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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10/10

"such nice customer service"

(United States)

Trip Verified | Newark to Madrid. I know a lot of people are commenting negative usually when they have delays or flight cancellations and is totally understandable, in my case even I purchased most restricted economy ticket they agreed to credit the full amount of my purchased ticket for future trips. I’m really thankful to the customer service representative handling my case and my first choice from now on flying whenever is possible to fly with United! Thanks for giving such nice customer service! Highly appreciated!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNewark to Madrid
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"Worst service ever"

(United States)

Trip Verified | Worst service ever. Had to wait for 8 hours. Instead of getting home at 11 pm now it’s 3 am and I’m stuck at a connection flight airport till 8am. I’ve had no sleep for over 24 hrs. Customer service refused to help me with any accommodation even though I booked a protection plan.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHartford to Washington
Date FlownJune 2022
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

"customer service is terrible"

(United States)

Trip Verified | Terrible. United sold us a 13 hour trip to Lisbon. 2 of the flights were late. It took 36 hours and we were in Lisbon for 2 weeks and never received our luggage. Apparently they were left in Newark New Jersey. We lost 2 days of our vacation and our luggage. United customer service is terrible. We were told there was big air controller strike happening, I went online to read about the strike but no strike was happening. And so much more I will never fly United and will tell people not to fly either
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Lisbon via Newark
Date FlownMay 2022
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

"no one seems to care"

(United States)

Not Verified | "Hi Emily, Thank you for taking the time to reach out and share your feedback with us. We strive to provide on-time service for every flight and I’m sorry to learn that this was not the case during your trip. We plan for the unforeseen events that impact our flight schedule, including the flight you wrote to us about. We know how frustrating and stressful it is when the unexpected disrupts your travel plans, and we apologize for the inconvenience this caused you. Please know that your comments have been shared with our operations team for review so we can continue to find ways to improve our service on the ground and in the air. Thank you again for your feedback and patience. We look forward to having another chance to serve you in the future." I was on my flight from Kansas City to Colorado Springs. There was bad weather in Denver so they routed us to Colorado Springs, while in Colorado springs they would not let us that were final destination get off there. I was on that plane with a 18 month old for two extra hours. They then took off back to Denver and delayed the flight for two more hours after we got there. We boarded and then we're told there was no space to land in Colorado spring so our flight was cancelled. To rebook it was an hour and a half wait, when it is an hour and 15 minutes to Colorado Springs. I now have to have my husband who's driven 9 hours already today come get me and my name 18 month old son from the airport without any clothes or any diapers or any wipes, he is 3 hours past his bedtime. They say that we will not get our baggage for another 3 hours so we are forced to go to an empty house with nothing, I'm literally standing in the airport crying. No one can do anything and no one seems to care.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKansas City to Denver via Colorado springs
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"So irresponsible and unreliable!"

(United States)

Trip Verified | So irresponsible and unreliable! Flight got canceled 30 mins before boarding! We had been getting the on time status notifications all along, but abruptly half hour before boarding United wasn’t able to obtain departure clearance from air traffic control. I wish they had canceled in at least 24 hours not 30 mins? All our hotel bookings got ruined. It occurred at 8.30pm the stuff directed us to talk to customer service which there were 200 people in line already! We wait in line for 6 hours! It was unbelievable! It totally ruined our vacation, there was only two staff helping over 500 passengers! At 3am, we finally got first in line and customer service told us there was no hotel accommodations left and somehow the system automatically rebooked my boyfriend’s flight without notifying him. My flight couldn’t get rebooked because there were no more seats left. We had to make a call to rebook a flight to go back home and end our vacation early! United is literally good at nothing but ruining peoples’ life.
AircraftUA 3640
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Quebec City
Date FlownMay 2022
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

"Horrible customer experience"

(United States)

Trip Verified | Terrible company. Made us wait 30 minutes on the taxiway because they didn't have a gate. Changed my son's flight to an overnight 23 hour trip vs the original 10 hour trip and told me it was an equivalent flight and would do nothing to help us even though an another acceptable flight was available. Only available to us if we paid more. Even a supervisor would not help. Horrible customer experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAustin to Vancouver via Los Angeles
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"flight will be delayed for four hours"

(United States)

Trip Verified | As I write this I am still waiting for my flight home. I started in Santo Domingo, RD. That flight was delayed thirty -five minutes with no explanation or apology. To be fair I have never been on a flight from Santo Domingo that did leave on time. Arrived at Newark thirty minutes late only to have to wait an additional thirty minutes for another plane to leave the assigned gate. My flight from Newark to Providence was cancelled due to concerns about the weather. Those same concerns didn't prevent a flight leaving for Boston within the hour. I had to put up at a hotel at my own expense since the cancellation was due to an act of God. The next flight out was scheduled for 8:20. I arrived at the airport at 11:30, and have been kicking my heels here since that time. By the way, the Newark airport is really bad. I have now been informed that the flight will be delayed for four hours while they round up a crew. Now call me naive, but isn't that the sort of arrangement that should be made when the flight was scheduled? Why was the delay announced only two hours before the scheduled departure? I fully expect this flight to be cancelled with another lame explanation that it is in some way weather related. I wish to heaven that I could personally tell the dirt bag that is the CEO of this crap airline exactly what I think of him and the incompetents that work for him. N.B During the nearly nine hours that I have been sitting in the A concourse, Gates 20-28, not a single flight has left on time. All of them United.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSanto Domingo to Providence via Newark
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"so unreliable"

(United States)

Not Verified | Paris to Providence via Newark. There is no one to be found for any help or information. They are so unreliable with customer service and they are never never ever on time. If you want a smooth airport experience cause of tight airline times, DO NOT fly with United because they will have you aggravated! They lost my luggage and they can’t find it. They gave our group the wrong gate to go to for a take off which was on the other side of the airport and this is coming from someone who has unfortunately flown with United all my life.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteParis to Providence via Newark
Date FlownMay 2022
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)

Trip Verified | Our vacation was coming to an end, and we had a return flight with connection from Denver to Rapid City SD. While still in Orlando, they were having maintenance issues and due to the long layover period we missed the connection flight from Denver CO to Rapid City SD. When we landed in Denver we were 5 1/2 hours past schedule! Our flight was supposed to leave around 12:23AM. We landed in Denver around 7:40 PM. Attempting to find any knowledgeable and competent United airlines customer service member is near impossible. Extremely rude, and did not listen to what we were saying. The first Customer service rep we found had no idea what she was doing, then a very rude male customer service man came to assist her and was no help to us at all! Would not help track down or request a spot to pick up our luggage. The man wanted to put us 3 on a stand by list for possible flights, and when explained that it would not work as there is three people in our party and that we would rather find a rental car, he became rude, ignored us and walked away from the counter to leave just the female we had originally started with. We did find an amazing customer service person who listened and helped us track down our luggage, put the request in for our luggage, let us know where to go to pick it up. She also pointed us in the right direction of where to go for car rental information. She was the only one within the whole United Airlines customer service area that was helpful and respectful. We called the number given to us in line to contact over the phone to either find a new flight leaving the next day, or to receive a refund. That call lasted over 35 minutes with nothing accomplished. We were told to go to the app to request a refund because there were no new flights available. Will never fly United again.
AircraftBoing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Rapid City via Denver
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"flights are simply not reliable"

(United States)

Not Verified | United is never my first choice because of the inconsistent service. The flights are simply not reliable and it is near impossible to actually get someone on the phone when calling customer service. Upon finding out that our flight was cancelled for Saturday, May 21st and rebooked for Sunday, May 22nd the morning of our flight, I immediately called customer service and waited for well over an hour only to be hung up on right after the call connected. Since we were disembarking a cruise ship, we took our scheduled bus to the Orlando airport and waited in line along with countless others who were in the same predicament that we were in. We waited about 30 minutes for service at the counter (not too bad) to find out that there were no other flights available for the rest of the day, so we kept our rebooked flight for the next morning. The representative was as helpful as she could be considering the situation was completely out of her control as weather challenges caused delays and cancellations throughout the eastern and midwestern parts of the country (we were trying to get back to Phoenix, AZ from Orlando). Kudos to the counter rep for her kind help as she was able to provide a hotel and meal voucher so we weren't completely stranded. We got home late afternoon the next day on the rebooked flight. While it was not optimal, we were able to get home. I know that others around us were not as fortunate and we appreciate her kindness and assistance.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOrlando to Phoenix
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no