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

"Do Not Trust United Airlines"

Review

1. United entered me as a "no show" on their data base even
though I was on my scheduled flight, the flight United had confirmed
previously.
2. United cancelled my return flight from Europe because they entered
me as a no show on my outgoing flight!
3. United changed their pet policies after I had a booked a flight for my pet.
United took no responsibility for their numerous mistakes.
Do not trust United Airlines.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Bait & Switch and no customer service"

Review

I have travelled all over the world and have NEVER experienced such horrific customer service as I have with United. We purchased economy plus tickets for a birthday celebration to Maui. On March 31 I logged online to check in, I was asked if I would like to upgrade to First Class for my return flight to Austin for a total of $1700. I decided to upgrade as my husband is 6'5 tall and the economy plus was still cramped for him. I entered all credit card info and ordered the upgrades and was given an error code. So I went through the whole process again and received an error code. My third attempt worked. Concerned that I was charged three times I tried to call UA Customer service number and was on hold for 45 minutes and eventually gave up. Ridiculous! We flew first class from Maui to LAX. Once we completed our three hour layover at LAX we were dismayed to discover our seats on flight 5532 to Austin were in economy plus! I mentioned to the flight attendant we had paid an additional $1700 to be in first class (I believe her name was Shonda?) She merely shrugged and said, "You'll have to talk to customer service about that", I asked her if I could at least receive complimentary snacks and drinks and she said, "Not back here you won't", turned and walked away. Unacceptable response! Then as Shonda (sp) was doing the emergency procedures demonstration, she looked down and saw I was looking for something in my purse on the floor and curtly barked at me, " You gonna have to put that in the bulk head". I handed her my purse and said calmly, "You need to work on your customer service skills". She stopped her demonstration and in front of the other passengers said loudly, "Do you want me to stop the plane and walk you back into the airport so you can talk to customer service because it's not MY fault your tickets are wrong".

I was absolutely STUNNED to be spoken to in such a derogatory and threatening way. I told her no, I would deal with it later and she said, "You sure? You're not going to complain and cause me problems during the flight?!" Stunned and embarrassed I fought back tears and told her I would be fine. I've never been treated like that before. And after speaking to the other attendant, Shonda eventually came up and asked if we'd like a drink and a snack. she should NOT be working in customer service. I have been on the phone now for 75 minutes, spoken with three people outsourced in India to get refunded for my LAX to Austin flight only to be told NO by the supervisor and to try another number! I will NEVER fly UA again and hope Amex will get me my refund. UA needs to check out Lufhansa, Quantas and Jet Blue and learn some lessons about customer service and stop hiring thugs as flight attendants.

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

Review

We recently traveled from Calgary to Tampa via Chicago. The UA staff were helpful and informative and made sure that everything was done to keep to the schedule. The cabin and flight crews were great, interacting well with the passengers.

The 757's are in need of a makeover and I heard that this had been announced.

Yes things can go wrong and mess up travel schedules, and many folks are quick to hammer the airlines. Well I have traveled the world over the last 40 years and never fail to marvel at the fact that in a few hours we can be whisked from the depths of a Canadian winter to the warmth of the Florida Keys, or to a business meeting in Denver or Tokyo, all because of companies like United Airlines.

Well done United

Conclusion
Value for Money:Yes
Customer Service:Excellent
Cabin:Economy Class
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"Alone for holidays because of United incompetence "

Review

I didn't get to see my family over the thanksgiving holiday because my flight was cancelled and "they couldn't get me on another flight" because "the computers were down." I was speechless. Now I'm wrapped up in red tape trying to get my money back. Still in shock.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:Economy Class
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"United is destroying its frequent flyer program"

Review

United has revamped its Milage Plus frequent flyer program to severely shortchange its silver and gold (1P and 2P) elite members. For silver members, free bags go down from two to one (most other US based airlines give silver elites two free bags) and made E+ and biz class upgrades much less likely. For gold members, UA will now only give a 50% milage bonus compared to the 100% given now and the 100% still given by American and Delta. Gold and silver level frequent flyers are much better off switching to American or Delta. In terms of rewards, for a Trans-Atlantic redemption in off season or shoulder season, it is 60K miles on UA but only 40K on AA. Both are 60K in summer.

On this flight, my reserved seats kept getting cancelled, beginning three times online. Even when they were put into the system again on check-in at the airport, they disappeared again by the time I got to the gate. I have never seen this level of incompetence. I finally only got a decent seat back because someone failed to show up at the last minute.

Conclusion
Value for Money:No
Customer Service:Poor
Cabin:First Class
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"Basic budget flight"

Review

Extremely cramped for legroom in economy - I am 5'6" (168cm) and my knees touched the back of the seat in front. Reasonable recline.
No personal screens, only overhead screen which was difficult to see the bottom and near impossible to read any subtitles or print.
Food average airline.

Conclusion
Value for Money:Yes
Customer Service:Satisfactory
Cabin:Economy Class
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"United Airlines the Scarp Iron Standard of the Airline Industry"

Review

Continental Airlines - The Former Gold Standard of the Airline Industry
The New United Airlines/Continental Airlines – The Scrap Iron Standard

Unfortunately my fear of disappointment turned into reality. The United/Continental merger, for me personally, has been for the worse. Continental was my airline of choice because of ALL of the following: price, customer service, personal attention, new equipment, and timely flights. Unfortunately, this vacation was the first since the merger and will most likely be my last with Continental/United as my airline of choice.

To start my vacation I purchased my roundtrip Houston to San Francisco tickets via Continental online. This was the same familiar and convenient process I had utilized for years but that is where the convenience ended and the customer disservice began. I had both Continental tickets and flight numbers issued for both my wife and I. Upon arrival at IAH airport we proceeded to check our bags only to be informed that we needed to cross the terminal and use the poorly staffed United check in counter, oh well we just have to stand in line again, this will not hamper my great planned anniversary vacation.

We got checked in, baggage checked and off we went to San Francisco. That wasn't too bad. Vacation was great until I realized it was nearing time for our return flight and my anxiety of dealing with the mid-merger Continental/United began. The true debacle was only about to begin.

San Francisco airport greeted us with a sea of disorganization. We thought we knew what to do and quickly got in the enormous, completely disorganized check-in line at the United counter. This line made several wraps before ever entering the stanchions, I am so glad we arrived in excess of the recommended two hours in advance. When the line actually entered the stanchions a United customer service representative was attempting to give direction to the disorganized sea of people. She looked at our documents, which were those received from continental.com when I originally booked the flight, and she instructed us, as if we were ignorant, to the Continental kiosks. I quickly informed her that we had tried that in Houston and that we had to use the United check-in process. She quickly informed me that she knew what she was talking about as this was her job. Off we went to yet another lengthy, but more semi-organized line. After our 20 minute wait we were greeted by a Continental service representative who reviewed our documents only to inform us, what we already knew, that we needed to go to the United check-in desk. Wow, was I dumbfounded of the ineptness of the airport staff. I went on to explain that we just left United sea of disorganization and that we purchased our tickets from Continental.com, we had a Continental confirmation number as well as continental flight numbers. Her response was quick and abrupt that "if you don't want to miss your flight you better go get in the United line." Off we went back to the huge, disorganized line of United.

This time we actually reached a kiosk, although unmanned due to inadequate staffing, we entered our United confirmation#, XXXXXX, only to have the screen tell us we needed a representative. Well this couldn't or shouldn't be too bad right? Wrong. When I did finally get the attention of someone from the inadequately staffed counter I was tended to by someone who was obviously incompetent, as she quickly told us that we needed to go stand in yet another line labeled as "additional service". How could this be that she could not check our bags and issue us a boarding pass? Just wait it gets far worse.

We stand in yet another, albeit shorter but slower moving line, and we were finally assisted. During the baggage check-in process I inquired to the representative as to whether I should check my wine purchase separately, as it was in its own packaging as provided for shipping by the winery. She informed me that while I could do that but if I did it would be an additional $100 extra bag charge. She suggested that I just pack the two bottles into one of my existing bags to save the extra charges. That sounded good to me, that is up until I placed my baggage on the scales, one bag was 61.5 lbs and one was 54 lbs. She said that I would be charged $100 per overweight bag for a total of $200. In all her intelligence she offered yet another option, I was all ears. She suggested to take the +/- 4 lbs from the lighter bag and place it in the heavier bag. This way I would just have to pay one heavy bag fee of $100. Sounded good to me even though the mathematics didn't work in my head as no matter how I stacked it my wife and I were traveling with 115.5 lbs of luggage. Moving forward, I began to rearrange my luggage as instructed when another customer service representative observed me relocating my carefully packaged wine from one suitcase to the other (as instructed by my current United customer service rep). This was an immediate issue as he began to tell me that I could not pack wine, or any other alcohol, in my suitcase. I reiterated what my current customer service rep had stated but he was having no interest in listening and rebutted with a resounding no. I then asked about my winery supplied shipping container as was again met with a no. I asked to speak with a supervisor as I was being presented with two distinctly differing opinions. He quickly replied with "I am a customer service director". I would have expected someone with better manners as well as personal grooming to have been in a supervisory position but he proudly flashed his official name tag with his position. Needless to say our plane was now within 30 minutes of departing and we had yet to wade through the quagmire of security. I asked for a more senior supervisor. She arrived and was very professional and stated that I could not ship the wine in my checked luggage that it would have to be in a separate box with either bubble wrap or styrofoam, this was in conflict with what supervisor #1 stated as he said only special wine bottle styrofoam containers would be allowed. When I inquired about where to obtain the "allowable" supplies I was informed that the only place in the entire airport was in a completely different terminal, the international terminal. Mind you my scheduled flight is now departing in 25 minutes. I sent my wife to begin the security process as I made a marathon attempt to salvage both my $250 wine and my departure time.

As I ran up two flights of stair, caught an air tram from one terminal to another, sprinted through the terminal, down more stairs, waited in line at the shipping retailer, sprinted back up the stairs to the air tram, and finally back down two flights of stairs I couldn't help but realize that my wonderful anniversary vacation was quickly turning into an absolute nightmare, all courtesy of Continental/united.
I waded through the mass of other annoyed customers back to the senior customer service supervisor with my "officially packaged" wine to have it checked. Time to departure is now under 15 minutes, I am separated from my beloved wife, and I have not been through the security screening process.

I could have been a commercial as I pleaded my case to the TSA officer who finally pushed me into the line with disabled persons, newborns and other assistance needy people. I breathed a sigh of relief as I deposited my shoes and assorted belongings into the tray for screening. I looked in a complete panic at my watch, t minus 11 minutes and I was chosen for a pat down. Finally through everything and my gate, number 90, is all the way at the end of the terminal, glad I wore my running shoes. I sprinted full out from security to the boarding gate with 5 minutes to spare, great now where is my wife. The wonderful intelligent airport staff looked at her connecting flight boarding pass in lieu of her San Francisco departing information and sent her to the wrong gate at the complete opposite end of the terminal. I had yet to awaken from my Continental/united inflicted nightmare.

Needless to say we were the LAST two passengers on board but heck we made it, albeit dripping with sweat and completely out of breath. I could go on about how with the many choices for air transportation I have religiously chosen Continental for the new equipment, nice amenities, competitive pricing and good customer service but wait this new Continental/united must have advantages for the consumer right? No in short. No meal on an over 3 hour flight, unless you want to buy something, no peanuts, no pretzels, nothing but a drink, unless you want to pay extra. Extra for more than one checked bag, really $100? Extra for an overweight bag, really $100. Well at least the frequent flyer program will remain somewhat similar, right? No, beginning in either June or July of this year my mileage will be reduce in value by nearly 50%, that's right, now flights will be procured at similar mileages but they will be for each way in lieu of round trips. Guess what, now exit row seating is considered an upgrade for only a mere $39. I get to assist the airline in a time of emergency and I have to pay to help save other passengers and myself. What’s next an extra charge if you want your flight equipped with evacuations slides/rafts? Or what about and extra $30 if you want an available life preserver or oxygen mask? Well the in flight staff would still be professional Continental standards, right? No, one steward looked as if his attire was pulled straight from the clothes dryer and he was going for the rough macho 3 day unshaven look. What happened to the Continental Airlines I had grown to appreciate?

I have yet to find ONE consumer advantage to the Continental/United merger. With choices in modes of transportation I will not just look at air options. When air transportation is chosen you can be darn sure that I will review every viable option to Continental/United. The smaller airlines may not be as competitive in price but maybe they are far better at customer service without "extraing" everything.

In closing, I must say that I am of the opinion that the "new" Continental/United is now grouped with the other worst airline in the industry, Delta. Hope you enjoy your failures as you are not a fraction of the airline you once were.

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

Review

I have yet to be reimbursed for the damaged luggage and lost articles on a United Air Lines (now Continential A/l)on 12/25/10. The late delivery of lost items and my cosmetics ruined our Christmas celebration with my 94-year-old mother. I have made and documented several phone calls to baggage claims department and have received no response or restitution. The only correspondence I have officially received since filing the claim is a response dated 1/10/11 stating the claim had been forward to another department. It is now the middle of May and I have not received payment. I'm thinking about a suing is civil court. _ Bryan

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Nice comfortable seats and friendly service"

Review

Direct fligtht to San Francisco. We were comfortably seated at the rear of the aircraft (B747) with standard width seats and good legroom. I have no complaints to make about the staff. The service was rather efficient and quite friendly. We had a tasty meals onboard and sufficient drinks. I think for the price, the service was good enough. The return flight was as good as the first. All in all, United suits my expectations.

Conclusion
Value for Money:Yes
Customer Service:Good
Cabin:Economy Class
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