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

"Will never fly them again"

(United States)

Verified Review | Charlotte to Munich. I purchased a premium economy ticket through United (a Lufthansa operated flight) for approx 3000.00, get a receipt for economy, I call and they said it will be changed. Cannot check in until day of flight or pick my seat. They tell me at checkin that that is the price for economy! That is twice as much as their partner Lufthansa and 600 more than premium economy. Total rip off bait and switch, worse service. All about the money with no concern for customers. They are in the news all the time for a reason and that is because they don't have credibility. Will never fly them again!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCharlotte to Munich
Date FlownOctober 2017
Ground Service 12345
Value For Money 12345
no
10/10

"thankful to the great agents"

(United States)

Verified Review | Hartford to San Diego via Washington. We missed our original flight by 2 minutes. The agent on the gate got us on another flight immediately. When we got to our layover destination, we went to the customer service desk and the agent there put us on an earlier flight than originally planned. We only got to our destination 2 hours later than originally planned. I'm very thankful to the great agents who helped us out.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHartford to San Diego via Washington
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Absolutely the worst!"

(United States)

Verified Review | Louisville to Tulsa via Chicago. The only reason they got any stars is because no stars wasn’t an option. Absolutely the worst! I picked up my checked bag at the baggage claim. Halfway out to my car I checked to see why it was pulling funny to find that the baggage handlers had somehow managed to break the frame of duffle bag. When I got home I called to make a claim only to be told that there was no way for them to correct the issue unless I drive an hour and a half back to the airport. Southwest might treat you like cattle but at least they’ve resolved every issue I’ve ever had.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteLouisville to Tulsa via Chicago
Date FlownOctober 2017
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

"now we are absolutely disgusted"

(United States)

Verified Review | Des Moines to Orlando via Chicago. Basic Economy ticket, though my pregnant wife and I did not realize the restrictions now in place. We usually fly Delta, but booked these tickets later than usual and Delta flights from DSM were limited. I cannot believe any company would think it's is a good idea to force families or groups to not sit together. Even if there is extra room on the aircraft, they will not allow you to change seats. Tried online, tried when checking on at front desk, tried prior to boarding at the gate. These tickets were not basement bargains by any means. We were disappointed with United two years ago (last time we flew them), now we are absolutely disgusted. I don't care if you hold off on assigning seats until at the gate, for your "cheapest tickets". But if there are empty seats in the economy cabin, let families, groups, kids, parents, and couples, have the opportunity to sit next to eachother. Really, it does not matter, for you will never have our business again. And we will be strongly encouraging others to follow suit. We tried your services again expecting sub par service, and honestly were even more disappointed. Please stay away from this airline. Worst on the business, does care about it's customers. I feel sorry for the people working on this sinking ship.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDes Moines to Orlando via Chicago
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"unacceptable response by FA"

(United States)

Verified Review | Ottawa to Washington. FA serving drinks put a full glass of juice on my six-year old son's tray. It immediately slid off onto his lap. She tossed napkins at us and got some paper towels from the FA working in the small first class cabin. The man behind my son seemed to have got some juice on his pants which passed through the back of my son's seat. The FA apologized up and down to him, advising him on how he could get some compensation and telling him how sorry she was. I was sitting there with a soaking wet six-year old. I told the FA that she put the drink down and it slid right off the tray. She proceeded to give me a lecture about how there's an indented part of the tray specifically for glasses and that when an airplane is ascending, it is on an angle - talking to me - a seasoned 1K or Global Services flier with United - as if I'm the six-year old. I found the purser and told him about the rudeness of his flying partner. He apologized profusely and said he'd speak with her. Completely unacceptable response by the FA working in the economy cabin.
AircraftEmbraer 170
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOttawa to Washington
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"I was pleasantly surprised"

(Austria)

Verified Review | San Francisco to Newark in Business class. Despite many negative reviews, I was pleasantly surprised by United. Firstly the fact that I was able to change my flight time at no cost (Star Gold) on day of departure was a huge help. Boarding at San Francisco was organised and orderly. The plane itself was old and the cabin pretty gloomy, but for a decent price I got a flat bed, comfortable seat large range of entertainment options, decent food and drinks, and an ahead of time arrival. Arrival in Newark was a breeze although priority luggage wasn't first off. I had very low expectations, but would fly United again.
AircraftBoeing 757-200
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSan Francisco to Newark
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"outrageous and unacceptable"

(United States)

Verified Review | Cincinnati to Chicago. I booked the economy fare for a quick trip. I read the rules and saw that I could not bring a full size carryon bag; everything would have to fit under the seat. This was fine, I would not be able to carryon or handle checked luggage anyway because of recent shoulder surgery. I shipped my things via UPS to my destination. I had no problems from CVG to ORD other than the plane being delayed an hour – no big deal. The problem was when I got to ORD for the return trip. When I got to the airport they would not give me a boarding pass to get through security because I had a small purse and a 13" laptop case. They interpreted the rule as only 1 carryon which was my purse. I brought both of them from CVG to ORD with no problem but in ORD I could not take the laptop. My purse was considered my 1 bag. I talked to 2 people and they both refused me. I tried to get them to let me take it to the gate for their checking but was refused that also. I could not check the laptop in the hold because it was a flimsy case that would not take the beating of the conveyor belt and it had a lithium battery. I had to leave my laptop with a friend to express ship to me at a great cost. I found this whole incident outrageous and unacceptable. You should not let people get through half of their trip and then enforce some policy and you should make this clear when buying the ticket that a purse is considered your carryon.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCincinnati to Chicago
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"go via Dublin wherever I can"

(United Kingdom)

Verified Review | When flying to the States I go via Dublin wherever I can as the Security clearance in Dublin is a bit of a no brainer and after months of deciding how to get there this time decided to try United Polaris, it was around £400 cheaper than the alternatives. Security was quick using the Fast Track, and we were soon in the new Fifty First and Green lounge where there was an array of breakfast pastries to enjoy before boarding. We’d chosen row 8 and boarding was painless and we were soon enjoying a pre take off Mimosa, having stowed the Saks of Fifth Avenue bedding. Menus were handed out and crew came and took orders for mains before take off. The seat was spacious and comfortable. This was a brunch flight and crew came out with a trolley to make signature Bloody Marys and Mimosas which were served with warm nuts. Meal service with a delicious smoked salmon starter was followed by a succulent steak with scrambled eggs and potatoes. After the cheese plate a United sundae was served, drinks were regularly topped up by crew who were absolutely outstanding, and friendly. Great inflight entertainment and a nice range of snacks were available and about an hour before landing lunch was served which was roast chicken with cous cous and veg. Flight landed on time at 1110 and thats where the benefit of Dublin security kicked in - we were out of the airport with checked luggage and in our taxi at 1130. A great way to get to the States which I’d happily recommend.
AircraftBoeing 777
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDublin to Newark
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"United Airlines is an absolute mess"

(United States)

Verified Review | United Airlines is an absolute mess. I was supposed to make an international flight from Chattanooga to Hamburg with two layovers in Newark, NJ and Copenhagen. Well the United flight from Chattanooga to Newark was cancelled due to “air traffic problems”. There was never any notification of the cancellation and everyone had to find out at check in. Since I was supposed to be making an international flight, they quickly rebooked me to fly to Chicago, then Frankfurt, then Hamburg. The flight from Chattanooga to Chicago was decent. I had a 4 hour layover in Chicago waiting to board my international flight to Frankfurt. As I was boarding the employees pulled me aside and told me my boarding pass wasn’t valid. They said I was booked going to Stockholm in the computer system. So they didn’t let me board the plane until they could figure out what’s going on. Then the plane closed the door and took off without me because they couldn’t sort out my ticket situation. So whoever rebooked my ticket, did something completely wrong - gave me a boarding pass that wasn’t actually valid, and I missed an overnight international flight. Since the error was 110% due to United’s employees lacking the simple skills to print a valid ticket, I was at least given a hotel room for the night. Unbelievable that this would happen.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChattanooga to Hamburg via Chicago
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"Service was efficient"

(United States)

Verified Review | Flew San Francisco to Las Vegas. The on time performance on this flight impress me. From boarding to the landing gate it was early. Service was efficient, just beverage and snacks, since it was late evening. Flight attendant comes regularly to check up on the passengers, although still missed taking away my glass before take off. The seats comes with PTV, but are showing their age on this ex Continental 739, still was a comfortable ride. Luggage arrive at the carrousel before I did. I see improvement on this flight.
AircraftBoeing 737-900ER
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteSan Francisco to Las Vegas
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes