United Airlines Passenger Reviews and United Airlines Customer Trip Reports

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What an unmitigated mess! Flew ATL to HOU to Corpus Christi on New Year's Day 2013. Mechanical problems with Houston to Corpus connection, everyone loaded on plane, ready to go, then after about 30 minutes of waiting they offloaded us. After another hour, they told us they had another plane. One woman nearby said every one of her four United flights so far this week had been disrupted by delays, mechanical issues and seeming incompetence. Flight back from Corpus to HOU was delayed 45 minutes. Missed getting my seat on HOU to ATL. They put me on standby for the next flight, which was already overbooked and had a 30-person wait list.

I flew from Frankfurt-SFO on 12/21/2012. One of the worst flights I've had to sit through. Flight was delayed, I was assigned a seat that didn't recline, no TVs in the seats (on an 11 hour international flight), and the flight crew spilled beverages on me - twice. Needless to say, I was not happy about sitting for the duration of the flight with orange juice on my clothing. Very disappointed as I am a frequent flyer on United. It seems the quality of their services has greatly diminished in the past several years.

Flying into Vancouver, BC from San Francisco, CA, United sent my luggage to Chicago via Los Angeles. When I called to find out when the luggage would be delivered from Chicago, they could not tell me exactly where the luggage was located. It finally arrived at 2.30 am. This happened after waiting on the plane for hours because the wrong luggage was loaded and had to be unloaded with the corrected luggage loaded. Then it was discovered there was a problem with the toilets. Coming back from Canada, a flight was overbooked going into LA. I offered to give up my seat if they could get me to my final destination faster and avoid a stop in LA and the United representative demanded I pay a rescheduling fee. I told her that the person taking my seat would be paying a rescheduling fee and I was doing them a favor. All I can say is that most of the United employees I've come into contact with over the years (which are a lot) have been rude.

SFO-LAX. I got the newly refurbished Boeing 757 aircraft. I was impressed. There were personal IFEs on each seat with adequate options. Flight attendants were surprisingly friendly and courteous. Overall a very enjoyable flight. I hope that United can be consistent with both their hard and soft products.

Flew from Orlando to Houston on UA1250Y, January 7, 2013. Service was very poor, and the attitude in general of all United employees was disrespectful and discourteous. I will avoid United Airlines in the future whenever possible.

We were a part of a tour heading to California. Because we were part of a group, we could not print our tickets ahead of time. We departed from Pittsburgh International and found the United check-in process to be flawed and unfriendly. Several members of our travel group missed their flights due to poor check-in procedures and backed up TSA checkpoints. Crews on flights 442 and 654 were cordial. Return experience better in LAX in terms of check-in and security was more positive. Staff at the terminal were fairly positive and efficient. Flight crews for flights 884 and 1715 were cold and unconcerned with customer service. Several flight attendants bumped into one of us every time they went up and down the aisle. We will never fly United by choice.

Arrived at airport to discover flight was delayed. Upon arriving at gate further discovered flight had been cancelled. Had to wait in a line with other irate passengers for 4 hours, to be told no assistance could be provided. Flight was rescheduled 2 days later. Returned to airport, only to sit on the plane on the tarmac for 1 hour. Plane eventually returned to gate for maintenance check and I missed my connecting flight. No alternate flight options could be provided apart from a flight that flew outside of my destination city. Had to wait 9 hours in the airport for new flight, arriving at my destination at 11 pm only to then discover my luggage had been sent to another airport. I would not consider flying United again. Staff were unsympathetic, rude and visibly overburden with responsibility. Customer service was not a priority.

Cleveland to Grand Rapids round trip. Scheduled to depart on Christmas Day at 6.30am. Flight delayed several times. Initially told it was because the flight attendant was late. The next reason was because of incomplete weights and balances software update. I ended up having to change to a different flight at 12.30pm. Not too bad and I ended up with a direct flight. Problem is, my flight back to Cleveland has also been delayed. I used to fly Continental exclusively all of the time and I never had issues. My wife called customer service and the reason for this 2 hr 45 min delay is lack of a flight crew. Very poor service.

I booked a trip to Costa Rica to leave on Dec 25 from Newark to return on Dec 30. The tickets were booked back in October. I arrived at the airport to find out that the flight was cancelled and that I was rescheduled to fly out on Dec 28th leaving in the morning and arriving in Costa Rica at 9 pm with a 5 hour layover in Texas! No other flights available to leave or return on any other days. Had to cancel the trip completely. I will never fly United Airlines again.

YUL-ORD-AMS. First leg was a short 2hr flight. Second leg was a 8.5hr flight, on which I paid $100 to be upgraded to Economy Plus. Plane was an old B767, the only difference between the Economy Plus seat and Economy seat is the larger seat pitch. There is a tiny personal TV that operated on a loop-system with no more than 10 channels. Food was rubbery chicken with some rice and pieces of vegetables, cold and hard bun, and salad that looked like it was already overdue. Staff did little to make you feel welcome, and rarely smiled. Very infrequent drink service, so I went to the galley to get a glass of water. The cabin attendant said nothing and simply pointed to a tray. The only positive thing was that the price was cheap and I got to my destination safely and without much hassle.

Flight from London Heathrow to Newark New Jersey. Monitor didn't work. Staff said there was nothing they could do. Reading light didn't work. Staff said there was nothing they could do. The worst customer service I have received!

We booked a flight with Lufthansa from PDX to Frankfurt, via SFO. United flew from PDX to SFO. Flight delayed, no help when arriving in SF0 as to how to reach our departure gate, wound up running 2 miles, barely made it. Found out later they had already rebooked us, going on the assumption we couldn't make the connection. It would have been a red eye flight, getting us to Frankfurt the next day. Return flight from Frankfurt to SFO was the most awful experience. Got lined up along the people mover walkway and stood for 12+ hrs. When finally boarding, had trouble making it to our seats, they were already serving drinks to business class, blocking the aisle with the cart. Our seats had been changed without any explanation. One of us wound up in a middle seat. The pocket in the seat in front of mine was full of garbage. When I asked for a headset I was handed an unwrapped, used set. One meal, and one round of drinks for the entire flight. When I went to the back of the plane to ask for a bottle of water, I was ordered back to my seat. To top it off, it turned out that my husband's suitcase never left Frankfurt. Didn't get it until 2 days after our return home to Oregon.

Heathrow-Washington-New Orleans return via Dallas, Economy Plus. Fresh interior on both transatlantic 777-200's. Despite reviews found all the flights to be excellent though seats could do with more padding. Food ok but no more. Odd to pay for drinks on a long haul scheduled flight but not an issue. Service actually very good on all sectors, friendly and efficient. Luggage tagged to destination and arrived safely. Bear in mind that United use T4 and T1 at LHR so if returning from a different city ensure you are aware of arrival terminal. A few pax were surprised that after departing T1 they returned to T4.

Flew PDX-SFO-ICN first class on A319 domestically then a 747-400 internationally. Flights on time. Connection at SFO easy. First class lounge at SFO was superb. Drinks with a hot scone served on the domestic leg. Service on international leg was excellent. Flights attendants were friendly and accommodating. First class suite very nice. Ample storage room. Seat very comfortable with 2 pillows and a large duvet. Great amenity kit. Meals choices nice and wines were excellent. All in all a great flight! Would recommend.

Supposed to leave December 28 at 5.30 pm and get to O'Hare at 8.30 pm. Flight delayed 3 hours, we finally board the plane and taxi out onto the Tarmac. The captain says he can't take off because of a mechanical issue. 20 minutes later he says the plane has no pilot because the flight crew have timed out. So, our flight was canceled and we were stuck at the airport at 10 pm standing in a customer service line for 1.5 hrs. Booked us on a 7 am, we get to the airport at 5 am to find that our flight was canceled. Told we can be booked on the 8.45 am flight to Chicago - this flight is already delayed 3 hours. I had to demand a refund. I will never fly United again.

Flight was to have left at 7.26 am and the plane had been sitting on the tarmac at ORL since midnight the night before. Five minutes before take-off, an announcement stated that a tyre would have to be changed. 1.5 hours later we finally took off. Offered a glass of water 1 hour after we were supposed to leave. One of the two washrooms in Economy was out of order so we had to use the one in Business class. On arrival in Denver, a woman with a clipboard met us after disembarking and asked what our connecting flight was. This was 15 minutes before our next flight was to take off. After stating Edmonton, Alberta, she told us to rush from gate 22 to gate 85 and we should make it. My husband is 80 and had to use a wheelchair to get there in a hurry, only to find out our connecting flight had not even arrived yet and we had another 2 hour wait. We had booked extra leg room seats which were non-existent on this plane. Weather conditions are an excuse for lateness but poor maintenance is not! Overall, 3 hours late arriving in Edmonton. On our return flight we went to the added expense of upgrading to Business class rather than be packed in like sardines again.

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