United Airlines Passenger Reviews and United Airlines Customer Trip Reports

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I do not know what quality standards United has, if any, but they are definitively not what we are accustomed to in Switzerland. United Airways is reshuffling the confirmed seats several times between booking and departure without notice to the customer. In our case, we are traveling from Switzerland to Hawaii with changing planes 3 times. Each time United reshuffles the confirmed seats, the customer has to spend hours of valuable working time re-booking the seats. In our case, we are travelling together and had to re-book the seats on 6 flights (3 in and 3 outbound). This makes it extremely difficult if not impossible to travel together with a loved one during a United flight. In our case, my travel is a business trip so the working time for re-booking the confirmed seats are direct costs to my employer. For marketing reasons, United gives the impression to allow the customer making seat reservations, but in reality the reservations are meaningless. But the customer spends valuable time for making these reservations over and over again.

BUF-ORD-DFW return. First leg on an Embraer 135 jet, on time, good service and quick boarding. Second leg was on a A320, dirty plane but was comfortable and great staff. Return was on a 737-700, also dirty and full flight with rude gate attendants and flight attendants, the DirectTV is a pain since you would have to pay to use it. To Buffalo was a A320 which was clean with good service and friendly staff, but malfunctioning seat audio.

We flew United for the first time recently MEL-SFO-MEL, concerned given the bad reviews, we had no problem with the airline. We snaffled a pair of economy seats down the back of the plane, they were comfortable enough for 2 average sized people. The complimentary beer and wine was gleefully accepted (several times) and we had no real problem with the food. Staff attitude ranged from frosty to friendly. We bought reading material knowing there was limited entertainment on board. There were no flight delays. For the price (a good 1k cheaper than next fare up) we were satisfied.

Sydney to Tampa round trip, long flights with zero leg room on US domestic portions, luckily give you an extra inch or two for the international 14 hour flights. Still you know you are in coach with United. Don't expect the little flight/game/video/entertainment console for the international portion, that only comes if you fly a non- US based carrier internationally. You do get what you pay for when you pick the absolute lowest price. Prior flight with United was International, Tampa to Costa Rica, a year prior. They flew us to Miami, flight delayed slightly, we get in with 15-20 minutes to connect. The international flight knows we are coming, my girlfriend and I, plus 6 to 8 other passengers. We get to the gate with 10 minutes to spare, but 200 feet away from the gate we see them closing the door. We run up to get onboard ... and the gate employee says too bad the gate is now closed! 6 to 8 other passengers from the same flight come behind us. We plead with them to let us on our flight for 10 minutes while we all sit there and look at the plane we are supposed to be taking. They pawn us off to their customer service rep. Followed up and finally offered us $400 each in vouchers, which is the only reason I gave them another chance with this trip. Their vouchers are a bit of a scam and are good only for a different price list other than the online prices that come up - for the same seat you will pay double or triple the price, which makes the comp'd flight actually more expensive than you would pay otherwise.

Tucson to Boston on Oct 26th. My connection was in Houston. I broke my leg while in Tucson and had a hard time getting home by way of Houston. No one was willing to help when I asked, I could not get off the plane because of stairs and the portable ramp was broken. I consequently missed my connection, anyone I asked to help me with making my connection could not have cared. The girl that finally got me to my gate disappeared and the gate agents had to wheel me on to the plane. I always fly first and was most unhappy with the service.

I fly about 80k miles a year, among the 8 round trips since the merging completed started from last December, 4 delays and 1 cancelled flight for no reason. The food quality on the international flight is getting worse. I bring my own food now. They increase the price for some non-stop flights used served by Continental but service is much worse. United Clubs are always very crowded and food is poor.

Honolulu International to LAX, connecting to Las Vegas McCarran. Arriving at the airport at 8pm, we were told our flight was delayed by 2 hours. Offered an alternate flight to Denver, CO with connecting flight to Las Vegas. Attendants at our departing gate were very rude. Any customer who naturally had questions about not being on time to make their connecting flight from LAX were told to "Leave the flight agents alone until further notice." A flight agent came with chips and drinks. This provided some comfort, not only because I am 5 months pregnant, but all places to eat at our gate were already closed. We boarded our plane and as we waited for take off, we were told there was a malfunction. After 2 hours, we remained on the runway. Told there was an issue in the cabin and the flight was now cancelled. After getting off and picking up our baggage, we then waited in line for another 2 hours to be re-routed on Delta Airlines, leaving at 8am. By that time we had been at the airport for 12 hours. Understanding the circumstances were outside of our control, we were given food vouchers for a free meal and told to keep our receipt from the baggage check-in so as to not be charged to check in our luggage again. Delta check-in opened at 6am, their flight agent told us to pay for our baggage check-in again - tired and wanting to facilitate our journey home, we reluctantly paid the fee. After checking in, we returned back to the United ticketing counter to receive our refund for luggage check-in. Other than that, the actual flight attendants on the plane were very hospitable. We are now in LAX and flight agents here are now helping us to finally get home by 6pm this evening. Taking almost 24 hours to get home from Honolulu to Las Vegas, we are thankful for Delta.

VIE (code share OS) - BRU - OHR -LAX- HNL - SFO -JFK - (code share OS) VIE. September 2012. Good price, very reasonable transfer and travel time, comfortable seats and experienced staff make the trip a positive experience. Also the delay of our baggage on the leg LAX to HNL was handled in a professional manner. (However I cant understand that a transfer time >90 minutes is not enough to transfer baggage at the same LAX terminal).

Was scheduled to fly with United Airlines 3823 on Dec 1, 2012 at 9am. I live about an hour and a half away from the airport. I got to the airport at 6am, only to find out that my flight was cancelled and I didn't even get a phone call about it. I had to be in Toronto during the day but the lady at the counter did not care. She offered to put me on a late evening flight. I asked for a refund to buy a new ticket and they refused. I ended up flying US Airways and paying 500$ for a new ticket.

We flew out of Birmingham, 22nd November on flight UA 027, to Newark airport. The check in staff were pleasant and efficient. The seats were a bit cramped (we upgraded to longer leg room on the return flight). The service whilst we were in the air was excellent! By far the best we have received in over 35 years.

Our first flight from Istanbul was cancelled and we were not notified by phone. I waited in line to see if there were any other options. After waiting for 3 hours, I was told that I missed another flight because United automatically changed my flight without my knowledge. They couldn't find anything that day so I had to come next day. That flight was OK until we landed at Newark airport for my connecting flight to Ottawa. I was waiting at the Gate for my next flight for almost 5 hours. 30 min before the boarding time, I went to the desk to ask if Ottawa flight is still on as scheduled. The officer told me that the gate changed. She said the announcement was made. I said I was there but didn't hear anything, I wasn't alone. There were other customers with me as well. We went to another terminal to catch the flight. When we arrived to the new gate, we were told that the flight had taken off (half an hour before the scheduled time). All the customer service officers were rude. I finally made to Ottawa on the 3rd day. My first but definitely last time flying United.

My United (Express) flight from BOI to AUS was cancelled due to bad weather at SFO. United couldn't re- book me until the next morning. I got a $280 one way on Southwest that evening. My middle seat on the Southwest Airlines 737 was much more comfortable then the typical economy plus seat on United's little commuter jets that they seem to be using more and more. With first class upgrades becoming increasingly rare, Southwest airlines is a good option for United Elites.

EWR-DEL, J class. On time departure. Lounge in EWR not horrendous, actually a bit quiet, and lots of good seating. Thankful for free complementary drinks. Once on board, was glad to have the meal order taken after all passengers were on board so that priority passengers could at least get their meal choice. Food was delicious and very nicely prepared. All courses were nicely presented by a very senior and obliging crew. All friendly. A good job all around on a 15 hr flight. Seat comfortable with ample space to store things.

Flew the United redeye flight from SFO to IAH Monday 11/26/12. The flight was full and due to United's baggage fee policy the flight didn't have enough bin space for all the carry-ons so we had to check one of our bags. Luckily it made it to our final destination. The seats were also incredibly uncomfortable. This was the most uncomfortable flight I have ever taken and I've flown well over 200K miles in my lifetime. Next time I go to Hawaii, we'll be flying someone else.

I had to use them because seats were not available on other flights. The cabin crew are neither friendly or hospitable. They snap at you when you ask them for something, literally threw the sandwiches at me and then hurried me to finish it. It was a short two hour flight (ICN-NRT), I know they are pressed for time but it cannot be an excuse for shoddy customer service. Since it was a short flight, I could endure it, but long distance travel with this cabin crew - no way.

Multi-leg: BRU-SNA, SNA-MSP, MSP-ORD and ORD-BRU in Business/First early Oct 2012. Each time I fly United, they are fine as long as they are flying, but a disaster on the ground. First flight BRU-ORD-SNA had a 2 hour connection at O'Hare. Still, United ground staff managed to fail to load my luggage on to my connecting flight and staff at Wayne County airport messed up delivery to my hotel. On the SNA-ORD-MSP leg, SNA-ORD was acceptably over an hour late due to mist. However, the crew did nothing to make up lost time (for instance: accepted arrival runway with extremely long taxi to gate) and communicated faulty connecting gate information. United's staff at O'Hare was almost non-existent, with long queues at the Customer Care desk and self check-in not working properly. This airline is going from bad to worse.

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