United Airlines

PBI-IAH-LAX-NRT-SIN - original scheduled route. Route actually flown with delays: PBI-IAH-LAX-SFO-HND-SIN. All domestic flights offered only beverages or you could purchase food. Flight delayed due to weather in IAH. Arrived into LAX and my connecting flight had left. Ground service was little to no help. Crew at gate barked to go to Customer service and they only deal with guests at that gate. Customer service had only one person to rebook flights for 40 folks waiting in line. Called 800 number and then was told to call another number to speak to someone about my international ticket. Finally got rebooked but it meant flying to SFO and then onto Singapore. Good part is my flight from Tokyo to Singapore were on ANA. There was a gate change while en-route to Japan. The ANA attendant met me at security to inform me of gate change and asked if I wanted a transport.

A recent flight from London to New York recently was perhaps the worst experience we've had. We recently flew Nashville - Dallas - San Francisco on United (first class). Food service etc was great. But woe to the huddled masses. For some reason on the return we were bumped to business (first leg) then economy (last leg). For a six hour flight "breakfast" was a box with a roll candy bar and yoghurt. But the last leg we were seated in economy and the blinders came off. Seats were probably used on misbehaving prisoners - as ergonomic as a stone carving tattered "leather" painfully thin. Video screens (and I use the term loosely) had been randomly attached to the ceiling for which earphones could conveniently be purchased. I'm unsure which is worse - this or the "individual screens" on the last AA we flew - scratchy color off glaring possible the worst picture quality on Earth. No problems with bags or leave time.

Flew to Las Vegas from Amsterdam with a stop at Chicago. Were delayed at Chicago for 3.5 hours with no communication from United staff and 6 gate changes. Onboard entertainment system broke down after 2 hours (on our flight from Amsterdam to Chicago) so we had 6 hours where we had nothing to do but just sit. Flight crew was uninspired. Return flight from Las Vegas to Amsterdam got cancelled 15 minutes before we arrived at McCarran airport because there was no crew available. Eventually flew back to Amsterdam through Los Angeles with KLM. Customer care pointed at Reservations and Reservations pointed at Customer Care. Was on the phone (international call) for over an hour and just got disconnected. Several e-mail back and forth only thing United did was apologize for the inconvenience. Stay away from United.

Flew EWR-AMS-EWR earlier this month. Had extra legroom in Economy Plus. Boeing 757 was very comfortable. Food was surprisingly good. Their "Asian Vegetarian" option was a really nice Indian curry. Soft drinks coffee and tea are complimentary and are frequently offered throughout the flight. Crew on both sectors were accommodating and very pleasant. They made quite an effort to make sure we were well fed and hydrated. I was travelling with two very young children and the crew constantly came up to our row and checked in on us. It made us feel welcomed and relaxed. Great in-flight entertainment with lots of great video on demand. Would definitely fly with United again.

I was very disappointed with the service and overall experience I received from this airline I had a flight out of Fort Lauderdale Airport at 7.45 am I had arrived early around 6 am with my 4 month old infant. We boarded the flight on time everything seemed to be going as planned until the flight was delayed due to some electrical in the control panel. We ended up sitting on this flight for a good 2 hours waiting as they kept saying sorry and we will update you more in 5 minutes and then 30 minutes and overall a 2 hour wait time until they said we are sorry but we must all exit the plane and wait in line until we could get booked for another flight. Once booked for a new flight they gave us food vouchers the new flight they booked me on was at 2.55pm it was only 11am so I was expected to wait with an infant for another 3 hours - a long day waiting me with my son. I then received a notification on my phone that the flight they rebooked me on had been delayed 90 minutes which would have meant being stuck in Houston airport where my connecting flight was but that I would have missed by the time the new flight had arrived. I was then put on another flight leaving Fort Lauderdale at 5.15pm and arriving to my destination at 11.18pm. I don't think that this was handled well at all especially since I was carrying a child around and had only me.

Flight 1660 from Denver to Houston. This airline is horrible. If you have other options to fly to a location exercise the alternative and pay whatever it costs. Delayed 5 hours. Refused to hold connecting flight despite the fact that over 30 passengers were connecting via that flight. No discounts offered on flights. No ticket offers to fly at no expense in the future to another location. Absolutely horrible customer service. Rude and ineffective agents/representatives. A company that could not care less about customer service.

ROC-ORD-JAC and JAC-ORD-ROC. Outbound flights went without a hitch. ORD-JAC segment in an A-320 with new slim seats. Seats were more comfortable than I thought they would be based on previous reviews. Flight Attendants pleasant and made several passes with water for a three hour flight. Return was delayed two hours in JAC. Not a problem for me as I had a 5 hour layover scheduled in ORD. Equipment was an A320 as well and the Flight Attendants were pleasant and attentive. I would give higher marks for seat comfort except both ROC-ORD and ORD-ROC segments were on a regional partner using an ERJ-145. Seating was cramped and the small cabin is not for those with claustrophobia. In all United gets you from point A to point B. They certainly aren't JetBlue.

I've never actually been embarrassed to be seen travelling business class before. I met a colleague at the airport and I was wearing the same clothes for the past 2 days (they cancelled my flight and didn't return my luggage- later found out that they had reinstated the flight but didn't tell me). In front of us both I was told by a flight agent that the flight United had booked me on was full-they didn't even book the other flight! Now my rescheduled flight is delayed another 4 hours.

Overbooked flights planes grounded for maintenance issues replacement aircraft with fewer seats. My flight out of Houston quickly fell apart as the original plane was both over-booked and grounded for maintenance issues. While waiting to find out if there were enough seats for everyone stragglers who had been bumped off previous flights were given seats over those who were actually assigned to the flight. Overall a very poorly executed attempt at damage control.

LAX to MEL on new 787-9 Dreamliner. This is the world's longest 787 route at around 15 hours so I would not even had considered flying United if they were using their old 747 with no IFE. This flight was excellent to the point I was wondering if I was actually flying United. I was in economy plus (which is not premium economy) but the extra legroom for a small surcharge really makes a big difference for such a long flight. The plane was brand new with excellent Panasonic IFE with very clear screen USB and power at every seat Wi-Fi which worked well for the entire trip good food and polite service. This was the best United flight I have ever taken and really feel they have a competitive product on this route (competing with QF A380). The only negative would be that you have to depart from the hideous terminal 7 at LAX. The return flight arrives at TBT to clear customs so think it would be much improved experience if UA international flights could depart from TBT as well.