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

"poor customer service"

(United States)

I called United to book a one way flight from LA to Dallas, but the person I spoke with could not speak English very well. After repeating, again and again the date of travel, this person finally managed to check the schedules and found a morning flight. I listened carefully, without interruption, to the flight times and flight numbers. United's agent said, "OK, sir, I have you booked on flight XXX from LA to NY to Dallas. Can I have your credit card information please? I thought it strange that a United flight would travel across the USA to NY, turn aound and then fly to Dallas. I asked the agent if there was a more direct flight available and he replied, "No." I then said to the agent, "Why is it necessary to fly first to NY and then to Dallas." The agent replied, "Sir, this is our schedule. A short lay over in NY and then to Dallas International." Dallas International? I lived in Dallas for many years, and always knew the airport as DFW/Dallas Ft. Worth. Are you talking about Dulles International (not Dallas) in Washington, DC? The United agent replied, "Yes sir, of course." I said, "No thanks," and hung up the phone. I was seconds away from giving this United agent my credit card information for an incorrect flight because of his inability to understand English. Last week I again telephoned United and was again connected to an agent with less than perfect English speaking ability. I hung up the phone. When I spend hundreds of dollars, if not thousands, on a particular product I become more cautious. And when I have trouble communicating with a vendor about such products because of a language issue, then I become wary and concerned that my questions and/or instructions will be either misunderstood or ignored. Find another vendor. United needs to understand that it's employees become their public image. And employees that cannot communicate properly will give the public a bad impression of United. United apparently does not understand that poor communication means poor customer service. And poor customer service always means a loss of business. Another issue is trust. It is my choice where to spend money, and with whom to travel.
Type Of TravellerBusiness
Seat TypeFirst Class
RouteLos Angeles to Dallas
Date FlownJanuary 2015
Ground Service 12345
Value For Money 12345
no
1/10

"a joke and not a funny one"

(United States)

I must be insane. I keep giving United Airlines a chance, expecting its service and commitment to getting a flight to take off on time right. And it is always the same. Incoming flight late for some undisclosed reason, various mechanical failure like light out, toilets not working, etc. Been the same poor customer service the past 10 years. United is a joke and not a funny one. How about a 2% refund for every 10 minutes the flight is delayed.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteORD to DFW
Date FlownNovember 2015
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

"inflight service excellent"

(United States)

First Class on United Airlines from Frankfurt to San Francisco. The First Class cabin is on the main deck in the nose of the aircraft. The flatbed seats are very comfortable and there is plenty of storage space. The food served and inflight service were excellent. Although not as refined as Lufthansa First class or the Swiss First product, I would rate the United First Class product a solid A. The stewardesses on this flight were outstanding and their attention to detail came as a surprise.
AircraftBoeing 747-400
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteFRA to SFO
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
4/10

"get more on top of it United"

(United States)

I originally flew out of Portland International Airport to Denver. The flight attendants coming from PDX were great, very friendly, courteous and respectful of all those flying. However I had a connecting flight from Denver to St. Louis, that was delayed by 2 hours due to maintenence issues. That's fine I know things like this happen and am always prepared! However the boarding attendant in Denver told everyone over speaker that they had been dealing with the issue for 3 days. My question is if you have had a broken down plane for 3 days don't you think you would consider finding an alternative solution to this problem prior to your booked flight checking in? So we get on the plane, fine we had a bit of delay still not angry except for the attendants with nasty attitudes! The only person that was halfway decent on this flight was the lady handing out the snacks! I was rudely asked to put my clutch under my seat that was safely strapped around my body with my personal contents inside (it's smaller than an ipad) that I wasn't asked to "stow away" on my previous flight. And an elderly man was refused the bathroom after we had been sitting at the St Louis airport for 10 minutes and had another 20 to wait because even though our flight was delayed 2 hours they still weren't ready for us to land which is crazy to me to think, you would think you would get more on top of it United. I guess in the end you get what you pay for.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to St Louis
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"United doesn't get it"

(United States)

United doesn't get it. I can't watch a movie on the 2"x3" screen of my smartphone and I certainly can't carry any more stuff on the plane and have no intention of buying a "tablet". So bad food, no magazines to read, no newspapers and as of a year ago no way to watch movies. No wonder people hate to travel especially on United Airlines. Do other airlines still have seat back screens or at least TV's over the aisle?
AircraftBoeing 757
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBoston to San Francisco
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"7 of the flights had an issue"

(United States)

The second time I have flown Denver to Kansas City route with United Airlines, and the second time the flight has been delayed. So far delayed 35 minutes but I fully expect this co be extended as it was last time. I have flown United Airlines reluctantly 9 times over the past 3 years when my usual carrier cannot meet my schedule, and 7 of the flights have had an issue that lead to delays.
AircraftBombadier
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDEN to MCI
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"felt like a budget-airline"

(South Africa)

A red eye flight from San Diego to Newark. Plane filled to capacity. Seats look modern but hardly recline. Refreshments are offered but if thirsty bring your own drink. Bulk head storage was filled to capacity and not sure if all passengers could place luggage above. This is no surprise now that United Airlines charges for checked-in luggage. It felt like I'm flying a budget-airline but paid a full ticket price for a seat.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Diego to Newark
Date FlownNovember 2015
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

"great customer service"

(United States)

I had a United Airlines flight going out of Portland (PDX) tonight that was going to San Francisco as my connecting flight home to Phoenix, and it got delayed then cancelled. United staff took the time and found a direct flight from Portland to Phoenix as soon as they could! That is great customer service right there, and it made me feel special and given the circumstances they were working under they were still kind and willing to help. I didn't get their names, but I just wanted what they did for us to be known! Thanks again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePortland to Phoenix
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"treated exceptionally well"

(United States)

My first segment (SLC to IAH) was actually okay. Unfortunately, their A319 was not fitted with IFE. Instead, UA provided free entertainment that pax can stream to their mobile device. While it's a great option, this isn't my preferred source of entertainment. Unfortunately, my flight ran into pretty bad weather while approaching IAH. This caused me to miss my connecting flight to MFE which happened to also be the last flight of the night on that route. Then, United Airlines surprised me. By the time I had landed, my flight had already been rebooked to the earliest available flight the next morning and I was given a hygiene kit. Because of the possibility of inclement weather the following morning, they had also placed me on standby on a later flight in case the first rebook was affected. UA staff was very polite, and actually did an amazing job at taking care of me while I was stuck in IAH. I also appreciate UA checking in during my travel to make sure I was okay, and to fulfill reasonable requests. At the end of the day, I was treated exceptionally well, especially considering the circumstances.
AircraftA319
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteSLC to MFE via IAH
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"overall service great"

(Canada)

Calgary to Fort Lauderdale via Houston, returning via Chicago. This was our first experience with United Airlines and the overall service was great. Flight Attendant on Calgary-Houston leg and both legs of return flights were fabulous, constantly ensuring we were cared for. Meals were decent. Inflight entertainment - only glitch was not downloading United app to utilize the free WiFi. Loved the United Club lounges, greeters friendly and helpful. Flight from Houston to Fort Lauderdale was delayed and flight attendants cranky, but it was a short journey.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteYYC to FLL via IAH
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes