United Airlines Passenger Reviews and United Airlines Customer Trip Reports   United Airlines   579 reviews an official 3-Star Airline   Add your United Airlines Review   United Airlines detailed 3-Star ranking   Airline Reviews : A-Z Index   CHECK this airline's Quality Approval Status

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United Airlines customer review :  22 March 2010 by M Lasser   (USA)

NRT-SEA B777 United's old business class is almost retro bad. TV screens are tiny and no AVOD. Very limited offerings. The Japanese meals are edible but ran out before my row (7A). Other food is pretty terrible. Wines are of the $5 per bottle variety and champagne is one step above Freixenet. Old beat up seat had a broken footrest and lumbar support stuck in an uncomfortable position. My wife's iPod dropped to the seat behind us and the passengers handed it to a flight attendant. Rather than ask us if it was hers (her name is etched onto it!) or check the manifest, the flight attendant took it to the galley and said nothing. Only later did we inquire and get it back. The crew member almost couldn't hide her disappointment in turning it back over. The man sitting behind me was recognized by the crew and spent almost 3 hours talking to them while they crouched next to his seat on an overnight flight while the rest of the cabin tried to sleep.

United Airlines customer review :  20 March 2010 by A Baldwin   (USA)

IAD-ZRH B767. New flat bed seats are a real improvement. The window seat arm rest (against the window) can be raised giving some welcome extra inches for a side-sleeper. I managed nearly four hours sleep. I had no difficulty stepping over my partner to the aisle while he was sleeping. AVOD worked. The storage space is non existent and a real oversight by designers; just raising the lip of the shelf in front of the monitor would provide room for glasses and a book. Cabin crew were brisk but pleasant - the food was quite simply terrible but we don't fly to eat.

United Airlines customer review :  19 March 2010 by L Mellor   (Sweden)

Chicago O'Hare - Tampa return. Having had been bumped onto a later flight (original one just vanished from the timetable), I was just itching for a fight with United. However, they couldn't put a step wrong from start to finish. We were flying with four young children and they pulled out all the stops to make it a pleasant experience. Checked baggage transfer system at O'Hare works like a dream. Once you clear customs, they grab your bags within 5m, scan it and throw it onto the belt. No queuing. For some reason we got put onto Economy Extra on the way out. Distance to next seat was bigger than most exit rows. B757 had seen better days but still in good nick. Free beverages. On return, got sent to the Gold Check In desk as we were a large family. Bags were overweight but no one complained. Put in Economy on A319 still got free beverages. O'Hare is great for families as they have super play area in T2. One slight odd point, no infant seat belts were supplied on either leg for 6 month old. United suggested this was de facto for US domestic flights. Seemed strange for a European.

United Airlines customer review :  17 March 2010 by Josh Teoh   (Australia)

SYD-SFO-JFK return B747-400 in Economy Plus. The extra legroom in Economy Plus is worth the money, although this "extra legroom" is pretty standard on SE Asian airlines. The food was terrible, especially on SYD-SFO leg. Onboard service average but the flight attendants were pleasant enough. There is no in-seat PTV, only a screen at the front of the cabin. Seats were generally comfortable. Flights were on time except the final leg. The price paid for the tickets were good value for money.

United Airlines customer review :  16 March 2010 by M Francis   (Canada)

ORD-HKG seat 1A. Upon boarding, barked at by a flight attendant, "That bag will have to go back into the busines cabin". I replied, "what happened to "Welcome on board"?. This drew blank stares and a request that I follow her to the business cabin where my roller bag was placed in an overhead bin. I returned to the first class galley and asked the purser if they were certain that there was no space in the overhead bins in the first cabin, and was told there was not, but that I could look if I want. I did and sure enough with one small bag moved elsewhere there was ample space for my bag, which I then had to go haul back from the business cabin. I took my seat - for the next 15 minutes before push back, no offer of water, juice, nothing (this is first class). Attitude of crew in the first cabin was abrupt, unfriendly and generally surly throughout. Several UA staff travelling in the first cabin seemed to get better treatment than high-yield paying passengers. I complained upon arrival in HKG and received the next day an apology from UA HQ in the US. The onboard behaviour of crew, especially during boarding, but also as demonstrated by bad attitudes during flight all added up to a shocking performance by some of the carriers most seasoned staff in a first class cabin on a long-haul, high revenue route in dealing with a high tier status passenger.

United Airlines customer review :  16 March 2010 by F Lee   (Canada)

Honolulu to YXE (via DEN). Antiquated 767 looked tired, old, and worn - the interior of the plane also tired, old, and worn. No inflight entertainment other than the standard screen in the center of the aisle. All in all it wasn't a horrible experience, just nothing special.

United Airlines customer review :  16 March 2010 by Gary Farrelly   (Ireland)

Heathrow - Chicago O'Hare - Dallas(Premium economy. Ground staff at Heathrow and Chicago very helpful. When I missed missed my connection in Chicago there was no fuss in getting me on to the next flight. Transatlantic leg of the trip on a rather shabby B767. To purchase booze onboard one is required to pay credit card. I did not have a credit card with me thus making the flight very dry. Catering was fine, nothing to write home about. Though there was a 5 hour gap between meals and I was very hungry. Chicago - Dallas was very pleasant.

United Airlines customer review :  16 March 2010 by A Lowe   (UK)

LHR-SFO and SFO-LHR. Effortless check-in at LHR and SFO and both flights on time. Antiquated inflight entertainment system on Boeing 777s but comfortable amount of leg room and recline. Food pretty average, frequent drinks service (alcoholic drinks are not free), would have been nice to have had a glass of wine with dinner, attendants more attentive on LHR-SFO than SFO- LHR. Overall good value for money (hence a 7) but nothing special.

United Airlines customer review :  9 March 2010 by P Whitehead   (UK)

LHR-ORD-LHR. Outbound, entertainment system didn't work, steward totally ignored me every time I tried to get his attention - economy seats which seem to be getting smaller. Not a pleasant flight. Return, paid for an upgrade to Economy Plus and worth every penny. Flight crew to LHR were a lot more pleasant. Food was a let down and I still don't understand why all prices for drinks are payable in US$ and by card only - no cash payment! Will stick to BA in future.

United Airlines customer review :  6 March 2010 by C Bittencourt   (New Zealand)

I will never again travel with United Airlines. We normally travel AA, but my husband had to buy my ticket quickly and just picked United Airlines through expedia. Originally, I was going to stay in San Diego for 1 month, but my husband's contract there extended, so I rang United Airlines to change the ticket date. To my surprise, I was told my ticket was only valid for 2 months. I thought it was bizarre, then, rang again to confirm, only to receive the same information. We thought it was probably due to expedia rules, so we paid $250 for a changing fee. A couple of weeks later, my husband rang to find out what would happen in case we canceled the ticket re: refunds, and how much a new one would cost. Then, we were told we didn't need to cancel our ticket because it was good enough to be changed again and used for up to one year. So then we paid yet another $250 and extended for another month and didn't complain about anything. Unfortunately, my husband's contract was once again delayed, so I rang to extend it for yet another month and was told the ticket was only good for 3 months and could not extend it for another month. I think it is criminal that we had already spent $500 due to misinformation from the staff members at United Airlines and nothing is done about it, because we customers are not recording the calls to prove them wrong. How can I prove to them that I was misinformed and as a consequence, it cost me money?

United Airlines customer review :  6 March 2010 by Chris Mitchell   (USA)

SFO-MCO-SFO combined business/pleasure trip with myself, my wife and our three children. Myself and the kids were travelling on FF miles. Both flights arrived on or ahead of schedule. B757 on both flights was very clean and all passenger service equipment in good repair and functional. Had economy plus on outbound flight and regular economy on return. Legroom great in economy plus and acceptable (especially for my small kids) in regular economy. Very pleased with buy-on-board chicken caesar salad outbound - of restaurant quality. Cabin crew very good - several full beverage cart runs and lots of trips down the aisles with water/coffee/tea, etc. Cabin crew on return particularly outstanding - even provided my kids with complimentary snack boxes! If this flight and crew were any indication, United are working hard to win back the trust and confidence of the travelling public.

United Airlines customer review :  5 March 2010 by A Gorman   (US)

DEN to LAX. Short flight, world of pain. Aside from landing safely in LAX, there was not a moment of our ordeal that was pleasant. The check-in line on an early Sunday morning was more than an hour long. While I appreciate DEN is a hub, to reflect how empty the airport was we were 2nd through security. Insult to injury, when we finally settled into our seats and in- flight service began, I asked what box meals were available only to be barked at by an eye rolling flight attendant. To that end, it is telling that United has no direct customer relations contact. The only recourse is to send an email, a response may be expected within 5 business days (at this writing it has been 3). Perhaps our recourse is to contact United Investor Relations directly and short the stock. United will never see another penny from this frequent flier.

United Airlines customer review :  28 February 2010 by Andre Souranis   (Belgium)

LAX-LHR Economy. I have seen lots of cutbacks in service but this went beyond everything : on an almost 11hrs flight, a breakfast consisting of a plastic pack in which there was a fruit yoghurt and a soggy, inedible sandwich. Just had connected from Air New Zealand AKL-LAX, on which the inflight service was nothing short of fantastic. My mistake not to have continued on them to LHR! Add to this a completely unfriendly flight crew and IFE from the seventies. United flight attendants would not even offer you a coffee with this pathetic breakfast. How come such a rubbish airline like UA would be part of Star Alliance, alongside airlines like Air New Zealand, Thai, Singapore, ANA?

United Airlines customer review :  26 February 2010 by K Laberge   (Canada)

SMF-YOW economy. There is no printable word I can use to describe how unpleasant the check-in staff were. One particularly talentless agent tried to charge me for a third bag, wrongly because I have Star Alliance gold status. When I asked the agent to read the airline's rules on Star Alliance gold benefits, she realized she was wrong, but instead of apologizing she became rude. I asked for her name, which she refused to give. She even covered up her name tag on her uniform and laughed that I could not have it! She said that if I asked for her name again she would call the police. United won't get a penny of mine ever again, and bankruptcy is too good for this airline.

United Airlines customer review :  26 February 2010 by D Maler   (France)

San Francisco-Chicago- Paris flight. A truly unpleasant experience on most aspect of the flight. Baggage checking at SFO was horrible, massive queues and no ground staff available to help, you have to check your bags yourself, and when things go wrong, no staff available to help except one lady who keeps shouting "I cannot help you", check in took almost 2 hours in the end, flight was delayed because of weather which is not their fault, but again no staff to explain and another 1 hour of queue to be rerouted on another flight. First leg SFO/ORD was really bad, sitting at the back of the aircraft, no free food provided, and trolley empty when it reached us. Crew seemed exhausted although they remained pleasant but you really feel sorry for their working conditions. Will avoid flying with United at all cost in the future.