United Airlines

Not Verified | Flight crew and captains were not here for our flight. Told 30 minutes late, then 45. It is now 1 hour 30 minutes late. No good reason and no saying sorry. Captains in and out. Just bad. Give me a refund.

✅ Trip Verified | I will never purchase tickets from that line, even I got my next ticket In first class. Originally I ordered my tickets from online booking company, but decided to upgrade them to economy plus. I called to United and ask them to upgrade my tickets. Paid for extra room seats and paid. I received seats assignments with seats # 11E, 11F two ways. Spoke with a friend and she suggested to upgrade to Exit Row. I called United on the same day and asked for another upgrade to exit row. And then it started. Reservation people was clueless how to do that, a free and screaming at me also dropping the phone on me. After 4 call I finally got online manager and she for the fee upgraded my tickets to to exit row. She assigned sits to 21E, 21F. I print out new tickets. Today I made an check in online and print out boarding tickets to Tampa and fess what. I had all’s seats 11f and 11b. And by Calling back to United was told that Newark airport assigning seat. They think that customers are stupid people and they don’t know for what they paying extras. Also she told me that my seats taken for that flight, but on the way back I will have my seats 21E, 21F.

✅ Trip Verified | First of all, I get it, this is regional flight and things happen, but we were forced to return to DIA mid flight because power at the RKS airport was knocked out due to high winds. Again, things happen and I’m not even mad about that. Where United dropped the ball, is when we arrived back at DIA. We were given a “reduced” travel coupon from some affiliate they use and doing a quick search using other hotel booking apps immediately left you confused as to why United would even give these to you as an option because the prices using there “coupon” were $30-$40 higher than Priceline/hotels.com. Then after having to come back to the airport at 630 in the morning, we’re delayed over an hour because the captain and first officer couldn’t make it in time for the flight. We’re all here, why can’t they be? Do yourself a favor and rent a car from DIA if your flight to RKS is ever canceled and you’re forced to fly with these idiots. I wish I had four hands, so I could United/Skywest four thumbs down.

Not Verified | My flight was scheduled for 8.20. It was around 17 degrees F and had been for some days now. I get to the airport and waited an hour. 8.00 comes and an announcement is made that the flight will be delayed until 9.30 due to pipes freezing. Understandable. Then 9 comes and another announcement, saying they need only 30 mins to make sure water has proper circulation. I can get with that. Then 9.45 comes and it's delayed again, with no reason given as to why, and we're told a "rescue" plane from Chicago is coming. Around 10.15, we were all assigned a new gate. At 10.30 it was delayed again because the new plane would be late. It takes an hour from Grand Rapids to Chicago flying. At this point we would miss our connecting flight so we rebooked and got new checked luggage tickets. Then 11 came and it was too late to make it to the new, rebooked flight. So we rebooked again, got new ticket stubs, and made it work. Then we get on the plane around 12.30 and are told there's yet another delay because the plane next to us (was on time) needed to be turned off first so the workers could come to ours. Worst experience flying ever and will recommend literally any airline to anyone besides United.

✅ Trip Verified | I purchased this flight January 7th with an emotional support animal. I sent in documentation that date and was sent to a secure website that didn't work by the help desk. Figured the website was down. Went to go submit it again a week before my flight and they wouldn't accept it because apparently the rules changed and they needed the documentation on January 10th. Nothing was said about this during my January 7th correspondence and now I am stuck not being able to fly. The customer service is outrageous. I even had email documentation of this occurring and they wouldn't approve. You ever want any actual help, good luck.

✅ Trip Verified | We flew United UA1872 from Chicago O'Hare (ORD) to Houston (IAH) on January 13th 2021, the last leg of trip back home to Houston from a Family trip to SE Asia. We spent time at O'Hare's United Club in Terminal 1 after transferring from Terminal 5 International arrival and stayed there for a couple hours waiting for our flight. The gate to our flight is just a few doors down from the lounge so we waited until boarding time before we leave the lounge. Boarding was done very orderly, First Class were called first then Economy were called by rows from back to front. Interesting concept of preventing Covid-19 transmission in this single aisle plane, letting First Class passengers get exposed to all Economy passengers passing them on their way to the back of the plane. Had this been a widebody this concept might work if Economy passengers entering from the second door, bypassing the First/Business Class passengers up front. It's obvious we are on an American carrier from the very tight pitch of seats, very different from Asian carriers we used in the past few weeks. The plane was clean even though it is kind of old (19 years - registration N37267). We used Clorox wipes to sanitize the tray table, armrest, seatbelts and screen when we got to our seat. We're back in the US so this is very important and it is something we have to do to keep ourselves safe! Movies and TV series from United's inflight entertainment program is enough for this short (2 hours) flight. I lost my wireless transmitter while transferring in Chicago O'Hare so I have to use one of the free headphones given by the FAs. The FAs on this plane are two older gentlemen and two older ladies. They were all very lovely, very laid back, helpful and cheerful. From how they help and interact with their passengers you can tell that they like their job. One of the FAs was even cracking jokes when she was making pre-departure announcement. I'd take them in a heartbeat over 95% of all other UA FA's that I have met in the past! The FAs were also very nice and approachable. They were open to chit chat when I was standing in the back galley stretching while waiting for a restroom. We were given sanitizing wipes when we were boarding, and a goodie bag with pretzels, stroopwafel and a small water bottle after take off. Then the FAs making rounds with the drink cart midway through the flight. We left 10 minutes behind schedule but arrived at 8.25 pm, around 34 minutes earlier than scheduled. Deplaning was done quick and very orderly, the FAs calling the rows to stand up to pick up our carry on and deplane while others behind were asked to stay seated, so there was no rushing or a line to deplane. It was an uneventful flight but the FA's cheerful and helpful disposition gives a good impression about United that they are improving their service. Hope we can have more of the FAs like the ones on this flight to change the general perception about United's Flight Attendants, especially the more senior ones!

Not Verified | Do not fly United Airlines if you think that your trip may be cancelled due to COVID. They will not refund you for any flights. Instead, they will give you travel credit. But, what they do not tell you is that you must spend that flight credit all at once or you will lose the remaining balance. For example, if your original flight cost $1000 and your new flight is $400, you will loose the remaining $600. They will not refund any COVID related cancelation, and I can only assume it is because they simply want to steal it from us and convince us it's our fault that they aren't accommodating for the circumstances of a pandemic. I don't know about you all, but in these times, when millions of people have been suddenly unemployed and possibly in need of their money back, this feels truly disgusting. You can tell they do not care about their customers at all. At least I know with other companies (like Delta) that I can get a true refund for circumstances that are out of my control.

Not Verified | I was set to travel on 2/4/2021 at 7:10 from Houston, TX to Eugene, OR to visit my family. Coming with me were my two cats. I called customer service three separate times to insure I would have everything I needed for them set and ready to go. The first person I spoke with told me the kitties would need medical records, heath certificates and a rabies vaccine within 30 days of flying out. The second person I spoke with reiterated the first, and the third person I spoke with told me the only thing I would be needing is the rabies within 30 days of my flight and that's it. So when I get to the airport, they tell me the rabies has to be 30 days or older to fly, not within 30 days of the flight. I explained that the representatives I spoke with told me otherwise, and she was very nice about telling me they were wrong, but I was still upset, naturally. So I decided I would call customer service to tell them what happened and when I spoke to a supervisor I was told I should have went to the website regardless of what a representative told me to verify that their representative had the correct information. What is the point of the customer service line if what they say can, at any point, be incorrect information? This is unacceptable. Because they can't train their employees correctly I have now had to reschedule my flight, my work schedule and my personal life schedule and they don't seem to care about that all. So beware - if there is information you are trying to find out about what is needed for you to fly - do not depend on their customer service to be reliable and give correct information.

Not Verified | Just sharing my experience for anyone interested in flying with United. Flew into Mex City with my family with a transfer flight needed to go to another city. After repeated calls to United before my flight letting them know that 30mins is not enough time to go through Customs, Security, and Covid procedures, multiple United reps assured me that it was plenty of time. Of course, we missed our flight and we were stranded in a city where we dont speak the language. Cost us $563 in hotel, cab fare, and lost Air bnb $. Submitted claim to "Customer Care", takes them 14 business days to even respond and when they do they said "we care" and "we understand" but in the end, and a month later with delayed responses, United has become nothing but a disappointment and burden to myself and my family, caused serious stress and anxiety to my family that should have been avoided. Expected much more and received so much less than I thought.

✅ Trip Verified | United Airlines is the worst airline ever. I had a trip back to my home last July and they delayed it for a day, then canceled it altogether. I found out they canceled it the night before I was supposed to fly, so I called for a refund and the lady said I would get it back to my credit card in 7-10 days. But it has been 7 months and still nothing. I've filled out the form, repeatedly emailed to no response. I called them two more times after that and the first time they said they transferred my request to HK quarters and wait for an email to be sent to me, and the second time they said they denied my refund and check my email for the reason. There was NO email whatsoever. The worst thing? My friend was on the same flight as me and she got her refund months ago. The only difference is she has a green card and I don't. They're literally robbing and scamming people. What kind of airline denies a refund to a flight they canceled?

✅ Trip Verified | This would have been my first time traveling with United Airlines and I do not think I would ever book with them again. I purchased 7 tickets to go to Vancouver in March 2020 but was unable to go because of the COVID-19, I called pleading for a refund because I did not want to take a chance and travel knowing their health issue. My dad has bladder cancer and prostate cancer and is taking chemotherapy, whilst my husband is a type 2 diabetic. When I found out that we would not be able to travel, I called and explained everything, I wrote a letter explaining to them the situation and they turned me down, they forced me to reschedule and I did. Would would have thought after a year we would still be going through this pandemic. When I called back to reschedule I had to pay $35 extra on each tickets to rescheduled for March 2021. We all know that COVID-19 is not getting any better after a year, I called again January 30 2020 after watching the Canadian news saying that nobody should plan on coming over to Canada and that they are closed until April 30, I immediately call and begged and pleaded and no one had a heart, they would still want us to travel know the situation. A customer service representative tried to help me by talking to his manager trying to allow me to at least get back some money. The customer service representative came with a plan saying he would refund me all of the money but I would have to pay for a cancellation fee of $100 each which would be $700 because it’s was 7 of us traveling. I didn’t used United Airlines service and we didn’t cause the coronavirus. We are all hurting from this pandemic and here they are telling me I have to pay $700 upfront for them to give me back my $2300 for the tickets. This is so unfair. In July of last year I was to travel with JetBlue and because of the pandemic we couldn’t and JetBlue gave me an option to reschedule or I would get a refund of course I accepted the refund, no issue no problems they were kind enough to refund all of my money because they understand and they have a heart. United airlines I cried when I had to pay that money because we are in need of extra money during this time. I still have a job thank God but my hours are being cut. I take care of my father and my mother and my 2 boys with the little much I have and if they can’t travel then I can’t travel. In this time people need to be a little softer and kinder.

✅ Trip Verified | I understand many things as a professional who travels extensively for a living. However, one thing I do not is nearly zero inflight attentiveness by these lazy Flight Attendants .On my recent Milwaukee to Houston first class flight, getting any beverage like even a coffee or some water was a huge challenge and hassle. It's this recalcitrant attitude that I abhor. Why isn't it just offered instead of nearly having to beg for such a simple concept? Then you have to engage in this silly little game of who will hand off OR whether the F/A will pick up OR set it down onto your fold out seat tray table? This is just a poor attitude. I know that the airlines are suffering greatly from the COVID19 pandemic. Although, you'd think that they want to double down on what they could do to keep their customers happier? Especially the loyal frequent travelers. No way. This was a Republic Airlines operated (but billed as a United Airlines flight). About the only thing positive I can honestly write here is that the first class seat is a welcome asset. Aside from the other hassles of air travel these pandemic days! I will also say that I think the risks are quite low.

✅ Trip Verified | This is the second leg of a trip to SE Asia booked under ANA. ANA used to have a daily SFO-NRT flight but due to Covid-19 they reduced their schedule and we were transferred to United for the SFO-NRT leg on 12/30/20. Our flight from IAH arrived early so we have enough time to transfer. When we arrived at the boarding lounge the gate agents made us line up and check our travel documents before we were told we can take a seat. The process was slow and very ineffective; there are 5 gate agents but seems only 2 out of 5 agents know what to do since the other 3 older ladies always have to call and refer with the two guys for each and every passenger they are working with! Boarding was done from back to front and they call passengers by row so there is no crowding around the gate. Mask is to be worn at all times in the boarding area and during the flight except when eating and drinking. Prior to entering the air bridge was stopped by an air Marshall and was asked regular questions for the trip like cash we carry etc. since the region we are visiting is considered prone to financial issues. The kid was young and wasn't too experienced so initially he was kind of gruff; but after a while he warms up and even wishes us a safe trip. The metal was relatively new, clean and bright, and passenger load is around 30-40% so the flight attendants were able to move people around for social distancing so each of us can have a row of 3 seats for ourselves. The entertainment system is quite good and have lots of options. We used our own wireless transmitter and bluetooth earphones to avoid all the cable tangle from the provided earbuds. We always travel with Clorox wipes to clean armrest, tray tables, screen, seatbelt etc. but on this flight United also provides disinfectant wipes that we use to clean the seating area. The FAs were very helpful. They are not as approachable, charming or polite like their Asian counterparts, but they ensure we got what we need from them. We were given the snack package like what we got on earlier flight (pretzel, stroopwafel and water) right after boarding. After take off, the drink cart start making their round, and we were given a decent lunch right after. During the flight there is another dinner/heavy snack hand out and two drink runs done before we make our descent to Tokyo. Like the connecting flight we had before this one, this United flight also considered a good experience for us. The FAs are nice and helpful (unlike the grumpy people I've encountered many times over in their international flights) and they try to impose social distancing, the plane was clean and spacious, the entertainment system has enough content to keep us busy throughout the trip, and the fact that we all can catch some sleep due to having a row to ourselves makes this trip quite nice. Looks like United is getting better in their service these days.

✅ Trip Verified | This flight on 12/31/20 from IAH to SFO using UA metal is the first (domestic) leg of a family trip to SE Asia booked under ANA. This is one of the morning flights at 7:30 am that require us to arrive early for the passport check and the PCR test results check required for our entry to our destination. Check-in was helped by a very nice lady who ensure none of our bags were overweight and let us shift stuff between bags to balance the weights between bags. That same lady was helping with the boarding process at our gate. United requires all passengers to wear a mask all the time when we were checking in, at the gate and at all times during the trip, except when we are eating or drinking. Boarding was done by rows from back to front, and gate agents announced it beforehand so everyone knows when they turn is coming and there is no rushing towards the gate. Very organized. We always carry some clorox wipes with us when we're flying that we use to clean the armrests, seatbelt, tray table, screen etc. since we didn't think the airline would provide the wipes. After we board, we were given sanitizing wipes, so we can use that instead of Clorox. Good job, United! We were given a package of pretzel and stroopwafel and a small bottle of water. Later there is a drink cart making rounds for people who wants to drink other than water. The seatback screen is loaded with enough entertainment to keep us busy during the 3.5 hours flight. We were provided 3.5" earphones but we used our own wireless transmitter and bluetooth earphones to avoid all the cable tangle. The only minor issue is the built-in remote for the entertainment on the armrest that is not very responsive, but didn't prevent us from using the entertainment system. The FAs were quite cheerful and helpful, and they have good interactions with all passengers. A flight attendant was offering my seatmates if they wanted to move seats to another seat close by for social distancing since the flight was not full. Looks like they're doing a good job in trying to ensure social distancing - if the space is available. Flight deck updated us on the expected flying time before we leave, and also communicated on the expected arrival time and gate before we descend. The flight left only a few minutes behind plan and arrived in SFO 36 minutes early, giving us ample time for our 1:25 hours transfer between Terminal 3 and International Terminal. This is one of the good flights with United. The FAs are nice cheerful and helpful, and the communication from flight deck is informative. Looks like United have begin to change the corporate culture towards the right direction.

Not Verified | For a lot of people, the pandemic brought out the best of them, by helping their neighbor and rising to the challenge. For United, it brought out the worst. I’m currently sitting on a flight from Chicago to San Francisco with 30-40 other passengers and we’ve all been assigned seats in the back of the plane, packed together, while there are dozens of rows free and available just in front of us. So naturally, when everyone starts asking if we can be spread out so, you know, we lower our chances of infecting each other, they want to charge a $90 extra to move people up. When a couple passenger pointed out that it’s messed up to keep people close by during a global pandemic and that they were concerned about their health, the flight attendants’ response was that they couldn’t do it because of weight distribution, an issue that could have been avoided in advance by planning to spread people in the plane. Cherry in the sundae, before the flight takes off, the attendants starts reciting their corporate safety headlines, underlining how they’re taking extra steps to keep everyone safe, contrasting with the passengers herded in the back of the airplane. United Airlines literally profiting off people wanting to stay safe during a global pandemic.

Not Verified | Total incompetence, ignorance, irrigant. I cannot rate the flight coz I never got on it. I spent entire days with United reps tell me how I could send my sick wife to Canada to see her mother ailing and dying. I spoke with 2 different reps both of them were incorrect and I was rejected at the airport 2 times based on their information given. I can say nothing other than this is your worst experience in my life, these people are uncaring. They said its non refundable. They did say I could have another flight and credit towards it but when you do that you come up with an extra $2000 because of their new price for tickets.

✅ Trip Verified | Here is my email to United’s poor customer service after a recent and unfair overbooking matter that led them to involuntary downgrade me from first class and not compensate me for my inconvenience as they promised. In fact the customer care lady seemed pretty rude and determined not to give me an answer as to why they overbooked my seat even though I never bought insurance so there was not chance for me to cancel: Dear X, My experience talking to you today has unfortunately left me with a very poor impression of the customer care team at United Airlines. First and most importantly, you failed to answer why my ticket, that I rightfully bought and reserved, with no insurance (so there was no chance of canceling on my end), was involuntary downgraded. Clearly United failed to provide a reasonable answer and this leads me to think it is a clear consumer/passenger abuse, JUST because the airlines can do so, given their small yet powerful concentration of market power. It was clearly incentivized due to making that extra margin from my seat having been sold to someone willing to pay more. What will remain with me is your reply to saying “we cannot answer you as to why we overbooked”. Policies as they are remain because of the failure of the DOJ to look into these matters as abuses. While I was forced to accept the unfair refund amount today, I will make sure that if there are class actions and lawsuits arising in the near future with matters relevant to refunds related to overbooking at United, I will be the first to join. Needless to say I will work on investigating this matter moving forward.

Not Verified | United delayed us for nearly 9 hours on a one-hour flight due to a technical issue they had on their plane. Most of the hours were spent inside the plane, which is annoying for a 6’2” guy and is more than annoying during a pandemic. I reached out to United customer support and for the nearly nine hours of delay, they gave me thirty five dollars worth of miles. That means United values my time, lack of comfort, and lack of safety at roughly four dollars worth of miles per hour. Wow!

Not Verified | I was extremely sick with Covid and had to cancel my trip. The amount of my credit was more than the cost of one flight, but they wouldn’t let me use it. I wanted the remainder to go towards my flight home but I couldn’t. They’re basically robbing people. They told me a supervisor would call me within 72 hours and it’s been way longer and still no phone call. I contacted them again through their “virtual chat” and they said they’d have a supervisor call me in 72 hours. No. I’m not sitting around for another two days waiting for someone to possibly call me. They make it so impossible to talk to an actual human being! They’re awful. I don’t know how they’re even still in business!

Not Verified | Let’s just start off with how they cancelled our flight. “Due to lack of command”. We had connecting flights and they still made us get our luggage and check them in once again. After going through all that come to find out our flight home is cancelled. And we had no clue or no updates sent to us. So we had to spend the night in Chicago. They showed no empathy at all and were careless and disrespectful about our concerns. The next morning we get there to catch our flight and they claim we have too many carry on bags mind you this was not an issue for our other flight. We spoke with an agent who was extremely rude and she claimed she would call the supervisor. After wasting our time and holding us up she comes back repeating herself and explaining how the supervisor can not come speak with us. A supervisor who shows no effort to speak with customers what kind of service are we paying for people? This agent was extremely rude shouting at us and continuously walking away as we were speaking. I would not recommend this airline to anyone and I personally will never contribute any of my money to their stupid airline.

Not Verified | This review is for an upcoming trip that was booked and had to be cancelled. This trip was to include my senior aged mother and toddler child and was to visit an immediate family member who has failing health. It was determined due to COVID that it was safer for them to stay home. I attempted to get a refund for the tickets from United Airlines but they seem to be so hard up they refused, despite my explanation of concerns. It would also be nice to have the cash back in my pocket during these troubled times. Thanks United. Still as horrible as you’ve always been. Maybe if I had said the word funeral you would’ve grown a temporary heart.

✅ Trip Verified | Absolutely the worst airline I've ever flown with. Horrible customer service. I called 48 hours ahead to put my service dog on my flight and got there to the airport and it wasn't on. Service dog is a medical assist and ended up not being able to catch my flight. Absolutely rude customer service.

✅ Trip Verified | I flew from Canada to Australia via Chicago and LA. Our checked luggage made the very tight connection at ORD which was impressive. The LAX-SYD leg of the trip was outstanding and United deserve credit for continuing to run this journey despite only being allowed very limited passengers. Staff were attentive, our last-minute dietary requests were able to be accommodated, we were bumped up to Economy Plus, the flight was on time, and we were kept informed about Australian entry requirements for Covid. Overall it was an amazing experience, one of the best international flights I’ve been on. It obviously helps to only have 30 passengers on a whole Boeing Dreamliner, but even above that everything went smoothly and the customer service was great. For Australians trying to get home from North America during the Covid pandemic this is a great option and I’m grateful they are still running.

✅ Trip Verified | Worst flight ever. To start, I had to check my carry on bag, while others were allowed to keep theirs. This started the trip off poorly. But nothing huge. Then the take off got delayed 45 minutes because apparently getting baggage to the proper place on time isn't possible for these guys. Just to clarify, that's 45 minutes late to take off for what was supposed to be an hour long Flight to Greensboro. A one hour flight. A one hour flight. Yes, I'm intentionally referencing Gilligan's Island, because that's the level of competence I have seen from United. None. Then after leaving almost later than the arrival time, we circle Greensboro for 30 minutes before going to Charlotte, because of some fog. But the staff refused to tell us much of anything until we were basically landing in Charlotte. Had I realized United's pilots cannot navigate fog (which is low lying clouds) I never would have agreed to fly with them. Much less paying to do so. So now, because of the incompetence of their staff, my terminally ill father (the reason for my trip) has to pick me up in Charlotte.

✅ Trip Verified | I recently contracted COVID-19 and now need to change my flight scheduled on 01/1 to San Jose, Costa Rica. Other than waiving change fees, United has not provided any support so I can change my flight without paying more than +$80 in the price difference. The worst part is that they've waived this in the past and now that I literally cannot fly because of a medical emergency they cannot make do this for whatever reason. I was on the phone for over 1hr and 30 minutes and neither the agent nor supervisor was able to give me an option so I don't have to pay such a hefty amount. Terrible customer service and consideration to those that have been infected.

✅ Trip Verified | I'm a frequent business and pleasure flyer and flying United was the worst air travel experience I ever had. I bought a business-class flat bed ticket on United 363 from Newark to Honolulu leaving on 12/17/2020 at 9:50am. I required a business class level of service due to my injured spine with multiple herniated discs. Due to the snowstorm on the night of 12/16-12/17, I had difficulty finding a taxi and getting to the airport, and I arrived at the airport 50 minutes prior to my 9:40am departure. I had already checked in to my flight online and just needed to drop off 1 bag, which is technically still within United's 45-minute window submitting luggage for domestic flights. However, when I inquired about business class service, United personnel had no idea where to direct me. At first they sent me from the 2nd to the 3rd level of Newark Terminal C, however the United personnel there claimed they don't service Hawaii and sent me back down to Level 2, which was all Economy and big lines. I tried approaching multiple United personnel and all of them refused to help me and directed me towards Economy lines. Soon, they claimed I was too late for my flight - but I wouldn't be late if they did their job from the beginning and assisted me with priority service! At this point I was sent to wait in a massive line for customer assistance (again, no business class service to be found). I would have missed every other UA flight waiting in that line, but I also called United customer service by phone, where United phone agent (the only helpful agent in this entire experience) helped me rebook for a flight that departed one hour later, at 10:50am with a connection in SFO. However, I was made to pay a $539 flight upgrade fee that was sold to me as an "upgrade" from business to 1st class, which in reality turned out to be exactly the opposite, a downgrade: an old upright seat with minimal recline that is vastly inferior to my previously booked flat bed business seat, and much worse for my back. I found this deeply unfair. Even after rebooking, checking in to my new First Class flight was again a nightmare and I almost missed it, too, with no one willing to assist me even as I followed the phone agent's advice and told United personnel that I was flying 1st class. Probably 5 or 6 employees shooed me away and told me to get into a line for Economy electronic kiosks (half of which weren't working) and a long Economy passenger line for bag drop-off. The computer kiosk (when I finally got to it) again claimed I was too late to register baggage for my newly re-booked flight, but I miraculously found one competent UA agent who helped me overcome this. All in all, I had an absolute worst nightmare flying experience of my life. The physical pain in my back flared up from all of the dashing between floors, kiosks, and lines that I was made to endure with no one able or willing to help me. The service I received from United was absolutely abominable and especially so for business/1st class, and frankly it was horrible for any human being in any class to be subjected to such humiliation, physical pain, and monetary deprivation (which was unreasonable because I was actually downgraded, not upgraded). Online complaint with UA resulted in a generic "you were late and we won't do anything" answer (arriving 50 minutes should have absolutely been accommodated for a business class traveler who already checked in). I will never fly United again.

Not Verified | United's policy requiring a kids over 2 to travel with a mask is impossible. Do the geniuses that work there have no kids. Try get an energetic 2 year old to wear a mask for 10 hours from here to Europe. Other airlines based outside the US are for more lenient and allow kids up to the age of 6 or so to not wear masks. Ridiculous policy and extremely frustrating. Get a grip United!

Not Verified | Worst airline ever! It ruined our holiday trip. Both flights delayed and not enough updates! We had a two year old and arrived at 2am, ridiculous! At that point just book us another flight for the next day. Come on now! All because they couldn’t find a flight attendant. How unprofessional! Never fly United.

Not Verified | I had booked a flight from SFO to Dubai return via Frankfurt. I completed my first leg of the trip, but on my second leg I was not allowed to board the flight from Dubai. Apparently due to some Covid restrictions in Europe and me being a certain visa holder. This is absolutely bizarre, first of all you don't inform the passenger. I had to reach the airport and only find out at the check in counter. I had to book another flight out of Dubai direct to the US which cost me close to $7000 because it was last minute. I have been put through mental harassment and it took me close to 48 hours to arrive back because of all this nonsense. I do not want credit for United because I am never flying United again. I need a refund of my money! This is highly unprofessional and ridiculous you put your passengers through this, the least we expect is some sort of a notification in order to plan ahead. I also chatted with an agent to cross check about any Covid related test etc and I was told I'm fine.

Not Verified | Poor customer service from flight attendants. They do not even allow you to have a simple conversation and act like you are a disturbance from just talking to someone. Makes me never want to fly with United again.

✅ Trip Verified | My flights were originally booked for March of 2020 for a cruise. The cruise lines cancelled and airlines stopped briefly due to #Covid. Had I asked for a full refund back then, I would have received it. I wanted to support the travel industry hit hard by the pandemic and so I let United push my flights to December for a future trip. I call again and was told there was no refund but yet I could reroute flights and make it all work, including first class for my family and I on the way home for only $422 more. Now I’m $2447.80 into these flights for a family of four to go direct from Chicago to Phoenix and back. I even paid additional $146 four days ago to put us seated together. I call to talk to someone about a fare difference I was notified on and I’m told there is no refund of fare difference or future fare credit due to my already exchanging the ticket once. If you’re going to promote “IT’S FREE TO CHANGE” then why don’t you tell people the truth, that any monies paid are NON-REFUNDABLE and we really don’t care about our customers because our agents are trained to say no no matter what a customer says to them. I went and tried to book these same flights to Phoenix from Chicago on American Airlines and coach is only $552! First class both ways is only $87 more than I am currently paying United and I only have first class one way on United. Yet United can keep my extra money with a smirk on their face. Southwest Airlines does it right. I was notified of a fare difference, I go on the website, I make the change and get $146 fare difference refund for future travel within 5 minutes. With United you have to call, get put on hold for an hour and a half, get transferred somehow to Mileage Plus, they profusely apologize and transfer me back, get an incompetent agent who can’t even give his supervisor both pnr records even though that’s what he said he spent a half hour doing, and then have a supervisor come on and still tell a customer no.

Not Verified | This airline has no loyalty towards customers or any consideration for customers. They are unwilling to compromise during emergency cancellations and will not refund or even a partial refund even though I had proof of Jury Duty. They state that refunds can be given based on the type of ticket, but after dealing with United I realised that they do their extreme best to not give that money back. They don’t care whether you missed your flight or not, they don’t care if it was unintentional or intentional. I spent 40 mins in the airport just trying to re book. It took me longer to re book a ticket than to walk through customs.

Not Verified | Where do I start. The first flight on 10 Oct 2020 - we went from Sacramento to Kansas City. (Layover in Denver). Mechanical issues in Sacramento and missed our flight in Denver and had to wait for 6 hours to get on the last flight out. ALL Flights full and every seat being used in the pandemic. 12 Oct 2020 - Kansas City to Sacramento (layover in Denver). Well, they took my carry-on bag in Kansas City and (that is lost and still can't find it). Then because of wind made us detour and in Colorado Springs and missed out flight in Denver to get home to Sacramento that day. They told us they couldn't get us on a flight home that night and we ended up on a Delta flight (much better service. plane, seats, middle seat not being used during the pandemic). Had to fly through Utah to get home at almost midnight instead of 3:45pm in the afternoon. Still dealing with my baggage issue and United is making Delta pay for my baggage. They aren't paying me for all of what was in my bag because they don't cover expensive things. (it was my carry-on). I have been going rounds with people at United (customer service) is not helpful, rude, don't speak good English.

Not Verified | Worst experience ever with the pandemic going on. Masks are a must, no medical condition applies. All of the flight attendants won’t leave you alone about your mask. I do not recommend flying with United or American Airlines they are teaming up to make masks a must or you cannot fly.

✅ Trip Verified | Literally the worst airline in the sky! Just came back from California, had a layover from Houston to Chicago then Buffalo. In Houston, departure was set for 2.20pm but didn't board until 2.30 due to a crew member running behind schedule. Then there was a lightening strike 15 mins after boarding, then they had to drop the cargo door and move luggage because of a weight proportioning issue. Finally we arrive to Chicago and our plane to Buffalo had already left. We go to customer service, soonest flight out is the next day. They say they won't compensate us for a hotel because the delay was due to weather, I said I needed a supervisor immediately. The supervisor finally comes over. I exclaim to him that had we departed when we were supposed to at 2.20 we would have never even had the lightening delay which was 35 min. Btw, he then spends a half hour on the phone only to say the exact same thing. I began to raise my voice in anger asking to speak to his supervisor in which he started to give me an attitude. I asked for a pen to write his name, he would only give me his first name, no last name. I stated that this was ridiculous that my wife and I had to pay for a hotel and do not have clothes transportation or toothbrushes and you're not even going to help, he said "and I'll take my pen back too" at that point I snapped began yelling. He then said now you're not getting home at all, canceled my return flight to Buffalo for the next day and said "well looks like your refund comes out to about 30 dollars". He would not reverse what he did even after I apologized for getting upset despite the situation. It later cost 300 for tickets home the next day, 185 for hotel, 55 for uber, and more than anyone should ever have to deal with. 1800# was absolutely no help. 100% dissatisfied and shocked with how terrible they handled my situation. I felt literally helpless and could not find any direction in the company to turn to.

✅ Trip Verified | United at Salt Lake City Intl. delivers absolutely the worst check-in experience I've ever had. Staff were unhelpful, condescending and, in one case, just plain rude. One would believe they've never seen a traveller with an international connection before, at all. Certainly no "service" delivered at all. If its possible, the additional inconvenience and hassle could be described as "Anti-service". I did express my dissatisfaction to a person who was identified to me as the supervisor and I really don't think she cared in any way. Poor, poor show, United.

Not Verified | My daughter got on the plane. Then they stated they found a crack in the window and would all have to get off the plane. After her going to the ticket counter as she had a connecting flight they told her to go to Southwest Airlines and a new ticket if she wanted to go there. That was rude. Finally they said they are getting a new plane that just got out of the maintenance. They loaded. They landed and she got to her connecting flight where they attempted to take off and the check engine lights come on. They turned around and they had to get off. They again had to go search for a new plane. It was a horrible experience for a girl who flew by herself for the first time.

✅ Trip Verified | I am appalled at United’s decision to have the plane at full capacity during this pandemic. Cases are rising astronomically in the US. They are not enforcing masks and man sat coughing in the seat in front of me the whole flight with his mask down below his nose and they did nothing. This company really cares only about the money it makes and not about its employees or it’s passengers. I have been a United card holder and member for years. I will be switching airlines moving forward. The staff was nice which was their only saving grace this flight.

✅ Trip Verified | Worst customer service experience of my life. I bought a round trip ticket, wound up driving the first half instead, after contacting United first to cancel my first flight, at which point they said I’d be good to go. When I rolled up to the airport to fly home on the second half of my round trip, and they told me they’d cancelled my ticket since I hadn’t flown the first leg, and wouldn’t accommodate me in any way. I told them that I had in fact cancelled my first flight, but they weren’t willing to budge. They offered to sell me new tickets for the flights I’d already paid to be on (at a high price of course), indicating that the flight wasn’t even full, so it wouldn’t cost them anything to let me fly on the ticket I’d already paid for. I’ve heard bad things about United, and not had great experiences flying with them previously, but I was surprised at how blatant they are about their not caring about their customers whatsoever. Your loss United, I’ll make sure to book with anyone else going forward.

✅ Trip Verified | I love United Airlines and have flown it as my go to and will continue to. However this review is based off of a flight attendant that was so rude to my family and I. My wife and my 2 year old and 4 month old boys were catching a flight after our layover in Denver and the flight attendant looks us in the eyes and skips us while passing out drinks. Continually brushing my arm walking by with a trash bag not serving us at all. She also was very rude with her mannerisms and tone toward us. I’m opposed to being a Karen but to be blatantly disregarded on a flight was not okay. It is hard enough traveling with 2 little ones let alone having to bug the attendant to be served like everyone else around us. The other two flight attendants got us our drinks right away and also two wings for my boys and that is the amazing service of United that I know. We flew from Philadelphia to Denver and did not expect to end our trip in such a manner.

✅ Trip Verified | This is the worst airline I’ve ever dealt with, I had to cancel my flight and they have refused a refund. I had been planning this flight for months and my reason to fly for the first time in 16 years is now no longer a possibility, I’m a single mom with 3 kids and now I’m just out that money, it’s adding constant salt to an already deep wound. If I could leave no stars I would.

✅ Trip Verified | Since the pandemic began I have flown three times on three different airlines, the first two, SW. and Alaska Airlines social distanced us on the plane and made sure that if you were traveling alone there would be no one sitting next to you and did not pack the flight full for this reason. I flew on United airlines in November 2020, and they packed the flight completely full and crammed us all in like rats, and then used the Covid excuse when it was convenient for them, for example, “no you cannot sit in the exit row because of COVID-19“, and then they made a bunch of announcements about us needing to social distance, yet they did not do their part to make that happen. On my flight home, another packed flight, there was a guy across from us who was obviously drunk and kept throwing his mask on the ground refusing to wear it, none of the flight attendants noticed and I had to point it out to them, not to mention the fact that while he was unmasked he was coughing without covering his mouth, all they did was ask him to put his mask on a couple of times, but is soon as they would walk away he would take it off and look at us and smirk. When I asked the flight attendant why they booked the flight full and weren’t social distancing us,(I mentioned to him that other airlines didn’t pack the flight full), his response was, “Well southwest social distances on the plane for political reasons, but if you’re not comfortable you can get off the plane and book another flight”. So was he saying the pandemic is political and not real? I will never fly United airlines again, especially during an international pandemic.

Not Verified | I was trying to book my flight from CLE to LGA for December 2020. The price on Google flights was different from the one posted on the website, this is not the issue. The issue is when I called the company to inquire about the error I was receiving on the website while trying to buy the ticket. The customer service representative I spoke to was extremely rude, constantly talking over me, not even trying to figure out how we could fix the problem of the price discrepancy. He kept saying the call was cutting out, which is not true because I could hear him just fine, he just kept repeating the same things and not hearing me out or trying to help me with my issue. If they are offering the same price as American Airlines, or even if it is cheaper, I would rather just travel American. I will at least be treated with respect and will get my money's worth. The disrespect was just beyond me, I respect customer service representatives, but this man was just plain old disrespectful.

Not Verified | I was supposed to fly to Houston and then to Brazil with my husband yesterday, but due to a malfunction in the plane, the flight was cancelled and I lost my connection to Rio. They then transferred me to a different flight which leaves tonight to São Paulo. However, the connection to Rio is through LATAM. I paid for a 12h flight and it's actually going to be days of travel. They cannot guarantee I'll be able to take my emotional support animal with me from São Paulo to Rio since it's a different airline. Last night a customer service rep from United walked out on us (I have that on video). After all of this, I've gotten nothing to make up for all these facts. I've had huge anxiety attacks since then, my husband's mother is in the hospital and United hasn't shown any interest in helping us.

✅ Trip Verified | Despite the fact that Hurricane Eta delayed our flight to Houston by more than four hours, the experience was reasonably positive. The load factor was quite low - about 40 passengers, which meant that even Gold Elites got upgraded. The plane was clean and neat, and the cabin crew was friendly, efficient, and pleasant. The food and beverages were disappointing, but in the age of Covid-19, most airlines have restricted the time that passengers can eat and drink with their masks removed. Check-in was immediate, particularly since I didn't know about the delay and thus showed up at 06:30 for a 12:45 flight, Immigration in Houston was empty, and my suitcase was delivered quickly. The connecting flight to Tampa was somewhat more crowded, but both emergency exit rows were unoccupied. Hence my seat at 20A was both comfortable and socially distanced. The United Club in Terminal E is now open. The food offerings were minimal, but the bar service has returned to pre-pandemic level. This was my first air trip in almost twelve months. Given the avalanche of negative reviews on Skytrax, I was pleasantly surprised with how well the experience turned out.

Not Verified | Not good at social distancing. Packed 3 people across in my row when there were obvious several unoccupied seats seen with only one person in that row. Biggest complaint, not enforcing rules. I observed 3 people with laptops and pads out from sitting for departure til arrival at LAX gate. Never once stowed them away and not once being asked to do so. Lady in back of me talked on phone from gate, down runway and halfway up into the air. It surprised me on how many people think rules do not apply to them but more so was how the steward did not do her job. She simply did not care. She could have had a little nicer attitude overall. She acted like her job was a bother to her. But that being said, the voice of the lady on the overhead speaker (up front cabin) was very pleasant and upbeat and plane was clean. Will reconsider when booking my next flight.

Not Verified | Despite having corresponded with the French Embassy in New Orleans prior to my flight to assure I had all the proper documents to fly during the pandemic this staff at the gate of the second leg of my trip refused to let me on the plane on the basis of "that's not a reason to go to France". I was going to meet my wife in Paris who just got her visa for the US and she was flying in from South Africa. I had two one way tickets, one going was United, return was Delta. I was to meet her in the international terminal then get on the plane back to the states with her. Now she has to navigate international travel by herself and I was left stranded in New Jersey because the gate people wouldn't even look at the email I had from the french embassy stating that all I needed to do was fill out the International Travel Doc to mainland France. They kept telling me I needed a COVID test, I said I don't need it, it states here in the email that I don't need it for just traveling through the airport. But I also informed them I have a test anyway but they still refused to look at it or reason with me telling me I need to prove my relationship with my wife. They refused to look at any if the paperwork I had including all my flight itineraries after I told them I was just meeting my wife in the airport and flying back on the basis of "that's not a reason to go to Paris". United Airlines will never get my business again as their staff are the most incompetent of any airline I have ever flown on.

✅ Trip Verified | My flight to Philadelphia was a decent flight nothing special about it for the money that I spent. On my flight home to Houston, I spent another 200 dollars extra for my dog Lucy to come back home with me. While she was barking during the flight the flight attendant told me to shut her up when she would only be quiet if I took her out of her bag. The flight attendants were rude. When i told him she would only be quiet if she was out of the bag he said “i will have to note this down and she won’t be able to fly with you anymore” I spent over 500 dollars on that flight and all they cared about was other customers complaining. Ridiculous service and I will not be flying or giving my money to United ever again. That was the only company I enjoyed flying with until this incident.

✅ Trip Verified | First time flying with this airline and I am not happy. I’m sitting in Denver airport, 48 hrs into my trip at this point exhausted and upset. I get that we can’t control hurricanes, but the staff could have treated me much nicer during this. I’ve had my flight pushed back twice and I have asked about accommodations or anything really to help me out and was not only not helped, I was talked down to laughed at and dismissed. I would not recommend this airline to anyone with anxiety around flying because they’re thoroughly unwilling to be helpful or even respectful.

✅ Trip Verified | This was an attempt at forgetting the harrowing prior encounter with this airline. I only got to them because they were to provide the last leg on my trip out of Africa. After sending me bouncing between them and the issuer of the ticket, they resolved at 10:00 that it was too late to put me on a flight that I was already ticketed for and had a boarding pass issued by their partner airline. The flight was not scheduled to leave till 10:40! I was told to WAIT and TAKE a chance at the next flight scheduled for around 6:00pm.

✅ Trip Verified | Just want to give a shout out to all at United Airlines. Thank you for making travel comfortable during the COVID-19 pandemic. The Boarding Process was seamless and the Flight Attendants provide great service and are friendly. Thank you for a great travel experience.

✅ Trip Verified | This was my first time flying United in over 13 years and I wasn’t disappointed. The ticket I purchased was super cheap, checking in was a breeze due to the fact that many people aren’t flying at the moment. Since the flight was a red eye, by the time I got to LAX all food places were closed except for a little store selling sandwiches and chips. On the aircraft all passengers on main cabin were provided with a ziploc bag filled with a cookie, some chips and a bottle of water and afterwards the crew came by with sodas, coffee and juice. Movie selection on this flight was amazing, since the airplane was equipped with seat back TVs there were well over 100 movies and shows to chose from and headphones were complimentary. The only thing is due to the pandemic there was no food for sale onboard but at least they had free sodas

Not Verified | First the airlines switched the our transfer point. It was Phoenix to Houston, then switched to Los Angeles, then 2 hours before departing switched to Denver, Co. Secondly for an International flight they did not serve or have any items for purchase for lunch. Could not also buy alcohol if we wanted. Flight attendant was very rude when we asked. On Alaska and Delta if you upgrade to seats with more leg room you are offered complimentary beer or wine. I would even have paid for my alcohol if given the choice in flight. Will never fly this airline again, unorganized, stingy and not fully prepared. Also when we arrive 3 hours early as instructed for international flight, no customer service agents were there to have our bags checked.

Not Verified | I was sold in economy ticket, and this comes with no overhead storage no checked luggage only under seat storage, but this was not made clear at the time of ticketing. The processes in adequately described, it was not even enforced in the first trip I took, and results in the cost of the flight essentially increasing by 50%. Had this pricing policy been made to me prior to purchasing tickets, I would not have flown this airline at all. I certainly will never fly it again. One cannot travel at all without clothing

✅ Trip Verified | We flew from Salt Lake City to Charlotte and then back again a week later in October with United Airlines. United Airlines, I feel, did an outstanding job of with customer service and the level of comfort we felt on the airplanes. The seats were comfortable and with two of our flights we were able to upgrade to economy plus for a reasonable price which made the seats even better. The staff were courteous, caring and professional. Even though our return flight was delayed because of mechanical issues they kept us informed of what was going on. After a forty five minute delay we were told if we missed our connecting flight there was a backup plan for all of us. Fortunately we were able to make our connecting flight due to our arrival and departure gates being close together. When we had gotten settled on our connection flight my husband realized he had left his cell phone on our first flight. Just as I was about to ask a flight attendant what our options were another flight attendant appeared who was out of breathe. She had run from gate to gate to personally return his cell phone to us which saved us the headache of trying to figure out if we could get the phone back or if we had to purchase a new phone. Thank you United Airlines for a good traveling experience! Thank you for all you do. I know that the planes were not socially distanced because all of our flights were full but I realize what the airlines are going through and the stress they must feel. At no point did we feel unsafe and the staff did the best they could and if they were feeling stressed they did not show it and were very professional and caring.

✅ Trip Verified | My finance and I Flew first class with united as we always do. Upon arrival everything was Fine. I opened my sandwich after the no seat belt signed was lit up. He immediately came over and (he wouldn’t give me his name) and told me I needed to put my mask on! I explained I was eating my dinner and have a drink he told me it doesn’t matter it’s behind that Point and he cares for a cancer patient I need it in at all times. Regardless to say I am 7 weeks pregnant and get sick if I don’t eat, I took my mask off to eat my sandwich and drink my water and was harassed on a united flight to LA. I fly United regularly and am a gold member the way I was treated today on a united flight makes me question ever flying again. The only time during the duration of flight my mask was Off is while I was eating. I explained my self clearly To the flight attendants and he refused to give me his name, he told me someone will be waiting for me when I get off the plane to discuss my issue. I asked another flight attendant as well as she refused to give me his name. We fly United Atleast once a month regularly and have never been treated so disgusting and poorly!

✅ Trip Verified | The flight time had been postponed right before my flight with no notification/call/message or email. Are you in your mind to change the time right when I am on my way to the airport? The is my first and last time using this airline - United Airlines. It’s terribly unprofessional.

Not Verified | I recently flew with United Airlines from Toronto to Chicago to Columbus Ohio and a return flight from Columbus to Washington to Toronto. I was not impressed with my flights due to the fact that they do not worry about social distancing. When I booked my flights, I specifically asked how many were on the flights and if I would have a seat to myself, in which the answer was yes. My flight from Toronto to Chicago, I had someone sitting next to me, even though there were empty seats available. They give you a tiny little wet wipe that you would use in a restaurant to wipe down your seat, which is useless. There was a family with 3 adults and two children on the flight that kept getting up out of their seats, chasing their kid who was going up and down the aisle and their one child who was about 5 years old was supposed to be wearing a mask and he wasn't. My return flight home was even worse. The plane was packed and again no social distancing. Even though the flight attendant announced 3 times for people to wear their mask during the whole flight, a gentleman sitting in the seat across from me, had no mask on the entire flight. Are these flight attendants scared to say something to people? Very disappointed as it seems United Airlines is concerned only about the money they are making and not the safety of the people on board. Made my travel experience and my anxiety levels horrible during this pandemic.

Not Verified | We paid an additional $90.00 for our flight so we wouldn’t have to check a bag. First leg was fine, second leg, we were told we had to check the bag, but it would be at the end of the ramp when we landed. When we did land, they switched again and made us wait for baggage claim. I was totally taken advantage of, both by United and the staff.

✅ Trip Verified | United Airlines is a terrible airline. I had booked my flight to depart from Duluth at 3:20 p.m. The day before, when I go to check in, I find out that my flight has been rescheduled 4 hours earlier. I call customer service and no agent is available. I ended up needing to wait 5 hours in the airport for a connecting flight. There was no refund, no explanation and no apology. Terribly disappointed.

✅ Trip Verified | Full flight all middle seats were sold and taken. I just flew on Jetblue and I thought that was a step down from Delta, how on earth did I get to this! I thought United was big and had standards, obviously not not for my health or comfort as a customer or its employees. This is a pandemic, what is wrong with you guys!

Not Verified | First, my husband and I had our travels canceled to New York because of Covid. We rescheduled and added our kids. When I called the airlines for a code to use instead of a refund, to choose a different date and add our kids to the vacation, she said no, she has to do it, I couldn’t do it myself. Then rescheduling, and using the money we had already purchased for New York, when the lady told me the total, it was literally like buying 5 new tickets. Then just before our flight this month I called to ask about seating. The lady told me I had to pay for seating no matter what. I said: so I pay a ton of money to fly, then you are going to charge me to sit? I don’t need assigned seating, she told me I did, she lied to me. Then coming home to Las Vegas, the maintenance did not take care of the aircraft as they needed. We ended up then having to all get off the plane and later getting on another one. Then not only having a layover in Denver, but then had to fly to San Francisco and then to Las Vegas. I fly at least once a year, this was my first time ever flying United and I’m thinking our last. Also, you have to pay for luggage both ways? What? Every other flight I have taken, obviously it’s a round trip since that is what I book. I obviously want our luggage coming back with us, why would they not just have the charge for the destination and back? So much that is wrong and inconvenient with this airline. Only good thing about it, is some of the planes have a TV on them. But I would rather have a straight shot without all the lay overs. I even think Allegiant does a way better job than United.

Not Verified | Currently sitting on a completely booked flight. I am part of a family of 6. Instead of seating us 3 and 3 as the rows would allow, we were placed 2,2, and 2 leaving us sitting with a stranger in each row. There was clearly no thought process in this arrangement in an already suboptimal experience. We fly very frequently and had heard United was complying and doing more than their part to make sure the COVID era was as safe as possible. This was far from the case. Would not recommend. Delta is superior in all aspects.

✅ Trip Verified | The staff was in general very nice to me and my little kids. But one of them was so nasty and hateful to me and my little kids who didn't cover their nose with their mask for each second... [which is not understandable in first place - why kids in the age of 3 and 4 years have to wear a mask] - what are they expecting from those little kids? they don't understand the need of wearing a mask, its so uncomfortable for them and they pulling it every few minutes. This nasty one was at my seat latterly every 2 minutes to scream on me why my kids are not covering their nose with their mask! I understand that we must take caution to keep us safe and healthy, but we need to do it normally. and what she did to me and my kids is totally unacceptable! I was on a night flight, and my kids tried to sleep, but with this mask on their face which is almost covering their eyes, it was impossible for them.

✅ Trip Verified | United Airlines does not appear to care at all about it’s customers as people. One would think that during a pandemic when air travel is way down, they would do their best to provide a high level of service. Their best is apparently not very good. They can’t bring a flight in on time to save their lives. Why? Why is this inconvenience and frustration acceptable in this industry and no other. Rest assured, United Airlines will do nothing to ensure you arrive at your destination as advertised. Consider your arrival time as a very rough estimate that likely means you’ll get there on that calendar day but whenever it fits into their schedule. Terrible!

Not Verified | Our first business class experience with United made sure we won’t ever fly with them again. SFO to Cabo flight was delayed for 4 hours. Coming back we were seated away from each other amid our timely check in the day prior and a phone call we placed to confirm we will be seated next to each other. Throughout the SFO-Cabo flight, half the business class was wearing their masks and the crew did not care to remind. On the way back, their family separation tactic made sure more people can spread Covid. When we asked what was the reason of separating us after our confirmation, the come back was “I don’t think you are listening to me carefully. You have 2 choices, either talk to the gate agent or you can leave on another plane at another day”. Proven United Airlines have excellent code of ethics and employee training. Fly with them if you want to be mistreated, yelled at, or forced to sit next to a potential Covid carrier.

✅ Trip Verified | Had the rudest, aggressive and combative head flight attendant ever! I had just sat down for 15 secs when she started in on me. Apparently she had just been at it with my seat mate. 4 hrs of being harassed by this woman. It's one thing to be nice and friendly, it's another to be treated with an attitude that will not stop. I put the tray table down with my legs crossed, that was not Ok so I stopped. My legs were cramping so I stretched them out in front of me That was not OK, so I stopped, they told me it due to COVID. I asked "Do you not disinfect the plane between flights, that's what the ad said?" She started fumbling for words. Not the yes or no answer I was looking for, I asked for her name but the junior attendants did not want to give it to me, so I went and took their pictures. Right before landing, she comes by and stands right in front the exit row seats that have been blocked off (we were just behind that row) and starts spraying disinfectant. The over spray landed on our faces and hands. I was lucky to wear glasses but my seat mate got some in his eyes too. She did not say a single word, just started spraying. One would think that the flight attendant would say something like "I need to be cautious and spray so an you please cover yourself." I guess I got my answer as to whether United disinfects between flights if she's spraying, but on the ad it looks like professional grade, not just a household spray bottle. But that is not the end of it. I'm not sure what yarn was told but as we are getting ready to open the door and deplane, there were two officers and two United Reps waiting to escort me off the plane. I was fortunate to have a great seat mate who had also endures and witnessed the whole thing. I am very thankful and grateful that he did not hesitate to be my witness and give his accountant of the circumstances. It was really unbelievable! Just beyond the pail and this is the head main cabin flight attendant who is suppose to be at least neutral instead of having an axe to grind.

✅ Trip Verified | Flying United Airlines is dangerous and they don't care about your safety or health. They put profits over passengers. The flight I was on was 100% full, no empty middle seats, no social distancing whatsoever. Many of the passengers didn't even have on masks. I got off the flight because I was not going to put my health at risk for Covid. It was astounding and unconscionable that they would not fly at a lesser capacity to assure the safety of their customers. Clearly greed was more important than my life as a paying customer. I will never fly United again. I was forced to lose a day of work, to get rebooked on a less full flight but even then they said it was just the roll of the dice and if it filled up, tough luck. They were taking no precautions whatsoever for our safety and protection in terms of the crowded flights. They said they wiped the plane down but shouldn't they do that anyway? Don't they know that Covid is airborne. Shaking my head in disbelief and outrage. They didn't even offer a hotel voucher and refused when I asked. So I was asked to either spend more money, miss work and be inconvenienced or risk my life and health to fly on a small, packed plane with no social distancing and a serious lack of wearing masks because they are too greedy to schedule additional flights so they can fly with a less crowded plane. It ended costing me twice as much as the ticket I originally purchased to be safe. That was not my experience on Delta, Jet Blue or Southwest where the flights respected some social distancing and they were strict about mask wearing.

✅ Trip Verified | I am a 1k, million miler and global services level 6 times with United. I am changing to Delta. United does not care about employeeS or customer safety. They only want to pack the planes during the pandemic. They fill every middle seat (including exits next to 1K). By contrast, Delta does not the Delta plane I flew 2 weeks ago appeared much cleaner also. I am switching loyalty after 20 yrs with United.

✅ Trip Verified | Worst experience. Really very bad experience, never fly again with them. No social distance, no empty even one seat they don’t car about safety. Was too late to change my schedule and plans. Bad bad bad. and the crow was very Rude. Never again with United Airlines.

Not Verified | Worst experience. No social distance. Was emailed the night before about having full flight. Was too late to change my schedule and plans. Bad bad bad. Do not care about safety

✅ Trip Verified | They changed the gate many times thru the day and then delayed the flight due to United not having the staff to fly the plane. They had to call in people at the last minute. They delayed us and hour and a half and then when we got close to boarding they didn't know if they had pilots. When we actually got to load the plane we got everyone in the plane and then they made us all get out and move to another plane down the concourse. What was supposed to be a mild delay is now over 3 hours.

✅ Trip Verified | I will never fly United again. Delta was so good and kept everyone separated. United was a packed flight with no social distance at all. Strangers next to strangers, eating and drinking allowed. This company does not care about anyone even their employees who have to fly with all these people during a pandemic. The craziest part was when we were getting off the flight, then all of a sudden they care about social distance by only allowing five rows at a time. Like you didn’t care this whole time.

✅ Trip Verified | Phoenix to Houston. Announced over head 15 times to socially distance but have a completely full flight. Really? You want us to socially distance? Give me a break!

Not Verified | I had a trip planned with my school to study abroad and because of COVID-19 that had to be canceled. I tried using my flight credits for a different flight and the lady I was one the phone with was extremely rude. I also had to pay extra money to use those flight credits within the United States where before I was going outside of the states. I ended up having to cancel that trip too (which I did within my 24 hour time frame) and have not received my full refund. I have tried contacting them multiple times stating that I haven't received the rest of my refund to which they say it was refund to a card that I don't own so I don't know where my money was sent to but I am very disappointed in this airline that they never tried to make things right. I will never book another trip with them again nor will I ever suggest them to anyone I know who is traveling.

✅ Trip Verified | NO social distancing, jammed in to a very full plane. Masks were supposed to be worn, but some people took them down whenever they wanted to speak. Very disappointed in this airline that I have been a frequent flier on for years.

Not Verified | It is extremely unprofessional to change the time of your flight without offering a similar direct flight during those times. I purchased a ticket with you with that specific time frame in mind. I would not have purchased that ticket if it was originally going to have that altered departure time.

Not Verified | Had a nice direct flight on United from Newark to Houston. It was a midday flight so airport was not busy. We got a water and a snack. I was given extras! The pilot kept us up to date with flight information. I like to fly United whenever possible.

Not Verified | On the ticket it clearly states must wear mask. I was on a connecting flight from Denver to Boise and the passenger next to me removed her mask after the flight took off. Nothing was said to her by the attendant I did not say anything due to the fact that it would be a passenger that would throw a tantrum and I did not want to make a scene. Besides the fact it was the attendant’s job. It was a full flight no seats between passengers.

Not Verified | United Airlines is the worst to work with, when booking a flight, doing anything on their website and talking to them over the phone. I had two vouchers ($108 and $20) I am trying to book 2 flights as we speak. They took my voucher, subtracted it from the total and charged my card the rest of the amount but then never received a confirmation email, charge went through and now they won't let me have my tickets nor my vouchers back. I have been on the phone for 40 minutes! A total of $128 of vouchers! They are terrible.

✅ Trip Verified | During the COVID-19, I can't fly from Thailand to USA because the territorial sky is closed and I can't travel there and use domestic flight with United Airlines. I try to refund my money but United Airlines prefer to give me the future credit which is useless for me because we do not know when the outbreak will end. Moreover, I need to pay more money to them if I use my future credit. It's ridiculous. However, I got my full money back from Korean Airline and Delta Airline. Even my ticket is non-refundable, they did the great job and did their responsibility fully.

✅ Trip Verified | Palm Springs to San Fransico. Poor customer service (rude and short). Terrible checked bag policy. Terrible check in policy. We checked in online and then we’re told that our ticket did not allow that, and we risked missing the flight if we did it again. Overall poor experience and staff members were unhelpful and condescending.

✅ Trip Verified | Vancouver to Sydney via San Francisco. My flight was fantastic, the Crew were polite and welcoming. They frequently came around in case anyone wanted refreshments and when i fell asleep and missed meal time, i got given my meal as soon as I woke up. I was given a whole row to myself to ensure social distances measures were met. There were plenty of movies/tv shows to pick from and they also provided dietary specific meals, which I hadn’t had previously on other airlines. So if the crew is reading this, I’d like to give a huge thank you!

✅ Trip Verified | Prior to take off I attempted to practice social distancing and had moved to the seat in front of me which had no passengers in that row. I was previously in a row with another unknown individual who was also concerned about his health. The FA approaches and told me to return to my seat. After questioning social distancing practices she told me that social distancing is no excuse to move seat and if I was worried about social distancing I wouldn’t be here. I don’t think you know everyone’s situation, and could probably use a little work on those people skills. I’m a regular United passenger and haven’t had similar experiences in the past. If you’re concerned with yours and others health and well being I’d say skip United all around after this experience.

✅ Trip Verified | I am a mileage plus member and had a family crisis forcing me to travel during a pandemic. Because it states that as long as you are a mileage plus member you can bring a bag regardless of your ticket type. I booked economy to save the money. Not only did the force me to pay for the bag because my husband booked it under his mileage plus account, but then forced me to check my bag. The flight was maybe 20% full. I begged to not check and was told “there is plenty of overhead room on the plane, but I had the wrong ticket”. Again I had my plus card with me. According to United disclaimer this is all I needed to carry on a bag. I have been a frequent flyer for years. United does not care, they let me pay them additional money and forced me to stop and pick up a bag. Heartless. I paid even more money to upgrade so I wouldn’t have to do this on the way home. Never again

✅ Trip Verified | Worst experience flying I have ever had. Our flight was set to board at 8:00 according to our boarding passes. We arrived at the gate at 8:03. The plane had already been boarded and the flight crew closed the doors. When I asked to speak to a manager I was told it was my fault because it was 8:03 and boarding was 8:00. The United staff was rude and just kept saying sir you were late. How can a plane board close and push off in three minutes. Who teaches customers service where you tell the paying customer they are wrong and it’s their fault?not a single person wanted to help and even had any concern that our luggage would be ahead of us. This airline and it’s employees and policies are trash.

✅ Trip Verified | 8lbs overweight for 1 bag charged me 105 dollars. I didn't even have a carry on, I will make sure to never travel this airline again. I really love those charges you get right when you are at the counter, with basically no choice but to pay it. Thanks again.

Not Verified | I wish to thank United Airlines during the recent covid-19 pandemic. They were incredible. We had tickets on another airline we had bought using credit card points. When that airline's flights were cancelled due to recent regulations concerning entering the US at particular points of entry, and when the EU was on the verge of closing its borders, United stepped up and accepted the other airlines points and allowed us to fly with them instead. During a crises, this airline did not concern itself with only making money but doing the right thing to help stranded travelers. I cannot thank them enough for what they did to help us and no doubt countless others in similar predicaments. I will, from now on, only think in terms of this airline as being our savior.

✅ Trip Verified | United Airlines was actually pretty good on this 9.5 hour flight, with a modern cabin and tons of entertainment selections. The food was all right, but they served way too little for such a long daytime flight. The flight being half empty also helped, and the Star Wars safety video slaps. ZRH airport is really nice, IAD not so much, but it is an American airport so no surprise there. Anyways, good flight United!

Not Verified | I am flying to Houston for a wedding. I have a luggage the size of a carry on & didn’t think anything of it when I bought my ticket. I did not know that with basic economy you don’t even get an option to bring a carry on. My flight was already changed to 12:30 from my initial 10am arrival flight but I had to take it because my sisters wedding dinner starts at 3!! I called & there isn’t even an option anymore to upgrade my flight because it’s full. But I’m sure the cabin space isn’t! I will be forced to pay $40 to & from Houston for a bag half full but I don’t want to ball my bridesmaids dress up in a backpack just to not pay the fees! How do completely strip a customers option to bring their luggage on the aircraft if there is room & capability to do so. I will never fly United Airlines again because of this reason alone

Not Verified | We were scheduled to take a trip to Europe mid-May. Due to COVID travel bans, we called to inquire on the flight status and were told that the flight was still scheduled. However after giving the customer service representative our confirmation number and ticket numbers, we were told we were not on the flight list and soon learned that our account had been hacked, our flights were cancelled, the hacker was issued a voucher, and then booked a flight to Cancun. We requested a full refund (which was not immediately offered). This necessitated countless follow up emails and phone calls over the past two months, which United ultimately denied. They issued us vouchers (minus the trip insurance). No offer of a full refund, no apology for the security breach.

Not Verified | Eight of us booked flight to Prague in March from New York to Prague and cancelled the flight due to COVID-19. United Airline refused to refund our three hundred dollars as cancellation fee. We appealed the top management to review our case since March but they kept on asking us to get the refund from the travel agency despite the travel agency told us the cancellation fees were with United Airlines. Customer satisfaction is only a slogan to United. It's a pity that United Airlines never learned the lessons from all the scandals related to customer service in the past years and never intend to rebuild its reputation.

Not Verified | United is the worst airline you will ever experience. Their customer service is bad, treatment is bad, every thing is bad.They took 2 months to respond on my refund request of 5000$ tickets for flights that they cancelled based on the COVID 19 lockdown, and instead of refunding the money, they offered travel vouchers, as if we will use this unprofessional airline again in future. Think twice, they don’t care about you, they care about your money indeed.

✅ Trip Verified | I had an extremely horrific experience with United Airlines and Dollar UA in December 2019. The booking process went smoothly. The flight was a typical United flight - uncomfortable on an airplane the belonged in 1986. The issue came when I went to the rental car counter - I showed them my reservation and they did not have it. They claimed that I booked my reservation for the non-airport location. I had to bring up my email confirmation that proved otherwise. This caused a stir at the counter as they weren’t sure they would have a car for me. Mind you, it was about 8PM at night, and I had a 2-hour car ride to look forward to. Coupled with the aforementioned terrible flight, I wasn’t in the mood to be told there was no car availability when I had a reservation. I was able to get a car, but I had to pay extra due to the reservation “mixup” (if you can call it that). I filed a complaint with United Airlines and Dollar UA. United and Dollar UA accused me of changing my reservation to the non-airport car rental location, despite my email confirmation as proof that I did no such thing and chose the airport location to begin with. Both companies ignored several follow-ups and pleas to look at my case. In fact, at one point, they were pointing fingers at each other, trying to send me running in circles. I even emailed the CEO and COO of United and of course, heard crickets. The extreme amount of disrespect, disregard for human nature, and overall extremely poor customer service sickened me. I escalated matters to BBB. BBB did not resolve my case. BBB ignored my email confirmation that I booked for the airport pick-up location and sided with Dollar and United. It was extremely frustrating that I was being ignored for booking a car online and choosing the location that I intended. I did everything right in my reservation process. United and Dollar were both at fault and it was obvious they simply do not care about their customer. They stole from me, and then tried to make me look like the bad guy for their egregious and obvious error. Their lack of accountability and sheer unprofessional behavior drove me to continue pushing the matter. My initial escalation in this matter started at the beginning of January 2020. It is mid-June and it is just being resolved now. It has taken 2 months of escalations to come to a resolution, after me getting nowhere by myself for 4 months. It is a long saga that I am happy is now over. Will I ever fly United again, or book with Dollar UA? Absolutely not, and as a consumer reading this, I hope you don’t either. Their unprofessionalism and lack of customer service (while they operate in a customer service industry) is simply shocking. I have no more words to describe the unsightly behavior I witnessed by United and Dollar UA representatives. They should be ashamed of their behavior and I hope one day they can learn a hard lesson that devaluing and manipulating the customer is not an okay option.

Not Verified | I booked a flight for my daughter from Amsterdam to Los Angeles with a lay-over in Washington. United Airlines changed her flight where she had a 4 hour lay-over in New York. I was concerned about this given the COVID-19 situation there, so I rescheduled her flight to go through Frankfurt and paid an 85 dollar rescheduling fee. Now United rescheduled her flight again and she is back on the same flight as before with the 4 hour lay-over in New York, but United refuses to refund my rescheduling fee. How is that fair?

Not Verified | I would like to give 5 stars to St Louis location United Airlines. My elderly mother had a great fear of a flight, and Sherry had taken personal care to make sure she is safe on a plane. Great customer service. I will definitely fly with this company again!!!

✅ Trip Verified | Albuquerque to Houston. I will never fly with United Airlines again. They do not offer any assistance due to weather conditions. My layover in Houston was cancelled due to tornados in the area and UA went to San Antonio airport instead. I had to switch to a different flight for the morning and pay out of pocket for a hotel and food with zero assistance from the airline. My flight in the morning was also delayed an hour but they don’t care. The fact that they can treat a person like this is insane. Airlines are in the customer service industry and United has the worst customer service. Don’t bother

✅ Trip Verified | I asked the United agent working the desk at the gate for a boarding pass. She was rude and demanded to know where my boarding pass was and then ridiculed me for not having it. I stepped aside and said I cannot accept this rudeness. I walked down to another United gate and was treated respectfully by the agent and received my boarding pass. Why does united retain these kind of people?

✅ Trip Verified | Houston to Los Angeles. Excellent customer service. The flight attendant, Charles was incredible. Courteous, knowledgeable, very professional. Thank you very much for making our travel experience incredible. Keep up the great job!

✅ Trip Verified | I planned a family vacation at the end of June and early July, back on January 1st. I am flying to San Diego with Delta, to Flagg Staff through American and home from Las Vegas on United. Unfortunately, with the corona virus, we are unable to go. Delta, American, Greyhound, Holiday Inn, Hilton, and Alamo all refunded me in full and wished me luck in getting a chance to go on this trip in the future. United however, would not refund my $2000 because they said I had bought "non refundable" tickets and I could only get a voucher to fly in the next 24 months. Every other company understood that these are bad times and refunded me "non refundable" money. Wake up United!! These are difficult times. Vouchers for a future flight does not pay my mortgage or feed my kids.