United Airlines

Terrible service unless you are some sort of elite status traveler. This airline wouldn't let me pick my seats during on-line check in. Assigned me and my 9 year old son Exit row seats because the flight was completely oversold. When I advised gate attendant that a 9 year old would be in the exit row they stated that I "shouldn't have agreed to the terms and conditions of those seats". Told to leave my boarding passes and they would fix it. After 40 minutes everyone else gets on plane I go up to find out what's going on and I'm then given back my original boarding passes and told to get on the plane and they would fix it there. Onboard told to see the 2nd attendant. The 2nd attendant tells me I can't sit in the exit row with a child. An attendant moved 2 people out of their seats into the exit row and then snidely says to me "See. that wasn't so bad was it?". I've taken 4 United round trips in the last 5 years and pretty much determined that this kind of attitude is common.

LHR-ORD on 25 Feb. Flight departed on time and arrived 40 min early. 2 of 3 FA's good with prompt service. Third was trying but seemed befuddled at multi-tasking thus often a step or two behind. Nice touch that rather than leave the mid flight option at the galley they did a more formalized service. Food on primary meal was so-so for example my tilapia and shrimp had no tilapia. The per-arrival burrito was actually quite good. Seats were comfortable though a bit narrow and limited space to neighbor.

EWR (NJ) direct to POS (Trinidad). The United Club was unfortunate and so was the outdated 737-800 (UA1505) that took us to our Christmas vacation. Save your money folks and fly coach. This class of service is not worth the extra cost. I would say the worst part about flying United is the unenthusiastic and unhelpful service. No big surprise to anyone who flies United regularly. I also bought the Premier Accelerator and Reward Accelerator erroneously thinking that I would maintain my Status Match level with this flight. The "fine print" here is that the Accelerator is not permitted in achieving status if you're doing a Match but their web site will continually advertise it to you like it is. You will also be allowed to buy this product which I now have deep regret doing.

Our last series of flights (from the UK to the USA and also within the USA) were quite simply the worst travel experience we have had in over 30 years of being regular international and national travellers. Staff in the business class lounge were unhelpful badly informed and unfriendly. Flight was delayed and we were initially held sitting on board for several hours. Then had to de-board and a few hours later the flight was cancelled. We had to exit through the baggage hall. Despite having a lot of baggage and having already been assured we could leave our checked baggage with United staff one member of staff told us "we won't look after this anybody can take it and it's not our responsibility and then decided to insist we take our bags out immediately. The hotel United put us in was dreadful. Put on a fight the following day. We used air miles to upgrade to business class: United's configuration of the new extra-slim business class seats is awful. 2x4x2. Paying business class and being stuck in the middle with no dividers between two people you don't know? Hardly classy treatment! Seats are so thin that anyone with broad shoulders will be very uncomfortable. One of the internal flights in the USA was so cold that everyone sat shivering in their overcoats. At every airport in the USA staff were at best ungracious and unfriendly. Everything was too much trouble for them. United has also downgraded its Silver status so that now you only get one free bag not two. It is very sad to see the appalling way that United Airlines' service has plummeted.

FLL to EWR to SFO. UA1024 for the EWR leg firstly the pilot taxied too close to the corner and got stuck in snow. Solved that with a pull out and then the fun started. Pilot came on and said we are rerouted and he doesn't have enough fuel but that he is protesting with the tower. Over an hour later we are at a gate being fuelled. The gate agent refused to assist me in finding another route home since 2 hours had passed and I was certain I'd missed my connection in SFO. No hotel because they said the delay was due to weather not incompetence. The new customer focus they speak of is a facade. Flight was Feb 21. SFO has comfortable chairs but not to sleep on.

I'm currently sitting at the gate for my United flight at LAX. A gentleman came out of the gate off of a flight obviously in a hurry and quickly asked where the connecting flight for Newark was. The staff here looked at him like it was the most inconvenient question in the world. They closed the doors for the tarmac before all passengers were inside which left them outside knocking on the door. Not one member of the staff let them in so an airline customer opened the door which set off an alarm. Again the staff did nothing and let the alarm go off for minutes. Definitely not impressed not to mention every time the gal came over the loud speaker she sounded like se had no clue what was going on. She kept getting flights confused and putting out wrong information. I will make sure I don't fly with them again.

2 flights Feb 14 and Feb 17 LAX-SFO both last about 1 hour. Check in was a breeze though the process within LAX domestic wing can be a bit testy. Full flight on both ways with only drinks service given on economy. No entertainment system just some random loop of Olympic commercial. Flight attendants are organized and accommodating. Storage was a bit tricky and always a pain since all pax are not checking luggage so it gets full leg room is quite cramped even though I'm only 5'8''. Landing was good and was out the airport within 10 minutes. first leg was delayed 1 hour due to late turn around of the plane pilots were very informative throughout. Flights used ancient 737 and 757 on this leg so it can get stuffy. It wasn't bad but wasn't spectacular either just something that will get you from point a to b without much fuss.

Really simple flight from Los Angeles CA to Newark NJ at 11.30pm then a connecting flight from Newark NJ to Boston MA (1.5 hrs buffer). Total time should have been 6-7 hours. Problems started in Los Angeles when the gate person told us that there was a mechanical problem on the plane. Many people had connecting flights and so a long line formed. One person was at the desk creating new boarding passes. For some reason it took him about 10000 keystrokes to issue each pass. Two hours he issued a total of two boarding passes. The line became exceedingly long and then he called in a manager who whispered in his ear then left. Another associate came in talked to the associate at the counter and walked away. Flight arrives late and then I have to wait 7 hours for another flight to Boston. Total travel time ended up being over 17 hours. Horrible experience inept customer service.

Flew FRA-EWR and IAD-FRA last week and I have to confess: flying United is like blind tasting every-flavor beans. Their website and mobile app are an atrocity then again the flights were absolutely fine. The 15+ years old B777s with refurbished 3-3-3 cabins are way more spacious than many of the newer planes though 31" seat pitch in coach feels borderline cramped. IFE screens are tiny but the AVOD selection is downright impressive. Unlike previous trips the staff were courteous attentive and efficient. Even the meals were rather delicious as far as airline food goes. There was plenty of drinks throughout the flight frequent updates from the crew and we even cut down a 40min delay to an on-time arrival to FRA - altogether an enjoyable travel experience.

0 for 3! United Airlines failed to depart all of my flights this week on time by greater than an hour. Two of which were in excess of 2 hours. This resulted in my decision to cancel my last leg (which I was going to miss anyway) with them and drive 5 hours in the middle of the night to get to my destination. I didn't want to take the risk of staying overnight and not getting home. Apparently they don't have any concern for their customers and their timelines. Probably won't fly with them again.