United Airlines Reviews

Original Review: June 14, 2016

I booked flights with miles for my husband and son to fly to Germany to see Oma for vacation. I booked a flight for myself with the same itinerary using a credit from a very expensive flight to Helsinki that I had to cancel due to a family emergency about 10 months ago. Upon attempting to check in the night before our trip, I found I was in for a shock. Although the United website & mobile app have shown the flight I booked for tomorrow among "My Reservations" for some time and, although when booking the flight in February, 2016 using the credit from the cancelled flight and paying the change fee with my United Mileage Plus Visa credit card, I was shown a confirmation screen. I am told now that I have no ticket for my trip to Frankfurt tomorrow.

I was advised by the staff to complain to customer service that the United.com website is "misleading." I think it is actually much closer to fraud: It seems awfully convenient for United that now my original ticket credit (for a flight to Helsinki for $1558) is now expired and can't be used for my flight tomorrow, which I booked in February before it expired, or anything else. For months - since February - the flight has been listed as "Ticketed and Confirmed" among my United itineraries. Indeed, it still is.

My husband and I have been loyal to United for years, and have about 800,000 combined lifetime miles. We both have credit cards with United and although we have been flying less frequently since our son was born and have been increasingly disappointed with United's service, we have been so heavily invested with them, we've continued to fly United. I have spent a tremendous amount of time making arrangements and preparing my three-year-old for an international trip. Now I have to tell him we cannot go on our big adventure to Germany this summer after all. I am probably not supposed to use profanity on this website, but I would like to.

Finally we arrive in Athens to have no baggage. After contacting United Airlines about our missing luggage they were unable to tell me where they were and kept saying that it was not their problem but the problem of the last airline we took. United Airlines was the last airline I handed my luggage to, so how are they not responsible?! I contacted United Airlines 3 times, each time getting someone who barely spoke English to be rude and not know the whereabouts of my luggage.

I asked to speak to a supervisor and was told each time they were dealing with other customers, and I would get a call back. Still have yet to have a supervisor from United Airlines call me back. I have begun a vacation with absolutely NOTHING and United Airlines does not offer me any reimbursement to purchase basics to get through the days till I receive my luggage and that I should be contacting the last airline I flew on. Why should I be contacting them when United Airlines are the ones who have lost my luggage and caused all this aggravation? I will NEVER fly or recommend United Airlines to anyone.

Upon arrival in Dulles I approached the gate for my connecting flight to Norfolk. While waiting the gate attendant offered flight vouchers for anyone willing to give up their seat to take a later flight. As I was on no tight timeline I contacted her, discussed with her that I would rent a car and drive to Norfolk as it would take me less time than waiting for the later flight and that she could remove my name from the later flight which would open another seat should they be overbooked on that one as well.

She then approved me for the voucher, also giving me a $10 food voucher to use before I proceeded to the rental car. I was not offered a refund for the ticket that I was giving up. I proceeded to a food vendor near the exit of the airport which informed me that the voucher could not be used unless there was some other number on it. I was not overly enthused about walking through the airport to rectify this so I just told them to cancel my food order and left for the rental car.

While driving to Norfolk I contacted the United Customer Assistance as I was directed to do by the gate attendant in order to arrange for my baggage to be delivered. Once I finally made it through the automated machine I discussed the matter with a young man who then informed me that the agent who gave me the voucher had incorrectly entered the information and that if he did not intervene at this point my returning flights would be affected. I was on hold for 54 minutes (I have a screenshot on my phone from this conversation) and was told that the problem had been fixed and I should have no difficulty checking in. Also he informed me that my bags could be picked up at the United baggage claim in Norfolk and that he put a note in the system that I would be picking it up the following day.

I called the following day to ensure that my baggage was in fact at Norfolk International Airport and reached a woman who barely spoke English and gave me an international number for baggage claim which I attempted to explain to her that it was not the correct amount of numbers for a phone number which she just kept repeating the same numbers. I contacted Norfolk Airport, was transferred to your baggage clerk who was very friendly and confirmed that my luggage was there and that she had attempted to contact me to let me know it was there. My phone number is in your system. I know that because I am a loyal customer and also the customer assistance line knows it is me when I call. I assure you I had no missed calls on the day I flew.

On the day prior to my return flight I attempted to check in via the app on my iPhone and was given an error message. I called your customer support line again. The female agent I spoke to told me that I did not have a reservation. Upon further discussion I was told that I had missed my flight in Dulles and that negated my return reservations. I explained the situation and the young lady asked me for my voucher number. I read the number on my voucher assuming that she wanted to verify that I had indeed been given one. She then (as I understood it, again another not very clear English speaking agent) applied the voucher credit to purchase a return ticket. I explained to her that I was not using that for that purpose, that I had followed everything I had been told and had been assured multiple times that the problem had been fixed. I apologize for the harsh words I used at this point because I was beyond frustrated.

I had been flying this week because I had some important items to attend to. I am active duty in the military and am on humanitarian orders to take care of my mother who is currently under treatment for a serious illness. Due to the immediate nature of my orders I was forced to put my personal belongings in storage rather than move them to a permanent location. Now that my mother is stable I was able to afford 5 days to fly across the country and take care of these items. The undue stress that was added by this complete lack of competency by your staff cost me over 2 hours of waiting on the phone for assistance.

I currently do not know if voucher is even funded and to be quite honest, I don't want to call customer support again to find out because of the problems I have had this week. I am completely disappointed in the staff that attempted to fix my problem to the point that I may begin flying elsewhere. I understand that accidents and miscommunications happen but this went through two separate people that incorrectly fixed my flight information and it still required me to make another phone call when I had been assured my check in would be simple.

My credit is for the canceled tickets is $952 and the flights I want to exchange for are $700. They won't even let me use the difference to put towards the fees. They said it will be a credit for another time. How is this acceptable? It's MY MONEY, and I should be able to use it how I want. Why would I want to pay $400 to use my credits? That is just insane. The customer representative tells me I should have read the fare terms and starting talking over me. Unbelievably rude. Things come up and I don't think customers should be penalized for situations like this. United Airlines needs to be a little more compassionate for special situations and be more accommodating. I honestly do not know what I am going to do. I can't afford an additional $500, on top of the $954 I already spent on two plane tickets. Something has got to give!!!

Another situation was the following. In the morning I was thirsty and I picked up an orange juice in the kitchen near the toilet. After I drunk it, I asked the person there where I could put the glass. He didn't find a place right away and he said that I shouldn't be there and I should be sitting down in my chair. After some seconds he laughed loud. I didn't like the joke! One suggestion, the champagne should be served cold!

Another thing. Our flight was scheduled to leave at 9:55 pm and it left at 11:30 pm, so what happened was that we nearly missed our connection in Brazil. We did the check-in in Brazil with only 40 minutes prior to the flight, so we had no time to take the shuttle bus to the other terminal. We had to take a taxi and take our bags with us because the connection was about to leave. It was very stressful! The good thing was the food which was great - hot and tasty. I would like to hear from you about the things I said above. Thank you.

My wife, self-employed at the KLM check-in, did sort this out at her own check-in terminal, and it appeared that the claim of the United personnel was not right. Even after informing them about their mistake, United Amsterdam personnel continued to refuse to check them in. In order not to miss their flight, they also bought a ticket Port of Spain to Paramaribo Suriname vice versa. After that, they were allowed to check in. (Incidentally, without checking whether they had actually bought that ticket!)

We are now since the end of January working with United to claim the additional cost of the tickets to Suriname. United USA has announced not to honor the claim after sending a official claim form by mail. United Amsterdam answered 1x our several calls and my wife was nearly scolded why she had called. The seller of the conscious tickets did everything to help us out here! We are considering legal action. It is very unfairly that customers should pay for damage caused by poorly informed United staff! Keep you posted.

I patiently waited along with most of the rest of the passengers. I say most because an older Asian gentleman who probably did not understand what was going on yelled out "not going to Japan?!" when those with a final destination in Japan were called. One of the employees, the only man that was there, was not professional or courteous to this passenger, commenting "oh you better not be screaming at me".

I give credit to the woman that was attempting to help me with my flight, she was very friendly and courteous. This despite dealing with an irate passenger before me. By the time she had my information ready, there was an announcement that we were going to board after all, with a promise by the staff that those having to connect with other flights will be able to make it on.

The flight to SFO was great. The flight attendant was helpful. However, by the time we landed in SFO... I realized that I had only about 20 minutes or less to make it to my connecting flight. There was no United employee or sign indicating which way to go (I spent about 5 minutes looking for a departures chart). There was no gate assigned on my boarding pass. By the time I made it to my flight, I had ran about 15 minutes up escalators that did not work all the way to the end of another terminal. No thanks to any United employees who could not help me (one person kept thinking I was asking about a Seoul flight instead of the Narita flight I was suppose to be on).

Speaking of the Narita flight... how can United justify its prices when there is no seat back entertainment on the 747-400 on a long haul international flight? Sure, there is an option for movies and internet but that is only if you download their app before you board (convenient that the employees I bought the ticket from failed to inform me of). So for the next 9 hours or so, I was forced to keep trying to sleep (despite the fact that I had a premium economy ticket which on the Narita to LAX flight there was an abundance of entertainment options). In contrast to all my other flights... the flight attendants on this one were rude. If I had to fly from the continental US to Japan, I would probably go for Delta or another airline.

Also there were no spirits offered on board and the plane had by far the least amount of leg room for an International flight. The most recent flight I had, UA1682 from Chicago to Minneapolis, also had similar customer service experiences. Upon boarding the flight, the ticket check United employee asked me to place my 5" x 5" purse into my backpack. And I had replied that it will easily fit in my backpack and I will be sure to place it into my bag once I get to my seat. She very rudely responded, "no" and I have to put my purse into my bag now before I can board. At this point we had been traveling for 40hrs straight and it can be frustrating when you are demanded to do things that seem absolutely unnecessary and inconvenient. More so the lady was very rude about the smallest request. It made no difference for me to place my small purse into my backpack. Everything fit under my seat.

I was lucky enough to find the last spot for my roller carry on given all of the people who boarded before me when I had to stop and drop all of my bags just to put my purse inside my backpack. All in all, I have plenty more experiences, but United just does not cut it when compared to the rest of the world's airline carriers. Especially for the prices they are gauging us at.

** respond on complain. Her respond is attached below:

"Dear Mr. Entin: I'm sorry you weren't satisfied with my response. Please understand United carefully reviews its fares structure. United Airlines offers a competitive mix of fares designed to meet the various needs of our business and leisure customers. These fares range from deeply discounted fares favored by leisure travelers to unrestricted fares bearing few, if any, restrictions. Less expensive fares typically have more restrictions and less flexibility. Fares are subject to availability, and lower fares may not be available for every flight. Our published fares are not determined by distance but rather by historical sales data, available inventory, local events, and competitor pricing."

"It is not unusual for fares to fluctuate, sometimes several times in a day. United has discontinued the discount offered on fares in case of emergency (bereavement), effective March 14, 2014. Last-minute fares have generally decreased, making bereavement discounts less valuable for our customers. We look forward to welcoming you on board United to renew a positive and valued relationship."

This respond was most insulting by general unspecified description and special insulting comments that UA want to see me on board in a future after what they did to us on April 24/2016. It definitely time for US Congress to step in and put regulation on UA Airfare policy. Yefim ** - United Airline Mileage plus member since 1989.

I did hold platinum status a little over a year ago. As I left consulting and now have a job that doesn't require me to travel, I lost my status. THIS IS HOW UNITED TREATS ITS CUSTOMERS! I was never told that there are these hidden rules and fees. My receipt didn't say anything either. Why are there so many hidden fees in this so called award winning program? A brand new ticket cost is little over $100. But to change my free award ticket (Awarded because I traveled on United for so much), is now costing me way more than that. This is ridiculous and it is the worst airline I ever flew.

Our flight before that came in with about 10 minutes to spare for us to board this connecting flight. By the time we got there, people were still in line to board. However, the desk agent "removed" us from the trip. They quickly realized that this decision was a little premature so they offered us some open seat tickets. None of course were next to each other. However, this is why I spent an hour on the phone with United the night before and paying an additional charge for premium seating... to make sure we were together in case something happened with my son. I asked if they would be willing to talk to the other customers (travelers) and see if anyone would be willing to switch seats with us as it was the agent who removed us in the first place. He simply walked away. When he came back, I asked if we could resolve this. Apparently the lady next to him was already assigning the extra tickets now to someone else.

We now with no choice of our own had to wait for the next flight which I luckily had pre-booked the night before just in case we truly did miss the connection. Only because United had sent us an email that the first flight was already delayed by an hour and a half. During the process the desk agent kept talking to other people, never once apologized for the stress he was causing. He was extremely rude, and said that unless my son has a heart issue or has an oxygen tank that it wasn't his problem. When my son heard this, it immediately hit a nerve and the guilt of us having to deal with this agent in this way and the frustratingly awful customer service sent my son into a debilitating anxiety attack (looks like a seizure). Yet still the agent continued to be defensive. Not one apology, or assistance from anyone at that desk. Clearly, the trouble I had for over an hour on the phone with United the night before made no difference.

When I asked if there was someone I could speak with to get further assistance I was told "yeah, it's called online." Once we boarded, the level of professionalism was atrocious. The flight attendants could be heard talking about the men they dated, rammed the drink cart along passenger seats multiple times, could barely be bothered to actually listen to your order, forget about asking for a blanket... Thank you for your sympathy United for an already very tough situation. Oh and thanks for teaching your staff that defensive maneuvers is the way to handle things. $40 airport vouchers must have meant that this agent felt the guilt finally but it certainly doesn't resolve the implications my son had, or any of the other troubles we crossed in this entire process.

I've gone through United customer care and they only dance around my question but still cannot answer why I couldn't fly that day. The customer care rep was no help and only kept apologizing and saying they could not do anything for the money they took that day but never gave me a straight reason why. I am extremely angry with their hoops I had to jump through to even talk to someone which ended up still answerless. I still don't know why I couldn't fly that day.

They refunded me 21,000 miles and several travel certificates. I also just booked a ticket, April '16 using miles to see my elderly mother in New Jersey using miles. They charged me a $75.00 service fee to use the miles. It is unfortunate that they no longer care for the average customer and even business customers based on other reviews in this section.

In any event, I spoke to and corresponded with numerous people in Customer Service to resolve the issue. The staff was rude and dismissive. When I finally spoke to a manager they made no effort to resolve my issue and were content to lose me as a customer forever rather than do anything to try and retain my business. I was only loyal to United because of their rewards program. They stripped all the value from that program for me and so I will not be flying with them in the future. I would caution others that they should fly with ANY airline other than United. Their staff is notoriously rude, both on the ground and in the skies, and they truly do not value their relationships with customers. If you fly with United you will regret it in one form or another. Save yourself the trouble and look for other options.

AFTER WAITING FOR 50 MINUTES in a line, her answer was that United did not have any alliance with any airline that could take me back to my home, and I would have to go and find a flight myself in other airlines (she could have said that 50 minutes before so I could get a flight in another airline). I was not able to book a flight with another airline. I then asked her "What should I do, where should I sleep?"

Her answer although is correct was impressive, she said to me: "IT IS NOT MY PROBLEM..." I would expect some professionalism and manners from United personnel, but their customer service is by far the worst one I have ever experience. When I asked her why wouldn't they bring a plane from another place, she started giggling almost laughing at me, making me feel that I was saying something ridiculous. After almost two hours in the airport, I left the airport paying for my taxi, an additional hotel night, and all the food. United did not help in anything else than rescheduling my ticket for tomorrow at 1PM. I only hope I can get home tomorrow.

I was stunned when I got home and looked at my Miles Plus account. I got 760 miles credit for my leg from SEA to IAD. And 150 miles from IAD to Louisville. From Louisville to IAD I got 285 miles and 1455 miles from IAD to Seattle. I just got credit for 2,650 miles for a trip that should have given me about 8,000 miles. When I called United they said they had changed their program. It was no longer based on the number of miles that you flew but on how much you paid for a ticket. Not much of an incentive to look for a lower priced ticket and not much of an incentive to fly United. I was willing to buy miles to be able to fly business class but there was no saver seats available for the return segment.

United doesn't care about their customers. They only care about what their bean counters want. Think about it. Air miles cut. More miles need to get a reward seat and no seats available. I charged $39,000 on my Chase United Visa. Those miles are not eligible for Premier Status. I destroyed my Visa card. And I just booked flights on another airline.

While this may be strictly legal, it is unconscionable that they take a four-hour delay in London, and call it less than that because the less-than-full flight flew faster (had very few passengers and was therefore much lighter). The WAIT time was still over 3 hours (7 hours spent at the airport because I arrived at 12:00 since the stated BOARDING time was 3:05 PM – actual boarding time was after 7:00 pm). They offered me a $100 coupon! And said that the flight was not delayed the "required 180 minutes". I was offered NO meals, NO accommodation, and NO other flight. In addition, I paid $59 for a one-time Club visit because of the delay, and $82 for a full meal because of the time. (The Club does not provide full meals. People need to eat between 12:00 and meal service on the plane – such as it is.)

The only accommodation for the nuisance was that the flight attendant, despite being ordered otherwise by her superior, allowed me to have a drink without charge. United claims loyalty, loyalty, rah, rah... but doesn't seem to think that loyalty is a two-way street. I fly for business a lot, and consistently use United. I am a loyal customer. They are not a loyal business! This is not the first time I have had issues with United – cancelled flights, no warning, no accommodation and very rude counter people.

Maintenance does seem to be an issue, and that disturbs me. Why are they doing service in the morning of a flight (it must have been more than changing windshield wipers to take over 3 hours and no jetway, either, when it finally arrived, people had to lug suitcases down stairs… had to walk to the tarmac and up stairs to airplane)... when that plane is going to be flying 4000 miles across the Atlantic? That speaks of improper maintenance schedules! There's a lot of water between LHR and EWR and no lane in between!

If for no other reason than THAT, I will never fly United again. In reading others' comments here, I can say I have had similar experiences to theirs, and particularly the "little" extra charges that appear after a flight is booked and the bill printed... the total of which never matches. (I have to keep making excuses to my company when I travel because these charges are added and I am not receiving any email or confirmation until I see my VISA bill). They don't understand loyalty. They only understand $$$ and how much they can get out of the public.

One final note: For my $59 in the Club, I went to the desk several times to ask about the flight, and was told by the THREE agents sitting there, that they would announce boarding. At one point several people got up to leave, and suspecting it was my flight, I checked the board and saw the "boarding" statement, and followed the people. The agents NEVER announced the flight. Had I waited for them to do so I would have missed the flight. So much for SERVICE at $59! United's claim of Flying Friendly Skies is no longer valid. They have lost THIS supposedly-appreciated loyal customer forever.

Given the $495 cost to change was actually more than purchasing two additional tickets I asked the service agent if she felt the fees seemed criminal. She was very polite and said I only work here and do not make rules. I asked to speak to supervisor. After waiting on hold for several minutes a person came on who was not a supervisor and had no history or information regarding my call. I mentioned I was holding for supervisor. She said nothing and disconnected the call. Note: I extremely very polite with both agents as I know they are only doing their jobs. Actually I felt sorry for them as I would hate to be trapped in a job representing a company of this character.

Also, while the flight attendant was pouring my drink, she talked to me about the picture of my dog I had on my iPod, they were just a very friendly bunch. United also offers Wi-Fi on the plane if you want to pay, I did not pay, but the free part of the Wi-Fi lets you track where the plane is/how high/how fast/how far you are from your destination, and with my anxiety towards flying, especially alone, it was a big help. The only complaint about this flight is that boarding got pushed back to fix a broken seat in first class, but we still departed on time and landed a few minutes early. My flight back was with Frontier, and I will say that United was 100x better than them.

I questioned who in their right mind would pay $1,000 plus 50K awards miles for an economy seat to the States and back when I can book the same flight w/o miles for $1,090? I certainly wasn't informed of these charges. Agent wasn't even apologetic. As if he was used to this type of complaint. So I requested cancellation and credit of my miles. Crediting my awards miles back into my account came with a hefty $200 fee. I disputed it but got nowhere. 50K awards miles vanished!

Now recently I booked my 2nd awards flight to San Antonio. Using my awards should have cost me 25K (round trip), plus taxes, online booking fees (75.00), and a first baggage fee of $50.00. Yup, UA charges for one bag checked. And don't go over 50 lbs or have your credit card handy again. Now my account shows a deduction of 50K miles, twice what it should be. I created a false trip using the same parameters to confirm awards miles. Still shows it should be 12.5K each way. I imagine UA will kindly offer to sell back my miles. Bottom line is that unless you pay full fare, or purchase a 1st class ticket, you are a nobody; and using awards miles comes with hefty fees. Buyer beware.

At this point we had been us about 28-30 hours. She assured us at 8:30 am that there was NO WAY we could get home from LAX to Reno on 2-26-16. In retrospect I do not believe she put ANY effort in getting us home. There are A LOT of flights on a Friday from LAX to Reno, NV. The agent then offered us a hotel and 30.00 in food vouchers. Our house sitter had left and gone on their own trip as we were supposed to be home at 10 am.

Now United hosed us thoroughly. We were assured MANY, MANY, MANY times that if we could get home on Southwest we would be reimbursed. The agent helped us book the tickets to the tune of $512.96 for two one way tickets. We did get home at 8:00 pm to two dogs that were about to burst their bladders. When our house sitter left at 8 am (as I had texted her we were in the US again) we leave our dogs in the house. I CANNOT imagine the mess we would've had to clean up by not getting home on the 26th.

Corporate Customer Care, tells us that is not their policy. The employee does not remember us, LOL. They see thousands of people a week, we were not a horse's **, so WHY would they remember us? ** comment.

For all future encounters we will and I am telling anyone who reads this, RECORD ANYTHING THE EMPLOYEE says. It is apparent United tells its employees to lie to consumers to get us out of their hair. United is running a scam, lie and steal from its customers and then hangs the customer out to dry. I am beyond angry. We were lied to and now United refuses to reimburse us. We are out 512.96 because of United's incompetent rechecking of luggage after customs. This is the ONLY REASON we missed our flight, purely United's fault and they refuse to accept responsibility for their employees or their own incompetence. I WANT MY MONEY BACK you lying, cheating, crooks. I will not stop until we get our money back.

We've been traveling with this airline since they merged with Continental Airlines. I wish they never did as the hospitality and the loyalty mileage program was much better. We are really considering going with another airline because not only is their mileage program better but the airplanes are up to date.

I booked one more trip, and by now Expedia had divided my credit remaining into two parts; one for $60, which I was told I would lose, and the other for about $450. Then Expedia said that United would only let me book 1 more trip with the remaining $450, and if it was less, I would lose the balance. I was on the phone between Expedia and United over 10 hours over several days trying to straighten things out. Both United and Expedia have unfair and unacceptable business practices. I will never use either again, and I will tell the world as best I can to avoid them. I have all the reference numbers, flight numbers, emails at home, and will provide them if asked. I am out of town at this time.

Our departure is 9:34 PM and we made it thru the gate at 9:20 PM but the Airline closed their gate to the aircraft and didn't even wait and didn't look for us. Then we went to customer service and they said it's not their fault that we are late, so we talked to the Manager/Supervisor named Mark ** and he called himself Matthew. Mark said we could have at least make it to the gate if we're not late 15 mins and was very rude, didn't even said sorry and was comparing the system to hotel cancellation, tried to call the security to kick us out because he couldn't handle us anymore, until I said "Don't kick us out. We're not fighting with you and everybody in line was here and knows the truth." Then he told us we have to wait for our baggage for 3 hrs.

First of all, they could have wait for us for just 5 mins. before the aircraft takes off since we're already check-in and it's not our fault that we have to line up. They could have at least look for us at the airport instead being lazy in the counter. Second, he shouldn't be rude to a customer and should have said sorry instead. The empathy as a hospitality manager wasn't there. To think we've been flying for 40 hrs. And wait in line for hrs. Third, he shouldn't lie. He said everybody have cancelled their flight. Everybody was late because of the immigration and custom line. At the end, everybody (US Citizen, Transit Visitor, and Tourist) end up in customer service and have to deal with United Airlines.

Fourth, the agent who was handling us first gave us 50% discount. Then Mark decided to not give us anything because he said he's the Manager and he decides everything, they can't give the discount with all of the people who was late. But the agent slip it and gave it to us at the end because I looked at her with teary eyes. Five, it was already 10 PM and they gave us a flight at 6:45 AM. Then we have to wait for our luggage for 3 hrs. Then we have to beg for a different flight, then they gave us 8:45 AM after talking to different agents.

The agents wasn't train well to be in customer service position. The Manager doesn't know anything, he shouldn't be a Manager. All of the staff service was horrible and very rude. I bet if the aircraft crashed they wouldn't care. They couldn't even wait for 5 mins and look for the customer inside the airport. Many people was upset and couldn't do anything.

The female agent proceeded to be agitated with me, and said that my full name was not on my ticket. I offered additional ID and asked that she check my miles account to verify. I was anxious I might miss my flight home. And looked at my phone screen. She then "yelled" at me and asked if I was taking photos!? I responded "no" - that I was looking at my electronic ticket on my phone (checking the time). She then yelled "you're not allowed to take any photos!" I again stated that I was not taking photos. I don't know what that was all about... but that is NOT the customer service I'm used to on ANY airline!! And I will NEVER fly United airlines again.

I finally got a paper ticket. Only to discover she had changed my seat from a window seat to a middle seat too!! And if I had taken photos - I would've posted them here. I explained to a friend of mine what happened, and she told me I was the 3rd person this month to tell her that. So she suggested I report it. And now I see many others feel the same way! Wow. What's going on United?? Since you're NOT paying us to fly... I believe it's the other way around? Perhaps... you should change your name to "Divided" Airlines!!

The United Rep was sloppy and passive aggressive - she scrolled through available flights and even though one was available within the next 45 minutes, did nothing. It was, she said, Air Canada's fault for refusing to board me. She yelled over to a co-worker who walked me over to "Air Canada". At the Air Canada desk, the United rep and the rep from Air Canada got into a screaming match in front of me as to why I was refused to board. As the rep from Air Canada checked my status, I was shown as a "no show". But I wasn't a "no show" I was refused boarding even though the plane had not departed the terminal. It was an absolute lie. The two women, one representing United, the other representing Air Canada screamed and got violent. No one wanted to take responsibility and neither wanted to help me. They just blamed each other and I was subject to cussing and profanity as they blamed each other.

Finally I was sent back to the USA to board a flight to Frankfurt from Dulles. I would be delayed to Florence and would only get there a day later. I won't go into details about surly and hostile behavior I experienced from gate attendants and airline crew or my missing luggage and the complete ineptitude of this airline. I've since read the reviews and have found that I'm not alone and thousands of others have suffered worse situations than I have. I've suffered anxiety and sadness over this. Never again is all I can say. Shall fly Delta next time. PS the international planes were FILTHY - disgusting.

I travel frequently and United has the worst customer service of all airlines. From the rude flight attendants, to the lack of customer satisfaction and always delaying the passenger in lieu of expediting things. Everything about United is for maximizing profit at the expense of their customers. PS I spent about 1K for a first class seat and they didn't offer lunch; rather just chips and nuts like in coach.

Approximately at about 19.00 we got to the end of the runway, however, just before the start the captain announced, that the crew had exceeded the time limit that they could be on board the plane without taking off and the crew would have to leave the plane. Again, we were returned to the gate and we were informed that the flight had been cancelled (see United acknowledgment of cancelled flight UA 58) and that apparently we would fly the next day on the same plane. Then we were sent to the check-in counters at UA, where we were waiting for overbooking for the next day. It was managed after almost eight hours (in our case about 02.30 in the morning).

The following day (22 December 2015) there was the alternative flight (UA 2066), departing at 15.00 on the same plane, that was standing at the gate. After boarding, we were waiting for more than an hour for departure again listening to doubtful excuses of the crew. Finally, the captain informed us, that the plane had the same disorder as the day before and that we would have to leave the plane again and another aircraft would be provided. Thus, we finally flew on 22 December 2015 at 18:45. Due to all this events I was not able to catch the newly rebooked connecting flights from Frankfurt to Prague on 12/23 in 2015, (see United acknowledgment of delayed flight UA 2066). United provided an alternative flight for me from Prague to Frankfurt (LH 1400) at 17.20, arriving in Prague at 18.20 on 23 December 2015.

Total direct delays due to flight cancellations of UA 58 and the subsequent flight delays of UA 2066 reached about 26 hours 46 minutes. The total delay due to airline connecting flights then reached 28 hours 25 minutes. Throughout the course of solving the problem the staff showed totally unprofessional and arrogant behavior. They lied us about the reasons for flight cancellations, respectively delays. They suggested solution very indifferently, regardless of tiredness of passengers (including children) in situation lasting several hours. Until the final check-in (seven and a half hours) of flight UA 58 to flight 2066 they did not give us the slightest information about next steps, including providing information on lodging, food. On any request to speed up the process, they behaved very rudely, including yelling at passengers and including threats and subsequently calling the police.

From UA, we only received a voucher for accommodation at SFO airport, and refreshment voucher worth 21 USD per person. Neither the repeated requests (I can substantiate mail correspondence), we were not given any financial compensation, even to real food, or lost wages per working day, December 23, 2015, only electronic voucher for a discount in the event of another flight UA (valid for 1 year).

This unprecedented behavior of United Airlines to its clients unmatched by others, indeed, quality companies. Just for an example, Ryanair. Even this so-called low-cost airline company, provides for their flights and I quote: "If a flight is delayed more than three hours, the passenger is entitled to compensation in the amount of 400EUR for all flights within the EU of more than 1,500 kilometers and for all other flights between 1,500 km to 3,500 km." There is perhaps no a need to give more examples to present, that the quality of service provided by the UA is far below the level and low-cost airlines. Not only the owners and shareholders of the UA should consider these facts, but particularly passengers who are going to choose the airline company they use for their money. Passengers of UA will have to fight for their own rights in the court, as we are going to.

Our family traveled to Los Angeles for New Year's Eve and the Rose Bowl. My boys who both had recently started new jobs could only get a limited amount of time off so I flew them out on New Year's Eve to meet us for a long weekend. On a night with perfect weather conditions their flight from Minneapolis to Denver was delayed due to mechanical problems and they missed their connecting flight to Los Angeles by a few minutes. They called me very distressed because the United agent told them they couldn't fly them to Los Angeles until January 2, the day they had to return home. Our family then went online and found an American flight that would get them to Los Angeles in time to get to the Rose Bowl game on New Years.

In the aftermath I contacted United customer service, The person I told my story to on the phone said, "That's unfortunate. We have an agreement with American and should have been able to get you on that flight." They told me how to online apply for compensation, so I submitted my claim. The person who responded to my claim said they could refund the unused portion of the ticket to Los Angeles but they could not refund the flight we had purchased on our own.

So in summary on the day of the flight United was unable to get my boys where they were supposed to and said they couldn't get them there for 2 days. We were able to find a flight that salvaged part of the trip on an airline United had access to. Then they refused to reimburse me for booking the flight they should have found themselves. I am extremely disappointed in United's lack of effort in trying to get my boys where they were scheduled to be. I am also extremely disappointed in their customer services response to my request for fair compensation.

I went back upstairs and asked the lady if someone could radio the flight crew and have them grab my iPad. She told me they had no way to do that. I called Houston and also got no answer. I finally googled some United numbers, called them and was directed to the website United.com/lob to file a claim. I did so giving a very detailed description of the iPad.

United's central lost and found warehouse is in Houston. I finally got a person on the phone last week, but I'm pretty sure it was at a call center in India. I gave my case number and the gentleman told me it had been shipped and should arrive in 3 to 5 business days. I was delighted! I called back today and was told that was mistake; the iPad has not been found. I kick myself for turning it off when I was finished with it on the flight. Now "Find my iPhone" is of no use.

I understand that it's my fault for leaving the iPad, but I would think that when you realize it within 45 minutes and can tell them exactly which plane and seat pocket it is in, it wouldn't be that hard to retrieve. I didn't get any real sympathy or effort from their employees at the airport either. It's just frustrating. That's a $600 device that I'm not going to be able to replace any time soon.

I called United asking for a replacement flight, finding that the next available flight was available an entire 3 days later. Of course, I was not going to sleep in a foreign city's airport for 3 days. I asked for a refund for the latter portion of my flight, but the person I spoke to over the phone said that she could not help me; I would have to go online and fill out a petition. I filled out the petition, and all I received was a reply email providing me further steps with who to call, who to email, and more convoluted ** to reclaim a refund that I should very obviously be immediately receiving. I will never fly with United ever again, as they have conned me of at least $200.

I rang my bank who said that because I had authorised the first payment that they had used the same details to charge me again. How is it possible to charge twice when the full payment went through and 2 days later they charge me again? I have no access to money for 5 working days and today is a Friday, I will also incur charges for any direct debits that will not be able to be paid. It is an absolute farce. I can't believe that it is legal for them to do this.

United then combined the two flights in a new additional flight on 1/4/16. It could not be any clearer that the flights were undersold and United did this for their own selfish reasons. I wrote a complaint to United and they offered me $250 with no explanation as to why they cancelled the flights. What a joke, when it cost me an additional $5000 for three hotel rooms for 2 additional nights and loss of a full day of surgeries. I had to cancel the surgeries of many patients because of United. The customer service phone number routes all call overseas where the agents barely speak English and cannot do very much. This airline is by far the worst airline in USA and I would avoid them at all costs.

SO I called United again and was told my daughter would receive a refund in 5-10 biz days! Seriously, they can steal money and hold it for a few weeks? My many hours on the phone got the kids each a $100 voucher for their "inconvenience". BUT this is now 1/21 and we have no refund and today I got an e-mail that it was being sent for processing today and would take 5-10 biz days (where have I heard this before?). Can anyone spell fraud? First, I had already paid the fee. Second, my daughter was told it was $150 total and signed only one credit slip, but found TWO charges on her card. Third, the three people I spoke to said it was processed on 1/4. So kids got to spend 2 extra days with Grandma and we got ripped off for $300. Bank complaint has been filed. Figuring there is another place to file a complaint as well, as I am sure a few banking laws were violated here.

When they told me that my ORD to DFW flight is rescheduled to Jan 6th 06:00 am. I purchased another flight from American Airlines for ORD to DFW on Jan 5th 10:15 pm. It cost me $118. After all, my ORD flight is delayed again so I did not make my DFW flight on Jan 5th. Basically, I lost 37 hours because of lack of maintenance on United's old aircraft! I missed 2 days of work and important meetings, probably it will cost me thousands of dollars! It was my first experience with United Airlines. As of Company, we always fly with Virgin America or American Airlines. And, we never had such an experience like this. After all that bad experience, they sent me with $500 travel certificate? (At least I was expecting a full refund) I would like to know my rights on this kind of situations and where to apply for a refund and cost for missing work days.

We spent 4 days without clean clothes because they couldn't find our luggage, we were in Montreal dressed in Alabama clothing. 3 of us became extremely sick & spent more time in the hotel than out looking at the sights.

I filed a complaint with United Air Lines & their response didn't even have the correct flight & states they were not responsible for bad weather. Our delay was due to air traffic control concerns according to their text, not weather, yet planes kept taking off & landing all night & some were even going to our destination. This is the worse customer service & treatment of helpless stranded people I have ever seen. If you have any other airline to fly with I suggest you use it.

United has responsibility for implementing the policies that led to our family being inconvenienced and forced to endure financial hardship. Their response to our situation exhibits continued lack of responsibility and service to the people who spend hard-earned wages to travel with the company. We spent over $3000 for these tickets to get across the country and the service from start to finish was abysmal.

I arrived in Hawaii and was told my bags were still in Portland. Hawaiian requested the bags over 5 times with no response. Friday they were told that 2 bags were in Baltimore and 1 was in Denver. I did not receive my bags until Sunday. I paid almost $1,000 for this "trip". I called the United 1800 number multiple times to be on hold a collective of around 6 hours. I was told I could not be helped unless I wanted to make a new reservation (why would anyone in their right mind do that at this point), that they do not have a direct number to customer service (I left 4 voice mails), that the refund department didn't take calls and did not have a voice mailbox, as well as being hung up on after being put on hold.

I was finally contacted by a customer representative. They informed me that I would receive a full refund for my troubles. I only received a little over $200. So I contacted the refund department. After being on hold for more than 30 minutes I was informed that I would not be getting anymore than that $230 since I used part of the ticket to fly to the airport in Portland and hang out for a few hours. (The Portland airport has a nice restaurant in it.) I asked about my checked baggage fee being refunded, I was transferred to another voice mailbox. I have little faith I will get a response. Please save yourself money, time, and the hassle and book with another airline.

NO ONE would help us. The ground crew were worse than useless. The customer service was an oxymoron. We had no idea how to find the international airport. My daughter sprinted there in 15 minutes. I am a senior and made it in 30 mins. We were highly stressed, but the indifference by all staff was truly shocking. This is America's national carrier!!! What does that say? Then they lost our luggage. I have now been back in Australia for 3 days and it has not been returned!! Is this some third world airline? The flight was UA 525 Wed 6th Jan at 5.50 pm. Ticket number **. We have had no reply, but I do not expect one. Shame on you United!!

My boyfriend in PA (I live in Florida) said they called from MY PHONE and said they had it in PA and were trying to page me. Um, I went and they acted like I was crazy! They gave him a number to call and to go get it. He drove 45 minutes to the airport. They kept sending him to different lost and found places. All of which sent him somewhere else but said they saw it (I have a printed, distinctive phone case). Eventually they said call on Monday. That was Friday. I called and called. I got connected to a person in India who I told I wanted someone in Pittsburgh. She said call Monday. I went all weekend without a phone or an idea of where it was.

Today is Monday. I called after work from my house phone. I got transferred around in circles. Eventually, I was told to file a claim online, they located the employee who had the phone and called the boyfriend. They gave me his name and said he lost it. WHEN do I get a phone now? Oh, and apparently they couldn't retrieve the flight info the claims department requires because I "waited" over the weekend. No, they were closed on weekends at the number the employee gave! So I had to look all that up. ON TOP OF THAT, I was told in Newark they accidentally sold my seat twice. They had no seat for me. Then they got me a seat and there were barely any people on the plane! I had 3 seats all to myself! So why was my seat sold to someone else? Wouldn't that be an easy thing to prevent on a computer?

THEN the plane had maintenance issues but they would not let us off for 3 hours when they determined the problem's unfixable. They said they needed to find a new plane, but didn't have information on when that would happen. "Wait for further instructions". I arrived at my home at 3:00 AM instead of 10:30 PM. ON TOP OF THAT, the airport staff in Newark was horribly rude and unorganized. I waited in security after accidentally stepping past the point of no return for an hour and a half with no one directing the line. When is my phone coming or my money to buy a new one? No one knows! But they do know they had it and lost it. What did I get in return? A voucher for a cheeseburger from a fast food restaurant for $7 and an apology.

It was 11 a.m. Monday morning when my daughter and I got the last 2 stand-by tickets to Washington DC... it was pure luck, no assistance from United. I will NEVER fly United again. I don't care how much more I have to pay. This is the 2nd time this year that I have been stranded at an airport because of lack of a crew, which is a chronic problem with this airline. I'll be flying Southwest from here on out... an airline that puts a premium on customer service.

We searched the United website & there is NO COMPLAINT DEPARTMENT & we have failed to find help & advice on how to proceed. We have found nothing but negative feedback especially about United appearing to shirk their responsibilities when things go wrong. The cabin crew ranged from lovely to rude. One female crew member was incredibly angry when she tripped over my sleeping husbands leg which had crept out into the aisle.

The plane was shabby - a length of trim came off the overhead locker & a trim panel in the toilet came away completely when I pulled off a piece of toilet tissue. A large section of the plane was left without entertainment screens which could not be fixed, & I was unable to connect to the inflight entertainment even though I had downloaded their app before the flight as instructed. I will, like many others NOT fly United again unless life and limb depended on it.

The rep said 'well do you see the bag in this room?!' I said "apparently not so please track it for me because I can't find anyone to get an answer from!" She said it's not in CT and there is no further info... They both insisted we use the online tracing site & that's a gimmick BECAUSE this morning DELTA in Atl called and had her lost luggage! Yet even now the tracing info says they are still trying to locate the luggage! Oh and let's not forget they misspelled our last name which is one of the most common ones in America! Thank you Delta, shame on United for the awful service & lies.

On the 30th we called United Airlines and they said that they got a bag yesterday and they didn't moved a finger to deliver the baggage to the hotel. All day on the Dec 30th they didn't deliver a bag. My 19 month old without needed clothing, my wife without underwear and without needed clothing. We rushed to a MCO to a baggage claim dep and the guy was so rude with us. No sorry, just a rude faced old guy (So sorry for him)!!! Terrible experience. It seems that no one cares about the customers. 3 days in Orlando dealing with United Airlines and a lot of nerves. Never book a flight again with this terrible company!!! Bad experience and worst customer service!

Moreover, my luggage came back BROKEN and is no longer usable. I will have to buy a new piece of luggage - and mine was fairly new. The taxi ride from LAX was $90 (!!!) and a new piece of luggage will cost me approximately $200. Also a dog sitter cost me an additional $40. None of these expenses were expected and were due to me missing my original flight. I emailed twice, and called twice and NO one has even gotten back to me with a response. It has been 1 1/2 months! I used to love flying UA and now I'm not sure I ever will again. I certainly will not recommend this airline to anyone else. What a terrible experience.

According to the info we gathered, our plane will arrive in gate 71 and our connecting flight will be in gate 74. We figured not too far to walk since they're pretty close to each other. However, that wasn't the case, our connecting flight to Dulles changed gate to 83. By the time we landed in LAX, our connecting flight to Dulles was already boarding. Thinking soon after we get off the plane we can walk to gate 74 and we're good... but when we got there, we realized it was not the gate, they changed the gate on us to gate 83, so we had to power walk our way to gate 83. When we arrived, we told the gate personnel that we're checking in and showed her our boarding passes. She was shocked as she knew something was wrong... When she came back, they have this guy speak to us saying that our first class seats was given away.

My husband and I were treated unfairly at that moment... It was not our fault that we got held-up and we paid first class for our seats. The man that was talking to us was very dismissive and did not even acknowledge their mistake and did not even apologize. He even blamed us that we're the ones that were late and therefore, our seats were given away. We were so mad and so underserving of how we were treated. We paid first class for our tickets but was relegated to coach. We were so mad and unjustly treated. Soon after we landed in Dulles (after flying 4 1/2 hours), we went straight ahead to United's customer service and complained. The complaint was filed and they said a refund will come to us. They did the refund...yes (the difference between coach and first class); however, the mere fact of the aggravation and the unfair treatment of us at that moment, the difference was not enough to compensate the trouble they caused.

The whole flight from LAX to Dulles, my husband and I were just fuming mad and shocked at how they treat their first class customers. United just did the minimum and did not go far and beyond of what they should've done. And we're sure that those United personnel at LAX that talked to us are still happily working and figured they were just doing their jobs. They probably weren't even given a slap on the wrist. They already lost us as customers. We will NEVER NEVER EVER FLY UNITED AGAIN!!! We will just do our future flights somewhere else...

United was canceling flights or delaying flights and redirecting customers to Customer Service where they then tell you they can't help you. The line was so long with people getting very little answers. Once you speak with them they will tell you to speak with their supervisors. At one point I was asking questions with their customer service agent about solutions, she got upset with another customer and stormed off. Unprofessional. I now have been sitting on the plane for 45 min because paperwork was misplaced. You lost my service. So many ways of fixing this starting with apologies.

The manager, Alina **, refused to come out of her office after we requested her presence 3 times. Finally on the 4th request, she crawled out of her secret back room to inform us that if we wanted another flight, we'd all have to repurchase seats on a flight sometime after the 31st of December. Alina never answered our questions directly. Instead she gave us song and dance about policy while dripping with disdain for our presence at her counter. At no point would they speak to the 50+customers that had been waiting to get information for the hour we'd been standing there, forcing customers to both translate and relay information to fellow customers, myself included.

As if this is not enough, when they weren't treating us with complete disrespect they were actively ignoring our questions. We asked if our flight had been officially canceled... Silence. We asked if a new flight was being created... Silence. We asked them to make an announcement to everyone who was waiting... Silence. Grown adults giving other adults the silent treatment! Ready for the worst of it? All but 2 of the ticket agents left when the situation became difficult. A manager and 3-4 agents were hiding out of sight to avoid paying customers! Deplorable, unnerving, and completely unacceptable treatment. Never give your money to United. I know I will never again.

I'm back after three minutes of talking to a representative for United. At 1 hour and 35 minutes, the operator answered. She had a South Asian accent - difficult to understand. She wanted flight information for verification. As I'm doing this a loud repetitive tone began coming through my phone -never happened before. After this tone continued for 45-50 sec. the call CONVENIENTLY ended. Anyway, at 6:45 am we began the phone "game" with United. We were on hold anywhere from 20-54 minutes at a time as we were driving home. Finally we got in touch with a lady at around 8:30 am, who looked into the issue and immediately became apologetic. She told us that United had screwed up and never sent the information or payment to American Airlines. We were then told to call a different number and speak to a supervisor.

Upon calling and waiting another 25 minutes, the operator, who was difficult to understand due to a thick Hispanic accent, seemed confused about my situation and put me on hold for about ten minutes to see if he could "straighten it out." When he came back, I asked to speak to a supervisor. He was hesitant but he finally got her on the phone. More verification and explanation was necessary. At this point the supervisor began typing vigorously for several minutes. I felt like Greg Focker at the airport in "Meet the Parents". We decided, out of desperation, to have him board a flight with American Airlines at 11:50 from Charlotte to New York and then to Minneapolis to Bismark - 100 miles from his original final destination. This was frustrating but we accepted. In return, we received a $250 back to my credit card and a 400 mile travel credit, which would never really use.

This was inexcusable for the inconvenience, not to mention the cost of travel after landing in Bismark. Anyway, all this took place at around 10:50 am. At the same time, we had our son on the phone and he was in the American Airlines line. The supervisor gave us the flight number and ticket number. We told our son to call back when everything was taken care of. At 11:20, our son called to tell us that American Airlines did not show him for a flight. They told him to see United Airlines, because it was their issue. He spoke with United and they said to speak with American. Can you see where this is headed? That's right, another missed flight. This is the point at which I began this last 1 hr and 35 minute phone call. During this call my son is calling, angry and desperate. Also, I'm very exhausted!!!

I told him to schedule the next available flight with Delta for 8:30 am in the morning, based on internet search, not knowing where he would sleep. United has ruined our holidays and tricked us into an overpriced product that we only received a portion of at full (inflated) cost. I now owe my son $607 for the new flight and have to pay $1118 credit card balance for a ticket that was only half used due to United's admitted mistake (per the operator and supervisor for United). It's 1:39 pm now. That's seven hours for pain and disgust. I will spend more time than this making my experience known to all who care to listen and read. United has AWFUL, AWFUL, AWFUL service and professionalism! The END!

I understand that the airline cannot operate in inclement weather and I appreciate that they put safety first, but surely in an airport such as O'Hare, where this is not an uncommon occurrence, they should be better equipped to deal with all the displaced travelers. At this point I am going to have to choose whether to stay in line and find my bags or go buy new baby clothes. United Airlines please review the weather, this storm was scheduled, and staff appropriately.

Upon arriving at the hotel, I discovered that I had been given the wrong tickets - for a flight leaving at 7 pm, not 7 am. I quickly called reservations and, no surprise, the morning flight to Dulles was full. The reservations agent again gave me tickets for Washington for late morning. Scarily, upon arriving at the gate for Washington, the reservations person kept trying to send me to the gate for Dallas Texas, not Washington, Dulles.

After the first leg of the flight, I discovered that I had been flown to Reagan International, not Dulles, where the second leg of my flight had been booked! Since both tickets said Washington, I did not know that an error had been made. Furthermore, it was 40 miles and a twenty-nine dollar shuttle to the other airport, leaving about two minutes to get through homeland security and catch the second flight. In short - not possible! So I had to take the shuttle, go through homeland yet again, sit in the airport until 6 pm, and finally get home about 27 hours later than planned. The United supervisor who finally got it right was embarrassed and kept apologizing for all of the errors. The mistake was clearly mine. I should never have flown the anything-but-friendly skies! Never again. I will take a donkey cart first!

So today, December 29th at 7AM, I arrived at the IAH airport, and to my dismay, my ticket did not show up anymore on my confirmation number, my flight vanished into smoke with nothing to show for. I ask an agent to check and get a flat answer of "you are not in the system for any flight" with no explanation as to why or offering of any viable alternative. After asking several times, I finally got a confirmation for another ticket, for December 30th at 9pm. But like last time, even with confirmation, United can go back on their word and I cannot ever be sure about anything with United anymore. I had to miss 3 days of work, maybe even more, and paid for multiple cab/hotel fares to and from the airport, stressing out the whole time when continuously calling United customer service. Of the time that I get through, I got hung up once and got told that they cannot help me. I have to talk to the gate agent (who end up lying to me anyway).

What is the point of customer service when there is nothing they can ever do? Wait time is around 30 minutes to an hour and I was talked down upon. Their customer service approach this as if it is my fault the flight got cancelled instead of trying to help me get home. I have used United Airlines many times in the past but I assure you, this will be the last time I fly with United. This airline treat customer like dirt and will lie to your face.

The Southwest flight cost me $652. I paid United $1700 for the two tickets to get home, yes just to get home on United was $1700. That did not include the price to leave on the 23rd of December. I have been on the phone with United for 5 hours today to try to talk to someone about their web-based refund system that is not working. I have been transferred multiple times to wrong departments and been hung up on. I have yet to speak to someone that actually speaks clear English without an India accent. I have now been told that I never had ticket with United. And it gets better, because our original flight was with Delta and they could not get us to our destination, they booked us on United. I have wasted 5 hours of my day on United's phone and website when Delta will have to refund.

I was re-booked on a flight for the following morning at 6:00 a.m. When I checked in for that flight, I stated to the agent--"please please do not put me on this plane if my connecting flight in Denver has any chance of being cancelled. I would have stayed an extra day or two with my daughter, but I was told, "no problem, the Denver OKC connection is a GO". I boarded the flight and, of course, upon arriving in Denver was told the connecting flight was cancelled. So again, I tried to be positive. They put me on stand-by for a 2:00 p.m. flight. I thought that given the circumstances, they would do everything they could to get me on. By this time, I had taken all of the lupus medication I had with me. I informed them of this fact and that it was going to be medically difficult for me if I did not get home soon. Their response: "you want me to call the paramedics?"

As I waited to learn my fate on the 2:00 flight, I learned that not only was I not going to receive any priority treatment, but that their "Premier" customers had first pick at standby. Now, had these premium customers been among those who were de-planed the night before, I could perhaps understand their policy. However, they gave many of the standby seats to people who arrived at the gate 10 minutes before flight time, rested and refreshed. I asked to speak to a supervisor about this procedure. I was told by the very rude woman behind the counter that she was the supervisor and there was no one else at the entire Denver airport who could give this issue their attention. She told me this was a corporate policy that she had no authority to alter. So, I called the 1-800 number and after being on hold for over 30 minutes, was told this was an "airport" decision that they had no ability to alter. Inexcusable.

With few exceptions, the employees were rude and incompetent. They showed absolutely no problem solving skills and were unwilling to even try to solve what seemed to me and many others to be an inequitable and unacceptable situation with regard to the standby policy. I will be filing a complaint with the FAA. I will be lobbying for a review of United's standby policy. And, if I am not refunded my entire first class ticket amount, and my lost time at my hourly billing rate, I will be filing a lawsuit against these people. As I review the other consumer complaints, I am considering whether a class action suit is appropriate.

I will never fly this airline again--obviously. But I am not going to take this in stride. I am going to the media, and will use every available tool for registering complaints and publicizing this absurd policy, as well as the incompetence and inexcusable attitude of certain of the United employees. I am a trial attorney and I have the resources to pursue this. There are times when one must stand up and at least make an effort to bring about change. I plan to do just that.

I waited in line for half an hour before getting to the check in desk. When I got there Lori was rude and somewhere along the line she THREATENED me and said that if I kept giving her attitude she would put me on a flight tomorrow. When I asked to speak to a manager she pointed across the room and said I can go over to her. When I asked if she could bring her over here so we could all speak together she said no. Finally not wanting to keep wasting my time and realizing they wouldn't do anything as far as customer service I told her to put us on Delta's flight and I would figure everything out from there. I manage a salon, long story short if a customer gets upset I sympathize with them and solve the problem. I'm not rude and I definitely DON'T give them attitude. United needs to train its employees better. Extremely disappointed. I'll make sure to tell everyone I know not to fly this airline, and you most definitely lost a customer.

Call attempt #5 On hold for 20 minutes, just get transferred to the refund dept; on hold for another 10 minutes where the agent transfers me back to the customer service line where all they can do is transfer me back to the refund line and cannot get me to a direct agent for another 10 minute hold. Thank you for completely wasting an hour of my day. This is the WORST customer service I've experienced. I finally get an agent, try to calmly explain these issues and I try confirm that I clearly understand the next steps and she hangs up on me. Thanks KAREN for being so unhelpful. You suck United, this a horrible way to treat a customer who just wants an answer on the status of a $5,000 refund. I still have no clue when I can expect the $5K back on my card.

I offered to fly after the holidays, therefore after the blackout dates when there would be fewer people and more seats available, perhaps take a standby flight. They still refused to allow me a standby flight and kept my $532.00. It is my opinion that keeping hundreds of dollars without any compensation is heinous. I am completely outraged by the unethical policies of this company. I will never purchase another United Airlines ticket. You have lost yet another customer!

I did not upgrade and me and my wife were given separate seats at the back of the plane. I think that if you buy a ticket and it is confirmed by the airline, the passengers should be at least treated with respect and every attempt should be made to fulfill their request. Absolutely horrible customer service! I no longer plan to renew my Mileage Plus / United Visa membership and will never fly or recommend anyone to fly with this airline. Dear CEO Mr. Oscar Munoz, are you aware that you have turned United into a low class airline?

What bothers me about this is I bought a ticket in good faith that the airlines would take me to my destination. The airlines did not fulfill what they promised. If I bought a stove and the company decided to bring me a dishwasher, because that's what they had... it just doesn't work. I did file a complaint with United and was issued a $100 discount on the next United flight. Let's see, $100 less $40 for the shuttle and $5 tip, my discount is worth $55, big whoopie! Definitely not impressed. Why would I take a chance on an airlines that doesn't take me to my destination? I have lots of choices, United is off my list.

3 hours later I was told the representative who created the ticket made a mistake and that I would be refunded, but they don't know when that will happen. This is Christmas time and United is holding onto $900. I was never told sorry, but just given attitude. When I asked to please speak with her supervisor I was told that she was at the top and that I could only complain to customer/feedback. I looked on United's website and that is nowhere to be found. I remember when United was a decent company. Now they outsource their customer service, overcharge your credit card and put you on hold for hours. Horrible service. I hope they have better pilots. Never again.

Called United again speaking with heavily accent customer service woman. She put me on hold 3 times to check with supervisor. I asked about sending a confirmation letter. I was told I would be refunded 7-14 days. NO consideration. I don't have extra money to just sit on at Christmas time. No other option just wait it out. Awaiting email, will fax to bank on my own. God forbid they strike another key on the computer to send a reply to you. This company is too much. But I know several other airlines that treat their customers as if they are appreciative of their purchasing from their company.

When we finally get to the States, United says it's not their fault I missed my connection to Atlanta so they cannot reschedule me another flight. They could reschedule a flight for me to New Orleans but NOT to Atlanta?!?! I ended up paying 600 dollars to get a DIRECT flight to Atlanta since United had absolutely no care about getting me home - when they were the reason I wasn't home in the first place. First and last time riding with United.

The next day the bag was sent back to Fresno and then back to Sacramento again! Two more claims were filed over the phone to the corporate headquarters which mysteriously were never filed either! Last night we received a call that our luggage was in Durango, Colorado! Left my number with them 5 times and never got any calls back! I just called baggage services again, the 1-800 number and now the rude gentleman told me there is no claims filed and he cannot file one over the phone. Now the luggage is lost! The last time it was scanned was two days ago at 9:04 pm in Sacramento. They don't know where it is! They said they will only deliver the bag to us in a cash-on-delivery basis only after they find it and this is when I can file a claim!

I am irate! My husband's medications are in the luggage and he has gone without it for 4 days now. My baby and him have wore the same clothes for 4 days. They have two weeks left on this trip and they are miserable because of this situation. United continues to claim that the computer shows that the bag arrived with them to Sacramento which is a lie. I have spoken with at least 6 people which are all Indian which confuses me! They are rude, they talk over you and they tell us there are no supervisors to speak to and leave my number and one will call me back. I have left my number several times and have never received any calls back from any supervisor! Why are they treating us like this when it was United that caused all if this due to the lack of communication and the lack of an effective system in place.

All they had to do was leave a note on the bag to keep it in Fresno until the passenger retrieves it but instead they put lies in the database to cover their own errors and then want us to pay COD to get our luggage back or rent another car and pay for fuel to drive 5 hours round trip and lose a second day of our trip time to retrieve our needed belongings! NEVER USE OR TRUST UNITED! They do not allow any check-in bags for free. The first bag is $25 up to 50 lbs then the second bag is more expensive etc. Horrible! We have cried because of them!

This could have been avoided. When I saw that our flight was delayed in Denver, I went to your customer service desk and asked if there were alternative routes... which none could be found. So I asked if she could notify the departing flight (your flight 1035 to Quito). I assumed since we had 5 seats they might hold the plane for a few minutes. She was awesome, and called Houston to make it happen. But, apparently Houston was too busy to look at the case because they were dealing with similar, and more current cases. I guess 4 hours away is too distant a future. So she assured me they would be addressing the situation once we were in the air. Besides, should our flight not experience any further delays we might make it.

But our flight sat on the runway for 30 minutes. The flight holder puppetmasters forgot about us. And seemingly no effort was made to get us deboarded quickly despite us requesting it literally 3 times. Everyone shot out of their seats... and there was no way off the plane fast. When we got to the counter we found out our flight was just leaving. They could have held it for 10 minutes and picked up 5 passengers. So 24 hours in Houston on Christmas Eve it is. Oh and the vouchers? One meal at the hotel in the ghetto and the voucher credit was spent. Out of pocket for next 16 hours. So I am in a hotel room just sick with what has happened. I don't normally take the time to complain if I am dissatisfied... but I can't sleep anyways.

Here's the update: They gave me $500 in travel vouchers when I complained. $100 for each ticket I bought. I went to buy a ticket and they said I could only use $100 on each ticket... so I had to buy 5 tickets to use it. So I called to reason with them. The gal put me on hold for 15 minutes and then transferred and hung up on me. My opinion has gone from bad to horrible. I have no faith in this organization's ability to take care of their customers. They care so little for their customers I'm frankly amazed they don't crash more planes. Worst customer experience in my lifetime. I'll pay twice as much to ensure I never set foot on another United Airlines airplane.

Afterwards we had a local flight to catch at 6 am to Rajkot, a city in Gujarat. We had booked in a Hotel but had no clothes to change so we went out shopping for clothes and toiletries. We spent over $500 and got our luggage after 10 days and now United is saying that Air India should be held responsible? How can United blame it on Air India when luggage did not arrive on United Airlines flight? I am pissed with United and I'm going to fight it all the way to the courts. Lousiest airline to travel on. Can anybody suggest names and e-mail addresses where I can send my problems for quicker response?

Saturday, Nov. 21, 2015 at Sea-Tac airport in Seattle about 3:00pm. As we get there at the check in, the first word the United employee said was "you do not have tickets". I said we have confirmation number, passport, first and last name etc. and that is sufficient to find a passenger. He was able to locate him, and he said he spend over 10 min searching. That was not our fault and it was RUDE. He made it sound as if it was our fault.

We were already unhappy about his service, he later said we have to pay for the bag, they were not even close to the 70lbs we were told we can have. He said we will have to pay $235 for the luggage. We told him that the passenger is a staff member and United customer service told us we can have two 70lbs bags. He insisted that that wasn’t correct. Then he left for a break and he never returned, over 40 mins wasted. Another United employee help us move around some items between the bags and were able to lower the fee to $135 for the second bag. Never Ever Fly with UNITED.

In the meanwhile, the price on the ticket had gone up $100+ more per ticket. I contacted United customer service & all they can say is that I have to book the flight at the current price & the best they might do afterward would be to issue me a voucher for future travel. Never apologize nor admit responsibility of their screw up. Luckily it was early enough that I found alternative airlines & pay approximately the original amount. Another scam to mess up your reservation so you have to pay a higher price at the end. Never trust United Airline again. Once I use up the mileage, I will cancel the credit card too.

Now my miles were to expire in 8/31/2015, and I flew to Honolulu on 7/31/2015, with a Star Alliance member Hawaiian Airlines. I had called customer service and it was United Airlines that told me to use my UA frequent flyer number, and that would keep my miles from expiring on August. I did that, and I do have my boarding pass with my UA frequent flyer number printed on it. Yet, no credit was posted to my account. I called several times, before 8/31/2015, and they always told me that it could take up to 6 weeks for those to post to my account, and that I had nothing to worry about.

Today they told me that my balance is 0, all my miles expired in 8/31/2015 and they are sorry for the inconvenience but there is nothing they can do to reinstate them! They told me I can pay $700 to get my miles reinstated! This is outrageous and I can't believe that it is allowed by law! This company has no right to do this to passengers. I am filing complaints to the BBB and to the Department of Transportation. The same had happened in February with my son, and last year with my daughter. I was sure I would not let this happen also to my miles, but sure thing, they did the same thing!

They tell me that in order for the Star Alliance flight (Hawaiian Airlines) to be valid, I would have to have had also a connection flight with United Airlines on the same trip. There are many wrong things with this. First one they were the ones that told me about this option. They were the ones that told me that flying with a member of Star Alliance would be the same as flying United, and the miles would count as activity and keep my miles active. Now they say they are sorry somebody gave me the wrong information, but there is nothing they can do, and I have to pay $700 to get my hard earned miles back!

Outrageous. Also, what sense would it make to have a Star Alliance if you still have to fly United within the same trip? In that case I would just automatically have my miles, if I was flying United. This was given me as an alternative option, when you cannot fly United (because United does not offer flights between Maui and Honolulu), they were the ones who told me all this, before the miles expired! I told them I would do whatever it takes to keep them active. This was they told me I could do! And now they say sorry, that is not the case, please pay $700 for your miles now!

Unbelievably dishonest company, with horrible customer service, made to frustrate you. Impossible to reach anyone in the USA, and from the Philippines they always say the same thing, which I believe they are reading from a script, and it's like a broken record. No matter what you say or what you ask, they always say I am sorry for the inconvenience but there is nothing we can do to reinstate your miles, unless you pay $700.00. The company hides behind these call centers and you can't even talk with anyone that would be there to help you. Horrible. If I had money, I would hire a lawyer. I will never, ever fly United again, not only because there is nothing good about this company, but also as a form of protest.

Well we sat on the plane for 1 1/2 hours only to find out the local ground crew was disputing taking our baggage off the old plane and putting on the new-- some union issue with Continental and United crews. Awesome. I missed my third flight of day and the gentlemen sitting beside me was at risk of missing the last flight to Ecuador to bury his 15 year daughter who had died and might not get another flight for a few days.

When we finally arrived in Houston 9 hours later there was no one to meet us or assist us in any way. We were in Terminal C and the only United customer service was in Terminal E so all of us proceeded to try and find where that was and hopefully get connecting flights. Once at customer service the lineup was at least 400 people long (I have a video and pics to prove it) and it took 3 hours to get to see anyone from United. Loved standing in line and hearing all the complaints about United and how so many planes had "mechanical issues" that day.

Well at 11:50 P.M. now over 12 hours after I was supposed to be at my final destination I was told the last flight had been at 9:05p.m. and I would have to stay overnight to get a connecting flight. I was provided a $50 hotel voucher which I don't believe anywhere in the world you could find a hotel for unless infested with cockroaches and to be back at 5 a.m. to get a flight now to McAllen airport for the 4th time. How was I supposed to find a cab and a hotel in a strange city I have never been to and be back in 4 hours. On top of it all the customer service people were rude being frustrated at the long lineups of disgruntled travellers they had to deal with and even commented they don't get paid enough to deal with this **.

So I slept in the airport after asking to ensure my baggage would accommodate me. I was assured it would be on my flight. At 5:00a.m. I again went to customer service and asked to check to see if my bags would be on the flight. Again assured they would. Now guess what? This flight was delayed due to mechanical problems and would be an hour late . Finally I was on my last leg of the journey but you guessed it -- got there and no bag and was told it was at my first destination still, but they would get to me by the next day. When I told them I was going to a Ranch 2 hours away no one seemed to care about my bag and didn't even know if it could be brought there. So all my bags were now missing with all my belongings.

The people who came to pick me up decided it would be better to drive the 1 1/2 hours to the other airport to get the bag than risk United screwing that up too. So we went 1 1/2 hours each way and then 2 hours to the ranch and finally arrived 30 hours late for a one week vacation. I have tried over the last 2 weeks calling United 8 times to complain and they even provided me a complaint number but no one will advise why they cannot provide me any compensation for my costs and day and a half lost vacation. NEVER will I fly United again and strongly recommend the same for anyone who will listen.

Since United has only one flight a week to our final destination I would have expected someone would have checked to see that we were in fact on the flight - along with 3 other people - that the flight had been delayed and that we would be landing shortly...and to hold the flight!! 10 minutes! Customer service reps in Houston were great and were feeling our pain. They set us up on a flight to San Salvador, comped us a room for the night and got us on a flight with a different airline to our final destination.

While on the plane I could see them loading the luggage, saw our bags and then saw our bags put back on the cart and taken away...not put on the plane with us!!! So we missed a day & night at our rental--at $200 a day--and here we are 4 days later with no luggage! There wasn't even a representative for United at the airport when we arrived or the next day. No one can tell me where my luggage is or if I'll get it while I'm here. I spent thousands of dollars on this vacation and United has truly tainted the experience. I would recommend using another airline if you are traveling.

I live 35 minutes away and was not fully packed but somehow through things together called a cab (daughter was originally driving me) out $50. They promised and I made them promise they would email me the confirmation within 10 minutes. Of course no confirmation came. Arrived at airport and of course no such reservation made... Needless to say I ended up having to a complete dog run all the way to Dallas with minutes to spare running through airport...Missed my ride from Phoenix airport ...another $50 forgot half my stuff at home... So much stress and running around sorting things out...JUST NOT WORTH IT.. I promise and I mean promise I will never again fly with United... I will take a camel before that ever happens.

Oh and they suggest you contact them for reimbursement on cabs etc. Don't bother after several other incidents I tried, they send a stock sorry email period. I might add that I am a world traveler. I have flown with airlines from places all over the world and would vote this airline the number one worst airline in the world.

We told her we didn't expect the delay because we were not notified via email or text message even though when we checked in I provided the information. After awhile she said she can book us on a flight with American Airlines flight 1054 departing at 8:55 am, landing at 10 am. She checked us in for the next flight. When asked, she said she could not notify them that we would landing close to departure at 10:30. We boarded AA and they delayed their take off. We couldn't get off because the door was already closed and so we just flew to Houston. We missed our flight to BZE. We went to the United service counter where we were told she couldn't do anything about it because the flight was booked with rewards and that I needed to call United.

After calling my credit card, they informed me that it was actually not booked through rewards so United would be able to assist. We went back to the counter for help but was told "This is not how you'll get to BZE. You need to call United." Unhappy that she refused to help, we called United with the number she provided but was on hold for 30 mins. and then were told we had reached the wrong number, we would have to be transferred to international. After another long hold, we were told "There's nothing we could do because the next day's flight to BZE was fully booked". Frustrated at United, we just took a taxi to Hobby and booked a flight with Southwest.

I complained that it was a long drive and my sister already lost almost an hour calling us home and our travel time going back to the airport. The staff then told us that she should be leaving now. Told him "How?" We can't make it in time if we drive our sister there (since we're also not familiar with the way going there). He then told us that he told my sister that she could take a cab at the expense of United. I asked my sister if she was told about that which she said no. To make the long story short, though there were wasted time, she was then given a free ride via a private car going to Dulles and she was able to make her flight with a better schedule because instead of having a connecting flight in Chicago then Japan then Manila, she was now given a BWI-Tokyo-Manila flight. Though we're happy with the result, we're still not happy with the fact that their flight was DELAYED AGAIN and that communication about the ride wasn't clear.

It is a very TACTICAL way for you to TRICK AND FOOL people into buying an ECONOMY SEAT AT A HIGHER PRICE and then charging an ADDITIONAL CHARGE FOR COMFORT SEATS which they thought was included in the economy (flexible) ticket price. And the additional charge does not even show up in the total price of the receipt -- it's a footnote on the receipt -- something which could easily be missed, which again is a strategic way of tricking and fooling your customers into paying more than they intended to!

I urge you to change the set-up of your website! You should have transparency as a courtesy to your customers, not this absurd way of sneaking a charge out of your paying customers! I want my money back please! For the $109.00 charge that in my mind you wisely stole from me. Thank you very much! Also, when I was speaking to one of your representatives they hung up the phone. Really nice customer care you have United.

I used one of the Certificates to get a flight for my friend to see us back home and was planning to use the other two certificates to fly family over to see their new niece and nephew. However, when I called to use the certificates in July of this year, I was told a number of different things and sent to a number of different departments (refunds, customer services, England, U.S.). I heard everything from - "The certificates weren't valid" (which I can't understand because I used one) to "Yes, you are due refunds/certificates here and you will have them by Monday". I have been told several times that someone will get back to me with an answer and still now after four months of chasing and two years since cancellation, I have no answer.

The certificates were valid as I used one of them, but now they have gone past their end date because I could not get an answer. Has anyone else had an experience like this? Is there anything I can do? I mean, it's not like we cancelled for a silly reason. My husband's mother died and now we're out nearly $1000 dollars! Thanks in advance for any help you may have!

Anyway, I thought "ok she was just having a bad day," but it was the same experience on the return flight with numerous flight attendants. I've never had such poor customer service. A smile is contagious, let's all try and remember that!! Props to Southwest, I take frequent trips to SD and Colorado, short 2 hours, and those flight attendants are always funny on the intercom and ask me 5 x or more if I need anything.

5. Lack of communication Flying to Newark from San Juan we had to change planes with 1 hour layover to Las Vegas there was a gate change which no one told the passengers and the departure board was not updated. After we noticed no United employees at the gate did we track someone down and asked what was going on and was told that gate was changed and the departure board had not been updated. We went from hour layover to 10 minutes we had to run (I have a very injured knee) not just few gates down,but to another terminal barely making the flight. I asked the gate attendant why this was not communicated with passengers either on the flight or on the departure board I was given a smug answer that things happen. REALLY!

6. Flight Attendants Very rude, barking at passengers, non-helpful and once again other than how much everything cost on the flight, very little communication. We were still on the ground and a foreign passenger pushed the attendant bell and the flight attendant (wished I got her name but it was flight UA 1460) chewed her out and said not push the bell unless it is an emergency. I thought that was what the call light l was for. The passenger tried to explain in broken English that she didn't understand the attendant walked away. When beverages were served I asked for a soda and glass of water. The nasty attendant I mentioned earlier brought me the soda and said also "When you have time I need a glass of water."

Attendant barked that she only had two hands and I should learn to wait. REALLY! Later in the flight my husband went to use the restroom to take his much needed medication and asked the attendants in the galley (standing around talking) if he could get a glass of water?? You guessed it, the nasty attendant said to my husband "you should have gotten the water when the cart went around" in which my husband replied "I didn't need the water then so can I have a glass of water or not?" The other attendant accommodated his request.

7. THE LAS STRAW. Our flight to Las Vegas was half full and we noticed that in the economy section there was about 5 rows empty. My husband and I was very camped in our 3 seat row with a very tall gentleman (poor guy) so as we have done and been accommodated in the past I asked if we could spread out for a little more comfort. I can't believe what came out of the attendant's mouth. She said that if my husband and I wanted to pay additional $50 each we can move. I said "I'm not talking of the exit rows. (which were empty too) just the other rows that are the same size as ours but an extra empty seat would give us a little more room to breathe." I was told NO! REALLY! Later in the flight I notice other passengers didn't asked just moved to the empty rows I guess that was my reward by trying to do the right thing by asking first.

In closing, my experience with United as an industry is more interested in the bottom line than their passengers comfort and safety. I know I'm not first one to complain about this airline and I will bet I will not be the last.. UNITED IS THE MOST UNFRIENDLY SKIES I KNOW. I will be flying Southwest or Jet Blue from now on and if either airline do not fly in where I want to go and I can't find another airline, I just won't go. UNITED GET A CLUE OR YOU WILL BE OUT OF BUSINESS VERY SOON!

I asked for a reason. By this time at least 5-6 passengers checked in and I was in group 5 (last group). By this time it was clear that this behavior of Ms. Rachel was implied discrimination because I wear turban. I felt helpless and I asked Rachel to write her name and call her supervisor. Rachel declined to write her name and said "I told you my name and that should be enough". Hence I took the video of the bag being fit in the measurement frame so I could share that with respective authorities. While I was doing that, Rachel called for emergency and police.

This is the worst experience I have ever had at any of the airports with any airlines in past 20 years. After 10 minutes, police officer showed up and I explained him the situation. While all this was going on Supervisor Mr. Robin ** (Airport Operations Supervisor) showed up. While I was trying to explain him, he was concerned about my tone and eventually he had no answer as why I was told that I cannot take my carry on bag on board and there was no apology. He had no empathy whatsoever and when I asked for the Airport Manager, he told me that Airport Manager is not in and he is filling for him.

In all this, I was asked by the officer if I wish to pursue this or I wish to board the flight and I chose to gather all the relevant information to share with relevant authorities. In process of talking to the officer and. Mr. ** I had to miss my flight. I was then booked me on the next flight (Alaska Airlines, Flight 318 Y). I sent an email to United CEO. After all this I got a call from Teresa from Customer Care Executive Service Team telling me there was nothing wrong in what happened and United will not apologize.

Needless to say, they had an infant with the group and as was walking the airport to keep the baby, I could hear the attendant at the counter yelling so loud at my family that I finally had enough that I went and asked her to stop yelling and she did not bat an eye, continued to yell. Needless to say, they missed their flight because of the disgusting service. No baggage, a 17 month baby, and elderly lady that was without medication sat in Omaha until 6:30 pm. They were expected in Dublin, Ireland late Monday night but because of the disgusting service, they will arrive in Dublin on Wednesday. We had very memorable time and a warm welcome from my small town I live in but I know this experience with United Airlines Customer Service in Omaha overshadowed the experience they had while visiting.

I'm so disgusted and embarrassed by this airline that I will never use them or recommend them. I will gladly pay extra to avoid United Airlines. United Airlines need to train customer service how to accommodate customers, not yell at them. And make sure they do not miss their flight, especially when they were 1:45 hrs early. Customer made them miss their flight and I totally believe the lady that was yelling so much did this on purpose. NEVER FLY UNITED AIRLINES.

Immediately, I called UNITED because EXPEDIA will not/cannot help you with airline re-scheduling. After 4 phone calls with agents in various nations that would not help me from their varied call centers, I was hung up on, put on hold for over 30 minutes, and told there was nothing I could do but re-purchase all the business class flights again. FINALLY, my 5th call, I contacted a CHICAGO agent named Vicki. She reinstated all of the flights and tried to get me a credit for the flight he flew the day earlier. It could not be done ONLY because I used EXPEDIA. She told me to be sure to book flights through the airline directly because the online booking .coms are in competition with the airlines and they will always match the price and give better customer service if you go directly through them. Never again - United direct service is the way to go! Thanks Vicki!!! If you can get through the other foreign call centers to an AMERICAN agent. :-)

Made to the gate for Denver flight but agents had no idea how to process my change even though they could see me on the flight. They were so concerned with on-time departure they said "get on and find a seat." When I got on the EWR to DEN flight I was NOT in economy plus but stuffed in the back. In my seat I paid for the entertainment and found the device that changes the channels was not working. Stewardesses said this is a known issue and I heard 3 other passengers complain about the same issue. When I went to the bathroom the faucet was inoperable so I was unable to wash my hands. This was another equipment failure that was KNOWN to the crew. Why do you continue to operate in this manner? You are profitable, give a little to your 2 million mile passengers. I paid about $1000 for this ticket and was treated worse than a cow.

I call back spoke to a manager by the name of Critike which I think the name is not correct but he claim that is nothing United Airline can't do. He said state people need not to travel with computers or no electronic item. That is too big. I really thought he were crazy because today everyone travel with their laptop for business. I need for United Airlines to paid me back for my laptop. The value is 2199.00 and they just don't care so I thinking it should be big space in the plane.

Please help. I cannot do my homework. I do not have any other means but to go to some house. It's not fair. On top of that the supervisor closed the phone while I were speaking to him. The reference number given to me **. On top of that I received two text with different reference **. I need to go back and re-submit it. I got the image but my phone is not working in this location. My flight number is ** from IDA-RIC leaving at 9:40pm.

I think it stinks that they put in big letters, "One Free Bag" if you have this card. Didn't even notice the asterisk because it was small. Go read the fine print at the bottom and sure enough that's what it says in 4 point font. Garbage. So I canceled the card. Even that guy didn't care or say anything to try and persuade me to stay. I will never fly United again, EVER! Tired of the employees sounding grouchy and the nickel and diming fees for anything and everything. I hope United goes under! Loved them when they were Continental and will fly Southwest from now on.

Original Review: Oct. 26, 2015

Yesterday (2015-10-25), I called United Airlines customer service (1-800-864-8331) to refund my mother's flight ticket (purchased with award miles). The representative, Janet **, confirmed the transaction, charged $200 on my father's debit card, and we received the confirmation email saying, "Sun., Oct. 25, 2015/Visa 4271 was charged 200.00 USD for the following: MileagePlus Redeposit Fee / EDD **". Finally, I asked her when we should expect the award miles go back to my mother's account, Janet asked me to wait (10 minute, and asked me to wait another 10 minutes), then told me she cannot refund it because it is part of the round trip itinerary. I asked her where I can find this refund restriction, Janet asked me to wait again (another 15 minutes) and cannot tell me.

So Janet transfer me to her supervisor, Violeta **, she showed me a web page saying the ticket has to be unused. The ticket is not used and the rule doesn't say roundtrip, and why we can get the confirmation email if it is not allowed, Violeta hung up arbitrarily while I was explaining the above reasons to her. It is unbelievable that UA's customer service supervisor hang up on customer. I called again and another representative, Lyn (who refused to give me her last name), answered my call. I explained the above situation to her and asked to speak to Violeta.

Lyn said she cannot transfer me to a particular person, but she can transfer me to that department. I said OK and Lyn transferred me to some line that has non-English greetings. I waited for 1 hour and had to give up. My father's debit card is still charged with $200 dollars and the award miles is not refunded to my mom's account. I cannot believe a big company like United Airlines treats its customers this way and steal 35,000 award mileage plus 200 dollar from my parents.

As soon, and I mean AS SOON as my butt hits the chair, two older passengers follow suit to the back... With the seatbelt sign on. I thought about warning them, but figured they would be told the same. Surprisingly, they were cheerily allowed to both use the available restrooms with not so much as a flinch from that woman. It was seriously within seconds of turning me away. May I ask WHY???!!!

Why was I not allowed? Oh, because I'm young and the geriatric flight attendant is secretly hateful because her youth has left her far behind in the dust and all the power she has left in this world is to be a vigilant bathroom guard!? Yielding her power over those she deems fit, and not treating every passenger with respect? I may look like I'm under 20, but I'm well into my 30's and flown countless times all over the globe. I know how we should all be treated. Fairly and compassionately and without judgement but I felt every bit of judgement from that bitter old flight attendant.

Sorry you can't retire and this is the most you can get out of life... I've worked customer service before. It's good to NOT take your worldly grievances out on innocent unsuspecting passengers who already get nickeled and dimed to death for this greyhound bus in the sky. Just know I won't forget! I created an account just to review this bitter old hag and the company that keeps such a tender hearted employee on staff. Simply amazing. I could never get away with such bitterness and resentment in any customer service setting. Absolutely despicable. Disgusting even. I can't wait for this flight to be OVER. Such a terrible experience. Terrible woman with hate in her heart for the contemptible youth of the world! Screw you and United.

Coming back I asked the agent about a chair to take me to my connection she said I was all set. Got to that stop there was one chair I asked if it was for me. Sat down and the lady said I wasn't on the list. I told them I asked before boarding the plane. Reluctantly took me to where I could get a electric car to take me to my gate. They were already boarding my plane. Got on economy plus seat did have more legroom but the seat was very uncomfortable. A lot of people were saying how bad the seats were. The service on that plane was worse than the first one. They were very rude. I was glad to get off the plane. I will never fly United again.

So, my traveled miles weren't applied even with my credit card using my married name and not one supervisor was able to apply my traveled miles because they didn't have my married name on file even though they took my money and my card that is hyphenated with my original mileage name! Never ever again. It is without hesitation that I NEVER will ever refer this airline to anyone.

On the day of the flight back we found out that our flight was canceled (we did not receive any notice in advance). We had to wait a few more hours with all the kids until they transported us to Lufthansa with a 7 hour wait in Frankfurt! Delaying our arrival to Tel Aviv by 8 hours! All this with 4 tired (from the long journey) toddlers. We were not informed of the reason the flight was canceled. Needless to say that after all the discomfort United Airlines put us through they should have at least made sure we receive the same benefits we were promised in advance. You can imagine our surprise and dismay when Lufthansa informed us there are no bassinets available on the flight and also the Kosher meals we ordered are non-existent. We knew the journey would be a challenge to start with but the total disregard of our requests, the mistakes made by United Airlines and the negligence regarding the mistakes that were made caused this trip to be a total disaster!

After getting to Newark, I waited over 2.5 hours just to talk to customer service in the middle of the night. When I was finally able to talk to somebody, I was told that I need to wait 24 hours for my next flight and they won't pay for my hotel or food. Obviously I know your airlines are responsible for it and when I expressed my disapproval, your agent/staff threw a ticket in my face, saying he won't help me! I have flown a lot and I've never had such as horrible experience, where all the staff were rude and legitimately aggressive to me and my fellow passengers. At one point we waited for over an hour for a supervisor, who in the end just didn't show up. So with no place to go, thanks to your staff not wanting to help me pay for a hotel, I had to spend over 24 hours stranded at the airport! So again, it was the worst trip of my life and I don't know how you are still operating when you're treating customers that way.

What I went through while flying with you has put me off flying with you ever again. I already told my secretary that I WON'T EVER FLY WITH YOU! Having a broken plane is one thing, but from the aggressive staff, to not paying for a hotel or food, all while making someone wait 24 hours for their flight - this is something I find absolutely disgusting. I am honestly considering a civil suit against you because of the trauma you gave me!

They gave us options: Late flight afternoon from SNA, CA landed in JFK, NY. Connected at different airport before arriving to JFK. Coach classes. No refund the difference in money. Late flight afternoon from SNA, CA landed in Newark, New Jersey at 1:30 am. Then walk inside terminals in Newark, NJ to catch American Airlines. Then catch the shuttle/bus/taxi to go to NY??? If we need flight, pay more money. Lifetime vacation with a frail 75-year-old mother and we don't know anything about New Jersey.

We spent the next 40 minutes fighting with UA employee. Finally with a long line that was growing behind us, they offered: LAX in the next hour to JFK 1st class. Free shuttle. It took 40 minutes to fight, not talk, just fight, to get 1st class tickets for a lifetime vacation you pay one month in advance for United Airline. And, you respect them showing up 2 1/2 hrs before departure. Long line in LAX. Drag my old mom into the angry crowd at security checkpoints. Comfort her and hope she is ok. Return from Reagan National Airport DCA. Weather was very good and cold. Excellent visibility. No announcement of flight delay caused by weather. Showed up 2 1/2 hrs before departure. Wait in line. Another delay. Overselling tickets. She asked: "Is there anyone who volunteer to give up your seat for the next flight please see me." All carry-ons must be checked in because spaces were small.

Passengers lined up to check in carry on. And wait for someone to give up seat. Flight was behind schedule and a domino effect started. Touched down at IAH (Houston Texas) 1/2 hour behind schedule. Terminal B. It took almost 1/2 hr to taxi and find parking for the airplane. Then time to unload passengers. Run to retrieve our carry on knowing that we were late for connected flights. We hoped UA would rearrange the next flight asap. Running from Terminal B to Terminal C with a frail elderly, it required a good pair of legs, a good working heart and a pair of good lungs. Maybe for me, but not for her. Once we were at our gate in Terminal C and saw our plane was still there with door still opened, we showed the tickets to UA female employee at the gate and asked her to let us board the plane.

"No. But you need to sit down and we will let you in after 30 minutes." Flight was already behind schedule. We asked the UA employee next gate, she said, "Mechanical problem. Engineer checking right now. Just wait they will let you in." We sat down and wait. After 30 minutes, the plane moved away and headed to runway. We asked why. She said: "It is your fault. There is nothing we can do about it. I cannot help you. Call your travel agent." "Why didn't you help us at the beginning instead of making us wait for 30 min? You promised you let us in!" "We don't promise anything." Several customers stepped in to intervene and asked her to help us. UNBELIEVABLE!!! (There are good people who were willing to jump in fighting for us. God bless you!)

Reluctantly, she said the next flight is around 4:20 pm. Dragging my frail mother running from Terminal C to Terminal E. Probably more than 2 miles running by foot. She tripped several times. Fainted and exhausted. At Terminal E, gate closed. Boarding time for flight at 4:14 pm was closed. Another flight at 5:20 pm. Wait with angry crowd. I just prayed she would not pass out or have a sudden heart attack. No First Class seat available. Coach only. No refund for the difference. No apology. No water for mom, very thirsty.

Another announcement: "Is there any passenger willing to give up your seat please stand on this side." Overselling tickets again. Wait again. After boarding and everyone sat down, we asked couple times for water. There, water. Drink it slow mom. We be home soon. Then, time to eat. "Honey, I am hungry. I like the foods they serve us in First Class section. Can you ask her for me? We paid very expensive tickets for vacation." Why not, mom? You deserve it. After all, we only want a good lifetime vacation for her. That UA flight attendant came with a loud voice: "You don't get to have this foods because you sit in coach class. You must pay for the meal because it is First Class meals." Poor mom, she did not even touch the snack they handed to her. Poor sister at home, constantly on the phone with UA agents to make sure we are ok. We landed in SNA, CA at 7:40 pm. Original arrival was 4:01 pm. More than 3 1/2 hours late.

It took us several weeks to file complaints, to talk/explain with more than 3 UA reps. Finally heading to Ms. C ** at UA Corporate Customer Service. "We issued 2 vouchers value at $125/person. You must flight with UA to redeem the vouchers. We don't return your money. As long as we give you Coach Class, that is all you have. We released ourselves from liability." She denied all the wrong doings of United Airlines and refused to apologize.

I would like to ask all passengers who purchased flights and services from United Airline and affected by these unfair practices, bad treatments and mafia-like business to bring your cases to FAA (Federal Aviation Administration), NTSB (National Transportation Safety Board) and DOT (Department of Transportation). Please file complaints and demand for compensation. Also, please complain with them about overselling seats/tickets. Please contact your local Congressmen and women to reinstate anti-trust laws. The space is for all eligible airlines and no one has the rights to dominate certain areas or flight paths. All of us lost our money and respects. No problem, But don't give up. Even if you don't get money back. I asks all passengers whose flights and services were affected by UA please bring this corporate to its knees in class action suit. And don't forget to reinstate anti-trust laws that every American needs.

My family made every effort to get up at 3:00 am to get to the airport early only to have a very inadequate flight crew come sauntering in late seemingly without a care in the world. The flight attendant giggled the whole time she made her announcements. They certainly never apologized for the delay. When we landed, we had only a few minutes to make the final boarding. No one at the gate offered to call ahead to let the connecting flight attendants know we were coming. We had to run a mile from one gate to the next in which my daughter twisted her ankle getting to the next gate. Her ankle was swollen and turned black and blue. This was not a very good first impression of this airline and I would be very hesitant to fly UNITED in the future.

Again, this is for several flights and the price is displayed both on their websites and flight finders such as Google Flights and Hipmunk. They are falsely stating flight prices in order to draw customers in and then pulling a bait and switch with higher priced flights. This is clearly false advertising. And, the company should be required to grant customers the prices they display online as other airlines have been required to do so in the past.

If requesting the name of the person you are talking to in order to file a complaint with the airline itself, good luck getting it. Representatives will only give out a generic name and job description - such as "Brian" the supervisor, and won't forward you to their higher ups or tell you which location they are at so you can identify them to United. Not only is this negative for the consumer, it doesn't allow United to resolve problems with ineffective customer service people for the rude way they treat potential customers - doing a disservice to the airline as well if it does want to improve.

In the end, if I'm going to pay more anyway, I'm going to fly with a better airline. We all know United planes are outdated and cramped and their in-flight service below par even for a U.S. Airline. Now that their international rates are the same or more than other airlines, I won't be flying them at all for either my frequent domestic or international flights. And I wouldn't encourage you to, either. Unless you want to pay the same price as other airlines for service that's at least twice as bad.

It has been 30 days now. I have spoken to Baggage resolution center numerous times since my arrival and has absolutely no information for me as to the whereabouts of my luggage! I find it completely unprofessional how in our world today, with the security and technology available to you as a large airline, can completely misplace baggage. I have already claimed via my insurance but the total value of my belongings inside my luggage is more than double what my insurance are able to pay out. I have certain items inside which are completely irreplaceable.

I had to buy new gifts for my family and clothing for myself and spend a lot of money because the prices in Israel more expansive and all the time I spend to file the claim form and trying to find all the receipts and info they require for the form. So my vacation turn to a nightmare, thanks to United. I hope that the bag will be located and sent back but should it never turn up and be reported missing indefinitely, I believe that I am entitled to some form of compensation from the airline. I can be reached on my mobile (**). I would appreciate an update as soon as possible.

My Sister's flight got delayed 3 hrs from San francisco to Houston and she missed the connection to Rio, I had to exchange my flight and spend one more day in Houston so she would not travel alone. UA told me to get my luggage, as it is against the law to send luggage without a passenger to a different country, when I went to the luggage department they told me that they could not retrieve as it was in a bin inside the airplane, and the airplane was about to leave. Once I arrived in Rio, the luggage department advised me that my luggage never departed from Houston, that I it would come on tonight flight and arrive Wednesday Morning.

Today (Wednesday) I called luggage department in Rio and they advised that my luggage never arrived and that they would try to send me on tonight's flight so it would arrive tomorrow by mid day. I then called the US 800 number for luggage, and they told me they would send a notification to the Houston airport, I requested to talk to a manager and no one was available.

Here is what this caused me: I have missed total of 3 days of my trip so far, 3 days of vacation @ work = 960 dollars as I don't have any of my personal stuff such as makeup/clothes/shoes/bathing suit and etc, I am stuck at home wearing pyjamas. This is not allowing me to spend quality time with my family, and have fun in Brazil so pretty much it has screwed up my trip, there is no money that can fulfil that. I am still uncertain that they will find my luggage as in Houston they told me it went to Rio, in Rio they told me it was in Houston, it would arrive the following day and it didn't. I am afraid this baggage is lost or stolen, which makes me even more upset as all of my best items are on that suitcase.

I am very frustrated, lack of customer service/empathy from the folks of your company, no management available, long waits and no one can give me certainty of what will happen. UA offered me 125 dollars, meaning to buy basic stuff - this is nothing in Brazil, everything is very expensive, and I will not be able to find clothes to make me comfortable to leave the house, as this will not be enough for makeup/bathing suit/shoes and nice clothes. So pretty much a waste of my trip/ time/stress. There are only 2 things that I want to know: Where is my luggage and who can give me Certainty of when will arrive? What united will do to give me back the time wasted/ vacation wasted and this horrible experience?

Update 10/8/15: This is the 4th day without my luggage. I have not heard back from you so I will try different channels, again my luggage has not departed from Houston to Rio. I am already pretty sure it was stolen, and I am sorry for the lack of competency and empathy of the personnel @ United. My trip and my days have been ruin by United. And a manager has not yet contacted me.

So you hold some flights but not others right after we were told that is not something you do. What makes some people vacation more important than others? We got off the plane and went to customer service to get a different flight and experienced two of the rudest customer service agents I have encountered. Showed zero empathy and we're told they wouldn't do anything for us. It was not their fault flights get delayed and that is something that has to be handled through the phone. What is the point of even having customer service at the airport if all they do is tell you to call someone else? They actually care about your experience. So we called in anyways where we were told all they could do was submit a form and someone would email me. It has been five days, still no email. I let the agent on the phone know I was never flying United again, that it was the worst experience ever.

And she informed me that she would give us a seat with more leg room. But the only people that could do it was the customer service at the airport that had already told me they had no ability to help. Went back to the counter and the lady and her manager I spoke to earlier walked away from counter so they didn't have to speak with me. Once I got another rep they walked back up and started helping the line. I explained what happened again and the customer service already told me they had the ability to do it and I was still on the phone if they wanted to talk to them about it. After a deep sigh they moved us up a couple rows so we had more leg room. Seriously we had to go through all that for more leg room. If I could give negative stars I would. And I plan on letting everyone that will listen about my experience and suggest they book with someone who will value their time and care if they continue as a customer.

The whole service was awful. Among things, their hygiene is terrible. They never offered meals on a long portion of the flight. Hardly ever offered drinks and never any alcohol. They delay you, and their flights land late which they don't bother holding since they were overbooking flights. A lot more, but you are better off avoiding the nightmare. Book any other airline.

I called and spoke to a supervisor who said when the plane changed from a 2 cabin to a 3 cabin, the customer is automatically supposed to know they are downgraded to business class. At this point, she said there was nothing she could do... the flights are full. My husband has migraines on flights and sitting at the front helps for some reason, plus I wanted the extra attention since he has just been cleared to fly by his surgeon. When I upgraded, I was told I was paying for first class. I have emails stating I'm in first class. I was never told "you're in first class unless the plane changes". I'm angry and sad that his "bucket list" trip has turned into this mess and added stress to someone who is recovering from his 4th brain surgery.

Upon arriving to my destination in Fargo at 12:45am, I was so exhausted that I was unable to complete my task at hand with my work and booked a room for rest. Once I caught a taxi to my hotel, I had noticed that I left my iPhone in the seat pouch of which I was sitting. I immediately called the United customer service line for help. To my surprise, I was trying to communicate with someone in India that was handling my issue from a Q-Card or a cheat sheet. The language barrier was absolutely ridiculous. I explained to them that the phone is in the pouch of seat 5-A and is sitting at the gate until 8am the next morning. His only respond was go online and fill out the lost and found section and the airline will do what they can to get my item back to me...

Now keep in mind, it wasn't lost, I knew EXACTLY where it was. I simply wanted someone from the airline to retrieve it before the next boarding passenger sat there and retrieved it themselves. I explained that I would still fill out the online info but please have someone step on the plane and get it. His reply was that he had no control over that but insisted I just follow the steps online. I hung the phone up and tried another call to a different number at United. To my disbelief, right back to the India call center. This time it was a female, and the language barrier was ten times worse. She was reading from the same "What to Do" sheet as the other one. The results were the same as well. Go to the site sir and follow the steps on the site.

Seeing that I was not getting anywhere, I decided to get some sleep and try again in the morning. Of course the call went right back to India. At this point, I was so frustrated that I had no choice but to take my chances that the flight attendant or the cleaning staff would find the phone and turn it into your Lost and Found division. At least the phone was locked and I may be without it for a few days. The next morning, I had my secretary call Verizon and switch the service to a new phone as I can't be without it. By that time, someone sat in that seat, retrieved the phone and hacked it. They ran up 7 gigs of data and the phone is obviously not coming back to me. All my work info was on that phone as well as 2 years of correspondence from clients.

I don't blame your Airline for my stupid mistake under duress, however I certainly do blame your Airline for not handling the situation appropriately. I know in today's economy we are all watching our bottom dollar and doing what we can to save on daily operations and expenses. However, I'm sure your passengers would much prefer to pay a few more dollars per ticket and have an American handle their issues instead of a call center in another country. In my line of work I too depend on a lot Outsourcing. If I handled my Outsourcing the way you do yours, I would be out of business.

This entire mess has cost me thousands in lost correspondence data and over $700.00 in cash. If your Airline would care to defer my expenses to airfare, a destination of my choice would be most appreciated. In which case, I'm sure I would be most eager to fly with you again. I would also ask that you reconsider your current call center staffing. IT DOES NOT SERVE YOUR CUSTOMERS WELL AT ALL!

Next day at the airport I was waiting to go up to a counter when a United woman (Shauna) called me over to a self check in booth. I put my passport in and then she asked to see my ESTA status. I looked for it on my iphone but couldn't find it and she said I would have to go to an ESTA computer way down the concourse and get proof that it was current. I knew it was current until April 2016 as I had checked it before I left home and told her so but she said I had to get proof. I went down and came back with my ESTA number but she said she needed to see the date and to go back and take a photo of the date. I said it would be on United's computer and she could also enter my ESTA number to bring it up but she insisted on a photo so back I went.

When I returned I couldn't see her anywhere so went up to a counter, didn't mention ESTA, and was issued with a boarding pass! I then asked the issuing woman if my ESTA details were on her computer and she said "yes". When I went to board, Shauna was checking boarding passes and said to me 'Oh, you made it." I told her she had given me the complete runaround and that I hadn't had to show the photographed ESTA date and no one had mentioned it. She said she was "just doing her job". If she had been doing her job she should have established why I hadn't been able to check in online. I was so thrown by her insistence on proof of ESTA dates that I forgot to say I couldn't check in online because I needed to show proof of onwards travel, which I had in the form of my e-ticket itinerary.

I have since been to the ESTA website and there is a question - DO I NEED TO BRING A PRINTOUT OR DIGITAL COPY OF MY TRAVEL AUTHORIZATION TO THE AIRPORT? Answer: NO. DHS will be able to communicate a traveler's ESTA status to the carriers. However, DHS recommend that travelers print out the travel authorization application response in order to maintain a record... "Just doing her job?" - I told her I wouldn't have got into the States four weeks earlier if there had been a problem with my ESTA status but she was on a power trip and wouldn't listen.

Then on the way back our reservations were cancelled and had to be re reserved again. Luckily seats were still available for them to be able to do that. They also had the special meals that we had originally ordered. Those can only be ordered 24 hours before the flight. So how was that possible?? Anyway in Zurich at our layover I was especially picked for a SPECIAL SECURITY CHECK. I hate this airline and will NEVER EVER travel on it again. I recommend people read these reviews before they buy tickets to travel UNITED. This company should go out of business, their planes always have problems especially at the Knoxville TN TYS airport. This is not the first time this has happened to me and my family.

We had traveled to the West coast 3 years ago and had a nightmare of trip then too. But this one takes the cake and so I had to write about it. There was one lady at the counter at the gate who seemed not to like that I was so assertive in fighting for a hotel room. I am of East Indian origin and she may not have liked me to start with. My trip was great except for these issues which made it really miserable. I HATE this airline and hope they go OUT OF BUSINESS SOON!!!

The staff at the United desk were cold, callous and basically told my friend it was her fault she didn't keep up with current immigration law. I understand that people should be responsible for these things to an extent, but if a customer already has a ticket I believe there should be some sort of notice given by the airline because having to say goodbye to a friend literally at the last minute was terrible. The staff was not helpful and made the whole situation that much worse.

Our flight home was then delayed an hour on flight. We got in the air and then were told we had to land in London because of a "left engine problem" and "navigational issues" that would not allow us to cross the Atlantic. This took an additional hour where we were sitting on the plane with no answers. After telling us the flight was cancelled, they offered no help and only gave meal vouchers to a select few who happened to go to the United Desk. There were hours and hours wasted because of United and their poor aircrafts which had several issues and we were all pretty tired of their terrible customer service. They have still not offered us anything to compensate for the time and money lost. Unless it's a short flight I would recommend no one fly United and I definitely won't be traveling with them in the future.

Finally we reached Washington and went to customer service. The agents were really rude, they scheduled me for another flight for 12 hours later (though there was a flight earlier in the morning), and did not get us any hotel and said I have to stay all night long in the airport. I was really hurt and crying. It was my first flight experience in US but it sucked. DO NOT CHOOSE THIS AIRLINE EVER!!!

After wandering the airport for 2 hours they finally told me "oh you're supposed to go to the gate where the cancelled flight was scheduled". Like we are mind readers. I went there which was a zoo, and we found that hadn't even rebooked ANY of us in 9 hours. Another hour of waiting and we had missed any connecting flight and had to stay overnight at a hotel. The vouchers weren't even enough to buy a drink at the hotel. We asked the other airlines passengers and they all had substantially higher vouchers. We were delayed for dinner, breakfast and lunch but they only gave us two meal vouchers.

When I asked a Lufthansa agent at the gate if she could check my upgrade status, she actually snatched my boarding pass out of my hand and looked at it and said "So, you are in an aisle seat in exit row in economy and that's not good enough for you?" She actually said that! I said "ma'am excuse me but this is United's premier policy and I'm just asking you to look at the list." She pretended to look at the list but it was clear she just glanced at the computer and said "we're full" without even checking, and threw the boarding pass back in my face. United and Lufthansa are partners and their personnel wear the same uniforms and yet they each will say you have to go to the agent who represents the actual carrier on the flight!! This rudeness at Frankfurt happens every trip. I do everything to avoid a change in Frankfurt from now on.

How are they allowed to book flights you can't make and not hold it if you're on their manifest? Or send someone to tell you! I gave my voucher to the customer service rep. He needs it more than I do working here! Unacceptable! No customer service. All this as I sit and listen to them give 500 to anyone willing to give up their ticket to a fully booked flight! Amazing!

By the time it got to me they said "sorry about that - here's a ticket for tomorrow." No compensation for missing my flight, and no hotel accommodation. I said "that's not acceptable." They said "well you were late." I said "no, I was not. I was here at 9:02 - 15 minutes prior to departure." They said "well we didn't see you here, so that's that." It basically came down to my word against another gate agents word and that gate agent said "I didn't see him here so I don't really know." Heads up. They overbooked my flight and I'm stuck in Texas. I won't be there tomorrow. I will let you know. Delete gate agent said "oh well that's all we can do for you."

After a prolonged amount of complaining she finally issued me a hotel voucher. All the while still saying how I was so lucky that she did. In addition another gate agent came over to also point out that I should've read the ticket and it was my responsibility knowing that the gate is been changed. I have to say I have never seen such a poor display of customer service or customer care. I will refuse to fly United from this day forward. I do have to say there was one gate agent involved who was very upset herself. Not upset at me but upset at the airline. She's obviously under a lot of stress and I felt very badly for her. She did try to make things right.