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

"they can't find the first officer"

(United States)

Trip Verified | Los Angeles to Fresno. We stopped flying with United years ago because of the bad service, unprofessional staff, and every flight was delayed. Well, we decided to give them another chance just to see of things were improved. NO! It's gotten worse! We boarded the plane, and when it was time to leave the gate, the captain announces that they can't find the first officer! They tried calling him with no luck. After 30 minutes, we were asked to depart the plane. The pilot said that in his 15 years with the airline, he has never seen anything like this. How does United stay in business? Never have had bad service with any other airline. Never again will we fly with United. We are still waiting for a First Officer to show up. I'll add that the baggage check-in staff act like they don't like their jobs.
AircraftCRJ200
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Fresno
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"we didn’t get our luggage"

(United States)

Not Verified | New Orleans to Barcelona via Newark. I recently flew to Barcelona on the airline and they waited to tell us that our flight to Newark was canceled 30 minutes before take off so we hopped on another plane to get there. When we got there we found out that our flight to Barcelona was delayed by a few hours. Then when we arrived we didn’t get our luggage because they lost it so we contacted customer service and they promised it would be in by 5 pm the next day. We checked to see if the luggage came in and it never did and now are hoping we won’t have to go on our cruise without any luggage.
AircraftE170 / Boeing 787-10
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew Orleans to Barcelona via Newark
Date FlownMay 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

"quality has seriously plummeted"

(United States)

Trip Verified | Frankfurt to San Francisco. An international flight was missing three FAs, for whatever reason. The food was inedible. I took this flight 10 years and United’s overall quality has seriously plummeted due to cost cutting measures.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteFrankfurt to San Francisco
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"its always delayed"

(United States)

Trip Verified | Newark to Ft Lauderdale. Several delays, every time i fly with United its always delayed. They have the slowest boarding and process. I don’t think i have ever had a pleasant experience with this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNewark to Ft Lauderdale
Date FlownMay 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

"a lack of respect and empathy"

(United States)

Not Verified | Washington to Boston. When checking in I asked the assistance of a United representative. The representative showed reluctance to help me and frustrated that I asked several questions and required help. The assistant told me I could not take my purse as I had a carry on bag. I did not know this was an issue before I was checking in. I was required to throw my purse away or pay $60 round trip to take my purse. I threw it away. It was a humiliating experience as I was on the floor repacking my bag with everything in my purse and that representative was rigid and frustrated with me for taking up his time. Many passengers watched this process. I was traumatized by the experience. It reminded me of other times when a person who had authority over me treated me badly showing a lack of respect and empathy. Obviously I am still impacted by his attitude and behavior two weeks later. Just a little kindness would have gone a long way.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWashington to Boston
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Both of flights were delayed"

(United States)

Trip Verified | Flagstaff to Denver via Chicago. Both of my flights were delayed, first one from Flagstaff to Denver had a 1.5 hour delay. Was told it was a maintenance issue, and they had to call a mechanic up, which took him about an hour to get to the FLG airport. We were de-boarded and went back to the gate while we waited. I had to schedule a different connecting flight in Denver due to the first delayed flight. This flight was also delayed over six hours due to another maintenance issue. They ended up having to find another plane to fly to ORD from DEN. I heard it was a pressure issue in the cockpit, which yes that's a problem, and they couldn't fix it, hence having to find a different plane to use. What a nightmare that was! There was just minor weather from what I saw around, and I didn't hear of any other flights being delayed due to weather. I tried getting on standby and tried to catch an earlier flight but I wasn't able to get on another one. Once on the plane, no more issues at least. Seats were decent for economy class, and good service from the crew. I started this trip at 6am to leave Flagstaff by 7am, and didn't get to my destination until 2:30 am the next day. And all united could give us is a $50 voucher toward a next flight...uh, no thanks.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFlagstaff to Denver via Chicago
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"cancelled or late taking off"

(United States)

Trip Verified | Washington to Portland. Of my last 5 flights on this airline they have on one way or the other, cancelled or were late taking off due to maintenance. NOT weather! Disgusting. Customer service re routed me at at $500 additional cost for car rental and said this particular subsidiary was the worst in their fleet. Apparently not bad enough to require better maintenance on their aircraft. Unfortunately they are the only game in town that flies from Washington Dulles to Portland, ME
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWashington to Portland
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"cranky flight crew members"

(United States)

Not Verified | Flight UA3777 from Birmingham, AL to Chicago, IL was going well until a slight delay caused some of the flight crew to be very irritable. One flight attendant was very rude during the boarding process and became demanding in her demeanor towards the passengers. She kept rushing people into their seats, aggressively placing luggage into the overhead cabins and hurriedly read over the pre-flight procedures. I understand that a flight schedule has to be honored, but it is not the fault of the passengers for tardiness or delays of United Airlines. United Airlines needs to train all staff and flight crew members in customer relations so they are adequately prepared to handle all circumstances, both good and bad. Passengers should not have to bear the emotional burden of dealing with any issues coming from United Airlines, especially from cranky flight crew members.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBirmingham to Chicago
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"!cancelled an afternoon flight"

(United States)

Trip Verified | Newark to Raleigh Durham. This flight was fine until getting to Newark yesterday afternoon. From there things spiraled downwards trying to complete the rest of the trip to Raleigh. Weather delays cancelled an afternoon flight with rescheduling on an evening flight. That also got cancelled with rescheduling for the following day (today) at 1:30 PM. No option was given for standby on a earlier flight. No assistance was given with the hotel. The former was not helpful and the latter is somewhat standard for carriers. So far, okay. The problems were the following: i) lack of Customer Service personnel leading to waits of 30+ minutes each time flights were repeatedly cancelled to try and figure out what was going on (thought they somehow managed to have the premium services overstaffed based on casual observation), ii) while some customer service personnel were alright, most were quite surly, 'short' with customers, and overall quite unfriendly (this could be an airport characteristic - see below), iii) Newark Airport richly deserves it's "worst airport in the US" - That is United related as they use it as a hub, so odds are good they will inflict Newark Airport on you if you choose to travel with them. The problems with Newark 'Liberty'?: i) dirty and rundown, ii) very expensive for generally mediocre food options, iii) cramped, disorganized paths of movement for security gates, etc., iv) staff that are generally unhelpful, but 'try to make up for it' by being also unfriendly and rude, v) the area around the airport is pretty bleak, even for northern New Jersey (only matters if you have to see it, but United will help ensure you do unfortunately with flight cancellations, etc).
AircraftBoeing 777
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNewark to Raleigh Durham
Date FlownJune 2018
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

"worst airline I’ve flown"

(United States)

Trip Verified | San Francisco to Lansing via Chicago. Definitely the worst airline I’ve flown with, they delay flights before it even gets to the airport. Shows lack of urgency and structure in organization. I would say book with Spirit or American because at least you don’t have to pay as much to be treated badly.If they fit your schedule I wouldn’t say don’t buy it but just be ready for a poor experience if you even make it there.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to Lansing via Chicago
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no