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11. Ensure responsiveness to customer complaints

We respond quickly to our customers’ complaints. If you have a complaint regarding our services or our product, we want to hear from you. Information about where to direct your written complaint is on our website; on all E-Ticket® confirmations; and is available upon request at each United ticket counter and boarding gate in the airports we serve.. We will acknowledge written complaints within 30 days of receipt and we will send a substantive written response within 60 days of receiving your written complaint.


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Our United Customer Commitment
1. Advise about lowest available fares
2. Notify customers of known delays, cancellations and diversions
3. Deliver baggage on time
4. Allow reservations to be cancelled for a certain period after purchase
5. Provide prompt ticket refunds
6. Properly accommodate passengers with disabilities and other special needs
7. Meet customers' essential needs during lengthy tarmac delays
8. Treat passengers fairly and consistently in the case of oversales
9. Disclose cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability
10. Notify customers about travel itinerary changes in a timely manner
11. Ensure responsiveness to customer complaints
12. Provide services to mitigate inconveniences resulting from cancellations and misconnections.