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

"half hour to check a car seat"

(United States)

I'll say first that the flight itself from Seattle to Newark was very pleasant. Both the outgoing and returning aircraft were newer, departed on time and arrived early in each instance. My review is going to focus solely on the support staff in the terminal, prior to security screening. My family arrived at Seatac airport roughly an hour and a half prior to our 6.19am flight. We checked our first bag, then attempted to check a car seat at the United Airlines terminal. It took them damned near a half hour to check a single car seat. What would have been ample time to make a flight had been cut by a third to do something that should have taken 5 minutes. Now for Newark. Same issue with checking the car seat, except the customer service specialist that walks up and down the check-in area, who's job it is to assist customers with their trouble checking in and checking bags, practically ignored me until I had said "Ma'm" about 5 or 6 times. At which point she gave me a "Why are you bothering me" look and continued walking. If at all possible I will not be flying United Airlines again, especially not if I have anything more complicated than a boarding pass and a carry-on bag to deal with. Clearly that is more than they are equipped to handle.
AircraftBoeing 737-900
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSEA to EWR
Date FlownJuly 2016
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

"never take this airline again"

(United States)

Verified Review | Las Vegas to Houston with United Airlines. By far the most awful experience I have ever had! We were delayed due to sever weather and I know that was not controllable but we had a 4 hour layover in Houston and would have made it if the pilot and the crew didn't time out and they would have had a crew to take us, which by the way the crew would have times out in the air during the flight. We get to Houston and they have no outgoing flights at night so we have no way to leave until 8:45 am the next morning but they won't put us up for a night because according to them it isn't "their problem, they cannot control the weather!" We spent the night in an airport that was locked down, no food or restaurant open except for some sandwich shop and we hadn't ate since 9 this morning because we should have been home hours ago. Horrible customer service! The lady at our gate called for back up to help at least five times and not one person came. The only nice thing we had happen was the night janitor got us some blankets because it was freezing in the airport and we had 9 hours to wait for our next flight. I will never take this airline again!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLAS to IAH
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"airline lacked customer service"

(United States)

WaShington to Honolulu via San Francisco with United. Crew to SFO not so friendly. Not bad, just not friendly or welcoming. San Franisco airport boarding was late and there were no seats in the waiting area, so it set up a chaotic atmosphere. The flight was totally full and I had to check my carry on, even though it fit in the size checker. Annoying, since I did not have any other checked bags, and it was not an issue on any of the other flights. Won't book with United again as the airline lacked customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIAD to HNL via SFO
Date FlownJune 2016
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

"return trip was no better"

(United States)

Verified Review | My United Airlines flight departed CVG on time. However, upon arrival in Chicago I began receiving emails (I believe it was 5 in total) each one pushing my flight back later and later. There was no gate agent or anyone to assist me. In fact the pilot showed up and was as baffled as the passengers. I was supposed to land in Norfolk around 2122 hrs but did not land until after midnight. As a result the rental car company and I was forced to rent a car from another company. To add insult to injury the luggage was delayed coming off the plane. There was no one else at the airport so why the luggage would be delayed on top of the everything else is beyond me. Luggage and additional car rental fees aside, the delay impacted the amount of time I could spend with my family. The return trip was no better. I was delayed out of Norfolk with no communication letting me know of the delay. I was also delayed in Newark New Jersey. They had a plane with no crew. I was supposed to be back in Cincinnati by 1555 hrs. on Friday June 24. In actuality, I did not get back until 1940 hrs. To add injury to insult my luggage was on a separate flight which did not land until 2040 hrs. As a United Mileage Plus Explorer card holder and a member of their frequent flier program, I am extremely disappointed in the lack of service, communication or concern. I will be cancelling my membership and credit card and taking my business elsewhere.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCVG to ORF via ORD
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
7/10

"crew did a good job"

(United States)

I was pleasantly surprised all in all with both flights on United this day. The flight to Chicago from Raleigh was fine, nice plane I have to admit. I liked having only one person next to me. The weather was not the best due to summer thunderstorms but we managed to go around them which was nice. Plane was clean and had a good crew. We arrived a few minutes late but that was fine. My next flight was on a B-900 and all went well until we got all in our seats and buckled up, the pilot came on and announced there was a fuel leak on number two engine. Well, we sat there for just over an hour and finally and off we went. Had an all male attendant crew, first time I have seen that. I was in coach, on the aisle which was not fun but oh well. I purchased food which was pretty decent I must admit. Plane was clean and the crew did a good job of taking care of us. The pilot came back prior to takeoff and met with us and answered questions, that was a smart move. All in all the flight, the crew etc was fine. United did a solid job.
AircraftEmbraer 175, Boeing 737-900
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteRDU to ANC via ORD
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"seats were surprisingly comfortable"

(Australia)

Flew from Los Angeles to Honolulu on a Boeing 777-200 with United Airlines. Check-in was quick and smooth and boarded on time. The plane was quite old with no personal TV screens, but had wifi which was at times slow and you could use the United app on your phone to watch their selection of movies and TV shows. The seats were surprisingly comfortable. Crew were Honolulu based and seemed fine but they could've been better. The only complementary beverages on this morning flight was a caramel-filled waffle, cookies and drinks, everything else you have to pay for so make sure you eat at the terminal or lounge before the flight. Felt more like a budget airline. Plane was completely full as the flight continued to Guam. Overall, the flight was alright but could've been better. Next time, I'll probably choose the 737 or 757 flight later in the day.
AircraftBoeing 777-200
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLAX to HNL
Date FlownApril 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"food even worse than usual"

(United States)

Shanghai to Chicago with United Airlines. An appalling flight and very cold. Passengers were dressed for tropics of Shanghai (June) and shivered for 14 hours in considerable discomfort. Pleasant flight attendants far more interested in socilaizing with each other, could do nothing. Food was even worse than usual.
AircraftBoeing 747
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePVG to ORD
Date FlownJune 2016
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

"very pleasant overall"

(Australia)

Verified Review | San Francisco to Los Angeles. Check in by machine but assistance was good. United Airlines Lounge in SFO very pleasant and new, bar staff smiling. On board there were significant delays and in First Class drinks were served on the ground with a smile as well. Snacks only on this short flight. Felt that the crew did all that they could to keep passengers happy during the weather related delay. Flight was late and bags took a while to be delivered, the terminal is a mess at the moment at LAX due to refurbishment. Very pleasant overall.
AircraftA320
Type Of TravellerBusiness
Seat TypeFirst Class
RouteSFO to LAX
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"an entire day of traveling"

(United States)

You'd think it would be so simple flying from Tampa to NYC, both being on the same coast, but United Airlines complicated it to a whole new level. Let me put it this way: I would have gotten to NYC sooner if I drove the whole way. I was only supposed to be traveling for about 6 hours during the day, but this trip with United required an entire day of traveling. I left Tampa around noon, and didn't get in to NYC until 2 in the morning the next day. On top of that, they managed to lose my luggage, and they still haven't found it after a day. My flight was continuously delayed until eventually they randomly decided to cancel it. I had to wait in the customer service line for well over an hour, and the representatives I tried calling were so unhelpful - it turned out there was actually an open seat on an alternate flight with a different airline leaving at an earlier time, but they didn't realize this until too late and ended up re-booking me for a red-eye flight flying out of a different airport. So I had to spend $30 for a shuttle ride to the different airport which took well over an hour. Once I got there, even the new red-eye flight got delayed by over 2 hours.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteTPA to JFK
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"seats were cramped"

(India)

Verified Review | My return journey with United Airlines from San Francisco to Frankfurt of about 11 hours was unbearable. Seats were cramped up. I had difficulty with both arm and leg space. I had difficulty having my food and by the way the food was awful. There was no infotainment systems, as their so called WIFI enabled personal infotainment system never worked. It was noisy and washrooms smelt. Their so called online check-in system did not allow me to select any seat expect for the one auto assigned to me and provided no options at all for the next flight. Their random check-in system was so bad even family members booked on same ticket were given far away seats.
AircraftBoeing 747-400
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSFO to FRA
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no