United Airlines

✅ Trip Verified | Washington to Frankfurt. United Airlines continues to disappoint, which is why I have not flown them on an International flight for 4+ years. Was attracted by the "hype" of the new Polaris service, but it is much-ado-about-nothing. IAH President's Club is a joke. The beer & wine selection is limited to 1 or 2, or they want to charge $9 for a drink - nice touch after you have paid $5,000+ for a ticket. Food offerings consisted of some trail mix, some cold veggies & some soup. How United believe they can compete with this type of inferior International service is lost on me. No United Execs have apparently never flown on the International competition, or they would be embarrassed to hype Polaris. Flight attendant came around 1 time during the 1st hour of the flight - once. I had a glass of red wine, but when she returned for her 2nd visit, she announced they had already ran out of red wine for the remainder of the flight. This fairly well sums up the entire United approach to their International business class product. Won't fly them for another 4 years.

✅ Trip Verified | Los Angeles to Houston. Yet another dumpy old United plane. Further underscores why I never fly United for my International trips, and rarely fly them domestically. The only consistency with UAL is their continuing ability to disappoint. Both in equipment and service delivery. Even if you have a 1st class ticket it does not gain you entry to the UA Club Lounge, but that is no big loss, since UA's lounges are below mediocre at best. United, like American and Delta, are the best sales promotion tools that International airlines have.

✅ Trip Verified | Phoenix-Skyharbour to Chicago O’Hare. My flight departed from Terminal 2, which was a nice and quiet terminal without the regular airport hassle. There was no line at check-in and no line at security control. My flight was early in the morning and I had a light breakfast at the United Club. Interestingly enough, UA operates their won lounge at Phoenix: Staff was nice and the food offerings more than sufficient. It was a nice and calm lounge and the staff was very friendly. Even though it was before noon, the bar was already open and I had a drink or two. Boarding process at the gate was on time and professional, with us boarding in our boarding groups. The flight was good and the Economy Plus seat was comfortable and offered enough space. The A319 was stylish and had leather seats, Wifi and personal entertainment. Friendly crew, tasty food. I cannot complain and would choose United again.

✅ Trip Verified | Chicago to Munich. I reserved a seat in the Economy Plus section (emergency exit). Boarding was punctual and efficient. I slept almost the entire flight. A friendly flight attendant woke me up for dinner to check if I would need anything. Whenever I woke up a couple times during the flight I saw that my empty water bottle had been replaced by a fresh one. I missed the ice cream but the flight attendant had reserved a cup for my breakfast. Seat was comfortable enough. I just used the TV the last hour before landing but the variety of programs is good. All in all a good flight with a friendly crew. I recommend United Airlines.

✅ Trip Verified | Houston to Frankfurt. Seats are much too narrow - you’ve got to hug yourself in order to leave your neighbor alone. My girlfriends entertainment system kept crashing. Everything seemed to be outdated and a bit dirty. Legroom in Premium economy was alright, but no space for the shoulders - it almost felt like a livestock transport. Service was nice, but I will avoid United in the future.

✅ Trip Verified | Las Vegas to Greenville. Never notified that flight was cancelled until checking bags. I didn’t get home until next day, had to sleep in airport, lost wages from job because returned a day late. I didn’t get a sorry, or a comp or anything I was thousands a miles away from my kids in Las Vegas scared and very bad experience for a first time flyer. I had a horrible experience and I have called and emailed headquarters and top officials and no reply or call back. Very unprofessional, very bad and unpleasant experience.

✅ Trip Verified | After a recent business trip to Tucson, my coworker and I received the worst customer service from not one, but two United representatives. We arrived at the Tucson airport about an hour and a half early and while we were heading to our gate we received a push notification that the flight was delayed so we went and grabbed food, and set up at a charging station a few gates down. When it was getting close to the time that we would need to start boarding, we walked over to the gate and found out that the flight left at its scheduled time. No updates, no announcement for boarding, nothing. The woman at the gate laughed it off saying that when the pilot wants to leave the pilot leaves. With no more flights leaving from Tucson that day on United, we were infuriated. The woman was not empathetic, wouldn’t look us in the eyes, and gave us no other options but to stay in Tucson (not comped by United, mind you) and arrive to Cleveland at 3pm the next day. We called the customer service line and the representative literally said “I don’t understand why you weren’t at your gate, you should have been there”. After he also unempathetically didn’t even try to help us, I asked to speak to a manager. I’m pretty sure I spoke to the same guy who just changed his voice into a higher pitched tone. He said the same and wouldn’t even give me a refund, gave me a hard time about missing the flight and said that he knows that they make courtesy announcements before taking off. Apparently you don’t, or I wouldn’t have been stranded in Tucson. After finally calling again and speaking to a much nicer woman, we were able to get a partial refund and bought tickets on American Airlines flying just a few hours later. I’ve never had such a poor customer service experience in my life and will never fly with United again unless absolutely necessary. Taking my business elsewhere!

✅ Trip Verified | Absolutely terrible service and we will never be flying with you guys ever again. We called the night before to make sure everything was okay with the flight and it was. However, when we get to the airport which is 2 hours away from where we live we get a call once we are at the airport that the flight was cancelled. So, we think that we will just be getting on another flight so we will still be able to get to our destination that day. We stood in line to check in for about 35 minutes and then the person there, after failing to put in our confrontation code 3 times, told us that our flight has been rescheduled for tomorrow and that we might not even be able to get on that flight. I’m really disappointed in United Airlines in their lack of communication. We weren’t even told why the flight was canceled. They wasted our time and lost our business. Not that they truly care but my mother’s family who were suppose to pick her up took the day off work and my mother, who hasn’t seen her family for many years now, is forced to go back home and wait because United Airlines can’t get their priority’s straight. Your customers should be your main priority and clearly they aren’t.

Not Verified | MBS Airport to Reno. Will never fly with United again. There were multiple maintenance issues - 2 on one layover at Denver, and 1 in chicago. The Chicago flight we ended up turning around due to hydraulics issues which caused us to miss our connecting flight. There were no agents at the gate to help us find a new flight so we had to call. The first time we called they hung up on us. All in all we were almost 7 hours late to our destination. I'm guessing they aren't using great planes if they had that many issues and awful customer service. Will not recommend to anyone.

✅ Trip Verified | Chicago to Phoenix. Due to a mechanical issue the airplane was delayed and we sat on the plane for 30-45 minutes. While I would have preferred an ontime arrival, delays can happen. The crew was very professional and served snacks and water and informed us continuously and the doors were reopened just in case somebody wanted to leave the aircraft. United proactively rebooked me on a later flight just in case the issue would not have been fixed. In the end we did depart with a delay. The rest of the flight was uneventful. I was flying Economy Plus and the seat was comfortable and offered enough legspace. United Economy Plus is the same seat and same onboard service as it is in regular Economy but with some inches of more legspace. I just flew with a different us carrier in the Premium Economy Class/Comfort Plus class and they also offer a free alcoholic drink and a premium snack in the Economy Plus section. United should do the same thing and upgrade the Economy Plus section.