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

"Customer service was horrible"

(United States)

Trip Verified | Horrible experience in an airport ever. An hour after takeoff the pilot announced we had to go back to Houston because of flight difficulties. We landed onboarded, and we got text messages that the flight would be pushed to 4:20 one hour and half - while having lunch flight is changed back to 3:55 and leaves me stranded in Houston airport. How do you go backwards in time after notifying customers there would be a delay. Customer service was horrible after the fact the girls that work there didn’t seem to care at all, didn’t even offer an apology or an explanation.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHouston to Columbus
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"They broke my checked baggage"

(Estonia)

Trip Verified | They broke my checked baggage, a wheel came off and a hole in the upper part. I picked it up, went to the hotel, noticed it, went back and then they told me that the only thing they could do is fix it and that would take like 2-3 weeks. A reimbursement would be the only acceptable thing, since the bag came with the next flight as well. Too much trouble for such a short flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to Nashville
Date FlownMay 2023
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

"5 flights, 5 issues"

(United States)

Trip Verified | Never fly out of Houston. 5 flights, 5 issues. Don't preorder food, they don't check. Crew are rude when you ask about it too. If they didn't have stranglehold in Denver I would never fly them.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteBelize to Houston
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"had a great flight"

(United States)

Trip Verified | I have to say that everything from checking in at Burbank to the Amazing Polaris lounge at SFO was great! The Crew from SFO to CDG was great and the food was acceptable. Flights were on time, everything was clean and had a great flight. Came back 10 days later and again everything was excellent. The seats are very comfortable and you can get a good sleep . The food could be better but its an airline so it was better then expected
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteBurbank to San Francisco
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Customer service overall very bad"

(United States)

Not Verified | First class ticket, No lounge access. Must now pay extra 59 per person to have poor food. Used to be included when you pay a lot more for the seat. Even the people in the lounge said it was not worth it. Customer service overall very bad. Ever wonder why most travelers are complaining. I will do my best to find alternatives, or at least give them less money if I feel the value or respect for customers are lacking. But they do not care.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteOrlando to Newark
Date FlownMay 2023
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

"proves again to be the worst US airline"

(United States)

Trip Verified | United proves again to be the worst US airline. Full international flight Buenos Aires to Newark; after everyone is boarded and sitting, they realize the engine is not working; for 4 hours, everyone is sitting on the plane without AC, the crew gives no guidance. At 1 am, Chicago finally decides that the flight cannot depart; they send all passengers home. As most don't have accommodations, they tell us to get any hotel, which will be reimbursed along with expenses. 24hs later, everyone is back with a day of our lives wasted to the rebooked version of the original flight. This time the door of the crew's bathroom isn't working. We wait again sitting in the plane for 3 hours. I arrived home 48hs after I left in what should have been an 11hr flight. When contacting the airline, they tell us they actually will not honor the cost of our overnight stay due to the canceled flight but only 200$, a fraction of the cost of an additional day stranded abroad. No one responds, no one cares.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBuenos Aires to Houston
Date FlownMay 2023
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

"making too much money to not care about passengers"

(United States)

Trip Verified | We flew first class. Got off first. Went to our baggage claim. Stood near the bag drop. 2.5 hour flight. We received one bag and the other is unknown. The system is garbage, and the staff are no help. This is obviously not a problem because you’re making too much money to not care about passengers.
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteFort Myers to Houston
Date FlownMay 2023
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

"seriously bad issue was the food"

(Ireland)

Trip Verified | Check in was a bit fraught. United, 24 kilos is NOT 50 pounds. However our lovely check in lady was so pleasant and recognised this after I explained it to her. We were at just over 51 pounds for our 4 bags. The plane was fine, clean, nice seat, good storage and decent screen for IFE. The seriously bad issue was the food. Our starter was overcooked disgusting noodles served with an odd dressing. Left uneaten. Absolutely dreadful, mushed potatoes, dry tasteless chicken and worst of all rotten, mushed broccoli. I showed this to the nice stewardess. Mostly left uneaten. Dessert was a biscuit for a child. Left uneaten. Wines were mixed. Good and bad. No cheese, no proper dessert no proper salad. United, you need to have a serious word with your caterers.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteLondon to Boston
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"customer service is bad"

(United States)

Trip Verified | Ground personnel was rude. They charged $35.00 per carry on when they say that in most of their flights they allow carry on free. The check in process is through machines and customer service is bad. All this process happened in Fort Lauderdale station.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFt Lauderdale to Kahului via San Francisco
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"wouldn't mind choosing United again"

(Thailand)

Trip Verified | My flight from Honolulu to San Francisco faced an 18 hour delay. However the situation was handled pretty well, albeit it could've been handled better. Check in at Honolulu airport was confusing, as a Star Gold member I was expecting to find a separate premier access line, turns out they herd all passengers into the same area and have a small sign at the end of the area saying "Premier access." Not very helpful considering I had to check in with a machine even though I could've checked in at the counter. The agent at the counter was very helpful and verified my ID before I went through security and to the HNL United club. As far as United clubs go, this one isn't too bad, with great views of the airport, hot and cold food on offer, and the highlight: a Dole whip soft serve machine. When I went to the face for boarding, I arrived just in time for group 1 boarding, and found a pillow and blanket on my premium plus seat for this red-eye flight. I had paid an extra $215 for this seat which I think is good value, especially for a red-eye. It was basically a narrow-body business class seat, a big lazy-boy if you will. The flight taxied out to the runway, made a turn on to the runway then turned off the runway. The first officer announced that they had an issue with the radio and they would try to troubleshoot it there, however we had to return to the gate as the pilots couldn't troubleshoot it. United messaged us a new departure time of 00:30 (originally 22:30). During the delay, the cabin crew walked up and down the aisles offering water to passengers. At 02:00, the pilots had gone over their duty time and they deplaned all passengers. At the baggage claim, hotel and food vouchers for the Hilton Hawaiian Village as well as taxi vouchers were offered, but they did not announce this and only passengers who came to the service desk got these. The new departure time was set at 12:30, and I went to rest at the Hilton. The food voucher however allowed for only $15 per meal, which got me an orange, coffee and a yoghurt for breakfast. Thankfully with my Gold status I could use the ANA lounge when I returned to the airport and got a full lunch there, however other passengers would've had to pay the excess for their meals. The departure time got pushed back again to 17:15, and we finally pushed back at 17:29. To United's credit, the service onboard from the cabin crew was fantastic. They were genuinely happy to serve passengers and were genuinely happy to be there. The selection of complimentary snacks and beverages was slightly limited but considering the price of the ticket I couldn't complain. I didn't book anything for San Francisco for the first day, so I didn't miss anything. However the new arrival time of 01:30 meant I missed the BART to the city centre and ended up having to pay for an Uber. The return flight on the 757 wasn't as great due to the old cabin. Initially at the check in counter I asked if I could get a seat in economy plus, to which the response was "$200." I asked again at the United club and they asked "is an aisle seat okay for you?" and got 10D without any extra charge. I think that the way United handled the delay relatively well in my case, although I believe my Thai Airways Gold status helped me stay fed during the delay. I wouldn't mind choosing United again, but I can't speak for all passengers on this incident.
AircraftB777-300ER / B757-300
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteHonolulu to San Francisco
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes