United Airlines Reviews

Following those instructions, we arrived early to allow sufficient time to arrange wheelchair assistance and speak with a customer service representative. Unfortunately, when we approached the customer service desk, the representative assisting us was neither helpful nor courteous. Although I regret that I did not note his name, he informed us that I would not be allowed to receive a gate pass. When I asked why, he stated that it was company policy and that gate passes had to be requested at least 24 hours in advance. I explained that we had specifically contacted United ahead of time and had been told to simply visit the customer service desk on the day of travel. Despite this, he refused our request and stated there was nothing he could do.

This situation caused significant and unnecessary stress for my grandmother. At 92 years old, she was understandably distressed at the thought of being escorted to her gate by a complete stranger. She became very upset and began crying because of the confusion and lack of assistance. After ensuring she was taken through TSA with wheelchair assistance, I contacted United’s customer service line. The representative I spoke with reviewed the situation and advised me to return to the desk, explaining that notes had been added to the reservation and suggesting that I speak with a different representative. Unfortunately, due to how busy the area was, I ended up speaking with the same individual again.

I informed him that customer service had added notes to the reservation, but he again refused to issue a gate pass. He was the only male representative working the baggage counter at the time; the remaining representatives were women. At that point, I requested to speak with a manager. He walked over to another employee several stations away and began discussing the situation while turned away from me. I approached and introduced myself to the employee he was speaking with, explaining that I was the customer involved and that I felt it was inappropriate and disrespectful for him to discuss me in that manner.

My primary concern throughout this process was ensuring that my 92-year-old grandmother was safely escorted to her gate, boarded her flight correctly, and received appropriate assistance. Instead, we were met with resistance, dismissiveness, and a lack of compassion. To make matters even more disappointing, my grandmother was traveling in First Class. While all customers deserve to be treated with courtesy and respect, passengers who pay a premium for enhanced service should certainly not experience this level of poor customer care.

The manager’s response was also concerning. After appearing visibly frustrated and rolling her eyes, she instructed the representative to allow me through. By the time I returned to my grandmother, she had already been taken to the gate and left there alone. Afterward, I visited the gate counter and spoke with three additional United representatives. I explained the situation and requested that notes be added to ensure that my mother would be permitted to meet my grandmother at the gate in Denver so that she could safely assist her upon arrival. Thankfully, those representatives were professional, understanding, and reassuring. They informed me that accommodating such a request would not be a problem. I explained that, given the difficulties we had experienced in Nashville, I simply wanted confirmation that my grandmother would be properly cared for.

It is unfortunate that this experience occurred at all. The behavior displayed by the customer service representative was unacceptable and caused significant and unnecessary stress for both my grandmother and I. I hope this matter is reviewed so that future passengers—especially elderly travelers requiring assistance—are treated with the respect, compassion, and professionalism they deserve. Please feel free to contact me if you have any questions or require additional information. Thank you for your time and attention to this matter.

Sincerely,

Confirmation number: **

I went back and I said, "Why don’t you help me make a new flight?" Which she then did for a flight 5 1/2 hours later. All this time the plane was still sitting with the stairs connected because it is also been delayed. Not once did she make a call or see if I could still board this plane. Her name was Vickie. I am very upset about this experience and angry at United‘s customer service. I will continue to make complaints on every platform I can but it looks like you have a number of complaints already. So maybe mine is nothing new.