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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1/10

"never fly with United ever again"

(United States)

Trip Verified | Horrible customer service! I had to call the Customer service number first to change my flight because for some reason my flight was delayed for 8hrs. The representatives would go silent on the call or hang up on me, until I got Shelly who was able to help me. 2nd I had to call again because for my trip back home Pasco airport were not able to take my luggage. I paid for the checked bag on line on the app. I called Customer service again, a rep picked up and then was silent and hung up on me. I had to call again. I got a rep who was not able to give me my refund back on the luggage. She states there was a whole other card thats not mine. I told her that I paid with a certain card, which the money did get taken out. I will never fly with United ever again because of the lack of customer service and the lack of consideration of customers that have things planned out for several months that I had to make changes to my flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePasco to Chicago
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
2/10

"I feel like they don't really care about their passengers"

(United States)

Not Verified | Because of the long lines at the TSA checkpoint and the US Customs check pre-flight, we just made our 7 am flight. I upgraded to economy plus, but in hindsight, I should have just kept our normal economy seats. The economy plus gave us extra legroom, but that was it, no other frills. The seats on these planes are so small and short, I felt like I could slip off the seat, not to mention how uncomfortable they are. Also, there were seats open on this flight, maybe 4 empty rows that I noticed. A passenger went to go sit in the empty row, but the crew made him go back and sit in his preassigned seat. He was a big guy and would have been more comfortable in the empty row. Another thing, I was unable to buy food at the airport because of time restraints, so I figured I would just purchase food once I was aboard. Unfortunately, they had no food for purchase on this 5hr 45 min flight. I was surprised. This airplane had an old entertainment system, so it was like watching TV. Whatever was on a channel, you could watch with commercials. United used to be one of the best airlines, but now I feel like they don't really care about their passengers.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteToronto, Canada to San Francisco
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"The crew was kind, attentive, and concerned"

(United States)

Not Verified | My 94 year old mother and I were going to visit her son in Tennessee. The morning flight was delayed in Newark, causing us to miss our connection in Chicago to Knoxville. The choice was was wait until 7 pm for non-guaranteed standby or reroute. We were rerouted to Philadelphia (two hours from Mom's home). Thank wheelchair support for getting us there. It's now late afternoon and we haven't eaten since early morning. Of course, there's no food on any flights. Amazingly, the Newark crew was on the Philadelphia flight, recognized the issue and snuck us a snack box. The crew was kind, attentive, and concerned. Finally got Mom to bed about midnight - a 17 hour day. Mom was seriously exhausted. The trip home had the same scenario. We boarded the plane in Knoxville to D.C. but were taken off because the toilet was broken. Rumor had it the repair was signed off as fixed, but the log book was actually falsified. So, rerouted again to Chicago, late afternoon. We did get meal vouchers and the airport had rocking chairs for our 7.5 hour wait. Again, wheelchair support saved us in Chicago. We had a very tight connection. Got Mom home just after midnight for another very long day. We could have gone to Europe and back twice. I should have been collecting magnets or t-shirts.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteNewark to Knoxville
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"by far my worst travel experience"

(United States)

Trip Verified | That was by far my worst travel experience! We were going to Denver and were taking the last flight of the day, we were on the plane, taxing to get ready to take off, but we didn't. we got an announcement from the crew (the crew was the only positive point of this journey, really friendly and trying their best) that we had to wait a little bit because of an engine issue. It turned out that we stayed stuck for 2 hours on the plane! The A/C was off because it was an engine issue, the A/C was off and we were boiling inside the plane! Instead of disembarking everybody after one hour, they kept us there for a little bit more than 2 hours with no air! I'm genuinely surprised nobody fainted! During this time, we didn't get any info and we were told to wait for the Customer Service Coordinator or something like that who never showed up for more than 2 hours!! We finally disembarked but the flight was never canceled so we didn't know what was going on! Nobody saying anything! After around 5 hours, our flight was canceled and we were told that we could take a flight the next morning at 8 am without the need of changing our board pass, and they told us that at least 5 times! Because it was really late, we asked for a hotel voucher but we had to wait at least one hour to get one, which should be way faster, especially when it's already 1 am and you just want somewhere to sleep! We finally got the voucher and we were heading to the hotel, we received a text that our tickets were changed, and now we were taking off at 8:40 am to Portland! We called the customer service to help us because it was really confusing since the crew at the airport told us 5 times that we had a direct flight for Denver at 8 am with the same boarding passes. They told us through the phone that this flight didn't exist and that we were put on a flight to Portland before going to Denver! So we asked if they were any other earlier flights, and there was one at 6:45 am (at this point, it was almost 2 am when we were talking with the customer service) and the customer service person told us that the flight was full and we should go to the airport 2 hours before hoping for a seat!! I was so angry at this point I couldn't take it anymore. Luckily, my partner insisted and we finally got seats on the 6:45 am flight (not seating together but at this point, it didn't matter). So to summarize this nightmare, we got stuck on a plane with no air, with no information, and the help provided was poorly delivered. I honestly will try to avoid United Airlines in the foreseeable future!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Denver
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"never use this company again"

(United States)

Trip Verified | The worst airline that I have ever dealt with. I was supposed to fly with my husband form Toronto back to Los Angeles. We arrived at the airport on time but the agents on the express check in machine took our passports and wasted our time trying to check us in on 4 different machines & then he was you are late we can't get you on the flight when he still had 87 minutes before the flight. He told us to go call our company to rebook our tickets, & he pushed us out of the line for regular check in and forced us to go call the customer service. We called customer service when spent 3 hours on hold no help was given to us, they just kept saying there system was down. They did absolutely nothing to help us. When we finally got a supervisor he said the system is not down and kept lying to us. Guess what the flight was delayed for 30 minutes. We will never use this company again. I don't recommend it to anyone.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Los Angeles
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Incredibly rude staff"

(United States)

Not Verified | The worst airline I have ever flown. Incredibly rude staff. Late. No cash or CC purchase, only phone application purchase. The internet you purchase does not work, so you cannot purchase anything.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDenver to Kansas 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

"what a terrible customer service"

(United States)

Not Verified | Worst service ever as usual. If I didn't have credit with this airline, I would have never booked this flight. My mother-in-law's flying in from Brazil because my wife is due any day with our second baby. United delayed her flight so she will miss her connecting flight. I had a terrible experience with their customer service and the only thing they can do is to have her connected to a flight in San Francisco same day. It will require me to make a 4 hour round trip. If I had wanted to have her fly into San Francisco, I would have paid more than $500 less for the flight. Agents gave me no empathy and just told me to email their general feedback feature and hope for some compensation. I have never been treated worse by an airline and that's saying a lot since American Airline is also terrible. It's truly incredible what a terrible customer service this airline gives.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSao Paulo to Sacramento
Date FlownMay 2022
Ground Service 12345
Value For Money 12345
no
1/10

"Just awful experience"

(United States)

Trip Verified | Terrible seat. my business seat 7D was attached to the main cabin unlike rows 1-5. Unfair separation, terrible seat, terrible flight. Just awful experience. I am very upset that the seat that i was sold as business class was not truly business class as far as privacy, comfort, etc. lots of noise heard from the main cabin.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteWashington to Tel Aviv
Date FlownApril 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

"By far the worst service ever"

(United States)

Trip Verified | By far the worst service ever. First they cancel our flight with no notification whatsoever. Tried calling for help and the people on the phone had no idea the flight was cancelled. Whatever we decide not to make a big deal out of it and try to take the flights they gave us as alternative. Mind you my wife is 3 months pregnant and when the new flights/seats where assigned we weren’t seated together. We only asked if we can be moved together (at least give us that) she is pregnant she gets nauseous, has to use the bathroom quite often , I wanna be close you know? Boy the attitude we got from this person is out of this world. Unwilling to work with us, didn’t care to even try to find a solution, she told us if we don’t like it we can take a morning flight but we have to pay for the hotel and taxi. United you get absolute 0 in customer service and I will never ever fly with you again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKahului to San Francisco
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

"canceled my ticket without any notification"

(United States)

Not Verified | I agree that United Airlines are the worst company I flew. They just automatically canceled my ticket without any notification. I was noticed when I checked in at the airport. The United Airlines staff at the airport never tried to help me. "It looks like it is canceled. You have to call United Airlines." Why does it take 30 minutes to mention this? If the woman figured this out quickly, I would fly as it was scheduled by rebooking it. I ended up rebooking and waiting for 6 hours at the airport. Furthermore, I prepaid for my luggage on my round trip. They never know this. Whenever I check in, I have to tell them that I prepaid for my luggage. It was the most terrible flight experience i had in my life. I want to give Zero score.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMadison to Omaha
Date FlownMay 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no