United Airlines

Portland to Keāhole. I live in a United Airlines family. My grandfather worked for UA for 60 years. My family has stayed true to United ever since. No matter how much money we would save by flying with other airlines, we never do. It's for this reason that I take it so personally that United Airlines customer service has gotten so poor. 6 weeks ago I had to reschedule a flight due to a medical emergency. Rescheduling was no problem, and they handled the situation very quickly for me. I was supposed to receive a refund 10 days later. It never came. I've tried calling the past 2 days. Yesterday. Although I was on the line before closing time, as soon as closing time hit my call was dropped. Today, I waiting for 18 minutes just to have a rep "transfer" me to a dead line that said "your call cannot be completed as dialed. Goodbye." I'm now calling back a third time. This matter could be handled so simply if only the telephone customer service agents cared. I will not waste my time or money flying with United again, I just don't have the patience anymore.

Phoenix to Vancouver, and United Airlines is the most unorganized, unfriendly airline I have ever flown with. They really need to focus on hiring friendlier and more helpful staff. From check-in, to getting on the plane, to the young lady serving us on the plane, they all had attitude and were extremely rude.

United Airlines is such a disorganized company, it would be comedic if I wasn't stuck at their gate. They've managed to ruin my flights twice in one trip. When laying over in Denver to Colorado Springs, they forgot our flight attendant at another airport! After they couldn't find a replacement, they tried sending another plane to fetch us. Being delayed every hour on the hour (was only supposed to be a 30min flight), they cancelled our flight at 1230am, due to engine failure, with no compensation. An Air Force pilot was so generous to have stood up and announced he had rented a car to drive to COS and had three empty seats. He was not affiliated to UA, in any way, and had no obligation to us. This moment, I am on my way back to NJ, laying over in Chicago, and our flight has been delayed 2hrs, so far. Apparently, our plane needed maintenance and has been kept in the hangar. How can this happen twice in one trip? All I want is to get home safe and on time. Our new plane has just arrived at the gate, unlikely to leave even at the new delayed time, and the engines are smoking. I just want to leave this airport, already. This is the worst traveling experience in my life and I used to fly with American Airlines. So, to anyone planning a trip in the future, just pay the few extra dollars for Delta. It would be well worth it. Also, please refrain from putting objects in the overhead compartment that will fit under the chair in front of you. People with real carry ons need the space for the one compact bag with everything we brought.

Bogota to Houston. Very disappointed in the level of service provided by United Airlines both into and out of Bogota. Into Bogota, the flight was delayed several hours, causing me to miss my connecting flight within Colombia. The United Airlines office in the Bogota airport was hard to find and the United staff were not helpful to deal with headaches caused by their airline. Similar on return flight, not very helpful and disputed office hours posted on the office door in the Bogota airport, they were nowhere to be found. My concern was the possibility of missing my connecting flight in the US due to their delays and the short layover they booked in Houston. Again, no one cared or tried to be helpful. And missed flight, lost baggage and standing in another huge line trying to get things figured out! Will never recommend United Airlines.

I flew from Chicago to San Francisco on one of United Airlines many daily flights between the two hubs. It was a typical United flight: delayed by an hour, no sense of urgency as plane was being boarded. Seat comfort was fine. My power outlet couldn't hold a plug without it falling out constantly, which made doing work difficult. A few things I did enjoy : pretty good customer service, effective internet that priced by the hour (which was a bargain for me, because I only needed to use it for a couple of hours).

Houston to Birmingham via Newark with United Airlines, and not what I expected at all.I paid for upgrade to premium economy, not actually sure it was any different to economy. There was a little extra legroom but apart from that I didn't see anything different. I have been on many flights as travel a lot with work and have to say most economy seats I have had in the past have been even better than this. All seats seemed very old and could have done with a good clean! The service wasn't particularly bad but I wouldn't say it was good either. If I have a choice I won't be flying with them again. Lufthansa premium economy is miles above United, I am so shocked by the difference!

I took UA742 from Palm Springs to San Francisco. The 1hr 45 mins flight ended up taking 3 hours due to general incompetence from United. Several issues occurred. There was an unannounced gate change that was never updated in United's system. The only indication that we were boarding at a different gate was a paper sign hung by the new gate that said "SF." This resulted in several passengers boarding the plane late because they were at the wrong gate. Flight attendants allowed passengers to continue trading seats even after the flight was ready to depart. I understand trying to accommodate families that want to sit together, but once the plane is loaded we should have gotten on the road! Gate agents never asked anyone to gate check, but then (predictably) there wasn't enough overhead space for everyone's bag, so several passengers had to exit the plane, gate check, and re-board, which contributed to the flight delay. The flight itself was alright, but it was just ridiculous how poorly managed the boarding process was.

Philadelphia to San Francisco, and United Airlines boarding system is archaic and ridiculous. Don't pick an aisle seat or you will end up getting on last and there will be no overhead space for your bag. When I was boarding, the Group 3, 4 and 5 lines were lined up for a long time since no one pays attention to this system knowing that they're going to get screwed if they try to get a bag in the overhead. I was a 5 and when our turn came, they suddenly announced that everyone (1/5 of the passengers) had to check their carry on bags at the counter because there was no overhead space available which caused complete chaos. After going through security and always getting x-rayed and patted down for no reason, facing this boarding madness feels like torture not to mention the long flight ahead. I did pay for the extra leg room but you get no priority boarding for that - you're just like the people who pay nothing extra. The crew look miserable and I can't say I blame them and the passengers seem sullen and depressed after the regimen they've been through. If companies like United Airlines want to encourage repeat business, they're going to have to realize that you can't treat people like animals and sometimes you might want to give them something to comfort their stress in flying - not even peanuts - they're so cheap. Then I had to find my bag in the carousel - that took another 45 minutes.

Seattle to Dallas via Denver. We were scheduled to leave at 5:15 am, and have a one hour layover in Denver. We boarded on time, and then just sat for about an hour, while mechanics retrieved paperwork for seat repairs. Apparently the paperwork was at the other end of the airport. I don't know why it wasn't there before the flight. During our "wait", we were offered drinks soon after boarding, and then for the rest of the hour, flight attendants spent their time in the galley, laughing, having a good old time. Not once did anyone check on passengers, at least in the front of the aircraft. On our return trip, which went from Dallas to Chicago, when meals were brought to us, first my son, who doesn't drink, was served a beer, then was served the wrong meal. The attendant was very apologetic, and was really nice, but this seems to be an ongoing problem with United. Service is definitely lacking. As far as the aircraft, they are aging planes, with little in ammenities, like wi-fi, or even power outlets for cels, or laptops. I know these problems seem petty, but I usually fly in first class,and have come to expect better service for the extra money that it cost, but this didn't even come close to other airlines.

My husband injured his back the night before our United Airlines trip from Boston to Maui. We arrived at the airport with him in a wheelchair. We were ushered to the gate by an airport representative - all was well. We had forgotten we booked exit row seats and the gate agents didn't realize the issue until we were boarding. We were in row 7, and I completely understand that, with my husband's injury, we could not remain in the exit row. What I am taking issue with is the manner in which the agents handled moving us. They made an announcement over the PA and offered our seats to the entire plane. All they asked was that 2 people sitting together exchange seats with us. We paid over $100 each to be in those seats and, at most, the seats should have been offered to other passengers in EconomyPlus seating. Instead, the PA announcement caused mayhem at the gate with many people rushing the counter. Our seats were exchanged for two seats in row 27. So, my husband was rolled to the plane in a wheelchair and then had to almost crawl to row 27. They could have offered the seats to passengers in row 8, for example - at least for starters. Seems as though this would make the ADA shiver. Once the agents realized we had to be moved out of the exit row, we became an annoyance to them. This is a huge fail on the part of United. To add insult to injury, once everyone was onboard, an announcement about the availability of economy seats was made! So, I hit the flight attendant call button, explained what happened and was told we could not move - that there really weren't any seats.