United Airlines

I applaud United Airlines for attempting to only allow passengers with 2 pieces of carry-ons. However the customer service in regards to only allowing 2 pieces of carry-ons needs to be improved. Flight out of Seattle to Cincinnati via Houston had rude customer service at the boarding gate. If everyone is allowed 2 pieces of luggage to carry on, then the service on the plane also needs to follow and hold the passengers accountable, ie. one piece of luggage on top while the second piece must go underneath the seat. Just because I do not pay the extra to fly first class, does not mean my luggage is less important. I'm a frequent flyer with United (140k in miles), or at least I was until this past weekend, so you would think that making sure each and every customer would be valued by United. Flying back from Cincinnati to Seattle, via D.C. was just atrocious. Arrived in Cincinnati, only to find my flight was delayed 30 mins due to a late inbound flight - but why did it take United 20 mins before I was to board my plane to email me that information? Then another 20 mins later, received an email that the flight was delayed another 30 mins and the gate changed (luckily just the gate over). My connecting flight out of D.C. to Seattle would surely be missed as I would still be in the air while my flight to my final destination would be taking off. Many of us were in similar predicaments. We were speaking with the woman at the boarding gate, and she advised us our flight was out of the original gate (A11). Then when we all showed her our email from United stating our gate was out of A13, so needed to radio down to ask. One person came back on the radio that the flight to D.C. was out of A11, while another person responded with out of A13. When the gate was determined, the woman at the boarding gate now needed to find if the flight to D.C. was first or if the flight to Houston was next as boarding was soon going to happen. Needless to say, my flight was messed up and I ended up staying in Cincinnati for another night. The next day (Oct. 12), I attempted to fly out of Cincinnati to Seattle via Houston. As soon as I arrived at the airport, I yet again received an email from United that my flight was delayed. Surely this wasn't all going to happen again. I was flying out of the same gate, so perhaps? With that flight being late, we were not sure if I would make the connecting flight to Seattle out of Houston. My flight from Cincinnati to Houston was a little over 2 hours and all passengers were able to get a full can of soda. Luckily, passengers were nice and allowed people at the back of the plane to get off in order to maybe make their connection. Rushed to make the connection and the women at the gate were extremely rude. We told one that others were coming from the late flight out of Cincinnati and her response was "We cannot hold the gate for anyone. You can stay and wait and see if the rest of you party makes it though, but we cannot hold the gate for anyone.". The second woman (taking the boarding tickets) was just as rude. Again the whole you can only have 2 pieces of luggage is fine, but when you are following the rules, having to check your bag at the gate is absurd when United does not actually enforce the "the second bag must go under the seat.". Something needs to be changed on United's end to continue having paying, satisfied customers.

After years of collecting credit card points we decided to use them to fly first class from Toronto to Hawaii and back. We had to go with what was provided. The first flight from Toronto to Los Angeles was in first class on Air Canada. We had a "pod" type seat which reclined flat. We were provided with comfortable pillows and a comforter. We had our own individual screen and could watch movies, tv, etc. The food was great and service equally as good. It was everything we had imagined first class would be. We had the same first class treatment from Los Angeles back to Toronto. The polar opposite is true of our United Airlines portion from Los Angeles to Hawaii. The plane is old and first class only means wider seats that recline slightly more than economy with more leg room but extremely uncomfortable to try and sleep in. Besides the food, the only extra we got was a paper thin blanket - no pillows, no screens, no music, nothing. You have to download the app if you want to watch something or listen to music. What if you don't have a smart phone or don't want to watch a movie on it? The flight to Hawaii was bad enough but unfortunately we were stuck with United Airlines on the overnight flight from Hawaii back to Los Angeles and hardly slept a wink. Ironically before we left home, I decided to leave my neck pillow at home. Why bring it - we were flying first class. Big mistake. United's definition of "first class" is no class. I regret wasting the points I took so long to collect on the United Airlines flights. I will never knowingly fly United again. Giving this a 2 only because the flight attendants were friendly and I felt sorry for them having to work for this airline.

Twice in the last six months I have purchased United Airlines first class tickets only to arrive at the airport and find out we were in coach for the return trip. The first time we paid $600 in baggage fees because we had packed all of our bags to 70 pounds instead of 50. We were given the option of flying another day first class and not having to pay the baggage fees but there was no compromise on the baggage the day planned to fly. The same thing happened again today and I was forced to change my flight to fly first class in again not pay overage fees on my baggage. This really looks like a scam to me.

Sydney to Sioux Falls via San Francisco and Denver, excellent flights. Check in in SYD was a breeze with a very helpful ground staff. Seats in Y were comfortable enough aided by the fact the plane was only about a third full so everyone had a chance to spread out. The international leg had attentive crews with plenty of water runs. Food (lunch and breakfast) was more than passable. We were aware they had stopped supplying a mid flight snack so had taken our own. IFE was good with plenty of movies and TV shows. The Denver flight was 100% full and as usual the vast majority of pax had ignored the carry on rules. The FAs did their best to accommodate everyone and I don't think any gate checking was necessary. United really need to bite the bullet and enforce their carryon rules either at the gate or in the airbridge to make their domestic flights a little more comfortable. The crew did a good job supplying drinks and BoB snacks after take off despite a rather turbulent trip. The short last leg went without a hitch and arrived at our destination early. All in all no complaints. Have been flying this route with UA for a decade on a regular basis and have never had any real problems.

Awful. United Airlines plane from the 1970s to and from Hawaii. Denver to Kona is the same flight length as going to Europe, yet still has one tiny movie screen playing a terrible PG movie. United Airlines needs to upgrade its planes as it is far behind the other airlines in the era of technology. Will not fly again until they do so.

We had a major flight delay (3 hours) on Oct 11th. No e-mail notification from United till 2:05 for a 3:59 flight. There was an earlier flight on Air Canada but customer service said it had no seats left and that it was oversold when in fact not only was it not oversold there was one seat left. The ladies at both counters were brutal, the customer service was awful. Long lines and understaffed! Angry woman with absolutely no coordination between either airline. In the end they earlier flight ended up with more seats available and was delayed itself 30 mins - but do you think they wanted to be helpful and get us easy passengers with carry on bags on that flight? Nope. I fly Southwest Airlines for a reason. I would not recommend United Airlines to anyone. I paid lots of money for a non-stop, good timing flight and now this!

We sat on the LAX terminal for about 30 plus extra minutes waiting to take off without A/C. The two flight attendants seemed like they had no clue what to say or do before the flight even took off. We left at 7:30ish from LAX and planned to land in San Antonio around midnight, about 11pm we get notified we're making an emergency landing in El Paso to re-fuel due to a storm and we need to go around it. As soon as we start landing, the lights start flickering on and off. So we land, they can't leave the A/C on because they have to shut everything off to re-fuel. We sat on there for an hour or more while they re-fueled, and then not only to tell us we may or may not be going through the storm but the lights were flicking because the LAX crew didn't charge the battery enough and that sucked all the energy so they're needing to trouble shoot that, but we'll be fine and off in a jiffy. One guy yelled "what's going on?" and the lady flight attendant literally "shhhh"ed him! They kept going into the cockpit with the pilots and coming out with looks on their faces like "we're screwed", but they didn't have the decency to tell us anything. When a man asked about what's going on, the male flight attendant said "well we had to re-fuel to go around the storm, if we go through it, it'll rip these wings right off. I don't think any of us want that do we." While we are still sitting on there for who knows how long, the man comes back on and says "Hey guys we know it's hot but it's just one thing after another, apparently one of the engines isn't working so we're bringing mechanics out to fix it, but it'll be fine." So, they finally get sense to let us off the plane, we take our carry-ons and walk off the plane onto the terminal, walk up another set of stairs into the tunnel and sit in the airport, it's about 12:30am at this point. We sit for about an hour without any word from anyone and then a guy from the airport says we're going downstairs to get vouchers "just in case" we can't fly tonight. Clearly, no one wants to get on this plane. We stand around waiting for someone to give us vouchers for about 30 mins. They put our luggage in baggage claim so we can go get it. Then they say we'll have a flight at 7am because all others are full and it's on the same plane. We could either stay on cots at the airport or get hotel vouchers, but per the airport all the hotels were full. So the next morning everyone is ready to go at 6:30am, we've had a good few hours of a nap. 7am rolls around and no plane. The lady from the night before that was telling us of information of flight "choices" and so forth comes and says once again "I work for the airport not the airline, I didn't promise you a flight at 7am." When last night, she literally was the one that informed us of everything. So we wait for about an hour plus before a plane that had no one on it magically appears for us to go on. This whole time the airport staff and security was arguing and yelling back and forth at the passengers who were expressing their frustrations. We ended up in SAT 2 hours later than promised but made it home.

The carry on baggage policy is laughable. A bin less than 2/3 of the size of the actual overhead luggage space is used to determine whether it is the right size. And the gate agents decide who they are going to challenge to go through the process of placing your carry ons in their bin. I have never had a problem getting my carry on to fit in the overhead. Traveling with a family of 4, all with properly sized carry ons, the gate agents singled us out and forced us to gate check the bags. There is a reason I never fly United and I was reminded yet again.

I flew with family, total 5 passengers from Shreveport to Miami on October 3rd 2015. The flight from Shreveport to Houston was delayed from 5:40 am to past 7 am for "aircraft maintainence". The same reason was given for another delay from Houston to Miami. Finally reached Miami delayed by some hours. Miraculously we took off on time on October 10th from Miami to Houston. However true to their modus operandi we are here in Houston delayed cause our aircraft is stuck in Wichita. Lord alone knows when we will reach home. United Airlines is operating like a 3rd rate dysfunctional airline during the off season. I shudder to think of it's performance during the holidays. This from an airline that charges for bags and is stingy as one can be with snacks inflight. The least United could do us be on time! Seriously United have some sense of shame please.

Our United Airlines flight was delayed several times before finally being canceled, then was hurried to another terminal were we felt like we were a bother to the people they told us just go online it will fix the problem but alot of us wanted to be reassured there would be a flight in the morning. Was given discount rate vouchers for hotels but considering it was already midnight most of us chose to stay in the terminal, the bathrooms were blocked off or locked most of the night. They never offered blankets or pillows, we were on our own. We were here for about 12 hours with everything shut down, nothing eat or drink until morning for most - unless it was from a vending machine or to go from terminal A over to terminal A which is on the other side of the airport. We all thought that maybe when we did get under way, we might have gotten something on the flight - but nothing was offered, and real disappointing.