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 2244 reviews
3/10
3 star Skytrax Rating
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1/10

"never being flying United again"

(United States)

Trip Verified | Terrible customer service. My wife missed her connecting flight because of a delayed flight and had to sleep at the airport because United would not get her a hotel. Not only that, but they did not offer anything else for the inconvenience. Will never being flying United again. They do not take care of their customers at all!
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteMemphis to Salt Lake City
Date FlownJuly 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
1/10

"3 hours delayed and still sitting"

(United States)

Trip Verified | Newark to San Antonio. Worst airline ever, 3 hours delayed and still sitting. Pilot and staff have no idea when it is going to be on air. I frankly don’t know how it is in business with such low ratings.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteNewark to San Antonio
Date FlownJuly 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
1/10

"worst airline I have ever flown"

(United States)

Trip Verified | Traverse City to Newark. This is the worst airline I have ever flown. Every time I have flown United there has been delays. The weather is perfect both in my departing city and arriving city. There are no mechanical problems with the plane, but now we are sitting in the runway delayed for 1 hour. They give no explanation for the delay and no compensation Is provided. I am on a very small plane with only 3 seats in a row and no room for overhead storage. This airline should be ashamed.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteTraverse City to Newark
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"first and last experience with them"

(United Arab Emirates)

Trip Verified | Las Vegas to Chicago via Los Angeles. On a business trip. Aircraft were relatively old and nothing special about the crew or the flights. The problem occurred when was flying from ORD to NYC LaGuardia LGA flight was supposed to leave at 5pm suddenly flight got cancelled without further information except due to weather conditions. The 4pm flight is going ahead and the 6pm flight as well. To my surprise the 3pm, 5pm and 7pm flights are cancelled to NYC however the 4pm, 6pm and 8pm flights are normal operation. Then the chaos started tried to rebook myself on a standby for the 6pm flight didn’t work out checked with the United staff and they are probably deaf or not listening or helping not knowing where my luggage are or how to locate them or where to go. No one from the ground staff is helping and all they say it’s due to weather we can’t help you and there’s no further flights to NYC till tomorrow afternoon while I have to attend an important meeting at 8:30AM. This situation was just a joke. Eventually located my luggage which already been sent to LGA on the 6pm flight which I don’t understand how would they send luggage without the passenger being on board the flight and had to queue with my colleague for almost 2 hours to rebook ourselves. When we reached the counter the only option the clerk gave us was to rebook to Hartford which is 2 hrs away from NYC we had to accept that and sort ourselves from Hartford then that particular flight got delayed which makes it arrive in Hartford at 3am which impossible for us to find our way to NYC. Eventually we booked ourselves on a different airline and paid 500 USD each for a one way ticket from Chicago to New York City. Seriously the most unorganised airline in the world. Later on we discovered that they had a system failure and that’s why they couldn’t operate certain flights but to avoid compensating passengers or booking hotels for them they delcraed it’s due to weather. Will never fly with this airline ever again. It’s the first and last experience with them.
AircraftBoeing 737
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteLas Vegas to Chicago via Los Angeles
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
1/10

"expensive, dated, unfair"

(United States)

Trip Verified | Fort Lauderdale to Houston. Somehow United managed to turn from one of the best airlines in the US into the worst. Dated website and check-in portal that looks like it was developed in the 90s and has not been changed since then (especially the online check-in), non-transparent seating assignment for basic economy; I somehow end up at the very end of the plane almost every flight and sometimes separated from other family/friends on the same itinerary, despite early check-ins. Anyone from United can explain that? The airline has a low grade low-coster feel to it - old planes and dated looking everything. Did I mention the prices.... the ridiculous prices they charge for everything - even for basic economy airfare? Well there is a flex-economy, and a premium economy, and maybe an economy plus and economy XL to be added sometimes soon, but don't be optimistic with the names of tariffs. The price for airfare is ridiculously expensive, especially if you are based in Houston and out of luck as you don't have access to other airlines (United must be lobbying this very hard). Even the most basic economy option is way too expensive for domestic flights, especially if you want to pack up a swimming suite with you in a small suitcase as there comes the baggage fees, extra baggage fees if you take your small checked suitcase on board, pay if you want to sit next to the isle or window, or your family member, pay for obsolete entertainment options: lack of free wifi yet extremely slow if you finally decide to swipe your card for it. My favorite - pay if you want to watch Direct-TV on a contrast lacking micro-screen in front of you - a paid streaming TV on board of a plane - You. Must. Be. Kidding. Me! Culmination of this "entertainment" system happened on my recent night flight from Houston to Miami. The system glitched completely and was stuck in startup loop during the whole flight blasting that 100% brightness Direct-TV logo on and off (in my face!) the whole night without possibility to turn that screen off. Now to the meals and snacks! - What snacks!? - Ah the mini-pretzels and and that is it. At least soda and the lavatories are free for now! I have flown many airlines, and can confidently say that Easyjet, Southwest, AA and Delta are all better airlines then United, by all means - price, comfort, entertainment, convenience and transparency and fairness to its clients. How come I am able to fly between Miami, Vegas, LA and NY for 200-300$ with other airlines but it costs me at least 300$ to fly to the nearest major destination out of Houston, which most of the time is half the distance of the above-mentioned flights? How come low-costers in Europe can get you from Norway to Spain round-trip for 100$ while this behemoth is crying going out of business if they lower the prices. Unfortunately I am currently based in Houston and don't have much access to other airlines due to long lasting monopoly of this company on the local market so have to unwillingly stick to it. On the positive side I can mention ground and cabin crew. These folks are always welcoming. I used to like United Airlines back in the days, but if today you ask me to characterize and summarize this airline in 4 words, those words would be: expensive, dated, unfair and non-transparent.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteFort Lauderdale to Houston
Date FlownJuly 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

"they give you nothing"

(United States)

Trip Verified | This is the worst airline, I thought it was Spirit but no its United Airlines. I flew basic economy and they give you nothing. If you do not pay for a bag you get treat like a third class citizen. I was not allowed to check in online I had to go to the airport to check in and then see an agent so she could check my bag to make sure it wasn't too large to fit in the small box. I asked for assistance, the agent was very rude, she never came to help I had to figure things out myself and then on top of that I still didnt even get an assigned seat. After checking in you have to go to the to the gate and let the agent give you a seat after everyone else is assigned, this is only one step above standby. Everyone was scattered throughout the plane and no one was sitting with their family, people had to switch seats on their own. I paid for a checked bag for my wife and her bag never made it into the plane. We were told that they would have to deliver it. We arrive oh are at 7.30am and the bag wouldn't be delivered until after 2.30pm. We had to contact her doctor to call in her prescription to the pharmacy because it was in her bag.
AircraftCRJ 700
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteAtlanta to Chicago
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Worst flight ever"

(United States)

Trip Verified | Flew United Airlines from Nashville to Alaska via Denver. Worst flight ever. Cable didn’t work, headphone port was broken, sat on the tarmac for over an hour after landing and crew was unsympathetic and rude. This is why I fly American.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteNashville to Alaska via Denver
Date FlownJuly 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
1/10

"will never fly United again"

(United States)

Not Verified | Buffalo to Chicago. Terrible is not even close to how bad this airline is. To begin, my flight here was delayed a full hour. Now my flight was cancelled last minute and after trying to contact the company they said our only option was to travel back home 2 days after our scheduled date. We asked about stand by and they said there was no way we could do stand by because the flights were completely booked. First of all that's a lie. Then they said they'd be able to get us on separate flights one at 11am and the other at 550 the next day. So we accepted since it's better than waiting 2 days. we decided to go to the airport an hour after talking on the phone since we weren't near the airport at that time and the man on the counter said we were able to get on a flight that same night which was the flight after the one we were scheduled to get on but since the other lady had already booked our separate flights it was no longer an option. So already beyond annoyed at this point. My friend then goes to the airport at 8am the next day for his 11am flight and they tell him that there's plenty available space on the 830am flight! How was this not mentioned the day before. He barely made it to the 830am flight and then I decided to head to the airport straight after to see if I can get on the next flight home. They finally allowed me to do standby but 2 flights later still no space according to them. I am missing work and important meetings because employees don't care about their customers. I will never fly United again.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBuffalo to Chicago
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"company gave me no help"

(Brazil)

Not Verified | So disappointed! Actually the cabin staff were great, but there is no support of the company if the flight got delayed and you end up losing your transfer! I am now in Washington airport and I need to wait for one day, my flight in Beijing delayed for 2 hours, and consequently I lost my flight to Brazil, the company gave me no help, no place to stay overnight, only gave me a coupon that I could call a number so I could get discount for a hotel. I called the number and there was no available room, they gave me two choices: or you call the number and stay in a hotel or you spend the night inside the airport. Which kind of airline company does that? I unfortunately wouldn't recommend this airline due to this issues.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBeijing to Rio de Janeiro via Washington
Date FlownJuly 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no regard for their customers"

(United States)

Trip Verified | Tortola to San Francisco. United have no regard for their customers. We (group of 6) booked our flight 6 months ago. In that time our flight has been changed 4 times. A little over a week ago our flight was changed again and we called the airline to make sure that we would make it to our connection in time; we were assured that we would. Yesterday, halfway through our vacation, they changed our flights again. Now we are not on the same airplane and don’t have seats together and United are claiming they “cannot” upgrade us to economy plus so that we can all be together without charging us extra money even though our flight situation is all due to their screwup; they put us on a flight which they claim is illegal due to the narrow connection time being impossible to make. My family is done taking United flights and we are closing our United credit cards; this airline has gone so downhill it is in no way worth the cost.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteTortola to San Francisco
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no