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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2/10

"I could not use any privileges"

(United States)

Not Verified | I had 2 recent issues with United. First one was in April when I was heading taking domestic flights within the U.S. Airline staff did not inform the change of boarding time (the boarding time was delayed by about 1.5~2 hours - I went to the lounge - they changed the boarding time to earlier time) to the Star Alliance lounge so I missed the flight. They claimed that they do not have responsibility to announce to the Star Alliance Lounge because it is not operated directly by them. (by the way this is the only lounge accessible to Star Alliance Gold members who are taking their flights in that terminal). They eventually did refund me the missed flight portion but only after I asked for the manager to come resolve this issue and talking with the manager for about an hour. I had to call someone to drive 2 hours to pick me up at this airport. Second one is May, my Star Alliance Gold status was not shown on the boarding pass I received after checking in, so I could not use any privileges that are given to gold status member. I talked about this issue before taking the flight so my status could be updated, but the airline staff said they could not do anything because I already checked-in. How could I check that your airline messed up my boarding pass before I check-in and printout? (I even showed my reservation confirmation mail that I received from this airline that shows my SA Gold status). I asked 3 different staff, each one was telling me different stuff but one thing in common was that “I cannot do anything sorry. Try find someone to help you by calling the customer service)
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWashington to Buenos Aires via Houston
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

"they just stopped replying to me"

(United States)

Trip Verified | I was initially scheduled to fly out of Newark on the 19th of May, the flight was cancelled and I was rebooked for the next day which was then cancelled again, I was rebooked two days later then it was cancelled again which left me stuck in Newark for four days which cost me about 800 dollars from hotels to food and drinks. For my last night in Newark a customer service representative told me to stop by the United desk for a hotel voucher which I did for literally more than 2 hours to be told that representative didn’t know what he was talking about and they can’t give vouchers. And when I tried reaching back to the online representative and explain what they has said they just stopped replying to me.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNewark to Cincinnati
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"most unreliable airline"

(United States)

Trip Verified | Newark to Montreal. The most unreliable airline in the United States. Flights are frequently delayed, the airline’s typical excuse: we are still waiting for the crew to arrive. Consider United as your last option
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNewark to Montreal
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"you can't use the lounge"

(United States)

Trip Verified | Pay extra money for First Class to Houston then from Houston to Mexico. Sorry, you paid first class you can enter the VIP Lounge. Never heard of airline you pay first class and you can't use the lounge.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteMinneapolis to Houston
Date FlownMay 2022
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I would call this a bate and switch"

(United States)

Not Verified | My husband and I paid for a premium ticket. They did notify us there was a 15 minute time change but unbeknownst to us they changed the aircraft, downgraded us to economy + changed our seats so that I am now sitting in a center seat instead of an aisle seat. We no longer get a free lunch or free luggage. We called them, spoke to a supervisor who said there was nothing she could do. You can’t even get your money back until you have completed your round trip ticket. Instead of downgrading us they should have upgraded us and at the very least let us know this was happening. They just pocket your money. I would call this a bate and switch.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteSan Francisco to Newark
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"A pretty good airline"

(United States)

Not Verified | A pretty good airline. This is my return flight from Cancun. There were no delays, everything was on-time. I was in group 5 and can board right away without anyone calling their groups. I got on the plane and they gave me wipes. They also had a magazine I could read. In the middle off the flight they served my favorite cookies. Once we landed we boarded our connection flight. The aircraft wasn't built good enough for this 3 hour flight but I accepted it anyway. I boarded and almost got airsickness so slept all the way there. I would somewhat recommend this flight.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCancun to Newark via Houston
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Horrible service as usual"

(Sweden)

Trip Verified | We got our flight canceled and rebooked 48hrs later. No one even apologized. We were in the US for 3 days; it destroyed our trip. Impossible to call the customer service - even though we were premier access. Horrible service as usual with United. You are just a number and since they overbook all their flights, it takes them 2 days to rebook you, even between their hubs (Houston; SF). No specific reason for the cancelation.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNew Orleans to San Francisco via Houston
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

"Not recommend it to anyone"

(United States)

Trip Verified | One of my worst experiences! My plane got cancelled. I paid for 1st class and they rebooked me in economy and refused to reimburse. Still an open claim. Employees are rude and unwilling to help. I waited 5 hrs to claim my luggage. And come to find out they had already sent part of it with the original flight? Not recommend it to anyone.
Type Of TravellerFamily Leisure
Seat TypeFirst Class
RouteMexico City to Omaha via Houston
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

"pilot is going at his own pace"

(United States)

Trip Verified | Our pilot was supposed to be “here in five to ten minutes” at 5pm. It is 6:47. The only news we’ve had since is that the pilot is “going at his own pace,” and just came from San Diego. Apparently on foot, from the look of things.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to Omaha
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"We lost double of what the ticket cost"

(United States)

Trip Verified | Worst experience I have ever had flying. I have never flown United and I do not plan to ever again. First flight was cancelled on the 19th of May and then again on the 20th once we flew to our layover in Chicago. Then they gave us invalid meal and hotel vouchers at the customer service desk in Chicago. We didn't find out until we took the shuttle to the hotel, so we had to find a place to stay. Our flight they got us on wasn't even to our original destination. They also took our bags when we didn't want them checked due to an overbooked flight. Also we tried the online service and calling which both were terrible and no help. This was supposed to be our honeymoon and now it doesn't exist because of terrible service. Never fly united. We lost double of what the ticket cost.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Portland, Maine
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no