--- company: united-airlines title: United Airlines — how complaints actually go last_verified: 2026-10-12 --- ## In short United separates money into two routes: the refund form for tickets, bag fees and paid extras, and the Customer Care form for complaints and reimbursement of disruption expenses. Using the wrong one slows things down. For a cancelled or significantly changed flight you can choose a refund to your card over a travel certificate. If United does not resolve a written complaint, file with the U.S. DOT. Bag claims depend on a report made within 24 hours (domestic) and a file reference number. ## How complaints actually go - The refund form handles tickets, bag fees, Wi-Fi and other purchases. United says to allow up to seven business days for a credit card refund and up to 20 days for other payment types, and that refunds go to the original form of payment unless you ask for an electronic travel certificate. [United: refunds](https://www.united.com/en/us/refunds) - Complaints, feedback and reimbursement of expenses after a disruption go through the Customer Care form; the refund page says not to use the refund form for these. [United: Customer Care](https://www.united.com/en/us/customer-care) - United's Contract of Carriage (revised September 30, 2026) says a complaint filed by a third party must include a signed letter from the customer or a power of attorney, or United will not reply. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html) - Delayed, lost and damaged bags run through a bag report, then claim forms that need the file reference number and last name. United says to report delayed bags within 24 hours of arrival in the U.S. and to claim reimbursement within 45 days (domestic) or 21 days (international). [United: bag help](https://www.united.com/en/us/baggage/bag-help) - If United does not resolve the complaint, DOT directs United to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint) ## What tends to work - For a cancellation or significant change, ask for the refund through the refund form rather than accepting a certificate; the refund rule requires a refund if you decline the alternatives (rule `dot-refunds-rule`). [14 CFR 260.6](https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6) - United refunds bag fees automatically when a bag is delayed more than 12 hours on a domestic flight, 15 hours on an international flight under 12 hours, or 30 hours on a longer one. Check the card statement before you file. [United: bag help](https://www.united.com/en/us/baggage/bag-help) - Keep dated receipts. United covers reasonable and necessary clothing and toiletries while a bag is delayed and you are away from home, and needs receipts showing items and costs. [United: bag help](https://www.united.com/en/us/baggage/bag-help) - For a delay United caused, ask at the airport for what its customer service plan promises, such as meal vouchers; DOT says airlines must follow their plans and will hold them accountable. [DOT Airline Cancellation and Delay Dashboard](https://www.transportation.gov/airconsumer/airline-cancellation-delay-dashboard) ## Traps and fine print - Contract of Carriage Rule 24 says that after a schedule change United may rebook you, reroute you on another carrier only if all United service between the cities is cancelled, or let you apply the ticket value to United travel within one year from the date of issue. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html) - United is not liable to reimburse food bought on your own if it offered meal vouchers and you did not accept them. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html) - Refund requests for paid extras that were not provided must be made within 90 days of the payment date or the flight date, whichever is later. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html) - United does not pay for damage that does not stop a bag from working, such as cuts, scratches, scuffs, dents or marks from normal handling. [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html) - United's own pages disagree on two values: the bag help page gives 1,288 SDR for Montreal Convention travel where the Contract of Carriage gives 1,519 SDR, which matches the current treaty limit (rule `montreal-convention-baggage`). [United: bag help](https://www.united.com/en/us/baggage/bag-help), [United Contract of Carriage](https://www.united.com/en/us/fly/contract-of-carriage.html) ## By the numbers - July 2026: DOT received 966 complaint cases about United, the second most of any U.S. airline; 278 were about refunds and 241 about flight problems. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf) - July 2026: United's network arrived on time 72.2% of the time (2nd of 8), cancelled 2.7% of flights, and mishandled 0.80 bags per 100 enplaned, the highest rate among the ranked marketing carriers. [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf) - ACSI 2026: United scored 75 out of 100, up from 73 in 2025; the airline industry scored 76. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/) ## Scams that target customers - The BBB reported a traveler who bought discounted United tickets from a third-party seller, then got a call saying the flight was cancelled and asking for $80 more to rebook on another airline. United had not cancelled the flight. [BBB scam alert](https://www.bbb.org/article/scams/20149-scam-alert-airfare-con-bills-victims-for-canceled-tickets) - The FTC warns of fake airline customer service accounts on social media during disruptions. Contact United through its own app, website, chat or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives) - United's official text channel is the short code 32050 (text UNITED), listed in its Help Center. [United: Help Center](https://www.united.com/en/us/fly/help-center.html)