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 4894 reviews
3/10
3 star Skytrax Rating
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10/10

"very polite and professional"

(United States)

Not Verified | Absolutely amazing staff, they were all very polite and professional. On my way back from Denver the captain let me see the cockpit and even sit in the captain's seat (after we landed). United is and has always been my favorite airline.
AircraftBoeing 777-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCincinnati to Denver
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
3/10

"rude and dismissive"

(United States)

Not Verified |   The staff was really rude and dismissive to any concerns or questions during the flight, at the moment of recovering my ticket I was not provided with a gate number, these were all pretty minor inconveniences except for the fact that my flight got delayed so much. To the point I was supposed to get home at 7 and ended up getting home past 11 pm, terrible service, horrible plane maintenance.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAguascalientes to Tulsa
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“Terrible experience”

(United States)

Not Verified | Terrible experience with United Airlines! Please choose a different airline other than United Airlines! They will cancel your flight and not help with anything causing you to spend a lot of money and creating a ton stress and issues. Please don’t ever fly with United Airlines again!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to Belize
Date FlownJune 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
2/10

"worst customer service experience"

(United States)

Trip Verified | Flight out of San Diego was delayed causing my family and I to miss our connecting flight in Houston. While on the flight I was able to book a new flight out of Houston leaving the following morning, giving us a 12hr overnight layover in Houston. My immediate concerns were our luggage, which we would need because were staying overnight, lodging accommodations, and if United would help us with that. I used their app and talked to an agent online who said to talk with an employee at the airport after landing to coordinate lodging. I'll summarize the rest to the best of my ability, every employee I talked to was rude, disrespectful, and either refused or was reluctant to help, and always just handed out cards with a QR code. United didn't help with accommodations because the delay wasn't aircraft mechanical related and wasn't there fault so I paid out of pocket and had to use another day of PTO for work. Also they couldn't find our bags and those showed up at our house after a couple days. By far this was the worst customer service experience I have ever had and will avoid United unless there are literally no other options, I will pay more money happily.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Diego to Jacksonvillle via Houston
Date FlownJune 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
1/10

"unreliable company"

(Slovenia)

Trip Verified | I have been contacted yesterday with fly cancellation and immediate rescheduled at the same time, I woke up. At 3am to get my 5am flight and they canceled again and put me on a crazy flight which would arrive to late to meet my business appointment. So sad because in 1 years I got cancellation on my way back to a Europe and now will lose a business meeting that I scheduled from Europe. I don’t think I will fly anymore with this unreliable company.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSan Francisco to Houston
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

“customer service is terrible”

(United States)

Not Verified | United fails and misleads its customers every time it can. Here are some examples. -Flights are systematically late. United fails to communicate information when this happens and posts impossible times for a new departure. -The lounges are terrible. If you've ever been in a lounge from e.g. Lufthansa, Swiss or AirFrance, Emirates, it will become clear that United is putting no effort in its lounges and the comfort of its customers. -Benefits are not delivered. Benefits promised to travellers with high status are regularly not delivered. -The customer service is terrible. When not communicating with a chatbot, the person respond will be slow, unhelpful and unable to provide any substantial information. -The aircraft itself often has defects. Before my latest flight, water leaked in the whole back of the plane. Going into the all the consequences would be too lengthy to describe here. -They make you pay for wifi when don't have to. E.g. Delta doesn't.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteColumbus to Newark
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“These people are terrible”

(United States)

Not Verified | These people are terrible. The flight was supposed to start boarding at 10:15am, we ended up boarding at 11:20 and now we’re two hours behind. Then a lady at the gate got mad at me because I told my sister in front of me to hurry up and scan her ticket. The lady then began to rip my ticket up.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCleveland to Chicago
Date FlownJune 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
1/10

"terrible experience"

(United States)

Not Verified | I am writing about the terrible experience I have been having with the United Airlines customer support team. I recently booked our honeymoon trip through a travel agency. This trip has a total of 5 flights, 3 with United Airlines and 2 with Swiss Air. When going to Swiss Air's website I was able to upgrade my two flights from economy to premium economy on one and business class on the other. When going to United's website I could only upgrade 2 out of 3. Upon calling your tech support now over 6+ times and also getting my service request escalated, I have received 6 different reasons and solutions. All their reasoning made no sense and their solutions did not work. They even suggested I contact my travel agent and upgrade the class of seat for each flight. But that is insane since I already paid to upgrade 4 of the flights directly and I would essentially be charged double. When I was told I could upgrade the final flight it was with United airline miles, but not cash ? This is where I draw the line. I would have to purchase 40,000 United miles plus $1000 in cash (which I find humorous that they can take cash in this sense but not the other) all to be on a seat waitlist. But I have confirmed with customer support that the premium economy section has plenty of open seating right now and that was the section I wanted to upgrade to. It seems like United Airline’s wants cash customers to pay to upgrade but in my situation I cannot? The other issue is if I purchase United airline miles + cash, all I can get now is put on a waitlist even though there is abundant open seating ? Would you spend your money on miles and hope all the good seats are not purchased by the time they release these seats? I wouldn't! Because if the seats are sold out by that time then I would be screwed twice. If United does not appreciate customers who book their airline through a travel agent, and worse place restrictions on purchasing upgrades directly on United to the customers that do use a travel agent, then may I suggest you remove United Airlines from allowing travel agents to book your flights ! After my July/august booked flights I will never fly United Airlines !
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Washington
Date FlownMarch 2024
Value For Money 12345
no
1/10

“Choose a different airline”

(United States)

Trip Verified | Cramped seats, poor beverage/snack options, expensive bag fees. Employees are helpful, but United is not properly managed. Choose a different airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles 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
no
8/10

"it was a pleasant experience"

(Singapore)

Trip Verified | I was rebooked on this flight to SFO because I had missed my connecting flight on SQ in Singapore. I flew CI to TPE to catch this flight. United Polaris class is the flagship product of UA. Seats are full flat seats with blanket and duvet from Saks Fifth Avenue. Unlike SQ where the cabin crew comes around to set up your bed, you have to do this yourself on UA. The amenity kit provided is a fabric waist pouch that contains the usual items. Some may like it, some may not. Personally I would prefer a proper zippered toiletries pouch which can be reused for personal toiletries and medications. Lunch service was served on a single tray. I had the beef short ribs and it was surprisingly good considering that steaks served on flights are touch and go. Before landing crepes was served for breakfast. Wifi was available for a fee. The service was efficient - not overly rushed and not overly pampering. There was a mixture of American and Taiwanese crew on board. In summary, despite what has been said about UA in the media and on social media, it was a pleasant experience.
AircraftB777-300ER
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteTaipei to San Francisco
Date FlownApril 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