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
Filter Reviews by :
Show
10/10

"impressed with the service"

(United States)

Trip Verified |  I was very impressed with the service I received. The attendants on both the outgoing and returning flight provided excellent service. I have not flown with United in years but this experience has made me want to book with United going forward.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHouston to Hobbs
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"hiding behind some asinine policy"

(United States)

Trip Verified | On my first business trip with United, they promptly lost my luggage at LAX. Ok, it happens. I submitted a claim and United sent me a form to fill out, where I listed every little thing in the bags and painstakingly tracked down the required receipts. It came to just under $1000. After waiting about six weeks, I was informed by their agent that their “policy” does not cover reimbursement for many of the things in my bag, such as prescription glasses and computer hard drives (brand new, with receipts). They declared that they will pay me $314 for my $1000 worth of lost luggage as “full and final settlement”. I wrote back to let them know this was unacceptable, and was ignored. To sum up, I handed them a bag with $1000 worth of stuff, they lost it, and are now nickle-and-diming me for their mistake by hiding behind some asinine policy.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBoston to Los Angeles
Date FlownMarch 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
5/10

"connecting flight was a bus ride"

(United States)

Trip Verified | I know this my fault, but I can’t be the only one who’s never had “flight” that was a bus ride to another airport. I didn’t even realize that was a scammy thing I had to watch out for when booking. I flew from Louisville to Newark and my connecting “flight” was a bus ride to Allentown. I’m already upset because the lady at the boarding counter was clearly not happy to be there and was reflecting that in everything she did. Now I’m stuck on this highway in traffic getting in 30 mins late because I am on a bus.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNewark to Allentown
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"always seem to have a problem with connection flights"

(United States)

Trip Verified | It’s my second time flying with this airline and they always seem to have a problem with connection flights. One excuse they have to stop for gas another excuse bad weather I am pleading with you people if you have to fly with United Airlines with a connecting flight, please do not do so. You will never make it on time.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteTrinidad and Tobago to LaGuardia
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"last lesson to avoid them"

(United States)

Trip Verified | United hasn’t been on time since I started using them post pandemic. The current plane has been here since yesterday and now, at 7 am, they find out that a maintenance of the plane is deemed to be the right thing to do. Never mind that over a 100 people paid to be at work by 9am. But boarding wouldn’t happen before 10:30am. In any other business this would be unacceptably unprofessional. It would also be more than enough reason to compensate the involved parties, but United keeps piling it on. “Safety is their priority and excuse to do whatever they do” Certainly, that was my last lesson to avoid them (United Airlines) at any rate in the future.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCleveland to Newark
Date FlownApril 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

"Worst airline I’ve flown with"

(United States)

Trip Verified | Worst airline I’ve flown with. This airline needs to go out of business. I flew out of lax to Denver, once we got to Denver airport we circled it a few times and decided to go to grand junction for fuel instead of landing because of “weather”. The weather was nice and then the flight got canceled so we had to stay at grand junction, they got us a hotel and food vouchers witch was the only positive thing about this horrible trip, we had to get up and be on a shuttle by 6am, we go to the airport to fly, plane gets delayed. We get on the flight, plane is delayed from taking off, we finally start flying after a while and everything goes as normal, we get to Denver and me and my family wait for 9 hours, we get to our next flights gate, after those 9 hours sacrificed the flight gets canceled once again, no surprise this time. Now we are at customer support and writing this review.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Denver
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"An absolutely horrid experience"

(United States)

Not Verified | An absolutely horrid experience. Never again will I fly on this airline. I will make multiple stops elsewhere on another airline, even if United flies direct to our destination. We left Tahiti on United Airlines bound for San Francisco and then on to Baltimore Washington International. Departure from Tahiti was just shy of 90 minutes late while they waited for “late passengers.” Really? This our arrival to San Francisco as significantly late and when we arrived, there was no attendant for the Jetbridge, so we sat at the gate for somewhere between 10-15 minutes. Next was Customs which was awesome and then onto our connecting flight to Baltimore. Except we missed the 45 minute check-in requirement by 12 minutes! Therefore, we “missed” our flight to Baltimore. So then, we worked with a ticketing agent (very nice and helpful) who booked us on the next available flight, 15 hours later! We were originally booked in First Class which was not available on the re-booked flight. No problem, we just needed a ride home. So we were booked into Economy Coach at the same price we paid for First Class (same day bookings are much more expensive!). We were told at booking that we were in Emergency Exit row seats and would have to keep any onboard items stowed above (i.e. NOT under the seat in front of us). After placing a near empty backpack into the overhead bin, I was told it needed to stay under my seat until after take off. A conversation ensued about the discrepancy and I was told it was “that way for this flight.” When I challenged the Flight Attendant, I was informed that I was “a disruptive passenger and she outdated have to talk with the Captain.” Just for challenging safety regulations bout which I was informed prior to boarding? Next, the Ground Agent came to our seat to tell me that he was considering “having me removed from the flight because the Flight Crew feared for their safety.” Just because I challenged the safety regulations which the ticketing agent stated? Ultimately, I was informed that I was “allowed to remain on the flight”, albeit with great embarrassment. The Flight Attendant responsible for this debacle was absolutely the rudest I have encountered on any flight to multiple destinations around the world. Our “consideration” for all of this was a $150 voucher each, which I ask the airline to donate to the charity of their choice. Finally, a side note. We had flown United to Hawaii a year earlier and encountered the very same “snarkiness” of the Flight Crew. Never, ever, will we fly on United Airlines again. At best, their culture is is really bad, and at worst, they just don’t care.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Francisco to Baltimore
Date FlownNovember 2022
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

"This flight was good"

(United States)

Trip Verified | This flight was good. On time even early and no hick ups and early arrival. The boarding in Key West was OK even with the construction going on. Boarding, Flight and Crew just great, if only construction in Houston would have been better planned .. but that is not United
AircraftE175
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteKey West to Houston
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"you do not trust your passengers"

(United States)

Not Verified | Dear UAL Marketing Team, I am writing to express my concerns about the flawed marketing concept that you have recently implemented with respect to carry-on baggage requirements for passengers traveling without carry-on bags. I strongly believe that restricting a boarding pass for those passengers without carry-on bags is not only unnecessary, but also punitive to those who choose to check-in at the kiosk instead of online. As someone who often travels on basic economy class, I already experience the lowest possible service that you offer. However, the added layers of unnecessary steps only make the experience even worse. It is disappointing to see that you are needlessly adding extra steps that make me think twice about choosing UAL whenever possible. The needless step of checking with your staff for examination because of your lack of trust shows that you do not care about your economy class customers. It is unfair to assume that just because a passenger chooses not to bring a carry-on bag, they must be scrutinized more. This sends a message that you do not trust your passengers, which is not the best way to build a strong relationship with them. I suggest that you figure out a better, less punitive way to treat your good basic economy class passengers. This will not only improve the overall customer experience, but it will also demonstrate that you value all of your passengers equally. Thank you for taking the time to read my concerns. I hope that you will take them into consideration and make the necessary changes to improve the customer experience for all passengers.
AircraftBoeing 737 Max
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWashington DC to Seattle
Date FlownApril 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
1/10

"Choose another airline"

(Singapore)

Trip Verified | Did not honor seating request (purchased additionally) from Expedia SG. Did not think it was their problem to solve and there was broken linkage between Expedia and United. Aside from Air crew cabin tried to help but everyone else at the airport terminal was extremely rude and not helpful in any way. Refused to acknowledge that there is an operational gap. A brief Google shows that unless seat selection is done on United site, it will not get honored and you will not be notified. Staff refused to acknowledge that Expedia is a booking partner. It's known that United falls behind with service rating, but paid for seat selections that are not honored is pretty bad. Choose another airline with better rating if possible.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Francisco via Chicago
Date FlownApril 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