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 4843 reviews
3/10
3 star Skytrax Rating
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1/10

"Absolutely worst airline"

(United States)

Trip Verified | Absolutely worst airline. Totally unreliable always delayed. They should put more effort into improving the quality of their service and learn how to be more reliable!
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteMiami to Newark
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
9/10

"He was very kind and helpful"

(United States)

Not Verified | My wife and myself want to thank Mr Flores, who works for United Airlines. Mr Flores kindly help us in all aspects , that is obtaining the boarding pass and checking our luggage, for both of us. He was very kind and helpful And we want that United Airlines takes note of this. Our flight was from IAH Houston to Puebla. on March 5 2024.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to Puebla
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"the seats were way too small"

(United States)

Not Verified | Everything about the airline was good but the seats were way too small. The only thing I think they should improve is bigger seats especially for economy class.
AircraftBoeing 737-700
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLa Guardia to Houston
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"we had a good flight"

(United Kingdom)

Trip Verified | I am not sure if we were just lucky or what judging from some of the other poor reviews of United but we had a good flight with them and I thought they were OK. I would fly with them again. We got a cheap ticket compared to some of the other airlines on offer. I was pleasantly surprised by the legroom in economy. It was about a 9 hour flight going and just under 8 coming back. The food was basic rice and Chicken/pasta type fare but edible and a pizza roll/breakfast bagel later on. The entertainment was a large selection of movies, TV and games. Staff were polite but kept busy. The flights were both on time and the plane in economy was about three quarters full so there was room to spread out a bit. We were delayed about 20 minutes going due to a technical fault but made the time up on route.
AircraftBoeing 767 BOEING
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Chicago O'Hare
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"do my best to avoid United"

(United States)

Trip Verified | Significant delays that could be avoided with expedited boarding. Took 45 minutes to board the plane, but United prioritized class differentiation over flight punctuality, even when the flight was already delayed 30 min. This caused additional delays on the tarmac, and the flight was ultimately 70 min late. On arrival, a flood of missed-transfer folks were being jammed off the plane, further delaying all others. Seat assignment: Economy now means they auto-assign your seat - after a forced airport check-in (boarding pass says "See Agent")! Extremely inefficient process: forced to check in online, then at the airport kiosk, then at the agent desk (despite having no checked bags). Plus I'm assigned a middle seat despite the window seat being open. Are these inefficiency tactics (for both passenger and airline) designed to humiliate me into paying more next time to choose a seat? Or just poor fulfillment software? What a mess. Seat: Knees jammed into front seat (although I am 6'2), all storage pouches destroyed. Service: flight attendants were nicer than my previous United flights. Verdict: Despite living in SF, I will do my best to avoid United in the future.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteVancouver to San Francicso
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"United is not reliable"

(United States)

Not Verified | Unable to check in online unless we upgraded at a cost of $40 each. The upgrade on the first leg got us the last row on the plane. For the second leg which was 31/2 hours late, one of us got a center seat. How is this a upgrade? Save your money, United is not reliable!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNewark to Buffalo
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"What a fiasco"

(United States)

Not Verified |   On both our incoming and outgoing trip to Peru, United Airlines was massively delayed for hours due to some technical issue. What made it so frustrating in the Lima airport is that when we try to check in, the people on the same delayed flight were pretty much delineated from the other people with different flights and were made to wait a bit longer. It was really frustrating to arrive early and then have all the other folks who came later than you leapfrogged over. This made it very frustrating since my husband and I could have used that time to be chilling in the lounge. United should compensate for the pain and suffering that they put us thru—- not just on the delay but also for the added insult of having to wait longer than normal to check in and drop our bags. What a fiasco. I will think twice about choosing United again when we fly.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWashington DC to Lima
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"comfortable and spacious"

(United States)

Trip Verified | On the DFW-IAH outbound flight, there was no cabin service due to the very short duration. Flight departed on time and landed on time. Premium Economy seating on the Boeing 737-9 Max and 737-900 is very comfortable and spacious. No delays outbound to CUN and inbound to IAH. Cabin crew on both legs provided friendly service. Slight delay inbound to DFW from IAH. Again, limited cabin service was provided due to very short duration of flight. We appreciated the pilot flying at a lower level altitude to turbulent weather. ICE on all flights worked very well with the added bonus of being able to connect through T-Mobile Wireless to text, Whats App and catchup on Twitter.
AircraftA319 / Boeing 739M / B737-900
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteDallas to Cancun via Houston
Date FlownFebruary 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

"I’d have expected it in the 80s"

(United States)

Trip Verified | Unbelievable. Again they’re collecting your carry on items before boarding the plane which makes no sense as then they could simply say no carry on items allowed and then at least people can plan accordingly. The airplane was ridiculous in size, age, comfort. I have never seen anything like this! It’s 2024 and that was a flight like I’d have expected it in the 80s. If even. I was close to not even getting on this aircraft.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteJackson to Houston
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Such terrible customer service"

(United States)

Trip Verified | The Flight from PIT to ORD pushed back from the gate, but then the pilot said there was an issue with the brakes. So we went back to the gate and sat there for 90 minutes. The plane was in PIT all night long – why wasn’t someone checking out the plane and making it sure it was ready to go first thing in the morning. They let us get off the plane in PIT, and we tried to book another route to HNL that day (via NWK), but then United customer service told us to get back on the plane, because we could still get to ORD and make our connection. But there were more delays once we got back on the plane. It finally took off 2 hours late, and there was some small hope that we could make the connection in ORD. But then there were air traffic delays in ORD (which United should have seen ahead of time!) 3. When we finally landed in ORD we ran to the nearby gate for the connection to HNL only to learn that the flight had departed ten minutes previously. There were 20 passengers making the connection from the PIT flight to the HNL flight. United could have easily held the flight for another 15 minutes (the flight was scheduled to land EARLY in HNL as it was!) to allow all of us passengers to make the connection. Your failure to do this demonstrates your complete lack of care regarding your customers. Your customer service options totally suck. We tried to use the kiosks in ORD to rebook a flight, but they were not working. No one answered your customer service phone line. The line at the customer service desk was over 50 people long. I tried to use a Day pass to enter a United Club near the gate, but they were not accepting Day Passes. We walked to another United Club and I used a Day pass to enter and get help from the customer service agents there. While the agent was helping, she was providing options, and I needed to discuss them with my wife who was waiting outside. I went to get her so she could help make a decision re rescheduling our route to HNL, but the women at the front of the United Club would not let her in without a day pass – even though we did not want to use the facilities, did not want to stay, and only wanted to get our flights rescheduled. I demanded to speak with the manager who took his time coming to speak with me, and then he was a corporate tool and would not let my wife in for 5 minutes to help with this rerouting, either. Such terrible customer service, for what was already a bad experience, was completely absurd and unacceptable. We got rebooked on a flight to SFO and then on the HNL, but when we went to the gate for the flight to SFO, it was delayed by 3 hours! So we would miss the connection to HNL! (that flight was eventually delayed by 6 hours total. Can United not keep your planes in working order?! Seriously?!) So, we got rebooked again on the flight to HNL the next day – missing an entire day of our vacation in Hawaii. Thanks a lot United! The agents that rebooked us for the next day arranged a hotel voucher at a not very impressive hotel in a sketchy part of Chicago, and gave us some food vouchers. But they did not tell us that the food vouchers were only valid inside the airport. Even though the vouchers say they work like any prepaid credit card, they do not! They only work at airport locations. This is not helpful when we are going to a hotel at noon and need to wait until the next day at 10 AM to fly out.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePittsburgh to Honolulu via Chicago
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no