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

"Never again!!!"

Review

I will do everything in my power to make sure that neither I, nor anyone else I know or talk to, will choose United to fly on. The service was abyssmal, and even looking back on it weeks after it happened, I get surges of anger coursing through me. So, to start from the beginning- we left Stockholm, Sweden Thursday, August at about 10 a.m. After flying for 8.5 hours on SAS, arrived at Newark airport for our layover at 1 p.m. eastern time. Our flight was to leave at 5:20 p.m., but it was delayed and the gate was changed. This was fine. We finally got on the plane and started to make our way down the runway. Then we stopped- there was a big storm, and the planes were lining up and waiting for a break. We got in line, but each break was only a few minutes, then we would move a little before being stuck for another 20 or 30 minutes. The plane was stifling hot. They couldn't turn on the other engine until we were going to fly, and the heat was thick with the sweat of a couple hundred people. We had a hard time breathing, and kept wondering why they didn't offer us water in the hours we were sitting there boiling. We finally went back to the gate. They kept us on the plane, deciding if we were going to de-plane or just sit there boiling. Another 30 minutes later, we got off the plane-- with a warning not to go to far, because they were probably going to refuel and send us off. Maybe an hour or two later, they told us that the flight was cancelled and we should make our way over to the customer service counter manned by 2 very unfortunate United agents. Everybody piled into a massive line. It was almost midnight by then.

I was crying because I wanted to see my family (I get to see them once a year), and we ran over to the line, but were close to last in line anyway. At this point, we had been traveling for 18 hours. My boyfriend asked some United agents walking by if there was any way we could get vouchers for food-- we didn't carry enough cash on us to pay for airport food for such a long time. The answer was no. They did, however, hand us a phone number for the United customer service, which they said was probably better than waiting in line. We, not having a phone that worked in the US, found a nice person who let us borrow his phone. We called, and when the woman I spoke with us said we could go to Denver on Saturday afternoon, I burst into tears again. She put me on hold, and after 50 minutes of holding and listening to some guy talk about how great United was (and how they were spending 55 million dollars on upgrades), she returned and said that she could get us a flight at 5:20 p.m. the next day. Better than Saturday, but another 17 hours at Newark wasn't exactly a relief. One problem- she could book us for the flight, but since we booked our flight thgrough SAS, only they could issue us new tickets. So we had to go find them, in another terminal, sometime in the morning when the airlines resumed business. We again asked multiple agents if there was some way we could get vouchers for food or a hotel, but nobody seemed to really care. They kept saying that it wasn't their fault-- it was the weather, so they didn't have any legal responsibility to care for us in any way. Thanks, United, for not even showing the least smallest amount of human decency possible.

So we slept curled up in chairs at the airport. Or we tried to, at least. At 7a.m. we went to the tram so we could go to SAS and get tickets issued. We were then informed that since we booked our flight through SAS, and SAS is an international airline, their service desks don't open until 2-3 hours before their first flight- which happened to be at 5 p.m. that day. We went again to try to find anyone at United who might be willing to help. The first person I spoke to said "Make it quick, I'm off in 5 minutes." I tried to quickly explain our situation, and she responded with "Yeah, you're going to have to ask somebody else." We talked to a few more people, nobody being able to help... We decided to walk over to the Premier line and ask one of the service people over there. Immediately, he called a supervisor and within 5 minutes, she had printed our boarding passes and had put us on the wait list for all flights to Denver that day. We waited, and kept trying customer service to try to get some sort of way to purchase food. After 20 hours of being at the airport, there was one single person that took pity on us. She couldn't believe what we had been through, and she gave us each vouchers to buy food. This was the only time the entire experience that someone had showed any empathy whatsoever, so we were grateful. After waiting all day to try to get on other flights, we went to the boarding area for the flight we were booked on. And waited.... Our flight that was supposed to leave at 5:20 left at around 8:20.

So basically, our 18 hour trip had turned into about 48 hours of traveling. I understand that weather happens, and companies will try to do anything to not spend money on their customers (or I should say their economy customers, because they're apparently spending 55 million on having the most Premier class seats that lay down), but this was ridiculous. I have never been treated so badly by so many people in my life. Nobody willingly helped us, gave us information, or offered to do anything for our troubles. Nobody took pity on us, or thought twice about our crappy experience. I think it's pathetic that a company this big has absolutely no consideration for their clients. I guess only their Premier clients get that kind of service, you know-- because they pay extra. I wish that they wouldn't have bought out Continental, because they were actually pretty good.

Also, when we went to the Denver airport for our return flight, they had canceled our reservations--- without any notice or conversation of any type. We asked why, and the agent at the baggage check-in said that it had something to do with our flight being canceled on our trip there. Apparently, if you end up spending a couple days at the airport being treated like crap, they automatically cancel your flight home as kind of a bonus! Thanks a lot, United.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Bumped/Cancelled/Lied to"

Review

Flight was confirmed night before takeoff, morning of takeoff received a phone call our itinerary had been changed...flights to Erie PA divided up taking off later that day, staying in Denver 3 days and arriving the day we were scheduled to leave Erie PA!
The agent said the flights had been cancelled, however they had not been cancelled when we looked online...they were all on time, we were just bumped because we had lower cost tickets purchased through an online service.
They offered no alternative, and were not willing to give us any compensation other than the ticket price back.
They essentially cancelled our trip and we had to cancel the rest of the trip from Erie as well.
Very BAD experience, would never recommend or fly United again as they cannot be trusted.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"Awful airline"

Review

Where to start.

I left Melbourne on time but when I got to LAX I learnt my connecting flight to IAD airport was delayed. I then spent FOUR HOURS in a queue waiting to speak to a customer service rep, after which time I gave up as I had to catch my now boarding flight. As I was boarding the plane I was informed the connecting flight would not be made and the no accomodation or meal vouchers would be supplied due to "Having no available rooms" no excuse was offered for no meal vouchers. So I spent a night in IAD airport with a newly found friend in the same situation. The next morning the flight changed gate 4 times, each time leaving from a different terminal (Terminal A to C to A and back to C) so I had to go back and forth via the train to make sure I didn't miss my flight.

On the way back flights were again delayed by multiple hours but at least every flight was so I still made them all.

THe staff I actually managed to speak to on ground were rude (with the exception of the gentleman at MDT airport) and the in-air staff were no better. Food was awful, dreadfully undercooked rice, overcooked chicken, poor tasting sandwiches etc.

In flight entertainment is all on overhead monitors so you watch whatever they put on plus a few radio stations so make sure your MP3 player/iPad/Kindle or whatever is fully charged as it is not possible to recharge in economy.

The ailine is cheap but I am beggin any travellers with multiple connections to SERIOUSLY reconsider flying with United, especially Transcontinental flights.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Worst Airline Ever"

Review

Booked my son's trip 6 months ago on United Airlines. Was very hesitant as 3 years ago, they screwed up my travel so bad that I ended up with no medication or clothes for three days (would have bought more, but they kept promising they were going to fix the problem). Never flew with them again. Unfortunately, they were way lower than any other airline when I booked his trip, and I got sucked in. Figured they couldn't screw up that badly a second time. Oh how wrong was I! About a month before his flight, I got an email from United stating they had to make some changes to his reservation. Sent me new itinerary with the outbound flight from Cincinnati to Reno changed but the return flight from Reno to Cincinnati unchanged. As I received plenty of notice and the schedule change wasn't too radical, I wasn't upset. However, when my son and I went to the airport to send him home to Cincinnati, we discovered United Airlines had cancelled his return flight. The updated itinerary had his return flight listed, which made me believe he had a valid flight reservation. I received no notification of the cancellation. At the airport, they tried to book him on a flight that had multiple stops and would require him to spend almost 20 hours either flying or sitting in airports. And, they acted as if they were doing me a favor by rebooking the flight I had already paid for and they totally screwed up. An hour after getting to the counter, we finally had another flight booked, the next day, leaving at 6:30 in the morning! Thank heavens the flight is on Delta as I will never fly United Airlines again.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Nightmare in First Class. No longer breaking guitars, now it's people!"

Review

We flew First Class A Fare round trip. Last flight of our journey was#1496. Husband who just had major abdominal surgery earlier in the week needed crackers and gatorade every 5 hours per doctors order. Flight attendant refused to bring him a snackpack with crackers in place of a fancy first class meal he couldn't eat.. After 50 minutes of her continuing to ignore him and watching him become sicker and sicker, I got the lead flight attendant involved. Disgusting!!!!! Had to listen to the same undertrained, beligerant, flight attendant complain during the flight about how all of her boyfriends keep dumping her and not understanding why. I listened to a preflight recording talking about their dedication to "Service". They need to stop "talking" and start "acting" upon their mission statement.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:First Class
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"Flight delayed...again"

Review

During this trip we had bought a round trip ticket from Minneapolis to boston connecting through Chicago on the departure and Cleveland on the returning flight. All four of the flights were delayed and our last flight was cancelled.

The fact that this flight was cancelled is not a rare occurrence. The hotel that we were suggested to stay at for the night (which was not paid for) informed us that this happens every night and the driver confirmed this trend when he old us he would never fly united after working his job.

We are now going on hour 20 of being delayed ad sitting at an airport with no compensation whatsoever. I will not fly with united again after this experience.

Conclusion
Value for Money:No
Customer Service:Satisfactory
Cabin:Economy Class
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"Worst Airline Ever!!!"

Review

Firstly the price was.ridiculous.... i had to go because of a wedding. We encountered back to back cancellation. Our flight was for 9pm we arrived at the airport at 7. the flight was delayed. .. we dealt.with that... the sent a flight going to the same city out at 10:30. ... we were to go at 11:20....they cancelled the flight at 11...booked for 6:30 next morning... okay we come back to the airport at 4:30....flight cancelled again...they put us on the next flight.... no complimentary breakfast for the crap they put us through....

returning to Canada our flight was 3:30....we check online to see updates... flight delayed till 5. we were 1 hair away from the airport we didn't leave due to the delayed notice. we checked the flight status at almost 2. .. they change the flight back to being on time. no way we could make it.... we had to.change the flight to.8:30pm.... we got to the airport at 6.... we board at 8... once we are in line to fly off... we waited another 2.5 hours. .. go back to the gate and refueled. .. we left the airport at 11 something. ....no food... all the offer was drinks....we waited and waited... no thought for our patient. ... this airline need road do much better....

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

Review

I flew United in the past and they have lost my luggage before. That was a few years ago so I decided to try them again...BIG mistake! I flew from Pittsburgh International to Houston Intercontinental. The flight there wasn't bad, probably because I had a non-stop flight so they didn't have an opportunity to screw anything up. On the way back to Pittsburgh, however, we had a layover in Cleveland Ohio. While taxiing from the gate in Houston, we were told that because of a little ran, flights in the air were delayed from landing and became backed-up. Because of fuel issues, those planes had to land before we were allowed to take off. Understandable. We sat on the runway for over an hour and since our layover was only 55 minutes in Cleveland, we already knew we were going to miss our connection. I told my wife, "Lets not get mad at United yet, this isn't there fault. Lets just see how they handle this for us." So we finally take off and arrive at Cleveland. After exiting the plane, boarding clerk directs us to customer service, along with about 30 other people. This is where things got bad. United decided to have 1 representitive at the desk to assist these 30 people. After waiting in line for about 15 minutes and seeing that the clerk was still helping the FIRST customer, my wife decided to go back to the boarding clerk to ask for a 1-800 customer service number. Well, apparently United no longer has a customer service phone number. My wife was told we had to "E-mail the website and they would reply." But the clerk couldn't tell us how they would reply or how long it would take. Not to mention, we had no way of getting on the internet! So we go to a ticketing agent instead...still refusing to wait in line at the customer service desk. Another customer asked for more service reps but was told that "normally we have more but we are short-handed today." Yeah, right... so the ticketing agent said we were rescheduled for another flight the next morning. This was an issue since I had a mandatory class for my school program the following morning. On top of that, United refused to cover the full cost of the hotel and stated that they would simply "discount" it for us. And, just to add fuel to the fire, all of our checking bags somehow made the Pittsburgh flight that we were told already took off when we got off the plane. So we were left with nothing but the clothes on our back and having to pay for a hotel. Instead, we asked if they would cover a rental car since Cleveland was only 133 miles from Pittsburgh, we could just drive and make it in that night. United refused. Even after asking for a manager, our only option from United was to pay out of pocket for a hotel when we had nothing with us, take a flight the next day, and miss my class. They did refund our $50 bag fees, which only covered 1/3 of the cost of the rental. They would not refund our $50 bag fees from the way to Houston to help with the costs because it "wasn't in their system anymore" even though it was from only 5 days earlier. So, we ended up having to pay out of pocket instead for a rental (which would have been about the same price as the hotel) from Cleveland airport to Pittsbrugh airport since we had to get our bags waiting for us. We saved our receipts for the rental, gas, and tolls, and plan on working towards getting this refunded to us.

If you want to roll the dice with them, thats on you. If everything goes well, you will probably have a good flight. If anything gets messed up...good luck getting help.

In my opinion...DO NOT FLY UNITED!

There are plenty of other options out there.

I also love how after boarding, they played a video in which the CEO brags about spending $50 billion for new planes, but they can't help a paying customer with a $150 rental or hotel.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Horrible. Will never fly with the again"

Review

We were some of the first people at the gate and subsequently the only two people to get bumped, which we later found out is common practice. The whole process was shambolic and the way we were spoken to was a disgrace. This airline is an embarrassment and I have not and will not fly with them ever again.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Don't fly united"

Review

Ever since Continental merged with United it has been a nightmare to travel with United. Left stranded in houston had to drive 12 hours back to my city. another trip lost my wifes reservations. they had to bump other passengers to get her in as scheduled. Constantly moving my reservations on trips. they put my daughters in one flight and myself in another. the list goes on but to top of this unprecedented situation of inefficiency and irresponsibility they sold me a ticket a month ago roughly and did not share with me certain pertinent information as far as the necessary time frame required between my flight and the expiration of my passport so got to the airport this morning and could not go on my trip.

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