United Airlines

Not Verified | My flight was scheduled for 8.20. It was around 17 degrees F and had been for some days now. I get to the airport and waited an hour. 8.00 comes and an announcement is made that the flight will be delayed until 9.30 due to pipes freezing. Understandable. Then 9 comes and another announcement, saying they need only 30 mins to make sure water has proper circulation. I can get with that. Then 9.45 comes and it's delayed again, with no reason given as to why, and we're told a "rescue" plane from Chicago is coming. Around 10.15, we were all assigned a new gate. At 10.30 it was delayed again because the new plane would be late. It takes an hour from Grand Rapids to Chicago flying. At this point we would miss our connecting flight so we rebooked and got new checked luggage tickets. Then 11 came and it was too late to make it to the new, rebooked flight. So we rebooked again, got new ticket stubs, and made it work. Then we get on the plane around 12.30 and are told there's yet another delay because the plane next to us (was on time) needed to be turned off first so the workers could come to ours. Worst experience flying ever and will recommend literally any airline to anyone besides United.

✅ Trip Verified | I purchased this flight January 7th with an emotional support animal. I sent in documentation that date and was sent to a secure website that didn't work by the help desk. Figured the website was down. Went to go submit it again a week before my flight and they wouldn't accept it because apparently the rules changed and they needed the documentation on January 10th. Nothing was said about this during my January 7th correspondence and now I am stuck not being able to fly. The customer service is outrageous. I even had email documentation of this occurring and they wouldn't approve. You ever want any actual help, good luck.

✅ Trip Verified | We flew United UA1872 from Chicago O'Hare (ORD) to Houston (IAH) on January 13th 2021, the last leg of trip back home to Houston from a Family trip to SE Asia. We spent time at O'Hare's United Club in Terminal 1 after transferring from Terminal 5 International arrival and stayed there for a couple hours waiting for our flight. The gate to our flight is just a few doors down from the lounge so we waited until boarding time before we leave the lounge. Boarding was done very orderly, First Class were called first then Economy were called by rows from back to front. Interesting concept of preventing Covid-19 transmission in this single aisle plane, letting First Class passengers get exposed to all Economy passengers passing them on their way to the back of the plane. Had this been a widebody this concept might work if Economy passengers entering from the second door, bypassing the First/Business Class passengers up front. It's obvious we are on an American carrier from the very tight pitch of seats, very different from Asian carriers we used in the past few weeks. The plane was clean even though it is kind of old (19 years - registration N37267). We used Clorox wipes to sanitize the tray table, armrest, seatbelts and screen when we got to our seat. We're back in the US so this is very important and it is something we have to do to keep ourselves safe! Movies and TV series from United's inflight entertainment program is enough for this short (2 hours) flight. I lost my wireless transmitter while transferring in Chicago O'Hare so I have to use one of the free headphones given by the FAs. The FAs on this plane are two older gentlemen and two older ladies. They were all very lovely, very laid back, helpful and cheerful. From how they help and interact with their passengers you can tell that they like their job. One of the FAs was even cracking jokes when she was making pre-departure announcement. I'd take them in a heartbeat over 95% of all other UA FA's that I have met in the past! The FAs were also very nice and approachable. They were open to chit chat when I was standing in the back galley stretching while waiting for a restroom. We were given sanitizing wipes when we were boarding, and a goodie bag with pretzels, stroopwafel and a small water bottle after take off. Then the FAs making rounds with the drink cart midway through the flight. We left 10 minutes behind schedule but arrived at 8.25 pm, around 34 minutes earlier than scheduled. Deplaning was done quick and very orderly, the FAs calling the rows to stand up to pick up our carry on and deplane while others behind were asked to stay seated, so there was no rushing or a line to deplane. It was an uneventful flight but the FA's cheerful and helpful disposition gives a good impression about United that they are improving their service. Hope we can have more of the FAs like the ones on this flight to change the general perception about United's Flight Attendants, especially the more senior ones!

Not Verified | Do not fly United Airlines if you think that your trip may be cancelled due to COVID. They will not refund you for any flights. Instead, they will give you travel credit. But, what they do not tell you is that you must spend that flight credit all at once or you will lose the remaining balance. For example, if your original flight cost $1000 and your new flight is $400, you will loose the remaining $600. They will not refund any COVID related cancelation, and I can only assume it is because they simply want to steal it from us and convince us it's our fault that they aren't accommodating for the circumstances of a pandemic. I don't know about you all, but in these times, when millions of people have been suddenly unemployed and possibly in need of their money back, this feels truly disgusting. You can tell they do not care about their customers at all. At least I know with other companies (like Delta) that I can get a true refund for circumstances that are out of my control.

Not Verified | I was set to travel on 2/4/2021 at 7:10 from Houston, TX to Eugene, OR to visit my family. Coming with me were my two cats. I called customer service three separate times to insure I would have everything I needed for them set and ready to go. The first person I spoke with told me the kitties would need medical records, heath certificates and a rabies vaccine within 30 days of flying out. The second person I spoke with reiterated the first, and the third person I spoke with told me the only thing I would be needing is the rabies within 30 days of my flight and that's it. So when I get to the airport, they tell me the rabies has to be 30 days or older to fly, not within 30 days of the flight. I explained that the representatives I spoke with told me otherwise, and she was very nice about telling me they were wrong, but I was still upset, naturally. So I decided I would call customer service to tell them what happened and when I spoke to a supervisor I was told I should have went to the website regardless of what a representative told me to verify that their representative had the correct information. What is the point of the customer service line if what they say can, at any point, be incorrect information? This is unacceptable. Because they can't train their employees correctly I have now had to reschedule my flight, my work schedule and my personal life schedule and they don't seem to care about that all. So beware - if there is information you are trying to find out about what is needed for you to fly - do not depend on their customer service to be reliable and give correct information.

Not Verified | Just sharing my experience for anyone interested in flying with United. Flew into Mex City with my family with a transfer flight needed to go to another city. After repeated calls to United before my flight letting them know that 30mins is not enough time to go through Customs, Security, and Covid procedures, multiple United reps assured me that it was plenty of time. Of course, we missed our flight and we were stranded in a city where we dont speak the language. Cost us $563 in hotel, cab fare, and lost Air bnb $. Submitted claim to "Customer Care", takes them 14 business days to even respond and when they do they said "we care" and "we understand" but in the end, and a month later with delayed responses, United has become nothing but a disappointment and burden to myself and my family, caused serious stress and anxiety to my family that should have been avoided. Expected much more and received so much less than I thought.

✅ Trip Verified | United Airlines is the worst airline ever. I had a trip back to my home last July and they delayed it for a day, then canceled it altogether. I found out they canceled it the night before I was supposed to fly, so I called for a refund and the lady said I would get it back to my credit card in 7-10 days. But it has been 7 months and still nothing. I've filled out the form, repeatedly emailed to no response. I called them two more times after that and the first time they said they transferred my request to HK quarters and wait for an email to be sent to me, and the second time they said they denied my refund and check my email for the reason. There was NO email whatsoever. The worst thing? My friend was on the same flight as me and she got her refund months ago. The only difference is she has a green card and I don't. They're literally robbing and scamming people. What kind of airline denies a refund to a flight they canceled?

✅ Trip Verified | This would have been my first time traveling with United Airlines and I do not think I would ever book with them again. I purchased 7 tickets to go to Vancouver in March 2020 but was unable to go because of the COVID-19, I called pleading for a refund because I did not want to take a chance and travel knowing their health issue. My dad has bladder cancer and prostate cancer and is taking chemotherapy, whilst my husband is a type 2 diabetic. When I found out that we would not be able to travel, I called and explained everything, I wrote a letter explaining to them the situation and they turned me down, they forced me to reschedule and I did. Would would have thought after a year we would still be going through this pandemic. When I called back to reschedule I had to pay $35 extra on each tickets to rescheduled for March 2021. We all know that COVID-19 is not getting any better after a year, I called again January 30 2020 after watching the Canadian news saying that nobody should plan on coming over to Canada and that they are closed until April 30, I immediately call and begged and pleaded and no one had a heart, they would still want us to travel know the situation. A customer service representative tried to help me by talking to his manager trying to allow me to at least get back some money. The customer service representative came with a plan saying he would refund me all of the money but I would have to pay for a cancellation fee of $100 each which would be $700 because it’s was 7 of us traveling. I didn’t used United Airlines service and we didn’t cause the coronavirus. We are all hurting from this pandemic and here they are telling me I have to pay $700 upfront for them to give me back my $2300 for the tickets. This is so unfair. In July of last year I was to travel with JetBlue and because of the pandemic we couldn’t and JetBlue gave me an option to reschedule or I would get a refund of course I accepted the refund, no issue no problems they were kind enough to refund all of my money because they understand and they have a heart. United airlines I cried when I had to pay that money because we are in need of extra money during this time. I still have a job thank God but my hours are being cut. I take care of my father and my mother and my 2 boys with the little much I have and if they can’t travel then I can’t travel. In this time people need to be a little softer and kinder.

✅ Trip Verified | I understand many things as a professional who travels extensively for a living. However, one thing I do not is nearly zero inflight attentiveness by these lazy Flight Attendants .On my recent Milwaukee to Houston first class flight, getting any beverage like even a coffee or some water was a huge challenge and hassle. It's this recalcitrant attitude that I abhor. Why isn't it just offered instead of nearly having to beg for such a simple concept? Then you have to engage in this silly little game of who will hand off OR whether the F/A will pick up OR set it down onto your fold out seat tray table? This is just a poor attitude. I know that the airlines are suffering greatly from the COVID19 pandemic. Although, you'd think that they want to double down on what they could do to keep their customers happier? Especially the loyal frequent travelers. No way. This was a Republic Airlines operated (but billed as a United Airlines flight). About the only thing positive I can honestly write here is that the first class seat is a welcome asset. Aside from the other hassles of air travel these pandemic days! I will also say that I think the risks are quite low.

✅ Trip Verified | This is the second leg of a trip to SE Asia booked under ANA. ANA used to have a daily SFO-NRT flight but due to Covid-19 they reduced their schedule and we were transferred to United for the SFO-NRT leg on 12/30/20. Our flight from IAH arrived early so we have enough time to transfer. When we arrived at the boarding lounge the gate agents made us line up and check our travel documents before we were told we can take a seat. The process was slow and very ineffective; there are 5 gate agents but seems only 2 out of 5 agents know what to do since the other 3 older ladies always have to call and refer with the two guys for each and every passenger they are working with! Boarding was done from back to front and they call passengers by row so there is no crowding around the gate. Mask is to be worn at all times in the boarding area and during the flight except when eating and drinking. Prior to entering the air bridge was stopped by an air Marshall and was asked regular questions for the trip like cash we carry etc. since the region we are visiting is considered prone to financial issues. The kid was young and wasn't too experienced so initially he was kind of gruff; but after a while he warms up and even wishes us a safe trip. The metal was relatively new, clean and bright, and passenger load is around 30-40% so the flight attendants were able to move people around for social distancing so each of us can have a row of 3 seats for ourselves. The entertainment system is quite good and have lots of options. We used our own wireless transmitter and bluetooth earphones to avoid all the cable tangle from the provided earbuds. We always travel with Clorox wipes to clean armrest, tray tables, screen, seatbelt etc. but on this flight United also provides disinfectant wipes that we use to clean the seating area. The FAs were very helpful. They are not as approachable, charming or polite like their Asian counterparts, but they ensure we got what we need from them. We were given the snack package like what we got on earlier flight (pretzel, stroopwafel and water) right after boarding. After take off, the drink cart start making their round, and we were given a decent lunch right after. During the flight there is another dinner/heavy snack hand out and two drink runs done before we make our descent to Tokyo. Like the connecting flight we had before this one, this United flight also considered a good experience for us. The FAs are nice and helpful (unlike the grumpy people I've encountered many times over in their international flights) and they try to impose social distancing, the plane was clean and spacious, the entertainment system has enough content to keep us busy throughout the trip, and the fact that we all can catch some sleep due to having a row to ourselves makes this trip quite nice. Looks like United is getting better in their service these days.