United Airlines

✅ Trip Verified | Day 1, delay after delay after delay. Day 2, show up to the airport just for it to be delayed last second. This time due to the pilots working late and needing rest. So if they knew they worked late why didn't they get new pilots before then or delay sooner before everyone is at the gate ready to bored. No compensation of any form. Worst airline ever.

Not Verified | Horrific misconduct and loophole manipulation United Airlines inflicted on me early morning today. First of all, I booked a flight hours in advance for an emergency to return home before I had initially planned to. When I made the flight I had told the person I had my service dog with me, as well as my cat. She had explained that it’s 125 dollars for the cat to travel in his carrier with me under my seat. She even said that the service dog will most likely get his own chair for free since the flight was almost empty and it was only a few hours before travel. I double checked that if I pay the additional 125 dollars the cat would be allowed to board with me and that the service dog can come for free I called a shirt while later and double checked again. The horrific manner in which the staff had spoken to me was ridiculous. They then claim that I am wrong and that in addition to paying the 125, I had to buy a seat to put the cat under. I had told them I paid the 125 so I can have the cat under my seat, the service dog can get a chair. They had told me that since the service dog is taking the seat under my chair, then I had to pay for a new ticket just to put my cat under the seat, and they said if I don’t do this they will not allow me and the animals on the flight. My cat is in a 1lb backpack and weighs 6 lbs. They had expected me to not only pay his 125 per fee, but buy an additional 180 dollar seat, which they won’t even let my service dog use. They had refused to refund my order so I couldn’t go to any other company without that money, and when I lightly raised my voice to proclaim the injustice the manager yelled at me bad said that if I don’t calm down he will “refuse my boarding” so I had to text my friends and family at 4 AM to see if they can buy an empty seat to stay empty. Harrowing. Not only that, they declined my flight when I did have the money and booked me at another airport at a much higher flight still demanding both tickets.

✅ Trip Verified | I haven’t flown United in years and now I remember why. I have been flying with the same carry-on roller bag for many years and have always been able to carry it onboard. The lady at the United gate was clearly on a power trip and immediately told me I couldn’t carry my bag on and it would have to be checked. After explaining I always travel with it, she still made me check the bag. Once I was onboard, I saw other bags the exact same size. Terrible customer service!

✅ Trip Verified | I was with my sister-in-law and soon-to-be sister-in-law trying to fly home (1st of 2 flights) after my soon-to-besister-in-law's bachelorette trip. Our flight time had been changed, and we were 10 minutes late to check our luggage. We received no explanation, no courtesy, no solution. In fact, we were told very rudely that we weren't going anywhere today. For 20-30 minutes, we were given only this response and told to fly the next day. We had nowhere to stay, and two of us were just trying to get home to our kids. Turned out that only after we completely missed our flight, did the United employee reveal that there had been a seat on another flight going to our destination the whole time, so one of us could have flown on it with our bags as the other two caught our original flight. When we exhausted all options and finally agreed to fly the next day, we were suddenly told, sorry, no flights for TWO days! We were given not one drop of courtesy, hospitality, compensation, or compassion. We had to book last minute with another airline for the following day and borrow money for a hotel. We were out over $1,000! None of us nor our families will ever fly United again!

✅ Trip Verified | I was running late on 5/25/2021 and was met with a staff member at Dayton airport. Her and another member moved incredibly fast to assure my boarding. I was most impressed at how professional those ladies were and they should be rewarded in my opinion. From that point, the entire trip was a fantastic event all by itself. Every staff member and pilot was friendly and, well, upbeat I guess. Sure hope to do that again sometime. I thank all employees along my flight.

Not Verified | My 85 (almost 86) year old mother was the passenger. I was just doing my best to see to it that my mom was all set, and I am astonished at how well she was treated! From Houston IAH I put my mom on a flight where her final destination would be Zambia. The entire United Airlines crew stepped up and managed everything with such kindness and gentleness toward my mom, that I wanted to give them a shout out and say thanks to United Airlines for such exemplary client care!

✅ Trip Verified | What is the United policy on cancelled changed flights? I was delayed coming from Pittsburgh to Denver Saturday, UA490, weather in Denver allegedly. I de-planed to find my the SFO flight took off 5 minutes later, we were told they were holding connecting flights. No more flights to SFO that night or in the morning out of Denver. Without asking me they booked me on the Reno flight leaving in 10 minutes, checked my bag there, all this without asking or giving me a chance to go to another CA city of my choice. They said take it or stay in Denver (offered nothing to do it). They offered me nothing for my trouble, no hotel voucher, no ticket voucher, no food voucher, nothing. They said I was on my own. My flight left from Reno to SF the next day (Sunday) at 10.45. I paid 120 bucks to stay in a hotel in Reno, my own cab fares to and from the airport, food etc. Weather or not (It's not like we know if was poor planning, delays of other kinds, everything is "weather" what proof would a passenger ever get?) I spent over 200 bucks out of pocket with no choice in my re-routing, etc. I wonder if my 16 year old daughter who flies alone sometimes would have just been put out on the street in Reno and told good luck by United like they did me? I have flown for 30 years many times with United, have United credit card etc. This is the height of callous indifference to passengers, there were others treated the same as me. United has some obligation to passengers and obligation to let them choose options, the gate agent told me "it is what is", funny they had checked my bag on the Reno flight before I stepped off the flight Pitt to Denver. I'm going to demand something for my trouble, never been treated so shoddy.

Not Verified | Your treatment of my disabled friend was deplorable! We had to check in her walker, then in Denver on a layover you refused to let her use it. She had to be carted to her gate and made to sit and wait for hours without any way to get around, even to the restroom. We asked for assistance multiple times and none was ever given. I can only wonder how differently she would have been treated if she were your mother, instead of a customer.

Not Verified | I have an elderly parent who was flying from Phoenix to Green Bay. She uses a walker and she had a roller bag. I drive her to Phoenix airport at 6:00 in the morning and we looked for a skycap. There was only one for Delta. Since it was my mom and me I had to leave my vehicle so I could assist her to get her boarding pass and also to secure the wheelchair for her. So I go into the airport and I see 2 ladies behind the United counter and I asked them can someone help her? One lady said you need to put your mask on. I said look just tell me who can help her so I can go to my car. No answer by that time I had a guy come up to me and tell me I needed to move my car. I told him as soon as I can find someone here to help my mom! So there was a lady at the Kiosk I believe for United. So in that moment I had to tell my mom to stay with her baggage and pray the lady was going to help her! I was very upset when I had to leave her standing not knowing if she was going to get help. United did not make this easy for my elderly parent traveling. She had a walker and a bag she needed to check and there was only 1 person at the Kiosk with quite a few people needing assistance. The bottom line is that in order for my mom to travel safely and efficiently there should have been a Skycap in front of the terminal for her situation. I’m not sure why there wasn’t but there needs to be one period. I can’t be the only one with an elderly parent traveling. But if there is no skycap then this is a 2 person situation. One in the car, one walking her and her bag into the terminal. So I kindly ask that United ensure there are Skycaps ready to facilitate the travel of an elderly person!

Not Verified | We were most disappointed in United's First-Class Service from Denver to Kona (non-stop). The aircraft being used is "tired" as the saying goes and the seating/armrests, etc really showed it. I thought we had paid quite a lot for First ($1600) one-way for the two of us and the service levels were just not good! Flight attendants on UA seem to be more interested in fraternizing with each other and treat customers (even in First-Class) with a condescension and an us against them atmosphere in spite of the fact that everyone on the plane (including the Crew I assume) had to have been tested for Covid within 72 hrs of the flight. The seating and entertainment were nice, but the meal was poor and when it came time for a snack (this was after all a 7.5 hr flight) we were told to "only take one" in a basket of pretzels, gummy bears, etc... we thought that was cheap to say the least - no smiles, no special service at all, no mention of beverages being available during the entire flight. We returned with Hawaiian Airlines a week later from Honolulu to San Francisco - the difference between the two was "night and day" - smiles, great food even to putting table cloths down on the trays before the main tray was delivered. Bottom line is either go Southwest (even to Hawaii) when you don't get much but likewise you generally spend a lot less or go Hawaiian (or anyone else really) and get what you paid for!