United Airlines

✅ Trip Verified | Worst experience ever. Apparently United makes you pay up to be treated like a human being. Won’t let you check in online even know they send you a link to, plane was almost empty but economy class was still packed in in the very back of the plane even with COVID. Everyone could literally have there own row. I would choose Frontier or Spirit over United any day.

Not Verified | First of all, the app. I was unable to verify the flight because I used the app to get my boarding passes, and after the flight, they disappeared. Now I have no record of them. This was a first class flight but it was as bad as most flights can get. We were delayed for an hour and a half on the tarmac in what were the most uncomfortable seats (my back was actually hurting, and I don't have back pain usually), which would not recline; there was NO entertainment system; and no pillows or blankets, or amenities kit! Even on our recent British Airways premium economy flight we had pillows, blankets, and an amenities kit. The entertainment was called "personal entertainment", which meant you have to use your own phone. But my family do not have earbuds that connect to our devices! There was no warning that we would need them! Furthermore, you had to download the United app before takeoff. I had the app, but none of my family did, because we weren't made aware of this! Anyway, the app didn't work--the movies would not come on. And the flight attendants were unable to make them work either. And that is the bottom line. The app's entertainment feature did not work. Also, the check-in was a chaotic mess. People were in line for a long time and grumbling angrily because there were only 2 people behind the counter to assist. It was as bad as an economy check-in can get, except this was supposedly First Class.

Not Verified | The worst airline ever. Customer service is disrespectful, nobody wants to do their job. Delays with no explanation, takes hours to speak to an agent. This was the only airline that had a flight that would suit our path (that is the ONLY reason I used them). I will never in my life take their airline again. They need to close them down because they do not care about the people in which they serve. Just utterly disgusting United airlines

✅ Trip Verified | So wife and I went on vacation from ca-ny visit family. Started in Fresno flew to Chicago lay over then Chicago to Albany. As we were walking out of the TSA security in Albany I realized I I left my camera and lens in a bag onboard the plane. The TSA would not allow me to go back to the gate because I didn't have a ticket for a flight out of Albany. I then went to baggage claim office and they asked for bag slip I told it was carry on said I had to call, I called they said that I had to go online and fill out a "LOB" report, so I did. I have my lost article ID report number, the operator when I talk to them on the phone also told me that they have a procedure that they're supposed to go through so when they go through and clean the airplane as they're supposed to do (which they apparently didn't do) when everybody deplanes they're supposed to take any articles found that were left on board how to the gate attendant the gate attendant is supposed to take it to a secure area inside the baggage claim office area, so I'm just trying to figure out where and who messed up besides myself for leaving it on board. I would like to find out who is the dishonest person who either didn't do their job by cleaning the airplane to find my bag when the only people who were behind me were a middle-aged couple and they had to younger kids probably 10 and 12 years old the only people that got off behind me and they walked off behind me and we're not carrying my camera bag, so I'm trying to figure out which of the people are dishonest either the flight attendant who didn't do his job by cleaning, and then not paying attention in making sure things left on board didn't stay on board, or I hope he found my bag and took it out to the gate person or the gate person who didn't turn it into the baggage claim office person. There are a couple things I would like to say one I understand it to my fault that I left it on board, I apologize I wish somebody else would at least do their job they should have cleaned the guy I keep saying the guy cuz there was only one flight attendant. I mean they do tell you in the pre-boarding that they thoroughly clean the airplane after everyone disembarks and before the new people come on board, during covid come on now.

✅ Trip Verified | Entirely unacceptable experience. Yesterdays flight from FRA to ORD was an experience which leaves much room for improvement. The treatment by the cabin crew in Business Class was unacceptable. It ranged from entirely disinterested (young male flight attendant, possibly in training) to outright hostile (senior female). Maybe I made the mistake to push the call button (in order to have my jacket hung in the closet, and later, into the flight, to order a drink) which unloaded some hostility from the female flight attendant. I must have ruined all my chances of good treatment by not putting my mask up immediately between bites which caused her to sprint over to my seat yelling at me. The food, Economy class quality, was presented without care or skill, wine came in plastic cups. When debarking there was nobody at the door interested in channeling the traffic, economy class disembarked first, nobody cared. As a customer one has literally no choice here, this is a code share situation, my flight from ORD to FRA was with LUFTHANSA, and was better by a great degree, I didn't fly voluntarily on United. What a bad taste this leaves. Disgusting. Shame on United Airlines and your lack of training of your staff.

Not Verified | My wife and I were returning to Chicago from Las Vegas. At Las Vegas United baggage check-in, we were unable to check-in via kiosk as we had prepaid for bags and there is no way to print a tag for prepaid baggage (?). We asked the counter girl to help us. She sent us back to kiosk. Asked an older lady to help us. Obviously already annoyed, she tried to check us in on kiosk. I told her we had prepaid for our bags. She asked for a receipt. I produced it. She then proceeded to ask many questions about the receipt. Questioned the date purchased. Questioned our flight to Vegas. I told her we would find another employee to help as she seemed very annoyed and confused. She exploded loudly saying, "I have worked here 30 years. No one has ever said that to me. You can find someone else to help you!" Everyone in earshot looked on in shock. I got another employee to help. Shortly after, I sent a complaint to United. As of this date, no response from United. That was a disgusting display of disrespect to someone who helps pay their wages. My wife was almost in tears. That is a poor way to treat a veteran and a Mileage Plus member.

✅ Trip Verified | I would like to tell you how I was treated when I entered this flight. I went to my seat that I picked when I booked my flight, 20D. I put my carry on above and sat down. A woman came to my seat and showed me a ticket that said 20D. She said it was her seat and I did not want any friction to happen because of this. So I got up and I told her I would try and figure out what is going on. As I told the flight attendant, she responded with "Well you shouldn't have gotten up. I don't know what to tell you." I was completely shocked. I love United and I fly your airline over any whenever I can. She asked me to step in the back, so I did. I asked what was going on and how this could be fixed. The same flight attendant then said "I don't have time for this, or you. I am not even supposed to be working on this flight." This conversation really upset me. And it was heard by many travelers. Another flight attendant looked at my ticket and said, "Look, your seat was changed, look at your ticket." And she was right. I apologized. Whenever my flight has changed with United, I was told by the professional who gave me my boarding pass to get on the plane. So, I switched to 8D. I went to the seat and the entire row was booked. My anxiety started rising and I felt very uncomfortable on your airline flight. I was spoken down to and disrespected. I made a mistake with the seat. I should have been extra cautious and looked but I didn't because everything seemed perfect until I got on. I told a flight attendant and I was told to look at the empty seats and sit somewhere. Is that how they should respond? As an experienced individual with a mental health diagnosis, I find it so important to always be careful who you speak to with a bad tone. And flight attendants deserve the same respect. If I had an anxiety attack, I could have been taken off the plane due to health reasons and stuck alone and honestly really scared. My bag was in 20D above and I was maybe at 7 window I believe. I honestly didn't even look. I was just happy to have been able to sit down. After I got off of the plane, I was at the stairs and trying to get my belongings together before I carried my carry on up. There were multiple travelers asking if I needed help and apologizing for being treated the way I was and to not worry, misery loves company. This flight attendant who was not supposed to be working that day is obviously not trained properly. All she did was raise her voice to me and sit on her cell phone in the back not caring I was just standing there with nowhere to go. I don't deserve to be treated in this manner. My family flies United to Aruba 1-2 times a year. I usually do but I have had school and been unable to. I hope the next flight I am on is more positive and helpful. Please address this properly because your customer service handled this terribly and offered no help. I was told my treatment will have to wait 25-30 days hung up.

Not Verified | I’ve grown up flying frequently, and flying United is the absolute worst customer service experience I have ever had from an airline. My terrible experience began when I noticed my family member's first name was on my ticket instead of mine. I called ahead of my flight to change this and even though the ticket had my correct date of birth, my address, and my last name, United employees refused to change the first name, told me I cannot fly, and provided no refund or voucher. The United employee I spoke to on the phone was very rude and hung up on me before I was finished asking questions about the name change. I booked another flight which I had to pay for because the trip I was going on could not be cancelled or postponed. Once on my flight, I witnessed United employees requiring a man who used a wheelchair walk all the way to the back of the plane despite him requesting a closer seat. When several passengers complained about this, the United Flight attendants ignored them and said nothing. The plane I was on had to stay in the air for a full extra hour right outside of Denver International Airport because there was no gate for the plane to land at. Because of that delay, I missed my connecting flight. When I got to the gate I asked the United employee if the flight had already departed and she just shouted “Yep. Customer Service!” And directed me to the other side of the airport where I stood in a line for 2 hours. The line consisted of 100% United customers, showing how many issues the airline was experiencing. After waiting 2 hours in line I was told the next flight out is the next morning and there is no ability for United to provide hotel accommodations for my overnight stay in Denver. The supervisor I spoke to was dismissive and unhelpful and told me “I’ve slept in the airport numerous times. I have other people to help” and walked away before I could respond. I never once received even as much as an apology from United Staff. Needless to say I will never be flying United again, and just wanted to get the word out about how poorly United Customer Service dealt with my flight(s) every step of the way. I am so disappointed with this airline and how they treat their customers, it’s just completely unacceptable.

Not Verified | My hopes were high. I'm working on my pilot training and I was enjoying looking at the equipment and the airplane. So we were delayed by weather, it happens. No problem. We were delayed by 5 hours. Had to turn around to DIA. OK, no big deal. Then we are told they are going to refuel, then they aren't, then they say to come off the plane. Then we're told we can leave, we aren't captive ... which got my attention. Then we were informed that we can either wait another 6 hours in the closed airport for the next flight out or we can reschedule. There are parents with kids and elderly folks having to make this decision at 2am. The united staff I interacted with were very nice however, the corporate spokesperson left a lot to be desired. My time is valuable, in the end I didn't feel like that was respected. There are other options they could have offered. For the folks waiting in the concourse for the next 6 hours, I am sorry. I'm glad I can go home and sleep. I'm going to travel internationally this year, there is no way I would want to consider traveling with them based on this experience.

✅ Trip Verified | Our worst airline experience ever! There were ten (10) time changes (delayed flight) prior to this flight being cancelled ! At first we trusted that the flight would eventually take place and decided to go to the United Lounge for which we had valid passes. When we got there we were informed that our valid one day passes would not be honored ! This after taking a shuttle bus to a different terminal where the only open United Lounge was located. At this point we had to find another place to eat and relax. After checking luggage and going through security we waited about five hours before we realized that United was playing a game. We felt quite sure this flight would be cancelled at this point so we went to the customer service desk and cancelled our reservation and got a refund ( which takes approximately four days to credit your account!) We then had to go retrieve our luggage. That was the only bright spot in this mess ! It only took about fifteen minutes to get or suitcase back and the ladies at the luggage claim were very helpful. But the damage caused by this poor excuse for a business goes way beyond the flight tickets : $290 for hotel reservation cancelled, $300.00 for Pirates tickets not used, $100.00 for taxi service both ways and a small amount for tickets to the Aviary. Not to mention the cancelled plans ( made well in advance ) with friends ! We will never fly United again. I addition I will be closing my Chase/ United credit card. Also, while waiting at the customer service desk for our turn we had to listen to a very large number of people who had their flights cancelled as well. I have never seen that many angry customers in one place at the same time ! What I would say to United is that we can and will take our business elsewhere in the future. Your airline is not of any value when you obviously are not capable of running it in a professional, forthright fashion. Not so friendly skies at all.