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UNITED AIRLINES customer review :  8 January 2010 by M Howe   (USA)

Tokyo to Washington via Chicago two days ago on United and I'm still regretting not flying ANA. United's check in counter for economy was woefully understaffed, resulting in a 40 minute queue despite the available and bored-looking staff at the business and first class check in counters. While checking in, I was offered 4 upsells by the computer (business on TKO-ORD for $184, economy plus ORD-IAD for $34, award accelerator for $440, and premium security for $35). I found the last one especially entertaining since Narita does not appear to have or need a premium security line. Due to heightened security for US inbound flights, they asked that all passengers arrive at the gate at 5:10 pm. Despite this request and the number of passengers needing assistance, the lone gate agent did not arrive until 4:50 pm. Luckily, I was near the front of the line, because I wanted to try using 15,000 of my Mileage Plus miles to upgrade my economy plus seat to business class. Sadly, all economy passengers for this flight had been booked with a fare code (L) that was not eligible for an upgrade and that no business class seats were available for the $184 upsell either. Upon boarding, I noticed no fewer than a dozen empty business class seats. Additionally, United will begin charging a co-pay for mileage upgrades in the near future. For this flight and fare code, the co-pay is $500 in addition to 25,000 miles. This is to give members "greater flexibility." The flight itself was uneventful, aside from food that I doubt a prison would see fit to serve. The first meal was chicken curry, which was served cold without apology or a second try. The second meal was an omelet that had the consistency of a kitchen sponge. Neither meal was edible by my standards, which are not picky. Drink service was frequent, with flight attendants bringing water by several times throughout the night. Arrival in Chicago was on time and the line through customs moved quickly. The baggage handlers in Chicago were not as punctual as it took nearly an hour for my bag to emerge from the handling system at customs. The second leg of the flight was on a nearly empty 767, yet the flight attendants insisted that nobody could sit in the economy plus section (averaging 1 passenger per row) without paying them $50 first. While the 747 from Tokyo appeared relatively modern and well kept, the 767 looked like it was constructed and last maintained during the Reagan administration. There were panel gaps everywhere and it did not look like the overhead bins were able to latch completely. The flight into Washington also landed on time, but my bag did not make the connection in Chicago despite my checking the bag in terminal 5 an hour before takeoff. Overall, this was not the most unpleasant flight I've ever experienced, but it seemed to showcase the greed and ineptitude of United's management at every turn.

UNITED AIRLINES customer review :  8 January 2010 by J Gordon   (New Zealand)

LAX-SFO. Initially booked flight with US Airway but discovered flight was operated by United. Arrived 3hrs before flight, couldn't check in electronically because ticket was bought from US Airways. Couldn't find any helpful United staff to assist. Found plenty of rude, arrogant and unhelpful staff and was told to wait in the special check in line, which turned out to be the wrong line for over an 1.5hrs before a kind fellow line waiter guided us to the right cue. Flight itself was okay but again the FA oozed rudeness and arrogance. Seats okay, cabin service poor, overall United and its customer service was poor.

UNITED AIRLINES customer review :  7 January 2010 by Marie Smith   (USA)

ORD-LAX-SYD and back. Trip was uneventful except for a few flight delays out of LAX. Long haul was an aging 747 with "lie flat" beds. They did lie flat, but were not comfortable or wide enough for most people. The service was pleasant on the way to Australia, but the return was poor service and cold attitudes.

UNITED AIRLINES customer review :  7 January 2010 by S Petrov   (Canada)

Los Angeles to Sydney on Boeing 747. Was dissapointed at lack of individual entertainment system. Even more the movie selection shown on the main displays was quite poor. Probably will never fly with United again. On top of that service is really bad.

UNITED AIRLINES customer review :  7 January 2010 by M Griesinger   (USA)

I would rank the flight average, older plane with no luxuries. What disappointed me the most was before I even boarded the plane I had to spend $10.50 to protect wine bottles I was taking (I mean they couldn't tell you online that wrapping a bottle of wine in a bundle of clothes was not good enough). Then they decided to charge me $30 for my second bag. I was surprised and reminded them that this was an international flight and I am entitled to two free checked bags and one free carry-on. They said that was a month ago and they changed policy. I really wish they would just throw these prices in the ticket price and quit nickel and diming us face to face. My overall experience with United earns my rating of 5/10.

UNITED AIRLINES customer review :  6 January 2010 by Art Jalandoni   (USA)

P.S. service LAX-JFK (First), Return P.S. JFK-LAX (Business). Flight crew seemed interested in the passengers and were quick in starting the service. We were flying on Christmas day so the crew were extra festive. Champagne and Mimosas for nearly everyone in the cabin. Seating clean yet a bit dated. Business class on the return was nice and crew were professional. The one thing United needs to revaluate is the meal selection and how many times you get fed on a 5+ hour flight. On the return we only got a small serving of scrambled eggs with fruit and nothing else (not even nuts) for the remainder of the flight. Even the flight attendants were embarrassed by this. You'd think that United would spend more for it's premium passengers. Even a cookie or a small serving of nuts would have been nice on a flight touting the word Premium. This is where American Airlines trumps United : Food.

UNITED AIRLINES customer review :  3 January 2010 by J Hopkins   (USA)

LHR-ORD Business 767. Business cabin full and service as always basic and disjointed. My steak was completely raw and I was offered an economy meal instead and no apology. I insisted there are extra meals always in first and was told by the purser there are only 13 loaded (8 pax in first) and that the rest were for crew. Soon after a meal appeared from first, but again no apology. It seems that business is the new economy and as always with United, the interests of the employees come well before those of the passenger. On the plus side the new seats are very comfortable although provide limited privacy. AVOD needs to be expanded with a better selection. Finally, the check in supervisors at LHR need to be more professional and not roll their eyes at each other about passengers, in full view of others - unbelievable!

UNITED AIRLINES customer review :  3 January 2010 by I Wong   (Singapore)

Singapore-Tokyo-Washington DC and back in Business Class. Generally speaking, Asian aircrew tend to give better service. So I would rate the service for the flight from Singapore to Tokyo as 6.5/10. Tokyo to Washington DC, I would say the level of service left much to be desired. So overall, I'd say the rating is 5/10 for the whole flight. Aircrew made not attempt to assist me with my luggage when I wanted it stored in the overcoat compartment (at the upper deck). The tone/body language that the female flight attendant took with me was rather aggressive, and the fact that she was chewing gum made her look unprofessional. The flight attendants would refill the glass of water of the passenger next to me, but did not take the initiative to refill mine (which was barely two inches away) with my asking. On the 1 occasion (for the whole flight) that I asked for water, the flight attendant showed me that she had her hands full, and asked if I could wait until she had completed her work. The tone that she took was that I was such a dolt for disturbing her while she was busy with something else.

UNITED AIRLINES customer review :  1 January 2010 by J Schroeder   (USA)

PSP to SFO two hour delay for each trip there and back. Flight home was delayed because, according to announcer: flight crew was delayed out of SLC, and the plane was delayed out of Fresno.

UNITED AIRLINES customer review :  31 December 2009 by J Donahue   (Germany)

IAD-FRA. Boeing 767-300 had the new seating in First and Business class. Upon check-in at IAD the most professional and kind agent I have seen a long time. Cabin crew (IAD based) were fabulous, serving with a smile and friendly. Meals wonderful and portions perfect. And the seats offered me a good 4 hours of deep sleep.

UNITED AIRLINES customer review :  29 December 2009 by Ron Kuhlmann   (USA)

FRA-SFO. The seats were comfortable and general cabin layout was nice. The service was friendly and ok but not remarkable. The main course was tasty and well served but the second service seemed to be very ordinary and a bit skimpy. Entertainment options were diverse and the large screen was a treat. At least half of the cabin was occupied by UA staff who, while well behaved, did make it clear that they were freebies. Overall a pleasant experience but lacking in the subtle differences that often differentiate First and Business.

UNITED AIRLINES customer review :  29 December 2009 by Roger Stone  (Australia)

ORD-Lincoln (Nebraska)-ORD on United Express recently on CRJ200. Quite pleasant and impressive flights, especially given the atrocious weather conditions with heavy ice and snow and low cloud at both Chicago and Lincoln. The attention to de-icing and safety procedures by the flight crew was also impressive. Flights were full but on-time with adequate service of soft drinks or coffee on board provided by one hard working flight attendant. Only problem was the overcrowded commuter boarding gate at O'Hare.

UNITED AIRLINES customer review :  26 December 2009 by A Ferari   (UAE)

SFO to HKG. The plane was an aged Boeing 747. For a 14 hour flight, we were driven to the edge of serious hunger before each meal (2 meals and a snack, in its entirety). The first drink service was followed 20 minutes later by a meal, at which time I asked for another drink (beer) to accompany my food. That's when I received the cock-eyed look from the flight attendant, as if to say "Listen, I gave you a beer 20 minutes ago." I looked back at him with a response of "well, now I have food in front of me, and beers are free." That's when I realized you must scout out for the international based flight attendants if you want to receive service with a smile. So I found the Hong Kong based guy and all was well.