United Reviews 132

3am and i've called and waited in queue 3 times tonight. finally i get through. i complain about the terrible website of United Airlines and the 'customer service' agents hangs up on me!!!!

Terrible airline to deal with. Terrible website to book tickets on. Impossible to find detailed and clearly stated information on cancel/refund policies.

sadly, i have points to spend to be rid of United!! : (

Two times have I booked a flight from their website. Both times said "We are unable to process your request". They have taken my money both times but I did not receive a flight ticket. First time they said that it was because I had a reservation from another website with United Airlines. They said that I would get my money back within 24 hours. That did not happen and then they said wait 72 hours. Still no money. Then they said 7-14 days. Then they said, call your bank. But my bank needed in writing that United Airlines were giving up the money, but THEY DO NOT GIVE YOU ANYTHING IN WRITING! They refuse!! So I wrote to them on Facebook, and thankfully that worked.

Second time they took my money and left me with no ticket they said it was because one of the flights I was on waitlist. W t f.

NEVER WILL I EVER FLY WITH UNITED AIRLINES AGAIN!

Never ever use them, you will regret surely.

I am a frequent flier with United with regular business as well as personal travel. But I had one of the worst travel days of my life on our recent family trip to NY/NJ. So, my dad was visiting us from India and we booked 4 tickets from Newark to Chicago (back home) for Saturday May 21st for the 8pm flight. We had the email confirmation and tickets confirmed via email and on United App. We reached the airport and I opened the app to show tickets at TSA security check. To my surprise, it was only showing 2 tickets (for my wife and I) and the tickets for my daughter and dad had been changed from Philadelphia to Chicago for a flight next day. At first I thought it’s a bug in the app and went to United counter to resolve. To my utter shock, they refused to help and said I made the change and they can’t do anything about it. I asked them for multiple alternatives each of which would cause lot of inconvenience for me, but they didn’t agree. I stood at the counter for 4 hours with my 5 year old daughter and 62 year old dad till 11.30pm with no sign of help. Finally, they gave me one more ticket on the PHL-ORD flight only for me and not my wife saying its sold out. However, I used a third party website and was able to book another ticket on the same flight but at a much higher price. This flight was next day at 6.30am and from another airport 100+ miles away from Newark. I took Uber and reached PHL at 2.30am and waited sitting on the floor till security gates opened at 5am. Finally made it back 9am next day with no sleep at all since 7am the previous day. Till date I haven’t received any correspondence from United. I would take this matter to the highest consumer help authority in the US and make sure United learns a lesson.

Shockingly bad from start to finish. Rude cabin crew, appalling lack of any service and fithly unattended bathrooms on-board, capped off with 1.5 hours sitting on the Newark tarmac waiting to disembark. "Fly the friendly skies" must be the most ironic slogan in all advertising history.

Unbelievably cumbersome and useless especially compared with other travel sites like JetBlue and American. Unable to upload travel documentation on a computer, you can oly do it with their mobile app. For people who don't keep sensitive documents on their phones, this is an idiotic requirement. My secretary was unable to check me in for my international flight because they would not accept my uploaded passport info online. Therefore I have to go to the ticket counter the day of travel and show them my documents even though I have no baggage and would normally be able to go straight to the gate with TSA precheck. I don't think we would have booked this trip if we had known this beforehand. The anxiety of not being able to check in before arriving at airport after a 2-hour trip to the airport is not worth the idiocy of their requirements or the inability of their online site to accept documentation. Booking our last international trip online with JetBlue and checking in with everything uploaded was seamless. Computer users and those who have to upload things like passports, beware before you book a trip on United or you will encounter aggravation and stress.

Created an account just for this. So that says something.

Don't try and reschedule your tickets. They claimed it was free and all of a sudden there is a fare you need to pay and call an American phone number.
For me it was not even 2 dollars, so easily resolved right?

I tried paying them through chat (via their app) but they couldn't charge me, so they waived the fee per my request (because <$2, not even worth it).

A week later I didn't receive my promised confirmation, so I contacted them again. They don't seem to really read the msgs that I send them, so I obeyed to the process and tried the card again. No luck, filled out the form again, no luck. Then later in the day another agent claimed they would charge me on that card and all was good.

Wrong.
One day before the flight I got an email that the issue wasn't resolved and I needed to call the American phone number again.
Contacted them, got ahold of another card, which didn't work. I am from Europe and therefore the card needs to originate from there too, plus they can't waive fares.

So why am I only hearing about this one day before the flight? Why couldn't the other agents tell me that and made false promises?

Yup. Never fly United.

Bye. I'll be trying to get United 2 dollars.

2022 edit:
Starting 2022, if you're flying economy basic, you can't check-in online anymore. They make you stand in line, even if you don't have checked bags.

"It is a new perk of more expensive tickets. Take extra time at the airport because lines are now longer since this rule has been put into affect"

This is just flipping off your customers, especially when you only open 2 counters. For multiple locations! What's wrong with you, United?

United Airlines treatment for loyal 1K/2 Million miles leaves a lot to be desired. Paid 3700.00 for a first class trip from DFW to YUL. The flight from DC to YUL was cancelled because of broken aircraft. They routed me through YYZ and I missed my Air Canada connection, taken off the flight etc. Having to beg to get back on etc. UAL credits me 398.00 for the downgrade. This credit comes 25 days later and three phone calls having to be made. WOW - this is pathetic. So much for loyalty with UAL. Choose another airline.

I called united to change my destination they wanted me to get a whole new ticket instead and paying more money out never book with them again

Awful! Hours on phone! Cancelled flight… no one knows anything! Do not book a united flight!

Spent 1.5 hrs waiting for a rep to help with online booking glitch, the rep only seemed to have access to the same app and website that I used, nothing more. She kept having the same glitch, put me on hold for another 20 minutes while she checked with her manager, came back and evidently didn’t check with her manager, but Instead was just trying again and kept having same glitch. She escalated my case and said United would call me within 24 hrs. They did not, NOTHING. Then, I found in a mention in an online messageboard (not by United), that the glitch was that you can’t use an existing credit to book flights that involve a co-share, you have to book an all United flight itinerary, and then modify your booked flight to include the co-share flight. Geez, why didn’t her (or her manager) know this HUGE flaw in United bookings? United Customer Service is USELESS!!

It's impossible to get in contact with customer services. You may have to wait for 3+ hours to talk to someone for any minor problem. No other way to contacting them. Do not book with United

Hours on the phone with United Air Lines, and they continue to given conflicting information on whether France will permit my entry on June 9, 2021 with a negative COVID test and evidence of prior inoculation.

I stupidly booked flights from London to LAX in March 2020, trusting that I'd be able to easily re-book. Well the pandemic hit and I converted my flights to 'future flight credit'. Can I book a new flight with these? - simple answer is no - at least not via the website and the phone is useless. United customer service is non-existent.

ABSOLUTE RACISTS

Lets not all forget about the elderly passenger David Dao your nazi goons dragged and abused off of a flight ON VIDEO.

PS the whole world saw

Cancelled our flight and refused to refund our tickets. Won't be travelling with United ever again.

I have been traveling with United for 2 years and all my family and friends have even helped them buy the tickets it was my favorite airline I always recommended it, but until now I had the terrible experience that I lost my card and I did not realize and at the time of I couldn't pay for my suitcase. I had cash, but they didn't accept it and they didn't tell me what I could do. They just changed me for the next flight that was until the next day and until I solved my problem and left all night at the airport, and until they close my flight they informed me that there was a machine where I could buy the card to pay but then it was too late to get into the plane, I really feel so upset that I would never travel with them very bad attention to the client

Their staff can be really helpful sometimes but the service is so poor. We flew from Chicago to LA and it's a shame how poor the service was.

Absolutely horrible experience. Been in Quito for 2 days now without my bags, after being told our bags were on the flight last night heading to Quito we find out they have not even left Houston. Been on the phone all day and we still have not gotten a decent answer to where or when our bags will arrive. United you are the worst airline and we will never book with you again.