United Airlines

✅ Trip Verified | Every single employee we encountered with United was horrendous. We were lied to multiple times about our delays, flights, baggage, reimbursements, etc. Our flight was delayed due to weather which I know is not the airlines fault. But then they couldn't put me on a layover to my destination for 3 days. We booked a flight to another airport 3+ hours away and were told to rent a car, when asked if we could get a reimbursement for the $200+ rental car the agent said "maybe but unlikely since it's not our fault". I'm not sure how an airline can explain that being unable to get a passenger to their destination is not their fault. After sitting in the airport for overnight and finally getting through security, my husband talked to United customer service. The agent magically found a flight to our destination that morning with plenty of seats available. Yet the agent the night before couldn't see any flights. We were assured our check bag would be going to our final destination - not the airport 3+ hours away but when we got to our airport.... no baggage. We've been told for the past 3 days that our baggage is "on it's way to your house" but last night while we were sleeping a United agent left my husband a voicemail asking if we wanted to come pick it up. Clearly it was not on the way to my house then if it's sitting at the same airport. Now no one at the airport who works for United will answer the phone and no other United employees are "allowed" to open the office where they hold luggage. This airline is 100% not worth it. To top it off - if you read the news and are COVID cautious, do not listen to what the media says about United being top notch with protocols. Green slime was all over our AC vents on the plane (clearly hasn't been cleaned in a longgg time) and stewardesses spoke to us with their masks pulled down.

✅ Trip Verified | Customer service was unorganized. I purchased my seat prior to check in. The Employee at the gate gave me a different seat, although I showed receipt that I paid 160$ for a seat that I chose. The employee could not give me the seat I needed. It’s unfortunate and frustrating that I paid for a seat that I couldn’t even have.

✅ Trip Verified | Horrendous customer service. I have had so many bad experiences with United Airlines. The amount of times I have seen them not do their jobs is ridiculous. There have been circumstances where I would be sent to the other side of the airport for customer service, just for customer service to tell me the gate attendants could have done the same thing at their station. I have also seen them close the gates earlier than expected, even denying access to disabled people when they have no control of how fast they can be taken to their gate. I myself have spoken to 3 other passengers (2 elderly women and 1 father with 2 kids) who have been denied access because the gate attendants simply did not want to their job. I hope the customer service will improve because it is honestly a nightmare. We especially had an awful experience with a gate attendant who had no sense of customer service and gave nothing but a passive aggressive , rude response to everything. Please choose a different airline to travel with.

✅ Trip Verified | I travelled to Cameroon 2 weeks ago I am still very upset for paying $400 on an extra bag, When I left home, I was prepared to pay the required $200 for the extra bag, United Airlines (UA) told me since that extra bag is 11 pounds overweight (50+11 = 61 pounds in total), I must pay an additional $200, that was so unexpected and hard on me financially, I ask them why don't they charge per pound instead of having people paying 1extra pound as if it was a separate bag of 50 pounds? They say it their policy, yes a nonsense policy. On my way back to the US, in the flight UA998, I felt asleep when the flight attendant was distributing snacks and drinks, when I woke up, I was thirsty and noticed that they gave drinks to travelers, I asked for a drink, they said to wait because the plane is prepared to land, I waited and they promised to give me a drink once we land. I reminded them after we landed, the attendant said her co-worker refused and argued that they won't give drink to passengers to walk out the plane, I went and asked another attendant, she was drinking a cup of water herself and looked for what to say and finally replied the cabins are locked until the next flight, she just gave 2 different answers for the same request. I was very surprised that nowadays, people still find the courage to be so selfish even on a cup of water that I deserved as all other passengers.

✅ Trip Verified | In a word, awful. My connecting flight in Newark switched gates 3 times, and was 90 minutes delayed. Despite the fact that the flight was about 25% empty, they made me check my bag because it was “too big,” despite the fact that it was acceptable for the first three united flights the same weekend. The flight attendant was antagonistic, and not customer focused whatsoever. The in-flight wifi did not work at all. When I now access the “united app” to submit feedback, the only button that has no response is the one labeled “submit feedback.” Kudos to the captain for getting us from point A to point B in one piece; otherwise my experience was a disaster. He politely explained that part of the reason for the additional 30 minute delay was due to the baggage handlers not being timely in loading the bags (yes; the same ones they wouldn’t let us bring on thr plane). Given the choice, next time I’d rather be all home from Montana than deal with the unprofessional flight attendant on this flight UA2669. I rate a 5 as they actually got me home in one piece, which is the least you can expect.

Not Verified | What a terrible experience! The airline lost my luggage as they left it in Denver overnight. Once it arrived in DC they "could not contact the delivery company" to return the luggage. Most importantly have I have had to spent 30 hours without a medical device. This company is a joke. After spending $1300 in airfare they offered me $120 and told me to "go to the emergency room" for medical care.

✅ Trip Verified | This was my and my wife's first trip with our daughter. She was 21 months old. From checking in to getting off the flight, United airlines staff were helpful and kind. A staff member helped us check our bags and even took some over to the check-in counter. We caused a bit of traffic congestion folding up our stroller to go under the seat, but we felt absolutely no pressure from staff about it. Quite the opposite, they helped get everything away and stowed for us. Multiple stewardesses checked up on us several times, asked us if it was our first time flying with an infant, and if they could get us anything. They made the entire trip much more managable and much less stressful.

Not Verified | United left me and my husband stranded. Our flight was canceled due to a mystery weather advisory, the weather in Mobile was clear it never rained and it rained in Houston for two hours. We tried to rebook, there were no flights until the following Tuesday. That was not an option because me and my husband both had to be at work on Monday. I tried calling customer service. Starting at 10 pm, I waited on the phone for two hours. Never reached anyone. So we had to rent a car and drive 8 hours home. I paid for a round trip ticket, so I expected a round trip home. I will never fly United again. Hopefully I'm able to get a refund.

✅ Trip Verified | Over three hours on the tarmac. Ten different reasons why from a broken piece from a failed push to others not answering the phone. Hand counts of passengers and claims of off weight differential from one person leaving the flight. Finally get to Chicago with almost everyone missing their connection. We are told to go to one place for customer service only to be sent to another place. Get there and there's one person working with one "supervisor" there. They offered McDonald's and a comp at an already booked to capacity hotel. My kid was waiting in South Bend. When I asked the staff member for her supervisor, she literally said, "There's nobody above me!" She then walked away. United claims there is nothing they can do, despite us purchasing the insurance. They clearly have no clue how the purchase of goods and services work. No surprise with their well known history of failure. Since they fail to accept an already admitted responsibility, I'll just say that I hope they go under. I have zero faith in anyone from United. To me, they're all incompetent.

✅ Trip Verified | My flight from SJD to SFO was delayed due to the plane going to the wrong gate and then having to taxi to another gate. As well, when we finally got there they put the ramp on the plane wrong and had to redo it. This all took over half an hour. The line for customs was also long and no one would help me or others trying to catch our connection to Vancouver. Once I got through customs I ran through to the United counter and they told me I had missed my flight. The employees wouldn't do anything for me and I had to pay for my own accommodation and meals in San Francisco until I could leave a full 24 hours later. On top of that, when I got back to Canada and turned my phone data back on, I got a text that the flight they said I had missed my flight, it had left late and I could have made it! None of the United employees had any idea what was going on with their own flights. I'm honestly so surprised and disappointed. This was completely avoidable and I'm out over $150 USD because of it.