United Airlines

The “new” United Airlines — the product of a 2010 merger with Continental Airlines — has left its mark on the company’s service reputation. The airline receives more than its fair share of complaints from passengers.

77 West Wacker Drive
Chicago, IL 60601

Phone Contacts

Main: (312) 997-8000
Toll Free: (800) 864-8331

How to get through to an operator: dial (312) 997-8000. Press 0.

Customer Service Resources

Note: Please see this United Airlines page for specific instructions on how to handle your lost/damaged baggage and missing property claims: Baggage Tracing/Claim Information.

United Airlines Baggage Claim and Lost and Found

Central Baggage Service – HDQLZ
P.O. Box 66140
Chicago, IL 60666-0140
Telephone: (800) 221-6903

[email protected]

Online baggage tracking

Baggage services email form

Contract of carriage (PDF download)

Customer service main page

Customer service email form

Social Media Contacts


Executive Contacts

If you contact the company by email, you should receive an almost immediate return receipt, and a substantive reply within one week. If you don't, it's safe to assume you're being ignored. Before you reach out to one of these managers, please review these suggestions, which will increase the odds of a successful appeal.

Primary Contact
Robert Bradford
Director, customer care
77 West Wacker Drive
Chicago, IL 60601
(847) 700-4000
[email protected]

Note: All new emails at United are now firstnamelastname (no dot between the two). However, some still follow the old format, with a dot between the first and last name.

If you have direct-dial numbers for any of these contacts, please let us know.

Secondary Contact
Scott O'Leary
Managing director, customer solutions
77 West Wacker Drive
Chicago, IL 60601
(847) 700-4000
[email protected]

Jimmy Samartzis
Senior vice president, customer experience
77 West Wacker Drive
Chicago, IL 60601
[email protected]

Chief Executive
Jeff Smisek
Chief executive officer
77 West Wacker Drive
Chicago, IL 60601
(847) 700-4000
[email protected]

What others have to say about United Airlines

Aviation Consumer Protection Division Air Travel Consumer Report




Airline Quality Rating

We are grateful to our colleague Jeremy Cooperstock from Untied.com for providing updated information on the airline.

Researched by Christopher Elliott and filed under .
Last updated: December 11, 2014.

The names, numbers and addresses were collected from publicly-available resources and are believed to be accurate at the time of the last update. Here's how we find our information. If you need to make a correction or change, please use this form.