United Airlines Reviews and Ratings
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Overall Ratings
(35 ratings)
(6 ratings)
(1 ratings)
(2 ratings)
(2 ratings)Attribute Ratings
Customer Service (41 ratings)Perform as Advertised (37 ratings)Timeliness (37 ratings)Use Again (37 ratings)Cost Effective (30 ratings)United Airlines Reviews
jcipriani06.... March 12th, 2014
Paid,Confirmed Reservation
I had a paid confirmed round trip flight from Houston to Trinidad.On my return leg of the trip I arrived at the United counter in Trinidad 2 hours ahead of time.I proceeded to the counter to get my boarding pass when i was told that i will be placed on standby because I did not pre book a seat and there are no seats available because they over sold the flight. I asked to speak to her supervisor and I was told the same thing. I was told to go to the gate and they will try to get me on the flight. The supervisor said that there are no guarantee that you will get on the flight I pleaded my case and she said that that is the policy. I asked her how long this policy is in effect and she said about 3 years.I expressed my displeasure and proceeded to the gate.During this LONG hour and a half wait to know my faith I was very nervous and depressed. All this time my niece was waiting at rhe airport for me incase i miss the flight. This caused her to be late for work. I would like to know if this is REALLY a policy or it is only done in T'dad (POS)?
Anonymous-131683.... February 26th, 2014
Delay and Baggage Damaged
Departure from Houston to Colorado Spring was about 4 hours delayed. Upon the return flight from CO to Houston,TX luggage was damaged and when calling the airlines I was told that the damages to the telescopic handle and zipper pull was natural wear and tear. I told the person that I had just purchased the piece on 2/11/14 before leaving on 2/19/14. I will not fly this airline again. This is the second piece of luggage mishandled. While sitting on the plane I have witnessed luggage tossed and even falling to the ground. If the airlines don't care about the passengers luggage any better than that I don't care to spend my money with them, and having to purchase new luggage to get damaged with no fault to the airlines.
Anonymous-126382.... December 9th, 2013
TERRIBLE AND INCONSISTENT CUSTOMER SERVICE!
United cancels flights without notification, inadequate help in rebooking after 3 hrs on phone. Understaffed in Ohare during snowstorm. Would not release luggage when stranded. Overall awful experience and do not recommend United to anyone!
Anonymous-115657.... July 8th, 2013
Nightmare on United Airlines, close to Elm street
My sister n law with 3 children flew down from Pa to Corpus Christi texas for a wedding. On the way down from Washington to Houston connecting flight missed due to weather delay. she needed to be down for wedding events that day and united booked a flight the next day. What would you do? That's right she rented a car , on her own Nickel, to beat the events 4 hrs away. Fast forward to today we dropped her family off, remember 3 children included, and united tells her they cancelled her after she did not fly the flight down all the way. WOW, now we went to picking her up ,glad to see them again, but this airline is not recommended, unless they come through later when we call customer service
MalboroEater.... June 6th, 2013
A pleasant airborne experience.
Seeing as this page is riddled with complaints, I might as well give my insight as one who was pleased with their service. I'd switched over from Southwest after a couple of nasty incidents concerning luggage weight minutiae occurred, and I don't see United having that issue. They do their best in letting us passengers feel right at home while up in the air.
Anonymous-89083.... December 14th, 2012
This service is overpriced, inconvenient, and sub-par to the other services I have used. I would never recommend it to anybody.
I did have a great time shipping my animal with China Airlines though, and highly recommend their service over the petsafe program where it is available.
epstnmrtn.... December 3rd, 2012
Lost luggage
On a flight from Seattle, with final destination Hartford, the gate agent wouldn't let me take my carry-on on board, although there was room for it in the cabin. The luggage did not arrive in Hartford. When the lost luggage clerk looked for it on the computer, it was not even entered onto the computer. Although United eventually found the luggage, and I compliment on that, we were extremely anxious when we learned the luggage was not in the computer, since the luggage contained medicines and my wife' work documents. I wrote to United 3 months ago and have received no explanation or compensation.bc123151.... December 3rd, 2012
No Response--NO Customer service
I flew United Airlines and was rather pleased with the flight. I considered flying with them more. However, I left my iPad in the seat back and I have not been able to get anyone from United to reply to my requests for information on whether it has been found. I sent the flight information, the seat number, and the date, but I get NO ANSWER. I have sent 4 emails, filled out 2 lost item reports, and sent a letter. I have place 2 phone calls, but have been unable to get anyone who knows anything on the phone. You would think that the airlines would be trying to get customers, but not United. I wish I had read all of these bad reviews before I let the company book me on this airline.Anonymous-86104.... November 27th, 2012
customer service
I will make this short there is no customer service at this airline. They act like they are doing you favors when in fact without us they would be out of work. Will never use United again.Anonymous-83866.... November 13th, 2012
I recently flew UA from Chicago O'Hare to Hong Kong (Oct. 2012) in so called Economy Plus...what a joke. Terrible accomodations and terrible service....During the same trip I flew Cathay Pacific in Coach from Hong Kong to Penang, Malaysia....CP is world class...United Airlines is LOW CLASS...I will NEVER fly UA again!!!!
faithanderson9.... October 5th, 2012
Worst service ever! Will never fly with United Airlines
Because of United Airlines terrible customer service, my 74 yrs old disabled mom missed her connecting flt from Dulles to Brussels.Her flt from Albany, NY to Dulles Washington Airport,was was delayed more than 1 1/2 hrs. Although a wheelchair was requested when the ticket was purchased, when she arrived at Dulles Airport @ 5:15 pm to board her 5:49pm flt not a single wheelchair assistance was offered.My 74 yrs old mother missed her connecting flt because no one cared or bothered to get her to her gate and thus she missed her flt and now has to wait for 2 days to fly out.Fortunately for her I was able to pick her up from Dulles airport because I live in MD. She was traveling to Liberia to attend her sister's funeral and this is by far the worst service I have ever seen. I WILL NEVER FLY UNITED AIRLINES!They have not regards for their passengers not even the disabled!Anonymous-75562.... September 21st, 2012
United Airlines bagage lost .wrote an application (claim) at La Guardia after the arrival from Cleveland,last monday 17 afternoon . no news since then . I called a service on United tel and had to
redictate a claim on tuesday BECAUSE THAT WAS NO TRACE OF THE PREVIOUS ONE.
THEY PROMISED TO SEND ME A TEXT MSG WITH ALL INFORMATIONS INCLUDED IN MY CLAIM.
I AM A FRENCH CITIZEN FROM PARIS AND I AM LEAVING LATE AFTERNOON BACK IN FRANCE .
WHAT SHOULD I DO TO GET SOMEONE WHO DOES TELL ME LIES GIVE ME DETAILS AND INSTRUCTIONS TO HAVE MY LUGGAGE SENT TO FRANCE IF THEY FIND IT AND DISCUSS COMPENSATION FOR THAT LOSS
masterwolf.... August 26th, 2012
United Airlines was not bad for a first time flyer!
Despite the poor ratings, I have to say I was satisfied with my flight on United Airlines, the cabin crew were very friendly, the food was "ok" I could say I much prefer Delta Airlines though.As for customer service, they were ok, but we booked through an agency, I felt safe and secure on United Airlines, and would somehow consider flying with them in the future.
bgarnett.... August 13th, 2012
Baggage sucks
Further to our Memphis saga - we woke up this morning a few hours before we check out to return home to discover a message - united at Memphis international had decided that we might need our luggage so that they could charge us the baggage fee again - after all we couldn't have possibly needed our luggage during our stay - beware of Bags, Inc. the delivery service used by united at Memphis international as it appears they only deliver when they get around to it. Also, beware of the info included in the airlines "delayed baggage info" as they certainly do not make any effort to call you once a day to keep you updated on their progress - and should it really take five days to trace baggage that they handled - what a joke the operation and united is.bgarnett.... August 12th, 2012
United very dysfunctional, especially at Memphis
Arrived at Memphis on schedule at 5:58 PM Thursday. No signage as to which carousel to pick up luggage. Had to ask, nobody seemed to know. Found other passengers from our flight at carousel 3c, still no sign. Other passengers got bags after about 30 minutes. Ours did not arrive. Found the united baggage office, totally locked and unstaffed thought the sign said it should have been open at that hour. Went up to united ticket counter where the two united employees loudly argued about who was going to help me. After much sighing about how busy they were, one finally came down to the baggage room, the expressed annoyance that I had bothered her when my bag wasnt in there, as if I should have known. A delayed baggage brochure was passed to me, and she abruptly left, despite my asking for assistance in figuring out the process, was told "we are too busy" just call the number on the form. My wife and I made 5 calls over the next 24 hours, each time to be told that the bag had arrived in Memphis on a later flight and would be delivered to our hotel. Each time when we asked the call center to confirm directly with the united staff when the bag would be sent, we were advised that nobody would answer the phone at united in Memphis.Still we have no luggage, after 3 days of waiting. Seems that the call center may be in India, in all we spoke to Shawhee, Bhanu, Faisal, Niharika, and supervisor Bhupen, same unhelpful response from each, though every one of them indicated that the bag was arrived in Memphis, but that they could only send a message, as the phone was not being answered. They refused to give used the phone number. We later managed to find a local number throught the airport operator. Someone answered at united luggage, and immediately transferred me to another line which did not get answered. Very frustrating experience, which the hotel staff were completely unsurprised by When we mentioned the airline involved. Our ticket costs were $1602 for the round trip, then united has the audacity to charge the extra $27 for a baggage fee, for which we have nothing to show. This airline approach to customer service is irresponsible. We've now had to incur laundry and new clothing costs, plus costs of roaming long distance on our phones due to the very long hold times during our many calls. Many hours of our time have been wasted.
Anonymous-67855.... July 23rd, 2012
terrible service rude employees
the higher the rates go the worse the service. At least continental allowed people with young children to board first not united.. and whats with this group classes . It is only common sense to fill up the back of the plane first to keep the line moving. Never had such crabby flight attendants. If I didn't have to fly I never would. United is the worst. People only use them when there is no choice.Anonymous-65476.... July 6th, 2012
Avoid United Airlines
I flew with them in May and missed a connecting flight due to mechanical problems. They wouldn't give us another flight until 30 hours later, so we drove home. I'm still trying to get a refund.
murrayr1.... June 24th, 2012
Stuff happens, at least have customer service reps with an IQ in triple digits
My wife's flight to Panama City, Panama was diverted to Columbia, OK, fair enough, stuff happens. I even understand waiting 20 minutes to speak to service rep. I was dumbfounded. She seemed baffled as to how to find out what was happening to the flight. That is after asking me (after clearly given all info) was it yesterday? Did I want to cancel it? Do any of these folks actually get listened to? Dose someone review what the say? How they handle difficult situations?She just came on and said it was a ticketing issue and talk to the ticketing agent.WHAT??
I wish I could say I won't fly them,but they have us by the you-know-what, merged and knocked out competition.
Too much for more now...
Anonymous-63751.... June 22nd, 2012
This airline sucks
There is nothing but delays with united coming and going. Every time they say it is weather, but there was no weather. Their inept ability to manage their airline, messed up all our plans. And the united airlines people don't care at all. All they want is your money, and to charge you out the ass for everything. Thanks united for screwing our vacation. Never ever will we fly united again. I would rather walk. You are the most unhelpful, unfriendly people around.
Anonymous-58612.... May 6th, 2012
Your customer service is a joke!
My daughter has been up for more than 24 hours waiting to get on a flight which United keeps delaying further and further. She is tired and starving. All of the food vendors are closed. I waited on the phone to speak to customer service for 49 minutes. You have nerve to charge for food and baggage and keep people waiting for over four hours. United is a disgrace to American business!
Anonymous-22.... May 4th, 2012
baggage fees
Called customer service about baggage fees. Spoke with Robbi and was quickly assisted! We wound up having our 1st checked bags free,,,thanks so much for your help! Happy passengers in Pennsylvania :)
winghart.... April 21st, 2012
Eight Hours on the phone with United
Tried to change my ticket - BIG MISTAKE - I have accumulated, over two days, a total of 8.5 hours on the phone with United. Finally got my ticket changed and a confirmation number, now they are charging my Discover card every 3 minutes. I've had to call the Fraud Department at Discover to put a fraud hold on my card to stop the charges. United has outsourced and no one has the "authority" to stop these charges, not a "supervisor" or anyone in the "support group". They "tried" to conference call me with the ticketing department and I was disconnected three times. My last call, I couldn't understand what the person was saying and asked them to repeat themselves and they told me they were offended and that I needed to listen harder. I then hung up on them. I called Discover and they came to my rescue (Discover does not outsource). When I asked United if I could speak to an agent in the United States, they told me that I had to keep calling back the 1-800 number until I got an agent in the United States and that they could not connect me directly to an United States agent. This has been a nightmare, which unfortunately is not over until I get the over $2,800 worth of charges disputed and taken off my Discover card. I need to get from Rochester, NY to Hillsboro, Oregon routinely. I will definitely be looking for an alternative route. For the amount of anguish that this has been, I'd rather take five days and drive across the country!Anonymous-56902.... April 17th, 2012
United is a BAD airline.
I flew to Australia and back. My hands and feet were numb by the halfway point because they jamb the seats so close together.MilagePlus? They gave me credit for the trip there but not the trip back. Extremely difficult to get reach customer support, many tries, hours on hold, no reply to my e-mail.
Finally got through, but the woman's English was difficult to understand and she kept interrupting me.
The ONLY reason to fly United is that it's faster than walking, driving, or taking the train.
The reasons NOT TO FLY UNITED? Read the other reviews: there's lots, and lots, and lots, and lots, and lots, and lots, and lots, and lots of bad reviews.
Anonymous-56629.... April 15th, 2012
horrible customer service
I have flown Continental Airlines for several years and when I heard about the merger with United, I was not very happy but decided to continue with United. Well, I am switching over to American Airlines. Although they will have layovers and not as many direct flights as United, I would rather deal with that than the unprofessional conduct of United's employees and all of the excess charges that the airline now chooses to add to your bill. Continental had an outstanding rewards program and as soon as the merger took place, all of those benefits are no longer in place. I was booked on a government flight and when I went to change the flight, I was told that I would have to pay a 25.00 charge, when I questioned the charge, the lady on the phone was very rude, not to mention that I was disconnected with the agent 3 times. Normally I was able to check 2 bags for free.......now I can check 1 bag for free and pay 35.00 for my second bag, so much for the benefits of being a frequent flyer with United. American Airlines...........here I come!
Anonymous-56131.... April 9th, 2012
Worst Airline Ever
When I wa diagnosed with cancer my husband decided to give me a gift every year, something that I will look forward to ever year. He took me to Aruba, first class on Continental Airlines. This was 6 years ago and he has continued this every year. This year we made our reservations on Continental in July of 2011; first class as always. We knew we were paying top dollar but this was our only trip every year and our time to celebrate another year that I could do this, regardless of my diagnosis. Continental confirmed that we were seated first class and were to have meals on our both flights. In February of 2012 we received a change in the flight from United; it said that we were going to have a meal on one flight but only a snack on the return flight. In April we received another change in our flight from United, this time our seats were changed from first class to business class and we no longer had a meal on either flight. My husband has been on the phone for 2 hours trying to get someone to speak to him. He finally got someone in a foreign country that had no idea how to answer his questions so as of now he has been on hold an additional hour and a half! DO NOT FLY THIS AIRLINE!!! Now I know why they were rated worst US airline.jilldutkowsky.... April 6th, 2012
Once and NEVER again!
Recently flew with united. Flying Maui to Denver, Denver to Montreal. First we had a mechanical maintenance delay of 2 1/2 hours. Fine I do want to be on a safe plane. Knowing we'd miss our connection we asked what would happen only to be told by staff to deal with it in Denver. After boarding our over night flight they told us they didn't have enough blankets for economy. My friend and I froze for over 6 hours. In Denver they rerouted us Denver to Chicago, Chicago to Montreal. We asked a hundred times about our bags and were reassured each time that our bags were going to folllow us or be there before us. We board the plane from Denver to Chicago and the pilot comes on and says we have a mechanical maintenance delay. 40 minutes later our plane leaves. No problems after that until we go to collect our bags. No bags. My friend is told her bags are in Denver, I'm tod mine never left Maui. The day after I called and was told my bags had been scanned for the Maui Denver flight. These people however will never just give you the answer you're looking for, they talk around in circles avoiding a definate answer. My bag is supposed to be on a flight over today. Then it'll be held by customs and then delivered. However I honestly don't have a good feeling about ever getting my bags back. The prices may be better then airlines, but the stress and problems are not worth it. And my friend and I weren' the only unlucky ones. When we were filling our the forms for our delayed bags 4 other people on different flights with united had lost bags.jayandshazza.... March 29th, 2012
UNITED AIRLINES SUX SOOOOOOOOOOOOOOO
OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO MUCH
United cancelled our flight just hours before we were due to depart and 2 months later we are still waiting for our $2640.00 back. We've paid over $500 interest on our credit card because of these bastards. We've tried calling and emailing. It's impossible to get any response. United Airlines is the worst airline I have EVER dealt with, and I am telling everyone I know not to go with them.Anonymous-54244.... March 19th, 2012
UNITED AIR LINES
lack of customer service ....amazed they still have planes in the sky....poorest service of any airline
Basani311.... March 7th, 2012
Milage plus
I am not proud to be a milage plus member...I used to be a continental and now united is the worst airlines God created. I spent days trying to speak to a customer service to book on a partner airlines using my flight flyer account...no answer...no answer ... I tried everynnumber possible and no answer no answer ...they are the worst airlines....Anonymous-51763.... February 21st, 2012
Lost luggage and oversold flights
We flew to Las Vegas with one connecting flight in Denver with a 3 hr layover. We checked our one bag and had only the clothes on our back. Our bag did not make it to Vegas. We were told the next flight from Denver to Vegas would arrive at 9:51 the next morning and our bag would be delivered to our hotel, but it might take 4 hrs. By 2:00 I called the lost luggage hotline. They told me the bag was still in Denver, but would arrive on a flight that eve at 8:05. Allowing the 4 hrs for delivery to the hotel, I waited until midnight to call the luggage hotline again. This time they told me the bag was in Los Angeles and would get to Vegas on a flight at 8:23 the next morning. The bag actually did get to our room at 10:30 the next morning. We had no clothes, makeup, prescriptions, etc for 48 hrs. On the trip home we had a 3 1/2 hr layover in Denver. While we waited at our gate for our United Express flight, we listened as over and over the other flights were announced as overbooked and they were asking for volunteers to give up there seats and take a flight the next day. Sure enough, when they called our flight they announced that it had been oversold by 5 people. When we book flights we have to pay for them. United Airlines has no business selling more seats than they have available since they are being paid for each seat they book. This is the second time we have flown on United and the last. They have no interest customer service. I don't know how they stay in business.chmorello.... January 24th, 2012
Complaint
HAving points I was going to use to fly my son home this weekend. I called United. Unbeleivable!! After being disconnected 6 times, advised my points were discontinued, being spoken to a rude fashion by a supervisor *who told me ..."we don not notify anymore of elimated points", trying unsuccessfully to obtain a corporate office number where a human may reside, I have turned to Owl. It is amazing to me that United agent-customer service-mileage plus do not have their Corp number listed. (Althouygh after this experience, I may have a clue!) Does anyone know of a number where I can reach a person at corporate. Help!!
Anonymous-47566.... January 5th, 2012
lack of customer support / no refund for lost luggage after 4 months
Flying from Portland OR to Rochester NY on Sept 6, 2011, UA lost my luggage. I submitted the paperwork, itemizing everything, as required. On Oct 25, I received a letter stating I would be receiving a refund check. As of this date (Jan 5, 2012), no check has been received nor have I been able to talk with a live person about my concern. When I use their website to try to correspond, I get a form letter back stating it will take 7-10 days to process my request.Way to go United. You really have taken customer support to heart.
ElderNoden.... January 1st, 2012
Actually cares about its passengers
I don't fly with United often, but last time I did so, I saw some real customer service. There was this one old passenger on the other side of the aisle in the same row as me, who wasn't feeling well. When he called a stewardess over and told her about it, she quickly called over a doctor on board to check on him. She even walked him out the door after the flight. You don't see caring employees like that often, but when I do, I know I made the right choice in airlines.Anonymous-46789.... December 27th, 2011
NEVER NEVER EVER AGAIN
From check-in to stepping off the plane, the experience of flying from San Francisco to Pittsburgh via Dulles was exasperating at best. We asked at check in if we could have an exit seat. the clerk told us that "we had to do it at the gate because they had to SEE us". there was nothing he could do. strange because on the flight from Pittsburgh to San Francisco the check in agent gave us exit row seats. when we got to the gate we asked the agent if we could get exit row seats. he asked if we flew 50,000 miles a year. when we said no he rudely said that "well then you can't have an exit row seat they are reserved for our premier customers". then he started smirking to the agent next to him. the 2 women stewardesses on board were so surly to almost everyone that we were aghast. the one was downright ignorant.given a free ticket I would not fly United again. Mr Smizik needs to fly anonymously or have others fly anonymously for him and then he will either retrain his employees or not show the video on board of him touting his airline.
meredithcharreyron.... December 16th, 2011
UNITED AIRLINES delayed baggage (4 days) compensation = nonexistent
A full year ago, my daughter (an 18 year university student) flew from DC to Geneva on United to return home to France for Christmas. Her baggage was lost for several days and she was without any belongings. We reported the lost baggage and were given authorization to purchase certain items, given a code and told to send receipts into the Chicago office with a completed form. We followed these instructions, and have since followed up with 12 email messages and numerous phone calls (New Dehli is the only office we are permitted to talk to). At one point we were given the info, by email, that our file had been transferred to Paris and we would hear from that office. NOW, one year later, we are told that there is no trace of our file. United would be most content if I would forget this issue, UA would pocket the 300 euros they owe my family and that would be that. Anyone in their right mind would call this customer treatment completely fraudulent. [email protected]Anonymous-39577.... October 6th, 2011
Instead of using the carry on luggage sizer. Have a metal seat for all those fat asses that try to squeeze in to the seat next to you. Then they raise the arm so you have to support the hips. I was on the Las Vegas to Houston (9-25-11) I have never seen so many large people on one plane. Require them to buy two seats, they use both of them.
DDGOLDWING.... October 3rd, 2011
STOLEN ITEMS
TRAVELED UNITED AIRLINES FROM RAPID CITY TO DENVER, DENVER TO DALLAS FT WORTH. ONE BAG ARRIVES WITH MOST OF THE CONTENTS GONE. ALL WERE GIFTS FOR FAMILY. NO ONE CARES, NO CALLS RETURNED. WE WILL NOY FLY WITH THEM AGAIN.Anonymous-26065.... April 4th, 2011
I'm at IAD. So I check in an am told to proceed to gate C28 and that my seat will be assigned at the gate. So I shuttle over, walk the 4 flights of steps, etc. I get to the gate and tell the agent I need to check in for seating. Without even looking at me, she replies "I'll call you when I'm ready." I understand people have stressful days, but there was no boarding or line at the gate kiosk. So I sit and wait for my name. Ten minutes later, Ms. Rude comes and asks me for my name. I tell her and she tells me my flight changed gates...to A2. I have to dash back across to the other side of Dulles. I'm dripping sweat before noon. So I try to check-in again. This time, I'm standing at a kiosk with three attendants and a flight is boarding. After boarding, I am told to have a seat until my name is called. All of this before I even step on a plane.
The only reason I am flying United is because the have a contract with the Federal Government for this specific flight. Next time, I'm paying the difference out of my pocket to fly a different airline. I will also call my SATO agent when I return to work; too much money is paid for these tickets to have us treated this way.
Anonymous-26059.... April 4th, 2011
I was literally abandoned at Chicago Ohare field last night. Customer service was horrible at best. We couldn't even get to our checked baggage. Ended up buying a bus ticket and a taxi cab ride to get to my return airport so that I could drive another hour and a half to get home. That was 2am by the way. I WAS a Mileage Plus member and almost exclusively flew United. This experience and previous lost baggage experiences along with horrible service with no compensation offered has made my decision to never fly United again easy. Be forewarned, this is NOT an airline who respects you or even cares about you. Fly United at your own risk.
Anonymous-26053.... April 4th, 2011
Not of my own doing, I was bumped off a United Flight. Although I was anxious to get home, I'm a person with unlimited patience (sometimes a blessing but othertimes a complete curse) so I sat and waited another 7 hours for the next flight available to me and was given a voucher for a free flight, told it was good for two years. Yesterday I tried to use the voucher to fly from Chicago O'Hare to Lincoln, Nebraska. The flight there was no problem but to get home? Beyond ridiculous. Even though there are a minimum of 4 direct flights daily from Lincoln back to Chicago, I was repeatedly told that due to the "code" on the voucher I'm not eligible for any of those flights. The only flights I'm eligible for to get home to Chicago is a flight that leaves Lincoln at 6 a.m., takes me to Denver where I sit all day, and then I arrive at O'Hare Airport at 1 AM, 18 hours AFTER I depart Lincoln! I spoke to three different people, all of which I had a very, very difficult time understanding and they were not exactly polite and helpful. I tried to speak to someone where there would be no language barrier to no avail, and the email I sent to United said I would receive an email with a code on it within 7-10 business days. By that time, due to even more restrictions I just found out about yesterday, it would be too late for me to fly when I need to.
I received this voucher because UNITED SCREWED UP, NOT ME!!!!! And now they are making it nearly impossible for me to use this voucher! I am a disabled Marine Corps veteran and the only return flight United claims I am eligible for due to some code is not condusive to my abilities. Besides, who wants to take over 18 hours to get home when a direct flight is about an hour 20 minutes? I asked if I went to the airport and flew on standby would I be allowed on one of the direct flights and was once again told NO due to the code. WHAT CODE IS THIS? THE CODE THAT SAYS EVEN THOUGH WE ARE THE ONES THAT SCREWED OUR CUSTOMER OVER, LET'S CONTINUE TO DO SO??
Anonymous-25942.... April 3rd, 2011
I have never, ever had United repond to my comments so I don't expect much now. I think this airline doesn't care about retaining its customers or losing to the competition so I can't figure out how it stay in business. here's my story this time: I paid $60 for a more legroom seat. It put me in section 4 for boarding. I had a small carryon and a medical appointment at my destination. The gate desk announced space for carryons was limited and they would be gate checking baggage. I spoke to the boarding agent and said I had to get to the hospital in Denver immediately after landing and I wanted to keep my small carryon with me. She said (and I quote): "Luggage is a free-for-all." I said, but I paid extra for my seat and she said, "You only paid for your seat, It has nothing to do with your carryon." Fortunately, I was able to keep my bag with me after I boarded. I spoke with my row-mates before we took off. To add insult to injury, they both said they did NOT pay extra to sit in this row.. in fact, in both their cases United sat them there. I am furious. United charges $60 for a more leg-room seat; JetBlue charges $40 for the same seat. United lets people sit in the same row for free when it charges me additional money. JetBlue not only boards the "more leg-room" seats early to guarantee carryon space, but they will not let passesngers move into these seats after the doors close because those that are already there have paid extra to sit there. United agents are rude, abrupt, discourteous and generally unpleasant. Service is minimal and unfriendly. Why do I fly United? Because, upon occasion, I can use up the accrued miles I have. I have stopped using my Mileage Plus credit card. This airline has a score of 333 negative comments out of 405 on the site, customerservicescoreboard.com. I am happy to make that 334.
Anonymous-25342.... March 30th, 2011
Customer Service:
On March 18, 2011, our party of eight (8) was scheduled to travel from Vail/Eagle (EGE) to Denver (DEN) aboard United Flight # 0592, connecting in Denver (DEN) to United Flight 0812.
We knew upon arrival at the airport that UAL had made equipment changes due to the fact our pre arranged seating had been negated which seemed to start a sequence of events that lead our travel nightmare. After boarding the aircraft, we were told that the plane would be departing on schedule and there would be no issues regarding our connection in Denver (over an hour connection time). We taxied away from the gate only to be informed by the pilot that the aircraft’s brakes were overheated from the previous landing (landing strip too short for this type of aircraft) and that we would need to wait 20 minutes to allow the brakes to sufficiently cool. After approximately 20 minutes, we were informed that we needed to allow for an additional 10-15 minutes of “cooling down” . Once the brakes had cooled to the satisfaction of the crew, we were forced to wait for other aircraft to land/takeoff, as we were limited to only one runway due to the aircraft size. After approximately 30-45 minutes, we finally departed for Denver. As a result of this, we missed our connection in Denver to Dallas. Our scheduled flight 0812 actually departed the gate EARLY from Denver to Dallas.
Upon confirming that our flight to Dallas had departed without us, we immediately proceeded to the customer service desk. There were at least 40-55 passengers in the queue and four (4) agents working the counter. After a 40 minute wait, we were told that our only option was to fly “stand by” as all of the flights to Dallas were “sold out until Tuesday” . When pressed for more information as to how we could return home to Dallas, the agent snapped “do you want to look at my screen”? We informed her that we were traveling with four (4) children and an injured passenger who was suffering from a torn ACL. The agent offered nothing in the way of compensation…. not a hotel voucher, food voucher or suggestion as to how to reroute our party. At this point we are effectively stuck in Denver with NO luggage (it somehow made it to Dallas) for an additional 3 days and no hotel accommodations.
We were instructed to go to the Skywest Service Counter as they were the operators of the original flight from Vail to Denver. After standing in THAT line for 30-45 minutes, we were informed that we needed to return to United’s Service Counter because THEY were the operators of the flight. As you can imagine, at this point we were very frustrated. There were NO apologies offered or any helpful assistance whatsoever. We were able to contact a supervisor who repeatedly gave the excuse (in a very flippant manner) that “the system shows it was an air traffic control issue so we don’t have to compensate with vouchers”. I am quite sure that United would not want a reputation of treating their customers so egregiously and with such disrespect. After receiving the runaround for several hours, we stood by on our first flight (to no avail). The second flight (approximately 3:55 pm departure) had one seat available, which our injured party took. Upon taking her seat and getting settled, she was told by the flight attendants that she needed to “deplane”. Although clearly injured, she was offered no assistance in deplaning and was offered no apology for the inconvenience. What was also of great surprise to our party was the fact that UAL made NO attempt to offer ticketed travelers on both of our standby flights the opportunity to give up their seats for a travel voucher.
At this point, it became very apparent that United Airlines was not going to assist us in getting home OR accommodate us while we were stranded in Denver. Again, the missed flight from Denver to Dallas was NOT caused by us arriving late to the airport or not allowing sufficient connection time between flights. It was absolutely 100% mechanical failure on the part of United Airlines, which, in turn, caused further delays in departing from EGE in a timely manner. Many of us in the party had commitments in Dallas that required that we be home by Saturday. We had no other choice other than to rent an SUV that would accommodate eight passengers and drive the 15 hours back to Dallas. Because there were children, as well as an injured party in our group, we had no choice but to drive for several hours Friday and rent a hotel room before completely our trip on Saturday morning.
It is my firm belief that United Airlines owes us an apology along with 100% compensation for the expenses that WE INCURRED to return back to Dallas. I have attached copies of the car rental agreement as well as hotel and gas receipts. In addition, as a matter of good faith and customer retention, I would expect that United would offer travel vouchers to the customers involved in this VERY unfortunate series of mistakes, strictly as a matter of goodwill. I personally have three (3) family members who are either retired from Continental Airlines or are current employees. I am hopeful that the merger of United and Continental Airlines will not affect the Continental’s stellar service record.
Anonymous-25009.... March 28th, 2011
Luck of the draw, an agent not in India! Halleluja! Very helpful and friendly, got my stuff sorted out quick...
Anonymous-24847.... March 27th, 2011
On March 7, 2011 my secretary and I had a flight with U.S. Airways that was booked through Expedia to Farmington N.M. origionally leaving Williamsport, Pa.. Due to the weather it was cancelled and we were supposed to have our departure flight transfered to Harrisburg, Pa. and fly on Continental through Expedia. They dropped the ball and had our spot booked but no tickets. We got the run-around from Continential then to U.S. Airways back and forth, then on the phone with Expedia, which got really rude with us. We finally got upstairs to Continental then back and forth up there, missing our flight, then because of your merger, we were sent to your United gate to try to get the problem resolved. Your employee,Paul Boulter, 6685 (# on his name badge), went above and beyond his duty to resolve our problem. He really knew his business in handling this matter. He got us tickets, found our baggage that started out going through Continental, and assureds it was boarding with us. If I am not mistaken, he even done this on his break time. I really would like to thank you for having a Great employee like Paul Boulter on your staff, and he having the courtesy, patients knowledge and experience to handle problems with Expedia- I don't think my company will use them for our company related travel plans any longer!
THANKS again to you
and Paul Boulter.
Sincerely,
Ralph W.Strickland II
Safety Supervisor
Dawn Trucking
Anonymous-24190.... March 23rd, 2011
An absolutely awful airline. Terrible customer service, more than happy to screw over their own paying customers for little inconveniences, underpaid and unprofessional staff. This is the EPITOME of tyrannical, bad airlines which we the taxpayer bailed out! Boycott these awful people, never, ever fly on their planes.
Anonymous-24166.... March 22nd, 2011
I just found out that miles that had been for YEARS described by United as non-expiring and separate from other miles were indeed expired! For a mere $199 they would re-instate. How do non-exproring miles expire?
I tried to find out, and after two disconnects and three people in the Philipines either not knowing, or finally being disconnected again. I gave up.
I tried to contact ANYONE in the US-impossible-it seems. United has created a Kafka-esque revolving phone numbers and automated answering services to insure they never have to face their public.
In my career I have logged over 400,000 miles on United. Never again. I may not be able to reach them, nor may I get a sensible answer to honest questions, but nothing can compel me to ever fly with them again.
If I am a non-person to them, then they are now a non-airline to me. I will be sure, in my professional life, to make this opinion well known to my friends and my professional colleagues.