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 3398 reviews
3/10
3 star Skytrax Rating
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10/10

"Excellent customer service"

(United States)

Trip Verified | Houston to Los Angeles. Excellent customer service. The flight attendant, Charles was incredible. Courteous, knowledgeable, very professional. Thank you very much for making our travel experience incredible. Keep up the great job!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to Los Angeles
Date FlownMarch 2020
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 could only get a voucher"

(United States)

Trip Verified | I planned a family vacation at the end of June and early July, back on January 1st. I am flying to San Diego with Delta, to Flagg Staff through American and home from Las Vegas on United. Unfortunately, with the corona virus, we are unable to go. Delta, American, Greyhound, Holiday Inn, Hilton, and Alamo all refunded me in full and wished me luck in getting a chance to go on this trip in the future. United however, would not refund my $2000 because they said I had bought "non refundable" tickets and I could only get a voucher to fly in the next 24 months. Every other company understood that these are bad times and refunded me "non refundable" money. Wake up United!! These are difficult times. Vouchers for a future flight does not pay my mortgage or feed my kids.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Albany via Chicago
Date FlownJune 2019
Value For Money 12345
no
10/10

"on time and very comfortable"

(United States)

Not Verified | European carrier left us stranded in Paris two days after the US issued the travel ban. Couldn’t get any answers from that airline in any way. US embassy in Paris was closed (thanks for nothing). Got a flight for the next morning on United within 2 hours, without being gouged. Flight was on time, and very comfortable in a Boeing 787. Thank you United-this seemed like a lifeline during a difficult and stressful experience.
AircraftBoeing 787
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteParis to Newark
Date FlownMarch 2020
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 want my money back"

(United Kingdom)

Trip Verified | Due to fly to USA but due to Covid-19 flight cancelled. I’ve asked for a full refund which according to Department Of Transport I’m entitled to a full refund but all they keep offering is vouchers. These are no good to us as we have ongoing medical problems so chances of us now going to USA are near zero even though advised them of this still only offer voucher. This is their latest email: Dear Mark Harrison: Thank you for sharing your concerns about COVID-19. We certainly understand your hesitation to travel as the current situation unfolds. After reviewing your reservation, we’ve determined we’re unable to offer you a refund. Based on the fare rules, your ticket is non-refundable and the itinerary isn’t included in our current travel waivers. We realize this may be a different outcome than the one you hoped for; however, we want you to know there are options: You can use the value of the ticket toward future travel. You would need to cancel before your departure date and book your new flight within 24 months of the original ticket issue date. Please note that there may be a service fee and a fare difference for the voluntary changes to the ticket. If you want to keep your existing reservation, you’re all set. We’re closely monitoring this fast-moving situation and updating our travel waivers accordingly. We encourage you to review them on united.com close to your travel date for any new information. We appreciate you choosing United. Sincerely, United Refunds I want my money back not a no good voucher
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Los Angeles via Washington
Date FlownApril 2020
Value For Money 12345
no
1/10

"Terrible company"

(United States)

Trip Verified | I purchased 4 tickets to the Dominican Republic from DC with a stop in New York City prior to Covid-19. Shortly after the Covid lock downs, the Dominican Republic closed it's borders. United only cancelled the second leg of the trip, which meant they were charging us $2200+ to fly to New York, the epicenter of Covid in the US. Mind you it's about a 5 hour drive from DC to NYC and NYC was shutdown. Who in their right mind would pay $2200+ to take that trip? The only option they gave us was to cancel the first leg from DC to NYC and now they are using this as a technicality not to provide a refund (because we initiated a cancellation on a basic economy flight, even though they cancelled the flight to my destination due to the border being closed). Go to NYC for what? There were no hotels and the city was shut down due to the pandemic. How does this make sense! United should have cancelled the entire trip and issued an immediate refund. This is how they are treating the American taxpayer despite getting bailed out with our taxes. Terrible company. According to the Department of Transportation, if the airline cancels the flight or there are significant delays, the customer should receive a refund. I can't buy food with an airline voucher.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to Puerto Plate via Newark
Date FlownMarch 2020
Value For Money 12345
no
1/10

"do not care about their customers"

(United States)

Trip Verified | I booked a flight back in March and cancelled the flight due to COVID-19. United gave me airline credit and I asked for a refund because I'm currently not working and have a family to provide for. They didn't care and said that I have the flight credit for 2 years. And I explained to them that I will not be traveling anytime soon due to financial hardship. I don't understand how a company can be so harsh and cruel, especially since people are out of work due to COVID-19. I was a repeat customer of United Airlines, now I will never fly with them again nor encourage others to fly with them. They do not care about their customers.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to San Antonio
Date FlownMarch 2020
Value For Money 12345
no
1/10

" We need refunds not vouchers"

(United Kingdom)

Not Verified | United is the worst airline! The way they are treating customers during the pandemic is shameful. We need refunds not vouchers. They could be winning over customers like their competitors but instead are screwing them over!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChattanooga to Chicago
Date FlownNovember 2019
Value For Money 12345
no
1/10

"I was offered vouchers"

(United Kingdom)

Not Verified | Booked two return tickets Heathrow to New York with United Airlines travelling 16th-21st April through Expedia. On 18th March flight times were advanced by 3 hours now departing at 12:00hrs not the 09:00hrs times. The return flight delayed by 2 hours. On 16th March UK Foreign Office directive was 'against all but essential travel to the US'. Also, on 16th March, US Homeland Security suspended, UK citizens travelling from the UK, entry into the US (If arriving would be quarantined 14 days)! On the 31st March both flights were cancelled by United Airlines via Expedia. I have now written numerous emails to United Airlines and have only received standard replies. Hiding behind the small print - T&C's state that if United Airlines cancel a flight a refund is in order unless another flight is available with 6 hours of the cancelled departure time (inc non refundable tickets)!! I wrote to the CEO only to receive a 'phone call from Customer Services telling me that a flight left Heathrow at 10:00hrs on 16th April and we should have been on it ? The very day the UK and US restrictions were introduced. I and Expedia knew nothing about this flight? I had NO tickets for this flight, no seats booked and no hold baggage paid for! I am horrified that United Airlines, given all the above restrictions on travel, could expect anybody to fly! United Airlines has no integrity, is unethical, dishonest, unrealistic, devoid of Customer Service and just a money grabbing outfit all for the sake of 2 tickets. I was offered vouchers which were not acceptable, and in any event, after all of the hassle, I would not set foot on a United Airlines aircraft. Note both American Airlines and Delta have refunded, non-refundable tickets!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Newark
Date FlownApril 2020
Value For Money 12345
no
1/10

"United wouldn’t gave a refund"

(New Zealand)

Trip Verified | Absolutely disgusting. Couldn’t make it to our trip since our home country went it to lockdown because of the virus. United wouldn’t gave a refund because they are non refundable.. I guess that’s what they saying to everyone. Never use this airline again. And wouldn’t recommend it to anyone, because in case something happens you wouldn’t get your money back!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLas Vegas to Fort Lauderdale via Houston
Date FlownMarch 2020
Value For Money 12345
no
1/10

"United refused to fix their mistake"

(United States)

Trip Verified | I had a horrific customer service experience with United Airlines recently and am absolutely mortified at how poorly I was treated, on top of United’s complete lack of disregard to its customers. I booked a United trip from SFO to PDX in December and rented a car through United (through Dollar UA). United messed up my booking at the airport, saying that I was going to be picking up the car from Portland City, even though my reservation stated PDX. This caused confusion at the Dollar UA counter, and caused me to incur and additional $50 in price due to United’s mistake. United refused to fix their mistake, and started pointing figures to Dollar UA, which then pointed fingers back to United. The customer service representatives I encountered were extremely unhelpful and highly incompetent. This was a months long saga that remains unresolved at the hands of extremely poor customer service and mistakes on United’s part. I feel United stole $50 from me and refuses fix their error, let alone admit any wrongdoing. They have lost a customer for life due to this horrifying and debilitating customer service experience that United can only blame themselves for.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco to Portland
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no