United Airlines

✅ 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.

✅ 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.

✅ 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

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.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

✅ 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.

Not Verified | I will be flying Southwest from now on. I had a flight to Houston booked for this morning. I showed up to the airport with ample time to check a bag, make it through security, and board my plane, as I have about twice a month with United over the past year. After I wasn't able to check in on the kiosk, I was directed to stand in line and check my bag in manually. Unfortunately, I am not a wealthy, first class customer, so the line I was directed to stand in did not move an inch while the first class line continuously flowed. Over an hour later, I reached a representative. Keep in mind my line was not long, less than 10 travelers total, but if anyone occupied the first class line, regardless of when he/she arrived, that was the priority. So after an hour of waiting and getting pretty antsy because it was getting pretty close to my flight time, I finally reached a representative who proceeded to inform me that I was too late and that she could not check a bag without 45 minutes notice before the flight departure time. So I got to the airport with more than enough time to complete all tasks that I do on a regular basis with United, but because I choose to forego extra leg room and comfier seat on this short flight, I was deprioritized and ultimately forced to miss my flight. Southwest had me booked on a flight leaving an hour and a half later, the check-in and bag drop process were seamless, and I thoroughly enjoyed my flight, despite the stress of missing a meeting because of United's poor customer service. I will be closing my United MileagePlus account, and Southwest will get all of my future business and referrals.