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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Brittney Mac Gregor Louisville, KY
United Airlines is the first airline I have ever used to travel via air, and sadly it was the last time I have used this company. I had a horrific experience. I was flying from Kentucky to Laredo Texas. There were two exchanging flights. When I got to Dallas, the flight had been overbooked and they were asking for volunteers to wait till tomorrow to fly to Laredo. Enough people volunteered and we ended up getting in the air. Then when we got to Laredo airport, we had to circle around and go back to dallas because the Laredo airport had lost power. When we arrived to Dallas, the airport was closed for the night. We were essentially locked in. They did give us a $10 voucher to buy food from one of the establishments, BUT, everything was closed because the airport was closed. We all had to wait over 12 hours in the airport, overnight to fly to Laredo. Then to top it all off, on my return trip home, my departing flight was literally taking off as our flight was landing and I missed my flight. I had to yet again stay overnight alone in a strange place, but at least the airport paid for an actual hotel that time. On the other hand, I was alone and had no idea where I was, I had a voucher for a taxi to take me to a hotel, but I couldn't find one, so I was stuck at the airport for 5 hours before finding a taxi to take me to the hotel. When I arrived at the hotel is was so late that all delivery resturants in the area were closed. I had not ate for a long time and was hypoglycemic. That was enough to scare me from flying for several years.
5 years ago
Marina Korogoda Buffalo, NY
I am extremely disappointed in united. They have a total lack of customer service and will not try to remedy errors made by their company. During my ordeal with the company, I was constantly notified via email, text and phone call about delays and cancellations. On the way to San Antonio, my flight was delayed, even after they changed my flight, which meant I didnt get much sleep last night. I decided to forgive and forget. My flight back home was a nightmare. My flights kept getting delayed/cancelled so i asked the agents at the counter to change me to a morning flight, even though it meant I'd miss an important appointment. The agents were rude and unhelpful. I was scheduled for an early morning flight that was then cancelled without any notification. When I went to again change my flight, they rescheduled me to a flight that was known to be delayed and i ended up missing my connection. I ended up getting home almost 24 hours later and United made no effort to rectify the isssue. At the end I was emotionally spent and glad to be home. United (and American) have the worst customer service. I will not be flying with United ever again. The little money you save is NOT worth the hassle.
9 years ago
Dustin Brayley
Hello,
I traveled yesterday with my wife and two young sons. There was a long line at security with only one TSA agent working, then a long pat down which caused us to get on just before boarding. We were not late arriving.
We needed to gate check 3 bags and the agent working the gate in Greenville, SC, said our bags would be checked to our final destination. We didn't even think to question it.
Upon arrival at our connection, walking quickly to a train to our terminal for our next flight, we were made aware that gate checked bags were to be picked up plane side.
Now really rushing, I send my wife and 2 boys to our gate, while I go back to get our bags. No one there and our bags are gone.
Customer service says the bags are going to baggage claim, there (HOU) and if I went to try and get them, I would miss my flight.
So I ran to the gate and joined my family since there was nothing we could do.
We're still awaiting a phone call to inform us our bags have arrived in LAX so that I can go get them.
It's been 24 hours.
Point being, don't tell a family of 4 that your gate checked bags will be sent to your final destination if you're not absolutely sure. When traveling with young kids (4, 1 yrs old) you trust what the employees say.
Now we're without bags and have to go get them, whenever they happen to arrive.
Dustin
9 years ago
Mark L
United has taken a mediocre product, economy and come up with an even more heinous version, basic economy. Start with the already tight seats, luggage restrictions etc and turn those into no seat choice, no option to upgrade, no pre check in if you don't check a bag and you come away with the feeling you're lucky you're allowed the plane. Don't even think about basic economy and honestly consider other airlines like Southwest before taking this worst of the worst airlines. I'm not a frequent business traveler, but I've flown all over the globe on a variety of domestic and international carriers and United really does suck.
9 years ago
Mr. Tiy M. A. Fountain Freehold, NJ
United Airlines is completely focused on their global client as opposed to the average intercontinental traveler. United has limited perks from the middle class and raised prices because they claim fuel is expensive. What about the value of the customer? I have dear friends that were employed with Continental Airlines and truly regret the merger between Continental and United. Outsourcing the MIA crew to work in FLL and outsourcing to Philippines is mind boggling. Just because you're a large global airline does not mean you are the best. I would like to feel welcomed, appreciated, and not the negative energy of the frustrated employees. Upper management and Mr. Smisek you need to research why patrons and employees were so satisfied with Continental Airlines because I know I was truly happy and took pride flying them.
11 years ago
Andre V Steubenville, OH
A most unimpressive airline. I now always try to fly with non-US carriers when flying internationally because the US carriers are so inferior in almost every respect. For example, United makes you pay extra to have wine with your meal on transatlantic flights (always complementary with Air Canada and European carriers). The United MileagePlus frequent flyer program constantly gets devaluated, and it is now revenue-based. United is obviously more interested in counting its dollars earned rather than offering good service. To give them credit, however, they have recently improved the food offered in Club lounges.
11 years ago
Frances Nicolais Granada Hills, CA
Coming home from my last visit with my mom when she was alive (2013), I accepted a $500 voucher to get bumped because I knew she was going to pass soon, and I could use the voucher for my trip home for her funeral. When she passed 4 months later, I gave the United rep the info for the voucher to use for my flight, but then he charged the FULL amount on my card, and even though I discovered it within 2 days, United refused to honor the voucher. I ended up going through AmEx who did get my money back about 6 months later. Also, on both legs to and from my mom's funeral, United cancelled a leg on each portion, so I ended up rerouted to another city and driving 2 hours at 1 am, finding a 24 hours store to purchase black clothes for the funeral (luggage was getting there the next day), and getting about 4 hours sleep. Needless to say, I only fly United if there is no other choice anymore.
11 years ago
Michael Bayonne, NJ
United would have been the number 1 airline right now if all they did was go with Continental's policies when the merger happen. I can't see 2 airlines merging and going with the policies of United who was in bankrupsy instead of going with Continental's policies when they were sitting on top being the only airline not in bankrupsy after 9-11. They also placed people in positions they have no business being in, and they wonder why United is almost dead last. So many customers even left because of the way the merger went. Ask any ex-Continental customer what they think of the airline now and see what they saw. I guarentee you won't like what you hear.
11 years ago
kenSF Fremont, CA
Below average.. esp. since they dropped US Airways as a partner - fewer connecting choices. New smaller charter airline plane had oil leak, again ruining travelers plans. Stuck in San Diego, pushed back, crew said oops crew day ended so we're cancelling flight.
They put my luggage on earlier flight for some reason so stuck til next day with no luggage. Offered $200 voucher. Luggage was going to do nothing. YUP - all the reviews are correct about their crews having too much attitude. Customer Service in IAD practically looked angry I had a question, interrupting their conversation about holiday time off. Found out their answer was half=wit and wrong.
11 years ago
Kurt Kallmes Northbrook, IL
Lets face it....all USA Airlines are terrible!!!!! They charge allot for tickets, crazy money for bags, their profits are sky high and their service is the lowest!!!! Continental Airlines was the last best Airline which should have bought out United instead of the other way around. US Airways transition with American will soon prove that here in America we have terrible Airlines that have the worst customer service ever and charge to much for bags. They don't care about their customers because we now have a minimal choice when we fly in the USA. Profits are up and customer service is down down down!!!!!!!!!!!
11 years ago
Fred Robson Lancaster, OH
On a flight from Columbus to Dallas/Ft' Worth, We had to Land in Austin to wait out a storm, not enough fuel to circle for awhile.
Windows so dirty you could use a razor blade to remove dirt.
Agent in Dallas/Ft Worth was very rude to man behind me. Ranting for almost 5 minutes. ARE YOU TALKING TO ME was his main saying. I told him if he worked for me, he wouldn't be there anymore. Didn't like him yelling around me.
When getting ready to Leave Dallas/Ft. Worth for Vegas, we had to wait 40 minutes for a Co-Pilot to show up.
We had delay after delay on the entire round trip.
NEVER FLY UNITED AGAIN.
11 years ago
Giuseppe Iowa City, IA
The WORST carrier. I had many problems flying with UNITED this year: flights were cancelled, diverted, delayed, bags arrived late, personnel very unfriendly and rude. BAD customer service. Just last week my international flight was diverted, we were on the ground for more than 2 and half hours. The engines weer not working, the temperature on the plane started to raise and the personnel on board was playing with cell phones instead of offering water or any other comfort drinks or food. On top of it personnel was very rude with people on board. UNITED do you train your personnel? Dear United are you aware we have some rights as customer?
11 years ago
Sofia Damianos Hammond, IN
I stopped flying UAL many years ago and even transferred my miles elsewhere. There is zero customer service, zero humanity from most of their staff. Two years ago we decided to fly to Europe and at the last minute, our flight was switched to UAL from Lufthansa. What a huge disappointment. We were crammed in like sardines, no room to move in their seats. The worst part was to watch the guy in front of me twisted like a pretzel in his seat. He was 6'1. I'm 5'1 and based on how I felt the entire time, I can imagine what that poor soul went through. I'd rather pay triple than give UAL a penny of my money ever again. Disgusting
11 years ago
H C La Buschagne
On three flights recently we were boarded and deplaned again and again twice the aircrafts were replaced still the new ones again with mechanical problems. Flights are constantly delayed with people from connecting flights complaining about their own delays. For the international segment through United and on United we are constantly told the flights are overbooked and they are looking for volunteers to take the next flights. Yikes which next flight when your own flights are constantly delayed and changed? It is the most ridiculous experiences I ever had flying and I fly constantly Local and international. You are always told your one piece carryon luggage should go into the hull because the space inside is too small just to find that there is more than enough space. The boarding agents are the rudest and most aggressive of any airline I have travelled with. Why don't you just close down completely.
11 years ago
Jeffrey Amegod San Francisco, CA
I fly a lot for business and I am in the customer service training field. United is without comparison the worst airline I am ever in my life experience with the worst customer service possible. I have had more mechanical and maintenance issues and I've been lied to so many times by this pathetic airline. Lastly united airlines outsources everyone of the customer service phone calls for which you have to hold upwards to an hour and the ticket counter people are outsourced as well. Thanks to United Airlines I have become a truly happy customer with southwest airlines. It is a pleasure to give my business to an airline that shows that they really care about customers and excels in customer service and takes those extra steps to demonstrate that.
11 years ago
Ian Big Lake, MN
I am a 1 million miler and lifetime gold member. I fly about 60 - 100K each year. In the last 3 years the service on United has declined to the point of me being willing to sacrifice my lifetime status to try another airline. The food in economy is atrocious and unpalatable. Flight attendants generally behave like they are doing you a favor simply being on board. Amenities like pillows and blankets (slightly larger than a handkerchief) are worse than many budget airlines. Food for purchase is expensive and as disgusting as the meal service! They have also altered the frequent flier rules to make it almost impossible to attain any elite status if you fly economy. The only benefit of my gold status is being able to pick premium seating at the time of booking and priority baggage tags (which don't seem to mean anything at USA airports) and free checked bags.
11 years ago
Tina Orrell Riverside, CA
We recently went on a family vacation to Japan which began at LAX. Knowing that the lines to check in are usually long we gave ourselves plenty of time so we didn't feel rushed. Even though we waited in the Self Check In line for over 45 mins we weren't even that mad because we knew what to expect. That changed when it was my our turn. Because I checked in online I still needed to verify our passports. After entering the information for the four of us an error message popped up advising us to 'see agent'. Lucky for us there was an agent right behind the computer. Unfortunately when I asked for help she responded, "I don't work here" and continued with here tasks. I was very confused because she was assisting other guests with their bags and typing on the computer. When I asked her again she stated, "I don't work here you need to speak to an agent". By this time I'm getting a bit angry so I AGAIN asked her why she can't help me when she's standing right in front of me helping the lady to my right. That obviously upset her and she stated, "I'm outsourced so you'll need to find one of the agents in the white shirt walking around the lobby'. So now I'm less then an hour to my flight and I still haven't gone through security because I have to FIND an AGENT on my own whose someone in the lobby. So I apologized to the people around me and dragged my family in search for the mysterious AGENT in the white shirt. Thank Goodness the lady I found was nice and she walked us to the front of the line, verified my passports we were finally on our way. Our first flight to SFO was wonderful and the crew was super nice. Our second flight to KIX was even better. The only thing that saved this day was the wonderful crew and beautiful 787 Dreamliner which was such a comfortable ride. So now lets get to the trip home. We flew on Flight 35 from NRT-LAX. It was obviously a very full flight as people were filling up the boarding area. In case I didn't mention, I used to work for United for over 12 years and always recommended them to friends, family, and current coworkers because I always felt the staff was excellent. Well I was proven wrong on this flight. I offered to gate check two of my bags because I knew it was going to be tight. The agent was very nice and gracious but then we boarded the plane. The Flight Attendants NEVER SMILED which was actually brought to my attention by a fellow passenger whom I've never met before. Well the funny thing was I was shocked that even on International Flights you can't even get a WHOLE CAN of soda. I sat with my two daughters and asked for 3 Sprites to which I received 3 cups of ice and 1 can. When I asked for a second glass I was told, "we're coming back around in about 15 minutes". So naturally I gave up because I didn't want to inconvenience her. The icing on the cake came when the breakfast service came around. My husband was asked his choice and when the Flight Attendant retrieved his tray she honestly shoved in on his tray table which landed on his neighbors tray table. Fantastic Service. I hate that I have a sour taste in my mouth because I truly loved working for United but boy has times changed.
11 years ago
Jack Atlanta, GA
Their service on an international flight from Tel Aviv< srael to Newark, NJ (ewr) service was fairly good. Upon arriving at Newark I was trying to get to Florida earlier due to the Sabbath approaching and was informed it was impossible, to get onan earlier flight unsure of the reason, I understand there were seat available and had cleared customers and immigration.
Service to Miami from Newark was terrible the flight attendants acted like they were doing me a favor, because it was a late flight at 1000-1030 at night arriving in Miami at 12:15 AM.
Flight the following year to visit family in Las Vegas was air crew was courteous, but that is about all.
11 years ago
Bill Waldman Saddle Brook, NJ
United Airlines is a terrible airline. I purchased a ticket on line from EWR to LAX with a credit I had from a cancelled flight. Every thing was set or so I thought. I tried to print the boarding pass the night before but it wouldn't print so I called customer service. The CSR assured me everything was fine and that I should just go to the airport and I could print out the boarding pass when I got to the airport. When I arrived early the next day, I found a CSR to help me print it out. She printed it out and said everything was fine with my ticket. I went through security and waited at the gate for the flight to board. When my boarding number was finally called, the CSR at the gate pulled me aside and said I owed another $1,000+. They would not let me on the flight without paying same. I asked to see a supervisor and the supervisor backed up the CSR at the gate and would not let me board the plane without paying the $1,000+. No reasonable explanation has ever been given why this happened and the only compensation they have offered is a $100 credit. This is a classic bait and switch that wasted a lot of my time, caused me embarassment and also caused me to miss an important personal engagement. Anyone else out there have a similar experience? Class action?
11 years ago
Frank Waters Delray Beach, FL
As a 1.2 million miler with this airline I now find it the worst in the sky. Last Wednesday, I left my home in south Florida at 4:30 a.m. and arrived in my hotel one hour from Boston at 9:45 p.m. that night.
It started off with an engine problem in Palm Beach were we sat on the ground for more than three hours. I, like many others missed their connections in Newark and after sitting there for more than seven hours we were not even offered a meal voucher. No apologies and despicable attitude from the so called customer service personnel.
They offered nothing in compensation even though under the law one can demand the air fare back after so long a delay. GRRRRRRRRRRR!
11 years ago
MC
The services have declined throughout the years, you just don't know what to expect from flight attendants who behave more as if they are doing you a favor. 3 out of 5 flights taken they have been rude and many I've observed to "discretely" make fun of the customers when they are not english speaking . The delays appear to be now part of the norm, I am very surprised when a flight departs on time, this whole carry on baggage deal where everyone appears to have an interpretation of what carry on will fit or not. I use a Travel pro and it fits in the overhead FINE, yet Ive been bothered by gate agents, to the point where I carry pictures of my carry on inside the overhead fitting just fine not taking up any extra space. Why i continue to use them for now because its where i have my loyalty status and get certain perks, although I have to say last year I was platinum and received upgrades constantly now that I am higher level 1k upgrades suddenly have vanished, someone said to me oh depends on ticket fare class, really? how about paying over $600 for a flight to Chicago from NJ, that to me is a HIGH enough yet no upgrades although available, many on flights they don't offer any type of entertainment...Continental was a good company service was great and I felt like a valued customer. Not happening with United.
11 years ago
Barbara Bassill Milwaukee, WI
I have been flying with United for over 32 years and am a Million mile flier. In February 2015 I flew Co-Chair Swiss to Zürich from LAX and back. After 4 weeks I realized my miles for this co-chair flight had not been credited, so I called Mileage Plus. The agent assured me that within the next 4-5 weeks, my miles would be credited. I called back after 5 weeks since still ZERO miles were credited. What I found out was appalling and terrible: Swiss CHOSE to NOT credit me my miles. The agent read to me the "small print" over the phone and it stated that at "their discretion" the airline can decline crediting the miles at "any time". So I did not get my miles. THIS IS ABSOLUTELY UNACCEPTABLE. To "coax" a customer into flying with ONE airline, to stay faithful to this airline because of the miles one accumulates. To now learn that this is not happening and might not happen again is just horrible. And this needs to be changed! Sincerely, Barbara Bassill
11 years ago
Casandra Farley Mountain Home, ID
We missed two full days and a half on our Alaskan Cruise thanks to United. We had a plane break down in SF. Plenty of time to catch another to make boarding on our ship but they kept saying the plane would go. We were not the only ones their were 11 other couples who missed it as well. My husband a retired Sr.Mgst Sgt saw the seal blow out at the back door of the plane and knew it would not go. We tried to get another flight but both SF cust. svs desk had hundreds of people in line ahead of us so no way to get out in time. I was lucky enough to have cruise insurance but several others did not and they had to pay their way to catch the ship in Katakana, Alaska. We were given a $7.00 voucher for a meal at the 5 star hotel in Vancouver, That would not even cover a cup of tea. United Airline had cancelled our return flight as well even though we had paid for it. I spent the last night in Alaska on the phone with United's Cst Svs who did get us a flight home after a 3 hour phone conversation. Sucked so wrote them a letter and never got a sorry or anything. Will not fly them ever again unless I have no other options at all.
11 years ago
Jim Bresee
Virtually every change made by this airline since the Continental merger have been at the expense of their customers.
The new skinny seats they've outfitted the 737's and 319 / 320 aircraft with are extremely uncomfortable.
They've devauled the miles in the mileage plus program, and reduced virtually every benefit for being a high dollar customer.
Their phone support was outsourced, and the training of the outsourced staff is pathetic. Their answers are often wrong, and delivered in a rude and disdainful way.
I could go on, but the bottom line is this airline is competing to be the most unpleasant in the air.
Not that it matters, we've allowed the market to consolidate to the point that there is virtually no competition in air travel, so airlines can charge what they want, and treat customers like cattle.
11 years ago
Stan Pisle Emeryville, CA
Whatever you do, don't have to cancel a flight with these guys. They have rigged there policies to extract as much money from you as possible. I recently had to cancel a first class ticket at $1260. United tells you can reuse the funds for the ticket and just pay $200 change fee. What they don't' tell you till you go to book the next ticket is, that $200 dollar change fee is addition to what you already paid regardless of the money they already have. Use your funds for a cheaper or coach ticket, you still have to pay $200 cash upfront for the privilege of using your money. That's right I used my $1260 to buy a coach ticket for $640, and they wanted $200 additional so I could use my $1260. When I asked for an economy plus upgrade, I was told I'd have to pay another $179. So to go from First Class to Economy Plus Coach I had to pay $379 in addition to my $1260. That's right an economy plus coach ticket for $1260 + $379. To make the whole thing really ridiculous, the United told me they'd issue me a travel voucher form my remaining funds. 1260- $640 for my coach ticket. That's right, I got another credit for $620. So let's do good customer relations math here.
$1260 – $200 = $1060. Change fee.
$1060 – $640 = $420 Coach Ticket
$420 - $179 = $241
If they had straight forward (non-loan shark, mob rules in fine print) they would still be $241 ahead.
In the end I just changed if for another first class ticket and was only out the change fee of $200. But United is out a customer who regularly pays first class fees for most flights. I can't imagine the hell they put coach passengers through.
11 years ago
Dermot Duggan Kailua Kona, HI
Despicable way to treat a lifelong "valued customer" - Due to change of business plans I miss a leg of my flight. I'm on my way to the airport 2 days later and guess what, United have cancled the remaining leg back home I'm stuck in California trying to gat back home to my family in Hawaii. United has abandoned me and then forces me to buy another $731 ticket on the same plane I am already booked on (In first class).
On the phone to United they basically call me a cheat suggesting I was deliberately trying to find a cheaper way home (What???????) Thanks United for abandoning me, potentially placing me in danger with no way of getting home... I've spent the last 30 years working hard to be able to fly first class and this is the way I'm treated??? BE WARNED everyone.
11 years ago
Ted Scottsdale, AZ
The only flight I have had on United was from Singapore to Chicago with a stop in Tokyo. It was the worst flight in my 70+ years of flying. I was served one small snack between Singapore and Tokyo and absolutely nothing between Tokyo and Chicago. The flight attendants were rude to say the least and the plane was filthy. Overall, the flight was miserable to say the least. On my flight to Singapore (on another airline) I felt that I was in First Class, even though I was in economy. I was treated with respect, I was fed delicious food, and more food than I could eat, plus an almost endless supply of snacks and drinks. The next time I fly, no matter what, I will NOT fly on United even If there is no other airline to fly on.
11 years ago
Barbara Gibbs Murfreesboro, TN
We will nor fly United again. On a flight back from Alaska, we had a connecting flight in Chicago for our last leg back to Nashville, Tn. We only had a 35 minute layover in Chicago. Our plane circled over Chicaho for 20 minutes. When we finally landed we ran to the gate for our connecting flight to Nashville. We arrived 5 minutes before the flight was suppose to leave. The gate was closed, no attendants were there, and the plane was pulling away from the gate. We found out that while we were in the air United had reassigned us to another flight to Nashville the next morning. They sold our seats to 2 people while we were in the air circling to land. They did not offer a hotel room or anything to compensate their delay in our getting home. The clerk did say that there was a flight to Knoxville boarding at that time. So we flew into Knoxville and rented a car and drove home late that night. Our baggage did not make the flight with us, so my husband did not have his cpap machine and medicine. United sent our baggage on the flight they had reassigned for us to take the next day. The next day we returned our rental car and picked up our baggage at the airport. We will never fly United and have warned our family and friends about the NON-customer focused airlines
11 years ago
Felix Watertown, CT
In my recent experience with United I was mostly disappointed with it.
During my recent flight to San Juan for cruise, I was met with very cooperative people. They could not be more friendly & assisting.
However I had problem with flight back. Unfortunately we had medical emergency on return from cruise. My friend ended up hospitalized in San Juan. When I called to inform you that we couldn't fly out due to medical situation my agenda was quickly put on hold with promise that we could just make new arrangements when we were ready to fly. We were told that we would merely have to show that medical situation happen & would only be charged $200 change charge.. While they were quick to put my flight aside, it was quite a different story trying to make my way back to Newark.
When my friend was finally about to be released from Hospital in San Juan it was quite a different story trying to get flight back. While they were willing to 'waive' the $200 change fee, they wanted us to shell out an additional 350 per ticket. I thought this was very callous & cold approach. They made it feel like they were doing us a favor. I didn't feel like I had favor being done.
We ended up flying back with someone else. They were more understanding & very accommodating because of experience we just went through.
I cannot remember the last time I was treated so coldly & I really do not believe I would even thing of looking to United for anything in the future.
11 years ago
Vlad Mazelis Sr. Kent, WA
I'm gasping for words. First plane from LAS to SFO was two hours late (that's on a sunny, beautiful summer day throughout the USA). So I missed my connecting flight to SEA in SFO. I also missed another connecting flight in SFO, to which they had me rescheduled. Because we were stuck on the tarmac in LAS for 20 minutes before the takeoff. The reason, as the Captain announced: "We've received improper maintenance documentation, we are now waiting for correct ones". Unbelievable! In San Francisco I've reqiuested a food voucher, so reluctantly they gave me one - worth $7. What can you get for $7 in SFO? A small 6-inch cold sandwich costs $12.99 plus tax. So basically for $7 I purchased a 3-inch part of a sandwich. And I was traveling First Class! My travel from Las Vegas to Seattle took more than 12 hours. Enough said......
11 years ago
Jonathan Bolthouse Grand Rapids, MI
Every time I have flown United in recent memory, there have been horrible inconveniences caused by delays and cancellations. The planes are constantly delayed by "mechanical issues". I had a four hour gap between my airport of origin and my connecting flight from Chicago to Mexico City and I missed the flight because flight from Grand Rapids to Chicago was delayed. United schedules their routes with no room for error which inevitably leads to delays and cancellations that I have never experienced with other airlines. In my opinion, United is the worst airline in the United States. I will try to avoid United at all costs.
11 years ago
Flip Aurora, CO
Finally got to take a trip with my son to Playa del Carmen & Riviera Maya for a week. Flight hone was cancelled after 3+ hrs sitting on tarmack due to too many flight hours for the pilots. We got put up in hotel over night & told all ci stoners would get a reimbursements for cancelled flights. I missed my business meeting the next day because of this. 2 yrs later and I'm still fighting for them to honor this.
7 years ago
Jen Paxman Lehi, UT
I will never fly United again. With our credit card, United flights are one of the airlines companies that we can exchange points for miles. I have been so disappointed in their customer service, flight cancellations and delays, baggage transfers, etc. I would much rather pay an extra amount of money and fly with a different airline then to fly for free with United.
7 years ago
Timothy Timmerman Jr Katy, TX
Ever since they merged with Continental it has been worse and worse. They run this airline like a socialist country. There are no incentives to fly with them. They should lead the way as big as they are having more transparent pricing an not adding fees every time you turn around. Airline travel used to be a joy and a lot of fun, now it is everything I can do to avoid it unless necessary.
8 years ago
Paul Braudis Giddings, TX
Amazing that with all their negative press they have received United hasn't gotten the message. Our flight was a short one so they didn't have real drink service but they came around with water, WARM WATER! When I asked for cold water or I was told that was the only water they had and they were out of ice because they did not restock at the last stop!
9 years ago
Ralph Desantis Decatur, GA
The worst customers service flight delayed 5.5 hours missed on connection no one cares at United .Only horror stories from other flyers . Supervisor no help do not use this airline they are the worst. Charged me for first class flew me economy. Fighting for 6 weeks for refund. It go on and on . Please fly with other airline if you value your time.. family
10 years ago Edited September 14, 2021
Eric VanHunnik Omaha, NE
United Airlines is terrible. We are in the middle of trying to get financial reimbursement for items we had to purchase on a cruise, because we couldn't get our bags from the airport. After 4 weeks, we called United and were told they are still working on it. Today I called again, and they told me that because we're not Mileage Plus members, it would take another 4-6 weeks. If we HAD been Mileage Plus members, it would have taken a higher priority. We don't matter because we're not members. That's terrible. United is definitely not the airline it used to be.
10 years ago
Scott Wilson Sidney, MT
Some time ago, the family took a vacation from Seattle to Florida. The return flight was absolutely terrible. I had never been treated so badly in my life. When I contacted United they claimed to be having contract difficulties. I haven't flown them since. Now I have opted to give them another try. I'll update my rating when I get back. Right now they are a Zero.
11 years ago
Mitchell Millbrook, NY
I had the opportunity to fly with United to Singapore and most recently to Germany. After much thought, I decided to use a foreign carrier. I was loyal to both Continental and United. When they combined, they became no longer customer centered. Moreover, I don't particularly think they treat their pilots or flight attendants with the respect they deserve.
11 years ago
Alberto Mesones Clifton, NJ
My wife and I went to Cozumel last June. We started the trip with an announce 10 minutes before boarding time that the first officer just called sick and it will take two hours to get another officer. This mean that we were missing our connection in Houston. After a some delays and changed flights, we got to Cozumel but our luggage didn't. On our way back we also experience delays. Looks like delayed flights and misplaced luggage are very common for United Airlines. We also had a bad surprise with the fees for our luggage.
11 years ago
John Nichols Scottsdale, AZ
United formerly was our favorite airline back in the seventies. But it has gone to hell! Contrary to what you found, their treatment of passengers is adversarial. Their terminals are packed with little available seating. They cram you into airplane seats, motivating passengers to pay extra to get a half way comfortable seat and service on planes needs a lot of improvement. We will never fly United again until they improve a great deal.
11 years ago
Paul McNelis
United is getting worse and worse. Even in business class. Luggage often lost, long delays getting luggage at airports. Still not resolution of the split unions after the merger. Why is the current CEO being kept on by the board? Morale is low, service is getting worse and worse. With its unrivalled route network, this company should be leading the pack.
11 years ago
drbrender Placentia, CA
I've many airlines. My preference is business/first class. I usually fly American but to fly direct LAX-New Orleans, United was the only nonstop carrier. No champagne (which is a first class perk in every other airline I've flown). Food mediocre. Service very average. I was also not entitled to their company lounge even though I was flying first class. VERY UNIMPRESSED.
11 years ago
Sakkal danie Brooklyn, NY
we were suppose to fly with united its was the worst service , attitude and experience we ever had , no manager , no supervisor , no customer service help
they gave our place to 4 passengers that was on stand by and they told us that we were late while we were in the gates , they held the plane for 45mn to remove our luggages !!!!!!we were a party of 10 with 2 young kids
was a nightmare hope will never have to fly with them
11 years ago
G. Scarborough Sealy, TX
Get rid of UNITED and bring back CONTINENTAL !!!!!!!!!!!!!! Get rid of Jeff Smizek as CEO...... United has turned into nothing but a money grabbing company who provides very little service these days. Prices are outlandish as well as the paying for baggage !!!!!!!!!!!!!!!! Continental was twice as good of a company on its own than United ever was before or after the combining of the two.
11 years ago
Martha Calixto Madison, WI
I flew with united airline last July 1, my trip was the worst I could first pass a delay of three hours from Chicago to Houston, when it comes to Houston obviously about to lose the flight and to top it off the exit to travel to Veracruz is as far as you have walked into an airport, when he would address suffered a fall, any employee was kind enough to help me, I made a claim for its webpage and this is the date I have not received a response.
11 years ago
Beverly Brown Peoria, AZ
Was in hospital in Honolulu, missed flight, went next day and paid $1500 for ticket back to Phoenix, submitted all documentation and letter from doctor who treated me at hospital (at United's request) proving I had no choice - United would NOT refund my money! I called and talked with them, sent everything by mail and still they said the price was fair - $1500 from Oahu to Phoenix. I DON'T THINK SO!!!!!!!!!!!!!!!! Glad there are other carriers.
11 years ago
Angelo Apollos New York, NY
I've come to realize that the expectations of the travelling public in the USA are much lower so the standards of customer service and product quality are not on par with those of carriers from Europe, South East Asia or the Middle East. United (like all other US airlines) is more like a low cost carrier than a premium/full-service carrier. You get the sense that a lot more than corners have been cut.
11 years ago
Jane Burt Canton, OH
I have never been able to complete my flight home. Always out of Chicago to CAK. Plane breakdown and/or airport shutdown due to weather. When flying west it is almost impossible to avoid Chicago...especially when going to Chicago. But I keep trying. Another attempt this summer. Fingers crossed. Otherwise the planes westbound were on time and I am treated satisfactorily.
11 years ago
Jane Burt Canton, OH
In the last 4 years I flown United twice. Both times my flight out of Chicago did not make it to CAK. The first, the airplane never left Chicago and the first flight I could get was Tuesday - This was on a Friday. The second was weather related CAK was unsafe to land but flying to Pittsburgh instead of waiting for the storm to pass was not a bright move. I avoid United - I am at this point willing to pay more $$$ to avoid United.
11 years ago
