United Airlines

✅ Trip Verified | Thank you to Rajneeta Smith of United Airlines who showed us kindness on our flight, when she learned of our long journey and short connection times she arranged for us to have some food and a blanket for the rest of the connections. She was genuinely concerned for our wellbeing and ensured we had plenty of water to drink: Very professional and an asset to the company, thank you for making our long journey a little easier!

✅ Trip Verified | I paid a tidy sum for my ticket only to be told I'm only entitled to board with one personal item, so my carry on was checked at a cost of US150. I'm an A.A. customer but was not getting the usual flights I desired, hence the reason for using UA. Huge mistake, I will never use United Airlines again. What was even worse they announced that complimentary check in would be given because of overhead space issue but because I hold a basic economy ticket I was made to pay - worst airline ever! Not to mention no beverage offered from Atlanta to Houston

✅ Trip Verified | Suzette Porter is an extremely professional and passionate employee. I wish she was available when I arrived to SAT, maybe things would’ve turned out differently. She is exactly what all United ticket counter employees sure try and emulate. Attentive and in front of their computers instead of talking to employees away from the counter and avoiding eye contact with customers checking in. I would like to start this post by stating “I missed my flight”, no one else’s fault but mine. When I arrived 30 minutes prior to my flight the first ticket counter staff there was not helpful or empathetic to the start of my debacle. Stating I will not be able to fly out until tomorrow morning with many flights available which was not a possibility and needed to be at a work function in D.C area. After 2hrs and 30 minutes on the phone with my travel coordinator, I was able to get an earlier arrival flight with American Airlines and my United ticket was fully refundable. Thank you all for your help getting me to my destination.

✅ Trip Verified | Embarrassed for United. I booked a direct Ft Myers to San Francisco flight on one of the newer routes is developing. I paid extra for this flight. However, due to mechanical issues after a five hour delay the flight was cancelled. Ultimately I arrived in San Francisco after a 12 hour inconvenience. Then on the flight home I opted to stay a day later to make up the lost day. As a result I had to be routed SFO-DEN-RSW. The SFO-DEN flight was delayed at the gate twenty minutes, but the flight crew was able to make up the time and we arrived the airport on time. Unfortunately, both of the 777 capable gates were occupied and so we got to wait on the taxiway for long enough time for me to miss my connection home. The next flight is tomorrow on standby at 935 or confirmed at 5:45pm. On the bright side I got a free room and night in Denver. I also was given a $150 travel credit. I wonder if it would just be cheaper to have flight operations and mechanics better paid and better managed? Also, the seats are miserable in coach. No elbow room and the seat pitch is murderous. Flight attendant staff were pleasant and professional on the triple seven. United can do better than this.

✅ Trip Verified | This whole trip was a nightmare from start to finish. When I got to BWI for UA730 leaving 6:10am for SFO on March 5th, the usually deserted United desk was a teeming mass of panicked passengers. When I looked for the self-serve boarding pass kiosks (I only had carry-on), I was dismayed to find that they were all gone. After the experience of a colleague with making a confirmation and then missing the flight due to car trouble, I make a point of only confirming at the terminal. Nonetheless, I tried the link on the text from United and it directed me to download the United app. I then had to wrack my brain to remember my United password, but was able to provide it. Once it downloaded and I confirmed, after some effort I was able to find the tiny "boarding pass" link. My phone was only 10% charged and I then had a race against time to reach the gate before I lost my digital boarding pass. I did make the flight, but barely. Too bad United didn't tell us in advance that they were making these changes. On my return flight the crew just stood there smiling while all the overhead bins filled up and the passengers, including me, were standing around helpless. They finally informed us that we would be allowed to put our rolling luggage in the first class bins. At my DIA connection the crew were again all smiles. Only after I was in the terminal did I realize that my hour layover was suddenly much shorter. The crew had failed to mention that the plane was thirty minutes late and maybe people with connecting flights should run? I further didn't realize at first because it seems that United has eliminated the arrival boards at DIA . I staggered to the gate as quickly as I could, only to arrive one minute too late (by the clock) and the gate attendant stonily informed me I could not board. My dismay was dispelled when a uniformed stewardess stopped next to me and she told him that she also needed to be on the plane (I think she said she had been on the same flight from SFO) and that she was "dead-headed", which apparently meant that although she wasn't scheduled to be crew on the missed flight, she would end up missing another flight where she was needed. The gate attendant told both of us he would see what he could do and called up his superior. He then told the stewardess that she could board but that I was still out of luck. I then asked for help rebooking. He informed us there was another flight to Baltimore but that it was too late to make the gate, so we would best go to the customer service desk in the other terminal. About maybe one hundred yards along (seven gates) I was shocked to see "Baltimore" on the gate! I rushed to it, but the gate was literally closed in my face and was again told I was too late. Apparently this was the flight the other gate attendant was referring to was this one! We could easily have made it if we had known! The flight was marked as being 10-15 minutes late so perhaps he was not aware of this? Nonetheless, it would have been easy to just call ahead and check or to tell us to run and hope. I ended up having to take a flight back to California to LAX and from there a red-eye to finally arrive at BWI. At least this part of the journey went without a hitch. I will never fly United again.

✅ Trip Verified | I was boarding the plane from Columbus Airport on my way to travel to Israel for a 10 day pilgrimage. After I took my seat, my smart watch verified me that my cell phone was not on the plane with me. The crew and attendants were already boarded and the cabin was shut. I was 6 months pregnant at the time of traveling with a husband and 2 children under the ages of 5 who were back at home that I wished to keep in contact with during my travels. I spoke with a flight attendant regarding my missing merchandise and she went above and beyond to ensure I had my cell phone before the plane departed. I am forever grateful for the generosity and stewardship shown by this flight attendant to ensure I was able to keep in contact with my family during my travels.

✅ Trip Verified | Flight was cancelled, they claimed it was due to weather. Other airlines were flying into Rochester, not sure why United couldn't fly. We ended up flying into Buffalo, however, we needed transportation to Rochester.

✅ Trip Verified | By Aspen standards, February 16, 2023, can only be described as a perfect day to fly. We arrived in Aspen airport at about 12 noon. Our flight United Express UA4720 was scheduled to depart at 1:52pm. Our boarding passes stated we would commence boarding at 1:27pm. The following Texts received from United: Flight UA4720 is delayed because an earlier impacted your plane’s arrival. It now departs at 2:06pm. Flight UA4720 is further delayed because we are waiting for a gate to become available. It now departs at 3:00. -Flight UA4720 from Aspen is further delayed because we are waiting for gate to become available. It now departs at 3:35. You can rebook your flight to a different day. Flight UA472O from Aspen to Denver is delayed further because it is taking longer than expected to load baggage. It now departs at 4:05. You can rebook your flight to a different day. Flight 4720 did not pull away from the gate until 4:30pm. Due to incoming flights, and being in queue behind a caravan of about a half dozen private jets, we were not cleared for takeoff until shortly after 5:00pm. Due to incoming flights, and being in queue behind a caravan of about a half dozen private jets, we were not cleared for takeoff until shortly after 5:00pm. We missed our outgoing flight and the last flight for the night to Washington DC by approximately 20 minutes. After waiting in line at customer service for almost an hour, the final indignity from United Airlines was the complete lack in compassion from customer service. It was now after 7:00pm. Not allowing my frustration to get in the way, “can you offer us hotel compensation as our departure from Aspen was not a weather related delay”, I calmly asked the agent. “No, I’m very sorry, we can’t offer you a voucher because our computer indicates your flight was held back by the control tower at Aspen Airport”, she responded. I showed her the series of texts we received indicating the contrary and she would not budge. “We have to go by what is indicated in our system; you should address your complaint to Aspen airport” “We have to go by what is indicated in our system; you should address your complaint to Aspen airport”. “As a courtesy, can you at least provide us meal vouchers for dinner?” “No, I’m really sorry, it’s against United Airlines policy”, she countered. With an imperative demeanor, she handed us two water bottles each containing toiletry kits. We have been traveling to Aspen for holiday more than 20 years to enjoy skiing on world class ski slopes, as well as indulging in the many other diversions Aspen offers. In conclusion, we can no longer depend on using United Express as a reliable airline for our future travel needs and will choose a method of conveyance which is more amenable to reach our destination.

Not Verified | Discount airline in disguise. Discount airlines boast low fares with the clear understanding that everything including seats selection will be an add on. United operates as a discount airline without the low fares. No electronic boarding pass as you can with any other airline including discount. Economy legroom is less than jet blue! Paid for wifi Not working. Paid for airport lounge So crowded and hot that we left the lounge, people sleeping everywhere and we couldn’t find a seat … to go back into the terminal where the sit down French brasserie had better food (only subs in the lounge) at the same cost per person as the lounge. We checked in one terminal but our gate was 3 terminals buildings away. $700 per person for inconvenient uncomfortable experience for a 2.5 hour flight. When I buy discount airline tickets, I’m not upset because of the trade off with the fare.

✅ Trip Verified | Flying in United's Polaris is generally a pleasant experience. On this particular trip, the chief steward was really excellent and most of his staff were good, as well. The meals are still pretty basic for business class. Basically a two plate meal and dessert. Quite a downgrade from pre-Covid times. No longer do they offer any type of Japanese cuisine for the main meal which doesn't make good sense to me. That said, the flight, while not extraordinary, was just fine. Entertainment options were plentiful. Everything went smoothly. My only disappointment would be in the meals, neither which can compare to those offered by Japanese airlines on the same route. I also found the staff to be courteous and attentive throughout. Announcements, though infrequent, were helpful and friendly.