trip to England. We spent more than $5,700 for the non-stop round-trip flight, which included a pricey upgrade to their Economy Plus seats.

While it would have been much cheaper to fly and make a one stop (Sun Country Airlines, for instance, was offering a $1,000 per person round-trip fare), we decided to pay extra to travel United for the convenience of NOT stopping along the way, thereby getting to London quickly (anyone travelling with a young child can understand that decision). The Economy Plus seating was a large, extra sum as well, $297, and we made this decision after some debate.

At 5:15 p.m., we arrived in San Francisco to make our 7:15 p.m. flight; however, we were informed that their computers were all down. We are told that they had no idea when they would be back up (a single employee was dispatched to inform us, via walking through the increasingly frustrated crowds, to verbally update people, without the assistance of a bullhorn or microphone). The information was mostly useless and it was mostly left to the passengers to trickle down the information.

For five hours in that line, we waited with our luggage. There were more than 1,000 others in line with us. It was only at the 3 hour-30-minute mark that they begrudgingly offered water and Oreos, the latter of which wasn't really a favor.

Finally, their system went back up at 10:15 p.m. and, finally, United crew and passengers scrambled to board our flight to beat the FAA restrictions around the flight crews daily working hours. Passengers beat this deadline with one minute to spare. We were all seated, finally, and ready for our trip.

Apparently, we waited because their crew did not load the luggage in time. Then, the captain announced that the crew was missing a key flight document. Nonetheless, finally, we were told that we'd be taking off shortly. So we waited more.

A little after midnight, they cancelled the flight. Imagine the anger and disappointment. Really, imagine it. Even worse, we were stuck on the plane for an additional hour layering insult to injury because of their incompetence. Because apparently, United could not find someone to open the plane door. Yes, you read that right.

The day continues and when we were finally allowed to disembark the plane at 1:30 a.m., there were two police officers waiting by the jets door to be on the lookout, I assume, unruly passengers - there were just as many police officers as there were United staff members to book new tickets for the several international flights that were cancelled that night. There was no need for the police. The passengers here, having gone through this horrific experience, were models of professionalism. But, again, they put their airline squarely and firmly ahead of any feelings they had for their inconvenienced travellers.

At 1:50 a.m., a United employee told everyone that we would need to wait until 3 a.m. to get our luggage back. No one was offered a hotel. They did not broach this topic with us. We were not offered transportation to a hotel. We were not offered any vouchers. We were only told that, because the flight was officially cancelled, we would have the benefit of not incurring a fee for changing our flight plans. Um, some benefit. "Are you ** kidding me?" was the shared reaction among passengers.

Then, amazingly, things got even worse. We waited until 3:45 a.m. for luggage that never came. Their barebones, helpless staff at that point meant that we'd get no answers for anything. Angry, tired and with our 7-year-old limp in our arms, we left WITHOUT our luggage, spending our own money on a cab to get home. We had taken public transportation to the airport, but it wasn't operating in those wee hours of the morning. We arrived home at 5 a.m. about the time our initial flight should have landed in London.

There was no sleep for us. We had to set about contacting our hotel in England, being informed we would still need to pay for that night, and the next one, even though we were still in the United States. We had to contact our rental car agency, being informed the special discount we had received for reserving our car for a week would no longer apply as we would now be there for less than 7 days. We had to find a new flight spending a total of three hours on hold with United only to NOT get a live, breathing human on the phone. We had to find our luggage, contacting baggage support and telling them our story.

This is when United customer service practices become especially appalling. My wife is a cancer survivor, and her anti-cancer medication was in her suitcase. When she explained that to a baggage support team member, she was informed that the luggage was being held and was earmarked for London and they couldn't return it. Yes, you read that correctly.

Now take a moment to put yourself in this position, from the moment we had arrived at San Francisco airport, to now being told that our luggage may be going to London but not us. So, not surprisingly, my wife cried. Pointing out the need to have her cancer medication, she was told by an unhelpful staff that, while they understood the situation, they couldn't guarantee they could return it to her that day, even though our luggage HAD NEVER LEFT San Francisco. And here's the kicker: She was told that if United were to deliver the luggage to us, they would charge us for that convenience. The manager, however, was the first and only United employee throughout this harrowing odyssey to offer us anything more than an Oreo cookie and vague communications commitments. He said he would give us one $50 voucher for our troubles. PLEASE. Getting our luggage returned to us would have cost more than that!

So take a moment to think about what we experienced with United to this point. Think about their history of getting planes off the ground and in the air and servicing passengers and accounting for travel disruptions and unanticipated issues. Think about their actions. Think about every step of this experience and what it means to their brand.

Like others, we ultimately were left with no choice but to carry out our own research as no one at United would help us, and we identified a flight on a competing carrier that would leave Sunday, meaning we would, at a minimum, lose two days of our trip.

In other words, we are holding THEM accountable for our family being unable to see Stonehenge, Salisbury, the Longleat House, Cheddar Gorge, and the cheese factory in Cheddar. Those are experiences we will never get back that we spent months planning for in advance. We explained the situation to British Airways and had them put the tickets on hold. We were told we would need to go through United Airlines to release our tickets (that hadn't been done yet) and to get confirmation that they all would protect us.

So we had to go back to the airport Saturday (a one-hour drive) to retrieve our luggage and navigate the buffoonery of United to book a new flight ultimately, on British Airways. This took more than 3 hours of our time, even though we already had a confirmation of seats on British Airways.

Over the course of this awful experience, a number of themes clearly emerged: United, a global carrier, had absolutely no backup logistical plans in place after the global computer breakdown. Given the number of delays and cancelations in past years due to blizzards and even volcanic eruptions, this is mind boggling. United communication practices were abhorrent, lacking specifics, transparency and respect. United customer service was indifferent to this unprecedented failure on behalf of its passengers.

In short, we expect far more from their brand given their long history of navigating the myriad issues and topics I have outlined and recounted in this letter. We expect far more from an airline that charged us more than $5,700 as well as the other expenses we personally had to incur due to their incompetence and indifference.

This includes: Economy Plus airfare (we paid $297 for this service, but did not get it on our British Airways ticket) and we expect them to reimburse us for this.

We expect to be reimbursed for our transportation to and from the airport for the June 17 flight that was cancelled - $20 for a taxi ride to the Bart train; $33 for the Bart train; $30 for the taxi to a relative's home early Saturday morning. They saved United money by driving us the rest of the way home.

We expect to be reimbursed for the expenses associated with going back to the airport on June 18 to retrieve our luggage and get booked on a new flight: a $5 bridge toll, and $20 for short-term parking.

We expect them to cover the first two nights of the hotel we had booked in England that we lost because they were unable to get us to London on our time plan.

As passengers, we had zero options as part of this experience. Because their computer system was down, they couldn't release our flight. When the system was back up at 10:15, although a reasonable airline would recognize the flight needed to be cancelled and they needed to protect the passengers, they did not do so. This is especially frustrating that the Sun Country Airlines flight to Minnesota for a connection to London had not left yet. They also held our luggage hostage, taking it from us and saying that they would charge us to get it back. In this highly competitive environment for airlines, where margins are low and fuel costs are high, they simply cannot forget, or overlook, the importance of stellar customer service. And they have failed us and many others.

I look forward to their prompt, careful response to this letter and to learn how they will maintain the brand standards they purport to have. How are they going to take care of this family? We have lost a lot of respect for their brand and, as they assess and verify our experience and come up with some viable options for us, I expect them to share this letter with as many leaders at United as they can.

As their own customer commitment says: "Our goal is to make every flight a positive experience for our customers."

Clearly, they failed us.

When I changed the day on the United leg of my trip, United not only charged me $175 but also cancelled my flight home on US Airways. They refused to do anything about it and left me stranded in Sacramento with no ticket and no option but to buy another ticket home. What happened resulted to tears, anger, loss of money, and the need to fly on standby.

I am unable to log into my account to redeem miles that were about to expire. I tried contacting them through various means and had to settle on emailing them, which generated an automated email reply. It's been over 40 days and no reply. I called into their customer service (9/9/11) for assistance to reinstate the miles and they wouldn't without having me spend another $75 to buy more miles! The original miles were earned. Why would I want to purchase more miles to use the miles that I previously earned? The supervisor, Rick **, was difficult and unreasonable. He kept quoting their service times when I already told him that's what I tried first before having to resort to email. And even then, there was no response! 5000+ points is not worth another painful conversation with United's customer support.

United flight #6165 on 08/7/11 was canceled 2 hours after original departure time. A hotel was booked for 08/27/11, which we were not able to keep but have been billed for. The cancellation was not due to weather, but rather a flight attendant becoming ill.

I was traveling with my boyfriend to Denver Colorado to participate in a bike race to qualify for UCI sanctioned Masters National World Championships. We traveled with our bicycles. The baggage fees, round trip, were $960 dollars. This fee was more than double our airfare and more than the cost of an international round-trip airfare.

United indicated the reason for the outrageous fees was partially due to special handling for the bicycles. The bicycles wouldn't fit on the baggage belts or on the carousels for luggage upon arrival to the airport. The bicycles arrived via the baggage carousel. The bike carrier was damaged.

The primary issue is the "highway robbery" fees for traveling with bicycles. These fees are based on "special handling". The fees charged are just another way to gain money and are not based on anything other than another way for United to "milk the customer". The fees discourage anyone from traveling with bicycles. These fees are discriminatory against individuals traveling with bicycles. No other "sport luggage" is charged such outrageous fees.

My name is Erinlee ** with United Member Number: **. I have been a frequent flyer with your company since 2007. I have acquired roughly 66,000 frequent flyer miles with your company. I have been planning since March to fly over to Buffalo, NY to see a school friend to surprise her for her wedding day. Only her mom, dad and sister know that I am coming to make the surprise even more special. I have been in contact with your reservations desk a numerous times since March to April. I was told that as I had so many frequently flyer miles, it was probably best to purchase the remaining 14,000 miles to get the round trip (80,000 miles is what is needed for that trip).

Since purchasing the remaining miles, I have had difficulties with the reservations desk saying that there are no seats available. Then, upon calling again, that I would have to wait until the end of August to see if there was any open seat. I called again at a later date just to inquire (as a full paying customer) and I was advised that there was still plenty of seats. As you can imagine, I was so surprised as to why I was having such difficulties booking a seat with my miles.

So, I called back yesterday and had minimal luck getting an easy flight from Melbourne, Australia to Buffalo, New York, between the 12th and the 25th of October, having to stop over at LA for a night, and stopping to two other avenues before reaching Buffalo. I have never had such a hard and more frustrating experience trying to book a flight with your airline.

As a frequently flyer and someone who has used and loved your service, I am very disappointed with the lack of help and with the customer service on the phone. I would like this to be passed on to whom ever it may concern, as I am understandably angry and frustrated at this process. I would like a better avenue to book and utilize my earned miles to get a better flight as there seems to be many seats and direct avenues to get to my destination.

I have had the worst ever flying experience with United Airlines today.

I have been traveling for 10 hours now. I was supposed to go to Providence from Pittsburgh and I had a connecting flight in Dulles. Not only the first flight was over an hour delayed, we get to Dulles and then from Dulles. First, the flight was delayed for two hours and then they put us on the plane and made us sit on tarmac for two hours. Finally, they cancelled the flight citing weather as the reason.

After they cancelled the flight, the in-flight crew or the pilot had no courtesy to actually mention what to do about getting on next plane, or who to talk to.

To make matters worse, there was no gate agent to help with anything. When I called United, first they made it difficult to call them by not providing a number any where obviously on their webpage. Finally after 25 minutes of holding, I get a customer service agent somewhere in India because of outsourcing, who is of no help.

I know I am never going to fly with United just because of their customer service.

I flew on a first class flight operated by United Airlines from London, UK, through Chicago O'Hare and into Winnipeg, Canada. My bags did not arrive on schedule--which is a normal occurrence (especially for United)--and although annoying, it isn't the end of the world. The reason why I am writing though, is once my bags finally arrived, they had been opened and items had been stolen out of my bags (iPod, gifts, cologne, etc. - valued around $1,000).

Trying to get any sort of compensation from United was an absolute nightmare. The only way to contact them about any baggage issues is to call their baggage help line where you will be transferred to agents from the Philippines or India. They cannot speak to the claims department. They cannot provide you information on how to contact the claims department. And they can't send messages to the claims department to get information on my claim.

I would be placed on hold for long periods of time (longest being about 30 minutes) and I would be told different information each time I called. At one point, an agent told me that my claim had been denied, and then back tracked and told me that he was reading the wrong claim! The agents have no ability to help the customer. They are just a middle department, with no authority, no decision-making ability, and a hope of trying to frustrate the customer enough that they don't pursue the money that is owed to them by United.

This is all without even mentioning the fact that baggage handlers (the people who are responsible for what gets put onto airplanes for the safety of the airlines) have opened up my bags and stolen items from them, with no consequences from United and with no consequences from the police (although a police report was filed in Canada).

United is a bunch of crooks.

Me and my wife Christine ** flew into Dules airport from Albuquerque NM going to Pittsburg. When we arrived, they informed us that our flight to Pittsburg has been cancelled. We had to wait ten hours for another flight. I talked with them about connecting use to Pittsburg by another flight. We didn't receive meal vouchers, hotel or any services. This was a two-day business trip which was ruined by our late arrival.

We had to spend $162.00 on a hotel; $142.00 on a cab; $43.00 on food and a shuttle to bring us to our destination after arriving at Pittsburg, 12 hours late at a cost of $200.00. I feel that there is a need for a reimbursement like free travel vouchers etc.

As a preface to my complaint, I want to say that I am an American citizen and my wife is a Singaporean citizen and a permanent resident in the United States. My wife also has a rare immunological disease that has left her with severely impaired vision and great difficulty walking. Stress and her immunological disease do not go well together. In fact, undue stress can put her at risk of a flare-up of her disease that can completely cripple and/or blind her overnight. This is what I had in my mind the entire time during my experience with United Airlines.

My wife and I were booked on United Airlines Flight 804 that was scheduled to fly out of Singapore's Changi International Airport on at 7:00am on August 14, 2011. It was supposed to go to Tokyo.

We showed up at 5:00am (with family to see us off) only to learn that our flight had been cancelled at the last minute. There were many frustrated passengers already there who were waiting in line and milling around, trying to figure out why a flight that was confirmed as being on schedule at 4:30 am was suddenly cancelled. We waited over an hour before someone (not a United Airlines staff member) had the courage to confirm to all of the passengers that the flight had been cancelled and that there would be no more flights out that day. We, ourselves, were only told many hours later that we had been re-booked onto a Flight 546 with China Eastern Airlines to Shanghai in Communist China on Monday morning. There would be no other flights out until Tuesday.

We were rebooked without having any opportunity to talk with someone about our travel needs. Also, we were not booked to any one of a number of other airports (Taipei, Tokyo, Manila, Hong Kong, even London, etc.). No, we were booked on a flight to Communist China on an airline that is not even a partner of UA.

Rather than making a big deal about it, we tried to go with the flow and make the best of the situation. We checked in with CEA the next morning and were told specifically by the CEA agent that we would not need to do anything with our luggage in Shanghai (I asked specifically about this) because United would transfer our luggage automatically to United Flight 878 out of Shanghai to Los Angeles. The agent did clarify, however, that we would need to collect our luggage and go through customs in LA. The window for our connection to Chicago = 90 minutes - tight but doable.

We had trouble with Shanghai security over my wife's passport and because of the kind of tickets we were issued by China Eastern Airlines that caused them to question why we were in Shanghai. This is in Communist China and we do not speak Chinese. At this point, we had yet to speak to any United Airlines staff member.

After making it through security (the first time!), we made it to a different terminal where we manage to find the UA ticket counter. I walked up to what looked like a United Airlines Information ticket, and I waited for half an hour while 4 agents dealt with one person about an issue being discussed in Chinese. When that conversation concluded, I waited another 10 minutes for someone to finally ask me in broken English, "What are you doing here?" (I am the only one in line.) I explained that I would like to confirm what is going to happen to my luggage. I was told to come back half an hour when open check in begins for Flight 878. Nobody can answer my question until then.

We waited and half an hour later, we got into a long line waiting to check in at the main UA ticket counters. The line was moving very slowly, and I told my wife that I am very concerned now about our luggage, so I left that line to go back to the UA ticket information booth. I was told if I have a complaint, I can send an email to UA Customer Relations. I confirmed that I don't have a complaint; all I have is a simple question! I was told again about United Airlines Customer Relations. I have to stress very strongly, "I want to talk to a UA representative right now about what to do with my luggage because my 5 hour layover is getting very short!"

Eventually, I was able to talk to a UA supervisor, Connie **, who told me that I was given the wrong information in Singapore and that we would have go back to baggage claim to collect our baggage, go through customs and security (again), and then check in with the other passengers. So we rushed back to the other terminal and of course, found our baggage in a holding area an, and we had to wait in another line to claim it.

We only managed to make it to our Flight 878 at the final, final call. We were the last people on the plane. I was sweating bullets and my wife was exhausted. We didn't have time to ask for a wheel chair or any other kind of assistance.

Our Flight 878 was 45 minutes late getting into LAX, and so we had only 45 minutes to collect our baggage, go through security and customs and make it to our connecting flight. We were once again the last people on the plane. Once again, we are sweating bullets and by now both my wife and I are exhausted.

Once we were on the plane the lead stewardess sees our condition and asks if we would like to make arrangements for a wheel chair in Chicago. I told her that Chicago was home and we would have family waiting there, but thanked her anyway. She replied, "Good, because it would have been hard to find something at that hour anyway."

After we landed at O'hare airport after midnight, we went to the baggage claim to collect our baggage, only to find that it would take United Airlines 45 minutes to start the carousel moving while 3 United Airlines agents in baggage claim tried to find out why it was taking so long to get the baggage from the cargo hold to baggage claim. This was a fitting end to a terrible and stressful trip. If I were alone, I might have considered it an interesting adventure, but I was with my handicapped wife and we were almost delayed in Communist China!

I have subsequently learned from United reservations that United Flight 804 was supposed to have originated in Tokyo and according to UA's own records that flight from Tokyo was cancelled the night before. They knew there was issue at least the night before the morning of the cancellation.

I have also learned subsequently from this very Consumer Affairs website that this very same thing happened to Flight 804 from Singapore on July 31, 2011, just 2 weeks before our own experience.

Our original flight was cancelled at 5:00 am on August 14 (Singapore time). As I write this, it is 7:44 am on August 19 (Chicago time) and while I have managed to talk to several people in reservations along the way, I still have yet to be able to talk to anyone from United Airlines Customer Relations. I sent two emails saying they were backlogged and would get to me when they could. I am still waiting.

For our trouble, United (via a reservation agent) offered us "maximum compensation" for our trouble via what they call "Friendship Kits."

Our compensation? More miles and/or discounts on future United Airlines flights. Are you kidding me?

My daughter was flying from San Francisco on August 15, flight 847. The flight got delayed two hours. She was supposed to catch a connecting flight (5998) to Roanoke, which she missed. She is under 18, she cannot check in into a hotel by herself, she cannot get a cab.

I drove to DC from Lynchburg, VA after work (3.5 hours) to pick her up. Her flight arrived at 11:53, we were there until 1:30 a.m. We were told that since her luggage was supposed to go to Roanoke, it will take a while to get her luggage at Dulles.

When it was 1:30 a.m., I went back to inquire about the luggage. A very rude crew member told me that the luggage was not yet at the staging area. It was time for shift change and he was unsure when the luggage would be there. He informed me that I should let the luggage to go to Roanoke and have them mail it to me. At that point he gave me an 800 number to call.

We left the airport and drove to my cousin's home. On the morning of 16th, I called the 800 number. I was told on the phone that the luggage will go to Roanoke and he put a request in to get it mailed to me. I called the 800 number again at 3:15 p.m. I was told by Raj that the luggage was checked in to the 2 p.m. flight to Roanoke. He said he cannot file a claim for mailing the luggage to me since my daughter did not complete the trip. He suggested that I go to Roanoke (1.5 hour drive from Lynchburg, VA) to pick up the luggage.

I purchased a ticket on United Airlines on June 23 for a round trip flight from London (LHR) to San Francisco (SFO). I had no trouble getting on my flight out of London on July 29, but when I tried to get my return flight back to London, United told me that my ticket had been revoked due to credit fraud. I used a debit card to pay for my flight and have my bank statement to prove that the funds I used have already been withdrawn from my account and are in the hands of United.

After speaking with several United staff members over several hours (including a trip to the airport), I encountered only two who were willing to help, but unfortunately I've been told that United's Fraud Department is unwilling to release my ticket even though I have proof from my bank that I paid for it.

They are doing this on the grounds that when they called my grandmother's house (I am currently studying abroad and use my grandmother's address on all my bank statements) to verify the transaction, she did not approve it. Whatever the conversation was between the United Fraud Department and my grandmother, I am certain that she did not understand what they were asking her and so denied the charges.

If a child had answered the phone and refused to verify charges made by a different member of the household, would United take that young person's word as truth? If I was not available to speak with, considering I had purchased a flight from London to San Francisco that left on the previous day, why would United take the word of someone at the house who is not me?

I was unable to make it to my brother's funeral in Liberia, thanks to United Airline's constant "mechanical" failures. The flight out of San Francisco (UA 906) on 8/13/11 was delayed due to mechanical failure, causing me to miss the connecting flight to Brussels. The next day, the flight to Brussels (972) was again delayed because of mechanical failure. Thanks to United. I missed 2 days of the funeral. I will never fly this airline again!

Rude service from customer service director (Mr. Sher **) of United Airline at SFO airport. Apparently, although my check-in was delayed due to inappropriate service of United Airline agents, they refused to take responsibility and tried to charge me more from results of my rescheduled flight.

We arrived at SFO two hours earlier than check-in time. I knew we had to see the agent at the counter since my flight is going to Canada (international flight), but the United Air agent guided us to the line for self check-ins. After wasting 30 minutes there, we were directed to the line for the agent counter. Although we still had 1.5 hours till departure, we got nervous since the line was never shorten. Finally, another United Air agent showed up and called passengers who needed immediate boarding. In that way, 6 to 8 group of people (whose departure time was 10~20 minutes earlier than us) behind us were picked up for faster check-in process (which means our turn was further delayed). Finally, we got the agent counter, but the agent said we were 2 minutes late from the cutline to check-in for Canada (they said we had to do it 1-hour before departure to Canada without exception). Later, we realized the 6 to 8 people behind us who were picked up were traveling within the US, so we WERE the one who needed the real emergency (another misguidance by the agent).

We could not board the original flight due to "2 minutes late to check-in", which we believe was caused by the United Airline agents. Because of that: 1) We could not leave for the vacation on that day (one day delayed since all flights were full on that day), 2) we've wasted prepaid hotel charges (two rooms for our group of 6 people) and 3) we had to shorten our trip by missing many points at our destination.

Well, things already happened and nobody can change that. Now, we wanted to minimize our damage to retrieve our point #3 above by changing our returning flight by one day later than schedule (to keep our original 4 days trip), since our beginning departure was one day delayed. So, we asked for change on returning flight by one day. Surprisingly, it was refused and I was told to pay $150 per person ($750 total) for a schedule change!

All check-in regulation (1 hour window requirement for Canada flight) cannot be controlled, but we think the United Air should handle our case more generously since all of these happened due to misguidance of their agents (we didn't even mention our loss on the hotel #1!). Later, their service director (his name is Sher **) came and showed very rude behavior. Finally, he said go home since there is nothing they're willing to do, and feel free to file complaints by showing his name proudly. I was very surprised at his attitude on handling their customer's concern and to try to make money using our situation. I wonder how he could manage it as a supervisor and why the United Air keeps him in that position.

I planned a red-eye trip from Reno, NV to Toronto, Canada to see my sick mother who's a has just had a cancer surgery. I wanted to get to Toronto early so I can spend a whole more day with her. When I got to the Reno airport, passed security sitting waiting for the flight, I noticed that it has been delayed and people lined up to see what happens to them. Needless to say I did the same. The flight outbound to SFO 5530 was delayed by 2 hours supposedly because of fog in SFO. I got to the counter after long wait asked if then put me a different flight since my connection to Chicago would have been left an our before we could have arrived after 2 hour delay.

The lady put me on the next flight 544 which in a perfect world would have given 9 minutes (yes NINE minutes) to catch the next flight. I asked if I can go a different flight next day, she insisted that I can catch. I called united and I was told that because I was checked in they cannot do anything I needed to talk to the counter. I talked to them told them there's not enough time to catch the flight and she insisted that I be OK. I went to the plan and came back and asked if she can put me on the next flight from Denver to Toronto, she said because my last leg was with American not United she couldn't. I took the flight and needless to say we got in late! too late for my even late connection. So I had to rush to very next flight and with some miracle get on the delayed flight to Chicago which of course caused me to loose my connection to Toronto.

I arrived at YYZ around 1 pm exactly six hours later than I should have. Had they let me come on the next day I would gotten there only three hours later. But this is not what maddens me. Because of the stress and all the sick passenger, I got cold/flu, so not only I lost the day in between flights but I lost my day with my mother and I got sick so instead me taking care of her, she ended up taking care of me. It used to be that these a..holes in the airlines only jerk you around when you were en route but now they intentionally mess up your flight plans from the Origin! Now what do you think should be the punishment deserving this crime?

Hi, my name is Ben **. I'm a United Mileage Plus member with # **.

This specifically concerns UA Flight 804 out of Singapore to Japan on Sunday, July 24. The flight was canceled and I was left to fend for myself along with 300 other passengers. The next flight out with United wasn't available until Tuesday, so I had to scramble to find a flight on my own 7 hours later with Singapore Airlines.

The resulting delay in my arrival ruined my schedule for the afternoon and evening of July 24th. It also ruined my work day on July 25th as I got in on the morning of the 25th. I run an office here and couldn't afford the lost time I suffered with the missed flight.

Furthermore, my girlfriend's baggage was lost on Flight 803 coming into Singapore on July 15th. And to top things off, as she returned to GSP on July 24th from Singapore, we had an ongoing nightmare since United managed to lose her luggage again. She didn't receive it until 72 hours later, after spending more than 5 hours on the phone over 3 days.

In short, United Airlines single-handedly ruined our vacation to Singapore. It was a big annoyance on the front end of the vacation with the delayed bag. Then, it was despicable customer service given the 2 big issues we had coming back after a nice vacation, and I've been shocked at how poorly the overall situations were handled on the back-end for me and my girlfriend.

I seek at least 2 times the cost of the vacation for us, since they ruined it, and have not (1) Had the Compensation Department call my girlfriend within 24 hours of baggage delivery as they promised they would. (2) Answered my complaint email that I sent to Customer Service (they would not give me an actual person to speak to).

The cost of our vacation was $5,000. I'd like at least $10,000, but if I could settle it in small claims court for $7,500 I would.

What would be the best route to take? I'm just appalled that their response has been so bad, and I hope they're not treating everyone they deal with like this. The foreign carriers treat people much better than this, so it's an embarrassment for the US for this large company to act in this way.

Ben **, MBA

My family and I got to the airport and we boarded the plane. After a while, we have been told that there is an electronic problem, and the plane cannot take off just yet. So, we had to wait for more than an hour before moving.

When we got to Washington DC Airport, we have been told that our flight to London has taken off already. The customer service then told us to head to another gate. At that gate the lady checked the system, and told me that we were transferred to another flight, but that plane has already closed the door, and there is no point going to the gate.

I went back to the customer service section and waited until they booked me for a flight on the next day. I spoke with them, and tried to explain to these people that I am with a wife and a three-week old child.

We have not prepared for an extra day; with a monstrous ticket price I paid (which meant I don't have much money left on me to buy but a pint of formula milk and some purified water). After sometime, they gave me a courtesy reservation in a hotel.

The next day, we went to the airport, boarded and waited for more than three hours sitting in the airplane and then were told that the plane is broken. So back to our old friends, the customer service, who without hesitation transferred us to yet another flight, and another day. As gracious as ever, they gave me a courtesy reservation in another hotel that was much worse than the first.

The next day, they transferred me to a flight to Dubai. This time we took off, but by the time we got to Dubai (and had to wait for more than five hours), my child got very sick and she didn't get enough care because we were in an airport. She is just an infant. The airport people thankfully called a doctor, and after a while gave her a medicine that calmed her until we got to Dammam Airport.

When we got our luggage in Dammam, we found some of them are broken or torn, and some of our stuffs inside them were missing.

The United Airlines website does not tell you that the flight between DC and Boston is operated by US Air, nor does it indicate that in addition to the fare, there is a $25 charge for the first bag. They're not being up front about both of these is deceptive.

In December of 2010, I purchased two roundtrip tickets to Chicago/London, for June-July of 2011. I selected seats, including economy plus seats for the return flight. Upon arrival at Heathrow to return to Chicago, my seats had been changed from the ones I had selected and paid for seven months in advance. Instead of a window and aisle, we were now in the middle seats, one in front of the other. The explanation was that it was changed on May 7 (in other words no real reason at all). The woman at check-in told us to talk to the people at the gate.

Anyone who has been to Heathrow knows that the gate is not even announced or open, until an hour before departure. We raced to the gate upon announcement. We were told there was nothing that can be done because our original seats were already occupied. They couldn't even give us two seats together. Their suggestion was to board and ask someone to move. No service whatsoever. I applied for a refund for the economy plus, but was told that the seats we received were economy plus. I will never fly United Airlines again.

I was booked on United Airlines # 869, departing SFO on June 29, 2011 for Hong Kong. The flight did not depart as scheduled due to mechanical problems. It was discovered after all passengers were onboard, and ready for departure. The other passengers and I sat on United Airlines # 869 for over an hour before we were instructed to disembark. I was rebooked by the United Airlines premier executive counter staff for another flight; which would have required me to fly from SFO to Shanghai, spend one night in Shanghai before boarding another flight the next morning for Hong Kong.This would have resulted in my arrival for a crucial meeting in Hong Kong a day late, but at least would have brought me there. Much to my amazement, this rebooked flight was canceled. Subsequently, I had to endure an entire day stranded in SFO with the dilemma of either waiting to fly out on United Airlines # 869 the following day, or waiting until Cathay Pacific's ticket counter opened later in the evening, to see if I could secure a standby seat.

After many frustrating hours in a very surreal situation in SFO, I was able to board the Cathay Pacific flight for Hong Kong. It is a full 12 hours after boarding my original UA flight. Upon arriving in Hong Kong, as if being stuck at SFO for a day and missing some influential meetings wasn't enough, I found my baggage did not arrive, as I was told it would before boarding in SFO. Prior to my checking into the Cathay Pacific flight at SFO, the ticketing agent called down to baggage personnel who said, and I heard myself say, that he had my luggage and was getting it onboard. He even read off my bag number. Without my baggage, I was unable to neither change nor access any of my meeting materials. With an important meeting soon after my arrival since I arrived in Hong Kong much later than planned, I had neither time nor choice, but to go ahead and attend the meeting in the leisure clothes I had stepped off the plane in. This predicament left me in a very embarrassing situation. The attire was unacceptable, as was the flight experience I endured to get to Hong Kong.

My luggage did not arrive in Hong Kong until 8 PM of July 3, 2011. I arrived in Hong Kong 6 AM of July 1, 2011. I checked with United Airlines and Cathay Pacific repeatedly daily and no one seemed to know where my luggage was. I was then informed it has been sitting in SFO.

Here is the chronology of information given:

July 1, 2011 at approximately 5:00 PM PST: Told by United Airlines luggage at SFO. United Airlines asked to have bag transferred to Cathay Pacific flight ASAP, so it would arrive ASAP. United Airlines said they'd try.

July 1, 2011: I tried to access my baggage information online. Tag # ** was unable to access information.

July 1, 2011 at 9:00 PM PST: I called United Airlines again and was informed my bag was placed on UA #869 on July 1, 2011. UA #869 departed at 4:30 PM as per United Airlines agent, but I was told earlier at 5 PM the bag was still sitting in SFO.

July 2, 2011 at 2 AM PST: Cathay Pacific said the bag was still in SFO. This contradicts earlier information given.

July 2, 2011 at 10:00 AM PST: I called Cathay Pacific. I was informed data shows the bag was placed on UA #869 on 6/30/11, and would arrive HKG on 7/2/11 at 11:31 PM.

July 2, 2011: Cathay Pacific supervisor in HKG called. He admits he can't find out what happened to the bag or where it is. No idea if on plane or not.

July 3, 2011 at 5:00 Am PST: The luggage was finally delivered in Hong Kong while the fruits I packed inside rotted. The fruits I packed inside rotted/ smelled horribly and damaged some valuable medicines.

Due to this unacceptable travel nightmare, I had to delay my trip to Beijing until I was finally reunited with my luggage. I did not want to leave Hong Kong until I knew for certain I had my luggage. Moreover, without the meeting materials and information I had in my luggage, the substance of the talks I was to deliver would be greatly hindered, and diminished in significance. The delays cost me financially not just in my having to purchase clothing and items I was without for those days without my belongings, but in my missed opportunities to meet with very important international contacts.

Furthermore, I found the service given by United Airlines in SFO totally UNACCEPTABLE. As a Premier Executive member, with United and Gold Advantage membership with American Airlines, I would say I am a seasoned traveler. Being subjected to delays and cancellation, then again cancellation after being rebooked and having to wait 12 hours later to catch a standby flight, only to find my baggage was lost for few days was surreal. The frustrations, anger and embarrassment of being forced to proceed with meetings in improper attire should not have followed me on this very important trip. During the delays at SFO, passengers were not offered any form of compensation. No food vouchers, travel vouchers, hotel vouchers-- nothing at all. Only bottles of water were all that United Airlines could offer to their "valued" customers.

I demand that this travel horror I had to endure be looked into SERIOUSLY by United Airlines and Cathay Pacific Airlines. However, some reasonable compensation for the great inconveniences I experienced would help to put this past us.

Thank you

Eddie

My luggage did not arrive along with my flight ** yesterday when I arrived in Washington National on July 20, 2011. I filed a baggage claim around 9:30pm on July 20 and I asked them to have my luggage delivered in a nearby hotel as soon as it arrives. I had put the hotel front desk on notice to inform me as soon as the bag got to the hotel. I was told by United that I will be informed by 3am and that I would receive my bag at the hotel by 5am (July 21) at the latest. I needed my bag for critical business meetings starting at 7am. I did not get a call and I had to call United instead (first at 2AM then again at 5AM). I also did not receive my bags despite two additional calls after 5AM. After frantic repeated calls, I was told that the bags were delivered at my hotel front desk at 6am. After the agent hung up the phone, I called the hotel front desk and no bag was received. I'm back on the phone right now asking about my bags.

I am frustrated and deeply disappointed with the service, especially as a longtime United traveler and Executive Premier member, and urge United to take notice of such incidents and handle issues more responsively and promptly. It's 10:30am the following day and I'm still left hanging. I have no idea if I will go with my bags or have to go through this one more time.

On Tuesday July 19th, I had a flight schedule to leave from LMT (Klamath Falls, OR) at 6:09pm to SFO (San Francisco, CA) on United Flight 6269.

I come up to Klamath Falls once a month on this flight for business. This flight is a small plane which never has more than 10 passengers since I have been on it.

On Tuesday, I arrived at the airport at 5:30pm. I had no luggage to check in as I never brought one ever since. I was told by the United agent that I would not be allowed to board the flight because I did not arrive one hour before the departure schedule. I explained that ever since I have flown this flight, it has never been on time. I have waited at the airport up to 2-3 hours before. Besides, I had no luggage to check in and all the passengers were still waiting. I argued with the lady for 20 minutes and then she threatened to arrest me. I told her I needed to be on the flight because I have to give my wife injections for her medical condition by 10pm that same day. Since the passengers were boarding and I already cleared security, I could not think why they would not let me on. She refused to let me board. I watched all the passengers get on.

I requested to speak to TSA who said they had no authority over the matter. I once again pleaded, I said that my wife has a medical condition and that I needed to be back in SFO to give her the injections. They refused to listen. I even called my wife and they would not speak or listen to her. I watched the plane took off and no one at United was willing to help.

Finally after the flight left, the lady at the counter said that I could drive to Medford (1.5 hours away) and catch the flight around 9pm and be in SFO at 10:40pm. What was the point? On top of it, she made me pay extra. Why didn't they just let me on the flight I was supposed to be on?

I have had a bad experience with United once before and never complained. This just tops it! My wife had a medical condition and no one in your staff even had the courtesy to listen. This is the worst airline out there and I cannot stand the horrible and rude staff! It is not about the money, it was about principle. I still do not have any clear idea as to why I was not allowed on that flight. Were the attendants racists? That is what I feel. If I got there 40 mins prior, the flight was not full, had no luggage, and had passed security check point, why was I not allowed on the flight? Forget all that, my wife had a medical issue and I needed to back in SFO.

The next time that I will need to fly from SFO to Klamath Falls. I will do whatever I can to avoid flying United Airlines again. My wife's family owns a hotel construction and management business and they all fly frequently, both domestically and internationally. We will be sure to relay this experience with them as well as to everyone we know to ensure that no one else gets this type of treatment from a business that is supposed to be in service.

It was not even like anyone listened, that's the worst part. I am in the service business and I know how one unhappy and dissatisfied customer can hurt your business. I had more than a valid reason and will provide all medical notes and doctors notes if needed to prove that my wife has a medical condition.

If something happens to my wife because her medication was not given on time due to your staff not allowing me on the flight, I will get the best attorney out there and will sue United.

I flew a United flight from Pittsburgh to San Fransisco on July 10, 2011. I printed my boarding pass, I went through security, I scanned my ticket and I boarded the plane.

Upon arriving in San Fransisco my boss asked me if I could look into taking a later flight out of San Fransisco. I looked at my itinerary online and saw that my flight home on Wednesday had a status of "Cancellation Confirmed".

Having never canceled my return flight I called my travel agent to find out what was going on. I was then told that I "never boarded the plane to San Fransisco". I found that to be funny since I had just crossed the Golden Gate bridge and driven down Lombard Street. She was told to rebook me on a different flight home because they couldn't reopen the ticket. So, we did, for another $361.

Aside from this, really think about what this means. I traveled across the country on a full flight without detection. I made it through security, I boarded and plane and I landed but no one, not even the government, thinks that I did. God forbid I was in a plane crash or a tragic accident here. And what if this happened to a passenger that was on the no fly list? Or wasn't but was up to no good? How scary is it that this type of security breach is a reality...

The next day I was told that I would not receive credit for my flight towards my frequent flier miles. This flight would put me a mere 450 away from Premiere Exec status. I called United.

Customer Service rep #1 told me that "there was no way I was in San Fransisco" and, after I said it made me concerned for national security, said "It shouldn't". I said "I have my boarding pass in my hand. Here, you can hear it if I crinkle it. I sat in seat 10F. I bought a sandwich on the plane and have the credit card proof. Now if I wasn't on the plane, why would I buy Airline food?". She said she was sorry but I wasn't on the plane. After a bit more discussion she put me on hold and got my ticket reopened telling me I could get credit for the flight if I took the flight home as originally scheduled - and canceled. I said "No thank you. I'd like to travel with an airline that will record I was on the plane." Granted she was doing the best she could with the information she had, but I wanted to speak to a supervisor.

The supervisor did nothing for me more than the customer service rep. She looked up my US Air flight that I have returning home and confirmed I was confirmed (duh) and "Is there anything else I can do for you?" I asked if she understood the severity of this situation and she agreed she did. But, there is nothing she can do for me. I asked her who I can talk to to assure me that this isn't normal and perhaps help with retribution for my lost money, reminding her that I have been a loyal passenger since 2004 and had status for many years prior. She said to email the customer complaints department and that is all. I said that I would be reporting this incident to TSA, Consumer Affairs and the Better Business Bureau to which she ok with.

I looked everywhere for a number to contact the complaints department but all that is listed is mail or email.

I'm still appalled that I was "lost" and that our airlines, in a time of heightened security, don't know who is on their plane. I would have hoped that at boarding my ticket wouldn't have scanned or something but it all went through just fine. They call it a "glitch in the system"...I agree, but its also a glitch in their commitment to national security and passenger safety.

I confirmed my seating Friday morning, but had no choice but to upgrade my seating for both legs for an additional cost. I parked at Long Term, took a tram, and arrived at the airport at 6:30 pm for my 8:14 pm flight. It was when I found out that I was bumped from my flight. The ticket person was professional and helpful, but I was rerouted for the next morning at 6:45 am through Denver. I went back to Long Term Parking and paid. I got up at 4:30 that morning and spent the next, almost 3 hours, in a straitjacket-seating. That was the most painful time I have ever had on a plane -- jammed next to an equally uncomfortable teenager. I lost the equivalent of a full day from my July 4th weekend. I will probably never fly with United again.

On May 4th, 2011, I purchased a total of 3 airline tickets, and requested that one be refunded (same day). By May 9th, all three tickets had cleared my bank account (they were debit purchases); and the refund was also posted. Then, on June 15th, 2011, -- without my knowledge or consent -- my personal checking account was charged $694.80 (the price of the ticket/ refund). I have been trying to get my money back from United Airlines since then. I submitted their 'refund request' e-mail, and was told to wait for 7-10 days. Their response was that I had already received a refund on May 9th (separate issue). I sent them another e-mail and faxed them my supporting documents on June 24th.

I have not heard back since. It is July 6th. I have made several phone attempts. I always get disconnected before I get to speak to a manager or supervisor. So, it goes nowhere. I have made several e-mails, and additional 'refund requests' just to see if somebody at United Airlines will fix this. There was not an authorization for this charge; however, my bank needs a police report to 'fix it on their end'. But, my local police station wishes to call this a 'civil' matter -- meaning, I cannot obtain a police report. So, I am forced to deal 'directly' with United Airlines. As I am trying to fix this matter for myself, I wonder why it's okay for a corporation to make a 'mistake' of this nature and ignore it, while the money earns them interest. If I did that to them, it would be theft. I would go to jail -- and they would recover their money.

This flight delay have caused problematic situations for my family. My parents' flight was from SAT to MRY on June 12, 2011 at 7:55pm. The flight was delayed and late for almost 2 hours. By the time they arrived at their one stop in San Francisco, Monterey Airport have already closed.

They had to drive 4 hours from San Francisco to Salinas, CA to complete what was supposed to be a good trip. United knew Monterey Airport is closed and should have come up with resolutions before they left San Antonio 2hrs late.

I tried to stay calm and deal with the situtation to the best of my ability but the service I have received prevent me from having any respect for United as a company. When my parents was in San Francisco, the customer service offered no help and blamed them for being late to my flight. Is United Airline team composed of unintelligent people or they don't communicate with each other to realize San Antonio flight was delayed?

The representative rudely said you can go rent a car to drive home or rent a hotel home to get the early flight at 0800 on the 14Jun2011. They asked will United compensate them by paying the hotel room and they said no because it is their fault for being late. Again, is their team accumulated by brainless high school drop-outs? I'm sorry for being so rude, but obviously I'm very upset.

On the 13June2011, I called customer service to start the refund process and the representative was, well simply, ignorant and rude.

I called and he answered: "How may I help you today."

I said " Hi, I need to get a refund for my ticket."

He said: "What is your confirmation number?"

I replied: "I have two. But the first one is **."

He said: "OK...I found your record on file. You need to start the process on your end."

I ask "...What does that mean?"

He said "You need to process the refund on your end, IT'S VERY SIMPLE."

Wow. Is that how you train your personnel? Give incomplete instructions and try to make the customers feel stupid after a long night of dealing with United unprofessional service?

I admit I got really mad (can you blame me?) and went off on the guy: "IF IT WAS SIMPLE, I WOULDN'T HAVE TO ASK QUESTIONS. SO OBVIOUSLY IT'S NOT SIMPLE. WHAT DO I HAVE TO DO TO GET MY REFUND.

" You have to send an email with the flight information and get your refund."

Why couldn't he just said this straight out from the beginning?

I ask " WHERE would I find this INFORMATION. WHO WOULD I send the email to."

"refunds@united.com"

I said "I want to talk to your manager."

He ask " May I ask the reason for getting a manager?"

I said, in ** attitude and I do apologize but I was verrryyy upset at his attitude " BECAUSE I WANT TO."

"Please give me a second to connect you."

--dial tone dial tone, hangs up--

I know that one, two, three ignorant, disrespectful personnel cannot represent the whole company but I've had a very bad experience. I did not get the proper help to get to my destination or any consolation for my loss and the cause to rent the car to go home. Furthermore, I did not receive the appropriate instructions for my refund when I called. And I'm not even going to start on the accent of the representative. I was born in a different country so I completely understand the language barrier but man, that guy was hard to understand and the attitude did not help. I am very disappointed in United.

I am Active Navy. I am not currently deployed or in any harm way but I still cherish every moment that I do have with my family that's miles away. I never know when my number will be called and my life might be sacrificed. All I ask is United to stop wasting my valuable time and give me the respect I deserve.

In contrast to Lufthansa, who offered hotels, food and refunds to their passengers, United did NOT offer anything and was of no assistance to me at any time in this situation.

I wa also promised refund of all the costs related to alternative transportation to Rzeszow Poland from Frankfurt, Germany. United ticket numer 0162197080423;

On my part I was always very kind and cooperative with United representatives. This time my experience is very negative and very uncaring from United Air. I kindly ask you to assist me in this situation.

I would like to submitt the complet documentation, that I alreqady sent to United Airlines in May 2010.

I redeemed my frequent flier miles on April 2nd, 2011 for a round trip flight originating in Chicago flying to Atlanta on 5/26/11 and returning on 5/31/11. I purchased an "upgrade" to economy plus seating for each leg of the journey for $29.00 each which totals $59.00 USD. I was charged on my credit card. On 5/19/11, I received an email confirming my flight and asking if I would like to upgrade to economy plus seating. I confirmed that my credit card has already been charged.

I contact United Airlines at 800-864-8331 and at first, it is confirmed that yes, I have economy plus seating. When I point out that I have received an email offering an upgrade to economy plus seating, which is clearly an error and it's a good thing that I remembered that I've already purchased and been charged for the upgrade, otherwise, it's possible I would pay twice for an upgrade, I'm told, "Oh wait, no you don't have economy plus seating because the flight numbers have changed. You will have to pay for the economy plus seating again and then send a letter (snail mail) to receive the refund."

Now, I'm very confused. Do I have economy plus seating or not? Why in the world would that change just because the flight number changed? Why in the world would I have to purchase the upgrade again? Why in the world would it be my responsibility to request a refund and by snail mail no less? I asked to speak to a supervisor and was put on hold for over 30 minutes (I'm so glad phones keep track of time spent on each call). I have to point out that their "on-hold music", which I've been listening to for over 30 minutes, is awful. It's Rhapsody in Blue in such poor quality that I wonder if they know what an electronic audio file is. It sounds like a cassette recording of an old vinyl record.

Finally, the same gentleman came back on the line and told me that he couldn't transfer me to a supervisor because they are so busy taking other passenger complaints, so he walked over to his supervisor personally. He informed me that I have been upgraded to economy plus seating on the flight, that there will be no additional charge, and I will not have to send a letter requesting a refund. I requested that he send me an email confirming that I do in fact have economy plus seating on the flight.

This entire experience has led me to wonder is this is just a bug in their software (don't get me started on how poor their entire website is) and that I should never have been offered an upgrade in the confirmation email in the first place.

I was on my way back home to Serbia,from Phoenix-Arizona. My flight from Phoenix to New York was late from 11AM till about 3 PM. In Phoenix, I was reconnected to another flight, but still because of delay, I was not able to get on time. In New York, I got other reconnection, but it was next day. So I had to spend a night and a day till 7.30 PM, when was the time of this next day flight. At desk of Continental Airlines with this reconnection, they gave me list of hotels where I can spend the night and following day, as I did. I was traveling as single woman and about my damage, I can write about my fear and unplanned expenses that I had in this case. I'm looking for best way to compensate my lost.

My husband and I booked flights on United Airlines to travel to Italy for our vacation. We did not want to check-in luggage for convenience and safety, so after booking this flight (over 6 months ago), we purchased two carry-on bags, following instructions on United Airline's contract of carriage. We packed those bags as carry-ons, including all valuables in those as those were supposed to remain in our possession.

On February 10, while boarding our flight at SFO, we are forced to check-in our carry-on bags at the gate (note that the carry-on dimensions were as per United's contract of carriage and not oversized or overweight). The gate staff claims it was a full flight so there is not enough space to take everyone's carry-on bags. We are given baggage claim tags up to Rome (breach of contract of carriage by United Airlines).

The United Airlines luggage handler immediately walks away with our carry-on bags without giving any opportunity to repack valuables. Flight is delayed for over 1 hour after boarding all passengers and we are stuck sitting on the plane at the terminal gate. The pilot announces that there are mechanical issues (gross inefficiency shown by United Airlines). While boarding the connecting flight at Washington Dulles, we are assured by the United staff at the gate that our forced gate checked carry-on bags will make it to this flight and will be in Rome when we land. We reach Rome on February 11 at 7.45 am but our forced gate checked carry-on bags do not reach Rome, the final destination (gross incompetence on part of United Airlines).

We immediately file delayed luggage report with the United Airlines Handling Agent at the Lost and Found Baggage desk at the Rome airport and by calling United Airlines. We leave for Venice that day as part of our pre-booked train trip and are assured by United Customer service that our forced gate checked carry-on bags, once found, will be sent to the hotel address in Venice. The United Airlines Handling Agent at the Lost and Found Baggage desk at Rome reiterates that it is solely the responsibility of United Airlines to deliver our bags to us and they (the agent) are not in any way responsible. They will only file the report but we are asked to follow up on the status by calling United Airlines at the 800 number (irresponsible agents used by United Airlines).

United Airlines claims on their website that they will deliver delayed luggage within 24 hours, but in our case, even after 24 hours, United Airlines could not give us a confirmation of where our luggage is and when we can get it. When we called their customer service for status, we are advised to have some patience as they will let us know when they can find out. We get a follow up call on the night of February 12, and are asked to travel to Venice Airport on the mainland (1.5 hours each way from Venice hotel) on February 13 after 9 am to pick up the forced gate checked carry-on bags. With the forced gate checked carry-on bags being our only luggage, we do not have any clothes or personal items for over 48 hours, and that too, after a 15 hour long flight.

Once we get our bags on February 13 from the Lost and Found desk at the Venice airport, we see that our TSA approved locks on both the forced gate checked carry-on bags are broken with one tampered lock hanging from my husband's bag. The lap is stolen from my husband's forced gate checked carry-on and jewelry is stolen from my forced gate checked carry-on. We immediately report this to the person at the Lost and Found desk in Venice but she refuses to assist us in any way, claiming that this is solely the responsibility of United Airlines and all reports should be filed with United by calling their 800 number. Venice airport Lost and Found have nothing to do with our luggage (refuses to even give a contact name and phone number at their agency). They are very irresponsible agents used by United Airlines

Thoroughly victimized, we go the police station at the Venice airport and file a report of the stolen items from United Airlines forced gate checked carry-on bags. We immediately call United customer service on February 13 to report this incident of stolen items from our forced gate checked carry-on bags. We are asked to follow up with a written claim which we have done and are waiting to hear back from United Airlines

Had United not forced us to check in our carry-ons and immediately let us walk away with those while we were boarding the flight, we would not have been a victim of theft during our travel to Rome from the USA. United Airlines has demonstrated vast incompetence, negligence, bad customer service, irresponsibility, and possibly breach of contract of carriage and criminal actions during our entire incident (forced gate checked carry-on, delayed flight, lost luggage, luggage delayed over 48 hours, items stolen from luggage). Our so longed for and costly vacation to Italy was significantly ruined, and with a stolen laptop, we completely lost all our sensitive data and are dangerously exposed to identity theft. Our vacation time was thereafter spent on trying to contact various financial institutions and credit bureaus to safeguard our identities.

United Air Lines, without informing me they were doing so, invalidated the 138,504 miles I had in my Mileage Plus account. I received no email, regular mail, phone call, or any other type of announcement that they were changing the rules of their frequent flyer program and taking away miles for account inactivity.

I had accumulated the miles in the 80's and 90's. I decided to allow the miles to sit in the account until I needed them for a big trip. Such a trip was coming up for my planned wedding anniversary. When I went to retrieve the miles, I was informed that my account was at 0 miles. I protested, but their customer service people told me that they "could not restore miles." I even offered to give up all the miles in exchange for two round-trip passes, but they declined.

When I asked why I wasn't informed of this change in policy, they told me it was on their website. Apparently, among my other jobs in life, I am required to follow their website.

This represents outright theft. In checking online, I have found many other people who have suffered the same fate and have an interest in a class action suit. Please lodge this complaint.

It has become clear, after checking for months, that United and Air Canada are now engaged in price fixing and collusion on their nonstop route from SFO to Vancouver. No matter what date, time, day of day, etc, the price for both airlines is exactly $500.75. And it has been for some time. This seems to have begun when Alaska dropped out of this nonstop route, requiring a stop in Seattle. There is no way around it and the prices are way higher than they used to be. To make matters worse, United and Air Canada are code share partners and Star Alliance members. Can anything be done? Thanks!

I am writing you on behalf of my sister, Christina ***, who was on the United Airlines flights Sat. December 18th from Vienna to Los Angeles via London Heathrow, ticket number: xxxx. Unfortunately, she is not able to write this letter herself as she is stranded at the London Heathrow airport. She arrived at the Heathrow Airport with the Austrian flight 451 and was boarded onto her connected United flight to Los Angeles (United 935) which was supposed to leave at 10:30am.

After six hours of delay due to "engine troubles," they were ready to take off. Unfortunately, by that time, a storm pulled in and the Heathrow airport, closed its services and grounded all the flights! Now, I realized that these things happen. What I don't understand is that my sister had to and still has to sleep at the airport because United has no customer service. She was not helped by anyone and the passengers were told to "go online and find their own flights."

There were no United Agents available to assist. In fact, as I just recently found out today, they left at 4pm and let Lufthansa and Virgin agents to sort out the mess. Passengers were given no option to sleep at a hotel, no options to re-book flights and no money to buy food and other necessary supplies! Now, I don't know about you, but this is absolutely unacceptable!

We pay around $1000 for a flight, if not more, and get treated as such? It is also well known that London Heathrow as well as Charles de Gaulle airports are the worst European Airports to fly in and out of but that does not excuse their inability to deal with situations as such. I just got off the phone with my sister yet again (and mind you she is calling from her Austrian cell phone to the United States. Imagine the costs of that.) and there are absolutely no flight options with United until the 23rd of December (and mind you the weather report is predicting another storm on that day). Passenger relatives are booking flights for their stranded family members and are paying for another ticket! Now, I would like to know what it is that you expect your customers to do in a situation as such? Thank you very much for your response and further assistance.

I was to board Flight UA-6382 at SFO on 12/13/2010. Flight time is 6:58 AM. When I reached at the gate at 6:50 AM, gate was closed, and I was told by the attendant that gate closed at 6:48 AM as per United's policy. I pleaded with them to let me board as I arrived at the gate in time as per my boarding pass, but attendant kept telling me that you should have been at the gate before 6:48 AM. If that's the policy why don't they specify it on the boarding pass.

How on earth will I know about that I have to be at the gate 10 minutes before flight time otherwise gate will close? And a guy sitting at customer service counter told me that 6:58 AM flight time is the time plane is supposed to take off from runway, not the time for place to leave the gate. Upon my request, the customer service at UA counter put me in waiting line for next flight which was scheduled at 10:58 AM.

I was in waiting number 4, and I requested Ms. Alandria T Webster, customer service supervisor, to prioritize me in waiting list if possible. She categorically said "no". I asked her to write that on a paper which she obliged. My credit card was charged $50 to put me in the waiting of next flight. But the seat could not be confirmed in next flight as that was completely booked and all passengers showed up. So only option was to fly next day. So I made the booking for next day, and I was told that there would not be an extra charge, and that $50 charged on my card wouldn't take effect as my seat wasn't confirmed. But that charge has shown up on my credit card bill.

My spouse suffered a lung collapse and was barred from travel during the time for which we were originally set to fly. I called United and changed the tickets for a future date, and was told that the $450 in change fees would be refunded to us with an application from us for a refund, which included dates of travel, confirmation numbers, and a letter from the pulmonologist. I submitted everything required immediately, and never heard a response. I then called United and was not referred to refunds, but was told that I could not submit my request for refund until we had completed our rescheduled travel.

So I waited three months, and then resubmitted everything again with an original letter from the physician. Still, nothing. I called again, three months after that, and was still told that there is no phone contact with anyone from the refunds department. The operator suggested that I fax my request, instead, which I did. He told me I would receive a response within 5 to 7 days. It is now 10 days after my third submission for a refund of the change fees, and I have yet to hear one thing from United.

I have been a United Airlines Mileage Plus member since the 70's. I hope you can help with a problem with my account. I have already filed an on-line complaint with United (to which they have responded, they will not reinstate my miles without my spending $100 to purchase miles) and have written to Glenn F. Tilton, President and CEO, UAL Corporation, ** Chicago, IL 60601, who has not responded at all. As of July 2010, I had about 49,000 miles. I was looking forward to using these for an overseas trip within the next year. I got notification that the miles were expiring in September 2010, and I needed to have some activity in my account.

A few years ago, I had accepted an offer of a United Airlines Mileage Plus Chase Credit card. It was free for a certain period. When the time came to assess a yearly fee, I was told I could change to a different type of account with fewer perks, but still linked to my Mileage Plus account. So, when I needed activity in my account in September, I considered donating miles, but I checked with Mileage Plus, and was told that using my credit card for a purchase would count as activity. So I used it and figured I'd done what I needed to keep my miles. In November, I found all my miles had disappeared. After half a dozen phone calls to Chase and Mileage Plus, and about 2 hours on the telephone, I learned that this credit card is not linked to my Mileage Plus account, and that all 49,000 miles have been lost.

Yet, on the same day, some Mileage Plus agents I spoke with, told me the Chase card was linked to my Mileage Plus account, and that using it should have counted as activity to keep my miles. I don't know whose mistakes or misunderstanding this is. I know I did what I was told. I needed to do to keep my miles from expiring. I know it is not my fault, if I was given wrong information. I should not be penalized because someone else made a mistake. United Airlines should have to stand behind the information given by their agents.I am requesting that my miles be reinstated for a limited time, perhaps as little as two or three months. During that time, I will be sure to have activity on my account. I have lost nearly 50,000 miles, the equivalent of 2 RT continental flights, or an international flight, probably $600-$1000.

United Airlines never loaded my bags which included two guns and ammunition. TSA cleared the guns and suitcase containing the ammo, and never loaded them on the plane for a hunting trip that was nearly ruined. When I finally got my bags, they were tampered with and the lock broken. Replacement locks were not supplied with a key. United claims my bags were "confiscated". United has not responded to my e-mails nor phone calls. I have a case number but no one at United Airlines has shown any desire to help me with my complaint.

After no response to voice mails from my travel agent or myself, I wrote them concerning my partial refund. My wife and I were bumped from our first class seats to economy plus on Flight UA186 on July 23rd. We paid for first class seats and they were confirmed (confirmation # xxx). I included copies of our original boarding pass and the boarding pass issued at the gate when we were bumped. My written request was received in their office on November 22 but I have not received any response. I am asking for the $754 difference in fares between first class and economy class seats from San Fransisco to Philadelphia on UA186.

I will never fly United Airlines again! Not ever! November 30, 2010. Palm Springs to Green Bay, WI. I changed planes twice. First in Las Vegas and then at O'Hare in Chicago. The 30-minute flight from Chicago to Green Bay was canceled a half hour after the original 9:20 p.m. departure time. I didn't know why the flight was canceled, but I heard other passengers say they thought it was due to the weather. I don't know where the weather was bad because there was light snow in Chicago; and a flight to Appleton, WI (30 miles from Green Bay) flew out a little after 10:00 p.m. All the passengers on my flight were told to go to customer service where we stood in line for over an hour and were then issued tickets to the next flight out at 8:00 a.m. the next morning. We were also given a "discount coupon" for lodging.

I chose to stay at the airport for the night (as did about a dozen other passengers) as I didn't have money for a hotel. I learned from another passenger the next day that her hotel cost her $80 (the discount rate). There were mothers with toddlers and infants; there were senior citizens who were confused and scared about what they should do and where their luggage was. I witnessed the "so-called" customer service people either ignore them or tell them there was nothing they could do. It was unbelievable to me, the lack of concern that was shown to all the passengers who were left stranded and on their ownliterally. Shame on United Airlines!

We were waiting for the second leg of our flight, going from Chicago to Green Bay. A barely audible announcement told us that the flight had been cancelled, no explanation given. After standing in line for well over an hour, we were told that the cancellation was for bad weather (despite sunny skies outside and in Green Bay), and that they could not pay for a hotel room, and could not even promise us a flight out the next day. I was forced to pay almost $300 for a rental car, drive unknown roads for 3 hours at night, and despite a complaint to the FAA and United, never received compensation for the missed flight, nor for the rental car. United only bragged about their on time record. My trip was ruined, and I was out almost $300, and United obviously didn't care. The government was of no help.

On Oct. 31 2010, I flew on UA 651 from Newark to Chicago O'Hare. I left an expensive pair of glasses on board the flight. As a fellow passenger was deplaning, he picked them up, saw my name and address and phone number on them, and phoned me to leave a message that he had them and would mail them to me. But a UA staff member demanded he turn them over. He then phoned me to let me know he'd turned them over, unfortunately, without the name of the flight attendant who'd taken them.

Despite contacting UA by phone and email through the appropriate channels, I never got my glasses back and never got an explanation or apology, except a form email saying they weren't responsible. I subsequently lodged a complain with untied.com. Moral of story: If you're a kind person who finds items left behind on a flight that have ID on them, don't hand them over to UA, or if you do, forward the UA staff person's name to the person who lost the item.

Here is why I will never fly with United Airlines again, even if it were the only airlines out of Alaska! I would mush a dog team to Seattle first!

We were on our way home to Kenai, AK from Lihue, HI. We arrived at the airport almost an hour and a half ahead of time. The flight to San Francisco just said "delayed". When we asked, no one at United could say for how long or why the flight was delayed. We were not too concerned, as it was a through flight to Seattle and we were assured we would get to Seattle on time. Two hours later, the plane arrived. No explanation was given as to why it was late.

After we had boarded and the door closed, they announced that the flight number had changed and it was now Flight 41, going on to Chicago and not Seattle! We were going to miss our connection in Seattle to Alaska Airlines, by arriving two hours late in SFO! When we arrived in SFO, we were told to just "go to customer service." I am a heart patient and have a spinal injury as well. I had asked for a wheelchair. I was told it was "too late" to get a wheelchair and I would just have to walk. My husband said that I could not walk that distance, but they were unconcerned, shut down, and walked off. I limped to customer service in agonizing pain and out of breath.

We were given a hotel voucher and meal ticket for airport use. However, nothing was open at 1 AM! We made it to the shuttle bus area and waited half an hour for a shuttle. Once at the hotel, we were told there was a $40 charge for "incidentals" that the airline did not cover. I asked how many "incidentals" could I use in 3 hours?

Three hours later, we had to be back to check in for our flight. We arrived at the ticket counter and were told that they couldn't check us in because we were "reissues" and the computer wouldn't "let them" check us in yet. I started to wheeze and the ticket agent told me to "go stand over in the corner", as I was scaring the other passengers! Also, the carry-on that we had carried all the way from Anchorage to Lihue, and back to SFO, suddenly "grew" too big to fit in the overhead. The agent rudely told my husband that he had to pay $25 or the bag would be confiscated and disposed of! My husband said that Lihue had no problem with it, as did USAirways and that United had caused this problem in the first place.

No good, we had to pay for the now "oversized" bag. I explained that my medication was in that bag and I needed the bag to be with me. Plus, I saw much larger bags with other passengers. I know he only did it to be arbitrary, because he did not know how to reissue our tickets. We asked for a supervisor, but were told "none were available." Again, we asked for a wheelchair. They were "being used" by other passengers. Again, I was forced to walk almost half a mile to the gate, and almost passed out twice.When we finally got to Seattle, we discovered United had never even contacted them about the missed connection! Thank heavens, Alaska Airlines is a lot more considerate, as they re-booked us on an earlier flight and contacted ERA Aviation about our flight to Kenai, AK.

I am not a stupid flier. I worked for USAirways and I know the rules very well. I would have been fired for this! I am glad the merger between USAirways and United never happened! Too bad Continental had to suck up this lemon airlines.

In May 2010, I bought two round-trip tickets from an agent of United Airlines in Beijing. Both flights should be non-stop directly from Beijing to Washington, D.C. (on July 6th, 2010), and back from Washington D.C without stop to Beijing (on January 3rd, 2011). However, on September 20th, 2010, I checked the flight status and noticed that United Airlines changed the return flight from non-stop to connecting flights, all passengers need to change airplanes in Japan. Both tickets are bought for my old parents, who do not know English or Japanese. I do not want them to suffer more hours during the back trip, or get lost in Japan, so I called United Airlines using their customer service number.

The representative I talked to on September 22nd is a female. She asked the reason why I want to cancel my return flights. I explained to her because United Airlines change the schedule of the flight. She then called the refund department of United States (based on what she said), put me on hold for a while, then she told me that: since I am living in United States now, even though when I bought the round-trip tickets, I used Chinese currency, they will refund me in US dollars. She asked me whether that is okay to refund me in US dollars.

I said: it's okay. I also asked her how much refund I can get, she put me on hold again, and talked to someone for a while, and told me $1444 will be mailed to me to my US address by check. She asked me to offer her my full name, my home address in United States, and she promised me the check should be sent to me within 20 business days.

At end of the conversation, I double confirmed with the representative, she double confirmed with me that: due to United Airlines changed the schedule of the flight, half of the tickets price $US1444 will be sent to my address in Virginia within 20 business days. After the conversation, I believe my return flights have been cancelled, so I then booked two non-stop return tickets for my parents from other airline company. I waited until October 19th, which is already 20 business days. And I did not get the refund check from United Airlines. Then I called the same telephone number, again, to check the refund status. On October 19th, based on their Internet guidance, I called 1-800-UNITED-1 (1-800-864-8331) and select "refunds" from the "more options" menu.

Since October 19th, I talked to more than 10 representatives in reservation department of United Airlines through this phone number. Some told me I should go to the website of united.com and request refund online, some told me my tickets are non-refundable so I cannot get refund, some told me to contact the agent where I bought tickets from back in China, some told me the refund will be sent to me from China in Chinese currency soon, all kinds of answers are different from one and another. I felt so frustrated and do not know what is the true answer at all, since even from the same department under the same supervision, they are telling different stories. But none of them tell me when I can get my money back and how much my refund will be. Beside, their attitude is rude, some representative even transferred me to talk with machine without my permission, some hang up my phone.

Below are some examples of how they answer questions: (1) Is there any record of the first conversation I made with the representative on September 22nd? Their answer is simply no. (2) How can the first representative tell me the refunds will be $1444 and will be sent to me in my US address within 20 business days. Their answer is, "I don't know, but she should not say that." (3) Now I need the refund to pay for the new tickets I bought from days as what she promised me? Their answer is "that's not our problem." (4) How long can I get the refunds if by contacting the agent back in China? Their answer is "I do not know." (5) How much refund I can get?

Their answer is, "I do not know, maybe half of the tickets price." Finally, the supervisor told me, I do have to initiate another refund request through United.com, and requested refund again. When I asked her, "Does that mean all I did before for the refund is nothing," she said, "Yes, I am sorry." I asked her, "So on September 22nd, I talked to nobody?" She said, "Yes." Whether they will give me refund or not, I do not know, but she told me that even the refund is issued from United Airlines, it will be sent back to the agent in China where I bought the tickets at the beginning. This procedure is way different from what I was told on September 22nd. And how can I accept that $1444 is not a big amount of money, but the worst part is their attitude. I really cannot understand how United Airlines can treat customers in this way, and can still continue their business. If any lawyer is willing to help me, I want to start the procedure to sue United Airlines entire reservation department for their poor service and knowledge, I can also pay lawyer fees as long as it is affordable.

I flew first class in flight 7642 from Dulles to San Antonio. I would like to know which "airhead" approved of the snack, which was close to 1,000 calories. There was enough carbs to cause heart failure. It was revolting, disgusting, and uncalled for to serve a Halloween grab bag as a meal on a 3 and 1/2 hour flight. You should be ashamed and your polite attendants know it. What an insult and in such bad taste. I will try hard not to fly United.

Today, October 9, the flight UA 843 from Chicago to Sao Paulo was cancelled due to mechanical issues with the aircraft. United sent me to Ramada hotel, not really close to the airport. It took me more than 1 hour to get the shuttle because the first one that got there got full and the round trip was of about 45 minutes. Tomorrow, I'll have to be at the airport at 05:30, but the hotel shuttle for 5:00 am and 4:00 am are full. The only option is to get the 3:00 am or a cab. I'm taking the cab and I think United must pay for this. I'm also losing connection flights in Brazil.

I am a passenger of United Airlines with its Mileage Plus member # **. I am filing a complaint here. The complaint is: Around August 1, 2010, I bought a ticket (Z class) about $3000 at the United website, as usually I do, of a round trip from Los Angeles to Hong Kong with outbound on August 3, 2010. When I called UA late September to use the second half of the ticket in October (or November if sold out October) after the local National Day holidays(October 1-5), UA representatives told me that this second half ticket would expire on October 2, two months after the first half was used, not as usually six or twelve months expiration. And, this returning ticket has no value now or no residual value.

However, I was not informed, or alerted, about this completely new two month expiration when I purchased the ticket. We are repeatedly told that tickets would expire in twelve months, in some cases six months. Actually, I flew UA again to China's another city Beijing on August 24 and back to LA on September 4. Had I been informed of this unusual expiration, I could have simply used the ticket. UA fails to inform me about this change. It's like if UA flight is 9AM, customers assume it means local time. But if UA means its London time, customers should be informed of change, or change of assumption. There are simply a lot of assumptions in business between UA and its customers, such as six to twelve month ticket expiration in this case.

A customer deserves a notice or alert to a change of basic assumptions. A customer deserves fair treatment from the United. I spoke four times with 1K desk and customer services last several days. I was told that it's my fault of not reading the details of rules. In this case, United Airlines is not fair and responsible. Thanks for your attention.

I am willing to get on a three way telephone call with an supervisor at United and together we will call one of their many numbers and try to get the proper information regarding flights and the Mileage Plus program. Then together we can spend about 4 to 6 hours on the telephone without getting any answers, placed on hold and forgotten about, disconnected, rudeness, and of course their famous statement of all is to say "you need to call another telephone number to get answers to your question". I bet my challenge to United Airlines will not be accepted!

When I tried to purchase a round trip ticket from SFO to HKG, the Singapore Airlines(SQ) offered US$1650 round trip for the class B fare. According to the United's web site, Mileage Plus member can use the miles to request for the upgrade. However, the agent from SQ told me that their flights departure from SFO is not upgradable, only for the flights from LAX or JFK.

In the mean time, the same route and the class B fare on the UA's flights cost over US$5,000.

First, I think the UA's web site is misleading to their customers. Second, I think the Star Alliance Airlines use their dominate power in SFO to jack up their fares and the Mileage Plus members will not be able to use their miles as they advertised.

We booked first class flight to Las Vegas. We decided to extend our stay and when we went to change our departure date, United assessed us a $300 service charge. I've never heard of such a ridiculously high fee. When I called about it, they had every reason in the book for charging us the fee, but they were very sorry about it! We expected better service after spending a significant chunk of change on first class tickets, but I was informed this is how they treat their highly valued customers. I refused to pay the money, so we returned on the original date planned. One thing I am absolutely sure about, we will never fly United again.

United is awfully good at letting their Mileage Plus members know about airline "improvements" but less so in other ways. Know that standing by for a flight is now a $50 privilege. Somehow, never saw that new feature coming and got the news today at LAX. I fly United 2-3 times a month and standing by helps keep work-life balance. Unless you're a 1K, the fee applies. At only 80K a year, guess my business isn't that important.

On July 1, 2010, I made reservations through Orbitz for my wife and myself leaving Dulles Washington Airport (9/20/2010) to Seattle Airport (United Air Flight 201). I received back from United confirmation of the flight and confirmation of the seats 20a and 20b. I also received the return trip and seat confirmation. I received from both United and Orbitz several emails from July 1 through 31. August trip validation emails stating my seats 20a and 20b were confirmed. On the evening of August 31, after I received email from Orbitz of confirmation, the email from United did not have seat reservations but Orbitz did. I called United Airlines customer service and talked to Seth, who informed me my seats were cancelled by Orbitz and I should call Orbitz. In the meantime, he told me the only seats available were 20b and 19b.

I asked Irene to connect me via a conference call to United customer service. Connection was established and it was Irene and so hail from United. Sohail advised Irene my seats were cancelled by Orbitz. Irene went into her Orbitz online computer and validated no records were sent to United cancelling the seats. United insisted Orbitz cancelled seats and reassigned us seats 19b and 20b. At this point, I asked for both Orbitz and United to please escalate this to supervisors. Several minutes later, United supervisor Nikki and Orbitz supervisor Daniel talked to each other. Orbitz plainly proved nobody from their company made any changes as he asked United's Nikki to prove the ID agent information. United provided the agent ID as the ID change number with no ID of the agent making the change.

After two hours of both being on the telephone, I got no satisfaction from United or Orbitz. However, very mysteriously my wife and I now had reservation in seats 19b and 20b that were made this evening and the United supervisor Nikki insisted that I made them online. Eventually he admitted I did not make them and they were done internally by a United agent. He outright lied to me and Orbitz. I was told that Nikki could not do anything for me. I asked to be upgraded to first class since it was clearly United; he cancelled my seats and he told me this could not be done, that I must go to the airport and talk to the United gate agent.

I spent hours trying to reason with both to no avail. I am a frequent flyer of United and used Orbitz in the past with no problems. This is the poorest customer service I have ever witnessed. I purchased a service on July 1st. Service was confirmed only to be told by the airline the service was changed. But they could not tell me who changed it as Orbitz who proved the change was not done by them because the Orbitz agent number did not match, that it was done by United; United said it was not done by them but by Orbitz, but they could not provide Orbitz the agent ID number who made the change. Who is the loser? My wife and I who are going on vacation to see my grandchild we have not seen for 5 years. My wife and I have to set apart because United bumped us and will not owe up to it. So I paid for a service I did not receive.

Not being able to sit next to my wife after our seats were confirmed by Orbitz and United. I have the paper work. United bumped us and will not owe up to it. I feel they should upgrade us to first class for all the trouble and heartache they put us through on not delivering what I paid for.

I have witnessed the most appalling customer service situation ever. I was scheduled to travel from the flight from Denver to San Jose at 9:34 on First Class. As I approached the gate, I was accosted by the representative with an offer to fly on the previous flight for $50 extra. I agreed and he told me it was not going to be first class but economy. I said it was okay. When I went in, my hand baggage was snatched from me and I was put in a Seat **, middle. I asked the representative if I could be moved to the emergency row middle seat instead.

I have never seen anyone answer me as impolitely as he did. When I asked him why he would not give me a seat that was empty given that I was downgraded, he asked me to leave if I wanted to in the most impolite tone I have ever heard "You got **. You can leave if you don't like it," was what I was told, which I did. I found when I got out that my bags have however left. I now have been charged $50, have lost my bags, and I am at Denver Airport. I am going to blog and post this experience in every site that I can. I will make sure that over the next 2 hours that I am stuck here, this post will feature in a dozen forums. I am a Star Alliance Gold member with 500,000 Lufthansa Miles. This is about the worst I have been treated anywhere. My bags with about $5000 of electronics has left on the flight. I have no idea how it is going to get picked up. I have been charged $50 which the guy at the gate says he cannot refund.

On July 29 we were heading back from our honeymoon from Hawaii. When we arrived in Chicago, we were going to our next flight and they closed the doors in our face. The flight could not wait 5 minutes for us to get there. We were put on stand by and booked on another flight, which we got on. By the time we got home to Vermont, we had been up for 37 hours. I have been corresponding with United about this and have gotten no where. We are asking for a refund of 1/2 the total cost of our flight back, which would be $1500.00. They are denying us that. None of this was our fault, and we would expect some results and expect them to honor our request for the refund. This has gone on long enough. I will go as far as I can to get results. If United wants to keep good customer relations, they need to honor our request. Thank you.

Flight delayed. Not giving us any information. Going on 3 hours. August 25, 2010 (flight 7509). Denver to Louisville (departure time 10:11). My ride can't pick me up. I need to get cab. Will miss bridal dinner I am hosting.

We arrived at the terminal at 6:30 a.m. for a 8:15 a.m. flight. What we encountered was sheer chaos. Guessing, I would say there were approximately 200 people waiting to check in and check bags. There was one woman posted at the line entrance near the counter. Her duty was to direct people to another line across the lobby. This is where the we stood with about 100 other people. Shortly after that, another gentleman came out to give us excuses why the line wasn't moving (layoffs etc. unacceptable). By now people are cutting lines, because it is completely out of control. The 8:15 am flight to Chicago left on time leaving about 35 people stranded in the check in line. Not once did any United air employees do anything to help move the lines or provide any options.

We reached the ticket counter at 9:00 a.m. obviously having missed the 8:15 flight. All employees completely indifferent to anyone's situation. Then fortunately for us, a lovely woman named Belinda Lee started her shift at 9:00a.m. and was kind enough to try to help us get on another flight. To no avail, she refunded our money, gave us 3 vouchers and we headed home. The whole vacation canceled. I will never fly United Airlines again!

Upon checking baggage into United Airlines and paying for two pieces of luggage, $60, the attendant behind the counter told me that the luggage was overweight. He then blinked at me and told me he "would take care of it." After the leaving the counter, the attendant trailed me and told me, "That piece of overweight bag would have cost you an additional $100 easily." He was seeking a tip clearly. If I had been more alert I would have taken his name and reported him to United. I told this story to someone and they had been subject to the same type of extortion attempt. I wonder how pervasive this is in the US airports.

There were a group of ten of us and we showed up at the airport 2 hours before our flight 5:30am. We got to the self serve and the individual "helping" did not give us any information that we were standing in the wrong line nor any help what-so-ever. So, two attempts made on the computer and picking up the receiver, we were finally told to go to a queue line area number 6. By this time we were running very short on time. The line was huge and we asked the representative helping in that area what to do because our flight was at 7:30 and it was now about 6 am, she told us to just stand in line (this was her answer to many people that had concerns).

We stood in this line for close to an hour and almost at 7 am, we get to Mr. Paul ** who informs us we are too late. He repeats this to us a couple of times. We asked what he could do and he stated that we needed to go to Malaysia airlines (who had booked this flight for us because they were late getting in and thus we missed our connecting flight the previous day). I asked him if he could arrange this with his computer system and he said, "No, you have to go to Malaysia." We witnessed another acquaintance being helped by a United representative that was on the same Malaysia flight and we brought this to Mr. ** attention and he blatantly called the next customer to his window. I asked to speak to his manager and he continued to call the next customer.

After I repeated myself a couple of times, he finally got on the phone to "call his manager" who I never got to talk with because thankfully another representative that my cousin went to, arranged the whole connecting flights. I was appalled at the service that Mr. ** provided. His uncaring and horrible manner was an embarrassment to United Airlines and the US as many of the people needing help were from different countries. In fact my niece had to help a lady that was queued in the line to check in because no one from United would help her or her husband after they repeatedly asked what they needed to do.

I found this really stressful, unduly, all do to the fact that Mr. ** refused to do what he was supposed to do and that is to provide caring and good customer service to everyone. I would like to know that he was sent to a class on how to problem solve and provide better customer care because it was awful and really a horrible way to come back into the US after traveling abroad and receiving incredible customer service from all ports we flew in and out of in Taiwan and Singapore. As a US citizen, I was so embarrassed we have such poor quality of service. I hope that United Airlines does a revamping of the customer experience because it was as I've stated shameful and absolutely horrible.

This was my 3rd trip to China in 2 1/2 years. I had always flown with Asiana on the long legs to and from China. My most recent trip cost search had United Airlines with the lowest price. Leaving San Fransisco, we were delayed 2 hours with mechanical problems. I had a 2 hour difference when landing in Beijing to catch a Bullet Train to Qingdao. Next available train was 12 hours the next morning. United is not responsible for connections missed unless they are with their airline. Strike Number 1!

The first meal served was a joke. Actually it was an insult. Chicken and Rice dinner, that weighed all of 3 ounces. With a piece of knarlly chicken the size of a half dollar. A salad with six small pieces of lettuce. No tomato, no carrot, no radish. And a Brownie. Wuuu Huuu! I told the personnel that the food was an insult to every passenger on board. I refused to eat a bite of it. Four hours later we received our next meal of noodles, their service was great bringing the hot water to add to the noodles. And the last meal. Oh Boy! A hot Turkey sandwich with cheese wrapped in aluminum foil. When trying to unwrap the aluminum was imbedded throughout the bottom of the overly crisp bottom of the sandwich. Which on first try I missed some of the imbedded aluminum foil, and bit down on it. What a memorable dining experience.The kicker is, they offer for $9.00 a supposedly gourmet meal at any time.

Oh I forgot. Their 2 hour invasion of customers for catalog sales. Which they parked their little roll cart with products right in front of me. They kept one employee perched at the cart blocking my view of TV available for me to watch. As other employees would continually come into the command post.

United Airlines is a joke! Wait! They offered me something free if I go to their web site because of my inconvenience. To the Hierarchy of United, you know where you can put my freebie from you. You can only mess with and treat people the way you do for so long. You will eventually put yourself out of business from your own greed. You aren't as smart or business savvy as you think.

I was scheduled to board a United Airlines flight from LAX to JFK with an international connection from JFK on 8/1/2010. An employee directed me to go to counter 6 at 7am, which had an assisted check in. Upon several requests, they declined to let me use the kiosks. 2 hrs later an employee was able to assist, by that time it was too late, missed the flight. I had to rebook my entire trip for next day (8/2/2010) costing me $1500 plus travel expenses, a day of work, have to rebook my daughter's trip (she was scheduled to come back with me) and heart ache. There were at least 4 other victims I knew of, 1 family consisted of 4 people, that's 7*2000 = 14,000 add'l expenses for all of us. I am not sure if this might be going on with United Airlines for a while. There were atleast 25 people total on the waiting list. I am not sure if they knowingly overbooked and gave the finger to the rest of us or are suggesting that a third of the flight missed their flight (seriously, this is very irrational).

Upon reaching the counter United Airlines employee mentioned that we could have used the kiosks. If we used the kiosks, we could have saved a lot of heartache and money. To my knowledge there were atleast 7 of us that suffered and potentially 25, for just 1 flight. How many more are there? I had to rebook my entire journey, costing me $1500. I have to now change my daughter's itinerary who is supposed to return with me, I am sure it's going to cost somewhere between $600 - $1000. I have encountered travel expenses to and fro from the airport. I was scheduled to work remotely, so I am losing a day's worth of work. I have seen several people being affected by extreme indifference of the employees of United. It is not just me that has these additional expenses. There were at least 6 other people I knew of, and there were 25 all together who might have been affected in just one flight to JFK.

My son, 16 years old, was booked for travel on United Airlines between Medford, OR (MFR) and Kansas City (MCI) for travel on 8/4/10. The round trip ticket cost $538.78. Due to an unforeseen event, he needed to return a day early, 8/3/10. I called United and the representative informed me that to change a $538 round trip ticket on one leg for one day would cost an additional $1,279.02. When asked what the cost to purchase a ticket on the same flights, I was told it was $523.40.

At that time fares on the same flights were available online for $374. The "customer service" representative was not a native English speaker and did not appear to understand the insanity of charging 2 1/2 times the cost of a ticket to change an existing ticket on the same flights. Instead of a reasonable change fee, I was forced to purchase another ticket and my son's existing return ticket will be worthless especially given the exorbitant change fee to use it at a later date. I won't be flying United again.

My wife bought my ticket online using our checking account credit/debit card. When I got to the airport, I discovered that although they both use the same account, our cards have different numbers. Because of this, I was told by agent #** that I could not use this ticket. She was rude and told that if I wanted to fly, then I had to repurchase my ticket because it is an FAA requirement to show the credit card. This is not true, it is a United policy. I was assured the credit card used to purchase the ticket would be refunded within 24 hours. I had no choice so I "voluntarily" bought another ticket. The process took almost 2 hours to purchase the other ticket and I nearly missed my flight!

Although I was assured that the refund would be automatic, it was not. On 7/17/2010, I called the automated system and "no record of refund" associated with either ticket. I completed an online process to request refund from either ticket. On 7/20/2010, I called customer service. I spent 38 minutes and was assured by Bawan that refund had been issued and would show up that evening. To date, it has not shown up. On 7/22/2010, I called automated system and "no record of refund" associated with either ticket. On 7/22/2010, I sent emails to refund desk and customer service. On 7/27/2010, I called automated system and "no record of refund" associated with either ticket.

On 7/27/2010, I called customer service and spent 53 minutes. I spoke with Dev and was told there was no record of the original ticket or refund. Then I spoke with Nicky **, supervisor, I was told that the refund was being "processed" and would be taken care of. Just be patient. I was told there was no department or person I could speak to, just send another email. To date, I have spent 9 hours trying to wade through United Airline's bureaucracy, disorganization and track down this refund.

I was originally booked on flight ** to Burlington Vermont on July 15th 2010. The plane arrived late and boarded later. Once on the plane, I was informed that the entire plane was to be deboarded as our flight to Burlington was cancelled. When I tried to rebook my flight, I was informed that I would not be able to arrive in Burlington before 10:41 PM on July 16th. My job interview was scheduled at 7 AM on July 16th, therefore, arriving close to 11 PM was unacceptable. I was not offered assistance with hotel accommodations and I was still charged for my hotel in Burlington since I was unable to cancel my reservation with the required 24 hours notice, and I still had to pay for an additional hotel in Chicago where I was stranded by United airlines.

On July 16th, I was headed back to St. Louis on flight ** but my flight was once again delayed by over two hours, creating additional cost. Then, when I finally arrived in St. Louis, I was held hostage on the runway. The entire experience was appalling. I am unemployed and I missed my job interview and therefore was unable to interview. So, I have lost health care, retirement, income, vision, and dental.

My 82 year old mother was left in a group of chairs with several other elderly customers (one 95) for an hour waiting for a wheelchair to deliver her/them to the baggage claim area on July 6, 2010. She was frantic, and my son and I were frantic when we had my mother's luggage but not her.

The Baggage claim representative, Andrea A., was not very helpful and blatantly lied to my son and me. She said these persons needing wheelchair assistance were in a special room with a United Airlines representative helping them. I was in contact with my mother via cell phone, and they were not in a special room, they were in chairs where the electric cart dropped them off, and no one from United or any other airline was anywhere to be seen until I started asking for her whereabouts.

Andrea said "Wheelchair Dispatch" was checking the room, but this was also not true as only two wheelchairs showed up in the hour they waited, one of which transported a man trying to make a connection and the other which my mother took as she was the first person to be deposited in the chairs. Andrea got upset with me for trying to explain to her that her explanations did not make sense, and she called a supervisor, Corinne M., who arrived at the same time as my mother (almost 1 and 1/2 hours after her plane had landed). So while she apologized, she was singularly ineffective in helping.

Clearly these passengers were not treated with the level of attention, respect and care they deserve defined by United's Commitment to Service. I believe the United Airlines staff responsible for transporting elderly passengers on July 6, 2010, deserve official reprimands in their files for failing to transport these elderly people in an expeditious manner. And, most importantly, United Airlines needs to address the issues it has in the Denver airport regarding transportation of those needing special assistance so that this does not continue to happen (This is the second time my mother has experienced problems with wheelchair transportation in the Denver airport).

One day each of us will probably be old enough to need assistance, and I hope that you are never treated like my mother was.

PS I was particularly unimpressed with two other comments made by Andrea A. in Baggage Claim: First she told us that the priority was to get wheelchair passengers to outgoing planes, and that incoming passengers were accommodated after those passengers trying to catch planes had been accommodated (this statement isn't really designed to allay ones concerns, is it?).

Second she suggested that next time I should meet my mother at the gate although she said I would be unable to take a wheelchair with me but would merely be able to wait with my mother for a wheelchair to show up. How exactly would that help my mother or expedite her transportation to the Baggage Claim area?

Upon my arrival at Chicago-O'Hara Airport, I went immediately to baggage claim to get my bag and get on the next leg of my flight. The way that the baggage handlers treated the baggage was appalling! I observed one fellow who could speak no English literally throw a package that was marked "Fragile" more than 20 feet onto the floor. Other handlers were throwing bags here and there.

I was lucky enough to see my bag come down the conveyor belt and I took it upon myself to go get it before these idiots broke some items I had paid a lot of money for overseas. The number of my flight was UA 941 arriving on June 29, 2010. These guys were brutal to the baggage and could have cared less who saw them do it. Then due to the flight being 20 minutes late and the fact that these bozo's threw all the baggage in piles, my entire group missed our connector, but fortunately we were put on another.

On May 21, 2010, I flew to London and Naples, Italy. The itinerary was a flight from San Francisco to London by way of Los Angeles on United (flights UA 0114 and UA 0934, respectively, confirmation number NX4KPK), followed by an Alitalia flight from London to Naples on May 22 (AZ7899 and AZ7644, confirmation number MVP7TE). I had about 3 hours between my arrival at Heathrow and my flight to Naples, also from Heathrow.

The United flight began well enough, taking off on time. Upon arrival for the scheduled plane change at LAX, United notified passengers that the LAX to LHR flight would be delayed by 2 hours. I immediately found the United Airlines desk at LAX and asked them for assistance in ensuring that I would not miss my next flight from Heathrow to Naples. The woman at the United Airlines customer service desk at LAX was very helpful. She said she was booking me on the next Alitalia flight from Heathrow to Naples using the same confirmation number of my existing Alitalia flight. She said the United Airlines flight to Heathrow would still likely arrive in time for my flight. However, in case the United Airlines flight arrived late at LHR, I must present the voucher she gave me to Alitalia at Heathrow. Alitalia, she said, would put me on the next flight out to Naples. Thinking all was well, I proceeded to the gate and waited to board the delayed flight to London.

The United flight took off later than expected, following an additional 30-45 minute delay on the runway. Having left LAX about 3 hours late, the United Airlines flight arrived at Heathrow well after the Alitalia flight to Naples had taken off.

I proceeded to the Alitalia desk and explained that the United Airlines flight had been delayed, but that I had taken pre-emptive measures by talking to United Airlines customer service. I presented them with the voucher and explained that United Airlines had booked me on the next Alitalia flight to Naples using the same confirmation number as my original booked flight.

The people at Alitalia told me that they could not honor the document given to me by United Airlines, that I was not, in fact, booked on the next flight out, and that I was a "no show." That the "no show" was beyond my control was irrelevant, they said. Furthermore, they asked that I pay them 450 British pounds for a new round-trip ticket to Naples to replace the original $260 ticket I had purchased. I refused, and asked to speak to the manager. The manager told me much the same thing, and further indicated that this was a problem for United Airlines to handle, not Alitalia.

I asked Alitalia to phone the United Airlines representative at Heathrow, who was located at a different terminal. The United Airlines representative spoke to the Alitalia representative on the phone, and then to me. Alitalia, she said, were supposed to put the passenger on the next flight out as a courtesy to United Airlines, however, they could no longer do so due to new Alitalia regulations. She said she was swamped with customers as it was a bank holiday weekend, and could do nothing more to help me. I explained that the delay in my arrival at Heathrow and subsequent missed flight was due to a United Airlines flight delay. The United Airlines representative repeated that she was swamped with customers and was unable to assist me.

I continued talking to Alitalia, and again to United Airlines, and even called my Italian speaking Neapolitan contact who spoke with the Alitalia representatives. Nothing helped. By this time, the last Alitalia flight to Naples was closed. Having no other recourse, I left Alitalia and went to British Airways.

British Airways had a place on a flight to Naples that evening, leaving from Gatwick. The cost was 600 GBP (about $900 USD)for a round-trip ticket, plus the cost of the coach to Gatwick. Not wanting to be stuck in London over a holiday weekend with no place to stay, I bought the ticket.

I would like to request that United Airlines reimburse me for the $900 British Airways flight to Naples, as well as the missed $260 Alitalia flight. I am a frequent United Airlines flyer, hold a United Airlines credit card, and try to fly United Airlines whenever I can. All my previous experiences with United Airlines have been quite positive. As such, I was surprised to have had to pay out of pocket for a missed flight due to an unexplained airline delay.

I would very much appreciate your attention in this matter.

United Airlines tried to extort money from me by saying I had an upgrade but not disclosing that the upgrade miles had not been cleared on my account. a trip that could have been healing after a long illness was obliterated by corporate greed

Almost every 12 year old has a cell phone (especially kids that travel alone) and I can guarantee you that ANY 12 year old can get through and airport by themselves probably better than most adults. It is amazing to me that a 16 year old can get a license to drive a car in any state but can not be unatended in an airport? UNITED ... stop ripping us all off! $200 RT for un-necessary services!

I purchased tickets for my son from United Airlines. With this purchase, I paid an extra $99 each flight to be accompanied by a chapperone. His intial flight, which departure was scheduled from San Jose National Airport in California, left early. United Airlines accomidated the passenger (minor) by booking him on a flight out of San Francisco, California. Upon arrival, I get phone call from my mother, (who is person I have given required information to United Airlines as person to accompany minor for drop off), stateing that no chapperone was paid for with purchase. I argue, yes I paid extra $99 to have United Airlines chappperone my son during flight, and airport layovers. My mother is confused, she then puts employee of United Airline on phone with me. The lady argues that no chapperone is paid for. I argue back, and eventually she acknowledges that minor does have a paid chapperone.

My child gets on plane to Hawaii. He gets here all is fine. I call United Airline to verify departure flight from Kailua- Kona, Hawaii to Los Angles, CA: to San Jose, Ca, for my minor child, which I have paid for chapperone on return flight as well. I also called to verify whose information they had down, that will be dropping him off at Kailua-Kona, Hawaii Airport, once again using United Airlines. At this time I needed to change that information, and woman proceeds to inform me that the minors flight from Kailua-Kona to Los Angles, is fine, but flight from Los Angles to San Jose flight had been canceled. United Airlines will accomodate me by putting my child on a later flight, the following day, however I may have to pay any additional fees that may occur. I was not happy, and I let the United Airline Employee know. She then admitted it was an error on United Airline end and they would not charge me any extra.

I was also upset because had I not called, United Airline would not have given me a courtesy call to let me be aware my minor child would have been in Los Angles Airport for over 24 hours. Because of change of flight itenerary, I had to rearrange drop off and pickup chapperones for minor. Once again, as minor child departs from Kailua-Kona, United Airlines claims no chapperone is paid for. I again have to argue that chapperone is paid for. Once again United Airlines notes chapperone is indeed paid for. When my child arrives at the very end of destination, in San Jose, Ca, I like any parent, want to know my child has been safely picked up by accompaning adult I have provided information for. I call my mother who is person I have appointed to pick my child up. I get no response.

I call several times, leave several messages, no response. So I call United Airline to find out if my minor child has been delivered to San Jose and picked up by appointed adult. At this time I am told they do not have this information. I ask them who does. The United Airline employee directs me to call San Jose, Airport. I ask if they can provide me with that number. United Airline could not. I researched online and found six different numbers for San Jose Airport. The first three numbers, I get an answering system stating I have reached a certain office and its hours of opperation are monday through friday. This did no help because it is early sunday morning. The other three numbers directed me back to United Airline, at which this time I spoke to three different United Airline employees. One of the employees tryed to reassure me he was safe, I asked if he could confirm that by who picked him up. He could not.

I once again get directed to call the airport. I argue that it was not the airport I paid to chapperone my child to safety, I paid United Airline. I then talk to another employee, this employee argues with me that how does he know I am who I say I am, I argue back that they didnt bother to know when I gave them my credit card and they accepted my purchase. This employee then tried to direct me to Airport once again. I am ****** by this time, yes I was rude, yes I was cursing, you betchya. I want to know where my child is. I am told by employee that I should call the adult that I have appointed to pick him up. I claim I have, I am not getting an answer, that is why I am calling them. Employee proceeds to tell me that it is on adult picking him up and to keep trying to call them. I yell at employee that I did not pay that adult to insure his safety of being picked up by the correct proper person, I paid United and they need to find my child. I speak to a supervisor at my request, supervisor got on phone with a defending demeanor, so I was automatically extremely upset. He tried to tell me to listen to him several times, before I could explain situation, I would not budge. The man heard what I had to say, in turn I listened to him tell me exactly what others told me.

I then let this supervisor know that as a paying customer that ensures the safety of a minor child, that their company should know where that child is at all times until released, and signed for. I was told to contact San Jose airport agian. I begged supervisor to somehow contact that airport because I have no means of contacting them, I was then put on hold for almost a hour. Supervisor came back to let me know that child had been picked up by correct person and the name of the attewnding chapperone.

At this point I had to hope after my rude arguments with this company, that I was being told correct information. I was later called, by my child once they had reached home 5 hours later. My chief complaint against United Airlines is if a customer pays for a minor to be chapperoned, that any change in flight schedules, parents should recieve a courtesy call as soon as change is detected. I also believe that a parent/ customer should be able to contact the airline who is responsible for child from point A to B and possibly a C, and Airline should know this information at all times. I believe the parent should be given either a website and confirmation number, or phone number to be able to validate this information.

If United Airlines can not proficiently keep a minor's where abouts at all times, I dont believe they should offer a chapperone program, let alone charge extra amount for the service. I would have gladly gone through a different airline that was competant, and given my money to them. I will never use United again, and I will defenitely not recommend for anyone else, especially when it comes to a minor child traveling with the aid of a paid chapperone...I would like to request if possible that some kind of tracking system be accounted for every minor traveling alone with a chapperone.

Originally we booked a direct flight from SFO to SJD. For some reason, a decision was made to ** the customers flying from SFO directly to SJD. They changed our itinerary to having a stop in LAX. When we arrived at LAX, we had to change planes, only to find out that United had overbooked the flight to Cabo by 36 people. Since Cabo San Lucas is a vacation destination, you can imagine that everyone showed up for the flight. 36 people were bumped from the plane including me and the 3 other people I was traveling with. The next available flight to Mexico was the next day. By putting us up at the LAX Hilton and offering us flight vouchers, United somehow feels they have compensated us for destroying our vacation.

Now I'm not sure how much United pays for a night at the airport Hilton but I can assure you that it is far less than the 5 star all inclusive resort that I paid for and would not be getting any refund for. And trying to give me compensation with United vouchers is just an insult. After destroying my vacation, do you really believe I would want to trust my travel arrangements with such a incompetent company? To add to our problems, once we did make it to Mexico, United had lost half of our luggage. They did not get the lost luggage to us until 9 pm on our last night in Cabo.

Here is my major concern; United claims that purchasing a ticket basically gives the traveler no guarantee that they will get to where they are going in the time frame they have purchased tickets for. I understand acts of God and bad weather delaying things. These are acceptable reasons for delays. Overbooking a flight by 36 people and telling the "paying" customers tough ** is not acceptable. In such situations, there should be a way for the customers to get a reasonable amount of payment for lost time and money caused by the incompetence of the airline. And vouchers are not an acceptable form of compensation. Cash, cash, cash. These airlines need to pay so that such horrible customer service will not continue to plague the travel industry.

United Airlines billed my credit card for 2 upgrades to first class at the airport before my departure. They should have billed me for 1. They made the mistake. I called three times and discussed the matter to no avail. I never got my 150.00 dollars back.

Recently, they have billed $142.70 for a ticket exchange. Do not recall any of the details so I called Michael at United and got the run around, so I asked to speak with his supervisor and he hung up on me. What can I do? The only phone number was for Michael and that was on the bill they sent me. I am thoroughly disgusted with how they treated me and he was extremely rude. This will be the second time they steal my money.

Fly United and risk arrest. On my recent flight from SFO to ORD on UA 0102, continuing to BMH on UA 7045, my baggage failed to make the plane change, and I filed Delayed Baggage Report in BMH on Monday evening, Jan 4. I had come to Birmingham to perform surgery, and the bag contained my instruments. Over the next 40 hours, I had many interactions with your Baggage Claims personnel, almost all of whom were irresponsibly incompetent, and some of whom were frankly abusive. I was told the bag arrived at BHM on Flight 7110 Tues morning, Jan 5, but had been inadvertently shipped back to ORD (Denise). I was told several times the bag was at BHM and would be shipped to my hotel, as requested, which did not happen (Amit, Rahum & Raman).

Several times, I was promised callbacks by supervisors, but never got one (Amit & Rahum). I was told that the bag had been scanned out of ORD, but not into BHM, which meant that the United Baggage Claim Tag had fallen off, and that I might need to go to BHM to identify it (Roseline). When I finally got the bag, however, the original United tag was intact. What was the problem?

On Wed morning, Jan 6, I was told the bag had been located at BHM, but could not be delivered because of bad weather, and that I should go to the airport to pick it up (Karan). So, I went to the airport, but he bag was not there.

At the United Express Ticket Counter (also the baggage claim department), an extraordinarily rude and unhelpful woman (Latricia) told me my bag was not there, and that it had been delivered to my hotel the previous evening. Despite my telling her that I knew the bag had not been delivered (which was why I was there looking for it), she would provide no further assistance, and in particular, refused to call her supervisor. Having been told not an hour earlier to come there to claim my bag, I insisted on some sort of explanation, and she responded by calling the police to have me arrested!

Fortunately, the police quickly ascertained that I had done nothing wrong, tried to calm Latricia, and help me look for my bag. Later that day, the bag finally appeared at my hotel.

Throughout this two day episode, the UA Baggage Website and the recorded phone message stated that my bag had not been located, and that no further information available. Some of the 6 or 8 United employees I dealt with were courteous, but others were rude, and one (Latricia) was almost violently abusive. Some of them tried to help, but most simply made up stories to get rid of me (Amit, Rahum & Karan), one of which sent me on the futile trip to the airport that almost resulted in my arrest for nothing more than waiting to be helped.

I have spent two hours on the phone with approximately nine United and Hilton representatives and have been unable to resolve an issue with a promotion code I was given. When booking a hotel through Hilton Worldwide Resorts online, staying at the Hilton Hawaiian Village Beach Resort & Spa, I was provided with an offer for special United 10% discount on flights to Hawaii for Hilton Hawaii customers. When I tried to book the flights using this link and promotion code provided, it kept returning a message that the promotion code was not recognized.

United representatives have since booked the flight but placed the booking on hold until United can resolve this issue and apply the 10% discount as advertised. However, I would request that you apply the correct promotional code to the website link so that no other valued United/Hilton members encounter this issue. I would appreciate it if you could consider providing any complimentary upgrades for this stay given the inconvenience that this can cause (it's our second honeymoon and has not started well!).

Our group (5 females) was stranded in Chicago Airport for 10+ hours on 3/15/10. Upon our arrival at 9:00 am, we found out (only by looking at the monitors) that the connecting flight (UA7594) scheduled for 10:00 am to La Guardia had been canceled.

We proceeded to the assigned gate to find no one there to assist us or explain to us what would be done. We went to another United gate next to it to try to get help and were told they could not help us, and that we needed to find a customer service counter. There were no live bodies to talk to. And when we complained to the United employees, we were told, that like everywhere else, United had cutbacks in staff and there was nothing that they could do.

The customer service monitors would only show that the flight was canceled, but did not tell us what we needed to do next. We finally found a random United employee at another gate that looked up the next available flight and told us that he would then put us on the standby list (among 80 others). We were not sure why we had to request to be put on a standby list and why United didn't already do this, since they are the ones that canceled the flight. The next available flight with seats to any of the NYC airports, would not be until 6:00 am the next morning. He said for us to go to the next LGA flight gate and wait. We were told at that gate to not get in line and to just sit and wait and they would call us to the counter. That never happened!

We continued this process of going from gate to gate, only to be told that we would not be put on, but to just go to the next LGA flight gate. At each new gate, I would wait in line and talk to the United employee and was told there still were no available seats to any of the NYC airports. Finally, because I continued to ask at each gate, they remarkably found 5 seats on a flight to Newark that would leave at 6:30 pm. This was at around 2:30 pm.

When we asked about our luggage (since it had already gone to LGA), they assured us it would be delivered to our place in Manhattan once we reached our final destination. We could not file a claim on the luggage to have it sent to the Manhattan location, even though we had someone there to receive it, until we landed in Newark.

Now, the real fun begins! We had already lost an entire vacation day in NYC since we did not arrive in Newark until 11:00 pm. (the 6:30 pm. flight got delayed to 7:30 pm.). We filed the luggage claim at Newark Airport and were told that the delivery service ran 24 hours a day and we would have the luggage soon!

We called the 800 number given to us on the luggage claim for another 19 hours! Each time we called, and we called at least 8-10 times, we were assured that the luggage had already left LGA and was en route. We were promised delivery by 3:00 am, then 8:00 am, then by 12:00 noon, then 2:00 pm, then 4:00 pm, but definitely by 6:00 pm! We asked to speak to a supervisor each time and were told that he/she was with someone and would have to call us back within 15-20 minutes. We never received a call back from anyone throughout the entire 19 hours! We were lied to continuously!

We understand that the reason (which was never given to us) for the initial flight cancellation might not have been United's fault, but getting us our luggage could definitely have been handled more professionally by United Airlines!

Also, to add to the problem with locating our luggage, the clerk at Newark that wrote up the claim, wrote one of the numbers wrong and we kept having to re-explain this to the folks that answered the 800 number. And, by the way, we had a terrible time understanding these employees due to the extreme foreign accent! I kept asking for a number to call LGA directly, so that I could confirm that the luggage had actually left the airport. At this point, we were willing to take a taxi and go and get it ourselves. I think the time is only about 30 minute from where we were staying to LGA. They would only give me the 800 number.

I finally called a United Airlines customer service number and demanded a local number to call, which she finally gave me. I called directly to LGA and the person answering the phone was very confused as to how I got the number, but did get me to someone there that did actually look into the problem and called me back. But at this time (around 4:00 pm), there was not much that the guy could do but confirm that it had left there and called the delivery service to confirm that they were running behind and that we would have the luggage by 6:30 pm, at the latest.

We received our luggage at 6:40 pm on 3/16/10, which meant we had to spend over 48 hours in the same clothes and did not have some of our needed medication, which we explained to them numerous times. They would just apologize and say that they understood our frustration.

Due to losing an entire day of our vacation, we were able to reschedule our return flight to a later time so that we would have more time on our final day. This actually went smoothly and we were not charged an extra fee for the flight change. Guess who the original return flight was with? It's Delta, not United! The Delta representatives were very understanding and even lowered our checked luggage fee. We love Delta!

I cant tell you how very disappointed we are with United's customer service and all five of us plan on telling everyone our story! I guess you get what you pay for since United was offering the best rates at that time. I hope that someone will actually read this letter and try to improve on your overall service!

My younger sister is a military wife. She and her husband are stationed in Germany. On a recent visit home, she was booked on a United flight that was to leave Germany, swap in Chicago, and land in Memphis, TN at 6:00 pm. Whoever booked her original arrangement left her only an hour between her two flights in Chicago. This is not enough time for anyone to make it through customs and security, not to mention she had to re-check her baggage while there.

Needless to say, she missed her flight. She was booked on a second flight, which was delayed during a thunderstorm and then switched gates without any audio announcement, only shown on the board. She missed this flight as well. She went to the desk and was booked for a third. Now, I know it was partially her fault about the second flight, but the man who was trying to fix her reservations was very rude and even attempted to blame her for missing the first flight.

When she explained to him that there was just no way, he replied, "Whatever". She spent the night in a hotel, and was booked for a flight this morning. Another storm coming in caused the third flight to be canceled, and she was told that she was being placed on stand-by. At that point, she was so fed up that she booked a flight into Memphis through a different airline company.

I made a reservation through United for a hotel in Fort Lauderdale, booking # 225877 for the Avalon Waterfront Inns. We arrived late on 3/20 because our United flight that day was canceled. When we arrived at the hotel, it was absolutely filthy. It looks nothing like the photos on the internet. The person at the front desk was new (his first day), he walked us to a room, but couldn't open the door, we walked back to the front, he got the person at the hotel next door (Tropic Cay) to help and said, they were upgrading us. We went to the room and it was terrible, very old couch, with stains all over it, several blinds were missing, the room furniture was dirty and beat up.

We said the room was unacceptable and they agreed to give us a room at the Tropic Cay, so we went there and that room was as bad or worse. We flipped on the lights and cockroaches scattered, again room was beat up and dirty. We canceled he reservation and left. The guy at the front desk said that he didn't blame us and that he would not suggest anyone to stay there. I cannot believe that you even have this hotel available to book rooms through United, if you saw this hotel, I am sure you would never put one of your customers there.

I had 55,000 points remaining, so I booked the Residence Inn in Plantation Florida, the confirmation # is 7693097. I don't have enough points to book through the rest of my vacation until I work this out with you, plus, I should not lose the points that I used to book the Avalon.

5) your prompt attention to all of the above so our family vacation is not completely ruined.

The first two days of our vacation was ruined and it cost me $270.00 plus over 50,000 mileage, plus miles that I want back.

On 01/17/10, I was traveling from SFO to Rome (final destination Bologna), but I missed my international fight because the connection in LAX was late due to mechanical problems. My reservation was showing the same flight number 966. I never imagined that I had to change planes in Washington Dulles in a different terminal. So I missed the international fight to Rome, United was able to accommodate me only at the next day and the worse thing was how the United representatives treat people. I asked in LAX airport for my fight to be changed to any city in Italy when I learned it was having mechanical problems. Two representatives said it was the same flight number and it was the same plane so I would be able to make it because the flight 966 from Washington Dulles to Rome was late, too. But this was not true at all.

This caused me numerous problems in Italy, my bag was held by United, I didn't have any clothes to change into, and I had to pay a fee to Alitalia to change my ticket from Rome to Bologna, I had to pay a hotel that I didn't use on 01/18/10 in Bologna, I forgot my computer charger in the hotel in Washington, and the person who was waiting for me in Bologna couldn't wait until 01/18/10. I paid a lot of extra taxi and food, so I spent much more money than I ever expected, too. I have receipts for $569.82 and I expect to be reimbursed by United soon as possible. The worst thing was that I missed my immigration appointment in Italy, and I have to go back to Italy again on April, so I will have to buy another ticket.

I wrote two letters to United, but they said they will not reimburse me, they offered me 17,000 miles which is not even enough to get one way ticket. I didn't accept that, anyway they credited those miles to my account. How can you help me with this situation?

I was trying to book a ticket with a flight voucher. At first, I was able to reserve my ticket as desired then when I was told how to pay for the ticket, my flight was canceled. I was then informed that the only flight available for my voucher was four stop flight which would require me to pay a transaction fee. In an attempt to speak to a supervisor, this became unavailable and was offer yet another option and if I did not complete my transaction that my voucher would be void. I have decided not to use the voucher and booked my travel through another airline.

I am not one bit satisfied with the service I have received from United Airlines employees. My flight on March 9, 2009 from Denver, CO to Moline, IL was cancelled and they rebooked me for a flight that was scheduled 7 hours later. I told the customer service attendant that I had a checked bag. After telling her this, I assumed that my bag would safely arrive at my destination as they had 7 hours to get it to the next flight. Instead, my bag did not meet me in Moline. I was already frustrated because I had paid $100 more for the ticket that would get me home at a decent time and instead flew in 7 hours later at midnight--without my bag. I received my baggage claim number and patiently waited to receive my bag.

Two days later and a million phone calls to United later: no bag. Instead, I was given a FedEx tracking number. FedEx had no record and informed me that they did not have any record of picking up my bag. I was only transferred overseas to talk to anyone about my bag. I was lied to and treated as a fool. I finally dug deeper and called the airport who pushed me off on FedEx again. Finally, I talked to someone who wanted to help, Sherry in Moline, IL. She found out that FedEx had never picked my bag up and it was sitting in the airport. I am waiting for it to be delivered and waiting to receive a call about my bag refund, in which they have tried to call my secondary phone and not given a number to reply to. I am very frustrated with how I have been treated, and lied to numerous times, and no one can talk to me.

When we arrived at the airport, we were ushered over to the curbside check-in at United Airlines and when we proceeded to check in, there was no mention of a curbside charge of $4.00 per passenger. My sister and brother-in-law also were behind us doing the same procedure. When the customer service agent proceeded to tag my bag, he weighed it and said that it was 3 lbs overweight and that there would be a charge for it. My husband's bag was also overweight. They quoted us $287.00 for the overweight bags. My husband had a large expandable carry-on bag so we proceeded to empty some of our luggage contents into the bag and were no longer overweight. But we had an extra baggage charge of $30.00 and this was additional to our two bags at $20.00.

We had weighed our bags before at our resort and they were both under 50 but decided it was no big deal and paid the fair. My complaint is that my sister and husband's bags clearly weighed way more than our bags and they didn't get charged anything--not even the $20.00 per bag. They were served by a different customer service rep. He commented that their bags were quite heavy but winked and said go ahead.

When our guy came back, not only did we get the listed charges but he asked for the curbside charges of $4.00 per person--total charges is now $78.00. My sister wasn't charged anything. When I complained to our customer service rep, he said, "Oh, that's not right. I will be right back." He came back and his explanation was that my brother-in-law had tipped the other customer service rep with $30.00 so he didn't charge them anything. What the hell does that mean?

Anyway, when we all cleared security, I asked my brother-in-law about the tipping and he said that he didn't tip anyone. I was so disgusted with how unprofessional this procedure was. I will never fly United Airlines again. Thank you for my submission. I appreciate that I could vent my frustrations somewhere.

I am writing to make you aware of an outrageous and extremely upsetting incident involving one of the crew members on board UA896 (from Hong Kong to Chicago) on Sunday, February 7. This crew member, without a word and without any justification, forcibly grabbed and picked up our 2-year-old son, Maxwell, as we were exiting the aircraft at the end of the flight, terrifying him and causing him to scream and cry in protest. Despite his yells, his obvious fright, and his frantic physical efforts to get out of the crew member's grasp, she roughly whirled him around from where he had been standing, near the first row of seats, and placed him outside the aircraft door in the jet way, leaving my stunned wife, Alice, and I to chase after him, scoop him up, and try to comfort him.

We cannot think of anything, short of clear and present physical danger, that would *ever* justify grabbing a small child one does not know. And I assure you, there was absolutely no reason for this crew member, with whom we had not had any prior contact during the flight, to do this. As mentioned, she did not give any warning or any explanation for what she did. We consider her action a wholly inappropriate physical violation, verging on assault.

We were the very last passengers exiting the plane. (We had used a car seat, and I had some trouble getting it out of the seat belt.) Since we were both carrying various items, we let Maxwell walk under his own power on our way up the aisle. He walked in front of my wife, with her holding his hand. I brought up the rear. As we approached the door, several crew members were standing around putting on coats, gathering their bags, and clearly waiting a bit impatiently for us to leave. We understand; after 14 hours, we were happy to be getting off the plane as well.

When Maxwell saw these several strangers in long black coats standing there--all looking down at him--he hesitated and shrank back toward my wife--perfectly normal behavior for a toddler. With our reassurance, he would have soon continued on his merry way. But that was not to be. Your employee suddenly seized him by placing her hands around his upper arms and lifting quickly; this was by no means a gentle or respectful lift from under the armpits, as a parent would do. In his shock, he jerked and then kicked, trying to break free. She only tightened her grip and proceeded to spin him around 270 degrees, walk a few steps, and drop him on his feet outside the door.

As my wife rushed forward to comfort Max, we expressed to the crew member our shock at what she had just done. I can't recall our exact words, but we both made it clear that we felt it was wrong to grab someone's child like that. Her response was to dismissively wave a hand and walk away from us. We confronted her no further, focusing as any parents would on our screaming son.

After we walked up the jet way, we paused while we thought about waiting for the crew member to emerge from the plane or asking to see a supervisor. We even mentioned this to another crew member who came out. But with a connecting flight to catch and our still shrieking child to contend with, we decided to move on to immigration, baggage claim, customs, baggage re-checking, the train to the next terminal, another security line, diaper changes, and all the other challenges we knew awaited us before and during our flight to Boston.

The economically hardest hit area of AEP's coverage is paying the highest price for their actions. In an area where businesses are trying to keep jobs going, they're being beaten to death with power bills. The individuals in this rural area are not rich--they are elderly, some are farmers, many are unemployed. AEP is gouging the poorest people in their area, because they can't do the same in other states because of regulation.

But as our initial disbelief has passed, and as we have replayed the event in our minds, we have became more and more enraged. There was absolutely no reason for this physical violation. We would not accept such an assault from anyone, in any setting, under any circumstances (except an imminent physical threat). That we are paying customers and frequent international fliers simply adds another level of anger and dismay. Max cried for a long time and took a couple hours to return to his normal self, so we worry this incident will have a lasting impact, causing him to fear airplane flights.

More to the point, although he is small, Max is a person. He has the right to physical sanctity. He should not be violently grabbed by a total stranger and moved around like he is nothing more than a piece of luggage.

I cannot speculate on the motives of your employee. And they are completely irrelevant in any case. Absolutely no one has the right to do what she did. Even if she had done it with the gentlest possible touch--which, let me stress again, she did not--it would have been unacceptable. You simply don't pick up and move a child whom you do not know. In fact, you do not even "touch" a child in any way without first consulting the parents. And even if they give their permission, you approach the child gently and give the child the option of rejecting your contact unless it's absolutely necessary for some reason.

In the news these days, we see many stories where passengers who use even slight physical contact toward flight attendants are charged with criminal assault. The airlines correctly have a very low tolerance for physical action toward their employees. We do not see any reason why tolerance for physical contact of passengers by crew members would be higher.

We did not get the name of the crew member. Her coat covered her name tag, and in the moment I didn't have the presence of mind to ask, especially after she turned her back on us and walked away. The other crew member, the one we spoke to briefly outside the jet way, mentioned a name, Nikki. But in retrospect, we are not sure whether she was giving us the name of the person who grabbed our son or the name of the flight crew supervisor. As mentioned, we had not even seen the offending crew member during the flight. This leads us to believe she was stationed in business or first class and not in economy where we were seated.

In the interest of aiding what we hope will be a thorough investigation and reprimand, I will give you a physical description, because it is all I have: She is an African-American woman, upper middle age, a little portly, and she was wearing dark, thick-rimmed glasses with dark lenses, and a large red scarf atop her overcoat. Several other crew members were standing right there and witnessed the incident.

We sincerely hope that you will treat this matter with the urgency and gravity it deserves. We will look forward to hearing from you about how you plan to address it, both with the crew member in question and with us, your customers.

I am back home from Asia and I wish to inform that this whole trip was horrible! At the departure day, in San Francisco, United turned down our upgrade confirmed request based upon overbooking and I ended up spending 14 hours and 30 minutes in coach (seat 37A). Yesterday, it was more of the same. I waited until the end of boarding to get a better seat (they had me in coach in the middle seat!) and at the last moment I got to seat on the first row of economy Plus (seat 19 F) in the middle. This has been an experience that I wish not to repeat for the rest of my life! United clearly is misrepresenting to many people this "upgradable" concept as I was not the only one who got to fly coach and not even in a decent seat.

The question for you are the following:

4) Any suggestion how to file for a complaint with United, so this disgraceful event(s) does happen again?

Hitomi, I would have cancelled/ postponed the trip if I had known in advance the risk of what was waiting for me. I found this series of events not only disgraceful but also hazardous to my health.

I am a frequent reader of the WP and thought I would contact the travel section for advice about my situation. Here goes; I am a United Mileage Plus member and booked a trip in December, using mileage, to travel round trip between San Diego and DC, departing on 2/5/10 and returning 2/7/10. The week of the trip also coincided with the snow storm that was planned to hit DC on Friday the 5th. So on Wed. Feb 3rd, I called United to see what United plans were and to evaluate my options. I explained the situation to the agent and was told that I would be given a waiver because of the situation.

The next day Feb 4th, I went to the United web site and logged in to cancel the trip as the weather forecasts were getting worse. I contacted an online assistant, and was told again that because of the situation, I would not be charged cancellation fees. So I cancelled the trip (I have a transcript of the conversation). The following week on Feb. 9th, $150 was deducted from my checking account by United.

I immediately called United customer service and emailed to explain the situation. After two weeks of multiple phone calls and emails to customer service, I was told that I did not qualify for a refund of the cancellation fees because I did not cancel more than 24 hours in advance. The people I talked to on the phone are reservation agents based in the Philippines and India and don't have any authority to correct this and there are no phone numbers for the refunds department. Any ideas on a solution? I think that they will keep ignoring me until I go away. Thanks for your time.

This email is to further complain about United Airlines losing my luggage with tag **. My file code is **. The luggage was lost by United in January 9, 2009 and I haven't yet received compensation from United. The Baggage Tracing/Claim Report was submitted on Jan. 26. I flew on Jan. 9, 2009 from BDS to IAD via FCO. My ticket was a one-way-only ticket in business class (value $4,018.51) bought by American Express on behalf of the World Bank. I was relocating from my residence to my new duty station in Washington, DC.

The only luggage that I checked in was a 43kg, huge, black bag. Most of my belongings that the bag contained are listed in the Tracing/Claim Report. As you can see from the Tracing/Claim Report, my bag contained personal belongings for more than $30,000. I have timely provided receipts of payment for all the claimed belongings. Some of the belongings were personal goods which value is impossible to be reasonably translated into any economic value. In the 3 weeks that followed my flight, I had to buy new clothes for business reasons. I have also claimed $2,538 and 905.90 Euro for interim expenses occurred in the 3 weeks after the lost of the baggage.

In fall 2009, I have received from United Airlines Inc. a check for the amount of $1,553.32 as compensation for the loss of my baggage. I found this amount ridiculous. However, I thought it was better not to waste more of my time and I tried to deposit the check, which was returned! In the last months, I tried to contact United by phone, email and fax but no one from United has ever replied. I believe the proposed compensation is incomplete, inadequate and non-proportionate to the occurred damage and my financial loss. Also, the compensation does not take into account that the loss occurred 13 months ago, and the value of the ticket. Also, the reimbursement is still missing for the claimed interim expenses. I hope United will voluntary reconsider the amount of the compensation. Otherwise, kindly provide me any information regarding further redress and recourse mechanisms offered to customers or the contact of your legal department to try to transact a fair compensation before the issue is escalated to a court.

I submitted this complaint to United Airlines Head Office on November 22, 2009. They replied to direct me to Mileage Plus Department after 3-4 weeks. I submitted the complaint to Mileage Plus on December 23, 2009. They wrote an automated email that someone will contact me in 2 or 3 working days. I did not hear from them till today. I have sent reminders to them on Jan. 2, Jan. 10 and Jan. 27, 2010. Here is the copy of the complaint.

I am extremely disappointed with the services provided by United Airlines. I demand a written reply to this complaint for my reference to this complaint. I made a reservation with United Airlines on October 25, 2009, Confirmation No. **. Round trip first class ticket from LAX to New Delhi, India. It was confirmed by your agents at United Airlines more than twice that my ticket is first class and my Mileage Plus Account No. ** was charged 160,000 points.

My travel from LAX to Vancouver was supposedly on a First Class ticket, the seat was less than an economy in size and comfort. There was one toilet for 66 passengers that includes 4 first class passengers on the plane. A pre-packaged box of little snack was served on three hours international flight. That was a completely misleading first class I ever traveled. I hope you know what kind of services does Star Alliance airlines and other international airlines offer in the world on international flights. No first class lounge service was given to me at both LAX and Vancouver Airport because your agent at United Airlines lacks the customer care and courtesy.

This is very important for you to know. As I checked in at New Delhi Airport, I was told by Lufthansa agent that I have first class ticket from New Delhi to Frankfurt and my ticket is business class from Frankfurt to LAX. I was just shocked by this news. The Lufthansa agent said they can not do anything about it as the ticket was written by United Airlines. The only remedy was to contact United Airlines. At 2AM on November 13, I searched for a payphone and called United Airlines. I was on hold for over 26 minutes and no agent spoke to me. I spent RS160.00 on phone call. I had to go because there was the final call for security and immigration check for passengers taking the flight LH761 from New Delhi to Frankfurt. I was told by a Lufthansa agent at Frankfurt that this is not the first time United Airlines has done what they did to me. They often do that on rewards tickets like this.

I do not need to explain you why I wanted first class ticket for 11-hour flight from Frankfurt to LAX. You charged me for first class ticket and sneaked in a business class ticket on Frankfurt to LAX sector. I demand a full investigation on this matter. I want copy of the notes made by reservation agent at United who told me it was a first class reservation all through my itinerary. Thank you.

On October 2009 I purchased a ticket from United Airlines for travel on January 20, 2010 with a return date of January 28, 2010 for a total of 8 days. This was for a family reunion to be with a sick sister that was suffering from cancer. On December 29, 2009 my sister passed away. I called United Airline to try to change my reservation and that's when the nightmare began.

First, I was told that to change the ticket would cost $150.00 plus $330.00 for a change in fare. After explaining to them my situation to no avail, I went ahead and purchased the ticket. When I received my itinerary by email, I realized that the return date was not change and had me returning January 28, 2010. I do not have vacation days and my job does not allow me to take almost a whole month in personal time off or that many days in bereavement leave.

I called back United Airline and I was told that changing my return date would cost me another $150.00 for changing date and approximately $400.00 in change of fare. With the original ticket that I'd purchase for $232.00 the whole trip would cost me $1262.20. I decided to check other airlines and found a much better deal with American Airline using old mileage that I have accumulated when I used to fly with them. Within approximately two hours I called United Airlines to cancel the reservation and obtain my refund. I was told that they could not issue me any refund. All they would do is issue me a travel voucher for the change in fare minus the $150.00 for the ticket exchange.

I am a premier executive in the United Mileage plus program and had never heard of this. My understanding was that if you purchase a ticket from an airline and then find a better fare with another airline or even if you change your mind, you would receive your money back in cash or credit card credit as long as you cancel within the 24-hour time limit. I am now stock with a travel voucher that is only good for one year and not knowing if I'll be using it within the one-year time limit.

A warning to everyone who purchased a ticket on United Airline and wants to cancel the reservation at time: don't ever mention the word change because it is an automatic charge of $150.00 with no refund. I emailed United Airline customer relations complaining about my problem and never heard back from them. From the $348.00 that they charge me for the ticket that I cancel within two hours later, they refused to refund my money and issue me a travel voucher for $248.00. They are charging me $150.00 fee for the transaction with no change to my original itinerary.

This is about lost baggage, and failure to ensure the customer that the bag will be found. On Dec. 29, 2009 I flew flight 611 from DCA (Washington, DC Reagan National) to ORD (Chicago) and then flight 851 from ORD to PEK (Beijing, China) and land on Dec. 30, 2009. I received 1 of 2 bags and filled out a missing bag form with United staff at Beijing airport. The missing bag report number was **.

It is now Jan. 6, 2010 and still no update from United. Repeated calls to them result in the same script read over and over again. I made one breakthrough and I found out that on Dec. 29, 2009, my bag did in fact make it to ORD (Chicago) but on a different flight number--flight number 609. Since then, my bag has gone missing. I have asked United staff to contact O'Hare airport via phone rather than their internal system, which obviously is not working--only for them to tell me that O'Hare is busy and has not gotten back to the lost baggage department and calling will not help.

Now, missing bags are common, but in certain circumstances, missing baggage can be critical. The lack of caring on United's part has really left us in the mercy of a help desk in India, who obviously are lying through their teeth until you actually talk to a supervisor. And even then, it's a 50/50 chance that he is going to care. After eight days, thus far, they have finally told me to fill out a compensation form, and I asked why. They told me that they have given up looking but will continue to trace the bag (whatever that means).

My recent experience with United was horrendous. I was supposed to fly out on 12/19/2009 on a direct flight from Denver to Philadelphia. After having 3 different flights cancelled and re-booked, I was finally scheduled for a flight leaving from Denver to Dallas, the morning of Sunday 12/20/2009 then Dallas to Philadelphia that same day on USAirways. United apparently knew well in advance that all flights were cancelled into Philadelphia but chose to fly me and my 2 1/2 year old son to Dallas regardless.

After waiting in a line for an hour, I was treated rudely by a United employee who insisted I was in the wrong line and would have had to wait at the end of another line for an additional hour and a half. Then she yelled at me that all of the other people were in the same situation as me and forced me at the back of the other line. As a result, I was told we were to be stranded in Dallas for two additional nights/days before getting me to anywhere in the northeast. They could not even find me a flight back to Denver. Well, that was an unacceptable solution for me as I had no supplies with for my 2 year old (he was being dropped off) and could not wait in a hotel for that long with him in tow.

My only option at that point was to rent a car and drive. I drove for 11 hours that day and another 4 hours to Nashville where I found another Southwest flight that got me into Baltimore the next day. Upon which, I spent the night at a relative's house and drove to Philadelphia another 3 hours. This episode cost me an additional $977.53 for the Southwest airfare, hotel, car rental, gas and basic supplies for my 2 year old. This is on top of the United flight expense for two tickets of which we had to forfeit the leg getting to Philadelphia.

This has stranded me and my 2 1/2 year old son in Dallas and costing me a ridiculous sum of unanticipated money when it was easily avoidable by United is unacceptable.

I am a UK Citizen who recently flew with United Airlines to New York and Back. We flew to New York via Washington. On arrival in Washington, it appeared that my bag was missing. We reported this and were told to log a baggage claim at NY LGA. When we arrived there from Washington Dulles we then realized my partners bag was also missing. We filed this with the airline and spent the next 24 hours calling and chasing them. They had a USA contact number for us as well as our UK mobiles and did not once call us. Secondly on speaking to their call center, we were offered a credit of $150 towards another flight within the USA which is pointless as we live in the UK. We have emailed numerous complaints and received scripted responses, saying no record of credit offered, but will post anyway. As said, it is a pointless credit.

When we arrived at the airport initially to fly out, our flight had been changed without prior notice and then this was subsequently delayed giving us less than an hour in Washington to get the connecting flight to La Guardia. We finally received our bags on Christmas eve more than 24 hours after they had been lost! On our return flight, we went via Chicago o'hare, the first flight was delayed by 30 minutes. We got to Chicago, however still on time and boarded our flight to return to London Heathrow 3rd January 2010 6pm. The plane then sat at the gate for 40 minutes due to another flight behind us not moving. This meant that we landed in the UK at 9.10am instead of 7.55am. On this particular flight, the inflight entertainment was not working, so we had to sit and endure 8 hours of complete boredom.

On our arrival to the UK, we found that once again United Airlines have lost our baggage and that then it is still in Chicago. Advised baggage would be delivered within 24 hours. We are still waiting. We have tried and tried over and over again to contact united, the UK number only has an answerphone service, and despite leaving numerous messages we have not received a callback. I called the US number instead to be told that one bag is now at Heathrow Airport and the other is in Chicago! I was then informed that it was a big airport.

I asked for a number or email address to complain to and was then told it does not exist, and that it was not United's policy to give me any contact numbers. This call ended rather abruptly with me in tears. Please, please, please, please can someone help me with some form of contact number or email address or something to complain to? I am desperate and at the end of my tether with United Airlines, it is the worst travel experience that I have ever encountered in the whole time that I have traveled.

I booked 2 tickets for my husband and my self, one way to Orlando from Hartford CT on 4/10/10. I did this in November 2009. I paid $221 each. Today, 1/4/10, I found the exact same tickets and the exact same flight had gone down $53.00 each, which is a significant amount for 2 retired folks. I called Priceline, and they said I had to talk to United Airlines. They said it would cost me $150.00 each to change to get $53.00 each back. Obviously, I will not do this. But I do feel that this is totally unfair to the consumer. My husband and I could have saved $106.00 and not had any impact on the airline. Thank you.

No Jetway was provided for this flight. My husband, age 90, needs a wheelchair to take him to the plane. When boarding began, the attendant wheeled him into an elevator and went down one flight and outside onto a sidewalk. She rolled the wheelchair to the end of the sidewalk and told him to walk to the plane. There was ice, snow and slush higher than the sidewalk. I told her there was no way he could walk to the plane, that I didn't know if I could walk to the plane which was about 30 feet away. I asked my husband to get out of the wheelchair and instructed the attendant to put the wheelchair onto the solid sheet of ice on the ground at the edge of the sidewalk and my husband got back in the wheelchair. With a great deal of effort, we got the wheelchair and ourselves over to the stairs leading to the plane. This attendant deserves an award.

Then, we had to get him up the slippery steps into the plane, which took four people assisting him. There was a Jetway to exit the plane in Raleigh, which was completely dry. Why wasn't a Jetway available in Washington, where they had had almost two feet of snow? Why wasn't the path to the plane cleared and salted? Why did we have to walk through slush on a sheet of ice to board the plane? This situation was dangerous for a fragile person and completely unacceptable for handicap treatment.

On December 15, 2008, I traveled via United Airlines. When I arrived at my destination it was discovered that my luggage had been lost. I filed all the proper documents including their Baggage Tracing/Claim Form. I was told by United to purchase what I needing during my trip and it would be reimbursed. My luggage was returned to me January 1, 2009, fourteen days after I returned from my trip.

United contacted me and verified I received my luggage at which time I asked about the reimbursement of the items I purchased during my trip. They assured me I would be reimbursed but it would take 60 to 90 days for the paperwork to process. I then followed up with them in March, about 60 days after the luggage was returned to check on the reimbursement. I was told at that time it was still being reviewed.

I contacted them monthly after that to check on the status; each time being told it was still being reviewed. On June 19, 2009 I received a letter from United stating that they were not able to assume liability for the claim due to the inordinate amount of time that elapsed and an investigation was not possible at that point. They also stated that they did not receive written notification 45 from the date of lost correspondence.

From then we have been going back and forth with letters on this claim; without resolution. I've asked them what I was supposed to notify them of in 45 days. They stated the claim was under review so I waited they time they told me to wait for them to review the claim. Then I get a letter stating I waited too long.

This is totally frustrating and I cannot get anyone from United to call me to discuss this issue. I'm just asking them to honor their commitment to reimburse me for my expenses as they said they would. The items totaled $591.00, including reimbursement for the $15 baggage handling fee.

On December 22,2009 I flew on United Airlines from San Diego to Winnipeg Manitoba to see my Son and his family for Christmass.With the short layover(40 Minutes)in Chicago my bag did not make it on my flight from Chicago to Winnipeg.I was told at the baggage services that my bag would be on the next flight from Chicago and delivered to my sons house by courier.The 23rd came and went with no bag so I called the 1-800 number on the claim form and was told that my bag was in chicago and would be on the next flight to Winnipeg and delivered to me by courier.After several calls on the 24th I was assured the my bag was going to be on the next flight from Chicago and would be delivered to me as soon as possible.Late in the evening of the 24th I called and was informed that my bag had arrived in winnipeg at 1.49pm the 24th and that it would be delivered to me as soon as possible.As of now it is the afternoon of the 27th and after 3 days of being told my bag was in Winnipeg and was going to be delivered to me and I would get a call with the information on when and how my bag was going to be delivered,and I have not recieved one phone call and the last call I made I was informed that they don't know where my bag is.

I called United Airlines Customer Reservations, was placed on hold for 40 minutes, their system hung up on me. I called back, and was placed on hold for 20 minutes and was disconnected again. I called again, waited 45 minutes and spoke to an agent. When I complained about her system hanging up on me she said it was not her fault and she had not had a coffee break and I should understand that they were busy. I asked her if she understood why I might be upset having to wait over an hour to get connected with them.

My daughter was flying home from School and we were told that she would have to wait in the airport for 24 hours and that was too bad. I told her this was unacceptable and she said she found another flight at an earlier time. I suggested that if she couldn't find a direct flight a connecting flight would be fine - she then she said she had a different flight that was leaving later - I was unhappy with her responses and when I asked her to book her she placed me on hold and then came back to say the flight and seat had been arranged. When I asked the time and the flight number she had already hung up on me. I was supposed to complete a survey on the experience, but the agent disconnected me so I was unable to provide any feedback. Obviously they don't take their customer service seriously and only want to receive positive feedback.

In exchange for giving up my seat on an overbooked flight out of Chicago I was given a first class seat and round trip voucher. When I arrived in Denver I was told that the United agent was not allowed to give me such compensation and I was to be moved to a middle seat. When I explained that although I feel for the agent who broke the rules it was not my concern, my concern is that I had an agreement of which United broke with threats of not allowing me to board at all.

On November 4, 2009 I flew on United Airlines flight # 0075 from San Francisco, CA to Honolulu, HI. I was on a job assignment as U.S. Public Health Service officer, a nurse, en route to American Samoa. I collected my suitcase off of the carousel in Honolulu and immediately noted that one of my luggage compartments was unzipped.

I IMMEDIATELY walked over to the United Airlines office to file the complaint of a missing stethoscope which I needed for the job assignment. I completed the report of theft. I received a response from United, a Ranbir S., Baggage Claims Representative, telling me that I failed to file the report within the required 24 hour window negating the airlines responsibility.

I literally walked from collecting my suitcase directly into the claims office; no-one could have gotten their any faster. They completed the paperwork for their Case # 9264651A They owe me for the stethescope. I had a pocket knife stollen on my prior trip - I failed to report that as I got home and did not unpack for 2 days. Theft is a problem on this airline, and they are trying to negate their liability.

This is actually about a complaint about a complaint. I had lodged my complaint about Customer Service at Dulles with United Airlines Gate Agents with United. They contacted me to say that they couldn't reach me so they closed the complaint. That is ridiculous. Am I losing my mind or does this airline need to be shut down...an I have been flying United for about 40 years. Emotional Duress at boarding time in Dulles.

but we had the same tickets and seats as three other people. we were ordered off the plane like terrorists. we were yelled at for having these tickets (i do believe the airline printed them for us) the tickets were yanked out of our hands after we showed them to flight attendant and ordered off plane.

where i had my 9 year old nice sit down, then the attendant behind the counter yelled "i told her not to sit down" the attendant said they were goint to try to get us on this plane. i said we have to fly together because my mom and niece had never flown. the attendant said she would do the best that she could. i said i don't want the best you can do, i want us to sit together. this went on for about 15 minutes. then the other attendant behind counter said she had two seats together and one seat across aisle. i said ok. we got on the plane.

when we got back on the plane the flight attendant proceeded to yell at me "those bags won't fit in the overhead,if they don't fit under the seat in front of you they will have to be checked" we arrived in san francisco then had to wait 3 hours for the flight to spokane. i emailed a complaint to united. i took them about 4 days to respond. they responded with a goodwill voucher for 250.00 off a future flight for each ticket we purchased. i thought i just wanted my money back for the crappy way we were treated. but, when the man offered us the vouchers, i really don't want to fly with them again. i don't think it is too much to ask for a refund after it was suppose to only take about nine hours which ended up being almost twenty four.

we had a confirmed flight for 3 adults from san francisco to sydney australia paid for with a confirmation itinery . Found out on the departure date 11/14/09 that they cancelled our flight because we were supposed to call them , even though we have paid ticket with a confirmation number. I just had to spent $6000. to get on a last minute flight with qantas

Booked on flight 7281 from Chicago to Okla City. I aways book my flights so I can sit in alsie seat. When I boarded plane I was told my seat had been given to a lady so she and her friend could sit together. I am a large man. I always sit in alsie seat so I can have some room to stretch my legs. If I had been ask to make the change it would have been different, I was not ask, I was told of the new arrangement.

Complaint Flight Delay/ Cancellation. On Tuesday, October 6, 2009 I was check-in for my mother one of the flights from Fresno Air terminal (FAT) to CO International (DEN). United Airlines # 6676 Operated by: UNITED EXPRESS/SKYWEST AIRLINES about 6:20 AM. On the information board shown that the flight is on time. After checking in we found out that the flight had been delayed by two hour, this delay was then repeated at hourly intervals until 10:20AM when it was announced that it had been cancelled. We were quite frustrated of the news.

My mother call me and told me that the flight # 6676 from FAT to CO International (DEN) cancelled and re-route her to another flight to Las Vegas and will arrive to Washington, DC Washington Dulles Intl (IAD) about 9:20 PM. And she will depart at 10:38 AM from Fresno Airterminal (FAT). It is 3 HOURS DELAY IN FRESNO DUE TO FLJGHT # 6676 CANCELLED and arrive Washington Dulles Intl (IAD) later than scheduled 2 hours. TOTAL DELAYS MORE THAN 5 HOURS FOR THE TRIP.

I do not agree for rescheduled the departure flight from Fresno Airterminal (FAT) to CO International (DEN)) on Tuesday, October 06 2009.

Flight cancelled caused by United Airlines side in their control. I do not complain about the weather, nor about some things are beyond anyone's control. I want United Airlines to compensate the lost due this issue.

I have a credit from a canceled flight through UNITED that I would like to use. The website does not allow me to book a flight with a credit, so I called 4 different phone numbers to United, all which have put me on hold for atleast more than 30 minutes, making it nearly impossible to book a flight. UNITED currently has $1200.00 of mine and have made it next to impossible to use my credit. I specifically asked customer service to connect me to customer service in the USA and he said it did not exist. I can't understand those with an accent well.I just want to use my credit that I payed for!

I want to bring to your attention to an incident that my family and I experienced with United Airlines during our return flight from Jacksonville, FL. My wife and I were returning from Jacksonville, FL to Dulles on flight 7407 on September 20, 2009. The flight arrived on time and we were looking forward to our last leg of our flight to Harrisburg, PA (Flight 8019). This was also the first flight for my baby twin girls. There was to be a short layover in Dulles. We de-planed the aircraft and waited for our gate baggage check in to be delivered to us by the side of the plane. We saw our bag (just about 10 feet from where we stood and waited by the aircraft) being taken out of the plane. In the last moment, the bag was taken back because the porter noticed that it was missing a green baggage claim ticket. I shouted that it was mine and that it had my luggage tag with my name and address on it.

Knowing that I need to do whatever was needed to give her medical treatment, I was forced to travel to the baggage claim area to get the device in the bag. On my way to the baggage claim, I stopped over the United Airline customer service desk to inform them that I needed to go get a baggage and to please advise the gate attendant of our next flight. She said that she could not do that, and that I needed to get back in time or miss my flight. This was done with no lack of concern for the well being of my baby daughter who was now crying loudly. My wife was getting very stressed, and rightly so. Our baby daughter who needed the medical device was born at 25 weeks (3 months premature) and had spent the first six months of her life in the Neonatal Intensive Care. Now, she was in danger of potentially going into a respiratory arrest because of your employees lack of concern and compassion. There was NO ONE who even attempted to help us the entire time.

After about 10 minutes, I managed to make it to the baggage claim area. The Supervisor who would not give us the bag indicated that it would be at baggage claim 4. I searched all over and could not find the bag. After 10 minutes of searching, I went to the United Airline baggage claim office and a woman got on the phone in an effort to help me. By the way, she was the only one who showed any concern for my situation. She found out that it was sent to baggage claim 1. I immediately found the bag and I ran to try and make it back for our next flight.

I went back to customer service and there were approximately 20 passengers in line waiting for a customer service agent. There was only ONE working at the counter. It was about 10PM in the evening. I went to the front of the line and asked to speak with a manager, and she said that she could not help me.

The situation I experience could have turned out to be a lot worst. Fortunately, I was able to get her treatment on time before she went into respiratory arrest. I waited at the customer service desk for almost 45 minutes for a manager, who never showed. Supposedly, she (I believe her name was Vespa) was paged numerous time but she never showed up.

I needed to get my babies home, so we rented a car from the airport and drove 2.5 hours to Harrisburg PA.

Flight 861 arrived in GRU at about 08:10 am and passengers were sent to Transit Area for our last segment GRU-GIG. There were no announcements after boarding time advising that the aircraft had mechanical problems. We were informed of other delays - 15 minutes, then 20 minutes and so on, until we were told that flight 861 was cancelled. We were told that we would fly on TAM to GIG. More than 30 minutes went by and no manager or supervisor was available to talk to us. Just stressed out agents in total lack of control or knowledge.

At about 12:30 pm, we were told that we were been transferred to another airport (Congonhas) by bus. We were sent down to pick up our luggage, but Brazilian Customs were not informed of the cancellation of the flight. The Brazilian Federal Police sent us back up with passengers carrying their own luggage. We all walked up the stairs trying to go back to the Transit Area. Customs Agent close to the Transit Area ordered us to go down again because we had officially entered the Country and could not go back to the Transit Area.

United personnel told us to go down the stairs again and clear Brazilian Immigration and Customs. After a while we were allowed to entry Brazil. With our luggage we proceeded to go to two buses that would take us from GRU to CGH. Mind you that this about 60 kms. apart from each other. About two hours later, the bus driver told us that the second bus was bringing an UA Agent with the transfer manifest. We waited until the second bus arrived and no UA Agent was on the bus.

Without any UA assistance we proceeded to TAM ticket counter. TAM ticket counter agents at CGH had no idea that we were coming from GRU because of a flight cancellation. By then is was 2.55 PM. Passengers from UA861 got very upset and started to scream at the TAM agents who looked at us clueless. A total chaos. Since TAM flight JJ3934 was about to leave at 14:30 PM I empowered myself to by one-way ticket CGH SDU (Receipt attached). $315.00 USD.

At the plane I asked a passenger to make a call to Los Angeles, because I had no access to a phone. I paid the passenger USD20.00 (no receipt enclosed) for the call since family members were at GIG waiting for me. My mother called my relatives and informed them about the change of airports. Agents at GIG were not aware of the venue change. All passengers were upset, hungry, stressed, and quite tired.

For me the saga ended by 3:30 when Mr. Forrester and I landed in SDU. The rest of the passengers I do not know how their day finished.

The day before my return flight (UA860/13 August), I called to reconfirm the flight and was surprised that there was no records that I did not made the flt with the rest of the passengers. Is this not a FAA regulation discrepancy? Acording to them I was on board of the original flt UA861.

UA email me saying that they do not refund expences arranged by myself. USD 315.00. UA send me a courtesy coupon of $250.00 for future trips.

A recent promotion from Hilton's HHonors loyalty program offered Diamond VIP members free award tickets on United Airlines. Approximately eleven months ago, I received a co-branded Hilton/United Airlines promotional e-mail offer for a free ticket to Europe on United Airlines in exchange for 150,000 Hilton HHonors points. I accepted this offer and exchanged 300,000 of my HHonors points for two "free" award ticket certificates.

I recently exchanged these certificates with United and was completely shell-shocked to learn that I would be charged $591 to redeem these "free" award tickets. After some investigation, I found that in addition to the taxes and security fees that the terms and conditions of certificate indicated I would be responsible for (approx $75 per ticket), United also assessed a $180 per ticket fuel surcharge as well as a $60 per ticket ticketing fee.

I don't have a problem being responsible for government imposed taxes and fees. I do have a problem with paying an extra $180 per ticket surcharge for something that United has added in only to generate revenue. I really do feel like I have been taken advantage of.

When I spoke with a United Airlines rep about this, I was told that the "free" ticket certificate I was issued by Hilton was not a free ticket at all, but rather a "revenue" ticket for which United was generating income! Obviously, I was quite disappointed to know that I would have to shell out nearly $600 for a pair of free award tickets.

United responded to my complaint by telling me that this fuel surcharge is customary on all of their tickets. When I spoke with a Mileage Plus rep, however, I was informed that they did not charge the fuel surcharge on Mileage Plus award tickets. United also cited fuel as a cost burden to the industry that they are passing along to the consumer. I find that difficult to reconcile based on the fact that the price of aviation jet fuel has decreased 45.5% over the past 12 months.

Simply put, I perceive this promotion as a classic "bait and switch" tactic. Hilton HHonors members are asked to act on a promotional offer that is characterized as free when, in fact, United is using the promotion to generate revenue. In short, the "free" award ticket promo Hilton HHonors offered was not free at all. United used Hilton, its loyalty program members and this promo to generate income under the false pretense of a free airline ticket.

If airlines need to raise money because of market conditions, so be it, but they should stop nickel-and-diming their passengers with disingenuous fees, that aren't really for what they are supposed to be. This is especially true on something that is promoted as a free award ticket. I paid a total of $360 for each "free" award ticket. I paid for something that was not a governemt imposed tax or fee.

on the flight my cousin and i were on from honolulu hawaii to san francisco california on sept 8 2009. this flight was an add on since the flight the previous evening had been cancelled so as to accomodate all passengers stranded at airport. from thr time we got on the boeing777 the air was freezing coming down from celing. from but 1 1/2 hours into the flight i kept noticing that somrthing was falling from above. then i felt wet sprinkles coming down on me for the rest of the entire flight.

when the flight attendent mde his way to our area i was informed it was indeed water caused by the condensation in the airplane. besides the water falling on me the air conditioner was on full blast and seemed to be set at 30 degress it was the most uncomfortable plane ride i have ever been on. i am disabled. my entire left side is still paralyzed due t a stroke.

i read the other coplants and the only one i didnt see addressesd was the restroom doors. i have enough problems then to have to fight with the accoordian doors that [they] have put on all [their] restrooms. first you have to pull then you push door open to get in. well this is next to impossible when i have only one hand that works. then to get ot you still need to pull and push the door to get out. luckily i was traveling with my cousin this time and she helped me to get in and out. it is aterrible feeling to be trapprd someplace. especially in a tiny bathroom and the seatbelt light comes on.

but still the worst thing is to have to endure a flight thats over 4 hours in thr freezing cold and with water coming down to add to me dreezing. i had a blanket than goodness but didnt help mre from getting wet and chilled. all i was told was sorry but it cant be helped. I had a severe cough that kept me up all night so am totally ezxhausted from going over 24 hours with no sleep. my neck snd back are sore from the cold air breathing down on me for an entire flight

On July 17th 2009 I had a flight from Boston Logan Intl. Airport to Frankfurt Germany to move with my husband who is in the Army, coming with me were our two dogs. I had contacted united before my fly date to confirm that the crates I had for our dogs were ok for travel and I was told they were.

Upon arival to the airport I was told otherwise and given the option to not bring our pets or buy one of their crates for 250$ each. I had no choice but to pay the 500$ total for both crates that were due to be extra large since our dogs are 65lbs and 85lbs. Well the crates were at best the size of a medium crate. Neither dog could turn around or move in the crate which goes against USDA standards and to boot united took my crates away. My dogs were terrified in the overly small crates and upon arrival in Frankfurt I nearly recieved a fine because of Uniteds actions.

The vet in charge of checking paperwork however listened to my story and said she had seen United do this to other pets who travel before and she hoped someone would do somthing to fix this. I contacted united customer relations to no avail so now I plan to spread my story so others know Not to travel United Airlines for pet travel. They will over charge you and in the end provide horrible service.

United Airlines, San Francisco crew to Hawaii...from checking in to the flight attendants, had a distain for the customers on my flight. They seem to have contempt for us. They were unhelpful and rude. Jim and Mary were the worst. One customer was on her way to the back of the plane to the restroom when the seat belt light came on, Mary yelled down the aisle at her "sit down" as if she was a beligerent child.

When one customer complained about a air vent getting her cold, Jim turned the cold air onto me "how do you like the cold air on you?" he said to me as if I had pointed the cold air on her. When I could not put my feet under my seat, I noticed luggage in my leg space, the flight attendant told me it was hers, and left it there during the entire 5 hour flight.

They separated me and my 6 year old child with assigned seating...even though I specifically had been told we would be seated together. When I asked if we could sit together, no crew member helped. I had to rely on the kindness of strangers to get us seated together for the 5 hour flight. We spent thousands of dollars, not for the service we had hoped to receive, but hours of rudeness and abuse.

United Airlines in Charlotte NC placed the wrong name tag on my luggage instead of my name a tag was placed on it with the name of Bruce H going to Albany upon my arrival back into Indianapolis I had NO BAG, a lady with United by the name of Jodi N said my bag was in Dulles would arrive in Indy at 1:40 and would be to my home address within 4 hours. At 6 pm I called and left a message because they claim they dont have humans answering baggage claims calls all you can do is leave a message. As of today 9-4-09 at 11:51 I have HEARD nothing from UNITED and my bag still hasnt arrived. I checked status on line and it shows nothing about my bag.......

I had to complain about my very bad experience trip with United airlines,

First, on Aug 23rd, I missed my flight #106 on 8 am , so I had to add to standby list for next 2 flight, but there was so many people in the stand by list , so the employee work there told me , the earliest flight I would get was around 6pm , because I had a very important meeting that night in Chicago, so I had to purchased tickets from American Airlines,

I called United airlines service center that make sure my tickets will good for come back from Chiacgo to los angeles, the rep. told me it was good,

I also made a call to American airlines service center on Aug.25th night to re-confirm my reservation, I got same answer again , the reservation is good,

But when I went to Chicago airport on Aug. 26th , I got totally different answer from tickets counter, they told me my reservation was not valid and I had to purchased another tickts for today, which was around $ 400, I called to UA service center right away, I got answer from the rep. ,tthe reservation was good, I did not need to pay anything, if the staff in tickets counter has any problem , they could contact service center,

After I made the call, I went back to tickets counter, the staff there insisted I had to pay the tickets, and refused to talk to service center, so later on. I was forced to purchased the tickets by my credit card,

For this kind things , I was totally confused by UA company's 2 different dept., as a customer, I think I was treated unfair, and I did no thing wrong, and because of some misunderstanging between of UA 2 different dept., I had to pay extra money for my trip, it is totally wrong,

I think I will never be a customer for this airlines, I wish they will loss more and more customer, I will keep telling all the people I know about this,

From Chicago to San Jose, CA I was on a flight that was to be a 'no plane change' with a stop in Denver. We landed in Denver and were told that if we were continuing on, to leave our personal items on board and deplane with our boarding passes. I returned 30 minutes later to find that the continuing flight was changing planes and leaving from a different gate. A United employee had taken my carry-on bag off the plane, and without care and safekeeping, placed it in a public location in the waiting area, unprotected. My iPod Touch was stolen. After repeated attempts to rectify the situation, United eventually turned the issue over to 'Baggage Claim' customer service who denied any wrong doing and indicated that they are not responsible for lost electronics. I insisted that I did not check my bag at the gate or at the check in couneter and therefore their baggage claim policy does not stand. United saw no way to reimburse me for my lost expenses but instead offered some mileage to be posted to my account. The small amount of mileage in no way equalled my monetary loss.

I propose that everyone boycott United Airlines. Particularly this upcoming Holiday Season.

I was a passenger along with my husband on the flight listed above. The plane was late therefore boarding was delayed. When we finally got on board the air conditioning was on full bore. Many of the passengers including myself complained that it was very cold. Shortly the captain came on the PA to announce that the crew was aware that everyone was freezing but they had no control over the temperature since we were still at the gate. He then proceeded to say that all blankets had been give out and then he apologized and assured everyone that once we got in the air they would moderate the temperature.

Shortly after that the captain again got on the PA to announce that we would be delayed due to some baggage taking longer to load. We finally took off about 2:10 PM (San Francisco time). We had been in the air for about 30 to 40 minutes and we were still being blasted by freezing air so I along with many others asked if they were going to moderate the temp erature. I was told that they were trying and shortly after that the temperature become much more comfortable, for about 15 miutes and then the cold breezes began again.

Many of us were complaining as it was unbearably cold. For almost all of the 4 hour flight everyone was doing everything to try ad keep warm. Some of us even went to stand in the galley next to the heating grids! It was too cold to sleep or to be comfortable at all.

I have had a United Miles credit card for many years. I did not have a balance on it for some time. I looked at my June 2009 statement and like many others, I had a $1.00 balance for a finance charge, which I had no idea about since I paid the bill in full the month before. I got to looking at my interest rates and just about had a heart attack when I saw my Effective APR at 71.81%! Talk about robbery! I have called and talked to them, and have been hung up on by 2 different people.

When it was WAMU, my daughter put $300.00 and got a Secured Credit Card for which I found out she was paying 19.9% interest on her own money! When Chase took over, they do not have Secured Credit Cards so she wanted to know what happened to her $300.00 she opened her account with under WAMU.

We have talked to 14 different people since July 10.2009, been hung up on several times. They claim they put it into her savings account on 2/8/09, but she does not have a savings account. We seem to be getting the run around and they keep blaming it on WAMU. I told her to ask for a copy of the application for the credit card she has with Chase. Of course there is none! I have my mortgage and a 2nd with them, and my payments have gone up over $500.00 a month.

I am receiving Social Security Disability and my income is not going to increase in the future. As soon as my daughter has her $300.00 back from them, we are closing all accounts, and closing all credit cards. They are the rudest and uncaring people I have ever had to deal with. I guess they don't get the saying "What goes around, comes around". I thought it was against the law for them to charge 71.81 APR!

I spoke with three different attendees about being cold. Good responds from first women, a don't bother responds from second women, and crazy responds asking me to apologies for agreeing with another person complaining about, if there is something that can be done about the awful cold temp.I could write a three page complained. All we wanted was some heat and multiply people complained. It is one thing to be a little cold and another when it is blowing on your face, neck,and hands. I have a stiff neck from it,runny nose, and was miserable for all of but 15 min.of my flight. I had a jacket on, but trying to read and turn pages was a joke.Also, we did not even have a movie to watch to get our mind on something else. They said it would be "The Soloist". Never once did they apology's. Note,I could not put my seat in the up right position,either, and have arthritis in my back causing pain from not sitting in up right position. Worst flight I ever had.

My husband and I made travel arrangements around the same time that he lost his job. Risky? - yes; but searching on one of the typical travel sites we found a decent deal to go to Puerto Rico. The location is great, but the idea was really to stay with and visit his mother who we hadn't seen in close to a year. While the reason may not matter, we ended up finding out a few months later as our departure date was fast approaching, that my husband was eligible to recieve job training that would potentially help him find a job and excel his career. Great News! Except, ahh! The last day of training happens to be on our departure date... we'll still go to Puerto Rico, just at a later date.

Well, I had been in touch with the travel site with whom we made the reservations for and they told me that the change fee would cost $150 a ticket! That's about 60% of the ticket cost. This is really my problem with United. However, when I took the time to call United and explain the whole situation(EXTREMELY politely might I add) I asked to speak with a supervisor after the first person couldn't really do much, and I have to say I felt Helen the supervisor was quite rude with me.

I was disgusted to tell you the truth. I thought the airlines were trying to maintain their customers in these times, but United just proved me the opposite. I felt like they took my money and ran.

We flew Untied from Miami, FL to Edmonton, AB, Canada on Feb. 11/09. Because of the lack of staff the luggage tags were mixed up with another person checking in at the same time. Our baggage went to Paris, France and his came to Edmonton. Thanks to the passenger in Paris contacting us directly and the help of airport personnel in Edmonton (no thanks to United staff). We finally received our baggage a week later.

All of our luggage was damaged and again thanks to the staff at Swiss port Edmonton they took care of the needed repairs and replacement of the luggage.

My IPod and travel speakers were missing from my luggage. Reported the missing items and filed a Pilferage Report. I also forwarded all the orginal receipts, flight information, and forms required by United to their claim department. I have phoned, written letters, faxed, and phoned again for the last 5 months with no compensation. No one at United can be bothered to help us.

As well my husband has limited mobility and requires the use of a wheelchair in the airports (we requested a wheelchair when we booked our tickets). The staff were rude and incompetent and in one case he never even got the wheelchair and had to make his own way, with difficulty, to the plane.

I booked a flight for my 10 year old daughter with United Airlines from Nashville Frankfurt Roundtrip. She was supposed to fly on the 4.July from Nashville to Washington and Washington to Frankfurt with a 3 hour delay in Washington DC. We arrived at 9.00 am in Nashville. Once at the Boarding station, a Lady from Boarding personal took her to the Plane no explanation what the procedure of flying of an unaccompanied minor will be like, my daughter left. I was stunned myself, well, 5 min. later, she came crying back out of the plane. I then ask the lady to explain to us, how they will take care of my daughter so me and my daughter would be aware of it. They took the time for it I think that should have happened without asking in the first place.

I got told they will be taken to a Room with childcare service, they will be given snacks and drinks and they can play games and watch movies there.

She arrived Washington as scheduled and called me right before she was boarding again. My Daughter told me that she got taken to a room where people worked on computers. Personal, that escort handicapped passengers to the planes. The kids had to sit on a chair, there was no snacks, only drinks and the tv was not working due to the fact that the only two dvds they had , were broken !

She felt hoorible.

A Stewardess called me and said that the next plane will go out in 3 hours, so I had to call Germany and tell my parents to turn around ( they went early to the airport, because it is 200 miles away)

My Parents had to turn around againnot to mention the time and gas they wasted.

My daughter called me crying at 1.30 am on the 5th , that was 2.30 am in DCI thought my child was almost in Frankfurt, I didnt believe it !

I asked him were she was going to stay at night and he said everybody stays in the hotel but she will be in the room, she was waiting on earlier and they will build her a bed, well a little cot.

Unbelievable !

I told him this and that she had pain and felt bad he said that she was acting fine towards him but if I would believe she is sick then he calls a medic, but he cant get the medication out of the suitcases because the suitcase is in a secured area. That is the worth service I ever had. I told him to get a medic.

The medic called me and was very friendly, he calmed my daughter down, he made sure a female be in the room and that my daughter finally had something to eat. He also made it possible that she received her medication and told me that my Daughter received a voucher for breakfast and that someone will take her in the morning to have breakfast.

My parents had to take Monday off to pick her up and make the trip to the Airport for the third time !!

I worked as a Public & Investor Relations in Germany for a big Company that is part of Axel Springer AG, producing all the Newspapers and magazines in Germany. I used to be responsible for VIP Customer treatment and know what Customer service really means. We advertise those kind of mistakes usually, if there is no customer appreciation involved. I am still in good contact with my company and they never heard of that kind of service and if this wont be settled I will report this.

out of the sight of a 10 year old and as a parent. This was one big nightmare !

I want her and me to be able to enjoy flying and receive the right customer service. I know that everyone who got children will share my opinion about this experience.

I reserved an international business class ticket from Bangkok, Thailand back to Honolulu, Hawaii with a lay-over in Tokyo. I told the United representative that I would be traveling with my pet dog, and she said it would be an additional $200. However, when I got to the airport to check in, they took my credit card and charged $400 on it. When I got to Tokyo, our flight was canceled, and we were forced to rebook with a DIFFERENT airline. Upon arriving to Hawaii, I called United to inquire about the $400 charge, and they could only tell me I needed to send an email to their Customer Relations department. I've since sent 4 emails in 1 month without any responses. Calling back was no use either. I can't believe that United Airlines is still in business with the horrible "service" they practice towards their customers.

On March 10, 2009, I purchased a roundtrip airline ticket for my parents. It was a trip from San Francisco to Baltimore (June 22, 2009) and back (July 6, 2009). The payment had been made on the same day. Their arrival was fine, the problem started on July 2, 2009. We got a call from our credit card company and they wanted us to verify if our family bought a United Airlines ticket ($1,206.34). However, nobody in my family purchased one. We told our credit card company to stop this payment.

Early in the morning on July 5, 2009, the day before their flight (BWI to San Francisco), I went online to try and print their boarding passes, but I could not. When I called United Airlines to ask the representative what happened and why, he told me that my parents ticket was fine and there was no problem at all. He said just go to airport on July 6, 2009, and someone would help me. This morning we arrived and the United Airlines employees there told us that the ticket was revoked. The employees told us that we had to purchase a new set of tickets. The original, total cost for the roundtrip tickets was $558.40 (for two).

The new tickets cost $379.60 for one so it would cost $759.20 plus tax for both of my parents. I find it unacceptable that we would be required to purchase more expensive tickets. Also, our tickets were already paid for in March and should not have been cancelled. We called our credit card company and they said they never asked United Airlines to cancel our old purchase and didn't know why United Airlines did that, since the old purchase had been paid for.

I really want to know what is going on and why United Airlines didn't send me an email or call me to let me know the flight has been cancelled and why when I called, the United Airlines representative told me our schedule was still fine. Our tickets were already paid for a long time ago and therefore they should not have been canceled. I need United Airlines to give me an explanation and a full monetary refund. Due to this issue, I had to pay $759.20 plus tax for tickets that would not have been necessary if none of this had occurred.

Hoping to hear from your side soonest possible at your earliest convenience.

Thank you very much for your kind attention to this matter.

My father was flying from Chicago to Missoula Montana on Friday June 19th. Due to weather in Chicago, all flights were cancelled. I realize that no airline has control over the weather, however, pretty early in the day it should have become obviously that many flights were going to be delayed and cancelled, thus requiring additional help to reschedule passengers. No additional help was added, all cancelled flights passengers were directed to ONE line which was more than 600 people - and took more than 4 hours to reschedule. My father is 81 years old- he does not need to stand in a line for 4 hours for anything, let alone because this airline is too stupid and greedy to bring in adequate staff. I AM FURIOUS. I promise, that neither I or anyone in my family will ever use United airlines again for any flight at any time EVER.

I'm sure, like most people, we shop around for a "comfortable" price for a flight. I had not been on United for a few years but needing a flight to Chicago I thought why not. Bad choice!

Trip was Boston to Chicago and making the computer reservation was ok, until I did the baggage check in. 1 piece of luggage, $20.00 extra! and if you did it in advance via computer, you got $5 off ($15.00) OK i will get the $5 off. Filled in the info needed and guess what, error came up saying that I missed spelled the State part of the address. No matter how I spelled or abbreviated it, error came up. I was not the Computers fault. The staff at Logan did try to make up for that problem by seating me in the "exit row".

I will not Fly United again. Passingers are the financial GRAVY for airlines. They make the most with Cargo. I used to work for one of the airlines. This is what we were told. If they are testing us to see what we will tolerate. We need to know this. Good Luck All.

I did the baggage check in. 1 piece of luggage, $20.00 extra!? and if you did it in advance via computer, you got $5. off ($15.00) OK i will get the $5. off. Filled in the info needed and guess what, error came up saying that I missed spelled the State part of the address. No matter how I spelled or abbreviated it, error came up. I was not the Computers fault.

Little did I realize that if I were wanting to sit there otherwise, it would have been an extra $39.00 for their Economy Plus seating. I was the only one in that row. This is Nickle and Dimeing everyone for that extra BUCK.

Kidding with the person next to me," Next thing you know, we will have to pay for a cushioned seat row end up seating on Bleachers. I will not Fly United again. Passingers are the financial GRAVY for airlines. They make the most with Cargo. I used to work for one of the airlines. This is what we were told. If they are testing us to see what we will tolerate. We need to know this. Good Luck All.

We would like to talk to a real person about our Uniter Plus Mileage card. We have been unable to find a ticket for our Grand children that we need in the mothh of July that is to our schedule. Why do you make it so hard. We are sorry that we didn't go with another progran with a different card.In fact if we don't get results with this letter we will!Please CALL us as soon as posible......

I was taking a trip on Tues to Jacksonville, Fl from Seattle to get my step-daughter for the summer. I was to fly down there, stay overnight at a hotel and both myself and my step-daughter would fly back to Seattle. I get to Dulles in D.C. to change planes. The first problem was that the crew was running late b/c they went to get lunch and obviously were not keeping track of the time. They did not get to the plane until 15mins after we were supposed to take off (take off time was at 3:45pm).

At that point, a storm came in which made us even more delayed. At 6:30 they told us that we could board. Then, once we were all seated they said they had to get the ok to push out of the gate. 4 hrs later, we were told the flight was cancelled. My husband called united for me and got a ticket for 9:05am the next morning out of Reagan and a later flight to go back to Seattle. All I needed was a taxi voucher to get to Reagan. After waiting in line for 1 1/2hrs I was told that they would NOT give me a taxi voucher. There was no other options for me to take to get to Jacksonville and then back home.

So- I had to book a flight for the next day to go home. I had to stay at the airport b/c some people where given hotel vouchers and others were not, including me. Also, they would not even give out food vouchers. I have called united and they said they would compensate me with a $100 voucher. My tickets cost me $400 and that was with me buying them monthes ago. We bought these tickets with our tax return and obviously do not have that kind of money laying around to buy them again. They did not care. I told them that if we don't see my step-daughter over the summer, then we wont get to see her until christmas. They don't care. I want everyone to know what a horrible experience I, as well as many others that night, had. I want united to learn that bad customer service leads to a loss in business. Thank you very much for taking your time to read my story!

They canceled our flight from Denver to Laguardia (NYC), and we were booked on a flight 6 hours later. On the way to Denver, the stewardess was very rude to an old woman with an O2 tank (small, "FAA approved" she said. Instead of trying to make it work for her, they were rude and took it away.

Anyway, in the 4pm flight in fact left at 6pm (leaving us stuck in Denver for 8 hours with 2 toddlers. Did they give us a pass to their VIP lounge? No. Did they lose one of our 2 car seats? YES.

So at LGA, the guy at the baggage desk tells us not to worry, they have loaners. He also said since we're having a short trip that we just keep the loaner, and swap it for ours when we get back to LGA. Fine, saves some hassle. I take the loaner, happy to have a seat for the 2.25 hour drive to CT. It's midnight, we're burnt out, that works. The loaner seat is wrapped (sealed) in plastic. That would suggest it was cleaned, right?

Yeah, if the company was competent, but this is UAL. The next morning I noticed that in addition to being a little sticky (I wiped some down with baby wipes the night before), it smelled on closer inspection. Like vomit.

I took the cover off, wiped it with clorox wipes, etc., it was FILTHY, and yes, had vomit. Had they hosed it off, maybe? Sure, they might have hosed it off, certainly no more than that.

This is not a minor issue, this is a BIOHAZARD. Thanks for exposing my 2 YO to that, UAL. Never again in my life will I fly UAL.

I flew standby on United flight 107 from Philadelphia to Chicago O'Hare. I was fortunate to obtain one of the last seats on the plane, but unfortunately had to check my bag planeside due to a lack of available overheard space.

Upon arriving at ORD, I retrieved my luggage fine. When I returned home, however, I found that my purse had been stolen from my checked bag as well. I reported this to United via phone (to their outsourced center), email (took over a day to respond), completed a claim form and faxed it in and returned to ORD in person today to follow up on the claim. I am bothered enough by the fact that this could happen to someone that is a Premier member and flies over 100K all the time; what concerns me more is security.

If baggage handlers at United can open luggage and remove items, can they not just as easily put items into a bag (say, narcotics or a bomb) that is then loaded onto a plane? Where are the supervisors (as those baggage handlers are unionized)? Where are the cameras? How is it that we have to practically undress and unpack to go through security while baggage handlers can apparently rummage through our belongings undetected?

Because of my overall concerns with the security at ORD, I have filed a complaint with the TSA and the DOT. I also filed a report with the Chicago Police Department to report the theft. I also plan to continue pressure on United for the resolution of my claim. They will continue to hear from me until the claim is resolved.

I will say, though, that until I am confident that United can prove to the public that all areas of its operations are secured, monitored and adequately supervised, I will never fly them again. Losing my purse is one thing- losing my life is another. I would advise everyone to reconsider flying United. Loss of property valued at approximately $750

-Flight was supposed to leave at 6:00a.m from Atlanta to Dulles. Due to a mechanical problem, we did not leave until 6:50a.m. To top it all off, the mechanics in Atlanta do not start work until 6:00a.m so no one was around to fix the problem prior to the departure time. I would have thought that when the plane landed in Atlanta the night before; they would have fixed the problem so there would be no delays the next morning.

-Because they scheduled the connecting flight so close together, we missed the connection in Dulles to LaGuardia. I think most people on our flight missed their connections as they were lined up behind us.

-Customer Service Representatives attitude was very nonchalant. His name was Samuel. He did not care if we made it to NYC or not. Didnt care that we had show tickets and a non refundable room. He saw a co-worker walking down the hall, and he started a conversation with her and then said he would talk to her later. Then his phone went off and he started talking about scheduling and his availability. Obviously, we were not the priority. He called American Airlines, they had nothing. He called Delta Airlines and they had 3 seats on one flight. They told him to go ahead and book it. He hung up the phone and when he went to book the flight, the flight had been closed. Dont you think he would have stayed on the phone with Delta to make sure he could book the flight? He said she probably closed the flight because she thought we were already booked on the flight. He called back Delta and wasted another 15 minutes. He said there was nothing they could do to reopen the flight. We inquired about other airlines and he said there was nothing which I find hard to believe. The only option he found was that we go to Baltimore on our dime and catch a flight at 2:30p.m. United would not pay for the trip to Baltimore. At that point after an hour of not getting anywhere, we asked for his manager. He was no better. His name was Hasan S.

-We then had the idea that we could take the 11:25a.m. train out of Union Station in Washington and we would get there faster than the Baltimore idea. He said he would do me the favor of refunding me the flight from Dulles to LaGuardia but not the Atlanta to Dulles flight because I had already completed the flight and these were nonrefundable tickets. Why not refund the whole trip I asked? If we knew we were not going to get to LaGuardia via Dulles, why would we have taken the flight out of Atlanta? I think we would have had a better chance getting a flight from Atlanta to NYC. None of this was our fault and we were the ones who had to come up with alternate plan. We had to pay $250 for the train trip and with the refund of $150 for the Dulles LaGuardia flight, we were out $100 and I asked what could he do about it. He said, I cant do anything You could take a limo to New York for $600 and United would still not pay the difference. What a sarcastic thing to say to someone.

-Samuel, the first agent, then just walks away with another co-worker and lets his manager take over. He says nothing like, I hope things work out or again I apologize for what has happened. He was a total waste of time and has no idea what customer service is, what its about or how to give it. He was more concerned about talking with his co-workers. Unbelievable.

-Hasan could not figure out how to refund the ticket. He then calls his manager to come over and help. Her name was Mary. She in the middle of doing it and then gets a phone call that says she needs to be in a meeting, NOW. So she leaves him to figure out how to do the rest of the refund. Then she comes back and tells him he needs to provide coverage for 11 gates and he starts talking to herHow am I suppose to do that? We are short staffed. Now, do we care about this? Is this appropriate? We are standing there upset about trying to get to NYC and they are talking about business, scheduling and staffing. Is this customer service? Is this making the customer feel any better? What are we? Just a distraction? No wonder they went bankrupt and are now are in trouble again and need to charge for everything including being over weight.

So because of Uniteds mistake, instead of arriving in NY at 9:45a.m., we had to take a taxi to Union Station, wait for the train, take a 3 hour train trip to NY and not arrive until 3:00. Needless to say, we had to get up at 3:30 a.m. in the morning to catch a 6:00 a.m. morning flight. If it were up to United, we would not have arrived in NYC until Sunday. This is unacceptable behavior and no matter what happens, its the customer that needs to fiend for themselves. Is this what capitalism and running a business is all about? Take money from the customer and then its a free for all? If it works outfine. If it doesntfine as well. If United goes bankrupt again and is liquidated, it will serve them right. No business should be in business with this type of customer service and attitude. I am requesting a refund for the flight from Atlanta to Dulles. I refuse to be out of pocket for something that was out of my control and in control of the vendor, United Airlines and for the worst issuebeing treated the way we were.

Of all the disturbing events Ive witnessed at airports in recent years, I must admit that UALs abuse of its passengers, both on and off the ground, has put me over the edge. I was conned into flying United on two separate occasions - both overseas trips (to Germany in 2004 and to England in 2007). I insisted during the planning of the 2007 trip that I refused to fly United, and was overjoyed at the prospect of flying with Lufthansa only to discover after the fact that Lufthansa had partnered with United.

Needless to say, I was royally ticked because I knew that the experience would be an excercise in terror. And I was correct: consistently delayed flights, cancelled flights, broken plane?, lost luggage and beastly airline personnel (both ways). Though thuroughly disgusted with UAL in every respect I managed to maintain my composure right up until the moment, on the last leg of our journey back to Colorado from London, the UAL gate agent took to downright abusing an elderly woman for no apparent reason. I was sitting near the counter at the gate along with my ever-patient husband and a great many frazzled, exhausted, and stranded UAL passengers.

Having listened to the gate attendant bark orders and rude remarks at the would-have-been passengers for more than an hour, I lost my nerve entirely when the man began to berate an old lady for stepping over the line? in order to ask a question. When she politely suggested that he neednt treat her so rudely, he labeled her a security risk ? and screamed at her (yes, SCREAMED) that he would call security if she didnt shut up and sit down. Then I lost it. I told the jacksas in no uncertain terms that he was, in fact, a jackass and should rather call security on himself. Moreover made perfectly clear that his attitude for the past hour had been intolerable and that the people he had been barking at were human beings who at a minimum deserved simple basic respect. I dont remember quite what else I said to him, but could see the man fuming and turning over in his petty mind the prospect of calling security on me instead. Perhaps he thought better of it as the passengers seated around me appeared to have my back on the issue.

In the end he shut up, i shut up, and people began exchanging contact information. After many hostile glances in my direction, which I returned in equal measure, we finally boarded an airplane. In the future, United is on my @#%^ list (pardon the French). Im done. I vow never again to to fly with United and henceforth will only utilize international airlines that are in no way affiliated with domestic airline companies. The airline industry has become an abomination and I refuse to further enable its lunacy.

The only econimic damage that resulted is that UAL will no longer receive our patronage.

I had horrible experience with United Airline recently because of i have to travel frequently continuously for my project. 1) The agent at United i dealt with is extremely discriminating minority and her stuff showed sympathy to me and the crew mentioned she could not control herself, the question is how can United put such a bad behavored woman at service desk to serve customer??? 2) My bag was delayed and i have problem of getting it, after calling Baggage tracking several times, most agents' are not helpful but talk in the 'government' style, blablabla... They don't think in the customer' shoes, not consider the pain and urgency for people who had baggage missing where all their travelling stuff is sitting with... Too much pains with United and i will share my terrible expeirence with every friend i know and try my efforts to avoid travelling with United again as much as possible.

Lost customers, bad word of mouth.

Booked flight through Expedia.com for my 16 year old daughter and her friend to fly from Dayton Ohio to San Diego CA. Went online the day before their flight to check them in and assign seats. The website showed seats available but upon selection would display message stating that the seat was occupied. I called and was told that the airline reserves seats and will not allow you to selct and they would be assigned upon arriving at the airport OR I could pay an additional fee for premium seating!

Not allowing customers to select seats online is just a sad attempt for the airline to collect more money! Now, I am worried that they will not acutally make this flight. This is not an acceptable practice when you are talking about minors that are traveling without an adult. This is my first experience with United and you can be assured that it will be my last.

Have no idea at this point, but extremely worried.

On vacation at the Sequolia Forest in CA. We recieved a call from my wife's brother their mother became critically ill and she needed to get back to NC as quickly as possible.We had our daughter to book us a flight. She booked us a flight at LAS Airport to RDU. in NC. Our itenary was to to go from LAS to Phoenix on to Chicago/Ohare on US AIR. We were suppose to leave Ohare early in the afternoon to board on an afternoon flight to RDU on UAL that is when our trouble started.

The first flight was cancelled and they had no other flights available to get us out of Ohare. We asked if there was any other available flights on any other airline, they seemed as if they didn't care of our situation or they were not allowed. They put us up for the night in a Hotel and gave us a volcher for Breakfast the next morning. The food was ok but the volcher was not enough for our breakfast, it was over 20usd more. We also bought basics for we had nothing on board with us which was over 30usd in order to survive for the night.

The next morning we got up at 0500 hrs to try to get a stand by from UAL no luck,finally got a flight at 1108 to Wash/Dullas when we arrived our flight to RDU had been gone for for around 30 min. UAL was over booked on the next flight in mid afternoon, so we had to wait until, 1735 hrs in Wash/Dulles to get a flight to RDU. These things seem like nothing to someone who isn't going thru this but if you have a mother dieing, our two daughters having to give up time from their duties to drive to Raleigh and have to spend the night so they could wait for their parents to take them home to us it becomes a big thing and it was very expensive for a family that just doesn't have extra money.

My wife was and has been very emotional not knowing if we could make it back before her mother deseased,she has also been hurting in her chest, I think comes from worring over her mother thank GOD she is still with us.She broke down and was crying tonight. My two daughters had to make arrangments for someone to take care of 5 children for the 2 days which meant the husbands could not work anywhere off. The cost was Hundreds of dollars more than we were expecting.

First off my wife and 2 1/2 year old had been told tht all flights are on time and no lay over from Winnipeg thru to San fran. They had a 5 1/2 hour lay over in Denver. My daughter was crying and sick. When getting in line they wou;dn't put her in fornt to get on the plane and when she asked they said to her [Expletive] WHY SHOULD WE

They broke my daughter's stroller on the flight from Winnipeg to Denver so for 5 hours she had no stroller to fall asleep in. Now coming back on Friday at noon they said no flights available til TUESDAY and no money to help for HOTEL. I needed to get on the phone and have a friend drive down to help her. We got her on a flight Saturday at 5:47 am with a 2 1/2 year old. No only is this only half of what happended-I will be taking legal action againt the airline as my family are partners in a very large law firm

We were delayed 5 hours in San Francisco on March 6/09 and was told to go to a web site to get some sort of package for the grief. I had missed my flight to Lihue from Honolulu just because of this dely and had to spend my own money to spent night in Honolulu to take next day flight.

No so angry as to the plan being repalaced, but to the fact that not enough done to rectify problem sooner and also the fact that the flight crew gave wrong email addresses and misleading customers. Also that i sent in this complain to custome service and till date have not received any reply. Very bad airline to fly. If the lie about little things, who knows may be they are lying about mainteance as well and this could lead to disaster.

My purse was stolen from my luggage. I found it difficult to report a stolen item to the airlines. The luggage was inspected with the homelaqnd security inspection sticker on it. Can you pleae look into this matter. This pusse had personal papers in it. thank you.

possible identity theft

I purchased and obtained a boarding pass with my seat assignment appropriately and according to United's policy. I was seated with my husband in those said seats. We were removed from those seats and our seats were given to people who we know for a fact bought the seats (upgraded) right before the flight left (we talked with them while waiting; a bit of a coincidence. That gentlman was upset he would have to pay $98.00 to upgrade in order to sit with his girlfriend. This is how we knew he had coach seating right before the flight. He was given our seats. We had already paid in advance and had our seat assignments via our boarding passes.

We had no choice or recourse but we were told to leave the seats we were in and to sit in the only seats left on the plane. When we began to object, we were told to sit and calm down. I was separated from my husband (I am very fearful of flying) and never given an opportunity to speak to anyone or given the opportunity to go back to coach. Again, we had purchased and obtained our boarding passes before the people who ultimately were given our seats. In talking to Shruti and Santi (customer service reps at United) I was informed that my seats could be taken away at the discretion of the agent at the counter. If this is true, then what good do $50.00 vouchers do for me?

I cannot imagine having the same terrible scenario happen again. I cannot fathom flying on an airline where I do not know if at the last minute I will be separated from my husband, embarrassed and told where to sit. In addition, the flight attendants were very rude and inconsiderate. I was placed right by the galley, the bathroom, and the jump seat. The flight attendant had no regard for anyone trying to sleep (the flight was an overnight flight). She constantly slammed her jumped seat, switched her light on and off while thumbing through magazines, and was very irritated with her fellow flight attendant (this is not inclusive of the whole affair, but just the basics). It truly was a terrible experience.

There was no one at United Airlines that could assure me that it is not the policy to remove people at the last minute from their seats (and award them to people who upgraded at the last minute). I wanted a refund on just the upgrade, but was told that would be impossible. Vouchers would be useless. Why on earth would we ever fly with a carrier with that kind of customer service?

No physcial damage; just horrible service. I just want people to know what could happen and perhaps they would think twice about using United.

United Airlines website states that passengers should arrive 90 minutes prior to departure for domestic flights. My husband, myself, and our seven year old son arrived at the United baggage counter at 4:30 am for a 6:18 flight. The line at this counter wrapped through all the ropes and extended through the lobby all the way to the airport entrance. This was the only airline that had a line. There were only two United employees working at the counter. We stood in that line for one hour and then stood in the security line for 30 minutes. We ran through the airport and arrived at the gate at approximately 6:01. The attendant told us to have a seat.

We thought the plane hadn't even started to board and were flabbergasted when she finally told us and the five people that arrived after us that the flight had already boarded and that they gave our seats away! No one paged us even though we had checked in 50 minutes prior to the flight departure (Uniteds website states you must check in at least 30 minutes prior to departure). She told us that it is against their policy to page people, yet as we sat there they paged people for all of their other departing flights! To make matters worse, the gate attendant told us that we should have arrived to the airport four hours before the flight because the middle of February is the busiest travel time of the year!!!! We were all told that stand-by was our only option.

After trying stand-by unsuccessfully for six hours, we found out that all United flights for that day and the following day were overbooked! David S, Uniteds supervisor, was rude and uncooperative. Andrea, who worked at the gate, was hostile and unprofessional. We ended up cancelling the entire trip, which we had been planning since September. My seven year old son witnessed this entire scene and cried when I told him that we were going to miss his Uncle Chris's wedding.

United did us a favor by refunding our money, but cancelling this trip caused my family to miss my brother's wedding.

I recently was required to pay 100 usd to make a change on a ticket that was booked under the H class (unrestricted fare) and I believe that I should be reimbursed. You can see from the copy of all my boarding passes, they all show the y class, even though we reserved the tickets using the H class. We paid for H class, but are not getting unrestricted tickets. Thank you Tom Aman US Embassy Harare

100 usd and this may be an indication of a much larger criminal case, in which the us gov is paying more for a certain class of ticket, but they are not getting that class.

My husband and I were bumped off of flight # from chicago to Cancun. The reason given at the gate was over-booking. As a result, we could not go to Cancun until the morning, which meant we missed one day of our vacation for which we had already paid. In addtion, we had no luggage, and were given a grand total of $15 each for breakfast, lunch, and dinner. The airlines offered us vouchers for future flights or air mileage for their airline. Since we will never fly Uited again, this is unacceptabe. Lost one day of vacation and additional expenses ($251.50)

Our complaint is also against United Airlines USA, they kept referring us to the Hong Kong office: Flight from Manila, Philippines to Baltimore Washington International (BWI) airport; was charged $44.00 checked excessive baggage fee in Manila, Philippines by Philippines Airlines, to BWI and was charged again, an additional $131.00 checked excessive baggage fee in Hong Kong United Airlines for same baggage, for a total of $175.00. In this case honesty doesnt pay; while transferring/checking-in between flights in Hong Kong, mind you we not ever went to baggage claim; United Airlines was acknowledging our checked baggage at four (4) and we acknowledged the same and that we checked an additional baggage for a total of five (5) and showed the added baggage payment receipt paid in Manila, Philippines.

The United Airlines representative charged us an additional fee for excessive baggage without even seeing the baggage, and threatens us by saying, if we didnt pay it the baggage will be removed from the aircraft. We were being honest, had we said nothing it wouldn't be an issue, but to blantly charge us $131.00 for a bags whose contents were valued at less than $50.00 is outrageous. It was our understanding paying the excessive baggage fee initially in Manila, Philippines was for the entire flight, however, the United Airlines representative said only from Manila to Hong Kong, but the baggage tag/receipt from Manila listed our complete itinerary (i.e. MNL HKG PR 0300, HKG ORD UA 0896 & ORD BWI UA 1236).

The irony of the hold matter is the United Representative in Hong Kong not ever saw the baggage and access us the outrageous fee with an I dont care personality. Pay it or leave it attitude. We believe and feel we were unjustly taken advantage of by United Airlines and this particular representative. Weve contacted the re-imbursement department? and were recently notified we would not receive a refund via, phone, have not received an official letter from United Airlines acknowledging this matter.

I will NEVER fly with United Airlines again. It is a total joke. They are not interested in doing the right thing. Their so called "customer service" department is a fraud. People do not speak proficient English and hang up on you when you do not buy their ridiculous offers. "Customer Service Supervisor" is also a joke. I sent several emails to Ms/Mr S and was told in basically the same language to go to H..., but nicely, of course. Here is what happened: On December 18, 2008 I had a flight from Greensboro [GSO] NC to Grand Rapids, MI (GRR) with a flight change at O'Hare, Chicago (ORD). The flight leaving GSO was late because the staff in Chicago didn't get the plane ready in time to leave ORD to come to GSO.

Therefore, I arrived too late at ORD to catch the flight to GRR, the last one of the day. Weather was turning bad. The United ORD customer service people told me the first seat I may be able to get from ORD to GRR would be the 20th. I was supposed to hang around ORD for two days! They did not offer to give me a hotel voucher, just a so called "coupon" where I could get a hotel room for $60.00. I later found out that the airport has cots available for stranded customers but was not offered this. Because I had no intention of staying at ORD for two days, missing the family get-together in Michigan, I found a rip-off one way, one-day car rental from Alamo, for $300, from ORD to GRR (150 miles).

Now it was midnight and the weather was bad. Mind you, the flight from ORD left on time to GRR...weather had not been an issue...the issue was their STAFFING problems, causing me to leave too late from GSO to catch my connection to GRR. I ended up staying at a motel somewhere outside of Chicago for another $70 (both expenses unplanned, of course) because I felt it was unsafe to keep driving and too cold outside to park. Eventually I made it to my destination, $400 poorer. Trip home: again, the flight from GRR to ORD was delayed due to United's STAFFING problems. The pilot announced that the plane was late because the crew in Chicago didn't show up to fuel the planes! They said it was TOO COLD! Therefore, we were late leaving GRR.

When I arrived in ORD, I found my return flight to GSO was coded as "closed". I found a security guard at the gate and asked him what this meant. He said the plane hadn't left but it was closed. I told him I was late due to the fuelers not showing up! I asked if I could still get on the flight since it hadn't left. He said, go to the door and knock and see if anyone is in the hallway (the trailer thing that connects the airline gate to the plane). No one was at the desk; no one answered my knock at the door. I tried the door and it was open! I later found that this is a breach of security of a restricted area. I opened the door, and called out. No one answered.

Well, being in a frame of mind to get home on time, seeing that the plane was still there and the last one going out to GSO, and my being scheduled to work the next day, I took my chances and opened the door. I called out...no one answered. I walked to the plane where I encountered a man and a stewardess outside the waiting plane. The man saw me and screamed at me, asking what was I doing? I told him the door was unlocked and this was my flight. He screamed that this wasn't true...the door wasn't unlocked. I beg to differ. He grabbed my boarding pass out of my hand and stomped off, ordering me to wait there.

The stewardess was kind to me in the meantime. I told her about the flight being late from GRR due to Chicago's staff not coming to work to fuel the plane due to the cold. COME ON! I have lived in MICHIGAN most of my life and understand cold weather. People adapt! The guy that grabbed my boarding pass came back and rudely barked at me to board the plane. He did not give me back my ticket. The stewardess asked him if he wanted me to get on the plane? He replied that he would have had to file an incident report and would have gotten in trouble for a breach of security so was going to let me on. I was thankful to get on. He never did give me back my boarding pass and when I arrived at GSO, my luggage was missing. They did deliver it to my house in the wee morning hours.

I had a company event in Orlando, Florida and was booked initially on a US Airways flight home to Ontario, CA. I checked in at the kiosk at US Airways and it directed me to United Airlines, since it is the same owner/operator. I begin to input my information at the United kiosk and my information was not available. It said that it can look up my info by swiping my credit card, which I did. My name was in their system, however my itinerary wasn't. I was automatically forwarded to manually pick my flight and seats. I figured they didn't have my itinerary because of the airline change. I thought I was charged $93 for my flight back, but it was actually an upgrade to an economy plus seat. Never in the kiosk did it ask for an upgrade, nor did it have a record of my itinerary.

I did not find this out until two weeks later when I tried to get reimbursed from my employer. I called and complained to their customer service, but it was hard to understand because they spoke with a thick Indian accent. They said they couldn't do anything for me. I paid $93 unknowingly for a seat that I did not want and I have spent hours and the company's hours trying to figure it out.

$93 for unwanted seat and hours of anguish on the phone with their customer service and stress because I don't think my company is going to reimburse me.

I was scheduled to fly home from FL on 12/23/08, but tried to fly out a day earlier because of an expected snowstorm in Chicago where I had to connect through. I was told since I used frequent flyer miles I couldn't change, & was told it would be useless to try standby because all flights were full (my brother flew out on one of those full flights & said it was half empty). When I tried to fly out on my scheduled flight I was first met with we don't know if or when your flight will depart due to equipment breakdown in Washington, DC, followed by if the equipment does arrive we don't know if or when it will depart due to the snowstorm in Chicago, and if or when your connecting flight will leave. I asked if I could rebook & was told they would NOT rebook me on another airline because I used frequent flyer miles, & the next flight they could get me home on would arrive at 10:30 PM Christmas Eve.

I am a labor & delivery RN & was scheduled to work from 6 AM to 6:30 PM on Christmas Eve, so it was imperative I get home on the 23rd. I was able to rebook on Southwest Airlines at a personal cost of $410. An e-mail complaint to United's customer service netted me a $25 goodwill certificate. A complaint through the BBB netted me a refund of half of my FF miles, neither of which does me any good, since I had used my last 25,000 miles to purchase the ticket--I would have to fly 12,500 miles on United to have enough miles for another ticket.

I understand & fully accept weather related delays, but I looked ahead, knew there was a snowstorm coming, & tried to fly out a day early but was turned down. I didn't attempt standby due to false information. Then equipment failure delayed my flight, which was further delayed by the snowstorm. Once again I was refused an alternative because I had used FF miles, despite the fact I had been given wrong information & equimpment failure was the primary cause for delay.

The result was I found my own alternative way home at a cost of $410 in order to insure patient care at my hospital was not compromised due to a shortage of staff (it is impossible to replace a nurse on a holdiday like Christmas Eve) or a sleep deprived nursed who would have been up all night flying home.

We live in Great Falls, MT and it is very costly to fly out of Great Falls Airport. Therefore, we typically fly out of Spokane. It is a 6 to 61/2 hour drive to Spokane but, the savings is usually well worth it. However, this time I am not sure. On Jan 16, 2009, I made reservation for myself, my husband and 6 Foreign Exchange students, and their foster grandmother, to fly out of Spokane, WA (GEG) on April 29, 2009 on United 0430 at 2:10pm to arrive in Denver (DEN) at 5:20pm Depart on flight 1295 DEN at 6:55 p.m. and Arrive in Orlando (MCO) at 12:18. A couple weeks later United Airlines made minor changes to the schedule which put us into MCO about 15 minutes later. Not a big deal! Today we received an automated phone message that our itineray had been changed again. I did not receive any notice in my e-mail and they have both mine and my husbands e-mail to notify in the case of a change to the itinerary.

I checked online to see the new schedule. Now they have us departing GEG at 4:55 p.m. arriving in Seatac(SEA)at 6:11 pm departing SEA at 7:08 pm arriving at LAX at 9:45pm departing LAX at 10:45pm and arriving at MCO at 6:03am on April 30th. It is now going to take us 25 and 1/2 hours to cross the U.S. I called United Airlines and they told me that the flight we were originally booked to fly out of DEN on was an American Airlines flight. It was listed, and I printed it out, as United 1295. United said we would have to pay to change the itinerary to get back on the original flight going out of DEN, since it is now an American Airlines flight. It is going to cost $75.00 each. 9 x 75 = $675.00

They offered a couple other itinerary out of Spokane leaving at either 6:00am or at 9:30am. This means we either drive all night long with children and an elderly lady, who is on heart medication, or we leave the day before and pay for several motel rooms, which is going to be equally costly. The other option was to fly out of Billings, MT which would cost us an additional $75.00 per person for the difference in the cost of the fare and $75 per person for changing our itinerary. To compensate us they would give each passenger a $100 voucher to use towards travel in the U.S. at a later date. We could not use it towards this particular trip to Florida.

These are Foreign Exchange High School students whose parents live in various countries. Their visas expire in June and they have to return to their home countries. They are going home within three to four weeks after the trip to Orlando. They will not have an opportunity to use the vouchers. I explained to this to the agent I was dealing with on the phone. I asked if they could pay for our hotel if we drove to Spokane the day before. They could not. It was take the vouchers good towards a later for a later travel or nothing. I and my husband are not frequent flyers. We were unable to use vouchers given us for giving up our seats in the past, due to all the restrictions they place on those vouchers.

I have collected the money from the childrens' parents. I have paid for the flights and budgeted exactly what we need to take these children on this vacation. I cannot ask their parents to send me more money because the airlines is changing our itinerary. I can not tell them it is now going to cost more than we originally agreed on because we have to pay for changes to the flight itinerary or pay for hotels we did not plan on. I can not drive all night and stay awake or keep the children up all night. They are teenagers. It is not like they can lay down in a car and get comfortable to sleep through the night. We all know how comfortable the seats in the airplanes are.

This is so unfair to these children and their families. I have no way to come up with the extra money for the changes but, if I do not I am facing international lawsuits from the childrens' parents. This is crazy. Now, I have to ask if I could even get it straightened out and afford the changes they are purposing, how many more times between now and April 29th are they going to change our scheduled itinerary and how many more times are they going to try and charge us.

Cost of changing to American Airlines in DEN, or cost of renting a hotel in Spokane, or cost of $150.00 per person to change our flight to a flight out of Billings, MT. Our vacation for the Foreign Exchange Students is completely planned out. We have rented a house for a week starting on April 29 for $572. We have reserved cars, planned for 6 days at Disney World, Cirque Du Soliel tickets are paid for $799.60, we have reservations for the dinner show at Arabian Night. I can't even begin to predict the cost if we lose the money, the children don't get to go to Disney World and I get tied up in International lawsuits. I and my husband would lose everything we own, which isn't much.

I received my statment in Dec and found out a charge of $150 from United Airline which I didn't know about. I called United and found out it was a change panelty from a traveler whose airline ticket we previously paid for. We only paid for his original ticket, but not responsible for any change he made. I checked with United, they said he called and made the change himself. I'm positive that the traveler did not know the credit card number or card holder's name. Yet the airline did not verify anything with him then let him use my card to make the change. However the airline said since I was the original purchaser for the ticket so they can just charge to the same card if there is any additional afterwards. I thought this is rediculous.

The funny thing was, the traveler made two return changes according to United's record. The second change was made 4 days after the first, and it was charged to the traveler's own credit card. So I asked them, if you guys can charge any panelties on the original card, they why didn't the 2rd reservation rep ask for a new credit card. It must have been then carelessness of the first reservation rep. They did not know what to say. Then the rep from United's customer relations department just suggested me to dispute this charge from my bank, Chase bank, which I did afterwards.

I waited over a month and didn't hear any update. I had to call and follow up myself to the bank. They told me United was able to provide a receipt with card number, traveler's name and approval code. Sot hey just went ahead to close the case. I was surprised. Not only they did not protect its clients, but also they didn't notify me about this. Of course they had approval code. The airlines have my credit card information! I didn't know what else to do, so I had to turn back to United again.

The customer relations rep transferred me to their accounting/refund department to discuss this. The lady from accouting department said if i can provide another credit card, then they can remove the charge from my original credit card. I told her I think this was some mistake that their reservation rep made, to charge my card without checking w/ me then United should be the one who bears this charge. She didn't think they did anything wrong and if i could not provide another card, then she wouldn't help me.

Therefore I went back to customer relations to ask if they can provide me a company policy states that if they have customer's credit card then they can charge it. The rep said they wouldn't be able to provide it and could only forward my case to the superior to review. I was so tired to call and explain to different people and no one is taking any responsibility. Please help.

Recently I had the displeasure to fly on United Airlines with my two year old daughter. According to the FAA young children are recommended to be in a 5 point harness while on board any aircraft if you have purchased them a seat (which I did, full price).

So, having read this I planned to take my childs car seat, her diaper bag, and her stroller (which I gate checked). I didnt take anything unnecessary, just the barest minimum of what was needed to travel with a two year old. As a mother traveling with a small child this was quite a bit to carry and was very cumbersome (two hands are needed to push a stroller, but I also had to carry the car seat). As I went through security I was informed by the TSA agent that her father could walk us to our gate to help carry this, but in order to do so I would have to get a pass from the airline I was traveling with.

When I asked the man at United Airlines Customer Care? about this he was very rude and told me in his most snotty voice that they dont do that for any family that needs assistance, only people who are disabled.? I asked if anyone from United could assist me and was told that is not our job.? When I told the TSA agent what United had told me he shook his head and said the other airlines give out passes to family members all the time.? I kissed my husband goodbye and went through security, which turned into a twenty minute process. The TSA agents felt so bad for us that they offered to help us to our gate. (The same happened on our return flight, I received more help getting to our gate from TSA than I did my own airline.)

After we finally made it to our gate, I thought our problems were over, ha! While gate checking the stroller I asked about pre-boarding (so that I could install the car seat before being in everyones way), but instead of answering my question the gate agent told me that you will board whenever your section is called.? In other words, he blew me off and didnt even bother to explain to me that Uniteds policy is to never pre-board families with children or parents with car seats. I found out that info from the gate agent while boarding for our return flight. Instead of being allowed to install the car seat and buckle in my child in relative peace while first class was boarding, I got to carry the car seat above my head (while carrying my child and her diaper bag) because it was to wide to fit down the isle of the plane and it wouldve bumped into the heads of the people already seated. Then hold up everyone trying to get past me to their seats, while I frantically tried to install the car seat, and at the same time tried to make sure my daughter was safely out of everyones way. Other passengers offered more help than the crew in both getting on and off the airplane.

Please understand, I was not asking for anything out of the ordinary- only for Uniteds employees to do their job. Both of our tickets were bought full price. I did not bring excess baggage, in fact her diaper bag fit underneath the seat in front of us. I was asking for a bit of common sense and perhaps a smidgen of humanity. The sad part is that because United did not do their job (the job I paid them to do) other passengers and the TSA agents had to step in and do it.

I am not writing this to complain (okay maybe a little), but to warn anyone considering travel with children about Uniteds bad policies. I know other airlines are far more considerate of their passengers and actually offer assistance, as well as pre-board people with small children to prevent situations such as mine from happening. If I can keep anyone from having the same experience that I did, I will.

I was told by a United Rep back in 2007 that I had a credit on the books for a ticket that had to be cancelled do to an illness. I was not informed of any time limits so when I tried to use the credit in Dec 08 there was not credit on the books. I was told to contact customer relations and given a number. It took me 4 weeks to get through and when I did I was told they could do nothing. I asked to speak with a manager and I was told no but they did transfer me to a supervisor who said they could do nothing and hung up on me.

I do not have endless funds and I am now out $432.30 and have to pay an additional $300 for the ticket needed.

We were over charged $690.00 for misleading program on the E ticket that caused us to upgrade to 1st class unknowingly. When we discovered the problem before takeff, we immediately notified the flight attendant who said there was nothing we could do. We are still awaiting a response from United about receiving a refund. It is two weeks and 3 emails later and still no call or response from United.

We paid $690.00 for an upgrade we didn't want and can't afford.

Last year my cousin had to postpone his wedding because he was called out (he flys for the navy) . I called United about the use of my tickets. They told me I had until Feb 12th to use these tickets. This week I attempted to reschedule but they told me my tickets expired Jan 3, 2009. Outraged, I called customer service and spoke with 2 supervisors from another country telling me that Im an idiot and hanging up on me.

I asked several times for the phone number and address to corporate and they refused. FINALLY I called and got a payroll number and they gave me the corporate number. The very polite and sincere receptionist gave me a VP's? phone number. I have left several messages at this number 312- with no response. Im not asking for a free ticket and I am more than willing to pay 100.00 in penalties for each ticket. With the economy the way it is, I feel that United would want to keep me and everyone in my family as a customer. In addition I dont think the public should be treated this way!

I DO NOT want to pay for another ticket! Who's with me?

I had to book an emergency flight from Raleigh/Durham to Chicago O'hara Airport. The intial coversation took place with a young man named Bren by phone. The initial flight reservation. Was to leave RDU @ 5:40 am. With a layover in Washington, and connect to a United flight to Chicago. Arrival time in Chicago should and would have been, 9:03 am. Upon my arrival @ RDU @ 4:am. I was informed at this time, both the initial flight as well as the connecting flight. Were cancelled. A phone call was made to my Aunt's home in Chicago alerting me that my connecting flight had been changed. Upsetting my aunt, in the process by adding to a stressful situation already in progress. Which was the reason for my booking the last minute flight to begin with. If that were not enough. I arrived at the ticket counter, only to be informed both flights were cancelled as stated above. Angry at the fact, I had driven a long way to be there in time. Also angry at the fact, I was not informed of the fact.

I had to rebook myself on a later flight. At a higher rate for the exact same booking. The information was never stored in the computer. This information all given to me by a ticket agent named Katherine. I am a Creole'. This woman spoke and treated me as though, I was mud on her shoe. I was in shock. I have never experienced in my life. The level of rudeness displayed by an individual in customer service, ever. I immediately left the counter, and put in a call to the home office. I spoke with someone named Hans. I was told by this person, my ticket was free. I asked him to repeat himself three times. He reiterated that because I was a protected customer. Due to both of my flights being cancelled. My ticket was free. I went back to the counter, explained this to Katherine and yet a second agent named George. Katherine totally ignored my presence all together. I then asked to speak to a supervisor. To my surprise, Katherine was the supervisor. I was being charged an entirely different yet higher fee for the same flight that was cancelled without my knowledge.

Now dealing with George, who knows nothing asks me to call the home office again. This call was made within a 15 minutes of my first call to the home office. I received Hans once again. He retracted his statement and pretended not to remember the previous conversation. Regarding the free ticket. I was charged a ticket fee of 35 dollars. I inquired at this point to the ticket agent George what and why was there a ticket fee. He explained for the ticket paper.

I went back to the agent Katherine to have the fee waived due to all of these problems. She completely ignored me once again. Taking care of other's right in front of me that clearly were in line after me. A nice gentleman said to her she is next. She again ignored my presence. I watched patiently while she addressed the Caucasian race, with Good Morning, Sir and Mamm. I watched her waive a fee for a gentleman right in front of me. She abrutly acknowledged my presence for a entire moment to signal the word no. You need to pay the fee and the new ticket price. My father is ill, so I did. I had no option's facing me. I walked away humiliated and almost missed the 7:am flight because of the rudeness from the security check. I also had to pay a 15 dollar fee for one bag check to and from my destination.

While attending to my ill father during my stay. I never unpacked my suitcase entire suitcase. Once I arrived home on Thursday I unpacked completely. Only to find several valuble items missing from my suitcase. I am in the Entertainment Business. I am from a prominent family. My two Jones of New York suits are missing. My Pearl necklace and matching Pearl earrings are missing. These were given to me by my grandmother over 20 years ago. I am missing a brand new bottle of Chanel. These items cannot be replaced. However, I want to file a proper complaint for some type of reimbursement. This is theft. Please advise as to where I may properly file my complaint and it will be acknowledged. I want to thank you for your time and consideration in this matter.

Dec5th,2008 I was about to aboard united airlines when all a sudden the lady at the checkin baggage desk started sayingthings I didnt appreciate so as we went back & forward I miss my flight so I had a 12hr delay for the next one by time I went to baggage claim my suitcase was not there

The items I had in my suitcase was a black hair straightner,tommy hillfiger halter top,pink and white halter top,brand new pair of jeans,blue sweat suit and other items I explain if someone getsback with me

I had a ticket for a flight out of Chicago (Ohare) to Los Angeles (LAX) on a Sunday night. I got to the airport to find out that the flight had been overbooked and I was placed on a "confirmed awaiting seating assigments" list. Unfortunatly not enough people missed the flight, or volunteered to give up there seats so I was bumped off the flight. In this process of waiting for my seat I was confronted with rude employees, who didn't care to explain the situation to me. I am only 19 years old and I have never had this occur, I was very confused, and no one cared to help me with my questions. I tried explaining that I had school the next day and medication I needed to take in my luggage, yet the staff waited to tell me that I didn't make it on to the flight after the plane had already taken off.

They got me on a flight the next morning, then told me I could choose between $575 or a free round trip flight. The rep told me that taking the $575 would be smarter, so I did. He then said United would put me up in a hotel room and pay for transportation there. I live with my family and wanted to go home so I asked for transportation money instead. The representative calculated how much a cab fare would cost to my town, and came up with $25 each way. He then gave me two $25 vouchers, one for the way there, one for the way back to the airport. I have no idea how much cabs cost and believed what I was told, and accepted the vouchers.

When I arrived home the cab fare was $80, I was beyond mad. I am a college student who is very low on money, I can not afford to pay for OTHER PEOPLES MISTAKES. I had to take a cab to the airport the next morning which cost about $80 again. I talked to several people at the airport and all they told me was basically that since I had accepted the vouchers that there was nothing they could do about it. They also told me that since the economy is so bad that they can only give out $25 vouchers, and that I could call customer service but they would just tell me the same thing. How on earth is a hotel room and transportation equal to two $25 vouchers?

When I got to LAX I had to get another cab since the person who was going to pick me up the night before had to work now. All these cab rides costed me around $250, once again, I am a college student who has very little money. So basicaly United screwed me over, I was unable to fly out on Sunday night, I missed school on Monday, I could not take my medication and now have to see a doctor to try and somehow fix this, I had to pay $250 in extra cab fares, I didn't have my clothing, mediciation, and other things I needed that were in my luggage which was on the plane, I was faced with several rude employees and I wasted hours of my time waiting at the airport. I will never fly United again and hope those of you reading this will choose a different airline as well. Thank you.

United Airlines have confusing language in their kiosks that make it easy to charge for unnecessary things like premium line upgrades. They have no refund policy and do not honor seat assignments. They have no customer service.

I was fraudulently charged $40 and I want my money back.

I was on a flight from San Francisco to Medford, Or. I was put on a little plane and told to check my carry on. My bag was tagged with a little green tag and I was given one to match. When we got to Medford we were unable to land due to fog. We also needed fuel so we flew to Klamath Falls, Or to re-fuel. When we got to Klamath Falls, half of the people on the plane got off. We were told if we got off the plane, that we couldnt get back on. My boyfriend and I were worried about our bag at this time but we weren't aloud off the plane. The stewardess wrote down the names of all the people that got off the plane.

We then flew back to San Francisco where we found one peice of luggagge but it wasn't ours. We were told to go to the hotel and return in the morning and maybe they will find it. When we returned it was still missing. I have had numerous discussions with many different people at United. This happened on Nov 18, 2008. I just received a check two days ago for 70.00. Nothing close to what I had asked for and nothing was itemized.

I have written several emails asking the airlines to call the people that got off the plane in Klamath Falls but I was told that would be an invasion of their privacy by one employee. Other employees won't even answer the question. I was told they are sorry I am disappointed and that they have made their decision on how much to pay me and that they can not reimburse me anymore.

Can I contact small claims about this matter? They do have a liability section on their website that states I may have to check my carryon if it doesnt fit in the airplane. It also shows the dimensions that the carry-on should be. What happens if the plane was too small for the dimensions they state my bag had to be? Isn't United responsible if they don't have room for my bag?

Arrived in Winnipeg for family Christmas visit after a 5 1/2 hour delay without luggage. Filled out a form for missing luggage and according the deskclerk we should get our luggage the next day. The next day no luggage. Called the phonenumber and the clerk who answered promissed that our luggage would arrive the next day on our holiday adress. Our luggage finally arrived on Dec.28 16.00hr after many calls to an automatic voicemail system. We only got one call back from United Airlines, on Dec 26 at 22.15hr with again the promisse that our luggage will arrive the next day. This is not an arrival you wish for.

We had to buy closing for ourself and our son. Because of this we couldn't go out for site seeing or family visits. With other words we were stuck for almost a week

I booked my flight online. The website booked us for the wrong return flight as we would still be on the cruise ship when the flight it booked us for was leaving. We didn't even look at this flight. I called United and was told by representative after representative there was nothing that could be done unless I paid $150/ticket change fee. Finally after numerous calls they waived the change fee (Tech support couldn't prove the web hadn't changed it and confirmed they have had this problem before, but insisted it was fixed now). They said the only flight available was a 5 pm flight, which was fine but there was a $122 fee because this flight was more expensive. I asked if there were other flights that wouldn't have this and was told no.

I had them changed it and asked if there would be any additional fees and they said this included everything. I then called numerous people to waive this $122 fee since we had originally booked this flight and it wasn't $122 more. Nobody could do anything so I emailed the CEO. He had a gentleman call me but when I talked to him he said there was nothing he could do. I emailed the CEO again who had Ginger S contact me. She was able to change our flight to another flight that worked for us and didn't have the $122 charge. She also confirmed that there would be no other charges or fees.

We showed up to the airport and they wanted to charge us $15/bag for excessive baggage fees. I asked the the rep said this was disclosed on our confirmation, but when I showed him that it wasn't on there he just walked away. I called Ms. S who did not return my call. We were charged this on the return flight so we ended up paying $30/person more.

I again emailed the CEO when we got back and left numerous messages for Ms. S. Finally a lady named Ruth called and said she couldn't do anything about it. I continued writing and calling and a resolution manager called. She told me there was nothing they could/would do and that the fee was disclosed to me. I asked her when this happened and she said it had been disclosed in the media last Spring and it was hidden on their website. She confirmed that she did not review the two calls in which I was told there was no such fee and also confirmed that it doesn't tell you about this fee during the booking process. She then said this issue was closed and they would not call me back. I have heard nothing more. So we have a resolution manager who acknowledged she wouldn't look into the actual issue by reviewing the calls -- how ironic and representative of United's service.

$60 extra charges so far.

Flight originated at Chicgo Ohara AP, with a transfer at Denver and final destination at Ontario AP,CA. Bagggage did not arrive, but was suppose to arrive later that day and be delivered to my parent's residence in Perris, CA. After checking your Web Site on December 23rd, a message was posted that my bag would be delivered to our Perris Address between 9PM and 3AM. Taht did not happen and since then I have visited your same Web Site on numerous occasions, only to find the same message posted from December 24th. This is now the morning of December 26th and, after waiting anywhere from 25 to 45 minutes, and talking to your automated message center at least two dozen times, I am either put on hold for an agent, which soon terminates in a busy signal, followed by a disconnect, or the call simply ends abruptly. This service sucks!

I only have the clothing on which I was wearing during my plane trip, along with my laptop PC. All other clothing, makeup, X-Mas presents, etc., are in the bag that has not been delivered thus far. This has presented a financial hardship since I've had to buy more clothing to wear during church service, pjs and robe, and makeup, just to get by since December 23rd. This is the 3rd day without my baggage and I need to know what the status on it is ASAP.

I haven't flown in a while so I'm behind in all the changes but, no problem I THOUGHT !! I read as much as I could find on the Internet but did not find exactly what I was looking for. (carry on of medical items, needles, insulin etc.) I decided to call United Airlines. Unless there is a secret telephone number and you know what it is there is no way you're going to talk to someone in this Country. I ended up speaking to someone in INDIA !!!

I don't know the person's name as when he identified himself it sounded like a bunch of mumbling just like everything else he said. When I asked him to slow down he totally ignored me and went on mumbling. I am well aware of the consequences of dealing with out of the country people as they are just about the only people you can speak to when having computer problems. It's no wonder our great Country is going down hill... we have to depend upon foreigners for information and rarely do you get acurate information.

I'm just venting... I know there is probably nothing you can do about it but, if enough people complain maybe things will change....I CAN ONLY HOPE! In closing, I'm reminded of a quote I read on the Internet.... I MADE A PHONE CALL, THE VOICE SAID PUSH 1 FOR ENGLISH, I DID, AND COULD NOT UNDERSTAND THE PERSON THAT ANSWERED! and finally.... NO GREAT COUNTRY IS CONQUERED UNTIL IT IS FIRST DESTROYED FROM WITHIN.

No damage has ocurred yet.... If I'm not allowed to carry on board the items I need then I'll cancel my trip. If I place the items mentioned in my suitcase I and check it through there's no guarantee that I'll see the suitcase again.

I encourage all travelers to beware of United's unfair and unethical business practices. In my opinion they stole over $3,000 from my family.

My bag with al my valuable and essential stuff has been missing since November 20. I travelled from Hong Kong to Winnipeg on November 20 and had to collect my luggage at Chicago to go through customs. I then checked it in for the connecting flight . Only one bag turned up the other has been missing. I have called United several times and always seem to get a cal centre in India who are rude and don't seem to know what they are talking about. There has been no compensation for my winter clothes, shaver and other essential items. United ha also not bothered to contact me.

I left a bag of merchandise bought at Dulles aiport on board a flight about 10 days ago. As soon as I realized I left it on the plane (an hour after I got home), I called the lost and found number. I have since called it about 15 times. Nobody returns a call, and I doubt if anybody has ever retrieved something left on a United flight. It's got to be the biggest scam in the world that they even have a number for the department.

The bag was clearly left under the seat - it must have been found, I left all information on their voice mail, so my only conclusion is that somebody took it home. Real trustworthy company. I have tried my hardest not to fly with United, and now I'll make sure I don't ever have to again.

I departed from Shanghai Pudong on Dec. 2nd going to Toronto via Chicago. Upon arrival at Toronto International Airport, my checked-in luggage (a small bag) did not arrive with the same flight. While I seek for assistance from the US Delayed Luggage Desk, the lady on duty that night was extremely rude and unprofessional. Her attitude was rude. I finally asked her if she is the customer or I am the customer of United, hearing this questions from me, she took my claim form, locked into her drawer of the desk and refused to work on my claim. I had to wait until all the customers (they all had the delayed luggage) completed their claim form, to talk to her, but she continue to refuce to service me. I require a pology from this lady on duty. I think sucvh a person should NOT work for UA as she truly damaged United reputation. She should be fired! I require a response from United.

Because the lady on duty at the Delayed Luggage Desk refuced to help, I lost the opportunity to call United Chicago on time to urgently push the luggage to be delivered via the later flight on Dec.2nd. I stay at Toronto for only two days and both days I need the documents I put in my Luggage. I broke my arm and this is why I put as much document as possible in the check-in bag. The result is that on the Dec. 3rd meeting at my company HQ, I could not make my presentation as scheduled. 50% of my trip was distroyed.

I had a flight from San Francisco to Cleveland. On the day before my flight, I was invited to upgrade to First Class. I looked at the itinerary and saw that I had three flights in all. Two were short hops from SF to LA, and from ORD to CLE. I had no interest in using resources to upgrade those short hops, but I did want to upgrade my flight from LA to ORD. No option allowed me to upgrade only the segment that interested me, so I bit the bullet and upgraded the entire trip for 15000 miles. I would have preferred to select just one leg and pay a lower fee that reflected the distance of just that flight.

In the end, I was unable to hold the upgrade on the segment I wanted (First class checked in full on the LA to ORD segment and I was instructed to board and use my original seat.) That didn't bother me, but when I called United Customer Service to confirm that the miles would be returned to my account, I was told that since I'd already accepted the upgrade on the first hop, I would be charged the full amount, irrespective of whether I got the upgrade on the remaining two legs. What I'd like is simply for United to return the 15000 miles to my account (or at least the portion that represents a proportionate amount of the trip I took, less the portion for which I actually did receive an upgrade).

Or I'd be satisfied if United would change the language of the offer being made to customers to say, Gamble your miles in an attempt to upgrade to First Class. ---v I would have preferred to submit this letter directly to United Airlines, but when I clicked on the Email Us link in their page I got a 404: Page Not Found error! A subsequent attempt to access their Customer Service link resulted in a server timeout.

Loss of valuable award miles, loss of time on phones speaking with reps who were not empowered to create a satisfactory result.

I booked non-stop air travel through Travelocity fopr myself and my fiance to fly on United Airlines going from Las Vegas, NV to Philadelphia, PA on February 1, 2008. I purposely paid more to get non-stop service ($194.42/person). Two months after I booked this travel I was contacted by Travelocity that there was a change in my reservation. I contacted Travelocity and was informed that my flight had been canceled and that I was being put on a different flight that had one stop/layover. The flight that I was now on was only $139.00 per person according to Travelocity's website.

I went round and round with TRavelocity but to no avail so I contacted United Airlines myself. I wrote a letter to the President/CEO describing the problem and requested a refund of the difference between the two tickets. I received a response back from my letter by someone else who I don't even know who they are saying itis airline policy to issue a credit not a refund. I specifically stated in my letter that I have no need for a credit since I have no further air travel plans. Therefore, a credit is of no use to me.

I don't understand how it is that the airlines are the only business I have ever heard of that can not issue a refund. Don't they have checkbooks? Isn't it illegal to give someone a lesser product at a higher price and then keep their money? I could understand this more if I was the one to change/cancel the reservation but they did it, therefore they should honor my wishes and issue a refund.

I was ripped off. I paid top dollar and got a lesser service. Not to mention the aggravation it caused me.

bought a ticket to fly and could not use. was told it would stay in system(also states this on ticket) indefinitely until ready to use. called recently and was told ticket expired, was given to someone else and nothing could be done. after going round and round from one person to another for the last month, was told to fax ticket and letter and it would be taken care of. now told that will be issued a voucher for $100 less than what i had paid which is $226.82

i told them this is not acceptable as i was told several times by united employees not to worry and the ticket would always be there at same rate for further use. even told them they could take the amount of ticket and transfer equivalent amount of points to my account and be done with it. no response except to take less. even had one of their employees tell me that tickets did not expire until 2002. my ticket is from 2001. very unethical people.

not only has it been a financial problem in that they owe me $226.82 but this whole situation of going around and around and really not being cared for or being put off has been really frustrating and upsetting. no one should have to go through this and especially from a company that is suppose to be reputable.

I paid the new $15 checked bag fee at my point of origin (YHZ). At ORD, they left my bag on the tarmac for my connection so they could fit all the gate-check baggage (no fee paid) on the small commuter plane bound for BMI. The bag was delayed 24 hours and the corporate consumer affairs rep refuses to process a refund. If I explicitly pay for my bag to fly, it should. If it doesn't, I shouldn't pay for nonservice.

My bag containing 2 surfboards was lost on a direct flight on United Airlines from San Francisco to Edmonton, AB, Canada. This occurred on August 1st. It is now October 14th and I have yet to see any retribution for my loss. The cost of replacing my belongings is around $1900. I have contacted the airline over 20 times now via e-mail, phone, and registered mail. I am always the one that has to initiate any communication as I have never been contacted by them of their own free will to inform me of anything. They have lied to me on multiple occasions about me receiving some sort of information in the mail and are insincere whenever I actually do get some sort of response. I have been without my belongings for almost 3 months now.

This company has the worst customer service on the face of the earth I'm sure. I know of people who have dealt with baggage claims on other airlines and their claims are resolved within 2 weeks....I am on my 12th week now and still nothing.

I am out about $1900 worth of surfing equipment.

Every single time I fly with United, they cook up some way of creating an error that winds up costing ME. They've reversed my destinations on flights (and then tried to charge me to correct it), charged me twice for a single checked bag, assured me that I would have a hotel voucher on the other end of a delayed flight only to not have one, etc.

I'm really concerned about their kiosks, which I am certain are designed to confuse customers and result in double or extraneous charges. I remember once being charged for extra leg room, when that is what I didn't want (the system was set up to assume that you wanted the extra leg room, and it was very unclear that you were agreeing to that, then suddenly you were charged), and the baggage check within the kiosk is also very confusing.

It's my theory that United deliberately makes the kiosk user interface confusing so that people wind up charged for things they don't want, are double charged, etc., since United seems to be pretty clearly into charging customers for their own mistakes. Has anyone ever looked into this?

Sub: Claim for Delayed Baggage Dear Sir, I have traveled from Mumbai to Anchorage on the following flights LH 757 31 July Mumbai/Frankfurt 0250/0745 LH 446 31 July Frankfurt/Denver 1330/1555 UA 701 31 July Denver/Anchorage 1812/2142 I have checked in at Mumbai with 2 baggage upto Anchorage. I could not find one bag at Denver or at Anchorage. I had filled up Baggage Delayed Report No.LP7K43 , the copy of which is enclosed herewith alongwith baggae tag , boarding pass and ticket etc.

On arrival at Anchorage I was suppose to join the ship and I was unaware of the itenarary Of the ship. Therefore the detail of our Agent was given to co-ordinate the delivery of bag at suitable port. The bag now delivered at Sitka on 5th Aug 2008. However since I was without cloths and uniforms due to loss of my baggage, I had to purchase required items thru various sources as so that I can manage to work on the ship. This has caused lot of hardship to me but I do understand the strike problem at Frankfurt which has caused the delay. I therefore request you to reimburse me the cost of USD 552.79 to my account directly Or by cheque, Thanking you

Since by baggage not received I had to buy required clothing worth USD 552.79 which was bare minimum required by me to work on ship. United airlines still not answering and paying my claims.

I am an international photographer now stuck here because of a falut,in miscommication.I rewned my visa for and extrs 3 months speaking to united at least a month piror,which was ample time to make sure I could renew my ticket xkd92a I called friday 12 of sept 08 to be told my ticket would expire if I did not take the flight ant It would be over 2000$ to re book. I desperately need to be contacted by some on in authourithy as of know I have no return ticket.This matter can be handeled dipomatically,it was a gift ticket I had to knowedge of an experiation date,united could hav mentioned that through all the piror phone call I made. Because of their bad bussiness procedures Im stuck. please contact me on how to proceede. Thank You

I have no money for a new ticket.I have no work visa for austurila

I departed a United Flight out of Los Angeles, thru Dulles to Montreal on Sept. 4. Several of us were directed to a particular place to check in even though no ticket attendant was near. We all checked in to different places and had to wait 8-10 minutes for a ticketing agent to check our ID's and attach our claim tags to our bags. We had to beg someone to come and help us and the guy wasn't very happy at being called away from his area.

Guess what. He put my tag on someone else's bag. It is now a week and I still haven't received my bag. It totally ruined a trip in many ways. Even more frustrating, is that United sent a bag (via Air Canada) saying they had found my bag and would bring it up. Well, it arrived the next morning. It was the mistaken bag with my claim check- different color and definitely belonging to someone else. I asked the complaint center (which I understand is in India) to notify Montreal, Dulles and LA regarding the location of my still missing bag. It has orange and white survey ribbon as a big bow on the handle- and is black if anyone sees it.

I also asked them to pick up the bag mistakenly taken to my hotel in Montreal. It took them 40 hours to pick up that bag, after repeated calls and a call to the owner of the bag (which I had found by looking at all the tags.) So, I am still searching for my bag. It could be anywhere, but it seems like it should be easy to find who else got the wrong bag who traveled out of LA, during that same time period. That person got my bag.

Please United, I really want my bag. I am sure its the only one out there now with an orange and white bow. This was really incompetence. Now watch if I file a claim, they will undoubtedly try to tell me they only need to pay the $1000 since I was on an international flight vs. the $3000 domestic even though the mistake was made in LA, and they have no proof my luggage ever went to Canada. Anyone who sees it, please let me know. Still looking.

Here is a copy of the letter that I sent to United Airlines. I initially booked this flight thru travelocity.com I am writing this complaint regarding my recent flight. First and foremost flight #7970 was so filthy and the smell that came from the bathroom almost made me sick to my stomach! I was so upset that I was just praying to get off that plane; however connecting flight 7879 was in much better condition.

Returning was the real disaster, I went to print our boarding pass and discovered that neither Andrea nor myself was scheduled to fly out on Monday, September 8, 2008 @ 7:27pm in which we were both scheduled for flight #7348. We had already checked out of the hotel and returned the rental car...NOW WHAT!!! Oh my Goodness we are stranded!

Long story short we both had to contact our employers to notify them that we would not be able to report to work due to a flight that was re-scheduled for Tuesday, September 9, 2008 @ 6:00am without any prior notification. In addition to all that, flight # 7932 plane was so raggedy I feared for my life the flight was extremely ruff and the plane made all kinds of noises I was absolutely petrified.

Again, long story short we would like to be reimbursed for the inconvenience. Please contact me if any additional information is needed concerning this matter. Thank You

Big inconvenience, we was stranded with no extra money to rent a room and besides how was we going to get there! so we slept in the airport until our flight was ready to board.

I purchase a ticket with Air Canada from Edmonton to Chicago. The baggage allowance is 1 bag but on my trip back from Chicago to Edmonton, I was forced to pay $15 fee for the first baggage. When I checked with an Air Canada agent after my arrival to Canada, I found out that United was illegally charged me but Air Canada cannot do anything because it was United who charged me.

When I called the luggage center, I got new numbers to call. It was like calling a circle of numbers without real answer. United just took advantage of customers who don't have any power to do anything. The agent at Chicago said if I did not want to pay, I cannot go on a flight. These airline are like conspiracy to get more fee money from customers with new rules almost every month or the difference between airline policy. United did not honor policy of their partners but Air Canada gave me no help too.

$15 is not much money. It was more like a frustation and the feeling that you got screwed with this loophole. Flying used to be an easy way to travel. Now is a nightmare.

On 4 Sep 08 I took a flight from Boston to Burbank alone with my two children, ages 1 and 2 (I purchased 3 tickets). When I got to the gate I was surprised to find that United did not offer pre-boarding for those traveling with small children. I asked the woman working at the service counter if I could pre-board as I was alone with my children, or if I could at least have some assistance in carrying the carseats down to my row. The response I received was 'I have 2 children too and you just have to deal with it'. Needless to say, I received no assistance from United down to my seat as I gate checked my stroller, carried 2 carseats, 2 babies, a diaper bag and a backpack. We are lucky nobody got injured in the process of manuevering down the narrow aisles. I also received no help from the crew upon exiting the plane. On our stopover our flight was delayed and it was the same process all over again, no assistance from United.

I was excited to arrive at my final destination and leave the whole horrible experience behind me. I retrieved my bags, only to find one was missing. They said they would deliver it by noon the next day to my home. So, off I went to my car only to find that they had somehow damaged my double stroller so it would no longer collapse. We folded down the back seats since that was the only way it would fit and rode home. Since there was no longer room for me due to the stoller issues, I rode home sitting on the floor between my children's seats. At noon my bags had still not arrived, so I called United. They stated that they were out for delivery and would be there by 230pm. By 600pm my bags were still not there. We are now at 2 days since we arrived at home and I still do not have my bag.

When I call the customer service line, they put me on hold so they can call the Burbank airport. In the four times I have called nobody has picked up the phone at Burbank. On my travel to Boston from Burbank I flew with American Airlines and they went above and beyond to help me. They pre-boarded us, carried the carseats for me, and even occupied my children while I installed the carseats on the plane. They even told me that when I needed to go to the restroom to just ring the buzzer so they could keep an eye on my children. American (and a few other carriers) also have infant changing tables in their bathrooms, where United does not.

I am a frequent flyer. On average we fly cross- country 6 times per year (24 round trip tickets). In all my years of frequent travel, I had never had such a horrible experience as I have with United. I have never had such poor customer service and would be willing to pay more for a ticket to avoid this airline. I will definately tell everyone I know with families to never use this carrier.

This experience has made me never want to travel again (I am completely serious). They also broke my double stroller (Peg Perego Aria twin, $330) and my luggage has been missing for 2 days. I have none of my toiletries and most of my regular clothing is missing (it was a 3 wk trip).

I had my worst flight on 29 August 2008 and that was with United Airlines, coming from W.D.C.Dulles Airport to London. The flight was delayed for nearly 2 hours and combined with the insufficient leg room and the instruction not to leave your seats you can imagine how uncomfortable one would have been. Flight attendants and in particular one male attendant was extremely and unbelievably rude towards me. The story was that having pressed the bell to ask for drinking water but was neglected for 15 minutes by the attendants, who were chatting away and laughing among themselves, I had to ask the attendants to come to me.

One of them eventually came and upon my request for water brought me a very small glass of warm water. After drinking a sip decided I could not drink the water and went to request for a more refreshing water perhaps from a fridge. A male attendant in a very very rude manner told me to go and sit in my seat as they were busy and could not give me water at that moment. They were not busy at all; 2 of them were sitting and the third one, the male one, standing and all three of them were talking and joking, that was the reason they were busy!

When I objected to him that he had no right to speak to me in that manner he became more aggressive and told me to go and seat OR I would not be on that flight. He asked me in a threatening voice: Do YOU want to be in this flight or not? I replied of course I do. GO AND SIT DOWN THEN. I returned to my seat and requested to see the head attendant. It was not until 20 minutes later that I had another half glass of warm water, and the aircraft did not take off for another 25 minutes. I could not believe it that a person as rude and impolite as that male attendant still had a job.The head attendant came and listened to my complaint and was very sympathetic and told me she understood and apologized to me.

A month after the incident I am still upset and can not forget what happened to me and have now decide to let other people know of the poor service that United Airlines provides. I did not tell my two children of my very unpleasant experience with the United Airlines as they had paid for the tickets and had treated me to the trip to the United States. I loved America and enjoyed my time there. Next time, I will undoubtedly travel with another airline. Since my horrible experience I have been advising my friends and relatives against travelling with the United Airlines.

On our return home from Cancun we had a stop in Chicago and my bag never made the Chicago flight to SFO. Well I received my bag 24 hrs later and when I checked my belongings I found that 2 pairs of Michael Jordan basketball shoes along with a Sony digital camera, 2 Jordan basket ball shorts and 2 Jordan shirts were missing. Never fly United unless you want your stuff stolen.

On May 12, 2008, I purchased air travel of three legs through United for: 1) a trip from Chicago (ORD) to Washington (DCA), Aug. 4, 2008, United 616; a trip from Washington, DC (DCA) to Montreal (YUL), Aug 6, 2008, United 8381; and 3) a trip back from Montreal (YUL) to Chicago (ORD), Aug 8, 2008, United 7597. All service was economy. The charge for this ticket was $890.56.

On the day of the initial leg, Flight #616 was cancelled due to weather, and United was unable to put me on a flight to Washington before the next day. This effectively eliminated the purpose of my Washington visit. Accordingly, I reached United reservations by telephone and asked to convert this ticket to a round trip between Chicago and Montreal, economy, and I thought this was done. Indeed, I traveled the next day (August 5) from Chicago to Montreal and returned on the originally booked flight on August 8.

Since a round trip between Chicago and Montreal was $486 at the time of my booking, I believe I am owed a refund (from $890.56, equaling $404.56). I realize that United was not responsible for the weather, which created the initial cancellation, but this seems a simple case of fairness and logic. My attempts at achieving this goal by telephone to various United agents was nightmarish. After two long waits to speak to a human being, I was told each time that I somehow was diverted to the wrong person (although each was recommended by the previous agent).

I was finally connected (after more than an hour on the phone) to an agent who spoke such poor English and with such a heavy Indian accent that he was practically incomprehensible. (Shame on United for employing such people as telephone agent. Or was this simply a cynical attempt to discourage further efforts on my part?) All I got from him (I think) was the sense that he could do nothing for me.

I then complained to United customer service via their website on Aug 12, and the next day received an e-mail reply telling me that United instead booked this as two one way tickets (why?) which magically came to the total of my original booking of the three-legged flight ($890.56). I immediately responded that this was unacceptable, because I asked for and should have received a round-trip booking.

I received an e-mail reply on Aug. 15 telling me that the matter has now been referred and so the Refunds Department will review your request and process your applicable refunds accordingly.? I waited 10 days, having received nothing from the Refunds Department, and wrote again asking for a resolution. The e-mail response came the next day with the explanation: Currently, our Refunds Department are experiencing a high volume of emails and as a result, your continued patience is much appreciated.? It has now been 4 weeks since I initiated this complaint, and there is still no resolution. I find this unacceptable and wish both to register a severe criticism of United Airlines and their handling of this matter as well as any help you can provide to resolve this. Thank you.

I have been travelling business class for all my trips and have accumulated approx. 88K miles which qualifies me for a round trip ticket to Mumbai. I booked another business trip to Mumbai on Sept 12 and wanted to apply my miles to be redeemed for my daughter who I would be taking the trip with me in coach class. I called mileage plus telephone to arrange a ticket for her and was denied a ticket because of availability.

I asked the agent if there was any availability on either the day before Sept 12 or after and she said there was not. I then asked if there was anytime in the same week and again was told there was no availability. I then asked if I could buy another ticket and was told I could on any of those days- interesting apparently [they] have plenty of availability just none that United will let me use my mileage for.

I cannot have my daughter travel internationally to another new country on her own. I am really disheartened by this and am wondering if it really pays to travel by UA. I have indeed gone ahead and cancelled my ticket and have booked with a different airlines. How disappointed I am in United's flexibility, and I wonder what good your mileage plan is if you can't use it? Thank you

I purchased two round-trip first-class tickets from United Airlines on April 3, 2008 for a trip in September 2008. I specifically chose this flight because the seats 1 H&J (bulkhead) were available on the 9 hour flight to and from Honolulu from Chicago. I have my confirmation that clearly shows these seats as confirmed.

I received an automated phone call on August 25, 2008 saying there was a change in my itinerary -- they had changed the departure times on each flight by about two minutes. But that caused my seats to be re-assigned and I lost the first row that I had originally confirmed. When I called I talked first to reservations (for about 45 minutes) to no avail. She transferred me to customer service where I talked to two separate people who in the end said they couldn't help me but would offer me $25 vouchers or 100 miles! This for $4300 worth of tickets! I will never fly with United again. Be careful - the seats you pick can be yanked right out from under you.

My carry-on bag was checked at the San Antonio United gate and placed under the aircraft due to boarding a smaller United aircraft that didn't have the overhead space. That was ok since I already had it green tagged. The first leg stopped at WASH/Dulles and I didn't notice then that I had the wrong bag until I arrived at Syracuse NY (destination) and found that the bag I had was not my bag. I took it to the Syracuse Baggage Claims and they verified it belonged to an international traveler (still at Dulles) who had my bag and was without proper identification (it was all in the bag I had, passport, money etc). I gave Syracuse Baggage Claim office his bag and I was led to believe the individual at Dulles gave my bag to United there. I started my tracking paperwork at Syracuse for my bag.

During my awaiting my final leg from Dulles to Syracuse I didnt suspect I didnt have my bag (looked exactly alike, green claim ticket and all) and received no public announcement to return to the gate to pickup my bag. I found out later in Syracuse that the United representative gave my business card (off my bag) to the other passenger and he called my office (of which I didnt receive until much later). It would have been more beneficial to make a public announcement, the other airlines do it all the time, why didnt United (customer service lacking)? As for the business card, while at Syracuse, their baggage claim did make contact with the other customer (the next day, Tuesday 12 Aug), using his personal information found in his bag. He was still waiting on word of his bag (this was the first help he received) and thankfully Syracuse was able to make return arrangements for his bag.

However, to date, there still is no word on my bag, although I understand it's not easily tracked, why couldnt United have looked for my bag while everything was still fresh at Dulles, now it may be in Chicago, who knows. Ive recently filed a claim for my bag contents and my claim was turned down in an email from a Mr. Berk (United Baggage Rep). Then after I filed a complaint, Mr. Berk and another claim rep, Ms. Narula, both, email me to file another claim and I did.

I continue to try and telephone Dulles United Baggage Claim (still no answer there). Ive tried to call United Ohare and nothing. Im still at a loss of what their procedures are to give some adequate customer service. I continue to hope they are looking at the information I continue to send them and can use it to find my bag. All I know is the green claim ticket is on my bag and as far as I know when the United gate representative took my business card she failed to put it back on the bag which will make locating it a lot more difficult. Im a very unhappy person right now.

I will be out some clothing and toiletries and I sure will think twice before I take another United flight.

I'm writing about United Airlines and their unfair price gouging. I live in Juneau, Alaska and travel 2-3 times a year to Canton, OH. My parents are elderly; my father has cancer, and my mother has Alzheimer's. I take Alaska Airlines to Chicago and then have to book United airlines from there. My airline choice from Chicago is limited due to the time it takes to get from alaska to the midwest. I normally stay overnight in Seattle just to be able to catch an early flight to Chicago. Of the other airlines which fly between Chicago and either Cleveland or Canton, OH United is the only one with departures later in the day.

I recently booked a flight on United to Canton, OH for Christmas; the price $287, which isnt bad considering Canton's airport is small and it is the holidays. But when I went to book the exact same flight leaving Nov. 22 and returning Nov. 29, the price had increased to a whopping $974.50! I can understand fluctuating prices between days of the week, but between the time of day? And so drastically...does it take more fuel to run the same type of airplane in the middle of the day than it does to run in the morning?

The customer relations response I received said something about how prices fluctuate based on demand, but if you do the search and check the seat maps, you'll see there's currently not limited seating on any of the flights offered for those days. So if every passenger on that flight pays over $900, does that cover the price of fuel for a flight that takes approximately an hour? If that's the case the US better come up with some new aircraft that uses cheaper fuel...

Consequences? - unfair price gouging to consumers. How much more price burden are we supposed to take? dont the airlines realize they're running themselves out of business? I dont have the answers, but I'm sure not going to pay over $900 plus luggage fees for 1 flight that takes a little more than an hour...

I left my precious palm size electronic dictionary (cost about $100) in my front seat pocket on board accidentally. I felt so sad about it. I sent an email to LostArticles that the only contact I found online when I realized I lost it the next morning and I put so much hope to the airline service to find it back. If the cleaning team did a good job, if the lost-and-found service communicated with the staff on the UA898 in timely manner, there would be a very good chance to find it, I suppose.

Unfortunately I got late and passive response from the lost-and-found, 'If it does come to our office we will contact you.' And I got no further news so far. I was wondering that how often the items were lost on board and how often they got them back to the owners? Although its not their responsibilities, it does reflect the quality of their service.

When I brought it up to uacustomercare, I was told that 'you may file your report by phone at the destination airport of that particular flight only' and I got no response when I asked 'What is the phone number at the destination airport of UA898?'... was it actually existed?

On June 4, I bought round-trip reservations on United Airlines website to go from Raleigh to Chicago for my Moms birthday party on July 26 & 27. I made a mistake I actually booked the tickets to come on July 27th and return July 28th. I made this mistake on two of three tickets I purchased. I did not realize I had made the mistake until Wednesday, July 23rd, when I tried to print my boarding passes. I was very upset but it was 100% my fault. I tried calling United to change the flight. I had bought non-refundable, non-transferable tickets and no flight insurance since I was looking for the best price.

On July 23rd, I called United customer service. After over an hour of going through a very complicated phone system, I finally find a human voice. However, the person I talked to was in India spoke highly accented English. He could not easily understand me and I had trouble understanding him. I finally figured out that it would cost me over $750 to make the change. Its $150 penalty per ticket plus the difference in the fare. I decided against it since I could book one-way on American Airlines for $212 per person. I got to my destination without trouble. Had an enjoyable weekend and then tried to use the return portion of my flight. I had not cancelled it.

I knew something was wrong when I couldnt print the boarding pass at the hotel. I arrived early at OHare for my 1 p.m. flight only to discover that my ticket had been cancelled because I did not use the first leg of the flight! The ticket clerk was friendly, but explained she could not do anything. She called her manager who also explained she could not do anything. The second manager called her manager. Their only option was for me was to purchase two tickets at close to $1,000 a ticket. I demanded to speak to the managers supervisor, who finally came after one and half hours.

During this time, I was making frantic phone calls trying to line up another flight. The manager decided to override the system and only charge us a $150 each $300 total penalty and then gave us back the exact same seats we had reserved on June 4. That there was a delay due to mechanical trouble is par for the course. I would appreciate that at least the $300 penalty be waived. I am disputing the charge with my credit card company. I have no idea where the policy came from. I tried to go the website, but still cannot find the policy of unilaterally canceling tickets written in plain English.

$300 additional fee, total of over $1,000 in extra airline travel expenses.

My brother is the Marine in charge of the war effort in Afghanistan. Our father is dying, and his wife and kids flew home from Japan to see him. They were 18 pounds overweight on the return trip. [United] airlines charged them $654.00.($36.33 per pound) Is this how United Airlines treats Military Hero's families? Now he is in Afghanistan worrying about his finances, thanks to United Airlines. He has served 3 tours in Iraq, and this is first in Afghanistan. The terrorist can't get him, but United Airlines did.

He is worried sick about his family now and is trying to handle this from Afghanistan. He needs to be concentrating on the terrorist and his personnel, not this. I believe [United} will do the right thing; otherwise I would've already gone to the Marine Times, Fox, and government officials to express my opinion.

Military spouse living alone is foreign country is having to use limited income to pay outragous fine. My brother is fighting a war, leading hundres of troops, making expensive calls from war zone to United, worried about his family and finances.

My husband was recently travelling from Charleston, S.C. to Washington D.C./Dulles Airport. Hw inadvertently left a package under his seat (a gift he had purchased for me) and attempts to call United and log a complaint have fallen on deaf ears and no satisfaction. As a matter of fact, you can't even speak with a REAL PERSON.

My husband returned to the airport the following day and visited the Baggage claim department and United Terminal at Dulles Airport to again receive no satisfaction. He even gave the name of the flight attendant for them to check and see if she found his package. Of course, the constant reply is keep checking but to what avail. United should have been able to trace the owner of the package based upon his seat assignment.

To make matters worse, upon arriving home he found his aviator sunglasses had been removed from his suitcase and his eyeglass case left in the suitcase empty. Nothing is safe anymore either on the airplane or within the airline services provided i.e., baggage.

Loss of package $200, loss of sunglasses $200 - total loss: $400 plus aggravation, frustration and time spent trying to locate my property.

This was supposed to be a lovely trip to Europe, my Granddaughters graduation present that she was very excited about. The trip started out in Pittsburgh United Flight #7824 that was to leave at 4:05 p.m., I had to check my carry on at the gangway because it was a small plane and had a full load, we left about 1/2 hour late, upon arrival at Dulles at about 5:05 p.m., we de-planed on the tarmac and were told to wait near the front of the plane for our hand luggage that was checked during boarding, I told the United rep that I only had a few minutes to make my connection, thinking he would be decent enough to hand me my bag as it was right there, nope! He did however give a mother her stroller so she could walk around the airport for the next hour till she had to catch her flight, nice guy that he was.

Well we missed our flight #918 to London, and were not allowed to go on the next one going out which was boarding at that time, just two gates down, ;because they could not get out luggage loaded on that plane in that short of a time, but then we all know the luggage was still on flight #918 and on it's way to London. Get this (and please keep this in the back of your mind) YOUR LUGGAGE IS NOT ALLOWED TO FLY WITHOUT YOU!

We were sent to the customer service line to get re-booked. They had 3 people on the counter and no less than 200 people in line, needless to say we were going to be there awhile. Would have been but after an hour in line a lady with a medical condition raised cane with someone at United, and they sent two more representatives that took the international passengers to another counter, since there were only about 12 that helped move it along. Finally it was our turn. We had a very nice agent, she would put us on Virgin Airline flight #56 that was leaving at 11:10, she called Virgin, set it up, asked their people if they saw the reservation on their screen, they did, she gave us tickets and we ran and walked as fast as we could all the way to the other side of the airport to their terminal, I am guessing it took at least a good 20-30 minutes even with moving walkways.

When we arrived there, handed our tickets to the agent, Yaser Z., he said they had no reservations for us, and would not call United to confirm it, he said our tickets were not valid! I asked him to call his supervisor, he said he could not do that, that I needed to go back to United, they could not tickets issued by United for Virgin Airlines. What is this? Is this another new way to anger customers? Well it was back to United...across the airport...found the same agent and told her what they said. She called Virgin, got a "supervisor" told them the problem, this person said we did have reservations and gave us this MAGIC reference number FZK2PP that would apparently get us on the flight, well the clock is ticking, its going on 10:00 p.m.

So it's back to Virgin...across the airport...agent at the desk said they closed boarding 20 minutes prior to our arrival! I lost it! Told the "supervisor" there, a Heba M., I wanted to talk to her supervisor she said she did not have one to which I replied bull, said I know you have a supervisor and I want to talk to them. Well I got no where, did get her name and the other agent and will be sending letters. Anyway it is now going on 11:00 p.m., back to United...want to know how tired and angry I am? Back to the customer service counter, where there was a new agent, I did not get in line which I was told about, and I let her know this was my third trip back and I was not getting in line again. She booked us on a flight out the next day at 6:10. Since it is now past 1 1:30, trying to find a room for the night is another nightmare. We finally found one that was a $65.00 cab ride away. Thank you United! Since our luggage is off to London and we have no personal items because of all the restrictions we will have to find toothpaste, etc small enough to travel with or else we will have to toss it. Thanks again United!

Now we have lost a whole day we had planned in London. We did get the flight but sit on the runway for 2 1/2 hours due to storms in the Atlantic. We finally got to London and guess what, our luggage did not fly with us. We had to take an hour out to file a lost luggage claim. We called the number for lost luggage as we would be leaving London early the next morning for Paris. They had not located it yet. We made several calls to United's Lost Luggage and to our AAA agent trying to find someone who could give us some definite information as to where our luggage was and when we might get it. We did not allot time for shopping for clothes and necessities into our schedule and resent very much the amount of time that was taking. We gave United the address where we would be in Paris and the phone number they could reach us at.

United had called to tell us they had found our luggage and it would be delivered to hotel in Paris. We were ready to leave Paris and still no luggage. We called United the 15th to be sure they had our address in Barcelona and when we would be there. We need to find a charger for the rental phone as the battery is almost dead and the charger is in our "lost luggage". It is now seven days and still no luggage! We had to shop for some clothes, still a time consuming and not an easy task. We have been calling United several times a day looking for the luggage, personally I think they are lying when they say they found it and will deliver it to our hotel. We have heard that several times now, but still no luggage! We had a flight to Rome, so there went the shampoo etc.

We keep United updated as to where we will be and when we will be there just in case they find the luggage. We called the travel agent and had her get us a day later departure from London since we lost a whole on the front. We got back to London on the 21st, still no luggage, I haven't been able to use my movie camera, which is one of the most disappointing parts of this trip, since Paris, my charger is in my missing luggage and no one carries them. Left London on the 23rd, got to Dulles, had only about 1 hour to make connection to Pittsburgh, but had to get through customs first. What a zoo that was, a very poorly run operation, you could not put one foot in front of the other, let alone claim your luggage. Because this airline is not able to schedule connecting flights with enough time between them to get through the customs mess, missed that flight just as many others do.

We were put on standby for the 11:00 flight. We did make that. I am never flying United again. By the way I got my luggage during the night of the 25th. The delivery service left it in the garage sometime in the middle of the night. Probably because someone twisted the handle off of it, a brand new suitcase too. My granddaughter did not get hers until August 14. 2007, 36 days! Half of her things were soaking wet, including the two new books she had in there. Guess you lied to us when you said our luggage was not allowed to fly without us.

Needless to say , I am less than happy with the way we were treated, not only about the lost luggage? but the way the delay and booking through Virgin Airlines was handled. That was so unprofessional. I cannot believe that you can accept that kind of business practice much less subject your customers to it. If the airlines continue to think they can abuse the ***** and their customers like they are now, you are in for a rude awakening. Speaking for myself and my granddaughter we are not flying United or Virgin Airlines for any reason. There are other carriers out there.

Indiana, Pennsylvania 15701

I had to travel on an urgent nature to attend a funeral for a close family friend in December, 2007. Since I was going from Phoenix to Fresno, CA, my choices were limited. I used my frequent flyer miles to fly. The trip was flawless, I was given additional courtesy due to the bereavement as they had load capacity for free flights. I saw that I would have to pay $75 to use my miles in addition to the pfc's, 9/11 fees, etc. That WAS spelled out upfront on the website. I agreed to the charge since I was booking less than 1 week before flying. United did a wonderful job. United made a tough trip very easy.

My family; my self, my wife and my 4-year-old son were to travel to Kauai Island, Hawaii on June 17, 2008 which we booked 6 weeks in advance. Flight UA 477 out of TF Green Providence was delayed 2 hours because of 'late arrival due to weather' per the airline. This delay did not affect any other airline from Chicago except the United flight to Providence and the flight to Chicago. We missed our connecting Flight UA1 from Chicago to Honolulu because of these delays. United representatives told us no other flight could get us to Honolulu for the next 2-3 days. They offered no alternative routes or fares and told us they were not liable as this was because of weather.

Unfortunately, this was a business trip for my wife who was to attend a medical conference in Hawaii. When we argued they did give us an alternate booking on a waiting list out of Chicago but neglected to tell us that there was overbooking on all flights with very long wait lists. OVERBOOKING In Chicago we spoke with United representatives again-per the United representatives there were no seats out of Chicago to Honolulu for the next 3 days because of overbooking. They gave us the option to go to Los Angeles and from LA and maybe catch an early flight out to Hawaii the next day-(on a waiting list).

The first flight out of Chicago to LA we were on a waiting list and were offered three separate seats which we could not avail as we had a four-year-old child with us. The United representative (Flight Attendant) here was very rude to us and told us off for delaying them they asked us to step out of the way as we were in the way of legitimate travelers. Our suitcases arrived badly mangled in LA. As nothing inside was damaged we did not report this as this was the least of our problems.

En route to LA on flight 941 we were asked to move from being seated together to separate seats to accommodate a couple with a child not much younger than ours. With all Hawaii bound flights overbooked out of LA We were stranded there the 17th and 18th of June and arrived in Lihue on June 19th-3 days late. On the last leg of our journey LAX to Lihue airport Hawaii-I left my cell phone in the front pocket of my seat-united staff refused to help me find it. On arrival home on June 23rd I called United and they told us United were in no way liable for the inconvenience as the delay was weather related and we were not eligible for a refund as we continued traveling, got to Hawaii and returned with them. The person I spoke to told me: We only give free tickets to passengers who willingly give up their seats.

United gave us three travel vouchers good for $200 each good for travel on United expiring in one year. I also got a coupon for inconvenience for changing our seat on 6/17/08 on Flight 941 to LAX-I do not know what that is worth. I am writing as my expenses for 2 days stay and cancelled reservations were in excess of this coupon amount. I also felt the ordeal suffered by my family including missing 2 days worth of conference time in Lihue was worth more than the amount United compensated us for. United also never admitted to making an error and never once told us we deserved better service. My wife and I paid ~ $3600 to United for the return tickets. We arrived home with damaged luggage and lost items.

Last year me and my wife had RTW tickets with UA/EK in first class. At last leg from Dubai to Bangkok our tickets could not be verified by EK and I had to buy two one-way tickets. Later on UA admitted that this was their fault. No refund or any compensation has been received. I have sent, God knows how many, e-mails to UA but every time the reply is that the case is under investigation and please be patient. I have now been waiting nearly one year, and still no action. Mean while the subject tickets have become non-valid (I think so?). What can I really do? They seem just to ignore this.

New one-way tickets (2 pcs.)from Dubai to Bangkok (Emirates First Class) worth approx. USD 2000-2500.

I ordered a ticket online with my miles on 6/24. I went through all the steps and on the purchase page was told the price was my 25,000 miles, plus $43.20 in fees. I looked over the total and hit purchase. I got an email shortly afterwards containing my itinerary, and stating that my total taxes, fees, and surcharges were $43.20 (plus my 25,000 miles of course). My credit card was billed for the $43.20 plus $75.00. I called to ask what this $75.00 charge was.

Before I called, I logged into my United account and checked the e receipt. Since the e receipt stated that my total, with all fees, was $43.20, I felt confident that the $75.00 charge was a mistake. United informed me that the charge would not be refunded, because it was a closing fee, apparently charged because I had ordered my ticket 10 days in advance of travel. The first person I talked to told me that this policy is new as of July 19th. I told him that the website never said anything about such a fee. He transfered me to the website department. The website department listened to my story and transfered me to the international desk.

The woman at the international desk was incredibly rude. She informed me that the fee was a closing fee. I told her that the previous representatives had explained what the fee was, but that I had never been told about the fee. I explained that the website never said anything about such a fee when I was purchasing my ticket. I explained that my email and the e receipt reflected a total charge of $43.20. I told her that I was not paying for a fee that I had never been told about, and that United cannot charge customers for fees that they did not disclose. The woman informed me that United never charges its customers without informing them. And then she HUNG UP ON ME.

I see that another consumer had a similar problem with an undisclosed fee. I too will be filing a formal complaint, and may try to dispute the charge through my credit card company. United cannot charge consumers for fees that they never agreed to pay. Currently, I have a $75.00 charge on my credit card. I plan to call customer relations tomorrow, but given what other people have said on this website, I don't expect a refund.

I am currently sitting in Singapore. I arrived at the airport at 5:00am this morning for my 6:40 am flight. I was told upon check in that the flight had been pushed back until 1:40 pm. The person I was flying with was a Global Services customer and was immediately re-booked on a flight leaving at 7:15am. I was told that the flight he was booked on was completely sold out (even though people walking up after me were also re-booked on that flight). We asked why we were not informed of the delay and the gate agent said that they had no contact info for us! I booked e-tickets! The gate agent made a show of leaving me to find me another flight. She came back to report that every other airline was completely sold out, even coach. I paid for a full revenue business class ticket.

After waiting for an hour I checked with Singapore Airlines myself. They told me they had available seats on the next flight to the US (leaving at 10:40am), so I went to the United counter and found that all of the United reps vacate the premises completely after checking in their early morning flight. I called my travel agent and she called United. She was told that it was a delay due to weather and that no one was taking off from Singapore until later that afternoon.

As my travel agent was telling me this I was watching flights take off and get pushed back from the gates here at the airport. United is plain old, flat out lying. The Singapore Air flight took off while I was waiting for them to resolve the issue (I had already checked in so my agent could not refund my flight, I bought a refundable ticket). So, if you buy a refundable on United it is not really refundable because their agents hide from the customers. It is now 11:40 and the customer service people at the airport still cannot find any United respresentatives.

Of course, my delay will cause me to get into Chicago too late to catch my flight to Charlotte, so basically they have cost me an entire day and many, many hours of pain. I am a business flyer and flew over 250,000 miles with USAir last year alone. United - I flew you to Asia a couple of times last year. This is the last time I will permit my travel agent to book me on one of your approx. $10,000 cross-atlantic flights. Hopefully you will start to feel the pain of your POOR, nonexistent, dishonest service.

Unreasonable expenditure of my time, possibly additional expense if I have to re-book on another carrier tonight.

I bought a ticket with 25,000 frequent flyer miles on United Airlines. The total charges, including taxes and fees was stated as $10. I got a receipt on email with the above information. They are now charging me two separate fees of $100 and $10. I called to request why and they said that the $100 charge was because I booked within 6 days of the flight. They did not tell me that on the webpage when I booked the flight. They also did not tell me that when I got the emailed receipt for $10 and a deduction of 25,000 miles.

Now they will not credit the $100. They are irresponsible and the several customer service representitives are incompetent. They only say it is nonrefundable. I was never told that I would be charged the $100. They cannot lawfully do this. They are not within their rights to charge me without informing me or sending me a receipt. I will file a formal complaint.

20 JUNE 2008 9:30pm I booked my 16 year old Daughter a flight on United. My Daughter would be traveling via Jonhstown,Pa to Washington, DC to Denver, Co (DEN/Flight#903) to Ontario, Ca. Flight #903 was cancelled. This is very unprofessional. One employee contacted me by phone. Employee would not give her full name or employee # when I ask for it to make a complaint. Oh yes, She hung up on me then called me back. The most she would tell me was she is a Supervisor and her name is Jackson. She had a bad accent. She put me on hold for 10 minutes. I could hear her talking about me and my Daughter. She would not set up my Daughter with lodging unless I paid [United] $99.00!

My Daughter was flown to LAX. I had to drive 160 miles (round trip) to LAX and of course pay for 2 hours of parking, because her flight was also late. My Daughter's baggage was not at LAX. The bags where at Ontario. We are still waiting for her baggage currently.

time, money, and my intelligence

I purchased a flight for my mother and her friend to go to Vegas for a couple of days. The flight originated in Tulsa and then to Denver and on to Vegas. When they arrived in Denver the agent told them what gate to go to for their flight. They went there and the gate agent said they were in the right place and said they had time to get something to eat in the resturant right next door. They went back to the gate and sat down. At no time was anything posted of a gate change. When they asked about boarding the agent said that the gate had changed and they should hurry since they were boarding. No announcement, nothing.

Two elderly ladies took off and have to cover the entire airport. They got there about 10 minutes before departure and the gate agent there would not even acknowledge them. She was rude and told them they would not make their flights. This I do not understand because they had their boarding passes. When they tried to board the agent at the door said it was too late. They were sent to stand in a line with about 100 people. Of course, their plane took off without them. Over 3 HOURS LATER, they were assisted by another rude agent who told them they could have gotten on other flights if they weren't in line so long. They ended up having to stay overnight in Denver, at their own expense, and fly out the next afternoon.

When they arrived they went to pick up their bags and both my mother's brand new luggage and her friends were really damaged. They went to the damage counter and the woman was buzy chatting. When she was throough, she looked at it and said that my mother should have bought better luggage and she would not allow her to file a claim. So my elderly mother set off, dragging her destroyed bag through the airport. My mother called me in tears once she got to the hotel. I contacted United. I called the customer relations dept (which was a call center in India) I could not understand anything and asked for a supervisor. She spoke a little better english. She listened and apologized. I asked if they could be bumped up to first class for their return flight and she laughed and said that the offense wasnt that bad.

I asked about claiming her damaged bag and she said that I needed to contact the baggage dept. I called the baggage dept and the lady told me that they only handle lost bags. I needed to go to the counter at the airport. I explained, again, that she had done that and I needed help from a supervisor or something. She said that I can email corporate baggage and they would help. I email corporate baggage requesting that her bag be examined and she be allow to submit a claim. I received a canned response that they do not handle claims and I needed to go to the airport counter to file a claim. I responded that she did that and that is why we are contacting them. Once again, canned answer but this time with an apology.

I called the airport itself, hoping to get directly in touch with the claim counter and possibly speak with a supervisor. They transferred me to the United reservations line. I am so angry. I understand that problems happen sometimes. But the company should want to fix the problem or at least take care of the customer.

Loss of new luggage. Both wheels broken off and zipper busted.

I have accumulated 85,000 frequent flyer miles on my account. I planned to use these miles for a family vacation for 5. I asked to book two tickets using my frequent flyer mileage to go from Denver to Cancun in August, 2008. According to the agent, I could not use my miles. The flights were full. Then, I proceeded to ask if I could use my mileage for two tickets in any weekend starting in August 16, 2008.

The result is that United was booked until May 3 2009. I could only find a flight to go to Cancun, but I could not find a return flight using my frequent flyer mileage. The attendant could not schedule anything pass May 15, 2009. The system does not allow this. The mileage I accumulated is worht nothing is my experience.

THere are too many restrictions in order to use them. Those restrictions are not disclosed. It is a fraud. I feel that a large corporation for which I had much respect has cheated me and it is taking advantage of many oother people.

I have another credit card that gives me 2% back from any purchases. If I would have used this card I would have $1,700 in cash to buy tickets in any airline. I could have paid for in any other airline with better service. I have wasted one and half hour yesterday trying to book my flight. I have wasted 2 hours this morning trying to get someone in Customer Relaltions to book my flight. After two supervisors and retelling my story four times I was told the the only thing they could do is to give me two $100 vouchers for any future trips. This is not worth my time. I think a class law suit would be the only way to fix the system.

United publishes a Star Alliance Partnership with their mileage program. It took two minutes for my husband to book a flight with Luthansa using his miles with Air New Zealand. It has taken two weeks to try and book mine with United miles. Even though Air New Zealand is willing to take them. I finally had to book a ticket and try to get an upgrade - AGAIN - it is okayed with AIR NEW ZEALAND to take the miles. United's Bernadette lied several times - starting with no Star Alliance partner flies out of LAX on Sept 15, 2009. My husband is holding his confirmation for that very day. What's the problem - it's Air New Zealand who is eating the ticket - not United?

I have had to pay $3,700 + for a ticket that Air New Zealand even says should be honored by UNITED. I would love to be part of a class action suit if anyone goes after United.

Regarding United Flight 1238 from Denver to Austin on 6/14/08. Flight Attendant, Elliott, was so rude to myself and other passengers that it was more than disturbing. He threatened multiple passengers that he would turn the plane around to have them removed for minor things like leaning seats back too early or not getting their kids buckled up quickly enough.

He was so verbally abusive to me that my 9 year old thought he was a terrorist trying to take over the plane and spent the flight crying and scared. When I brought the issue up with the pilot and the attendant after the flight, Elliott told me you are a liar and that I was trying to get something out of the airline. This is the most insulting customer service experience I have ever had in any industry. As an employer, I would have fired the person on site.

I'm trying to get in touch with someone to make sure they are aware of the issue and doing something about it, and hoping to get a personal apology. I would never fly united again, so I don't want any kind of credit.

We had a flight scheduled at 6 am for our family of four from San Francisco to Boston and then connecting to Helsinki. We arrived to the airport in time for the fight. We were first lead to one line for electronic check in, it took about 15 - 20 minutes in that line, then we asked to be checked in manually since we did have plenty of luggage. We were led to another line, which took about 10 minutes. Then the new line took about 30 minutes.

While in the line, I realized early that we are running out of time, so mentioned that to the UA representative. Her comment was: stay in line. Then I contacted another representative, she said immediately that you cannot make it anymore to the flight but she did not even try to do anything about it.

We continued to stay in the line for 10 minutes, got to the check in desk. Then the check in person moved us to another check in counter where we had to wait for another 5 minutes for someone to come to take care of us. At that time there was only 30 minutes until our flight departure, so she did not even try to get us on the plane. The next 3 hours I continued to struggle to get us a new flight and United to cover the cost of changing everything. Their statement was that they will reroute us only up to Boston, and cannot take care of the connecting flight to Helsinki.

After myself calling my travel agents directly about 5 times (totally I spent on the phone over one hour) I was able to rearrange new Boston Helsinki flights two days after our original departure and UA booked us the same SFO - Boston flight for the new date free of charge. The main problem was the UA not being able to handle check in in timely manner. According to UA there were several other people that did not make to the planes due to the slowness of the check in. We had the original flights arranged so that one flight had single itinerary for SFO-Boston-Helsinki by American Express. Three flights were arranged through expedia.com consisting of two itinenaries; one for SFO - Boston and one for Boston-Helsinki.

Economical impact Personal costs: - $1263 change and new ticket fees to change the Boston-Helsinki Flight for my family - after discussing for 30 minutes with UA representative, I was granted $400 vouchers for future UA flights (this is not equal to cash money though) => total personal impact $863 My Company - about $300 ticket change fees (assumption) - $200 taxi fees to back home and to airport again - Hotel penalty in Helsinki 185 Euros = $277 - impact to rearrange the meetings in Helsinki= 400 Euros = $600 Total Impact to my company: $1377 Full cost impact estimated: $2640 - $400 UA vouchers = $2240

My wife a professor with University of Arkansas had taken 11 students and 2 other professors on a healthteams abroad to Sweden. While enroute home they arrived at O'Hare Chicago airport. The flight scheduled for arrival at XNA (Sunday 8 June 08 flight 5991 5 p.m.) was cancelled then re-booked for 8 p.m.. That too was delayed until 10. Likewise that was delayed until 12:30 p.m..

I checked their website at 11:30 p.m. and it stated the flight had departed. I drive an hour to the airport and the electronic kiosk shows the flight is now delayed and not expected to arrive until 1:03 a.m.. Another check of the kiosk and that time had changed to 1:22. Each time I checked the kiosk the flight was moved out another 20 minutes. It is now 2:43 and the kiosk claims the flight had arrived. 2:55 a.m. and there are no passengers on the escalator, no luggage and no airline personnel to query. I finally found a lonely baggage handler (most personnel left after midnight) who inflrmed me the flight had gone to Memphis.

Arriving home I received a phone call from my wife (she had to borrow a cell phone) to inform me of what I had already discovered. They could not leave the airport because their tickets did not indicate the re-routing and as as such would not have been allowed back into the gate area. Therefore, having been traveling from abroad sleep deprived, United did not offer lodgings, hadn't a clue how to get them home before 7:45 p.m. Monday evening.

Seven fourty-five Monday morning I received a call saying my wife one other professor and 5 students were forced to rent an automobile on their own dime and drive back. The very least United could have done was to charter a bus so they would not have to drive in a sleep deprived state. Am I angry with United bet your sweet a - - I am. I shall be writting a sombering letter to the CEO. I don't really expect much sympathy after reading on thier website the CYA disclaimer for cancelled flights and other lame excuses for not keeping their contractual agreements to get their customers to their final destinations expediently.

I had my time with UA from years of travel to the far east racking up months of flights to China, Spain, England, Korea and Mexico. My inhouse travel agent had carefully entered my frequent flyer number, which for unexplained reasons United had cancelled. When I attempted to cash in on those hundreds of thousand mile, I was told there were no accumulated miles. My agent sent in paid receipts to verify the tickets purchased and they stone walled. Since 1996 I have refused to fly UA.

On May 31, 2008, my wife, two young children and I planned to travel to Jacksonville, Florida from Washington, DC (Dulles Airport). We were scheduled to depart in the morning. When we tried to check-in, however, we were informed that our flight was canceled because there was not a sufficient flight crew. We were then sent to stand in a line for additional services. This line was very long and there was only 1 person helping people in this line. We waited for more than 30 minutes.

When we finally were helped, we were informed that there were no flights with the 4 seats we needed until after 9pm. There was a flight on another airline, but we were told that we did not have enough time to get through security and get on that flight (due to the long wait in line). Having our children fly late at night when we would not arrive at our hotel until 1am or so made no sense. The person who helped us told us that United has been cancelling flights that aren't full to save the fuel costs.

I find this to be incredibly unfair and irresponsible. I bought tickets on a particular flight and honored my part of the bargain by paying. United ought to have the decency to honor its part of the bargain by flying the plane to its destination. Given that we were only going for a long weekend, the family canceled the trip -- though I still need to travel today (June 1) to Jacksonville because I have business there in the morning. Today I arrived at the airport. Upon arriving at the gate prior to my 4:40 pm flight to Jacksonville from Dulles, I was informed that the flight is delayed nearly two hours because there is no flight crew. The plane it just sitting there. I don't know whether the plane will actually fly at the new time or not.

I am having tremendous difficulty formulating into words (without the use of expletives) how angry I am. The trip was supposed to be a nice thing for our family as it is my wife's birthday on June 2nd. We were also supposed to see family on this trip (my uncle is recovering from an operation and was excited about seeing the kids). All of this has been ruined either due to incompetence (the inability to get a flight crew for scheduled flights) or perhaps United willfully choosing to break its obligations to passengers like me due to its business expenses.

I would very much like to receive a real response from United (not just a form letter) explaining how this level of incompetence and/or irresponsibility has come to be the norm at United. If I have any choice in the matter at all, I plan to never do business with United again. Although if United's service does not change dramatically for the better I suspect it will not be hard to avoid United -- I expect the company to be out of business.

Bought a ticket online using my miles for a trip on United Airlines. At the time of purchase, a total of $5.00 was charged to my credit card for taxes, fees and surcharges. On my credit card statement I see another $50 charge. When I called United Air customer service, the agent told me that this was a penalty because the ticket was bought less than 14 days before the trip.

Apparently, there was a clause when I bought the ticket that said I could be charged up to $100 if the travel date was close to the ticketed date. While I understand that, I believe this should have been made clear when I bought the ticket. To my understanding, I never authorized the $50 charge. This was sneaked in without my knowledge. When I asked the agent to transfer me to a manager, I was promptly disconnected.

Charged $50 on my credit card without my authorization

They put me on hold for 10 minutes, told me that the flight would be reinstated, and apologized for the inconvenience. I asked what could have caused this "cancellation" and they had no information for me. I was not financially harmed by this event, which was the mistake of UAL. I could have very easily just accepted their conclusion that an inadvertent cancellation was made by me and would have had to pay approx. $1500 for a replacement fare

He explained to them numerous times that he booked an isle seat because that is what he required. The husband went so far as to tell the gentleman in 14C "I don't know why you have to have an isle seat, there is plenty of room for you to get out when you need to use the restroom." The gentleman finally had to become somewhat stern with the husband and explain to him he was keeping the seat that he had purchased. Needless to say they were put out by my husband and myself not being willing to give up our purchased seating (including the additional fee for economy plus so that we may fly comfortably), either.

Eventually, a couple of people begrudgingly moved their seating, so that we could get in the air. Once we were airborne, the wife continued to complain to her husband about how selfish I and my husband were for not moving for them. When she realized that there was no one sitting in the window seat by me, and that we were extremely comfortable, she began to vocalize her dissatisfaction aloud to her husband, again; causing a very uncomfortable environment for a very long plane ride.

Once the seat belt sign was turned off, one of the women from the H. party, flying in seats 6 B, C, and D came back from first class to visit with them in the middle of the isle. My husband and I were openly chastised as sorry excuses as human beings for not conceding the needs of young parents (as if it were our responsibility to forgo our comfort for theirs just because they had children with them). The friend from the front of the plain sat her buttocks on my husbands laptop at one point, and he politely said "excuse me". She rudely swayed back and forth with her infant in her arms, intruding on our personal space in our seating area with her buttocks, her ill child's face, and loosely swinging legs and arms.

At this point I pressed the call light for the stewardess several times to avoid having to say anything to her. She continued sticking her hind end, as well as rocking her child (legs swinging everywhere) in my husbands face until he asked her again "do you mind, your [buttocks] is in my face. She became extremely confrontational and proclaimed that he should be happy, that she could turn her sick child towards him and let her cough on him. (I am under the impression that is a health threat to our well-being). She also informed us that she was from first class seating and that she had the right to be anywhere she wished to be on the plane, because with first class seating she was a more important person.

I acknowledged her status as a first class passenger, and suggested that she might be more comfortable in the area that she had paid to occupy during this flight. She reiterated that with her first class status that she could be where ever she wanted to be on this flight, including the isle space next to us, and isn't it nice to be a first class passenger, unlike us in coach ( I can assure you that there were several offended passengers in the seating around us). Again, my husband and I requested her to get her [buttocks] out of my husbands face, and she thought it appropriate to protrude her [buttocks] within inches of husbands face, slapped herself on the backside and proclaimed "it is a sweet [buttocks], isn't it." My husband became highly agitated and told her she was a [expletive].

At that point I asked him to please say no more, I stood up, and said "excuse me", requesting her to move so I may exit my seat. Again I had to say"excuse me, I am trying to exit my seat; will you please move"? She replied "Oh, do you need to go to your coach seating bathroom, that's right, you walk all the way back there"; not knowing that I had had enough and was going to request the assistance of staff that had not responded to the call light. she had gotten way out of line and very confrontational. I walked to the back of the plane and spoke to the three stewardesses and requested immediate assistance to have that woman return to her seat and stop harassing my husband and myself on her friends behalf.

The stewardess finally went to speak with her and informed her that she was not allowed to stand in front of us and harass us. After all of that the stewardess said that she was not to return to coach, but that there wouldn't have been such a problem if my husband hadn't called her a [expletive]. I have a serious discrepancy with the way the stewardess handled the problem. I had lit the light requesting assistance a good five minutes before my husband said anything, because she was highly aggressive and we did not want a confrontation; no one showed up.

The couple that was in the coach section obviously had a problem with the passengers that refused their request, and should not have been left to defend ourselves from their snide remarks or offensive behavior. And most of all, I feel that my husband was put in an unacceptable circumstance of having to be protected from a foul, aggressive, trashy female, that held her child between herself and us as a badge that she was above reproach.

We are currently in flight, but I will be sending this letter to customer relations department as soon as possible. The situation will require that I request security at the gate, to protect ourselves from slanderous statements or harassment from this other party. I feel strongly that if the stewardess had properly handled the issue with the seating, instead of acting as if those of us were selfishly unreasonable and looking for and "understanding" passenger, that things would not have escalated to such a degree. While tending to the family's needs, she could have politely told the family that all of the passengers had to purchase their tickets, and have the right to there scheduled seating.

We have enjoyed flying United Airlines direct flight to Kauai several times, but if it is company policy to only give significance to those passengers who have children, a foul mouthed out of line woman who is called a [expletive] after showing herself as one (would any of you ever think it acceptable to have another woman disrespect you and harass her husband). I would like to know what our passenger rights are to protect ourselves from such individuals and know what the proper procedure for airline staff is to prevent anyone else from being cornered in their seat, as my husband was. It is a sad day when a wife has to come to the aid of her husband, because he would never put his hands on a woman (and she counted on that or him going to jail), because the staff had not responded in a timely or proper manor.

I would greatly appreciate a response to my concerns and questions addressed in this e-mail at your earliest convenience, so we may know what to expect. After requesting security meet us at the gate an hour before landing I was told that Mrs. H. did not know the passengers in row 14, that she had caused enough problems in first class that she was going to be denied access to her connecting flight, and that the stewardess that put the blame on my husband was 2 weeks on the job and mishandled the situation.

At approximately 7:15 am on April 20th, my traveling companion and I arrived in Washington DC after a night flight from Phoenix Arizona, expecting to get on a plane to Syracuse NY at 8:20 am. We arrived at the gate well in advance with a boarding pass AND a previously assigned seat. Before that plane started boarding, an announcement was made that the plane was overbooked and those people with seat assignments would be let on first. The man taking the boarding passes told everyone without assigned seats to step aside. When we handed him the passes he looked up our names on a print out and said, This is one of the lowest price fares. I am not going to let you use this ticket.? He rudely told us to step aside and proceeded to take the tickets from other customers who were behind us in line. In spite of my continued protests that I had an assigned seat, the United agent continued to ignore me. At this point, I became aware of the fact that we were part of a group of 14 people headed to Syracuse that were involuntarily bumped and were stranded in Washington. The overbooking was even more outrageous in light of the fact that the plane only held 50 people and this occurred at one of the busiest times of the year spring break.

After wasting over a half hour standing to the side of the boarding area, we were told to go to customer service. At this point there were about 50 people waiting in a line that did not appear to be moving at all with one customer service? representative at the desk. As the crowd of people became more and more agitated another customer service rep from United arrived on the scene, directing people to a bank of phones and promising to get a supervisor on the scene. As far as I could see, the supervisor never arrived. I walked over to the phone and followed the directions on the screen. My call was sent to someone in India who proceeded to tell me that I could call the toll free reservation number but that I would have to go to a phone booth? to do so. This proved to be another act of futility that simply wasted more time.

After another hour and a half of waiting in line, I finally got to see a customer service representative. I was never given a written statement describing my rights and the airlines policy on involuntary bumping, as required by federal DOT regulations. I was informed that the next flight to anywhere in New York state with open seats was on Wednesday. I explained that I work as a teacher in a school with an item in our contract that specifies that no personal time can be used before or after a vacation and that I would lose my pay for those days. It was clear that the United airline personnel couldnt care less even if such a delay led to my death. Throughout this process I was in communication with the other bumped passengers going to Syracuse. They were all told the same thing and when a request was made for bus transportation to Syracuse for the group it was repeatedly denied. We also told the agents that we would be willing to share a rental car or van and requested a voucher to do so. This request was also denied although one of the agents said that we could send in the receipt for compensation. In short, the response by United Airlines to our plight can best be described by the attitude It is not our problem. Dont expect us to do anything about it.? When I requested a full refund for the ticket I was informed that they would only refund the part of the trip from Washington to Syracuse (a? small amount? to quote the agent)

At this point I decide to save the ticket for a future attempt to receive just compensation, hopefully from someone who was more reasonable and customer friendly than the crew working at Washington/ Dulles. The airline did give us what will most likely prove to be useless vouchers for a future roundtrip flight. All of the Syracuse passengers, having been given the same lack of service and most being desperate to get back home, decided to rent cars to drive out of Washington. My friend and I shared a car with 3 other people. We rented a Hertz full sized vehicle, one way for a cost of $320 with taxes and a tank of gas. Our share of the car was $128 plus and additional $10 each in gas. We also had to stop for lunch and dinner where we incurred another additional expense of approximately $60 for the two of us. The trip home was emotionally and physically draining.

During the first two hundred miles of the trip we drove thorough blinding rain storms in extremely heavy traffic. We also got stuck in two one hour long traffic jams on Route 81.All of this was undertaken by drivers who had little to no sleep on the plane the previous evening. In light of the evidence that driving while tired is as bad as driving while intoxicated, this was a potentially dangerous situation. I did not arrive home to Boonville, NY until well after midnight. I went into work the next day after having had only 4 hours sleep in a 48 hour period. On April 20th after about an hour of wild goose chases? on the phone, (being kept on hold and repeatedly transferred among a multitude of recordings and people) I finally spoke to Linda Addante in headquarters about yesterday's nightmare. She confirmed that there were indeed no flights out until Wednesday and that it is the policy of United NOT to provide any ground transportation regardless of the circumstances. These agents at the Washington/ Dulles were merely following company policy

I asked for a refund for the full price of the ticket, compensation for the portion of the rental car and the expenses of meals on the way back. She called me at home later and stated that United would give me $87 for the last leg of the trip, and payment for my portion of the rental car - $74. If I chose to return the voucher, I would get another $87. This in no way compensated me for the situation described above. Upon further reflection of this situation I asked myself several questions: 1. What if I were very elderly, disabled or incapable of driving over 400 miles in horrendous traffic to get home? Would I still be sitting in Washington DC? 2. Why are the airlines allowed to engage in the deliberately fraudulent practice of selling more tickets than there are seats, leaving passengers stranded for days? If any other business regularly engaged in such practices they would be sued and/or fined. 3. Why is the federal government continuing with the laissez-faire policy towards airlines in spite of the overwhelming evidence that such an approach is detrimental to the well-being of the American people?

On my way to Guatemala City in February, united airlines misplaced my luggae. I spent 2 weeks in an orphanage with only the clothes I was wearing. I received my bag as we were leaving Guatemala, and I checked the bag again.

When we arrived home in Vancouver, my bag had been competely destroyed by a conveyor belt, along with everything it, as well as many items missing from the bag.

I filed my claim at the airport, and since then I have left messages and emails with various representatives of the airline almost every day. I have faxed receipts for the damaged and missing items to representatives. I have only been contacted once, in a conversation that concluded with instructions for me to reach the representative, Matthew C, at a later point. T

he many attempts I have made to do so since then have failed, as Mr. C seems to be on extended holiday. Furthermore, one of the other reps I spoke to regarding my complaint more recently, checked the computer and informed me that I was not, in fact, on file. I am prepared to sue.

Damage: The value of the bag itself, as well as the items that were removed or damaged beyond repair amounts to roughly $500. Not anticipating this loss and having to repurchase all the various items, I had trouble paying my university fees, and my cell phone bills. Two text books were removed from the bag which were required in order to study for a midterm exam the day after my return. I suffered further academic loss in that I had to work more hours to compensate for my losses; I missed class in order to work more often, and lost valuable opportunities to study for exams and write term papers. Most importantly, the orphans I had visited in Guatemala had written me letter which I was planning n reading when I got home; I will never have that chance, as the letters were removed from my bag.

In an attempt to get UAL to refund $425 I had to spend in excess of 8 hours on the phone to call centers in India and The Philapines, and I had to go out to the airport to speak in person to UAL personell.

The thing is there were 2 empty 1st class seats on an earlier UA flight to my destination. But UA says . No way, those seats are $200 more Remind me again who got the fuel hose stuck? Was it shoddy equipment or untrained, inexperienced personnel? And of those 2 scenarios who is to blame? Suck it up UA. I expect to see 2, possibly 3 distinguished gentlemen from Texas and Alabama during an unrelated, upcoming charity fundraiser event. I intend to make it abundantly clear to them NO MORE BAILOUTS FOR UA! This time you all lose your jobs and hopefully most of your pensions. Good riddance. God bless capitalism.

When I checked in last evening (Thursday, March 27, 2008) at the gate for my approx 1 1/2 hour delayed United Airlines connecting flight, I was informed that my upgrade request to United First had cleared and I received my new boarding pass for Seat 2D. After boarding the flight and taking my assigned seat in United First, just prior to departure I was approached by the gate agent and informed in front of a fully occupied First Class Cabin that a MORE IMPORTANT United customer unexpectedly had arrived for the flight, required my seat, and I would have to relinquish it to him. At great embarrassment, I vacated Seat 2D and went to the rear of the plane in search of my reassigned seat in United Coach (10C), which was further back than the seat I had been assigned prior to my subsequently revoked upgrade.

Then, to make matters even worse if that's possible, when I arrived at Seat 10C I found it occupied by a gentleman who had taken the seat due to the fact that his assigned seat had been taken by another man. After a barrage of unpleasantries by the man that took the seat of the gentleman in my assigned seat (and without any intervention assistance from a UA cabin crew member, all of whom seemed to be seeking to ignore the entire situation), the rude and surly man moved to his assigned Seat 10B. Consequently, I was forced to sit next to him for the duration of the flight from Seattle to San Francisco. NEVER IN MY LIFE HAVE I FELT SO HUMILIATED, PUT UPON, AND ILL AT EASE FOR AN EXTENDED PERIOD OF TIME. To be crystal clear, I wish I never have to fly again which is an impossibility in my job. I do truly wish, however, that it would be possible to transfer my elite frequent flyer status and miles with UA to another U.S. airline that flies both domestically and internationally. I NOW DETEST UNITED AIRLINES! A thoroughly disgusted UA Multi-Year 1K and 1 1/3 + Million Mile Flyer.

Re: Flight 889 on March 4, 2008 from San Francisco, CA to Beijing, China

. Flight delay - 1-hr. 35-min. in San Francisco on the tarmac resulting in an already long flight into an exhausting trip.
Also some of the flight attendants were rude and not too accommodating.

Lastly, the same movies where shown going and coming from China. The audo worked approximately 50% of the time, and when it did it was of poor quality.

On January 7, 2008 my wife and I were supposed to fly from Washington DC to London, England. I was flying for a business meeting on January 9, and my wife was accompanying me. Because of severe weather in Chicago, our flight was repeated delayed in leaving Washington. Worrying that we would miss our connection, we repeatedly asked the United agent to get us an alternative flight, but she insisted that we'd get to Chicago in time for the connection to London. But after a 3 hour delay, by the time we arrived in Chicago our connection had already left.

Because so many Washington passengers missed the connection to London, it took more than 2 hours in line before we were able to talk to a Customer Service agent in Chicago, who told us she couldn't confirm us on a flight to London until 2 days later. This would make me miss half of my meeting in London. The agent listed us on standby for the next afternoon, and we went to an airport hotel - by then it was after midnight. The agent didn't help us find a hotel, and because the problem was caused by weather, didn't give us a voucher to pay for the hotel or food.

We returned to the airport more than 2 hours before the flight to try for stand-by but there weren't any available seats. The next available flight would get me in too late for my meeting, so we just told United to put us on a plane back to DC. Somehow, this whole experience doesn't seem to fit with United's 12 point Customer Commitment pledge, especially point #3 (notify customers of long delays and work proactively to help them reach their intended destinations), and point #8 (meet customer's needs during long delays). Now I'm trying to get a refund for my wife's ticket (mine was paid for by the company I was supposed to meet with - a charity that raises money for cancer research, which is now out the cost of my ticket). After an email contact from United Customer Relations assuring me someone would call me, I've waited more than 3 weeks without a call. I've tried to call them but just get shuffled through one recorded message after another - even after clicking on one that was supposed to put me through to a live agent. I won't fly United again, and am telling everyone I work with to avoid them.

My family and I were returning from our vacation in Mexico. When we got to the airport 3 hours early we were told our flight from Cancun to Chi. O'Hare was going to be 30 min. delayed. When we got to Chi. and got through customs, which took around 2 hrs, we had missed our connecting flight to Grand Rapids, MI. We were then told to get in another line and to give them our luggage and that we were booked on the 9:30 flight. We went to the ticket counter to get new boarding passes and the ticket agent said we were not booked on that flight and that flight was overbooked anyway so we couldn't get on. There were no other flights with any other airlines, so we were told that we could book a flight for Mon. afternoon (we came in on Sat.) but there was no way we could stay in Chicago for that long.

We decided to rent a car to drive back to MI. After about a hour or so we were able to find a car to fit 6 people and luggage. So after 3 hrs. of driving we were back home at 3:00 am when we should have been back by 8:30 pm. I called the airline to get a refund for the ticket we did not use and they will only refund $41.60 per 6 tickets. I think that is a ripoff. A one way ticket from Chi. to GRR is $445.00. We had to pay $304.00 for a rental car for not even 1 day. The ticket agent said that United would not pay for a rental car. When it is the airlines fault for delays and people missing connecting flights they should be responsible for getting another flight scheduled to take care of the people they know are going to miss their flight. Or compensate them for having to find there own means of travel to get home. I don't think I will travel with UA again.

Everyone in my family was so stressed out about the whole thing and the extra money and time we had to spend.

Flight UA324: March 8th, 2008: 9:25AM LAX to IAD. I was traveling with my 11month old baby on United from LAX to Washington and from Washington to Frankfurt. We were extremely frustrated with the service we received. [1]. Bassinet: I had made my reservation at least 2 months prior to my travel and we had called United at least thrice to re-confirm that we are getting a seat with bassinet. When we boarded the flight, we were shocked to see that we were assigned a seating without a bassinet. The hostess was nasty and said we should have confirmed earlier that we wanted a bassinet. This is ridiculous. On top of this, she said we should leave the baby on a plastic bag on the floor under our legs if the baby does not sleep on the lap. This is the height of madness and insanity.

[2]. Lunch and DInner: We confirmed thrice with united that we wanted vegetarian meals. Same story here. Once on the plane, they said they have no food for us and we should have requested it during flight reservation. These hostesses should be fired and never to work as an hostess again.

When passengers are treated as freight and baggage, clearly, they are thinking they are not in the business of providing services to passengers, but merely transporting them as goods. The reservations are not being handled properly. When I make a special request like a meal or bassinet and when I am paying taxes and other charges for the child, we need the service. If you are a potential traveler, don't go by United. There are other carriers including low cost carriers who provide far better service.

My son fell sick. He could not sleep. He is running a high temperature. He seems to have gotten a stomach infection and the hostesses were trying to ignore us as much as possible. We are right now in Chennai, India. Lufthansa airlines from Frankfurt to Chennai provided much better service. I would advise Lufthansa to discontinue tie-ups with United as this would only negatively impact them.

My family and I are longtime customers of United Airlines but are very disappointed at the terrible service rendered to us during our recent flights from Dulles to Sacramento back in December, 2006, when I was deceived at the check-in counter when I checked in my luggage. I went to the gate 2 hours early (as instructed), and then when I arrived at the GATE to board the flight, I was involuntarily refused entry to the plane without any reasonable reason. I was directed to go to CUSTOMER SERVICE at DULLES, and was forced to wait in line for about 6-8 hours at Dulles to speak with a customer service representative. In the process I injured my knees, and witnessed outrageous conduct by UNITED Airlines to other passengers such as elderly (80-year-old) women, pregnant women, children and thousands of other passengers also forced to wait in line, WITHOUT WATER or anything to eat for up to 10 hours. The phones were not working properly, and it was a ZOO at Dulles to say the least.

Moreover, there were numerous passengers from Europe who were forced to sleep in the floor at the airport for up to ONE WEEK because United refused to give them lodging. When I finally arrived at the hotel, they had NO FOOD to eat, nothing to drink (they wanted $4.00 for a bottle of water!), and no breakfast was provided at the hotel the following morning, nor WATER, again without paying $4.00 for a bottle of water. No water fountains. It was simply terrible how United Airlines handled this matter and the MAD HOUSE at Dulles Airport that week. Returning from Sacramento was even worse when UNITED charged me THREE TIMES to change my flight (twice at the airport for the exact same flight change). I am very disappointed to say the least. Then, the make everything WORSE, their customer support staff has written very evasive letters failing to address my injuries

Knee injury. Loss of time. Loss of revenue.

On Nov.18, '07 I was flying from Edmonton to Birmingham Al.with a connecting flight in Chicago. Three of my friends and I had been on a deer hunting trip to Canada. We had all taken trophy deer. We placed our deer antlers and capes in a large plastic tote and claimed it as checked baggage. The airlines lost (or someone stole) our container with our trophies inside. I have gone through all the hassle of filing a claim and waiting on the airlines to settle with me and my friends. These trophies were very valuable, and the trip was very expensive. The airlines decided to try and settle with a small monetary amount, and it was like a slap in the face. Their reason was that we did not have a proper receipt for the contents of the container. That's untrue; we sent them a receipt for the cost of the hunt plus licenses and tags. This was a once in a lifetime trip, and the airlines took it away from us.

We lost our trophies, and it set us back somewhere around $13,000.00--not to mention the mental anguish we've suffered. We are not rich people, and we had to save up for years to make this trip. I would like to make them pay for our trip plus something for mental anguish and all the hassle I have been through because of something they have done!

I had a ticket with United to go see my mother who was dying of kidney cancer. I was to leave on a Sunday. The Wednesday prior to the date of my ticket, she had a medical crisis and I needed to get there as soon as possible.

I tried to change my ticket using the website. I was told that I needed to call. The first 3 times I called, after going through the levels of voice mail, I was cut off. The 4th time I called, a person answered. This person spoke barely understandable English. I explained my situation. She told me that she could not help me with changing the departure date on my ticket. I would have to call a different number. I asked her to transfer me to the appropriate person. She said that she could not and hung up.

I tried calling the number she gave me 2 additional times. Each time, after going through the levels of voice mail, I was cut off. Finally in desperation, I bought a ticket on another airline.

However, I continued to try to cancel my original ticket in various ways, including email and calling the ticket office at the Eugene Oregon airport. THe agents in Eugene said that they had cancelled my ticket, and that I could use its value, minus a change fee, for my return trip.

After my mother died, I tried to use the value for my return trip. I was told that I had not cancelled my trip prior to departure, so my ticket had no value. As a gesture of goodwill they would issue a voucher for $300 for future travel. This is $170 less than what I paid for my ticket. Furthermore, it would not have been possible to use the voucher for my return trip.

I had to buy a ticket with another airline costing me about $700 for the round trip. In addition, I am out the $470 I paid for the original ticket with United.

My my wife and I traveled to Bloomington on 21st Dec. We had a connecting flight from Chicago to Bloomington. After everybody boarded the flight, they announced that the flight is being canceled due to bad weather in Bloomington. All of us on the plane went to customer service of united airlines and they asked us to take care on our own to reach the destination. We asked about luggage and they said they cannot give it and the luggage will arrived next day in the evening to bloomington and that we have to collect it from the airport. After all this nonsense they also said that they will refund the airfare from chicago(ORD) to Bloomington(BMI). I am calling the customer service and every time and they ask me to call a different number. Sometimes I don't even get the line, even after waiting for more than 30 minutes. They still owe me 2 ticket fares. I think my phone charges are becoming more than the airfares.

My direct flight from Denver to Birmingham AL was delayed 8 hours because UA did not have a plane available. The plane was grounded in Aspen CO because of bad weather (snow) which was forecast the day prior, therefore unable to fly to Denver for the flight to Birmingham. I feel it is unreasonable to have a direct flight between two large cities rely on a plane coming out of a small mountain town where the weather is often unsuitable for flying.

UA waited all day before they canceled the flight out of Aspen. UA finally provided a plane and crew to fly to Birmingham 8 hours after the scheduled departure. I spent an entire wasted day in DIA airport. Do I have any legal recourse? Can I sue them in my local small claims court?

On January 2nd, 2008 I arrived at Philadelphia airport to catch a flight to Omaha, NE with a connecting flight in Chicago, IL. The flight was United Airlines departing at 700am. The flight was delayed until 800am. After arriving at Chicago O'Hare airport, I made it to my connecting flight, United Airlines departing at 945am. My luggage did not make it to my connecting flight. When I arrived in Omaha, NE and realized my luggage did not make it, I immediately filed a claim with the baggage department. I was told my luggage is still in Chicago O'Hare. Around 1100pm that night, my luggage was delivered to my hotel by United Airlines. Upon delivery I noticed the side pocket in my luggage was unzipped and open and I was missing the items that were packed in that pocket.

Those items are an XBOX 360 power adapter cord and A/V cables (original microsoft manufactured which were included with a new XBOX 360, not replacements). Also a coax/AV adapter with power cord and 6 foot piece of terminated RG6 coaxial cable. After pricing these items if bought as replacements the total is approximately 150 to 200 dollars. I immediately called the United Airlines baggage customer service and reported this at which time I was told they will investigate and they may not be liable for this even though the bag was in their possession. Although these are not extremely high priced items, it is a sickening and violating feeling when your personal belongings are lost or stolen when they are in the possession of a major corporation who possesses the money and capabilities to ensure things like this don't happen and they tell you they may not be liable for it especially after seeing what they do when the luggage gets accidentally put on the conveyor belt instead of your connecting flight and when nobody is there to collect it, the baggage workers take it off the conveyor and set it on the floor and leave it unattended for a while.

On a flight to Seattle I lost a small bag with my glasses in it. I promptly called lost luggage and left a voice mail reporting the loss (the recording basically wishes you luck at ever being reunited with anything lost). Surprisingly, I received a voicemail a couple of days later that they had found my bag and they left a phone number for me to call to make arrangements to pick them up or have them shipped to me. As I was home on the opposite coast by now, picking them up was not an option. So I called the number and it was a wrong number, it was a law office somewhere. I then went online and got the number for Seattle and was greeted with a message stating that the mailbox was full and that I could not leave a message. I called the main number on the website again and spoke to someone in a call center in India, who asked me the same questions over and over, and over and after telling her that I was on the opposite coast she continued to suggest that I go to the counter at Seattle to reclaim my glasses! She was never able to direct me to anyone who could help, my requests for a supervisor were ignored and in the end I have no way of contacting Seattle to have my bag sent to me. So $300 of glasses, just lost even though they're sitting on a desk somewhere at the SEATAC airport! Unbelievable!

I am unable to claim a small bag with $300 of eyeglasses that are sitting on a United Lost Luggage desk in Seattle.

I purchased my husbands airline tickets from Frankfurt to Brownsville, TX at Sato, Mannheim, Germany. His flight from Frankfurt to Houston was good, no problems. Unfortunately on his way back, the Airline Counter was unable to find my husbands reservation, including a window seat reservation. They put him next to a very heavy passenger, who occupied most of my husbands site as well. What good is a United Mileage Plus card?

We purchased tickets from Cheap Tickets and our return flight was on Nov. 30th from Chicago O'hare with 2 stops - one in Madison Wisconsin and the other in Denver to El Paso. The ticket counter could not find our reservation and took our debit card and swiped it. We had already paid for our tickets and $1,074.00 was taken out of our account. They refuse to give us a refund and our bank, my husband and myself have contacted the supervisor of customer relations for United Airlines and Cheap Tickets and faxed in our records of payment and keep getting the run around with no answers.

We are both on disability and have very little money in our bank account . We cannot pay our bills, including our mortgage because of this. The undue stress we are suffering from this has affected both my husband's and my medical conditions.

In April of 2007 I booked a 1st class trip for three from Reno, NV to Kona, HI. UA decided to change planes that did not have 1st class on two of the travel legs but did not reimburse my $5,200 airfare. Instead they wanted to offer me 1st class travel upgrades for my next trip. That is not acceptable. I told them I would be flying UA next time and I wanted to be refunded, they said no. How can they get away with that? Also, for part of the trip we were delayed for nearly six hours on the runway due to mechanical problems they were having and couldn't get parts. They again made it our problem. Is there an FAA guideline which requires carriers to reimburse fares or pay penalites for these actions? After the delay of the Kona to San Francisco leg, I arrived at 1:30 am which was too late to catch another flight to Reno, NV. We didn't want to spend the night to catch a 7 am flight to Reno, instead we asked that they pay for my rental expenses and I would drive the four hours to Reno, but they refused. I ended up paying the fee myself. I've asked UA to reimburse the cost of the $5,200 fare

I called united reservations to change a flight and was told there would be the customary charge of $100 to change the flight. I agreed to the charge and the flight was changed.

Upon receiving my credit card statement I found I was charged an additional $1290 plus the $100 change fee. I never was told or agreed to the additional $1290 charge to my account but since I used the flight was told that I had to pay the charge even though I never was informed of the additional charge.

Missing luggage & no one to investigate whereabouts of it. Now starting insurance claim as United story changes daily. They found it, Theyn didn't, they sent it to us. It didn't show up. We are out the luggage & contents. They believe this is acceptable service?

I purchased a fully refundable airline ticket for my wife so that she could accompany me on a business trip to Japan on August 1, 2007. My trip was canceled by my employer and I requested a refund for the ticket on July 31, 2007. I was told that on August 7th to call the refund number to check to see if my request was received. It was, and I was told that it would take 18 to 20 days to receive my refund. So after the 20 days I called them back to tell them that I hadn't received my refund and was told that it was rejected because I paid for $187.00 of it with a credit card, and that they would have to resubmit the refund claim. I should receive my refund in 18 to 20 days, and that the $187.00 would be credited back to the card in 10 days. So after 10 days my credit card wasn't credited. Once again I called and was told that there was something wrong with the address I gave them. I asked for the address they had and it was the correct one. They told me that they would resubmit the refund request and that it would take 18 to 20 days for me to receive my refund.

Now my employer is transferring me to Japan, and I am desperately in need of this refund. So I called the refund department again and told them that I need either a refund within the next couple of days or a new ticket for a trip to Japan for my wife. I explained that I needed to buy a ticket for a flight on November 12, 2007 and could not wait another 18 to 20 days. I was told to reserve a seat and I would get my refund on October 31, so I did that--and of course I did not receive my refund. It is now November 12th, and I still don't have my refund. I have noticed that when ever I call United's Refund or customer relations department that everyone seems to have the same last name: Smith!

Now my employer has had to put me up in a hotel, and I am waiting still for my refund that I should have had back in August. I called United again today and spent an hour on the phone just to have them tell me that it is going to take another 20 to 45 days.

I purchased tickets through Cheaptickets.com. The tickets were issued through United Airlines. Unfortuneately, I had to cancel my trip. The tickets were non refundable, but I was told I could use the credit for 1 year. I tried to use the tickets a few months later and when I called United Airlines, I got the runaround from associates where could not speak English very well and had terrible phone connections.

After 3 calls to them and over 2 hrs of my time on the phone, they told me I had used the tickets! I told them I hadn't and they basically called me a liar. I had to sit on hold with Cheaptickets.com for another hour before I was told that I had to fax a copy of the letter I received confirming my cancellation as well as a letter explaining the whole situation, again! Now I have to try and find a place to file a complaint that isn't out of the country.

My luggage got lost during the flight with United Airlines on August 25 from Philadelphia to Buenos Aires. 2 days after arrival, the luggage arrived but goods were missing and a bottle of whisky had been refilled with urine. Although United promissed a refund for purchases due to the missing luggage, the issue got too complicated in Argentina for United so I was advised to file all claims back in Germany. On August 31 I have faxed both claims to United HQ in the United States.

After a few days I received a call from one of the United AIrlines agents in Germany that they needed the original receipts to complete the claim. With a letter that I wanted the receipts returned when my claims were not fully refunded, I mailed the originals. After that United Airlines managed to lose my claims also.... and nothing left but frustration. After over 100$ calling to the US to try to get information or a responsible person on the phone, I just gave up.

Upon arriving for my flight to Bloomington Illinois from O'Hara Chicago, I had no time to get from gate C to gate F 4. At the gate a hysterical Hispanic lady and I approached the ticket counter to find it unattended. We then approached a steel gate that was open leading down to the runway. We went down the stairs and then were guided onto the plane without asking for Id or tickets by the gentlemen that guide the planes in. Once I was seated the Hispanic lady was escorted off because they sold her seat. However I was already seated and ready for my flight.

I was then told to get off the plane because we had broken some security provision and was forced to leave the plane. Upon approaching the stairwell there was an gentlemen sitting on a folding chair. The gentlemen that escorted us off the plane begun chewing the man out stating, You could have caused all of us to lose our jobs, you are supposed to be down her at your post! After dragging us to the ticket counter three women proceeded to raise their voices at us and pointing at the sign that was on the unlocked gate going to the runway. Asking us if, we could read and what were we thinking?

The woman beside me had no money and was going to Bloomington for job training in the morning. She was crying and stating that she was going to loose her job. In the mean time they told the plane to leave even after they checked my ticket and my seat was still open. The gentleman that was supposed to be guarding the gate started yelling at us telling us that his job is now in jeopardy because of what WE did. I could not believe I was hearing this as he was the one not at his post.

My son had the great honor to be chosen for a honor choir. He needed to travel from Burlington Vermont to Eugene Oregon. He is 17 years old but had never flown alone before so I decided to pay the extra $100.00 to list him as an unaccompanied minor. The airline assured me that he would be taken care of and that I would be kept up to date on any changes or delays in his flights.

He started out with a two hour delay at our home airport. I was not notified. He then was sent to Washington D.C. with another delay. I called the airline and they told me that he was on a flight to San Fransisco and the flight from San Fransisco to Oregon was canceled and he would have to spend the night at the airport. I was frantic for over six hours as I could not get ahold of my son and the airline did not know where my son was.

Finally at 3:00 am I got a call from my son that he had arrived. No one at the airline helped him or even knew where he was. I asked for a refund of the $100.00 fee as I felt that they did not preform the service that I was charged for. To date I have heard nothing from the airline.

Cancelled flights (mechanical failure) coming and going. lost 2 vacation days. rude employees. Dispicable motel they put us up in. I bet they do not put their staff in a do drop in motel!!!Everything you read on the complaints web sight for UA is all so similar. I wish I had known this before I booked my tickets. Oh, yes, they also forgot to transfer our luggage to Continental Airlines on which we demanded to be transferred to on our return journey.

I never received the vouchers I was promised-oh, well, I never want to fly United Airlines again anyway!!!

4 people lost 2 days of vacation. Lots of frustations and mental anguish.

bumped were offered a free round-trip ticket anywhere in the USA.

My daughter,
who wanted only to see her Grandma (who is paralysed from a stroke and just had
a Grand Mal seizure and is on oxygen to keep her alive) was offered nothing.
I have been on the phone with United Airlines three times...once being disconnected.
The customer service rep Jason ( ID L) kept me on hold and finally referred me to
Philbert who offered me free miles or $150, neither of which satisfies the

situation.

My mother's time is far more precious than that, and depriving her
of her granddaughter for any amount of time is heinous. Treating my daughter
in a discriminating manner (she was offered NOTHING) is also poor customer service
and I believe illegal. A supervisor at United Airlines, Kerry, informed me
that I would not receive any compensation other than a $250 travel voucher
because the free round-trip tickets are only given at the airport, and I
was using the phone...my daughter _at_ the airport was not told about any

compensation, although she inquired after waiting in line for over an hour.

I feel United Airlines is falsely representing its services and should be
dealt with by the Federal government for breach of contract to its customers.
I have unwillingly accepted the $250 travel voucher (when or whether I receive
it is an unknown) because I will receive no other form of compensation from
them...the last company I want to travel with at this point is United Airlines,
but I will be forced to use their service in order to be compensated.


My daughter is still stuck in San Francisco at this moment, my mother is still ill and unable to see her granddaughter, and I have not yet received any compensation (7 to 10 business days is the estimated wait
for compensation I wish I didn't have to use.) This is a waste of my daughter's time, my mother's time (which is precious at this point in her

life) and my time. My daughter is missing work and will not be compensated for this lost time either.

Flew on three United flights in a 8 day period. Worse airline I have ever traveled on. Equipment seemed old and rundown. The overhead light didn't work, seats would not recline, you have to use same headsets that were used by the previous passengers. My wife and I were scheduled to fly in in same row side by side, but at last minute we were separated into different rows, while it was obvious the people seating next to us were traveling alone and just as easily could have been assigned either my seat or my wife's and thus my wife and I could have sat next to one anyother.

Also my flights was late by almost two hours flying out of Denver. Would never fly United again. Other airlines I have flown usually tell you what number baggage area you can pick up your luggage, no such help with united air.

My family and I were booked on United Flight 38, leaving Kahului Airport in Maui at 11:59 pm on January 21 2007. We arrived at the airport and were told that the flight had been cancelled on January 19th. United did not notify us of the cancellation, either by telephone or by email, both of which are clearly printed on the itinerary that we received. My husband and I were stranded at the airport with two small children. We had to find a hotel room for the night: no mean feat during the high season.

The Customer Service representatives we spoke to were very unhelpful. One told us that we were responsible for checking the status of our flight, even though United had our telephone and email contact information, both of which we check daily.

Further, I asked the United Customer Relations representatives to put us on the next flight with another airline so that I would not have to miss a meeting that I had scheduled. They refused, citing company policy?, and I missed the meeting. The representatives made no apology to us and did not try to make amends in any way.

We have made several written requests to United Airlines to be reimbursed for our expenses, but the only response we have received thus far is from a Customer Service representative who offered us a $100 voucher towards future air travel, which is not acceptable at all.

We had to pay $182 in expenses for hotel accomodation, airport taxi and breakfast.

I recently traveled to US by Air India and United Airlines on July 20, 2007. I want to share my terrible experience with these airlines which left no stone unturned to screw up with my baggage and with my career.

I traveled from Delhi to London by Air India and then to Chicago and finally Austin by United Airlines. When I reached my destination, I didnt receive my baggage at the Austin airport. I received only one of them and one is missing. I tried to contact United Airlines and their customer service (800-221-6093) kept giving me different stories each time. I have been calling them like hell 4-5 times a day and I havent received anything specific regarding the missing bag. All they say is that we are sorry sir and we are working on your file. I am kept in the dark from the first day.

Air India is even worse than United Airlines since they dont even have a 1-800 number in US and the number (773-686-1435) they have given is always on the voicemail and voicemail is full so it cant even accept new messages.

This is my first visit to US and I am here on a student visa. I lost all my important documents and transcripts kept on this missing suitcase. I also lost pretty much all my clothes, utensils, spices others from India. I am a student and I dont have money to buy these stuff again and nor do I have money to go back to India and get my transcripts re-issued. I cant even get admission for MS which was expected to start Aug 1.

It has been more than a week now and they are not giving me any compensation and they cant even trace where my bag was scanned last time. They have very pathetic and lousy system where they dont update their website (www.united.com/bagtack).

Please pass this information to as many friends as possible. They have playing games with dreams of so many students of coming to US and studying for higher education. Please beware of Air India and United Airlines.

My two year old and I accompanied my husband on a business trip to Illinois. My husband had a business meeting scheduled for 3:00 that day. We were booked to leave on a 6:00 a.m. flight out of Ontario airport. We checked into the airport at 5:00 a.m. and boarded the plane at approximatley 5:45 a.m. At approximately 6:20 a.m. an announcement was made stating that the first officer had overslept and was given a wake-up call and was on his way. The announcement also stated that we should not worry because we would still be able to make all our connecting flights.

At 6:45 a.m. our plane finally took off, (45 minutes behind schedule). Of course, we arrived at the Denver airport late and my husband proceeded to run down the airport with our sleeping two year old daughter in his arms, while I ran behind him with our carry-on luggage. We reached the boarding gate, out of breath and were told that the connecting flight had already left! We missed it by less than 5 minutes!

We went to customer service and complained that it was not our fault that the first officer overslept and therefore caused us to be late to our connecting flight. We were told that the planes don't wait for anyone (except for pilots that oversleep, evidently). We were then waitlisted for a flight that would leave at 3:30 that afternoon. Of course, that flight was overbooked by 6 so we did not get on that flight. We ended up getting boarding passes for a 8:00 flight which was later delayed by 2 hours.

To make matters worse, my daughter's antibiotics, which I had placed in a soft-sided cooler, went bad while we were stuck in the Denver airport for 12 hours. My husband and I understand that planes are delayed for various reasons but we feel that a pilot oversleeping is a poor excuse for such a delay. How hard would it have been to contact the other plane, make them aware of the situation, and ask them to wait an additional five minutes? After all we waited 45 minutes for the pilot. My husband's company has filed a complaint with the airline, yet it has been almost a week and no response.

My husband missed his business meeting and had to reschedule for a later date. His company incurred numerous business expenses because we had to stay in a hotel for a week until the business was finished. My daughter's antibiotics went bad and had to be thrown out.

United Airlines has the worst customer service I have ever experience - repetedly! On my last flight (dfw/den/geg), my connection flight was cancelled. In an attempt to catch a connecting flight, they sent us to the front counter, outside security, where we and 30+ other passengers stood in a special line and watched the ticket agents check in four other flights. We stood for 2 1/2 hours.

We finally spoke to a counter agent and he would not put us on another carrier because our luggage was on the original flight. He sent us down to the other airline to see if they would let us on. They said no, we had to have a ticket from UA. We went back there and were told we had to stand at the back of the line where we stood another 1/2 hour.

We finally got to speak to an agent again and he said our original flight was now leaving and we should run to it. We went through security again and ran through the airport to get to the gate which was closing the door. The gate agent saw us and shut the door as we called out.

We had to go back out through security. We crowded to the front of the UA ticket counter where everyone was angry at us. I was in hysterical tears by now. The agent told me they couldn't have called the gate and asked them to wait for us. The guy finally issued us a Continental Airlines ticket. We went back down to their carrier where and had to stand in line until they issued us a boarding pass. We had to run through the terminal to catch our flight.

In all we suffered almost 4 hours of trauma because of their incompetence and inconsideration. Guess what? My luggage didn't arrive in Spokane. I'm on the phone with them now to get it. I have been waiting on hold while I write this for 17 minutes so far.

I have more than 150,000 miles points with UA. I have tried many times redeeming miles for tickets but no chance even for months and months ahead. I had very poor experience and worried that I will loose what I worked so hard to earn -- more than 150,000-point miles that I should be able to get three tickets to Europe but I have not given any hope that I can get them.

We were flying from Bangkok to Dallas, and got delayed by 24 hours in Japan. United put us up in a hotel and paid for food. Then they promised a$100.00 Discount Certificates on future travel. And we actually received the certificates. I made future travel reservations via Travelocity (since the certificates said nothing about where the reservation had to be made--other then the ominous Other restrictions may apply).

Now United REFUSES to honor the discount certificates. And on top of that, the supervisor I spoke with suggested that I make reservations directly with United via MAIL! Not email, not internet--SNAIL MAIL! Then I would get the discount!

At the gate the attendent announced that our flight was running two hours late coming out of San Fransisco and casually also mentions that we were going to have a 45 min stopover in Los Angeles. This is the first we had heard of a Los Angeles stopover and when questioned the gate attendent told us that the flight routinely stops in LA and if it was not spelled out in our itinerary it was in the fine print somewhere and United was not responsible for our confusion.

30 min. before landing the flight attendents announced that Honolulu to Denver flight 86 (which we were on at that time) had already left LA enroute to Denver and that we could continue on flt 2004 at gate 68 a short ten minute walk from our disembarking gate. Arriving at gate 68 we were informed that flt 2004 was full, had been full and was actually overbooked.

At the customer service counter another sullen United employee (apparently the customer service counter is some sort of United Airlines Siberia where the inept and especially sullen are kept.

We are put on standby for the balance of the day, 7 more hours in LAX.

I used that time to observe United Airlines Standard Operating Procedure.

It seems that AM flights from Hub to Hub (Denver to O'Hare for example) are fair game for cancellation. The plum for United Airlines is flying fully loaded airplanes in the afternoon. They seem to look at a flight schedule as a guideline to be followed if it suits United Airlines. Their employees strive to drag each and every minute out, help as few as possible and whenever possible send customers with a problem to someone else for them to deal with, in another line of course.

In short, according to United's Flight schedule we should have been in Denver at 11:00AM after a direct flight from Honolulu. We actually arrived in Denver at 7:00PM after spending 7 hours @ LAX. The United Airlines basically dumped a load of Denver bound passengers in LA and left us to our own devices. No agent met the plane at the gate. No employees really seemed to care at all.

I have flown all over the world and it is shameful that my worst experience flying has been with a major US carrier.

In March of 2007 my husband and I had to fly from Baltimore,Md to Hawaii on a trip pertaining to his business.Since it was such a long flight we decided that we should purchase first class tickets in order to be more comfortable. Our departure was from Baltimore to Chicago(a short flight) then Chicago to Honolulu (a 10 hour flight).

Well the first flight was ok since it was so short,the fact that our seats didn't recline too far or that we didn't have leg rests was not a big deal.

Upon arrival in Chicago, since we had a 2 hour layover we went to the First Class lounge, only to be turnued away and told that it was for International travel only. Most international flights are actually shorter than going to Hawaii. When we finally got on board,we were shocked to see the following:

1. a horribly dirty cabin,with food everywhere and coffe splatters on the armrests and window.

2. seats that were barely wider than coach.

3. no legrests.

4. a hole in the wall next to me(seat 1A)big enough for me to put my arm through with visible insulation.

We felt ripped off, swindled in every way.If we had paid $300 for our tickets then I would have no complaints. However we paid in excess of $3,000! On the way home, we flew from Kona to LA, same dirty cabin with terrible seats and the red eye from LA to Baltimore not only did the seat barely recline but the bulkhead was so close that my husband(he is 6'1) couldn't even cross his legs!

This was all in first class!br>

On three separate days I have called the airlines to get my itinerary. After countless time spent on hold, I have been told that I would receive a copy on e mail within 15 minutes. My flight is Tuesday and I have nothing yet from them.

This is frustrating. I can not understand the ineffiency to clients.

I arrived at West Palm Beach airport for a 7:30 am flight to Dulles Airport in Washington, DC. We sat on the runway for an hour because the airport was trying to remove snow from all of the gates. When we got off the plane was told that the airport was shutting down for 1 hour due to weather, and that flights would resume at 3:00 p.m. Then we were told that flights would resume at 3:30 p.m. At 3:45 p.m., my flight to Cleveland was cancelled, along with almost every other flight scheduled for that afternoon. It was announced that the cancellations were due to weather, so there would be no hotel accommodations made. We were instructed to get in the customer service line and/or call United to re-book the flights. It was announced that United reserved a minimum of four hours to return our luggage to us if we chose not to re-book. We were, that we probably wouldn't get a flight out until Tuesday. I entered into the customer service line with hundreds of other people. At 6:00 p.m., after standing in line for 2 hours, it was almost my turn at the service counter.

I explained that we were the people he had dropped off at this line an hour ago, and I asked if he had any additional staff that could take care of us, seeing as the three customers in front of us had been with the reps for over 45 minutes. He was and unapologetic. He said I was welcome to step back into the line he had taken me out of, but other than that he couldn't solve my problem, could he? I stayed in line only to find out they could book me on a flight for the next day, but that the flight was oversold. Instead of taking my chances, I decided to have my luggage released to me and to drive the 7 hours to Cleveland.

My mother-in-law was traveling from Las Vegas to Los Angeles on flight #1485 on Wednesday morning 1/10/07. She had 3 bags that needed to be checked and was willing to pay the overage fee for the 3rd bag. When we told the agent who was checking her in that we had an extra bag to check (her nametag said Miss P.T.) she immediately quoted us $127. We assumed that was after taxes so my mother-in-law paid cash. Then when we placed the extra bag on the scale it weighed in at 59.5 pounds. We were unable to move the contents to lighten the load and said we would pay for it. She then proceeded to tell us it was another $127! We were shocked.

Then she began to write numbers down on a sheet of paper and said it was actually an additional $254!!! We were even more shocked. My mother-in-law did not have enough cash so I paid with my credit card. Miss P.T. said that it was a total of $381 because of the extra bag charge PLUS the overweight fee - she also claimed the bag weighed 63 pounds which is NOT what the scale said. The agent also stated that it would actually have been $381 for the extra bag alone PLUS another $127 for the overweight but she was combining the fees to save us money.

Well, my mother-in-law is 72 years of age and was becoming upset so I paid the fees and we left so she could make her way to her flight (we also had to order a wheelchair for her to get to her gate.) I am just furious and frustrated because I look on United's website and it clearly states that for domestic flights only (WHICH THIS WAS) any excess baggage will be charged $85 for the 1st & 2nd piece on additional checked baggage and $50 charge for any weight over 50 pounds. It also states if the baggage is BOTH an excess piece PLUS overweight the charges will be combined. $85 plus $50 does NOT equal even close to $381.

I disputed these outrageous charges and I expected to receive a response and FULLY DETAILED EXPLANATION for these charges however all I got was this form letter which only apologizes and said they would send me a discounted travel voucher. I paid enough money to be able to fly WITH my mother-in-law to LA and have the bag go through for free. I am still asking for a credit to my credit card and not some stupid voucher. What robbery!

Lost 1 of 2 pieces of checked in luggage. First piece came in late on a subsequent flight and was damaged. Although a brand new piece of luggage (first time used), United assumes no responsibility for the damaged luggage. Second piece of luggage never left our departing city. It was tracked down and put on a flight to our destination. We were told it arrived at 6:30p and would be delivered. It was not. It is now nearly 24hrs since we arrived, and though we are given some sense of confirmation that our bag is at the airport, it is not being delivered. We are 1.5 hrs drive from the airport and are having to get the bag ourselves. We received confirmation of the bag's presence from an Airline Ambassador because no one from United would speak to us about this at the airport.

On my trip from London tot San Francisco on December 22nd 2006 I had to pick up my luggage at the baggage claim at Chicago O'Hare Airport. Because of the bad weather in London I had missed my flight and had to check in for a later flight. All my luggage was checked in also for my final destination SFO. After 5 hours waiting we finally left and late at night I arrived with only two of my three bags. A report was made and the agent assured me that it would arrive soon and be delivered at the address in Livermore California.

Two days later, back to SFO airport. Still no bag. Added information to the report to give UA clues to trace down my back. Two whole weeks of calling and talking to agents, customers service ...... To come short, one hour before I left SFO for my return to Amsterdam, Baggage Services SFO was unable to locate the bag. What surprise when I arrive in Amsterdam on January 6th 2007 that Amsterdam Baggage Services could read in my report that the bag was found at December 29th 2006. Almost 10 days later, hours calling to different agents in Amsterdam and Costumers Service and Baggage Services UA the bag is still not at it's final destination (Livermore). Nobody is able to speed up the process to send the bag, which had been identified on Wednesday January 19th to be mine. The bag is in Chicago and the only thing they have to do is to respond to all the messages send by different departments and services of United Airlines.

My stay in Livermore was ruined, because of my stressing out about the lost bag. The bag contains parts, en curtains off 4 rooms if our new home in Livermore. I was unable to finish my hard labour and celebrate Christmas and New Year with a decorated house. Essential parts of the curtains of those for rooms are missing. That is very frustrating and I am afraid that the bag will never get to California. That will mean that all the curtains have to be redone. Two and a half month of work and creativity is wasted by the lack of services from Baggage Services in Chicago. How hard is it to get that bag on a plane and send it over. It could have been on it's final destination on December 29th.

No wrong, the bag is in Chicago and Amsterdam and Customers Services are not able to make Chicago do their job by giving me the service I deserve as a loyaal frequent flyer off United Airlines. Unbelievable to know where the bag is and not able to get a hold of the people who work at that department. I really have my doubts about internal communication of United Airlines. I have spend to much time and non toll free phonecall to get some information. Up to know the bag is in Chicago ..... Will be continued.

I am a Human Resource Manager for a Corporate Training Company in Japan. Before moving to Japan, I was in Hotel Management and worked for both Hilton Hotels and Radisson. At Radisson I was part of a management team that won the President's Gold Award for Excellence 3 years in a row. I taught the Yes I Can guest service system. Having worked in the service and travel industry, I am sympathetic to the stress and difficulties that are part and parcel of the industry. I'm also a very easygoing person. I'm 45 years old and this is the second complaint I've ever made.

Though it may not look like it, I actually tried to be concise and left out details of some of the incompetence, dishonesty and discourteousy I encountered during my recent trip. A quick browse of the internet regarding complaints against United Airlines reveals it is awash in complaints, far more than is reasonable. Anecdotal evidence from friends and relatives substantiate what I found. I can't believe that an airline, a first world airline, could be this badly run, or have a company culture with this bad of an attitude and continue to operate.

To Summarize my complaint: My flight was cancelled due to mechanical difficulties. Though the cancellation was made 24 hours in advance, no arrangements were made to put me or my traveling companion onto another flight. We were lied to repeatedly regarding our prospects of getting a seat on another flight. Several flights later, arriving at San Francisco, we were told that a customer relations agent would meet the plane and give us information on where to make our connection. No one met the plane. After checking for ourselves where to catch our connecting flight and running through the terminal, we arrived at the international counter only to be berated by United staff for being late and had our passports rudely tossed across the counter back at us.

Were forced to stay overnight in a nearby motel with no luggage. Arrived the next day to find we were on standby again and told we could not get out of the city that day as the flights to Tokyo were full. After finding out that the flight in fact had several empty seats in a more expensive section we had to fight with staff for an hour to be allowed on the flight. Were told that our luggage was on the flight but arrived in Tokyo to find it was not. Were told it would absolutely arrive within two days. When it did not arrive, we called to find it had not left the US yet.

Mechanical failures, I can understand, to a point. Even forgetting to make arrangements for passengers who have had their flights cancelled can be forgiven to an extent. What I find inexcusable is the inability of United Airlines staff or management to take any responsibility for the situation. What I find intolerable are the blatant lies or exaggerations we were told in order to get us to leave whatever counter we were at, passing our problems along to the next UA personnel. What I find ridiculous is having to explain our situation and circumstances to each new UA staff we encountered because no one had bothered to relay the information.

What I find unforgivable is the discourtesy I received several times throughout the 48+ hours we spent trying to get home.

Finally, what I find inconceivable is an attitude that assumes it is better to force passengers already severely inconvenienced due to UA incompetence to spend a second night in an airport motel, with no luggage, wearing the same clothes, disrupting their lives, rather than give them empty seats in a more expensive section.

We flew from London Heathrow to San Francisco, stopping first in Chicago to go through customs. We were travelling with 4 suitcases and personally handled all 4 in Chicago when they were turned over to United Airlines personnel. When we arrived at San Francisco at approximately 1AM, we were first told to go to carousel 5. No luggage was coming up. Then we were told to go to carousel 2. Some luggage for people on our flight was coming up, but we noticed that carousel 1 was also going around and our bags were appearing on that carousel. We walked over there, and found 3 of our cases. The fourth didn't appear.

We then went to the Customer Service desk in the baggage area where there were 3 ladies waiting to go home. One of them took our information and filled out a claim form for us. She said that the bag had scanned onto the carousel and that someone else must have picked it up by accident. We told her that we didn't think that was the case, because there wasn't a similar case left at that carousel. Then she said it might have been lost off of the belt underneath that floor. She called someone who said he didn't see a case there. Then she suggested that our case might have been picked up by someone else and theirs was sent to another destination.

We thought that was highly unlikely and coincidental. She said that it would probably arrive overnight and would be delivered to our hotel the next day, but it wasn't. We looked through the cages of lost luggage, but ours wasn't there. The following day we went back to the airport and again toured the cages full of lost luggage. Ours was not there. Signs on the carousels stated that videotapes were made, and we asked if we could look at them. We were told that we couldn't but that United employees would do so.

We left with an 800 number we were told to contact for updates. We noticed when leaving the baggage claim area that there was no security and the doors to the streets were a matter of yards from the carousels. There was nothing to stop a thief or thieves from entering the area and leaving with luggage. Baggage tickets were not checked to make sure that people were leaving with their own items. When I asked the lady at the baggage claim area why this wasn't the case, she said that people didn't want to stand in lines. I believe it's because airlines don't want to pay someone to do that job.

One of those 3 ladies could easily have done it and then helped out at the Baggage Claim area after the carousels were emptied. When we arrived at our next destination, we filed a police report with the San Francisco Airport Police. In a conversation with one of the clerks who wanted more information, she told us not to expect an investigation that the report was just for insurance purposes.

I was supposed to travel from St. Louis (STL) - Mumbai (BOM) on December 2nd, 2006 with an infant of 8 months via United (St. Louis - Chicago - London) and Jet (London - Mumbai) to attend an family emergency. My flight from St. Louis (UA 5668) was delayed and was told I will just reach on time at Chicago Airport on C8 gate and Chicago - London flight would be on gate C16 so I would make it on time and will not miss my flight as so many passengers were going to London on same flight.

But the flight dropped us on road at far end corner of gate F14 and from there I had run to gate C16 to catch my connecting flight which eventually I missed by 2 minutes. Due to all flights being overbooked the United representative could not give me confirmation till Mumbai (BOM) and mentioned I might have to stay at Chicago and even at London to see if there are any availability, but they cannot say for how long or for how many days. Since, I was traveling with an infant I was not comfortable traveling without getting any confirmation when I will be reaching to my destination. Hence, the representative asked me to cancel the tickets and get the refund and go back to St. Louis.

I agreed to that and they gave me 8:05 PM on December 2nd, 2006 confirmed ticket from Chicago to St. Louis. The flight was delayed by half an hour then one hours and they mentioned it will go at 10:30 PM due to malfunctioning of aircraft. Finally, the aircraft was ready to go but the Pilot left at 10:00 PM and they did not had any backup pilot.

They provided accommodation at Holiday Inn Hotel where I reached around 11:30 PM and all restaurants were closed. I was not provided with any vouchers for dinner/breakfast/beverage. I asked the United representative to release my luggage as I didn't have enough clothes and diapers for my baby. But they refused. I was given next day flight at 9:30 AM, which was at gate C1 then C3. Again, the flight was delayed due to maintenance of flight and finally at 11:00 AM they boarded us in flight and found there was some problem with the flight and need some more time to be fixed. At 11:30 AM they announced the flight has been cancelled and we need to go to the customer service and get some other flight.

After standing for an hour in line I finally got my turn to talk to the representative, believe me no help they were absolutely blunt and discourtesy. They gave me flight for 3:30 PM at gate F14, when I reached there, again the flight was delayed by 2 hours. After requesting and begging so much to put to different airlines or release my luggage so I could rent a car and drive back home, they didnt help me and instead they put me in standby to earlier flight UA643 and asked me to go back to gate B3.

Finally, I got to fly and late evening I came home. I received my luggage after 2 days. My 8 month daughter fall sick as I was unable to feed her, change her and she didn't get proper rest. I fall sick and my legs were hurting so much as I didn't get to eat, drink or sleep and instead had to run from gate to gate, terminal to terminal.

I was a passenger on Flight #7153 from Dulles Airport (VA) to Columbia SC on 8/18/06. Upon arriving in Columbia the following items were missing from by checked bag. Three shoes each from a pair of shoes (the result no complete pair of shoes), a turquoise necklace, an Amber/gold necklace, my cosmetic bag with cosmetics, and my medication. I immediately reported this to United and completed a Baggage Report, they referred me to TSA, however there was no paper inside my tote stating that it had been inspected by TSA. I then was sent a Missing Property Questionnaire to complete, and it was sent to United.

I have called them numerous times and was told to call one department after another. I was then told to fax my information to them. Last month, I reached someone who told me they were working on my claim. As of 12/29/06 I have not been reimbursed. Please note they have a series of taped messages, none which addresses stolen property from luggage.

I reached my destination and had to call my doctor for an emergency prescription. Then I purchased 2 pair of shoes for the wedding I was attending. I also purchased cosmetics. THe jewelry could not be replaced at that time.

On return flight to Newark from Ohare Airport in Chicago, Ill, Tuesday, December 26, 2006, my duffle bag with personal belongings and gifts from family members was not placed on the flight. I spoke with the baggage claims personnel member and submitted a report. The personnel member informed me that the bag would arrive at Newark later that day and by courier. After contacting the 18002216903 line, I could not speak with a live agent. Additionally, I checked the bag search engine online on December 26 and the status of my bag was unknown.

After checking on December 27, both by phone and by online search engine, the status of my bag was unknown. By Thursday, December 28, I was able to contact an agent through the 1800 line who then infomed me that the courier service made an attempt to contact me on December 27, 2006 and that my bag was returned to the airport for me to pick up. The update on my online information is that my baggage was scheduled to be delivered on December 26. I live in NY and the cost to go the airport and back in both money and time are too much for me.

Additionally, the information on the site is incorrect in that it states that my baggage was to be delivered on December 26, yet the attempt to send my baggage was made on December 27. I should not incur the cost of retrieving my baggage because of the mistake made by the airline.

1. Luggage was lost; luggage was found. Airline too busy to deliver it when found; airline too busy to transport luggage to home airport for return to passenger. Luggage STILL not returned (5 days later).

2. Elderly passenger was to be met at incoming gate by wheelchair escort. Wheelchair escort left him alone in baggage area.

12/22/06 direct flite from LA to Boston at 3:30 united 3016. Luggage there early and ticket bought months in advance. When arriving I found no seat reserved. Got a lousy seat and I had paid for a full fare ticket also. When arrived at 11:30 at nite the baggage wasn't there. I wasted an hour which meant I missed my bus so I had a $70 cab bill to get home. I was told luggage still in LA. They would call me and send the luggage.

AT 9pm no luggage. No call. When I called them I got a machine and couldn't get a live body. I waited on the phone and still nobody. The luggage had my medicine, clothes , presents and my work equipment. We are talking equipment and software that had a real value of over $200,000. I work for a nationally know band and the control system and software are in the luggage. What burns me is it is a direct flight and we were there early at the LAX for the baggage. I get no answers from UA.

I travelled on United Airlines from Sacramento, CA to Chicago O'Hare on 11/1/06. First my flight was delayed by more then 5 hours and then once I arrived in Chicago my luggage did not arrive. I travelled to Chicago on a business trip and all my business suits, pajamas, formal shoes, toiletry bag were in my suitcase. I filed a lugggage claim with the United agents in Chicago. They were not only very rude but also very uncoperative.

They told me that I would have my luggage by the morning, however, I never received my luggage and when I called the toll free number it went straight to a call center in India. They informed me that they could not really help me and then I had to wait another 24 hours before I could even call them back again. I had to go to my business meetings in my jeans and shirt that I wore on my flight the previous day. I had no toiletries, no change of clothes, no cologne. Nothing. United still has not settled my claim. They keep telling me they will do it soon.

I thought you'd like to know how United treats customers with typos on their tickets. We discovered it today. The reservationist gave my wife and I the same surname even though we spelled both names when reserving the ticket. The United reps in India told me one ticket (mine) was forfeit along with the 397 dollars we had paid. They would not change the name to someone who actually existed so the ticket would go unused and I would stay home this Christmas. FOUR different reps told me it was my fault for not catching the error within 24 hours of receiving the ticket info by email.

Eventually one of them decided to make a phone call and the problem was fixed virtually instantly. I think the corrected email arrived before I hung up the phone. It took two hours of arguing to get one of these trained stonewallers to make a phone call. .

I'm at the end of my rope with United. I flew with them to Australia last winter and I can't tell you the numerous problems: flight cancellations, delays, etc. - complete with no notification, no food or water for hours, etc. They have no customer service available by phone.

November 8, 2006 Flew from AUS to PHX on America West and then from PHX to SFO on United Air. At SFO, the bag never arrived. Filled out a form at baggage help desk immediately. Every time I phone the help desk, no one is able to give me any good information. They always say they will send a message and for me to call back. They claim the bag is either in PHX or SFO in the hands of America West... I filled out a claim form and mailed i to them. They have not verified that they have received it yet.

I live in Oregon and have children that must fly to visit their father in Alabama. We have flown all the major airlines many times. On March 30, 2004, my children were scheduled to return from Alabama to Oregon via Chicago-O'Hare. I paid for the ticket and, at my insistence due to the short layover, my ex-husband paid the fee for unaccompanied minors.

A United representative took my children from their first flight to the Portland MAINE gate and left them there unattended. (They were supposed to have a United Representative with them until they boarded their connecting flight). My son (age 16) noticed the difference in flight times and numbers on the board (the board only said "Portland" -- not Maine), and the United representative refused to even review his proffered ticket.

As a result of United's lack of concern, my children missed their flight. My 13-year-old daughter called me and I spoke with a gentleman named "Ricardo." He assured me he would get them on the next flight and promised he would have the kids call me back within 20-30 minutes. I waited and waited, but they never returned my call. I called my travel agent (who booked the flight) to seek advice as to how to find my children. She checked the kids' itinerary only to find that the kids had indeed been rebooked on yet ANOTHER flight to PORTLAND MAINE (instead of Portland, Oregon).

She hung up and began trying to reach United and so did I. I was finally put in contact with someone named "Amy" and she had my kids. She later disclosed that they had rebooked yet a third flight, this time to Portland Oregon. I spent several hours very concerned about the whereabouts of my children, and I was not comfortable with the way United was handling the situation.

I believe United acted in appropriately and put my children at risk due to their multiple breaches of responsibility.

Three young girls from Holland came to visit us and their flight from DC to Buffalo was cancelled due to stormlike weather. They had to obtain a hotel room and UAL didn't pick up the charge nor did they even offer a discount to these girls who were not at all accustomed to the US and specially the DC area. I believe that the airline should have paid for their hotel accommodations for the night.

The girls got a room at the Hampton Inn and paid $84.14 from their own funds. They returned to the airport and flew into Buffalo on schedule the next day. The girls and their parents were very worried about this situation as we were. UAL should have shown more compassion for these kids who don't have a clue about the reality of being on the street in Washington DC.