United Airlines

Not Verified | I arrive at Syracuse airport knowing my flight will be delayed, it continues to gradually get delayed within the next 20 minutes, and the by time my flight to Denver got in I would miss my flight to Sacramento. Luckily, they had a later flight out of Denver to Sacramento. Once seated on my already delayed flight from Syracuse to Denver, we were told there was maintenance issues, and heard very little from the captain and saw nothing of the flight attendants. We waited on the ground for almost an hour and a half, with no flight attendants coming around asking if we wanted anything to eat or drink during that time. I was on track to miss my connection flight again, which would mean spending the night in the Denver airport since that was the last flight they had to Sacramento until that morning. A very nice flight attendant helped me when I asked her, as I was anxious about missing my flight from Denver to Sacramento. She informed me that the flight had in fact been delayed until 9.45, but couldn’t give me any certainty that I would make the flight. My flight got into Denver at 9.20, and I sprinted over to my gate, not knowing if I would make the boarding time. I show up to the gate only to see that the flight had been delayed another hour. Always count on United to delay flights! I guess it worked out because I was able to get on this flight. Their wifi system isn’t great, I prefer JetBlue’s. Once my flight arrived in Sacramento, I went down to baggage claim only to find it wasn’t there, when I walked up to the desk I was met with a rude woman who just told me my bag was still in Denver and would have to come get it tomorrow. No apologies for the inconvenience, no time frame of when to pick up my luggage. After I got to where I am staying, I called customer service, so I could find out more information about my bag, and I was told that I was supposed to fill out a form to have my bag delivered to my location. The woman at the baggage claim desk was no help, rude, and misleading information. I am also confused as to how my bag got stuck in Denver, which I got no clarification on. Its been a long day.

Not Verified | My whole experience this evening, from an hour getting through security (on a Sunday night after 10pm?) to a broken seat, delayed flight, to trying to order one glass of wine (w/o success due to Kafkaesque seating errors), made me feel like we were cattle to United Airlines. The delays and problems truly did not seem to matter to this company, taking care of human customers is not a value for United Airlines. Fly Alaska is my advice, or take the train, however much longer it takes!

✅ Trip Verified | United is the most unorganized airline in existence, the way they handled all of our delays was catastrophic and caused unnecessary stress to many, many travelers. It started as we checked our bags, after receiving our baggage tags, I noticed they all had different names on them and none of them were us! They had no idea they were sending our bags to different locations! How does that happen when they check you in with your id’s! After pointing that out to the rep, she had to redo everything and recall our bags. Once we finally get on the plane, we are notified that a “glitch” in the system had sold too many seats and they were working it out to get a family of 5 on board. This process took over an hour and 20 minutes resulting in the captain leaving the plane to find out what was going on. Because of this delay in leaving, half the plane missed their connecting flights including us and there we’re no other flights available that night. We went to find a United customer rep to see what our options are and guess what? Not a single United employee at any of the counters with tons of stranded travelers! Unbelievable! We finally used the app to book a hotel and went to get our bags and they don’t have them! Now we’re stuck in Houston, no bags and no flights until noon the next day and all because the crew in Midland had us waiting for well over an hour for one family and the result was stranding multiple families, it made zero sense. After staying in Houston at a run down hotel, we made it back to the airport, ready to finally get on our way. We boarded our new plane along with a hundred other travelers. We had all just sat down and got situated when they announced, you guessed it, we’re delayed and everyone needs to deplane and remove all carry one. After deplaning everyone, they then announced we could be leaving in 20 minutes or so, then why did we all just get off? I am typing this as I sit here waiting on the latest catastrophe from this airline if you can call it that to see what to do next with my family. United has failed at every level on this trip, delaying flights for a single family while displacing many, many more, trying to send our bags to other locations under other peoples names and completely boarding planes just to deplane and then board again. I will never, ever fly this airline again, they have no clue what they’re doing and seem to make illogical decisions that negatively affect their passengers without consideration of future events.

Not Verified | We flew from FL to Houston on February 25th and had a great experience. My husband and I flew with our 10 month old son and he was very hyper. Our flight attendant was a blessing and very attentive. She found another seat for the passenger next to me so she didn't have to be bothered by our young son and we could stretch out. She also made a glove balloon for our son for entertainment. At the end of our flight another male attendant gave our son a souvenir wings and booklet. Overall they made the flight more comfortable for us.

✅ Trip Verified | Stuck in Denver for almost 24 hours because you wanted to book tight layovers and let flights leave early knowing you were still waiting on passengers. Then you “did me a favor” with a hotel and refused to send me to a town nearby when I had an elderly dog who needed his medication and had been away from family for 2 weeks on a corporate trip. Then, you charged me twice for my sick dog who is on his last leg and had to endure insane amounts of stress because of your mistakes. Obviously anyone who had been through this would be incredibly upset. Instead of handling it appropriately, your “customer service” threatens to close the plane and keep me from getting home to my other dog who’s sitter had left the day before. Not only does your “customer service” abuse their power, they have no social skills to handle stress appropriately. Although this was a corporate trip, I will never fly united again. I would genuinely rather make 24 hours drives back and forth to where I need to go before flying with United ever again

✅ Trip Verified | We had a connecting flight through Newark New York, and while there they made us pull our bags out and check them again, but they didn’t allow us to do it while we were there, we had to lug our bags around the whole time.

✅ Trip Verified | Flight delayed from Moline to Denver. Missed connecting flight so United changed our seats on the rebooked flight to 10 rows back (original seats Row 15 and we paid extra for these seats) and also split my husband and I up in different rows (mind you we are taking our honeymoon). We tried to change our seats on the app because there were seats together they could have picked for us but we could not do this functionality for a rebooked flight on the app. So as soon as we got to Denver we asked an attendant to help us with our seats (he was just chatting away talking to his buddies) and said he could not help us we had to use a kiosk or wait 1 hour before boarding. Went to kiosk was going to be 85.00 a piece to Change seat. Then went 1.15 hour prior to boarding and the attendant said she’d be right back and it was 35 mins. She never came back. So we grabbed food. Went back before boarding began. No attendant at the desk. So we waited. It was the same agent again. We asked her to help us. Told her the above mentioned situation. She was rude and rolling her eyes. Called for a manager to come. Manager never came until boarding group 4. My husband stayed behind to speak with manager to at least get a refund on our seats we paid for. I boarded because I did not want to miss the overhead space (luggage was lost the last time we flew). A sweet lady who heard the story said she also was rebooked and got sat in a different row than her partner. So we switched places and another lady helped us out. We did get a refund for our seats. But moral of this is very poor customer service and no one wanted to do their job or do their job with compassion and a smile. If the United attendants had been professional I would have not written this. Unfortunately this airline is not what it used to be. Maybe this post will help them in the future.

Not Verified | Absolutely the worst customer service I’ve ever experienced! Flight was canceled by this airline last minute, and no help trying to get rescheduled. The flight we did manage to get they told us they had no potable water so we would have to use handy wipes! Trying to get a refund the customer service agent told me we used the ticket and there was no refund. So almost two hours later on hold the supervisor said to go back on line and try to fill out the paperwork! I refused and told her it wasn’t working and insisted she stay on the line to help me, guess what? It didn’t work for her either! I have to say I would never fly with United again, and highly recommend reading reviews before using this airline! You pay premium price for your checked luggage also.

Not Verified | This was by far the worst experience I've had with an airline. At check in for our international flight (booked 3 months prior for 2 people), the customer service agent canceled our tickets instead of checking our bags on a flight that was still flying (and still flew) after she said it would not be flying. Another rep even tried telling her we were right and she ignored her too! We were paying attention to every change to the schedule, but she insisted she was right and blew us off repeatedly. After our persistence, it took 2 supervisors and another representative over an hour to acknowledge and fix this incredible mistake and they had to book us a different route since our flight somehow no longer had any seats available! We ended up not being able to sit together and remained 3 hours behind the original schedule. This was my first international flight and I am beyond disappointed. I will never fly with United again and will not be recommending the to anyone for any flights.

✅ Trip Verified | This has been the worst traumatizing travel experience. It all started at checkin. I wanted to register my suitcase but the system didn’t let me. So I asked for help but employees talking together, not looking at you or going to help other people. Tried to get help they said no more customer service. Tried again to talk to the workers (which are on the phone or talking together) so every time you talk to someone you feel like you are not welcome … then they said to fill out a form on my phone but my phone froze and I couldn’t do anything. I asked and they said no phone working you don’t get in we’re sorry we can’t help. Basically if you have no phone on you it’s impossible to check in your luggage. 1h30 h later I could enter and checkin my luggage (luckily I was 4 hours early)! While walking I realize I have no seat number assigned and I used a travel agent. So I go to my gate and ask for help. The guy cannot help me he says he’s boarding another flight. So I’m asking when can I come back I asked 3 times he always answered the same thing boarding another flight, so I ask where can I get help ? He said nowhere I’m sorry United has cancelled all customer service. While everyone is finally boarding my flight the girl asks for everyone who’s travel ready to come and my ticked said travel ready. So I went and she starts yelling and tell me to go away so I try to talk to her but she just gets crazy. Everyone trying to talk to her she doesn’t answer their question and starts to power trip and yell at everyone. While she was yelling at old people I asked her if she could be polite and talk to people properly, she flipped. So I sat down and let every single person get in the plane. Once I was the only one left both of them were not even looking at me. I asked to please have a seat. She reprinted my boarding pass (was very painful experience) and give me a seat that already has someone in. So I tell her this seat isn’t working there is someone in it already. She goes in the plane upgrades the person on my seat and while I filmed her she flipped even more. So I get to my seat the pilot starts to tell me what’s your problem do you have any problem? So I said no and try to explain the situation and said ok, you’re off I’m kicking you out. A man in front of me trying to defend me got threatened to be expelled from the plane so everyone sat down and they just decided to kick me out of the plane. I am completely traumatized by this airline and the people working there.