United Airlines is an international air carrier based in Chicago.
United Airlines Responsiveness rating
3/5
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings.
What you need to know about United Airlines
We have received multiple complaints regarding United Airlines. Passengers have reported thatthey did not receive the credit that was promisedwhen they canceled flights. Some passengers have incurred additional costs due toUnited’s alleged deceptionduring the ticket purchase process. Also, the airlinerefused to refund a sick customer. We have also seen examples of good service, as in this case, where theairline promptly assisted another customerin fixing a booking error.
How to resolve a problem with United Airlines
Thisguide on how to solve a customer service problemwill help you resolve most problems with the company. You can also refer to the executive contacts below orcontact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
United Airlines’s mailing address
233 S. Wacker Drive
Chicago, IL 60606
Please check out our expert strategies for resolving a customer complaint before reaching out to an executive at United Airlines.
United Airlines’ executive customer service contacts
If you have direct-dial numbers for any of these contacts, please let us know.
Primary Contact
Carole Kasper
Manager – Customer Care
233 S. Wacker Chicago
Chicago, IL 60606
c.kasper@united.com
Secondary Contact
Bryan Stoller
VP Customer Contact Centers
233 S. Wacker Drive
Chicago, IL 60606
b.stoller@united.com
Chief Executive
Scott Kirby
Chief Executive Officer
233 S. Wacker Drive
Chicago, IL 60606
scott.kirby@united.com
(847) 700-4000
Frequently asked questions about United Airlines
Can I reach United Airlines customer service via text?
United Airlines offers a text messaging service, enabling you to receive flight information on your mobile device. This service allows you to receive flight updates and reminders and is accessible on select aircraft. You can utilize this service through Facebook Messenger, iMessage, and WhatsApp.
Can I use WhatsApp while on United Airlines?
WhatsApp is supported for in-flight messaging on United Airlines. However, please note that you can only send texts and emojis, as sending pictures or other files is not supported.
Can I get a refund from United Airlines?
Yes, you can request a refund from United Airlines under specific circ*mstances. Refund policies vary depending on factors such as ticket type and timing. To initiate the refund process for a canceled booking, visit the My Trips section on the United website. Credit card refunds are typically processed within seven business days, while other refunds may take up to 20 business days.
Where can I reach United Airlines customer service in writing?
You can contact United Airlines customer service by filling out their Customer Care form on its website. Additionally, for urgent assistance, you can call them at 1-800-UNITED-1 (1-800-864-8331).
What items are prohibited in checked baggage on United Airlines?
Certain items are restricted in checked baggage on United Airlines, including flammable materials, explosives, corrosive substances, and weapons. It’s crucial to review United’s specific guidelines to ensure compliance.
Is it possible to achieve United status without flying?
Yes, you can attain United status without flying by participating in their MileagePlus Premier Status Match Challenge. This program allows you to match your elite status from another airline and enjoy United benefits. For more details, check its website.
Are economy tickets on United refundable?
Economy tickets on United Airlines are generally non-refundable. However, you can cancel and receive a refund within 24 hours of booking if it’s at least one week before your scheduled departure. This policy applies to Basic Economy tickets as well.
Can I cancel my flight and receive a refund?
Yes, you can cancel your flight and receive a refund under specific conditions, with the refund amount varying based on the situation. To start the cancellation and refund process, visit the My Trips section on the United website.
What is United Airlines' postal address?
United Airlines, Inc.
PO Box 06649
Chicago, IL 60606-0649
How to contact United's Central Baggage Service and lost and found
Central Baggage Service – HDQLZ
P.O. Box 66140
Chicago, IL 60666-0140
Telephone: (800) 221-6903
web-baggage@united.com
How to get professional help with your United Airlines problem
If you need help with United Airlines, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
128834
This contact was published on November 20, 2014 and updated on March 28, 2024.
