United Airlines

✅ Trip Verified | A Tuesday afternoon flight from Houston to La Guardia took off 30 minutes late because of ATC restrictions due to weather issues in the New York area. Throughout the orderly boarding process, we were kept informed of the situation. On board and on the ground, the pilot did a superb job explaining the weather conditions we would encounter on our route, that we should be ready for turbulence and that we should have our seat belts on. I felt very reassured. After take off he described the route the flight would take and his intention to make up time. These were very helpful and the flight for the most part was not stressful. We arrived at our gate only 10 minutes late. The cabin service was truncated because of the bumps on the way but that was understandable. All in all I appreciated the frequent communication from the cockpit. Flight attendants were attentive to safety issues. I was in an aisle seat in a 3x3 configuration and the middle seat was empty which was a welcome relief from the otherwise tight space between rows and seats. Good experience!

Not Verified | Charlotte to College Station via Houston. There was an over head door in first class with a broken hinge and maintenance took 20 minutes to get to plane to put duct tape on. Then we had to wait 40 minutes to take off. Being an hour late to Houston we missed our connecting flight to College Station. Now we have to wait almost 8 hours for a flight. Also we had to call the boarder for our dog to cancel pickup tomorrow and cannot take care of our outside livestock and pipes in sub freezing weather. United attempted to appease us with 2 x $10 food vouchers. Will never give them me business or money again. United totally dropped the ball on this.

✅ Trip Verified | Austin to Washington via Chicago. Does flying economy means going through different customer service attitude? When you pay more they smile and if you only pay economy they are the worst with you? Cause it sure feels that way. No carry on, $30 to check in a luggage that could totally fit under the seat but since you’re only group number 5 well, you cannot have more than a purse with you, seriously? Also, if the plane is everything but full, do I still need to put my purse in my computer bag cause otherwise I can’t board the plane? Yes of course! otherwise you would be treated like a number 1-2-3 but you didn’t pay for it so let me give you a hard time for fun. Any way, expensive, rude and such a pain to fly with United. Good luck to all future travelers that dare to be just normal and pay only for economy.

Not Verified | Minneapolis to Chicago. I paid extra to sit in Economy Premium. I was shocked to see that I had to board with zone 4. By the time I boarded the plane, there was no room for my carry on. I only found room about 20 seats behind where I was sitting. If I had know this would have happened, I wouldn’t have paid the extra fee. There is no point paying extra when you can’t even have your carry on close by. I called United to voice my frustration and the attendant didn’t seem to bother to hear my story and she hung up the phone on me. I will never fly a United again and I will not recommend it to anyone I know. I will gladly pay for a more expensive ticket with another airline.

✅ Trip Verified | Vancouver to Roatan via Houston. We have flown several times with United and we chose to fly with United again. The service received while booking the tickets and during our boarding and during the flights was outstanding. We were never ever late, we got in early to our destination. We just booked our tickets last night to go on a trip to Roatan, Honduras from Vancouver BC in March 2019. The reason I am posting this review is because we booked the tickets on 2018-11-10 at night on United Airlines, and the next day we checked Google and the tickets went down significantly for both tickets, Mel from customer service was so nice and spent so much time with us on the phone to re-adjust the price and do the refunds for us so that we would not lose our seats. I have never seen someone so dedicated and so nice and willing to accommodate us. We are from Canada not the US, I did not expect this kind of service. Totally amazing. Not only do we choose United for the outstanding service they provide but also because their prices are very competitive. Thank you so much United.

✅ Trip Verified | Taking a returning flight from Guatemala to Houston and then a connection onto London (all with United Airlines), my arrival into Houston was delayed by 20 minutes at landing due to a plane breaking down at the gate. No instruction was given to connecting flight passengers as to how we should proceed. Alongside several customers on the flight, we had under an hour to clear border control check, hand luggage check and get to the gate (this was at least a 10 minute walk away from the baggage check). At Border control, staff were very rude at a clearly stressful point. When told about my situation, they just told me to join the back of the queue. I was told to speak with a United Airline representative, but no employees were working at the time. Three different individuals I had asked throughout this entire process gave no care. I even tried to join my friend at the back of the other queue and was told to go back. He managed to get on the flight. At baggage check, the queue moved at a steady pace but once my bag was on the machine, there seemed no urgency with getting checks through the machine. Machine stood at a standstill for about 10 minutes. When one of the employees was asked by a couple next to me about the hold up, they laughed and just said they were waiting for another person to monitor the scanning. After my friend had informed the check in desk of my situation, I arrived at the gate 1 minute (8:16) after the flight departure time. I was told by United airline staff to join a long queue of people waiting to speak to customer service. The customer service desk was next to my flight gate at E2. This was an even greater example of the poor customer service on display as I began queuing at 8:18pm and was not served by a customer service employee for the airline until 9:10pm. Up until 9:00pm They had one employee serving all economy travellers and one other serving premium. There was no employee around to even speak with customers waiting in the queue. At roughly 9pm they finally brought out 4 more employees. After eventually being served, the staff was very helpful in clearly a stressful situation. Rather concerning was the fact her colleagues seemed to be more interested in talking about their diets and whether they could have some of the chocolates out on the desk than serving the long queue of dismayed customers in front of them. After receiving my hotel and food vouchers at 9:29pm, I decided to grab some food and go across to the Marriott Hotel. After thinking this experience could not get any worse with this airline, I was informed that the credit given for this hotel did not even cover half the room rate. I was given a voucher for $57.33 and the total room amount came to $139.23 ($81.90 deficit). As an airline that is meant to uphold strong customer service qualities (this I read in my magazine on the returning flight to Houston from Guatemala - they even had a page devoted to it in the magazine), I can safely say in the last 18 years of flying all over the world that this was by far the worst experience of customer service I have ever seen. Fortunately I received my bag, but was then lumped with a costly train journey to get home as I was originally meant to be going in the car with my friend who caught the earlier plane.

✅ Trip Verified | Madrid to Cincinnati via Brussels / Newark. Will not give this airline one more dollar of my money! My daughter flew home from Madrid, Spain in July. When she went to retrieve her checked bag at Newark airport it never arrived. To top it off because they had scheduled her flights so close together she missed her connecting flight to Columbus. The only positive thing about this whole fiasco was the nice gentlemen I spoke with that rescheduled her on a later direct flight arriving in Cincinnati. That was a two and a half hr car drive but oh well. By the time she arrived in Cincinnati there was still no trace of her missing luggage. We filed the claim and were given approval for $300 to purchases necessities until her bag arrived. It did arrive 5 days later minus a brand new Gucci belt ($360 value) that my daughter purchased in Madrid. Once again we filed a missing item claim. We filed our claim with receipts for all the purchased items and proof of purchase for the belt. Guess what we received in the mail? A $100 check and a $200 voucher for a future flight reservation. They didn't even give us the original $300 to cover the purchased items that they had promised. I've sent a follow up letter that I'm sure will receive no response so all in all we were reimbursed $100 for $660 lost. Great math! I can promise you the $200 voucher will go unused.

✅ Trip Verified | Killeen to Houston. Last night, I have tried to print my boarding passes from from their website yet the system told my that I needed to obtain them from the airport. Arrived at the airport, one one of their employees refused to give them to me and said that I was late. A gentleman arrived 3 minutes later but she gave him his for the same flight.

✅ Trip Verified | New York LGA to Houston. Departure on schedule, arrival 15 minutes ahead of schedule. Nearly every seat on the plane was taken but the overhead cabins accommodated everyone's luggage. I had an aisle seat in a 3 by 3 configuration. The rows appeared to be rather close to each other -- the small TV screens were right in front of you and the seats seemed narrower. I did not watch any shows. There were two drink runs, pretzels were complimentary. A decent selection of snacks and meals were on sale and I bought a mezze platter for less than 10 dollars -- it was tasty and filling. The two male flight attendants in the economy cabin kept the place clean and were polite and helpful. The bathroom I used was clean too. The cockpit crew kept us informed as appropriate. The flight was smooth without any turbulence. The leg space was sufficient for me. This was my first domestic flight on United in several years and I was very pleasantly surprised by my positive experience -- right from the orderly boarding procedure to the quick disembarkation at Houston.

Not Verified | Dallas to Newark . Staff very rude and uncooperative. Flying United Airlines first time on an international route and even before boarding my experience with them has been below par. I don’t think I will fly them again.