United Airlines Reviews | Opinions of United Airlines shared by travelers



United Airlines

United Airlines logo
IATA code:UA
ICAO code:UAL
Alliance: Star Alliance
Overall Satisfaction:
1.5 out of 5
10.3% of people who wrote a review recommend flying with United Airlines.
20.5% of people who wrote a review think United Airlines offers a good value for money.
64.1% of people who wrote a review think United Airlines offers a very poor customer service.
Classes of service
Economy
79.5%
Business
5.1%
First
15.4%
Customer Service
Excellent
5.1%
Good
2.6%
Satisfactory
12.8%
Poor
15.4%
Very Poor
64.1%
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How is United Airlines ranked...?
#1
74.5 total score
16 reviews
75% Recommended
81% Value for Money
3.7/5 Customer Service
#2
63.2 total score
12 reviews
58% Recommended
75% Value for Money
3.2/5 Customer Service
#3
52.1 total score
26 reviews
50% Recommended
46% Value for Money
2.8/5 Customer Service
#4
46.4 total score
35 reviews
37% Recommended
40% Value for Money
2.6/5 Customer Service
#5
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#6
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#7
86.9 total score
7 reviews
86% Recommended
86% Value for Money
4.3/5 Customer Service
#8
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#9
46.7 total score
4 reviews
50% Recommended
50% Value for Money
2.3/5 Customer Service
#10
42.1 total score
9 reviews
22% Recommended
56% Value for Money
2.3/5 Customer Service
#11
38 total score
6 reviews
17% Recommended
50% Value for Money
2.5/5 Customer Service
#12
33.5 total score
9 reviews
22% Recommended
44% Value for Money
1.7/5 Customer Service
#13
31.7 total score
5 reviews
20% Recommended
20% Value for Money
2/5 Customer Service
#14
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#15
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#16
17.8 total score
3 reviews
0% Recommended
0% Value for Money
1.3/5 Customer Service
#17
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#18
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#19
36.3 total score
17 reviews
29% Recommended
29% Value for Money
2.1/5 Customer Service
#20
33.5 total score
13 reviews
23% Recommended
31% Value for Money
2/5 Customer Service
#21
25.9 total score
39 reviews
10% Recommended
21% Value for Money
1.7/5 Customer Service
#22
23.1 total score
14 reviews
7% Recommended
14% Value for Money
1.6/5 Customer Service
#23
22.1 total score
35 reviews
9% Recommended
9% Value for Money
1.5/5 Customer Service
#1
74.5 total score
16 reviews
75% Recommended
81% Value for Money
3.7/5 Customer Service
#2
63.2 total score
12 reviews
58% Recommended
75% Value for Money
3.2/5 Customer Service
#3
52.1 total score
26 reviews
50% Recommended
46% Value for Money
2.8/5 Customer Service
#4
46.4 total score
35 reviews
37% Recommended
40% Value for Money
2.6/5 Customer Service
#5
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#6
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#7
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#8
86.9 total score
7 reviews
86% Recommended
86% Value for Money
4.3/5 Customer Service
#9
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#10
82 total score
8 reviews
75% Recommended
75% Value for Money
4.5/5 Customer Service
#11
66 total score
2 reviews
50% Recommended
100% Value for Money
3.5/5 Customer Service
#12
46.7 total score
4 reviews
50% Recommended
50% Value for Money
2.3/5 Customer Service
#13
46.1 total score
5 reviews
60% Recommended
60% Value for Money
1.6/5 Customer Service
#14
42.1 total score
9 reviews
22% Recommended
56% Value for Money
2.3/5 Customer Service
#15
38 total score
6 reviews
17% Recommended
50% Value for Money
2.5/5 Customer Service
#16
33.5 total score
9 reviews
22% Recommended
44% Value for Money
1.7/5 Customer Service
#17
31.7 total score
5 reviews
20% Recommended
20% Value for Money
2/5 Customer Service
#18
29.6 total score
5 reviews
20% Recommended
20% Value for Money
1.6/5 Customer Service
#19
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#20
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#21
17.8 total score
3 reviews
0% Recommended
0% Value for Money
1.3/5 Customer Service
#22
14 total score
8 reviews
0% Recommended
0% Value for Money
1.1/5 Customer Service
#23
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#24
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#25
36.3 total score
17 reviews
29% Recommended
29% Value for Money
2.1/5 Customer Service
#26
33.5 total score
13 reviews
23% Recommended
31% Value for Money
2/5 Customer Service
#27
32.4 total score
36 reviews
22% Recommended
19% Value for Money
2.1/5 Customer Service
#28
25.9 total score
39 reviews
10% Recommended
21% Value for Money
1.7/5 Customer Service
#29
23.1 total score
14 reviews
7% Recommended
14% Value for Money
1.6/5 Customer Service
#30
22.1 total score
35 reviews
9% Recommended
9% Value for Money
1.5/5 Customer Service
#31
15.8 total score
15 reviews
0% Recommended
13% Value for Money
1.1/5 Customer Service
#1
75.8 total score
15 reviews
73% Recommended
73% Value for Money
3.9/5 Customer Service
#2
56.9 total score
23 reviews
48% Recommended
48% Value for Money
3/5 Customer Service
#3
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#4
73.7 total score
4 reviews
75% Recommended
75% Value for Money
3.5/5 Customer Service
#5
73.3 total score
1 review
100% Recommended
100% Value for Money
3/5 Customer Service
#6
71.7 total score
4 reviews
75% Recommended
75% Value for Money
3.5/5 Customer Service
#7
69.6 total score
5 reviews
60% Recommended
80% Value for Money
3.4/5 Customer Service
#8
66.7 total score
4 reviews
50% Recommended
100% Value for Money
3.3/5 Customer Service
#9
52 total score
10 reviews
40% Recommended
60% Value for Money
2.7/5 Customer Service
#10
52 total score
10 reviews
40% Recommended
70% Value for Money
2.6/5 Customer Service
#11
50 total score
2 reviews
50% Recommended
50% Value for Money
2.5/5 Customer Service
#12
46.7 total score
4 reviews
50% Recommended
50% Value for Money
2.3/5 Customer Service
#13
44.8 total score
7 reviews
43% Recommended
43% Value for Money
2.3/5 Customer Service
#14
41.5 total score
7 reviews
29% Recommended
43% Value for Money
2/5 Customer Service
#15
34 total score
2 reviews
50% Recommended
0% Value for Money
1.5/5 Customer Service
#16
31.5 total score
10 reviews
20% Recommended
30% Value for Money
1.7/5 Customer Service
#17
29.2 total score
8 reviews
13% Recommended
25% Value for Money
1.8/5 Customer Service
#18
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#19
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#20
41.7 total score
25 reviews
32% Recommended
40% Value for Money
2.3/5 Customer Service
#21
36.3 total score
17 reviews
29% Recommended
29% Value for Money
2.1/5 Customer Service
#22
32.4 total score
36 reviews
22% Recommended
19% Value for Money
2.1/5 Customer Service
#23
31.8 total score
12 reviews
17% Recommended
25% Value for Money
2.1/5 Customer Service
#24
25.9 total score
39 reviews
10% Recommended
21% Value for Money
1.7/5 Customer Service
#25
23.9 total score
11 reviews
9% Recommended
9% Value for Money
1.7/5 Customer Service

United Airlines Reviews

"Unhappy Customer"

Review

I have a credit with United Airlines from a trip I was going to take of about $990.00 and wanted to use it to purchase new tickets for my honeymoon to Hawaii. Not only did I have to wait nearly 10-15 mins to talk to the 1st representative (who was in Pune, India) but was told they have to charge an additional $150 per ticket because I'm "changing my flight and location." I then waited an additional 20 mins to talk to a supervisor who could not explain to me what the charge is for. I found out through reading of the fine print that its for loss of revenue that they could have sold the tickets. I canceled the trip for which I had the credit nearly 3 months prior to the departure date!!! Why am I paying an additional cost of $300 to use a credit that I have already paid for in full!! I am trying to rebook with United to use the credit and be happy, but they do not care at all about their customers and treat them as just another passenger instead as separate individuals. I am so dissatisfied with United Airlines that I am going to be posting on all review sites that people stay clear of them. I will never recommend them and will never use them for the remainder of my life. I would pay double the price not to fly United after my experience with them.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"customer service"

Review

I left my 2yr old sons jacket on the plane. I was tired that it was 2 days later when I got home. I called told me I had to email there left on board email. I hace emailed for the past 2 weeks, just a computed generated email saying sorry I left an item. I try calling hardly anyone speaks anglish hard to get them on the phone, and no manager will get on the phone. Took me all day calling off and on finally got a supervisor. Even then she told me there was nothing she can do but send another email. Really...your a supervisor and you cant make a phone call. Yeah right its there way you can afford to fly and incorrant when flying 10 1/2 hr nonstop with a 2yr old you just want to get off. They just keep our items saying our loss. They have poor cutomer service and I will not fly them again.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Terrible"

Review

I will never fly with united again. I left my wallet on the plane I took from Austin to Newark. I realized it less than ten minutes after getting off the plane. The customer service lady at the gate said that they sent someone into the plane to check and they didn't find anything. I was in the very last seat on the plane and was the last person off the plane. It had to have been on the plane and an employee took it of they didn't look for it. I went to customer service to fill out a post and found form and get a new boarding pass for my connecting flight. They have a separate line for "premier customers" and won't take anyone from the main line if there is a premier customer waiting. I, along with about 15 other customers stood waiting for 40 minutes as the two clerks took customer after customer from the premier line as they walked up. Finally I got to my gate with my new boarding pass. It was supposed to depart at 150...it is now 214 and no one has explained or apologized for the delay. If this review keeps one person from flying united, I've done my good deed for the day.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"First Class!!"

Review

This flight was my first experience of first class!!
I personally wouldn't rate United first class at all, I have flown on other airlines that has a better economy class.

Really United need to do a complete over haul of their cabin staff on long haul, no wonder the service is rubbish, when most of the flight attendants are older than your grand mother!!

Conclusion
Value for Money:Yes
Customer Service:Poor
Cabin:First Class
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"Cheap Vegas trip "

Review

under 1000 to Vegas had never flown united before and only on them this time for the price so I purchased the Econ plus for extra leg room and worth every cent for that little bit extra room made the 14 hour flight to lax a good trip

the flight was nice crew professional transfer in lax to Vegas smooth

my return was via sfo and this is where things could have been bad. I was in the untied lounge and advised that the SYD flight has been cancelled as I was there about 5 hours early due to incoming flight from Vegas the staff managed to get me onto a delta flight to lax then to syd and surprised me with upgrade to business which had lie flat bed made a great party week in Vegas end great and I got some much needed sleep on the plane

Conclusion
Value for Money:Yes
Customer Service:Satisfactory
Cabin:Economy Class
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"Left passengers hanging"

Review

We had booked a UA flight from Newark to Indy as the third leg of our return from Indianapolis. The flight was listed as delayed about 1 hour prior to flight with no explaination. During that hour, the gate attendant essentially left her station. The plane was parked at the gate and police with dogs entered the plane searching for who knows what. Eventually we were told that there was a smell on the plane that made one of the flight attendants sick so the crew refused to fly on the plane. The gate attendant admitted that this had not been called in so new equipment was not requested. We were then told that the plane would be replaced but that would not occur until about 1:30 AM (Terminal A closes at midnight). Then we were told that they were going to replace the crew with a new crew and that we would be flying on the smelly plane as soon as a new crew could be located. Finally, after several hours of waiting, we were told the flight was canceled since it was not considered safe for passengers. We were told to find UA Customer Service at/near A2 but were not given a direction on how to find this. Forty passengers then wandered around the airport trying to find out how to get booked on another flght and to obtain vouchers for a hotel. It turned out that the UA Customer Service was in another section of the terminal that was only accessible through security if you had a boarding pass which we did not have. The passengers went to the lost baggage service who did not have any idea how to obtain the documents needed. They finally sent these forty passengers to Terminal C, dragging their baggage onto a train and through several escalators. The people there did not have any experience booking flights or obtaining vouchers but worked through the process. We finally made to to a Ramada Inn around 12:30 AM (features toilets that do not work, cracked sinks that do not drain, cracked tile in the bathroom, etc.). After a short nights sleep, we returned to the airport only to have the next flight delayed for mechanical failure (fuel gage in one wing did not work). While waiting for them to fuel the plane manually, we watched 80% of the UA Express flights get delayed while waiting for our own. Eventually we made it after taking 16 hours for what should have been a 2 hour flight.

Conclusion
Value for Money:Yes
Customer Service:Very Poor
Cabin:Economy Class
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"Helping the Handicapped"

Review

On a recent trip from Oklahoma to Buffalo via Denver and Chicago, I required assistance at each stop in the form of a wheelchair. United had a chair right at the aircraft door waiting for me every time without fail. The personnel were pleasant, helpful and cheerful. I was delivered with care to my connecting gate where required and on a timely basis. After having a very difficult time on another airline, I was relieved and thankful for having flown United on my return trip. I wish to say a big THANK YOU to all the employees that made my trip stress and pain free. These good people make United my airline of choice.

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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"THE ONLY HELP YOU IF YOU STAND FIRM"

Review

hello recent trip to New York city then Washington DC then Orlando Disney World we had a ball and would love to go again.On our way back to Australia via Orlando we encountered severe storms so our flight out of Orlando was delayed by 2 hours so we missed our connection in San Francisco for Sydney and Melbourne.We got to San Francisco just as our connecting flight was leaving at about 11.15 pm.We were directed to the United Airlines customer service counter and basically were on our own.It took form 11.15pm until 1.30am to get United to give us a room for the night and meal vouchers.Other people gave up either slept at the airport or paid for their own accommodation.United stated that due to the delay out of Orlando being weather related they did not have to supply accommodation or meals .We were told that the next flight we could get on back to Australia was in 5 days time and if we wanted to take our chances on the standby list to come back at 8 pm and wait to see if could get on.The next day we rang United we booked ourselves on an Air New Zealand flight back to Melbourne from Los Angeles for the following day or so we thought .The United girl on the phone stuffed it all up and only booked me and my son back to Australia and not my wife .It was only by luck checking the internet that I found she was not booked .We decided to go to the airport after 2 hours on the phone trying to sort it out.Lucky for us we found the most help full and lovely lady at United International Booking desk and she sorted it all out for us just, as there were only 3 seats left on Air New Zealand out of Lax.We had to stay in San Francisco an extra night but as it turned out my travel insurance through Nab platinum card paid for it all .The people in San Francisco were fantastic and helped us no end Crown Plaza Foster city has the best staff in the world thank you.
So please the moral to the story is 1 Make sure you leave plenty of time for you connection in the end it cost me 2 days.2 stand firm with United Airlines dont give up.3 make sure you have travel insurance.On a final note getting onto Air New Zealand after United was like going to heaven we were upgraded my wife going premium economy and my son and I the best seats in economy thanks to the Air New Zealand staff at LAX

Conclusion
Value for Money:Yes
Customer Service:Poor
Cabin:Economy Class
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"Worst customer service ever"

Review

We had reservations for a 2 week trip from Sacramento to Washington, DC, then to NYC and home. We wanted to change the time of the leg of the flight from Washington to NYC (a one hour flight) and were quoted an additional $1000 EACH to change the flight by a few hours. So ridiculous and unacceptable!!!!!!!!

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"How United treats its best customers!!!"

Review

I am a 1K member of United Airlines (JE010978) and have previously been a long time Platinum Member of Continental Airlines.

This review is in the result of consistent poor experience on United ... to the point where I sadly realize that flights on some of the Asian Airlines (eg Singapore) in the cheapest economy fare are much better than flying as a 1K passenger on United ... and that I might be better served taking my business somewhere else

In 2 recent trips to Sao Paulo, Brazil, I have experienced the following:
- United Presidential club - yes I happen to be a club member also -- always looks like an evacuation area for people fleeing a disaster area... endless rows of crammed seating space facing each other, with no space for luggage, no internet access (too many people trying to access the wifi hotspot), inadequately ventilated (smells bad). I lasted there 2 mins before deciding I'd rather take my chances anywhere else in the airport
- United global upgrades: my experience is that the hard earned 'global upgrades' only work on about 25% of the flight legs - so I ended flying in the Premium Economy section.
Sounds like the only folks who get consistently upgraded are those in the 'Global Services' segment. Only problem, there is no advertised criteria to make it in this category. It is 'by selection only' and it is quite frustrating for those who fly United enough to make it to 1K ... yet do not 'get selected'

United airplane: My window seat space was minimal - thankfully I am relatively fit - and follows the curvature of the airplane fuselage meaning it is narrower in the bottom leaving little space for your feet and the distance between rows is painful especially if you want to get work done.
Most of all, the airplane was freezing (consistent experience on several United flights lately) and despite frequent passengers' complaints) nothing was done

-United service: the worst part is the service. flight attendants acted as if they were on a court-ordered community service duty. Grumpy, short tempered everytime you asked them for something. I even got them complaining when I brought my own trash to the service area instead of waiting for them to collect it.
I fail to understand why we have excellent service on average in the hospitality industry in the US and why it is so poor on United. What does it take to smile and be helpful as it is on Singapore airlines? Is it a culture shift?
Are flight attendents underpaid? Or should the airline make their salary dependent on customer Sat -- maybe we should tip them at the end of each trip? whatever it takes someone should figure it out!!!!

Net net: Global Services vs. 1K, Narrow, cold seating space, horrible service quality .... are sending a clear signal that I'd better take my business somewhere else unless United wakes up and takes action. As a 1K loyal customer I feel that they are consistently over-promising and under-delivering!

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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