United Airlines

❌ Not Verified | Detroit to San Francisco. Terrible experience! Flight delayed 2.5 hours because of “fog” but other airlines were still flying to the destination. I specifically packed light to use a carry on and ended up having to check my bag because the overhead space was full. Only half of the passengers were boarded at the time of my arrival and I witnessed passengers getting on the plane after me that were able to find space in the overhead bins. Expressed my concern of checking my bag with the flight attendant and she said “I’m on the verge of tears too. I just can’t right now.”

✅ Trip Verified | I would like to start off by saying I have never been treated so rudely by any other airline staff. I was supposed to fly from Newark to Miami on May 15. Due to some of the weather we were experiencing united sent out an email stating that I was able to change my flight to an earlier flight or later flight because my flight would more than likely be delayed and or canceled. In this email it also stated that I was able to change my seat for free as long as it was in the same class cabin (economy-economy plus). I then called United to have my flight changed which would in turn change my seat. I was flying economy but the only available seats were for economy plus however that did not matter because United said that they would waive any change fees and any seat change fees. When I called to try and have my flight changed I was spoke into extremely nasty, I was told I didn’t know what I was talking about, and I was told "that’s just how it is", when I try to explain that United had already waived the change fee for the seat and customer service was still trying to charge me $150. I was determined to get on this flight as my scheduled flight was already delayed five hours. The flight I was trying to get on was delayed an hour. I did not give up as I went to the airport went through TSA and got to my gate. I had to physically show the email to her United worker to get them to believe me. I do not understand how the company is not in sync with their employees. How are you sending out mass emails that your own employees don’t know about it makes no sense at all. I was hung up on three times and treated very poorly. We used to like flying with United but lately something is gone bad. Take note from Southwest and learn how to treat your customers.

✅ Trip Verified | I traveled from Houston to Boston via Washington, DC on United Airlines in basic economy. It started off badly because you need help checking in at a kiosk if you are in basic economy and not checking a bag. A representative has to check if your item can got under the seat. I had one item that would go under the seat and a plastic bag full of paper work I was sorting. The United airlines attendant said could I get the small plastic bag into the other bag and I responded that I was sorting and it would be empty by the time I got to the gate. She said I am sorry but I cannot let you check in unless you put the contents of the plastic bag in the under the seat bag. I stayed at the kiosk and started the sorting through my papers. A supervisor came up and approved me saying I was only allowed one personal item, which I knew. I then went over to a seat and sorted my papers, then went through security with only one personal item. The flights were good otherwise with free soft drinks and coffee. I will fly them again in the future.

✅ Trip Verified | Houston to San Francisco. I had an absolutely horrible experience with United (as I almost always do), but this time will never use them again. I payed a lot of extra money for a late flight one evening (8 pm), and then they kept delaying it due to “weather” in San Francisco, even though every other airline’s flights had no delays or cancellations to SF. They eventually cancelled my flight due to said weather at 10:45 pm (another United flight to SF at 11 pm that night took off without delays so I know it wasn’t weather). Then I had to get in line for an agent to rebook, which was >100 people long. In the hour I waited, I called United and was placed on a “5-10 minute hold” that was actually >30 minutes, only to tel me there’s nothing they can do. When I got to the agent finally, around midnight, he rebooked me for an AM flight and gave me a 35% discount to nearby hotels but no free stay since the cancellation was “out of their control.” He promised me that if I payed for the hotel however, that United would reimburse me no questions asked. I confirmed this several times and he literally promised me this is the case. I payed $100 for the nearest hotel and spent the night. I filed the complaint to get my money back and they replied 5 days later with a short email saying they will not reimburse me anything but hope I can overloo this and continue to use their airline... I called United to clarify and they said customers are unable to speak to customer service on the phone, only email. This has been an infuriating process and I will certainly never use United again.

✅ Trip Verified | Albuquerque to Raleigh Durham via Denver. This has got to be the worst experience with an airline. Never in my life have a missed a flight and due to unforeseen circumstances we were running a bit behind. When checking in our bags there was a further delay due to some baglogs with the luggage’s. Since we were running behind, we asked how we were doing on time for boarding and the lady looked at our bags and said we had plenty of time. Then the TSA line was running very slow and were not able to do anything for us to expedite the process. We run to our gate and we find the gate closed but the desk attendant was opening the door for a passenger, but then as she is closing the door while the plane is still there, she just says YOU’VE MISSED YOUR FLIGHT. - again, she had just opened the door for a man right in front of us. The plane was Still there for another 7-10 minutes before it got disconnected from the bridge! Now there is no other flight to get us home until midnight, minded that we pleaded with her and told her that we have another flight to catch in the morning to Chicago. I understand the policy of getting to the airport with plenty of time to spare, unfortunately our morning was filled with issues that held us back. I don’t know what was going on with her day but that sure is not a way to show customer service. She was also rude and not cared one bit about our situation. I hope that as a corporation you are also training you employees about customer service, care, and a bit more of humanity. Neither her nr her manager at the ABQ airport showed neither of the characteristics of a position that requires customer service characteristics. I will never fly this airline again and I will make sure to share my disappointing experience with others. I hope you can use this to train your employees better.

❌ Not Verified | Newark to Boston. Although long waiting line at security screening, rest of the boarding process from check in to deboard was smooth. No baggage lost, clean cabin, on-time departure and arrival. No complaint at all.

✅ Trip Verified | United is the worst airline I have flown. All day of traveling. Flights delayed. Board a plane from Fort Lauderdale to Key West and have to get off cause something is wrong with engine. Miss my direct flight to Key West cause I was given the wrong directions from a worker. Had to pay $50 to check a carry on. Had to go through security twice cause lady wouldn’t take my bag at the gate. I will never fly United again.

✅ Trip Verified | Charlotte to Cancun. This will definitely be my last time to fly American. We were wanting to eliminate a long layover and had already sought out another flight to transfer too. We were then bounced around between customer service employees who would tell us they couldn’t help us but the next person would be able to. After meeting with three different employees, we finally had someone tell us our tickets were not applicable for flight transfers but gave us no rationale why. The customer service is poor, unprofessional, and lacks quality. I will never use this airline again.

❌ Not Verified | Raleigh Durham to Medford via San Francisco. This flight was delayed 5+hours meaning our connection in SFO would be missed. United refused to offer a food voucher, refused any hotel accommodations in SF and refused any compensation for the flight delay. Called United and talked to supervisor Chris after an 1.25 hour hold. He just said, “can’t help you, write a review”. That’s it. I have never had a supervisor be so rude. This is the second time I have had an issue with terrible customer service with United in the last 8 months. The last time they would not let me cancel a ticket when I had bought trip insurance. I have never been treated so poorly. Very sad that this airline has zero customer service, and has gone from one of the best airlines to one of the worst. Hopefully they will care about these reviews and try to improve. We will see.

✅ Trip Verified | Bozeman to Kauai. Flight coming out of Hawaii, 3 hours late getting out. My sister's flight had to be rerouted to Billings so she would make work. She will have to find a ride the day after back to Bozeman to get her vehicle. My daughter's flight was jacked kind of both ways coming out of Washington was fixed so she could make it to Kauai, her flight home which was a different flight, ended up with an 8 hour layover in San Francisco after an all night flight, I ended up with a 12 hour layover in Denver. After talking to my son, his last flight with United left him stranded in Seattle and he had to rent a car to get back home to Tri cities. No apologies, no refunds, this is not acceptable. Will stick to Alaska and Delta in the future.