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Flight delayed over 9 hours with little information given to passengers. Complete lack of customer service and the level of incompetence was amazing.

LHR-IAH-CUN-IAH-LHR. All legs pretty much on time apart from CUN-IAH due to a 'paperwork issue'. 777-200 serviced both long-haul sectors and was generally passable. Excellent selection of films on good quality seatback screen and, in the main, friendly and efficient service from the FAs. Plentiful soft drinks and call bells answered swiftly. Food, however, extremely poor indeed, especially on the return to London, when the chicken dish was barely edible. The vegetarian curry alternative, however, was better. Landed in premium economy seats on trips to and from CUN by virtue of full aircraft and the extra room made a great difference. United is certainly a no-frills carrier but for the price paid I think offers value for money and, having read some of the horror stories, I was pleasantly surprised. Friendly announcements from the commanders were also welcomed.

BUF-CLE-CLT. Was due to depart Buffalo at around 9am, I woke up at 5 that morning and went to check the flight status and the flight was cancelled. There was absolutely no warning for this whatsoever, not even an e-mail or phone call. So I called United and told them my situation and they were able to book me onto a US Airways flight without an extra fee. The person on the phone was very kind and understanding. Once I arrived in Charlotte, I noticed that the second leg of my original journey was cancelled from Cleveland. So in the end it all worked out.

TPA-ORD-YEG: No complaints whatsoever about the service at the airports, and flight attendants were generally very helpful and kind. Nevertheless, on both flights the entertainment system failed for the first hour, while it is also absolutely inferior to those offered on other airlines who serve the same routes for similar prices.

Flew from Chicago to Narita in Business Class. On the lower deck which I was seated, it was arranged in the ridiculous 2x4x2 arrangement. Very uncomfortable with some seats facing forward and some backwards. 4 seats in a row in Business is not okay! Hard to get in, hard to get out of. No space to put your bags anywhere. Boarding was like a concert entrance with no priority given to first or business class, it was just anyone with "boarding group" 1. It is really absurd that you'd have to push your way through the crowd while the counter was busy calling out names asking standby passengers to come to the counter. It's just chaotic. Finally got seated in the awful 2x4x2 business class config. Service level is low, and I had the fastest dinner service in my life, took less than 10 mins until trays were taken away. Meals looked cheap and unhealthy. I just did not want to be bothered by attendants who seemed to care so little. Being so used to Asian carriers, this is a shock. I won't fly United again unless I really have to.

JFK-SFO on Feb 20. Boarded flight and completely ignored by FA's. Flight deck crew seemed friendly enough. Cordial announcements and an inviting tone. Crew were very perfunctory in Business Class, they talked among themselves in the gallery. Food service was a quick drink just handed to you with no comment. Service was collected with no comment. Trays were passed out with appetizers and salads together - much downgraded from 2 years ago. Trays collected, ice cream sundaes served, everything seemed so cold. Returning coats was another story. They were kind of just dropped into your lap. When mine was not the right one, the FA seemed disgruntled. There is no longer such a thing as Premium Service which is how they advertise these SFO-JFK flights. Even going into the UAL Club at both SFO and JFK - on entering, the reps look at you with almost an annoyed look. The hard part is I have 1K status and don't want to start all over again with another airline.

On our recent trip to the Far East we flew business class on several airlines, United Airlines was the worst. Their business lounge in Chicago is ridiculous. We spent 5 hours waiting for our connection to Hong Kong and what they gave us for lunch was a doughnut and some cheese and crackers. On our flight to Hong Kong from Chicago we were seated in the upper deck, close to the cockpit. We could not sleep at night - lots of noise and lights. Finally, our final flight back home from Chicago on UA was cancelled. They claimed bad weather but actually the weather that day in both Chicago and Toronto was perfect. They booked us on another flight 2 days later. We spent the all day at Chicago O'Hare trying to get on another plane without success. Eventually we flew on an Air Canada plane but our luggage did not - we got it back 2 day later.

On board a flight from DC to O'Hare now. Exit row seats are empty but I cannot sit in one of them because they are paid premium seats. I am 6'7" and would have appreciated the small gesture. I booked my ticket last minute didn't even see what seat I got or else would have paid the extra $25-30 they want. They will keep it empty but not let anybody sit in it. I am disgusted by the level of service from United.

Boston to ORD to YYC. Boston to ORD plane not heated and doors wide open until just prior to takeoff! One FA friendly enough, the others invisible. Breakfast served late into flight (5.30am departure) - tasteless but warm enough. ORD to YYC on partner Skywest - dreadful. Plane old and dirty. I was in business class but no food was provided apart from unhealthy snacks - I was told I could "buy something", never before have I been told that in business class. Front toilet was blocked by cart, behind which the FAs disappeared for most of the flight. No access to the toilet, business passengers had to go all the way to the other end for the toilet. Very full flight, no room, no water provided for most of the nearly four-hour flight, totally uninterested staff. I will avoid United in future and always check to know who is actually operating the flight!

Recently flew from Knoxville to Phoenix. First leg was to connect from TYS to IAD in Washington. Sat on the tarmac for an hour in Knoxville. Needless to say, we didn't make our connection, we had a 45 minute layover (which is more than sufficient usually). Waited in a 2 hour customer service line in Washington. There were only 2 customer service representatives serving this enormous line at any given time. They did comp us a hotel room, and we stayed the night in Washington. Earliest flight out was 06.00 connecting through Houston. We board at 05.30. Barely made our connection in Houston by sprinting through the terminal - a 45 minute layover. Since we landed as our next flight was boarding, we, needless to say, didn't get our luggage when we landed. The frustrating thing was that we sat on the runway in Houston for 1.5 hours with zero explanation. Arrived in Phoenix a 30 hours after we left our house. To add insult to injury, when we arrived at Sky Harbor to fly home, our flight was delayed an hour. This means my ample one hour layover in Chicago will not be enough and we will probably miss yet another connection.

We flew to Costa Rica for our winter vacation. The flight down was great. However, on the return trip We were notified at 2pm there were mechanical problems. 4 hours later we were able to depart. However, because the flight crew could not be "on the clock" for more than 16 hours, we had to re-route to Houston instead of the direct flight to Chicago. The pilots and staff did an excellent job in dealing with the situation and passengers! They arranged to just stop in Houston instead of having us all de-board, go through customs, get our bags and get back on the plane. Everyone was in good spirits and the staff made the inconveniences minimal.

Narita to San Francisco - I flew business class. I fly very often more than 30 times a year. This was without s doubt the worst flight. Plane was delayed. Business class seating is jammed in 2x4x2. The flight attendants were grumpy. Drinks served in plastic cups. The food was poor and very limited. Lounges were more crowded than seating at the airport. Food was non existent.

What I thought was a quick trip from Philadelphia to Indianapolis turned to a day long affair. Every flight I was on became delayed, one flight was cancelled and I had to stay in a hotel, and the flight the next morning was delayed again! It was a huge inconvenience. I have been flying for many years now and have never experienced so many problems in one trip. Next time I will try and avoid United Airlines. It is not worth the hassle.

My mother and I flew from Chicago to Miami on the Airbus A319. The inflight entertainment was great and the staff very nice. We arrived in Miami 30 minutes early. On the way back we flew the Embraer 170. Departed 1 hour late. Overall this trip was not that bad.

Fly United JFK-SYD at least every other month, most recently this past week. Never have had problem on the longhaul segments. Economy Plus on 747 decent seat, only lacking in personal entertainment. Food is always adequate, with 2 full meals plus snack. The flight from JFK to LAX was excellent both directions, this time on the ex-CO international 752 while the current fleet is upgraded. Once the flights have full personal entertainment in every seat, the product will be very pleasant. Also must mention the United Club in Melbourne, which although small and dated provides the best service of any United Club I've visited.

Me and my partner flew from Manchester to Newark on January 31 on UA21. I found that I couldn't really fault the service, the food was fine the AVOD seat back entertainment had a fantastic selection. The crew were a bit grumpy but my only gripe would be during the middle section of the flight only water was served. We also returned on UA20, the crew were much friendlier on the return leg.

Flew from Belfast to Newark then to Los Angeles. Given a free upgrade to economy plus which was a bonus with lots of extra legroom but nothing else. The flight was good with no problems, the inflight entertainment was very good with AVOD with over 100 films and television programs. The inflight food was typical airline food but not too bad. The flight to Los Angeles was OK but was packed like sardines. Flight back to UK was the same but no problems and would certainly use them in the future especially from Belfast.

My husband and I flew from Austin to Burlington, Vt. In December. We were delayed going and returning, our seats were tiny and hard! We had booked Economy Plus, but there was no Economy Plus on 3 of the flights. However, United charged us for Economy Plus seats! The one flight that did have those seats was a joke! I have flown Economy Plus several times, but the United seats were not any bigger nor did they offer extra leg room! We needed Economy Plus Seats because my husband has a severe back problem. Not having the extra room caused him to suffer with back pain our entire stay in Burlington. We will avoid United Airline flights from now on! Also, when we asked the lady at the check-in desk for help with our dilemma, she seemed annoyed and really was no help.

Mobile, Alabama. Flight delayed from origin, I missed my connection. Staff were rude and did not even inform us about the delay. No information was given for the reason of delay, they were understaffed and standing in a line felt like eternity. United needed to work on their ground staff and to at least teach them some basic things a on manners. This was for flight UA 4128.

I have flown many flights recently on United and the last one from Arizona will be my last. Flight home was delayed and no provisions to get us to out connecting flights. Spent the night in SF Airport. Nowhere to sleep and noisy. When you speak to a customer service person they were not helpful and rude. Never again on United.

Tokyo Narita-Seattle, UA876, 8.5 hrs flight on 2-5-2, Boeing 777-200. I booked ANA's Boeing 787 flight to Seattle but the I was signed to UA's codeshare flight due to the cancellation of ANA. The economy cabin was oversold, and there are many standbys and upgrades being carried on while we're waiting at the gate. The plane was full, the departure was delayed 30 minutes due to a technical problem but we landed at Sea-Tac on time. I was seated in the last row of the economy cabin (42J) which has very limited declines and made my flight uncomfortable. The seat pitch was fair, and the cabin was generally clean. The crews are well trained. The catering was the part that unsatisfied me the most. There were no choices in dinner and breakfast, the dinner was salty and the breakfast was half-cold and half-hot. The quantities are fair. The touchdown was okay. I was really satisfied by the flight deck communication on channel 9. There are only 4-5 channels playing the same movie again and again but in different languages. I wouldn't choose United next time unless it's the only choice I have.

STR-Newark: The flight was only half full, had 3 seats in a row for myself. Very good IFE with latest films. Food was ok. Premium Economy gave more leg room but nothing else. FA indifferent but plenty of water offered during the flight. Ground staff in Stuttgart were impolite and pushy. Chose UA for price reasons.

My first direct flight to New York from Manchester plus a return flight from Newark and I could not fault the airline. They both were very smooth flights on their Boeing 757/200, flying economy class. The cabin crew were very attentive and served food and plenty of beverages on the flights plus inflight entertainment was good with the latest cinema releases.

SYD-SFO, 747. On this United flight, our little man walked into the galley and the FA snapped 'he can't be in here. It's dangerous!' We are experienced enough to set the bar very low for food, drinks and entertainment on United like everyone else, so knew what was ahead. Strongly recommend that anyone with kids load up a tablet with cartoons for United long haul.

2 of my last 3 flights with UA were cancelled due to mechanical problems and one was delayed 3 hours. In the last 3 months, just about 50% of my flights were either cancelled or delayed.

My flight out of Grand Junction was delayed 2 hours, I arrive at Bush to connect to Nashville - no seats have been arranged for me, I was offered standby on an oversold flight. I did get a confirmed seat on a 7pm flight yielding a late arrival in Nashville, a 2 hour delay costs me 5 hours. Not one United employee offered an apology.

UA 837, SFO-NRT, Jan 30. UA lounge in SFO not bad except for the shabby seats which look worn out and tatty. Good window views of the airfield. On time departure. Upper deck rear-facing BusinessFirst seat. Wrong meal given to me (Japanese instead of western), then once I got my correct meal it was stone cold. I asked that it be heated again and then it was fine and tasty. In fact, it was an excellent cut of beef. A senior, obliging cabin crew. Reading light became inoperable after the main meal when all the cabin lights were dimmed, but crew took care of it effectively by resetting the whole system. Blankets in business class are looking and feeling like tissue - too thin. Also, cabin was stone cold for the first hour of flight. I don't have any real complaints about UA’s business seat or service, particularly in the upper deck of a 747-400. I like the adjacent shelf space which upper deck window seats offer.

Given the decline in services onboard airlines, I was pleasantly surprised on my flight from Los Angeles to Sydney. We had a passable dinner, nice snack, and free onboard entertainment. The crew was courteous and friendly. Although we were in Economy we opted to pay extra for Economy Plus and the extra legroom helped make the long trip semi-bearable. We ended up making last minute reservations two days before the flight so that lowered our "value" score.

LAX-JFK return. On the outward leg there was a minor seating problem (2 people had been given the same seat). The problem was sorted out with a minimum of fuss and to everyone's satisfaction. Boarding was organized and would be streamlined if people didn't bring 4 carry-on items each! While on board, the staff were pleasant, professional and friendly. This was a buy-on-board flight, but there was no pressure to do so. Two drinks service runs in the flight which was just under 5 hours. Left on time and arrived into JFK early. Bags were available within 10 minutes of disembarking. Returning to LAX, staff at the gate and on board were efficient and professional. Slight delay at JFK because of ground traffic. Again, 2 service runs, plus 3 or 4 water/juice runs. Staff again very friendly. Bags available at LAX within 15 minutes - still most acceptable.

Toronto to Salt Lake via Chicago. Booked with Air Canada but they couldn't provide a boarding pass from Chicago to Salt Lake. Off I went to the United counter in Toronto. Spent 45 minutes counter so the lady could call headquarters to print the boarding pass. $25 checked baggage fee also thrown in but expected when flying with virtually any US carrier. Everyone then crams everything into carry on and then jams it in the overhead bin which just delays the flight. Chicago to Salt Lake leg delayed 45 minutes due to weight restriction. Part of this delay was to ask for 5 volunteers to stay in Chicago for the night. My luggage ($25 baggage fee) was volunteered off and left in Chicago with about 15 other passengers. The toiletry kit provided was "green" and good for the environment but also pathetic in the name of saving the planet. The good news was my luggage was delivered the next day but I was about 2 hrs outside of Salt Lake so again another expense for United. On the way back I flew from Salt Lake to Denver to Chicago and back to Toronto. Each flight was completely full with the same line "we are a full flight". Then the jamming of carryon continues.

Non-stop Shanghai-Los Angeles, Business Class. Flight cancelled due to pilot illness. Passengers were bussed to a hotel 45 minutes away. I refused to travel this way again back to the airport so I got a cab at my own expense. I had spent 30,000 miles and $600 to upgrade and then I would estimate 20+ people get free upgrades to business class. I go to use my 10% "inconvenience" discount coupon to find that on a $900 ticket the discount is $25 dollars because there is a $500+ international surcharge which is not part of the airfare. I believe the 10% discount and the international ticket pricing is no less than deceptive and misleading. I hate being a slave to mileage programs.

Never again. Boston to San Francisco (UA1057) on Friday January 25. I was sitting in the very last row of the plane opposite a lady who looked to be travelling with her grand daughter. After being told by a female flight attendant that she could change the child's nappy in the nearby lavatory, this lady was left to her own devices to get the nappy bag out of the overhead compartment whilst struggling to hold the child in the other hand. I had to get out of my seat and help her. All of this happened while 2 flight attendants stood in the galley about 2 meters away from us having a chat. As well as this, my entertainment unit/personal TV screen didn't work for the entire flight. First I had no sound. Then, after complaints from other passengers about their units not working all of the units were reset, I had no picture. Rather than resetting them all again I was told to plug in and watch the unit from the empty seat next to me. Honestly, for a US based airline, I found your aircraft cramped and dated and the service of your attendants of a very poor standard.

My husband and I booked flights to go from Vancouver to New Orleans and then on to Costa Rica. Less than a month before we were due to fly, our flights (all 6) were arbitrarily changed and not for the better. We had paid a premium of $150 extra each to fly back from Costa Rica with only a one hour layover in Houston, and then directly home to Vancouver. That flight was cancelled, and we now had an overnight in Houston, and then a 2 stop flight back to Vancouver the next day. I spent 2 days calling United to straighten everything out, and no one would transfer me to an actual person to deal with the problems. We had to fight to get a room paid for in Houston. The two meals we did get on our 6 flights was inedible and you had to pay for in flight movies/entertainment. We booked our seats ahead of time, and then upon check in our seats had been changed and we weren't sitting together. You get one chance to make a first impression, and they blew it with us.

Las Vegas to Pittsburgh with a stop in Houston. The stop had about 6 hours of lay over time. We then asked to change it and the best they could give us was Chicago with 4 hours of lay over time. We settled for that, but after those 4 hours passed, our plane was delayed another 3-4 hours with several gate changes as well. The best part was that they didn't even tell you that the gate had changed. I was waiting for planes from sun rise until bed time. Not to mention that on a 4 hour flight with them, you can expect no TVs and no free snacks.

FRA-ORD, First Class morning flight. Delayed almost 2 hours. One hour for removing a no-show bag, and the other waiting for the de-icing truck. When I was shown to my seat I could hardly believe that none of the crew notice how filthy the carpeting, seat and side panels were. I asked the flight attendant for a wet towel to at least wipe it down a bit, when finally she noticed how filthy it was. Finally the chief purser said they would change my seat to 1A from 1K. It was also in need of cleaning, but at least the seat and carpet appeared okay. Wine offered and selected was just poured without an opportunity to taste. Nothing exciting, very generic and bland selection. First meal choice (there were only 3 in FC) was lamb. I couldn't even cut it. Offered another choice which looked and tasted like a pre-cooked package frozen meal. Food and wines were basic, uninteresting, and tasteless. Printed menus were incorrect. Flight attendants still don't get the concept of keeping voices down when in the galley, or trying to keep lights off and window shades down for the customers in first. I had to ask them to darken the cabin, which they did with a bit of attitude. Flight attendants were nice enough, but showed no style or really any interest in working. Overall their global first product is no different than their business class. The seat is a bit roomier, but there is not additional padding or pyjamas offered, just like business. After another negative experience in United first, I will certainly steer away from it and try using only the Star Alliance partners (except US Air). I just don't understand why the US based carriers can't offer a better product like the Asian or European carriers. Pity.

I was flying from Kansas City to San Diego with a connection in Denver, UA 765 and UA 77. They told me I had to check my carry on because they had no more overhead space. Flight started to taxi, and then went back to the gate. The pilot then told everyone that we were going to wait on the runway because of high winds in Denver. Refused to say how long the delay was going to be, though later he told us it would be at least 2 hours. I had a tight connection, so I called and found that there was another flight on a different airline that would get me in layer that night. The flight crew refused to let me retrieve my bag. Now, I'm stuck in Denver for the night. The help desk absolutely refused to provide me a room, and it was a struggle just to get my carry-on back. I am never flying United again.

EWR-SJO. Rue the day when Continental became United. On the way out, after checking in and walking a long way to the gate, I arrive to an announcement over the PA that the flight has been changed to a different gate. Luckily I was able to get a cart because the new gate was on an entirely different side of the airport. Nowhere even reasonably close to the first one. Special vegetarian meal not honored because they apparently no longer do them at all? FA said maybe on some flights to Europe. Unclear why any international 5+ flight has no meals. On the way back, the choice (for a snack, not a meal) was a chicken and cheese or beef and cheese sandwich. Seats are very small and if the person in front of you reclines at all, forget about any space. Direct TV at each seat, but credit card required to watch, not just for movies, but for any watching. This is a very poor value for money on an international flight. Why not just use a cargo plane if they don't want to provide food or entertainment?

United's marketing strategy to nickel and dime their passengers once you have purchased a seat is a reason I will not return to this airline. Baggage fees were expected, but due to the sardine dimensions of the economy seats (I'm only 5 ft 4 and still couldn't move in the seat) we decided to upgrade to more leg room. Interesting that the first upgrade for an aisle is $49, then for the middle seat it was $98. A 4.5 hr flight provided no entertainment, you had to pull the credit card out to engage your direct TV set. Food was a hideous selection of olives and applesauce. For your $600 ticket you get 4oz of soda or juice, not even a can? Will definitely avoid this airline in the future.

Travelled for business with United on January 13, 2013 from Boston to Hamburg (Flight #3828). The entire experience left me thinking that I would pay more to fly with any other airline vs. fly with United again. Flight was delayed and I understand that United has no control over the weather but the way I was treated from the time I checked my luggage to the time the rude staff member rebooked me on a Delta flight was terrible. Customer service should mean something to United. Needless to say I will never fly with United again.

Six recent flights on United. All London to Newark and back. Five on time, including this Fridays night flight back to a snowy Heathrow. Business First is as comfortable as BA or Virgin. The screens are big and you can watch from the minute you get on till the minute you land. The food is better than both BA and Virgin too. Cabin crew tend to be more friendly ex Heathrow than ex Newark. No arrivals lounge at Heathrow and the United Club at Newark has no food. But for the price, it's a great deal.

I flew from San Francisco to London Heathrow so that's about an 11 hour flight and yet there was no entertainment system or individual television screens. The seats are tiny and extremely uncomfortable so you can forget about getting any sleep at all. Food is so awful that on this occasion I didn't even bother accepting the tray. Prices to fly with this airline are outrageous for what you get.

OSL-EWR-SFO-KOA (Kona, Hawaii) return flight at the beginning of December 2012. All flights were on time. Excellent cabin crew on the transatlantic flight on 1st December OSL-EWR. Food was as food is on most airlines, entertainment (on ex-Continental 757) was far superior to rivals on this route from Scandinavia. For the fare I paid I had absolutely nothing against the buy-on-board system that operates within US territory - good value, and the tapas box comes highly recommended. Paid for extra legroom in premium economy as I am 6ft 1 and sat comfortably. Only small disappointment was the in-flight entertainment system on the flights within the US, especially as the two legs EWR-SFO and SFO-KOA are almost as long as some transatlantic flights. I took 134 individual flights last year alone, on 28 different airlines, so I feel my comparisons here are fair! My next flight to the US in February is already booked on United.

We flew to Mexico on United for our honeymoon. After paying extra for a trip with no stops, United changed the tickets and added stops with no compensation. They shortened our Houston stay significantly, which didn't give us enough time to clear customs (we ran everywhere and still missed our flight). We had to argue with them to get change fees reversed, were lied to repeatedly about flights being full when neighboring passengers pulled flights up on iphones and even listed the seats available. We finally found out that their policy is to only put you on standby and then sell tickets until the last minute so if the flight does fill, even though you have already paid for that same destination, you can't get put aboard. They refuse to give us phone numbers to anyone in the US- you can only talk to the Philippines. When you email them, they will not respond for 14 days. We will never fly United again.

UA838, BKK-NRT, 747-400, upper deck seat 12K. As a 1K and Global Services passenger for over a decade, didn't have upgrade confirmed until check-in. Of the 15 people on the waitlist with 14 out of 50 seats still for sale the night before, 13 waitlisted passengers were non-revenue (United staff/family members) who were both waitlisted for business and first class seats. Why can't United at least clear the waitlist for the true revenue passengers using either certificates or miles to upgrade. If you want a particular available seat then you have to get to the check-in early enough (ie. 3am for a 5.55am flight) to compete with UA staff and family members. Unacceptable. Otherwise, a good flight with an obliging crew and on time departure and arrival. Upper deck UA business class seat better the business seat on the new United 787 by far.

UA33, NRT-LAX, seat 6A (United BusinessFirst) on 787 Dreamliner. Over rated. Aircraft is noisy - so much for all the hype about a ‘carbon fibre quiet aircraft’. Big windows, but too high from the seat to make looking out enjoyable. Ambient lighting only in the first section of business class – nothing in the second business cabin. Crew completely indifferent to call button. No amenities at all in bathrooms – regular UA has face spray, hand lotion, etc. My recent experience with ex-CO flight crew is that they like to leave the seat belt sign on as much as possible, particularly during service periods – clearly more for the convenience of the FAs. After sitting on the tarmac for an hour during a late departure in NRT, leaving the seat belt sign on for the first two hours of the flight with zero turbulence is completely unacceptable. Seat belt sign left on for long stretches of time during the flight with no turbulence whatsoever. Food good. 787 Dreamliner – completely unexceptional despite all the hype.

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