United Airlines

My son and I recently had a connecting flight from Denver to Salt Lake City. When we got off the plane the board said our flight had been cancelled. When we asked why they customer service representative told us that our flight had been chosen at random because of the weather. We were told to either wait at the airport for 12 hours or we could pay for a motel. In my opinion the motel should be provided if the airline has the ability to just randomly cancel flights. What a major inconvenience. The customer service rep was very rude and unaccommodating. I'll never fly united again.

UA1464. We flew from Palm Springs to San Francisco then from San Francisco to Calgary yesterday. Excellent flights connections and service.

EWR-SJO-EWR. No-frills airline. All flights were on time but the seats were uncomfortable and cramped there was no free food in coach and the flight attendants were unpleasant and unprofessional. Ever since the merger service has declined and prices have gone up.

I made my reservation months in advance. I was supposed to have an aisle seat about 5 seats from the back of the plane. When I boarded the plane I was not in that seat. Instead I was put in the very last row by the toilet. I had work to do and tried to power through it despite the terrible seat. The seat would not recline and the gentleman in front of me reclined so there was no room. My head was just inches from his reclined seat (I asked and he agreed not to recline all the way back). I was constantly bumped as people walked to use the toilet and the smell was terrible! I asked the steward why my seat was changed he said it happens all the time. You think you have reserved a seat in the middle of the plane but it is really further back. Otherwise no one would choose the back row. So I was tricked and according to the steward it happens all the time. He made no effort to apologize or make the situation right. It is one thing to realize in advance that the only open seat is by the toilet. It is another to pay that amount of money and reserved far in advance and get "placed" in the back by the smelly toilet. I put 1 star for food and beverages because I couldn't eat anything even the food I brought on board because of the smell of the toilet. I put 1 star for the entertainment because it required a credit card. I would have given negative for seat comfort and satisfaction if I could have. I put 1 for staff service as the man in the seat in front of me was hit in the head by the trash bag every time the stewardess went by and she didn't even seem to notice. On the plus side it was terribly windy and the pilot did a good job with the landing.

I booked a last minute trip from Orlando FL to Hong Kong. The price was OK for few days notice but the in-flight experience was one I would like to forget. In the past I flew overseas with other international airlines from abroad and most treated me and my family very good. With United it was my worst experience flying overseas. Flew from Orlando via Newark to Hong Kong direct. The seats were hard as a rock which made it very hard to sleep. The entertainment system offered all these channels and music that did not work and not available for viewing. The food was terrible and small. It was half the size of a lean cuisine dinner. They charged me $8.00 for a half a can of beer. The attitude of the flight attendants were rude. Returning back to Orlando via Chicago from Hong Kong the flight was an hour and a half late which caused me to miss my connecting flight to Orlando. Got no sympathy from service desk and was stuck in Chicago for an extra 4 hours. I will not fly United ever again. Its not only bad service they provide but bad attitudes and they want to change you for every single little amenity. Avoid this airline if you can.

BRU-ORD-BRU. On the flight BRU-ORD the entertainment system was down so we had no entertainment at all. This was announced prior to boarding so it did not come as a bad surprise after take-off. This is not pleasant on a 9+ hours flight but United compensated us by serving all beverages for free including beers wines and liquor. After dinner the attendant even proposed to pour us a cognac without we had to asked for us. This is proper compensation and client care. The food was airplane food not great but the chicken was OK and before landing in Chicago we got a hot sandwich. On the flight ORD-BRU the entertainment system was working properly but the seatback screens on the Boeing 767 were utterly small. For dinner I ordered the pasta which was dough and something like tomato sauce not very tasty. Legroom was better than on most Asian airlines and attendants were courteous and caring. I see no reason why I should not take United again.

ORD (Chicago O'Hare) to OGG (Maui Kahului) round trip. To Maui it was announced that the flight (a B777) would not have wi-fi. Luckily we brought our own electronic devices loaded with media to watch or read on. On the way back wi-fi was available but none of our devices was able to connect (iOS and Android) stuck in "sign in" anywhere from 20% to 80%. The home-leg departure was delayed for loading of catering supplies (i.e. food that would be for sale?). Flight attendants are rude as if you were sitting in their furniture without asking. It's easy to use polite language and manners even if you're not sincere yet they could not muster a minimum effort. The price for this flight is quite high as much as ORD to an Asian destination but it seems more like a budget flight. I guess it's because it's a straight flight (no lay-overs). Next time I will try Alaska Air with one stop-over at a much lower price (less than half!).

The flight is always too full for everyone's carry on baggage. I don't like having to make sure I'm first in line to get onboard just so I know I don't have to check my bag. I had to check my bag the last few trip and wait for an hour for it to come through after landing. I cannot believe they are now charging for inflight entertainment. It's one step too far.

ORD (Chicago) to OGG (Maui). They notified us that there would be no wi-fi on the flight. Fine. We had media- filled devices so we could tolerate the 9-hour flight. OGG to ORD wi-fi was 'available' but none of our devices (Android and iOS) would connect. Loading for the sign-in page would stop at 80% at the highest but then would hang. Forget about it. Take-off was delayed for loading of 'catering supplies' (food that would be sold to us?). Flight attendants are always rude as if clearly they would rather be doing something other than attending. Waving a hand for your trash dour faces curt language ("You need to [do this or that].") All this for the privilege of a non-stop flight at an international price. Hello Alaska Airlines.

My husband is a frequent flyer with United Airlines in his personal and business travels without incident. In saying that I am a reasonable person I can understand that our flight was delayed and then cancelled due to mechanical problem. However the rudeness of the ticket agents was a total shock to me and most of the other passengers. Staff did not seem to be equipped to handle helping people re-route their flights and were flustered and unprofessional. It is very difficult for me to express my disappointment in the way the situation was handled. The only apologies we received were from the airport security officers who showed up at gate 29. There were no announcements stating that they (the ticket agents) were going to help us with connecting flights there were no apologies for the inconvenience of having to sleep in the airport no announcement that first class passengers and those with small children would be found hotel rooms and others would be left to their own devices to sleep at the gate. Some water and sodas were provided but not enough for everyone. The ticket agents seemed to be "put out" in trying to help us. Isn't that their job? I believe that customer service is a huge part of any business and if you don't have good customer service you have nothing. No food vouchers were offered unless asked for this I found out by asking a fellow passenger where he had received his vouchers.It should have been announced that everyone would receive these after a long night sleeping at the gate. The lack of communication was shameless and again unprofessional! I believe there needs to be some training with the staff at United Airlines Maui to help in dealing with situations such as cancelled flights and exhausted guests. And regarding the 125.00 voucher we received for the inconvenience of this debacle doesn't come close to compensating for the discomfort and inconvenience of having to sleep on a filthy airport floor! Horrible customer service made the situation even worse.