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 3731 reviews
3/10
3 star Skytrax Rating
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1/10

"they were very disgustingly rude"

(United States)

Trip Verified | Not only was I charged twice after I sat there and told him not to run my card after he asked for the CV numbers on the back yet on the back and then sure enough while I was standing inside the airport as he could not give me my ticket I had already purchased. Nobody had an answer in the end I had to speak to a supervisor named Raymond who let me know they would be refunding the $96.20 but it would be a few days now what with that little bit of money tied up whether it was a little bit of change in my pocket or all. I had at the moment that was a Unauthorized transaction by a gentleman who had me on the phone for an hour and still no solution. I talked to another sweet lady after who transferred me to one of the managers who told me I hadn't paid - we paid as I stated earlier. I had no ticket so when I went to search it and asked where it was he asked did you want to still book this. I answered with confusing letting him know I thought it had been booked as I was charged for it. Later on this afternoon around 2 o'clock I get another email from the manager at the airport asking me for my confirmation number which I gave him - he could not find my reservation and the end after 20 minutes of running around answers back don't answers back "oh I see it you are good to go"! No one ever said I'm sorry for the inconsistency or inconvenience anything they were very disgustingly rude.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNashville to Saginaw via Chicago
Date FlownSeptember 2021
Value For Money 12345
no
1/10

"Total chaos at Newark"

(United States)

Not Verified | Checkout closed 1 min before we got to desk due to an extremely long queue in business class kiosks. Total chaos at Newark. They told me it was ok then that it wasn’t. They refused us check in despite the fact they were the cause of the delay. Then, the flight was delayed and they still didn’t let us check in. Ruined our honeymoon. Will never fly United again
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteNewark to Rome
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"lies about services provided"

(United States)

Trip Verified | Most pathetic airline that lies about services provided. "because of Covid", the Polaris lounge is closed, but the cheap, poor food, no showers lounge for the domestic fliers is open. Unbelievable that they sell Polaris lounge as a perk for flying first class and then don't give a damn about delivering that service. Feels like a complete scam United is running again. First not refunding the tickets when Covid hit - until one took legal action - and now the same scammers don't deliver what they sell.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteChicago to Frankfurt
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Very very disappointed"

(Canada)

Not Verified | Absolutely terrible. Woke up in the middle of the night with less than 12 hours until my flight being notified of it's cancellation. Took a live agent 2.5 hours to look for a new option, so I decided to look into it myself, and then took him an additional hour to approve it. Upon my arrival at the airport, I was rerouted once more without even knowing. I had figured this out by speaking to an agent. And then once again I was rerouted, because every flight to my destination was being cancelled, only by united. I cancelled the trip and can't wait for my refund. The lack of communication and professionalism is pathetic. Very very disappointed.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"needs to be rebuilt from the ground up"

(United States)

Trip Verified | United Airlines is total chaos at EWR. Premiere Platinum check in only by machines which can only be operated by attendants and the wait is at least 45 minutes of people pushing, jostling and not maintaining social distance. The agent was incapable of understanding the Timatic regulations for South Africa and Zambia that the computer returned. The gate agent refused to allow boarding for those who had not filled out the South African health questionaire (which is not a requirement) and ultimately UA handed out the form-- the wrong form. Of course it was available on the plane and on arrival at JNB. The crew EWR-JNB was matter of fact and preferred conversing with themselves over helping passengers. UA is still not taking special meals and vegetarian options were sparce. The meal was coach quality. The return JNB-EWR meal was at least not under plastic but still inadequate for business class. The Polaris seat is far less comfortable than the prior business class seat.Transfer at JNB on the return from LUN was chaotic since the agent at the transfer desk took 10 minutes to figure out how to log into his computer. I had flown EWR-BRU and JNB-EWR in June on UA and it was just as bad in every regard from check in to in flight service. UA really needs to be rebuilt from the ground up.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteNewark to Johannesburg
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I never even received an apology"

(United States)

Trip Verified | I paid extra to make sure my three kids were together on this flight. My son has Autism and when we arrived we were spread out all over the plane. I spoke to several agents and flight attendants and no one could help me. My son was terrified the entire time. I never even received an apology. I will never fly again with United and my son never wants to fly again. So disappointed. I called when I got home and after being on hold for almost an hour I was told they can't help me and I was hung up on.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteOrlando to Newark
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Very bad experience"

(United States)

Trip Verified | Very bad experience. At the airport in Frankfurt we needed to go trough some additional and very disorganized additional screening which no one was informing passengers until at the gate. I was flying with connecting flight and no info given as well as no info was given when I checked in my bags at the airport that this has to be done. So I had to walk back pretty far just to be asked the exact same type of questions we are always asked at the customs and pre boarding. As usual there was always few people who were completely unaware and turned away while boarding. Other than flight being delayed while boarding the security put people in 3 huge lines just to make them stand in those lines for additional 20-30 min for no reason rather than just start gather people at the moment they are about to board the flight. Then while boarding yet again the same type of checking passports just to scan then anyways like every other airline and the scanner got locked out. So the whole situation ended up being the staff yelling and annoying the super disoriented people right before 9hr flight in very confined space. Food was absolutely horrible, I fly quite often with multiple airlines and I have never in my life been served such horrible food on the long flight and I flew with some airlines that don’t even exist anymore. Staff politeness also wasn’t at it’s best. The only thing is that seats were somehow comfortable as for the economy class
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFrankfurt to Chicago
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Very poor customer service"

(United States)

Trip Verified | I was travelling with my 10 month old baby and was carrying a diaper bag, a bag pack and a trolley bag. After handing over my stroller at the aircraft gate, I requested the cabin crew member if they could assist me with the trolley bag; because my arms were engaged with the baby. They refused to assist me. Later I asked them if I could leave my trolley bag for few minutes and come back for it after adjusting my other luggage, they declined my request .A fellow passenger helped me with my trolley bag. They said all passengers were responsible for their own luggage, my baby was very restless and had I not been helpless I would never have asked for help. All I wanted was a cabin crew who could drag my trolley bag until my seat because my hands were engaged. The cabin crew members were very indifferent and rude. I will never fly with UA again. What good are they if they cannot empathize with a helpless mother. Very poor customer service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMumbai to Newark via Dallas
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"wait another 16 hours for a flight"

(United States)

Not Verified | I have already learned never to fly United, do to a broken surfboard a few years ago and zero accountability on their end. However for some reason I forgot this, and have been slighted a second time, when a plane was delayed missing the connecting flight due to their error, no hotel voucher was offered, no refund was offered, no food was offered, and we had to wait another 16 hours for a flight all at the very last minute. Pretty much bottom of the list for airlines rather pay the same price and fly a budget airline like spirit, at least they have a cool name and don't have the pretence of a good airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNew York to Roanoke via Washington
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"plane with no social distancing"

(United States)

Trip Verified | Horrible, especially since we are still in the middle of a pandemic. Had US on the plane with no social distancing. We were squeezed on the flight like sardines. Those seats are so tight. We would have been better flying spirit!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLas Vegas to Newark
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no