United Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 3787 reviews
3/10
3 star Skytrax Rating
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1/10

"really sucks flying with United"

(United States)

Not Verified | I dread flying this airline every time. You are literally packed in like sardines into the aircraft. First class looks like a reasonable amount of room, but why should I pay extra for reasonable amount of space? It’s very hot in every plane and my back hurts terribly every time I have to fly. It really sucks flying with United.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMexico to Santa Barbara
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"This is the last time I’ll fly with United if I can help it"

(United States)

Not Verified | Flight 6260 from Wichita to Houston, September 8, 2021. My family and I were sitting in rows eight and seven. Up comes this father with his four year old son. “You’re in our seats.” “Are you sure?” I compared our boarding passes. United Airlines had printed our boarding passes with the same seat numbers (8a and 8b). Well, I didn’t move. United Airlines kicked the man and his four year old son off the plane. Then the man’s four year old son began crying. That’s when you know the stinky stuff has hit the fan. United only let the man and his son back on when I pointed out two open seats nearby. All that wouldn’t have been so bad except we’d all had our original flights canceled by United Airlines the day before and had to spend an extra night in Wichita. Pure pandemonium. And lots of $$$ we couldn’t afford. I asked about compensation but no one listened to me. Missed a whole day of work and wasted another day traveling. At the connecting flight, no wheelchair assist came for my handicapped mother, and I was scolded by a United rep. for not having left my mother on the plane. What was I supposed to do? Leave my mother on the plane and go to my connecting flight? Negative, Ghostrider. Wheelchair assist should be there when the handicapped person gets off. This is the last time I’ll fly with United if I can help it. Delta was a lot nicer. United needs to get their act together.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWichita, KS to Houston, TX
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"hope never to fly United again"

(United States)

Trip Verified | Terrible experience. I hope never to fly United again. United repeatedly changed flight times without any notice. We flew Polaris and the food was inedible and carelessly served. Routine requests for coffee or drinks were refused. Boarding was chaotic and our Polaris status made no difference. With $7000 Polaris tickets we were still charged for Wifi. Some non American passengers were incredulous that the service was so deficient especially compared to their other airline experiences.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteMunich to chicago
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"cancelled my flights within an hour of departure"

(United States)

Trip Verified | This is the 4th time in the past two years that United has cancelled my flights within an hour of departure, with no explanation, and offered no compensation. When I tried to speak to someone at San Francisco international about the issue, she then lied to me and told me they do not have a customer service department, and that they are no refunds given for cancelled flights, ever. I then went to ask another customer service rep how that was possible, and she informed me that was a lie, and directed me to a form I could fill out and wait 14-21 days for a phone call from an accountant to calculate compensation. When I went to file a complaint about this employee, I was told they don’t have a physical customer service department, nor a phone number for one, and that it’s just an accountant that calculates refunds at “customer care”. I then went to file a complaint with the BBB, but United is not accredited. Stay away and fly another airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteArcata to San Francisco
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"dismayed and highly disappointed"

(United States)

Trip Verified | I am most dismayed and highly disappointed with my most recent experience with your airline. From the very beginning, when my son’s carry-on item was dismissed as luggage and I had to pay an additional $35 for his small bag, to the fact that we were prevented from using the restrooms when we needed to and disembarking only to have no one willing to help us make it to the next gate via golf cart, and having our luggage lost, I have honestly never had such a poor experience with an airline. When I went to the customer service kiosk for assistance, there was no sympathy or reassurances made. Terrible customer service, and poor to indifferent attitudes by both of the women behind the counter. Also, the coffee was very weak, the customer service of the stewardesses was subpar, and generally, bad.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHouston to Columbus
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"automatically cancelled my ticket"

(United States)

Not Verified | Booked a flight with United to go to Hawaii in March 2020. It was cancelled due to the beginning of COVID shut down. They wouldn't give refund, only credit. As of today September 2021, I used my credit and upgraded to first class for an extra $135. The airline automatically cancelled my ticket due to over booking. Called within 24 hours to cancel as per their policy. Now they are refusing to refund cash back, the only thing they will do is credit more on this stupid account. And they have to audacity to say better use by 2022 or you'll lose your credit.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePortland to San Francisco
Date FlownSeptember 2021
Value For Money 12345
no
1/10

"worst airline experience"

(United States)

Not Verified | Have been traveling at least once a month for years and this is by far the worst airline experience I’ve ever had. When I originally booked first class I was shown that I was booking lay-flat seats, the same I came in on my United as I arrived to Newark from Miami. When I checked in I saw that they are regular business seats (slightly larger than economy), somehow there was a change that I wasn’t informed about. Although I was group 1 and first class I had to put my bags in economy further back as the ones above our seats were taken. Upon arriving my tray is simply taped shut with an “inoperative” sticker and is non existent so I’m unable to drink or eat anything (in first class). My wife had a purse that she brought on her lap on the trip from Miami but now on the return flight was told it too had to be stowed away. We asked the flight attendant who told us we had to put it away where we should put it and she told us she didn’t know but that we couldn’t keep it with us during take off and that we had to go find a place… so once again had to go put it away in economy but by now even further back. There is no TV monitor nor entertainment of any kind and although there are USB and electrical outlets to charge, none of them are functioning. I did book a 9PM flight but I’m shocked at how rude the flight attendant was especially considering it is first class. Will definitely be disputing, worst airline experience I’ve ever had.
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteNewark to Miami
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"horrible customer service"

(United States)

Trip Verified | I've spent 11 Hrs of my Hawaii trip stuck in Los Angeles, with no compensation and horrible customer service. On top of that they really gave me a $10 meal comp, however everything costs around 15 to eat.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDenver to Hawaii via Los Angeles
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst experience of my life"

(Greece)

Trip Verified | Worst experience of my life. They don't inform you about the ESTA procedure, they let you book tickets even though you cannot travel, they are absolutely disorganized never seen such a mess in my life and I am from Greece! Our flight was cancelled due their technical problems, then due to weather conditions we had to sleep in the airport on the floor for two nights. We finally arrived in Athens and they have lost are baggage too! I would never fly with this airline again. And in general I would never fly through the states.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGuatemala to Athens via Newark
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"choose any airline over United"

(United States)

Trip Verified | Purchased round trip tickets to Albany NY from Charlotte NC to visit my mother before covid gets any worse. She has 2 primary cancers. Both trips have layover/connecting flights in Washington D.C. At the gate the United employee tells us some of us can't fly because the flight is overbooked. I was lucky enough to have a seat. A line quickly forms with people unable to board the flight because they overbooked so many seats. First flight to Washington is delayed because there wasn't crew to fly out. I end up missing my connecting flight to Albany. I wait in line for hours just for the CS team to tell me the best they can do is fly me up there 24hrs later. I'm left in an airport to sleep in a cold hard chair. I am on the phone with United and Priceline until 4am when they put me on hold indefinitely. United refuses to refund me so I can purchase a ticket with a different airline to see my mother. I purchased one anyway. 3 days later I'm due to return. United decided to cancel my return flight without asking or letting me know. I fight for hours to get the ticket back. The flight is delayed again. I buy a new ticket with a different airline again. United CS informs me that they will not issue refunds for tickets nor will they transfer your ticket to another airline if they have any open flights to your destination within that week. Of course, since they don’t assign seats and overbook to an inane level they will always have an “open” flight. You just get to sleep in airports for days and essentially get stranded in random cities. The two airlines I had to last minute book with were Delta and Southwest. Had no troubles with either of them. In fact Southwest went above and beyond to help me out, had beautiful planes, friendly staff, and they even had the middle seats kept empty to help with social distancing. If you’re ever given the choice, choose any airline over United.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCharlotte to Albany
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no