✅ Verified Review
| I booked a flight with United Airlines flying from PHL to JAX, with a connecting flight in Newark. First of all, I always fly American Airlines, but this time I decided to try out the cheaper option. This was a huge mistake. I signed up for flight updates twice, once when I bought the ticket, and once when I checked in for the flight ahead of time. I get to the airport and it turns out that they booked me on a train to Newark without making that clear. Luckily, I was early like I always am for my flights so I lugged my two suitcases to the train station to catch the train to Newark. After all this, I get to the counter in Newark and they tell me my flight was canceled. Mind you, I made sure my phone was on and charged all day to make sure I would be notified of any changes to the flight. The United employee told me the next flight out was for 7am the next day, but that they would not cover the cost of a hotel for the night, despite it being their error that put me in this position. I then ask if I can have them cover the cost for a train back to Philly, and they print the ticket out right there and hand it to me, and then they tell me if I want to get to Jacksonville (my original destination) that I would have to pay for a whole new ticket. When I make it clear that it's unacceptable for me to be forced to buy two full-priced tickets to the same destination, they tell me the ticket they handed me back to Philly was non-refundable. Then I ask if I can at least get on the 7am flight they mentioned before, but now they're telling me that it's completely booked, as well as the flight after that. The next flight I could be guaranteed a seat on is over a day from then, and again, they will not help with hotel costs. By now, I'm livid, and I talk to a supervisor and they take the ticket back, telling me they wouldn't be able to give me a refund on my ticket at all, despite it being their error that put got me stranded in Newark. After calling customer service I finally talk to someone who will give me a refund, but now I'm forced to buy a ticket for over a hundred more because it's last second, when I originally bought my ticket over a week ahead of time. They should have at least offered me the soonest flight from a competing airline, but they gave me nothing except a guarantee that I'll be paying hundreds more out of pocket for an absolutely terrible experience. I have been on several flights, both domestic and international, but United has by far been the worst experience I've had ever. Bad customer service, bad reliability, no notification system for flight changes, and little clarity in their system overall. I will gladly pay extra to fly with American Airlines (really any airline except United) from now on!