Untied Airlines

AN EVIL ALLIANCE MEMBER

(This is not the website of United Airlines)

First, ask yourself objectively whether or not your complaint is frivolous. Reading through the many passenger letters posted here, you will find some complaints dealing with:
- flight cancellations due to bad weather
- temporarily lost luggage
- unavailability of desired meal selection
- movie or music selections offered on flights
If your complaint falls into one of those categories, the airline is not likely to respond to it seriously. Also, keep in mind that despite the general decline in United's service record over the last few years, the employees there are human, and can only accomplish so much in response to difficult situations. However, you should not accept this excuse for rude treatment or excessive incompetence.
If your complaint is serious, send it in writing to the attention of the appropriate party at the airline. Some contacts are provided here. Be specific as to what you expect United to do, and give them a reasonable deadline to reply. In this regard, you might want to take a look at some of the success stories of other passengers.
Read the background material from the Air Traveler's Handbook FAQ by Mark Kantrowitz and consult the information available from the Aviation Consumer Protection Division of the US Department of Transportation.
As you write your letter, checking for spelling and grammar are highly encouraged, This makes your letter easier to read, even if the "person" at the other end is just a computer generating a form letter reply.
Keep your letter brief, coherent, and to the point. If you can't get the facts down in two pages, the letter is probably too long. The fill-in form provided here will help you focus on the points that are directly relevant to the airline.

Know your rights as a passenger and the actual time limits to make your claim (the airline's policy may violate your rights):
- for international flights: Articles 17, 19, and 22 of the Montreal Convention deal with damage to baggage and delays
- for any flights within or departing from the US:
  - Regulation 14 CFR 250.5 limits denied-boarding compensation to $1300
  - Regulation 14 CFR 254.5 ensures that airlines cannot limit liability for loss, delay, or damage of baggage to less than $3300 per passenger
- for flights departing from Europe or flights on an EU-licensed carrier arriving in Europe: EU Regulation (EC) 261/2004 mandates compensation up to 600 Euros (more details here)
The Aviation Consumer Protection Division (ACPD) of the U.S. Department of Transportation operates a complaint handling system for consumers who experience air travel service problems.
Consumers with concerns about airline safety or security can call the Federal Aviation Administration toll-free at 1-866-TELL-FAA (1-866-835-5322) or the Transportation Security Administration toll-free at 1-866-289-9673.
Consider escalation to a Small Claims court if your complaint is not resolved. The Sue the Airlines site offers additional background information and advice regarding the legal route In general, it's good practice to advise UAL in writing of your intent to pursue this course of action if your demands are not met in a timely manner. Contact information is available here.
Threatening or taking such legal action has been successful for many former passengers
Sending your complaint to the U.S. Attorneys General in Illinois and Texas (where United Airlines maintains its headquarters) have been helpful for some passengers
Make audio recordings of your interactions with United personnel. This is legal and the recordings are usually admissible in court. Don't forget, when you call the airline by telephone, they typically record the conversation at their end! Make sure you get the names of anyone with whom you speak. If you can't record the interaction, take detailed notes. Ask the airline representatives to put whatever they tell you in writing. If they refuse, type up your notes and send them by email as a written record.
If you purchased your ticket with a credit card and feel that United didn't deliver the contractually agreed upon service, dispute the charge with your credit card company.

probably not: as Daniel Bernstein notes in his insightful analysis, it doesn't make economic sense for United to obey the laws
since most passengers won't go to the trouble of making a written demand for payment, and following up (e.g., through small claims action or notifying their attorney-general), the airline can save a lot of money by ignoring its legal obligations