United Airlines
Is This Your Business?3.1
4.4
Overall Score
Author: Kalicia Bateman
LAST UPDATED: January 15th, 2022
United Airlines is one of the oldest airlines in the United States, with some of its predecessors going back to the late 1920s. Originally, United Airlines was known as "The Boeing Company," and, in some ways, they still are the Boeing Company since this is the primary plane found in their fleet. United has nine airline hubs throughout the world. Its largest hub is in Houston and handles 16.6 million passengers every year, with 45,413 people getting on United flights every day. Chicago O'Hare is the company's largest hub in terms of departures. United flies Boeing 747s, 767s, 777s, and 787s. They also fly narrowbody Airbus 319s, 320s, Boeing 737s, and Boeing 757s, as well as various Embraer and Bombardier jets for its regional carriers. For its regional flights, United usually uses third-party carriers (such as ExpressJet) to get customers to and from smaller airports when traversing between mainline destinations. United Airlines is also a pretty safe airline. In the past twenty years, there have been 3 fatal flights, including two flights that crashed on 9/11, and one minor incident where some passengers and crewmembers were hurt on takeoff (though there was no structural damage to the aircraft).
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The Good
- Ticket prices
- Boarding
- Check-in
- Destinations
- In-flight services
- Time in business
The Bad
- Baggage
- Flight statistics
The Bottom Line
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MindyV Lubbock, TX
Wonderful airline!!!! My son's first time flying ever, this past Christmas, was on a Untied flight and it was great!!! He really didn't want to land at all. But I told him that after we landed, we were getting on another plane, a bigger plane, and will be up in the air flying again. Of course, the trip went by WAY too fast but United was amazing!!! I know that it was an extremely difficult time, especially with COVID, but everyone was so nice and helpful. I appreciated the fact that on both United airplanes, everyone was given a beverage. And even though I'm what's considered a customer of size, the flight attendant was really sweet when I had tor request a seatbelt extender on my first flight because it was a smaller plane. Everyone was so awesome on both of our flights and we LOVE United Airlines!!!!!!
5 years ago
DealStar South Jordan, UT
United Airlines upgraded me to First Class when it turned out the Coach seats were full. I had to be across the country for an important meeting, and this could have turned out very badly. Instead, it was wonderful! It's the only time in my life I have been happy to be last onboard :) and it's the only time in my life I had flown first class.
In my opinion, United Airlines is the industry standard for air travel, even if it's in Coach Seating!
5 years ago
JOHN M CAMPBELL ,
I was a loyal Continental Airlines customer since mid 1970's. When United purchased Continental, they used the best things from the OnePass & United MilesPlus rewards system. I was afraid that my Continental OnePass benefits (which was rated as the #1 airline miles program at the time) would be devalued. Not only were the miles not devalued the program became better. I now have "1 MillionMiles Status" with United and I would not fly any other airline, even if it might be cheaper, unless United didn't go to that place.
5 years ago
Candace Barrow Venus, TX
All the people we met were very friendly and helpful. The only problem was at the Houston arrival. The attendant who brought me a wheelchair insisted that we go to our connecting flight on a cart. It was extremely difficult for me to get on the cart and caused me to strain my back causing me more pain than I already had. All the other wheelchair attendants were very very helpful.
6 years ago
Bryan Thompson
My wife and I booked flights and were looking forward to a lovely time in S America. Then suddenly my aging mother took a nosedive in her health and is clearly days away from passing. To be received with compassion and kindness rather than suspicion (about our request to cancel flights) was an amazing touch we needed today. Thank you, United Airlines!
8 years ago
Jacob Lundquist
Me and my wife were returning from our Honeymoon, and we noticed that our seats were not right next to each other. We talked to the gate agent, and the next thing we knew they had upgraded us to first class at no extra cost. I know that United as a whole gets a lot of bad press lately, but I can say that I actually had a great experience and they went above and beyond for us.
9 years ago
cardchampion Honolulu, HI
As a "FIVE" million actual revenue flown "butt-in-the-seat" mile flier (no credit card charges!)... and someone who is Executive Platinum on AA, 1K on UA, Medallion on DL, and an A-List on SW... I can confirm from years of experience that all of the U.S. major carriers have their problems, flaws, and negative happenings.
The three items that separate UA from the other U.S.'s major carriers are: (1) Safety - their pilots have had more requirements filled/completed when sitting on the left seat... this is even more so after Continental took over and merged the two companies (2) When UA errors, they absolutely go out of their way better than the other carriers to rectify, accommodate, and/or compensate the traveler, and (3) It is not even close in comparison and in actual reality / happenings when it comes to availability and subsequently receiving complimentary upgrades (e.g. being free [no purchasing of upgrade coupons required like AA], and that all planes with business first and first class seats go out full with upgrades when elite members are on revenue tickets).
11 years ago
Matt Cox Kansas City, MO
I love United. Not once, but twice they got me home when another airline stranded me hundreds of miles from home. Also, I fly to Phoenix via Denver a lot and they operate a nice, roomy Boeing 757 from MCI to DEN, not a tiny "regional jet" like most others. I've nothing but nice things to say about them and they'll always get my business to anywhere they fly.
11 years ago
Casey Bailey Beaver, PA
I love United. Their Customer Service is professional and even though some times the weather or other factors throw a kink into travel plans, United does their best to get you where you're going.
Also, their MileagePlus Program is easy to understand and I've found it rather easy to earn status on it even with the infrequent flying I do on a yearly basis.
11 years ago
Ascot21071 Chicago, IL
I have flown United for over 20 years. Lived in Asia for 8 years and travelled to the US every month, most of the time on UA. Fly at least monthly domestically with 4 international trips a year. I don't have the same experience as others on this site. Delays happen, if I am kept advised of the delay and what they are doing to resolve the delay, I'm fine. Staff are generally helpful and courteous.
11 years ago
Steve Ashland, MA
I use United extensively to fly to Asia, I have been using them for 20 years with my work, as I my primary carrier of choice. This has gained me an elite status with them of a "Million Mile" flyer... This give both my wife and I lifetime gold status. With that status comes free luggage up to 70lbs and free economy plus seating and few other important perks for us traveling long distances. I have had my luggage damaged in transit with them, but to fair I have had that happen on all airlines that I use... Their on-time status with me has been good... My wife had a bad experience this year where the plane broke down and they just left her in O'Hare at 1:30 in the morning after a very long day. NOT cool at all... I have an overall good experience with UA and will continue to use them.. Mainly because of the free baggage and economy plus... Hard to beat that when you add up the additional cost...
11 years ago
Paula Pili Provo, UT
Lucky review of Business First! Amazing
Food Amazing! Sleep Amazing
I was headed to Hawaii for a funeral
I decided to upgrade
So worth it! Bed seats and everything
Oh well… the dream is over!
I would love to fly them again!!!!
4 years ago
Julia UP Southbury, CT
I like United Airlines, it was very accommodating for our vacation recently and even got us home a little quicker. We were travelling coming home from a vacation and because of storms back east our connecting flight was delayed by hours. Would recommend
5 years ago
KimDugan Kailua, HI
Well, I have traveled quite a bit for work and United Airlines has probably overbooked/erroneously booked me/changed my booking without my consent more than any other airline. I'm a pretty easygoing traveler and I can roll with a lot of punches, but the way that UA runs its booking, boarding procedures and extra charges for seats? It falls short of all of the other companies.
I don't think I know a single person who has said that they prefer a middle seat to an aisle or window seat, yet they charge a minimum of $7 just to reserve it - even if it is the only one left on the flight. During COVID-19 when airlines were not supposed to be booking separate parties/passengers side-by-side, I was booked between two people in a middle seat, when I had booked an aisle seat. When I asked about it, they told me that the booking had changed and that there was nothing I could do.
This airline skimps on a lot of the niceties - even the small ones - that you might expect of an airline. They are fairly reliable, but fairly doesn't necessarily save the day when you are traveling on government orders and you end up being late because of them. They typically have the widest availability for flights, but I generally try to avoid them when possible.
5 years ago
Darrin Pelham Rincon, GA
For me I have looked at United as the upper echelon of the US based carriers and that's always been the case when I have flown on their flights. The planes have always been super clean, the staff very professional and flights on time. If you have the chance to fly United take it you will see the difference.
5 years ago
Jayne Moore New York, NY
United are a fascinating bunch. I have often joked that they train their staff in rudeness, as never have I met so much of it, and it's served up with such thorough attitude it's actually comical. Having said that, I then had two fantastic flights with United where I stood corrected, so decided to put them back in the running. Then I had to fly during Covid. Oh, dear Lord. The plane was STUFFED. Like literally crammed in in every seat available. You stand 6 feet apart outside the plane to go and sit 12" apart on board. They were even asking if anybody was willing to take a later flight, and when I enquired if that later one was an empty flight, they admitted that no, it was also pretty much full. I can't believe this is even allowed, but it's lobbying at it's finest. The highlight was when they served drinks and beverages, to all passengers, at the same time. I watched in horror as people removed their masks to chow down on their pretzels. Just not worth the saving.
5 years ago
Steve Ashby Portland, OR
I like United a lot and it is one of the main airlines I use. They have mini-hub at PDX so flights go just about everywhere. Their terminal is nice and they offer a lot of perks for freq customers. I took them to Brazil many times and it was very nice.
5 years ago
Desiree Pleasant Grove, UT
I love flying with United! United Airlines has one of the best services and an amazing crew. I've had a positive experience with United every time. They let us bring a carry on which was super convenient. United is definitely more affordable.
5 years ago
James O. Dallas, TX
From every flight that I have taken with them, my experience was really incredible. Flights were punctual on the take off and sometimes arrived minutes earlier than expected. The service was really great, overall a very pleasant experience.
6 years ago
Jean Sarasota, FL
Several flights in 2019 - all on time, luggage not lost; called when had 45 minute time frame between flights and my seat was moved up without additional cost; food available for sale has met my neds when there is no time to purchase food at given airport; card members has opportunity to purchase miles
6 years ago
Hope Smith Chicago, IL
I use a walkef , so I needed.a wheelchair to get to.and from.My flights. That service is really good and everyone I encountered was pleasant and very professional. Where it could improve is in transporting my rollator. It is bulky and heavy. Carrying it on my lap is very uncomfortable, awkward, anxiety producing. It would be helpful if a better.solution could be found.
6 years ago
Jennifer Smith Salt Lake City, UT
I have flown on United Airlines a number of times with my family. Overall I feel that they have provided a good flight service. The last time that we flew on United the air conditioning worked very well, the attendants were very attentive to our needs, and I never felt overly claustrophobic. This is typically an issue for me so it was nice to not worry about that. I would recommend this airline if you are looking to save a little bit of money.
7 years ago
Jeff D Scottsdale, AZ
What can I say... I’ve been a loyal customer for 20+ years. With over 3m flown miles, I qualify for most of the perks which makes UA a whole lot easier to tolerate. I’m very happy the Smisek era is behind them, they have improved notably since.
I do a lot of long haul and moved all of my international flights on other star alliance carriers. It’s so nice to have nearly all the flight crew come by to say hi and thanks for flying. Food and service is generally a notch or two better than even the new Polaris class. A lot has to do with staff remembering who is the customer and there are a ton of choices out there.
What I done much care for is the nickel and dime strategy they’ve deployed with seats, bags, changes to flights, etc. at least coke and pretzels are free once again.
What I tell younger road warriors, you need to pick your alliance and stick with it. Domestically you may be largely trapped, but international, the choices are very good and prices often cheaper.
If I can’t fly UA domestically, I’ll fly a regional carrier like Alaskan or Jet Blue where you get much better treatment on the ground and in the air.
I was in Phoenix in Jan, trying to make a connection in SFO to a flight to Singapore. Bad weather in SFO canceled my original flight and was seriously delaying the earlier one I’d managed to get on. When the gate agent asked if anyone had an ongoing international flight, I raised my hand. I was told that since I booked the over water flight with SQ, it didn’t count and I should have booked the flight code share via United. To that, my reply was to tell the gate agent it was precisely due to that attitude I book over water with another alliance partner. He didn’t get it. I called SQ, they got me onto another flight to SFO, changed my over water booking and I ended up arriving to HK 6 hours earlier, at no extra expense. And the gate agent didn’t get it... yeah, right.
UA has gotten better the past couple years, so I’ll likely stick with them. But no one is kidding anyone by saying it’s world class service.
7 years ago
Michael Gall Provo, UT
I have been traveling on United for quite some time. They seem to offer the best pricing to most of the cities I frequent. My last few trips, I upgraded to first class and really enjoyed the level of service. When possibe, I'll be choosing United again in the future.
7 years ago
Lesa Burgess Pleasant Grove, UT
I love United Airlines rewards program and how they are partnered with Marriott hotels. Because of this, I was able to upgrade to Premier Silver & have benefited from many upgrades while I travel. Having this feature has made me book more through United than other airlines.
8 years ago
Anne Kimball Salt Lake City, UT
I flew on United Airlines to Amsterdam from the US this year and it was so cheap! Less than $500 cheap! The flight was great. It was a little hard coming back because they used a local airline called Swiss Airlines so I had to download the Swiss Airlines app to get my boarding pass, which was a little annoying, but other than that it was a really great experience.
8 years ago
Pete Centerville, UT
I recently flew to Hawaii on United and I wasn't impressed with the flight being delayed and causing me to miss my next flight, but the staff was very helpful about getting me and my friends hotel accommodations and free dinner to make up for it. We were able to get on the next available flight in the morning.
8 years ago
PAT Hayden, ID
Last week(6/23/15) we had a return flight from DC. A storm caused our plane to be late. We went downstairs, waltzed up to the UAL counter and were re-booked within 5 min. Even got legs+ on one of the flights and checked our bags at the gate so we didn't have to fuss with carry-ons. ....Now, if only the airports would make some accommodation for folks who are stuck there for long periods.
11 years ago
Tim Malmkar Madison, WI
Flew from round trip from Denver to Maui in February of this year. Great flights, great crew members on board, flights on time. No luggage issues. We are mileage plus members and very glad we are. Only one flight attendant that I would give a negative score was flight from Maui to San Francisco. He was a little to self important. Maybe needed to be self important no one else thought he was. I have to say everything else was great, more than met our expectations. Other airlines have let us down.
11 years ago
Sean Clemens San Ramon, CA
I have been flying United for over 20 years. I am a Million Miler on United. I have had great experiences on my flight and not so great of experience on flights. For the most part, I alway feel taken care of by United. I am concerned with the recent change in the MileagePlus program. It seems that United would rather reward Chase card holders rather than customers who fly them on a regular basis. Being at Gold status allows me to have early boarding, (Group 2), but it is moot since everyone else who applied for a Chase credit card is in that line also. Also, I was highly disappointed with the points I gained under the new Mileage program on my last flight to Hong Kong. Normally I would gain around 20k miles. Under the new program I received 7350 miles. It is pretty crazy and better to just use my Chase credit card to gain point quicker. I am hoping the new program does weed some frequent flyers so that we can get some future upgrades.
11 years ago
Regina Igel
Flight 861, Dulles -Sao Paulo, June 11, 2015. Business class.
All service of superior quality. "Commodore" John Davis (I asked for his name), excellent, attentive to our needs, thoughtful, cordial, friendly. - Food of excellent quality, as well as drinks. Smooth flight, no disturbances, nice landing. All went well.
11 years ago
kumar San Jose, CA
I prefer United over other airlines. I have more options with united. UAL.com is a great website that helps me to find flights to fit my budget and convenience and even allows me to choose my seat assignment. The announcements are very clear and easily understandable.
Flight Attendants: I have encountered really rude attendants. At the same time I have seen several awesome flight attendants too. I have seen this trend in other airlines too.
Entertainment: reasonable. UAL can add more selections to all 747 flights.
Food: ok.
Overall I prefer United over other airlines.
11 years ago
Anand Anandan Palatine, IL
I am a Million miler with United. I started using United as I was travelling all over the world and I wanted to depend on one airlines for that. Now I am addicted to them as they are doing such a great service. All in all my experience with their Star Alliance partner has been great! I highly recommend!
11 years ago
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Lizabeth Augustine Holmdel, NJ
I have been flying United consistently since the 1990's. Have always had a pleasant experience. On our honeymoon we missed our flight and they got us on another flight as soon as humanly possible. Always had the same customer service since that memorable and only flight we ever missed. Our daughter now flies United. Nice to see a company be safe and successful. Thank you.
6 years ago
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stevey shumway Orem, UT
I absolutely love flying with United. I flew with them to Europe in 2017, and I do not have enough great things to say about them! The customer service was phenomenal, the flight attendant were the nicest! Everything was very nice and organized. I have never enjoyed a trip more and I do believe it was because of the great airline I was flying with.
6 years ago
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Tom M Holmdel, NJ
When I fly, United Airlines is my first choice to fly. I live in New Jersey and it seems that everywhere I want to or need to go to United Airlines can get me there. I find that the price is competitive. The find the online booking and seat selection very easy to use. I have been a member of their Frequent Flyer program and signed up the rest of my family. We are looking forward to using the miles in the future.
6 years ago
Michelle Hawker Las Vegas, NV
I know many don't like the baggage fees etc. But all that aside, I cannot say enough about my positive experience with United. We were in a stressful situation, flying overseas for the second time in weeks to adopt a baby. Once they realized our situation, we were upgraded to 1st class. On our trip home with the baby, the off duty flight attendants helped with my baby. I will forever love United.
8 years ago
Emy
United Airlines are my favorites among all airlines. They offer a lot of pleasant perks for their devoted customers, but their helpful and caring crew members make every effort to make the flight experience nice.
4 years ago
Flora Canal Winchester, OH
Overall great airline company however it has been so many cancellations that I am disappointed with this company. They don’t disclose upfront what’s going on. You wait wait ask around until you are able to find out ether a change of gate or flight cancellations . They are making progress with adding details on the APP. Customer service needs improvements.
4 years ago
Rahat Afnan Dhaka, 13
United Airlines is one of the best airlines I've ever used. Their services for customers are very satisfactory. All the crews are supportive and friendly. Smooth management overall. Should be appreciated throughout.
5 years ago
Michelle Baria New York, NY
I've flown United quite a few times now and I normally have a really good experience! They have a great app and a good entertainment selection. It's also pretty typical that we end up getting to the destination early, which I always enjoy!
6 years ago
Qiao Bethesda, MD
This is my favorite airline, I use for most my trips national and international. it is tide, on time, and crews are friendly. I am planing to book tickets to Orlando this summer.
6 years ago
Eddie Rios Ogden, UT
United Airlines has been a staple in the flying industry for decades. It is trusted and safe to travel with United. I have been able to get economy pricing that has been hard to beat. I also love the variety of routes and flight times. Their flight crews are professional and cordial. Can't miss with United Airlines!
6 years ago
Mark Giles Chicago, IL
I have been a 1K frequent flyer for the past 25 years with United. They continue to work to improve there product, and have made some positive changes. Not sure I am happy with all the changes in there Mileage Plus program. Only time will tell wether they are positive for the customer.
6 years ago
Thomas Hullinger Pleasant Grove, UT
United Airlines is very similar to other airlines. They have worked well for me, especially flying international or long distances. I haven't been able to find good discounts on their airline, and I am not thrilled about their frequent flyer program.
8 years ago
Dan Morris Fort Lauderdale, FL
I decided that I would give United a chance after not flying with them for a long time. I went to the gate and asked if there was any potential of getting a better seat and moving up in the plane. The gate agent said a flat “no” but you could upgrade to a better seat for an extra $300+. I was stunned but said okay. A woman went to the other gate agent and asked the same question if she could move to a better seat, and the agent said Yes, and there was no additional fee for her. I inquired to the other gate agent if that was a basic economy seat, and she replied yes. Why was the gate agent I originally spoke with intentially trying to make me pay over $300+ for an upgrade when she could have easily moved me to the free seat that was available?!?
8 years ago
Stephanie Lewis West Chester, PA
Overall, I was not impressed by United airlines. I had a connection with my flights so ended up on 4 flights. Every flight ran out if overhead space.. how does that even happen? My first leg of my return flight was coming from international. When I landed my flight still said on time, so I rechecked my bag and headed to my gate. Flight got canceled 5 minutes before boarding after being assured we were taking off. Then they closed baggage reclaim and I could not get my bag back. It went home a day before me because they did not have any flights the next day. Then it was a nightmare trying to get the receipt for my hotel that I booked through them. Like every airline they're playing that stupid game of economy and economy plus.
8 years ago
Ahmi Thitayan
As a MileagePlus member, United is truly the airline of the Friendly Skies. Every flight I’ve been on has been on time, and the customer support has been efficient and helping.
8 years ago
Tom Kosky Staten Island, NY
i went to FLORIDA a few years ago and paid extra for legroom and did not get it on the way down.the seat did not exist on the plane.i sent for a refund and never got it.the staff on the plane was great but i deserved a refund and never got one.
8 years ago
john carlisle Sacramento, CA
AWARD MILES PROBLEM--what I found trying to use my award miles from United is that they not that good as they say when you join-- Yes you can get a ticket-but it will like Airline Welfare--Not very good Choice of times-selections are absurdly long flights-if you want a 2nd ticket for your spouse the seats are not together--connection time are 3 times longer-plus they put a code on your pass so anyone looking at it know you are a lower class customer- I do not feel it is really equal of the effort you put in to save these miles--plus remember you have to pay a fee "$100." every year to received your award miles.
8 years ago
