Allowed on the outbound flight, denied on the return: How United’s inconsistent policy enforcement left us stranded overnight

I’m sharing a recent experience with United Airlines to get some perspective on airline policy enforcement and customer service breakdowns.

The Situation:

My husband and I recently flew from Washington Dulles (IAD) to Las Vegas (LAS) on United Airlines (Confirmation CFF66F). I have mobility limitations, and over the past four years, I’ve used a riding carry-on suitcase with a removable battery when traveling through long airport terminals.

• Outbound (August 1, UA 2156): Cleared TSA at IAD, pre-boarded, stored the bag in the overhead bin, and flew to LAS without a single issue or comment from United staff.
• Return (August 7, UA 2382): Cleared TSA at LAS without issue. However, when attempting to pre-board at the gate, the gate supervisor stopped me, stating that United prohibits all rideable/motorized luggage, regardless of whether the battery is removed.

I showed them that the battery was removable and offered to take the battery into the cabin while checking the frame, but they refused.

The Operational Impact:

Because this rule was never mentioned or enforced on our outbound flight from Dulles, we had no warning. Had United staff flagged it at IAD, we would have simply left the bag in our car at the airport.

Instead, stranded at LAS right before boarding, I had two choices: abandon an $800 mobility aid or leave security to ship it. I had to go to Terminal 1 to ship it via USPS ($121). Because of the delay, we missed our nonstop flight. The only available rebooking was an overnight flight connecting through LAX, arriving at 8:00 AM the next morning. My husband is a stroke survivor, and the sudden 12+ hour ordeal and overnight connection were physically exhausting for both of us.

Why this feels broken:

While I understand airlines set their own baggage rules regarding dangerous goods, inconsistent enforcement creates an operational trap. Permitting an item on leg 1 and banning it on leg 2 forces passengers into unexpected expenses and missed flights mid-trip.

Has anyone else experienced this kind of one-way policy enforcement with United, and what is the best way to get an actual review beyond an automated canned email?