United Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 4843 reviews
3/10
3 star Skytrax Rating
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1/10

"lost my business for good"

(United States)

Trip Verified | Cincinnati to Chicago. I have never encountered such incompetence, from the pilot, staff, and airline itself. The flight was originally delayed for 4 hours. We finally get to board (late), and it takes 30 minutes to get to the point to de ice. At this point, they figured out they somehow broke the steering mechanism. No information was given during this time, and they somehow made us miss an international flight when we originally had a 7 hour layover in Chicago. I cannot begin to describe how unimpressive this entire ordeal was. They lost my business for good.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCincinnati to Chicago
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"first and last time with United"

(United States)

Trip Verified | Our flight kept getting delayed by several hours then it finally just cancelled around 5pm, we have to rush to get a new flight. They were not able to get us a new flight until 9:30am the next day, the customer service guy asked us if we wanted to fly into a “close airport” instead of our home airport. How they compensated us was giving us a $10 voucher, which almost buys a sandwich for the night we have to stay at this awful airport. We were unable to sleep at the airport, naturally because they only have bolted down metal chairs. When we went back to customer service to see if there’s anything else that can be done, as far as hotel or if there was an area that had at least something that reclined but we were denied. Then in the middle of trying to discuss what we should do, an employee walked out of the back area & started carrying on a personal conversation. We waited about 10 seconds, then had to ask the representative we were talking to to get back to our conversation, the employee said “we are discussing business” and laughed. I told him that you aren’t discussing business and your customers are your business. It’s disgusting and absolutely the most pathetic thing I have seen from any airline. We had to stay awake in the airport all night or pay $200 for a hotel room. I have flown several times, this is my first and last time flying with United, and I would highly recommend going with any other airline besides United. There’s too many other airlines out there to ever put up with this again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Charleston
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"treated like second class citizens"

(United States)

Not Verified | Baltimore to Denver. On our way to the airport this morning BWI we receive a text message at 0430 saying that our flight is delayed because of a technical issue with the plane and will depart at 0700 instead of 0630 on Dec 16, 2019. At 0449 we receive a text message delayed update still addressing technical issues with plane and now departure is set for 1000. At 0637 we receive another text message that delayed update flight still addressing technical issue and departure is 1:00 p.m. At 0930 my wife went to the gate to find out what was going on. An announcement was made for people to go and get there checked bags and proceed to the ticket counter again to make other flight arrangements. At 1030 we are booked on Flight UA696 (Gate C-11 at 2:30 P.M.) from Dulles Airport so we are set from BWI to Dulles via shuttle van. Receive a text message at 1156 after we arrived at Dulles that we have a gate change from C-11 to D-12 due to gate maintenance outside. At 1156 receive a second text message that our flight is delayed due to technical issue's again from 2:30 to 4:30. At 1230 receive text message says UA696 your flights plane changed so our maintenance team could service equipment in the flight deck once the new plane arrives from the hangar, we'll prepare the cabin and board at Gate D12. At 1:08 UA696 flight from Washington to Denver is still delayed but it'll now depart at 4:10 p.m. At 2:20 your flight is delayed further and now departs at 4:25. At 2:34 receive another text delayed flight update now departs at 4:40. We didn't actually leave until after 5:00 P.M. today arriving back in Denver at 715 this evening. Not sure when this airline decided that customer service and maintenance can be done at there leisure but it's really a sad day when all you want to do after a great weekend game of Army Vs Navy is get home and you have to deal with this kind of a mess. If your not the CEO of the company then you're considered a pee-on. I surely won't recommend this airline for anyone to fly on if this is the way that good American's are treated like second class citizens.
AircraftBoeing 737 / 757
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBaltimore to Denver
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"wait almost 3 hours on a runway"

(United States)

Trip Verified | Houston to Los Angeles. Absolutely ridiculous that anyone would have to wait almost 3 hours on a runway ... so unacceptable. We were on the runway and had to turned back to offload luggage and add more fuel. Insane and unacceptable.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHouston to Los Angeles
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"The worst airline"

(United States)

Trip Verified | Newark to Fort Lauderdale. The worst airline. No carry on, no womans with babies to board forst, horrible, never again! Pay a little extra and get a normal flight with normal service where you don't get treated as a 3rd country human being for not buying a 1st class ticket
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNewark to Fort Lauderdale
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"such professionalism."

(United States)

Trip Verified | Denver to Minot, The female gate agent at A71 dealt with a very distraught customer who missed her flight very well. The customer was panting and threw her luggage and ticket down when she realized she missed her flight. The gate agent gently picked up the ticket off the floor and found her another flight. She also calmed the customer. This is excellent customer service and I hope the gate agent gets acknowledged for dealing with this situation with such professionalism.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to Minot
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"not have enough flight crew "

(United States)

Trip Verified | San Francisco to Portland. Oversell their flights constantly. Here we are still at SFO because they do not have enough flight crew to even begin to board the plane.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Portland
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not fly United ever again"

(United States)

Trip Verified | Seattle to Denver. So I got to Seattle at 4 this morning and I went to check in with United and the supervisor was the rude and so mean. She has very horrible customer service and shouldn’t be a supervisor at all. When your first time flyer and didn’t know couple things doesn't mean you have to be so rude. United need to get their act together. I will not fly United ever again. I will not be treat with disrespect for no reason at all.
AircraftBoeing 737-900
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSeattle to Denver
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no legroom whatsoever!"

(United States)

Trip Verified | Newark to West Palm Beach. We were delayed, then taxied to takeoff, then recalled to the gate because United forgot to board some of their crew. We ended up being delayed an additional hour waiting for the crew to board the plane (they weren't even working our flight!). Also, as usual, no legroom whatsoever.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNewark to West Palm Beach
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"they likely wont help"

(Canada)

Not Verified | United Airlines was late getting into New Orleans - so we were late leaving. This put us into Houston where we had to catch a flight to Toronto - but we were late and the flight to Toronto took off early - leaving us all stranded. No help from United staff on the plane or at our gate when we got off. Everyone headed to the empty United Customer service desk. Someone showed up to try to help but the line was huge and it took hours. We called into United and got a flight for the next morning. Then another call and they got us into a motel - but refused to pay for it. They told us it was 'Weather related' so they did not have to pay. They did manage to pay for a number of other peoples hotels. There was NO Weather problems in New Orleans or in Houston. They were just late. Now we can't get ahold of them. Our travel agent gave us their website and said Good Luck - they likely wont help. Please everyone - stop using United Airlines.
AircraftBoeing 737-900
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew Orleans to Toronto via Houston
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no