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 5019 reviews
3/10
3 star Skytrax Rating
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1/10

“United refused to extend my credit”

(United States)

Not Verified | United put my flight credits from 2 canceled tickets of approximately $400 on somebody else’s frequent flyer account. I was notified by the other person at the time the credits expired. United refused to extend my credit given their mistake and essentially stole $400 from me.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteChicago O’Hare to Italy
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"truly seems to have upped their game"

(United States)

Trip Verified |   A very late night departure included dinner in the Polaris Club.The buffet was ok.Once underway I tried to stay awake for the Sundae but passed out. The crew was wonderful and made the long flight truly survivable. The The seat was very comfortable and the bedding was wonderful. Feet were a little tight but other than that no complaints. Snacks were available throughout the flight although I was able to get in a good 6/7 hours rest. United truly seems to have upped their game and I would no longer hesitate to fly them long haul international.
AircraftBoeing 777-200
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSan Francisco to Hong Kong
Date FlownFebruary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"A very decent experience"

(United States)

Trip Verified | Despite a weird 2-4-2 configuration with every other row rear facing,this was a good flight.On time boarding and departure and a very friendly proactive crew that tried hard to please with efficiency. Mediocre food, of course but that’s to be expected on domestic services that are considered medium haul. Lately United seems to have upped their game or I have gotten lucky.A very decent experience.
AircraftBoeing 777-200
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteKona to San Francisco
Date FlownFebruary 2025
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

“the most painful airline”

(Canada)

Not Verified | After 3 flights in a row with frustrations, United Airlines has proven to be the most painful airline of the dozens I have flown with. Flight #1 - United crew mandated that I check my carry on because the cabin was full. It was not even close to being full. I received an apology and a gift certificate so was happy to try United again; this was a mistake. Flight #2. After scanning our documents into their ‘Ready to Fly’ app we were advised we were all set to travel but then 1 member of my groups was denied boarding because he was missing a visa to transit through the US. United’s response; ‘that is your responsibility’. While I agree that it is each passengers responsibility to meet travel requirements; United incorrectly sending us the ‘you are all set’ message was an undeniable factor (it only took 3 hours to obtain the visa online, something we set out to do until the incorrect guidance). That there has been zero remorse or mention of intention to fix the system sending out false information is inexcusable. Flight #3 - That member of my group needed to rebook for the next day. After originally paying for Premium Economy (which was given to another passenger) and then emphasizing the need for more legroom due to a post operative leg brace (I was charged $1,900 for a one way seat and assured it had extra leg room), he was given a middle seat in normal economy; he had to sit through 16 hours of pain. After reaching out to customer service multiple times, United has not even acknowledged this issue in their replies. This is intolerable, we will not be giving our business to an incompetent organization that ignores customers this way until this issue has been addressed.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteCape Town to Toronto via Newark
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"will never fly that airline again"

(United States)

Not Verified | I booked a trip to Switzerland and France in Nov to celebrate the engagement of my daughter. We did everything right. We got to the Rochester airport 3 hours ahead of time, cleared TSA security with no issue, had our bags checked. When we boarded the flight we sat on the tarmac for what seemed like forever. Finally the pilot made an announcement that despite calling ahead from Dulles and requesting the plane be de-iced in Rochester no staff was available. When the flight finally took off and landed back at Dulles we again were stuck on the plane because there was no staff to take the stairs down for us to deplane. By the time we finally got off we missed our connecting flight to Geneva and consequently lost my money for our first night’s hotel reservation in Geneva. It was non refundable by the hotel rules. My daughter and I preceded to fill out form after form, call after call asking to be refunded for our missed night in the hotel. This was not a weather issue. This was not a mechanical issue. This was a staffing issue both times. I received an email today from United Customer Service: I am appalled at the “Customer Service” from United and will never fly that airline again. I responded to their email asking that this claim be escalated. Use your judgement when booking your next flight.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRochester to Geneva via Washington
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"not a good experience"

(United States)

Not Verified | Was not a good experience. The wifi was not working half the flight. The flight don't give you food, they only serve you one bag of chips on a 5 hour flight. The wifi didn't work and there is no live tv so you are limited to just tv shows and 6 video games. The one flight attendant was nice and we talked but I would recommend flying with Hawaiian airlines.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Francisco to Kahului
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

“the cabin crew was fantastic”

(United States)

Trip Verified | I have always enjoyed flying a U.S. airline like United Airlines. I have been flying on United all my life, and the service has changed and improved. It does not matter whether you sit in First Class, Business Class, Premium Economy Class, or Economy Class; everyone deserves a top level of service and support, which is the case for this flight. I was sitting in Polaris Business Class with comfortable blankets, pillows, pajamas, and a mattress cushion that made me sleep well. The inflight entertainment system was terrific, with great films and an interactive air map. The meal service was pretty good, and the cabin crew was fantastic. I always look forward to continuing to fly the friendly skies.
AircraftBoeing 777-200ER
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteTokyo to Washington
Date FlownMay 2024
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

“we would have been stranded”

(United States)

Not Verified | Me and husband wanted a getaway for our anniversary and this airline told us they couldn't rebook us a flight and that we would have to stay at the Denver airport until Saturday so I told my husband to speak to a manager and she got us on a flight back to Houston but they could have gave us a voucher for a hotel and a Uber ride but they didn't and we have to fork out extra money that we didn't have. If it wasn't for family we would have been stranded.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhoenix to Denver
Date FlownJanuary 2025
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

“Research what upgrades actually mean”

(United States)

Not Verified | Having flown steerage/economy to Fort Lauderdale then to Belo Horizonte on Azul, I upgraded for my return. Rio de Janeiro to Houston Premium Plus 'upgrade' was nominally better than steerage, but not at the price. No under seat storage of personal items, the seats for this overnight flight not conducive to getting any sleep. The 'food' was abysmal. The crew was great. Houston to Boston: upgrade to 'first class' was essentially a repeat of aforementioned Premium Plus. No possibility for sleeping. Again, the crew was great, food better. Not necessarily worth the cost. Research what upgrades actually mean. Make no assumptions about them. Don't get scammed by verbiage used to entice.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteRio de Janeiro to Houston via Maynard
Date FlownJanuary 2025
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

"I will never fly with United again"

(United States)

Trip Verified | We flew out of State College, PA on Saturday and our flight got delayed, because 1st excuse the prior weather (1 hour), 2nd excuse was improperly checked in wheelchair (30 minutes), third excuse we need to gas the plane as we were about to take off (20 minutes). We were so delayed we missed our connecting flight in Dulles airport, VA. Huge scramble to get rescheduled because no United representative would help us at the airport, phone or online. We finally got rescheduled for 3 hours later, then that new flight got delayed, didn’t get to our destination (Fort Lauderdale, FL) til 10 pm that night. Missed all of our plans because of it. Coming home: we arrive at the Fort Lauderdale Airport, FL hours early and are greeted with a disorganized mess. TSA agents were fighting with each other, half of United’s ticket machines were down for maintenance, got yelled at by a United agent to tag my own suitcase after I asked her for help tagging it, then after she was mad that I tagged it wrong and she had to redo it, same with the people behind me. Everyone was incredibly rude at that airport. We get to our flight boarding area, and it’s delayed again. We depart and arrive at Dulles Airport, VA. United kept delaying our flight over and over and over again. They called 5 times for a United representative to come to the front desk to update us, no one would come. The staff with yellow vests that direct the airplanes on the runaway had to keep coming in to try to update us. Excuses they gave: we don’t know where the plane is, the plane is here but needs unloaded and checked, the knots of the wind are too strong, the crew deck isn’t here, next is crew deck arrived but they are now over their time schedule to be able to fly, there is not enough runaway for all the planes. Then like 8pm at night (we were supposed to leave at 5 pm) they tell us we’re rescheduled for 7 am the following day, literally could have told us that 2 hours prior so we would have had time to make arrangements. If we want our overnight bags, it would take them 3-4 hours. Then they refuse to cover our food and hotel because it wasn’t cancelled it was ‘delayed.’ Everyone starts screaming at the staff and they then change their mind after 10 minutes and decide to cover the hotel, food and “free shuttle.” We call nonstop to get ahold of the shuttle, no one answered and all the Ubers are busy. It takes an hour in the cold freezing weather waiting for the shuttle to get to the hotel. 3-4 hours of sleep, get to the airport really early the next day, my meal vouchers didn’t work and the new flight is delayed. The United staff that morning say it’s computer issues, next they say we need to do maintenance on the plane, next luggage needs loaded, then it was too many planes are taking off at that time. Finally get boarded and get to the state college airport. They lost the luggage from 2 full planes from Dulles airport to State College. United App tracking is all wrong for everyone so no one knows where the luggage is. We wait 1-2 hours to get to talk to someone at the United Front Desk and have our luggage shipped to our house…when they find it. You can’t get through to do anything on the United App or the phone line either. I have never had this happen like this on an airline before and after this experience I will never fly with United again. They refuse to offer any compensation for any trouble except $100 United airline voucher, like we would ever fly with them again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteState College to Fort Lauderdale via Washington
Date FlownJanuary 2025
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no