United Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 4843 reviews
3/10
3 star Skytrax Rating
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1/10

"does not care about customer service"

(United States)

Trip Verified | United lost my luggage on a recent flight to Dulles. Since I had multiple business meetings to attend, I needed to go buy clothes and toiletries the night I arrived. After chatting with multiple United agents when I arrived in DC, they told me to go buy what I needed for my trip. I had 2 agents tell me they will reimburse me what I lost. In two separate chat sessions, I specifically asked about my cologne and headphones I use for running. I have screen captures of the agents telling me United would reimburse me for those items. When I turned in my claim (which I did not even list the time it took me to go buy everything I lost which ended up to be several hours), United Baggage Claim denied paying for the cologne and headphones, saying both those items are on their "Excluded" list. I proceeded (multiple times) to send the screenshots of my chat conversation with their agents, but they did not care. I told them multiple times that since the chats were considered "binding conversations" between myself and United, but it took me almost 2 months of phone calls, chats, and emails for United to finally make it right and reimburse me for those items. To make things worse, when I sent a couple emails to United Mileage Plus and United Customer Care to complain about my entire experience, not one agent offered any type of compensation for my trouble. They simply told me it is a Baggage Claim issue. I certainly did not expect financial compensation, which I could have knowing how many hours it took me to purchase the items that United lost. But one would think the airline would offer to give me miles towards a future flight to make up for their mistake. But no, not United. United obviously does not care about customer service or the customer experience. As long as they got your money.
AircraftEmbraer 175
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCleveland to Washington
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"employees are loud, arrogant and bossy"

(Netherlands)

Not Verified | Worst airline. This is 3rd time I fly with United via Houston: - each time I miss my connecting flight whether it is to Austin, Costa Rica or Panama - plane left late (like other times). The personnel on the airplane knows nothing and only refers to the App - wifi does not work on the flight. At Houston airport there where for 35 customers, 2 employees to help next to gate C3. All customers annoyed - most employees are loud, arrogant and bossy.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAmsterdam to Austin via Houston
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"absolute worst airline to fly with"

(United States)

Trip Verified | Awful airline! I spent $3k on tickets due to the weekend we were flying. Our plane was delayed 4 hours which they kept saying was due to the air traffic. Turns out it was due to the pilot walking off, it had nothing to do with air traffic. We finally get to board and my premium economy seats that I paid extra money for were given away as a free upgrade and they tried to split my seats and shove us in the back of the plane. I tried to contact customer service for a refund and they refuse saying I have no grounds for a refund and that the best they can do is a $75 United credit. As if I would ever fly United again, they are the absolute worst airline to fly with. You buy protection on your tickets and then you can’t even get your money back when the airline messes up majorly.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to Las Vegas
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"customer service was horrible"

(United States)

Not Verified | They have changed our flight two times, and the last time they changed it, they didn't allow us to choose our seats so our family is unable to sit with each other. We booked it through Chase, and we could not change reservations through Chase, but only through the airline. We have never had this issue as with booking through Chase Travel, we have always been able to manage it through them. When we called them, they said UA needs to be dealt with directly. We called their customer service, which was horrible. The Automated voice walkthrough is horrendous. When expressing the concern about not sitting with our family, they said "it happens". With who? Not with Delta, not with AA. I have never had this issue before. I will not be booking through UA again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAustin to Denver
Date FlownMarch 2024
Value For Money 12345
no
2/10

"only pay $200 per passenger"

(United Arab Emirates)

Trip Verified | My wife and I booked our return trip with United airlines (Business class) to go to USA. On the way back, our flight from Chicago to Toronto (via United) got delayed leading to us missing our next flight from Toronto to Dubai with Air Canada. United doesn't have a desk at Toronto airport but Air Canada team went extra mile, got in touch with United on phone who re-booked us on Emirates. We were also advised to stay overnight (it was 2am) in a hotel and all reasonable expenses incurred will be reimbursed. Our luggage was not with us and we had no clothes/toiletries etc When we submitted our claim with receipts, United said they will only pay $200 per passenger which hardly covers cost of hotel and food but nothing else. This is very unfortunate and not appropriate way to treat business class travelers! wonder if I could do anything else
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteChicago to Toronto
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

“they weren't willing to help us out”

(United States)

Not Verified | We bought two tickets on United from Mexico to our home city. When I bought the tickets it had a 2 1/2 hour connection which was enought to get thru customs and immigration. They then changed the schedule for connecting International to Domestic flight to 1:40 minutes which is less than the MCT (minimum connection time) Now we found out they changed the connecting flight with a six hour layover. I would have never bought these tickets with this kind of schedule. Called and they weren't willing to help us out...wanted to charge us for the same flight the following day if we choose to spend the night instead of sitting at the airport for six hours getting us home at 1:00 am. I have two United credit cards but will be getting rid of those and start flying Alaska or Delta.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePuerto Vallarta to Medford via Central Point
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"had a really great flight"

(Canada)

Trip Verified | My partner and I had a really great flight with United Airlines from Manila to Vancouver with a layover in SFO. I read many negative reviews online and was terrified the flight would be a disaster. It was a fairly uneventful and easy two flights. Both planes were definitely newer and comfortable - as much as economy can be. The stewards were polite, welcoming, and helpful. Our bags arrived at our destination safe and sound, and so did we. I came to write this review specifically to counteract all the negative reviews I read, as I know that negative reviews tend to get posted more than positive. I would fly with United Airlines again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManila to Vancouver via San Francisco
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"experienced wonderful service"

(United States)

Not Verified | I flew with United last November and experienced wonderful service such as very friendly crew, wonderful in-flight cleanliness, seat legroom/comfort wonderful, passenger who sat next to me was friendly, in-flight wi-fi was excellent, ground service great, value for money wonderful. Will defintely fly with them again!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Cancun
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"been changed to a flight several hours later"

(United States)

Trip Verified | I checked in to my flight the day before, saving a screenshot on my phone. I had an isle seat (important because I'm 6'5" tall and I like to be able to stretch my legs out in the isle occasionally throughout a long flight). The next morning I pulled up my itinerary to find that I had been changed to a flight several hours later in the day for some reason. I got to the airport and got changed back to the original flight, but lost my seat. They said they have no idea why my flight was changed, but unfortunately there was nothing they could do about getting me an isle seat anymore.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteChicago to Los Angeles
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

2the most terrible airline"

(Canada)

Not Verified | This is the most terrible airline you could imagine. My bags were approximately 12 pounds overweight, so one of the helpful, nice staff members told me I should take some things out, put them in a plastic bag given to me by the staff there, and then carry that on (and check my carry on). I emptied the ~12 pounds out of my suitcase and asked another staff member if I could have a second plastic bag so that I could double bag my things so it wouldn’t rip. She immediately started telling me that I couldn’t do that, and started rudely demanding that I put all of my things back in suitcases, which I just spent time unpacking. It took approximately 45 minutes for the United Airlines staff to help the 5 individual, or groups of 2 people in front of me, people were at the desk trying to get their tickets for 30 minutes each. And then I was there being detained for another 45 minutes while the staff member ignored me after she demanded I put everything back in my bags. She wouldn’t even look at me, or talk to me while she slowly helped everyone who was behind me. I had to ask customer service representatives working at the neighbouring desks to even let me weigh my bags. I was there almost 3 hours early, and I genuinely thought she was going to cause me to miss my flight- I got to the gate just as the second zone for my flight was boarding. My suitcases were carefully packed because I am going to two different climates, so have boots, shoes, jackets- I things for both a cold and warm climate, and I couldn’t get everything back in my suitcases. Someone from the line was trying to help me force the things back into my suitcases while I was trying to rush so as not to miss my flight while staff ignored me. The suitcase (which was previously given to me by Air Canada when they broke the wheel on my original suitcase)- so it is not the best quality, started ripping at the seams and breaking so that my things were coming out when it was zipped up. The staff was still arguing that I couldn’t get on the plane with a plastic bag as my carry on, which makes no sense because I had one personal item, and a plastic bag that fit the size requirements for a personal item- I genuinely felt like I was going to miss my flight because of her, and she didn’t care, wasn’t even looking at me, wasn’t helping me- was ignoring me. The nice staff member (I wish I had gotten her name, because the world needs more reasonable, kind, helpful people like her) told me that she would check all my bags including my original carry on, and let me take my personal item and the plastic bag as my carry on item. It was easy to carry and the same size as a regular carry on. So now I have to buy two suitcases when I get to my destination, because the staff caused my suitcase to break by forcing me to try & force everything back in it on the middle of the airport floor after another staff member had just told me to take everything out. Then they made me sign something saying that the suitcase was already broken when I got there.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteVancouver to Los Angeles
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no