United AirlinesReviews 153

I am fed up and finally weighing in. I sit here at Houston airport trying to find other options after another cancellation. United is rapidly spiraling downward toward worst airline status. The customer experience is about as bad as I have ever experienced. The lounge access rules are a significant downgrade and the on time performance they report is an outright fabrication. I have been counting and 8 of my last 10 flights have been delayed or cancelled. I spend a lot on business travel but will no longer choose United when you have Emirates and Qatar air and a host of better options to ME, Europe and AP regions. Good luck to other travellers - hope your experience has not yet progressed to this level.

As a lawsuit is in the works, I will not include many details, but I will just comment for people to be aware that United has (at minimum, one) extremely nasty agent working at the EWR Customer Service desk.
I was flying recently, and when I went to the desk, she was extremely nasty, before I even said a word, and before she even knew if I was late etc., or for any other reason with which United could try to use to squeeze out of this, and blame it on. No, she was simply nasty from the get go, before I even said a word (and she actually bent all four of our passports to keep them open. No, not what you're thinking- not along the vertical direction, as when in folding a book open. No, the HORIZONTAL direction- across the middle of all the passport pages, thereby creasing all four of our passports. And again, this was before I said a word). Bad apples can happen in any company, (and unfortunately, there do exist some naturally nasty humans; without proper self-work, they remain that way), but they obviously have an issue with the vetting process if this woman is actually working as a daily agent speaking to customers. I'm all for being inclusive and hiring this woman who obviously would not be hired by many a company- but she should have been stuffing envelopes far in the back offices- not up front being nasty to customers. Again, hiring nasty people can happen by mistake, but the real issue is when the company is informed about it, and will try to downplay it, instead of owning it. Welcome to United. When I communicated with the company about this nasty behavior, this was their written reply: "Regarding the behavior of our employee, we've reviewed the matter and found that our employee was following standard procedure. Although we cannot disclose specifics, we confirmed that your arrival was after the check-in cutoff time for the flight." LOL. I was the one who informed them that I was late, and that the complaint had nothing to do with that, but with the agents behavior, and the answer is "your arrival was after the check-in cutoff time"! Gaslighting at it's best! As the CEO of my business, I will integrate this United personal experience in our employee training courses, as an example of what never to do, should a customer ever bring up an incident of not being properly addressed. Again, mistakes can happen in any company, even my own, but when the response from the Corporate Office is to try to deflect and actually write that I came late, even after I was the one who informed them that I was late, and the issue was the employee's behavior before she even knew what flight I was on etc., then you know this is not the company to be associated with. Mistakes happen. Reputable companies feel bad about it. United apparently does not. Not a company to continue with obviously. Being a frequent flier, I have already cancelled my corporate account linked to United, and will take my business elsewhere, as well as advise my employees of this, and recommend other airlines.

After arriving at the airport my and my husband's flight from Zurich to Newark, NJ was delayed for 2 hours and 50 minutes (the airlines out of Europe must reimburse you if they are delayed for 3 or more hours, hence 2 hours 50 minutes). We were supposed to leave at 10:10 and were delayed until 1:00. We got a text that the plane was boarding so we went and stood on line for almost 1 1/2 hours until they finally told us that our flight was cancelled. Long story short, we were not able to book another flight for 2 days and we were told that United would reimburse us for meals, lodging and taxis to and from the airport. They told us to keep our receipts and submit them for reimbursement. After spending over 9 hours in the airport we finally left (without our luggage because it couldn't be retrieved until hours later and we had to go back and get it/search for it ourselves). We kept all of our receipts and submitted them to United only to be told "United's auditors have reviewed them and will approve $580 USD for your expenses. For additional expenses to be considered, please provide receipts that show the items purchased, not just a total of the items purchased." NO ONE told us at the Zurich airport when my flight was cancelled to keep Itemized receipts! Instead of being reimbursed $1319.88 USD, we are getting less than half for our inconvenience. Absolutely insulting! Shame on you United!

United airlines is one of the worst airliners to operate in the USA. They are cheaper for a reason and that reason is that they have the worst service of all the major operators. Spent 1 hour inside a plane at IAF waiting for the pilots to show up. Nevermind that this was already after missing my connecting flight because of a lightning storm (understandable btw for safety reasons). But they love to rub salt on wounds when they are already in the wrong with the customer. They are a mess and no wonder they went bankrupt before and at this pace, I feel they are heading in the same path. I will avoid United from now on and recommend others not to use this company for their travel as they will find a way to make it a bad experience.

Don't uphold prices and try to charge you different stating the prices on their app for the past month are an "error"

I use to think United was one of the better airlines. Not anymore. I noticed it a couple of years ago, how the airline is getting worse. Now it is the worst one I've been on by far. I was traveling from Corpus Christi to Manila Philippines Saturday December 9th on the 7:20 am flight to Houston. My flight was delayed due to mechanical failure. I was stuck in Corpus airport for almost 8 hours. Watch planes come and go to Houston. While I'm being told there's no room for me yet. As if I already don't have a 24 hour flight ahead of me with no problems. The staff was very rude, and unprofessional. By the time I got to Houston, I had another 4 hour layover. Checked in to one of their Club Lounges at my expense. Long story short, I arrived to my destination a day later. After I returned home, I filled a complaint telling my experience, and looking for some sort of reimbursement for my time and expenses for the trip there. I received an immediate email in return stating someone would reach out to me in 21 - 28 days. No later than 6 weeks. I got a response in less than 24 hours saying all they can do is give me a $100 voucher/certificate that expires in 1 year to go towards my next flight. I was blown away. My ticket was $2,900. I felt like they intentionally insulted me to get under my skin. I won't lie. I will fly again with them locally. Because I have a lot of air miles. But after that's gone………. I'll never spend another penny with United in this lifetime. And that's my advice to everyone. Don't just take my word for it. Read the rest of the reviews. United has downgraded to the worst airline (I've ever been on anyway). But still charging elite prices.

This is the worst airline I ever had! The flight got canceled due to airplane issues. They asked us to pay for the hotel and fees ourselves first and they will reimburse us by uploading the receipts from their website. I uploaded all the documents in June and they mentioned they issued the payment to me, but until now I received nothing. It had been 6 months now. I emailed them many many times, but the rep, Luz from Customer Care Management, never replied or provided any information about the payment. Very dishonest and just keep telling lies to the customers. Please stay away from this airline!

My baggage did not arrive when I arrived, due to a late departure and layover flight changes. So that was understandable. What was not understandable or acceptable was that it took them 24 hours, after the report was made and the baggage was tracked down, to even put the baggage on a subsequent flight to my final destination - even though there were 3 or 4 of those United flights preceding the one it did finally get put on. During this time there were no updates from them. I had to make an effort to get information.
When the bags arrived at the airport, no one notified me they were here or when I would receive them. I had to call to investigate and they absolutely refused to give me a time when they would be delivered - just within 24 hrs of their arrival (48 hours of my arrival). So on this 5 day visit for Christmas, I'm spending 2 days waiting for baggage - without knowing when it will arrive - that contains absolutely everything for my trip, including Christmas gifts for family.
Not one person I spoke with seemed compassionate or like they were making an effort. They were all on automatic: "I'm sorry for your inconvenience but I don't know when you will get your bags". What could be more "inconvenient" than not having anything you organized and packed for a trip for HALF of your visit? I give them an F for how they handled this and I think it reveals a lot about their customer service caliber, training, and general conscientiousness.
This incident occurred following a flight which departed an hour late for "technical issues" which really was the source of the problem.
So, as I said, "Good luck if there's a problem!"
Mine still hasn't been resolved.

I booked my flight in advance and selected an isle seat for a reason. When I went in to check in the day before it auto changed my seat to a window seat. It would not allow you to go back in to change the seat once the check in was complete. What is the purpose of picking a seat but not being able to keep it. Might as well have a first come first serve seating. Very disappointed in this airline.

UNITED AIRLINES personal are extremely unprofessional.
UNITED AIRLINES ARE THIEVES! So Watch out.
I had an International business ticket flying from LAX to GIG and They wanted to force me to check in a carry on bag at the gate. I told them i had very valuable things in my bag and I wished not to have it checked in. They did not allow me on the flight, I asked for a supervisor, Supervisor refused to give me his name. I refused to leave the gate unless he would tell me his name and then he Called the police on me. Now United Airlines refuse to refund my airfare.

A flight attendant name "Nathalie Gravenstij" kicked us off the plane yesterday because we asked where out seat is! Yesterday (11/13) we were supposed to fly back home from MCO to IAD, the flight was supposed to depart at 4:25 PM (flight UA 2065) but due to an unfair and humiliating harassment caused by a flight attendant name Nathalie Gravenstij, we got kicked out off the plane. Here is what happened: They announced that the plane is experiencing some cargo issues so the luggage will be on a different flight, we said sure. Time comes for boarding the passengers, my husband, two young children and myself went on the plane and found out they have changed the seat numbers for several people. My husband politely asked the flight attendant where he should sit. We immediately heard the flight attendant screaming at him saying you do not talk to me like that, I will throw you off the plane. We were shocked and several other passengers asked that flight attendant why she would behave like that and she grabbed the boarding pass out of that other lady who was confronting her! Then the flight attendant asked my husband (rudely) to just sit down on that empty seat. He did and asked where my little daughter should sit.The flight attendant raised her voice and started screaming at my husband in front of our kids. She said "That's it! I am kicking you all off of this plane" then immediately went and grabbed the phone and called the Capitan, security person or the ticketing manager (couldn't tell whom she is calling), they came and asked what happened. Another passenger (whom her boarding pass was pulled from her hand by the same flight attendant) testified and said how rude that person was. The security guy asked the Capitan and then came back and told us the Capitan wants no trouble so you guys should all leave the plane!
When we got off, the manager came and apologies, found out the name for that flight attendant:
"Nathalie Gravenstij" and sent us home on the next flight which departed 3 hours later. My kids were traumatized and started crying. The management insisted that we file an official complaint.

My mum was abandoned at the United airlines in Chicago from Brussel because she can't speak English. When I bought the ticket, I make sure they know that she can't speak English and she needs help. But United airlines from Brussels didn't care. They make her misses all her flights and she was in the airport for 2 days without water or food. Chicago ohare police's and very professional United Flight attendant UA450 called Nathan. Nathan is very professional, kindhearted, he care for his passengers, listen to them, help his passengers and he is always smiling.Mr Nathan in UA450 is the flight attendant that every flights needs. Nathan professionalism safe my mum from missing her flight again. Thank you Nathan and Chicago Ohare police for kindness and professionalism. My mum is so Grateful to meet good person like Nathan on her flight from Chicago to Seattle!

Traveling from Knoxville to Hartford, first flight was delayed over an hour due to mechanical issue. Missed my connection flight and they couldn't get me another flight for 5 hrs. Their policy is $15 food voucher? Are you kidding a breakfast sandwich here is 12$ literally can't buy anything in the airport to eat for $15. Ridiculous. Will NEVER FLY UNITED AGAIN!

My worst flight experience was with United Airlines on July 21st. I had booked a flight from Ottawa to New Jersey because I had a business meeting scheduled for 12 noon. The flight was scheduled for 6 a.m., and I expected to arrive at 7 a.m., thinking I had enough time in case of any flight delays.
However, my flight was delayed for 7 hours, and it didn't take off until 1:15 p.m. and the airport attendants informed us this was due to a fire extinguisher functionality. By the time I arrived at my destination, my business meeting had already concluded, rendering the entire trip pointless.
Upon returning home, I promptly filed a compensation complaint (Case ID: **************). The response time to my complaint was disappointingly slow. I eventually received an email offering two options: a cash compensation of $600 or a travel voucher worth $1000, valid for 12 months. Since I had no immediate travel plans for the next year and the voucher would expire within 12 months, I opted for the cash compensation. I provided my address as requested for a check to be mailed out.

To my surprise, I received a response from United Airlines stating that I did not qualify for the compensation option I had chosen. Instead, they offered a travel voucher worth $200. United Airlines claimed the flight was disrupted due to safety reasons, hence I do not qualify for compensation.

This experience was incredibly frustrating and disappointing and I will not advise anyone to travel with United Airlines if you have an important appointment the same day.

Purchased a seat upgrade while doing my flight order. They refunded me $300 and said no seats were available. Then, when I contacted customer service, they told me no seats were available. I said, what are you talking about? There are at least 7 seats and there were more when I booked. Oh. Yeah. "Those seats may not be available because people did not pick their seats yet" I said, the system lets me pick and pay for the seat upgrade for those 7 seats at a price of $862! So, either the seats are available for A LOT more money, or you are lying. Agent tells me that I can book at the $862 upgrade price. So, what the hell, United. This is clearly a bait-and-switch tactic. This is the second time you've tried this with me. So, it's definitely not a new thing. If you offer the upsell, you'd better make good on it. No wonder why people are pissed when they get on the flights.

They canceled my flight on June 18,2023, due to their mechanical problem, and they asked us to pay for the hotel and meals ourselves first without any arrangements for that night. They said passengers can submit it to their website and be reimbursed it later. They are a liar and never respond to your request. When you contact them, they will ask you to submit to many different departments and say your money cannot be refunded. Hate this airline so much, just feel like they are a thief and have stolen money and are lying to me! It is the worst experience I had with an airline!

United is a terrible airline. Pilots and crew maybe part of some union. Leave their customers hanging when it is time to clock out.

They don't give a $#*! about leaving you stranded. They wouldn't pay for my $300 in expenses when they stranded me in Denver in May, for two days, they tried to make me go through Dallas without a direct flight to Moline. Then when they rebooked me the flight was backed out, then they unloaded us for an hour then reloaded us to get me there 3 hours late. Today they have changed my gate to the end of the B concourse and now delayed this F'ing flight too. Total uncaring AH's! Did I mention I used to work for them!