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 4860 reviews
3/10
3 star Skytrax Rating
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8/10

"Hurray for Sonja"

(United States)

Trip Verified |   Flights were canceled and I ended up at Washington Dulles Airport. My original flight should have gotten me to Fort Myers Florida at 11:02 AM. IT IS now7:30 PM. No flight on the horizon all due to weather. I understand the problem. I'm writing this to tell you that although I'm not happy being put in this position I congratulate every employee of United Airlines for being so patient with all of us and kind. Especially Sonja in Washington Dulles. She made everyone feel important and she never once looked tired or fed up. Hurray for Sonja taking care of flight UA2049!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago O'Hare to Fort Myers
Date FlownApril 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"never be flying United again"

(United States)

Not Verified | United changed our flight 6 times then proceeded to delay all of our connecting flights and refund our seats for terrible seats by the toilets. When we landed we had to sit on the plane for another hour to get to the gate. My family will never be flying United again and I would never recommend it to anyone.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAuckland to Houston
Date FlownMarch 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

"the worst experience"

(United States)

Not Verified | Absolutely the worst experience I have ever had with flight attendant. Aircraft and Product were very good all staff was a very nice except one flight attendant was rude, aggressive and totally in the wrong job. I did let him know I have a service dog with me I showed him papers but he didn’t care if this is service dog he told me I can’t have him by me. He basically was standing behind my chair every min so he can see if the dog is inside cage he was so annoying. For 10 years of flying with my dog have any experience like that.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCancun to Chicago
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

“customer service was exceptional”

(United States)

Trip Verified | We were traveling as a family from DC to Switzerland but my son’s inbound flight from Syracuse was delayed jeopardizing his connection flight to Geneva. To make matters worse, we had his physical passport with us in DC! The supervisor at the UNITED terminal did her very very very best so my son could catch up and make his connecting flight. They could have closed the doors, closed the gate, found him alternative delayed travel options, but this lady, went above and beyond to give my son every chance to make the International connecting flight and he did! It was the start of our Spring break vacation and she optimized our chances to travel as a family. We are so grateful! This type of service builds allegiance to the airline. In an otherwise busy world, the type of customer service we received was exceptional.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to Geneva
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

“sad we have to be dealt with like this”

(United States)

Not Verified | United employee took carry-on bag checked it in without a tag and we’ve been going in circles to find it. Every phone call takes 20 minutes and you get different answers each time, after two months and 15 days and the letter that said that we will not be compensated today. They told us after three months, the bag gets salvaged we really feel that no one knows what they doing and no one takes a seriously it’s just so sad that we have to be dealt with like this but I guess this is the new norm.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteParis to Charleston
Date FlownDecember 2023
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

“The flight cancelled”

(United States)

Not Verified | The flight cancelled and they put us on a flight six hours later. We missed our connection flight to Europe and had stay overnight in San Francisco. It screwed our whole trip to Europe.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Diego to San Francisco
Date FlownMarch 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

"rude and didn’t provide a solution"

(United States)

Not Verified | My flight was delayed for 2 hours. I was going to lose my second flight so I asked for other options at the counter in SFO. The counter attendant told me that the only option could be just not to go to my destination. That was really rude and didn’t provide a solution. My flight keep being delayed even after the boarding. We were on board for an hour and 25 mins. Finally came to Denver but when I got here, I asked another United attendant to help me with my rebooked. And she didn’t even say sorry neither offer me vouchers or any type of credit for the inconvenience in my first flight. I ended up just calling on the phone and asked for them and the person told me I can only get them in the counter. So I called again and spoke to someone else on the phone and he finally helped me. He was nice. However , I couldn’t use the meal voucher in Mc Donald’s which was the only restaurant open. I ended up just eating salami and cheese from another airport store. Also, It wasn’t worth it to go to the hotel because I only had 3 hours to come back to the airport for my next flight. Honestly, this was my first time flying with United And I think would be my last time as well. I think it was just enough. I have been in the airport 3 hours. And still need to wait another 2 hour for my boarding time to the next flight to Orlando.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to Orlando
Date FlownMarch 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

"does not care about customer service"

(United States)

Trip Verified | United lost my luggage on a recent flight to Dulles. Since I had multiple business meetings to attend, I needed to go buy clothes and toiletries the night I arrived. After chatting with multiple United agents when I arrived in DC, they told me to go buy what I needed for my trip. I had 2 agents tell me they will reimburse me what I lost. In two separate chat sessions, I specifically asked about my cologne and headphones I use for running. I have screen captures of the agents telling me United would reimburse me for those items. When I turned in my claim (which I did not even list the time it took me to go buy everything I lost which ended up to be several hours), United Baggage Claim denied paying for the cologne and headphones, saying both those items are on their "Excluded" list. I proceeded (multiple times) to send the screenshots of my chat conversation with their agents, but they did not care. I told them multiple times that since the chats were considered "binding conversations" between myself and United, but it took me almost 2 months of phone calls, chats, and emails for United to finally make it right and reimburse me for those items. To make things worse, when I sent a couple emails to United Mileage Plus and United Customer Care to complain about my entire experience, not one agent offered any type of compensation for my trouble. They simply told me it is a Baggage Claim issue. I certainly did not expect financial compensation, which I could have knowing how many hours it took me to purchase the items that United lost. But one would think the airline would offer to give me miles towards a future flight to make up for their mistake. But no, not United. United obviously does not care about customer service or the customer experience. As long as they got your money.
AircraftEmbraer 175
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCleveland to Washington
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"employees are loud, arrogant and bossy"

(Netherlands)

Not Verified | Worst airline. This is 3rd time I fly with United via Houston: - each time I miss my connecting flight whether it is to Austin, Costa Rica or Panama - plane left late (like other times). The personnel on the airplane knows nothing and only refers to the App - wifi does not work on the flight. At Houston airport there where for 35 customers, 2 employees to help next to gate C3. All customers annoyed - most employees are loud, arrogant and bossy.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAmsterdam to Austin via Houston
Date FlownMarch 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

"absolute worst airline to fly with"

(United States)

Trip Verified | Awful airline! I spent $3k on tickets due to the weekend we were flying. Our plane was delayed 4 hours which they kept saying was due to the air traffic. Turns out it was due to the pilot walking off, it had nothing to do with air traffic. We finally get to board and my premium economy seats that I paid extra money for were given away as a free upgrade and they tried to split my seats and shove us in the back of the plane. I tried to contact customer service for a refund and they refuse saying I have no grounds for a refund and that the best they can do is a $75 United credit. As if I would ever fly United again, they are the absolute worst airline to fly with. You buy protection on your tickets and then you can’t even get your money back when the airline messes up majorly.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to Las Vegas
Date FlownMarch 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