The weather has caused widespread air travel issues lately, with John F. Kennedy International Airport, LaGuardia Airport (LGA), and Newark Liberty International Airport (EWR) halting morning flights because of thunderstorms just last week.
While weather disruptions can’t be controlled, one United Airlines passenger was left confused and frustrated after their flight from Los Angeles to New York was diverted to Chicago. United’s automated booking system offered to rebook the passenger on a flight to Buffalo, hundreds of miles from their intended destination.
United Flight Diverted To Chicago Amid Widespread Weather Disruption
On September 19, 2026, a United Airlines passenger posted on Reddit describing their LA-NYC flight diversion to Chicago and a subsequent rebooking to Buffalo. According to the traveler, their United Airlines flight from Los Angeles to New York was diverted to Chicago, where they faced significant disruption as other passengers tried to reach destinations along the East Coast.
Weather can be particularly disruptive for airlines, causing flights to be delayed, diverted, or canceled and leaving passengers competing for limited seats on alternative services.
Chicago O’Hare, which is a major hub for both United and American Airlines, has battled to keep operating despite major challenges caused by the weather. On Tuesday, September 15, FAA stoppages caused 1,800 delays in a single day at the airport.
At the beginning of the month, ORD also faced multiple ground stops due to weather, leaving thousands of travelers concerned about their Labor Day travel plans.
With large numbers of travelers reportedly stranded in Chicago while trying to reach the East Coast, finding another flight to New York was likely to be challenging. However, the United passenger was not prepared for the alternative the airline was about to offer them.
United’s Automated System Rebooked The Passenger To Buffalo
With customer service difficult to reach, the passenger said they used United’s automated booking system to find an alternative. The option presented to them was not another flight directly to New York City. Instead, the system reportedly offered a rebooking to Buffalo for the following afternoon.
“The automated booking offered me a rebook to… Buffalo. That’s 400 miles from NYC. Not Buffalo en route to NYC, just Buffalo,” the passenger wrote on Reddit.
The traveler expressed their disbelief, and it’s easy to see why. Buffalo Niagara International Airport is in western New York, close to the Canadian border, while New York City is in the southeastern part of the state. Therefore, the United passenger faced hours of additional travel time.
The passenger also found United Airlines’ booking system unhelpful in presenting the alternative flight option.
“When they offered that to me they said, we assume you are accepting this booking unless you click this link for a different option or a refund. Link broken,” the traveler pointed out.
Unable to access the link provided to explore other options or refunds, the passenger was forced to buy an expensive second ticket on an American Airlines flight to reach their original New York City destination. The flight was still for the following day, adding a hotel stay to the traveler’s expenses.
Passenger Experience Calls United Airlines’ Automated Booking System Into Question
According to the traveler, the morning after they were offered the Chicago-to-Buffalo flight, they finally got through to United Airlines’ customer support after about an hour on the phone.
After speaking to a customer representative for about 45 minutes, the agent told the passenger they needed to go back to the airport and go to the United desk in person.
The passenger’s experience that followed also proved to be unhelpful.
“I go back to the airport to wait in line for a live agent… and she says actually you’re going to have to call our phone agents because they’re the only one with the power to change your flight now. She said can cant even find me in the system anymore. I’m not visible on the still-yet-to-depart Buffalo flight or any other flight, nor is UA looking for an alternative for me — it’s just case closed,” the passenger wrote on Reddit.
The traveler had called their travel agent the night before, who booked them onto the American Airlines flight, but also canceled them off the Buffalo flight. The traveler said that United considered this the end of the matter.
When asked for a refund, United Airlines told the passenger that since the travel disruption was weather-related, there was nothing they could do.
The airline did give the traveler 7,500 miles for the inconvenience. However, the passenger was still left out of pocket and was unable to explore other options with United due to the broken link the automated system provided them with. The situation raises questions about both United Airlines’ customer service and the role of automated rebooking during major disruptions.
When travel disruptions occur, offering a flight hundreds of miles from a passenger’s desired destination with no way to change it is unlikely to keep customers happy. Being directed between the phone and airport teams can also lead to frustration.
If United Airlines wants to keep its loyal passengers, it may need to make changes to ensure passengers can easily access support when disruptions occur.
TheTravel has reached out to United Airlines for comment.
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