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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2/10

"can't get service right"

(Australia)

Los Angeles to Melbourne with United Airlines in BusinessFirst on the new Boeing 787, which is a great aircraft. The exceptionally poor service by the cabin crew made the trip memorable for all the wrong reasons. The whole experience started on a rather odd note, when boarding the flight I was asked if I had a visa for Australia. I thought it was a rather unusual question given that I was traveling on an Australian passport. And when I attempted to explain that I don't need a visa to go home, she continued to argue that I need to present one. And it all went downhill from there. When I finally boarded the plane and I was offered a drink, I politely asked if I could have a glass of water without ice. I was thirsty as I just raced through LAX to make my connecting flight home. And I could not believe my ears when the crew member responded with the question 'What's wrong with you?' Now I know why United has such a poor reputation. It's such a shame though as their planes are on par with other airlines. Just can't get the service right.
AircraftBoeing 787
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLAX to MEL
Date FlownOctober 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
7/10

"product is slowly improving"

(United Kingdom)

I'm a 1K Million Miler so have stuck with United over the past two decades through thick and thin. United's overall international product is slowly improving over the past two years. London's Club lounge and BusinessFirst seats (Continental configuration) are on par with its rivals across the atlantic. Boeing 787 a dream to fly. Houston based crew were excellent, food and wine satisfactory. Connected in Houston for South America flight, US Club lounges continue to be a big disappointment in the US, I really don't understand how other Star Alliance members can't put pressure on UA to improve these to acceptable Business class standards. Another 787 to Brazil, good flight experience and plenty of sleep in a comfortable seat. Keep the good work up United.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteLHR to GIG via IAH
Date FlownOctober 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
7/10

"flights were of varying quality"

(United Kingdom)

Used United for a recent trip to USA - starting from London to Boston, plus some internal flights to destinations (with stopovers). The timing of all flights were impeccable, and the airline staff were friendly. Customer service was good. Flights were of varying quality - some a bit cramped. But in general, they were fine, with decent food.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Boston
Date FlownOctober 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

"friendly flight attendants"

(Canada)

Flew United Airlines from Ottawa to Chicago. Friendly flight attendants, clean airplane and flight was on time.
AircraftEmbraer 175
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOttawa to Chicago
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"I was pleasantly surprised"

(United Kingdom)

I found myself on a United flight bak to London by accident recently after British Airways had to change aircraft from an A380 to a B747 which meant they had to re-book quite a few passengers onto alternative flights. I must say when I heard I was going back on United I was pretty disappointed as I've always thought of them to have a pretty mediocre reputation. However, I think that mainly applies to their domestic US operations. Perhaps because my expectations were low, I was pleasantly surprised. I think I ended up in United's Premium Economy, Economy Plus. The main selling point here being the extra leg room, which I have to say was pretty ample for economy class. The staff both on the ground and in the air were excellent, very friendly and professional. The inflight entertainment was so-so, but comparable in many ways to that of British Airways on my flight out. There was very little choice in the way of films and TV shows.Many of the TV shows only seemed to have one or two random episodes available to watch.The screen was pretty small though and it was really tricky to select the required item on the touch screen. The cursor kept on hovering over the wrong item. Although annoying, on a 7hr flight it did the job. The food was pretty mediocre I have to say - like a deeply budget ready meal. I know airline food is never going to be that great, but compared to other long haul flights i've taken recently with the likes of Cathay Pacific and even BA, it was pretty bad. Also, the wine on offer was from a juice carton which was ominous - it tasted like it was from a juice carton too. Not sure they'd be my first choice in the future, but not as bad as I was expecting. For the 7hr journey across the atlantic it did the job.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteDulles Internation (Washington DC) to Heathrow (London)
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"service fee is outrageous"

(United States)

Terrible customer service, and they really just want to find any possible way to take your money. I had to switch a flight for work for personal reasons, and got charged a $200 service fee plus some other $35 fee that seemed inexplicable. I got the $35 taken off, but the $200 service fee for changing the flight is outrageous. I usually prefer to fly Southwest when I can and I have never had much of an issue with United Airlines before, but I definitely will be looking at them through a different lens now.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteKansas City to Salt Lake CIty
Date FlownOctober 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

"exceeded my expectations"

(United States)

Very smooth experience on-board with United on LAX to LHR route. Having wi-fi was a priority for me, and I had connectivity throughout my United flight. There was also a power outlet underneath the seat. The quality of food was really good and exceeded my expectations. United has a vast selection of Movies and TV shows on international routes. The only part of the "United experience" that I am not a fan of is the boarding area of Terminal 7 at LAX. It is small, congested, fewer seats, and doesn't have as many windows from which you could enjoy the views outside. On the bright side, United is planning a major upgrade for Terminal 7 and 8 at LAX.
AircraftBoeing 777-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLAX to LHR
Date FlownJuly 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
8/10

"polite and friendly FAs "

(Canada)

Excellent United Airlines flight between Chicago and Tokyo-Narita on October 26. Very professional, polite and friendly flight attendants who were attentive to us, since we travelled with a small baby. Excellent vegetarian meals. The entertainment system didn't failed in the middle of the flight.
AircraftBoeing 747-400
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Tokyo-Narita
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"haven't had a single delay or problem"

(United States)

Excellent flights from San Francisco to Sao Paulo via Chicago and back. All flights on-time. Crew were friendly and attentive. Food was edible. Seat back in-flight entertainment was extensive. This was my fifth long-distance international flight with United this year, and I haven't had a single delay or problem on any of them. I think some people have unrealistic or outdated expectations of what air travel is like these days. United fulfilled all my expectations.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSFO to GRU via ORD
Date FlownOctober 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
8/10

"comfortable and uneventful"

(Puerto Rico)

Flight from BQN to EWR was nothing out of the ordinary but it was comfortable and uneventful, even if it was a red-eye I would've liked some sort of refreshment or meal offered for free for a 4 hour flight. Or at least entertainment options. Flight from EWR to PVG a pleasure, flight on time, ground staff welcoming and helpful. Cabin crew was always willing to serve. Free beer that made the trip easier, also United has a 3 course meal for international long haul flights. IFE had a big selection (and the complete 007 film library as something special for October).
AircraftBoeing 737 and Boeing 777
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBQN to PVG via EWR
Date FlownOctober 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