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Reviewed Aug. 22, 2023
Not only was my flight delayed by three hours, forcing me to miss my connecting flight to my final destination, but United 1) refused to put me on an early connecting flight the next morning despite seats being available, 2) refused to offer me a hotel voucher, forcing me to spend the night on the floor of the airport, 3) forced me to either return to my home city, canceling my trip altogether, and 4) refused to refund me, meaning I paid to sit for 5 hours on a flight that should've taken 90 minutes just to spend the night freezing my butt off (United didn't even offer me a blanket) on the airport floor, just to return home the next morning. I was completely disregarded not only by the United crew, but their customer service agents as well. I will never fly United again. I had heard horror stories about this airline, but hadn't experienced it for myself until now. No trip is worth the risk of going through what I went through. Thanks for a terrible birthday, United.
Reviewed Aug. 22, 2023
My wife and I were scheduled to start our 20th anniversary with a United Flight that was booked 8 months in advance. When we arrived at the counter to check in our luggage we were told that we were booked on a flight the next day with no explanation. A total disregard for not following the passenger bill of rights per DOT, written explanation or compensation. After two months of haggling with customer care, I was told that "I volunteered to give up our seats" which was a lie and shameful to say the least. We were never asked to volunteer to give up our seats and I was told that I made this selection the morning of our flight on-line. Again, not true. United made us feel the missed flight was our doing and treated us disrespectfully, questioning our credibility and honesty. I will never fly United again after this experience.
Reviewed Aug. 13, 2023
I took a long planned trip to Italy with friends in May-June and on the way home from Italy got stuck in Zurich. Our original flight had been delayed by 5 hours which turned into a 7 hour delay so we were told to use the United app to change/rebook our flight. The app was frozen due to so many people trying to access it. We were then told to go to Terminal D, Gate 23 for the United representative. The Counter said United Change Gate but there were no United representatives there and they REFUSED to help us as they were vendors. Told us to go on the app which would not work. They did not have a phone number for us to call and so we were on our own. We finally got ahold of a representative in the US and got our flight changed to an earlier flight thru Chicago.
We boarded that flight and after sitting on the tarmac for an hour, that flight was canceled. Again we were told to go to Terminal D, Gate 23 to talk to a United representative. No one was there this time. Anyone we talked to REFUSED to help us and the United app was still frozen. We again talked to someone in the US after hours of trying to call and got back on our original flight to WDC but we missed our connecting flight in the US so had to travel next day. In total, we spent 11 hours in the Zurich airport and no one helped us. They were RUDE and REFUSED to help.
When we got to WDC after going through customs, we had to stand in line for 2 hours to get a hotel voucher. You would think they could send that to us without us having to demand it. Therefore, we were only able to get 3 hours sleep before getting up for our flights next morning. We booked our flights through Expedia and because it was an international flight and our flights were delayed and then canceled, we were told we were due compensation. United only offered us a $150 credit on a future flight which is pathetic for the ordeal we suffered. Bottomline, United does not care of you are satisfied with your experience traveling with them. Even when we got to the US, the United representatives were Rude and not helpful.
Reviewed Aug. 7, 2023
Called 3 time to only get a credit to be hung up on. I use to fly first class on this airline based in my hometown but no more. The blatant disrespect is not ok. I received a text from them asking me to reconsider my travel at no additional cost because of weather and I said let me get a credit to fly another day. To get dismissed in this way is not ok.
Reviewed Aug. 1, 2023
United cancelled my wife's return flight on 7/21, 7/24 and 7/25 for reasons given as operational issues and ground congestion. I was advised she would be given a 50% refund for the 1st class ticket cost of $916.40. Instead United's refund to our credit card was short by $85.60. For 3 straight days my wife was at the Ithaca airport at 5AM for her 6:04AM flight only to be advised it was cancelled. Cust service at the airport was useless. On top of treating my wife like crap, they turn around days later and lie to me about getting a 50% refund. I never dreamed an airline could treat a customer this badly. Never again will we fly United.
Reviewed July 30, 2023
Tell me why United Airlines is the one of the only airlines that does NOT honor or respect soldiers and service members going to an active combat zone for admission to the already trash lounge they offer. Oh but wait, if you are taking ordinary, regular leave you can enter free of charge but oh my god, if you are deploying, it is $30. This is why United is trash and no one chooses this airline for personal travel. I will NEVER EVER again let US dollars go towards a united flight.
Reviewed July 29, 2023
United has simply become a garbage airline. Their travel credit system won't allow me to use the credit viewable under my account. 3 hours on the website, 2 hours on the phone and nothing but empty promises by Micah, Jacquelyn, and the supervisor Diamond all promise resolution with an email to follow that never comes. Will make a complaint to the FTC as I don't feel the need to spend more hours speaking with "customer service" only to be lied to and laughed at. Shame on this airline and anyone that continues to fly them.
Reviewed July 27, 2023
I really do not appreciate the service offered by United Airlines. I purchased a ticket in Economy class along with another ticket for 2 just extra seats as my wife has some issues traveling in economy class. Later I found a cheap Business class ticket on United website which I then asked United to upgrade one of the tickets by combining both tickets. Unfortunately, I had to cancel my flight due to medical reasons so I requested to get refund which they approved. Still, they returned only a portion in me and rest they gave as ETC. I mean what kind of logic is this, if a ticket gets cancelled it always gives a ETC for future use. When I ask them to refund the rest they asked to create ticket from Customer service.
Now the customer service is even not responding as they keep forwarding the request to Refunds. This is insane, I submitted request to get refund due to medical reasons. There should always be room for some exceptions, I do not travel much and this money will go to waste if they give me as ETC. That is why I keep requesting them to refund but keeps getting DENIED. What kind of customer service is this, is this a way to treat a customer and this refunds Department seems very rude and not at all helping. This is really DISAPPOINTING. It feeling really annoying and frustrating that I chose United Airlines for flying. This is the WORST CUSTOMER EXPERIENCE I received in my whole life. I have been a customer support before, I thought treating customer is the first preference. This concept seems to have stopped when it comes to United Airlines. This is not acceptable at any circumstances.
Reviewed July 26, 2023
I flew United Airlines (UA) on a flight from Honolulu to Los Angeles on 7/13/2023 (Flight # 1636). I would give UA a grade of "F" on virtually every front! I will list the important ones:
1. At the Honolulu airport check-in, they had one person behind the counter trying to serve a line of around 300 passengers.
2. The check-in process took us ~90 minutes. And when we reached close to the front of a long serpentine line of waiting passenger, a United agent went to the very back of the line and moved ~40 passengers to the very front of the line, ahead of us, for the very same flight! Why? Because there was no way in hell they could have made the flight, although they were not really that late to be at the airport.
3. To gauge passengers more, UA requires Economy passengers to check in their carry-on bags and pay $35 each for them --- we ended up paying $105 for one suitcase and 2 carry-on bags! No other airline that I flew in the last 3 months (e.g., Alaska , Delta, and Emirates) charged for carry-on bags!!
4. No seat assignments until the last minute at the gate! Worst part: the attendant at the gate didn't want to strain her little head to place families together as much as possible. I was given a middle seat 12 rows behind my wife and Autistic son. Then I found passengers around me were also sitting scattered in the plane.
5. Timeliness: The plane moved away from the gate 30 minutes late.
6. Service: the absolute minimum during the 6-hours long flight. As an Economy passenger, I got a small cookie and two soft drinks for the entire flight duration.
7. At the destination (LA airport), some bags from our flight (including ours) were mistakenly delivered to the "wrong" carousel! After waiting over 30 minutes, a local agent checked on the computer and pointed us to another carousel where our bags were delivered to.
8. United is now dividing their "Economy Class" to two subclasses: Basic and Preferred. We had no idea we bought our tickets through Orbitz. If you are sold "Basic Economy" tickets, you'll be asked to pay for carry-on bags and get the absolute bare min. of everything.
Final Words: ConsumerAffairs and regulating gov. agencies need to take a serious close look at the conduct and horrible practices of the United Airlines. All passengers I talked to on my flight felt the same and were totally fed up. We will definitely avoid UA in our future trips as much as possible.
Reviewed July 23, 2023
Booked a 6pm flight from Newark to Heathrow. Our flight was delayed FOUR hours. Was due to arrive at Heathrow at 6am, instead we arrived at 10am. We had a British Airways flight the same day scheduled at 12pm to Malaga. WELL, due to the FOUR hour United delay, we missed our British Airways flight (which means we lost $$). There were no other flights to Malaga that day, so we had to stay at a hotel in London. (More $$ for hotel and to book another flight).
Notified our hotel in Malaga we would not arrive until the following day due to the flight issues. They informed us they couldn't guarantee our room since we were not arriving on our scheduled day. Between our hotel in London and losing money on our missed flight and paying for another flight, the DELAYED United flight cost us an additional $2399.47!!!! After contacting United's Customer Care they gave us a whopping $200 off for a future flight. Seriously? Our dream vacation turned out to be a nightmare.
Reviewed July 23, 2023
This may be just another example of how awful United Airlines is. The flight from Minneapolis to Denver was uneventful. The flight was late, as usual, leaving Denver. Arrived in Durango an hour late. Waited and waited for baggage. It never came. The only United person around said the only people that could help were loading another place. After a long wait, there was finally someone to talk to. When asked about the bag the response was, "Oh sometimes they arrive early and sometimes they arrive late." Another passenger said that sometimes, if they send bags early, they are up at the ticket counter. That is where the bag was. Wasted an hour because United has stupid and lazy people working for them and their communication sucks. And if you want to comment on how lousy they are, they offer a comments section that is so complicated that most people give up rather than waste their time writing something that probably won't get read anyway.
Reviewed July 21, 2023
Worst decision was accepting booking through UNITED. Choose Spirit or all other airlines before booking with United. They never take off on time, always mechanical issues, delays as if flights are free. Save yourself the aggravation. Do not book with United
Reviewed July 21, 2023
We are frequent flyers of United Airlines for a while. We have bought a ticket to San Francisco. One day before our flight, they notified us that the plane changed. Instead of assigning the same seats, since it is the same kind of plane, they assigned us to different seats and sold our seats to other passengers. Very poor way to treat your passengers and honestly, it is unethical. Shame on them!
Reviewed July 17, 2023
My recent flight with United Airlines was nothing short of a nightmare. To start, my flight was delayed by a mind-numbing 2.5 hours, causing me substantial inconvenience and stress. This delay wasn't an isolated incident; it seems to be a recurring problem with United, as I've heard countless horror stories from friends who've had their travel plans disrupted by their constant delays. What's even more infuriating is the lack of compensation or acknowledgment of their shortcomings. United Airlines seems to be utterly indifferent to their customers' plights and offers no compensation for the inconvenience caused by their incompetence. It's as if they expect us to be grateful for the privilege of being delayed and treated poorly.
The excuses they provide for the delays are nothing short of ridiculous. Being understaffed or not having enough aircraft is not an excuse for such a large and established airline. It highlights their utter lack of preparedness and disregard for their passengers' time and schedules. The service on board was equally disappointing. The flight attendants seemed disinterested, and the overall experience felt like being trapped in a disorganized and uncaring environment. In conclusion, my experience with United Airlines was a disaster from start to finish. Their consistent delays, lack of compensation, and abysmal service have left me with no desire to ever fly with them again. It's clear that they prioritize profit over customer satisfaction, and I highly advise against choosing them for your travel needs. Save yourself the headache and opt for an airline that values its customers and strives for punctuality and quality service.
Reviewed July 16, 2023
Absolute incompetence at the highest levels. Dirty aircraft. Food poisoning from “lunch”. Very uncomfortable seating. Rude at best cabin crew and “customer service”. Persistent overall attitude of “not my problem” amongst all United employees. Flights persistently delayed. Told to “go the hell over there” when asking for assistance. Still missing a bag and no help from “baggage service”. Multiple canceled flights and missed connections in Chicago resulted in 3 hour line wait while multiple United employees stood around and laughed.
Reviewed July 14, 2023
During the flight UA-194 from SFO to Munich on July 13th 2023 the flight attendant Milan was rude to the kids and my family. It was very unfortunate that we had such a bad experience at United but I guess such experiences match with United reputation.
Reviewed July 13, 2023
United Airlines is enforcing a very unfair and deceptive practice with their customers when attempting to change a flight and using future flight credit. United is doing this by inflating prices when the customers call customer service to change a ticket leaving no choice for the customer to book another plane ticket online for a cheaper price. Consequently, when the customer tries to use the flight credit by calling customer service, the customer receives the same inflated prices for the booking making it impossible for the customer to use the flight credit. If the credit the customer is trying to use is for a one-way ticket, United prices it as the original roundtrip fare at the current price not a one-way ticket. What remains are millions of dollars in flight credit just disappearing into United’s pockets since the customer’s frustration has reached a level of surrender.
I purchased a roundtrip ticket for my mother from Newark to Dom. Rep leaving on 11/27/22 and returning 2/5/23 for $471.08. My ordeal started a week prior to her return when I decided to change her flight to a week after. I tried to change the ticket online but because I purchased the basic fare and prompted me to pay $49.50 to be able to change the flight online. Which I did but it did not allow me to change it. Therefore, I called United to make the change and they informed me the fair difference was going to be the enormous amount of $400 and some dollars for the one-way return. I was astonished since as I was speaking to the representative; the online price was showing me $230 some dollars. Furthermore, United was only giving me credit of $100 some dollars of the original amount I paid. I could not comprehend how they could get away with this.
I gave up and booked a new fare online since it was cheaper on United’s page for $230.60. Fast forward to 7/7/23. I tried to book online a new ticket one-way for my mother from Dom. Rep to Newark using the flight credit from February and it did not allow me. I called United and I could not believe what I was hearing. The representative over the phone told me the ticket was about $600 after my flight credit was deducted. I strongly shared the online price was only $280. Again, United inflated the price to not allow customers to use the flight credit. The representative consulted her next level support and came back to say, to my surprise, the ticket was changed and there was no price difference. I even checked online, and the booking change was reflected with the new date which was 7/13/23. I also received an email with instructions to help me prepare for my upcoming flight.
On 7/12/23 as I was attempting to do the check-in for my mother the website kept telling me I had no reservation. I called customer service and was told my mother had no reservation, the representative I spoke to on 7/7/23 did not notate the account, and the fair difference for the one-way after my credit was deducted was a whopping $1000 and some dollars. I never received a cancellation email. I was living the nightmare again. I went online and the ticket was only $473. The supervisor Edith informed me that United prices the new fare as a roundtrip since the original was a roundtrip, even though I only requested a one-way. Edith took ownership that the representative I spoke to on 7/7/23 did not complete the booking, yet again I had to pay for United’s mistake of course at the new ticket price.
I asked her to please get her supervisor on the since my mother was ready to travel for the next day and she is having heat related problems since she is disabled. Edith informed me I needed to file a complaint online only with customer care and that was my only option. Edith eventually found another fare on 7/15/23 and I this point, 1 hour and 30 minutes into the conversation, the price went to about $500 dollar. Then more time went by, now about 2 hours into my frustration and complaining, Edith offered to consult her pricing team to see what they could do.
After Edith did so the price went to $61 dollars. So, these questions remain, how is United allowed to get away with this? How can you leave the customer at your mercy? How many customers give up before the 2hr mark and just lose their flight credit? How can you go from $1000 ticket difference to only $61? How much wealth is United acquiring by performing this unfair and deceptive practice?
Reviewed July 11, 2023
I would not recommend United nor would I consider flying with United in the future. Our flight was canceled (myself, my husband and our 5 little ones, including 1 infant). A flight leaving shortly before ours and a flight leaving shortly after ours, heading to the same location were on as scheduled, but ours canceled due to weather. We were on standby for two additional flights and weren’t able to secure positions on either of those. We spent a night in Orlando airport, with no food or drink options open with 5 young children, one being an infant. We were told no hotel or meal vouchers would be issued!
Furthermore, the flight options for the following day were incredibly poor, out of the way and not even able to seat us together! We paid for premium seating in order to ensure our family would be together on our original flight. No help on United’s part with any of this. In fact, the staff at the gate were incredibly rude. We had no transportation to even begin to explore staying elsewhere for the night. What an awful and scary feeling to be trapped in an unfamiliar city with no help from a company you entrusted to get your family home safely!
We didn’t even use the flight to go back home. We ended up renting a car on our own dime since the flight options were so poor (layover, smaller plane, poor seating options…). Two other families traveling that same day with competing airlines received meal and hotel vouchers and got to their destination successfully ahead of us, with no cost to them. I would NEVER consider United to be a company I would trust again and I certainly wouldn’t recommend them to anyone else!
Reviewed July 9, 2023
Missed the flights for none of our fault. Bad customer support. Nobody takes responsibility of whatever happens to the passengers! Flights are delayed, no compensation for 24 hours at the boarding area!
Reviewed July 8, 2023
Bought round trip first class airline tickets. After purchasing that is when they let us know we are not booked first class on one of the legs. When you buy round trip first class, the entire trip is first class which we are one way but not the return!!!
Reviewed July 5, 2023
Our flight from SBA to SFO then on to RDM was canceled after waiting on the plane for an hour for a flight crew that never showed up. We later discovered from an agent that it was due to a labor dispute between United management and pilots union. I did not change the flight schedule, United did. I waited for an hour in line at the counter to try rebook my flight, while I tried to contact United whose call center had a 2 hour wait. I was told I should try to rebook the next day so I took an Uber to the closest hotel.
When I arrived at the hotel, I received a text saying there was a flight leaving in 45 min so I Uber'd back to the airport, but the flight was delayed three more hours. I was able to get the last seat on a later flight, but it was a first-class seat for MUCH MORE than my original flight. I paid for the flight after being told by the agent that I could file a claim for a refund, which I have done, but have BEEN DENIED. I'm very disappointed by not receiving a refund, or reimbursement for Ubers/expensive rebooking fare costs, plus the inconvenience of missing an important meeting, and a 14-hour travel day for two flights that normally takes 5 hours. It was very disruptive, and it ended up costing me a lot more money. United's operational issues should not be absorbed by their customers. I still expect a refund.
Reviewed July 3, 2023
My United Airline (UA) “trip” FLCR9H was the WORST travel experience of my life! Due to this horrendous debacle, I request $1000 United Airline credit to use for any friend/family with no expiration date (or simply a check directly to me as I dread ever booking another UA flight), plus reimbursement for my $126.81 Uber ride from DIA to COS & $16 COS parking (see attached receipts). UA essentially held me hostage at DIA from approximately 11pm June 29 to 11pm June 30. I was to perform LASIK on 20 patients & see my daughter's Summer thesis presentation on June 30 but missed these appointments thus losing $80K in revenue & creating an extremely disappointed daughter.
On June 29 UA4684 was delayed >3hrs due to weather but eventually flew to DIA. Luckily UA1124 was also delayed so I could run over a mile through DIA terminals to board plane. I sat on UA1124 at the gate for at least 30-60' due to further delays but eventually left gate & rolled to runway, but eventually UA1124 was cancelled due to FAA crew rest policy. We slowly returned to the gate, disembarked, then were told to go to DIA’s UA Customer Service Desk (or call UA’s service line) to find alternative flights. What a JOKE!
The line at the UA service desk was over a quarter mile long with people waiting over 3 hours to be helped. Instead, I called UA’s toll-free help line, 800-864-8331, which also was inundated with many angry travelers & was told the wait would be over 90 minutes (by a computer, not a human, of course). So, I went to my iPhone’s UA app which showed my earliest option to escape DIA was 1:27PM on June 30 on UA2312. I booked it. By now I was exhausted as it was 2 or 3AM on June 30, so I found a nice piece of DIA concrete flooring to try to sleep with hundreds of other frustrated travelers. I guess I got a few winks of sleep in as I was awaken by a UA text stating that my UA2312 was now cancelled due to unexpected operational issues. UA automatically booked me on UA593 which was to leave on July 1 at 5:28PM to go to HOUSTON; I need to go to AUSTIN!!!
At this point I was considering cancelling the entire trip since I already missed all the LASIK patients I was to treat ($2000/eye), but thought I might yet find a way to see part of my daughter’s dissertation. I went to several UA gates to find a clerk willing to help me change flights, and, after a few clerks turned me down, I found one clerk nice enough to help me get rebooked to UA366 that was to leave DIA at 6:15PM & get me to Austin TX. Of course, my sliver of optimism was soon tainted by UA texts informing me that UA366 was delayed to depart at 6:45PM, then 8:49PM. I had enough!
Could I really trust UA to get me out of Denver tonight after all these various delays & cancellations? If so, could I trust UA would get me back to Colorado from Texas on July 2 so that I would not miss work Monday morning? HECK NO!!! I chose to cancel my trip. I got in the half mile line at the UA Customer Service Desk & called the UA Help Line simultaneously since it was going to take over two hours either way to get any assistance. After at least two hours, while still in a long line, a human finally was on the UA Help Line to speak with me. After a long discussion, they were only able to reimburse my flight purchase, but I still wanted a rental car to take me to COS to fetch my car & I wanted some sort of compensation. Of course, even after being forwarded to a supervisor on the phone, they said they could not help me with these requests & I should go to the UA Customer Service Desk for those requests.
Frustrated & very pessimistic I decided to stay in line for another 90 minutes (that’s over 3.5 hours now, mind you) to finally chat with a human at the Service Desk. After explaining this entire disaster to the UA assistant, she & her supervisor said they could do NOTHING & I would have to go the UA website & submit my request through the UA refund portal. I left insanely angry. Got an Uber to drive me from DIA to COS, then find & drive my car another 2.5 hours to Salida CO where I was finally able to hit my bed, at 4AM, to get some sleep. Finally after a couple days of recuperation, I am writing this story & request (in hopes that I have not wasted yet another hour-plus in vain) to be compensated for the most atrocious travel & customer service I’ve ever experienced.
Reviewed June 30, 2023
I set out on driving 2.5 hrs to get to Omaha, NE intending on going to Spokane, Wa to then travel to Sandpoint,ID to see my kids. Booked my flights a few months ago and couldn't hardly wait to go visit them. Got to Omaha Eppley Field with plenty of time to check bags and wait for flight. Delayed, Delayed, Delayed, Delayed, Cancelled... Nice of them to at least comp a room for the next day. No problem. Next destination Denver. Delayed, Delayed, Delayed, Delayed, Cancelled. Mind you my travels were for June 28th-July 3rd. No connecting flights until Monday the 3rd when I was supposed to be headed home anyhow. Worst experience I've ever had and being an older single lady stranded at these airports really sucked!
Reviewed June 29, 2023
Horrible experience out of Newark on Tuesday. Made us sit in the airplane on the tarmac away from the gate for 3 hours... Keep in mind this was after we were already delayed for 4 hours. They then brought us back to the gate. Pilots blamed weather, but the gate attendant told us it was because the crew "timed out" and they needed a new crew. They ended up cancelling our flight but they wouldn't give us our checked luggage. It's been two days... I'm stuck in NYC, and I still cannot get ahold of baggage customer service to find out where my luggage is. I have been on hold for over 2 hours each time I call and I cannot get ahold of anybody. THIS AIRLINE IS A SCAM. DO NOT FLY UNITED AIR EVER!!!!
Reviewed June 27, 2023
How much does Benny’s life cost? Not much according to United Airlines. They flatly refused to take Benny the Cat on the plane at Albany International Airport even though I had a paid reservation for the cat made 2 months prior. My husband and I were moving abroad to help my elderly mother. We sat there frustrated with ten pieces of luggage and a frightened cat. The United staff was unmovable. They said we can talk until we are blue in the face, they just are not going to take him. Furthermore, they insisted on moving the cat 25 feet away from the counter because someone might be allergic. The poor creature was terrified, crying his head off, in his carrier alone in the middle of the airport amid the crowd rushing up and down. By that time, we were crying ourselves.
UNITED refused to acknowledge the pet’s flight reservation number or the mistake their agent/vendor made. They did not offer any solution to the situation. The manager didn’t even bother to emerge from her office for 2 and a half hours. The boarding time came near. No resolution. Benny was crying pitifully. I was on the phone with various agents who kept hanging on me. My husband felt so sick he was having chest pains. We were trying to consider our options. Can’t go forward. We couldn’t just abandon Benny in the middle of the airport. Can’t go back - we no longer had a home to go to. The trip was costly. Not much money was left over for expensive motels and new tickets. I had already left my job. And no family or friends to help.
United did not offer any solution or resolution to the situation, nor did attempt to return the money at that point (they did 3 weeks later after numerous calls and threats to sue) even though their agent/vendor did not know or did not care that Albany International does not take animals. They did not even feel bad, that they sold me a ticket for a service they do not provide. The bizarre behavior of United Airlines caused us enormous personal tragedy, emotional suffering (including the animal), and loss of a great deal of money. I would like to sue United Airlines for providing false information which caused us enormous emotional and financial harm. I have all the documents and witnesses.
Reviewed June 26, 2023
I had a trip scheduled to leave from Boston to Dominican Republic. First flight was canceled, rescheduled for the following evening. While waiting for our rescheduled flight, that flight was delayed three times causing us to miss our connecting flight. The only resolution they provided was to be rescheduled yet again for Wednesday. In the meantime, all of our luggage was placed on the plane, car seats and carry on included as we were advised to check in due to it being a full flight.
The representative at the gate claimed that due to lack of staff, they could not retrieve my luggage even after disclosing that my child’s medication was in one of my bags along with my car seats. After 6 hours at the airport with two toddlers and my diabetic grandmother, we had no other choice but drive home and wait for our rescheduled flight on Wednesday with no luggage. I have been on hold now for 3 and half hours trying to find out where my luggage is and we now missed about 4 days from our trip.
Reviewed June 25, 2023
Flight from Newark to SFO horrific! 1st flight to SFO 4:45pm cancelled and rebooked on 8:05pm - as of now, I have been at the airport since 6pm on 6/24 till now, 7:35 6/25. Flight has been delayed 10 times. Still don’t know if I’ll be making it home today. Problem…. Not enough staff/flight crew. Very poor communication from customer service. Very disappointed with airline. I don’t recommend United Airlines one bit. Spirit and Frontier has better customer service.
Reviewed June 23, 2023
My daughter flew overseas via United Airlines. Her flight was delayed by 2.5 hours. Because of the delay, we had revise her itinerary beyond the fist leg of the trip because will miss the next connection and so on. Also, United overbooked the first leg of the flight, so the flight was extremely full. As a result they made her check her carry on containing clothing & personal items that she needs for her 2 months stay overseas.
Upon arrival at the final destination, she tracked luggages and they showed that they were still at the Newark Airport. The final destination airline, Turkish Airline staff refused to help her because they are unable to track the bags. I contacted United several times. I spoke with a number of supervisors, but they refused to help us to get the bags to my daughter at her temporary home overseas. 2 of the supervisors lied to me. They said that they would call me back, but they didn’t. They don’t care.
Reviewed June 22, 2023
We had worst experience with last 2 flights. Delay 4 hrs on 3.5 hrs flight and 2 hrs on 2nd flight. No update from airline. Worst customer service. They can't get any flight on time.. Better fly american airlines or delta. Even spirit better than united airlines.
Reviewed June 19, 2023
Another flight with this unorganized and incapable airline that only resulted in more delays. Our flight was delayed four hours and then once they finally got everyone boarded which the hopes we were finally going home, they tell us we will be sitting on the tarmac for another 30 minutes. They apparently cannot even schedule a captain to accommodate the legal flying hours mandate for all of their flights today. My money will be spent on a budget airline before I even think about considering this incompetent airline in the future.
Reviewed June 16, 2023
If you are an occasional international traveler, here is a watch-out when booking thru UA. If your UA travel includes international partners and your fare includes advanced seat selection, know that you very well may NOT be able to select seats on those partner airlines without paying ADDITIONAL fees. UA discloses this under their website's FAQ area (rather buried) but totally does not disclose this when the ticket is purchased. If traveling with others and sitting together is important, such as for long overseas flights, then know that for UA partner airlines you will probably have to pay more for advanced seat selection. A bit of a bait-and-switch, not getting what was advertised.
Reviewed June 16, 2023
Where do I start? I purchased 4 NON-STOP tickets to Barcelona for me and my family. One of my children had to be hospitalized so I called in to cancel (1) of the 4 tickets. United cancelled all 4 tickets. When I saw the email notification, I called United who apologized profusely and rebooked me on now a connecting flight. The original group was a party of 14… What was supposed to be a family vacation was now partially ruined. I had to lose a day's pay and pull my children out of school as the rebooked flight was not only connecting but earlier in the day as opposed to the original flight @ 7:30 in the evening.
I wrote United a message relating my flight experience and they dismissed me by by offering no viable resolution whatsoever via email. I called United and after a 1 hour and 28 minutes conversation coupled with transfers to different customer care supervisors.. still no resolution and when I stated that I’ve been given the run around for an hour and 28 minutes so I’m not hanging up until I get a resolution… the call abruptly terminated. SHAME ON UNITED FOR NOT TAKING RESPONSIBILITY OR EVEN BEING HUMAN.
Reviewed June 8, 2023
I flew back from Seattle to Tampa and on landing in Houston for my connecting flight was advised my flight had been cancelled. United Airlines had a pilot strike that day but they actually had the audacity to tell me my flight was cancelled due to weather. There were no weather issues that day-every other airline was flying without incident. United Airlines did not offer me an alternative flight until 2 days later! I was forced to rent a car, stay in a hotel and purchase gas for a 2-day drive. Once I returned home I made a claim to get reimbursement and they felt a reasonable offer was a $100 voucher! It cost me more than $1000.00 to return home! I expected them to get me home-that is the deal we made when I purchased an airline ticket from them! DO NOT fly United Airlines! They do not care about you. They only care about the bottom line.
Reviewed June 5, 2023
Worst airline I have ever experienced! I would rather fly Spirt. Today was the 5th time I contacted them regarding additional charges on my account. I paid for a package deal seat plus baggage only to see not 1 but 3 additional charges. Wi-Fi that never works, but their bank system seems to work very well when they charge you. They also charged me for trip insurance that I know I never selected. I have been flying for over 20 years and never have I ever selected trip insurance when I know I will be traveling for sure. I know my behaviour. United is terrible. Quick to charge but 35 days later no refund for the additional charges they have processed on my account. I am going to do everything in my power to have my company use a different airline. I refuse to ever fly United again.
Reviewed May 31, 2023
This is my worst nightmare flight delay in my life. United Airlines wait time up to 7 hours and their answer is not sure about it. They are even worst than cheap airlines like Spirit or Frontier. Just for a flight from Houston to Dallas and they brought up so many reasons for the delay like storm then ground service busy then wait for flight crew and then their answer is not sure after they made me wait for 7hrs. Whoever read this message, please don’t book with United airline if you want to be one of their victims. They even tell me to go home and come back tomorrow while their flight is my connection flight to go home. Worst!!!!
Reviewed May 30, 2023
I travelled with my wife on 5/21 from Newark to Cancun. I am a US Citizen and my wife is a permanent resident. She is in the process of transitioning from her temporary 2 year green card to her permanent one. Her temporary card expired on 2022 but she received an official letter from the USCIS (Form I-751) extending it for 48 months.
We’ve travelled with this letter to many countries including Italy and Denmark without any issues but when checking in for UA1987 we were directed to a customer service area where an United agent told us we would not be able to board because my wife’s letter wasn’t accepted in Mexico. We tried to explain that it was an official letter from the Immigration department and that we have travelled to many counties with it but she insisted that Mexico would not accept it and UA would be penalized.
We had spent over 2000 USD in our trip (in addition to the plane tickets) including hotels, transportation and other reservations that could not be cancelled. and almost lost everything. We panicked! Luckily another employee back in the kiosk area checked us in. We had no issues in Mexico or any other issues coming back to the US whatsoever. Due to an incompetent and unpleasant employee we almost lost a long awaited vacation.
Reviewed May 26, 2023
As a Field Technician I'm constantly traveling and canceling a flight is necessary. When I called to cancel I requested a refund to my credit card. I was advice it would take 14 days. When I called back to check status. To my surprise they told me a flight credit was given. Service Rep rude and hesitant to transfer me with supervisor. When spoke to supervisor unwilling to help. Had to contact their customer service team which took me 4 emails later to only get a refund for the seat of one flight instead of two. There should be laws monitoring Airlines and their flight credit or to obligate a customer to purchase insurance.
Reviewed May 2, 2023
United is Horrible. My flight was delayed more than 24 hrs so I was forced to Uber home from Washington DC. For all my troubles, united compensated me $38.10. I will NEVER fly with United ever again. Even the lesser airlines have compensated me just value when canceled or delayed flight, but not United. They are a disgrace. Do not fly with United!!
Reviewed April 24, 2023
Early Aug 2022 bought online and paid for a roundtrip ticket to Hong Kong via Newark on Nov 2, 2022. I am a disabled Veteran needing minimal travel time and gate assistance. A month after completing the transaction and taking my money, with notice received in email they cancelled the flight. I was left with now needing to pay more, less time as costs rose as did my anxiety. In my mind, they made a public offer, accepted payment - creating a contract; then failed to fulfill due to their business decisions to make then cancel. I feel if they could not do the flight as contracted then find and pay for a suitable replacement. UNITED HAS STONEWALLED ME FOR 9 MONTHS IN REMEDYING MY COMPLAINT.
Reviewed April 18, 2023
At this point Spirit might be a better option. We were about to take off, on the runway. Then the plane gets turned around for an auxiliary issue (we all get off the plane) wait for 2 hours and then they tell us to board again. Everything is fine. We miss our connection because of it, then United sends us on a makeup flight to to get us to Boston from Newark. No big deal except it’s an overnight layover that they wouldn’t compensate us for. We ended up “sleeping” on the ground in Newark airport to waiting for our early morning flight. Our 3 day vacation is now 2 days. Okay, annoying but not the end of the world. Then we are told our bags won’t arrive until a day or 2 later. We end up having to go to a store to buy clothes for 2 days (300 bucks) and our bags arrive mid day on the last day we are in Boston. Again all with no compensation. What a fun time.
Reviewed April 17, 2023
The United gate agent at Washington Dulles was arrested and fired for stealing my jewelry that was turned into her by a fellow passenger. United did not respond to my calls or emails for over a year. This is how they treat their million mile flyers. They bury the issue and hope it would go away. They ignore loyal customers. To make matters worse I was pregnant at the time. There's so much wrong here. It's a shame it was an airlines I once loved and supported. There are so many other airlines, choose another one.
Reviewed April 16, 2023
I had the worst experience EVER with them. Flight from Houston, Texas to Birmingham, Alabama was delayed for a generator and plane needed fuel. We boarded on time, had to deplane, and wait over 3 hours for issues they should have taken care of before we even boarded. The worst part was making it to the Birmingham, Alabama airport only to have to wait another 2 hour before we can get our luggage we checked in.
Customer service was nonexistent, many people stood around for hours to get their luggage. The lady that worked at the baggage claim disappeared because she didn’t want to deal with the huge crowd of people who were all upset and disappointed with their experience with United. We wasn’t even offered a pack of peanuts for the unpleasant, unexpected, unpredictable, unprofessional service. Worst airlines and airport in Birmingham, Alabama. Save yourself some trouble and please Don’t travel with them, they truly need to go out of business especially if you're short staffed and your planes always have technical issues.
Reviewed April 3, 2023
United airlines destroyed my skis by obviously running them over with their transport kart and are completely refusing to pay for them. United Airlines claims that it is NOT THEIR RESPONSIBILITY! Are you guys serious?.... And.... I had to pay extra for them to even transport my skis! I will never fly on this airline again and will reach as many people as possible to warn them about this company. SHAME ON UNITED!!
Reviewed March 30, 2023
Please do not flight with them or trust them with your money. On March 22nd I called their customer service and I was told that they had to book on another flight because they couldn’t confirm my seat with Air Canada. They put the money on hold on my card which I do not have access to it. They saw the money on hold and the supervisor assured me he released the money on March 22nd and I should have the money back in 24h. Come to find out that my bank never received it. They do not have any trace of my money because as soon as they remove a hold they lose complete track of where the money went. I’m out of $336.47 and United doesn’t care. I was told by the manager to fly with another airline next time. Trust me there won’t be no next time with them. Please do not book with them on your debit card. Make sure you book a traditional credit card. They will steal your money and top of that be rude about it.
Reviewed March 30, 2023
My wife and I flew out early on 1 March from SLC to Puerto Vallarta. We were scheduled on a flight that left at about 6:45 and arrived pretty close to the time we needed to check our bags. Since there is a hard cutoff 45 minutes before the flight, we tried to go straight to the counter but a United employee insisted that we go to the kiosk first. She had trouble at the first kiosk and after a few minutes, went to a second kiosk, where she didn't seem to know what she was doing.
We finally just ignored her and walked up to the counter. The gate agent helped us but because of the 5-10 minute delay caused by the first employee, we were TWO minutes past the hard cutoff to get our bags on the plane. That meant that we couldn't get on our original flight. She was able to book us on different flights but we ended up getting to Puerto Vallarta hours later than originally planned. We were scheduled to go to a highly recommended dinner/show cruise that evening but because of our late arrival, due to delays caused by the United employee, we missed the show ($140.00 per person).
Then, our return flight on Saturday afternoon from Puerto Vallarta was delayed (no reason given) for several hours, causing us to miss our connecting flight in Denver. We arrived so late that there were no more flights on Saturday. We were booked on a flight the next day around noon and didn't arrive in Salt Lake until about 2:00. We reached out to United, who refused to compensate us in any way. I can see why they have such horrible customer service rating.
Reviewed March 25, 2023
Flying has become an unpleasant joke and United and Swiss Air are the worst. The United site for check in is slow and disconnects, so re-entering flight information must be done several times. You struggle to get the seat map to display. This also takes several tries. I finally get a seat and try to get a seat for the Swiss flight to Zurich. That option is not available. Check in at the airport goes smoothly until the machine prints the boarding passes and I am assigned a Swiss seat but I did not get to pick it. I have no idea if I am window aisle or in the middle. Going to the United gate person is no help. He can only change the United flight seat and can do nothing with the Swiss seat. And these two airlines are supposed to partners? Partners in idiocy only.
Reviewed March 22, 2023
I purchased 2 planes tickets on 03/19/2023, today 03/22/2023 I find out plane tickets were cheaper than what I pay. They hit me with we have a service fee of $50 dollar for passenger. Erick the supervisor was very unprofessional and didn’t know anything about their policy.
Reviewed March 20, 2023
I was to have a hour layover in Chicago that turned into a 7 hour one. Then just minutes before my flight came in they sent me a 15 dollar coupon for food that I was unable to use due to them taking it back. They said that they had technical problems with the aircraft. Then on my return trip the aircraft was 3 hours late due to technical issues, causing me to miss my connecting flight so I was stuck in Chicago for another 5 hours and then that flight was delayed for another hour. I have never had any of these issues flying with Delta. Then I sent them an email to customer service two weeks ago and haven't heard anything back. They are the worst and will NEVER fly with them again!
Reviewed March 17, 2023
If you're wondering why United is consistently rated as the worst major US airline, look no further than their business model (and don't believe their marketing). After several years being a 1K flyer with them, I've had enough ups and downs with the airline to learn that their management team runs a solid business model that prioritizes profits over clients. Here are the details:
Every airline is going to have issues. That's understandable. The difference between airlines is how they handle them. I've learned that when United is at fault, their team is very limited in terms of how they can help you. United management had disempowered their teams to assist you. Even when the staff knows that United goofed, you're likely on your own. You can complain. You can ask for management. You can keep calling. The hard truth is that United executives made the decision long ago to not let their client-facing teams do much to make things right. United's service desks are likely going to utter some version of "I'm sorry. I understand. There's nothing I can do. My system won't let me make that change."
Having been through this routine several times, I've lowered my expectations and you might want to as well. There's nothing to take out on the staff at United. They're just doing their job and they need to stay in bounds. But if you're going to make an investment in United, it's important to be clear on setting your expectations accordingly. I'm a 1K flyer and I know to take the benefits with a grain of salt. There will be days with United that are good. And there will be days that are bad.
If you have a choice between providers, trust the reviews. There's a reason for them. United has so many major markets locked up (e.g. they fly 4X the number of seats out of SFO relative to the second-largest airline) that they are guaranteed to make money. Perhaps one day they will change their tune but until then Rhapsody in Blue is the anthem of a company that puts profits over clients.
Reviewed March 9, 2023
Although United has never been the best airline, they have definitely gotten much worse in recent years. I'm sure we all remember when you would get one meal and a movie with a flight. Of course, that is a thing of the past, but now their customer service is also diminishing. Previously I held a job with very frequent travel. I racked up a ton of miles, but did not use them. More recently, I acquired a new job with frequent flight requirements, and I thought, let's give United another go.
So I booked a flight with them and redownloaded the app. After viewing the app, I saw a discrepancy. It said that I had 30k lifetime miles, but only 2,000 or so were usable. It also stated "Miles never expire." Confused by this, I called their customer service line to inquire. The customer service rep informed me that, although miles don't expire anymore, they did expire up until 2018, and that I had lost those miles. My reply was "Oh man....that sucks...oh well." to which she replied, "Don't worry though, you are a long time customer and we can help you. I'm going to give you an email to reach out to. Tell them how many miles you had and ask for a one time reinstatement. They will do it." I was absolutely THRILLED about this and thanked her.
I emailed right away and waited...and waited... and waited. After a few weeks I finally got a reply from the email, which was, "We are sorry, but we cannot reinstate your miles, have a good day." And now I'm upset, not because they cannot reinstate the miles, but because they got me so excited by telling me that they would, only to tell me the complete opposite weeks later. Due to this experience, I no longer trust the staff at United and will not be using them moving forward.
Reviewed March 7, 2023
On a recent round trip flight from Little Rock to LAX, with connections in Denver, I made airline aware of my mobility issues because of neuromuscular disease. In Denver departing, I was denied assistance from gate to gate that changed several times. When I asked for help, an agent told me I didn't look handicap. Thankfully another passenger heard this and stepped up to help. On the return connection, my flight was delayed by several hours. I asked for assistance to use the restroom and food. After waiting hours and nearly soiling myself, I was told nobody wanted to help me because they were not assigned to me. Now United is offering a measly credit for future flight for the admitted ACCA violations to someone who rarely travels because of disease, and honestly has severe reservations about flying with them again anyway. ADA and DOT formal complaints are also being addressed.
Reviewed March 5, 2023
Purchased economy plus ticket in order to be able to carry on personal item and carry on as advertised. Got to gate in Newark on 3/5 flight 1546. They announced all people in my group needed to check bag to not delay the flight??. I told gate agent I chose this class to not have to check it. She said to get on with my group. They never announced my group 3. Skipped from 2 to 4. Other passengers said same. When I went to get on plane they again wanted to tag it. They said I was getting on too late. I said they never called my group. They denied it. I refused to let them tag it. I wasn't trying to be difficult but this was NOT what I paid for. Gate agent said "look lady they are just going to tag it when you get to the plane." Extremely rude. Turns out there there were plenty of places to put my bag and flight was delayed due to prior flight leaving late and problem with a chair in the cockpit. I've flown delta planes this size that never had these issues. Will never fly United again.
Reviewed Feb. 24, 2023
My letter/email to UA:
I flew with your airline for a business trip for the first time in a long time. My return flight experience on 2/23/23 was terrible. I traveled from Vegas to Denver on flight 1934 scheduled for 1:35. The flight was delayed coming and the flight experienced another onboard security delay during boarding. Subsequently, individuals had to rush from terminal A to terminal B in Denver. I'm sure you know people have to race through the airport to catch a shuttle to terminal B.
Moreover, myself and the couple sitting next to me aboard this flight paid for Economy Plus seating. There was nothing "plus" about the seating. We could have saved our change and booked regular economy seats to experience the same cramped seating. I'd also like to point out an observation while in Las Vegas. My gate was D53. The UA ticketing agent at gate D54, I believe, was rude. She snapped at a woman with an infant who simply needed a tag for her stroller. I'm sure it was difficult enough traveling with an infant but to have someone barking at her and waving her off was rude and out of order.
I made it to my connecting flight in Denver. That flight was initially delayed because the flight attendants were delayed. After boarding, the flight was delayed more, leaving us to sit even longer. I get it de-icing. Safety first. Unfortunately, though, for myself and another seatmate who had a window seat, we were stuck dealing with a fidgety middle seat occupant who was easily agitated and made the flight even more uncomfortable and annoying. That's nothing UA could control either. But it also plays a part in my earnest desire to be home.
I finally arrive at BWI, wanting food and a shower. At this point I was up for almost 24 hours. Prior to leaving Vegas, I sat on a virtual meeting scheduled for 3 am PST but 12 pm CET. Unfortunately when working as a federal employee who works directly with our foreign law enforcement colleagues, I really can't dictate the schedule.
Anyway, I arrive at BWI. Grab my luggage and head over to long term parking to retrieve my car. I get to my car and I begin loading the bag. It's at this point I noticed my bag was damaged. I called baggage resolution to initiate a file. I sat on the phone until the automated message asked if I would like a call back or if I preferred to wait. I picked call back, because I wanted to get home. I wanted to shower. I wanted to eat. I wanted to sleep. I received a call back and still sat on hold for another 30 minutes while driving.
Someone finally takes the call. I explain the situation. I explain that I just purchased the bag in Vegas for $160 on 2/19/23. I explain that I want to be reimbursed or I want the bag replaced. The rep then tells me I have to go back to BWI. During the course of this exchange, the rep is talking over me. And that is a pet peeve of mine. I give all people, whether we have a contentious relationship or not, the respect to hear what they're saying. I don't speak over people. I don't get loud and belligerent, unlike your rep. He then hung up on me while I'm asking him to stop speaking over me in an attempt to control the conversation.
There appears to be some cultural issues at play. I'm a ** woman from DC. This was what may be an ** or ** man who is used to talking over and talking down to women. My parents didn't raise me to tolerate disrespect. He was hostile and should be fired. Considering my call back exchange today, I'm able to safely infer that these calls are handled by call center reps who have no real buy in for UA, its brand, mission, and goals.
I called customer service again after he hung up in an attempt to get things resolved. And the young woman who answered was as helpful as she could be. She was attempting to advocate on my behalf to baggage resolutions without me having to speak to them directly. After an hour of trying to reach them herself, she called me back and advised she couldn't get anyone on the line. She then asked that I call back in the morning and she will make a note of the call and customer service will again handle the call with baggage resolution without me having to speak with them. And I was okay with that because it was after 1 am.
I did just that. I sat on the phone for 30 minutes with a rep who called baggage services. She didn't speak to baggage services as indicated. I had to speak with the supervisor myself. That was contrary to what I was originally promised in terms of service. My solution was to have my bag replaced or the cost of it reimbursed. His solution was to offer me a $150 credit that I've yet to receive.
I DON'T NEED a $150 credit. I wanted my luggage replaced or a reimbursement. Whatever I relayed fell on deaf ears. It's disrespectful and it's terrible service. I'm a business owner myself and if I mess up, my goal is to make the customer whole again. Not find a solution that fits my agenda. Issuing an air credit to me, if I receive, only sends the message that money is the most important thing when it comes to your business structure. It's not the people. That's disrespectful. I will have to add money to any travel...meaning I will have to spend money with a company that can't be trusted to do something simple.
This reminds me of an incident one of my HS social justice teachers, Robert **, now deceased, told. A homeless man asked him for money to get something to eat. Robert takes it upon himself to buy the man coffee. It seems like a nice gesture, right? But that's not what he asked for. He wanted to exercise his choice and purchase the food item he wanted. The homeless man was neither seen or heard but he was dictated to.
I mentioned I'm also a business owner. I own 4 businesses. One of them being a travel agency and the other real estate. On this business trip I acquired the business of several real estate professionals to book group reservations for our future conferences. Why should I do business with United when the level of customer service doesn't meet the high standard I set for myself in business? And I still haven't received the airline credit.
Reviewed Feb. 16, 2023
My daughter and I flew to San Antonio from Knoxville for my grandson's graduation from Navy A school at Joint Base Fort Sam Houston. The day we were scheduled to leave San Antonio to fly back to Knoxville via Houston, there was a weather event in Houston, which initially delayed our flight. Unasked, we were put on another flight into Houston. After sitting on the tarmac on that flight for around 2 hours, the pilot stated that the plane was overweight due to fuel, passengers, and baggage, and that they needed volunteers to deplane. The pilot also stated that he had never experienced such a situation in his 25 years of flying. Eventually, enough passengers volunteered to deplane and the flight departed for Houston. Once in Houston, we were informed that our flight to Knoxville had been canceled and rescheduled for the next day. By then, it was around 10 PM.
I contacted United customer service via phone while my daughter stood in line at the customer service desk, which eventually closed before she reached the front of the line (there were 85-100 people in line). The customer service rep I spoke with was hateful and rude, and informed me that, because our flight was canceled "due to weather", we could request cots to sleep in the airport or we could get our own hotel. We got an Uber to a hotel and spent the night, and arrived back at the airport the next day. The new flight went from Houston to Dulles. At Dulles, we boarded a very small Embraer via stairs from the tarmac. It was raining and the metal stairs were very slippery. To top it off, when I got to the top of the stairs, the flight attendant told me, very rudely, to go back down the stairs and gate check my backpack, which was the size of a purse.
I was wearing two leg braces and barely made it up the steps to begin with because of severe osteoarthritis. The gate agent could have asked me to gate check the backpack. Someone on the ground could have asked me to gate check the backpack. No one did. Just the rude flight attendant. Luckily, my daughter was a few people behind me and could take the backpack back down the stairs. Again, in the rain. After all this, United sent us each a $150 travel voucher. That is the last thing we want. We do not plan to EVER fly United again, under any circumstances. **
Reviewed Feb. 4, 2023
Dec 23, 2021 – According to United Airlines in PHL there was bad ticketing/billing from Cheapoair. United Airlines could not confirm from Cheapoair. Missed my flight on this day. Had to spend a night in Philadelphia. UA issued a boarding pass for the next day’s travel. Dec 24, 2021 – I went back to PHL. Bad boarding pass with UA. Per the UA agent at the airport, someone cancelled my boarding passed and someone else took my seat. UA offered a flight from EWR, and the UA director at the PHL confirmed that they would pay for my taxi expenses. Reached out for my refund later but was never issued.
Reviewed Jan. 28, 2023
I purchased regular economy international airfare. I found the flight on Google flights but made the transaction on united.com. I knew I'd have a bag and as a solo traveler I wanted to guarantee that I wouldn't have the middle seat. I also needed to be able to change my flight because I am hitting other countries on my trip. I triple checked that it wasn't basic economy. It was pretty clear to me -- after all, it was letting me select my seats for no further cost. A few days later I went to manage my reservation. It now said it was basic economy. WHAT? I spent an hour on the phone trying to get this resolved. They blamed it on a possible "glitch" but how is your technical problem my issue? A supervisor refunded me in the end thank god but how is this ok?
I went through the steps of buying a basic economy ticket to make sure I wasn't crazy -- you have to check a box and there are warnings, and separate charges for seats and bags! This was not my experience at all so it is clear that my ticket was absolutely not basic economy. I won't ever fly with them internationally. I can't trust them. They wouldn't upgrade my ticket to regular economy which, again, I already paid for, and were trying to charge me $200 to so. I am used to poor service and low quality these days, but this was shockingly egregious. I actually feel defrauded. I think they must have known they messed up if they ultimately refunded me (although that still remains to be seen, as it has to undergo separate processing. I wouldn't be surprised if I have to spend yet another hour on the phone with them over that). Actually sickened.
Reviewed Jan. 23, 2023
United Airlines has been and continues to be a bottom-tier airline. Mismanagement, poor aircraft, mediocre standards, and an overall impression of a company who does not care about their customers or employees. If you are looking for value, Spirit and Frontier offer the same quality flight with lower costs. United Airlines has missed the mark year over year.
Reviewed Jan. 20, 2023
We purchased our tickets six months in advance. They changed our flights 3 times in the last month before our trip. The customer service rep who called me each time basically told me I couldn't get flights either to or from our destination. I spent countless hours on the phone with them. I had to be the one to suggest potential airports near by. They had no idea where any airports where. They had us changing planes three times or more. Ultimately we were stranded 3 hours from home and had to find our own way home. They only offered food and hotel vouchers for a city that everything was already closed or full. Their flights had apparently been canceled more than once as we couldn't find a hotel or a rental car. If we weren't going to wait until the next afternoon for a flight it took three hours to get our luggage.
I have flown quite a bit with other airlines and have never been treated so awful and dismissed so quickly. Not one time have they responded to my email, comments on the website. No attempt to correct or compensate us for all of the charges and canceled flights have ever been made. If you have any other options for your flights please use those options. They are more than happy to take your money, however you are completely at their mercy if anything goes wrong and they are going to do the very bare minimum to help you.
Reviewed Jan. 16, 2023
I'm going to summarize because I don't even want to waste my time explaining what this people did to me. This was a connection flight and because of their fault my first flight delayed and I had to rush to be able to board on my connection flight. I paid extra to bring my carry on with on the overhead bin because I had bought some cholate eggs for my son and wife and I was bringing some fragile souvenirs with on my carry on. First thing they forced me to check my carry on bag saying that there was no available space for it.
I was also bringing my guitar with me which I was able to bring between my legs on the first United flight from Brazil to Houston with no issues but on the connection flight they forced me to put my guitar on the overhead bin(there was no space on the overhead bin according to them, right?) I said I wanted to bring my carry on with my like I did on the other flight because I was afraid that it would break. To summarize the story, they treated me like a criminal, called security to kick out of the plane.
After they forced e to leave the plain I talked to the manager which was another racist that basically treated me like they were doing a favor to let me fly. I was never so humiliated in my whole life. I work hard in this country, pay a lot in taxes, follow the rules paid a lot for that ticket and they treated me like they were doing me a favor. After I got home, obviously all my souvenirs and chocolate eggs were complete broken into pieces. Also, coincidently my luggage was open by the security and they broke all the rest of the chocolate that I had on it. This company NEVER AGAIN!
Reviewed Jan. 9, 2023
United Airlines canceled my flight because a first-class passenger used a profanity that insulted the flight attendant. The 80+ year old woman apparently was then asked to de-board and when she refused, they pulled everyone off the plane only to cancel the flight 5 hours later because the airline could not get its act together. In those 5 hours, United was "kind" enough to provide drinks and sandwiches to about half the passengers, but they could not produce enough for everyone. The food and sandwiches also were not distributed until 3 and half hours later. In other words, United is bad as Southwest. They simply avoided the bad press over Christmas weekend because Southwest dominated the headlines. But don't fool yourself, United and Southwest are two peas in the same pod. You honestly should not fly United if you think Southwest is bad.
Reviewed Jan. 8, 2023
United Airlines cares 0% about customer experience and customer service. After a few years of loyalty, I will no longer fly with United. Just horrible experience in a business class on Polaris to Europe.
Reviewed Jan. 4, 2023
I have flown well over a million miles with United and have had 1K status for many years. Before the pandemic I had 120 plus points canceled since there is a 1 year time limit on them. You can use these points to upgrade which rarely happens. I have another 80 points due to be canceled this month and reached out to see if I could extend the expiration to no avail!
I traveled over 100K miles last year with United and tried to upgrade using these points but was never able to for whatever reason which is solely in United's control. What is the point of having this so-called benefit, if United controls it and there is an expiration date on it? I do get pre-boarding benefits which is last in a long list of other pre-boarding groups. I do get complimentary economy plus seating which is a smidgen better than economy but for international trips they are not very comfortable either.
The ground staff is not very pleasant and crew on the plane treat passengers like cattle compared to other international airlines where service is much better, and quality of the food and entertainment is better. Unfortunately, I am vested and switching gears this late in the game doesn't make sense; if another airline offered to take my status and points and such over I would without hesitation switch and be loyal to them as I have been to United. If you do not have any status with United, does not make much sense to travel with them unless circumstances warrant it. Hope this helps someone.
Reviewed Jan. 1, 2023
Purchased ticket for my toddler and her father for an early flight. They arrived in time to check-in and get to their gate, but the employee signature of SAT-PD-QK decided they could not board because they were not there 45 minutes prior to boarding time. Their flight was at 0715. He spoke to her at around 0635. Plenty of time to get checked in and to the gate. She said it was their policy. Checked United website. No policy clearly states this. No statement in the email confirmation. Went through the process of purchasing another ticket and no prompt or or notice saying stating this apparent policy of United's minimum time. Called customer service. No help there. They said I could either be refunded and they lose their seat or I can keep them on the later flight. The supervisor with employee number: ** also tried to navigate me through United site by searching, then ctrl+f'ing words to find some wording. Nothing on the site that clearly states this policy.
Shame on you United. Shame on you for treating customers as pieces of crap just BECAUSE YOU CAN! Hope you all are happy with your loved ones close by and enjoying the new year. While other HUMAN BEINGS are treated this way.
Reviewed Dec. 25, 2022
Paid for checked bag just to check a bike. Bike was 1.5 lbs overweight and wouldn't take it. On the way back flight cancelled, and they could book 3 days out. Requested refund, and only partial refund. Then called 5 min later to request rebook of flight, they said no way. Booked American instead. Don't waste your time or money.
Reviewed Dec. 22, 2022
United Airlines cares 0% about customer experience and customer service. After 5 years of loyalty, I stopped flying w them for 3 years due to a 6 hr delay where we got only got attitude in response — no compensation, no meal vouchers, nothing. And today I regret trying them one last time. They figured out how to get a 30 minute delay on a 8 AM flight.
Reviewed Dec. 7, 2022
If traveling with United Airlines be aware they stole $1,484 of souvenirs from my luggage on 30 September 2022, Flight 919. My luggage was also delayed. This experience has stressed me out and I don't wish for anybody.
Reviewed Nov. 16, 2022
Call the customer support line to discuss the check bag issue. No one was of any help and finally talk with a few so call supervisors and they hung up on me many time. They do not care and even were mocking me. Will never fly with this company again.
Reviewed Oct. 28, 2022
Flying United UA 1722 Monday 17 October was such a contrast with my connecting flight in Singapore Airlines. Flight attendants not really interested in passengers comfort. Entertainment system out of order. I notified attendant who although polite indicated that they were aware.. Simply stated UNITED should simply try to emulate the quality and care of other carriers. I am sad to recognize the differences between a foreign company and UNITED. Frankly made me ashamed of the lack of care. We can and should do better. Flight attendants are supposed to be trained to help and serve their clients. It should be easy to copy and emulate the performance of Singapore airline and their training methods
Reviewed Oct. 25, 2022
I have bought a ticket For my mum on August 25, for October 25, 2022 for yaounde to Madison. The company just sent me an email less than 12 hours for the flight departure to let me know that my mum ticket was canceled. I called them and they offered me nothing unless taking another flight for Friday October 28, 2022. No matter how l explained the customer service that my mum needed to be in United States before Friday, they didn’t care. They have advised me to find solutions in other airlines company like l didn’t see other airlines company before buying my ticket there. So don’t spend your money in this company if you cannot afford to buy another ticket when they cancel your ticket and make you wait until they find what works best for them, no matter if you have an emergency, they don’t care about customer satisfaction, they just care about making money.
Reviewed Oct. 19, 2022
My grandmother and I flew on June from Vancouver to Houston, we experienced discrimination, aggression and the most terrible customer service. When we arrived to the counter after many hours in line the agent didn´t assign us any seats so at the gate we made another 40-minute lineup. We were the last ones to board and the flight attendants didn´t let us bring our carry on (not our fault, it is the airline fault for disorganized and overselling). We had valuable personal belonging with us that could not be checked in. We try to explain that we cannot checked the carry on, and a very violent with clearly with anger issues flight attendant tell us, in a very rude way that we are not flying with them.
My grandmother, who doesn't speak English and is a senior was holding her carry on while the same aggressive flight attendant assault my grandmother by pushing her with the carry on all the way to the cabin. When I told an airport employee the incident, the flight attendant denied it. We end up checking in the carry on and they gave us garbage bags for our valuables. They even told us we had to pick them up in Houston when the reality was that they went straight to Mexico so they tricked us. The lady I spoke from customer service told me they could not give me compensation, thing we were not looking for. Weeks later I asked for an update on the disciplinary action toward the flight attendant, but she told me she could not share that information. My grandmother was traumatized after that violent action.
Reviewed Oct. 3, 2022
This company changed boarding gates (Gate 84 to Gate 70B) without sending any warning (text, email, etc.). We almost missed our flight and had to run to the different gate when we reached Gate 84 and no boarding was shown. There was no movies for the 5.5 hr flight, server would not connect and the stu's didn't care to help after being asked-have traveled with United before and it was very poor but this was the worst experience of any airline that I have had. Hawaiian Airlines has been the best, I will NEVER use United again or recommend it to anyone.
Reviewed Sept. 29, 2022
4 hr delay (mostly due to incompetence) missed connection, no bag for 3 days, hardly any compensation for this, incompetent baggage tracking, inability to choose seats without paying (even 24 hrs before), rude and dismissive check in staff. The worst travel experience ever with the worst airline ever. Never again.
Reviewed Sept. 24, 2022
Air travel is usually not a pleasant experience, but after several rough gos with United in the past, what is happening as I type is beyond. The lady next to me refuses to move her leg out of my space, and the guy in front of me repeatedly and forcefully reclined his seat over again as soon as he felt it hit my knee. I tried to be polite, they were awful. I then asked flight attendants for assistance, to which they shrugged and said there's nothing they can do. I'm stuck in a tiny ball in the window seat with arthritis in my back. This is going to be a brutal flight. They were already subpar by my standards, but they were the only option. If they're the only option in the future, I think I'll just pass. I'm being ripped off to have my back problems exacerbated because no one wants to even attempt to help. If I could leave zero stars for the cabin crew, I would. They have tiny seat space compared to Jet Blue, Delta, and American. The cabin is also absolutely sweltering.
Reviewed Sept. 22, 2022
My fiance and I travel often every month and because of status (1K) we fly United. However, since travel increased, their customer service has declined greatly to poor standard. Club lounges are dirty.
Reviewed Sept. 15, 2022
We are completely aware of your attachment to your pets and are aware of your desire to travel with them. So, in accordance with United Airlines' pet policy, you may reserve seats for your pets in the cabin or in the cargo hold, depending on their size.
Reviewed Sept. 9, 2022
I booked through Priceline. 1st mistake. Canceled flight. United wouldn't refund even though the flight is still 3 months away. Yet I know Priceline can get the refund money. Won't credit it back to you either. Some law should be put into place where they just can't take our money and brush us off. Sent both priceline and United all information needed. Didn't even want the money back. Just credit it to me so I could use at another time. No go.
Reviewed Sept. 9, 2022
I had recently been in a motorcycle accident and upgraded to first class seats to accommodate my injuries/disabilities. My first issue is that the staff refused to help me lift my bags into the overhead compartment, despite signage indicating that they would be "happy to." This violates federal disability regulations at the very least.
Then, on the return trip, the first flight (Durango to Denver) was majorly delayed, causing me to miss my connection. I was automatically rebooked to a middle seat, which I could not do with my severe injuries. They also refused to hold the 2nd plane, so I had to run across the Denver airport in under 6 minutes with 2 bags and many severe injuries. This caused pain and suffering beyond most people's worst nightmares for the entire flight between Denver and Newark. It also caused my recovery to take longer, so I was out of work for longer and nearly lost my job.
I also lost my in-flight meal, which I was depending on after a day of a lot of difficulty at the hands of United. Then, they refused to refund me the cost of the first class upgrade, even though I had been automatically rebooked to a middle seat. Overall, I will NEVER fly United again and may never fly again period after this experience. It also ruined the entire vacation for me, as now I am just filled with anger towards United. I strongly recommend you fly another airline.
Reviewed Aug. 22, 2022
United Airlines does not provide any support to passengers like me traveling with Infant Baby. They are not going to provide bassinet (smaller aircraft), not allow me to bring my bassinet, not willing to get me a seat where I can get enough leg room to carry my baby on my lap. They just want your money and asking to pay for every minor thing. What a money grab airlines!!! Do NOT recommend this airlines for any future travel. Supervisor - Adrain, was extremely rude and non-cooperative, not willing to consider the situation or help in any ways, even if the flight is mostly vacant. I'd like to report this airlines for zero customer service and pathetic policies.
Reviewed Aug. 22, 2022
My experience with United Airlines was tainted from the very beginning. I book a vacation for my husband and I and 2 of our grandchildren in January, 2022. I had the flights all set, A month or so later the schedule changed which was not a big deal. About 3 weeks prior to our international flight to Berlin I looked at our flight schedule. They had us on two flights out of Chicago O'Hare on the same day. It took 30-45 minutes to correct this. Upon our arrival at the airport on the day of departure, the baggage was only booked to our first location of Newark. Another 2 hours getting them to understand that we were ticketed to Berlin and not ending our journey in Newark.
Upon embarking onto the plane, I was informed my carry on needed to be checked. I explained to them it could not be as it had medicine in it for my spouse. I was told it had to be checked and was not given an option to remove anything we needed and that it had to be checked at the gate. When I boarded the aircraft I saw 2-3 areas this could have gone. When we arrived in Berlin, the gate checked luggage did not..the one with all the meds....So another 2 or more hours looking for luggage and filing lost baggage claim.
The next day it indicated my luggage was in Berlin at the airport...Another 2-3 hours lost...it was NOT there. By then I had spent $101.10 Euros to go back and forth to my hotel. Now, I had to spend hours on the phone, and shopping to replace necessities and trying to find physician to replace meds. Then united tells me they will not reimburse me for meds or my travel to and from the airport, Those hours were taken away from the events planned by my grandchildren and I. Now it is 20 days later and I still do not have my luggage. Their solution was to pay for essentials only and give me a $240 voucher which expired at the end of this year. I was also told in Berlin I could not file a claim until 21 days passed. When I returned home, I was told I had to file within the 21 days.
I have finally got them to pay for travel to airport and back and meds but $240 voucher is a slap in the face after all we went thru with them, This disrupted our entire vacation with our granddaughters...UNACCEPTABLE. Luggage lost 8/1 now it is 8/22...no luggage. I have filed a claim but with their history, I am not confident that they will make this right with me. I will NEVER fly United again...and if you are considering using them maybe you need to rethink it...THEY DON'T CARE!
Reviewed Aug. 19, 2022
I was about to go to Africa the morning of August 17th,2022. United was my local connection between MPLS to Chicago. My destination country was asking negative Covid test which we had but United employee who seemed to be enjoying denying boarding for at least three other Travelers both going to same destinations said, "Your Covid test don’t have QRC code." This Airline is enforcing a rule foreign country in which we already complied with. To add insult to injury, they reported that we were No Show. To re- book the flight now The online Agent is asking $4,300. I saved this money for three years.
Reviewed July 28, 2022
My confirmation Number: **. This concern is around my return flight from Denver to SJC for which I did not get a survey request. My return flight from Denver to SJC was at 4 pm on July 24 and with a delay, of 2.5 hours at 6:30 pm, I boarded the flight. Then the captain announced they were looking for a "replacement captain." Then after making us wait on the flight for 30-40 mins they asked us to go to another gate B15 because the flight which I boarded got canceled. Then when I went to B15 and waited in line for 30 mins. The gate agents asked us to get to gate 22. Then when I went to B22 and waited in line for 15 mins. The gate agents asked us to go to gate 16. And the agents in gate 16 started abusing the captain/pilot for sharing wrong information with us as the flights were canceled.
Finally, they said to meet customer service at gate 43 to reschedule the flight. By the time I rescheduled the flight, it was midnight at 11:45 pm. And I was not provided hotel/accommodation/food all this while and the "United" agents blamed air traffic controller for all these delays and confusions!! Crazy isn't it? And since it was too late I had a make hotel arrangements at 12:15 am for my safety and spent $450 as no one was ready to give rooms because it was past midnight. For all this mess "United" Airlines did not take any responsibility. Wow!!! Would you recommend United Airlines to a friend, relative or colleague?
Reviewed July 24, 2022
Bought tix to fly to Ca to see my sister who was dying with liver cancer. I paid for trip insurance via Expedia. She died before I could get there. Called to cancel my reservations. Was told that both United & Delta have a policy that if you are stupid & poor enough to fly economy class, they don’t honor trip insurance. Seriously? They knew when I purchased the flights what class I had booked. Then offered me the option of travel insurance knowing it wouldn’t do me any good at all? Hell will freeze over before I will book with United, Delta or via Expedia. $1400 down the drain.
Reviewed July 24, 2022
My flight was delayed from SNA to Denver on 7/23. I checked online for flight change options and called United. I was told there were no other options to RIC available online or with a United representative by phone who advised I book a hotel and then submit a refund request. I took the delayed flight to Denver, knowing I couldn't connect until 7/24. However, the United SNA rep told me I was MISADVISED by the United phone rep. She said I COULDN'T BOOK MY HOTEL and that she COULD have booked a rerouted flight on 7/23. Really?! She advised me to go to Denver and that she'd authorize a hotel voucher. No transportation to the hotel.
On 7/24, I arrived in Denver on time, but TSA delays forced me to leave the pre-check line and go through regular check-in. I missed my flight even though I ran miles to the gate. The flight rep at gate A73 was extremely RUDE to me and UNPROFESSIONAL. I left the gate exhausted and in tears. She told me it was my fault and yelled at me. The flight was still there, she’d given my seat away and said I missed the flight because I didn’t arrive on time. She yelled at me and this is completely unacceptable. This United series of mistakes cost me additional dollars and major stress. I will avoid flying United in the future. I take teams of individuals on trips as part of my job. I will not choose United for these teams. I’ve spent nearly $300 in additional costs. This is unacceptable, based on United employees' incompetence, and is poor customer service.
Reviewed July 19, 2022
My original flight that was supposed to arrive in Eugene at 4pm was cancelled and they put me on a new set of flights that added 4+ hours to my travels and has me arriving at 9pm. By the time they put me on the new flight, all the free seats were taken so I had to pay $100+ Extra just to secure seats on both these flights for the cheapest available seats. I arrive with my carry on that I have used as a carry on over 4 times with United and at the gate they tell me it is too large and make me pay an additional $45 for it to be checked. I am very disappointed that I have to pay all this extra money when United messed up and cancelled my flight to begin with. At the very least I should have been offered free seats since I had free seats on my previous cancelled flight.
Reviewed July 18, 2022
They damaged my stuff beyond repair and refused to compensate. I spoke with absolutely everyone and they said I'm out of luck. Infuriating and completely unacceptable. DO NOT fly with this airline. Oh, the useless people I dealt with are Dennis ** and Ariane **.
Reviewed July 13, 2022
Both flights of my trip were cancelled and messed up. I want refunded for my flight costs, plus reimbursed for the hotel costs. My Friday flight was cancelled, and I was not booked on the next flight. They booked me for the 5:33 pm flight and not the earlier ones. I waited standby for 2 flights since I was already at the airport at 8:30 am, the third one I was going to wait standby got cancelled but finally made it on the 5:33 pm flight. I was 7 hrs late getting to Newark airport and I missed half of my Friday event. I also missed a full day of work on Monday because they cancelled my Sunday flight.
The United Airlines customer service person at the Newark airport couldn’t give me a voucher for the Sunday night hotel that I was now going to have to get since my return flight had also been cancelled while I was flying to Jersey. They also hadn’t booked me for the next available flight but one that was 24 hours later than my original one, then while I was waiting in line about the voucher that rebooked flight was cancelled and they tried to rebook me for Tuesday morning flight (I would have had to stay 2 nights & miss 2 days of work).
I was able to get them to book me on one of the earlier flights on Monday when I got to the counter however they could not give me a voucher for hotel. They gave me a number to call to get a voucher. I called and they said they couldn’t give me any voucher over the phone, and I would have to book a hotel and pay for it myself and then would need to try to get reimbursed after my trip. I have tried to get a refund on my flight and to get reimbursed for the hotel, but they denied it. I put in for the refund and filled out 3 Customer care feedback forms to try to get reimbursed but nothing. I even tried to contact the CEO by email and got no response either.
I want my refund for the flight and reimbursed for the hotel. Again, I was 7 hrs late getting there and missed half of my event, had to pay for hotel and missed a day of work. They denied my hotel reimbursement and I have requested multiple time mam’s copy of the phone conversation where the agent lied to me saying I would be reimbursed. Of course they are refusing my request for the proof that they lied. No surprise there. I am going to have to file a lawsuit against them to get that phone conversation and prove they lied and get my money back for hotel and pain and suffering for all this time I am wasting dealing with them. I suggest never fly with United Airlines. They are greedy crooks who lie to you over and over again. And they discriminate too.
Reviewed July 8, 2022
Absolutely ** service as on your corporate website, as in air. Try to update my return flight data just right away I booked, it's not allowed me!! Try to cancel flight they want $250 FEE!!!! This is insane greedy and ridiculous tactic to make money from nothing. I swear God this is my last flight with them.
Reviewed July 5, 2022
My suitcase got damaged beyond repair. They offered a multiple-use voucher to use on ALL Airlines all over the world. I got the voucher but valid only once on United. No use to me as I live in EU. Lie.
Reviewed July 2, 2022
I paid extra money for "Economy Plus" seats and I was sat in standard seats. This is not good business practices. I feel like I was cheated out of my money. Why upsell me on a better seat and then not honor it? This is blatantly misleading to consumers, and I'll be telling everyone I know how terrible United is with honoring their bookings.
Reviewed June 30, 2022
To the future customers of United airlines: On June 30th, we were flying from Albany, NY to California with a 6 month old and a puppy. This being our baby’s and pet’s first flight, we were really excited and were looking forward to a pleasant journey. We had already communicated with the United Airlines regarding the dimensions of the pet carrier and purchased one accordingly. Please see the attached screenshot of chat history. Check in went smoothly and we passed the security gates without any hassle. However as soon as we boarded the flight, we were very rudely stopped by a flight attendant - Dave ** and informed that we won’t be able to fly because of the size of the pet carrier.
Shortly thereafter, we were asked to take our seats and boarding continued. The same flight attendant, very rudely repeated in stern words multiple times that we will not be allowed to fly and we were ushered out of the plane with a pet and a crying infant. We were traumatized, disturbed and insulted. We will never ever fly with United. Under the pretense of following rules, we were subjected to a lack of basic human courtesy!!! What should have been a pleasant journey turned out to be a nightmare. Please be aware that UNITED doesn’t care about passengers with families and pets. TRAVEL AT YOUR OWN RISK!!!!
Reviewed June 30, 2022
I had booked my tickets for EWR to Mumbai direct flight for which I had paid 1600$. United cancelled my flight just weeks before my flight saying it's not flying because of war issue and gave me 1 stop flight. And they know you going to take that option as vacation time and ticket prices going up. So we did that. Just days before my flight they cancel my stop flight and now they giving me 2 stop flight plus I will have to pay extra for my baggage as it will be domestic flight. But if they not flying why can I still buy tickets on various websites. That means they canceling flights of customers who booked at lower price. They should be fined. Finally I am paying more money and my journey is going to be longer. I would not recommend this airline to anyone. The government should check why are they overbooking if they can't provide the service and put us in trouble.
Reviewed June 26, 2022
United Airlines represents everything that is wrong in air travel. United does not understand that they are not just flying planes, they are transporting PEOPLE. People is a word that United Airlines does not know. I could write a book on how many absurd situations I have already faced with United. Once my plane just left 30 min of what was announced in ORD, leaving behind half of the people in that flight. Once, at SFO, I spent 2 hours inside of the airplane in the tarmac because there were 3 other United planes broken in the gates preventing us to disembark. Just to mention a few. I have way more United horror stories to tell.
The current situation was the traditional United Airlines flight cancellation to the next day, letting passengers know in the last minute. It took me and my wife two hours standing in the check-in counter in LAS until they could figure out what was happening. The United representative was unbelievably rude and unprofessional (like all the United representatives I ever faced in airports), laughing of us when we asked a printed hotel confirmation, since we did not have internet access in our phones. It was a very humiliating situation. I called customer service to ask if the 2nd baggage I have previously purchased had been transferred to the new flight. The united representative was extremely confusing and clearly did not know what he was talking about. Terrible. If you want to ruin your vacations or lose business meetings, fly United! I am never flying United again.
Reviewed June 18, 2022
United Airlines cancelled my flight to El Paso Texas. I was going to a family wedding, my wife and son were already there. They said because their employees were overworked. The return flight, I just needed myself removed and my ticket refunded. They would not refund my ticket after cancelling my flight. I would not even be there to take the return flight because they cancelled my flight to get there. The agents working the desks at the airport went to hide for 30+ minutes before they sent out the final cancelation email notice like a bunch of **. No one reached out in any way to offer another flight or how to get there. What a piece of ** airline. They're working their employees like dogs. It's because they lost a ton of great employees because they tried to force vaccinate them and making them wear masks. What a piece of ** airline.
Reviewed June 15, 2022
We boarded the plane on time only to sit for 3h. We were introduced to the crew, followed by the announcement there was a maintenance issue. Clearly, this was known prior to boarding since it was an immediate announcement. After a while, we were told the wrong part was attempted and we had to wait for the right part. We finally taxied to the runway only to sit again. 3rd announcement from the crew was that there was another problem with some gas indicator light and they couldn't fix it on the runway. We had to taxi back to the gate for fixing.
The plane was full, people were annoyed and cramped. It was a flight to Italy which was already going to be a long one. I can only believe that planes with issues are still boarded on time for statistical purposes. This is a huge customer dissatisfier! Also, while I appreciate transparency and frequent updates, I don't need to know that the wrong part was brought out to the plane initially. For one of my daughters, this was her first flight. I am grateful that our return to home flight was smooth! But, I am extremely dissatisfied with our flight out.
Reviewed May 26, 2022
United Airlines is a terrible company, and I'll be sure to never fly with them. You shouldn't either. I recently paid for a plane ticket to meet someone in Nashville. That person lied to me, and after finding out, I quickly contacted United and the other airline to let them know that I had been lied to, and requested my money back. It wasn't any fault of the airlines, but I sent pictures of the messages, requested it before the date of the flight, and was told that because I bought a non-refundable ticket they weren't going to reimburse me. The day after the flight, I got an e-mail from Expedia saying that the flight was cancelled. I have requested another refund, and am awaiting a response. In the meantime, I'll be leaving this same bad review everywhere I can.
Reviewed May 22, 2022
My whole vacation was ruined by United Airlines. I booked well in advance to get a deal only to be bumped and my seat sold to another customer for a higher price. I am now out my hotel deposit and car rental. I either shorten my vacation and lose money or cancel my vacation and lose money. How is this not illegal?
Reviewed May 4, 2022
Called to use voucher, used United Airlines 1800 tel number,, got a confirmation email from United Airlines. When it was time to fly away it turned out to be a none existing booking, United blames it on 3rd party answers the phone, I paid for new tickets double, had a wedding to get to and hotel reservations paid for. United Airlines must take full responsibility for their actions.
Reviewed May 2, 2022
Our flight was cancelled due to operational problems. I was notified on my phone and after going to several terminals, could not find a person to help me try to reschedule. I finally went to the United Club lounge, and was told they were short staffed. Our travelers are elderly and are smart phone handicapped. She reluctantly assisted us, even though she said she wasn't supposed to
Reviewed April 27, 2022
Flight attendants make you feel comfortable. This is the first time I felt so comfortable flying overseas. They don't lose your luggage and arrives in good condition. Excellent service. I will travel with them again.
Reviewed April 5, 2022
Mechanical failure was the phrase of the day. This should have been an easy flight from Detroit to a connection in Denver to our final destination in Jackson Hole. Instead, after two delays on the first flight and two delays on the second, followed by a cancelation for the second (after sitting on the roasting hot plane for 90 minutes while they "fixed" the mechanical failure), they told us we couldn't take off due to weather. My co-traveler and I were on a business trip we could no longer make as a result. We were ushered to a customer service line directly outside the gate. We were literally led by an airline worker and told to stay there until it was our turn in line.
Over an hour later (we were next in line, by the way), another airline worker, brand new to the situation, barked at us and told us we were in the wrong line. "Go back to this other line," she demanded. We tried to explain (as did the other passengers also in line with us) that we were all on the same cancelled flight and specifically asked to be in this line. Other airline workers were trying to tell her the same. She would not listen and again demanded we go to the back of a completely different line. Another worker moved us forward to the desk to help us. She turned to another customer (not her co-workers for some reason) and asked if we has always been in line in front of him. He was like, "Yes, they've been standing in line over an hour." I said, "See, we were told to be here." Again, she barked, and said, "I wasn't talking to you!"
Her name was C. ** and she not only doesn't know how to listen, but also doesn't know the first thing about customer service. Moreover, the root of this problem is that one hand of United didn't know what the other was doing. Why was this woman barking orders when there was another who had already organized us where she needed us to be? All of this after the day from H*ll. United needs to get organized, get working planes, pay their employees more, train them better, actually care about customer service like they claim to...and write up C. ** who works at the Denver Airport with concierge services.
Reviewed April 5, 2022
We booked and chose seats 3 weeks prior to our trip. Plane from O’hare to Denver was virtually empty so we moved from our economy seats to economy plus and we were told we had to stay in our own section. Really? Stupid policy that will keep this airline from creating brand advocates.
Reviewed March 31, 2022
For some crazy reason that nobody at United can explain, I can't online check in for an international flight (in Polaris/first/business class no less). I can't even use a kiosk. I have to go down to the bowels of the airport to a special desk to check in. This is ridiculous. I've spent hours on the phone trying to resolve it, but none of the Customer Service folks even care to TRY to solve my problem. I'm done. After 30 years of flying United, I will avoid them like the plague from now on. I'm cancelling my Club card (gets me into their crappy clubs), and going with ANY other airline I can fly.
Reviewed March 30, 2022
I traveled on United roughly 1 month ago and have never been so disappointed with an airline. Not only did I arrive at my destination 2 days late because of delays (non-weather related) causing me to miss my connecting flights, but they made a mistake on my departure and only issued 1 ticket while 2 were originally booked. This caused me to depart a day later than planned which resulted in additional expenses for lodging, meals and transportation. I was adamantly assured by the agent on the phone that I would be reimbursed for all of my extra expenses (2 nights unused hotel stay, 1 additional night hotel stay, meals and taxi) for the multitude of mistakes that were made, but United is refusing to do anything other than issue a $300 travel credit. Negligence at its best.
Reviewed March 21, 2022
Check in desks closing early. Check in electronics machines broken. Inflexible staff and service, constantly parroting "It's the system, I can't do anything." When I was placed in economy after paying for business No help in getting a refund when downgraded, beyond contact the United website I travel the EWR to Barcelona route every 3 months, for 4 years, was always United. For my next trip and subsequent trips it's unlikely I will fly United.
Reviewed Feb. 20, 2022
This is the worst airline I ever been on. First they charged me for my hand luggage which is free on American Airlines. This was when I was visiting this other state. Before this happened I tried checking in online and it didn’t allow me to do so. When I finally reach the airport I got checked in. That’s when I was charged $35 for my bag that is considered hand luggage on American Airlines. Then when I finally board the flight I found out that I was separated from my husband even though it showed we were traveling together. We were assigned different seats. Worst airline company ever. I’m highly disappointed!!!
Reviewed Feb. 19, 2022
My husband booked a 6:25 am flight on a Friday to LAX. He has his vaccination record and 48hr negative covid test. At the kiosk, the attendants said it should be 24hr negative test. My husband who is so eager to see our 2 year old son wanted so bad to comply, he went to the airport clinic for covid test. He got his result at 5:15am, he hurriedly went back to the kiosk but the attendants did not let him board the flight because they said he is too late to check in. But this is a 6:25 flight and he was at the kiosk at 5:20 right after he got his result. So what happened was he was turned down by the airline attendants and my husband has to book a ticket which is twice expensive his original ticket. This was very inconvenient and stressful. Those staff were so inconsiderate, very poor service. If there is zero star on the rate it would give them that.
Reviewed Feb. 18, 2022
Awful experience!! My family and I flew from SC to Denver, CO in February 2022. Within the first 10 minutes of boarding the first plane, all the power on the plane went out. This lasted 10 minutes before we were informed that they were "rebooting" the plane's electrical system. Once fixed, we sat on the tarmac for another 20 minutes because they had to change out the sewer water. So flight was delayed 45 minutes before taking off. On our return flight from Denver to SC, we were supposed to connect in Houston, TX. Our flight from Denver did not take off until 40 minutes after our original departure time. When asked why the delay, we were told there were no specific issues, but they were just waiting on a few late passengers to board! I understand waiting a few minutes for late passengers, but waiting 30 minutes after our scheduled departure time is unacceptable.
Once we arrived in Houston, we sat on the tarmac for 25 minutes before we could park at the gate.....so more than half of the passengers on this flight missed our next flights. My wife, my 3 kids, and I went to the United Airlines desk to ask for help and there were 4 United attendants working at this desk. I explained that we missed our connecting flight and I asked for assistance to find another option. They rudely told me they can't assist me and told me to call a 1-800 number to speak to someone. I called the 1-800 number and was told that United rebooked our flights for a day later and had us going to Chicago....without my input or consent!! I asked for help to explore other flight options to SC and the person told me...."sir, you are not listening to what I am saying". This person was incredibly rude and was extremely unhelpful!
I rebooked our flight myself without any help or support from United. We had to spend the night in Houston and fly to Charlotte the next afternoon. The plane from Houston to Charlotte did not have running water in the bathroom and the air conditioning went out once we took off. This flight was 19 minutes delayed, no water to wash hands in restroom, and we flew for 2.5 hours without air conditioning. After landing in Charlotte, we then had to rent a car (with no support from United) at my expense to get home. AND OUR BAGS WERE SENT BACK TO DENVER!!! Flying with United has been an absolute terrible experience and my family & I will never consider flying with United again.
Reviewed Feb. 18, 2022
I had a flight from San Juan Puerto Rico and arrived at the airport at 0700. I had to wait an hour for anyone to show up to the counter to check in. Had I known booking basic economy would result in my not being able to check in via kiosk, I would have never booked that type of ticket. The kiosk does not allow you to check in with basic economy because it basically says you have to have a representative check the veracity of carry-on bags or not.
After waiting for an hour for any employees to show up, the front desk clerk was very rude. She says "you should have been in the middle line if you don't have any bags to check". Obviously, if there were any employees present to guide the long line of customers waiting, we would have done so; which is what I told her and she says "I beg your pardon". Then she says "you booked no carry-on so I'm going to need a credit card". Need a credit card for what? The flight going to Puerto Rico did not require it for 1 carry on size bag and it was the same airline.
After giving my card for unnecessary charges being that they were checking carry on bags at the gateway for free, just before that my male companion had to return to the check in counter because the TSA agent said the ID didn't match the boarding pass. We go back and the reasoning being was his gender being put down as female. This was the worst airline I have ever been on and will not be a returning customer.
Reviewed Feb. 17, 2022
I have spoken to 8 different customer service people and have been on the phone for over 3 and 1/2 hours to get a receipt that reflects the charges that United Airlines charged the company card. The receipt I have been given from United is not what they charged the card. We are not disputing any charges or anything else just a corrected receipt. We are a non-profit so I must have this to reconcile with the credit card statement for our auditors. Everybody I have spoke to has told me that I need to talk to someone else but they can't transfer me I have to call back. And, that means starting all over with the issue with someone new. After this happened the first time I refused to do this and requested that they transfer me to someone that could help. I was disconnected. Had to start over again.
With my 8th United person I finally did get to speak to a supervisor and she stated that they are all still working from home and everything is being done electronically and that had I to fill out this form and return it. I stated "There is no one that I can physically speak to about this?" And she said that this department was the only one that could help me and it had to be done electronically. Problem still not resolved over a receipt!!!! The WORST customer service I have experienced to date.
Reviewed Feb. 5, 2022
For a 30 minute flight from Houston to Austin Tx, we sat in the plane after boarding the plane in Houston for one hour, while they filled up their catering supplies for the next flight!!!! Ridiculous.
Reviewed Jan. 24, 2022
I have used United twice! The first time was a terrible experience but my husband insisted we try them again. The experience was again terrible and the absolute worst customer service from the manager Nelson at the Indianapolis Indiana airport. The icing on the cake was our bags never arriving with life or death medicines and the manager acted like their mistake was nothing and was no help whatsoever other than talking down to us. Do yourself a favor and use another airline. That way you don’t make the same mistake we did.
Reviewed Jan. 18, 2022
Worst experience in 50 years of flying. Booked a flight 3 days before a meeting in Amsterdam Netherlands, by the time they got me there missed the meeting because of cancellations and delays and they acted like it was not a problem. Hotel rooms, taxi costs and COVID tests were more than the price of the ticket because of all the delays. Worst airline on the planet!!!!
Reviewed Jan. 10, 2022
Customer service is the worst. If you call during the week the wait is at least one hour to speak to someone and if you call on a weekend you have to wait at least two hours!!!! My young daughter's flight was canceled three times!!!! And finally, when she boarded her flight, her flight was delayed for one hour and she missed her connecting flight. The next flight they gave her was 5 hours later. She arrived at her destination at midnight when she was supposed to arrive at 6 pm. The United Airlines agent at her gate in Washington DC was extremely rude and miserable. Hey! She is lucky I wasn't there! Otherwise, I would have given her a piece of my mind! United Airlines let me tell you something, you are NOT reliable and you are careless. Please teach some of your workers to be pleasant and friendly. It is really simple!
Reviewed Jan. 7, 2022
This airline is consistently unapologetic and unaccountable for delays, inaccurate updates, gate changes and poor customer service. With that said, they charge top dollar for tickets and refuse to issue a refund under any circumstances. It’s extremely disappointing. Use Delta or American, they at least own their mistakes.
Reviewed Jan. 3, 2022
I have had the absolute worst experience of my entire life flying with United. They are unreliable, unapologetic, and will not answer their phones. My experience is two-part (so far)... My first flight was cancelled mere hours before my flight (late at night with an early morning takeoff), with no alternative options for same-day flights. I was forced to buy a second ticket through another airline and have yet to be reimbursed by United. Additionally, United jacked up all their prices after cancelling hundreds of flights ($2k+ for a one-way ticket from DC to Houston) - the very definition of price gouging.
My return flight (I had purchased roundtrip) with United was delayed by an hour and a half after I had already gone through TSA security check. After that, we continued to be held outside the gate even longer than expected and were then subjected to sitting on the aircraft for 45 minutes without movement. We were then informed that a part was missing from the plane (maybe you should have figured that out before boarding everyone??) and everyone was forced to deplane. After waiting for 20-30 more minutes, we were informed that a new part would not arrive until 6:30pm, no other planes were available for use, and we were not guaranteed takeoff at 6:30pm if we stuck around.
All flight attendees then proceeded to rush to the customer service desk to find an alternative, and the best option I was offered was a next-day flight. I asked the agent to book this for me and she sent a travel itinerary. However, after searching my confirmation number on the United App I am being prompted that the flight does not exist and I will have to pay an additional $600 to get on any flight tomorrow. I have been on hold with customer support for over two hours now and no one will answer my chat/calls. Still not sure if the agent actually booked me on a flight, but guess I'm supposed to show up at the airport at 5:30am with no boarding pass?? United's treatment of their customers is abhorrent and embarrassing. I will NEVER fly United again.
Reviewed Dec. 31, 2021
My flight was cancelled, I got off the plane and was told to scan a barcode for customer service. I could not get it to work so I went to ask where customer service was located in the airport and all the rep could do was repeat scan the code. After her repeating scan the code 3 or 4 times without listening to me ask where customer service was, I was forced to yell at her then she gave me bad directions but I finally found it. There were only 2 customer service reps. There was a long line of people there so, many people could not get the scan to work. They could only get me on a flight the next night. I call customer service and they told me the same thing, but was told I should have been given a website name that would give me a discount online. Went back to the customer service counter and they said there was not such a thing.
After arguing with them they finally pointed to a small sticker on the glass where the name of the website was. I then asked if I would be refunded my money if I found another way back and was reassured I would be refunded for that portion of the flight. However was not given a refund code, they did not know how long it would take or how much the refund would be. When I arrived home on another airline that got me home earlier and much cheaper I found my own hotel room also. I called United Airlines and the agent had not put me in for a refund, so the customer service agent on the phone said she put it in for a discount, and once again no case number, amount or timeline was given. I still do not have a refund. United Airlines will not help you, they lie and steal from their customers. Not that it matters I flew first class and the tickets were not cheap.
Reviewed Dec. 24, 2021
United Airlines did a fraud where they sucked my hard earned money of $2340. I am an old mileage plus member of United and they all mentally harassed me. Their site allowed me to use existing credit partially, their customer agents twice confirmed me that I will get my residual credit back and now they are back tracking from there. Shame on them.