United Airlines

✅ Trip Verified | Chicago to Spokane. On the flight. All passengers onboard. 8pm Friday night and everyone would just like to be home. Waiting on the runway for late passengers. In 30 years of flying, hundreds of flights, I have never had an airline hold a plane for me - even when on a late connection with the same airline. Who is so special that they hold a flight 30+ minutes for them? The airline either needs to wait for late passengers every time or never. This experience made me want to never fly this airline again - I have a lot of choices.

✅ Trip Verified | SeaTac to Houston via Pensacola. Bought economy ticket. Assumed i would not be able to bring a bag on because the overhead bins would have limited space. Ended up having to pay to check my backpack because of dimensions, meanwhile it would have easily fit under the seat in front of me or one of the numerous empty overhead bins. They only didn't want me to be able to bring a bag so they could charge me 30 dollars flat for checking a backpack.. This increased the cost of my ticket by roughly 15 percent. Saw this happen to at least 3/5 of the other people check-in in near me. Added check In time, possibility of missing bag, and pickup time on far end of my flight for no reason. Scam ticket prices for the basic economy so they can attempt to compete with legit airlines on price. Will not be flying with this company again. Their prices are basically false advertising. Feel bad for their customer service employees, cause I'm sure the line level eats all the stress of the CEO/execs eating profits.

✅ Trip Verified | Washington to London. Thankfully, on this particular flight United's business class was the new Polaris configuration, which is about 100% better than its pre-historic 8-across business class configurations. So, right off the bat, things were moving in a positive direction. And there were few disappointments. Service was friendly, efficient and pleasant on the flight and on the ground on both sides of the Atlantic. United's arrival lounge in Heathrow is such a nice touch! My only complaint would be that the meal was not up to previous standards I have experienced on United's international business class (even in the pre-historic business class). The pre-packaged meals look and taste as though they are - pre-packaged. Moreover, while upgrading the seating environment, it seems UA has chosen to downgrade some of the amenities. For example, the amenities kit is pretty sparse compared to those previously offered. No more plated meals, no more mimosa carts, no wine tastings, no chocolates.

✅ Trip Verified | Rome to Newark. On our flight, we had a school of students flying with us and a couple other difficult guests flying with us. All the flight attendants were lovely but there was pne flight attendant who was with us for our flight out to Italy on March 19th, 2019 was so wonderful. Very accommodating, helpful & really did her best to keep everyone happy & safe. The school kids all kept getting up and having a hangout session throughout the plane during the whole flight. I know everyone around me and my fellow friends flying back home were very displeased with them and how uncontrolled they were by their chaperone. As I imagine most passengers felt on this flight with them. The attendant was very helpful in trying keep the rest of us content and comfortable with our flight and all of them. Hope to see her again on my next flight. Side note: never seen a plane be left in the condition I saw today. No respect for the airline. Or the attendants for that matter from a few of the students.

Not Verified | Dallas to Cleveland. The cabin was not clean and I was dismayed to see that the air intake was dirty and possibly had mold or mildew on it. The flight was fine otherwise despite having some repairs needed, the captain’s oxygen mask had to be replaced causing a delay and the engine to run the airplane on the ground was broken so they had to wait to start the main engines at the gate to taxi. Nothing to cause any worry about safety.

✅ Trip Verified | Tampa to Chicago O'Hare. Started getting texts early morning for a slight delay after 6 throughout 7 hours our flight delayed 5 hours and all they offered were free snacks. Our entire day was wasted sitting in Tampa airport waiting for a plane to show up. Their customer service desk was less than helpful and sympathetic.

✅ Trip Verified | San Francisco to Papeete. Paid for premium economy for extra 500 dollars round trip for more leg room and narrow uncomfortable seats for 9 hours. Food was terrible. United airlines needs to improve long haul flights, crew services seat comfort to compete with the likes of air New Zealand, Qantas and similar long haul carriers. We are retired and travel a lot, are very leery to use United airlines in the future for such a long flight to most anywhere in the world. Very sad level of crew service, aircraft seat comfort, quality of food services and similar.

✅ Trip Verified | Cozumel to Oklahoma City via Houston. This airline is horrible. The measly amount I spend on travel isn’t a drop in the bucket to these people and it shows! They know that people have to fly and we don’t have all that many options and they take advantage of that. We were trying to get home to OKC from Cozumel and on our way to the airport from our resort I receive a text that our flight was delayed one hour..ok, no big deal. Get to the airport and I proceed to get three more texts just adding more and more delay time. We end up sitting in the tiny Cozumel airport for 5 hours. Finally get on the plane and the flight attendant is condescending and rude. I asked for headphones and she said “no..I’ve already been up and down this aisle asking 3 times”. That’s untrue, she asked 1 time and I said no because I didn’t realize I’d be able to watch the movie, I thought I would have to pay extra to watch. When I realized I was going to be able to watch, that’s when I asked for headphones. I did it politely and still she spoke to me as though I was a child. We get to Houston and the plane stopped, people thought we were at the gate and proceeded to stand (many people were desperately trying to catch connection..us included), come to find out we were not actually at gate (there wasn’t one available because we were so late) flight attendant comes on speaker and begins to berate those standing up. I get it, it’s a safety issue but a courteous please sit back down, we’re not at a gate would have sufficed. Again, she was condescending, spoke to all of us as if we were idiots. So we ended up sitting on the runway for 20-30 minutes or so and we did indeed miss our connecting flight. We went to customer service (we had already asked to be put on standby for the last flight of the night for OKC) just to be told the later flight was overbooked and we had a slim chance of getting on..my husband had looked on the app and it showed they had three open seats. Told by customer service something along the lines of “those are seats blocked off by travel agents for potential customers”? And to make matters worse, that all flights were full until 9:30 pm the next night! Putting us in Houston for over 24 hours. So apparently customers who have already paid aren’t as important and customers who might possibly book in the future? Makes no sense! I tried to tell them we needed to get home as we have jobs and kids and I was completely out of blood pressure medication. At that point I just wanted to rent a car and drive the 8 hours home. Asked about reimbursement for having to rent a car, it was a no-go. So we crossed our fingers and went to wait and see if we got on on standby (oh I failed to mention, this flight was delayed as well). We got the last two standby seats thank god, however the plane was very old, very uncomfortable and something kept banging under my feet. Needless to say I’m glad it was just an hour home. I’ve never been so glad to have my feet on the ground. I will be using another airline from now on and will suggest all my friends and family do the same. I understand sometimes delays are inevitable (this wasn’t weather related, we were never told what was going on) but the lack of customer service after the fact and the rudeness of the flight attendants is enough to turn me completely off of United.

Not Verified | Customer service is mediocre. Staff through and through were rude and not helpful at all. Don't ask any questions; if you need to do so, better to ask the stranger next to you. I'm sure not everybody working there is like that, but there's such a negative air provided there.

✅ Trip Verified | Worst experience ever! 9 hour flight and offered two glasses of water and one ounce of pretzels. For $1400 you would think that in nine hours you would get a meal. But the bigger problem was the return flight from Maui to Chicago on United flight 348. The flight got canceled due to mechanical problems. No hydraulics, I get that, you cannot fly then. But these things happen and there should be protocol in place. 300 + people stood in lines for hours trying to find their luggage, trying to book a new flight or trying to get vouchers. After 90 minutes in line 3, the voucher line, she finally starts handing them out, only to run out of vouchers after three passengers. The luggage line after 2 hours hadn’t moved hardly any people. Three reps from United had absolutely no clue what to do. People who had to stay overnight and needed to retrieve their luggage were sent on a wild goose chase all over the airport. Three hours after the flight was supposed to have left, the agents at the check in gates, overwhelmed and utterly confused, finally started, with three baggage claim checks at a time, disappeared for 15-30 minutes at a time to retrieve 3 bags. It took forever. It was so poorly handled! These mechanical failures can happen but these people should have been kind, apologetic, professional and above all helpful. They were not. A bad situation became out of control and every guest left (some are still there!) frustrated. We are in Maui, so another night is no heartbreak, but $10 vouchers for meals, seriously!