United Airlines

Check-in at Boston went smoothly and the plane boarded on time. I enjoyed using the free personal device entertainment United offers on their Airbus aircraft. While waiting at Newark Liberty for my next flight to Chicago, I was notified two hours before take off that my plane would be delayed and I would miss my final flight to Appleton. I was quickly placed on stand-by for another flight to Chicago, but soon realized I would not be able to get on that flight, as others were trying to fly stand-by as well. I had to take my original flight, which was delayed three hours, due to the fact that the aircraft was coming from Dallas and was delayed due to storms. I missed my original flight to Appleton, so was booked on a later one. In all, I spent about 15 hours on planes and in airports. It was a long day, but except for one customer service representative at Newark, who acted as if I was an inconvenience, every other United employee I dealt with was kind and helpful.

This entire trip has been a fiasco. My first flight was 4 hours late, and my second flight 3 hours late. Communication to the travelers was either inaccurate or non existent. The Newark gate representative was yelling at another customer when I approached the kiosk, and was belligerent. I think that UA could have taken more care to have a plane, or crew, or whatever available as promised. I paid my fare on time.

Flight at 5.21pm was cancelled due to scheduled maintenance, which I understand. What I don't understand is why there wouldn't be another aircraft in use if they knew there was a flight scheduled. Then departure was scheduled for another flight 3 hours later at 9.00pm. Three hours later arrived, but still no sign of an aircraft. Now, the reason for an additional 2 hour and 5 minute delay was "a late inbound aircraft coming from OH". They can't figure out what is going on, maintenance or a late inbound aircraft? The original departure at 5:21pm turned into a departure of 11.00pm. I call customer service and the rep was rude, didn't let me finish talking before she cut me off and didn't listen to my questions. I forgot that I disliked flying with United. I last flew w/them 7 years ago and was so upset at the lack of organization, delayed flights, small and uncomfortable seats and poor service by the staff. I vow to never fly with United ever again!

I arrived at the airport too early and had to wait to check in. This was my fault. The lounge was great and I was able to have a nice breakfast. The flight attendants were fine, the seat was comfortable and the lunch, I had the beef, was excellent. I woke up after a quick nap and the fasten seatbelt sign was on and stayed on for the last six hours of the flight. The arrival snack was rather disappointing, a piece of bread with tomato sauce and some fruit. Thirty minutes before landing, the pilot finally came on and said, the fasten seatbelt sign is on and prepare for landing.

I have a huge problem with United overbooking flights. We arrived at the Durango airport 1 hour before our flight and were told the flight was overbooked and we could not board. There were available seats, but they were upgrades so we would have to pay the additional cost. That doesn't make sense to me. United sells more economy tickets than there are economy seats on the plane and then expects me to either pay more money to fly or spend the night, at my expense, in Durango. They should have just given us the seats. My son was on a flight leaving Durango after ours for Denver and because of delays missed his connecting flight for Oklahoma. After waiting in a line where passengers were receiving hotel vouchers, he was told in a very matter of fact tone that he did not qualify for a voucher. He eventually got his voucher but he did not need to go through what he went through to get it.

I have recently flown to Guadalajara (Mexico) with United from Tokyo. NRT-IAH was on a Boeing 777 The seat has nothing to do with any modern airliner seat. Its comfort is at the limit of acceptance level, all they provide is a foldable tray which does not even have a glass holder. There is the latest in-flight entertainment system which comes actually with a very small screen. It hung 3 times while watching movies. One more time, it is relatively new but not comparable with modern systems. The service on board (if it can be called service) was the worst service I have had in the last 10 years. The crew were not polite, and didn't ask once anything like "Can I offer you something to drink?" instead they look at you without saying anything, until you say what you want. If you are not fast enough they are gone. IAH-GDL was on Embraer RJ145 I wonder how they can operate this route with such small airplane when GDL airport is able to handle bigger airplanes. You can't even stand up on this plane. Overall, my review is totally negative. It is like going back 30 years. Never again.

I flew from Tulsa to Houston to Veracruz all on the same plane with the same crew. The flight attendant was great, but no one on the crew spoke any Spanish. We circled Vera Cruz two times and couldn't land because of weather. We landed in Tampico and 90% of the passengers did not know what was going on because all the announcements were in English! 2 hours later we got fuel and tried again to land in Vera Cruz, we landed in Acapulco at 4am. Basically a 3 hour flight turned into a frustrating scary 21 hours, ending in me purchasing another one way flight and not being refunded. United seems unorganized and incompetent. Why would you send a plane to Mexico with a crew who know no Spanish.

Sitting in the airport flight is now 1.5 hours late. All but 1 United flight in this terminal are hours late. Weather is great, rep can't give a reason for these outrageous delays, "we are waiting for the aircraft". Consumer be warned, avoid United.

I was supposed to leave at 11 am to Dallas connect to RS, instead waited for 10 hours in LA airport, then I was sent to San Francisco, waited 4 hours for a flight to Chicago and from there to Fort Myers. The trip was over 24 hours. The say it's the weather but really I think they overbooked. The planes have the most uncomfortable seats. Talk about a nightmare!

Without question, the most unhelpful ground staff that I have encountered and I travel almost weekly both internationally and domestically. The aircraft cabin crew were great. The aircraft was an old (very old!) Boeing 767-300, and the "Premium Economy " seats were a joke. The aircraft was delayed by 3 hours in Newark because of "the inbound aircraft not being available" and when the aircraft finally did arrive, it developed a "computer fault" that further delayed departure by another hour. What I found incredibly frustrating was the complete lack of customer service by United staff at Newark. They obviously view customers as a hindrance. Never again.