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

"delayed 3 times for different reasons"

(United States)

Newark to Venice with United. Flight has been delayed 3 times now for different reasons. Customer service was good, but doesn't mean much of the airline adheres to a lackluster on time policy. Couple hundred people having to rearrange log distant tracks plans because of food stocking, staff planning and now maintenance issues. As I'm writing this we are waiting to be rerouted back to the terminal for another unrelated issue.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEWR to VCE
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"continually flights are delayed and cancelled"

(United States)

Verified Review | Chicago to Houston with United. I fly over 150 segments a year with United. My complaint is not with the crew or flight attendants. They do a great job despite the problems. United continually has flights that are delayed and cancelled. And because all of their flights are booked to 100%, the delays cause serious problems getting to your destination. Many of these delays are mechanical or personnel in nature (awaiting pilot or crew). Obviously, when you are so heavily invested with an airline, they've got you. It is hard to give up the status earned over the years. But if I knew then what I know now, I would have invested in a different airline. Hopefully, you wont make a similar mistake.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteORD to IAH
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

"we are still waiting"

(United States)

Verified Review | United has been horrible with delays and lack of information to customers. When it was Continental it was more predictable and better overal service. I have traveled back and forth from Italy and on each time delays for multiple hours with lack of information. Today I am traveling from Milan to Newark, flight UA18 with delays after delays for 3 plus hrs. Plane arrived at 9.27am for departure at 10.40am. It had damage to door but the took pictures and waiting for authorization from headquaters. Its almost 1pm and we are still waiting. No work on plane. Just crazy and lack of concern for their customers. United crew has told me no problem with plane. Now they just announced 2pm maybe. They had hours to adjust or change flights. This is the third trip they have done this. Don't fly them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMXP to EWR
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
8/10

"journey was efficiently managed"

(New Zealand)

Verified Review | Flew 3 sectors with United Airlines: Los Angeles - Salt Lake City, Salt Lake City - Los Angeles via San Francisco. More than pleasantly surprised. All full flights but every part of the journey was efficiently managed. Flights left on time and arrived on time. Friendly service. Planes were well maintained and very clean. Expensive but delivered what I wanted.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSLC to LAX 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
yes
10/10

"crew was nice, plane clean"

(United States)

Omaha to Tampa via Chicago with United. Great service, on time departures and early arrivals. Crew was nice, plane clean, leg room was good, free snacks, whole can of soda without asking, all in all, very good. Will fly with United again! The inflight entertainment was good. If your plane doesn't have TV's, you can get the United App and watch movies and TV on your device for free. United WiFi good and in just about all their planes!
AircraftA320 / Boeing 738
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOMA to TPA via 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
yes
3/10

"very disappointed in United Airlines"

(United States)

Verified Review | I am so sorry to report what a big, and I mean big disappointment this was flying First Class with United Airlines from Kalamazoo, Michigan to Oahu via San Francisco. We paid an additional $2500.00 for these seats and only once did we go left rather than right. Only once did we actually have a place to put our feet, only once did we not have to sit and watch 200 plus people board and crash into our seats, and only once did we have television screen to watch a movie. Also not even a pre-loaded movie device was provided on our way home from San Francisco to Chicago. Also on that flight, even though we had the first two seats on the plane, when breakfast was served, I received oatmeal instead of the omelette that I had requested. For the premium price we paid, this was not at all what I was expecting. So very disappointed in United Airlines.
AircraftBoeing 727 and Boeing 737
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteAZO to HNL via SFO
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"seat was reasonably comfortable"

(Singapore)

UA6 (Narita - Houston, 772 / Boeing 777-200) and UA1461 (Houston - San Salvador, 738 / Boeing 737-800) on 12 Jun 2016. Having read many negative reviews and horror stories of United Airlines, I went in with lowered expectations. The flights overall turned out okay, even though it was eventful and I did encounter problems like flight diversion and flight and baggage delays. First, UA6. The personal screen on the 772 was touchscreen and not very big. The touchscreen was not sensitive, and the system was not very user-friendly. That said, they have a decent repertoire of entertainment, even though they may not always be the latest (e.g. movies). The food turned out better than I expected, but this assumes you made the right choices (on my return flight, to be separately reviewed, I made the wrong choices). First meal (dinner) was chicken with rice, second meal (breakfast) was chicken and egg with rice, Japanese style. Both were actually good. Ice cream (vanilla) was served after the first meal, and in between the 12-hour flight they served drinks and also a burger. However, only the salad was horrible - edamame beans should not be served as a salad. Service was decent too - remember, if you are nice to the flight attendant (e.g. you are polite to them), they will also be nice to you. Seat was reasonably comfortable too. Unfortunately for this flight, bad weather at Houston caused us to divert to Austin, where we waited on the tarmac to refuel, and some snacks were distributed while waiting. This caused us to land at Houston eventually 3 hours late - and we thought we missed our connecting flight. Next, UA1461. We thought we would miss this flight, which was due to depart almost 3 hours after UA6 was supposed to land (If it was on time) at Houston. However this flight was also delayed, so we managed to rush on despite arriving late and being caught in security checks and waiting for baggage which did not arrive on the belt. Not the airline's fault, but do check with Houston airport staff if your baggage needs to be collected at the luggage belt at Houston to be re-checked, because ours didn't need to be but we did not know. This flight was on a newer 738, but no in-flight entertainment. Snacks (a small pack of zesty snack mix) and drinks were served, but you could buy meals (e.g. sandwiches, pasta, salad) if you wish. I bought a pasta, which was reasonable (a tad pricey, but I could live with it). Flight was delayed presumably by bad weather at Houston, but also because they were slow with loading the luggage (I could see from my window they were still loading the luggage even past the departure time). In the end, unfortunately my luggage did not make it from my delayed UA6 to my delayed UA1461, and I had to proceed to their airport staff at San Salvador airport to lodge a case. I have to give them credit for being rather efficient in locating my luggage, putting it on the next flight that night, and delivering it to me the next day by noon - this whole process could have gone much worse, so I am glad it was well-handled. Overall, UA did not turn out as bad as I had expected it to be for my first time, even though I did experience my first diversion and delayed luggage, despite having flown regularly for many years with other airlines.
AircraftBoeing 777-200 and Boeing 737-800
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNRT to SAL via 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
6/10

"what failed me was the food"

(Singapore)

UA1541 (Tegucigalpa - Houston, 737 / Boeing 737-700), UA1699 (Houston - San Francisco, 789 / Boeing 787-900), and UA1 (San Francisco - Singapore, 789) on 17 Jun 2016. First, UA1541. Surprised to see that there was a personal screen, but it was with DirecTV and pre-recorded movies, and not available free of charge. However, in the end movies were made available free of charge, presumably due to slight delays on the ground at the start of the flight. Snacks (a small pack of zesty snack mix) and drinks were served, but you could buy meals (e.g. sandwiches, pasta, salad) if you wish. I bought a wrap, which was reasonable (a tad pricey, but I could live with it). I had wanted the sandwich but it was out of stock. Next, UA1699. In-flight entertainment was miles ahead since it was newer, though I notice the selection was less compared to my next sector which was a 16-hour international flight. Food was available for purchase, though the usual snacks and drinks were available free-of-charge. I did not buy anything, and survived on a zesty snack pack with Sprite. My seat was supposed to be window seat, but the window was misaligned so I had to lean forward to gaze outside. It was great to have no one sitting next to me in the middle, which enhanced the amount of space available considering that the Dreamliner in 3-3-3 seating is known to be rather cramped. Finally, UA1, newly launched earlier this month. I had expected it to be very painful to fly 16 hours on a cramped 787. It turned out to be uncomfortable but still bearable. Managed to get some light sleep, managed to be sufficiently entertained too. What failed me was the food. The first meal (dinner), I made the wrong choice and had a (vegetarian, but you dont know until you get it) pasta with just spinach, cheese and tomato sauce. Salad was as usual horrible. Luckily the ice-cream saved the day. In between I missed the turkey ham roll as I was asleep, but it was available at the back of the plane for self-service. That was helpful to stave off hunger pangs. The second meal (breakfast) was literally the worst in-flight meal I ever had. I did not have a choice as they had run out of the eggs, so there was only a (vegetarian again) noodle in some funky weird black sauce, with weird tasting mushroom, edamame (horrible again) and red pepper. Absolute disaster, so bad that my neighbour and I did not finish the food. Without the bun and butter I would have starved. Seat comfort-wise, legroom and width was okay though my friend who was a bit bigger sized and seated at the aisle could feel a significant narrower seat width compared to the other flights - his shoulders were up against the neighbour in the middle seat. Overall, service and food on board seemed to be not as good as my outbound flights from NRT to SAL via IAH, though the in-flight entertainment was better on the newer Dreamliner.
AircraftBoeing 737-700 and Boeing 787-900
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteTGU to SIN via IAH and SFO
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"let down with the entertainment system"

(United Kingdom)

Verified Review | Rolled off the pad at Heathrow quicker than expected, touched down at Newark about 45mins early. We like! So not having flown with United Airlines for a while but flown quite a few others, I was a bit let down with the entertainment system. Tiny screen about the area of a large cellphone but without the picture quality. So the announcement comes when I'm sat down that you can use their app to stream it from airplane wi-fi to your tablet. Excellent, my tablet has a great screen, I just have to download a 60mb app before we take off. 4G drops and it chugs along but I get the app before we take off. The app works fine but United, please, if you offer wifi streaming because you scrimped on the seatback screens it's tight-arsed in the extreme to not offer any method of charging the damn device like a USB port.
AircraftBoeing 767-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to EWR
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
yes
1/10

"avoid United from now on"

(United States)

Verified Review | My experiences with United has been the worst out of all my travel experiences. My flight was delayed out of Houston, they put me on another flight in order to catch my connecting flight, that got delayed 4 more times, they put me on yet another one, I got into Newark, where I was suppose to connect to Buffalo. I missed that flight. The next flight gets in at 2am. So I opted to just fly home and forgo my trip. It was a hell of a day. To top it off, my parents were stranded in Japan overnight when they flew with United. My whole in-law family got stranded in Italy for overnight this past summer with United. There seems to be a very sad consistent theme here. I will try all I can to avoid United from now on.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteIAH to BUF via EWR
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no