How to File a Complaint with United Airlines (Step-by-Step Guide)

If you’ve experienced a delayed flight, lost luggage, unexpected fees, or poor customer service with United Airlines, filing a complaint correctly matters.

United processes thousands of complaints each week. Most go unanswered not because they’re invalid — but because they’re incomplete, misrouted, or poorly documented.

This guide explains exactly how to file a complaint with United Airlines, how to escalate it if needed, and what to do when communication stops.

When You Should File a Complaint with United Airlines

You should file a complaint if you experienced:

Flight delays or cancellations

Refunds not processed within stated timelines

Lost, delayed, or damaged baggage

Incorrect charges or seat downgrades

Customer service refusal or lack of response

Timing matters. The sooner you act, the more leverage you retain.

Information You Need Before Filing

Before contacting United, gather the following:

Confirmation number

Flight number and date

Passenger name(s)

Description of the issue

Photos (for baggage damage)

Receipts for any out-of-pocket expenses

Missing documentation is the most common reason complaints stall.

How to File a Complaint with United Airlines
United Airlines Official Complaint Form

United handles most complaints through its online contact form.

Search:
“United Airlines complaint form”

Choose the category that best fits your issue:

Refunds

Delays or cancellations

Baggage issues

Customer service concerns

How to Write an Effective Complaint

Use a direct, factual structure:

Identify the flight

Explain what happened

Describe the impact

Request a specific resolution

Example:

“Flight UA1289 on March 21, 2025 from Denver to Newark was delayed over five hours due to crew availability. I incurred $96 in meal and transportation costs. I am requesting reimbursement or travel credit.”

Avoid emotional language. Precision gets results.

United Airlines Refund Timelines

Credit card refunds: typically within 7–14 business days

Other payment methods: may take longer

If this window passes, escalation is appropriate.

Lost or Damaged Baggage With United Airlines
At the Airport

Report the issue immediately at the United baggage desk

Obtain a file reference number

After Leaving the Airport

Submit a claim through United’s online baggage system

Upload photos and receipts

Delayed reporting can reduce or eliminate eligibility.

What to Do If United Does Not Respond

If no response is received within 7–10 business days, escalate.

File a Complaint With the U.S. Department of Transportation (DOT)

Search:
“File a DOT airline complaint”

The DOT forwards complaints directly to United and requires a formal response.

Include:

Your original complaint

Dates of contact

Case numbers

Supporting documents

This step frequently prompts action.

If You Still Can’t Get Help

Some travelers experience repeated non-response, especially with:

Lost baggage

Partial refunds

Conflicting customer service instructions

If you cannot get traction, PublicMinute can help document your case, organize communication attempts, and prepare escalation records so the issue doesn’t disappear into support queues.

PublicMinute does not replace United Airlines or regulators — it helps ensure your documentation is clear and usable.

What United Airlines Is Required to Do

United Airlines must:

Issue refunds for canceled flights not rebooked

Respond to DOT complaints

Follow its published contract of carriage

United is not required to:

Provide compensation for inconvenience

Offer hotel stays unless contractually obligated

Refund non-refundable fares outside defined conditions

Understanding this prevents wasted time.

Best Practices for Communication

Keep everything in writing

Save all emails and attachments

Avoid relying on phone conversations

Track dates and reference numbers

Documentation determines outcomes.

Summary: Effective Complaint Strategy

Collect all documentation

File through United’s official form

Request a specific outcome

Escalate to the DOT if needed

Organize records if responses stall

Clear documentation consistently produces better results.