United Airlines

✅ Trip Verified | This flight on 12/31/20 from IAH to SFO using UA metal is the first (domestic) leg of a family trip to SE Asia booked under ANA. This is one of the morning flights at 7:30 am that require us to arrive early for the passport check and the PCR test results check required for our entry to our destination. Check-in was helped by a very nice lady who ensure none of our bags were overweight and let us shift stuff between bags to balance the weights between bags. That same lady was helping with the boarding process at our gate. United requires all passengers to wear a mask all the time when we were checking in, at the gate and at all times during the trip, except when we are eating or drinking. Boarding was done by rows from back to front, and gate agents announced it beforehand so everyone knows when they turn is coming and there is no rushing towards the gate. Very organized. We always carry some clorox wipes with us when we're flying that we use to clean the armrests, seatbelt, tray table, screen etc. since we didn't think the airline would provide the wipes. After we board, we were given sanitizing wipes, so we can use that instead of Clorox. Good job, United! We were given a package of pretzel and stroopwafel and a small bottle of water. Later there is a drink cart making rounds for people who wants to drink other than water. The seatback screen is loaded with enough entertainment to keep us busy during the 3.5 hours flight. We were provided 3.5" earphones but we used our own wireless transmitter and bluetooth earphones to avoid all the cable tangle. The only minor issue is the built-in remote for the entertainment on the armrest that is not very responsive, but didn't prevent us from using the entertainment system. The FAs were quite cheerful and helpful, and they have good interactions with all passengers. A flight attendant was offering my seatmates if they wanted to move seats to another seat close by for social distancing since the flight was not full. Looks like they're doing a good job in trying to ensure social distancing - if the space is available. Flight deck updated us on the expected flying time before we leave, and also communicated on the expected arrival time and gate before we descend. The flight left only a few minutes behind plan and arrived in SFO 36 minutes early, giving us ample time for our 1:25 hours transfer between Terminal 3 and International Terminal. This is one of the good flights with United. The FAs are nice cheerful and helpful, and the communication from flight deck is informative. Looks like United have begin to change the corporate culture towards the right direction.

Not Verified | For a lot of people, the pandemic brought out the best of them, by helping their neighbor and rising to the challenge. For United, it brought out the worst. I’m currently sitting on a flight from Chicago to San Francisco with 30-40 other passengers and we’ve all been assigned seats in the back of the plane, packed together, while there are dozens of rows free and available just in front of us. So naturally, when everyone starts asking if we can be spread out so, you know, we lower our chances of infecting each other, they want to charge a $90 extra to move people up. When a couple passenger pointed out that it’s messed up to keep people close by during a global pandemic and that they were concerned about their health, the flight attendants’ response was that they couldn’t do it because of weight distribution, an issue that could have been avoided in advance by planning to spread people in the plane. Cherry in the sundae, before the flight takes off, the attendants starts reciting their corporate safety headlines, underlining how they’re taking extra steps to keep everyone safe, contrasting with the passengers herded in the back of the airplane. United Airlines literally profiting off people wanting to stay safe during a global pandemic.

Not Verified | Total incompetence, ignorance, irrigant. I cannot rate the flight coz I never got on it. I spent entire days with United reps tell me how I could send my sick wife to Canada to see her mother ailing and dying. I spoke with 2 different reps both of them were incorrect and I was rejected at the airport 2 times based on their information given. I can say nothing other than this is your worst experience in my life, these people are uncaring. They said its non refundable. They did say I could have another flight and credit towards it but when you do that you come up with an extra $2000 because of their new price for tickets.

✅ Trip Verified | Here is my email to United’s poor customer service after a recent and unfair overbooking matter that led them to involuntary downgrade me from first class and not compensate me for my inconvenience as they promised. In fact the customer care lady seemed pretty rude and determined not to give me an answer as to why they overbooked my seat even though I never bought insurance so there was not chance for me to cancel: Dear X, My experience talking to you today has unfortunately left me with a very poor impression of the customer care team at United Airlines. First and most importantly, you failed to answer why my ticket, that I rightfully bought and reserved, with no insurance (so there was no chance of canceling on my end), was involuntary downgraded. Clearly United failed to provide a reasonable answer and this leads me to think it is a clear consumer/passenger abuse, JUST because the airlines can do so, given their small yet powerful concentration of market power. It was clearly incentivized due to making that extra margin from my seat having been sold to someone willing to pay more. What will remain with me is your reply to saying “we cannot answer you as to why we overbooked”. Policies as they are remain because of the failure of the DOJ to look into these matters as abuses. While I was forced to accept the unfair refund amount today, I will make sure that if there are class actions and lawsuits arising in the near future with matters relevant to refunds related to overbooking at United, I will be the first to join. Needless to say I will work on investigating this matter moving forward.

Not Verified | United delayed us for nearly 9 hours on a one-hour flight due to a technical issue they had on their plane. Most of the hours were spent inside the plane, which is annoying for a 6’2” guy and is more than annoying during a pandemic. I reached out to United customer support and for the nearly nine hours of delay, they gave me thirty five dollars worth of miles. That means United values my time, lack of comfort, and lack of safety at roughly four dollars worth of miles per hour. Wow!

Not Verified | I was extremely sick with Covid and had to cancel my trip. The amount of my credit was more than the cost of one flight, but they wouldn’t let me use it. I wanted the remainder to go towards my flight home but I couldn’t. They’re basically robbing people. They told me a supervisor would call me within 72 hours and it’s been way longer and still no phone call. I contacted them again through their “virtual chat” and they said they’d have a supervisor call me in 72 hours. No. I’m not sitting around for another two days waiting for someone to possibly call me. They make it so impossible to talk to an actual human being! They’re awful. I don’t know how they’re even still in business!

Not Verified | Let’s just start off with how they cancelled our flight. “Due to lack of command”. We had connecting flights and they still made us get our luggage and check them in once again. After going through all that come to find out our flight home is cancelled. And we had no clue or no updates sent to us. So we had to spend the night in Chicago. They showed no empathy at all and were careless and disrespectful about our concerns. The next morning we get there to catch our flight and they claim we have too many carry on bags mind you this was not an issue for our other flight. We spoke with an agent who was extremely rude and she claimed she would call the supervisor. After wasting our time and holding us up she comes back repeating herself and explaining how the supervisor can not come speak with us. A supervisor who shows no effort to speak with customers what kind of service are we paying for people? This agent was extremely rude shouting at us and continuously walking away as we were speaking. I would not recommend this airline to anyone and I personally will never contribute any of my money to their stupid airline.

Not Verified | This review is for an upcoming trip that was booked and had to be cancelled. This trip was to include my senior aged mother and toddler child and was to visit an immediate family member who has failing health. It was determined due to COVID that it was safer for them to stay home. I attempted to get a refund for the tickets from United Airlines but they seem to be so hard up they refused, despite my explanation of concerns. It would also be nice to have the cash back in my pocket during these troubled times. Thanks United. Still as horrible as you’ve always been. Maybe if I had said the word funeral you would’ve grown a temporary heart.

✅ Trip Verified | Absolutely the worst airline I've ever flown with. Horrible customer service. I called 48 hours ahead to put my service dog on my flight and got there to the airport and it wasn't on. Service dog is a medical assist and ended up not being able to catch my flight. Absolutely rude customer service.

✅ Trip Verified | I flew from Canada to Australia via Chicago and LA. Our checked luggage made the very tight connection at ORD which was impressive. The LAX-SYD leg of the trip was outstanding and United deserve credit for continuing to run this journey despite only being allowed very limited passengers. Staff were attentive, our last-minute dietary requests were able to be accommodated, we were bumped up to Economy Plus, the flight was on time, and we were kept informed about Australian entry requirements for Covid. Overall it was an amazing experience, one of the best international flights I’ve been on. It obviously helps to only have 30 passengers on a whole Boeing Dreamliner, but even above that everything went smoothly and the customer service was great. For Australians trying to get home from North America during the Covid pandemic this is a great option and I’m grateful they are still running.