United Airlines

✅ Trip Verified | I am forever grateful to the ground staff, administration and overall coordination of the team at United for turning a potential disaster into a wonderful trip. I have a mild seizure disorder, which resulted in an episode during our stopover from MEL at LAX to EWR. As a result, I was hospitalized for 3 days. During this time, they offered hotel and food vouchers to my wife, assisted with summoning medical attention. After spending 3 days in hospital I naturally assumed that our onward flights would be forfeited, so we re-booked. After re-booking, we received a call from United, inquiring into my health and overall condition to fly. Not only did they refund our onward booking, but upgraded my sister in-law who had flown in from NJ to assist my wife for the return journey to Newark. I have never seen this level of service or care from an airline before, and am most appreciative of their genuine concern and care that we reached our destination. I was overwhelmed that an organization of that size even knew about it, nor cared to do something about it. I have been a frequent business traveler for 10 years, and was previously a patriotic customer of Qantas. After a few nightmarish encounters (ranging from them pretending to go bankrupt in 2011, and gross mishandling of the Ash Cloud in 2010) I decided to try another airline for travel to the US. United were a breath of fresh air, with their luxurious and friendly cabin service exceeding the standards of even Emirates or Etihad. The welcoming and warm atmosphere in the cabin, combined with a delicious restaurant quality, multi-course meal (with generous portion sizes), plus the most comfortable premium cabin flat-bed seats (that I can actually sleep in, being a taller than average guy) lead to a fantastic experience. Congratulations to the entire United Airlines team, keep up the great work. Sincere Thanks, and I look forward to our next flight with you.

Not Verified | I’m usually not one to complain on social media, but to say that I’m beyond annoyed is an understatement. We booked our honeymoon trip as a package deal through Costco travel and our flights were booked with United Airlines. The flight there, we had a short layover in San Francisco and the flight was delayed going there so we were literally running to the connecting flight. We made the flight (barely) but our bags did not, so we spent the first 24 hours of our honeymoon without our clothes or toiletries. Flash forward 10 days to our flight home, same situation delayed flight with a short layover, 20+ people were catching the same connecting flight to Chicago. I went up to the desk and overheard several other people ask about if the flight would be informed of the delay. The employee at the United desk in Maui told me that with so many people on the flight they would be informed and that the flight would be held for the 22 people catching it. Flight landed and they switched our arrival gate to the other side of the airport and sat on the runway for a good 20 minutes before we have to wait for the whole plane to deboard. 22 people are running from one side of the airport to the other only to find out that they were not informed of the delay and could not wait an 5 extra minutes for a good portion of their customers, and left without us. Customer service was a nightmare and did the bare minimum to help us with this situation that was completely their fault and one that could have been totally avoided. Now we are stuck in San Francisco for the night without our bags again. We will never fly United again! I have never had such poor service while traveling. Appalling customer service!

✅ Trip Verified | Tokyo to San Francisco. Very comfortable Business Class seat and service was great. Food also. There was some personable service which was great. Arrived 45 minutes early.

✅ Trip Verified | Phoenix to Amsterdam via Houston. United Airlines is unreliable! We booked preferred seats (economy just behind the economy+ rows, window seat) more than a half year before. The day before the flight the aircraft changed, so we were seated in economy+. The day we flew back, the aircraft was changed again and we were seated in regular economy in the rear of the plane, even not a window seat anymore. No refund whatsoever. Old plane, limited entertainment system, everything is worn out. Service on board (food/drinks) is far below average. Very unfriendly crew, more busy with themselves and trying to serve the dinner asap so that they had the rest of the flight off (constantly going into/out the staff quarters). Economy seats are much smaller than before: upright seats are more bend over than upright, very limited leg space.

✅ Trip Verified | Paris to Montreal via Washington. I noticed in Washington airport (Dulles) that my baggage was damaged (wheel completely ripped off), so I contacted the staff who told me that I needed to report the issue once I reached Montreal. So when I arrived in Montreal, I went to the United desk to report the incident. The staff there didn't bother much and told me that the company doesn't cover this damage. I contacted the customer service online, and after 5 weeks they told me that there is nothing they can do for me. So I am left with damaged baggage and the resolution to never fly with this company again.

Not Verified | Amarillo to Corpus Christi via Houston. My flight was canceled due to weather in Houston tomorrow. I needed to get back to Amarillo tomorrow. I requested a refund. And they only gave me a quarter of my money back and not half. Obviously United Airlines is not customer friendly. I thought American Airlines was bad but that’s nothing compared to United. I guess Southwest Airlines is the way to fly.

✅ Trip Verified | Cancun to to St Louis via Houston. When we booked our trip we paid extra not to have a long wait for our connecting flight in Houston. We were supposed to depart from Mexico at 6am. We arrived at the airport around 3 am to find out our flight was delayed till 10am. There was zero communication from United to let us know our flight was delayed by hours. We waited in Mexico for 7 hours and we missed our connection in Houston and had to wait another 6 hours. This has been a horrible traveling experience and a complete waste of time. The reason our flight was moved is because there was no flight crew. That is completely at fault of United and their lack of communication to their customers. I filed my initial complaint with United on August 31st 2019 and when I heard back from them they were only willing to give out vouchers at that point I asked for someone in charge and the employee stopped responding to my emails. I called United to express my terrible experience and they told me to file a refund request, which I did and they denied that and sent me back to the complaints saying "they handle those cases better". I called again after the email refund rejection and during that call they told me that they do not have an actual phone number or anyone for me to speak to and I would have to leave a voice mail. Today on September 18th 2019 I received an email saying they will give me a travel certificate. Not only do they have terrible communication when you travel with them, but when you try to fill out a complaint for a refund for them completely wasting your time they just keep giving you the run around from department to department and no on is willing to listen to what you want and how a travel voucher is pointless, when I spent real money on this flight and I expect to receive a real refund not some voucher that will go unused. This is a warning for those who are thinking about flying United just save yourself the time an go with ANY other airline. There customer service is terrible and at this point I think they just give customers the run around till the customer gives up and just accepts their worthless voucher.

✅ Trip Verified | Oklahoma City to Minot via Denver / Houston. On 2 connection flights I've had a total of 11 delays totaling in almost 5 hours of delays this is supposed to be a 4.5 hour flight. How are they still in business

Not Verified | Brussels to Baltimore via Chicago. They lost 2 bags of my luggage. Didn’t get them till the next day and when I got them 1 suitcase was broken and other one all my stuff was covered up in powder I had packed properly. If they didn’t mishandle my bags non of that would have happened. On another note I talked to their representative who promised to refund me a shopping gift card of $150 which would come in mail. After 2 weeks waiting nothing came I called them and a representative told me they are giving us travel credit of $150 worth. Up to now there is nothing that we’ve got from them. I can’t travel with them again in my life.

Not Verified | I will just relate our experience with UA today. You can judge yourself. On 15 Sep 2019 my wife and I were booked on the UA 2208 flight at 12:45 from Chicago to New Orleans. We arrived at the Chicago O'Hare airport at 10:30 only to learn at the check in kiosk that our flight had been delayed 2 hours. Ok, no big issue, it happens. We had spent about an hour at the airport when we learned our flight was delayed again, 2 more hours. This was a bit annoying. We are visitors from overseas and this is our first trip to United States. We only have 2 days in New Orleans and we expected to be in New Orleans and be checked in at our hotel early so we could have a nice and relaxed dinner on our first night in town. No such luck. Well, we waited one more hour and then we learned about the next delay. Now our flight would depart at 6PM. This was a serious setback for us. There would be no time for dinner upon arrival and actually we started to get worried if we would make it to New Orleans at all this day. We went up to the United Customer Service desk to inquire what the problem was and explore our options. We staff told us that the flight had been delayed and that there had been a change of aircraft but the flight was now in the air, somewhere. We asked why the repeated and long delay? It was because of the weather they said. This was the first I heard about a "weather problem" and only just before they had said that there had been a change of airplane? We asked if there was something they could do. It was four and a half hours until our flight would leave, maybe, and we wanted to know if there was any other option. Any other airline or route? The answer was that they checked just before and all other routes and airlines were full. We asked if they could get us into the lounge since it would be a little more comfortable for such a long wait. The answer was "Sure, for 59 dollars I can". Then we asked if there was anything at all UA could do to help us and alleviate the long wait? The answer was that because it was a weather problem it was out of the hands of UA so you will just have to wait. I asked what kind of weather. The lady in front of me said they didn't know and the lady next to her said "It was a snow storm". She said that with a smirk. (Today is Sep 15.) Now I was a little bit upset and I asked if they really wanted me to believe that weather was the cause of this delay. The answer was "Are you calling me a liar?". A bit of an escalation, quite unnecessary I thought. I said "No, but you're telling me it is a weather issue but you don't know what it is?". "Well we just don't know. It's just the air traffic control, they don't tell us anything". At this point I asked if she could just get us a pass to the lounge for $59 each. The answer was "You have to the lounge to get that". Then we went to the lounge, only to be met with a sign that said they were full and couldn't accept any more open passes. Having a background in Customer Service, I find that UA today neatly ticked every missed opportunity and made every error in the book.