United Airlines

Not Verified | Worst airline ever. I came two hours early to the airport they had three workers, but only one of them knew what they were doing. Half the people in line missed their flight along with myself.

✅ Trip Verified | Hope no one has to experience this. I’ve waited over hours on customer service. Now Let me start by saying every flight I’ve had from them since Wednesday to Sunday has been delayed, no reimbursement or compensation for multiple delays due to service failure and I experienced the worst customer service from one of their employees who was one of the most unprofessional, brash, condescending and rude people I've ever met. Being a disabled veteran to fly is already challenging but to be met with rudeness and unprofessionalism from the person who was meant to assist you is heart breaking, I will never fly with this airline again.

Not Verified | Drove 2 hours to Allentown for the flight and sat there another 2 hours until boarding time just to be told that the plane is broken and no mechanic on site and no other flight out for the day. Thanks United for this amazing vacation and non refundable hotel and car rental. Couldn't imagine wasting my time anywhere else than with your amazing service. The only you have going for yourselves is the people that work for you. A+ for them.

✅ Trip Verified | I have being trying for the last two hours to get an answer to a Covid question and still waiting on hold. This is quite possibly the worst customer service that I have ever experienced in my 79 years of life. Absolutely astounding! I have tried their website with no success, then on to their chat which was a complete waste of time, and now I am on hold for a "supervisor" I eventually had to hang up as nobody had the decency nor courtesy of picking up the phone. In a nutshell "totally disgusted" and I am not onboard yet.

✅ Trip Verified | This was the absolute worst experience I’ve had on a flight. I encountered delays for each flight in addition to no available online customer service and a wait time of 1 hour - 2 hours for in person service. Every single flight had a seemingly trivial error which caused delays (not able to fit baggage, not enough fuel for plane, misaligned ramp). The United website tried booking flights from wrong locations in response to delays which further complicated the rebooking process. Inflight service was awful with contentious and rude hostesses. Overall terrible experience and recommend to avoid United at all costs.

✅ Trip Verified | The agent at gate B31 and her colleague (who walked away from me rudely when I asked a question was extremely rude to myself and another gentlemen in front of me. We stood there for at least ten minutes without being acknowledged and then when I did say excuse me the lady who wouldn’t give me her name was very rude to myself and the gentleman standing next to me who had been waiting longer than myself. All I wanted to know was if my plane was delayed and your employees working acted as if I was bothering them while they are supposed to be doing their job. I was extremely surprised as to the attitude that I received when inquiring about my flight with United. Please train your employees to at least try to accommodate your guests flying who pay good money to do so. If I could have rates United with a 0 out of ten I would have. Thanks.

✅ Trip Verified | Bad from the start. As soon as my mother and I checked our bags the agent told us there was an issue with the flight. I asked her what she meant and she told me that there was a delay, but we would still make our connecting flight. Which I feel she knew quite well that we would not. There was an hour delay, then the boarding process took forever, people from later groups cutting in front of the current group, it took forever to leave the runway, then we had to wait to land until there was a gate available, we kept circling the airport. By the time we landed in Newark, NJ our flight had already departed. There was no one at our gate to help us, we had to search the airport to find customer service. There was a LONG line once we reached it, with only 2 agents available. It was painfully slow. They kept telling us to use the QR code and/ or the kiosk, but we needed to speak with someone so continued to wait. A woman cut in front of the entire line and the female agent helped her anyway. The line was frustrated and angry and a man went up and told the agent that the woman had cut in front of everyone and that it wasn't fair and she needed to wait in line like everyone else. She continued to help her anyways, then left and went to go get another agent and they both continued to help this woman and make the rest of us wait. It was at least another 20 minutes of them helping her as though she was more important than the rest of us. It was unfair and frustrating to us all. We were in line for an hour or so before we finally made it to the front of the line. Hours later saw the same woman who had cut in front of the line sitting at her gate so obviously she wasn't in dire need of immediate help. 6 hours later we finally were able to get a flight. All of this could have been avoided if the agent who had checked our bags had found us an alternate flight instead of putting us on a plane that more than likely wasn't going to make it in time for our connecting flight. I will not fly United Airlines again. I had a very similar terrible experience when it was just Continental airlines about 10 years ago. My small children and I ended up having to spend the night in Newark at the airport. It was a nightmare! Apparently although they had merged with United it's still just as lousy the two airlines being combined. Back then they didn't have covid or staff shortage as an excuse.

Not Verified | I was to have the window seat but a lady was sitting in my seat she asked to switch I said fine. On sitting I was 1/4 off my seat. The person had put the middle arm rest up she took over 1 and a half of the 2 seats. I asked if I could sit somewhere else but it was completely full. Finally a slim gal across from me said she would switch. The person kept remarking she was big boned etc - she was obese. Why should I have to be half off my seat while she is taking up half of where I should have been sitting? The trip was 1 hr 45min.

Not Verified | Horrible United and Star Alliance Experience. UA 8836, operated by Lufthansa, on March 9th from FRA to ORD was delayed over 3 hours because the first aircraft's cabin air system was inop. The 3-hour delay was communicated in 20-minute increments which keep the hope alive that I would make my ORD-SNA connection, for over 3 hours. What it also did was eliminate the ability to rebook on other flights that were available at the same airport. In the end, I was left with no other choice but to stay on UA 8836. Once we were airborne I was told that the estimated land time was the same as the departure time for the ORD-SNA leg, thus, most likely I would be rebooked. Prior to landing all connecting passengers were told that there would be agents waiting for us at the arrival gate to provide our new connecting information. There was no service. There was a lady yelling out, "for your connection, check the monitors". Not very helpful since my connection was already taxiing. With no one providing any guidance, after exiting customs, I followed a Lufthansa standing banner to the AA baggage recheck area was told that United is on the other side. I recommend you move the United and Lufthansa signs to the hallway where United counter is and make it visible for passengers coming out of the door. At the United counter at baggage recheck, I found out that no seats were available in the cabin that was purchased. I asked for an exit row seat, and was glad that a window seat was available. Still hopeful, I headed to the Polaris Lounge, looking forward to a nice shower and some relaxation for my extra 3 hours. However, it wasn't meant to be. Even though I was on UA 8836 operated by Lufthansa, I was told that I cannot get into the Polaris Lounge. I explained my situation to Corey, but he stated that he does not make the policy. Turned away, not feeling happy about the entire trip which started with a 2+ hour delay on UA 960 (EWR-FRA, on March 3rd, had to taxi back to the gate to offload passengers and bags); more delays on LH 636 (RUH-FRA, the delay actually allowed me to make this flight); 3+ hour delay on UA 8836 and only having pretzels for between meal snacks; turned away at the Polaris Lounge; and, worst of all, missing my children's performance which I would've made if I had gotten on my original flight plan; I was left to contemplate my relationship with United.

✅ Trip Verified | A truly terrible travel experience. For a Gold member I expected much better. I was disrespected and dismissed every step along the way. Cancelled flights, delayed flights, missed connections, last minute seat assignment to Economy middle seat (while having paid for a Plus window seat), lost luggage. And on all that, being treated like I did something wrong and I should be happy with what I was offered. They are very lucky to be part of the Star Alliance network, otherwise I would never fly with them again.