United Airlines

I recently finished a mixed carrier trip (United Air New Zealand Virgin Australia). While AZ and VA were wonderful friendly flight attendants decent food (even the stuff for purchase was good) modern planes flights all on time the United flights in contrast felt like traveling in Russia in he 80s. The FAs were angry at everybody and it seems passengers just disturb their peace and are just a huge inconvenience in general. The planes are filthy and old. All my United flights were delayed between 30-60 min and the complete lack of communication in the gate was disturbing. Gate agents were equally grumpy.

5.55am flight from Buffalo to DC then to Tampa Sunday 10/12. Ticket agent was in training and I knew we were off to a bad start. After boarding plane they deplaned us because they had neglected to complete the security paperwork. Entire plane missed connecting flights with only two rude ticket agents in DC. Earliest flight to Tampa (I was supposed to arrive in Tampa 10:30 am) didn't leave DC until 5.45pm. They routed me to Chicago to get to Tampa arriving 4:30 pm. Ticket agent neglected to inform me of shuttle from Terminal A to D so I ran the whole way. Got on the plane for Chicago which after an hour was cancelled due to technical problem. Entire plane got off and went to Customer Service with only 3 agents where it took 1.15 hours to finally be booked on the 5.45pm flight to Tampa. With all day to spend at the airport they gave me a lousy $7 meal voucher (didn't even pay for one well-needed alcoholic beverage). When I finally got to Tampa at 8pm my luggage did not which I expected since none of the re-routing agents paid any attention to me when I expressed concern about my luggage. Never flying United again.

Not a good experience flying first class from Seattle to Charlotte. On second leg there wasn't any first class on the plane and they didn't put my wife and myself together. Very frustrating. I did demand a refund and they did accommodate. Flying back from Charlotte they couldn't get my wife and Myself together in first class. Very frustrating. They didn't even try to fix that one. Customer service from United is questionable. They act like they just don't care.

01/10/2014. LHR-IAH. Flight UA5. IAH-GIG UA129. A journey I upgraded from economy to business first using a global premier upgrade a free perk obtained as a IK level frequent flyer. I feel that the level of service on United has improved drastically and the efforts of front line personnel should be recognised. The flight attendants on UA5 from Heathrow to Houston were superb. They provided very professional prompt and friendly service. A comfortable seat in a new Boeing 787. In fact throughout all including my return journey from Rio via Houston and Chicago all check in and flight personnel were considerate and attentive. All flights arrived on schedule or early. I would also add that as a United flyer since 1995 my baggage has never been lost! From what I can see the only service problems this company ever had are being corrected. If these improvements continue I suggest that United could indeed become a world class leader.

We recently flew from Cairns to Guam to Kwajalein on United Airlines. Although mainland US airlines have a bad name for treatment of their passengers - the Micronesia service transcends this. There were a number of aspects about this flight which were worrying. At Cairns the demeanour of the check-in staff was very "in your face" - when we asked to speak to the supervisor - this only made things worse. Documentation is a "very touchy" aspect of booking in for any US airline these days. Even though we had our ESTA validation application in hard copy to show they basically refused to believe we had a valid ESTA as they were having trouble accessing the data on their computer. This was even though we had our ESTA forms identical to our passports! Take a hard copy of the website baggage guidelines - they make it up as they go! When we finally got in the air - the food is poor. Be prepared for some serious security scanning in Kwajalein as it is a closed airport unless you have a sponsor or travelling to Ebeye - Passport photocopied ESTA examined separate Sponsor documentation retinal scanning height weight finger printing and questioning. If another airline elects to service this route I would certainly look to avoid UA.

Travelled on a connecting flight from Toronto to Houston TX en route to Rio de Janeiro. Flight from Toronto was inexplicably delayed. Upon arrival in Houston taxied to the gate only to find another plane at the assigned gate. Had to re-taxi to another gate arriving 5 minutes before scheduled departure to Rio de Janeiro. In spite of pleas from more than half the passengers regarding connecting flights flight attendants stated it was out of their control to deal with. Upon deplanning the Customer Service representative appeared over-whelmed with the situation and was of no assistance other than to direct all connecting passengers to the Customer Service Desk in Concourse C. The representative at the desk was of little assistance other than booking us on the next evening flight with non-adjacent seat assignments. Was not provided with the Premier Boarding package that I had booked and paid for in advance. We were told that we would not have access to our luggage and we were offered accommodations at a sub-par hotel chain which we declined. Also offered two $7 meal vouchers for a 24 hour period (which I also declined). Upon arrival the next evening gate staff were less than courteous. Certainly such delays occur when flying however the issue of not holding connecting flights when some 40 passengers are affected is not acceptable. This is especially true when arriving at or very near the scheduled departure time of the connecting flights and considering that such connection times are offered by the airline. Enhanced public relations by United staff would also go a long way in appeasing disgruntled passengers. That being said the regional jet from Toronto to Houston was new and very roomy. The premium economy seats on the B777 was also comfortable.

Just completed a series of three flights back to back. The flight attendants and all other aspects of the flight were passable but with that said that's as far as it seems to go. United has gotten me back to and from in one piece but nothing from my 10 hour journey with them in a single day has been impressionable which brings me to conclude that perhaps that's all this airline is trying to achieve unlike some of its peers. Back and forth from Los Angeles to Austin I was able to get some rest and the buy on board food purchase wasn't half bad. The flight attendants on most of my flights were much younger than the usual veteran crew that I encounter on their flights therefore enthusiastic. At the end of the day United may not be my first choice but it gets me there.

Fantastic business class flight from Chicago to Shanghai in upper deck of United Airlines 747-400. Attentive and friendly crew and great food - exceeding business class food on many international airlines. Entertainment system also has excellent offerings. United Business First Seat is very comfortable and creates the perfect lie-flat environment for plenty of restful sleep. I haven't flown United's business class in a few years and was pleasantly surprised.

I travelled with United alone with a 16 month old and 4 yr old twins from Australia to Los Angeles to Memphis Orlando and back to Australia. We got the cheapest fare available with anyone and my expectations were low. United were great! Good and helpful staff good entertainment for twins when we missed a flight we were promptly rebooked and paid no fees food was not excellent but fine. This was a very welcome surprise - well done United!

Oct 7 SF to Kona First Class. At the prices they charge even in this age of low expectations I was shocked at the experience of this trip. To begin with the aircraft used a 737 is just inappropriate for a five hour trip. The legroom was ridiculous for any class of service but unbelievable for a premium ticket. When the gentleman in front of me reclined his seat I had absolutely no space left. In coach one has come to expect this but not at these prices. I was one of two people judging from the upgrade list posted who paid full fare and that resulted in a full cabin. The flight attendants tried hard but United gave them nothing to work with. The breakfast served was small and awful there was only non fat milk for coffee and the food was inedible. The flight was timed to leave at 9.44 to avoid serving a more expensive lunch by one minute. The cost cutting is unbelievable the experience absolutely horrific to be avoided at any cost. Back to Hawaiian Airlines I go - the extra stop required is well worth it.