United Airlines Reviews

So one representative at check in told me I could bring my carry on and another at the gate tells me I can't and proceeds to charge me the extra $25 handling fee. So I've personally handled my own luggage and brought as close to the plane as possible and they charge me a handling fee? What the **. United Airlines, lied to me, then proceeded to take advantage and rob me. It was an extremely frustrating experience, and will never pay to fly United ever again, I am so glad I chose not to apply for their travel rewards card and ended up choosing Bank of America Travels rewards. I definitely would not recommend anyone to fly with this airline. I'm a frequent flyer and this has been the only negative experience I've ever had with an airline.

I also was told if I booked my flight before then that I would not be able to use any compensations or accommodations on my current trip. But then it made me wonder why would I even want to book with them again when I feel my information/flights are not safe? It really didn’t seem like they cared about my issue or my business. Needless to say I just decided to book a flight with American Airlines instead as they had the same exact price and I wouldn’t have to worry about fraud.

I showed this to the United baggage agent explained that this was the destroyed bag I was forced to check and could have (according to the gate agent) checked for free at the gate. "Sorry. We are not responsible for your handle on your bag! If you want I can see if we have an abandoned bag in the back you can have but we are not responsible for your handle even if we made you check the bag!" End of story. Done. Would not even engage in further discussion and asked to help the next customer. Wasted money on checking bags $110, out $225 for a nice carry on, and reminded, once again, why I stopped flying United years ago and won't bother them with the inconvenience of flying United again. There are too many options not to pick one that is --- not United.

When you click on the "Special Offer" room, a pop-up screen appears telling you that the room is not available. If you try one of the other rooms, it will take you to another screen where you will see that it charges you more miles along with an additional amount of money that seems to amount to 2 or 3 nights charge for the room. Your best bet is to use the cash option only. At least you get a discount on the nightly rate for the room.

Now, I'm no meteorologist but we weren't expecting any kind of snow until Sunday night. Saturday was a bit windy but nothing too much to cause a flight delay. But there would be no available flight until the next day to fly out from Denver to Sacramento. The representative we spoke on the phone with from the "reservations department" since apparently, there's no such thing as a customer service line, found us a red eye that leaves at 6 am the next day. Fine, I'll miss 1 day of service and at least get to attend part of the service on Sunday and burial. Not even an hour later after booking that flight, I get yet another text that it has been delayed another hour. Surprise, surprise!

We called to check again to see what their next excuse is, and it'll be a funny one. THERE'S NO PILOT! But someone can miraculously fly us from Sioux Falls and connect us in Chicago then straight to Sacramento all while not sure if our connecting flight in Chicago will wait for us since we're another hr behind schedule. After 8 hours of trying to find a way to get to my uncle's funeral in CA, we had to officially cancel the whole flight. By the time we land and get to our destination, we would have missed all the services being held and the burial. Needless to say, I am very disappointed in UA. I knew I should have looked elsewhere when I was purchasing my flight when this was the best option with less delay through Expedia. I've always used a different airline and because I did not want to make that 4.5 hr drive to our usual airline, we opt out to fly from our hometown.

Biggest mistake of my life. I not only didn't get to be on this flight or any other flight that was being offered and changed to, but I missed the most important purpose of this flight. I didn't get to say my final farewell to my beloved uncle. I was not able to be there for my cousins on the most heartbreaking day of their lives. Instead, here I am behind a computer screen, reading all the disappointments UA has only given and writing about my experience. I really do hope you're happy with yourselves UA. Your services sucked and so does your "reservations team". I do hope you understand the situations you have put myself and others with similar experiences during this hardship. Not only was my entire trip canceled, so did the reservations I had made and paid for, for a rental I never got to pick up.

I walked 30+ gates away to get to my connecting flight. They didn't have me in the system, and didn't have my luggage transferred. He sent me back to a United customer service desk that turned out to be closed when I got there. He closed the gate, so I couldn't make Tulsa either. So I had to go back 30 gates, stand in line for 2 hours, and be told I wouldn't be able to get to OKC until about 12:30.

I was traveling to attend my mother's funeral which I missed, since it started at 11:00. The sad part was, there were so many people in the customer service line, not just people from our flight. I didn't see this with any other airline as I walked through DIA. Once I finally got through the long line, the lady at the Customer Service desk was friendly and helpful as she could be given the circumstances, but United really blew it and I missed my mother's funeral. Thanks for nothing, United. I will never fly your airline again and will convince as many people as I can to do the same. Of course, with the many, many issues we see with United in the news, I don't expect you'll be in business much longer.

We have airline scales at home due to international trips every few months. The agent told my daughter she we 3-4 pounds over and my daughter said she would remove a small bag that weight probably 5 pounds. The agent she couldn't that there wasn't time. But the agent did tell my daughter she had time to us to confirm she couldn't charge the 125.00. So my daughter called us, then the women processed the credit card payment, all something that took far longer than letting my daughter grab one item from her bag. Which I strongly believe was not over 50 lbs!

The service to young teenagers is awful. They treat them like dirt and take advantage of young kids and older people. I saw this happen to a women in her 90s at San Diego when the agent tried to charge her for an extra bag, that easily would have fit in her other bag. I stepped out of line and helped the women put it in her check in bag. It was a small little bag with a few items. Saving the women 100. Sad that the agent was going to take advantage of this older women, like she is to my daughter. Horrible customer service and just horrible as a human being!!

I purchased a ticket for an employee who did not work out for this job. I purchased the ticket with our business card, but they are requiring the employee to contact the airlines to get the refund. I just wanted a credit to apply to another needed ticket, but they would not do so because the ticket was purchased thru cheapoair. Their review is coming next.

I opened a second window on my computer and check my bank account to make sure that the cash is gone through and there is a notice on my account that United Airlines had put a hold on $811.60 from my checking account and I have absolutely no confirmation number, No Reservations, no itinerary, nothing. I called Expedia and they could not find any information at all for me no email, phone number, name, anything. Told me to call United Airlines.

I got the same exact thing from United Airlines. They had no information on me at all. I went down to my bank and went to customer service and there was nothing they could do. The following day we called United Airlines again 45 minutes on the phone after being transferred four times. They told this if there was no action on the account the money would be returned in 24 hours. Well it's been almost 48 hours and the money is still not returned and we don't have the money to get to California to go to my sister's funeral. I will never use Expedia again or United Airlines and we're thinking about getting a lawyer.

It’s sad to see an airline I was very devoted to, start to turn away their loyal customers because of either lack of training or these “employee owners” really don’t care about their company - at all. I’m not sure if this starts at the top and trickles down or what. But it really is sad. If you have a pet or service animal, there are a couple airlines out there that will welcome you with open arms!!

I arrived to catch my flight at 7 am. Things were going smoothly until there was a delay from icing the plane. Wisconsin has ice in the winter. I talked to the attendant and she said the delay would be 30 minutes. I started to get anxious as an hour passed by. Then some people waiting for the flight said another plane had to move out of our spot. Finally we boarded the plane and it was 8:15. Am not taking off until 8:45 am. Over half of the people on the plane had connecting flights within minutes of landing. I was very anxious about missing my own and the flight attendant was out of sorts because everyone on the plane was so upset.

I had never been in this situation before but due to airplane mode I missed texts from my boyfriend saying he had bought a flight that took off from the opposite side of the O’hare airport and to go to United ticket counter. When I went there they had no recollection of the purchase. I was so confused I ran to the flight gate without a ticket and they said they couldn’t let me on the plane. I missed two flights and was so desperate to get out of the airport. I spent 500 dollars to fly into LAX (2.5 hours out of Palm Springs) just to get out of there. It was so stressful I had a panic attack in the airport and I travel frequently. No one from United was helpful at all.

So I booked American to LAX and landed there at 2:15 pm. It was funny because I had no idea where my luggage was. My boyfriend landed in Palm Springs, rented a car, drive to LA and picked me up. We then drove 3 hours back to our destination and went to Palm Springs airport where I was supposed to land and meet him. We went to luggage claims and they said they did not have my luggage but it would hopefully be there in the morning. The man representing United behind the counter then cut us off said he was on the phone with someone and to have a nice night. I was overwhelmed and had to spend 500 on clothes, hygiene products and food just to get by.

The next day we showed back up in the middle of our vacation to the airport to get a different gentleman saying our luggage was not at the airport and then he filed a claim. I got angry and told him how upsetting United is as a company because I have never had this experience with any other airline before. He had an attitude back and was very rude. He then blamed us for not filing a lost luggage claim. We said we didn’t know we were supposed to. He said the man from last night said he told us to. No HE DID NOT.

I ran outside in tears shaking. I couldn’t even celebrate at the fancy party that evening how I wanted because I had nothing. My boyfriend filed the claim and cheered me up by saying they would send the bag to my house before I got home. They were very optimistic about it. So I sucked it up. Finished the trip out somewhat stressed and traumatized but made the best of it. When I got home, no luggage. United sent me a text twice a day for two weeks and then nothing. My boyfriend was on hold for hours each day with them and no one helped us. No one even spoke clear English. After three weeks we heard nothing. For the next two my boyfriend couldn’t even get through.

He finally got information that my baggage had gone from Chicago, to Denver, to Chicago and was not recorded again. They said it probably landed in Palm Springs when we were there but under American so we couldn’t track it. They said since we filed with United they would oversee it and I wish sooo badly we would have filed with American because I know they would have helped more but they could not. Yes we tried.

So then two months later after trying and trying they finally confirmed my bag was lost and they would compensate. I made a list of goods totalling 5,000 dollars in my luggage and they said since I don’t have insurance it will only be covered 3,500 dollars. We will see. It is March 21, 2018 and my refund was supposed to get here two weeks ago but they are delayed. Go figure.

Thanks to this horrific nightmare of an experience with United Airlines on December 30, 2017 from Milwaukee to Palm Springs, I have dealt with severe PTSD reactions when getting on planes or even preparing to travel. I will NEVER check a bag again. I have dealt with severe depression over the goods I lost and the time and memories that are now dust. I have sworn I will NEVER travel United again and this is a full explanation as to why. $3,500 does not even come close to the damage caused in the event I faced.

When we finally got off plane and ran to our next gate (for flight to Hawaii) we were 3 minutes late for the 9:01 a.m. departure. Though the plane was still at gate, United had already given/sold our tickets and just left us there at gate (so much for United knowing our situation and taking care of us). Further, no one at United's Customer Service knew of our situation and was working on getting us to Hawaii. In fact, they showed only indifference and wouldn't admit to any fault though the Captain of UA5319 repeatedly stated the delays in us getting to the gate were United issues. We then had to wait all day (as we were bumped from standby status on the next United flight to Hawaii) with no help/assistance from United before finally getting on a late flight that day. If United had been responsive at all, they could have put us through LAX for much earlier arrival in Hawaii. They simply didn't care. There is no other way to put it.

‏Not all the sorrow is enough, United Airlines trying to They try to exhaust us. United has been teasing us back and forth for a month, back and forth, back and forth! Every day we talk to them, I am from the United States and my parents, my brother-in-law and my sister from Israel, and again and again they give us various excuses. Once they don't have a recovery department, once the prosecution has not yet arrived, once they don't find us on the computer. We have no doubt that United is trying to exhaust the client without any consideration for the tragedy. On one occasion we were even promised that we would receive an answer within 14 hours and of course we were left unanswered and when we called the next day no one knew about the call at all. We ask for all the money back and I wish the story will be published, because we will definitely never fly back with United.

United is the worst company ever! I will not be flighting with you anymore! You’ve lost a client who travels a lot! But I guess you don’t care by the way you treat us! UPDATE. They just send a text 10 minutes after expected departure time to say that we will be leaving at 1:20 pm. It’s 1 pm and still no boarding! How can we depart at 1:20 pm then???

She condescendingly asking, “And this is for the flight now?”, as she refused to read the pass for herself. I said yes and continued to point to the seats me and my friend were assigned listed on the pass. Without reading the pass at all she pointed to my seat and said, “You’re in the wrong seat. You need to move, you’re in the wrong seat”. She was unfriendly, unrelenting, and very angry at me. A man sitting at the window spoke up and said that he was actually in the wrong seat and it was his fault. The passenger that originally asked for help from to the flight attendant, was at this point, visibly uncomfortable by how the flight attendant was harassing nearby passengers and said it didn’t matter where he sat. He didn’t care anymore.

I ultimately was in the right seat the entire time. However, I was the only passenger the attendant interrogated rudely and angrily. She did not apologize and looked extremely annoyed after this all occurred. Scared that I would be kicked off the plane if I spoke up, I left without receiving any apology from her whatsoever. I felt nervous, uncomfortable, upset, and victimized. Later in the flight, another attendant walked up to my seat. She yelled at me to put my seat fully up, two times in a row. I was shocked because I had never put my seat down in the first place. I looked up at her and she said this to me again while telling me to press the button to put the seat up. I pressed the button and the seat didn’t move at all because it was always fully straight. I said to her, “It is fully up”. She said extremely shortly, “I am allowed to tell you to put it up. That is my job.” Then proceeded to glare at me. I said “That’s fine”. And she rolled her eyes at me.

She did not treat any other passengers on board like this except for me. I felt attacked, treated unfairly, and felt like I could not speak up or I’d be dragged off the plane like other United Airlines passengers have been in the past. In both instances, I cooperated, did nothing wrong in the first place and was severely harassed by multiple flight attendants on board. This was my first time flying with United Airlines and I would never go back. What a terrible end to a great vacation. I want my money back. Do all your flight attendants fiercely interrogate paying customers? Just wondering.

She was admitted to the hospital and given fluids intravenously and when we brought her home I had to force feed/water her every 2 hours and give her the meds for days. We were one of the lucky ones, our baby girl survived the neglect of United Airlines. Probably don't hear too many of our stories because we are so grateful to have her alive. I understand 18 out of the 24 that died last year were on United. It never occurred to us to check such a thing but had we known I would rather have driven to OK to pick her up than had her subjected to such treatment and the pain and suffering she did over the next week fighting for her life. United has such a great advertising campaign on Petsafe that you think it will really be safe and that your pet will be cared for.

That is the biggest lie and false advertising there is. When you can't use Petsafe and if you travel with your pet in cabin and they kill them, there is no justification they can use to excuse the action. Saying you are sorry is not enough and nothing else would be either. The pet in those cases is dead and can't be brought back. Like I said we were one of the lucky ones but our baby girl suffered tremendously fighting to live. Not only would I never fly United myself again, I will continue to let as many people as I can know not to trust your beloved pets with these irresponsible people. I don't know the ones who dealt with our little one but when it is known they should be fired, no other questions need to be asked. I have written and asked to be refunded. No response to my first email. I got an automated "we received your email" on the second one but no response as of yet.

I don’t use membership points for first class as I find United’s First class very appealing compared to other international lines, so I’m happy with my basic Economy Plus seats and a good movie. The time came for our trip to London, the flight was a 9 PM direct flight and arrive at 11:30 am in London. We promptly arrived at the airport 3 hours early, excited and anxious to have our first official Honeymoon. Luggage was checked in, zipped through precheck and were on our way... well, almost. At 9 PM we started boarding our flight on their older 777-200 plane, getting comfortable and eager to depart, with our luggage just being loaded, when the pilot announces that there’s an maintenance issue, saying it would be a 30 minute fix due to a fuel leak. We all had to get off the plane. Every 30 minutes they claimed they would have it fixed. By 11:00 pm people began to become frustrated.

The airport was empty and everything was closed and we were the last group of people flying out waiting to get on this plane. My wife and I were pretty tired and wanted to get on the plane to fly out and sleep. They kept telling us if worst comes to worst they will swap planes, By 11:30, our flight was compelled CANCELLED. The plane was parked for 8 hours, to realize they had a maintenance issue. We were all very angry. It took us until 3 am to get hotel vouchers and reschedule our flight. My wife was crying and extremely tired and defiantly not feeling well. We were stranded at the airport cause the hotel shuttle didn’t drive out at 3 am. So I had to Uber to the hotel. The hotel was nasty, almost like a Motel 6. My wife cried some more and I was Pissed. We finally went to sleep at 4 am tired, hungry, and smelly due to the refusal of letting us grab our luggage.

Speaking of that, Rescheduling our flight was a daunting task. I tried calling and their support is almost useless and hard to understand, so I had to wait the 5 hours in line to talk to a physical person at customer support (due to 250+ misplaced passengers.). It took 30 minutes to figure out we would have to sit in the last row of the plane. NO WAY. I did not sign up or pay for this service. We almost cancelled the trip because we had to return home in 5 days anyway, cutting our trip to 4. We were finally told and promised in our faces that we would be reseated to economy plus seats, and we could return 2 days later. I agreed to the terms, even though I already lost $400 at our hotel for missing one night. (They don’t reimburse). Our luggage would be at a hold. All my stuff was in there but all they could say was sorry. No one to take the luggage out of the plane.

The next day, since the next flight didn’t fly out till 9 pm, we twiddled our thumbs in the lounge smelling like crap due to no change of clothes. For 8 hours! Since I had so much time I was looking at our reservation over and over realizing that our seats seemed kinda far back to be economy plus. Realized we were still economy even though we were still being charged for upgraded seats! I marched right back to customer support about 3 hours before the flight, having them continually telling me they were plus seats when they very well were not. I demanded a refund but they kept saying they are so they refused. I looked at my bank account and the night before they charged me an ADDITIONAL SEAT UPGRADE CHARGE. I already paid for it long ago. I was angry, I was being fed lies by customer support and the supervisor, and losing over $1000 due to United.

I finally called headquarters, complained that our honeymoon was ruined, and explained every detail that happened. They said, "Sorry. Nothing we can do." I finally mentioned I had former ties and if they could connect me to executive to complain about this terrible service. They put me on hold and I was about to make some other phone calls when they immediately said they were sorry, refunded my upgraded seats and put me in the front of the plane for both legs of the trip. It took me to contact headquarters to complain about this. Sloppy service from United until I made it a HUGE deal. I still didn’t get refunded for my lost travel expenses. And after 3 days I was able to shower and change my clothes. Time to cancel and cut up my membership card, and find another Airline that treats its Loyal customers right. I’m currently in London about to go to bed. Goodnight all, I’m going to finish and enjoy the rest of my Honeymoon.

I filed a report and United reimbursed me $1900 in a check and a $1000 flight voucher. However, the jewelry was worth a lot more than that. I used to work at an airport. There are supposed to be security cameras installed to prevent this type of crime. I am using my flight voucher on another airline. I will never fly United Airlines again. I have been bumped from flights because of the Airline overbooked. Customers should be treated with respect. Their luggage should be protected. The employees at United that stole my jewelry should never have been hired. The purpose of this review is to let future passengers know that flying on United Airlines is not a good idea unless of course, you don't mind your belongings ending up in someone else's hands.

When we finally arrived I let the agent at the gate know about my allergies and was informed that he didn’t know if there were any animals on the flight. He told me that it was policy to book anyone with allergies on the next available flight if there were pets aboard. I asked if the next flight had any pets booked as my husband tried desperately to pull me away but not before I heard the agent reply that he didn’t know. He did know that my husband and I would be seated in separate rows, 15 rows difference to be exact. We boarded the plane and on ascent, I began giving my seatmate some serious side-eye to see if she was covered in cat hair as I scratch my hives and wave away pet fur. Took 2 ** and started hitting the bottle, of eye drops that is. Hour four, two more ** (that’s four if you’re counting) and a full bladder.

I stand up to use the restroom and peer over the seat directly in front of me and that’s when I see a stressed out, full shed-mode, Pomeranian sitting on his owner's lap. He pants as his owner strokes his fur creating the snow globe from hell. Who knew sitting 15 rows away from your husband would come in handy. I passed the baton (bottle of pills cause he’s allergic to dogs too) and ran to the critter free zone. To be fair, I am an animal lover but, the pet policies have to be addressed. I’m not the only allergy sufferer and you’ll have a hard time convincing me that this particular dog was a seeing eye dog, a seizure dog, a PTSD pooch or anything but the fluffy family pet. I followed the airline's rules and look where it got me, the runaround and a trip to urgent care for a sinus infection.

Panicking a bit we tried to get a hold of someone by phone, not an easy process these days, finally we ended up with the Assisted Device Desk in Houston. There a Gentleman by the name of Freddy talked to my wife (Moe) hearing the stress in her voice, his professionalism & compassion came through to her, assuring that he would look into it. While on the phone he must have had someone check with the Calgary office, finding out that the claim had been processed & sent off for payment. Going the extra mile, Freddy stated that he would follow up on it to make sure it was handled. Payment has been received, a little less than a month after claim was put in. All in all a stressful situation at the time, where blame for damage is impossible to assign, another employee (Freddy) for United turned it into a positive feeling.

I want to make sure ALL THESE FLIGHTS ARE CREDITED TO ME. Going home on 2/28/18 from Tel Aviv, I was REROUTED to Newark again, stayed on the tarmac for nearly an hour, (because we needed another pilot) then flew to San Francisco with no food service whatsoever. Horrible flight. ALSO, I PAID FOR UPGRADED SEATS TO AND FROM TEL AVIV going both ways, and only received the upgrade on the way home. Going to Israel, I had a middle seat in coach!! I request a refund for my paid seat and compensation for the canceled flight. Will I get it?

This is the worst service I have ever had on an airline. I am most distressed. I called United 3/2/18 and spoke with Liza who told me I did not have my MileagePlus number in the flight info. NOT TRUE! I called prior to make sure the MileagePlus numbers were listed when I upgraded the seats to the tune of $876.00!!! I will do everything NOT to fly United again. Horrible customer service, rude, indifferent, and condescending. All in all I spent literally over 2 days flying around to airports I should not have even seen.

Also, I never received any email or text confirmation of the change or the new reservation number. When we made this discovery, we asked them to change me back to my original flight--we were told I'd have to pay $374!!! Wow. Not cool. We hung up and called again, hoping to get someone else to fix this PROPERLY. When we reached another rep, Andy, he was very helpful. He seemed to acknowledge there was a glitch on their end, as I was never charged for the flight change. He also put me back on my original flight so my sister and I could travel together. Free of charge.

Unfortunately, however, my original seats had been taken by someone else. And on the first leg of my trip, I had to sit in the back corner of the plane. You know--the last row where the seat doesn't recline, you get served last and get to smell the bathroom all flight long? Ick. I appreciated Andy's help in rectifying, and praised him to his supervisor. But this never should have happened. Beware looking online for flight change options. They may be imposed on you without your knowledge!

Water was not consistently served on the 12 hour flight. United’s personal entertainment on the 777 lagged to what Air New Zealand’s 777 had to offer. There was no music except in the form of a video where you had to scroll through to see what is present. Air New Zealand had multiple artists to listen to on demand. United didn’t charge for wine and some beers, but quickly ran out of wine and the beer selection was not consistent to their flight guide. Also they ran out of food options where my Muslim friend could not eat due to pork restrictions. For a partner airline, United came up short for reasonability, service, and value. If they are a partner airline to Air New Zealand, I would expect at least your baggage policies would be aligned. Up to 2 stars on Value for what I thought was great pilots.

The odd thing is that the second leg of the flight was fine; Avianca had the reservation and everything continued normally thereafter. Once home, I presented United with a refund request, which they denied. They claimed since the ticket was non-refundable, that I am not entitled to a refund and they patronizingly apologized, “if there was any confusion (by me) when purchasing your ticket or reviewing your receipt”. It continued on to state (in poorly written English) that there are general rules that apply to all tickets, all of which don’t pertain to the fact that United screwed up the reservation which forced me to buy a second ticket. They totally glossed over the fact that somewhere in either United’s computer system, Star Alliance’s system, or in Azul’s system, something failed.

It’s as though the rep assigned to the request didn’t even read it. The bottom line is we had to purchase an additional ticket because of an error that was not ours and United is refusing to refund the additional ticket cost. They were “kind” enough to present me with a $75 voucher for a future flight to be taken within a year. Even worse than the denial of the refund request is that no one has cared to tell me what happened although I asked several times. I have no trust in United and don’t plan to be stranded somewhere by them again.

I have the United Mileage Plus Explorer credit card from Chase. I am going to cancel this card shortly. Chase has been good but I don’t plan to fly United again and therefore won’t need the credit card. I wish I could sell my remaining award miles to someone as I don’t want to use them. If you like being left stranded and no one at the airline taking responsibility, then United should be your choice of airline.

Courtesy and good service is not allowing a plane full of paying customers to sit stranded on a plane waiting for a "United crew member". If anyone of us paying customers were even 15 minutes late for that flight it would have been part way to PDX. It's unbelievable that United chose to inconvenience not only a plane full of customers but all the individuals waiting in Portland to pick them up to accommodate "one" of their own! Absolutely no customer service is evident in their actions. Another example of poor management!!

Clare called all the phone numbers at LAX, but all the lines were busy, and she was not able to reach anyone there. She told me that all the missing luggage at SD were accounted for, and my luggage should be at LAX. I asked her to check the record to see what time it arrived at LAX, and she said it arrived a few minutes after I arrived LAX two days ago. But I said that's not possible, because I checked at the counter after I arrived LAX and could not find my luggage, and was told that the luggage was still at SD airport.

After one hour and half of checking and conversation with the personnel in SD, Clare said as the last resource, she will show us the storage where the unclaimed luggage are. When she opened the second door of the storage, I spotted my luggage sitting on the rack. I found my luggage!! It was tagged with another passenger's name. I want to express my deepest gratitude to Clare who went through every possible ways, and used all the resources that she had, trying to help me to find my luggage. United Airline should hire more employees like Clare, and I am sure that UA's image would greatly improved.

First, let me state up front that I have a congenital defect; it is called loyalty. I have flown with United for years and have been a member of heir frequent flyer program for over ten years. I have their credit card But since they dragged that man off the flight and injured him and their CEO tried to fluff it off, United has gone straight down the toilet. I have had many bad experiences since then, including being accosted by a rude flight attending for asking a question about customs forms (we were flying to Dulles from St Maarten but they had no forms in English, only in Dutch). But I will leave all my bad experiences and relate the latest one which I am posting so that anyone who books with United will have some idea of what to expect. I booked a direct flight from IAD to SXM for June 2, 2018 returning direct flight on June 9, 2018.

About a two months ago, United discontinued direct service to St. Maarten and booked us on a flight from DCA to EWR for a direct flight from there. DCA is not the closest airport so I called to complain and to say how unhappy I was that I went from what was a 4 hour flight to a 8 hour flight but they said I had the choice of cancelling, and, miracle of miracles, they would charge me nothing to do so. I told them I could not do that because I could not cancel the reservations at the resort and left the flight as they were.

THEN, about a week later, I received an email saying that my flights had changed again. They cancelled the flight from DCA and we would have to travel the next day. I called customer service again to voice my displeasure. They said again that my only option was to cancel the flight. I said that to me, my only option was to get us to Newark in time for the direct flight on June 2. But that would involve a midnight bus ride and would cost money. I asked for some points or a voucher to help cover the cost. Kim, the supervisor with whom I was speaking, said she could only give me 75.00 for each of us in vouchers for future travel on United. I said I would take that since it was all I was going to get. She said I would receive them within 24 hours.

Today, a week later, I still haven't received them and called again. I spoke with another supervisor, Rosie, who said she would check. Kim never sent the vouchers. Rosie said I would get them today. I am not holding my breath. United has become one of the worst travel experiences I have ever had. I have over 158,000 miles so have to use them up. I have booked three more flights and still have 58000 points to use. Please, all you people who do so, pray for us. I think we are going to need it. After the points are used up, my loyalty for United is also eaten up. God help American business. It is getting worse by the day. There is no such thing as truth or customer service. If I did this sort of thing in my job (I work in Public Safety) I would be fired and/or sued after the first time I treated a citizen this way.

Now, when I specifically book six flights based on the schedule and chose United over another provider because of the flight times and layovers, then they change my flight to a 3 hour layover. That is a BAIT AND SWITCH! I wouldn't have booked this flight had I known my layover/flight would be extended to EIGHT hours. I have two young children and this is a nightmare for a mom. But, as the customer service rep said, they "won’t charge me to change my flight" to a much crappier flight. Wow. How big of them. Now I get to book two different transportation services from the Cabo Airport (at $180 a pop) AND keep two children busy in an airport for three hours BUT at least I don't have to pay United extra for that.

A little feedback on how customer service should be: when an airline makes a mistake or makes an experience unpleasant for a customer, they should find ways to resolve it. Instead, they put myself and nine other family members out and it was probably just because they didn’t make enough money on the flight. There’s no weather delay or unforeseen circumstance here... This is about money and our $3,000 doesn’t count. When a business screws up, they should compensate their customers accordingly; not ask the customers to continue to compromise on flight time, layovers and seat selection. Now I have longer flight/layover times, get in hours later and got put in seats in the back of plane. So wishing I hadn't booked with United right now. I'm beyond upset at their unwillingness to find a solution.

Today's my mom flight same way we had her the please she just coming in front of me she's saying to me, "I now I remember you. I do not do any deal these morning. If you said something I will call the police and you will go to the jail. So my mom she is not speak English who is gonna help my mom. And then my friend was with me she did help my mom. What's is the problem with her without noting problem to call me police??? And is this airlines her own??? What's these women doing disrespect me when I'm going there??? I'm really scared of United Airlines about these women carelessly??? Please contact me. I can explain to you... cause I have voice recorder and witness. Thank you.

9:00 am (1/8/18) - I asked to speak with a supervisor. He informed me that since we didn't show up for our first flight on January 3, 2018, they canceled our departure flight. We were not informed of this prior to arriving at the airport. We were stranded. I informed him that I will no longer fly with United Airlines. He responded, "That's the pleasure of living in a Capitalistic society."

Background information: 6 months prior to the departure, I requested that the arrival flight be moved up by 2 days (personal reasons - we had an opportunity to visit with my husband's father that he doesn't get the chance to see often. Not the problem of United, I realize... but...) I noted the flight schedule was exactly the same. There was availability and the price was the same at this point. I was even willing to pay a fee. I assumed the fee was still $50 pp. I learned that the fee was $200 per person, $800 for our family of four (the cost of the round trip ticket). I called, I emailed, and called and emailed (I have everything on file!!!) requesting, even begging for a fee reduction... Anything reasonable. I was met by inflexibility and rudeness. At this point the ticket price had risen as well.

Customer Care claimed that the fee was clearly stated on their website (even though I purchased the tickets through a 3rd party). I looked up the fee on the United.com web page, and had to click through a few pages and read through a page of caps lock before I found it. (Not so transparent.) I found another way to get to Orlando on 1/1/18 missing our 1/3/18 flight. I emailed "Customer Care" several times in the process requesting a refund for a service that was not granted. Of course, United did not grant the request.

We paid for a service we did not receive, United offered no apology and is taking no responsibility. We were stranded. Luckily, Southwest Airlines had 4 seats on a flight out that night. They treated us with dignity and won our loyalty that day. I just want to be compensated for the service I paid for and did not receive! Flight Number: 1739. Flight Date: 1/8/2018. Origin: Orlando, FL, US (MCO). Destination: Cleveland, OH, US (CLE).

Let the nightmare begin. We had checked in to our flight the previous night and were assigned seats together. Shortly before checking out we received an email from United saying that there was a plane change with the same flight number and we were reassigned seats no longer sitting together. The link would not allow us to change seats. My fiancée began to get nervous. I assured her it was no big deal and we would straighten it out at the airport, so we headed out. We arrived at 11:00 a.m. for a 1:50 p.m. flight to find a surprisingly long line already.

As we stood there after an hour the line had hardly moved except for the increase of people behind us stretching out the door. I watched people at the windows obviously having issues at the counter. At this pace there was no way they would get through the line to board all the people on time. I asked a United employee in the line what the issue was. I was starting to get nervous because the line had barely moved and they made no announcement. I was told the flight was overbooked and I explained that we had already checked in and had seats, I was assured there would be no problem and to wait patiently.

Almost 2 hours had gone by and we had barely moved. We had a 3 hour layover in Houston before our final flight to Los Angeles so I figured even if we were late it would still be ok. I started talking to some of the bewildered customers that had been to the window and asked what was going on. I was told that some people were being refused a seat that had already checked in as well. It made no sense. They were not boarding in any logical order. It was as if the original manifest was cut into strips and names were being pulled from a hat somewhere. Families of four that had booked and checked in together were being told only 3 of them were on the list. What list? We checked in? It was beginning to get crazy.

Finally we reach the counter at around 1:30 for a 1:50 flight. The girl at the counter said we were not on the list. After showing her the emails and confirmation that we were checked in she told us that the flight had again been changed again to a smaller plane with a new flight number so we were no longer checked in and they could not accommodate everyone. We explained that we received no other email, were checked in and there was no announcement made and we had been in line two and a half hours. We both had work the following day and needed to get home. With little concern or information she brushed us to the side and told us to wait with a growing upset crowd. The next couple after us was checked in and sent to the gate. I asked them if they had received notice of the new flight number and rechecked in online. They said no... What is going on here?!

We watched in agony with a group of twenty five or so other people as the plane took off. Still no information! Then the first announcement was made. A United employee came over to the stranded group and said to be patient they were going to organize transport and hotel vouchers for the stranded passengers. She said they were going to add an additional flight the following day and our itineraries were going to be pushed one day. I asked how we were to be compensated, voucher, etc for loss of time and work. I left a beautiful villa to stand in the airport for the better part of the day. If the flight was cancelled and I was notified earlier we could have made arrangements for work, the dogsitter, transportation from the airport etc. I was not. I was told they had no authority to give vouchers or compensation and disregarded abruptly. I would have definitely stayed where we were at Pristine Bay and enjoyed the day.

Two hours later we were all cramped on a full bus and sent to the Clarion hotel which was subpar at best and infested with mosquitoes. They asked me to put a $500 dollar hold on my credit card for the room. Are they kidding? They didn't asked me for anywhere near that at Pristine Bay which was a thousand times nicer hotel. I felt like I was in the Twilight Zone. We were also told that we were to receive a 10 dollar voucher per person for meals. Good thing I'm on a diet. Our meal the night before was $100 U.S. for two with no alcohol.

When we arrived at the hotel the staff was overwhelmed with the sudden rush of people. Another hour wasted. We were finally checked into to our substandard accommodations at 6 p.m. The meal vouchers good for snacks were not even ready when we arrived at the hotel. We received them around 7 p.m. That night we received our new itinerary for the next day somehow our 3 plus hour layover in Houston had been cut to less than one hour, to go through customs and make our next flight.

The next morning we went to the airport having to pay $50 dollars because the transport the hotel provided only left at 9:30 am, much too early, the window wouldn’t open till 11 and the next bus was at 12:30 which would be too late. After getting our own transport we arrived at the airport again at 11 a.m. The line was short and I thought we could be satisfied with a voucher and upgrade since they were supposedly sending two planes, to compensate us for time and loss of income. The line didn’t move again and people were complaining of getting bumped already. Within 30 minutes the line was out to the door and wrapped around the terminal.

Finally we made it to the counter. Same employee… here we go again... First I explained the income loss, time and trouble and asked what could they do to make it right. I also asked to be put on our original connection flight with a longer layover so we were not running through Houston fruitlessly. I was told there was nothing he could do and that an upgrade, voucher or reimbursement was not possible. I was also told that he did not have the ability to change our connection flight to its original time which is a daily scheduled flight from Houston to LA. I thought I was going crazy. This is United Airlines not Island Hopper Air in some third world country.

The topping on the cake was when a girl came up after returning from the gate, she cut in front of us and told the representative that she willing to take the $1000 dollar voucher to give up her seat on our flight. Simultaneously the rep looked at me and asked for my credit card for the baggage fees for our two checked bags. I lost my mind. I thought they didn't have the ability to offer anything which was a lie. I refused to give him my card and told him the least he could do is waive the baggage fee. He said it was not possible, the famous words, again and if I refused to pay there were plenty people willing to take my seat. I paid. Just had to get home. I was infuriated.

We boarded the flight. It was one third empty. I was assured by flight crew that we would leave on time regardless of the incompetence of the counter crew. That was a lie. We waited on the tarmac until people filed in one or two at a time until every seat was full. I already accepted the fact that we would miss our connection. We took off, made up some time and by some miracle got through customs in Houston, we checked our bags, went through security again, took a train, ran a marathon and made it to the gate as it was closing.

As we checked in the girl at the counter said our seats were given away. It was no longer possible to get seats together. When we asked how this could happen she rudely said she could explain it to us but if we wanted to fly at all she didn't have the time. We asked her name. She responded that she didn't have one. I asked her employee number. She told us she didn't need to provide it and if we wanted to argue they were going to close the door. I wasn't trying to argue. I simply wanted an explanation as to why our seats were given away, I am 6'2 230 lbs. My fiancée is 4'11 110 lbs. It makes it bearable for me when we sit together because I can encroach on some of her extra space.

We were both placed in the middle seat at the bulkhead with the solid armrests. It was unbearable for me. Why were our seats given away when we were pre-checked with our boarding passes sitting together? We landed in LA just thankful to be home went to baggage claim and… guess what? That's right! Our bags didn't make it on our flight.

The only helpful person was the gentleman that worked baggage in LA. He found that our bags were placed on a later flight and he would have them sent to our house. They amazingly arrived the next day by noon. The loss of income, incurred expenses, waste of time, and the stress caused by this whole debacle were enough to cause my fiancée to become ill. What can be done to make this right? We travel 10 or more times annually for years and this was by far the biggest lack of service and communication we have ever experienced by far, all without any attempt at correcting the awful situation. We were told that it would be straightened out and we would be compensated, however no one had the power to do anything. We were told over and over to contact customer service.

We deserve and demand no less than a full refund to cover our losses and a voucher, hopefully, for a decent experience in the future. Please respond if there a hint of customer service left at United Airlines. Manager that never appeared to answer or advise in Roatan, Teresa **. Counter representatives Roatan, Naaman **, Regina **. The employee in Texas as I had said refused to give us her name. She rudely stated that if we wanted her name or I.D. she would give them to us after the doors closed.

Before leaving for the airport, we checked with United's customer care and we're informed that flight is on-time & we reached airport 2.5 hrs before the scheduled time. Out of 12 check-in counters, 6-7 were operational and of which, 2 were quite long. It was said that some system problems were causing these delays and it was getting chaotic with too many people waiting to be served. It’s well known that the customers experience with United Airlines is heading south, but didn't knew this could be so bad. But, didn’t realise that the worst is far from over.

It was 15 past 6pm and the display board indicated that the flight got delayed by 60 more minutes. It was still fine as we would have made to the connecting flight albeit bit of running from one terminal to the other. Finally after long wait, we were at the counter at about 6:30pm and Ms. Velma **, the person at the counter, keyed in the details in the system and told us that the flight is delayed to leave at 9:20 pm and will reach Houston at 10:16 pm, meaning that the connecting flight to Auckland will be missed.

Back then, my wife was pregnant with 13 weeks and we had couple of appointments with the doctors on Monday, the 17th. We did ask for an alternative route so that we don't miss the appointment, given that we had a month long holiday in US and we want to get her checked in Melbourne at the soonest. Ms ** did say that she will look for an alternative option that will allow us to reach Melbourne at least on late Sunday or early Monday morning to meet the doctors on 17th morning. However, instead of assisting us, she left us stranded in the counter, attended another passenger for 15 mins and then informed us that there is nothing available and we had to contact the New Zealand team (Not sure if she was aware that its late in the night in NZ).

We even asked her to make a special request that will allow us to fly by 7:25pm Delta flight to Houston, given our situation but she denied straightaway. When asked to connect me with her supervisor, she did point us to Charlie ** (I think his emp id is **) and left us stranded in the counter. 10 mins gone and it's about 7 in the night, we knew it’s near to impossible to reach Melbourne on Sunday. It couldn't be more chaotic, not just for us, but for the entire community that's waiting to board various United flights.

We did bump on another counter and pleaded the staff (I think her name is Valeria) to look for an alternate route that would allow us to reach Melbourne for the Monday morning appointment, however she informed that the only earliest option she could think of was via SFO but that sector had 12 hours of transit time and will be late Monday morning when we reach Melbourne, not to forget that we would end up spending more for stay, food, etc... during this 12 hour transit. We did ask her to check with her supervisor (reckon it's Charlie), she came back to us saying that there is no other option available and it was more like take it or leave it. She conveyed this message and left us.

Finally, we got a chance to complain to Charlie at about 7:20pm and he said that there was an option to fly via SFO, but we missed as the gates were closed. An hour ago we were told that no option was available and now someone said that there was an option, that's missed. If we had a sensible person at the counter, we could have boarded the flight and would reach Melbourne on time. Its ridicule to the core and since the partnered airline staffs did a shoddy work and we were forced to miss to fly out on the 14th of July. Flying out by next day was the only option they gave us through the same route which will not only miss our doctor appointments, but also end up paying for the additional stay expenses. I did ask to fly out on an alternate route, but they were reluctant to change the route or the carrier.

The next day, as usual we arrived at the airport 2-3 hours earlier, did check the bags in and we thought it’s smooth. However, after completing the security checks, when we went to the gates, the display said that the flight is delayed by 30 mins. 30 became 60 and 60 became 90 and when I went to the counter to reroute given the situation as we don’t want to end up staying in Atlanta one more day and have to be in Melbourne for my wife's appointment, the display said that the flights have been cancelled. My fear of spending another day in Atlanta looks inevitable, not to forget another day of expenses that needs to be tackled.

We were denied to leave Atlanta again and the ground staff Ms. **, could only give us little time to decide if we would like to the reservation to fly out by the next day. Again, it’s take or leave kind of situation and we were forced to take that as we didn't have a choice. This time, we got the reservation via Delta, which the staffs denied last 2 days and in this case, the transit at the Houston had 12 hrs. I can only feel sorry for my wife who couldn't take up the stress both physically and mentally and unfortunately can’t stop her from breaking down.

On the 3rd day - 16th Jul, we were at the Atlanta airport and boarded the Delta flight, but the flight couldn’t take off despite cleared to fly as it reported some mechanical issue. An alternate flight was arranged to leave Atlanta at about 3 in the afternoon and the 12 hr transit time we had indeed proved a blessing in disguise. Finally, we reached Houston and were really hoping for to fly back to Melbourne. 3 hours before the boarding time, I was informed by the Air New Zealand staff at the gate that our reservations weren't visible in the system and they will have come back to me after checking with the United / Delta crew in Atlanta. I briefed our 3 day sufferings to Air NZ ground staff and she made lots of inquiries and believe me, it took more than 2 hours for her to check the status. I was certain that there will be way out but on the flip side of it, if she had said that we don't have reservation, it would have been a nasty nightmare.

It was highly distressful and pressurising and our boarding passes were issued minutes before the boarding time. Our ordeal didn't end there, she told us that our meal preference wasn't updated in the system and we can't be guaranteed the food we want. The meal preferences were updated 3-4 months before the travel, confirmed the preference couple of days before we took the flight from Melbourne and called United team 2-3 times during the cancellations to ensure our food choice is updated. In the flight, we were served food with meat and my pregnant wife couldn't get the proper food and she struggled the whole journey. We thought our plight would end once we leave Atlanta, but it didn't leave us.

My points: if Velma acted sensibly, we could have taken the flight to the west and we would have caught up the flight to Melbourne (which had enough seats). Or, if Velma allowed us to fly by Delta to Houston, we would have boarded the flight to Auckland. If United can allow us to fly out in Delta on the 3rd day, why they didn't allow us to fly on the 1st day itself. I’m sure Velma understands what pregnancy means and the importance of medical checks, can't get why there is no consideration despite me ready to show her the records

Effects of travel via United: My wife, who was then pregnant, had miscarriage mid Aug and doctors have attributed that stress is the key factor for this unfortunate incident. Not sure how my wife’s health is coping up before we can plan a baby again. Doctors labelled her next pregnant as risky. 2 weeks of work missed due to hospitalisations. Hospital expenses. 3 days of loss of pay due to flight cancellations. 3 days of school missed due to flight cancellations.

Expenses incurred due to the additional days stay, multiple travel from home to airport, parking, fuel and other expenses and not to forget the credit card fees and etc... Frequent international calls to inform hospitals, work manager and other connections on our delay. Unlimited physical stress in loading and unloading bags, including packing and unpacking - caused an injury while lifting and shifting the bags. Quality time with the family not spent. Mental pain and agony that no device in the world can measure. Loss of sleep and rest, not to forget the stress that translated to the pressure. Waste of time. Airport and travel sickness. Many physical issues and other stuffs that words can't explain

The only thing I received from United despite repeated emails to United and Oscar Munoz (CEO of United) ‏was a travel voucher worth few hundred dollars which can be used only in U.S. Someone eating filth can only come with these kinda ideas and wondering if United was expecting us to fork out 1000s of dollars to use this voucher? The support staffs at United knew what am I referring to and I’m now taking this to social media to outline my agony as United didn’t bother to handle this properly as it should be. The miscarriage ordeal is continuing till now and my wife is still undergoing scans and checks.

My experience is yet another example of how United treats their passengers and presume my ordeal will be an eye opener to those who planned to fly out by United. It's well known that United lacks professional ethics, but it’s time that the world should know they are inhumane. Shame on you United, even a sparrow has a bigger brain than you…

I get there 3 hours early and there was this LOOOONG ** line with a crap ton of people (they had 2 employees at the check in counter). So I was like imma go thru the electronic check in thing since they had a way shorter line. I wait about 30 min to get to this thing and press away to get my boarding pass. I finish and this machine tells me that I have to talk to one of the representatives to get my boarding pass. So I do that and this employee tells me to go to the back of the line which had at least half more people than it had before.

Mind you I had no luggage with me at the moment. At this time I had about 2 hours left. I stand the line for about an hour & some change and finally got helped. I talk to the lady to make sure my luggage from my other flight was squared away and guess what? They had no clue where it was; so I had to sprint my ** to HK Airlines and back to resolve it. At this time I only had 30 or so min to my flight, so I cut through all these people in line, get my boarding pass, go thru security, and haul my ** to the freaking gate. And thank God, I made it.

I get on the plane thinking we're going to Newark. Pilot suddenly announces due to weather conditions, we're going to Chicago. I was like hey ** happens. Get over what just happened and move on. No one can control the weather and I was perfectly fine with that. I get to Chicago, stand the immigration line and get my new boarding pass (UA 3620) to go to JAX. I look at my boarding pass and realized I had 40 min to get to the plane and since I got redirected from Newark to Chicago, I had to wait for my luggage and check it in again. I tried to check my 2 luggages in and these United guys said I could only check 1 of my 2 bags.

I go thru TSA and since I was rushing, I forgot that I had canned food that was over the limit in one of my supposed checked in luggage; TSA had to specially check my bag. Since there was a line, this took about 20 mins or so. TSA guy tells me "I can't believe they didn't let you check this in". After this, I realized I had less than 10 min till my flight leaves. So I sprint at least a mile and freaking make it; I get to my seat and the pilot announces "There's gonna be a delay due to a missing crew member". At this point I just smiled and said "Wow". About 30 min passes and finally we fly.

Screw these guys. Y'all shoulda just dragged my ** outta the plane instead of all this. I never had a good experience flying with them and I will never fly with them again as long as I have that option. Thanks for making it to here. Have a good day. PS: I am currently serving in the US military. Thank you for your service United Airlines.

United Airlines refused to cancel the flight. The teenagers had gone to the DR to build a safe place for kids in an orphanage to play during their own Christmas break. These selfless teenagers raised money to go on this life-changing trip. While they were there they gave away almost all of their belongings to the children in the orphanage. Leaving them with only summer clothes on their back to return home. United Airlines way to give back, refuse to change their flight after multiple attempts by Court for Kids. AND they refused to provide food or lodging for the teenagers.

A hotel was secured through Hotels.com and the hotel rooms have to be paid for by the parents because the charity does not have the funding to cover the hotel rooms. A specific request for these kids was a hotel breakfast included in the room. Hotel.com refused to honor this request and booked them in a hotel without a breakfast. This type of treatment for people that have given their time, hard work, and becoming part of a different culture for a short period of time is beyond outrageous and unacceptable. Such large corporations can't even give something this small is beyond any comprehension and is exactly what is wrong with the world today. Especially coming right after a time of year where most people feel even more charitable. I will no longer use Hotels.com or fly on United due to this display of utter disregard for those in need.

After all, one of the passenger from a window-exit seat gave me her seat. Although, all that time while waiting in the aisle I tried to maintain myself calm, when I finally set down I broked in tears and I felt like my head was split open. I never felt publicly embarrassed like that. Whether the reason was United or not but on the second day after that trip I could not stand up from my bed, I was numb like that for a few days until my friend took me to a doctor and I’ve been on depression-anxiety medication since... There is more to the story and it gets worst, but I will avoid the rest... For a few extra dollars, United Airlines undermined my rights and my wellbeing, I did not deserve being treated like a criminal.

Call United to make changes and am told it will cost me 300 plus another 140 for a seat change cause no more economy seats left. Ok no problem, as I confirm Beijing to DTW I am told that they do not have the info if there is a seat available on the Chicago to DTW leg but when I land in Chicago just show the people the receipt for my flight change - already paid for - and they will put me on the first available flight. I wait in the same line again for another 15 or so mins, I go over the flight plan again with them to make sure it is all set before getting my boarding pass and am told it is Beijing to DTW with a stop in Chicago, just show the paperwork in Chicago upon landing.

Land in Chicago, go and present my documentation and receipts and am told they have no record of me, my flight or my payment. The only thing they have is my original flight 3 days later. I state that is incorrect, I show my paperwork and documentation and sent to the customer counter who again tell me they have nothing in their computers about my change or flight even though I am standing in front of them. The counter people call main office and I am told United Asia messed up and never put on the last leg even though I paid for it. But since there is nothing in the computer or records I will have to pay again for my last leg Chicago to Detroit if I want a flight.

I show all my info and say I paid for it the original time, I paid for it a second time with the change, and now they want me to pay for the same leg a 3rd time because, by their own admittance, United Asia messed up. They claim they cannot offer me anything and I must buy a full priced ticket because they have nothing in the records even though I have the paperwork and documentation in my hands showing them. Got charged 230. for a one way back to Detroit on the last flight of the day. Sent complaint into United and they sent a 97.00 refund. I tried calling a number of times but no one to talk to and little customer service. Sent letters 2 different times explaining what happened and that I should be refunded the full amount and got zero reply. Tried for 2 months and still nothing so called again today, explained what happened and was told yes they see the issue and transfer me to refunds/complaints. Click, I get hung up on again.

We again talk about the luggage and everything but they repeat the same "luggage goes with the passenger". We were again not allowed in the 11a flight because seats not available. Now they push us to 1:43p flight. And again they assure us seats are available and we should be getting two. But considering all that happened since morning, we check other airlines and find Delta business class flights available to JFK. We ask United associates that we are booking seats with Delta, can they transfer our luggage to Delta? Debra ** says they can. So now we spend $1800 and book our flight to JFK. We go to United and show our confirmed tickets with Delta, asking them to transfer our luggage. Now Debra says, the luggage has been sent to EWR in the first flight itself. What happened to "luggage goes with the passenger...blah blah"? And if they sent our luggage in the first flight itself, why were we being harassed?

We ask Debra can somebody send our luggage from EWR to JFK because our international flight is from JFK? Debra ** calls her supervisor, Joshua **, who tells us they can do nothing. We finally ask Debra ** if at least she could revert the points we spent since we did not fly with them at all. She said she added a note, so customer care guys will revert our points. So now we travel in $1800 tickets to JFK, spend $250 to rush to EWR, fetch our luggage and then rush back to JFK to catch our international flight spending $250 again. Not done yet. We return from our trip and call United Airlines because the points hadn't been reverted. They say that they have a note from airport executives saying "we were late by 45 MINUTES, so no points will be reverted". Such morons! I hate to say this but it felt racial at times. The executives were hardly listening to our concerns while entertaining other guests who were "American" very well.

They kept on ranting "luggage goes with the passenger till the end" even after our luggage went without us. We came back and got busy with our lives and decided to put it back all together until recently when my colleague suggested I write about the incident so that others know how United Airlines treat their customers. I filed a complaint with United but didn't get any response from them.

Moreover, the worst thing I met was that one of crews asked my son who is just 9 years old boy to put his carry on sized luggage in the overhead bin himself when we were boarding on a plane. My son was right before my daughter and my daughter was right before me in a line. The crew asked my son to lift and put his luggage in the overhead bin in a hurry and my son tried to do that! I saw that situation. Of course, he didn’t help my son and even rushed him.

Actually, I didn’t hear the crew’s saying to my son at the moment and just helped my son to handle his luggage without notice about this and I was told from my kids about it on my way home. If I had knew about it, I would talk to that guy about that matter seriously. I really wonder what the matter UA is!!! How are they so arrogant and mean! Does the problem come from that company’s culture? or the principles of the founder? If not, how are most of agents of UA so bad and not gentle and biased? I have felt so bad whole day because of UA, so mean company!

When I called to ask United what was going on here is what happened. First off, the 1k phone line did not take me to a 1k service desk, but just the regular customer service. How is that a perk? The agent who helped me was clearly working at an overseas call center, which would be fine technically, but they rarely understand when a topic goes off script. The person who helped me did not disclose that for 45 minutes most of which time I was on hold. When recounting the facts of my issue back to me as a recap to take to her supervisor, the agent accused me of canceling the flight, which I did not. Then after that long hold time, I was transferred to the 1k desk where I was told the person needed to discuss with a supervisor. Isn't that what the first person was doing?

The agent came back and told me in a roundabout way that to get myself back on the originally scheduled flight that I would need to pay $229. I let me know this was unacceptable and that I would wait on the phone until they resolved it another way. After a few back and forths to her supervisor, I finally got my ticket reinstated. 1 hour and 20 some odd minutes later for a mistake by United that they were trying to pass onto a loyal customer. This is horrible customer service. It is the holidays and if I did not check one a whim to see if I could get a better seat, I would have been scrambling the night before the flight during this busy holiday season. What a horrible experience!!!

After my husband spoke with so many managers from United with no solution of reimbursement because no one has an answer to the passengers. I see myself obligated to see my lawyer because she needs a money back for her ticket from Denver to Hartford and from Hartford to Great Fall, Montana. And also United needs to find her carry on. All her medication for her are in it. My husband and I tickets to Denver one way for our flight of today at 7:00 in the morning. So, Please, can you please tell me what do I need to do? Thank you.

I paid my hotel out of pocket and spent the night in Houston. I showed up at the airport at 7:45 am expecting to take the UA 4109 flight which to my surprise I was not longer on the system. The representative helping me continuously said I missed my flight to New Orleans which was never the plan. She said I "voluntarily" agreed to change my flight to another route which I never agreed. I had to argue with her until I talked to her supervisor. She stated the same thing: I "voluntarily" changed my flight to New Orleans and I missed my flight.

I ended up begging to get on the plane to Gulfport and I was blame by that incident, I was not offered any apologies, I had to pay out of pocket my hotel and I was blame by the incident. While, I understand how stressful is to work in customer service I explained I had proof I never intended to fly to MSY. I did have my original boarding passes to GPT with the new departure time handwritten by the first agent, I paid hotel expenses out of pocket and I showed up at the time for the original flight but basically I was still blame for the whole situation. This incident was awful and clearly damage the reputation of United Airlines.

I called into United Airlines first thing Monday morning on the 11th, and sure enough, I was talking to someone with a foreign accent. The United Airlines agent continues to cite that per legal contract, she cannot do anything and had to charge me $300. I know I am outside the 24-hour refund window, but the flight is five months away, and the entire plane is still empty. Nope, she insists on charging me the change fee before she can switch my flight from 12:15 pm to 7:40 am. To make the matter worse, I was responsible for four people’s booking, so I got penalized for $75 times 4, total $300.

The agent suggested that I may contact the United Airlines refund department to request a refund. I did, and all I got is a heartless, robotic response from United Airlines “We're unable to waive or refund any fees for you. We appreciate the opportunity to assist you.” And I cannot even reply to the email – “this email address does not accept inbound messages.” What a joke! No more, I will not fly United Airlines anymore. My recommendation to all travelers out there - don’t support the heartless and greedy airlines like United Airlines. All United does is to recite their legal contract and charge you endless fees - no heart, no sympathy! I am sure everyone saw the video already.

He told them that he knew we would miss the flight so it makes no sense to wait until we missed the flight to reschedule. My husband then asked to speak to the supervisor. The woman put us on hold then came back on the line saying that she could waive the change in airfare. So we would only be charged $75. My husband asked to make sure it would only be $75 & she said yes.

I just checked my itinerary & it says total is $632.20. I checked my bank account & it says they're trying to pull the full amount. Nothing is being waived. I don’t understand how I can be told that I’ll be charged one number but they charge a completely different number. Then I called the customer support & they tell me that I misunderstood what the woman must have been saying because they don’t have the power to waive the change in airfare fee.

I didn’t misunderstand anything, both me & my husband were on the phone. There’s no way we both heard it wrong. So they told me to make a complaint with corporate, but you have to send an email. After you send the email you get this delightful automated email saying that they’ll respond 7-14 business days & sometimes it’ll take 30. Which is the most ridiculous thing. They get to reply at their earliest convenience but none of this is convenient for me.

I told her I didn't appreciate her laughing and she ignored me and proceeded to tell me she would refund my money and since there is still a month left before the departure they can and probably will change my trip again. She also, told me that they sent other emails about 3 other flight changes which I told her I never received. She was a rude woman with no compassion and didn't even want to try and help in anyway.

That was fine until a day or two later on I had to pay $600.00 and no deduction. I think the problem lies with United Airlines outsourcing to other countries in need of extra cash: they might be working on commission. The more you delete and rebook; the more you change and not tell the actual amount, the more they make. Never will I book with United Airlines. NO way. PLEASE BE CAREFUL. 2 CHEATINGS IS ENOUGH.

The LAX police told me they got a call from a United Airlines employee saying I was a "stranded or homeless person" sitting in their area and wanted me removed. I showed the police my ticket and they apologized to me. I have never flown on United and I NEVER will. The United employees at LAX are very arrogant, rude and nasty!!!

The United Airlines check-in area at LAX is empty because of the poor customer service and high number of complaints against this disgusting airline!! Because United at LAX has such little business, their employees are playing on their phones, smoking in front of the doors, talking loud about **, drugs and illegal activities and acting like **. Way too many workers standing around with nothing to do but cause trouble for themselves and passengers. STAY AWAY!!!!

My husband's trip is an emergency, and whatever he needed was in that luggage. Customer service sucks and even told me, "We have no knowledge how important was is in your luggage." My point is important or not, it was paid and has to be taken cared of. This will be the first and last time we will be using United Airlines. They have to improve their service and the character of the customer service they hired. Be considerate and answer frankly not just saying, "I'm sorry."

I was so confused because when I searched on their official website, on the same day, one way ticket is only around 800 dollars, and I have more than 2000 points available to use. So I asked the guy on the phone why there was a huge difference for the price between booking on the phone and online, the guy told me that sometimes they have special discounts online but not by the phone. What he had the price was just 2000 dollars for ONE WAY from Beijing to Newark. So it does not make sense to me when I already paid 2000 dollars on that ticket before, and after I canceled and re-book it, I still have to pay extra 500 dollars for a one way ticket!

Then I asked him if I can book the ticket online, he told me yes I can, then I asked him to help me to book the ticket online, he was impatient and rude again, said: "I am not responsible for the online support service, you have to call back for another person to guide you, or I can transfer you to the online support team". And he also said rudely that "I already told you and I don't know how to explain more to you about the ticket". So I asked him to transfer me to the online support team and I said "Thank you for your help" and HE DID NOT EVEN REPLY A WORD TO ME!!

So I was transferred to another representative, and the lady was nice and friendly, I asked her what is the reason for the huge price difference between the official website and the phone. She said it was because the guy did not sorted the price list for the lowest, he just randomly picked up one ticket with full price and it was 2000 dollars for ONE WAY by then, which was very unprofessional and very irresponsible.

I was thinking if I wasn't ask again about the price with that guy, I would eventually used up all my credits and I still have to pay extra 500 dollars for a SINGLE RIDE for my mom. Which really does not make any sense! I don't know this guy's name and his working ID or something, but I felt sooo bad about this phone experience, I used to be a very loyalty frequent flyer with United Airlines because I have to travel back and forth between China and US every year. I used to fly in business class with United Airlines several times, their business class service is really poor, food is poor, facility was old, they usually have a Chinese flight attendant for serving the Chinese customers, but most of their Chinese flight attendants are not able to give us a really good service even at Business Class, let alone the coach class.

Another issue about the UA is every time when I spend more money and do an upgrade from economy class to business class, the points for the mileage will never add to your mileage plus account, this does not make sense as well. There are many other flight companies out there, United Airlines will no longer be my Only choice for my future travel.

Terribly mistaken is what I was when I made this phone call because I was greeted by an electronic voice who listed options. Robots are not terrible. Don't get me wrong but, they are not always the best at understanding and can only respond in a specific way so it's difficult to dig for answers more akin to the website. So I botched my interactions with the robot and finally was given a person to talk to, at this point I was nothing but ecstatic to get answers. This was also misplaced I would come to find.

The women chimed "Hello, I'm A" seems happy enough. Her accent was pretty thick. I thought nothing of it as my grandmother has a very thick Hispanic accent and I've grown around many different people including ones with accents. "Pleasure to meet you, A, I'm K how are you today?" I said pleasantly "I'm good too thank you for asking K. So how can I help you today."

So I proceeded to ask my questions about the baggage policy, the problem here is I don't think she actually knew what she was reading. She sounded confused. She quickly stated the same things I had read online and simply kept telling me that I could not have a "carry on". That answered one of many questions, but I had been asking about which tickets offer "carry on". If not to switch tickets or potentially be charged to have a "carry on" but, to know for further use of the airline.

She then listed the names of the tickets and what they offered but when I reciprocated that I just wanted to know what the first ticket (Price range wise) was to offer "carry on" she again this time more sternly stated I could not have a "carry on". I got frustrated at this point and asked to speak to someone else cause I felt we weren't communicating well. I asked for someone who spoke Spanish as it is a second language and I could perhaps find someone that could understand me better.

She then put me on hold for a short time in which time I handed the phone to my significant other whom is also fluent in Spanish. The same woman picked up the phone again this time my S.O. (Significant Other) asked the questions as she also has a ticket on the flight. As she confirmed the information and who it was my S.O. asked the questions received the same answers I had. Then politely and simply asked "OK, but what is the ticket that offers the carry-on." A responded with "Regular economy".

That's it everybody I had finally received my answer. I rejoiced in the background "YES! THAT'S ALL I WANTED TO KNOW THANK YOU!". So I finally had my answer, however, this was an almost 30-minute ordeal and I don't have that kind of time for simple questions that should be answered in 10 minutes or less. I understand if there is some large clause or term of service you have to read to me but please just answer the question in simple a statement. Don't run me in circles, don't keep telling me what I can't have I only want my questions answered quickly and politely.

In conclusion, I am dissatisfied with the customer service quality of United Airlines, their baggage policy does not offer "carry on" to their base price flights. This airline is not convenient nor affordable. Just cheap. I can tell that their funding and time does not for 1 go to customer service or satisfaction. This information saddens me and I would like to see better from this company in the future seeing as they are the only ones within my price range.

And I missed my flight, along with a whole line of other people in the same situation. Honestly, it is time for us ALL to pick another airline. I can imagine the United Board of Directors gleefully voting for this "basic economy" policy to enrich their bottom lines, assuming the sheep will continue to fly United. Not me. I will vote with my feet and go elsewhere.

After explaining my frustration, not my inability to pay, and asking what my other options were she rudely commented about my inability to understand policy and move on. I was simply asking for clarification, not special treatment. To which she finished our conversation with "Well that's just the way it is. And if that's how you feel, then thank you for flying United Airlines!" I hung up with pure frustration and confusion.

Today, I decided to call once again in hopes of finally being able to talk with someone who could actually talk me through ALL of my options. I spoke with Nick who said that I was misinformed; it was a flat $200 fee plus the difference in price. He insisted this was correct and even gave me a quote which was more than half the difference I was told when I called the first time! Obviously these agents have some pull and can accommodate customers when they want to. He then said I would be able to handle all of this online so that I could confirm the flight and seats that I wanted for my daughter and I. I thanked him for his time and immediately logged in online to start that process.

Right away I knew something was wrong - there was a $300 difference between the price Nick gave me and what my computer said! So I called United once again to double check everything. This next agent was finally helpful! She confirmed that all of the information Nick gave me was wrong (change fee and the possibility of contesting and being refunded for my flight).

I then continued to tell her about my other experiences with the other 3 reps that I previously spoke with and she clarified all of my options ($200 fee vs 24 same day change) and actually sympathized with the poor quality of service I received. I also explained that I chose United as a last resort since the Alaska Airlines flight I hoped for (perfect departure time, nonstop, and same price) didn't have 2 seats together and that their company policy would not charge me more than the price of my flight to switch if I chose to do so. Unfortunately, I still cannot have any sort of fee waived for United's sneaky way of not disclosing all flights ahead of time. If I have this poor of service way before I even get on the flight, I cannot imagine the way my daughter and I will be treated on our day of departure.

This is completely heartless. I was not changing the flight or the person flying - just that my last name was entered twice. Not only did I lose ALL of my money for this flight - but because they gave me the runaround for almost two weeks - flights are now astronomical. They only offered another flight for 3 times what I paid for the first on. I have never been treated so poorly and with complete disregard like that in my entire life. To avoid missing my son's wedding - I had to book another flight - a flight I could not afford. This is so disheartening. Completely disappointed.

A very nice service rep told me I could upgrade the flights for $25 each... 2 persons, round trip = 4 tickets for a total of $100. Easy, right? Rep first confirms my confirmation and credit card numbers, then asks for all of my credit card info again, to run the $100. She then puts me on hold... For almost 15 minutes. She comes back on, asks me again about the upgrades I want and puts me back on hold... This time for over 40 minutes. Just to run my credit card.

Rep comes back on, apologizing over and over. Her computer was having problems and she had to call her tech department to fix it, leaving me on hold the entire time. She then tells me she's waived the upgrade fees because of the inconvenience. She then got us assigned seats and told me the seat numbers, confirmed we can bring full sized carry-ons, etc. I thought that was very helpful and appropriate considering the hour+ phone call. Later that afternoon I was going out shopping and checked my bank balance... I had been charged by United $380.80! The full price of our tickets, double charged. Not the $100 upgrade fee... Which had been waived! The full price of our tickets that we had paid over a month before... United was charging us twice for our tickets.

I call United back, explain what happened to the rep (a different one, obviously), she then tells me I'm wrong. Puts me on hold for 13 minutes. She says with my free upgrade, I'm being charged $100. Not the full price. Now I'm explaining to her that I've already been charged the full $380.80... The money has already been pulled from my account, it is gone!!! She says no it's not, they didn't charge me. Says she'll transfer me to her supervisor.

Supervisory comes on, I have to go through the entire explanation again, she tells me I'm wrong. Puts me on hold... 12 minutes later she comes back and tells me that my free upgrade was only for the outbound flights. So she is going to charge me $100 for the upgrade!!!???!!! Like what the hell is going on here??? I explained that first of all, those fees had already been waived. But even according to her, if only the outbound fees waived, I should still only be charged $50 for the two return flights. ($25 per ticket, remember). She tells me, "No, the total is actually $100." I did the math with her again, she put me on hold.

This time only 8 minutes and she's back telling me, the outbound flights I got the free upgrade for was to "economy plus" and those are $49. But I still have to pay for the first upgrade to "standard economy"... $100!!!??? At this point I have no idea what the hell she's talking about. She tells me the first rep I talked to charged me for the first upgrade "standard economy" and gave us a free upgrade, outbound only, to "economy plus". (That's 3 different different classes, BTW). I explained again that was not what I was told, and even still... I'm being charged the full price for my tickets twice!

So I have her recap for me... The double charge has been refunded, we have been upgraded to "standard economy" with the fees waived, our already free upgrade to "economy plus" was taken away (being punished I guess, haha). All I wanted to do was sit next to my wife. I was ready to pay the $100 upgrade fee, and called them and followed all their policies. Instead I ended up in this total nightmare of double charging and obfuscation. And 3 hours on hold. (It took 6 minutes to buy the tickets online). BUT NOW: This morning, I've been charged the full $380.80. They have STILL charged me double!

Now I'm left with the choice of doing this all over again, a second day in a row and somehow hoping or believing they might fix it... Waiting until tomorrow and having my bank do a charge back to United and hope that doesn't somehow cancel my tickets... Cancelling the damn tickets entirely and just driving... No matter what, trusting United isn't part of any of that.

On calling United to inquire why, I was told this is their new policy and I should be aware of this policy. We explained that when we booked this ticket via Expedia we were not aware of their new policy nor did we see any mention of this. "Bad luck" we were told, "You have to pay or leave the case at the airport. This is the very last time any of this family will fly on United Airlines... Their behavior is disgraceful. I have just cancelled all our future bookings on United. "Do not book with United Airlines." Delta & American are more reputable airlines to do business with... Stay away from United.

I have tried back many times now, found the same flights, and keep getting the same error message. I have called and spoken with their Customer Service and written a lengthy letter explaining the issue. In my mind this is the definition of False Advertising if you offer a service and simply cannot provide it. I received a letter back from United Airlines where they admit that this is out of their control. Again, the definition of False Advertising to offer a Goods or Services that you simply cannot provide. It makes them look "Good" because 80,000 points is a good offer for this flight but it's a ruse. I have multiple screenshots that show the date and time, the flight pair, the mileage offer and the error code. I have attached one pair to this complaint. You can see the flight pair, the mileage cost and in the upper right-hand corner the day & time from my computer. The date was a few days ago.

I suggested to United that they could either offer me a "Raincheck" for these flights and then find out why the error code keeps coming up or, more logically, offer me a similar flight on a United flight which they absolutely have control over. They have daily non-stops from Sydney to Los Angeles and you can often find them in Business Class for 70,000 points, 10,000 points less than the offer they can't fulfill. They have repeatedly refused to follow this course of action either. The airlines have gained notoriety in the past decade for their business practices. One of those practices is to simply tell you there is nothing they can do. They leave people sitting on the tarmac for hours, kick them off of flights for no good reason, and I'm sure the list is much longer. The point being the "I'm sorry there is nothing I can do excuse" is simply not valid.

The Supervisor for website support told me she was going to report this error. That was a week ago and the flights are still showing up. Again, I received a letter from United where they admit they simply can't offer those flights reliably and, in fact, they don't seem to be able to offer them at all. I spoke with Air New Zealand, the partner airline that the flights would be on and they had no idea why United could not fulfill that offer.

I am a Bi Weekly frequent Flyer with UAL and they do a good job at the gate, on the plane and at the counter. However, if you ever have an unusual situation and need to call their res center, plan for the worst. It appears the reservation agents are now "minimum wage contract employees" through a call center that don't take ownership. I recommended UAL raise base wages and skills sets for all contract staff in customer-facing functions. Otherwise service will continue to deteriorate to the level of Frontier and Spirit.

On any airline you may have a rough ride, lousy food, a surly steward. Mostly it's a crap-shoot - no one airline has the corner on "best value" or "worst employees." That's just as true of banks, grocery stores, and post offices. What has annoyed me most recently about flying is specifically about the big jets and long flights: yes, all the airlines have made seats smaller so they can cram more passengers into economy. Not one of them has increased the number of bathrooms. And they all get ratty about "congregating in the aisles" and about sitting down when the fasten-seatbelts sign is on. That concerns me a lot more than whether or not I can bring a jar of peanut butter on board.

I would treat myself to travel 1st class again. It made a long flight so much more easier. Wish United would bring back the direct flights to Vegas again. Too many stops now - longer in plane, think a regular seat would be uncomfortable for 6 or more hours, esp, if you have a bad back or are a larger person. That long a trip, if, I went United again- would have to do 1st class. You will have to read their policy to see if it suits you.

I was once again directed to the customer service representative who informed me there were no other flights that day to my final destination and suggested I take a shuttle home then present the cost to the airline for reimbursement. I asked for my luggage at that point but was told my luggage could not be found. At that point it was already 11:30pm and I was tired and frustrated. The representative suggested I book a hotel in Denver then request the airline reimbursement me for the cost. I stated that was unacceptable then she stated the airline would book a room for me and scheduled a flight for me to return home the next day. I accepted the hotel, arriving there after 1:30am.

The next morning a family member drove the 115miles from Colorado Springs to Denver to give me a ride home. The airlines stated my luggage still could not be located but they would have it delivered to my home when it was found. The luggage was finally delivered to my house that night. I sent a complain form to the airlines, however, I have not heard from them. I spent 41 years serving this great country retiring from the military then working another 20 years as a civilian traveling for the military with this trip being my worst experience.

Just as a side note, the first agent I spoke with tried to transfer to their international desk since she saw Panama City as my final destination. I had to point out to her that it was in Florida, not Central America. I have flown close to 1 million miles on United over the years. They obviously don't care which is not surprising for such a poor customer service company. I asked to talk to someone else and I was told that the second person was the "last point of contact" and that if I didn't like their action, I could write a complaint which would not ever be looked at for 7-14 business days.

On the return I found out that my entire party’s reservation was canceled due to this canceled flight. The agent who re-booked our tickets told me I would be given a full refund for my car rental. I asked her twice to make sure I understood. She told me her name and that 100 percent will be refunded to me. (Don’t they record the calls?) I should mention that the return trip was not without problems. They were disorganized to the point that they actually had to re-book my party’s flights 4 times and each time was worse than the next! This was all due to lack of management and service.

Today... 30 days later, 2 emails, 3 phone calls, waiting on hold for hours. Yes hours, hours of my time trying to get someone to help me... I was offered a 52.00 refund and 100.00 voucher. How insulting! I was treated so badly! Their agents are rude and condescending and I am appalled. I am seeking the full refund for my car rental as it was promised to me, as well as a full refund for my ticket, upgrade and baggage. It is the very least they can do to extend goodwill.

When we got to Denver... They let us off the plane first, ran to our next flight area and when we got to the loading area we were told they gave our seats to someone else. We actually got to the boarding area 15 minutes before the flight was scheduled to take off. They refused to do anything about it even though we paid a higher price for the tickets, it was the pilot's fault in Texas that we were not earlier than 15 minutes before Denver's scheduled take off, that Texas was supposed to notify Denver flight people that we were on our & hold our seats and we were actually NOT late.