United Airlines

✅ Trip Verified | I've flown nearly 2 million miles on United, mostly for business and mostly in coach, but as the overall quality of their flight experience has deteriorated, I've branched out to other airlines and now generally avoid United. Yesterday's 6+ hour flight was one of the worst I've ever had, so I wrote to United Customer Service this morning. The complaint and United's response are below. Both speak for themselves. I paid for first class on one of the longest routes you fly in the continental US (Miami to SFO).  I did not get a first class experience, or anything close to what I paid for.  For the second time in recent memory, I was aboard just about the oldest plane in the fleet, a 737-800 that must have been over 25 years old.  It had not been updated since delivery; the floors were filthy; the seats lumpy, without a footrest, and hugely uncomfortable; the power port didn't work (an issue for a business traveler on a 6.5 hr flight); no blankets or pillows were available; and the food was beyond terrible. I would like a refund, not miles, for this experience. I flew to Miami on American in coach.  Great experience.  Amazing food selections, comfortable seats, and excellent service. Response: I'm sorry our aircraft's appearance didn't meet your standards. I've reported your concerns so we can work with our airport teams and improve the cleanliness of our planes. Our goal is to make your flight as enjoyable as possible. I regret we let you down with the plane's appearance. Since you do not want goodwill miles, please accept our apology for your experience. We do not offer refunds based on your dissatisfaction with our aircraft.  We greatly value your loyalty; it's always a pleasure to serve your travel needs. We hope your next trip delivers the experience you deserve.

✅ Trip Verified | Las Vegas to Denver. Due to the fact that I live in a city that is a United hub, I am unfortunately a loyal United customer. United offers me more flight options and more non-stop flights as compared to other airlines flying in/out of my city so I must often choose united. However, uncomfortable flying experiences have become the norm. The things that I hate about United are: 1. the horribly uncomfortable "torture device" chairs that place neck and back in an incredibly uncomfortable position with head forward and no lumbar support. Who came up with this seat design and has anyone at United actually tried to use these seats? 2. Baggage hassles including incredibly restrictive carry on policies and "nickel and dime" fees. The worst is a requirement to pay a bag fee in order to check in and receive a boarding pass for some customer classes, regardless of whether or not the traveller actually has luggage. On my last 3 flights, my only luggage was a small personal item that I did not plan to check (a backpack), but I had to pay a checked bag fee in order to check-in for my flights. 3. frequent delays, over-bookings, etc and policies that make it difficult (and sometimes impossible) to change flights.

Not Verified | New York to Chicago. Worst airline ever. Don't waste your money. The ticket was expensive and I had to pay for the personal item just because I had a camera. The staff was so rude. It was my first and last time flying with them.

✅ Trip Verified | Chicago to Delhi. This time our experience was excellent. UA changed the aircraft 4 times since we booked in March 2019 including twice in the two days leading up to departure. However the end result was we were moved up to the section for global service members which is the old first class section so we had plenty of room and the seat comfort was very good. Of course that is not all that goes into an evaluation. Including the service, IFE and the food we were thoroughly pleased. We were treated very well. The FA's worked tirelessly and were very attentive. In addition as thus was a Polaris class service we used the Polaris lounge in Chicago which is excellent so all in all this was a very pleasant experience.

✅ Trip Verified | Friedman to Austin via Denver with United Airlines. No meal, just light snacks, in first class. Even though it was a short haul a sandwich could have been served. Disappointing. And the seats could also be more comfortable. Plane was pretty old.

✅ Trip Verified | Jacksonville to Denver. I arrive at the counter and instead of the employee behind the counter processing my check-in, I process my check-in. The whole thing. I'm the one paying, but I'm the one doing the work. This was even more-so on the way back at DEN. I'm on the aircraft sitting in my tiny first-class seat. The pilot comes over the intercom and announces that because it is snowing at the United hub in Denver,(who'd of guessed Denver would do that?), some of our bags would not be going with us on this flight. Apparently, the airplane United uses to fly non-stop from JAX to DEN, (Embraer something-something), cannot carry the baggage that United promised to carry when they advertised non-stop service from JAX to DEN when it is snowing in DEN. Where United has a hub. They sell tickets for non-stop service from JAX to DEN, but they can't carry the baggage. So, whose bags do you think they select for non-service on this flight? If you guessed first class passengers who bought their tickets with money, you guessed correctly! In thanks for buying the most expensive ticket on the plane, United rewards you with leaving your bag in Jacksonville! Who wouldn't want to fly United again after that? Then, during the flight from JAX to DEN (sans luggage), they serve what we shall call for lack of alternative terminology, "breakfast." It is, and I quote the first-class flight attendant as she described it to the passenger seated in front of me, "shelf-stable cheese product." I'm not sure, because, while first-class (did I mention this comedy takes place entirely in first-class?) flight attendant offered this shelf-stable cheese product breakfast to all of my first-class companion passengers, she never actually offered it, or anything else, to me. I was ignored throughout the flight. But I did get to listen to the gossip between the economy class flight attendant and the first-class flight attendant for about an hour and half of the flight, covering topics from dating experiences to career aspirations or lack thereof. So, I land in Denver, intending to head into the mountains, without the contents of the suitcase I assumed (first-class ticket, non-stop flight to the airline's hub airport) would have arrived with me on my flight. Examples of missing items: boots, crampons, poles, ski jacket, underwear, so on and so forth. The check-in at Denver for the flight back was even worse, but the fight itself much better. No complaints with the DEN to JAX crew on the plane. But the JAX to DEN crew were depressingly lame. When I was younger, I used to travel on Greyhound and Trailways bus lines. I do not exaggerate to state that I have had better experiences there than in United first class (at least they never left my bag behind). The management don't know what they're doing. It's a disaster.

✅ Trip Verified | Manila to Guam via Honolulu. I was always happy and satisfied whenever I fly with United but my last trip was a disappointment. This is not actually a review but a suggestion to modify their system regarding infants flying outbound less than 2 years old but already 2 years old when flying inbound. This is to avoid confusion, discussion, disappointment. I booked our flight (1 adult and infant on lap) on Sept 11, 2019 flying out Dec. 24, 2019 and flying in Feb. 12, 2020. United.com system asked to put in the birthdates of the passengers so therefore from there on the system should have prompted me to buy a seat for my infant child since she will be 2 years when flying inbound but sad to say it didn't, so therefore, on the day of our flight (inbound) I ended arguing, discussing, unhappy because I had to buy on the spot a seat for my infant baby who just turned 2 years old 5 days ago. My point is what if I dont have cash or credit card with me? If only the system prompted me that I need to buy a seat for my baby since she will be 2 years old coming back I would have bought her round trip seat. Please address this issue to avoid passengers like me to experience this.

✅ Trip Verified | San Francisco to Redding. I made it to the gate in time to catch the 4:30 pm flight to Redding, however they closed the door early and wouldn't let me board, even though passengers were still waiting to board the plane in the jet bridge. The plane left the gate 40 minutes after I arrived. The United rep was more interested in her phone and getting out of there than helping. Now the later flight is 2 hrs late. United decided to tell everyone that the new gate is E2 not F15. Once I got to E2 they changed it back to F15? I have been a loyal customer of United for 25+ years. They have never offered me anything for their screw ups. It might be time to choose a new carrier.

✅ Trip Verified | Rome to Newark. United Airlines lost my baggage on 27th December. It has been 2 months and they are not taking any action! They also lost my Canadian friend’s baggage and they make the payment right away. Do I have to be American or Canadian to be considered? Is this company gives privilege to some people when they lost their baggage?

✅ Trip Verified | San Francisco to San Diego. My flight was scheduled for a 4.10 pm departure. We are now leaving the gate at 8.57 pm. First there were delays in getting the plane here then we had to wait another 40 mins for the co pilot to show up! Food options are like a third world dollar tree. Flight crew looks as if they don’t want to be here. Only way I’m back on this airline is if it’s a screaming deal and I have flexibility in my actual arrival times. Still haven’t left the ground at 908 pm. 5 hours late.